CheapCaribbean.com, Incorporated

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

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

Below is our review of the situation: Friday 8/7/15 called
from ###-###-####
Client calls to inquire about a vacation package.
Client inquires about a trip for 2...

passenger - client is
looking online at flights – discuss [redacted] flight option and time $26974 if I
was to select first flight option [redacted] that’s 600 less. Pricing out
currently at $2123
Towards the end of the call after speaking about several
room options, airlines options and dates of travel the client is interested in a
room at the resort that isn’t currently showing availability. 
The agent advised she will email the resort for availability
Client then advises the agent she’ll call her husband at
work to review flights option and pricing
Client advises she is call the agent back in 5 minutes.
Agent advised there are only 2 seats left on the charter-
[redacted] and would need to move quickly (cheaper flight) to secure the
flights
The agent advised she is going to put the air on temporary
hold and email the resort in the meantime
We have not
records of any calls made to us beyond this point until Monday August 11, 2015
from ###-###-####:
On Monday the client husbands calls saying they did not hear
back from agent and they are unable to reach the agent they spoke to on Friday
Client says the agent on Friday was waiting on a response
from the resort to confirm a swim up room that was not seen as an option on our
website
The client advised he now sees the flight cost increased– said
his wife left numerous voice messages
Agent advised that Connie in not in today
Client at this point says his wife was waiting for a call her
back from the agent
Client said his wife advised she had called the agent twice,
the second time giving her after passport information and advised to go ahead
and book.   [redacted] in review of all calls there was no
second call reported to agents extension or to CheapCaribbean.com  from 8/7 to 
8/9.
Agent advises the client she will build a new package for
his dates of travel to get an idea on pricing options - there was also an option
to price match for better pricing - agent does apologies at this point and
advises they will have a call review done at the request of the client 
The agent advises the client she has received the review of
the call and recaps the following: His wife called on Friday she said that the
site was not given her option for the swim out room for those days of travel
she was seeking. Agent said we don’t have it available and would request availability
from the resort. Client then said she
would call her husband at work and call her back in 5 minutes
The agent then advises that there was no second call made
from the same number.
Clients disputed this fact. 
No further discuss made and the client ending the call.
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 was notified within 30 days of travel.  Attached are correspondence with Cheap Caribbean and pictures of the conditions at the resort.  Additionally Cheap Caribbean continues to misrepresent this resort on their site which I will sending to the appropriate governmental agencies.  Please see pdf's attached.
I will be out of the country returning on 4/9/2015, please note this when you receive a response from CC as I will not have email access.
Regards,
[redacted]

In review of the situation as explained in our previous response we did attempt to find alternative accommodation in Cabo for our client at that time.
Unfortunately there was no availability for their dates of travel at any of the resorts we have listed on our site. In this case a full refund was processed to the clients credit card on file.
Again, our position remains the same.

After
review of the case,...

the following actions were taking by CheapCariibean.com:
 
The client booked a reservation online
on 4/18/15
The client purchased round
trip airfare from PIT to GCM, 5 night stay at the [redacted]
Grand Cayman [redacted] Beach
The client purchased this vacation for four
passengers and
herself to travel 7/19/15 thru 7/24/15 at a total cost of $6729.57 
A trip cost breakdown is as follows:
 
$2592.29 Hotel
    (Room #1: 2 pax = $609.38 each)
    (Room #2: 2 pax = $609.38 each + 1 pax $154.77)
$3175.50 Airfare
($635.10 per pax)
$ 450.00   Resort Fees
$ 611.78   [redacted] Enhanced Insurance
($-100.00) Promo Discount
$6729.57  
Total Package
 
During the online booking process the client
was required to "Click
and Agree" to our nonrefundable Terms and
Conditions.  If these Terms are not agreed to then the booking not a
processing and the credit card not a charging. 
 
Our Terms specifically
state:
“Changes to dates, destinations, hotel, air
itinerary, etc. can be made at any time for a Change Fee of $50 per person
(adults over the age of 12), plus any applicable airline penalties, hotel
cancellation penalties, and/or any increase in price resulting from the
change.  In addition, you will be responsible for all charges, fees,
duties, taxes, and assessment arising out of your use of the Products and
Services available from the Site.”
“The information, software, products, and
services published on this web site may include inaccuracies or typographical
errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee
the accuracy of, and disclaim liability for inaccuracies relating to the
information and description of the hotel, air, cruise, car and other travel
products displayed on this website (including, Without limitation, photographs,
list of hotel amenities, general product Descriptions, etc.), much of which
information is provided by the respective suppliers. Hotel ratings displayed on
this website are intended as only general guidelines, and CheapCaribbean.com,
Inc. and its affiliates do not guarantee the accuracy of the
ratings”  
“CheapCaribbean.com, Inc., its affiliates,
and/or their respective suppliers make no representations about the suitability
of the information, software, products, and services contained on this web site
for any purpose, and the inclusion or offering for sale of any products or
services on this web site does not constitute any endorsement or recommendation
of such products or services by CheapCaribbean.com, Inc. or its affiliates. All
such information, software, products, and services are provided "as
is" without warranty of any kind. CheapCaribbean.com, Inc., its
affiliates, and/or their respective suppliers hereby disclaim all warranties
and conditions with regard to this information, software, products, and services,
including all implied warranties and conditions of merchantability, fitness for
a particular purpose, title, and non-infringement. The carriers, hotels and
other suppliers providing travel or other services for CheapCaribbean.com, Inc.
are independent contractors and not agents or employees of CheapCaribbean.com,
Inc. or its affiliates. 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.
CheapCaribbean.com, Inc. and its affiliates have no liability and will make no
refund in the event of any delay, cancellation, overbooking, strike, force
majeure or other causes beyond their direct control, and they have no
responsibility for any additional expense, omissions, delays, re-routing or
acts of any government or authority. In no event shall CheapCaribbean.com,
Inc., its affiliates, and/or their respective suppliers be liable for any
direct, indirect, punitive, incidental, special, or consequential damages
arising out of, or in any way connected with, the use of this web site or with
the delay or inability to use this web site, or for any information, software,
products, and services obtained through this website, or otherwise arising out
of the use of this website, whether based on contract, tort, strict liability,
or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their
respective suppliers have been advised of the possibility of damages.”
 
 
7/19 11:43am
the client contacted us to say they encountered a flight delay and would be
arriving to the resort later this night
7/19 10:12pm
the client called to say  they had
encountered severe weather and requested a shift in date as the flight was not
departing till the following day
7/20 7:39am
the client was notified the resort had honored their request for a shift in
dates arriving on: July 20, 2015 and
departing on July 25, 2015. Per American Airlines records they shifted their
return date to 7/25/15
9/8 the
client called CheapCaribbean.com to express her dissatisfaction with the payout
from [redacted] (due to their delay) and what each passenger had received from [redacted]
It was explain to the client that our site does show an overall average
per person and the insurance was based on the overall package price and that
she would need to speak to [redacted] regarding her concerns about the payout
In this case the client booked all 5 passengers and requested 2
rooms.  As one of the rooms included 3
passengers the 3rd passenger in the 2nd room was provided
a discounted rate by the resort. The cost breakdown was then provided to the
insurance company to [redacted].
9/9 the
clients call was returned at her requests – she was not disputing the overall
amount received in total, just the way it was disturbed to all passenger on the
reservation. It was then again explained that since she had filed a claim and
disapproved of the way the funds were recieved she would need to speak to [redacted]
directly.
While we
sympathize with the client’s disappointment with the Insurance reimbursement
issued, however this is determined solely by [redacted] Insurance and the
Underwriter.  [redacted] informed us the passenger were issued reimbursement for
their out of pocket expenses as well as a missed night.  Note that the clients did not miss any nights
purchased.  They purchased a 5 night stay from CheapCaribbean.com and
received a 5 night stay at the resort.  We worked with the hotel to
‘shift’ the clients travel dates when notified of their delay.  Rather
than staying their original dates of 7/19/15 to 7/24/15, we worked to change
the dates to 7/20/15 to 7/25/15 without additional cost to the clients. Again 5
nights purchased and 5 nights received.
 
 
Per [redacted]  Insurance they
reimbursement each passenger as follows:
 
Pax #1 $178.88
– Room #1
Pax #2 $178.88
– Room #1
 
Pax #1 $155.04
– Room #2
Pax #2 $146.88
– Room #2
Pax #3  $  61.54 - Room
#2
 
We also have
been notified that two of the clients have submitted a claim with [redacted] for
luggage damaged. [redacted] has advised that they have contacted the clients for some additional
information needed.  To date [redacted] have not
received the additional information needed to complete the claim.
 
If the
client has any further questions or concerns about the reimbursement they
received they may contact [redacted] at: [redacted].
 
Once
again, we reiterate our sincere apologizes for any difficulties they feel they
may have encountered with our Customer Care Department.  We’d like to thank the client for her
feedback and will review all calls for ongoing training purposes and to improve
our performance.
 
Our
aim is always to provide the best service and we hope that they will give us
another opportunity to prove this.
 
*Attached
are CheapCaribbean.com Terms and Conditions
*Attached
[redacted] Enhanced Policy

After review of the case, the following actions where taken by CheapCaribbean.com:
• The client booked a vacation with a CheapCaribbean.com representative on 5/8/15
The client purchased round trip airfare from JFK to SDQ for 5 nights stay at [redacted]
The client purchased...

this vacation for 3 passengers at a total cost of 2027.18
A trips a costs breakdowns is as follows:
$522.38 – Hotel ($104.47 per night)
$1504.80 – Airfare
$2027.18 Total Package

• During the online booking process the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged.
“By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website 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:
5/21 client contacted us from destination with some concerns about the amenities offered and the kid club facility. The CheapCaribbean.com agent contact the resort immediately and spoke to the resorts manager. He stated he would speak to the client to make their stay better. The client was advised of this as well.
6/3 the client contacted us upon their return and voiced her dissatisfaction about her overall experience. She was advised to submit her feedback to us and we would send her complaint issues to the resort for a full review and any offers of compensation.
6/3 the client complaint was received and sent to the resort
6/4 the resort reviewed her statement and sent their response which was forwarded on the client:
From: Customer Care
Sent: Thursday, June 04, 2015 12:16 PM
To: '[redacted]'
Subject: RE: Booking ID# [redacted]
Re: Booking # [redacted]
Dear Ms. Wilson,
We would first like to take this opportunity to thank you for your patience while we received a response from [redacted]. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. We are very sorry to hear of your disappointment with your recent reservation at [redacted]. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our website. We regret any inconveniences that you may have experienced and we thank you for providing us with your valuable comments and feedback.
We have contacted the resort to inform them of the concerns you encountered during your stay and have also requested compensation on your behalf. CheapCaribbean.com would like to provide to you a copy of the response that we received directly from Management at [redacted]:
We would like to acknowledge that we have received your e-mail concerning our mutual guest recent stay at our property, the [redacted] here in La Romana. We also would like to thank them for taking the time out to communicate the impressions of their vacation with us. It is through communications of this nature that our customers give us an opportunity to assess and evaluate our performance, as well as to ensure we maintain and deliver the level of service expected from our hotel. It is indeed with great regret that we have leant that their experience with some of our facilities in our resort did not reach their expectations. Please rest assured that all their comments are being taking serious and will be forwarded to the relevant departments heads in order to avoid the reoccurrence of such a situation and corrective measure will be taken; as a service-oriented company, our objective is not only to fulfil, but also surpass our guests expectations to avoid this kind of situations in the future. However please, allow us to explain a few points that we consider important.
We would like to inform that all our rooms e here in [redacted] are junior suites, some of them with king size bed, some others with 2 doubles beds , requests always under availability. Concerning the situation with the temperature of our jacuzzis placed in the main swimming pool outdoor, as an act of good will and because of our good relationships with Cheap Caribbean they were offered 1 hour in the hot tub of our Spa completely free of charge under the signature of a disclaimer. Please see document attached. We would like to inform that [redacted] has a unique and very tight control system of detection and identification of possible health issues. This is formed by information that we gather through stores (selling medication), doctors office (reporting visits), reps (reporting clients with problems), Guest Service (clients reporting problems) and Housekeeping (reporting anything that could indicate a client is ill while cleaning the rooms). All this information is gathered every day in every hotel in the chain by the Health & Safety department. This way we can identify problems the moment that we see some elevated numbers in these reports. We work with established hygiene and sanitation standards, which are monitored continuously. It is imperative to remark that, Tour Operators demand strict rules of hygiene and security; We follow a strict program of cleaning, and constant monitoring of all standards of quality in our hotel, controlled by the H A C C P Manager that usually makes inspections with the control risk system of Hazard Analysis Critical Control Points, one of the most effective systems, which helps to evaluate all levels of quality in our products, such as, beverages & food, swimming pools, Jacuzzis, among others. An audit is conducted monthly by the firm Crystal America with very high standards that we follow with excellent results. We can assure them that we follow a very strict control regarding any single case regarding stomach issues at our property and after checking very carefully all our medical records at our Nurse Station ,we can state that no records have been found or they did not inform to our medical service (available 24/7) during their stay. Sincerely we regret the fact that they left unhappy. We are in the business to bring an enjoyable, unforgettable experience to all of our guests. We accomplish this most of the time. The few times that we do encounter an unhappy guest we address the issue immediately and turn the challenge into an opportunity.
On behalf of our General Manager and all Team Members, we apologize for the situations they experienced during their stay and we would like to thank them for vacationing with us at the [redacted] Resort and we hope that this experience does not tarnish their perception of our Bahia Principe Hotels and Resorts and they will consider giving us the opportunity to once again host them in the near future.
Additionally, Management at [redacted] has provided to CheapCaribbean.com a copy of the signed release/non-disclosure form that you had signed during your stay. Due to the nature and content of this document, CheapCaribbean.com will need to consider this matter closed and is unable to provide any further assistance in this matter.
Please be assured that we will continue to work directly with the resort management at [redacted] to ensure that our clients are provided with the service that they expect and deserve. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience.
Thank you again for choosing CheapCaribbean.com!
Please see attached documentation:
1. Client Travel Vouchers - Page 6 with conditions on room upgrade offer
2. Clients Signed Disclaimer - Signed by passenger #2 on the reservation
3. Terms and Conditions – agreed to at the time of booking
All information and details on site are provided to us by the resorts/vendor and airlines.
Once again, we reiterate our sincere apologizes that the resort did not meet the clients’ expectations. It’s difficult to resolve some issues once the client has returned from there vacation and the services have been rendered. Again, the best way to resolve these types of issues is to address them fist with the resort while in destination. It’s easier to show or express what is wrong and what the client wants fixed, right then and there. If satisfaction is still not reached we then suggest of course contacting us for further assistance.
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 see as rendered in full.

[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 has once again sent it's standard response which ignores  email and phone communications between myself and Nathan B[redacted] ([redacted]@CheapCaribbean.com)As my complaint shows, I did a room upgrade to get a king bed guaranteed which was not delivered.Please do not ignore the email and phone evidence and address the issues therein.
Regards,
[redacted]

Per our records;
0pt"> 
We advised the client that since she was filing a claim in order for us to refund her for the airline tickets she would need to send us [redacted]e denial letter. We then spoke to [redacted] which told us they had only been reimbursed for their hotel expenses.
 
To date our records indicate we have be authorized by the airlines to refund the clients in the amount $447.00.
 
The clients were sent to the following email on March 10, 2016:
 
 
From: Customer Care
Sent: Thursday, March 10, 2016 4:12 PM
To: client
Subject: AIR REFUND[redacted]BOOKING # [redacted]
Re: Booking #[redacted]
 
Dear **. Xxxx,
 
We would first like to take this opportunity to thank you for your patience while we reviewed your booking. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com and we are very sorry to hear of your disappointment with [redacted] Airlines. It is unfortunate when situations and circumstances beyond our control occur amongst the various airline carriers that we offer on our website.CheapCaribbean.com will be issuing a refund of $447.00 ($223.50 Per Person)), as that is equal to the refund amount in which we received from [redacted] Airlines regarding your reservation. This amount will be refunded to the cards on file ending in 5089 and 5348. Please be advised that it can take up to 7-10 business days for the refund to show on your credit card, depending upon your financial institution.
 
While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel
 
All remaining services that the client purchased was a renders in full per the Terms and Conditions that the client agreed to during the booking process.
 
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

In review of my response on case #[redacted] although the amount charged at the time of booking was correct ($3444.72) the breakdown cost did not reflect correct.  Please update my previous response. Thank you. The client booked a reservation online on May 16, 2016The client purchased round trip airfare from EWR to UVF, 7 night stay at the [redacted] ResortThe 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   $3444.72 Total Package-$1369.14 Deposit at time of booking$2075.58 Remaining Balance Best regards, Melanie R[redacted]Manager, Customer Care

Re: [redacted]
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After review of the case, the following actions were taken by
CheapCaribbean.com:
·    The
client booked a vacation with a CheapCaribbean.com representative on 11/17/14
The
client purchased round trip airfare from
[redacted] to CUN for 4 nights stay at the ** Cancun by [redacted] Resort (*All Inclusive)
and Round Trip Airport Transfers
The
client and her friend purchased this vacation to travel 4 nights at a total cost of $2841.92
A
package breakdown is as follows:
$1799.30–Hotel
$855.16–
Airfare
$67.50
–Transfers
$194.96
Enhanced Insurance
$25.00
Deposit Fee
$-100.00–
Promo
$2841.92
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 Terms of Use appearing on our website as
posted at www.cheapcaribbean.com/terms.jsp and that all passenger name
information exactly matches your official documents. 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:
· The
client friend called on 11/16 looking to book a vacation for her and her
friends
· It’s
clear the clients friend had reviewed the website before speaking to the agent (where
all the details about the promotions would have appeared) and mentions the
promotion to the agent on the call
· The
client friend does asks about the room credit and informed that the offer is a
resort credit and that the number of nights spent at the resort depends the
amount of the resort credit offered
· Neither
the client nor the agent in either call go into the details or does the clients
ask questions what the resort credit is applicable towards
· The
agent sends the clients a quote to review with her friends before booking
· On
11/17 the agent speaks again to client and books their reservation
· A
short time later this client along with her friends call and books their
reservation for the same dates
· They
were never advised by the agent they would have free spending of the resort
credit
· Our
client received the offer as advertised at the time of booking
· When
clients made their final payment on 2/6 travel documents were then emailed to
the client
· At
no point and time did the conditions change regarding the resort credit offer
· The
client contacted us via email on 2/8 with questions and concerns about the
offer
· Several
calls where place to her number on file but we were unable to reach the client
· We
reviewed the call as we had done with her friend and emailed her friend who was
the account holder on this reservation a direct response
· The
$800 resort credit coupon booklet will be received when checking into the
resort
· Please
see the attached travel voucher with the Added Value promotion offer
The resort property is all-inclusive property so room,  meals,
beverages and snacks are provided to the client and no additional cost. When
credit/promotions are offered such as this one they are very often a credit towards
amenities not covered under the package by the resort. Full details of the
offer are attached as found in our client’s documentation.
Our aim is always to provide the best service and apologize if the
client felt mislead in any way as this was never an intent. 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.

After review of the case, the following actions where taken by CheapCaribbean.com: The client booked a vacation with a CheapCaribbean.com representative on 1/29/16 The client purchased round trip airfare from JFK to MBJ for 5 nights stay at [redacted] and Round Trip Airport...

Transfers. The client purchased this vacation for JFK and MBJ to travel at a total cost of $2729.62 A trips a costs breakdowns is as follows: $1725.00 Hotel $939.62 Airfare $40.00 Transfers $25.00 Deposit $2729.62 Total Package • During the online booking process the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. “By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website 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: 5/2 we received a call from the client that they were advised they missed their flight and to contact CheapCaribbean.com. Client contacted us at 8:55am. We cancelled his flight so he would not be considered a no so. Client was quoted $577 for a flight the following morning. Client was not please. Said we shouldn’t have cancelled the flight. Advised we did because he mentioned that [redacted] was not assisting him. At this time he then stated that [redacted] wanted to help him now. We asked if we could speak to the ** agent to find out what exactly they are looking for us to do. He came back and said they refused to speak to us. We told him if ** is looking at waiving the penalty they can give us the waiver code and then we can assist them but they should be able to access the ticket. We contacted our ticketing department, place the client on hold. Went to transfer the call, the client hung up. Our ticket department said the ticket status changed to check in for the outbound flight which has been open so ** is doing something but we didn’t know if it’s for today or tomorrow travel. We left them a message to contact us if they need any further assistance. We received no further correspondence from client. 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 taking by CheapCariibean.com:
• The client booked a reservation online on 4/15/15
The client purchased round trip airfare from CLE to CZM, 3 night stay at the Secrets Auro Cozumel
The client purchased this vacation for 2 passengers to...

travel 4/27/15 thru 4/27/15 at a total cost of $2070.88
The client opted not to purchase the Enhanced or Standard Travel Insurance option available at the time of booking
A trip cost breakdown is as follows:
$914.04 Hotel ($152.34 per person per night)
$1066.84 Airfare
$90.00 Transfers & Excursions
$2070.88 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

4/24 received a call that the client encountered a flight delay, advised of their new arrival time. We emailed the resort and [redacted] an update on their arrival. Clients advised that because of the delay the airlines would be transporting them personally to the ferry for further transfer to the resort.
4/28 we received no further correspondence from the client until after they returned home. Advised that they had issues with their luggage and was without their luggage while in destination. In review of their reservation travel insurance was not purchased. Advised incident such as this the client would have filed a claim out of pocket expenses.
The client was advised to remain in contact with the airlines. Clients advised they had been given a claim number.
Client also claimed they did not take the one way transfers as booked with us on their arrival. Told them we would contact [redacted]
5/8 we received a chargeback notice claiming they were unaware of the cancellation policy. For verification of their arrival we reached out to the resort.
Below is the resorts reply:
Enclosed you will find the register card from Mr & Mrs [redacted]. We verify our system if we have any type of complaint or inconvenience during their stay, but we do not have any type of complaint. Our staff was in contact with them and they always said that they had a great time. If you need any additional information, please do not hesitate to contact us as soon as you can,
Best Regards

Manager Secrets Aura Cozumel & Sunscape Sabor
5/11 we contact UA –advised that they had confirmed the baggage were delivered. The client told UA that there was items missing. UA advised the client to fill out the claim form and file a claim with UA. This would take 8 – 10 weeks. UA said forms could be found @ www.[redacted].com/claimform
5/12 we notified clients they would not be charged for one way transfer by [redacted]. Advised a refund was being processed in the amount of $45.00 to their credit card on file
SEE ATTACHED FOR SCREEN SHOT OF INSURANCE OPTIONS DURING BOOKING: ENHANCED AND STANDARD
In part the terms and conditions: (also see attached for full terms and conditions)
LUGGAGE AND PERSONAL PROPERTY
When you fly to and from your destination the Conditions of Carriage apply, some of which limit or exclude liability.
The Conditions of Carriage are available by requesting them in writing from the carrier or by request at the airport. Some airlines do not cover damage to soft-sided luggage. The airlines' maximum liability for loss, damage or delay to checked baggage is limited to $3300 per ticketed passenger domestically and $9.07 per pound up to 44 lbs. per ticketed passenger for international travel. These limits will apply unless an excess valuation is declared at the time of check-in. All lost or damaged luggage must be reported to an airline representative at the destination airport by the passenger before you leave the airport. Checked baggage taken from the terminal building at the destination will be considered to have been received in good condition and no claim for loss or damage will be accepted after baggage has been removed from the terminal. The maximum liability of the ground transportation company in resort for lost or damaged property is $400. Loss or damage must be reported immediately. CheapCaribbean does not accept liability for client luggage or personal property.
TRAVEL PROTECTION
CheapCaribbean.com offers our clients the opportunity to purchase a travel protection policy with Aon for their reservation. We strongly recommend our clients purchase one of the travel protection policies offered. The Enhanced Policy must be purchased at the time of booking. Cancellation under the "cancel for any reason" benefit in the Enhanced protection plan must take place at least 72 hours prior to departure. Cancellation under the Standard policy must take place prior to departure. Lack of cancellation will result in a claim being denied. Claims will be processed according to the policy that is purchased and the customer is solely responsible for filing this claim. After filing a claim with Aon and pending their approval, passengers will be issued a reimbursement check up to 75% of the nonrefundable trip cost, less the price of travel protection. Any reimbursement issued to the client through an travel protection claim will be issued by Aon in the form of a reimbursement check. Refunds will NOT be issued to a credit card. CheapCaribbean.com will not issue a Future Credit Voucher or refund in the event that a claim can be filed. If a customer chooses not to purchase travel protection, cancellations will be processed in accordance with the CheapCaribbean.com cancellation policy. Policy: the total you paid for airfare and hotel cost less a $50 per adult (age 12 and above) fee, less a $200 per person airline fee, less any hotel cancellation fees (can be up to 100%, based on hotel and dates). The remaining balance after these fees have been deducted will be issued to you as a Future Travel Credit Voucher.
The client is fully responsible for this charge. All remaining services that the client purchased was a renders in full per the Terms and Conditions that the client clicked and agreed to during the online booking process.
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered with the airlines and the delivery of their luggage. CheapCaribbean in this case is unable to refund for any loss directly to the clients unless the airlines authorize us to do so. Any further concerns regarding their luggage we suggest they remain in contact the airlines.
Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

FALSE ADVERTISING - BUYER BEWARE
I was in the process of booking The Premium Junior Suite Ocean View for the Secrets Playa Mujeres Resort in Cancun, Mexico, and when I clicked to pay, the flight was no longer available within just a few seconds. CheapCarribean.com shows when there are only a few tickets left, and there was no notification for this at all. They also show how many people booked for a resort within the past 24 hours and there was no change in this number as well. The next best departing flight was an additional $80 per person. Therefore, I was forced to purchase the more expensive airfare which was scheduled to leave earlier than the departing flight I was originally in the process of booking.
After purchasing the trip, I checked other vacation sites because I was disappointed in how their prices jumped up immediately. Their site almost seems to be a bait and switch. I went to A[redacted].com and I found the same exact room and flight for $149.82 less than their price. In addition, A[redacted] also includes a free round trip transportation to and from the resort, $400 in coupons, and you have the option to select your airline seats. This is my first time booking with CheapCarribean, so they were offering a $100 coupon which I never received in time for my booking. I have yet to receive the email by the way.
I have been on the phone waiting to speak to someone for over an hour about cancelling or price matching, but when I called on a second line to book a trip I got an immediate response. The company's priority is to book, so they intentionally make the cancellation process extremely difficult and will consistently blame their sites maintenance for all their issues. After waiting for over an hour and the first person was completely helpless, I decided to ask to be transferred to a supervisor. The supervisor told me that I would not be able to price match and receive their $100 first time credit that was promised, so be sure to read their fine print on their website about coupons and price matching. While I was on the phone with the supervisor for almost half an hour, I was checking travel comparison sites and noticed the same exact trip, including airfare, dropped by $250. I thought this was an error since I had just booked the same exact trip, but when I looked up the trip again through CheapCarribean, it had in fact dropped by $250. Therefore, had I not checked and waited on the phone for two more hours, I would have been stuck paying that much extra. While speaking to her, I asked how a dramatic change like that is possible and again, it was blamed on their website maintenance.
I never received our trip confirmation, and never received the $100 coupon. When we called the next day to ask why, they again blamed it on the site maintenance. In total, I have spent over four hours on the phone with CheapCarribean (mostly on hold). I subsequently found out that the AeroMexico flight that I was taking was chartered through A[redacted] and I may not be able to sit with my significant other since we are not guarenteed seats.
The booking process with CheapCarribean has been a hassle to say the least, but at least you have the option to split your payment... I guess. As their site states while selecting rooms, "This room is similar to the Junior Suite Ocean View but offers more space..." for $35 more per person. I was curious in how much more space the room had in comparison, so I checked the hotel website and contacted the hotel directly. The website states that both rooms are 602 square feet and when we contacted the resort they said the same about size of the room and that the layout was identical. Overall, I would recommend to stay away from CheapCarribean.com as their prices may be cheap, but the headache, frustration and lost time will surely makeup for their "cheaper?" rates. Their customer service never even accepted responsibility or apologized and merely blamed all these issues on site difficulties that occur past 12:00 AM. Meanwhile, we had booked our trip several hours before, but were on hold waiting to speak to a representative until past midnight. This became a three day process.

After review of the case, the following actions were taken by CheapCaribbean.com: • The client booked a vacation with a CheapCaribbean.com representative on 1/16/16 The client purchased round trip airfare from SJC to SJD for 4 nights stay at [redacted] and Private Round Trip Airport Transfers. The...

client purchased this vacation for 11 Passengers to travel 5/13/16 – 5/16/16 at a total cost of 7356.00 A trips a costs breakdowns is as follows: $2839.95 – Hotel $4797.75 – Airfare $615.00 – Transfers $25.00 – Deposit $8302.70 Total Package • During the online booking process the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. “By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website 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: 5/13 we were notified by client of the flight issue with [redacted] Airlines. There appeared to be a systems airlines issue with their tickets. [redacted] Airlines was in control of their charter flights, so we immediately contacted them to assist with the issue The passengers were notified and placed on a flight for the following day As a gesture of customer service CheapCaribbean.com refund the clients for the lost night at the resort. We refund the client’s credit card $946.65. The following email sent to client; On May 13, 2016, at 1:50 PM, wrote: Hello _____, Please note, we have sent the refund for $946.65 – it will be refunded to your card ending in [redacted], name of __ Here is the break-down of your trip: Hotel: $2839.95 (11 People Total / 5 Rooms Total) Air: $4797.75 ($433.25 per person) Private Transfer’s passengers 1-5: $282.00 Private Transfers Passengers 1-5: $282.00 Shared Transfers 1 person: $51.00 Chose Deposit Booking Option: $25.00 Name Change: $25.00 Total Reservation = $8302.70 (I am waiting for the reply from the hotel and transfer company to confirm both and I will email you with that information when I have a response). From: Client Sent: Thursday, May 19, 2016 5:01 PM To: Agent Subject: Re: Regarding Cheap Caribbean Reservation # [redacted] Hello, Just following up on this, I have not seen the refund. Can you tell me when I should expect to see it so I can follow up? Thank you. Thank you. From: Agent Sent: Saturday, May 21, 2016 1:04 PM To: Client Subject: RE: Regarding Cheap Caribbean Reservation # [redacted] Good Morning, I hope this email finds you well today. I just checked your reservation and it was refunded yesterday at 3:14 PM Eastern Standard Time (12:14 pm Pacific Standard Time) in the amount of $946.65 All remaining services that the client purchased were rendered in full per the Terms and Conditions that the client clicked and agreed to during the booking process. Once again, we reiterate our sincere apologizes for any difficulties they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this. No further compensation is being offers at this time. All services are rendered in full.

At
this time no further compensation is being offered.   Our position remains the same.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
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 taken by CheapCaribbean.com: The client booked a vacation with a CheapCaribbean.com representative on March 24, 2016 The client purchased round trip airfare from PHL to PUJ for 7 nights stay at Now Larimar Punta Cana and Round Trip Airport...

Transfers. The client purchased this vacation for 4 passengers to travel 7/27/16 – 8/3/16 at a total cost of $5056.04 A trips a costs breakdowns is as follows: $3189.76 – Hotel ($455.68 per night) $1745.28 – Airfare ($436.32 pp) $ 96.00 - Transfers $ 96.00 – Insurance $ 25.00 – Deposit Fee $5056.04 Total Package $2098.86 Paid at the time of booking $2957.18 Final Balance paid on 6/29 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 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, and 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. IN REVIEW OF THE RESERVATION: This reservation was made in connection with other family members’ attending the same resort
Prior to making the booking the client spoke with an agent to discuss a variety of resorts and what would best fitting to all members of their family. The client was also viewing the website as the agent was speaking. They discussed rooms, VIP service levels, room services and Kids Clubs. At no time in the conversation did the client request being near or close to other family members.
At the time of booking when asked if they would like to add any special requests to the room for the kids the client replied “no don’t think so”. However the agent did request 2 beds and noted they were celebrating a 60th birthday. *see special requests marks on travel documents
As we reviewed all calls we found that there was no mention of adjoining room at any time. Again had the client requested adjoining room it would have been noted on their reservations as such for the resorts consideration based on availability.
At the time of booking the client was sent the email attached providing all the details of the reservation to review – see attached. It advises to contact us our office should they have any questions or concerns DRESS CODE All restaurants indicate a dress code and are subject to the resorts requirements. We are sorry if this caused the clients any inconvenience AIRLINE SEATING On 7/19 the client contacted us to prepay for luggage. Regarding seat assignment this was under the control of Frontier Airlines. As with some airlines pre-seating would incur a charge. Charter flight may do seating at check in. The client was advised to contact us closer to departure for possible seat assignments availability. Advised there is no online check in with Frontier Charter. Client said she would call the airlines directly 2 days prior to departure for additional information on seat assignments ADDED VALUE Resort promotion are issued and honored by the resorts. Please see the attached travel document for full details and conditions. Per offer (in part): Not all reservations qualify for $200 in Resort Coupons. Please read ALL conditions below to see if you are eligible. This is an informational voucher only. If all conditions are not met, $200 in Resort Coupons are not guaranteed. The Resort reserves the right to withdraw this promotion at any time without prior notification. If you have any questions, please contact our Reservations Center toll free at 1-800-915-2322.
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.

At the time of booking with CheapCaribbean.com all details provided on our website were given to us by the resort. The same information was also available on the resorts website allowing clients to book directly with the resort.
The client contacted us in November and December (prior to travel in January) with concerns of construction and inconveniences she might encountered during her stay. After much discussion the agent advised the client she could change resorts if she wished or she could cancel her reservation and file a claim with the insurance company. Clients chose to travel.
We have made several attempt to rectify our client’s dispute over the last few months. Most recently we offered the client a loyalty gift of $1000.00. Our clients originally declined the offer and requested a full refund of the resort portion. We again reviewed the client’s case. At this time our position remains the same. The client has been informed of our final position and will be contacting us at a later date if willing to accept the offer.

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 confirm if my refund is appropriately processed. Thank you for your help.
Regards,
[redacted]

The reason that I have rejected the two night refund for $315.20 is as follows. 1. Cheapcarribean.com is not the company that is issuing the refund, which they should, they verbally informed me of my vacation package, with the VIP status, once on the vacation property I was informed that this is not the case.2. The resort approved a two day refund due to the fact that I checked out and left the property. this is not the case. I purchased another vacation package using [redacted].com that had all the amenities that cheapcarribean,com promised me but did not deliver. It is not like the hotel lost money on me they actually made more money due to the fact that the [redacted] package was more expensive. 3. I am not asking for a refund of my flight, transportation, and rooms, I am just looking for a refund of the six nights due to the fact that the package was falsely sold, and to correct the issue, after multiple attempts over [redacted] with cheapcarribean.com and local with the resort to resolve the issue I personally had to take issues into my own hands and buy the proper package from a more expensive site.