NCL Changed Amenities on Joy Suites

[vacation44]

This afternoon NCL changed the amenities that came with booking a non Haven Suite without notifying those currently booked.   When I booked my Penthouse Suite with Balcony,  amenities included concierge, butler, priority boarding and breakfast/lunch in LaCucina.   As of this afternoon,  only concierge available for reservations services only (which I already made myself).   So actually now the cabin category below, Club Balcony Suite, includes more amenities, but for $1,100 less.   I am having a hard time processing how they can make such a change without any notice or justification.    When I called and chatted online, I got two completely different answers.   Does anyone have any suggestions on how to handle this?

[BirdTravels]

Are you on the ship? Ask to talk to the General Manager.

[vacation44]

6 minutes ago, BirdTravels said:

Are you on the ship? Ask to talk to the General Manager.

No, our sailing is in February.   I am a few days away from the 60 day mark so I know I have options.  

[Old & Retired]

It's going to be really hard to get a correct answer from NCL.  One route you might try is the pre-cruise concierge.  They might give you a straight answer.  Your next best option is right here on CC.

[vacation44]

4 minutes ago, Old & Retired said:

It's going to be really hard to get a correct answer from NCL.  One route you might try is the pre-cruise concierge.  They might give you a straight answer.  Your next best option is right here on CC.

Thank you for the suggestion.   I will reach out to them.  

[BirdTravels]

2 hours ago, vacation44 said:

No, our sailing is in February.   I am a few days away from the 60 day mark so I know I have options.  

And how were you notified of this change in perks? And what did that notification say were your options?

[bonvoyagie]

Doesn't the Joy have a full Haven and all suites have access to it? Only the Jewel class and below have breakfast and lunch in Cagneys and haven vs non haven suites.

[vacation44]

4 hours ago, BirdTravels said:

And how were you notified of this change in perks? And what did that notification say were your options?

I was not notified.  Since my 60 days is coming up soon,  I repriced on the website and noticed the amenities were changed.    

[vacation44]

2 hours ago, bonvoyagie said:

Doesn't the Joy have a full Haven and all suites have access to it? Only the Jewel class and below have breakfast and lunch in Cagneys and haven vs non haven suites.

Yes.  The Joy has a full Haven.  However, the Joy also has two cabins listed as suites which included some similar amenities.    The breakfast and lunch was suppose to be at LaCucina . I have seen a you tube video from a travel agency a few weeks back explaining these suites.  I will try to find it and post it.

[sverigecruiser]

14 minutes ago, vacation44 said:

I was not notified.  Since my 60 days is coming up soon,  I repriced on the website and noticed the amenities were changed.    

 

Maybe only for new bookings?

 

[vacation44]

7 minutes ago, sverigecruiser said:

 

Maybe only for new bookings?

 

That would make sense and NCL has a right to do that, but I do not believe that is the case.   I am 100% positive these amenities were included in by booking. I originally booked a mini suite with large balcony then realized for about  $1100 more, the Penthouse Suite with Balcony was an option with some similar amenities as a Haven Suite.

[madgran]

7 hours ago, vacation44 said:

Thank you for the suggestion.   I will reach out to them.  

You can call but all you will get is a pillow option and a egg crate for the sofa.   Total waste of time.  We called the first of Nov and they acted like we should have known this.   My sister pointed out that the web site stated butler. breakfast and lunch, priority escort, fruit basket and a lot more.  She said she knew nothing about that,  but it has been that way since the refit.   Well looking at CC we know that that was a lie.  Birdtravels did a thread on his Alaska cruise and that was after the refit.  We knew the butler was not included but a few  of the others such as meals where there.  He even posted the menus from the resturant.

 

We thought she was thinking Club balcony suite so she called NCL and talked to 2 different agents who assured her that the web site was right.   Since our final payment was the 22nd of November she fired off a certified letter to corporate.   Well they must of filed that in the trash because they never called or e-mailed her the answer.  

 

So here we are past final payment and are getting a cabin that has less benefits than the club balcony suites.   She did send a sort of demanding e-mail yesterday to guest relations and maybe with a little luck we may get a little satisfaction.   Not holding our breath but maybe.  

 

If those things are impotant to you I would cancel now while you still can.

 

 

 

 

 

 

 

 

 

 

[susique]

6 hours ago, BirdTravels said:

And how were you notified of this change in perks? And what did that notification say were your options?

The perks and amenities were still on there website yesterday morning.  That changed about 2 pm.  I guess that the cruisers on the ship last week and this week are raising a stink.  We were never notified and 4 agents assured me all systems was a go.  

[susique]

1 hour ago, vacation44 said:

That would make sense and NCL has a right to do that, but I do not believe that is the case.   I am 100% positive these amenities were included in by booking. I originally booked a mini suite with large balcony then realized for about  $1100 more, the Penthouse Suite with Balcony was an option with some similar amenities as a Haven Suite.

My certified letter included a copy of the booking site stating the amenities.  You could book with them until yesterday.

[goldmom]

Not sure if this will help or not, but try e-mailing vicepresidentguestservices@ncl.com.  Explain your problem politely and ask them for a resolution.  I've e-mailed them before and usually get a reply back in a day or so.  Sometimes it's just a stock answer and sometimes it's an actually solution.  At least then you'll also have something in writing from corporate if they tell you that you'd still be entitled to those perks.

 

Good luck!  

[vacation44]

2 minutes ago, goldmom said:

Not sure if this will help or not, but try e-mailing vicepresidentguestservices@ncl.com.  Explain your problem politely and ask them for a resolution.  I've e-mailed them before and usually get a reply back in a day or so.  Sometimes it's just a stock answer and sometimes it's an actually solution.  At least then you'll also have something in writing from corporate if they tell you that you'd still be entitled to those perks.

 

Good luck!  

Thank you very much for the suggestion and I will definitely email them.    

[vacation44]

Hard  to see, but it does show the amenities were clearly included.

[Cruise Gopher]

Why single out just these two suites on the whole ship and strip the benefits of the Haven? Wouldn’t it be a lot

less headaches for everyone to just classify these two as Haven?  We are talking an extra 4 people. 

[vacation44]

4 minutes ago, Cruise Gopher said:

Why single out just these two suites on the whole ship and strip the benefits of the Haven? Wouldn’t it be a lot

less headaches for everyone to just classify these two as Haven?  We are talking an extra 4 people. 

There are 26 Penthouse House Suites on the Joy.  Then there are also the Family Suites which were also sold with certain amenities.   A lot more than four people.    These cabins do not have Haven access, but had a lot of other similar amenities.   

[Two Wheels Only]

13 minutes ago, Cruise Gopher said:

Why single out just these two suites on the whole ship and strip the benefits of the Haven? Wouldn’t it be a lot

less headaches for everyone to just classify these two as Haven?  We are talking an extra 4 people. 

 

There are already 118 staterooms on Joy with Haven access.

 

The OP was never promised Haven access. The OP simply wants what was listed on the day that the cruise was booked.

[susique]

4 minutes ago, vacation44 said:

There are 26 Penthouse House Suites on the Joy.  Then there are also the Family Suites which were also sold with certain amenities.   A lot more than four people.    These cabins do not have Haven access, but had a lot of other similar amenities.   

There are 33  two bedroom family suites inside that hold up to 6 people.  It had the same amenities that the penthouse suites listed.  Two bedroom (around 530 square feet, virtual balcony) with two full bathrooms.   We choose that one so my sister had her own bed and bath.

[vacation44]

5 minutes ago, Two Wheels Only said:

 

There are already 118 staterooms on Joy with Haven access.

 

The OP was never promised Haven access. The OP simply wants what was listed on the day that the cruise was booked.

Thank you.   We just want what we booked and paid for.   

[vacation44]

7 hours ago, susique said:

My certified letter included a copy of the booking site stating the amenities.  You could book with them until yesterday.

 I also enclosed the e-mail I received from the pre-cruise concierge team as well as the attached which I found in my saved files (I cropped out my information).

[BirdTravels]

7 hours ago, Two Wheels Only said:

 

There are already 118 staterooms on Joy with Haven access.

 

The OP was never promised Haven access. The OP simply wants what was listed on the day that the cruise was booked.

The OP was NEVER promised Haven access. 

 

Since the refit (2019-2020), suites on the Joy are are offered breakfast and lunch in La Cucina (not the Haven Restaurant), no dinner, a concierge (different that the full concierge staff in the Haven), no butler. For the past couple of months, since restart, Joy Suites have included Butler service (to be more consistent with suites on small ships). Now the OP has made a accusation, with no basis, that the benefits have changed. It maybe just the new website which provides less information about the rooms. Haven also does not list these perks, just a description of the room now... just like the suites....

[susique]

22 minutes ago, BirdTravels said:

The OP was NEVER promised Haven access. 

 

Since the refit (2019-2020), suites on the Joy are are offered breakfast and lunch in La Cucina (not the Haven Restaurant), no dinner, a concierge (different that the full concierge staff in the Haven), no butler. For the past couple of months, since restart, Joy Suites have included Butler service (to be more consistent with suites on small ships). Now the OP has made a accusation, with no basis, that the benefits have changed. It maybe just the new website which provides less information about the rooms. Haven also does not list these perks, just a description of the room now... just like the suites....

They did on the new website.  Just about everything but Haven access.  Now they say (verified by pre-cruise concierge) that no breakfast/lunch, treats, priority embarkation/debarkation.  They do say you get plush bathrobes.  The description changed stating right after Thanksgiving.  1st no butler, then the  breakfast/lunch in LaCucina.  I sent the proof to NCL in a letter and they did not respond.   I am not very good at attaching stuff.  I hope you can read this.  It was taken on November 9th 2021