Cruise Booking Nightmare and advice

[Xyla]

Maybe I missed it, but was it said if this was a true 14 day cruise, or two separate 7 day itineraries? I guess it puzzles me because once I book, even if it's via a TA, I usually go to the cruiseline website directly and look at my booking to confirm my cabin assignment etc. OP, were you booked on the wrong cruise entirely, a 7 day one instead of a 14 day one?

[SuiteTraveler]

In regards to Celebrity, did you know that a lot of the aft extended balconies are not very private on Solstice class ships? (Not sure if that is what you are on, but you need to know this if you are!) You can look down on them from a lounge above and cabins above and also there is the angled wall on each side where your neighbors can easily look into your balcony. The other issue is that there is lots of vibration when pulling into port - usually in the early morning - at the back of the ship. Honestly, IMO, these balconies are not worth crying about. For a young couple, I would suggest you consider something altogether different. Here are some ideas:

 

NCL in The Haven - pick any suite in the The Haven - it is a great and very special experience. If you are on Epic, Getaway, Breakaway or Escape, then my advice is to also purchase a spa pass on the website prior to boarding. The spas on these ships are awesome. The suite restaurant has become even more upscale than before and we mostly ate there for every meal with one extra meal at Le Bistro and another at Cagney's. The Haven pool area is ideal for lounging and not very crowded ever.

 

MSC in the The Yacht Club - pick any suite within The Yacht Club - also a great and very special experience and some of the BEST entertainment at sea. Also, the prices are extremely good right now. The Yacht Club is all-inclusive and the restaurant for Yacht club guests features the best food on the ship and it's all included. The theater is a swift elevator ride down from the Yacht Club and you get butler and concierge service.

 

RCCL Oasis or Allure or Harmony - simply the largest and most amazing ships in the world right now. They have multiple specialty restaurants and some amazing cabins such as The Lofts. There is so much to do onboard, you cannot do it all in a week or even 2 weeks and the entertainment is spectacular!

 

The more upscale lines would also be good for a honeymoon, especially SeaDream Yacht.

 

Another though, the #1 destination for Honeymoons right now is St. Lucia and the Jade Mountain resort is one of the finest places in the world to stay:

http://www.jademountainstlucia.com/promotions.html

I would suggest a Star Suite.

 

Another amazing place for a honeymoon is Little Palm Island in the Florida Keys:

http://www.littlepalmisland.com/florida-keys-beach-resorts.aspx

 

This website is also helpful in finding some amazing resorts:

http://honeymoonresorts.com/partner?affiliate_id=AFFL110723

 

If you want to try something altogether different, may I suggest Sedona, AZ and Adobe Grand Villas:

http://www.adobegrandvillas.com

and Scottsdale, AZ and the Royal Palms:

http://www.royalpalmshotel.com

Even the cheapest room at Royal Palms is amazing and there is much to do nearby including sports, shopping, restaurants, museums, casinos and more.

You could go to both places in one trip (fly into Phoenix Sky Harbor and rent a car) as well as take a day trip to the Grand Canyon from Sedona.

I've sent many honeymooners to these places and they always come back saying it was a great trip and the resorts were amazing (I'm a wedding planner.)

 

There are also some amazing resorts in Mexico. Check this one out where you can have a suite with its own private pool:

http://www.banyantree.com/en/em-mexico-mayakoba

 

Another thought is Playa del Carmen Mexico. This i where Xcaret and Xplor parks are - well worth going to but difficult to get to and spend any time there from a ship:

http://www.xplor.travel

http://www.xcaret.com

 

The Royal Playa del Carmen is known for being a great all-inclusive.

 

All I can say is that this Celebrity cruise is not worth being upset about.

[Vampire Parrot]

This may be of interest:

https://legalservice.which.co.uk/travel/holiday-problems/case-studies/error-threat-to-dream-trip/

 

"Legal points

Under the Package Travel Regulations, the tour operator is responsible for all aspects of a holiday. In addition, any terms and conditions in the holiday contract are subject to the Unfair Terms in Consumer Contracts Regulations.

The Office of Fair Trading has given guidelines for what would be considered an unfair term. For example, if a contract said that a customer would have to pay to correct a booking mistake that was made through the fault of the ‘principal’ (the tour operator) or ‘agent’ (the travel agent) it could be argued that such a term is unfair. If a mistake is made during the booking, the tour operator or its agent – the travel agent – should cover the cost of correcting it."

 

You might want to print it out and send it to the travel agent.

 

Also see https://legalservice.which.co.uk/travel/holiday-problems/case-studies/

and read the case studies. The final one "Travel firm ruins birthday surprise" is particularly useful.

 

 

I travel a lot (over 50 flights for business in one year...) and have had issues on a few occasions. In each case they have been resolved to my satisfaction - although in one case I came very close to taking an airline to court....

 

VP

Edited May 19, 2016 by Vampire Parrot

[jmf123]

We have not spoken directly to the CruiseLine (Celebrity Cruises) ourselves seeing as our booking was made by our local Travel Agent (who is a cruise specialist according to the website) and have left it to them to deal with that side so we are only taking the TA's word on what they have said and done.

 

Seemingly this has went as high as director level at Celebrity and they have pretty much said no chance of it getting changed and to either pay or cancel! I guess they can/will get someone very easily to pay full price for the cabin if they get rid of us rather than giving it to us at a discounted price.

 

We are still planning on the TA meeting tomorrow and going to bring along our solicitor to at least try and find out how this got messed up so badly and to at least try and get some decent compensation for all the of the hassle/stress and tears that have been happening over this. Right now not sure we will even be looking at Celebrity again after this nightmare. :(

 

Chanman76, you can still speak with Celebrity Cruises even though you have booked with a TA. If you need to escalate this situation and speak to Celebrity after the meeting tomorrow, here is the contact info for the cruiseline: https://secure.celebritycruises.com/contact-us/contact-us-domestic?cS=Footer&ICID=Cel_11Q4_web_hp_ftr_custsupport#footer_page_contact_us_international_tab/contact-us/contact-us-international?subtab=true.

 

This contact info is contained in the link above:

UK (Waybridge Office)

Phone: 0844-493-6011

Local Times: M-F 8:30 a.m.- 8 p.m.

Sat. 9-5 p.m.

Sun. 10-4 p.m.

 

email address: CustomerServiceUK@CelebrityCruises.com

 

This phone number will get you to Celebrity's Customer Service, and you can escalate from there and ask to speak with the Resolutions Department if needed. I believe in working your way up the hierarchy, and not going to the CEO first with an issue. But failing all else, ask for the email address for Celebrity's CEO (Lisa Lutoff-Perlo) and be sure to present your case to them at that level. I believe it is: lLutoff-Perlo@celebritycruises.com (note: address begins with a small case L).

Wishing you all the best! Btw, good post above (#49) by cherylandtk. I would love to see the Celebrity booking confirmation. :)

[CruisingAlong4Now]

Just want to add to this. Long story short I Had a friend who was an attorney. A couple time he accompanied me to meetings such as yours. Not as an attorney but dressed like one with a legal pad and suit. He would take notes. Never said anything lol. Just introduced him as a friend.

Anyone in your family look good in a suit? Don't forget the yellow legal pad! Props are important.

Impressions can be as powerful as the real thing.

Good luck. I despise corporate America and its greed and abuse.

 

And I despise people who make unsubstantiated rants and insults. There has been no indication that a corporate entity is greedy; all we know is that the TA printed something that said 14 day cruise. This could have come their own notes. The cruise company may never had made a commitment for a 14 day cruise. If the TA had the detailed confirm from the cruise line with the cruise itinerary, length of cruise, cruise dates, and price, wouldn't they have provided same to the OP?

 

Also, if you had actually read the thread, you should realize that UK law governs here. It must be the Queen's fault. :eek:

 

To the OP: This is by far not the biggest and worst problem you will encounter. Any problem that can be solved with money is not a true problem. You are both healthy and embarking on a new life adventure. The honeymoon, good or bad, will be a brief memory in a few years; replaced with wonderful life changing experiences you jointly share. Focus on the long journey ahead, not the few days voyage.

[margretha]

So often on these boards people post rants and complaints about things that are so dopey and so natural when cruising (crying baby next door by a poster who "only" got a $250. "goodwill" OBC from the cruise-line or someone complaining that their butler failed to show up with ICED wine glasses...etc.) but your situation is really heartbreaking. I feel for your bride. She has everything else to juggle and worry about between now and the wedding but at the end of tunnel is you and the dream honeymoon cruise. At least she'll still have you! And that seems, after reading your careful and sane follow-through on all this, to be a great gift. Fingers crossed that over the next couple of days we'll all learn the outcome.

margretha

[Shawninrye]

Also I would keep going up the ladder. I've learned long ago they can do what ever they want which includes giving you the original agreement.

Every one has a supervisor. So if the conversation is not going your way ask for the supervisors name and contact info. Then tell them to have this person contact you.

Someone is going to say make this go away!

Just keep at them for a period and then just go somewhere else.

[Chanman76]

Well after a long stressful 2.5 hours meeting the TA we have a Honeymoon...all be it not the original we had planned.

 

Ended up walking away from Celebrity Cruises mainly as this whole experience has sullied the whole honeymoon on this cruise and neither of us would be happy even on a different Celebrity boat (bringing back memories of this fiasco)

 

Instead we have booked on Norweagian (Epic) for 14 days and seem to have a good deal /if not better (Less than original booking after the TA heavy discount in light of the issues and ruined honeymoon) including flights,hotels and transfers.

 

Norwegian were told of the issues with our booking are leaving champagne, chocolates and upgraded room for free as they felt awful for us (and happy to take business away from Celebrity)

 

So out if this whole fiasco....

TA couldn't get original cruise but managed to get us discounted price. Not 100% happy but better than the big zero offer from Celebrity other than tough and payup.

Norwegian upgraded room (without us asking ) and more than happy for our custom. And have already emailed flight info, booking reference, hotel info and full cruise details to ensure we are confident in booking.

 

 

Would like to thank everyone here for listening to my tale of woe and the suggestions. A lot were a huge help today in getting us sorted.

 

Again many thanks :D

[GeezerCouple]

Well after a long stressful 2.5 hours meeting the TA we have a Honeymoon...all be it not the original we had planned.

 

Ended up walking away from Celebrity Cruises mainly as this whole experience has sullied the whole honeymoon on this cruise and neither of us would be happy even on a different Celebrity boat (bringing back memories of this fiasco)

 

Instead we have booked on Norweagian (Epic) for 14 days and seem to have a good deal /if not better (Less than original booking after the TA heavy discount in light of the issues and ruined honeymoon) including flights,hotels and transfers.

 

Norwegian were told of the issues with our booking are leaving champagne, chocolates and upgraded room for free as they felt awful for us (and happy to take business away from Celebrity)

 

So out if this whole fiasco....

TA couldn't get original cruise but managed to get us discounted price. Not 100% happy but better than the big zero offer from Celebrity other than tough and payup.

Norwegian upgraded room (without us asking ) and more than happy for our custom. And have already emailed flight info, booking reference, hotel info and full cruise details to ensure we are confident in booking.

 

 

Would like to thank everyone here for listening to my tale of woe and the suggestions. A lot were a huge help today in getting us sorted.

 

Again many thanks :D

 

VERY glad you have an outcome that you are satisfied with.

 

It's also probably just as well that you changed cruise lines.

This way, instead of constantly being reminded of the "bad service" on Celebrity (even if it was the TA's fault), you'll be remembering that NCL helped out with a bit extra for you on your honeymoon.

 

Hope the rest of the wedding planning goes well, but remember... there are often some stressful moments even without this cruise snafu.

 

And BEST WISHES to both of you!

[cruiseondude]

I am so glad this was happily resolved for you and your Fiance. I want to say that you handled this inquiry with grace and dignity - as did the CC responders. It isn't too often when we see a poster taking the high road to not immediate bash - you came here - posted your issue and never took to "slander"..

 

Koodoos to you - and THANK YOU! Congratulations!

[fabnfortysomething]

Been following this thread to see how it worked out

We like NCL and are now Platinum on them

We've sailed on Epic twice-last time this March and next time will be transatlantic next April

 

Make sure you find your roll call and get to know some fellow cruisers you may want to share tours with

 

NCL also do a good meet and greet where several officers show up and hand out department heads phone numbers so if you have any issues on board they can sort it out quickly

As you have already found out they are keen to help

 

Now you can get back to the planning of the Wedding itself-my own daughter is getting married next year so know how much stress that can cause never mind worries about the honeymoon !

[ontheweb]

Like everyone else, I have been following your tale and hoping it all would work out well for you and your bride to be. Glad to see you came out with a satisfactory resolution.

 

We were on the Epic 4 years ago on a cruise for our 35th anniversary. A few things you will find on her (unless they have changed since then) are Blue Man Group, a blues club, Cirque du Soleil dinner theater, and an Ice Bar. The last two are extra charge. You do have to make reservations for Blue Man group and the Cirque du Soleil dinner theater.

Edited May 20, 2016 by ontheweb

[njmomof2]

Have been following your situation and so glad that you've had what appears to be a positive outcome from a very bad situation.

 

I also agree that you handled this with grace and aplomb. Your bride is getting a real keeper.

 

Now that it's all done, you can relax and get back to planning the wedding and looking forward to the fun.

 

I can tell you that in the long run of life, while right now the wedding and honeymoon seem like big deals (and I agree they definitely are) the most important thing is marrying the person you love and want to spend your life and future with. These will be fond memories in a lifetime of happiness.

 

Best wishes to both of you.

[fabnfortysomething]

Like everyone else, I have been following your tale and hoping it all would work out well for you and your bride to be. Glad to see you came out with a satisfactory resolution.

 

We were on the Epic 4 years ago on a cruise for our 35th anniversary. A few things you will find on her (unless they have changed since then) are Blue Man Group, a blues club, Cirque du Soleil dinner theater, and an Ice Bar. The last two are extra charge. You do have to make reservations for Blue Man group and the Cirque du Soleil dinner theater.

 

there have been a few changes based on our cruise last month

 

Blue Man Group replaced with Priscilla Queen of Desert

Blues club now the Cavern Club with you guessed it a Beatles tribute act and other bands

 

and open secret-POSH -a private sun area with padded loungers and bar which has limited numbers [about 70] which is on first come first served basis

If you board early enough and head to guest services you can purchase for about $100 for whole cruise

[Shawninrye]

I too am happy that you can move on and get stressed about other things!!!!!! Weddings can be fun streets in themselves!

Nice job on follow through. Your bride has a keeper!

You can print this thread out and in 50 years read it and laugh about it!

[OVgirl]

Very glad that you got this sorted out and hope you enjoy the new cruiseline.

 

If you feel inclined, you could have a very good audience by posting your experience on the Celebrity Facebook page. I know of others, when posting on a cruiseline Facebook page get very fast feedback from head office.

[SuiteTraveler]

Glad you got the problem resolved. I'm kind of hoping you are in a spa cabin or even a The Haven spa suite - 14151 has the largest balcony on Epic - almost as big as the suite itself!

[Arzeena]

New Update

 

Got call from TA a short while ago, They have taken it as far as they can go and both the TA or Cruise Line will NOT be honoring or moving on the price (hmm breach of contract??). Best the cruise line can do is offer a free cancellation and the TA "may" offer another Honeymoon at cost price "if" we use them again.

 

We still do not know where the mistake was made as nobody is putting there hands up to it and I do want to know now.

 

Still have a meeting planned for tomorrow afternoon with them with a friend tagging along for moral support (And keep things calm) and to try and keep my fiancee from breaking down once more, as there has already been tears over this today. (I hate seeing her getting so upset)

 

So looks like our dream honeymoon is in ruins and what should have been something to look forward to has been nothing but a nightmare, :mad::mad::mad:

 

Whole thing has left a very bad taste and to be honest both of us are feeling this experience has worn us and tainted what should be a magical time. Hope both companies are proud of what they have put us through.

 

Anyone recommend a nice cruise line for a Caribbean cruise for a Honeymoon willing to please two very unhappy and disappointed people?

 

Again all many thanks everyone for listening to these rants and I will let you know what happens tomorrow...other than losing the cruise I suspect.

 

Wow what a mess this is. I am hoping you are able to sort it out to your content.

 

However, please give us the name of the cruise line and your itinerary, so someone may be able to suggest and help you pick a similar itinerary. I am sure there must be many similar or even better itineraries.

[Arzeena]

Mistake or no mistake, if you can cancel I would also advise them you will no longer cruise with them and tell all your friends. Including us[emoji2].

 

 

Give them a deadline to correct it.

 

Anyway that's what I would do. It's your honeymoon, enjoy each other.

 

All that AND tell them you are a member of Cruise Critic.

[Arzeena]

Ok i guess I came too late for this party.

 

OP I am very happy that your situation was resolved. You will enjoy the Epic and the relaxed atmosphere of NCL. Perhaps you can give Celebrity a try on your 25th wedding anniversary:D;) Best of Luck!

[cml4958]

and open secret-POSH -a private sun area with padded loungers and bar which has limited numbers [about 70] which is on first come first served basis

If you board early enough and head to guest services you can purchase for about $100 for whole cruise

Since NCL is aware of the crap you had to deal with prior to booking with them, it might be worth asking if you could get early access to posh passes. On the larger ships, the extra charge adults only area can be a lifesaver. However, if you're in the Haven, it might not be necessary.

 

Best wishes to you and your future bride!

 

Carrie

[t60]

Thank goodness for a happy outcome for you both, you did well with your negotiating skills. Hope your wedding plans now move forward without any further hiccups.

 

Sandy in Spain

(if you remember please post wedding photo)

Edited May 21, 2016 by t60

[Velvetwater]

You don't say how old you are and you mentioned you sailed with Celebrity before but I do think you have got a much better honeymoon!

 

We are in our late twenties and sailed Celebrity and are not the biggest fans tbh....We haven't sailed NCL but are keen too when they get better itineraries.

 

Was your travel agent a high street national one? We had friends that booked

with a high street TA with the first initial T and they booked up their inclusive holiday. They ended up cancelled and doing it all themselves for a cheaper price in the end. :)

[jennmaybe]

Hi Everyone :)

 

 

He called up the cruise line and passed over our travel dates and cabin requests (We got the cabin we really wanted at the aft, happy days) and came back with a price after taking off the early booking discounts etc. It was a bit more cash than we wanted to spend but seeing as it was our honeymoon we decided to book it and look forward to our 2 week cruise. We paid the deposit and a number of days later received the booking confirmation with the full itinerary and Cruise booking reference from the travel agent.

 

I am so glad everything worked out for you, but I was wondering one thing....and I apologize if I missed it somewhere in previous posts. You stated that you received a confirmation from the travel agent. What exactly did the confirmation list? Did it list 7 days or 14 days?