So.... I'll try to keep this short but if anyone has any ideas I would really appreciate it...
The wife and I originally purchased a standard balcony room back in September for a 3/2024 sailing.
The room came with the "Free at sea" program with a Restaurant and Beverage package.
We also purchased access to the Vibe Beach Club for our entire sailing (7 Days)
Trip was paid off in October: $3000 plus total
In November we decide to upgrade to a suite.
All is well until the agent determines that they can no longer find the Vibe Beach Club access and they want $500.
I have proof that the access was purchased via their own web site, yet he wants another $500 when we call to upgrade the room.
We get it sorted out after 30 minutes of on hold and I specifically ask: "Do we still have the Free At Sea Promotions?"
He answers emphatically: "Yes"
Now $5200 + total paid
December 1st:
I still do not see the Vibe Beach Club Access on our itinerary on the web site.
Call NCL.... They confirmed the Vibe Beach Club Access but now we no longer have the upgrades.
Rep states that the previous rep was incorrect. Wants $350 for items that were already purchased and assured that we had.
Spoke with a "supervisor". Wants $350 dollars.
Basically admitted that it was a rep screw up but I get to pay them more money because we decided to upgrade our room (Give them an additional two thousand dollars).
I told the "supervisor" that at this point we are stuck on the trip due to going with others but stated point blank:
No matter how awesome the cruise experience may be, I will never recommend NCL to anyone I know because NCL's customer experience is terrible.
It isn't about the money.... NCL flushes tens of thousands of dollars a day in bilge water.
Anyone have any ideas ideas on who to speak to?
Thanks in advance cruisers!