CheapCaribbean.com, Incorporated

Review: [redacted] booked a vacation for two with Cheapcaribbean.com on September 4, 2013 at 3:01pm for $1738.40. Total vacation included roundtrip airfare from [redacted] Intercontinental Airport to [redacted], Puerto Rico and a 5-night stay at the [redacted] and Round trip airport transfers. Departure from [redacted] was scheduled for 6am, September 6th with return from [redacted] on 5:05pm September 11. [redacted] is a frequent traveler and relied on the advice of the booking agent. During the conversation with the agent, [redacted] specifically asked (and always asks the agent when traveling) what the weather was like at that moment, what the weather had been like over the last few days, and the forecast for [redacted], Puerto Rico. Since the departure was scheduled almost immediately after booking (a little over 24 hours) it was a very reasonable and pertinent request. The agent assured [redacted] that the weather was currently great and had been very nice over the last few days and saw no problems over the next few days. This conversation was on speaker phone and witnessed by [redacted]'s friend, [redacted], who was accompanying him on the trip. Cheap Caribbean advertises themselves as experts on Caribbean vacations. [redacted] relied on Cheapcaribbean's agent to give him truthful information on weather conditions, hotels, travel advice, etc. for a trip that was scheduled almost immediately. That is what agents get paid for. As opposed to being booked months in advance where weather conditions cannot be always predicted, this trip was booked for almost IMMEDIATE departure where [redacted] had a right to expect correct advice on current weather and travel conditions. Agent was FULLY AWARE that [redacted] was booking a beach vacation - not a business trip, not to visit family, etc. It was a beach vacation package where he explained he would be swimming, hiking, and doing outdoor activities.

A few hours after booking the vacation [redacted] was informed by a friend that there had been a MAJOR tropical storm raging in Puerto Rico for days. Within an hour of booking the vacation it was officially declared MAJOR TROPICAL STORM GABRIELLE by the National Hurricane Center. In his zest to garner a commission, Cheap Caribbean's booking agent willfully failed to inform [redacted] that that a dangerous tropical storm had been going on for days which was so severe that it was OFFICALLY declared a MAJOR TROPICAL STORM with 2 hours of the booking. This storm did NOT just start after booking the vacation - it had been going on for days. Upon learning of TROPICAL STORM GABRIELLE, [redacted] immediately called the [redacted] in Puerto Rico who informed him that streets had been flooded for days, there was destruction from high winds, and travel was extremely dangerous.

[redacted] immediately called Cheap Caribbean and asked for a refund. Cheap Caribbean refused to refund [redacted]'s money. However, the did offer to rebook the vacation but NOT at the same price. The agent tried to steer [redacted] into significantly more expensive vacation packages claiming that hotels were booked, etc. Agent seemed to think that since they had [redacted] at a disadvantage, they would REALLY try to get even more money out of him. For 10 hours [redacted] tried to negotiate with Cheap Caribbean to no avail. In addition, Cheap Caribbean's website repeatedly malfunctioned and locking up while displaying error messages (we have screen printouts of the error messages). Finally, disgusted and exasperated with Cheap Caribbeans dishonest, unscrupulous business practices, [redacted] contacted [redacted] (who he worked with many times) and booked the SAME trip on the same [redacted] for the following week for considerably less money and took the trip.

When [redacted] returned from Puerto Rico he again requested a full refund from Cheap Caribbean. Cheap Caribbean would only agree to give [redacted] a vacation credit MINUS the cancellation fee penalties (over 300 dollars) from the [redacted] and [redacted]. [redacted] contacted [redacted] for a chargeback and explained his dilemma. Cheap Caribbean wrote [redacted] and told them they could not refund the money because the trip was nonrefundable and they got charged penalties from [redacted] and [redacted]. Subsequent investigations with both the [redacted] and [redacted] revealed that Cheap Caribbean was charged NO penalties or money by either company (in light of the severe weather conditions). [redacted] had written emails from both companies stating that they charged Cheap Caribbean nothing. When [redacted] confronted Cheap Caribbean with these facts, they sheepishly offered to give him a credit of $1738.40

I have asked legal advice on this situation and the conclusion is unanimous. Cheap Caribbean is initially guilty of fraud via omission. They induced a customer by misrepresentation to act in a manner or sign a contract that no one would do if they had been given correct information. NO ONE IN THEIR RIGHT MIND WOULD BOOK A VACATION IN THE MIDDLE OF A HURRICANE OR MAJOR TROPICAL STORM. Cheap Caribbean, with their self-serving "no refund" policy seem to operate under the position that they can conduct any sort of dishonest or unscrupulous business practice and get away with it. That is not the position of U.S. law. Here are the facts that are supported by the evidence:

1. Cheap Caribbean, acting as an expert agent on travel in the Caribbean, blatantly lied to [redacted] about the weather and travel conditions AT THE TIME OF BOOKING to gain a profit. ([redacted] has Hurricane Center reprints to corroborate weather conditons and a witness to all the booking conversations on speakerphone).

2. Cheap Caribbean willfully and intentionally lied to [redacted] claiming non-existent cancellation fees for which they were never charged to prevent chargebacks from [redacted]. ([redacted] has written confirmation of Cheap Caribbean blatantly lying to [redacted]).

3. Cheap Caribbean willfully and intentionally lied to [redacted] about cancellation fees and attempted to dishonestly keep over $300 in non-existent cancellation fees.

4. Cheap Caribbean later admitted they paid no cancellation fees only after being confronted with written evidence from [redacted] and The [redacted]. They then reluctantly gave [redacted] FULL credit of $1738.40.

Cheap Caribbean has repeatedly acted in a dishonest and unscrupulous manner. I have NEVER seen a company this blatantly dishonest in my experience.Desired Settlement: I request that Cheap Caribbean.com refund the full amount $1738.40 to my [redacted] credit card.

Business

Response:

After

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

Review: I booked a vacation with the travel agency in feb. It is supposed to be all-inclusive. They however booked me ona pay per service airline and did not disclose that. I do not mind paying for a bag to be checked but the airline charges for the carry on bags that would hold my disabled wife and mother inlaws medication and other medical supplies. So thats an extra $210 round trip. Cheap Caribbean also promised that my entrance and exit charges would be included in my ticket price. (Per [redacted]). But after speaking to the airline they informed me that they are not included. So that will be roughly another $150 spent. We also paid an upgraded room (ocean view). But after making an international call to the resort I have been told that they cant guarentee I will actually be able to see the ocean. She informed me it was a marketing gimmick. After talking to reps at cheap caribbean they said its my fauly beacuse I booked on the website instead of calling them in person. they would have disclosed the fees to me over the phone. I didnt see anywhere that less fees are disclosed on the website than over the phone. They said it would be an additional $600 to rebook us on a "real airline"Desired Settlement: I would like approx $200 for the extra fees/possible lack of ocean view. I do not want the entire vacation refunded after vacation time has been taken already for those dates. If they would like to rebook the vacation on another arline that would work as well as long as the time and dates are the same.

Business

Response:

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

CheapCariibean.com:

Review: I booked a trip with them on 11/12/13 for a vacation on 3/17/14. I called to cancel less than 24 hours later (today) and they are refusing to refund the cost of $992.13. The airfare portion with [redacted] was for $532.50 and [redacted] confirmed to me that cheap caribbean is eligible for a full refund without any penalties. Cheap caribbean is telling me that they will not refund my money and that they only offer a credit. I would understand if time had elapsed and they weren't able to recover their funds, but this isn't the case. I spoke to them multiple times on the phone today and they refuse to budge and provide a refund. I finally spoke to a supervisor, [redacted] and he also wasn't of any help. Please contact them and try to help me resolve this issue. [redacted] indicated that he was canceling the [redacted] flight today so they aren't out the $532.50.Desired Settlement: I would like them to refund my credit card for the full amount of $992.13 since I cancelled everything within 24 hours of booking.

Business

Response:

After

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

The clients booked a

vacation with a CheapCaribbean.com a representative on 11/13/13

If I could rate Presidential Suites resort negative stars I would. First off let me say that this was my honeymoon and it was a nightmare. As in previous postings you get sold everywhere you go from the timeshare to VIP. VIP gives you access to all the restaurants and both pools for a mere $10,000. One of the front desk associates pulled my husband and I out of quality time in the sun to sell us a timeshare on our second day (first full day), after I nicely told him we were spending quality honeymoon time by the pool he insisted on all 3 of us going down by the pool. Weird right? This was the same salesman that I heard a few hours previous talking about payday on Friday and he was clearing $4000.00 us dollars after taxes. So my first am I woke up to a cockroach spinning on its back on the living room floor. When I approached the front desk they acted like I brought the roach. The food was as terrible as the customer service. The wait staff refused to serve us by the pool. Lunch starts at 11am but they will not start serving food until they feel like it some days it was 11:15am and others it was 12:30pm. My husband did not eat the buffet, the only option for breakfast. The best part of our trip was the friends we made down there and they ended up cutting their trip short due to food poisoning. They were also on their honeymoon and had to pay $400 us dollar for a doctor to come out and after that it took him 4 hours to come. She had a 103.5 fever and her options were paying $2,000.00 us dollars to go to the Dominican Republic hospital or book an early emergency flight home. If you do not eat the resort food you have no other option and you cannot leave the grounds to visit a grocery store or gas station. Your suite will be fully stocked with microwave, stove and dishes but you will not have any food to cook with so it is for show. As stated in some previous reviews we lost electricity as well, the entire resort lost electricity for a day. They play music at 8am so do not plan on sleeping in or waking up peacefully. The elevators were out of service so we had to use the stairs which had candles lit so you could see enough to walk but not the cockroaches on the wall. The ocean that is at Presidential Suites is not to ocean on the brochure. It is the Atlantic Ocean you are not near the Caribbean water. There are piles of seaweed and the water is not clear. You cannot lay and relax on this beach there are people trying to sell you adventures and braid your hair. They will scream until you answer them and when you answer no thank you they continue with massage and a wink. The only pool you are allowed in is attached to the children’s pool. I have pictures of the cockroaches in our room, the resort, the broken elevator signs and candles lit in stairwells among other things. Please feel free to email me for pictures or additional feedback. I had some friends and family members visit the Sandals resort and Iberostar and they had wonderful things to say about their vacation, so maybe spend a little more and have a better experience. I also spoke with 3 different Cheap Caribbean representative and they were all very nice but could not really help me do much as by the time they returned my call my vacation had two days left.

Review: I bought a total trip package for airfare and hotel to [redacted]. The goal was $2,379.16. When we arrived at the airport, our [redacted] departure flight ([redacted] to [redacted] City) was delayed for 9 hours. My sister and I were expected to spend the night in [redacted] City and then catch a flight the next day to [redacted]. We ended up buying another flight through [redacted] Airlines to [redacted] to avoid spending the night in [redacted] City.

When we went to check in to our flight leaving [redacted] we were told we had been taken off the flight (they cancelled us). It was never indicated to us that paying for a new flight to avoid the 9 hour delay would cause them to cancel our return flight without our knowledge. No one was able to assist us and we were stuck in [redacted] with no representative to support us. We were never given the option to buy new seats on the [redacted] flight. The representative that they said we had would not speak to us and would not call the airline to help with translation while we were stuck in Mexico. Two young girls, now stuck in Mexico. Of note, our reservation states "all cheapcarribean.com reservations are non-refundable, non-cancelable, and non-changeable as per our terms and conditions." However, CheapCaribbean took it upon themselves to break their own policy by allowing our return flight to be cancelled.Desired Settlement: I would like to be reimbursed $1,800 for the 4 one-way trips to and from [redacted] made by my sister and I. I have receipts that can be viewed if needed.

Business

Response:

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

• The client booked a reservation online on 7/9/14

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

The client purchased this vacation for herself and another passenger to travel 8/4/14 thru 8/8/14 at a total cost of $2379.16

A trip cost breakdown is as follows:

$1060.82 Hotel night)

$1323.34 Airfare

$95.00 Transfers

($-100.00) - Promo Discount

$2379.16 Total Package

Client declined the purchase of travel insurance.

• 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

Review of reservation:

After review of our records we show that the client did not contact us prior to their original day of departure. All communication regarding their flight delay was done through the client and the airlines. The clients took it upon themselves to purchase new outbound tickets. We were never aware of their decision. We only were advised of the client “no show” on departure when the client’s mother called on 8/7 to say her daughter was unable to check for the return on [redacted]. Since the client no showed and the airlines cancelled their ticket the airlines were now in control of their tickets. CheapCaribbean was no longer allowed to alter the tickets in anyway.

It was at this time when we called the airlines directly since we no longer had control of the tickets and informed by [redacted] the clients “no showed” so their tickets were cancelled in full.

Client purchased return tickets with **.

The client contacted us upon their return on 8/8 and the following email was sent to the client on 8/9 from CheapCaribbean Customer Care Department:

From: Customer Care

Sent: Saturday, August 09, 2014 10:01 AM

To: [redacted]'

Subject: RE: Online Reservations Services: [redacted] _______________________________________________________________________[redacted...⇄ PA [redacted]Phone: [redacted] Fax: ###-###-####August 09, 2014Re:

Booking # [redacted]

Dear [redacted],

Thank you for contacting CheapCaribbean.com and thank you for taking the time to provide us with this valuable feedback. Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com.

Per our records, we received a telephone call on August 07, 2014 from your mother who advised that you were having difficulties checking in for your return flight. Our Ticketing department then contacted Aero [redacted] to inquire on the status of your tickets. Per the information that we received from Aero [redacted] that day, yourself and [redacted] were marked as a “no-show” on your outbound flights from [redacted] ([redacted]) to [redacted] City (MEX) on August 04, 2014, therefore the airline automatically cancelled your return flights. Please be advised that if the outbound flights on a roundtrip ticket are not used, the return flights are automatically cancelled due to TSA and security regulations. At this time, we can only advise that you contact [redacted] directly to inquire on any possible compensation or credit for your flights. For your convenience, we have provided their information at the bottom of this email.

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.

On 8/19 the client left us a voice message. We returned the call and left her a message advising if she was seeking reimbursement to reach out to [redacted] directly as we were no longer able to touch the tickets. We also left our contact information if she wished to speak to us again directly. Our records indicate no return call was made by the clients.

The client is fully responsible for this charge. The client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking. Please see the attached documents referencing our Terms and Conditions that were agreed to by the client at the time of booking.

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.

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: your terms and conditions tell me you cannot change flights but you canceled mine. I have called your customer service reps several times and they have all told me that they will try to help but nothing is ever done. Below is the message I received from [redacted].

Review: We booked a trip to Mexico with this company, we needed to make changes to the trip, when we referred to the 'Cancellation Policy' we saw that we would be charged $50 per person from CheapCaribbean. A $200 per person charge for the change in flights, which we promptly obliged by as well, however they made us buy new tickets from a different airline because they initially booked "bulk" tickets via [redacted] and it does not fly to our new destination. Nowhere on the policy is there a mention of any type of Bulk ticket, or of the restrictions that come with that type of ticket. They have the charges that would be applied, which is fine, however now they are saying that the credit for the previous flights is with them and can only be used for Mexico. This is a breach of contract because nowhere on the policy is there a mention of Bulk tickets, let alone the restrictions of the region(s) you may use them for.

Please help me out with this situation as I have reached out to their Corporate office to give them the opportunity to address this obvious deviation from their stated cancellation policy, and nothing was done. Thank you very muchDesired Settlement: Ideally we would just like our $1,000 back since they booked a ticket with restrictions on it without informing us of them, we accept that the airline would charge us the $200 per person flight change, they initally charged us $1,400 for the original flights. However, Cheap Caribbean does not disclose on their official cancellation policy an existence of any type of "bulk" ticket that has region restrictions. For that reason I would like the remaining $1,000 credited back to the card that was charged.

Business

Response:

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

• The client [redacted] booked a vacation with a CheapCaribbean.com representative on June 26, 2014

The client purchased round trip airfare from CLT to CZM for 8 nights stay at El Cozumeleno Beach Resort and Round Trip Airport Transfers.

The client purchased this vacation for herself and one other passengers to travel 8/15/14 – 8/23/14 at a total cost of 2554.34

Package cost breakdown is as follows:

$1182.36 – Hotel

$1401.98 – Airfare

$ 70.00 – Transfers

-$100.00– Promo

$2554.34 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 Terms of Use appearing on our website as posted at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50 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. Insurance must be purchased today; policies are not available for purchase at a later date. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. It is your responsibility to ensure that you have the proper documents to enter, connect through, or stop at the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as the customer are responsible for any additional airline baggage fees, pre-assigned seating, and incidentals at the resort, and entry or exit fees resulting from purchase. Please note it is your responsibility to confirm your flights directly with the airline 24 hours

In review of the reservation:

Client called to inquire about changing her current reservation destination/resort from Cozumel to Puerto Rico.

We advised the client at this time that due to the restrictions imposed by [redacted] we were unable to exchange the current tickets for flights to Puerto Rico under the restrictions imposed at this time by the carrier.

Due to their desire to change destination to specifically Puerto Rico the clients agreed to purchase new flight on [redacted] and hold a credit for future travel with [redacted]. The client agrees to charges to change at a cost of $807.22 and her credit card was charged.

The client was booked on a published flight where in conjunction both published and bulk tickets were sold to consumers.

All published flight fares (both published and bulk tickets) are subject to all terms/restrictions and changes without notice to by the airlines in which purchased.

Per our terms and conditions agreed to at the time of booking (see attached):

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 airline fee will be assessed.

Travel on a Future Credit Voucher must be reserved and travel completed within one (1) year from the original booking date no exceptions or extensions will be granted. Airline travel credits must be booked with the original carrier and are subject to the carrier's terms and expiration periods. Most airlines allow up to one (1) year to rebook and travel.

As noted on page 3 of the clients travel voucher – see attached:

IT IS THE CLIENTS RESPONSIBILITY TO CONFIRM THEIR FLIGHTS DIRECTLY WITH THE AIRLINE 24 HOURS PRIOR TO TRAVEL.

CHEAPCARIBBEAN.COM IS NOT RESPONSIBLE FOR SCHEDULE CHANGES ISSUES BY THE AIRLINE. CHEAPCARIBBEAN.COM WILL NOT PAY AN INCREASE

IN FARE FOR AN ALTERNATIVE AIRLINE AND IS SUBJECT TO THE POLICY AND RESTRICTIONS ISSUED BY THE AIRLINE.

We apologies for the inconvenience this may have caused as a result of the restrictions imposed by [redacted]. 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. Client maintains a $500.90 per person (2) Future Credit with [redacted], expires: June 26, 2-15 – voucher attached.

Review: I purchased a rate of 24.00 per person.. They already charged me $48.00 for a third person in the room. The advertisement does not state limit 2 people at this rate per room. I was charged more.. Now a month later they are trying to charge me more or not honor my confirmation. They are claiming that per person does not include anyone under the age of 11.. Not stated in the advertisement.

Their website allows kids to book.Desired Settlement: Change the offer to read $24. pp only applies to people over 12.

If you are traveling with a child under 12 you have to call to book.

Their website allowed me to book a child at that rate, how can they try to demand more, or cancel my reservation?

Business

Response:

Review: I booked a 5 day 4 night honeymoon trip for my fiancé and myself to [redacted] Puerto Rico at the [redacted] & [redacted] Casino through CheapCaribbean.com that included hotel and flight. We are scheduled to depart from [redacted], MO on 09/15/14 and return 09/19/14. I paid for the trip on 08/15/14 through the CheapCaribbean website via my credit card. When I selected all the details for the trip my total came to approx. $760/ per person before insurance. When I went to book the trip the website initially told me that that the price increased while I was booking the trip. I re-launched the webpage and was allowed to select the trip for the $760/ per person. Including the Enhanced Insurance that I purchased, based on my calculation the trip amount should have been approximately $1600. When I reviewed my credit card statement the trip was showing as $1846.06 or $923.03/ per person. I then contacted CheapCaribbean via their phone number to request a detail 'Cost Breakdown'. I was provided the breakdown which was filled with misprints, and had the total for my trip listed as $18,860.06. I contacted CheapCaribbean, again, via their phone number to tell them of incorrect breakdown I received and of the overcharge that I noticed on my credit card statement. The rep on the phone notified me that there was absolutely nothing he could do to rectify the matter. I noted to him that I would contact the Revdex.com as I feel was either improperly charged or deceived into thinking the trip was approximately $150-$200 cheaper than it actually was. The rep held the phone and said, "As I said before there in nothing I can do."Desired Settlement: I would like to receive a credit to my credit card for the difference in the advertised amount and the amount actually paid, which I believe to be between $150-$200. I believe I was deceived into booking a flight and then charged a higher amount without my knowledge. I desire a credit to my credit card for the $150-$200 difference in cost I was told I was paying and what I was charged.

Business

Response:

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

• The client booked a reservation online on August 15, 2014

The client purchased round trip airfare from [redacted] to [redacted], 4 night stay at the [redacted] and [redacted] Casino

The client purchased this vacation for himself and one other passenger to travel 9/15/14 thru 9/19/14 at a total cost of $1846.06

A trip cost breakdown is as follows:

$1124.50 Hotel

$661.40 Airfare

$160.16

($-100.00) - Promo Discount

$1846.06 Total Package = $923.03 per person

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

Our Terms specifically state:

• This vacation is nonrefundable and nontransferable

• Changes or cancellations will be charged a $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.

• CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes

• Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date

• Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents

• Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time

• Services are provided "as is" without warranty of any kind

• CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from

• You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature

• Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp

• Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability

Charge Now: $USD

Charge on 08/03/2014: $USD

Total Price: $USD

Total Price: $USD

Balance $

I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions

In review of the client online transaction we recovered the following information:

Customer initially selected flights departing @ 6:19 am [redacted] and 3:10 pm from [redacted]

Customer then went back to the homepage and selected the 7:15 am from [redacted] and 4:02 pm from [redacted].

On the insurance selection screen it shows the total cost without insurance is $1,685.90. The customer chooses Enhanced insurance at $80.08 per person. Therefore the purchase price for the reservation is $1,846.06 .

This cost is not added to the total on the right side of the screen until the customer selects the ‘Checkout’ button on the insurance page and continues to the final checkout screen.

**Please see the attached documents for capture of the clients viewing of the CheapCaribbean.com website labled: Document1

Total Package Agree to purchase:

$1,685.90 - hotel & flight

+$160.16 – insurance

-$100.00 discount

$1,846.06 total trip cost

Clients received the attached travel document at the time of purchase disclosing the purchase price in which he booked online.

The client is fully responsible for this charge.

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.

Review: My wife phoned on 3 occasions to discuss an error in our reservation and let the provider know the hotel booked was not the hotel desired. Also she indicated the hotel desired quoted a rate of 258 dollars per person per night. The first agent she spoke with told her there was potential to change but that they would up-charge the room 678 dollars total but the hotel directly does not charge that higher rate; they charge a rate of 258 per person per night rather than the approximately 305 per person per night that cheap Caribbean charges. The customer service agent then hung up the call on my wife.

Call two was on 1/3/14 and the female agent said that if the hotel would quote a different rate and tell cheap Caribbean it was OK to charge that rate outside of their contracted rate then it would be OK, but then hung up again on my wife. My wife called back and spoke to [redacted] who refused to let her talk to a supervisor on multiple occasions, denied that the female agent she spoke to prior hand hung up on her or told her the information about the contracted rate being possible to change, denied the concerns my wife expressed about the receipt we got having both the name of the hotel we desired, [redacted] and the one we accidentally booked - [redacted] (so we did not [redacted]ize until the wedding planner called it to our attention that we were at the wrong resort). She told him it was not allowed by law to lie or deny someone the name of a supervisor but he would not provide the name and then made up a fake name of [redacted], and still refused to provide an operator number, direct phone number, last name, or other identifying information but said [redacted] could only be contacted directly at [redacted].

He was incredibly condescending, talked in circles rather than accurately reflect previous conversations, though he said they were recorded on tape, and would not tell my wife what her other options were to resolve the dispute and said they dispute could not be resolved with [redacted] card services. He also told her that the website did not have a key word search feature so her claim that she typed in the resort on google and again on the website by key word and got to the wrong resort that way even was a lie, but the website clearly does have key word search.

All in all horrible and patronizing service by rude and unhelpful people who would not provide direct information, or disclose names of supervisors, and hung up on her 2 times.Desired Settlement: we would accept a refund, or a change of resort to the resort we tried to book the first time and was actually also confusingly listed on our receipt along with the one we accidentally booked. But we do not believe that the multiple misleading website searches, misleading receipt, and the up-charge of room cost not directly charged by the desired resort are acceptable. Frankly we do not want to do business with this un-credible and rude service provider at all -- they do not deserve a dime of our hard earned money.

We would accept a refund or a a change of hotel at the rate quoted directly by the [redacted]. We have also filed a dispute with [redacted] for misleading website, bad customer service, and charges on our card inconsistent with what we thought we were purchasing.

Business

Response:

We personally reach out to the client today see if there

is anything further we can assist them with to rectify the situation. She has

provided to us the wedding coordinators contact information. In order for us to make the change to their current reservation we have contacted the coordinator and explained the situation. We are currently awaiting their response if rates can be honored and confirmed. We hope to have some resolution for the

clients shortly.

Review: I have booked my trip online from 7/15/13-7/20/2013. For some reason when I checked the booking to get a print out of my flight schedule. It says 7/16/-7/21/2013. This is a huge problem. I would have never booked it for this time, becuase I have to go back to work in NY and second my children have to be picked up from sleep away camp. I am highly upset cause this should have never happen. This is unfair practice and something has to be resolve.Desired Settlement: I would like for my trip to go back to 7/15-7/20. for the sake of my children being picked up from the location. They are getting drop off from a sleep away camp and I have noone to be able to picked them up. I made my plans around theirs. If you cannot have my dates given back to me, I would like all my money back and would never book another vacation. This is my first time traveling or booking anything with this company, but so far this is a bad expereince for me.

Business

Response:

We reviewed our clients reservation and booking flow in full

and were able to track exactly what the client had chosen when first entering

the CheapCaribbean site to book their vacation.

Attached is the print out of screen shots when our client navigated through our site.

Review: My friend, [redacted] and I purchased a travel package including airfare and a 5 day/4 night stay at the [redacted]. The package included an add on for $100.00 food and beverage credit. When we arrived at the resort on March 3, 2013, we went to the front desk of the hotel to redeem the $100 credit. The hotel informed us that Cheap Caribbean had provided us with an incorrect promotional code. We immediately contacted Cheap Caribbean to explain the situation. We spoke with a representative named [redacted] that confirmed that we met the criteria to redeem the credit but the code provided by Cheap Caribbean was not correct and would not be able to redeem the credit . She continued to admit that we were eligible for the credit but we would not be receiving it. Her reasoning for the denial of the credit was unacceptable and did not make any sense. We requested to speak with a supervisor and the representative put us on hold for about 20 minutes. When she returned to the call she did not have an answer why we were provided with an incorrect code and would not allow us to speak with a supervisor. The employee at the hotel said that we would be entitled to the credit if Cheap Caribbean had provided the correct code. We feel that we should have received the credit since we booked the trip within the required time and the package deal specifically included the $100 food and beverage credit. The code could only be provided by Cheap Caribbean and they would not assist us in obtaining the credit.Desired Settlement: I believe Cheap Caribbean should provide us with a $100 refund.

Business

Response:

Review: Cheap Caribbean has a policy to price match within 24 hours. I called the customer service number and explained to the representative that I booked a vacation package to Punta Cana, Dominican Republic through their website on Monday, April 22nd at 11:03 pm but the following day (April 23rd) around 6:10 am, the same package on their website was about $270 cheaper. She explained to me that I should send an email to the Price Match department and they would send me a form and instructions on how to request a price match. She never told me that Cheap Caribbean does not price match its own prices.

I sent an email and screenshots to the Price Match department documenting that the vacation package price had decreased. However, I received an email from the Price Match department that they don't honor prices from their own site.Desired Settlement: Refund the difference in price which is exactly $270 to my credit card.

Business

Response:

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

The client a booked a reservation online on 4/22/13

The client purchased round trip airfare from BWI to PUJ, a 6 night stay at the all inclusive [redacted] including Round Trip Airport Transfers.

The client purchased this vacation to travel 4/14/13 thru 4/20/13 at a total cost of $3405.03

A trip cost breakdown is as follows:

$1367.53 – Hotel ($227.92 per night)

$2077.50 – Airfare

$60.00 – Transfers

($100.00) - Promo Discount

$3405.03 - Total

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 of the file:

4/23/13 –

•Call and stated she saw the price cheap on our site and Travelocity.

•Client was advised to sent an email to [email protected] a reply email will be sent with the full instructions – advised the client would need to send screen shots and that specific instruction will be in the email.

•Client asked if the flights were different would the price match still be accepted. The agent advised that the price match needs to be apples to apples.

•Client then wanted to know if she changed the arrival time back to the US what that would incur.

•Agent advised there would be a $175 change fee to do so.

•Client then goes on to say she will try and submit anyway

•Per our Terms and Condition we do offer price-match against other internet companies.

•We do not offer a price match against ourselves.

•As stated on our site at the time of booking:

Best Internet Rate Guaranteed - If you find a lower price for the same vacation package on another U.S.-based travel website within 24 hours of booking with us, we'll beat that price and give you $150 off the next vacation you book with CheapCaribbean.com. For complete details of the program, please review our terms and conditions at http://www.cheapcaribbean.com/terms.jsp

•Client emails our Price Match department and is sent the instruction on submitting their documentation along with attached form:

THIS IS AN AUTO-REPLY MESSAGE INTENDED TO PROVIDE THE PRICE MATCH APPLICATION AND TERMS OF USE, AND SERVES AS AN INBOX FOR COMPLETED PRICE MATCH APPLICATIONS. IF YOU HAVE ALREADY SUBMITTED YOUR COMPLETED DOCUMENTATION, THERE IS NO NEED TO REPLY AGAIN.

Thank you for booking with CheapCaribbean.com! As a valued customer, we are glad to offer you the lowest price on your vacation. Our name, CheapCaribbean.com, wouldn’t make sense if we didn’t always have the lowest prices anywhere in the travel industry, so we price match all of our competitors to make sure you never pay too much!

We will price match our competitors for up to 24 hours after you book your trip with CheapCaribbean.com. We must receive your price match application and required documentation within 24 hours of booking or we cannot price match because flight costs and resort prices are constantly in flux. In order to protect you from a price increase, the resort is confirmed and flights are ticketed and paid for as soon as your reservation is completed. Please see our Terms of Use for further details at http://www.cheapcaribbean.com/terms.jsp.

Please fully complete the attached form and include screen shots of our competitor’s website showing all pertinent details, see screen shot instructions below. Email the form and the required documentation to us at [email protected], if you have not already. If you discovered a less expensive identical package and email us within 24 hours, your credit card will be refunded the difference in price plus $1.00! In addition, if your price match is accepted, you will also be issued a $150 one-time-use promotional code via email to use on a future booking with us.

Thank you again for choosing CheapCaribbean.com.

¬¬¬How to take a screenshot on a PC?

Taking a screen shot is simple! Press the “Print Screen” key on your keyboard. This action takes a picture of your current screen. You are now able to ‘paste’ the picture in the body of an email or in a Word Document. To paste a picture, press the “Ctrl” and “V” keys simultaneously. Please be sure to include all of the required information in your screen shots. You will most likely need to paste several different screen shots in order to capture these details.

Screen Shot: Paste Image:

How to take a screenshot on a Mac?

Taking a screen shot is simple! Press the “command”, “control”, “shift” and “4” keys simultaneously. This action allows you to take a screenshot. You are now able to ‘paste’ the picture in the body of an email or in a document. To paste a picture, press the “command” and “V” keys simultaneously. Please be sure to include all of the required information in your screen shots. You will most likely need to paste several different screen shots in order to capture these details.

Command (?)-Shift-4, and then drag the crosshair pointer to select the area. Continue to press the mouse button, release the keys, and then press Shift, Option, or the Space bar while you drag to resize the selection area. When you are ready to take a picture, release the mouse button.

CHEAPCARIBBEAN TERMS AND CONDITIONS

CHEAPCARIBBEAN INSTANT AND POST-BOOKING PRICE MATCH TERMS AND CONDITIONS

The following terms must be met for both Instant Price Matches as well as Post-Booking Price Matches:

The lower qualifying rate must be for an identical package and must be found on a U.S.-based online travel wholesaler website. Only original bookings will be honored for the Post-Booking Price Match program; modified bookings are not eligible at any time. If a change is made to the reservation the price match will be forfeited. All booking details must exactly match the details of the product on CheapCaribbean.com, including but not limited to: specific carrier or provider, hotel (including room type), dates and times of travel or service, flight numbers and routings (for example, same stopovers), and other booking details. If you are price matching and electing to take advantage of the deposit program, the $25 nonrefundable fee will be added to your reservation total.

Lower qualifying rates do not include rates on Websites where the carrier, property, itinerary, or similar booking details are unclear or unknown until after purchase, where prices are determined by any sort of auction or bid. This also includes prices from an email or websites where you are required to call to get the rate. [redacted] and [redacted] properties as well as [redacted] are not applicable. Lower qualifying rates do not include errors or mistakes.

The lower qualifying rate must be both advertised and available to the general public on a U.S.-based Website. Promotions funded by tourism boards that are exclusive to a competitor’s website do not qualify. Lower qualifying rates shall also not include corporate discounts or rates, group rates, charter rates, rewards program rates, incentives, meeting rates, convention rates, consolidator or interline prices or prices available only by using a coupon, or any other rates or promotions not offered to the general public. Competitor’s packages that do not include all applicable mandatory fees and/or local taxes, and packages that do not charge the user in full for children resulting in payment due at check-out do not qualify for the price match program. A lower qualifying rate may not come from a website which requires you to call to get the rate, or from an email that you received. The lower qualifying rate must be quoted and booked in US dollars (without reference to currency convertors). If you are purchasing Enhanced “Cancel for Any Reason” insurance coverage for your vacation and the competitor’s insurance policy does not specifically contain a “cancel for any reason clause”, it can only be considered equivalent to our Standard Insurance policy, not our Enhanced Insurance policy. In order to process a price match with Enhanced Insurance coverage we will add the difference in price between our Enhanced Insurance policy and the competitor’s policy to the package’s base price.

In order to be a valid lower rate, CheapCaribbean must be satisfied that you meet all requirements otherwise imposed on the lower price, including residency, regional, membership, age-related and other requirements.

Travel Agent bookings are not eligible for the CheapCaribbean.com Price Match programs. CheapCaribbean reserves the right in its sole discretion to modify or discontinue the Price Match Guarantee or to restrict its availability to any person, at any time, for any reason, and without proper notice or liability to you. A Price Match reservation cannot be combined with any other offers, promotions, promo codes and Sand or Sun Dollars or grouping buying codes and coupons. Void where prohibited by law. All CheapCaribbean.com terms and conditions apply. CheapCaribbean’s failure to enforce any provision of these terms and conditions shall not constitute a waiver of the provision.

GENERAL TERMS AND CONDITIONS

CheapCaribbean.com Inc. reserves the right to require an Authorization Form for reservations made using a credit card in which none of the passengers traveling on the itinerary are the Primary Card Holder. This Third Party Authorization is requested for the purpose of completing your transaction with us. CheapCaribbean.com Inc. may reserve the right to cancel the reservation if the Authorization Form is not completed and received within 24 hours after receiving the form. All personal information that is provided to CheapCaribbean will be securely held in accordance with our Privacy Policy which can be found at http://www.cheapcaribbean.com/privacyPolicy.jsp. This period may extend beyond the end of your relationship with us but it will only be as long as necessary for us to have sufficient information to respond to any issues that may surface in the future. While no website can guarantee security, we have implemented appropriate administrative, technical, and physical security procedures to help protect the personal information you provide to us. Only authorized employees are permitted to access sensitive information and they may only do so for permitted business activity.

DISCOUNTED OFFERS

Discounted offers include, but are not limited to, promotional codes, Sand Dollars, Sun Dollars, Group Buying codes, Coupon Sites, SPF promotional codes, Price Match One-Time Use Promotional codes, Personal Promo codes, etc.; herein referred to as Promotional Offers.

Promotional Offers are not combinable at any time and are not eligible for use on third party websites including, but not limited to cruises, WWTE, and auction websites.

Promotional Offers must be entered at the time of booking to be considered valid.

Promotional Offers are valid for packages only; land and air. Hotel only reservations are not applicable for Promotional Offers.

Promotional Offers are only applicable to reservations with a minimum of double occupancy with airfare.

Group buying codes and Coupon Site promotions cannot be used in conjunction with the Price Match program, nor can they be used with other promotional codes.

CheapCaribbean.com, Inc. has the right, in its sole discretion, to deny the use of a promotional code after the booking payment is received.

Military discount requests must be received within 48 hours of initial reservation to be considered valid.

•Client submits their price match however it was denied as it was not from a competitor website but from CheapCaribbean.com

•Attached is the screen shot the client submitted

Note: Full flights are not visible to review. Visible is only the departure

•Attached is also the price match form the client completed indicating they received the instruction and policy surrounding the offered price match

Note the box was checked to indicate she had agreed to our price match terms and the bottom of the page.

Once again, we reiterate our sincere apologizes for any difficulties they felt they may have encountered when contacting us about our policy. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this to them in the future.

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:

It was not clear that CheapCaribbean doesn't price match its own website. That information is not easily available to a customer instead it is buried in several paragraphs of a document.

Also, any reputable company would price match its own products or services, especially if like it was in this case, the price difference happened within a few hours of when the customer made the purchase. This just goes to show what type of company CheapCaribbean is.

In the statement that CheapCaribbean attached, it failed to mention that I found the price difference on two websites. I mentioned to the Customer Service agent that I found the price reduction on [redacted] and CheapCaribbean. I then asked if the arrival time had to be the same because the flight on [redacted] arrived earlier than the one I had booked with CheapCaribbean. That was why I didn't submit the [redacted] price match paperwork since the flight information was different. The agent never mentioned to me that I couldn't submit the CheapCaribbean price match. Also note, I did submit several screenshots showing the flight and hotel information and if it was missing like CheapCaribbean claimed, they should have asked that I provide them with more screenshots showing the missing information. Obviously, it didn't matter either way to them because they already knew that they wouldn't price match from the beginning.

CheapCaribbean needs to review its policies on price matching. It just doesn't make any sense that they would price match a competitor's price but not their own.

Regards,

Business

Response:

We reviewed the call again 4/23 between

the agent and the client to clarify:

Client called and stated she had seen

it cheaper on our site as well as [redacted] website. She

only mentioned [redacted] and no other competitor site.

The information regarding price

matching is posted on our site under “Why book with us” and was also reference in the email in which she received (previously

submitted). Stated in our response to the client and in the first three paragraphs

are the requirements to price match our competitors site.:

Thank you for booking with CheapCaribbean.com! As a

valued customer, we are glad to offer you the lowest price on your

vacation. Our name, CheapCaribbean.com, wouldn’t make sense if we didn’t

always have the lowest prices anywhere in the travel industry, so we price match all of our

competitors to make sure you never pay too much!

We will price match

our competitors for up to 24 hours after you book your trip with CheapCaribbean.com. We

must receive your price match application and required documentation within 24

hours of booking or we cannot price match because flight costs and resort

prices are constantly in flux. In order to protect you from a price

increase, the resort is confirmed and flights are ticketed and paid for as soon

as your reservation is completed. Please see our Terms of Use for further

details at http://www.cheapcaribbean.com/terms.jsp.

Please fully complete the attached form and include screen

shots of our competitor’s

website showing all pertinent details, see screen shot instructions

below. Email the form and the required documentation to us at [email protected], if you have not already.

If you discovered a less expensive identical package and email us within 24

hours, your credit card will be refunded the difference in price plus $1.00! In

addition, if your price match is accepted, you will also be issued a $150

one-time-use promotional code via email to use on a future booking with us.

We apologize if our client felt she

was misled in anyway as this certainly is not our intent. At this time our

position remains the same.

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:

I still do not agree with the company's policy. They should match prices on their own site as well as the competitor's.

Review: We booked a trip with Cheap Caribbean and due to the Hurricane in [redacted] we are unable to go on the trip. After talking several times to employees in the call center we continue to get different stories about what our options are. One employee said there is nothing that can be done, one said we can change our trip to a different location without any airline fees or resort fees it would be the same cost as our [redacted] trip, one employee said we can be fully refunded with no cancelation fees. After speaking to my fiancé about what we should do we decided to get fully refunded, when calling Cheap Caribbean back to get refunded we were now told this is a non-refundable company and no one there would say that. I tried to explain that is what we were told and the customer service rep wanted to tell me over and over we can rebook another trip and pay the extra fees, this wasn't an option it's less than 2 weeks away and the fees would be double the price. Unfortunately the rep wanted to just repeat himself over and over rather than help. My fiancé called and spoke to a supervisor who was worse than the reps we had talked to and she didn't want to do anything to help, she refused to listen to the call where we were told we could be refunded and made us feel like it's our fault there was a hurricane that destroyed parts of [redacted] and it's our fault for booking with them cause they don't help their customers. The supervisor was extremely rude didn’t care what my fiancé had to say and didn’t even try to help at all.Desired Settlement: We would like to be refunded for our Honeymoon as we were told we could be.

Business

Response:

In review:

Please be advised that the clients will be refunded in full for their reservation due to the impact of "Hurricane Odile" and waiver offers from the airlines and resort. On 9/29 the clients were contacted by phone by a CheapCaribbean.com Service Agent informing them of the offer.

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

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

Thank you.

Review: We visited a hotel that was adverstised on the website with good reviews. Little did we realize that the reviews had to be made up. The hotel was absoltely filthy from the rooms to the pool/hot tub. They advertised that they had fabulous meal choices which was far from the truth. The buffet was open twice daily for limited hours. The "white sand beach" was a small roped off area that was filthy with cigarettes and old plastic bottles. The bathroom had a leaking toilet and the AC vent leaked all over the floor. The hotel couldn't help us, we requested that someone please come take a look at the leaking toilet, no one ever showed up. The hotel reaked of stale cigarette smoke. The cheapcarribean website stated "This is an unforgettable Caribbean getaway on exciting Paradise Island with all-inclusive perks for a pretty unbeatable price". They were right, it was unforgettable in that we have never taken a vacation so awful. Complementary Wifi was supposed to be available and it was not. I asked the front desk and they acted like they had no idea what I was talking about. Beach towels that were available were dirty.

The jacuzzi they offered was broken without working jets. The hotel placed three cholorine tablets in the bottom which I guess is their version of cleaning it. The pool was ice cold and dirty with leaves and the bottom looked like it had not been vaccumed in weeks. The cheapcarribean website said the hotel offered nightly entertainment such as Featuring live calypso bands, cultural performances featuring fire dancing and glass eating, and DJs. There was no such thing! They said they had a Harbourview restaurant which was upscale. This restaurant was not even open. We had to sit in the buffet area and order from a 3 option menu and the meals we did order, were cold. A lunch buffet was suppose to be open and it was not open either. The poolside bar closed at 6PM the day we arrived so we were unable to have any drinks. The cheapcarribean website under bars/nightlife said: BARS/NIGHTLIFE

[redacted]'s Poolside Grille Serves lunch, snacks, and cocktails from 11am-6pm daily. After 6pm, it serves an a la carte dinner menu until 10pm.

We contemplated leaving the hotel and going to stay elsewhere because it was awful. Music played all hours of the night from other guests rooms. We slept on top of the covers because the sheets looked dirty and we didn't want to take a chance.

The cheapcarribean website was very misleading in what this hotel had to offer. I wrote them at two separate e-mail addresses and included photos of the filthy room and have yet to receive a response.Desired Settlement: All we want is our money back. This was our honeymoon and because of the dishonest advertising and misleading reviews, we believed we were going to have an enjoyable vacation. The absolute wost vacation we have ever been on.

Business

Response:

After review of the case, the

following actions were taking by CheapCariibean.com:

Review: My mom and I booked a trip with them to stay at the [redacted] it was the trip from hell, there was water leaking on the floor which my mom slipped. My mom has a hip replacement there were live bugs in my food the phones wouldn't work, there were dirty used panty liners in the drawers I filed complaints no one called they did say the matter could take up to two weeks,I need help nowDesired Settlement: To go on a good vacation without bugs in the food and water in the floor,just a good clean vacation!

Business

Response:

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

CheapCariibean.com:

When you book a vacation and go through a travel agent you expect their integrity, trust, professionalism, and to help you when unexpected issues arise. I have personally used your Cheap Caribbean on three other occasions. This last time, I used it and made it number four.
I decided to try something new and different and fun this time. I selected the deal of fortune which consisted of five different resorts that were a 4 1/2 star category. The hotels that were listed for this deal were as follows: Barcelo Maya Palace deluxe, Azul, Ibostar, Dreams puerto adventures and one of the Now resorts. I explained to the travel agent that I have been to Mexico several times and that Riviera Maya was my favorite spot. I explained to her some of my favorite resorts were the El Dorado, El Dorado Royale, and the Barcelo Palace which was included, and a possible choice for this package. She knew the type of class I was used of and told me that any of the choices would meet my expectations. She did mention she could put in the notes that I would prefer the Barcelo but that she couldn't guarantee it. I was still ok with that because all the other resorts should be classified the same category for a 4 1/2 star and same class category. The travel agent also offered insurance and told me with this upgraded insurance that I could cancel for any reason and get all my money back, also including emergency protection on the trip.
When we finally got to the resort, after a two hour delay on the runway, I was quite excited and looking forward to my welcome drink. We drove up to the lobby that was not air-conditioned, that was outside, and was rushed into the check-in process. Nothing was explained about the resort or activities and I had to ask where my welcome drink was. The first impression of the resort was not a good one. It definitely did not fall into a 4 1/2 star class category. After getting to our room, it was nice, but a mildew sour odor was coming from somewhere and we couldn't figure it out. (It was the phone)
I did not want to judge on my first impression so we decided to walk the resort and see what else was there…to my surprise nothing. The beach was full of rocks and seaweed. There was one little roped off section of beach that you could swim. The beach was so overcrowded with people they didn't even have chairs available. I knew this was a family resort but this was October and off-season when normally children would be in school. The entire resort was nothing but kids (90%). The resort was over capacitated for its size. There were two small pools, one for just adults and one family. After research, this resort was 35 years old. (so you compare 35 years to a under 10 year resort) having only one indoor restaurant, only one indoor bar, and the air conditioner was broken. After speaking with the staff, it has been broken for a while. We could not get into the only breakfast location because it was over packed. We had to go to the Mexican restaurant that was open but that didn't have breakfast food. They didn't even have bacon for breakfast. The one section to be able to step down and snorkel looked like an empty dried up seaweed pit full of trash. Umbrellas were in bad condition and warped. Used diapers were by the pool. There is no way this resort can be compared to the other four resorts that were listed in this deal. When I mentioned the choices to some of the staff they laughed and said no we're definitely no Barcelo. Also the resort right next to this one, the Catalina, is a three star resort and was nicer than this one! I was so upset of what I was seeing and what supposedly I had paid for and told I was supposed to receive, I was distraught and in tears. There were no activities for adults. The resort consisted of 90% families and 10% couples. The resort was so cluttered and so small, by no means 4 1/2 stars.
I went immediately to the front desk to my Cheap Caribbean representative to get someone on the phone. All I got was the runaround. This hotel was in the package and was told basically tough luck, I was screwed. In order for them to move me they wanted me to pay penalties and extra upgrade fees. Why should I pay for an upgrade fee to go to another hotel that was in the same category list? I said fine, fly me home. I was sending emails back-and-forth of our experience and what was going on at this resort. I was upset in how we were misled by the travel agent and your company. In order to fly home, it was going to cost us more money, so we decided to talk to the manager of the hotel directly.
The hotel manager, Engred, realized how distraught and unhappy we were. To make a long story short, Sunday, the manager, told us she would check the reservations to see what other sister resort they had that they could move us to at no cost as a courtesy. At this time it was good news because I was on medication due to nerves. On Monday we were moved to Dreams Tulum that was a much larger resort and a accurate classification of a 4 1/2 star resort.
We did have to pay for a taxi to bring us to the other resort. When we drove up it was much nicer and comparable to the other resorts I had been to and comparable to the other resorts that should have been originally in the list. This resort was definitely a 4 1/2 stars.
When we got there, reservation offered us a room upgrade for an extra $50 a night. I explained to her that I would like to see the two rooms first. With the room upgrade it would include a swim out, free spa entry, and something else I can't recall. The receptionist also knew the issues we had at the other resort and she said the room upgrade would also be free of children and quiet. When I got to the room with the swim out I called the front desk and asked if the swim out connected to the pool. I was told yes. (I’m sure that was just a miscommunication) I asked if she would be willing to do the upgrade for $25 a night instead of $50. She checked with the supervisor and said they weren't able to do that so I told her that was fine that we would stay in the original room. As we were waiting for our luggage, we realized how hot the room was, but just figured it would take a little while to cool down. The receptionist called us back and said that the supervisor was willing to do it for $35 a night so I accepted it. I was told I would have to come down to the front desk and make the payment first and then they would switch me to the room. When I got down there to pay for the room upgrade all the other amenities were taken away, we were only paying for the room itself, and we couldn't get anything else that was mentioned earlier. I was about to decline because I thought that was a bait and switch, but decided to go ahead and do it anyway, because I thought it was cool to have a swim out that would lead to the pool area. I also mentioned to the front desk that the room we were originally in that, I thought something was wrong with the air-conditioner because it was very hot in there and was blowing, but it wasn't cool. She thanked me for letting her know and that she would check in on it. When we got to the upgraded room we changed into our swimsuits immediately and to our disappointment the swim out just went around in a square. It was also full of children's toys and kid’s clothes lying all around this supposed adult only location. I called back to the front desk and told her that's not what we thought we were getting to just put us back in the original room. When we got back to the room it was still hot and called front desk again and maintenance came. (Obviously they never went to check it when I mentioned it to her at noon when we arrived) Maintenance said that the thermostat was just set wrong. We got dressed and decided to go to the pool. Stayed at the pool for a few hours and decided to come in and get dressed and go to dinner and see what was available at the rest of the resort. The room was still hot so we called the front desk again to have maintenance come look at it while we were at dinner. We decided to have dinner at the French restaurant. Both my husband and I had identical meals, except for the entrée and the appetizer. Which consisted of fish and seafood which he had a bite of each. When we got back to the room it was still hot. When we called the front desk (this is the 4th time now) they said they would move us to another room. When we got to the second room it smelled like sewer. The bellhop was still there so he called immediately to switch rooms again. Finally we got to a room that had an air-conditioner that works. But guess what, hot water doesn't work in this one and the water from the tub that comes out is low-pressure. How is that for a spa tub? Hot water didn't work in the shower either barely warm. At this point we were exhausted and decided to deal with it in the morning.
We proceeded to get ready for bed it was a long day due to all the issues we had dealt with, and I was ready to just have a good time. I was looking forward to venturing out in this resort and seeing everything it had to offer. There were a few misadventures when we first arrived, but they were willing to make it better. Not sure where all the miscommunication was or if maintenance really knew what they were doing.
Almost immediately getting settled into the new room my husband had severe diarrhea. I gave him some Pepto and he started feeling a little better. Whatever it was he was able to get out pretty quickly. That is always an immediate sign of something bad that was eaten. To my surprise two hours later I began to have the same issue, only mine was worse. I was up all night vomiting and diarrhea. I had to get my husband to call the Front desk and ask if there was a doctor available. I was told she was an hour away, but she would be coming. When the doctor got there I was severely dehydrated and she recommended being transported by ambulance to a hospital to get fluids through an IV. She asked me to get my insurance in order. I explained to her that I purchased an extra travel insurance that covered this medical emergency. I pulled up my booking Email through Cheap Caribbean that listed the Oncall Insurance. For almost 2 hours we called the numbers listed but could not get through. (in the meantime the doctor gave me a shot to stop the diarrhea nausea and some antibiotic’s) We finally called Cheap Caribbean and someone gave us another direct number. We were told that we had to pay upfront and that we would be reimbursed. They sent documents immediately on our email to submit a claim. We showed this to the resort doctor. She told us the closest hospital was 30 miles away in Playa del Carmen. The ambulance came to get me. (As all this was going on there were two maintenance guys that came in to try to fix the tub, my husband also got to talk to one of the maintenance guys because my husband is a builder and one of the maintenance guys told him they didn't get a chance to do the required maintenance that was necessary during their off-season which is why they were having a lot of trouble)
On the ride there the EMT could not even get an IV in my arm nor did the blood pressure machine work. When we got to the hospital the EMT made my husband go into deal with payment arrangements. But first the ambulance wanted $1,700. We confirmed with him $1,700 American dollars or pesos and he said American dollars. We explained to him we didn't have that type of money but we had this insurance that would cover it and all he needed to do was call and make a claim. My husband went in the hospital with the insurance emailed paperwork, and the number for the hospital to call directly, and they said that they never could get through to anyone to confirm insurance. Meanwhile, I am in this ambulance with severe cramps and dehydration. The hospital refused to see me without upfront payment, my husband is arguing on the phone with a representative from the ambulance company that does not understand the situation. The ambulance would not take me back to the resort and almost wouldn't let me out of the ambulance and tried to keep my passport. We told them they would get paid but that the bill would have to be submitted to the insurance company, which we gave them all the information. My husband even told the insurance company on the phone before we left that this needed to be approved, that's why we were calling to get all this information before I was transported.
We had to take a taxi back to the resort, I’m barely hanging on but my fear and anger has given me an adrenaline rush which made me come to life for a bit. We tried to call Cheap Caribbean back several times. Do you know how hard it is to make a call from Mexico to the states!! When we finally got a hold of Cheap Caribbean, we told them we needed the next flight out, but to our surprise, their computer system was down and couldn't help us. I had to call United directly and we were able to get a flight out the next morning at 8 o'clock.
We had to leave the resort at 3:45 in the morning for a transport back; my husband went to check out the night before so there would be no issues. To our surprise there was a $600 upgrade fee from one hotel to another on our bill. My husband spoke to the manager of the resort to let him know all the issues that I had transpired since we arrived in Mexico on Saturday. Tell me why one 4 1/2 star supposedly hotel would charge for an upgrade to another 4 and half star hotel, which tells me the original resort is not a four and a half star and they're considered a low-grade hotel by this new hotel that we were transferred to. The manager didn't realize all the issues and of course waived the fees. He then explained the issues with the doctor and the transportation of ambulance and not being seen. The manager of the resort explained that there was a hospital only 5 miles away; the doctor did this because she works at that hospital at Playa Del Carmen (in other words a money racket). Why would you transport someone 30 miles away when there's a hospital 5 miles away, being in the condition I was in?
Not sure how I'm going to handle this going forward but, someone is responsible for all these mishaps and what I dealt with and the refusal of help from Cheap Caribbean. But now after everything that has transpired and the severity of the situation, I'm all of a sudden getting emails from the insurance company and Cheap Caribbean….sorry guys it's too late, but you should've helped me day one as a unsatisfied customer, especially being a frequent customer.

deposited 1,483.51 for a trip that was a little bit over 5,000 dollars back in july.
The guy was pretty quick to get off the phone and book the trip..to make the long story short.. Me and my gf couldnt go to the trip because her dad passed away during that time. We called in cheapcarribean..and this is where the nightmare started. They didnt want to give us any kind of refund, any kind of sympathy, they seemed like ..hey "it wasnt my dad" type of thing.. I had to go get my bank involved and for 3 months reviewing a case which seemed absurd to me. I wouldve provided DEATH certificate,provided written statements and notes, as to why I couldnt go to this trip..and nothing seemed to help. BEWARE..STAY AWAY FROM THESE PEOPLE CHEAPCARIBBEAN.COM !! They never ever mentioned once that there was no refund no matter what... so I ask myself..lose a customer that takes 4-5 trips a year....making them money... just because they couldnt refund me a deposit for 1,483 for a trip I never took because a death in the family.? STAY away guys! stay away from cheapcaribbean.com I hope the Revdex.com or consumer affairs or any laws SHUT them down . their policy sucks! They seem to be a SCAM! go to travelocity or expedia..anywhere except cheapcaribbean.com Cheap [redacted] m[redacted]!

Review: RE: BOOKING ID [redacted]

THE INTENT OF THIS LETTER IS TO FILE A COMPLAINT TO THE ABOVE REFERENCE BOOKING NUMBER FOR TRAVEL FROM [redacted] TO PUNTA CANA DOMINICAN REPUBLIC ON APRIL 20TH 2013 AND RETURNING ON APRIL 27TH, 2013 STAYING AT THE [redacted]. HOWEVER WE DID NOT GET TO STAY FOR THE ENTIRE TRIP AND HAD TO RETURN EARLY ON APRIL 23, 2013 (TWO DAYS INTO OUR TRIP) LIKE UNDERCOVER PEOPLE ON THE RUN FOR SAFETY ...... FOR OUR LIVES!!!

OUR RESERVATIONIST MADE NOTES IN OUR RESERVATION ASKING FOR ANY COMP UPGRADES SUCH AS: KING SIZE BED, BEST POSSIBLE ROOM AND VIEW ANY AND ALL COMP UPGRADES WOULD BE APPRECIATED…..ETC……UPON OUR ARRIVAL AND CHECKING IN WE ASKED FOR ANY OF THESE UPGRADES AND WE WERE TOLD NO I AM SORRY WE DON’T HAVE ANY AVAILABLE. WE PROCEED WITH OUR CHECK IN PROCESS. WE ARE THEN SUDDENLY TOLD COME WITH ME….. LEAVE YOUR LUGGAGE RIGHT HERE IN THE LOBBY AND FOLLOW ME. WE GET TO THE ROOM IT IS A SUITE. THE MANAGER WAS THE ONE THAT TOOK US INTO THE SUITE. HE THEN MADE US “A DEAL” RIGHT NOW ONLY…. YOU HAVE 5-10 MINUTES TO MAKE UP YOUR MIND IF YOU WOULD LIKE TO UPGRADE TO THIS ROOM IT WILL COST YOU $400.00 US AMERICAN DOLLARS CASH!!! THIS CAN’T GO THROUGH THE FRONT DESK AND YOU CAN’T USE YOUR CREDIT CARD. WE DECLINED HIS OFFER AND SAID WE DID NOT HAVE THAT KIND OF MONEY. THIS IS AN ALL INCLUSIVE VACATION ALREADY PAID FOR AND THIS WAS ASKED FOR ON THE RESERVATION AS A COMP. HE CONTINUED TO PRESSURE US FOR MONEY MONEY MONEY. WE GAVE IN AND GOT THE UPGRADE FOR A FEE OF $300.00 US AMERICAN DOLLARS PAID IN CASH. AFTER THIS PROCESS WE DISCUSSED THIS AND HOW WE FELT AND FELT THAT IT WAS WRONG AND THAT IT SHOULD HAVE BEEN A COMP OR DONE THRU THE COMPUTER AND BE ABLE TO USE OUR CREDIT CARD FOR THE UPGRADE. THIS WAS VERY SHADY.... AND EXACTLY WHAT LEADS TO THE HUGE HUGE HUGE PROBLEM TO FOLLOW.

AFTER DINNER ON MONDAY NIGHT (APRIL 22ND OUR SECOND NIGHT THERE) WE WENT INTO THE BAR AREA AND NOTICED MOST ALL OF THE GUEST TRAFFIC GOING INTO ANOTHER ROOM SO WE WENT TO SEE WHAT WAS GOING ON. THERE WAS A SHOW GOING ON AND WHEN WE GOT UP TO LEAVE AND NOTICED ANOTHER SET OF DOORS LEADING INTO THE CASINO, SO WE THEN WENT INTO THE CASINO. WHEN WE ENTERED THE CASINO A YOUNG WOMAN GREETED US AT THE DOOR AND SAID THAT THEY HAD A NEW GAME IN THE CASINO AND GAVE US $20.00 EACH IN COMPLIMENTARY CHIPS TO PLAY THE GAME AND ESCORTED US TO THAT TABLE (NOT LIKE WE HAD MUCH OF A CHOICE). THE DEALER SAID THAT THE GAME WAS EASY AND HE WOULD SHOW US HOW TO PLAY. WE PLAYED THE GAME BY THROWING A CUP FULL OF SEVEN RED [redacted] INTO A WOODEN WHEEL SIMILAR TO ROULETTE, AS THE [redacted] DROPPED INTO THE VARIOUS NUMBERED HOLES THE DEALER WOULD SPIN THE WHEEL TOWARDS HIMSELF SO THAT HE COULD “QUICKLY” COUNT THE [redacted] AND GOT THE TOTAL AND THEN SWEEP UP THE [redacted] AND PUT THEM BACK IN THE CUP. HE WOULD TAKE THE TOTAL THAT HE COUNTED AND WRITE IT DOWN ON A PIECE OF PAPER SAYING…… OH……. THIS IS GREAT YOU ARE GETTING HIGH NUMBERS AND YOU WANT TO GET UP TO 50 BECAUSE THEN YOU WIN THE “JACKPOT” SO HE CONTINUES TO TELL US ABOUT THE GAME AND TELLS US TO KEEP ROLLING THE [redacted] INTO THE WHEEL, WHICH HE WOULD COUNT AND THEN TELL US WHAT NUMBER IT WOULD ADD UP TO AND SAY WELL THAT IS GREAT NOW ITS DOUBLE OR NOTHING …….. SO THE BET WOULD DOUBLE AND THE JACKPOT WOULD DOUBLE……. WHAT I AM TRYING TO SHOW IS THAT YOU ROLL HE COUNTS AND PICKS UP THE [redacted] AND THEN YOU KEEP GETTING DOUBLE, DOUBLE, AND IT JUST KEEPS INCREASING IN THE AMOUNT OF MONEY YOU ARE GOING TO WIN. NOW THE BIG KICKER HERE IS THAT WE HAVE NOT PUT ONE PENNY OF MONEY ON THIS GAME…… WE NEVER ONCE HAD ANY MONEY OR A CREDIT CARD IN OUR POSSESSION…… MATTER OF FACT I DIDN’T HAVE ANYTHING WITH ME AT ALL NOT MY WALLET, PURSE … NOTHING AND NEITHER DID MY FINANCE. HE ONLY HAD MONEY IN HIS POCKET TO TIP AFTER DINNER. WE HAD LEFT EVERYTHING IN OUR SAFE IN THE ROOM. SO THIS CONTINUES ON AND ON AS WE ARE JUST HAVING A “TRIAL RUN” OF THIS GAME (SO WE WERE TOLD). WHEN IT GETS UP TO AROUND $5000.00 IN THE BET AND A JACKPOT IS SOMEWHERE AROUND $62,000 HE THEN ASK FOR OUR CREDIT CARD. WE BOTH LOOK AT EACH OTHER IN COMPLETE SHOCK KNOWING WE DON’T HAVE THAT KIND OF MONEY NOR WOULD WE BET THAT KIND OF MONEY ON ANY GAME!!! THEY THREATEN US THAT THEY NEED OUR CREDIT CARDS AND IDENTIFICATION. AT THIS TIME I EXCUSE MYSELF AND GO TO THE RESTROOM IN THE CASINO AND GOT SICK AND ACTUALLY THREW UP. THIS IS NO JOKING MATTER AND IS A MAJOR SCAM THAT LITERALLY MADE ME SICK!!! MY FINANCE WENT UP TO THE ROOM TO GET OUR STUFF OUT OF THE SAFE BUT WE ARE BOTH IN SHOCK AS TO WHAT ARE WE GOING TO DO!!! THEY TAKE MY ID AND CREDIT CARD AND MAKE A COPY AND THEN TRY AND RUN MY CREDIT CARD(WHICH I NEVER GAVE PERMISSION TO DO SO) WHICH WAS DENIED. THEN THE DEALER GOES ON AND MAKES A CHECK LIST OF WHAT I AM SUPPOSED TO DO THE NEXT MORNING. HE TELLS ME THAT I AM TO CALL THE COLLECT NUMBER ON THE BACK OF THE CARD BECAUSE THEY WILL TAKE THE PHONE CALL AND WILL TAKE IT FAST BECAUSE WE ARE OUT OF THE COUNTRY. HE TELLS ME TO TELL THE CREDIT CARD COMPANY TO “UN-BLOCK CARD” AND “THAT I AM GOING TO BE MAKING A LARGE TRANSACTION THAT NIGHT” AND THAT ADVISE THE REP I AM OUT OF THE COUNTRY….. THESE ARE HIS WORDS EXACTLY AND I HAVE THEM WROTE DOWN ON PAPER THAT HE GAVE ME IN HIS WRITING…….."" SOUNDS LIKE HE HAS DONE THIS OVER AND OVER AND ALL OF THE REVIEWS WE WERE READING WERE TELLING US TO RUN FOR YOUR LIFES AND TRY AND GET OUT OF THE COUNTRY BEFORE YOU ARE THOUSANDS AND THOUSANDS OF DOLLARS SCAMMED...... HE STAPLES UP THE PAPER AND TELLS ME NOT TO OPEN IT OR TO TAMPER WITH THE PAPER THAT IF THE STAPLES ARE REMOVED FROM THE PAPER IT WILL BE NULL AND VOID THE AMOUNT WE COULD WIN BUT NOT THE AMOUNT WE WOULD OWE (THIS IS CRAZY) …... WE GO TO OUR ROOM AND DISCUSS WHAT HAS JUST HAPPENED IN A MATTER OF 20 MINS OR LESS. WE SAY TO EACH OTHER WHAT ARE WE GOING TO DO? WE DIDN’T FEEL THAT WE OWED THEM ANYTHING BECAUSE WE WOULDN’T HAVE EVER PLAYED ANYTHING LIKE THAT WITH REAL MONEY NOR DID WE EVEN HAVE ANY MONEY OR CREDIT CARDS WITH US AT THE TIME OF PLAYING THE SO CALLED "TRAIL RUN" WE FELT THREATEN….. THREATEN FOR OUR LIFES. WE FELT THAT WE WOULD BE GOING TO JAIL IF WE DIDN’T COME UP WITH THE MONEY. SO THEN WE GOT ON THE INTERNET AND GOGGLED …..SCAM AT [redacted]….. JACKPOT ROULETTE ETC …. AND FOUND TONS OF REVIEWS WHAT A HUGE SCAM THIS IS AND THAT OTHERS FELL VICTIM OF THIS AND EITHER PAID THOUSAND AND THOUSANDS OF DOLLARS ON THEIR CREDIT CARDS OR WAS IN FEAR OF THEIR LIFES AND HOW THEY WERE THREATEN AND TOLD THAT THEY WOULD NEVER LEAVE THE COUNTRY…….... EARLY IN THE AM MY CREDIT CARD COMPANY CALLED ME AND ASKED ME IF WE TRIED TO MAKE A CHARGE AND I EXPLAINED THE SITUATION TO THEM. WE SAVED AND SAVED TO BE ABLE TO AFFORD TO GO ON THIS TRIP AND WE ONLY HAD 2 DAYS THERE BEFORE WE FOUND OUR SELF IN THIS BIG MESS AND SCAM. WE FELT LIKE WE HAD TO FLEA THE COUNTRY JUST TO GET OUT OF GOING TO JAIL OR WHO KNOWS WHAT ELSE COULD HAVE HAPPENED. WE MADE THE BEST DECISION THAT WE COULD. EARLY ON TUESDAY MORNING WE BEGAN TO DISCUSS THIS SITUATION AGAIN AND TO FIGURE OUT WHAT WE WERE GOING TO DO. WE FELT WE HAD NO OTHER CHOICE BUT TO LEAVE AND TO LEAVE AS FAST AS WE COULD GET OUT OF THERE. WHILE MY FINANCE WAS PACKING UP OUR SUITCASES AND GETTING ALL OF OUR STUFF READY. I WAS ON THE COMPUTER TRYING TO GET AIRLINE TICKETS OUT OF THE COUNTRY AS SOON AS POSSIBLE. I HAD TO GET EVERYTHING ARRANGED ON LINE AND THEN CALL MY CREDIT CARD COMPANY BACK AND GET THEM TO LIFT THE HOLD ON THE CREDIT CARD SO THAT I COULD PURCHASE OUR PLANE TICKETS. I HAD ONLY TAKEN ONE CREDIT CARD WITH US FOR EMERGENCIES AND THIS WAS THE CARD THAT THE CASINO HAD TRIED TO RUN A HUGE AMOUNT ON AND THE CREDIT CARD COMPANY HAD DECLINED IT. SO ONCE I HAD THE INFO ON THE COMPUTER AND THE BANK ON THE PHONE I WAS ABLE TO PURCHASE THE PLANE TICKETS A LITTLE SHY OF $1000.00. GOING THROUGH CUSTOMS, WHICH WAS SCARY AS COULD BE THINKING THAT SOMEONE IS GOING TO COME UP AND GRAB YOU AND SAY EXCUSE ME BUT YOU CAN’T LEAVE THE COUNTRY UNTIL WE COLLECT THIS HUGE AMOUNT OF MONEY THAT WE HAVE SCAMMED YOU FOR. MY FINANCE WENT DOWN TO THE LOBBY AND MADE ARRANGEMENTS WITH THE TRANSPORTATION COMPANY THAT WE ALREADY HAD RESERVATIONS WITH TO LEAVE ON THE FOLLOWING SATURDAY BECAUSE WE ONLY HAD $29.00 AND NO CREDIT CARD NOTHING ELSE.... WE ARE STUCK IN A FOREIGN COUNTRY WITH $29.00 HE TOLD THEM THAT HE HAD GOT A CALL FROM HOME AND THAT HIS FATHER HAD PASSED AWAY AND THAT WAS WHY WE WERE LEAVING SO ABRUPTLY. WE DID NOT CHECK OUT OF OUR ROOM WE JUST TRIED TO BE AS LOW PROFILE AS WE COULD BE AND GET A RIDE TO THE AIRPORT BECAUSE AT THIS TIME WE WERE RUNNING FOR OUR LIFES!!! SO HERE WE ARE 2 DAYS INTO OUR VACATION, THAT TOOK US OVER A YEAR TO SAVE FOR AND WE OUR LEAVING 5 DAYS EARLY WITH VERY LITTLE MONEY ON US AND NO CREDIT CARD TO FALL BACK ON FOR ANY TYPE OF FEE, FOOD, ANYTHING AT ALL NOT EVEN AN EMERGENCY. WE HAD TO FLY FROM PUNTA CANA INTO [redacted] WITH A APPROX 4 HOUR OVERLAY AND THEN INTO [redacted] AT 11:15 PM WITH A 2 ½ HOUR DRIVE AHEAD OF US WHEN WE GOT THERE. WHEN IN FEAR OF YOUR LIFE AND THINKING YOU WOULD NEVER BE LEAVING THAT COUNTRY YOU BEGIN TO THINK DIFFERENT. TO EXPLAIN WHAT I MEAN IS TO SAY WELL IS IT WORTH STAYING IF WE WOULD HAVE NOT MADE IT OUT OR MADE IT OUT ALIVE OR HOW MUCH MORE WOULD IT HAVE COST US? WE ARE NOT STUPID HOWEVER WHEN SOMETHING LIKE THIS HAPPENS IT DOES EMBARRASS YOU AND MAKES YOU FEEL LIKE YOU DON’T WANT TO ADMIT THAT YOU FELL VICTIM TO THIS KIND OF ACT. HOW DOES THIS HAPPEN AT A RESORT THAT HAS A 5 STAR RATING? WE STILL ASK EACH OTHER THIS QUESTION OVER AND OVER AND WE KNOW THAT WE MADE THAT RIGHT CHOICE. YOU CAN’T GO TO THE CASINO AND TALK TO THEM, YOU CAN’T GO TO THE HOTEL MANAGER (ONE THAT HAS ALREADY PROVED HE IS SHADY) YOU CAN’T GO TO ANYONE. THEY ARE ALL IN IT TOGETHER. SEVERAL OF THE REVIEWS WE HAD READ SAID THAT THE CASINO AND HOTEL ALONG WITH THE POLICE ARE ALL IN IT TOGETHER. AGAIN I WILL SAY THIS IS A HUGE SCAM AND WHAT A TERRIBLE FEELING TO HAVE, TO MAKE PLANS AND TALK ABOUT A VACATION THAT IS LIKE A DREAM COMING TRUE TO ONLY TURN INTO A NIGHTMARE THAT YOU HAVE NO CONTROL OVER AND FEEL LIKE YOU ARE DOING WHAT YOU HAVE TO DO JUST TO STAY ALIVE. IT HAS CAUSED MUCH PAIN AND ANGER AND SO MANY OTHER EMOTIONS. NO ONE LIKES TO BE THREATEN OR SCAMMED OUT OF THOUSAND AND THOUSAND OF DOLLARS OR TO LOOSE A VACATION THAT HAS COST US OVER $4000.00 ALREADY. THIS HAS BEEN A NIGHTMARE…… A NIGHTMARE THAT I WOULD LIKE TO SEE AN END TO AND STOP THESE DOMINICAN PEOPLE FROM DESTROYING ONES VACATIONS OR COSTING THEM THOUSAND OF DOLLARS. WE WERE SCAMMED AND THREATEN FOR OUR LIVES!!! CAN I STRESS THIS ENOUGH???? THREATEN FOR OUR LIFE!!!Desired Settlement: We would like to be able to take our vacation that we never got to take!!! We would like to go some where other than Punta Cana because we DO NOT FEEL SAFE TO GO THERE. We are not asking for our money back we are just asking for what we paid for!!! They don't even have to reimburse us for the additional $1000.00 out of our pocket to get another flight out of the country (which I think they should) but we would be willing to accept hotel credits (a special that they printed on our reservation that started 3 days after we were supposed to leave, a new marketing special, because we asked them while we were there if we were eligible for this hotel credit, it was credits to the spa or to excursions while staying there, etc and also "CREDITS TO THE CASINO" NO THANK YOU...... I DON'T WANT ANYTHING TO DO WITH THE CASINO ANYWEHRE!!! Why print this special on our paper documents if it didn't apply to us? So to sum it up. WE WANT A 7 DAY VACATION THAT WE HAVE PAID FOR AND $1000.00 OF RESORT CREDITS TO THE SPA AND EXCURSIONS OR to be able to take 2 of our 4 children with us. This trip cost us a lot of money and we have NOTHING to show for it other than a lot of planning, saving, stress, pain, anger and FEAR....FEAR....FEAR!!!! I really would like to see them just make this right. It's not like it is going to cost them any money to make this happen. We have already paid for it and paid more than the average price.

Business

Response:

We

apologize for the delay in our response as we await a reply from the [redacted] regarding our clients said issues encountered in destination. Our response will be posted once we recieve a full report from the resort.

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:

I have already been told this from Cheap Caribbean. We I contacted them several times before filing a complaint with the Revdex.com I got the same response from them. Then when I kept calling and calling I finally got an email saying they are not responsible for what the resorts do etc .....etc.... . That they are just a travel agency etc..... and that the Resort would have to be the one to make things right. etc.

So, NO I DO NOT ACCEPT THIS RESPONSE...... I CAN SHOW YOU WHAT THEIR RESPONSE IS GOING TO BE AS WELL.

I AM NOT GOING TO GIVE UP. I WILL BE CONTACTING OTHER BUSINESS AND GETTING AN ATTORNEY IF NEEDED. I WILL NOT ACCEPT THE WAY WE WERE TAKEN ADVANTAGE OF AND HOW THEY BULLIED US INTO FEAR FOR OUR LIVES. THEY NEED TO MAKE THINGS RIGHT AND I WILL NOT GIVE UP UNTIL THEY DO. I WILL KEEP ON CONTACTING THE PROPER CHANELS AND FOLLOWING ANY AVE'S I HAVE TO, TO MAKE SURE THIS PROBLEM IS RESOVLED. THEY NEED TO PROVIDE ME WITH A VACATION THAT I PAID FOR.

THANK YOU FOR YOUR HELP

Regards,

Business

Response:

The resort fully reviewed the situation in which the client stated

they encountered. The [redacted] has notifies us and apologizes for the inconvenience.

They have offered our clients a 3

night refund as well as a 4 night comp stay at any of their [redacted] properties. The clients have since been contacted and advised of the

agreement offered. Client was appreciative of the offer.

Again we sincerely apologize for the inconvenience they

encountered. We thank the clients for letting us know of their experience and appreciate

their patience as we worked towards reaching an agreeable resolution.

Review: Sewerage odor in the rooms and hallways, Air Condition in room not working, Mold and mildew odor in restaurant, broken sharp edge outside of lobby entrance, cut leg, We have a disability and asked for 1st floor but was put on 3rd floor, no elevators,Staff was friendly until we did not buy time share. We spent our whole first day being showed a time share which was not included in our package. Birds eating the food in the restaurant and staff not replacing it. We asked for a bigger cart but my fiancé had to ride on my lap.Desired Settlement: 1421.37

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 May 27, 2014 The

clients purchased round trip airfare

from EWR to POP for 4 night stay at [redacted] Resort and Spa

and Round Trip Airport Transfers and Standard [redacted] Insurance protection The

clients purchased this vacation for August

10th and August 14th at a total cost of

$1421.37

Package cost breakdown is as follows: $332.00 – Hotel ($XX per night) $1034.20 – Airfare $56.00 – Transfers $99.17- [redacted] Insurance

Protection $-100.00 – Promo $1421.37 Total Package During the online booking process the client is read the terms and

condition. If these Terms are not agreed to then the booking is not processed

and the credit card is not charged. “By

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

travel packages are governed by the p Terms

of Use appearing on our website as posted at

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

must agree

before you proceed with the booking. In review of the reservation: The clients called on May 27 looking for deal around a budget

price. The agent gave the clients some options and they settled on [redacted] Resort and Spa and agreed to all terms and conditions of the

vacation package Terms and Conditions attached. We had no communication with the client while in destination. On 8/18 upon their return the clients wife called to discuss their

experience and expectations while at [redacted]. She expressed her concerns as mentioned in her statement. We spoke about each issue and how they went

about resolving these issues with the resort. The client mentioned that they needed a room on the first floor.

However we advised her that this was not mentioned in the conversation with the

agent when booking nor noted on page 3 of her travel documents under

"Special Requests". Only mention made was a need for a king bed in

the booking call with the agent and as noted. Had we know of their

specific needs for a room on the 1st floor we would have made

certain to have added this request to make their stay more comfortable.

Attached are the clients travel vouchers. The client did mention in the call to us that the resort did offer

to move them to their sister property next door after they were made aware of

their concerns to a one Bedroom Suite. However the clients declined the offer

due to the proximity of the room location to the pool and restaurants. The client remained in the room as received

at check in. We spoke about the timeshare presentation they attended. Advised

this is not a requirement nor did they need to attend. This is purely an option

offered by the timeshare company on property. We apologized for the

inconvenience in which they felt to encountered. Once again, we reiterate are sincere apologizes the resort did not

meet the clients expectations. It’s difficult to resolve some issues once the

client has returned from their vacation and the services have been rendered as

explained to the client. Again, the best

way to resolve these types of issues is to address them first with the resort while in

destination. It’s easier to show or expresses what is wrong and what the client

wants made right, right then and there. If satisfaction is not reached we then

suggest of course contacting us from destination for further assistance. As a

gesture of good faith we offered the client $200 in Sun Dollars (which has been

added to their CheapCaribbean account) to apply towards future booking with

CheapCaribbean.com. This offer was accepted by the client. Our aim is always to provide the best service and we hope that

they will give us another opportunity to prove this. No further

compensation is being offers at this time. All services are rendered in full.

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.

Regards,

Review: I planned a trip with my girlfriend, her mother and grandmother. My girlfriend's mother had to cancel her trip about 2 weeks before we were to leave for a promotional opportunity at work. We had purchased the trip protection through Cheap Caribbean doing business as [redacted]. Under the insurance guidelines up to 75 percent of the trip should have been refunded. Upon trying to cancel the reservation for one person now the entire trip was being effected. The person sharing a room with the canceling party was now being charged more, for going from a double occupancy room to a single occupancy room. This was the first red flag. If a room was already paid for I wasn't sure why we needed to pay more for the same exact room. We were told it would be an additional $234.40 which was then charged to my [redacted] on 9/8/13 after speaking with an agent from Cheap Caribbean.

My girlfriend's mother received a check last week from [redacted] which was not 75 percent of her total trip. We called [redacted] to see what we could do about the refund and they explained to us that the airfare was the only portion submitted for refund. The agent from [redacted] told us that after whatever cancellation fees Cheap Caribbean incurred at an undisclosed amount, the check she received was the 75 percent.

Our next step was to call Cheap Caribbean and understand the issue and try to resolve it. The agent we spoke with informed us there were no cancellation fees. The fact was $1,000.00 of the total trip per person which was $1409.00 was transferred over to the grandmother's trip portion covering the additional costs of going from the double to single occupancy, plus the $234.40 I was already charged previously. We spoke with the supervisor on duty [redacted] who reviewed the calls previously made and reached out to us the next day with the same information. I feel the agents we spoke with prior to [redacted] were not forthcoming with the information we needed to make a wise consumer choice. Had we known that one persons trip would double we would not have agreed to that arrangement. We were under the impression that my girlfriend's mother would get 75 percent of her total trip back between [redacted], Cheep Caribbean or combined. The agents at Cheap Caribbean were misleading and did not explain the allocation of our charges properly.Desired Settlement: Refund of 75% of the total trip cost for one person minus the $300 that [redacted] had refunded us totaling approximately $800.00

Business

Response:

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

CheapCaribbean.com: