Took my OBC away when I changed room #'s....not happy

[Suni99]

I booked my cruise a couple of months ago when they had the special obc promotion, i booked a bb on deck 10, 2 weeks ago i decided to go to an aft cabin on deck 8 which went to a ba catergory and I paid a higher rate, I just called my pcc and she said I lost my obc because i changed rooms. all I can say is WOW!!! when I changed rooms they never told me I would loose my obc, I am pretty sad right now, I thought I had a great cruise planned. I am really bummed, she said I could go back to a bb and get the 150$ back but I cant have both, unreal I spent more money and they dont want to honor the obc in the upgraded room, I had nothing but good things to say about NCL until now. I am simply floored at first that the guy who changed my room would not have let me know this was going to happen with the obc and second, now i have to make a choice between the aft cabin that i was really looking forward too, or getting the obc back, its hard when you have had a mind set on what your plans are and then your thrown a loop. Now how to make this trip work with a bad taste in my mouth......

[ketzelacruising]

Welcome to the club! Seems to be the MO of NCL lately- happened to us, too.We made call after call-no results. Sorry that you had a similar experience.

 

We are in a high end suite and spending a lot of wood on this cruise,as we have in the past. It doesn't seem to matter if you are a good or bad or new or old customer- they just were of no help on the issue.

 

Enjoy your cruise, make sure you get an extra glass of champagne on embarkation and have FUN!

But like you, we won't forget how we were treated. The Pearl is such a great ship, the CV we are in again is lovely, but i have to get past the indifference of the people we have contacted. Hope this new attitude isn't reflected in the ship's staff, who have always been AWESOME! WE really do love the Freestyle life....

 

 

Mike

Ps- Mystic- we are from Branford/Madison!! Hi, neighbor!

[AuntieBarb]

I'm sure it's disappointing and I'm sorry it happened!

 

Unfortunately making such a change is a new reservation based upon current rate and/or promotions. The OBC was evidently no longer offered. For the same reasons pax save some money by calling in to get reduced rates prior to final payment, you have to realize the opposite can happen when making a change like this.

 

Yes, the OBC would have been nice, but the aft stateroom is going to be nice too. Try and enjoy your cruise!

[garycarla]

Why don't people understand that OBC is just a way to price things.

 

A cabin for $1,800 and no OBC is the very same as

a cabin for $2,100 and $300 OBC which is the very same as

a cabin for $1,900 and $100 OBC

 

So, for example, you book a cabin for $2,100, but they give you a $300 OBC. You later decide you want a cabin that cost $2,000. They can not give you that $300 because it was already figured into the price of the OTHER cabin.

 

Take you pick. Keep the cabin you started with or take a higher priced one, that is not offering an OBC.

 

The really crazy part of this example is moving from a BB to a BA. They are exactly the same room. Just in a different location. In fact, I actually moved from a BA to a BB and they apologized up and down they could refund the difference. No problem, I wanted the BB because it was not right under the pool area.

[ketzelacruising]

I DO understand how OBC works- ours disappeared!

Long story, not getting in to it.

 

Totally understand OP's frustration.

 

M:(

[garycarla]

Using the logic of keeping OBC, I swear some people think the following should also be allowed.

 

Suppose that Richie Rich booked the Garden Villa and had a $900 OBC. Not totally crazy since the GV is well over $15,000.

 

Then he decided to book an inside that cost $850. He wants not only a free cruise, but still wants $50 of OBC left to spend when he boards the ship. After all, they offered him $900 once before. It is his to keep no matter what!

 

 

Same logic. Illogical.

[ketzelacruising]

That is not what the OP is saying at all-

 

Mike

[garycarla]

re: not what the OP is saying at all???

 

Here is what I THINK they said.

 

They bought a BB cabin. Paid $xx and were getting an OBC.

 

They later opted for a BA cabin. They cost more. No longer eligible for OBC.

 

So, it is not so much they changed rooms, but they basically got a new booking because the category changed.

 

The good news here - they can go back to where the originally agreed to and KEEP THEIR OBC. It is now in their control.

 

If I did not read the OP correct, please correct me.

[Suni99]

its not a new reservation my reservation number is the same, and whats the excuse that the gentlemen that changed the room number didnt have enough respect to let me know i would lose the OBC.What happens if they call you for an upgrade or upsell, would you then also loose your OBC? b/c all your doing is changing your room number, just curious about that, anyhow i am sure everything will work out, my pcc is going to talk to whom she needs to to try and resolve, this is partly my fault for not knowing and understanding the specific guidelines...

 

 

gary we got a bb at say 725@pp on our original booking with an obc of 150$ per stateroom

i later decided to go for the other ba cabin but i had to pay 50$ more pp

now i find out on the later my obc was taken away

not sure i understand what your saying....i was not m aking out with any monies in my pocket by switching, i could see if i went down a few catergories

[Luckyroot]

what's unfortunate is that the TA did not explain this up front before the disappointment set in.

 

We were in the same situation.......booked an OV cabin (while on the Caribbean Princess, so I did it quickly using the onboard internet) to sail with friends who had to cancel out on the CB cruise last minute. After getting home and having time to look things over, we decided we wanted to upgrade to a balcony cabin. BEFORE doing anything, our TA warned that we would lose our $200 OBC, because we originally booked during a promotion, so we left things as is.

 

I would have been upset if we'd lost the OBC, but at least we knew BEFORE making any changes. Hopefully there will be another promo sale and we'll be able to do the upgrade AND get OBC's but whether we do or not, at least we know our TA will give us all our options and we won't be blindsided like the OP.

 

All that aside, I'm sure you'll love your Aft, there's nothing better

[ketzelacruising]

re: not what the OP is saying at all???

 

Here is what I THINK they said.

 

They bought a BB cabin. Paid $xx and were getting an OBC.

 

They later opted for a BA cabin. They cost more. No longer eligible for OBC.

 

So, it is not so much they changed rooms, but they basically got a new booking because the category changed.

 

The good news here - they can go back to where the originally agreed to and KEEP THEIR OBC. It is now in their control.

 

Suni:

 

I don't know why GaryCArla seems agitated tonight- hopefully it is just the way it is coming thru in writing I know what you are going thru as our booking number and room number never changed- neither did our category.

I know that you and I aren't idiots or trying to pull anything- like i said- have that extra glass of champagne and enjoy the FReestyle life!

 

Blessings to you all

 

Michael

[AuntieBarb]

its not a new reservation my reservation number is the same

 

Actually they transferred your booking from one to another keeping the same reservation number. We changed a 2009 cruise to 2010 instead, but kept the same reservation number. We changed our 2009 Alaska cruise to Canada/New England instead and kept the same reservation number. That's how they keep monies paid intact without issuing a refund & rebilling.

[CC Help Michell]

what's unfortunate is that the TA did not explain this up front before the disappointment set in.

 

We were in the same situation.......booked an OV cabin (while on the Caribbean Princess, so I did it quickly using the onboard internet) to sail with friends who had to cancel out on the CB cruise last minute. After getting home and having time to look things over, we decided we wanted to upgrade to a balcony cabin. BEFORE doing anything, our TA warned that we would lose our $200 OBC, because we originally booked during a promotion, so we left things as is.

 

I would have been upset if we'd lost the OBC, but at least we knew BEFORE making any changes. Hopefully there will be another promo sale and we'll be able to do the upgrade AND get OBC's but whether we do or not, at least we know our TA will give us all our options and we won't be blindsided like the OP.

 

All that aside, I'm sure you'll love your Aft, there's nothing better

 

I think it's too late for that. The OP made a move to a location on the ship most consider superior (aft), but because of this OBC issue and the upset it caused them, I have a feeling it's not going to be a good cruise, no matter what. :( And heaven forbid the OP turns out to be someone who doesn't like aft cabins (and there are cruisers who feel that way).

 

To the OP, I don't think the gentleman who took your call was showing you a "lack of respect" in not informing you that this changed reservation didn't carry an OBC. The folks who work for barely-more-than-minimum-wage at the phone centers for all cruise lines really are treated like mushrooms much of the time (think "in the dark and fed....") That's why one of the most common posts here at CC says that you can call the toll free number 3 times and get 3 different answers.

 

I sincerely do hope that you'll be able to put this behind you and have a great cruise. The swish swish of the wake is a sound I've treasured since my first cruise, and hearing it from my cabin is my idea of heaven on earth. :)

[ketzelacruising]

The swish swish of the wake is a sound I've treasured since my first cruise, and hearing it from my cabin is my idea of heaven on earth. :) __________________MichellP

 

 

Michell P-

Isn't that sound just the best? I wish I could bottle the feel of falling asleep to that sounds of the ocean next to my DDW with my 3 most precious blessings in the next room........

 

 

Mike

[rickechambers1@aol.com]

Maybe oil will stay low and you'll get your fuel surcharges back which will give you your $150 OBC AND you'll keep your aft cabin. That would be perfect, right?

[Suni99]

Maybe oil will stay low and you'll get your fuel surcharges back which will give you your $150 OBC AND you'll keep your aft cabin. That would be perfect, right?

 

 

amen

My PCC just called me back and everything has worked out, was able to keep the obc and the aft room, since i was not informed that the room change would eliminate the OBC they kindly put it back on my account. I kept my fingers crossed and it worked out but I will know for future reference. Im sure we would have had a awesome cruise even if we didnt get this resolved, but it would have given me a few sour grapes.Thanks for all your kind words and understanding of the frustration...its so nice to have a place to vent and chat about our good and bad events.....:)

this is definetly a learning experience, maybe this will save others from the same troubles

[garycarla]

...I know what you are going thru as our booking number and room number never changed- neither did our category.

...l

 

Mike:

My refernce is to the OP - they specially said they changed from BB to BA. That is a change, even if the booking number stays in place, like another poster mentioned that actually changed from Alaska to New England. The OP said they only changed room numbers - not exactly the whole story.

 

I have no idea what you situation is, so I did not address it. But.... well, I will leave it at that since I have no idea.

 

PS - I do agree that the person on the other end of the phone should have made it clear about the price change. Maybe there was a communication problem, who knows.

 

In any event the title of this thread is WRONG. It should say I changed my category. Is that a communication problem?

[Suni99]

Mike:

My refernce is to the OP - they specially said they changed from BB to BA. That is a change, even if the booking number stays in place, like another poster mentioned that actually changed from Alaska to New England. The OP said they only changed room numbers - not exactly the whole story.

 

I have no idea what you situation is, so I did not address it. But.... well, I will leave it at that since I have no idea.

 

PS - I do agree that the person on the other end of the phone should have made it clear about the price change. Maybe there was a communication problem, who knows.

 

In any event the title of this thread is WRONG. It should say I changed my category. Is that a communication problem?

 

 

:confused:okay gary whatever you say

[garycarla]

amen

 

My PCC just called me back and everything has worked out, was able to keep the obc and the aft room, since i was not informed that the room change would eliminate the OBC they kindly put it back on my account. ...

 

Great news. Looks like sometimes NCL does take care of customers.

[Suni99]

Great news. Looks like sometimes NCL does take care of customers.

 

yes it is good news, i was surprised, but thrilled with the results, the pcc i work with is awesome and she knows what happened. She explained to her help desk and they understood the mix up with the ncl rep not giving me the proper information when i wanted to change cabins, now mind you if i had made this change with my pcc this wouldnt be an issue, but she wasnt in that day that the aft came available and if i had waited for her, it might have been taken so i called whomever. again, lesson learned, but she did tell me that the rep would be spoken to about making sure they are giving out the information that benefits the consumer.It is known that reps that are answering the phones are not giving out consistent information, they all need to be on the same page and have the correct info for us.

[CruisnGram]

she did tell me that the rep would be spoken to about making sure they are giving out the information that benefits the consumer.It is known that reps that are answering the phones are not giving out consistent information, they all need to be on the same page and have the correct info for us.

 

I'll believe that when I see/hear it! LOL Seriously, I love cruising NCL and I've always found their customer service reps to be extremely polite and helpful. At least they ATTEMPT to be helpful. But I'll tell you, they are a hot mess when it comes to being consistent.

 

My cousin and I booked two identical suites on the Majesty for June 2009. Same amount of people in each room. We booked through Casino's At Sea. So when the Greatest Cruise Sale was going on, I called them back to see if we could get an OBC. The girl I spoke to was very helpful and I ended up with a $300 OBC and my cruise price dropped about $100. I called my cousin and told her to immediately call to get her OBC and price reduction. She calls me back in 5 minutes and says that whoever she spoke to said that if they put her in for the OBC, her cruise price would go up so high it wouldn't be worth it...she should leave her reservation alone. So I got her info and called back the girl I had spoken to and she put it right through for my cousin. No kidding...same office, same type of reservation....totally different outcome simply by speaking to another person. About a week later, I became aware of an OBC that they were giving Latitudes members and called back to the same girl who happily added another $100 OBC to both of our rooms.

 

As many have said here, if you don't like the answer you get the 1st time, call back several times and ask, just to be sure you are getting the right information cause you can never be sure with NCL customer service. :D

 

CG

[beachchick]

Making changes to an existing reservation is not the same as making a new reservation. I don't see why so many people think it is. Why would anyone consider it a cancellation and new booking if simply changing categories?

 

beachchick

[franu]

I believe that the issue is a major communications problem with the office staff. The OP was not told the ramifications of the proposed changes. A decision had to be made without full knowledge of the alternatives. It was the equivalent of "buying a pig in a poke".

 

Thankfully the crew are different than the office staff or many of us would not be sailing.

Fran

[mypleasure]

Well I am pleased for the OP since it has now all worked out.

 

I too would have been upset since I also believe they should have been given ALL of the facts when calling to ask for the change. When you have the facts you can make an informed decision and not be surprised when you discover that you have done something to your detriment. In this case pay a small amount extra for a coveted cabin becomes pay $200 when the OBC loss is taken into account. Had the facts been fully presented then the decision is informed.

 

Jean

[terrymtex01]

May for those that it has not worked out and they did not get their OBC credited back could call NCL and ask if they could pay the same rate for the new room as it was offered when the OBC promo was going on, not what the room is currently offered at? Just an idea to see if you can get the OBC back.