Customer Service advice

Hi All, please advise....

We are booked on Breakaway departing 10/2. We have a standard routine... We book an inside cabin when we decide we want to go, but then keep our eyes open for a good deal on an upgrade the first chance we get. So, that's what happened. We saw a great deal for a mini-suite at $150.00 more pp than we paid originally. Now, even though we want to give them MORE money, they are telling us that if we upgrade, we lose our UDP and UBP. I could understand if we wanted to get a less expensive cabin, but I don't understand why they are telling us no. Doesn't make any sense. Would calling Latitudes help? Any words of wisdom in dealing with the overseas call center or are we better off seeing if we can do something on board?

Hi All, please advise....

We are booked on Breakaway departing 10/2. We have a standard routine... We book an inside cabin when we decide we want to go, but then keep our eyes open for a good deal on an upgrade the first chance we get. So, that's what happened. We saw a great deal for a mini-suite at $150.00 more pp than we paid originally. Now, even though we want to give them MORE money, they are telling us that if we upgrade, we lose our UDP and UBP. I could understand if we wanted to get a less expensive cabin, but I don't understand why they are telling us no. Doesn't make any sense. Would calling Latitudes help? Any words of wisdom in dealing with the overseas call center or are we better off seeing if we can do something on board?

I presume that you are traveling on Nov 2 but cannot find a departure on that day in 2016 or 2017. I did find one on Feb 2 2018. Looking at the detail of that cruise it says that "Free at Sea" is excluded on MX category. I would presume that the upgrade that you want to take up is in the MX category.

On every cruise I have been on there has been a notice at Guest Services that upgrades are not available.

Because you specifically said "upgrade" then it makes sense because NCL treats upgrades as a new reservation (cancel old and rebook new) thus you lose previous promos and get the current. Also, you may be subject to cancellation fees since you are after final payment (sale date is 3 weeks away)

I would recommend the "upsell" route and you keep promos while getting a better category stateroom if available.

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It is extremely generous of them to waive the cancellation fee on your existing booking and to let you take advantage of current last-minute prices. But you want the cheaper price on the mini-suite (compared to how much it would have cost when you originally booked), plus you want to keep your original perks because they're better than what's being offered now. Doesn't work that way, and since this is your "standard procedure" I'm kind of surprised you don't know that already.

You have a choice between two deals, and like I said it's already very nice of them to give you this choice. You can't pick and choose the best parts of the two deals on the table and expect them to give you that (the lowest prices, and the best perks). Doesn't make any sense.

The up=sell will probably be more like $500 p/p!

Hi All, please advise....

We are booked on Breakaway departing 10/2. We have a standard routine... We book an inside cabin when we decide we want to go, but then keep our eyes open for a good deal on an upgrade the first chance we get. So, that's what happened. We saw a great deal for a mini-suite at $150.00 more pp than we paid originally. Now, even though we want to give them MORE money, they are telling us that if we upgrade, we lose our UDP and UBP. I could understand if we wanted to get a less expensive cabin, but I don't understand why they are telling us no. Doesn't make any sense. Would calling Latitudes help? Any words of wisdom in dealing with the overseas call center or are we better off seeing if we can do something on board?

understand your frustration, and I am sure if it were me I would feel the same, but you are booking a new reservation so I understand NCLs side as well. You might want to give latitude a call, it certainly won't hurt. Waiting until you get on board will be absolutely nothing. btw: here is one example where a good travel agent might have come in handy.

Hi All' date=' please advise....

We are booked on Breakaway departing 10/2. We have a standard routine... We book an inside cabin when we decide we want to go, but then keep our eyes open for a good deal on an upgrade the first chance we get. So, that's what happened. We saw a great deal for a mini-suite at $150.00 more pp than we paid originally. Now, even though we want to give them MORE money, they are telling us that if we upgrade, we lose our UDP and UBP. I could understand if we wanted to get a less expensive cabin, but I don't understand why they are telling us no. Doesn't make any sense. Would calling Latitudes help? Any words of wisdom in dealing with the overseas call center or are we better off seeing if we can do something on board?[/quote']

 

The difference in price between what you paid and the offers to "fill the last empty cabins" is in part the value of those promos. You paid for the UDP and UBP in your fare price but if you go with another fare that is cheaper you don't get the "free" promos.

 

For people who book in advance NCL extends the most promos. People who book last minute at great prices don't get promos because they are often getting the cabins at below cost. NCL knows that they will make up the difference in on-board spending for alcohol and specialty dining.

 

If you drink more than the promo cost ($95 per week for the gratuity) which is two to three drinks per day, stay where you are. If you don't drink that much, and the nicer cabin is important to you, remember you have already paid $180 for the drink promo in gratuities that will be refunded. If you are light drinkers like I am then it's a no brainer .... go with the mini-suite for $150 more and get a refund on the $180 gratuity on the drinks. You are positive $30 with a better cabin.

Rules are rules. There's nothing for you to appeal.

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The description of what NCL says sounds correct. You are rebooking at a lower fare. And rebooking means taking what there is out there today. Can't have your cake and eat it too.

theres a cancellation fee?

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Hi All, please advise....

We are booked on Breakaway departing 10/2. We have a standard routine... We book an inside cabin when we decide we want to go, but then keep our eyes open for a good deal on an upgrade the first chance we get. So, that's what happened. We saw a great deal for a mini-suite at $150.00 more pp than we paid originally. Now, even though we want to give them MORE money, they are telling us that if we upgrade, we lose our UDP and UBP. I could understand if we wanted to get a less expensive cabin, but I don't understand why they are telling us no. Doesn't make any sense. Would calling Latitudes help? Any words of wisdom in dealing with the overseas call center or are we better off seeing if we can do something on board?

That was the deal in place when you booked. You can't keep it if it isn't the current deal. Also, the guarantee cabins do not come with any perks. Is that what you are trying to book - the lowest price in that category?

theres a cancellation fee?

Hi All, please advise....

We are booked on Breakaway departing 10/2. We have a standard routine... We book an inside cabin when we decide we want to go, but then keep our eyes open for a good deal on an upgrade the first chance we get. So, that's what happened. We saw a great deal for a mini-suite at $150.00 more pp than we paid originally. Now, even though we want to give them MORE money, they are telling us that if we upgrade, we lose our UDP and UBP. I could understand if we wanted to get a less expensive cabin, but I don't understand why they are telling us no. Doesn't make any sense. Would calling Latitudes help? Any words of wisdom in dealing with the overseas call center or are we better off seeing if we can do something on board?

Last year I had a casino certificate and it was for an inside room with free UBP and my brother and I decided to move to an Oceanview room and the agent just changed us to the upgraded room with no loss of the UBP drink pkg. We just paid the upgrade price and added insurance cost. So maybe you could speak with another agent that knows how to make that change of room without losing the drink pkg.

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I am sailing on the Getaway this Sunday. We originally booked a guaranty balcony (BX) and it had the choose 2 of the 4 promo; we selected UDP and UBP. A couple months later I called because I noticed the price for BX dropped. Well, at that point BX wasn't subject to the promos. We would have lost our promos, so I kept our reservation as is. I do plan to call the upsell number today or tomorrow to see if there is anything available, not the Haven.

Last year I had a casino certificate and it was for an inside room with free UBP and my brother and I decided to move to an Oceanview room and the agent just changed us to the upgraded room with no loss of the UBP drink pkg. We just paid the upgrade price and added insurance cost. So maybe you could speak with another agent that knows how to make that change of room without losing the drink pkg.

 

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The Casino certificates work differently because you don't book guarantee cabins, you can choose your cabin. So if you upgrade you can keep your promo. Guaranteed cabins are now excluded from the Free at Sea promos so it makes sense that the OP would lose his/her promo when upgrading. One option is to upgrade to a regular mini-suite and not a guarantee, but that's probably more than $150/pp.

Sounds like the terms have changed and you are subject to the new terms if you cancel and re-book.

Guaranteed cabins are now excluded from the Free at Sea promos so it makes sense that the OP would lose his/her promo when upgrading.

Maybe they will come back to this thread to clarify, but it doesn't really matter either way. I think they have their answer.

The Casino certificates work differently because you don't book guarantee cabins, you can choose your cabin. So if you upgrade you can keep your promo. Guaranteed cabins are now excluded from the Free at Sea promos so it makes sense that the OP would lose his/her promo when upgrading. One option is to upgrade to a regular mini-suite and not a guarantee, but that's probably more than $150/pp.

I understand what you are saying about the guaranteed cabins, but I was told by the NCL agent that the certificate came with an inside room but I could upgrade for a cost and that did not lose my UBP which was part of the certificate offer. So the certificate allowed a room upgrade at my expense.

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That was the deal in place when you booked. You can't keep it if it isn't the current deal. Also, the guarantee cabins do not come with any perks. Is that what you are trying to book - the lowest price in that category?

Why do people get these guaranteed rooms if they have no promos?

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Why do people get these guaranteed rooms if they have no promos?

 

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Because the promos offer no value to them? Everyone's needs are different.

Hi All, please advise....

 

We are booked on Breakaway departing 10/2. We have a standard routine... We book an inside cabin when we decide we want to go, but then keep our eyes open for a good deal on an upgrade the first chance we get. So, that's what happened. We saw a great deal for a mini-suite at $150.00 more pp than we paid originally. Now, even though we want to give them MORE money, they are telling us that if we upgrade, we lose our UDP and UBP. I could understand if we wanted to get a less expensive cabin, but I don't understand why they are telling us no. Doesn't make any sense. Would calling Latitudes help? Any words of wisdom in dealing with the overseas call center or are we better off seeing if we can do something on board?

I could understand your position if you were willing to pay more for the same, but you're paying more to get more, it's just not as great a deal as you'd like it to be.

IMO NCL has come a long way on this front, I parted ways with them 8 years ago when they wouldn't let me pay for an upgrade after final payment. The amount I was willing to pay to go from and OV to a Balcony was much more, and there were no promos like this back then.

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We book an inside cabin when we decide we want to go

We saw a great deal for a mini-suite at $150.00 more pp than we paid originally. Now, even though we want to give them MORE money, they are telling us that if we upgrade, we lose our UDP and UBP.

I could understand your position if you were willing to pay more for the same, but you're paying more to get more, it's just not as great a deal as you'd like it to be.

 

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op wants to give NCL $150/pp MORE for the mini suite. She needs to call upsell department. Search on this forum for the telephone number.

If you have a certificate from a casino offer you don't need really the UBP as there will be a casino drink card in your room where you can get drinks for free in the casino. Also with the casino drink card water is free also unlike the UBP. You don't have to gamble to get the drinks at the Casino Bar.

I understand what you are saying about the guaranteed cabins, but I was told by the NCL agent that the certificate came with an inside room but I could upgrade for a cost and that did not lose my UBP which was part of the certificate offer. So the certificate allowed a room upgrade at my expense.

 

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That is exactly why you got to keep your promo. The upgrade was not for a guarantee cabin so you don't have to forfeit your promo. This is why I am guessing the OP intended upgrade for $150 is for a MX (guarantee) cabin. But we may never know unless he/she comes back!

As for why people may choose a guarantee cabin over a regular cabin with the promo. As sparks1093 says, maybe it offers no value to a person. But also, the regular cabins tend to be significantly more expensive than the guarantee. So while you're getting a "FREE" perk you may be paying for it in the price of the cabin. Tricky advertising by NCL...

I booked a guarantee cabin as it was all that was available on the sold out Epic and got the SDP promotion. Booked in August 2016 so maybe this has changed.