Hacked off at RCCL's "Deals" pricing

[bundito]

We've had a cruise booked on Navigator since last July. We got a pretty good deal on a Promenade stateroom back then. But since this is a 14-day Transatlantic trip, we've kept our eye on the website for an upgrade deal to a Balcony.

 

Today, the RCCL website shows balcony staterooms for $899 - only $60 more than we paid for our inside room.

 

So, at the stroke of 7:00am EST, I'm on the phone to the Certified Vacation Planners. One of the cabins available even has a number that matches our wedding anniversary and the number of years we've been hitched.

 

Fate? Destiny?

 

What the website promises, the fine print taketh away.

 

"For new reservations only."

 

The first guy I got on the phone was rather rude, lecturing me about the difference between a "sales event" and a "promotional price". I then asked why I couldn't simply cancel my existing reservation and rebook. He claimed "You can't pull that off - the system will figure it out and reset the price."

 

It's eerily (and annoyingly) similar to a local bank commercial running here in Colorado. A robotic bank teller repeatedly tells a customer "those rates are for new customers only." The customer says he'd like to open a new account, with exactly the amount of money he has in his account now. "Oh, so you're an existing customer. Those rates are for new customers only..."

 

(To watch the commercial: http://www.efirstbank.com/marketing/ - the last TV spot with the redheaded bank teller.)

 

I spoke with a Resolution Specialist, who apologized, but was still entirely unwilling to do anything. Sure, they'll continue to expound on the semantic differences between "sales events" and "promotional prices", but give a customer a break? Of course not.

 

Don't get me wrong - I'm still excited about the trip. But I'm disappointed that I have to add RCCL to my list of poor customer service experiences.

 

Sorry to grouse and grumble, fellow CC'ers. I'm just cheesed off and disappointed.

 

 

-Dito

[Cruzaholic41]

Today is Tuesday. The Tuesday promotional events are not part of the best price guarantee. Keep watching for price drops because other discounts will be honored.

[lovemylab]

Sounds like it's one of the Tuesday Sales you are referring to. Unfortunately those are only available for new bookings, which has been pointed out several times already on these boards. I'd suggest checking RCCL's website tomorrow to see if the price for a balcony cabin is comparable.

[sas80]

We've had a cruise booked on Navigator since last July. We got a pretty good deal on a Promenade stateroom back then. But since this is a 14-day Transatlantic trip, we've kept our eye on the website for an upgrade deal to a Balcony.

 

Today, the RCCL website shows balcony staterooms for $899 - only $60 more than we paid for our inside room.

 

So, at the stroke of 7:00am EST, I'm on the phone to the Certified Vacation Planners. One of the cabins available even has a number that matches our wedding anniversary and the number of years we've been hitched.

 

Fate? Destiny?

 

What the website promises, the fine print taketh away.

 

"For new reservations only."

 

The first guy I got on the phone was rather rude, lecturing me about the difference between a "sales event" and a "promotional price". I then asked why I couldn't simply cancel my existing reservation and rebook. He claimed "You can't pull that off - the system will figure it out and reset the price."

 

It's eerily (and annoyingly) similar to a local bank commercial running here in Colorado. A robotic bank teller repeatedly tells a customer "those rates are for new customers only." The customer says he'd like to open a new account, with exactly the amount of money he has in his account now. "Oh, so you're an existing customer. Those rates are for new customers only..."

 

(To watch the commercial: http://www.efirstbank.com/marketing/ - the last TV spot with the redheaded bank teller.)

 

I spoke with a Resolution Specialist, who apologized, but was still entirely unwilling to do anything. Sure, they'll continue to expound on the semantic differences between "sales events" and "promotional prices", but give a customer a break? Of course not.

 

Don't get me wrong - I'm still excited about the trip. But I'm disappointed that I have to add RCCL to my list of poor customer service experiences.

 

Sorry to grouse and grumble, fellow CC'ers. I'm just cheesed off and disappointed.

 

 

-Dito

 

Drop one of your names from the original booking. Have a friend call and book this new room for you and the dropped person. Cancel the frist reservation, give it a week or so, drop friends name and add the other persons name.

 

Or have two totally separate people book the room, give it a week, cancel your reservation and start migrating people over. You can even got to four people and then drop people off till you get back to the original ones.

 

What's the worst that can happen? They "figure out" what you are doing and charge you the original price? Big deal! (they wont figure it out)

[PattyG12]

This is nothing new. Just keep watching the price and see if changes for you. If not, enjoy the trip. I hope you were happy with the room and the price when you originally booked. Life is just to short.

[Guest cadd4u]

I think the OP is past final payment so how can he cancel and rebook without penalty or am I wrong?

[Mark_K]

The first guy I got on the phone was rather rude, lecturing me about the difference between a "sales event" and a "promotional price". I then asked why I couldn't simply cancel my existing reservation and rebook. He claimed "You can't pull that off - the system will figure it out and reset the price."

Even if you could, you're within the cancellation period, so you would be out your deposit on your original cabin, probably a good idea they talked you out of it.

[Mark_K]

Drop one of your names from the original booking. Have a friend call and book this new room for you and the dropped person. Cancel the frist reservation, give it a week or so, drop friends name and add the other persons name.

 

Or have two totally separate people book the room, give it a week, cancel your reservation and start migrating people over. You can even got to four people and then drop people off till you get back to the original ones.

 

What's the worst that can happen? They "figure out" what you are doing and charge you the original price? Big deal! (they wont figure it out)

They're within 70 days of sailing, and will be within 30 days after they "give it a week". Probably not the best advice you're dispensing.

[cruisenfever]

Drop one of your names from the original booking. Have a friend call and book this new room for you and the dropped person. Cancel the frist reservation, give it a week or so, drop friends name and add the other persons name.

 

Or have two totally separate people book the room, give it a week, cancel your reservation and start migrating people over. You can even got to four people and then drop people off till you get back to the original ones.

 

What's the worst that can happen? They "figure out" what you are doing and charge you the original price? Big deal! (they wont figure it out)

Penalty fee for canceling a reservation after final payment.

[bundito]

This is nothing new. Just keep watching the price and see if changes for you. If not, enjoy the trip. I hope you were happy with the room and the price when you originally booked. Life is just to short.

 

That's absolutely correct. We WILL enjoy the trip, no matter what. Life's too short. We've been in a promenade room before and it's great for people-watching.

 

We just got excited and didn't break out the reading glasses to check the fine print.

 

As for monkeying around, trying to cancel and rebook... it's just not worth it. Even a minute risk of botching our vacation isn't worth a few hundred bucks. It's just more money to spend in the pub.

 

Ah well. C'est la vie. We still got a great deal on a great trip. My rowdy friends in the Meet & Mingle thread will keep me entertained. :D

 

Thanks for letting me vent.

 

 

-Dito

[cruisenfever]

That's absolutely correct. We WILL enjoy the trip, no matter what. Life's too short. We've been in a promenade room before and it's great for people-watching.

 

We just got excited and didn't break out the reading glasses to check the fine print.

 

As for monkeying around, trying to cancel and rebook... it's just not worth it. Even a minute risk of botching our vacation isn't worth a few hundred bucks. It's just more money to spend in the pub.

 

Ah well. C'est la vie. We still got a great deal on a great trip. My rowdy friends in the Meet & Mingle thread will keep me entertained. :D

 

Thanks for letting me vent.

 

 

-Dito

Good attitude. Enjoy your cruise.

[newcruiser80]

Bundito, check tomorrow morning, after the Tuesday sale. Chances are they won't fill their quota for the sale prices and will keep the sale on for price drops. Especially with a TA cruise, it's not a high-demand time period, so you might still get lucky. I wouldn't give up just yet...

 

Prices on Royal are fun fun fun! I've been watching prices on my upcoming Serenade, desperate to get into a JS!

[jmf123]

Bundito, check tomorrow morning, after the Tuesday sale. Chances are they won't fill their quota for the sale prices and will keep the sale on for price drops. Especially with a TA cruise, it's not a high-demand time period, so you might still get lucky. I wouldn't give up just yet...

 

Prices on Royal are fun fun fun! I've been watching prices on my upcoming Serenade, desperate to get into a JS!

 

bundito, take the advice to continue watching for price drops, you may still get lucky. Your situation isn't a "poor customer service experience" at all. It's the cruiseine's policy that the Tuesday sales are for 'New Bookings Only' and that is made clear. People that book during these sales have obviously waited close to sailing and don't have best selection of staterooms and dining preference. RCI's policy of offering you the difference back for a price drop and offering an OBC if a price drop occurs after your Final payment is extremely fair and generous. I hope that you get your balcony, bon voyage! :)

[setsail]

Its almost impossible to get the cheapest rate...... just ask around on your next cruise....Someone always gets a cheaper rate.

[cruisinfanatic]

Drop one of your names from the original booking. Have a friend call and book this new room for you and the dropped person. Cancel the frist reservation, give it a week or so, drop friends name and add the other persons name.

 

Or have two totally separate people book the room, give it a week, cancel your reservation and start migrating people over. You can even got to four people and then drop people off till you get back to the original ones.

 

What's the worst that can happen? They "figure out" what you are doing and charge you the original price? Big deal! (they wont figure it out)

Actually that is what would happen. The op could end up paying quite a bit more and still be in the category he's in now. You can't switch both names on a reservation. One of the names on the booking has to stay.

[steponboard]

We've had a cruise booked on Navigator since last July. We got a pretty good deal on a Promenade stateroom back then. But since this is a 14-day Transatlantic trip, we've kept our eye on the website for an upgrade deal to a Balcony.

 

Today, the RCCL website shows balcony staterooms for $899 - only $60 more than we paid for our inside room.

 

So, at the stroke of 7:00am EST, I'm on the phone to the Certified Vacation Planners. One of the cabins available even has a number that matches our wedding anniversary and the number of years we've been hitched.

 

Fate? Destiny?

 

 

What the website promises, the fine print taketh away.

 

"For new reservations only."

 

The first guy I got on the phone was rather rude, lecturing me about the difference between a "sales event" and a "promotional price". I then asked why I couldn't simply cancel my existing reservation and rebook. He claimed "You can't pull that off - the system will figure it out and reset the price."

 

It's eerily (and annoyingly) similar to a local bank commercial running here in Colorado. A robotic bank teller repeatedly tells a customer "those rates are for new customers only." The customer says he'd like to open a new account, with exactly the amount of money he has in his account now. "Oh, so you're an existing customer. Those rates are for new customers only..."

 

(To watch the commercial: http://www.efirstbank.com/marketing/ - the last TV spot with the redheaded bank teller.)

 

I spoke with a Resolution Specialist, who apologized, but was still entirely unwilling to do anything. Sure, they'll continue to expound on the semantic differences between "sales events" and "promotional prices", but give a customer a break? Of course not.

 

Don't get me wrong - I'm still excited about the trip. But I'm disappointed that I have to add RCCL to my list of poor customer service experiences.

 

Sorry to grouse and grumble, fellow CC'ers. I'm just cheesed off and disappointed.

 

 

-Dito

I would make a new reservation with the lead name of your room mate who might be a spouse. If the reservation holds just pay it of in full and then cancel your existing reservation.

[TwoTravelin]

IF the booking is more money, RCI now allows you to pay more during Tuesday sale. Call back and try again.

[newbiecruiser09]

 

Don't get me wrong - I'm still excited about the trip. But I'm disappointed that I have to add RCCL to my list of poor customer service experiences.

 

Sorry to grouse and grumble, fellow CC'ers. I'm just cheesed off and disappointed.

-Dito

 

Just because you did not get what you want does not = poor customer service. From your description, both the rep and the specialist clearly explained the situation and the limitations, were respectful to you and did not give you incorrect information. I can't believe how many people whine about "poor/bad customer service" just because they did not get what they wanted.

 

OP: Keep checking your rates because if they may discount the balconys on a non Tuesday sale. Good Luck and enjoy your cruise!

[Edward50]

IF the booking is more money, RCI now allows you to pay more during Tuesday sale. Call back and try again.

 

I tried to upgrade to a JS and they said no.

[TwoTravelin]

Yes I have heard some are getting it and some are not. When I was told yes it took a few minutes but was told this is in response to people complaining they want to upgrade and spend more $$ during Tuesday sale. Make sure you ask for supervisor and because you want to spend more.

[PH8]

I would make a new reservation with the lead name of your room mate who might be a spouse. If the reservation holds just pay it of in full and then cancel your existing reservation.

It was pointed out,they are within the penalty phase,so it wouldnt even be worth it(if they could pull it off).......

[Edward50]

Yes I have heard some are getting it and some are not. When I was told yes it took a few minutes but was told this is in response to people complaining they want to upgrade and spend more $$ during Tuesday sale. Make sure you ask for supervisor and because you want to spend more.

 

Thanks so much TWOTRAVELIN. I tried again and after being denied I asked for the supervisor (resolutions desk). After a wait of over 30 minutes they said that an upgrade during special sales was not a problem. As long as you were spending more...no problem. I have successfully upgraded to a JS. Thanks again.

[bundito]

Thanks so much TWOTRAVELIN. I tried again and after being denied I asked for the supervisor (resolutions desk). After a wait of over 30 minutes they said that an upgrade during special sales was not a problem. As long as you were spending more...no problem. I have successfully upgraded to a JS. Thanks again.

 

That's the exact opposite of what I was told. What nonsense.

 

Does the resolutions desk actually have a policy to follow, or is it simply the whim of whatever anonymous person picks up the phone?

 

I'm trying very hard not to get ticked off all over again, but when I hear about shenanigans like this, it really infuriates me. No, I'm not jealous that someone got something I didn't - I'm just really frustrated at the inconsistency on display at RCCL.

 

Furthermore, it's hard not to extrapolate... is the inconsistent, indifferent service the same on board the ships now, also?

 

-Dito

[marci22]

Furthermore, it's hard not to extrapolate... is the inconsistent, indifferent service the same on board the ships now, also?

 

-Dito

 

I wouldn't characterize most of the service as indifferent but I would say definitely yes to "inconsistent". Food quality, procedures, etc, can all vary from ship to ship and it is aggravating.

[marci22]

That's the exact opposite of what I was told. What nonsense.

 

Does the resolutions desk actually have a policy to follow, or is it simply the whim of whatever anonymous person picks up the phone?

 

-Dito

 

If the cabin you want is still available I would try again.