I’m new to these boards. I’ve cruised 3 times prior and my recent booking will be my 4th. Thought I would relay a terrible experience I am having with Royal Caribbean.
My family booked a cruise on Harmony for a December departure. At the time of booking I was given an October 7th payment date. I was waiting to pay until the certificates I submitted 3 weeks earlier could be deposited (note:they still have not been deposited, but that’s only part of the problem). Last night, September 29th, I received 9 emails saying my reservation has been canceled by RCI because my October 7, 2022 payment date had passed. Huh, yesterday was September 29. Further, all of the packages that I booked had also been canceled and the amount I was being refunded was $0.
I spent the first 3 hours of the day just getting my reservation reinstated and using the pre-existing reservation number so that it could be used when eventually (if ever) my certificates that I submitted 3 weeks ago get approved. I also received assurances, but no email follow thru that I would actually be refunded for the packages.
I spent another hour working on figuring out why they approved my certificates, they sent me an email 6 days ago, but are refusing to deposit the amount into my account (I received “assurances” that they would get to it on Monday).
I spent an additional 2.5 hours just trying to get the packages that I had paid for added back to my reservation. They wanted to charge me 25% more to do so and were unwilling to even make me whole with on board credits. I had to tell them that what they were doing was illegal (canceling a reservation in order to charge me more) before they eventually caved and gave me just enough credits to make me whole, but nothing more.
In total, 6 hours on the phone arguing with them just to get me back to where I was yesterday before they incorrectly canceled my reservation and no offer of additional on board credits, no apology, nothing. For all I know, they’ll cancel my reservation again tonight - they couldn’t even say why it had happened in the first place, though I pressed them repeatedly to find out why lest it happen again.
Could not be more dissatisfied with my RCI choice at this moment.