CheapCaribbean.com, Incorporated

In review: On 10/23 the client booked at a time when the lower room category (deluxe room) was not available for sale as the resort had placed a stop sale.  The only room we could offered at that time was a Junior Suite, which the client agreed to book, per the terms and conditions (see...

attached) of CheapCaribbean. 10/31 After reviewing her request we contacted the resort to see if they (at this time) had available allotment for two deluxe rooms. They confirmed that they had.  We immediately then contacted the client to offer the option of 2 Deluxe rooms in addition to refunding the difference in room catagories to her credit card on file.  A refund of $427.35 was then processed to the clients card on file.     Once again, we reiterate our sincere apologizes for any inconveniences they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

In review of our client’s comments:
Our records indicated on January25th the client attempted to book with us. We see that the client attempted to book 6 times, however 3 out of the 6 times she chose different resorts. However each time choosing the same flight (*Delta departing Albany on...

2/19/17) to Cancun- return date 2/23/17).
Per our records we see that one of our sales agents connected with the client on January 25th, indicating that she was having difficulties when booking online due to the airfare price. The client went on to say she was requesting us to price match what was on our site. She advised the agent on this call that she had already booked with a package with [redacted].  She went on to say she was having issues when booking the airfare due to availability and prices. The agent went on to explain that although airfare is live pricing can fluctuate depending on availability/allotment as many companies and websites pull from the airlines systems and allotments. The agent inquire inquires as to what flight she booked with the [redacted] package. The client advised it was with American Airlines.
The agent apologized to the client for the difficulties she felt to have encountered, gave his name and number and told her that he would be happy to assist with any future bookings with CheapCaribbean.
CheapCaribbean does offer price matching to client within 24 hours of booking with CheapCariRevdex.comean.com, unfortunately the client had not booked with us so this offer would not apply. 
Price Match Policy as posted in our terms and conditions:
PRICE MATCHINGOur goal is for our customers to get the best deal possible on their desired vacation. CheapCaribbean.com offers our customers two options for requesting a price match adjustment on a reservation. The Instant Price Match occurs at the time of booking and the Post-Booking Price Match is available after the reservation has already been made, up to 24 hours from the time of booking. Each Price Match has its own set of procedures for application, verification, and approval. Please review the instructions below for the type of Price Match that suits your circumstances. Should you have any questions regarding our price match policy, please call us at 1-[redacted].
INSTANT PRICE MATCHESIf you are looking to book a hotel and airfare reservation with us but find a lower price for the exact same hotel and airfare reservation on a U.S.-based qualifying competitor's website, you may be eligible to receive an instant price match. Contact one of our Caribbean Sales Consultants at *-[redacted] from 5 am to 3 am EST, seven days a week, and specify that the hotel and airfare reservation you would like to book as well as the competitor's website where you are finding the better rate. Your booking agent will then compare the rate on our site with the competitor's and confirms that the packages are identical. After the packages are then verified by one of our supervisors, you will be charged for your vacation package and provided with a booking number. The total price charged will be equivalent of the competitor's price, less $1.00 USD. The price match will not be confirmed until the full amount has been charged to your card. If the package price changes due to problems charging the credit card, you will be contacted and your hotel and airfare reservation will not be processed. Instant Price Matches are only available for clients who are booking through one of our Caribbean Consultants via phone. The customer must inform the agent that they want to Price Match prior to completing the booking, so the proper adjustments can be made before processing the final payment to your credit card(s).
POST-BOOKING PRICE MATCHESAfter you make your hotel and airfare reservation, try to find the same vacation package on a U.S.-based competitor's website and CheapCaribbean will refund you the difference. [email protected] to be sent the instructions and application. This information will be sent to your email address automatically upon receipt of your email. The form requires a screen shot of the competitor's package and pricing details of what is included in the package no more than 24 hours after your original hotel and airfare reservation was made with us. You must include all details required on the form or the price match will not be processed. Should the competitor's package not be identical to the package booked with CheapCaribbean.com, you will be ineligible for the program.
GENERAL PRICE MATCH TERMS OF USEThe following terms must be met for both Instant Price Matches as well as Post-Booking Price Matches:The lower qualifying rate must be for an identical hotel and airfare package and must be found on a U.S.-based online travel wholesaler website. Only original bookings will be honored for the Post-Booking Price Match program; modified bookings are not eligible at any time. If a change is made to the hotel and airfare reservation the price match will be forfeited. All booking details must exactly match the details of the product on CheapCaribbean.com, including but not limited to: specific carrier or provider, hotel (including room type), dates and times of travel or service, flight numbers and routings (for example, same stopovers), and other booking details. If you are price matching and electing to take advantage of the deposit program, the $29 nonrefundable fee will be added to your hotel and airfare reservation total. Lower qualifying rates do not include rates on Websites where the carrier, property, itinerary, or similar booking details are unclear or unknown until after purchase, where prices are determined by any sort of auction or bid, or include Non-Refundable room categories or rates. This also includes prices from an email or websites where you are required to call to get the rate. International websites as well as DeltaVacations.com are not applicable. Lower qualifying rates do not include errors or mistakes. The lower qualifying rate must be both advertised and available to the general public on a U.S.-based Website. Promotions funded by tourism boards that are exclusive to a competitor's website do not qualify and shall not include direct vendor rates, as only wholesaler rates are applicable for the program. Corporate group or charter discounts and/or rates, rewards programs, incentives, meeting and convention rates, consolidator or interline prices or prices available only by using a coupon, or any other rates or promotions not offered to the general public will not be eligible. Competitor's packages that do not include all applicable mandatory fees and/or local taxes and packages that do not charge the user in full for children, resulting in payment due at check-out do not qualify for the price match program. The lower qualifying rate must be quoted and booked in US dollars, without reference to currency converters. In order to be a valid lower rate, CheapCaribbean must be satisfied that you meet all requirements otherwise imposed on the lower price, including residency, regional, membership, age-related and other requirements. Travel Agent bookings are not eligible for the CheapCaribbean.com Price Match Programs. CheapCaribbean reserves the right in its sole discretion to modify, deny, or discontinue the Price Match Guarantee or to restrict its availability to any person, at any time, for any reason, and without proper notice or liability to you. Price Match reservations cannot be combined with any other offers, promotions, promo codes and Sun Dollars or group buying codes and coupons. Void where prohibited by law. All CheapCaribbean.com terms and conditions apply. CheapCaribbean's failure to enforce any provision of these terms and conditions shall not constitute a waiver of the provision.
With regards to an offer of a $200 credit as the client had mentioned in her statement: per our records we see that on July 14, 2016 the client was offered as a gesture of customer service $100 in Sun Dollars which could be applied to her next CheapCariRevdex.comean.com booking, and valid for 2 years.
Email to client - in part:
From: CheapCaribbean.com Sent: Thursday, July 14, 2016 9:31 AMTo: [redacted]@[redacted].comSubject: Post travel Cheapcaribbean.com bookings [redacted] and [redacted]-Resort
Please be assured that we will continue to work directly with the resort management at [redacted] Resort to ensure that our clients are provided with the service that they expect and deserve. As a token of our appreciation for you taking the time to let us know of your experience (and to ensure you of our good faith in this matter), we are depositing $100.00 in Sun Dollars into your customer account here at CheapCaribbean.com. Sun Dollars can be used up to $100.00 per new reservation package that includes a resort and airfare. Please note that Sun Dollars are valid for two (2) years and cannot be combined with any other promotion. We offer a broad spectrum of properties, and there is no question that we can find something you will enjoy.  
While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience.
Thank you again for choosing CheapCaribbean.com!
Once again, we reiterate our sincere apologizes for any difficulties the client may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
No further offers of compensation applies in this time.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:   I did contact CC regarding my concerns about this property due to the posts on Trip Advisor. On both calls I was assured that there was not an issue with Property.  During my second call I inquired about transferring me to a different resort on the Island and was advised they were all full.  Cheap Caribbean at no point told me that I would need to go through Insurance to CANCEL.  Even if I did cancel, I would only receive a 75% refund.  This was a Christmas and 25th Birthday gift to my daughter.
 Please refer to the below documentation on Cheap Caribbean's site:  They are continuing to PROVIDE FALSE AND MISLEADING INFORMATION ON THIS RESORT Please see attached word document. The review is 1 day after we returned home and we did not write it.
Cheap Caribbean in the attached document states that this is THEIR RATING!
 
Please let me know if you cannot view the attached documentation.
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 we paid the additional fee to switch hotels, we did NOT agree to their online terms of 'no refunds' to complete the reservation. This part of the transaction was done over the phone. We are not asking for a refund of the transaction that was completed online ($2638) on April 8, 2015. The additional charges ($1319) were made over the phone and we did NOT sign anything or agree to any of the online terms they claim in their response. In fact we said to the woman that we were NOT happy about this and to make note on our account that we would be fighting this once we got back to the United States. At the time, they left us stuck in a very bad situation and with young children we were NOT about to stay another 7 days in this disgusting hotel. Clearly, they agreed that the situation was bad by applying our funds to the new hotel, the [redacted] agreed to our claims and also issued a refund for the one night of stay and IF Cheap Caribbean is going to stand behind this legal verbiage of no refunds, this is not transferable, then why did THEY transfer the funds for this hotel and apply it to the [redacted] hotel? Again, we did not agree to these online terms so reject their response. This was a classic bait and switch and they should be ashamed of how they do business. 
Regards,
[redacted]

[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:
No resolution has been offered.  This has now been delayed for several months.
Regards,
[redacted]

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

• The client booked a reservation online on March 8, 2015
The client purchased land only, 6 night stay at the [redacted] All Inclusive Beach Resort & Spa
The client purchased this vacation for 3...

passengers including herself to travel 4/5/2015 thru 4/11/2015 at a total cost of $3096.27
A trip cost breakdown is as follows:
$2943.27 Hotel
$ 153.00 Transfers & Excursions
$3096.27

• 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 XX-XX-XX : $USD
Total Price: $USD
Total Price: $USD
I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions
In review:
The client booked with us on March 8, 2015. The resort in which the client booked contacted us on March 19 with their apologies to advise they had overbooked and could not accept the reservation. We notified the client immediately of this issue. To further assist the client we checked for alternate resort on our site for available. Unfortunately we had no other resort in Cabo with availability. We apologized to the client and refund the client in full on March 19, 2015.
Per our Terms and Conditions that where agreed to by the client at the time of booking (see attached):
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.
In the event of a change, we will substitute comparable services, but in the event of complete cancellation by us or a supplier, our only liability will be to return all monies paid
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
No further compensation is being offered at this time.

After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on 11/5/17The client purchased round trip airfare from New York to Punta Cana 3-night stay at [redacted] Punta CanaThe client purchased this vacation for 6...

passengers to travel JFK to PUJ at a total cost of $3256.36A trip cost breakdown is as follows: $950.40 Hotel$2166.96 Airfare$139.00 Add-ons$3256.36 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 changesUpon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book datePassengers are responsible for providing proper travel documents needed to travelhttp://travel.state.gov/passport/CheapCaribbean is not responsible for denied boarding due to improper travel documentsCustomers 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 timeServices 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 fromYou 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 natureYour 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 atwww.cheapcaribbean.com/terms.jspUnless you file any claim you may have with CheapCaribbean.comwithin 30 daysafter the termination of this trip, all parties are released from further liability Charge Now:$XXXXXCharge on XX/XX/XX:N/A Total Price:$XXXXXTotal Price: $XXXXBalance$I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions  In review: [redacted] booked the reservation on 11/5/17 for three rooms. She requested the rooms be together. We forwarded her request to the resort. On 11/26/17 we received an email from the client advising she was not able to get three rooms together. On 11/27/17 we replied to her email advising the resort does not guarantee to accommodate the requests made at the time of the reservation, as described in our confirmation letter, see attached. She had asked for a special request. 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 refund being offered at this as all service are seen as rendered.

We truly are sorry for the issues that the clients felt to have encountered however at this time 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 June 2 , 2015
The client purchased round trip airfare from DFW to PUJ, 4 night stay at the [redacted]
The client purchased this vacation for two...

passengers to travel 6/17/15 thru 6/21/15 at a total cost of $2943.16
A trip cost breakdown is as follows:
$1060.76 Hotel
$ 1843.40 Airfare
$48.00 Transfers
$2943.16 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

6/8 Client and his credit card company contacted us regarding a booking issue. After further review it was advised that a full refund would be processed to the client card on file in the amount of 2943.16 and booking [redacted] cancelled due to a possible site error.
Following email was sent to our client confirming the offer:
From: CheapCaribbean Reservations
Sent: Monday, June 08, 2015 1:22 PM
To: '[redacted]@[redacted].net'
Subject: [redacted] Reservation Refund
Importance: High
Good afternoon,
The email is confirmation that reservation [redacted] has been fully refunded to the card we have on file for 2943.16. Please allow 7-10 business days for this to post to your account. Please contact us at [redacted] if you have any further questions.
Thank you and have a great day!
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:
Please be advised that the clients will be refunded in full for their reservation due to the impact of "Hurricane Odile" and waiver offers from the airlines and resort. On 9/29 the clients were contacted by phone by a CheapCaribbean.com Service Agent informing them of the...

offer.
The refund has been posted to the clients credit card on file as of 10/3/14 in the amount of 2422.36.
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.
Thank you.

[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: We stayed three nights and we should be refunded for three nights.  We gave photos and specific examples to the travel agency of the room conditions.  We DID complain to the front desk several times and we were told sorry there is nothing we can do.  One night compensation is not enough.  I am not asking for airfare becasue there was no issue with the flight.  We'd like to have our money back for all three nights.
$768.54 Hotel Cost for Three Nights. Regards,[redacted]

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 After
review of the case, the following actions was 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 EWR to CUN for 4 nights stay at the ** Cancun by [redacted] Resort (*All Inclusive)
and Round Trip Airport Transfers
The client
purchased this vacation for a guest and herself  to travel X at a total cost of 2145.74
A trips a costs breakdowns is as follows:
$1202.62–
Hotel
$825.16
– Airfare
$45.00 –
Transfers
$147.96
Enhanced Insurance
$-100.00
– Promo
$2145.74
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.[redacted] 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 called on 11/16 looking to
book a vacation for her and her friends.  
·        
Its clear the client had reviewed the
website before to 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 does asks about the room
credit and told 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 her reservation 
·        
A short time later her friend calls and
books her reservation for the same dates
·        
She was never advised by the agent they
would have free spending of the resort credit
·        
Our client received the offer as it
was advertised at the time of booking 
·        
When the clients made their final
payment on 2/6 travel documents were emailed to them
·        
At no point and time did the conditions
change regarding the resort credit offer
·        
The client contacted us 2/8 with
questions and concerns about the offer
·        
We reviewed the calls and explained
the offer to the client via the phone and in an email to our client
·        
The $800 resort credit is valued to
clients  and they will receive a coupon
booklet when checking into the resort
·        
Please see the attached travel voucher
with the Added Value promotion offer
 
 
The resort property is an All-Inclusive
property so rooms, meals, beverage
and snacks are provided to the client and no additional cost.  When credit/promotions are offered such as this one
they are very often credit towards amenities not covered under the package by
the resort.  Full details of the offer is attached as found in our clients
travel 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 were taken by CheapCaribbean.com:
 
The client booked a vacation with a CheapCaribbean.com representative on 1/8/16
The client purchased round trip airfare from PHL to MBJ for 4 nights with the [redacted] Montego Bay and Round Trip Airport Transfers. 
The client purchased this vacation for 2 passengers at a total cost of $1846.93
A trips a costs breakdowns is as follows:
$675.00 – Hotel
$979.82 – Airfare
$40.00 – Transfer
$127.11 - Insurance     
$25.00 – Deposit Fee
$1846.93 Total Package
                        -$1231.93 Deposit made at the time of booking
$615.00 Deposit Due 21 days prior to departure
 
During the online booking process the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. 
 
“By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website as posted at www.cheapcaribbean.com/terms.jspand that all passenger name information exactly matches your official documents. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. Changes to or cancellation of your reservation will incur a $50 per person fee, plus any applicable air and resort penalties and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. Hurricane and Weather insurance is not included in this package, however comprehensive illness and injury insurance is available, as well as an enhanced ‘Cancel for Any Reason’ plan, both of which include the weather insurance coverage. The Standard illness and injury coverage is available for purchase up until 72 hours prior to departure, however, the enhanced ‘Cancel for Any Reason’ plan must be purchased today; this enhanced insurance is not available for purchase at a later date. You the customer are responsible for any additional airline baggage fees, pre-assigned seating, and incidentals at the resort, and entry or exit fees resulting from purchase. Lastly, it is your responsibility to ensure that you have the proper documents to enter, connect through, or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. Please note, it is your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Do you agree to these terms and conditions?” -The client must agree before you proceed with the booking.
 
In review of the reservation:
 
2/23 the client contact CheapCaribbean.com and inquired about cancelling. As we are a nonrefundable company the client was advised at this time that a Future Credit would be issued.
 
Due to the recent zika virus our client may however receive a refund with a note from their physician stating the clients should avoid traveling to the Caribbean.
 
If the client’s intent is to cancel we advise for the client to contact our office as soon as possible. We can be reached at ###-###-#### and press #1 to speak to a CheapCaribbean.com service agent.
 
If the reservation is not cancelled prior to their departure date the reservation would be considered a no show and 100% penalty will apply.
 
Our aim is always to provide the best service and we hope that they will give us an opportunity to prove this.

After review of the case, the following actions were taken by CheapCaribbean.com:
 
The client booked a vacation with a CheapCaribbean.com representative on March 30. 2016
The client purchased round trip airfare from EWR to PUJ for 7 nights stay at [redacted] and Round...

Trip Airport Transfers. 
The client purchased 3 reservations to travel 5/29/16 to 6/5/16 at a total cost of $8557.06
 
A trips a costs breakdowns is as follows for booking [redacted]:
$1907.50 – Hotel / Deluxe Pool View Room
$1113.52 – Airfare
$48.00 – Transfers
-$100.00 – Promo
$2969.02 Total
 
A trips a costs breakdowns is as follows for booking [redacted]:
$1732.50 – Hotel / Deluxe Tropical View Room
$1113.52 – Airfare
$48.00 – Transfers
-$100.00 – Promo
$2794.02 Total
 
A trips a costs breakdowns is as follows for booking [redacted]:
$1732.50 – Hotel / Deluxe Tropical View Room
$1113.52 – Airfare
$48.00 – Transfers
-$100.00 – Promo
$2794.02 Total
 
 
During the booking process the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. 
 
“By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website as posted at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. Hurricane and Weather insurance is not included in this package, however comprehensive travel insurance is available as well as an Enhanced – Cancel Any Time policy which includes weather insurance coverage. The insurance must be purchased today; this is not available for purchase at a later date. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. It is your responsibility to ensure that you have the proper documents to enter, connect through, or stop at the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Please note it is your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking.
 
In review of the reservation:
 
CheapCaribbean.com was not contacted until after their returned from their trip. Regrettably, it is quite difficult to repair a broken vacation upon return. Had we been given the opportunity to try and repair things while they were in destination, their trip may have been more satisfying to them in the end. 
 
Resort will do their best in accommodating client request based on availability. Please note special request made at the time of booking are not guaranteed as noted on their travel voucher:
Special Requests (Not guaranteed):
Request 2 double beds, smoking, as close to beach as possible, highest floor preferred. Celebrating Mom's 50th Birthday - Congratulations! Please make their stay an extra special one. Please place next to the other 2 [redacted] parties. Have fun! ?Paul
 6/13/16 we spoke to the client regarding their past reservation. In order for the resort to review the circumstance we asked for the client to complete the feedback form on our site. To date we had not received any correspondence from the client.
 
As a result we have contacted the [redacted] with the feedback the client has submitted within this dispute. We are currently reviewing our clients matter with Management at [redacted]. Please be advised that post-travel issues can take up to 10-15 business days for a resolution. We will contact the client again once they have concluded our inquiry with the [redacted].
 
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 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.
 
We will forward to you the resort reply once it has been received.

CheapCaribbean has refunded the clients airfare in full after receiving confirmation directly from [redacted]. The following notification email was sent to the clients today: From: Customer Care Sent: Wednesday, May 04, 2016 4:44 PM To: [redacted] Subject: CheapCaribbean.com [redacted] -...

[redacted] Refund ________________________________________________________________________ [redacted] Doylestown, PA 18901 Phone: ###-###-#### * Fax: ###-###-#### May 4, 2016 Re: Booking #[redacted] Dear Mr. [redacted], We would first like to take this opportunity to thank you for your patience while we received a response from [redacted]. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com and we are very sorry to hear of your disappointment with [redacted] It is unfortunate when situations and circumstances beyond our control occur amongst the various airline carriers that we offer on our website. CheapCaribbean.com has received confirmation from [redacted] with an offer to refund your airfare under the Zika refund policy. The refund will be processed to your card on file in the amount of $918.38. 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. Please note: The former CheapCaribean.com Future Credit Voucher (airline credit) that was issued has since been voided due to the refund offer above. While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience. Thank you again for choosing CheapCaribbean.com! Warm Regards, Customer Care Department | www.CheapCaribbean.com Toll Free: ###-###-#### | Fax: ###-###-#### Office Hours: Mon-Fri 9am-8pm EST 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.

10pt;">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 20, 2015
The client purchased round trip airfare from JFK to POP for 6 night’s stay at [redacted] Beach Resort and Round Trip Airport Transfers. 
The client purchased this vacation for
6 passenger to travel at a total cost of $5147.20
A trips a costs breakdowns is as follows:
$945.60 –
Hotel ($157.60 per night / $26.26 pp per night)
4033.60 –
Airfare
$168.00 – Transfers
$5147.20Total
 
 
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:
 
4/26 client called and added two passengers to the existing reservation
for a total of 6 passengers. At this time the client also requested to change
the private transfers to share to
accommodate all 6 passengers.
 
After speaking to [redacted] on 6/25 we reached out to the
resort to see if they would be willing to offer a refund the client the unused
nights.
 
A response was received from the resort and an offer of a 2 night
refund given per the reservation contract. 
 
Resorts response:
 
The guests booked 6 nights, form June 14th till June
20th 2015 and checked out after their first night.  As they booked the Summer Deal we will charge
the first 4 nights and authorize a 2 night’s refund of the land portion to
be deducted from our next payment.
 
Thank you for your cooperation.
 
Best regards
Hotel Manager
[redacted] & [redacted]
 
 
A refund was
processed to the client’s card on file ending in [redacted] in the amount of $315.20
 
[redacted] Attached are the full Terms and Conditions to which the client
agreed to at the time of booking
 
 
Once again, we reiterate our sincere apologizes that the resort
did not meet the clients’ expectations. It’s difficult to resolve some issues
once the client has returned from their vacation and the services have been
rendered. Again, the best way to resolve these types of issues is to address
them fist with the resort while in destination. It’s easier to show or express
what is wrong and what the client wants fixed, right then and there. If satisfaction
is not reached we then suggest of course contacting us for further assistance.
 
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.

Per our records;
 
We advised the client that since she was filing a claim in order for us to refund her for the airline tickets she would need to send us [redacted] 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:
 
Dear [redacted],
 
We would first like to take this opportunity to thank you for your patience while we reviewed your booking. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com and we are very sorry to hear of your disappointment with [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 [redacted] and [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
 
All remaining services that the client purchased was a renders in full per the Terms and Conditions that the client agreed to during the booking process.
 
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: their response is a flat out lie. Their booking agent DID NOT CLEARLY tell me I will not get a room at 2am in the morning that is why I had her call the resort to confirm because "IF" they have room" is not acceptable at 2am therefore I would not have said "that's perfect!"  On top of this blatant lie, I booked an excursion through their affiliate [redacted] AFFILIATE For Tuesday 9/12 for 8:20 am. My sister and I were in the lobby of the hotel waiting since 8am and the driver never stepped into the lobby to call out the name of the excursion LIKE other ones normally do! He left at 8:27 leaving a note and they refuse to refund my $298 for the excursion I never went on!!  I have filed a dispute with my credit card company. They continue to finagle people with outrageous flight routes and times and you are letting them get away with it because they have allowed terms and conditions to cover them??! Really??! 
Regards,
[redacted]

After review of the case, the following actions were taking by CheapCariibean.com:
 
The client booked a reservation online on 12/28/16
The client purchased round trip airfare from IAD to MBJ, 4 night stay at the [redacted]
The client purchased this vacation for 2 passengers to...

travel 2/9/17 thru 2/13/17 at a total cost of $2074.62
 
[redacted]Client declined the option of purchasing travel insurance at the time of booking
A trip cost breakdown is as follows:
 
$1209.00 Hotel
$865.62Airfare
$2074.62 Total Package
During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking not a processing and the credit card not a charging. 
Our Terms specifically state:
This vacation is nonrefundable and nontransferable
Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
Services are provided "as is" without warranty of any kind
CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
 
Charge Now:
$USD
Charge on 08/03/2014:
$USD
Total Price:
$USD
Total Price: $USD
Balance
$
I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions
 
In review:
 
Client booked 12/28/16
·         2/8/17 client called to say that his flight was cancelled (due to inclement weather)
·         [redacted] offered to reschedule his flight on Saturday 2/11/17
·         Client stated in the call that this was not fitting to his schedule and was requesting a refund in full
·         Client request the reservation to be cancelled
·         Client was advised of the cancellation penalties imposed (airlines, resort & CheapCaribbean.com) and that a CheapCaribbean.com Future Credit would be issued per the terms and conditions agreed to at the time of booking
·         The client was advised per our terms that we are a nonrefundable company and he would hold a future credit with CheapCaribbean.com
·         As a gesture of customer service CheapCaribbean.com waived our $50 pp cancellation fee
·         We also contact the resort to see if they were agreeable on waiving their cancellation fees under the weather circumstances.
·         On 2/14/16 the resort contacted us to say they would waive their fees under the circumstances
·         As it stands now a $200 per person airlines fee for rebooking with [redacted] credit applies.
·         We are currently waiting to hear back from the [redacted] if cancellation fees can be waived.
·         Client currently holds on file a land CheapCaribbean.com Future credit in the amount of $1209.00
·         Once [redacted] confirms with us the client’s airline credit we will in turn be sending the client his CheapCaribbean.com Future Credit voucher reflected of the air and land credit the client holds.
 
Please see the attached the Terms and Conditions that were agreed to by the client at the time of booking
 
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

[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:Below please find only part of my communication with one of the customer service reps from Cheap Caribbean.  This started back on 1/15/17 as I was trying to book this trip and got kicked out of the system at the last step which is paying and confirming the trip.  Your website allowed me to pick the flight, resort and price that I was looking for and then kick me out when I would try to complete the booking and offer either a different flight (with an overnight stay) and higher price.  Clearly the same would happen for your customer service reps.  So you lure the customer in and then you change the price and make the customer feels stuck or having to settle for something they don't want. Yes I looked at different resorts and different packages and read a lot of the customer reviews so I don't get stuck with another resort and a bad experience and more Sun Dollars that I can't even use.As soon as I booked with [redacted], I called your customer service to let them know what [redacted] was offering (the price, the resort and the flights).  It can't get any more instant than that under your Instant Price Match.  I could have canceled with [redacted] within 24 hours except that your customer service rep told me they could not match the deal [redacted] was offering because they didn't offer the exact room type that [redacted] offered.  If I can't book with your agency/website, then I can't use the Sun Dollars, which by the way it is $200 and they do put a dollar sign in front of the number as shown in the email you attached of my communication with Lisa F[redacted].  There is two booking ID $100 for each booking id ([redacted] and [redacted]).  So... if I can't use your website to book a trip, because of the games you play with customers, then I can't use the Sun Dollars which why I am asking for this $200 to be reimbursed to me.  Pretty good game you have going on here and trapping the customers with this kind of deals.[redacted] Rachel S[redacted] <[redacted]@cheapcaribbean.com>Thu, Jan 19, 2017 at 6:48 PMTo:  <[redacted].com>Hi [redacted]-I can tell you looking at live airfare those flights are not going to confirm. You’re going to receive the same error I received when we tried to book this previously. Feel free to try online yourself and If it processes you can call in to customer service and ask them to apply it, however I do not forsee you being able to get those flights based on what I see in the live airfare system.  Rachel S[redacted]Beach ExpertOffice: ###-###-####Fax: ###-###-####Email: rs[redacted]@cheapcaribbean.comFrom: [redacted] [mailto:[redacted].com] Sent: Thursday, January 19, 2017 4:25 PMTo: Rachel S[redacted] <[redacted]@CheapCaribbean.com>Subject: Re: [redacted]I would like to try booking the trip without having to call customer service. At odd hours I can find the price drop and at desirable flight times. I would like to be able to access the sun dollars on my own and not have to depend on calling customer service to use the money. How can I do that? It's kind of disappointing and not a good business practice when prices change as soon as a customer tries to book the trip.  Let me know what or who I need to speak with in this regard. Thanks for your help. On Thu, Jan 19, 2017 at 11:35 AM Rachel S[redacted] <[redacted]@cheapcaribbean.com> wrote:I saw those too – and spent a good 30 minutes in live airfare trying to figure out what was going on. On the site they’re showing pricing of 742 per person for the flight but in live airfare they’re $1089 per person. We’ll get the same flight error for trying to book this one on the site as we did last time.    Rachel S[redacted]Regards,
[redacted]