Cheap Caribbean
Reviews and Complaints

I just got back from Aruba which I booked through CheapCaribbean. It was easily the best vacation I've ever been on. The site walked me through my vacation step by step and I didn't have to spend a penny upon arrival in Aruba because I had already set everything up for it. On top of that I felt extremely safe during Covid and Cheap Caribbean helped me by letting me know about travel restrictions and requirements during the pandemic. I highly recommend to people who like being organized. Just make sure to read through the site thoroughly so you don't get charged extra by airlines when traveling! HIGHLY RECCOMMEND!

Tommy B fron Cheap Caribbean has been available for vacation recommendations, feedback and suggestions for years. My wife and I are returning to our honeymoon spot in Aruba (Manchebo) with our 8 year old daughter and Tommy hooked us up. He is who we used many years ago and is just as helpful in helping us plan our Caribbean vacation for this summers trip. My wife anil I have been to over 8 Caribbean islands, including Bora Bora last year and although we live in CA we love the Caribbean. Anyway, Tommy always goes above and beyond and I would highly recommend Cheap Caribbean and Tommy for all of your vacation needs.

On Saturday 10/9 around 11pm I booked a trip to Cancun leaving 10/29/21 until 11/05/21 & paid around $1800. Well, next morning, realized I was unable to go due to not having a passport ( my mistake). So I cancelled the trip next morning and was so upset after reading the reviews that I wouldn't receive a refund. However, I called ( wait time was an hour ish) and they had no problem refunding. They told me 8-10 days. I was still so worried so I live chatted 3 times to confirm I'd be getting a refund and I was told 14-21 business day. Sometimes up to 45 days. I was stressed out. But I knew I just had to wait. However on 10/14 I checked my account, and my full refund was in there, I am pleased and my opinion changed around. Refund took 4 business days.

We stayed at Oleo Cancun Playa for a week. Staff is lovely. Food is wonderful (Mediterranean and Asian restaurants are amazing). Resort is beautiful, rooms are huge, pools are clean (need to get to pool before 8 am to get one of the very limited lounges). Beach is clean. DO NOT take the Isla Mujeres/Snorkel Tour offered at the Hotel. Our catamaran slowly motored to island. Stopped in rough water off the island to snorkel for less than 10 minutes, being led like children in lines around other snorkelers, surrounded by their big boats. Buffet lunch was cafeteria food, drinks watered down, with 'waiters' putting tip cups on the table. The "private beach" had limited lounges that were all torn up, canopy was torn, construction tape and construction trucks working. Beach was very crowded with boats too close. The shop owners were everywhere trying to get your attention, it was like being attacked by bees. And after that we were taken to ANOTHER shopping area. It was exhausting. Slow motoring back to Cancun. $250 per couple. Save your money!

My husband and I recently took a trip to Cancun Mexico and we had the most amazing time! Everything was so easy with cheap Caribbean including payments, flights, and transportation to and from the resort. I was a little nervous because of all the negative comments online but guys when I tell you everything was smooth! Once payment is complete they send you all confirmation #'s and detail instructions (itinerary) about your travel. We had no problems. As far as the resort it was absolutely beautiful we stayed at secrets the vine and it was simply amazing. I do encourage everyone to do your own research when it comes to selecting your resort. I read a lot of comments about the resort don't look like the pictures. DO YOUR OWN RESEARCH! Once you find a resort on cheap Caribbean.com leave their site and google the resort, and search for reviews. Also, check out YouTube videos! Lots of people on YouTube have already traveled to these places and can give you the real deal on how the resort looks. Overall, our experience was a 10 out of 10 and I will be booking our next trip through cheap Caribbean again.

I gave it 5, I know some of you won't be agreeing with me,
But keep this in mind, nobody can make happy everybody, us, the people who is booking thru any apps or websites, when you do it, do your homework, also do the best out of it wherever you go, look at the bright side and enjoy the place you booked, nobody's perfect so don't expect to be perfect. This is my second time using this site and... do they have flaws, YES, they do,but don't we all have it?
My start are based on my experience with booking a vacation, my wife didn't check correctly the dates on her passport and I haven't got travel insurance protection, so I had to call the customer service and see what they can do for me, and guess what, the 1st time I did had to deal with a guy who didn't care what happened or wanted to listen to my problems and needs, but hey, I gave it another try out a few days later on and I did found a very nice lady that had the willingness and patience to help me and to listen to my problems and needs, and YES, she did helped me out. But also try to keep in mind that US as of clients must be nice with them and find a common ground and work it out. I think I said way to much, but this is my honest opinion.
To all of you reading this have a blessed day and blessed vacation.

I see some of these reviews and see a very common thread, buy travel insurance or face the problems of getting both travel AND flight credits.

We've used Cheap Caribbean numerous times and also had to adjust vacation times due to Covid. Each time is easy, but does take time with their attendants as they re-enter your vacation.

The rates are always very competitive with the resorts chosen, the flights are excellent rates. Our upcoming flights are nonstop with excellent time of day departures and arrivals.

Amstar is a wonderful vacation service that is used for excursions and transport to and from the airport, it's just easy and relaxing to look for the blue Amstar shirts with clean vehicles.

We've always had the most courteous help when calling in, in fact had to move our upcoming vacation for 2023 and Cheap Caribbean had a rate at a Now Resort/AMR group resort in Cancun with upgrades that I couldn't begin to match anywhere else, again with nonstop flights.

My advice to people is to plan carefully and make sure you are checking all the options and boxes when building the vacation before checking out so you don't end up with a problem later. That's part of acting as your own travel agent, you HAVE to be thorough when building the vacation.

I'd have no problem recommending Cheap Caribbean to family or friends, in fact we have.

In April 2023, I booked a week all inclusive vacation in Cancun for May travel. I didn't read any reviews at that time until a friend told me of all the bad reviews. I was skeptical but since I have already booked the trip, I couldn't cancel. A week before my travel, I confirmed my air tickets with the airline and no issue. May 14th was my travel date, got to DFW airport and checked in my luggage. No issue. When I arrived in Cancun, Amstar Transportation was easy to find right outside to baggage claim. I booked a shared ride and was lucky my hotel was the first stop. The bus was cleaned and cool air. We arrived to The Grand OASIS Cancun and was directed to private Amstar check-in room with air conditioning, champagne and snacks. We did have some issues with the Grand OASIS Cancun but it has nothing to do with Cheap Caribbean. The hotel advertised 9 restaurants but nearly 2/3 have additional cost. They are not included in the price but they are supported to be all inclusive resort. Another issue was the hotel have lots of cabanas around the pools and down the beach but they are all mark reserved every day. They charge 1300 peso which is about $73US, but the concierge told me $104 whereas Amstar is $90. I didn't want to waste my money and no one did. For the whole week I was there, 99% of all cabanas are emptied. This is a terrible business from the hotel. Lastly, there are Peacocks at the hotel and they made loud noise at night, all night, and every night. They will wake you up. Hotel is beautiful with many pools, bars, and hammocks. Security is good at the hotel Checked out day was smooth. Amstar picked us up to the airport. We have no problem was so ever with Cheap Caribbean.

We arrived to Grand Oasis Cancun Sunday June 30. The Amstar team was very kind and helpful with transportation to resort. When we arrived we checked in, then went to hotel room and changed for dinner.
We were told luggage would arrive to our room within 10 minutes. After 45 minutes, we called to confirm they were still on the way with the luggage. They arrived shortly after we called. The bell boy was very friendly, but helped himself to a beer from a refrigerator and proceeded to talk to us. We are nice people, but this did not seem professional. We showered, then went to dinner at a restaurant on the resort. We had to wait, which is okay. But most resorts have food available throughout the resort. It was a Mexican restaurant called Sarape. The food was not fresh, and when we requested bottled water the servers stated all water on resort was filtered. The margaritas tasted similar to cough medicine. The pollo tasted like goat. I have a hispanic friend, and she has made me goat before so I am aware with wait goat tastes like.
After dinner we went back to hotel. We called to request additional water and towels. Room service stated the would bring these items soon. The towels and waters never arrived. When we woke up (Monday June 30th) we called room service again to ask for towels and waters. They never brought them. We went to breakfast at the Tun Kul food hall buffet, which also was not fresh. The only good part as the lady making the omelettes. She was kind and welcoming. All staff of the hotel seemed unhappy to have us there. When we left Tun Kul, we went to concierge to let them know that we had not received towels or waters.
As we walked back into our building to talk to concierge, there were 3 to 4 inches of water in lobby from rain. We have photos on our phone for proof. WE told concierge we needed towels and water. She stated someone would bring them to our room. She never apologized, she just seemed unhappy that we were asking her for basic necessities.
Because of rain, we decided to see if hotel had any activities indoors for us to participate in. There is nothing on the hotel premises for guests to do in case of inclement weather. No indoor pool, no indoor seating areas, no indoor entertainment. Only one show at night- we were told we may be able to go to if we made reservations. There was a spa available that we would need to pay extra for, which is okay, but they were full. That is okay, but there was absolutely nothing for guests to do in resort while it was raining. The main lobby of the hotel also had inches of water on the floor and the glass ceiling was raining because of leaking. We decided on Monday that we wanted to leave because there was no positive to our experience thus far. We went the afternoon to eat at Dos Lunas. We also waited there for one hour. Once seated, we ordered our food. When we asked for sausage on our pizza, it was hot dog meat. I eat hot dogs in America a lot, so I know what hot dog tastes and looks like. We also have pictures of the hot dog.

We decided to leave the resort for an early dinner that night in Cancun. We went to a place called Dons on the road. They were very nice and the food was fresh. That made us realize that the quality of food was not bad in Mexico, just at Grand Oasis. When we returned to Grand Oasis that night, we decided to try one more restaurant that was open for late night snacks. That was for third and poor experience of food at Grand Oasis.
We got flights booked for Wednesday. On Tuesday we went off the resort for all meals and drinks.
Axel Jaimie with amstar arranged early transportation for us to leave on Wednesday. He was very kind and helpful.

We asked Cheap Caribbean if they could at the least remove Grand Oasis Cancun from their website. I have never left a vacation early. I am a nurse and work very hard. I wanted a nice relaxing vacation. Our poor experience was not because of the weather. If I wanted nice weather, I could have stayed in Tennessee. I am a 33 year old female. I am from the South. I am not a picky person. I eat continental breakfasts from Holiday Inns. I eat McDonalds. I have worked in the service industry since I was 15 years old. I have never sent a meal back or complained before. Please send someone from your cheap carribean team to experience this hotel for yourself.

This was a very negative experience and I will never return to Grand Oasis Cancun or use Cheap Caribbean to book a vacation and neither will the 3 travelers with me. That was my first time in Mexico, but the other travelers with me stated they have stayed at other resorts and had very positive experiences at the other resort. I will also never use Cheap Caribbean, because I can not respect that company for having this hotel as a travel destination. I feel like my whole trip was a waste of my time and money and all 4 of us travelers are very disappointed in Cheap Carribean and The Grand Oasis.

We booked a trip 10 months in advance for an all inclusive Caribbean vacation - air plus hotel for a large group of people. On the original booking telephone call with the Cheap Caribbean sales representative I specifically asked how much the refund would be if one person in our group cancelled (one person was undergoing cancer treatment and wasn't sure he'd be able to make the trip or not). Since Cheap Caribbean has different cancellation policies related to the different types of vacations they sell (dependent on a variety of factors such as whether the vacation was on 'clearance' or sale, related hotel and airline policies, etc etc), I SPECIFICALLY asked what the cancellation and refund policy was FOR OUR SPECIFIC GROUP (lest it differ), if one person were to cancel. The Cheap Caribbean phone representative told me that the cancellation cost would be a $100 Cheap Caribbean penalty and a $200 airline penalty by the airline ($300 total), and that we could cancel any time up until 24 hours before our trip. I considered this to be an excellent policy, and it played a major part in my decision to book with Cheap Caribbean, which I proceeded to carry out.

Four months later (and still many months ahead of our planned trip) I was informed by one of our group that they indeed had to cancel, and so I called Cheap Caribbean's customer service to cancel the person's trip. I was advised on this cancellation call the same as on the original booking call, that I still had several months during which to cancel and that we would receive the full refund for that person minus the $300 in penalties. Based on this confirmation, I decided to delay the cancellation for a few months, thinking there would be no difference in canceling now vs then. A month after that phone call, I called again, asking them to confirm the policy/refunds anew, in case I wanted to delay canceling again, and I was again repeated the $200 and $100 penalty story, with no additional details about further cancellation fees, and so I decided to wait to cancel again until later. BIG MISTAKE!

On the month before our trip (but well within the cancellation period advised to me on the phone multiple times) I called to cancel the reservation for that one person, and was informed that the other travelers that were booked under the same reservation would have to be RE-BOOKED and that, since we were closer to the actual travel dates, the current hotel prices were much higher, so we would have to pay the difference. In sum, I was told that if we cancelled the one person's entire hotel and airline reservation, we would only receive a travel credit of $110... OUT OF THE ENTIRE $1,800 TRIP COST which we had already PAID IN FULL to Cheap Caribbean. They explained that removing one person from a two person room would result in the cost per trip going up for the other person, so I offered them to move the remaining single person into another (existing) room with their family and release a room, which would make it available for re-booking to another customer at a higher rate. They advised that they could fulfill this option, but it would result still result in a re-booking charge (just to add one person into an existing room with no additional bed required!) and a slightly higher refund, a refund that would still be less than 50% of what was promised by the Cheap Caribbean phone reps.

The bait and switch was complete! I explained the phone call guarantees at length, begged them to listen to the recorded calls, to no avail. They would not budge. I asked them to reconsider and to escalate, since their phone reps had told me multiple times on the phone there would only be a $300 penalty, but they declined and essentially pointed to their cancellation policy and said 'tough luck, we told you so.' Side note: if I hadn't been repeatedly told a different refund policy on the phone, I would have gladly accepted this final decision!

So, how did this happen? Why was I told something different by their uninformed sales and service reps only to be told in the end that I would receive basically zero refund? My guess is that it was the result of poor employee training, or employee error, which as a business owner, I understand. The calls were recorded, so if it indeed was my (the customer's) error, a simple solution would have been to forward me the call recordings. Alas, this never happened, and I was told I was out of luck. Providing me with the call recordings would have been a great first step in averting all of this frustration and this bad review.

In my humble opinion, this is where Cheap Caribbean is failing it's customers spectacularly, and a reason why it will likely see it's competitors cut into it's market share substantially in the near future. A company with integrity would have escalated this issue to a manager who would have listened to all recorded calls and provided a fair solution to their customer. If the customer was in the wrong, they could just forward the recorded phone call containing the proof, what's the harm in that? It seems like a reasonable and fair way to handle a customer complaint. Unfortunately, Cheap Caribbean is not committed to doing what's best for it's customers, exists purely for the pursuit of the almighty dollar, and lacks integrity.

A note to those of you thinking of choosing Cheap Caribbean for your future travel plans: I took careful notes of all of my phone calls to Cheap Caribbean, and have the dates of the calls, the agent names, and exactly what they advised me. They promise the world in their sales and service calls; their phone reps speak freely to ensure they make (and keep) the sale, but when it gets down to brass tacks they point to their cancellation policy and say 'Sorry, told you so'. Run away immediately! Personally, my next step is to file a suit in my local small claims court to recoup the refund that I was promised by Cheap Caribbean, and I recommend other customers that have been taken advantage of by this company to do the same. Filing a complaint in small claims court these days is super easy: pay a minimal filing fee and fill out a short application, and you can usually sue for up to $5,000. Sometimes these large corporations think they can step all over their customers with no consequences, and we have to stand up for ourselves, right?

Word to the wise: Cheap Caribbean, Apple Vacations, Travel Impressions, Funjet Vacations, Southwest Vacations, Blue Sky Tours, BeachBound, and United Vacations are the same company, or owned by the same entity. After reading reviews around the web, it appears their sister companies are just as horrible to their customers - steer clear of all of them. There are plenty of other great options out there like Kayak, All Inclusive Outlet, Priceline, Bookit, Hotwire, Booking.com and others that at least give a tiny hoot about their customers. I personally will never use Cheap Caribbean or any of their associated companies again and will be spreading the word to all of my friends, family, and colleagues.

I have used Cheap Caribbean for a handful of vacations without any issues. I had booked a trip for my family of 4 to visit Cancun and was printing out my itinerary 2 days before travelling. I always take a paper copy of my itinerary in case there are any issues with cell service. In some sort of fluke fashion, while printing my itinerary, a window came up and asked if I wanted to cancel my trip. When I thought I was hitting the NO button to cancel out of the window, the cancel button was pushed. It sounds very stupid, I know, but it happened. I immediately called the customer service line who immediately informed me there was nothing that could be done. Two days before travelling, bags are almost packed and I have no more trip. This should not be that easy to cancel a reservation. The customer service rep told me there was nothing they could do for my flights, it was out of there hands. They were able to issue a credit for the resort (minus 1 night) which was more than acceptable to me. Unfortunately, it was going to take 72 hours to issue the credit for a future vacation. The agent told me that I had a specific amount of credit with Cheap Caribbean and I chalked the rest of this experience up to bad luck. Luckily, I was able to rebook the trip ad resurrect the vacation. After the 72 hours, I received an email confirming my credit amount. The credit amount was considerably less than what the agent told me it would be. I consider myself a faithful customer who has recommended this site to many people. With this experience, I will tell people to use any other site to book their travel. The cancellation ability is too easy on their site. Two of the three agents that I spent hours on the phone with were not what I would deem competent. They were not sympathetic, gave me wrong information and then when I rebooked with them (because they told me I needed to), they messed up our names and birthdates. The third agent, which was a third party travel agent, was very helpful. I am out thousands of dollars on this trip and will be very reluctant to use or recommend Cheap Caribbean again.

I had booked and paid for a trip to Punta Cana for March 15 of this year. I was taking 2 of my children and flying out of Syracuse with 1 stop in Philadelphia. The airline canceled our departing flight from Syracuse due to weather and wanted us to leave a day later. I contacted the airline and asked if I could get to the connecting flight in Philadelphia could we still depart on the day originally scheduled. They said no problem. So we drove 5 hours in a snowstorm to Philadelphia. I was told we would receive a refund for the flights from Syracuse to Philadelphia and back. I reached out to cheap Caribbean several times and no one has gotten back to me about my refund. Just getting an actual person to talk to is nearly impossible and once I do I get told someone will contact me every time and nobody does

I booked on line for the 2 of us i called to see if we could add a person to the room & get the same flights,since we are going with another group of 4. he said that would not be a problem but when i got the email conformation he had changed our flights to later in the day we should have oceanfront but now 0cean view. I called on Sunday the next morning after 2 hrs on the phone he said he fixed the flight but couldn't do anything about the room,but we did not get a refund,so we paid for oceanfront but get ocean view then he said we owe 885.00 after refusing to pay that he said that they would wave that. he sent me the email conf. i told him that was not right that it has that we have a balance due.I said no we did not owe the 885.00 he said that is true it should be on the phone recording but yet here I am on the phone for another 2 hrs waiting on them to fix it. your policy says balance has to be paid 21 days before trip which i book 20 days out so if i owed anything it would have had to be paid when i book. listen to the recording. After holding for another hr. i was told that the clam has been submitted it will take a few more days. this is CRAZY it's their fault not mine

I am very disappointed with the trip. The hotel was old, my room was dirty, the tub/shower did not drain. When I used the blow dryer the electric went out and stayed out for hours. My husband had to pay housekeeping 20.00 to get someone to fix the electric. The room was hot and smelled like mold. I had huge roaches in my room. I ended up paying almost 200.00 extra to upgrade to a different room. I had already upgraded to the black band and was told I would receive extras. I did not receive anything extra. The food was all the same just in different restaurant. We ate nothing but fruit the entire trip. We made reservations at one of the restaurants (I believe the name is Cararass) The manager told me that I had to change my shoes, women are required to wear hi heels. I explained that I can't walk very well. I'm an older woman with a medical condition. The manager of the restaurant stated that if I buy a bottle of wine for 90.00 he would be able to seat me otherwise he will cancel my reservation. That night we were left without a place to eat other than the horrible buffet. The entire stay was disappointing. I'm planning on taking another trip in April/May and also in July I don't feel comfortable booking with Cheap Caribbean again unless this issue could be resloved.

I booked a trip for 5 people for a family wedding and purchased the travel protection for everyone. Two of my daughters couldn't make the trip so i cancelled 2 people from the trip within 2-months of the date. They are only refunded my less that half of what I paid. When I spoke to various customer service representatives over the phone they all gave me different amounts and would not put anything in writing. Very frustrating and unprofessional service.

I am now trying to use the reduced credit and I'm getting the run around again because the credits were issued under my daughters' names but I paid on my credit card.

I will never use cheap carribean again.

I am traveling with a group of 6 from to Cancun on 2-19-23, returning 2-25-23. We were emailed by you a couple of months after booking about a substantial change in the flight back, which would require an 11 hour layover, getting us in at midnight. We would NEVER have booked this through CC had this been the timing. I have horrible eyesight and can’t drive home at that hour! We live in Rochester but opted for the more budget-friendly flight from Cleveland. Our original flight left at 7:00 am from Cancun and had us home at 1:00 pm.

Amy Ward

Reservation :D7T003CJ

I would give zero stars if I could. Do not book international from us with cheap caribbean. Once you are out of the us you are on your own for travel rebooking accommodations and transportation if you are stranded or delayed for any reason (weather, etc.). They do not answer the phone while you are traveling and they do not honor the call back if you are on hold for hours like the voice system claims. The hotel you chose will give you the worst possible room even if you place a request when booking. We had a medical emergency and received no help from the in travel cheap caribbean number even though they claim they are supposed to assiat with getting help. My husband almost died due to our inability to secure an ambulance to the hospital or a paramedic to our condo (that we had to move to and pay out of pocket for due to travel delays)! The is our 2nd and last time using cheap caribbean. Save yourself the headaches, money, travel terror and potential death outside of the us. Thankfully knowing spanish I was able to get is through this horror show of a vacation. And if you must book through this terrible company, add the travel protection plus or your are completely screwed and your booking is useless. Avoid cheap caribbean!

Where do I start? This is my 4th time booking with cheap Caribbean and I’ve NEVER had an issue until now. I’ve always had very positive experiences but this booking changed everything.

I booked this trip as a family vacation for 7 of us to Cancun and paid the $3,106.84 deposit.

I booked it at the end of June 2022 for February 2023 travel, well at the beginning of July I found out that I was pregnant and my doctor stated I couldn’t travel out of the country that late in my pregnancy. I called cheap Caribbean to see what my options were to move the dates of travel from Feb to September and the agent informed me that I could do that but there would be a $100 cancellation fee per person. I agreed to that because, well it seemed fair, at the time but then I call back a few days later to find out why the credit wasn’t on the account so I could rebook and they said they couldn’t credit me without a letter from my doctor, so I submit that and then they tell me they are reviewing my letter and will get back to me. Weeks go by and silence! So I email and ask what’s going on and I stated that I didn’t want my money back, I just want to move the dates of travel from Feb 2023 to September 2023! A representative calls me and tells me cheap Caribbean can’t approve a credit because the flights for American Airlines are non refundable. So she tells me to resubmit the doctors note and she will send it to American Airlines for approval and it will take 6-8 weeks to get a response.

So I wait 7 weeks to reach back out and the representative emails me back stating that the request was denied and out of the $3100 that we paid, only $300 odd dollars would be credited. I then ask if I can just have the rest of the party travel and cancel my ticket instead so we don’t lose the money and the agent told me no, once the trip is cancelled you can’t rebook. So I call customer service, yet again, and they tell me to call American Airlines directly. (Oh and they also tell me that there is no pending credit, all the money was non-refundable so the previous agent lied to me!)

So I call the airline, the customer service rep tells me that no credit was ever requested from cheap Caribbean! They said they would approve it if the booking came directly from their site. So I fill out American Airlines credit request forms online and their emailed response was that since the trip was booked through cheap Caribbean, cheap Caribbean is responsible for the decisions for a credit for a later travel date for circumstances like this.

This is absolutely ridiculous. Instead of robbing your REPEAT customers, you could try to be more empathetic. It’s unfortunate that I’ve been running in circles for almost 6 months with no decent resolution! I’m not asking for money back, we just want to travel at a later date! Furthermore,

There is too much inconsistency with CheapCaribbean at this point. Your customer service representatives are lying to customers and it’s extremely distressing and unprofessional!

We booked our trip by phone with a CheapCaribbean representative on 9-25-22. We were offered trip insurance and decided to purchase. We normally purchase insurance through InsureMyTrip.com. We paid and all was set to travel. All was well.

The nightmare began when arrived to the airport. Our flight was scheduled to leave at 8:05 am. We arrived at FastPark&Relax at 5:30 am. We arrived at Hartfield-Jackson International Terminal at roughly 5:50 am. We entered the terminal seeking Frontier Airlines. After about 20 minutes with no luck, we asked an airport worker for directions to the Frontier ticket counter. We had already checked-in our flight the previous day and paid for luggage. We were told that Frontier was located at the domestic terminal, which is 6 miles away. We were told to take a shuttle to the domestic terminal. We’ve been traveling with CheapCaribbean for years and all of our flights leave from the international terminal. Hartfield-Jackson’s website indicates that ALL international flights leave from the international terminal. That’s not the case. There was no indication by Frontier or CheapCaribbean that our flight would leave from the domestic terminal. We scurried through the airport to get to the shuttle pick-up location. Once we get there, a long line awaited us with several travelers/families in the same situation. We finally got on a shuttle around 6:25 am. It took about 30 minutes to get to the domestic terminal. Once we arrived at the domestic terminal at 6:55, we raced to Frontier’s ticket counter only to be met with a long line. We were divided into to two lines, one for domestic travel and one for international travel. We stood in line with other CheapCaribbean travelers waiting for the line to move. Several of us went to Frontier representatives to explain the situation, we were told to stand in line. When went finally get to the ticket counter, we were all met with disappointment. We were told that we had to be rebooked. Our only option was to fly to Denver that day, stay in Denver at our own expense until Monday, and they would fly us to Cancun on Monday at 10 am. There were several issues with this option.

1. The was a “no show” with the Hideaway Royalton that stated that if you failed show during scheduled arrival time, you forfeited all your money.

2. Frontier stated that we had to pay for our own lodging and food while in Denver for 2 days.

3. We packed clothes for Mexico. We didn’t have the proper attire for Denver, which was 40 degrees colder than Atlanta. I was just recovering from the flu.

4. We had an event to attend on that particular day at the Hideaway Royalton.

We asked to speak to a manager about the situation. We explained that we arrived at the international terminal with more than enough time to catch our flight only to find that international flights do not leave from the International terminal. We were extremely disappointed with the lack of explanation, indication, and awareness to their customers. The were at least 10 - 15 other traveling groups in the same situation. The family in front of us was traveling to Tulum. They missed the flight as well. The Frontier manager at the counter stated that this was an ongoing problem and they’ve reached out to corporate many times to have them indicate to customers that Frontier’s international flights leave from the domestic terminal. She said there was nothing she could do and that we either had to take the Denver rebook option or lose our money. She said we could contact customer service and gave us the number to Frontier’s customer service. We, along with 3 other families, stood there attempting to contact customer service. It was 7:45 am eastern time and Frontier’s customer service didn’t open until 8 am mountain time. Standing there in disbelief, I attempted to contact CheapCaribbean’s during travel 800 number. CheapCaribbean was closed as well. Knowing we would forfeit all of our $3800 spent on this trip if we didn’t arrive on that day, we sought other solutions. One of the other families in line with us told us that Delta had availability that day and they booked flight for 2 pm. We went over to Delta’s ticket counter and stood in line. When we got to the counter, the representative said that this is a frequent occurrence with Frontier and she sympathized with. She found us two flights to Mexico for 6 pm. The cost was $2200. Then she placed us standby for earlier flights. We were lucky enough to get a 11:10 flight. We had to $2200 to keep from losing $3800.

While waiting on our flight out, we were able to contact CheapCaribbean customer service. We explained the situation and was placed on hold for over 30 minutes. The representative came back and stated that our insurance covered the situation and give us the contact number and policy number. We also had to rearrange pick up from the airport.

My wife and I are public school teacher who get to travel once a year. For the last 7 years, we trusted CheapCaribbean to take care of our travel arrangements. We are loyal to CheapCaribbean and have constantly recommended you guys to every one we know. We trusted your words that the insurance would cover the additional expenses. We filed a claim immediately upon return home. We’ve patiently waited on TravelMate to respond. On 10/25/22, we were told that the insurance we purchased didn’t cover our situation. We’re out of $2200 additional dollars. Frontier refused to refund our monies. TravelMate is refusing to pay us. We trusted you guys for years and have been loyal to your brand. Now, we’re stuck an additional bill due to the negligence of Frontier Airlines, Cheap Caribbean and TravelMate. Your representative told us this was cover. It was not. We were told in an email today that Frontier offered us a next day flight. They did not. What will you do to rectify this issue?

I booked my November ‘22 vacation in April ‘22 with airline credits plus a deposit. I called on Oct. 31, 2022 to pay the remaining balance due. I was told that my airline credits were not applied correctly due to agent error and that I would be getting a resolution within a couple of hours. I called back on Tuesday, I was told that I would be getting a call back on Wednesday. I called back on Wednesday, I was told that I would be getting a call back on Thursday. It is Friday and I still have no clue what is going on with my reservation. I spoke with 3 agents and a supervisor. I spent 5 hours on the phone. This type of customer service, or lack there of, is preposterous for a long-time customer like myself. I have been booking with C. C. for years!

Reservation # A9D103CJ

I just returned from PUJ. I am very disappointed with my trip. I went on this vacation as I am healing from a major life stress. I explained to the woman at the front desk (who was extremely unfriendly and unwelcoming) that I am here to rest. I don't drink alcohol and I am not a night time party/entertainment person so I request a room in the quiet side of the resort so I can sleep.

This is how she welcomed me: “Are you here alone” with a funny look on her face, what is your last name?"

It felt so unwelcoming!

She said in this room (3112) you should be able to

sleep. Well, this room is located in between a party pool and the night time entertainment area. Horrible. I called security a few times. I did not get much sleep at all. I am returning home more exhausted than I came in. I sleep with ear plugs and white noise. The pillow was vibrating under my head. I am requesting a full refund or an equal value voucher for a future trip. I needed rest and did not get it. Thank you,

Gabriella Neacsu Katz

Good morning,

I am writing today because I had one of the worst experiences ever. I contacted Cheap Caribbean on Aug. 31st. to book a trip for my 41st birthday. I spoke with Marian Vazquez Duarte. We stayed on the phone for over an hour going over different vacation options, hotel, and flight. She proceeded to find a package that fit my needs. I would be leaving Sept 18 via Rdu to Punta Cana coming back Sept 22, 2022. Yes, I understand that I was sent an itinerary but if you have gone over the booking and got a confirmation my last thought was to thoroughly look through, I took her word plus you cannot separate dates if you are taking a flight. I would have to check in on the day of my flight. The system will not even allow you to make that option by booking a check in on the next day. Well unfortunately I got to another country to get to my hotel after traveling for over 8 hrs. To find out my check in date was not until 9/19? How was that possible? I reached out to your company and sat on the phone for over 2hrs trying to get my issue resolved and none of the customer service reps. seemed to care about me at all. I was in a whole other country getting told by the resort that I didn't have access and if I didn't take care of it, I would have to leave until the next day. Your representatives were extremely rude, extremely rude and were not willing to show any compassion for my situation. I was a customer. What happened to customer service? All he could say was "it was not our fault it was the system" and because of that I should have been taking care of Knowing that it was a system error. I have yet to hear from anyone and I have reached out to numerous websites to file a complaint and I have yet to hear from anyone. I will make sure I contact a lawyer and give your company the worst review ever. It is sad that this is what the world has come to, having to deal with bad customer service.

I would like my issue resolved by offering me a full refund for my stay that I had to pay for out of pocket, I did not get my $200 hotel credit and I was inconvenienced because of the Hurricane. Someone needs to reach out to me with a resolution. This has created mental anguish as well as a very traumatic experience for my first time out of the country.

Thank you,

Jessica Evers

Reservation #J9N003CJ

In April 2021, I booked a trip for 6 to Cozumel, Mexico for December 5-9. I made a down payment as well as was told I had credits to use towards the down payment.

In November 2021, I called to make the final payment for my reservation and was told that my reservation was paid in full. I also received email confirmation.

About a week and a half before the trip, I started receiving emails stating that my trip was going to be cancelled due to non payment. I called the company each time I received these and each time I was told "Do Not Worry" everything is fine, your trip will not be cancelled.

4 days before our departure date, we received an email stating that our trip was cancelled due to non payment. This was 100% company error and now they will not let me use the money I paid to book a new trip. Life happens and the same 6 people are not in a position to travel. I just want the money I paid in which was $4,349.34.

Booked through cheap carribean.com website to plqya del carmen august 19 to august 22 of 2022, our flight was august 19 at 11:59 pm so we paid august 19 and were not even there, next is we paid $98 extra per night for oceanview, but hotel rio mexici does not even have an ocean view room at all, we are trying to contqct them through calls and emails but no one is responding [protected]@cheapcarribean.com is blocking every e mail we attemp to cintact them, and left them messages at contact us but never got a call at all our booking n. Is Y23BAOCX

I stated at the Sunscape resort in Curacao from 8/22/22-8/25/22. From the time I arrived at the resort it was a disturbing. On 8/22/22 at 4:45pm I sent Orlando Godoy Rivera an email to inform him that I’m not happy with the resort. I waited over an hour for my room to be ready. To then be told that they are short staff. In addition, the room was in extremely poor condition. I was moved to another room 1 1/2 later and that room was more updated but it was not clean. There was left over spills and stains from the previous guest. It is my birthday treat to myself and I’m not happy with the service and conditions being provided. This resort does not represent what they advertise and I’m extremely disappointed. Mr. Orlando responded at 5:50pm and stated to please call: +[protected].

I called the number attached to the email. The representative stated that she would contact the resort. However, the resort told representative from cheap Caribbean that they will ensure they compensate me for my discomfort. I received a bottle of champagne and a 25 minute massage. I am extremely disappointed the compensation. I have never stayed at a resort so poorly maintained, out dated and rude staff. I had to sanitize my own room on vacation. As it was my Birthday and I wanted to relax and that was not my experience. The images upload on Cheap Caribbean does not match the resort in person. The images are very misleading.

I experienced animals (birds) eating the buffet food, bugs on the food, not enough food, and my drinking cup at the bar being reused without being washed. In addition, to my room never being deep cleaned as the resort informed the representative from Cheap Caribbean.

I would like to know if there is someone that can assist with me with a refund for this disaster of a vacation/birthday celebration. This is the worst vacation I had in my entire life. I will never forgot how awful my birthday was in Curaçao. I did not enjoy my birthday day/vacation at Sunscape Resort. I attempted to contact Mr. Orlando when I retuned to the US but to no avail. I have booked with Cheap Caribbean in the past and this I am disappointed by the horrific experience.

We recently stayed at this property. Given that it was less than a year old we were excited to stay. After traveling a majority of the day we arrived to the property. The grounds were luscious so our excitement grew. Check in was easy, but I noticed that there was black mold on the ceiling. Perhaps it was due to all the moisture so I looked past this. After checking in, an associate sat with us for over an hour trying to “sell” us on amenities. We kept saying we were hungry and just wanted to eat. She kept talking. Completely ignored our comment about food. She walked is to the room. Upon entering it was very musty. The glass on the windows was dirty and the plunge pool on the balcony was filthy. This was also not a plunge pool. More like a hot tub. Anyhow we didn’t come to this resort to sit in the room. After an hour of our time being wasted the bags were still not in the room. We were beyond starving at this point and after roaming the property no restaurants were open! Ordered room service, which took another 45 min to show up. We paid extra to access the Preferred Club. Nothing special or extra about this other than access to a rooftop pool. First impression was a complete let down.

Day 2 our air conditioner broke and flooded our room. We were forced to move rooms. Had to repack all our stuff. Annoying, but not their fault. The problems got worse as it took us 2 hours to find a satisfactory room. Alot of run around and a waste of our morning. While waiting for a room, I made reference to the jogging path through the mountains and the nursery that was mentioned on the website. We wanted to take advantage of seeing the lush grounds, the front desk agent we spoke had no clue what we were talking about. He said we could walk up the gate and back. WHAT?!?!?!?! Agents who should be familiar to the property were clueless. We came there to relax and 2 days we were definitely not. The new room had very poor circulation and we woke up in the middle of the night sweating. Did i mention there was a dead orchard on the table with brown flowers on the table for both days we were in the room? gross !

Day 3 I had booked a special romantic dinner since it was our anniversary. Betty, the concierge, was incredibly responsive to my food questions and helped create a custom menu. Again another let down once we arrived for dinner. We were led to the wine cellar and there was nothing romantic about it. No flowers, no candles, no custom menu, no mention about our anniversary. Service was attentive, but there wasn’t a single special thing about this menu. And for the price I paid it was a complete waste.

Secrets advertises itself as Adults Only. This property is attached to a Dreams, family hotel. We were told at check in that no kids would be allowed on the Secrets side. Yet all restaurants located on this side allowed kids to dine. Get you information correct people!

I would never stay here again or recommend this property to anyone. It felt like a run down 20 year old property. Dirty, moldy, and not kept up. Don’t waste your money or time. Find somewhere else to stay!

My wife and I booked a trip to Aruba(2M3A00CJ) back in 2020, we were supposed to travel in Sept. But with the pandemic we tried several times to rebook but Aruba was not fully open so we waited. Each time extensions were given and we were assured we would be able to use the travel credits in the future.

Now that my wife and I, in our sixties, feel that it is safe to travel I am being told my credits expired and I am out of luck.

The problem is your representatives see this as only credits, to me it is a month and a half of take home wages that we scrimped and saved to use for a special vacation. Now it has been stolen from us- the money we paid your company is dropping to the company's bottom line as pure profit- THEY SHOULD BE ASHAMED.

I am refraining from going on an all out social media blitz in hopes that this can be resolved. The credit we are talking about is $2700 in hotel credits and who knows how much for airfare which they now say is my responsibility. I believe the original ammount paid tp Cheapcarribean was just shy of $4K.

Please help- this is dirty business and I will not accept it lying down.

And just so you know, I asked for a supervisor and was left on dead air for 15 minutes before I gave up and ended the call-terrible service!

Yours Unhappily,

Derrell South

[protected]@gmail.com

[protected]

Booked a 50th birthday vacation to Montego Bay. I called BEFORE booking, requesting my final payment be extended by three days. I was assured it would be ok as I have every intention of making the final payment and not lose money. Called to confirm the extension after making the first two payments and was told there was nothing they could do and my trip would be cancelled. I have used cheap caribbean for previous trips with no issues and I am so disappointed.