Who cancelled my beverage package?

[bighairtexan]

I ordered a premium beverage package in mid May, before the price increase, for my upcoming 12/11 Solstice cruise. It was paid for by credit card in May. The billing DID go through and was paid.

Today I got an email stating that my package has been cancelled and they'll credit my card w/in 2 billing cycles ( and they intend to credit the card I used to purchase it, which is invalid as of this past July due to credit card fraud).

My issues are: 1) I don't want it cancelled. I want to take advantage of the pre-increase price, which is the only reason I'd pay for it 7 months out.

2) And they can't credit a non existent card.

 

I spoke to Celebrity who seems to have no idea why that went out. Well I sure as heck didn't sent it. I forwarded a copy to the person w/ whom I spoke. They're looking into it.

 

My question is actually.... anyone else have this happen?

WHY ME LORD?! I hear the Molecular bar calling my name. :(

[Gonzo70]

They should be able to work it out for you; might take a bit of time and effort. It is frustrating when things like this occur, but almost always is fixed.

[AnnaMiami]

The same thing happened to me on my recent Millennium cruise. We made sure to pre-book the Olympic before the price increase, and right around the time of the increase I got an e-mail that my reservation was cancelled and I would be getting a credit, which I immediately did. I called Celebrity to inquire as to why this happened, and re-book, and was told that my TA (large online agency) had changed our names on the reservations around, which made the Celebrity database think that our reservation was cancelled :confused: and all pre-paid activities were cancelled and refunded. While this information didn't make sense to me, I asked to have the reservation reinstated, and was told I only had the option to re-book at the higher price. After going back and forth and requesting (and being denied) a supervisor, I was told to call my TA since this was their fault and they should credit me in the amount of the increase. I called my TA, who knew nothing of any name rearranging or cancellations, the TA tried to tell me that I needed to call Celebrity and have them honor the old rate, after I explained that I just tried and failed, my TA got on the phone with Celebrity and I ended up with a $25 OBC from Celebrity to cover the price difference and my trouble. Personally, I would rather have not had the trouble to begin with - the extra $15 was certainly not worth the headache.

My advice - don't let them give you any nonsense and don't give up until you are at least in as good a place as you were last week.

Good luck!

[bighairtexan]

Thanks for the support. I kept at it and I just got an email saying it was a test email and it shouldn't have gone out to me. But just in case, they also sent out another email reflecting the purchase of the package.

 

I was going to tell them, "DO NOT get in between me and my Molecular Bar."

[Char]

Thanks for the support. I kept at it and I just got an email saying it was a test email and it shouldn't have gone out to me. But just in case, they also sent out another email reflecting the purchase of the package.

 

I was going to tell them, "DO NOT get in between me and my Molecular Bar."

They'd better not mess with Sharon!! :D

[AnnaMiami]

Great to hear it worked out!

 

Thanks for the support. I kept at it and I just got an email saying it was a test email and it shouldn't have gone out to me. But just in case, they also sent out another email reflecting the purchase of the package.

 

I was going to tell them, "DO NOT get in between me and my Molecular Bar."

[Jade13]

This came up earlier this year, at least for those cruises that were further out, they were giving OBC for the price difference, and than you would book the package when available.

[lemons]

Thanks for the support. I kept at it and I just got an email saying it was a test email and it shouldn't have gone out to me. But just in case, they also sent out another email reflecting the purchase of the package.

 

I was going to tell them, "DO NOT get in between me and my Molecular Bar."

 

Now that's funny!! What was the cost and what is it going to? We will be on the Eclipse 2/11/12. Thinking about this package. Thanks.

[Denny01]

T......

I was going to tell them, "DO NOT get in between me and my Molecular Bar."

They can cancel her Life Insurance, or her life-time subscription to "Big Hair Women and Stetson Men Magazine", but don't Eeeevn think about cancelling her Drink Package!

 

enjoy your cruise, and especially the Molecular Bar!

 

Den

[SusieV]

We had a similar issue with my husband's package for our January cruise- both booked back in May. I checked the booking and noticed that it only showed 1 package. They told me I had to rebook at the new rate but applied a $70 OBC to cover the difference in price.

[Host Jazzbeau]

Test email??? Celebrity customer service has been coming up with some hair-brained (as opposed to big-hair) explanations, but this one takes the cake!!!

[bighairtexan]

HEY you folks.... don't you go trash talking my "big hair!!" LOL

 

THis just must be my day for weird "test" emails. (why me Lord?). The Celebrity email was titled "[TST] Beverage Package Cancelled" so I guess TST means test. I thought they were trying to get my attention and tst was nautical for psst.

 

I also got 7 emails over the day from an online catalog that I buy a bunch of resort clothes from. It seems that also was a "TEST email template" gone bad.

 

LEMONS, the cost for the 2 of us WAS $394.95 each. It's gone up about what? I think an extra $9/day more or less. SO I bought in May to avoid the price hike. Not like my money was earning zillions in the bank. Otherwise I'd wait to purchase onboard on the 1st full day. As "alluded" to, my big Texas tush .... I mean HAIR will be parked at the Molecular bar whenever possible, AND I love me my specialty coffees in il Bacio, as well as bottle and bottles of water to flush the Tanned Russians out of my system!

[Host Jazzbeau]

I wasn't making fun of your "big hair," sorry if it came across that way.

 

I had a CD some years ago by a group called the Chenille Sisters that included a song called "Big Hair" (they were lovin' it). It also included a song called "Chocolate" (they were really lovin' that - me too!).

[bighairtexan]

Oh no no no... I was just joshing w/ ya. Y'all can kid me about my big hair any time. Just don't come between myself and the Molecular bar!! ;-)

 

Like Paula Dean says... the higher the hair the closer to God. Then again I don't really have big hair... it's just the big-tush-texan was already taken!

[Freecall]

The Celebrity email was titled "[TST] Beverage Package Cancelled" so I guess TST means test.

 

Now that is interesting, I wonder why they are needing to test such an email in the first place?

 

.

[Topaz_M]

BHT - Are you sure this wasn't a stunt from one of our roll callers? :p :rolleyes: :D

Seeing as they know how much you LUUUUURRVVVEEE the Mole Bar??

[bighairtexan]

MOIRA if so my money is on Larry.. Mrs. Larry... or Tom! See ya soon and GET PACKING girl!

[TJKane28]

I awoke to day to see the following words in an email from Celebrity...

 

Dear Celebrity Guest,

 

There has been a change to your cruise reservation or guest status. When cruise reservations are cancelled, activity or services under the

cruise reservation are also cancelled. All reservations cancelled are listed below.

 

Now, after several hours of telephone conversations with the TA (a large online one) and Celebrity, I was told that a change in the TA's telephone number triggered an automatic cancellation of my excursions and packages and purchases with Celebrity. Luckily, the reservation itself was not effected by this marvel of modern technological coding.

 

The icing on the cake was this kernel of positive affirmation: "The good news is you can go ahead and re-book those excursions and packages." Really? I can? You'll let me do that?

 

A letter will be mailed to Celebrity on Monday requesting they AT LEAST remove the words "cruise reservations are cancelled" from the text of their email.

 

For those that have to pay a higher price for the new reservation, I am sorry to hear that is the outcome. It just does not seem right.

[bighairtexan]

TJ, I was confused, and tweaked just because they "cancelled" my drink package. If I got an email suggesting my reservations etc were cancelled I'd have been apoplectic!

[rhuntington3]

This thread was quite upsetting but I am glad to hear you are good to go. I went and checked on our packages and they are there. Can't wait to use them.

[bighairtexan]

RICHARD I was afraid you'd cancelled my package out of fear a drunken BHT might reflect badly on you and Jannie and the rest!!! hehehehe

[tanelicus]

Would you suggest getting the package if we are drinkers? I have never sailed Celebrity before, and don't know the typical cost of a drink. Even with the increased amount, is it a good buy?

 

You guys seem to have experience with this, so I would appreciate the input!

[rhuntington3]

Would you suggest getting the package if we are drinkers? I have never sailed Celebrity before, and don't know the typical cost of a drink. Even with the increased amount, is it a good buy?

 

You guys seem to have experience with this, so I would appreciate the input!

 

I went with the premium non-alcohol package. The wife and I are not big drinkers and thus drinks like water, juice and coffee are covered.

[peteconrad]

We got off of the Summit on 11/19 and the cost of the Classic drink package was NOT the new price, but the old (assuming that we're talking the $352 price).

 

One week prior to our cruise I went to purchase the Classic package but it came out to $400 - a tad too much for me. However, on debarkation day the price was $352, so I bought it and I'm glad I did. I may have broken even, but I liked not having to sign anything or keep tabs of my tab. PLUS, I got any martini I wanted (I like my Bombay Sapphire) at the martini bar - so what if they're cocktail sized...

 

pete

[bighairtexan]

Tanelicus, I'm not a big drinker either but I do drink more when I'm on vacation. I'll have several cappuccinos/lattes/espressos during the day, get several bottles of water, maybe 1 bloody Mary w/ breakfast (or a mimosa), I do LOVE the molecular bar so I'll have at least 2 of those before dinner. Wine w/ dinner (a couple of glasses) and a Baily's w/ coffee at night. That doesn't include either an umbrella drink or several diet sodas by the pool during the day. So MOST days I come out ahead by buying the package. Plus I love not having to sign for every drink or think... gee is my bill going to be astronomical at the end of the cruise?

Odd PETECONRAD because the price went up in MAY. Not sure why it wasn't reflected on your bill. I paid under $400 including the 15% gratuity for the Premium Alcohol Package. It's about $435 now including grats. I saved a whopping $5/day but hey, that's $5/day more to lose in the casino.