Club orange perks

[LJanet]

We purchased Club Orange to get complimentary room upgrade. We booked obstructed verandah and purchased club orange.  We changed our room to standard verandah and total cruise fare increased.  We tried to get this resolved with resolution department and it’s been an ongoing battle.  I feel like cancelling the cruise and start a new booking.

 

 

 

[RuthC]

Are you saying the price increased more than the additional cost of Club Orange? 
Very strange.
I have not read of this happening before, and believe there is a mistake somewhere. 
Have your TA get to the bottom of this. It's how they earn their commission. 

[LJanet]

I don’t have TA

 

[Toofarfromthesea]

36 minutes ago, LJanet said:

We purchased Club Orange to get complimentary room upgrade. We booked obstructed verandah and purchased club orange.  We changed our room to standard verandah and total cruise fare increased.  We tried to get this resolved with resolution department and it’s been an ongoing battle.  I feel like cancelling the cruise and start a new booking.

 

How did you change your room to standard verandah?  To take advantage of Club Orange you have to go through the ship inventory dept for the upgrade.  If you simple changed your booking on your own that is not the Club Orange upgrade.  

[LJanet]

Booking agent made the change so we assumed we used our club orange to receive the upgrade.  Please advise how to go through the ship inventory dept for upgrade. We were not aware of CO process to receive an upgrade.

 

[ChinaShrek]

38 minutes ago, LJanet said:

Booking agent made the change so we assumed we used our club orange to receive the upgrade.  Please advise how to go through the ship inventory dept for upgrade. We were not aware of CO process to receive an upgrade.

 

Did you pay the Club Orange fee? It is $25 pp/pd for cruises up to 13 days and $15 pp/pd for cruises 14 days or longer.

[LJanet]

Yes, paid CO upon booking lower class stateroom.  Then request room change to standard verandah but CO complimentary upgrade was not applied

 

[YourWorldWithBill]

Do you have a personal cruise consultant? If not, call the PCC number 800-355-3017 and speak to whoever you get on the line. There are other numbers you can try, but see what happens with that.

 

If that doesn't work, try 877-724-5425. In fact, maybe try that first! It's "resolution specialist."

Edited April 20 by YourWorldWithBill
added another phone number

[cbr663]

Was it a HAL Booking Agent?  Reads like whomever made the change didn't apply the CO upgrade properly.

 

Once CO is paid, you tell the PCC (HAL Booking Agent) which cabin you want as the complimentary upgrade.  That person then puts you on hold as they have to contact Ship Inventory to have the change applied.  The PCC then comes back and finalizes the booking with the new cabin noted.  I've always completed the complimentary upgrade when originally booking.

 

At least this is how it was for me when I did it.

[LJanet]

4 minutes ago, cbr663 said:

Was it a HAL Booking Agent?  Reads like whomever made the change didn't apply the CO upgrade properly.

 

Once CO is paid, you tell the PCC (HAL Booking Agent) which cabin you want as the complimentary upgrade.  That person then puts you on hold as they have to contact Ship Inventory to have the change applied.  The PCC then comes back and finalizes the booking with the new cabin noted.  I've always completed the complimentary upgrade when originally booking.

 

At least this is how it was for me when I did it.

We made the booking with  HA agent not PCC.  We called back and was told they cannot adjust the cruise fare based on VH.  Was told to call resolution department.  Called resolution department and somehow they cannot make any changes.  Should we cancel the booking, wait for the refund and start new booking?  It is very frustrating to say the least.

 

[TAW1963]

1 minute ago, cbr663 said:

Was it a HAL Booking Agent?  Reads like whomever made the change didn't apply the CO upgrade properly.

 

Once CO is paid, you tell the PCC (HAL Booking Agent) which cabin you want as the complimentary upgrade.  That person then puts you on hold as they have to contact Ship Inventory to have the change applied.  The PCC then comes back and finalizes the booking with the new cabin noted.  I've always completed the complimentary upgrade when originally booking.

 

At least this is how it was for me when I did it.

That has been my experience too.  They always contact ship inventory to get the new upgraded cabin assigned that I specify. 
 

To the OP: your booking confirmation should indicate that you have CO.  However, the fare will show an increase from the original fare of the lower level cabin (VH for balcony) plus the cost of CO for each passenger.  CO is only indicated in the “Special Services and Included Items” section.  

[TAW1963]

5 minutes ago, LJanet said:

We made the booking with  HA agent not PCC.  We called back and was told they cannot adjust the cruise fare based on VH.  Was told to call resolution department.  Called resolution department and somehow they cannot make any changes.  Should we cancel the booking, wait for the refund and start new booking?  It is very frustrating to say the least.

 

Don’t cancel unless you are sure that you have a refundable deposit and that the cancellation schedule in your booking confirmation shows that there will be no penalties until final payment is due.   If everything is refundable you can cancel but there is no guarantee that there will be CO positions available when you rebook since CO is capacity controlled.   

[YourWorldWithBill]

I understand the frustration. This sort of thing is really ridiculous.

[Archipelago]

Can you request Club Orange now for a January 2026 booking ? Or is it wait-list?

[LJanet]

September 2025 sailing.  

[TAW1963]

50 minutes ago, Archipelago said:

Can you request Club Orange now for a January 2026 booking ? Or is it wait-list?

You should be able to. If it is full they will let you know. 

[KAKcruiser]

Many times when you call customer service you get a call center.  When they can't resolve your issue and you ask for a pricing specialist or resolution specialist, they actually connect you with their supervisor rather than the person you asked for.  I would wait until Monday when the regular staff is back at work and just keep calling and insisting on speaking to a pricing specialist until they actually connect you with one.  

[Iamthesea]

3 hours ago, TAW1963 said:

CO is only indicated in the “Special Services and Included Items” section.  

 

Where do you see the  “Special Services and Included Items” under HAL's website reservation?  I do not see that on my reservation.  We have CO, but booked it through a TA, so maybe that's why I don't see it.  It is on my paper reservation that the TA sent me.

[shadow 123]

6 hours ago, LJanet said:

We purchased Club Orange to get complimentary room upgrade. We booked obstructed verandah and purchased club orange.  We changed our room to standard verandah and total cruise fare increased.  We tried to get this resolved with resolution department and it’s been an ongoing battle.  I feel like cancelling the cruise and start a new booking.

 

 

 

I know I know believe me I know!

[TAW1963]

1 hour ago, Iamthesea said:

 

Where do you see the  “Special Services and Included Items” under HAL's website reservation?  I do not see that on my reservation.  We have CO, but booked it through a TA, so maybe that's why I don't see it.  It is on my paper reservation that the TA sent me.

I don’t know what you get through a TA, but I get an email from HAL that includes a pdf of my booking confirmation document.  That is the document that has the information on CO and your cancellation schedule.  This is not shown in your online account.    

Edited April 21 by TAW1963

[POA1]

The Inventory department works Monday - Friday during regular Pacific (Seattle) business hours.

 

Save your effort until they're open.

[Toofarfromthesea]

22 hours ago, LJanet said:

Booking agent made the change so we assumed we used our club orange to receive the upgrade.  Please advise how to go through the ship inventory dept for upgrade. We were not aware of CO process to receive an upgrade.

 

 

Last numbers I have are 1.888.628.8107 or 206.626.7381.  Sounds like you got a booking agent that didn't know his business.  On a future occasion you might consider using a TA.

[POA1]

If you want to add Club Orange on the weekend or after hours, you can. Tell the agent you'd like to add OC1 to the booking. If it's available, they can add it. (OC1 is the Club Orange code.)

 

You cannot do the upgrade until you have paid for Club Orange - and the Ship Inventory department is open though. Pull a copy of the deck plan for your ship, so you know where your upgraded room will be.

 

I did exactly this last weekend. I booked our cruise on Friday night. I added CO on Saturday. I paid on Sunday. On Monday morning, when Ship Inventory opened, I completed my upgrade. (I got a list of available rooms from my PCC before I called.)

[Gail & Marty sailing away]

Club Orange is great for Folks on vacation, having  a private dining room just for club orange on the Pinnacle class ships.

[Archipelago]

I called about Club Orange today and the HAL  cruise consultant said I would need to book the cruise first to see if it was available . My main interest is the priority embarkation and disembarkation that comes with it . I am not sure why they don't know the status of that before booking ...I would hate to book and then cancel ...