CheapCaribbean.com, Incorporated

Review: I cancelled this vacation via telephone to the number provided on the email to me within the 72 hours per the contract. They have refused to give me my money back.Desired Settlement: I want a full refund in the amount of $2270.64

Business

Response:

After review of the case the following actions were

taking by CheapCariibean.com:

The

client booked a reservation online on

2/12/14

The client purchased round trip airfare from ATL to CUN, 6 night stay at the [redacted]

The client purchased this vacation

for her husband and herself to travel 6/16/14

thru 6/25/14 at a total cost of $2270.64

A trip cost breakdown is as follows:

$Hotel

($X per person per night)

$Airfare

$Transfers

& Excursions

($-200.00)

- Promo Discount

$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.”

Booking review:

·

On 2/13/14 the following day after her booking was made online we

sent her a follow up email:

Hi! Welcome to

CheapCaribbean.com!

I am with the Quality

Assurance department here at CheapCaribbean.com and just wanted to reach out to

you to make sure you have received your full set of travel vouchers and that

all information is correct and names appear exactly as they are on your

passports. If there is anything that needs correction please contact me ASAP as

the first 24 hours after booking are critical for avoiding correction fees with

the airlines and resorts. Given that your travel dates are during the height of

hurricane season, I wanted to mention once more the option to purchase travel

insurance for your vacation. Once the reservation is booked there is only a 24

hour window to purchase the Insurance policy. Here is a link to our website

that details the two plans we offer:

http://www.cheapcaribbean.com/travelProtection.jsp I do HIGHLY recommend

insuring your trip, as mother nature can be quite unpredictable! Without the

insurance, there is NO protection on this reservation and you would be liable

for any and all cancellation fees/penalties. Keep in mind, during hurricanes,

most resorts do not offer ANY credit back to you even if you cannot get into

destination. The insurance does also offer you 100% cancellation protection

should anyone on the booking or immediate family become sick, injured, or death

in the family. Nobody books a trip planning on needing to cancel.

Unfortunately, things can (and do!) happen, and it??s always best to protect

your investment. Cancellation fees start at 250.00 per person without the

insurance coverage. If you would like a quote, please email me or give me a

call by 3:30pm EST and we can get the insurance added onto your trip!

·

On 4/6/14 we received a call from our client needing to cancel.

Fees & penalties for cancellation were explained. After being told she

would hold a future credit with CheapCaribbean.com she requested a refund. She was

told then as per our terms and agreement at the time of booking that we are nonrefundable.

She is a teacher and stated the she unable to travel the dates booked do to a

scheduling issue. Client was asked several

time in the call if she wanted to cancel at this time. Client did not confirm either way. Reservation

remained active.

·

On 4/8/14 we received a call from the client’s credit card company

inquiring about our cancellation policy and which time we explained the terms

and conditions the client agreed to and that we are a nonrefundable company.

Advised her reservation was active at this time.

·

On 4/9/14 a follow up email was sent to the client from our Customer

Care department:

Booking #[redacted]

[redacted]:

You recently contacted

us to inquire about cancellation of your reservation with CheapCaribbean.com.

We were advised that the passengers was unable to travel, however we were

informed not to cancel the reservation as you would be seeking reimbursement

with your credit card company. While we understand your avenue of resolution,

canceling the purchase with the credit card company does not automatically

cancel the reservation. If the passenger(s) are not traveling on the vacation,

we suggest contacting our Existing Reservation Department to cancel the

purchase. This will ensure that a 100% No Show penalty will not be charged if the

passengers are choosing not to use the services. The cancellation fees will be

assessed and the CH will be issued a store credit for the balance remaining, as

per the nonrefundable terms and conditions. If you are interested in making

changes to the purchase, please contact our Existing Reservation Department.

They are open from 5am to 3am EST 7 days a week at ###-###-####. Please

provide the agent with your booking # [redacted] so that they can better assist

you. It is very important to understand that if you do not make any changes to

the reservation before June 19, 2014 the services will be provided as

purchased. If the passenger(s) choose not to travel on the reservation and

cancellation is not requested, a 100% No Show penalty will be assessed. If you

should have any further questions or would like to make changes, please

CheapCaribbean.com directly at ####-###-####. Sincerely, Customer Care

Department

·

On 4/28/14 Client contacted us on the status of her booking and

advised it remained active. Advised by the agent if she did need to cancel or

make changes to call us back. The following informative email was again sent to

the client:

Booking # [redacted]

Dear [redacted],

Our records do not

show that we received any further communication from you confirming any

change/cancellation since you contacted our office via telephone on Sunday,

April 06, 2014. Please be advised that you currently have an active reservation

with CheapCaribbean.com.If you are unable to travel and need to change or

cancel, please call our office and we can assist you. As per the terms and

conditions in which you agreed upon when you booked your reservation directly on

our website on February 12, 2014, changes to or cancellation of any portion of

the reservation will be assessed a $50 per adult fee, plus a $200 per person

airline fee, plus any hotel fees up to 100%. If cancelling, after fees are

applied, a Future Travel Credit (store credit) will be issued for the balance

remaining. If making a change, you will be responsible for the above fees, plus

any increase in cost resulting from the change. It is very important that you

understand that, if you do not travel and also do not cancel your booking with

CheapCaribbean.com, you will be subject to a 100% No Show penalty. Once again,

you currently have an active reservation with CheapCaribbean.com and we ask

that you please contact us via telephone should you be unable to travel during

the dates of June 19, 2014 and June 25, 2014 at the [redacted]. Our

Existing Reservations Department is open daily from 5am-3am EST and can be

reached at ###-###-####. Your immediate attention to this matter is greatly

appreciated!

·

The following email was sent from the client:

Booking [redacted]

This trip was cancelled via telephone the day after it

was completed. This trip should have been cancelled and refunded to my card.

I have now filed a dispute with the Revdex.com as well as my credit

card company requesting a full refund. You should be able to confirm this by

listening to your call log from 2/14/2014. Thank you,

·

On 4/29/14 as notified by the client we went ahead at

this time and cancelled the booking as requested and sent client the

notification.

·

4/29/14 client called in shortly after and upset that

we cancelled her reservation. It was explained to her that we had received an

email confirming her intent to cancel

·

4/29/14 we received a voice mail and a phone call from

the client again requesting a refund and not a future credit. A manager

explained that she did send us authorization and processed her request as noted

in her email to us.

The client requested cancellation over email,

reservation was cancelled in accordance with the terms that the client agreed and

to during the online purchase process & future credit was issued less

cancellation fees. A

Future Credit was issued (see attached) :

CheapCaribbean.com $1371.80

[redacted] Credit $199.42 per person

Please see the attached documents including the Terms and Conditions (attached) that where agreed to by the client

at the time of booking, the Travel Vouchers issued to the client at the time of booking

and the Future Credit issued at the time of cancellation.

Once again, we reiterate our

sincere apologizes for any difficulties they may felt they have

encountered. Our aim is always to

provide the best service and we hope that they will give us another opportunity

to prove this. Our position remains the same at this time.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Very clearly in those attached emails it states: that I never cancelled the trip according to them and the trip was still ongoing. I told them I wanted 100% refund per their policy if you cancel within 72 hours (which they deny happened) or I want to go on the trip. I clearly told them if I was not getting the 100% refund, I would go on the trip because I did not want a credit because it would cost me $700. They cancelled the trip regardless despite following up with an email saying I requested they not cancel it.

Review: There are several issues here: 1) pre-paid services that were not rendered; 2) unresolved communication; 3) financial and emotional stress as a result of items 1 and 2.

July 1: purchased all-inclusive trip from US to Jamaica. Purchased included round-trip transportation from airport to hotel.

August 6 / 10: arrival to Jamaica (included transport to hotel); departure from Jamaica (transport failed to pick up at hotel at designated time). Hotel called taxi; secured letter from hotel stating when I was in lobby and waiting for taxi.

August 15: Wrote to company with details and requested a refund. Message summary was as follows: I purchased an all-inclusive trip from Cheap Caribbean, including travel to/from the resort/airport. On the return trip to the airport on August 10th, transportation failed to arrive. Reservations were confirmed with [redacted] at least 48-hours prior to pick-up. Pick-up time was to be 4am on the morning of the 10th. I was in the lobby no later than 3:40am. After waiting over 45 minutes for my scheduled transportation, the hotel called a taxi to deliver me to the airport. I am requesting reimbursement for the taxi expense ($60) minus advancement payment that was intended to secure safe and convenient transportation ($25), for a total of $35. [included copies of receipts]

August 22: Received email from said company, indicated that they would not honor my request. That communication was as follows: "er the information that CheapCaribbean.com has received from Management at [redacted], they are advising that their driver was dispatched to the [redacted] Jamaica Resort for a pick-up of three (3) persons, including yourself. Their GPS tracking showed that the driver was at the hotel at 3:57am and left a few minutes after 4am. The driver’s dispatch shows that he received all clients and provided transfer services. Based on this, [redacted] is unable to issue any refunds for the transfers or for your additional taxi expense. However, as a gesture of customer service and for bringing this information to our attention, we will be refunding $12.50 to you, as that is equal to the amount paid for one-way transfers on your reservation. The refund will be issued to the original credit card on file that was used to book the reservation. 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."

August 23: I asked for 1) an itemized copy of my bill since this was never received and 2) a customer care representative to contact me to explain the company's policy. The communication was as follows: "I would like to have a customer care representative contact me about my initial request for a refund after my experience booking with Cheap Caribbean. I am also requesting an itemized bill. It was understanding that one-way travel was $25, for a round-tirp total of $50. I need for my records an itemized statement separating out expenses for both hotel and travel. Thank you in advance for accommodating this request. I have questions regarding the information received and do not understand how I could have been at reception (Hamilton) for over 45 minutes with no information about the services I paid for in advance. The reception called the [redacted] three times to inquire about n [redacted] pick up. Each time we were informed that a taxi had not arrived. I requested initially that Cheap Caribbean contact me for additional details. Please do this. I also have a letter from the hotel confirming that I was in the lobby and waiting to be picked up for my pre-paid service."

Please note, I have copied of all receipts and the letter from the hotel.Desired Settlement: I would like a FULL REFUND for the expenses I incurred as a result of this mishap. And I would like an itemized bill that clearly indicates the hotel, travel voucher and air expenses. I am not sure what the final amount in dispute it since the company refused to provide an itemized list of expenses. I paid $60 for a taxi to the airport.

Business

Response:

We have spoken directly with the client and has accepted our offer of compensation to resolve this matter in full.

As noted by the client she was waiting at the [redacted] which she upgraded to during her stay and communicated this information to [redacted].

Once again, we reiterate our sincere apologizes for any difficulties she may have encountered in result of this change. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

Package Breakdown:

690.82 Resort

577.01 Airfare

25.00 Transfer

1292.83 TOTAL PACKAGE

Review: We just returned from our vacation at the [redacted] Jamaica and I am writing to tell you, how disappointed we were with the facilities. This is the second trip we have booked through Cheap Caribbean, the first we loved and had absolutely no complaints about, we actually recommended the resort & Cheap Caribbean to another family, who booked it through you in April. The second vacation, we wasted 3 days of our 6 day vacation trying to fix our issues and finally surrendered because it was a losing battle! I did speak to someone at Cheap Caribbean on the third day of our trip just to let them know how disappointed we were, and they offered a room upgrade or a change of resort, but at that point, we had already wasted so much time, we realized we could either continue wasting our vacation time or just enjoy what was left of it, so they told us to contact you when we got back.

Let me start by saying, the property of the [redacted] is beautiful, however, it is poorly managed and maintained! The customer service is less than 0! When we booked this resort through Cheap Caribbean, we told the agent we were traveling with 8 people and needed 4 bedrooms. We requested adjoining rooms or rooms close together and in the same building as we were traveling with 4 teenage children and 4 adults and the resort did not offer 2 bedroom suites. Cheap Caribbean told us they would request the rooms but there were no guarantees. When we arrived, 2 rooms were in building 14 and 2 rooms were in building 18, which were not very close at all, as it was a very big resort. The adjoining rooms we asked for were not adjoining at all and were 4 doors away from each other, which meant the parents had to stay in separate rooms all week, NOT acceptable, as this was a family vacation and we had booked it months before and a resort of that size, should of had some way to reserve rooms at least in the same building! We complained multiple times and to multiple people for over an hour upon arrival and they told us they would move us the next day. The next day, the rooms in building 14 had to pack up by 11:00am and put all their stuff in storage, which meant we had no room and none of our stuff until 3:30 that day. The new rooms were not adjoining, but they were in building 18 and they were across the hall from each other, which wasn’t perfect but much more acceptable. Also, we had asked for 2 king rooms and 2 double bed rooms, the King rooms were fine, but the “double” rooms were one King bed and a full bed pushed against the slider, which made things tight and there was no dining area as was pictured in their double room nor was it what we had paid for. The rooms were spacious, however, the lights on the outside wall were out, the light in the shower was out, the toilet seat was not fastened onto the toilet, so it fell off, the shower head fell apart in our hand, the shower was clogged and did not drain, so it overflowed every time you showered, the sink nozzle was broken, so it splashed everywhere, there were no bath towels on multiple days, the patio slider handle fell off in our hand, there were no blankets or comforters on the bed, and the pillows were like one pillow cut in half or foam just shoved in a pillow case. When we called for room service, no one ever arrived and after our original dealings with the staff and the time we had already wasted, we just fixed the things we could on our own and lived with the other issues. Also, the elevator in our building was “Out of Service” for 2 days.

The [redacted] representative that Cheap Caribbean has is useless, she gives you the “20 minute check-in presentation”, which takes about 45 minutes and basically it’s just to sell their excursions. She was supposed to resolve our room and dinner reservation issues on the second day and we never heard anything from her, so we never went back to her because it was a waste of time. The bus that picks you up from the airport to bring you to the resort is very underpowered, they could barely go up the hills without having to turn off the air conditioning, all the other buses where passing us and beeping at us. We waited about 30 minutes on the bus before we even left the airport and then the driver stopped at a “dive” for a 10 minute break, only to get back on the bus and be at our resort literally 3 minutes from the “dive” stop. We weren't happy about that, but chalked it up to the fact that other people were on the bus and had further to go.

After speaking to multiple people, including managers and our [redacted] representative, we spoke to David, who was the “owner’s representative” and he promised us on two separate occasions, that he would work everything out for us and make it right. Sadly, we never even heard back from him! Poor representation of the owner!

Three “guaranteed” dinner reservations? That was a joke! We arrived on a Saturday and were leaving on the following Friday, we tried to make reservations as soon as we arrived and were told there were no tables for 8 the whole time we were there. We asked to speak to a manager and about 45 minutes later when he arrived, he told us he could not accommodate a party of 8, there were only tables for 4. We told him this was unacceptable and we paid for 3 guaranteed dinners together. He told us he had to write a letter to the restaurant manager and see if he would approve a party of 8 reservation and he would put a letter under our door if it was approved. We never got a letter and had to go back to the reservation desk multiple times for multiple amounts of time, mind you the reservation desk was one person who made reservations for 3,000+ people, and although our reservations got approved, we were never given a “reservation” slip and EVERY time we went to the restaurant we had a “reservation” at, they told us we didn’t have a reservation and we had to argue with them. The first night, I personally left the restaurant crying and hyper-ventilating in complete defeat! Once in the restaurants, they were nice and the food was decent (portions were on the small side) and it took 1-2+ hours to get our meals, which was a little timely. It also was pretty warm to say the least, they enforced the “long pants” dress code for the men and there is little if any air conditioning, anywhere in the resort, except your bed room. The [redacted] representative told us there was no dress code for woman, but that was not the case, even at the buffet and the restaurant manager will turn you away and is quite nasty about it! At this resort the customer is definitely NOT always right, about 70% of the employees are NOT very nice and stone faced, no expression at all, their attitude is, "this is the way it is and it’s too bad for you!"

We were harassed daily by women trying to give us a bunch of gifts and a “welcome breakfast”. No biggie, as we know all the resorts do this, but here it was a little overbearing, even after we had done the tour. We did, however notice how the “Privileged members” got treated much differently than the “regular” vacationers, right down to the fact that the "dress code" did not apply to them, this happened right in front of our eyes, as we were being asked to go change, the privileged member was being escorted to their seats and as I argued that fact, I was very rudely told to go change or leave!

The [redacted] Jamaica is NOT a very “Family Friendly” resort! They cater more to adults, than families and kids. There are “Adult pool” areas and “Adult only” Restaurants, but we couldn’t even get a table to have breakfast, lunch or dinner with our children at the buffet. There are also A LOT of stairs and not nearly enough ramps for people with strollers, wheel chairs and luggage.

The Beaches were absolutely gorgeous! The pool was loud and very packed. All three “hot” tubs were the same temperature as the pool and most of the jets were broken! The pool bars smelled of throw up and had so many bees swarming it, they actually had to close it one day.

Other things that annoyed us….

There was no room service at all if you were not a “Privileged member”, even if it was for things THEY messed up.

You had to pay $6.00 a day for the room safe, most resorts include that in your stay.

They ran out of pool towels daily.

The pool towel shack and pool bar closed at 6:00.

The pool closed at 7:00.

No bathrooms near the main beach.

Tons of bees near the pool bars and garbages.

The non-motorized sports included had to be done by 3:30pm, which seemed very inconvenient and rushed!

All and all, this was not the “family-friendly” resort we had hoped for, we would not go back to this resort as there are too many other resorts out there and we had WAY to many issues here. We felt like we wasted the first 3 days, (half of our vacation) and multiple times after that at the lobby arguing about dinner reservations and room issues, which is not something you want to be doing on vacation. Especially not a vacation we spent all year saving for and spent almost $10,000.00 on. The most aggravating part, was the [redacted] Resort blamed everything on our travel agent, Cheap Caribbean and a lot of the issues were “their issues”, as a resort that is poorly managed and maintained, so they did not stand behind you, the people that book their resort!!!!! Although the property looks nice, it has A LOT of maintenance issues and their customer service is horrible! We were extremely disappointed and felt very cheated, like we lost half of our vacation time!

Sincerely,

[redacted]Desired Settlement: We wasted half of our vacation trying to working out these issues and we would like a 50% refund.

Business

Response:

After review of the case, the following

actions were taken by CheapCaribbean.com:

The clients booked a vacation

with a CheapCaribbean.com representative on April 29, 2014

The client purchased round trip airfare from 7/12/14 to 7/18/14 for 6 nights

stay at [redacted] Jamaica and Round Trip Airport Transfers.

The client purchased this vacation for herself and 3 other

family members to travel July 12th – 18th at a total cost of

4797.04

Cost Breakdown is as follows:

$2495.52 – Hotel

($415.92 per night)

$2323.64 – Airfare

$168.00 – Transfers

$ 25.00 - Deposit

-$100.00 – Promo

$4912.16 Total

(1228.04 per person)

During the online booking

process the client is read the terms and condition. If these Terms are not

agreed to then the booking is not processed and the credit card is not

charged.

“By

making this reservation today with CheapCaribbean.com, you agree that all

travel packages are governed by the p

Terms

of Use appearing on our website as posted at

www.cheapcaribbean.com/terms.jspand that all passenger name information exactly

matches your official documents. Please note that once I submit your

reservation, the entire amount will be charged to your credit card. Once

charged, it is non-refundable. Changes to or cancellation of your reservation

will incur a $50 per person fee, plus any applicable air and resort penalties

and any increase in price resulting from the change. Upon cancellation, a

credit towards future travel will be issued for the balance remaining.

Hurricane and Weather insurance is not included in this package, however

comprehensive illness and injury insurance is available, as well as an enhanced

‘Cancel for Any Reason’ plan, both of which include the weather insurance

coverage. The Standard illness and injury coverage is available for purchase up

until 72 hours prior to departure, however, the enhanced ‘Cancel for Any

Reason’ plan must be purchased today; this enhanced insurance is not available

for purchase at a later date. You the customer are responsible for any

additional airline baggage fees, pre-assigned seating, and incidentals at the

resort, and entry or exit fees resulting from purchase. Lastly, it is your

responsibility to ensure that you have the proper documents to enter, connect

through, or stop in the destinations on your itinerary. CheapCaribbean.com is

not responsible for denied boarding due to improper documentation. Please note,

it is your responsibility to confirm your flights directly with the airline 24

hours prior to travel. Do you agree to these terms and conditions?” -The client

must

agree

before you proceed with the booking.

In review of

the reservation:

We

did find that the other passenger on booking [redacted] traveling with these

clients contact us on 7/15 to advise us of issues while in destination and what

difficulties they were encountering. The

Cheapcaribbean.com representative did offer to either look into moving them to

another resort or contact the resort on their behalf. The

client thanked the agent but said that she had placed the call just to inform

us of what issues they were having and wanted us to be fully aware of the

circumstances. The

client states she had spoken to the resort management and the were well aware

of her difficulties. She

then said she had put the issues as this point behind her and would concentrate

on enjoying the rest of their vacation.

The

agent thanked her very much for letting us know of her experiences and apologies

to the client. The

agent also advises her to contact the CheapCaribbean.com Post Care Department

on their return as our client’s feedback is important to us. On

7/20 we received the client feedback in full.

Once reviewed we sent the following response on 7/22: 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] Jamaica. 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. We have contacted the resort to inform them of the

concerns you encountered during your stay as well as the information that you

have brought to our attention. We will continue to work directly with the

resort management at [redacted] Jamaica to ensure that our clients

are provided with the service that they expect and deserve. As a token of our appreciation for you taking the time to let us

know of your experience (and to ensure you of our good faith in this matter),

we are depositing $100.00 in Sun Dollars into your customer account here at CheapCaribbean.com.

Sun Dollars can be used up to $100.00 per new reservation package that includes

a resort and airfare. Please note that Sun Dollars are valid for two (2) years

and cannot be combined with any other promotion. We offer a broad spectrum of properties, and there is no question

that we can find something you will enjoy. While we cannot change the past, it

is our sincerest hope that you will give us the opportunity to serve you again

in the future, so that we may have the opportunity to provide you with a much

more positive travel experience. Thank you again for choosing CheapCaribbean.com! As the client

indicated they were also traveling with another reservation: Booking [redacted]

. Both reservation accounts have been

credited with the same offer as above.

Once again, we

reiterate are sincere apologizes the resort did not meet our clients

expectations as we know they have traveled in the past without incident. It’s

often difficult to resolve issues such as this once the client has returned

from their vacation and the services have been rendered in full.

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.

Review: I booked a trip to cancun for 2/26 to 3/2. Cheap Caribbean advertised an $800 resort credit per room if we traveled on certain dates. After we paid final payment the other day we received the final documents. The credit had now changed to coupons towards services that we would have to spend a significant amount of money to receive. Most things in no use to us. Ex: luxury car rental, photo shoots, etc. After speaking with [redacted] via email, he is stating they are not responsible and won't stand behind what their company advertised. We booked a total of 3 rooms with our group. And this is a bait and switch tactic used by this company to get people to book trips.Desired Settlement: I would like for the company to stand by their advertised special of $800 room credit.

Business

Response:

Review: Reservation #: [redacted].2

Dates: 7/6-11/2013

Cancun, Mexico

Dear Sir or Madam:

In recent years, I was a customer of [redacted] and after many years of faithful patronage I took a chance and started booking my vacations on my own. My first with Cheapcaribbean.com was last October 2012 when my friends and I traveled to Montego Bay, Jamaica West Indies (Reservation #’s: [redacted] & [redacted] & Dates: 10/11-15/2012 RIU Montego Bay) and I was so impressed, I decided to use your service again to travel to Cancun, Mexico this year. However, this trip to Cancun was less than favorable and we were extremely disappointed and frustrated (and that is putting it mildly). Our complaints are as follows:

I. Rain

a. Dates: from 7/6-8/2013 (Saturday-Monday) and I was neither aware nor informed that this was Mexico’s raining season.

b. Your SPF 100 Sunshine Protection Plan bullet # 3 only allows one person the $100 off credit. All 3 of us should be entitled to the $100 credit.

II. Room Upgrade

a. Added Value states that we would be guaranteed a FREE room upgrade. However, we were given a small cot that was placed tightly in a corner of our room and I literally had to stand on the bed to climb on and lie down. The bed was old and uncomfortable; I will attach photos of the bed.

b. Room service had to be called several times to clean our room, bring fresh towels and face cloths, bring bathroom tissue, and to restock the mini-bar. Usually we waited for long periods of time for them to bring us any of the items.

c. Television broke and was replaced and had 2 English channels and around 12 a.m. pornography was shown which is offensive and my 17 year old daughter was with us and that was totally inappropriate.

d. Was promised a spa credit initially (first day) and then informed and haggled to go to a timesharing event which we declined. We were told to speak to “[redacted]” but there was no one by that name working at the time at the [redacted] desk. Spoke to a man named “[redacted]” at the front desk regarding the situation and he was very rude to me.

III. Dining

a. Each restaurant server was rude and could barely speak English.

b. We were hurried along to eat on numerous occasions

c. We were treated poorly in the restaurants (racism)

d. Food mediocre at best

e. Was told we couldn’t eat several times

IV. Shuttle Service

a. Shuttle service did not run in a timely fashion

b. Shuttle literally broke down and we were ordered off to walk a long distance

c. When my daughter and I were ready to check out, we called the shuttle service 7 times and were not picked up until 45 minutes later.

V. Airport Transportation

a. We were told to meet an [redacted] representative named [redacted] and another male representative to arrange for transportation to the airport.

b. We waited in line for 20 minutes to speak with a female representative named [redacted] and she spent 5 minutes with us and hurried us along.

c. The day before our departure we spent 1.5 hours speaking with the front desk representative to call [redacted] to obtain & arrange our transportation to the airport. We used the front desk telephone because if we would have called from our room it would have cost $1./minute.

d. After spending all of that time in the lobby with [redacted], when we got back to the room we received a voicemail message giving us transportation details. We received this message roughly around 9:30 p.m. the day before we were scheduled to leave. We were nervous because we were told the transportation would be arranged the day after our initial arrival.

e. [redacted] had an early departure on 7/11/13 and we were in front of the hotel roughly around 7:55 a.m. that day and we waited until about 9:45 a.m. for the bus to pick her up to bring her to the airport. We spoke to [redacted] who was not helpful at all and just kept looking at her phone and texting as we sat anxiously waiting to find out how **. [redacted] would make it to the airport on time to catch her flight which was scheduled for departure at 11:45 a.m.

VI. Beach

a. The beach had sand bags along the entire beach

b. Water was dirty and filled with seed weed and we were forced to stay in the pool area. I do not travel to the Caribbean to go to the pool because I can do that in the USA but we did not have a choice in the matter.

Overall, I must admit, that this has been one of the worse vacations I have ever taken. Moreover, I am sick from the horrible/undercooked food. I have literally been sick for the past 3 days from the food/drinks. I realize that you are a large company with and you have a good reputation for providing customers with the utmost/best customer service. Therefore, we are humbly requesting to be reimbursed for the trip. I did not expect this type of service at all and this was a graduation gift to my daughter and she was so unhappy there.

I hope to hear from a representative soon regarding my letter and request.

Thank you for your time, immediate attention, and consideration in this matter.

Respectfully,

Cc: File

[redacted]Desired Settlement: Some type of reimbursement

Business

Response:

Re: Revdex.com Case # [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 5/24/13

The client purchased round trip

airfare from PHL to CUN for 5 nights stay at the [redacted] and Round Trip Airport Transfers. Client

declined the [redacted] Insurance options.

The client purchased this vacation

for herself, [redacted] and [redacted] (*added to reservation on 5/31 land only)

to travel 7/9 – 7/11 at a total cost of $2228.38

Package cost breakdowns is as follows:

$1184.23 –

Hotel ($236.84 per night)

$1238.76 –

Airfare (619.38 X 2 passengers)

$120.00 –

Transfers Round Trip ($40 per person)

$ 25.00 – Deposit Fee

-$100.00–

Promo

-$219.61

Price Match

$2248.38 Total Package

[redacted]’s credit card was charged a total amount of $1851.63

[redacted]’s

credit card was charged a total amount of $396.75

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:

o

5/24 Client called specifically to book the [redacted] and

informs the agent of her intent

o

We received no correspondence from our clients while in

destination per our records

o

7/17 received client’s complaint post travel which was reviewed in

full

o

7/17 we sent clients an acknowledgement of receiving their

feedback

o

8/2 we authorized a refund to [redacted] for the missed transfer and

sent the client the following letter addressing our clients concerns:

We would first like to take this opportunity

to thank you for your patience while we further looked into your concerns. We

are very sorry to hear of the disappointment with your recent trip to the

Riviera Maya. It is always our goal to provide our customers with the best

vacation at the best price and we want nothing more than for you to enjoy your

vacations with CheapCaribbean.com. It is unfortunate when circumstances beyond

our control occur among the hundreds of vendors we carry on our website.

Thank you for taking the time to provide us

with your valuable comments. Upon reviewing the Added Value contained within

your travel documents, we must acknowledge that your reservation does not

qualify for the Added Value Free Room Upgrade. Per the information stated on

your Added Value voucher, the guaranteed free room upgrade is only valid when

booking in the Superior Deluxe Garden View room category. As you know, you

booked the Deluxe Gardenview room category and not the Superior Deluxe Garden

View room category. In regards to the difficulties in which you encountered

during your stay at [redacted], we must acknowledge that

CheapCaribbean.com was not contacted or made aware while you were in

destination of any issues in which you were encountering with the resort.

Your documents contained a voucher which

states. If you need to contact us while

on vacation, please call our Destination Help Desk. Your documents also

contained a voucher with a local phone number and email address for our

Destination Service Representative who lives in the Riviera Maya area. Our

Destination Service Representative is available to assist clients with

questions and/or issues that may arise at resorts. The toll free number and

email address to our main office, which is open daily from 5am-3am EST, is also

located on every voucher within your travel documents. We truly apologize for

any inconveniences you experienced; however, we could have immediately

contacted the resort on your behalf to advise your dissatisfaction and/or moved

you to another resort.

As you know, CheapCaribbean.com was not

contacted until upon return from your trip. It is often times difficult to

repair a broken vacation upon return. Giving us the opportunity to repair while

in destination may have been more satisfying to you in the end. At this date,

the services in which were offered to you were rendered in full. Nevertheless,

we have contacted the resort to inform them of the concerns you encountered

during your stay. Please be assured that we will continue to work directly with

the Management and staff at [redacted] to ensure our clients are

receiving the service they expect and deserve.

Again, we appreciate you taking the time to

let us know of your experience so that we may use this information to improve

the service we provide to our future customers. In regards to the return

transfer service in which **. [redacted] did not receive, we are refunding **.

[redacted] for $20.00 as that is equal to the amount paid for the one (1) way

return transfer service not received. The refund will be issued to **. [redacted]

Visa credit card on file ending 9497 that was used to book her reservation.

Please be advised that it can take 7-10 business days for the refund to show on

your credit card, depending upon your individual bank/credit card company.

In regards to the rain you encountered during

your trip, as per the SPF voucher included in your travel documents, please be

advised that you would need to email [redacted] with 30 days

upon your trip return. Upon verification of our weather records, you will

receive a SPF promotional code via email which has a total value of $100 as per

the terms and conditions of the SPF 100 Sunshine Protection Plan.

Please be assured that CheapCaribbean.com

appreciates you as our valued client and truly apologizes for any difficulties

you may have encountered. While we cannot change the past, it is our hope that

you will give us the opportunity to serve you again in the near future so that

we can provide you with a much more positive travel experience. We offer a

broad spectrum of properties, and there is no question that we can find

something you will enjoy. Thank you again for choosing CheapCaribbean.com!

Assuring you of our best intentions at all times, we remain,

Yours sincerely,

Customer Care Department

Once again, we reiterate are sincere apologizes for the issues the

client felt they encountered and/or did not meet their 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

first with the resort while in destination. It’s easier to show or expresses what

is wrong and what the client wishes to have corrected 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.

*Terms and Conditions attached

[redacted] Documents attached

No further compensation is being offers at this time. All services

are seen as rendered in full.

Review: My husband and I booked a trip through cheapcaribbean.com to the Bahamas. We checked in at the airport and were given boarding passes at that time that would take us to Florida. We were told we would have to get the final boarding pass in Florida to proceed to the Bahamas. However, they checked our bags all the way through. When we got to Florida, as soon as we got off the plane we had to rush two terminals down. We got there and went to get our boarding passes, but were told that we were too late to board. Cheapcaribbean.com shafted us with this thing called illegal booking. Legally you have to be given 90 minutes to make it from one plane to board the next. We were given close to half of that time. We missed one full day of vacation. The airlines lost our luggage. No one wanted to accept responsibility and cheapcaribbean would not return our calls once we found out about the illegal booking.Desired Settlement: I would like to be reimbursed for being stuck overnight in Ft. Lauderdale and having to stay in a hotel, along with 1 day of vacation lost.

Business

Response:

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

• The client a booked a reservation a online on 6/27/13

The client purchased round trip airfare from OKC to FPO, a 4 night stay at the [redacted] All Inclusive Resort and Spa.

The client purchased this vacation for themselves and [redacted] to travel 7/27/13 thru 7/30/13 at a total cost of $1611.30 Declined purchase of insurance options offered:

A trip cost breakdown is as follows:

$579.50 Resort

$1365.80 Airfare

$66.00 Add On

($-400.00) - Promo Discount

$1611.30 – Total Packages

• During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging.

Our Terms specifically state:

“Changes to dates, destinations, hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per person (adults over the age of 12), plus any applicable airline penalties, hotel cancellation penalties, and/or any increase in price resulting from the change. In addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site.”

“The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, Cheapcaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, Without limitation, photographs, list of hotel amenities, general product Descriptions, etc.), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings”

“CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this web site for any purpose, and the inclusion or offering for sale of any products or services on this web site does not constitute any endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, and services, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, and non-infringement. The carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of any government or authority. In no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.”

• 7/27/ 13 we received a call from the client stating they had missed their connecting flight.

• We contacted the airlines and advised this was a legal connection and client would need to go back to the ** desk for assistance in booking an alternate flight.

• Our client then worked with the airlines directly and was re-protected on a flight the following morning at 10:40am.

• We notified the resort and the transfer company of their new arrival time

While we did try and assist the client to the best of our ability we unfortunately were unable to make any changes to the airline tickets as they were under the control of **.

If the client is seeking recover for expenses they incurred regarding their lost luggage and overnight accommodations they should in this case contact [redacted] directly.

*Attached are our Terms and Conditions.

Please note that all airfare is pulled from our website through an airline system called [redacted] Travel Network, used worldwide. The airfare options and availability are built in [redacted] by the individual airline carriers, not CheapCaribbean.com. Checking with ** they determined the connection valid and continue to this day to offer the same flight pattern as offered to our clients.

Once again, we reiterate our sincere apologizes for any difficulties they may have encountered upon their departure. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.

No refund or credit is being offered at this time.

Review: Purchase a vacation package that includes an upgraded room in the purchase price. Contact made directly to hotel and they indicate the building that house the room I purchased is closed. After several attempts to verify why the rooms are being sold, just put off with someone will call me back. Spoke with supervisor and she promised to call me back and has not returned my call. She now agrees that room is not available therefore I was placed in a downgraded room with no notification as she verified from hotel employee. I went on website again today and after knowing the upgraded building is not available they still have the rooms selling on the Cheap Caribbean website.Desired Settlement: Different hotel in the area with same room options purchased.

Business

Response:

In review of the case, the following actions were taking by CheapCaribbean.com:

• The client a booked a reservation a online on 4/15/13

The client purchased round trip airfare from FLL to SDQ, a 4 night stay at the [redacted]

The client purchased this vacation for [redacted] and herself to travel 5/17/13 thru 5/22/13 at a total cost of $1204.26

A trip cost breakdown is as follows:

$713.26 Resort (Room: Junior Suite Deluxe)

$591.00 Airfare ([redacted])

($-100.00) - Promo Discount

$1204.26 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.”

Client travel voucher attached and received at the time of booking

[redacted] room description posted on our site:

Junior Suite Deluxe

Located closest to the beach. This air conditioned suite features ceiling fans, full bathroom with hydro-massage tub and jet shower, hairdryer, sofa bed, satellite television, telephone, alarm clock, mini-bar, a private terrace/balcony and Internet access for an additional charge.

"Club Golden" [redacted] features include:

• Private reception

• Room Service

• Complimentary Internet in the Club House

Beds

1 king size bed, 2 double beds

• Amenities [Details]

• Air Conditioning • Mini Bar

• Cable/Satellite TV • Ceiling Fan

• Coffee Maker • Iron/Ironing Board

• Sofa Bed • Satellite TV

• Internet Access ($) • Telephone

• Bathtub/Shower Combo • Hair Dryer

• Alarm Clock • Sitting Area

• Bathrobe(s) & Slippers • Make-up Mirror

• Terrace • Safe Deposit Box ($)

• Private Check In

• Max Occupancy [Details]

Max occupancy: 4

Max adults: 3 (w/ no children)

Max adults: 2 (w/ up to 2 children)

Maximum Occupancy: 3 adults and 1 child or 2 adults and 2 children.

4/20/13 client called to inquire about the [redacted] section at the resort. Agent called the resort for specific information as told this section of the resort houses Jr. Suite rooms. Agent emails the resort to add this special request to the reservation for the client. Also added they would like to be on the highest floor if possible. This request was sent to the resort however requests can never be guaranteed only if purchased.

As stated on website when entering requests: Please note request are not guarantees

4/23/13 client calls back stating she spoke to the resort and she is not in the luxury section of the resort. Agent said she will contact the resort once again. Client then inquires about changing and fee to do so.

5/3/13 client calls with many questions about the resort and asked also to price out the Dreams Resort

5/6/13 received call from client stating she booked the Junior Suite Deluxe in the [redacted] section and the resort has informed this section was being renovated. The agent calls and told that is correct and that the client room will be in a Junior Suite in the Golden Section as booked. Client states she does not want this section. We advised we could change the resort for her if she likes. Phone is disconnected by client.

5/6/13 client then calls back requested to speak to a supervisor. Supervisor returns the call to the client. She states she booked this specifically for the [redacted] section and now it’s not available. Supervisor says she will seek additional details about the [redacted] section. Supervisor then asks what is it that she is looking for once we get the info. The client states possible move to another resort

5/13/13 The [redacted] "request" was entered into her reservation after her reservation was made. The following email was sent to our client to clarify that the client booked a Junior Suite with the Golden Club features.

Good Evening Hope!

I appreciate your patience while I got some clarification from our content administrators regarding this matter. You did purchase the Junior Suite Deluxe room category, which is an upgraded room.

The Junior Suite Deluxe room includes the Club Golden amenities which are as follows:

Private reception Private check-in

Welcome cocktail Four dinners per week in specialty restaurants

Private Club House

Selection of local and international drinks, soft drinks and juices in the Club House

Free internet in the club house

Free press in the club house

Club Golden guests wear an "all-inclusive" bracelet of a different color

There is another room category (the Junior Suite Premium) that has some additional upgrades that go with it, but that room is not available for your dates of travel. Your request for an upper floor room did go to the resort on April 20, and the resort will do their best to honor that request for you. I hope that this email clarifies any questions you had regarding your reservation. Please let me know if there is anything further I can do to assist you. Have a wonderful trip!

Best Regards

5/18/13 client calls from destination stating she didn’t get the room in which she booked and she was supposed to be in the newer section and feels she is in a different section. It was explained that room 2415 was a Junior Suite Deluxe. The agent priced out a move to Dream Resorts for an additional $220. Agent states the client may have disconnected the call. No changes made to the reservation.

Once again, we reiterate our sincere apologizes for any difficulties they feel they may have encountered. The client in this case is fully responsible for this charge. The client purchased this vacation online where the resort details where clearly posted. The client clicked and Agreed to our nonrefundable Terms and Conditions at the time of booking which state that changes could be made at any time and services would be rendered “as is”.

No further compensation is offered at this time.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: The details they offered are not correct. on the 20th of April I was told by the agent that I was in the luxury section because the luxury [redacted] section is the only section that house Jr Suites. Upon arrivin I learn this section is closed due to low occupancy and we had to get a manager involved to even get 3 ala carte dinners after as you see Cheap CRibbean claims you get 4 ala carte meals and manager states this is with a 7 night stay and we had a 5 night stay. They are also leaving out two other conversations with other agents that stated It was conirmed I was in [redacted] section and each time stated they would call me back when htel has put something in writing because I wanted an email confirming this and each time I would have to call back and start all over again with a different agent when I didn't received a call back as promised. This is horrible customer service along with falsifying information, in my opinion. This is the second incident in whereas they give bad information or show pictures totalling different from the reason. Approximately 2008 we purchased a package from them to [redacted] whereas the pictures for the new resort were shown but not yet open upon our arrival. This must stop

Regards,

Business

Response:

All calls to our office were reviewed.

In the first call with the client the agent places the client on hold and calls the resort to inquire about [redacted] section as this information was not found on our website.

The resort advises our agent that the [redacted] section of the resort does offer Junior Suite Deluxe room.

The agent communicates this to the client.

In the call the client was never advised the request would be a guarantee however we did tell her we would add the request to the booking.

On a later call we advise our client her request was not guaranteed and apologized for the confusion however it was explained to her in order for her to get the [redacted] section of the resort she would of had to of purchased a reservation at the sister property “Luxury [redacted] Collection”. For this reason we could not guarantee in writing her prior request nor of course would the resort.

As a gesture to our client we did offer a change of resort on two separate occasions and offered to waive all penalties associated with the change. No changes were made to the clients existing reservation prior or during her vacation.

Client booked 6 nights (5/17 – 5/22) – the resort offers as stated: 3 a la carte dinners per week of stay with a prior reservation. It would be up to the resort to offer any additional nights available

This hotel is All-Inclusive.

Features include:

• Accommodations as selected

• All meals and domestic drinks

• 3 a la carte dinners per week of stay and with a prior reservation

• Unlimited local drinks, beer and soft drinks in all bars of the hotel 24 hours a day

• All hotel taxes and gratuities

Again we sincerely apologize if the client felt mislead in anyway. We understand her disappointment with the not being provided the section of the resort she had requested early on however the fact remains that the client booked the [redacted] and received accommodation as purchased on our site and stated on her voucher.

All services were rendered in full. No further compensation is being offered.

In regards to her past reservation in 2008 it appears the clients relocated themselves. They had booked the [redacted] Resort and Casino. All information posted on our site is provided by the resorts. In this case we refunded her $125.00 for the unused nights at the resort as client was not satisfied with the resorts accommodations.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Again, this is why I say this company is so misleading. They did not mention that I received a refund in the past because the resort was so unacceptable I did not want to stay and Cheap Caribbean was charging me more to move that I was able to google the same hotel and paid to stay at [redacted] after already paying for the vacation that they use false advertising the new building. This is why I received a small refund upon my return home.

Review: We booked a vacation through cheapcaribbean.com including multiple excursions. One of the excursions, the [redacted] Sundown Safari was canceled due to maintenance. We spoke with the [redacted] staff and they sent an email - which we witnessed - to cheapcaribbean.com asking them to refund us. Upon returning from our trip, we contacted cheapcaribbean.com inquiring about said refund and were told they did not receive an email and would look into it. We have since inquired twice more, over the course of 10 days, and have essentially been blown off -- we've been told that the email never arrived, that we can't provide proof, that [redacted] isn't reachable, et al as excuses. We've been promised follow up calls which did not materialize.Desired Settlement: Refund of the money paid for the [redacted] Sundown Safari excursion. (add-on to reservation [redacted])

Business

Response:

We have fully reviewed our client reservation and had

contacted the excursion company intially on 5/9 when notified by the client in

regards to the cancellation of their excursion. We thank the client for their

patience and apologize for the delay as we waited for the excursion companies reply. We are glad to report that [redacted] has offered to our client a

refund in full of $86.00 and apologizes for any inconvenience in which they encountered.

The client has since been notified and sent the following

email:

EMAIL TO CLIENT::

From: Customer

Care

Sent: Tuesday, May 28, 2013 12:40 PM

To: [redacted]

Subject: CheapCaribbean.com booking

#[redacted]

May 28, 2013

Re: Booking # [redacted]

Dear [redacted]. [redacted],

We are very sorry to hear that you

were unable to take an excursion which was included in your vacation package.

It is always our goal to provide our customers with the best vacation at the

best price and we want nothing more than for you to enjoy your vacations with

CheapCaribbean.com. While circumstances beyond our control occur among the

hundreds of vendors we carry on our website and we certainly do regret any

inconvenience.CheapCaribbean.com has confirmed with [redacted] that the

[redacted] - Sundown Safari was not received during your trip. We are refunding

you $86 as that is equal to the amount paid for the unused excursion. The

refund will be issued to the credit card on file that was used to book the

reservation. Please be advised that it can take 7-10 business days for the

refund to show on your credit card, depending upon your individual bank/credit

card company.CheapCaribbean.com appreciates you as our valued client and hopes

you will give us the opportunity to serve you again in the near future.

Thank you again for choosing

CheapCaribbean.com! Assuring you of our best intentions at all times, we

remain.

Yours sincerely,

Customer Care Department

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.

Upon check out at the hotel in St. Croix they accidentally charged me for the room that was included in my CheapCaribbean.com pre-paid vacation. I noticed that the number seemed low and upon questioning the front desk clerk she informed me that there is a special on their website for two free nights and a $100 food and beverage voucher when you book a room for over 7 nights. I already knew that our flights were $525 each. I did the math and if I would have booked the flights and hotel on my own I would have saved $675 on a $3,911 trip. The price I paid CheapCarribean was 17.5% more than if I had booked the flight and hotel on my own. I called CheapCarribean.com upon my return home and the person in Customer Care was not helpful and frankly rude. He said that they paid the hotel more than the amount that was presented to me upon checkout. Not sure how a travel booking agency ends up paying the hotel a higher rate than if the customer had booked on their own. Do not assume that a website like CheapCarribean.com negotiates the best rates on packages. Bottom line is they were not willing to refund anything or make any attempt to remedy the issue. The final message was tough luck and we do not care if you ever book through CheapCarribean.com again.

Review: Run around refund regarding employee call for confirmation from me as the consumerDesired Settlement: I'd like the trip cancelled and to be refunded the full amount for myself and my additional 4 travelers on this confirmation. The company should have emailed concerns to me to inform me that I had 24hrs to contact them if I wanted to continue or not. They should not have booked travel until they contacted me to confirm the concern they wanted to bring to my attention, as regarded in the voicemail left by Mia. I have been transferred, hung up on, left on eternal hold, spoken w/ Julie, Mia, DanielleX2, SusanX2, Corey, Theresa, and asked to speak w/ Melanie several times and left voicemails. I've now been transferred to Melanie R[redacted] who is also apologetic but not changing anything. I never spoke with anyone to confirm my acceptance & did not feel like I was afforded the opportunity to confirm or deny the trip, as I did not know there was a concern to be given 24 hours to respond to a voicemail I wasn't aware of. The call was more of the check the box; I called they didn't answer so they accept. That is no way to do business & if that is the way it was going to be done there was no reason to place the call to notify me. I've been offered to cancel using the insurance at my expense of time and money. I'm recovering from surgery, and spent several hours on the phone being bounced around trying to cancel this trip. I feel this is shady business. Each time I tried to cancel I was given the laundry list of why I should go, how much more it will cost me to rebook, and asked why I want to cancel. I want to cancel because I waisted an entire recovery day chasing down the you will not have to pay the double charge answer, and by the time they offered that I no longer wanted to continue and had stated that before. I had foot surgery, and my parents are senior citizens so the offer of going and receiving a voucher for excursions was not an feasible offer, I couldn't cancel the insurance that seems to be worthless, the trip that I wouldn't have booked if I could've spoken w/ someone & given the option, offered a private shuttle but we already paid for a ride roundtrip between the airport & resort. I'd like my full refund back that is true customer service, I'm shaken, and upset about all of the shaky info that has come my way. I told them from the moment I was in contact that I was not given the opportunity to agree or not, like the call made it appear. I was told I'd get the changes I made by Mia when I had not made any and then she gave me attitude saying she wouldn't have made changes w/o talking to me I quickly reminder her that we never spoke and that she left me a voicemail and she quickly tried to change her attitude. I was told the call would be reviewed before I could cancel, yet I received several calls trying to convince me to go and or cancel at cost to me through the insurance I paid for. Everyone was apologetic until I told them I understood but did not want to continue w/ the trip and wanted to be refunded and they became brash. If the company requires customers to receive a call to confirm, the trip should not have been booked, everyone said she booked thinking about me so I wouldn't miss out on such a good price. If it is truly about the customer then I shouldn't be getting the run around to cancel the reservation and it should not be at my expense. Perhaps it wouldn't have been an issue if they took care of the double fee from the start but it took several calls and transfers and me to get upset before that was offered and now I'm stressed out about the trip and no longer want to or feel comfortable going on the trip. Everyone was sorry and Mia's supervisor understood she was out of the office Sun-Mon (which means I wouldn't have gotten in touch w/ her over the 24 hrs anyway), and that I should have called customer service, which that was not a part of any message so I'm not sure how I would have known that. I should be able to cancel w/ full refund for poor customer service and practice of proceeding to book after contacting a customer to request agreement and confirmation of travel plans of note, that is not presented in a manner to make honest efforts to contact the customer before booking. If Mia decided to proceed it should be on her to refund the travel that was not confirmed w/in the 24 hours, her message could have just as easily said if you do not confirm I will not proceed with the booking since she had to take the time to call me to inform me of the double fees. It is not on me as a customer that she took it upon herself to proceed without my approval. Melanie is trying to figure out what can be done, but not working with me to refund and cancel my trip in its entirety as I've requested with several reps who I have explained my reasonings and they all understand but say I should just go. I work to hard for my money as an Active duty Soldier for my county and my recently retired Soldier spouse to feel like I'm being taken advantage of and forced in to the corner on something that was not done appropriately.

Business

Response:

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

• The client booked a reservation online on August 2, 2014

The client purchased round trip airfare from DCA to SJU, 4 night stay at the [redacted] Golf Resort Puerto Rico

The client purchased this vacation for [redacted] and herself to travel 8/26 thru 8/30 at a total cost of $3205.57

A trip cost breakdown is as follows:

$1160.96 Resort

$1538.50 Airfare

$ 606.11 Transfers & Excursions

($-100.00) Promo Discount

$3205.57 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:

• 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

Recap of resolution:

8/2/14 Client was contacted and left a voice message advising to contact us regarding her flight situation. Advised to contact us with 24 hours if she choose to cancel.

8/5/14 Client contacted us and after explaining as a gesture of customer service we did not cancel her reservation instead we keep her flights intact and advised we would, as gesture of customer service airline penalties were reduced if she indeed need to make a change to her flights prior to departure.

Client at this point was upset, wanted to cancel and start over. We advised that nothing had changed to her reservation and if she wanted to cancel she had the option to file a claim as she had purchased “AON Enhanced Insurance” with coverage to cancel at any time. Or cancel and receive a CheapCaribbean.com Future Credit. Both of with she denied to do at this time.

We further attempted to assist the client with options of resolution as nothing had change to her reservation and remained as she had book online. Offered the client’s $200 Future Credit to apply towards an excursion of her choice or complimentary private transfer. Client at this point did not cancel.

8/15/14 Client called and requested to make a change to a resort in San Juan for convenience. We priced out a few options. She then agreed to make a change to the San Juan Marriott. We deduct the credit offer of $200 towards the change and charge the client credit card on file, with her agreement an additional $313.46. Client was sent new travel documents reflecting the change and added charges.

The client is fully responsible for all charge in full per the Terms and Conditions that the client clicked and agreed to during the online booking process.

Once again, we reiterate our sincere apologizes for any difficulties they may have encountered. 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.

Consumer

Response:

First of all they don't even know what they are talking about, I purchased a trip for 5 including myself & have no idea who the person is that they mentioned as my travel companion in their response. Actually I called 4 & 5 Aug given the run around several times & additional dates prior to the 15 Aug change. I understand the agreement that was not my concern. My concern is pretending to go through the motion to notify a customer of something & giving them 24 hrs over voicemail to accept or deny when the initial reservation is sent over email or the representative just takes it upon themselves to do what they want, leaving the customer w/ the issue of being at the mercy of the company. Yes I am very upset w/ the way they handle business & the games they play about reviewing phone messages to see if things were done appropriately, of course they come back saying they did everything right. I contacted Melanie R & after 3 attempts (Mr. P[redacted] & Ms. L[redacted]) actually found the name of the current president Mr. D[redacted] who I emailed & never heard back from as the other 2 messages were sent back because they are no longer Presidents w/ the company more than likely based on how the business handles customers. As the trip is quickly approaching & it appears I would not be compensated in a way I desired prior to those dates, I decided to request the resort change fee be waived & move closer to civilization. It shows lack of customer service & attention in the inaccurate response the company provided. Thank you for all of the continued apologies & the waived resort change fee. The business should really look in to notifying customers in the same manner the reservation is sent & not proceeding w/ a reservation if genuine efforts have not been made to contact & confirm things of note w/ the customer.

Review: Hello. I recently travelled out of the country and booked through cheapcaribbean.com. An incident took place while I was overseas. I was robbed the first night I checked in. I spoke to a representative for cheap caribbean at the hotel. I asked about a refund and he told me I had to explain when I came back to the US. When I came back over, I contacted cheap caribbean and told them about the incident multiple times and I was told that there was a ongoing investigation going on. More than a month goes pass and now they are telling me that they cannot help me.Desired Settlement: I just want my refund back because I did not sleep in the room and when I addressed the hotel, they told me I would have to get the refund back from cheap caribbean.

Business

Response:

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

• The client booked a reservation online on 3/20/14

The client purchased a 3 night stay at the [redacted]

The client purchased this vacation for herself and on other passenger to travel 6/5/14 thru 6/8/14 at a total cost of $663.60

A trip cost breakdown is as follows:

$663.60 Cost Hotel = 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

• On 6/5 we received a call from the client at 8:02am asking to add on transfer for today arrival. Advised it was too late and cannot to confirm. No changes made.

• On 6/9/14 the client emailed us asking if she was unable to use her room due to flight complication and would like to receive a partial refund because it wasn’t her fault she was unable to use the room

• On 6/9 we email the resort asking if the client would be billed in full and if so possible to waive waive any penalties imposed or fees waived as a gesture of goodwill towards are mutual client.

• Again on 7/3 the client emailed requesting an update and wanting to know if a partial refund was available due to her flight complication

• 7/17 we received a call from the client requesting to speak to a supervisor. The supervisor on duty advises the client that she would look into this further and update her on a return call

• 7/17 we contacted the client by phone and advised we were billed in full and not be able to issue any credit which is not authorized by the resort. Client wanted to know how to obtain a credit and advised her best course of action was to contact the resort directly as no insurance was purchased at the time of booking

Per our terms – see attached

If you are considered a No Show for any portion of the reservation a 100% penalty will be assessed and no refund or credit will be issued

• 7/18 Shenelle called in to file a complaint. Agent advised that he spoke to Shenelle yesterday. She said this was a separate complaint and claimed she was robbed during her trip and wanted compensation. The agent apologized to the client and advised we are unable to intervene in cases of theft or robbery due to liability reasons. Again the agent apologizes and offered to give to the client the resort contact information. Client then disconnected the call.

Per our terms – see attached

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(inclement weather), LOSS OF TIME OR ENJOYMENT, INCONVENIENCE, MENTAL DISTRESS OR SIMILAR, FAILURE TO MAKE A CONNECTION, UNINTENTIONAL OR INTENTIONAL ACTS, NONPERFORMANCE, SUBSTITUTION OF ACCOMMODATIONS, THEFT OR OTHER CAUSES BEYOND THEIR DIRECT CONTROL, AND THEY HAVE NO RESPONSIBILITY FOR ANY ADDITIONAL EXPENSES, FINANCIAL LOSSES, OMISSIONS, DELAYS, RE-ROUTING OR ACTS OF ANY GOVERNMENT OR AUTHORITY.

The client is fully responsible for this charge. The client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking which state that changes could be made at any time and services would be rendered “as is”. The client did not contact until after travel date was completed. At that point our ability to offer compensation is greatly limited as services were rendered in full per the Terms and Conditions.

Please see the attached documents including the booking summary, the Terms and Conditions that where agreed to by the client at the time of booking the Travel Vouchers that were issued to the client at the time of booking.

Once again, we reiterate our sincere apologizes for any difficulties they felt 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 offer of a credit or refund is available to client at this time.

Review: I attempted to purchase a trip to [redacted] this morning on cheapcaribbean.com. The website advertised $200 off my trip based on my search criteria, but after clicking “book now”, the deal was unavailable. I talked to the sales department and they said that although the website says $200 off, it’s not true and they would not honor it. This is very deceptive and unfair to the consumer to offer $200 off, but not allow a customer to book it.Desired Settlement: Stop bait and switch advertising on website. If a deal is offered and advertised, it must be honored.

I have no incentive to ever use the site again.

Business

Response:

Review: As per the recent National Labor Relations ruling on [redacted] and their subcontractors, which set a new standard on the culpability of subcontractor’s and partners, my compliant, is particularly relevant.

I booked a flight and an "all-inclusive" vacation through Cheapcarribean.com. Certain factors were out of Cheapcarribeans.com's control, such as the two delays I dealt with on the flight en route to the resort destination, and the fact that it rained for the vast duration of our vacation. However, I do hold cheapcarribean.com directly responsible for false advertising and unsubstantiated claims not consistent with the Federal Trade Commission’s Bureau of Consumer Protection guidelines. I have outlined briefly just some of the issues I dealt with:

Advertising:

1. There were 12 restaurants advertised, however only two could be eaten at without a reservation. I received three initial reservations, but I called every night to arrange another reservation, and every time I was told nothing is available.

2. The "all-inclusive" package claimed it included all food, however there were dishes that were not included in the price.

Service:

3. Upon arriving at the resort, I was told we would meet a cheapcarribean.com representative the next day at 11:00 am to arrange our return ground transportation. After I waited for 1 hour and the representative did not show, I was forced to call cheapcarribean.com at an outrageous international call rate to resolve the issue.

4. Upon arrival, I was constantly harassed to take a time-share sales presentation. I paid to go on a vacation, not to be constantly harangued.

5. The maid constantly walked in without knocking. I dead bolted the door, however she still kept coming in unannounced after I repeatedly asked her not too.

Safety:

6. Upon arrival, I received several calls attempting to get me to go outside of the resort. One caller claimed to be the hotel transportation, and said he worked at the front desk. When I asked for his name and investigated, I was told no such employee worked there. Safety is of paramount importance to me, and from the sheer number of these calls I received; this is an extremely common occurrence. To not mention this danger is at best negligent and at worst malicious intent to cause harm.

7. I was told the room I was staying in would be fumigated. The problem was I still had another two days in the room. Fumigation contains many dangerous chemicals to the human body. I called to cancel the fumigation, however the staff showed up at 7:30 am to fumigate anyway. After I told them I did not want my room fumigated while I was staying there for safety reasons, they returned twice more. So I had to repeat the same thing.

8. There was not adequate protection against bugs. I received 10 bites during my stay (documented in photographs). The walls were literally covered in hundreds of bugs; it was a nightmare scenario (documented in photographs).

9. The heat and humidity was stifling, and the air condition was turned off for 12 hours at a time.

10. The drinks that were served were unsanitary; I was served a drink with a drowned bee in it.Desired Settlement: Cheapcarribean.com, Inc. should reimburse me for this horrible excuse of a vacation which the false advertising and the dangerous and unsanitary conditions contributed to.

Business

Response:

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

• The client booked a reservation online on March 25, 2014

The client purchased round trip airfare from [redacted] to [redacted], 5 night stay at the [redacted] & Spa Resort

The client purchased this vacation for 2 passengers to travel 8/22/14 thru 8/28/14 at a total cost of $1500.10

A trip cost breakdown is as follows:

$463.00 Hotel

$1081.40 Airfare

$56.00 Transfers

($-100.00) - Promo Discount

$1500.40Total 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.”

In review:

3/25/14 Client called after making the booking to change and advised of the cost. No changes made.

8/8/14 Client called to add transfers agreeing to our terms and conditions prior to purchase

8/21/14 Client called to upgrade to first class – was advised to call the airlines for assistance

8/22/14 Client called to let us know of their flight delay – CheapCaribbean.com notified [redacted], the transfer company, of the change

8/23/14 Client called as he didn’t see the transfer representative at the resort to schedule his return. As requested we send email to the client with the return time provided by [redacted] of 12:30pm:

From: CheapCaribbean Reservations

Sent: Saturday, August 23, 2014 3:52 PM

To: [redacted]

Subject: Confirming Pick-Up Time [redacted]

Good Afternoon -[redacted] was able to confirm that the pickup time on 8/28/14 will be at 12:30 pm. They have also advised that the representative is at their help desk daily from 9 am - 6 pm if you have any additional questions.

We had not further communication was received from the client from this point on.

Regarding restaurant reservations: per the website at the time of booking the resort does state the following:

A La Carte Dining (see page 5 attached)

A la carte dining is offered at seven specialty restaurants, which all require reservations. During periods of high occupancy, it may not be possible to secure reservations for all nights of the stay. Certain dishes may require an additional supplement. NOTE: Not all restaurants and bars are located on-site; some restaurants are located in other parts of the [redacted] Vacation Club complex and are accessible on foot or by complimentary shuttle

A La Carte Reservation Guarantee (see page 5 attached)

Guests staying a minimum of 4 nights will receive 3 guaranteed a la carte restaurant reservations in their check-in envelope, good for future nights. Guests should check with guest services daily to see if additional restaurant reservations have opened up in the evening.

At stated on our website: All hours, fees, amenities, information and services are subject to change without notice. (see page 11 attached)

At that point our ability to offer compensation is greatly limited as services were rendered in full per the Terms and Conditions. Had the client contacted us while in the destination regarding resort services we would have been more than willing to immediately address their concerns with the resort for a more satisfactory experience for our client. When the services are completely rendered in full we are limited to offering the client the compensation offered by the resort.

Please see the attached documents including the booking summary, the Terms and Conditions that where agreed to by the client at the time of booking and a resort description from our website.

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.

Consumer

Response:

Review: [redacted]

The primary reason I was unsatisfied with CheapCarribean's services was:A.) Blatantly false advertising as described in my complaint.

Review: I made a reservation, the representative coerce me into giving them a deposit of $716.96 dollar to guarantee the seating specific row on [redacted] airlines (seat 7A departure /7F for return flight window) was confirmed by this rep on the airline as well as the hotel/resort reservation.

I called a day after to confirmed my reservation to my surprised I was told I had seats in row 20's, I asked for this to be changed I was told by their representative that I was to contact the airline. When I called the airline I was asked for additional money.

I called this cheap caribbean (scam artist) and to my surprise I was told that the director instructed them to tell me that to keep this reservation that by the date that I am supposed to get my flight the seats will be changed, this is a lie they want my money.

I asked to cancel they disclose the term and conditions that if I cancel they will kept my hard earned money, I said that I will not allow them to keep my money.

I said that I will contact my back to do a charge back and their response was take it up with your bank. I called my bank and disputed the charges, that I can't allow these scammers steal my money for services never received.

I started to receive phone calls which I will not answer from these scammers, then I get an email that I didn't cancel, I responded to cancel my reservation immediately.

Then I get another email that was rather disturbing in which I was told that they can accommodate me and give me the seating I initially asked for without the additional charge, which is a trap to keep me and steal my money I already confirmed with the airlines they already quoted me there are additional charges which I will have to pay .

I sent at least 21 emails ( with large caps calling them scam artists) asking them to cancel, I received a response that I need to call them to cancel so they could run their bogus terms and conditions to keep my money.

I want my hard earn money so I can book a reservation for my cousin wedding in october with [redacted] I will prefer to use them they are not into scamming people.Desired Settlement: all of my money refunded $716.96

Business

Response:

Review: This statement, "All CheapCaribbean.com reservations are non-refundable, non-cancelable, and non-changeable as per our terms and conditions" is ridiculous. I am writing this letter to let you know how dissatisfied with the service I received from Cheap Caribbean. So what does services does the insurance provide if this is true? We booked a reservation to [redacted], DR for Friday, October 10 - 13th. I arrived 10 minutes (6:50 am) late inside my 1 hour window for check in with [redacted] Airlines and was denied boarding. I found that to be amazing considering I had the same exact thing happen on July 30 with my travel to DR and was pushed through check in, sent to Security Gate C and still made my flight on time. I feel like the airline used their rule, "You have to arrive 1 hour prior to departure for international travel" to their advantage because the flight was overbooked anyway and they didn't want to pull anymore people from the plane to accommodate the two of us because we were considered [redacted] customers. Apparently, [redacted] customers receive first preference and since we arrived 10 minutes late of the 1 hour check in this didn't apply to us. The front desk representatives were already dealing with pulling 4 people from the plane, so I feel that they did not entertain us at all. Here are a list of actions that took place on my behalf:

I contacted Cheap Caribbean at 7:08 am to make them aware that I was denied check in for boarding the plane. I was told to call [redacted] Airline and see if they could put me on another flight.

I called [redacted] Airlines @ 7:18 am and was told they didn't have any other flights leaving out on Friday. They instructed me to contact Cheap Caribbean. They also offered me a reschedule date of Friday, October 17.

I called Cheap Caribbean with the proposed reschedule date and was told they would contact the Airlines and [redacted] hotel and let me know the results because per their contract with the hotels they can not reschedule dates.

In the meantime, we are standing here watching these 2 couples furious because they were pulled off the plane because it was overbooked. The representative then told them that they were booked with Airtrans that leaves at 9:52 am on Friday at their expense and call the 1-800 number for [redacted] Airlines and they would be refunded for being denied boarding and receive compensation. (WOW)

I called the [redacted] Airlines back at 7:27am and tried everything I could do to make this situation right. I was on the phone with them for 13 minutes.

At 7:43 am my husband called Cheap Caribbean and was told that they could get us on a flight leaving out on Saturday at our own expense for $322 per person, but they could not extend our vacation days which means we would have to return Monday. We would arrive at the [redacted] airport @ 2:30pm, wait for luggage, drive 45 minutes from the airport to the hotel, check in the hotel and get situated around 5 pm. That would allow us a half day Saturday, all day Sunday and back to the airport Monday @ 11:30 for a 2:30 return flight. $2530 for a 1.5 day trip was not accommodating at all. So we declined that offer.

We finally spoke with Tom the [redacted] Vacations rep on site at the airport and he basically told us there was nothing he could do, but contact Cheap Caribbean and they should be able to help us since we booked our vacation with them.

At 8:33am, I called [redacted] Airlines back again to see if they could change our flight to Friday, October 17th, but was told because we were booked as an [redacted] customer and did not book through the [redacted] airlines that they could not reschedule the flight. Told us to contact Cheap Caribbean.

At this point, we realize that this trip was not going happen and we left the airport.

At 10:39am, I received a call back from the Cheap Caribbean rep that our only option was to fly out on Saturday and return Monday as planned. I told her to cancel the reservation and refund any money from the hotel. It gets worst, Cheap Caribbean does not refund they only give you a voucher for your next travel :-(!!

I could not believe that Cheap Caribbean was not able to reschedule my dates. Hotels are very accommodating as long as you are not asking for a refund. They could not make us pay a change fee to change our return flight since it was already overbooked? I think the Airline would have been accommodating as well. I feel like somebody went in my pocket and took $1800 from me. I have never in the history of travelling ever experienced service this bad!! I have never booked travel with a travel agency and from this experience I never will. I will be filing a claim with the Revdex.com as well because this is totally unacceptable. I know that better results could have come out of this situation because it has for me in the past traveling to Aruba. My flight was cancelled due to weather conditions and I didn't pay for insurance and the airline put us on the next flight out the next day. The [redacted] & [redacted] Hotel did not charge me for the first night. They only charged me for the nights I stayed. I sincerely hope that this doesn't happen to any other customers because of policy and contracts because this was not good customer service.Desired Settlement: I would like my a refund or reschedule for my return flight. They have already given me $277.00 credit for the hotel fee that was around $600. I am not happy that I am out of $1200 for the round trip flight.

Business

Response:

After review of the case, the following actions were taken by CheapCaribbean.com:

• The client booked a vacation with a CheapCaribbean.com representative on 8/18/14

The client purchased round trip airfare from [redacted] to [redacted] for 3 nights stay at [redacted].

The client purchased this vacation for 2 passengers traveling 10/10/14 – 10/13/14 at a total cost of $1856.42

Package costs breakdown is as follows:

$654.94 Hotel ($218.31 per night)

$1176.48 – Airfare

$ 25.00 – Promo

$1856.42 Total

• During the online booking process the client is read the terms and condition. If these Terms are not agreed to then the booking is not processed and the credit card is not charged.

“By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the 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:

10/10 we were contacted the client that he did not check in on time. At this point we reviewed all options. We advised client that he would in this case need to purchase his outbound flight and would be able to keep his return with [redacted] as previously booked. We provided flight options and cost associated with the flights. We also at the same time contacted the resort to hold his reservation.

The client spoke again to [redacted] for alternative options. Since the client did not wish to purchase additional flights with an alternate carriers and declined the re-protection flights offered by [redacted] for Saturdays travel the client decided to cancel.

At this time all penalties applied. Full air penalties applied along with a 2 night resort penalty.

Client was then issues a CheapCaribbean.com Future Credit in the amount of $277.47 (see attached)

**(We later found this amount to be an error on our part as the credit should have been issued for less in the amount of $218.31. The client was not informed of this since it was an error on our part)

Per CheapCaribean.com Travel Voucher (see attached) :

It is strongly suggested that all passengers arrive to the airport at least 2 1/2 hours prior to departure to ensure proper check-in.

Per [redacted] Airlines Website:

Check-in Time

You and your baggage must be checked in for internationalflights at least one hour prior to departure. We strongly recommend coming to the airport earlier during peak travel times, such as holidays, because those lines are long...everybody wants to go.

Per CheapCaribbean.com Terms and Conditions (see attached) :

CHANGES, CANCELLATION, PRICING, FEES

The credit card holder must call CheapCaribbean.com to change or cancel any portion of the reservation. We are not responsible for any changes or modifications that are made to the reservation without our assistance. Changes to, or cancellation of, any portion of the reservation will be assessed a $50 per adult (age 12 and above) fee, plus any hotel fees up to 100%. If changing or canceling a published flight, a $200 per person, per airline fee will be assessed. Changes or cancellations to a charter flight 45 days prior to departure will incur a $45 per person fee. Changes to a charter flight 44-31 days prior to departure will incur a $75 per person fee. Changes to a charter flight 30-8 days prior to departure will incur a $250 per person fee. Changes to a charter flight 7-0 days prior to departure will incur a $500 per person fee. Cancellations to a charter flight 44-31 days prior to departure will incur a $125 per person fee. Cancellations to a charter flight 30-0 days prior to departure will incur a 100% cancellation fee. If cancelling, after fees are applied, a Future Travel Credit will be issued for the balance remaining. If making a change, you will be responsible for the above fees, plus any increase in cost resulting from the change.

On 10/14 our Customer Care Department received an email from our client. Once reviewed we sent him the following response:

From: Customer Care

Sent: Tuesday, October 14, 2014 8:37 AM

To: '[email protected]'Subject: RE: Booking Cancellation [redacted].3

Re: Booking # [redacted]

Dear [redacted],

Your reservation has been forwarded to the Post Travel Customer Care Department for further assistance. We apologize in advance for any issues that you may have experienced. We have reviewed your reservation in full, regarding your situation with the missed flights on [redacted] Airlines. As per the conversation that you had with our office on October 10, 2014, you have advised that you arrived to the airport one (1) hour before your scheduled departure time. Please be advised that, for international flights, all travelers must be at the airport at least 2.5 to 3 hours prior to the scheduled departure time, in order to ensure boarding. In addition, we are showing that several options were provided by our Concierge staff, regarding a re-scheduling of your trip. While we do realize that these additional options were with an increased cost, our staff did assist you to the best of their abilities in an attempt to reschedule your trip. Management staff at CheapCaribbean.com fully reviewed your situation. As the delays you experienced were in no way caused by CheapCaribbean.com or [redacted] Airlines, there is no further action that we would be able to take regarding this incident. 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!

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.

Attached:

Client Travel Documents

CheapCaribbean.com Terms and Conditions

Clients Future Credit

Review: I was pressure on Nov 11th to buy a vacation because it was the lowest price and I would loose the flight. They guarantee lowest price but now on Friday I found a price that is $800 cheaper. They say too bad.Desired Settlement: $800

Business

Response:

After review of the case, the

following actions were taking by CheapCariibean.com:

Review: The hotel reservation I bought was not the one given to me. I bought a hotel reservation at the [redacted] Palace form cheapcaribbean.com, cheapcaribbean.com took my money then gave me a hotel voucher for rooms at the [redacted]ta Fe.

I called cheapcaribbean.com to tell them about the mistake and was told that if I want to stay at the [redacted] Palace, I would have to pay them $1800 more.

I said if I can't get my vacation at the hotel I just paid $5148.85 for, can they please refund my money.

Cheapcaribbean.com said they will not refund my money, said the only option is to pay them $1250 more in fees and they will give me a credit for future travel...Desired Settlement: I want the vacation I paid for, or I want all of my money back.

Business

Response:

After review of the case, the following actions were taking

by CheapCariibean.com:

The

client a booked a reservation

online on 7/1/13

The client purchased round trip airfare from SFO

to SJD, a 7 night stay at the [redacted]ta Fe. The client purchased this vacation

for themself, [redacted], [redacted] and [redacted] to travel 8/6/13

thru 8/13/13 at a total cost of $3899.36

A trip cost breakdown is as follows:

2509.44

Land

1489.92

Airfare

($-100.00)

- Promo Discount

3899.36

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:

“Changes to dates, destinations,

hotel, air itinerary, etc. can be made at any time for a Change Fee of $50 per

person (adults over the age of 12), plus any applicable airline penalties,

hotel cancellation penalties, and/or any increase in price resulting from the

change. In addition, you will be responsible for all charges, fees,

duties, taxes, and assessment arising out of your use of the Products and

Services available from the Site.”

“The information, software,

products, and services published on this web site may include inaccuracies or

typographical errors. In particular, Cheapcaribbean.com, Inc. and its

affiliates do not guarantee the accuracy of, and disclaim liability for

inaccuracies relating to the information and description of the hotel, air,

cruise, car and other travel products displayed on this website (including,

Without limitation, photographs, list of hotel amenities, general product

Descriptions, etc.), much of which information is provided by the respective

suppliers. Hotel ratings displayed on this website are intended as only general

guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee

the accuracy of the ratings”

“CheapCaribbean.com, Inc., its

affiliates, and/or their respective suppliers make no representations about the

suitability of the information, software, products, and services contained on

this web site for any purpose, and the inclusion or offering for sale of any

products or services on this web site does not constitute any endorsement or

recommendation of such products or services by CheapCaribbean.com, Inc. or its

affiliates. All such information, software, products, and services are provided

"as is" without warranty of any kind. CheapCaribbean.com, Inc., its

affiliates, and/or their respective suppliers hereby disclaim all warranties

and conditions with regard to this information, software, products, and

services, including all implied warranties and conditions of merchantability,

fitness for a particular purpose, title, and non-infringement. The carriers,

hotels and other suppliers providing travel or other services for

CheapCaribbean.com, Inc. are independent contractors and not agents or

employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com,

Inc. and its affiliates are not liable for the acts, errors, omissions,

representations, warranties, breaches or negligence of any such suppliers or

for any personal injuries, death, property damage, or other damages or expenses

resulting there from. CheapCaribbean.com, Inc. and its affiliates have no

liability and will make no refund in the event of any delay, cancellation,

overbooking, strike, force majeure or other causes beyond their direct control,

and they have no responsibility for any additional expense, omissions, delays,

re-routing or acts of any government or authority. In no event shall

CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be

liable for any direct, indirect, punitive, incidental, special, or

consequential damages arising out of, or in any way connected with, the use of

this web site or with the delay or inability to use this web site, or for any

information, software, products, and services obtained through this website, or

otherwise arising out of the use of this website, whether based on contract,

tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its

affiliates, and/or their respective suppliers have been advised of the

possibility of damages.”

7/10/13:

· Client called to add on passenger [redacted] and quoted

899.00 to add the passenger. When processing the change noticed the airfare price

was misquoted to the client – client was advised of the error and agreed to the

charges for [redacted] airfare for a total of 1249.40, charged to card on file on

7/12/13 (899.00+350.00)

7/20/13:

· Client contacted us as his wife thought they had booked the [redacted]

Palace [redacted]

· We contact the client and explained he did book [redacted]ta Fe

resort not the Palace.

· We also explained that we were able to pull our records and could

see his session on our site with the confirmation clearly showing it.

· Attached is the screen shots of the clients activity when booking

with us online showing the client chose the [redacted]ta Fe

· We acknowledged that there had been some customer service issues

with this booking regarding other issues and because we wanted a happy

customer, we were willing to meet him half way on the price to make the change

from the [redacted]ta Fe to the [redacted] Palace [redacted]

· Client agreed with the charges to make the change, we waived

penalty for the change and he paid an additional $748.92 for the [redacted] Palace [redacted]

· Client agreed with the above resolution and thought it was a fair

compromise and appreciated the offer

Once again, we reiterate our sincere apologizes for any

difficulties they felt they encountered when booking with us. Our aim is always to provide the best service

and we hope that they will give us another opportunity to prove this.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Cheap Caribbean.com sold us a package to the hotel that was undergoing the major reconstruction without telling us about it. So we were forced to spent two weeks on the construction site.Desired Settlement: We think that a company should give us a refund

Business

Response:

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

CheapCaribbean.com:

Review: when myself and my husband booked our vacation through cheap Caribbean we payed the extra money for the enhanced, cancel for any reason, insurance. when we started the process of divorcing we needed to cancel our vacation. the travel date was june 30 2013- july 6 2013 of this year. I was the one who called cheap Caribbean first to cancel. this conversation was recorded back in may. the person that I talked to told me that since the vacation was booked under both my credit card and my husbands that he had to call to officially cancel the whole reservation. when he called back, cheap Caribbean transferred him to the insurance company that they use for their trips. at this time he got all the necessary paperwork. we sat down and filled all the information out to cancel our vacation, and returned it to the insurance company that cheap carribean deals with. 3 days before our vacation was supposed to be: cheap carribean has it documented that they received all the necessary paperwork from the insurance company fully completed and processed. so at this time we thought that everything was done. except we have been battling ever since with cheap carriblean, because they say that we never offically cancelled vacation. eventho it was their directions that got us to complete the steps that we followed with the insurance company. they claim that we should have called them back again to verbally cancel the vacation. in my option if u follow all the steps that a company tells you to follow im not sure why anyone would think to call back and verbally cancel, when you have documented information stating the cancellation, that was recieved prior to our vacation date. now we have been battling with them because they wont give us our money back! please help! I could really use this money back now that I am going through a divorce. especially since we payed extra money for the cancel for any reason package!Desired Settlement: I would like for cheap carribean to refund myself and my husband, [redacted], for the appropriate amount from our vacation since we filed everything the way that we were supposed to and since we bought the cancel for any reason package.

Business

Response:

At this time the reservation is under review. The client on 8/26 has been informed that once the case has been reviewed we will contact her directly with the determined outcome.

Review: I booked a trip with Cheapcarribean.com from Feb 26 - March 2 2014. Cheapcarribean was advertising $800 resort credit at the [redacted], Cancun Mexico, if traveled within the dates above. After paying the final payment Feb 5th we received the final documents from them stating that we have $800 in coupons to use to various services that we would have to spend a significant amount of money to even get to use the coupons. ex. luxury rent a car, spa services, photo services etc. After emailing with [redacted] and getting no result, he stated that Cheapcarribean is not responible for this. We feel this is "Bait and Switch" tactic to book vacations with them. There are 3 total rooms booked with a group of 7 girls, whom have also sent emails about their dissapointment (only 2 of us even got an unsatifactory response from cheapcarribean at this point). I feel this is faulse advertisment and if this wasnt a true resort credit then that should have been sold as $800 in vouchers to use.Desired Settlement: I would like a true $800 credit to us as I desire at the resort.

Business

Response: