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 is satisfactory to me.
Regards,
*** ***

[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:Very clearly in those attached emails it states: that I never cancelled the trip according to them and the trip was still ongoing I told them I wanted 100% refund per their policy if you cancel within hours (which they deny happened) or I want to go on the trip I clearly told them if I was not getting the 100% refund, I would go on the trip because I did not want a credit because it would cost me $ They cancelled the trip regardless despite following up with an email saying I requested they not cancel itThey give me my entire amount back or I go on the trip in June If that does not happen, I have already contacted an attorney, and I will sue at that point in time.
Regards,
*** ***

"Times New Roman"">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 *** denial letterWe then spoke to *** 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 *** ***,
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 *** *** 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 *** *** Airlines regarding your reservationThis amount will be refunded to the cards on file ending in *** 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

[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:
I kept my part of the agreementI paid in full on time, called them up and confirmed a reservationCancelling my reservation days later and hiding behind the fine print is not a right way of doing businessAs I mentioned in my complain I have purchased the same room in the same hotel for a higher priceObviously CheapCarribean.com could have done that for us to keep their side of the agreementRevdex.com, please post my complain on the web to make sure that all potential customers of CheapCarribean.com fully aware that reservation made by CheapCarribean.com has no binding value at all and can be cancelled at any time ruining family vacation plans
Regards,
*** ***

All calls have been reviewedWe feel that all necessary steps were taken by CheapCaribbean.om to assist our clients while in destinationOptions where give to assist however were denied
The client booked online and received the information regarding *** coverage which includes coverage summary and a link to full coverage of the plan chosenAlso provided is ***’s phone number should the client have any further questions or needs assistance with initiating a claim
Per clients travel document:
To view a summary of the terms, conditions and exclusions, please click on the link below: http://www.cheapcaribbean.com/documents/***/Cheap_Caribbean-standard_TPP-01_2015...⇄ /> If you have any questions or need to initiate a claim, please contact our program administrator at ###-###-####
*** benefit explanation:
Insurance
*** Affinity
Travel Protection Plan - Standard Coverage
CheapCaribbean.com's Standard Travel Protection contains travel insurance benefits, including trip cancellation and interruption for specified reasons, medical coverage, trip and baggage delay benefits, baggage protection and 24-hour Worldwide Emergency Assistance Services (provided by OnCall International)It's coverage that protects you both before and during travel
This plan provides cancellation coverage for your trip and other insurance coverages that apply only during the covered tripYou may have coverage from other sources that provides you with similar benefits but may be subject to different restrictions depending upon your other coveragesYou may wish to compare the terms of this policy with your existing life, health, home and automobile policiesIf you have any questions about your current coverage, call your insurer, insurance agent or broker
The Cheap Caribbean Travel insurance benefits are underwritten by *** Casualty Insurance Company, Columbus, OH; NAIC #10952, (all states except as otherwise noted) under Policy/Certificate Form series TAHCIn CA, HI, NE, NH, PA, TN and TX Policy/Certificate Form series TAHCand TAHCIn IL, IN, KS, LA, OH, OR, VT, WA and WY Policy Form #'s TAHC5100IPS and TAHC5200IPSCertain coverages are under series TAHCand TAHC
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_TPP-01_2015...⇄ /> If you have any questions or need to initiate a claim, please contact our program administrator at ###-###-####
Benefits underwritten by *** Casualty Insurance Company, up to the maximum limits listed below:
Trip Cancellation -- Up to Total Trip CostTrip Interruption -- Up to Total Trip CostTrip Delay -- $(up to $per day)Missed Connection -- $Accident Medical Expense -- $15,000Sickness Medical Expense -- $15,000Emergency Evacuation -- $25,000Baggage & Personal Effects -- $1,000Baggage Delay -- $200Accidental Death and Dismemberment -- $25,
Worldwide Emergency Services Provided by On Call International: ***TM Travel Assistance- Arrangements for last-minute flight and hotel changes - Luggage Locator- Hotel finder and reservations - Airport transportation, rental car reservations and automobile return - Assistance locating the nearest embassy or consulate - Cash transfers, assistance with bail bonds - Weather updates and advisories, health and safety advisories- Passport requirements, currency exchange - Documents and Communication - Assistance with lost travel documents or passports - Multilingual translation and interpretation services Medical Assistance and Managed Care - Medical case management, consultation and monitoring - Medical Transportation, dispatch of a doctor or specialist - Referrals to local medical and dental service providers - Worldwide medical information, up-to-the-minute travel medical advisories, and immunization requirements - Replacement for prescription drugs, eyeglasses, contact lenses and dental appliances Emergency Services - Emergency medical and dental assistance- Emergency legal assistance - Emergency medical payment assistance
*** Affinity is the brand name for the brokerage and program administration operations of Affinity Insurance Services, Inc(TX 13695); (AR 244489); in CA & MN, AIS Affinity Insurance Agency, Inc(CA 0795465); in OK, AIS Affinity Insurance Services, Inc.; in CA, *** Affinity Insurance Services, Inc(CA 0G94493), *** Direct Insurance Administrators and Berkely Insurance Agency and in NY, AIS Affinity Insurance AgencyAffinity Insurance Services is acting as a Managing General Agent as that term is defined in section 626.015(14) of the Florida Insurance CodeAs an MGA we are acting on behalf of our carrier partner
This plan provides cancellation coverage for your trip and other insurance coverages that apply only during the covered tripYou may have coverage from other sources that provides you with similar benefits but may be subject to different restrictions depending upon your other coveragesYou may wish to compare the terms of this policy with your existing life, health, home and automobile policiesIf you have any questions about your current coverage, call your insurer, insurance agent or broker
Trip Cancellation policies and fees may varyPlease contact customer service to make any modifications or cancellations to your reservation
At this time our position remains the sameNo refund or compensation is being offered at this time

After review of the case, the following actions were taking by CheapCariibean.com:
• The client booked a reservation online on August 2,
The client purchased round trip airfare from DCA to SJU, night stay at the *** *** Golf Resort Puerto Rico
The client purchased this vacation for
*** *** and herself to travel 8/thru 8/at a total cost of $
A trip cost breakdown is as follows:
$Resort
$Airfare
$ Transfers & Excursions
($-100.00) Promo Discount
$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
Recap of resolution:
8/2/Client was contacted and left a voice message advising to contact us regarding her flight situationAdvised to contact us with hours if she choose to cancel
8/5/Client contacted us and after explaining as a gesture of customer service we did not cancel her reservation instead we keep her flights intact and advised we would, as gesture of customer service airline penalties were reduced if she indeed need to make a change to her flights prior to departure
Client at this point was upset, wanted to cancel and start overWe advised that nothing had changed to her reservation and if she wanted to cancel she had the option to file a claim as she had purchased “AON Enhanced Insurance” with coverage to cancel at any timeOr cancel and receive a CheapCaribbean.com Future CreditBoth of with she denied to do at this time
We further attempted to assist the client with options of resolution as nothing had change to her reservation and remained as she had book onlineOffered the client’s $Future Credit to apply towards an excursion of her choice or complimentary private transferClient at this point did not cancel
8/15/Client called and requested to make a change to a resort in San Juan for convenienceWe priced out a few optionsShe then agreed to make a change to the San Juan MarriottWe deduct the credit offer of $towards the change and charge the client credit card on file, with her agreement an additional $Client was sent new travel documents reflecting the change and added charges
The client is fully responsible for all charge in full per the Terms and Conditions that the client clicked and agreed to during the online booking process
Once again, we reiterate our sincere apologizes for any difficulties they may have encounteredOur aim is always to provide the best service and we hope that they will give us another opportunity to prove this
No further compensation is being offered at this time

After review of the case, the following actions were taking by CheapCariibean.com:The client booked a reservation online on 8/8/17The client purchased round trip airfare from ATL to CUN for 4-night stay at the *** *** ***The client purchased this vacation for passengers to travel 8/18/
thru 8/23/at a total cost of $A trip cost breakdown is as follows:$Hotel ($per person per night)$Airfare$56.00Transfers & Excursions($-200.00) - Promo Discount$2297.06Total PackageDuring 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: Per review: 8/client contacted in destination disappointed with sizeWe contact the resort and ask if a larger room could be offered depending on availability.On 8/the following email was sent to the client:Good afternoon!We have been informed that the resort has changed your roomIs there anything that we can assist you with? You may reply to this email or reach out to the local *** Representative and they can get in touch with us. Have a great day! 8/Upon return the client called to say they were not happy with their vacation experience8/the client sent to us his full complaints and a reply was sent to the client advising we would have the resort look into his concerns.9/We received the following reply from the resort:Our records indicate that the clients were accommodated according to their reservations, *** *** room #***, with a *** instead of a plunge poolThe guests registered that they were not happy and on the 20th we were able to move them to another room in the same category, but larger and with a private poolThe clients also registered losing one of the braceletsIt is our company policy to charge for lost braceletsHowever, as a gesture of goodwill we gave the client a new bracelet without chargePlease note that when Cheap Caribbean notified us that the clients were not happy with their room we changed them to the bigger room as soon as it was possibleThe clients were registered that the A/C was not cooling enough and that they had problems with the W/C and both were taken care of immediatelyWe also show that the clients dined at the *** *** on 8/and *** on 8/We are very sorry the hotel did not meet their expectationsWe are naturally saddened that their overall experience of our property left them disappointed and therefore wish to extend our apologies for any inconveniences encountered during their stayIt is our desire to make everyone happyWe regret to inform you that we are unable to offer compensation in this caseDo not hesitate to conta 9/In receipt of the resort reply we sent the client the following reply: We would first like to take this opportunity to thank you for your patience while we received a response from *** *** ***Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.comWe have contacted the resort to inform them of the concerns you encountered during your stay and have also requested compensation on your behalfRegretfully, the resort was unable to honor our request for compensation/credit regarding your reservationWe truly apologize for the issues that you encountered, however, CheapCaribbean.com is unable to issue a refund which is not authorized by the resort.Please be assured that we will continue to work directly with the resort management at *** *** *** to ensure that our clients are provided with the service that they expect and deserveWhile 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 experienceThank you again for choosing CheapCaribbean.com! Please see the attached Terms and Conditions that where agreed to by the client at the time of booking the Travel VouchersAll remaining services that the client purchased were 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 encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.No credit or compensation is being offered at this time

[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: it is formal, unsatisfactory response
Regards,
*** ***

After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on 1/26/
The client purchased round trip airfare from JFK to CUN, night stay at the Grand Oasis Tulum
The client purchased this vacation for
passengers to travel 3/30/thru 4/6/at a total cost of $
A trip cost breakdown is as follows:
$Hotel ($per person per night)
$454.38Airfare
$114.00Transfers & 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:
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
Client booked an Oasis Sian Ka’An Club roomAs it appears on our website:
Oasis Sian Ka'an ClubSian Ka'an Club rooms are located directly on the white sands of the Caribbean SeaAll rooms come equipped with air-conditioning, private bath, espresso maker, mini-bar, interior beachfront whirlpool tub, cable TV with pay-per-view service, safety deposit box and more
4/the client contact while in destination regarding the room he received, advised they were given an ocean view room but didn’t believe it was the room they bookedWe contact the resort to assist clients further
4/the client contacted us againThey were moved room several time however never to their satisfaction
Upon the client return we reached out to the hotel inquiring about their stay and further dissatisfaction. We received the following reply from the resort and advised our client:
________________________________________________________________________
Dear Ms***,
We would first like to take this opportunity to thank you for your patience while we received a response from Grand Oasis TulumOur goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com
We are very sorry to hear of your disappointment with your recent reservation at Grand Oasis TulumIt is unfortunate when situations and circumstances beyond our control occur amongst the hundreds of properties that we carry on our websiteWe regret any inconveniences that you may have experienced and we thank you for providing us with your valuable comments and feedback
We have contacted the resort to inform them of the concerns you encountered during your stay and have also requested compensation on your behalf. We would like to provide you with a copy of the response that we received directly from Management at Grand Oasis Tulum:
"Our records indicate that the clients were accommodated according to their reservations in a Sian Kaan room, assigned from the day of their arrivalTheir room was located on the second levelThe clients immediately requested to be moved to a room with direct access to the beach. Due to our high occupancy we did not have availability of rooms on the first level. The clients later purchased a time share through Lifestyles and they were moved by them on the 2nd of April to the room they wanted. We are naturally saddened that their overall experience of our property left them disappointed and therefore wish to extend our apologies for the inconveniences encountered during their stay. We are very sorry that the hotel did not meet their expectationsWe regret to inform you that we are unable to offer compensation as the clients received the room category they purchased at the hotel.”
CheapCaribbean.com appreciates you as our valued client. As a gesture of customer service and to ensure you of our good faith in this matter, we are depositing $in Sun Dollars into your customer account here at CheapCaribbean.com Sun Dollars can be used up to $per new reservation package that includes a resort and airfare. Please note that Sun Dollars are valid for years and cannot be combined with any other promotion. We offer a broad spectrum of properties, and there is no question that we can find something you will enjoy.
Please be assured that we will continue to work directly with the resort management at Grand Oasis Tulum to ensure that our clients are provided with the service that they expect and deserveWhile 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,
Customer Care Department
Office: ###-###-####
Fax: ###-###-####
Department Hours: Mon-Fri 9:00am-8:00pm EST
Email:***
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 or compensation is being offered at this time

After review of the case, the following actions were taken by CheapCariibean.com:
The client booked a reservation online on 2/16/
The client purchased round trip airfare from BUF to AUA, night stay at the *** *** *** * ***
The client purchased this vacation for two
passengers to travel 2/29/thru 3/6/at a total cost of $
A trip cost breakdown is as follows:
$Hotel
$Airfare
$Transfers
($-100.00) - Promo Discount
$2713.76Total 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
2/client called to cancel booking due to ZikaIt was explained at this time of the call that they would not qualify for a refundClient stated he would be reaching out to the airlines to seek a refund from them
Client called back to also cancel flightsSaid they are going to submit medical documentation of wife being pregnant so that we may reach out to *** to have fees refunded by ***Client understands fee apply until we receive documents to attempt to have fees waived
We contacted *** and per their policy tickets in order to receive a full refund the purchase must need to take place on our prior to 1/27/
The client was advised that cancellation requirements was widely advertised by the news and press prior to their booking
At this time at the request of the client the reservation was cancelled per our non refundable term and conditions CheapCaribbean.comClient was issued a future credit less air penalties ($per passenger)
3/we received medical documentation from the client and submitted it to ***. The airlines replied that due to the deadline penalties would apply
A Future Credit in the amount of $was issued with an expiration date of 2/16/
3/the following email was sent to the client;
From: CheapCaribbean Reservations
Sent: Friday, March 11, 10:AM
To: '***@***.com'
Subject: Regarding your booking Id ***
Good morning,
CheapCaribbean.com is not a refundable company, as per the terms and conditions you agreed to when you booked your vacation packageDue to the Zika Virus threat, clients who booked their vacation prior to January 29, 2016, who were able to provide medical documentation stating they were pregnant or trying to become pregnant were allotted a refund, as this was a new potential threatAnyone who booked their vacation package from February forward receives a credit for future travel as per terms and conditionsThis had been posted on CheapCaribbean.com’s websiteCheapCaribbean.com can assist with extending the future credit under the circumstances
Thank you,
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: Your representative told me the name could be changed at any time as long as it was within hours of travel!!!! I specifically asked him that question and explained I wasn't totally sure who I was taking for the fourth person! I tried being nice about it but this is ridiculousI would have taken both people if I would have known it was going to be that much! You charged my card for almost the amount of a whole person to go! After the thousands of dollars we spent through you, you're trying to get out of refunding $that I never authorized to charge in the first place? I demand a refund in the amount of $either credited to my credit card or through a check in the mail
Regards,
*** ***

Our position remains the same at this time

[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 is satisfactory to me.
Regards,
*** ***

[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: Cheap Caribbean had no properties available for us in CancunIf not for the *** ***, my wife and myself would have had to return to NJ that same dayMeaning our flight would have to be changedWould we be responsible for this also?
Regards,
*** ***

[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:it was not told until final payment was made that it was a coupon book It was sold as resort credit This resort credit was never discussed in detail and was not clear It was sold as resort creditAfter contacting the Hotel, *** claims that Cheap Carribean knew ghe details of what it was.
Regards,
*** ***

We recently came back from our vacation in the G*** O*** T*** resortI've been to many resorts, but this was by far the worst vacation experienceIt looks modern and the pictures are so nice, but don't let that fool youMy husband and I booked the best that they had to offer, which was the Sian Ka'an Club room located on the renovated side of the resort, right on the white sands of the beachWe paid an extra $per person to have the luxury that was advertised but as it turned out we didn't get itWe were put on the second floor of the building, the cheaper room option (G*** ocean view room), which didn't even have a balconyIt is unethical and frustrating when you are paying extra hundreds for something and getting something totally differentThe management had no sympathy at all and told us that the resort was full and those rooms were not vacant and that it was Cheapcaribbean's fault for not reserving the room with the hotelWhy was I given the option and charged more if it was not available in the first place? When I asked for a reimbursement they said it was not an optionOur stay was from Wednesday March 30-April and the booking id is After persistently disputing for what is right we were told that Friday we will be moved to the initial room that is advertised on cheapcarribeanFriday evening we were moved to the old side of the resort which was not only far but was incredibly dated and dirty not what was advertised by cheapcarriebanLots of advertising on behalf of cheapcarribeanThere is information that is inaccurate, for example the exclusive access to the Sian Ka'an reserve when booking the Sian Ka'an club roomI've asked a few of the staff members at the resort and they all have told me that there is no association with it whatsoeverI've requested a partial refund for the room and I have yet to hear back from anyone at cheapcarribean

[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 is satisfactory to me.
Regards,
*** ***

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

class="MsoNormal" "MARGIN: 0in 0in 0pt">
The client purchased a vacation on July 8, 2015.
The client purchased round trip airfare from Newark, NJ to Cancun, a five night stay at the [redacted] Resort in a Junior Suite Ocean View, Shared Round Trip Airport Transfers, and [redacted] Travel Protection Plan - Standard Coverage Travel Insurance. The client purchased this vacation for himself to travel November thru November 24, at a total cost of $1,754.98. The cost of each service purchased is as follows:
$1,– Hotel
$– Airfare
$– Airport Transfers
$– Insurance premium
$1,- 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. Our Terms specifically state:
"By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website as posted at
www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official 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 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 [redacted] 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 entire amount will be charged to your credit cardOnce charged, it is non-refundableIt is your responsibility to ensure that you have the proper documents to enter, connect through, or stop at 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 it is your responsibility to confirm your flights directly with the airline hours prior to travelFinally, the FAA has issued "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 radiopharmaceuticalsThere 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 personDo you agree to these terms and conditions?" - The client must agree before you proceed with the booking
· The client was assigned Booking # [redacted] for this reservation on 7/8/2015.
· After the transaction was finalized the client was issued a Travel Voucher Receipt for the purchase to his email address on file
· This document contained all of the information that the client needed to travel on the reservation as well as the insurance policy information and an abridged version of the terms of the purchase. It also stated "Special Requests (Not guaranteed): : King bed in room please."
· After receiving the client's dispute with their credit card company we reviewed the reservation and saw that we had not had any contact with the client since the purchase. The claim that the services were cancelled by the client was untrue. We were unsure why he would be disputing the transaction without contacting us for assistance. Nevertheless we contacted the client to discuss the claim on 7/24/15.
· He advised the agent that he was not traveling on the reservation, but wanted a full refund, not a store credit, so he disputed the transaction.
· We advised the client that the terms and conditions that were agreed to at the time of the purchase stated that the purchase was nonrefundable, cancellation fees would be assessed, and store credit issued for the remaining. If the client was not traveling we would be canceling the reservation in accordance with these terms.
· The client told the agent that he didn't agree and wanted a refund.
· We again advised that the terms were agreed to at the time of purchase, we just reiterate them at cancellation so clients are aware of the outcome of cancellation. The client said he would continue to work with the credit card company to dispute the transaction as he was seeking a refund. We advised that we would cancel per the term of the purchase and store credit would be issued which could be applied towards a future purchase.
· The reservation was cancelled and the client was issued a CheapCaribbean.com store credit in the amount of $and a United Air credit in the amount of $586.88, in which a $change fee will applied upon rebooking.
· Travel on these credits must be reserved and completed by July 8,
· If client reason for cancellation was due to a documented injury, illness or another reason that is covered by the insurance policy purchased, the client can certainly file an insurance claim with [redacted] for reimbursement. The store credit would be cancelled and any reimbursement due from the policy would be provided by [redacted] based on the coverage purchased The client can speak with [redacted] regarding what the policy does and does not cover at ###-###-####
· In either instance the client is fully responsible for this charge. The client agreed to our nonrefundable Terms and Conditions at the time of booking and disputed the transaction without requesting cancellation as an attempt to avoid paying cancellation fees.
· The client however is fully responsible for all cancellation fees and no refund will be issued as the client agreed at the time of purchase that no refunds would be issued for cancellations
· Please see the attached documents including the trip summary, the Terms and Conditions that were agreed to by the client and the store credit issued upon cancellation. No refund is due as the purchase with the CheapCaribbean.com was nonrefundable.
· Furthermore cancellation was not requested with us until after the dispute inquiry was received and we reached out to the client to discuss the dispute
· The email correspondence with the CheapCaribbean.com employee specifically states that the requests are NOT guaranteed.
· Moreover the receipt that was issued at purchase states that they were only requests and were not guaranteed
· As with most resorts in the Caribbean rooms are assigned by the front desk at the time of check in based on availability: If the resort had a Junior Suite Ocean View Room with a King Bed available when the client was supposed to check in they do their best to meet all of the clients requests, as they want all guests to be satisfied with their stay.
· The client was advised in the backup documentation that that the resort would be notified of the requests, but again this is a request, which by definition is merely asking for something.
· We do not offer guaranteed bedding for the room category that the client purchased.
· If the client had paid the additional $400+ for the Suite Ocean View room that had a guaranteed king bed this certainly would have been provided.
· Instead the client specifically purchased the less expensive Junior Suite Ocean View room that offered one King Bed OR two Double Beds.
· The client cannot claim that services were not provided as there was no opportunity for the resort to provide the requested bedding
· The client chose to cancel the reservation and this cancellation was processed in accordance with the nonrefundable terms and conditions that were agreed to during the purchase process 7/27/
· All cancellations are processed per these terms no matter what the reason for cancellation.
· Cancellation fees were assessed and store credit was issued for the remaining value
· The client can apply this credit towards a new purchaseTravel will need to be reserved and completed by July 8, No refund will be issued as per the terms and conditions of the merchant agreement
Once again, we reiterate our sincere apologiesOur 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 clients booked a reservation online on 9/5/
The clients purchased round trip airfare from to PHL to FPO, night stay at the [redacted] 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 [redacted] 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 [redacted] was waiving the early check out penaltyWe advised the client that we had confirmed availability with [redacted] 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 [redacted]. 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 [redacted]
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 [redacted] 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 [redacted] 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: [redacted] [mailto:[email protected]]
Sent: Saturday, April 02, 11:AM
To: CheapCaribbean Reservations Subject: Re: Reservation ID [redacted]
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: '[redacted]' Subject: RE: Reservation ID [redacted]
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: [redacted]
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 [redacted] 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