Last night we decided to cancel one cruise in favor of a different sailing. We are well before final payment. We had made a deposit, paid an upgrade fee, and booked an excursion and some specialty restaurants. There was an option to cancel the reservation on the app, which I clicked. I received a confirmation email but the amount to be refunded was listed as zero! When I called Celebrity this morning to inquire about the refund, I spent over an hour and a half on the phone, only to be told they needed to investigate this and they would call me back tomorrow. The rep then told me that I should not have used the cancellation feature on the app and should have called instead!
why have this option on the app if all it does is create a problem? Frustrating. I’m sure it will be worked out, but probably after spending countless hours on the phone. This is certainly not a major issue in the scheme of things, just informing on my experience in case anyone is considering canceling