I called to add a person to our stateroom. After an hour on the phone with customer service, they couldn't confirm a price for this. I asked her if I could just book a new reservation and she could cancel the old. She guaranteed there wouldn't be a penalty and put in the request for refund. I put a deposit down on the new res.
She didn't cancel. I called back 3 days later to make sure the cancelation went through because I was getting emails on the old res. I then paid in full for the old res.
The new agent, after another hour, guaranteed I would be fully refunded in 7-10 business days. A few days later, I got a refund of the deposit amount on the new res instead of the full amount on the old res.