CheapCaribbean.com, Incorporated

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 upgradeIn this case the client purchased the upgrade for nights onlyThe client then sent us a picture of the reciept (see attached) of the out of pocket expense in the amount of $The client was refunded the amount on 8/14/to the credit card on fileWe apologies for any of the inconveniences they may have encounteredOur aim is always to provide the best service and we hope that they will give us another opportunity to prove this

After review of the case, the following actions were taken by CheapCaribbean.com: • The client booked a vacation with a CheapCaribbean.com representative on May 23, The client purchased round trip airfare from NJ to SJU for nights stay at [redacted] Resort Puerto Rico and Round Trip Airport TransfersThe client purchased this vacation for passengers to travel 7/29/– 8/2/at a total cost of $A trips a costs breakdowns is as follows: $– Hotel $– Airfare $– Transfers $-– Promo $18/Total Package • During the online booking process the client is read the terms and conditionsIf 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 documentsChanges to or cancellation of your reservation will incur a $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 changeUpon cancellation, a credit towards future travel will be issued for the balance remainingYou have purchased Allianz’s standard travel insurance as part of this package, which includes hurricane and weather protectionThis policy is nonrefundable after daysYou will receive a separate email from Allianz Global Assistance containing your policy confirmation and certificate of coverage within 1-business days which can be used to view a full schedule of benefits for the policy you purchasedPlease note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit cardAdditionally, the deposit amount includes a $deposit feeThe remaining balance is required at least days prior to trip departureFuture payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoiceYou are also able to log into your CheapCaribbean.com account and apply payment prior to the due dateIt is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due dateIn the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelledIt is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itineraryCheapCaribbean.com is not responsible for denied boarding due to improper documentationYou 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 purchasePlease note that it is also your responsibility to confirm your flights directly with the airline hours prior to travelFinally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fineVisit www.tsa.gov and click on “prohibited items” for more informationDo you agree to these terms and conditions?” - The client must agree before you proceed with the bookingIn review of the reservation per our records: 5/client called stating they booked last week and need to cancel because her wife is trying to get pregnant and concerned about the Zika virusWe advised the insurance is not covering Zika cancellations but we can issue a FC, went over penalties and that the insurance in non-refundableShe verified card info on file & was going to cancel but then was questioning why CC wouldn't care and would charge all these feesWe explained to her that the Zika virus has been around for months and when it first became an issue we were able to make an exception to our policy as the resorts/airlines were also waiving feesAdvise this offer was no long as option as of Feb 19th when the airlines and resorts no longer were providing this exceptionWe advised per our policy we are non-refundable so if they were to choose not to travel and cancel they would be issued a future credit less penaltyWe did advise that she can try to reach out to the airline to have them waive the penalty but they will need to submit documentation to the airline showing pregnancyShe said to leave it as isNo changes madeTerms and conditions attached.Our aim is always to provide the best service and we hope that they will give us another opportunity to prove thisNo further compensation is being offers at this time

After review of the case, the following actions were taken by CheapCaribbean.com: The clients booked a vacation with a CheapCaribbean.com representative on April 29, The client purchased round trip airfare from 7/12/to 7/18/for nights stay at [redacted] Jamaica and Round Trip Airport Transfers The client purchased this vacation for herself and other family members to travel July 12th – 18th at a total cost of Cost Breakdown is as follows: $– Hotel ($per night) $– Airfare $– Transfers $ - Deposit -$– Promo $Total (per person) During the online booking process the client is read the terms and conditionIf 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 p Terms of Use appearing on our website as posted at www.cheapcaribbean.com/terms.jspand that all passenger name information exactly matches your official documentsPlease note that once I submit your reservation, the entire amount will be charged to your credit cardOnce charged, it is non-refundableChanges to or cancellation of your reservation will incur a $per person fee, plus any applicable air and resort penalties and any increase in price resulting from the changeUpon cancellation, a credit towards future travel will be issued for the balance remaining Hurricane and Weather insurance is not included in this package, however comprehensive illness and injury insurance is available, as well as an enhanced ‘Cancel for Any Reason’ plan, both of which include the weather insurance coverageThe Standard illness and injury coverage is available for purchase up until hours prior to departure, however, the enhanced ‘Cancel for Any Reason’ plan must be purchased today; this enhanced insurance is not available for purchase at a later dateYou the customer are responsible for any additional airline baggage fees, pre-assigned seating, and incidentals at the resort, and entry or exit fees resulting from purchaseLastly, it is your responsibility to ensure that you have the proper documents to enter, connect through, or stop in the destinations on your itineraryCheapCaribbean.com is not responsible for denied boarding due to improper documentationPlease note, it is your responsibility to confirm your flights directly with the airline hours prior to travelDo you agree to these terms and conditions?” -The client must agree before you proceed with the booking In review of the reservation: We did find that the other passenger on booking [redacted] traveling with these clients contact us on 7/to advise us of issues while in destination and what difficulties they were encountering The Cheapcaribbean.com representative did offer to either look into moving them to another resort or contact the resort on their behalf The client thanked the agent but said that she had placed the call just to inform us of what issues they were having and wanted us to be fully aware of the circumstances The client states she had spoken to the resort management and the were well aware of her difficulties She then said she had put the issues as this point behind her and would concentrate on enjoying the rest of their vacation The agent thanked her very much for letting us know of her experiences and apologies to the client The agent also advises her to contact the CheapCaribbean.com Post Care Department on their return as our client’s feedback is important to us On 7/we received the client feedback in full Once reviewed we sent the following response on 7/22: Dear [redacted] , Thank you for contacting CheapCaribbean.com and thank you for taking the time to provide us with this valuable feedbackOur 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.comWe are very sorry to hear of your disappointment with your recent reservation at [redacted] JamaicaIt is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our websiteWe regret any inconveniences that you may have experiencedWe have contacted the resort to inform them of the concerns you encountered during your stay as well as the information that you have brought to our attentionWe will continue to work directly with the resort management at [redacted] Jamaica to ensure that our clients are provided with the service that they expect and deserve As a token of our appreciation for you taking the time to let us know of your experience (and to ensure you of our good faith in this matter), we are depositing $in Sun Dollars into your customer account here at CheapCaribbean.com Sun Dollars can be used up to $per new reservation package that includes a resort and airfarePlease 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 enjoyWhile 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! As the client indicated they were also traveling with another reservation: Booking [redacted] Both reservation accounts have been credited with the same offer as above Once again, we reiterate are sincere apologizes the resort did not meet our clients expectations as we know they have traveled in the past without incidentIt’s often difficult to resolve issues such as this once the client has returned from their vacation and the services have been rendered in full 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 offers at this timeAll services are rendered in full

After review of the case, the following actions were taken by CheapCaribbean.com: The client booked a vacation with a CheapCaribbean.com representative on August 30, The client purchased round trip airfare from JFK to LIR for nights stay at Riu GuanacasteThe client purchased this vacation for passengers to travel 11/5/– 11/12/at a total cost of $A trips a costs breakdowns is as follows: $– Hotel $– Airfare $ - Deposit $Total Package -$Down Payment $Balance Due days prior to departure • During the online booking process the client is read the terms and conditionsIf 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 documentsChanges to or cancellation of your reservation will incur a $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 changeUpon cancellation, a credit towards future travel will be issued for the balance remainingYou have purchased [redacted] ’s standard travel insurance as part of this package, which includes hurricane and weather protectionThis policy is nonrefundable after daysYou will receive a separate email from [redacted] containing your policy confirmation and certificate of coverage within 1-business days which can be used to view a full schedule of benefits for the policy you purchasedPlease note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit cardAdditionally, the deposit amount includes a $deposit feeThe remaining balance is required at least days prior to trip departureFuture payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoiceYou are also able to log into your CheapCaribbean.com account and apply payment prior to the due dateIt is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due dateIn the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelledIt is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itineraryCheapCaribbean.com is not responsible for denied boarding due to improper documentationYou 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 purchasePlease note that it is also your responsibility to confirm your flights directly with the airline hours prior to travelFinally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fineVisit www.tsa.gov and click on “prohibited items” for more informationDo you agree to these terms and conditions?” - The client must agree before you proceed with the bookingIn review: After making the reservation client called saying they needed to make a change to the reservationBelow in part are the terms and condition agreed to when making a change - also Terms and Conditions are attached in full: CHANGES, CANCELLATION, PRICING, FEES The credit card holder must call CheapCaribbean.com to change or cancel any portion of the reservationWe are not responsible for any changes or modifications that are made to the reservation without our assistanceIf cancellation of certain reservations is requested less than hours from the time of purchase and meets all the requirements below, CheapCaribbean.com will offer you the option of a refund to the original form of payment or retain a credit to be used towards a future purchaseOnly reservations that qualify for the Deposit Program will be refundable within the first hours of purchase'Non-Refundable' and 'Deal of the Day' rooms do not qualifyReservations scheduled to travel over US or destination holidays will not qualifyReservations made within cut-off or resorts with strict cancellation policies are not eligibleNon-Airline Reporting Carriers, such as [redacted] Airlines, [redacted] Airlines, and [redacted] Airlines do not qualify for this offerAfter hours, all vacations are nonrefundable and nontransferable and the following fees will be assessed: Changes to, or cancellation of, any portion of the reservation will be assessed a $per adult (age and above) fee, plus any hotel fees up to 100%If changing or canceling a published flight, a $per person, per airline fee will be assessedChanges or cancellations to a charter flight days prior to departure will incur a $per person feeChanges to a charter flight 44-days prior to departure will incur a $per person feeChanges to a charter flight 30-days prior to departure will incur a $per person feeChanges to a charter flight 7-days prior to departure will incur a $per person feeCancellations to a charter flight 44-days prior to departure will incur a $per person feeCancellations to a charter flight 30-days prior to departure will incur a 100% cancellation feeIf canceling more than after purchase, after fees are applied, a Future Travel Credit will be issued for the balance remainingIf making a change, you will be responsible for the above fees, plus any increase in cost resulting from the changeName changes are not allowed at any time on published flightsIf you are considered a No Show for any portion of the reservation a 100% penalty will be assessed and no refund or credit will be issuedIf you do not use one of the flights in your reservation the airline will cancel the remaining itineraryYour credit card will be charged whether you use or do not use the services purchased, including partially used servicesCheapCaribbean.com may charge a nonrefundable fee for the service it provides when you purchase, book or reserve travel services or ac***dations through the SitePromotional codes hold no cash valueIf a promo code is used and changes or cancellation are processed, the discount will be forfeitedContracted Group bookings are subject to the terms and conditions listed on the personalized purchase agreementContracted Group bookings are subject to the terms and conditions listed on the personalized purchase agreementBelow is the term and condition of a change with ***Line to [redacted] Websites: http://www.***.com/content/www/en_US/traveling-with-us/ticket-changes-refunds/ti...⇄ Change Fees Based on the fare rules, you may have to pay a service fee and/or a difference in fareFor travel within the United States, Canada, Puerto Rico and the U.SVirgin Islands, the fee is $for ***-marketed flightsFor travel outside the United States, Canada, Puerto Rico, and the U.SVirgin Islands, the change fee for ***-marketed flights is typically $to $500, but can vary based on location and type of fareChanges are usually permitted only to the return portion of an international itineraryClient originally booked Costa Rica then changed to Puerto Rica which incurred the change fees imposed by [redacted] and Cheapcribbean.comClient agreed to all charges at the time of rebookingPlease note the only fees the client incurred were airlines and CheapCaribbean.comResort fees were not imposed when making this changeAdjustment in pricing occurred at the time of change: A trips a costs breakdowns is as follows: $ – Hotel $– Airfare $ – Airline change fee $ - Deposit $ CheapCaribbean change fee $2996.80Total Package -$Deposit -$ Increase in package price w/ change $Balance Due days prior to departure The following are several email exchanges between the client and the CheapCaribbean.com agent: From Client Sent: Sunday, October 02, 6:PM To: CheapCaribbean Reservations Subject: Re: [redacted] Post Foll [redacted] said since my tickets hadn't been issued there was not change fee From: CheapCaribbean Reservations Sent: Sunday, October 02, 6:PM To: Client Subject: RE: [redacted] Post Foll [redacted] Hi I’m not sure why [redacted] told you thatI have pasted your ticket numbers belowThe first are from the original itinerary booked on April 13, the last are the exchanged tickets issued on August Thanks, Agent [redacted] -AT ***/ [redacted] ***/13APR [redacted] -AT ***/ [redacted] ***/13APR [redacted] -AT ***/ [redacted] ***/13APR [redacted] -AT ***/ [redacted] ***/13APR [redacted] -AT ***/ [redacted] ***/13AUG [redacted] -AT ***/ [redacted] ***/13AUG [redacted] -AT ***/ [redacted] ***/13AUG [redacted] -AT ***/ [redacted] ***/13AUG Senior Reservation Services Agent From: Client Sent: Sunday, October 02, 7:PM To: CheapCaribbean Reservations Subject: Re: [redacted] Post Foll [redacted] said that since I was still traveling fm on [redacted] and the original tickets were not issued that they didn't make a $charge per personand they proceeded to advise that there change fee is per person normallynot $To: CheapCaribbean Reservations Sent: Sunday, October 02, 8:PM To: Client Subject: RE: [redacted] Post Foll [redacted] Hi There seems to be some miscommunication with what [redacted] is advising youYou can see in the ticket numbers I pasted below that on April 13, tickets were issuedThose ticket numbers are only generated by [redacted] once they are issued [redacted] also clearly states on their website that change fees are $+http://www.***.com/content/www/en_US/traveling-with-us/ticket-changes-refunds/...⇄ are the tickets issued for your original reservation: [redacted] -AT ***/ [redacted] ***/13APR [redacted] -AT ***/ [redacted] ***/13APR [redacted] -AT ***/ [redacted] ***/13APR [redacted] -AT ***/ [redacted] ***/13APR Thanks,Agent From: Client Sent: Sunday, October 02, 9:PM To: CheapCaribbean Reservations Subject: Re: [redacted] Post Foll [redacted] I saw that on the website and It says "may be charged" not willIn our case your office was not charged the change of ticket fee so we should not have been chargedFrom: CheapCaribbean Reservations Sent: Sunday, October 02, 9:PM To: ' [redacted] ' Subject: RE: [redacted] Post Foll [redacted] Hi [redacted] , Your tickets were exchangedCheapCaribbean was charged $per ticket for your voluntary change, which you agreed toThanks, Agent 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/adjustment of fees is being offers at this time

ADVERTISING - BUYER BEWARE I was in the process of booking The Premium Junior Suite Ocean View for the Secrets Playa Mujeres Resort in Cancun, Mexico, and when I clicked to pay, the flight was no longer available within just a few secondsCheapCarribean.com shows when there are only a few tickets left, and there was no notification for this at allThey also show how many people booked for a resort within the past hours and there was no change in this number as wellThe next best departing flight was an additional $per personTherefore, I was forced to purchase the more expensive airfare which was scheduled to leave earlier than the departing flight I was originally in the process of bookingAfter purchasing the trip, I checked other vacation sites because I was disappointed in how their prices jumped up immediatelyTheir site almost seems to be a bait and switchI went to A [redacted] .com and I found the same exact room and flight for $less than their priceIn addition, A [redacted] also includes a free round trip transportation to and from the resort, $in coupons, and you have the option to select your airline seatsThis is my first time booking with CheapCarribean, so they were offering a $coupon which I never received in time for my bookingI have yet to receive the email by the wayI have been on the phone waiting to speak to someone for over an hour about cancelling or price matching, but when I called on a second line to book a trip I got an immediate responseThe company's priority is to book, so they intentionally make the cancellation process extremely difficult and will consistently blame their sites maintenance for all their issuesAfter waiting for over an hour and the first person was completely helpless, I decided to ask to be transferred to a supervisorThe supervisor told me that I would not be able to price match and receive their $first time credit that was promised, so be sure to read their fine print on their website about coupons and price matchingWhile I was on the phone with the supervisor for almost half an hour, I was checking travel comparison sites and noticed the same exact trip, including airfare, dropped by $I thought this was an error since I had just booked the same exact trip, but when I looked up the trip again through CheapCarribean, it had in fact dropped by $Therefore, had I not checked and waited on the phone for two more hours, I would have been stuck paying that much extraWhile speaking to her, I asked how a dramatic change like that is possible and again, it was blamed on their website maintenanceI never received our trip confirmation, and never received the $couponWhen we called the next day to ask why, they again blamed it on the site maintenanceIn total, I have spent over four hours on the phone with CheapCarribean (mostly on hold)I subsequently found out that the AeroMexico flight that I was taking was chartered through A [redacted] and I may not be able to sit with my significant other since we are not guarenteed seatsThe booking process with CheapCarribean has been a hassle to say the least, but at least you have the option to split your paymentI guessAs their site states while selecting rooms, "This room is similar to the Junior Suite Ocean View but offers more space..." for $more per personI was curious in how much more space the room had in comparison, so I checked the hotel website and contacted the hotel directlyThe website states that both rooms are square feet and when we contacted the resort they said the same about size of the room and that the layout was identicalOverall, I would recommend to stay away from CheapCarribean.com as their prices may be cheap, but the headache, frustration and lost time will surely makeup for their "cheaper?" ratesTheir customer service never even accepted responsibility or apologized and merely blamed all these issues on site difficulties that occur past 12:AMMeanwhile, we had booked our trip several hours before, but were on hold waiting to speak to a representative until past midnightThis became a three day process

Yesterday we booked a complete vacation at a Mexican all-inclusive resort, with airfare included We did lots of research and spent a lot of time making this decision The price was listed as such on their website for more than a few hoursWe received a confirmation for flights and for lodging We also bought travel insuranceToday we got an email that they cancelled our reservation because the price listed on the website was posted wrong I spoke with a senior travel representative who was unwilling to give us the travel package at the rate on the confirmation- requesting instead an additional $ I requested a full refund, but we are extremely disappointed that the time, energy, and excitement we had for this trip are now wasted

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: When I contacted [redacted] which then told me the insurance is SUPPLEMENTAL meaning if my primary personal insurance does not cover it, then they would cover it In no way shape or form does it state that the insurance SECONDARY and SUPPLEMENTAL to my PRIMARY insurance I will call [redacted] again, but Cheap Caribbean is now claiming its not their misrepresentation of this product they offered Regards, [redacted]

Our position remains the same

After review of the case, the following actions were taken by CheapCaribbean.com: The client booked a vacation with a CheapCaribbean.com representative on October 5, The client purchased round trip airfare from PHL to CUN for night’s stay Dreams Dominicus La Romana and Round Trip Airport TransfersThe client purchased this vacation for passenger to travel 3/10/– 3/19/at a total cost of $A trips a costs breakdowns is as follows: $- Hotel $- Airfare $ - Deposit Fee $Total Package $ Deposit at the time of booking $Balance paid days prior to departure During the online booking process the client is read the terms and conditionsIf 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 documentsChanges to or cancellation of your reservation will incur a $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 changeUpon cancellation, a credit towards future travel will be issued for the balance remainingYou have purchased [redacted] standard travel insurance as part of this package, which includes hurricane and weather protectionThis policy is nonrefundable after daysYou will receive a separate email from Allianz Global Assistance containing your policy confirmation and certificate of coverage within 1-business days which can be used to view a full schedule of benefits for the policy you purchasedPlease note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit cardAdditionally, the deposit amount includes a $deposit feeThe remaining balance is required at least days prior to trip departureFuture payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoiceYou are also able to log into your CheapCaribbean.com account and apply payment prior to the due dateIt is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due dateIn the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelledIt is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itineraryCheapCaribbean.com is not responsible for denied boarding due to improper documentationYou 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 purchasePlease note that it is also your responsibility to confirm your flights directly with the airline hours prior to travelFinally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fineVisit www.tsa.gov and click on “prohibited items” for more informationDo you agree to these terms and conditions?” - The client must agree before you proceed with the bookingIn review of the reservation: 12/received call from client regarding the readiness of the [redacted] opening prior to their arrival 12/client called back to get a quote for the Preferred Club swim out up room at the [redacted] No changes made to the reservation at this time 12/after speaking with the resort agent calls client and address their concerns: advising him that they had a lot of rain which delayed some of their construction but by March the hotel should be fully operationalThe agent gave their extension if he has any questions to contact them1/the client again contacts us and the following email sent to the client; From: Agent Sent: Wednesday, January 11, 7:PM To: Client Subject: and - Dreams Dominicus La RomanaGood evening! Thank you for your time tonightAs we discussed, we will not charge our standard $per person change fee if you choose to change resortsAt this time Dreams Dominicus does not have a penalty to cancelWe would need to cancel outside of days prior in order to avoid their feeI have listed the properties below that we talked about tonightThis is based on the current rates and availability and are subject to change at any timeThe amounts shown are increases due based on amounts already paidNo changes have been made yetPlease let me know if you need any more information! Have a good night! Luxury [redacted] CollectionJunior Suite Deluxe =$ total increase Luxury [redacted] CollectionJunior Suite Deluxe =$total increase Now [redacted] ***Deluxe Garden View = $total increase [redacted] Club Junior Suite with Jacuzzi - Adults Only = $total increase Now [redacted] ***Junior Suite Garden View = $total increase [redacted] Preferred Club Deluxe Garden View = $total increase [redacted] Standard = $total increaseJunior Suite = $total increase [redacted] Standard = $total increase 1/client called to change his reservation to the Luxury [redacted] CollectionThe client was advised the cost was $lessClient agreed to the changeAn email was then sent directly to the resort notify that they have been past client and any special acknowledgments would be appreciatedWe were not contacted by the client while in destinationHad the clients given us the opportunity to try and repair things while in destination the trip may have been more satisfactory to themAt this time the client’s issues have been sent to the Luxury [redacted] Collection to review in fullOnce a response is received we will notify the client of their replyAgain, we reiterate our sincerest apologies for any difficulties you may have encounteredWhile we cannot change the past, it is our hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experienceNo further compensation is being offered at this time

Our client at the time of booking agreed to our terms and conditions and the full charges which were preformed to the credit card on file At this time our position does remain the same

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 24, The client purchased round trip airfare from PHL to PUJ for nights stay at Now Larimar Punta Cana and Round Trip Airport TransfersThe client purchased this vacation for passengers to travel 7/27/– 8/3/at a total cost of $A trips a costs breakdowns is as follows: $– Hotel ($per night) $– Airfare ($pp) $ - Transfers $ – Insurance $ – Deposit Fee $Total Package $Paid at the time of booking $Final Balance paid on 6/During the online booking process the client is read the terms and conditionsIf 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 documentsChanges to or cancellation of your reservation will incur a $per person fee, plus any applicable air and resort penalties and any increase in price resulting from the changeUpon cancellation, a credit towards future travel will be issued for the balance remainingHurricane and Weather insurance is not included in this package, however comprehensive illness and injury insurance is available, as well as an enhanced “Cancel for Any Reason” plan, both of which include the weather insurance coverageThe Standard illness and injury coverage may be purchased until full payment is received, however the enhanced “cancel for any reason” plan must be purchased today; this enhanced insurance is not available for purchase at a later datePlease note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit cardAdditionally, the deposit amount includes a $deposit feeThe remaining balance is required at least days prior to trip departureFuture payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoiceYou are also able to log into your CheapCaribbean.com account and apply payment prior to the due dateIt is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due dateIn the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelledIt is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itineraryCheapCaribbean.com is not responsible for denied boarding due to improper documentationYou as the customer are responsible for any additional airline baggage fees, pre-assigned seating, and incidentals at the resort, and entry or exit fees resulting from purchasePlease note that it is also your responsibility to confirm your flights directly with the airline hours prior to travelDo you agree to these terms and conditions?” - The client must agree before you proceed with the bookingIN REVIEW OF THE RESERVATION: This reservation was made in connection with other family members’ attending the same resort Prior to making the booking the client spoke with an agent to discuss a variety of resorts and what would best fitting to all members of their familyThe client was also viewing the website as the agent was speakingThey discussed rooms, VIP service levels, room services and Kids ClubsAt no time in the conversation did the client request being near or close to other family members At the time of booking when asked if they would like to add any special requests to the room for the kids the client replied “no don’t think so”However the agent did request beds and noted they were celebrating a 60th birthday*see special requests marks on travel documents As we reviewed all calls we found that there was no mention of adjoining room at any timeAgain had the client requested adjoining room it would have been noted on their reservations as such for the resorts consideration based on availability At the time of booking the client was sent the email attached providing all the details of the reservation to review – see attachedIt advises to contact us our office should they have any questions or concerns DRESS CODE All restaurants indicate a dress code and are subject to the resorts requirementsWe are sorry if this caused the clients any inconvenience AIRLINE SEATING On 7/the client contacted us to prepay for luggageRegarding seat assignment this was under the control of Frontier AirlinesAs with some airlines pre-seating would incur a chargeCharter flight may do seating at check inThe client was advised to contact us closer to departure for possible seat assignments availabilityAdvised there is no online check in with Frontier CharterClient said she would call the airlines directly days prior to departure for additional information on seat assignments ADDED VALUE Resort promotion are issued and honored by the resortsPlease see the attached travel document for full details and conditionsPer offer (in part): Not all reservations qualify for $in Resort CouponsPlease read ALL conditions below to see if you are eligibleThis is an informational voucher onlyIf all conditions are not met, $in Resort Coupons are not guaranteedThe Resort reserves the right to withdraw this promotion at any time without prior notificationIf you have any questions, please contact our Reservations Center toll free at 1-800-915- Once again, we reiterate our sincere apologizes that the resort did not meet the clients’ expectationsOur aim is always to provide the best service and we hope that they will give us another opportunity to prove thisNo further compensation is being offers at this timeAll services are rendered in full

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Thank you for taking the time to get back to me but unfortunately the position provided is really disappointingCheapCaribbean wants to have NO liability at all while selecting such a bad ResortA the time of any booking Cheap Caribbean says that if the client has any issues they could call the company directly and they would solve it but that was not the case at allWhat a horrible experience; this company should no longer be in business for allowing customers to be under such poor circumstances Regards, [redacted]

After our review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on October 11, The client purchased round trip airfare from EWR to STT, night stay at the [redacted] StThomas The client purchased this vacation for passengers to travel 1/19/to 1/25/a total cost of $ A trip cost breakdown is as follows: $Hotel) $1173.60Airfare $ Insurance $ Deposit Fee ($-100.00) Promo Discount $Total Package During the online booking process clients are required to "Click and Agree" to our nonrefundable Terms and ConditionsIf these Terms are not agreed to then the booking is not processed and the credit card is not chargedOur Terms specifically state: • This vacation is nonrefundable and nontransferable • Changes or cancellations will be charged a $per person fee, a $per ticket airline fee, and up to a 100% hotel penaltyA 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 authorityCheapCaribbean.com, Incand 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 days after the termination of this trip, all parties are released from further liability • Insurance claims will be processed by [redacted] (***) according to the plan purchased http://www.cheapcaribbean.com/travelProtection.jsp Cancellation on the Cancel for any Reason Plan must take place at least hours prior to departureAfter filing a claim with [redacted] and pending their approval, a reimbursement check equal to 75% of the nonrefundable trip cost, less the price of insurance will be issued by ***CheapCaribbean.com, Incwill not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed After the reservation was finalized the customer was issued a Travel Voucher Receipt for the purchaseThis document contained all of the information that the clients needed to travel on the reservation as well as an abridged version of the terms of use from our websiteThis stated the following (attached are the terms and conditions and client travel voucher, see page 4) The information, software, products, and services published on this web site may include inaccuracies or typographical errorsIn particular, CheapCaribbean.com, Incand its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, without limitation, photographs, list of hotel amenities, general product descriptions, etc), much of which information is provided by the respective suppliersHotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Incand its affiliates do not guarantee the accuracy of the ratingsCheapCaribbean.com, Incits affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this website for any purpose, and the inclusion or offering for sale of any products or services on this website does not constitute and endorsement or recommendation of such products or services by CheapCaribbean.com, Incor its affiliatesAll such information, software, products, and services are provided "as is" without warranty of any kindCheapCaribbean.com, Incits affiliates and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, services, including all implied warranties and conditions or merchantability, fitness for a particular purpose, title, and no infringementThe carriers, hotels, and other suppliers providing travel or other services for CheapCaribbean.com Incare independent contractors and not agents or employees of CheapCaribbean.com, Incor its affiliatesCheapCaribbean.com, Incand its affiliates are not liable for 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 fromCheapCaribbean.com, Incand its affiliates have no liability and will make no refund in the event on any delay, cancellation, overbooking, strike, force major or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of government or authority The agreement that the client entered into with the merchant stated that ‘services would be provided “as is” without warranty of any kind’, that the purchase was nonrefundable, that the hotel ratings were not guaranteed, and that the merchant was not liable for breaches or negligence of any supplierAll passengers traveled on the reservation in full and all services that were purchased were provided in accordance with the terms and conditions of the purchaseTherefore the client is fully responsible for the costs associated with this purchase Once again, we reiterate our sincere apologizes for any difficulties they may have encounteredOur aim is always to provide the best service and we hope that they will give us another opportunity to prove this

Again, we are sorry for the inconveniences the clients encountered upon their arrivalAfter a further review of this case and as a gesture of customer service we are offering the clients a refund the additional cost he paid for the Ocean View at the [redacted] Beach ResortA refund of $will be processed to their credit card on file Our aim is always to provide the best service and we do hope that they will give us another opportunity to prove the next time they travel to Caribbean

After review of the case, the following actions were taken by CheapCaribbean.com:The client booked a vacation with a CheapCaribbean.com representative on June 2, 2017The client purchased round trip airfare from EWR to CUN for night’s stay [redacted] F [redacted] [redacted] The client purchased this vacation for passengers to travel 7/2/– 7/7/at a total cost of $A trips a costs breakdowns is as follows:$- Hotel $- Airfare$ - Resort Fee$Total Package Fee During the online booking process the client is read the terms and conditionsIf 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 documentsChanges to or cancellation of your reservation will incur a $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 changeUpon cancellation, a credit towards future travel will be issued for the balance remainingYou have purchased [redacted] ’s standard travel insurance as part of this package, which includes hurricane and weather protectionThis policy is nonrefundable after daysYou will receive a separate email from [redacted] Global Assistance containing your policy confirmation and certificate of coverage within 1-business days which can be used to view a full schedule of benefits for the policy you purchasedPlease note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit cardAdditionally, the deposit amount includes a $deposit feeThe remaining balance is required at least days prior to trip departureFuture payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoiceYou are also able to log into your CheapCaribbean.com account and apply payment prior to the due dateIt is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due dateIn the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelledIt is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itineraryCheapCaribbean.com is not responsible for denied boarding due to improper documentationYou 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 purchasePlease note that it is also your responsibility to confirm your flights directly with the airline hours prior to travelFinally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fineVisit www.tsa.gov and click on “prohibited items” for more informationDo you agree to these terms and conditions?” - The client must agree before you proceed with the bookingIn review of the reservation:6/03/the client called to get the cheaper price she saw listed on our site hours after booking the reservation In this case since we don’t price match ourselves (per terms and conditions) as a gesture of customer service we offered the client a $refund to her credit card on file.Below is also the email correspondence with the client regarding her request and also our responses.Email from Client - Sent: Saturday, June 03, 7:PMTo: CheapCaribbean Reservations Subject: Price adjustmentHelloI booked a vacation with flight & hotel yesterday for $I was on the website this morning and saw the same trip was $I called to get a price adjustment and the customer service Rep, said she could not see it on her computer so I sent screenshots of the trip detailsHowever, I still did not get the adjustmentThere is a price match guarantee posted on your website that was not honoredI hope there is something you can doThank youBooking # [redacted] Email to client - Sent: Saturday, June 03, 2017Hello,We have looked into this for youWhen you spoke with the agent she advised that we would be refunding $back to your credit card on fileThis has been sent to our refund departmentPlease allow 7-business days to see this back on your credit card.Thank youEmail to client - Sent: Saturday, June 03, 10:PMSubject: RE: Price adjustmentWhen you contacted us regarding this we advised you that we were unable to match the price you were seeing on our website or the airlines systemYou attempted to secure the reservation at the lower price and were unable to due to the pricing of the airline tickets increasingAt that time you were advised that we are not able to give you the price you were seeking and as a customer service gesture we refunded you $You had stated to the agent that you understood this and accepted thisOn our website it states under our terms of use, in the post-booking price matches, that we will match a U.S based competitor??s websiteWe do not match our own sitePOST-BOOKING PRICE MATCHES After you make your hotel and airfare reservation, try to find the same vacation package on a U.S.-based competitor's website and CheapCaribbean will refund you the differenceEmail [email protected] to be sent the instructions and applicationThis information will be sent to your email address automatically upon receipt of your emailThe form requires a screen shot of the competitor's package and pricing details of what is included in the package no more than hours after your original hotel and airfare reservation was made with usYou must include all details required on the form or the price match will not be processedShould the competitor's package not be identical to the package booked with CheapCaribbean.com, you will be ineligible for the program.You may view the terms here http://www.cheapcaribbean.com/terms.jspPlease let us know if you have any further questions.Thank you**Terms and Conditions attachedOnce 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 offer further compensation is being offered at this time

In review - the resort has resolved this matterThe clients in this case fully accepted a night refund offerThe refund was processed by CheapCaribbean.com to the clients credit cards on fileThe following email was then sent to the client on March 7, 2017: From: Customer Care Sent: Tuesday, March 7, 1:PM To: Client Subject: Post Travel CheapCaribbean.com [redacted] Resort OfferMarch 7, 2017Re: Booking # [redacted] Dear Client,We would first like to take this opportunity to thank you for your patience while we received a response from [redacted] *** Resort & Spa 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 [redacted] Resort & SpaIt is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our websiteWe regret any inconveniences that you may have experienced and we thank you for providing us with your valuable comments and feedback.CheapCaribbean.com is pleased to advise that the resort has authorized a three (3) night refund for your reservationAs a result, we will be refunding a total of $ The refund will be split between the two credit cards on fileEach card will receive a refund of $to cards ending in [redacted] & ***Please be advised that it can take up to 7-business days for the refund to show on your credit card, depending upon your financial institution.Please be assured that we will continue to work directly with the resort management at [redacted] Resort & Spa 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 experienceThank you again for choosing CheapCaribbean.com!Best regards, At the matter has been fully resolved no further refund or compensation is being offered at this time

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: their response is a flat out lieTheir booking agent DID NOT CLEARLY tell me I will not get a room at 2am in the morning that is why I had her call the resort to confirm because "IF" they have room" is not acceptable at 2am therefore I would not have said "that's perfect!" On top of this blatant lie, I booked an excursion through their affiliate [redacted] AFFILIATE For Tuesday 9/for 8:amMy sister and I were in the lobby of the hotel waiting since 8am and the driver never stepped into the lobby to call out the name of the excursion LIKE other ones normally do! He left at 8:leaving a note and they refuse to refund my $for the excursion I never went on!! I have filed a dispute with my credit card companyThey continue to finagle people with outrageous flight routes and times and you are letting them get away with it because they have allowed terms and conditions to cover them??! Really??! Regards, [redacted] ***

After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on 4/15/ The client purchased round trip airfare from CLE to CZM, night stay at the Secrets Auro Cozumel The client purchased this vacation for passengers to travel 4/27/thru 4/27/at a total cost of $ The client opted not to purchase the Enhanced or Standard Travel Insurance option available at the time of booking A trip cost breakdown is as follows: $Hotel ($per person per night) $Airfare $Transfers & Excursions $Total Package • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and ConditionsIf 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 $per-person fee, a $per-ticket airline fee, and up to a 100% hotel penaltyA 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 authorityCheapCaribbean.com, Incand 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 days after the termination of this trip, all parties are released from further liability Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions 4/received a call that the client encountered a flight delay, advised of their new arrival timeWe emailed the resort and [redacted] an update on their arrivalClients advised that because of the delay the airlines would be transporting them personally to the ferry for further transfer to the resort 4/we received no further correspondence from the client until after they returned homeAdvised that they had issues with their luggage and was without their luggage while in destinationIn review of their reservation travel insurance was not purchasedAdvised incident such as this the client would have filed a claim out of pocket expenses The client was advised to remain in contact with the airlinesClients advised they had been given a claim number Client also claimed they did not take the one way transfers as booked with us on their arrivalTold them we would contact [redacted] 5/we received a chargeback notice claiming they were unaware of the cancellation policyFor verification of their arrival we reached out to the resort Below is the resorts reply: Enclosed you will find the register card from Mr & Mrs [redacted] We verify our system if we have any type of complaint or inconvenience during their stay, but we do not have any type of complaintOur staff was in contact with them and they always said that they had a great timeIf you need any additional information, please do not hesitate to contact us as soon as you can, Best Regards Manager Secrets Aura Cozumel & Sunscape Sabor 5/we contact UA –advised that they had confirmed the baggage were deliveredThe client told UA that there was items missingUA advised the client to fill out the claim form and file a claim with UAThis would take – weeksUA said forms could be found @ www[redacted] .com/claimform 5/we notified clients they would not be charged for one way transfer by [redacted] Advised a refund was being processed in the amount of $to their credit card on file SEE ATTACHED FOR SCREEN SHOT OF INSURANCE OPTIONS DURING BOOKING: ENHANCED AND STANDARD In part the terms and conditions: (also see attached for full terms and conditions) LUGGAGE AND PERSONAL PROPERTY When you fly to and from your destination the Conditions of Carriage apply, some of which limit or exclude liability The Conditions of Carriage are available by requesting them in writing from the carrier or by request at the airportSome airlines do not cover damage to soft-sided luggageThe airlines' maximum liability for loss, damage or delay to checked baggage is limited to $per ticketed passenger domestically and $per pound up to lbsper ticketed passenger for international travelThese limits will apply unless an excess valuation is declared at the time of check-inAll lost or damaged luggage must be reported to an airline representative at the destination airport by the passenger before you leave the airportChecked baggage taken from the terminal building at the destination will be considered to have been received in good condition and no claim for loss or damage will be accepted after baggage has been removed from the terminalThe maximum liability of the ground transportation company in resort for lost or damaged property is $Loss or damage must be reported immediatelyCheapCaribbean does not accept liability for client luggage or personal property TRAVEL PROTECTION CheapCaribbean.com offers our clients the opportunity to purchase a travel protection policy with Aon for their reservationWe strongly recommend our clients purchase one of the travel protection policies offeredThe Enhanced Policy must be purchased at the time of bookingCancellation under the "cancel for any reason" benefit in the Enhanced protection plan must take place at least hours prior to departureCancellation under the Standard policy must take place prior to departureLack of cancellation will result in a claim being deniedClaims will be processed according to the policy that is purchased and the customer is solely responsible for filing this claimAfter filing a claim with Aon and pending their approval, passengers will be issued a reimbursement check up to 75% of the nonrefundable trip cost, less the price of travel protectionAny reimbursement issued to the client through an travel protection claim will be issued by Aon in the form of a reimbursement checkRefunds will NOT be issued to a credit cardCheapCaribbean.com will not issue a Future Credit Voucher or refund in the event that a claim can be filedIf a customer chooses not to purchase travel protection, cancellations will be processed in accordance with the CheapCaribbean.com cancellation policyPolicy: the total you paid for airfare and hotel cost less a $per adult (age and above) fee, less a $per person airline fee, less any hotel cancellation fees (can be up to 100%, based on hotel and dates)The remaining balance after these fees have been deducted will be issued to you as a Future Travel Credit Voucher The client is fully responsible for this chargeAll remaining services that the client purchased was a 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 with the airlines and the delivery of their luggageCheapCaribbean in this case is unable to refund for any loss directly to the clients unless the airlines authorize us to do soAny further concerns regarding their luggage we suggest they remain in contact the airlines Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this

After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on 4/18/ The client purchased round trip airfare from PIT to GCM, night stay at the [redacted] Grand Cayman [redacted] Beach The client purchased this vacation for four passengers and herself to travel 7/19/thru 7/24/at a total cost of $ A trip cost breakdown is as follows: $Hotel (Room #1: pax = $each) (Room #2: pax = $each + pax $154.77) $Airfare ($per pax) $ Resort Fees $ [redacted] Enhanced Insurance ($-100.00) Promo Discount $ 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: “Changes to dates, destinations, hotel, air itinerary, etccan be made at any time for a Change Fee of $per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.” “The information, software, products, and services published on this web site may include inaccuracies or typographical errorsIn particular, Cheapcaribbean.com, Incand its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliersHotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Incand its affiliates do not guarantee the accuracy of the ratings” “CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Incor its affiliatesAll such information, software, products, and services are provided "as is" without warranty of any kindCheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringementThe carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc are independent contractors and not agents or employees of CheapCaribbean.com, Incor its affiliatesCheapCaribbean.com, Incand 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 CheapCaribbean.com, Incand its affiliates have 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 or acts of any government or authorityIn no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.” 7/11:43am the client contacted us to say they encountered a flight delay and would be arriving to the resort later this night 7/10:12pm the client called to say they had encountered severe weather and requested a shift in date as the flight was not departing till the following day 7/7:39am the client was notified the resort had honored their request for a shift in dates arriving on: July 20, and departing on July 25, Per American Airlines records they shifted their return date to 7/25/9/the client called CheapCaribbean.com to express her dissatisfaction with the payout from [redacted] (due to their delay) and what each passenger had received from [redacted] It was explain to the client that our site does show an overall average per person and the insurance was based on the overall package price and that she would need to speak to [redacted] regarding her concerns about the payout In this case the client booked all passengers and requested rooms As one of the rooms included passengers the 3rd passenger in the 2nd room was provided a discounted rate by the resortThe cost breakdown was then provided to the insurance company to ***9/the clients call was returned at her requests – she was not disputing the overall amount received in total, just the way it was disturbed to all passenger on the reservationIt was then again explained that since she had filed a claim and disapproved of the way the funds were recieved she would need to speak to [redacted] directly While we sympathize with the client’s disappointment with the Insurance reimbursement issued, however this is determined solely by [redacted] Insurance and the Underwriter [redacted] informed us the passenger were issued reimbursement for their out of pocket expenses as well as a missed night Note that the clients did not miss any nights purchased They purchased a night stay from CheapCaribbean.com and received a night stay at the resort We worked with the hotel to ‘shift’ the clients travel dates when notified of their delay Rather than staying their original dates of 7/19/to 7/24/15, we worked to change the dates to 7/20/to 7/25/without additional cost to the clientsAgain nights purchased and nights received Per *** Insurance they reimbursement each passenger as follows: Pax #$ – Room #Pax #$ – Room # Pax #$ – Room #Pax #$ – Room #Pax # $ - Room # We also have been notified that two of the clients have submitted a claim with [redacted] for luggage damaged [redacted] has advised that they have contacted the clients for some additional information needed To date [redacted] have not received the additional information needed to complete the claim If the client has any further questions or concerns about the reimbursement they received they may contact [redacted] at: [redacted] Once again, we reiterate our sincere apologizes for any difficulties they feel they may have encountered with our Customer Care Department We’d like to thank the client for her feedback and will review all calls for ongoing training purposes and to improve our performance Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this *Attached are CheapCaribbean.com Terms and Conditions *Attached [redacted] Enhanced Policy

After review of the case, the following actions were taken by CheapCaribbean.com: The client booked a vacation with a CheapCaribbean.com representative on January 10, The client purchased round trip airfare from ALB to SJU for night’s stay [redacted] and Round Trip Airport TransfersThe client purchased this vacation for passenger to travel 3/7/– 3/14/at a total cost of $Travel Insurance options were declined when offeredA trips a costs breakdowns is as follows: $- Hotel $- Airfare $ - Transfers $Total Package During the online booking process the client is read the terms and conditionsIf 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 documentsChanges to or cancellation of your reservation will incur a $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 changeUpon cancellation, a credit towards future travel will be issued for the balance remainingYou have purchased [redacted] ’s standard travel insurance as part of this package, which includes hurricane and weather protectionThis policy is nonrefundable after daysYou will receive a separate email from [redacted] Global Assistance containing your policy confirmation and certificate of coverage within 1-business days which can be used to view a full schedule of benefits for the policy you purchasedPlease note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit cardAdditionally, the deposit amount includes a $deposit feeThe remaining balance is required at least days prior to trip departureFuture payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoiceYou are also able to log into your CheapCaribbean.com account and apply payment prior to the due dateIt is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due dateIn the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelledIt is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itineraryCheapCaribbean.com is not responsible for denied boarding due to improper documentationYou 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 purchasePlease note that it is also your responsibility to confirm your flights directly with the airline hours prior to travelFinally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fineVisit www.tsa.gov and click on “prohibited items” for more informationDo you agree to these terms and conditions?” - The client must agree before you proceed with the bookingIn review of the reservation: 3/13/– client contacted us to advise her flight was cancelled for their departure the following dayClient advised that she will check with the airlines for stand by statusThe agent in the meantime contacted the resort for a distress overnight rate due to the flight cancellation3/14/– client contacted us to advise again of the delay and that the resort was not able offer them a room due to availabilityThey then rebooked nights at the [redacted] 3/15/- the agent still in contact with the client – advised that their united flight is showing some seat however they would need to contact the airlines as we no longer had access to their airlines ticketsClient apparently calls however availably seen by the agent is no longer available 3/16/– remaining in contact with the client the agent advised that she does not see availability with the airlines for today3/17/- we again emailed the client stating that we see they were able to secure a seat for departure this day As travel can be difficult for a wide variety of reasons, CheapCaribbean.com does provide insurance to all client for travelThe value in carrying insurance is for those unexpected circumstances that arises from lost luggage, injury, delays to any out of pocket expenses caused by such delaysOnce again, we reiterate our sincere apologizes for any inconveniences they may have encounteredOur aim is always to provide the best service and we hope that they will give us another opportunity to prove thisAll services are rendered in full