We are cruising on the Pacific Explorer in October. Instead of opting for the more economical "Go Package," I chose the "Value Package," which promised "Room Selection." I even paid extra for a Midship room. Despite numerous emails, hours of online chats, and multiple phone calls, they are refusing to allow me to choose my room. They will allocate one closer to the sailing date. They are citing the good old Terms & Conditions stating "Subject to Availability," but it's clear that rooms are indeed available. My concern is their false advertising of room selection, with other customers also paying for this service. When I requested a partial refund for the unfulfilled service, they declined.
I understand they have changed owners, and their indifferent attitude towards customer feedback is evident from their poor reviews. But given this is a clear breach of the fair trading laws, how are they able to get away with it? Can anyone provide contact information for the department responsible for room assignments? They have refused to disclose any contact details. Alternatively, does anyone know the escalation path to reach a manager with the authority to address this issue? Any assistance would be greatly appreciated.
PS I have paid in full and checked in.