CheapCaribbean.com, Incorporated

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

The client booked a reservation online on March 15, 2019

The client purchased round trip airfare from BOS to CUN 5 -night stay at *** at Grand Cancun

The client purchased this vacation for 4 passengers to travel to 2/8/19 – 2/16/19 at a total cost of $3674.50

A trip cost breakdown is as follows:

$1569.76 Hotel

$ 865.82 Airfare

$ 40.00 Transfers

$ 29.00 Deposit

$ 241.37 Insurance

$2745.95 Total Package

-$1297.17 Deposit Paid at the time of purchase

$1448.78 Balance due 21 days prior to travel

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 contactmustbe 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:$XXXXXUSD

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

$

In review:

In this case the client has filed a claim with ***. We have been informed as of March 3rd the client had received a check from *** in the amount of $395.92 and cashed on March 4th. This refund was reflected of one passenger for the land and air purchase. Since the client filed and received reimbursement from *** the client would no longer hold an Airline or CheapCaribbean.com future credit with CheapCaribbean.com.

As each passenger holds a separate policy, per *** the second passenger on this reservation has not filed a claim for reimbursement. They would need to contact *** to begin the process. As far as the amounts issued this would be determined by the policy provision under the terms of the insurance policy purchased. As we do not own the company the client would need to contact *** to answer all questions or concerns in which they may have.

Information as seen online and emailed to client at the time of purchase:

Thank you for purchasing our Travel Protection Plan. To review the full terms, conditions and exclusions of the plan, as well as view your
state specific policy, please visit: https://www.***.com/***


*Enhanced Travel Protection includes Cancel for Any Reason benefits, which can reimburse up to 75% of your non-refundable trip costs if you have to cancel for unforeseen reasons that are not already covered or excluded by your plan.

The Travel Protection Benefits are underwritten by *** Insurance Company and Affiliated Companies, Columbus, Ohio and administered by: ***, Inc.,(*in CA & UT, dba *** Insurance Agency) ***, Suite ***, Kansas City, MO, ***. Non-Insurance Services: are not insurance benefits. One Call 24-hour Assistance Services are provided by: One Call ***, Inc. and *** Medical Records Services are provided by ***. Benefits on this page are described on general basis only. There are certain restrictions, exclusions and limitations that apply to all insurance coverages and services. Plan benefits, limits, and provisions may vary by state jurisdiction. To view the full plan details please visit:
https://www.***.com/***

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

No further compensation is being offered at this time as client has filed a claim with the insurance company for coverage protection.

After review of the case, the following actions were taking by CheapCaribbean.com:The client booked a reservation online on October 6, 2018The client purchased round trip airfare from PHL to PUJ 4-night stay at *** Punta CanaThe client purchased this vacation for 2 passengers to travel to 11/24/18 – 11/28/18 at a total cost of $3674.50A trip cost breakdown is as follows:$620.00 Hotel $653.56 Airfare$128.85 Insurance$1450.41 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 USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions and Privacy Policy In review: 11/26/18 client called on departure day to advise they would not be taking the trip as they were late. The agent noted the booking and noted the booking cancelled at this point. Also the client would be contacting ***. 1/7/19 client called to ask about a refund. It was explained we are non refundable company and he would need to follow up with *** for provisions for coverage. As Trip Make is a separate company from Cheapcaribbean.com we are unable to provide or determine the outcome of a clients coverage. The following information regarding *** Coverage is found on the clients travel document. Please below and attached where a link is provide outlining the coverage: 5TRAVEL PROTECTIONTitle: Travel Protection - Enhanced - includes Cancel for Any ReasonDescription: Thank you for purchasing our Travel Protection Plan. To review the full terms, conditions and exclusions of the plan, as well as view your state specific policy, please visit: https://www.***.com/***Enhanced Travel Protection includes Cancel for Any Reason benefits, which can reimburse up to 75% of your non-refundable trip costs if you have to cancel for unforeseen reasons that are not already covered or excluded by your plan. The Travel Protection Benefits are underwritten by Nationwide Mutual Insurance Company and Affiliated Companies, Columbus, Ohio and administered by: ***.,(*in CA & UT, dba *** Insurance Agency) ***, Suite ***, Kansas City, MO, ***, . Non-Insurance Services: are not insurance benefits. One Call 24-hour Assistance Services are provided by: One Call ***. and *** are provided by ***. Benefits on this page are described on general basis only. There are certain restrictions, exclusions and limitations that apply to all insurance coverages and services. Plan benefits, limits, and provisions may vary by state jurisdiction. To view the full plan details please visit: https://www.tripmate.com/wpN600PCheapCaribbean.com 2003 S. Easton Rd., Doylestown, PA 18901 © 2017, all rights reserved. If client cancels or no shows on the day of travel up to 100% resorts and airline penalties would apply per contract. Once again, we reiterate our sincere apologizes for any difficulties they may have encountered. No credit is available to offer to the client in this case. 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.

see attached documents

After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on March 11, 2019The client purchased round trip airfare from IAH to SJO 5-night stay at *** Resort, *** – all InclusiveThe client purchased this vacation for 4 passengers to travel to 4/20/19 – 4/25/19 at a total cost of $5970.34A trip cost breakdown is as follows:$2203.74 Hotel $3766.60 Airfare$5970.34 Total Package During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging. Our Terms specifically state: 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: In this case when going through the booking process we see the client chose the airport destination of *** when searching for a package. Once chosen a list of available hotels appear indicating the distance between airport and resorts. In this case the distance appears as highlighted below. We also provide alternative airports destination when booking to further our clients consideration: *** Resort, *** - All Inclusive PlanHotel Rating 4 out of 5 Location: Guanacaste, Costa Rica | MapDistance: 112.0 mi from airport *** (SJO)Experiences: Active/Adventure, All Inclusive, Beach, FamilyThe option was available online to purchase flight into Liberia (LIR)*** Resort, *** - All Inclusive PlanHotel Rating 4 out of 5 Location: Guanacaste, Costa Rica | MapDistance: 19.9 mi from airport (LIR)Experiences: Active/Adventure, All Inclusive, Beach, FamilyIn addition, we also provide the option to purchase transfers with each and every package. We see the client opted out of this offer when booking online. 4/21/19 we received a call from the client while in destination inquiring if we could change her return flight to a closer airport. Client was advised to contact the airlines directly for further assistance.4/23 we spoke again to the client regarding her return flight. We advised that in order to change her ticket it would require a change fee and price increase of $497pp. No changes were made at this time.Once again, we reiterate our sincere apologizes for any difficulties they felt they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this. No further compensation is being offered at this time.

After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on July 17, 2018The client purchased 3-night stay at *** Cancun Family ResortThe client purchased this vacation for 4 passengers to travel to 1/6/18 – 1/8/19 at a total cost of $832.74A trip cost breakdown is as follows: $803.74 Hotel $ 29.00 Discount $832.74 Total Package-$270.12 Partial Payment made on 7/17/18 $562.62 Balance Due During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging. Our Terms specifically state: This vacation is nonrefundable and 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: 12/3/18 client contacted us via chat to say they were now seeing the reservation for $200 less. Was advised that we were unable to price match since the time from per our terms had expired in order to do so. The client then asked if they could cancel, and advised a $50 pp fee would be applied. No change was made12/5/18 The following email was sent to client: We have received notice from your credit card company that you have initiated a chargeback for your reservation. If you still intend on traveling, we would need alternate credit card information to keep this reservation. If you do not intend on traveling, we would need to cancel your reservation, per our terms and conditions, to try and retain credit for future travel in the event that the chargeback is closed in our favor. If you do not cancel this reservation and still do not travel, if your chargeback is closed in our favor, you would be subject to much higher resort and airline penalties that could equal the total cost of your reservation. If that is the case, no credit would be issued to you. Also, you are on a deposit so if you are not intending on traveling, we need to have this reservation cancelled before the balance is deducted. Please contact us at the number below and a customer service representative will be happy to assist you. We are here 7 days a week from 5:00am - 3:00am EST.Warmly12/6/18 after speaking to client the reservation was cancelled less penalties and the client held a credit of $166.12. Since the reservation was now in dispute, we would need to hold the credit until the credit card dispute was resolved 4/17/19 we received notification from the client’s credit card company that the dispute was closed in our favor5/7/19 as we are a non refundable company the client was sent a CheapCaribbean.com Future Travel Credit with the expiration one year from booking date 7/17/19. The client wrote back requesting it be extended. 5/14/19 As a gesture of customer service we reissued the Future Travel Credit with an expiration date of 12/7/19. The following email was sent to the From: Customer Care Cheap Caribbean Sent: Tuesday, May 14, 2019 11:05 AMTo: ClientSubject: Post travel cheapcaribbean.com 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. Thank you for your patience while we reviewed your reservation. We have updated your future credit expiration date as requested to 12/7/19. Please note an updated voucher will be sent to you, advising of the new date of expiration also. We apologize for any inconvenience, or misunderstanding.

Please contact existing reservations when using the credit at , advising of the booking ID.Thank you for choosing cheapcaribbean.com! Kind regards,

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.Terms and conditions attached

After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on April 2, 2019The client purchased round trip airfare from ORD to PUJ night stay at *** Punta CanaThe client purchased this vacation for himself travel to 4/5/19 – 4/11/19 at a total cost of $1047.20A trip cost breakdown is as follows:$ 632.70 Hotel $ 513.63 Airfare$ 24.00 Transfers$ 87.77 Insurance$1258.10 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: 4/10/19 client contacted us while in destination with a number of issues. In return we contact the resort to provided client further assistance in resolving his concerns. 4/12/19 client also contacted us upon his return. We again forwarded our client concerns to the resort to review for further consideration of compensation. The resort contacted us after their review and offered to refund the client a two (2) night refund. The following email was then sent to the client: From: Customer Care Cheap Caribbean Sent: Monday, April 29, 2019 7:19 PMTo: ClientSubject: RE: *** Hi,We would first like to take this opportunity to thank you for your patience while we received a response from *** Punta Cana. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. We are very sorry to hear of your disappointment with your recent reservation at *** Punta Cana. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our website. We regret any inconveniences that you may have experienced and we thank you for providing us with your valuable comments and feedback.CheapCaribbean.com is pleased to advise that the resort has authorized two night refund. As a result, we will be refunding $210.90 to your *** card ending in ***. Please be advised that it can take up to 7-10 business days for the refund to show on your credit card, depending upon your financial institution. Please be assured that we will continue to work directly with the resort management at *** Punta Cana to ensure that our clients are provided with the service that they expect and deserve. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience. Thank you again for choosing CheapCaribbean.com! Regards,Once again, we reiterate our sincere apologizes for any difficulties they may have encountered during this hurricane season. 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.

After review of the case, the following actions were taken by CheapCaribbean.com:The client booked a vacation with a CheapCaribbean.com representative on January 30, 2019The client purchased round trip airfare from JFK to MBJ for 5 night’s and purchase the *** Jamaica.The client purchased this vacation for 2 passengers to travel 3/12/19 – 3/17/19 at a total cost of $3194.41Cost breakdowns is as follows:$ 1243.72 Hotel (248.74 per night)$ 930.24 Airfare (465.12 per person)$2173.96 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:3/15/19 client contacted us to inform us she left on Tuesday and staying in a villa and the other passenger is stayed at the resort. We sent an email to resort to see if we can change to singleThe resort replied that since the client had already checked and rooms held they would be charging in full as bookedThe CheapCaribbean agent attempted to contact the client by phone left a voice message however automated machine said that this party is not accepting your call at this time3/19/19 we received a complaint from the client upon their return. On the clients behalf we sent to the resort for review and a request for compensation. The resort send us the following reply:Receive warm cordial greetings from the Quality and Customer Service Department of the *** Jamaica Resort.Thank you for taking the time to reach us and for sharing our mutual client’s feedback It is through communication of this nature that our guests give us an opportunity to assess and evaluate our performance, as well as to ensure that we maintain and deliver the level of service expected from us. The Customer Service Department always investigate all details of the complaints received from our clients with interest of replying with the most accurate information and being able to offer the fairest solution to the situation.First and foremost, as it relates room maintenance, kindly allow us to reiterate our most sincere apologies for the inconveniences encountered. As soon as this concern was communicated to us by our mutual clients, our Maintenance personnel acted promptly, and this concern was addressed and rectified in a timely manner. Please allow us to assure you that it is never in our intention for our guests to have these kinds of experiences, as we greatly pride ourselves on good maintenance, cleanliness and consistency of amenity replenishment both inside our guests’ rooms and around our property. Our Guest Service Manager followed up closely with our mutual clients, and they confirmed that this concern was rectified. Our most sincere apologies were expressed to our mutual clients by our Guest Service Manager.It is imperative that we inform you that as a part of The Inclusive Package complimentary WIFI is always available in our Lobby, Lobby Bar and Lobby terrace. However, should a guest require additional service, this will attract an additional cost. We apologize that this service was not to our mutual client’s liking.We are most disheartened that we were not able to exceed our mutual client’s expectations as it relates to their dining experience. Kindly note that the cuisines that we present to our guests are carefully selected from our international gastronomy supply to which our hotel houses some of the best chefs from around the world to prepare these sumptuous meals with which we present to our guests daily. We sincerely apologize that these cuisines did not meet your expectations.Concerning entertainment, kindly allow us to inform you that there are Entertainment Notice Boards strategically placed throughout our property, which lists the times and locations of each entertainment activity. Please note that there are always scheduled daytime and nighttime activities and presentations every day at our resort and depending on the type of activity the locations may vary. There are three locations where we host our entertainment presentations; The Pueblo Principe, the pool deck and the beach. However, should there are any changes to our Entertainment schedule our management and staff work assiduously to ensure that our guests are informed well in advance.Good service is one of the intangible elements of the holiday experience which can contribute to the overall enjoyment of a client’s holiday and we take pride on the experience and professionalism of the hotel’s management to ensure guest services operate to the high standards of *** Hotels & Resorts. Hence, for this reason we constantly train our staff members through the Human Resource and the Quality Department to ensure that we provide our guests with the natural warmth and hospitality that characterize the Jamaican people. Our management team did everything in our power to minimize the inconveniences of the previously stated situations. Kindly note that after having reviewed this case with our Management team and the supporting feedback from The Management of our hotel we will have to humbly decline our mutual client’s request for refund.Our mutual clients feedback is extremely invaluable to us as they allow us to identify our weaknesses and hence new action plans are created to avoid re-occurrence of such situations.On behalf of the Management and staff, we sincerely apologize once more, and we heartily thank our mutual clients for vacationing with us at The *** Jamaica Resort.Yours faithfully,4/10/19 CheapCaribbean sent the following email to the client with a customer service gesture of a $250 Future Travel Voucher to use toward a future booking with CheapCaribbean.com: Dear ***,Thank you for contacting CheapCaribbean.com and thank you for taking the time to provide us with this valuable feedback. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. We are very sorry to hear of your disappointment with your recent reservation. 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 resort asking for compensation for the issues you encountered, regrettably, the resort has declined to compensate. 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 $250.00. This offer is good towards your next CheapCaribbean.com booking with a three-night minimum land and air package, booked and applied by April 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 ***Code: ***Expiration: April 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,Once 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. *Terms and Conditions attachedAll services are rendered in full. No additional compensation at this time.

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

The client booked a vacation with a CheapCaribbean.com representative on 2/23/19

The client purchased round trip airfare from SAN to CUN for 4 night’s Riu Palace Peninsula

The client purchased this vacation for 4 passenger to travel 4/15/19 – 4/20/19 at a total cost of $2296.80

Cost breakdowns is as follows:

$ 1471.12 Hotel

$ 935.68 Airfare

$ 40.00 Transfers

$ - 150.00 Promotional Discount

$2296.80 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:

2/23/19 the client called and booked with an agent and the above terms were read to the client before processing any charges to the client credit card. The verbal term advise that a Future Credit would be issued less penalties at the time of cancellation.

Online Terms and Conditions: https://www.cheapcaribbean.com/terms.jsp

3/18/19 client called and cancelled the reservation due to passport issues. It was again explained at that time that no refund would be issued. That due to the cancellation her flight would hold no value. The agent advised the client that they could swap passengers if she still wanted to travel. She declined this offer. The client was issued a Future Travel Credit for the balance less penalties imposed. The client currently holds a Future Travel Credit in the amount of $1261.12. Valid one year from booking date. Expires 2/23/20

Once again, we reiterate our sincere apologizes for any inconveniences they may have felt to 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.

We have careful reviewed the clients reservation:

The client contacted us on 3/19/19 at which time we forwarded the client concerns on to the resort. After further review the resort contact on 4/06/19 to advise of an offer of a 2-night refund.

Per resort:

Dear partner,

Thank you for contacting our Customer Service Department at our *** Resort. After carefully investigating the clients case, allow us to inform you that after a careful investigation in our system we have verified that this injury was not reported in-house to the corresponding authorities and therefore the proper measures could not be taken. Nonetheless, after evaluating the case it is appropriate to reimburse for the two unused nights. Please feel free to deduct this amount from your next bill. .Hope this information serves the purpose of place.

Kind regards,

Customer Service *** Resort

ON 4/12/19 the following email was sent to our client advising of the resort offer:

Dear Client,

We would first like to take this opportunity to thank you for your patience while we received a response from ***. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. We are very sorry to hear of your disappointment with your recent reservation at ***. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our website. We regret any inconveniences that you may have experienced and we thank you for providing us with your valuable comments and feedback.

We have contacted the resort to inform them of the concerns you encountered during your stay and have also requested compensation on your behalf. CheapCaribbean.com is pleased to advise that the resort has authorized a two night refund for your portion of the resort. As a result, we will be refunding $303.10 to you, as that is equal to the amount paid for 2 nights of your hotel accommodations. Please note we have confirmed this amount directly with the resort, as you had advised they were refunding your entire stay. Please be advised that it can take up to 7-10 business days for the refund to show on your credit card, depending upon your financial institution.

Please be assured that we will continue to work directly with the resort management at *** to ensure that our clients are provided with the service that they expect and deserve. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive trav email was then sent to the client advising the offer was being process to her card on file”

Once 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.

No further compensation is being offered at this time.

After review of the case, the following actions were taken by CheapCaribbean.com:The client booked a vacation with a CheapCaribbean.com representative on 10/23/18The client purchased round trip airfare from CVG to CUN for 4 night’s and purchase to *** Yucatan Princess (Adult Only. The client purchased this vacation for 2 passenger to travel 2/2/19 – 2/6/19 at a total cost of $2284.74Cost breakdowns is as follows:$ 1421.52 Hotel $ 857.84 Airfare $ 29.00 Deposit Fee$2308.36 Total Package$1028.99 Paid at the time of booking$1279.37 Balance 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 the day of the client’s arrival the client called to inform us of the reservation issue. In review the resort verified and confirmed the reservation however the room in which they booked was not available for the first night. CheapCaribbean as a gesture of customer service then upgraded the client’s 3 levels to the *** room at no additional cost to the client. There were several issues with the room that the resort reported were rectified over the course of their stay. The client was offered the following day the option to move to the room category in which they booked, Junior Suite Deluxe Pool, however the client did not wish to relocate and remained in the *** Deluxe Swim Out room for the remainder of their stay.As a gesture of customer service CheapCaribbean issued the client a $300 Future Travel Voucher, valid for one year. The client has since contacted his credit card company and filed a charge back. The case was also reviewed by his credit card company. The case was then closed in the favor of CheapCaribbean.comAs a gesture of customer service CheapCaribbean issued the client a $300 Future Travel Voucher, valid for one year. Once 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. No further refund or compensation is offered at this time.

Tell us After review of the case, the following actions were taken by CheapCaribbean.com:The client booked a vacation with a CheapCaribbean.com representative on March 1, 2019The client purchased round trip airfare from BOS to CUN for 5 night’s to *** Resort & Spa and Round Trip Airport Transfers. The client purchased this vacation for 2 passenger to travel 5/21/19 – 5/26/19 at a total cost of $1772.22Cost breakdowns is as follows:$ 930.40 Hotel (93.04 per person per night)$ 652.82 Airfare (358.91 & 293.91)$ 160.00 Transfers$ 29.00 Deposit Fee$1772.22 Total Package ($886.11 per person)$ 790.75 Paid at the time of booking$ 981.36 Balance Due During the online booking process the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. “By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased ***’s 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:We work with live airfare and resort rates. Any delay in booking there is always the possibility of a change in pricing or availability. When the client was ready to book it was explained that the resort rate had been updated. There was a slight increase to the rate plus a special offer that now was included: $1500 in resort credit towards services at the resort. (see details below advised in clients travel documents)The client then asked to review other resorts for better pricing. The agent reviews a few. The client then advised the agent to book the *** Resort & Spa as a friend recommend this resort to her.Regarding their concerns about the resort credit the follow details were provided on their travel documents at the time of booking and emails to the client:3SAVINGS INFORMATION Title: Added Value -- Palladium Resorts Rivera MayaDescription: Stay 3 nights or more and receive $1,500 in Resort Credit per room per stay at ***, *** White Sand, *** Costa Mujeres ,TRS Yucatan or *** Kantenah!!!Not all reservations qualify for this offer. Please read ALL conditions below to see if you are eligible.The following conditions apply:1) Valid for reservations made between February 18, 2019 and December 23, 2019.2) Valid for travel between February 18, 2019 and December 23, 2019 . 3) Resort credits may be redeemed on a broad range of services. Guests should check the Checkbook upon arrival for details.4) All services require at least 24 hours advance reservation and voucher must be presented at the participating location at the time of service. No deductions will be taken at time of check-out.5) Resort credits cannot be redeemed for cash, products or merchandise.6) Lost or stolen resort credit vouchers will not be replaced.7) This offer is non-transferable and non-refundable; there is no cash value for unused resort credits.8) This offer and all its components are subject to change at any time. Additional restrictions may apply.NOTE: Promotion does not apply to travel agent or employee rate, incentive stays, FAM trips or complimentary stays.This is an informational voucher only. If all conditions are not met, a $1500 Resort Credit is not guaranteed. The Resort reserves the right to withdraw this promotion at any time without prior notification. If you have any questions, please contact our Reservations Center toll free at 1-800-915-2322. As noted above, upon arrival detail of these offers will be provided to the client on arrival.

We apologies if there was a mix up with the CheapCaribbean account holders name on file. We have since corrected it for future bookings. Unfortunately, we are unable to change the account holder name on the current reservation(s).Once again, we reiterate our sincere apologizes for any inconveniences the client felt to have encountered during the booking process. Should the client have any further concerns they may contact our services department for further assistance. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

After review of the case, the following actions were taking by CheapCaribbean.com: The client booked a reservation online on February 5, 2019The client purchased round trip airfare from JFK to POP 8-night stay at *** San JuanThe client purchased this vacation for 4 passengers to travel to 2/8/19 – 2/16/19 at a total cost of $3674.50A trip cost breakdown is as follows:$1836.38 Hotel $1938.12 Airfare$ 100.00 Discount$3674.50 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: 2/7 the client called the day before departure with concerns that her 2-year-old did not have a seat on the plane. It was explained that when booking a reservation when a child is under 2 years the airlines considered them as lap children. 2/9 the client contacted us to make us aware she was not getting the VIP amenities. We contacted the resort as a follow up to her concerns. The resort replied they offered the client’s 5 ala carte dinners, they did receive a welcome cocktail at check in, normally wifi is $60 for 8 nights but they are offering it in the room for $9 per device total (not per day) and make sure they received special amenities in the room. Clients were given room 1163 and a letter will be delivered to their room making sure they are okay. The resort does not have a VIP lounge. The room the client chose when booking was a Suite. In review there was no mention of VIP lounge or services. As described on the website:SuiteThese spacious rooms are distributed in villas located close to the beach and feature coffee service, plush bathrobes and slippers, room service, evening turndown service and a balcony or terrace.A La Carte Dinners3 weekly a la carte dinners in any of the hotel's specialty restaurants are included with this room.Beds1 king size bed and 1 sofa bed• Amenities [Details]• Air Conditioning • Balcony/Patio• Mini Bar • Cable/Satellite TV• Ceiling Fan • Coffee Maker• Internet Access ($) • Telephone• Bathtub/Shower Combo • Hair Dryer• Alarm Clock • Housekeeping• Iron/Ironing Board (on request) • Bathrobe(s) & Slippers• Safe Deposit Box ($) • 2/13 the client was sent the following email: From: CheapCaribbean Reservations Sent: Wednesday, February 13, 2019 3:13 PMTo: ClientSubject: RE: Reservation ***Importance: HighGood afternoon,We have been in contact with the concierge/Guest Services Manager at the resort. She has advised us that she gave you 5 ala carte dinners and that you did receive a welcome cocktail at check in. She also advised that since wifi is normally $60 for 8 nights, they are offering it in the room for $9.00 per device total. That is not per day. She also was going to check to make sure that you received the special amenities. We were also advised that the resort does not have a VIP lounge. Per our website, there is no mention of a VIP lounge. Please advise if any of the above is not correct as we will need to reach back out to the resort for clarification.Per our records no further communication was received from the client. Once again, we reiterate our sincere apologizes for any difficulties they may have encountered during this hurricane season. 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.

After review of the case, the following actions were taken by CheapCaribbean.com:The client booked a vacation with a CheapCaribbean.com representative on 6/28/2018The client purchased round trip airfare from ATL to MBJ for 5 nights stay at *** Hotel *** and Round-Trip Airport Transfers. The client purchased this vacation for 2 passengers to travel 8/15/18 – 8/20/18 at a total cost of $3194.41Cost breakdowns is as follows:$ 2094.74 Hotel $ 1195.70 Airfare $ 48.00 Transfers$ 29.00 Deposit Fee$3367.44 $- 100.00 Less Discount$3267.44 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 *** 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:8/15/18 we were notified that the clients were at the front desk of the resort being told they do not have a reservation. We immediately reach out to the resort for clarity as per our internal records confirmation was received to our office on 6/28/18 for this reservation. We were notified by the resort that this issue arose due to a human error on the part of the resort. The client was relocated to the *** for 2 nights of their stay and the remaining 3 night will be at the ***. 8/21 we were advised by the resort that as compensation due to the inconvenience caused the clients received a certificate from the *** for a return stay. Once 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. No further compensation is being offered at this time.Per our terms and conditions attached: If you experience an issue during your trip, you must call us immediately so that we can assist you in resolving your problem. To the extent permitted by applicable law, unless you file any grievances with CheapCaribbean.com within 30 days after the termination of the trip, all parties are released from further liability. Services are provided on an "as is" and on an "as available" basis. All expiration dates listed on the Website are effective at midnight, Eastern Standard Time.

In review:

It appears the client may have booked with our affiliate Company in which we provided a link to through our website for client interested in cruising. Regarding the clients concerns, we have contacted their cruise department and asked that they contact her directly to resolve this matter. If the client has not yet heard from them she may contact the cruise department directly at: for further assistance.

After our review of our phone records we see that we have been assisting the client over several months in attempt to book her a vacation to the Caribbean. It appears that we have been in constant contact with the client, consistent in pricing and offering in the best packages available at the time of her call. The client has received multiple quotes also by email for consideration.

Most recently the client inquired if a further discount was an option when booking. The agent then spoke to her supervisor. The agent then relayed to the client that we would certainly do our best but was not able at that time to promise a dollar amount. The client then later emailed the agent stating she only wanted to book with one of two agents.

On Sunday December 9th we contacted the client and left the client a voice message to contact us at her earliest convenience for further assistance.

To date is does not appear that the client has booked a reservation.

We certainly welcome the client to contact us at their convenience if further assistance is needed to review package options and pricing on our website. Once again, we reiterate our sincere apologizes for any difficulties the client may have felt she encountered with our services. Our aim is always to provide the best service to our client and the best pricing. We do hope that the client will give us an opportunity to prove this in the near future when booking their trip to the Caribbean.