ComplaintsforCaribbean Tours & Cruises, LLC

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Debit Card went missing on 3/09/2024 A charge was entered on my debit card ending in ***** **** ** **** ****** ****** ***** ** **** ***** I checked my online bank app on the evening of 3/9/24 due to my card was missing, saw two transactions were pending, one for $100.00 and the other for 1698.60 After investigating I found out a trip was booked and charge to my debit/credit card, I immediately called my bank and reported the card stolen/missing I contacted *** ********* ****** Monday morning on 3/11/24, due to there customer service is only open M-F from 9am to 5pm, spoke with ***** ******* who stated "no problem, you are in the window of cancelling this reservation and will get a full refund. *** ****** ****** A few hours later I received an email from ***** stating they could not refund my money due to my card had been reported stolen and my account was closed I called my bank and spoke to ****** Tel ************ who stated the company could refund my money and it will go into my account even the debit card was de=activated Called ***** ******* and told her the transactions would be able to go into my account per my bank, per ***** they had tried refunding me several times and it would not go through, called my bank back, spoke to ****** who checked transaction history and told me they had not attempted once to refund my money. I called *** ********* ****** again, this time spoke to *****'s manager named ****** who stated the refund would need to come from ******** ******** 3/11/2024 Called customer services at ******** ********, gave them the confirmation number which was given to me by *** ********* ****** (******* after two hours of being on hold spoke to a representative named Tan who stated the airlines have nothing to do with the refund due to whomever booked this trip booked it with a third party travel agency therefore since it was not booked directly through them they cannot refund my money or even give me a flight credit

  Business response

  03/13/2024

  We are sorry to report this is false. We listened to calls between the *** and our agents. On Sun 3/10, the *** sent us a request about her new booking. It requested cancellation and noted “card was stolen.” On Mon, we saw her request and verified we could void her air and issue full refund. Before we contacted her, she called our office and said she booked the trip, then saw that the resort was not built yet - she panicked that it would not be ready by her trip in May. She told the agent she submitted a request, the agent located it, and then said it read “card was stolen.” The *** replied, “Yeah I got scared but it wasn’t. I freaked out.”
  The cancel request was sent with the same email we have used to talk with the *** since. When the recordings were pulled, we saw the phone number booked - it wasn’t fraud, her card wasn’t stolen. She admitted this on the phone with our agent Mon morning. The booking was also made with her email, phone number, and listed herself as a traveler.
  At time of booking, $100 of the deposit was charged by our supplier, but the rest was charged by ********* Since ** charged her card, they have to be the ones to refund it.
  Supplier attempted to refund the $100 to the ***’s cc, but received this message: “Unable to apply refund. Failed: Lost or stolen.” This means the *** reported her cc as stolen and that flag has not been lifted by her bank. She told us her bank said the refund should come through now, but the supplier receives the same error every time and can’t override it. Her bank says they haven’t seen any attempted refunds, but there have been many tries and screenshots were given to the ***.
  There is a possible other option of mailing a check to the *** instead of refunding the card. However, she mentioned filing a chargeback, and if that is in process, then no further refund can be tried at all, either cc refund or check. We will continue to work with the her. 
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip with All Inclusive Outlet on 10/20/2023 for my wife's birthday, our 1st time going to an island. Her birthday is 11/13/2023 so I booked the trip from 11/09/2023 thru 11/14/2023. My wife's God mother, that raised her and was close to, passed away on 10/21/2023. on Monday, 10/23, funeral arrangements were made and the earliest time that her church had was 11/11/2023. I called All Inclusive Outlet on 10/24/2023 initially wanting a refund, they convinced me they can just move the dates and to give them a few hrs up to 3days. ******* ***** Nov 1, 2023, 8:30?PM (6 days ago) to me Hi ****, Thanks so much for reaching out! I have received your updated date change request and checking pricing for this with our supplier. I will be in touch within the next 2 business days with pricing. Let me know if you have any further questions or concerns". Here's the email I was told to send after my phone interaction with an agent on Monday 11/06/2023 after I called a 4th time. "Here is the obituary, I gave you guys plenty of time for rescheduling, which I was told by your agent that would be best instead of a refund. Please assist in this matter as this has already been a poor experience. The 1st time I called which was on 10/24 as we were doing funeral arrangements on 10/23, an agent told me I can just reschedule it. I initially selected 12/7-12/12. I was told to give it 2hours and email will be sent. I received nothing, I called again on 10/27 and told you guys I never received the email but thought maybe it was too close, I then selected Feb 16 thru the 21 which is my wife and I's 2yrs anniversary and was told again, give it 2hrs then i will receive email with new dates, nothing" I ran out of characters to paste their last response to me. ******* told me to send mommy's obituary and she will go back to team. Minutes after i sent it she responds nothing they can do. I wasn't even asking for refund, but now I want a refund.

  Business response

  11/09/2023

  On November 8th, our agent sent the customer an email stating that we were fortunately able to get an exception made and our supplier issued travel credit for them to use on a future trip with us. The travel credit amount is what would have been available for the customer had we changed their dates or canceled the booking when they initially inquired. The situation was investigated and we do see that the turnaround time was not as prompt as it should have been and we are sorry for the undue stress caused to the customer. Fortunately we were able to secure the travel credit and also just advised the customer today via email that our agency has issued an additional $200 travel credit as a goodwill gesture due to the circumstance. We are glad this worked out, but will be retraining to ensure this does not happen again.
  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last year in December I purchased a vacation with All inclusive Outlets and I also have purchased a travel protection plan unfortunately I got sick and I need to cancel ,I was contacting all inclusive outlets and they told me that the only option I have is for a future travel credit ,when I purchased the travel protection plan I wanted a full refund no travel credit , this year I try to get in contact with someone from all inclusive outlet I send emails left voicemail but I never received any response . After I start to send emails to the provider destiworld they contact me but they forced me to book a vacation for a date that I can’t travel they told me that if I don’t use it I lose it I told them that I can’t travel but they dont care ,I told them that I willing to travel a different date but they denied my request

  Business response

  12/06/2022

  This customer canceled their trip last year the day before departure was scheduled (12/28/22). Thankfully they had purchased travel protection, which allowed them to receive travel credit for the full amount paid, minus the cost of the protection plan. The terms of the plan (which are linked for the customer at time of booking) state that if canceled within one week of travel, no cash refund is available - only travel credit - **********************************************************. The credit is valid for one year from the original travel date, which in this case meant 12/28/23. He was actually first told one year from original booking date (Nov 2022), but that was incorrect and should have been based on travel date, which gave him more time. However, our supplier does not make exceptions to extend credit past the year deadline, so the customer cannot use the credit for travel beyond 12/28/22. This information was provided to him at time of cancellation via phone and email.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Travel credits were used without proper authorization. Would like a cash refund.

  Business response

  11/21/2022

  We apologize for any confusion regarding the request to rebook the customer's vacation using travel credit. The new rebook was canceled shortly after it was confirmed, so the customers have received their money back as travel credit again. The total is the same, but now the expiration date is later than it originally was, so they have until January 18, 2024 to travel on a new reservation with this credit. The additional payment the customer made on the new booking has been refunded to her card, so it is now like they are starting from scratch with the original travel credit, but with a later expiration, which is great. This information was emailed to the cardholder earlier today. A cash refund is not available, as on their original booking they selected the travel credit protection plan, not the cashback plan option. 

  Customer response

  11/25/2022

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

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a vacation with All Inclusive Outlet and ended up becoming extremely ill. On my death bed, had to receive dialysis and plasma treatments and was unable to go. I canceled and they said I did not cancel in enough time to get a cash refund, even though I had insurance and insurance plan said nothing about that, and I would get credit. I decided to let it go and take the credit. I recently went to rebook, no that I am able to go health wise, and my credit is gone. I was told they only keep it for a year, even though there is nothing that states that and I even asked if it ever expired but never received an answer. I have emails and the insurance paper as proof. I just want my money back at this point, so I don’t have to deal with them again.

  Business response

  10/21/2022

  We are very sorry for the frustration this has caused. Management looked into this situation and did confirm that the customer was not given an expiration date for the land portion of their credit. An agent has already emailed and called the customer today to inform her that our agency is honoring that land credit to be used on a new booking made with us. The air credit has already expired, though, as per the deadline that was listed in the cancellation confirmation sent to the customer previously. We hope the customer is happy with this resolution and we look forward to rebooking her.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an all-inclusive trip to Cancun, Mexico for myself, and my family via the allinclusiveoutlet.com website (Booking 313726). For my daughter's room and for myself, I requested and paid for two rooms with double beds, but when I arrived at the property, Barcelo Maya, I was assigned rooms with king beds instead. I spoke management and was told that they could send me to another resort. This was not a reasonable option for me, as this was a family trip and to be lodged at another resort would have been inconvenient. Additionally, I found that the bedsheets on the beds were filthy with visible dirt on them. After contacting the front desk and asking for our sheets to be changed, an employee was sent. Instead of changing the sheets as requested, the employee wiped some dirt off the pillow cases and flipped the sheets so that the dirt was less visible. I contacted All Inclusive Outlet via email and explained how disappointed I was at my experience. *** ***** contacted me and asked me to answer questions about who I had spoken to. I emailed Ms. ***** back with details of my booking and documentation from my invoice. Ms. ***** replied once again stating that she would email the supplier to seek compensation on my behalf. One week later, MS. ***** emailed me expressing that she’d followed up with the supplier who alleged that they attempted to contact me several times. I have no record of any attempts to contact me. Still, according to Ms. *****, because the supplier was unable to reach me in their supposed attempts, the hotel is now not offering any compensation for the issues I experienced.

  Business response

  10/19/2022

  We are very sorry for the disappointing experience the customers had on their vacation. They did reach out to us regarding their bedding situation and other room complaints upon their arrival in August. The room category they booked could come with either a king bed or two double beds, and requests cannot be guaranteed. We see that the hotel management offered to move clients to new rooms, but they declined. We had our supplier contact the hotel directly about these complaints as well. Hotels always like to try to resolve issues while guests are onsite and they advised our supplier that they reached out to the guests multiple times (called their room, left notes in their room, etc.) and they never heard from the guests again. Because of that, the hotel declined to offer any sort of compensation. Although the customer says this communication from the hotel did not happen, our agency cannot force the hotel to offer anything. As a gesture of goodwill, our agency has sent the customer a future travel credit certificate via email to use on a new booking with us.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In may I book a trip to Dominican Republic for 1 week with my family of 4.I was suppose to leave on 27 ofJune. I caught covid. I let them know on the 36 of June I have to cancel. They told me to cancel so they can get me a credit for my $4,396.41. I show them the proof from the Lab like they ask me to. 1 1/2 week later they said sorry you didn't have insurance there is nothing they can do. Just like that Please help me

  Business response

  10/05/2022

  *** had multiple phone calls with the sales agent who booked this, and during these convos, travel protection plan was offered. Each time, she declined and advised she would go on the trip no matter what. If no plan is purchased, the agent explained that she would only be eligible for future travel credit, less all applicable penalties, should she cancel. At the end of the final conversation, the agent advised that the customer would be agreeing to both AIO and our supplier Travel Impressions’ terms and gave the *** the web address (https://www.allinclusiveoutlet.com/terms-and-conditions). Agent said that if declining protection, *** would be subject to all applicable penalties. *** verbally agreed to these terms and processed the payment to confirm the reservation. In the travel documents the *** received, Ti's terms are linked as well - https://ti.www.vaxvacationaccess.com/pages/terms--conditions/. If a pkg with air (and no protection plan) is canceled within 3 days of travel, it is 100% penalty and no credit is available. *** canceled the trip one day prior.
  
  (screenshot included)
  
  ** confirmed that no credit is available since she declined to purchase travel protection and is canceling so close to departure. However, they also advised that if the customer sent a copy of her covid test, they would see if any waivers were possible. Throughout this process, we reminded *** that we cannot promise any credit will be approved, but we would try. We are a travel agency, but all reservations and payments are done through a supplier. In this case, ** processed the *** payments and paid the resort and airline - so we had no access to funds to be able to issue her credit ourselves. Even after receiving the lab test result, ** advised no approval from vendors was given (thus no credit available), so the normal terms of their policies would stand. 

  Customer response

  10/07/2022

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

  Not true. When I said I had covid and cant travel

  They call me and told me to cancel. 

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

  Business response

  10/13/2022

  As stated previously, our supplier confirmed that no credit is available since she declined to purchase travel protection and was canceling so close to departure. However, they also advised that if the customer sent a copy of her covid test, they would see if any waivers were possible. Throughout this process, our agent reminded *** that we cannot promise any credit will be approved, but we would try. We are a travel agency, but all reservations and payments are done through a supplier. In this case, the supplier processed the *** payments and paid the resort and airline - so we had no access to funds to be able to issue her credit ourselves. Even after receiving the lab test result, the supplier advised no approval from vendors was given (thus no credit available), so the normal terms of their policies would stand. Our agency never promised any credit would be awarded (since supplier terms without travel protection stated no credit for this close of a cancellation), and we are sorry that no exceptions were given by the supplier or hotel. 

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/18/2021 I booked a trip #****** through All Inclusive Outlet and purchased travel insurance! On 2/14/2022 I had to cancel the trip due a sudden heart condition. We received a travel credit for $1818.52 valid for future travel. After receiving medical treatment in 2022 we decided to use the travel credit with All Inclusive Outlet. We contacted them on 9/15/2022 and we were assigned an Agent with All Inclusive Outlet, ***** ********. We selected several destinations from All Inclusive Outlets website and contacted Ms. ******** and were informed that we could not book our choices even though dates were available! Ms. ******** now informed us that our selections were not now available through DestiWorld! WHO IS DESTIWORLD we booked through All Inclusive Outlet and received all correspondence from them! Why can't we book any property on All Inclusive Outlet website? This is BAIT & SWITCH!

  Business response

  09/20/2022

  We are sorry for the disappointment and frustration felt by the customers. Our website sources resorts from multiple suppliers, and not all suppliers offer every resort listed on our website. Some resorts are sold by all suppliers (in this case, our site pulls in the lowest-priced supplier for the specific dates being searched), but some resorts are only offered by one supplier. If a booking is canceled and travel credit is issued, that credit is from the specific supplier (all payments are processed by the supplier, so our agency does not have control of the funds/credits) and therefore the credit must be redeemed on a resort that supplier offers. We do have this noted in our terms and conditions under the “Refunds” section and agents will explain this to customers as questions arise (https://www.allinclusiveoutlet.com/terms-and-conditions/general). We see that our agent emailed the customer several options that are comparable in quality and price to the resort they initially asked for but their supplier (DestiWorld, as reference in the initial customer statement) does not sell. We hope they are able to settle on a new resort soon.
  
  

  Customer response

  09/21/2022

  
  Complaint: ********
  
  I am rejecting this response because: As per the attached documents, our original booking was with All Inclusive Outlet and per their Terms & Conditions on Refunds "Future travel credit is issued by the supplier, so it must be applied toward a new booking with the same supplier as the original reservation". Since we booked with All Inclusive Outlet, we should be able to pick from properties advertised by All Inclusive Outlet! In fact we selected a Dream's property, see attached, from All Inclusive Outlet and were told we could not! We selected several other All Inclusive Outlet properties and again denied booking!
  
  Sincerely,
  
  ****** ********

  Business response

  09/26/2022

  We are sorry for any confusion. The customer referenced our agency's terms and conditions, which states: "Future travel credit is issued by the supplier, so it must be applied toward a new booking with the same supplier as the original reservation." This is exactly what we are referring to - the supplier for the customer's original booking is DestiWorld. DestiWorld does not offer any Dreams or any AMResort properties unfortunately. Those are only sold by a second supplier we use. Since this customer's travel credits are issued by DestiWorld, the credit must be used toward a resort that DestiWorld offers. The customer can reach back out to the agent they were working with to go over more options.

  Customer response

  09/29/2022

  
  Complaint: ********
  
  I am rejecting this response because: As stated in previous rejection, we booked with All Inclusive Outlet, we sent our money to All Inclusive outlet and we expect to be able to select any All Inclusive outlets properties! We were never informed that our choices would be limited on rebooking! I would also like to mention that, per the attached BBB documents, that a Mr ******* ********* is listed as the main principle at both All Inclusive Outlet and Destination World Travel are these organizations not the same with different addresses? I think the States Attorney in both Kentucky and Florida need to be contacted to investigate if this is not some interstate commerce violation.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday I got online randomly to show my son the place we were taking our trip. After logging in I saw it said cancelled. I did not do this. I called he said I sent an email asking to cancel. It was not my email nor me that cancelled it. What kind of security allows cancellation and giving of refunds with out personal verification. When i called he only verified my reference number of the trip. No security at all! Now its being investigated I haven't heard any results weather my trip is in or not my son is devastated. There has to be more security on something like this what if I wouldn't have looked in time. Also now depending on if they fix we may not get the same room or place Second he mentioned a refund being processed which is strange because j did not purchase refund insurance i purchased the 100% trip refund credit. What are you guys going to do to compensate for your mistake? If there would have been proper personal phone interaction of personal details someone may not have been able to do this.

  Business response

  07/28/2022

  We apologize for the stressful situation that the client was in when her booking was canceled. On July 20th, our team was able to rebook her vacation and she received updated travel documents via email. We also just emailed the customer today with a future travel credit certificate from our agency as a gesture of goodwill and apology. We hope she has a great time on her trip in September and we look forward to assisting her again soon.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My flights were changed and the company refused to help me change my vacation. The travel agent stated that I would receive a full refund of the money paid. Now one month later was told that I would only receive a credit, but I already paid for full vacation on another site. I have multiple emails that correlate she told me I would receive a full refund and would not help me rebook my vacation with a credit.

  Business response

  07/27/2022

  We see that our agent contacted the customer again on July 19th advising that a refund was indeed available and it has been requested with our supplier's accounting department. We have escalated this to a supervisor over there to confirm if they have received the funds from the airline yet. Once they have, they will post the full refund at that time. We are keeping an eye on this and will advise via email once the refund is processed. We sincerely apologize for the wrong information supplied and we are retraining internally due to this issue.

  Customer response

  08/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ***** 

*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. ↩