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On July 15th I booked a stay for two including nonstop airfare, 7 days in a Junior Suite Swim Up room at the *** in Cancun Mexico, and roundtrip private airport transfers, through cheapcaribbean.com. Their website states a guarantee that if you find a cheaper price somewhere else within the first 24 hours of the original booking, not only will they beat that better price, but they'll offer a $150 credit toward a future booking through cheapcaribbean.com. Well, I did find a better price through ***.com - it was about $200 less than what I paid through cheapcaribbean.com, so I took screenshots of the *** pricing and sent it along in an email to cheapcaribbean.com. It was for the same exact flight, the same room, and the same transfers. The ONLY difference is that on cheapcaribbean.com's website, they call the room the "Royal" Junior Suite Swim Up. The ***'s OWN website lists it as the Junior Suite Swim Up - there is no mention of a "royal" suite anywhere on their site. The letters *** stand for ***, which I have to assume is where cheapcaribbean.com is getting the word "royal" from. Because of this, I received a brief email (with no actual person's signature) from them stating that they appreciate my price match inquiry but they can't honor it because it's not the same room. It actually IS the same room - as I said, the *** website itself refers to the room as the Junior Suite Swim Up, as does ***. I believe Cheapcaribbean.com is purposefully calling rooms different names so they can dispute any price match claims by saying the rooms are different. The room pictures on both the cheapcaribbean.com site and the ***'s own website are identical. It is the same room. I wrote back to them explaining this and after six hours of no response, decided to try calling them directly. After waiting for more than an hour for a callback and being put on hold for another 20 minutes while the rep checked with the separate "price match" department, I was told there is nothing they can do to honor the price match because I'm comparing apples to oranges. The best they can do is cancel my trip and let me rebook it through ***.com. I declined to do this because 1) I should not have to do extra work because they refuse to admit that they have labeled the room incorrectly, when it is, in fact, the same identical room, and 2) because there's no guarantee once they cancel my trip and I try to rebook through ***.com that ***'s pricing will not have increased, and 3) I lose out on their promised $150 credit. I followed their rules and I believe I meet their criteria. This is a shady practice and misleading. If anyone else considering booking a trip through Cheapcaribbean.com because they can fall back on their price match "guarantee," I suggest you check Cheapcaribbean.com's room name against what the ACTUAL hotel calls it BEFORE booking, to be sure they actually match. I am so disappointed in this company. I have had previous positive experiences and left positive reviews, but I will look elsewhere to book from now on if this is not resolved honestly on their part, and to my satisfaction.
After review of the case, the following actions were taking by CheapCaribbean.com:
The client booked a reservation online on April 12, 2019
The client purchased round trip airfare from PIT to CZM 4-night stay at *** Cozumel and standard insurance
The client purchased this vacation for 5 passengers to travel to 9/1/19 – 9/5/19 at a total cost of $1864.63
A trip cost breakdown is as follows:
$706.80 Hotel
$1027.74 Airfare
$ 130.09 Insurance
$1864.63 Total Package
During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging.
Our Terms specifically state:
Please review the Terms and Conditions of your trip:
If cancellation of this reservation is requested less than 24 hours from the time of purchase CheapCaribbean.com will offer you the option of a refund to the original form of payment or retaining a credit to be used towards a future purchase. After 24 hours, this vacation is nonrefundable and nontransferable.
If requesting cancellation contact must be made with an Existing Reservation Agent less than 24 hours after finalizing the purchase. CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes.
Changes or cancellations made more than 24 hours after purchase will be charged a $50 per-person fee and up to a 100% hotel penalty, and forfeit airline tickets. A 100% penalty will be charged for No Show reservations. Basic Economy fares have distinct restrictions that differ from other fares so please visit the airline's website or contact your travel agent for the specific restrictions. Changes to, or cancellation of, a Basic Economy flight will result in forfeiture of tickets.
If cancellation is requested more than 24 hours after purchase a 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, a cancellation more than 24 hours after purchase, 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 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, 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
CheapCaribbean.com will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed. Cancellation under the Enhanced - Cancel for Any Reason plan must be requested 48 hours prior to departure. After filing a claim and pending their approval you could qualify for 75% reimbursement less the cost of the policy purchased. Cancellation under the Standard Travel Protection Plan must be requested by the day of departure, before any services are used.
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.
We use sensitive billing information (such as cardholder name, credit card number, and expiration date) for the purpose of completing the travel bookings you conduct on our site. We use other information about you for the following general purposes: to provide you with the products and services you request; to provide you with travel confirmation and updates; to manage your account, including processing bills and providing travel notifications; to communicate with you in general; to respond to your questions and comments; to measure interest in and improve our products, services, and website; to notify you about special offers and products or services that may be of interest to you; to otherwise customize your experience with this website; to solicit information from you, including through surveys; to resolve disputes, collect fees, or troubleshoot problems; to prevent potentially prohibited or illegal activities; to enforce our Terms of Use; and as otherwise described to you at the point of collection.
Total Price: $XXXXX
I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions and Privacy Policy
In review:
6/13/19
client contacted us to inquire about cancelling their reservation. The client was then the following email:
Hello,
If you choose to cancel, the booking is nonrefundable and would result in a credit with cheapcaribbean.com less any penalties from the hotel and airlines. For a cancellation, we would need to speak to the card holder on the phone. For any changes, the client would be responsible for any price difference in hotels and/or airfare, a $50 per person change fee with cheapcaribbean.com. Your current flights are basic economy so they would be a loss as no cancellations or changes can be made. Please call us at and we would be happy to go over cancellation or modification options with you if you chose to look into one of these options. We do apologize for any hold time we are currently experiencing but changes must be made over the phone with the card holder. We cannot take a cancellation over email. For insurance, you would have to cancel with us and file a claim with the insurance company. If the insurance is for an accepted claim, you would receive up to 100% less the cost of the insurance. You can review your insurance policy by visiting www.***.com/*** will just need to cancel with more than 3 day prior to your trip to not have a fee from the hotel.
6/15/19 client contacted us to cancel the reservation per email due to call volume:
I've emailed multiple times and I've waited on hold for over four hours so far. I got a person on the line and they heard I wanted to cancel a reservation , so they put me back on hold! This is bad business . I need to cancel my reservation . I need to file an insurance claim and to do that I need to cancel first . There was no issue taking my money , why is it so hard to get it back . Before this week I would have recommended this company again and again . But not so much after this cluster of *** . Whoever this email finds , I understand it's not personally your fault, but I need this handled . My next step will be contacting my attorney and the Revdex.com .
The following response was sent to the client:
Hello,
We cancel for filing a claim for you if you can provide the last four digits of the credit card and the expiration date for you. If you chose to cancel for credit, it would need to be over the phone. Sincerely
7/9/19
Email response to client:
Hello,
You may call in now, during our reduced inbound wait times, or if you can verify the last 4 digits of their card and expiration date through email and we can cancel your reservation. If you were to cancel or change your airfare, there is a 100% penalty with no credit remaining. But the resort does not currently have any penalties. We also could waive our standard $50 per person change fee. You may also wish to contact the insurance company in regards to coverage to see if you??d like to cancel and to file a claim. If you have any further questions, please feel free to contact us back at and speak to a customer service representative or check out our FAQ https://help.cheapcaribbean.com/hc/en-us Thank you. Kind Regards,
7/11/19
Clients response to cancel reservation:
Yes I will be cancelling and filing a claim We used two credit cards The first XXX Exp XXX Second one XXXXX Exp XXX XXXX Please let me know when its cancelled so I can continue with my insurance claim
Booking at this point is notes that the client is filing a claim with the insurance company.
We reiterate our sincere apologize for any inconvenience encountered. Due to the recent news in the Dominican Republic we were experiencing a higher than normal hold time. We thank the clients and sincerely appreciated their patience as all calls and emails were being answered in the order they were received and depending on their departure date to ensure we were reaching all of our client as needed. 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.
*terms and conditions attached
I've never waited on hold for 3 hours for anything in my life, much less have done it 3 times. We booked to the DR and after the trouble there, my party changed their reservations to the DR. We were told that the penalty would be waived and that we would just pay transfer fees. Well, well the first person switched, (6 people) by the time that I got them on the phone, they refused to switch, blaming the airlines. The airlines were willing to make the exception, but couldn't because it was booked in "bulk?". So I can either not go where my entire group is now going or pay $1,500. The service was absolutely horrible as well. One lady told me "you should have known when you bought economy"...
I booked a trip for two in Cozumel Mexico for the first week of September. I purchased travel insurance just in case. I am now pregnant and have been advised not to travel by air by a physician.
Cheap Caribbean will not return my calls or emails to settle this matter.
I just need to settle this matter sooner then later.
Everytime I call I wait on hold for lengthy periods of time and then I am transferred only to sit on hold again.
I have sent at least 8 emails to resolve this to no avail.
Please help me.
After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on April 12, 2019 The client purchased round trip airfare from PIT to CZM 4-night stay at *** Cozumel and standard insurance The client purchased this vacation for 5 passengers to travel to 9/1/19 - 9/5/19 at a total cost of $1864.63 A trip cost breakdown is as follows: $706.80 Hotel $1027.74 Airfare $ 130.09 Insurance $1864.63 Total Package During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging. Our Terms specifically state: Please review the Terms and Conditions of your trip: If cancellation of this reservation is requested less than 24 hours from the time of purchase Cheap Caribbean.com will offer you the option of a refund to the original form of payment or retaining a credit to be used towards a future purchase. After 24 hours, this vacation is nonrefundable and nontransferable. If requesting cancellation contact must be made with an Existing Reservation Agent less than 24 hours after finalizing the purchase. Cheap Caribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes. Changes or cancellations made more than 24 hours after purchase will be charged a $50 per person fee and up to a 100% hotel penalty, and forfeit airline tickets. A 100% penalty will be charged for No Show reservations. Basic Economy fares have distinct restrictions that differ from other fares so please visit the airline's website or contact your travel agent for the specific restrictions, Changes to, or cancellation of, a Basic Economy flight will result in forfeiture of tickets. If cancellation is requested more than 24 hours after purchase a 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/ Cheap Caribbean 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, a cancellation more than 24 hours after purchase, 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 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, 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 Cheap Caribbean.com within 30 days after the termination of this trip, all parties are released from further liability CheapCaribbean.com will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed. Cancellation under the Enhanced - Cancel for Any Reason plan must be requested 48 hours prior to departure. After filing a claim and pending their approval you could qualify for 75% reimbursement less the cost of the policy purchased. Cancellation under the Standard Travel Protection Plan must be requested by the day of departure, before any services are used. 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. We use sensitive billing information (such as cardholder name, credit card number, and expiration date) for the purpose of completing the travel bookings you conduct on our site. We use other information about you for the following general purposes: to provide you with the products and services you request; to provide you with travel confirmation and updates; to manage your account, including processing bills and providing travel notifications; to communicate with you in general; to respond to your questions and comments; to measure interest in and improve our products, services, and website; to notify you about special offers and products or services that may be of interest to you; to otherwise customize your experience with this website; to solicit information from you, including through surveys; to resolve disputes, collect fees, or troubleshoot problems; to prevent potentially prohibited or illegal activities; to enforce our Terms of Use; and as otherwise described to you at the point of collection,
t. Whoever this email finds , I understand it's not personally your fault, but I need this handled. My next step will be contacting my attorney and the Revdex.com. The following response was sent to the client:
Total Price: $XXXXX I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions and Privacy Policy
In review: 6/13/19 client contacted us to inquire about cancelling their reservation. The client was then the following email:
Hello,
If you choose to cancel, the booking is nonrefundable and would result in a credit with cheapcaribbean.com less any penalties from the hotel and airlines. For a cancellation, we would need to speak to the card holder on the phone. For any changes, the client would be responsible for any price difference in hotels and/or airfare, a $50 per person change fee with cheapcaribbean.com. Your current flights are basic economy so they would be a loss as no cancellations or changes can be made. Please call us at *** and we would be happy to go over cancellation or modification options with you if you chose to look into one of these options. We do apologize for any hold time we are currently experiencing but changes must be made over the phone with the card holder. We cannot take a cancellation over email. For insurance, you would have to cancel with us and file a claim with the insurance company. If the insurance is for an accepted claim, you would receive up to 100% less the cost of the insurance. You can review your insurance policy by visiting www.*** will just need to cancel with more than 3 day prior to your trip to not have a fee from the hotel.
6/15/19 client contacted us to cancel the reservation per email due to call volume:
I've emailed multiple times and I've waited on hold for over four hours so far. I got a person on the line and they heard I wanted to cancel a reservation, so they put me back on hold! This is bad business. I need to cancel my reservation. I need to file an insurance claim and to do that I need to cancel first. There was no issue taking my money, why is it so hard to get it back. Before this week I would have recommended this company again and again. But not so much after this cluster of b
Hello, We cancel for filing a claim for you if you can provide the last four digits of the credit card and the expiration date for you. If you chose to cancel for credit, it would need to be over the phone.
Sincerely
7/9/19 Email response to client:
Hello,
You may call in now, during our reduced inbound wait times, or if you can verify the last 4 digits of their card and expiration date through email and we can cancel your reservation. If you were to cancel or change your airfare, there is a 100% penalty with no credit remaining. But the resort does not currently have any penalties. We also could waive our standard $50 per person change fee. You may also wish to contact the insurance company in regards to coverage to see if you??d like to cancel and to file a claim. If you have any further questions, please feel free to contact us back at 1-800-915 2322 and speak to a customer service representative or check out our FAQ https://help.cheapcaribbean.com/hc/en-us
Thank you.
Kind Regards,
7/11/19 Clients response to cancel reservation: Yes I will be cancelling and filing a claim We used two credit cards the first XXX Exp XXX Second one XXXXX Exp XXX XXXX Please let me know when its cancelled so I can continue with my insurance claim
Booking at this point is notes that the client is filing a claim with the insurance
We reiterate our sincere apologize for any inconvenience encountered. Due to the recent news in the Dominican Republic we were experiencing a higher than normal hold time. We thank the clients and sincerely appreciated their patience as all calls and emails were being answered in the order they were received and depending on their departure date to ensure we were reaching all of our client as needed. 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.
To Whom It May Concern:
We recently returned from a trip to Cancun that was booked through your company, Cheap Caribbean. Our booking ID was ***.
Unfortunately, our trip was filled with frustration as a result of the absolute lack of professionalism on the part of your company. Initially, we booked a trip to Punta Cana through your website. Given the recent events, we felt uncomfortable traveling there. Because of this, we decided to pursue other options and waited on hold for more than 6 hours to get in touch with a representative of your company. Luckily, on June 20, 2019, the day before our scheduled trip, we were informed by an agent that she could switch our destination to Cancun at an additional charge of $1,126.80. The agent told us that she would send the request for two rooms to the *** Resort. Once the resort had approved the booking request, our credit cards would be charged and we would receive a hotel reservation. Later that night, our cards were charged this additional fee and we did in fact receive the hotel confirmation, just as the agent had said.
After traveling for 12 hours, we arrived at the airport in Cancun in search of the *** van that we had booked and paid extra for through your website. Upon arrival, however, we were informed that the van did not have our names on the list. While this was certainly frustrating, we were nevertheless excited to be in Cancun and get our vacation underway. After finding our own transportation to the resort, we came to learn that the resort did not have our booking information. On top of that, the resort had no rooms available for the four nights that we planned on staying in Cancun. At this point, we were without cell service or a place to stay in a foreign country. The hotel manager allowed us to use the hotel phones to call Cheap Caribbean to attempt to sort this out. We patiently waited on hold, only to subsequently be hung up on by a representative from your company. After immediately calling back, we were again placed on hold, this time for 54 minutes. At this time, other members in our group spoke with the hotel’s manager. The manager, seeing the frustration and concern on our faces, informed us that he would try to contact his staff to help us figure out a Plan B.
The hotel’s manager took our booking information to the booking managers at his hotel. When he came back, he informed us that his booking manager specifically remembered receiving this request from the agent of your company and subsequently denying such request. The booking manager told the agent that they had no vacancies for any of the four nights, and therefore, could not accommodate us. It is unclear why the agent would go ahead and charge our cards after being told this information. While this was underway, I remained on hold with one of your agents. After two and a half hours, I was finally put in touch with a different agent, who, with the help of the resort’s manager, was able to get us into a different hotel for the night. A hold was placed on my credit card in the meantime.
At this point, after traveling for 12 hours and waiting over three hours to get situated, we were taken to the *** resort. The next day, I went to the front desk to make sure that everything was settled, as the other had reassured us that it would be. To my dismay, I was informed that the hotel could not contact Cheap Caribbean, and consequently, nothing had been switched yet. When I had spoken with the other agent the prior day, he had given me his boss’s phone number in the event that I wanted to contact him. I did just that, and after speaking with his boss, I was told, by him, that his company had made a mistake and should never have charged us the extra $1,126.80. His boss came to this realization within five minutes of looking over our booking ID, the call logs, and notes left by the original booking agent. It is unclear why this agent, presumably a trained employee, missed all of this. While the boss was very sincere and helpful, and ultimately able to get our package transferred, his efforts did not erase the disaster we had been put through.
Because of your company’s pitiful handling of our trip, we missed a great deal of our vacation. By the time we arrived at the new resort on Friday, it was dark and all the activities were closed. Likewise, we were unable to take part in any activities or enjoy a day on the beach on Saturday, as we spent most of the day dealing with an issue that we had been told was handled.
On Tuesday, June 25, 2019, we waited at our resort for the *** shuttle that we had reserved to take us to the airport. Unfortunately, there was yet again another problem. Once again, a service we paid extra for was not provided to us by your company. Instead, we were forced to pay $60 for a taxi to the airport.
My friends and I are extremely disappointed with the services, or lack thereof, provided by your company.
This is the first and last time we will use Cheap Caribbean for a vacation. Perhaps this does not mean much to you, as we are just four customers who are of little loss to you. I would imagine, though, that as corporation you pride yourself on maintaining a reputation of professionalism, trustworthiness and efficiency.
After review of the case, the following actions were taken by CheapCaribbean.com:The client booked a vacation with a CheapCaribbean.com representative on 2/1/19The client purchased round trip airfare from 6/21/19 to 6/25/19 for 4 night’s and purchase to *** and Round-Trip Airport Transfers. The client purchased this vacation for 4 passengers to travel 6/21/19 – 6/25/19 at a total cost of $3621.08Cost breakdowns is as follows:$1186.56 Hotel $2338.52 Airfare$ 96.00 Transfers$3621.08 Total PackageDuring 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 standard travel insurance as part of this package, which includes hurricane and weather protection. This policy is nonrefundable after 10 days. You will receive a separate email from *** Global Assistance containing your policy confirmation and certificate of coverage within 1-2 business days 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. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking. In review of the reservation:6/19/19 client called to change destination from PUJ to Cancun. Checking availability, the client was changed to *** and charged $1126.80 to make the change. 6/21/19 upon arrival client contacted us to advise the resort did not have their reservation. However to assist further a reservation for 4 passengers/2 rooms were made for clients at the *** in a Premium Garden View Room.6/22/19 our agent contacted the client again apologizing and to also see how they were doing. The client replied they were doing well. 6/27/19 upon their return the client contacted us with their concerns. Following a review the below email was sent to the client on 7/10/19:From: Customer Care Cheap Caribbean Sent: Wednesday, July 10, 2019 12:01 PMTo: clientSubject: Post travel cheapcaribbean.com booking ***: Booking # *** Dear Client, 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. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties, vendors and airlines that we carry on our website. We regret any inconveniences that you may have experienced. We have contacted the suppliers to inform them of the concerns you encountered during your stay as well as the information that you have brought to our attention to ensure that our clients are provided with the service that they expect and deserve. The resort does appreciate your feedback and will advise the staff accordingly, in order to avoid these situations in the future. They apologize for any inconvenience or misinformation.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 CheapCaribbean would like to offer you a one-time promotional code in the amount of $400.00. This offer is good towards your next CheapCaribbean.com booking with a three-night minimum land and air package, booked and applied by July 10, 2020. To redeem this offer on your next online booking with CheapCaribbean.com, you just have to enter the code provided below into the promo code field box during the booking process. If you prefer to book with one of our BhD??s, please provide them the code during the call.Client Name: Client : ***Expiration: July 10, 2020*Please note: Only one promo code is permitted per booking. The promotional code is non-transferable, non-redeemable for cash and void where taxed, prohibited by law. If the reservation is cancelled, the code cannot be reapplied to a new booking.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! Kind Regards,We certainly do apologies for any confusion caused and for any inconveniences they may have encountered at this time. 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 rendered in full.
Horrible phone service. Every time I called I waited almost two hours for someone just to pick up. They don’t even let you know when they close so you keep waiting and they never pick up. I thought I found the solution when I entered my name and number to get a call back only to be told they couldn’t help me with my problem so I had to call the main number.
Also, they make it very difficult to book with a flight credit requiring me to rebook an entire vacation instead of just a flight and they give you less than a year from receiving the credit voucher. And the credit voucher I received had false information on it regarding my type of credit. I spent an entire day and got nowhere. Frustrating as ***! This was my first and last time using them.
I purchased tickets for five family members to travel to Punta Cana in March with Cheap Caribbean. Due to circumstances in the Dominican Republic at this time, my family and l decided to change destinations to Aruba for safety reasons. Cheap Caribbean informed me that they along with the *** in Punta Cana, did not incur a penalty fee but *** did charge a penalty fee of $200 per passenger for a total of $1,000 charged to my credit card. After seeing Channel 7 news which indicated that airlines were in fact not charging this fee, l contacted *** and they confirmed they were in fact waiving this fee and l should reach out to Cheap Caribbean and make them aware. I did numerous times and waited for hours on the phone only to be told that this penalty fee is in fact in place with ***. I again called *** and spoke with their Sales department and they again confirmed they have waived this fee and l should go further with this. I am hoping someone can help me. If l do owe the money that is totally fine but my gut is telling me that something is not right and l have been taken advantage of. I would appreciate someone looking into this on my behalf and behalf of my family members. Thank you.
After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on March 12, 2019The client purchased round trip airfare from JFK to PUJ 6-night stay at *** Punta CanaThe client purchased this vacation for 5 passengers to travel to 11/28/19 – 12/4/19 at a total cost of $8819.10A trip cost breakdown is as follows:$4668.66 Hotel $3403.15 Airfare$ 132.00 Transfers$ 615.29 Insurance$ 8819.10 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 nontransferableChanges 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 kindCheapCaribbean.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: $USDCharge on XX/XX/XX: $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: 6/20 client contacted us on 6/20/19 to make a change to her reservation to the Barcelo Aruba. Client was advised of the air changed fee ($200.00) at the time of the change and the resort and insurance increase in making the change. Client was charged an increase of $2174.31.We understand that the client may have been advise by *** that airlines fees were waived. Per ***’s contract those with changes prior to Nov 20, 2019 and travel begins before Nov 20, 2019 were offered a change without a fee.In this case the client did make a change prior to Nov 20, with new dates of travel reflect after Nov 20, 2019 which would incur the change fee. Per ***: ***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.
I am not able to travel on my vacation, I have been trying to call Cheap Caribbean, I sent about 5 different emails and I still have not heard anything back. I'm unable to travel as my doctor has instructed me to stay on bed rest and that flying will most likely lead to fetal demise. I have called and the wait times at 92 minutes, 63 minutes, 186 minutes at one point. I just want this trip to be cancelled and refunded. I was actually calling and emailing to get a fax number so my doctor can fax a letter. I just want this trip cancelled and my money refunded, it's been more than 48 hours since my 1st email. My flight is scheduled for 09/16 going to Mexico until Friday 09/20. Booking:
In review:Booking date 6/22/19Travel dates: 9/19/19 – 9/20/119We reiterate our sincere apologize for any inconvenience encountered. Due to the recent news in the Dominican Republic we were experiencing a higher than normal hold time. We thank the clients and sincerely appreciated their patience as all calls and emails were being answered in the order they were received and depending on their departure date to ensure we were reaching all of our client as needed. 6/30 client contacted us by phone to cancel their reservation. Its noted the client was cancelling due to medical reason. As insurance was not purchased at the time of booking no claim could be filed. In this case per our terms and conditions a CheapCaribbean.com Future Credit was issued less cancellation penalties.As always, our aim is always to provide the best service and we hope that they will give us another opportunity to prove this. terms and conditions attached
My money was stolen for excursions that I didn't receive. I was also given a smaller room than I paid for and not refunded any of my money. This is a complete scam!!! I'd give zero stars if it were an option.
Awful. Awful. Awful. Writing this review while on hold with their customer service and been on hold for 4 hours 8 minutes and counting.
I have attempted for one week now to contact Cheap Caribbean to cancel our flight and hotel reservation vacation we booked with them. This includes calling the number provided for cancellation first then they tell you it’s high call volume so to email them if you aren’t traveling in next 7 days. I email them only to have them to tell me I have to call the number again. Call again and wait and wait finally get a person that says he cannot help with cancellations but will transfer me to someone that can help. I wait an hour nobody comes on phone. I sentd another email to inquire about what to do and who to call. Still no response. I then call again and after 45 minutes wait. Person comes on briefly saying he can’t help and will transfer me. I wait 2 hours on phone of which the wait time never changed and staye d190 minutes so I hung up. I emailed them again to tell them the urgency of cancelling vacation to rebook so that we can have a vacation. Still no response. I don’t know what else to do
After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on March 23, 2019The client purchased round trip airfare from LIT to PUJ 5 -night at *** - AlThe client purchased this vacation for 2 passengers to travel to 8/2/19 – 8/7/19 with insurance coverage at a total cost of $3806.16 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 nontransferableChanges 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 kindCheapCaribbean.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: $USDCharge on XX/XX/XX: $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: 6/25 Client called to cancel her vacation package under the insurance coverage. She was advised that the refund amount would be less the cost of the insurance ($346.02) and would take approximately 21 days to appear on her credit card.Once again, we reiterate our sincere apologize for any inconvenience encountered. Due to the recent news in the Dominican Republic we were experiencing a higher than normal hold time. We thank the clients and sincerely appreciated their patience as all calls and emails were being answered in the order they were received and depending on their departure date to ensure we were reaching all of our client as needed. 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
*terms and conditions attached
I bought vacation from CHEAPCARIB*- $1,896.14 – is actual company, who sells the whole trip, including Air and Resort.
My flight was cancelled due to weather condition. Spirit Airline company returns all money to CheapCaribbean.com
But CheapCaribbean.com does not returns money to my Credit Card.
I lost my vacation. I lost my money.
After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on 2/26/19The client purchased round trip airfare from EWR to SDQ 5 -night stay at Grand Bahia Principe El PortilloThe client purchased this vacation for 2 passengers to travel to 4/20/19 – 4/25/19 at a total cost of $1896.14A trip cost breakdown is as follows:$ 819.88Hotel $1076.26Airfare$1896.14Total 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 nontransferableChanges 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 kindCheapCaribbean.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: $USDCharge on XX/XX/XX: $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: 4/20 client contacted us advising his flight was cancelled due to weather and would not be traveling. That he was contacting his credit card company and had insurance protection with them. Client also advised that he too contacted the resort advising of his cancellation.The purchase was contractually nonrefundable. Therefore, the client is fully responsible for this charge. For the cancellation of the reservation, the client is eligible for Cheap Caribbean credit of $1568.19, that will expire on February 26, 2020. Due to an active chargeback, the Cheap Caribbean credit of $1568.19 is not yet issued to the client. Once the chargeback is closed, the future credit voucher is sent to the client. A Cheapcaribbean.com Future Credit was issued on April 20th in the amount of $1,568.19. This was calculated as follows: Total Reservation Cost: $1896.14 Hotel Penalty: -$327.95 Spirit Airlines Cancellation: -$0.00 Cheapcaribbean.com cancellation fee: -$0.00 Total Remaining store credit: $1,568.19 Moreover, the client request cancellation prior to departure will incur an additional 100% fee and no refunds would be issued; the client would receive a Future Credit less fees. As per our terms and condition: - CheapCaribbean.com has no liability and will make no refund in the event of any delay, a cancellation more than 24 hours after purchase, 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. The client had the opportunity to purchase insurance coverage through the CheapCaribbean but chose not to buy this coverage. If this had been bought by the client, then they would have the opportunity to file an insurance claim with the third-party insurance provider for this cancellation. However, because this service was not purchased the client is not eligible for any reimbursement per the nonrefundable terms. The client agreed to our nonrefundable Terms and Conditions at the time of purchase. The nonrefundable Terms and Conditions that were agreed to by the client at the time of purchase has been provided in the backup documentation. The client is fully responsible for this charge. No refund is due as the cancellation was done as per customer agreement. 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.
[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: ***
I am rejecting this response because:First, I got a FULL refund from DISPUTE from *** Bank Card.Second, I had a Small Court Option.
Regards
The clients credit card dispute is still active and unresolved.
We currently await the credit card company response before any further action or issuing of the clients CheapCaribbean.com Future Credit can be issued.
As the reservation currently stands the client holds a CheapCaribbean Future Credit (per our terms and conditions) less hotel penalties in the amount of $1568.19, valid to use one year from booking.
At this time our position remains the same.
I have never experienced such horrible service. I booked my trip with Cheap Caribbean back in January for the Dominican Republic leaving July 6th. First I received an email about a month ago that the hotel I booked was going to be closed for renovations the week I booked it. They only gave me two options of Hotels and if I chose anything else I would be charged additional fees. Now, because of the issues in the Dominican Republic, we are looking to change our vacation. We have sent 3 emails with no response. We have made multiple attempts to call and have waited on hold for numerous hours. Last night we tried calling. The initial wait time stated 180 minutes. After we were on hold for 4 hours, I asked my husband to call on another line and choose the option for booking a new trip. Within 7 minutes a representative picked up the line. When my husband told her that we were holding on another line for 4 hours so far and asked if she could help us, the representative advised us we had to keep holding. She advised that the wait time was 5 hours. So we continued to hold. After being on hold for 7 and half hours, I finally gave up. I am on hold right now. I dialed in at 5:30 and it said only 30 minute wait time. It has now been over an hour. I do not believe that anyone ever picks up on this option. They are making it impossible for anyone to cancel or change their trip. I will lose over $8,000. This is unacceptable.
After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on January 6,2019The client purchased round trip airfare from JFK – CUN 6-night stay at *** San JuanThe client purchased this vacation for 6 passengers to travel to 7/6/19 – 7/12/19 at a total cost of $8767.90A trip cost breakdown is as follows:$2940.39 Hotel $5012.82 Airfare$ 609.69 Insurance$ 276.00 Transfers$ -100.00 Discount$ 29.00 Deposit Fee$8767.90 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 nontransferableChanges 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 kindCheapCaribbean.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: $USDCharge on XX/XX/XX: $USD Total Price: $USD Total Price: $USD Balance $ I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions Per our records:6/2 We notified the clients that due to the closing of the resort we had options to consider in making the change. We also left a voice message for the client to reply back to our email or contact us by phone6/3 client calls to get more info on changing resorts. No changes made at this time6/4 received an email from the client with a request to be contacted by phone6/4 we emailed the resort to confirm that the client has contacted us to change to the ***6/5 the client replied back that yes they wish to change to ***6/5 client called inquiring about the possibly of cancelling a passenger6/17 client called to discuss possible options for change destinations. No changes made at this time6/18 client called again to price out a change in destination and resort. No changes made at this time6/19 client called to make a change to their current reservation. Charged the client an additional 582.28 to make the change.6/20 client sent revised documents Once again, we reiterate our sincere apologize for any inconvenience encountered. Due to the recent news in the Dominican Republic we were experiencing a much higher call time than normal. We thank the clients and sincerely appreciated their patience as all calls and emails were being answered in the order they were received and depending on their departing date to ensure we were reaching all of our client as needed. 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.*Term and conditions attached
I was on hold with Cheap Caribbean last night for three hours and my phone call was dropped. I sent an email last night, however it has since gone unanswered. I called back today and waited six hours to speak to customer service. My call was finally answered by a woman who asked me how she could help me, then transferred me to another line with a wait time of approximately nine hours. I even tried to reach the company on social media without success. There is no other way for me to modify my reservation other than speaking to a live person. I have exhausted all my options and still I am unable to speak to a person that is willing to help me. I called AGAIN and after waiting for another 3+ hours the woman who answered told me she was unable to help me and that I should call back AGAIN at 5AM.
Hello cThe issue had been resolved with the business
Spent the last of our money we had for our trip on an excursion we really wanted to go onto and got sent on the wrong excursion. We went back to our rep and was completely understanding of how mistakes happened and we told him that we would be fine if we were just given 1/2 our money back. The rep (Ivan *** told us it should be no problem and to come back and see him the next day so he could talk to his supervisor. So we came back the next day and what we were offered was some "soveniors" that Ivan got from his car that we're from a near-by nightclub!? Are you serious!? We asked Ivan to call his supervisor so we could talk to him and he blatantly told us no and that customers aren't aloud to talk to the supervisors? Since when can the customer not talk to a supervisor? Isn't that what a supervisor is there for...? To sum it up, it seemed as if Ivan didn't tell his supervisor at all about his mistake and was just trying to cover it up. Me and the rest of our group pretty much got robbed for his someone else's mistake of booking us on the wrong excursion. Oh and I forgot to mention, Ivan told us that nothing is going to be done and if we have a problem with that then send a complaint once we're back in the United States which so... here we are. We've booked our last 5 trips with cheap Caribbean in the last 5 years, great job on loosing thousands in future revenue just to save $600!
This company will not return calls, they took out an extra $1500.00 on a trip that has been paid for on May 23, 2019. They will not return a call, I have spoken with an attorney and contacted the card company to stop payment of the $1500.00. This company's lack of customer service is terrible and should be looked at internally. This is not how a company should treat its customers, fraud is illegal and taking out money from someone account is a crime without there knowledge.
I have called this company over 10 times and no one has picked up. I left messages, emails, and when I do call im on the phone waiting for someone to pick up for over 45 min before I hang up.
After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on February 19, 2019The client purchased round trip airfare from JFK – CUN 5 night stay at *** The client purchased this vacation for 6 passengers to travel to 6/30/19 – 7/5/19 at a total cost of $2059.18A trip cost breakdown is as follows:$ 923.92 Hotel $1010.26 Airfare$ 96.00 Transfers$ 29.00 Deposit Fee$2059.18 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 nontransferableChanges 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 kindCheapCaribbean.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: $USDCharge on XX/XX/XX: $USD Total Price: $USD Total Price: $USD Balance $ I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions Per our records:6/11 client contacted customer care wanting to make a change to the reservation. As he had reached the post travel department, we advised that we would reach out to our services department to have him contacted. We also received an email from the client advising his request to make a change to his reservation6/12 we send an email to the client informing of the process and information need in making a change. The client then made a change to his flight and resort and was charged an additional $811.08. New travel documents were sent to the client. Once again, we reiterate our sincere apologize for any inconvenience encountered. Due to the recent news in the Dominican Republic we were experiencing a higher than normal hold time. We thank the clients and sincerely appreciated their patience as all calls and emails were being answered in the order they were received and depending on their departure date to ensure we were reaching all of our client as needed. 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.*Term and conditions attached
I am trying to get in contact with them involving rescheduling my trip and I am getting no answer my trip is coming up and I need to reshedual to do my sick grandmother and I received no call back no answer no email nothing very unprofesinal.
After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on May 26, 2019The client purchased round trip airfare from PHL to CUN 4-night deal Of Fortune ***The client purchased this vacation for 2 passengers to travel to 6/13/19 – 6/17/19 at a total cost of $2104.40A trip cost breakdown is as follows:$ 920.00 Hotel $ 1184.40 Airfare$2104.40 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 nontransferableChanges 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 kindCheapCaribbean.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: $USDCharge on XX/XX/XX: $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: 6/11 we were notified that the client wished to cancel her reservation due to a death in the family. A service agent connected with the client and cancelled the reservation as requested. A Future Credit was then issued less penalties in the amount of $1474.40. Expires a year from the booking date 5/26/2020.Once again, we reiterate our sincere apologize for any inconvenience encountered. Due to the recent news in the Dominican Republic we were experiencing a higher than normal hold time. We thank the clients and sincerely appreciated their patience as all calls and emails were being answered in the order they were received and depending on their departure date to ensure we were reaching all of our client as needed. 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.*Term and conditions attached
We just got back from our 3rd vacation using CheapCaribbean.com a couple of weeks ago, in Montego Bay, Jamaica. 2 years ago, we used it to go to Puerto Rico, and last year we went to Punta Cana, DR. All I can say is, I don't know why there are so many negative reviews for this service. All 3 vacations were fantastic! There were no issues with the airlines, transfer service was always at the airport when we arrived (and there to take us back at the end). The all inclusives were no gimmick, almost everything was included, food and drink! We were not shut out of any restraurants, ever. My family had a fantastic time for each of these! And when we had some questions for their help desk, it took a while to reach them, but once we did, they were cheerful and courteous, and very helpful. This is a great company, and we will be using them again for sure!
On 2/5/2019, I made a reservation with CheapCaribbean.com for a total amount of $3,631.06. During that transaction, I selected their “Enhanced Cancel for Any Reason” plan for a cost of $322.58 above what is included in the “Standard” insurance plan.
After making the reservation, my spouse encountered medical problems and took advice from our physician. We contacted CheapCaribbean on 2/24/19 to cancel our reservation based on doctor’s advice. One of their agents told us we had 2 options: (1) the entire reservation amount would be forfeited or (2) we could accept a “voucher credit” but no money back. I then discovered that CheapCaribbean had already charged the ENTIRE AMOUNT to my credit card.
I researched their company and travel insurance program and realized that their company has a history of scamming people. I immediately filed a Chargeback with my credit card company to recover the money they took from my account.
On 5/3/2019, the bank denied my chargeback based on FALSE information CheapCaribbean gave them during their investigation. Their letter to *** dated April 29, 2019 says I cancelled the reservation on March 18, 2019, activating the Insurance Policy, but I DID NOT cancel the reservation. I could not cancel the reservation because I did not communicate with them on 3/18/2019 as they stated in their letter to ***. I have email proof and phone records to support this.
They misled the Bank Investigator by saying that I could rely on that program for reimbursement. They also say in their letter to me: “if you wish to apply payment and travel” proving that their February charge on my account was UNAUTHORIZED, premature, and illegal.
CheapCarribean took my money and passed me off to another company for reimbursement. They said in their letter and on their website that the insurance claim takes 10 days, but on 5/7/2019, I called the insurance company and they said it would take 30 days for the claim to be reviewed. On 5/13/2019, I called them again and spoke to “Zoe” who said my claim “is in review and will take up to or MORE THAN 30 days from May 8th.” We even sent a Doctor’s note to the insurance company.
It is deceptive to say I can cancel the reservation FOR ANY REASON. And then it is also misleading when they claim the process takes 10 days to get my money back. Why are we filing claims and waiting for months when we paid $322.58 extra to purchase the enhanced “CANCEL FOR ANY REASON”?
CheapCaribbean.com sells a FRAUDULENT and DECEPTIVE service. They collect money for trips and when customers try to cancel, they send them to their insurance company with a FAKE misleading policy. They extracted money from my account without full knowledge or approval. When I tried to file a chargeback, they provided misleading information to Investigators. In essence, they stole my money and after the doctor said we should not go, CheapCaribbean then sells the airline seats and motel rooms WE PAID FOR to other unsuspecting travelers, effectively getting money TWICE for ONE SERVICE. When people try to recover their money, they pass them off to their insurance operation. This constitutes a clear fraud and deceptive practices and CheapCaribbean, along with any organization involved in their SCAM, or any bank or credit card company that collects funds for their SCAM, needs to be reported to the Revdex.com and investigated by the proper authorities.
After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on February 5, 2019The client purchased round trip airfare from PDX to CUN 7-night stay at ***
The client purchased this vacation for 4 passengers to travel to 4/12/19 – 4/19/19 at a total cost of $3631.06A trip cost breakdown is as follows:$2060.80 Hotel $1207.68 Airfare$ 100.00 Discount$3631.06 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: You're All Set!Please review the Terms and Conditions of your trip: • If cancellation of this reservation is requested less than 24 hours from the time of purchase CheapCaribbean.com will offer you the option of a refund to the original form of payment or retaining a credit to be used towards a future purchase. After 24 hours, this vacation is nonrefundable and nontransferable.• If requesting cancellation contact must be made with an Existing Reservation Agent less than 24 hours after finalizing the purchase. CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes.• Changes or cancellations made more than 24 hours after purchase 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.• If cancellation is requested more than 24 hours after purchase a 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, a cancellation more than 24 hours after purchase, 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 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, 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• CheapCaribbean.com will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed. Cancellation under the Enhanced - Cancel for Any Reason plan must be requested 48 hours prior to departure. After filing a claim and pending their approval you could qualify for 75% reimbursement less the cost of the policy purchased. Cancellation under the Standard Travel Protection Plan must be requested by the day of departure, before any services are used.• 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.• We use sensitive billing information (such as cardholder name, credit card number, and expiration date) for the purpose of completing the travel bookings you conduct on our site. We use other information about you for the following general purposes: to provide you with the products and services you request; to provide you with travel confirmation and updates; to manage your account, including processing bills and providing travel notifications; to communicate with you in general; to respond to your questions and comments; to measure interest in and improve our products, services, and website; to notify you about special offers and products or services that may be of interest to you; to otherwise customize your experience with this website; to solicit information from you, including through surveys; to resolve disputes, collect fees, or troubleshoot problems; to prevent potentially prohibited or illegal activities; to enforce our Terms of Use; and as otherwise described to you at the point of collection. Total Price: $XXXXX USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions and Privacy PolicyIn review: On 2/24 the client called and inquired about canceling his reservation. Was advised of the change fees and penalties imposed. Advised that we could issue a CheapCaribbean.com Future Credit minus the fees or file a claim with the insurance company. We also offered to also make a change to his reservation which the client denied. No changes were made to the reservation at this time.3/19 the following email as sent to the client as stop payment was made through their credit card.1ST ATTEMPT---From: CheapCaribbean Reservations Sent: Monday, March 18, 2019 1:58 PMTo: Client Subject: Stopped Payment- *** Hello Client, I called the phone number we have for you and left a voicemail. We are reaching out to you today because we received notice that you stopped the payment from your financial institution. We just wanted to know if you planned to go on the vacation, if you wanted to cancel and file a claim for reimbursement through your financial institution or if there was something else you intended to do. Please REPLY ALL to this email or you can call me directly at . I will be in the office until 8:00pm EST tonight 03/18/19. If you call me directly please leave a voicemail if you are forwarded to it and if you cannot call until at 8:00pm, then please just call the and an agent will assist. I will be in the office tomorrow, 3/19, from 10:30am-8:00pm EST, if you would like to speak then. Thank you,2ND ATTEMPT---From: CheapCaribbean Reservations Sent: Tuesday, March 19, 2019 3:13 PMTo: ClientSubject: 2nd Attempt to collect payment- ***Hello Client,I called the phone number we have for you and left a voicemail. I attempted to contact you on 03/18/19 and today, 03/19/19, through both phone and email. I was not able to reach you. Please be advised if we do not receive a call by 8:00pm EST tonight, 03/19/19, we will be forced to cancel the reservation per our terms and conditions. Please REPLY ALL to this email or you can call me directly at , if you wish to apply a payment and travel. I will be in the office until 8:00pm EST tonight 03/19/19. If you call me directly and are forwarded to my voicemail, please leave me a message and I will return your call as soon as possible.Thank you,Since not correspondence was received the reservation was then cancelled. The client then contacted his credit card company and issued a chargeback. The credit card company was send documentation of the reservation and account of the transaction. The chargeback was closed in our favor on 4/15. We have since contacted *** to inquire if the client has in fact filed a claim and in reimbursement was due. We were informed that the claim has been approved and that client will receive a refund less the insurance. 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
I booked a trip through cheap Caribbean, they told me there would be a $200 penalty from the airline and a $50 penalty from cheap Caribbean, and that was all. They force you to call in, yet when I attempted to call in 3 times, I was put on excessive hold times and could not get though. I did get through today, yet when I cancelled my reservation, the details of the cost was far different than originally told to me. They are restricting my credit for future travel not to just using within a year BUT ALSO the trip must be booked and you must be home before the original booking date of the original scheduled trip. While cancelling they kept placing additional and further restrictions and penalties upon me which were never explained in the email I have nor clearly indicated on their website. They need to stick with what they told me and wrote to me in an email and not create new, different and additional penalties, here is a copy of the email, it states nothing about using the credit for travel within the one year time frame and being home before the original booking date:
CheapCaribbean Reservations
May 28, 2019, 4:33 PM (2 days ago)
to me
Hi ***,
We apologize for the hold times, we are experiencing high call volume and are addressing calls in the order we receive them.
If you wished to cancel your reservation there would be a $50.00 per adult CheapCaribbean fee, a $200.00 per ticket airline cancellation fee, and if the cancellation occurs on or after June 15th, 2019 there would be a one night resort cancellation penalty. The remaining value would be issued as a future travel credit which expires one year from your original booking dates.
If you would like to proceed with a cancellation, we would need to speak with the cardholder to verify information on the booking at . We have agents available daily from 5am until 2am EST to assist you.
Kind regards,
cid:***-***-***-***-***
Desirée I
Reservations Department
Office:
After review of the case, the following actions were taken by CheapCaribbean.com:The client booked a vacation with a CheapCaribbean.com representative on 4/10/19The client purchased round trip airfare from PHL to PUJ for 5 night’s and purchase the Deal Of Fortune Montego Bay and Round Trip Airport Transfers. The client purchased this vacation for 2 adults and 1 child to travel 6/18/19 – 6/24/19 at a total cost of $3677.04Cost breakdowns is as follows:$ 1593.15 Hotel $ 2011.89 Airfare $ 72.00 Transfers$3677.04 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 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 standard travel insurance as part of this package, which includes hurricane and weather protection. This policy is nonrefundable after 10 days. You will receive a separate email from *** Global Assistance containing your policy confirmation and certificate of coverage within 1-2 business days 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. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking. In review of the reservation: On 5/28 the client called to cancel his reservation. It was advised to him as per our terms and conditions that fees would apply for the cancellation and the remaining credit would be issued to him with an expiration date of one year from booking dare. Since the client cancelling was an adult on the reservation the child (age 12) would then be charge an adult rate, per the resorts policy. Double room occupancy is sold at an adult rate to the first two passengers, the third passenger whether it be an adult or child is then sold at a discounted rate. The client credit offer was reflective of this. No changes made at this time5/30 the called to cancel, was again explained the process and understood the credit amount being offered. Client at this time was issued a Future Credit in the amount of $813.266/11 the second (adult) and third passenger (child) on the reservation cancelled their reservationAs a gesture of customer service CheapCaribbean.com waived are cancellation Fees. No resort fees applied for the cancellation due to the time frame. The only fees that went into effect were the fees imposed by American Airlines, $200 PP. The client (which was the credit card holder) was issued a Future Credit Voucher in the amount of $3077.04 with an expiration of 4/11/20Once again, we reiterate our sincere apologizes for any inconveniences 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. All services are rendered in full.*terms and conditions attached
[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: ***
I am rejecting this response because:
air-flight cost should also be refunded, the FBI and now just announced the ATF are investigating in the Dominican Republic due to more murders, deaths and poisonings! I know that the airlines are offering refunds due to the dangerous situation in the Dominican Republic, it's all over the news, including just last night on my local news as well!!!
Regards
Our position at this time remains the same.