Involuntary Downgrade

We booked a last minute cruise a few days ago on the Freedom with one cabin a JS and one cabin a W gty. I've checked for the past couple of days and no state room assignment, just said JS gty. I logged on this afternoon to find our cabin had been assigned but it was a deluxe ocean view. So I called RCI and the first girl I spoke with tried to tell me the new cabin was part of the W gty. I said no way so she got a supervisor. Long story short, they suck. They want to refund us $800 which brings the ocean view down to $100 pp less than the JS that we paid for. Essentially the same price! But they're willing to throw in $200 obc. We only booked the cruise because we wanted two suites, nothing less. Can we get a refund, nope. It was pretty much a take it or leave it. We can, according to the last supervisor we spoke with, call back on Monday but that does us no good since the cruise leaves Sunday. Absolutely horrible of RCI.

That sounds terrible. It says right in the description that they guarantee 'at least' that category.

yep , this is why i stay away from those guaranteed stuff. i dont trust it id rather know what cabin im picking.

If you truly do not want to go under these circumstances, have you considered no-showing and disputing the charges with your credit card as breach of contract?

not a bad idea, or go take the obc and all , then get home and dispute the charges for one cabin.

We booked a last minute cruise a few days ago on the Freedom with one cabin a JS and one cabin a W gty. I've checked for the past couple of days and no state room assignment, just said JS gty. I logged on this afternoon to find our cabin had been assigned but it was a deluxe ocean view. So I called RCI and the first girl I spoke with tried to tell me the new cabin was part of the W gty. I said no way so she got a supervisor. Long story short, they suck. They want to refund us $800 which brings the ocean view down to $100 pp less than the JS that we paid for. Essentially the same price! But they're willing to throw in $200 obc. We only booked the cruise because we wanted two suites, nothing less. Can we get a refund, nope. It was pretty much a take it or leave it. We can, according to the last supervisor we spoke with, call back on Monday but that does us no good since the cruise leaves Sunday. Absolutely horrible of RCI.

This is one of the oddest things that I have ever heard.

Did they at least tell you what the problem is? Did they sell too many W guarantees, and run out before assigning yours?

Call AGAIN. Ask for Resolutions. Some other people have posted phone numbers; I don't have them.

There is NO WAY that I would accept anything less than a full "comp" of the second cabin.

Wow.

:(

Ok, there are two phone numbers given in this thread:

http://boards.cruisecritic.com/showthread.php?t=2052625

Good luck.

try resolutions, as recommended by Marion Mom. I hope resolutions works someting out with you.

Welcome to Cruise Critic... hopefully you will get the matter settled to your benefit. Did you get a printed copy of your receipt? Do you know that Junior Suites have no suite privileges? Have you ever cruised before?

We booked a last minute cruise a few days ago on the Freedom with one cabin a JS and one cabin a W gty. I've checked for the past couple of days and no state room assignment, just said JS gty. I logged on this afternoon to find our cabin had been assigned but it was a deluxe ocean view. So I called RCI and the first girl I spoke with tried to tell me the new cabin was part of the W gty. I said no way so she got a supervisor. Long story short, they suck. They want to refund us $800 which brings the ocean view down to $100 pp less than the JS that we paid for. Essentially the same price! But they're willing to throw in $200 obc. We only booked the cruise because we wanted two suites, nothing less. Can we get a refund, nope. It was pretty much a take it or leave it. We can, according to the last supervisor we spoke with, call back on Monday but that does us no good since the cruise leaves Sunday. Absolutely horrible of RCI.

I am sorry you didn't get what you wanted but I am confused why someone would book a guarantee more expensive than pick your own cabin, which is what you are implying:confused: if guarantees are available I have always seen pick your own cabins available as well:confused:

That really stinks. Please let us know how this turns out. I agree with the others that if you truly have a confirmation in hand that states W GTY that I would accept nothing short of a full refund on that room.

Do you know that Junior Suites have no suite privileges? Have you ever cruised before?

That's not quite true. You get priority boarding, bath robes, coffee and tea makers in the room, plus a bathtub, walk in closet, and more space. It's not all about the free drinks in the concierge lounge.

Thanks to all for the advice and phone numbers.

Yes, we've cruised before, although not as much as most here but we are Diamond, so some. As I said, this was fairly last minute and we only wanted to go if we could get two cabins that were at least junior suites. This coming week was the only week that would work. The only ship that had suites and was within reasonable driving distance was the Freedom. So we booked one cabin as a confirmed JS and decided we'd take a gamble on the other and book the gty. The gty was about $300 pp more than the JS but we figured the worst would be wed end up with another JS. Apparently we thought wrong. The first supervisor I spoke with flat out told me they had no suites left and revenue management had put us in a ocean view. He offered the $200 inboard credit and I told him it wasn't enough. He then offered some wine or other amenities but I said no. Honestly, I asked for triple cruise credits for both cabins. He put me on hold, spoke with the C&A people, came back and said no. I then told him I'd be ok with the $200 obc and the drink package for both adults. He said he couldn't do it. A little while later my wife called and spoke with a different supervisor. She basically told her tough luck and no refunds. That supervisor told her the only people that could do anything were the revenue management people and that they wouldn't be in until Monday. We'll try again tomorrow.

Unless Royal Caribbean has created a new category, while I was asleep, or playing with my grandchildren this week........a W guarantee is for a Junior Suite.

A JS is sort of like a JS in a land hotel, more space than a regular or standard room, but not a full suite.

And there are benefits, one being a walk in closet, but for those that are working on points.......it's 2 points per day vs. 1 point per day of cruising.

The cabins have a few extra goodies, like a kettle for hot water. That's nice.

Please come back and let us know what RCL has, as a final solution to your W suite guarantee!

Rick

Thanks to all for the advice and phone numbers.

 

Yes, we've cruised before, although not as much as most here but we are Diamond, so some. As I said, this was fairly last minute and we only wanted to go if we could get two cabins that were at least junior suites. This coming week was the only week that would work. The only ship that had suites and was within reasonable driving distance was the Freedom. So we booked one cabin as a confirmed JS and decided we'd take a gamble on the other and book the gty. The gty was about $300 pp more than the JS but we figured the worst would be wed end up with another JS. Apparently we thought wrong. The first supervisor I spoke with flat out told me they had no suites left and revenue management had put us in a ocean view. He offered the $200 inboard credit and I told him it wasn't enough. He then offered some wine or other amenities but I said no. Honestly, I asked for triple cruise credits for both cabins. He put me on hold, spoke with the C&A people, came back and said no. I then told him I'd be ok with the $200 obc and the drink package for both adults. He said he couldn't do it. A little while later my wife called and spoke with a different supervisor. She basically told her tough luck and no refunds. That supervisor told her the only people that could do anything were the revenue management people and that they wouldn't be in until Monday. We'll try again tomorrow.

I would ensure you take the paperwork to show you booked a suite guarantee and if not in at least a JS at check in argue it then.

Good luck.

Hope all works out

Thanks to all for the advice and phone numbers.

 

Yes, we've cruised before, although not as much as most here but we are Diamond, so some. As I said, this was fairly last minute and we only wanted to go if we could get two cabins that were at least junior suites. This coming week was the only week that would work. The only ship that had suites and was within reasonable driving distance was the Freedom. So we booked one cabin as a confirmed JS and decided we'd take a gamble on the other and book the gty. The gty was about $300 pp more than the JS but we figured the worst would be wed end up with another JS. Apparently we thought wrong. The first supervisor I spoke with flat out told me they had no suites left and revenue management had put us in a ocean view. He offered the $200 inboard credit and I told him it wasn't enough. He then offered some wine or other amenities but I said no. Honestly, I asked for triple cruise credits for both cabins. He put me on hold, spoke with the C&A people, came back and said no. I then told him I'd be ok with the $200 obc and the drink package for both adults. He said he couldn't do it. A little while later my wife called and spoke with a different supervisor. She basically told her tough luck and no refunds. That supervisor told her the only people that could do anything were the revenue management people and that they wouldn't be in until Monday. We'll try again tomorrow.

That is just such a load of horse hockey (as Colonel Potter would say), I can't even wrap my mind around it.

Royal Caribbean is actually telling you that you booked a suite guarantee, but that they have no responsibility to give you a suite!

NONSENSE!

I am now going to suggest calling the executive offices, on the possibility that someone answers the phone there on the weekend.

But it being Saturday IS a problem, since you are scheduled to sail on Sunday.

:(

This is "Corporate Guest Relations": (800) 256-6649

This is Crown & Anchor, who rarely have much authority: (800) 526-9723

I can't find the # for the executive office. I know that someone posted it recently. I'll keep looking.

That is just such a load of horse hockey (as Colonel Potter would say), I can't even wrap my mind around it.

 

Royal Caribbean is actually telling you that you booked a suite guarantee, but that they have no responsibility to give you a suite!

 

NONSENSE!

 

I am now going to suggest calling the executive offices, on the possibility that someone answers the phone there on the weekend.

 

But it being Saturday IS a problem, since you are scheduled to sail on Sunday.

 

:(

 

This is "Corporate Guest Relations": (800) 256-6649

 

This is Crown & Anchor, who rarely have much authority: (800) 526-9723

 

I can't find the # for the executive office. I know that someone posted it recently. I'll keep looking.

Carol is, and I know her, one of the most credible sources of knowledge of how to get the best resolution to your situation.

Being a little more formal..........a W guarantee.......means that the least cabin category that you will have is a JS. Guaranteed.......period!

Now.......if they are out of JS's........then they can put you in a GS, or an OS, but nothing below a JS.

Something here is not right. For everyone's sake here at CC.........please come back and tell us what Royal Caribbean did to make this right.

Rick

Don't they always set aside a suite for the winner at Bingo, or something like that? Perhaps the ship could forgo that prize for one sailing...

But the real concept here is "revenue management" - they bet people (like the OP) will actually pay more then they could to get any type of suite then they would for a JS, thus RCCL gets more $$$ for the same product.

Well, they lost the bet, screwed up on the number of suites that would be available, so IMHO they should comp the entire cabin in some way. It's like having a casino game where when you place a bet that is guaranteed to pay off at a minimum level, and then they say "sorry, we did not want you to win that".

And I also wonder if no one got upgrades on that cruise - try yanking those back!

Or maybe your trip insurance would pay out...

I agree with the posters above. I think your best bet is resolutions, if they are there on the weekend (I think they are). They need to give you a JS or better (or comp your balcony room, as people are suggesting).

They are trying to bargain with you but they have no leverage for bargaining here. Sounds like they messed up but you should not have to pay for it.

Wow! That's absurd...if RCI can't give you what they sold you, then they need to step forward (financially or with real estate) in a big way.

Try this number for the executive offices: 1-888-767-4644

RCCL seems to be taking the 'it's our way or the highway' stance lately and it's just not right, no matter what is in writing.

I had a friend who sailed (or didn't sail rather) on the Adventure back in March when it had the azipod issue. The last printed letter from the captain she got in the cabin stated they could choose to leave the cruise and and will still get a full refund and a 50% credit towards the next cruise as long as they told guest relations by 9pm Tuesday night. They chose this and flew home on Weds, still not knowing if the ship would sail the next day, which it did. Last week she tried to book a cruise and they won't give her the 50% credit, stating the letter she received onboard was incorrect and they won't back it. No compromise, nothing. They said had she chosen to stay onboard and completed the cruise she would have received the 50% credit, but she gets nothing because she left. Isn't that like holding people hostage? Now I realize they do this because they will make money back in drinks, casino, etc.. But she made her decision to leave based on the letter she received and they refuse to honor it stating the captain/ship was incorrect to offer that. She spoke to resolutions, not sure what else she can do. I told her to write the CEO email and mail a letter, can't hurt.

She was looking at 2 cruises, now likely will book neither.

...A little while later my wife called and spoke with a different supervisor. She basically told her tough luck and no refunds. That supervisor told her the only people that could do anything were the revenue management people and that they wouldn't be in until Monday. We'll try again tomorrow.

While I do realize that there is no limit to the stupidity of the people that answer the RCI phones, I think at least some of the people you have talked to understand that "W" equals AT LEAST a JS, but they are just BSing you in the hopes that you don't know any better OR that you will just give up and go away. RCI screwed up, and owes you an offer that satisfies you. Hold their feet to the fire until you get what they promised or better.

Thom

Your situation as you describe it is absolutely unacceptable. Royal dropped the ball and hoped you wouldn't notice. It is not too much to demand what you were "guaranteed."

Good luck, and please report back! If this is a new trend, it's a bad one.

I think most of us on CC want to know the outcome of this. :eek:

I don't know if this helps or not but here are the T&C with regards to GTY bookings from the UK site....

What concerns me is the 'at our discretion' bit.