Thanks again wrk2cruise, he couldn't really tell me, just that they covered different items. We have now found a few other Australians on the cruise who have had the same issue and have had the charges reversed. I wish I had kept the original newspaper add that think stated that gratuities were included, which is normal for Australian booked cruises as we don't have a tipping culture, with everyone receiving a living wage. However I do not want to see the crew disadvantaged by not receiving the gratuities that they deserve, so just gathering some facts so that I can revisit Guest Relations and hopefully see a different person.