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.

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]

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.

[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 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]

[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]

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.

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.

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.

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.

[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]

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.

Calibri; mso-hansi-theme-font: minor-latin;"> 
 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.

[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.

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.

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.

It is always our goal to
provide our customers with the best vacation at the best price and we want
nothing more than our clients to enjoy their vacations in the Caribbean. 
While circumstances beyond our control occur from time to time we do our best
to rectify their situation while in destination. We feel we’ve attempted
to resolve all issues as quickly as possible for our clients while in
destination. We apologize if the clients perceive our actions differently.
For reference attached is the resort details as located on our website
at the time of booking.  All information is provided to us directly by the resort. 
On behalf of our client we have notified the resort of our
clients discontent while on property.  The
[redacted] Resort at this time wished to apologize for any of the inconvenience
encountered and as a gesture of customer service offer a 2 night refund.  We will be processing a refund  in the amount of $366.40 to our clients credit
card on file.  Please
be advised that it can take 7-10 business days for the refund to show on their
credit card, depending upon your individual bank/credit card company
 
Once again, we reiterate our
sincere apologizes for any difficulties they felt they encountered.  Our aim is always to provide the best service
and we hope that they will give us another opportunity to prove this.
 
*CheapCaribbeanTerms and Conditions attached