CheapCaribbean.com, Incorporated

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will be considered satisfactory to me upon refund to the account I have not seen the refund post as of yet
Regards,
*** ***

In further review of the situation our position remains the sameThank you

class="MsoNormal" "MARGIN: 0in 0in 0pt">Per our records;
We advised Jackie that since she was filing a claim in order for us to refund her for the airline tickets she would need to send us Allianze denial letterWe then spoke to Allianze 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:
From: Customer Care
Sent: Thursday, March 10, 3:PM
To: ***@***.com
Subject: AIR REFUND***BOOKING # ***
Re: Booking #***
Dear *** ***,
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 Jet Blue 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 $447.00, as that is equal to the refund amount in which we received from Jet Blue Airlines regarding your reservationThis amount will be refunded to the card on file ending in ***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 institutionWhile 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! Warm Regards,
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

[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: ***
I am rejecting this response because: while the times of the phone calls are correct that isn't not how it was put to us , also everything advertised about the hotel was inaccurate.
Regards,
*** ***

At the time purchase we sent the client an email and vouchers attached which included the details of their reservation and deposit program. This information also includes their flight detailsAt this time our postion does remain the same as the reservation was purchased as chosen by the client at the time of booking,

After review of the case, the following actions were taking by CheapCariibean.com:
• The client booked a reservation online on 3/12/
The client purchased round trip airfare from CAK to MBJ, night stay at the *** *** *** Montego Bay
The client purchased this vacation for
passengers to travel 5/9/thru 5/14/15at a total cost of $
A trip cost breakdown is as follows:
$1498.60Hotel ($per person per night)
$1730.44Airfare
$Transfers & Resort fee & Taxes
$Total Package
• During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and ConditionsIf 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 $per-person fee, a $per-ticket 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
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
Per our records the client contact us on 6/to inquire about the charges and the following responses given:
FROM CLIENT:
From: ***@cheapcaribbean.com [mailto:***@cheapcaribbean.com]
Sent: Tuesday, June 30, 3:PM
To: CheapCaribbean Reservations; Shawn Yount
Subject: Online Reservations Services: Credit Cards and BillingCustomer first name: ***
Customer last name: ***
Customer email: ***@***.com
Customer phone: ***
Customer booking no (optional): ***
Message topic: Credit Cards and Billing
Message: Good Afternoon, As discussed, please credit my *** Credit card ending in *** for the unauthorized charge in the amount of $dated April 15, For your reference the charge is CC *CHEAPCARIBBEAN.COM *** PA $ ***Thank you, *** ***
***
TO CLIENT:
On Tue, Jun 30, at 4:PM, CheapCaribbean Reservations wrote:
***,
As discussed previously, this was a charge to change passengers ($change fee + cost of new ticket= 548.55) for a total of $
The last we heard on this, you were going to dispute charges directly with Jason as apparently he provided you a different quote
Sincerely,
Cheapcaribbean.com Reservations | www.CheapCaribbean.com
FROM CLIENT:
From: *** *** [mailto:***@***.com]
Sent: Friday, July 03, 12:PM
To: CheapCaribbean Reservations
Subject: Re: Online Reservations Services: Credit Cards and Billing
After speaking with my attorney, please provide me with the receipt of this transaction as I had only authorized the $to be charged to my *** CardWe are very disappointed, I was recommended by the others in our group of to travel through Cheapcaribbean, of which take vacations through Cheapcaribbean 2-times a yearWe had a very enjoyable vacation but ever since this, we are beginning to wish we wouldn't have traveled through Cheapcaribbean
***
FINAL EXPLAINT TO CLIENT:
From: Customer Care
Sent: Friday, July 03, 1:PM
To: ***@***.com
Subject: RE: CheapCaribbean Booking ***
***,
Your reservation has been forwarded to the Post-Travel Customer Care department at CheapCaribbean.com for further assistance
In order us to maintain excellent customer care, CheapCaribbean.com records every agent’s telephone calls with our customersI have reviewed the telephone call that took place on April 14, (when you had formally made the passenger change)Please be advised that, after my review, it has been determined that no errors were made with our customer service agent
On April 11, 2015, you had contacted our offices (from the telephone number ***) to inquire on changing passengers on this bookingAt that time, you were advised that the resort’s policy was that this could not be permitted, but that we would contact the resort to review this
On April 14, 2015, an outbound call was placed to your same number (***) and by the same agentThe agent advised that we did receive confirmation from the resort that they had provided approval for the passenger changeOur agent advised that there would be a $CheapCaribbean.com fee for the passenger change but that names on airline tickets could not be changedOur agent advised that the passenger being cancelled would receive an airline credit less penalty and that new passenger would have to purchase a new ticket in their nameYou had advised to our agent that *** *** was being removed from the booking and that *** *** was being added to the booking
Our agent then placed you on hold and priced out the new ticketOur agent advised that the new ticket was pricing at $With the $CheapCaribbean.com fee, the total to make the change would be $Our agent asked if you would like to make the change; you replied “yes”Our agent then asked if you would be paying with the credit card on file; you again replied “yes”
Our agent then asked for you to verify the last four (4) digits of the credit card on file as well as the expiration dateBoth pieces of information were verified properly by yourselfOur agent then proceeded to read our verbal terms and conditions for change and payment, which advises:
“By making this (change/payment) today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on the website as posted at www.cheapcaribbean.com/terms.jspPlease note that the entire amount of $will be charged to your credit card and once charged, it is non-refundableDo you agree to these terms and conditions?”
You had then provided verbal consent to the $charge being made to your credit card on file, which is a *** card ending in ***For your records, we have provided the below receipt for this charge
Warm Regards,
Customer Care Department
Office: ###-###-####
Fax: ###-###-####
Department Hours: Mon-Fri 9:00am-8:00pm EST
Email: [email protected]
The client in this case is fully responsible for this chargeAll services that the client purchased was a renders in full per the Terms and Conditions that the client clicked and agreed to during the online booking process
Once again, we reiterate our sincere apologizes for any difficulties they may have encounteredOur aim is always to provide the best service and we hope that they will give us another opportunity to prove this
@cheapcaribbean.com>

In Review:
Our clients received travel documents at the time of booking (see vouchers attached, page 6-8) that includes an outline and a link to the policy provided
In part it reads on the travel documents, page 6-7)
The Cheap Caribbean Travel insurance benefits are underwritten by ***
Casualty Insurance Company, Columbus, OH; NAIC #***, (all states except as
otherwise noted) under Policy/Certificate Form series ***In CA, HI, NE, NH, PA,
TN and TX Policy/Certificate Form series *** and ***In IL, IN, KS, LA,
OH, OR, VT, WA and WY Policy Form #'s *** and ***Certain
coverages are under series *** and ***
Assistance services are provided by On Call International
To view a summary of the terms, conditions and exclusions, please click on the link
below:
http://www.cheapcaribbean.com/documents/***/Cheap_Caribbean-standard_***_2015.pd...⇄ /> If you have any questions or need to initiate a claim, please contact our program
administrator at ###-###-####
Within the policy (See attached: http://www.cheapcaribbean.com/documents/***/Cheap_Caribbean-***_2015.pdf ) it states:
Page 5:
Part BMedical Protection Medical Expense/Emergency Assistance Benefits
We will pay this benefit, up to the amount on the Schedule, for the following Covered Expenses incurred by you, subject to the following: 1) Covered Expenses will only be payable at the Usual and Customary level of payment; 2) benefits will be payable only for Covered Expenses resulting from a Sickness that first manifests itself or an Injury that occurs while on a Covered Trip; 3) benefits payable as a result of incurred Covered Expenses will only be paid after benefits have been paid under any Other Valid and Collectible Group Insurance in effect for youWe will pay that portion of Covered Expenses which exceed the amount of benefits payable for such expenses under your Other Valid and Collectible Group Insurance
Page 11:
Other Valid and Collectible Group Insurance means any group policy or contract which provides for payment of medical expenses incurred because of Physician, nurse, dental or Hospital care or treatment; or the performance of surgery or administration of anesthesiaThe policy or contract providing such benefits includes group or blanket insurance policies; service plan contracts; employee benefit plans; or any plan arranged through an employer, labor union, employee benefit association or trustee; or any group plan created or administered by the federal or a state or local government or its agenciesIn the event any other group plan provides for benefits in the form of services in lieu of monetary payment, the usual and customary value of each service rendered will be considered a Covered Expense
Payments or Deposits means the cash,
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
Our position at this time remains the same

The reason that I have rejected the two night refund for $is as follows.
Cheapcarribean.com is not the company that is issuing the refund, which they should, they verbally informed me of my vacation package, with the VIP status, once on the vacation property I was informed that this is not the caseThe resort approved a two day refund due to the fact that I checked out and left the propertythis is not the caseI purchased another vacation package using ***.com that had all the amenities that cheapcarribean,com promised me but did not deliverIt is not like the hotel lost money on me they actually made more money due to the fact that the *** package was more expensive.
I am not asking for a refund of my flight, transportation, and rooms, I am just looking for a refund of the six nights due to the fact that the package was falsely sold, and to correct the issue, after multiple attempts over *** with cheapcarribean.com and local with the resort to resolve the issue I personally had to take issues into my own hands and buy the proper package from a more expensive site

At this time our position remains the sameNo further compensation is offered as services were received, accepted and rendered by the clients

I booked a trip to the Dominican Republic at the Coral Costa Caribe Resort and had no problem! Everything and everyone was wonderful and had no problems! The waiters/waitresses, bartenders at the pool bar, especially Cesar (AWESOME), coordinator *** (AWESOME), front desk employees were (AWESOME) and were soooo accommodating to your every need! Sure the rooms are a little dated, but how much time do you spend in the room? I did research before I booked! I will use Cheap Caribbean again! You can't expect miracles! Do your homework!! Did I mention AWESOME??

We advise all clients to check their flight schedule within hours of departure as in our terms and conditions.Should the clients be advised of an offer from the airlines we ask that they contact us directly with written confirmation or verbal agreement of the amount. As noted on clients document; See full Terms and Conditions here.CheapCaribbean.com, Incand its affiliates are not liable for 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 fromServices are provided "as is" without warranty of any kindCheapCaribbean.com, Incand its affiliates have no liability and will make no refund in the event on any delay, cancellation, overbooking, schedule change, lack of proper ID, strike, force major or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing or acts of government or authorityCheapCaribbean.com is not responsible for schedule changes issued by the airline or for a customer's lack of proper ID which can result in denial of boarding.*terms and conditions attachedOnce 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 At this time our position remains the same

[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: ***
I am rejecting this response because:
The issue is NOT if the resort did well by moving us to the ***Yes, the *** is a little better but neither the *** or the *** are remotely close to being a 4-star resort, as advertisedTHAT is the issueWe felt deceivedWe paid for an expected 4-star (4-sun, interesting designation) experience and we got, at best, a 2.5-starAlso, interesting why is that if we were to be moved to a real 4-star (as advertised) like we requested such as the ***, the difference in room price/night was over $200/person (at our cost)if these resorts (*** and ***/***) were of comparable "4-Sun" quality, wouldn't the prices be similar? Also, why is that most people (if not all) that buy this package end in the ***...? I am sorry but I feel deceived, defrauded, cheatedAnd cheapcaribbean should assume responsibility for what they advertise instead of trying to shift it to the *** resort as I did not buy a vacation package directly from the ***I bought it from cheapcaribbeanUnfortunately I will not do business with this travel agency again nor will I recommend it to anyoneVery very sad experience. Regards,
*** ***

In review:
1/our client contacted requesting to add on a night to his reservation as he wanted to arrive a day earlier to avoid weather conditions that might impose delays or cancellation
We added a night, sent the resort the reservation and charges his card on file
2/the client
contacted us to say he was also charged for the one night when checking out of the resort
3/the resort contacted us after their full review they found they had charged the guest in error
They sincerely apologized and authorized us to refund the clients directly in the amount of $
A refund was then processed in the amount of $to the clients credit card on file
The client was then contacted and advised of the resolution
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

">After review of the case, the following actions were taken by
CheapCaribbean.com:
The client booked a vacation with a
CheapCaribbean.com representative on 2/25/
The client purchased round trip airfare from STL
to CUN for night’s stay at *** *** *** and Enhanced
Insurance
The client purchased this vacation for 8/29/
and 9/2/15to travel X at a total cost of X
A trips a costs breakdowns is as follows:
$Hotel ($XX per night)
$Airfare
$Transfers
$*** Enhanced Insurance
$Total Package
Deposit
$
Balance Due
During the
online booking process the client is read the terms and conditionsIf 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
documentsChanges 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 changeUpon
cancellation, a credit towards future travel will be issued for the balance
remainingYou have purchased ***’s Enhanced “Cancel for Any Reason” insurance
as part of this package, which includes hurricane and weather protectionThis
policy is nonrefundable after hoursCancellation using the Cancel for Any
Reason Plan must take place at least hours prior to departure, and pending
approval from ***, you will be issued a reimbursement check equal to 75% of the
amount paid, less the price of insuranceYour confirmation documents will
include a link for *** 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 dateIt 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 travelFinally, Federal law prohibits the carriage of certain hazardous
materials aboard aircraft in your luggage or on your person and could result in
a fineVisit www.tsa.gov and click on “prohibited items” for more information
The client reservation was reviewed in full:
Client booked and agreed to our
non-refundable terms as stated above.
The client purchased the Enhanced Insurance (cancel for any reason)
5/client called and wanted to
cancel and advised the agent they would be filing a claim
Later that same day we have
remarks in the booking that the client called us again (on 5/27) stating the
*** denied her claim and which time we explained that we would need their
denial letter in order for us to verify and offer her a CheapCaribbean.com
Future Credit. To date we had not received
the denial letter from ***
6/we contacted *** to verify
the claim was denied and was informed the client was emailed forms on May 29,
2015. They had not hear back from the client
so the also mailed a claim form to her on June 9, They also advised when
inquiring that a claim has not been filed as of todayNo claim denied
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

After review of the case, the following actions were taking by CheapCariibean.com:
• The client booked a reservation online on 6/15/
The client purchased round trip airfare from 7/30/to 8/4/15, night stay at the *** *** *** *** * ***
The client purchased this vacation for
passengers and herself to travel 7/30/thru 8/4/at a total cost of $
A trip cost breakdown is as follows:
$Hotel
$Airfare
$ Insurance
$Transfers
$7388.46Total Package
• During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and ConditionsIf 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 $per-person fee, a $per-ticket 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
Charge Now: $USD
Charge on XX/XX/XX: $USD
Total Price: $USD
Total Price: $USD
I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions
Per our records:
The following email and explanation was sent to our client when inquire about coverage and process:
From: Customer Care
Sent: Tuesday, August 18, 11:AM
To: '***@***.com' ; '***@***.com'
Subject: *URGENT*: CheapCaribbean.com booking #*** *** Insurance Claim
*Importance: High
Booking # ***
Dear *** ***,
Your credit card company contacted us to advise that you are disputing the credit card charge of $for the *** Insurance policy premium for the *** *** vacation that was purchased on June 15,
Please be advised that if you or a passenger is seeking reimbursement for medical coverage you will need to work directly with *** to file the insurance claimAny entitled reimbursement will be issued to each passenger by *** in the form of reimbursement checks for the covered amountThe insurance premium will not be credited because these services are being utilized in full since an insurance claim has been filedUpon contacting ***, they confirmed that a claim had been initiated under the passenger Talar Aydin and claim forms were sent to the email, ***@***.com on August 11, *** also advised that these claim forms need to be completed and returned to *** with any documentation necessary to support the claimOnce all information is received it can take to weeks for a claim to be reviewed by *** for coverage
Please note that any reimbursement that you are entitled to per the insurance policy parameters will not be issued as a refund to your credit cardThe Terms and Conditions of the purchase with CheapCaribbean.com state that the purchase was nonrefundable and no store credit voucher or refund will be issued in the event that an insurance claim can be filedAny reimbursement will be provided by *** based upon the claim information that was submitted as well the policy coverage that was purchasedAny questions regarding coverage should be directed towards ***A link to the full policy was included in the receipt issued at purchase as well as during the online purchase processThis information can be viewed here:
http://www.cheapcaribbean.com/documents/***/Cheap_Caribbean-standard_TPP.pdf
Please be advised that you must first contact your credit card company and have them lift the charge back as *** will deny your claim if there is a pending charge disputeIf you should have any further questions, contact *** directly at ####-###-####
The client is fully responsible for this chargeThe client purchased this vacation online where details where clearly postedThe client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking which state that changes could be made at any time and services would be rendered “as is”
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
**Terms and Conditions attached

We apologize for our previous response as the client did indeed book with an agentIn further review: the client at the time of booking did indeed indicate that there would be four passengersWhen it came time to give the names and DOB the client was unable to do so as the information was on her husband’s phone. The agent advised to ensure accuracy of names and DOB, and to avoid and change fees in making a correction later, it was in their best interest to book when knowing the correct informationThe client did request that the passenger be added to the bookingThe agent advised, not knowing when the clients would be calling back to make the booking, that they would need to make a separate booking as pricing could varyThe client agreedWe are sorry if this caused the client any inconvenienceAgain, we reiterate our sincere apologizes for any inconveniences they may have encounteredOur aim is always to provide the best service and we hope that they will give us another opportunity to prove thisTerms and Conditions attachedAt this time our position remains the same

After review of the case, the following actions were taking by CheapCariibean.com:
The clients booked a reservation online on 9/5/
The clients purchased round trip airfare from to PHL to FPO, night stay at the *** *** *** All Inclusive Beach
The clients purchased two
reservation #= pax and #= Pax to travel 3/29/thru 4/2/at a total cost of & $
A trip cost breakdown is as follows:
#- passenger
$Hotel
$Airfare
$Transfers
$Insurance (pax covered, pax opted not to take the insurance)
$ Deposit
$3465.65Total Package
#- #passenger
$Hotel
$Airfare
$Transfers
$Insurance
$ Deposit
$Total Package
During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking not a processing and the credit card not a charging.
Our Terms specifically state:
This vacation is nonrefundable and nontransferable
Changes or cancellations will be charged a $per-person fee, a $per-ticket 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
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
3/29/12:16am client contacted us while in destination due to an incident with other guests at the resortWe emailed the resort at this time to provided assistance and also to see if penalties can be waived for early check out
3/30/3:42pm the passenger mother’s call to get a status of the situation. We advised we were waiting on a response from the *** to see if early check out penalties could be waived. Was asked if she know if the girls filed out an incident report with the resort. She was not aware they hadShe mentioned that one of the girls had an injuredThe agent then transfers her to the insurance company for further assistance
3/30/4:49pm Agent then spoke to the client, they think the resort is unsafe. They did file an incident report and they were requesting to move to another propertyThe other guests have already checked out of the resortAdvised that *** *** was waiving the early check out penaltyWe advised the client that we had confirmed availability with *** ResortQuoted them an additional $to moveThey refused to pay itThey wanted to come home, but refused again to pay the change fee or the difference in costWe also advised being the resort had waived penalties we could offer a refund for the unused nights. This way they had he option in looking for another resort themselves, but again they refused this option.
3/30/at 5.55pm the agent had the client and the mother on a way callThey were displeased with the options provided: buy a flight home for tomorrow, relocate themselves and we can refund for the unused night at the ***. The client request to speak to another agent and after placing her on hold the call disconnectNo further call back from the client or her mother at this time
3/31/an email was sent to the clients outlining option available:
Reservation ID ***
To: [email protected]; 11:AM
Good Morning,
This is a follow up email to our conversations yesterdayPlease be advised that we can move you to a different resort, the *** Grand Bahama and waive the $50/person change fee for the move, but you will be responsible for any additional cost for the new resortAlso, we can price out new flights for you to come home earlier then your scheduled flight on Sunday but the $200/person change fee and any additional price for the new fare will applyWe can also refund you for the unused nights if you decide to check out from the *** *** *** beach, and you can find a resort on your own to stay at until Sunday
Please let us know if you would like to proceed with any of the above options
Sincerely, CheapCaribbean.com Reservations
Email response from client:
From: *** *** [mailto:[email protected]]
Sent: Saturday, April 02, 11:AM
To: CheapCaribbean Reservations Subject: Re: Reservation ID ***
I have a question, why when we asked if the travel insurance would cover us going home early we were informed no? According to your documents you sent to us it states if there's a medical issue we are entitled to have anytime trip cancellationIn addition our friend was made to pay the hospital over $for her hospital visit to get a cast for her broken wrist and had to pay for transport for there and was told she's be reimbursedIs this correct? I've attached the paperwork that states your policy
CheapCaribbean.com’s response;
From: CheapCaribbean Reservations
Sent: Saturday, April 02, 11:AM
To: '*** ***' Subject: RE: Reservation ID ***
Good afternoon,
We had been informed that there was a fight, and that was how the injuries occurredIf you would like to contact the insurance company and see if this is covered, the phone number is ###-###-#### or ###-###-####.CheapCaribbean.com cannot say what will or will not be covered, but you are more than welcome to pay the price to come home early and then file a claim with the insurance company and they can make a decision based on their policies as to wither they will reimburse you or not
Thank you Office: ###-###-#### Fax: ###-###-####Email: ***
No further assistance was requested from client at this time
The client is fully responsible for this charge. The client purchased this vacation online where the insurance policy information on coverage was provided prior to purchaseThe client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking. All remaining services that the client purchased was a renders in full per the Terms and Conditions that the client clicked and agreed to during the online booking process
Please see the attached documents including the Travel Document, the Terms and Conditions and *** Standard Insurance coverage that where agreed to by the client at the time of booking
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

After
review of the case, the
following actions were taking by CheapCariibean.com:
The
client booked a reservation online 11/10/
The client purchased round trip airfare from PHL to NAS, night stay at the *** *** *** Resort
The client purchased this vacation her and her
husband to travel 2/- 2/for a package price of $
A trip cost breakdown is as follows:
$Hotel ($per person per night)
$Airfare
$100.80Transfers & Excursions
$Total Package
During
the online booking process the client was required to "Click and
Agree" to our nonrefundable Terms and Conditions. If these
Terms are not agreed to then the booking not a processing and the credit
card not a charging.
Our Terms specifically state:
“Changes to dates, destinations, hotel, air
itinerary, 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 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.”
Upon return from their vacation the clients contacted us
We had no prior knowledge
of their issues while in destination to assist our clients further or
possibly even possibly relocate them to a different property if necessary
We do include all our contact
information in our travel documents for client to reach us in destination
and available hours a day days a week.
After reviewing our
clients said issues on behalf of our clients we contacted the resort for
further review
On 3/12/we received their
response with a one night refund offer of compensate for our mutual client
CheapCaribbean.com processed
the offer in the amount of to our client’s card on file and
notified the client of the resorts offer
All serviced were proper provided by the airlines
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

size="3">After review of the case, the
following actions were taking by CheapCariibean.com:
The
client booked a reservation online on April 8,
The client purchased round trip airfare
from LGA to SDQ night stay at the *** *** *** ** ***
The client purchased this
vacation for passengers to travel 5/13/thru 5/17/at a total cost
of $
A trip cost breakdown is as follows:
$
Hotel
$
Airfare
($-100.00) - Promo Discount
$1195.30Total
Package
During
the online booking process the client was required to "Click
and Agree" to our nonrefundable Terms and
Conditions. If these Terms are not agreed to then the booking not a
processing and the credit card not a charging.
Our Terms specifically state:
“Changes to dates,
destinations, hotel, air itinerary, 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, Incand 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.”
Reservation reviewed:
Client called on April to cancel her reservation stating
medically she was unable to fly
The reservation was reviewed and no insurance was purchased
with the package
The agent then advised the client that there would be a $
per person fee to cancel with CheapCaribbean.
She was told that the airline penalty to cancel was $per person
At this date no resort penalty would be imposed for the
cancellation of the resort
No changes made to the reservation
On May 5th the client called to cancel and the agent went
over fees imposed for the cancellationAt this time we offered to waive the CheapCaribbean.com
cancellation fees The client was also
advised of the cancellation fees of the airline and this time of the resort
(with hours of cancelling night penalty.
Advised client we had no control over what penalties are imposed by the
resort or airlines In review of the
call the call went silent and the client hung up the phone. No changes made to the reservation
Clients have not informed us of their desire to cancel. After checking with the resort and airline it
appears the clients no showed and full penalties now apply as outline in our
Terms and ConditionsAt this time no value or credit remains to offer to our
clients
Per
our Terms and Conditions:
If you are considered a No Show
for any portion of the reservation a 100% penalty will be assessed and no
refund or credit will be issuedIf you do not use one of the flights in your
reservation the airline will cancel the remaining itineraryYour credit card
will be charged whether you use or do not use the services purchased, including
partially used services
The client at this time is fully responsible for this
charge. The client clicked and agreed to are nonrefundable Terms and
Conditions at the time of bookingPlease see the attached
documents including:
Terms
and Conditions agreed to by the client at the time of booking
Travel
Vouchers that were issued to the client
If the client
has any further questions or concerns they may contact me directly. I can be reached at *** extension
***
Our aim is always to provide the
best service and we hope that they will give us another opportunity to prove
this

In review: An email was sent to the clients email address on file (same address their travel documents were sent to at the time of booking) on 2/notifying them of the change02/20/7:29:PM Agent send voucher to customer As per our travel documentation we also advised clients
to check their flight schedule hours prior to departure for any current changes Per our records it appears that client will need to speak to the airlines regarding any refund offers that can be offered in this case. We sent the client the following email on 5/and advised them to contact us if confirmation of a refund was offered by the airlines in this case: TO CLIENT: From: Customer Care Cheap Caribbean Sent: Friday, May 12, 9:AM To: '***@***.com' Subject: AIRLINE ISSUES***BOOKING # ***: Booking # *** Dear *** ***, We are very sorry to hear of the issues that you experienced with your *** *** charter flightIt is always our goal to provide our customers with the best vacation at the best price and we want nothing more than for you to enjoy your vacations with CheapCaribbean.comIt is unfortunate when circumstances beyond our control occur, and we certainly do regret any inconvenienceUnfortunately, these complaints will have to be addressed directly with the airlineHere is the email address:*** If the airline refunds a portion of your flight, the refund would be processed through Cheapcaribbean.com as we are the credit card holderPlease contact us with the amount the airline has refundedAny refunds of your baggage fees would be refunded to your credit card, since you would have purchased the baggage fees directly through *** ***Again, we apologize for any inconvenience, Warm Regards, 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