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Huge 'Thank You' to Royal

Host Faith

By Host Faith,
in Royal Caribbean International

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Host Faith

Host Faith

Posted
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I just wanted to write about the wonderful customer service we received this weekend from Royal Caribbean. We had a rough weekend and Royal was a pleasure to work with, and very accommodating.

 

DH and I were supposed to sail the Allure of the Seas, leaving today (9/23). This trip was to celebrate our 6th wedding anniversary, and our baby-moon. We just found out on Thursday that we have a little boy on the way, and we couldn't be more excited. As of today I am 20 weeks along, and you can sail pregnant up to 24 weeks.

 

We landed in Florida on Friday, and arrived at our hotel in South Beach (Z Ocean on Collins Ave- fabulous place by the way). We had lunch, and were finally settling into our suite when we received a phone call from my husband's sister. Our grandmother (my husband's maternal grandmother) passed away that evening. We were devastated. Our family is very close, and she was truly the most warm, loving, and sweet woman I've had the privilege of knowing. She had an incredible faith and strength, and she made you feel so special every time you were with her. In any event, we knew we couldn't board that ship knowing our family needed us, and the services were going to occur later in the week.

 

It was late that night when we found out, so I waited until the following morning to start making arrangements to return home. Fortunately we had travel insurance, so I wasn't that concerned about cancelling the trip (from a financial perspective). We wanted to get home, but we also wondered if it would be possible to push the trip back by two weeks.

 

So I called my travel agency. I have used this agency for most of our Royal sailings, mostly for the OBC. It was a larger agency, and we have been fine with the service since I watch my own travel plans like a hawk and had no trouble calling them to make changes when I needed to. The plan was to start making our own bookings after this cruise, since we would be Platinum with Royal and could use the balcony discount, booking next cruises onboard for OBC. I normally book our own flights, hotel, etc. I'm so type-A that I would much rather handle all the moving parts of our vacations myself.

 

Being a Saturday, the agency wasn't open. I left a message and said we had an emergency and needed to speak with someone immediately. (Still haven't heard from them by the way). I'm not surprised since they did mention on the VM that they were closed on weekends. So, I did the next best thing I could think of.

 

I decided to call Royal Caribbean myself in the hopes that they would try to help me even though the agency was in control of our booking. I calmly explained our situation to the customer service rep. I let him know that since the sailing was tomorrow, and we had a death in the family, AND my travel agency was closed, I simply didn't know what to do. We really wanted to be able to keep our vacation if at all possible, pushing it back by two weeks. He gave me his condolences and let me know he was passing me along to a Resolutions Specialist at Royal's headquarters. Mind you, this is much more progress than I expected, and he acknowledged that while they would normally refer me back to my TA, this was an extraordinary circumstance, and they would do their best to help me.

 

So the Resolutions Specialist Geree got on the line, and asked me what happened. We talked a little bit about our grandmother, she asked how we were doing and sounded very concerned about our situation. I further explained that I totally understood that they didn't have to do anything for us, I was just wondering what our options were. I also explained that we love to cruise, and were taking this last big cruise since we had a baby on the way and wouldn't be able to cruise for a little while. I basically had 4 weeks left to cruise for quite some time, and really wanted to keep our booking.

 

So, she asked me when we wanted to sail, and said that it was possible for them to make an exception and move the sail date for us. We had until about 2 PM EST to make the change (it was about 9:45 by then). Because of the circumstances, she needed us to fax a death certificate, or an acknowledgement of the situation from the hospital or funeral home. It had to be in her hands before she could make the change. I was doubtful that we could get that, but completely understood that she was making a huge exception for us and needed to link that documentation to our booking, so we got her contact info and fax number, and DH went to work trying to get through to the hospital. In the meantime, I changed our flights to the following morning (Sunday). Jetblue was a pleasure to work with as well. Fortunately our travel insurance will reimburse us for the flight change fees.

 

Well, we had a lot of favor because the doctor who attended to our grandmother was on staff that morning, and he was able to fax a letter directly to Geree by around 1 PM. She called me once they received the letter, and was able to move our booking back by two weeks. I couldn't even begin to explain how grateful we were to her. She said she completely understood what it was like to have such a short window to be able to cruise again, as well as know how therapeutic a cruise could be after such a loss. Within minutes yesterday, I logged on and saw our new booking number. We got a balcony guarantee since it was closest in price to our previous booking. We didn't have to pay anything extra, and we didn't get any money back, which was fine. We were just happy to be able to push the cruise back. Just before we boarded the plane this morning, I logged into 'My Cruises' and saw our actual cabin assignment.

 

Though we have some rough days ahead, my husband and I are very grateful to Royal for being so sympathetic, understanding, and accommodating during a very difficult time. Every person we spoke with was so kind. We're looking forward to our cruise in October. In us, they have customers for life. Thanks, Royal!

 

~Chrystal

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waterbugohio

waterbugohio

Posted
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Hugs and prayers to you.

 

Not hard to believe when someone so nice and non demanding has such good results. Glad you were able to move the cruise.

 

Just be sure to take it easy the next couple of days. I understand how you are feeling, I lost my father in law, and two grandmothers while expecting (14 yrs ago). Just make sure to listen to your body and not over due it. Take care

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cruisenfever

cruisenfever

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Please accept our sympathies on the loss of your husband's grandmother. I am sure you all have many wonderful memories that will help you through this terrible time.

 

Congratulations on the upcoming addition to your family. I wish you a very happy and healthy pregnancy. Your home will never be the same once you bring that bundle of joy home!!;)

 

With all the negative posts about RCI, it is really nice to hear that they do really care about their guests and were able to accommodate you and move your cruise to another sailing. Enjoy.

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BonTexasNY

BonTexasNY

Posted
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Chrystal,

Condolences on the loss of your DH's grandmother. I have read your reviews and have felt the sweetness and goodness in the way you write. No doubt this helped to sway Royal Caribbean to your side. I am so happy you got this resolution.

 

Take care of that precious little one you are carrying, reflect on what a great woman you had the pleasure of knowing and hopefully you will be able to relax and enjoy your new upcoming cruise in two weeks.

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airbus_guy

airbus_guy

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My condolences as well...I have read some of your reviews, and now will be a part of them. I believe you are traveling on the 7th of October allure sailing...and so will we.

 

See you on board...you can't miss us...we too are expecting...similar time frame to you!

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seasidegal

seasidegal

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"...she was truly the most warm, loving, and sweet woman I've had the privilege of knowing. She had an incredible faith and strength, and she made you feel so special every time you were with her."

 

Your words are such a wonderful tribute to your grandmother and what a great legacy to leave in the hearts of those she loved.

 

"What we have once enjoyed we can never lose.

All that we love deeply becomes a part of us."

- Helen Keller

 

Happy Anniversary and congratulations on the wonderful news that soon you will have a son.

 

God bless you and your family.

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Ren1216

Ren1216

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Chrystal -- My condolences to you, your husband and all of your family. Have a safe journey home, may all of the wonderful memories of your grandmother help bring comfort to your family this week.

 

I had not read yet that you were expecting. Congratulations! Bitter-sweet months lie ahead as you miss your grandmother and wish she could have known your child. Same thing happened to us, still breaks my heart. However, your son will bring new and unmatched joy into your lives. So very happy to hear that RCI really went the extra mile for you. Kudos to them! Enjoy your cruise in a few weeks... we'll all be looking forward to your review. Do take care of yourself.

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jpr1908

jpr1908

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So sorry for your family's loss. I was looking forward to your review (I secretly stalk your posts LOL)! I am sure that the rest and relaxation in two weeks will be a welcome relief from all the two of you will face in the days ahead. Prayers for your comfort. Given the way you describe her, your grandmother-by-marriage is resting in His arms.

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EllaDuChien

EllaDuChien

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Chrystal,

I am so sorry for your loss. T&P are with you and your family at this bittersweet time.

 

While the circumstances are sad, I am thrilled that you have been moved to the cruise I will be on! I had so much fun reading your last review and I had hoped to be able to cruise with you in the future. I hope this cruise will provide some healing.

 

I read a quote once that says: "The cure for anything is salt water - sweat, tears, or the sea."

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Familygoboston Great Review Rare

Familygoboston

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Oh Chrystal...so sorry! I'm sure it would have made her very happy to meet that wonderful baby...but just think, she will be looking out for you both and your new addition now! I'm glad to hear RCL was so sensitive and handling your situation and I wish you well over these next difficult days and hope you have a relaxing and restful vacation afterwards.

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KeywestK

KeywestK

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My sincerest condolences to your family on the loss of your DH's grandmother. And I also wish you all the best on the impending arrival of your baby.

 

I am so glad that RCI came through for you. Several years ago we, too, had an extraordinary situation, and the Resolutions Department came through for us in a way that I never expected, but was immensely grateful for. It's a reminder that there are people in the corporate office who will go above and beyond for their customers, and it's one of the reasons why we love RCI.

 

I hope you and your husband will have a great cruise in a few weeks.

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Host Faith

Host Faith

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Thank you all so much for your kind words and thoughts. You all made DH and I smile this morning :).

 

We're taking it easy today, talking with family. The funeral is on Friday. I'm so glad we're able to be here with everyone as we prepare for the service. Looking forward to our vacation. To those of you who will be sailing with me, I'll post on the roll call. Looking forward to meeting you onboard!

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