CheapCaribbean.com, Incorporated Reviews (%countItem)
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I booked a my honeymoon via this website to Puerto Rico and given the condition of that country status post hurricane I called this company to switch my destination as well as flight info.The repeatedly kept giving me the run around and with countless of hours spent of the phone trying to change my honeymoon information as well as changing my maiden name to my married name I decided to report them on accounts of being unprofessional and giving false information. I was told on one call my flight would be waived and then on a different time I called they said I would have to a pay a $400 fee now. Then I was told to call the airline directly which I did and was told once again that I can to change things via the company I booked with. It is very frustrating to be given information and then you don't know what is right or wrong or who to believe! So all in all I would like to prevent others from going through the same incredibly unprofessional and agonizing process of trying to change everything through this company.
After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on 6/23/17
The client purchased round trip airfare from 11/25/17 to 12/1/17, 6-night stay at ***
The client purchased this vacation for 2 passengers to travel 11/25/17 to 12/1/17 at a total cost of $3164.50
Client opted not to purchase travel insurance.
A trip cost breakdown is as follows:
$1657.40 Hotel
$1126.70 Airfare
$ 322.50 Rainforest AV tour
$3106.60 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:
8/14 3:41pm we received an email from the client stating that she needed to make a correction to her last name. We replied to the client that to make a name change a fee would be accessed. No changes made.
9/7 6:54pm the client calls us due to Hurricane Irma and Jose. Agent advises that no current waivers are in place for the resort or airlines and change/cancellation fees would apply. No changes made.
9/21 9:43am client called to verify credit card information and options to cancel due to hurricane damage. Advised that if she cannot travel to Puerto Rico we would contact her with options to rebook destination, change travel dates or cancel and be issued a Future Credit. She then requested a refund. Advised per our terms we are a nonrefundable company.
9/26 4:17pm client called in to see what options were due to the hurricane damage. Informed her that we are waiving our fees and the resort as well when making changes or cancellations. The airlines have not informed us yet of their policy. If she wanted to make the change today there would be a $200 per person airline change fee. She asked about cancelling an was given the breakdown of the credit that she would issue should she decide to cancel.
9/27 11:46pam client called and looking to change destination; will call back in a week or so
10/17 5:06pm client called to book a different destination because the resort will not be open until November. The client was advised per *** policy that changes fees would be imposed for a change in destinations. She feels she should not pay these fees and will be contacting . She advised the agent that she may change directly with the *** and the resort with us.
10/17 5:33pm client called back to book a different destination and makes a change to *** The agent advises the client that the airlines have waived their fees in this case for a change in destination. The client agrees on making the change and pays the slight increase of $32.60 to do so. The client still needs to make a name change. She was advised that we would first need to exchange the airlines tickets then 24-48 later she could make the name correction at a cost of $25.00.
10/25 2:26pm the client called to make the name correction and charged $25.00, read terms and conditions, which she agreed to. Revised travel documents were sent to client.
We are sorry if the client felt we were not assisting her in our best capacity with the information to which was being provided to her. There was no intent to mislead the client in anyway. As you can imagine there were many resort and airline policy changes that were occurring over a course of several weeks (and also hour by hour) during this hurricane season.
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 compensation is being offered at this time.
Terms and Conditions attached
On June 16th, 2017, I had booked a vacation for my partner and I for our anniversary. The trip was supposed to be from September 18th to the 22nd. I booked the vacation far in advance, so I had no idea what was to come. Of course, this year the Caribbean region was hit multiple times with hurricanes, which I understand that no one can control, however my trip to Punta Cana, Dominican Republic was right after Hurricane Irma, and Hurricane Jose, and fell two days after Hurricane Maria formed. Once the hurricane was announced to hit Punta Cana, of course I did what any traveler would do and tried to postpone my vacation. I did not ask for any money, I did not ask for any reimbursement, just to change the dates of my vacation. It did not matter when I would be able to go, if it was 2 months later or 2 weeks later, I just did not want to go in the middle of a hurricane. I contacted CheapCaribbean because I had insurance for my trip, however each time I called, they would tell me that it was too soon to do anything, and that I needed to call back right before my trip. I contacted Cheap Caribbean again a few days before in which they said it still was not clear if Punta Cana was going to get hit with the hurricane and that the Resort, *** was operating as normal, everything was open, and all excursions were still on. As the hurricane started to strengthen, I called again the day before my vacation in which they called me back 2 hours later, at 12am meanwhile my flight was for 8am. They told me if I cancelled I had to pay $500 as a penalty which talks you out of cancelling. I went on the vacation, the hurricane hit, I had only 1 day to enjoy the vacation, it was raining everyday nonstop, the restaurants were all closed, all the excursions were cancelled, we had a curfew of 7pm which we had to be in the room by, we could not even enjoy the vacation. ***, Cheap Caribbean and *** did not assist to resolve the issue at all. After the trip, all CheapCaribbean said was we cannot help you.
After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online 6/16/17The client purchased round trip airfare from JFK to PUJ, 3-night stay at the ***The client purchased this vacation for 2 passengers to travel 9/18/17 thru 9/22/17 at a total cost of $2059.08A trip cost breakdown is as follows:$981.10 Hotel $886.32 Airfare$191.66 Transfers & Insurance $2059.08 Total Package During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging. Our Terms specifically state: This vacation is nonrefundable and nontransferableChanges or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time Services are provided "as is" without warranty of any kindCheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability Charge Now: $USDCharge on XX/XX/XX: $USD Total Price: $USD Total Price: $USD Balance $ I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions In review: 9/7 client called concerned about resort and travel due to hurricanes, we let her know we have an updated information from the hotel, they are fully operational and accepting arrivals. She asked about extending her vacation and refunds due to lower rates she is now seeing. We let her know we would be able to extend, explained we would need to look at air/hotel availability, air change fees are $200 pp plus any additional fare increase, if the flights were less she would still pay the change fee but no fare diff would be applied plus any additional hotel nights. Refunds are not available as she purchased a non refundable vacation and outside of 24 hours we cannot adjust the pricing. No changes were made.9/13 client called in for quote adding 2 additional nights check out 09/24, No changes made.9/17 client called twice this day: reviewing options to change the reservation due to Tropical Storm Maria. Advised they could file claim as one option. Advised waivers were in place with Jet Blue for the flights but resort will charge penalty currently as its not under hurricane warning. Or #2: cancel per our terms and conditions and we would issue them a Future Credit. No changes made. They advised they will be traveling tomorrow.10/8 the client contacted us post travel to express their concern. Again, we advised that we did provide option to change, file a claim or cancel and be issued a Future Credit. The options were left up to the client to decide as to what course of action they wished to take. Once again, we reiterate our sincere apologizes for any difficulties they may have encountered during this hurricane season. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
No further compensation is being offered at this time.
*terms and conditions attached
Trip to Jamaica.Thee transport from airport to hotel,as well as, hotel back to airport was chaos.I almost missed my flight.There was no confirmation what transport was.And when I set up for travel to return.For some reason it got screwed up.Not thee most inviting experience at all.This was not a 5 star;Heck not even and 4 star hotel.I guess cheap Caribbean didn’t want a not so pleasant review. Because for days and up to this current time.It would not allow me to submit a review.Usually I have Great Experience with cheap Caribbean.But not this time.
I want to say that this is the first time with cheap carribean. They did a poor job. It took me three days to get the vacation days I lost because the flight delays. I had to call them three times for them to approve the days that I had payed for and that shifted due to flight delays. They approved the third time after many hours of phonecall and instead of sending me the approval to the hotel I was in mexico they send it to their sister hotel in miami. What a terrible way to handle this. I then had to deal myself with the flight and travel arraingments. I am super upset and this was suppose to be my vacation. Sincerely Mileda. Not sure now that my experience is ruined would I use cheapoair again.
They can't send us on trip we purchased due to devastation in Puerto Rico. Both airline and hotel offered to refund money. But cheapcaribbean.com will not refund our money.
Hello, I recently had a group trip planned for Puerto Rico through cheapcaribbean.com but unfortunately due to the area recently suffering serious damage by two consecutive hurricanes which left the island unable to accommodate guests at this time, my booking was cancelled by the hotel themselves. I had booked the flight and hotel through CheapCaribbean.com and got in contact with them days before the most recent hurricane (Maria) hit the island and asked about being refunded my deposit as it was clear that area would not be able to be visited any longer at that time.
A few days passed and finally the company emails and calls me letting me know the reservation had been cancelled due to damages sustained by the island and that travel credit will be given to those affected. Here lies the problem... This was an unfortunate event which was out of everyone's control and yet the company refuses to refund me SOLEY on the grounds that it's their policy not to give refunds. When I called and spoke with a representative, he stated only $127 will be held as future travel credit with them and that I would have to contact the airline for the refund of $724 for the airfare directly.
Upon speaking to the airline (***), they agreed to fully refund me free of any fees or penalties but then stated the refund would be going to the *** used to book the trip. However, I booked my entire trip using my ***. Unfortunately, the airline stated they had to refund to the purchase card used to purchase the tickets which now leaves $881 of my money in travel credit with a company I have no need or use for, nor do I want to given the way they are handling this situation. I have my money sitting in the account of a "nonrefundable" company even though I was told by a representative that I would have to call the airline and be refunded by them directly, but, the company was smart enough or should I see sneaky enough to know to book using their means of purchasing so that in the case there was a refund, I, the customer would still not see that refund. I'm currently disputing this with *** as it is an unfair business practice and would like the Revdex.com to look into this business as I have come to find many complaints online about this company and know that there are others like me in this same situation of unfair business practice.
Airlines are being understanding enough to issue full refunds without penalty to it’s customers but this company is doing everything it can to keep the funds being refunded.
After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on 8/7/14
The client purchased round trip airfare from FLL to SJU, 3-night stay at the ***
The client purchased this vacation for four (4) passengers to travel 10/20/17 thru 10/23/17 at a total cost of $2028.78.
Travel Insurance was offered at the time of booking, the client declined the insurance option.
A trip cost breakdown is as follows:
$1275.06 Hotel
$724.72 Airfare
$ 29.00 Deposit Fee
$2028.78Total Package
$ -881.23 Client Deposit at the time of booking
$1147.55 balance due 21 days prior to travel
During the online booking process, the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging.
Our Terms specifically state:
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:
9/20 the client called to see how the hurricane may affect their travels. As the storm had not passed through we were unable to predict the outcome. We advised that if they preemptively cancels their trip they would be assessed full penalties by the airline, resort, and CC and be issued a credit for future travel and that it would be in their best interest to wait at this point.
9/25 the client sent us the following email request:
From: client
Sent: Monday, September 25, 2017 1:05 PM
To: CheapCaribbean Reservations
Subject: Re: In Regards to *** to Puerto Rico
I would like a refund of my deposit, not a future travel credit. I will not be needing a future travel credit as I plan to make other arrangements for future travels. Thank you.
From: CheapCaribbean Reservations
Sent: Monday, September 25, 2017 1:49 PM
To: client
Subject: RE: In Regards to 32048674 to Puerto Rico
Hello,
CheapCaribbean is a non-refundable company. If you would like to cancel your reservation we will only be able to offer you a future travel voucher. You may also make a change to your destination as well if you prefer that. Please contact us at *** to proceed. Thank you
And also this email:
Hello-
We are reaching out to you with critical information regarding your reservation. There was extensive damage to the destination you booked for your upcoming vacation. Unfortunately, the hotel you have reserved is closed for repairs and will be unable to accommodate guests. Airlines have released relaxed rescheduling policies, but the current policies in place may not cover a change in destination or a cancellation without fees. We welcome you to cancel your reservation for a Future Travel Credit under the current airline waivers. A credit will be issued less airline cancellation fees if applicable. We are monitoring flight cancellations, and will adjust your credit amount should the fee be waived by the airline in the future.*If you opt for cancellation for a Future Travel Credit, please respond to this email verifying the last 4 digits of your credit card. We will process your cancellation and issue a Future Credit Voucher, which will be sent to you via email for your records.*If you purchased trip insurance and want to pursue filing a claim for reimbursement, please refer to your documents for contact information. If you choose to file a claim, please email us to advise you are cancelling, as this is a requirement of filing.We have designated senior customer service agents to assist you. Please feel free to reach out to the below contacts via phone or email. We appreciate your patience while we are working to assist all our impacted customers. If you have already contacted us and made arrangements for your reservation, please disregard this notice.
9/25 received a call from the client, request to cancel. Was advised that they hold a land credit if with CheapCaribbean.com of $125.51. Client advised they would call the airlines directly to handle the flights.
Email cancellation was sent to the client with the offer of a CheapCaribbean.com Future Credit per our terms and conditions (see attached) agreed to at the time of booking
9/27 the client calls to say that the airlines offered a full air refund. It was explained that per the terms and conditions we are nonrefundable. All credits offered would be issued to clients in a Future Credit
10/13 we received confirmation from the airlines of the offer of $724.72, adjusted the clients Future Credit to reflect the amount of $852.23 (see attached) Expires one year from booking date.
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.
I am rejecting this response because: Upon speaking to a representative for the first time after having received the emailregarding cancellation due to extensive damages to the hotel, the representative stated there would be a fee/travel credit available to me of $127 +\- and that I would have to contact the airlines directly and Handel the refund of my airfare directly with them which may or may not include fees or penalties. Upon speaking with the airline, they offered a full refund with no fees or penalties. When the airline proceeded to issue me my refund, they stated that my tickets were purchased using a ***, not the *** which I made my trip purchase with. This then made it impossible for me to get the refund but in fact made it so that the CheapCarribbean would receive the full refund for my airfare and given that they are a “no refundable company”, left me with $850+ in future travel credit. The company used their business card which of course allowed them to get the refund that was rightfully due to me. When asked why they used their card rather than mine, a second rep stated “It is for our client’s protection”. I am rightfully due my refund of the airfare which should have been made using MY means of purchase not the company’s.
Regards
We booked to travel to the Dominican Republic through cheapcaribbean.com. We were involved in a hurricane (maria) so the resort moved us from Punta Cana to Santo Domingo. We paid for Hotel, Airline, and transport from resort and airport. We were never notified of what the contingency plan was for our transport back to the airport from cheap Caribbean. We called and no resolution was made until the midnight of the day of travel. We were notified that we needed to pay extra to cover for our transport back to the airport. Keep in mind I am traveling with my wife, a 3 and a 1-year-old. We had already made arrangements to get to the airport through another party.
After review of the case, the following actions were taken by CheapCaribbean.com:
The client booked a vacation with a CheapCaribbean.com representative on March 29, 2017
The client purchased round trip airfare from EWR to CUN for 4 night’s stay *** Hotels & Resorts Punta Cana and Round-Trip Airport Transfers.
The client purchased this vacation for 4 passengers to travel 19/18/17 – 9/22/17 at a total cost of $3737.98
Package cost breakdowns is as follows:
$1695.67 - Hotel
$1649.54 - Airfare
$ 105.00 - Transfers
$258.77– Insurance
$3737.98 Total Package
During the online booking process, the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged.
“By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased ***’s standard travel insurance as part of this package, which includes hurricane and weather protection. This policy is nonrefundable after 10 days. You will receive a separate email from *** Assistance containing your policy confirmation and certificate of coverage within 1-2 business days which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. It is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Please note that it is also your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking.
In review of the reservation:
On 9/21 we were advised that our clients were evacuated from their current resort to the *** Santa Domingo due to the path of the approaching hurricane.
As the client and their friends (on another reservation) were set to depart home the following day (from a new location) they now needed transfers to the Punta Cana Airport. After speaking to the clients, we contacted *** to confirm if all eight (8) passengers could receive transfers from their new location. *** replied that they could accommodate their request at a cost of $230.00 ($28.75 per person) for all 8 passengers.
After receiving confirmation from *** CheapCaribbean.com then sent the following email to the clients on 9/21:
From: CheapCaribbean Reservations
Sent: Thursday, September 21, 2017 11:14 PM
To: Client
Subject: Price For Return Transfer to SDQ *** & ***
Good Evening,
*** has confirmed that they can schedule a transfer back to Santo Domingo the additional cost is $230 total for all 8 passengers. Please let us know if you would like us to confirm this transfer for you and if so which card we should charge.
Thank you!
Senior Reservation Services Agent
Since we did not hear back from the clients after sending this email, we assumed they made reservation on their own for their return to the airport.
The client called us upon their return: in review the client did purpose insurance and advised to contact *** for possible coverage of their out of pocket expenses. Per *** the clients have not contacted them or filed a claimed.
Once again, we reiterate our sincere apologizes for any inconveniences they may have encountered during this hurricane season. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
All services are rendered in full.
No further refunds or credits are offered at this time.
I purchased an all inclusive package from cheap carribean in which cheap carribean provided me with a specific airline and resort. On 9/8/17 while on vacation at the resort I was notified directly by the provided airline that my return flights had been canceled due to the travel advisory of the recent hurricane. I was told by the airline that due to inclement weather I had the exception to modify my reservation or receive a full refund for my return flights without any penalties. I chose to receive a full refund in the amount of $497.20 in which they stated it would be returned back to my bank account in 7-10 business days. I then contacted cheap carribean after 10 business days to inquire about my refund in which they stated I can only receive a travel credit. NO ONE disclosed to me that accepting a refund from the airline was not going to be honored by cheap carribean. I was misled into believing that this exception was still all apart of my vacation package handled by cheap carribean. I should not be held accountable for the inconsistency between the airline and cheap carribean. This is an error between the airline and cheap carribean and due to the inconsistencies of their partnership I was deceived. I deserve the refund promised to me.
This case has been resolved and notified of the refund offer:
October 6, 2017
Re: Booking # ***
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 and we are very sorry to hear of your disappointment with *** Airlines. It is unfortunate when situations and circumstances beyond our control occur amongst the various airline carriers that we offer on our website.
CheapCaribbean.com will be issuing a refund of $497.20, as that is equal to the refund amount in which we received from *** Airlines regarding your reservation. Please be advised that it can take up to 7-10 business days for the refund to show on your credit card, depending upon your financial institution.
While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience.
Thank you again for choosing CheapCaribbean.com!
Once again, we reiterate our sincere apologizes for any 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.
Regards
I purchased a vacation package with Cheap Caribbean. Unfortunately Hurricane Irma hit and destroyed the island (St Maarten) 95% destroyed. When I requested to cancel, they stated I would not get a refund, only a credit to be used within 1 year and they would deduct $200 per person penalty for cancellation. I had informed them that the island was destroyed, they evacuated all tourists currently there, and are not allowing any tourists in now. Several major airlines announced they will be cancelling all flight into SXM airport until April 2018 and they would refund all customers, no penaltie,. the hotel I was to stay at, announced they are closed indefinitely and would refund all customers, no penalties The island itself states it might be years before it returns to normal operations. However Cheap Caribbean is claiming the hotels and airlines are the ones imposing the fees, when I verified with the airline (*** that is not accurate, in fact the airline even gave me the contact info that the travel agency is to contact in order to waive an fees that might come up. They are using a hurricane to increase their profit by charging these insane fees, when the airlines won't even fly you there...
In review:
Per the terms and conditions agreed to at the time of booking the client was sent a full CheapCaribbean.com Future Credit at the time of cancellation: expiration date on year from booking. No penalties or fees were applied.
The client made a deposit booking and the full amount of what the client was charged was issued as a CheapCaribbean.com Future Credit.
In this case we see that the client denied insurance coverage options. At this time no refunds can be offered by CheapCaribbean.com as we are a non refundable company.
Terms and Conditions: Attached.
Future Credit: Attached
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered during this natural disaster across the Caribbean. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
I am rejecting this response because: The basis of my complaint was not the penalty, it was the entire concept of not refunding my monies. An act of God occurred , and thus destroyed this island. The island is 95% destroyed , the hotels are gone, the airport is not accepting tourists, they have no electricity nor running water. ALL Airlines have agreed to REFUND monies in full, ALL Hotels have agreed to refund monies in full, no one is doing credits, they are all refunding monies, since they are aware tourists won't be able to come back to this island anytime soon. Cheap Caribbean is offering a credit good from 1 year from DATE OF PURCHASE, this means I only have to August of 2018 to use, this island will not be ready by somber, they are feeling tourists maybe 2019. Credit won't do me any good, I am not understanding why Cheap Caribbean won't give monies back since all airlines and hotels agree to, thus they would not be out any money. Why are they being allowed to keep my money, I cant use a credit, the island is destroyed, that is why ALL Airlines and Hotels, Resorts, Villas, and Timeshares on that island are REFUNDING monies, they can't offer credit because they have no idea when island will accept tourists again. I want my $2090.99 security deposit back.
Regards
Our position remains the same at this time.
I booked a trip to Antigua for 9/17/17. I called on 9/12/17 to request to reschedule the trip due to Hurricane Irma. I was told that a $200 per ticket fee would apply because that was *** policy. I told them that my brother had booked the same trip through *** and was allowed to reschedule without any penalties. They told me that I should call *** myself. I called *** and was told that Cheap Caribbean had the ability to transfer the tickets back to them so I wouldn't be charged. I called CC again and was told that they never heard about this. However, after speaking to a supervisor they were told that it was okay to do. Thankfully, *** gave me a credit for my full flight amount.
I asked CC to reschedule the hotel portion and was told that the hotel's policy was to charge me 3 nights even though my trip was for 4 nights. I asked them if they could contact the hotel and explain the situation. Furthermore, the hotel had rescheduled my brother's trip with no problems. I was told by CC that they do not do that. After speaking to a supervisor, the agent said that as a courtesy they would reach out to the hotel but that this was very unusual for them to do. I called back the following day and was told that the hotel declined my request. I called the hotel myself and was told that they could and would allow me to reschedule my reservation for October. They looked up the email from CC and told me that they had told CC it would be okay. CC declined to share this email with me stating that it was confidential. The hotel send me an email confirming that I could change my reservations and saying they had sent a separate email to CC. I called on 9/15/17 and was told that they did not have an email from the hotel. I sent them a copy of the email the hotel sent me. This was still not proof enough for them to allow me to reschedule. On 9/15/17 I spent over 5 hours on the phone on hold waiting to speak with an agent. Both times I was told conflicting stories and my issue was not resolved. I also spent more than 3 hours each day Sept 12-14 calling them to resolve this issue. I was hung up on twice by "Dee" on 9/13/17 and again by "Desiree" on 9/15/17. As of right now, they still want to charge me a penalty of 3 nights to cancel and IF they can confirm with the hotel then they will credit me the full amount. I told them this was unacceptable since the hotel confirmed with me and had sent them an email as well. At this point I would like a full refund as I am not interested in using this company for any future travels.
Booked on April 27, 2017
Passengers: 2
Travel Dates: 9/17 – 9/21
Resort: *** – Antigua
Airlines: ***
Total Package: $1551.54
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/XXXX:
$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:
9/13 due to Hurricane Irma the client called (who was not the card holder) requesting to change dates and interested in traveling in October. We then emailed the resort with the request to change the dates at the same rate.
9/14 the client called at which time we advised that the resort had replied that penalties would apply due to any cancellation or change in reservation. No changes made.
9/15 client called stating she has an email from the resort to change dates without penalties. Advised the client to email us the resorts offer received.
9/15 the client called again stating that she sent the email. We checked our emails and it had not been received. We advised the client that for now we could cancel or change the reservation with fees. If the resort confirms the offer we can update the reservation to reflect. To further this process the agent emailed the resort again for a confirmation of offer to clients.
9/18 the resort replied that they would confirm the change without penalties. The following email was then sent to the client:
From: CheapCaribbean
Sent: Monday, September 18, 2017 9:14 AM
To: client
Subject: RE: Change of Booking Date ***
Good morning! I did want to call too early. The resort has cancelled the reservation due to no show yesterday. We have reminded them of their authorization to allow you to change your dates according to option 2 in their Storm Policy. This allows a date change within 30 days. Please reply with your preferred dates in October and we will send the request.
We require that the credit card holder authorize any changes as they paid for the trip. This is the only means of verification. In order to complete any changes with or without charges we must have authorization from credit card holder to make changes. Thank you for your patience as we are experience extremely high call volume due to recent and current weather events.
Sincerely,
9/22 since we did not hear from the client we sent another email and left them a voice message:
From: CheapCaribbean
Sent: Friday, September 22, 2017 5:49 PM
To: client
Subject: Re: Change of Booking Date ***
Good afternoon! I tried to call you on the following phone number, *** but was not able to leave a message. The resort is requesting your travel dates in October to rebook your stay. Please let us know so that we may have this confirmed for you. *** has control of your ticket so you will need to book your flights directly with the airline. You may call or reply to this email. Have a nice weekend.
9/26 another attempt was made to connect with client – to date the client has not contacted us:
From: CheapCaribbean Reservations
Sent: Tuesday, September 26, 2017 12:57 PM
To: *** Subject: URGENT Change of Booking Date ***
Good afternoon,
We have tried to contact you regarding your reservation but we are unable to leave a voicemail. Please contact us at *** to go over new date options. Thank you and have a great day!
At this time, we encourage the client to contact as soon as possible, to avoid any further penalties outside of the 30 days and to ensure availability.
If a cancellation is requested, a CheapCaribbean Future Credit will be issued per the terms and conditions (see attached) agreed to at the time of booking less any cancellation fees imposed by the resort and CheapCribbean.com. No refund are offered at this time per the terms and conditions of CheapCaribbean.com.
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.
My husband and I are having a difficult time with getting our insurance policy corrected through Cheap Caribbean. This is our first time booking a vacation through this company and we are beyond frustrated with the lack of professionalism which has been shown thus far. Our 1 year anniversary trip was scheduled for 9/8/17 to 9/17/17 in Jamaica. We purchased our travel insurance through this company as well in order to make sure we have a smooth trip. The travel insurance is processed through their affiliate by the name of ***.
Unfortunately, we discovered the original dates on the travel insurance were incorrect. It indicated we were only covered from 9/8/17-9/11/17. I contacted Cheap Caribbean and was told they would send an email notification to *** with the corrections. We received the next update on 9/6/17. The new travel documents were still incorrect. This time the travel insurance dates were showing as 9/11/17-9/15/17. We contacted Cheap Caribbean a minimum of 12 times up until the moment we were literally boarding our flight at which time they assured us that they submitted the insurance modifications and that our trip would be fully covered should anything go wrong.
Unfortunately, we travelled from Atlanta and made it as far a Cuba only to have to make a U-turn in the air and travel back to Atlanta. Not only were we having to deal with the effects of Hurricane Irma, the radar system in Jamaica was struck by lightening and all flights into the country were suspended. Our flight was eventually cancelled. We've tried to contact both *** and Cheap Caribbean in order to attempt to get a refund for our trip. We were told originally by a female representative for *** that unless we met one of two requirements, then the most we could expect to get reimbursed is 75% of our purchase. I contacted the hotel directly, whom stated that the trip was not refundable as the cancellation would have been within 14 days of arrival unless we go through Cheap Caribbean. We attempted to call Cheap Caribbean another 13 or so times since the flight was re-routed back to Atlanta. One of their representatives stated that unless they were able to get a response from the hotel in order to waive the cancellation fees, then we would still lose at least $400 due to the type of contract they have with the hotel since the cancellation is within a 3 day period prior to arrival at the hotel. Once Cheap Caribbean processes the cancellation, then we would have to go through *** for reimbursement for the trip. However, they stated we should have the email with the travel date changes no later than Monday afternoon on 9/11/17.
I called *** and spoke with David whom was very understanding of our dilemma. He wants to assist since our cancellation would qualify for 100% reimbursement due to travel cancellation based on a natural disaster as no alternate flights are being made to the area due to the hurricane. However, since the dates in the system are still registered as the 11th through the 15th, he cannot process anything else on his end. We emailed the sales support of *** at this point. As of 7:20 pm today, I have not been sent an email with the changes. We tried one last time to contact Cheap Caribbean again. We spoke with a gentleman whom stated he could not help us and placed us on hold as he transferred the call to a senior representative. I am writing this complaint now after being on hold for over 35 minutes without anyone coming to the phone.
We are running out of options and feel we shouldn't lose over $2000 when we purchased travel insurance as none of these circumstances are in our control.
After review of the case, the following actions were taken by CheapCaribbean.com:
The client booked a vacation with a CheapCaribbean.com representative on July 5, 2017
The client purchased round trip airfare from ATL to KIN for 9 night’s stay *** Resort & Spa and Round-Trip Airport Transfers.
The client purchased this vacation for 2 passengers: Hotel stay 9/11 – 9/14 and Extended Air 9/8 – 9/17 at a total cost of $2018.70
Package breakdowns is as follows:
$832.20 - Hotel
$1007.16 - Airfare
$179.34– Insurance
$2018.70 Total Package
During the online booking process the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged.
“By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased ***’s standard travel insurance as part of this package, which includes hurricane and weather protection. This policy is nonrefundable after 10 days. You will receive a separate email from *** Global Assistance containing your policy confirmation and certificate of coverage within 1-2 business days which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. It is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Please note that it is also your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking.
In review of the reservation:
7/19 the client called to extend another day at the resort for hotel stay 9/11 – 9/15. The change was made in our system and client was charged $158.70. Revised travels documents were sent to client
8/31 the client calls and advised that the dates are incorrect on her insurance policy. The client was advise that the correction was sent to ***
9/6 the client again contacted us with concern that the insurance policy travel dates were incorrect – we advised that with the holiday on Monday and the Hurricane they may be a bit behind correct the information
9/8 client are traveling and contacted is to ensure that their policy records and they are covered to travel. We again reached out to *** with a request to send them a revised policy
9/9 client contacted us to advise that her flight had to return Atlanta after airborne due to lightning strike at the airport in Montego Bay. She advised also that she is contacting the insurance company for coverage and filing a claim.
In regard to the insurance: we have contacted *** and have confirmed that the dates have been corrected in their system. It appeared that the error stemmed from the dates of the hotel and extended air being difference.
For further assistance in filing a claim the client may contact *** Global Assistance: --- Client Policy # ***
Once again, we reiterate our sincere apologizes for any inconveniences they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
*Terms and Conditions attached
Revise Travel Documents attached
With this being my 1st time booking through cheapcaribbean I am very dissatisfied with them. I can not believe that through this catastropic experience that people are experiencing they can be so heartless. I had a booking with them for St.Maarten and due to Hurrican Irma the hotel itself canceled all 2017 bookings because they experience severe damages. So due to the hotel canceling I should not be held accountable and should be refunded all my money. As I explained that to the customer service rep he had the nerve to get nasty and say well would you still like to travel there? Customer service is everything and making customers concerns a priority is suppose to be the motto. If you're going to give a partial refund for flights why not refuns the whole amount. Normally customers receive a credit for flight and the hotel gets refunded. I would not book with them so I should not be subjected to receive a credit especially a credit that has an expiration date. I have family over in St.Maarten and Antigua who is going to need every dollar and cent they can receive to get back on their back and thats what I rather do with my refunded money versus rebook a trip through this company.
After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on 7/13/17
The client purchased round trip airfare from LGA to SXM , 4 night stay at the ***
The client purchased this vacation for 2 passengers to travel 9/21/17 thru 9/25/17 at a total cost of $2677.22. Client opted out of purchasing travel insurance.
A trip cost breakdown is as follows:
$1889.28 Hotel
$758.94 Airfare
$29.00 Deposit Fee
$2677.22 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/XXXX:
$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:
9/7/17
Client called as the resort she was travelling to was closed due to damage the resort suffered from the recent hurricane.
The client decided to cancel her reservation. Per the terms and conditions of the company, agreed to at the time of booking. A CheapCaribbean.com Future Credit was issued less airline (per airlines contract = $200 pp) cancellation penalties with an expiration date set from one year of booking. Credit issued: 2248.22
9/16/17
Client called and rebooked her vacation to the *** Resort in Los Cabo, Traveling 9/21/17 – 9/25/17. Her CheapCaribbean.com Future Credit was applied to this new package.
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
No further credit or compensation is being offered per the terms of the agreement at the time of booking.
*Terms and Conditions Attached.
I booked with Cheap Caribbean.com ***URGENT*** Resort Unable to Accept Reservations Booking #***
I got this message yesterday:
Hi Beach Lover!
We are trying to reach you regarding your upcoming reservation. As a result Hurricane Irma, the *** Resort & Spa has advised they will unable be to accept arriving reservations. At this point, due to limited availability elsewhere, cancellation may be the best option.
We are standing by to assist you, please call Melissa at ext *** until 11:30pm Est. If you are unable to reach her, please call in immediately to , following the prompts for ‘In destination/En route to travel.’ We look forward to assisting you and appreciate your patience.
I called to try to figure out what our next moves are. I actually asked if we can reschedule for Monday or Tuesday because I actually brought insurance. I was told the resort will not be taking any emails until Sept 9th, or rebooking until then. But I called the resort because I use to work for ***, they send they didn't send any type of email like that. As far as they are concerned, the resort is still open until the storm hits. So I am keeping my reservation until we actually figure out whats going on. But I wanted to switch my booking to 9/11 or 9/12 of next week and with the insurance I purchased, I should be able to do so with NO fees. The agent I spoke to wanted me to just cancel my reservation without even rebooking. Our family needs to rebook and this company needs to make this happen
In review:
Due to the closing of the resort (and possible inconvenience caused) we were informing the client of the situation and option to cancel and rebook at will.
Per the booking the client was willing to travel as booked (after speaking to the resort directly) and requested that the booking not be cancelled.
We honored her request and the vacation package as booked.
As of 9/8 the client travel as planned on package purchased.
Service have been rendered and provided as booked.
I booked a trip to Cancun through CC and was told by the booking agent that I would have 22 restaraunts available to me with the extra package I purchased (grand plus). I arrived at the resort to find out that there were only 16 restaraunts available to me(some were closed for renovations). After seeing that the upgrade I paid for had nothing to do with the restaraunts available to me I called cheap Caribbean to explain the issue. The representative insisted that I had access to 20 restaurants. After hours of speaking on the phone and to hotel representatives I finally was about to get a resort manager to speak with a cheap carribbean call center manager to let them know that the information that gave me was incorrect. After their conversation I was told by the CC manager that she had to review the call to see what I was told and she would call me back with a resolution. She said it would take 48 hours and I insisted that this wasn’t acceptable because I was only on a 5 day vacation. The manager of CC called back at 10pm the first night I was there to explain that she reviewed the call and that she would reimburse me for 4 days out of 5 for the upgraded food package because the day was already over. I voiced my concern that I should be refunded for the full 5 days because it wasn’t my fault that they took so long to resolve the issue. I was only refunded 4 days which leaves a refund of $58 I’m still owed.
In review and at our requested we asked the client to submit a receipt to cover the cost of the upgrade for the nights of the upgrade. In this case the client purchased the upgrade for 4 nights only. The client then sent us a picture of the reciept (see attached) of the out of pocket expense in the amount of $232.27
The client was refunded the amount on 8/14/17 to the credit card on file.
We apologies for any of the 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.
I recently booked a trip to *** Cancun. It was for the top of the line room depicted in pictures on cc and the grand oasis website. Upon arrival I went into the exclusive part. There were fruit flies all over the food. The pool outside the *** section was closed. the outside bar part for the *** part was closed and I was given a room smaller and looked nothing like the pictures. The air conditioning barely worked. I complained for three days until finally getting another room. It was not the room in the pictures either. Once they came and did the turn down service we discovered blood or feces on the sheets. They were never changed. I have pictures. Pictures are with bed made with roses on it. I never ever got what I paid for. I called Cheap Carribean and told them of the issues and my dissatisfaction with the resort. They told me they would handle it and be right back. Before I left I had them resend my docs to an email I could check on vacation. I also told the lady I could not be reached at my work email because I would no longer be at work. They never contacted me again. Just left me hung out at a vacation not getting what I paid for in the slightest. I was informed it was the experience I was paying for by the resort. What experience? The exclusive pool that was closed? The exclusive bar that was closed? The fact that I had to go physically get my luggage once I got there and When they changed my room because hours later it still wasn't in there. Was it the fact that the resort tried to charge 100 dollars to me for falling down some slick steps? I am still injured from that fall. I hurt daily from the fall. Upon contacting Cheap Caribbean when I got back they basically informed me there was nothing they could do. They booked me on a trip based on top notch activities and service. I was getting neither. It was totally false advertisement and extremely poor customer service. Left me hanging on a trip out of country. Then when I got back offered me nothing in return. Not even an "I am Sorry."
After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on 8/8/17
The client purchased round trip airfare from ATL to CUN for 4-night stay at the ***
The client purchased this vacation for 2 passengers to travel 8/18/17 thru 8/23/17 at a total cost of $2241.06
A trip cost breakdown is as follows:
$1427.84 Hotel ($178.48 per person per night)
$813.22 Airfare
$56.00Transfers & Excursions
($-200.00) - Promo Discount
$2297.06Total 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:
Per review:
8/18 client contacted in destination disappointed with size. We contact the resort and ask if a larger room could be offered depending on availability.
On 8/21 the following email was sent to the client:
Good afternoon!
We have been informed that the resort has changed your room. Is there anything that we can assist you with? You may reply to this email or reach out to the local *** Representative and they can get in touch with us.
Have a great day!
8/24 Upon return the client called to say they were not happy with their vacation experience
8/24 the client sent to us his full complaints and a reply was sent to the client advising we would have the resort look into his concerns.
9/8 We received the following reply from the resort:
Our records indicate that the clients were accommodated according to their reservations, *** room #***, with a *** instead of a plunge pool. The guests registered that they were not happy and on the 20th we were able to move them to another room in the same category, but larger and with a private pool. The clients also registered losing one of the bracelets. It is our company policy to charge for lost bracelets. However, as a gesture of goodwill we gave the client a new bracelet without charge. Please note that when Cheap Caribbean notified us that the clients were not happy with their room we changed them to the bigger room as soon as it was possible. The clients were registered that the A/C was not cooling enough and that they had problems with the W/C and both were taken care of immediately. We also show that the clients dined at the *** on 8/21 and *** on 8/22. We are very sorry the hotel did not meet their expectations. We are naturally saddened that their overall experience of our property left them disappointed and therefore wish to extend our apologies for any inconveniences encountered during their stay. It is our desire to make everyone happy. We regret to inform you that we are unable to offer compensation in this case. Do not hesitate to conta
9/8 In receipt of the resort reply we sent the client the following reply:
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 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!
Please see the attached Terms and Conditions that where agreed to by the client at the time of booking the Travel Vouchers
All remaining services that the client purchased were renders in full per the Terms and Conditions that the client clicked and agreed to during the online booking process.
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
No credit or compensation is being offered at this time.
I booked with CheapCaribbean on 10/5/16 a vacation to *** All-Inclusive Resort. Travel dates:3/10-3/19/17;Booking #***. The booked accommodations were to be Preferred Club Suite Swim Up Tropical View (Adults-Only section). Upon arrive to the resort we were checked into a swim-out tropical view room, however, it was not a suit and it was not “Adults-Only” section. I have print out documentation from the website stating the room which I booked, Preferred Club Suite Swim Up will be available only beginning 12/23/17. This was not on the website last October 2016 leading up to our vacation in March 2017. The documentation was only recently added in April 2017. I have been calling and emailing tirelessly to no avail without anyone giving me a straight answer or explanation why I was charged a higher rate for a non-existing room. I feel we were completely and purposefully taken advantage by CheapCaribbean. Another huge issue that I had was the fact that we were not placed into “Adults-Only” section and had children in and around our room. Although the manager at the hotel stated that all swim-out rooms were “Adult-Only” rooms, when I showed him pictures on my cell phone of kids in the swim-out pool and in the neighboring rooms; the manager quickly changed his story and told me they had to place the families there because the hotel was sold-out and they did not have enough “family friendly” rooms. I have disputed this with my credit card, and CheapCarribean admitted "...if a client approached the hotel requesting this room (Swim out Adult's Only) they would have to sign a waiver accepting liability. Then a family would be allowed to use these rooms"; however, *** stated they could not do anything because "dispute involves a quality of service". CheapCarribean misleads and falsify information in their promotional sales. They up-charge for non-existent rooms and falsely advertise that properties have "Adult-Only" sections in family resorts.
After review of the case, the following actions were taken by CheapCaribbean.com:
The client booked a vacation with a CheapCaribbean.com representative on 10/5/16
The client purchased round trip airfare from PHL to PUJ for 4 night’s stay ***
The client purchased this vacation for 2 passengers to travel 3/10/17 – 3/19/17 at a total cost of $1829.07
A trips a costs breakdowns is as follows:
$2,205.00 – Hotel ($245.00 per night)
$1,069.52 – Airfare ($534.76 per person)
$3,274.52 - Total
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.
During the booking process the CH was required to "Click and 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 stated:
If cancellation of this reservation is requested less than 24 hours from the time of purchase CheapCaribbean.com will offer you the option of a refund to the original form of payment or retaining a credit to be used towards a future purchase. After 24 hours, this vacation is nonrefundable and nontransferable. If requesting cancellation contact must be made with an Existing Reservation Agent less than 24 hours after finalizing the purchase. CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes Changes or cancellations made more than 24 hours after purchase will be charged a $50 per-person fee, a $200 per ticket, per airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations. If cancellation is requested more than 24 hours after purchase a Future Credit Vouchers will be issued less fees and will expire one (1) year from book date Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time Services are provided "as is" without warranty of any kind CheapCaribbean.com has no liability and will make no refund in the event of any delay, a cancellation more than 24 hours after purchase, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, 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 CheapCaribbean.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.
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, on file. This document contained all of 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 clients were uneasy before departure about the resort’s readiness during their travel dates. The client was advised that they are welcome to alter the reservation and as a customer services gesture we would waive the change fee. The clients chose to travel to the hotel despite their hesitation. The clients chose to leave the reservation and then didn’t contact us until after being at the resort for nine days and eight nights. The client sent an email on March 18th seeking assistance with their rooms. The clients were mistakenly under the impression that they would be in an adult’s only section of the hotel, however this is not what was purchased. The resort only allowed CheapCaribbean to sell this particular room category to adults. This was due to safety reasons. But the resort informed us that if a client approached the hotel requesting this room they would have to sign a waiver accepting liability. Then a family would be allowed to use these rooms. The clients were provided with the services exactly as purchased. Again ten days and nine nights the clients were at the all-inclusive property not only utilizing the room services but also all meals, snacks, alcoholic and non-alcoholic drinks, amenities, entertainment, activities, and services. And there was no dissatisfaction reported for eight nights.
As a customer service gesture the resort approved a one night refund for the clients and this was issued to the clients *** on June 21, 2017. Therefore the disputed amount of $3,274.52 is a violation of issuer regulations stating that Unjust Enrichment must not occur. The client only paid CheapCaribbean.com a total of $3,029.52.
The client is fully responsible for this charge. The client used all services in full as purchased and proof of satisfaction us being provided. The resort authorized a fair partial to the client.
Please see the attached documents including the trip summary, resort description, the Travel Voucher Receipt that was issued to the client at the time of purchase and the Terms and Conditions.
The client did disputed the charges with their credit card company. We have since been notified by the client’s credit card company that they accepted the charges and closed the dispute in our favor.
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.
I went to Mexico on August 24 , 2017 , on my arrival to mexico , I was confronted with not having a shuttle bus to take me to the hotel. I waited about for hours waiting on *** to find my name. My sister *** had call *** and confirm that I was on the list. As I waited for both *** to look for my name on the list. I was told by Maria that my name was on the list on August 23, 2017 but because I arrive a day late, my sister *** text me and let me know that my shuttle ride was taken care of. As I waited I ask one of the staff female to check for me and she did and she found the right *** but still they keep me for over an hour , one of the staff was trying to get information. I felt I was being scam by this company , they wanted me to take a taxi and pay them 67 dollars. After about two hours later I decidet to take a taxi , it took one hour to take me to the hotel and when I did get to the hotel they couldn't find my name. I was in distress, anguish , confuse and scare. I was scare because I was in a strange land and with strange people. When I started to cry , I told the taxi driver that I was going to call the police that is when they found my hotel . I believe that Cheap Caribbean is responisble for the experience I went through, I am asking for refund for the bad experience during my arrival it miss up my whole vacation. That during my leaving I couldn't sleep because I was afraid I would miss the shuttle bus and not get to the airport on time. I didn't enjoy my vacation as I was in destress and upset that I cry the whole day when I got there. My sister *** and other family try their best to comfort me. I would never wish this bad experience to anyone. It has taken my desire to travel the world. Cheap Caribbean refuse to refund me because they state that I or my sister should of inform them about the change. But according to my sister she inform the *** company that I was arriving one day late. My old sister *** able to get on a shuttle bus the same day.
After review of the case, the following actions were taken by CheapCaribbean.com:
The client booked a vacation with a CheapCaribbean.com representative on January March 16, 2017
The client purchased round trip airfare from JFK to CUN for 4 night’s stay at *** Beach Resort
The client purchased this vacation for 2 passenger to travel 8/23/17 – 8/28/17 at a total cost of $1857.20
A trips a costs breakdowns is as follows:
$742.80 - Hotel
$1022.40 - Airfare
$ 92.00 - Transfers
$1857.20 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.
During the booking process the CH was required to "Click and 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 stated:
If cancellation of this reservation is requested less than 24 hours from the time of purchase CheapCaribbean.com will offer you the option of a refund to the original form of payment or retaining a credit to be used towards a future purchase. After 24 hours, this vacation is nonrefundable and nontransferable. If requesting cancellation contact must be made with an Existing Reservation Agent less than 24 hours after finalizing the purchase. CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes Changes or cancellations made more than 24 hours after purchase will be charged a $50 per-person fee, a $200 per ticket, per airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations. If cancellation is requested more than 24 hours after purchase a Future Credit Vouchers will be issued less fees and will expire one (1) year from book date Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time Services are provided "as is" without warranty of any kind CheapCaribbean.com has no liability and will make no refund in the event of any delay, a cancellation more than 24 hours after purchase, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, 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 CheapCaribbean.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.
In review of the reservation:
In this case the client contacted us on 8/30/17 advising us that she had missed her flight , arrived a day later. She also requested a refund her for the missed night at the resort. The agent advised that we were no notified of her missed flight so we would have no way of advising the transfers company of her change in reservation. The client was also advised that since the resort held her reservation that they would not be offering a refund in this case.
The agent advised that she would contact the transfer company on her behalf to see if a refund could be considered.
On 8/31 the agent emailed the client the transfers company’s review and response:
From: Customer Care Cheap Caribbean
Sent: Thursday, August 31, 2017 9:47 AM
To: '***'
Subject: UNUSED TRANSFER REFUND REQUEST***BOOKING # ***
We would, first, like to thank you for your patience while we reviewed your reservation with ***. We are very sorry to hear that you did not receive the arrival airport transfers that were included in your vacation package. It is unfortunate when situations and circumstances beyond our control occur amongst the different vendors that we carry on our website and we regret any inconveniences that you may have experienced. Per the information that CheapCaribbean.com has received from ***, they are confirming that there was vehicle waiting for you at the airport at your scheduled arrival time of 12:30pm on August 23, 2017. *** is advising that they did not receive anything in writing advising of a schedule change so there was no way for them to change the reservation. Based on this information, *** is unable to issue any refunds for the arrival transfers as their vehicle was at the airport for your arrival on time and you were listed as a no-show.
CheapCaribbean.com truly appreciates you as our valued client and we hope that you will give us the opportunity to serve you again in the near future.
Thank you again for choosing CheapCaribbean.com! Warm Regards,
Once again, we reiterate our sincere apologizes for any inconveniences they may have encountered regarding the transfers. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
All services are rendered in full.
*Terms and Conditions attached.
I paid for an ocean view room in the *** Cancun. I did not receive the ocean view room I received a garden room because of overbooking. The resort said that the booking company if responsible for issuing refunds. I would like to be reimbursed for the difference for the amount of money I paid for the ocean view room that I did not receive. I have been trying to get this refund for a month and the company will not cooperate.
After review of the case, the following actions were taken by CheapCaribbean.com:
The client booked a vacation with a CheapCaribbean.com representative on 6/1/
The client purchased a 4-night’s stay *** Cancun plus Insurance
The clients purchased this vacation originally for 3 passengers then added a 4th passenger on 7/21/17 travel 8/3/17 – 8/6/17 at a total cost of $1729.68
A trips a costs breakdowns is as follows:
$1609.00 Hotel
$120.68 Insurance
$1729.68 Total Package
During the online booking process, the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged.
“By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased ***’s standard travel insurance as part of this package, which includes hurricane and weather protection. This policy is nonrefundable after 10 days. You will receive a separate email from *** Global Assistance containing your policy confirmation and certificate of coverage within 1-2 business days which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. It is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Please note that it is also your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking.
In review of the reservation:
A confirmation number was received from the Grand Plus Ocean View: #***
Upon check in the clients were advised that they would be given a *** Garden Room due to overbooking. The resort offered as compensation to these clients, which they accepted, their VIP Black Wrist Band which allow access to all sister properties, pools, restaurants, pool and bars throughout the properties (value $50 per person)
We contacted the resort on our client behalf upon their return. The resort has advised that no refund or additional compensation is being offered at this time.
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 Condition of Agreement attached
Our flights were totally messed up and CheapCaribbean.com did not help at all. We arrived at the airport and the ticket agent said we were not on the flight. I showed them our itinerary and after about 15 minutes they said they can see our names but they could not give us seats or confirm we were on the flight. I called Tim at CheapCaribbean.com and asked for his help to get us on the flight. He said they was nothing he could do. I asked him to call the airline but he would not call. He said he could tell the ground transportation we would be late. Tim did nothing to help us get on the flight CheapCaribbean.com reserved for us. Tim informed us the help desk was closing and would reopen in 3 hours so we were on our own. We ended up on standby and fortunately we got on the flight. We were so stressed out. Not a good way to start a vacation.
When we arrived in Cancun we had to wait 30 minutes for our ground transportation because Tim told them we would be late.
On our return flight, my youngest son did not appear on the first flight. After 30 minutes of searching and the help of a manager, the ticket agent finally found him.
I do not know what CheapCaribbean.com did when the booked the flights but the screwed something up and did nothing to help us. I will never use CheapCaribbean.com again!!!
We booked a trip through this Cheapcaribbean.com to Mexico. We made our choice based on reviews on this site. The resort was not as advertized and was 1 star not a 4.5 star as listed on the site. We call Cheapcaribbean.com when we arrived at our resort to request a move to a Neighoring resort and pay the difference. They would not assist us due to a non refund policy. When we returned we posted a review on Cheapcaribbean.com. The review was immediately removed. We thought it was odd that there only low star reviews that had to do with poor wheather and did not address the same issues that we found but then realized that was because Cheapcaribbean.com allows the resorts to remove poor reviews. This is misleading to the average customer. We will not be trusting this site to make our travel plans in the future.
After review of the case, the following actions were taking by CheapCariibean.com:
• The client booked a reservation online on March 5, 2017
The client purchased round trip airfare from STL to CUN, 5-night stay at the *** Cancun
The client purchased this vacation for 6 passengers to travel 8/3/17 thru 8/9/17 at a total cost of $8218.08
A trip cost breakdown is as follows:
$4530.00 Hotel ($125.83 per person per night)
$2682.00 Airfare
$1006.08 Transfers & Excursions
$8218.08 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 xx/xx/xxxx: $USD
Total Price: $USD
Total Price: $USD
I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions
In review:
While in destination the client contacted us to inquire about moving to another resort as they were dissatisfied with the service levels and conditions of the resort. The client did at this time mention that they had paid for an upgrade directly with the resort.
On the client’s behalf, we contacted the resort to see if the resort would consider waiving any early check out penalties. The agent also contacted Dreams Riviera Cancun for possible availability. Unfortunately, Dreams confirmed that they were not able to accommodate the client’s due to availability. The ***, per agreement, was not willing to waive the early check out penalties. The client remained on property for the duration of their vacation.
In regard to the client’s feedback: the client’s comments were posted to our site on 8/15/17. Please see the attached.
Also, to note: Our clients personally also rate the resorts on their return by the number of Palms as seen on our website. The *** overall rating by clients is a a 4 ½ Palms out of 5. Please see the attached.
Please see the attached Terms and Conditions that where agreed to by the client at the time of booking.
Services that the client purchased were renders in full per the Terms and Conditions that the client clicked and agreed to during the online booking process.
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
At this time, no further compensation is being offered.