CheapCaribbean.com, Incorporated Reviews (%countItem)
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Description: Travel Agencies & Bureaus
Address: 7 Campus Blvd, Newtown Sq, Pennsylvania, United States, 19073-3227
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First let me start off by saying we have used Cheap Caribbean (CC) in the past with no issue. This is likely because we have never had to call their customer service. We were going a little big on this trip, because it is our honeymoon. We went to book on black friday for a trip to Aruba. The page where you submit your final confirmation of the trip glitched and reloaded. We were unsure what happened and clicked submit again and received our confirmation. One week later I'm looking at my credit card statement, and I see 2 charges for our deposit! Why on earth would anyone ever book the same flights under the same names for the seats and 2 rooms at the hotel. Especially for our honeymoon?? When we called CC, they gave us the roundabout saying we submitted it twice and were out of the 24 hour period. They spoke with my fiance who was very pleasant and passive with them. I asked her to speak with a supervisor, because the original representative said there would be a $400 fee for cancelling the second one, which we did not book. They refused to allow us to speak with a supervisor TWICE. They then said we agreed to pay the $400! WHEN? They said they would reach out to *** to see if they would waive the fee, but I have had no correspondence on that actually happening. How do I even know a supervisor was ever contacted? 4 Years of booking trips through CC and this is how they treat us? For our honeymoon of all trips? Unbelievable.
After review of the case, the following actions were taking by CheapCariibean.com: The client had booked a duplicate reservation online on Nov 23, 2018The client purchased round trip airfare from MN to AUA 7-night stay at Riu Palace Antillas Adults- OnlyThe client purchased this vacation for 2 passengers to travel 9/30/18 to 10/7/18 at a total cost of $4858.06. Client chose the deposit program.A trip cost breakdown is as follows: $3780.00 Hotel $1199.06 Airfare $ 29.00 Deposit $ -150.00 Promo $4858.06 Total Package-$1591.06 Deposit $3267.00 Balance Due 21 days prior 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 the client called saying somehow, she booked two trips. We were able then to verify this was indeed the case and cancelled the reservation. Since we had already booked the airfare for this particular booking penalties for cancellation ($200 per persons) were imposed by ***.As a gesture of goodwill, we refunded the client $1191.06 on 12/4/18 to her card on file. We then notified *** of the situation of the passenger’s duplication and requested the fees to be waived. On 12/10/18 we received confirmation from *** that they would as a gesture of customer service waive the $200 per person cancellation fee.A refund of $400 was processed to client’s credit on file for a total refund of $1591.06. 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.
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Worst staff I have ever experienced! Very incompetent! It took me four tries to get assistance and I still did not get help! When asked to speak with a supervisor the first person hung up then the second person left me on hold for over 20 minutes! Never experienced such horrible customer service in my life!! Amy at ext 36634 for cruises left me on hold for 25 freaking minutes! Horrible company!! Elizabeth Murphy was a supervisor who got on the phone and she was so nasty! She wouldn’t even acknowledge my previous issues and basically said I’m not addressing that how can I help get you booked! Her ext is 35851 and she works out of Virginia Beach, VA!
To whomever it may concern,
I would like to start by saying I'm very displeased with this company's professionalism and customer service. I will give a recap of situation before I explain my experience.
I wanted to book a trip for me and 3 friends so 4 in total to go to Krystal Los Cabo Mexico all inclusive . The booking process was pretty smooth for the most part, not too many issues and people over the phone where nice and answered my questions. When we paid for only paid for partial of the trip. ( basically 3 out of 4 people paid )
Fast forward one of my friends got into a pretty bad car accident, and due to this car accident not only was she incapable of traveling she has new finances that took priority over our trip which is understandably.
Now this is where all the BS started to begin. When we paid for our trip. When you pay online you're allowed up to spilt your payment into 4 or use four different cards if you will. So I thought when we spilt it that way every person paid for the portion. (Hotel, flight, insurance E.T.C ).
Due to on foreseen incidents one my my travel companions could no longer travel with us (She was in a bad car accident and few other personal things). So I cheap Caribbean and explained what happened they said al four people needed to be on phone and agree to cancel and then we can file an insurance claim to refund our trip. Cheap Caribbean does there travel insurance through a company called Allianz global insurance.
Needless to say both of these companies were very unprofessional with handling their customers.
I called the insurance company they next day to file a claim for me and my travel companions. We received four different insurance policy numbers even though we booked altogether. I was able to complete my claim no problem but when I moved on to my friends I was informed the policy had been cancelled 3 days after I purchased and I refund was sent to my house in a form of a check.
We cancelled two months after booking, I never received a check.
Nonetheless we couldn't get a full refund until we filed the claim. I needed to contact cheap Caribbean and figure out why my insurance was cancelled. No one could give me a straight but they told me they can reopen the insurance since it had never been used and it would take 3 days. So naturally 3 days later I called Allianz insurance to file a claim . It was still cancelled and they told me I needed to contact cheap Caribbean to have to have them reopen the insurance.
So I called back they told me to wait 3 days again and file a claim.
I'm sure you can already guess that pattern happening here. It took a total of one month and half going back and fourth between managers , reps, cheap Caribbean and Allianz global insurance.
In the end I had to spent another $200 to rebuy my " apparently refunded insurance" just to file a claim.
I think both of these companies lack professionalism, I was promised by leadership that the situation was taken care of and that was a lie, they promised to call me back , that was a lie. They did nothing to help change my experience or situation. I even had one of there reps tell me that didn't care about my situation and is wasn't there problem.
I'm usually not to type to be rude or upset with reps because I work in retail and I know what it's like but nobody seemed to care that over $2000 or my hard own money was missing.
Excuse me I almost forgot to say , I couldn't even get a credit to go on a separate trip until the insurance company cancelled my already cancelled insurance.
I'm not sure how my experience would have been if I actually went on this trip but I recommend spending money on a travel agent to book an all inclusive trip. This was a serious waste of time a huge headache , I will never deal with them again.
I would leave 0 stars if I could.
To whomever it may concern,
I would like to start by saying I’m very displeased with this company’s professionalism and customer service. I will give a recap of situation before I explain my experience.
I wanted to book a trip for me and 3 friends so 4 in total to go to Krystal Los Cabo Mexico all inclusive . The booking process was pretty smooth for the most part, not too many issues and people over the phone where nice and answered my questions. When we paid for only paid for partial of the trip. ( basically 3 out of 4 people paid )
Fast forward one of my friends got into a pretty bad car accident, and due to this car accident not only was she incapable of traveling she has new finances that took priority over our trip which is understandably.
Now this is where all the BS started to begin. When we paid for our trip. When you pay online you're allowed up to spilt your payment into 4 or use four different cards if you will. So I thought when we spilt it that way every person paid for the portion. (Hotel, flight, insurance E.T.C ).
Due to on foreseen incidents one my my travel companions could no longer travel with us (She was in a bad car accident and few other personal things). So I cheap Caribbean and explained what happened they said al four people needed to be on phone and agree to cancel and then we can file an insurance claim to refund our trip. Cheap Caribbean does there travel insurance through a company called Allianz global insurance.
Needless to say both of these companies were very unprofessional with handling their customers.
I called the insurance company they next day to file a claim for me and my travel companions. We received four different insurance policy numbers even though we booked altogether. I was able to complete my claim no problem but when I moved on to my friends I was informed the policy had been cancelled 3 days after I purchased and I refund was sent to my house in a form of a check.
We cancelled two months after booking, I never received a check.
Nonetheless we couldn’t get a full refund until we filed the claim. I needed to contact cheap Caribbean and figure out why my insurance was cancelled. No one could give me a straight but they told me they can reopen the insurance since it had never been used and it would take 3 days. So naturally 3 days later I called Allianz insurance to file a claim . It was still cancelled and they told me I needed to contact cheap Caribbean to have to have them reopen the insurance.
So I called back they told me to wait 3 days again and file a claim.
I’m sure you can already guess that pattern happening here. It took a total of one month and half going back and fourth between managers , reps, cheap Caribbean and Allianz global insurance.
In the end I had to spent another $200 to rebuy my “ apparently refunded insurance” just to file a claim.
I think both of these companies lack professionalism, I was promised by leadership that the situation was taken care of and that was a lie, they promised to call me back , that was a lie. They did nothing to help change my experience or situation. I even had one of there reps tell me that didn’t care about my situation and is wasn’t there problem.
I’m usually not to type to be rude or upset with reps because I work in retail and I know what it’s like but nobody seemed to care that over $2000 or my hard own money was missing.
Excuse me I almost forgot to say , I couldn’t even get a credit to go on a separate trip until the insurance company cancelled my already cancelled insurance.
I’m not sure how my experience would have been if I actually went on this trip but I recommend spending money on a travel agent to book an all inclusive trip. This was a serious waste of time a huge headache , I will never deal with them again.
I would leave 0 stars if I could.
This is due to false advertising. I purchased a ticket on Cheap Caribbean believing that I had received the better deal. I decided to make a payment plan. I am going on this trip with 18 other people. I was later told that there was a promo code. When I called and asked if they can be applied to the remainder of my ticket I was told it was not possible. This is my first and last time using this website. I am disgusted by the poor customer service and the false advertising. The money may seem small but I saved up to pay for not only my ticket but also for my mom as a surprise. The money I could save would have been used wisely.
After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on 10/5/2018The client purchased round trip airfare from BOS to MBJ 4-night stay at *** Montego BayThe client purchased this vacation for 2 passengers to travel 11/11/2018 to 11/15/18 at a total cost of $1802.14A trip cost breakdown is as follows:$900.00Hotel $825.14Airfare$ 29.00Deposit$1802.14 Total Package$ 954.14 Deposit Paid$ 851.00 Balance DueDuring 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: 10/6/2018 the client contacted us to check on booking, have documents resent. 10/16/18 the client contacted us as there was now a promo offer advertised for this package. We advised that these promos are controlled by the resort. That Riu’s promo offer started today (10/16/18) and unfortunately her booking date did not qualify for the discount. However, as a gesture of customer service we offer the client round trip transfers at no cost and resent new travel vouchers to client to reflect the offer. Since this was a deposit booking we adjusted the booking by -$48 to reflect a balance now due of $803.The client also wanted to know about canceling. We advised her of the cancelled penalties charges by the airlines and CheapCaribbean.com if cancellation was a consideration. No changes were made to the reservation at this time to the reservation.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. At this time no refunds or additional compensation is being offered.
Paid for a 4Resort vacation package. Upon arrival at *** Jamaica, it was clear this was not a 4resort. Requested to move to another report that was advertised (***). Was told they don't do business with them even though it was clearly listed as a partner property. Departed *** after 3 nights to the *** paid for out of pocket. Initiated a refund for the unstayed portion and the refund amount was a small percentage of the entire trip. Cheap Caribbean is basing the refund on an arbitrary number hotel vs. airfare. No way for the consumer to verify. The refund for each night was $146.00 per night at the ***. The *** was 3x that amount. For a 4all inclusive resort for 4 people at $146 per night, its no wonder the place is undesirable. It is my belief that Cheap Caribbean is practicing a bait and switch advertising 4-star resorts when in fact a lower grade property (***) is the placement option. I am requesting a larger refund.
After review of the case, the following actions were taken by CheapCaribbean.com:
The client booked a vacation with a CheapCaribbean.com representative on 6/30/2018
The client purchased round trip airfare from BOS to MBJ for 6 night’s and purchase the Deal Of Fortune Montego Bay and Round Trip Airport Transfers.
The client purchased this vacation for 4 passenger to travel 8/18/18 – 8/25/18 at a total cost of $3194.41
Cost breakdowns is as follows:
$ 1027.16 Hotel (146.73 per night)
$ 2367.40 Airfare (591.85 per person)
$ 96.00 Transfers
$ 261.79 Insurance
$ 29.00 Deposit Fee
$2770.51 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:
8/10 the client purchased the Deal of Fortune Montego bay were client have the option of receiving one of the resorts listed in the package. Clients in this case were notified that they would be staying at the resort called the ***. Once the client received the notification he phoned our office and inquired about changing resorts and wanted to price out the Hilton. We offered him the option to change to the *** Resort Montego Bay, quoted him a price of an additional $210.94. No changes made.
8/29 the client contacted us stating his dissatisfaction with the resort and that he left the resort after 3 nights.
8/30 the resort contacted us to confirm that the client did in fact leave after 3 days and would only be charge the client for the 3 nights. We immediately processed a refund of the 4 unused night in the amount of 586.94 to client credit card on file.
Dear Client,
We would first like to take this opportunity to thank you for your patience while we received a response from *** Montego Bay. 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 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 four unused night refund for your reservation. As a result, we will be refunding $586.94 to you, as that is equal to the amount paid for 4 nights of your hotel accommodations. 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 *** Montego Bay 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! Kind regards,
All package on our site are presented at a cost per person per flight and hotel. CheapCaribbean rates resort by our own rating, Sun rating. We do not rate them by Stars as seen on other resorts website. In this case the package for this Deal was rated 5 Sun.
The client had reviewed our site prior as they called with questions about the Deal and specifically to book the Deal of Fortune Montego Bay. They requested the *** non stop flights.
As per the cost break down above the 4 night refund offer was correctly processed in the amount of $586.94
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.
[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: ***
This response further exemplifies my case. When I contacted the travel agent to choose another resort after reading the numerous negative reviews I asked about the *** - a property that was one of the original options in the 'deal of fortune'. They informed me that they no longer conduct business with that ***. By this response it exposes the travel agent that it was never an option and therefore misleading. Furthermore, the breakdown of flight vs. room cost suggests that the *** is not a four star resort. $146 per night for 4 people all inclusive of food, beverage and lodging?! Only a poor quality resort would have such a low price. When we made the switch to the ***, the price was three times that rate.
we supposed to go on a trip to Punta Cana on July 24 2018 at 8:32AM (attached evidence), the flight hours changed to 7:32AM and No communication received until we arrived to airport. we came to airport 6:32AM and waited on line to check in, by the time the JetBlue agent got to us we already missed our flight. we had 3 infants with us, all three were cranky, nausea, and vomiting due to our next day flight, which was not direct flight, we had 1 stop at the New York. Also, we had to pay for the hotel due to this issued. I called cheap Caribbean and asked for help and reimburse, which impossible because cheap Caribbean sent me around until I got someone who would not able to help me resolved this matter. further more, when we arrived to Punta Cana, our hotel was not connecting I have to run up and down to take care for my child so I can not my vacation during my first 2 days.
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 10, 2018
The client purchased round trip airfare from BOS to PUJ for 7 night’s stay at Hard Rock Hotel & Casino Punta Cana Round Trip Airport Transfers.
/The client purchased this vacation for 7 passengers to travel 7/24/2018 to 7/31/2018 at a total cost of $10026.86
A trips a costs breakdowns is as follows:
$6153.32 Hotel
$3012.77 Airfare
$ 120.00 Transfers
$ 890.77 Insurance
$- 150.00 Promotional Discount
$10026.86 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:
7/24 client contacted to advised they missed their flight due to the airlines schedule change. Client stated they had not precheck their flight schedule prior to their departure. The clients were accommodated by Jet Blue for departure the following day on July 25th. CheapCaribbean.com then contacted the resort and transfer company of their new arrive time and to hold their resort reservation. The agent also did contact the resort to see they could possibly shift dates should the client decided to do so in order not to lose the 1 night at the resort. The resort did advise that this was an option and the client was informed by email. Per our records the client did not reply back to us.
All CheapCaribbean clients are advised verbally to confirm flights prior to departure (see above) during a booking call. Clients travel documents (see below) also explain this information:
*** IMPORTANT INFORMATION *** Please reference http://www.cheapcaribbean.com/info/airlineFeesHelp.html for more information on other airline fees. IT IS THE CLIENTS RESPONSIBILITY TO CONFIRM THEIR FLIGHTS DIRECTLY WITH THE AIRLINE 24 HOURS PRIOR TO TRAVEL. CHEAPCARIBBEAN.COM IS NOT RESPONSIBLE FOR SCHEDULE CHANGES ISSUES BY THE AIRLINE. CHEAPCARIBBEAN.COM WILL NOT PAY AN INCREASE IN FARE FOR AN ALTERNATIVE AIRLINE AND IS SUBJECT TO THE POLICY AND RESTRICTIONS ISSUED BY THE AIRLINE.
Should the client wish to inquire about insurance coverage for out of pocket expenses they may contact *** directly at .
We sorry to hear of the inconvenience regarding the room placement. Per the client’s reservation is appears that the client did not inform the agent of a request to have room close together. Please note these requests are not a guarantee but rather up to the direction of the resort at check in and based on availability.
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 refund or compensation is offered at this time.
I booked an eight day trip to Cancun Mexico for me, my husband and 2 young sons. Once we got to Mexico, we were informed by the resort that the beach was uninhabitable and has been for months. The picture I was shown of the resort (on their website) are clear and blue and tranquil. There is no mention of the ecological nightmare. The smell is all over the place. You can only use the pools, which are close to the beach, if you can stomache the smell of rotting seaweed. I lost over $5,000 on a beach vacation? They promised to be "beachologists" and "beach lovers?" What in the world are they doing I want my money back. New Jersey beaches would have cost me 20 percent of what I spent here. They have ads that do not mention what is going on with the beaches in Mexico and its not fair. You can not call your self "beachologists" and then send people to beaches of rotting seaweed. The red flags were on the beach everyday and people were not allowed to swim and you could not even sit there as the stench was so great. As I stated this has been an issue for weeks upon weeks. The world needs to know. They have to be honest with people who are calling them to plan a "beach vacation."
After review of the case, the following actions were taken by CheapCaribbean.com:
The client booked a vacation with a CheapCaribbean.com representative on 6/27/2018 Booking *** and on 7/5/2018 ***
The client purchased round trip airfare from PHL to CUN for 7 night’s stay. Transfers not included.
The client purchased this vacation for a total of 4 passenger to travel 8/1/2018 – 8/8/2018 at a total cost of $
A trips a costs breakdowns is as follows – Booking ***
$1409.38 Hotel (*** Cancun 8/1 – 8/4)
$2162.48 Airfare (AA 8/1 – 8/8)
$ 80.00Transfers
$ 273.89 Insurance
$3954.75 Total Package
Additional nights booked at *** (due to availability) – Booking ***
$1879.20 (*** 8/4/-8/8)
$ 140.94 Insurance
$2020.14 Total Package
Total Package for both reservations: $5974.89
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:
Upon the clients return we were contacted regarding their experiences and the seaweed (sargassum grass) her family encountered. We submitted our clients concerns to the resort for further review.
9/4/2018 we received the resorts reply:
August 29, 2018
Re: Clients
August 1 to 4, 2018
*** Cancun
Thank you for notifying us about our mutual client’s concerns. Feedback is of great importance to *** as it helps us to evaluate how we are doing in terms of service and facilities and to continue on our best efforts to fulfill our customers’ expectations. We truly regret any inconvenience our mutual customers may have experienced, due to the beach condition,
as you may know, we have had an atypical quantity of seaweed this year affecting along the Great Mayan Reef and all the Caribbean Sea, not only in Mexico, thus, being red-flagged whenever the sea condition could represent any inconvenience to our valued guests. You may rest assured, our Biologist Team is diligently working on finding a solution to this matter. In the meantime, we are doubling our effort to clean our beach areas on a daily basis. Kindly relay our sincerest apologies to Mr. & Mrs. *** if this matter, considered an act of God, may have affected their impression on *** as a whole. We hope the above information serves to clarify any question you may have had and, with all due respect, based on the aforementioned facts, your request of compensation does not apply. I shall take this opportunity to thank you for your patronage and dependable support.
Most Sincerely,
General Manager
***
9/5/2018 the following response from CheapCaribbean was sent to the client along with a $75 pp per booking (2 bookings) One Time promotional discount offer (valued at $600) as a gesture of customer service:
From: Customer Care Cheap Caribbean To: Client Sent: September 5, 2018 at 3:46 PM Subject: Post Travel : Booking # *** & ***
September 5, 2018
Booking # *** & ***
Dear Client,
Thank you for letting CheapCaribbean be a part of your recent trip to Punta Cana. Our goal is to help true beach lovers experience the wonders of beach travel at the best possible price.
CheapCaribbean is sorry to learn of your discomfort regarding the seaweed during your stay. We are mindful of the upset this entire situation caused you and your family.
We contacted the resort on your behalf, they have extended their sincere apologies for the inconvenience you experienced. Please under that seaweed is a force of nature and at times, depending on the tides and the previous winter, is more abundant than normal. Even though the resort continues beach clean-ups, this climatic phenomenon escapes from their hands. Please see the hotel’s response at the bottom of this email.
We like that you were honest with us about your trip, so CheapCaribbean would like to offer you a one-time promotional code in the amount of $75.00 per person per booking. This offer is good towards your next CheapCaribbean.com booking with a three-night minimum land and air package, booked and applied by 08.21.2019.
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.
Booking # ***
Client
Code: ***
Expiration: 09.05.2019
Client
Code : ***
Expiration : 09.05.2019
Client
Code : ***
Expiration : 09.05.2019
Client
Code : ***
Expiration : 09.05.2019
Booking # ***
Client
Code: ***
Expiration: 09.05.2019
Client
Code : ***
Expiration : 09.05.2019
Client
Code : ***
Expiration : 09.05.2019
Client
Code : ***
Expiration : 09.05.2019
*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.
We hope that you give the beach another chance and thanks, again, for choosing CheapCaribbean.com!
Thanks & Regards,
Customer Care Department
Office:
Fax:
Department Hours: Mon-Fri 9:00am-8:00pm EST
Email: [email protected]
We also apologize to the client for an error stated in our previous response. The destination was referred to as Punta Cana when the client’s destination was Cancun. We’ll be sending the client a revised email to reflect the correction noted. Again, out apologizes.
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.
*** Terms and Conditions attached
I booked a vacation withCheap Caribbean this past May. Two days before the trip the other party I booked with decided to cancel their portion of the trip. The trip was cancelled without my authorization (the other party). Therefore at the fault of Cheap Caribbean not my own. After speaking with several customer service agents I was offered a voucher to use rather then a refund to my card as it being their fault not mine. This company is consistently unavailable by phone with waittimes as long as 45 minutes unanswered. I cannot use a voucher online but must use over the phone. I have missed all opportunities for voucher use due to the horrible customer service and wait times. Company still refuses to refund me after several email attempts.
As a gesture of customer service we have offered the client a refund in the amount of $751.85. Please see the attached email that has been sent to the client.
Once again, we reiterate our sincere apologizes for any difficulties our clients may have encountered. Our aim is always to provide the best services and we hope that they will give us another opportunity to prove this.
To whom it may concern,
On July 30th, 2018 I, *** (formerly *** before getting legally married on August 6th, 2018) and my husband, *** was denied to board our flight with *** airlines. I have never flown with *** before, but I have flown with other airlines and had no issues. My husband and I flew from Dulles airport to Fort Lauderdale airport to get onto our flight to the Dominican Republic. After arriving and walking all the way to terminal four, which was in a separate building all together, we stood in line for about five minutes. Then we attempted to check in at 12:05 pm for our flight that was to depart at 12:47 pm. My husband and I were rejected. We spoke with a *** employee at the airport, she was very nice, but informed us that we could not get onto our flight. She said she could try to get us on the next flight which wasn’t until Wednesday, August 1st, 2018, but said we could try to see if there were any flights the same day or the following day, Tuesday July 31st. So we went with that route because we had bought a room at the Luxury *** in the Dominican Republic via Cheapcaribbean.com for July 30th to August 5th.
We had found a flight online for the following day, July 31st, but through *** at the Miami international airport. However, I did not book it immediately. First I decided to call *** airlines and ask if they could push the flight out without us having to pay out of pocket for another flight. They said they were not able to and could not give us a refund because our flight was flagged as a “No Show” even though we were there and got rejected. The only option they could give us was to use the return trip tickets as the flight tickets to get to the Dominican Republic. We explained that that was not going to solve our problem of having to pay out of pocket for another flight. The vacation had already been booked via cheapcarribean.com and paid for; the flight tickets were included with the purchase. Nowhere did it say on any emails or invoice about the policy of the airline. We also had bought insurance via cheapcaribbean.com in case of any incidents with the vacation booked, but were not compensated at all.
After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on March 6, 2018
The client purchased round trip airfare from FLL to SDQ 5-night stay at Luxury ***
The client purchased this vacation for two passengers to travel 7/30/2018 to 8/5/2018 at a total cost of $2367.77
A trip cost breakdown is as follows:
$1075.60 Hotel
$ 767.82 Airfare
$ 218.00 Excursion
$ 96.00 Transfers
$ 210.35 Insurance
$2367.77 Total Package
During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging.
Our Terms specifically state:
This vacation is nonrefundable and nontransferable
Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
Services are provided "as is" without warranty of any kind
CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
Charge Now:
$USD
Charge on 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:
7/30 client contact Cheapcaribbean stating they missed their flight and *** did not have availability to get them to their destination until Wednesday. Client had originally purchased on their own a ticket to Fort Lauderdale where they were to pick up their *** flight they purchased with their CheapCaribbean package. The client arrived at the gate less then an hour before departing and the airlines denied them to board.
We notified the resort and transfer company of their delayed arrival:
Notification To Resort
From: CheapCaribbean Reservations
Sent: Monday, July 30, 2018 2:43 PM
To: resort
Subject: URGENT- Clients delayed in travel- Confirm billing ***Importance: High
Hello-Our clients are delayed in travel. Please hold their room. They will not arrive until Wednesday 08/1.
Thank you,
Notification to transfer Company
From: CheapCaribbean Reservations
Sent: Monday, July 30, 2018 2:44 PM
To: Transfer Company
Subject: URGENT- Clients delayed in travel ***Importance: High
Hello-Please note the clients are now arriving on 8/1, same *** flight # *** at 3:05pm.
Thank you,
Client called as again with an update to her flight schedule, now arriving on 7/31 – again we sent notification to the transfer company
Notification To Resort
From: CheapCaribbean Reservations
Sent: Monday, July 30, 2018 3:47 PM
To: To resort
Subject: FW: URGENT- Clients delayed in travel- Confirm billing ***Importance: High
Hello Partners,
We emailed you a little while ago advising the clients will arrive on 08/01. They have contacted us that they will now be arriving on 07/31-08/05.
Thank you in advance for your help!
Notification to transfer Company
From: CheapCaribbean Reservations
Sent: Monday, July 30, 2018 3:50 PM
To: Transfer Company
Subject: FW: URGENT- Clients delayed in travel ***Importance: High
Hello Partners,
We emailed you advising the clients will now be arriving on 08/01. The clients have contacted us and they will now be arriving on 07/31 on *** # *** out of MIA at 12:11pm into SDQ at 2:29pm, they are still departing on 08/05 *** # *** out of SDQ at 4:05pm. Please update your records and please reply to this email to confirm this was received.
Thank you,
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered during their travels. As mentioned we did not book all flights associated with the client’s travel.
Airlines will charge in full for any missed flights. The client in this case is responsible for all out of pocket expenses incurred as a result.
The clients did purchase insurance and may contact *** regarding their coverage for out of pocket expenses. They can be reached at
Per our Terms and Conditions attached, in part: FLIGHT INFORMATION
Your travel agent will be able to confirm the latest flight details at the time you make your reservation, and these will also appear on the booking confirmation we issue when we receive your deposit. Your flight tickets, which we dispatch when your booking is paid in full, or your electronic documents, will contain your flight information. All times are subject to change. It is your responsibility to reconfirm your flight times prior to departing for the airport. CheapCaribbean assumes no responsibility for any passengers making independent connections to flights booked through CheapCaribbean. Pre-assigned seat selection is at the discretion of the air carrier and may require payment of an additional fee.
Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
No compensation or refund is being offered at this time.
Complaint: ***
I am rejecting this response because:To whom is may concern,
All of their "contract" that was now provided after my complaint was not listed after the time of purchase or presented to me via email. If I allegedly missed it, then I must have. But our hotel did not seem to be aware that we were coming a day late, and for the transportation, where was their defense on that part? They didn't list one, because they did indeed forget to contact transportation to pick us up a day later.
Cheapcaribbean.com still failed to mention about the insurance we bought through them. Does that not seem like a scam?
I will contact the insurance agency, but am still not happy with cheapcaribbean's service and WILL NOT be recommended them to anyone or using them in the future.
Sincerely,
***
Regards
My husband and I booked a vacation with Cheap Caribbean to go to Cozumel. The resort showed as a four star resort with 5 swimming pools, restaurants- 5, a swim up bar, 5 bars and lounges and several other services. We arrived in Cozumel late, due to weather, got to our hotel about 5:30 and it was a dump. The pools, equaled 1 with water and 1 without water. The five restaurants actually equaled 2- 1 that you had to wear dress pants, which we did not bring, because the website showed they were not necessary, and an open buffet that had birds literally eating off of it. The bars equaled 2- one that was attached to the bird feeder restaurant and one inside near the other restaurant. They both closed at 10. Our room was dirty, had one light bulb in the bathroom that actually worked, and wires hanging from the walls of the room. Our "free wi-fi" was not existent. The place may have been quite nice in 1970 but it was NOT a four star resort.
We did not have a choice of where to go that night as we did not know the island and we had no transpiration to scout out other options. We stayed the night, were up at 6:30 the next day and out of the resort. We found other accommodations , did a couple of tourist things (which is why we were actually there) and came back at 4 PM to check out. The front desk person told me I HAD to sign the early checkout papers with a reason code other than dissatisfaction or else they would not refund the $70 beach towel rental (by the way, the website shows Beach Towels included in the resort). I persisted and said we had a lot of things we were very unhappy about. He proceeded to tell me he did not care, "pick a reason" and he would get me a cab. I indicated we had an illness (truth as that place made us sick) and he gave us the credit card slip with our towel charges back so we could leave.
After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on 3/18/2018
The client purchased round trip airfare from MSP to DFW 7-night stay at ***
The client purchased this vacation for two (2) passengers to travel 4/14/2018 to 4/15/2018 at a total cost of $1747.29
A trip cost breakdown is as follows:
$806.40 Hotel
$656.32 Airfare
$ 64.00 transfers
$114.37 Insurance
$1639.29 Total Package
During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging.
Our Terms specifically state:
This vacation is nonrefundable and nontransferable
Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
Services are provided "as is" without warranty of any kind
CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
Charge Now:
$USD
Charge on 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:
4/14 the client called to say their flight was delayed and will be arriving the following day. We notified the resort and transfer company of their delay. Resort will charge for the missed night. Resort then approved a check out date of 4/22 and charged for the additional. Clients credit card on file was charged $108.00
We were not notified of the client concern until we were contacted by the client in 4/26
The client spoke to one of our agents and emailed in her complaint which was sent to the resort to review.
5/17 we were notified by the client’s credit card company that she was disputing the charges. After a full review was completed by her credit card company the deemed the charges in favor of CheapCaribbean.com on 6/25/2018.
7/25 the client contacted us again with another requested to look into her concerns. We sent her complaint yet again to the resort for review.
8/6 the resort replied, and the client was sent the following response:
From: Customer Care Cheap Caribbean
Sent: Monday, August 06, 2018 3:59 PM
To: Client
Subject: POST TRAVEL COMPLAINT***BOOKING # 32208742
Mrs.,
At CheapCaribbean.com, we do everything in our power to ensure a safe, pleasurable and affordable vacation for our clients. We must acknowledge that the issues you encountered on your reservation were with the resort.
We must acknowledge that CheapCaribbean.com was not contacted or made aware of any issues while you were in destination on your trip. Management staff at CheapCaribbean.com has fully reviewed your situation. As of the date of this communication, the services in which were offered to you were also accepted and rendered in full. As Cheapcaribbean.com is being charged in full for your reservation, we are unable to issue any compensation which is not approved by the resort.
Per the information received from the resort, on your early check out form you stated you were leaving early due to illness, not because of an issue with the resort. Due to this factor, there is no further action which can be taken by CheapCaribbean.com once a resort denies authorization to issue monetary compensation. It is unfortunate that your vacation did not meet your expectations, as this is our only goal. We understand that this is not the outcome you desire and we certainly apologize for your disappointment. Again, we reiterate our sincerest apologies for any difficulties you may have encountered. While we cannot change the past, it is our 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.
CheapCaribbean Terms and Conditions attached. It reads in part:
Cheapcaribbean.com is not responsible for fees and/or penalties incurred as a result of departure from the resort before the scheduled departure date. No booking credit and/or refund will be granted for departures from the resort before the scheduled departure date. In the event that you do not show for the first night of your reservation and do not notify us of these changes, cancellation of your reservation may occur.
Dress code as described on our CheapCaribbean website:
DINING
This resort includes unlimited food and drinks, but some dining restrictions may apply. Please check with the front desk for details.
El Cocal Type: Buffet Hours: Breakfast - daily, 7am-11am; Lunch - daily, 11am-5pm; Dinner - daily, 6pm-10pm Description: Casual open-air, sea-view restaurant serving buffet breakfast, lunch and dinner with an extraordinary view of the Caribbean.
La Veranda Type: Gourmet Hours: Daily, 6pm-10pm Description: Elegant cuisine selected from an a la carte menu. Reservations are required. Dress code: Elegant casual. Gentlemen are requested to wear long pants, sleeved shirts and closed-toe shoes. Ladies are requested to wear long pants or skirts and closed-toe shoes.
Hours are subject to change.
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.
At this time no compensation or refund is being offered.
Our position remains the same at this time. No further compensation is being offered.
[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: 1***
I am rejecting this response because:the company misrepresented everything as well as lied to me on the phone about fixing it. Either they repay some of the money- I am only asking for the amount of the disgusting hotel- or I file with small claims court. I would think if they ate so “ customer focused” they would want to be fair and not charge us for someplace we spent one night of seven and someplace they should not be endorsing.
Regards
Took me two hours for
Checking in, bad front customer service, room doesn’t have air conditioner, they knew about and they didn’t care after several complains finally they switched room, food is ok but you need to wait two hours waiting in line in order to go inside. Too many customer and not enough personal to attend.
I had an excellent package 5 days 4 nights, the hotel was great, beautiful landscapes, amenities galore, great music. Pool is gorgeous. The staff very pleasant. The overall experience was great. The price was reasonable.
May 30, 2018
What was to be our dream vacation soon turned into a disaster once we arrived at the I *** to pick up our boarding pass from *** on Sunday May 20, 2018 to *** . No one was at the booths to meet us to give us any information or boarding passes , their was a total of 4 of us on this flight that did not make the flight. I,***), *** and *** We were all their at least 1 hour and 15 minutes before the plane left. No were in my paper work does it say to be their 3 hours ahead of time it only suggest you arrive early.
We immediately get on the phone with a assistant manager of the *** air port, which he claimed it was too late for us and said he would send someone to explain things to us which no one never showed up! We could have caught the plane with no problem ! But no the 4 of us just had to watch the plane leave without us, knowing we needed to get to *** some how. We found one flight out Sunday that would get us to *** and purchased the last 2 plane ticket from *** to *** then from *** to *** and onto ***. Not for seeing the future because are flight was delayed because of both mechanical and weather related we missed are flight in *** to ***! *** were so great to us they paid for a hotel so us ladies didn't have to sleep at the airport, a food voucher and cab fare. After 3 hours sleep up and running early Monday morning not to miss our flight from *** to *** then from *** to ***. The hotel had canceled are reservations ***), But was kind enough to find us a room. We missed a whole 24 hours of a vacation day ! And out $656.95 per person to try to get to ***. I feel as though *** owes us are flight money back to both of us total being $1,313.90. Its was not a pleasant flight being tossed from plane to plane when we book a one way stop. If you need more information feel free to contact me at *** or email
After review of the case, the following actions were taking by ***
The client booked a reservation online on February 8, 2018
The client purchased round trip airfare from *** 5-night stay at ***
The client purchased this vacation for two (2) passengers to travel 5/20/2018 to 5/26/2018 at a total cost of $1909.64
A trip cost breakdown is as follows:
$1224.14 Hotel
$ 687.50 Airfare
$ 48.00 Private Transfers
$ 50.00 Promo Discount
$1909.64Total Package
During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging.
Our Terms specifically state:
This vacation is nonrefundable and nontransferable
Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
*** 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 *** 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
*** 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. ***, 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 ***, 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 *** Terms of Use located on our website at www.***/terms.jsp
Unless you file any claim you may have with *** within 30 days after the termination of this trip, all parties are released from further liability
Charge Now:
$USD
Charge on XX/XX/XX:
$USD
Total Price:
$USD
Total Price: $USD
Balance
$
I have read, accept, and agree to abide by ***'s Terms and Conditions
In review:
5/19 call review: the client calls to inquire about her flights status. The agent advises that she has purchased a preferred flight. In order to check her status, she would need to go to the airlines website and enter the flight number, which the agent provides. There she could view her flight to ensure it was departing on time. The agent also advised that since she had a preferred flight that she would need to check in at the airport for her boarding pass.
5/20 the client called to say they had missed their flight due to arriving just one hour before departure. The *** representative called the airlines to assist however was advised that the clients had missed their check in time. In this case the clients would be considered a no show by the airlines and lose all value to their departing tickets.
Since there were no other flight options for this day the client then purchased new one-way tickets to *** to arrive the following day, May 21st.
We are sorry to hear that the client had an issue when checking into the resort. Per our records emails were sent to both the transfer company and the resort notifying them of the client delay and to hold their reservation.
The clients were able to return home on the airline tickets originally purchased from ***.
It is the clients responsibly to check their stats prior to departure and review the airlines policy for check in. Per the airlines website it recommends arriving 3 hours prior as check in closes 2 hour before departure:
http://clasico.***.com/en/useful-information/forms-and-documents/forms-and-documents/?typeRout=1&isPassengerAdult=1
WARNINGS AND RECOMMENDATIONS
If your flight is international, you can print your boarding pass at our website 24 to 1 hour(s) before your flight
Similarly you can print your boarding pass at the airport kiosk from 24 to 1 hour(s) before your flight (if not checking baggage) If you plan to check baggage, we recommend arriving 3 hours before your flight to the check in counter, as the check in process ends 1 hour before departure The boarding process ends 45 minutes before departure, so we recommend arriving to the final waiting room before then USA Customs and Border Protection (CBP) request to all Customers to show their return ticket and the address where they will be staying, to enter USA.
It is obligatory that you go to the *** check-in counters at the airport in order to have a service agent revise your documents and your pet’s cage dimensions before boarding Tag the cage with your information, such as: name, age, sex and feeding instructions, as well as your pet’s medication if there is any
Terms and Conditions attached
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered during this time. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
The pilot made unprofessional comments on flight 454 from Montego Bay, Jamaica on June 19, 2018. He said to make sure our bags were under seat because if they were real Versace (so) we wouldn’t be using Spirit Airlines. When we got to BWI he said we should hurry up & get off the plane let like cockroaches when you turn on the lights and they scatter. Maybe he thought it was funny, but I found those remarks to be very offensive!
I book a vacation to StLucia to the gideaway
It was advertise as adult only and alot of entertsinnent
Wr arrived there were kids on property and no entertainments at all on the resort.Very false advertisement
After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on March 8, 2018
The client purchased round trip airfare from JFK to UVF 4-night stay at *** at *** St. Lucia
The client purchased this vacation for two passengers to travel 4/20/2018 to 4/24/2018 at a total cost of $3210.85
A trip cost breakdown is as follows:
$1888.80 Hotel
$1197.02 Airfare
$125.00 Transfers
$3210.82 Total Package
During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging.
Our Terms specifically state:
This vacation is nonrefundable and nontransferable
Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
Services are provided "as is" without warranty of any kind
CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
Charge Now:
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Charge on XX/XX/XX:
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Total Price:
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Total Price: $USD
Balance
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I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions
In review:
4/25 the client contact upon their return to advise that the resort was not adult only and no amenities at the resort.
On behalf of the client we emailed the resort with the clients concerns.
Thank you for taking the time out to provide feedback regarding our mutual clients stay with us and we assure you that all comments were read with the highest interest. At ***, we are always concerned about our guests experiences and sincerely regret any inconveniences faced during their stay.
In your correspondence, it highlighted your clients concern with respect to the adult only experience at our ***. It is not the norm for children to be in the adults-only section and our Security personnel always enforces this. The demarcations and signs are evident and should be respected by all guests. It is important to understand that we provide a family-friendly vacation experience in the general resort and a more secluded level of service at ***. We regret that you felt that there was a disparity between what was offered and what was received.
We also acknowledge our mutual client’s comments regarding the evening entertainment and activities at the resort, however please be advised that we do offer separate activities and entertainment at the ***, with the entertainment at the *** still being optional to our guests. Upon arrival, a copy of this schedule would have been placed in the welcome kit for their perusal. In addition, we also offer themed pop-up concepts for our guests exclusive to the *** area. With their comments regarding the fitness center, please note the point of entry to the fitness center is through the main entrance of the ***, however kindly note the areas are completely separated and designated accordingly.
We deeply regret that they share those sentiments stating the type of clientele we host at the resort, however this statement is based on guest personal preference. Rest assured we always take into consideration every sincere complaint and have thoroughly investigated the claims to provide you with dispassionate feedback, this is why do not believe these experiences warrant compensation. Once again, we would like to thank you for your email to us and the opportunity to restore your clients confidence in our product in the future. Many Thanks.
Best Regards,
*** Saint Lucia
5/23 the following email was sent to our client:
Dear Client,
We would first like to take this opportunity to thank you for your patience while we received a response from *** at *** St. Lucia. 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 *** at *** St. Lucia. 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. Regretfully, the resort was unable to honor our request for compensation/credit regarding your reservation. We truly apologize for the issues that you encountered, however, CheapCaribbean.com is unable to issue a refund which is not authorized by the resort. Please be assured that we will continue to work directly with the resort management at *** at *** St. Lucia to ensure that our clients are provided with the service that they expect and deserve.
As a token of our appreciation for you taking the time to let us know of your experience (and to ensure you of our good faith in this matter), we are depositing $100.00 in Sun Dollars into your customer account here at CheapCaribbean.com. Sun Dollars can be used up to $100.00 per new reservation package that includes a resort and airfare. Please note that Sun Dollars are valid for two (2) years and cannot be combined with any other promotion. We offer a broad spectrum of properties, and there is no question that we can find something you will enjoy.
While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience. Thank you again for choosing Cheapcaribbean.com.
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.
All services are rendered in full.
What does 7 grand get you? Booked an all-inclusive family trip to Punta Cana. We didn’t have too many specific requests, but one request was not to fly through JFK if possible because my autistic son will be overstimulated and likely having a meltdown there. We were told JFK was the only option, and hesitantly agreed, hoping we could prep our son for possibly being overstimulated at the airport and processing a social story with him ahead of time. Our trip is coming up next week, and I decided to contact the airline directly and ask about other flight options. It turns out, there is a flight that day which would not require going through the airport my son is so afraid to visit. An added bonus is that the flight leaves sooner and wouldn’t cause our entire first and last days of vacation to be consumed by travel as it is currently (so we really get 5 days of vacation for the price of 7).
The airline agreed to change our flights at no extra cost and told us it would be a simple process by having Cheap Caribbean staff contact them. We contacted Cheap Caribbean - 2 days later and after escalating through several levels of staff we are told the final answer is no, despite our son’s disability. Won’t use Cheap Caribbean again, for many reasons but mostly because they are not ADA compliant. Will be looking to file a complaint based on the ADA and their lack of willingness to accommodate our son when other options did in fact exist. I have a feeling I should have waited to write this review, as this is probably only the beginning of our disappointments.
Never had a bad experience booking with Cheap Caribbean !! Gilbert Lujan made us aware of all details and was most helpful when we had questions or any reservations which he was quickly able to clear up for us!! We are about to set out on our third trip booked through them and we are sure it will be Excellent!!!!
I booked a cruise with this company, paid for the tickets in full on my credit card and took the cruise. They stated I would receive $50 in on-board credit. I used their process, designed to trick people into not getting their $50 cruise credit ($25 per ticket) and only got $25 in credit. I complained to *** customer service on board who said this company has to pay for the credit in advance, of which they only paid 1/2. So *** couldn't do anything I was scammed out of $25 by them and the public needs to be alerted to deceptive business practices.
The client booked a cruise with our affiliate partner on our site called ***
We've since contact *** with the clients concerns. They have advised that *** will be refunding the client the $25 credit to card ending in ***. They asked to please allow 7-10 business days for process.
Should the client have any further questions or concerns they may contact *** at:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I had booked my honeymoon with Cheap Caribbean to Cancun. Due to the recent murders and crime spree in Cancun, my leave for trip was revoked. I spoke with several agents who told me that all of my money spent would be applied to booking another trip to a different destination. Now, they are saying that I will only receive half of what I paid to go towards my new trip. The service I have received has been terrible. No one knows what is going on. I have called 19 times and talked to many different agents. Each one said they would make a notation of the conversations for the next agent. Only 1 note out of 19 conversations was made. This company needs to honor what they say. They also should let travelers know about the dangers of traveling to Cancun.
As of 4/16/2018 per the reservation the client has been assisted and a change made to their reservation.
At this time the client will be traveling to St. Lucia May 27 through June 2 for a six night stay at the *** at *** St. Lucia.
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.