Booked our trip and were already at the hotel checked in when we called to see if we could modify and go to the next level up of an iberostar resort when they hung up 3x so we thought it may be a connection issue. We then went to the website to modify and in the process got an email that our reservations were cancelled. We immediately called and the customer service rep was horrible and said we cancelled and "to bad so sad". They told us we had to pay out of pocket for flights home and try travel insurance to get a refund. We had already paid the over 5k in full months prior. After 4 hours on the phone and being told that reservations couldn't be cancelled after check in at the resort despite them doing so we got no where. We ultimately called our airline and explained the situation and they assured us they had been paid and saw that Cheap Caribbean had attempted to cancel and they stopped it. The onsite liaison still had our reservation but said that they wanted us to call them again. We did not as we spent hours on the phone with multiple disconnections with them getting nowhere. Our hotel never had an issue but Cheap Caribbean continued to send us emails that our trip was cancelled despite us being at the resort already. NEVER USE THEM, it was the most stressful and unprofessional experience ever. Appalling overall and luckily Delta airlines and Iberostar are wonderful as was the woman from Amstar at the resort. This company was great years ago but no longer and they are owned by Hyatt so beware.
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