NCL CAS COMPS

[cruiserbear55]

 

    Our last two cruises in April and October of 22 were in comped Club Balcony Suites ( mini-suites). We generally dropped the same amount and spent the same time in the casino as we always have. Our new top offers from CAS have downgraded from a mini-suite to an ocean view. It would cost us almost the going rate to upgrade to a mini-suite with CASs exorbitant upgrade fees. Almost like we should just pay for the cruise and stay out of the casino! Is anyone else receiving these reduced offers?

[Sand and Seas]

Have you tried calling back again to talk with someone different?  Are they looking at combining your play with whoever you are traveling with?  

 

I had a rookie CAS agent offer me an OceanView.   I said I'd have to think more about it, then called back the next day and got a more experienced agent.  No problem getting my favorite Club Balcony. 

 

Recently I called and got another less experienced agent.  She first said I had a 'Balcony' offer from CAS I would have to use before they could look at anything else 'based on play'.  (I had never heard that one before!)   When I said perhaps I would wait for awhile to book, she put me on hold and had a supervisor review my play.  Took about 20 minutes, but then she was back online and able to book me for a 11 day cruise in a Club Balcony.  She said something about combining my play with my DH's (extremely low!) play.    Not sure if this is new, but somehow my DH's very few points played made it OK to give us those 11 days in a Club Balcony🤔

 

 

[CasinoCruzGirl]

Had some random cas rep call me out of the blue and say I have great offers for you. I picked a cruise 5 day Bermuda in feb she said ok an oceanview for you both only $938. I was like you think this is a great offer? No thanks.  A couple weeks later I called back and asked what I could get on the exact cruise - comp forward facing haven penthouse. Total $520 for both. Discrepancies ya think? Lol

[Sand and Seas]

2 hours ago, CasinoCruzGirl said:

Had some random cas rep call me out of the blue and say I have great offers for you. I picked a cruise 5 day Bermuda in feb she said ok an oceanview for you both only $938. I was like you think this is a great offer? No thanks.  A couple weeks later I called back and asked what I could get on the exact cruise - comp forward facing haven penthouse. Total $520 for both. Discrepancies ya think? Lol

Wow!  I haven't had them call me with an "offer" like that.    I have called and had the OV offer, then called back to be offered a M6 for the same exact cruise.   The majority of the agents I have talked with are offering me the type of cabin I expect them to offer.   Never hurts to tell them 'no thank you' and call back again!

 

I would like to know what her cost break-down was for that $938🤔

Strange the price discrepancy.   On a 5 day cruise a comped cruise should be the same cost no matter what cabin you are offered.  (Admin fee, port fees & fee on chosen amenities).       

[LaCal]

The comp offers have got tightened up lately 

 

We’ve gotten a comped balcony for the past 7 years and now they are saying only a comp interior even though we gambled the same if not more than normal 

 

Instead we booked 2 comped balconies with Celebrity for 2023 

 

So either CAS new employees not knowing what they are doing or comp cut backs now cost NCL the thousands we spend every cruise…..And it’s not just us jumping ship to other cruise lines 

 

Many in the NCL casino group on the other website have as well 

[BirdTravels]

On 1/20/2023 at 11:22 AM, Sand and Seas said:

 I have called and had the OV offer, then called back to be offered a M6 for the same exact cruise.  

How is your luck with finding a "real" casino agent to comp based on past play. Lately, I have been unsuccessful in getting anyone to book based on play. 

 

I  have never collected a land-based certificate. But, when I call CAS, they says "you have a Caesars certificate" or "someone's certificate" on your account (that someone else is paying for), so we have to use that certificate first rather than having CAS make an offer that comes out of NCL's account. 

 

That's the latest game and rationale. If they can get Caesars to pay for the comp, there is no [internal] money out of their account to pay for the cruise, they still collect their admin fee, and rack up a sale for the casino. 

 

On our last cruise in December, I complained to the Casino Manager he had Executive Casino Host email her boss (Christina Bica) and the comp on my upcoming cruise was switched from an ocean view to club balcony.  

 

I told the Casino Manager that I am tired of being insulted by NCL CAS land reservations. Royal, for a level of play between NCL Jade and Pearl, is offering a minimum of balconies and sometimes junior suites with no admin fees. 

 

It's not the cost of upgrading from a OV to a Balcony or Mini,,,, it is the principal of the thing. And someone in the land-based reservation office has probably got an award for cutting casino costs by screwing their upper tier customers. 

[Sand and Seas]

7 hours ago, BirdTravels said:

How is your luck with finding a "real" casino agent to comp based on past play. Lately, I have been unsuccessful in getting anyone to book based on play. 

 

I  have never collected a land-based certificate. But, when I call CAS, they says "you have a Caesars certificate" or "someone's certificate" on your account (that someone else is paying for), so we have to use that certificate first rather than having CAS make an offer that comes out of NCL's account. 

 

That's the latest game and rationale. If they can get Caesars to pay for the comp, there is no [internal] money out of their account to pay for the cruise, they still collect their admin fee, and rack up a sale for the casino. 

 

On our last cruise in December, I complained to the Casino Manager he had Executive Casino Host email her boss (Christina Bica) and the comp on my upcoming cruise was switched from an ocean view to club balcony.  

 

I told the Casino Manager that I am tired of being insulted by NCL CAS land reservations. Royal, for a level of play between NCL Jade and Pearl, is offering a minimum of balconies and sometimes junior suites with no admin fees. 

 

It's not the cost of upgrading from a OV to a Balcony or Mini,,,, it is the principal of the thing. And someone in the land-based reservation office has probably got an award for cutting casino costs by screwing their upper tier customers. 

I have pretty much given up on calling or leaving a message for a specific agent.  One of my favorites retired and another good one is gone now.  I call the general CAS line and give it a try with whoever answers.   I always call with a cabin type I should qualify for in mind.  (Usually a M6)   If the agent is only offer a BA or MA for me and doesn't offer to go to a supervisor to check, I just say I'm not ready to book yet and call back at another time.

 

Two recent experiences.  On one, I called and got an experienced agent that I hadn't booked with before.  She looked at what I was requesting and knew I could qualify for it but told me she would have to get approval as it was above what she was able to comp herself.  Put me on hold for a few minutes and then came back and all was good.   No problem, just had to wait a few minutes for the approval and I was in the cabin I wanted.  

 

My most recent experience, I called and got a rookie agent who told me 'you have a certificate for a Club Balcony we have to use before we look at your play....'    That one was new to me!  I always have a CET 7Star seven day balcony available as an annual benefit, but I'm usually booking over 7 day cruises.  I have been 'bypassing' that CET seven day BA for year.    I think this new 'certificate for a Club Balcony' is from CAS although I haven't received any notification from them.

 

Of course, she was saying I could pay for an upgrade to the cabin I knew I should qualify for.  This Club Balcony certificate had apparently been added to my account from CAS and was good for a year.   Sounds like they gave you that same line.   I told the agent that I had never heard of something like this before so I would wait and call back another day.  The agent then asked me to wait while  checking further with a supervisor.  On hold for about 15 minutes.

 

After talking with a supervisor,  agent came back and said we could bypass the certificate if I wanted to have DH's play combined with mine.   DH is not a player.  Seriously, probably had less than 50 points on his card after our 11 day cruise.   However, combining his play with mine they could bypass that strange new 'certificate' on my account and offer us a M6 for a 10 day cruise.   Strange workaround to their new rules🤔

 

I totally agree, it does feel insulting to have to call and work our way through the rookie agents to get to the cabin comp we have earned.    So great to hear that a good on board host got in touch with my favorite Exec Host from years back (C Bica!) and was able to correct your cruise's comp level.    It should be easier than that for their top tier players.  Pre-covid, it was much easier to get a call back from a favorite agent.  Now they all have to answer that main line.  With their recent cutbacks, at least one of the good agents I knew is gone.  

 

DH and I have really loved NCL so we stick with them.  I know we could look at other lines and get comps, but so far it seems to work if I just plan to spend a lot of time on hold with CAS.    I agree with you, it is the principal of the thing.  I refuse to pay an upgrade if I have earned the type of cabin I want.    If CAS (on land) was trying to take care of it's better players they should let us bypass that main phone line and get to an experienced agent.

[Sand and Seas]

@BirdTravels, I've made slight adjustments in the actual details in posts #2 & 7 above.  I'm a little paranoid about CAS figuring out exactly who I am or what agents said to me.   I know the agents are usually doing their best with what they are instructed to do. Hopefully I got across the gist of what I went through with my bookings.   

 

I have found it interesting that if I qualify for a Spa Balcony they seem to have trouble giving me a B1 Aft facing.   I haven't pushed that one, but I think I could if I waited longer on hold.   I just know that if the first thing an agent says is "I can offer you a Club Balcony..." I should be able to upgrade to a Spa or CB with large balcony.

 

I might have to call back another day, but I am willing to put in the time on hold😊

[BirdTravels]

8 hours ago, Sand and Seas said:

I might have to call back another day, but I am willing to put in the time on hold😊

Thanks! Totally understand. I actually tried to use my CET 7S cert to get out of the OV, but they kept saying it was not valid on anything I wanted.... so that goes into the unused pile. For CAS, I really hate being told that I am only worth a OV because I have some random cert on file from some promotion I never attended. 

Edited January 27, 2023 by BirdTravels

[Sand and Seas]

1 hour ago, BirdTravels said:

Thanks! Totally understand. I actually tried to use my CET 7S cert to get out of the OV, but they kept saying it was not valid on anything I wanted.... so that goes into the unused pile. For CAS, I really hate being told that I am only worth a OV because I have some random cert on file from some promotion I never attended. 

 

Have you ever sent an email to them?    I've had decent success with their answers to something I needed answered or confirmed.  (Not all answers were helpful, but most were.)

       casinoinquiries@ncl.com 

[pcakes122]

On 1/26/2023 at 8:09 PM, BirdTravels said:

Thanks! Totally understand. I actually tried to use my CET 7S cert to get out of the OV, but they kept saying it was not valid on anything I wanted.... so that goes into the unused pile. For CAS, I really hate being told that I am only worth a OV because I have some random cert on file from some promotion I never attended. 

The "certificate" is the new CAS system. It's not from a land casino or another company. It's the result of a huge restructure at CAS (which is under new leadership.)  They have tried to develop a less manual process that can be accomplished with less-skilled (i.e., lower- paid) team members.  The CAS certificates are "pre-approved offers" that do not require the representative to do any calculating or decision making. That's why they must use any pre-approved offer/certificate (that an algorithm has calculated automatically and assigned to your account) if you have one on your account before your play could be considered. If you don't have a pre-approved offer (or "certificate", then they have to consult a supervisor to do the manual review.)  The goal is that very few comps will require manual intervention and review. The whole system is an attempt to automate and get rid of people. They let go several seasoned CAS reps in December.

 

( I may have gotten this information from one of those former reps 😉.)

 

On another note, has anyone used a CasinoNext certificate yet? That sounds like a pretty good deal however I wonder how it is affecting folio comps at the end of the cruise?

Edited January 29, 2023 by pcakes122

[Sand and Seas]

@pcakes122 Thanks for sharing this explanation.  That makes more sense with what the 'rookie' agent I spoke with two weeks ago was attempting to explain to me.  First thing said was "I see you already have three cruises booked", then I was put on hold while some sort of permission was given from a supervisor to book a 4th cruise.  

 

Next up was "You have a Club Balcony certificate that must be used before we can look at your play".   I was asking for an over 7 day cruise and so I knew this wasn't from CET.  (The 7Star annual certificate is only for a 7day Balcony.)    When I questioned that and explained I usually get a B1, B9 or M6 I was back on hold for awhile.  Eventually agent got through to supervisor(again) and I got the cabin type I requested.... and had definitely earned😉  

 

I haven't heard anything official yet about CasinoNext.  I did spend a good amount of time talking with the Exec Host on our recent cruise and she didn't mention it.  Maybe it will only start in the new Tier year?  I've only seen rumors about it on another forum.  Someone there said you would get a $250 CasinoNext onboard if you earned 5000 points on a cruise.  I tripled that amount of points on my cruise that ended in early January.   Getting three of those certificates per cruise wouldn't be usable for me if they limit you to using two per cruise like regular CruiseNext.   Perhaps it will be used instead of folio comps as an enticement to gamblers that don't cruise as often as we do?   Just speculation....

[pcakes122]

2 hours ago, Sand and Seas said:

@pcakes122 I've only seen rumors about it on another forum.  Someone there said you would get a $250 CasinoNext onboard if you earned 5000 points on a cruise.  I tripled that amount of points on my cruise that ended in early January.   Getting three of those certificates per cruise wouldn't be usable for me if they limit you to using two per cruise like regular CruiseNext.   Perhaps it will be used instead of folio comps as an enticement to gamblers that don't cruise as often as we do?   Just speculation....

I did hear that you could get a $500 CasinoNext for 10K points.  I'm cruising in a couple of weeks so I will find out all the info& report back! 😊

[Sand and Seas]

56 minutes ago, pcakes122 said:

I did hear that you could get a $500 CasinoNext for 10K points.  I'm cruising in a couple of weeks so I will find out all the info& report back! 😊

Wouldn't it be nice if we can earn & apply enough CasinoNext to cover our Admin Fees, Port charge and DSC?    Can't wait to hear what they tell you.   Have a great cruise!

[dbrown84]

CaninoNext????  I haven't heard of this one, please tell me more.  I didn't receive any hits on google

[pcakes122]

5 hours ago, dbrown84 said:

CaninoNext????  I haven't heard of this one, please tell me more.  I didn't receive any hits on google

New CAS perk for 2023 (or so we are hearing!)  What I have heard is that if you earn 5K points on a single cruise you will earn a $250 CasinoNext certificate at the end of the cruise to be used on a future cruise. If you earn 10K points, you will earn a $500 certificate.  I was asking here because I really don't know more about it but I will find out in 2 weeks when I cruise.  I'm curious if this certificate will replace the normal folio comps that are usually earned at the ends of the cruise. 🤷‍♀️

[BirdTravels]

On 1/29/2023 at 1:50 AM, pcakes122 said:

The "certificate" is the new CAS system. It's not from a land casino or another company. It's the result of a huge restructure at CAS (which is under new leadership.)  They have tried to develop a less manual process that can be accomplished with less-skilled (i.e., lower- paid) team members.  The CAS certificates are "pre-approved offers" that do not require the representative to do any calculating or decision making. That's why they must use any pre-approved offer/certificate (that an algorithm has calculated automatically and assigned to your account) if you have one on your account before your play could be considered. If you don't have a pre-approved offer (or "certificate", then they have to consult a supervisor to do the manual review.)  The goal is that very few comps will require manual intervention and review. The whole system is an attempt to automate and get rid of people. They let go several seasoned CAS reps in December.

@pcakes122Thank you. Makes more sense. 

 

So,,, I have been told that I have land-based certificates and "in-house" certificates",,, heck, they even tried to book me on a travel agent certificate that I had never heard of,,, nothing better than an OV.  Based on play, I have never been offered anything less than a mini,,, sometimes a suite. 

[Sand and Seas]

On 1/29/2023 at 7:49 PM, pcakes122 said:

New CAS perk for 2023 (or so we are hearing!)  What I have heard is that if you earn 5K points on a single cruise you will earn a $250 CasinoNext certificate at the end of the cruise to be used on a future cruise. If you earn 10K points, you will earn a $500 certificate.  I was asking here because I really don't know more about it but I will find out in 2 weeks when I cruise.  I'm curious if this certificate will replace the normal folio comps that are usually earned at the ends of the cruise. 🤷‍♀️

I am anxiously awaiting your cruise too!    Can't wait to hear what they offer an Elite cruiser🤔

(I've always wondering if my $400 Ruby OBC is taken into account when they figure out our on board comps or when CAS offers us a comped cruise?)

 

On the NCL forum, another cruiser is reporting they were offered a choice of $500 in CasinoNext or $400 OBC.  Also, the OP was able to get $500 in CasinoNext plus a little more in OBC.

 

 

Edited February 6, 2023 by Sand and Seas

[pcakes122]

3 hours ago, Sand and Seas said:

I am anxiously awaiting your cruise too!    Can't wait to hear what they offer an Elite cruiser🤔

(I've always wondering if my $400 Ruby OBC is taken into account when they figure out our on board comps or when CAS offers us a comped cruise?)

 

On the NCL forum, another cruiser is reporting they were offered a choice of $500 in CasinoNext or $400 OBC.  Also, the OP was able to get $500 in CasinoNext plus a little more in OBC.

 

 

I'll definitely report back! I can say already since the CAS changes, I am no longer being offered Haven comps. I'd been getting regular Haven comps for at least 2 years before the pandemic (cruising 4-6 times a year) and during the pandemic I had received/booked several more. My December Getaway B2B cruises were my last Haven comps (ever, probably.) 😭 My play has not changed but my "certificate offers" are all for mini-suites. My usual folio comps are anywhere from $600-$1,200 so I'm very curious to see what I'm offered. 

 

My play IS going to change if the program continues in this direction. My 2023 cruises are mostly Oceania (2), Celebrity (1) FULL Retreat comp and (1) MSC Yacht Club (had to pay to upgrade that one.) NCL will be seeing alot less of me.

[sassyshar]

My experience with using CASnext this morning.    Just off the Bliss on Saturday, and earned 2 certificates ($250 each)   I called and spoke to Keith at CAS reservations who was absolutely clueless.  My history is that I am sapphire in casino currently and since April 1, 2022 have 22,000 tier points.  That being said my offer from CAS was 20% of a balcony room on the Escape in August.   Thats its!  My cost would have been $2600 +      There is no way.     I'll wait and call back     I am a solo, but the bliss balcony I had last week cost 350 out of pocket.   Have no idea what to think, is it a punishment to have CASnext.     

[Sand and Seas]

1 hour ago, sassyshar said:

My experience with using CASnext this morning.    Just off the Bliss on Saturday, and earned 2 certificates ($250 each)   I called and spoke to Keith at CAS reservations who was absolutely clueless.  My history is that I am sapphire in casino currently and since April 1, 2022 have 22,000 tier points.  That being said my offer from CAS was 20% of a balcony room on the Escape in August.   Thats its!  My cost would have been $2600 +      There is no way.     I'll wait and call back     I am a solo, but the bliss balcony I had last week cost 350 out of pocket.   Have no idea what to think, is it a punishment to have CASnext.     

To earn two of the CAS Next certificates you probably had 10,000 (or more) points on that cruise? 

 

With that much play it sounds like you should have a comped cabin.  Maybe their new 'system' hasn't updated your account yet since your cruise.  You definitely need to call back and hopefully get a more experienced CAS agent.  

[sassyshar]

Sand and Seas, yes earned 12500 on last cruise alone.  The casino staff was very nice and attentive, probably because they knew I had a marker for $8000.   All I received from the casino for week was one plate of chocolate strawberries, thought that was a little stingy.   At the end did get the certificates and $45 off my bill.   That was all the charges I had.    Since calling them (NCL) this morning called RCL and got a ocean view balcony with 100 in free play for a total price of $146.   Guess I'll be cruising RCL til NCL gets their act together.    I prefer NCL but not $2500 worth.    

[Soaperstar]

On 1/26/2023 at 10:02 AM, Sand and Seas said:

I have pretty much given up on calling or leaving a message for a specific agent.  One of my favorites retired and another good one is gone now.  I call the general CAS line and give it a try with whoever answers.   I always call with a cabin type I should qualify for in mind.  (Usually a M6)   If the agent is only offer a BA or MA for me and doesn't offer to go to a supervisor to check, I just say I'm not ready to book yet and call back at another time.

 

Two recent experiences.  On one, I called and got an experienced agent that I hadn't booked with before.  She looked at what I was requesting and knew I could qualify for it but told me she would have to get approval as it was above what she was able to comp herself.  Put me on hold for a few minutes and then came back and all was good.   No problem, just had to wait a few minutes for the approval and I was in the cabin I wanted.  

 

My most recent experience, I called and got a rookie agent who told me 'you have a certificate for a Club Balcony we have to use before we look at your play....'    That one was new to me!  I always have a CET 7Star seven day balcony available as an annual benefit, but I'm usually booking over 7 day cruises.  I have been 'bypassing' that CET seven day BA for year.    I think this new 'certificate for a Club Balcony' is from CAS although I haven't received any notification from them.

 

Of course, she was saying I could pay for an upgrade to the cabin I knew I should qualify for.  This Club Balcony certificate had apparently been added to my account from CAS and was good for a year.   Sounds like they gave you that same line.   I told the agent that I had never heard of something like this before so I would wait and call back another day.  The agent then asked me to wait while  checking further with a supervisor.  On hold for about 15 minutes.

 

After talking with a supervisor,  agent came back and said we could bypass the certificate if I wanted to have DH's play combined with mine.   DH is not a player.  Seriously, probably had less than 50 points on his card after our 11 day cruise.   However, combining his play with mine they could bypass that strange new 'certificate' on my account and offer us a M6 for a 10 day cruise.   Strange workaround to their new rules🤔

 

I totally agree, it does feel insulting to have to call and work our way through the rookie agents to get to the cabin comp we have earned.    So great to hear that a good on board host got in touch with my favorite Exec Host from years back (C Bica!) and was able to correct your cruise's comp level.    It should be easier than that for their top tier players.  Pre-covid, it was much easier to get a call back from a favorite agent.  Now they all have to answer that main line.  With their recent cutbacks, at least one of the good agents I knew is gone.  

 

DH and I have really loved NCL so we stick with them.  I know we could look at other lines and get comps, but so far it seems to work if I just plan to spend a lot of time on hold with CAS.    I agree with you, it is the principal of the thing.  I refuse to pay an upgrade if I have earned the type of cabin I want.    If CAS (on land) was trying to take care of it's better players they should let us bypass that main phone line and get to an experienced agent.

I play at Pearl level.  CAS is definitely playing games.  

I had one agent tell me I had a 7 day inside but I was not prepared to book. When I called back I was told “oh no, that is for one specific tournament cruise”. That agent was able to convert that to a certificate which we booked then upgraded to Haven using a 4800 FCC we had.  When a significant price drop occurred, called CAS back and the agent said “we can’t offer you anything, you are getting a Haven room for $95 per person.”  The invoice showing does not reflect our FCC  from a cancelled cruise so basically we paid more by booking thru CAS. 
Looking at Royal and MSC now. Pity as we are 2 cruises away from Diamond. 

 

[Beach Life 1]

On 1/29/2023 at 2:45 PM, pcakes122 said:

I did hear that you could get a $500 CasinoNext for 10K points.  I'm cruising in a couple of weeks so I will find out all the info& report back! 😊

Hi pcakes.   Are you back from your cruise?   Did you find out any new info?   Thanks

[pcakes122]

5 hours ago, jezabel80 said:

Hi pcakes.   Are you back from your cruise?   Did you find out any new info?   Thanks

I'm still cruising, but I did confirm that the CASNext certificates are $250 off a future cruise if you earn 5K points during the cruise, and $500 off for 10K points.

 

The cruise isn't over, but I stopped playing after losing $5K due to all the CAS changes. Sorry, NCL, I am going to add what else I would have played to my gambling $$$ for my June Celebrity cruise (Blue Chip has been good to me although I've heard others have been having issues with them, too!) Btw, the folio comp on my $5K loss is going to be $200 per the host. I hope these new policies work out for NCL lol