Currently on the Edge in the Retreat and being told we do not have a drinks package?

[FrankJ02]

My wife and I are currently on the Edge in a Sky Suite and have been told that we do not have a drinks package included due to having some sort of discount. At no time were we informed that we needed to purchase a drinks package. All the advertising led us to believe we were covered with the "Always included" for drinks and wifi. Does this sound correct? 

 

Has anyone else run in to this situation?

[markeb]

Some discounted fares do not include AI. Drink package, Wi-Fi, and gratuities would not be included. Did you buy through Celebrity or a travel agency?

[FrankJ02]

My wife purchased directly from the Celebrity website. 

[hiccups]

If you booked a Suite guarantee, that typically doesn’t include AI.

 

There was also a period of time where if you entered your CC number, it gave a discount, but also got rid of the AI package.  If you didn’t book under a guarantee rate, that might be what happened.

[jelayne]

Did you book a guarantee cabin rate or a sail only rate, those don’t include drinks, wi-fi, gratuties or OBC.  Possibly a discount discount thru  Blue Chip that didn’t include the AI.

 

You should have complimentary drinks in the Retreat Lounge and if you gamble drinks while playing in the casino are complimentary 

Edited February 21, 2022 by jelayne
Typo

[FrankJ02]

It was not a suite guarantee booking, we were able to pick our suite when we booked. I don't see anything about "Sail only rate" in any of the e-mails from Celebrity.

 

 

[westy]

there are CRUISE ONLY fares under Retreat for some of the cruises typically not that far out. I have been looking and usually the cheapest Sky under Retreat may be Cruise only and usually just guaranteed Sky, no room choice. I have seen these looking around a potential cruises, seen it even on Beyond. it was always clear that is was cruise only. When you went to upgrades the only choice other than cruise care was include tips. There was no other option. You needed to select a higher price Sky suite to get the normal Retreat with effectively the indulge package included. I have seen a few cases where almost sold out that only choice was cruise only and maybe a much larger much more expensive suite.

 

I assume after booking the cruise and making final payment you could pay to upgrade internet and streaming, etc. You could also upgrade I guess to indulge but be careful because it may very well reprice your cruise.

[Jeremiah1212]

The rate code on your invoice will hold the answer. It’s the second line below Cruise Fare.

[LGW59]

5 minutes ago, FrankJ02 said:

It was not a suite guarantee booking, we were able to pick our suite when we booked. I don't see anything about "Sail only rate" in any of the e-mails from Celebrity.

 

 

If you do have AI, it will be indicated on the original invoice/receipt you received from Celebrity at time of booking.  Take a look at that and if it is there, go to customer service, they should resolve it, IF it is there.  Good luck!

[FrankJ02]

My wife is taking a nap so I can't get to the reservation details at the moment. 

[JamieLogical]

16 minutes ago, hiccups said:

There was also a period of time where if you entered your CC number, it gave a discount, but also got rid of the AI package.  If you didn’t book under a guarantee rate, that might be what happened.

 

I suspect this is the culprit! When they were running that Captain's Club promo, it was not clear ANYWHERE on the web site that by applying the discount, you were losing the Always Included. There was a thread on these forums about it because it was incredibly confusing and misleading.

[mfs2k]

I understand how upset you would be.

I too am booked in a suite guarantee however my invoice specifically has the codes for the drinks, tips and wifi package, yet those items don't show up included on the website under my booking. (Im booked under a casino rate so it's not the same as your situation)

 

I've called 3 times and spoke to reps who assured me those items ARE included in my suite rate but I'm still packing copies of my invoice, expecting to also be told by someone my drinks aren't included.  I'm prepared.

There were several threads on CC discussing the problem you are encountering, because "ALWAYS INCLUDED" only means "ALWAYS INCLUDED" if you pay for it.  Personally I think it's deceptive marketing.  Always = Always.  

I would be mad if I were in your shoes. . 

[mac_tlc]

I also suspect it was the now infamous Captain's Club promo. If they ever run that again, they need to do a much better job of explaining what is/isn't included. 

 

mac_tlc

[FrankJ02]

the receipt shows:

RESERVATION CONFIRMATION
EG 7 NT PUERTO RICO, TORTOLA & ST. MAARTEN
Sail Date: 20-February-2022
Reservation Number: XXXXXXX
Status: BOOKED
 

I don't see AI, sail only, or anything else mentioned. At a minimum this is incredibly deceptive of Celebrity as we have received other e-mails stating that the premium beverage package was included. We are going down to guest services to try and get this straightened out. The ladies in the Retreat seem useless for this issue.

 

[mikewomb]

If you booked under other offers…like military discount…it removed the packages. I found out in time and celebrity corrected it 

[mfs2k]

6 minutes ago, FrankJ02 said:

the receipt shows:

RESERVATION CONFIRMATION
EG 7 NT PUERTO RICO, TORTOLA & ST. MAARTEN
Sail Date: 20-February-2022
Reservation Number: 2601926
Status: BOOKED
 

I don't see AI, sail only, or anything else mentioned. At a minimum this is incredibly deceptive of Celebrity as we have received other e-mails stating that the premium beverage package was included. We are going down to guest services to try and get this straightened out. The ladies in the Retreat seem useless for this issue.

 

look for your invoice they emailed you at the time of booking

[mfs2k]

On 2/21/2022 at 11:21 AM, FrankJ02 said:

the receipt shows:

RESERVATION CONFIRMATION
EG 7 NT PUERTO RICO, TORTOLA & ST. MAARTEN
Sail Date: 20-February-2022
Reservation Number: XXXXXXXX
Status: BOOKED
 

I don't see AI, sail only, or anything else mentioned. At a minimum this is incredibly deceptive of Celebrity as we have received other e-mails stating that the premium beverage package was included. We are going down to guest services to try and get this straightened out. The ladies in the Retreat seem useless for this issue.

 

You should be looking for your Booking Confirmation.  The .pdf they send is called "Guest Copy.pdf"

[Midway7934]

I would speak with the concierge. Tell her/him you are booked in a suite (which obviously gives you entrance to the Retreat) but your card does not show the suite perks. Perhaps it can be straightened out that way. I have never been denied suite perks when I chose my suite no matter what I paid for it at the time. Customer service doesn't have the same authority as the concierge. Are you missing any other suite perks? You get wifi, gratiuities, and an OBC. If you have them, something must have been screwed up.

[JamieLogical]

Just now, Midway7934 said:

I would speak with the concierge. Tell her/him you are booked in a suite (which obviously gives you entrance to the Retreat) but your card does not show the suite perks. Perhaps it can be straightened out that way. I have never been denied suite perks when I chose my suite no matter what I paid for it at the time. Customer service doesn't have the same authority as the concierge. Are you missing any other suite perks? You get wifi, gratiuities, and an OBC. If you have them, something must have been screwed up.

 

If the OP booked under that weird Captain's Club promo, they would not have any of the drinks, wifi, OBC, or gratuities included. They would only have Retreat/Luminae access. The problem is, with the way that promo was handled when booking through the website, it was not clear or obvious that you were exchanging those amenities for the lower fare.

[Lena11033]

 

19 minutes ago, mfs2k said:

You should be looking for your Booking Confirmation.  The .pdf they send is called "Guest Copy.pdf"

 

What happens if you didn't receive a PDF? Not sure if the OP has this because I've been looking at figuring out my drink package and I have a reservation summary and no pdf

[Midway7934]

If there is access to the Retreat concierge I would still put it in his/her hands. These people work magic and aim to make every passenger happy. Start with the card. It can be followed up with the reservation check. Even then the concierge can make you happy. Haven't you ever bargained with a Maitre d? Hate to see someone's vacation spoiled. I really believe it can be straightened out.  FrankJo2, I am a long time Celebrity patron and they have never disappointed...... Even when the mistake was mine. Again, good luck. Remember, respect and courtesy go a long way.

[PTC DAWG]

Just now, Lena11033 said:

 

 

What happens if you didn't receive a PDF? Not sure if the OP has this because I've been looking at figuring out my drink package and I have a reservation summary and no pdf

They send the PDF as an attachment to an email  with all reservations..it is a good thing to check and make sure you have it on every cruise...best of luck.  

 

I have been lucky, and have yet to have a mix up on board..but I always have it (PDF) just in case.  

[Lena11033]

Just now, PTC DAWG said:

They send the PDF as an attachment to an email  with all reservations..it is a good thing to check and make sure you have it on every cruise...best of luck.  

 

I have been lucky, and have yet to have a mix up on board..but I always have it (PDF) just in case.  

Thanks - yeah I never got one unless it went into my spam folder (thanks google) but I'll contact them just in case to avoid any mishaps later on.

[Jim_Iain]

2 minutes ago, Lena11033 said:

 

 

What happens if you didn't receive a PDF? Not sure if the OP has this because I've been looking at figuring out my drink package and I have a reservation summary and no pdf

You can call and request one via phone prompts if you booked directly with Celebrity.  If with an agent you need your agency to request the copy for you.  

 

I usually get both and my agent spells it out specifying all perks you have with your booking as well as both his and Celbrity's OBC. 

 

As a Zenith, I try to find ways to get the cruise only fare without perks but recently finding it very difficult.

 

The Invoice can really be confusing but as you can see - I had both a NRD and a Military Discount.   While I shouldn't have had all the perks I received all the perks.  They do a Debit and Credit

 

This one I got all the Perks -

 

While on this one I didn't get a Drink Package but did get internet and Tips but no drink Package

 

 

 

[RichYak]

20 minutes ago, Lena11033 said:

 

 

What happens if you didn't receive a PDF? Not sure if the OP has this because I've been looking at figuring out my drink package and I have a reservation summary and no pdf

 

18 minutes ago, PTC DAWG said:

They send the PDF as an attachment to an email  with all reservations..it is a good thing to check and make sure you have it on every cruise...best of luck.  

 

I have been lucky, and have yet to have a mix up on board..but I always have it (PDF) just in case.  

I don't have a PDF attachment with my Celebrity direct booking either.