Problem on RCCL - What type of Compensation do I expect? (merged)

[Swabb3]

But I think If you asked for a service in any other industry and the service was not up to par you would want it fixed to your satisfaction. That definitely wasn't done hear. Also a hand written note to the captain placed in the hand of someone like the cruise director and handed to the captain himself, even if it was during the captain's dinner might do you some good. :( So sorry to hear that your cruise was a bust. And you might want to think about filing charges with the better business bureau when you get home. That is a health and safety problem not just a small inconvience. Mildew is not something a person should be exposed to for any length of time.

[GMoney]

Im not sure I want to dispute the charge, that seems pretty shady to me. I wanted a service & I got something, not nothing.

 

I work for a credit card issuing bank. It's not shady; the claim would be legitimate. You paid for a certain product / service and got something less than that. It's like a taking your car to be fixed by a mechanic and them not doing the repair the right way the first time.

 

Quality disputes are tricky to navigate and hard to win, but your cc company will sort that out for you based on input from you and RCI, and accordingly to regulations.

[myz350]

1) Part of the cost of your room was to eat and use the ships facilities as well as port charges. You still ate, you were still onboard to incur the port charges, and there's a chance you still looked at the casino, shows, etc.

 

This is not right! Do the people stay in inside state room use the same facilities as the one with balcony? Yes, yet they pay a whole lot less than balcony? Why? Because you are paying for having a better room. So a very BIG part of the cost of a cruise is for the better room. So you are entitled. Did you suffer? Not physically(I holp the mold doesn't do anything to your lungs), but mentally, cause your vacation is ruined. Tell them that you are posting it here and you will post what they do here as well, that will get their attention. I would think $500 is a good deal, cause you paid an extra $1000(for 2) to be in the balcony, and half of your time was ruined.

I would have asked for a free upgrade on day 2 already if I were you. But what is done is done. Tell him that the people on the board agrees that $500 is a reasonable compensation.

[Merion_Mom]

As a TA, I agree with Patrick. And I also think it is very important to resolve this before you leave the ship.

 

I assume that you documented everything as specifically as you did in your post? I would type it up in bullet form, short and specific, and present this to HD, clearly and concisely.

 

I personally would be prepared to ask for exactly what I wanted from him and not leave the suggested resolution up to him.

 

JMO.

I agree with this and several other suggestions.

 

Get in to see the Hotel Director.

 

Be calm and focused, and have a list ready of what YOU consider fair compensation.

 

(just a possibility): $800 for being forced to sleep in an unhealthful room for six of nine nights plus dinner at Portofino's with wine plus internet credit.

 

Sometimes they are glad to "get rid of you" with a straightforward resolution.

[dougp26364]

Also, if you paid for your cruise within the past 60 days, I would dispute the charge (of the cruise, not your SeaPass) with your bank when you get home, based on quality of services rendered. It's a long shot, but perhaps worth it.

 

No wonder final payment is due at 70 days. These guys are smart hugh. Can't file suit except in the state of FL (part of the cruise contract) and final payment outside the lines for disputing the charge with the credit card.

 

Having had problems with RCI in the past, I can say they like that line "we'll take care of you" and stone walling. But then again, from reading other forums I don't think any other cruise line in this price range is any better from the consumers point of view.

[ElvisandTracey]

My 2 cents:

 

I am a PROFESSIONAL at getting compensation for things when they are not to my satisfaction-if I were you, I would have downgraded to the inside because the water was so unbearable, the dampness was making me ill, the smell hurting my head, so forth...

 

by the time I was done with them, the inside would have been free, and I would have had either a future cruise credit or a refund (and I am not blowing smoke out of my a**.

 

I can proudly say that I get free stuff all the time this way, from a free Benihana's dinner for 7, including 3 people not even in my party, just at the same table (bad service) all the way up to a free all-inclusive trip to Jamaica for 4 (noro-virus in the hotel). But if you are not talking to the right person, you are wasting your time.

 

The one time I had a problem on an RCI cruise (booked a pullman, got a sofa bed, no biggie, but not what I paid for), I went straight to the head purser and got the cabin I wanted, plus $100 on-board credit x 3 (and that was just for the wrong type of bed).

 

A wet room, I would have a field day with that, but for starters, I certainly would not have spent 5 or 6 days wading thru the murkiness to get to my bed.

 

Some might think I sound greedy or whatever for this post, but I firmly beleive that when I spend my money on something, it better be EXACTLY what I paid for-when it isn't up to par, for any reason, it's time to talk numbers-and you know what, I come out on top 95% of the time-all my friends and family come to me when they have this sort of problem, and I write a letter or make a call...problem solved in their favor.

 

$300 is not enough for 5 days of wetness, but you should have taken the new room-it gives your complaint more merit-

 

now, since you chose to keep the wet room, RCI can come back and say they offered you a remedy, but you refused-not good for your side, but keep trying.

 

Go to the top.

 

Good luck.

 

2 cents out-

[wrp96]

One thing, the inside stateroom was probably the only room left available on the ship. Demanding you be moved to a same or better room usually isn't an option - especially with the ships sailing full these days.

 

That being said, document who you have spoken to and when, what they have said or offered. Keep trying to get satisfaction while on the ship, but no matter what write a letter to RCCl when you get back - send it to the higher ups, the people in customer service will usually pass the buck - but be prepared to wait. It can take a while to get a response once you get back.

[jrk23]

Well, as per the advice of the board, I called Brian & asked him to setup a meeting with myself, Brian, and the HD (who is Darren). Michelle as it turns out is the chief purser (whatever that means).

 

Brian said that Darren doesnt deal with this sort of problem and that he would kick it back to Brian. So, I wouldnt need to speak with Daren. I asked that he setup the meeting anyway (for some undetermined time tomorrow).

 

Brian said he has been dealing with Miami but at the moment there was no updates, he was pushing hard for me (hmmm).

 

So, I might have a meeting with Daren. Ahh theres the phone.

 

 

Ok, now I have a 12:30 meeting with Brian & Daren tomorrow.

[GMoney]

Ok, now I have a 12:30 meeting with Brian & Daren tomorrow.

 

That's great - good job! Good luck!

[brn2crz]

One thing, the inside stateroom was probably the only room left available on the ship. Demanding you be moved to a same or better room usually isn't an option - especially with the ships sailing full these days.

 

Thats exactly right...Thats why the problem should have been taken care of sooner...

Once they finally decided to fix it it was relatively easy.If they could not accommodate the move,they should have fixed it..

 

Good luck guy...Not the way I would want to spend any vacation...Setting up meetings:( ..

 

Hows the studying going girl??:)

[shipknotshore]

I'm hoping that your meeting goes well and that the issue gets resolved to your satisfaction. I'm sure the ending result of this problem interests everyone on this thread as all of us are RCI cruisers. Good Luck!!!

[jrk23]

That's great - good job! Good luck!

 

Should I print out this post (my first one) and give it to him? Should I just take my first post & condense it?

 

What bullet points are important (to me in my state, its all important)

 

Any suggestions would be appreciated.

[jrk23]

I will be sure to let everyone know how this is resolved. Though, I would think that its not going to end up resolved to my satisfaction (since RCI has not yet perfected time travel).

[myz350]

Print the whole thing! Let him know that in a short period of time, their reputation has been ruined, and it would be ruined even more and Brian can get fired from this if the situation does not get resolved reasonably. That will get his attention.

[FR926]

If you do not get it resolved before you leave the ship it will be causing you more irritation when you are dealing with the faceless corporation. Flat out tell Brian that you want to talk to the head of housekeeping or at least get his or her name. If he is too scared to give it to you make sure you put it on the comment card even if you have to go to the pursers desk and get a stapler to staple addtional comments on the comment card.

[jillba]

Dispute the charge on your credit card & very specifically list all of the details....RCCL will have no choice but to deal with it then because you will not be responsible to pay until the problem is resolved. Also, your TA should have done more while you continued to enjoy your vacation....instead of getting you worked up by telling you that they weren't going to take care of your problem. JMO

[GMoney]

Should I print out this post (my first one) and give it to him? Should I just take my first post & condense it?

 

What bullet points are important (to me in my state, its all important)

 

Any suggestions would be appreciated.

 

I would do what others have suggested: keep it detailed, objective and fact-based. Include dates, times and names of people contacted. I think the chronological breakdown is good. Go with a clear list of what you are looking for (per Merion Mom and CaviarGal). Be firm, but clear in your expectations, and do not leave that meeting until you are satisfied. You may not get another. Try to leave the mtg with some kind of written documentation / summary. Avoid being subjective, accusatory or confrontational (easy for me to say). There's time for that later. :)

[jrk23]

Im off to see if the internet cafe has some sort of printing facilites. I will check in a little later.

 

Yes, it really stinks to have meetings setup while on vacation. It feels like that even though the situation has been corrected in my room, I cant get any closure on the issue.

 

Phone calls, meetings, etc.

 

BTW, I am not looking for anyone to lose their job over this. I am just looking for some type of satisfaction.

[Merion_Mom]

Print the whole thing! Let him know that in a short period of time, their reputation has been ruined, and it would be ruined even more and Brian can get fired from this if the situation does not get resolved reasonably. That will get his attention.

NO! ABSOLUTELY NOT! Do not do this.

 

You will give them the *out* of "why bother dealing with this guy when he has already written us off?"

 

You want them to know that they CAN make you happy, that they CAN satisfy you, if they................ and you need to fill in that blank for them.

 

Tell them that you are ready to trumpet their excellent customer service and satisfactory resolution to all of Cruise Critic, after they "make you whole again".

[GMoney]

 

BTW, I am not looking for anyone to lose their job over this. I am just looking for some type of satisfaction.

 

We know. That's why so many nice people have posted good ideas to help you.

[Swabb3]

I have to agree with the documentation. Plus I would take a pen and paper to this meeting and document exactly what was said and y whom. That way if nothing happens the way it should you know who to complain about. Also get them to give you the address in Miami for RCCL headquarters and the email address of the head of the RCCL guest satisfaction department. Then email him while you're still onboard. And while it may be easy for all of us at home to say take it easier remember that you get more bees with honey. Good luck and keep us updated. :o

[Liz]

has an account manager/director (aka sales rep) at RCCL, who is ultimately responsible for making sure the TA refers clients to RCCL. Call your TA and make sure he/she relays the story to the sales rep asap. The rep may have some clout on the corporate side - ?

Good luck with the outcome - we had a similar situation at a Club Med (except our ceiling came down - ugh!) and they were terrific about it. I hope RCCL comes through for you, and try to enjoy what is left of the cruise.

[myz350]

NO! ABSOLUTELY NOT! Do not do this.

 

You will give them the *out* of "why bother dealing with this guy when he has already written us off?"

 

You want them to know that they CAN make you happy, that they CAN satisfy you, if they................ and you need to fill in that blank for them.

 

Tell them that you are ready to trumpet their excellent customer service and satisfactory resolution to all of Cruise Critic, after they "make you whole again".

 

Not true at all! Let them know that this is just the beginning. People complain more often then they praise about something. Trust me, the day before you die, you will still remember this incident, and every time you get together with friends and the topic of vacation comes up, guess what you are going to say?! That's right, either how RCCL screwed you or they fixed your problem in the end. Let them know that you will post the result of their resolution on the board. What better way of advertising good customer service when you have addictive Cruisers anticipating for the result. Go print them all!

[glgolfer]

Richard Fain is the Chairman & CEO of Royal Caribbean.

Adam Goldstein is the President.

 

RichardFain@rccl.com

 

AdamGoldstein@rccl.com

 

Send them emails while still on the ship and take copies to your meeting tomorrow.

 

Very short and to the point with the timeline and a synopsis of who you talked to and what they offered. Also mention the fact that you were told you could not talk to anyone other than Brian (?) until the meeting was set up for tomorrow. If perchance the meeting is cancelled for any reason, show the emails to any interested party.

 

Be calm, do not lose your cool and do not give them any reason to claim you were hostile so they can put you off the ship. It has been known to happen.

[cryscruiser]

Yes, go directly to the Hotel Director. Don't mess around with the little people, such as Brian. He doesn't want his boss, the HD to know that he is not able to perform his job effeciently.