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CheapCaribbean.com, Incorporated

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Reviews Travel Agency CheapCaribbean.com, Incorporated

CheapCaribbean.com, Incorporated Reviews (567)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
While it is true I did receive a document after I booked the vacation it did not have the flights I had originally selected.  I am not asking for anything at this time other than for them to provide better customer sercice I admit I should have more closely reviewed the bookin at that time but it doesnt mean that they should not make an effort to help when an error has occurred.  I made the assumption that what I originally selected was what I got but they were no help at all.  Good customer service gets passed along bad customer service gets passed even farther anf faster.  No business should have a good Revdex.com rating with this many complaints where only a fraction were actually resolved.  Bad customer service = bad business
Regards,
[redacted]

After review of the case, the following actions were taking by CheapCariibean.com:The client booked a reservation online on 7/13/17The client purchased round trip airfare from LGA to SXM , 4 night stay at the [redacted]The client purchased this vacation for 2 passengers to...

travel 9/21/17 thru 9/25/17 at a total cost of $2677.22. Client opted out of purchasing travel insurance.A trip cost breakdown is as follows:$1889.28 Hotel$758.94 Airfare$29.00 Deposit Fee$2677.22 Total PackageDuring the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. Our Terms specifically state: This vacation is nonrefundable and nontransferable Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations. CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time Services are provided "as is" without warranty of any kind CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability   Charge Now: $USD Charge on XX/XX/XXXX: $USD Total Price: $USD Total Price: $USD Balance $ I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions In review:9/7/17Client called as the resort she was travelling to was closed due to damage the resort suffered from the recent hurricane.The client decided to cancel her reservation. Per the terms and conditions of the company, agreed to at the time of booking. A CheapCaribbean.com Future Credit was issued less airline (per airlines contract = $200 pp) cancellation penalties with an expiration date set from one year of booking.  Credit issued: 2248.229/16/17Client called and rebooked her vacation to the [redacted] Resort in Los Cabo, Traveling 9/21/17 – 9/25/17.  Her CheapCaribbean.com Future Credit was applied to this new package.Once again, we reiterate our sincere apologizes for any difficulties they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.No further credit or compensation is being offered per the terms of the agreement at the time of booking.*Terms and Conditions Attached.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
We bought and paid for this vacation through Cheap Caribbean and not the airline. Therefore it is the responsibility of Cheap Caribbean to return our money and not our responsibility to talk to the airline to get our money returned. This is a pretty bad way to treat people who get vacation through Cheap Caribbean and I will put the word out of how we were treated by Cheap Caribbean and they do not honor there end of the bargain on vacations.
Regards,
[redacted]

After review of the case, the following actions were taken by
CheapCaribbean.com:

size="3">
The client booked a vacation
with a CheapCaribbean.com representative on 12/3/14
The client purchased a 6 nights
stay at [redacted] Palm Beach & Spa and
Round Trip Airport Transfers and Insurance
The client purchased this vacation for
2 passengers to travel 10/15/14
to 10/21 at a total cost of 253.70
A trips a costs breakdowns is as follows:
$180.00 –
Hotel
$56.60 – Transfers
$17.70
Insurance
$253.70 Total
During the online booking
process the client is read the terms and condition. 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 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 documents. Please note that once I submit your
reservation, the entire amount will be charged to your credit card. Once
charged, it is non-refundable. Changes to or cancellation of your reservation
will incur a $50 per person fee, plus any applicable air and resort penalties
and any increase in price resulting from the change. Upon 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
coverage. The Standard illness and injury coverage is available for purchase up
until 72 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 date. You 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. Lastly, 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. Please note,
it is your responsibility to confirm your flights directly with the airline 24
hours prior to travel. Do you agree to these terms and conditions?” -The client
must
agree
before you proceed with the booking.
In review of the reservation:
12/3/14
The client purchased his vacation with CheapCaribbean.com for his
stay at [redacted] Palm Beach & Spa resort in a Superior Garden View Room
including transfer and insurance only.
No other charges were made to the client card on file
All other purchases in which the client made outside of this package
while traveling would be at the client’s discretion and agreement with other
merchants.
CheapCaribbean.com is not responsible for any charges/agreement outside of this package which the client entered into  and agreed too while on
vacation
No further compensation is
being offers at this time. All services are rendered in full as provided that were
purchased with CheapCaribbean.com.

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 5 night’s stay [redacted] The client...

purchased this vacation for 2 passengers to travel 7/2/17 – 7/7/17 at a total cost of $3379.19 A trips a costs breakdowns is as follows:$1526.86 - Hotel $1677.66 - Airfare$ 225.00  - Resort Fee$3429.19 Total Package Fee 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 [redacted]’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 [redacted] 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:6/03/17 the client called to get the cheaper price she saw listed on our site 24 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 $50 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, 2017 7:52 PMTo: CheapCaribbean Reservations Subject: Price adjustmentHelloI booked a vacation with flight & hotel yesterday for $3429.19. I was on the website this morning and saw the same trip was $3283.84. 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 details. However, I still did not get the adjustment. There is a price match guarantee posted on your website that was not honored. I hope there is something you can do. Thank you. Booking #[redacted]Email to client - Sent: Saturday, June 03, 2017Hello,We have looked into this for you. When you spoke with the agent she advised that we would be refunding $50.00 back to your credit card on file. This has been sent to our refund department. Please allow 7-10 business days to see this back on your credit card.Thank youEmail to client - Sent: Saturday, June 03, 2017 10:33 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 system. You attempted to secure the reservation at the lower price and were unable to due to the pricing of the airline tickets increasing. At 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 $50. You had stated to the agent that you understood this and accepted this. On 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 website. We do not match our own site. POST-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 difference. Email [email protected] to be sent the instructions and application. This information will be sent to your email address automatically upon receipt of your email. The form requires a screen shot of the competitor's package and pricing details of what is included in the package no more than 24 hours after your original hotel and airfare reservation was made with us. You must include all details required on the form or the price match will not be processed. Should 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.jsp. Please 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.

After review of the case, the following actions were taking by...

CheapCariibean.com:
 
The client booked a reservation online on  1/11/16
The client purchased round trip airfare from BUF to AUA, 6 night stay at the [redacted] Aruba Paradise Island
The client purchased this vacation for 2 passengers to travel 1/22/16 thru 1/25/16 at a total cost of $4697. Declined insurance
A trip cost breakdown is as follows:
 
$1017.80 Hotel
$604.52Airfare
$1622.32 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. 
 
Please review the Terms and Conditions of your trip:
 
This vacation is nonrefundable and nontransferable
Changes or cancellations will be charged a $50 per-person fee, a $200 per ticket, per airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
Services are provided "as is" without warranty of any kind
CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
CheapCaribbean.com, Inc. will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed.
FAA "Hazardous Materials Restrictions" - Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your person. A violation can result in five years' imprisonment and penalties of $250,000 or more (49 U.S.C. 5124). Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives and radioactive materials. Examples: Paints, lighter fluid, fireworks, tear gases, oxygen bottles, and radio-pharmaceuticals. There are special exceptions for small quantities (up to 70 ounces total) of medicinal and toilet articles carried in your luggage and certain smoking materials carried on your person. For further information contact your airline representative. Please ensure your passengers are fully aware of and understand these restrictions as a violation will result in imprisonment and financial penalties.
 
In review:
1/21 client called to cancel her reservation due to weather, offered alternative flight option which were declined.  Advised we would reach out to the resort to see if the resort was willing to waive cancellation fees due the weather related cancellation.
 
1/22 the client called for a status update on her cancellation and requested we added noted that she didn’t want a credit but rather a refund
 
1/22 later that day we received a response from the resort willing to waive cancellation fees.  The airlines also waived their fees. Due to our non refundable policy agreed to at the time of booking we issued the client a “full” CheapCaribbean.com Future Credit in the amount of 1622.32, due to expire January 11, 2017. Please see the voucher attached. 
 
1/25 client called on 1/25 demanding a refund.  Explained per the terms she agreed to a future credit was issued.
 
The following email was sent to the client;
From: CheapCaribbean Reservations
Sent: Monday, January 25, 2016 4:54 PM
To: XXXXXXXX
Subject: CheapCaribbean [redacted]
Good evening,
We have tried to reach you by phone and was not able to leave a message. We are very sorry to hear you were not able to travel due to the unfortunate snow storm. We are glad to see that the resort and airlines will not be charging any fees for the cancellation. Please note, Cheap Caribbean is a non refundable company and unable to refund you in full for the reservation per our terms and conditions (link below). We do understand that the reason for cancelling was out of your control however, Cheap Caribbean does offer travel insurance for instances like this. We have issued you a full future credit with Cheap Caribbean in the amount of $1622.32.
 
Thank you and have a great day!
 
The client is fully responsible for this charge.  The client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking.
 
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I am sending you two advertisements: one with the current cost for 8 days/7 nights with food for $2,489 and one with the current cost for 8 days/7 nights without food for $1,749. The difference in cost is $740. It is clear that CheapCaribbean is dishonest about the cost of no meal plan vs. all-inclusive. CheapCaribbean charged me and my wife a $348 to convert the plan to all-inclusive. CheapCaribbean is NOT consistent with their pricing. In addition, I am forwarding a correspondence from the New Jersey Department of Consumer Affairs stating that they are forwarding the case to the Pennsylvania Attorney General (please see attached).There are three attachments along with this response.Please advise.
Regards,
[redacted]

First of all they don't even know what they are talking about, I purchased a trip for 5 including myself & have no idea who the person is that they mentioned as my travel companion in their response.  Actually I called 4 & 5 Aug given the run around several times & additional dates prior to the 15 Aug change. I understand the agreement that was not my concern. My concern is pretending to go through the motion to notify a customer of something & giving them 24 hrs over voicemail to accept or deny when the initial reservation is sent over email or the representative just takes it upon themselves to do what they want, leaving the customer w/ the issue of being at the mercy of the company. Yes I am very upset w/ the way they handle business & the games they play about reviewing phone messages to see if things were done appropriately, of course they come back saying they did everything right. I contacted Melanie R & after 3 attempts (Mr. P[redacted] & Ms. L[redacted]) actually found the name of the current president Mr. D[redacted] who I emailed & never heard back from as the other 2 messages were sent back because they are no longer Presidents w/ the company more than likely based on how the business handles customers. 
As the trip is quickly approaching & it appears I would not be compensated in a way I desired prior to those dates, I decided to request the resort change fee be waived & move closer to civilization. It shows lack of customer service & attention in the inaccurate response the company provided. Thank you for all of the continued apologies & the waived resort change fee. The business should really look in to notifying customers in the same manner the reservation is sent & not proceeding w/ a reservation if genuine efforts have not been made to contact & confirm things of note w/ the customer. 
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

After review of the case, the following actions were taken by CheapCaribbean.com: The client booked a vacation with a CheapCaribbean.com representative on 10/5/16The client purchased round trip airfare from PHL to PUJ for 4 night’s stay [redacted]The client purchased this...

vacation for 2 passengers to travel 3/10/17 – 3/19/17 at a total cost of $1829.07 A trips a costs breakdowns is as follows:$2,205.00 – Hotel ($245.00 per night)$1,069.52 – Airfare ($534.76 per person)$3,274.52 - Total During the online booking process, the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged.    During the booking process the CH was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking is not processed and the credit card is not charged.  Our Terms specifically stated: If cancellation of this reservation is requested less than 24 hours from the time of purchase CheapCaribbean.com will offer you the option of a refund to the original form of payment or retaining a credit to be used towards a future purchase. After 24 hours, this vacation is nonrefundable and nontransferable. If requesting cancellation contact must be made with an Existing Reservation Agent less than 24 hours after finalizing the purchase. CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes Changes or cancellations made more than 24 hours after purchase will be charged a $50 per-person fee, a $200 per ticket, per airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations. If cancellation is requested more than 24 hours after purchase a Future Credit Vouchers will be issued less fees and will expire one (1) year from book date Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time Services are provided "as is" without warranty of any kind CheapCaribbean.com has no liability and will make no refund in the event of any delay, a cancellation more than 24 hours after purchase, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability CheapCaribbean.com, Inc. will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed. FAA "Hazardous Materials Restrictions" - Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your person. A violation can result in five years' imprisonment and penalties of $250,000 or more (49 U.S.C. 5124). Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives and radioactive materials. Examples: Paints, lighter fluid, fireworks, tear gases, oxygen bottles, and radio-pharmaceuticals. There are special exceptions for small quantities (up to 70 ounces total) of medicinal and toilet articles carried in your luggage and certain smoking materials carried on your person. For further information contact your airline representative. Please ensure your passengers are fully aware of and understand these restrictions as a violation will result in imprisonment and financial penalties.   In review of the reservation: The client was assigned Booking #[redacted] for this reservation.  After the transaction was finalized a Travel Voucher Receipt was issued for the purchase to the email address, on file. This document contained all of the information that the clients needed to travel on the reservation as well as our contact information and an abridged version of the terms of the purchase. The clients were uneasy before departure about the resort’s readiness during their travel dates.  The client was advised that they are welcome to alter the reservation and as a customer services gesture we would waive the change fee.  The clients chose to travel to the hotel despite their hesitation. The clients chose to leave the reservation and then didn’t contact us until after being at the resort for nine days and eight nights.  The client sent an email on March 18th seeking assistance with their rooms.  The clients were mistakenly under the impression that they would be in an adult’s only section of the hotel, however this is not what was purchased.  The resort only allowed CheapCaribbean to sell this particular room category to adults. This was due to safety reasons. But the resort informed us that if a client approached the hotel requesting this room they would have to sign a waiver accepting liability. Then a family would be allowed to use these rooms.  The clients were provided with the services exactly as purchased.  Again ten days and nine nights the clients were at the all-inclusive property not only utilizing the room services but also all meals, snacks, alcoholic and non-alcoholic drinks, amenities, entertainment, activities, and services.  And there was no dissatisfaction reported for eight nights.  As a customer service gesture the resort approved a one night refund for the clients and this was issued to the clients [redacted] on June 21, 2017. Therefore the disputed amount of $3,274.52 is a violation of issuer regulations stating that Unjust Enrichment must not occur.  The client only paid CheapCaribbean.com a total of $3,029.52.  The client is fully responsible for this charge.  The client used all services in full as purchased and proof of satisfaction us being provided. The resort authorized a fair partial to the client. Please see the attached documents including the trip summary, resort description, the Travel Voucher Receipt that was issued to the client at the time of purchase and the Terms and Conditions.   The client did disputed the charges with their credit card company. We have since been notified by the client’s credit card company that they accepted the charges and closed the dispute in our favor. Once again, we reiterate our sincere apologizes for any inconveniences they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.  All services are rendered in full.

Complaint: [redacted]I am rejecting this response because they still have not shown the breakdown of the hotel details which should indicate the extra charge for ocean view.
The terms and condition only indicate the overbooking however this should not apply to ocean view charges that were not given.
 I am not asking for full reimbursement only for the extra charge for the ocean view.
Again I also think the Revdex.com should make consumers aware that booking through online agencies such as this put all the responsibility out of the hands of both the online travel service and the vendors they are booking.
The online vendor has not been at all punitive to these vendors that continue to allow the overbooking since this looks like this is not the 1st time so therefore both the vendor & online service benefit while the consumer is helpless.Regards,[redacted]

From: [redacted] <[redacted]>Date: Tue, Apr 5, 2016 at 4:42 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[redacted]>The...

company has been contacting me, attempting to resolve the issue. However, they are not understanding that the issues are multi-factorial and that I'm done having my flights moved around to times I did not pay for. I am requesting a refund of the up-charges I paid that were falsely advertised on their website as options to choose from for flights. No further direct communications will be acknowledged between myself and Cheapcaribbean.com; all correspondences will need to be directed thru Revdex.com.org and the complaint file (#[redacted]). I personally do not have time to spend countless more hours negotiating away my hard-earned cash just for them to keep it. I desire a refund on the up-charges, I do not want my flights changed again since they have already stated they cannot get me back on the original flights I paid extra for.Thank you for your attention to my issues and your assistance in helping resolve this complaint by documenting this email in the file.[redacted]

After review of the case, the following actions were taken by CheapCaribbean.com:
• The client booked a vacation with a CheapCaribbean.com representative on 4/21/15
• The client purchased round trip airfare from SJU to SXM for a 4 night stay at
[redacted] Point
• The client purchased this...

vacation for a total cost of 1423.05
A trips a costs breakdowns is as follows:
$1383.04 Hotel
$190.01 Airfare (one passenger)
$50.00 Promo
$1423.05 Total

• During the online booking process the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged.
“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 as posted 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. 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 coverage. Insurance must be purchased today; policies are not available for purchase at a later date. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. It is your responsibility to ensure that you have the proper documents to enter, connect through, or stop at 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 it is 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.
In review of the reservation:
4/21 Client called and booked her reservation with an agent. Call was reviewed: It was determined in the call that the client and agent were not on the same page as they spoke about several different properties and pricing. The agent did however recap all the details about the booking prior to charging. The agent did recap with the client on the phone: [redacted] Beach Resort,recapped the names of each of the passengers and the amount to be charged.
4/22 the client did in fact call to advise that she was booked at the wrong resort. After listening to the call we determined the issue and offered to change the resort the [redacted] in a Junior Suite. As a gesture of customer service we changed the reservation at a discounted rate and charged her card on file with her permission.
4/24 the client contacted us again to discuss her dissatisfaction. Again as a loyalty gesture towards our client we offered her $100 in a Future Credit toward an excursion. Client accepted the offer.
Client called in later this day and asked to have her documents resent and wanted to know what the last notes in her booking read. The agent advised the booking had noted a $100 credit towards an added excursion. Client told the agent she will be calling back to book at a later date.
This was clearly a communication issue between the agent and the client. We again are sorry for the confusion this may have caused. 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 time. All services are rendered in full.

Complaint: [redacted]
I am rejecting this response because:
I did not book this reservation online. I called cheapcaribbean.com, not luxury Bahia. All responses have been generic and Cheapcaribbean.com has failed to take responsibility for their own business practices. Also, as I stated we booked with four people and the reservation was split up on cheapcaribbeans.coms side. 
Regards,
[redacted]

We again are sorry for any of the inconvenienced the client encountered when they arrived at the resort.  
All aspect of the clients reservation were confirmed prior.  We offered the client assistance indestinaiton and under the circumstance the client changed resorts and agreed to the charges preformed.  
Our position at this time does 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 April 13, 2017The client purchased round trip airfare from [redacted] for 4 night’s stay [redacted] and Round-Trip Airport Transfers....

 The client purchased this vacation for 2 passengers to travel 5/7/17 – 5/11/17 at a total cost of $1420.70Reservation Cost:$816.20 - Hotel $548.10 - Airfare$ 56.00 - Transfers$1420.70 Total Package During the online booking process, the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged.   ”By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp . Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Any remaining credit will be issued in the form of a future travel voucher unless the change is made within 24 hours of booking and meets all requirements for refund. Additionally, please be advised that Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. “ In review of the reservation:5/6 Client called to say they missed their flight because of parking and the wait line. She mentioned she needed assistance. The agent reviewed some alternate flight options and assisted her as much as possible with a flight out for the following day. The client was also being assisted by the airlines while on the phone with the agent. Once a flight was confirmed, the following email was sent to the transfer company and the resort notifying them of her delay: EMAIL TO RESORT AND [redacted] From: CheapCaribbean Reservations Sent: Saturday, May 6, 2017 11:56 AMTo: ResortCc: Transfer Company Subject: [redacted]URGENT DATE SHIFT REQUEST[redacted] Booking Number [redacted] Importance: HighRE: BOOKING NUMBER [redacted] RESORT CONFIRMATION NUMBER [redacted]Hello The below reservation has requested a shift in dates due to flight changes. Please confirm a new check-in date of 5/7/17 and a new check-out date of 5/11/17. Please confirm this shift can be done under the original rate code of [redacted]Thank you for your assistance and we look forward to your prompt response so that the client may confirm their airline reservations.The client was also advised to contact the airlines directly, as she was upset with their service levels. 5/7 The client contacted us: she arrived at the resort and told by the resort that they do not the room she booked and will be placed in a standard room. We advised we would speak to the resort directly.In contacting the resort, they could offer the client an Ocean View Room with the [redacted] perks/amenities with an offer to refund the difference to her in room categories. On 5/22 a refund was processed to client’s card on file in the amount of $124.20All remaining services that the client purchased were rendered in full per the Terms and Conditions that the client clicked and agreed to during the online booking process. We are very sorry to hear of their disappointment with their recent reservation. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of airlines, vendors and properties that we carry on our website. We regret any inconveniences that they may have experienced. 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 agreed to at the time of booking[redacted]

After review of the case, the following actions were taking by CheapCariibean.com:
 
The client booked a reservation online on 12/28/16
The client purchased round trip airfare from JFK to BDA, 4 night stay at the Grotto Bay Beach Resort All Inclusive
The client purchased this vacation...

for two passengers to travel 2/11/16 thru 2/15/16 at a total cost of $2084.38
A trip cost breakdown is as follows:
 
$1275.86 Hotel ($159.48 per person per night)
$632.52Airfare
$151.00Transfers & Excursions
($25.00) – Deposit Fee
$2084.38Total Package
 
During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging.  Our Terms specifically state:
This vacation is nonrefundable and nontransferable
Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
Services are provided "as is" without warranty of any kind
CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
 
Charge Now: 
$USD
Charge on 08/03/2014: 
$USD
  Total Price: 
$USD
Total Price:  $USD
Balance
$
I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions
 
 
Per our records;
 
12/28 Client called in to see about changing destinations//client is unsure where she would like to go///advised client to research where she wants to go & contact us asap to change
 
12/28 Client called back to change reservation to [redacted] Resort and Spa in Antiqua. Reservation was update and client was advised of the additional cost of $434.87 to make the change. Client agreed to the charges and reservation was processed.
 
2/16 client contacted us upon her return with her feedback. As a gesture of customer service the client was then offered $100 as a gesture of customer service.
 
2/25 the following response was then sent to our client:
 
 
February 25, 2016
 
Re: Booking #[redacted]
 
Dear **. XXXX,
 
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 [redacted] Resort and Spa. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our website. We regret any inconveniences that you may have experienced.
 
We have contacted the resort to inform them of the concerns you encountered during your stay as well as the information that you have brought to our attention. We will continue to work directly with the resort management at [redacted] Resort and Spa to ensure that our clients are provided with the service that they expect and deserve.
 
It is unfortunate that your vacation was tarnished by the injury that you sustained during a jet ski excursions. We are very sorry to hear of the incident that you described. Regrettably, CheapCaribbean.com is unable to intervene in cases involving injury or with excursion purchased while in destination due to liability reasons. All matters of this nature would need to be addressed directly with the excursion company, as they would be best able to assist you. 
 
Please, also, be advised that CheapCaribbean.com offers travel insurance on all reservations. As insurance was not purchased, you would be unable to file any type of claim for any entitled reimbursement due to the injury that you sustained at the resort.
 
Your documents contained a voucher which states “if you need to contact us while on vacation, please call our Destination Help Desk”. Your documents also contained the contact telephone number and email address to our main offices, which are open daily from 5am-Midnight EST; this information is located within your travel documents. As you are aware, CheapCaribbean.com was not contacted until after you returned from your trip. Regrettably, it is quite difficult to repair a broken vacation upon return. Had we been given the opportunity to try and repair things while you were in destination, your trip may have been more satisfying to you in the end.  Per your vouchers:
 
If you need to contact us while on vacation, please call our Destination Help Desk:
·         Calling from the Dominican Republic: ###-###-#### (TOLL FREE)
·         Calling from Mexico: 00###-###-#### (TOLL FREE)
·         From any other destination: ###-###-####
Some resorts will charge a minimal access fee to dial a toll-free number, and some resorts will not allow toll-free calls. In these infrequent cases, please dial ###-###-####.
 
Regarding the quality of food, this is subject to the individual and always as a matter of personal taste. Per your comment regarding additional cost for dining. We sincerely apologize if you were unaware of this information. Our site does included the following information:
 
DINING
This hotel includes unlimited food and drinks, but some dining restrictions may apply. Please check with the front desk for details. The a la carte-style restaurants are on a rotating schedule, with a different one featured each night.
 
Ristorante Bocciolo Type: Italian Hours: Daily, 6:30pm-10pm Description: Italian restaurant with an antipasti bar and an a la carte menu featuring house-made pasta. Reservations required and note: this restaurant is an additional cost ($30 per adult and $15 per child.)Dress code: Long pants and collared shirts for men.
 
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), as offered we are depositing $100.00 in Sun Dollars into your customer account here at CheapCaribbean.com. Sun Dollars can be used up to $100.00 per new reservation package that includes a resort and airfare. Please note that Sun Dollars are valid for two (2) years and cannot be combined with any other promotion. We offer a broad spectrum of properties, and there is no question that we can find something you will enjoy.  
 
While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience.
 
Thank you again for choosing CheapCaribbean.com!
 
 
Warm Regards,
 
Customer Care Department | www.CheapCaribbean.com
Toll Free: ###-###-#### | Fax: ###-###-####
Office Hours: Mon-Fri 9am-8pm EST
 
 
 
The client is fully responsible for this charge.  The client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking which state that changes could be made at any time and services would be rendered “as is”.  The client did not contact until after travel was completed.  At that point our ability to offer compensation is greatly limited as services were rendered in full per the Terms and Conditions.  Had the client contacted us while in the destination we would have been able to immediately address their concerns to assist in rectify them.  When the services are completely rendered in full we are limited to offering the client the compensation offered by the resort. All services that the client purchased were rendered in full per the Terms and Conditions that the client clicked and agreed to during the online booking process.
 
Please see the attached Terms and Conditions that where agreed to by the client at the time of booking.
 
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
 
 
No further 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 response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
I was never told I was to contact anyone if there was an issue.  As stated before, I did complain to the hotel management and they informed me that nothing could be done.  The hotel was filthy and the vacation was the worst we have ever been on. The food was awful and again, not accurately represented.  Cheapcarribean did not provide accurate hotel information (rooms, condition, food(.  If would have known the hotel was in such poor condition we would have stayed elsewhere. I'm shocked that they even list this hotel as an option, but then again it seems they are just after people's money.  The photos on the website are not what this resort looks like. Cheapcarribean falsely advertised this hotel.   I provided photos of the filthy room and ceiling leakage issues and didn't get a response from anyone at Cheapcarribean! So, I find it hard to believe if I called them from the Bahamas that they would have done anything..  I did all I could do and that was to complain to the hotel. 
I feel I should be given back the remainder of money for the hotel.  I can either consult an attorney or make sure my family/ friends/co-workers never book through their site again. 
Regards,[redacted]

After review of the case, the following actions were taking by CheapCariibean.com:
 
The client booked a reservation online on  1/11/16
The client purchased round trip airfare from BUF to AUA, 6 night stay at the [redacted] Aruba Paradise Island
The client purchased this vacation for...

2 passengers to travel 1/22/16 thru 1/25/16 at a total cost of $4697. Declined insurance
A trip cost breakdown is as follows:
 
$1017.80 Hotel
$604.52Airfare
$1622.32 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. 
 
Please review the Terms and Conditions of your trip:
 
This vacation is nonrefundable and nontransferable
Changes or cancellations will be charged a $50 per-person fee, a $200 per ticket, per airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
Services are provided "as is" without warranty of any kind
CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
CheapCaribbean.com, Inc. will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed.
FAA "Hazardous Materials Restrictions" - Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your person. A violation can result in five years' imprisonment and penalties of $250,000 or more (49 U.S.C. 5124). Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives and radioactive materials. Examples: Paints, lighter fluid, fireworks, tear gases, oxygen bottles, and radio-pharmaceuticals. There are special exceptions for small quantities (up to 70 ounces total) of medicinal and toilet articles carried in your luggage and certain smoking materials carried on your person. For further information contact your airline representative. Please ensure your passengers are fully aware of and understand these restrictions as a violation will result in imprisonment and financial penalties.
 
In review:
1/21 client called to cancel her reservation due to weather, offered alternative flight option which were declined.  Advised we would reach out to the resort to see if the resort was willing to waive cancellation fees due the weather related cancellation.
 
1/22 the client called for a status update on her cancellation and requested we added noted that she didn’t want a credit but rather a refund
 
1/22 later that day we received a response from the resort willing to waive cancellation fees.  The airlines also waived their fees. Due to our non refundable policy agreed to at the time of booking we issued the client a “full” CheapCaribbean.com Future Credit in the amount of 1622.32, due to expire January 11, 2017. Please see the voucher attached. 
 
1/25 client called on 1/25 demanding a refund.  Explained per the terms she agreed to a future credit was issued.
 
The following email was sent to the client;
From: CheapCaribbean Reservations
Sent: Monday, January 25, 2016 4:54 PM
To: XXXXXXXX
Subject: CheapCaribbean [redacted]
Good evening,
We have tried to reach you by phone and was not able to leave a message. We are very sorry to hear you were not able to travel due to the unfortunate snow storm. We are glad to see that the resort and airlines will not be charging any fees for the cancellation. Please note, Cheap Caribbean is a non refundable company and unable to refund you in full for the reservation per our terms and conditions (link below). We do understand that the reason for cancelling was out of your control however, Cheap Caribbean does offer travel insurance for instances like this. We have issued you a full future credit with Cheap Caribbean in the amount of $1622.32.
 
Thank you and have a great day!
 
The client is fully responsible for this charge.  The client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking.
 
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

After review of the case, the following actions were taking by CheapCariibean.com:

• The client booked a reservation online on March 5, 2017
The client purchased round trip airfare from STL to CUN, 5-night stay at the [redacted] Cancun
The client purchased this vacation for 6...

passengers to travel 8/3/17 thru 8/9/17 at a total cost of $8218.08
A trip cost breakdown is as follows:
$4530.00 Hotel ($125.83 per person per night)
$2682.00 Airfare
$1006.08 Transfers & Excursions
$8218.08 Total Package

• During the online booking process, the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging.
Our Terms specifically state:
• This vacation is nonrefundable and nontransferable
• Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
• CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
• Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
• Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
• Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
• Services are provided "as is" without warranty of any kind
• CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
• You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
• Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
• Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
Charge Now: $USD
Charge xx/xx/xxxx: $USD
Total Price: $USD
Total Price: $USD
I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions
In review:
While in destination the client contacted us to inquire about moving to another resort as they were dissatisfied with the service levels and conditions of the resort. The client did at this time mention that they had paid for an upgrade directly with the resort.
On the client’s behalf, we contacted the resort to see if the resort would consider waiving any early check out penalties. The agent also contacted Dreams Riviera Cancun for possible availability. Unfortunately, Dreams confirmed that they were not able to accommodate the client’s due to availability. The [redacted], per agreement, was not willing to waive the early check out penalties. The client remained on property for the duration of their vacation.
In regard to the client’s feedback: the client’s comments were posted to our site on 8/15/17. Please see the attached.
Also, to note: Our clients personally also rate the resorts on their return by the number of Palms as seen on our website. The [redacted] overall rating by clients is a a 4 ½ Palms out of 5. Please see the attached.
Please see the attached Terms and Conditions that where agreed to by the client at the time of booking.
Services that the client purchased were renders in full per the Terms and Conditions that the client clicked and agreed to during the online booking process.
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
At this time, no further compensation is being offered.

After review of the case, the following actions were taking by CheapCariibean.com:

• The client booked a reservation online on 7/9/14
The client purchased round trip airfare from [redacted] to [redacted], X 4 night stay at the [redacted]
The client purchased this vacation for herself and another...

passenger to travel 8/4/14 thru 8/8/14 at a total cost of $2379.16
A trip cost breakdown is as follows:
$1060.82 Hotel night)
$1323.34 Airfare
$95.00 Transfers
($-100.00) - Promo Discount
$2379.16 Total Package
Client declined the purchase of travel insurance.

• During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging.
Our Terms specifically state:
• This vacation is nonrefundable and nontransferable
• Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
• CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
• Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
• Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
• Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
• Services are provided "as is" without warranty of any kind
• CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
• You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
• Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
• Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
Charge Now: $USD
Charge on 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

Review of reservation:
After review of our records we show that the client did not contact us prior to their original day of departure. All communication regarding their flight delay was done through the client and the airlines. The clients took it upon themselves to purchase new outbound tickets. We were never aware of their decision. We only were advised of the client “no show” on departure when the client’s mother called on 8/7 to say her daughter was unable to check for the return on [redacted]. Since the client no showed and the airlines cancelled their ticket the airlines were now in control of their tickets. CheapCaribbean was no longer allowed to alter the tickets in anyway.
It was at this time when we called the airlines directly since we no longer had control of the tickets and informed by [redacted] the clients “no showed” so their tickets were cancelled in full.
Client purchased return tickets with **.
The client contacted us upon their return on 8/8 and the following email was sent to the client on 8/9 from CheapCaribbean Customer Care Department:
From: Customer Care
Sent: Saturday, August 09, 2014 10:01 AM
To: [redacted]'
Subject: RE: Online Reservations Services: [redacted] _______________________________________________________________________[redacted... PA [redacted]Phone: [redacted] Fax: ###-###-####August 09, 2014Re:
Booking # [redacted]
Dear [redacted],
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.
Per our records, we received a telephone call on August 07, 2014 from your mother who advised that you were having difficulties checking in for your return flight. Our Ticketing department then contacted Aero [redacted] to inquire on the status of your tickets. Per the information that we received from Aero [redacted] that day, yourself and [redacted] were marked as a “no-show” on your outbound flights from [redacted]) to [redacted] City (MEX) on August 04, 2014, therefore the airline automatically cancelled your return flights. Please be advised that if the outbound flights on a roundtrip ticket are not used, the return flights are automatically cancelled due to TSA and security regulations. At this time, we can only advise that you contact [redacted] directly to inquire on any possible compensation or credit for your flights. For your convenience, we have provided their information at the bottom of this email.
While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience.
Thank you again for choosing CheapCaribbean.com.
On 8/19 the client left us a voice message. We returned the call and left her a message advising if she was seeking reimbursement to reach out to [redacted] directly as we were no longer able to touch the tickets. We also left our contact information if she wished to speak to us again directly. Our records indicate no return call was made by the clients.
The client is fully responsible for this charge. The client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking. Please see the attached documents referencing our Terms and Conditions that were agreed to by the client at the time of booking.
We reiterate our sincere apologizes for any difficulties they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

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Description: Travel Agencies & Bureaus

Address: 2003 S Easton Rd Ste 100, Doylestown, Pennsylvania, United States, 18901-7100

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