If you book through Royal I'm pretty sure that you get an XN gty which is a neighbourhood gty as opposed to the XB which is oceanview balcony gty.
If you go through a travel agent you can choose which gty you want, the XB will be higher than the XN
At 45 days out they could move you into their group to get the OBC but they don't actually have the space or the group rate any longer. There were some sailings during start up where Royal let TA's keep their group rates until 30 days prior to sailing however those days are long gone. As I mentioned Royal pulls back all unsold group space at 120 days so that they don't get stuck with TA's not being able to sell it.
Royal recalls group space from TA's at 180 and 120 days to sailing so after 120 days TA's have no group space. Also group space is limited to a very few categories and none of which are triple / quad occupancy cabins or suites so it is extrememy unlikely that a ship would show as sold out due to TA's holding group space
All it would take to get the Izumi situation corrected is to reach out to Royal via Facebook or Twitter. Not the first time a F&B manager or Hotel Director has misinterpreted a policy or tried to go rogue and won't be the last.
It would probably be based on what the overall booking cost came to. They may have a certain minimum before they start rebating part of their commission.
What i find unbelievable is that it takes a letter to the executive office for a solution thst is so simple, easy to implement and that every front line supervisor should be able to do.
You should lose $110 per person and the rest would come back as an FCC, that will be valid for 12 months.
I'm assuming the original booking was NRD and just because you moved it during Covid does not change the fact that the full amount is still considered non refundable.
Several years ago I tried boarding a ship with just my nexus card. Government websites said it was allowed, gave up after 15 minutes and showed them my passport.