ComplaintsforCheapCaribbean.com, Incorporated
Travel Agency
Additional Complaint Information
Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked a family suite for myself and 13 other people through Cheap *********. When we arrived at the destination hotel, the rooms we booked were unavailable. Due to the children in this group, the family suite was a necessity for safety reasons. I have contacted cheap ********* countless times over the last month. They continue to report that they are awaiting an investigation with the hotel. Given that the hotel never serviced us when we were present, I am not surprised they are not responding now. I do, however, want some resolution to this issue.Initial Complaint
04/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I went through Cheapcarribean and when booking a package deal for an upcoming trip the website gave me an airport that is 4 hours away from the resort in which I am staying in. After booking I then realized that the airport is so far and that I would have to take other means to get to the resort of my choice. When calling cheap ********* they explained that I would have to pay $300 each a total of $600 in order to cancel and I would only be getting a credit. How is this lawful! How do you not let people know that your package will have you flying into an airport 4 hours away.Initial Complaint
04/03/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 2/28/23 I booked a trip to ******* for 2 adults 1 child. I was quoted ********. on 3/5 my friend called to add herself to my reservation. She believed she was also getting her own room. on 3/7 when my friend sent me her confirmation, I noticed she was added to my room. I contacted the company, they were unable to assist and escalated my issue to a higher level as they claimed to have listened to her call and claimed she never stated she wanted her own room, which I don't believe. on 3/16, I contacted the company regarding the matter and was quoted a new price of ******** making my friends cost ******* (this is what THEY told me) and my new cost ********. I contacted the company again to see why my trip went up ****** when there were no changes made to my room or flights besides removing my friend. I understand her expenses would increase for adding a single room but my original reservation should not have increased so much. customer service was unable to assist me and escalated the issue again. on 3/21, I still had not heard anything and called, I was told that my issue was still being reviewed and I had to wait up to 7 business days from 3/16. on 3/30, 10 business days after my original call, I called again and was told I had to wait for an email as my issue was still being worked on. as of today 4/3/23, 12 business days, I have yet to receive an email regarding this matter. Their customer service is deplorable, many of the representatives have trouble navigating the English language and you are never allowed to speak with a supervisor, they send a message to "level 2" and then you have to wait for an emailed response. even when I priced the vacation outside of the website, the trip total is LESS than the ******** they are claiming for 2 adults and 1 child. they should not be allowed to overcharge customers and then not provide any written explanation for the new increased charges. my trip is shortly approaching, and I want this resolved and pay the original price.Initial Complaint
03/21/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a trip to Tullum, Mexico on 9/28/2022. My confirmation # is ********. Due to the unrest in Mexico at this time, I decided to change plans and travel to ***** ***** ******* Resort in Montego Bay, Jamaica. I reached out to Cheap Caribbean on 3/16/23 and spoke with ****** ******. ****** begin to make the appropriate changes to the trip itinerary. Upon completion, I was informed there is some type of technical issue that prevents *** ****** to save changes to proceed with the rebooking process. He informed me that I would receive a return call the next day. NO CALL RECEIVED. On 3/19/23, I spoke with ******* ******. *** ****** indicated AN ERROR still remains on my reservation. He was unable to open the reservation because of this. As a result he completed a Resolution Issue Form with ID # ******. I was informed to follow up the next day to see if there has been any progression. On 3/20/23, I connected with ******. I was informed there continues to be a SYSTEM ERROR. He was unable to look into my reservation and created another Resolution Issue Form with ID # ******. I have requested to speak with a supervisor on 3/16, 3/19 and 3/20/23. I have held on the phone for hours at a time. I STILL HAVE NOT SPOKEN WITH A SUPERVISOR TO DATE. I simply want my trip rebooked to Jamaica. The time clock is ticking - the cost of flights and resorts are going up daily. I keep getting the run around as it relates to this trip.Initial Complaint
03/20/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
charged my account twice for $250 and was told it would take 2-4 days to refund funds, it is now day 20 and i still have not gotten my refund, i keep calling and no one picks up,this company is a rip off and deceitful and is fraudelent, DO NOT USE!!!Initial Complaint
03/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We booked a four day all inclusive trip to Cancun via CheapCarribbean.com. We were expecting 2 beds in our room (we got one, I booked with a friend so this was beyond awkward. Also not what we paid for) Upon arrival at the resort we realized the room we had booked stunk of gasoline and found an open tank of gasoline in our room. Our “gratuity included all inclusive package” was not honored by hotel staff, as lines at all bars and establishments were 30 minutes plus. We barely got to use the expensive alcohol package we paid for. Finally, ******** Airlines delayed a flight on our way home, due to an issue with their plane. Upon further questioning, they told us the delay was caused by a maintenance tech shift change, causing us to miss our connection and incur hundreds of dollars in more charges that we were not planning on. Bottom line: we did not receive many of the services and amenities that we paid for. Plus we ended up paying even more just to get home a day later. Other buyers need to made aware to avoid these types of predatory “online deals” if they want to stick to their travel budget and get what they paid for.Initial Complaint
03/13/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Paid in full for a vacation and the company changed my hotel in error. From 9am to almost 4pm and they keep putting me on hold and no managers to resolve the issue. They said they made the mistake but taking hours and day to resolve it. My trip is approaching and NO RESORT! my flights are booked and all the surrounding resorts are now booked. They keep sending me updated emails with the same wrong resort. Even the resort contacted me about a reservation I DID NOT AUTHORIZE. CHEAP CARIBBEAN made the mistake and WILL NOT REFUND ME! I don't want any CREDITS! I WANT MY CASH BACK TO MY CREDIT CARD!Initial Complaint
03/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I worked the entire pandemic and just wanted a break away from the hospital. My trip was canceled and I was issued a credit. Unfortunately, with everything going on, I totally forgot that I had the credit to begin with and it had expired. I just wanted my money back or some kind of compensation for the money I am going to be out of.Initial Complaint
03/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
To: Cheap Carribbean 2/27/2023 1:25PM Page 1 of 1 I was told that I need to type out this email after being on hold for 30 minutes with customer service. My wife and I just got back from ****************** and IT WAS A DISASTER OF A VACATION. THIS PLACE IS A MONEY GRAB, OVERPRICED FOR THE LOW LEVEL OF SERVICE AND GENERAL QUALITY. MANY LOCATIONS CLOSED. SLOW SERVICE AND THE DRINKS ARE TERRIBLE! Seriously, not one label of liquor OF ANY BRAND that anyone knows!!! The very first drink we got was so disgusting that my wife had to pour it out. I cannot believe how gross it was. NOW TO ALL OF THE CLOSED LOCATIONS Firstly, the "sand bar" which is the first shown thing on here ***************************************************************************** DOES NOT EXIST. FLAT OUT NO BEACH BAR WHATSOEVER!!!Second- The sushi bar that I was immensely looking forward to which is shown on here ***************************************************************************** DOES NOT EXIST. FLAT OUT NO SUSHI BAR WHATSOEVER!!!The "scores" sports bar - shows open ****pm and was only open for AN HOUR A DAY. It was not a manned bar, only a bar that was setup for their "festivities". As a sports fan this was another huge letdown as 95% of the time the place is dark. NOT WHAT I PAYED FOR AND IT WAS DIRTY.THIS IS NOT WHAT I PAYED $2500 FOR AND WAITED FOR A YEAR TO DO. I have used your service 4 times now and spent well over $10,000. I expect a large credit due to these issues so that I can go on a proper vacation to a resort THAT ACTUALLY KNOWS WHAT THEY ARE DOING. Security issues are a concern as a blacked-out shirtless gang banger threatened me and security HARDLY DID A THING- The same guy was in the sports bar on Friday 2/24 about an hour later where security once again couldn't control him. I DID NOT FEEL SAFE. I will not be returning to any cheap Caribbean resorts until a proper credit is applied to my account. ***************************Initial Complaint
03/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I reached out to them after being put in a room and told differently when I booked to what I'm receiving and they are not giving me any accommodation. Instead of trying to help me after I said I would pay the difference to upgrade they are telling me I just want things I didn't pay for which is not true
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
325 total complaints in the last 3 years.
61 complaints closed in the last 12 months.