CheapCaribbean.com, Incorporated

We personally reach out to the client today see if there is anything further we can assist them with to rectify the situationShe 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

[To assist us in bringing this matter to a close, you must give us a reason why yo Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

I had the same experience as some of the others on this site It is definitely a bait and switch operation that I am surprised is still in business Reviewed deals on-line for a trip to Mexico As soon as I called to book the trip the airfare prices went up over $ In addition to that, the very next day after I booked my trip I had fraudulent credit card charges on my account I had to shred my card, get the bank to reverse the charges and wait for a week to get another card Something just isn't right with this company

Below is our review of the situation: Friday 8/7/called from ###-###-#### Client calls to inquire about a vacation package Client inquires about a trip for passenger - client is looking online at flights – discuss [redacted] flight option and time $if I was to select first flight option [redacted] that’s lessPricing out currently at $ Towards the end of the call after speaking about several room options, airlines options and dates of travel the client is interested in a room at the resort that isn’t currently showing availability The agent advised she will email the resort for availability Client then advises the agent she’ll call her husband at work to review flights option and pricing Client advises she is call the agent back in minutes Agent advised there are only seats left on the charter- [redacted] and would need to move quickly (cheaper flight) to secure the flights The agent advised she is going to put the air on temporary hold and email the resort in the meantime We have not records of any calls made to us beyond this point until Monday August 11, from ###-###-####: On Monday the client husbands calls saying they did not hear back from agent and they are unable to reach the agent they spoke to on Friday Client says the agent on Friday was waiting on a response from the resort to confirm a swim up room that was not seen as an option on our website The client advised he now sees the flight cost increased– said his wife left numerous voice messages Agent advised that Connie in not in today Client at this point says his wife was waiting for a call her back from the agent Client said his wife advised she had called the agent twice, the second time giving her after passport information and advised to go ahead and book [redacted] in review of all calls there was no second call reported to agents extension or to CheapCaribbean.com from 8/to 8/ Agent advises the client she will build a new package for his dates of travel to get an idea on pricing options - there was also an option to price match for better pricing - agent does apologies at this point and advises they will have a call review done at the request of the client The agent advises the client she has received the review of the call and recaps the following: His wife called on Friday she said that the site was not given her option for the swim out room for those days of travel she was seekingAgent said we don’t have it available and would request availability from the resortClient then said she would call her husband at work and call her back in minutes The agent then advises that there was no second call made from the same number Clients disputed this fact No further discuss made and the client ending the call Once again, we reiterate our sincere apologizes for any difficulties they may have encountered Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this

After review of the case, the following actions were taken by CheapCaribbean.com: The client booked a vacation with a CheapCaribbean.com representative on 10/5/16The client purchased round trip airfare from PHL to PUJ for 4 night’s stay [redacted] The client purchased this... vacation for 2 passengers to travel 3/10/17 – 3/19/17 at a total cost of $1829.07 A trips a costs breakdowns is as follows:$2,205.00 – Hotel ($245.00 per night)$1,069.52 – Airfare ($534.76 per person)$3,274.52 - Total During the online booking process, the client is read the terms and conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. During the booking process the CH was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. Our Terms specifically stated: If cancellation of this reservation is requested less than 24 hours from the time of purchase CheapCaribbean.com will offer you the option of a refund to the original form of payment or retaining a credit to be used towards a future purchase. After 24 hours, this vacation is nonrefundable and nontransferable. If requesting cancellation contact must be made with an Existing Reservation Agent less than 24 hours after finalizing the purchase. CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes Changes or cancellations made more than 24 hours after purchase will be charged a $50 per-person fee, a $200 per ticket, per airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations. If cancellation is requested more than 24 hours after purchase a Future Credit Vouchers will be issued less fees and will expire one (1) year from book date Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time Services are provided "as is" without warranty of any kind CheapCaribbean.com has no liability and will make no refund in the event of any delay, a cancellation more than 24 hours after purchase, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability CheapCaribbean.com, Inc. will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed. FAA "Hazardous Materials Restrictions" - Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your person. A violation can result in five years' imprisonment and penalties of $250,000 or more (49 U.S.C. 5124). Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives and radioactive materials. Examples: Paints, lighter fluid, fireworks, tear gases, oxygen bottles, and radio-pharmaceuticals. There are special exceptions for small quantities (up to 70 ounces total) of medicinal and toilet articles carried in your luggage and certain smoking materials carried on your person. For further information contact your airline representative. Please ensure your passengers are fully aware of and understand these restrictions as a violation will result in imprisonment and financial penalties. In review of the reservation: The client was assigned Booking # [redacted] for this reservation. After the transaction was finalized a Travel Voucher Receipt was issued for the purchase to the email address, on file. This document contained all of the information that the clients needed to travel on the reservation as well as our contact information and an abridged version of the terms of the purchase. The clients were uneasy before departure about the resort’s readiness during their travel dates. The client was advised that they are welcome to alter the reservation and as a customer services gesture we would waive the change fee. The clients chose to travel to the hotel despite their hesitation. The clients chose to leave the reservation and then didn’t contact us until after being at the resort for nine days and eight nights. The client sent an email on March 18th seeking assistance with their rooms. The clients were mistakenly under the impression that they would be in an adult’s only section of the hotel, however this is not what was purchased. The resort only allowed CheapCaribbean to sell this particular room category to adults. This was due to safety reasons. But the resort informed us that if a client approached the hotel requesting this room they would have to sign a waiver accepting liability. Then a family would be allowed to use these rooms. The clients were provided with the services exactly as purchased. Again ten days and nine nights the clients were at the all-inclusive property not only utilizing the room services but also all meals, snacks, alcoholic and non-alcoholic drinks, amenities, entertainment, activities, and services. And there was no dissatisfaction reported for eight nights. As a customer service gesture the resort approved a one night refund for the clients and this was issued to the clients [redacted] on June 21, 2017. Therefore the disputed amount of $3,274.52 is a violation of issuer regulations stating that Unjust Enrichment must not occur. The client only paid CheapCaribbean.com a total of $3,029.52. The client is fully responsible for this charge. The client used all services in full as purchased and proof of satisfaction us being provided. The resort authorized a fair partial to the client. Please see the attached documents including the trip summary, resort description, the Travel Voucher Receipt that was issued to the client at the time of purchase and the Terms and Conditions. The client did disputed the charges with their credit card company. We have since been notified by the client’s credit card company that they accepted the charges and closed the dispute in our favor. Once again, we reiterate our sincere apologizes for any inconveniences they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this. All services are rendered in full.

After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on 1/11/ The client purchased round trip airfare from BUF to AUA, night stay at the [redacted] Aruba Paradise Island The client purchased this vacation for passengers to travel 1/22/thru 1/25/at a total cost of $Declined insurance A trip cost breakdown is as follows: $Hotel $604.52Airfare $Total Package During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions If these Terms are not agreed to then the booking not a processing and the credit card not a charging Please review the Terms and Conditions of your trip: This vacation is nonrefundable and nontransferable Changes or cancellations will be charged a $per-person fee, a $per ticket, per airline fee, and up to a 100% hotel penaltyA 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 authorityCheapCaribbean.com, Incand 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 days after the termination of this trip, all parties are released from further liability CheapCaribbean.com, Incwill not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed FAA "Hazardous Materials Restrictions" - Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your personA violation can result in five years' imprisonment and penalties of $250,or more (U.S.C5124)Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives and radioactive materialsExamples: Paints, lighter fluid, fireworks, tear gases, oxygen bottles, and radio-pharmaceuticalsThere are special exceptions for small quantities (up to ounces total) of medicinal and toilet articles carried in your luggage and certain smoking materials carried on your personFor further information contact your airline representativePlease ensure your passengers are fully aware of and understand these restrictions as a violation will result in imprisonment and financial penalties In review: 1/client called to cancel her reservation due to weather, offered alternative flight option which were declined Advised we would reach out to the resort to see if the resort was willing to waive cancellation fees due the weather related cancellation 1/the client called for a status update on her cancellation and requested we added noted that she didn’t want a credit but rather a refund 1/later that day we received a response from the resort willing to waive cancellation fees The airlines also waived their feesDue to our non refundable policy agreed to at the time of booking we issued the client a “full” CheapCaribbean.com Future Credit in the amount of 1622.32, due to expire January 11, Please see the voucher attached 1/client called on 1/demanding a refund Explained per the terms she agreed to a future credit was issued The following email was sent to the client; From: CheapCaribbean Reservations Sent: Monday, January 25, 4:PM To: XXXXXXXX Subject: CheapCaribbean [redacted] Good evening, We have tried to reach you by phone and was not able to leave a messageWe are very sorry to hear you were not able to travel due to the unfortunate snow stormWe are glad to see that the resort and airlines will not be charging any fees for the cancellationPlease note, Cheap Caribbean is a non refundable company and unable to refund you in full for the reservation per our terms and conditions (link below)We do understand that the reason for cancelling was out of your control however, Cheap Caribbean does offer travel insurance for instances like thisWe have issued you a full future credit with Cheap Caribbean in the amount of $ Thank you and have a great day! The client is fully responsible for this charge The client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking Once again, we reiterate our sincere apologizes for any difficulties they may have encountered Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this

They stole from meThey are horrible

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I specifically asked multiple times while I was on the phone all days of due to this incident if the insurance would cover going homeWe were informed no because we didn't upgrade the insurance, however that's untrueThe only option we were provided was staying on the resort, transfer to another for more funds, pay our own way home and receiver no refund or find our own resort which is clearly shown by your reps on the first email you attached on this rebuttalIf we specifically asked the rep from cheap Caribbean (I encourage listening to the recorded phone calls if available) why were we told that we were not eligible to be sent home based on the insurance we receivedMultiple times this was asked and multiple times we were informed no! By the time I was informed to contact the insurance company it was be day the one party went home? I don't understand or appreciate being told that it wasn't covered even though she was injured, told we didn't purchase that option and to essentially shell out more money that we didn't have to try to get home? Unacceptable as had my questioned of been answered honestly and my complaint taken seriously we could've avoided further medical issues that our on traveler hadShe is now going to have to have surgery possibly for neglect of handling this appropriatelyIf anything we should atleast be refunded anything after the first day of staying at this incident happened the night we arrived, you were notified immediately and we were denied immediatelyI asked several times for another member of management in which I was denied several times as well as I was told there was no one else availableAgain, listen to your phone records Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: These conditions we're not offered at the time of my booking and were sent via email after payment had been madeI am requesting $in reimbursement for flight change since this was a cheaper flight at time of bookingI spoke with [redacted] customer service who advised that when significant flight changes are made, monetary differences are reimbursed to the travel agentsThis was not passed on to the customer Regards, [redacted]

After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on August 16, The client purchased round trip airfare from ATL to MBJ, night stay at the [redacted] *** [redacted] The client purchased this vacation for passengers to travel 9/25/thru 10/3/at a total cost of $ A trip cost breakdown is as follows: $Hotel $Round Trip Airfare $Transfers $Total Package [redacted] Client opted not to purchase travel insurance with the package at this time During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions If these Terms are not agreed to then the booking not a processing and the credit card not a charging Our Terms specifically state: “Changes to dates, destinations, hotel, air itinerary, etccan be made at any time for a Change Fee of $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 errorsIn particular, Cheapcaribbean.com, Incand 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 suppliersHotel 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, Incor its affiliatesAll such information, software, products, and services are provided "as is" without warranty of any kindCheapCaribbean.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-infringementThe carriers, hotels and other suppliers providing travel or other services for CheapCaribbean.com, Incare independent contractors and not agents or employees of CheapCaribbean.com, Incor its affiliatesCheapCaribbean.com, Incand 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 fromCheapCaribbean.com, Incand 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 authorityIn no event shall CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of, or in any way connected with, the use of this web site or with the delay or inability to use this web site, or for any information, software, products, and services obtained through this website, or otherwise arising out of the use of this website, whether based on contract, tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers have been advised of the possibility of damages.” 9/we received a call that our client’s flight was delayedAt this time contacted the resort to request a shift in dates 9/ although it took longer than expected for the resort to respond a confirmation was received this morning with approval to shift dates by the resortWe attempted to contact the client by phone to advise but it appeared they were in transit We left them a voice message on their phone and also sent them the following email Email to client: From: CheapCaribbean Reservations Sent: Saturday, September 26, 11:AM To: 'sgadst' Cc: [email protected] Subject: RE: - Shift in Dates APPROVED Importance: High Good morning, The shifts are now confirmedYou will be checking in today, September and checking out October Amstar has been advised of the below flight itinerary and the revised manifest (shown below) has been sent to the resortArriving: into MBJ on 9/at 1:pm on US 826.Departing: MBJ on 10/at 12:pm on US 869.Thank you for your patience and have a great weekend Warm regards, Shana It appeared that the client was aware of the changes offered by the resort since we’ve received no further correspondence from the client during or after their travels Once again, we reiterate our sincere apologizes for any difficulties they may have encountered Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The business in question is in effect a travel agency but all they did was book the tip and make promises that were not keptI do not want this to get to a legal action and am trying to work this out amicablyI relied on Cheap Caribbean to provide me all of the information about the resort I was going to and to make my accommodations match my request The hotel issues we had like water with feces in it flooding our room is a hotel problemResort staff stealing pairs of headphones which also happened is a resort problemMe requesting adjoining rooms and not getting them is a travel agent problem as is not putting my children in seats next to me on a flightWhat I am asking for in return is some partial refund for a small percentage of a trip which is fair given what we went through and our our trip genuinely was reduced in level of enjoymentNot having nightlife because we didnt have an adjoining room is a big dealMissing out on certain restaurants because we didnt know about dress code restrictions is a big deal Cheap Caribbean is the Sheppard of a family's expensive vacation and need to take its role more seriouslyThis seems like nothing more than a cash grab to me Regards, [redacted]

My family and friends, booked a trip to StThomas this past July Cheap caribbean falsely advertised on their website for the Dreams Resort in StThomas They sdvertised several amenities thst were not available When questioned they denied any accountability on their part even though ghey were responsible for the website advertisement They have not been helpful at all in rectifying the situstion Too many things to put in a message But we did post our utter dissatisfaction of Cheap Caribbean and Dreams StThomas on Trip Advisor

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, The clients purchased round trip airfare from EWR to POP for 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 $ Package cost breakdown is as follows: $ – Hotel ($XX per night) $– Airfare $– Transfers $99.17- [redacted] Insurance Protection $-– Promo $Total Package During the online booking process the client is read the terms and conditionIf 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 documentsPlease note that once I submit your reservation, the entire amount will be charged to your credit cardOnce charged, it is non-refundableChanges to or cancellation of your reservation will incur a $per person fee, plus any applicable air and resort penalties and any increase in price resulting from the changeUpon 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 coverageThe Standard illness and injury coverage is available for purchase up until 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 dateYou the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchaseLastly, it is your responsibility to ensure that you have the proper documents to enter, connect through, or stop in the destinations on your itineraryCheapCaribbean.com is not responsible for denied boarding due to improper documentationPlease note, it is your responsibility to confirm your flights directly with the airline hours prior to travelDo 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 looking for deal around a budget priceThe 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/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 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 SuiteHowever 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 attendedAdvised this is not a requirement nor did they need to attendThis is purely an option offered by the timeshare company on propertyWe apologized for the inconvenience in which they felt to encountered Once again, we reiterate are sincere apologizes the resort did not meet the clients expectationsIt’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 destinationIt’s easier to show or expresses what is wrong and what the client wants made right, right then and thereIf 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 $in Sun Dollars (which has been added to their CheapCaribbean account) to apply towards future booking with CheapCaribbean.comThis 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 timeAll services are rendered in full

Complaint: [redacted] I am rejecting this response because: I did not book this reservation onlineI called cheapcaribbean.com, not luxury BahiaAll responses have been generic and Cheapcaribbean.com has failed to take responsibility for their own business practicesAlso, as I stated we booked with four people and the reservation was split up on cheapcaribbeans.coms side Regards, [redacted]

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

After review of the case, the following actions were taking by CheapCariibean.com: The client booked a reservation online on 1/11/The client purchased round trip airfare from BUF to AUA, night stay at the [redacted] Aruba Paradise Island The client purchased this vacation for passengers to travel 1/22/thru 1/25/at a total cost of $Declined insurance A trip cost breakdown is as follows: $Hotel $604.52Airfare $Total Package During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions If these Terms are not agreed to then the booking not a processing and the credit card not a charging Please review the Terms and Conditions of your trip: This vacation is nonrefundable and nontransferable Changes or cancellations will be charged a $per-person fee, a $per ticket, per airline fee, and up to a 100% hotel penaltyA 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 authorityCheapCaribbean.com, Incand 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 days after the termination of this trip, all parties are released from further liability CheapCaribbean.com, Incwill not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed FAA "Hazardous Materials Restrictions" - Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your personA violation can result in five years' imprisonment and penalties of $250,or more (U.S.C5124)Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives and radioactive materialsExamples: Paints, lighter fluid, fireworks, tear gases, oxygen bottles, and radio-pharmaceuticalsThere are special exceptions for small quantities (up to ounces total) of medicinal and toilet articles carried in your luggage and certain smoking materials carried on your personFor further information contact your airline representativePlease ensure your passengers are fully aware of and understand these restrictions as a violation will result in imprisonment and financial penalties In review: 1/client called to cancel her reservation due to weather, offered alternative flight option which were declined Advised we would reach out to the resort to see if the resort was willing to waive cancellation fees due the weather related cancellation 1/the client called for a status update on her cancellation and requested we added noted that she didn’t want a credit but rather a refund 1/later that day we received a response from the resort willing to waive cancellation fees The airlines also waived their feesDue to our non refundable policy agreed to at the time of booking we issued the client a “full” CheapCaribbean.com Future Credit in the amount of 1622.32, due to expire January 11, Please see the voucher attached 1/client called on 1/demanding a refund Explained per the terms she agreed to a future credit was issued The following email was sent to the client; From: CheapCaribbean Reservations Sent: Monday, January 25, 4:PM To: XXXXXXXX Subject: CheapCaribbean [redacted] Good evening, We have tried to reach you by phone and was not able to leave a messageWe are very sorry to hear you were not able to travel due to the unfortunate snow stormWe are glad to see that the resort and airlines will not be charging any fees for the cancellationPlease note, Cheap Caribbean is a non refundable company and unable to refund you in full for the reservation per our terms and conditions (link below)We do understand that the reason for cancelling was out of your control however, Cheap Caribbean does offer travel insurance for instances like thisWe have issued you a full future credit with Cheap Caribbean in the amount of $ Thank you and have a great day! The client is fully responsible for this charge The client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking Once again, we reiterate our sincere apologizes for any difficulties they may have encountered Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this

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 resortOn 9/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/in the amount of Once again, we reiterate our sincere apologizes for any difficulties they may have encounteredOur aim is always to provide the best service and we hope that they will give us another opportunity to prove this Thank you

size="3">After review of the case, the following actions was taken by CheapCaribbean.com: The clients daughter booked a vacation with a CheapCaribbean.com representative on 11/29/using her credit card The client purchased round trip airfare from St Louis to Jamaica for nights stay at the [redacted] and Round Trip Private Airport Transfers The client purchased this vacation for passengers to travel at a total cost of A trips a costs breakdowns is as follows: $– Hotel $– Airfare $– Private Transfers $– Standard Insurance $ – Deposit Fee $-– Promo $Total Package $Deposit $Due days prior to travel During the online booking process the client is read the terms and conditionIf these Terms are not agreed to then the booking is not processed and the credit card is not charged “By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents Changes to or cancellation of your reservation will incur a per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change Upon cancellation, a credit towards future travel will be issued for the balance remainingYou have purchased Aon’s standard illness and injury insurance, which includes hurricane and weather protection, as part of this packageThis policy is nonrefundable after hoursYour confirmation documents will include a link for Aon Insurance which can be used to view a full schedule of benefits for the policy you purchasedPlease note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit cardAdditionally, the deposit amount includes a $deposit feeThe remaining balance is required at least days prior to trip departureFuture payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoiceYou are also able to log into your CheapCaribbean.com account and apply payment prior to the due date It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due dateIn the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelledIt is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itineraryCheapCaribbean.com is not responsible for denied boarding due to improper documentationYou as the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchasePlease note that it is also your responsibility to confirm your flights directly with the airline hours prior to travelDo you agree to these terms and conditions?” - The client must agree before proceeding with the booking In review of the reservation: Client’s daughter called to make the reservation and accommodation for her and her mother, traveling with a large group to the ***, all booking separate reservations Her daughter requested a later flight after reviewing the least expensive flight options at the time of booking Client found a flight on American Airlines which was agreeable due to the departure time Knowing the client needed additional assistance while on vacation the agent advised the daughter she would notify the airlines as well as the hotel and transfer company of the needed assistance When booking transfers, and to accommodate the need for assistances private transfers were booked as the public transfer vehicle does not have access for wheelchairs Client in addition also booked standard insurance The agent reviewed all aspects of the reservation with the client, then agreed to the price and our terms and conditions before the agent charged the credit card In review of their friend’s reservation the clients contacted us weeks later and booked a different flight all together with mixed airlines & public transportation The issue that one client pays more then another depends on many variables and timing of booking We understand the clients concern with pricing: Pricing can change hour by hour or even day by day in the travel industry However once committed to the price and rates of the airlines and resort we are unable to make any adjustmentsAny alterations made after the booking would incur a feeClient contacted us weeks after her booking was made at which time no changes could be made without penalties imposed Please know we have notified all vendors and the resort of the assistance needs for the client to have an enjoyable journey to and from the resort and while on vacation Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this If the client has any further concerns she may contact me at my direct extension *** No further compensation is being offers at this time

Per our records; We advised the client that since she was filing a claim in order for us to refund her for the airline tickets she would need to send us [redacted] denial letterWe then spoke to [redacted] which told us they had only been reimbursed for their hotel expenses To date our records indicate we have be authorized by the airlines to refund the clients in the amount $ The clients were sent to the following email on March 10, 2016: Dear [redacted] , We would first like to take this opportunity to thank you for your patience while we reviewed your bookingOur goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com and we are very sorry to hear of your disappointment with [redacted] AirlinesIt is unfortunate when situations and circumstances beyond our control occur amongst the various airline carriers that we offer on our website.CheapCaribbean.com will be issuing a refund of $($Per Person)), as that is equal to the refund amount in which we received from [redacted] Airlines regarding your reservationThis amount will be refunded to the cards on file ending in [redacted] and ***Please be advised that it can take up to 7-business days for the refund to show on your credit card, depending upon your financial institution While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel All remaining services that the client purchased was a renders in full per the Terms and Conditions that the client agreed to during the booking process Once again, we reiterate our sincere apologizes for any difficulties they may have encountered Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this

The client bought a vacation from CheapCaribbean.com’s website on December 13, During this online transaction the CH purchased round trip airfare on [redacted] from Buffalo, NY to Cancun, Mexico, a five night stay at the all inclusive [redacted] Resort, Shared Round Trip Airport Transfers, and [redacted] Standard Travel Insurance Policy The client purchased this vacation passnegers to travel February thru February 18, at a total cost of $2,for all of the services that were purchased The cost of each of the services purchased is as follows: $1,– Hotel ($per person) $– Airfare ($per person) $– Airport Transfers $– Insurance Premium $2,- Total During the online booking process the client was strongly urged to purchase insurance coverage for the reservation The client was required to choose the Enhanced policy, the Standard policy, or no insurance coverage The client chose to purchase Standard [redacted] Global Assistance insurance coverage for this reservation This was outlined as providing coverage for specific cancellation reasons such as injury or illness We are providing a screenshot of this online purchase step During the online booking process the CH was required to "Click and Agree" to our nonrefundable Terms and Conditions If these Terms are not agreed to then the booking is not processed and the credit card is not charged Our Terms specifically stated: If cancellation of this reservation is requested less than hours from the time of purchase CheapCaribbean.com will offer you the option of a refund to the original form of payment or retaining a credit to be used towards a future purchaseAfter hours, this vacation is nonrefundable and nontransferable If requesting cancellation contact must be made with an Existing Reservation Agent less than hours after finalizing the purchaseCheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes Changes or cancellations made more than hours after purchase will be charged a $per-person fee, a $per ticket, per airline fee, and up to a 100% hotel penaltyA 100% penalty will be charged for No Show reservations If cancellation is requested more than hours after purchase a Future Credit Vouchers will be issued less fees and will expire one (1) year from book date Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time Services are provided "as is" without warranty of any kind CheapCaribbean.com has no liability and will make no refund in the event of any delay, a cancellation more than hours after purchase, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authorityCheapCaribbean.com, Incand 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 days after the termination of this trip, all parties are released from further liability CheapCaribbean.com, Incwill not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed FAA "Hazardous Materials Restrictions" - Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your personA violation can result in five years' imprisonment and penalties of $250,or more (U.S.C5124)Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives and radioactive materialsExamples: Paints, lighter fluid, fireworks, tear gases, oxygen bottles, and radio-pharmaceuticalsThere are special exceptions for small quantities (up to ounces total) of medicinal and toilet articles carried in your luggage and certain smoking materials carried on your personFor further information contact your airline representativePlease ensure your passengers are fully aware of and understand these restrictions as a violation will result in imprisonment and financial penalties The client was assigned Booking # [redacted] for this reservation After the transaction was finalized a Travel Voucher Receipt was issued for the purchase to the clientThis document contained all of the information that the clients needed to travel on the reservation as well as our contact information and an abridged version of the terms of the purchase After receiving the clients recent credit card dispute we reviewed the reservation and saw that we had not had any contact with the clients whatsoeverThe client never notified us that they were not traveling on the services purchased and never requested cancellation of the reservationWe reached out to the client for further information and to confirm their travel intentionsThe client advised us via email that they had “requested cancelation” with [redacted] and were filing a claim with them for reimbursementThis is the clients email: From: client Sent: Thursday, January 26, 11:AM To: CheapCaribbean Reservations Subject: Re: URGENT # [redacted] *** Chargeback Hi (agent name) I have cancelled the reservation through [redacted] Insurance, who has been very difficult to work with, and unresponsive with my claim, which is probably why you are unaware of the cancellationI want to cancel the trip indefinitely Thank you, Client Based on this correspondence we cancelled the reservation and sent the client a cancellation noticeWe advised [redacted] that no refunds or credit would be issued to the client for this cancellationThey use this information to process a customer’s claim [redacted] notes both passenger policies as having filed insurance claims for reimbursementTherefore the insurance services totaling $have been rendered in full by the passengers [redacted] ’s website also states that the client’s claims have been denied due to documentation provided Due to privacy reasons they would not provide additional information regarding the claim denied Due to the insurance claim denial the client is eligible to receive a CheapCaribbean.com Future Credit less cancellation fees, as was contracted during the online purchaseThe client would hold a CheapCaribbean.com Future Credit in the amount of $1,as well as a [redacted] credit in the amount of $per passenger in which a $per person airline fee will assessed at the time of rebookingTravel on these credit will need to be reserved and completed by December 13, We will at this time be process the CheapCaribbean.com Future Credit and will be emailing the voucher to the clients email address on file The client is fully responsible for this charge The client “Clicked and Agreed’ to our nonrefundable Terms and Conditions at the time of purchase which specifically stated that the purchase was nonrefundable, no refunds would be issued in the event of cancellation, and no refunds would be issued in the event that an insurance claim could be filedThe remaining cancelled services were nonrefundable as per the purchase contract Please see the attached Terms and Conditions Once again, we reiterate our sincere apologizes for any difficulties they may have encountered Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this No refund is offered or due as the purchase was contractually nonrefundable A CheapCaribbean Future Credit is being issued to clients at this time