CheapCaribbean.com, Incorporated

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]

We are currently in review of our clients situation. Below is an email that we sent to the client on 9/16/16:
From: Customer Care Sent: Friday, September 16, 2016 6:37 PM To: [redacted].com Subject: POST TRAVEL COMPLAINT[redacted]BOOKING # [redacted] Hello,Thank you for contacting the Post Travel...

Customer Care Department at CheapCaribbean! We apologize in advance for any issues that you may have encountered during your most recent trip. We are currently reviewing your matter. In many cases, we need to reach out to resorts and vendors when purchased through CheapCaribbean.com. Please be advised that post-travel issues can take up to 21 business days for a resolution. If your matter does require more time, we will make you aware. If you have any further questions or information you'd like to supply, please reply to this email. Thank you for your patience while we further investigate your matter. Warm Regards, Customer Care Department Office: ###-###-#### Fax: ###-###-#### Department Hours: Mon-Fri 9:00am-8:00pm EST Email: [email protected] We are sorry for any difficulties the client may have encountered. We will be in contact with the client once her case is fully reviewed by the airline and resort.
*terms and conditions attached

When you book a vacation and go through a travel agent you expect their integrity, trust, professionalism, and to help you when unexpected issues arise. I have personally used your Cheap Caribbean on three other occasions. This last time, I used it and made it number four.
I decided to try something new and different and fun this time. I selected the deal of fortune which consisted of five different resorts that were a 4 1/2 star category. The hotels that were listed for this deal were as follows: Barcelo Maya Palace deluxe, Azul, Ibostar, Dreams puerto adventures and one of the Now resorts. I explained to the travel agent that I have been to Mexico several times and that Riviera Maya was my favorite spot. I explained to her some of my favorite resorts were the El Dorado, El Dorado Royale, and the Barcelo Palace which was included, and a possible choice for this package. She knew the type of class I was used of and told me that any of the choices would meet my expectations. She did mention she could put in the notes that I would prefer the Barcelo but that she couldn't guarantee it. I was still ok with that because all the other resorts should be classified the same category for a 4 1/2 star and same class category. The travel agent also offered insurance and told me with this upgraded insurance that I could cancel for any reason and get all my money back, also including emergency protection on the trip.
When we finally got to the resort, after a two hour delay on the runway, I was quite excited and looking forward to my welcome drink. We drove up to the lobby that was not air-conditioned, that was outside, and was rushed into the check-in process. Nothing was explained about the resort or activities and I had to ask where my welcome drink was. The first impression of the resort was not a good one. It definitely did not fall into a 4 1/2 star class category. After getting to our room, it was nice, but a mildew sour odor was coming from somewhere and we couldn't figure it out. (It was the phone)
I did not want to judge on my first impression so we decided to walk the resort and see what else was there…to my surprise nothing. The beach was full of rocks and seaweed. There was one little roped off section of beach that you could swim. The beach was so overcrowded with people they didn't even have chairs available. I knew this was a family resort but this was October and off-season when normally children would be in school. The entire resort was nothing but kids (90%). The resort was over capacitated for its size. There were two small pools, one for just adults and one family. After research, this resort was 35 years old. (so you compare 35 years to a under 10 year resort) having only one indoor restaurant, only one indoor bar, and the air conditioner was broken. After speaking with the staff, it has been broken for a while. We could not get into the only breakfast location because it was over packed. We had to go to the Mexican restaurant that was open but that didn't have breakfast food. They didn't even have bacon for breakfast. The one section to be able to step down and snorkel looked like an empty dried up seaweed pit full of trash. Umbrellas were in bad condition and warped. Used diapers were by the pool. There is no way this resort can be compared to the other four resorts that were listed in this deal. When I mentioned the choices to some of the staff they laughed and said no we're definitely no Barcelo. Also the resort right next to this one, the Catalina, is a three star resort and was nicer than this one! I was so upset of what I was seeing and what supposedly I had paid for and told I was supposed to receive, I was distraught and in tears. There were no activities for adults. The resort consisted of 90% families and 10% couples. The resort was so cluttered and so small, by no means 4 1/2 stars.
I went immediately to the front desk to my Cheap Caribbean representative to get someone on the phone. All I got was the runaround. This hotel was in the package and was told basically tough luck, I was screwed. In order for them to move me they wanted me to pay penalties and extra upgrade fees. Why should I pay for an upgrade fee to go to another hotel that was in the same category list? I said fine, fly me home. I was sending emails back-and-forth of our experience and what was going on at this resort. I was upset in how we were misled by the travel agent and your company. In order to fly home, it was going to cost us more money, so we decided to talk to the manager of the hotel directly.
The hotel manager, Engred, realized how distraught and unhappy we were. To make a long story short, Sunday, the manager, told us she would check the reservations to see what other sister resort they had that they could move us to at no cost as a courtesy. At this time it was good news because I was on medication due to nerves. On Monday we were moved to Dreams Tulum that was a much larger resort and a accurate classification of a 4 1/2 star resort.
We did have to pay for a taxi to bring us to the other resort. When we drove up it was much nicer and comparable to the other resorts I had been to and comparable to the other resorts that should have been originally in the list. This resort was definitely a 4 1/2 stars.
When we got there, reservation offered us a room upgrade for an extra $50 a night. I explained to her that I would like to see the two rooms first. With the room upgrade it would include a swim out, free spa entry, and something else I can't recall. The receptionist also knew the issues we had at the other resort and she said the room upgrade would also be free of children and quiet. When I got to the room with the swim out I called the front desk and asked if the swim out connected to the pool. I was told yes. (I’m sure that was just a miscommunication) I asked if she would be willing to do the upgrade for $25 a night instead of $50. She checked with the supervisor and said they weren't able to do that so I told her that was fine that we would stay in the original room. As we were waiting for our luggage, we realized how hot the room was, but just figured it would take a little while to cool down. The receptionist called us back and said that the supervisor was willing to do it for $35 a night so I accepted it. I was told I would have to come down to the front desk and make the payment first and then they would switch me to the room. When I got down there to pay for the room upgrade all the other amenities were taken away, we were only paying for the room itself, and we couldn't get anything else that was mentioned earlier. I was about to decline because I thought that was a bait and switch, but decided to go ahead and do it anyway, because I thought it was cool to have a swim out that would lead to the pool area. I also mentioned to the front desk that the room we were originally in that, I thought something was wrong with the air-conditioner because it was very hot in there and was blowing, but it wasn't cool. She thanked me for letting her know and that she would check in on it. When we got to the upgraded room we changed into our swimsuits immediately and to our disappointment the swim out just went around in a square. It was also full of children's toys and kid’s clothes lying all around this supposed adult only location. I called back to the front desk and told her that's not what we thought we were getting to just put us back in the original room. When we got back to the room it was still hot and called front desk again and maintenance came. (Obviously they never went to check it when I mentioned it to her at noon when we arrived) Maintenance said that the thermostat was just set wrong. We got dressed and decided to go to the pool. Stayed at the pool for a few hours and decided to come in and get dressed and go to dinner and see what was available at the rest of the resort. The room was still hot so we called the front desk again to have maintenance come look at it while we were at dinner. We decided to have dinner at the French restaurant. Both my husband and I had identical meals, except for the entrée and the appetizer. Which consisted of fish and seafood which he had a bite of each. When we got back to the room it was still hot. When we called the front desk (this is the 4th time now) they said they would move us to another room. When we got to the second room it smelled like sewer. The bellhop was still there so he called immediately to switch rooms again. Finally we got to a room that had an air-conditioner that works. But guess what, hot water doesn't work in this one and the water from the tub that comes out is low-pressure. How is that for a spa tub? Hot water didn't work in the shower either barely warm. At this point we were exhausted and decided to deal with it in the morning.
We proceeded to get ready for bed it was a long day due to all the issues we had dealt with, and I was ready to just have a good time. I was looking forward to venturing out in this resort and seeing everything it had to offer. There were a few misadventures when we first arrived, but they were willing to make it better. Not sure where all the miscommunication was or if maintenance really knew what they were doing.
Almost immediately getting settled into the new room my husband had severe diarrhea. I gave him some Pepto and he started feeling a little better. Whatever it was he was able to get out pretty quickly. That is always an immediate sign of something bad that was eaten. To my surprise two hours later I began to have the same issue, only mine was worse. I was up all night vomiting and diarrhea. I had to get my husband to call the Front desk and ask if there was a doctor available. I was told she was an hour away, but she would be coming. When the doctor got there I was severely dehydrated and she recommended being transported by ambulance to a hospital to get fluids through an IV. She asked me to get my insurance in order. I explained to her that I purchased an extra travel insurance that covered this medical emergency. I pulled up my booking Email through Cheap Caribbean that listed the Oncall Insurance. For almost 2 hours we called the numbers listed but could not get through. (in the meantime the doctor gave me a shot to stop the diarrhea nausea and some antibiotic’s) We finally called Cheap Caribbean and someone gave us another direct number. We were told that we had to pay upfront and that we would be reimbursed. They sent documents immediately on our email to submit a claim. We showed this to the resort doctor. She told us the closest hospital was 30 miles away in Playa del Carmen. The ambulance came to get me. (As all this was going on there were two maintenance guys that came in to try to fix the tub, my husband also got to talk to one of the maintenance guys because my husband is a builder and one of the maintenance guys told him they didn't get a chance to do the required maintenance that was necessary during their off-season which is why they were having a lot of trouble)
On the ride there the EMT could not even get an IV in my arm nor did the blood pressure machine work. When we got to the hospital the EMT made my husband go into deal with payment arrangements. But first the ambulance wanted $1,700. We confirmed with him $1,700 American dollars or pesos and he said American dollars. We explained to him we didn't have that type of money but we had this insurance that would cover it and all he needed to do was call and make a claim. My husband went in the hospital with the insurance emailed paperwork, and the number for the hospital to call directly, and they said that they never could get through to anyone to confirm insurance. Meanwhile, I am in this ambulance with severe cramps and dehydration. The hospital refused to see me without upfront payment, my husband is arguing on the phone with a representative from the ambulance company that does not understand the situation. The ambulance would not take me back to the resort and almost wouldn't let me out of the ambulance and tried to keep my passport. We told them they would get paid but that the bill would have to be submitted to the insurance company, which we gave them all the information. My husband even told the insurance company on the phone before we left that this needed to be approved, that's why we were calling to get all this information before I was transported.
We had to take a taxi back to the resort, I’m barely hanging on but my fear and anger has given me an adrenaline rush which made me come to life for a bit. We tried to call Cheap Caribbean back several times. Do you know how hard it is to make a call from Mexico to the states!! When we finally got a hold of Cheap Caribbean, we told them we needed the next flight out, but to our surprise, their computer system was down and couldn't help us. I had to call United directly and we were able to get a flight out the next morning at 8 o'clock.
We had to leave the resort at 3:45 in the morning for a transport back; my husband went to check out the night before so there would be no issues. To our surprise there was a $600 upgrade fee from one hotel to another on our bill. My husband spoke to the manager of the resort to let him know all the issues that I had transpired since we arrived in Mexico on Saturday. Tell me why one 4 1/2 star supposedly hotel would charge for an upgrade to another 4 and half star hotel, which tells me the original resort is not a four and a half star and they're considered a low-grade hotel by this new hotel that we were transferred to. The manager didn't realize all the issues and of course waived the fees. He then explained the issues with the doctor and the transportation of ambulance and not being seen. The manager of the resort explained that there was a hospital only 5 miles away; the doctor did this because she works at that hospital at Playa Del Carmen (in other words a money racket). Why would you transport someone 30 miles away when there's a hospital 5 miles away, being in the condition I was in?
Not sure how I'm going to handle this going forward but, someone is responsible for all these mishaps and what I dealt with and the refusal of help from Cheap Caribbean. But now after everything that has transpired and the severity of the situation, I'm all of a sudden getting emails from the insurance company and Cheap Caribbean….sorry guys it's too late, but you should've helped me day one as a unsatisfied customer, especially being a frequent customer.

Per our records;
 
We advised Jackie that since she was filing a claim in order for us to refund her for the airline tickets she would need to send us Allianze denial letter. We then spoke to Allianze 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 3:58 PM
To: [redacted].com
Subject: AIR REFUND[redacted]BOOKING # [redacted]
Re: Booking #[redacted]
Dear [redacted],
 
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 Jet Blue 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, as that is equal to the refund amount in which we received from Jet Blue Airlines regarding your reservation. This amount will be refunded to the card on file ending in [redacted]. 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! Warm Regards,
 
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.

[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:
The business in question is in effect a travel agency but all they did was book the tip and make promises that were not kept. I do not want this to get to a legal action and am trying to work this out amicably. I relied on Cheap Caribbean to provide me all of the information about the resort I was going to and to make my accommodations match my request.  The hotel issues we had like water with feces in it flooding our room is a hotel problem. Resort staff stealing 2 pairs of headphones which also happened is a resort problem. Me requesting adjoining rooms and not getting them is a travel agent problem as is not putting my children in seats next to me on a flight. What I am asking for in return is some partial refund for a small percentage of a trip which is fair given what we went through and our our trip genuinely was reduced in level of enjoyment. Not having nightlife because we didnt have an adjoining room is a big deal. Missing out on certain restaurants because we didnt know about dress code restrictions is a big deal.  Cheap Caribbean is the Sheppard of a family's expensive vacation and need to take its role more seriously. This seems like nothing more than a cash grab to me. 
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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:This business apparently like to obscure the facts.  I spent a large amount of time on the phone trying to resolve this. 1) I originally called Cheap Caribbean on 1/16/2016 and talked to Richard (he said his operator ID was **) He informed me that I should see a refund in 7 days.2) On 12/23/2016 I called and informed Cheap Caribbean that the refund had been issued by [redacted] Airlines on 1/20/2016.  At this time I was told that the company does not automatically credit refunds back to the consumer and I would need to keep checking back with them to request the refund after they have received it.  (I do not understand why this company thinks they are entitled to keep these funds.  They make the claim process arduous and time consuming)3) On 12/26/2016 I called and spoke with Jarred.  He stated that the process can take up to two billing cycles.  He advised me to call back in two weeks if I do not receive it.  (I indicated that I was told on the previous call that the refund would not be returned automatically.  He said he is not familiar with the process.)4) On 12/30/2016 I live-chatted on website and spoke with Aleia (sp). I received - we don't have your credit card on file for this booking,  we don't show your information with airline. She then said that a refund will appear on the card in the next 7-10 days.5) On 1/12/17 I called to inquire about refund and was unable to connect with customer service.6) On 1/13/17 I spoke with Katie.  She stated that she sees that a refund was issued by the airline but it was not processed to e refunded to me.  I explained all my previous attempts and she said "I agree that this should not have taken this long."  I then asked to talk to a supervisor After several minutes I was informed that the supervisor was unable to be reached but the would issue a gift certificate for $200 to be used for future travel in the next year.I received the refund to my credit card on 1/16/2017.
Regards,
[redacted]

I had the same experience as some of the others on this site. It is definitely a bait and switch operation that I am surprised is still in business. Reviewed deals on-line for a trip to Mexico. As soon as I called to book the trip the airfare prices went up over $200. In addition to that, the very next day after I booked my trip I had 5 fraudulent credit card charges on my account. I had to shred my card, get the bank to reverse the charges and wait for a week to get another card. Something just isn't right with this company.

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After
review of the case, the following actions where taken by CheapCaribbean.com:
The client booked a vacation with a CheapCaribbean.com
representative on 1/12/15
The client purchased round trip
airfare from PHL to MBJ for 4 nights stay at [redacted] Jamaica
and Round Trip Airport Transfers. 
The client purchased this vacation 2 passengers to travel at a
total cost of 2811.02 
A trips a costs breakdowns is as follows:
$1590.08)
$1184.94 – Airfare
$36.00 – Transfers
$2811.02 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 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 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 may be purchased
until full payment is received, however the enhanced “cancel for any reason”
plan must be purchased today; this enhanced insurance is not available for
purchase at a later date. 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. Do you agree to these terms and conditions?” - The client must
agree before you proceed with the booking. I
In review of the reservation:
We had no prior knowledge of any
difficulties the client were encountering until they returned home. 
1/30 the client contacted us regarding
their dissatisfaction with the smoking restriction held at the resort:
The following email was then sent to
the client with an apology for the inconvenience:
Customer Care Sent: Friday, January 30, 2015 3:29 PM
To: '[redacted].com'
Cc: '[redacted].net'Subject: RE: [redacted]
January 30, 2015
Re: 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. Again, I am very sorry to hear of your disappointment with
your recent reservation at [redacted] Jamaica and we regret any inconveniences
that you may have experienced.
As you and I had discussed earlier this afternoon, I
have deposited $100.00 in Sun Dollars into your customer account here at
CheapCaribbean.com. Sun Dollars can be used up to $100.00 per new reservation
package that includes a resort and airfare. Please note that Sun Dollars are
valid for two (2) years and cannot be combined with any other promotion.
Regrettably, CheapCaribbean.com is not able to issue
monetary compensation to you, given these circumstances. As of the date of this
communication, the services in which were offered to you were also accepted and
rendered in full. As Cheapcaribbean.com is being charged in full for your
reservation (by both the airline and the resort), we are unable to issue any
compensation on this booking.
It is unfortunate that your vacation did not meet your
expectations, as this is our only goal. I understand that this is not the
outcome you desire and I certainly apologize for your disappointment. Again, I
reiterate my sincerest apologies for any difficulties you may have encountered.
Thank you again for choosing CheapCaribbean.com!
In
review of the call between the agent and client, the client tells the agent
that she has contacted the resort about smoking privileges.
The
agent then does go on to advise the Jamaica has a very strict policy
Client
tells the agent the she received the resorts reply advising them that all [redacted] properties
are non-smoking
To
be clear the client emailed them back and posed the questions: I can’t smoke anywhere
on your property at all?
Resort
response back to her that smoking is only permitted outdoor. No smoking in
covered public area.
The
agent then goes on to discuss that there would be areas to smoke
Once
again, we reiterate are sincere apologizes the resort did not meet the clients
expectations.
However
it is up to the resort discretion to inforce their policies and procedures. In
this case the balcony was a public area being rooms and other balconies were
above, beside and below.
Again,
the best way to resolve  issues is to address them first with the
resort while in destination. If satisfaction is not reached we then suggest of
course contacting us for further assistance. Our contact information can be found on the clients travel documents.
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.

After review of the case, the following actions were taken by CheapCaribbean.com:
 
The client booked a vacation with a CheapCaribbean.com representative on 1/8/16
The client purchased round trip airfare from PHL to MBJ for 4 nights with the [redacted] Montego Bay and Round Trip...

Airport Transfers. 
The client purchased this vacation for 2 passengers at a total cost of $1846.93
A trips a costs breakdowns is as follows:
$675.00 – Hotel
$979.82 – Airfare
$40.00 – Transfer
$127.11 - Insurance     
$25.00 – Deposit Fee
$1846.93 Total Package
                        -$1231.93 Deposit made at the time of booking
$615.00 Deposit Due 21 days prior to departure
 
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:
 
2/23 the client contact CheapCaribbean.com and inquired about cancelling. As we are a nonrefundable company the client was advised at this time that a Future Credit would be issued.
 
Due to the recent zika virus our client may however receive a refund with a note from their physician stating the clients should avoid traveling to the Caribbean.
 
If the client’s intent is to cancel we advise for the client to contact our office as soon as possible. We can be reached at ###-###-#### and press #1 to speak to a CheapCaribbean.com service agent.
 
If the reservation is not cancelled prior to their departure date the reservation would be considered a no show and 100% penalty will apply.
 
Our aim is always to provide the best service and we hope that they will give us an opportunity to prove this.

After review of the case, the following actions were taking by CheapCariibean.com:
 
The client booked a reservation online on  9/29/16
The client purchased round trip airfare from PIT to CUN, 4 night stay at the *** *** Cancun
The client purchased this vacation...

for 3 passengers to travel 3/5/17 thru 3/9/17 at a total cost of $2642.43
A trip cost breakdown is as follows:
 
$1448.36 Hotel
$1115.07Airfare
$129.00 Private Transfers
($-200.00) - Promo Discount
$2642.43 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:
 
3/7 – we were contacted by the resort regarding some issues the clients were having at the resort.  Per our records the agent did in fact contact the resort asking them to reach out to the clients while on property.   We again on 3/8 contacted the resort.  However no reply was received.  The client returned home on 3/9
 
3/16 we received an email from the clients about their experience and lack of amenities offered with a request for compensation. 
 
3/24 today they replied only with an apology. We requested that the resort further review the reservation for any compensation consideration.
 
Once a final review is completed by the resort we will be contacting the clients directly.
 
Best regards,

[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:When we paid the additional fee to switch hotels, we did NOT agree to their online terms of 'no refunds' to complete the reservation. This part of the transaction was done over the phone. We are not asking for a refund of the transaction that was completed online ($2638) on April 8, 2015. 
The additional charges ($1319) were made over the phone and we did NOT sign anything or agree to any of the online terms they claim in their response. In fact we said to the woman that we were NOT happy about this and to make note on our account that we would be fighting this once we got back to the United States. At the time, they left us stuck in a very bad situation and with young children we were NOT about to stay another 7 days in this disgusting hotel. Clearly, they agreed that the situation was bad by applying our funds to the new hotel, the [redacted] agreed to our claims and also issued a refund for the one night of stay and IF Cheap Caribbean is going to stand behind this legal verbiage of no refunds, this is not transferable, then why did THEY transfer the funds for this hotel and apply it to the [redacted] hotel? 
Again, we did not agree to these online terms so reject their response. This was a classic bait and switch and they should be ashamed of how they do business. 
Regards,
[redacted]

In review: Per the terms and conditions agreed to at the time of booking the client was sent a full CheapCaribbean.com Future Credit at the time of cancellation: expiration date on year from booking. No penalties or fees were applied.The client made a deposit booking and the full amount of what...

the client was charged was issued as a CheapCaribbean.com Future Credit.In this case we see that the client denied insurance coverage options.  At this time no refunds can be offered by CheapCaribbean.com as we are a non refundable company.Terms and Conditions: Attached.Future Credit: Attached Once again, we reiterate our sincere apologizes for any difficulties they may have encountered during this natural disaster across the Caribbean.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

My family and friends, booked a trip to St. Thomas this past July. Cheap caribbean falsely advertised on their website for the Dreams Resort in St. Thomas. They sdvertised several amenities thst were not available. When questioned they denied any accountability on their part even though ghey were responsible for the website advertisement. They have not been helpful at all in rectifying the situstion. Too many things to put in a message. But we did post our utter dissatisfaction of Cheap Caribbean and Dreams St. Thomas on Trip Advisor.

Again, we are sorry for the inconveniences
the clients encountered upon their arrival. After a further review of this case
and as a gesture of customer service we are offering the clients a refund the additional
cost he paid for the Ocean View at the [redacted] Beach Resort. A refund  of $120 will be processed to their credit card
on file.
Our
aim is always to provide the best service and we do hope that they will give us
another opportunity to prove the next time they travel to Caribbean.

After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on May 16, 2016 The client purchased round trip airfare from EWR to UVF, 7 night stay at the [redacted] Resort The client purchased this vacation for two...

travelers to travel 8/19/16 thru 8/27/16 at a total cost of $3444.72 A trip cost breakdown is as follows:$2181.20 Hotel ($311.60 per night) $1113.52Airfare $125.00 Transfers $ 25.00 Deposit $2075.58Total 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, per our records: On May 16, 2016 the client booked a reservation at the [redacted] with CheapCaribbean The website informed the client at the time that there was two package options. One being all inclusive option the other option: no meal plan. Please see the attached Per our review the client chose the non meal plan and completed the reservation which indicate "Meals not included" when completing the reservation. Please see attached. Client was then sent travel documents. Please see the attached. On 8/19 we were in contact with the client as he realized that his reservation did not hold the all-inclusive plan. The client was advised at this time to add on this all-inclusive option the cost would be $346.80. Client agreed to the charges. Email was then sent to the resort to inform them of this change. The client is fully responsible for this charge. The client purchased this vacation online where the resort details where clearly posted (see attached). 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”. 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. 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 3/12/15
The client purchased round trip airfare from CAK to MBJ, 6 night stay at the [redacted] Montego Bay
The client purchased this vacation for 4...

passengers to travel 5/9/15 thru 5/14/15at a total cost of $3377.04
A trip cost breakdown is as follows:
$1498.60Hotel ($62.44 per person per night)
$1730.44Airfare
$148.00 Transfers & Resort fee & Taxes
$3377.04 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
Per our records the client contact us on 6/30 to inquire about the charges and the following responses given:
FROM CLIENT:
From: [redacted]@cheapcaribbean.com [mailto:[redacted]@cheapcaribbean.com]
Sent: Tuesday, June 30, 2015 3:10 PM
To: CheapCaribbean Reservations; Shawn Yount
Subject: Online Reservations Services: Credit Cards and BillingCustomer first name: [redacted]
Customer last name: [redacted]
Customer email: [redacted]@[redacted].com
Customer phone: [redacted]
Customer booking no (optional): [redacted]
Message topic: Credit Cards and Billing
Message: Good Afternoon, As discussed, please credit my [redacted] Credit card ending in [redacted] for the unauthorized charge in the amount of $598.55 dated April 15, 2015. For your reference the charge is CC *CHEAPCARIBBEAN.COM [redacted] PA $ 598.55 [redacted]. Thank you, [redacted]
TO CLIENT:
On Tue, Jun 30, 2015 at 4:40 PM, CheapCaribbean Reservations wrote:
[redacted],
As discussed previously, this was a charge to change passengers ($50 change fee + cost of new ticket= 548.55) for a total of $598.55.
The last we heard on this, you were going to dispute charges directly with Jason as apparently he provided you a different quote.
Sincerely,
Cheapcaribbean.com Reservations | www.CheapCaribbean.com
FROM CLIENT:
From: [redacted] [mailto:[redacted]@[redacted].com]
Sent: Friday, July 03, 2015 12:35 PM
To: CheapCaribbean Reservations
Subject: Re: Online Reservations Services: Credit Cards and Billing
After speaking with my attorney, please provide me with the receipt of this transaction as I had only authorized the $50.00 to be charged to my [redacted] Card. We are very disappointed, I was recommended by the others in our group of 14 to travel through Cheapcaribbean, 8 of which take vacations through Cheapcaribbean 2-3 times a year. We had a very enjoyable vacation but ever since this, we are beginning to wish we wouldn't have traveled through Cheapcaribbean.
[redacted]
FINAL EXPLAINT TO CLIENT:
From: Customer Care
Sent: Friday, July 03, 2015 1:41 PM
To: [redacted]@[redacted].com
Subject: RE: CheapCaribbean Booking [redacted]
**. [redacted],
Your reservation has been forwarded to the Post-Travel Customer Care department at CheapCaribbean.com for further assistance.
In order us to maintain excellent customer care, CheapCaribbean.com records every agent’s telephone calls with our customers. I have reviewed the telephone call that took place on April 14, 2015 (when you had formally made the passenger change). Please be advised that, after my review, it has been determined that no errors were made with our customer service agent.
On April 11, 2015, you had contacted our offices (from the telephone number [redacted]) to inquire on changing passengers on this booking. At that time, you were advised that the resort’s policy was that this could not be permitted, but that we would contact the resort to review this.
On April 14, 2015, an outbound call was placed to your same number ([redacted]) and by the same agent. The agent advised that we did receive confirmation from the resort that they had provided approval for the passenger change. Our agent advised that there would be a $50.00 CheapCaribbean.com fee for the passenger change but that names on airline tickets could not be changed. Our agent advised that the passenger being cancelled would receive an airline credit less penalty and that new passenger would have to purchase a new ticket in their name. You had advised to our agent that [redacted] was being removed from the booking and that [redacted] was being added to the booking.
Our agent then placed you on hold and priced out the new ticket. Our agent advised that the new ticket was pricing at $548.55. With the $50.00 CheapCaribbean.com fee, the total to make the change would be $598.55. Our agent asked if you would like to make the change; you replied “yes”. Our agent then asked if you would be paying with the credit card on file; you again replied “yes”.
Our agent then asked for you to verify the last four (4) digits of the credit card on file as well as the expiration date. Both pieces of information were verified properly by yourself. Our agent then proceeded to read our verbal terms and conditions for change and payment, which advises:
“By making this (change/payment) today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on the website as posted at www.cheapcaribbean.com/terms.jsp. Please note that the entire amount of $598.55 will be charged to your credit card and once charged, it is non-refundable. Do you agree to these terms and conditions?”
You had then provided verbal consent to the $598.55 charge being made to your credit card on file, which is a [redacted] card ending in [redacted]. For your records, we have provided the below receipt for this charge.

Warm Regards,
Customer Care Department
Office: ###-###-####
Fax: ###-###-####
Department Hours: Mon-Fri 9:00am-8:00pm EST
Email: [email protected]
The client in this case is fully responsible for this charge. All 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.

After review of the case, the following actions weere taken by CheapCaribbean.com:
 
The clients attempted to book a vacation online on 3/3/16
Multiple credit cards were being used for the purchase
Our records indicate that 3 attempts were made using our client credit card for partial...

payment when booking the “Deal of Fortune Montego Bay” vacation package
Each time our client’s card was given an approval – see below
However funds were not never collected from this credit card as other credit cards used to create the purchase of reservations were declining
When a booking is not successfully charged all prior charges are voided – see below
Below  is proof of the charges and immediate voids in each case
 
BOOKING [redacted] – VOIDED
Transactions
Created
Provider
Type
Desc
Ap. Code
Transaction ID
TypeEx
Amount ($)
 
2016-03-03 18:57
(id: 2) Orbital
initial charge
[redacted] - Approved(ac: APPROVED)
 
[redacted]
Default
621.46
2016-03-03 18:57
(id: 2) Orbital
initial charge's void
[redacted] - SUCCESS
 
[redacted]
Default
621.46
 
 
Booking 31612781 – VOIDED
Transactions
Created
Provider
Type
Desc
Ap. Code
Transaction ID
TypeEx
Amount ($)
 
2016-03-03 19:04
(id: 2) Orbital
initial charge
[redacted] - Approved(ac: APPROVED)
 
[redacted]
Default
621.50
2016-03-03 19:04
(id: 2) Orbital
initial charge's void
[redacted] - SUCCESS
 
[redacted]
Default
621.50
 
 
Booking [redacted] - VOIDED
Transactions
Created
Provider
Type
Desc
Ap. Code
Transaction ID
TypeEx
Amount ($)
 
2016-03-03 19:00
(id: 2) Orbital
initial charge
[redacted] - Approved(ac: APPROVED)
 
[redacted]
Default
621.46
2016-03-03 19:00
(id: 2) Orbital
initial charge's void
[redacted] - SUCCESS
 
[redacted]
Default
621.46
 
We see that the client is stating there were four charges. However we see our records only indicating three. If the client has any further concerns we ask for them to contact us directly for further assistance.
 
Our aim is always to provide the best service possible.

This company does all it can to sell and shove products down your throat that you do not need. When you do ask for something special, they notate it, but nothing is done, even though you paid for it. They pass the blame on the resort and your stuck being ripped off. They will not forget to leave out the important questions such as, "would you like an "Adult Only" resort. They'd rather over sell and over charge you on smaller items. Once they make the sale, good luck having any communication with them as it takes a month for someone to get back with you to tell you your hard earned money is gone.

[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:
It is clear and evident from the response Cheapcarribean received from the hotel, that we did not in fact get the room that was advertised on the Cheapcarribean website. I paid extra money to be in a particular room and in the case I didn't get it through my original booking. So, when you overcharge someone the rightful thing to do as a merchant would be to refund the difference. I do not care for the $100 sun dollars because it is not near equivalent to what I paid per person. And since this was booked through Cheapcarrieban and not through the hotel, it is there responsibility to compensate me accordingly. My trust in Cheapcarribean has been lost, therefore I will not book or recommend, since it does not stand by its own advertising.Respectfully, 
[redacted]

From: [redacted] <[redacted].com>Date: Mon, Aug 10, 2015 at 3:00 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>Thank you for looking into this, my lesson learned is to never use or refer Cheap Caribbean nor refer to any of my friends or family due to their "non accountability policy"!!!!