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BBB Accredited Business since

CheapCaribbean.com, Incorporated

Phone: (215) 348-8775 Fax: (267) 875-5183 View Additional Phone Numbers 2003 South Easton Road  Suite 100, Doylestown, PA 18901 http://www.cheapcaribbean.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that CheapCaribbean.com, Incorporated meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for CheapCaribbean.com, Incorporated include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 107 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

107 complaints closed with BBB in last 3 years | 31 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 41
Billing/Collection Issues 7
Delivery Issues 3
Guarantee/Warranty Issues 3
Problems with Product/Service 53
Total Closed Complaints 107

Additional Information

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BBB file opened: August 20, 2002 Business started: 12/13/2000 Business incorporated: 12/13/2000 in DE
Type of Entity

Corporation

Business Management
Mr. Joshua Paine, President/CEO Ms. Melanie Reshetar, Manager of Customer Care
Contact Information
Principal: Mr. Joshua Paine, President/CEO
Customer Contact: Ms. Melanie Reshetar, Manager of Customer Care
Business Category

Travel Agencies & Bureaus

Alternate Business Names
Cheap Caribbean.com
Additional Information

Consumers are encouraged to contact Melanie Reshetar at 800-915-2322 extension 7121 prior to filing a complaint with the BBB.


Additional Locations

  • 2003 South Easton Road  Suite 100

    Doylestown, PA 18901

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Additional Phone Numbers

  • (215) 348-8410(Phone)
  • (800) 915-2322(Phone)
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Complaint Detail(s)

8/18/2014 Advertising/Sales Issues
8/17/2014 Problems with Product/Service
8/16/2014 Problems with Product/Service
8/11/2014 Problems with Product/Service
7/6/2014 Advertising/Sales Issues
6/12/2014 Advertising/Sales Issues
5/29/2014 Problems with Product/Service
5/27/2014 Advertising/Sales Issues
5/27/2014 Advertising/Sales Issues
5/26/2014 Advertising/Sales Issues
5/15/2014 Advertising/Sales Issues
5/14/2014 Advertising/Sales Issues
5/5/2014 Advertising/Sales Issues
4/22/2014 Advertising/Sales Issues
3/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When we purchased our trip through Cheap Caribbean our invoice did not state it was payable in USD. We are departing from Canada and reside in Canada so naturally we assume that the amount payable is due in CDN as any US, UK or Canadian website we have ever purchased from specifies currency charged. When trying to resolve this with a rep from this company I was informed there is nothing they will do to compensate us for the additional $400+ that was charged to our credit card. The website clearly states all charges are included as does the invoice which I will be happy to provide a copy of. A 400+ surprise on our credit card combined with a "we won't do anything for you and don't care about your business attitude" is NOT acceptable.

Desired Settlement: We would prefer the difference refunded on our credit card.

Business Response:

After review of the case, the following actions were taking by CheapCariibean.com:

·    The client booked a reservation online on January 8, 2014

· The client purchased flights from YYZ to MBJ for 7 night stay at the ***** ******* *** Beach & Golf Resort

· The client purchased this vacation for ***** ******, ***** ******* and himself to travel 2/1/14 thru 2/8/14 at a total cost of $4057.16


A trip cost breakdown is as follows:

$2801.49 Hotel

$ 1355.67 Airfare

($-100.00) Promo Discount

$4057.16 Package

·    During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging. Our Terms specifically state when checking out:

Please review the Terms and Conditions of your trip:

  • This vacation is nonrefundable and nontransferable
  • Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
  • CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
  • Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
  • Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
  • Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
  • Services are provided "as is" without warranty of any kind
  • CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
  • You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
  • Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
  • Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability

Total Price: $ xxxxxx

I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions and Privacy Policy

· Client booked on January 8, 2014 then contacted our office several days later on January 15, 2014

· It was clarified with the client that we are a U.S. based company and dollars.  All vacation packages are display in US currency and does not automatically convert on online

· The client purchased this vacation online where the information about our U.S. based website was displayed and company information displayed our home page (see attached): https://www.cheapcaribbean.com/about-us.html

· During the booking process we also indicate our guarantee policy against other U.S. based companies (see attached) also indicating to our consumers we are U.S. based

· The client is fully responsible for charge as charged in US currency

· U.S. based companies often do not and nor required to us the country code in the URL address. For more information reading this matter please visit the following website: http://www.bitmedia.com/cc/url1.htm

As indicated on this site:

World Wide Web URL Country Codes, Numbers
This Page Will Help You to "Decipher" URL's (World Wide Web Addresses)
United States URL's Often Do Not Incorporate the ".us",
but Other Countries Will Always Include the ".xx" Code in Their Respective URL's

Once again our sincere apologizes if the client felt they were misinformed when purchasing with CheapCaribbean.com, this was never our intent. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

No offer of a refund or compensation is being offered at this time.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

The website DOES NOT state anywhere in their contract (I have had this reviewed) nor on their website charges are in US currency. Also, a .com company does NOT reflect where a business is based. For example, the company I work for is based in Canada and we have a .com address, I work in the IT industry. Furthermore, not stating what currency is charged is very misleading and I believe is a misrepresentation of the total cost of the trip purchased. I am rejecting this based on the fact the company is misleading customers to believe their prices are the cheapest, they have terrible business practices and their policies are borderline false advertising, While we did accept their terms, their terms DID NOT state payable in US funds.


Regards,

***** ******

Business Response:

Again we apologize if the client felt this misleading when booking their vacation with us, as this was never an intent.  As mentioned before information about our US-based company is found on our website and Our Terms and Conditions do reference in the first paragraph that we are a “ Pennsylvania corporation”.

CHEAPCARIBBEAN.COM TERMS OF USE

Welcome to the CheapCaribbean.com Website (the "Site"). This Site is offered to you, the user, conditioned upon your acceptance without modification of all of the terms, conditions, and notice set forth below. The terms "we", "us", "our" and "CheapCaribbean" refer to CheapCaribbean.com, Inc., a Pennsylvania corporation
. The terms "you" "customer" and "user" refers to the customer visiting the Website and/or booking a reservation through us on this Website, through our Call Center Agents, or mobile applications. CheapCaribbean.com in its sole discretion, may amend, modify or alter these Terms at any time by posting the updated terms on this Site. You are bound by any such modifications and should review these Terms and Conditions periodically.

Attached are the CheapCaribbean.com Terms of Use.

At this time no further compensation or refund is offered.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Again, there response is not addressing the fact the company does not specify currency charged on the website OR at checkout on the invoice. This leads to not only unethical practices but also to false advertising as they claim their rates are the cheapest. Had we have know they charged in USD we would have scheduled with another company at a lower cost. 
Regards,

***** ******

Business Response:

Our postion at this time remains the same.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Clearly this company does not care that it has very bad business practices. I will ensure I make all of my colleagues and clients aware of this as well as any others I am in contact with on my travels. I am also investigating additional avenues to have the overcharge refunded.

Regards,

***** ******

Business Response: Our position remains the same at this time.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

3/10/2014 Advertising/Sales Issues
3/4/2014 Advertising/Sales Issues
2/23/2014 Problems with Product/Service
1/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I want to start of by saying that our trip didn't even happen yet and I am already regretting my decision to book with CheapCarribean for the following reason. The sell point for me was the fact that I can get a direct flight to and from our destination. Price was in line with other websites, but the flight option was much better so I went ahead and booked. Few days after booking, I log into the airline website to look up our flight and try to assign seats, so my husband and I can sit together. First off, for whatever reason, I cannot access the booking so I call the airline directly and this is what I am told. The fare purchased is basic, which means, they guarantee us a seat but we can't choose which one. In other words, we will most likely be sitting separately based on the flight capacity status. My option is to pay $8 PP to be able to assign seats. So I do. $32 additional just so that I can sit next to my husband.Secondly, this is a charter flight and it has special rules and regulations. For example, you have to be at the airport 3 hours in advance, and have to have your boarding pass an hour ahead or you don't fly. Also, 5 hour trip, you get no beverages or food. Beverage is $1.99 additional. Thirdly, all luggage weather carry on or checked in has to be paid for. The only thing allowed on the plane is your personal item of your choice. To make matters worse, if you do not know about this ahead of time, and take your carry on with you to the gate, you will pay $100 for it. Unlike all other airlines I ever flew with, all carry on items or checked items need to be paid for even though this is actually an international flight. So, upon learning all this, I called cheapcarribean to share my frustration and naturally they took the, "we are not responsible" route. I am disappointed at misinformation or lack there of. 5 pages of email trip confirmation and no mention of any of the additional cost.Thank God I called the airline to just confirm my itinerary otherwise it could have been a lot worse. If I had known this is the case, I would rather book a 1 stop route with ****** or ********, have a free baggage, beverage and peace of mind. It is my opinion and I believe its the right thing to do considering the cost of vacation package to include this information in the initial booking, so that the client can be aware. I am extremely disappointed in their actions as well as the customer service level and will definitely not use their services in the future. I understand they don't control airline rules and regulations but as this is a service they are selling as a part of the all inclusive deal, they should share all pertinent information at the time of booking.

Desired Settlement: I want them to reimburse me for the $32 I already paid just to be able to assign seats as I would be able with no additional charge on ****** and or ******** Airlines and I want them to cover the price of our checked in or carry on luggage. Most of all, I want them to disclose this information to future bookers so they are informed on anything and everything that pertains to their booking. Even though they are not the actual airline, they are selling their service on the airline's behalf.

Business Response:

After review of the case, the following actions were taking by CheapCariibean.com:

 

  • The client booked a reservation online on 11/22/13

The client purchased round trip airfare from *** to ***, 7 night stay at the ******* ***** **** Resort

The client purchased this vacation themselves and ****** ******** to travel 1/12/13 thru 1/19/13 at a total cost of $2624.84


A trip cost breakdown is as follows:

$1580.84 Hotel ($225.83 per person per night)

$1119.00 Airfare

$25.00 Deposit Fee

($-100.00) - Promo Discount

$2624.84Total Package

 

  • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

Our Terms specifically state:

“Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

 

·        Client booked themselves online on 11/22/13

·        Client contacted our service department on 11/26/13 in reference to the policy of the airlines in which was chosen at the time of booking

·        The agent advised our client (at it does state on our site which they agreed to at the time of booking) that we are not responsible for additional fees imposed by the vendors. 

·        The agent also advised our client that we do have agents available to speak to prior to booking that could have assisted her with any questions or concerns she may have had leading into the booking process. 

·        No changes were made to her reservation.

·        Attached is a sample of the website after a client chooses a flight.  As you can see we offer a wide variety of carries to choose from.  On this web page there is a link to all carriers to view their fees and amenities offered, prior to booking.

·        Per our Terms and Conditions in part:


There may be additional baggage, ticketing, fuel, security, and seat selection surcharges assessed by the airlines at the time of check-in. In addition, government entry and departure fees may apply, depending upon the destination. The customer is solely responsible for these fees as well as all charges, duties, taxes, assessment and hotel incidentals arising out of your use of the Products and Services available from the Site. Incidental charges include, but are not limited to, charges for telephone and safe access, as well as maid fees and energy surcharges. CheapCaribbean.com reserves the right to correct any pricing errors. Currency converters are based upon various publicly available sources and should be used as guidelines only. Rates may vary based upon your form of payment and may not be accurate.

              This information is also found on page 3 of the clients travel voucher:

ELECTRONIC TICKETS:

E-tickets apply for this flight. No tickets will be mailed. Airline check-in locations require government issued photo ID and may request proof of current

travel date (such as a printed copy of this itinerary) to issue a boarding pass. Airport security checkpoints may require you to display both your boarding

pass and photo ID before proceeding to the gate, so we recommend that you obtain your boarding pass before proceeding to the security checkpoint.

Please be advised that some airlines do not offer pre-assigned seating. The airline you reserved may also charge additional fees for pre-assigned seating,

checked baggage, and carry-on luggage. For information regarding these policies, please contact the airline directly or visit the carrier's official website.

·        In this case the client is fully responsible for all charges. 

·        The client purchased their vacation online where a airlines links and information was able to be viewed.

·        The client clicked and agreed to are nonrefundable Terms and Conditions at the time of booking.

Once again, we reiterate our sincere apologizes for any difficulties they feel they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

No compensation is being offered at this time.

Consumer Response:


[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
 
Weather I choose to book online or over the phone should not make any difference what so ever. That is my choice to have, and both services are offered by your company and they should both be consistent. Please do not go on to tell me that if I had booked with one of your agents, they would tell me about the extra luggage fee or the assigned seating. You misrepresented this package as an all inclusive deal and it is not. I am spending $50-100 more because you did not include the luggage cost or the assigned seat cost. You also did not include the fact that this is a CHARTERED flight and not a regular flight. You may say what you please in your fine print that is very general and vague but if this was not a chartered flight, I would not be required to pay for carry on or checked in luggage on any airline, what so ever. The only reason I am paying for it is because it is a chartered flight. I have booked thru many travel sites such as book it, ****** and even *******, and have never experienced this issue. Your unwillingness to resolve a situation, is really something to remember. Needless to say that in addition to my report to BBB I will also post my review of your practices on every possible travel website and as an employee of hospitality industry, believe me when I say that I know many. 
 
I am absolutely not satisfied with your response and if you had invested time as much time in disclosing all the details of the trip to me at the time of booking as you did explaining yourself in this claim, maybe we wouldn't have this issue to begin with. Fine print, maybes and ifs are one thing, but you knew ahead of time that there is an additional cost certain attached to this booking and you did not disclose that information. Yes, airlines do reserve the right to charge for additional luggage but because this is a chartered flight I need to pay for any and all luggage. All I am allowed to bring with me is a personal item? For an international flight, for 7 days. This is outrageous!  Please find me a regular flight thru ******** or ****** or any other airline that has this rule! Again, you should have disclosed the fact that this is a chartered flight. Please find me an airline that offers a 4-5 hour flight and charges for a beverage? All this is due to the fact that we are on a chartered flight on which you bought some seats and are now scamming people into thinking its an all inclusive deal. 
Also, I was willing to overlook your false advertising as far as the $100 coupon, that is actually already reflected on the price of the package and not really additional savings, but now that this happened and you are unwilling to work with me, I will make it my mission to expose your practices. Or what about your sign up and get $50 off your first booking deal? Well guess what? You have some bogus "coupon" attached to all your packages so that $50 coupon for signing up can't even be used most of the time. 
 
To conclude, needless to say, this was my first and last booking with cheapcarribean. 


Regards,

****** ********








Business Response:

Specific regulations may vary and can change from carrier to carrier. It’s important for the clients to review all details surrounding their purchase prior to making a reservation. All details about all specific carriers when booking maybe found on our site as well as the actual carriers website.

We contacted ******** directly to verify what was told to our client. They stated this was not sold as a charter as it had been communicated inaccurately and apologized for any confusion surrounding our clients flight.

As you can see we include as much information as possible for our clients to view prior to making a reservation. Our client must check all boxes and agree to our Terms and Conditions prior to making a reservation online.

At this time our position remain the same and no compensation is being offered for this reservation.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a trip with them on 11/12/13 for a vacation on 3/17/14. I called to cancel less than 24 hours later (today) and they are refusing to refund the cost of $992.13. The airfare portion with *** **** was for $532.50 and *** **** confirmed to me that cheap caribbean is eligible for a full refund without any penalties. Cheap caribbean is telling me that they will not refund my money and that they only offer a credit. I would understand if time had elapsed and they weren't able to recover their funds, but this isn't the case. I spoke to them multiple times on the phone today and they refuse to budge and provide a refund. I finally spoke to a supervisor, ***** ******* and he also wasn't of any help. Please contact them and try to help me resolve this issue. ***** ******* indicated that he was canceling the *** **** flight today so they aren't out the $532.50.

Desired Settlement: I would like them to refund my credit card for the full amount of $992.13 since I cancelled everything within 24 hours of booking.

Business Response:

After review of the case, the following actions were taken by CheapCaribbean.com:

 

  • The clients booked a vacation with a CheapCaribbean.com a representative on 11/13/13

           The clients purchased round trip airfare from JFK to PUJ for 4 nights stay at ** ***** and Round Trip Airport Transfers. 

           The clients purchased this vacation for themselves (3 passengers total)  to travel 3/17 – 3/21 at a total cost of 2976.39 


A trips a costs breakdowns is as follows:

$1418.89– Hotel

$1597.50 – Airfare

$60.00 – Transfers

$-100.00 – Promo

$2976.39 Total Package

**Clients credit card were each charged $992.13

  • During the online booking process the client is read the terms and condition. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. 

“By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the

Terms of Use appearing on our website as posted at www.cheapcaribbean.com/terms.jspand that all passenger name information exactly matches your official documents. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. Changes to or cancellation of your reservation will incur a $50 per person fee, plus any applicable air and resort penalties and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. Hurricane and Weather insurance is not included in this package, however comprehensive illness and injury insurance is available, as well as an enhanced ‘Cancel for Any Reason’ plan, both of which include the weather insurance coverage. The Standard illness and injury coverage is available for purchase up until 72 hours prior to departure, however, the enhanced ‘Cancel for Any Reason’ plan must be purchased today; this enhanced insurance is not available for purchase at a later date. You the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Lastly, it is your responsibility to ensure that you have the proper documents to enter, connect through, or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. Please note, it is your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Do you agree to these terms and conditions?” -The client must agree before you proceed with the booking.

 

In review of the reservation:

  • On 11/14 – One of the clients called to advise the others on the reservation were cancelling and wanted to be moved possible to her friend’s current reservation

·        Agent advised that we needed a verbal agreement from the other two passenger on the reservations in order to make any changes

·        All 3 passengers called to confirm to remove one passenger from the reservation and to add her to her friend’s reservation and giving  permission for the other two to cancel their portion of the reservation

·        Two of the passengers were advised per our terms and conditions a CheapCaribbean future credit would be forth coming as we a nonrefundable company

·        After careful consideration and as a gesture of customer service we offered two of the passengers a refund to their credit card on file in the amount $992.13 on 11/15/13. The third passenger was moved to her friend reservation and her credit applied

 

Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this the next time they are thinking of traveling to the Caribbean.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

****** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I planned a trip with my girlfriend, her mother and grandmother. My girlfriend's mother had to cancel her trip about 2 weeks before we were to leave for a promotional opportunity at work. We had purchased the trip protection through Cheap Caribbean doing business as *** *********. Under the insurance guidelines up to 75 percent of the trip should have been refunded. Upon trying to cancel the reservation for one person now the entire trip was being effected. The person sharing a room with the canceling party was now being charged more, for going from a double occupancy room to a single occupancy room. This was the first red flag. If a room was already paid for I wasn't sure why we needed to pay more for the same exact room. We were told it would be an additional $234.40 which was then charged to my ********** on 9/8/13 after speaking with an agent from Cheap Caribbean. My girlfriend's mother received a check last week from *** which was not 75 percent of her total trip. We called *** to see what we could do about the refund and they explained to us that the airfare was the only portion submitted for refund. The agent from *** told us that after whatever cancellation fees Cheap Caribbean incurred at an undisclosed amount, the check she received was the 75 percent. Our next step was to call Cheap Caribbean and understand the issue and try to resolve it. The agent we spoke with informed us there were no cancellation fees. The fact was $1,000.00 of the total trip per person which was $1409.00 was transferred over to the grandmother's trip portion covering the additional costs of going from the double to single occupancy, plus the $234.40 I was already charged previously. We spoke with the supervisor on duty ****** ****** who reviewed the calls previously made and reached out to us the next day with the same information. I feel the agents we spoke with prior to ****** were not forthcoming with the information we needed to make a wise consumer choice. Had we known that one persons trip would double we would not have agreed to that arrangement. We were under the impression that my girlfriend's mother would get 75 percent of her total trip back between ***, Cheep Caribbean or combined. The agents at Cheap Caribbean were misleading and did not explain the allocation of our charges properly.

Desired Settlement: Refund of 75% of the total trip cost for one person minus the $300 that *** had refunded us totaling approximately $800.00

Business Response:

After review of the case, the following actions were taking by CheapCaribbean.com:

 

·        The client booked a reservation online 5/18/13

The client purchased round trip airfare from JFK to PUJ, a 8 night stay at the ****** ***** **** Resort, All Inclusive

The client purchased (using his credit card for the full purchase) this vacation for 4 other passengers and himself (2 rooms: Deluxe Swim Out Room) to travel 9/18/13 – 9/26/13 at a total cost of $5664.86


A trip cost breakdown is as follows:

$3580.96 ($895.24 per person per night – 2 rooms)

$1366.50 Airfare ($455.50 per person)

$160.00 Transfers & Excursions

($-100.00) - Promo Discount

$451.40 Enhanced Insurance

  $25.00 Deposit Fee

$5664.96 Total Package

 

·        During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

Our Terms specifically state:

“Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

·        Client had originally purchased a vacation for 4 passengers which included 2 rooms/2 passengers each

·        Client then calls and changes the reservation to 3 passengers: #1 room: Two passengers, #2 room: Single passenger

All calls were reviewed for quality assurance:

·        Date 9.7.13:

The client calls to inquire about making changes to his existing reservation in reference to cancelling passenger #2.2 and has contacted ***

The agent reviewed options since he also has purchased *** travel insurance

Advice if cancelling off one person the remaining person in the room would be charged the difference in price between double occupancy and a single.

Another option given was to move the passenger #2.1 into room #1 with the other two passengers

The agent goes on saying he could file a claim for the airfare ($445.50 ) that’s being cancelled and transfers the resort portion from the passenger cancelling to the remaining person in room #2 to keep that passenger at single occupancy and be charged an additional $254.80. 

Client then goes on and acknowledges that he just needs to file a claim for the air then with ***

Client then asks if he may have a credit for the cancelling the passenger.  

The agents acknowledges he may however he would then be paying the single occupancy cost out of pocket which would be well over $800

Agents advised the client that single rates are almost often double the cost.

Client then asks the agent if he may file a claim for the 254.80 for the added cost. 

Agents advise the client at this point to reach out to *** for coverage information, questions as coverage is under the discretion of the insurance company.

Client then asks for the phone number of the insurance company.

Client calls back and cancels passenger #2.2 from room #2

Agent asks if he’d like to apply the resort credit from cancelling passenger #2.2 to the single or file a claim

Economically and beneficial the client confirmed to apply passenger #2.2 resort portion to passenger #2.1 (making the room a single) and he agrees to paying the remaining balance

The agent then quotes the client the additional charge of 234.40 leaving the other passenger 2.1 in the room as a single.

Resort charge for passenger #2.1 in a single: $1927.68.

Agent confirms with the client in the call that passenger #2.2 air has been cancelled and he will be filing a claim for the airfare with *** only.

Client calls back in later that night with questions on passenger #2.2 airline credits

Agent advises the credit will remain in the name of passenger #2.2

Client wanted to know why he wouldn’t get the credit since he paid for it, agent advises airline policy

Agent suggests for him to call the airlines to see if they’d be willing to make an exception in his case though due to strict airline policies there was no guarantee they would agree

·        Date 11/4/13:

Passenger calls CheapCaribbean.com upset that they had only received a refund of $300 from their claim with ***.   

Agent advised this was the correct amount as they had only filed for the air and not the hotel portion since it was used toward the change in room #2 going from a double to a single occupancy

Rates for changing a room from a double to a single can be more expensive at an all-inclusive property as rooms are based on a full room as explained to the client in the call.  These rates are governed by the resort and not CheapCaribbean.com. Had the room been left as a double the clients would have been charged a prime rate for the change to a single occupancy at check in. Pricing out the same room category today on our website reflects the total price of $2107.08 as a single (Deluxe Swim Out Room at Dreams Punta Cana)

All services that the client purchased were renders in full by all passengers per the Terms and Conditions that the client clicked and agreed to during the online booking process.

Once again, we reiterate our sincere apologizes for any difficulties our client felt they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

No refund or compensation is offered at this time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/23/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was pressure on Nov 11th to buy a vacation because it was the lowest price and I would loose the flight. They guarantee lowest price but now on Friday I found a price that is $800 cheaper. They say too bad.

Desired Settlement: $800

Business Response:

After review of the case, the following actions were taking by CheapCariibean.com:

 

  • The client booked a reservation online on  11/11/13

The client purchased round trip airfare from MHT to PUJ, 7 night stay at the ****** ***** ****

The client purchased this vacation for him and two other passengers travel 2/7/13 thru 2/14/13 at a total cost of $4253.83 


A trip cost breakdown is as follows:

$2823.832 Hotel ($ 403.33per person per night)

$1372.50 Airfare

$157.50 Transfers & Excursions

$4253.83 Total Package

 

  • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

Our Terms specifically state:

“Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

 

Price Match Policy per our website:

Best Internet Rate Guaranteed

If you find a lower price for the same vacation package on another U.S.-based travel website within 24 hours of booking with us, we'll beat that price and give you $150 off the next vacation you book with CheapCaribbean.com. For complete details of the program, please review our terms and conditions at http://www.cheapcaribbean.com/terms.jsp

·        On 11/15 we extended our price match offer to our client as a gesture if customer Service.

·        Client submitted a price match against Cheapticket.com

·        Client package was adjusted and a refund processed to the client’s card on file in the amount of 857.12

Once again, we reiterate our sincere apologizes for any difficulties they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a family vacation to Barbados with this business in december 2012 costing 4691.60 (a lot of money for our family). The vacation was scheduled for 4/6-4/10. Due to airline issues and an aborted take-off due to mechanical failures, we could not continue with the trip. The travel insurance we purchased through cheap caribbean denied our claim for cancellation of the trip and cheap carribbean has a strict no refund policy. However, I advocated for myself directly with ******** airlines and the ****** hotel barbados and the ****** agreed to credit me 2 days of my 5 day stay (453.28). ******** Airlines agreed to issue me vouchers for the cost of the fights (2829.60). On 7/2 I received these vouchers from ******** airlines payable to cheap caribbean, since the purchase was made through cheap caribbean. ****** Barbados sent the credit to cheap caribbean as well. After numerous inquiries to cheap caribbean about the status of these credits and after escalating to their ceo, cheap caribbean provided me a credit of $453.28 on 7/13 for the hotel only. Since then I have sent numerous inquiries as to when I will receive the credit for the airfaire. The answer I continue to receive is, it is not showing in our system. I have offered to send them the vouchers the airline sent me. Cheap caribbean says it must show in the "system" before they will issue me the credit. It has been 8 weeks since ******** airlines issued these vouchers and still nothing. In addition for any credit they issue me, they are requiring use on or before 12/27/13 which leaves really very little time to plan for time off work, school etc the longer they delay giving the airline credit which I find very unfair especially considering the airline voucher says the vouchers are good 1 year from date of issue. date of issue is 7/2/13-

Desired Settlement: I would like the full credit I worked diligently to negotiate with ******** airlines and ****** barbados. The total credit from my calculation is $3282.88. I also would like the deadline to use this credit to be extended from 12/27/13 to November 30, 2014 considering the very poor handling of this matter by cheap caribbean and to make up for all of the stress this entire matter has caused me and my family. if this outcome can not be provided in good faith without later retaliation, I would prefer a full credit refund to my credit card in the amount $3282.88.

Business Response:

After review of the case, the following actions were taken by CheapCaribbean.com:

 

  • The client booked a vacation online on 12/27/13

The client purchased round trip airfare from LAX to BGI, a 5 night stay at the ****** Barbados Resort. Round Trip Airport Transfers and *** Standard Insurance Coverage

The client purchased this vacation for *****, *****, *** ******** and herself to travel 4/6/13

 Thru 4/11/13 at a total cost of $4691.60


A trip cost breakdown is as follows:

$1383.08 Hotel ($276.61 per night)

$ 2886.00 Airfare ($721.55 per person)

$95.00 Transfers

$327.32 *** Standard Insurance

                              $4691.60Total Package

  • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

Our Terms specifically state:

 “Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

 

9/15/13 Airline offers mostly take anywhere between 6-8 weeks to be processed by the airlines.  After inquiring about the offer given to our client by ** the client notified us they ** had sent the vouchers directly to them: $707.40 per ticket x 4 = 2829.62. 

The client currently holds an existing CheapCaribbean.com future credit in the amount of 453.28, due to expire one year from booking date per our terms and conditions agreed to at the time of booking, expiration: 12/27/13.  However we extended the Future Credit as a customer service gesture towards our client and sent the client the following email:

From: Customer Care Sent: Monday, September 16, 2013 12:40 PM

To: '******* ********'

Subject: RE: ********- ********- ******** Airlines

1 .According to the Director of Air Operations, you can book directly with ******** Airlines using the vouchers. ******** Airlines issued them directly to you. The best way to confirm this information is to call ******** Airlines and inquire with them. 2. I have contacted my supervisor on your behalf and she agreed to extend your credit for travel prior to 4/6/14 as requested. All travel must be completed by this date. This extension is only applicable to the Cheap Caribbean credit of $453.28. You must book the credit by the original expiration date of 12/27/13. Furthermore, I recommend checking the airline credit expiration date because in most cases they will not grant extensions.

Future Credit Breakdown:

2829.62 ******** Airline credit (707.40 X 4)

  453.28 CheapCaribbean.com Future Credit

3282.88 Total Future credit available to clients

Once again, we reiterate are sincere apologizes for any difficult they may have encountered.  Our aim is always to provide the best service and we hopes that they a will gives us another opportunity to prove this.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: The vouchers are not payable to me, they are payable to cheap caribbean (***** ****** tours).  ******** airlines has not confirmed that they will honor them if I attempt to book flights directly with them using these vouchers.  The vouchers also say they are not transferable.

Until I can confirm with ******** airlines that they would allow me to use these vouchers, I consider this issue unresolved.

I am also very disappointed that cheap carribbean had no resolution and kept me on hold until BBB contact them.  Cheap carribbean was on notice that I had these vouchers since mid July (I even offered to mail them to cheap carribbean) and they advised me that no credit would be provided until this credit showed in "the system" and the vouchers meant nothing to them and they did not need me to send the vouchers to them.  I waited patiently  6-8 weeks for this airline credit to show in their "system" and no contact. 

How can I get back to you, after I confirm with ******** airlines?

Please advise.


Regards,

******* *****-********

Business Response:

Our client had formally initiated a chargeback for this resevation with her credit card company.  It was redeemed in our favor on 6/3/13.

We apologize if the client feels we were not proactive in assisting her in a timely fashion.  Our records indicate over the course of several months we remained in contact with her in attempt to assist her in reaching a form of resolution under the circumstance they encountered and per our terms and conditions in which she had booked.

Per our records we see that the client faxed to us 4 redeemable vouchers offered by the airlines (see attached, faxed by the client to us on 9/11/13) for verification of use.  As communicated in our earlier response we confirmed with our tickets department that the clients are able to redeemable the offer directly with **. This information is also stated on the vouchers.

After further review it appears the clients communicated to us that a refund from the airlines was forthcoming to CheapCaribbean.com. We had advised the client that refunds often take 6 -8 weeks to be processed.  Once we received the fax from the client it was understood that ** had offered the client a future credit voucher to be redeemed for air travel at a later date. No refund was being offered in this case by the airlines.

If I can be of any further assistances to the client or if they have any additional concerns they may contact me directly.  I can be reached at ###-###-#### extention ****.

At this time our position remains the same.   

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
I wanted to advise that since the rejection of the response from cheap caribbean I attempted to book hotel with cheap carribbean to utilize my $458.00 credit and now I find that because I am not booking airfare through cheap carribbean, I only have a choice of 4 hotels vs 45 hotel choices if I were booking airfare and hotel through cheap carribbean.  I was told nothing could be done to allow me to book at any of the other hotels available under the air/hotel options (********, ******, **************** or any other of their 45 options).

None of the 4 hotel choices that are available to me are real options because one does not allow children and the others are completely out of our price range ($500.00 or more per night) or they are in a remote location nowhere near San Juan Puerto Rico (or both).

In their response, cheap carribbean failed to mention this restriction which is a significant point.

I would like the option to book at the other hotel options that are currently unavailable to me according to cheap caribbean.

Thanks,
******* ********


Regards,

******* *****-********

Business Response:

Please note that some of our packages offered can only be offered in conjunction with airfare as governed by the resort and airlines.  However we are more than willing to assist our client further with her inquire. If the client is looking to book a particularly land only package not appearing on our website we ask that she contact our services department for additional assistance. We will do our best to accommodate her request.  At this time we have no record of her contacting us directly as instructed when we issued to her the future credit voucher:

Future Credit Voucher

Customer’s Name: ******* ***** ********

Booking ID #: ********

Cheap Caribbean Credit: $453.28

Date Issued: July 13, 2013

Expiration Date: December 27, 2013

IMPORTANT

All future credits must be used in full, and travel must be completed by the expiration date

listed on this voucher. Air travel must be booked with the original carrier.

Spirit Airlines (NK) has strict rebooking policies in order to utilize remaining air credit. This may include a

60 day rebooking window from day of cancellation; after 60 days, the air credit is null/void. For full

terms please visit www.spirit.com.

Thank you for choosing CheapCaribbean.com!

Please call our Help Desk

###-###-#### – Prompt #1

When you’re ready to apply your

CheapCaribbean.com Credit Voucher

Toward your next Caribbean or Mexico vacation

We look forward to hearing from our client very soon to book her next vacation to the Caribbean.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is one that will not work for my family.Yes, I did call Cheap Caribbean to attempt to book Gran Melia San Juan (1 of the 4 options I mentioned) but it was going to be over $500.00 per night.  Something that was out of our price range for hotel even with the credit. 

 I will consider the 453.00 useless and another loss related to this entire ordeal. I am accepting simply because I have no desire to continue this back and forth.  More than anything, after 6 months of dealing with a company that has been of no help I will go on the record saying that Cheap Caribbean is a company that lacks human touch and has no capacity to offer any viable, customer focused solutions for customers who have things go wrong with their travel.

I am ready to just close the issue and move forward.

Regards,

******* *****-********

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Cheap Caribbean.com sold us a package to the hotel that was undergoing the major reconstruction without telling us about it. So we were forced to spent two weeks on the construction site.

Desired Settlement: We think that a company should give us a refund

Business Response:

After review of the case, the following actions were taken by CheapCaribbean.com:

 

·        The client booked a vacation online on 7/9/13

The client purchased round trip airfare from Boston to Punta Cana, a 14 night stay at the Punta Cana ******** *** ****** ****** and *** and Round Trip Airport Transfers. 

The client purchased this vacation for ****** ********** and himself to travel 8/5/13 thru 8/19/13 at a total cost of $3341.34 


A trip cost breakdown is as follows:

$2222.92 Hotel ($79.39 per person per night)

$1178.42 Airfare ($589.21per person)

$40.00 Transfers

                        $3341.34 Total Package

·        During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

Our Terms specifically state:

 “Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

8/10/13 Client contacted upon their return from Punta Cana to express their dissatisfied due to construction at the resort, requested a refund.  

Client informed the agent that he had spoken to the manager at the resort on several occasion to express their concerns but did not receive satisfaction.

On behalf of the client we contacted the resort as we had received no prior knowledge of construction at the resort

8/29 /13 we received notification from the resort along with an apology to refund the clients one night of their stay due to the inconveniences encountered.  The following email was sent to the client:

From: Customer Care

Sent: Thursday, August 29, 2013 3:54 PM

To: '****** **********'

Subject: RE: Post-Travel Complaint - Booking ********

Re: Booking # ********

Dear **. & ***. **********,

We would first like to take this opportunity to thank you for your patience while we received the response from Punta Cana ******** *** ****** ****** & ***. It is always our goal to provide our customers with the best vacation at the best price and we want nothing more than for you to enjoy your vacations with CheapCaribbean.com. Thank you for taking the time to provide us with your valuable comments. It is unfortunate when circumstances beyond our control occur among the hundreds of properties we carry on our website and we certainly do regret any inconvenience. We have contacted the resort regarding your concerns and requested compensation on your behalf. CheapCaribbean.com is happy to advise that the resort has authorized a one (1) night refund for your reservation. We are refunding you for $151.64 as that is equal to the amount paid for one (1) night of your hotel accommodations. The refund will be issued to the credit card on file that was used to book the reservation. Please be advised that it can take 7-10 business days for the refund to show on your credit card, depending upon your individual bank/credit card company.CheapCaribbean.com appreciates you as our valued client and truly apologizes for any difficulties you may have encountered. Please be assured that we will continue to work directly with the management and staff at Punta Cana ******** *** ****** ****** & *** to ensure our clients are receiving the service they expect and deserve. While we cannot change the past, we hope that you will give us the opportunity to serve you again in the near future so that we can provide you with a much more positive travel experience. Thank you again for choosing CheapCaribbean.com! Assuring you of our best intentions at all times, we remain,

Yours sincerely,

8/30/13 client emailed us displeased with the resolution response

The following email was sent to the client:

 

From: Customer Care

Sent: Friday, August 30, 2013 9:07 AM

To: '****** ******'

Subject: RE: Post-Travel Complaint - Booking ********

**. & ***. **********,

Again, we are very sorry to hear of the disappointment with your recent reservation at the Punta Cana Princess. As was discussed on August 20, 2013, CheapCaribbean.com was not notified by Punta Cana ******** of any renovations taking place at their resort. After our inquiry with the resort, we were informed by Management at Punta Cana ******** that their pool was closed from August 07 through August 15 due to renovations. Again, we truly apologize for this inconvenience; however this information was not made known to CheapCaribbean.com by the resort. Had we been informed of this, we would have certainly notified you and all of our affected clients accordingly (as your reservation was not the only reservation we had during this time period). Please be advised that, even though the main pool at Punta Cana ******** was closed for renovations, three more pools in the complex at their sister properties were open during this time. As also discussed, we did advise that we were not contacted by you during your two-week stay and informed of your displeasure or dissatisfaction with the resort.

At CheapCaribbean.com, we do everything in our power to ensure a safe, pleasurable, and affordable vacation for our clients. However, as you know, many of your experiences are outside of our control. It is often times difficult to repair a broken vacation upon return. Had we been given the opportunity to repair things while you were in destination (such as relocation to a different resort), your trip may have been more satisfying to you in the end. It is unfortunate that your vacation did not meet your expectations, as this is our only goal. We understand that this is not the outcome you desire and we certainly apologize for your disappointment. Again we reiterate our sincere apologies for any difficulties you may have encountered. We hope to be able to provide a better vacation experience for you in the future.

Thank you again for choosing CheapCaribbean.com

A refund in the amount of 151.64 was processed to the credit card on file for Booking ********.

We must acknowledge that CheapCaribbean.com was not contacted while our clients were at the resort with regards to any issues in which they encountered. We truly apologize for any inconveniences they experienced; however, we could have immediately contacted the resort on their behalf to advice of their dissatisfaction and/or moved them to another resort. It is often times difficult to repair a broken vacation upon return. Had we been given the opportunity to repair things while you were in destination, their trip may have been more satisfying to you in the end.

Once again, we reiterate are sincere apologizes for any difficult they may have encountered.  Are aim is always to provide the best service and we hopes that they a will gives us another opportunity to prove this.

All remaining services that the client purchased was a renders in full per the Terms and Conditions (see attached) that the client clicked and agreed to during the online booking process.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: It was responsibility of Cheap Caribbean to notify us about  the full scale construction at the hotel at the time of the purchase of the vacation package. They failed to do so and as a result our entire vacation was ruined. Therefore, we expect a compensation for the entire period of our stay and not one night as was offered by Cheap Caribbean.

Regards,

***** **********








Business Response:

We included our contact information in our travel documentation in which the clients receive at the time of booking (see attached) as well as inform the clients to contact us to assist is needed in destination.

Per our Terms and Conditions agreed to at the time of booking (attached previous response), CheapCaribbean.com and its affiliates do not guarantee the accuracy of the information provided.

Please note that we contacted resorts directly when notified of their dissatisfaction. In this case after a full review was done by the Punta Cana ******** *** ****** ****** & *** compensation of a one night refund was authorized, by the resort, to be given to the clients.

The client is fully responsible for this charge The client did not contact until after travel was completed.  At that point our ability to offer compensation is greatly limited as services were rendered in full per the Terms and Conditions.  Had the client contacted us while in the destination we would have been able to immediately address their concerns and rectify them.  However when the services are completely rendered in full we are limited to offering the client the compensation that the resort agrees to provide.  

CheapCaribbean position remains the same and offers no additional compensation at this time.  No further refund or credit is offered.

Once again, we reiterate our sincere apologizes for any difficulties they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2013 Problems with Product/Service
9/9/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Good Morning, I am attempting to send information regarding a recent trip I booked through Cheapcaribbean.com and I am having technical difficulties. Is it possible to send me an email address so that I can forward my complaint that way.

Desired Settlement: Refund for hotel and ground transportation.

Consumer Response: 1 of 1,176   Fwd: CheapCaribbean.com booking #********TrashxBBB of Metro DC and Eastern PA10:02 AM (7 minutes ago)to me---------- Forwarded message ----------
From: ******* ****** <********************************>
Date: Mon, Aug 5, 2013 at 8:45 AM
Subject: RE: CheapCaribbean.com booking #********
To: ******** ******* <***************************>
Cc: "info@mybbb.org" <info@mybbb.org>


My BBB complaint # is ******* ******* *. ******Manager of Billing Services********** ********** * ********* ********* ***.******************************** ********* ******
*********** ** *****
###-###-#### Phone
###-###-#### Fax
"Change is Good" From: ******** ******* [mailto:***************************] 
Sent: Monday, August 05, 2013 8:35 AM
To: ******* ******
Subject: RE: CheapCaribbean.com booking #******** MY BBB ID # IS ******* ******** **************** **************** ******* *********** **** **** ******** ***** ************* ** *****(office):  ###-###-####(fax:)  ###-###-####(direct line)  ###-###-####website: ********************** From: ******* ****** [mailto:********************************] 
Sent: Monday, August 05, 2013 7:51 AM
To: CustomerCare@CheapCaribbean.com
Cc: ******** ******* (***************************); ********************* ******************* ********************** ************************
Subject: RE: CheapCaribbean.com booking #********
Importance: High For ******* and ********, contact them asap ************************************ ******* ** ******Manager of Billing Services********** ********** * ********* ********* ************************************ ********* ******
*********** ** *****
###-###-#### Phone
###-###-#### Fax
"Change is Good" From: ******* ****** 
Sent: Monday, August 05, 2013 7:40 AM
To: 'CustomerCare@CheapCaribbean.com'
Cc: ******** ******* (***************************); ********************* ******************* ************************ ************************
Subject: RE: CheapCaribbean.com booking #********
Importance: High Good Morning CheapCaribbean.com and Better Business Bureau of New Castle Delaware: BBB, I tried sending a complaint online, please confirm receipt of the e-mail.  ******** and *******, you can also send your complaint to BBB today.  I will attempt to contact BBB again today if I do not hear back by 12 noon EST. First, the local numbers that were provided in Cancun, Mexico were $1/minute and because of the difficulty everyone had speaking English we would have been on the telephone for a substantial amount of time and that would have cost us money.  We had to wait a while before the front desk manager even considered making a telephone call for us to ******* travel because we did not feel like it was our responsibility to hunt them down.  Next, you did not have a representative on the property and we looked several times and could not locate one; therefore, there was no way to lodge a complaint.  In addition to that, I tried to send an e-mail from my cell phone and that was my method of contact while we were there.  But because the wifi was in and out, I’m not sure if that message was ever received.  We are customers and we are being treated as if we did something incorrect when we were in a foreign country and could not find anyone to help us at all.  Every person we encounter did not speak English but they knew how to say, “you have to pay for that.”  I’m offended by your lack of concern as a company to simply try to blow us off as if our money doesn’t help grow your business each time we use it. Yes, after the fact is late but it is not our fault that you did not have representation there to assist us.  And, since you cannot assist us with any type of reimbursement outside of $20 for **. ******* transportation, because **** *** ********* or ******* Travel did not get back to us, because we were treated poorly from each company represented, and because you did not honor your policy and procedures, we will proceed w/taking this up w/the Better Business Bureau.  I will be sure not to use your services again and I will be sure to tell my friends, family, and  co-workers about this horrible experience and hope that they don’t use your service either.  We work hard for our money and to be treated so poorly is not acceptable at all. Thanks for your time in this matter. Respectfully, ******* *. ****** ******* *. ******Manager of Billing Services********** ********** * ********* ********* ************************************ ********* ******
*********** ** *****
###-###-#### Phone
###-###-#### Fax
"Change is Good"

Business Response:

Re: BBB Case #  *******

 After review of the case, the following actions were taken by CheapCaribbean.com:

  • The client booked a vacation with a CheapCaribbean.com representative on  5/24/13

The client purchased round trip airfare from PHL to CUN for 5 nights stay at the ******* ***** ********* and Round Trip Airport Transfers.  Client declined the Travel Insurance options.

The client purchased this vacation for herself, ******* **** and  ******** ******* (*added to reservation on 5/31 land only) to travel 7/9 – 7/11 at a total cost of $2228.38


Package cost breakdowns is as follows:

$1184.23 – Hotel ($236.84 per night)

$1238.76 – Airfare (619.38 X 2 passengers)

$120.00 – Transfers Round Trip ($40 per person)

$  25.00 – Deposit Fee

-$100.00– Promo

-$219.61 Price Match

$2248.38 Total Package

*******’s credit card was charged a total amount of $1851.63

********’s credit card was charged a total amount of $396.75

  • During the online booking process the client is read the terms and condition. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. 

“By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the p

Terms of Use appearing on our website as posted at www.cheapcaribbean.com/terms.jspand that all passenger name information exactly matches your official documents. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. Changes to or cancellation of your reservation will incur a $50 per person fee, plus any applicable air and resort penalties and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. Hurricane and Weather insurance is not included in this package, however comprehensive illness and injury insurance is available, as well as an enhanced ‘Cancel for Any Reason’ plan, both of which include the weather insurance coverage. The Standard illness and injury coverage is available for purchase up until 72 hours prior to departure, however, the enhanced ‘Cancel for Any Reason’ plan must be purchased today; this enhanced insurance is not available for purchase at a later date. You the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Lastly, it is your responsibility to ensure that you have the proper documents to enter, connect through, or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. Please note, it is your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Do you agree to these terms and conditions?” - The client must

agree before you proceed with the booking.

In review of the reservation:

o    5/24 Client called specifically to book the ******* ******** and informs the agent of her intent

o    We received no correspondence from our clients while in destination per our records

o    7/17 received client’s complaint post travel which was reviewed in full

o    7/17 we sent clients an acknowledgement of receiving their feedback

o    8/2 we authorized a refund to ******** for the missed transfer and sent the client the following letter addressing our clients concerns:

We would first like to take this opportunity to thank you for your patience while we further looked into your concerns. We are very sorry to hear of the disappointment with your recent trip to the ******* ****. It is always our goal to provide our customers with the best vacation at the best price and we want nothing more than for you to enjoy your vacations with CheapCaribbean.com. It is unfortunate when circumstances beyond our control occur among the hundreds of vendors we carry on our website.

Thank you for taking the time to provide us with your valuable comments. Upon reviewing the Added Value contained within your travel documents, we must acknowledge that your reservation does not qualify for the Added Value Free Room Upgrade. Per the information stated on your Added Value voucher, the guaranteed free room upgrade is only valid when booking in the Superior Deluxe Garden View room category. As you know, you booked the Deluxe Gardenview room category and not the Superior Deluxe Garden View room category. In regards to the difficulties in which you encountered during your stay at ******* ***** *********, we must acknowledge that CheapCaribbean.com was not contacted or made aware while you were in destination of any issues in which you were encountering with the resort.

Your documents contained a voucher which states.  If you need to contact us while on vacation, please call our Destination Help Desk. Your documents also contained a voucher with a local phone number and email address for our Destination Service Representative who lives in the Riviera Maya area. Our Destination Service Representative is available to assist clients with questions and/or issues that may arise at resorts. The toll free number and email address to our main office, which is open daily from 5am-3am EST, is also located on every voucher within your travel documents. We truly apologize for any inconveniences you experienced; however, we could have immediately contacted the resort on your behalf to advise your dissatisfaction and/or moved you to another resort.

As you know, CheapCaribbean.com was not contacted until upon return from your trip. It is often times difficult to repair a broken vacation upon return. Giving us the opportunity to repair while in destination may have been more satisfying to you in the end. At this date, the services in which were offered to you were rendered in full. Nevertheless, we have contacted the resort to inform them of the concerns you encountered during your stay. Please be assured that we will continue to work directly with the Management and staff at ******* ***** ********* to ensure our clients are receiving the service they expect and deserve.

Again, we appreciate you taking the time to let us know of your experience so that we may use this information to improve the service we provide to our future customers. In regards to the return transfer service in which **. ******* did not receive, we are refunding **. ******* for $20.00 as that is equal to the amount paid for the one (1) way return transfer service not received. The refund will be issued to **. ******* **** credit card on file ending **** that was used to book her reservation. Please be advised that it can take 7-10 business days for the refund to show on your credit card, depending upon your individual bank/credit card company.

In regards to the rain you encountered during your trip, as per the SPF voucher included in your travel documents, please be advised that you would need to email ************************* with 30 days upon your trip return. Upon verification of our weather records, you will receive a SPF promotional code via email which has a total value of $100 as per the terms and conditions of the SPF 100 Sunshine Protection Plan.

Please be assured that CheapCaribbean.com appreciates you as our valued client and truly apologizes for any difficulties you may have encountered. While we cannot change the past, it is our hope that you will give us the opportunity to serve you again in the near future so that we can provide you with a much more positive travel experience. We offer a broad spectrum of properties, and there is no question that we can find something you will enjoy. Thank you again for choosing CheapCaribbean.com! Assuring you of our best intentions at all times, we remain,

Yours sincerely,

Customer Care Department

Once again, we reiterate are sincere apologizes for the issues the client felt they encountered and/or did not meet their expectations.  It’s difficult to resolve some issues once the client has returned from their vacation and the services have been rendered. Again, the best way to resolve these types of issues is to address them first with the resort while in destination. It’s easier to show or expresses what is wrong and what the client wishes to have corrected right then and there. If satisfaction is not reached we then suggest of course contacting us for further assistance.

Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

*Terms and Conditions attached

*Travel Documents attached

No further compensation is being offers at this time. All services are seen as rendered in full.

Consumer Response:

Good Morning BBB,

After all is said and done, we had NO WAY of contacting them while in Mexico unless we PAID for it ourselves.  We tried numerous times via WIFI to email and could not contact anyone.  The "FREE" "Local" number that they "said" they provided did not exist nor was it given to us.  We were told every call we made we had to pay for it.  Never mind the fact that I sent pictures of our sleeping arrangements which was not surprising being that we received poor service the entire trip.  I am offended that they will not give us a refund on at least the hotel portion!  This company will never see any business from me, my family, or friends.

Please see initial letter, pictures, etc. below:

******* *. ******

*** ******** ****** *********** ** *****

###-###-####

************************

July 12, 2013

Cheap Caribbean

2003 South Easton Road

Suite 100

Doylestown, PA 18901

Reservation #:  ********.*

Dates:  7/6-11/2013

Cancun, Mexico

**** *** ***** *********

Dear Sir or Madam:

In recent years, I was a customer of ******* Travel and after many years of faithful patronage I took a chance and started booking my vacations on my own.  My first with Cheapcaribbean.com was last October 2012 when my friends and I traveled to Montego Bay, Jamaica West Indies (Reservation #’s:  ******** & ******** & Dates:  10/11-15/2012 *** ******* ***) and I was so impressed, I decided to use your service again to travel to Cancun, Mexico this year.  However, this trip to Cancun was less than favorable and we were extremely disappointed and frustrated (and that is putting it mildly).  Our complaints are as follows:

I.                     Rain

a.        Dates:   from 7/6-8/2013 (Saturday-Monday) and I was neither aware nor informed that this was Mexico’s raining season. 

b.      Your SPF 100 Sunshine Protection Plan bullet # 3 only allows one person the $100 off credit.  All 3 of us should be entitled to the $100 credit.

II.                   Room Upgrade

a.        Added Value states that we would be guaranteed a FREE room upgrade.  However, we were given a small cot that was placed tightly in a corner of our room and I literally had to stand on the bed to climb on and lie down.  The bed was old and uncomfortable; I will attach photos of the bed.

b.      Room service had to be called several times to clean our room, bring fresh towels and face cloths, bring bathroom tissue, and to restock the mini-bar.  Usually we waited for long periods of time for them to bring us any of the items.

c.       Television broke and was replaced and had 2 English channels and around 12 a.m. pornography was shown which is offensive and my 17 year old daughter was with us and that was totally inappropriate.

d.      Was promised a spa credit initially (first day) and then informed and haggled to go to a timesharing event which we declined.  We were told to speak to “****” but there was no one by that name working at the time at the Circle One desk.  Spoke to a man named “****” at the front desk regarding the situation and he was very rude to me.

III.                 Dining

a.        Each restaurant server was rude and could barely speak English.

b.      We were hurried along to eat on numerous occasions

c.       We were treated poorly in the restaurants (racism)

d.      Food mediocre at best

e.      Was told we couldn’t eat several times

IV.                 Shuttle Service

a.        Shuttle service did not run in a timely fashion

b.      Shuttle literally broke down and we were ordered off to walk a long distance

c.       When my daughter and I were ready to check out, we called the shuttle service 7 times and were not picked up until 45 minutes later.

V.                   Airport Transportation

a.        We were told to meet an ******* representative named ***** and another male representative to arrange for transportation to the airport.

b.      We waited in line for 20 minutes to speak with a female representative named ***** and she spent 5 minutes with us and hurried us along.

c.       The day before our departure we spent 1.5 hours speaking with the front desk representative to call ******* to obtain & arrange our transportation to the airport.  We used the front desk telephone because if we would have called from our room it would have cost $1./minute.

d.      After spending all of that time in the lobby with *******, when we got back to the room we received a voicemail message giving us transportation details.  We received this message roughly around 9:30 p.m. the day before we were scheduled to leave.  We were nervous because we were told the transportation would be arranged the day after our initial arrival.

e.      ******** ******* had an early departure on 7/11/13 and we were in front of the hotel roughly around 7:55 a.m. that day and we waited until about 9:45 a.m. for the bus to pick her up to bring her to the airport.  We spoke to ***** who was not helpful at all and just kept looking at her phone and texting as we sat anxiously waiting to find out how **. ******* would make it to the airport on time to catch her flight which was scheduled for departure at 11:45 a.m.

VI.                 Beach

a.        The beach had sand bags along the entire beach

b.      Water was dirty and filled with seed weed and we were forced to stay in the pool area.  I do not travel to the Caribbean to go to the pool because I can do that in the USA but we did not have a choice in the matter.

Overall, I must admit, that this has been one of the worse vacations I have ever taken.  Moreover, I am sick from the horrible/undercooked food.  I have literally been sick for the past 3 days from the food/drinks.  I realize that you are a large company with and you have a good reputation for providing customers with the utmost/best customer service.  Therefore, we are humbly requesting to be reimbursed for the trip.  I did not expect this type of service at all and this was a graduation gift to my daughter and she was so unhappy there. 

I hope to hear from a representative soon regarding my letter and request.

Thank you for your time, immediate attention, and consideration in this matter.

Respectfully,

******* ******

******** *******

******* ****

Cc:          File

                **** *** ***** *********

                ******* Tours

 

Please review the email below.  I called & left a message today & this is my 5th attempt trying to contact your company.  
 
I look forward to hearing from you soon.
 
Respectfully,
 
******* ******

YMG
Sent from my iPhone
Begin forwarded message:

From: ******* graham <yolandamonique70@aol.com>
Date: July 16, 2013, 12:13:17 PM EDT
To: "******* \"Yoyo\" ******" <********************************>
Subject: Fwd: **** *** ***** *********

YMG
Sent from my iPhone
Begin forwarded message:

 
In a message dated 7/12/2013 7:15:59 P.M. Eastern Daylight Time, *******Monique70@aol.com writes:
 

Good Evening Sir or Madam:
 
Please review and respond to the attached letter and see pictures within e-mail.
 
Thank you for your time and prompt attention.
 
Respectfully,
 
******* M. ******
 
 








 
 








 
 





 
###-###-#### Mobile
###-###-#### Home
yolandamonique70@aol.com
Serving with Humility, Soaring with Excellence
 
 
 
 

 

  3 Attached Images

To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:


Regards,

******* ******








Business Response:

Again we apologize if the client feels they were not response for phone/connection charges if/when needing to contact CheapCaribbean while in destination.  

Dialing toll-free numbers from Mexico typically involves entering a different code for each three-digit prefix, such as 800, 877 or 888. Depending on how you call, such as from a personal cell phone, pay phone or a hotel lobby, you may be charged for placing an international call even though you are dialing a toll-free number. This varies depending on where you travel in Mexico. Our clients voucher reads on page 4:

If you need to contact us while on vacation, please call our Destination Help Desk:

Calling from the Dominican Republic: ###-###-#### (TOLL FREE)

Calling from Mexico: 00###-###-#### (TOLL FREE)

From any other destination: ###-###-####

Some resorts will charge a minimal access fee to dial a toll-free number, and some resorts will not allow toll-free calls.

In these infrequent cases, please dial ###-###-####

Had the client given us the opportunity to assist them while in destination we feel the outcome for them could have been one of a different experience,

At this time our position remains the same.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: During my recent vacation to the Dominican Republic with my family that I booked through CheapCaribbean.com, I encountered a horrible probem which are bed bugs in the hotel rooms we were staying in. We complained to the managment and to Cheap Caribbean about it, and were transferred 3 times to different set of rooms but in each room there was the same problem. We came home and threw away our 3 luggages and some of our clothes. The rest we washed,but are suspecting that we might have brought them in our home somehow so we feel that not only did they ruin our vacation,but jeopardized our health with these bites and all the expenses we went through and still are going through let alone the fear, anxiety and worry that this has caused us so we want to be refunded and compensated in full for all the expenses we went through and will have to endure to contain this problem. Additionally our disabled son was terrified and still didn't recover from this experience and our lives changed in the worst possible way.

Desired Settlement: trip refund and compensation for additional expenses

Business Response:

After review of the case, the following actions were taken by CheapCaribbean.com:

  • The client booked a vacation with a CheapCaribbean.com representative on 6/29/13

The client purchased round trip airfare from BOS to PUJ for 7 nights stay at ***** ***** ******* Punta Cana and round trip airport transfersThe client purchased this vacation for ****, ******, ****, **** ******* to travel 7/30/13 – 8/6/13 at a total cost of 3908.08 


Cost breakdown is as follows:

$2053.32– Hotel

$1874.76 – Airfare

$80.00– Transfers

-$100.00 Promo

$3908.08 Total

 

  • During the online booking process the client is read the terms and condition. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. 

“By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the p

Terms of Use appearing on our website as posted at www.cheapcaribbean.com/terms.jspand that all passenger name information exactly matches your official documents. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. Changes to or cancellation of your reservation will incur a $50 per person fee, plus any applicable air and resort penalties and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. Hurricane and Weather insurance is not included in this package, however comprehensive illness and injury insurance is available, as well as an enhanced ‘Cancel for Any Reason’ plan, both of which include the weather insurance coverage. The Standard illness and injury coverage is available for purchase up until 72 hours prior to departure, however, the enhanced ‘Cancel for Any Reason’ plan must be purchased today; this enhanced insurance is not available for purchase at a later date. You the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Lastly, it is your responsibility to ensure that you have the proper documents to enter, connect through, or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. Please note, it is your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Do you agree to these terms and conditions?” -The client must

agree before you proceed with the booking.

In review of the reservation:

8/3/13 clients contacted us to inform us of the said issues of bed bugs stating the resort  had moved them 2 times but still having issues. They originally requested to leave the next day however was advised there was no value to their ticket after fees were applied. We then also spoke to the hotel manager requesting for him to meet with their clients.  The agent then left a voice message on the clients cell phone and informing them of this

8/13/13 client contacted us upon their return and explained they were seeking compensation for medical bills that they incurred. They were advised that they needed to contact the resort directly under the circumstances as we cannot intervene with medically related issues due to liability reasons. We then advised we would email the contact information for the resort.  The client acknowledged he understood. The following email was then sent to the clients:

From: Customer Care Sent: Tuesday, August 13, 2013 1:01 PM

To: '****************'

Subject: Post-Travel Complaint - Booking 30924772

**. & ***. *******,

As we discussed, the contact information for the Grand Bahia Principe Punta Cana may be found below. We are very sorry to hear of the situation that you experienced while on vacation. CheapCaribbean.com wants nothing more than for you to enjoy your vacations with us as it is not every day that you go on vacation. Again, we are unable to intervene or provide any type of assistance with an incident/issue of this nature, due to liability and legal reasons. CheapCaribbean.com appreciates you as our valued client and hopes you will give us the opportunity to serve you again in the near future.

Thank you again for choosing CheapCaribbean.com.

Mailing Address:

***** ***** ******** Punta CanaCrta

***** *****

Macao.

Higey Provncia La Altagracia

Repblica Dominicana

Phone: ** ***** ********Fax: +* ***** ********Email: i********************************

Once again, we reiterate are sincere apologizes the resort did not meet the clients expectations. It’s difficult to resolve some issues once the client has returned from their vacation and the services have been rendered. Again, the best way to resolve these types of issues is to address them directly with the resort if seeking further compensation or coverage of incurred costs. 

Attached is our terms and conditions at the time of booking

Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

No further compensation is being offers at this time. All services have been rendered in full.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: when myself and my husband booked our vacation through cheap Caribbean we payed the extra money for the enhanced, cancel for any reason, insurance. when we started the process of divorcing we needed to cancel our vacation. the travel date was june 30 2013- july 6 2013 of this year. i was the one who called cheap Caribbean first to cancel. this conversation was recorded back in may. the person that i talked to told me that since the vacation was booked under both my credit card and my husbands that he had to call to officially cancel the whole reservation. when he called back, cheap Caribbean transferred him to the insurance company that they use for their trips. at this time he got all the necessary paperwork. we sat down and filled all the information out to cancel our vacation, and returned it to the insurance company that cheap carribean deals with. 3 days before our vacation was supposed to be: cheap carribean has it documented that they received all the necessary paperwork from the insurance company fully completed and processed. so at this time we thought that everything was done. except we have been battling ever since with cheap carriblean, because they say that we never offically cancelled vacation. eventho it was their directions that got us to complete the steps that we followed with the insurance company. they claim that we should have called them back again to verbally cancel the vacation. in my option if u follow all the steps that a company tells you to follow im not sure why anyone would think to call back and verbally cancel, when you have documented information stating the cancellation, that was recieved prior to our vacation date. now we have been battling with them because they wont give us our money back! please help! i could really use this money back now that i am going through a divorce. especially since we payed extra money for the cancel for any reason package!

Desired Settlement: i would like for cheap carribean to refund myself and my husband, **** *******, for the appropriate amount from our vacation since we filed everything the way that we were supposed to and since we bought the cancel for any reason package.

Business Response: At this time the reservation is under review.  The client on 8/26 has been informed that once the case has been reviewed we will contact her directly with the determined outcome.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked a resort with them and paid in full on August 6th, 2013 at approximately 730am. The website stated that my confirmation number is: ********. A few minutes later I received email confirmation of the purchase and the official voucher to present to the resort upon arrival. I also received a bank alert on my card that cheapcaribbean has deducted 893.92 from the account. At this point we packed and purchased transportation so that we can arrive at the resort in ** ******, Dominican Republic. Upon arrival I received an email from cheapcaribbean accusing me of credit card fraud and saying that this fraud is a very serious action, etc. and that my reservation was cancelled. At this point I became very upset because they took my money and I have no where to go, almost got robbed trying to find alternate place to stay but I was stuck anyway because cheapcaribbean still had my money so I could not book or pay for anything else. I called and spoke to a representative and they said that there was nothing they could do and that they don't allow reservations in such short notice. Then why did the system let me do it and take my money as well? Basically cheapcaribbean left me stranded and misrepresented themselves. I want my money back today or my reservation reinstated or I will be forced to take legal action.

Desired Settlement: I would like a refund plus damages which are yet to be incurred due to the fact that they took my money. At this point that have stolen my money and not given me what i purchased and that is a crime as well.

Business Response:

After review of the case, the following actions were taking by CheapCariibean.com:

 

  • The client booked a reservation a online on  8/6/13

The client purchased a 2 night stay at ****** ******** Resort and Spa

The client purchased this vacation for **** ******, ****** ** ** *** and ******** ***** and himself  to travel 8/7/13 – 8/9/13 at a total cost of $893.92 

 

  • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

Our Terms specifically state:

“Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

 

On 8/6/13 7:27am a booking was made to travel the following day

We attempted to contact the client as many times these types of bookings are found to be fraudulent activity when booked for last minute travel

In order to verify this information we attempted to reach the client however were unsuccessful

The booking was then void (per our terms and conditions) and the client refunded in full:

LIABILITY DISCLAIMER

THE INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES PUBLISHED ON THIS WEBSITE MAY INCLUDE INACCURACIES OR TYPOGRAPHICAL ERRORS. IN PARTICULAR, CHEAPCARIBBEAN.COM, INC. AND ITS AFFILIATES DO NOT GUARANTEE THE ACCURACY OF, AND DISCLAIM LIABILITY FOR INACCURACIES RELATING TO THE INFORMATION AND DESCRIPTION OF THE HOTEL, AIR, CRUISE, CAR AND OTHER TRAVEL PRODUCTS DISPLAYED ON THIS WEBSITE (INCLUDING, WITHOUT LIMITATION, PHOTOGRAPHS, LIST OF HOTEL AMENITIES, GENERAL PRODUCT DESCRIPTIONS, ETC.), MUCH OF WHICH INFORMATION IS PROVIDED BY THE RESPECTIVE SUPPLIERS. HOTEL RATINGS DISPLAYED ON THIS WEBSITE ARE INTENDED AS ONLY GENERAL GUIDELINES, AND CHEAPCARIBBEAN.COM, INC. AND ITS AFFILIATES DO NOT GUARANTEE THE ACCURACY OF THE RATINGS. CHANGES ARE PERIODICALLY ADDED TO THE INFORMATION HEREIN. CHEAPCARIBBEAN.COM, INC., ITS AFFILIATES, AND/OR THEIR RESPECTIVE SUPPLIERS MAY MAKE IMPROVEMENTS AND/OR CHANGES ON THIS WEBSITE AT ANY TIME. INTER ISLAND TOURS, Ltd. IS AN AFFILIATE OF CHEAPCARIBBEAN.COM AND ANY REFERENCE TO "AFFILIATE" IN THESE TERMS OF USE SHALL SPECIFICALLY INCLUDE INTER ISLAND TOURS, LTD.

CHEAPCARIBBEAN.COM, INC., ITS AFFILIATES, AND/OR THEIR RESPECTIVE SUPPLIERS MAKE NO REPRESENTATIONS ABOUT THE SUITABILITY OF THE INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES CONTAINED ON THIS WEBSITE FOR ANY PURPOSE. THE INCLUSION OR OFFERING FOR SALE OF ANY PRODUCTS OR SERVICES ON THIS WEBSITE DOES NOT CONSTITUTE ANY ENDORSEMENT OR RECOMMENDATION OF SUCH PRODUCTS OR SERVICES BY CHEAPCARIBBEAN.COM, INC. OR ITS AFFILIATES. ALL SUCH INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. CHEAPCARIBBEAN.COM, INC., ITS AFFILIATES, AND/OR THEIR RESPECTIVE SUPPLIERS HEREBY DISCLAIM ALL WARRANTIES AND CONDITIONS WITH REGARD TO THIS INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES, INCLUDING ALL IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NONINFRINGEMENT.

CHEAPCARIBBEAN.COM HAS MADE TRAVEL ARRANGEMENTS AS AN AGENT FOR THE TRANSPORTATION CARRIERS AND OTHER SUPPLIERS OF SERVICES CONNECTED WITH THIS PURCHASE, ALL OF WHICH ARE INDEPENDENT CONTRACTORS, INCLUDING BUT NOT LIMITED TO, THE CARRIERS, HOTELS, CRUISES AND OTHER SUPPLIERS PROVIDING TRAVEL OR OTHER SERVICES FOR THE RESERVATION. CHEAPCARIBBEAN.COM IN NO WAY OWNS OR OPERATES THE VEHICLES OR FACILITIES TO BE USED DURING THE TRIP. CHEAPCARIBBEAN.COM DOES NOT GUARANTEE THE PERFORMANCE BY OR ASSUME RESPONSBILITY FOR THE SUPPLIERS, THEIR EMPLOYEES, AGENTS, ETC. FOR THE ACTS, ERRORS, OMISSIONS, REPRESENTATIONS, WARRANTIES, BREACHES OR NEGLIGENCE OF ANY SUCH SUPPLIERS OR FOR ANY PERSONAL INJURIES, DEATH, PROPERTY DAMAGE, OR OTHER DAMAGES OR EXPENSES RESULTING THEREFROM. CHEAPCARIBBEAN.COM, INC. AND ITS AFFILIATES HAVE NO LIABILITY AND WILL MAKE NO REFUND IN THE EVENT OF ANY DELAY, CANCELLATION, OVERBOOKING, STRIKE, FORCE MAJEURE(inclement weather), LOSS OF TIME OR ENJOYMENT, INCONVENIENCE, MENTAL DISTRESS OR SIMILAR, FAILURE TO MAKE A CONNECTION, UNINTENTIONAL OR INTENTIONAL ACTS, NONPERFORMANCE, SUBSTITUTION OF ACCOMMODATIONS, THEFT OR OTHER CAUSES BEYOND THEIR DIRECT CONTROL, AND THEY HAVE NO RESPONSIBILITY FOR ANY ADDITIONAL EXPENSES, FINANCIAL LOSSES, OMISSIONS, DELAYS, RE-ROUTING OR ACTS OF ANY GOVERNMENT OR AUTHORITY.

IN NO EVENT SHALL CHEAPCARIBBEAN.COM, INC., ITS AFFILIATES, AND/OR THEIR RESPECTIVE SUPPLIERS BE LIABLE FOR ANY DIRECT, INDIRECT, PUNITIVE, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES ARISING OUT OF, OR IN ANY WAY CONNECTED WITH, THE USE OF THIS WEBSITE OR WITH THE DELAY OR INABILITY TO USE THIS WEBSITE, OR FOR ANY INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES OBTAINED THROUGH THIS WEBSITE, OR OTHERWISE ARISING OUT OF THE USE OF THIS WEBSITE, WHETHER BASED ON CONTRACT, TORT, STRICT LIABILITY, OR OTHERWISE, EVEN IF CHEAPCARIBBEAN.COM, INC., ITS AFFILIATES, AND/OR THEIR RESPECTIVE SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF DAMAGES. BECAUSE SOME STATES/JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT APPLY TO YOU. CHEAPCARIBBEAN.COM, INC. RESERVES THE RIGHT TO REFUSE SERVICE TO ANY CUSTOMER.

Client’s credit card was refund on 8/6 in the amount of 893.92 at 8:18am

The client then did eventually contact us however we advised him it was best that he book his 2 night stay directly with the resort since he was now in destination.

 Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this in the future.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Reservation #: ********.2 Dates: 7/6-11/2013 Cancun, Mexico **** *** ***** ********* Dear Sir or Madam: In recent years, I was a customer of ******* ****** and after many years of faithful patronage I took a chance and started booking my vacations on my own. My first with Cheapcaribbean.com was last October 2012 when my friends and I traveled to Montego Bay, Jamaica West Indies (Reservation #’s: ******** & ******** & Dates: 10/11-15/2012 RIU Montego Bay) and I was so impressed, I decided to use your service again to travel to Cancun, Mexico this year. However, this trip to Cancun was less than favorable and we were extremely disappointed and frustrated (and that is putting it mildly). Our complaints are as follows: I. Rain a. Dates: from 7/6-8/2013 (Saturday-Monday) and I was neither aware nor informed that this was Mexico’s raining season. b. Your SPF 100 Sunshine Protection Plan bullet # 3 only allows one person the $100 off credit. All 3 of us should be entitled to the $100 credit. II. Room Upgrade a. Added Value states that we would be guaranteed a FREE room upgrade. However, we were given a small cot that was placed tightly in a corner of our room and I literally had to stand on the bed to climb on and lie down. The bed was old and uncomfortable; I will attach photos of the bed. b. Room service had to be called several times to clean our room, bring fresh towels and face cloths, bring bathroom tissue, and to restock the mini-bar. Usually we waited for long periods of time for them to bring us any of the items. c. Television broke and was replaced and had 2 English channels and around 12 a.m. pornography was shown which is offensive and my 17 year old daughter was with us and that was totally inappropriate. d. Was promised a spa credit initially (first day) and then informed and haggled to go to a timesharing event which we declined. We were told to speak to “****” but there was no one by that name working at the time at the ****** *** desk. Spoke to a man named “****” at the front desk regarding the situation and he was very rude to me. III. Dining a. Each restaurant server was rude and could barely speak English. b. We were hurried along to eat on numerous occasions c. We were treated poorly in the restaurants (racism) d. Food mediocre at best e. Was told we couldn’t eat several times IV. Shuttle Service a. Shuttle service did not run in a timely fashion b. Shuttle literally broke down and we were ordered off to walk a long distance c. When my daughter and I were ready to check out, we called the shuttle service 7 times and were not picked up until 45 minutes later. V. Airport Transportation a. We were told to meet an ******* representative named ***** and another male representative to arrange for transportation to the airport. b. We waited in line for 20 minutes to speak with a female representative named ***** and she spent 5 minutes with us and hurried us along. c. The day before our departure we spent 1.5 hours speaking with the front desk representative to call ******* to obtain & arrange our transportation to the airport. We used the front desk telephone because if we would have called from our room it would have cost $1./minute. d. After spending all of that time in the lobby with *******, when we got back to the room we received a voicemail message giving us transportation details. We received this message roughly around 9:30 p.m. the day before we were scheduled to leave. We were nervous because we were told the transportation would be arranged the day after our initial arrival. e. ******** ******* had an early departure on 7/11/13 and we were in front of the hotel roughly around 7:55 a.m. that day and we waited until about 9:45 a.m. for the bus to pick her up to bring her to the airport. We spoke to ***** who was not helpful at all and just kept looking at her phone and texting as we sat anxiously waiting to find out how **. ******* would make it to the airport on time to catch her flight which was scheduled for departure at 11:45 a.m. VI. Beach a. The beach had sand bags along the entire beach b. Water was dirty and filled with seed weed and we were forced to stay in the pool area. I do not travel to the Caribbean to go to the pool because I can do that in the USA but we did not have a choice in the matter. Overall, I must admit, that this has been one of the worse vacations I have ever taken. Moreover, I am sick from the horrible/undercooked food. I have literally been sick for the past 3 days from the food/drinks. I realize that you are a large company with and you have a good reputation for providing customers with the utmost/best customer service. Therefore, we are humbly requesting to be reimbursed for the trip. I did not expect this type of service at all and this was a graduation gift to my daughter and she was so unhappy there. I hope to hear from a representative soon regarding my letter and request. Thank you for your time, immediate attention, and consideration in this matter. Respectfully, ******* ****** ******** ******* ******* **** Cc: File **** *** ***** ********* ******* *****

Desired Settlement: Some type of reimbursement

Business Response:

Re: BBB Case # ******* 

 After review of the case, the following actions were taken by CheapCaribbean.com:

  • The client booked a vacation with a CheapCaribbean.com representative on  5/24/13

The client purchased round trip airfare from PHL to CUN for 5 nights stay at the ******* ***** ********* and Round Trip Airport Transfers.  Client declined the ****** Insurance options.

The client purchased this vacation for herself, ******* **** and  ******** ******* (*added to reservation on 5/31 land only) to travel 7/9 – 7/11 at a total cost of $2228.38


Package cost breakdowns is as follows:

$1184.23 – Hotel ($236.84 per night)

$1238.76 – Airfare (619.38 X 2 passengers)

$120.00 – Transfers Round Trip ($40 per person)

$  25.00 – Deposit Fee

-$100.00– Promo

-$219.61 Price Match

$2248.38 Total Package

*******’s credit card was charged a total amount of $1851.63

********’s credit card was charged a total amount of $396.75

  • During the online booking process the client is read the terms and condition. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. 

“By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the p

Terms of Use appearing on our website as posted at www.cheapcaribbean.com/terms.jspand that all passenger name information exactly matches your official documents. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. Changes to or cancellation of your reservation will incur a $50 per person fee, plus any applicable air and resort penalties and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. Hurricane and Weather insurance is not included in this package, however comprehensive illness and injury insurance is available, as well as an enhanced ‘Cancel for Any Reason’ plan, both of which include the weather insurance coverage. The Standard illness and injury coverage is available for purchase up until 72 hours prior to departure, however, the enhanced ‘Cancel for Any Reason’ plan must be purchased today; this enhanced insurance is not available for purchase at a later date. You the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Lastly, it is your responsibility to ensure that you have the proper documents to enter, connect through, or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. Please note, it is your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Do you agree to these terms and conditions?” - The client must

agree before you proceed with the booking.

In review of the reservation:

o    5/24 Client called specifically to book the ******* ******** and informs the agent of her intent

o    We received no correspondence from our clients while in destination per our records

o    7/17 received client’s complaint post travel which was reviewed in full

o    7/17 we sent clients an acknowledgement of receiving their feedback

o    8/2 we authorized a refund to ******** for the missed transfer and sent the client the following letter addressing our clients concerns:

We would first like to take this opportunity to thank you for your patience while we further looked into your concerns. We are very sorry to hear of the disappointment with your recent trip to the Riviera Maya. It is always our goal to provide our customers with the best vacation at the best price and we want nothing more than for you to enjoy your vacations with CheapCaribbean.com. It is unfortunate when circumstances beyond our control occur among the hundreds of vendors we carry on our website.

Thank you for taking the time to provide us with your valuable comments. Upon reviewing the Added Value contained within your travel documents, we must acknowledge that your reservation does not qualify for the Added Value Free Room Upgrade. Per the information stated on your Added Value voucher, the guaranteed free room upgrade is only valid when booking in the Superior Deluxe Garden View room category. As you know, you booked the Deluxe Gardenview room category and not the Superior Deluxe Garden View room category. In regards to the difficulties in which you encountered during your stay at ******* ***** *********, we must acknowledge that CheapCaribbean.com was not contacted or made aware while you were in destination of any issues in which you were encountering with the resort.

Your documents contained a voucher which states.  If you need to contact us while on vacation, please call our Destination Help Desk. Your documents also contained a voucher with a local phone number and email address for our Destination Service Representative who lives in the Riviera Maya area. Our Destination Service Representative is available to assist clients with questions and/or issues that may arise at resorts. The toll free number and email address to our main office, which is open daily from 5am-3am EST, is also located on every voucher within your travel documents. We truly apologize for any inconveniences you experienced; however, we could have immediately contacted the resort on your behalf to advise your dissatisfaction and/or moved you to another resort.

As you know, CheapCaribbean.com was not contacted until upon return from your trip. It is often times difficult to repair a broken vacation upon return. Giving us the opportunity to repair while in destination may have been more satisfying to you in the end. At this date, the services in which were offered to you were rendered in full. Nevertheless, we have contacted the resort to inform them of the concerns you encountered during your stay. Please be assured that we will continue to work directly with the Management and staff at ******* ***** ********* to ensure our clients are receiving the service they expect and deserve.

Again, we appreciate you taking the time to let us know of your experience so that we may use this information to improve the service we provide to our future customers. In regards to the return transfer service in which **. ******* did not receive, we are refunding **. ******* for $20.00 as that is equal to the amount paid for the one (1) way return transfer service not received. The refund will be issued to **. ******* Visa credit card on file ending 9497 that was used to book her reservation. Please be advised that it can take 7-10 business days for the refund to show on your credit card, depending upon your individual bank/credit card company.

In regards to the rain you encountered during your trip, as per the SPF voucher included in your travel documents, please be advised that you would need to email ************************* with 30 days upon your trip return. Upon verification of our weather records, you will receive a SPF promotional code via email which has a total value of $100 as per the terms and conditions of the SPF 100 Sunshine Protection Plan.

Please be assured that CheapCaribbean.com appreciates you as our valued client and truly apologizes for any difficulties you may have encountered. While we cannot change the past, it is our hope that you will give us the opportunity to serve you again in the near future so that we can provide you with a much more positive travel experience. We offer a broad spectrum of properties, and there is no question that we can find something you will enjoy. Thank you again for choosing CheapCaribbean.com! Assuring you of our best intentions at all times, we remain,

Yours sincerely,

Customer Care Department

Once again, we reiterate are sincere apologizes for the issues the client felt they encountered and/or did not meet their expectations.  It’s difficult to resolve some issues once the client has returned from their vacation and the services have been rendered. Again, the best way to resolve these types of issues is to address them first with the resort while in destination. It’s easier to show or expresses what is wrong and what the client wishes to have corrected right then and there. If satisfaction is not reached we then suggest of course contacting us for further assistance.

Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

*Terms and Conditions attached

******* Documents attached

No further compensation is being offers at this time. All services are seen as rendered in full.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I booked a trip through cheapcaribbean.com to the Bahamas. We checked in at the airport and were given boarding passes at that time that would take us to Florida. We were told we would have to get the final boarding pass in Florida to proceed to the Bahamas. However, they checked our bags all the way through. When we got to Florida, as soon as we got off the plane we had to rush two terminals down. We got there and went to get our boarding passes, but were told that we were too late to board. Cheapcaribbean.com shafted us with this thing called illegal booking. Legally you have to be given 90 minutes to make it from one plane to board the next. We were given close to half of that time. We missed one full day of vacation. The airlines lost our luggage. No one wanted to accept responsibility and cheapcaribbean would not return our calls once we found out about the illegal booking.

Desired Settlement: I would like to be reimbursed for being stuck overnight in Ft. Lauderdale and having to stay in a hotel, along with 1 day of vacation lost.

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client a booked a reservation a online on 6/27/13 The client purchased round trip airfare from OKC to FPO, a 4 night stay at the **** ******* ******* All Inclusive Resort and Spa. The client purchased this vacation for themselves and ******* ****** to travel 7/27/13 thru 7/30/13 at a total cost of $1611.30 Declined purchase of insurance options offered: A trip cost breakdown is as follows: $579.50 Resort $1365.80 Airfare $66.00 Add On ($-400.00) - Promo Discount $1611.30 – Total Packages • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging. Our Terms specifically state: “Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change. In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.” “The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings” “CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.” • 7/27/ 13 we received a call from the client stating they had missed their connecting flight. • We contacted the airlines and advised this was a legal connection and client would need to go back to the ** desk for assistance in booking an alternate flight. • Our client then worked with the airlines directly and was re-protected on a flight the following morning at 10:40am. • We notified the resort and the transfer company of their new arrival time While we did try and assist the client to the best of our ability we unfortunately were unable to make any changes to the airline tickets as they were under the control of **. If the client is seeking recover for expenses they incurred regarding their lost luggage and overnight accommodations they should in this case contact ******** ******* directly. *Attached are our Terms and Conditions. Please note that all airfare is pulled from our website through an airline system called ***** Travel Network, used worldwide. The airfare options and availability are built in ***** by the individual airline carriers, not CheapCaribbean.com. Checking with ** they determined the connection valid and continue to this day to offer the same flight pattern as offered to our clients. Once again, we reiterate our sincere apologizes for any difficulties they may have encountered upon their departure. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this. No refund or credit is being offered at this time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The hotel reservation I bought was not the one given to me. I bought a hotel reservation at the *** Palace form cheapcaribbean.com, cheapcaribbean.com took my money then gave me a hotel voucher for rooms at the *** ***ta Fe. I called cheapcaribbean.com to tell them about the mistake and was told that if I want to stay at the *** Palace, I would have to pay them $1800 more. I said if I can't get my vacation at the hotel I just paid $5148.85 for, can they please refund my money. Cheapcaribbean.com said they will not refund my money, said the only option is to pay them $1250 more in fees and they will give me a credit for future travel...

Desired Settlement: I want the vacation I paid for, or I want all of my money back.

Business Response:

After review of the case, the following actions were taking by CheapCariibean.com:

 

  • The client a booked a reservation  online on  7/1/13

The client purchased round trip airfare from SFO to SJD, a 7 night stay at the *** ***ta Fe. The client purchased this vacation for themself, *****, ******* ******* and ****** ******** to travel 8/6/13 thru 8/13/13 at a total cost of $3899.36 


A trip cost breakdown is as follows:

2509.44 Land

1489.92 Airfare

($-100.00) - Promo Discount

3899.36 Total Package

 

  • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

Our Terms specifically state:

“Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

 

7/10/13:

·        Client called to add on passenger ******* ******* and quoted 899.00 to add the passenger. When processing the change noticed the airfare price was misquoted to the client – client was advised of the error and agreed to the charges for ******* airfare for a total of 1249.40, charged to card on file on 7/12/13 (899.00+350.00)

7/20/13:

·        Client contacted us as his wife thought they had booked the *** Palace **** *** *****

·        We contact the client and explained he did book *** ***ta Fe resort not the Palace.  

·        We also explained that we were able to pull our records and could see his session on our site with the confirmation clearly showing it.

·        Attached is the screen shots of the clients activity when booking with us online showing the client chose the *** ***ta Fe

·        We acknowledged that there had been some customer service issues with this booking regarding other issues and because we wanted a happy customer, we were willing to meet him half way on the price to make the change from the *** ***ta Fe to the *** Palace *** ***** 

·        Client agreed with the charges to make the change, we waived penalty for the change and he paid an additional $748.92  for the *** Palace **** *** *****

·        Client agreed with the above resolution and thought it was a fair compromise and appreciated the offer

Once again, we reiterate our sincere apologizes for any difficulties they felt they encountered when booking with us.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  

 
I would like to thank the BBB very much for the service you provide. A resolution to my complaint was offered as a direct result of your involvement in my case, It is a tremendous service you provide, and am very thankful for the support I received from the BBB.

Regards,

***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have booked my trip online from 7/15/13-7/20/2013. For some reason when I checked the booking to get a print out of my flight schedule. It says 7/16/-7/21/2013. This is a huge problem. I would have never booked it for this time, becuase I have to go back to work in NY and second my children have to be picked up from sleep away camp. I am highly upset cause this should have never happen. This is unfair practice and something has to be resolve.

Desired Settlement: I would like for my trip to go back to 7/15-7/20. for the sake of my children being picked up from the location. They are getting drop off from a sleep away camp and i have noone to be able to picked them up. I made my plans around theirs. If you cannot have my dates given back to me, I would like all my money back and would never book another vacation. This is my first time traveling or booking anything with this company, but so far this is a bad expereince for me.

Business Response:

We reviewed our clients reservation and booking flow in full and were able to track exactly what the client had chosen when first entering the CheapCaribbean site to book their vacation.  Attached is the print out of screen shots when our client navigated through our site.

In review:

·         The client started out with June 15-20 from JFK to Jamaica

·         Then she went back to the beginning & priced LGA to Jamaica 7/15-7/20/2013

·         Then she went back to the beginning & priced Charlotte to Jamaica 7/15-7/20/2013

·         Then she went back to the beginning & priced Raleigh Durham to Jamaica 7/15-7/20/2013

·         During the Raleigh flight selection step she selected the “day later flight” She looked at room categories July 16-21 from Raleigh

·         She went back again & changed departure to Charlotte and here selected the 16-21 flight

·         Same dates followed her thru  to the last step & terms agreement as you can see on the attached

The client did indeed contact and was advised of the change fees.  These fees still apply.  If the client wishes to make any changes to their reservation at this time they may contact our services department.  They can be reached at ###-###-#### for the next available assistant.

Once again, we reiterate our sincere apologizes for any difficulties they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchase a vacation package that includes an upgraded room in the purchase price. Contact made directly to hotel and they indicate the building that house the room I purchased is closed. After several attempts to verify why the rooms are being sold, just put off with someone will call me back. Spoke with supervisor and she promised to call me back and has not returned my call. She now agrees that room is not available therefore I was placed in a downgraded room with no notification as she verified from hotel employee. I went on website again today and after knowing the upgraded building is not available they still have the rooms selling on the Cheap Caribbean website.

Desired Settlement: Different hotel in the area with same room options purchased.

Business Response: In review of the case, the following actions were taking by CheapCaribbean.com: • The client a booked a reservation a online on 4/15/13 The client purchased round trip airfare from FLL to SDQ, a 4 night stay at the ***** ****** ******** ** ****** The client purchased this vacation for ***** ******** and herself to travel 5/17/13 thru 5/22/13 at a total cost of $1204.26 A trip cost breakdown is as follows: $713.26 Resort (Room: Junior Suite Deluxe) $591.00 Airfare (*** ****) ($-100.00) - Promo Discount $1204.26 Total Package • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging. Our Terms specifically state: “Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change. In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.” “The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings” “CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.” Client travel voucher attached and received at the time of booking ***** ***** ******** ** ****** room description posted on our site: Junior Suite Deluxe Located closest to the beach. This air conditioned suite features ceiling fans, full bathroom with hydro-massage tub and jet shower, hairdryer, sofa bed, satellite television, telephone, alarm clock, mini-bar, a private terrace/balcony and Internet access for an additional charge. "Club Golden" ******** features include: • Private reception • Room Service • Complimentary Internet in the Club House Beds 1 king size bed, 2 double beds • Amenities [Details] • Air Conditioning • Mini Bar • Cable/Satellite TV • Ceiling Fan • Coffee Maker • Iron/Ironing Board • Sofa Bed • Satellite TV • Internet Access ($) • Telephone • Bathtub/Shower Combo • Hair Dryer • Alarm Clock • Sitting Area • Bathrobe(s) & Slippers • Make-up Mirror • Terrace • Safe Deposit Box ($) • Private Check In • Max Occupancy [Details] Max occupancy: 4 Max adults: 3 (w/ no children) Max adults: 2 (w/ up to 2 children) Maximum Occupancy: 3 adults and 1 child or 2 adults and 2 children. 4/20/13 client called to inquire about the *** ***** section at the resort. Agent called the resort for specific information as told this section of the resort houses Jr. Suite rooms. Agent emails the resort to add this special request to the reservation for the client. Also added they would like to be on the highest floor if possible. This request was sent to the resort however requests can never be guaranteed only if purchased. As stated on website when entering requests: Please note request are not guarantees 4/23/13 client calls back stating she spoke to the resort and she is not in the luxury section of the resort. Agent said she will contact the resort once again. Client then inquires about changing and fee to do so. 5/3/13 client calls with many questions about the resort and asked also to price out the Dreams Resort 5/6/13 received call from client stating she booked the Junior Suite Deluxe in the *** ***** section and the resort has informed this section was being renovated. The agent calls and told that is correct and that the client room will be in a Junior Suite in the Golden Section as booked. Client states she does not want this section. We advised we could change the resort for her if she likes. Phone is disconnected by client. 5/6/13 client then calls back requested to speak to a supervisor. Supervisor returns the call to the client. She states she booked this specifically for the *** ***** section and now it’s not available. Supervisor says she will seek additional details about the *** ***** section. Supervisor then asks what is it that she is looking for once we get the info. The client states possible move to another resort 5/13/13 The *** ***** "request" was entered into her reservation after her reservation was made. The following email was sent to our client to clarify that the client booked a Junior Suite with the Golden Club features. Good Evening Hope! I appreciate your patience while I got some clarification from our content administrators regarding this matter. You did purchase the Junior Suite Deluxe room category, which is an upgraded room. The Junior Suite Deluxe room includes the Club Golden amenities which are as follows: Private reception Private check-in Welcome cocktail Four dinners per week in specialty restaurants Private Club House Selection of local and international drinks, soft drinks and juices in the Club House Free internet in the club house Free press in the club house Club Golden guests wear an "all-inclusive" bracelet of a different color There is another room category (the Junior Suite Premium) that has some additional upgrades that go with it, but that room is not available for your dates of travel. Your request for an upper floor room did go to the resort on April 20, and the resort will do their best to honor that request for you. I hope that this email clarifies any questions you had regarding your reservation. Please let me know if there is anything further I can do to assist you. Have a wonderful trip! Best Regards 5/18/13 client calls from destination stating she didn’t get the room in which she booked and she was supposed to be in the newer section and feels she is in a different section. It was explained that room 2415 was a Junior Suite Deluxe. The agent priced out a move to Dream Resorts for an additional $220. Agent states the client may have disconnected the call. No changes made to the reservation. Once again, we reiterate our sincere apologizes for any difficulties they feel they may have encountered. The client in this case is fully responsible for this charge. The client purchased this vacation online where the resort details where clearly posted. The client clicked and Agreed to our nonrefundable Terms and Conditions at the time of booking which state that changes could be made at any time and services would be rendered “as is”. No further compensation is offered at this time.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: The details they offered are not correct. on the 20th of April I was told by the agent that I was in the luxury section because the luxury *** ***** section is the only section that house Jr Suites. Upon arrivin I learn this section is closed due to low occupancy and we had to get a manager involved to even get 3 ala carte dinners after as you see Cheap CRibbean claims you get 4 ala carte meals and manager states this is with a 7 night stay and we had a 5 night stay. They are also leaving out two other conversations with other agents that stated It was conirmed I was in *** ***** section and each time stated they would call me back when htel has put something in writing because I wanted an email confirming this and each time I would have to call back and start all over again with a different agent when I didn't received a call back as promised. This is horrible customer service along with falsifying information, in my opinion. This is the second incident in whereas they give bad information or show pictures totalling different from the reason. Approximately 2008 we purchased a package from them to ***** whereas the pictures for the new resort were shown but not yet open upon our arrival. This must stop 


Regards,

**** ****








Business Response: All calls to our office were reviewed. In the first call with the client the agent places the client on hold and calls the resort to inquire about *** ***** section as this information was not found on our website. The resort advises our agent that the *** ***** section of the resort does offer Junior Suite Deluxe room. The agent communicates this to the client. In the call the client was never advised the request would be a guarantee however we did tell her we would add the request to the booking. On a later call we advise our client her request was not guaranteed and apologized for the confusion however it was explained to her in order for her to get the *** ***** section of the resort she would of had to of purchased a reservation at the sister property “Luxury ***** ***** *** ***** Collection”. For this reason we could not guarantee in writing her prior request nor of course would the resort. As a gesture to our client we did offer a change of resort on two separate occasions and offered to waive all penalties associated with the change. No changes were made to the clients existing reservation prior or during her vacation. Client booked 6 nights (5/17 – 5/22) – the resort offers as stated: 3 a la carte dinners per week of stay with a prior reservation. It would be up to the resort to offer any additional nights available This hotel is All-Inclusive. Features include: • Accommodations as selected • All meals and domestic drinks • 3 a la carte dinners per week of stay and with a prior reservation • Unlimited local drinks, beer and soft drinks in all bars of the hotel 24 hours a day • All hotel taxes and gratuities Again we sincerely apologize if the client felt mislead in anyway. We understand her disappointment with the not being provided the section of the resort she had requested early on however the fact remains that the client booked the ***** ***** ******** and received accommodation as purchased on our site and stated on her voucher. All services were rendered in full. No further compensation is being offered. In regards to her past reservation in 2008 it appears the clients relocated themselves. They had booked the ***** Resort and Casino. All information posted on our site is provided by the resorts. In this case we refunded her $125.00 for the unused nights at the resort as client was not satisfied with the resorts accommodations.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Again, this is why I say this company is so misleading. They did not mention that I received a refund in the past because the resort was so unacceptable I did not want to stay and Cheap Caribbean was charging me more to move that I was able to google the same hotel and paid to stay at ******* *** after already paying for the vacation that they use false advertising the new building. This is why I received a small refund upon my return home. 
As you can see in their last reply they state I was entitled to 3 nights of ala carte meals and the letter that they supplied to you clearly states 4 nights. I have now found this to be normal practice for them to contradict themselves. 
The manager at **** ***** ** ****** after speaking with the Cheap Caribbean rep advised me he was under the impression we were leaving the resort, however the rep advised me that the manager stating he was not willing to grant us a refund so that we could leave. Again this appears to be the way they deceive you, so when they say they offered the opportunity to leave, this is not correct.

Regards,

**** ****








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/16/2013 Problems with Product/Service | Complaint Details Unavailable
7/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a reservation, the representative coerce me into giving them a deposit of $716.96 dollar to guarantee the seating specific row on ****** airlines (seat 7A departure /7F for return flight window) was confirmed by this rep on the airline as well as the hotel/resort reservation. I called a day after to confirmed my reservation to my surprised I was told I had seats in row 20's, I asked for this to be changed I was told by their representative that I was to contact the airline. When I called the airline I was asked for additional money. I called this cheap caribbean (scam artist) and to my surprise I was told that the director instructed them to tell me that to keep this reservation that by the date that I am supposed to get my flight the seats will be changed, this is a lie they want my money. I asked to cancel they disclose the term and conditions that if I cancel they will kept my hard earned money, I said that I will not allow them to keep my money. I said that I will contact my back to do a charge back and their response was take it up with your bank. I called my bank and disputed the charges, that I can't allow these scammers steal my money for services never received. I started to receive phone calls which I will not answer from these scammers, then I get an email that I didn't cancel, I responded to cancel my reservation immediately. Then I get another email that was rather disturbing in which I was told that they can accommodate me and give me the seating I initially asked for without the additional charge, which is a trap to keep me and steal my money I already confirmed with the airlines they already quoted me there are additional charges which I will have to pay . I sent at least 21 emails ( with large caps calling them scam artists) asking them to cancel, I received a response that I need to call them to cancel so they could run their bogus terms and conditions to keep my money. I want my hard earn money so I can book a reservation for my cousin wedding in october with ******* I will prefer to use them they are not into scamming people.

Desired Settlement: all of my money refunded $716.96

Business Response:

Again, we sincerely apologize for the inconvenience felt at the time of booking her vacation with us.  All calls are reviewed and used for quality assurance. In attempt to rectify the situation due to some misinformation advised by the agent at the time of booking we offered the client a change of seats at no cost.  Client requested a cancellation which was honored as a gesture of customer service.

Review:

6/11 Received a call from the client  she was not happy with her seat assignment. Advised to do so a fee would be charged by the airlines At this time she wanted to cancel the reservation and advised that we would need to read her the terms and conditions in order for us to do so and needed her agreement before process. She said she would not agree and made no change to the  reservation at this time

6/14 We received a call from her credit card company disputing the charges due to seats assigned

6/15 We attempted to contact the client via phone however when dialing a message was given that the subscriber was not available.  A message was left for her to return the call

6/15 An email was also sent:

Good morning *****, I left a message the other day but wanted to follow up with you. I tried to reach you on the same number but the call would not connect according to the automated response from the service provider.The reason I was calling was because you had attempted to cancel or change your reservation and that was not completed. Please let me know if you have any questions or concerns about your reservation and I would be happy to help in any way that I can. Your reservation has not been cancelled. Please reply to all for prompt assistance in case I am not in the office.

6/19 Again the client was contacted by phone and this time the message said the client was out of the service area. The following email was sent to the client on June 20, 2013:

Good afternoon *****, I have tried to reach you by phone but the call would not connect. Your credit card company contacted us to inform that you are disputing your credit card charge with us. I was reviewing your reservation and see that you had expected a more forward row on the aircraft. Based on current availability this can be done at no charge. Please call our office if you would like to have these seats confirmed.

6/19 Response from client: I WANT YOU TO COMPLY WITH MY LAST REQUEST TO CANCEL THIS RESERVATION DATESDJUNE 15th 2013. CAN YOU READ THIS MESSAGE?

6/19 Our response to the client:

We would first like to take this opportunity to thank you for your patience while we reviewed your reservation. It is always our goal to provide our customers with the best vacation at the best price and we want nothing more than for you to enjoy your vacations with CheapCaribbean.com. We regret that you did not find it acceptable to offer you a seat confirmed in row 8 as your originally requested in between row 7-9.We are refunding you $716.96 as that is equal to the amount paid for the deposit portion of this package. The refund will be issued to the credit card on file that was used to book the reservation. Please be advised that it can take 7-10 business days for the refund to show on your credit card, depending upon your individual bank/credit card company.CheapCaribbean.com appreciates you as our valued client and truly apologizes for any difficulties you may have encountered. While we cannot change the past, it is our hope that you will give us the opportunity to serve you again in the near future so that we can provide you with a much more positive booking experience.

Thank you again for choosing CheapCaribbean.com!

We understood that our client was expecting to be in a more forward seat of the aircraft however in order for us to resolve this matter fully with our client we cancelled her reservation and refunded her credit card on file in the amount of 716.96 on June 20, 2013.

No further refunds or compensation is being offered at this time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Cheap Caribbean has a policy to price match within 24 hours. I called the customer service number and explained to the representative that I booked a vacation package to Punta Cana, Dominican Republic through their website on Monday, April 22nd at 11:03 pm but the following day (April 23rd) around 6:10 am, the same package on their website was about $270 cheaper. She explained to me that I should send an email to the Price Match department and they would send me a form and instructions on how to request a price match. She never told me that Cheap Caribbean does not price match its own prices. I sent an email and screenshots to the Price Match department documenting that the vacation package price had decreased. However, I received an email from the Price Match department that they don't honor prices from their own site.

Desired Settlement: Refund the difference in price which is exactly $270 to my credit card.

Business Response: After review of the case, the following actions were taking by CheapCaribbean.com: The client a booked a reservation online on 4/22/13 The client purchased round trip airfare from BWI to PUJ, a 6 night stay at the all inclusive ******* ****** ****** ****** including Round Trip Airport Transfers. The client purchased this vacation to travel 4/14/13 thru 4/20/13 at a total cost of $3405.03 A trip cost breakdown is as follows: $1367.53 – Hotel ($227.92 per night) $2077.50 – Airfare $60.00 – Transfers ($100.00) - Promo Discount $3405.03 - Total During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging. Our Terms specifically state: “Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change. In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.” “The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings” “CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.” In review of the file: 4/23/13 – •Call and stated she saw the price cheap on our site and Travelocity. •Client was advised to sent an email to Pricematch@CheapCaribbean.com a reply email will be sent with the full instructions – advised the client would need to send screen shots and that specific instruction will be in the email. •Client asked if the flights were different would the price match still be accepted. The agent advised that the price match needs to be apples to apples. •Client then wanted to know if she changed the arrival time back to the US what that would incur. •Agent advised there would be a $175 change fee to do so. •Client then goes on to say she will try and submit anyway •Per our Terms and Condition we do offer price-match against other internet companies. •We do not offer a price match against ourselves. •As stated on our site at the time of booking: Best Internet Rate Guaranteed - If you find a lower price for the same vacation package on another U.S.-based travel website within 24 hours of booking with us, we'll beat that price and give you $150 off the next vacation you book with CheapCaribbean.com. For complete details of the program, please review our terms and conditions at http://www.cheapcaribbean.com/terms.jsp •Client emails our Price Match department and is sent the instruction on submitting their documentation along with attached form: ********************************************************************************************************************************** THIS IS AN AUTO-REPLY MESSAGE INTENDED TO PROVIDE THE PRICE MATCH APPLICATION AND TERMS OF USE, AND SERVES AS AN INBOX FOR COMPLETED PRICE MATCH APPLICATIONS. IF YOU HAVE ALREADY SUBMITTED YOUR COMPLETED DOCUMENTATION, THERE IS NO NEED TO REPLY AGAIN. ********************************************************************************************************************************** Thank you for booking with CheapCaribbean.com! As a valued customer, we are glad to offer you the lowest price on your vacation. Our name, CheapCaribbean.com, wouldn’t make sense if we didn’t always have the lowest prices anywhere in the travel industry, so we price match all of our competitors to make sure you never pay too much! We will price match our competitors for up to 24 hours after you book your trip with CheapCaribbean.com. We must receive your price match application and required documentation within 24 hours of booking or we cannot price match because flight costs and resort prices are constantly in flux. In order to protect you from a price increase, the resort is confirmed and flights are ticketed and paid for as soon as your reservation is completed. Please see our Terms of Use for further details at http://www.cheapcaribbean.com/terms.jsp. Please fully complete the attached form and include screen shots of our competitor’s website showing all pertinent details, see screen shot instructions below. Email the form and the required documentation to us at pricematch@cheapcaribbean.com, if you have not already. If you discovered a less expensive identical package and email us within 24 hours, your credit card will be refunded the difference in price plus $1.00! In addition, if your price match is accepted, you will also be issued a $150 one-time-use promotional code via email to use on a future booking with us. Thank you again for choosing CheapCaribbean.com. ¬¬¬How to take a screenshot on a PC? Taking a screen shot is simple! Press the “Print Screen” key on your keyboard. This action takes a picture of your current screen. You are now able to ‘paste’ the picture in the body of an email or in a Word Document. To paste a picture, press the “Ctrl” and “V” keys simultaneously. Please be sure to include all of the required information in your screen shots. You will most likely need to paste several different screen shots in order to capture these details. Screen Shot: Paste Image: How to take a screenshot on a Mac? Taking a screen shot is simple! Press the “command”, “control”, “shift” and “4” keys simultaneously. This action allows you to take a screenshot. You are now able to ‘paste’ the picture in the body of an email or in a document. To paste a picture, press the “command” and “V” keys simultaneously. Please be sure to include all of the required information in your screen shots. You will most likely need to paste several different screen shots in order to capture these details. Command (?)-Shift-4, and then drag the crosshair pointer to select the area. Continue to press the mouse button, release the keys, and then press Shift, Option, or the Space bar while you drag to resize the selection area. When you are ready to take a picture, release the mouse button. CHEAPCARIBBEAN TERMS AND CONDITIONS CHEAPCARIBBEAN INSTANT AND POST-BOOKING PRICE MATCH TERMS AND CONDITIONS The following terms must be met for both Instant Price Matches as well as Post-Booking Price Matches: The lower qualifying rate must be for an identical package and must be found on a U.S.-based online travel wholesaler website. Only original bookings will be honored for the Post-Booking Price Match program; modified bookings are not eligible at any time. If a change is made to the reservation the price match will be forfeited. All booking details must exactly match the details of the product on CheapCaribbean.com, including but not limited to: specific carrier or provider, hotel (including room type), dates and times of travel or service, flight numbers and routings (for example, same stopovers), and other booking details. If you are price matching and electing to take advantage of the deposit program, the $25 nonrefundable fee will be added to your reservation total. Lower qualifying rates do not include rates on Websites where the carrier, property, itinerary, or similar booking details are unclear or unknown until after purchase, where prices are determined by any sort of auction or bid. This also includes prices from an email or websites where you are required to call to get the rate. ******* and ******* properties as well as ****************** are not applicable. Lower qualifying rates do not include errors or mistakes. The lower qualifying rate must be both advertised and available to the general public on a U.S.-based Website. Promotions funded by tourism boards that are exclusive to a competitor’s website do not qualify. Lower qualifying rates shall also not include corporate discounts or rates, group rates, charter rates, rewards program rates, incentives, meeting rates, convention rates, consolidator or interline prices or prices available only by using a coupon, or any other rates or promotions not offered to the general public. Competitor’s packages that do not include all applicable mandatory fees and/or local taxes, and packages that do not charge the user in full for children resulting in payment due at check-out do not qualify for the price match program. A lower qualifying rate may not come from a website which requires you to call to get the rate, or from an email that you received. The lower qualifying rate must be quoted and booked in US dollars (without reference to currency convertors). If you are purchasing Enhanced “Cancel for Any Reason” insurance coverage for your vacation and the competitor’s insurance policy does not specifically contain a “cancel for any reason clause”, it can only be considered equivalent to our Standard Insurance policy, not our Enhanced Insurance policy. In order to process a price match with Enhanced Insurance coverage we will add the difference in price between our Enhanced Insurance policy and the competitor’s policy to the package’s base price. In order to be a valid lower rate, CheapCaribbean must be satisfied that you meet all requirements otherwise imposed on the lower price, including residency, regional, membership, age-related and other requirements. Travel Agent bookings are not eligible for the CheapCaribbean.com Price Match programs. CheapCaribbean reserves the right in its sole discretion to modify or discontinue the Price Match Guarantee or to restrict its availability to any person, at any time, for any reason, and without proper notice or liability to you. A Price Match reservation cannot be combined with any other offers, promotions, promo codes and Sand or Sun Dollars or grouping buying codes and coupons. Void where prohibited by law. All CheapCaribbean.com terms and conditions apply. CheapCaribbean’s failure to enforce any provision of these terms and conditions shall not constitute a waiver of the provision. GENERAL TERMS AND CONDITIONS CheapCaribbean.com Inc. reserves the right to require an Authorization Form for reservations made using a credit card in which none of the passengers traveling on the itinerary are the Primary Card Holder. This Third Party Authorization is requested for the purpose of completing your transaction with us. CheapCaribbean.com Inc. may reserve the right to cancel the reservation if the Authorization Form is not completed and received within 24 hours after receiving the form. All personal information that is provided to CheapCaribbean will be securely held in accordance with our Privacy Policy which can be found at http://www.cheapcaribbean.com/privacyPolicy.jsp. This period may extend beyond the end of your relationship with us but it will only be as long as necessary for us to have sufficient information to respond to any issues that may surface in the future. While no website can guarantee security, we have implemented appropriate administrative, technical, and physical security procedures to help protect the personal information you provide to us. Only authorized employees are permitted to access sensitive information and they may only do so for permitted business activity. DISCOUNTED OFFERS Discounted offers include, but are not limited to, promotional codes, Sand Dollars, Sun Dollars, Group Buying codes, Coupon Sites, SPF promotional codes, Price Match One-Time Use Promotional codes, Personal Promo codes, etc.; herein referred to as Promotional Offers. Promotional Offers are not combinable at any time and are not eligible for use on third party websites including, but not limited to cruises, WWTE, and auction websites. Promotional Offers must be entered at the time of booking to be considered valid. Promotional Offers are valid for packages only; land and air. Hotel only reservations are not applicable for Promotional Offers. Promotional Offers are only applicable to reservations with a minimum of double occupancy with airfare. Group buying codes and Coupon Site promotions cannot be used in conjunction with the Price Match program, nor can they be used with other promotional codes. CheapCaribbean.com, Inc. has the right, in its sole discretion, to deny the use of a promotional code after the booking payment is received. Military discount requests must be received within 48 hours of initial reservation to be considered valid. •Client submits their price match however it was denied as it was not from a competitor website but from CheapCaribbean.com •Attached is the screen shot the client submitted Note: Full flights are not visible to review. Visible is only the departure •Attached is also the price match form the client completed indicating they received the instruction and policy surrounding the offered price match Note the box was checked to indicate she had agreed to our price match terms and the bottom of the page. Once again, we reiterate our sincere apologizes for any difficulties they felt they may have encountered when contacting us about our policy. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this to them in the future.

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

It was not clear that CheapCaribbean doesn't price match its own website. That information is not easily available to a customer instead it is buried in several paragraphs of a document.

Also, any reputable company would price match its own products or services, especially if like it was in this case, the price difference happened within a few hours of when the customer made the purchase. This just goes to show what type of company CheapCaribbean is.

In the statement that CheapCaribbean attached, it failed to mention that I found the price difference on two websites. I mentioned to the Customer Service agent that I found the price reduction on *********** and CheapCaribbean. I then asked if the arrival time had to be the same because the flight on *********** arrived earlier than the one I had booked with CheapCaribbean. That was why I didn't submit the *********** price match paperwork since the flight information was different. The agent never mentioned to me that I couldn't submit the CheapCaribbean price match. Also note, I did submit several screenshots showing the flight and hotel information and if it was missing like CheapCaribbean claimed, they should have asked that I provide them with more screenshots showing the missing information. Obviously, it didn't matter either way to them because they already knew that they wouldn't price match from the beginning.

CheapCaribbean needs to review its policies on price matching. It just doesn't make any sense that they would price match a competitor's price but not their own.

Regards,

**** *******








Business Response:

We reviewed the call again 4/23 between the agent and the client to clarify:

Client called and stated she had seen it cheaper on our site as well as *********** website.   She only mentioned *********** and no other competitor site.

The information regarding price matching is posted on our site under “Why book with us” and was also reference  in the email in which she received (previously submitted). Stated in our response to the client and in the first three paragraphs are the requirements to price match our competitors site.:

Thank you for booking with CheapCaribbean.com!  As a valued customer, we are glad to offer you the lowest price on your vacation.  Our name, CheapCaribbean.com, wouldn’t make sense if we didn’t always have the lowest prices anywhere in the travel industry, so we price match all of our competitors to make sure you never pay too much!

We will price match our competitors for up to 24 hours after you book your trip with CheapCaribbean.com.  We must receive your price match application and required documentation within 24 hours of booking or we cannot price match because flight costs and resort prices are constantly in flux.  In order to protect you from a price increase, the resort is confirmed and flights are ticketed and paid for as soon as your reservation is completed.  Please see our Terms of Use for further details at http://www.cheapcaribbean.com/terms.jsp.

Please fully complete the attached form and include screen shots of our competitor’s website showing all pertinent details, see screen shot instructions below.  Email the form and the required documentation to us at pricematch@cheapcaribbean.com, if you have not already.  If you discovered a less expensive identical package and email us within 24 hours, your credit card will be refunded the difference in price plus $1.00! In addition, if your price match is accepted, you will also be issued a $150 one-time-use promotional code via email to use on a future booking with us.

We apologize if our client felt she was misled in anyway as this certainly is not our intent.  At this time our position remains the same. 

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

I still do not agree with the company's policy. They should match prices on their own site as well as the competitor's. 


Again, the price-match policy cannot be easily found on their web site.

Regards,

**** *******








Business Response:

 

As previously shown, all information regarding our price match policy is found on our website. At the time of booking the client did agreed to all terms and condition under the purchased package. Our position remains the same.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Refund of the day of our vacation lost at the airport waiting on an airplane that was scheduled to leave at 12 noon but was rescheduled to 4pm and we finally left Orlando Florida at 6:00 pm and arrived at the hotel to check in at approximately 7pm but could not check in until 9pm issues at the ******** but my main concern is that I had to book a hotel room at the ***** for the day at a rate of 111.59 just to have some where to wait 10 hrs for a flight. I attempted to get issue resolved with agent from Cheap Caribbean but was told I need to make sure the hotel knows my issue because they will cancel my reservation and give our room away and this was a prepaid trip.

Desired Settlement: Refund of the day of our vacation lost at the airport waiting on an airplane that was scheduled to leave at 12 noon but was rescheduled to 4pm and we finally left Orlando Florida at 6:00 pm and arrived at the hotel to check in at approximately 7pm but could not check in until 9pm issues at the ******** but my main concern is that I had to book a hotel room at the ***** for the day at a rate of 111.59 just to have some where to wait 10 hrs for a flight.

Business Response:

  • The client a booked a reservation a online on  4/12/13

The client purchased round trip airfare from MCO to NAS, a 4 night stay at ******** ****** ***** ******. Declined insurance coverage option at the time of booking

The client purchased this vacation for ******** ******, ****** ****** and and himself to travel 5/23 thru 5/27 at a total cost of $1239.20.


A trip cost breakdown is as follows:

$794.00 Resort

$720.20 Airfare

 $25.00 Deposit Fee

($-100.00) - Promo Discount

$1239.20 Total Package

 

  • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

Our Terms specifically state:

“Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

 

We certainly can understand the inconvenience a delay can cause to all passenger traveling however as stated above we are not financially responsible for incurred fees in an event of a delay.  It would be up to the airlines to offer to their passenger’s complimentary accommodation.  

 

In some cases incurred expenses due to delays may also be covered by the travel insurance depending on the policy purchased. In this case the client opted not to purchase travel insurance. 

The client in this case is fully responsible for all charges.  The client Clicked and Agreed to are nonrefundable Terms and Conditions at the time of booking. All services that the client purchased were rendered in full per the Terms and Conditions that the client clicked and agreed to during the online booking process.

Please see the attached documents including the Terms and Conditions that were agreed to by the client and the travel vouchers that were issued to the client at the time of booking. 

Once again, we reiterate our sincere apologizes for any difficulties they may have encountered and the delay the encountered getting to their destination. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

 No refund or credit is being offered at this time.   

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: I was not allowed to make other arrangement because ******* *** stated that this issue was known for two weeks and they had informed Cheap Caribbean. The response is unacceptable and not satisfactory.


Regards,

**** ******







Business Response:

In review of our records we see we received no prior communications from ******* ******** regarding a schedule change that would affect our clients. It appears to have been a last minute change to their departure. Had we been notified we certainly would have advised our clients accordingly as we understand issues a dealy can cause. We do however advise all our clients (as noted on their travel voucher, see attached) to contact the airline 24 hours prior to their departure for confirmation of their departure. Although our client did encounter a delay with the airlines all services were provided as purchased.

At this time our position remains the same.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vacation package for 4 night on Oct 27-31 in which I paid a total of 883.67 the price which also included trip Insurance . I went on line yesterday and saw that all Incluisive didnt include everything that each room has more benefits. I was told inclusive means everything so i went online and saw to upgrade to the Grand suite it would cost 137.93 per person more for the upgrade for the 4 nights, so I went to call caribbean they said it would cost me 1400.00 to upgrade thats the price I would have had when I booked 30 days ago which is not true.and if I was to book it now it would cost me 137.93 per person to upgrade,I went to other sites and the Grand room on **** ** **** would cost 113.00 a night,per person for the Grand room and 87.00 for the room we have . I didnt even get a price receipt just the total not the price per night.

Desired Settlement: I want to be up graded for the 137.93 that is advertised in which thats the up graded price today , 137.93 x 2 =$ 275.86 more ,. not 1400.00 +thats a 1124.14+ rip off, and they should say that Incluisive doesnt mean everything !!!

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client a booked a reservation a online on 5/8/13 The client purchased a 4 night stay at the Grand Bahia Principe Jamaica The client purchased this vacation for ******* **** and herself to travel 10/27/13 – 10/31/13 at a total cost of $883.67 A trip cost breakdown is as follows: $727.94 Resort 84.00 Transfers 1.00 Donation to Charity 70.73 Enhanced Insurance 883.67 Total Package • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging. Our Terms specifically state: “Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change. In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.” “The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings” “CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.” •Our client booked under a special rate with the resort and any changes made to the room category would then be offered at the standard resort price, per our contract with the resort •In order for us to book the change under the rate in which the client booked we needed to contact the resort directly to see if they were willing to make an exception in this case •We did received notification from the resort that they would honor the change under the current rate code for our mutual client •We have contacted the client by phone and email and currently await her reply: Thank you very much for booking with us! We understand that you wish to upgrade to the Junior Suite Premium room category at the **** ***** ********. We just received word from the resort that they will honor the change under the rate code you currently booked. The cost to do so would be an additional $265.14. Please contact me at your earliest convenience to confirm the change. I look forward to hearing from you soon. Once again, we reiterate our sincere apologizes for any difficulties they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

****** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: RE: BOOKING ID ********** THE INTENT OF THIS LETTER IS TO FILE A COMPLAINT TO THE ABOVE REFERENCE BOOKING NUMBER FOR TRAVEL FROM ********** **** TO PUNTA CANA DOMINICAN REPUBLIC ON APRIL 20TH 2013 AND RETURNING ON APRIL 27TH, 2013 STAYING AT THE *** ****** *****. HOWEVER WE DID NOT GET TO STAY FOR THE ENTIRE TRIP AND HAD TO RETURN EARLY ON APRIL 23, 2013 (TWO DAYS INTO OUR TRIP) LIKE UNDERCOVER PEOPLE ON THE RUN FOR SAFETY ...... FOR OUR LIVES!!! OUR RESERVATIONIST MADE NOTES IN OUR RESERVATION ASKING FOR ANY COMP UPGRADES SUCH AS: KING SIZE BED, BEST POSSIBLE ROOM AND VIEW ANY AND ALL COMP UPGRADES WOULD BE APPRECIATED…..ETC……UPON OUR ARRIVAL AND CHECKING IN WE ASKED FOR ANY OF THESE UPGRADES AND WE WERE TOLD NO I AM SORRY WE DON’T HAVE ANY AVAILABLE. WE PROCEED WITH OUR CHECK IN PROCESS. WE ARE THEN SUDDENLY TOLD COME WITH ME….. LEAVE YOUR LUGGAGE RIGHT HERE IN THE LOBBY AND FOLLOW ME. WE GET TO THE ROOM IT IS A SUITE. THE MANAGER WAS THE ONE THAT TOOK US INTO THE SUITE. HE THEN MADE US “A DEAL” RIGHT NOW ONLY…. YOU HAVE 5-10 MINUTES TO MAKE UP YOUR MIND IF YOU WOULD LIKE TO UPGRADE TO THIS ROOM IT WILL COST YOU $400.00 US AMERICAN DOLLARS CASH!!! THIS CAN’T GO THROUGH THE FRONT DESK AND YOU CAN’T USE YOUR CREDIT CARD. WE DECLINED HIS OFFER AND SAID WE DID NOT HAVE THAT KIND OF MONEY. THIS IS AN ALL INCLUSIVE VACATION ALREADY PAID FOR AND THIS WAS ASKED FOR ON THE RESERVATION AS A COMP. HE CONTINUED TO PRESSURE US FOR MONEY MONEY MONEY. WE GAVE IN AND GOT THE UPGRADE FOR A FEE OF $300.00 US AMERICAN DOLLARS PAID IN CASH. AFTER THIS PROCESS WE DISCUSSED THIS AND HOW WE FELT AND FELT THAT IT WAS WRONG AND THAT IT SHOULD HAVE BEEN A COMP OR DONE THRU THE COMPUTER AND BE ABLE TO USE OUR CREDIT CARD FOR THE UPGRADE. THIS WAS VERY SHADY.... AND EXACTLY WHAT LEADS TO THE HUGE HUGE HUGE PROBLEM TO FOLLOW. AFTER DINNER ON MONDAY NIGHT (APRIL 22ND OUR SECOND NIGHT THERE) WE WENT INTO THE BAR AREA AND NOTICED MOST ALL OF THE GUEST TRAFFIC GOING INTO ANOTHER ROOM SO WE WENT TO SEE WHAT WAS GOING ON. THERE WAS A SHOW GOING ON AND WHEN WE GOT UP TO LEAVE AND NOTICED ANOTHER SET OF DOORS LEADING INTO THE CASINO, SO WE THEN WENT INTO THE CASINO. WHEN WE ENTERED THE CASINO A YOUNG WOMAN GREETED US AT THE DOOR AND SAID THAT THEY HAD A NEW GAME IN THE CASINO AND GAVE US $20.00 EACH IN COMPLIMENTARY CHIPS TO PLAY THE GAME AND ESCORTED US TO THAT TABLE (NOT LIKE WE HAD MUCH OF A CHOICE). THE DEALER SAID THAT THE GAME WAS EASY AND HE WOULD SHOW US HOW TO PLAY. WE PLAYED THE GAME BY THROWING A CUP FULL OF SEVEN RED ***** INTO A WOODEN WHEEL SIMILAR TO ROULETTE, AS THE ***** DROPPED INTO THE VARIOUS NUMBERED HOLES THE DEALER WOULD SPIN THE WHEEL TOWARDS HIMSELF SO THAT HE COULD “QUICKLY” COUNT THE ***** AND GOT THE TOTAL AND THEN SWEEP UP THE ***** AND PUT THEM BACK IN THE CUP. HE WOULD TAKE THE TOTAL THAT HE COUNTED AND WRITE IT DOWN ON A PIECE OF PAPER SAYING…… OH……. THIS IS GREAT YOU ARE GETTING HIGH NUMBERS AND YOU WANT TO GET UP TO 50 BECAUSE THEN YOU WIN THE “JACKPOT” SO HE CONTINUES TO TELL US ABOUT THE GAME AND TELLS US TO KEEP ROLLING THE ***** INTO THE WHEEL, WHICH HE WOULD COUNT AND THEN TELL US WHAT NUMBER IT WOULD ADD UP TO AND SAY WELL THAT IS GREAT NOW ITS DOUBLE OR NOTHING …….. SO THE BET WOULD DOUBLE AND THE JACKPOT WOULD DOUBLE……. WHAT I AM TRYING TO SHOW IS THAT YOU ROLL HE COUNTS AND PICKS UP THE ***** AND THEN YOU KEEP GETTING DOUBLE, DOUBLE, AND IT JUST KEEPS INCREASING IN THE AMOUNT OF MONEY YOU ARE GOING TO WIN. NOW THE BIG KICKER HERE IS THAT WE HAVE NOT PUT ONE PENNY OF MONEY ON THIS GAME…… WE NEVER ONCE HAD ANY MONEY OR A CREDIT CARD IN OUR POSSESSION…… MATTER OF FACT I DIDN’T HAVE ANYTHING WITH ME AT ALL NOT MY WALLET, PURSE … NOTHING AND NEITHER DID MY FINANCE. HE ONLY HAD MONEY IN HIS POCKET TO TIP AFTER DINNER. WE HAD LEFT EVERYTHING IN OUR SAFE IN THE ROOM. SO THIS CONTINUES ON AND ON AS WE ARE JUST HAVING A “TRIAL RUN” OF THIS GAME (SO WE WERE TOLD). WHEN IT GETS UP TO AROUND $5000.00 IN THE BET AND A JACKPOT IS SOMEWHERE AROUND $62,000 HE THEN ASK FOR OUR CREDIT CARD. WE BOTH LOOK AT EACH OTHER IN COMPLETE SHOCK KNOWING WE DON’T HAVE THAT KIND OF MONEY NOR WOULD WE BET THAT KIND OF MONEY ON ANY GAME!!! THEY THREATEN US THAT THEY NEED OUR CREDIT CARDS AND IDENTIFICATION. AT THIS TIME I EXCUSE MYSELF AND GO TO THE RESTROOM IN THE CASINO AND GOT SICK AND ACTUALLY THREW UP. THIS IS NO JOKING MATTER AND IS A MAJOR SCAM THAT LITERALLY MADE ME SICK!!! MY FINANCE WENT UP TO THE ROOM TO GET OUR STUFF OUT OF THE SAFE BUT WE ARE BOTH IN SHOCK AS TO WHAT ARE WE GOING TO DO!!! THEY TAKE MY ID AND CREDIT CARD AND MAKE A COPY AND THEN TRY AND RUN MY CREDIT CARD(WHICH I NEVER GAVE PERMISSION TO DO SO) WHICH WAS DENIED. THEN THE DEALER GOES ON AND MAKES A CHECK LIST OF WHAT I AM SUPPOSED TO DO THE NEXT MORNING. HE TELLS ME THAT I AM TO CALL THE COLLECT NUMBER ON THE BACK OF THE CARD BECAUSE THEY WILL TAKE THE PHONE CALL AND WILL TAKE IT FAST BECAUSE WE ARE OUT OF THE COUNTRY. HE TELLS ME TO TELL THE CREDIT CARD COMPANY TO “UN-BLOCK CARD” AND “THAT I AM GOING TO BE MAKING A LARGE TRANSACTION THAT NIGHT” AND THAT ADVISE THE REP I AM OUT OF THE COUNTRY….. THESE ARE HIS WORDS EXACTLY AND I HAVE THEM WROTE DOWN ON PAPER THAT HE GAVE ME IN HIS WRITING…….."" SOUNDS LIKE HE HAS DONE THIS OVER AND OVER AND ALL OF THE REVIEWS WE WERE READING WERE TELLING US TO RUN FOR YOUR LIFES AND TRY AND GET OUT OF THE COUNTRY BEFORE YOU ARE THOUSANDS AND THOUSANDS OF DOLLARS SCAMMED...... HE STAPLES UP THE PAPER AND TELLS ME NOT TO OPEN IT OR TO TAMPER WITH THE PAPER THAT IF THE STAPLES ARE REMOVED FROM THE PAPER IT WILL BE NULL AND VOID THE AMOUNT WE COULD WIN BUT NOT THE AMOUNT WE WOULD OWE (THIS IS CRAZY) …... WE GO TO OUR ROOM AND DISCUSS WHAT HAS JUST HAPPENED IN A MATTER OF 20 MINS OR LESS. WE SAY TO EACH OTHER WHAT ARE WE GOING TO DO? WE DIDN’T FEEL THAT WE OWED THEM ANYTHING BECAUSE WE WOULDN’T HAVE EVER PLAYED ANYTHING LIKE THAT WITH REAL MONEY NOR DID WE EVEN HAVE ANY MONEY OR CREDIT CARDS WITH US AT THE TIME OF PLAYING THE SO CALLED "TRAIL RUN" WE FELT THREATEN….. THREATEN FOR OUR LIFES. WE FELT THAT WE WOULD BE GOING TO JAIL IF WE DIDN’T COME UP WITH THE MONEY. SO THEN WE GOT ON THE INTERNET AND GOGGLED …..SCAM AT *** ****** *****….. JACKPOT ROULETTE ETC …. AND FOUND TONS OF REVIEWS WHAT A HUGE SCAM THIS IS AND THAT OTHERS FELL VICTIM OF THIS AND EITHER PAID THOUSAND AND THOUSANDS OF DOLLARS ON THEIR CREDIT CARDS OR WAS IN FEAR OF THEIR LIFES AND HOW THEY WERE THREATEN AND TOLD THAT THEY WOULD NEVER LEAVE THE COUNTRY…….... EARLY IN THE AM MY CREDIT CARD COMPANY CALLED ME AND ASKED ME IF WE TRIED TO MAKE A CHARGE AND I EXPLAINED THE SITUATION TO THEM. WE SAVED AND SAVED TO BE ABLE TO AFFORD TO GO ON THIS TRIP AND WE ONLY HAD 2 DAYS THERE BEFORE WE FOUND OUR SELF IN THIS BIG MESS AND SCAM. WE FELT LIKE WE HAD TO FLEA THE COUNTRY JUST TO GET OUT OF GOING TO JAIL OR WHO KNOWS WHAT ELSE COULD HAVE HAPPENED. WE MADE THE BEST DECISION THAT WE COULD. EARLY ON TUESDAY MORNING WE BEGAN TO DISCUSS THIS SITUATION AGAIN AND TO FIGURE OUT WHAT WE WERE GOING TO DO. WE FELT WE HAD NO OTHER CHOICE BUT TO LEAVE AND TO LEAVE AS FAST AS WE COULD GET OUT OF THERE. WHILE MY FINANCE WAS PACKING UP OUR SUITCASES AND GETTING ALL OF OUR STUFF READY. I WAS ON THE COMPUTER TRYING TO GET AIRLINE TICKETS OUT OF THE COUNTRY AS SOON AS POSSIBLE. I HAD TO GET EVERYTHING ARRANGED ON LINE AND THEN CALL MY CREDIT CARD COMPANY BACK AND GET THEM TO LIFT THE HOLD ON THE CREDIT CARD SO THAT I COULD PURCHASE OUR PLANE TICKETS. I HAD ONLY TAKEN ONE CREDIT CARD WITH US FOR EMERGENCIES AND THIS WAS THE CARD THAT THE CASINO HAD TRIED TO RUN A HUGE AMOUNT ON AND THE CREDIT CARD COMPANY HAD DECLINED IT. SO ONCE I HAD THE INFO ON THE COMPUTER AND THE BANK ON THE PHONE I WAS ABLE TO PURCHASE THE PLANE TICKETS A LITTLE SHY OF $1000.00. GOING THROUGH CUSTOMS, WHICH WAS SCARY AS COULD BE THINKING THAT SOMEONE IS GOING TO COME UP AND GRAB YOU AND SAY EXCUSE ME BUT YOU CAN’T LEAVE THE COUNTRY UNTIL WE COLLECT THIS HUGE AMOUNT OF MONEY THAT WE HAVE SCAMMED YOU FOR. MY FINANCE WENT DOWN TO THE LOBBY AND MADE ARRANGEMENTS WITH THE TRANSPORTATION COMPANY THAT WE ALREADY HAD RESERVATIONS WITH TO LEAVE ON THE FOLLOWING SATURDAY BECAUSE WE ONLY HAD $29.00 AND NO CREDIT CARD NOTHING ELSE.... WE ARE STUCK IN A FOREIGN COUNTRY WITH $29.00 HE TOLD THEM THAT HE HAD GOT A CALL FROM HOME AND THAT HIS FATHER HAD PASSED AWAY AND THAT WAS WHY WE WERE LEAVING SO ABRUPTLY. WE DID NOT CHECK OUT OF OUR ROOM WE JUST TRIED TO BE AS LOW PROFILE AS WE COULD BE AND GET A RIDE TO THE AIRPORT BECAUSE AT THIS TIME WE WERE RUNNING FOR OUR LIFES!!! SO HERE WE ARE 2 DAYS INTO OUR VACATION, THAT TOOK US OVER A YEAR TO SAVE FOR AND WE OUR LEAVING 5 DAYS EARLY WITH VERY LITTLE MONEY ON US AND NO CREDIT CARD TO FALL BACK ON FOR ANY TYPE OF FEE, FOOD, ANYTHING AT ALL NOT EVEN AN EMERGENCY. WE HAD TO FLY FROM PUNTA CANA INTO ******* WITH A APPROX 4 HOUR OVERLAY AND THEN INTO ********** **** AT 11:15 PM WITH A 2 ½ HOUR DRIVE AHEAD OF US WHEN WE GOT THERE. WHEN IN FEAR OF YOUR LIFE AND THINKING YOU WOULD NEVER BE LEAVING THAT COUNTRY YOU BEGIN TO THINK DIFFERENT. TO EXPLAIN WHAT I MEAN IS TO SAY WELL IS IT WORTH STAYING IF WE WOULD HAVE NOT MADE IT OUT OR MADE IT OUT ALIVE OR HOW MUCH MORE WOULD IT HAVE COST US? WE ARE NOT STUPID HOWEVER WHEN SOMETHING LIKE THIS HAPPENS IT DOES EMBARRASS YOU AND MAKES YOU FEEL LIKE YOU DON’T WANT TO ADMIT THAT YOU FELL VICTIM TO THIS KIND OF ACT. HOW DOES THIS HAPPEN AT A RESORT THAT HAS A 5 STAR RATING? WE STILL ASK EACH OTHER THIS QUESTION OVER AND OVER AND WE KNOW THAT WE MADE THAT RIGHT CHOICE. YOU CAN’T GO TO THE CASINO AND TALK TO THEM, YOU CAN’T GO TO THE HOTEL MANAGER (ONE THAT HAS ALREADY PROVED HE IS SHADY) YOU CAN’T GO TO ANYONE. THEY ARE ALL IN IT TOGETHER. SEVERAL OF THE REVIEWS WE HAD READ SAID THAT THE CASINO AND HOTEL ALONG WITH THE POLICE ARE ALL IN IT TOGETHER. AGAIN I WILL SAY THIS IS A HUGE SCAM AND WHAT A TERRIBLE FEELING TO HAVE, TO MAKE PLANS AND TALK ABOUT A VACATION THAT IS LIKE A DREAM COMING TRUE TO ONLY TURN INTO A NIGHTMARE THAT YOU HAVE NO CONTROL OVER AND FEEL LIKE YOU ARE DOING WHAT YOU HAVE TO DO JUST TO STAY ALIVE. IT HAS CAUSED MUCH PAIN AND ANGER AND SO MANY OTHER EMOTIONS. NO ONE LIKES TO BE THREATEN OR SCAMMED OUT OF THOUSAND AND THOUSAND OF DOLLARS OR TO LOOSE A VACATION THAT HAS COST US OVER $4000.00 ALREADY. THIS HAS BEEN A NIGHTMARE…… A NIGHTMARE THAT I WOULD LIKE TO SEE AN END TO AND STOP THESE DOMINICAN PEOPLE FROM DESTROYING ONES VACATIONS OR COSTING THEM THOUSAND OF DOLLARS. WE WERE SCAMMED AND THREATEN FOR OUR LIVES!!! CAN I STRESS THIS ENOUGH???? THREATEN FOR OUR LIFE!!!

Desired Settlement: We would like to be able to take our vacation that we never got to take!!! We would like to go some where other than Punta Cana because we DO NOT FEEL SAFE TO GO THERE. We are not asking for our money back we are just asking for what we paid for!!! They don't even have to reimburse us for the additional $1000.00 out of our pocket to get another flight out of the country (which I think they should) but we would be willing to accept hotel credits (a special that they printed on our reservation that started 3 days after we were supposed to leave, a new marketing special, because we asked them while we were there if we were eligible for this hotel credit, it was credits to the spa or to excursions while staying there, etc and also "CREDITS TO THE CASINO" NO THANK YOU...... I DON'T WANT ANYTHING TO DO WITH THE CASINO ANYWEHRE!!! Why print this special on our paper documents if it didn't apply to us? So to sum it up. WE WANT A 7 DAY VACATION THAT WE HAVE PAID FOR AND $1000.00 OF RESORT CREDITS TO THE SPA AND EXCURSIONS OR to be able to take 2 of our 4 children with us. This trip cost us a lot of money and we have NOTHING to show for it other than a lot of planning, saving, stress, pain, anger and FEAR....FEAR....FEAR!!!! I really would like to see them just make this right. It's not like it is going to cost them any money to make this happen. We have already paid for it and paid more than the average price.

Business Response:

We apologize for the delay in our response as we await a reply from the *** regarding our clients said issues encountered in destination.  Our response will be posted once we recieve a full report from the resort.

 

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

I have already been told this from Cheap Caribbean.  We I contacted them several times before filing a complaint with the BBB  I got the same response from them.  Then when I kept calling and calling I finally got an email saying they are not responsible for what the resorts do etc .....etc....  .  That they are just a travel agency  etc..... and that the Resort would have to be the one to make things right. etc.

So, NO I DO NOT ACCEPT THIS RESPONSE......  I CAN SHOW YOU WHAT THEIR RESPONSE IS GOING TO BE AS WELL. 

I AM NOT GOING TO GIVE UP.  I WILL BE CONTACTING OTHER BUSINESS AND GETTING AN ATTORNEY IF NEEDED.  I WILL NOT ACCEPT THE WAY WE WERE TAKEN ADVANTAGE OF AND HOW THEY BULLIED US INTO FEAR FOR OUR LIVES.  THEY NEED TO MAKE THINGS RIGHT AND I WILL NOT GIVE UP UNTIL THEY DO.  I WILL KEEP ON CONTACTING THE PROPER CHANELS AND  FOLLOWING ANY AVE'S I HAVE TO, TO MAKE SURE THIS PROBLEM IS RESOVLED.  THEY NEED TO PROVIDE ME WITH A VACATION THAT I PAID FOR. 

THANK YOU FOR YOUR HELP

****** * ****


Regards,

****** ****







Business Response:

The resort fully reviewed the situation in which the client stated they encountered. The *** has notifies us and apologizes for the inconvenience.  They have offered our clients a 3 night refund as well as a 4 night comp stay at any of their *** properties. The clients have since been contacted and advised of the agreement offered. Client was appreciative of the offer.

Again we sincerely apologize for the inconvenience they encountered. We thank the clients for letting us know of their experience and appreciate their patience as we worked towards reaching an agreeable resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My mom and I booked a trip with them to stay at the *** ****** it was the trip from hell, there was water leaking on the floor which my mom slipped. My mom has a hip replacement there were live bugs in my food the phones wouldn't work, there were dirty used panty liners in the drawers I filed complaints no one called they did say the matter could take up to two weeks,I need help now

Desired Settlement: To go on a good vacation without bugs in the food and water in the floor,just a good clean vacation!

Business Response:

After review of the case, the following actions were taking by CheapCariibean.com:

 

  • The client a booked a reservation a online on 3/18/13

The client purchased round trip airfare from BDL to SJU, a 5 night stay at the *** ******.

The client purchased this vacation for ***** ******* and herself to travel 5/12/13 thru 5/16/13 at a total cost of $1480.38 


A trip cost breakdown is as follows:

$539.38 Resort

                           $1001.00 Airfare

                                  $40.00 Transfers

                           ($-100.00) - Promo Discount

                           $1480.38 Total Package

 

  • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

Our Terms specifically state:

“Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

 

5/14 we received a message to contact our client as they were are not happy with the hotel and services and had filed an incident report with *******. We attempted to contact the clients immediately however they were not in the room. We contacted our representative to assist.  He located the clients and was advised to have a representative call them the following day at 10:00 AM room ***.

5/15 several attempts were made to connect with our client without success.

5/16 upon their return the client called our office and wanted to know how to file a complaint.

5/19 received client’s complaint and forwarded onto the resort after our review:

         ******Please note the ***’s policy on their response time

Sent: Tuesday, May 21, 2013

To: Customer Care

Subject: AUTOMATIC RESPONSE TO YOUR EMAIL

Re: CheapCaribbean.com/InterIsland Tours booking # ******** / confirm # *********- -- PLEASE NOTE THIS IS AN AUTOMATIC RESPONSE TO YOUR EMAIL –

Thank you for contacting the Post Travel Customer Services Department. *** Hotels & Resorts welcomes the feedback from our guests, as it help us make the appropriate improvements to keep our high standards. We would like to inform you that we have received your correspondence and we will process and investigate in order to provide you with the appropriate response to your inquire. Please allow a time response frame of 20 business days. With our kindest regards we remain,

*** Hotels & Resorts Post Travel Customer Services USA, Canada, & Mexico

5/30 Client was contacted by CheapCaribbean and advised we will be in contact with her once a response is received

In the meantime should the clients have any questions they may contact our office at ************ ext. ****.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid for a trip , bought trip insurance , I cancelled the trip now I am getting the run around. I cancelled last month and still I have recieved no refund papers . My emails have gone unanswered.

Desired Settlement: Refund

Business Response:

Our client’s reservation was reviewed in full:

Our client at the time of booking purchased *** ******** insurance for full coverage and protection.

On 4/5 the client called CheapCaribbean.com and cancelled his reservation and would be filing a claim for monetary reimbursement as we are a nonrefundable company. If the client prefers not to file a claim we can issue the client a future credit (less cancellation penalties) for travel with expiration one year from the booking date. These Terms and Conditions were agreed upon at the time of booking.

As we investigate the clients concerns we reached out to *** for status of their refund

It was advised to us that the client was sent forms via email to complete on 4/11 and a claim file opened: #***********

To date the forms have not been returned to complete this process.

We requested *** to resend our client the forms via email to ensure they’ve been received.

If for some reason they have not been received via email or further concerns regarding his claim he may contact *** at ************ for additional assistance.

To date we have no record of the client contacting CheapCaribbean.com after cancelling their reservation. If the client would like to speak to a CheapCaribbean for additional information about the cancellation process or interested in us issuing a CheapCaribbean future credit he may contact us at ************ extention **** for further assistance.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/7/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i purchase a vacation on cheap caribbean .com, for travel to punta cana in dominican republic from friday 5/3/13 to 5/6/13.i laso purchase an insurance coverage incsae of cacellation on my part..i got sick with pink eyes, and called cheap cariebbean5/2/13 to cancel and get a refund because i couldnt ttravel with pink eyes its very contagious.

Desired Settlement: i would like this company to help me get my refund and to report this companyy for false advertising, also for this company to beput on awatch for not delivering as promised. .

Business Response:

 

 

After review of the case, the following actions were taking by CheapCariibean.com:

 The client a booked a reservation a online on  4/29/13

 The client purchased round trip airfare from JFK to PUJ a ****** Punta  Cana Resort & Spa. The client purchased this vacation for travel 5/3/13 –    5/6/13 at a total cost of $1226.63. 

A trip cost breakdown is as follows:

379.55 Resort

761.50 Airfare

85.58 Insurance with ***

1226.63 Total Package

 

  • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

Our Terms specifically state:

“Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

·         Our client purchased their package online and chose to purchase the Standard Insurance Coverage with Aon

·         5/2/13 Client contacted us with a need to cancel their reservation. With a last minute cancellation the client would be with 100% penalty with the resort. 

·         5/3/13 Client called stating they wanted a CheapCaribbean.com Future Credit issued.

·         It was explained to the client that since they were within 100% penalty with the resort it would be in their best interest to file a claim with *** rather than a future credit minus penalties.

·         In review of this case we contacted *** and they confirmed that the client has since filed a claim and its currently being reviewed.   Claim #**********

 

Please see the attached document including the Terms and Conditions that where agreed to by the client at the time of booking and the Travel Vouchers that was issued to the client at the time of booking regarding the insurance purchased.

If the client has any further questions or concerns they are free to contact me directly at ************ extension ****.

Once again, we reiterate our sincere apologizes for any difficulties they feel they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:yes i did file a refund from through the insurance that i bought on the web site of caribbean web site.at the prompting of caribbeaqn employee.if this is how this company conduct business, i would never  buy travel vacation from them and i will make sure my friends and family never purchase any thing from this company.


Regards,

******* ********








Business Response:

Per our Terms and Conditions agreed to at the time of booking we are a nonrefundable company and govered by the contracts we hold with the airlines, resorts and vendors. 

In this case the resort charges per their contract a 100% penalty when cancelling within days of travel. In order for the client to receive a monetary refund from her purchase the client must file a claim with *** on the said claim.  We contacted *** and they are currently reviewing the case.   Again the clients claim number is #**********. If the client has any further questions about their claim she may contact an *** representative at ************ for additional information or status on their claim.

No compensation is being offered at this time.  Our position remains the same.

Business Response:

We called and spoke to *** today and advised the client will be mailed their claim check the middle of next week. The client will be reimbursed in the amount of $1141.05. Again if they have any further question regarding this process they can contact *** directly to speak to a claims representative at ************ and refererence their claim number: **********.

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We booked a vacation through cheapcaribbean.com including multiple excursions. One of the excursions, the ** ***** Sundown Safari was canceled due to maintenance. We spoke with the ** ***** staff and they sent an email - which we witnessed - to cheapcaribbean.com asking them to refund us. Upon returning from our trip, we contacted cheapcaribbean.com inquiring about said refund and were told they did not receive an email and would look into it. We have since inquired twice more, over the course of 10 days, and have essentially been blown off -- we've been told that the email never arrived, that we can't provide proof, that ** ***** isn't reachable, et al as excuses. We've been promised follow up calls which did not materialize.

Desired Settlement: Refund of the money paid for the ** ***** Sundown Safari excursion. (add-on to reservation ********)

Business Response:

 

We have fully reviewed our client reservation and had contacted the excursion company intially on 5/9 when notified by the client in regards to the cancellation of their excursion. We thank the client for their patience and apologize for the delay as we waited for the excursion companies reply.  We are glad to report that ***** ********** has offered to our client a refund in full of $86.00 and apologizes for any inconvenience in which they encountered.

 

The client has since been notified and sent the following email:

 

EMAIL TO CLIENT::

From: Customer Care

Sent: Tuesday, May 28, 2013 12:40 PM

To: ***********************

Subject: CheapCaribbean.com booking #********

 

May 28, 2013

Re: Booking # ********

 

Dear ***. *****,

We are very sorry to hear that you were unable to take an excursion which was included in your vacation package. It is always our goal to provide our customers with the best vacation at the best price and we want nothing more than for you to enjoy your vacations with CheapCaribbean.com. While circumstances beyond our control occur among the hundreds of vendors we carry on our website and we certainly do regret any inconvenience.CheapCaribbean.com has confirmed with ***** ********** that the ** ***** - Sundown Safari was not received during your trip. We are refunding you $86 as that is equal to the amount paid for the unused excursion. The refund will be issued to the credit card on file that was used to book the reservation. Please be advised that it can take 7-10 business days for the refund to show on your credit card, depending upon your individual bank/credit card company.CheapCaribbean.com appreciates you as our valued client and hopes you will give us the opportunity to serve you again in the near future.

 

Thank you again for choosing CheapCaribbean.com! Assuring you of our best intentions at all times, we remain.

 

Yours sincerely,

Customer Care Department

 

Once again we reiterate our sincere apologizes for any difficulties they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  Thank you for your assistance.

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/31/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a rate of 24.00 per person.. They already charged me $48.00 for a third person in the room. The advertisement does not state limit 2 people at this rate per room. I was charged more.. Now a month later they are trying to charge me more or not honor my confirmation. They are claiming that per person does not include anyone under the age of 11.. Not stated in the advertisement. Their website allows kids to book.

Desired Settlement: Change the offer to read $24. pp only applies to people over 12. If you are traveling with a child under 12 you have to call to book. Their website allowed me to book a child at that rate, how can they try to demand more, or cancel my reservation?

Business Response:

Our clients file was reviewed and issued resolved:

 

Client booked online

Traveling 6/17 – 6/21

Lifestyles Beach Resort and Spa

2 Adults

3 Children (14, 11 and 10)

 

Client had booked online room #1 – 1 Adult and 2 Children room #2 1 adult and 1 child. The resort details on the website states as follows due to the resorts special pricing offer and policy:

Single Traveler
Please be advised if you are a single traveler with a child (ages 4-11) you must call our reservation center at ************** and a customer service agent will be happy to assist you in booking. If you are a single traveler with a child (ages 4-11) and book online, your reservation will not be honored by the hotel and any increase in alternate accommodations will be the responsibility of the client.

Due to the fact the resort had confirmed this reservation for us and the client originally, we went ahead and contacted the resort to ensure they client would not have an issue when checking in.  We received confirmation that in order for them to confirm the booking we had to resubmit as two reservations.  We made the changes resubmitted the reservation to the resort and sent the client updates travel documents for Booking ******** & ********.  

 

The following resolution email was sent to the client along with an offer of $100 in Sun Dollars to apply to a future booking.  

 

It was a pleasure speaking with you this afternoon. I really appreciate your patience! As we discussed, we are going to update your reservation to remove your son ****** and add your sister *******. Additionally, we are going to update the resort to make sure that the reservation with your husband and your daughters shows the correct pricing for the resort so you will not have issues when you arrive. I just spoke with our processing department, and they will actually have to create a separate reservation number for that, so you will actually get updated documents for ******** to show just you and your sister, and you will get a separate set of documents for the other room that will have a different booking number. As I mentioned, you should receive these new documents no later than Thursday, but if you don’t have something by Friday morning, please let me know and I will make sure it gets taken care of.

 

Additionally, I have issued you $100 Sun Dollars to your CheapCaribbean.com account, and I am approving the Sun Dollars to be used for either a land only booking or a package, and that I you will also be able to use the Sun Dollars in combination with another promo code if there is a promo code available for the reservation you are purchasing. Once you call to rebook, you will need to reference your original booking number, as I have noted the account to that effect. If there is anything further I can assist you with, please do not hesitate to contact me at any time.

 

Once again, we reiterate our sincere apologizes for any difficulties they felt they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

 What made me a single traveler.. 2 adults and 3 kids is considered a single traveler? Wording needs to be corrected to read 2 adults per room for offer.. And their website needs to be corrected to match the offer.. No one should be able to make a reservation and end up finding out it is booked wrong after they call in to ask a question.  They are honoring my trip. What happens to all the people who book with kids now?



Regards,

******* *****








Business Response:

As we are an online company we put as much information as possible on our site in order to inform clients of offers or any  special requirements that need to be meet prior to booking.   The resort in this case advises that an adult traveling with a child is identified as a single travel must call to make a reservation as some restriction do apply.   In this case the resort set a policy regarding children.  Since there was one child and one adult in a room, special attention needed to be given to this reservation in order to confirm with the resort properly.   We again apologize for the inconvenience, thank the client for their patience as this reservation was overlooked initially by the resort when confirmed.  Although it’s impossible for us to undo our clients disappointment in this case,  we do have to follow the guidelines and procedures of the resort as posted on our website.  

In cases such as this when clients do happen to book online under this policy we’ll contact the resort for needed assistance in confirming the reservation as booked. 

Again, our position remains the same.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a vacation using Cheap Caribbean, this was the worst vacation we have had to date and this was also our honeymoon on top of it. I was VERY disappointed with how this trip ended up. I received a phone call two days before leaving telling me that the hotel was overbooked and that i was going to be at a different hotel for the first two days. I was told that i had no say in any of this and it is what it is, i asked about canceling and was told that i could not. Once we got to the airport in Cancun the ******* ***** people (i guess this is who cheapcaribbean.com uses) had no idea what was going on, they were supposed to know about the hotel switch but they didn't, it was very stressful being in a foreign country and not being able to speak the language and having these issues. They finally understood that we were going to a different hotel (thankfully i took all the emails with me) so we get in the car and they take us to the hotel but apparently there was more than one lobby for that hotel and they took us to the wrong one so the guy there didn't know anything about us which was stressful again, about 10 minutes after sitting there they figured out where we were supposed to go to and took us there. At the front desk once again they didn't know what was going on but finally found it and gave us the room key, we get to the room and we don't even have one bed, we got two small beds, keep in mind this is our honeymoon! the next day we had to meet with the ******* **** people to get info about our transfer on tuesday to the other hotel and of course once again they don't know whats going on, after being there for about a half hour we finally get the time for the transfer which was at 1PM on tuesday. So we wasted more time instead of enjoying our honeymoon. The transfer was at 1PM but we had to check out of our room by noon, so on tuesday we had to pack and check out before noon and then sit there till 1PM for the car to come pick us up, we then went to our hotel that we paid for COBA and find out that check in is not until 3PM!! so we had to wait to get into our room! so basically Tuesday we got no beach/pool time at all since we didn't get done with the whole transfer situation till after 3 PM and them we had to meet with ***** to schedule our dinners which everything was overbook already but since i had the emails with me he made it happen, ***** was extremely helpful by the way! so on Tuesday which should have been a full day of not doing anything but laying out we got to the pool about 4PM and of course there are no chairs available because it's so late in the day. Wednesday comes along and we get up early to get a good chair at the pool and lay out, but then we have to meet with the ******* **** people again to schedule our pick up to go back home, they are of course not in our hotel but at tulum so we have to go all the way over there, we get there and once again they don't know who we are and whats going on. He calls the cheap caribbean lady, i guess she was some sort of district manager, i wish i got her name because she was really rude to me. I asked to speak to her and i told her everything that has happened and she didn't care at all! all she said is that we could have cancelled before coming! Which number one was never offered to me, i asked and i was told that was not an option, and number two it was our honeymoon. After being there for almost an hour the guy finally tells us to go back to our hotel and he'll work on this, he felt bad, and he was really nice, the only ******* **** guy so far that was actually really nice and showed that he really cared. We did get a call from ***** telling us transfer was at 8:45am so we though ok at least everything is done we can just enjoy our last night and go home with no issues, i was wrong! we get in the lobby at 8:40am to get our transfer and ****** from ******* ***** comes up and pretty much yells at us for being late! he said that we had to be here at 8:25am which is not what we were told. As i'm checking out thankfully my wife followed him to the car because he was going to leave us!! My wife had to stand in the way of his car door because he was going to leave, he said that we have to take a taxi and that it will cost us $95. My wife had to beg him not to leave and thankfully i was able to check out pretty quickly and i ran down and got in the van. I have used cheap caribbean 3 times before and i have not had any issues but after this trip which was just a nightmare I will not be using them again. We did get a voucher for a 4 night stay at the hotel for free due to it being overbooked but the voucher is just for the room we have to pay for flight, after checking how much flights are it will cost us about $900 to fly plus airport transfer about $100. The exact same trip is currently $1300 for everything right on cheapcaribbean.com so yes i can save about $300 but this was going to be our last trip because we plan on getting pregnant so the “free” voucher is really not free at all. We feel very cheated because of this vacation it was not fun at all and it’s really a shame that cheap caribbean will not do anything to make up for this. We travel a lot and i have never had a terrible experience like this. I want to know if there is anything else that we could get to make up for this terrible trip. The hotel was beautiful but we had to deal with something everyday that we were there and we did not feel like we were on a vacation at all, plus as i mentioned before it was also our honeymoon. We wouldn't mind redoing our vacation but we can't afford to spend all that money on the flight. i emailed cheap Caribbean to see if they can do anything and i received a response basically telling me that there is nothing they can do, i also called and got nowhere.

Desired Settlement: I am looking for cheapcaribbean.com to do something for me. A full or partial refund, the hotel is at least trying by giving me the voucher but to use it i have to spend over $1000. Cheapcaribbean does not care at all that i spend $1600 on a vacation that was horrible and it was all their fault.

Business Response:

After review of the case, the following actions were taking by CheapCaribbean.com:

The client a booked a reservation a online on 1/8/13

The client purchased round trip airfare from DTW to CUB, a 4 night stay at the Grand Bahia Principe Coba.

The client purchased this vacation for ******* ****** and himself to travel 2/24/13 thru 2/28/13 at a total cost of $1603.52. Insurance coverage was declined.


A trip cost breakdown is as follows:

 1001.72 Hotel

     611.80 Air

      90.00 Round Trip Transfer

($-100.00) Promo Discount

   1603.52 Total Package

 

During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

 

Our Terms specifically state:

This vacation is nonrefundable and nontransferable. CheapCaribbean.com must be notified of any changes or cancellations. Changes or cancellations will be charged a $50 per person fee. Changes or cancellations to airfare will be charged $175 per ticket fee. Changes or cancellations to hotel can be up to a 100% penalty. Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date. Customer is responsible for increase in price resulting from changes. Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/. CheapCaribbean is not responsible for denied boarding due to improper travel documents. Insurance claims will be processed by Aon Affinity Berkely Travel* (Aon) according to the plan purchased http://www.cheapcaribbean.com/travelProtection.jsp. A 100% penalty will be charged for No Show reservations. Customer responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees). You agree these fees may be subject to change at any time.Services are provided "as is" without warranty of any kind. CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at Terms and Conditions. Cancellation on the Cancel for any Reason Plan must take place at least 72 hours prior to departure. After filing a claim with Aon and pending their approval, you will be issued a reimbursement check equal to 75% of the nonrefundable trip cost, less the price of insurance. CheapCaribbean.com, Inc. will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed. Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability.

*Aon Affinity, is the brand name for the brokerage and program administration operations of Affinity Insurance Services, Inc.; (AR 244489); in CA, MN & OK , AIS Affinity Insurance Agency, Inc. (CA 0795465); in CA, Aon Affinity Insurance Services, Inc., (0G94493), Aon Direct Insurance Administrators and Berkely Insurance Agency and in NY and NH, AIS Affinity Insurance Agency. Affinity Insurance Services is acting as a Managing General Agent as that term is defined in the section 626.015(14) of the Florida Insurance Code. As an MGA we are acting on behalf of our carrier partner.

Charge Now:


Charge on:


Total Price:


         Total Price:

 

I have read, accept, and agree to abide by CheapCaribbean.com's
Terms and Conditions and
Privacy Policy

 

 

Reservation reviewed:

 

2/21/13

Client was sent the follow email pertaining to relocation done by the resort:

 

From: CheapCaribbean.com Reservations

Sent: Thursday, February 21, 2013 12:25 PM

To: '*******************

Subject: URGENT Relocation of reservation ********

Importance: High

February 21, 2013

 

Dear CheapCaribbean.com Client:

We have been advised of an overbooking situation at Grand Bahia Principe Coba. At CheapCaribbean.com, our primary concern is for you, our valued client. We do apologize for any inconvenience and want you to know that the resort and CheapCaribbean have taken immediate action to ensure your satisfaction. Grand Bahia will be relocating all affected reservations to Barcel Maya Colonial and Tropical Beach for 2 nights only at no additional cost. Please click the link below in order to view your new accommodations for the first 2 nights: Barcel Maya Colonial and Tropical Beach: http://www.cheapcaribbean.com/resorts/Riviera-Maya/Barcelo-Maya-Colonial-and-Tropical-Beach/2974.html As compensation, the Gran Bahia Principe is offering a voucher for a complimentary stay for the amount of nights booked on your original reservation! This voucher must be used within one year. Also at your return to the Gran Bahia Principe, you will receive a VIP Bracelet, free use of safe box, free entrance to the Mexican Fiesta and 3 minute phone call to USA. The Gran Bahia Principe will coordinate the transfer pickup on February 26, 2013 at 1 pm in the Lobby of Barcel Colonial for your return back to your original resort. Upon receiving this email regarding your upgrade, please notify us via email at reservations@cheapcaribbean.com or by calling *************** You will not receive new confirmation documents reflecting the new resort; you will be able to check in with your original vouchers. If you have transfers booked, the transfer company will be notified of the change. We know you will enjoy your stay at the Barcel Colonial and Tropical Beach resort and are here to answer any of your questions. Have a wonderful vacation and thank you for choosing CheapCaribbean.com!

 

 

2/21/13

Agents calls and speaks with the client and advised they are upgraded as stated in the letter for the first two nights and is a mandatory relocation done by the resort. Due to the inconvenience caused by the resort the client is being offered as compensation the following:

 

Return comp stay for the same number of nights (within a year)

VIP bracelet

Free use of safe deposit box

Free entry to the Mexican Fiesta

Free 3 minute call to the US

Free Transfer back to on the 26th to the Grand Bahia Principe Coba


2/23/13

Client emails us concerned with the use of his voucher and states is would be nice if they offered him also a discount on the air also

 

We send the client the following email:

 

From: CheapCaribbean.com Reservations

Sent: Saturday, February 23, 2013 11:27 AM

To* ******** **********

Subject: RE: URGENT Relocation of reservation ********

 

********

Thank you for your email. Again, we truly do apologize for any inconvenience that this change in resorts has caused. The only compensation that is being offered from Gran Bahia is the complimentary stay for the amount of nights booked on your original reservation. You would receive the vouchers upon return from your trip. Also, we have reached out to Gran Bahia and have asked them to get in touch with you directly regarding your dinner reservations. Please confirm that you are acknowledging this change in resorts either by replying to this email or by contacting our Existing Reservations department at **************.Sincerely,

 

3/4/13

We receive the client’s formal complaint and send the client an apology for his encounters and offer the client $100 in Sun Dollars to use towards his next booking

 

3/20/13

Client calls to say the resort has given him a return voucher however when he calls the resort to rebook (using the voucher) they are not responding to him. He states he knows this is not our responsibility but rather looking for some assistance. The agent tells the client he will email the resort and ask that someone call or email the client as soon as possible. 

 

3/30/13

Client calls and request we transfer his sun dollars to the new party booking a trip with us. Client is advised that Sun Dollars are non transferable.

We understand the client would like to add transfers onto another booking using his Sun Dollars. As a gesture of goodwill we can extend this offer to the client and ask that he contact ************************** for further assistance with transfer.

We sincerely apologize for the inconveniences that our client encountered on their vacation.  Please know that the relocation and compensation offered was under the direct of the resort. It’s difficult for us to know why the client encountered said issues as the resort was to coordinate and handle this move internally.  Again we apologies if it was not a smooth process for our clients. If the client is still having difficulties with reaching the resort to use the voucher we suggest he contact us to let us know in order for us to assist in resolving this matter for him.

Our aim is always to provide the best service and we do hope that they will give us another opportunity to prove this in the future.

 No further compensation is being offers at this time. All services have been rendered in full.

 

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
Just because you have something in your fine print does not give you the right to just wash your hands clean of a terrible experience that we had, calling the customer service number for you business is a complete waste of time and it didn't get me anywhere, so the email you provided is not even something that I'm going to try because quite honestly I have wasted a lot of time and I'm just done with it. If anything why can't you just give me the $100 back in a form of a check to me? Just doing something would be nice, even something as little as that. 

Regards,

******* *********








BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked my trip to ******* ****** ******** ****** with cheapcaribbean.com on April 9, 2013. I was quoted a price of $3,419 for four people for 5 nights for a room with 2 double beds. My confirmed booking shows that I paid for a room with 2 double beds. Today, May 2, 2013, I decided to call the ******* ****** ******** ****** to confirm my reservation and the requested newly renovated room. Some rooms at the hotel aren't fully renovated yet. When I called the hotel, the front desk rep said that the request was never made to have a room with double beds, and that Cheap Caribbean only has a contract with them to offer rooms with King beds. I told the front desk rep that, they give you the option to choose a room with a king or two double beds. She said that I would have to pay an extra $30 a night upon check out if I wanted a room with two double beds. After that I called cheap Caribbean, and spoke to a rep, and she said that they do have the right to sell rooms with double beds, and that I already had requested it. She agreed to investigate and give me a call back. I received a call back approximately 4 hours later saying I would have to pay the extra $25.00 per night if I wanted the room upgrade. I argued that I didn't see on the cheapcaribbean.com website where a room upgrade from king to 2 double beds were subject to an extra fee. I was given the option to change hotels, but declined since it would be more money to change hotels and plus I would have to pay nearly $1600 extra just to have access to the Atlantis aqua venture water park for four people for 5 nights, compared to having it already included in the comfort suites paradise island amenities. I spoke to a supervisor and explained to him that the $25.00 fee that they are claiming to be on their website isn't clearly visible to the customer, and it's hidden. I don't feel it's fair for me to have to pay an extra $150 upon checkout to the hotel, based on the cheapcaribbean.com's lack of visible website hotel feels. The extra $150 could be used towards feeding my family.

Desired Settlement: I would like them to either reduce my remaining balance by $150, or agree to cover the room upgrade.

Business Response:

After review of the case, the following actions were taking by CheapCariibean.com:

 

  • The client a booked a reservation a online on  4/9/13

The client purchased round trip airfare from JFK to NAS, a 4 night stay at the ******* ****** ******** ******

The client purchased this vacation to travel 6/28 thru 7/3 at a total cost of $3419.27. 


A trip cost breakdown is as follows:

$932.00 Hotel

$1821.60 Air

$319.00 Energy Surcharge

$100.00 Maid Fee

$271.67 AON Enhanced Coverage

$ 25.00  Deposit Fee

$-50.00 Promo Code

-100.00 Promo

$3419.327 Total

$2248.37   Deposit

$1170.90 Balance Due

 

  • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

Our Terms specifically state:

“Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

 

After further review:

Our client booking reflect their request and the resort has been notified:

                               2 double beds - non smoking. Would like to be in the newly renovated room. Thanks!

Please note however requests can never be guaranteed as stated on our website at the time of booking.

Since we are an online company we do provided a considerable amount of information to our clients.  It is vitally important that clients read all the details including the links provided to ensure they understand what the resort has to offers. In this case the bedding fee was detailed within the bedding information, see below. The fee is $25 per night:

Super Saver - SS5
The separate sitting area offers lots of room for you to rest, as you prepare for your next adventure at ******** ******* Take advantage of the complimentary Wi-Fi, satellite TV, mini fridge and in-room coffee maker. This room does not offer a view.

Beds
1 king size bed or 2 double beds with sofa bed

·         Amenities [Details]

·  Air Conditioning

·  Balcony/Patio

·  Cable/Satellite TV

·  Coffee Maker

·  Iron/Ironing Board

·  Sofa Bed

·  Mini Fridge

·  Television

·  In-Room Safe

·  Hair Dryer

·  Non-Smoking Rooms (on request)

·  Wake-Up Calls

·  Sitting Area

·  Wireless Internet

·  Flat Screen Television

·  Breakfast Included

·  Roll-Away Bed (on request) ($)

·         Max Occupancy [Details]

Max occupancy: 4
Max adults: 4 (w/ no children)
Max adults: 2 (w/ up to 2 children)
Rooms with 2 double beds are very limited, and on request only. Rooms with Double Beds carry a $25 per night extra fee payable at check out. Subject to change.

After our review and taking into consideration the clients perspective, as a gesture of customer service we will be reducing the cost of the client’s package by $125

·         $25 per night x 5 nights = $125

·         Clients balance has been adjusted and reduced to $1045.90

 

Our client has been contacted and advised of the offer and sent an updated invoice reflecting the charges due.

Again, we reiterate our sincere apologizes for any difficulties they felt they encountered with us.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Cheapcaribbean is a company that sells bundled vacation packages. My friend and I purchased a vacation package from their website "cheapcaribbean.com' (booking ID ********) with a destination of ***** *** ******* ******** *** Mexico for 5 nights. Our vacation package was advertised as an "all-inclusive" vacation package. "All-inclusive" is a phrase regularly used by the travel industry to indicate that food and/or beverage is included within a vacation package. We made this purchase with the understanding that "all-inclusive" has that direct meaning. Later, after the purchase, we reviewed the Travel Invoice and noticed that NO food nor beverage was listed within. I immediately called the cheapcarribean customer service line at 10:43am PST on 4/16/13 and spoke with a service person named ***. I explained to *** the fact that we purchased an advertised "all-inclusive" vacation package but failed to find anything included outside of the flight and hotel reservations. *** stated that this package is a "European Plan". When I asked her to elaborate as to what European Plan indicates, she stated that it means no food or beverage included. I then asked what "all-inclusive" actually means. She stated that it depends from hotel to hotel. There was no clear explanation as to what "All-inclusive" actually meant regarding the package I actually purchased. After looking up my reservation, *** stated that a message was on my hotel voucher that states that no food or beverage is included. My hotel voucher (within my Travel Invoice) does not state ANYTHING about food nor beverage. The comprehensive Travel Invoice also does not speak at all to food or beverage. I also contacted the hotel relevant to this package, ******** **** ***** * *** ********* **** to address this issue. The hotel stated that they do not offer any kind of all-inclusive packages at the hotel. This confirms that the liability of this advertisement lies solely on the advertising company Cheapcaribbean. In conclusion, Cheapcaribbean advertised an "All-Inclusive" vacation package that literally does not include anything but the flight and hotel reservations. This is grounds for a FALSE ADVERTISEMENT complaint. Cheapcaribbean must only list "All-Inclusive" descriptors ONLY for vacation packages that actually have product/services included with the package

Desired Settlement: I expect to have a food and/or beverage voucher from the company that can be used at the hotel we are staying for each of the 5 nights. Such a voucher would be consistent with the advertised vacation package that was purchased from cheapcaribbean. I also expect Cheapcaribbean to list its vacation packages appropriately. Stating "All-inclusive" on a vacation package, but not offering any inclusive services/products, is false advertisement and illegal.

Business Response:

After review of the case, the following actions were taking by CheapCariibean.com:

 

  • The client a booked a reservation a online on  3/7/13

The client purchased round trip airfare from *** ** ***, a 5 night stay at the ******** **** ***** * ***

The client purchased this vacation for ****** ***** and himself to travel 4/21/13 thru 4/26/13 at a total cost of $1775.71. 


A trip cost breakdown is as follows:

 

$749.26 Hotel (74.92 per person per night)

$922.56 Airfare

 

$  80.00 Transfers

$123.89 Insurance

($-100.00) - Promo Discount

$1775.71 Total Package

 

  • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

 

Our Terms specifically state:

“Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

 

Reservation reviewed in full:

 

  •  4/15 ****** contacted us stating she was under the impression when they booked online they had booked All Inclusive
    • The agent explained that this hotel did not offer this plan and offered to research alternative resort with this option 
    • No changes were made to the reservation
  • 4/16 ***** contacted us 
    • Advised the agent his vouchers stated” All Inclusive”
    • Agent reviewed and advised the client that his vouchers stated EP – European Plan.
    • Client then asked what the difference was
    • Was told by the agent that EP meant no meals, beverages included.
    • Notes reflected he understood
    • No changes made to the reservation

 

·         Per our website it clearly states in red lettering that this hotel does not have a meal plan in the caption of the package and in the details for the reservation ( see below )

Link: ************************************************************************************

 

As posted:

******** **** ***** * *** ******* ****

Our Rating

http://www.cheapcaribbean.com/img/sunrate_7.gifDetails

4 Nights with Air from $759– Meals not included             **********



Hotel Description

******** **** ***** * **** ***** ***** ** *** ***** ** ***** *** ******

In the center of ***** *** ******, just three blocks from the beach, is a hidden oasis of style and charm called the ******** **** ***** * ***. An adults-only, boutique hotel adjacent to *** ***, this resort is a hip and stylish alternative to the traditional beachfront resort.

Being a hip, urban resort doesn't mean you'll miss out on the beach! The resort is just 100 yards from the ivory shores and blue waters of the Caribbean and a private beach club. After you've checked out the sandy shores, head back to the resort's two uniquely designed outdoor pools which are surrounded by tranquil gardens. Kick back in a chaise lounge while you sip a tropical martini. Or, spend the day by the sea, soaking up those golden rays, then break for lunch at Mosquito Beach Club Restaurant. At dinner sample the savory dishes at the elegant and modern ******** **** Restaurant. Pair your Mediterranean meal with a selection from the extensive wine list.

For the ultimate escape, explore the 4,000-sq-ft Zen Eco Spa. The full range of services and treatments blends ancient culture with jungle-harvested natural botanicals. Lose yourself in a mixture of healing aromas and innovative quartz techniques. Try the Zen Shiatsu Massage, or indulge in a purifying body wrap. There's even the stimulating chocolatherapy skin treatment that uses rich, luscious chocolate. After a rejuvenating water treatment, nourish your body at the spa's Organic Tea and Oxygen Bar. Then fritter away the afternoon at the rooftop sauna, steam room, open-air showers and relaxation deck.

The resort's sophisticated rooms boast stylish Italian furnishings and Egyptian cotton linens. The Deluxe Rooms also feature Bulgari amenities. To top it all off, guest rooms are equipped with complimentary Internet access, so you can stay connected to friends and family back home. Perhaps you'll be able to brag about your under par score at nearby Playacar Golf Course, just one mile away, or what your plans are for another day in paradise.

This hotel is NOT all-inclusive. Food and drinks must be purchased separately.     ***************
Unless otherwise specified, all services are available for an additional charge.


The client is fully responsible for this charge.  The client purchased this vacation online where the resort details where clearly posted. The client clicked and Agreed to our nonrefundable Terms and Conditions at the time of booking which state that changes could be made at any time and services would be rendered “as is”.  All remaining services that the client purchased were rendered in full per the Terms and Conditions that the client clicked and agreed to during the online booking process.

Please see the attached documents including, the Terms and Conditions that where agreed to by the client at the time of booking and the Travel Vouchers that were issued to the client at the time of booking.  

Once again, we reiterate our sincere apologizes for any difficulties they feel they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this in the future.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I had plans to fly on ******* Flight #**** on 3/2/2013. After multiple delays, we eventually departed at approximately 1:10PM on 3/3/2013. We arrived at resort to be placed in a less than desirable room and were told we would be moved to our "canopy" bed room at 2:0PM the next day. In effect, we missed enjoying the room we paid for two entire days. Cheap Caribbean contends they notified ***** ***** ***** to hold "our" room even though we would not check-in until 3/3/2013. Their email further states "Resorts will still charge for the missed night as they need to hold the room for your arrival" So we were charged for the specific room but did not receive occupancy of it until 3/4/2013. We paid for a product or service but did not receive it. Fellow passengers who used ********* ******* were informed almost immediately that they would receive a days amount as a credit on their credit card. Cheap Caribbean contends we need insurance to guarantee we receive what purchased. I disagree.

Desired Settlement: A 1/7 credit of the amount paid to the credit card used in the transaction

Business Response:

 After review of the case, the following actions were taking by CheapCariibean.com:

 

  • The client a booked a reservation a online on 1/18/13

The client purchased round trip airfare from CVG to PUJ a 6 night stay at the all inclusive ****** ***** ******** ***** *** *****. The client purchased this vacation for **** ****** and himself to travel 3/2/13 thru 3/9/13 at a total cost of $2900.56.

Client declined the offer of add-ons or purchase of Insurance protection.


A trip cost breakdown is as follows:

$1939.56– Hotel ($322.76 per night)

$1021.00 – Airfare

$40.00 – Transfers

($-100.00) - Promo Discount

$2900.56 - Total

 

  • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 

 

Our Terms specifically state:

“Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any appicalble airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change.  In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”  

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

 

The reservation was reviewed:

 

·         3/2 Client emails to let us know that his flight is delayed  and wants to know what adjustments he can expect to have made to his reservation

·         3/2 CheapCaribbean.com replies to the client that we have sent his new flight schedule to the resort and the transfers company alerting them to their delay and to hold the room

 

From: CheapCaribbean.com
Sent: Sunday, March 03, 2013 1:47 AM
To: ***** ******** *** *******
Subject: Booking ******** - DELAYED ARRIVAL - URGENT
Importance: High

 

 

Good Evening –

 

We have mutual clients that were scheduled to arrive today, but their flights have been delayed.  The same ** **** flight is now scheduled to arrive tomorrow 3/3/2013 at 240pm.  Please hold their room and do not consider them a no show as they will still be arriving to your resort!!

 

Thank you for your assistance in this matter and have a wonderful day!

 

From: ***** ********
Sent: Sunday, March 03, 2013 10:54 AM
To: CheapCaribbean.com
Subject: Re: Booking ******** - DELAYED ARRIVAL - URGENT

 

Buenos días,

Ok hemos guardado la hab.


From: ******* *****
Sent: Sunday, March 03, 2013 6:29 AM
To: CheapCaribbean.cpm
Subject: RE: Booking ******** - DELAYED ARRIVAL - URGENT

 

Thank you for the notification.

We have updated our system and advised our staff at the airport.

·         3/10 Client contacts us to  inquire about what adjustments or reimbursements they’re entitled due to flight delay of 21 hours due to mechanical reasons or other issues.  We sent  our client the following response:

 

From: Customer Care

Sent: Sunday, March 10, 2013 9:59 AM

To: *** ******

 

Thank you for taking the time to contact Cheap Caribbean regarding your recent vacation. We are sorry to hear that your flight had been delayed, resulting in you missing a day of your vacation. The Federal Aviation Administration implies strict rules and safety regulations that the airlines must adhere to and often times the call is made to delay a flight because of mechanical issues. The airlines will occasionally have to make a decision which impacts their travelers plans; however, we ask that you remember the decision was made with your best interest in mind. Once you had notified us of your delay, we immediately forwarded this information to the ****** ***** ******** ***** *** ***** ********** and ******* *****, the transfer company. The resort had agreed to hold your room, however, there is still a charge for the missed night. Cheap Caribbean strongly recommends purchasing additional insurance, as we are unable to reimburse for lost vacation time due to delays or cancellation with flights. CheapCaribbean.com appreciates you as our valued client and we are sorry to hear that travel did not go as smoothly as you had anticipated. While we cannot change the past, it is our hope that you will give us the opportunity to serve you again in the near future so that we can provide you with a much more positive travel experience.

 

3/10 Clients reply:

From: ****** ******

Sent: Sunday, March 10, 2013 10:06 AM

 

There is a charge for a missed night? Right...How is it that Vacations Express emailed their customers early in the week to notify

 

From: ****** ******

                Sent: Sunday, March 10, 2013 10:37 AM

 

Also, it rained on 3/3 and 3/9.... What hoops do we have to jump through to get our Sun Protection Factor???

 

From: Customer Care 

Sent: Sunday, March 10, 2013 12:27 PM

To: ******* *******; Customer Care

Subject: RE: Cheap Caribbean Reservation #********

 

*** *******

 

Resorts will still charge for the missed night as they need to hold the room for your arrival. As we mentioned in our previous e-mail, because Cheap Caribbean is non-refundable, we offer our clients additional insurance to cover any unforeseen circumstances, such as trip delay. It is the insurance company we work that will be able to provide reimbursement for missed nights. By purchasing the additional insurance, AON will be able to reimburse you for delays or cancelations exceeding 12 hours a situation where Cheap Caribbean will still incur a cost. As you book your reservation, you are presented with two insurance options, Standard and Enhanced, if you chose to opt out of the insurance we offer, then you are asked to click off on a waiver of charges. This waiver states that you understand by opting out of insurance coverage that [you are] taking on full liability for my trip and those listed coverages, including all non-refundable trip costs as well as any medical situations that may arise which are unlikely to be covered by any U.S. health care provider Cheap Caribbean is not affiliated with ********* ******* and we apologize that we are unable to comment on their policies.

 

Regarding your rain voucher, all of the information is located in your travel documents; however, there is a time frame of rebooking within 30 days. Instead of offering the SPF100 promo code, we will deposit $100 Sun Dollars into your account. Sun Dollars can be used up to $100 per new reservation, double occupancy, package (land and airfare). Please note that Sun Dollars are valid for 2 years and cannot be combined with any other promotion.

 

Once again we reiterate our sincere apologies for the difficulties you encountered. We thank you for sending us your valuable comments; we are always happy to receive feedback from our customers, good or bad, and hope you will give us the opportunity to serve you again in the near future. Our aim is always to provide the best service to our customers. Thank you again for choosing CheapCaribbean.com!

 

·         The client received a direct response from the hotel which we were notified of when recently contacting the resort to inquiry about the situation.  The resort offered VIP status on their next visit:

 

Date: 3/11/13

 

Dear *** *******


Receive cordial greetings from all the team working at ***** ***** ******** ****** ******, especially from our Quality & Customer Service Department.

First of all, thank you for taking the time to let us know about your experience at our Hotel. We greatly appreciate your feedback as it enables us to continue to improve and provide better service for our guests.

We are seriously committed to the achievement of our guests' satisfaction, since their opinion is very important to us. Please be assured that our main goal strives in having a great ambiance to satisfy our guests' requirements.

We cannot tell you how deeply we regret that our overall image has been tarnished this time; thus we would like to extend our sincerest apologies if the mentioned circumstances gave as a result us not being able to fulfill your expectations.

It is important for us to point out that even though the possible situations you may have experienced were very punctual; this kind of situation does not correspond to our everyday reality.

We sincerely hope that despite these inconveniences, you will consider to give us a chance to welcome you once again at our hotel in order to change any misperception you may have about us. We are willing to show our commitment by offering you a VIP status during your next stay with us.



Yours sincerely,

******** ******** *********

Customer Service
***** ***** ******** ************ ***

 

The client did not contact us again until after travel was completed.  At that point our ability to offer compensation is greatly limited as services were seen rendered in full by the resort.  Had the client contacted us while in the destination regarding his concerns we would have been able to immediately assist in rectifying the situation.   When the services are completely rendered in full we’re limited to offering the client the compensation that the resort agrees to provide.  

 The client was issued $100 in Sun Dollars by CheapCaribbean.com and the resort has offered VIP status on their next return should they reconsider.

 Once again, we reiterate our sincere apologizes for any difficulties they feel they encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.  

**Terms and Conditions attached.




 



Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:  My wife and I booked and paid for  a SEVEN night vacation package from 3/2/13 to 03/09/13.  We received SIX nights at the hotel. Cheap Caribbean states that I didn't notify them and request adjustments until we had returned and that is simply not true. We feel we are owed 1/7 of the hotel bill as compensation for the services that we did not receive for no fault of ours.


Regards,

****** ******








Business Response:

Many types of circumstance can arise during ones travels and out of the control of the clients. This is why travel insurance protection is so vitally important when traveling. Delays can be costly and can certainly cause stress to a client traveling especially without this protection. Unfortunately the client chose not to purchase this option at the time of booking his reservation.

We are always willing to assist our clients in every possible way under the terms and conditions surrounding the purchase of their reservation.  We understand our clients request however the resort has not authorized us a one night refund when requested on the missed night since they were holding the reservation for the clients as booked.  The resort has authorized in direct communication to the client, VIP service on their next return. 

Below is an email we received from our client on March 2, the day of their delay. As you can see highlighted below we advised the client early on the resort would still be charging for the missed due to their delay:

From: *** ******

Sent: Saturday, March 02, 2013 12:16 PM

Hello,

I am writing at this time regarding our vacation package and the delay in the scheduled flight. What adjustments to our package price can we expect since we are losing 1/7 of the overall number of days. A voucher for future flights is not satisfactory since flight issues is what caused the problem.

Sincerely,

****** *****

From: CheapCaribbean.com Reservations

Sent: Saturday, March 02, 2013 3:15 PM

To: *** ******

Subject: RE: voucher for booking ********Good Afternoon

We will need you to contact our office as soon as possible with the details about the delayed arrival. We will need to know the new flight information, and when you will be arriving into Punta Cana. Once we have this information, we will forward it to the resort and transfers, and request that they hold the reservation. We can request a date shift from the resort, this would be possible if the airline is willing to change the return flight as well. If they do not have the availability to shift the dates, they can hold your room and you will still be charged for the missed night since they are holding it for your new arrival date. You can contact our office directly at ************. We have agents available from 5 am to Midnight 7 days a week. Thank you

CheapCaribbean.com appreciates and values our clients and we are sorry to hear that their travel did not go as smoothly as they had anticipated.  While we cannot change the past, it is our hope that they will give us the opportunity to serve them again in the near future so that we can provide them with a much more positive travel experience.  

At this time our position remains the same. No additional compensation is being offered.

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

In the previous message from CheapCaribbean there were two glaring errors as follows:

The first is contained in this language:

The client purchased round trip airfare from CVG to PUJ a 6 night stay at the all inclusive ****** ***** ******** ***** *** ****** The client purchased this vacation for **** ****** and himself to travel 3/2/13 thru 3/9/13 at a total cost of $2900.56.

The dates of 3/2/13 to 3/9/13 are correct; however, as I stated in my previous message, we were booked for a SEVEN night stay at ****** *****.  That distinction is the crux of my issue.  We were booked and paid for SEVEN nights in ***** ***** *****, not six nights in ***** and one in ******, the cheaper neighbor.

The second is contained in this language:

The client did not contact us again until after travel was completed.  At that point our ability to offer compensation is greatly limited as services were seen rendered in full by the resort.  Had the client contacted us while in the destination regarding his concerns we would have been able to immediately assist in rectifying the situation.   When the services are completely rendered in full we’re limited to offering the client the compensation that the resort agrees to provide.  

From their own message, I inquired already on 3/2/13:

The reservation was reviewed:

 

·              3/2 Client emails to let us know that his flight is delayed  and wants to know what adjustments he can expect to have made to his reservation        There was sufficient time for CC to handle our issue properly but they chose to do nothing on our behalf.  My understanding is that often times, resorts are not even paid until 2 weeks after the reservation takes place. Had they done their job on our behalf, there was plenty opportunity to do so. CC failed miserably in the customer service department in which they tout themselves. Should CC's inaction be cause for me to not receive what I paid for?

          The final point that is vital to consider is this:    CC has said that we needed to pay for the first night in order to hold "our" room for the remainder of the week. Their language is as follows:   

 

H

From: Customer Care 

Sent: Sunday, March 10, 2013 12:27 PM

To: '****** ******'; Customer Care

Subject: RE: Cheap Caribbean Reservation #********

 

*** ******,

 

Resorts will still charge for the missed night as they need to hold the room for your arrival.

 

If that is the case, then why on 3/3/13 when we arrived, were we placed in building 72 that is NOT in the ***** part of the resort but rather in the less expensive ****** section? It was not until after 2:00PM on 3/4/13 that we finally reached the room actually in *****.  Cheap Caribbean wants to have it both ways. They have never answered the question of:

If I paid the full balance for 7 nights in *****, why was it not until afternoon of the third day that we reached the appropriate room?

 I merely want to receive the product that I paid for, that being accomodations in the ***** section.  Should I not receive that product,  I expect to be reimbursed the difference.

 

According to CC, A trip cost breakdown is as follows:

$1939.56– Hotel ($322.76 per night)

$1021.00 – Airfare

$40.00 – Transfers

($-100.00) - Promo Discount

$2900.56 - Total

 

Once again, their numbers contain a critical error.  I disagree with the first line...They tell me I needed to pay for the first night.  We booked a SEVEN night stay. So the correct numbers are as follows:

 

$1939.56 - Hotel   7 nights ($277.08 per night)

 

Because of the issues of flight delay and substandard accomdodations of our trip, we in effect lost 2 nights in the resort that we paid for.  To settle this situation, I am content to accept one night or $277.08 to end this dispute.  Had Cheap Caribbean done their job early on, this would not even be an issue.  Sadly, CC talks a good game regarding customer service; Vacations Express actually acts like an advocate for the customer instead of taking a customers credit card number. They provided credit to customers for the missed time and, for those who bought insurance, they reimbursed customers for the insurance cost.  Wow, what a difference.

Regards,

****** ******







Business Response:

Client is correct on the number of nights, he did indeed purchase a vacation for travel 3/2/13 – 3/9/13 for a total of 7 nights. We apologize for the miscalculation. The hotel was purchased in the amount of $1936.56 this amount stated was correct. 

277.08 Per night

      X 7  Nights

1936.56

 

CheapCaribbean.com as stated previously contacted the resort on the client’s behalf requesting they hold their room due to a flight delay, see email below.  Room placement is solely at the discretion of the resort and based upon availability:

Terms and Conditions posted on our website at the time of booking:

GENERAL TERMS OF USE

In the event that you do not show for the first night of your reservation and do not notify us of these changes, cancellation of your reservation may occur. Rooms are assigned at the hotel's discretion and based upon availability. We will provide special requests to the service providers however we cannot guarantee that any special requests will be fulfilled; including but not limited to, bed types, smoking preferences and resort/in-room amenities.

 

Emails to and from the resort:

 

 

From: CheapCaribbean.com
Sent: Sunday, March 03, 2013 1:47 AM
To: ***** ******** *** *******
Subject: Booking ******** - DELAYED ARRIVAL - URGENT
Importance: High

Good Evening –

We have mutual clients that were scheduled to arrive today, but their flights have been delayed.  The same ** **** flight is now scheduled to arrive tomorrow 3/3/2013 at 240pm.  Please hold their room and do not consider them a no show as they will still be arriving to your resort!!

 Thank you for your assistance in this matter and have a wonderful day!

 

From: ***** ********
Sent: Sunday, March 03, 2013 10:54 AM
To: CheapCaribbean.com
Subject: Re: Booking ******** - DELAYED ARRIVAL – URGENT

Buenos días,
Ok hemos guardado la hab.


From: ******* *****
Sent: Sunday, March 03, 2013 6:29 AM
To: CheapCaribbean.cpm
Subject: RE: Booking ******** - DELAYED ARRIVAL - URGENT

Thank you for the notification.

We have updated our system and advised our staff at the airport.

 

 

Our client did contact us regarding a flight delay on 3/2/13.  As you can see we contacted the resort immediately with high importance.  Since the reservation was being held as requested by the client (and not canceled) the reservation remained active. Had the client chose to cancel their reservation a 2 night penalty would have been imposed and a CheapCaribbean.com Future Credit issued for the remaining balance. The availability for the client then to rebook altered dates with the resort could have resulted in limited availability or loss of reservation completely. 

 

The resort since has apologized to the client for their experience as previously shown (see attached). The resort acknowledges the clients concern and offers VIP status on their next stay.

 

After speaking to our clients on 3/2 there is not further record or indications clients were requiring or needing assistance regarding accommodation until after their return on 3/10/13.

 

We understand that those unexpected delays can surely influence our client’s vacation experience and sometime be costly.  This is just one of the reasons we offer travel insurance to our client at the time of booking.  While we cannot change the past, it is our hope that they will give us the opportunity to serve them again in the near future so that we can provide them with a much more positive travel experience.  

 

Our position remains the same. All services have been rendered in full.  No further compensation is being offered at this time.

 

 

 

 

 

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Now after nearly a month cheap Caribbean starts acknowledging errors.  How insightfull of them.  They acknowledge we paid for seven nights in grand ***** *****. 


 They state: Rooms are assigned at the hotel's discretion and based upon availability.     


They have discretion but if we paid to stay in the more expensive ***** section, then that is what we should receive.  If we do not receive that , we should be reimbursed accordingly.   Does cheap Caribbean contend that our first night was not spent in the Bavaro section of the resort??  Discretion on the part of the resort should not allow them to place a customer in less of a room than that customer paid for without making monetary adjustments.

CC further stated:  All services have been rendered in full.


  This statement is completely false.  We did not receive what we paid for through no fault of ours and it should not require travel insurance on our part to guarantee receiving it.  

We contend that we are due Dollars, not apologies and VIP status.  It is clear to us how both ***** and CC operate.  They surely belong together with their common lack of customer service.  We continue to state we are due $277.08.  In the interim, I look forward to spreading the word about both ***** and CC across multiple travel BB's.  My hope is that I steer enough customers away to make a difference.  


Regards,

****** ******








Business Response: