BBB Business Reviews may not be reproduced for sales or promotional purposes.


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 13 factors. Get the details about the factors considered.

Factors that affect 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 99 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

99 complaints closed with BBB in last 3 years | 39 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 35
Billing/Collection Issues 10
Delivery Issues 2
Guarantee/Warranty Issues 0
Problems with Product/Service 52
Total Closed Complaints 99

Customer Reviews Summary Read customer reviews

13 Customer Reviews on CheapCaribbean.com, Incorporated
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 2
Negative Experience 9
Total Customer Reviews 13

Additional Information

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. Steve Dumaine, President Ms. Melanie Reshetar, Manager of Customer Care
Contact Information
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

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/22/2016 Problems with Product/Service
7/27/2016 Problems with Product/Service
7/15/2016 Advertising/Sales Issues
7/14/2016 Problems with Product/Service
7/11/2016 Problems with Product/Service
7/1/2016 Advertising/Sales Issues
7/1/2016 Problems with Product/Service
6/21/2016 Problems with Product/Service
6/6/2016 Problems with Product/Service
6/5/2016 Billing/Collection Issues
5/23/2016 Problems with Product/Service
5/15/2016 Advertising/Sales Issues
5/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A trip was booked to Cancun Mexico January 2016 for scheduled departure May 24, 216. March 2016 the trip had to be cancelled due to the pregnant passenger's doctors advice against travelling to a Zika virus area. Cheap Caribbean refunded $912.74 of the $1840.12 total price paid. They then told us that the balance had to be claimed back from **** ******. After contacting the executive offices of **** ****** I was told that the money had to come from Cheap Caribbean. ( I have a letter from **** ****** indicating this). I have been offered a credit voucher to be used in one year but this is not acceptable as travelling within that time period is not possible with the new baby.

Desired Settlement: I would like to have the $918.38 balance refunded to me. I seem to be getting conflicting information from Cheap Caribbean and **** ****** as to who is responsible for this refund. I have also been told that the airfare is non refundable but I would hope with this new Zika virus threat that this policy would be over ruled. The cancellation was done a couple of months in advance per the doctors orders.

Business Response: CheapCaribbean has refunded the clients airfare in full after receiving confirmation directly from **** ******. The following notification email was sent to the clients today:

From: Customer Care
Sent: Wednesday, May 04, 2016 4:44 PM
To: *********************
Subject: CheapCaribbean.com ******** - **** ****** Refund

________________________________________________________________________
**** ***** ****** ***** ***** *** * Doylestown, PA 18901
Phone: ###-###-#### * Fax: ###-###-####

May 4, 2016
Re: Booking #********
Dear Mr. *****,
We would first like to take this opportunity to thank you for your patience while we received a response from **** ******.
Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com and we are very sorry to hear of your disappointment with **** ****** It is unfortunate when situations and circumstances beyond our control occur amongst the various airline carriers that we offer on our website.
CheapCaribbean.com has received confirmation from **** ****** with an offer to refund your airfare under the Zika refund policy. The refund will be processed to your card on file in the amount of $918.38. Please be advised that it can take up to 7-10 business days for the refund to show on your credit card, depending upon your financial institution.
Please note: The former CheapCaribean.com Future Credit Voucher (airline credit) that was issued has since been voided due to the refund offer above.
While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience.
Thank you again for choosing CheapCaribbean.com!
Warm Regards,
Customer Care Department | www.CheapCaribbean.com
Toll Free: ###-###-#### | Fax: ###-###-####
Office Hours: Mon-Fri 9am-8pm EST

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,

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

5/2/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: False Advertisement- they offer the option for "customers" to up-charge, or pay for specific flight dates/times. We paid for such up charges out of necessity and have had our flights changed MULTIPLE times now, to times not accommodating to our needs or even close to equivalent to what we paid for. When calling customer service we are told that we are out the nearly $600 due to circumstances outside of their false-advertising controls. When asked to be refunded the additional up-charge fees we paid (since we are now on the bottom-dollar flights) we were told that we were responsible for the falsely-advertised amounts and that they couldn't help us.

Desired Settlement: We want back on the flights we paid for or we expect a FULL refund for the additional amount we paid for that could have been avoided if we had chosen the bottom-dollar flight. Facts are facts, regardless of who cheapcaribbean gets their info from; if you charge your customers EXTRA for a service, you are expected to make that happen or refund EVERY SINGLE CENT.

Consumer Response: From: ****** ******* <************************>
Date: Tue, Apr 5, 2016 at 4:42 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <**************>


The company has been contacting me, attempting to resolve the issue. However, they are not understanding that the issues are multi-factorial and that I'm done having my flights moved around to times I did not pay for. I am requesting a refund of the up-charges I paid that were falsely advertised on their website as options to choose from for flights. No further direct communications will be acknowledged between myself and Cheapcaribbean.com; all correspondences will need to be directed thru BBB.org and the complaint file (#********). I personally do not have time to spend countless more hours negotiating away my hard-earned cash just for them to keep it. I desire a refund on the up-charges, I do not want my flights changed again since they have already stated they cannot get me back on the original flights I paid extra for.

Thank you for your attention to my issues and your assistance in helping resolve this complaint by documenting this email in the file.


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


Business Response:

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

 

  • The client booked a reservation online on 2/10/16

The client purchased round trip airfare from TUL to CUN, 5 night stay at the Riu Yucatan

The client purchased this vacation for to passengers to travel 6/27/16 thru 7/2/16 at a total cost of $2573.29


A trip cost breakdown is as follows:

 

$1201.72 Hotel

$1076.78 Airfare

$92.00     Transfers

$177.79   Insurance

$25.00    Deposit Fee

$2573.29   Total Package

-2158.94   Payment

                                   $414.35    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:

  • 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

 

Charge Now: 

$USD

Charge on 08/03/2014: 

$USD

  Total Price: 

$USD

                                                                                                                                                                                                                 Total Price:  $USD

Balance

$

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

 

In review:

 

·         On 4/3 AA made a schedule change and our client was notified

·         In the end the total time differences made the changes over 91 minutes making the tickets refundable should that be required.

·         Client was under the impression that he paid to “upgrade” his flight and wanted a refund for the difference.

·         We explained that it not the reality of it, it is just some flights are more expensive for a variety of reasons, not simply the times.

·         He was travelling with his sister on another booking and they were not referenced.

·         We added OSI line so that the airline knows that they are together.

·         He did not like the last flight that was sent over b/c of the arrival home at 11:29pm.

·         He wanted to take no action and just see what happens because

·         We had explained that once we accept a sked change and if there are additional changes that are not over 90 minute the tickets are no longer refundable.

·         On 4/7/16 we advised that he must take action, accept the flights sent over, select new AA flights or accept a refund on tickets and package less insurance. He opted to accept flights with an earlier return at no additional charge due to sked change

 

** Attached is email correspondence between the client and the Senior CheapCaribbean.com agent.

 

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.

4/21/2016 Problems with Product/Service
4/8/2016 Problems with Product/Service
4/2/2016 Billing/Collection Issues
3/28/2016 Problems with Product/Service
3/27/2016 Billing/Collection Issues
3/27/2016 Problems with Product/Service
3/26/2016 Problems with Product/Service
3/26/2016 Problems with Product/Service
3/26/2016 Problems with Product/Service
3/26/2016 Problems with Product/Service
3/20/2016 Problems with Product/Service
3/14/2016 Problems with Product/Service
2/22/2016 Billing/Collection Issues
2/22/2016 Problems with Product/Service
2/2/2016 Problems with Product/Service
12/21/2015 Advertising/Sales Issues
12/11/2015 Problems with Product/Service
12/10/2015 Billing/Collection Issues
12/4/2015 Advertising/Sales Issues
11/11/2015 Billing/Collection Issues
10/26/2015 Problems with Product/Service
10/24/2015 Advertising/Sales Issues
10/12/2015 Problems with Product/Service
10/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a vacation for 2 with them on 1/29/15 to join 8 of our friends that had booked with them two weeks prior for a vacation on 5/9/15. Later, 2 more friends wanted to join and each bring a friend. I noticed on their website that the price would be increasing after 2/14/15. On 2/13/15 I called and clarified that we have 3 of 4 people confirming to go with us and are looking for a 4th. The gentleman that I spoke with said to put a name down for now and it can be changed as long as it is within 24 hours of the trip. We went ahead and used the 3rd person’s girlfriends name assuming she would go with us so that we would be locked in at the price before the price increased. We then decided to take his friend Jason instead of his girlfriend. On 4/11/15, Jason called to change the reservation into his name. On 4/15/15, he was told there would be a $50.00 fee to change the reservation with the hotel. With my consent he agreed to have the $50.00 charged to my credit card. (Considering I was originally told there wouldn’t be any fees to change a name as long as it was within 24 hours of travel, I understandably agreed.) Then, once we got back from the trip in May, I noticed a bill on my credit card for $598.55. I called Cheap Caribbean and was unable to get an answer as to what this charge was for. I gave them the charge ID and everything. The next day they finally called back to tell me it was for the name change. I could understand $50.00 but not an additional $598.55. Considering the price for each person to go isn't much more than that, we would have taken his girlfriend and his friend if we would have known that. I followed up with an email to them to try and resolve this issue and they are refusing to provide me a refund. Please get in contact with them to resolve this issue.

Desired Settlement: I would like a refund for the $598.55 that was charged to my credit card considering I was originally told there wouldn't be any charges to make a name change on the reservation as long as it was within 24 hours of travel.

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on 3/12/15 The client purchased round trip airfare from CAK to MBJ, 6 night stay at the ******* *** ******** Montego Bay The client purchased this vacation for 4 passengers to travel 5/9/15 thru 5/14/15at a total cost of $3377.04 A trip cost breakdown is as follows: $1498.60Hotel ($62.44 per person per night) $1730.44Airfare $148.00 Transfers & Resort fee & Taxes $3377.04 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 • 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 Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions Per our records the client contact us on 6/30 to inquire about the charges and the following responses given: FROM CLIENT: From: ******@cheapcaribbean.com [mailto:******@cheapcaribbean.com] Sent: Tuesday, June 30, 2015 3:10 PM To: CheapCaribbean Reservations; Shawn Yount Subject: Online Reservations Services: Credit Cards and BillingCustomer first name: **** Customer last name: ******* Customer email: **********@*****.com Customer phone: *********** Customer booking no (optional): ******** Message topic: Credit Cards and Billing Message: Good Afternoon, As discussed, please credit my ******** Credit card ending in **** for the unauthorized charge in the amount of $598.55 dated April 15, 2015. For your reference the charge is CC *CHEAPCARIBBEAN.COM ************ PA $ 598.55 *********************. Thank you, **** ******* ***************************************************************************** TO CLIENT: On Tue, Jun 30, 2015 at 4:40 PM, CheapCaribbean Reservations wrote: ****, As discussed previously, this was a charge to change passengers ($50 change fee + cost of new ticket= 548.55) for a total of $598.55. The last we heard on this, you were going to dispute charges directly with Jason as apparently he provided you a different quote. Sincerely, Cheapcaribbean.com Reservations | www.CheapCaribbean.com FROM CLIENT: From: **** ******* [mailto:**********@*****.com] Sent: Friday, July 03, 2015 12:35 PM To: CheapCaribbean Reservations Subject: Re: Online Reservations Services: Credit Cards and Billing After speaking with my attorney, please provide me with the receipt of this transaction as I had only authorized the $50.00 to be charged to my ******** Card. We are very disappointed, I was recommended by the others in our group of 14 to travel through Cheapcaribbean, 8 of which take vacations through Cheapcaribbean 2-3 times a year. We had a very enjoyable vacation but ever since this, we are beginning to wish we wouldn't have traveled through Cheapcaribbean. ************************************************************************************ FINAL EXPLAINT TO CLIENT: From: Customer Care Sent: Friday, July 03, 2015 1:41 PM To: **********@*****.com Subject: RE: CheapCaribbean Booking ******** **. *******, Your reservation has been forwarded to the Post-Travel Customer Care department at CheapCaribbean.com for further assistance. In order us to maintain excellent customer care, CheapCaribbean.com records every agent’s telephone calls with our customers. I have reviewed the telephone call that took place on April 14, 2015 (when you had formally made the passenger change). Please be advised that, after my review, it has been determined that no errors were made with our customer service agent. On April 11, 2015, you had contacted our offices (from the telephone number ************) to inquire on changing passengers on this booking. At that time, you were advised that the resort’s policy was that this could not be permitted, but that we would contact the resort to review this. On April 14, 2015, an outbound call was placed to your same number (************) and by the same agent. The agent advised that we did receive confirmation from the resort that they had provided approval for the passenger change. Our agent advised that there would be a $50.00 CheapCaribbean.com fee for the passenger change but that names on airline tickets could not be changed. Our agent advised that the passenger being cancelled would receive an airline credit less penalty and that new passenger would have to purchase a new ticket in their name. You had advised to our agent that ******* ********** was being removed from the booking and that ***** ***** was being added to the booking. Our agent then placed you on hold and priced out the new ticket. Our agent advised that the new ticket was pricing at $548.55. With the $50.00 CheapCaribbean.com fee, the total to make the change would be $598.55. Our agent asked if you would like to make the change; you replied “yes”. Our agent then asked if you would be paying with the credit card on file; you again replied “yes”. Our agent then asked for you to verify the last four (4) digits of the credit card on file as well as the expiration date. Both pieces of information were verified properly by yourself. Our agent then proceeded to read our verbal terms and conditions for change and payment, which advises: “By making this (change/payment) today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on the website as posted at www.cheapcaribbean.com/terms.jsp. Please note that the entire amount of $598.55 will be charged to your credit card and once charged, it is non-refundable. Do you agree to these terms and conditions?” You had then provided verbal consent to the $598.55 charge being made to your credit card on file, which is a ******** card ending in ****. For your records, we have provided the below receipt for this charge. Warm Regards, Customer Care Department Office: ###-###-#### Fax: ###-###-#### Department Hours: Mon-Fri 9:00am-8:00pm EST Email: CustomerCare@CheapCaribbean.com The client in this case is fully responsible for this charge. All services that the client purchased was a renders in full 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 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.

Business Response:

At this time no further compensation is being offered.   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: Your representative told me the name could be changed at any time as long as it was within 24 hours of travel!!!! I specifically asked him that question and explained I wasn't totally sure who I was taking for the fourth person! I tried being nice about it but this is ridiculous. I would have taken both people if I would have known it was going to be that much! You charged my card for almost the amount of a whole person to go! After the thousands of dollars we spent through you, you're trying to get out of refunding $598.55 that I never authorized to charge in the first place? I demand a refund in the amount of $598.55 either credited to my credit card or through a check in the mail.


Regards,

**** *******








9/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Booked 5 day vacation at ****** Hotel, Punta Canta, DR 7/25-7/29/15 thru Cheap Caribbean.com . Customer service at hotel was horrible: staff was rude, check in process was horrible, room was less than satisfactory, room service called twice never showed up, beds hard as a rock, false advertisements regarding availability of reservations for diner, none of the 3 ATMs on the property worked. Attempted to resolve issues with property staff and were ignored. I contacted Cheap Caribbean as soon as I arrived home on 7/29. Cheap Caribbean did not respond in timely manner. When Cheap Caribbean still had not responded to my complaints after three weeks, I sent another email threatening to contact BB. Mysteriously, I received email two days later saying the hotel ** **** has no record of any my complaints. Cheap Caribbean advised that they are not responsible for the hotel or what thy advertise. Cheap Caribbean advised has agreed to refund me $50 and my travel companion $50. This is the same poor service I received at ****** Hotel: complaints ignored and responsibility shifted.

Desired Settlement: Cheap Caribbean advertises for ** ****, but they want to take no responsibility for their vendors. I want Cheap Caribbean to refund a significant amount of my vacation. $50 is not acceptable for a 1600 vacation that was awful.

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 June 11, 2015 The client purchased round trip airfare from DFW to PUJ for 4 nights stay at ** **** Collection Punta Cana, Round Trip Airport Transfers and Enhanced Insurance Coverage The client purchased this vacation for 2 passengers to travel 7/25/15 to 7/29/15 at a total cost of $1646.13 A trips a costs breakdowns is as follows: $ 447.84 – Hotel ($55.98 per person per night) $1000.64– Airfare $ 48.00– Transfers $149.65 – Insurance $1646.13 Total Package • During the online booking process the client is read the terms and conditions. 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, and 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: 7/30/15 we received a complaint from the client regarding their experience upon their return 7/30/15 CheapCaribbean.com sent the client a response that we would review and send the complaint onto the resort for further review. 8/26/15 The following response from CheapCaribbean and the resort was emailed to the client: From: Customer Care Sent: Wednesday, August 26, 2015 1:26 PM To: '***********@*****.com' Subject: RE: Online Reservations Services: Complain form ******** Re: Booking # ******** Dear *** ****, We would first like to take this opportunity to thank you for your patience while we received a response from ** **** Collection Punta Cana. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. We are very sorry to hear of your disappointment with your recent reservation at ** **** Collection Punta Cana. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our website. We regret any inconveniences that you may have experienced and we thank you for providing us with your valuable comments and feedback. We have contacted the resort to inform them of the concerns you encountered during your stay and have also requested compensation on your behalf. CheapCaribbean.com is pleased to advise that the resort has authorized a one (1) night refund for your reservation. As a result, we will be refunding $111.96 to you, as that is equal to the amount paid for one (1) night of your hotel accommodations. The refund will be split evenly between your card and Ms. Bonds card and please be advised that it can take up to 7-10 business days for the refund to show on your credit card, depending upon your financial institution. Additionally, we would like to provide you with a copy of the report/feedback that we have received from Management at ** **** Collection Punta Cana: On behalf of the Customer Service Department of ** **** Hotels we would like to thank you for sending us the comments from our mutual guests Rowe/ Bond regarding their experience in our Hotel ** **** Collection Punta Cana. The feedback of our customers is very important to us and we firmly believe that the quality of service that we strive for may only be reached by listening to our customer’s suggestions and comments. We truly regret that our mutual customer’s experiences at our establishment were not what they had anticipated and we could not meet their expectations in some aspect. We trust that any inconvenience experienced was produced by a specific situation and our mutual customers will allow us a future opportunity to welcome them again at Hotel ** **** Collection Punta Cana or any other of our ** **** Hotels worldwide. As per the hotels records, our mutual customers reserved a standard room and they were allocated in a Junior Suite room. It is appropriate to mention that according to hotels incident reports, they only found that guests requested a blanket. No more requests afterwards. Please find below hotels comments and considerations into some highlights:1. Delay in delivery of room: As we all know, check in time is at 15:00 and our guest arrived at 12.30hrs. We are very sorry that guests had to wait, but due to high occupancy is not always possible to have the rooms ready before 15 hrs.2.Received no information on safe: Travel agents should notify customers on this issue, also they are informed during check in.3.ATMs nonfunctional: ATMs are not owned by the hotel. They are located there as a convenience for our customers.4.Pool/ Beach Towels: As a hotel rule guests are asked to deliver dirty towels in the afternoon to offer them clean towels the next day. If all guests stayed with the towels the whole day, the hotel cannot supply clean towels the next day. Anyway, we will take their comments into consideration to avoid inconveniences in the future5.Hard mattresses: We understand that this is a very personal opinion, since we have no additional reports for this reason.6.Room service: It is included. It only has a service charge of USD 87.Mini bar: We don’t offer snacks, just beverages8.Restaurants reservations: They are subject to availability We reiterate that the hotel does not have any report of customers in reference to these incidents during their stay. As a gesture of goodwill we authorize a one night refund. Please be assured that we will continue to work directly with the resort management at ** **** Collection Punta Cana to ensure that our clients are provided with the service that they expect and deserve. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience. Thank you again for choosing CheapCaribbean.com! Once again, we reiterate our sincere apologizes that 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 fist with the resort while in destination. It’s easier to show or express what is wrong and what the client wants fixed, 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. No further compensation is being offers at this time. All services are rendered in full. ** Terms and conditions attached

9/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 03/20/2015 I purchased a vacation package through cheapcaribbean.com, to the **** ****** Resort in Puerto Plata, DR for my wife, two daughters and two of their friends. My wife traveled to this same resort the year prior, she loved it; she purchased her trip on *******.com, which came with access to the resort VIP Beach, Presidential Suites pool area, and the VIP Pool. When I purchased my the vacation package this year my wife specifically told me we had to have access to the areas listed above or do not purchase the vacation, because with out the above access the vacation is not worth the money. On 03/20/2015 prior to purchasing the vacation I was assured by my sales rep at cheapcaribbean.com that myself and all of my guest would have access to the above areas. Fast forward three months to our check in, not only were we not allowed in the areas I specifically asked about, we were put in a downgraded room that only cheapcaribbean.com has access to, with a broken AC unit, no door on the shower, ECT, a motel 6 room was nicer than the cheapcaribbean.com rooms at the resort. After multiple hours of calling cheapcaribbean.com and asking the resort employees if there was any possible way to upgrade we were told no: that cheapcaribbean.com contract does not have access to the VIP Beach, Presidential Suites pool area, and the VIP Pool, only the *******.com contract has access to these areas. This trip was planned to celebrate my daughters graduation from nursing school, imagine the heat I took from my wife and daughter thinking they had access after cheapcaribbean.com said they did: not only to find out that we do not, and that cheapcaribbean.com customers never gets access to these areas. Since I could not get a resolution via cheapcaribbean.com or the resort management, I went on line and purchased the same vacation as promised via cheapcaribbean.com, but I used *******.com, once I purchased the *******.com package the six of us received the correct rooms, beautiful rooms with marble floors and shower, a nice television, working AC, kitchen and a dining room and access to the VIP pool, Presidential Suites Pool, and the VIP Beach. Thank God for *******.com. The total package cost was $5147.20 Rooms I believe were around $275 per person, but they do not give a brake down. Transportation was $37.00 per person. The last issue I have with cheapcaribbean.com is that I paid for a private van to take us to and from the airport, nope got stuck on the shuttle with everyone else.

Desired Settlement: To be reimburse for the value of my lodging, $1650 and CC fees of $35.00 to adjust for interest lost. If the above is done I will overlook the transportation mistake.

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 March 20, 2015

The client purchased round trip airfare from JFK to POP for 6 night’s stay at ********** ******** Beach Resort and Round Trip Airport Transfers. 

The client purchased this vacation for 6 passenger to travel at a total cost of $5147.20


A trips a costs breakdowns is as follows:

$945.60 – Hotel ($157.60 per night / $26.26 pp per night)

4033.60 – Airfare

$168.00 – Transfers

$5147.20Total

 

 

  • During the online booking process the client is read the terms and conditions. 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, and 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:

 

4/26 client called and added two passengers to the existing reservation for a total of 6 passengers. At this time the client also requested to change the private transfers to share to accommodate all 6 passengers.

 

After speaking to *** ******** on 6/25 we reached out to the resort to see if they would be willing to offer a refund the client the unused nights.

 

A response was received from the resort and an offer of a 2 night refund given per the reservation contract. 

 

Resorts response:

 

The guests booked 6 nights, form June 14th till June 20th 2015 and checked out after their first night.  As they booked the Summer Deal we will charge the first 4 nights and authorize a 2 night’s refund of the land portion to be deducted from our next payment.

 

Thank you for your cooperation.

 

Best regards

Hotel Manager

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

***** & ********* ******

 

 

A refund was processed to the client’s card on file ending in **** in the amount of $315.20

 

*** Attached are the full Terms and Conditions to which the client agreed to at the time of booking

 

 

Once again, we reiterate our sincere apologizes that 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 fist with the resort while in destination. It’s easier to show or express what is wrong and what the client wants fixed, 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.

 

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

Consumer Response: The reason that I have rejected the two night refund for $315.20 is as follows. 


1. Cheapcarribean.com is not the company that is issuing the refund, which they should, they verbally informed me of my vacation package, with the VIP status, once on the vacation property I was informed that this is not the case.
2. The resort approved a two day refund due to the fact that I checked out and left the property. this is not the case. I purchased another vacation package using *******.com that had all the amenities that cheapcarribean,com promised me but did not deliver. It is not like the hotel lost money on me they actually made more money due to the fact that the ******* package was more expensive. 
3. I am not asking for a refund of my flight, transportation, and rooms, I am just looking for a refund of the six nights due to the fact that the package was falsely sold, and to correct the issue, after multiple attempts over ***** with cheapcarribean.com and local with the resort to resolve the issue I personally had to take issues into my own hands and buy the proper package from a more expensive site.

9/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

Our claim: It is not typical for us to travel outside the US for only three days of vacation; however, for our third anniversary this year we were debating on whether or not to take an extended weekend getaway. Two weeks before our anniversary my mom passed away. With all the stress and depression surrounding us, we decided at the last minute to head to the Caribbean. We figured Mexico wasn’t too bad of a flight, so why not. What could be better with everything we were going through than to have a peaceful, relaxing time at the beach to forget all we were going through at home? This trip was anything but peaceful and relaxing. To start the trip off we got up at 2:45 a.m. to catch a 5:45 a.m. flight. We booked this flight time because it was supposed to have arrived us in Cozumel by 11:00 a.m., this being the first of our three days. When we got to the terminal the flight information said Memphis instead of Houston. As the crowd gathered, several of us questioned why it was posted as a flight to Memphis. One of the Attendants came on the speaker and said that we needed to make a quick stop in Memphis to refuel, but not to worry that the pilot had calculated that into the trip and we are scheduled to arrive on time. No worries, right? As they started boarding the aircraft, the Attendant came back on with a story about the original plane being in for maintenance. She proceeded to tell us that this plane is in fact smaller than the original plane, and is unable to carry enough fuel to get us to Houston; therefore, we will stop in Memphis to refuel. At this point she indicated we would be an hour and 20 minutes behind schedule, but assured everyone that had connecting flights that they had already notified Houston and we would be reconnected. We decided to approach the desk prior to boarding to check on our situation since our layover was only for an hour and a half. The lady informed us that there are no other flights going into Cozumel that day, and if she were us….she would run and try to catch the flight. She told us to board the plane. Upon arrival into Houston 1.5 hours behind our scheduled time, our flight was leaving as we were landing. Per instruction from our Flight Attendant, we started toward the customer service desk. On the way to speak with customer service we decided to call Cheap Caribbean since they were our booking agent. At this point we were considering going back home since the trip was already not going to be very long, and we knew no other flights were heading to the island that day. We were told by the Cheap Caribbean representative to figure out a way to get to Mexico because we will be charged for the vacation regardless. Going home really was not an option. Upon discussion of the options available to us with ******, it was obvious that we were missing the entire first day of our vacation on travel. Upset and discouraged by our lack of options (stay in Houston for the night and catch a morning flight, or be delayed for three hours then fly into Cancun, taxi an hour to Playa Del Carmen to catch a 45 minute Ferry into Cozumel, then to the resort), we decided to call CheapCarribean.com for guidance one more time as again, they booked our travel. After discussions with the Cheap Caribbean representative as well as the ****** Airlines customer service rep, we decided to take the 4:00 flight that afternoon. We were assured that we would be reimbursed for all of our expenses incurred during this inconvenience. Upon arrival in Cancun it was discovered that our checked bag did not make the trip with up. This was very peculiar to us because we were told that our bag would re-route with us. ****** informed us that they use a scanning system, and that the bags follow the passengers. Extremely upset at this point, we went to the baggage claim desk in Cancun to file a report. The gentleman there told us that our bag was last scanned in Houston. He submitted a claim to have our bag flown in on the first flight the next morning since no other flights were coming in that night. He suggested we follow up and gave us a claim number as well as an 800 number to call. He also explained that if we had to purchase any items to get through they would be reimbursed (i.e. toothbrushes toothpaste, comb, sunblock, etc.), just keep our receipts; however, keep in mind your bag should arrive the next day. After an additional almost two hours of travel, we finally arrived in Cozumel. During our discussions with Cheap Caribbean, we discussed our new time of arrival, as well as the ferry drop off location to re-route the transportation service to the resort we had booked through them. After waiting a half an hour and having no means to call anyone to see where our transportation was, we had to pay for a taxi to take us to our resort. After 16 hours of travel time to get from Cleveland, OH to Cozumel, Mexico, we arrived at our resort at 9:00 p.m., 10 hours behind schedule. As soon as we got to the resort and checked in, we called about our bag and ****** told us it was scheduled for the first flight in the morning. Starving after a long day of stress and travel, we had dinner and went to bed thinking the next day would be better. After breakfast the next morning we went to the Concierge Desk to follow up on our luggage. The gentleman there called the number provided by ****** Airlines baggage claim for us. He was told that the bag had arrived in Cozumel and would be included in the next round of deliveries. Estimated time was 2:00 p.m. that afternoon. As the time for our bag to arrive came and went, again the Concierge called ******. At this time he was told they did not know why the bag was not delivered, it was placed on the delivery vehicle. Extremely upset, thinking our bag was now delivered to the incorrect resort, we were at a loss. At this time, the Concierge gave the phone to us and had us speak to the representative. We were told that they would contact the delivery company and see what was going on, but that there was another delivery scheduled for 5:00 p.m. that same evening. Still no bag. We attempted one final call that evening and was told the bag was in Cancun, not Cozumel. First full day of the two full days we had left at this point were spent in the same clothes, no deodorant, no hair product, calling and worrying about our belongings. I’m not sure you can fully understand the extent of our anger at this point; however, the story gets even better. The next morning, again, after breakfast we approach the Concierge desk. This poor man, he knew why we were there. He gave us the phone to make the call. The story this particular morning (our final day at the resort) was that they did not know where the bag was. Its last scan was still showing in Houston. WHAT???? The person on the other end of the line continued to go through the pages of documentation regarding our case, and at one point said, “Looks like the bag has been re-routed to Chicago”. WHAT??? We live in Cleveland and are currently vacationing in Mexico, why would our bag be directed to Chicago? He then changed his story back to it being in Houston. As we are placed on hold for him to call Houston, I’m pretty sure smoke was coming from our ears. We were then informed that our bag was lost. Finally, a little bit of truth. At this point, all he could say is that Houston was looking for it. Think about this….when you go on vacation for your anniversary, you pack all of your favorite, best things. We just wanted our bag back. All we could do was cry. Trip is over, time to go home. We did not even bother calling this morning, as we were just ready to be done, to be home. As we flew out of Cozumel and into Houston, turns out our flight home was delayed by three hours. With that news, we decided to stand in line at ******’s customer service desk and speak to someone about our lost luggage. We were lucky enough to be “helped” by ******’s worst customer service representative ever. Long story short, we were told our bag was found that morning and was on its way to Mexico. To be clear, when we first filed the claim they ask asked us the extent of our stay, and entered the date to no longer send it to Mexico. Our bag should have been sent to our home that morning instead. She put in another claim to have it delivered to our home address ASAP. Once we finally arrived home that evening, we had to call off of work half day the next morning since we had arrived home so late. We did make it to work in the afternoon; however, our makeup, hair product, hair straightener, etc were all in our lost bag. This continued for four days after arriving home. Every single day we spent our evening time after work calling ****** Airlines, as well as Cheap Caribbean for help, but no one helped. Same story every day…last scan was Cozumel, they would place us on hold and try to contact the airport. No one would answer at the airport, so they would tell us they will send an email. Every day, the exact same thing. On the third day of getting nowhere we decided to call Cleveland’s airport directly and speak to baggage claim. The gentleman there informed me that once a bag is in customs, there is no way to track it. Pretty much told me there was nothing he could do for us. The very next evening, we received a call from Cleveland airport. They had our bag!!!! It was delivered to us that night sometime between 11:00 p.m. and 1:00 a.m. The next day we went through our bag to make sure we had all of our belonging, and we didn’t. We had hair product missing, our expensive manicure set was gone, our makeup mirror as well as our body spray. To date we have been refunded the $25.00 it cost us to check that bag, and half of the transportation charge. After all of this, ****** Airlines as well as CheapCaribbean.com have been unwilling to refund us anything. We invested time every single day of our vacation, every single day after arriving home from our vacation, and am still somehow continuing to have to spend our time on this matter. We strongly believe that the expense of this trip is on CheapCaribbean.com and ****** Airlines. At this point we are not asking to be refunded for any of the replacement items we purchased, we simply want this trip that was nothing but a nightmare taken care of. If CheapCaribbean.com still believes they are deserving of payment for this debacle, we suggest they contact ****** Airlines to sort it out as they are the booking agency. From Cheap Caribbean website; Why book with us? We are the beach experts! Our mission is to provide you luxury vacation packages and resort accommodations at unbeatable prices while providing unparalleled customer service. Our sales and customer service centers are open 7 days a week so that we can be here for you, before you go and while you are on your trip. Our tools help you plan your next getaway. If this is truly the mission statement of this company, they failed miserably. It was the worst time of my life after having gone through one of the worst times in my life by losing my mom. I just needing a break; however, I have yet to receive that break. We will never book with this agency again, we just want this to finally be over. Thank you for your help in this matter.

Thank you,

****** and ******

Desired Settlement: We would like a full refund.

Business Response:

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

• The client booked a reservation online on 4/15/15 The client purchased round trip airfare from CLE to CZM, 3 night stay at the Secrets Auro Cozumel The client purchased this vacation for 2 passengers to travel 4/27/15 thru 4/27/15 at a total cost of $2070.88 The client opted not to purchase the Enhanced or Standard Travel Insurance option available at the time of booking A trip cost breakdown is as follows: $914.04 Hotel ($152.34 per person per night) $1066.84 Airfare $90.00 Transfers & Excursions $2070.88 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 • 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 Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions 4/24 received a call that the client encountered a flight delay, advised of their new arrival time. We emailed the resort and ****** an update on their arrival. Clients advised that because of the delay the airlines would be transporting them personally to the ferry for further transfer to the resort. 4/28 we received no further correspondence from the client until after they returned home. Advised that they had issues with their luggage and was without their luggage while in destination. In review of their reservation travel insurance was not purchased. Advised incident such as this the client would have filed a claim out of pocket expenses. The client was advised to remain in contact with the airlines. Clients advised they had been given a claim number. Client also claimed they did not take the one way transfers as booked with us on their arrival. Told them we would contact ****** 5/8 we received a chargeback notice claiming they were unaware of the cancellation policy. For verification of their arrival we reached out to the resort.

Below is the resorts reply:

Enclosed you will find the register card from Mr & Mrs ******** *********. We verify our system if we have any type of complaint or inconvenience during their stay, but we do not have any type of complaint. Our staff was in contact with them and they always said that they had a great time. If you need any additional information, please do not hesitate to contact us as soon as you can,

Best Regards

Manager Secrets Aura Cozumel & Sunscape Sabor

5/11 we contact UA –advised that they had confirmed the baggage were delivered. The client told UA that there was items missing. UA advised the client to fill out the claim form and file a claim with UA. This would take 8 – 10 weeks. UA said forms could be found @ www.******.com/claimform 5/12 we notified clients they would not be charged for one way transfer by ******. Advised a refund was being processed in the amount of $45.00 to their credit card on file SEE ATTACHED FOR SCREEN SHOT OF INSURANCE OPTIONS DURING BOOKING: ENHANCED AND STANDARD In part the terms and conditions: (also see attached for full terms and conditions) LUGGAGE AND PERSONAL PROPERTY When you fly to and from your destination the Conditions of Carriage apply, some of which limit or exclude liability.

The Conditions of Carriage are available by requesting them in writing from the carrier or by request at the airport. Some airlines do not cover damage to soft-sided luggage. The airlines' maximum liability for loss, damage or delay to checked baggage is limited to $3300 per ticketed passenger domestically and $9.07 per pound up to 44 lbs. per ticketed passenger for international travel. These limits will apply unless an excess valuation is declared at the time of check-in. All lost or damaged luggage must be reported to an airline representative at the destination airport by the passenger before you leave the airport. Checked baggage taken from the terminal building at the destination will be considered to have been received in good condition and no claim for loss or damage will be accepted after baggage has been removed from the terminal. The maximum liability of the ground transportation company in resort for lost or damaged property is $400. Loss or damage must be reported immediately. CheapCaribbean does not accept liability for client luggage or personal property.

TRAVEL PROTECTION CheapCaribbean.com offers our clients the opportunity to purchase a travel protection policy with Aon for their reservation. We strongly recommend our clients purchase one of the travel protection policies offered. The Enhanced Policy must be purchased at the time of booking. Cancellation under the "cancel for any reason" benefit in the Enhanced protection plan must take place at least 72 hours prior to departure. Cancellation under the Standard policy must take place prior to departure. Lack of cancellation will result in a claim being denied. Claims will be processed according to the policy that is purchased and the customer is solely responsible for filing this claim. After filing a claim with Aon and pending their approval, passengers will be issued a reimbursement check up to 75% of the nonrefundable trip cost, less the price of travel protection. Any reimbursement issued to the client through an travel protection claim will be issued by Aon in the form of a reimbursement check. Refunds will NOT be issued to a credit card. CheapCaribbean.com will not issue a Future Credit Voucher or refund in the event that a claim can be filed. If a customer chooses not to purchase travel protection, cancellations will be processed in accordance with the CheapCaribbean.com cancellation policy. Policy: the total you paid for airfare and hotel cost less a $50 per adult (age 12 and above) fee, less a $200 per person airline fee, less any hotel cancellation fees (can be up to 100%, based on hotel and dates). The remaining balance after these fees have been deducted will be issued to you as a Future Travel Credit Voucher. The client is fully responsible for this charge. All remaining services that the client purchased was a renders in full 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 they may have encountered with the airlines and the delivery of their luggage. CheapCaribbean in this case is unable to refund for any loss directly to the clients unless the airlines authorize us to do so. Any further concerns regarding their luggage we suggest they remain in contact the airlines. 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:
It is unacceptable that this booking agency is unwilling to help their clients in such a matter.  CheapCaribbiean.com provided a letter from the resort stating that they were in communications with us during our stay where "Mr. and Mrs. ********-********* reported having a great time".  This letter was fabricated in an effort to assure payment.  The fact of the matter is we are 'Mrs. and Mrs. ********-*********', a detail I believe would be remembered if it were in fact true.  Upon checking out of the resort we were asked to complete a survey, that survey will prove that the letter provided is a flat out lie.  No one checked on us.  Matter of fact, the entire front desk help knew were not having a good time every single day when we had to stop by.  It is unacceptable that this company took our money and is unwilling to make it right.  Even going to lengths to ask others to lie for them.  We will not stop until a reasonable resolution is received.

Regards,

****** and ******  ********-*********








8/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife called Cheap Caribbean at ###-###-#### on Friday 8/7/15 and spoke with a Connie (not her full name) and they discussed a trip for September 2015. They had two separate conversations. I called today 8/10/15 and spoke to Madeline at the same number who after a very long phone call and a not being able to find a resolve she began to inform me after countless apologies that Connie was not in and was unavailable for another 8 hours. She then got me over to a manager who would assist in resolving our issue. After several more minutes we were told that my wife only had 1 call logged and this was after Madeline telling me that it was Cheap Caribbean to record all calls. I am very upset because of the lack of professionalism displayed by Cheap Caribbean and the fact that Madeline would say all calls are recorded and then say they are no records of the second call left me angry and frustrated and then on top of that they wanted me to place a hold on a trip that would have been $500 to $700 dollars more. I don't understand this practice, but to do this to buyers has to be stopped and company like Cheap Caribbean has to be reported.

Desired Settlement: I would like the business to correct their action with an apology and their admittance to the information that was given. I would like the business to identify and acknowledge the second phone call which gave the price quote and the information that was requested to buy at that price.

Business Response: Below is our review of the situation:

Friday 8/7/15 called from ###-###-####

Client calls to inquire about a vacation package.

Client inquires about a trip for 2 passenger - client is looking online at flights – discuss *** **** flight option and time $26974 if I was to select first flight option **** ****** that’s 600 less. Pricing out currently at $2123

Towards the end of the call after speaking about several room options, airlines options and dates of travel the client is interested in a room at the resort that isn’t currently showing availability. 

The agent advised she will email the resort for availability

Client then advises the agent she’ll call her husband at work to review flights option and pricing

Client advises she is call the agent back in 5 minutes.

Agent advised there are only 2 seats left on the charter- **** ****** and would need to move quickly (cheaper flight) to secure the flights

The agent advised she is going to put the air on temporary hold and email the resort in the meantime

We have not records of any calls made to us beyond this point until Monday August 11, 2015 from ###-###-####:

On Monday the client husbands calls saying they did not hear back from agent and they are unable to reach the agent they spoke to on Friday

Client says the agent on Friday was waiting on a response from the resort to confirm a swim up room that was not seen as an option on our website

The client advised he now sees the flight cost increased– said his wife left numerous voice messages

Agent advised that Connie in not in today

Client at this point says his wife was waiting for a call her back from the agent

Client said his wife advised she had called the agent twice, the second time giving her after passport information and advised to go ahead and book.   *** in review of all calls there was no second call reported to agents extension or to CheapCaribbean.com  from 8/7 to  8/9.

Agent advises the client she will build a new package for his dates of travel to get an idea on pricing options - there was also an option to price match for better pricing - agent does apologies at this point and advises they will have a call review done at the request of the client 

The agent advises the client she has received the review of the call and recaps the following: His wife called on Friday she said that the site was not given her option for the swim out room for those days of travel she was seeking. Agent said we don’t have it available and would request availability from the resort. Client then said she would call her husband at work and call her back in 5 minutes

The agent then advises that there was no second call made from the same number.

Clients disputed this fact.  No further discuss made and the client ending the call.

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,

***** ******

8/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I am writing to let you know that I was quite disappointed with the vacation Cheap Caribbean booked for me and my friend Deborah. It was just that, "CHEAP"! I forwarded the information below because that is how our trip got started, confusion with getting to the hotel. As you can see below, I requested many days from *** ************, not with just one person atleast 3 and I was led to believe my transportation to the resort would be secured. Deborah gave the credit card and I even checked back the day of departure to make sure we could get to the *** ***** ****** Hotel. There was a gentleman waiting and drove us to the *** Plaza. He charged us 150.00 dollars one way. We had already paid 78.00 dollars. See below. So to start, we paid 2 times. There was total confusion. That cost us our cash on hand to buy souvineers and to take excursions! That really sucked! After going to our rooms, put our bags away very upset we went to get something to eat, It says 24 hour food. We get to the sports bar ask and the bartender points to a refrigerator where there are cold pre prepared hamburgers and sanwiches that needed to be microwaved. Quite disappointing, hungry after a 3 hour drive adn to get microwave burgers. Does CheapCaribbean know they are apart of this type of service? Lastly, the next day room service comes to stock our mini bar, all we can drink. sodas, beer and water. They never returned to restock our bar. Were were told every 2 days. I called the front desk 3 times and they said okay but no one ever came to restock our mini bar! We paid for that all you can eat and drink, we didnt get what we paid for! Not fair business CheapCaribbean. CHEAP! Terrible! Just to let you know too! We arrived at the resort at 1:30 AM on Saturday 7/10/15 and we departed the resort on 7/15/15 at 5:30 AM. We paid for 5 days, we got 3 full days! You guys should be ashamed of yourselves to do that to us! I will be complaining to the better business bureau and writing a review on the website to cHello, I am writing to let you know that I was quite disappointed with the vacation Cheap Caribbean booked for me and my friend Deborah. It was just that, "CHEAP"! I forwarded the information below because that is how our trip got started, confusion with getting to the hotel. As you can see below, I requested many days from *** ************, not with just one person atleast 3 and I was led to believe my transportation to the resort would be secured. Deborah gave the credit card and I even checked back the day of departure to make sure we could get to the *** ***** ****** Hotel. There was a gentleman waiting and drove us to the *** Plaza. He charged us 150.00 dollars one way. We had already paid 78.00 dollars. See below. So to start, we paid 2 times. There was total confusion. That cost us our cash on hand to buy souvineers and to take excursions! That really sucked! After going to our rooms, put our bags away very upset we went to get something to eat, It says 24 hour food. We get to the sports bar ask and the bartender points to a refrigerator where there are cold pre prepared hamburgers and sanwiches that needed to be microwaved. Quite disappointing, hungry after a 3 hour drive adn to get microwave burgers. Does CheapCaribbean know they are apart of this type of service? Lastly, the next day room service comes to stock our mini bar, all we can drink. sodas, beer and water. They never returned to restock our bar. Were were told every 2 days. I called the front desk 3 times and they said okay but no one ever came to restock our mini bar! We paid for that all you can eat and drink, we didnt get what we paid for! Not fair business CheapCaribbean. CHEAP! Terrible! Just to let you know too! We arrived at the resort at 1:30 AM on Saturday 7/10/15 and we departed the resort on 7/15/15 at 5:30 AM. We paid for 5 days, we got 3 full days! You guys should be ashamed of yourselves to do that to us! I will be complaining to the better business bureau and writing a review on the website to cheat us out of our vacation like that. We are hard working individuals and don't get to vacation often. Shame on you! I will not book though you again. We trusted you on 2 other vacation and won't make the mistake again. I am going to escalate this information to whatever Tourism Board, Media, and any organizations that govern this type of ripoff! Goodbye, On behalf of Deborah A Anderson ***** * *******You really ripped us off and we are going to let the world know so no one else is cheated this way, I am disappointed in you planning of our vacation! -----Original Message-----From: ***** *****@***.comTo: customerservices.*** customerservices.***@***.com; ***************** *****************@***.COMSent: Fri, Jul 10, 2015 12:40 pmSubject: Fwd: I need Round Trip Transportation from AirportHello, a friendly reminder. We will be arriving at the airport tonight at updated time 7:55 PM. We will be looking for our transportation to meet us there. Thank you. Best Wishes, ***** * ******* # ********** -----Original Message----- From: ***** *****@***.com To: ***************** *****************@***.COM; ******** ********@*****.com Sent: Thu, Jun 18, 2015 11:31 am Subject: Re: I need Round Trip Transportation from Airport Hello, i am resending. Sent from my ******** 4G LTE Device Hello, i am resending.Sent from my ******** 4G LTE Devicebr-------- Original message --------From: *****@***.combrDate:06/17/2015 11:02 PM (GMT-05:00)To:*****@***.com,*****************@***.COM,********@*****.com Subject: Re: Ineed Round Trip Transportation from Airport Dear Valued Guest:Thank you for choosing the *** Plaza Panam Hotel and Transportation Service.It is a pleasure to assist your request.We do offer private transportation service from ******* International Airport to the *** Plaza Hotel.Price: $39.00 (Thirthy nine US Dollars). For 1 or 2 people. Extra person $10.00 (Ten US Dollars).To complete your reservation we will need yo

Desired Settlement: For people to be aware of how people are beign ripped of and a refund!

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 April 8, 2015 The client purchased round trip airfare from FLL to PTY for 5 nights stay at *** ***** ****** The client purchased this vacation for 2 passengers and 7/10/15 to travel 7/15/15 at a total cost of $2424.07 Client opted not to purchase transfers with CheapCaribbean.com A trips a costs breakdowns is as follows: $880.38 – Hotel ($78.75per night per person) $841.00 – Airfare $177.71 - Insurance $ 25.00 –Deposit $100.00 - CheapCaribean.com Change Fee $400.00 - Airline change fee $2424.09 – Total package with changes • During the online booking process the client is read the terms and conditions. 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, and 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 per our records: 4/21 called to make possible changes to their reservation – no changes made at this time 4/23 the following email was sent to the client: From: ******* ********* Sent: Thursday, April 23, 2015 12:32 PM To: '********@*****.com'Subject: change to reservation requirements. Dear Deborah Anderson, Below is the quote for what you would need to change your reservation to the new dates of travel. Keep in mind it is a quote only an the price could increase the closer get to your travel dates. Any changes made within a week of travel the resort will charge a one night penalty pp. so the sooner you make the changes the better if that is what you decide to do. Your airline change fees will be $200 pp plus increase in price for the change. Your reservation will incur a $50 pp change fee in increase for new dates of travel. Total to change your reservation to arrive 10jul-15jul would be $640.31 due at the time of change 4/25 client call to make changes to her reservation – updated deposit vouchers sent to client – 5 nights/ 6 days 5/9 client made a $300 payments toward her reservation 5/29 client made $200 payment towards her reservation 6/4/ final payment was made in the amount of $187.50 and a full set We have no record of the client contacting us the day before departure 7/9/15 To date we have not received any further correspondence from the client directly regarding any issues while they were in destination. As our vouchers state – page 4: ** OUR CUSTOMER SERVICE DOESN'T STOP HERE! ** 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 ###-###-####. As you can see from the client response they emailed the *** directly in regard to the purchase of transfer not CheapCaribbean. This is not something we would have had control over. We sincere apologizes that 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 fist with the resort while in destination. It’s easier to show or express what is wrong and what the client wants fixed, 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. No further compensation is being offers at this time. All services are rendered in full.

8/11/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My booking number for my recent trip is ********. Upon arrival to ***** ***** Cancun hotel in Mexico, I realized that the hotel was overbooked. It was 5:30pm (after waiting 6 hours with 2 small children) and I still did not have a room assigned to me. I suggested to be transferred to another hotel being that we were all exhausted from the wait. ****** was kind enough to communicate me with Cheap Caribbean where I spoke to Mari on 7/20/15 and asked her for her help to transfer to another hotel. She said that was not a choice since if I chose to transfer I would lose 100% of the hotel portion, so that was a no brainer what I was forced to do. When I finally was able to check in at 6pm, the hotel room was dirty, missing towels and bathtub disgustingly dirty. Had to call housekeeping to clean. Everyday that we requested pool towels, it was an ordeal and argument to get some. I also called maintenance to fix the balcony door that did not lock, and up to my departure, still was not fixed. Let me point out that we were 3 females traveling alone. The mini bar had a bottle of wine and bottles of beer that could not be consumed because they did not have a wine opener not a bottle opener available for the rooms! Every single day, I was pestered with people on the hotel premises pressuring me to attend a vacation ownership presentation... The scariest experience I had at the hotel, was slipping on the wet floor on the hallway on my way back to my room. I called the front desk who tried to transfer me to client services 4 different times, with no answer. I wanted to request a doctor or a first aid kit for my swollen knee (which I took a picture should you require it). As you can see, nothing about the hotel experience was pleasant. As for the 2 excursions that I booked after reading the detailed explanation that Cheap Caribbean gave in their website, they failed to mention that one of the excursions was a 2 1/2 hours trip EACH way, something I would of never booked being that I was traveling with a 9 year old child, so I did not go on that excursion. The other excursion that I did end up going to, there were many hidden fees and taxes per person, which once again were not mentioned on the website. This vacation was very stressful and not enjoyable. The hotel and staff is a BIG disappointment. I do not even feel like I went on a vacation, I left the country to be aggravated and stressed out by the people of ***** ***** Hotel, a hotel that Cheap Caribbean needs to look into before offering it as a choice of hotels in Cancun! It is also a shame to receive no help or support from the customer service agents from Cheap Caribbean when you feel stranded in a foreign place!!!

Desired Settlement: Partial credit due back to me for the hotel portion and excursion of this trip

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on 4/18/15 The client purchased round trip airfare from FLL to CUN, 5 night stay at the ***** ***** Cancun The client purchased this vacation for 3 passengers to travel 7/20/15 thru 7/25/14 at a total cost of $2840.73 A trip cost breakdown is as follows: $1206.86 Hotel ($402.28 per night) $939.87Airfare $744.00 Excursions (2) $ 70.00 Transfer ($- 50.00) - Promo Discount $2912.73 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 • 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 Charge Now: $USD Charge on 4/18/2015: $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions 7/15 client calls with questions about vouchers, excursion and baggage fees 7/20 client call from destination to inquire about changing resorts – informed per the terms agreed to at the time of booking there was 100% penalties to change resorts. No changes made. Our records show no further communication from the client while in destination Per our terms and conditions: CHANGES, CANCELLATION, PRICING, FEES The credit card holder must call CheapCaribbean.com to change or cancel any portion of the reservation. We are not responsible for any changes or modifications that are made to the reservation without our assistance. Changes to, or cancellation of, any portion of the reservation will be assessed a $50 per adult (age 12 and above) fee, plus any hotel fees up to 100% Below is the description of the (2) excursions the client purchased along with hour and duration of trip as posted on our website: **** **** Encounter $149.00 per person Take a break from the beach and take a trip back to the ancient Mayan world for a thrill of a lifetime! Not only will you climb the tallest pyramid in the Northern part of the Yucatan Peninsula, but you'll get to paddle through a lagoon, make a thrilling rappel descent, splash around in the transparency of age-old Cenotes and soar on a zip line above the Mayan Jungle. Who said vacations can't be adventurous? Included: Transportation, multilingual guides, entrance fee to Coba, kayak or canoe, rappel and zip-line gear, lunch and drinks Not Included: Alcoholic drinks, transportation to meeting place and tips Don't Forget to Bring: Comfortable footwear to walk in the jungle, swim wear, extra T-shirt, towel, camera and extra cash for tips, pictures and souvenirs Hours: Daily except Sunday. 8:00 am Depending on your hotel of stay please reconfirm with your ****** representative at your hotel for pick up and time. Duration is 6 hours. Where to Go: Meet in hotel lobby for pick up. Age Restrictions: Children under the age of 6 years old, may participate under the responsibility and direct supervision of a responsible parent or family member. Additional Information: People under the influence of alcohol or drugs will not be allowed to participate in this expedition. It is not recommended for pregnant women. This expedition is not suitable for people with severe physical and motor handicap, or serious heart problems. It is not suggested for over-sized people or people who are not able to handle physical activity. Please confirm reservation 48 hours in advance with the ****** Cancun office or see your ****** representative at your hotel upon arrival. Remember no refund if unused. ****** *** ****** ** ** ** - Cancun/Riviera Maya Phone Number: **** *** *** *** **** Swim with the Dolphins: Swim With Dolphins at **** *******close Swim With Dolphins at Isla mujeres $179.00 per person Get up close and personal with the most fascinating human-friendly sea creatures around - dolphins! Experience the fun and make a splash with your new friends as you swim with these friendly creatures in the ocean. The fun doesn't start there, you'll also learn how dolphins eat, sleep and communicate with one another. For many, this is a once in a life-time experience, so what are you waiting for? Dive right into fun! Included: Round trip ferry to Isla Mujeres, lockers, bilingual trainer, lunch buffet, open bar, interaction with stingrays & sharks (fantasy snorkel) and visit to downtown Isla Mujeres Not Included: Trip to the ferry dock (can be purchased for an additional charge), dock fee and Reef tax ($6 USD aprox), video, pictures and transportation to Aqua Tours meeting place. Photos and DVD available at extra cost Don't Forget to Bring: Swim wear, towel, biodegradable sunscreen, hat and money Hours: Daily, 9am and 11am. 10 Minutes orientation briefing and 60 mins. Interaction with Dolphin in the water, including 10 minutes to swim freely and enjoy the dolphins. Where to Go: Marina Aquatours. Please arrive 30 minutes prior to departure. Age Restrictions: Children must be at least 4 feet tall. Children under 12 years old will need to be with a paying adult during the activity. Additional Information: Pregnant women, people with back problems or seizures will not be allowed to take the tour. Please confirm reservation 48 hours in advance with the ****** Cancun office or see your ****** representative at your hotel upon arrival. Remember no refund if unused. ****** *** ****** ** ** ** - Cancun/Riviera Maya Phone Number: (*** *** *** *** **** The client is fully responsible for this charge. The client purchased this vacation online where the resort and excursions 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”. When the services are completely rendered in full we are limited to offering the client the compensation offered by the resort. 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. Once again, we reiterate our sincere apologizes that 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 first with the resort while in destination. It’s easier to show or express what is wrong and what the client wants fixed, right then and there. If satisfaction is not reached we then suggest of course contacting us for further assistance. 000Once 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: From: ********* <****************@*****.com>
Date: Mon, Aug 10, 2015 at 3:00 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: "info@mybbb.org" <info@mybbb.org>


Thank you for looking into this, my lesson learned is to never use or refer Cheap Caribbean nor refer to any of my friends or family due to their "non accountability policy"!!!!

8/4/2015 Problems with Product/Service
7/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern: I, ******* * **********, recently vacationed in Turks and Caicos at the ********* ******. I'm highly disappointed and dissatisfied with the Property Management (Gloria) attitude and unwillingness to accommodate me. I was not granted the initial request of two beds. I eventually checked out of the resort into another one to accommodate my physical needs . I would like a partial reimbursement. Sincerely, Ms **********

Desired Settlement: I request a partial refund.

Business Response: After review of the case, the following actions were taking by CheapCaribbean.com: • The client booked a reservation online on April 15, 2015 The client purchased round trip airfare from ATL to PLS, 6 night stay at the ********* ****** The client purchased this vacation for 2 passengers to travel 6/4 thru 6/10 at a total cost of $X2810.28 A trip cost breakdown is as follows: $1732.66 Hotel ($X per person per night) $1177.62 Airfare ($100.00) - Promo Discount $2810.28 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.” In review: The client contacted us upon her return and expressed her dissatisfaction to us. We contacted the resort on her behalf. In response the resort offered a resort credit and a room upgrade for the inconvenience while on property. See our response to client below: From: Customer Care Sent: Thursday, June 18, 2015 9:08 AM To: '***********************' Subject: RE: Voucher ********** ________________________________________________________________________**** ***** ****** ***** ***** *** * Doylestown, PA 18901Phone: ###-###-#### * Fax: ###-###-####June 18, 2015 Re: Booking # ******** Dear Ms. **********, We would first like to take this opportunity to thank you for your patience while we received a response from ********* ******. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. We are very sorry to hear of your disappointment with your recent reservation at ********* ******. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our website. We regret any inconveniences that you may have experienced and we thank you for providing us with your valuable comments and feedback. We have contacted the resort to inform them of the concerns you encountered during your stay and have also requested compensation on your behalf. Per the information that has been provided to CheapCaribbean.com by Management at ********* ******, they are confirming that the full length of your stay, which was six (6) nights, was used. By means of the attached file on this email, the resort has confirmed a check-in date of Thursday June 4, 2015 and a check-out date of Wednesday June 10, 2015. Additionally, resort management as confirmed that a $150.00 resort credit was provided to you, due to the issues encountered at the resort regarding the bedding in the room and the upgrade that you had paid for. Please be assured that we will continue to work directly with the resort management at ********* ****** to ensure that our clients are provided with the service that they expect and deserve. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience. Thank you again for choosing CheapCaribbean.com! 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. No further compensation is being offered at this time.

7/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like my paid deposit refunded. Called company numerous times, keep getting the run around. When I initially made my reservation and paid my deposit I was NOT informed it would be so difficult to get a refund.

Desired Settlement: I just want my money back.

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 2/25/15

The client purchased round trip airfare from STL to CUN for 4 night’s stay at ***** **** ****** and Enhanced Insurance

The client purchased this vacation for 8/29/15 and 9/2/15to travel X at a total cost of X 


A trips a costs breakdowns is as follows:

$591.08 Hotel ($XX per night)

$655.70 Airfare

$92.00 Transfers

$133.80 *** Enhanced Insurance

$1497.66 Total Package

    914.58 Deposit

$  583.08 Balance Due

 

During the online booking process the client is read the terms and conditions. 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 at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased ***’s Enhanced “Cancel for Any Reason” insurance as part of this package, which includes hurricane and weather protection. This policy is nonrefundable after 24 hours. Cancellation using the Cancel for Any Reason Plan must take place at least 72 hours prior to departure, and pending approval from ***, you will be issued a reimbursement check equal to 75% of the amount paid, less the price of insurance. Your confirmation documents will include a link for *** Insurance which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. 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. You as 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. Please note that it is also your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information.

 

 

The client reservation was reviewed in full:

 

Client booked and agreed to our non-refundable terms as stated above.  The client purchased the Enhanced Insurance (cancel for any reason).

 

5/27 client called and wanted to cancel and advised the agent they would be filing a claim

 

Later that same day we have remarks in the booking that the client called us again (on 5/27) stating the *** denied her claim and which time we explained that we would need their denial letter in order for us to verify and offer her a CheapCaribbean.com Future Credit.  To date we had not received the denial letter from ***.

 

6/25 we contacted *** to verify the claim was denied and was informed the client was emailed forms on May 29, 2015.  They had not hear back from the client so the also mailed a claim form to her on June 9, 2015 They also advised when inquiring that a claim has not been filed as of today. No claim denied.

 

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.

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 never received an email or a letter. I was never told when I booked the vacation that it would be this difficult to cancel. I understand that I have a cancelation fee, but I don't understand why it's so much when I'm cancelling so far in advance. I just want my money back!!!


Regards,

******* ****








7/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is *********** **** and I am contacting you to state how disappointed I am with Cheap Caribbean.com. I booked in March 2015 an all inclusive vacation with airfare, shuttle service to and from and an all inclusive resort package at ******* **** ******* ******** and ******** ***** totaling over $4,200 with my wife and two daughters for 5 nights and 6 days. The service thus far has been terrible, to make matters worse my vacation hasn't even started yet! Our troubles all started today when I called this afternoon about not being listed on ******.com to print out our boarding passes. After having to hold and then finally speak to a your Customer Service Representative to find out that the process was not completed by Cheap Caribbean. The Customer Service Rep was very nice and helpful which she gave me the ****** (6) digit confirmation number to check in on-line. When returning to ******.com I soon found out that the baggage which was discussed during the initial booking with the Cheap Caribbean employee was not entered as well as we have to pay additional for our sets totaling $320.00. As this was a surprise to my wife and I since we had over an hour long conversation with the Rep when we booked the trip. To make matters worse I called Cheap Caribbean at ###-###-#### and spoke with a representative who then transferred me to what they said was a manager named Monique. Not only did she get on the call laughing but continued throughout the call as I went over my frustration of the extra cost. I pointed out that our vacation had not started yet which her answers were short and unprofessional "you should have been listening and we'll review the call". I asked her if she just spent over $4,200 for an all inclusive vacation with airfare only to find out that the day before the flight it was costing an additional $320, wouldn't you be upset? Her answer "that is not our problem we'll have to review the tape". As Monique was not taking my situation serious nor did she in any way shape or form apologies or show any empathy so I asked to speak to her manager (note: call ended at 4:35 PM). At 5:30 PM, I received a call from a gentleman named Robert claiming to be Monique's manager (he said his number is ###-###-####). There is only one word for Robert and that is arrogant! Not only was he just as rude as Monique, he was worse. As he said that he reviewed the tape and the airfare was never discussed I would have to pay the additional cost. When I asked to hear the tape he refused as he stated it was against their policy. I told him that I did not believe him and that he didn't listen to the tape because if he had proof there should be no reason why he would be unwilling to play the tape. As Monique told me that he was busy when I talked to her how can he review a tape that is over an hour long and call me back within less than an hour (call came in at 5:30 PM)? As I never received an apology from Monique I would have expected something more from her manager. As I told Robert that one of my biggest frustrations was that no one has apologized, no empathy nor offered any type of reimbursement or anything in fact to reconcile this matter. Robert said "I have reimbursed people in the past but I am not reimbursing you and there is no need for an apology". At the end I do admit I lost my temper and said "Bob you are that arrogant that you cannot say I am sorry"? He said "there is no need too". I said "go fuck yourself". This I am sorry for I should not have said that but after two hours being on the phone and dealing with two arrogant employees that do not have any empathy it finally got to me. My family and I are leaving tomorrow to ******* **** and we are very fearful what lays ahead for us. I would appreciate a response to this matter as it has not been handled in a professional manner.

Desired Settlement: $320 Refund Please contact me at (***** ********. Thank you.

Business Response:

 

In review of the reservation:

 

Our client was sent an email on 6/24 relating to their issue at hand.

 

From: CheapCaribbean Reservations

Sent: Friday, June 12, 2015 1:49 PM

To: *****************@*****.com

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

 

Good afternoon!

 

I didn’t want to call while you were at the airport. If you would like, we can set up a good time to speak at your convenience. I do apologize for your experience thus far. We regret your frustration at the surprise in regards to airline fees. Unfortunately the trend is that airlines now have many additional fees that were never imposed until the last few years. As a gesture of good will we would be happy to cover half of your $320 airline baggage/seat pre-assignment fees. You may send a scanned or faxed copy of your receipt upon return and we will refund up to $160 total. My fax number is below. Please reference your booking number. These fees are not included and explained as such in the terms and conditions that are read and agreed upon at time of competing your transaction. I have included them below for your reference. 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.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), 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. Insurance must be purchased today; policies are not available for purchase at a later date. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. It is your responsibility to ensure that you have the proper documents to enter, connect through, or stop at the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as the customer are responsible for any additional airline baggage fees, pre-assigned seating, and incidentals at the resort, and entry or exit fees resulting from purchase. Please note it is your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on prohibited items for more information. Do you agree to these terms and conditions???I do hope your family has a wonderful vacation filled with many fond memories! Please reply and let me know when a good time to call would be. Again, I am sorry for your stress and your experience thus far.

 

Sincerely,

Reservation Services Agent Office

 

The following reply was received from our client. As you can see the client accepted the offer of a refund in the amount of $160 to settle the dispute:

 

From: ***** **** [mailto:*****************@*****.com] Sent: Friday, June 12, 2015 2:02 PM

To: CheapCaribbean Reservations

Subject: Re: ******** **** - ****** Airlines

 

Dear ****,

Thank for your apology and understanding out frustrations. At first opportunity we will forward the bill as requested for a 50% refund of $160. Thank you for doing the right thing.

 

 

On 6/24 a refund in the amount of $160 was posted to our client card on file

 

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 are rendered in full.

7/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Tuesday June 3, 2015 I went to the CheapCaribbean website to purchase a trip to Punta Cana. I was looking for a non-stop flight because of medical reasons. I found a flight that I would be able to do on June 17-20th, 2015, After choosing a hotel I put my credit card information in. I proceeded to the next page to verify the itinerary and a different flight reservation appeared. Then the website starting blinking, it froze and then the page closed. I called the company customer service line and explain what had taken place. I asked did that reservation go through. The agent could not find my name or my email address. He stated that an email would have been sent with a confirmation number if it was made. He also said that since there was no reservation then I should try it again. I said thanks. I was going to back to try and purchase a package from them, but I decided to look at ***** first. I found a non-stop flight and hotel package and purchased it. Later that afternoon I received a voicemail from a agent with Cheap Caribbean saying that he was calling me because he could see that I was having trouble booking a plane reservation with the website and that he wanted to help alleviate me from the problems that the site was having. I had already booked a package so I did not call him back. That was Tuesday June 2nd. Then on Saturday June 6th I look at my credit card account and these people charged me $2943.16. I looked at my email and found no confirmation email from them. I also checked the spam folder, I have No email. I called the customer service and they said that I did book the trip. I said no I did not and I need a confirmation for that trip. Nothing. She said how can we charge you if they didn't have my information. I explain to her what had happened, I know they can see everything that I was doing but when I never confirmed the package that they went ahead and charged my card. She said that she could see that I was having trouble with the plane reservations, but that I went back in later and made another reservation. I told her to listen to the phone conversation where the agent assured me that I had no reservation with them and why would I make reservations with another company if I already have one for the same date and time with them. I don't have $6000.00 to just throw away. I also said that I have a voicemail from their agent offering to help me purchase the trip later on that day. (in which I still have). She then said I could get a credit voucher for a future trip. I do not want to do business with these sneaky people. I said No.and that I want a full credit back to my card. She said that she could not do that. After going back and forth, I asked where is the confirmation number and it's been five days and I have not received anything from them authorizing that purchase. She said that she would research the matter and call me back. I have not heard from them. And I have no information about this trip. But I do have a plane reservation with ***** and I received an email from them right away. These people are rude and sneaky business practices. I will dispute this all the way because I did not authorize this transaction and as of right now I have not received a contract or confirmation for this transaction.

Desired Settlement: I would accept a full credit back to my credit card because I did not authorize this transaction.

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on June 2 , 2015 The client purchased round trip airfare from DFW to PUJ, 4 night stay at the ******* ****** ****** ****** The client purchased this vacation for two passengers to travel 6/17/15 thru 6/21/15 at a total cost of $2943.16 A trip cost breakdown is as follows: $1060.76 Hotel $ 1843.40 Airfare $48.00 Transfers $2943.16 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 • 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 Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions 6/8 Client and his credit card company contacted us regarding a booking issue. After further review it was advised that a full refund would be processed to the client card on file in the amount of 2943.16 and booking ******** cancelled due to a possible site error. Following email was sent to our client confirming the offer: From: CheapCaribbean Reservations Sent: Monday, June 08, 2015 1:22 PM To: '***********@*********.net' Subject: ******** Reservation Refund Importance: High Good afternoon, The email is confirmation that reservation ******** has been fully refunded to the card we have on file for 2943.16. Please allow 7-10 business days for this to post to your account. Please contact us at ************** if you have any further questions. Thank you and have a great day! 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.

7/1/2015 Problems with Product/Service | Complaint Details Unavailable
6/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My fiancee and I were promised several services by the cheapcarribean website that were not honored upon arrival of the resort. Included in my vacation package it lists a free room upgrade with the purchase of our trip. Upon arrival of the resort we were told that's its not available and that the advertisement should be "taken down" . The resort representative explained to us that a room upgrade would be virtually impossible seeing as how all of the rooms on the resort mirror each other. We were also under the impression that there would be activities available for children of all ages as listed on the website. Again, this service was not honored. There were absolutely no accomodations or activities available for children during our stay. The resort lists itself as being family oriented and upon arrival it is easy to see that its geared toward the adult crowd. We were so told in our package from Cheapcarribean.com that there were several jacuzzi's available for use throughout the resort, none of which were heated. I can understand if some of the jacuzzi's were not heated but for all of them to be pool temperature is ridiculous. If the website wants to advertise jacuzzi's they should at the very least list that none of them are heated to avoid any confusion. The service was also an issue through the resort. Throughout my 5 day stay our room was cleaned once after bribing the maintenance staff to do so. After the cleaning, one of the blankets we received appeared to have a foul vomit odor generating from it. On another night after spending time with some new found friends we returned to our room to discover that none of our keycards worked. So we were basically locked out of our room at 3:30am due to faulty batteries in our door's keycard scanner. The service of 80% of the staff was rude and unprofessional and almost impossible to find someone that could understand or speak fluid English so that i could voice my concerns. The list of problems and issues that have occurred during my stay is overwhelming to type. I can honestly say that by far, this was the worst vacation i've been on in my entire life.

Desired Settlement: I would like the free room upgrade portion of the advertisement to be removed because it's unavailable. I would like the Jacuzzi's to be more specific about the fact its Not Heated. I would also like the website to remove the fact that its family oriented with activities for children because that is hardly the case. Lastly i would like a full refund for my stay for my inconveniences, mistreatment and misinformation that i experienced during my stay.

Business Response: After review of the case, the following actions where taken by CheapCaribbean.com: • The client booked a vacation with a CheapCaribbean.com representative on 5/8/15 The client purchased round trip airfare from JFK to SDQ for 5 nights stay at ***** ***** ******** ** ****** The client purchased this vacation for 3 passengers at a total cost of 2027.18 A trips a costs breakdowns is as follows: $522.38 – Hotel ($104.47 per night) $1504.80 – Airfare $2027.18 Total Package • During the online booking process the client is read the terms and conditions. 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, and 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: 5/21 client contacted us from destination with some concerns about the amenities offered and the kid club facility. The CheapCaribbean.com agent contact the resort immediately and spoke to the resorts manager. He stated he would speak to the client to make their stay better. The client was advised of this as well. 6/3 the client contacted us upon their return and voiced her dissatisfaction about her overall experience. She was advised to submit her feedback to us and we would send her complaint issues to the resort for a full review and any offers of compensation. 6/3 the client complaint was received and sent to the resort 6/4 the resort reviewed her statement and sent their response which was forwarded on the client: From: Customer Care Sent: Thursday, June 04, 2015 12:16 PM To: '******** ******' Subject: RE: Booking ID# ******** Re: Booking # ******** Dear Ms. Wilson, We would first like to take this opportunity to thank you for your patience while we received a response from ***** ***** ******** ** ******. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. We are very sorry to hear of your disappointment with your recent reservation at ***** ***** ******** ** ******. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our website. We regret any inconveniences that you may have experienced and we thank you for providing us with your valuable comments and feedback. We have contacted the resort to inform them of the concerns you encountered during your stay and have also requested compensation on your behalf. CheapCaribbean.com would like to provide to you a copy of the response that we received directly from Management at ***** ***** ******** ** ******: We would like to acknowledge that we have received your e-mail concerning our mutual guest recent stay at our property, the ***** ***** ******** ****** here in La Romana. We also would like to thank them for taking the time out to communicate the impressions of their vacation with us. It is through communications of this nature that our customers give us an opportunity to assess and evaluate our performance, as well as to ensure we maintain and deliver the level of service expected from our hotel. It is indeed with great regret that we have leant that their experience with some of our facilities in our resort did not reach their expectations. Please rest assured that all their comments are being taking serious and will be forwarded to the relevant departments heads in order to avoid the reoccurrence of such a situation and corrective measure will be taken; as a service-oriented company, our objective is not only to fulfil, but also surpass our guests expectations to avoid this kind of situations in the future. However please, allow us to explain a few points that we consider important. We would like to inform that all our rooms e here in ***** ***** ******** ** ****** are junior suites, some of them with king size bed, some others with 2 doubles beds , requests always under availability. Concerning the situation with the temperature of our jacuzzis placed in the main swimming pool outdoor, as an act of good will and because of our good relationships with Cheap Caribbean they were offered 1 hour in the hot tub of our Spa completely free of charge under the signature of a disclaimer. Please see document attached. We would like to inform that ***** ******** ****** * ******* has a unique and very tight control system of detection and identification of possible health issues. This is formed by information that we gather through stores (selling medication), doctors office (reporting visits), reps (reporting clients with problems), Guest Service (clients reporting problems) and Housekeeping (reporting anything that could indicate a client is ill while cleaning the rooms). All this information is gathered every day in every hotel in the chain by the Health & Safety department. This way we can identify problems the moment that we see some elevated numbers in these reports. We work with established hygiene and sanitation standards, which are monitored continuously. It is imperative to remark that, Tour Operators demand strict rules of hygiene and security; We follow a strict program of cleaning, and constant monitoring of all standards of quality in our hotel, controlled by the H A C C P Manager that usually makes inspections with the control risk system of Hazard Analysis Critical Control Points, one of the most effective systems, which helps to evaluate all levels of quality in our products, such as, beverages & food, swimming pools, Jacuzzis, among others. An audit is conducted monthly by the firm Crystal America with very high standards that we follow with excellent results. We can assure them that we follow a very strict control regarding any single case regarding stomach issues at our property and after checking very carefully all our medical records at our Nurse Station ,we can state that no records have been found or they did not inform to our medical service (available 24/7) during their stay. Sincerely we regret the fact that they left unhappy. We are in the business to bring an enjoyable, unforgettable experience to all of our guests. We accomplish this most of the time. The few times that we do encounter an unhappy guest we address the issue immediately and turn the challenge into an opportunity. On behalf of our General Manager and all Team Members, we apologize for the situations they experienced during their stay and we would like to thank them for vacationing with us at the ***** ***** ******** ** ****** Resort and we hope that this experience does not tarnish their perception of our Bahia Principe Hotels and Resorts and they will consider giving us the opportunity to once again host them in the near future. Additionally, Management at ***** ***** ******** ** ****** has provided to CheapCaribbean.com a copy of the signed release/non-disclosure form that you had signed during your stay. Due to the nature and content of this document, CheapCaribbean.com will need to consider this matter closed and is unable to provide any further assistance in this matter. Please be assured that we will continue to work directly with the resort management at ***** ***** ******** ** ****** to ensure that our clients are provided with the service that they expect and deserve. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience. Thank you again for choosing CheapCaribbean.com! Please see attached documentation: 1. Client Travel Vouchers - Page 6 with conditions on room upgrade offer 2. Clients Signed Disclaimer - Signed by passenger #2 on the reservation 3. Terms and Conditions – agreed to at the time of booking All information and details on site are provided to us by the resorts/vendor and airlines. Once again, we reiterate our sincere apologizes that the resort did not meet the clients’ expectations. It’s difficult to resolve some issues once the client has returned from there vacation and the services have been rendered. Again, the best way to resolve these types of issues is to address them fist with the resort while in destination. It’s easier to show or express what is wrong and what the client wants fixed, right then and there. If satisfaction is still 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. No further compensation is being offers at this time. All services are see as rendered in full.

6/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We booked our honeymoon through the website online. I called right after as I was unsure of booking and was nervous I did not do something right( I have never booked a trip before). Was never advised of insurance offered in case of cancellation. Needless to say, we had to cancel two weeks before the trip due to unforseen circumstances, we want to go trust me if we could we would. We called to see what they could do, NOTHING is the answer. They basically told us we were out of $2000, instead of simply charging whatever fees we would incur for cancelling which would have been fine, they told us the only thing they can do is charge us all those fees, $200 alone for each flight and $100 for the trip and issue us a credit, which unfortunately we will not be able to use as we explained we cannot make a trip at this time, the credit is only good until a year from the date we booked. We explained we cannot go on a trip by that time, we offered to pay the fee's they charge and to get the rest as a refund, they declined. Stupid me, I went for the cheap service I should have paid more and been protected. I plan on traveling when things get better and I will absolutely never use this site and I have told my friends and family as well. I have family that travels more than a few times a year and I guess I should have asked them because they advised as well they had bad experiences anytime they tried to use this site. I understand we have to pay fees for cancelling but to just take the full purchase price and not refund anything is completely wrong, if we could go we would go but we are 100% unable to go at this time. Another issue is that the flight cannot even be used with United it has to only be used on there website, they can't even refund us a portion or anything. We are not asking for the full refund, but a credit to use for a future trip does us no good as we cannot go out of the country by March of next year which is how long the credit is good for, they are still making money off of us by charging us fees to cancel which is fine but they refuse to refund us anything, only give us credits for there company, which we cannot use once again, we called almost 15 days prior to our trip it wasn't like we called the day before or anything. If you want to grow your company, think of the customer first I am only one person and I know my review will probably never even be read by this company and I hardly ever complain but for a young couple just starting there lives and having to basically eat $2000, it is a very hard thing. I honestly hope I help atleast one person in avoiding losing so much money

Desired Settlement: We understand we cancelled our trip and we are not asking for a complete refund but to pay this company over $1800 dollars and to not get a penny back is just wrong. We will pay the cancellation fee's if we can get a portion of our money refunded. A credit is no use to us, we cannot leave the country by the time the credit is good until and it is no use to us. Quite frankly, I would not want to book another trip with this company anyway after the way I was spoken to on the phone when I called them. It was 2 weeks before my wedding and they ruined my entire day, the lady was so rude and nasty with me my husband had to take the phone and speak with them.

Business Response: The client claim that services were cancelled on March 4, 2015 is not accurate. Cancellation was requested, but this did not occur until March 31, 2015. Also, the merchant did not refuse the return of the purchase. The client purchased services with the merchant and was required to ‘Click and Agree’ to the nonrefundable terms and conditions in accordance with **** Regulations during the online purchase process. The reservation was cancelled in accordance with the terms, cancellation fees were assessed and a store credit was issued for the balance remaining. The purchase was explicitly nonrefundable, therefore no refund is due for the cancelation of the purchase. The client purchased a vacation online on March 3, 2015. The client purchased round trip airfare from Newark, NJ to Montego Bay Jamaica, a four night stay at the ***** ***** ******** Jamaica Resort, and Round Trip Airport Transfers. The client purchased this vacation for herself and Brian Rossell to travel April 13 thru April 17, 2015 at a total cost of $1,893.30. The cost of each service purchased is as follows: $890.08 – Hotel ($395.04 per person w/promo) $1,019.22 – Airfare ($509.61 per person) $84.00 – Airport Transfers ($100.00) - Hotel Promo Discount $1,893.30 - Total During the online booking process the client was strongly urged to purchase insurance coverage for the reservation. The CH was required to choose the Enhanced Cancel for Any Reason policy, the Standard policy, or No insurance coverage. The client chose not to purchase insurance coverage for this reservation. When clients choose no insurance coverage they are then required to click and accept liability in making this decision. Specifically, “I understand by opting out of insurance coverage that I am 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.” We are providing a screenshot of this online purchase step. On the checkout page the client was required to provide the information for the passengers traveling on the reservation. The website states “All traveler information must exactly match the passport you will use for travel.” On the checkout page during the online purchase process the client was also required to "Click and Agree" to our nonrefundable Terms and Conditions in accordance with **** Regulations. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. Our Terms are extremely specific and cover most, if not all, scenarios surrounding a client’s purchase. The Terms and Conditions that the client agreed to during the online purchase process specifically stated: • This vacation is nonrefundable and nontransferable • Changes or cancellations will be charged a $50 per-person fee, a $200 per ticket, per 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 • Insurance claims will be processed by Aon Affinity Berkely Travel* (Aon) according to the plan purchased http://www.cheapcaribbean.com/travelProtection.jsp 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, a reimbursement check equal to 75% of the nonrefundable trip cost, less the price of insurance will be issued by Aon. CheapCaribbean.com, Inc. will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed. • FAA "Hazardous Materials Restrictions" - Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your person. A violation can result in five years' imprisonment and penalties of $250,000 or more (49 U.S.C. 5124). Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives and radioactive materials. Examples: Paints, lighter fluid, fireworks, tear gases, oxygen bottles, and radio-pharmaceuticals. There are special exceptions for small quantities (up to 70 ounces total) of medicinal and toilet articles carried in your luggage and certain smoking materials carried on your person. For further information contact your airline representative. Please ensure your passengers are fully aware of and understand these restrictions as a violation will result in imprisonment and financial penalties. After the reservation was finalized the client was issued a Travel Voucher Receipt for the purchase. This document contained all of the information that the clients needed to travel on the reservation as well information about documentation needed to travel as well as an abridged version of the terms. The client contacted us on March 4, 2015 to advise that the clients would be celebrating their honeymoon during this trip. We told the client that we could send the resort an email notifying them of this special occasion. We emailed the resort and they responded on March 5th that the notation had been made on the clients reservation. There was no request for cancellation by the client on March 4, 2015 as the dispute information states. The client contacted us on March 31, 2015 to advise that her future husband was not allowed to leave the United States, so she wanted information about canceling the reservation. The client was advised that if they were interested in canceling the purchase there would b e a $50 per person cancellation fee, a $200 per person airline cancellation fee, and any hotel cancellation fees. The remaining would be issued to the client as a store credit that could be applied towards a future purchase. All of this was outlined for the client prior to purchase in the ‘Click to Agree’ nonrefundable terms and conditions. The client was upset and the passenger got on the phone. He demanded to speak with a Supervisor so they could receive a full refund. The agent advised the clients that they would not be receiving a full refund as the purchase was explicitly nonrefundable, but we could certainly connect the clients to a Supervisor. The clients spoke with the Supervisor and again requested cancellation and a full refund. The clients advised that due to the extenuating circumstances surrounding the cancellation, they should be eligible to receive a refund. We advised the clients that the client was given an opportunity to purchase insurance coverage and was strongly encouraged to do so. The insurance coverage allows clients to cancel for unexpected reasons and file a claim with the insurance company. Since the client chose not to purchase this coverage this benefit could not be offered to the clients. We could still process the cancellation, but this would be done in accordance with the nonrefundable terms and conditions that the client agreed to during the online purchase process. The Supervisor explained that if the cancellation was processed, there would be a $50 per person cancellation fee, a $200 per person airline cancellation fee, and the remaining would be issued as a store credit with CheapCaribbean.com in the amount of $774.08 and a credit with United Airline in each of the passenger’s names totaling $309.61 per passenger. The CheapCaribbean.com store credit could be transferred to another party with the clients permission but the flight credits remained in the passenger’s names. Travel on these credits would need to be reserved and completed one year from the purchase date, or by March 3, 2016. The client confirmed the cancellation and requested that we provide them with the details sent to them via US Mail. The cancellation was processed, the client was issued a CheapCaribbean.com store credit in the amount of $774.08 and a United Airline credit in the amount of $309.61 per person; travel must be completed by March 3, 2016. This, as well as the requested letter from the Supervisor (dated March 31, 2015) was mailed to the billing address on file. Later that day the client’s sister contacted us to advise that the client was never given the opportunity to purchase insurance coverage for this reservation. We informed the clients sister that the reservation was purchased online and all clients are required to click and choose insurance coverage. We could not disclose any other information to this person unless we had permission from the clients to discuss the purchase. Nevertheless, our system captures screenshots of all client interaction on our website. We are providing screenshots disproving that the clients was not given an opportunity to purchase insurance coverage. In fact, this screenshot shows that the clients chose no insurance coverage and then clicked and accepted liability when choosing not to buy this coverage. There was no further contact with the clients after March 31, 2015 - when cancellation was actually requested. Note that even if the clients cancelled the reservation on March 4, 2015, as the dispute is claiming, the same cancellation fees would have been assessed and the same store credits would have been issued. The purchase was explicitly nonrefundable from the moment that the clients Clicked and Accepted’ the terms and the CH pushed the “Book This Trip Now” button on the checkout page. The client is fully responsible for this charge. The client purchased a vacation online and was required to ‘Click and Agree’ to our nonrefundable Terms and Conditions at the time of booking. The terms specifically stated that the purchase was nonrefundable, cancellation fees would be assessed, a store credit would be issued for the balance remaining, and no refunds would be issued for cancellations. It is solely up to the client to research the purchase prior to finalizing to ensure that the purchase will fit their needs. The client requested cancellation on March 31, 2015 and this was processed in accordance with the terms of the agreement that the client entered into. Cancellation fees were assessed and the client was issued a store credit for the balance remaining. The client was given an opportunity to purchase insurance for this reservation but chose not to buy this coverage therefore this benefit cannot be offered. No refund is due as the purchase was nonrefundable and no refunds would be issued for cancellations. Again, even if the client did request cancellation on March 4th, which she did not, the same cancellation fees would have been assessed. No refund is due for this improper dispute. Please see the attached documents including the trip summary, the Terms and Conditions that were agreed to by the client at the time of purchase, the trip cost breakdown, and the Travel Voucher Receipt that was issued to the client at the time of purchase. No further refund or credit is being offered at this time.

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 just like the company to please send me information on how to claim my credit.

Regards,

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

6/5/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Cheap Caribbean sold me a resort that was 4.5 stars when the resort was actually a 1 star at best. I've tried to work with Melanie regarding this issue to no avail. I've even provide pictures showing the conditions at the resort. I have pictures and well documented emails involving this dispute.

Desired Settlement: Refund of package purchase price. False advertising.

Business Response: After our review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on October 11, 2014 The client purchased round trip airfare from EWR to STT, 5 night stay at the ****** ***** *** St. Thomas The client purchased this vacation for 3 passengers to travel 1/19/2015 to 1/25/15 a total cost of $6679.63 A trip cost breakdown is as follows: $5003.69 Hotel) $1173.60Airfare $ 577.34 Insurance $ 25.00 Deposit Fee ($-100.00) Promo Discount $6679.63 Total Package During the online booking process clients are required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. Our Terms specifically state: • 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 • Insurance claims will be processed by *** ******** ******* ******* (***) according to the plan purchased http://www.cheapcaribbean.com/travelProtection.jsp Cancellation on the Cancel for any Reason Plan must take place at least 72 hours prior to departure. After filing a claim with *** and pending their approval, a reimbursement check equal to 75% of the nonrefundable trip cost, less the price of insurance will be issued by ***. CheapCaribbean.com, Inc. will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed. After the reservation was finalized the customer was issued a Travel Voucher Receipt for the purchase. This document contained all of the information that the clients needed to travel on the reservation as well as an abridged version of the terms of use from our website. This stated the following (attached are the terms and conditions and client travel voucher, see page 4) 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 website for any purpose, and the inclusion or offering for sale of any products or services on this website does not constitute and 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, services, including all implied warranties and conditions or merchantability, fitness for a particular purpose, title, and no 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 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 on any delay, cancellation, overbooking, strike, force major or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of government or authority. The agreement that the client entered into with the merchant stated that ‘services would be provided “as is” without warranty of any kind’, that the purchase was nonrefundable, that the hotel ratings were not guaranteed, and that the merchant was not liable for breaches or negligence of any supplier. All passengers traveled on the reservation in full and all services that were purchased were provided in accordance with the terms and conditions of the purchase. Therefore the client is fully responsible for the costs associated with this purchase. 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: [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: Cheap Caribbean was notified within 30 days of travel.  Attached are correspondence with Cheap Caribbean and pictures of the conditions at the resort.  Additionally Cheap Caribbean continues to misrepresent this resort on their site which I will sending to the appropriate governmental agencies.  Please see pdf's attached.


I will be out of the country returning on 4/9/2015, please note this when you receive a response from CC as I will not have email access.


Regards,

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








Business Response: At the time of booking with CheapCaribbean.com all details provided on our website were given to us by the resort. The same information was also available on the resorts website allowing clients to book directly with the resort. The client contacted us in November and December (prior to travel in January) with concerns of construction and inconveniences she might encountered during her stay. After much discussion the agent advised the client she could change resorts if she wished or she could cancel her reservation and file a claim with the insurance company. Clients chose to travel. We have made several attempt to rectify our client’s dispute over the last few months. Most recently we offered the client a loyalty gift of $1000.00. Our clients originally declined the offer and requested a full refund of the resort portion. We again reviewed the client’s case. At this time our position remains the same. The client has been informed of our final position and will be contacting us at a later date if willing to accept the offer.

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 did contact CC regarding my concerns about this property due to the posts on Trip Advisor. On both calls I was assured that there was not an issue with Property.  During my second call I inquired about transferring me to a different resort on the Island and was advised they were all full.  Cheap Caribbean at no point told me that I would need to go through Insurance to CANCEL.  Even if I did cancel, I would only receive a 75% refund.  This was a Christmas and 25th Birthday gift to my daughter.

 Please refer to the below documentation on Cheap Caribbean's site:  They are continuing to PROVIDE FALSE AND MISLEADING INFORMATION ON THIS RESORT Please see attached word document. The review is 1 day after we returned home and we did not write it.

Cheap Caribbean in the attached document states that this is THEIR RATING!

 

Please let me know if you cannot view the attached documentation.


Regards,

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








5/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March 8, 2015 we booked a hotel room using www.CheapCaribbean.com. After paying $3096.27 we received a package from the CheapCaribbean.com confirming our reservation. Eleven days later, unexpectedly, we received a cancellation notice from the CheapCarribean. Given that we had our non-refundable plain tickets already booked and paid via independent carrier, this news put us into an extremely stressful situation. All conversations with the customer service representatives did not help. To minimize financial damage we had to buy the same room in the same hotel paying much higher price of $4,394.85, full $1,298.58 more.

Desired Settlement: Given that the cancellation has not been provoked by us in any way, and that the cancellation notice came way too late to change family plans we believe that we are entitled for an apology and $1,298.58 refund. In addition it would be appropriate to warn other potential customers dealing with this company.

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on March 8, 2015 The client purchased land only, 6 night stay at the ***** *** ****** All Inclusive Beach Resort & Spa The client purchased this vacation for 3 passengers including herself to travel 4/5/2015 thru 4/11/2015 at a total cost of $3096.27 A trip cost breakdown is as follows: $2943.27 Hotel $ 153.00 Transfers & Excursions $3096.27 • 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 • 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 Charge Now: $USD Charge on XX-XX-XX : $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions In review: The client booked with us on March 8, 2015. The resort in which the client booked contacted us on March 19 with their apologies to advise they had overbooked and could not accept the reservation. We notified the client immediately of this issue. To further assist the client we checked for alternate resort on our site for available. Unfortunately we had no other resort in Cabo with availability. We apologized to the client and refund the client in full on March 19, 2015. Per our Terms and Conditions that where agreed to by the client at the time of booking (see attached): In the event that the supplier overbooks their property or for any reason beyond our control, we reserve the right to either provide alternative accommodations of a similar standard or cancel the reservation in full, our option. In the event of a change, we will substitute comparable services, but in the event of complete cancellation by us or a supplier, our only liability will be to return all monies paid 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. 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:
I kept my part of the agreement. I paid in full on time, called them up and confirmed a reservation. Cancelling my reservation 11 days later and hiding behind the fine print is not a right way of doing business. As I mentioned in my complain I have purchased the same room in the same hotel for a higher price. Obviously CheapCarribean.com could have done that for us to keep their side of the agreement.

BBB, please post my complain on the web to make sure that all potential customers of CheapCarribean.com fully aware that reservation made by CheapCarribean.com has no binding value at all and can be cancelled at any time ruining family vacation plans.

Regards,

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

Business Response: In review of the situation as explained in our previous response we did attempt to find alternative accommodation in Cabo for our client at that time. Unfortunately there was no availability for their dates of travel at any of the resorts we have listed on our site. In this case a full refund was processed to the clients credit card on file. Again, 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: it is formal, unsatisfactory response.

Regards,

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

5/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a vacation on 4/21 with an agent. It was late at night. The travel is for 2 guests and one person with air travel. I was told by the agent I would receive an email or see my booking in my profile within an hour. The next morning there wasn't any reservations in my account. Next, I contacted the call center and one agent couldn't find my booking so I was transferred to another who took more than 20 minutes to locate the "manual" reservation. We discussed the details of the reservation and they were incorrect. The booking was made for another property a sister location instead of the intended property - ******* ***** ***** in **** (St. Maarten). I called the corporate office and the two individuals I spoke two said they were new and had trouble getting me in touch with who I needed to speak too. I spoke to the CEO's assistant and she said she had only been on the job for 3-4 months and doesn't know who to send this call to. This has been more than a frustrating experience. I spent one hour in half and missed time from work. All the back end and administrative issues is a Cheap Caribbean issue not my issue as a customer. There should be some type of notification system alert the agent a booking for a customer is being manually entered. It's unacceptable for me to have spent my morning trying to get my itinerary. Finally got my itinerary and it's at the wrong hotel and it's $100 more than what we discussed.

Desired Settlement: Booking to be adjusted to the correct hotel. Adjustment made for billing discrepancy. Any compensation for my troubles. Very unhappy about this. It has been the worse experience ever in booking a vacation.

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 4/21/15 • The client purchased round trip airfare from SJU to SXM for a 4 night stay at ******* ***** Point • The client purchased this vacation for a total cost of 1423.05 A trips a costs breakdowns is as follows: $1383.04 Hotel $190.01 Airfare (one passenger) $50.00 Promo $1423.05 Total • During the online booking process the client is read the terms and conditions. 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.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), 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. Insurance must be purchased today; policies are not available for purchase at a later date. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. It is your responsibility to ensure that you have the proper documents to enter, connect through, or stop at the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as 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. Please note it is your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. In review of the reservation: 4/21 Client called and booked her reservation with an agent. Call was reviewed: It was determined in the call that the client and agent were not on the same page as they spoke about several different properties and pricing. The agent did however recap all the details about the booking prior to charging. The agent did recap with the client on the phone: ******* **** Beach Resort,recapped the names of each of the passengers and the amount to be charged. 4/22 the client did in fact call to advise that she was booked at the wrong resort. After listening to the call we determined the issue and offered to change the resort the ******* ***** ***** in a Junior Suite. As a gesture of customer service we changed the reservation at a discounted rate and charged her card on file with her permission. 4/24 the client contacted us again to discuss her dissatisfaction. Again as a loyalty gesture towards our client we offered her $100 in a Future Credit toward an excursion. Client accepted the offer. Client called in later this day and asked to have her documents resent and wanted to know what the last notes in her booking read. The agent advised the booking had noted a $100 credit towards an added excursion. Client told the agent she will be calling back to book at a later date. This was clearly a communication issue between the agent and the client. We again are sorry for the confusion this may have caused. 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 are rendered in full.

4/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a trip to Costa Rica for March 12-15. I attempted to go on trip but was unable to land in Costa Rica due to volcanic activity in the area; airport was closed. We were flown back to Panama where we originally had our layover. The airline provided hotel stay for the evening with the understanding we would leave March 13th. On March 13th we were unable to leave and the flight was canceled 2 times. I then requested to return to Chicago because my trip was so short......getting to CR on Saturday would serve no purpose. I did purchase travel insurance and they are only giving me $188 for the trouble. This is ridiculous for a trip that was $700. They are considering my trip interruption as a partial trip because I actually boarded the flight. This makes no sense t me because I never reached my expected destination. Cheap Caribbean insurance plan is completely fradulent in the advertisement of this service.

Desired Settlement: I would like a refund or future credit for a trip in the future.

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 November 8, 2014

The client purchased round trip airfare from Chicago O'Hare to San Jose - Costa Rica for a 3 nights stay at Barcelo San Jose Palacio and *** ********** **** - Enhanced Coverage.

The client purchased this vacation for ****** ****** and ****** ******** Jr. to travel March 12, 2015 at a total cost of $ 1554.41


A trips a costs breakdowns is as follows:

$377.86 – Hotel ($125.96 per night)

$1018.86 – Airfare

$132.69 – Insurance

$25.00 – Deposit Fee

$X1554.41 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 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, and 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:

Once again, we reiterate are sincere apologizes that the clients were unable to reach their desired destination.

  • The clients contacted CheapCaribbean.com on March 13, 2015 and advised our agent that she was on a plane but wanted to wait to see what happened and did not want to cancel at that time.
  • The agent provided their direct extension so that ****** could contact them directly.
  • CheapCaribbean.com received no further communication from the client until March 24, 2015 when the client called us to dispute her reimbursement from *** Insurance.
  • Because, as per our terms and conditions, we are a nonrefundable company we provide our clients with the opportunity to purchase insurance from a third party insurer.
  • Our Customer Care department assisted her and advised her that we were able to confirm that she was reimbursed $188.93 per person for their unused hotel stay, unfortunately since the clients took the flights they are not reimbursing for the flight portion. If she has a dispute it is with *** Insurance because they are the insurer providing the coverage.


CheapCaribbean.com has pursued this as far as we can with a third party in order to best assist our client. Unfortunately we cannot decide what is or is not covered under said policy being that we are not the insurer. The clients can continue to pursue this with *** Insurance. *CheapCaribbean.com Terms and Conditions attached.

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 are 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: I contacted Cheap Caribbean several times throughout my stay in Panama. The only time I was able to get through was the one time on March 13th when I spoke with a rep. During other attempts to call I was placed on hold only to be disconnected each time. The calls were 20 cent per minute but still I continued to call.  I was actually sitting on the plane waiting to fly to Costa Rica while speaking with her. That plane was delayed and we got off the plane for yet a second time. During our conversation she explained she could not help me anyway because any plans to continue with the trip or return home would have to be done with **** Airlines. When I returned home on March 14th I called again several times and was also disconnected. The reps said they could not assist me and that I had to speak with the trip interruption dept. That line rang, went to voicemail, and also disconnected. I also left several emails due to this issue. On the couple of times I did get through I left a msg. When I did speak with a rep; Cory he informed me that I had to speak with insurance provider regarding this matter. After the claim was submitted and to my surprise I was only granted $188. The insurance provider then directed me back to Cheap Caribbean.

I have traveled with Cheap Caribbean on several occasions and I am disappointed in there response to this matter. I NEVER MADE IT TO MY DESTINATION! This alone is clear. They did not offer a credit or refund. I will never use their services again and would advise others not to I the future.


Regards,

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








Business Response: Again,CheapCaribbean.com has pursued this as far as we can with a third party in order to best assist our client. Unfortunately we cannot decide what is or is not covered under said policy being that we are not the insurer. The clients can continue to pursue this with *** Insurance. Our position at this time remains the same.

4/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello I recently Purchased a Trip with Cheap Caribbean I also Purchased Insurance for the trip On 3-12-15 I was On my route to Costa Rica and on my way to Costa Rica a Volcano Erupted and the Plane was not able to fly into Costa Rica I ask the travel Firm to return the Money and they refuse the company is saying I took a Partial trip Which is Not TRUE!!! I never made it to my destination I purchased Insurance through the company just to be on the safe side in situation Like this and they won't give Us our Money back or a replacement Trip this is not the Way a Business should handle a paying customer

Desired Settlement: I would like My money back for the Inconvenience or a Replacement trip for No charge

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 November 8, 2014

    The client purchased round trip airfare from Chicago O'Hare to San Jose - Costa Rica for a 3 nights stay at Barcelo San Jose Palacio and *** Protection Plan - Enhanced Coverage.

    The client purchased this vacation for ****** ****** and ****** ******** **. to travel March 12, 2015 at a total cost of $ 1554.4


    A trips a costs breakdowns is as follows:

    $377.86 – Hotel ($125.96 per night)

    $1018.86 – Airfare

    $132.69 – Insurance

    $25.00 – Deposit Fee

    $1554.41 Total  **the charges were split evenly between both passengers on the reservation

  • 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, and 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:

    Once again, we reiterate are sincere apologizes that the clients were unable to reach their desired destination.

  • The clients contacted CheapCaribbean.com on March 13, 2015 and advised our agent that she was on a plane but wanted to wait to see what happened and did not want to cancel at that time.

  • The agent provided their direct extension so that Nanaia could contact them directly.

  • CheapCaribbean.com received no further communication from the client until March 24, 2015 when the client called us to dispute her reimbursement from *** Insurance.

  • Because, as per our terms and conditions, we are a nonrefundable company we provide our clients with the opportunity to purchase insurance from a third party insurer.

  • Our Customer Care department assisted her and advised her that we were able to confirm that she was reimbursed $188.93 per person for their unused hotel stay, unfortunately since the clients took the flights they are not reimbursing for the flight portion. If she has a dispute it is with *** Insurance because they are the insurer providing the coverage.

    CheapCaribbean.com has pursued this as far as we can with a third party in order to best assist our client. Unfortunately we cannot decide what is or is not covered under said policy being that we are not the insurer. The clients can continue to pursue this with *** Insurance. *CheapCaribbean.com Terms and Conditions attached.

    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 are rendered in full.

4/5/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Totally dissatisfied with Cheap Carribean. Paid over $8000 for a week in ***** * ****** - we were promised water view accommodations for our anniversary trip only to find water view was not available for junior suites. After complaining, we were offered a non-descrip excursion. Will NEVER use Cheap Carribean again.

Desired Settlement: Be immediately switched to accommodations promised - water view junior suite at a comparable resort or upgraded at the resort we selected with upgrade cost to be paid by cheapcaribbean.com

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 1/01/2015.

The client purchased round trip airfare from *** to *** for 7 night stay at ****** *****. 

The client purchased this vacation for two (2) passenger to travel 3/12/2015 – 3/19/2015 at a total cost of $8244.20


A trips a costs breakdowns is as follows:

$7259.00   Hotel

$  965.20  Airfare

$8224.20 Total Package

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, and 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 3/12:

Client contacted CheapCaribbean while in destination advising they had not received an ocean view room as requested. The booking call with agent was reviewed and the following email was sent to the client:

Sent: Thursday, March 12, 2015 4:16 PM

Subject: Call review outcome - Booking ID #********

Importance: High

Dear Mr. Sullivan:

Attempted to contact you by phone, but recorded message said your mailbox was full. Call was reviewed and a junior suite was recapped as the selected room type for your reservation. Ocean view was requested, and request was submitted to resort (see bottom of page 2 of your vouchers).CheapCaribbean.com is unable to guarantee requests. Checked with the ****** ***** on availability for ocean view rooms, and they have none available during your dates of travel. Because of the miscommunication, CheapCaribbean.com is willing to offer you an excursion as compensation. Please call in to discuss further.

On 3/13 email to client:

Sent: Friday, March 13, 2015 3:28 PM

Subject: Re: Call review outcome - Booking ID #********

Good afternoon Mr. and Mrs. Sullivan!

In our review of the calls it seems that there were several properties discussed. We have verified that the booking agent incorrectly advised you that the Junior Suite at ****** ***** would have an ocean view. Unfortunately ****** ***** does not have an ocean view room available. We have made some calls and we cannot confirm an ocean view room at any nearby resorts of similar quality. We would like to discuss some monetary compensation with you. We appreciate your time while on vacation. Please let us know when you are available take a call from us in your room.

On 3/16 email to client:

Sent: Monday, March 16, 2015 3:00 PM

Subject: RE: Please Review Call review outcome - Booking ID #********

Dear Mr. Sullivan,

We sincerely apologize for any interruption that this matter has caused you during your anniversary trip. We hope you are enjoying ***** *** ******. We regret the error by our agent, who mistakenly informed you that you would have an ocean view room. It appears that in discussing the different properties, the agent confused the two. That being said, you were not charged for an ocean view room. Therefore, we are unable to refund you half of the cost of your trip. However, as a repeat client, we value your business. We would like to compensate you for this mistake with a refund in the amount of $1400.00. If this acceptable to you, please let me know and we will have the refund processed to your card on file immediately.

Email from client to CheapCaribbean:

Sent: Monday, March 16, 2015 5:01 PM

Subject: Re: Please Review Call review outcome - Booking ID #*******

Dear Ms. Rowling-

1400 is not acceptable. The contract was entered with the clear expectation that water view would be provided for an amount of $8,224.20 as previously stated. We DID pay for water view but your company failed to deliver.



As a gesture of goodwill we have processed our offer of a refund in the amount of $1400.00. The refund will be issued to the two (2) original credit cards on file, each in the amount of $700 used to book the reservation. 

Once again, we reiterate are sincere apologizes we did not meet the clients expectations. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this

All services are seen as rendered in full.

3/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Prior to booking our vacation with Cheap Caribbean.com, I contacted them regarding smoking policies. I spoke to a Jeff G***** who assured me that I could smoke anywhere outdoors. I also e-mailed *** ****** ******* *** with the same question and received an e-mail from them also stating that I could smoke anywhere outdoors. Obviously smoking is a priority with me which is why I made the effort to ensure that we would not have any difficulties during our trip. Based on the information given to me by Cheap Caribbean and *** ****** ******* ***, I booked our vacation for 1/25/15-1/29/15. This is our first vacation in 3 yrs. due to health and financial reasons and I was really looking forward to it. Upon checking in at the resort, we asked for a top floor room as we were smokers. The lady at the front desk told us that we were not allowed to smoke even on the balcony, there were two designated smoking areas...one by the front doors and a 6'x6' area at the end of the beach. We did not argue at that point, but on our first night there, we got a call from security saying that we could not smoke on the balcony and to desist immediately. The next morning when we met with our ****** representative ******, we told her about our situation and showed her the e-mail that we received from *** saying that we could smoke anywhere outdoors and we should not be harassed by security for doing something that we were told we were allowed to do prior to our arrival. We said that Cheap Caribbean and *** did not get to tell us one thing in order to get our money, then change the rules when we get there. ****** read the e-mail and said that we were 100% correct and went to talk to the manager. He said that e-mail was sent by Riu's Central Reservations Office and they were not bound by it. I was on *** ****** ******* ***'s home web page and clicked on the "contact us" button in order to send that e-mail. I made it very clear to Cheap Caribbean via telephone (which is recorded) and *** (which I have e-mail) that if I could not smoke, I would make other arrangements. The day after we returned, I contacted Cheap Caribbean regarding this issue. Their supervisor Cory apologized for any inconvenience that we suffered due to their misrepresentation and offered me $100 in "Sun Dollars" towards our next vacation. I told him that was completely unacceptable!! We work hard for our money, and thanks to the lies told by Cheap Caribbean and *** our vacation was ruined and we deserve the return of a portion of our money back due to the misinformation given to us by this company. Cory said that we would not receive a refund because we accepted what they sold us. This is not true, I made this reservation based on the information given to us that we could smoke at this resort. They do NOT get to tell us one thing, take our money then change the rules when we get there!!

Desired Settlement: We paid $2,811.02 for this vacation. I feel that we deserve at least $750.00 of that money back due our vacation being ruined because of the misrepresentations of both Cheap Caribbean and *** ****** ******* ***.

Business Response:

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

  • The client booked a vacation with a CheapCaribbean.com representative on 1/12/15

The client purchased round trip airfare from PHL to MBJ for 4 nights stay at *** ****** Jamaica and Round Trip Airport Transfers

The client purchased this vacation 2 passengers to travel at a total cost of 2811.02 


A trips a costs breakdowns is as follows:

$1590.08)

$1184.94 – Airfare

$36.00 – Transfers

$2811.02 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 Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. 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 may be purchased until full payment is received, however the enhanced “cancel for any reason” plan must be purchased today; this enhanced insurance is not available for purchase at a later date. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. 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. You as 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. Please note that it is also 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. I

In review of the reservation:

We had no prior knowledge of any difficulties the client were encountering until they returned home. 

1/30 the client contacted us regarding their dissatisfaction with the smoking restriction held at the resort:

The following email was then sent to the client with an apology for the inconvenience:

Customer Care Sent: Friday, January 30, 2015 3:29 PM

To: '**********@*****.com'

Cc: '**********@*******.net'Subject: RE: ********

January 30, 2015

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

Dear **** *********,

Thank you for contacting CheapCaribbean.com and thank you for taking the time to provide us with this valuable feedback. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. Again, I am very sorry to hear of your disappointment with your recent reservation at *** ****** Jamaica and we regret any inconveniences that you may have experienced.

As you and I had discussed earlier this afternoon, I have deposited $100.00 in Sun Dollars into your customer account here at CheapCaribbean.com. Sun Dollars can be used up to $100.00 per new reservation package that includes a resort and airfare. Please note that Sun Dollars are valid for two (2) years and cannot be combined with any other promotion.

Regrettably, CheapCaribbean.com is not able to issue monetary compensation to you, given these circumstances. As of the date of this communication, the services in which were offered to you were also accepted and rendered in full. As Cheapcaribbean.com is being charged in full for your reservation (by both the airline and the resort), we are unable to issue any compensation on this booking.

It is unfortunate that your vacation did not meet your expectations, as this is our only goal. I understand that this is not the outcome you desire and I certainly apologize for your disappointment. Again, I reiterate my sincerest apologies for any difficulties you may have encountered.

Thank you again for choosing CheapCaribbean.com!

  • In review of the call between the agent and client, the client tells the agent that she has contacted the resort about smoking privileges.

  • The agent then does go on to advise the Jamaica has a very strict policy

  • Client tells the agent the she received the resorts reply advising them that all *** properties are non-smoking

  • To be clear the client emailed them back and posed the questions: I can’t smoke anywhere on your property at all?

  • Resort response back to her that smoking is only permitted outdoor. No smoking in covered public area.

  • The agent then goes on to discuss that there would be areas to smoke

Once again, we reiterate are sincere apologizes the resort did not meet the clients expectations.

However it is up to the resort discretion to inforce their policies and procedures. In this case the balcony was a public area being rooms and other balconies were above, beside and below.

Again, the best way to resolve  issues is to address them first with the resort while in destination. If satisfaction is not reached we then suggest of course contacting us for further assistance. Our contact information can be found on the clients travel documents.

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 are 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:  Cheap Caribbean states that they reviewed the conversation when I actually booked this reservation.  The conversations  in which their representative Jeff G***** told me that I could smoke anywhere outdoors took place on 1/6/15 which I have recorded.  I then e-mailed the resort as additional confirmation to what I was told by Cheap Caribbean's representative.  When I received the response from *** ******** ****** also stating that I could smoke anywhere outdoors on 1/11/15. It said nothing about covered public places. I then made the reservation.  The e-mail from *** stated ANYWHERE outdoors as did Cheap Caribbean's representative Jeff G***** on 1/6/15.  It was based on this misrepresentation that I made this reservation.  Yes, the resort does have the right to enforce their policies, however those policies were misrepresented to me by both Cheap Caribbean and *** ******** ****** Montego Bay!!  At no time did I state that I knew there were designated smoking areas with the exception of INSIDE the hotel as stated by Cheap Caribbean and *** Resorts.  I was very clear that if I could not smoke on my balcony and other outdoor areas, I would not book this vacation.  Therefore, I did not get what I paid for.  I was told one thing by both Cheap Caribbean and *** ****** ******* *** in order to get my money and ensure the reservation, then the rules changed when I got there.  This is unacceptable!!  Additionally, I could not very well take any action when I'm stuck in another country which is why I contacted Cheap Caribbean the day after we got home.


Regards,

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








Business Response: Our position remains the same.

3/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We bought a Cheap Caribbean all inclusive package (flight/hotel) to ******** **** Cancun 5 day stay. Circumstances beyond our control, an act of God that paralized the Country, storm Thor closed both airports in ABQ and DFW airports for connecting flights, making it impossible to leave the US. There was only one flight 2 days later and Cheap Caribbean's response after over 2 hrs on hold, was that we were forfeiting our vacation if we did not stay for 3 days in the Cancun Hotel ********, and that neither them, nor the hotel were going to issue a credit. For days they gave us the run around, more hours on hold, being transferred to one department and then another, while they claimed our actual flight charges were forfeited, over $800. Claiming no responsibility sending us back and forth with ******** Airlines, more hold time, even worse because of all delayed flights, their position was and is that ** that had to issue credit, not them, ** explained over and over that they purchase blocks of tickets and they had to issue a refund to Caribbean not us personally. Cheap Caribbean claimed this wasn't the case and that there were no refunds, we didn't take the insurance and that was that. We are still fighting over the charges, someone said they will issue some sort of credit, nothing has happened no one called we have no documentation. As to the money for the hotel, they are keeping that as well claiming that we had a choice to go and spend our vacation there 2 days later when a re-scheduled flight was to leave and it was us OUR CHOICE that were canceling not wanting to pay over $3k for a 3 day stay on a hotel. MEANWHILE the ******** hotel which we called, had given our rooms away for no-show, we figured maybe we could have stayed there and pay the extra 2 days ourselves, but luckily we called, we will also file something against the ******** don't know where, as this unethical practice has cost us and many others that were booked through them so much heartache.

Desired Settlement: We want the full amount to be credited, the full amount, flights, hotels, transfers.

Business Response:

Hello ******:

Below and attached is our response to case #********.

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

 

  • The client booked a reservation online on 12/12/14

The client purchased round trip airfare from ABQ to XCUN, 5 night stay at the ******** ************

The client purchased this vacation for 2 passengersto travel 3/1 thru 3/6 at a total cost of $3246.94

Client did not include any of the insurance options when purchasing this package

A trip cost breakdown is as follows:

 

$2339.40 Hotel

$802.54 Airfare

$80.00 Transfers

$ 25.00 Deposit Fee

$3246.94 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
  • 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 travelhttp://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 atwww.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

 

Charge Now:

$USD

Charge on 08/03/2014:

$USD

Total Price:

$USD

Total Price:$USD

Balance

$

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

 

 

  • The client is fully responsible for this charge.  The client clicked and agreed to are nonrefundable Terms and Conditions at the time of booking which state as above:
    • 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.

·         3/1 client contacted us to say that ** due to weather conditions cancelled their flight and will now be arriving on Tuesday.

o   Client also advised they changed their return flight to Sunday with **

o   We then sent an email to the resort to notify them of the change in their arrival 3/3l and request for a shift in date to extended till

·         3/2 client contacted us regarding confirmation to extend her stay.

o   Advised that we had not received confirmation but once confirmed will contact them

·         3/2 we received a confirmation from the resort that they would be holding the room however the clients would be charging for the full stay

·         3/2 contact the client and advised what the resort had confirmed

o   Client at this time decided to cancel their reservation.

o   The clients were advised us at this time that they will talk to ** regarding their tickets. 

o   Agent then advised that the resort holds a 50% cancellation penalty. 

o   The client then decided that since the resort had no additional availability and they were not willing to travel for just a fewer days cancelled the reservation.

o   Client agreed CheapCaribbean’s Cancel for Credit terms read and disclosed when cancelling.

o   A CheapCaribbean.com Future Credit was then issues to the client in the amount of$1149.70

·         3/2 Client then contact ** and was directed back to us, however their tickets reflected a cancellation fee if we were to issue the client an air credit.

o   At this time advised the client to call **’s Support Team to see if they were willing to waive the cancellation fees the resort imposed

·         3/3 we confirmed with ** that they authorized a refund for the airline tickets in full and we refund the clients card on file

·         3/3 ****** confirmed authorization to not charge for transfers.  The clients Future Credit issued prior was the recalculated and reissued in the amount $1249.70

·         3/6 the client called and wanted to know where the $1200 went she was missing. Again it was explained that the resort had charged penalties for the cancellation of her reservation. The agent broke down the cost and explained everything to the client:

Total Package Breakdown and Future Credit issued:

$2339.40 Hotel

$802.54 Airfare

$80.00 Transfers

$ 25.00 Deposit Fee

$3246.94 Total Package

-1169.70 Hotel Cancellation 50% penalty

      -25.00 Deposit Fee

    -802.54 Air refunded

                                $1249.70 CheapCaribbean.com Future Credit Issued to client

(**PLEASE SEE ATTACHED VOUCHER)

**Terms and Conditions attached

Client purchased this vacation package per the Terms and Conditions and clicked and agreed to them during the online booking process.  Client opted not to purchase travel insurance for their travel protection.

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.

No further adjustment of credit if being offered at this time.

 

Melanie R******* |Customer Care Manager

Toll Free: ###-###-####  ext. **** | Fax: ###-###-####

"Wouldn't you rather be on the beach?"

3/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company's close ties with ******* Resorts and ******** and our discussion with those in the resort there (the representatives of aforementioned entities) indicates that the agreement between this company and the resort/travel agency is such that the discounted pricing is a loss leader to be able to offer a club membership under high pressure tactics. The offering by the sales person on site is completely misleading and the relationship Cheap Caribbean has with them would indicate that they are fuly aware of it and do not warn the purchaser that this will happen. ******** represents that purchasers of their membership will have access to deeply discounted hotels across the world, when in fact, this simply has not been the fact. As ******** is a non-US company, my recourse against them is non-existent, therefore I seek reparations from the US based representative.

Desired Settlement: I wouldl like the membership cancelled, my down payment of $4000 returned and the balance due waived.

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 12/3/14

The client purchased a 6 nights stay at ******** Palm Beach & Spa and Round Trip Airport Transfers and Insurance

The client purchased this vacation for 2 passengers to travel 10/15/14 to 10/21 at a total cost of 253.70


A trips a costs breakdowns is as follows:

$180.00 – Hotel

$56.60 – Transfers

$17.70 Insurance

$253.70 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:

12/3/14

The client purchased his vacation with CheapCaribbean.com for his stay at ******** Palm Beach & Spa resort in a Superior Garden View Room including transfer and insurance only.

No other charges were made to the client card on file

All other purchases in which the client made outside of this package while traveling would be at the client’s discretion and agreement with other merchants.

CheapCaribbean.com is not responsible for any charges/agreement outside of this package which the client entered into  and agreed too while on vacation

No further compensation is being offers at this time. All services are rendered in full as provided that were purchased with CheapCaribbean.com.

3/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Cheapcaribbean booked an extra night onto my vacation plan. When I arrived at my hotel the hotel had no record that Cheapcarribean had made the extra booking. This was in Cancun, Mexico so calling Cheapcaribbean was not an option. I booked my own additional room and was charged from the hotel. When I returned from vacation I noticed that I had been charged by both the hotel and cheapcaribbean for the same additional night/room. After calling Cheapcaribbean this seemed like an easy fix and my debt card would be refunded within ten days. It has been a month. My card has not been refunded. I have not been contacted by the company as to why my card has not been refunded. Everytime I call back I either cannot get through to the company's billing department (and no other department can help) or I get the same loop around that they will call the hotel and contact me when they hear back. An endless deadend... At this point I know my money is lost from this scummy company. I don't expect to ever get it back. I just don't want to see a crumby company be able to take advantage of people like this. I hope you take them down. Thank you, John J

Desired Settlement: The best outcome would be for this company to get shutdown. I would also settle for my $342.36 refunded back to my account.

Business Response: In review: 1/27 our client contacted requesting to add on a night to his reservation as he wanted to arrive a day earlier to avoid weather conditions that might impose delays or cancellation We added a night, sent the resort the reservation and charges his card on file 2/6 the client contacted us to say he was also charged for the one night when checking out of the resort 3/12 the resort contacted us after their full review they found they had charged the guest in error. They sincerely apologized and authorized us to refund the clients directly in the amount of $340. A refund was then processed in the amount of $340 to the clients credit card on file. The client was then contacted and advised of the resolution. 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 are rendered in full.

3/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After purchasing a vacation package from CheapCaribbean.com, and receiving a series of automated emails reminding me of my getaway, and ensuring that my vacation will be the best. Upon arrival to my "hotel" ******* **** **** in San Jose del Cabo, I was greeted with the news that the resort was over-sold for the dates of my trip. They also mentioned that they knew this a month ago! just around the time of purchase of my vacation package with CheapCaribbean.com. Needless to say that I had already made an appointment with their event coordinator and wedding planner as I was venue shopping in the San Jose area (location of original resort) for my wedding. The lady at reception was very sad to reconfirm after my disbelief that in fact I was not going to stay at my hotel of choice...and that they were NOT able to place me in the nearby area (since I had multiple appointments set-up with other hotels in San Jose). In fact, she said that my new hotel was ****** **********, and that it was an additional 35 mins away (a total of 50 from the airport) and that it was a party town! (I am sure she threw that in there thinking my fiancé and I wanted to party... little did she know that all we wanted was to relax and make a decision on a venue). At this point its late afternoon, and my fiancé and I have not slept, or ate in hours...frustrated because our ****** shuttle had left long ago. The hotel representative wanted to place us on a street cab to ride unwarranted in the highways of good ol' Mexico. At no moment did ******* mentioned that CheapCaribbean confirmed my reservation. Which I was actually shocked given that they were my travel agency, and continued to send me happy-lucky-joy-joy emails,, and I pretty sure its someone's job within their office to ensure everyone's itinerary is OK (at least hotel) before sending your von voyage emails. Upon our late arrival to ****** (the new resort) we were harassed with timeshare solicitations... the amenities that ******* offered where nowhere to be matched, and practically we lost a day of our vacation. On top of this, in a brand new town of which I knew nothing of, and now subject to pay hundreds of dollars in taxis to get to San Jose del Cabo for my various appointments in my original desired location... needless to say my anxiety levels being on a unpatrolled highway for 35 minutes each way, and losing out on actual time to relax. In sum, I am extremely disappointment at this experience with both CheapCaribbean.com and ******* **** **** for the lack of communication between each other and its clients. At no moment did CheapCaribbean.com try to contact me to remedy this. I am now in a deficit, due to the allotted expenses incurred on this trip due to this mishap; not to mention the lack of serenity, relaxing, being stress free and planning my wedding. This was my first "vacation" in 2 years, and now I am not scarred by this horrible experience and have 3 PTO's left at work. CheapCaribbean.com sent me a voucher from ******* this morning, honoring 4 nights at this very hotel, which I expressed did not want, as I do not plan to return there...and not mention with within a year, which is when this certificate expires. CheapCaribbean.com is not accepting blame/responsibility for this, and is solely faulting the hotel. In my opinion it is a shared responsibility. We chose to purchase from CheapCaribbean.com, amongst other choices available, trusting we were in good hands. As a travel agency they should be held responsible for making sure their clients reservations are as promised. I am appalled at the lack of communication and the disregard of our wellness. At this time, I hope BBB will be able to help me. **** ******** ###-###-####

Desired Settlement: I would like to get a full refund by check/money order/or money back on the credit card used on purchase.

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on January 7, 2015 The client purchased round trip airfare from EWR to SJD, 4 night stay at the ******* ***** **** Los Cabos The client purchased this vacation for herself and one other passenger to travel 2/10/15 thru 2/14/15 at a total cost of $1927.80 A trip cost breakdown is as follows: $967.78 Hotel $865.02 Airfare $70.00 Transfers & Excursions $25.00 Deposit $1927.80 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 • 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 Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions 1/7/15 the day of booking confirmation from the resort was received- # ******* 2/10/15 we received notice late afternoon that our client had been relocated to ******* ***** **** Los Cabos and had agreed to the move in destination. This was the first we had been notified by the resort of this situation. We can no prior knowledge. 2/16/15 the client emails us about their circumstance and situation. The following email was sent to the client: TO CLIENT: From: Customer Care Sent: Monday, February 16, 2015 11:06 AM To: '***********************' Subject: RE: ******** February 16, 2015Re: Booking # ******** Dear Ms. ********, Thank you for contacting CheapCaribbean.com and thank you for taking the time to provide us with this valuable feedback. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. We are very sorry to hear of your disappointment with your recent reservation at ******* ***** **** Los Cabos. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our website. We regret any inconveniences that you may have experienced. We were made aware (during your travel) of an overbooking situation at the resort, and for this, we truly do apologize. This information was made known to us on the day of your arrival, February 10th. At that time, we were notified by Management at ******* ***** **** Los Cabos that you had accepted the relocation to ****** and as compensation for this inconvenience, that they would be offering to you a return complimentary stay for the same number of nights as your original stay. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience. Thank you again for choosing CheapCaribbean.com! 2/19 we received a call from the client that she had not got the voucher from the resort. Advised we would reach out the resort 2/25 we received the resorts comp offer and emailed it to the client: TO CLIENT: From: Customer Care Sent: Wednesday, February 25, 2015 9:44 AM To: '***********************' Subject: Complimentary Stay Certificate - CheapCaribbean Booking ******** February 23, 2015Re: Booking # ********Dear Ms. ********, As was discussed with the resort on February 10, 2015, please find your Complimentary Stay Voucher from ******* ***** **** Los Cabos attached to this email. Additional instructions are listed on the voucher concerning its redemption. CheapCaribbean.com truly appreciates you as our valued client and we hope that you will give us the opportunity to serve you again in the near future. Thank you again for choosing CheapCaribbean.com! The client is fully responsible for this charge. The client purchased this vacation online and clicked and agreed to are 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”. Per our Terms and Conditions (see also attached) : 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. 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 to assist in rectify them. The client was issued a 4 night comp stay by the resort for the inconvenience. 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. 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.

3/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A price for airfare and hotel was advertised on their website. I called the company and secured the reservation which was paid in full and was given a receipt itinerary for the airfare and the hotel. Several days after I made my reservation I was contacted via email by this company's representatives and was informed that the hotel was overbooked. I explained to the company that that was not my problem,that was theirs, and they needed to find a resolution. I spoke to the reservations supervisor named Melanie and explain to her that my vacation days were approved at work, my wife's vacation days were approved at her work, and those days would be lost if we didn't travel. The company said that all they could do was refund my money and not put me in a different hotel i.e. upgrade, or absorb any additional costs for an upgraded hotel. I explained to this company that they advertised a price and a service, I paid for the service that was advertised, and they did not adhere to their end of the contract. They did nothing to try to compensate, or find a resolution that benefited both parties. This company simply gave me a refund and walked away, leaving me and my family with lost vacation days and false hopes. I told this company that I would be contacting the Better Business Bureau and also informed them that they had an A+ rating with the Better Business Bureau, which the Melanie the supervisor of reservations said she had no knowledge of and that she didn't deal with those issues, (BBB complaints). I am formed Melanie that as a supervisor she should know what the her company agreed to when getting accredited through the Better Business Bureau, which she said she did not deal with once again.

Desired Settlement: For the company to absorb any additional costs from the original booking, and or make an effort to satisfy me and my family with their product and advertisement, not just walk away with giving me a refund and leaving me with lost vacation days

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 2/19/15 The client purchased round trip airfare from ORD to CUN for 4 nights stay at ***** ******** **** Cancun The client purchased this vacation for 5 passenger including himself to travel at a total cost of 4361.90 A trips a costs breakdowns is as follows: $1953.50– Hotel = 97.67 per pax per night $2279.40 – Airfare = 455.88 per pax $ 129.00 - Transfers $4361.90 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 package. 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: • 2/19 client booked their reservation to ***** ******** **** Cancun • 2/23 resort contacted us saying that they had overbooked and unfortunately had no availability for our client • 2/23 client was contacted and advised – searching for availability we found no other hotel in Cancun that allowed 5 passenger in a room. We did find availability in Rivieria Maya at Sandos Caracol and Sandos Playcar in which was offered to the client. The following email was sent to the client: From: CheapCaribbean Reservations Sent: Monday, February 23, 2015 6:52 PM To: '************************* 'Subject: Urgent - CheapCaribbean Booking #******** - Crown Paradise Not Available Dear Alexander, ***** ******** **** Cancun has contacted CheapCaribbean advising that they are overbooked for your dates of stay. I would like to speak with you regarding alternative options. I will be in the office tonight until 11pm EST. The phone number and my extension are listed below. I look forward to hearing from you. 2/23 at 9:23pm the client contacted us. • We informed the client multiple times that we had already gone back to the resort and they do not have rooms. We offered to refund the resort portion. • We offered to look into a full refund. • Advised we found resorts in Riviera Maya that all 5 pax can be in one room. • Client refused to pay more. • Client requested a supervisor. • The agent advised the client that they will inform the sups that he either wants to be moved at no cost or be given a full refund. • Advise client someone will call him tomorrow. • Client also said this package was supposed to have Standard Insurance. • Advise that it cannot be added at this time, and it wouldn't have helped in this situation. • The following email was then sent to the client providing options for consideration: From: CheapCaribbean Reservations Sent: Monday, February 23, 2015 9:44 PM To: '*************************' Subject: CheapCaribbean Booking #******** - Alternative Resorts Dear Alexander, Thank you for taking the time to speak with me this evening. At your request, here is a list of the resorts we talked about as well as the additional amount that would be due. Sandos Caracol Eco-Resort & Spa****************************************************************************************** +$727.16 in a Junior SuiteKey Highlights:?Kids Club open from 10am-10pm (4-12 years) and Teen's activities (13-17 years)?Sandos Aqua Park with 17 waterslides?45 minutes from Cancun International Airport (CUN) and just 15 minutes from Playa del CarmenSandos Playacar Beach Resort & Spa********************************************************************************************l +$740.04 in a Riviera Junior SuiteKey Highlights:?Baby club (2-3 years old), Kid's club (4-12 years old) and Teen's club (13-17 years old) available with a daily activities program. Daily, 10am-10pm?2 Children??s Pools?Sandos Playacar Beach Resort & Spa is located in the exclusive development of Playacar, within a short distance from the town of Playa del CarmenGrand Palladium Riviera Resort & Spa*********************************************************************************************** +$1,158.10 in a Junior SuiteKey Highlights:?Baby's club for ages 1-3, the mini-club for ages 4-12 and a teen's club for ages 13-16, with age appropriate activities for each group?Children??s Pool?50 miles south of Cancun International Airport (CUN), 20 minutes from Playa Del Carmen and seven minutes from Akumal 2/24 a supervisor as promised contacted the client. Further options were discussed not able to reach an agreement with options offered we refunded the client in full. Per the terms and conditions that our client agreed to at the time of booking: In the event that the supplier overbooks their property or for any reason beyond our control, we reserve the right to either provide alternative accommodations of a similar standard or cancel the reservation in full, our option Once again, we reiterate are sincere apologizes the resort was unable to confirm our client reservation. 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.

3/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a package to the Dominican Republic. We were not informed that we needed our passports, we were told we only needed our green cards to travel. On the day of travel, verified with airline agent whom confirmed that we only needed our green cards. When it was time to board the flight to Dominican Republic, we were asked to present out passports. Informed airline agent that we were advised that we did not need them. We were declined boarding. Contacted cheap Caribbean to see what options we had. They did not have any resolution then had us contact the airline agency knowing that they could not help. We then called cheap Caribbean and they informed us that they are only able to refund $200 out of the 1600 that we paid. They will not work with us what so ever. They also canceled all of our fights including the return flight. So we had to pay for hotel to figure out our next move and also purchased tickets to return home.

Desired Settlement: We want both cards refunded

Business Response: The client purchased a vacation online on October 11, 2014. The client purchased round trip airfare from Salt Lake City, UT to Phoenix, AZ to Miami, FL to Puerto Plata Dominican Republic, and a five night stay at the ********* ******** ***** Resort & Spa. The client purchased this vacation for herself and one other passenger to travel November 11 thru November 16, 2014 at a total cost of $1,562.80. The client and passenger split the cost of the purchase. The passenger paid $745.40 each. The cost of each service purchased is as follows: $390.00 – Hotel ($78.00 per night) $1,172.80 – Airfare ($586.40 per person) $1,562.80 - Total During the online booking process we capture screenshots of our client’s website interaction. We are providing the client website activity in the backup documentation. Once the clients choose the hotel and airfare services that they wish to purchase, the next step is to choose whether they want insurance coverage for the reservation. Clients are strongly urged to purchase insurance coverage for the reservation. The client was required to choose the Enhanced Cancel for Any Reason policy, the Standard policy, or No insurance coverage. The client chose not to purchase insurance coverage for this reservation. When clients choose no insurance coverage they are then required to click and accept liability in making this decision. Specifically, “I understand by opting out of insurance coverage that I am 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.” After the insurance selection step, the clients were then required to complete the checkout page. The first item the clients were to do is provide the passenger information. The site states “All traveler information must exactly match the passport you will use to travel”. The client completed this section and provided the credit card information used for the purchase. Before the client could finalize the purchase the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. Our Terms specifically state: • 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 As per the screenshots we are providing the clients ‘clicked and accepted’ the aforementioned nonrefundable terms and conditions. Note the terms state that clients would be solely responsible for having documentation needed to travel. The client was then supplied with a confirmation page showing that the purchase was successful. This screenshot is also being included in the backup,. Note that this page specifically contains information stating that U.S. Citizens would be required to have a passport to travel on the purchase. After the reservation was finalized the client was issued a Travel Voucher Receipt for the purchase. This document contained all of the information that the clients needed to travel on the reservation as well as information regarding the documentation needed to travel on the purchase. On October 12, 2014 one of our Quality Control Agents reached out to the clients to review the purchase and ensure that everything was accurate. We were unable to reach the clients by phone so an email was sent to the email address on file. This email went unanswered. On November 11, 2014 the clients contacted us from Miami, Florida. The clients used the flights from Salt Lake City, UT to Phoenix, AZ to Miami, FL. The clients informed us that the airline was telling them that they could not travel to Puerto Plata because they did not have the passport documentation that was needed to enter the country. The clients were requesting that we change their reservation to travel to San Juan Puerto Rico, where passports were not needed. We advised the clients that we could check for availability to change the reservation but the clients would be responsible for any increase in cost to make the changes. Once the clients board their initial flight the ticket is considered used in full and no value remains. Moreover since the clients had utilized the flights, they would need to work directly with American Airlines to change their flight itinerary mid-travel. Once clients check in at the initial airport the airline takes over the reservation and we are no longer able to make flight changes. If we were to cancel the hotel portion of the reservation the clients would incur a $50 per person cancellation fee, as well as a one night ($78) hotel cancellation fee. The client would be left with a $212.00CheapCaribbean.com credit that could be applied towards a new reservation. The agent researched and advised the clients that if they arrived in San Juan Puerto Rico the following day we could put them in the InterContinental San Juan Hotel. We also informed the clients that this hotel, and all hotels that we carry in San Juan, are NOT all inclusive hotels. Therefore the clients would have to purchase drinks and meals. We also suggested that they go to the passport office in Miami to secure the document. They advised that this was not possible, “They are not able to obtain them easily”. The clients said that they would contact us back after deciding how to proceed. We requested that the clients contact us by 7 pm EST so we could ensure they were not charged a 100% No Show penalty at the hotel. We did not hear back from the clients so we tried numerous times to call the clients to discuss the reservation. The clients did not call on November 11th, nor were they responsive when we contacted them several times on November 12th. On the afternoon of November 12, 2014 we cancelled the client hotel reservation as per the nonrefundable terms and conditions that were agreed to during the online purchase process. The client was assessed a $50 per person cancellation fee as well as a one night hotel cancellation fee. The clients were issued a $212 CheapCaribbean.com future credit. We left the clients another message advising of the cancellation and future credit. On December 19, 2014 we received a refund request on our website from the clients. They wanted a 100% refund for the purchase because they did not get to travel. We advised the clients that we would review the situation and be in contact with them. The following response was sent to the clients on December 30, 2014 and included the Terms of Use from our website with the pertinent information highlighted for the client: From: Customer Care Sent: Tuesday, December 30, 2014 2:41 PM To: '*******************' Subject: CheapCaribbean.com Booking ******** Re: Booking #******** Dear *********: At CheapCaribbean.com, we do everything in our power to ensure a safe, pleasurable, and affordable vacation for our clients. We understand the issues you had was with your passport which caused your denied boarding. On your behalf we contacted the resort on the day of your departure. They confirmed that they would be charging a fee for your last minute cancellation of your reservation. Due to this factor, and per our terms and conditions we issued you a CheapCaribbean.com Future Credit for the remaining balance in the amount of $212.00 (see attached). We understand that you utilized your AA flights from Utah and remained in Miami due to passport issues. In this case no air credit remains do to the changes made. On 10/11/14 our terms and conditions (see attached) were agreed upon at the time your reservation was booked. If our Terms of Use are not agreed to then the booking is not processed and the credit card is not charged. We must believe that you read the terms and conditions since your reservation was finalized. Within the agreed upon terms and conditions of CheapCaribbean.com it states that CheapCaribbean.com is not liable and will make no refunds in events of any causes beyond our control. Management staff at CheapCaribbean.com fully reviewed your situation. After our final review and since we are nonrefundable, we feel that the compensation offered is fair, therefore, no other options can be considered at this point. 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 at the airport and we hope to be able to provide a better vacation experience for you in the future. Sincerely, Customer Care Department | www.CheapCaribbean.comToll Free: 800-********* or ###-###-#### | Fax: ###-###-####Office Hours: 8am-4pm EST |"Wouldn't you rather be on the beach?" This was the client’s response: From: mis tina [mailto********************] Sent: Tuesday, December 30, 2014 2:47 PM To: Customer Care Subject: Re: CheapCaribbean.com Booking ******** You know what this is total bs. Ya'll will be reported to the Better Business Bureau. You will be hearing from my office. Tina S****** Senior paralegal ********* law firm Salt lake city, UT. The client did not contact CheapCaribbean on November 18, 2014. We spoke with the clients on November 11th and left messages on the 11th and 12th and had email correspondence on December 19 and 30, 2014. CheapCaribbean offered to relocate the clients to a new destination. The clients requested to travel to San Juan Puerto Rico and we did the research to find a hotel to relocate them in this destination. The clients were advised that per the terms they would be responsible for the increase in cost resulting from this change. The clients however never contacted us back to confirm a change in destination. We also suggested that they go get passports but were told this was not possible. The client was advised prior to making this purchase that passports would be needed to use the services. The client then agreed that it would be their responsibility to ensure that they had the proper documentation necessary to travel. Finally the receipt that was issued for the purchase outlined that passports were required to travel. The clients then used the airfare as scheduled. When the clients could not supply the documentation necessary to enter the international destination, the airline denied boarding because the documentation was required. The remaining services were cancelled in accordance with the nonrefundable terms and conditions that the client agreed to during the online purchase. A $200 per person airline cancellation fee, a $50 per person cancellation fee, and a one night hotel penalty was assessed. This left the client with a remaining balance of $212 which was issued to the client as a CheapCaribbean.com future credit, again in accordance with the terms of the purchase. . Any dissatisfaction that the clients experienced from this purchase is a result of them not having the passport needed to travel. . CheapCaribbean.com fully provided the services exactly as described. CheapCaribbean.com has extensive documentation proving that the client received exactly what was purchased. The passengers used a major portion of the purchase exactly as described, the remaining services were cancelled and a future credit issued less cancellation fees, therefore no reimbursement is due for this dispute. Moreover the client agreed to our nonrefundable Terms and Conditions at the time of booking and these terms specifically state that the clients were responsible to have a passport to travel, the purchase was nonrefundable, cancellation fees would be assessed and a store credit issued for the remaining. The clients used the airfare services and the remaining was cancelled per the terms. Please see the attached documents including the trip summary, the insurance selection screenshot, the checkout page with the nonrefundable Terms and Conditions that were agreed to by the client at the time of purchase, the trip cost breakdown, and the Travel Voucher Receipt that was issued to the client at the time of purchase. No further refund or credit is being afford at this time. There are no further credits or refund being offered at this time.

2/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We contacted this company to book a BEACH resort vacation...... We made it very CLEAR that we are BEACH LOVERS and we are going away to see beautiful white sand beach and beautiful crystal clear blue water?????? WELL When we arrived at the Resort property they booked for us............ The water was filthy dirty and smelly.......... the little beach they did have was closed because it was so filthy!!!!! THIS IS NOT WHAT THEIR PHOTOS showed us of this resort!!!!

Desired Settlement: We have tried to contact this company over and over again by phone, social media and by emails........ we have even sent emails to the CEO and NOT ONE person got back to us!!!!

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on March 6, 2014 The client purchased round trip airfare from JFK to MBJ, 8 night stay at the ****** **** **** Resort & Spa The client purchased this vacation for ******** ***** ******, husband and daughter to travel 11/23/14 thru 12/1/14 at a total cost of $3514.76 A trip cost breakdown is as follows: $1818.32 Hotel $1461.97 Airfare $309.47 Transfers & Excursions $ 25.00 Deposit Fee ($-100.00) - Promo Discount $3514.76Total 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 • 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 Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions Recap: • 3/6/14 clients booked online • 11/21/14 clients called to say they were having issues with their daughter passport and unable to check into the resort until 11/25. Travel dates changed: 11/25-14 – 12/3/14 • 11/28/14 the client posted a comment on CheapCaribbean.com ******** page about resorts beach conditions while in destination • 11/28/14 we immediately notified the resort of her concerns and sent an email to the client letting her know that the resort would be addressing her concerns. The resort however advised they had spoken to the client the day prior • 12/2 & 12/4 left voice message for the client to return my call at her convenience as well as an email • 12/5 again left another voice message for client • 12/5 not hearing from the client we contacted the resort regarding the conditions of the beach. Their response was that what effect the beach was a type of seaweed called Saragassum seaweed that impacted the entire area and is caused by nature occurrence throughout the Caribbean from time to time. The seaweed flows with the ocean currents. Because there is so much of this seaweed it was necessary for the resort to temporarily close the beach until it can be cleaned up. • 12/9 client sent us picture of the beach • 12/09 again called the client and leave a voice message to contact me directly • 12/15 spoke to client: she had advised me that she was receiving my calls and realized that she wasn’t getting my voice messages because of a setting on her phone. I briefly explained that the seaweed was from a natural occurrence and due to this fact the resort would be offering any compensation. The client is fully responsible for this charge. 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 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 Terms and Conditions. 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. No refunded is being offered at this time.

2/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a vacation package through Cheap Caribbean for 8/11 - 8/15 for 5 people. I had to cancel one person from the group because of medical reasons. I was charged $150.00 cancellation fee but I was told I would get a voucher for future credit or refund. I received a voucher for $883.02 which I attempted to use to book a flight. I was told that I could use the cheap Caribbean voucher to book a flight in the future and I did not have to use it on a vacation package. I called to book a flight from Japan to Philadelphia and I was told I could not book a flight. This is not I had been told all along. I would like my money back or my flight booked. My voucher expires 2/18/2015 and I think Cheap Caribbean is stringing me along waiting for the expiration date so they don't have to honor my voucher.

Desired Settlement: I would like the $883.02 refunded to me so that I can purchase the flight that I need or I would like the flight to be purchased through cheap Caribbean, either way I want to use the $883.02 towards my flight like I was told I could do from the beginning.

Business Response:

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

  • The client booked a reservation with a CheapCaribbean.com agent on 2/18/14

The client purchased round trip airfare from PHL to PUJ, 4 night stay at the ***** ****** ********

The client purchased this vacation for four other passengers and herself to travel 8/11/14 thru 8/15/14 at a total cost of $3915.88

  • Client denied the purchase of insurance coverage


A trip cost breakdown is as follows:

$1946.00 Hotel

$2952.10Airfare

($-100.00) - Promo Discount

$4798.00Total Package

  • 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.jsp and that all passenger name information exactly matches your official documents. 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. Insurance must be purchased today; policies are not available for purchase at a later date. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. It is your responsibility to ensure that you have the proper documents to enter, connect through, or stop at the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as the customer are responsible for any additional airline baggage fees, pre-assigned seating, and incidentals at the resort, and entry or exit fees resulting from purchase. 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.

3/24/14 ******* called to cancel one of the passengers on the reservations.  A CheapCaribbean.com Future Credit Voucher was issued to her in the amount of $883.02: Expiration 2/18/15

2/4/15 received call from client wanting to use her credit towards a flight from Tokyo, Japan to Philadelphia. 

It was explained to the client that her CheapCaribbean.com Future Credit could only be issued toward destination in which CheapCaribbean.com sells. However an offer to extend the use of credit was offered.  The following email was sent to the client:

From: Wednesday, February 04, 2015 6:53 PM

Dear *******,

I’m sorry to hear about your troubles with using the CheapCaribbean credit. I know that an agent reached out to you today via telephone, but it appears she was unsuccessful in reaching you. Since the credit issued to you is in the form of a CheapCaribbean credit, it can only be used towards hotel packages that we sell. We are not contracted with any airline to sell flights originating from Japan, as such, we are unable to use your credit towards that flight. The credit has an expiration date of Feb 18th 2015, meaning travel using the credit must be complete by that date. Since that date is quickly approaching, we will gladly offer to extend the credit. As long as you contact us by Feb 18th and use the credit towards a hotel only or flight and hotel package, you may complete travel by August 30th.If you feel you will be unable to utilize the credit by the expiration dates, you may also transfer the credit to another person. All you will need to do is give us a call and inform us the name of the person you are transferring the credit to. The same expiration rules apply (book by Feb 18th for travel completed by August 30th).Please don??t hesitate to reply to this email or give us a call if you have further questions

**FROM CLIENT*   I would like to have the voucher extended to August 30th as I will not be booking flights before that time. I would like to confirm that I could use the voucher for a flight only as I will not want to book a package through your company.

**REPLY TO CLIENT** You are able to travel up until August 30th but the travel must be booked by February 18th. We are not able to make any further exceptions here. As stated previously, we are not able to apply your credit towards just a flight. We are a hotel and hotel/air package wholesaler. We look forward to hearing from you by the 18th of February to assist you with booking a hotel stay or package to the Caribbean

Sincerely, CheapCaribbean.com Reservations

*Terms and Conditions attached

*CheapCaribbean.com Future Credit Attached

The client is fully responsible for this charge.  All remaining services that the client purchased was a renders in full 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 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 further offers of compensation is being offered.

1/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My daughter and I signed up to go o Jamaica for one week with this company. I paid twelve hundred dollars on our twenty-six hundred dollar bill. This price included air fare, hotel, and food. Now, we find out that due to gas prices our fare would be cheaper, but this company will not give us the discount and we have to take a separate flight from our fellow travelers. I am semi-paralyzed and the bus transportation to our hotel is not wheel chair accessible, and we have to pay 130.00 for separate transportation to our hotel. This was not in our contract and no verbal response was made when my daughter said I was handicapped. We tried to negotiate with this company as this is our first time dealing with them. My daughter has to push me in a push chair and can't hold four pieces of luggage while pushing me, this is why we book a flight with our party and now we have to take a different flight. Two of our friends paid 400 dollars a month, but we are penalized for paying off most of our trip and can't get a refund, and this is wrong as we had nothing to do with the gas price drop! We will never ever do business with this company again and it was only seeing they had a A rating that convinced me to do business with them.

Business Response:

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

  • The clients daughter booked a vacation with a CheapCaribbean.com representative on 11/29/14 using her credit card

The client purchased round trip airfare from St. Louis to Jamaica for 4 nights stay at the *** **** **** and Round Trip Private Airport Transfers. 

The client purchased this vacation for 2 passengers to travel at a total cost of 2694.57 


A trips a costs breakdowns is as follows:

$1028.44 – Hotel

$1242.38 – Airfare

$262.50 – Private Transfers

$186.25 – Standard Insurance

$ 25.00 – Deposit Fee

$-50.00 – Promo

$2694.57 Total Package

$1577.72 Deposit

$1116.85 Due 21 days prior to travel

  • 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 at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a 50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased Aon’s standard illness and injury insurance, which includes hurricane and weather protection, as part of this package. This policy is nonrefundable after 24 hours. Your confirmation documents will include a link for Aon Insurance which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. 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. You as 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. Please note that it is also 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 proceeding with the booking.

In review of the reservation:

  • Client’s daughter called to make the reservation and accommodation for her and her mother, traveling with a large group to the ***, all booking separate reservations

  • Her daughter requested a later flight after reviewing the least expensive flight options at the time of booking

  • Client found a flight on American Airlines which was agreeable due to the departure time

  • Knowing the client needed additional assistance while on vacation the agent advised the daughter she would notify the airlines as well as the hotel and transfer company of the needed assistance

  • When booking transfers, and to accommodate the need for assistances private transfers were booked as the public transfer vehicle does not have access for wheelchairs

  • Client in addition also booked standard insurance

  • The agent reviewed all aspects of the reservation with the client, then agreed to the price and our terms and conditions before the agent charged the credit card

  • In review of their friend’s reservation the clients contacted us 2 weeks later and booked a different flight all together with mixed airlines & public transportation

  • The issue that one client pays more then another depends on many variables and timing of booking

  • We understand the clients concern with pricing: Pricing can change hour by hour or even day by day in the travel industry.  However once committed to the price and rates of the airlines and resort we are unable to make any adjustments. Any alterations made after the booking would incur a fee. Client contacted us 2 weeks after her booking was made at which time no changes could be made without penalties imposed.

Please know we have notified all vendors and the resort of the assistance needs for the client to have an enjoyable journey to and from the resort and while on vacation

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

If the client has any further concerns she may contact me at my direct extension ****.

No further compensation is being offers at this time.

12/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Cheap Caribbean was our travel agent. We paid them to arrange a trip to Jamaica for four people, in May, for travel November 25th. The information for the time of departure they gave us was incorrect and we missed our flight. They refuse to acknowledge that they gave faulty information. A service was paid for and we trusted that the information we got was correct. It was not. We had to purchase four new tickets on another airline to go to Jamaica, at the cost of $1090.40 because the airline they chose only had one flight per day.

Desired Settlement: We would like to be reimbursed the $1090.40 that we had to pay for a trip we already paid Cheap Caribbean for.

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on May 9, 2014 The client purchased round trip airfare from JFK to MBJ, 5 night stay at the ****** **** **** Resort & Spa The client purchased this vacation 3 passengers and herself to travel 11/25/14 thru 11/30/14 at a total cost of $4809.32 A trip cost breakdown is as follows: $2397.08 Hotel $2487.24 Airfare $ 25.00 Deposit Fee ($-100.00) Promo Discount $4809.32 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 • 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 Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions Client contacted on their day of travel to advise they had missed the cut off to check in with their flight Caribbean Air offered to re-protect them the following day The agent proceed to advise the client of additional flight options, though at an additional cost, the phone then disconnected We attempted to call the client back several time but unable to reach her At this time we reached out to the resort to hold the room until further notice as we were unable to reach them to inquire when they may/would be arriving Later on in the day we called the resort and were told the client had checked in Please see the attached documents including the booking summary, the Terms and Conditions (page 6) that where agreed to by the client at the time of booking, the Travel Vouchers that were issued to the client at the time of booking which includes clients responsibility to confirm flights 24 hours prior to travel (see page 4 of the attached travel documents) No further refund or credit is offered at this time. 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. The client is fully responsible for the charges. No further refund or credit is offered at this time.

11/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This statement, "All CheapCaribbean.com reservations are non-refundable, non-cancelable, and non-changeable as per our terms and conditions" is ridiculous. I am writing this letter to let you know how dissatisfied with the service I received from Cheap Caribbean. So what does services does the insurance provide if this is true? We booked a reservation to ***** ****, DR for Friday, October 10 - 13th. I arrived 10 minutes (6:50 am) late inside my 1 hour window for check in with ******** Airlines and was denied boarding. I found that to be amazing considering I had the same exact thing happen on July 30 with my travel to DR and was pushed through check in, sent to Security Gate C and still made my flight on time. I feel like the airline used their rule, "You have to arrive 1 hour prior to departure for international travel" to their advantage because the flight was overbooked anyway and they didn't want to pull anymore people from the plane to accommodate the two of us because we were considered ***** customers. Apparently, ***** customers receive first preference and since we arrived 10 minutes late of the 1 hour check in this didn't apply to us. The front desk representatives were already dealing with pulling 4 people from the plane, so I feel that they did not entertain us at all. Here are a list of actions that took place on my behalf: I contacted Cheap Caribbean at 7:08 am to make them aware that I was denied check in for boarding the plane. I was told to call ******** Airline and see if they could put me on another flight. I called ******** Airlines @ 7:18 am and was told they didn't have any other flights leaving out on Friday. They instructed me to contact Cheap Caribbean. They also offered me a reschedule date of Friday, October 17. I called Cheap Caribbean with the proposed reschedule date and was told they would contact the Airlines and ********** hotel and let me know the results because per their contract with the hotels they can not reschedule dates. In the meantime, we are standing here watching these 2 couples furious because they were pulled off the plane because it was overbooked. The representative then told them that they were booked with Airtrans that leaves at 9:52 am on Friday at their expense and call the 1-800 number for ******** Airlines and they would be refunded for being denied boarding and receive compensation. (WOW) I called the ******** Airlines back at 7:27am and tried everything I could do to make this situation right. I was on the phone with them for 13 minutes. At 7:43 am my husband called Cheap Caribbean and was told that they could get us on a flight leaving out on Saturday at our own expense for $322 per person, but they could not extend our vacation days which means we would have to return Monday. We would arrive at the *** airport @ 2:30pm, wait for luggage, drive 45 minutes from the airport to the hotel, check in the hotel and get situated around 5 pm. That would allow us a half day Saturday, all day Sunday and back to the airport Monday @ 11:30 for a 2:30 return flight. $2530 for a 1.5 day trip was not accommodating at all. So we declined that offer. We finally spoke with Tom the ***** Vacations rep on site at the airport and he basically told us there was nothing he could do, but contact Cheap Caribbean and they should be able to help us since we booked our vacation with them. At 8:33am, I called ******** Airlines back again to see if they could change our flight to Friday, October 17th, but was told because we were booked as an ***** customer and did not book through the ******** airlines that they could not reschedule the flight. Told us to contact Cheap Caribbean. At this point, we realize that this trip was not going happen and we left the airport. At 10:39am, I received a call back from the Cheap Caribbean rep that our only option was to fly out on Saturday and return Monday as planned. I told her to cancel the reservation and refund any money from the hotel. It gets worst, Cheap Caribbean does not refund they only give you a voucher for your next travel :-(!! I could not believe that Cheap Caribbean was not able to reschedule my dates. Hotels are very accommodating as long as you are not asking for a refund. They could not make us pay a change fee to change our return flight since it was already overbooked? I think the Airline would have been accommodating as well. I feel like somebody went in my pocket and took $1800 from me. I have never in the history of travelling ever experienced service this bad!! I have never booked travel with a travel agency and from this experience I never will. I will be filing a claim with the Better Business Bureau as well because this is totally unacceptable. I know that better results could have come out of this situation because it has for me in the past traveling to Aruba. My flight was cancelled due to weather conditions and I didn't pay for insurance and the airline put us on the next flight out the next day. The ******** ******** & ****** Hotel did not charge me for the first night. They only charged me for the nights I stayed. I sincerely hope that this doesn't happen to any other customers because of policy and contracts because this was not good customer service.

Desired Settlement: I would like my a refund or reschedule for my return flight. They have already given me $277.00 credit for the hotel fee that was around $600. I am not happy that I am out of $1200 for the round trip flight.

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 8/18/14 The client purchased round trip airfare from *** to *** for 3 nights stay at ********** ***** ****. The client purchased this vacation for 2 passengers traveling 10/10/14 – 10/13/14 at a total cost of $1856.42 Package costs breakdown is as follows: $654.94 Hotel ($218.31 per night) $1176.48 – Airfare $ 25.00 – Promo $1856.42 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: 10/10 we were contacted the client that he did not check in on time. At this point we reviewed all options. We advised client that he would in this case need to purchase his outbound flight and would be able to keep his return with ******** as previously booked. We provided flight options and cost associated with the flights. We also at the same time contacted the resort to hold his reservation. The client spoke again to ******** for alternative options. Since the client did not wish to purchase additional flights with an alternate carriers and declined the re-protection flights offered by ******** for Saturdays travel the client decided to cancel. At this time all penalties applied. Full air penalties applied along with a 2 night resort penalty. Client was then issues a CheapCaribbean.com Future Credit in the amount of $277.47 (see attached) **(We later found this amount to be an error on our part as the credit should have been issued for less in the amount of $218.31. The client was not informed of this since it was an error on our part) Per CheapCaribean.com Travel Voucher (see attached) : It is strongly suggested that all passengers arrive to the airport at least 2 1/2 hours prior to departure to ensure proper check-in. Per ******** Airlines Website: Check-in Time You and your baggage must be checked in for internationalflights at least one hour prior to departure. We strongly recommend coming to the airport earlier during peak travel times, such as holidays, because those lines are long...everybody wants to go. Per CheapCaribbean.com Terms and Conditions (see attached) : CHANGES, CANCELLATION, PRICING, FEES The credit card holder must call CheapCaribbean.com to change or cancel any portion of the reservation. We are not responsible for any changes or modifications that are made to the reservation without our assistance. Changes to, or cancellation of, any portion of the reservation will be assessed a $50 per adult (age 12 and above) fee, plus any hotel fees up to 100%. If changing or canceling a published flight, a $200 per person, per airline fee will be assessed. Changes or cancellations to a charter flight 45 days prior to departure will incur a $45 per person fee. Changes to a charter flight 44-31 days prior to departure will incur a $75 per person fee. Changes to a charter flight 30-8 days prior to departure will incur a $250 per person fee. Changes to a charter flight 7-0 days prior to departure will incur a $500 per person fee. Cancellations to a charter flight 44-31 days prior to departure will incur a $125 per person fee. Cancellations to a charter flight 30-0 days prior to departure will incur a 100% cancellation fee. If cancelling, after fees are applied, a Future Travel Credit will be issued for the balance remaining. If making a change, you will be responsible for the above fees, plus any increase in cost resulting from the change. On 10/14 our Customer Care Department received an email from our client. Once reviewed we sent him the following response: From: Customer Care Sent: Tuesday, October 14, 2014 8:37 AM To: 'tiacford1@verizon.net'Subject: RE: Booking Cancellation ********.3 Re: Booking # ******** Dear *** ******, Your reservation has been forwarded to the Post Travel Customer Care Department for further assistance. We apologize in advance for any issues that you may have experienced. We have reviewed your reservation in full, regarding your situation with the missed flights on ******** Airlines. As per the conversation that you had with our office on October 10, 2014, you have advised that you arrived to the airport one (1) hour before your scheduled departure time. Please be advised that, for international flights, all travelers must be at the airport at least 2.5 to 3 hours prior to the scheduled departure time, in order to ensure boarding. In addition, we are showing that several options were provided by our Concierge staff, regarding a re-scheduling of your trip. While we do realize that these additional options were with an increased cost, our staff did assist you to the best of their abilities in an attempt to reschedule your trip. Management staff at CheapCaribbean.com fully reviewed your situation. As the delays you experienced were in no way caused by CheapCaribbean.com or ******** Airlines, there is no further action that we would be able to take regarding this incident. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience. Thank you again for choosing CheapCaribbean.com! 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. Attached: Client Travel Documents CheapCaribbean.com Terms and Conditions Clients Future Credit

10/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We booked a trip with Cheap Caribbean and due to the Hurricane in **** we are unable to go on the trip. After talking several times to employees in the call center we continue to get different stories about what our options are. One employee said there is nothing that can be done, one said we can change our trip to a different location without any airline fees or resort fees it would be the same cost as our **** trip, one employee said we can be fully refunded with no cancelation fees. After speaking to my fiancé about what we should do we decided to get fully refunded, when calling Cheap Caribbean back to get refunded we were now told this is a non-refundable company and no one there would say that. I tried to explain that is what we were told and the customer service rep wanted to tell me over and over we can rebook another trip and pay the extra fees, this wasn't an option it's less than 2 weeks away and the fees would be double the price. Unfortunately the rep wanted to just repeat himself over and over rather than help. My fiancé called and spoke to a supervisor who was worse than the reps we had talked to and she didn't want to do anything to help, she refused to listen to the call where we were told we could be refunded and made us feel like it's our fault there was a hurricane that destroyed parts of **** and it's our fault for booking with them cause they don't help their customers. The supervisor was extremely rude didn’t care what my fiancé had to say and didn’t even try to help at all.

Desired Settlement: We would like to be refunded for our Honeymoon as we were told we could be.

Business Response: In review: Please be advised that the clients will be refunded in full for their reservation due to the impact of "Hurricane Odile" and waiver offers from the airlines and resort. On 9/29 the clients were contacted by phone by a CheapCaribbean.com Service Agent informing them of the offer. The refund has been posted to the clients credit card on file as of 10/3/14 in the amount of 2422.36. 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. Thank you.

10/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: As per the recent National Labor Relations ruling on ********* and their subcontractors, which set a new standard on the culpability of subcontractor’s and partners, my compliant, is particularly relevant. I booked a flight and an "all-inclusive" vacation through Cheapcarribean.com. Certain factors were out of Cheapcarribeans.com's control, such as the two delays I dealt with on the flight en route to the resort destination, and the fact that it rained for the vast duration of our vacation. However, I do hold cheapcarribean.com directly responsible for false advertising and unsubstantiated claims not consistent with the Federal Trade Commission’s Bureau of Consumer Protection guidelines. I have outlined briefly just some of the issues I dealt with: Advertising: 1. There were 12 restaurants advertised, however only two could be eaten at without a reservation. I received three initial reservations, but I called every night to arrange another reservation, and every time I was told nothing is available. 2. The "all-inclusive" package claimed it included all food, however there were dishes that were not included in the price. Service: 3. Upon arriving at the resort, I was told we would meet a cheapcarribean.com representative the next day at 11:00 am to arrange our return ground transportation. After I waited for 1 hour and the representative did not show, I was forced to call cheapcarribean.com at an outrageous international call rate to resolve the issue. 4. Upon arrival, I was constantly harassed to take a time-share sales presentation. I paid to go on a vacation, not to be constantly harangued. 5. The maid constantly walked in without knocking. I dead bolted the door, however she still kept coming in unannounced after I repeatedly asked her not too. Safety: 6. Upon arrival, I received several calls attempting to get me to go outside of the resort. One caller claimed to be the hotel transportation, and said he worked at the front desk. When I asked for his name and investigated, I was told no such employee worked there. Safety is of paramount importance to me, and from the sheer number of these calls I received; this is an extremely common occurrence. To not mention this danger is at best negligent and at worst malicious intent to cause harm. 7. I was told the room I was staying in would be fumigated. The problem was I still had another two days in the room. Fumigation contains many dangerous chemicals to the human body. I called to cancel the fumigation, however the staff showed up at 7:30 am to fumigate anyway. After I told them I did not want my room fumigated while I was staying there for safety reasons, they returned twice more. So I had to repeat the same thing. 8. There was not adequate protection against bugs. I received 10 bites during my stay (documented in photographs). The walls were literally covered in hundreds of bugs; it was a nightmare scenario (documented in photographs). 9. The heat and humidity was stifling, and the air condition was turned off for 12 hours at a time. 10. The drinks that were served were unsanitary; I was served a drink with a drowned bee in it.

Desired Settlement: Cheapcarribean.com, Inc. should reimburse me for this horrible excuse of a vacation which the false advertising and the dangerous and unsanitary conditions contributed to.

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on March 25, 2014 The client purchased round trip airfare from *** to ***, 5 night stay at the ******* **** ***** & Spa Resort The client purchased this vacation for 2 passengers to travel 8/22/14 thru 8/28/14 at a total cost of $1500.10 A trip cost breakdown is as follows: $463.00 Hotel $1081.40 Airfare $56.00 Transfers ($-100.00) - Promo Discount $1500.40Total 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.” In review: 3/25/14 Client called after making the booking to change and advised of the cost. No changes made. 8/8/14 Client called to add transfers agreeing to our terms and conditions prior to purchase 8/21/14 Client called to upgrade to first class – was advised to call the airlines for assistance 8/22/14 Client called to let us know of their flight delay – CheapCaribbean.com notified ******, the transfer company, of the change 8/23/14 Client called as he didn’t see the transfer representative at the resort to schedule his return. As requested we send email to the client with the return time provided by ****** of 12:30pm: From: CheapCaribbean Reservations Sent: Saturday, August 23, 2014 3:52 PM To: *************************** Subject: Confirming Pick-Up Time ******** Good Afternoon -****** was able to confirm that the pickup time on 8/28/14 will be at 12:30 pm. They have also advised that the representative is at their help desk daily from 9 am - 6 pm if you have any additional questions. We had not further communication was received from the client from this point on. Regarding restaurant reservations: per the website at the time of booking the resort does state the following: A La Carte Dining (see page 5 attached) A la carte dining is offered at seven specialty restaurants, which all require reservations. During periods of high occupancy, it may not be possible to secure reservations for all nights of the stay. Certain dishes may require an additional supplement. NOTE: Not all restaurants and bars are located on-site; some restaurants are located in other parts of the ********* ******** Vacation Club complex and are accessible on foot or by complimentary shuttle A La Carte Reservation Guarantee (see page 5 attached) Guests staying a minimum of 4 nights will receive 3 guaranteed a la carte restaurant reservations in their check-in envelope, good for future nights. Guests should check with guest services daily to see if additional restaurant reservations have opened up in the evening. At stated on our website: All hours, fees, amenities, information and services are subject to change without notice. (see page 11 attached) 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 regarding resort services we would have been more than willing to immediately address their concerns with the resort for a more satisfactory experience for our client. When the services are completely rendered in full we are limited to offering the client the compensation offered by the resort. Please see the attached documents including the booking summary, the Terms and Conditions that where agreed to by the client at the time of booking and a resort description from our website. 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. No further compensation is being offered at this time.

Consumer Response: Complaint: ********

The primary reason I was unsatisfied with CheapCarribean's services was:

A.) Blatantly false advertising as described in my complaint.
B.) Failing to vet the hotel for basic safety requirements (i.e. fumigating my room during my stay and multiple attempts to get myself to leave the resort and go to someone's van.) 
Cheapcarribeans defense:
Essentially, Cheapcarribeans defense boils down to they are no liable because I agreed to their terms of service which state “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.)

Why their defense is not applicable:

Under the United States Federal Trade Commission 15 U.S. Code § 45, their disclaimer of liability is clearly illegal, when their is no specific boundaries set forth, i.e.  "Without limitation". Therefore, although I did agree to their terms of service, because of their ambiguity in their liability disclaimer, they ARE responsible for their advertising, as has been upheld in case precedents for the last 50 years. 

The same applies to the safety aspect. If 50 years of case precedent isn't enough, I suggest you take a look at the 2014 U.S. Supreme Court ruling on Mcdonald's and their subcontractors. Clearly this issue wasn't resolved on here, so it I will be looking into alternatives to resolve this grievance. 



Regards,

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








Business Response:

We have spoken directly with the client and has accepted our offer of compensation to resolve this matter in full.

As noted by the client she was waiting at the ***** ********* **** ******** which she upgraded to during her stay and communicated this information to ******.

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

Package Breakdown:

690.82 Resort

577.01 Airfare

25.00 Transfer

1292.83 TOTAL PACKAGE

Business Response:

In further review of the situation our position remains the same.

Thank you.

10/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There are several issues here: 1) pre-paid services that were not rendered; 2) unresolved communication; 3) financial and emotional stress as a result of items 1 and 2. July 1: purchased all-inclusive trip from US to Jamaica. Purchased included round-trip transportation from airport to hotel. August 6 / 10: arrival to Jamaica (included transport to hotel); departure from Jamaica (transport failed to pick up at hotel at designated time). Hotel called taxi; secured letter from hotel stating when I was in lobby and waiting for taxi. August 15: Wrote to company with details and requested a refund. Message summary was as follows: I purchased an all-inclusive trip from Cheap Caribbean, including travel to/from the resort/airport. On the return trip to the airport on August 10th, transportation failed to arrive. Reservations were confirmed with ****** at least 48-hours prior to pick-up. Pick-up time was to be 4am on the morning of the 10th. I was in the lobby no later than 3:40am. After waiting over 45 minutes for my scheduled transportation, the hotel called a taxi to deliver me to the airport. I am requesting reimbursement for the taxi expense ($60) minus advancement payment that was intended to secure safe and convenient transportation ($25), for a total of $35. [included copies of receipts] August 22: Received email from said company, indicated that they would not honor my request. That communication was as follows: "er the information that CheapCaribbean.com has received from Management at ******, they are advising that their driver was dispatched to the ***** ********* Jamaica Resort for a pick-up of three (3) persons, including yourself. Their GPS tracking showed that the driver was at the hotel at 3:57am and left a few minutes after 4am. The driver’s dispatch shows that he received all clients and provided transfer services. Based on this, ****** is unable to issue any refunds for the transfers or for your additional taxi expense. However, as a gesture of customer service and for bringing this information to our attention, we will be refunding $12.50 to you, as that is equal to the amount paid for one-way transfers on your reservation. The refund will be issued to the original credit card on file that was used to book the reservation. Please be advised that it can take up to 7-10 business days for the refund to show on your credit card, depending upon your financial institution." August 23: I asked for 1) an itemized copy of my bill since this was never received and 2) a customer care representative to contact me to explain the company's policy. The communication was as follows: "I would like to have a customer care representative contact me about my initial request for a refund after my experience booking with Cheap Caribbean. I am also requesting an itemized bill. It was understanding that one-way travel was $25, for a round-tirp total of $50. I need for my records an itemized statement separating out expenses for both hotel and travel. Thank you in advance for accommodating this request. I have questions regarding the information received and do not understand how I could have been at reception (Hamilton) for over 45 minutes with no information about the services I paid for in advance. The reception called the ***** ********* three times to inquire about n ****** pick up. Each time we were informed that a taxi had not arrived. I requested initially that Cheap Caribbean contact me for additional details. Please do this. I also have a letter from the hotel confirming that I was in the lobby and waiting to be picked up for my pre-paid service." Please note, I have copied of all receipts and the letter from the hotel.

Desired Settlement: I would like a FULL REFUND for the expenses I incurred as a result of this mishap. And I would like an itemized bill that clearly indicates the hotel, travel voucher and air expenses. I am not sure what the final amount in dispute it since the company refused to provide an itemized list of expenses. I paid $60 for a taxi to the airport.

Business Response: We have spoken directly with the client and has accepted our offer of compensation to resolve this matter in full.

As noted by the client she was waiting at the ***** ********* **** ******** which she upgraded to during her stay and communicated this information to ******.

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

 

Package Breakdown:

690.82 Resort

577.01 Airfare

25.00 Transfer

1292.83 TOTAL PACKAGE

9/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a 5 day 4 night honeymoon trip for my fiancé and myself to *** **** Puerto Rico at the *** **** ******** & ******* Casino through CheapCaribbean.com that included hotel and flight. We are scheduled to depart from *** *****, MO on 09/15/14 and return 09/19/14. I paid for the trip on 08/15/14 through the CheapCaribbean website via my credit card. When I selected all the details for the trip my total came to approx. $760/ per person before insurance. When I went to book the trip the website initially told me that that the price increased while I was booking the trip. I re-launched the webpage and was allowed to select the trip for the $760/ per person. Including the Enhanced Insurance that I purchased, based on my calculation the trip amount should have been approximately $1600. When I reviewed my credit card statement the trip was showing as $1846.06 or $923.03/ per person. I then contacted CheapCaribbean via their phone number to request a detail 'Cost Breakdown'. I was provided the breakdown which was filled with misprints, and had the total for my trip listed as $18,860.06. I contacted CheapCaribbean, again, via their phone number to tell them of incorrect breakdown I received and of the overcharge that I noticed on my credit card statement. The rep on the phone notified me that there was absolutely nothing he could do to rectify the matter. I noted to him that I would contact the BBB as I feel was either improperly charged or deceived into thinking the trip was approximately $150-$200 cheaper than it actually was. The rep held the phone and said, "As I said before there in nothing I can do."

Desired Settlement: I would like to receive a credit to my credit card for the difference in the advertised amount and the amount actually paid, which I believe to be between $150-$200. I believe I was deceived into booking a flight and then charged a higher amount without my knowledge. I desire a credit to my credit card for the $150-$200 difference in cost I was told I was paying and what I was charged.

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on August 15, 2014 The client purchased round trip airfare from *** to ***, 4 night stay at the *** **** ******** and ********* Casino The client purchased this vacation for himself and one other passenger to travel 9/15/14 thru 9/19/14 at a total cost of $1846.06 A trip cost breakdown is as follows: $1124.50 Hotel $661.40 Airfare $160.16 ($-100.00) - Promo Discount $1846.06 Total Package = $923.03 per person • 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 • 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 Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD Balance $ I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions In review of the client online transaction we recovered the following information: Customer initially selected flights departing @ 6:19 am *** and 3:10 pm from *** Customer then went back to the homepage and selected the 7:15 am from *** and 4:02 pm from ***. On the insurance selection screen it shows the total cost without insurance is $1,685.90. The customer chooses Enhanced insurance at $80.08 per person. Therefore the purchase price for the reservation is $1,846.06 . This cost is not added to the total on the right side of the screen until the customer selects the ‘Checkout’ button on the insurance page and continues to the final checkout screen. **Please see the attached documents for capture of the clients viewing of the CheapCaribbean.com website labled: Document1 Total Package Agree to purchase: $1,685.90 - hotel & flight +$160.16 – insurance -$100.00 discount $1,846.06 total trip cost Clients received the attached travel document at the time of purchase disclosing the purchase price in which he booked online. The client is fully responsible for this charge. 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.

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a total trip package for airfare and hotel to **** *** *****. The goal was $2,379.16. When we arrived at the airport, our ********** departure flight (*** to ****** City) was delayed for 9 hours. My sister and I were expected to spend the night in ****** City and then catch a flight the next day to ****. We ended up buying another flight through ******** Airlines to **** to avoid spending the night in ****** City. When we went to check in to our flight leaving **** we were told we had been taken off the flight (they cancelled us). It was never indicated to us that paying for a new flight to avoid the 9 hour delay would cause them to cancel our return flight without our knowledge. No one was able to assist us and we were stuck in ****** with no representative to support us. We were never given the option to buy new seats on the ********** flight. The representative that they said we had would not speak to us and would not call the airline to help with translation while we were stuck in Mexico. Two young girls, now stuck in Mexico. Of note, our reservation states "all cheapcarribean.com reservations are non-refundable, non-cancelable, and non-changeable as per our terms and conditions." However, CheapCaribbean took it upon themselves to break their own policy by allowing our return flight to be cancelled.

Desired Settlement: I would like to be reimbursed $1,800 for the 4 one-way trips to and from **** made by my sister and I. I have receipts that can be viewed if needed.

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on 7/9/14 The client purchased round trip airfare from *** to ***, X 4 night stay at the *** ***** ** The client purchased this vacation for herself and another passenger to travel 8/4/14 thru 8/8/14 at a total cost of $2379.16 A trip cost breakdown is as follows: $1060.82 Hotel night) $1323.34 Airfare $95.00 Transfers ($-100.00) - Promo Discount $2379.16 Total Package Client declined the purchase of travel insurance. • 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 • 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 Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions Review of reservation: After review of our records we show that the client did not contact us prior to their original day of departure. All communication regarding their flight delay was done through the client and the airlines. The clients took it upon themselves to purchase new outbound tickets. We were never aware of their decision. We only were advised of the client “no show” on departure when the client’s mother called on 8/7 to say her daughter was unable to check for the return on **** ******. Since the client no showed and the airlines cancelled their ticket the airlines were now in control of their tickets. CheapCaribbean was no longer allowed to alter the tickets in anyway. It was at this time when we called the airlines directly since we no longer had control of the tickets and informed by **** ****** the clients “no showed” so their tickets were cancelled in full. Client purchased return tickets with **. The client contacted us upon their return on 8/8 and the following email was sent to the client on 8/9 from CheapCaribbean Customer Care Department: From: Customer Care Sent: Saturday, August 09, 2014 10:01 AM To: *************************' Subject: RE: Online Reservations Services: ******** _______________________________________________________________________***** ***** ****** ***** ***** *** * **********, PA *****Phone: ***** ********* * Fax: ###-###-####August 09, 2014Re: Booking # ******** Dear *** ************, Thank you for contacting CheapCaribbean.com and thank you for taking the time to provide us with this valuable feedback. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. Per our records, we received a telephone call on August 07, 2014 from your mother who advised that you were having difficulties checking in for your return flight. Our Ticketing department then contacted Aero ****** to inquire on the status of your tickets. Per the information that we received from Aero ****** that day, yourself and ***** were marked as a “no-show” on your outbound flights from ****** (***) to ****** City (MEX) on August 04, 2014, therefore the airline automatically cancelled your return flights. Please be advised that if the outbound flights on a roundtrip ticket are not used, the return flights are automatically cancelled due to TSA and security regulations. At this time, we can only advise that you contact **** ****** directly to inquire on any possible compensation or credit for your flights. For your convenience, we have provided their information at the bottom of this email. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience. Thank you again for choosing CheapCaribbean.com. On 8/19 the client left us a voice message. We returned the call and left her a message advising if she was seeking reimbursement to reach out to **** ****** directly as we were no longer able to touch the tickets. We also left our contact information if she wished to speak to us again directly. Our records indicate no return call was made by the clients. The client is fully responsible for this charge. The client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking. Please see the attached documents referencing our Terms and Conditions that were agreed to by the client at the time of booking. 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: [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: your terms and conditions tell me you cannot change flights but you canceled mine. I have called your customer service reps several times and they have all told me that they will try to help but nothing is ever done. Below is the message I received from **********.

Dear **** *******

 

I apreciate the time you took contacting us. 

Its very important to ********** keep satisfied passengers, your comments are very helpful to achieve this purposes, and allow us to make more effort to optimize our service. We have send your comments to the specific area to avoid this situations happen next time, and bring you the quality service you deserve. 

Concerning about the issue with your delay, you need to contact your travel agency where you purchased the tickets "Cheap Caribbean" so they can further assist you with this problem, "Cheap Caribbean" need to contact us on your behalf to resolve this issue.

**** *******, We extend our apologies and we hope you to allow us to show you that day by day we work to be the Airline of your trust and preference. 



This is unacceptable.
Regards,

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








Business Response:

We have been in contact with **** ******.  As of yesterday (9/11/14) remarked the clients *** that a refund is in process. Typically it can take anywhere from 6- 8 weeks to receive the confirmation of the amount to be process. Once we are able to confirm the offered refund amount we will notify the clients and post the refund offer to the credit card on file.

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 will wait for the refund in 6-8 weeks. If there is a change, please notify me immediately. 

Regards,

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

9/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Sewerage odor in the rooms and hallways, Air Condition in room not working, Mold and mildew odor in restaurant, broken sharp edge outside of lobby entrance, cut leg, We have a disability and asked for 1st floor but was put on 3rd floor, no elevators,Staff was friendly until we did not buy time share. We spent our whole first day being showed a time share which was not included in our package. Birds eating the food in the restaurant and staff not replacing it. We asked for a bigger cart but my fiancé had to ride on my lap.

Desired Settlement: 1421.37

Business Response:

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

 

The clients booked a vacation with a CheapCaribbean.com representative on May 27, 2014

 

The clients purchased round trip airfare from EWR to POP for 4 night stay at ********** ******** ***** Resort and Spa and Round Trip Airport Transfers and Standard *** Insurance protection

 

The clients purchased this vacation for August 10th and August 14th at a total cost of $1421.37 

 


Package cost breakdown is as follows:

 

$332.00  – Hotel ($XX per night)

 

$1034.20 – Airfare

 

$56.00 – Transfers

 

$99.17- *** Insurance Protection

 

$-100.00 – Promo

 

$1421.37 Total Package

 

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:

  

The clients called on May 27 looking for deal around a budget price. The agent gave the clients some options and they settled on ********** ******** ***** Resort and Spa and agreed to all terms and conditions of the vacation package

 

Terms and Conditions attached.

 

 

We had no communication with the client while in destination.

 

 

On 8/18 upon their return the clients wife called to discuss their experience and expectations while at **********.

 

She expressed her concerns as mentioned in her statement.  We spoke about each issue and how they went about resolving these issues with the resort.

 

 

The client mentioned that they needed a room on the first floor. However we advised her that this was not mentioned in the conversation with the agent when booking nor noted on page 3 of her travel documents under "Special Requests". Only mention made was a need for a king bed in the booking call with the agent and as noted.  Had we know of their specific needs for a room on the 1st floor we would have made certain to have added this request to make their stay more comfortable.  Attached are the clients travel vouchers.

 

The client did mention in the call to us that the resort did offer to move them to their sister property next door after they were made aware of their concerns to a one Bedroom Suite. However the clients declined the offer due to the proximity of the room location to the pool and restaurants.   The client remained in the room as received at check in.

  

We spoke about the timeshare presentation they attended. Advised this is not a requirement nor did they need to attend. This is purely an option offered by the timeshare company on property. We apologized for the inconvenience in which they felt to encountered.

 

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 as explained to the client.  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 wants made right, right then and there. If satisfaction is not reached we then suggest of course contacting us from destination for further assistance.

 

As a gesture of good faith we offered the client $200 in Sun Dollars (which has been added to their CheapCaribbean account) to apply towards future booking with CheapCaribbean.com. This offer was accepted by the client.

 

 

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 are rendered in full.

 

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,

***** *****

9/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Run around refund regarding employee call for confirmation from me as the consumer

Desired Settlement: I'd like the trip cancelled and to be refunded the full amount for myself and my additional 4 travelers on this confirmation. The company should have emailed concerns to me to inform me that I had 24hrs to contact them if I wanted to continue or not. They should not have booked travel until they contacted me to confirm the concern they wanted to bring to my attention, as regarded in the voicemail left by Mia. I have been transferred, hung up on, left on eternal hold, spoken w/ Julie, Mia, DanielleX2, SusanX2, Corey, Theresa, and asked to speak w/ Melanie several times and left voicemails. I've now been transferred to Melanie R********* who is also apologetic but not changing anything. I never spoke with anyone to confirm my acceptance & did not feel like I was afforded the opportunity to confirm or deny the trip, as I did not know there was a concern to be given 24 hours to respond to a voicemail I wasn't aware of. The call was more of the check the box; I called they didn't answer so they accept. That is no way to do business & if that is the way it was going to be done there was no reason to place the call to notify me. I've been offered to cancel using the insurance at my expense of time and money. I'm recovering from surgery, and spent several hours on the phone being bounced around trying to cancel this trip. I feel this is shady business. Each time I tried to cancel I was given the laundry list of why I should go, how much more it will cost me to rebook, and asked why I want to cancel. I want to cancel because I waisted an entire recovery day chasing down the you will not have to pay the double charge answer, and by the time they offered that I no longer wanted to continue and had stated that before. I had foot surgery, and my parents are senior citizens so the offer of going and receiving a voucher for excursions was not an feasible offer, I couldn't cancel the insurance that seems to be worthless, the trip that I wouldn't have booked if I could've spoken w/ someone & given the option, offered a private shuttle but we already paid for a ride roundtrip between the airport & resort. I'd like my full refund back that is true customer service, I'm shaken, and upset about all of the shaky info that has come my way. I told them from the moment I was in contact that I was not given the opportunity to agree or not, like the call made it appear. I was told I'd get the changes I made by Mia when I had not made any and then she gave me attitude saying she wouldn't have made changes w/o talking to me I quickly reminder her that we never spoke and that she left me a voicemail and she quickly tried to change her attitude. I was told the call would be reviewed before I could cancel, yet I received several calls trying to convince me to go and or cancel at cost to me through the insurance I paid for. Everyone was apologetic until I told them I understood but did not want to continue w/ the trip and wanted to be refunded and they became brash. If the company requires customers to receive a call to confirm, the trip should not have been booked, everyone said she booked thinking about me so I wouldn't miss out on such a good price. If it is truly about the customer then I shouldn't be getting the run around to cancel the reservation and it should not be at my expense. Perhaps it wouldn't have been an issue if they took care of the double fee from the start but it took several calls and transfers and me to get upset before that was offered and now I'm stressed out about the trip and no longer want to or feel comfortable going on the trip. Everyone was sorry and Mia's supervisor understood she was out of the office Sun-Mon (which means I wouldn't have gotten in touch w/ her over the 24 hrs anyway), and that I should have called customer service, which that was not a part of any message so I'm not sure how I would have known that. I should be able to cancel w/ full refund for poor customer service and practice of proceeding to book after contacting a customer to request agreement and confirmation of travel plans of note, that is not presented in a manner to make honest efforts to contact the customer before booking. If Mia decided to proceed it should be on her to refund the travel that was not confirmed w/in the 24 hours, her message could have just as easily said if you do not confirm I will not proceed with the booking since she had to take the time to call me to inform me of the double fees. It is not on me as a customer that she took it upon herself to proceed without my approval. Melanie is trying to figure out what can be done, but not working with me to refund and cancel my trip in its entirety as I've requested with several reps who I have explained my reasonings and they all understand but say I should just go. I work to hard for my money as an Active duty Soldier for my county and my recently retired Soldier spouse to feel like I'm being taken advantage of and forced in to the corner on something that was not done appropriately.

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on August 2, 2014 The client purchased round trip airfare from DCA to SJU, 4 night stay at the **** ***** Golf Resort Puerto Rico The client purchased this vacation for ***** ******** and herself to travel 8/26 thru 8/30 at a total cost of $3205.57 A trip cost breakdown is as follows: $1160.96 Resort $1538.50 Airfare $ 606.11 Transfers & Excursions ($-100.00) Promo Discount $3205.57 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 • 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 Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions Recap of resolution: 8/2/14 Client was contacted and left a voice message advising to contact us regarding her flight situation. Advised to contact us with 24 hours if she choose to cancel. 8/5/14 Client contacted us and after explaining as a gesture of customer service we did not cancel her reservation instead we keep her flights intact and advised we would, as gesture of customer service airline penalties were reduced if she indeed need to make a change to her flights prior to departure. Client at this point was upset, wanted to cancel and start over. We advised that nothing had changed to her reservation and if she wanted to cancel she had the option to file a claim as she had purchased “AON Enhanced Insurance” with coverage to cancel at any time. Or cancel and receive a CheapCaribbean.com Future Credit. Both of with she denied to do at this time. We further attempted to assist the client with options of resolution as nothing had change to her reservation and remained as she had book online. Offered the client’s $200 Future Credit to apply towards an excursion of her choice or complimentary private transfer. Client at this point did not cancel. 8/15/14 Client called and requested to make a change to a resort in San Juan for convenience. We priced out a few options. She then agreed to make a change to the San Juan Marriott. We deduct the credit offer of $200 towards the change and charge the client credit card on file, with her agreement an additional $313.46. Client was sent new travel documents reflecting the change and added charges. The client is fully responsible for all charge in full 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 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 further compensation is being offered at this time.

Consumer Response: First of all they don't even know what they are talking about, I purchased a trip for 5 including myself & have no idea who the person is that they mentioned as my travel companion in their response.  Actually I called 4 & 5 Aug given the run around several times & additional dates prior to the 15 Aug change. I understand the agreement that was not my concern. My concern is pretending to go through the motion to notify a customer of something & giving them 24 hrs over voicemail to accept or deny when the initial reservation is sent over email or the representative just takes it upon themselves to do what they want, leaving the customer w/ the issue of being at the mercy of the company. Yes I am very upset w/ the way they handle business & the games they play about reviewing phone messages to see if things were done appropriately, of course they come back saying they did everything right. I contacted Melanie R & after 3 attempts (Mr. P**** & Ms. L****) actually found the name of the current president Mr. D****** who I emailed & never heard back from as the other 2 messages were sent back because they are no longer Presidents w/ the company more than likely based on how the business handles customers. 

As the trip is quickly approaching & it appears I would not be compensated in a way I desired prior to those dates, I decided to request the resort change fee be waived & move closer to civilization. It shows lack of customer service & attention in the inaccurate response the company provided. Thank you for all of the continued apologies & the waived resort change fee. The business should really look in to notifying customers in the same manner the reservation is sent & not proceeding w/ a reservation if genuine efforts have not been made to contact & confirm things of note w/ the customer. 
Complaint: ********

I am rejecting this response because:


Regards,

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








8/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Booking ID #’s: ********.* & ********.1 To Whom It May Concern: We just returned from our vacation at the ***** ***** ******** Jamaica and I am writing to tell you, how disappointed we were with the facilities. This is the second trip we have booked through Cheap Caribbean, the first we loved and had absolutely no complaints about, we actually recommended the resort & Cheap Caribbean to another family, who booked it through you in April. The second vacation, we wasted 3 days of our 6 day vacation trying to fix our issues and finally surrendered because it was a losing battle! I did speak to someone at Cheap Caribbean on the third day of our trip just to let them know how disappointed we were, we had already wasted so much time, we realized we could either continue wasting our vacation time or just enjoy what was left of it, so they told us to contact you when we got back. Let me start by saying, the property of the ***** ***** ******** is beautiful, however, it is poorly managed and maintained! The customer service is less than 0! When we booked this resort through Cheap Caribbean, we told the agent we were traveling with 8 people and needed 4 bedrooms. We requested adjoining rooms or rooms close together and in the same building as we were traveling with 4 teenage children and 4 adults and the resort did not offer 2 bedroom suites. Cheap Caribbean told us they would request the rooms but there were no guarantees. When we arrived, 2 rooms were in building 14 and 2 rooms were in building 18, which were not very close at all, as it was a very big resort. The adjoining rooms we asked for were not adjoining at all and were 4 doors away from each other, which meant the parents had to stay in separate rooms all week, NOT acceptable, as this was a family vacation and we had booked it months before and a resort of that size, should of had some way to reserve rooms at least in the same building! We complained multiple times and to multiple people for over an hour upon arrival and they told us they would move us the next day. The next day, the rooms in building 14 had to pack up by 11:00am and put all their stuff in storage, which meant we had no room and none of our stuff until 3:30 that day. The new rooms were not adjoining, but they were in building 18 and they were across the hall from each other, which wasn’t perfect but much more acceptable. Also, we had asked for 2 king rooms and 2 double bed rooms, the King rooms were fine, but the “double” rooms were one King bed and a full bed pushed against the slider, which made things tight and there was no dining area as was pictured in their double room nor was it what we had paid for. The rooms were spacious, however, the lights on the outside wall were out, the light in the shower was out, the toilet seat was not fastened onto the toilet, so it fell off, the shower head fell apart in our hand, the shower was clogged and did not drain, so it overflowed every time you showered, the sink nozzle was broken, so it splashed everywhere, there were no bath towels on multiple days, the patio slider handle fell off in our hand, there were no blankets or comforters on the bed, and the pillows were like one pillow cut in half or foam just shoved in a pillow case. When we called for room service, no one ever arrived and after our original dealings with the staff and the time we had already wasted, we just fixed the things we could on our own and lived with the other issues. Also, the elevator in our building was “Out of Service” for 2 days. The ****** representative that Cheap Caribbean has is useless, she gives you the “20 minute check-in presentation”, which takes about 45 minutes and basically it’s just to sell their excursions. She was supposed to resolve our room and dinner reservation issues on the second day and we never heard anything from her, so we never went back to her because it was a waste of time. The bus that picks you up from the airport to bring you to the resort is very underpowered, they could barely go up the hills without having to turn off the air conditioning, all the other buses where passing us and beeping at us. We waited about 30 minutes on the bus before we even left the airport and then the driver stopped at a “dive” for a 10 minute break, only to get back on the bus and be at our resort literally 3 minutes from the “dive” stop. We weren't happy about that, but chalked it up to the fact that other people were on the bus and had further to go. After speaking to multiple people, including managers and our ****** representative, we spoke to *****, who was the “owner’s representative” and he promised us on two separate occasions, that he would work everything out for us and make it right. Sadly, we never even heard back from him! Poor representation of the owner! Three “guaranteed” dinner reservations? That was a joke! We arrived on a Saturday and were leaving on the following Friday, we tried to make reservations as soon as we arrived and were told there were no tables for 8 the whole time we were there. We asked to speak to a manager and about 45 minutes later when he arrived, he told us he could not accommodate a party of 8, there were only tables for 4. We told him this was unacceptable and we paid for 3 guaranteed dinners together. He told us he had to write a letter to the restaurant manager and see if he would approve a party of 8 reservation and he would put a letter under our door if it was approved. We never got a letter and had to go back to the reservation desk multiple times for multiple amounts of time, mind you the reservation desk was one person who made reservations for 3,000+ people, and although our reservations got approved, we were never given a “reservation” slip and EVERY time we went to the restaurant we had a “reservation” at, they told us we didn’t have a reservation and we had to argue with them. The first night, I personally left the restaurant crying and hyper-ventilating in complete defeat! Once in the restaurants, they were nice and the food was decent (portions were on the small side) and it took 1-2+ hours to get our meals, which was a little timely. It also was pretty warm to say the least, they enforced the “long pants” dress code for the men and there is little if any air conditioning, anywhere in the resort, except your bed room. The ****** representative told us there was no dress code for woman, but that was not the case, even at the buffet and the restaurant manager will turn you away and is quite nasty about it! At this resort the customer is definitely NOT always right, about 70% of the employees are NOT very nice and stone faced, no expression at all, their attitude is, "this is the way it is and it’s too bad for you!" We were harassed daily by women trying to give us a bunch of gifts and a “welcome breakfast”. No biggie, as we know all the resorts do this, but here it was a little overbearing, even after we had done the tour. We did, however notice how the “Privileged members” got treated much differently than the “regular” vacationers, right down to the fact that the "dress code" did not apply to them, this happened right in front of our eyes, as we were being asked to go change, the privileged member was being escorted to their seats and as I argued that fact, I was very rudely told to go change or leave! We were never told about the discrimination of having a “privileged club” on the resort, we had actually shied away from another resort because of this fact. The ***** ***** ******** Jamaica is NOT a very “Family Friendly” resort! They cater more to adults, than families and kids. There are “Adult pool” areas and “Adult only” Restaurants, but we couldn’t even get a table to have breakfast, lunch or dinner with our children at the buffet. There are also A LOT of stairs and not nearly enough ramps for people with strollers, wheel chairs and luggage. The Beaches were absolutely gorgeous! The pool was loud and very packed. All three “hot” tubs were the same temperature as the pool and most of the jets were broken! The pool bars smelled of throw up and had so many bees swarming it, they actually had to close it one day. Also, they ran out of pool towels daily and ½ the days we were there, they didn’t have bath towels for us to shower with AND they would not have “room service” bring us towels due to their negligence. All and all, this was not the “family-friendly” resort we had hoped for, we had WAY too many issues here. We felt like we wasted the first 3 days, (half of our vacation) and multiple times after that at the lobby arguing about dinner reservations and room issues, which is not something you want to be doing on vacation. Especially not a vacation we spent all year saving for and spent almost $10,000.00 on. The most aggravating part, was the ***** ***** ******** Resort blamed everything on our travel agent, Cheap Caribbean and a lot of the issues were “their issues”, as a resort that is poorly managed and maintained, so they did not stand behind them, the people that book their resort! And Cheap Caribbean would not even return my multiple calls regarding this issue after we returned from the trip and they are the ones who told us to go here. No one is taking blame or trying to make this right for us and we are the ones who lost vacation time and paid A LOT of money to both places. Although the property looks nice, it has A LOT of maintenance issues and their customer service is horrible! We were extremely disappointed and felt very cheated, like we lost half of our vacation time and have gotten NO customer service from either the travel agent or the resort. Sincerely, ******* ******* ****** ******* ******** ******* ********* ******* ***** ***** ***** ************ ******* ****** **** ******

Desired Settlement: I think Cheap Caribbean at least owes us a phone call to discuss this horrible service we received, I do not think that is asking for a lot. They are the ones representing this resort and they are the ones who took our money and the fact they they will not even return my phone call and keep "declining" my customer review is showing me they advertising falsely because I for one read their customer reviews and used them to book our vacation and after mine being declined because it was honestly a negative experience, it shows me they pick and chose their reviews. At this point, after all the time I have wasted on vacation and trying to reach them and now contacting you, I think they should refund the 3 days of vacation time we lost because of their service.

Business Response:

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

 

  • The clients booked a vacation with a CheapCaribbean.com representative on April 29, 2014

The client purchased round trip airfare from 7/12/14 to 7/18/14 for 6 nights stay at ***** ***** ******** Jamaica and Round Trip Airport Transfers

The client purchased this vacation for herself and 3 other family members to travel July 12th – 18th at a total cost of 4797.04 


Cost Breakdown is as follows with adjusted of pricematch:

$2402.40 – Hotel ($415.92 per night)

$2323.64 – Airfare

$168.00 – Transfers

$  25.00 - Deposit

                              -$100.00 – Promo

$4794.04 Total (1228.04 per person)

 

 

  • 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, and 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:

 

  • We did find that the client on this booking did indeed contact us on 7/15 to advise us of issues while in destination and what difficulties they were encountering. 

  • The Cheapcaribbean.com representative did offer to either look into moving them to another resort or contact the resort on their behalf. 

  • The client thanked the agent but said that she had placed the call just to inform us of what issues they were having and wanted us to be fully aware of the circumstances. 

  • The client states she had spoken to the resort management and they were well aware of her difficulties.

  • She then said she had put the issues as this point behind her and would concentrate on enjoying the rest of their vacation.  

  • The agent thanked her very much for letting us know of her experiences and apologies to the client.

  • The agent also advises her to contact the CheapCaribbean.com Post Care Department on their return as our client’s feedback is important to us.  

     

  • On 7/20 we received feedback in full the other passengers on booking ********.  Once reviewed we sent the following response on 7/22:

 

 

Dear *** * **** *******,

 

Thank you for contacting CheapCaribbean.com and thank you for taking the time to provide us with this valuable feedback. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. We are very sorry to hear of your disappointment with your recent reservation at ***** ***** ******** Jamaica. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our website. We regret any inconveniences that you may have experienced. We have contacted the resort to inform them of the concerns you encountered during your stay as well as the information that you have brought to our attention. We will continue to work directly with the resort management at ***** ***** ******** Jamaica to ensure that our clients are provided with the service that they expect and deserve.

 

As a token of our appreciation for you taking the time to let us know of your experience (and to ensure you of our good faith in this matter), we are depositing $100.00 in Sun Dollars into your customer account here at CheapCaribbean.com. Sun Dollars can be used up to $100.00 per new reservation package that includes a resort and airfare. Please note that Sun Dollars are valid for two (2) years and cannot be combined with any other promotion.

 

We offer a broad spectrum of properties, and there is no question that we can find something you will enjoy. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience.

 

Thank you again for choosing CheapCaribbean.com!

 

As the client indicated they were also traveling with another reservation: Booking ********.  Both of these reservation accounts have been credited with the same offer as above.

 

Please note that we did receive a voice message from client on 7/21 and returned call and left a voice message.  The client did again contact us on 7/22 the same day we responded to our clients email. No return call was made at this time.

 

In regards to the clients posting of her review: this is done by a third party organization and has been posted to our website as of July 24.

 

Once again, we reiterate are sincere apologizes the resort did not meet our clients expectations as we know they have traveled in the past without incident. It’s often difficult to resolve issues such as this once the client has returned from their vacation and the services have been rendered in full.

 

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 are 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:  Cheap Caribbean's response is a sad excuse for a travel agent company!  My family of 4  lost 3 whole days and they are offering me $100.00 on another $5000.00 vacation that I have to book with them???  Not happening.  Cheap Caribbean has lost my business and the multiple business I have sent them!  I will not book with them ever again.  AND I will let everyone I know via every social network know how badly Cheap Caribbean's customer service is.    Thanks for nothing!  You have ABSOLUTELY NO customer service and didn't even have the common courtesy to return my 2 phone calls.  We played telephone tag and your ONE call back never even contacted me in person!  I am done with this case, as obviously they do not care about me or my family or the money I have spent with them, therefore, we are done doing business with them!


Regards,

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








8/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We just returned from our vacation at the ***** ***** ******** Jamaica and I am writing to tell you, how disappointed we were with the facilities. This is the second trip we have booked through Cheap Caribbean, the first we loved and had absolutely no complaints about, we actually recommended the resort & Cheap Caribbean to another family, who booked it through you in April. The second vacation, we wasted 3 days of our 6 day vacation trying to fix our issues and finally surrendered because it was a losing battle! I did speak to someone at Cheap Caribbean on the third day of our trip just to let them know how disappointed we were, and they offered a room upgrade or a change of resort, but at that point, we had already wasted so much time, we realized we could either continue wasting our vacation time or just enjoy what was left of it, so they told us to contact you when we got back. Let me start by saying, the property of the ***** ***** ******** is beautiful, however, it is poorly managed and maintained! The customer service is less than 0! When we booked this resort through Cheap Caribbean, we told the agent we were traveling with 8 people and needed 4 bedrooms. We requested adjoining rooms or rooms close together and in the same building as we were traveling with 4 teenage children and 4 adults and the resort did not offer 2 bedroom suites. Cheap Caribbean told us they would request the rooms but there were no guarantees. When we arrived, 2 rooms were in building 14 and 2 rooms were in building 18, which were not very close at all, as it was a very big resort. The adjoining rooms we asked for were not adjoining at all and were 4 doors away from each other, which meant the parents had to stay in separate rooms all week, NOT acceptable, as this was a family vacation and we had booked it months before and a resort of that size, should of had some way to reserve rooms at least in the same building! We complained multiple times and to multiple people for over an hour upon arrival and they told us they would move us the next day. The next day, the rooms in building 14 had to pack up by 11:00am and put all their stuff in storage, which meant we had no room and none of our stuff until 3:30 that day. The new rooms were not adjoining, but they were in building 18 and they were across the hall from each other, which wasn’t perfect but much more acceptable. Also, we had asked for 2 king rooms and 2 double bed rooms, the King rooms were fine, but the “double” rooms were one King bed and a full bed pushed against the slider, which made things tight and there was no dining area as was pictured in their double room nor was it what we had paid for. The rooms were spacious, however, the lights on the outside wall were out, the light in the shower was out, the toilet seat was not fastened onto the toilet, so it fell off, the shower head fell apart in our hand, the shower was clogged and did not drain, so it overflowed every time you showered, the sink nozzle was broken, so it splashed everywhere, there were no bath towels on multiple days, the patio slider handle fell off in our hand, there were no blankets or comforters on the bed, and the pillows were like one pillow cut in half or foam just shoved in a pillow case. When we called for room service, no one ever arrived and after our original dealings with the staff and the time we had already wasted, we just fixed the things we could on our own and lived with the other issues. Also, the elevator in our building was “Out of Service” for 2 days. The ****** representative that Cheap Caribbean has is useless, she gives you the “20 minute check-in presentation”, which takes about 45 minutes and basically it’s just to sell their excursions. She was supposed to resolve our room and dinner reservation issues on the second day and we never heard anything from her, so we never went back to her because it was a waste of time. The bus that picks you up from the airport to bring you to the resort is very underpowered, they could barely go up the hills without having to turn off the air conditioning, all the other buses where passing us and beeping at us. We waited about 30 minutes on the bus before we even left the airport and then the driver stopped at a “dive” for a 10 minute break, only to get back on the bus and be at our resort literally 3 minutes from the “dive” stop. We weren't happy about that, but chalked it up to the fact that other people were on the bus and had further to go. After speaking to multiple people, including managers and our ****** representative, we spoke to David, who was the “owner’s representative” and he promised us on two separate occasions, that he would work everything out for us and make it right. Sadly, we never even heard back from him! Poor representation of the owner! Three “guaranteed” dinner reservations? That was a joke! We arrived on a Saturday and were leaving on the following Friday, we tried to make reservations as soon as we arrived and were told there were no tables for 8 the whole time we were there. We asked to speak to a manager and about 45 minutes later when he arrived, he told us he could not accommodate a party of 8, there were only tables for 4. We told him this was unacceptable and we paid for 3 guaranteed dinners together. He told us he had to write a letter to the restaurant manager and see if he would approve a party of 8 reservation and he would put a letter under our door if it was approved. We never got a letter and had to go back to the reservation desk multiple times for multiple amounts of time, mind you the reservation desk was one person who made reservations for 3,000+ people, and although our reservations got approved, we were never given a “reservation” slip and EVERY time we went to the restaurant we had a “reservation” at, they told us we didn’t have a reservation and we had to argue with them. The first night, I personally left the restaurant crying and hyper-ventilating in complete defeat! Once in the restaurants, they were nice and the food was decent (portions were on the small side) and it took 1-2+ hours to get our meals, which was a little timely. It also was pretty warm to say the least, they enforced the “long pants” dress code for the men and there is little if any air conditioning, anywhere in the resort, except your bed room. The ****** representative told us there was no dress code for woman, but that was not the case, even at the buffet and the restaurant manager will turn you away and is quite nasty about it! At this resort the customer is definitely NOT always right, about 70% of the employees are NOT very nice and stone faced, no expression at all, their attitude is, "this is the way it is and it’s too bad for you!" We were harassed daily by women trying to give us a bunch of gifts and a “welcome breakfast”. No biggie, as we know all the resorts do this, but here it was a little overbearing, even after we had done the tour. We did, however notice how the “Privileged members” got treated much differently than the “regular” vacationers, right down to the fact that the "dress code" did not apply to them, this happened right in front of our eyes, as we were being asked to go change, the privileged member was being escorted to their seats and as I argued that fact, I was very rudely told to go change or leave! The ***** ***** ******** Jamaica is NOT a very “Family Friendly” resort! They cater more to adults, than families and kids. There are “Adult pool” areas and “Adult only” Restaurants, but we couldn’t even get a table to have breakfast, lunch or dinner with our children at the buffet. There are also A LOT of stairs and not nearly enough ramps for people with strollers, wheel chairs and luggage. The Beaches were absolutely gorgeous! The pool was loud and very packed. All three “hot” tubs were the same temperature as the pool and most of the jets were broken! The pool bars smelled of throw up and had so many bees swarming it, they actually had to close it one day. Other things that annoyed us…. There was no room service at all if you were not a “Privileged member”, even if it was for things THEY messed up. You had to pay $6.00 a day for the room safe, most resorts include that in your stay. They ran out of pool towels daily. The pool towel shack and pool bar closed at 6:00. The pool closed at 7:00. No bathrooms near the main beach. Tons of bees near the pool bars and garbages. The non-motorized sports included had to be done by 3:30pm, which seemed very inconvenient and rushed! All and all, this was not the “family-friendly” resort we had hoped for, we would not go back to this resort as there are too many other resorts out there and we had WAY to many issues here. We felt like we wasted the first 3 days, (half of our vacation) and multiple times after that at the lobby arguing about dinner reservations and room issues, which is not something you want to be doing on vacation. Especially not a vacation we spent all year saving for and spent almost $10,000.00 on. The most aggravating part, was the ***** ***** ******** Resort blamed everything on our travel agent, Cheap Caribbean and a lot of the issues were “their issues”, as a resort that is poorly managed and maintained, so they did not stand behind you, the people that book their resort!!!!! Although the property looks nice, it has A LOT of maintenance issues and their customer service is horrible! We were extremely disappointed and felt very cheated, like we lost half of our vacation time! Sincerely, ******* ******* ****** ******* ******** ******* ********* ******* ***** ***** ***** *********** ******* ****** **** ******

Desired Settlement: We wasted half of our vacation trying to working out these issues and we would like a 50% refund.

Business Response:

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

 

  • The clients booked a vacation with a CheapCaribbean.com representative on April 29, 2014

The client purchased round trip airfare from 7/12/14 to 7/18/14 for 6 nights stay at ***** ***** ******** Jamaica and Round Trip Airport Transfers

The client purchased this vacation for herself and 3 other family members to travel July 12th – 18th at a total cost of 4797.04 


Cost Breakdown is as follows:

$2495.52 – Hotel ($415.92 per night)

$2323.64 – Airfare

$168.00 – Transfers

$  25.00 - Deposit

                              -$100.00 – Promo

$4912.16 Total (1228.04 per person)

 

 

  • 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, and 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:

 We did find that the other passenger on booking ******** traveling with these clients contact us on 7/15 to advise us of issues while in destination and what difficulties they were encountering. 

  • The Cheapcaribbean.com representative did offer to either look into moving them to another resort or contact the resort on their behalf. 

  • The client thanked the agent but said that she had placed the call just to inform us of what issues they were having and wanted us to be fully aware of the circumstances.  

  • The client states she had spoken to the resort management and the were well aware of her difficulties.

  • She then said she had put the issues as this point behind her and would concentrate on enjoying the rest of their vacation.  

  • The agent thanked her very much for letting us know of her experiences and apologies to the client.

  • The agent also advises her to contact the CheapCaribbean.com Post Care Department on their return as our client’s feedback is important to us.  

     

  • On 7/20 we received the client feedback in full.  Once reviewed we sent the following response on 7/22:

    Dear *** * **** *******,

     

    Thank you for contacting CheapCaribbean.com and thank you for taking the time to provide us with this valuable feedback. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. We are very sorry to hear of your disappointment with your recent reservation at ***** ***** ******** Jamaica. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our website. We regret any inconveniences that you may have experienced. We have contacted the resort to inform them of the concerns you encountered during your stay as well as the information that you have brought to our attention. We will continue to work directly with the resort management at ***** ***** ******** Jamaica to ensure that our clients are provided with the service that they expect and deserve.

     

    As a token of our appreciation for you taking the time to let us know of your experience (and to ensure you of our good faith in this matter), we are depositing $100.00 in Sun Dollars into your customer account here at CheapCaribbean.com. Sun Dollars can be used up to $100.00 per new reservation package that includes a resort and airfare. Please note that Sun Dollars are valid for two (2) years and cannot be combined with any other promotion.

     

    We offer a broad spectrum of properties, and there is no question that we can find something you will enjoy. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience.

     

    Thank you again for choosing CheapCaribbean.com!

     

    As the client indicated they were also traveling with another reservation: Booking ******** .  Both reservation accounts have been credited with the same offer as above.

 

Once again, we reiterate are sincere apologizes the resort did not meet our clients expectations as we know they have traveled in the past without incident. It’s often difficult to resolve issues such as this once the client has returned from their vacation and the services have been rendered in full.

 

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 are rendered in full.

8/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We booked a trip to Mexico with this company, we needed to make changes to the trip, when we referred to the 'Cancellation Policy' we saw that we would be charged $50 per person from CheapCaribbean. A $200 per person charge for the change in flights, which we promptly obliged by as well, however they made us buy new tickets from a different airline because they initially booked "bulk" tickets via ***** and it does not fly to our new destination. Nowhere on the policy is there a mention of any type of Bulk ticket, or of the restrictions that come with that type of ticket. They have the charges that would be applied, which is fine, however now they are saying that the credit for the previous flights is with them and can only be used for Mexico. This is a breach of contract because nowhere on the policy is there a mention of Bulk tickets, let alone the restrictions of the region(s) you may use them for. Please help me out with this situation as I have reached out to their Corporate office to give them the opportunity to address this obvious deviation from their stated cancellation policy, and nothing was done. Thank you very much

Desired Settlement: Ideally we would just like our $1,000 back since they booked a ticket with restrictions on it without informing us of them, we accept that the airline would charge us the $200 per person flight change, they initally charged us $1,400 for the original flights. However, Cheap Caribbean does not disclose on their official cancellation policy an existence of any type of "bulk" ticket that has region restrictions. For that reason I would like the remaining $1,000 credited back to the card that was charged.

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 June 26, 2014 The client purchased round trip airfare from CLT to CZM for 8 nights stay at El Cozumeleno Beach Resort and Round Trip Airport Transfers. The client purchased this vacation for herself and one other passengers to travel 8/15/14 – 8/23/14 at a total cost of 2554.34 Package cost breakdown is as follows: $1182.36 – Hotel $1401.98 – Airfare $ 70.00 – Transfers -$100.00– Promo $2554.34 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 Terms of Use appearing on our website as posted at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. 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. Insurance must be purchased today; policies are not available for purchase at a later date. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. It is your responsibility to ensure that you have the proper documents to enter, connect through, or stop at the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as the customer are responsible for any additional airline baggage fees, pre-assigned seating, and incidentals at the resort, and entry or exit fees resulting from purchase. Please note it is your responsibility to confirm your flights directly with the airline 24 hours In review of the reservation: Client called to inquire about changing her current reservation destination/resort from Cozumel to Puerto Rico. We advised the client at this time that due to the restrictions imposed by ***** we were unable to exchange the current tickets for flights to Puerto Rico under the restrictions imposed at this time by the carrier. Due to their desire to change destination to specifically Puerto Rico the clients agreed to purchase new flight on *** **** and hold a credit for future travel with *****. The client agrees to charges to change at a cost of $807.22 and her credit card was charged. The client was booked on a published flight where in conjunction both published and bulk tickets were sold to consumers. All published flight fares (both published and bulk tickets) are subject to all terms/restrictions and changes without notice to by the airlines in which purchased. Per our terms and conditions agreed to at the time of booking (see attached): The credit card holder must call CheapCaribbean.com to change or cancel any portion of the reservation. We are not responsible for any changes or modifications that are made to the reservation without our assistance. Changes to, or cancellation of, any portion of the reservation will be assessed a $50 per adult (age 12 and above) fee, plus any hotel fees up to 100%. If changing or canceling a published flight, a $200 per person airline fee will be assessed. Travel on a Future Credit Voucher must be reserved and travel completed within one (1) year from the original booking date no exceptions or extensions will be granted. Airline travel credits must be booked with the original carrier and are subject to the carrier's terms and expiration periods. Most airlines allow up to one (1) year to rebook and travel. As noted on page 3 of the clients travel voucher – see attached: IT IS THE CLIENTS RESPONSIBILITY TO CONFIRM THEIR FLIGHTS DIRECTLY WITH THE AIRLINE 24 HOURS PRIOR TO TRAVEL. CHEAPCARIBBEAN.COM IS NOT RESPONSIBLE FOR SCHEDULE CHANGES ISSUES BY THE AIRLINE. CHEAPCARIBBEAN.COM WILL NOT PAY AN INCREASE IN FARE FOR AN ALTERNATIVE AIRLINE AND IS SUBJECT TO THE POLICY AND RESTRICTIONS ISSUED BY THE AIRLINE. We apologies for the inconvenience this may have caused as a result of the restrictions imposed by *****. 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. Client maintains a $500.90 per person (2) Future Credit with *****, expires: June 26, 2-15 – voucher attached.

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello. I recently travelled out of the country and booked through cheapcaribbean.com. An incident took place while I was overseas. I was robbed the first night I checked in. I spoke to a representative for cheap caribbean at the hotel. I asked about a refund and he told me I had to explain when I came back to the US. When I came back over, I contacted cheap caribbean and told them about the incident multiple times and I was told that there was a ongoing investigation going on. More than a month goes pass and now they are telling me that they cannot help me.

Desired Settlement: I just want my refund back because I did not sleep in the room and when I addressed the hotel, they told me I would have to get the refund back from cheap caribbean.

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on 3/20/14 The client purchased a 3 night stay at the ***** ****** ******** The client purchased this vacation for herself and on other passenger to travel 6/5/14 thru 6/8/14 at a total cost of $663.60 A trip cost breakdown is as follows: $663.60 Cost Hotel = 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 • 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 Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions • On 6/5 we received a call from the client at 8:02am asking to add on transfer for today arrival. Advised it was too late and cannot to confirm. No changes made. • On 6/9/14 the client emailed us asking if she was unable to use her room due to flight complication and would like to receive a partial refund because it wasn’t her fault she was unable to use the room • On 6/9 we email the resort asking if the client would be billed in full and if so possible to waive waive any penalties imposed or fees waived as a gesture of goodwill towards are mutual client. • Again on 7/3 the client emailed requesting an update and wanting to know if a partial refund was available due to her flight complication • 7/17 we received a call from the client requesting to speak to a supervisor. The supervisor on duty advises the client that she would look into this further and update her on a return call • 7/17 we contacted the client by phone and advised we were billed in full and not be able to issue any credit which is not authorized by the resort. Client wanted to know how to obtain a credit and advised her best course of action was to contact the resort directly as no insurance was purchased at the time of booking Per our terms – see attached If you are considered a No Show for any portion of the reservation a 100% penalty will be assessed and no refund or credit will be issued • 7/18 Shenelle called in to file a complaint. Agent advised that he spoke to Shenelle yesterday. She said this was a separate complaint and claimed she was robbed during her trip and wanted compensation. The agent apologized to the client and advised we are unable to intervene in cases of theft or robbery due to liability reasons. Again the agent apologizes and offered to give to the client the resort contact information. Client then disconnected the call. Per our terms – see attached 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. The client is fully responsible for this charge. 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”. The client did not contact until after travel date was completed. At that point our ability to offer compensation is greatly limited as services were rendered in full per the Terms and Conditions. Please see the attached documents including the booking summary, the Terms and Conditions that where agreed to by the client at the time of booking 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 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 offer of a credit or refund is available to client at this time.

7/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Good Evening, I booked a stay at **** ******* ********* Beach through Cheapcaribbean.com. On April 18th, I arrived at **** ******* ********* Beach resort and was told at the front desk that they were overbooked and moved us to ********* **** ********* resort without any notice in advance. We were treated rudely by the front desk at **** ****** and after demanding a partial refund from the hotel, we were coldly asked to never call the hotel again and to refer to Cheapcaribbean.com for any future complaints. After discussing this issue with cheapcaribbean.com, they offered us a complimentary 5 day stay at the same hotel. I clearly stated that I did not want a free stay at **** *******. I wanted a partial refund for the inconvenience of the first night and for being switched to a hotel that I did not purchase a stay at. Regards, ****

Desired Settlement: I want a partial refund.

Business Response: After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on 2/14/14 The client purchased round trip airfare from ORD to SDQ , 5 night stay at the **** ******* ********* Beach The client purchased this vacation for himself and one other passenger to travel 4/17 – 4/22 at a total cost of $1343.26 A trip cost breakdown is as follows: $688.06 Hotel $755.20 Airfare ($-100.00) - Promo Discount $1343.26 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: • 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 ********************************* 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 Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD Balance $ I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions In review: • The client upon their arrival was offered a high ranking resort and the client accepted the move in full knowing he would be issued a complimentary return stay voucher as a goodwill gesture • The client stayed the full 5 nights. • The client used all the inclusive food, beverages, amenities and hotel room and never requested to move back to the originally purchased hotel • Client used services of the airline without incident and as described All services were rendered in full as purchased in accordance with the terms and conditions Please see the attached documents including the booking summary, the Terms and Conditions, the email from resort offering the relocation, description of the resorts and the complimentary resort voucher All services that the client purchased were renders in full 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 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 being offered at this time.

6/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Booked a vacation on their website. Somehow the flights I received were not the ones I selected, I didn't notice this until days later. I booked 6 days and 5 nights in ******* **** from June 20th to June 26th. I thought I had booked a 4 hr flight leaving the 20th and 4 hr back on the 26th. What I got were 2 12 hr flights one that arrives in Cancun 11 pm on the 20th and the departure flight leaves at 1 am 6/26. I called and tried to fix the flights where I was informed I would incur a 1000 fee to change the 5 tickets and that was that. Later I asked for a refund of at least one of the nights as I would not be able to use it. In essence the first day I arrive at 11 pm so that day is gone, and we leave at 0100 on the 6th which means we would need to leave for the airport by 10 or 11 pm on 6/25 loosing another day. Instead of 6 days 5 nights I am only getting 5 days 4 nights. After hrs on the phone with them the Manager, ****** I believe, said the best she could do was to cancel 1 day (for a $150 fee and that was offering half price for the fees) give me a 225 dollar CC credit that I would have to take by March 4th of next year which I would not be able to.

Desired Settlement: What I desire is better flights that I don't spend 24 hrs of flying for 8 hrs which is the only flights available on their site presently, or a cash refund for the day I am not going to be using. Even if I accidentally selected the improper flights they should not even offer flights that don't allow you to stay the amount of time you are paying for. I am only asking to get what I paid for or get a refund for what I will not receive.

Business Response:

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

 

  • The client booked a reservation online on 3/4/14

The client purchased round trip airfare from JAX to CUN, 5 night stay at the ******* **** ******** and ******** Beach

The client purchased this vacation for 5 passengers to travel 6/20/14 thru 6/26/14 at a total cost of $5109.50


A trip cost breakdown is as follows:

 

$2847.85 Hotel

$2124.15 Airfare

$212.50 Transfers & Excursions

$   25.00 Deposit Fee

($-100.00) - Promo Discount

$2847.85Total 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 Review:

 

·         This reservation was made online were all information is posted for full view.

·         Per our records the client made this reservation at 10:35am, the airlines and time chosen was confirmed, resort and transfers confirmed booked and voucher were sent to client at 10:50am

·         Client call on 3/16/14 after reviewing his airline schedule, requesting a change of time.

·         Advised that the fee to change and airline ticket is $200 plus any increase in fare

·         No changes made

 

     5/6/14

·         Client called into verify the information and cancel off one night to check out on the 25th              instead of the 26th due to flight leaving at 1am on the 26th.

·         As a gesture of customer service we waived the 2 of the 5 $50 pp change fees and would be issued a CheapCaribbean.com Future Credit in the amount of 234.50. 

·         Client was not pleased and advised although he chose the flights we should not offer 12 hour flights and he wanted either new flights or a refund.

·         Requested to speak to a supervisor.

·         A supervisor did call him back to discuss, offered to waive half the CheapCaribbean.com change/cancellation fee. 

·         Client decided to leave reservation as is.

·         No changes made to the reservation.

 

  5/7/14

·         we received an airline schedule change and sent the client the following email:

 

Good Afternoon ******, ********, *****, ****** and ****** - we have been advised of a schedule change implemented by **** ****** that has occurred on your upcoming flights. I have researched alternate flights with **** ****** and this is the only alternate flight options they have for your dates of travel. Please review and advise.

 

******* 20JUN JAXATL 1005A 1119A

******* 20JUN ATLCUN 1220P 153P

** **** 26JUN CUNMEX 138A 401A

******* 26JUN MEXATL 710A 1134A

******* 26JUN ATLJAX 139P 251P

 

If these are not acceptable to you is there an alternate airport you can depart from? Or possibly you can shift your travel dates? We can research flights with alternate carriers; however, any increase in airfare costs would need to be paid prior to booking the alternate flights. As per our terms and conditions,CheapCaribbean.com, Inc. is not responsible for schedule changes issued by the airline. CheapCaribbean.com, Inc. will not pay an increase in fare for an alternative airline and is subject to the policy and restrictions issued by the airline.

 

We received the following response from the client:

 

I can depart from ******** SC if it will not cost more. The flights on 6/20 are much better than they were so considering I didn't like them anyway they will do.

 

·         Our final correspondence:

 

****** - I researched flights from ********, SC; however, the flights were more expensive than the flights you originally purchased. I will go ahead an update your reservation with the flights as listed below. If you have any questions or concerns, please let me know. New travel vouchers will be sent via email within 24 to 48 hours. Thanks

 

The client is fully responsible for this charge.  The client purchased this vacation online where the airline details where clearly posted.  The client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking.

 

Please see the attached documents including the Terms and Conditions that where agreed to by the client at the time of booking 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 felt they encountered when booking with CheapCaribbean.com.  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:

I had selected different flights and times when I booked the vacation I did have to click the back button to change something else which may have reset the flights, I don't know but they were not the ones I booked.  The confirmation did not display the flight information, so I did not notice the flights until over a week later when I was paying my balance.  I contacted CheapCarribean and they said it would cost me another 1000 to fix it so I had no choice but to take the terrible flights.  I did however decide later that since I was loosing basically 2 days of my vacation that they should reimburse me for the time I would not be able to use.  Since then the airline made flight changes and I got a better flight but this was through no cheapcharribean help.  I regained some of my vacation time because of this so I no longer desire the recoup of time even though my return flight is still terrible.  I do however feel cheapcarribean should change their policies and provide some degree of customer service to people that are paying them thousands of dollars.

Regards,

****** *****








Business Response:

At the time purchase we sent the client an email and vouchers attached which included the details of their reservation and deposit program.  This information also includes their flight details.

At this time our postion does remain the same as the reservation was purchased as chosen by the client at the time of booking,

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:
While it is true I did receive a document after I booked the vacation it did not have the flights I had originally selected.  I am not asking for anything at this time other than for them to provide better customer sercice I admit I should have more closely reviewed the bookin at that time but it doesnt mean that they should not make an effort to help when an error has occurred.  I made the assumption that what I originally selected was what I got but they were no help at all.  Good customer service gets passed along bad customer service gets passed even farther anf faster.  No business should have a good BBB rating with this many complaints where only a fraction were actually resolved.  Bad customer service = bad business

Regards,

****** *****








5/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled this vacation via telephone to the number provided on the email to me within the 72 hours per the contract. They have refused to give me my money back.

Desired Settlement: I want a full refund in the amount of $2270.64

Business Response:

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

 

  • The client booked a reservation online on  2/12/14

The client purchased round trip airfare from ATL to CUN, 6 night stay at the ********* ***** *****

The client purchased this vacation for her husband and herself to travel  6/16/14 thru 6/25/14 at a total cost of $2270.64 


A trip cost breakdown is as follows:

 

$Hotel ($X per person per night)

$Airfare

$Transfers & Excursions

($-200.00) - Promo Discount

$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.”

 

 

Booking review:

 

·         On 2/13/14 the following day after her booking was made online we sent her a follow up email:

 

Hi! Welcome to CheapCaribbean.com!

I am with the Quality Assurance department here at CheapCaribbean.com and just wanted to reach out to you to make sure you have received your full set of travel vouchers and that all information is correct and names appear exactly as they are on your passports. If there is anything that needs correction please contact me ASAP as the first 24 hours after booking are critical for avoiding correction fees with the airlines and resorts. Given that your travel dates are during the height of hurricane season, I wanted to mention once more the option to purchase travel insurance for your vacation. Once the reservation is booked there is only a 24 hour window to purchase the Insurance policy. Here is a link to our website that details the two plans we offer: http://www.cheapcaribbean.com/travelProtection.jsp I do HIGHLY recommend insuring your trip, as mother nature can be quite unpredictable! Without the insurance, there is NO protection on this reservation and you would be liable for any and all cancellation fees/penalties. Keep in mind, during hurricanes, most resorts do not offer ANY credit back to you even if you cannot get into destination. The insurance does also offer you 100% cancellation protection should anyone on the booking or immediate family become sick, injured, or death in the family. Nobody books a trip planning on needing to cancel. Unfortunately, things can (and do!) happen, and it??s always best to protect your investment. Cancellation fees start at 250.00 per person without the insurance coverage. If you would like a quote, please email me or give me a call by 3:30pm EST and we can get the insurance added onto your trip!

 

 

·         On 4/6/14 we received a call from our client needing to cancel. Fees & penalties for cancellation were explained. After being told she would hold a future credit with CheapCaribbean.com she requested a refund. She was told then as per our terms and agreement at the time of booking that we are nonrefundable. She is a teacher and stated the she unable to travel the dates booked do to a scheduling issue.  Client was asked several time in the call if she wanted to cancel at this time.  Client did not confirm either way. Reservation remained active.

 

·         On 4/8/14 we received a call from the client’s credit card company inquiring about our cancellation policy and which time we explained the terms and conditions the client agreed to and that we are a nonrefundable company. Advised her reservation was active at this time.

 

·         On 4/9/14 a follow up email was sent to the client from our Customer Care department:

 

Booking #********

*** *******:

You recently contacted us to inquire about cancellation of your reservation with CheapCaribbean.com. We were advised that the passengers was unable to travel, however we were informed not to cancel the reservation as you would be seeking reimbursement with your credit card company. While we understand your avenue of resolution, canceling the purchase with the credit card company does not automatically cancel the reservation. If the passenger(s) are not traveling on the vacation, we suggest contacting our Existing Reservation Department to cancel the purchase. This will ensure that a 100% No Show penalty will not be charged if the passengers are choosing not to use the services. The cancellation fees will be assessed and the CH will be issued a store credit for the balance remaining, as per the nonrefundable terms and conditions. If you are interested in making changes to the purchase, please contact our Existing Reservation Department. They are open from 5am to 3am EST 7 days a week at ###-###-####. Please provide the agent with your booking # ******** so that they can better assist you. It is very important to understand that if you do not make any changes to the reservation before June 19, 2014 the services will be provided as purchased. If the passenger(s) choose not to travel on the reservation and cancellation is not requested, a 100% No Show penalty will be assessed. If you should have any further questions or would like to make changes, please CheapCaribbean.com directly at ####-###-####. Sincerely, Customer Care Department

 

 

·         On 4/28/14 Client contacted us on the status of her booking and advised it remained active. Advised by the agent if she did need to cancel or make changes to call us back. The following informative email was again sent to the client:  

 

Booking # ********

Dear *** *******,

Our records do not show that we received any further communication from you confirming any change/cancellation since you contacted our office via telephone on Sunday, April 06, 2014. Please be advised that you currently have an active reservation with CheapCaribbean.com.If you are unable to travel and need to change or cancel, please call our office and we can assist you. As per the terms and conditions in which you agreed upon when you booked your reservation directly on our website on February 12, 2014, changes to or cancellation of any portion of the reservation will be assessed a $50 per adult fee, plus a $200 per person airline fee, plus any hotel fees up to 100%. If cancelling, after fees are applied, a Future Travel Credit (store credit) will be issued for the balance remaining. If making a change, you will be responsible for the above fees, plus any increase in cost resulting from the change. It is very important that you understand that, if you do not travel and also do not cancel your booking with CheapCaribbean.com, you will be subject to a 100% No Show penalty. Once again, you currently have an active reservation with CheapCaribbean.com and we ask that you please contact us via telephone should you be unable to travel during the dates of June 19, 2014 and June 25, 2014 at the ********* ***** *****. Our Existing Reservations Department is open daily from 5am-3am EST and can be reached at ###-###-####. Your immediate attention to this matter is greatly appreciated!

 

·         The following email was sent from the client:

 

Booking ********

This trip was cancelled via telephone the day after it was completed. This trip should have been cancelled and refunded to my card. I have now filed a dispute with the Better Business Bureau as well as my credit card company requesting a full refund. You should be able to confirm this by listening to your call log from 2/14/2014. Thank you,

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

 

·         On 4/29/14 as notified by the client we went ahead at this time and cancelled the booking as requested and sent client the notification.

 

·         4/29/14 client called in shortly after and upset that we cancelled her reservation. It was explained to her that we had received an email confirming her intent to cancel

 

·         4/29/14 we received a voice mail and a phone call from the client again requesting a refund and not a future credit. A manager explained that she did send us authorization and processed her request as noted in her email to us.

 

The client requested cancellation over email, reservation was cancelled in accordance with the terms that the client agreed and to during the online purchase process & future credit was issued less cancellation fees.  A Future Credit was issued (see attached) :

 

                  CheapCaribbean.com $1371.80

                *** **** Credit $199.42 per person

 

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

 

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

 

Our position remains the same 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:


Very clearly in those attached emails it states: that I never cancelled the trip according to them and the trip was still ongoing.  I told them I wanted 100% refund per their policy if you cancel within 72 hours (which they deny happened) or I want to go on the trip.  I clearly told them if I was not getting the 100% refund, I would go on the trip because I did not want a credit because it would cost me $700.  They cancelled the trip regardless despite following up with an email saying I requested they not cancel it.

They give me my entire amount back or I go on the trip in June.  If that does not happen, I have already contacted an attorney, and I will sue at that point in time. 

Regards,

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








Business Response:

 

For additional clarifiation:

 

The reservation was made with CheapCaribbean.com on 2/12/14.

 

The first record we have of the client calling us was the day after was on 2/13/14.  At this time the only request made was to make a correction to *****’s middle name on the reservation.

 

She did not begin to inquire about cancelling with us until 4/6/14. After being told by the agent about penalties for cancellation and that we are a non refundable company, she then gave the agent specific instruction not to cancel her reservation as she wanted to speak to her credit card company.

 

She called back again on 4/6 speak to another agent .They spoke again about the process to cancel & penalties imposed,  and though the agent asked if her intent was to cancel she would not give the agent her consent to cancel the reservation at this time.  

 

It was on 4/28/12  the client sent to us her authority to cancel:

 

FROM CLIENT: From: **************** [mailto:****************]

Sent: Monday, April 28, 2014 3:32 PM

To: CheapCaribbean Reservations

Subject: Re: Credit Card Dispute - CheapCaribbean Booking ********

This trip was cancelled via telephone the day after it was completed. This trip should have been cancelled and refunded to my card. I have now filed a dispute with the Better Business Bureau as well as my credit card company requesting a full refund. You should be able to confirm this by listening to your call log from 2/14/2014. Thank you,***** *******

 

At this point we proceeded with her request and cancelled her reservation and sent her the below notification email along with the attached CheapCaribbean voucher outlining the value and expiration date:

 

 

From: Processing
Sent: Monday, April 28, 2014 4:36 PM
To: '****************'
Subject: future credit voucher - CheapCaribbean.com ********

 

Dear *****,

Attached is the future credit voucher that was generated after the cancellation of your booking. Please note that new travel plans must be completed by the expiration date listed on your voucher and all credit amounts must be used in full at time of booking. Any remaining balance not used at time of booking will be forfeited.

 

All future credits must be used for vacation packages or land only bookings on CheapCaribbean.com — future credits cannot be redeemed towards cruises or any third party website. Should you have any questions please don’t hesitate to contact us

 

Thank you for choosing CheapCaribbean.com!

 

Processing Department | www.CheapCaribbean.com

Toll Free: ###-###-#### | Fax: ###-###-#### attn: Processing
"Wouldn't you rather be on the beach?"

 

 

 

Our position at this time remains the same.

 

Consumer Response:

 Complaint: ********

I am rejecting this response because:

April 7, 2014

Once again, from the start I stated that I could not go on this vacation on the dated it is booked for.  Cheap Caribbean has continued to state that I did not cancel within the 72 hours allotted time frame and said I could not have a refund.  The other option they gave me in April was to cancel the trip and take a credit, which had to be used by February.  I told them, that although I disagreed that I would have no choice but to go on the trip because I was not losing $700 in cancellation fees and they refuse to honor their website information of cancelling within 72 hours.  

I verified that the trip was not cancelled and requested that they keep it at that point.  Yes, I sent an email stating that I had requested to cancel within 72 hours.  I have always maintained that.  However, when they said this had not happened, I TOLD them not to cancel the trip.  Yet, they did anyway.  Yet, they verified in writing my conversation with them that I said I would go (see below).  They even advised me if I did not cancel and did not show, I would lose 100% of my money. 

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

*** *******:

You recently contacted us to inquire about cancellation of your reservation with CheapCaribbean.com. We were advised that the passengers was unable to travel, however we were informed not to cancel the reservation as you would be seeking reimbursement with your credit card company.

While we understand your avenue of resolution, canceling the purchase with the credit card company does not automatically cancel the reservation. If the passenger(s) are not traveling on the vacation, we suggest contacting our Existing Reservation Department to cancel the purchase. This will ensure that a 100% No Show penalty will not be charged if the passengers are choosing not to use the services.  The cancellation fees will be assessed and the CH will be issued a store credit for the balance remaining, as per the nonrefundable terms and conditions.

If you are interested in making changes to the purchase, please contact our Existing Reservation Department.  They are open from 5am to 3am EST 7 days a week at ###-###-####.  Please provide the agent with your booking # ******** so that they can better assist you.
 
It is very important to understand that if you do not make any changes to the reservation before June 19, 2014 the services will be provided as purchased.  If the passenger(s) choose not to travel on the reservation and cancellation is not requested, a 100% No Show penalty will be assessed
 

Regards,

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








5/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a vacation with the travel agency in feb. It is supposed to be all-inclusive. They however booked me ona pay per service airline and did not disclose that. I do not mind paying for a bag to be checked but the airline charges for the carry on bags that would hold my disabled wife and mother inlaws medication and other medical supplies. So thats an extra $210 round trip. Cheap Caribbean also promised that my entrance and exit charges would be included in my ticket price. (Per ******). But after speaking to the airline they informed me that they are not included. So that will be roughly another $150 spent. We also paid an upgraded room (ocean view). But after making an international call to the resort I have been told that they cant guarentee I will actually be able to see the ocean. She informed me it was a marketing gimmick. After talking to reps at cheap caribbean they said its my fauly beacuse I booked on the website instead of calling them in person. they would have disclosed the fees to me over the phone. I didnt see anywhere that less fees are disclosed on the website than over the phone. They said it would be an additional $600 to rebook us on a "real airline"

Desired Settlement: I would like approx $200 for the extra fees/possible lack of ocean view. I do not want the entire vacation refunded after vacation time has been taken already for those dates. If they would like to rebook the vacation on another arline that would work as well as long as the time and dates are the same.

Business Response:

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

 

  • The client booked a reservation online on February 21, 2014

The client purchased round trip airfare from BWI to MBJ, 4 night stay at the ******** ***** *****

The client purchased this vacation for 3 passengers to travel 5/17/14 thru 5/21/14 at a total cost of $X 


A trip cost breakdown is as follows:

 

$1295.17 Hotel ($107.93 per person per night)

$999.27 Airfare (333.09 per person)

 $25.00

($-150.00) - Promo Discount

$2169.44Total 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 contacted us on 5/11/14 with concerns about airlines fees, requesting credit back for to compensate for fees imposed by the airlines

Our client did purchase air with Spirit airline and a link was provided to view the fees and polices before booking (see attached)

As compensation and a gesture of goodwill the agent offered to refund the client $25 as a courtesy and process the refund to the client card on file on 5/12/14

Client called back the following day again with his concerns requesting compensation.

After further review we contacted the client and left him a voice message to return our call.

we offered to add complimentary transfers to his reservation.  Client did contact us and at this time to resolve the issue for him in full

He accepted our offer and the agent stated he was pleased with the outcome/resolution.

Updated travel documents were then sent to the client (see attached)

 

 

The client is fully responsible for this charge.  The client purchased this vacation online where the resort and airline details where clearly posted .The client clicked and agreed to our nonrefundable Terms and Conditions.  Please see the attached documents including:

 

·         Terms and Conditions that where agreed to by the client at the time of booking

·         Travel Vouchers that were issued to the client with are contact

·         Resort room description from our website.  

 

 

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

 

No further refund or credit is being offered at this time.    

 

 

 

 

5/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vacation package from Cheap Caribbean approximately soex weeks ago. A few weeks after doing so, I was informed by my doctor that I have a medical condition and that I am not allowed to travel. I am currently seven months pregnant and require bed rest due to a placenta issue. After being informed of the situation, I contacted Cheap Caribbean's customer service line and was told that since I declined to purchase the insurance offered to me at purchase, they couldn't give me a refund even, due to a medical reason but what they could offer me was a cheap caribbean credit to be used within 12 months or the option to transfer this to somebody else to travel with my husband or the option to transfer this to two other people altogether. I was asked to be transferred to a supervisor and after a few minutes on hold, I got disconnected. Fees or any other pricing issues were never discussed during this conversation. After regaining some strength, I called back to settle on getting cheap caribbean credit though not my ideal solution I understood that I couldn't get my money back, sadly this second phone call didn't go so well. I started by saying that I couldn't make the trip any longer so I would like to get credit for future travel and it was then that I was informed that I would get credit minus the cheap caribbean fee and the airline fee per person, so from the $1200 I paid I would get $400 and something as credit. I told the agent that I had called a few days before and none of this was mentioned to me, he said that he was sure it had been and that he was going to listen to the replay or read the call's transcript, after holding for at least ten minutes he came back and said that he would waive the CC fees and that the hotel was fully refundable but couldn't do anything about the airline fees. I asked if found anything on my previous call regarding any fees mentioned to me and he said yes, when I asked to obtain a copy of this, he said he didn't have to show me anything, basically this recordings are only good when they are beneficial to the company but to be hidden when they are to benefit the customer. I am certain no fees were disclosed to me during my first call and would love to obtain this audio or transcript. He then told me that it didn't matter what the reason to cancel was because I didn't buy the insurance so since they are a non refundable company, there was nothing they could do for me but to take my money. Also that I was free to call the airline and deal with them but their fee was $200. So basically after cancelling you can't get anything close to what you originally purchase as you don't even get half your money back. I did call the airline (which is another story on its own) and they told me that they apologized but they didn't have a medical emergency cancellation policy or better said, the policy regarding that states that, it doesn't matter what happens to you, you still have to pay all fees and fare differences. After feeling extremely defeated I was about to give in to the fees for future travel, keeping in mind it would be torture to schedule something like that, at the prices again, when I was told by ****** Airlines that the credit was only valid for 60 days ( I am on bed rest for the next 75 days). So not only they charge these fees, they also give you period of time to redeem it 10 months shorter than any airline. At this poin I asked to speak to a supervisor and was told that eveyone was going to tell me the same thing. With a child on the way you are willing to hear the same story 20 times, in hopes ofgetting dfferent outcome, for $700. My issue regarding Cheap Caribbean here and again, my fault for not purchasing this insurance offer when it popped out, I actually don't even recall seeing it, but the fact that they are so great at putting these packages together and not having you deal with them separately up until the moment that you have an issue and at that point you are on your own. I don't want to have credit here and there that I will find many challenges to use. I want to have it with the place I utilized in the first place. I can't even imagine how big of a torture it would be to rebook again, but they don't care about that.

Desired Settlement: I want a full credit for the same amount I paid from Cheap Caribbean to be used for a future purchase (as it was explained to me during my first phone call). At this point I don't even want a full cash/credit card refund (which I could get anywhere else, due to a medical condition). I do not want to deal with ****** Airlines, I chose a third party to deal with everything for a reason, it is extremely outrageous that they do not want anything to do with you once an issue arises. What kind of customer oriented company does this? I would also like the fact that they want you to deal directly with the airlines or hotels should you have to cancel or reschedule because at that point they are no longer your third party provider, to be stated in a way that people will see it. They need to fully disclose all this information the same way they make their advertisement. I am an ******* Elite member and I know for a fact that it is easier for the third party provider to deal with the airline than the traveler. ******* had never asked me to call an airline directly to do anything, that is why you use them and they deal with everything, so this type of service is possible, just not the service Cheap Caribbean provides. Thank you. ******* **** I can provide medical forms if necessary.

Business Response:

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

 

  • The client booked a reservation online on April 8, 2014

The client purchased round trip airfare from LGA to SDQ 4 night stay at the ***** ***** ******** ** ******

The client purchased this vacation for 2 passengers to travel 5/13/14 thru 5/17/14 at a total cost of $1195.30


A trip cost breakdown is as follows:

 

$551.10 Hotel

$744.20 Airfare

 ($-100.00) - Promo Discount

$1195.30Total 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:

Client called on April 16 to cancel her reservation stating medically she was unable to fly

The reservation was reviewed and no insurance was purchased with the package

The agent then advised the client that there would be a $50 per person fee to cancel with CheapCaribbean.  She was told that the airline penalty to cancel was $200 per person.

At this date no resort penalty would be imposed for the cancellation of the resort

No changes made to the reservation

 

On May 5th  the client called to cancel and the agent went over fees imposed for the cancellation. At this time we offered to waive the CheapCaribbean.com cancellation fees.  The client was also advised of the cancellation fees of the airline and this time of the resort (with 72 hours of cancelling 2 night penalty.  Advised client we had no control over what penalties are imposed by the resort or airlines.  In review of the call the call went silent and the client hung up the phone.  No changes made to the reservation.

 

Clients have not informed us of their desire to cancel.  After checking with the resort and airline it appears the clients no showed and full penalties now apply as outline in our Terms and Conditions. At this time no value or credit remains to offer to our clients.

 

Per our Terms and Conditions:

 

If you are considered a No Show for any portion of the reservation a 100% penalty will be assessed and no refund or credit will be issued. If you do not use one of the flights in your reservation the airline will cancel the remaining itinerary. Your credit card will be charged whether you use or do not use the services purchased, including partially used services.

 

The client at this time is fully responsible for this charge.  The client clicked and agreed to are nonrefundable Terms and Conditions at the time of booking. Please see the attached documents including:

 

Terms and Conditions agreed to by the client at the time of booking

Travel Vouchers that were issued to the client

 

If the client has any further questions or concerns they may contact me directly.  I can be reached at ************ extension ****.

 

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

5/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: **** **** booked a vacation for two with Cheapcaribbean.com on September 4, 2013 at 3:01pm for $1738.40. Total vacation included roundtrip airfare from ******* Intercontinental Airport to *** ****, Puerto Rico and a 5-night stay at the ******* ***** ****** and Round trip airport transfers. Departure from ******* was scheduled for 6am, September 6th with return from *** **** on 5:05pm September 11. **** is a frequent traveler and relied on the advice of the booking agent. During the conversation with the agent, **** specifically asked (and always asks the agent when traveling) what the weather was like at that moment, what the weather had been like over the last few days, and the forecast for *** ****, Puerto Rico. Since the departure was scheduled almost immediately after booking (a little over 24 hours) it was a very reasonable and pertinent request. The agent assured **** that the weather was currently great and had been very nice over the last few days and saw no problems over the next few days. This conversation was on speaker phone and witnessed by ****'s friend, ********* ******, who was accompanying him on the trip. Cheap Caribbean advertises themselves as experts on Caribbean vacations. **** relied on Cheapcaribbean's agent to give him truthful information on weather conditions, hotels, travel advice, etc. for a trip that was scheduled almost immediately. That is what agents get paid for. As opposed to being booked months in advance where weather conditions cannot be always predicted, this trip was booked for almost IMMEDIATE departure where **** had a right to expect correct advice on current weather and travel conditions. Agent was FULLY AWARE that **** was booking a beach vacation - not a business trip, not to visit family, etc. It was a beach vacation package where he explained he would be swimming, hiking, and doing outdoor activities. A few hours after booking the vacation **** was informed by a friend that there had been a MAJOR tropical storm raging in Puerto Rico for days. Within an hour of booking the vacation it was officially declared MAJOR TROPICAL STORM GABRIELLE by the National Hurricane Center. In his zest to garner a commission, Cheap Caribbean's booking agent willfully failed to inform **** that that a dangerous tropical storm had been going on for days which was so severe that it was OFFICALLY declared a MAJOR TROPICAL STORM with 2 hours of the booking. This storm did NOT just start after booking the vacation - it had been going on for days. Upon learning of TROPICAL STORM GABRIELLE, **** immediately called the ******* ***** ****** in Puerto Rico who informed him that streets had been flooded for days, there was destruction from high winds, and travel was extremely dangerous. **** immediately called Cheap Caribbean and asked for a refund. Cheap Caribbean refused to refund ****'s money. However, the did offer to rebook the vacation but NOT at the same price. The agent tried to steer **** into significantly more expensive vacation packages claiming that hotels were booked, etc. Agent seemed to think that since they had **** at a disadvantage, they would REALLY try to get even more money out of him. For 10 hours **** tried to negotiate with Cheap Caribbean to no avail. In addition, Cheap Caribbean's website repeatedly malfunctioned and locking up while displaying error messages (we have screen printouts of the error messages). Finally, disgusted and exasperated with Cheap Caribbeans dishonest, unscrupulous business practices, **** contacted *********** (who he worked with many times) and booked the SAME trip on the same ******** for the following week for considerably less money and took the trip. When **** returned from Puerto Rico he again requested a full refund from Cheap Caribbean. Cheap Caribbean would only agree to give **** a vacation credit MINUS the cancellation fee penalties (over 300 dollars) from the ****** and ******** ********. **** contacted **** for a chargeback and explained his dilemma. Cheap Caribbean wrote **** and told them they could not refund the money because the trip was nonrefundable and they got charged penalties from ******* ***** ****** and ******** ********. Subsequent investigations with both the ****** and ******** revealed that Cheap Caribbean was charged NO penalties or money by either company (in light of the severe weather conditions). **** had written emails from both companies stating that they charged Cheap Caribbean nothing. When **** confronted Cheap Caribbean with these facts, they sheepishly offered to give him a credit of $1738.40 I have asked legal advice on this situation and the conclusion is unanimous. Cheap Caribbean is initially guilty of fraud via omission. They induced a customer by misrepresentation to act in a manner or sign a contract that no one would do if they had been given correct information. NO ONE IN THEIR RIGHT MIND WOULD BOOK A VACATION IN THE MIDDLE OF A HURRICANE OR MAJOR TROPICAL STORM. Cheap Caribbean, with their self-serving "no refund" policy seem to operate under the position that they can conduct any sort of dishonest or unscrupulous business practice and get away with it. That is not the position of U.S. law. Here are the facts that are supported by the evidence: 1. Cheap Caribbean, acting as an expert agent on travel in the Caribbean, blatantly lied to **** about the weather and travel conditions AT THE TIME OF BOOKING to gain a profit. (**** has Hurricane Center reprints to corroborate weather conditons and a witness to all the booking conversations on speakerphone). 2. Cheap Caribbean willfully and intentionally lied to **** claiming non-existent cancellation fees for which they were never charged to prevent chargebacks from ****. (**** has written confirmation of Cheap Caribbean blatantly lying to ****). 3. Cheap Caribbean willfully and intentionally lied to **** about cancellation fees and attempted to dishonestly keep over $300 in non-existent cancellation fees. 4. Cheap Caribbean later admitted they paid no cancellation fees only after being confronted with written evidence from ******** ******** and The ******* ***** ******. They then reluctantly gave **** FULL credit of $1738.40. Cheap Caribbean has repeatedly acted in a dishonest and unscrupulous manner. I have NEVER seen a company this blatantly dishonest in my experience.

Desired Settlement: I request that Cheap Caribbean.com refund the full amount $1738.40 to my **** credit card.

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 9/4/13 at 3:01 pm

The client purchased round trip airfare from ******* to *** for 5 nights stay at the ******* ***** ****** and Round Trip Airport Transfers. 

The client purchased this vacation for 2 passengers to travel 9/6/14 to 9/11/14 at a total cost of 1738.40


Package breakdown:

 

$772.08 – Hotel ($154.41per night)

$991.32 – Airfare

$ 75.00 Transfers

-$100.00 – Promo

$1738.40 Total Package

 

 

  • 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, and 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:

 

 

·         The client contacted us the day after the reservation was booked to cancel the reservation. 

·         The client advised the agent that he did not want to travel as there was a Tropical Depression in the area of Puerto Rico. 

·         The agent advised the client that the cancellation would be processed in accordance with the nonrefundable Terms and Conditions of the booking. There would be a $50 per person cancellation fee, a $200 per person airline cancellation fee and a one night hotel cancellation fee. 

·         The client wanted us to waive these fees. 

·         He advised the agent that he should have been notified at the time of purchase that there was a tropical depression in the area.

·         If the client had inquired about the weather prior to finalizing the reservation the agent certainly would have provided the client with the weather for the destination. 

·         However the storm did not turn into a Tropical Depression until September 4, 2013 at 5pm (as per the National Hurricane Center printout included in the backup) which was after the client had made the purchase. 

·         The airport were open and flights were being recieved

·         The client was traveling during Hurricane Season in the Caribbean and it is the client’s responsibility to ensure that the travel plans they are requesting meet their vacation needs prior to finalizing the purchase. 

·         If the client was interested in canceling the reservation we could not waive the cancellation fees, and a Future Credit would be issued less fees. 

·         If the client was interested in traveling to another destination that was not being affected by the Tropical Depression we were willing to assist him with making these changes for our client’s reservation. 

·         The client would have inquired change fees, plus any increase in cost resulting from the change. 

·         We advised the clients that the other options would be to change the travel dates but still travel to the same destination. 

·         We informed the client that the hotel might be willing to waive their cancellations fees as a customer service gesture if they were changing the dates rather than canceling outright. 

·         We told the client that we would inquire about changing the travel dates with the hotel without incurring penalties.

·         The resort informed us that as a customer service gesture they would waive the one night cancellation penalty if the clients reschedule for a later date. 

·         They also advised that they would not waive the fee if the clients cancel outright. 

·         The client inquired about changing the reservation to hotels that we do not sell.

·         He also advised the agent that he would contact his lawyer as he should not be responsible for paying fees.

·         We advised the client that we could cancel the airfare and avoid the $200 per person airfare, since the airline tickets were still voidable. 

·         If the client were to change the travel dates he would not be charged a hotel cancellation fee. 

·         He could essentially rebook the reservation for different dates without incurring fees, as the airfare was pricing out the same as he paid, and there was no increase in cost to apply. 

·         The client chose to cancel the reservation. 

·         We advised that there would be a $50 per person cancellation fee and a one night $154.42 hotel cancellation fee. 

·         The remaining $1,408.98 would be issued to the client in the form of a future credit for future travel. 

·         The reservation was cancelled and the client was issued a future credit in the amount of $1408.98. 

·         No further refund was due as the purchase was nonrefundable. 

·         The client claim that he was not advised of the storm is negated by the National Hurricane Center printout showing the storm was not officially formed until after the services were purchased.

·         It also indicates that the Tropical Storm would have passed over Puerto Rico on his day of arrival.

·         The client also had the opportunity to purchase insurance coverage for this reservation which would have allowed him to file an insurance claim for reimbursement for weather related cancellations. 

·         The client however chose not to purchase this coverage and therefore it cannot be offered to the client

·         11/18/13 the credit card closed the client initial chargeback in our favor.

·         Client contacted our office on 2/12 disputing the Future Credit issued and the amount.

·         Client was advised that in order for fees to be waived we needed the authorization given by the resort. We contacted the Condado (as client  stated he was told by the resort  fees would be waived) with a request to waive fee which we were invoiced for. They confirmed in writing on 2/21/14 that penalties would be waived and apologized for the confusion.  See below email from the resort.

 

RESORT CONFIRMS FEES ARE WAIVED:

From: Yamira.Velez@******.com]

Sent: Friday, February 21, 2014 11:25 Subject: RE: URGENT PAST RESERVATION 30964724 - Confirmation: 3534094203

Dear Melanie,

That is correct; we did not charge the penalty. Please excuse the confusion; we finally agree not to charge the cancellation.

Thank you,

Cordially

Control Supervisor

 

*** ******* ****** | *** ****, Puerto Rico | ***** ** ** *** *** **** yamira.velez@******.*******************________________________________________

 

With confirmation from the resort we made adjustment to the client Future Credit voucher.

Original we had issued the client a future credit on 9/5/13 (attached) reflecting fees of cancellation (resort $154.42 and CheapCaribbean.com cancellation fee $50 per person) and with an expiration date one year from the original booking date (see attached).

Along with the resorts offer to waive fees and we also waived our cancellation fees and adjusted the Future Credit to its full value in which he paid at the time of booking $1738.40 (see attached).

In addition we offered the client the future credit to be booked by 9/4/14 for travel any time after.

This offer was originally given verbally over the phone and noted in the clients booking. 

At the clients request we reissued his Future Credit stating our agreement and emailed him an updated voucher (see attached).

 

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 further compensation is being offers at this time.

5/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Booked 3 nights/4 days on Cheapcaribbean website for the featured hotel with good ratings & paid extra for oceanview. This was a group trip,there was 5 families that booked together.When we arrived, hotel stated they were overbooked & would have to find us another accomodation for all 5 families. We called cheapcaribbean while we were debating with the hotel management & they stated hotel was to call them the day prior if they were overbooked so they could make other arrangements. We received no phone calls prior to arriving at the hotel. After 5 hours of waiting in the hotel lobby, we got sent to another hotel that was not a hotel we would have booked on our own. This was not kid friendly and far from the town. We also did not receive the oceanview and we paid $120 more for that added feature. When we returned from this trip, I spoke to customer care at cheapcaribbean. I received a response from them 2 wks later giving a credit for 2 nights for 2 adults at the same hotel that was overbooked. No credit for the oceanview. I emailed back stating this was unacceptable.They have not responded back. I also tried posting a review of the hotels & cheapcaribbean still has not posted. I think they are only posting the good reviews so unsuspecting travelers will book there & then get sent to another hotel that isn't that great. I completed a review on*********** and it was immediately posted. I also noticed there were other travelers this has happened to at this hotel. I paid $3212.57 for air , oceanview room and transfer. I think cheapcaribbean is doing a bait & switch by put these 'featured" hotels to get sales & then switch to another property that travelers would not have booked but end up getting paid the same amount.

Desired Settlement: I didn't expect a full credit but at least a credit for a future air/hotel stay at my choosing.

Business Response:

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

 

  • The client booked a reservation online 1/9/14

·         The client purchased round trip airfare from *** to ***, 3 night stay at the ** ********** Resort

·         The client purchased this vacation for Abraham Mathew and 4 other passengers to travel 3/11/14 thru 3/14/14 at a total cost of $3212.57


A trip cost breakdown is as follows:

 

$1073.69 Hotel ($89.47 per person per night )

$2098.88 Airfare

$140.00 Transfers & Excursions

($-100.00) - Promo Discount

$3213.57 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.”

 

3/11/14

We received a call from the client stating they were being relocated by the resort.

At this time CheapCaribbean.com had not been notified by the resort about the relocation.

Because of an overbooking by the resort they offered to relocate the group for 2 nights to the Sunscape Resort.

Client stated then that the resort is offering a return comp stay due as compensation.   

 

3/13

 ** ********** offers to accommodate the clients for the remainder of their stay, due to availability, at the ** **********

The group is already settled in, asks to remain at the Sunscape Resort for their duration. 

This request was granted by the ** ********** and client remained at the Sunscape for the duration of their vacation

 

3/14

Upon their return the clients contacted us about their experience and receiving compensation

We advised we would reach out to the resort

 

We respectfully contacted the resort and received the offer of a 2 night comp stay at the ** ********** Resort with an Ocean View Room. This offer has been sent to the client, please see the attached.

 

It’s not uncommon for resorts to routinely overbook with consideration placed of a percentage of last minute cancellations.  However it is up to the resort as to what the offer of compensation is to be for the said inconvenience.  In most cases in lieu of change of locations return comp voucher is typically offered.

 

All remaining services that the client purchased were renders in full per the Terms and Conditions (see attached re; page 1 and 9) that the client clicked and agreed to during the online booking process.

 

Once again, we reiterate our sincere apologizes for any difficulties they may have encountered.   All remaining services that the client purchased was renders in full per the Terms and Conditions that the client clicked and agreed to during the online booking process.

 

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

Consumer Response:



 Complaint: *******

I am rejecting this response because they still have not shown the breakdown of the hotel details which should indicate the extra charge for ocean view.

The terms and condition only indicate the overbooking however this should not apply to ocean view charges that were not given.

 I am not asking for full reimbursement only for the extra charge for the ocean view.

Again I also think the BBB should make consumers aware that booking through online agencies such as this put all the responsibility out of the hands of both the online travel service and the vendors they are booking.

The online vendor has not been at all punitive to these vendors that continue to allow the overbooking since this looks like this is not the 1st time so therefore both the vendor & online service benefit while the consumer is helpless.


Regards,

*** ******








Business Response:

Again, we are sorry for the inconveniences the clients encountered upon their arrival. After a further review of this case and as a gesture of customer service we are offering the clients a refund the additional cost he paid for the Ocean View at the ** ********** Beach Resort. A refund  of $120 will be processed to their credit card on file.

Our aim is always to provide the best service and we do hope that they will give us another opportunity to prove the next time they travel to Caribbean.

Consumer Response: 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,

*** ******

5/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a trip to cancun for 2/26 to 3/2. Cheap Caribbean advertised an $800 resort credit per room if we traveled on certain dates. After we paid final payment the other day we received the final documents. The credit had now changed to coupons towards services that we would have to spend a significant amount of money to receive. Most things in no use to us. Ex: luxury car rental, photo shoots, etc. After speaking with ****** ********* via email, he is stating they are not responsible and won't stand behind what their company advertised. We booked a total of 3 rooms with our group. And this is a bait and switch tactic used by this company to get people to book trips.

Desired Settlement: I would like for the company to stand by their advertised special of $800 room credit.

Business Response:

 

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

 

  • The client booked a vacation with a CheapCaribbean.com representative on 11/17/14

The client purchased round trip airfare from EWR to CUN for 4 nights stay at the ** Cancun by ***** Resort (*All Inclusive) and Round Trip Airport Transfers

The client purchased this vacation for a guest and herself  to travel X at a total cost of 2145.74


A trips a costs breakdowns is as follows:

$1202.62– Hotel

$825.16 – Airfare

$45.00 – Transfers

$147.96 Enhanced Insurance

$-100.00 – Promo

$2145.74 Total Package

 

 

  • 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.****** 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:

 

·         The client called on 11/16 looking to book a vacation for her and her friends.  

·         Its clear the client had reviewed the website before to speaking to the agent (where all the details about the promotions would have appeared) and mentions the promotion to the agent on the call

·         The client does asks about the room credit and told that the offer is a resort credit and that the number of nights spent at the resort depends the amount of the resort credit offered

·         Neither the client nor the agent in either call go into the details or does the clients ask questions what the resort credit is applicable towards

·