ComplaintsforCheapCaribbean.com, Incorporated

• Initial Complaint

  09/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a reservation online on 8/31/23 at 7:33 AM. I cancelled it immediately 7 minutes later at 7:40 AM because I booked the wrong resort by mistake. The email stated I would get a full refund within 24 hours. I just got an email 9 days later saying wait another 5-7 days and they are refunding everything minus the travel protection of $230. Reservation # ********. I want a full refund. I paid through ****** and now I'm going to have to pay finance charges on top of that $230.

  Business response

  09/13/2023

  Hello,

  We appreciate the opportunity and time to address ******'s concerns.

  This future booking was cancelled and fully refunded. $2,524.48 was refunded back to Original Form of Payment ****** on 09/11/23. 
  

  ****** has been refunded in full. We would ask ******* to reach out to our Cheap Caribbean Contact Center to speak with the Reservations Department for further assistance. This is not something the Post Travel Department handles due to the travel dates being in the future. 

  Thank you.  

  Customer response

  09/14/2023

  [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,
  
  ***********************
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had issues with a flight, booked through Cheap Caribbean with travel on ******** Airlines (**). On July 12, 2023, ** issued a refund of $1,467.70, which was returned to Cheap Caribbean, so as to process the refund to me. After multiple inquiries, on July 25, 2023, Cheap Caribbean confirmed that the refund would be processed; however, I had to wait one billing cycle for the refund to be processed. Again, after multiple inquiries, on August 8, 2023 Cheap Caribbean finally confirmed that a billing cycle was 30 days and I would receive my refund on August 24, 2023. On August 28, after I still did not receive my refund, I emailed the company again and was informed, "they requested their accounting team again on high priority to expedite my refund." I am extremely frustrated and as a single mother of three, this is impacting my personal finances. I would greatly appreciate the BBB assisting me in resolving this matter. I've included an email thread, which may not encompass all of our communications, so please advise if more is needed.

  Business response

  09/05/2023

  Hello, Hope this note finds you well.  We have sent to process refund for the air $1467.70 to **** **** that was received from ********.  The refund should be complete in our system within an "Average" of 3-5 business days, plus time for the bank to process. Thank you

• Initial Complaint

  08/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spoke with both a CheapCaribbean representative and was advised prices change in a matter of minutes and booking ASAP would be in our best interest discussed with them. My husband is currently deployed and we didn’t know if he would make it back in time representative discussed 24 hour free cancellation. Period booked online and which it also said free cancellation within 24 hours. We booked around 6 PM and canceled around 9 PM after speaking with my husband and finding out this trip was not going to be an option. Email from CheapCaribbean stated is canceled in less than 24 hours refund would be received within one business day. This did not happen and has not happened. We canceled well within the 24 hours and R do the refund in the full amount back to original payment method as stated in their policy and by their representative. As you can see by the timestamps of the emails the reservation was made Tuesday, August 8 around six in the evening and canceled around nine in the evening yet cheap Caribbean when you search the reservation number says it wasn’t canceled until August 9, which is grossly an accurate and either way well within the 24 hours.

  Business response

  08/31/2023

  Per our review the client reservation was cancelled in our system and a full refund was posted to their credit card on file on 8/14/2023. 

   

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a vacation using cheapcarribean in April for Panama. Great trip, no complaints about the trip itself. Getting back to the states and getting home was a terrible experience. My flight was delayed twice and cancelled. I was left stranded in a different county and did not speak the native language. I did have travel insurance through the carrier they offer on their website, worst decision ever however, thats not what this complaint is about. Cheap carribean was completely unavailable when I was stranded. I called all the numbers in my email, on the website and anywhere else I could find. They have different numbers specified for when you're actually traveling during your trip for any assistance. They did not answer the phone, I left countless messages and emails. They were absolutely NO HELP. I was stranded in a different country with no help and didn't know the language. My luggage was lost and had most items stolen, I had to book additional flights in order to get to the states and get home. Fast forward to when I finally get home, I finally get someone on the phone with cheap carribean. The customer service was rude and unhelpful. I expressed my concerns politely about how I needed help and couldn't get any, especially for guidance with flight tickets. ** kept rebooking and cancelling flights and I honestly didn't know what to do, every time I looked in the app or spoke to ** they told me to contact cheap carribean. The rep told me I should have stayed in Panama and waited until ** figure it out. I explained to her the flights were being rebooked and cancelled and turned into a completely different day and I couldn't wait to get home. I was left stranded with no help or guidance thanks to them. I spent MORE getting home than the purchase of the trip! Very unprofessional and absolutely no help! The trip was great, but if anything goes wrong, even if it's out of your control, THEY WILL NOT HELP! They are not available and they are extremely rude.

  Business response

  08/18/2023

  Thank you for contacting us.
  
  It is very unfortunate to learn of any issues this customer had with getting in touch with our During Travel team.  Calls are taken in the order in which they are received and while the agents try to work them in a timely manner, there may be things that delay this from happening. I do see that an email from ************ was received on April 30th  and was forwarded to the During Travel team with a response to also email them directly at [email protected] or contact them by phone at ****************. On May 1st a call was taken by a During Travel agent and it was advised that ************** return flight had been cancelled and refund request was submitted to the airline.  She was told a response could take up to 2 weeks to be received.  A file was opened to our Post Travel team and it was advised to us by ******** ******** that no refund was possible because *********** was marked as a no-show since she did not show up for the flight. 
  
  While we do offer this 24 Hour Assistance line, in cases where clients flights are cancelled or delayed sometimes it is better for them to work with the airline directly as they are available right there at the airport to help with making any changes and finding new flights.
  
  We apologize for any inconveniences and negative impression given. 
  
  Thank you. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a trip through cheapcarribean.com. When we arrived at our destination, the accommodations were not as advertised, so we decided to downgrade to a different tier within the hotel. We spent a few hours on the phone with cheapcarribean.com and our hotels concierge service. By the end of the conversation, it was told to me verbally and within email correspondence that we would receive a refund for the difference in services. I have now been bounced to multiple departments and customer service representatives who claim they are waiting on the hotel. The hotel has said via email and when I have called that they have cleared the refund. There has been no action from cheapcarribean to refund the money I am owed. I have attached photos of some of our email correspondence. Within these statements, you can see how they have changed their stance from being the hotel has cleared the difference to we still have to contact the hotel. Let me know if there are other supporting documents I can provide.

  Business response

  08/16/2023

  We have refunded the difference in room categories in the amount of $199.75, and offered a voucher in the amount of $75.00 per person as a gesture of good will, due to the delay from the hotel. We needed the hotel to advise us of the rates for the room that was received in order to process the refund. The refund was processed on Aug 8th and will appear on the credit card in the next ten days. We apologize for the delay and the inconvenience.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  05/30/2023 to 06/05/2023 Amount Spent was almost $15,000.00 The resort issues and false advertising on what is included and we did not get Refund being requested of a min of $5000.00 cash or credit to use at another location The business has not tried to do anything, they reached out to the hotel, I booked with cheap Caribbean not the hotel and made them aware upon arrival and they told me that it would cost us to move facilities. Reservation # ******** ******** ********

  Business response

  08/11/2023

  Thank you for contacting us.
  
  We received correspondence from the customer for all 3 reservations and an agent from our Post Travel team worked with the resort to obtain compensation. When complaints are received about a customers hotel stay, it is required that we contact the property and share with them the concerns as well as ask them for compensation/reimbursement. Unfortunately a request for a $5000.00 refund or credit towards another trip could not honored.
  
  It was advised that a refund of 1 night would be given for each room on the reservations and these have been processed already to the original forms of payment on each.  The customer should be able to see the refunds to her account within a few business days.
  
  Thank you. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In June 2022, an All-Inclusive vacation package was purchased for a stay at ******** Puerto Rico Hotel and Casino from 7/10/2022-7/14/2022. An additional charge was paid for this package. Upon arrival at the hotel, my guest and I were shocked to receive news that the hotel was in fact NOT an All-Inclusive hotel. This new information caused us a great expense for the entirety of the trip. Constantly having to make purchases for food placed us under financial strain. We expected to have basic food and drink essentials included in the package we purchased through CheapCaribbean.com, which was paid for in full through an ****** Inc. payment plan. We tried contacting the business on the first day after learning the new information but got no answer as we were placed on hold for an extended amount of time. We continued trying to contact the business through their customer service line but were met with the same outcome each time. Also, reviewing this business after the fact, similar complaints were made by other consumers, ending with many being unable to get in contact with any of their customer service agents. I am currently seeking a partial refund of this package as it did not uphold it its end of the transaction. Confirmation# ******** Total Amount Paid USD $2,522.16 Total Vacation Amount USD $2,522.16

  Business response

  08/22/2023

  Upon review we see that our clients booked online themselves.  We do provide many resort options for our clients. In this case we do offer two package options for the Sheraton European plan and All Inclusive with a different price point. The client in case chose the ******** Puerto Rico Hotel and Casino European Plan.   We are sorry however no refund or compensation is being offered at this time as client received the package as booked.

  See attached as advertised. 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to make changes to my travel dates and hotel for my upcoming trip to ****** on 06/22/2023.The Cheapcarrebian Agent added my name incorectly to the new travel documents. *********************He left my married name and my middle name out of the reservation,therefore my passport does not match my travel documents an airline ticket. ***************************************The original resevation had my correct name. *************Since the changes were made I can't even access my trip details onlin an not getting thir emails about my upcoming trip. ******************************I paid $3,375.51 for this vacation , I can't afford to loose this trip.

  Business response

  08/09/2023

  The name was not changed on the reservation, client was shown that the full name is on the air tickets. The reservation time of travel has passed and the client was able to travel. We have no indication that the client was unable to use the vacation package.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a reservation was made over a year ago. Upon making the reservation I noticed right away an error so I made a cancellation. (Obviously since I cancelled right away, it was within 24hrs-the free cancellation policy you guys have). Fast forward to now, I just realized I never got refunded the amount ($2,645.37) to my original payment. So today I've called to talk to customer service on cheap caribbean to find out they were telling me that I had this amount available in credit to use on the site. I asked why I was never notified about the credit reimbursement, but he said nothing and that it supposedly "expired" because I didn't use it within a year. I asked for an extension on this and it was approved. I was okay with that credit then because I would rebook another reservation with that "credit" no problem. I spent over 1hr on the phone doing this, just to let me know at the end that a supervisor sent a message saying, the refund would have to go to the original payment method used!!! So i couldn't even use it on this new reservation!! THIS IS RIDICULOUS! I WOULD LIKE TO ASK YOU GUYS TO BE RESPONSIBLE TO PAY FOR ANY INTEREST CHARGED ON THE ACCOUNT BECAUSE YOU GUYS ARE THE ONE WHO MADE THE MISTAKE OF NOT REFUNDING ME TO THE ORIGINAL PAYMENT METHOD MADE! IMAGINE IF I NEVER FOUND OUT ABOUT THIS! I WOULD NEVER GET MY MONEY BACK! PLEASE DO SOMETHING ABOUT THIS! CHEAP CAIBBEAN IS IGNORING ME NOW!

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  May 11 thru May16 2023. Jamaica Reservation called with no notification or tefund.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩