What have they done to your Cuba cruise?

[Heather1972]

37 minutes ago, daniac said:

For the Club Royal (myVEGAS) comped cabins we are on Majesty right now and despite being reassured that we would be receiving 50% of the comped cruise rate in OBC by Club Royal prior to boarding we have zero on board credit. I have an email out to club royal to hopefully get this straightedges out before our cruise is over. 

 

Ugh, this is what I am expecting to deal with on June 24. I have received so many different answers. None of the answers being no compensation. 

[gkbiiii]

I have the email from them, with the exact amount, for my July 8th sailing.

[BethKel]

On 6/17/2019 at 2:03 PM, luv2vacation said:

st day on the ship I saw a credit of $395.00, and after 2-3 days they credited me a difference of $430.00 as casino credit (use it or lose it), while telling me via twitter that I would get those $430.00 as OBC (which never happened).

 

Ugh, thanks for posting all this.  Looks like we're in for a "fight" once we get onboard, DESPITE having emails, etc. stating exactly what we are supposed to get (OBC to use wherever.)

 

So Belugos, your net-net was this?:

OBC of $395 for use wherever

Casino credit of $430 (did you use it?)

$500 for "future cruise"

 

And when you were onboard, who did you talk to?  Just Guest Services or anyone in particular?  By the time I sail, they will have HAD to have quite a few MyVegas-ers come through with the same situation. Will their policy be to plead ignorance until we argue with them enough to get something?  

 

And Heather, I thought you said you had a July sailing but you have June! (I was going to offer to send you deets on my experience from the July 8th cruise once onboard.)  But I'd love to know what responses you get from any of the email addresses and then obviously, how everything nets out for your trip.  Good luck!

 

[Heather1972]

2 hours ago, BethKel said:

 

Ugh, thanks for posting all this.  Looks like we're in for a "fight" once we get onboard, DESPITE having emails, etc. stating exactly what we are supposed to get (OBC to use wherever.)

 

So Belugos, your net-net was this?:

OBC of $395 for use wherever

Casino credit of $430 (did you use it?)

$500 for "future cruise"

 

And when you were onboard, who did you talk to?  Just Guest Services or anyone in particular?  By the time I sail, they will have HAD to have quite a few MyVegas-ers come through with the same situation. Will their policy be to plead ignorance until we argue with them enough to get something?  

 

And Heather, I thought you said you had a July sailing but you have June! (I was going to offer to send you deets on my experience from the July 8th cruise once onboard.)  But I'd love to know what responses you get from any of the email addresses and then obviously, how everything nets out for your trip.  Good luck!

 

 

I typed this up and sent it off to Royal. If I don't have a response by tomorrow I will be calling the number listed in the canned response I got a couple of days ago. I'm ready to present this in person in Monday too.

----------------------------------------------

Here is what I have dealt with in the past two weeks:

 

JUNE 5 - I received email from Royal stating 50% refund of cruise fare paid as on board credit to be used on anything.

 

JUNE 5 - I called Club Royale and I spoke with Deja who said it was 50% of the discounted cruise fare  as on board credit to be used on anything. I made sure she understood that this was a cruise received through the MyVegas app.  $368 OBC

 

JUNE 10 - Since I had been hearing different things, I called again to Club Royale (Oshane) to see what the latest version was. He confirmed it is 50% of discounted cruise fare - $368 OBC to be used on anything. He also said he was adding the codes to get the OBC.

 

JUNE 13 - I received an email from Club Royale (Nicole Locker) stating I would get 50% of cruise fare paid as on board credit to use on anything. This was too vague of an answer, so I sent a follow up email. 

 

JUNE 15 - I called the regular Royal phone number to inquire about my Key West excursion. So, while I had Alex on the phone, I asked again about the OBC situation.  Alex said he double and tripled checked and said I would be receiving $856 as casino free play. This number is 50% of the cruise fare. He even said, “Yes, I know it sounds too good to be true!” 

 

Since this is the first time I had heard this directly and yes, it sounded too good to be true, I again called Club Royale. I spoke with Mikayla this time.  She too said it was $856 in casino free play.

 

By this time I was more than frustrated at the different numbers I had been quoted and how the credit can be used. Everyone refused to put anything in writing. So, I then contacted Royal through Facebook. Now, I was being told by Royal through FB that I would receive $368 in casino free play. 

 

JUNE 17 - I received an email from Club Royale (Julie V.) staying that $368 OBC to be used on anything would be on my sea pass card by the time I am onboard.  

--------------------------------

So, how do you like all those different responses!?!? Trying to get my 2 million points back from MyVegas is a whole other story. 

[coaster]

I cancelled my 6 night Empress cruise in September. Did not like the cancelling of Grand Cayman on the revised itinerary. Just booked an 8 nighter to San Juan and Tortola in August  on Empress for not much more. Ended up getting a promo that included gratuities and onboard credit also. I am happy with my decision to bail on the 6 nighter, Must be a large amount of cancellations as there was no single supplement also.

[BunnyHutt]

I’m shocked by the prices still listed for the 7/3 sailing on Majesty! Who is going to pay close to $1000/pp for a guaranteed interior or ocean view room? Or over $2000/pp for a JS? Deck plan still showing 9 x JS still unassigned so keeping my fingers crossed for upgrade. 

[BunnyHutt]

Confirmed upgrade to a junior suite. 🙂 Bid probably more aggressive than it needed to be, but obviously didn’t foresee the regulation change and ship was previously sold out. Still paying considerably less than what’s listed on website. 

[BethKel]

4 hours ago, Heather1972 said:

 

I typed this up and sent it off to Royal. If I don't have a response by tomorrow I will be calling the number listed in the canned response I got a couple of days ago. I'm ready to present this in person in Monday too.

----------------------------------------------

Here is what I have dealt with in the past two weeks:

 

JUNE 5 - I received email from Royal stating 50% refund of cruise fare paid as on board credit to be used on anything.

 

JUNE 5 - I called Club Royale and I spoke with Deja who said it was 50% of the discounted cruise fare  as on board credit to be used on anything. I made sure she understood that this was a cruise received through the MyVegas app.  $368 OBC

 

JUNE 10 - Since I had been hearing different things, I called again to Club Royale (Oshane) to see what the latest version was. He confirmed it is 50% of discounted cruise fare - $368 OBC to be used on anything. He also said he was adding the codes to get the OBC.

 

JUNE 13 - I received an email from Club Royale (Nicole Locker) stating I would get 50% of cruise fare paid as on board credit to use on anything. This was too vague of an answer, so I sent a follow up email. 

 

JUNE 15 - I called the regular Royal phone number to inquire about my Key West excursion. So, while I had Alex on the phone, I asked again about the OBC situation.  Alex said he double and tripled checked and said I would be receiving $856 as casino free play. This number is 50% of the cruise fare. He even said, “Yes, I know it sounds too good to be true!” 

 

Since this is the first time I had heard this directly and yes, it sounded too good to be true, I again called Club Royale. I spoke with Mikayla this time.  She too said it was $856 in casino free play.

 

By this time I was more than frustrated at the different numbers I had been quoted and how the credit can be used. Everyone refused to put anything in writing. So, I then contacted Royal through Facebook. Now, I was being told by Royal through FB that I would receive $368 in casino free play. 

 

JUNE 17 - I received an email from Club Royale (Julie V.) staying that $368 OBC to be used on anything would be on my sea pass card by the time I am onboard.  

--------------------------------

So, how do you like all those different responses!?!? Trying to get my 2 million points back from MyVegas is a whole other story. 

 

Holy Moses Heather, you've been so diligent!!

 

What's your best hoped for scenario - the $368 (or more) in OBC or the $856 in casino free play?  

 

Do you get concerned that they say (at least my initial email did) that we would get 50% of the paid cruise fare back in OBC (since, at least for me, this was a "free" cruise tho "paid for" through MyVegas points.)

 

My original email from Club Royale on June 6 said we'd $1,029 in OBC, usable for anything (NOT just casino freeplay).  For 2 people in an outside stateroom.

 

On June 14th, I sent a note to Club Royale to confirm that $1,029 in OBC would be available upon boarding on July 8th.  No response.

 

Thanks to your inspiration, I'm going to escalate this and start calling.

[sabrecatz]

16 hours ago, daniac said:

For the Club Royal (myVEGAS) comped cabins we are on Majesty right now and despite being reassured that we would be receiving 50% of the comped cruise rate in OBC by Club Royal prior to boarding we have zero on board credit. I have an email out to club royal to hopefully get this straightedges out before our cruise is over. 

Hey Daniac,

Can you update if you received and what amount ...I was told OBC may not show up u til day 2 or 3 so just wondering what my experience will be.

Thanks

[belugos]

19 hours ago, daniac said:

For the Club Royal (myVEGAS) comped cabins we are on Majesty right now and despite being reassured that we would be receiving 50% of the comped cruise rate in OBC by Club Royal prior to boarding we have zero on board credit. I have an email out to club royal to hopefully get this straightedges out before our cruise is over. 

 

I hate to tell you this, but you wont fix it during the cruise.. unless this is a 10 days cruise and you spend all days calling them. When I started complaining about my missing OBC, they told me "we are working to fix it right away" and that changed to "dont worry - if we cant get it done now you will get the money back after the cruise" and then to "what money??? we owe you nothing!".

One lady had the guts to tell me this in my last call : "So you think deserve to get money back when you did not pay for the cruise?"

[belugos]

10 hours ago, BethKel said:

 

Yes - I have the "promo code" now for a $500 off the next cruise.. they claim "no strings attached" - but I dont think I can count on it.

 

I did not use the casino credit... did not want to  give them the opportunity to tell me later "oh - we gave you the money.."

 

And I spoke with guest services, ClubRoyale, mother Teresa, Barak Obama and Big Foot... they just kept pointing to one another... 

They closed my Twitter chat with "Sorry about the wrong info we gave you - bye".

 

Quote

Ugh, thanks for posting all this.  Looks like we're in for a "fight" once we get onboard, DESPITE having emails, etc. stating exactly what we are supposed to get (OBC to use wherever.)

 

So Belugos, your net-net was this?:

OBC of $395 for use wherever

Casino credit of $430 (did you use it?)

$500 for "future cruise"

 

And when you were onboard, who did you talk to?  Just Guest Services or anyone in particular?  By the time I sail, they will have HAD to have quite a few MyVegas-ers come through with the same situation. Will their policy be to plead ignorance until we argue with them enough to get something?  

 

And Heather, I thought you said you had a July sailing but you have June! (I was going to offer to send you deets on my experience from the July 8th cruise once onboard.)  But I'd love to know what responses you get from any of the email addresses and then obviously, how everything nets out for your trip.  Good luck!

 

 

Edited June 20, 2019 by belugos

[belugos]

8 hours ago, Heather1972 said:

Nicole Heather was the same person who replied to my first email explicitly saying $826.00

 

 

 

8 hours ago, Heather1972 said:

I typed this up and sent it off to Royal. If I don't have a response by tomorrow I will be calling the number listed in the canned response I got a couple of days ago. I'm ready to present this in person in Monday too.

----------------------------------------------

Here is what I have dealt with in the past two weeks:

 

JUNE 5 - I received email from Royal stating 50% refund of cruise fare paid as on board credit to be used on anything.

 

JUNE 5 - I called Club Royale and I spoke with Deja who said it was 50% of the discounted cruise fare  as on board credit to be used on anything. I made sure she understood that this was a cruise received through the MyVegas app.  $368 OBC

 

JUNE 10 - Since I had been hearing different things, I called again to Club Royale (Oshane) to see what the latest version was. He confirmed it is 50% of discounted cruise fare - $368 OBC to be used on anything. He also said he was adding the codes to get the OBC.

 

JUNE 13 - I received an email from Club Royale (Nicole Locker) stating I would get 50% of cruise fare paid as on board credit to use on anything. This was too vague of an answer, so I sent a follow up email. 

 

JUNE 15 - I called the regular Royal phone number to inquire about my Key West excursion. So, while I had Alex on the phone, I asked again about the OBC situation.  Alex said he double and tripled checked and said I would be receiving $856 as casino free play. This number is 50% of the cruise fare. He even said, “Yes, I know it sounds too good to be true!” 

 

Since this is the first time I had heard this directly and yes, it sounded too good to be true, I again called Club Royale. I spoke with Mikayla this time.  She too said it was $856 in casino free play.

 

By this time I was more than frustrated at the different numbers I had been quoted and how the credit can be used. Everyone refused to put anything in writing. So, I then contacted Royal through Facebook. Now, I was being told by Royal through FB that I would receive $368 in casino free play. 

 

JUNE 17 - I received an email from Club Royale (Julie V.) staying that $368 OBC to be used on anything would be on my sea pass card by the time I am onboard.  

--------------------------------

So, how do you like all those different responses!?!? Trying to get my 2 million points back from MyVegas is a whole other story. 

 

[Heather1972]

37 minutes ago, belugos said:

Yes - I have the "promo code" now for a $500 off the next cruise.. they claim "no strings attached" - but I dont think I can count on it.

 

I did not use the casino credit... did not want to  give them the opportunity to tell me later "oh - we gave you the money.."

 

And I spoke with guest services, ClubRoyale, mother Teresa, Barak Obama and Big Foot... they just kept pointing to one another... 

They closed my Twitter chat with "Sorry about the wrong info we gave you - bye".

 

 

 

MOUTH DROP! No one asked Royal to do anything. They were the ones who offered compensation. To point fingers and lie and screw customers over is BS.  We PAID with 2 million myvegas points. There has to be some money exchanging hands some how some way.  

[belugos]

24 minutes ago, Heather1972 said:

 

MOUTH DROP! No one asked Royal to do anything. They were the ones who offered compensation. To point fingers and lie and screw customers over is BS.  We PAID with 2 million myvegas points. There has to be some money exchanging hands some how some way.  

 That was my point. I spent years playing the MyVegas to get those points, and used 2 million points as well. If they dont see value in it, no problems - refund me 50% of my points so that I can use them on another cruise. But that would be another can of worms.

 

The lady who told me "you paid nothing" was a "Reese", that spoke with me when I called them the last time. Eventually that call got transferred and the next person was more reasonable.

 

 

[BethKel]

13 hours ago, Heather1972 said:

 

MOUTH DROP! No one asked Royal to do anything. They were the ones who offered compensation. To point fingers and lie and screw customers over is BS.  We PAID with 2 million myvegas points. There has to be some money exchanging hands some how some way.  

 

Yeah, I think that's the major point.  We didn't ASK for this, it was offered...in writing.  If it was a screw up, sorry, you need to honor that.

 

So here's the net-net from my call this morning to customer service:

 

June 21 – I spoke to Christian and explained that I was on the re-routed Cuba cruise, date, etc. Shared my reservation # and said that I got an email saying that I would get OBC of $1,029 due to the re-route.  Just wanted to confirm that it would be there for our cruise.

 

He looked up and then he said, “according to what we were told, it was 50% off of….

(then lots of mumbling and looking) and then “here it is.”  And he said that if I booked a shore excursion in Cuba, it would be refunded as onboard credit. I said I didn’t book any excursions in Cuba.

 

He then said that a 50% refund was sent on the 10^th.  I started to ask him WHERE it was sent – back to our credit card?  Refund of what – port fees & taxes?  But then he asked for the email that I received and while he waited for that to be forwarded, he would talk w/ their “Resolution Desk."  

 

He came back on the line saying that yes, he saw the email that I forwarded and the resolution desk confirmed that I would get OBC of $1,029 but that I couldn’t use that in advance of the cruise (which I knew), but it would be loaded onto my onboard account and ready to us on my SeaPass account.  Specifically, he said “You will have onboard credit of $1,029 and you can use that for whatever you’d like on board and if it isn’t completely used on the cruise, you will get that money back at the end of the cruise.”   

 

So we'll see if this holds!  

[JessyCruises]

30 minutes ago, BethKel said:

 

Yeah, I think that's the major point.  We didn't ASK for this, it was offered...in writing.  If it was a screw up, sorry, you need to honor that.

 

So here's the net-net from my call this morning to customer service:

 

June 21 – I spoke to Christian and explained that I was on the re-routed Cuba cruise, date, etc. Shared my reservation # and said that I got an email saying that I would get OBC of $1,029 due to the re-route.  Just wanted to confirm that it would be there for our cruise.

 

He looked up and then he said, “according to what we were told, it was 50% off of….

(then lots of mumbling and looking) and then “here it is.”  And he said that if I booked a shore excursion in Cuba, it would be refunded as onboard credit. I said I didn’t book any excursions in Cuba.

 

He then said that a 50% refund was sent on the 10^th.  I started to ask him WHERE it was sent – back to our credit card?  Refund of what – port fees & taxes?  But then he asked for the email that I received and while he waited for that to be forwarded, he would talk w/ their “Resolution Desk."  

 

He came back on the line saying that yes, he saw the email that I forwarded and the resolution desk confirmed that I would get OBC of $1,029 but that I couldn’t use that in advance of the cruise (which I knew), but it would be loaded onto my onboard account and ready to us on my SeaPass account.  Specifically, he said “You will have onboard credit of $1,029 and you can use that for whatever you’d like on board and if it isn’t completely used on the cruise, you will get that money back at the end of the cruise.”   

 

So we'll see if this holds!  

 

That is what I was told too.  Can you remind me if yours was a regular booking or a comp through MyVEGAS or club royale?  I don’t sail until 8/4 so I definitely curious to see how it goes for everyone who sails before me.  I am booked on  Club Royal offer

[BethKel]

6 minutes ago, Canadian Disney Mom said:

 

That is what I was told too.  Can you remind me if yours was a regular booking or a comp through MyVEGAS or club royale?  I don’t sail until 8/4 so I definitely curious to see how it goes for everyone who sails before me.  I am booked on  Club Royal offer

 

I used 2 million MyVegas points to "buy" the cruise, so I not sure if that is considered a comp or ?  But def through MyVegas.  I'll be posting from the cruise, departing July 8th.  

[BunnyHutt]

FYI - for anyone who booked a shore excursion through RCI, check your CC statement. You should have seen a refund of those expenses posted around the 7th, I’m assuming regardless of cruise date.  

 

Has anyone who paid with their CC (versus casino points) returned from their sailing? Curious if the OBC has been as seamless as RCI makes it sound like it’s going to be. These MyVegas folks have me a bit concerned. 

[Heather1972]

1 hour ago, BunnyHutt said:

FYI - for anyone who booked a shore excursion through RCI, check your CC statement. You should have seen a refund of those expenses posted around the 7th, I’m assuming regardless of cruise date.  

 

Has anyone who paid with their CC (versus casino points) returned from their sailing? Curious if the OBC has been as seamless as RCI makes it sound like it’s going to be. These MyVegas folks have me a bit concerned. 

 

Even the Royal Caribbean people have me concerned! 😉

[Bridetobe88]

For those who canceled, is anyone still waiting on their refund? I received about 3/4 of my refund, but am still a couple of hundred dollars short. My TA said to give it another week, which it has been today. Just wondering if I need to be pursing this more forcefully or if it's normal. I was surprised to see the refund I have received come back to my card in multiple random small amounts that have no alignment with the amounts I paid.

[Heather1972]

JUNE 21 -  I put in a call to the number I received on the email 3 days ago which said I would be contacted by today. The number was just for guest relations, not a specific person which was implied in the email (Rudy Navarro).

 

I spoke to Abby. I told her I wanted to speak to a manager or supervisor. She insisted on taking some info first.  Again, I explained what was going on. She said, “Oh, you get $368 OBC and I see you have a casino offer. Let me see what that is about.” But before I could have her confirm it was OBC rather than casino free play, she transferred me to the casino department.

 

Now I was talking to Shawn with the casino department. He said this was a complimentary cruise where I just paid port fees, taxes, and tips. He went on to say he was OBLIGATED to tell me how much I would receive in OBC. He put me on hold for a couple of minutes, and then came back on the line to tell me, “I would be receiving $856 on my sea pass card as refundable OBC.” I responded with, “Well, that contradicts what Abby told me less than 5 minutes ago. Why the different amounts?” Shawn said that since it’s “different” for each booking. Since this was a casino booking, I get half of the cruise fare as OBC.

 

I could not get him to put this in writing despite him asking a member of support about it.  He was told since there’s not a template email, he could not do it.

 

—————

 

Taking bets of what I may or not receive on Monday!!! 

[belugos]

Anyone else back from their trip?

[Heather1972]

I’m on it now

[ReneeFLL]

On 6/20/2019 at 10:59 AM, coaster said:

I cancelled my 6 night Empress cruise in September. Did not like the cancelling of Grand Cayman on the revised itinerary. Just booked an 8 nighter to San Juan and Tortola in August  on Empress for not much more. Ended up getting a promo that included gratuities and onboard credit also. I am happy with my decision to bail on the 6 nighter, Must be a large amount of cancellations as there was no single supplement also.

 

Ugh! I never get gratuities or obc thru Royal. Is this thru a TA or is it some other special by Royal?

 

On 6/21/2019 at 11:50 AM, Bridetobe88 said:

For those who canceled, is anyone still waiting on their refund? I received about 3/4 of my refund, but am still a couple of hundred dollars short. My TA said to give it another week, which it has been today. Just wondering if I need to be pursing this more forcefully or if it's normal. I was surprised to see the refund I have received come back to my card in multiple random small amounts that have no alignment with the amounts I paid.

 

I'm also missing some of the refund. Mine also came in 3 different amounts which make absolutely no sense. I think they just try to confuse you and hope you don't realize that they still owe you $$$. It always seems to be a scam with Royal. Can't believe the crap they are putting some of you thru. Disgusting! 

[Merion_Mom]

On ‎6‎/‎21‎/‎2019 at 11:50 AM, Bridetobe88 said:

For those who canceled, is anyone still waiting on their refund? I received about 3/4 of my refund, but am still a couple of hundred dollars short. My TA said to give it another week, which it has been today. Just wondering if I need to be pursing this more forcefully or if it's normal. I was surprised to see the refund I have received come back to my card in multiple random small amounts that have no alignment with the amounts I paid.

 

4 hours ago, ReneeFLL said:

 

Ugh! I never get gratuities or obc thru Royal. Is this thru a TA or is it some other special by Royal?

 

 

I'm also missing some of the refund. Mine also came in 3 different amounts which make absolutely no sense. I think they just try to confuse you and hope you don't realize that they still owe you $$$. It always seems to be a scam with Royal. Can't believe the crap they are putting some of you thru. Disgusting! 

 

First - the multiple amounts.

 

Refunds come in either two or three pieces.

 

Either cruise fare + port taxes/fees.

 

Or commissionable cruise fare, noncommissionable cruise fare + port taxes/fees.  (you didn't pay it that way, so it doesn't look familiar to you)

 

I can't help with "why doesn't the total add up to what I paid?"

 

Renee, RC doesn't offer those things.  They have to be coming from a TA.