CheapCaribbean.com, Incorporated

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

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 26, 2017 The client purchased round trip airfare from ALB to CUN for 7 night’s stay [redacted] Cancun and Round Trip Airport...

Transfers.  The client purchased this vacation for 2 passengers to travel 6/23/17 – 6/30/17at a total cost of $1829.07 A trips a costs breakdowns is as follows: $1362.00 - Hotel $1450.60 - Airfare $2763.60 Total Package During the online booking process the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged.   “By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased Allianz’s standard travel insurance as part of this package, which includes hurricane and weather protection. This policy is nonrefundable after 10 days. You will receive a separate email from Allianz Global Assistance containing your policy confirmation and certificate of coverage within 1-2 business days which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. It is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Please note that it is also your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking. In review of the reservation, per our records; The client contacted us on7/3/17 upon their return and expressed their concerns to our agents. The agent explained the all-inclusive benefits and how they work with different levels at the resort in which a guest would purchases. The agent advised him that with the resort he purchased he was provided what he paid for. He said he wanted top of the line when he booked, he wanted to be able to walk into any bar, dining and be served.  It was also explained to him that the only way to get the black wrist bands is to pay for them or book the pyramid. Our client did have access to 17 dining and 18 bars. We apologized for his experience and offered him and the other guest $100 in Sun Dollars which he accepted.   The following offer was then sent to the client on 7/3: TO CLIENT: From: Customer Care Cheap Caribbean Sent: Monday, July 03, 2017 9:29 AM To: '[redacted]@[redacted].com' Subject: SUN DOLLARS[redacted]BOOKING # [redacted] ________________________________________________________________________2003 South Easton Road, Suite 100 * Doylestown, PA 18901Phone: ###-###-#### * Fax: ###-###-####July 3, 2017Re: Booking #[redacted] Dear [redacted], Thank you for contacting CheapCaribbean.com and thank you for taking the time to provide us with this valuable feedback. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com. We are very sorry to hear of your disappointment with your recent reservation at [redacted] Cancun. It is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our website. We regret any inconveniences that you may have experienced. 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 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. All services are rendered in full.

After review of the case, the following actions were taking by CheapCaribbean.com: The client booked a reservation online on 9/7/17 The client purchased round trip airfare from LAX to SJD 4-night stay at [redacted] The client purchased this vacation for 2 passengers to travel 10/13/17 to...

10/17/17 at a total cost of $108.05 A trip cost breakdown is as follows: $648.00 Hotel $ 559.22 Airfare $112.83 Insurance $ 1270.05Total 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 XX/XX/XX: $USD Total Price: $USD Total Price: $USD Balance $ I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions  In review:  10/13 8:04pm client called with many complaints about the resort, wanted to move. Advised moving them at this time of not was not possible. Agent offered to speak to the resort about their issues. Agent then emailed the resort for follow up.  The agent then also emailed several resorts in the area for availability. The [redacted] notified us of the availability to move the client. We awaited a response from [redacted] on what they would charge the quests for an early check out. 10/14 8:05pm – we continued to wait the response from the resort as to whether the resort would waive penalties. We advised the client that we could provide the relocation to the [redacted] at this time and once a response was received from the [redacted] we could refund them based on the resort approval. 10/15 – we received an email from the client @ 10:27pm, about issues they continued to encounter.  Since we still did not receive confirmation from the resort we again contacted the resort to inquire about possibly moving them to the Palace or waiving fees should they relocate. 10/16 – Clients relocated earlier this day.  Confirmation was received from the [redacted] that they would not be charging for the night of the 16th.  A refund was processed in the amount of $162.00. 10/16 – clients called in about changing return flight. To do so they would be imposed a fee which left no value to the tickets. Advised a new one-way ticket would need to be purchased. No changes made at this time. 12/5 – client contacted Customer Care. The client’s complaint has been sent to the Rui for further review. The [redacted]’s response time is 21 days. Once a reply is received we will notify the client of their response. 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.

After
review of the case, the following actions were taking by CheapCariibean.com:
 
The client booked a reservation online
on August 16, 2015
The client purchased round
trip airfare from ATL to MBJ, 8 night stay at the [redacted]...

[redacted]
The client purchased this vacation for 2
passengers to travel 9/25/15 thru 10/3/15 at a total cost
of $2418.60 
A trip cost breakdown is as follows:
 
$1651.52 Hotel
$783.08 Round Trip Airfare
$84.00 Transfers  
$2418.60 Total Package
 
** Client opted not to purchase
travel insurance with the package at this time
 
During the online booking process the
client was required to "Click
and Agree" to our nonrefundable Terms and
Conditions.  If these Terms are not agreed to then the booking not a
processing and the credit card not a charging. 
 
Our Terms
specifically state:
“Changes to dates, destinations, hotel, air
itinerary, etc. can be made at any time for a Change Fee of $50 per person
(adults over the age of 12), plus any applicable airline penalties, hotel
cancellation penalties, and/or any increase in price resulting from the
change.  In addition, you will be responsible for all charges, fees, duties,
taxes, and assessment arising out of your use of the Products and Services
available from the Site.”
“The information, software, products, and
services published on this web site may include inaccuracies or typographical
errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not
guarantee the accuracy of, and disclaim liability for inaccuracies relating to
the information and description of the hotel, air, cruise, car and other travel
products displayed on this website (including, Without limitation, photographs,
list of hotel amenities, general product Descriptions, etc.), much of which
information is provided by the respective suppliers. Hotel ratings displayed on
this website are intended as only general guidelines, and CheapCaribbean.com, Inc.
and its affiliates do not guarantee the accuracy of the ratings”  
“CheapCaribbean.com, Inc., its affiliates,
and/or their respective suppliers make no representations about the suitability
of the information, software, products, and services contained on this web site
for any purpose, and the inclusion or offering for sale of any products or
services on this web site does not constitute any endorsement or recommendation
of such products or services by CheapCaribbean.com, Inc. or its affiliates. All
such information, software, products, and services are provided "as
is" without warranty of any kind. CheapCaribbean.com, Inc., its
affiliates, and/or their respective suppliers hereby disclaim all warranties
and conditions with regard to this information, software, products, and
services, including all implied warranties and conditions of merchantability,
fitness for a particular purpose, title, and non-infringement. The carriers,
hotels and other suppliers providing travel or other services for CheapCaribbean.com,
Inc. are independent contractors and not agents or employees of
CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its
affiliates are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. CheapCaribbean.com, Inc. and its affiliates have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expense, omissions, delays, re-routing or
acts of any government or authority. In no event shall CheapCaribbean.com,
Inc., its affiliates, and/or their respective suppliers be liable for any
direct, indirect, punitive, incidental, special, or consequential damages
arising out of, or in any way connected with, the use of this web site or with
the delay or inability to use this web site, or for any information, software,
products, and services obtained through this website, or otherwise arising out
of the use of this website, whether based on contract, tort, strict liability,
or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their
respective suppliers have been advised of the possibility of damages.”
 
 
 
9/25 we received
a call that our client’s flight was delayed. At this time contacted the resort
to request a shift in dates.
9/26
although it took longer than expected for the resort to respond a confirmation was
received this morning with approval to shift dates by the resort. We attempted
to contact the client by phone to advise but it appeared they were in transit.
We left them a voice message on their phone and also sent them the following
email.
 
Email to
client:
 
From:
CheapCaribbean Reservations
Sent:
Saturday, September 26, 2015 11:29 AM
To:
'sgadst' Cc: [email protected]
Subject:
RE: 31470900 - Shift in Dates APPROVED
Importance:
High
 
Good
morning,
The
shifts are now confirmed. You will be checking in today, September 26 and
checking out October 4. Amstar has been advised of the below flight itinerary
and the revised manifest (shown below) has been sent to the resort. Arriving:
into MBJ on 9/26 at 1:28 pm on US 826.Departing: MBJ on 10/4 at 12:25 pm on US
869.Thank you for your patience and have a great weekend.
Warm
regards,
Shana
 
 
It
appeared that the client was aware of the changes offered by the resort  since we’ve received no further
correspondence from the client during or after their travels.
 
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.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  This Business has processed a partial refund for the amenities that were not provided, which I deem as fair.
Regards,
[redacted]

After review of the case, the following actions were
taking by CheapCariibean.com:
 
type="disc">
The client booked a reservation
online 1/9/14
·        
The
client purchased round trip airfare
from [redacted] to [redacted], 3 night stay at the [redacted] Resort
·        
The
client purchased this vacation for Abraham Mathew and
4 other passengers to travel 3/11/14 thru 3/14/14 at a total cost of
$3212.57
A trip cost breakdown is as follows:
 
$1073.69 Hotel ($89.47
per person per night )
$2098.88 Airfare
$140.00 Transfers
& Excursions
($-100.00) - Promo
Discount
$3213.57 Total
Package
 
During the online booking
process the client was required to "Click and Agree"
to our nonrefundable Terms and Conditions.  If these Terms are not
agreed to then the booking not a processing and the credit card not a
charging. 
 
Our Terms specifically state:
“Changes to dates, destinations, hotel, air
itinerary, etc. can be made at any time for a Change Fee of $50 per person
(adults over the age of 12), plus any applicable airline penalties, hotel cancellation
penalties, and/or any increase in price resulting from the change.  In
addition, you will be responsible for all charges, fees, duties, taxes, and
assessment arising out of your use of the Products and Services available from
the Site.”
“The information, software, products, and
services published on this web site may include inaccuracies or typographical
errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not
guarantee the accuracy of, and disclaim liability for inaccuracies relating to
the information and description of the hotel, air, cruise, car and other travel
products displayed on this website (including, Without limitation, photographs,
list of hotel amenities, general product Descriptions, etc.), much of which
information is provided by the respective suppliers. Hotel ratings displayed on
this website are intended as only general guidelines, and CheapCaribbean.com,
Inc. and its affiliates do not guarantee the accuracy of the
ratings”  
“CheapCaribbean.com, Inc., its affiliates,
and/or their respective suppliers make no representations about the suitability
of the information, software, products, and services contained on this web site
for any purpose, and the inclusion or offering for sale of any products or
services on this web site does not constitute any endorsement or recommendation
of such products or services by CheapCaribbean.com, Inc. or its affiliates. All
such information, software, products, and services are provided "as
is" without warranty of any kind. CheapCaribbean.com, Inc., its
affiliates, and/or their respective suppliers hereby disclaim all warranties
and conditions with regard to this information, software, products, and
services, including all implied warranties and conditions of merchantability,
fitness for a particular purpose, title, and non-infringement. The carriers,
hotels and other suppliers providing travel or other services for
CheapCaribbean.com, Inc. are independent contractors and not agents or
employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com,
Inc. and its affiliates are not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. CheapCaribbean.com, Inc. and its affiliates have no
liability and will make no refund in the event of any delay, cancellation,
overbooking, strike, force majeure or other causes beyond their direct control,
and they have no responsibility for any additional expense, omissions, delays,
re-routing or acts of any government or authority. In no event shall
CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be
liable for any direct, indirect, punitive, incidental, special, or
consequential damages arising out of, or in any way connected with, the use of
this web site or with the delay or inability to use this web site, or for any
information, software, products, and services obtained through this website, or
otherwise arising out of the use of this website, whether based on contract,
tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its
affiliates, and/or their respective suppliers have been advised of the
possibility of damages.”
 
3/11/14
We received a call from the client stating
they were being relocated by the resort.
At this time CheapCaribbean.com had not
been notified by the resort about the relocation.
Because of an overbooking by the resort
they offered to relocate the group for 2 nights to the Sunscape Resort.
Client stated then that the resort is
offering a return comp stay due as compensation.   
 
3/13
 [redacted] offers to accommodate the clients for the remainder of their stay, due to availability, at the [redacted]
The group is already settled in, asks to
remain at the Sunscape Resort for their duration. 
This request was granted by the [redacted]
and client remained at the Sunscape for the duration of their vacation
 
3/14
Upon their return the clients contacted us about
their experience and receiving compensation
We advised we would reach out to the resort
 
We
respectfully contacted the resort and received the offer of a 2 night comp stay
at the [redacted] Resort with an Ocean View Room. This offer has been sent
to the client, please see the attached.
 
It’s
not uncommon for resorts to routinely overbook with consideration placed of a
percentage of last minute cancellations. 
However it is up to the resort as to what the offer of compensation is
to be for the said inconvenience.  In
most cases in lieu of change of locations return comp voucher is typically
offered.
 
All remaining services that the
client purchased were renders in full per the Terms and Conditions (see
attached re; page 1 and 9) that the client clicked and agreed to during the online booking
process.
 
Once again, we reiterate our sincere apologizes for any
difficulties they may have encountered.   All remaining services that the client purchased was renders in full per
the Terms and Conditions that the client clicked and agreed to during the
online booking process.
 
Our aim is always to provide the best service and we hope
that they will give us another opportunity to prove this.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The $ 155.10 that the business charged my card on My 06, 2016 was not authorized by me the card holder. I was advised that if I do not call and pay the remaining $155.10, the reservation will be cancelled. As the travel was on May 15, 2016. Then the reservation would have been cancelled a week before the travel date and the check-in date to the hotel. The hotel does not charge any penalty, if reservations are cancelled 72 hours (3 days) prior the check-in date. My reservation was suppose to be cancelled 168 hours ( 7 days ) prior to check-in. Because, I did not call to pay and authorize the remaining amount of $155.10. However, the business charge my card $155.10 without my authorization to forcibly keep the reservation not cancelled.
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:
Awaiting response from [redacted] for inexcusable actions occurred during stay. Still seeking reasonable compensation for lost time from [redacted] concierge staff and poor customer service from [redacted] leadership during the entire process.
Regards,
[redacted]

Again we sincerely apologize
if the clients vacation experience was not as anticipated.  It’s unfortunate the client in this case did not contact until after travel
was completed as we may have been able to turn their vacation experience into a more positive one.
At this point our ability to offer any further compensation is greatly limited
as services were rendered in full as seen by the resort.  Had the client contacted us while in the
destination we would have been able to immediately address their concerns to
assist in rectifying or even possibly relocate them to a different property.  When the services are completely rendered in
full we are limited to offering the client the compensation offered by the
resort.  In this case the client was
issued a one night refund. All remaining services that the client purchased
were rendered in full per the Terms and Conditions that the client clicked and
agreed to during the online booking process.
 
Please see the attached
documents for the Travel Vouchers containing our contact information when in destination
(Page 4) that were issued to the client at the time of booking with our contact
information. 
 
Our position remains the same. No further compensation or refund
is being offered at this time.

[redacted]
 [redacted]
I am rejecting this response because: I need clear details without any loopholes.
[redacted]
[redacted]

In review  - we did not see that the client contacted us for assistance while in destination.   We have contacted the resort on our clients behalf and currently await the reply from the resort.  Please be advised that post-travel issues can take up to 14-21 business days for a...

resolution. We will respond once the resort has contacted us. Thank you for your patience.

After review of the case, the following actions were taken...

by
CheapCaribbean.com:
 
The clients booked a vacation with a CheapCaribbean.com
representative on May 27, 2014
 
The
clients purchased round trip airfare
from EWR to POP for 4 night stay at [redacted] Resort and Spa
and Round Trip Airport Transfers and Standard [redacted] Insurance protection
 
The
clients purchased this vacation for August
10th and August 14th at a total cost of
$1421.37 
 
Package cost breakdown is as follows:
 
$332.00  – Hotel ($XX per night)
 
$1034.20 – Airfare
 
$56.00 – Transfers
 
$99.17- [redacted] Insurance
Protection
 
$-100.00 – Promo
 
$1421.37 Total Package
 
During the online booking process the client is read the terms and
condition. If these Terms are not agreed to then the booking is not processed
and the credit card is not charged. 
 
“By
making this reservation today with CheapCaribbean.com, you agree that all
travel packages are governed by the p
 
Terms
of Use appearing on our website as posted at
www.cheapcaribbean.com/terms.jspand that all passenger name information exactly
matches your official documents. Please note that once I submit your
reservation, the entire amount will be charged to your credit card. Once
charged, it is non-refundable. Changes to or cancellation of your reservation
will incur a $50 per person fee, plus any applicable air and resort penalties
and any increase in price resulting from the change. Upon cancellation, a
credit towards future travel will be issued for the balance remaining.
Hurricane and Weather insurance is not included in this package, however
comprehensive illness and injury insurance is available, as well as an enhanced
‘Cancel for Any Reason’ plan, both of which include the weather insurance
coverage. The Standard illness and injury coverage is available for purchase up
until 72 hours prior to departure, however, the enhanced ‘Cancel for Any
Reason’ plan must be purchased today; this enhanced insurance is not available
for purchase at a later date. You the customer are responsible for any
additional airline baggage fees, pre-assigned seating, 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 clients called on May 27 looking for deal around a budget
price. The agent gave the clients some options and they settled on [redacted] Resort and Spa and agreed to all terms and conditions of the
vacation package
 
Terms and Conditions attached.
 
 
We had no communication with the client while in destination.
 
 
On 8/18 upon their return the clients wife called to discuss their
experience and expectations while at [redacted].
 
She expressed her concerns as mentioned in her statement.  We spoke about each issue and how they went
about resolving these issues with the resort.
 
 
The client mentioned that they needed a room on the first floor.
However we advised her that this was not mentioned in the conversation with the
agent when booking nor noted on page 3 of her travel documents under
"Special Requests". Only mention made was a need for a king bed in
the booking call with the agent and as noted.  Had we know of their
specific needs for a room on the 1st floor we would have made
certain to have added this request to make their stay more comfortable. 
Attached are the clients travel vouchers.
 
The client did mention in the call to us that the resort did offer
to move them to their sister property next door after they were made aware of
their concerns to a one Bedroom Suite. However the clients declined the offer
due to the proximity of the room location to the pool and restaurants.   The client remained in the room as received
at check in.
  
We spoke about the timeshare presentation they attended. Advised
this is not a requirement nor did they need to attend. This is purely an option
offered by the timeshare company on property. We apologized for the
inconvenience in which they felt to encountered.
 
Once again, we reiterate are sincere apologizes 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 as
explained to the client.  Again, the best
way to resolve these types of issues is to address them first with the resort while in
destination. It’s easier to show or expresses what is wrong and what the client
wants made right, right then and there. If satisfaction is not reached we then
suggest of course contacting us from destination for further assistance.
 
As a
gesture of good faith we offered the client $200 in Sun Dollars (which has been
added to their CheapCaribbean account) to apply towards future booking with
CheapCaribbean.com. This offer was accepted by the client.
 
 
Our aim is always to provide the best service and we hope that
they will give us another opportunity to prove this.
 
No further
compensation is being offers at this time. All services are rendered in full.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  Cheap Caribbean states that they reviewed the conversation when I actually booked this reservation.  The conversations  in which their representative Jeff G[redacted] told me that I could smoke anywhere outdoors took place on 1/6/15 which I have recorded.  I then e-mailed the resort as additional confirmation to what I was told by Cheap Caribbean's representative.  When I received the response from [redacted] also stating that I could smoke anywhere outdoors on 1/11/15. It said nothing about covered public places. I then made the reservation.  The e-mail from [redacted] stated ANYWHERE outdoors as did Cheap Caribbean's representative Jeff G[redacted] on 1/6/15.  It was based on this misrepresentation that I made this reservation.  Yes, the resort does have the right to enforce their policies, however those policies were misrepresented to me by both Cheap Caribbean and [redacted] Montego Bay!!  At no time did I state that I knew there were designated smoking areas with the exception of INSIDE the hotel as stated by Cheap Caribbean and [redacted] Resorts.  I was very clear that if I could not smoke on my balcony and other outdoor areas, I would not book this vacation.  Therefore, I did not get what I paid for.  I was told one thing by both Cheap Caribbean and [redacted] in order to get my money and ensure the reservation, then the rules changed when I got there.  This is unacceptable!!  Additionally, I could not very well take any action when I'm stuck in another country which is why I contacted Cheap Caribbean the day after we got home.
Regards,
[redacted]

The client bought a vacation from CheapCaribbean.com’s website on December 13, 2016. During this online transaction the CH purchased round trip airfare on [redacted] from Buffalo, NY to Cancun, Mexico, a five night stay at the all inclusive [redacted] Resort, Shared Round Trip Airport...

Transfers, and [redacted] Standard Travel Insurance Policy.  The client purchased this vacation 2 passnegers to travel February 13 thru February 18, 2017 at a total cost of $2,127.68 for all of the services that were purchased. 
 
The cost of each of the services purchased is as follows:
$1,215.88 – Hotel ($607.94 per person)
$649.36 – Airfare ($324.68 per person)
$114.00 – Airport Transfers
$148.44 – Insurance Premium
$2,127.68 - Total
 
During the online booking process the client was strongly urged to purchase insurance coverage for the reservation.  The client was required to choose the Enhanced policy, the Standard policy, or no insurance coverage.  The client chose to purchase Standard [redacted] Global Assistance insurance coverage for this reservation.  This was outlined as providing coverage for specific cancellation reasons such as injury or illness.  We are providing a screenshot of this online purchase step.
 
During the online booking process the CH was required to "Click and Agree" to our nonrefundable Terms and Conditions.  If these Terms are not agreed to then the booking is not processed and the credit card is not charged.  Our Terms specifically stated:
 
If cancellation of this reservation is requested less than 24 hours from the time of purchase CheapCaribbean.com will offer you the option of a refund to the original form of payment or retaining a credit to be used towards a future purchase. After 24 hours, this vacation is nonrefundable and nontransferable.
If requesting cancellation contact must be made with an Existing Reservation Agent less than 24 hours after finalizing the purchase. CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
Changes or cancellations made more than 24 hours after purchase will be charged a $50 per-person fee, a $200 per ticket, per airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
If cancellation is requested more than 24 hours after purchase a 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, a cancellation more than 24 hours after purchase, 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
CheapCaribbean.com, Inc. will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed.
FAA "Hazardous Materials Restrictions" - Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your person. A violation can result in five years' imprisonment and penalties of $250,000 or more (49 U.S.C. 5124). Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives and radioactive materials. Examples: Paints, lighter fluid, fireworks, tear gases, oxygen bottles, and radio-pharmaceuticals. There are special exceptions for small quantities (up to 70 ounces total) of medicinal and toilet articles carried in your luggage and certain smoking materials carried on your person. For further information contact your airline representative. Please ensure your passengers are fully aware of and understand these restrictions as a violation will result in imprisonment and financial penalties.
The client was assigned Booking #[redacted] for this reservation.  After the transaction was finalized a Travel Voucher Receipt was issued for the purchase to the client. This document contained all of the information that the clients needed to travel on the reservation as well as our contact information and an abridged version of the terms of the purchase.
 
After receiving the clients recent credit card dispute we reviewed the reservation and saw that we had not had any contact with the clients whatsoever. The client never notified us that they were not traveling on the services purchased and never requested cancellation of the reservation. We reached out to the client for further information and to confirm their travel intentions. The client advised us via email that they had “requested cancelation” with [redacted] and were filing a claim with them for reimbursement. This is the clients email:
 
From: client
Sent: Thursday, January 26, 2017 11:05 AM
To: CheapCaribbean Reservations
Subject: Re: URGENT #[redacted] Chargeback
 
Hi (agent name)
I have cancelled the reservation through [redacted] Insurance, who has been very difficult to work with, and unresponsive with my claim, which is probably why you are unaware of the cancellation. I want to cancel the trip indefinitely.
 
Thank you,
Client
 
Based on this correspondence we cancelled the reservation and sent the client a cancellation notice. We advised [redacted] that no refunds or credit would be issued to the client for this cancellation. They use this information to process a customer’s claim. [redacted] notes both passenger policies as having filed insurance claims for reimbursement. Therefore the insurance services totaling $148.44 have been rendered in full by the passengers.  [redacted]’s website also states that the client’s claims have been denied due to documentation provided.  Due to privacy reasons they would not provide additional information regarding the claim denied.  Due to the insurance claim denial the client is eligible to receive a CheapCaribbean.com Future Credit less cancellation fees, as was contracted during the online purchase. The client would hold a CheapCaribbean.com Future Credit in the amount of $1,229.88 as well as a [redacted] credit in the amount of $324.68 per passenger in which a $200 per person airline fee will assessed at the time of rebooking. Travel on these credit will need to be reserved and completed by December 13, 2017.  We will at this time be process the CheapCaribbean.com Future Credit and will be emailing the voucher to the clients email address on file.
 
The client is fully responsible for this charge.  The client “Clicked and Agreed’ to our nonrefundable Terms and Conditions at the time of purchase which specifically stated that the purchase was nonrefundable, no refunds would be issued in the event of cancellation, and no refunds would be issued in the event that an insurance claim could be filed. The remaining cancelled services were nonrefundable as per the purchase contract.
 
Please see the attached Terms and Conditions.
 
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 refund is offered or due as the purchase was contractually nonrefundable.  A CheapCaribbean Future Credit is being issued to clients at this time.

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

• The client booked a reservation online on 3/29/15
The client purchased round trip airfare from 8/31/15 to 9/6/15, 6 night stay at the [redacted] The client purchased this vacation for 2...

passengers and herself to travel 8/31/15 thru 9/6/15 at a total cost of $2447.18
A trip cost breakdown is as follows:
$1178.78 Hotel
$1295.40 Airfare
$48.00 Transfers
2447.18
$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

After the reservation was finalized the client was issued a Travel Voucher Receipt for the purchase. This document contained all of the information that the clients needed to travel on the reservation as well as our contact information and an abridged version of the terms of the purchase. This receipt was sent to the email address connected with the clients CheapCaribbean.com account, [redacted].com. The client had the opportunity to alter this email address during the purchase process, but left this as it was noted on her account. This is the same email address that the client used for her purchase in 2013 where she traveled with her mother, [redacted].
On March 29, 2015 the client called us from the phone number provided during purchase, 330-412-2318, to discuss the reservation. The client wanted to know if the [redacted] promotional code she was issued from her last purchase could be applied towards this purchase. The agent informed the client that this promotional code was no longer valid. Also the client had already applied a $75 promotional code during the online purchase and only one promo could be used per reservation. Promos could not be combined. The client advised the agent that she understood.
On March 31, 2015 the client contacted us again to discuss the reservation. The client told the agent that she had found that it would be less expensive if she were to fly from a different airport. The client was interested in finding out if she could change the reservation. The client was transferred to a more experienced agent to provide assistance. The client reiterated that she was looking on the website and wanted to change the flights on her purchase. The client was seeing that she could fly from Cleveland rather than Akron for $100 less than she paid. We advised the client that we could certainly change her reservation to suit her needs however it would end up costing her more money to make this change. We advised that there would be a $200 per passenger airline change fee to purchase different airline tickets. This was before a $50 per person CheapCaribbean.com change fee was assessed. Again, we advised the client that we could change her flights, but this would not make the reservation less expensive, as she was looking to do. The client advised the agent that she wanted to leave the reservation as it had been purchased. There was no further contact with the client.

After receiving the client credit card dispute we reviewed the reservation. The client made this purchase online and we are supplying the screenshots from the online purchase showing full client participation. The client was logged in to her CheapCaribbean.com account with her secure password when making this purchase as shown in the screenshot. Moreover the client had made two previous purchases with the CheapCaribbean.com under this secure account in which services were used in full without incident. Also, these transactions were never disputed by the client/credit card holder. Additionally, the client had contact with CheapCaribbean.com after purchase to discuss the purchase from her phone number, as showing the phone records we are supplying.

The client is fully responsible for this charge. The client purchased this vacation on our website, in her secure password-protected account, and was required to ‘Click and Agree’ to our nonrefundable Terms and Conditions of the purchase. The client questioned receiving a discount as well as changing the flights, but chose to leave the reservation as it was purchased. The client fully participated in this purchase and is fully responsible for this transaction.
Please see the attached documents including trip summary, trip cost breakdown, passenger information shown on passports, clients account information, the insurance selection screenshot from the online purchase, screenshot showing clients logging in to account with password, checkout page screenshot showing the nonrefundable Terms and Conditions that were agreed to by the client, purchase confirmation screenshot, phone records, reservation notes corresponding with phone records, the previously purchased, , trip summary, and the trips’ passenger passport information.
No refund is due for reservation as the reservation is seen valid by both CheapCaribbean.com and the clients credit card company. At this time the credit card company has reviewed this case in full and closed the case in our favor.
We issues ** /** credit of 647.70 and a CheapCaribbean.com Future Credit $1051.78 - travel must be completed by 3/29/15.
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 yo
 Complaint: [redacted]
I am rejecting this response because:
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 8/26/15
The client purchased round
trip airfare from JFK to CUN for four (4) night’s stay at [redacted]...

and Round Trip Airport Transfers. 
 
The client purchased this vacation 3
passengers including herself to travel 12/11/15 to 12/15/15 at a total
cost of $1754.62
A trips a costs breakdowns is as follows:
 
$602.82   Hotel ($150.70 per night)
$976.68   Airfare
$ 72.00   Transfers
$128.00   Insurance
$- 50.00   Promo Discount
$ 1754.62 Total Package Price
$-1229.80 Deposit @ the time of
booking
$524.82   Balance remaining
and due 21 days prior to travel
                               
During the online booking process the client
is read the terms and conditions. If these Terms are not agreed to then
the booking is not processed and the credit card is not charged. 
 
 
“By making this reservation today with
CheapCaribbean.com, you agree that all travel packages are governed by the
Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp and
that all passenger name information exactly matches your official documents. Changes to or cancellation of
your reservation will incur a $50.00 per person fee, plus any applicable resort
penalties and air penalties, up to the full cost of your ticket(s), and any
increase in price resulting from the change. Upon cancellation, a credit
towards future travel will be issued for the balance remaining. You have
purchased [redacted]’s standard illness and injury insurance as part of this package,
which includes hurricane and weather protection. This policy is nonrefundable
after 24 hours. Your confirmation documents will include a link for [redacted]
Insurance which can be used to view a full schedule of benefits for the policy
you purchased. Please note that once I submit your reservation, the
non-refundable deposit will be immediately charged to your credit card.
Additionally, the deposit amount includes a $25 deposit fee. The remaining
balance is required at least 21 days prior to trip departure. Future payments
will be automatically charged to the initial credit card used for deposit on
the date noted on your deposit invoice. You are also able to log into your
CheapCaribbean.com account and apply payment prior to the due date. It is your
responsibility to verify that the credit card being used for final payment will
be valid on the scheduled due date. In the event that CheapCaribbean.com is
unable to collect the remaining balance, your reservation will be cancelled. It
is your responsibility to ensure that you have the proper documents to enter,
connect through or stop in the destinations on your itinerary.
CheapCaribbean.com is not responsible for denied boarding due to improper
documentation. You as the customer are responsible for any additional airline
baggage fees, pre-assigned seating, incidentals at the resort, and entry or
exit fees resulting from purchase. Please note that it is also your
responsibility to confirm your flights directly with the airline 24 hours prior
to travel. 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:
 
9/11/15
client called about cancelling her reservation at which time again was provided
the policy, fees and procedure. No changes made.
 
9/15/15
client called and wanted to know what the balance was owed on her reservation.
No changes made.
 
10/6/15
received notice that the client was charging back the charges with her credit
card company
 
10/9/15
CheapCaribbean was notified that the chargeback was closed in our favor
 
10/9/15
CheapCaribbean contact the client as a courtesy and as a follow up on any
questions or changes they client may have regarding the reservation.  A voice message was left. The following email was then sent to the
client:
 
From:
CheapCaribbean Reservation
Sent:
Friday, October 9, 2015 4:30 PM
To:
'[redacted]'
Subject:
[redacted] - reservation with Cheap Caribbean
 
Hello
[redacted],
 
I
hope this email finds you well today. We called you today to see if you still
plan to travel on your trip that is scheduled with Cheap Caribbean for Dec 11,
2015 - Dec 15, 2015, to the [redacted] Cancun. Your reservation is active.
 
If
you are not traveling, please call us right away to cancel. Please note that if
you decide to cancel, you will receive a Cheap Caribbean Future Credit that
will be used toward a future trip and an airline credit in each persons name.
These credits are subject to the following penalties: Cheap Caribbean penalty
is $50 per person; any applicable hotel penalty, and the airline penalty of
$200 per person when the ticket is used. The expiration date of the credits is
1 year from the original booking date (this will be Aug. 26, 2016 that credit
expires).
 
Please
call us to let us know if you are traveling or if you wish to cancel. If you do
not cancel prior to your trip, you will forfeit all monies paid. Our phone
number is ###-###-####. Please reference your reservation number of [redacted].
We are open from 5 am to 3 am every day. We would like to assist you if you
have any questions or concerns.
Thank
you very much.
 
Sincerely,
Customer Service, Cheap
Caribbean.com
 
 
10/11/15
again we contacted the client and sent her the following email
 
From: CheapCaribbean Reservations
Sent: Sunday, October 11, 2015
10:55 AM
To: '[redacted] Final Payment Reminder
Good Morning Catherine,
We just wanted to touch base with
you and make sure you are aware that you must cancel your reservation with
Cheap Caribbean if you are not planning on traveling. At this time your
remaining balance is scheduled to automatically charge your credit card on file
on November 20, 2015. Please give Cheap Caribbean a call if you have any
questions or need further assistance.
 
Thank you!
Cheap Caribbean.com Reservations
 
[redacted]To
date the client has not returned the call or responded to our emails. No
changes have been made.
 
The
client was clearly read the above terms and condition prior to booking and
entered into an agreement with CheapCaibbean.com. Attached are the terms and
conditions and the clients deposit travel vouchers.
 
If
the client wishes to make any changes or cancel her reservation they must contact our office prior to her departure date. Upon
cancellation, a credit towards future travel, less penalties, will be issued
for the balance remaining. If
the client does not cancel with us prior they would be considered a No Show for
any portion of the reservation and a 100% penalty will be assessed and no
refund or credit will be issued.
 
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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I had selected different flights and times when I booked the vacation I did have to click the back button to change something else which may have reset the flights, I don't know but they were not the ones I booked.  The confirmation did not display the flight information, so I did not notice the flights until over a week later when I was paying my balance.  I contacted CheapCarribean and they said it would cost me another 1000 to fix it so I had no choice but to take the terrible flights.  I did however decide later that since I was loosing basically 2 days of my vacation that they should reimburse me for the time I would not be able to use.  Since then the airline made flight changes and I got a better flight but this was through no cheapcharribean help.  I regained some of my vacation time because of this so I no longer desire the recoup of time even though my return flight is still terrible.  I do however feel cheapcarribean should change their policies and provide some degree of customer service to people that are paying them thousands of dollars.
Regards,
[redacted]

After
review of the case, the following actions were taken by CheapCaribbean.com:
 
The client booked a
vacation with a CheapCaribbean.com representative on March 20, 2015
The client purchased round trip airfare from JFK to POP for 6 night’s stay at [redacted]
[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] & [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.

This company has a lot of "fine" print. Do not book anything with them until you read the "fine" print. I will never use their services again. They typically book their flights with S[redacted] Airlines and if you don't ask they will not tell you. S[redacted] is one of the worst airlines to deal with. At the end of this process, I felt that I was scammed. I felt that I paid for a service I did not receive and will never use. I did not feel valued as a customer. I would not recommend this company to anybody.
Recently a friend of mine experienced something similar with Cheap Caribbean and she purchased insurance.