We contacted Cheap Caribbean via their websites complaint process on July 19 at 9:15am regarding the terrible service, food, cleanliness of our room, safety of the resort and the misrepresentation of the hotel that we received by reading their website. The hotel was nowhere near a 4 star resort. The food was not edible; our room was not ready when we arrived which was around 5pm. My wife got very sick after the first night of dinner and additionally slipped on the very wet floor in the lobby. I could go on and on but there are too many items to list. Bottom-line, their website misrepresented the hotel by saying it was a 4 star resort. At a 4 star resort you should not have to worry about the food, the room being dirty, service, etc. On July 19 I spoke with the General Manager about them waiving the cancellation fee and they agreed. We called Cheap Caribbean to tell them that they were waiving the fee but we did not hear back from them until July 21 after 5pm and by that time we were leaving 36 hours. I have since called them and they did admit that they should have given us the offer of changing resorts which was never given to us. They sent a "customer service" response basically saying it is out of their control. Kind of amusing, we paid them over $1400 and they can care less.