Princess pulled bait and switch on Ultimate VIP

[Kabuki12]

I booked an Ultimate Hearts VIP with Princess months ago.  It was on the website and reflected in the travel summary.  Today I noticed that it's gone not only from the website but the travel summary on the website as well.  It's been pulled.   They also pulled the FP.

 

This is happening to a lot of people, and I'm really ticked off.  I would have never booked this particular cruise if not for the Ultimate VIP and FP.  If I cancel I lose the 200 nonrefundable deposit.    

 

This is happening too often now, and some people are not finding out until they get onboard.  Once onboard the casino can do nothing to rectify this.

 

Be very diligent with checking your casino perks.   

[memoak]

10 hours ago, Kabuki12 said:

I booked an Ultimate Hearts VIP with Princess months ago.  It was on the website and reflected in the travel summary.  Today I noticed that it's gone not only from the website but the travel summary on the website as well.  It's been pulled.   They also pulled the FP.

 

This is happening to a lot of people, and I'm really ticked off.  I would have never booked this particular cruise if not for the Ultimate VIP and FP.  If I cancel I lose the 200 nonrefundable deposit.    

 

This is happening too often now, and some people are not finding out until they get onboard.  Once onboard the casino can do nothing to rectify this.

 

Be very diligent with checking your casino perks.   

Agree and check your travel summary often and board with a screen shot showing your fp

[Kabuki12]

I just want to clarify that the casino hosts can give you back your FP if you have your travel summary to back up your claim, but they cannot include you back on a VIP or Event Cruise if the system deleted you.   Even if you have your travel summary reflecting a VIP cruise, they have a list and if you aren't on it, you are SOL. 

 

 The system is dropping many people that have accepted and booked VIP and Event offers and changing them to Core offers.   

Edited December 2, 2023 by Kabuki12

[CalLuvsCrusingToo]

I don't see how they can get away with that!!! 😳

You booked a trip with the listed perks... you have hardcopy Proof.

What, Princess thinks youre going to take it or leave it?

I don't think so!

That is definately WRONG.  I'm just shaking my head at whats been happening

with the casino Dept. lately. 

Or LACK of Casino Dept.

I'm still waiting for a reply to MY inquiry to oceanplayersclub.

I hope you Notify them.  Don't let them get away with that.

and IF you decide to cancel on them?

Make sure you get your $200pp deposits back!

This CAN be done, but you might need to go up the chain.

THEY broke the contract, NOT you. ☹️

 

 

[Kabuki12]

1 minute ago, CalLuvsCrusingToo said:

I don't see how they can get away with that!!! 😳

You booked a trip with the listed perks... you have hardcopy Proof.

What, Princess thinks youre going to take it or leave it?

I don't think so!

That is definately WRONG.  I'm just shaking my head at whats been happening

with the casino Dept. lately. 

Or LACK of Casino Dept.

I'm still waiting for a reply to MY inquiry to oceanplayersclub.

I hope you Notify them.  Don't let them get away with that.

and IF you decide to cancel on them?

Make sure you get your $200pp deposits back!

This CAN be done, but you might need to go up the chain.

THEY broke the contract, NOT you. ☹️

 

 

A recommended PVP said that she would help me on Monday.  Per the FB site 2 other posters on this same cruise have had the Ultimate Hearts pulled and changed to a core offer.   I hope that I can get the 200 dollars back if they refuse to honor the deal.  I not only have the original summary, I also have the email invite.   I'll give an update as soon as I find out.

[CalLuvsCrusingToo]

Like we talked about on other Princess casino thread,

Oceanplayersclub.com

Can click on that to send Complaint/ inquiry.

 

I've found out ON the ships that if you submitted inquiry to oceanplayers?

Take a picture of your Ticket #, as Proof.

Then the Host onboard can contact them.....

Without the proof of ticket#?  Seemed they couldn't help.

 

Geez you really have to document Everything with them.

You are actually emailing:

support@globalcasinoservices.zendesk.com

 

I also sent same email to: Casino@carnival.com

 

Meant to add, I have a very good longtime CVP.

Hes gone up the ladder for me before... but at least

with my casino problem?  He couldn't really help.

 

I HOPE you can get some resolve soon!  Good Luck

 

 

 

 

Edited December 3, 2023 by CalLuvsCrusingToo

[Kabuki12]

I have also been blocked from getting the VIP benefits on this cruise and the 3 other cruises that were offered. It's just the free room on a core offer. No Ultimate VIP amenities, no promised fp, nada.

 

   I'm speculating again that they overbooked this cruise and am randomly switching bookings to core offers without notifying us.  Most people trust the system and do not find out until once onboard.  The hosts have to deal with this mess, and they have no power to switch the offers back from what I see from other people's experiences.   They can only have a certain capacity for the special events.

Edited December 3, 2023 by Kabuki12

[Kabuki12]

Update:  I spent well over an hour with the casino call center in the Philippines.  First, they tried to tell me that I already booked the VIP cruise and that is why it was cancelled.  I spent a lot of time and patience educating them on the Hearts and Ultimate Hearts VIP cruises, specifically that these are two different types of offers with different campaign codes and that I have hard copies of each booking.  I was on hold for much of the time as the caller kept running this past a supervisor.

 

They finally tell me that they will work on getting my FP back.  I tell them this is not just about the FP but I want the Ultimate Hearts amenities back also which include prizes from 300 to 1250, free drinks in casino, special drawings, a welcome party and nice gifts in cabin every night.   I get put back on hold.  

I am then informed that my phone call is taking too much time, and they will call me back.  I ask if this call back will take days and I am told that it could.  The offer expires 12/9.  After that it cannot be reinstated.   

 

And oh yes, if I cancel this cruise, I forfeit the 200 dollars nonrefundable deposit.  I have 4 other cruise offers with FP.  They have dropped this particular cruise to just a free cabin.  It's not a great date for me and I only booked it for the Ultimate VIP benefits.  So, I could just give up the cause and cancel the cruise and donate the 200-dollar nonrefundable deposit.  

Edited December 5, 2023 by Kabuki12

[Kabuki12]

Update: I have gotten the FP and Ultimate Hearts amenities back. My summary on the website has been changed back from a free room core offer to Ultimate Hearts VIP and the FP is also restored. From what happened to me, it seems to be a glitch in the system. Moral of the story is to keep on top of your casino bookings. They may not be able to rectify the mistakes once onboard.   

[memoak]

17 hours ago, Kabuki12 said:

Update:  I spent well over an hour with the casino call center in the Philippines.  First, they tried to tell me that I already booked the VIP cruise and that is why it was cancelled.  I spent a lot of time and patience educating them on the Hearts and Ultimate Hearts VIP cruises, specifically that these are two different types of offers with different campaign codes and that I have hard copies of each booking.  I was on hold for much of the time as the caller kept running this past a supervisor.

 

They finally tell me that they will work on getting my FP back.  I tell them this is not just about the FP but I want the Ultimate Hearts amenities back also which include prizes from 300 to 1250, free drinks in casino, special drawings, a welcome party and nice gifts in cabin every night.   I get put back on hold.  

I am then informed that my phone call is taking too much time, and they will call me back.  I ask if this call back will take days and I am told that it could.  The offer expires 12/9.  After that it cannot be reinstated.   

 

And oh yes, if I cancel this cruise, I forfeit the 200 dollars nonrefundable deposit.  I have 4 other cruise offers with FP.  They have dropped this particular cruise to just a free cabin.  It's not a great date for me and I only booked it for the Ultimate VIP benefits.  So, I could just give up the cause and cancel the cruise and donate the 200-dollar nonrefundable deposit.  

I have been successful in having my CVP fixing up things the casino group screws up. She seems to have contacts there 

[Kabuki12]

5 hours ago, memoak said:

I have been successful in having my CVP fixing up things the casino group screws up. She seems to have contacts there 

Would love to know who she is.  I utilized a recommended CVP for this situation and the only thing that she could do was call the casino line herself and transfer me over.  Seemed like a waste of time.

[memoak]

15 minutes ago, Kabuki12 said:

Would love to know who she is.  I utilized a recommended CVP for this situation and the only thing that she could do was call the casino line herself and transfer me over.  Seemed like a waste of time.

I am not allowed to put a name on this forum sorry

[Kabuki12]

I also want to add that I messaged Princess on Instagram and received a response in 12 hours asking for my full name and birth date so that they could look up the cruise.   It seems like Twitter and Instagram may be the way to go to get better and speedier service. 

[BeeeJay]

Thanks so much for documenting the struggles with Princess Casino comp cruises.  Being new to Princess I never would have imagined this situation and have heard others onboard with same stories unable to reinstate previously confirmed benefits.