question in re princess players club casino offer

[eclue]

This is definitely NOT fraud - I think the OP jumped to an erroneous conclusion. Sometimes the casino does not pay Princess the amount due on time. In that case, the computer automatically cancels the cruise. All you have to do is call the casino dept and your cruise is reinstated  - we have done 6 casino cruises this year alone. One of them, we received a cancel notice and I called Princess casino, they apologized and explained the computer system and the trip was reinstated. It is in no way fraud...with all the computer glitches , it just happens and we need to be accepting of that. I really appreciate all my comp casino cruises and would never fault them for a simple error.

 

[MILD36]

I just read all the comments and I thank you.  I have been attempting to book and correct a booking I made for Dec.2  It is impossible to get anything done by anyone.  I hope to speak with my travel planner today to see if she can help.

If not, I will no longer cruise on Princess.  If this is the way they now handle business and I am ELITE. 

[Jadn13]

39 minutes ago, azbirdmom said:

 

Well that's interesting!  We did have a guaranteed cabin for our cruise next month but I already knew going in that that's all they were selling in the mini suite category that we wanted to upgrade to when we booked.  By the way have they paid the balance on your December cruise yet?  We are on the same cruise and I was going to call this week to ask if they have paid our's yet.  We have that one and one next June booked as "comp".  And we may ignore any future comp offers and just pay for the cruise using the casino discount.  It's a great deal on paper but it's not worth the hassle.

I just double checked and the Dec 9 cruise has not been paid in full yet.  If you get through to anyone in the casino dept please let me know if that spurs them to make the final payment. 

[Sprocket]

9 minutes ago, eclue said:

This is definitely NOT fraud - I think the OP jumped to an erroneous conclusion. Sometimes the casino does not pay Princess the amount due on time. In that case, the computer automatically cancels the cruise. All you have to do is call the casino dept and your cruise is reinstated  - we have done 6 casino cruises this year alone. One of them, we received a cancel notice and I called Princess casino, they apologized and explained the computer system and the trip was reinstated. It is in no way fraud...with all the computer glitches , it just happens and we need to be accepting of that. I really appreciate all my comp casino cruises and would never fault them for a simple error.

 

 

I appreciate all of mine too.  But what I don't appreciate is them not fixing a problem that was generated on their end.  I don't understand why it took someone 5 weeks to listen to the recorded conversation agree the mistake was on their end and then not amend the booking to reflect the correct amount of FP.  $1500 is a considerable amount to be shorted.

"Sometimes the casino does not pay Princess the amount due on time. In that case, the computer automatically cancels the cruise"   Their cruise is not until next year so they were a long way away from final payment.  A possible explanation is they got someone new and when they were in the booking they somehow cancelled it.  Whatever happened they should have been rebooked immediately.

 

[Sprocket]

3 minutes ago, Jadn13 said:

I just double checked and the Dec 9 cruise has not been paid in full yet.  If you get through to anyone in the casino dept please let me know if that spurs them to make the final payment. 

 

Our next cruise is December 7th and according to an email I received on November 16th ours is paid.  And I did confirm it.

Booking is paid in full

[Sprocket]

1 hour ago, azbirdmom said:

 

Just curious, are his initials NJ?  If so he was very responsive but is now ghosting me.  My issue is for a cruise next June.  When I called him to upgrade the cabin about a month after we originally booked it, he figured out that the pricing he put on the invoice initially was incorrect.  He upgraded the cabin but had to pass it on to a supervisor to fix it before I could pay the upgrade fee.  He promised a call back the next day but did not call.  I've tried to call him back and when I've been lucky enough to have someone in the Arizona office pick up they've emailed him to tell him to call me.  I hear nothing and it's going on three weeks since that all happened.  I know that there's a lot of time to fix it but with a disjoint on the pricing there is a high probability of the reservation cancelling at some point.  And there are some sold out excursions that we have booked that we may not get back if it has to be rebooked.  Very frustrating!

 

His initials are DJ and since the person I booked it with is no longer at Princess its nice to have someone who knows what my issue is and really seems to be trying to correct it.

At this point I am seriously thinking about cancelling it and rebooking it my offer expires November 30th and I have zero patience left for dealing with this.

 

Edited to add I think he was responsible for getting the early final payment done the email came shortly after I spoke with him about it.

Edited November 21, 2022 by Sprocket

[WAvoyager]

We’ve had one cruise cancelled due to non-payment, one cruise cancelled for some unknown reason (system glitch per Princess), and one cruise with the offer benefits messed up.

 

in all of those cases, Princess agents or managers were able to correct the issues.  In some cases, it was a PITA to get things fixed.  But in none of the cases was it ever a conspiracy theory worthy issue.

 

my lessons learned:

1) ALWAYS keep a copy of the promo you’re booking.  The promo code at least, and ideally a copy of the actual promo email or mail, with all of the info (not just the front cover

 

2) Princess’ systems suck.  It impacts us cruisers, and it impacts Princess employees.  No one is out to get you - sometimes they just don’t have the info available to help you

 

3) keep track of your cruise after you pay your deposit, a couple of months before your cruise, and immediately following your final payment date.  If anything goes wrong, that’s when you can act, and get things fixed.

 

we’ve been cruising on “free” casino cruises for the last 5 years, and besides system/process problems, always had great experiences.

[Sprocket]

7 hours ago, spunks said:

Not better as far as we can tell. This all happened this past week.

Just a reminder that calls are recorded so if you can get someone to actually listen to the calls you made it may help towards a solution.  I can't imagine how frustrating it must be for the people handling the many calls right now for legitimate issues that are ignored.

[Mike45LC]

11 hours ago, Jadn13 said:

Many, Many Issues.

recently we had an issue and were told by a manager we aren’t allowed  to select our cabin anymore.  We have always done this in the past on dozens of casino cruises. It was actually the manager who removed the selected cabin for a 2024 cruise and told us we could only get a guarantee. 
The customer service is non existent and even though we always are targeted for the promotions when we call to book are treated like we are trying to scam them even with a postcard in hand. 
 

Frustrating. 

I had not heard that only guarantees is a policy, but it fits my experiences.  My last two casino bookings, I could not select a cabin.

 

I found all of my recent casino representatives to be warm and helpful, except for one.  Two Filipina ladies, one Black guy were all nice.  One American lady, NOT.

 

[WAvoyager]

Wwe booked a comped cruise last month (via casino reservations line), and there was no problem in getting a specific room assignment.  Hope this isn’t a new policy, because I’m pretty picky about cabin selection.

 

Too bad we have no in-scheduled vacation time for 2023, or I’d book another cruise to find out!

[Sprocket]

On 11/21/2022 at 4:04 PM, Mike45LC said:

I had not heard that only guarantees is a policy, but it fits my experiences.  My last two casino bookings, I could not select a cabin.

 

I found all of my recent casino representatives to be warm and helpful, except for one.  Two Filipina ladies, one Black guy were all nice.  One American lady, NOT.

 

 

I just added a cruise this morning leaving in a few weeks when I called there were only guarantee mini suites left, but when I checked a couple hours later 2 had opened up on Dolphin deck.  Called the casino department left a message and he snagged it and sent me a new confirmation before calling me to let me know it was done.

[Sprocket]

31 minutes ago, Sprocket said:

 

I just added a cruise this morning leaving in a few weeks when I called there were only guarantee mini suites left, but when I checked a couple hours later 2 had opened up on Dolphin deck.  Called the casino department left a message and he snagged it and sent me a new confirmation before calling me to let me know it was done.

 

So glad I saw it when I did the other cabin is already gone.

[Mike45LC]

1 hour ago, Sprocket said:

 

So glad I saw it when I did the other cabin is already gone.

Good job!