Casablanca Express review: 7 Night Mexico or Caribbean Cruise

​Beware - if you've received any promotions or free trips from Casablanca Express, DON’T waste your time or your money.

They are complete scammers! Both Beth and Julio (who work for the company) are so rude and know nothing about real customer care.

In September 2022 my husband and I participated in a timeshare presentation, where (after enrolling), we were given a Certificate for a free ​7​ night Mexico or Caribbean cruise (retail value of $3,498.00, through Carnival Cruises).

After many phone calls, trying to find out dates for the various cruises on May 11, 2023, Oliver, at Casablanca Express finally sent me the certificate that I could use for these cruises (package code ECRB, vacation ID 1555003). He also informed me that there were no more cruises available for this promotion for the year 2023. AND that I will need at least 90 days in advance to book a specific cruise. It was not until mid-July 2023 that the new dates for Cruises for the year of 2024 were made available. On July 19, 2024, I logged into my Casablanca account and chose the cruise that was leaving from Puerto Rico on March 2, 2024. On that day, I immediately paid the deposit of $298 for the 7 Night of Caribbean Cruise, and received the confirmation of the receipt and reservation. The system let me know that this cruise date was saved to my account. A few days later when I visited my account online, I found out that Casablanca Express CHANGED MY port of departure to be from Miami instead of from Puerto Rico, which was my original choice. I called Casablanca Express and after being on the phone with Beth, she said that she would transfer me to a supervisor. I waited on the line for 40 minutes and then the call was dropped without getting any assistance whatsoever. It then took a few days to get somebody to correct this on my account, and I was told by a supervisor that I could not make any plane reservations until I would get a call from one of Casablanca Express agents, who would go over the details of the cruise. And, that that would happen about 45 to 60 days before the day of the cruise.

On December 28, 2023, an agent by the name of Beth called from Casablanca. I told her I was very happy to hear from her because I was waiting for the call from an agent to confirm our cruise that we booked for March 2, 2024. She then proceeded to tell me that we are not able to be on this Cruise. I cannot even describe how rude and unpleasant she was. She continued on to tell me that the cruise that we chose and paid for was no longer available. However, if we wanted to upgrade, we could change the date to May 5, 2024. If we chose not to upgrade, we would then be placed at the very lowest cabins with bunk beds where (she indicated) it is very noisy and very rocky. My husband is 73 years old (just recovering from cancer), and I am 70 years old. We were going to celebrate our 50th anniversary on this Cruise. We were shocked to hear all of these details that were never revealed to us before. She also informed us that if we were interested in the future date, we would have to make a decision right away. And even if we make the decision today, she could not guarantee that the cabins which we want would be available unless we added hundreds of dollars for this reservation. I tried to ask her why this had changed after we had already deposited our money and received confirmation for this trip on March 2, 2024. She kept on repeating the same words, that there were NO available spots for this promotion on the cruise that we had already chosen and paid for. She was very rude and unprofessional, and kept on raising her voice and bullying me, telling me that if I don’t make a decision right now, no cruise will be guaranteed for us. When I attempted to review what she was telling me, she replied, by saying, “do you not understand English?” I was offended by her rude conduct and informed her that I just wanted to know what options were left for me. She then proceeded to hang up the phone on me and just vanished. The next day, she contacted me again, claiming that the call yesterday was dropped by mistake. She informed me again that we cannot participate in the Caribbean cruise that we booked and wanted to know if we​ had made a decision to take any of the future cruises.

At that point, I was very frustrated and told her that I would like my deposit refunded. She kept on telling me that if I get this refund, I will not be able to use this promotion certificate. I told her that I no longer had any trust in her company and the deceitful and scamming ways in which they were operating. She told me that I was very difficult to work with and that she w​o​uld approve the refund of $298.00. The refund was later sent to me in the form of a check.

Casablanca Express makes false promises about free trips and cruises. They "place" so many difficulties and obstacles in the way for anyone who tries to redeem these so-called “free” promotional trips that it makes redeeming them almost impossible.. This company deserves the lowest rating possible.

Even Though the Complaints Board warns that Casablanca Express shows “lack of commitment ​i​n addressing customer concerns,” it gave Casablanca Express ​the surprising 73% level of trustworthiness! It states that because there is detailed contact information ​of the company and because the company provides a physical address, phone numbers, an email address, and carries social media accounts - these elements make them a legitimate business. However, their (lack of) customer service and the way that they scam other people are so shady and deceitful that it makes NO sense to categorize them as “a legitimate business.”​​

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