ComplaintsforCaribbean Vacations LLC

• Initial Complaint

  06/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 04/22/23, I received communication from Trip Assurance (TA) through their online portal confirming my booking and referring me to the *** section of their website "to ensure you possess, or will be in possession, of proper travel documents to enter *********** and re-enter *****************." Between 04/22/23 and our departure date of 06/16/24, I received several other written communications via the portal, two of which included a reminder to check the *** section of the website "for updated travel document requirements." These reminders were received on 11/17/23 and 02/09/24, seven and four months before our departure date, respectively. On 05/13/24, about a month before our departure date of 06/16/24, we received another communication that included the following update about travel documents: "Check the *** section regarding required documentation to board, as it has recently changed requiring a Passport or Passport Card for ALL US citizens starting June 30, 2024."At that time, I went to the *** section and found this information, dated 05/10/24: "Effective June 30, 2024, all U.S. Citizens cruising round-trip to and from the ************* with an overnight stay in The ******* MUST have a U.S. Passport book or Passport Card valid at least 6 months after return date before boarding."Since our travel was from 06/16 to 06/22/24, we understood this to mean that we did not need a Passport, and that our normal IDs would suffice.When we tried to board our cruise ship on 06/16/24, however, we were denied entry due to not having our birth certificates. I checked my communication from TA and the *** section of the website, and it said nothing about birth certificates being required. When I reached out to TA about this, they said that information had been there prior to the 05/10/24 update, but they had since removed it. As a result we saw nothing about the birth certificate requirement at the time when it was most relevant to us.

  Customer response

  06/24/2024

  Please find my receipt attached.

  Customer response

  06/26/2024

  Please let me know if these two documents will suffice. Thank you.

  Business response

  06/27/2024

  The consumer was denied boarding due to not having proper identification to board the cruise ship. The *** section for our site, as well as the ships are updated constantly with any changes. It is the consumers responsibility to acquire this information. In addition, at onepoint in time EDL's were accepted. This consumer is from ********. The state of Kentucky does not issue EDL's. This consumer most likely has a REAL ID as a license, which is not the same and has never been accepted.

  Customer response

  06/27/2024

   
  Complaint: 21890262
  
  I am rejecting this response because:

  Trip Assurance wrote in their response: "The *** section for our site, as well as the ships are updated constantly with any changes. It is the consumers responsibility to acquire this information." I checked the *** section of Trip Assurance's site on May 13, 2024. The *** section of their site did not then and does not now include any information about a birth certificate requirement. Nor did it then or does it now contain any of the information about REAL IDs vs. enhanced drivers licenses they included in their response to my complaint. Since Trip Assurance did not provide me with correct and up-to-date information about boarding document requirements, I found out about them when I arrived at the ship, which was too late. Therefore, I am asking for a refund from Trip Assurance.

  
  Sincerely,
  
  *************************

  Business response

  06/27/2024

  Yes it does and it did. To be clear, a birth certificate is not required. It is one of the options of proper identification at the time of your travel dates. It is a copy and paste from the ships website

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spoke with Rep at this company which they answer the phone as Briar Travel. Since ******* said she would not refund I called Margaritaville At Sea to file a complain and ******* said they should be refunding us in full since they did not charge them due to weather cancellation that was decided by the captain and that the company name they are using is not correct. He was able to find the correct company name Caribbean Vacations LLC via the phone number ************ they have in the system. While on line I had seen something on the internet with the email address on the letter attached but, heard nothing from them. Since the letter attached the credit card did get us some money back however; still short $350.00 that was charged to the bank card a different card. We don't expect the account setup fee of $39.98 but, would like the $350.00 back. Charge dates 5/26/23 $39.98, 6/2/23 $87.50, 6/23/23 $87.50, 7/14/23 $87.50, 8/4/23 $87.50, 9/24/23 $80.00 and this was refunded on 12/22/23. Appreciate any assistance.Thank you and have a great afternoon.

  Business response

  01/23/2024

  The consumers cruise was cancelled by the cruiseline due to poor and unsafe weather conditions. The administartive fees paid totally $350 for the cruise option are not refundable, but issued as credit towards future travel. These terms and conditions were agreed upon by the consumer when accepting the cruise option. We look forward to travelling her in the future.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We won a cruise for two with Briar Travel. Once I paid their fees they used Trip Assurance to collect other agreed upon fees. I then had 18 months to use this trip. I am looking to select the dates we would like to travel now that the sailing schedule is out but the phone numbers for both businesses ring once and then hang up the websites and submitting a request comes back with site being inactive. it appears both business are in business still and feel I am at least owed an explanation and if possible are fund if they can not book my trip as agreed upon.

  Business response

  01/02/2024

  Briartravel.com is a perfectly working website, which the consumer has logged in to may times as he had travel dates booked prior, and just needs to log in and rebook his new dates anytime. The phone number works as well, **********. ***** confused by this consumers complaint

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I like many others one a free trip for two to ***********. Between account setup fee, cruise fees and resort fees (which according to the resort agent, is already included in the price), i have paid this company $1599. Their website has supposed confirmation numbers. I did confirm with Margaritaville cruise that I had a confirmation. The all inclusive resort still cannot find my reservation, when you reach out to trip assurance, their responses are hostile and rude both on their website communication and on the phone. Its the same lady every time I call and she is very unpleasant. I have made several calls to confirm my reservation so my son and I do not get stuck without a room. The only time it could be found was with a 3 way call with trip assurance. I was told they speak little English at the resort and this lady spoke perfect English. She could not explain why no one else can see a reservation. I was so looking forward to this but I will not chance my son and I getting stranded for a scamming company like trip assurance.

  Business response

  07/26/2023

  My staff has been speaking with her today online. My staff was on the phone with her back in may with the resort which confirmed her reservation at The Whyndham Viva Fortuna. It seems she cmay be contacting Wyndham corporate, which has no association with the Resort

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is similar to other winners of a contest that I came across on June 13, 2019, at the ************ Mall in **********. And even though there have been countless complaints like what I will share below, ********* Vacations LLC has yet to correct the issue that many are under the impression is a scam/misleading on how much exactly will cost anyone taking up their free trip. And yes, they use the word free on the entry card. The term free used in my complaint and any responses hereafter will refer to the definition of given or available without charge.To begin, the contestwhich representatives may claim is not how they advertised it in different locations around the U.S.has people believing they have a chance at winning a Free 4 Day 3 Night Vacation In ***********. Unknowing to me at the time, they were likely reaching out to every single person who entered with a text message that greets the contestant, introducing themselves from one of the many LLC aka names. For instance, mine says Hi *******, I work for PalmRio.com. Followed by asking if the attached entry card was filled out by me and if so, I got the free ******* Vacation for 2. They added a Congratulations and if I text back, theyll happily send me ALL the details. Except, ALL the details are not actually mentioned. Now, I would like to point out that this mention of All the details supersedes what was listed on the entry form. I have direct contact with someone that claims to be from the entry form company. At this time, there shouldnt be any hidden fees or unexpected taxes because All the details should include everything a winner would need to know to move forward.I was initially charged $39.98 for Admin fees to access the website for the free trip. Then four payments of $69.99 for each passengers one way to and from the island on a cruise. That was in 2019. March 2023 is when I went to book and found out about the additional $258.00 that they claim is port/tax fees.

  Business response

  04/03/2023

  The details of what is not included, as the complaint states, are printed on the very entry card filled out. Things like taxes, port/service fees, transportation, resort fees/taxes. The details sent to the consumer is ******** a number to call in tot listen to a recording, which details the costs for the cruise "option" and repeats what expenses are not included. All of this information is given prior to registering the cruise option, or just registering the stay in ***********. 

  Customer response

  04/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  The attached document which includes the original entry form with response from a PalmRio representative from July 2019 that clearly states details would be sent after I texted back confirmation that did in fact reach me. The attachment also includes an email dated July 2, 2019 that provides the cruise details with the 5 days 4 nights (3 days 2 nights option) that is different from what is listed in the entry form that clearly provides a free 4 Day 3 Night Vacation in ***********.

  I would love to see what the total for this cruise plus free trip would have actually cost me back in 2019 as well as now in 2023 and when I planned to take this cruise and free trip in June ****. Also, what the actual cost is for a 4 Day 3 Night stay at the resorts. There should at least be an estimate available to be given right now. I mean, PalmRio.com lists a 7 day 6 night ************* Special for $2,229.00 as of April 4, 2023, which includes sailing to and from *************** to Freeport. Thats similar to what I was getting with my cruise + Free 4 Day 3 Night trip which makes me wonder, if PalmRio has a total in mind when people arent winners of the contest/raffle/drawing and they want to book a trip on the site, why wouldnt they deduct what they consider free of charge from what people get as winners and share the actual total for fees, taxes whatever else people will be charged  without winners having to wonder/ask/find out in pieces as they agree to the cruise portion, book their vacation, before boarding the ship and at the resort. 
  

  I await response of what will include what a trip would cost minus what is considered free by PalmRios standards. 

  Sincerely,
  
  ***************************

  Business response

  04/05/2023

  I am not sure what the rejection is. Contracry to the complaint, the port and service fees along with the cruise option fees are disclosed in detail on the recording she listened to, as well as on an inbound recorded line read to her by a customer agent at the time of purchase

  Customer response

  04/05/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  This recording the representative insists I listened to is, unfortunately, not available to me. Maybe I have to request in writing for this exact recording. If I could have a copy sent to me, that would be great because I would love to know what the exact amounts were according to this recording. I dont know why this most recent response did not provide the recording. We are at the stage of a consumer complaint where accusations of fraud and misrepresentation have been sent, why wouldnt PalmRio want to provide everything they have done no wrongdoings?
  

   

  As indicated in my previously submitted attachment text message from a PalmRio representative in July 2019, it states we will be happy to SEND you all the details. The only documentation I have found relating to PalmRio in my email account is about the payments towards the cruise. That email detailing specifically about the cruise payments was a follow up to what had been discussed in a phone call with the PalmRio representative. There is no mention of these other fees/taxes as I had requested on April 4, 2023. I would imagine any recordings detailing what I had requested as the breakdown to the total costs of this cruise + free 4 day 3 night would have also been sent by email. After all, it would be like a written contract that explicitly would state what the entire cruise/trip would cost me out of pocket and that I had agreed to paying in full. And who would even pay for something they allegedly were told over the phone that they didnt get in writing, especially if they dont have access to the recordings?

   

  And for a company that insists on being legit, there should be no run around about being asked today, for a breakdown of costs.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 4/28/2022 I filled out a entry card at the ******************* for a 4 day 3 night ******* Vacation with Lennox Travel (also using multiple other company names.) I was instructed that I would pay for normal travel expenses, transportation, resort service fees and taxes. I was charged a total of ******* not including my personal airfare, taxi, rental car, etc. This rate is more than the standard vacation would have been purchasing it through the Margaritaville at Sea or Wyndham Resorts. The company over charged their fees and every time was additional costs that were not mentioned. The last charge of ****** was ***** in resorts fees and 19 per taxes per person per night. This is more than the resort charged.This business is a scam and they are overcharging hiding it as "winning".As explained, on the initial call, I would pay the original charges, 617.85+taxes of 19 per person per day. The remaining charge of the ***** per person per day (******) was not explained and I believe I was over charged and scammed.

  Business response

  03/02/2023

  The consumer, as stated, was aware up front regarding what expenses were not included in the vacation giveaway. When given his resort options for the stay in ***********, sent on October 25th, 2 days after booking his travel dates, the resorts available along with any resort fees applicable to that property were disclosed. He chose The all inclusive resort accordingly. Our contracts are wholesale contracts, pricing the same at all times of the year, both peak and off peak. We understand that resorts and the cruiseline may or may not through retail have lower pricing during certain times of the year, due to occupancy and or specials they run, so yes at certain times ofr the year a retail customer may be able to get a lower price than what our wholesale pricing is. In no way does this make us a scam, as the pricing was given to this consumer in advance, and he then chose to accept the pricing and the resort of his choice.

  Customer response

  03/02/2023

   
  Complaint: 19395002
  
  I am rejecting this response because:

  I was not told the cost of the resort was going to exceed the price of a Retail stay. I was instructed on paying taxes and fees, not the entire stay. 
  
  Sincerely,
  
  ***************************

  Business response

  03/02/2023

  We are not aware of their retail pricing, whether it be through their own retail marketing or 3rd party sites, only our year round wholesale cost. This concern was never brought to our attention prior to travel. If it had been we could have attempted to do a retail price match. 

  Customer response

  03/06/2023

   
  Complaint: 19395002
  
  I am rejecting this response because:

  the Company is even stating they would have been willing to do a retail cost implying I am paying a cost. When in fact the winnings were a free 4 night/5 day stay with taxes and fees. But taxes and fees equated to more than retail pricing. That is not winning, that is a scam to get customers to pay for a trip they believe they have won.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company told us we won a free vacation under the name ****** Travel. By the time we have paid what we were told were all of the fees they tried to charge ** $951 just weeks before our vacation. They gave us the option to pay it or to cancel and forfeit $319.96. They refused to provide a refund after being confronted about the hidden cost and misleading conversations thats were had. They are unwilling to work with us and were extremely combative when confronted. I want to make others away are I want to receive my refund in full, $397.96 (which they agreed to pay) and the $319.96 they are refusing to refund. I now see there are other complaints on this company and they are a known scammer.

  Business response

  01/13/2023

  This consumer received a stay for 2 guests in *********** by filling out the entry card. The entry card clearly states that port and service fees, resort fees/taxes/transportation not included. This consumer "listened" to an informational recording, verified on an inbound recorded line, that detailed what is free with the vacation, and what is not. He registered the cruise option to go with his stay, on an inbound recorded line, which was not free, and all fees disclosed on the recording, and also gone over once again at the time of registration on an inbound recorded line. He has a choice of 3 properties to stay at, the one he chose has resort fees and resort taxes associated with it, as it is an all inclusive resort.

  At the time of canceling his vacation dates, he stated on a recorded line that he cannot read and is dyslexic. There are many recorded written, via text, conversations between this consumer and the company with no mention of not being able to read. He also stated on the recorded line that he does not remember booking the vacation, and that his kids must have done it. Unfortunately, it seems as if this consumer may have had others involved in the vacation giveaway and that they did not relay all the information to him, not a fault of ours.  All terms and conditions were agreed upon as well from IP address 174.84.61.187 at 12:27 PM EST on 5-24-2022.

  The Florida State stautue *******, giving the consumer 30 days to receive a refund, was read to the consumer on an inbound recorded line on 5-24-2022 and also agred to electronically from the above IP address on 5-24-2022.

  The consumer was refunded his port/service fees and cabin upgrade minus the cancelation fee for confirmed reservations on 11-2-2022. Refund total $307.98. No further refund is due.

   

   

  Customer response

  01/22/2023

   
  Complaint: 18728818
  
  I am rejecting this response because: No where here does it state that I will be responsible for port fees, which is what they are not refunding. They mention I was elegance for a refund in May, but subject to a change in fees of their choice at any time after that time period? If I was told that the fees were going to cost this much, I wouldnt have continued working with you. Instead you force my hand in a cancelation by informing me how much I owe 8 months later, with no option to get out. You had me pay a full set of fees and taxes, just to come up with more fees and taxes that are an additional $950? None of this was verified with me at any point during the cancelation period. Also looking at the attached its very clear that the cruise was part of what I had won. I have asked them to contact me several times, to speak with management, etc with absolutely refusal to do so. 
  
  Sincerely,
  
  *****************************
  

  Business response

  01/23/2023

  Actually as previously stated, your port and service fees and cabin upgraded is what was refunded to you. When you chose to take advantage of the cruise "optio", the port and service fees were gone over with you in detail on an inbound recorded line, and you agreed on that recorded line that these fees would be due prior to travel

  Customer response

  01/23/2023

   
  Complaint: 18728818
  
  I am rejecting this response because: As I previously stated, I am requesting a refund for my ********************* Fees. I have requested a call back several times and you have yet to contact me. Those fees were not gone over in any detail and should be refunded. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/15/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed up for a vacation and cancelled within 30 days of the vacation per the contract (attached). They said they never received my cancellation, which they required me to mail by snail mail. (I attached a copy of the letter I sent). They have also since locked me out of the vacation portal and have $357.98 of my money.

  Business response

  11/15/2022

  We did not receive the letter until the chargebacks were already filed, therefore we could not issue refund until they were closed. A refund of $307.98 has been issued. The $357.98 minus the $50 cancelation fee for confirmed reservations, per the contract.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a text message on October 21, 2021 telling me that I won a free trip to the Bahamas for 2. But before I could even schedule the trip I was told I had to pay a account set up fee of 39.98 which I paid on November 29, 2021. I then received a message stating that 279.96 was needed for cruise administrative fees. That was paid in full on Feb. 7, 2022. Then there was the port and service fee of 258.00 on Mar.11, 2022. I then was told that I had to pay a daily resort fee of 79.99 per day per passenger and 19.00 per night per passenger in hotel taxes which altogether came out to 951.90. Drove from Cowpens, South Carolina to Palm Beach, Florida which is a 12 and a half hour drive to and 10 and a half hour drive back home. I tried to contact them the day before my arrival on Friday, July 8, 2022 at 3:49pm to let them know my Covid test came back positive but got no response until that following Monday, July 11,2022. Our trip was supposed to be July 9-15. I drove all the way there to the port and ended up driving back, thinking I would get to talk to someone but to no avail. When I finally was able to talk to someone on the phone on July 11th I was told I couldn't get a refund because my account was ineligible. Having Covid at time of should be a great excuse to get a refund. There should be a loophole when it applies to the coronavirus.

  Business response

  08/23/2022

  Business Response /* (1000, 10, 2022/07/29) */ The customer has already rescheuled her dates for septemeber of this year. The contract and terms and conditions state no refunds issued, this is not our policy but our vendors. That being said, we as a company are still honoring her funds paid in and paying for her round trip cruise and resort stay again in September, although not obligated to. Her funds outside of a small penalty, have been issued as a full credit towards her travel dates in September. Based on this complaint, unless otherwise notified directly by the consumer, not the BBB, we will go ahead and cancel her travel dates in September so that we do not once again incur more financial penalties Consumer Response /* (3000, 12, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not remember rescheduling any travel dates in September. I had Covid at the time and was dealing with side effects at the time that I may have talked to someone. I am currently disputing an additional amount of 136.00 that taken out my debit card account when I supposedly authorized this. I have not contacted or replied since telling the representative that I would not be dealing with them going forward. I will contact them to let them know that I'm in no way, shape, or form giving them any reschedule fees on top of what I already had spent out of pocket for a trip that was not possible due to my Covid diagnosis. Consumer Response /* (4200, 18, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was nothing stating that the monies that I put in after the initial account setup fee would be non-refundable. I should be refunded something since it was a Covid-19 related cancellation. I am choosing not to contact this business for any future trips.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I won a free vacation and have spent $657 out of pocket for this cruise. On March 9 Bradford vacations took 357$ out of my account to complete me and my husband's cruise payments they offered me my confirmation and travel dates then added a charge of $900 to my account or we could not go. I have requested a refund from the company and spoke with a Justin who refused my full refund. He returned 307.98 which is short of $50 that came out March 9th he told me to reach out to his director and they have yet to respond to my email in regards to my complaint I have lost over 60% of my money for a free vacation I can not even go on I need assistance in getting my funds returned I have been scammed by this company and they are not willing to work with us after this false advertising.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/06/01) */ The consumer opted for a cruise option to go along with her stay on Grand Bahama Island. The cruise was an option, which she chose. The terms of the option were disclosed to her on an inbound recorded line prior to purchase, and also agreed upon by her through opting in her online account and agreeing to the terms of the return policy, which is 30 days from date of purchase. 03/24/2021 4:30 pm IP: 174.250.146.131 The port and service fees paid at the time of booking were returned to her minus the cancelation fee of $25 per passneger. The original funds paid are not refundable as agreed upon by the consumer. The $900 charge for travel she is referring to are the fees for her choice of an all inclusive resort. Should she choose not to stay at the all inclusive resort, she can stay at one oher property choices thta does not charge resort fees/taxes. Her requested fees to be refunded are not lost, they are still a credit for her future travel dates, she can book anytime and we can happily accommodate her at a resort or hotel that is within her budget

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩