CheapCaribbean.com, Incorporated

After review of the case, the following actions were taking by CheapCariibean.com: Booking # [redacted] The client booked a reservation online on 5/2/2017 The client purchased round trip airfare from JFK to SXM 7-night stay at [redacted] The client purchased this vacation for 4 passengers...

to travel 11/19/17 to 11/26/17 at a total cost of $5135.92 A trip cost breakdown is as follows: $2272.04 Hotel $2863.88 Airfare $5135.92 Total Package Booking # [redacted] The client booked a reservation online on 5/2/2017 The client purchased round trip airfare from JFK to SXM 7-night stay at [redacted] The client purchased this vacation for 2 passengers to travel 11/19/17 to 11/26/17 at a total cost of $5135.92 A trip cost breakdown is as follows: $1731.08  Hotel $1431.94 Airfare $3163.02 Total PackageDuring the online booking process, the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging.   Our Terms specifically state: This vacation is nonrefundable and nontransferable Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations. CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time Services are provided "as is" without warranty of any kind CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability   Charge Now: $USD Charge on XX/XX/XX: $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:  Booking # [redacted]  9/15/17 client contacted us to cancel their booking due to hurricane damages in St. Martin. All cancellation fees waived. Issued a CheapCaribbean.com Future Credit for the full amount of $3163.02 – Credit expires 5/2/18 10/8/17 client re-booked using credit on file – booked reservation to the [redacted], travel dates 11/18/17 – 11/25/17. Package price [redacted].  $915.24 remained on file: Booking #[redacted] (two passengers) $1225.46 Hotel $1122.32Airfare $- 100.00 Promo $2247.78 Total Package     $915.24 Future Credit remains – Credit expires 5/2/18 Booking # [redacted] 9/15/17 client contacted us to cancel their booking due to hurricane damages in St. Martin. Reviewed option to making a change in the reservation. No changes made at this time 9/25/17 Client called and wanting a full future credit like her friend received. Awaited waiver of fees from Delta before issuing CheapCaribbean.com Future Credit 9/26/17 All cancellation fees waived. Issued a CheapCaribbean.com Future Credit for the full amount of $5135.92 – Credit expires 5/2/18 10/8/17 client re-booked 2 reservation using credit on file – booked reservation to the [redacted], travel dates 11/18/17 – 11/25/17. #1 Booking [redacted] Package price $3776.89 four passengers) $ 1532.25 Hotel $ 2244.64 Air $3776.89 Used Partial Future Credit *Additional booking #2 Booking [redacted] Package Price $1285.40 (one passenger) $ 724.24 Hotel $ 561.16 Air $1285.40 Used Partial Future Credit Remaining Future Credit remains –  $73.63 Credit expires 5/2/18 We have spoken to the client and as a gesture of customer service we have offered the clients a refund of the credit remaining and advised that all credits will be issues to the cards on file. The client was satisfied with the outcome.. Once again, we reiterate our sincere apologizes for any difficulties they may have encountered during this hurricane season.  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:Thank you for taking the time to get back to me but unfortunately the position provided is really disappointing. CheapCaribbean wants to have NO liability at all while selecting such a bad Resort. A the time of any booking Cheap Caribbean says that if the client has any issues they could call the company directly and they would solve it but that was not the case at all. What a horrible experience; this company should no longer be in business for allowing customers to be under such poor circumstances. 
Regards,
[redacted]

We do see that our service representative was assisting the clients regarding the excursion and clarification of details of the tour . At one point the client requested we cancel the tour which [redacted] agreed to do. We confirmed the cancellation with the client at which time she stated she wanted to take it. We then contacted [redacted] again to reactivate the tour.  [redacted] advises that the clients were a no show on the day of their tour and the clients claim the tour did not not have the availability.After further review as a gesture of customer service from CheapCaribbean.com, we will be issuing the client a CheapCaribbean Future Credit in the amount of $268.00. The offer will be good one year from the date issued and will receive the offer in an email from us shortly.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 April 20, 2016 The client purchased round trip airfare from ORD to CUN, 4 night stay at the [redacted] Beach Resort The client purchased this vacation for 6 passengers...

travel 5/21/16 thru 5/25/16 at a total cost of $5137.20 • 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 5/21/16 Spoke to Marla and Cheryl....verified cc info with client. This was made in error using the wrong email address ([redacted] advised her husband and daughter created this online). Client advised they received an error that said the reservation did not go through. There are 3 reservations that are active to a different resort ([redacted]). Advised [redacted] that we need to reach out to the resort and airlines to see if they are willing to waive it due to the situation. Advised we may not get an answer until Tuesday as reservations department are generally closed over the weekend. [redacted] understood. PNR cancelled. Sending email to the resort. We received notice from the resort and airline that no penalties would be accessed. 5/27 refunded the client in full $5137.20 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.

on 1/13/17 a refund of $55.94 was processed to our clients card ending in 001 as a result of [redacted] airlines refund offer.  Please see proof of the transaction below:
2017-01-13 15:51 (id: 2) [redacted] manual credit Airline refund 55.94
We are sorry for the...

inconvenience in which caused a delay of our clients refund.   On 1/13/17 the client did contact our office to inquire about the refund.  As a gesture of customer service we also offered and applied $100 in Sun Dollars to our clients account. This offer can be apply to their next vacation with Cheaparibbean.com. Valid for 2 years.
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 Administratively Resolved] Complaint: [redacted]I am rejecting this response because:  Cheap Caribbean's response is a sad excuse for a travel agent company!  My family of 4  lost 3 whole days and they are offering me $100.00 on another $5000.00 vacation that I have to book with them???  Not happening.  Cheap Caribbean has lost my business and the multiple business I have sent them!  I will not book with them ever again.  AND I will let everyone I know via every social network know how badly Cheap Caribbean's customer service is.    Thanks for nothing!  You have ABSOLUTELY NO customer service and didn't even have the common courtesy to return my 2 phone calls.  We played telephone tag and your ONE call back never even contacted me in person!  I am done with this case, as obviously they do not care about me or my family or the money I have spent with them, therefore, we are done doing business with them!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:When I contacted [redacted] which then told me the insurance is SUPPLEMENTAL meaning if my primary personal insurance does not cover it, then they would cover it.  In no way shape or form does it state that the insurance SECONDARY and SUPPLEMENTAL to my PRIMARY insurance.  I will call [redacted] again, but Cheap Caribbean is now claiming its not their misrepresentation of this product they offered.
Regards,
[redacted]

After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online 6/16/17The client purchased round trip airfare from JFK to PUJ, 3-night stay at the [redacted]The client purchased this vacation for 2 passengers to travel 9/18/17...

thru 9/22/17 at a total cost of $2059.08A trip cost breakdown is as follows:$981.10 Hotel $886.32 Airfare$191.66 Transfers & Insurance $2059.08 Total Package During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging.  Our Terms specifically state: This vacation is nonrefundable and nontransferableChanges 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 kindCheapCaribbean.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: $USDCharge on XX/XX/XX: $USD   Total Price: $USD Total Price:  $USD Balance $  I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions  In review:   9/7 client called concerned about resort and travel due to hurricanes, we let her know we have an updated information from the hotel, they are fully operational and accepting arrivals. She asked about extending her vacation and refunds due to lower rates she is now seeing. We let her know we would be able to extend, explained we would need to look at air/hotel availability, air change fees are $200 pp plus any additional fare increase, if the flights were less she would still pay the change fee but no fare diff would be applied plus any additional hotel nights. Refunds are not available as she purchased a non refundable vacation and outside of 24 hours we cannot adjust the pricing. No changes were made.9/13 client called in for quote adding 2 additional nights check out 09/24, No changes made.9/17 client called twice this day: reviewing options to change the reservation due to Tropical Storm Maria. Advised they could file claim as one option. Advised waivers were in place with Jet Blue for the flights but resort will charge penalty currently as its not under hurricane warning.  Or #2: cancel per our terms and conditions and we would issue them a Future Credit. No changes made.  They advised they will be traveling tomorrow.10/8 the client contacted us post travel to express their concern.  Again, we advised that we did provide option to change, file a claim or cancel and be issued a Future Credit.  The options were left up to the client to decide as to what course of action they wished to take. Once again, we reiterate our sincere apologizes for any difficulties they may have encountered during this hurricane season. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this. No further compensation is being offered at this time.*terms and conditions attached

I went to the Dominican Republic with my wife . We were not allowed to use the beach any of the 5 days that we were there because if the hurricane . I emailed cheap Caribbean and Shana told me that the hurricane did not hit that part of the island . I emailed cheap Caribbean the letter that the hotel sent us about the hurricane . The hotel wanted us to bring in the furniture from the balcony and stay on the property but away from the beach . When cheap Caribbean saw my proof they offered me $100 off of my next trip with them . That is less than 1/10 of what I paid . We had 2 people for 5 days so that comes to $10 per day per person . The beach was in the advertisement and we couldn't use it . Melanie told me that I should "read the fine print ." I'm a customer and I'm unhappy . I went there to snorkel and I couldn't use the beach . I saved to give my wife a great time . Celebrity cruise is giving their customers $250 on board spending and 1/2 off their next trip . I was offered $100 off my next trip . I'm not sure about the "fine print " . I know my wife and myself could not use the beach at all . We spent 5 days there and couldn't use the beach .

[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 specifically asked multiple times while I was on the phone all days of due to this incident if the insurance would cover going home. We were informed no because we didn't upgrade the insurance, however that's untrue. The only option we were provided was staying on the resort, transfer to another for more funds, pay our own way home and receiver no refund or find our own resort which is clearly shown by your reps on the first email you attached on this rebuttal. If we specifically asked the rep from cheap Caribbean (I encourage listening to the recorded phone calls if available) why were we told that we were not eligible to be sent home based on the insurance we received. Multiple times this was asked and multiple times we were informed no! By the time I was informed to contact the insurance company it was be day the one party went home? I don't understand or appreciate being told that it wasn't covered even though she was injured, told we didn't purchase that option and to essentially shell out more money that we didn't have to try to get home? Unacceptable as had my questioned of been answered honestly and my complaint taken seriously we could've avoided further medical issues that our on traveler had. She is now going to have to have surgery possibly for neglect of handling this appropriately. If anything we should atleast be refunded anything after the first day of staying at this incident happened the night we arrived, you were notified immediately and we were denied immediately. I asked several times for another member of management in which I was denied several times as well as I was told there was no one else available. Again, listen to your phone records
Regards,
[redacted]

After review of the case, the following actions were taken by CheapCaribbean.com:
 
The client booked a vacation with a CheapCaribbean.com representative on July 21, 2016
The client purchased round trip airfare from SFO to CUN for 4 nights stay at [redacted] Cancun and Round Trip Airport...

Transfers. 
The client purchased this vacation for 9/10/16 and 9/13/16 to travel at a total cost of $1467.84 as noted on her travel voucher.
 
A trips a costs breakdowns is as follows:
$712.50– Hotel ($178.12 per night)
$663.34 – Airfare
$92.00 – Transfers
$1467.84 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 at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased Allianz’s standard travel insurance as part of this package, which includes hurricane and weather protection. This policy is nonrefundable after 10 days. You will receive a separate email from Allianz Global Assistance containing your policy confirmation and certificate of coverage within 1-2 business days which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. It is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Please note that it is also your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking.
 
In review of the reservation:
 
On 9/10/16:
·         [redacted] called CheapCaribbean highly upset because she has been there since 2:00 am and still does not have a room.
·         She did not book the night of the 9/9.
·         She states booking agent told her it would be fine.
·         The agent then spoke with a representative at the resorts front desk. He assured the agent they are cleaning a room now and she should have it within the hour.
 
In review of the call at the time of booking:
 
·         Client was booking a 2:15am arrive to Cancun on 9/10/16
·         The client originally spoke with an agent who told her that check in was 3:00 pm and they may be able to use amenities at the resort but there was no guarantee they would be given a room early.
·         The agent then transferred the call to our service department to do the Future Credit she held from a prior booking.
·         The agent called the resort for advisement and then explained to the client that IF they had a room available that they may be able to check in early but until then she may use restaurants and pool areas.
·         She also stated there was no guarantee they would be allowed to check in early. Client stated "that's perfect, that's fine
 
Once again, we reiterate our sincere apologizes that the resort did not meet the clients’ expectations.
 
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.

The client booked a reservation online on January 14, 2016
The client purchased round trip airfare from PHL to CUN, 4 night stay at the [redacted] Resort & Spa
The client purchased this vacation for two passenger to travel 5-26-16 thru 5*30/15 at a total cost of...

$1545.56
 
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 ter[redacted]tion 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
 
 
3/03 the client was contacted and advised of the schedule change. The following email was sent to client;
 
[redacted] and [redacted],
I have looked for alternate options with other carriers for flights that return prior to 3pm on May 30 and there are no flights with any alternate carriers. [redacted] has discontinued your flight for May 30 they have offered you a flight on May 29. This is truly the only option.F9 100 29MAY [redacted] 1035A 319PI realize this reduces your trip by one day. We would reimburse your credit card the cost of the reduction in travel days. If this is not an option, we can refund your package in full to the original form of payment. Please advise how you would like to proceed.
 
3/7 after receiving another email from the client the following email was sent to client:
 
[redacted], when you booked your reservation you agreed to our terms and conditions (see below). And [redacted] does not offer any compensation for schedule changes. Unfortunately there are no nonstop flights on your return date that would have you back in time for your 6pm wedding on May 30, your original return travel date. At this point we can offer you the flights you requested with the add collect of $349.00 per person or the adjusted travel date option I mentioned in my previous email (*). Terms & Conditions:CheapCaribbean.com, Inc. is not responsible for schedule changes issued by the airline. CheapCaribbean.com, Inc. will not pay an increase in fare for an alternative airline and is subject to the policy and restrictions issued by the airline.(*)Adjusted travel date due to [redacted] schedule change ?? we can offer you these flights, with no additional cost:F9 101 26MAY PHLCUN 635A 915AF9 100 29MAY CUNPHL 1035A 319P I realize this reduces your trip by one day. We would reimburse your credit card the cost of the reduction in travel days. If none of these are not a viable option, we can refund you package in full to the original form of payment. Please advise how you would like to proceed
 
 
3/14 in our attempt to resolve this matter a full refund was processed to our client’s card on file in the amount of $1545.56 and the client advised
 
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 4/12/16 The client purchased round trip airfare from 10/14/16 to 10/18/16, 4 night stay at the Iberostar Grand Hotel Rose Hall The client purchased this vacation for Diane...

Carlucci and herself to travel 10/14/116 thru 10/18/16 at a total cost of $3208.82 A trip cost breakdown is as follows: $2000.20 Hotel $1208.62 Airfare $3208.82 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 4/12 client called after booking to inquire about the resorts credit as she said she saw on the website. We can see that during the booking process the client was able to view the offer which advised her to see the booking documents for further details. In review her voucher did read correctly. However the dates chosen by the client for travel did not qualify for this specific resort promotion. Since she was under the 24 hours of making the booking she was given the option to cancel without penalty and offered a full refund. Client advised she would need to speak to her boyfriend. The agent then advised that she had up until 5pm the following day to cancel her reservation. She communicated she understood. Client did not contact us for any changes or cancellation to date. Reservation currently remains active. Please see the attached documents: Terms and Conditions that where agreed to by the client at the time of booking and the Travel Vouchers that were issued to the client at the time of booking. No further refund is being offered. 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 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 [redacted] 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 3:58 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, 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 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.

In review and at our requested we asked the client to submit a receipt to cover the cost of the upgrade for the nights of the upgrade. In this case the client purchased the upgrade for 4 nights only. The client then sent us a picture of the reciept (see attached) of the out of pocket expense in the...

amount of $232.27 The client was refunded the amount on 8/14/17 to the credit card on file. We apologies for any of the 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.

[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.  I will wait for the refund in 6-8 weeks. If there is a change, please notify me immediately. 
Regards,
[redacted]

After review of the case, the following actions were taken by CheapCaribbean.com:
• The client booked a vacation with a CheapCaribbean.com representative on 2/19/15
The client purchased round trip airfare from ORD to CUN for 4 nights stay at [redacted] Cancun
The client purchased this...

vacation for 5 passenger including himself to travel at a total cost of 4361.90
A trips a costs breakdowns is as follows:
$1953.50– Hotel = 97.67 per pax per night
$2279.40 – Airfare = 455.88 per pax
$ 129.00 - Transfers
$4361.90 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 package. Terms of Use appearing on our website as posted at www.cheapcaribbean.com/terms.jspand that all passenger name information exactly matches your official documents. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. Changes to or cancellation of your reservation will incur a $50 per person fee, plus any applicable air and resort penalties and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. Hurricane and Weather insurance is not included in this package, however comprehensive illness and injury insurance is available, as well as an enhanced ‘Cancel for Any Reason’ plan, both of which include the weather insurance coverage. The Standard illness and injury coverage is available for purchase up until 72 hours prior to departure, however, the enhanced ‘Cancel for Any Reason’ plan must be purchased today; this enhanced insurance is not available for purchase at a later date. You the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Lastly, it is your responsibility to ensure that you have the proper documents to enter, connect through, or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. Please note, it is your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Do you agree to these terms and conditions?” -The client must
agree before you proceed with the booking.
In review of the reservation:
• 2/19 client booked their reservation to [redacted] Cancun
• 2/23 resort contacted us saying that they had overbooked and unfortunately had no availability for our client
• 2/23 client was contacted and advised – searching for availability we found no other hotel in Cancun that allowed 5 passenger in a room. We did find availability in Rivieria Maya at Sandos Caracol and Sandos Playcar in which was offered to the client.
The following email was sent to the client:
From: CheapCaribbean Reservations
Sent: Monday, February 23, 2015 6:52 PM
To: '[redacted] 'Subject: Urgent - CheapCaribbean Booking #[redacted] - Crown Paradise Not Available
Dear Alexander,
[redacted] Cancun has contacted CheapCaribbean advising that they are overbooked for your dates of stay. I would like to speak with you regarding alternative options. I will be in the office tonight until 11pm EST. The phone number and my extension are listed below. I look forward to hearing from you.
2/23 at 9:23pm the client contacted us.
• We informed the client multiple times that we had already gone back to the resort and they do not have rooms. We offered to refund the resort portion.
• We offered to look into a full refund.
• Advised we found resorts in Riviera Maya that all 5 pax can be in one room.
• Client refused to pay more.
• Client requested a supervisor.
• The agent advised the client that they will inform the sups that he either wants to be moved at no cost or be given a full refund.
• Advise client someone will call him tomorrow.
• Client also said this package was supposed to have Standard Insurance.
• Advise that it cannot be added at this time, and it wouldn't have helped in this situation.
• The following email was then sent to the client providing options for consideration:
From: CheapCaribbean Reservations
Sent: Monday, February 23, 2015 9:44 PM
To: '[redacted]'
Subject: CheapCaribbean Booking #[redacted] - Alternative Resorts
Dear Alexander,
Thank you for taking the time to speak with me this evening. At your request, here is a list of the resorts we talked about as well as the additional amount that would be due. Sandos Caracol Eco-Resort & Spa[redacted] +$727.16 in a Junior SuiteKey Highlights:?Kids Club open from 10am-10pm (4-12 years) and Teen's activities (13-17 years)?Sandos Aqua Park with 17 waterslides?45 minutes from Cancun International Airport (CUN) and just 15 minutes from Playa del CarmenSandos Playacar Beach Resort & Spa[redacted]l +$740.04 in a Riviera Junior SuiteKey Highlights:?Baby club (2-3 years old), Kid's club (4-12 years old) and Teen's club (13-17 years old) available with a daily activities program. Daily, 10am-10pm?2 Children??s Pools?Sandos Playacar Beach Resort & Spa is located in the exclusive development of Playacar, within a short distance from the town of Playa del CarmenGrand Palladium Riviera Resort & Spa[redacted] +$1,158.10 in a Junior SuiteKey Highlights:?Baby's club for ages 1-3, the mini-club for ages 4-12 and a teen's club for ages 13-16, with age appropriate activities for each group?Children??s Pool?50 miles south of Cancun International Airport (CUN), 20 minutes from Playa Del Carmen and seven minutes from Akumal
2/24 a supervisor as promised contacted the client. Further options were discussed not able to reach an agreement with options offered we refunded the client in full.
Per the terms and conditions that our client agreed to at the time of booking:
In the event that the supplier overbooks their property or for any reason beyond our control, we reserve the right to either provide alternative accommodations of a similar standard or cancel the reservation in full, our option
Once again, we reiterate are sincere apologizes the resort was unable to confirm our client reservation. 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.

mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;"> After
review of the case, the following actions were taken by CheapCaribbean.com:
 
The
client booked a vacation with a CheapCaribbean.com representative on
9/4/13 at 3:01 pm
The client purchased round trip airfare from
[redacted] to [redacted] for 5 nights stay at the [redacted] and Round Trip Airport Transfers. 
The client purchased this vacation
for 2 passengers to travel 9/6/14 to 9/11/14 at a total cost of 1738.40
Package breakdown:
 
$772.08
– Hotel ($154.41per night)
$991.32
– Airfare
$
75.00 –
Transfers
-$100.00
– Promo
$1738.40
Total 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 p
 
Terms of Use appearing on our website as posted at
www.cheapcaribbean.com/terms.jspand that all passenger name information exactly
matches your official documents. Please note that once I submit your
reservation, the entire amount will be charged to your credit card. Once
charged, it is non-refundable. Changes to or cancellation of your reservation
will incur a $50 per person fee, plus any applicable air and resort penalties
and any increase in price resulting from the change. Upon cancellation, a
credit towards future travel will be issued for the balance remaining.
Hurricane and Weather insurance is not included in this package, however
comprehensive illness and injury insurance is available, as well as an enhanced
‘Cancel for Any Reason’ plan, both of which include the weather insurance
coverage. The Standard illness and injury coverage is available for purchase up
until 72 hours prior to departure, however, the enhanced ‘Cancel for Any
Reason’ plan must be purchased today; this enhanced insurance is not available
for purchase at a later date. You the customer are responsible for any
additional airline baggage fees, pre-assigned seating, 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:
 
 
·        
The client
contacted us the day after the reservation was booked to cancel the
reservation. 
·        
The client
advised the agent that he did not want to travel as there was a Tropical
Depression in the area of Puerto Rico. 
·        
The agent
advised the client that the cancellation would be processed in accordance with
the nonrefundable Terms and Conditions of the booking. There would be a
$50 per person cancellation fee, a $200 per person airline cancellation fee and
a one night hotel cancellation fee. 
·        
The client wanted
us to waive these fees. 
·        
He advised
the agent that he should have been notified at the time of purchase that there
was a tropical depression in the area.
·        
If the client
had inquired about the weather prior to finalizing the reservation the agent
certainly would have provided the client with the weather for the
destination. 
·        
However the
storm did not turn into a Tropical Depression until September 4, 2013 at
5pm (as per the National Hurricane Center printout included in the backup)
which was after the client had made the purchase. 
·        
The airport
were open and flights were being recieved
·        
The client was
traveling during Hurricane Season in the Caribbean and it is the client’s
responsibility to ensure that the travel plans they are requesting meet their
vacation needs prior to finalizing the purchase. 
·        
If the client
was interested in canceling the reservation we could not waive the cancellation
fees, and a Future Credit would be issued less fees. 
·        
If the client
was interested in traveling to another destination that was not being affected
by the Tropical Depression we were willing to assist him with making these
changes for our client’s reservation. 
·        
The client would
have inquired change fees, plus any increase in cost resulting from the
change. 
·        
We advised
the clients that the other options would be to change the travel dates but
still travel to the same destination. 
·        
We informed
the client that the hotel might be willing to waive their cancellations fees as
a customer service gesture if they were changing the dates rather than
canceling outright. 
·        
We told the
client that we would inquire about changing the travel dates with the hotel
without incurring penalties.
·        
The
resort informed us that as a customer service gesture they would waive the one
night cancellation penalty if the clients reschedule for a later
date. 
·        
They
also advised that they would not waive the fee if the clients cancel
outright. 
·        
The
client inquired about changing the reservation to hotels that we do not sell.
·        
He also
advised the agent that he would contact his lawyer as he should not be
responsible for paying fees.
·        
We
advised the client that we could cancel the airfare and avoid the $200 per
person airfare, since the airline tickets were still voidable. 
·        
If the
client were to change the travel dates he would not be charged a hotel
cancellation fee. 
·        
He could
essentially rebook the reservation for different dates without incurring fees,
as the airfare was pricing out the same as he paid, and there was no increase
in cost to apply. 
·        
The client
chose to cancel the reservation. 
·        
We
advised that there would be a $50 per person cancellation fee and a one night
$154.42 hotel cancellation fee. 
·        
The
remaining $1,408.98 would be issued to the client in the form of a future
credit for future travel. 
·        
The reservation
was cancelled and the client was issued a future credit in the amount of $1408.98. 
·        
No further refund was due as the purchase was
nonrefundable. 
·        
The client claim that he was not advised of the
storm is negated by the National Hurricane Center printout showing the storm
was not officially formed until after the services were purchased.
·        
It also indicates that the Tropical Storm would
have passed over Puerto Rico on his day of arrival.
·        
The client also had the opportunity to purchase
insurance coverage for this reservation which would have allowed him to file an
insurance claim for reimbursement for weather related cancellations. 
·        
The client however chose not to purchase this
coverage and therefore it cannot be offered to the client
·        
11/18/13 the credit card closed the client initial
chargeback in our favor.
·        
Client contacted our office on 2/12 disputing the
Future Credit issued and the amount.
·        
Client was advised that in order for fees to be
waived we needed the authorization given by the resort. We contacted the
Condado (as client  stated he was told by
the resort  fees would be waived) with a
request to waive fee which we were invoiced for. They confirmed in writing on
2/21/14 that penalties would be waived and apologized for the confusion.  See below email from the resort.
 
RESORT CONFIRMS FEES ARE WAIVED:
From: Yamira.Velez@[redacted].com]
Sent: Friday, February 21, 2014 11:25
Subject: RE: URGENT PAST RESERVATION 30964724 - Confirmation: 3534094203
Dear Melanie,
That is correct; we did not charge
the penalty. Please excuse the confusion; we finally agree not to charge the
cancellation.
Thank you,
Cordially
Control Supervisor
 
[redacted] | [redacted],
Puerto Rico | [redacted] yamira.velez@[redacted].[redacted]________________________________________
 
With confirmation from the resort we made adjustment to the
client Future Credit voucher.
Original we had issued the client a future credit on 9/5/13 (attached)
reflecting fees of cancellation (resort $154.42 and CheapCaribbean.com
cancellation fee $50 per person) and with an expiration date one year from the original
booking date (see attached).
Along with the resorts offer to waive fees and we also waived our
cancellation fees and adjusted the Future Credit to its full value in which he
paid at the time of booking $1738.40 (see attached).
In addition we offered the client the future credit to be booked
by 9/4/14 for travel any time after.
This offer was originally given verbally over the phone and noted
in the clients booking. 
At the clients request we reissued his Future Credit stating our
agreement and emailed him an updated voucher (see attached).
 
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 further compensation is being offers at this
time.

size="3">After review of the case, the
following actions was taken by CheapCaribbean.com:
The clients daughter booked a vacation with a CheapCaribbean.com
representative on 11/29/14 using her credit card
The client purchased round trip airfare from St.
Louis to Jamaica for 4 nights stay at the [redacted] and Round
Trip Private Airport Transfers. 
The client purchased this vacation for 2 passengers to travel
at a total cost of 2694.57 
A trips a costs breakdowns is as
follows:
$1028.44 – Hotel
$1242.38 – Airfare
$262.50 – Private Transfers
$186.25 – Standard Insurance
$ 25.00 – Deposit Fee
$-50.00 – Promo
$2694.57 Total Package
$1577.72 Deposit
$1116.85 Due 21 days prior to
travel
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 50.00 per person
fee, plus any applicable resort penalties and air penalties, up to the full
cost of your ticket(s), and any increase in price resulting from the change.
Upon cancellation, a credit towards future travel will be issued for the
balance remaining. You have purchased Aon’s standard illness and injury
insurance, which includes hurricane and weather protection, as part of this
package. This policy is nonrefundable after 24 hours. Your confirmation documents
will include a link for Aon Insurance which can be used to view a full schedule
of benefits for the policy you purchased. Please note that once I submit your
reservation, the non-refundable deposit will be immediately charged to your
credit card. Additionally, the deposit amount includes a $25 deposit fee. The
remaining balance is required at least 21 days prior to trip departure. Future
payments will be automatically charged to the initial credit card used for
deposit on the date noted on your deposit invoice. You are also able to log
into your CheapCaribbean.com account and apply payment prior to the due date.
It is your responsibility to verify that the credit card being used for final
payment will be valid on the scheduled due date. In the event that
CheapCaribbean.com is unable to collect the remaining balance, your reservation
will be cancelled. It is your responsibility to ensure that you have the proper
documents to enter, connect through or stop in the destinations on your
itinerary. CheapCaribbean.com is not responsible for denied boarding due to
improper documentation. You as the customer are responsible for any additional
airline baggage fees, pre-assigned seating, incidentals at the resort, and
entry or exit fees resulting from purchase. Please note that it is also your
responsibility to confirm your flights directly with the airline 24 hours prior
to travel. Do you agree to these terms and conditions?” - The client must
agree before proceeding with the booking.
In review of the reservation:
Client’s daughter called
to make the reservation and accommodation for her and her mother, traveling
with a large group to the [redacted], all booking separate reservations
Her daughter requested a
later flight after reviewing the least expensive flight options at the time of
booking
Client found a flight on
American Airlines which was agreeable due to the departure time
Knowing the client needed
additional assistance while on vacation the agent advised the daughter she
would notify the airlines as well as the hotel and transfer company of the
needed assistance
When booking transfers,
and to accommodate the need for assistances private transfers were booked as the
public transfer vehicle does not have access for wheelchairs
Client in addition also booked
standard insurance
The agent reviewed all aspects
of the reservation with the client, then agreed to the price and our terms and
conditions before the agent charged the credit card
In review of their friend’s
reservation the clients contacted us 2 weeks later and booked a different flight
all together with mixed airlines & public transportation
The issue that one client
pays more then another depends on many variables and timing of booking
We understand the clients
concern with pricing: Pricing can change hour by hour or even day by day in the
travel industry.  However once committed
to the price and rates of the airlines and resort we are unable to make any
adjustments. Any alterations made after the booking would incur a fee. Client contacted us 2 weeks after her booking
was made at which time no changes could be made without penalties imposed.
Please know we have notified all vendors and the resort
of the assistance needs for the client to have an enjoyable journey to and from
the resort and while on vacation
Our aim is always to provide the
best service and we hope that they will give us another opportunity to prove
this.
If the client has any further
concerns she may contact me at my direct extension [redacted].
No further compensation is being
offers at this time.

[redacted]  [redacted]
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]