executive2 Posted May 29, 2014 #1 Share Posted May 29, 2014 Word to the wise... The new online reservation system is terrible. Phantom reservations are created.....but dont exist. Good luck in making a dinner reservation...takes hours and they cant modify a date or time. Reservation has to be canceled...thus crediting the credit card...and starting a new reservation and credit card charged again. Even worse if your linking two reservations. Even Royal Carribbean agents are frustrated. There's got to be a better way.. Help!!!!!! Link to comment Share on other sites More sharing options...
Harooni Posted May 29, 2014 #2 Share Posted May 29, 2014 yes sucks, not sure how it could be worse than the old one, but they pulled it off. lol you cant even actually see what package or reservations you have unless you go back into the planner and see the order history. i think ill just book the restaurants on board and save some agro. Link to comment Share on other sites More sharing options...
trev71 Posted May 29, 2014 #3 Share Posted May 29, 2014 (edited) I dont know but their whole online system thing is horrible. I booked a cruise while on board for my first time. So when i got home i checked it out and everything was fine. Then a few days later I logged in to see if i went from Gold to Platium and it did so i clicked on my reservation and my BOGO disappereed and showed i owed 650$ more than i did last time. They said it was cause i looked at an excursion is while it took away my bogo credit. I was like seriously. then another girl told me was cause my C&A status changed. I dont think anyone knows what is going on Edited May 29, 2014 by trev71 Link to comment Share on other sites More sharing options...
Harooni Posted May 29, 2014 #4 Share Posted May 29, 2014 I dont know but their whole online system thing is horrible. I booked a cruise while on board for my first time. So when i got home i checked it out and everything was fine. Then a few days later I logged in to see if i went from Gold to Platium and it did so i clicked on my reservation and my BOGO disappereed and showed i owed 650$ more than i did last time. They said it was cause i looked at an excursion is while it took away my bogo credit. I was like seriously. then another girl told me was cause my C&A status changed. I dont think anyone knows what is doing on no they dont, and they are probably told to act like it must be you and not the website. as if its working perfectly and this is new to them. lol Link to comment Share on other sites More sharing options...
Aquahound Posted May 29, 2014 #5 Share Posted May 29, 2014 Even Royal Carribbean agents are frustrated. Yes, they are. And I have not been shy telling them how much their website sucks. I don't know how true it is, but I'm told they are working on a new site and hope to have it up by early Fall. Stand by for heavy rolls! Link to comment Share on other sites More sharing options...
executive2 Posted May 29, 2014 Author #6 Share Posted May 29, 2014 Just called and asked to speak o a supervisor. Half jour on the phone with an agent who appologizes but cant seem to transfer a call. They certainly dont understand a customers frustration. They take Credit Card information but dont process the transaction. Something is really wrong and they just don't care. And their inaction makes it even worse. I just hanged up in frustration. Good luck to all. Link to comment Share on other sites More sharing options...
bobinfl Posted May 29, 2014 #7 Share Posted May 29, 2014 Last weekend all 6 of my future booked reservations disappeared from their system. I did not have all of the Guest invoices so I did not have all of the reservation numbers to try to reconstruct these reservations for an agent to review. Fortunately some of these were in my deleted e-mail folder as Holds that I had placed and later converted to paid reservations. It took a great deal of time to reconstruct. Spoke to C&A and they went over the reservation numbers and said they were having problems with the system and also did not see any under my account. The next day they all reappeared when I logged on. I urge everyone to either have copies of all invoices or at least take a screen shot of your booked reservations. This could save you a lot of time and aggravation if your bookings disappear. Link to comment Share on other sites More sharing options...
trev71 Posted May 29, 2014 #8 Share Posted May 29, 2014 Good idea about the screen shots i will try that when I am home for sure. Also they told me when I do make payments with creditcard on their website, that if i dont make a payment over 500$, dont do it online. to call and they will process it over the phone. They said sometimes their system doesnt process them 100-300$ amounts. They have me somewhat worried about all this non sense. Link to comment Share on other sites More sharing options...
GTO-Girl Posted May 29, 2014 #9 Share Posted May 29, 2014 I have been trying to book an excursion and a drink package for several weeks! It keeps saying my credit card wasn't accepted......THERE'S NOTHING ON THAT CARD!!! So far I have been lucky that none of my "attempts" have resulted in a charge on my card BUT I'm at the point now where I'm about to forget the whole thing. Can you imagine how much money RCI could be losing because people either just give up or decide to book private exursions? Come on RCI......get it together!!!! Link to comment Share on other sites More sharing options...
Harooni Posted May 29, 2014 #10 Share Posted May 29, 2014 (edited) I have been trying to book an excursion and a drink package for several weeks! It keeps saying my credit card wasn't accepted......THERE'S NOTHING ON THAT CARD!!! So far I have been lucky that none of my "attempts" have resulted in a charge on my card BUT I'm at the point now where I'm about to forget the whole thing. Can you imagine how much money RCI could be losing because people either just give up or decide to book private exursions? Come on RCI......get it together!!!! yes exactly i pointed it out how much their IT dept is costing them. some just cancel the cruise and go to the competition too i bet. its a rather expensive vacation for some and it is a little uneasy not knowing your reservation or plans are in tact. Edited May 29, 2014 by Harooni Link to comment Share on other sites More sharing options...
molly361 Posted May 29, 2014 #11 Share Posted May 29, 2014 I dont know but their whole online system thing is horrible. I booked a cruise while on board for my first time. So when i got home i checked it out and everything was fine. Then a few days later I logged in to see if i went from Gold to Platium and it did so i clicked on my reservation and my BOGO disappereed and showed i owed 650$ more than i did last time. They said it was cause i looked at an excursion is while it took away my bogo credit. I was like seriously. then another girl told me was cause my C&A status changed. I dont think anyone knows what is going on I also had a reservation (not BOGOHO) that was paid in full and every time I went into it to do anything it would re-price itself. Link to comment Share on other sites More sharing options...
AZAficionado Posted May 29, 2014 #12 Share Posted May 29, 2014 As a former IT person, I can't figure out how they can screw up their website this bad. This isn't rocket science anymore - maybe it was 30 years ago, but not now. There is absolutely no excuse for it, especially with the level of sophistication, computerization, and technology on the ships. Luckily, my worst experiences on the site have been limited to a clunky interface and some conflicting information. Nothing as bad as what you guys are reporting here. Link to comment Share on other sites More sharing options...
2GACruisers Posted May 29, 2014 #13 Share Posted May 29, 2014 After reading some of the previous posts, I went in to check my booked cruise. Below is what it said I owed: Purchased on -Mar-2014 Ship Name: Majesty Of The Seas Departure Port: Miami, Florida Ports of Call: Miami, Florida; Nassau, Bahamas; CocoCay, Bahamas; Key West, Florida; Miami, Florida 2014 Sailing Date: 10 Nov Stateroom: Superior Ocean View . View Deck 9 ** Total Price*: $8,576.53 USD Yes, their web-site is messed up for sure. Link to comment Share on other sites More sharing options...
matj2000 Posted May 29, 2014 #14 Share Posted May 29, 2014 You should just go through an online TA. They are much easier... Link to comment Share on other sites More sharing options...
voyager70 Posted May 29, 2014 #15 Share Posted May 29, 2014 You should just go through an online TA. They are much easier... They are easier, but I like to be able to make reservations, modifications, etc. online without having to call anyone at any time. Used to have no problem doing this until the new system was unveiled :mad: Link to comment Share on other sites More sharing options...
Yorkvillain Posted May 29, 2014 #16 Share Posted May 29, 2014 (edited) Just called and asked to speak o a supervisor. Half jour on the phone with an agent who appologizes but cant seem to transfer a call. They certainly dont understand a customers frustration. They take Credit Card information but dont process the transaction. Something is really wrong and they just don't care. And their inaction makes it even worse. I just hanged up in frustration. Good luck to all. Wow, 2nd post by you in 11 years. I wonder if that is some kind of record. Sorry everyone for the off-topic comment. I too am very frustrated with the new reservation system. Edited May 29, 2014 by Yorkvillain Link to comment Share on other sites More sharing options...
executive2 Posted May 29, 2014 Author #17 Share Posted May 29, 2014 Unfortunately the customer support team lies too. After being on the phone this morning for 90 minutes they said they were successful in modifying my reservation and will call me back this afternoon. No one called me back and now that I can view the reservation screen - they lied again about the reservation modification. They must be using the same creative team as the affordable care act (Oboma Care) BRAVO -Royal Carribbean - At least the government got it right. Link to comment Share on other sites More sharing options...
ckfred Posted May 29, 2014 #18 Share Posted May 29, 2014 This is why you use a travel agent. Then, the agent deals with the frustration. Link to comment Share on other sites More sharing options...
trev71 Posted May 29, 2014 #19 Share Posted May 29, 2014 This is why you use a travel agent. Then, the agent deals with the frustration. But if there is a price drop, and you cant get ahold of your TA you will miss out on the savings I almost did last time and I said NEVER AGAIN. Plus I booked while on board so I don't have to pay for a while. Link to comment Share on other sites More sharing options...
setsail Posted May 29, 2014 #20 Share Posted May 29, 2014 A Ta serves no purpose when using the pre cruise planner to book stuff for your cruise. Link to comment Share on other sites More sharing options...
Irene7 Posted May 29, 2014 #21 Share Posted May 29, 2014 I dont know but their whole online system thing is horrible. I booked a cruise while on board for my first time. So when i got home i checked it out and everything was fine. Then a few days later I logged in to see if i went from Gold to Platium and it did so i clicked on my reservation and my BOGO disappereed and showed i owed 650$ more than i did last time. They said it was cause i looked at an excursion is while it took away my bogo credit. I was like seriously. then another girl told me was cause my C&A status changed. I dont think anyone knows what is going on A couple of weeks ago, I went into my reservation because when I booked the cruise I forgot to enter the bed configuration. So I clicked Modify and picked the configuration. After saving it, the balance for the cruise increased by over a thousand dollars. When I called, the girl told me it happened because I did a modification. She fixed it and said this happens often. Sheesh, I'm afraid to go in there again. Link to comment Share on other sites More sharing options...
trev71 Posted May 29, 2014 #22 Share Posted May 29, 2014 A couple of weeks ago, I went into my reservation because when I booked the cruise I forgot to enter the bed configuration. So I clicked Modify and picked the configuration. After saving it, the balance for the cruise increased by over a thousand dollars. When I called, the girl told me it happened because I did a modification. She fixed it and said this happens often. Sheesh, I'm afraid to go in there again. yeah I am going to stay off that site for a while. Since my next cruise was is 300 plus days away. Link to comment Share on other sites More sharing options...
emdia43 Posted May 29, 2014 #23 Share Posted May 29, 2014 It has always been a mess. I've been hoping for years they would hire someone from Amazon who could show them how to run a business.... You can select and purchase a basket full of goods from Amazon in no time, but try to select or book a cruise from Royal Caribbean, and it's an exercise in frustration ... Select April 2014, what comes up is November and December. Choose the price listed, select a room, price has now changed....:mad: Link to comment Share on other sites More sharing options...
coral reef Posted May 30, 2014 #24 Share Posted May 30, 2014 I, too, have had nothing but aggravation for the last three weeks. I can't begin to tell you the troubles I have had with their on line system and their either inept or rude customer service reps. this was suppose to be a fun family vacation and has turned into a nightmare. my question is has anyone asked for or received compensation from royal for their mess up. as one customer rep told me, "there's nothing like going with a new system at the busiest time of the year." Link to comment Share on other sites More sharing options...
GTO-Girl Posted May 30, 2014 #25 Share Posted May 30, 2014 All I want to do is book an excursion and a drink package and so far I have had no luck! It's funny they don't have a problem accepting your final payment, but cannot help with anything else. I am beyond aggravated!!! Link to comment Share on other sites More sharing options...
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