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

  15725 Dallas Pkwy STE 150 Addison, TX 75001-3510

• 

  CheapCaribbean.com, Incorporated

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

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:07/17/2023

  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.

  05/30/2023 to 06/05/2023 Amount Spent was almost $15,000.00 The resort issues and false advertising on what is included and we did not get Refund being requested of a min of $5000.00 cash or credit to use at another location The business has not tried to do anything, they reached out to the hotel, I booked with cheap Caribbean not the hotel and made them aware upon arrival and they told me that it would cost us to move facilities. Reservation # ******** ******** ********

  Business Response

  Date: 08/11/2023

  Thank you for contacting us.
  
  We received correspondence from the customer for all 3 reservations and an agent from our Post Travel team worked with the resort to obtain compensation. When complaints are received about a customers hotel stay, it is required that we contact the property and share with them the concerns as well as ask them for compensation/reimbursement. Unfortunately a request for a $5000.00 refund or credit towards another trip could not honored.
  
  It was advised that a refund of 1 night would be given for each room on the reservations and these have been processed already to the original forms of payment on each.  The customer should be able to see the refunds to her account within a few business days.
  
  Thank you. 

• Initial Complaint

  Date:07/17/2023

  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 am so upset with their customer service. My reservation number is ********. I had a reservation to travel to Punta Cana for 2. On May 21, 2023 right before my trip, I got into an accident and injured my shoulder. My doctor recommended me not to travel. I contacted Cheap Caribbean over two months now multiple times (text, email, phone) and they still have not refunded me yet! Every time I contact them they tell me the same thing and ask me the same thing and its so frustrating. It is bringing me to tears along with my injury. It is so difficult to get a refund. I was told that I was going to receive $1,382.86 due to medical hardship. I send them the documentation 5 times now. Cheap Caribbean refunded me $250.77 back to my card and said that is all I am entitled to. Previously, they agreed to refund me $1,382.86 due to medical hardship - $100 brand fee per person for a total of $200, $183.59 for the hotel penalty, $748.50 for ***** airline credit (which I called and spoke to personally and ***** agreed!). Please please please help me resolve this. I want to be able to rebook but I can't as they are holding my funds. Every time you contact Customer Service it is the same machine asking the same questions with no result. I am very sad, frustrated, and hurt over this situation.

  Business Response

  Date: 08/18/2023

  In review of this reservation we have refunded the client the portion of the reservation that was issued as a travel credit previously, and requested a refund of the airfare due to the medical issues. The hotel portion was partially refunded previously, I have sent the remainder to be processed. The request was denied by *****, the type of ticket purchased was not able to be refunded or changed. The airline made an exception and has issued full credit to the passenger due to the medical emergency. We are not able to issue a refund since the airline is not refunding Cheapcaribbean. We have now refunded as much as possible, and the remainder is a credit with the airline.

   

  **** ****** Customer Care Specialist

  
  

  Customer Answer

  Date: 08/23/2023

  [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 am being told to contact Delta for the refund for the airlines but when I call ***** they inform me that IT IS THE DECISION OF CHEAP CARIBBEAN TO REFUND ME THE AIRLINES AS ***** HAS PAID THEM THE FUNDS DIRECTLY AND I PAID DIRECTLY THROUGH CHEAP CARIBBEAN.  I cannot continue to call around and be sent in circles from both parties. This is giving me anxiety and making it very difficult on my healing process. This has been occurring for the past three months. PLEASE REFUND ME THE AIRFARE, I DO NOT WANT TO DO BUSINESS WITH CHEAP CARIBBEAN OR WITH *****. 
  
  Regards,
  
  ***** *******  
  

  Business Response

  Date: 09/15/2023

  Hello,

  The customer was refunded for his hotel by us.  ***** did not refund us for the air tickets as they are non-refundable so we cannot refund for the air tickets to the customer.  I did verify on Delta's website that this customer has unused e-tickets to used with ***** for $275.25 must complete travel by 3-1-2024.  In addition, no refund can be done since the customer did a charge back on the reservation.  Below is the information from the web-site.

  Unused eTicket#*************
  Document Number:#*************
  Amount:US$275.25
  Assigned to:***** *******
  Transfer Type Code:Non-Transferable, opens in new popup
  
  Expiration Date:03/01/2024

  Unused eTicket#*************
  Document Number:#*************
  Amount:US$275.25
  Assigned to:****** ******
  Transfer Type Code:Non-Transferable, opens in new popup
  Exp. Date
  Expiration Date:03/01/202

  Customer Answer

  Date: 09/23/2023

  [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 WAS NOT REFUNDED FOR ANYTHING BY YOU! Not the hotel, not the airfare, nothing and this is why I did a charge back! You scammed me and stole my money! It’s so sad to see this. ***** stated that they did refund you, I spoke to them personally for the air tickets ! They stated that they gave the money (748.50) to Cheap Caribbean and you guys will either issue it back to me via refund on card or future travel credit. You should refund for the air tickets to me since ***** confirmed that they returned the funds to you.  On *****'s website, my unused e-tickets to used with ***** for $275.25 must complete travel by 3-1-2024 has nothing to do with this case! Do not go online and try to justify yourself by looking up my information. In addition,  refund should be done because you are fighting my bank as well on the charge back on the reservation.  Stop doing this! Stop and refund me. You are making my healing process from my accident a real stressful pain as if I am not already going through a lot  I regret using your website or services had I knew you would scam me  

  Regards,
  
  ***** *******

  Business Response

  Date: 10/04/2023

  Per our records the client has placed a charge back with his credit card company.  In this case no further action can be taken as we await a response and outcome from their financial institution. 

  Customer Answer

  Date: 10/13/2023

  [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:
  
  First of all, I am a HER not his. I did place a charge back with MY credit card company which you have so diligently disputed.  In this case, further action is needed and you need to return my funds. You owe me over $1000. This is insane!

  Regards,
  
  ***** *******

  Business Response

  Date: 10/20/2023

  The air purchased through the package was nonrefundable in the amount of $748.50 for the 2 adults + the deposit fee of $49 for total of $797.50.  We were able to take care of refunding the remaining balance of $183.59 to ****** ****.  The refund was completed in our system today, it is important our customer please allows time for the bank to process.

  Thank you

• Initial Complaint

  Date:06/30/2023

  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.

  In June 2022, an All-Inclusive vacation package was purchased for a stay at ******** Puerto Rico Hotel and Casino from 7/10/2022-7/14/2022. An additional charge was paid for this package. Upon arrival at the hotel, my guest and I were shocked to receive news that the hotel was in fact NOT an All-Inclusive hotel. This new information caused us a great expense for the entirety of the trip. Constantly having to make purchases for food placed us under financial strain. We expected to have basic food and drink essentials included in the package we purchased through CheapCaribbean.com, which was paid for in full through an ****** Inc. payment plan. We tried contacting the business on the first day after learning the new information but got no answer as we were placed on hold for an extended amount of time. We continued trying to contact the business through their customer service line but were met with the same outcome each time. Also, reviewing this business after the fact, similar complaints were made by other consumers, ending with many being unable to get in contact with any of their customer service agents. I am currently seeking a partial refund of this package as it did not uphold it its end of the transaction. Confirmation# ******** Total Amount Paid USD $2,522.16 Total Vacation Amount USD $2,522.16

  Business Response

  Date: 08/22/2023

  Upon review we see that our clients booked online themselves.  We do provide many resort options for our clients. In this case we do offer two package options for the Sheraton European plan and All Inclusive with a different price point. The client in case chose the ******** Puerto Rico Hotel and Casino European Plan.   We are sorry however no refund or compensation is being offered at this time as client received the package as booked.

  See attached as advertised. 

• Initial Complaint

  Date:06/28/2023

  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 to make changes to my travel dates and hotel for my upcoming trip to ****** on 06/22/2023.The Cheapcarrebian Agent added my name incorectly to the new travel documents. *********************He left my married name and my middle name out of the reservation,therefore my passport does not match my travel documents an airline ticket. ***************************************The original resevation had my correct name. *************Since the changes were made I can't even access my trip details onlin an not getting thir emails about my upcoming trip. ******************************I paid $3,375.51 for this vacation , I can't afford to loose this trip.

  Business Response

  Date: 08/09/2023

  The name was not changed on the reservation, client was shown that the full name is on the air tickets. The reservation time of travel has passed and the client was able to travel. We have no indication that the client was unable to use the vacation package.

• Initial Complaint

  Date:06/22/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 made a reservation was made over a year ago. Upon making the reservation I noticed right away an error so I made a cancellation. (Obviously since I cancelled right away, it was within 24hrs-the free cancellation policy you guys have). Fast forward to now, I just realized I never got refunded the amount ($2,645.37) to my original payment. So today I've called to talk to customer service on cheap caribbean to find out they were telling me that I had this amount available in credit to use on the site. I asked why I was never notified about the credit reimbursement, but he said nothing and that it supposedly "expired" because I didn't use it within a year. I asked for an extension on this and it was approved. I was okay with that credit then because I would rebook another reservation with that "credit" no problem. I spent over 1hr on the phone doing this, just to let me know at the end that a supervisor sent a message saying, the refund would have to go to the original payment method used!!! So i couldn't even use it on this new reservation!! THIS IS RIDICULOUS! I WOULD LIKE TO ASK YOU GUYS TO BE RESPONSIBLE TO PAY FOR ANY INTEREST CHARGED ON THE ACCOUNT BECAUSE YOU GUYS ARE THE ONE WHO MADE THE MISTAKE OF NOT REFUNDING ME TO THE ORIGINAL PAYMENT METHOD MADE! IMAGINE IF I NEVER FOUND OUT ABOUT THIS! I WOULD NEVER GET MY MONEY BACK! PLEASE DO SOMETHING ABOUT THIS! CHEAP CAIBBEAN IS IGNORING ME NOW!

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  May 11 thru May16 2023. Jamaica Reservation called with no notification or tefund.

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 company should be investigated for criminal activities. We Booked a trip with Cheapcarribean and ******************** We modified the trip and they owed us close to $1000 credit. For close to a year now, after many stressful calls, and lots of heartburn we have not been able to get nor use our credit from them. It has been by far the worst travel experience of our lives, consistently to the point where it's traumatic. Details: problem 1, it took us months of calls and e-mails to finally get them to acknowledge in an email a portion of the credit they owe us.Problem 2, we tried to use the credit toward a trip before it expires. The agent said it expired, a big lie. We shared the email from ******************* aka CheapCarribean with dates and amount. He demanded that we use our own money first, then he will start an escalation to get our credit applied. Problem 3: They are scammers. The way they talk is condescending. They are thieves. They steal our money, time, energy. They hire non-*** scammers that prey on trusting *** citizens sometimes elders. It makes no sense that they get away with this. I wish someone will come investigate them and put them out of business

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 with Cheap Carribean to travel to Cancun on May 2022 for emergency reasons we had to cancel our travel. Cheap Carribean issued a credit to each of the traveler (2 of us). I called them and told them that I am not with that person any more and I need the credit to be transferred under my name in June 2022. The rep. said no problem she will request that. Life took over for a year until I realized I had to used my credit and travel before June 26, 2023. I called 5 times asking about my credit and they kept saying the tranfer is in process. It was in process for a whole year?! Due to this issue I am still trying to book because now I am not able to use my credit online I have to call them to use it! That has caused multiple other issues where their pricing for packages that I have on their website is $600 dollars more than what I have. WHAT A RIP OFF!!! They are forcing me to book with them over the phone and giving me the run around that they can not match the price on THEIR website and refuse to give me a supervisor to speak to. Here we are 6/12 no booking yet and I have to use my credit before 6/26! I want my credit to use on my own and not have them manipulate me by higher the prices to make me book and pay way more for a package that is way cheaper on their website! This is so frustrating. I am truly running out of options so here I am.

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Feb 15, 2023 I purchased a trip to Punta Cana for two people. The price of $3,368.90 was for a 7 day and 6 night trip. During the course of this reservation the airline changed our flights 9 times. The airline refunded my entire trip and refunded Cheap Caribbean on May 20th, 2023. I have spent over 10 hours on the phone with Cheap Caribbean trying to get my trip refunded. I was issued a PARTIAL travel credit on May 22nd for my trip which was not correct in the amount of $2,733.90. I immediately called Cheap Caribbean and they ASSURED me that this was temporary and a computer generated email. Not to worry all notes and calls have been documented and because this was INVOLUTARY I would get my money. They even gave me the amount they will refund each credit card which was a full refund. Once again I call another day I'm told by another agent that I would be getting a FULL refund on both my credit cards within 7-10 days because this was an INVOLULATRY CHANGE. Well another 6 hours on the phone they are still telling me that I will have my money no later that Thursday, June 1st. That didn't happen. I get the same sob story everyday, today June 5th, 2023, I have to be put on hold for a long time to review all the notes and calls and an hour later same story....WE FILLED OUT A FORM, WE ESCELATED THIS, AND YOU WILL GET A REFUND IN 7-10 days. Cheap Caribbean has all my money while I pay interest on credit cards and they have been refunded everything. I want my money NOW!!!! I will never book with them again and BUYER BEWARE!!!!!!!!!!!

• Initial Complaint

  Date:05/20/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  On december 29th 2022,my wife and I purchased a trip to mexico on Cheapcaribbean for 5 nights and 6 days starting on april 18th,2023 and ending on the 23d.Hotel and air fare for $2466.57 from Atlanta,Ga to Cancun ,Mex.On the 18th we arrived at the airport in Atlanta around 7:00am for a9:47 am departure and we were denied boarding,because there was a problem with the credit card wich was used to pay for the tickets.We had paid for this package on december,so we tried calling Cheapcaribbean to no avail,thank god we found a way to get to our destination in Mexico some other way once in Mexico we talked to Cheapcaribbean for 2 day and they assured us everything was corrected,on the 23d on our returned flight from Mexico again we were denied boarding.We have tried to get Cheapcaribbean to refund our money for the whole airfare and they keep on telling us that they are investigating.We like our money back as we paid them for the whole package,as we didnot dealt with the airline directly.