CheapCaribbean.com, Incorporated Reviews (%countItem)
View Photos
CheapCaribbean.com, Incorporated Rating
Description: Travel Agencies & Bureaus
Address: 7 Campus Blvd, Newtown Sq, Pennsylvania, United States, 19073-3227
Phone: |
Show more...
|
Fax: |
+1 (267) 875-5183 |
Web: |
|
Add contact information for CheapCaribbean.com, Incorporated
Add new contacts
ADVERTISEMENT
Second time booking a trip, while booking site times out then you end up checking out as guest, but they won’t link it to your existing account with past purchases without losing your past purchase information, makes no sense to me. I will be looking elsewhere for my trip in oct
We booked a vacation through Cheap Caribbean on 01/18/2018. In the booking process, we were provided with a cost per person of $845/pp. We were traveling with 2 children (2y & 1y). At no point were we informed that our 1 year old would be a lap infant and that a seat was not included in her fare. At no point were we provided with a breakdown of individuals costs indicating that our 1 year old would be receiving different services than the rest of us. At no point during the booking process was there any notification that indicated a seat was not included even though the only breakdown of costs we received were the $845/pp, which would indicate we are all receiving the same services. There is nothing on Cheap Caribbean's website that indicates children under 2 are assigned as lap infants. After calling several times, I have only been informed that it is assumed children under 2 are lap infants and if we would have made our reservation over the phone, we would have been informed of this. I have requested that we be refunded the amount we thought we were paying for her seat (roughly $400). I am still awaiting the actual breakdown of hotel and air costs per person and have been informed by cheap caribbean that will take them several days to provide.
After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on January 18, 2018
The client purchased round trip airfare from ***
The client purchased this vacation for 4 passengers to travel 3/21/2018 to 3/26/2018 at a total cost of $3393.11
A trip cost breakdown is as follows:
$2053.90 Hotel
$1250.21 Airfare
$ 164.00 Transfers
$3393.11Total 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 *** 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 ***
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:
The total package price when booking online reflects the average per person not the individual pricing per adult or child. At the time of purchase the site reflects the average price divided by the number of passenger travelers.
3/18
The client contacted us after reviewing their reservation on Frontiers website realizing that her infant was ticketed as lap child (under age of 2) and did not hold a seat.
The agent offered to check on pricing out a seat for the child.
The client at this time was not interested in making a purchase.
The client requested breakdown of the purchase price per adult and child.
3/20
The client called wondering if she could be purchase an actual ticket for her child.
The agent reviewed the flight and advised that unfortunately there were no available seats to purchase on this flight.
No changes were made at this time.
3/28
The client contacted us upon their return to express her dissatisfaction with not having a seat for her child under age 2.
Again, we explained that the site gives an overall average and that children under 2 would be considered a lap child and ticketed as such unless advised otherwise.
The agent emailed the client a breakdown of the cost per her request:
March 28, 2018
Re: Cost Breakdown
Booking ID: ***
To Whom It May Concern:
Client booked and paid for reservation *** on 1/18/18
Reservation Details:
Travel Dates: 3/21/18 to 3/26/18
Resort: ***
Airline: ***
Hotel Cost: $2053.90
Guest 1: $1026.95
Guest 2: $1026.95
Guest 3: $0
Guest 4: $0
$ Air Cost: $1250.21
Guest 1: $411.20
Guest 2: $411.20
Guest 3: $411.20
Guest 4: $16.61
$ Round Trip Airport Transfers: $164.00
$ Allianz Coverage N/A
$ Promo Code -75.00
$ Total Reservation Cost $3393.11
Please note the airfare prices are noted on the tickets or boarding passes. We apologize for any inconvenience or misunderstanding.
As a gesture of our goodwill to you on this matter, we are depositing $100.00 in Sun Dollars into your customer account for CheapCaribbean.com. Sun Dollars can be used to discount a future vacation package that includes airfare, up to $100 each time. Please note that Sun Dollars are valid for 2 years and cannot be combined with any other promotion, including promo codes. This allows you to get a great discount on a non-featured resort-and-air package that we offer on our site.
Thank you for choosing Cheapcaribbean.com!
Kind Regards,
Per our terms we advise all passengers to review their reservation at the time of purchase and to check their airlines reservation prior to depart at which time the client would have viewed their seats purchased + the lap child.
As per standard airline policy majority if the airlines, in this case Frontier, offers a child under the age of two to fly as a lap child for a small tax fee unless a seat is otherwise requested by the booking passengers. Airline pricing and seating is based on the age of the child entered at the time of booking.
All services were provided as purchased and rendered.
Once again, we reiterate our sincere apologizes for any difficulties they felt they may have encountered when booking. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
No compensation is being offered at this time.
They don’t respond to phone calls within 24 hours on purpose so your cancellation window closes. Predatory tactics and unethical business practices.
I ordered a trip for two and tried canceling within 24 hours, where I got put on hold and was told that they would return my calls. I tried calling back a few times and received the same information. When I finally got the call back, it was beyond the 24 hour window and they said my oringinal fee (approx. $1,300) was non-refundable.
After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on 2/8/2018
The client purchased round trip airfare from EWR to STI 4-night stay at ***
The client purchased this vacation for 2 passengers to travel 4/27/18 to 5/1/2018 at a total cost of $1359.89
A trip cost breakdown is as follows:
$398.40 Hotel
$863.82 Airfare
$ 94.67 Insurance
$1359.89 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:
2/11/2018 the client called to cancel their reservation and advised they would be filing a claim with the insurance company ***. The client was read the cancellation terms and agreed to them.
2/11/2018 We received the following emails from the client which we responded to, see below:
From: Client
Sent: Sunday, February 11, 2018 12:25 AM
To: CheapCaribbean Reservations
Subject: Re: Online Reservations
Services: Refunds
I filled the claim to the insurance, please cancel my reservation
ASAP.
Thanks
From: Client
Sent: Sunday, February 11, 2018 12:37 AM
To: CheapCaribbean Reservations
Subject: Re: Online Reservations Services: Refunds
I am still waiting redound on my card, then it will be considered as canceled.
Thank you for your help and time
Sent from my ***
From: CheapCaribbean Reservations
Sent: Sunday, February 11, 2018 12:42 AM
To: Client
Subject: RE: Online Reservations Services: Refunds
Your reservation with CheapCaribbean has been canceled. We are a non-refundable company and will not be refunding your credit card. You have canceled your booking and have advised that you will be filing a claim with the insurance company. As per the terms and conditions that *** read to you during your cancellation, any and all compensation will come from ***. Should your claim be denied you will be given future credit with CheapCaribbean, less cancellation penalties in place at the time of cancellation, that will be valid for one year from the original date of your booking. Again, your reservation has been canceled.
Thank you
On Feb 11, 2018, at 2:27 AM, CheapCaribbean Reservations wrote:
Your reservation was canceled when you spoke with *** and advised you would be filing a claim.
Thank you
Reservations center
Toll Free: Tuesday - Saturday 6:30PM-3:00AM EST
From: Client]
Sent: Sunday, February 11, 2018 9:00 AM
To: CheapCaribbean Reservations
Subject: Re: Online Reservations Services: Refunds
Thank you Stevie and *** for your prompt reply and help on my issue, My sincere apology that I misunderstood ***'s explanation that I will be given future credit with CheapCaribbean.com. I am sorry that I needed to cancel my trip to Dominican republic in such a rush.My sister and I always dreamed to go on vacation over there, but I got called from my work that I will busy and will not have vacation days on April 27-May 1, that's why I needed to cancel or hopefully can re-schedule our trip for the end of May or for next year.
Thank you so much for understanding.
2/20 our agent contacted *** company. They confirmed that the client has files a claim on 2/11/2018
From: Client
Sent: Wednesday, March 07, 2018 2:03 PMT
o: CheapCaribbean Reservations
Cc: customerservice@***assistance.com
Subject: RE: claims status [#***]
Dear CheapCaribbean customer service,
Could you please send Cancellation document for booking *** in order to confirm the cancellation.
Greatly appreciate your help and time.
Thank you in advance.
Client
As it appears in this case the client has filed a claim with *** for the cancellation of their reservation. We have been informed by *** that two claims have been paid out to the clients: one in the amount of 594.11 and the other $631.1. Should the client have any further questions or concerns about their claim they may contact *** directly at:
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.
While booking with Cheap Caribbean my friends and I heard about several travel warnings and severe incidents very close to the resort and area we were staying at. We tried canceling and getting a refund because of the advisory and issues happening in Mexico at the time that we were not aware of. They denied our refunds even though we do not feel safe traveling. They care more about taking our money than our safety. Before we tried to cancel I had to switch a person out of the party and add a new one. They told me my new traveler paid the full amount for the trip and then charged us for the hotel fee for the person we took out. They also told us if we cancel we still have to pay the hotel fee and get a voucher for the next airfare but we have to book through them. The voucher also states there is a $200 fee which they did not tell us about when we took the first voucher out for the person we removed. Our first payment was only $299.98 and after the fee we only receive $99.98 on the airfare voucher. This does not seem right to me if our safety is going to be put in the line and they do not care enough to refund the money when it is not safe to travel.
After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on 1/9/2018
The client purchased round trip airfare from BOS to CUN 3-night stay at *** Resort & Spa
The client purchased this vacation for 3 passengers to travel 4/1/18 to 4/4/2018 at a total cost of $1407.63.
A trip cost breakdown is as follows:
$1206.62 Hotel
$753.60 Airfare ($251.20 per person)
$166.00 Transfers
$29.00 Deposit Fee
$1955.22 Total Package
-$ 899.86 Deposit split between two credit card on file at the time booking online 599.90 + 299.96
$1055.36 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 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:
2/27 client called to do a passenger swap. Client was advised of the fees/penalties imposed and that new airline ticket would need to be purchased for added passenger. No changes made at this time
We then received the following email from the client
EMAIL FROM THE CLIENT—
From: client
Sent: Tuesday, February 27, 2018 3:04 PM
To: CheapCaribbean Reservations Subject: Re: My Trip
Hello, I was wondering if I took only one person off of my trip if I would get their refund back? We haven??t paid the full deposit, just the first. Thanks
Our reply:
--EMAIL TO THE CLIENT—
From: CheapCaribbean Reservations
Sent: Tuesday, February 27, 2018 6:38 PM
To: client
Subject: RE: My Trip
Hello,
Since it was a deposit, they would get airline credit under their names and the amount they would have had to pay for the resort will go towards the remaining balance. If you have any further questions, please feel free to contact us back at and speak to a customer service representative or check out our FAQ https://help.cheapcaribbean.com/hc/en-us Thank you.Kind Regards,
3/6 client calls and swap passengers with consent to do so from both credit card holders on file, recapped the change and charges and advised of the cancelled passengers air credit minus $200 airline rebooking fee. Charged $625.03 ($575.03 air + $50 change fee) to the client’s credit card on file to cancel and added a new passenger. Revised reservation confirmation and Future Air Credit Voucher (for cancelled passenger) was then emailed to the client’s email address on file
3/6 below is an email received and our reply regarding the charges:
--EMAIL FROM THE CLIENT—
From: Client
Sent: Tuesday, March 06, 2018 7:22 PM
To: CheapCaribbean Reservations
Subject: Re: My Trip
Hi,
I just changed my reservations and my payment is due soon. I took a person off and put a new person on and was only aware of the $50 plane ticket fee. Now it says I have to pay off the person I took off. Why is this?
Thanks, Client
--EMAIL EXPLANATION TO THE CLIENT—
From: CheapCaribbean Reservations
Sent: Tuesday, March 06, 2018 7:48 PM
To: client
Subject: RE: My Trip
Hello,
It was a $50 change fee to switch the names, the cancelled passenger will keep their airfare and the new traveler purchased their own airfare. You’ve also only paid for a deposit booking. With a deposit, what is collected is the full price of the airfare, the $29 deposit service fee, the full price of the insurance if insurance is purchased on the reservation and 10% of the land portion of the reservation. So the land portion of the cancelled traveler is not yet paid, you paid the $50 swap fee to switch who is traveling, but the hotel portion still needs to be paid. Your deposit is still due 21 days prior to departure. The remaining balance will be charged to the first card on file unless one of the travelers calls in to make a payment. If you have any further questions, please feel free to contact us back at and speak to a customer service representative or check out our FAQ https://help.cheapcaribbean.com/hc/en-us
As there was a travel advisory all flights and hotels were operational and accepting passengers.
It is up to the client discretion to cancel if they feel necessary.
The clients did not choice to purchase enhanced insurance protect at the time of booking which allows the clients to file a claim if cancelling for a monetary refund per *** Insurance terms.
As we are a nonrefundable company CheapCaribbean.com issues only Future Credits for canceled booking less penalties per the terms and conditions agrees to at the time of booking.
Once again, we reiterate our sincere apologizes for any difficulties they feel that they may have encountered with us at the time of cancellation. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
The company advertises cheap vacation packages with favorable flight times, early arrival to destination. Once your book your package and the cancellation period has passed they notify you the flight you selected has been changed, although the flight is still available. The cost of the flight chosen increases significantly compared to the original price. Customers are forced to take less favorable flights.
The package was booked on February 23rd after room adjustment for $ 1,921.33. With flights:
***
FLIGHT 4298
Operated by ***
***
05:30 AM
***
07:32 AM
***
FLIGHT 5229
Operated by ***
***
08:40 AM
***
10:15 AM
On March 1st I received an e-mail from *** that said "We have received a schedule change from *** Airlines that affects your upcoming trip. We have found alternate flight for you which is similar to your original flight itinerary. Please advise via email on top priority for the below flight with your acknowledgment of that so we can update your travel vouchers. The new flight has an arrival time of 12:45 pm. The original flight is still available on *** website and on *** website except the advertised price is now $2,041.
This issue has been resolved with our client directly on 3/1/2018.
After we were notified of the schedule change by *** and heard that our client was not satisfied with offer provided, went back to *** for possible alternative air schedules in compares on what they had purchased. *** reviewed air options and found that they were able to offer the original flight that the client had purchased.
The client was satisfied with the outcome and an email notification was also sent to the client.
We reiterate our sincere apology for any difficulties the client may have felt to encounter. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
On October 28, 2017 I booked travel with this company promising to be a great trip. I had been in a *** hotel in *** and I had a grandiose time. When I got to the hotel I found that the property was very small and I was given a room by the entrance as supposedly one of the best locations. I informed the property I was celebrating my birthday and she told me it was one of the best rooms. Well she was obviouly lying to me as it turned out to be a super noisy room as buses would come at every hour to pick up people. I requested a change room from *** the same day I arrived and was told someone would get back to me. No one did until I called them back on Saturday. At the time the *** manager offered to change my room after 2 days and showed us to rooms that were worse as they were on top where they did the nightly shows. Furthermore, the property lacked the service they so boast about. According to *** they are clean rooms, well I had to go complain that my room had not been clean and it was 4pm already. Furthermore, the food was inferior and the surroundings were not to my expectations, not for the amount of money we were being charged. To make matters worse, people would be smoking pot on the beach or hotel, we were never warned about this. For my birthday the hotel send me a horrible cake made by their staff totally ruined it!! If I was selecting a *** the service and quality are expected and this property did not offer anything of value. For misleading, lying and ruining my birthday celebration, *** needs to refund me the money that I paid for this vacation.
In review:
A vacation on October 28, 2017.
The passengers purchased round trip, airfare on ***s from *** - *** to *** a four-night stay at the *** in a Double Room.
The client opted for standard travel insurance policies offered.
The client purchased the package for 2 passenger to travel November 4th thru November 08th, 2017 at a total cost of $2426.51 for all the services that were purchased.
The cost of each of the services purchased is as follows:
$970 – Hotel
$1241.22 – Airfare ($620.61 per person)
$46 – Shared Round Trip Transfer
$169.29 – Standard Travel Insurance
$2426.51 - Total
During the booking process, the cardholder(CH) was required to " Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking is not processed, and the credit card is not charged. 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, per airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
***.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 *** 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
***.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. ***.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 ***.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 ***.com Terms of Use located on our website at www.***.com/terms.jsp
Unless you file any claim you may have with ***.com within 30 days after the termination of this trip, all parties are released from further liability
***.com, Inc. will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed.
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.
The client was assigned Booking # *** for this reservation. After the transaction was finalized a Travel Voucher Receipt was issued for the purchase to the client’s email address on file. This document contained all the information that the clients needed to travel on the reservation as well as our contact information and an abridged version of the terms of the purchase.
The client purchased the lowest room category offered which was descried as “Double Room” with modern, clean furnishings, your room includes all the amenities you'll need. The client purchased a hotel stay and airline tickets, and these are the services that were provided and as contracted.
*** Customer Care researched the client claims extensively. We contacted the hotel and found that best possible services were provided to the customer, as contracted.
The hotel has advised us that all guests checked into the resort and stayed in one Standard Garden View room for the full duration as reserved. The hotel services were rendered in full. As soon as we receive the customer complaint, we contacted the resort and apprise them regarding the customer complaints. The customers complained regarding the room cleanliness and noise around the room area. The resort assured that the room will be cleaned, and some extra amenities will be provided. The resort did offer the customers to move to quieter area, but they denied. The customers were also given the option of upgradation of room with an additional cost. The customers were asking for compensatory upgrade, but the resort was unable to fulfill the demand as best possible services and options were provided to the client.
As a customer service gesture, $100.00 in *** has been deposited into the customer account at ***.com. *** can be used up to $100.00 per new reservation package that includes a resort and airfare. *** are valid for two years.
The client also disputed the charges with their credit card company. We presented all facts and correspondence of the transaction and response from the resort to the credit card company. We have since been notified that the dispute was closed in the favor of ***.
The client is fully responsible for this charge. The client agreed to our nonrefundable Terms and Conditions at the time of booking and all remaining services were rendered in full as purchased. No further compensation is being offered at this time.
has a price match guarantee policy in the event I find the same dates, same flight times from another provider and it will refund me the difference. The policy does not state anything about there being a need to select the same airline. I spoke to a customer service representative on 2/21 where she attempted with a supervisor to still give me the price match guarantee where *** has the same flight times , and same dates for $266 dollars cheaper. The representative was very rude over the phone and said there was nothing she could do. I am requesting a $266 refund or refund my entire trip and let me book it through orbit where it’s cheaper. I have been a customer of *** for several years and feel mistreated. I only want a $266 dollar refund as a resolution.
After review of the case, the following actions were taking by ***:
The client booked a reservation online on 2/20/18
The client purchased round trip airfare from *** to *** 5 night stay at ***
The client purchased this vacation for 2 passengers to travel 4/22/18 to 4/28/18 at a total cost of $3076.82
A trip cost breakdown is as follows:
$1794.00 Hotel
$1234.82Airfare
$ 48.00 Transfers
$3076.82 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.
*** 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/ *** 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:
Client submitted a price match on 2/21. The information was reviewed, and the client sent the following explanation:
From: Price Match CC
Sent: Wednesday, February 21, 2018 5:43 PM
To: Client
Subject: RE: PriceMatch Application for booking ***
Thank you for your submission. Unfortunately, we are unable to accept your requested price match since the flights that were booked are different then the ones shown in the screen shot from ***.Obviously, this would alter the price of each package, respectively. Should you have any questions or require further instructions for submitting a price match, please do not hesitate to contact us.You are welcome read the details of our price match policy at http://www.***/terms.jsp for further clarification. If you have any additional questions or concerns, please contact us at ***. We are open from 5am until midnight EST to assist you. Thank you for your business and have a wonderful vacation!
2/21 @ 6:40pm we received a call from the client and again explained the reason for the denial. The client understood the explanation given by the agent.
Attached are the terms and conditions outlining ***’s price match policy.
Once again, we reiterate our sincere apologizes for any difficulties the client 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.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: this is over one flight change on the way home from what I submitted. 99% of the itinerary matches. After spending 3k with your company this is terrible customer service. It’s really not much I’m asking for and not fair at all. Please reimburse and treat a long time customer of yours with fairness.
Regards
Hate the company....got ripped off. Paid for an hotel upgrade and when I got to punta cana the hotel had no record of it. Called cheap caribbean....they had to go through their phone logs. Confirmed they made a mistake 2 or 3 days later. By then we had been shuffled off to another part of the resort. Wasted hours trying to get it straightened out with Cheap C. Horrible customer service. Didn't get what we paid for, they didn't correct it, and in the end they offered a paltry sum to reimburse us. I go to all inclusives twice a year and never will use them again. When I pay for something I expect it to happen. Not get the run around or wait 2 days for an answer.
I regretfully booked a trip through Cheap Caribbean, I spoke to three representatives to get my questions answered about an all inclusive to Punta Cana. The rep's gladly book your trip and take your money failing to inform you of all the details.
Thankfully, I paid for trip insurance because I had to cancel our trip due to an illness (my husband diagnosed with cancer/they had no compassion). After numerous calls and many forms to be mailed to Cheap Caribbean and their insurance company I still could not get my refund in full because of the way the rep charged me in separate bills because she made a mistake when originally booking the trip .
I called MELANIE from CC, as it states on her site call me before the Revdex.com. She flat out lied to me and told me she spoke to and emailed my complaints to there insurance company about my issue. I spoke with a rep from the insurance co and she informed me MELANIE never contacted her/them. SO BEWARE OF THIS COMPANY before you book with CC! I'm glad I found a good employee at the insurance co to resolve my issue/refund (which I emailed copies TO from MELANIE emails to me - which she never received )!
I also found cheaper prices on other sites after booking w/ CC.
I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE THAT WHATS GOOD SERVICE AND A GREAT VACATION.
This company is a scam. Don’t be fooled by the cheap prices. The airline company booked through cheap tickets refunded the entire balance to me and cancelled my reservation with no issues due the dangers of traveling to Montego Bay Jamaica. My vacation was booked 1day ago with cheap tickets representative fully aware of the Danger & that the governor declared a state emergency deeming no tourists visit the area (over 300 deaths within 24months) tourists being rapped at all inclusive resorts and they still refuse to return my funds. *** Airlines cancelled the transaction and issued a refund but come to find out, Cheap Caribbean never used my form of payment provided to them, they used a separate account attached to their business so that regardless of who refunded me, they would still receive my cash. I entered an *** payment, the airline received payment from a *** not even attached to my name, now how is that legal. I’m pretty sure all kind of credit & points are added to benefit a *** customers have no clue about how this company is using their credit cards to benefit off us in so many ways. I’ve been dealing with this issue for 12hrs none stop without any resolution. Everyone please be aware. Spend the extra 30-50$ with legitimate companies, we all work to hard to give scheming companies like this free hard working money. What *** Airline did in regards to this situation represent professionalism, they overlooked a stupid policy in understanding of the situation but that did no good because outside of *** Airlines, I’m dealing with an inconsiderate, money hungry company that not only booked this trip knowing Jamaica Governor recommend all tourists avoid planning a vacation & if your already there to stay inside. Not only did *** issue a credit due to this dangerous unhealthy issue ( I was within the 24hr cancellation period that cheap Caribbean lied about) tomorrow will be day 2 & I will definitely be out of cheap Caribbean cancellation period after 10 calls
In review :
We spoke to our client in 1/24/17 and as a customer service gesture we offered a full refund for the cancellation of their reservation. A refund was then processed to the clients credit card on 1/31/18. Once again, we reiterate our sincere apologizes for any difficulties they may have felt to experience. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
Last year my daughter went on a trip with a friend and had a great time, so this year, she and I booked an all-inclusive trip to the Bahamas through their website as well. When we arrived, we did have an issue with accommodations at the resort, and so we called in to the website's number. The in-destination staff did an AMAZING job of getting us moved to a room that did not affect my allergies, and we were very, very pleased with their professionalism and timeliness of response. We will definitely use this site for future trips!
I purchased a vacation package from CheapCarribean - I paid for an upgraded room which included their "Unlimited Luxury" package - This included free mini bar, turn down service, free Wi-Fi, among other items advertised on their website. We were promised "gift vouchers" at check in that were supposed to be valid in the shops, casino, etc. They were NOT accepted in the casino - Additionally, we attended a "sales presentation", and were promised $120 in CASH (not vouchers, CASH!) - They refused to pay the cash and paid in vouchers that again, were supposed to valid in the casino - Casino would not accept them - The door to our room did not lock and was not repaired prior to us leaving, there were issues with black mold in the room that I was forced to clean myself, they failed to refresh the mini bar on more than 1 occasion, even after following up.
After review of the case, the following actions were taken by CheapCaribbean.com:
The client booked a vacation with a CheapCaribbean.com representative on 10/13/17
The client purchased round trip airfare from BOS to PUJ for 7 night’s stay at *** Round Trip Airport Transfers.
The client purchased this vacation for X passenger to travel X at a total cost of $
A trips a costs breakdowns is as follows:
$2537.50 Hotel
$803.52 Airfare
$ 48.00 Transfers
$ 29.00 Deposit Fees
$ 254.18 Insurance
$3672.20 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 . 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. Any remaining credit will be issued in the form of a future travel voucher un-less the change is made within 24 hours of booking and meets all requirements for refund. Additionally, please be advised that 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:
12/19 The day prior to departure the client sent the sales agent and email regarding his stay. On behalf of the client we sent the clients complaint to the resort to review:
From Client:
Wrapping up our last full day here and have to say its been a disappointment. From a moldy musty room that never got addressed to me getting violently ill in the middle of dinner and then to add insult to injury I was asked to leave the restaurant. 2 nights in a row we were served raw seafood (was not ordered raw). Not able to relax by the pool between the leaf blowers and weed whackers and the constant sales pitch (everything from spa sales to guys with birds wanting to take pictures. Additionally, the door to our room doesn’t lock, other than a banner on the door for our birthday and anniversary we weren’t recognized. (They did bring a cake and champagne for Tracy’s birthday) All these issues were brought to the attention of VIP services in the lobby as well as the concierge in the preferred lobby. The resort coupons?? for $250Useless unless we wanted to buy a bottle of wine at dinner or a couple’s dinner. They’re NOT accepted in the casino as promised. Additionally, we did the tour 90 minutes presentation and we promised $120 cash. Not vouchers which BTW we would ONLY use in the gift shop. Again, not the casino as promised. Other than the weather and sharing time away with my wife for what we saved and scrimped for a year for, it’s been a huge disappointment. If we could have come home earlier without exorbitant changes fees we would have Sent from my ***
*
12/20 email to client with offer of $100 CheapCaribbean Sun Dollars. We also contacted the resort at this time for further review.
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 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.
We have contacted the resort to inform them of the concerns you encountered during your stay as well as the information that you have brought to our attention. 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.
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! Warm Regards,
1/12 response from the resort:
We regret to learn that the experience of our mutual guests with us was not completely satisfactory and hope they can accept our sincerest apologies for any inconvenience caused. As a service oriented company, our goal has always been to deliver exceptional experiences to all our guests. . And *** booked a Preferred Club Junior Suite Tropical View and they received a free upgrade at the check in at a Preferred Club Junior Suite Pool View in order to make their stay as more enjoyable as possible and as our mutual guests explained in their complaint they received the banners on their door and special amenities for their special occasions.
Regarding the remark of our food concepts, our gastronomical offer was elaborated taking in consideration the diversity of our guests. The level of satisfaction obtained, concerning the quality and variety of our food services, has always been high, according to the opinions reflected in our weekly guests questionnaires. Recently, we have made some changes in the concepts of our Specialty Restaurants that also includes important improvements in their menus. We regret that our hotel did not let them enjoy of our expansive selection of international cuisine at one of our five restaurants and a wine cellar or the nine restaurant options at adjacent Now ***. We would like to inform you that our Hotel *** per policies have a very strict follow up of the HACCP (Hazard Analysis Critical Control Point), also we have a Quality and Hygienic external control audit, for the correct handling of food and drinks we serve to our guests. We are certified by *** (***) and we are randomly analyzed by inspections for food safety & hygiene. In addition, you can consult *** webpage https://www.checksafetyfirst.com/ and find us like a Safe Hotel.
We regret about the approaching from ***; they deliver and inform how to use the credit coupons to the guests, they invite the guests to a meeting however is not mandatory, guests decide to go voluntarily or do not accept the invitation and we kindly remind you that *** does not own, manage, operate or control UVC. We are deeply sorry if we were not able to meet their expectations, and of course we are not trying to find any kind of excuse, but as you kindly understand, unfortunately in this case and for all the reasons before mentioned we cannot consider any type of compensation.
Best Regards,
1/12 email to 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. 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 *** 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! Warm 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.
All services are rendered in full, no further compensation is offered at this time.
*Terms and Conditions, please see link above
Regrettably, it is quite difficult to repair a broken vacation upon return. Had the resort or CheapCaribbean.com been given the opportunity to try and repair things while you were in destination, their trip may have been more satisfying to you in the end.
Below is the information the client received within their travel documents regarding the use of coupons offered while in property, valid for specific but not all purchases.
SAVINGS INFORMATION
Title: Added Value -- ***
Description: $200 in Resort Coupons, per room per stay, at ***!! Not all reservations qualify for $200 in Resort Coupons. Please read ALL conditions below to see if you are eligible. The following conditions apply: 1) Not valid when booking an ROH, Deal of the Day or any SALE room category. 2) Only valid for reservations made between June 16, 2016 and April 12, 2019. 3) Only valid for travel between June 16, 2016 and April 12, 2019. 4) Hotel portion of the travel voucher must contain the following Rate Code: RESORT COUPONS. No other rate code verbiage will result in $200 in Resort Coupons. 5) $200 Resort Coupons will be issued as follows:
$100 SPA COUPONS - Issued in two (2) $40 coupons and one (1) $20 coupon. Coupons are not combinable and only valid one per treatment. $60 ROMANTIC DINING COUPONS - Issued in one (1) $40 coupon and one (1) $20 coupon. Coupons are combinable and not valid for bottles of wine. $40 WINE COUPONS - Issued in four (4) $10 coupons for bottles of wine. Coupons are not combinable and only valid one per bottle.
7) Coupons are only valid during the original stay and must be presented/redeemed at the time of reservation or service. No deductions will be taken at check- out. 8) Coupons are only valid as listed above and cannot be applied toward the following items: beauty salon services, spa product purchases, telephone charges, dolphin experiences, gift shop purchases, boutique purchases, internet service, marina services, dive shop, medical services, car rentals, or travel agency services. 9) Coupons are not cumulative and cannot be combined with any other offers including, but not limited to spa treatment discounts. 10) Coupons are non-transferable and non-refundable; there is no cash value for unused portions and additional restrictions may apply. This is an informational voucher only. If all conditions are not met, $200 in Resort Coupons are 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 .
At this time our position remains the same. No further compensation is offered at this time.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
1) both your premier concierge and butler as well and the CC rep at the front desk area weee notifies of our multiple issues.
We didnt request an upgraded room, in fact , we had asked to be moved to our booked room since the pool view room was a pool view of a different report that allowed children and the noise was extra loud
the vouchers we received for taking your vacation club tour were supposed to be redeemable in the casino. 3 different people in your casino told us that was not the case and that other people had tried to use them as well and they were also unaucxesful
I received $120 in vouchers that you rpreeented were redeemable in the casino
refund me $120 and we can call it even
Regards
I am requesting a refund of $2182.46 for a trip that was paid for, never taken and canceled well in advance of the travel date. Trip insurance was purchased and did not cover the cancelation...as I started a new job and was required to work that week...lost my vacation time. Travel insurance refused a refund. Cheap Caribbean said we could have a credit against future travel, but deducted $500off the trip credit for air penalty and hotel cancelation fee. Now $1630.20 credit due for further travel. We can't use by credit end date of August 2018 . asked to transfer our credit to daughter . Approved. Now they are refusing to allow the ok so. Y daughter can book her trip. Now I just want all $2182.46 back as a refund. The run around I have had from this company....horrible. Booking id number and all details available. Never disclosed cancelation policy when trip was booked
In review:
12/27/17 we were contacted by one of the passenger on this reservation with a request to transfer the credit to her daughter. To fill this request, we advised we needed the actual credit card holder’s approval first before transfer the Future Credit on file for this reservation.
12/28 credit card holder called with approval and authorized the transfer of credit to the passenger’s daughter.
12/30 Daughter called and booked her vacation to the Caribbean using the full CheapCaribbean.com Future Credit.
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.
Dear Cheap Caribbean,
Re: Booking ***
On Friday October 13th 2017, I flew to Cabo San Lucas to enjoy a vacation that I booked through Cheap Caribbean. I arrived at the *** Resort that afternoon expecting to have a relaxing, beautiful vacation with my fiancé.
Unfortunately, staying at the *** was a terrible experience. We encountered the following during our stay:
· We were put in a room where the building had been closed for weeks prior due to a major storm. The resort had been flooded. We were informed by the resort staff that the building had been completely closed down and we were the first individuals to stay in that room since the flood occurred. Because of the storm, the room smelled of mold and was not clean. Please see the attached photos showing the condition of the room.
· When brought to the attention of the resort, we were moved to another room after spending two nights in the original room (though, we were at the mercy of the resort because Cheap Caribbean didn’t provide any support). The second room was even worse than the first. It was infested with mosquitos and smelled of vomit. We slept with our heads under the sheets trying to avoid mosquito bites. Also, this location was so noisy, it was almost impossible to sleep.
· The condition of the available restaurants was also poor. There were flies all over the food – regardless of the restaurant we attended. Again, please see the attached photo evidence. Both myself and my fiancé got sick as a result. My fiancé even spent one night on the bathroom floor because she was so ill. We both returned home feeling awful.
· When we had finally had enough, feeling thoroughly exhausted from this terrible experience, we moved resorts ourselves and paid out of pocket for that expense. I’m sure you can understand the cost incurred by booking a resort room the day of. This was all we could do to salvage one good day out of our entire vacation.
Worst of all, Cheap Caribbean left us
After review of the case, the following actions were taking by CheapCaribbean.com:
The client booked a reservation online on 9/7/17
The client purchased round trip airfare from LAX to SJD 4-night stay at ***
The client purchased this vacation for 2 passengers to travel 10/13/17 to 10/17/17 at a total cost of $108.05
A trip cost breakdown is as follows:
$648.00 Hotel
$ 559.22 Airfare
$112.83 Insurance
$ 1270.05Total 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:
10/13 8:04pm client called with many complaints about the resort, wanted to move. Advised moving them at this time of not was not possible. Agent offered to speak to the resort about their issues. Agent then emailed the resort for follow up. The agent then also emailed several resorts in the area for availability.
The *** notified us of the availability to move the client. We awaited a response from *** on what they would charge the quests for an early check out.
10/14 8:05pm – we continued to wait the response from the resort as to whether the resort would waive penalties. We advised the client that we could provide the relocation to the *** at this time and once a response was received from the *** we could refund them based on the resort approval.
10/15 – we received an email from the client @ 10:27pm, about issues they continued to encounter. Since we still did not receive confirmation from the resort we again contacted the resort to inquire about possibly moving them to the Palace or waiving fees should they relocate.
10/16 – Clients relocated earlier this day. Confirmation was received from the *** that they would not be charging for the night of the 16th. A refund was processed in the amount of $162.00.
10/16 – clients called in about changing return flight. To do so they would be imposed a fee which left no value to the tickets. Advised a new one-way ticket would need to be purchased. No changes made at this time.
12/5 – client contacted Customer Care. The client’s complaint has been sent to the Rui for further review. The ***’s response time is 21 days. Once a reply is received we will notify the client of their response.
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.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Thank you for taking the time to get back to me but unfortunately the position provided is really disappointing. CheapCaribbean wants to have NO liability at all while selecting such a bad Resort. A the time of any booking Cheap Caribbean says that if the client has any issues they could call the company directly and they would solve it but that was not the case at all. What a horrible experience; this company should no longer be in business for allowing customers to be under such poor circumstances.
Regards
Just booked my 3rd trip wit Cheap Caribbean, I have so far had no issues with my trips or transfers, everything went as smooth as if I would have did it myself. I love the payment plan option. And I have priced checked numerous times and they do truly always have the Best Deal.
We booked all inclusive vacation and was told that it was four star hotel which is definitely not. We are still waiting for our rooms to be ready for my 94 years old husband. It has been almost five hours and we are still waiting. They even said to us we might have to sleep in lobby. It was and is not acceptable. No explanation except for no staff to clean up the rooms.
After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on 11/5/17
The client purchased round trip airfare from New York to Punta Cana 3-night stay at *** Punta Cana
The client purchased this vacation for 6 passengers to travel JFK to PUJ at a total cost of $3256.36
A trip cost breakdown is as follows:
$950.40 Hotel
$2166.96 Airfare
$139.00 Add-ons
$3256.36 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 travelhttp://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 atwww.cheapcaribbean.com/terms.jsp
Unless you file any claim you may have with CheapCaribbean.comwithin 30 daysafter the termination of this trip, all parties are released from further liability
Charge Now:
$XXXXX
Charge on XX/XX/XX:
N/A
Total Price:
$XXXXX
Total Price: $XXXX
Balance
$
I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions
In review:
*** booked the reservation on 11/5/17 for three rooms. She requested the rooms be together. We forwarded her request to the resort.
On 11/26/17 we received an email from the client advising she was not able to get three rooms together.
On 11/27/17 we replied to her email advising the resort does not guarantee to accommodate the requests made at the time of the reservation, as described in our confirmation letter, see attached. She had asked for a special request.
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 refund being offered at this as all service are seen as rendered.
This complaint is about the business that collected the fees but did not deliver the goods.. We purchased a trip to the Carribean. The price was OK, but nothing to brag about. Unfortunately, due to the ensuing hurricanes, the hotel closed down. The trip could not have been taken. So, we asked for the money back. CheapCarribean said that the money will not be returned and only available as a credit that will expire shortly. We went to the customer so-called service: first, noone responded for two weeks, then Kimberly S responded. Her email was very nice, and she knows how to write. Her email said to just call her and she will resolve everything. We called her for over a month, left messages, sent emails. Finally, she responded. Kimberly was rude on the phone, refused to discuss law applicable to our claim, and then refused to even discuss morals of keeping our money when the trip could not be taken. Cheapcarribean is a fiduciary, but acted as an extortionist. We would like others to know about Chepacarribean and be forewarned. Hence, this complaint.
After review of the case, the following actions were taking by CheapCariibean.com:
Booking # ***
The client booked a reservation online on 5/2/2017
The client purchased round trip airfare from JFK to SXM 7-night stay at ***
The client purchased this vacation for 4 passengers to travel 11/19/17 to 11/26/17 at a total cost of $5135.92
A trip cost breakdown is as follows:
$2272.04 Hotel
$2863.88 Airfare
$5135.92 Total Package
Booking # ***
The client booked a reservation online on 5/2/2017
The client purchased round trip airfare from JFK to SXM 7-night stay at ***
The client purchased this vacation for 2 passengers to travel 11/19/17 to 11/26/17 at a total cost of $5135.92
A trip cost breakdown is as follows:
$1731.08 Hotel
$1431.94 Airfare
$3163.02 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:
Booking # ***
9/15/17 client contacted us to cancel their booking due to hurricane damages in St. Martin. All cancellation fees waived. Issued a CheapCaribbean.com Future Credit for the full amount of $3163.02 – Credit expires 5/2/18
10/8/17 client re-booked using credit on file – booked reservation to the ***, travel dates 11/18/17 – 11/25/17. Package price ***. $915.24 remained on file:
Booking #*** (two passengers)
$1225.46 Hotel
$1122.32Airfare
$- 100.00 Promo
$2247.78 Total Package
$915.24 Future Credit remains – Credit expires 5/2/18
Booking # ***
9/15/17 client contacted us to cancel their booking due to hurricane damages in St. Martin. Reviewed option to making a change in the reservation. No changes made at this time
9/25/17 Client called and wanting a full future credit like her friend received.
Awaited waiver of fees from Delta before issuing CheapCaribbean.com Future Credit
9/26/17 All cancellation fees waived. Issued a CheapCaribbean.com Future Credit for the full amount of $5135.92 – Credit expires 5/2/18
10/8/17 client re-booked 2 reservation using credit on file – booked reservation to the ***, travel dates 11/18/17 – 11/25/17.
#1 Booking *** Package price $3776.89 four passengers)
$ 1532.25 Hotel
$ 2244.64 Air
$3776.89 Used Partial Future Credit
*Additional booking
#2 Booking *** Package Price $1285.40 (one passenger)
$ 724.24 Hotel
$ 561.16 Air
$1285.40 Used Partial Future Credit
Remaining Future Credit remains – $73.63 Credit expires 5/2/18
We have spoken to the client and as a gesture of customer service we have offered the clients a refund of the credit remaining and advised that all credits will be issues to the cards on file. The client was satisfied with the outcome..
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered during this hurricane season. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
My family booked a vacation through Cheap Caribbean. My assumption while helping my parents was that it would be cheap and that it would be reasonably priced. It indeed was reasonably priced on the first day that I looked it up. On subsequent days the price went up, at which point I urged my parents to book in order to secure a "cheap" Thanksgiving vacation. Unfortunately, I was manipulated into picking a room upgrade that I neither wanted nor desired. As I clicked through the pages to get to the payment page, I was presented with a "junior suite" room, and at the top it said "included in price" with no +$xxx amount listed, making me falsely believe that this was the only available room and that it was not possible to get the deluxe room for "-$xxx" amount that might have saved my family extensively.
While it is the three of us, my father, my mother, and myself and we do enjoy luxury, even well-traveled individuals like myself know that I would have rather saved $1 than upgrading my room to one that was more luxurious. I could care less about my room and it could be bed bug ridden for all I care. When on vacation, who even spends time in their room? It is more of a locker room to store my clothing and for me to comfortably sleep than an area for me to lounge as the name "junior suite" might imply.
I feel personally cheated and I feel my family was unfairly manipulated into choosing a certain option under the impression that it was the only one available. I hope this company learns that it is unfair to withhold rooms and cheaper options to families who are simply wanting to have a wholesome thanksgiving vacation together. I don't know what business ethics classes were given to this company but certainly not one not based on Christian values as can be seen by the very shady business practices held.
In review:
On 10/23 the client booked at a time when the lower room category (deluxe room) was not available for sale as the resort had placed a stop sale. The only room we could offered at that time was a Junior Suite, which the client agreed to book, per the terms and conditions (see attached) of CheapCaribbean.
10/31 After reviewing her request we contacted the resort to see if they (at this time) had available allotment for two deluxe rooms. They confirmed that they had. We immediately then contacted the client to offer the option of 2 Deluxe rooms in addition to refunding the difference in room catagories to her credit card on file.
A refund of $427.35 was then processed to the clients 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.
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. I will confirm if my refund is appropriately processed. Thank you for your help.
Regards
I sent dozens of emails back and forth with Cheap Caribbean and ***. As you can see I contacted them several times since getting back from Vacation in April. I had approached the front desk of the *** while I was staying there several times. The internet service was choppy and my messages were not going through while I was staying there, nor did I have an International plan, so I was unable to contact Cheap Caribbean while on vacation, but contacted them immediately on return.
Cheap Caribbean returned $269.23 of the $2194.58 that I spent on this trip; and I sincerely feel this is inadequate for what I went through.
I was sick the entire time every time I ate at the hotel. There was very choppy cable and internet service. There was no lock on the back door the whole time we were there and we did ask for it to be fixed. We asked to change rooms and was told there were none available. The water went out while we were there twice. Also, my boyfriend went up to ask for a key on a separate occasion and they didn’t ask for ID. How did they know he was asking for our room key? This is all very scary for a place we are unfamiliar with. The whole thing was just not at all relaxing.
I also tried to recover with *** but had no luck.
After review of the case, the following actions were taken by CheapCaribbean.com:
The client booked a vacation with a CheapCaribbean.com representative on 2/15/17
The client purchased round trip airfare from *** for 4 night’s stay ***
The client purchased this vacation for 2 passenger to travel 4/20/17 - 4/24/17 at a total cost of $2194.58
A trips a costs breakdowns is as follows:
$1078.14 - Hotel
$1033.94 - Airfare
$ 82.50 - Transfers
$2194.58 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 *** 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 *** 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:
The client was assigned Booking *** for this reservation. After the transaction was finalized a Travel Voucher Receipt was issued for the purchase to the email address, *** This document contained all of the information that the clients needed to travel on the reservation as well as an abridged version of the terms of the purchase. The receipt also contained extensive contact information for the merchant’s US-based office that is available from 5am to 3am EST seven days a week.
After receiving our clients dispute we reviewed the reservation and saw that the first contact that the client made with us was on April 28, 2017 via *** The client informed the Post Travel Department that she had reached out to the hotel directly to address their concerns. We advised the client that we would send her information to the resort as well. The resort might respond to us or they might notify the client directly of a response since the client contacted them directly.
A week later the resort authorized a one night refund. The resort sent this correspondence to the client:
***
We are sorry to hear your feedback on your stay and that you felt unsafe, as security is very important to our resorts which is why we have every guest wearing a wrist band and Security Guards at the front Lobby entry way, on the beach and throughout the resort checking these wristbands. Our staff is aware of which couples are checking in together and dining together each day, so it is quite possible this agent was aware that the two of your were travelling and sharing a room together. Our General Manager as busy as he is, has reached out to directly. We understand your position and he has inquired as to whether you visited is a doctor from your food poisoning. Have we received an answer to this inquiry. As you can imagine, guests coming from cold climates and every part of the world (all year round) travelling to a foreign country in combination with a variety of other circumstances may result in unfortunate maladies. To better assist you, please provide us a doctor's note specific to your "food poisoning." If our *** was not suitable to your needs it would have been best at this time to inform us / speak to Management. As we do have *** both not far away and it is possible we may have been able to relocate. *** is a fan favorite to many people whom re-visit often even year after year, we get many comments on our *** page from all our 12,200 fans. Our Resort is currently ranked *** out of 69 Hotels on the island which includes our 5 star hotels in that 69. *** is reviews from only guests that exactly booked through *** As you can see these actual guests rate our resort at 3, 4, 5 star experiences and the majority of guest would recommend our resort. So we are sorry to hear that your experience was not the same. We certainly do appreciate your feedback regarding your stay, Management is always re-visiting the multi-aspects of our establishment and always making improvements. So they value the feedback to make proper assessments and adjustments Please send the Doctor's note and I can see how I can proceed to assist you further with this matter at hand.
Kind Regards, Martha J. M
***
***
Before we were able to process this $269.53 refund the client disputed the 100% purchase price. Due to the chargeback we did not issue the resort-authorized reimbursement to avoid multiple credits for one transaction. After the first chargeback was closed in our favor, the $269.53 refund was issued to the client credit card on file.
The client is advising that she wanted a 100% refund however this is not possible. There have been no other approvals from the resort to issue reimbursement, therefore no additional refunds can be issued. The client received the international airfare services in full without complaint. Moreover the client received the round trip airport transfers in full. These should not be included in the disputed amount. Additionally the client never notified us of these claims until after receiving the services in full as was contracted. The client had extensive contact information via phone, email, website, and social media, including Twitter. Again the client chose this communication avenue after travel tweeting us more than six times. This could have been accessed from the destination to request assistance, rather than after travel to post dissatisfaction. Since we were not notified we must defer to the resort to address the specific claims and provide reimbursement. The client did not have a doctor’s note diagnosing the illness as being food poisoning. As the resort mentioned this could have been something other than food poisoning. There is no way, especially after a month as passed, to determine the origin of the illness that the client is claiming to have contracted. This is something that could have resulted before travel commenced. In regards to the room change request, the resort advised the client that there were no other rooms available to change them to. A lack of empty rooms is a limitation that no resort could have rectified. Power and cable outages do also occur in the U.S. and is not something that a single business entity can prevent, especially when traveling to a tropical destination where the infrastructure might not be a robust as it is in the states.
We understand that occasionally client’s purchases are not aligned with their vacation needs however the clients have an obligation to communicate this immediately so that we have an opportunity to rectify any situations that are within their control. Regrettably, it is quite difficult to repair a broken vacation upon return. Had we been given the opportunity to try and repair things while they were in destination, their trip may have been more satisfying in the end. responsible for this charge and a full refund cannot be offered. Compensation was previously authorized by the resort and passed along to the client when the one night refund totaling $269.53 was issued on June 15, 2017.
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
Me and my boyfriend purchased a vacation package in 2016 from CheapCaribbean.com. We could't use it in that year, and had to reschedule our trip to 2017. We already lost half of the amount we paid for because of this change. In 2017, we ended up paying additionally in order to use our remaining credit. We had a trip planned from 9/18-9/22 to *** Prior to our trip,I called the company 3 times on the phone and asked if there was any weather related issues. They said everything seems to be ok, and we are safe to travel. They also said that if there was any serious weather alert 'they would contact' us. On 9/18, we arrived to *** without knowing that the most catastrophic hurricane of the century (category 5) was approaching to *** On our 3. day of vacation the hurricane destroyed the island. We were stuck in the hotel, there was no electric, as well as no internet/cell phone service. *** (booked through CheapCaribbean) was canceling and rebooking our flight constantly.Our flight was cancelled 5 times.I e-mailed Cheapcaribbean and literally 'begged' for help to help us finding a flight as well as helping with the accommodation. I also e-mailed them. They did not care nor help. We were left alone in the island. Our 4 day vacation turned to 16 days of misery due to us being stranded. We spent $ 1,062 out of pocket for the additional days.We left the island with our own efforts -on a humanitarian boat-.I never dealt with any establishment in my life where customers don't mean anything.I believe we were supposed to be informed about the hurricane, as well as we were supposed to be helped financially-or at least could have been offered free stay at the hotel or SOMETHING!-.Nothing was done for us, as well as our help was declined. I missed work for 12 days and I'm not even talking about my financial loss.I ran out of my ulcer meditation, as well as stung by a venomous african bee from my ear-I still suffer from that as of now.Our pets were left starving at home
After review of the case, the following actions were taken by CheapCaribbean.com:
The client booked a vacation with a CheapCaribbean.com representative on August 13, 2017
The client purchased round trip airfare from *** for 4 night’s stay at *** Hotel.
Client declined the travel insurance and round-trip transfers
The client purchased this vacation for 2 passengers to travel 19/18/17 – 9/22/17 at a total cost of $1285.15
Trips costs breakdown is as follows:
$1633.70 - Hotel
$767.80 - Airfare
$2401.30 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 *** 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 *** 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 below is a recap along with email correspondence that took place during the client time in destination:
9/6/17
The clients called to inquire about travel and the storm: informed no waivers in place now, change fees would apply at this time.
Advised to call closer to travel time, for now we only have information through to 9/9/17 and currently see all flights are operational, resort is open.
Advised to call back closer to departure for any additional information or request to change
9/14/17 the client called to inquire about add on’s
9/15/17 the client called because they thought to have seen a price difference due to all-inclusive package posted. The supervisor explained the pricing for the all-inclusive. Clients kept the package as is which included breakfast only. The supervisor as a customer service gesture also added shared transfers to booking at no cost, due to her dissatisfaction of the agent handling her concerns prior. The clients were satisfied with the offer.
9/18/17 Client departed for ***: airport was open, flight operational, resorts were accepting reservation.
9/21/17:
Email from client:
Sent: Thursday, September 21, 2017 3:53 PM
Subject: EMERGENCY HELP NEEDED
Hi,
Me and my boyfriend booked a trip from you guys to *** Because of the hurricane we are stuck here. There is no electricity and cell phone service. Because of this reason I cannot call you. Our return flight was supposed to be tomorrow morning with *** at 8.20. From my knowledge that flight is cancelled. But *** has another flight at 1.00 pm and the flight number is ***. Can you please call them and change our flight? This is very important and an emergency situation. There is no cell phone access. I found a corner on the street and using a wifi to send you this e mail . Our reservation no is: *** can't be reached at my cell phone. I hope you can reach me to my hotel number: *** room number ***
Thank you and please respond asap
Email from CheapCaribbean:
On Sep 21, 2017, at 9:22 PM,
CheapCaribbean Reservations wrote:
Good Evening, I show that *** has booked you on a flight to return on Saturday Sept 23. Please let us know if you need further assistance
9/22/17
Email from client:
Friday, September 22, 2017 10:46 AM
Yes I called them and scheduled a return for Saturday. We don't need your assistance as of now.
Client called in destination stating they were supposed to fly home today but the flight is now canceled until Monday & they need 3 extra nights.
The resort had quoted them $99 plus taxes per night as a distress rate. She said there's no electricity & they didn't choose to extend their vacation, so she feels they shouldn't have to pay anything.
We checked the original rate they paid & it was $129.
We told her we understood her situation, but the resort is still collecting a nightly rate for guests & her best bet would be to take their distress rate.
She said they don't have any money left & literally can't pay for it.
She wanted a supervisor, but no one was available at that time. She requested a call back from a supervisor.
9/23/17
Email from client:
Saturday, September 23, 2017 4:13:46,
Thank you for your e-mail.. Me and boyfriend went to the airport today to inquire about the delta flight, but we didn't get any info. Airport's whole system is shut down, and as of today they aren't operating any flights. *** keep cancelling our return flights. They scheduled our return on the 29th. We are in an extreme hardship situation here. I will kindly ask if you can keep an eye for our return flight. If you find any sooner than the 29th, can you hold it for us? We have no phone access, as well no electric. Trying to live in the crisis situation. Thank you,
9/24/17
Email to client:
Sunday, September 24, 2017 1:17
Good morning! We have tried to reach you at the hotel but the line rings busy. I see that *** has the following itinerary available on the ***We regret that we cannot hold or process this exchange for as *** has control of your tickets due to previous changes. Please contact ***. confirmation number is *** The only option we would have is to collect full payment for any additional flights that are booked home. Please reach out to *** to assist.
Please let us know if you will depart sooner than the 29th.
9/24/17
Email from client:
Our phone never rang. Hotel's line wasn't working. I give you the full authority to change the flight an earlier one please. Every time I call ***, they keep us on hold and never find an earlier flight. Please try to change it to an earlier one. We don't have access to make phone calls.
Email from Cheapcaribbean.com:
Hello-
Unfortunately, the flight we were referring too in an earlier email is not available anymore. I don’t think it even exists anymore. I looked around and there are no flights out until 9/29. Also, if there were an earlier flight *** would have to make the change, since they have control over your tickets. I’m sorry we couldn’t be more help here. Please keep us updated if anything changes.
Thank you
The client had not purchased insurance
Once again, we reiterate our sincere apologizes for any inconveniences they may have encountered during this hurricane season. We feel we did our upmost best to remain in contact with the client and assist them as much as possible. In this case the airlines had full control of client’s departure times and dates.
*Terms and Conditions attached
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 refunds or compensation are offered at this time.