ComplaintsforCaribbean Tours & Cruises, LLC

• Initial Complaint

  09/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction: 5/2/21 The amount of money you paid: 1,165.94 Reservation # JXXXXXVX What the business committed to provide you: 520 sq. ft/Sleeps 2/king bed: Located in the Adults Only Section, guests can step right into the swim up pool. Underwater chaise lounge in the swim up pool just a few steps off the terrace. The only Junior suite that is 520 SF is the swim up. The website used a description of the "Swim up suite Junior" for the Junior Suite in order for someone like me to book the lower level suite and not receive the goods provided above. A regular Junior Suite is 640 SF. Once I brought it to their attention, they changed their description on their website, but asked that I pay extra for a room upgrade in order to receive the goods they advertised. I asked them to cancel the reservation since the company deceiving us. Whether or not the business has tried to resolve the problem: They rejected my request to refund.

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/09/13) */ The customer asked to cancel her booking one day before travel, and our agent explained to her that cancellation at that point would incur 100% penalty due to our supplier's terms and conditions. She still asked us to proceed with cancellation ater hearing that, even though she would not be eligible for a refund - and advised she would be disputing the charge. She has disputed the charge with her credit card and we submitted a response to the supplier's chargeback department. Consumer Response /* (3000, 7, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The cancelation was due to your company misrepresenting your room categories incorrectly on your website and booking the wrong room and would not update to reflect the correct room. I contacted your company immediately after booking and the customer purposely did not respond to inquiries in a timely manner. Your website deceived the customer and did not provide me what I paid for with trying to charge an upgrade fee for somethingthat should have been included based on your websites description. Then correctly updated your website after my booking after I addressed it to you. Therefore, accepting fault. I would have not booked that particular room if the correct description was listed. Refund me. Business Response /* (1000, 13, 2021/10/05) */ On September 20th, we emailed the customer the below offer via email: Hi *******, We understand that you requested cancellation of your booking one day prior to travel, even though you were advised by our agent that this would result in a 100% loss and no refund would be available. We also see that there was confusion surrounding the description of the room category you selected and that is why you ultimately wanted to cancel. It appears that the billing dispute ***** filed was resolved in the favor of our supplier, Travel Impressions, as the funds have been placed back on the reservation. Travel Impressions has control of *****'s payment, and since your booking was considered 100% non-refundable, we are not able to refund her card. However, as a gesture of goodwill, AIO will extend a future travel credit for you and ***** to use on a new trip in the amount of the payment you made on your booking - $1165.94. Attached is a certificate. This is valid for one year - so as long as a new booking is made by September 21, 2022 (travel dates can be later than that), we can apply this credit. Since ***** was the cardholder, the credit is in her name. If she does not want to use the credit, she will have to provide written authorization for you to use the credit in her place (of course you two can travel together as you had originally planned). Please email us at **********@allinclusiveoutlet.com when you are ready to rebook and one of our agents will assist in placing the booking on hold and applying the credit. Note that you or ***** will need to pay any additional increase above the $1165.94 at the time of booking. Consumer Response /* (2000, 15, 2021/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We booked a trip in Feb. 2021 with insurance. Due to a health crisis needed to postpone, was given air credit of $857 and told had to book through AIO. Attempted to do so for a trip in April, plenty of advance notice, rep told us she was too busy to re-book and suggested we may need to go through another entity given our dates for re-booking. Since, have reached out many times through the message app on their site as well as their booking email to use the credit with no response. Credit was with American Airlines but was told would need to book through AIO. Would like to use this credit next month but unable to get a response. We took a trip in April using another company as couldn't resolve. Reference # XXXXXX

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/09/13) */ We have reached out to the client via email to ask for the exact itinerary they want to book. Once we receive that information, we will secure the flights using their air credit. We apologize for the frustrating experience. Consumer Response /* (3000, 7, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received any correspondence from them & have checked my junk mail as well. I have also checked their on- line messaging portal with no apparent response from them to my current request Consumer Response /* (2000, 10, 2021/09/16) */ Please disregard my last response, we have heard from their customer support & will attempt to book through them. Thank you for your help

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I booked a vacation (airfare and hotel) through Travel Impressions earlier this year. The day of our return flight we received a notification from Spirit Airlines our return flight was cancelled. I booked my husband and I on another flight through a different airline (Delta) because we could not risk not coming back home as scheduled. We paid Delta directly. I contacted Spirit Airlines that same day our flight was cancelled and asked them please refund the airfare for both my husband and I which Spirit Airlines confirmed the refund had been issued in the amount of $675.44. However, refund was issued to Travel Impressions since we booked through their service. I have made several attempts to reach them and no luck getting a return call or email. Both my husband and I have been calling for the last two weeks. I have sent several emails with no response. All I want is to receive our refund for the airfare. Help.

  Business response

  01/13/2022

  Business Response /* (1000, 9, 2021/09/13) */ We have contacted the post-travel department at Travel Impressions to look into the refund from Spirit. As soon as we receive a response, we will let you know. Apologies in advance for the delay - TI's post-travel department is currently working on a slower timeline than we'd like. If they have the funds in-house from Spirit, they will refund your card as soon as possible. Consumer Response /* (4200, 16, 2021/09/23) */ This issue has not yet been resolved. I have not received a refund from Travel Impressions. I have not received any updates from Travel Impressions. Business Response /* (4000, 18, 2021/09/28) */ We are so sorry - this issue has been escalated once again to a supervisor at TI to work on. Post-travel issues are taking so much longer than normal via Travel Impressions and it is very frustrating to us as well as the customers who are waiting on refunds. We will continue to keep you posted as we hear updates. Consumer Response /* (4200, 25, 2021/10/12) */ Hello, Travel Impressions has yet to refund us our money or anyone to follow-up with us. This is going on too long. Please help. Business Response /* (4000, 29, 2021/10/28) */ We just alerted the customer via email that our supplier posted the refund today back to their Visa. We appreciate the customer's patience as we worked on this for them and we apologize again for the long wait.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a booking with allinclusiveoutlet.com booking number XXXXXX and while making reservation mistyped my email address. Because of that I can't receive any documentation related to this booking. I've sent 3 emails and left 2 voice messages to have someone contact me and to correct my email on the booking. And I can't get in touch with anyone at this business either by email or by phone, which by the way is not listed anywhere on their site. We are talking about very substantial amount of money. Now I can't even cancel the booking because I can't get in touch with this business.

  Business response

  10/08/2021

  Consumer Response /* (3000, 9, 2021/09/06) */ Issue had been resolved. Cancel the complaint

*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. ↩