Involuntary Downgrade

[uksimonusa]

Hope it all works out for you, we are sailing on the Freedom tomorrow as well.

[WestfieldTraveler]

...don't forget to ask them to comp you some internet time if you get this resolved on-board!

[American Bear]

Thanks to all for the advice and phone numbers.

 

Yes, we've cruised before, although not as much as most here but we are Diamond, so some. As I said, this was fairly last minute and we only wanted to go if we could get two cabins that were at least junior suites. This coming week was the only week that would work. The only ship that had suites and was within reasonable driving distance was the Freedom. So we booked one cabin as a confirmed JS and decided we'd take a gamble on the other and book the gty. The gty was about $300 pp more than the JS but we figured the worst would be wed end up with another JS. Apparently we thought wrong. The first supervisor I spoke with flat out told me they had no suites left and revenue management had put us in a ocean view. He offered the $200 inboard credit and I told him it wasn't enough. He then offered some wine or other amenities but I said no. Honestly, I asked for triple cruise credits for both cabins. He put me on hold, spoke with the C&A people, came back and said no. I then told him I'd be ok with the $200 obc and the drink package for both adults. He said he couldn't do it. A little while later my wife called and spoke with a different supervisor. She basically told her tough luck and no refunds. That supervisor told her the only people that could do anything were the revenue management people and that they wouldn't be in until Monday. We'll try again tomorrow.

 

Tell em you deal with me or my lawyers after getting their names!

People get fired for thinking their more important then the customers!

Send a letter off to upper mgmt. after your cruise if you go telling them what happened, that should help, but if it doesn't 'sue'! Small claims court is about $15. for you, and thousands for them to have lawyers show up to defend!

 

Obviously the best outcome would be RCL does the right thing and takes care of you to your satisfaction! Good luck!

Edited June 7, 2014 by American Bear

[Ltgfrk]

First, a big thanks to all for the support! I really doubt anything would have been accomplished if I hadn't posted here regarding the situation. Up until then it was pretty much you're SOL and have a nice trip.

 

What they've done is given us a $1,000 obc. Their offer was $600 but I think for the mess they've made they could at least buy me a few beers. So she threw in what amounts to a drink package and rounded it up. They've also emailed the ship and told them if there happens to be a suite open at check-in or before, they'll put us in it. Unlikely we'll get a suite for that cabin but you never know.

 

Again, thanks everyone.

Edited June 7, 2014 by Ltgfrk

[travelgoddess1]

First, a big thanks to all for the support! I really doubt anything would have been accomplished if I hadn't posted here regarding the situation. Up until then it was pretty much you're SOL and have a nice trip.

 

What they've done is given us a $1,000 obc. Their offer was $600 but I think for the mess they've made they could at least buy me a few beers. So she threw in what amounts to a drink package and rounded it up. They've also emailed the ship and told them if there happens to be a suite open at check-in or before, they'll put us in it. Unlikely we'll get a suite for that cabin but you never know.

 

Again, thanks everyone.

 

Congratulations! Good for you to hang in there, this is a big win for all of us! Thanks you for your persistence!

Edited June 7, 2014 by travelgoddess1

[Clarea]

First, a big thanks to all for the support! I really doubt anything would have been accomplished if I hadn't posted here regarding the situation. Up until then it was pretty much you're SOL and have a nice trip.

 

What they've done is given us a $1,000 obc. Their offer was $600 but I think for the mess they've made they could at least buy me a few beers. So she threw in what amounts to a drink package and rounded it up. They've also emailed the ship and told them if there happens to be a suite open at check-in or before, they'll put us in it. Unlikely we'll get a suite for that cabin but you never know.

 

Again, thanks everyone.

Thanks for letting us know, and Bon Voyage!:)

[marci22]

I'm glad they gave you an acceptable offer now rather than making you wait until you were on the ship, wasting valuable vacation time. Sometimes the weekend personnel are not as familiar with the rules as the M-F reps so I think it is good you got a resolution now.

[masspector]

Not trying to be snarky here but I do not understand. OP said

 

"Another 30 minutes on the phone with this time, the resolution dept. I am normally very calm but towards the end of the call I was not. She tried to spin this into THEM being so generous by refunding us $800 and giving us a $200 obc"

 

and

 

"What they've done is given us a $1,000 obc."

 

 

What exactly is the difference between an $800 refund plus $200 OBC and $1000 OBC?

[KS Sunflower]

Something doesn't sound right but if the OP is happy with what he's getting, that's all that matters.

 

Glad it was taken care of before sailing.

 

Bon Voyage. :)

[PCWalton1]

I think they got the $800 refund AND the $1000 OBC

[Ltgfrk]

Not trying to be snarky here but I do not understand. OP said

 

"Another 30 minutes on the phone with this time, the resolution dept. I am normally very calm but towards the end of the call I was not. She tried to spin this into THEM being so generous by refunding us $800 and giving us a $200 obc"

 

and

 

"What they've done is given us a $1,000 obc."

 

 

What exactly is the difference between an $800 refund plus $200 OBC and $1000 OBC?

 

Yes, sorry to be unclear. We got the $800 refund (which is really just the difference in price between the cabins - not compensation) plus the $1000 OBC.

[Guest maddycat]

I'm so glad that everything worked out for you. I also hope that you get moved into a suite. Please let us know. Have a wonderful cruise.

[Trigger11]

when you book a gty , you are only gty'd a cabin, it is s a gamble.

[rubrrick]

Yes, sorry to be unclear. We got the $800 refund (which is really just the difference in price between the cabins - not compensation) plus the $1000 OBC.

 

Enjoy your cruise! You certainly deserve this, and glad that you are happy with the outcome.

 

Hopefully, there will be a suite available. At the end of your cruise, please come back and let us know how you were treated.

 

Bon Voyage!!;)

 

Rick

[critterchick]

Glad to see that your perseverance paid off! Enjoy your cruise, andK hope they find a suite for you!

[Ken076]

when you book a gty , you are only gty'd a cabin, it is s a gamble.

 

You're guaranteed a cabin in or above the guarantee category that you booked - the OP did not get this (he got a "lower category" cabin which is very, unusual).

 

The "gamble" is that you'll end-up with the lowest category cabin in the category you booked and not one of the higher categories that you might have scored.

 

ken

Edited June 8, 2014 by Ken076

[Mac303]

when you book a gty , you are only gty'd a cabin, it is s a gamble.

 

You may want to read from the begiining of the thread, there are several different guarantee catagories.

[rajacks]

OP - So happy to hear RCI did the right thing and gave you adequate compensation for their mistake. Hope you end up with a JS for that cabin, though! Either way, enjoy your cruise! :)

[Agutaya]

Ltgfrk, I've been following this thread since you first posted. I'm glad the situation has been resolved to your satisfaction, especially before you arrived at the pier. No need to start your vacation in a state of aggravation. Now I hope you still get the stateroom you originally planned to have.

 

I'm so glad CC seems to have helped. I agree with rubrrick that this is what CC is all about; members helping members.

 

I hate to see RCI getting a black eye - I'm loyal to Royal But in this case it is entirely self inflicted. What concerns me is that the situation happened in the first place and that once it happened there was no procedure in place for handling it. Surely this must have happened before, hopefully only in very rare instances. It also occurs to me that the first person the OP talked to should have transferred his call to a supervisor realizing that it was such an unusual situation. The best way to deal with problems is to prevent them.

[TravelerThom]

Ltgfrk: I'm glad that you got an offer that you can live with. I'm proud that CC could contribute. ENJOY your cruise!:)

Wow. That is amazing that they are that quick on cruise critic. They will have a black eye for sure if they do not rectify the situation.

IMO RCI was too deep in this to avoid a black eye. What they have done is belated damage control to mitigate (not eliminate) that black eye. It is pretty poor when your only defense against your employees lying (a balcony is part of W GTY) is that they are too dumb know.

 

I don't bet unless I think it is (virtually) a sure thing.

I'm betting there is a Suite for Bingo:mad:

Anybody want to take the other side of that bet?

 

Thom

[waf125]

Ltgfrk- Bon Voyage!:D

[138east]

I also have been following this thread. I've taken an inside guarantee before and I wonder where they would put me if there were no inside available!

 

Anyway, don't leave a penny of the OBC behind you. For a 5% charge you can cash what's left out at the casino (or perhaps guest services) on the last day of the cruise. Don't feel obligated to spend it all unless you want to. You could easily leave the ship with a significant down payment on another cruise.

[megr1125]

Glad that it seems to have worked out, but let us know what happens when you get on the ship..

 

Not sure what happened or why....they COULD have oversold the cruise and/or category thinking that there might be some cancellations...they could have double booked, the system could have barfed (like that never happens):eek:, or it could have been plain old human error somehow.....(Like revenue opened up a category and didn't check to see what else there was...) or perhaps one hand didn't know what the other was doing and some suites were released for status upgrades, but a W GTY was opened up...:confused::confused:

 

Sort of would like to know HOW this occurred, but that likely will not happen.

 

This is probably rare, and I wouldn't worry about not booking guarantees in the future...I actually booked a Suite Guarantee once and scored the RFS and a GS so I was happy....

 

OP, enjoy...and true, don't feel compelled to spend all the OBC...buy some drink packages, maybe an excursion or spa treatment (you might need it!) and cash out the rest...even at a 5% fee, you're still going to walk away with some cash!

[rrraydon]

OP, congratulations on your successful battle and kuddos to RCI for making it right. Have a wonderful cruise and fingers are crossed for a suite. Please post back and let us know if you scored the suite! :)

[CVU]

Ltgfrk, I've been following this thread since you first posted. I'm glad the situation has been resolved to your satisfaction, especially before you arrived at the pier. No need to start your vacation in a state of aggravation. Now I hope you still get the stateroom you originally planned to have.

 

I'm so glad CC seems to have helped. I agree with rubrrick that this is what CC is all about; members helping members.

I hate to see RCI getting a black eye - I'm loyal to Royal But in this case it is entirely self inflicted. What concerns me is that the situation happened in the first place and that once it happened there was no procedure in place for handling it. Surely this must have happened before, hopefully only in very rare instances. It also occurs to me that the first person the OP talked to should have transferred his call to a supervisor realizing that it was such an unusual situation. The best way to deal with problems is to prevent them.

 

Exactly my feelings. When there is something like this, and it must have happened before.......they should have taken care of it properly right at the beginning. Why wait for this hassle and such to finally make it right?

RCL has done this when they had ship issues, waiting until they looked bad and then came through after bad comments.... with some compensation......makes me disappointed in RCL and we are Loyal to Royal.

Hope they realize now what happened and have some policy in place for this problem.

 

Glad CC was of help and there were no rude comments either!! Very nice, it is a helping site and rude comments are not needed.

 

Have a wonderful cruise!!!! Happy it is sorted out and you can board the ship without that confrontation hanging over your head at the Terminal.