CheapCaribbean.com, Incorporated Reviews (%countItem)
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CheapCaribbean.com, Incorporated Rating
Description: Travel Agencies & Bureaus
Address: 7 Campus Blvd, Newtown Sq, Pennsylvania, United States, 19073-3227
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We were a group of 18 people that travelled and stayed in *** July 1 to July 8, 2017. We booked our trip with cheapcaribbean.com. We arrived late Saturday and were told there was no place for us to eat after a full day of travel except an all night sports bar opened we could get to by bus, which was fine. Long story short one of our Jr Loft room at the palace 8212 the upstairs toilet didn't flush. Called front desk to fix they said they would send someone waited total of 3 hours and a second call no response, no one showed as promised. Next day July 2 walked to front lobby reported toilet,stated they would send someone and I reported a crack I noticed in the stair well glass/plexiglass as an incidental finding, I thought nothing of it they didn't either. Toilet broken for the entire weeks stay. Leaving July 8th checked out of our rooms at the palace at 9am brought our own luggage down, check out easy going in 15 minutes. 10:40am our group goes board airport charter bus hotel bellman stood in front of us stated go to reception. Housekeeping manager states we broke the glass and could not leave without payment,forced to pay with a different CC than one on file. Refused to acknowledge my complaint and view my photo showing time and date stamped crack was already there. Staff stated if glass was reported it's safety violation and they would have moved us to a safe room. We were bullied by *** to book an excursion and charged $150pp for which the brochure description did not equal the real product received. Told we bought a VIP catamaran cruise to private island with snorkeling. Staff anchored in marina handed out snorkels floating in gasoline water and had us jump in marina speed boat lane, no coral reef or fish in marina just garbage in the water, where almost were hit, no private island shared with 3 other groups areas restricted not as advertised, food on boat warm and all got sick diarrhea, one hospitalized with small bowel obstruction.AC broke.
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 3,2017The client purchased round trip airfare from *** for 7 night’s stay ***a and Round Trip Airport Transfers and Insurance. The client purchased this vacation for 3 passengers to travel 7/1/17 – 7/8/17 at a total cost of $4009.88A trips a costs breakdowns is as follows: $2025.66 - Hotel$1605.48 - Airfare$ 72.00 - Transfers$277.74 – Insurance$4009.88 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 Allianz’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 Allianz Global Assistance containing your policy confirmation and certificate of coverage within 1-2 business days which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. It is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Please note that it is also your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking. In review of the reservation: Upon the clients return the client phoned us regarding issues encountered at the resort. After speaking to an agent was advised her to submit her issues to us so that on her behalf we could contact the resort for further review. As the client did indicate that there was a charge performed by the resort at check for a broken window we requested at such time the resort contact the client directly as we have no liability over damages at the resort. The following email was sent to the client: ***
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***Good morning,Thank you for your email. We have forwarded the information to the resort and asked them to contact you directly at your email address, since the charge was made directly by the resort, the resort will be best able to assist you. We apologize for any inconveniences you have experienced and appreciate your feedback. As a token of our appreciation for you taking the time to let us know of your experience, we have deposited $100.00 in Sun Dollars into your customer account here at CheapCaribbean.com. Sun Dollars can be used up to $100.00 per new reservation package that includes a resort and airfare. Please note that Sun Dollars are valid for two (2) years and cannot be combined with any other promotion. Resorts reply: ***
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*** Firstly, accept our apologies for any possible inconveniences that our mutual guests could experience during the recent stay at *** and thank you for providing us feedback. According to our records, the *** received the room 8212 in perfect conditions and there were no broken or damaged articles. At the checkout time of the guests as procedure, we made check in all rooms and we noticed that they left the glass of the stairs broken and the bed completely broken. The hotel has only charged the broken glass. This room could not be used for a few days. We provide our guests rooms equipment and amenities however in situations like this we apply our policy. In the case of the customer finding any defect must notify immediately to the reception. We did not have any reports by part of the guests. On July 5th, according to our record, the guests reported the toilet. Maintenance Service have gone to the room immediately and the guests informed that it was already working. We did not have any other reports during their stay. Once again, we apologize for the possible inconveniences.With best regards, The client again contacted us again and this time forward to us a picture of the broken glass window stating this was not broken by her family but was broken at check in. Again, we contacted the resort on the clients behalf to advise. Below is the response from the resort. ***
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In our hotel, we have a registry where all rooms are assigned in good condition. On the day of check in the room had no flaws, the picture showing was taken once the glass was broken. Once again, we apologize for the possible inconveniences. With best regards, ***
*** Once again, we reiterate our sincere apologizes for any inconveniences they may have encountered. In this case we are unable to assist further with this matter at this time. As a gesture of customer service, we did contact the resort on our client’s behalf. We then advised the client with their reply. At this time, no further action can be taken by CheapCaribbean.com as the charges for the window and excursion taken by the group she was traveling with were outside of the package purchase and not charged by Cheapcaribbean.com. 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 Melanie R
Never will use them again
Couple of months ago myself and friends booked an all inclusive trip to *** cancun that only included 70 percent of what they had at this hotel. Never we39re we told there is an upgrade on the all inclusive that gave black wrist bands out which included better food and alcohol. All inclusive means everything they are miss representing what they are selling to public it39s a partial inclusive and when we contact company answer was what 17 restaurants is not enough.
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 26, 2017
The client purchased round trip airfare from ALB to CUN for 7 night’s stay *** Cancun and Round Trip Airport Transfers.
The client purchased this vacation for 2 passengers to travel 6/23/17 – 6/30/17at a total cost of $1829.07
A trips a costs breakdowns is as follows:
$1362.00 - Hotel
$1450.60 - Airfare
$2763.60 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 Allianz’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 Allianz 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, per our records;
The client contacted us on7/3/17 upon their return and expressed their concerns to our agents.
The agent explained the all-inclusive benefits and how they work with different levels at the resort in which a guest would purchases.
The agent advised him that with the resort he purchased he was provided what he paid for.
He said he wanted top of the line when he booked, he wanted to be able to walk into any bar, dining and be served.
It was also explained to him that the only way to get the black wrist bands is to pay for them or book the pyramid. Our client did have access to 17 dining and 18 bars.
We apologized for his experience and offered him and the other guest $100 in Sun Dollars which he accepted.
The following offer was then sent to the client on 7/3:
TO CLIENT:
From: Customer Care Cheap Caribbean
Sent: Monday, July 03, 2017 9:29 AM
To: '***@***.com' Subject: SUN DOLLARS***BOOKING # *** ________________________________________________________________________2003 South Easton Road, Suite 100 Doylestown, PA 18901Phone: Fax: July 3, 2017Re: Booking #***
Dear ***,
Thank you for contacting CheapCaribbean.com and thank you for taking the time to provide us with this valuable feedback. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com.
We are very sorry to hear of your disappointment with your recent reservation at *** Cancun. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our website. We regret any inconveniences that you may have experienced.
As a token of our appreciation for you taking the time to let us know of your experience (and to ensure you of our good faith in this matter), we are depositing $100.00 in Sun Dollars into your customer account here at CheapCaribbean.com. Sun Dollars can be used up to $100.00 per new reservation package that includes a resort and airfare. Please note that Sun Dollars are valid for two (2) years and cannot be combined with any other promotion. We offer a broad spectrum of properties, and there is no question that we can find something you will enjoy. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel
Once again, we reiterate our sincere apologizes for any inconveniences they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
All services are rendered in full.
[To assist us in bringing this matter to a close, you must give us a reason why yo
Complaint: ***
I am rejecting this response because:
Regards
Beautiful resort
I had a horrible experience with Cheap Caribbean. Due to them not including any details about my airline flight and their policies, I was not allowed to board my flight and Cheap Caribbean tried to charge me $800 to board another one. They were very rude and inconsiderate when I called and tried to put the blame on me instead of acknowledging where they fell short as a travel agency by failing to provide specific information about my trip. I will NEVER utilize this service again and I will inform any and everyone to avoid them at all costs for their incompetence as a travel agency.
I purchased a vacation to the *** resort. The stay at the resort was not as advertised. I was informed their was wifi service. Wifi was not working for 4 out of the 6 days out of my stay. On the first night we had no working air conditioning. On the second night there was a power outage resulting in another night without air conditioning. My wife had her tweezers, eye liner and comb stolen out of our room during our stay. The room was not as advertised. It was run down and unmaintained. Water dripped from the room above us. The door to the balcony did not even have screws fastening it to the door on the top portion of the handle making it nearly impossible to operate the sliding glass door. The tile floor was chipped and worn. The shower was not caulked and had poor repair work to the tile. The curtains would not open and were partially ripped from the hangers. The whole room needed a complete renovation. It was definitely not as pictured or advertised. We were harassed by vendors that the hotel allows on their property. One such vendor tried to sell me marijuana. This is unacceptable. Between the theft of my wife's personal items and the attempt from vendors allowed on the property from the resort trying to sell me illegal substances I should be pursuing legal action against the resort. To top it off cheapcarribean.com refuses to post my review of the resort. Probably because I mentioned that the vendor allowed on the property by the resort tried to sell me drugs. They have refused to post my review 5 plus times now. I had to leave the part about the marijuana out of the review in hopes that my review will finally be posted. I violated none of their posting guidelines. They just refuse to post a negative review.
In review - we did not see that the client contacted us for assistance while in destination.
We have contacted the resort on our clients behalf and currently await the reply from the resort. Please be advised that post-travel issues can take up to 14-21 business days for a resolution.
We will respond once the resort has contacted us.
Thank you for your patience.