CAS bait and switch. Ticked OFF!

[Shawnino]

That very well may be true....however, why pay for a cabin for your next cruise if you can get it comped.....just to continue your theoretical gambling loss (and believe me, it's not always a loss), which you're going to do regardless if the cabin is comped or not.

 

Harriet

 

I get you. Sure if you're going to gamble anyway, why not get the room comped--but it's still not truly free. Take a few cruises without visiting the casino, and see how quickly the comped cruises stop.

 

I do the same thing: I put my groceries on my credit card and get 1.25% cash-back (or whatever it is). I'm buying the groceries anyway so why not get a rebate. Same deal.

 

Poster "detroitloins" was saying people shouldn't complain about a free cruise.

My point is that the cruise is hardly a free gift.

[Misskitty72]

 

TODAY, a woman from CAS called, and left a message informing us that we have been "downgraded" from the cabin level they previously offered, and for which we have a confirmed reservation in hand. Her message simply said that we had been "over-comp'd" when they made the original offer - an offer we accepted and acted on.

 

Wow! This is outrageous on NCL's part. I don't see how this situation is any different than NCL having a sale and then a few days later saying, "oh that room you booked for $599...well we had a better than expected response...so we're going to charge you $999 instead".

 

They should treat their CAS members better. I was looking forward to hitting the blackjack table, but now I don't know if I'll bother.

[bmwman]

That very well may be true....however, why pay for a cabin for your next cruise if you can get it comped.....just to continue your theoretical gambling loss (and believe me, it's not always a loss), which you're going to do regardless if the cabin is comped or not.

 

Harriet

 

Overall it will be a loss otherwise casino would not be in business - Simple. You see that not everyone falls for the comp thing. CAS need you on the ships and the higher the roller the more they will pay because on balance they will win.

 

I get the the fact that if you are going to gamble anyway and treat losses as an entertainment then it's fine but in no way is it free cruise

[redfantum]

Overall it will be a loss otherwise casino would not be in business - Simple. You see that not everyone falls for the comp thing. CAS need you on the ships and the higher the roller the more they will pay because on balance they will win.

 

I get the the fact that if you are going to gamble anyway and treat losses as an entertainment then it's fine but in no way is it free cruise

None of which has anything to do with the OP's situation and is just an attempt to sidetrack this thread. Honestly getting tired of it.

[CasinoCruzGirl]

If your going to gamble anyway (which I will) why in Gods name wouls I pay for a cabin if they are comping me one.

 

Geri

[janpo]

If your going to gamble anyway (which I will) why in Gods name wouls I pay for a cabin if they are comping me one.

 

Geri

 

 

Exactly right.

 

 

I think they're trying to give us a sermon about gambling. Its called gambling for a reason. I think after all these years, we know the odds and know what we're doing.

 

I'm going to gamble either way, so pile the perks on.

[gl1200a]

IF you were booked and it was downgraded afterwards that is just wrong.

 

However a couple things bother me.

1. The question has been raised a couple times, what category were you originally promised and what was it reduced to?

 

2. Why on earth someone would involve a CET rep is beyond me. My reps/hosts for the past 15 years or so have all been incompetent twits, that can screw up the simplest things. They can't take care of you on their own properties let alone another entity.

 

As Harriet suggested, I would get in contact with CAS on Monday and find where the real problem lies.

[bmwman]

None of which has anything to do with the OP's situation and is just an attempt to sidetrack this thread. Honestly getting tired of it.

 

If you are tired of it do not bother to answer. I did not start this side track so read the thread.

[bmwman]

Exactly right.

 

 

I think they're trying to give us a sermon about gambling. Its called gambling for a reason. I think after all these years, we know the odds and know what we're doing.

 

I'm going to gamble either way, so pile the perks on.

 

No lecture from me I have a casino less than a few miles from home and go there often and lose!! I just do not need to feel that I am getting a comp cruise when it is not. I know I get a cruise and food but I prefer to gamble at home that's it. I like to gamble as much as the next but if I got a comp downgraded I too would be upset;)

[rvsullivan]

OP has posted about 10 times now on this topic, still has not answered the multiple question, what was the original comp and what was it changed to?

Also, is the person responsible not the CET rep that started all this? CAS dealt with CET and it all started there.

[SuiteCruiser]

FDR must be to blame somewhere:rolleyes:

 

He was on the Dawn yesterday, I wish I could have half an hour with him. He'd left before we sailed away.

[hpecorari]

OP, please keep us posted in regard to what your CET says or if, hopefully, you call CAS yourself. Would love to know the outcome.

 

Thanks!

 

Harriet

[sjbdtz]

:confused: The ONLY way that we know what we are "entitle to" is based on what NCL sends us via mail or email so what you are saying is ridiculous. When I receive and exclusive CAS email or mailer, with my name/account number on it, offering me a specific comp, why on earth would I not act on it and furthermore, why would I be "OK" with it if my offer suddenly changed?

 

To the OP: Sorry for what happened. That SUCKS but don't drop the ball. As others have said, escalate it and keep the wheel squeaking.

 

 

It's not the ONLY way.

 

I don't rely on mailers or email to know what I'm entitled to. I pick the cruise I want, and then call CAS and ask what they can do.

 

I then pick the cabin I want, and ask what it would cost to upgrade.

 

 

 

 

As for the OP: What typically happens (though I don't understand why it took so long in your case) is that the rep makes a booking, and then a Supervisor / Manager reviews it.

 

I booked an SE on a 14 day cruise in 2014, and was told I could have it as a comp. I was very pleased and doing happy dances. I had a confirmation number, and everything was written down.

 

Then came the phone call. It was the manager saying that indeed I could have the SE for a 7 day cruise, but that the agent made an error giving it to me for a 14 day, and that unfortunately my play at the time didn't earn me the 14 day SE comp.

 

I was ticked off a bit, but in hindsight realize that in this business you qualify for certain things. If you did NOT qualify, but somebody mistakenly gave you the things anyway, it ultimately isn't unreasonable (Yes, I get that it's upsetting) for them to correct the error. I got what I was entitled to, no more, no less.

 

 

Stephen

 

 

.

[NLH Arizona]

It's not the ONLY way.

 

I don't rely on mailers or email to know what I'm entitled to. I pick the cruise I want, and then call CAS and ask what they can do.

 

I then pick the cabin I want, and ask what it would cost to upgrade.

 

 

This is exactly what I do. I've never called on a mailer or email. I just pick my cruise and call.

[luvcruzing]

It's not the ONLY way.

 

I don't rely on mailers or email to know what I'm entitled to. I pick the cruise I want, and then call CAS and ask what they can do.

 

I then pick the cabin I want, and ask what it would cost to upgrade.

 

 

This is exactly what I do. I've never called on a mailer or email. I just pick my cruise and call.

 

Absolutely. But you still only "know" whatever CAS tells you that you're entitled to, whether by phone call, e-mail or mailers.

[VideoTech]

IF you were booked and it was downgraded afterwards that is just wrong.

 

However a couple things bother me.

1. The question has been raised a couple times, what category were you originally promised and what was it reduced to?

 

2. Why on earth someone would involve a CET rep is beyond me. My reps/hosts for the past 15 years or so have all been incompetent twits, that can screw up the simplest things. They can't take care of you on their own properties let alone another entity.

 

As Harriet suggested, I would get in contact with CAS on Monday and find where the real problem lies.

 

All: I have avoided answering the questions about the comp itself because that really wasn't my original complaint. However, since many seem curious: We were comp'd a forward Penthouse with Balcony. This includes Haven access and butler and concierge service. We were also given quite generous OBC.

 

We were downgraded to a mini-suite and all the OBC was removed. Quite a stunning downgrade, in my opinion.

 

Our CET rep is the Regional Marketing Director for CET in the Southwest. He is hardly incompetent, and has always taken excellent care of us both on CET properties and with NCL.

 

We have dealt directly with CAS in the past, so we are not unfamiliar with them or with the process of dealing with them. We will probably go directly to them if our rep has no success, but we believe his working relationship with them gives him a better chance of correcting the problem, and we're willing to let him have a shot at fixing it.

 

I do appreciate all the support and suggestion from other CC'er's here. That's the wonderful value of this group!

[VideoTech]

OP, please keep us posted in regard to what your CET says or if, hopefully, you call CAS yourself. Would love to know the outcome.

 

Thanks!

 

Harriet

 

Will do, thanks Harriet! For the moment, there has been no resolution. We do not expect that there will be, and so our next challenge will be to secure a refund of the port taxes and fees that we have paid, since we are already inside the 120 day window.

Edited August 30, 2015 by VideoTech

[VideoTech]

It's not the ONLY way.

 

I don't rely on mailers or email to know what I'm entitled to. I pick the cruise I want, and then call CAS and ask what they can do.

 

I then pick the cabin I want, and ask what it would cost to upgrade.

 

This is typically our process as well, only we begin the process by working through our CET rep. That's just how we've always done it, and as I've said before, we have always been more than satisfied with the results.

 

 

 

As for the OP: What typically happens (though I don't understand why it took so long in your case) is that the rep makes a booking, and then a Supervisor / Manager reviews it.

 

I booked an SE on a 14 day cruise in 2014, and was told I could have it as a comp. I was very pleased and doing happy dances. I had a confirmation number, and everything was written down.

 

Then came the phone call. It was the manager saying that indeed I could have the SE for a 7 day cruise, but that the agent made an error giving it to me for a 14 day, and that unfortunately my play at the time didn't earn me the 14 day SE comp.

 

I was ticked off a bit, but in hindsight realize that in this business you qualify for certain things. If you did NOT qualify, but somebody mistakenly gave you the things anyway, it ultimately isn't unreasonable (Yes, I get that it's upsetting) for them to correct the error. I got what I was entitled to, no more, no less.

 

Stephen

 

.

 

I understand the manager review process, but respectfully disagree that downgrading the customer should be the outcome. If an error was made by a CAS staffer, that staffer should receive further training to prevent future errors. The customer should not be made responsible for the errors of the staffer who made the offer. The original offer should be honored.

 

Even if we didn't qualify for the original offer, it is not our responsibility to say "Oh are you sure? That sounds like you're giving us more than we deserve." it is their business to correctly evaluate our play, and therefore our value to their operation. We accepted what was offered, and acted on it, only to have the offer changed after it was made. I feel that's wrong.

[emcelh]

I wonder how often this happens. Not everyone who has a similar experience is going to report it on CC.

OP, I hope you get it worked out to your satisfaction. I would think that, if someone has to review the reservation, that should be made clear at the time of booking and a confirmation not given until that takes place.

[gl1200a]

V.T.

I truly hope they do what's right and re-instate your original agreement.

I know I have been a bit disturbed by some of the comps that have been removed in the past year on the Golden and VIP levels, to the point I have to remind myself I'm going for port fees and taxes.

 

If they downgraded a room on me after booking I would do the same.....

Not go and re-evaluate my relationship with CAS, or take the mini and not gamble :)

 

Good luck, hope they do what's right!

[conandrob240]

This is typically our process as well, only we begin the process by working through our CET rep. That's just how we've always done it, and as I've said before, we have always been more than satisfied with the results.

 

 

 

 

 

I understand the manager review process, but respectfully disagree that downgrading the customer should be the outcome. If an error was made by a CAS staffer, that staffer should receive further training to prevent future errors. The customer should not be made responsible for the errors of the staffer who made the offer. The original offer should be honored.

 

Even if we didn't qualify for the original offer, it is not our responsibility to say "Oh are you sure? That sounds like you're giving us more than we deserve." it is their business to correctly evaluate our play, and therefore our value to their operation. We accepted what was offered, and acted on it, only to have the offer changed after it was made. I feel that's wrong.

 

In my opinion, the sticking point in this case is that it was not an "offer". It was not a category discussed and left with the traveler thinking it over and calling back. It was an accepted offer which progressed to a solidified booking with payment exchanged. At that point, no matter how big the error, it should be honored by NCL.

[CasinoCruzGirl]

All: I have avoided answering the questions about the comp itself because that really wasn't my original complaint. However, since many seem curious: We were comp'd a forward Penthouse with Balcony. This includes Haven access and butler and concierge service. We were also given quite generous OBC.

 

We were downgraded to a mini-suite and all the OBC was removed. Quite a stunning downgrade, in my opinion.

 

Our CET rep is the Regional Marketing Director for CET in the Southwest. He is hardly incompetent, and has always taken excellent care of us both on CET properties and with NCL.

 

We have dealt directly with CAS in the past, so we are not unfamiliar with them or with the process of dealing with them. We will probably go directly to them if our rep has no success, but we believe his working relationship with them gives him a better chance of correcting the problem, and we're willing to let him have a shot at fixing it.

 

I do appreciate all the support and suggestion from other CC'er's here. That's the wonderful value of this group!

 

Same thing happened to me told a comp spa suite turned into a comped spa mini suite

[CasinoCruzGirl]

I wonder how often this happens. Not everyone who has a similar experience is going to report it on CC.

OP, I hope you get it worked out to your satisfaction. I would think that, if someone has to review the reservation, that should be made clear at the time of booking and a confirmation not given until that takes place.

 

 

Like I said earlier the same exact thing happened to me via CAS. No resolution was ever made. It even a return phone call from the manager I asked to return my call. A simple apology was never even given.

 

Geri

[farmer92]

Will do, thanks Harriet! For the moment, there has been no resolution. We do not expect that there will be, and so our next challenge will be to secure a refund of the port taxes and fees that we have paid, since we are already inside the 120 day window.

 

I was curious about the timeline, when you booked and when you got the call? and also how close was the cruise when you got the call?

 

sorry I just read original post again.....duh!!

Edited August 31, 2015 by farmer92

[fstuff1]

We are trying to resolve the issue through our CET marketing rep.

 

wait.. what?!

 

why is CET involved in this?

is this a free cruise from NCL's CAS (based on ship casino play) or thru Caesar's (land casino play)?

 

if it's a free cruise from Caesar's (ie: land casino) then the screw up is with them and not NCL/CAS.

 

if the free cruise is from ship casino play, then why bring CET into this?!

I would keep escalating this with CAS. ask for the manager's manager. and then his manager, etc.

 

but either way, it's doesn't seem right that they change the offer after you have the confirmation # and paid for everything.

Edited August 31, 2015 by fstuff1