Business Profile

Travel Agency

CheapCaribbean.com, Incorporated

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for CheapCaribbean.com, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

186 total complaints in the last 3 years.
60 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:06/23/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cheap Caribbean owes me $1,204.78 I have the email it states it will be refunded to my original payment method. I have been calling the company over and over and they will not refund my money and state they never sent that email. I clearly have the email and need my money back and stated in the email. I ask to speak to supervisors and no one returns my call. The email does not state I will receive the amount in travel credits it says amount to be refunded to original payment method which was my debit card. I have been dealing with this since 6/4/25.
Business Response
Date: 06/26/2025
We are sorry to hear of the difficulties our customers ***** ***** ****** had with their United flights. Moving forward, we have received the needed authorization to process refund of $1204.78 for their cancelled United flights to their **** 3052. The refund should be completed in our system within an "Average" of 3-5 business days, plus time for the bank to process. Thank you.
Customer Answer
Date: 06/27/2025
[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
Date:06/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a trip with insurance and I had to cancel. They were not transparent regarding their refund policy and refused to credit my card and only gave a partial refund. I took the insurance under the impression I would receive a refund only to find out I needed to buy a more expensive insurance to do so. This was very deceiving on their part. They only gave me a portion of what I paid in travel credit and I definately do not want to do business with them again. I tried to reschedule and they refused without taking the travel insurance and penalty out. Any help in this matter would be appreciated.
Business Response
Date: 06/23/2025
Good afternoon,
I would like to please point out right off the bat, the guest booked their own reservation on June 5th, 2025. This was to take place in November 2025.
June 22nd, we received a chat from guest ****, she had cancelled the reservation and was wanting to know her refund.
Guest purchased: Standard Travel Protection Plus: Full Travel Credit
It is noted the refund would be:
Pre-Travel
Cancel for ANY reason and get a refund in the form of a travel credit less the cost of the travel protection
No change fees that could quickly add up
No need to worry about the weather with our Hurricane Travel Credit

Guest was sent TC's of $*******. The package price with NR TPP was *******. Minus TPP ****** = ******* These TC's are available until 17DEC26.
********/******** ******* $866.53 Active $866.53 17Dec26
********/**** *** $866.53 Active $866.53 17Dec26

Thank you!
Customer Answer
Date: 06/27/2025
[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 as Answered]

Complaint: 23502153

I am rejecting this response because:
They would not give me the opportunity to reschedule. Instead they take my travel insurance and a fee and told me I would have to tebook which means I would have to purchase the travel insurance again. I I feel completely taken advantage of. They should have at least given me the oppottunity to reschedule without being penalized over $600.

Regards,

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

Business Response
Date: 07/01/2025
After reviewing the reservation, we can see it was booked online on 05JUN2025. Our customer chose the Standard Travel Protection Plus Full Travel Credit, which gives reimbursement in the form of Future Travel Credit and not cash back. The coverage is nonrefundable, as it is a feature, the customer purchases to protect against the supplier penalties. Unfortunately, when booking online the customer is responsible for reading the terms and conditions as well as the feature details for the coverage they choose to take. No Refund is due in this case, the only option is the Future Travel Credit that has already been issued for the correct amount $1733.06. Which is minus the used Coverage.
Thank you.
Initial Complaint
Date:05/28/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a trip and stayed May 4-11. On may 12 ********* isssed me a refund for 5 nights totaling ******. Cheap Caribbean has not return my calls or used me a refund they are aware of it because they are on the email!!
Business Response
Date: 05/29/2025
Hello Thank you for sharing the guest concerns with us.

We have received approval from the resort to proceed with the refund. However, please note that it typically takes some time for the funds to be returned to our account before we can process the refund to the guest.
The guest returned from their trip approximately 18 days ago. Standard banking procedures, especially for international transactions, can take longer than a typical domestic billing cycle due to additional clearance times.
As soon as the funds are received on our end, the full refund will be issued to the guest without further delay. We appreciate their patience and understanding throughout this process.
Customer Answer
Date: 06/03/2025
It took 18 days my brother got his refund right away I only got a refund because of the bbb its funny how you reply to them and the refund came right away thank you
Customer Answer
Date: 06/03/2025
[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
Date:05/16/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,On March 19, 2025, i booked a trip on c We paid a total of $4,835.30 which included a 100% money back guarante On April *******, we had a death in the family so I had to cancel and rebook which I did online on April 21, 2025 and was told that my refund wil be processed to my original form of payment for $4,300 and I will lose the insurance moeny that I paid for which I was okay with in 5-7 business days. I've been calling twice a week to receive my money and I still haven't and today is May 16, 2025.This will be the last time I booked with this company; it is a scam. If I don't receive my money; I will go on every social media platform and news to tell everybody not to use this company since they don't keep their word
Business Response
Date: 05/20/2025
Good morning
I apologize that this process was extensive for the guest however i do see that the refund has been issued as of 16MAY25. The amount that was told to the guest.
Customer Answer
Date: 05/20/2025
[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
Date:05/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a package deal around 11 am and was trying to change my booking by 3 pm and they told I couldnt. That isnt even 5 hours between me booking. And I couldnt get a refund or modify my trip without paying double the price. I really think there policy needs to be stated clearly because that was. Not what I ready I read you have to 3 days to cancel your booking .
Business Response
Date: 05/23/2025
To Whom It May Concern,
We are writing in response to the recent complaint filed concerning charges incurred by a customer when changing their reservation dates. We would like to offer the following clarification:
The customer initially made their reservation independently online, without assistance from our reservations center. Subsequently, they contacted our reservations team to inquire about the cost of changing the travel dates. At that point, the airline tickets had already been issued.
As per our policy, once tickets are issued, any changes require the tickets to be reissued. We informed the customer that a change fee of $100.00 per person would apply, in addition to any difference in airfare and hotel costs associated with the new travel dates.
We trust this explanation clarifies our policy and the basis for the charges incurred.
Sincerely,
Customer Answer
Date: 05/28/2025

Complaint: 23285328

I am rejecting this response because: my initial complaint did not have to do with my recent change. The recent change was due to me not having a refund options within 24 hours of booking. I called within 24 hours of booking the trip. The options I was given was take a complete loss of my money or change the dates for a fee but it is not what I am reading. So yes I changed the dates for a fee instead of taking about a $1600 loss.

Regards,

Yadijah ******

Business Response
Date: 06/05/2025
Per our records, the client contacted us to inquire about the possibility of changing their travel dates. At that time, we informed them that a change fee of $100 per person would apply, in addition to any increase in room rates associated with the new dates.
During the same conversation, the client also asked about the option to cancel. We advised them that their airfare was non-refundable and that their deposit had been applied toward covering the cost of the air. We clearly communicated that if the reservation were canceled, no refund would be available for the airfare portion.
At that point, the client chose not to proceed with any changes or cancellation.
Subsequently, we noted that the client made a change to their reservation by selecting a different date and completed payment for the booking in full. As of now, the reservation remains active and confirmed.
Initial Complaint
Date:04/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to dispute a hotel charge associated with Reservation ID: R2W633CJ, booked through Cheap Caribbean. The services provided during our stay were not only unsatisfactory but also put the safety of my family at risk.On the night of our check-in, at around 10:15 PM, two unknown individuals entered our hotel room unannounced using a master keyeven though the deadbolt was engaged. This was extremely alarming, especially because my wife and I were traveling with our 8-month-old infant. We were terrified, unsure of who was entering our room, and why they had access despite the deadbolt being locked.Immediately after the incident, I contacted both the hotel and the travel agency for support. Unfortunately, neither offered a proper resolution or made any serious effort to relocate us to a safer room or hotel. As a result, we spent the entire night scared for our safety, physically blocking the door with furniture just to feel somewhat secure. This was a complete failure on the part of the hotel and the merchant to provide even basic safety and customer support.The hotel later admitted that the individuals who entered were staff checking on the room due to a system update error, but this does not excuse the breach of privacy and security, especially so late at night. Despite acknowledging the mistake, the hotel refused to let us move to another property or compensate us in any way.I have solid evidence to support my claim, including chat transcripts, emails, photos, and recordings that clearly show the hotel accepted their error but failed to resolve the issue. This experience caused extreme distress, loss of a full nights peace, and an overall negative impact on our vacation.Given the circumstances and documented proof, I am requesting a full chargeback on this transaction due to the unsafe conditions and lack of service provided as promised.
Business Response
Date: 04/22/2025
We have contacted the hotel regarding the complaint, and asked for compensation, regrettably, the hotel has declined. The hotel has advised that the couple had requested a ground floor room, and the hotel was trying to determine if the room change requested had taken place, so they did knock on the door, but getting no reply they entered. The hotel did advise that they did not intend to scare the guests, and they have a protocol in place for the use of master keys. The hotel also advised that they offered a change to their sister hotel Paradisus Grand Cana, but he offer was declined. As the hotel has declined any offer of compensation, we have issued vouchers in the amount of $50.00 per adult, as a gesture of goodwill. This offer was accepted by the guests, and the matter was resolved.
Customer Answer
Date: 04/27/2025
[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 as Answered]

Complaint: 23228252

I am rejecting this response because:
Thank you for your response.
To clarify, the $50 vouchers issued were presented as a gesture of goodwill and were not accepted by us as a full and final settlement for the serious breach of privacy that occurred during our stay. We did not waive our right to seek appropriate compensation.

The incident involving unauthorized entry into our room was a clear violation of our safety and security expectations. The $50 voucher offered does not adequately compensate for the significant distress caused.

We therefore reiterate our request for a full refund for the stay. We expect this matter to be treated with the seriousness it warrants and await your prompt resolution.

Regards,

***** *****

Business Response
Date: 05/02/2025
Our team did reach out to the hotel Zel ********** in an effort to further investigate this case on behalf of our mutual customers. We have received a report indicating the initial room that was assigned to Mr. ***** was not on the ground floor. Traveling with a baby the preference was a ground level room; therefore the hotel took care setting up the room change. In the process Front desk department sent staff members to check the status of their original room in order to confirm the change. When the bell boys arrived, they knocked on the door and waited for response.... After not getting a response, they entered the room to verify vacancy. At which point the guests were startled.
The Front Desk team offered Mr. ***** a room change to the sister property, Paradisus Grand Cana, although he declined. We did push back to the hotel to see if there would be any further compensation although it was declined. While we do not compensate for hotel service issues as they are truly out of our control, we processed the $50 per adult Cheap ***************** credits that were processed as a goodwill gesture. No further compensation will be offered by the hotel or ALG Cheap Caribbean.
Thank you.
Customer Answer
Date: 05/05/2025
[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 as Answered]

Complaint: 23228252

I am rejecting this response because:

Regards,

***** *****
Initial Complaint
Date:03/25/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction: Check In: 3/3/2025- 3/7/2025 Hotel: ************* - All Inclusive ******************************Twenty four hours after we arrived at the ******************* in **********, ******************, the hotel experienced power outages and other problems, including a lack of running water, during a period of four days, We had to sleep outside our room for due to keys cards not working because of the power outage , no restaurants were open we had buy bottle water. We were concerned for our safety, including the smell of gas in the hallways and the lack of visibility due to the outages. We are demanding a full refund and cheapcaribbean refuses to work with us even after several phone calls/emails.
Business Response
Date: 03/28/2025
We are sorry to hear our mutual customers had difficulties during their recent trip. I was able to locate their Cheap Caribbean reservation number under conf: R66433CJ. I do see our team has worked with the Riu Republica and received authorization to refund $460. I see we are waiting for ******* approval to move forward with this refund. I also see as a goodwill gesture our team offered $100pp service credits. Until our team receives the customers approval, they are not able to move forward with the refund or issuing the credits.
Thank you.
Initial Complaint
Date:03/20/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Nov20 i paid cheapcaribbean.com **** for 50th birthday trip that was paid in full with uplift/flexpay. So cheapcaribbean was paid an i owe uplift. In feb I called cheapcaribbean to see if a can add a person to my room. They responded on feb11 an was like yes. I called them on the 12th at 4:19pm to pay them. They told me i had to approve the change. I approve the change several times. I called to pay them several times on feb12 at 4:12pm, 4:22pm. I called back feb 13 at 3:57pm they said i have to approve it. Feb ******************************************************************************************************************************* it was approve on the feb 11 when yall sent the email. Well didn't hear back from again so I called the hotel directly an spoke with ****** to add other guess in my room an she told me yes she can pay when we get there I'm like Ms. ****** we comin from out the country so she can pay when she arrives she said yes. Mar7-16 i was on a cruise. They sent me a email on mar14 telling I need to call about a payment well i didn't get to the email till mar19 cause i had like 9 days of emails to go through. I called them explain everything an they will not restate my trip that was paid off. I've been trying to pay yall since feb12 an a month an 2day yall finally get yall stuff together an only gave me 4 days that not right ?? again the trip was process on nov an completely paid off for the original person. Now I can't go on the trip for my friend 50th birthday that she's goin on by herself. I want a full refund cause I still have to pay flexpay for something you guys cancel
Business Response
Date: 03/24/2025
In review of the cancelled reservation I have noted that we have issued a credit for the hotel and our cancellation fees have been waived. The client has used these credits toward a new reservation. We are not able to issue any credit for the airfare portion of the reservation as it was basic economy which is non-refundable, and cannot be changed. I have noted that we did contact the client prior to cancellation several times by email and we left a voicemail as well. The client did not call us to cancel the new person or to make the payment, so after 5 days the reservation was cancelled and credit was issued. No other credit or refund can be issued.
Customer Answer
Date: 03/25/2025
Goodevening to whoever this may concern , during time that yall were trying to reach out to me concerning my reservation i was on a cruise. When I have been emailing & talking to people about for a month later . When y'all did reach out to me concerning my reservation , I was on a cruise that's why i didnt responded. I was only during the time of March 7th-16th. So there was no possible way to contact anyway concerning my reservation. When I return home that Sunday I started checking my emails. My travels started on mar7-16 a cruise an flights to an from my hm town to ************;
Customer Answer
Date: 03/26/2025
The problem is that yall cancel a trip that was paid in full since nov 20. When I added the other person yall didn't tell if I dont pay my trip would be cancel. Yall didn't tell that it would take a month for yall to get my friend added when I was able to do it in 10min by callin the hotel myself. If my trip was completely paid off why would yall have just cancel the add on if there was a problem cause the original reservation was paid out. Yes yall did reach out on mar14 when I was on my anniversary cruise. When I receive it I called. Yall drop the ball. So ***************** got to keep my money for a trip that I didn't even cancel an im not goin on. A trip i still have to pay flexpay back for a loan that I took out to pay yall. This is crazy. Yes yall did give me the hotel money that's the least you could do when I've tryin to pay yall for week an yall couldn't take the payment.
Business Response
Date: 04/04/2025
Hello, I do not think this is for a CheapCaribben booking. This looks to be for a cruise, and we do not work with cruise lines. If this is a mistake and you have a reservation number with Cheap ******** please provide that information.
Customer Answer
Date: 04/04/2025
It's not a cheapcaribbean bookin. I was letting yall see that when yall was contacting me i was on a cruise that's why I didnt answer
Initial Complaint
Date:03/14/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
December 31, 2024: Purchased a ticket for a Cancun trip from March 812, 2025, for a total cost of $959.35, with a group of six people.January 14, 2025: Contacted the agency requesting to be dropped from the group due to a family emergency in *****. Asked to be removed from the booking while the rest of the group **************** Response: Told that the entire group would need to be canceled, as it was "impossible" to drop just one person. This was unreasonable since each hotel room had a capacity of three adults, and I had booked two rooms for three people each. They could drop me and adjust the remaining amount. The agency insisted on canceling the entire reservation.Rebooking Issue: Agency claimed that rebooking just one person was not possible and that the entire reservation (including flights and accommodations) would need to be rebooked. They also stated no availability for new bookings. However, I have proof showing room availability on both January 24th and March 3rd from the agencys website.Hotel Communication: Contacted the hotel directly to check availability. The hotel told me to reach out to the agency, as the booking was made through them.Replacement Request: Inquired about replacing a person instead of dropping them. The agency responded, You will be required to drop the person first and then add a person at current prices, which contradicted earlier communications that dropping myself was not an option.Cancellation Policy: The agencys website lists a penalty fee for dropping a single passenger. If its truly impossible to drop just one person, why is this penalty even included?March 3, 2025: Requested a refund due to the agencys inconsistent responses and frustrating policies. Instead of a solution, I was told to purchase a protection plan, offering a 70% non-transferable credit.Current Situation: Despite multiple attempts to resolve the issue, I have not received a satisfactory response.
Business Response
Date: 03/17/2025
Upon review the terms of this reservation was agreed upon at the time of booking. The package was purchased with nonrefundable flights. Travel Protection was declined. Per the terms of the hotel as posted on our website:
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
We do see that the client contacted us with a request to cancel them on the reservation. We explained that per the terms of the resort the reservation would need to be cancelled and rebooked. If room availably to make the change she would be offered a travel credit of $335.13 for the room difference only. No refund us available as we are a non-refundable company.
On the client behalf we reached out to the resort with a request to drop one passenger however they informed us that this reservation as per the terms would need to be cancelled and rebooked. Regrettable the hotel did not have the availability to make this change. The room would be charged as booked.
No additional changes were made to this reservation nor was it cancelled; this reservation remained active.
No refund or travel credit are being offered at this time.
* Terms and Conditions: www.cheapcaribbean.com/legal/terms-and-conditions

Customer Answer
Date: 03/28/2025
Dear BBB Representative,
I apologize for my delayed response. The letter from CheapCaribbean.com arrived on March 22, 2025, while I was away at college, and I only received it upon my return. I respectfully ask that my response still be considered.

1. Contradiction Regarding Passenger Removal CheapCaribbean.com initially stated it was "impossible" to remove one passenger from the group without canceling the entire reservation. However, when I inquired about replacing myself with another traveler, I was told that I could be removedbut only if I rebooked at the current price. This directly contradicts their initial claim that I could not be removed at all.
2. False Claims About Availability CheapCaribbean.com stated that rebooking was not possible due to a lack of availability. However, I verified through CheapCaribbean.coms own website on January 24 and March 3, 2025, that rooms were still available for my exact travel dates. If availability existed for new customers, why was I denied the ability to adjust my reservation?
3. Misleading Travel Protection Argument Their response suggests I declined travel protection. However, per their own policy, travel protection must be purchased within seven days of bookingmeaning it was never an option by the time my emergency arose. It is misleading to imply that I turned down an option that was never available to me.
4. Loss of Refund Due to Their Policy CheapCaribbean.coms own policy states:
"You must immediately notify CheapCaribbean.com to cancel or make changes to your vacation package."
I followed this policy and contacted CheapCaribbean.com directly instead of canceling my flight through ***************, which would have resulted in a $517.01 refund. Because I adhered to their process, I was denied any refund. Their policies put customers at a financial disadvantage simply for following their rules.
5. I was not offered a travel credit of $335.13 at all.
CheapCaribbean.coms handling of this situation has been contradictory and unfair, leading to unnecessary financial loss and frustration. Their refusal to offer a reasonable resolution, despite clear evidence of inconsistencies in their policies, is unacceptable. I urge the BBB to further investigate these misleading practices and assist in securing a fair resolution. I appreciate your time and consideration in reviewing this matter, and I look forward to your response.
Sincerely,
******** ****
Initial Complaint
Date:03/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October 2024, I booked a trip for 6 people going to ******, ****** on March 2-5, 2025. CheapCaribbean.com offers 2 options for travel protection, one of which is full travel protection covering all changes and cancellations for a full refund. The travel protection is paid per person. When I booked the original reservation, my confirmation email had a breakdown of $640.81 per person (including travel protection). My oldest daughter got a new job and ended up not being able to go so I needed to remove her from the reservation. CheapCaribbean refused to refund me the total $640.81 (minus what I paid for travel protection) because they said they didnt know how much one persons refund amount would be. Then they said the hotel said no, which wouldnt matter because I didnt purchase the travel protection through the hotel, I purchased through CheapCaribbean.com. I called for days until I finally spoke to someone who said they could provide a refund for the flight only ($187) BECUASE I purchased the full travel protection. I am just requesting the remaining amount of the one persons refund. If the total for each person was $641.81, Minus $60.12 for the insurance and $187 they refunded for flight, that leaves $393.69.
Business Response
Date: 03/18/2025
Per or records we see that our client booked and air and land package with the additional of Travel Protection Full Refund on October 29, 2024.
We see that the client contacted on several occasions inquiring about dropping a pax from her reservation.
She was provided the details and the process.
The day before travel the client cancelled the passenger.
Per the terms of the Travel Protection the client would be refunded for the air.
The full refund would be only be activated per the terms if the reservation was cancelled in full.
In this case as the reservation remained active, they would hold the responsibility for the charges of the room:
As noted on the website per the terms of the Enhanced Travel Protection Plus:

The following items are not refundable under Travel Protection Plus - Enhanced
"No Show" situations where the traveler does not check in and denied boarding situations are not covered
Non-refundable hotel rates
Any non-refundable deposit fees
Air not purchased from CheapCaribbean
If the number of individuals occupying a room decreases, the remaining travelers will be responsible for additional costs incurred as a result of a change in the per person occupancy rate
No name changes or substitutions on travel protection plans
Cost to change to an alternate scheduled airline as a result of an airline schedule change prior to departure
The cost of the travel protection plan
Non-refundable travel agent fees may be included in your package price.Please consult your travel advisor

As a gesture of customer service, we did contact the resort with a request to refund for the adjustment of passengers. Regrettable they have denied our request.
At this time the client has been refunded for the air. No additional compensation or refund are being offered.
Customer Answer
Date: 03/19/2025
[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 as Answered]

Complaint: 23031729

I am rejecting this response because:
I spoke to the hotel and they confirmed that this was not between me and them, I would have to contact CheapCarribean in order to get the refund. They did not have the break down of each persons cost because we booked through CheapCarribean. You should not offer full refund options and have customers pay per person if you are not going to honor the full refund when the cancellation occurs. I waited to cancel because I was trying to get someone to agree to providing the full refund for the person who was canceling. I didn't want to have her a no show so i canceled her portion of the reservation. I'm not being unreasonable, I don't want a refund for everyone, just the person who was cancelled and that i paid for the full refund coverage. I understand that the amount I paid for the insurance will not be refunded, but if i paid for the full refund coverage, I should be refunded the amount paid for that person.

Regards,

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

Business Response
Date: 03/26/2025
As previously advised the Travel Protection does not cover the hotel portion when there is a reduction of passengers. It covers the air portion which was already issued to you. When only one passenger is cancelling we can cancel the reservation and rebook it for less guests if the hotel is still available. Unfortunately, since you were cancelling so close to travel, we were not able to rebook and reprice. We would have been able to use the travel protection to lower the price of the reservation. This is advised in the Travel protection description. see below
The following items are not refundable under Travel Protection Plus - Enhanced
"No Show" situations where the traveler does not check in and denied boarding situations are not covered
Non-refundable hotel rates
Any non-refundable deposit fees
Air not purchased from CheapCaribbean
If the number of individuals occupying a room decreases, the remaining travelers will be responsible for additional costs incurred as a result of a change in the per person occupancy rate
I am sorry for any confusion and inconvenience.
The travel protection covers the hotel portion if the entire reservation is cancelled, not one person.
Customer Answer
Date: 03/27/2025
[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 as Answered]

Complaint: 23031729

I am rejecting this response because:

I would like to see proof that you requested the refund from the hotel and they denied it. I asked the hotel about the situation and they said they had no part in the refund decision because we booked through CheapCaribbean.
The Cheap Carribean representative said they did not know how much each person's cost was for the reservation and said they needed that information from the hotel. They said since we booked through the third party, they didn't even have that information, but to contact CheapCaribbean. We should not have been charged a travel protection fee for each person if each person's full portion was not included in the insurance. I have attached the email I have from the hotel. Please send me the email you have from them denying the refund.

Regards,

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

Business Response
Date: 04/09/2025
We are sorry however we are unable to provided internal emails.
Please understand as explained prior to the client on March 1st that we were unable to provide a refund for her unused portion at the hotel since we can't get a price difference without cancelling and rebooking the reservation with new occupancy. Regrettable the hotel did not have to availability to make this change being it was within 24 hours of arrival date. Again, we are unable to provide a refund for the resort portion as we were charged in full for the reservation.
A refund of $187.11 has been processed to the client's credit card for the cancellation of their airlines ticket.
Our position remains the same.
* Terms attached

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

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

CheapCaribbean.com, Incorporated is NOT a BBB Accredited Business.