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CheapCaribbean.com, Incorporated

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Reviews Travel Agency CheapCaribbean.com, Incorporated

CheapCaribbean.com, Incorporated Reviews (567)

On 10/21/15 CheapCaribbean.com received an email from our client directly regarding their concerns.
After a second review of the reservation CheapCaribbean.com sent the following response to the client on 10/26/15: Dear Ms. XXX
I am writing in regards to your letter
concerning your booking with CheapCaribbean.com. Your reservation was cancelled
in our system so there will be no additional charge to the credit card we have
on file for the balance of your trip.
I have pulled all calls in relation to your
initial booking as well as your follow up calls.
1. Initial Call on August 26, 2015 booked
with an Agent xxx.
During that call you opted for the deposit program, at 28 min 48 seconds, xxx read all terms and
conditions on booking this reservation including all penalties for cancelling
and advising that only a future credit would be issued for any remaining
balance left after penalties were paid.
2. On September 11, 2015 you called in to
inquire about cancelling your trip. During that call with Agent xxx, she explained to you
that with the CC fees and the insurance purchase, you would only be getting an
airline credit of $325.56 per person on the booking with [redacted]. You
then said to go ahead and cancel, however, prior to the agent being to do so
the call was disconnected. The agent tried to call you back but was only able
to leave you a voicemail.
3. On September 15, 2015 you called in and
spoke to Agent xxx
and wanted to know the balance on your booking and when that was due. Xxx advised that your final
payment of $524.82 was due on November 20, 2015.
4. On October 6, 2015, we received notice
from your credit card company that you were charging back the total price paid
for your booking.
5. Before we could reply to your credit card
company, on October 9, 2015, we were advised that the case was closed in
CheapCaribbean.coms favor.
6. That same day, October 9, 2015, Agent xxxx reached out to you to
discuss your vacation to see if still wanted to cancel as your booking was
still active. She reached someone that stated they were you, but then the line
was disconnected. Agent xxx
tried calling back but she was sent to voice mail. Since she was unable to
reach you by phone, she sent an email advising you that your booking was still
active and explained the penalties and future credit with the airline once
again and that if you wished to cancel to please call us so we could assist.
7. On October 11, 2015, Agent xxx sent a follow up email
to advise you that if you wish to cancel your vacation you needed to call us or
your card would automatically be charged on November 20, 2015 for the remaining
balance.
8. On October 15, 2015 we received an email
from you stating that you planned on initiating litigation for unfair
advertising and billing practices, we then sent you a follow up email asking
for you to contact us to let us know if you would be cancelling or traveling
9. On October 21, 2015, since we received you
email stating you were taking legal action, we took the liberty of cancelling
your reservation.
After reviewing all phone calls and emails,
we feel we did everything we could to assist you in cancelling this booking and
advising you of our terms and conditions, both at initial time of booking and
during every follow up call and email. Please be advised that you do have
credit with [redacted] in each of the passengers names for $326.56 that
can be used up to one year from the date of cancellation (October 21, 2015).
Should you need anything further, please do not hesitate to contact me
directly.
XXXXXXXXXXXX | Director of Contracts and Risk Management |
Direct ###-###-#### www.cheapcaribbean.comAt this time our position remains the same.

This case has been resolved and notified of the refund offer:  October 6, 2017 Re: Booking # [redacted] We would first like to take this opportunity to thank you for your patience while we received a response from [redacted]   Our goal is to provide each...

and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com and we are very sorry to hear of your disappointment with [redacted] Airlines. It is unfortunate when situations and circumstances beyond our control occur amongst the various airline carriers that we offer on our website. CheapCaribbean.com will be issuing a refund of $497.20, as that is equal to the refund amount in which we received from [redacted] Airlines regarding your reservation. Please be advised that it can take up to 7-10 business days for the refund to show on your credit card, depending upon your financial institution. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience.  Thank you again for choosing CheapCaribbean.com!   Once again, we reiterate our sincere apologizes for any inconveniences they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

After review of the case, the following actions were taken by CheapCaribbean.com:The client booked a vacation with a CheapCaribbean.com representative on 7/24/15The client purchased round trip airfare from 7/31/15 to 8/7/15 for 7 nights stay at [redacted] Punta Cana and Round Trip...

Airport Transfers. The client purchased this vacation for 4 passengers to travel 7/31/15 – 8/7/15 at a total cost of $4287.12A trips a costs breakdowns is as follows:$1484.72 – Hotel ($XX per night)$2902.40 – Airfare$-100.00 – Promo$4287.12 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.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, and 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:7/24/14The client calls to discuss with the agent after she had done some of her own research online. The client and agent discuss restaurant options, kid’s activities and room categories.The client asked the agent what resort she would recommend one over the other. The agent doesn’t really sway either way but says “they are both good choices.  The client said she saw ok reviews online for both resorts.  Client then says she like a specific flight on [redacted] that see saw online.  She was looking more for a package price under $4000.00.  The client sees the package price of $4287online, asks if there are any additional discounts available with the agent.  Agent advised she is apply an offer of $100.00.  Client says to the agent that she needs to book the reservation today.  After further view the client then agrees to book the [redacted] Punta Cana.7/30/15 client called and added on shared transfers at an additional cost of $76.00 – a new set of documents were sent to the clients reflecting the change  = Reflecting a total package charge of $4383.12In order us to maintain excellent customer care, CheapCaribbean.com records every agent’s telephone calls with our customers.  At no time during any of the calls do we feel the agent pressured the client into booking. The client had calls with many questions about booking a package and the agent provided as much as assistance as possible in attempt to help the client narrow down her options.Once again, we reiterate our sincere apologizes that the resort did not meet the clients’ expectations. It’s difficult to resolve some issues once the client has returned from their vacation and the services have been rendered. Again, the best way to resolve these types of issues is to address them fist with the resort while in destination. It’s easier to show or express what is wrong and what the client wants fixed, right then and there. If satisfaction is not reached we then suggest of course contacting us for further assistance.  We found not record of the clients contacting us while in destination for any additional assistance.  1.      Attached is two full set of travel documents provided –  one for the original booking and one when transfers were added to her reservation on 7/30/152.      Attached Terms and conditions On behalf of the client we have forward the client complaint to be reviewed by the Management at [redacted] Punta Cana. Please be advised that post-travel issues can take up to 10-15 business days for a resolution. We will contact the clients once the resort has concluded their inquiry.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.Best regards, Melanie R[redacted]

[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: These conditions we're not offered at the time of my booking and were sent via email after payment had been made. I am requesting $200 in reimbursement for flight change since this was a cheaper flight at time of booking. I spoke with [redacted] customer service who advised that when significant flight changes are made, monetary differences are reimbursed to the travel agents. This was not passed on to the customer. 
Regards,
[redacted]

[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 do not have a chance to review the "Deal of Fortune" on their website, so other travelers can be aware of this scam. There are other negative reviews about "Deal of Fortune" deal as the travelers ended at [redacted] Resort. CheapCarribean guaranteed a 4 stars hotel (on a scale 1-5), and [redacted] was not a 4 stars hotel. Their own website shows that 64% of tourists recommend to stay at this hotel.I will never use CheapCarribean.com for my traveling plans as they are not an honest business partner. I do not know who is responsible to validate a hotel rating, I thought CheapCarribean as a service provider. I am running out of options, I was trying to raise awareness for other travelers to know what to expect from the "Deal of Fortune". We work hard to save money for a family vacation and it should be an enjoyable experience. The 2 nights voucher offered by the resort I consider useless, the airfare costs are too high plus the resort is not a 4 stars... why would we want to go back there? CheapCarribean.com should assume responsibility in this case and offer a compensation voucher for a longer period to one of the other 3 hotels included in the "Deal of Fortune"
Regards,
[redacted]

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 hours.
We received a confirmation for flights and for lodging. We also bought travel insurance.
Today 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 $1300. I requested a full refund, but we are extremely disappointed that the time, energy, and excitement we had for this trip are now wasted.

Once again, we reiterate our sincere apologizes for any difficulties they may have encountered. 
Our client’s documents contained a voucher which states “if you need to contact us while on vacation, please call our Destination Help Desk”. It also included 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 on every page within your travel documents. As you are aware, CheapCaribbean.com was not contacted until after our clients 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 they were in destination, our clients trip may have been more satisfying to them in the end. 
As Cheapcaribbean.com is being charged in full by the resort for the reservation, we are unable to issue any compensation which is not approved by the resort. Due to this factor, there is no further action which can be taken by CheapCaribbean.com once a resort denies authorization to issue monetary compensation. In this case the resort has authorized a direct refund of $300.00. Per email from the resort:
First of all we regret the fact Family Ohanlon did not have an excellent stay at [redacted] Punta Cana. Our main goal at the hotel is to achieve excellent vacations for all our guest. Therefor this mail make us feel in a hard and deep feeling.
We have checked our records and found that the clients did not file any complaint during their stay. We would have welcomed being informed on how they felt during their stay and in helping them have a more enjoyable vacation experience. We are sorry that we were not allowed that opportunity.  
After reviewing their feedback in their letter and since we want to demonstrate them how important our guest are, we would like to offer them the reimbursement of $300 USD from the upgrade paid.
Is our sincerely hope we can have the opportunity to demonstrate them the measurements we are taking in all aspects commented.
We will reimburse them, in order to proceed with the refund, we will need that you be so kind to provide me with the following client information:
•         Account holder name:
•         Bank:
•         Bank Address:
•         Account Number:
•         [redacted] code (if applicable)
•         [redacted] code (if applicable)
•         [redacted] code (if applicable)
•         [redacted] Bank (if applicable)
 
It is unfortunate that your vacation did not meet their expectations, as this is our only goal.  We understand that this is not the outcome they desire and we certainly apologize for your disappointment. 
Attached is the clients travel document received at the time of booking and also the Terms and Conditions agreed to at the time of booking. [redacted]See attached.
Again, we reiterate our sincerest apologies for any difficulties you may have encountered. While 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 experience.

After review of the case, the following actions were taking by CheapCariibean.com:
 
The client booked a reservation online on 1/23/16
The client purchased round trip airfare from CLT to CUN, 5 night stay at the [redacted] & [redacted]
The client purchased this vacation...

for 2 passengers to travel 4/8/16 thru 4/13/16 at a total cost of $3622.30
A trip cost breakdown is as follows:
 
$2607.72 Hotel ($521.54 per person per night)
$1014.58 Airfare ($507.29 per person)
$3622.30Total 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://[redacted] 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
 
 
On 1/23 client booked their reservation on which included flights on [redacted].
[redacted]ORIGINAL[redacted]
DL#800 08APR CLTATL   700A  819A
DL#531              ATLCUN  945A 1126A
DL#536 13APR CUNATL   141P  520P
DL#2052            ATLCLT    655P  812P
 
On 2/13 as we work with live airfare the change resulted from a change that [redacted] had made. The client was sent notification by CheapCaribbean.com that [redacted] had slightly changed their out board flight by a minute and their return time by 55 minutes.  There was not offers of a decrease in price from [redacted]. The fare remained the same.
 
[redacted]CHANGE[redacted]
 
DL 800V 08APR F CLTATL*HK2   700A  818A
DL 531V 08APR F ATLCUN*HK2   945A 1126A
DL 536T 13APR W CUNATL*HK2   141P  520P HRS
DL1765T 13APR W ATLCLT*HK2   750P  908P HRSE 
 
 
Per our Term and Conditions read as follows: Neither CheapCaribbean.com nor the FAA or any provider of air traffic data makes any guarantees as to the accuracy, completeness, or adequacy of any flight schedules. Airlines retain the right to adjust flight times at any time. It is the passenger's responsibility to confirm their flight times directly with the airline 24 hours prior to travel. CheapCaribbean.com is not responsible for schedule changes issued by the airlines, denied boarding, mechanical cancellations or for overbooked flights.
 
http://www.cheapcaribbean.com/terms.jsp
 
All services that the client purchased are 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 inconvenience felt due to the change.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
 
There is no further compensation is being offered at this time.

Tell us why here...After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on August 15, 2016 The client purchased round trip airfare from MO to BZE, 4 night stay at the SunBreeze Suites The client purchased this vacation for 2...

passengers to travel 9/26/16 thru 9/30/16 at a total cost of $1251.04 A trip cost breakdown is as follows: $531.02 Hotel $720.02 Airfare $1251.04 Total Package • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging. Our Terms specifically state: • This vacation is nonrefundable and nontransferable • Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations. • CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes • Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date • Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents • Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time • Services are provided "as is" without warranty of any kind • CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from • You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature • Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp • Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability Charge Now: $USD Charge on 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 In review: 9/26/16 the client contacted us and advised that due to mechanical issues he had a flight delay and AA gave them an option to travel on Wednesday. The client decided not to travel. We contacted the resort to inform them of his last minute cancellation. They reply that 100% penalty would be applied for last minute cancellation. The client was also informed of the resorts penalty at this time. At this time no credit remains for the land portion of their vacation. In further review we have reached out to [redacted]s to verify if the client had any credit remaining. At this time we await [redacted]s reply. Once received will contact the clients to advise. Approximately response time: 21 business days. At this time the client is fully responsible for this charge. The client purchased this vacation online where our terms and conditions are advised and agreed to during the online booking process. The client clicked and agreed to are nonrefundable Terms and Conditions at the time of booking. Please see the attached Terms and Conditions that where agreed to by the client at the time of booking: http://www.cheapcaribbean.com/terms.jsp 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.

Per our records;
 
We advised the client that since she was filing a claim in order for us to refund her for the airline tickets she would need to send us [redacted]e denial letter. We then spoke to [redacted] which told us they had only been reimbursed for their hotel expenses.
 
To date...

our records indicate we have be authorized by the airlines to refund the clients in the amount $447.00.
 
The clients were sent to the following email on March 10, 2016:
 
 
From: Customer Care
Sent: Thursday, March 10, 2016 4:12 PM
To: client
Subject: AIR REFUND[redacted]BOOKING # [redacted]
Re: Booking #[redacted]
 
Dear **. Xxxx,
 
We would first like to take this opportunity to thank you for your patience while we reviewed your booking. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com and we are very sorry to hear of your disappointment with [redacted] Airlines. It is unfortunate when situations and circumstances beyond our control occur amongst the various airline carriers that we offer on our website.CheapCaribbean.com will be issuing a refund of $447.00 ($223.50 Per Person)), as that is equal to the refund amount in which we received from [redacted] Airlines regarding your reservation. This amount will be refunded to the cards on file ending in 5089 and 5348. Please be advised that it can take up to 7-10 business days for the refund to show on your credit card, depending upon your financial institution.
 
While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel
 
All remaining services that the client purchased was a renders in full per the Terms and Conditions that the client agreed to during the 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.

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

• The client booked a reservation online on 2/14/14
The client purchased round trip airfare from ORD to SDQ , 5 night stay at the [redacted] Beach
The client purchased this vacation for himself and...

one other passenger to travel 4/17 – 4/22 at a total cost of $1343.26
A trip cost breakdown is as follows:
$688.06 Hotel
$755.20 Airfare
($-100.00) - Promo Discount
$1343.26 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 [redacted] 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

In review:
• The client upon their arrival was offered a high ranking resort and the client accepted the move in full knowing he would be issued a complimentary return stay voucher as a goodwill gesture
• The client stayed the full 5 nights.
• The client used all the inclusive food, beverages, amenities and hotel room and never requested to move back to the originally purchased hotel
• Client used services of the airline without incident and as described
All services were rendered in full as purchased in accordance with the terms and conditions
Please see the attached documents including the booking summary, the Terms and Conditions, the email from resort offering the relocation, description of the resorts and the complimentary resort voucher

All services that the client purchased were renders in full per the Terms and Conditions that the client clicked and agreed to during the online booking process.
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
No 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 response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: There was no such notice of the terms and conditions stating ticket cancellations. As a matter of fact, [redacted] airlines was going to place me on another flight, so there was no way I was going to miss any leg of my flight. 
Regards,
[redacted]

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

• The client booked a reservation online on January 7, 2015
The client purchased round trip airfare from EWR to SJD, 4 night stay at the [redacted] Los Cabos
The client purchased this vacation for...

herself and one other passenger to travel 2/10/15 thru 2/14/15 at a total cost of $1927.80
A trip cost breakdown is as follows:
$967.78 Hotel
$865.02 Airfare
$70.00 Transfers & Excursions
$25.00 Deposit
$1927.80 Total Package

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

1/7/15 the day of booking confirmation from the resort was received- # [redacted]
2/10/15 we received notice late afternoon that our client had been relocated to [redacted] Los Cabos and had agreed to the move in destination. This was the first we had been notified by the resort of this situation. We can no prior knowledge.
2/16/15 the client emails us about their circumstance and situation. The following email was sent to the client:
TO CLIENT: From: Customer Care
Sent: Monday, February 16, 2015 11:06 AM
To: '[redacted]'
Subject: RE: [redacted]
February 16, 2015Re: Booking # [redacted]
Dear Ms. [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. We are very sorry to hear of your disappointment with your recent reservation at [redacted] Los Cabos. 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 were made aware (during your travel) of an overbooking situation at the resort, and for this, we truly do apologize. This information was made known to us on the day of your arrival, February 10th. At that time, we were notified by Management at [redacted] Los Cabos that you had accepted the relocation to [redacted] and as compensation for this inconvenience, that they would be offering to you a return complimentary stay for the same number of nights as your original stay. 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!
2/19 we received a call from the client that she had not got the voucher from the resort. Advised we would reach out the resort
2/25 we received the resorts comp offer and emailed it to the client:
TO CLIENT: From: Customer Care
Sent: Wednesday, February 25, 2015 9:44 AM
To: '[redacted]'
Subject: Complimentary Stay Certificate - CheapCaribbean Booking [redacted]
February 23, 2015Re: Booking # [redacted]Dear Ms. [redacted], As was discussed with the resort on February 10, 2015, please find your Complimentary Stay Voucher from [redacted] Los Cabos attached to this email. Additional instructions are listed on the voucher concerning its redemption. CheapCaribbean.com truly appreciates you as our valued client and we hope that you will give us the opportunity to serve you again in the near future. Thank you again for choosing CheapCaribbean.com!
The client is fully responsible for this charge. The client purchased this vacation online and clicked and agreed to are 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”.
Per our Terms and Conditions (see also attached) :
CHEAPCARIBBEAN.COM, INC. AND ITS AFFILIATES HAVE NO LIABILITY AND WILL MAKE NO REFUND IN THE EVENT OF ANY DELAY, CANCELLATION, OVERBOOKING, STRIKE, FORCE MAJEURE(inclement weather), LOSS OF TIME OR ENJOYMENT, INCONVENIENCE, MENTAL DISTRESS OR SIMILAR, FAILURE TO MAKE A CONNECTION, UNINTENTIONAL OR INTENTIONAL ACTS, NONPERFORMANCE, SUBSTITUTION OF ACCOMMODATIONS, THEFT OR OTHER CAUSES BEYOND THEIR DIRECT CONTROL, AND THEY HAVE NO RESPONSIBILITY FOR ANY ADDITIONAL EXPENSES, FINANCIAL LOSSES, OMISSIONS, DELAYS, RE-ROUTING OR ACTS OF ANY GOVERNMENT OR AUTHORITY.
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. The client was issued a 4 night comp stay by the resort for the inconvenience. All 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.
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.

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.

In review of the reservation:
 
As of result of the cancellation of the return flight presented by [redacted] we have reached a resolution and agreement with our client. As of 3/15/16 the client has agreed to a new return flight (on [redacted]) presented to him and the added cost of the...

change in the amount of $102.41.
 
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.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Again,CheapCaribbean.com has pursued this as far as we can with a third party in order to best assist our client. Unfortunately we cannot decide what is or is not covered under said policy being that we are not the insurer. The clients can continue to pursue this with [redacted] Insurance.
Our position at this time remains the same.

[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 never received an email or a letter. I was never told when I booked the vacation that it would be this difficult to cancel. I understand that I have a cancelation fee, but I don't understand why it's so much when I'm cancelling so far in advance. I just want my money back!!!
Regards,
[redacted]

size="3">After review of the case, the
following actions were taking by CheapCariibean.com:
The client booked a reservation with a
CheapCaribbean.com agent on 2/18/14
The client purchased round trip airfare from PHL
to PUJ, 4 night stay at the [redacted]
The client purchased this vacation for four
other passengers and
herself to travel 8/11/14 thru 8/15/14 at a total cost of $3915.88
Client
denied the purchase of insurance coverage
A trip cost breakdown is as follows:
$1946.00 Hotel
$2952.10Airfare
($-100.00) - Promo Discount
$4798.00Total Package
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 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 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. 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, and
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. Do you agree to these terms and conditions?” -
The client must agree
before you proceed with the booking.
3/24/14
[redacted] called to cancel one of the passengers on the reservations.  A CheapCaribbean.com Future Credit Voucher
was issued to her in the amount of $883.02: Expiration 2/18/15
2/4/15
received call from client wanting to use her credit towards a flight from
Tokyo, Japan to Philadelphia. 
It was
explained to the client that her CheapCaribbean.com Future Credit could only be
issued toward destination in which CheapCaribbean.com sells. However an offer
to extend the use of credit was offered. 
The following email was sent to the client:
From:
Wednesday, February 04, 2015 6:53 PM
Dear
[redacted],
I’m
sorry to hear about your troubles with using the CheapCaribbean credit. I know
that an agent reached out to you today via telephone, but it appears she was
unsuccessful in reaching you. Since the credit issued to you is in the form of
a CheapCaribbean credit, it can only be used towards hotel packages that we
sell. We are not contracted with any airline to sell flights originating from
Japan, as such, we are unable to use your credit towards that flight. The
credit has an expiration date of Feb 18th 2015, meaning travel using the credit
must be complete by that date. Since that date is quickly approaching, we will
gladly offer to extend the credit. As long as you contact us by Feb 18th and
use the credit towards a hotel only or flight and hotel package, you may
complete travel by August 30th.If you feel you will be unable to utilize
the credit by the expiration dates, you may also transfer the credit to another
person. All you will need to do is give us a call and inform us the name of the
person you are transferring the credit to. The same expiration rules apply (book
by Feb 18th for travel completed by August 30th).Please don??t hesitate to
reply to this email or give us a call if you have further questions
**FROM
CLIENT*   I would like to have the
voucher extended to August 30th as I will not be booking flights before
that time. I would like to confirm that I could use the voucher for a flight
only as I will not want to book a package through your company.
**REPLY
TO CLIENT** You are able to travel up until August 30th but the travel must be
booked by February 18th. We are not able to make any further exceptions here.
As stated previously, we are not able to apply your credit towards just a
flight. We are a hotel and hotel/air package wholesaler. We look forward to
hearing from you by the 18th of February to assist you with booking a hotel
stay or package to the Caribbean
Sincerely,
CheapCaribbean.com Reservations
*Terms
and Conditions attached
*CheapCaribbean.com Future Credit Attached
The client
is fully responsible for this charge.  All 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.  Our aim is always to provide the best service
and we hope that they will give us another opportunity to prove this.
No further offers of compensation
is being offered.

After review of the case, the following actions were taking by CheapCariibean.com:
 
The client booked a reservation online on 4/21/16
The client purchased round trip airfare from PHL to CUN, 4 night stay with Deal Of Fortune Paradisus Playa del Carmen
The client purchased this...

vacation for 4 passengers to travel 7/6/16 thru 7/10/16 at a total cost of $3532.80
A trip cost breakdown is as follows:
 
$2300.00 Hotel
$1232.80    Airfare
$3532.80 Total Package
 
During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 
 
Our Terms specifically state:
This vacation is nonrefundable and nontransferable
Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
Services are provided "as is" without warranty of any kind
CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
Charge Now:
$USD
Charge on 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
 
In review of the reservation:
 
6/21 we contacted the client to inform them that the resort had advised us that they were over booked and unable to accept their reservation.  They offer to re-accommodate the guests either the Hard Rock Riviera Maya or ME Cancun by Melia along with a 3 night complimentary return.  Client did not find this offer satisfactory
 
6/22 as we continued to resolve this matter for our client we received confirmation that the Paradisus was able to confirm their reservation. Below is the email correspondence between CheapCaribbean and the client:
 
CheapCaribbean Reservations
Sent: Wednesday, June 22, 2016 3:01 PM
To: Clients
Subject: RE: Urgent response requested - [redacted] - Deal of Fortune Paradisus Playa del
CarmenGood afternoon!
I apologize for the delay. I have requested Paradisus to reconfirm your reservations at Paradisus as their offer to relocate your bookings is unacceptable. We will let you know as soon as possible.
Sincerely,
CC Agent
 
 
From: CheapCaribbean Reservations
Sent: Wednesday, June 22, 2016 3:04 PM
To: Clients
Subject: RE: Urgent response requested - [redacted] - Deal of Fortune Paradisus Playa del Carmen
 
I have your reservations reconfirmed!
The confirmation number are below. Paradisus have reconfirmed [redacted] (conf #20707429 & 20707432).No changes have been made, your reservation will remain under the Deal of Fortune Paradisus Playa del Carmen.
Sincerely,
CC Agent
 
On Wed, Jun 22, 2016 at 3:06 PM, Client wrote:
Hello Kelly, Thank you for the information. Please let us know immediately which resort we will be staying at so that I may call the hotel to book reservations. Sincerely, Client
 
From: Client
Sent: Wednesday, June 22, 2016 3:09 PM
To: CheapCaribbean Reservations
Subject: Re: Urgent response requested - [redacted] - Deal of Fortune Paradisus Playa del Carmen
 
Just to clarify, I would like to know if we will be staying at La Perla or La Esmeralda to book restaurant reservations. There are no children in our group and they are for 30th birthday celebrations.
 
 
 
From: CheapCaribbean Reservations
Sent: Wednesday, June 22, 2016 3:17 PM
To: Client
Cc: CC Agent
Subject: RE: Urgent response requested - [redacted] - Deal of Fortune Paradisus Playa del Carmen Hello Client!
They cannot advise of the placement yet but the reservations will remain as Deal of Fortune Paradisus Playa del Carmen. Placement is typically 1-7 days prior to arrival. You will receive an email with your placement. I hope you all have a great time together!
 
Agent
 
 
 
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered as our aim is always to provide the best service.
 
 
*Terms and Conditions attached

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