RCCL won't send me cancellation confirmation

[CococayDays]

We had to cancel cruise for medical emergency.  At this point it's non refundable, which I understand. I did not receive an email cancellation confirmation which I need to file a claim with my travel insurance company. I called and was told they do not automatically send out a confirmation of cancellation. I also chatted on FB messenger and was told the same thing. I sent an email to guest relations requesting something in writing to prove to insurance company that my reservation is cancelled and we will not be boarding the ship.  Auto reply started someone would contact me within 3 days. That has come and gone. I have now contacted corporate and executive offices. I hope they will help me. Why would Royal have such a ridiculous policy? Why do I have to beg for it? If I cancel a hotel, a flight or even an Amazon order. I get an email confirming the cancellation. I'm so frustrated and shocked that this is their policy. Any suggestions? 

Edited September 5, 2019 by CococayDays

[dodgestang]

My opinion....hurricane has disrupted everything at RCCL for a little while and to give them a little more time

[AlanF65]

Did your credit card get the port fees credited back? That may be enough to start the claim.

[CococayDays]

28 minutes ago, AlanF65 said:

Did your credit card get the port fees credited back? That may be enough to start the claim.

I got several credits.. 

The gratuities and the taxes. The rest are the excursions, beverage package, The Key. The Visa statement just shows RCCL but I know what the amounts are for.

 

[TigerLady]

mbayley@rccl.com

explain your situation to him.   He should be able to get the ball rolling.  

[TTFromSommersTown]

Not sure if this will help, but can you not sign into your account for this cruise and do a screen shot of it. It should say something like "CRUISE CANCELLED" somewhere on the page.

[CococayDays]

21 minutes ago, TTFromSommersTown said:

 

To TigerLady, thank you!! I emailed just now.

To TTfromSommersTown, I get this message.."we're having an issue, contact guest services"

 

Edited September 6, 2019 by CococayDays

[Snit13]

16 hours ago, CococayDays said:

We had to cancel cruise for medical emergency.  At this point it's non refundable, which I understand. I did not receive an email cancellation confirmation which I need to file a claim with my travel insurance company. I called and was told they do not automatically send out a confirmation of cancellation. I also chatted on FB messenger and was told the same thing. I sent an email to guest relations requesting something in writing to prove to insurance company that my reservation is cancelled and we will not be boarding the ship.  Auto reply started someone would contact me within 3 days. That has come and gone. I have now contacted corporate and executive offices. I hope they will help me. Why would Royal have such a ridiculous policy? Why do I have to beg for it? If I cancel a hotel, a flight or even an Amazon order. I get an email confirming the cancellation. I'm so frustrated and shocked that this is their policy. Any suggestions? 

Confused by your issue.  I always stay on the phone with my computer open to my email account and insist they email me any and all additions or cancellations to my account.  No matter if it is C&A or my CVP or someone from another department, they have never refused to email the information I request.  I then print a copy for my records.  Hope you never have to go thru this again.

[The Grumpus]

They have never sent me a cancel conformation in the past, automatically or other.  They have always verbally give me a cancellation number when I cancel.  It never seemed all that ridiculous to me but then I've never needed it in writing.  I'm sure if you need it, someone with a little pro-activeness there will eventually email you one.

[stan43]

I have had to cancel previous cruises with RCCL and when I checked my account, they had indicated that the cruise had been cancelled. There was no other notification sent or needed.

[Big_G]

@CococayDays

You need to ask them for an insurance letter. I've canceled two cruises. Both times I called the main number and they were more than happy to email it.