CheapCaribbean.com, Incorporated

class="MsoPlainText" "MARGIN: 0in 0in 0pt">
After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on 1/23/The client purchased round trip airfare from CLT to CUN, night stay at the [redacted] & [redacted]
The client purchased this vacation for passengers to travel 4/8/thru 4/13/at a total cost of $
A trip cost breakdown is as follows:
$Hotel ($per person per night)
$Airfare ($per person)
$3622.30Total 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:
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://[redacted] 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
On 1/client booked their reservation on which included flights on [redacted]ORIGINAL[redacted]
DL#08APR CLTATL 700A 819A
DL#531 ATLCUN 945A 1126A
DL#13APR CUNATL 141P 520P
DL#2052 ATLCLT 655P 812P
On 2/as we work with live airfare the change resulted from a change that [redacted] had madeThe client was sent notification by CheapCaribbean.com that [redacted] had slightly changed their out board flight by a minute and their return time by minutes. There was not offers of a decrease in price from [redacted]The fare remained the same
[redacted]CHANGE[redacted]
DL 800V 08APR F CLTATL*HK2 700A 818A
DL 531V 08APR F ATLCUN*HK2 945A 1126A
DL 536T 13APR W CUNATL*HK2 141P 520P HRS
DL1765T 13APR W ATLCLT*HK2 750P 908P HRSE
Per our Term and Conditions read as follows: Neither CheapCaribbean.com nor the FAA or any provider of air traffic data makes any guarantees as to the accuracy, completeness, or adequacy of any flight schedulesAirlines retain the right to adjust flight times at any timeIt is the passenger's responsibility to confirm their flight times directly with the airline hours prior to travelCheapCaribbean.com is not responsible for schedule changes issued by the airlines, denied boarding, mechanical cancellations or for overbooked flights
http://www.cheapcaribbean.com/terms.jsp
All services that the client purchased are 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 inconvenience felt due to the change. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this
There is no further compensation is being offered at this time

Hello [redacted]:
"">Below and attached is our response to case #[redacted]After review of the case, the following actions were taking by CheapCariibean.com:
The client booked a reservation online on 12/12/The client purchased round trip airfare from ABQ to XCUN, night stay at the [redacted]
The client purchased this vacation for passengersto travel 3/thru 3/at a total cost of $Client did not include any of the insurance options when purchasing this package
A trip cost breakdown is as follows:
$Hotel
$Airfare
$Transfers
$ Deposit Fee
$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 reservationsCheapCaribbean.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 travelhttp://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 atwww.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
The client is fully responsible for this charge. The client clicked and agreed to are nonrefundable Terms and Conditions at the time of booking which state as above:Changes or cancellations will be charged a $per-person fee, a $per-ticket airline fee, and up to a 100% hotel penaltyA 100% penalty will be charged for No Show reservations· 3/client contacted us to say that ** due to weather conditions cancelled their flight and will now be arriving on Tuesdayo Client also advised they changed their return flight to Sunday with **
o We then sent an email to the resort to notify them of the change in their arrival 3/3l and request for a shift in date to extended till
· 3/client contacted us regarding confirmation to extend her stayo Advised that we had not received confirmation but once confirmed will contact them
· 3/we received a confirmation from the resort that they would be holding the room however the clients would be charging for the full stay
· 3/contact the client and advised what the resort had confirmed
o Client at this time decided to cancel their reservationo The clients were advised us at this time that they will talk to ** regarding their tickets.
o Agent then advised that the resort holds a 50% cancellation penalty.
o The client then decided that since the resort had no additional availability and they were not willing to travel for just a fewer days cancelled the reservationo Client agreed CheapCaribbean's Cancel for Credit terms read and disclosed when cancellingo A CheapCaribbean.com Future Credit was then issues to the client in the amount of$· 3/Client then contact ** and was directed back to us, however their tickets reflected a cancellation fee if we were to issue the client an air credito At this time advised the client to call **'s Support Team to see if they were willing to waive the cancellation fees the resort imposed
· 3/we confirmed with ** that they authorized a refund for the airline tickets in full and we refund the clients card on file
· 3/[redacted] confirmed authorization to not charge for transfers. The clients Future Credit issued prior was the recalculated and reissued in the amount $· 3/the client called and wanted to know where the $went she was missingAgain it was explained that the resort had charged penalties for the cancellation of her reservationThe agent broke down the cost and explained everything to the client:
Total Package Breakdown and Future Credit issued:
$Hotel
$Airfare
$Transfers
$ Deposit Fee
$Total Package
-Hotel Cancellation 50% penalty
-Deposit Fee
-Air refunded
$CheapCaribbean.com Future Credit Issued to client
(**PLEASE SEE ATTACHED VOUCHER)
**Terms and Conditions attached
Client purchased this vacation package per the Terms and Conditions and clicked and agreed to them during the online booking process. Client opted not to purchase travel insurance for their travel protectionOnce 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 thisNo further adjustment of credit if being offered at this time
Melanie R[redacted] |Customer Care Manager
Toll Free: ###-###-#### ext[redacted] | Fax: ###-###-####
"Wouldn't you rather be on the beach?"

After review of the case, the following actions were taken by CheapCaribbean.com: The client booked a vacation with a CheapCaribbean.com representative on March 29, 2017 The client purchased round trip airfare from EWR to CUN for 4 night’s stay [redacted] Hotels & Resorts Punta Cana and...

Round-Trip Airport Transfers.  The client purchased this vacation for 4 passengers to travel 19/18/17 – 9/22/17 at a total cost of $3737.98 Package cost breakdowns is as follows: $1695.67 - Hotel $1649.54  - Airfare $ 105.00 - Transfers $258.77– Insurance $3737.98 Total Package 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.   “By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased [redacted]’s standard travel insurance as part of this package, which includes hurricane and weather protection. This policy is nonrefundable after 10 days. You will receive a separate email from [redacted] Assistance containing your policy confirmation and certificate of coverage within 1-2 business days which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. It is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You 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 purchase. Please note that it is also your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking. In review of the reservation: On 9/21 we were advised that our clients were evacuated from their current resort to the [redacted] Santa Domingo due to the path of the approaching hurricane. As the client and their friends (on another reservation) were set to depart home the following day (from a new location) they now needed transfers to the Punta Cana Airport.  After speaking to the clients, we contacted [redacted] to confirm if all eight (8) passengers could receive transfers from their new location. [redacted] replied that they could accommodate their request at a cost of $230.00 ($28.75 per person) for all 8 passengers. After receiving confirmation from [redacted] CheapCaribbean.com then sent the following email to the clients on 9/21: From: CheapCaribbean Reservations Sent: Thursday, September 21, 2017 11:14 PM To: Client Subject: Price For Return Transfer to SDQ [redacted] & [redacted] Good Evening, [redacted] has confirmed that they can schedule a transfer back to Santo Domingo the additional cost is $230 total for all 8 passengers. Please let us know if you would like us to confirm this transfer for you and if so which card we should charge. Thank you! Senior Reservation Services Agent Since we did not hear back from the clients after sending this email, we assumed they made reservation on their own for their return to the airport. The client called us upon their return: in review the client did purpose insurance and advised to contact [redacted] for possible coverage of their out of pocket expenses.   Per [redacted] the clients have not contacted them or filed a claimed. Once again, we reiterate our sincere apologizes for any inconveniences they may have encountered during this hurricane season. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this. All services are rendered in full.  No further refunds or credits are 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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The Director of Communications is just restating what was said in all correspondence, which is still a lie.  I demand my money be refunded to me.  There are hundreds of complaints online regarding this company for similar injustices done to other customers.  
Regards,
[redacted]

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

After review of the case, the following actions were taken by CheapCaribbean.com: The client booked a vacation with a CheapCaribbean.com representative on March 3,2017The client purchased round trip airfare from [redacted] for 7 night’s stay [redacted] **a and Round...

Trip Airport Transfers and Insurance. The client purchased this vacation for 3 passengers to travel 7/1/17 – 7/8/17 at a total cost of $4009.88A trips a costs breakdowns is as follows: $2025.66 - Hotel$1605.48 - Airfare$ 72.00 - Transfers$277.74 – Insurance$4009.88 Total Package   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.   “By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased Allianz’s standard travel insurance as part of this package, which includes hurricane and weather protection. This policy is nonrefundable after 10 days. You will receive a separate email from Allianz Global Assistance containing your policy confirmation and certificate of coverage within 1-2 business days which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. It is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You 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 purchase. Please note that it is also your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking. In review of the reservation: Upon the clients return the client phoned us regarding issues encountered at the resort. After speaking to an agent was advised her to submit her issues to us so  that on her behalf we could contact the resort for further review. As the client did indicate that there was a charge performed by the resort at check for a broken window we requested at such time the resort contact the client directly as we have no liability over damages at the resort. The following email was sent to the client: [redacted]
[redacted]
[redacted]
[redacted]Good morning,Thank you for your email. We have forwarded the information to the resort and asked them to contact you directly at your email address, since the charge was made directly by the resort, the resort will be best able to assist you. We apologize for any inconveniences you have experienced and appreciate your feedback. As a token of our appreciation for you taking the time to let us know of your experience, we have deposited $100.00 in Sun Dollars into your customer account here at CheapCaribbean.com. Sun Dollars can be used up to $100.00 per new reservation package that includes a resort and airfare. Please note that Sun Dollars are valid for two (2) years and cannot be combined with any other promotion. Resorts reply: [redacted]
[redacted]
[redacted]
[redacted] Firstly, accept our apologies for any possible inconveniences that our mutual guests could experience during the recent stay at [redacted] and thank you for providing us feedback. According to our records, the [redacted] received the room 8212 in perfect conditions and there were no broken or damaged articles. At the checkout time of the guests as procedure, we made check in all rooms and we noticed that they left the glass of the stairs broken and the bed completely broken. The hotel has only charged the broken glass. This room could not be used for a few days. We provide our guests rooms equipment and amenities however in situations like this we apply our policy. In the case of the customer finding any defect must notify immediately to the reception. We did not have any reports by part of the guests. On July 5th, according to our record, the guests reported the toilet. Maintenance Service have gone to the room immediately and the guests informed that it was already working. We did not have any other reports during their stay. Once again, we apologize for the possible inconveniences.With best regards, The client again contacted us again and this time forward to us a picture of the broken glass window stating this was not broken by her family but was broken at check in.  Again, we contacted the resort on the clients behalf to advise.  Below is the response from the resort. [redacted] 
[redacted]
[redacted]
[redacted]
 In our hotel, we have a registry where all rooms are assigned in good condition. On the day of check in the room had no flaws, the picture showing was taken once the glass was broken. Once again, we apologize for the possible inconveniences. With best regards, [redacted]
[redacted]      Once again, we reiterate our sincere apologizes for any inconveniences they may have encountered.  In this case we are unable to assist further with this matter at this time.  As a gesture of customer service, we did contact the resort on our client’s behalf.  We then advised the client with their reply.  At this time, no further action can be taken by CheapCaribbean.com as the charges for the window and excursion taken by the group she was traveling with were outside of the package purchase and not charged by Cheapcaribbean.com.  Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this. All services are rendered in full. *terms and conditions attached   Melanie R[redacted]
[redacted]

After review of the case, the following actions were taken by CheapCaribbean.com: The client booked a vacation with a CheapCaribbean.com representative on October 5, 2016 The client purchased round trip airfare from PHL to CUN for 7 night’s stay Dreams Dominicus La Romana and Round Trip Airport...

Transfers. The client purchased this vacation for 2 passenger to travel 3/10/17 – 3/19/17 at a total cost of $3303.52 A trips a costs breakdowns is as follows: $2205.00 - Hotel $1069.52 - Airfare $ 29.00 - Deposit Fee $3303.52 Total Package $ 1319.02 Deposit at the time of booking $1948.74 Balance paid 21 days prior to departure 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. “By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased [redacted] standard travel insurance as part of this package, which includes hurricane and weather protection. This policy is nonrefundable after 10 days. You will receive a separate email from Allianz Global Assistance containing your policy confirmation and certificate of coverage within 1-2 business days which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. It is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You 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 purchase. Please note that it is also your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking. In review of the reservation: 12/6 received call from client regarding the readiness of the [redacted] opening prior to their arrival 12/6 client called back to get a quote for the Preferred Club swim out up room at the [redacted]. No changes made to the reservation at this time 12/6 after speaking with the resort agent calls client and address their concerns: advising him that they had a lot of rain which delayed some of their construction but by March the hotel should be fully operational. The agent gave their extension if he has any questions to contact them. 1/11 the client again contacts us and the following email sent to the client; From: Agent Sent: Wednesday, January 11, 2017 7:38 PM To: Client Subject: 31785836 and 31785830 - Dreams Dominicus La RomanaGood evening! Thank you for your time tonight. As we discussed, we will not charge our standard $50 per person change fee if you choose to change resorts. At this time Dreams Dominicus does not have a penalty to cancel. We would need to cancel outside of 4 days prior in order to avoid their fee. I have listed the properties below that we talked about tonight. This is based on the current rates and availability and are subject to change at any time. The amounts shown are increases due based on amounts already paid. No changes have been made yet. Please let me know if you need any more information! Have a good night! Luxury [redacted] CollectionJunior Suite Deluxe =$ 442.35 total increase Luxury [redacted] CollectionJunior Suite Deluxe =$7.66 total increase Now [redacted]Deluxe Garden View = $607.50 total increase [redacted] Club Junior Suite with Jacuzzi - Adults Only = $900.00 total increase Now [redacted]Junior Suite Garden View = $1507.50 total increase [redacted]Preferred Club Deluxe Garden View = $1507.50 total increase [redacted]Standard = $167.79 total increaseJunior Suite = $558.05 total increase [redacted]Standard = $509.99 total increase 1/14 client called to change his reservation to the Luxury [redacted] Collection. The client was advised the cost was $35.77 less. Client agreed to the change. An email was then sent directly to the resort notify that they have been past client and any special acknowledgments would be appreciated. We were not contacted by the client while in destination. Had the clients given us the opportunity to try and repair things while in destination the trip may have been more satisfactory to them. At this time the client’s issues have been sent to the Luxury [redacted] Collection to review in full. Once a response is received we will notify the client of their reply. Again, we reiterate our sincerest apologies for any difficulties you may have encountered. While we cannot change the past, it is our 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. No further compensation is being offered at this time.

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

• The client booked a reservation online on October 11, 2014
The client purchased round trip airfare from EWR to STT, 5 night stay at the [redacted] St. Thomas
The client purchased this vacation for 3...

passengers to travel 1/19/2015 to 1/25/15 a total cost of $6679.63
A trip cost breakdown is as follows:
$5003.69 Hotel)
$1173.60Airfare
$ 577.34 Insurance
$ 25.00 Deposit Fee
($-100.00) Promo Discount
$6679.63 Total Package

During the online booking process clients are required to "Click and Agree" to our nonrefundable Terms and Conditions. If these Terms are not agreed to then the booking is not processed and the credit card is not charged. Our Terms specifically state:
• This vacation is nonrefundable and nontransferable
• Changes or cancellations will be charged a $50 per person fee, a $200 per ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
• CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
• Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
• Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
• Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
• Services are provided "as is" without warranty of any kind
• CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
• You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
• Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
• Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
• Insurance claims will be processed by [redacted] ([redacted]) according to the plan purchased http://www.cheapcaribbean.com/travelProtection.jsp Cancellation on the Cancel for any Reason Plan must take place at least 72 hours prior to departure. After filing a claim with [redacted] and pending their approval, a reimbursement check equal to 75% of the nonrefundable trip cost, less the price of insurance will be issued by [redacted]. CheapCaribbean.com, Inc. will not issue a Future Credit Voucher or refund in the event that an insurance claim can be filed.
After the reservation was finalized the customer was issued a Travel Voucher Receipt for the purchase. This document contained all of the information that the clients needed to travel on the reservation as well as an abridged version of the terms of use from our website. This stated the following (attached are the terms and conditions and client travel voucher, see page 4)
The information, software, products, and services published on this web site may include inaccuracies or typographical errors. In particular, CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of, and disclaim liability for inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products displayed on this website (including, without limitation, photographs, list of hotel amenities, general product descriptions, etc), much of which information is provided by the respective suppliers. Hotel ratings displayed on this website are intended as only general guidelines, and CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of the ratings. CheapCaribbean.com, Inc. its affiliates, and/or their respective suppliers make no representations about the suitability of the information, software, products, and services contained on this website for any purpose, and the inclusion or offering for sale of any products or services on this website does not constitute and endorsement or recommendation of such products or services by CheapCaribbean.com, Inc. or its affiliates. All such information, software, products, and services are provided "as is" without warranty of any kind. CheapCaribbean.com, Inc. its affiliates and/or their respective suppliers
hereby disclaim all warranties and conditions with regard to this information, software, products, services, including all implied warranties and conditions or merchantability, fitness for a particular purpose, title, and no infringement. The carriers, hotels, and other suppliers providing travel or other services for CheapCaribbean.com Inc. are independent contractors and not agents or employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com, Inc. and its affiliates are not liable for acts, errors, omissions, representations, warranties, breaches, or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. CheapCaribbean.com, Inc. and its affiliates have no liability and will make no refund
in the event on any delay, cancellation, overbooking, 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 authority.
The agreement that the client entered into with the merchant stated that ‘services would be provided “as is” without warranty of any kind’, that the purchase was nonrefundable, that the hotel ratings were not guaranteed, and that the merchant was not liable for breaches or negligence of any supplier. All passengers traveled on the reservation in full and all services that were purchased were provided in accordance with the terms and conditions of the purchase. Therefore the client is fully responsible for the costs associated with this purchase.
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.

Case #[redacted] - 
 
We have fully resolved our clients dispute regarding the use of resort credit offered. With an agreement made between the client and us we refunded passengers a total of $320.00 for reimburse of Spa services used in destination to their credit card on file on 3/6/14..
 
Passenger #1 received a refund in the amount of $200
Passenger #2 received a refund in the amount $120
 
Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this to them again in the future.
 
 
[redacted] |Customer Care Manager
Toll Free: ###-###-####, ext. [redacted] | Fax: ###-###-####

After review of the case, the following actions were taken by CheapCaribbean.com:
The client booked a vacation with a CheapCaribbean.com representative on August 30, 2016 The client purchased round trip airfare from JFK to LIR for 7 nights stay at Riu Guanacaste. The client purchased this vacation...

for 2 passengers to travel 11/5/16 – 11/12/16 at a total cost of $1986.62 A trips a costs breakdowns is as follows: $2747.07 – Hotel $1099.92 – Airfare $ 25.00 - Deposit $3871.99 Total Package -$1399.63 Down Payment $2472.36 Balance Due 21 days prior to departure • 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. “By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website at www.cheapcaribbean.com/terms.jsp and that all passenger name information exactly matches your official documents. Changes to or cancellation of your reservation will incur a $50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased [redacted]’s standard travel insurance as part of this package, which includes hurricane and weather protection. This policy is nonrefundable after 10 days. You will receive a separate email from [redacted] containing your policy confirmation and certificate of coverage within 1-2 business days which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the non-refundable deposit will be immediately charged to your credit card. Additionally, the deposit amount includes a $25 deposit fee. The remaining balance is required at least 21 days prior to trip departure. Future payments will be automatically charged to the initial credit card used for deposit on the date noted on your deposit invoice. You are also able to log into your CheapCaribbean.com account and apply payment prior to the due date. It is your responsibility to verify that the credit card being used for final payment will be valid on the scheduled due date. In the event that CheapCaribbean.com is unable to collect the remaining balance, your reservation will be cancelled. It is your responsibility to ensure that you have the proper documents to enter, connect through or stop in the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You 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 purchase. Please note that it is also your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, Federal law prohibits the carriage of certain hazardous materials aboard aircraft in your luggage or on your person and could result in a fine. Visit www.tsa.gov and click on “prohibited items” for more information. Do you agree to these terms and conditions?” - The client must agree before you proceed with the booking. In review: After making the reservation client called saying they needed to make a change to the reservation. Below in part are the terms and condition agreed to when making a change - also Terms and Conditions are attached in full: CHANGES, CANCELLATION, PRICING, FEES The credit card holder must call CheapCaribbean.com to change or cancel any portion of the reservation. We are not responsible for any changes or modifications that are made to the reservation without our assistance. If cancellation of certain reservations is requested less than 24 hours from the time of purchase and meets all the requirements below, CheapCaribbean.com will offer you the option of a refund to the original form of payment or retain a credit to be used towards a future purchase. Only reservations that qualify for the Deposit Program will be refundable within the first 24 hours of purchase. 'Non-Refundable' and 'Deal of the Day' rooms do not qualify. Reservations scheduled to travel over US or destination holidays will not qualify. Reservations made within cut-off or resorts with strict cancellation policies are not eligible. Non-Airline Reporting Carriers, such as [redacted] Airlines, [redacted] Airlines, and [redacted] Airlines do not qualify for this offer. After 24 hours, all vacations are nonrefundable and nontransferable and the following fees will be assessed: Changes to, or cancellation of, any portion of the reservation will be assessed a $50 per adult (age 12 and above) fee, plus any hotel fees up to 100%. If changing or canceling a published flight, a $200 per person, per airline fee will be assessed. Changes or cancellations to a charter flight 45 days prior to departure will incur a $45 per person fee. Changes to a charter flight 44-31 days prior to departure will incur a $75 per person fee. Changes to a charter flight 30-8 days prior to departure will incur a $250 per person fee. Changes to a charter flight 7-0 days prior to departure will incur a $500 per person fee. Cancellations to a charter flight 44-31 days prior to departure will incur a $125 per person fee. Cancellations to a charter flight 30-0 days prior to departure will incur a 100% cancellation fee. If canceling more than 24 after purchase, after fees are applied, a Future Travel Credit will be issued for the balance remaining. If making a change, you will be responsible for the above fees, plus any increase in cost resulting from the change. Name changes are not allowed at any time on published flights. 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 issued. If you do not use one of the flights in your reservation the airline will cancel the remaining itinerary. Your credit card will be charged whether you use or do not use the services purchased, including partially used services. CheapCaribbean.com may charge a nonrefundable fee for the service it provides when you purchase, book or reserve travel services or ac[redacted]dations through the Site. Promotional codes hold no cash value. If a promo code is used and changes or cancellation are processed, the discount will be forfeited. Contracted Group bookings are subject to the terms and conditions listed on the personalized purchase agreement. Contracted Group bookings are subject to the terms and conditions listed on the personalized purchase agreement. Below is the term and condition of a change with [redacted]. Line to [redacted] Websites: http://www.[redacted].com/content/www/en_US/traveling-with-us/ticket-changes-ref...⇄ Change Fees Based on the fare rules, you may have to pay a service fee and/or a difference in fare. For travel within the 50 United States, Canada, Puerto Rico and the U.S. Virgin Islands, the fee is $200 for [redacted]-marketed flights. For travel outside the United States, Canada, Puerto Rico, and the U.S. Virgin Islands, the change fee for [redacted]-marketed flights is typically $200 to $500, but can vary based on location and type of fare. Changes are usually permitted only to the return portion of an international itinerary. Client originally booked Costa Rica then changed to Puerto Rica which incurred the change fees imposed by [redacted] and Cheapcribbean.com. Client agreed to all charges at the time of rebooking. Please note the only fees the client incurred were airlines and CheapCaribbean.com. Resort fees were not imposed when making this change. Adjustment in pricing occurred at the time of change: A trips a costs breakdowns is as follows: $ 601.04 – Hotel $1420.76 – Airfare $ 800.00 – Airline change fee $ 25.00 - Deposit $ 150.00 CheapCaribbean change fee $2996.80Total Package -$1399.63 Deposit -$ 58.83 Increase in package price w/ change $1538.34 Balance Due 21 days prior to departure The following are several email exchanges between the client and the CheapCaribbean.com agent:
From Client Sent: Sunday, October 02, 2016 6:19 PM To: CheapCaribbean Reservations Subject: Re: [redacted] Post Follow-up [redacted] said since my tickets hadn't been issued there was not change fee From: CheapCaribbean Reservations Sent: Sunday, October 02, 2016 6:35 PM To: Client Subject: RE: [redacted] Post Follow-up [redacted] Hi I’m not sure why [redacted] told you that. I have pasted your ticket numbers below. The first 4 are from the original itinerary booked on April 13, the last 4 are the exchanged tickets issued on August 13. Thanks, Agent 2.[redacted]-AT [redacted]/13APR 3.[redacted]-AT [redacted]/13APR 4.[redacted]-AT [redacted]/13APR 5.[redacted]-AT [redacted]/13APR 6.[redacted]-AT [redacted]/13AUG 7.[redacted]-AT [redacted]/13AUG 8[redacted]-AT [redacted]/13AUG 9.[redacted]-AT [redacted]/13AUG Senior Reservation Services Agent From: Client Sent: Sunday, October 02, 2016 7:53 PM To: CheapCaribbean Reservations Subject: Re: [redacted] Post Follow-up [redacted] said that since I was still traveling fm on [redacted] and the original tickets were not issued that they didn't make a $200 charge per person. and they proceeded to advise that there change fee is 125 per person normally. not $200 To: CheapCaribbean Reservations Sent: Sunday, October 02, 2016 8:02 PM To: Client Subject: RE: [redacted] Post Follow-up [redacted] Hi There seems to be some miscommunication with what [redacted] is advising you. You can see in the ticket numbers I pasted below that on April 13, 4 tickets were issued. Those ticket numbers are only generated by [redacted] once they are issued. [redacted] also clearly states on their website that change fees are $200 +http://www.[redacted].com/content/www/en_US/traveling-with-us/ticket-changes-re...⇄ are the 4 tickets issued for your original reservation: 2.[redacted]-AT [redacted]/13APR 3.[redacted]-AT [redacted]/13APR 4.[redacted]-AT [redacted]/13APR 5.[redacted]-AT [redacted]/13APR Thanks,Agent From: Client Sent: Sunday, October 02, 2016 9:31 PM To: CheapCaribbean Reservations Subject: Re: [redacted] Post Follow-up [redacted] I saw that on the website and It says "may be charged" not will. In our case your office was not charged the change of ticket fee so we should not have been charged. From: CheapCaribbean Reservations Sent: Sunday, October 02, 2016 9:34 PM To: '[redacted]' Subject: RE: [redacted] Post Follow-up [redacted] Hi [redacted], Your tickets were exchanged. CheapCaribbean was charged $200 per ticket for your voluntary change, which you agreed to. Thanks, Agent 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/adjustment of fees is being offers at this time.

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

CheapCaribbean.com:
 
The clients booked a vacation
with a CheapCaribbean.com representative on April 29, 2014
The client purchased round trip airfare from 7/12/14 to 7/18/14 for 6 nights
stay at [redacted] Jamaica and Round Trip Airport Transfers. 
The client purchased this vacation for herself and 3 other
family members to travel July 12th – 18th at a total cost of
4797.04 
Cost Breakdown is as follows:
$2495.52 – Hotel
($415.92 per night)
$2323.64 – Airfare
$168.00 – Transfers
$  25.00 - Deposit
                              -$100.00 – Promo
$4912.16 Total
(1228.04 per person)
 
 
During the online booking
process the client is read the terms and condition. If these Terms are not
agreed to then the booking is not processed and the credit card is not
charged. 
 
“By
making this reservation today with CheapCaribbean.com, you agree that all
travel packages are governed by the p
 
Terms
of Use appearing on our website as posted at
www.cheapcaribbean.com/terms.jspand that all passenger name information exactly
matches your official documents. Please note that once I submit your
reservation, the entire amount will be charged to your credit card. Once
charged, it is non-refundable. Changes to or cancellation of your reservation
will incur a $50 per person fee, plus any applicable air and resort penalties
and any increase in price resulting from the change. Upon cancellation, a
credit towards future travel will be issued for the balance remaining.
Hurricane and Weather insurance is not included in this package, however
comprehensive illness and injury insurance is available, as well as an enhanced
‘Cancel for Any Reason’ plan, both of which include the weather insurance
coverage. The Standard illness and injury coverage is available for purchase up
until 72 hours prior to departure, however, the enhanced ‘Cancel for Any
Reason’ plan must be purchased today; this enhanced insurance is not available
for purchase at a later date. You the customer are responsible for any
additional airline baggage fees, pre-assigned seating, and incidentals at the
resort, and entry or exit fees resulting from purchase. Lastly, it is your
responsibility to ensure that you have the proper documents to enter, connect
through, or stop in the destinations on your itinerary. CheapCaribbean.com is
not responsible for denied boarding due to improper documentation. Please note,
it is your responsibility to confirm your flights directly with the airline 24
hours prior to travel. Do you agree to these terms and conditions?” -The client
must
agree
before you proceed with the booking.
 
In review of
the reservation:
 We
did find that the other passenger on booking [redacted] traveling with these
clients contact us on 7/15 to advise us of issues while in destination and what
difficulties they were encountering. 
The
Cheapcaribbean.com representative did offer to either look into moving them to
another resort or contact the resort on their behalf. 
The
client thanked the agent but said that she had placed the call just to inform
us of what issues they were having and wanted us to be fully aware of the
circumstances.  
The
client states she had spoken to the resort management and the were well aware
of her difficulties.
She
then said she had put the issues as this point behind her and would concentrate
on enjoying the rest of their vacation.  
The
agent thanked her very much for letting us know of her experiences and apologies
to the client.
The
agent also advises her to contact the CheapCaribbean.com Post Care Department
on their return as our client’s feedback is important to us.  
 
On
7/20 we received the client feedback in full. 
Once reviewed we sent the following response on 7/22:
Dear [redacted],
 
Thank you for contacting CheapCaribbean.com and thank you for
taking the time to provide us with this valuable feedback. Our goal is to
provide each and every client the best vacation at the best price and we want
nothing more than for you to enjoy the vacation that you booked with
CheapCaribbean.com. We are very sorry to hear of your disappointment with your
recent reservation at [redacted] Jamaica. It is unfortunate when
situations and circumstances beyond our control occur amongst the hundreds of
properties that we carry on our website. We regret any inconveniences that you
may have experienced. We have contacted the resort to inform them of the
concerns you encountered during your stay as well as the information that you
have brought to our attention. We will continue to work directly with the
resort management at [redacted] Jamaica to ensure that our clients
are provided with the service that they expect and deserve.
 
As a token of our appreciation for you taking the time to let us
know of your experience (and to ensure you of our good faith in this matter),
we are depositing $100.00 in Sun Dollars into your customer account here at CheapCaribbean.com.
Sun Dollars can be used up to $100.00 per new reservation package that includes
a resort and airfare. Please note that Sun Dollars are valid for two (2) years
and cannot be combined with any other promotion.
 
We offer a broad spectrum of properties, and there is no question
that we can find something you will enjoy. While we cannot change the past, it
is our sincerest hope that you will give us the opportunity to serve you again
in the future, so that we may have the opportunity to provide you with a much
more positive travel experience.
 
Thank you again for choosing CheapCaribbean.com!
 
As the client
indicated they were also traveling with another reservation: Booking [redacted]
.  Both reservation accounts have been
credited with the same offer as above.
 
Once again, we
reiterate are sincere apologizes the resort did not meet our clients
expectations as we know they have traveled in the past without incident. It’s
often difficult to resolve issues such as this once the client has returned
from their vacation and the services have been rendered in full.
 
Our aim is
always to provide the best service and we hope that they will give us another
opportunity to prove this.
 
No further
compensation is being offers at this time. All services are rendered in full.

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 19 thru November 24, 2015 at a total cost of $1,754.98.  The cost of each service purchased is as follows:
 
$1,014.10 – Hotel
$586.88 – Airfare
$24.00 – Airport Transfers
$130.00 – Insurance premium
$1,754.98 - 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 documents. Changes to or cancellation of your reservation will incur a 50.00 per person fee, plus any applicable resort penalties and air penalties, up to the full cost of your ticket(s), and any increase in price resulting from the change. Upon cancellation, a credit towards future travel will be issued for the balance remaining. You have purchased Aon’s standard illness and injury insurance, which includes hurricane and weather protection, as part of this package. This policy is nonrefundable after 24 hours. Your confirmation documents will include a link for [redacted] Insurance which can be used to view a full schedule of benefits for the policy you purchased. Please note that once I submit your reservation, the entire amount will be charged to your credit card. Once charged, it is non-refundable. It is your responsibility to ensure that you have the proper documents to enter, connect through, or stop at the destinations on your itinerary. CheapCaribbean.com is not responsible for denied boarding due to improper documentation. You as the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchase. Please note it is your responsibility to confirm your flights directly with the airline 24 hours prior to travel. Finally, the FAA has issued “Hazardous Materials Restrictions” - Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your person. A violation can result in five years' imprisonment and penalties of $250,000 or more (49 U.S.C. 5124). Hazardous materials include explosives, compressed gases, flammable liquids and solids, oxidizers, poisons, corrosives and radioactive materials. Examples: Paints, lighter fluid, fireworks, tear gases, oxygen bottles, and radiopharmaceuticals. There are special exceptions for small quantities (up to 70 ounces total) of medicinal and toilet articles carried in your luggage and certain smoking materials carried on your person. Do 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 $988.10 and a United Air credit in the amount of $586.88, in which a $200 change fee will applied upon rebooking. 
·         Travel on these credits must be reserved and completed by July 8, 2016.  
·         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 7/27/15.
·         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 purchase. Travel will need to be reserved and completed by July 8, 2016. No refund will be issued as per the terms and conditions of the merchant agreement.
 
Once again, we reiterate our sincere apologies. 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.

In lieu of the situation the resort granted a 2 night comp stay and a one night refund.  
Again, we are sorry if the resort did not meet her expectations. At this time our position remains the same. No further compensation is being offered.

mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">After review of the case the following actions were
taking by CheapCariibean.com:
 
The
client booked a reservation online on 
2/12/14
The client purchased round trip airfare from ATL to CUN, 6 night stay at the [redacted]
The client purchased this vacation
for her husband and herself to travel  6/16/14
thru 6/25/14 at a total cost of $2270.64 
A trip cost breakdown is as follows:
 
$Hotel
($X per person per night)
$Airfare
$Transfers
& Excursions
($-200.00)
- Promo Discount
$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, etc. can be made at any time for a Change Fee of $50 per
person (adults over the age of 12), plus any applicable airline penalties,
hotel cancellation penalties, and/or any increase in price resulting from the
change.  In addition, you will be responsible for all charges, fees,
duties, taxes, and assessment arising out of your use of the Products and
Services available from the Site.”
“The information, software,
products, and services published on this web site may include inaccuracies or
typographical errors. In particular, Cheapcaribbean.com, Inc. and its
affiliates do not guarantee the accuracy of, and disclaim liability for
inaccuracies relating to the information and description of the hotel, air, cruise,
car and other travel products displayed on this website (including, Without
limitation, photographs, list of hotel amenities, general product Descriptions,
etc.), much of which information is provided by the respective suppliers. Hotel
ratings displayed on this website are intended as only general guidelines, and
CheapCaribbean.com, Inc. and its affiliates do not guarantee the accuracy of
the ratings”  
“CheapCaribbean.com, Inc., its
affiliates, and/or their respective suppliers make no representations about the
suitability of the information, software, products, and services contained on
this web site for any purpose, and the inclusion or offering for sale of any
products or services on this web site does not constitute any endorsement or
recommendation of such products or services by CheapCaribbean.com, Inc. or its
affiliates. All such information, software, products, and services are provided
"as is" without warranty of any kind. CheapCaribbean.com, Inc., its
affiliates, and/or their respective suppliers hereby disclaim all warranties
and conditions with regard to this information, software, products, and
services, including all implied warranties and conditions of merchantability,
fitness for a particular purpose, title, and non-infringement. The carriers,
hotels and other suppliers providing travel or other services for
CheapCaribbean.com, Inc. are independent contractors and not agents or
employees of CheapCaribbean.com, Inc. or its affiliates. CheapCaribbean.com,
Inc. and its affiliates are not liable for the acts, errors, omissions,
representations, warranties, breaches or negligence of any such suppliers or
for any personal injuries, death, property damage, or other damages or expenses
resulting there from. CheapCaribbean.com, Inc. and its affiliates have no
liability and will make no refund in the event of any delay, cancellation,
overbooking, strike, force majeure or other causes beyond their direct control,
and they have no responsibility for any additional expense, omissions, delays,
re-routing or acts of any government or authority. In no event shall
CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers be
liable for any direct, indirect, punitive, incidental, special, or
consequential damages arising out of, or in any way connected with, the use of
this web site or with the delay or inability to use this web site, or for any
information, software, products, and services obtained through this website, or
otherwise arising out of the use of this website, whether based on contract,
tort, strict liability, or otherwise, even if CheapCaribbean.com, Inc., its
affiliates, and/or their respective suppliers have been advised of the
possibility of damages.”
 
 
Booking review:
 
·        
On 2/13/14 the following day after her booking was made online we
sent her a follow up email:
 
Hi! Welcome to
CheapCaribbean.com!
I am with the Quality
Assurance department here at CheapCaribbean.com and just wanted to reach out to
you to make sure you have received your full set of travel vouchers and that
all information is correct and names appear exactly as they are on your
passports. If there is anything that needs correction please contact me ASAP as
the first 24 hours after booking are critical for avoiding correction fees with
the airlines and resorts. Given that your travel dates are during the height of
hurricane season, I wanted to mention once more the option to purchase travel
insurance for your vacation. Once the reservation is booked there is only a 24
hour window to purchase the Insurance policy. Here is a link to our website
that details the two plans we offer:
http://www.cheapcaribbean.com/travelProtection.jsp I do HIGHLY recommend
insuring your trip, as mother nature can be quite unpredictable! Without the
insurance, there is NO protection on this reservation and you would be liable
for any and all cancellation fees/penalties. Keep in mind, during hurricanes,
most resorts do not offer ANY credit back to you even if you cannot get into
destination. The insurance does also offer you 100% cancellation protection
should anyone on the booking or immediate family become sick, injured, or death
in the family. Nobody books a trip planning on needing to cancel.
Unfortunately, things can (and do!) happen, and it??s always best to protect
your investment. Cancellation fees start at 250.00 per person without the
insurance coverage. If you would like a quote, please email me or give me a
call by 3:30pm EST and we can get the insurance added onto your trip!
 
 
·        
On 4/6/14 we received a call from our client needing to cancel.
Fees & penalties for cancellation were explained. After being told she
would hold a future credit with CheapCaribbean.com she requested a refund. She was
told then as per our terms and agreement at the time of booking that we are nonrefundable.
She is a teacher and stated the she unable to travel the dates booked do to a
scheduling issue.  Client was asked several
time in the call if she wanted to cancel at this time.  Client did not confirm either way. Reservation
remained active.
 
·        
On 4/8/14 we received a call from the client’s credit card company
inquiring about our cancellation policy and which time we explained the terms
and conditions the client agreed to and that we are a nonrefundable company.
Advised her reservation was active at this time.
 
·        
On 4/9/14 a follow up email was sent to the client from our Customer
Care department:
 
Booking #[redacted]:
You recently contacted
us to inquire about cancellation of your reservation with CheapCaribbean.com.
We were advised that the passengers was unable to travel, however we were
informed not to cancel the reservation as you would be seeking reimbursement
with your credit card company. While we understand your avenue of resolution,
canceling the purchase with the credit card company does not automatically
cancel the reservation. If the passenger(s) are not traveling on the vacation,
we suggest contacting our Existing Reservation Department to cancel the
purchase. This will ensure that a 100% No Show penalty will not be charged if the
passengers are choosing not to use the services. The cancellation fees will be
assessed and the CH will be issued a store credit for the balance remaining, as
per the nonrefundable terms and conditions. If you are interested in making
changes to the purchase, please contact our Existing Reservation Department.
They are open from 5am to 3am EST 7 days a week at ###-###-####. Please
provide the agent with your booking # [redacted] so that they can better assist
you. It is very important to understand that if you do not make any changes to
the reservation before June 19, 2014 the services will be provided as
purchased. If the passenger(s) choose not to travel on the reservation and
cancellation is not requested, a 100% No Show penalty will be assessed. If you
should have any further questions or would like to make changes, please
CheapCaribbean.com directly at ####-###-####. Sincerely, Customer Care
Department
 
 
·        
On 4/28/14 Client contacted us on the status of her booking and
advised it remained active. Advised by the agent if she did need to cancel or
make changes to call us back. The following informative email was again sent to
the client:  
 
Booking # [redacted]
Dear [redacted],
Our records do not
show that we received any further communication from you confirming any
change/cancellation since you contacted our office via telephone on Sunday,
April 06, 2014. Please be advised that you currently have an active reservation
with CheapCaribbean.com.If you are unable to travel and need to change or
cancel, please call our office and we can assist you. As per the terms and
conditions in which you agreed upon when you booked your reservation directly on
our website on February 12, 2014, changes to or cancellation of any portion of
the reservation will be assessed a $50 per adult fee, plus a $200 per person
airline fee, plus any hotel fees up to 100%. If cancelling, after fees are
applied, a Future Travel Credit (store credit) will be issued for the balance
remaining. If making a change, you will be responsible for the above fees, plus
any increase in cost resulting from the change. It is very important that you
understand that, if you do not travel and also do not cancel your booking with
CheapCaribbean.com, you will be subject to a 100% No Show penalty. Once again,
you currently have an active reservation with CheapCaribbean.com and we ask
that you please contact us via telephone should you be unable to travel during
the dates of June 19, 2014 and June 25, 2014 at the [redacted]. Our
Existing Reservations Department is open daily from 5am-3am EST and can be
reached at ###-###-####. Your immediate attention to this matter is greatly
appreciated!
 
·        
The following email was sent from the client:
 
Booking [redacted]
This trip was cancelled via telephone the day after it
was completed. This trip should have been cancelled and refunded to my card.
I have now filed a dispute with the Revdex.com as well as my credit
card company requesting a full refund. You should be able to confirm this by
listening to your call log from 2/14/2014. Thank you,
[redacted]
 
·        
On 4/29/14 as notified by the client we went ahead at
this time and cancelled the booking as requested and sent client the
notification.
 
·        
4/29/14 client called in shortly after and upset that
we cancelled her reservation. It was explained to her that we had received an
email confirming her intent to cancel
 
·        
4/29/14 we received a voice mail and a phone call from
the client again requesting a refund and not a future credit. A manager
explained that she did send us authorization and processed her request as noted
in her email to us.
 
The client requested cancellation over email,
reservation was cancelled in accordance with the terms that the client agreed and
to during the online purchase process & future credit was issued less
cancellation fees.  A
Future Credit was issued (see attached) :
 
                 
CheapCaribbean.com $1371.80
                [redacted] Credit $199.42 per person
 
Please see the attached documents including the Terms and Conditions (attached) that where agreed to by the client
at the time of booking, the Travel Vouchers  issued to the client at the time of booking
and the Future Credit issued at the time of cancellation.
 
 Once again, we reiterate our
sincere apologizes for any difficulties they may felt they have
encountered.  Our aim is always to
provide the best service and we hope that they will give us another opportunity
to prove this.
 
Our position remains the same at this time.

We have been in contact with [redacted].  As
of yesterday (9/11/14) remarked the clients [redacted] that a refund is in process.
Typically it can take anywhere from 6- 8 weeks to receive the confirmation of
the amount to be process. Once we are able to confirm the offered refund amount
we will notify the clients and post the refund offer to the credit card on
file.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It is unacceptable that this booking agency is unwilling to help their clients in such a matter.  CheapCaribbiean.com provided a letter from the resort stating that they were in communications with us during our stay where "Mr. and Mrs. [redacted]-[redacted] reported having a great time".  This letter was fabricated in an effort to assure payment.  The fact of the matter is we are 'Mrs. and Mrs. [redacted]-[redacted]', a detail I believe would be remembered if it were in fact true.  Upon checking out of the resort we were asked to complete a survey, that survey will prove that the letter provided is a flat out lie.  No one checked on us.  Matter of fact, the entire front desk help knew were not having a good time every single day when we had to stop by.  It is unacceptable that this company took our money and is unwilling to make it right.  Even going to lengths to ask others to lie for them.  We will not stop until a reasonable resolution is received.
Regards,
[redacted] and [redacted]-[redacted]

After review of the case, the following actions were taking by CheapCariibean.com:
 
The client booked a reservation online on April 4, 2016
The client purchased round trip airfare from BOS to PUJ, 10 night stay at the [redacted] Punta Cana
The client purchased this vacation for 2...

passengers to travel 5/15/16 thru 5/25/16 at a total cost of $3632.12
A trip cost breakdown is as follows:
 
$2630.40 Hotel ($263.04 per person per night)
$  978.72 Airfare
$   48.00 Transfers
$  25.00 Deposit
$   50.00Discount offer
$3632.12 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 $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
Services are provided "as is" without warranty of any kind
CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
Charge Now:
$USD
Charge on 08/03/2014:
$USD
Total Price:
$USD
Total Price: $USD
Balance
$
I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions
 
At the time of booking the client denied the purchase of insurance
Client called our office on several occasions with regards to making a change (room upgrade/add transfers) and to make payments arrangements extensions to fit his needs
On 5/9 clients package was paid in full = $3632.12
On 5/12 client called to cancel due to medical reasons.
Client was advised per our terms which he agreed to at the time of booking penalties apply for cancellation and CheapCaribbean.com Future Credit would be issued, as we are nonrefundable.
As a gesture of customer service we contacted both the airlines and resort for a possible exception however advised penalties would apply per contract.
A future credit was issues to the client in the amount of $2054.96
 
$ 3632.12     Total package purchased
-$      25.00    Nonrefundable deposit fee
-$   100.00   CheapCaribbean.com change penalty
-$ 1052.16    Resort penalty (4 nights)
-$    400.00    [redacted] Airlines penalty ($200 pp cancellation fee)
$   2054.96 CheapCaribbean.com Future Credit Issued 
The client is fully responsible for this charge.  The client purchased this vacation online, agreeing the Terms and Conditions of the purchase. Please see the attached documents including the booking summary, the Terms and Conditions that where agreed to by the client at the time of booking. Attached also is the CheapCaribbean.com Future Credit issued at the time of cancellation.
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.

Currently we have asked the resort to further review our clients concerns. We await the resorts response at this time.  Once received we will contact clients directly.

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

• The client booked a reservation online on March 6, 2014
The client purchased round trip airfare from JFK to MBJ, 8 night stay at the [redacted] Resort & Spa
The client purchased this vacation for...

[redacted], husband and daughter to travel 11/23/14 thru 12/1/14 at a total cost of $3514.76
A trip cost breakdown is as follows:
$1818.32 Hotel
$1461.97 Airfare
$309.47 Transfers & Excursions
$ 25.00 Deposit Fee
($-100.00) - Promo Discount
$3514.76Total 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 $50 per-person fee, a $200 per-ticket airline fee, and up to a 100% hotel penalty. A 100% penalty will be charged for No Show reservations.
• CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes
• Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date
• Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents
• Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time
• Services are provided "as is" without warranty of any kind
• CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authority. CheapCaribbean.com, Inc. and its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from
• You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature
• Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp
• Unless you file any claim you may have with CheapCaribbean.com within 30 days after the termination of this trip, all parties are released from further liability
Charge Now: $USD
Charge on 08/03/2014: $USD
Total Price: $USD
Total Price: $USD
I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions

Recap:
• 3/6/14 clients booked online
• 11/21/14 clients called to say they were having issues with their daughter passport and unable to check into the resort until 11/25. Travel dates changed: 11/25-14 – 12/3/14
• 11/28/14 the client posted a comment on CheapCaribbean.com [redacted] page about resorts beach conditions while in destination
• 11/28/14 we immediately notified the resort of her concerns and sent an email to the client letting her know that the resort would be addressing her concerns. The resort however advised they had spoken to the client the day prior
• 12/2 & 12/4 left voice message for the client to return my call at her convenience as well as an email
• 12/5 again left another voice message for client
• 12/5 not hearing from the client we contacted the resort regarding the conditions of the beach. Their response was that what effect the beach was a type of seaweed called Saragassum seaweed that impacted the entire area and is caused by nature occurrence throughout the Caribbean from time to time. The seaweed flows with the ocean currents. Because there is so much of this seaweed it was necessary for the resort to temporarily close the beach until it can be cleaned up.
• 12/9 client sent us picture of the beach
• 12/09 again called the client and leave a voice message to contact me directly
• 12/15 spoke to client: she had advised me that she was receiving my calls and realized that she wasn’t getting my voice messages because of a setting on her phone. I briefly explained that the seaweed was from a natural occurrence and due to this fact the resort would be offering any compensation.
The client is fully responsible for this charge. The 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”. All services that the client purchased were rendered in full per the Terms and Conditions that the client clicked and agreed to during the online booking process.
Please see the attached Terms and Conditions.
Once again, we reiterate our sincere apologizes for any difficulties they may have encountered. Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.
No refunded is being offered at this time.

Our position remains the same.