Complaints

This profile includes complaints for CheapCaribbean.com, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CheapCaribbean.com, Incorporated

  7 Campus Blvd Newtown Sq, PA 19073-3227

• 

  CheapCaribbean.com, Incorporated

  501 Madison Ave Fl 25 25th Fl. New York, NY 10022-5612

• 

  CheapCaribbean.com, Incorporated

  15725 Dallas Pkwy STE 150 Addison, TX 75001-3510

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is dating back to a trip we had paid for March 16 2020. The trip was cancelled by cheapcarribean because of Covid. I had called after this and customer service said we would have a travel credit of $3822.62 to use at any future date. They told me to call in when ready to book a new vacation and reference our old booking number which I did and they said there was no travel credit as those expire. I understand its been awhile but I just tried to book a new vacation through them the other week and this is why it is being brought up. I feel like Cheap Caribbean just took $3,822.62 from my wife and I. They did not have to pay any expenses due to the cancellation as Aruba was shutdown and flights were cancelled. This is fraud because they failed to provide a service which was paid for. At this point I would like to get a check from them for this amount. I am upset because I was ready to take a vacation and utilize my voucher but they said it was gone. I included the booking confirmation and the cancellation.

  Business Response

  Date: 11/02/2023

  When the travel credits are issued the terms and conditions are included in the email the client has provided. The terms inform the guest that they have 12 months to redeem the travel credits before they expire. The guest also has the option to call in before the travel credits expire to get a possible extension, which is honored as a case-by-case basis. 

   

  Customer Answer

  Date: 11/09/2023

  I saw there response. I spoke to customer service and was told to call back when planning a future trip and my travel credit would be issued then. Never did they mention the credit expires. It's like they stole my money

  Customer Answer

  Date: 11/14/2023

  Like I said in a previous message, I did call customer service way back when this happened and was told to call when ready to book a new vacation.  I felt this would trump the wording in the emails about the travel credits.  Furthermore Covid lasted for another two years after this hence why waiting to book a new vacation until now.    The business took my money from me taking advantage of the whole covid situation and did not provide any service, I want a refund.  

  Customer Answer

  Date: 11/14/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I understand the emails state 12 months, However, I called after receiving these emails and the customer agent I spoke to said the credit is available until it is used up with no expiration and to call once I was ready to book a new trip.  I believed the agent I spoke to and had no other reason to not believe anything the CSR agent had told me.   Apparently they were lying so they could take my money.  This contact was done almost immediately after receiving the emails from cheap carribbean.  This is not right.  This business is taking money from me and not providing the service they agreed to.      
  
  Regards,
  
  ******************************
  

  Business Response

  Date: 11/28/2023

  Our position remains the same per the terms and conditions of the original documents. The original Travel Credits in the full amount were given to reuse and rebook for 12 months with extensions provided on a case by case basis. Thank you. 

   

  Customer Answer

  Date: 12/14/2023

  Please issue a refund or I will be calling my bank for Fraud for not providing a service. This is money that is needed around the holidays and you are being complete asses 

• Initial Complaint

  Date:09/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled a vacation within the time given to cancel the vacation with out penalty. They say I am not eligible for credit or any money back per there company policy. $880.

  Business Response

  Date: 10/09/2023

  In review of the cancellation policy, the reservation is non-refundable, as advised in our terms and conditions, which were agreed upon at the time of purchase. I have issued a travel credit for the hotel in the amount of 431.22. This information has been sent to the client, with instructions on the use of the Travel credit. I have waived our company cancellation penalty as a customer service gesture. The airfare is a loss, as the type of airfare booked has a cancellation penalty of 100% when  cancelled with in 100 days of travel. This policy was also agreed upon at the time of purchase. We apologize for any inconvenience, and misinformation.

• Initial Complaint

  Date:09/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel stay last week in Mexico for next year, 7 days, starting April 21, 2024. We are booking flights separately through a different travel site and I could not find any inbound flights to our destination on the date booked but found flights for April 24, 2024. So, I wanted to bump the resort reservation from April 21 to April 24, everything else in this land only reservation remained the same. I was told that a simple 3 day date change for next year would be 50$ per person, 100$ for two people. I had to make the change. Got a new itinerary, which stated 25$ cancellation/change fee per person and charged me for 4 people in the reservation to bring the cost to 100$. I called them asking why they charged me for 4 people and that the new booking itinerary sent said a 25$ change fee per person and that they listed 4 people on my reservation and charged me double. I got no good explanation for this and was told it was an internal error in their system but the price was correct. And I should trust this why when the costs stated were half per person and I was charged for 4 people instead of 2 to make up the double charge per person?

  Business Response

  Date: 10/09/2023

  Thank you for contacting us.  After review of the reservation, on September 17th the customer called to change dates and was advised it would be a $50.00 per person change fee and a payment of $100.00 was taken.  In our Terms & Conditions we also have fees listed for Changes and Cancellations and for Land-Only Bookings the fee is $50.00 per person. 
  
  The reservation does currently have a line item showing $25.00 cancellation fee for 4 adults, however this comes to the $100.00 total the customer was advised of originally when making the changes.  It appears there was an issue adding the penalty to reflect $50.00 per person for 2 adults, so the agent had to choose the closest option and adjust it.  We are sorry for any confusion but the fees collected were correct.
  
  Thank you. 

  Customer Answer

  Date: 10/19/2023

  According to *** ****** in Huatulco there are no fees associated with changing this reservation from April 21 to April 24, 2024. I did not buy a package with air, I didn't cancel the booking, I booked only for the resort. I changed the date by 3 days with over a hundred days out from this trip. 

  Looks like I need a full refund of the 100 dollars charged. *** ****** has no penalty for this date change made so far in advance of original arrival date (over a 100 days), and Cheap Carribean added a penalty to this date change, according to the resorts policy, that change should have incurred no penalty. This action was a change in check in date, not a cancellation of any kind nor did it include air or any other costs. 

  *** ****** has free cancellation up to 3 days before scheduled arrival and I simply bumped the arrival date up by 3 days.

  This trip is paid in full. 

  Customer Answer

  Date: 10/24/2023

  For clarification. Per Cheap Caribbean's own policies there are no change fees cheap Caribbean charges to the customer for changing a hotel reservation date at 45+ days out. Any penalties under this criteria do not exist in my situation and any penalties would fall under the Hotel penalties (which they have none), not Cheap Caribbean. I should have never been charged a date change fee for my trip starting in April 2024. I need the 100 dollars refunded in total. 

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Cheap Caribbean, I am writing regarding a very stressful experience I’ve had with your company. I booked an all-inclusive resort stay at *** ***** ***** ****** All Inclusive Punta Cana for the period of 09/09/2023 through 09/13/2023. My confirmation number is ********. I arrived at the property on September 9, 2023, around 12 PM and was provided a room at 1PM. Closer to dinner time, I went to the pool and placed my personal items (wallet, with approximately $300.00, credit cards and Driver’s License, cigarettes, room keys, towel, flip flops, etc.) at the table next to the pool. The security guards were always present around the pool area. While swimming at the pool, I realized that my personal stuff was not present at the table I left it, moreover, I saw a couple of men sitting at the table and smoking my cigarettes and holding my wallet. I immediately exited the pool and tried to get the attention of the security guards; in fact, I personally tried to stop one of the criminals myself, but the security guards stopped me and held me instead of detaining the offenders. I repeatedly demanded that the hotel call the police to the hotel property to report the crime; however, the hotel staff disrespectfully disregarded all of my requests. Moreover, they threatened me and humiliated me. They told me that if the police were called, I would be detained by them. At that point, I had no choice but to call the United States Embassy, located in Santo Domingo, which was assisting me over the phone. I called the police department sixty-three (63) times from my phone. Eventually, when the police arrived, they refused to speak to me as I did not speak Spanish. I did not feel safe staying at this property; and I was a victim of a crime while I was there. I have tried calling Cheap Caribbean but was placed on hold for 1 hour and 30 minutes without any resolution. I was then forced to buy an early flight back, as I was sincerely scared for my life. I

  Customer Answer

  Date: 09/11/2023

  Full complaint- sent to the address as well

  Business Response

  Date: 09/21/2023

  Hello,
  
  In an effort to assist our customers we did reach out to the hotel regarding our mutual customers' concern.  The hotel did confirm the police was called in order, to file a report of the items our customer was indicating he had missing.  Although, the report was not able to be made as **. ******** was not behaving appropriately in the presence of the authorities.  Due to **.********’s behavior during his stay, the hotel has denied compensation or refund.  Therefore, without the hotel's authorization to refund… we are also unable to process a refund.
  
  Thank you. 

• Initial Complaint

  Date:09/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation online on 8/31/23 at 7:33 AM. I cancelled it immediately 7 minutes later at 7:40 AM because I booked the wrong resort by mistake. The email stated I would get a full refund within 24 hours. I just got an email 9 days later saying wait another 5-7 days and they are refunding everything minus the travel protection of $230. Reservation # ********. I want a full refund. I paid through ****** and now I'm going to have to pay finance charges on top of that $230.

  Business Response

  Date: 09/13/2023

  Hello,

  We appreciate the opportunity and time to address ******'s concerns.

  This future booking was cancelled and fully refunded. $2,524.48 was refunded back to Original Form of Payment ****** on 09/11/23. 
  

  ****** has been refunded in full. We would ask ******* to reach out to our Cheap Caribbean Contact Center to speak with the Reservations Department for further assistance. This is not something the Post Travel Department handles due to the travel dates being in the future. 

  Thank you.  

  Customer Answer

  Date: 09/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had issues with a flight, booked through Cheap Caribbean with travel on ******** Airlines (**). On July 12, 2023, ** issued a refund of $1,467.70, which was returned to Cheap Caribbean, so as to process the refund to me. After multiple inquiries, on July 25, 2023, Cheap Caribbean confirmed that the refund would be processed; however, I had to wait one billing cycle for the refund to be processed. Again, after multiple inquiries, on August 8, 2023 Cheap Caribbean finally confirmed that a billing cycle was 30 days and I would receive my refund on August 24, 2023. On August 28, after I still did not receive my refund, I emailed the company again and was informed, "they requested their accounting team again on high priority to expedite my refund." I am extremely frustrated and as a single mother of three, this is impacting my personal finances. I would greatly appreciate the BBB assisting me in resolving this matter. I've included an email thread, which may not encompass all of our communications, so please advise if more is needed.

  Business Response

  Date: 09/05/2023

  Hello, Hope this note finds you well.  We have sent to process refund for the air $1467.70 to **** **** that was received from ********.  The refund should be complete in our system within an "Average" of 3-5 business days, plus time for the bank to process. Thank you

• Initial Complaint

  Date:08/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spoke with both a CheapCaribbean representative and was advised prices change in a matter of minutes and booking ASAP would be in our best interest discussed with them. My husband is currently deployed and we didn’t know if he would make it back in time representative discussed 24 hour free cancellation. Period booked online and which it also said free cancellation within 24 hours. We booked around 6 PM and canceled around 9 PM after speaking with my husband and finding out this trip was not going to be an option. Email from CheapCaribbean stated is canceled in less than 24 hours refund would be received within one business day. This did not happen and has not happened. We canceled well within the 24 hours and R do the refund in the full amount back to original payment method as stated in their policy and by their representative. As you can see by the timestamps of the emails the reservation was made Tuesday, August 8 around six in the evening and canceled around nine in the evening yet cheap Caribbean when you search the reservation number says it wasn’t canceled until August 9, which is grossly an accurate and either way well within the 24 hours.

  Business Response

  Date: 08/31/2023

  Per our review the client reservation was cancelled in our system and a full refund was posted to their credit card on file on 8/14/2023. 

   

• Initial Complaint

  Date:08/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a vacation using cheapcarribean in April for Panama. Great trip, no complaints about the trip itself. Getting back to the states and getting home was a terrible experience. My flight was delayed twice and cancelled. I was left stranded in a different county and did not speak the native language. I did have travel insurance through the carrier they offer on their website, worst decision ever however, thats not what this complaint is about. Cheap carribean was completely unavailable when I was stranded. I called all the numbers in my email, on the website and anywhere else I could find. They have different numbers specified for when you're actually traveling during your trip for any assistance. They did not answer the phone, I left countless messages and emails. They were absolutely NO HELP. I was stranded in a different country with no help and didn't know the language. My luggage was lost and had most items stolen, I had to book additional flights in order to get to the states and get home. Fast forward to when I finally get home, I finally get someone on the phone with cheap carribean. The customer service was rude and unhelpful. I expressed my concerns politely about how I needed help and couldn't get any, especially for guidance with flight tickets. ** kept rebooking and cancelling flights and I honestly didn't know what to do, every time I looked in the app or spoke to ** they told me to contact cheap carribean. The rep told me I should have stayed in Panama and waited until ** figure it out. I explained to her the flights were being rebooked and cancelled and turned into a completely different day and I couldn't wait to get home. I was left stranded with no help or guidance thanks to them. I spent MORE getting home than the purchase of the trip! Very unprofessional and absolutely no help! The trip was great, but if anything goes wrong, even if it's out of your control, THEY WILL NOT HELP! They are not available and they are extremely rude.

  Business Response

  Date: 08/18/2023

  Thank you for contacting us.
  
  It is very unfortunate to learn of any issues this customer had with getting in touch with our During Travel team.  Calls are taken in the order in which they are received and while the agents try to work them in a timely manner, there may be things that delay this from happening. I do see that an email from ************ was received on April 30th  and was forwarded to the During Travel team with a response to also email them directly at [email protected] or contact them by phone at ****************. On May 1st a call was taken by a During Travel agent and it was advised that ************** return flight had been cancelled and refund request was submitted to the airline.  She was told a response could take up to 2 weeks to be received.  A file was opened to our Post Travel team and it was advised to us by ******** ******** that no refund was possible because *********** was marked as a no-show since she did not show up for the flight. 
  
  While we do offer this 24 Hour Assistance line, in cases where clients flights are cancelled or delayed sometimes it is better for them to work with the airline directly as they are available right there at the airport to help with making any changes and finding new flights.
  
  We apologize for any inconveniences and negative impression given. 
  
  Thank you. 

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip through cheapcarribean.com. When we arrived at our destination, the accommodations were not as advertised, so we decided to downgrade to a different tier within the hotel. We spent a few hours on the phone with cheapcarribean.com and our hotels concierge service. By the end of the conversation, it was told to me verbally and within email correspondence that we would receive a refund for the difference in services. I have now been bounced to multiple departments and customer service representatives who claim they are waiting on the hotel. The hotel has said via email and when I have called that they have cleared the refund. There has been no action from cheapcarribean to refund the money I am owed. I have attached photos of some of our email correspondence. Within these statements, you can see how they have changed their stance from being the hotel has cleared the difference to we still have to contact the hotel. Let me know if there are other supporting documents I can provide.

  Business Response

  Date: 08/16/2023

  We have refunded the difference in room categories in the amount of $199.75, and offered a voucher in the amount of $75.00 per person as a gesture of good will, due to the delay from the hotel. We needed the hotel to advise us of the rates for the room that was received in order to process the refund. The refund was processed on Aug 8th and will appear on the credit card in the next ten days. We apologize for the delay and the inconvenience.

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a trip with a lady name *****. We emailed and called for over a week with each other regarding the trip, prices and different rooms. First mistake over the phone she quoted us 100 less than the amount she charged us. Not ok. Moving forward When we asked her if we were getting a swim out ocean view double bed room she told us yes. We paid our down payment and moved forward. I called the hotel to double check if our room was correct and they told us we did not have the room we requested. I emailed her to see if we could change it to the one we originally requested now no response from *****. I called cheap Caribbean  to try and fix mishap However they are telling us we need to pay a fee to change the room. I asked to speak to a manger they said they would send it over to the resolution department. A few days later a man called and said he would try to fix it and would send an email when resolved however I haven't heard anything back. This trip was very planed out and researched for over a month and to get this lady that lied to us over and over again is not ok. If she would have been honest about the room we would have booked a different room perhaps a different resort. The resolution we want is the the room we requested without being charged any additional fees.

  Business Response

  Date: 08/15/2023

  Hello,

  Our pre-travel team already review the call and they confirmed by listening to the phone call that the agent gave correct information regarding the price and room type. If you she has more questions or wants to change the room type she needs to work with our pre-travel team. 

  Thank you, 

  Customer Answer

  Date: 08/24/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I asked the lady was the tropical view the view we could see the ocean from she said let me look and after looking she said yes I believe so. When in fact I let was not. This company is saying that she did not say that when she did. I’m only asking for our rooms to be changed to what we asked for and if we have to pay more that’s fine but not be charged a penalty fee or even some type of compensation for the inconvenience or better yet let me hear the call. I know what we asked for. We paid almost 4000 for a company to just disregard our request like we don’t mater is insane to me. I have better things to do then go round about a made up situation.
  
  Regards,
  
  *******************
  

  Business Response

  Date: 09/15/2023

  Hello,

  Our mutual customers did get the room that was booked and confirmed through the package which was a Xcelerate Junior Swimout TV (Tropical View). In order to get an oceanview room, would have been an additional cost, which customer declined.  We will also send a message to our customers.  Thank you  

  Customer Answer

  Date: 09/15/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************