I was in the process of booking The Premium Junior Suite Ocean View for the Secrets Playa Mujeres Resort in Cancun, Mexico, and when I clicked to pay, the flight was no longer available within just a few seconds. Their site shows when there are only a few tickets left, and there was no notification for this at all. The next best departing flight was an additional $80 per person. Therefore, I was forced to purchase the more expensive airfare which was scheduled to leave earlier than the departing flight I was originally in the process of booking.
After purchasing the trip, I checked other vacation sites because I was disappointed in how their prices jumped up immediately. Their site almost seems to be a bait and switch. I went to AppleVacation.com and I found the same exact room and flight for $149.82 less than their price. In addition, AppleVacation also includes a free round trip transportation to and from the resort, $400 in coupons, and you have the option to select your airline seats. This is my first time booking with CheapCarribean, so they were offering a $100 coupon which I never received in time for my booking. I have yet to receive the email by the way.
I have been on the phone waiting to speak to someone for over an hour about cancelling or price matching, but when I called on a second line to book a trip I got an immediate response. The company's priority is to book, so they intentionally make the cancelation process extremely difficult and will consistently blame their sites maintenance for all their issues.
After waiting for over an hour and the first person was completely helpless, I decided to ask to be transferred to a supervisor. The supervisor told me that I would not be able to price match and receive their $100 first time credit that was promised, so be sure to read their fine print on their website about coupons and price matching. While I was on the phone with the supervisor for almost half an hour, I was checking travel comparison sites and noticed the same exact trip, including airfare, dropped by $250. I thought this was an error since I had just booked the same exact trip, but when I looked up the trip again through CheapCarribean, it had in fact dropped by $250. Therefore, had I not checked and waited on the phone for two more hours, I would have been stuck paying that much extra. While speaking to her, I asked how a dramatic change like that is possible and again, it was blamed on their website maintenance.
I never received our trip confirmation, and never received the $100 coupon. When we called the next day to ask why, they again blamed it on the site maintenance. In total, I have spent over four hours on the phone with CheapCarribean (mostly on hold). I subsequently found out that the AeroMexico flight that I was taking was chartered through AppleVacation and I may not be able to sit with my significant other since we are not guaranteed seats.
The booking process with CheapCarribean has been a hassle to say the least, but at least you have the option to split your payment. I guess (one star for them). As their site states while selecting rooms, "This room is similar to the Junior Suite Ocean View but offers more space..." for $35 more per person. I was curious in how much more space the room had in comparison, so I checked the hotel website and contacted the hotel directly. The website states that both rooms are 602 square feet and when we contacted the resort they said the same about size of the room and that the layout was identical.
Overall, I would recommend to stay away from CheapCarribean.com as their prices may be cheap, but the headache, frustration and lost time will surely makeup for their "cheaper?" rates. Their customer service never even accepted responsibility or apologized and merely blamed all these issues on site difficulties that occur past 12:00 AM. Meanwhile, we had booked our trip several hours before, but were on hold waiting to speak to a representative until past midnight. This became a three day process.
Bottom Line: No, I would not recommend this to a friend
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