ComplaintsforCaribbean Tours & Cruises, LLC

• Initial Complaint

  05/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a vacation with this agency on Booking ********* for a trip to Mexico. I have paid in full and purchased the travel protection plan. I had to cancel the dates and remove the name of the person that was accompanying me because he is now deceased. Because the person that was expected to accompany me is dead, they refuse to issue refund or issur credit for me to add a new individual so I don't lose the $1000 I paid for my original guest.

  Business response

  05/13/2022

  We are sorry for any distress and we send our condolences to the customer on their loss. Our records show that our agent has asked our supplier if they can issue the entire credit in the customer's name due to the circumstance. We see that the agent informed the customer of this and that we would be in touch once we received an answer from the supplier. The customer replied with an "Ok thank you" last night, March 12th. We will continue to work on this until it is resolved.

  Customer response

  05/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Today I was emailed from the agent asking for a death certificate to prove death. This is absurd. I am making payments in my name for this booking. It is only in my name so why is it an issue to credit me for someone that I paid for to go on a trip with me. Now I am given the task of asking his mother for a copy of a death certificate at such a hurtful time. This is disgusting and unacceptable.

  Business response

  05/17/2022

  Our supplier has requested the death certificate, and since they have control of the credit, we must abide by their policies. I see our agent just asked the customer if they could instead send a link to the obituary, since that will not require asking the family for any assistance (and we hope our supplier will accept this in lieu of the death certificate). We ask that the customer reply to our agent's latest email sent today, May 17th.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello my name is ******* ********* we booked recently a trip at Caribbean tours online with booking number ******** Due to a family emergency we need to change our travel plans and we need to cancel the booking now this is our complaint it is almost impossible to cancel our booking in an appropriate time I tried it online on the account where I could not find any area online where to cancel the trip then I use the recommended form to put that in writing online I did that as well but the answer was: it may take more than a week for a response then I tried to call them and their phone system does not allow to talk to them due to high call volume this is unacceptable customer service and I would like to file a formal complaint here with and request a cancellation and being paid back the correct amount ASAP Either by email at ******@comcast.net or by phone at XXXXXXXXXX

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/27) */ The customer's booking has been canceled as he requested. We just replied to him via email letting him know this and confirming his refund total. Our supplier typically refunds within 30 days of cancellation, but we have asked this one to be expedited. The customer submitted a ticket to request cancellation on Sunday, April 24th, we replied with information on Tuesday, April 25th, and the customer sent his confirmation to cancel shortly after. We thank the customer for his patience and understanding.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an all-inclusive package in 1/21 (for travel in 3/21) -and paid for insurance, because was not sure if we would get my daughter's passport in time. We ended up not getting it in time so I emailed All Inclusive Outlet, on 3/18/21, that I would have to cancel the trip. Trip was from 3/25-3/31/21 They responded by email on 3/19/21 about the refund details, that I needed to let them know if I wanted to reschedule the vacation or get the refund and airline credit. I responded right away that I just wanted the refund. I never heard from them again and I did not receive a refund. Never got any information about the airline credit or how to use it, or if I even had it. I messaged them again on 1/17/22 since I knew the year anniversary of the trip was coming upno response and I again messaged them on my Messages page in my account with them 2 weeks laterand still no response. On their 3/19/21 email they stated that if they didn't hear from me within 8 days of the trip ( that was supposed to start 3/25/21) that the only option would be a travel credit. Basically it was within 8 days at that point, so I figured that I ended up with the travel creditbut I have never heard from them. I saved all the emails and can send to whoever needs to see them Trip number was XXXXXX.00

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/17) */ We deeply regret this neglect by our company in issuing the correct information to this customer. An agent just contacted the customer yesterday (February 16th) by both phone and email to offer to assist in rebooking. Our agency is honoring the total credit (less the cost of the travel protection plan, that would not have been available for refund/credit) he had from his previous reservation and we hope we can help him book a wonderful vacation.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a 7 day stay at an all-inclusive in Mexico for Feb 12-19. Booked vacation November 2021. Due to testing positive for COVID 2 days prior to trip, had to cancel. Website says "cancel any reason for FULL REFUND". When I called to cancel, the agent stated that I would only get a travel voucher. This is a total bait and switch. I would have never sign up for insurance to only receive a voucher in return. I have no intention of traveling out of the country due to the hassle of current travel restrictions and will not use the voucher. I am seeking full refund for my trip as again, website states that you can cancel for any reason. Agent stated that I would only get a voucher since I cancelled within 8 days of the trip, however, the fine print that I read when I added trip insurance says nothing of the sort.

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/18) */ We see that the customer worked with one of our agents on February 14th to get rebooked using her credit from the cancelled vacation and she was satisfied with the resolution. We appreciate her business.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is *****, and I purchased a vacation package through this company, whose name also goes by 'All Inclusive Outlets'. Initially, I had paid for a 2-person occupancy in the room where I will be staying in the Dominican Republic. The rate came to approximately 1,100.00 USD per person, but with the Trip Protection, which is supposed to help customers recoup the money paid for if something were to happen, it came to a about 1,200.00 USD per person. The second person I had paid for unfortunately was unable to make the trip. I contacted this company direct via email telling them I needed to make a change to my reservation, and needed the second person removed, and gladly given the money for that person back, minus the trip protection. I filed this change 6 days prior to my flight, which when asked if it was within 24 hours of my trip, I responded back via email saying yes. 2 days before my flight now I receive and email from their support staff stating that because I wanted to make a change within 8 days (which the support staffer never said anything about, nor does their policies) that they in fact could not reimburse me (though I paid for trip protection). They instead were going to "gift" me a $350.00 voucher which could only be used through their services. I have not received this voucher, or any compensation even though they removed the second person off of my trip. This is absolute disgusting behavior from a company in which I had previously paid thousands of dollars in business prior.

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/14) */ We are sorry for any disappointment this customer has experienced with our service. This situation was finalized on February 10th. At the time the customer booked on our website, the terms and conditions of the travel protection plan he selected to add were available to read: https://storage.googleapis.com/cloudaio/docs/destiworld-cfar-10-29-21.pdf Our agent correctly informed him that within a week of travel, any refund available will be given in the form of future travel credit. The terms also stat that the plan does not cover increases or rates differences that are associated with change of occupants of a room. Hotels usually charge a lower per person rate for double occupancy than they do with single occupancy, so removing the second guest from the room does not mean we could split the cost in two and refund half. The room had to be rebooked as single occupancy, then the travel credit given to the customer is based on that difference in cost.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I canceled a trip that I bought travel insurance for. All inclusive outlet stated I could only be refunded for the hote portion but not the flight. I was told they would converted into travel funds. Yet I can only use the funds with the company. I have emailed them several times trying to book flights and have had no luck. The plane ticket price has skyrocketed now. I want my money back or a way to access the voucher without this company.

  Business response

  01/13/2022

  Business Response /* (1000, 8, 2021/10/27) */ We are sorry for the frustration that the cusotmer has experienced when trying to use her air credit. The air credit is only accessible through our supplier so one of our agents must assist in booking new flights. Our system shows that on October 15th, an agent contacted the customer via phone (left a voicemail) and email and again called her on October 19th and we have not received a response back as of yet. We will be happy to assist the customer whenever she is ready.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid for a birthday trip and in your advertisement it said the 6th night would be free. That did not happen and I had to pay another 300 dollars to stay on my actual birthday 4th of July. That is a 300 dollar refund I am expecting, I have proof I paid for this 6th night and proof it was advertised as free. I paid for insurance and called the insurance number given and no one ever answered via phone or email. Why did I pay 200 dollars to not be insured and I ruined everyday of my trip sitting on the phone waiting for NO ONE to answer. That is why I am expecting a 200 dollar refund because this insurance is not true insurance. The view you advertised on the site and when booking is nothing like the view I received, that ruined the entire thrill of the trip, I spend all this hard earned money only to get the room that looked nothing like the picture when I walked outside. Instead the room was missing tile, showed signs of rust and wasn't even appealing to get into. 500 refund request

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2021/10/19) */ As of October 14th, an AIO supervisor has taken over this situation and was in touch with the customer directly. The issue is being worked on with our supplier and the customer is aware we will update her as soon as we receive more information to move forward. Consumer Response /* (3000, 7, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Currently waiting on the refund for priceline and then I can proceed with the additional refund offered. I have to wait until the hotel releases my refund before having a resolution. I have a 7 day window so I want to ensure I respond because this issue is not yet resolved, but it seems like it will be soon. Business Response /* (4000, 9, 2021/10/26) */ As of October 25th, the customer received her refund from Priceline and provided AIO with her mailing address for the remaining refund to be sent via check. The check has been requested and will be issued within the next few weeks, as we advised the customer. She is aware and appreciated the help. We will inform her once the check is mailed out.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Booked a trip through them in February for a trip to Mexico in November. The airline changed our flights and they no longer worked for us. I was offered the choice of a refund. I took the refund option and provided the information needed. That was on 9/09/2021 since then I've received calls asking for my debit/credit card number and excuses as to why nothing has been refunded. They can't give me any updates and it takes me reaching out time after time to even get a response. This is over $2,200 now tied up from them not refunding.

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2021/10/08) */ We are very sorry for the delay with the refund processing by our supplier. It appears the refunds were posted on October 6th so the customer should see the funds soon once her bank processes on their end. Consumer Response /* (3000, 7, 2021/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Refund for American Airlines hasn't been released by them still and AA can do nothing until they release them. Should be a full refund to my account. Business Response /* (4000, 10, 2021/10/27) */ We are sorry for the frustration the customer is experiencing. The customer had a trip booked with us for November 2021 with flights from MSP. She had to change this to an itinerary from SAN so our supplier got her tickets exchanged with American Airlines. The customer then canceled her booking as there was a major flight schedule change by AA and there were no other acceptable options. In this case, AA offered to refund the ticket cost in full. However, due to the ticket exchange, in order for them to process the refund, AA needs the full credit card number that was used for payment. Without the number, they are not able to trace the original payment in their system and issue a refund. The customer says that the original card no longer exists and was replaced by a new card number. AA still needs the original number and cannot refund to a different card than what was used for payment. We have asked if there was any way around this and have been told no. The customer states she does not have the old full card number listed anywhere and her bank does not have access to that number either. Without that card number, AA cannot issue the refund. AA has the funds for the flight payment so our agency and supplier cannot refund the customer either since we do not have access to that money. In order to be refunded, the customer will need to find the original card number and speak to one of our agents to give it over the phone. We apologize for the inconvenience, but have been advised there is no other option in order to get the refund processed. If the customer would prefer to rebook using the AA amount as a credit instead, we can assist her with that (even with domestic air-only, if she does not want to book a resort through us). Consumer Response /* (4200, 12, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already understand the credit card issue. I will never have access to an old card that is compromised. I have other cards or bank account information to the card itself. The travel company themselves is holding my airline credit and will not let me use it. I will NOT use this travel company to book future travel as they have proven themselves distrustful. They need to release the air credit to American Airlines so I can use MY MONEY myself. Consumer Response /* (4200, 16, 2021/11/08) */ ***Document Attached*** Still has not released flight credit to AA and is holding it saying I have to rebook with their company. I will NEVER put trust into this company and my money needs to be released to AA Only so I can use it how I see fit. Business Response /* (4000, 18, 2021/11/11) */ Unfortunately, the AA credit must be redeemed with our agency through the supplier the flights were originally booked through. The supplier cannot release the credit to AA for the client to redeem it directly with the airline. That is not an option unfortunately, but we can assist the customer in using the credit if she lets us know the itinerary she wishes to book. Consumer Response /* (4200, 20, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) There's no reason the credit can't be released to AA. Now you're holding over $800 for no reason. Your company is untrustworthy and I can't rely on them. Business Response /* (4000, 22, 2021/11/23) */ We have spoken to our supplier about this and unfortunately the AA credit cannot be released to be used by you directly with the airline. The credit must be redeemed with our agency via the supplier. Your options are use the credit through us, or provide us with the full credit card details so we can submit to AA to issue the refund as discussed previously. We are sorry for this frustration. Consumer Response /* (4200, 24, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no way to get a card number where fraud occurred and there is zero reasoning why the credit can't be given to AA when I paid and have the copies on my bank statements of the payments made. Which aren't even the amount of credit I was given. I spent $521.91 PER FLIGHT Business Response /* (4000, 26, 2021/12/06) */ We have confirmed multiple times with our supplier that the information we have previously provided is correct. The credit must be redeemed via our supplier (cannot be done with AA directly), and in order to process a refund instead, AA needs the full card number from the original reservation/flight confirmation. We are very sorry for this inconvenience, but those are the options and our hands are tied otherwise. Consumer Response /* (4200, 28, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you the supplier hold the credit then you the supplier can release it to AA and that still doesn't rectify why the credit amount is inaccurate. Business Response /* (4000, 30, 2021/12/14) */ We apologize again for the frustration and disappointment, but the credit must be redeemed through our supplier. This was once again confirmed and the total credit is $872.58 ($436.29 per person), which is the same amount that can be refunded to you if we are able to get the full number of the card used for the original payment. Consumer Response /* (4200, 32, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid over $500 per flight PLUS paid a change fee and was immediately cancelled so NO that is not accurate and you can refund me. You're an untrustworthy company and should be out of business for stealing my money. Business Response /* (4000, 40, 2022/01/18) */ We went back to our supplier to go through the details of the customer's airfare costs and credit. On the original booking made in January 2021, the air cost was $1043.82 total ($521.91pp). When the customer rebooked to fly out of a different airport, the new air cost was lower, totaling $872.58 ($436.29pp). This means a residual value of $85.62 per person was retained by the airline. When the customer canceled the second set of flights, they now have a credit of $436.29 per person to use for new travel by August 21, 2022 (one year from issue date of tickets). This is the amount that the airline has authorized to refund if the customer can give us the full credit card number for the payment on the original booking, when the flights were first paid for back in January 2021. The customer states that she does not have that full credit card number and cannot retrieve it, so that means a cash refund cannot be done (the airline cannot process the refund without the full card number due to how the ticket exchanges are tracked in their system). The customer has the option to use the $436.29 per person credit through our agency, as it cannot be used directly with the airline due to how the flights were originally booked. We are sorry about that, but our hands are tied so those are the only options. It looks like the $85.62 per person residual air credit could have been used for new flights before January 10, 2022, but since we passed that date already, our agency will honor that additional amount and cover $85.52 per person more in credit if the new flights the customer picks for travel before August 21, 2022 are higher priced than their existing credit of $436.29 per person. That is the best we can offer since the customer says she is unable to retrieve her old credit card number and she can only utilize the credit through our agency. If the customer does not want to book a resort package with us, we can book domestic air-only using the airline credit. Consumer Response /* (4200, 42, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) As also stated previously the credit card was compromised and was closed by my bank. Therefor the number has been destroyed and unable to be retrieved. The account information tied to the card is all the same. I want the credit released to AA so I can use it myself. They have stated themselves that the "supplier" would need to release the credit to them. I do not trust this company and would never trust them with booking any travel for me again. Business Response /* (4000, 44, 2022/01/27) */ Our supplier contacted the AA again yesterday and the airline reconfirmed to them that the credit is not able to be released back to AA. It seems that the rep the customer has spoken to at the airline gave incorrect information or did not know the full history of this credit and just made an assumption. The information provided on our response on January 18th is still valid and the offer that we can give the customer. If we could release the credit to the airline to resolve the situation, we would, but AA says it is not possible. Consumer Response /* (4200, 46, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I deserve my money back. I am entitled to my money back. I will not ever book with you and was my 1000+ dollars BACK. The cancellation was only caused because of the schedule change which is NOT my fault. Business Response /* (4000, 50, 2022/02/14) */ We cannot provide a refund back to the customer, as we have already explained the funds are with the airline. The airline can only refund if the customer provides the full credit card number of the card used for the original ticket purchase. Otherwise, the flight cost has to be used as a credit via our agency and we will also cover the credit lost as a residual value when the tickets were first exchanged due to an airport change. As stated before, the current air credit is $436.29 and we will cover an additional $85.62 per person that was lost in residual cost. Travel must be before August 21, 2022 and we can book domestic air-only if the customer does not want to book a Caribbean resort stay with us. The customer can select the "travel credit rebook" option on the contact us form page for existing bookings if they want to move forward with utilizing this credit - https://www.allinclusiveoutlet.com/contact-us

• Initial Complaint

  09/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked an allinclusiveoutlet to Cancun Mexico and purchased insurance. Trip last June 22-26. 6 hours before our flight to leave which was around 11pm midnight on the 21st our flight was changed and not scheduled to get to our destination until 6/23. I called and emailed our agent and waited on hold for hours. No one contacted me back. Reviewed my insurance which covers changes. I book a new flight on my own to arrive to my resort on time. I only intended to purchase flights there as scheduled flights home were fine. The agency sent me an email while I was in the air heading to Cancun stating because I booked my own flight there they had canceled my flight home because I broke my contract. I was instructed I would be getting a refund for flights as I had insurance and I was told to get my own way home and I was asked to wait 90 days for the refund to process. The 90 days are up and now they are telling me I will not be getting the refund promised

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/10/04) */ We checked with our supplier Travel Impressions about this situation and after some investigation, they did confirm United is refunding TI and therefore TI will be refunding the customer. As soon as TI receives the funds in their system, they will post the refund back to the customer's card. We will inform the customer once this has been done. We are very sorry for the long wait. Consumer Response /* (3000, 7, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have ignored emails about when I should expect this and have yet to call and explain why the delay. United reported sending the checks a while ago. Business Response /* (4000, 9, 2021/10/07) */ We are very sorry for the delay. As mentioned before, Travel Impressions cannot refund until the money is back in place in their system from United. Unfortunately even once the airline processes the refund on their end, it can take weeks for the supplier to receive it. We continue to follow up to ensure this is completed. Consumer Response /* (2000, 11, 2021/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had booked a vacation with this company but had to cancel due to health issues I was told that I would receive a refund back to my card since June 2021 I've been calling and emailing and still no response to this issue now we are going into October and no refund yet.

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/09/28) */ We just contacted the customer for her mailing address as an issue was discovered that prevents a credit card refund from being done. She will receive the due refund via check. She replied with her address and we have requested the check and will alert her once it is issued. We appreciate the customer's patience through this.

*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. ↩