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CheapCaribbean.com, Incorporated Reviews (567)

Review: Booking ID #’s: [redacted].* & [redacted].1

To Whom It May Concern:

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

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

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

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

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

We were harassed daily by women trying to give us a bunch of gifts and a “welcome breakfast”. No biggie, as we know all the resorts do this, but here it was a little overbearing, even after we had done the tour. We did, however notice how the “Privileged members” got treated much differently than the “regular” vacationers, right down to the fact that the "dress code" did not apply to them, this happened right in front of our eyes, as we were being asked to go change, the privileged member was being escorted to their seats and as I argued that fact, I was very rudely told to go change or leave! We were never told about the discrimination of having a “privileged club” on the resort, we had actually shied away from another resort because of this fact.

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

The Beaches were absolutely gorgeous! The pool was loud and very packed. All three “hot” tubs were the same temperature as the pool and most of the jets were broken! The pool bars smelled of throw up and had so many bees swarming it, they actually had to close it one day. Also, they ran out of pool towels daily and ½ the days we were there, they didn’t have bath towels for us to shower with AND they would not have “room service” bring us towels due to their negligence.

All and all, this was not the “family-friendly” resort we had hoped for, we had WAY too many issues here. We felt like we wasted the first 3 days, (half of our vacation) and multiple times after that at the lobby arguing about dinner reservations and room issues, which is not something you want to be doing on vacation. Especially not a vacation we spent all year saving for and spent almost $10,000.00 on. The most aggravating part, was the [redacted] Resort blamed everything on our travel agent, Cheap Caribbean and a lot of the issues were “their issues”, as a resort that is poorly managed and maintained, so they did not stand behind them, the people that book their resort! And Cheap Caribbean would not even return my multiple calls regarding this issue after we returned from the trip and they are the ones who told us to go here. No one is taking blame or trying to make this right for us and we are the ones who lost vacation time and paid A LOT of money to both places. Although the property looks nice, it has A LOT of maintenance issues and their customer service is horrible! We were extremely disappointed and felt very cheated, like we lost half of our vacation time and have gotten NO customer service from either the travel agent or the resort.

Sincerely,

[redacted]Desired Settlement: I think Cheap Caribbean at least owes us a phone call to discuss this horrible service we received, I do not think that is asking for a lot. They are the ones representing this resort and they are the ones who took our money and the fact they they will not even return my phone call and keep "declining" my customer review is showing me they advertising falsely because I for one read their customer reviews and used them to book our vacation and after mine being declined because it was honestly a negative experience, it shows me they pick and chose their reviews. At this point, after all the time I have wasted on vacation and trying to reach them and now contacting you, I think they should refund the 3 days of vacation time we lost because of their service.

Business

Response:

After review

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

The clients booked a vacation

with a CheapCaribbean.com representative on April 29, 2014

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

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

The client purchased this vacation for herself and 3 other

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

4797.04

Cost Breakdown is as follows with adjusted of pricematch:

$2402.40 – Hotel

($415.92 per night)

$2323.64 – Airfare

$168.00 – Transfers

$ 25.00 - Deposit

-$100.00 –

Promo

$4794.04 Total

(1228.04 per person)

During the online booking

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

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

charged.

“By

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

travel packages are governed by the p

Terms

of Use appearing on our website as posted at

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

must

agree

before you proceed with the booking.

In review of

the reservation:

We

did find that the client on this booking did indeed contact us on 7/15 to

advise us of issues while in destination and what difficulties they were

encountering. The

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

another resort or contact the resort on their behalf. The

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

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

circumstances. The

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

of her difficulties. She then

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

enjoying the rest of their vacation. The

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

apologies to the client. The

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

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

7/20 we received feedback in full the other passengers on booking [redacted]. Once reviewed we sent the following response

on 7/22:

Dear [redacted],

Thank you for contacting CheapCaribbean.com and thank you for

taking the time to provide us with this valuable feedback. Our goal is to

provide each and every client the best vacation at the best price and we want

nothing more than for you to enjoy the vacation that you booked with

CheapCaribbean.com. We are very sorry to hear of your disappointment with your

recent reservation at [redacted] Jamaica. It is unfortunate when

situations and circumstances beyond our control occur amongst the hundreds of

properties that we carry on our website. We regret any inconveniences that you

may have experienced. We have contacted the resort to inform them of the

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

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

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

are provided with the service that they expect and deserve.

As a token of our appreciation for you taking the time to let us

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

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

CheapCaribbean.com. Sun Dollars can be used up to $100.00 per new reservation

package that includes a resort and airfare. Please note that Sun Dollars are

valid for two (2) years and cannot be combined with any other promotion.

We offer a broad spectrum of properties, and there is no question

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

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

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

more positive travel experience.

Thank you again for choosing CheapCaribbean.com!

As the client

indicated they were also traveling with another reservation: Booking [redacted]. Both of these reservation accounts have been

credited with the same offer as above.

Please note

that we did receive a voice message from client on 7/21 and returned call and

left a voice message. The client did

again contact us on 7/22 the same day we responded to our clients email. No

return call was made at this time.

In regards to

the clients posting of her review: this is done by a third party organization and

has been posted to our website as of July 24.

Once again, we

reiterate are sincere apologizes the resort did not meet our clients expectations

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

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

their vacation and the services have been rendered in full.

Our aim is

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

opportunity to prove this.

No further

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

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: Cheap Caribbean's response is a sad excuse for a travel agent company! My family of 4 lost 3 whole days and they are offering me $100.00 on another $5000.00 vacation that I have to book with them??? Not happening. Cheap Caribbean has lost my business and the multiple business I have sent them! I will not book with them ever again. AND I will let everyone I know via every social network know how badly Cheap Caribbean's customer service is. Thanks for nothing! You have ABSOLUTELY NO customer service and didn't even have the common courtesy to return my 2 phone calls. We played telephone tag and your ONE call back never even contacted me in person! I am done with this case, as obviously they do not care about me or my family or the money I have spent with them, therefore, we are done doing business with them!Regards,[redacted]

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Address: 2003 S Easton Rd Ste 100, Doylestown, Pennsylvania, United States, 18901-7100

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