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BigTuna99

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Posts posted by BigTuna99

    Please make it stop!

    in Royal Caribbean International

    Posted

    In a week I go on my first Royal Caribbean (Ovation of the Seas) cruise and so far I'm not impressed with them. After I booked and paid for the cabin I had another friend who said she might want to come. So I called Royal Caribbean to find out if the cabin was able to accommodate a third person, how much extra it would cost, and how much time we had to add another person. I was advised that the cabin can take a third person and I could add her pretty much right up until close to the cruise. To my surprise she said there would be no extra charges, the cabin is all paid up so it's just a matter of providing the person's name when they make the decision. Stupidly, and completely out of character, I didn't ask for this note to be added to my booking or for email confirmation, I just took the advice on face value.

     

    Of course, when I eventually called back to add the third person I was told it would be an extra $760. I explained that I'd already spoken to someone who said there would be no extra charges. He said there was no record on file of that conversation. We debated back and forth and there was no way he was backing down, so I asked to speak to a supervisor. The supervisor pretty much accused me of lying and said there was no evidence of this conversation. I told him that it wasn't my fault that the person I spoke to originally didn't make a note of my phone call, and that I have no reason to lie about it. Again, there was no way he was backing down and he refused my request to escalate it further - he said there was no one else I could speak to, full stop.

     

    So I got on FB and messaged them, and within a few hours I had someone from the escalation team contact me - funny how there's now miraculously an escalation process! She was actually nice about the situation, but in the end they said if I can't prove the conversation there's nothing they can do.

     

    Moral of the story - get reference numbers or email confirmations for everything. I've only ever sailed with P & O and although their ships aren't the best I've had good experiences with them. They once gave me on board credit and upgraded me for a mistake they made in some documentation that I hadn't even noticed!

     

    In this instance it wasn't about the money, my problem was that they wouldn't follow through on the information I was given, and assumed I was lying about it instead of taking my word for it. $760 is a drop in the ocean for such a big company.

     

    I hope the cruise is good because this experience has left a sour taste in my mouth. I also hope everything goes smoothly from now until the end of the cruise because I hope to never deal with their "customer service" people again.

     

     

    If you remember the date/time of the initial phone call you can ask them to listen back to the call. I've had an issue before where a credit card rep told me I'm covered for can rental insurance while travelling, even if I don't use that specific card to book the rental. Turns out that wasn't true, and I found out after already booking the car rental on a separate card. I called back, told them that the rep gave me false information and they should take accountability for their employees actions; asked them to go back and listen to the call, they did and said I was right, so they purchased 3rd party insurance for me.

     

    If there's even a chance it could save you $760, it's worth trying. I'd start by asking something that confirms they have the call recorded, before describing your actual issue.

    Please make it stop!

    in Royal Caribbean International

    Posted

    My experience booking my upcoming Allure trip was probably worse, and I've spent a total of 5hrs on the phone so far sorting out issues. Last time I called I asked to speak directly to a supervisor, and she was very helpful and we got everything resolved. Hopefully there won't be any more issues now

    ALLURE - cabins beside "empty space" Decks 9 - 12

    in Royal Caribbean International

    Posted

    I made a thread earlier but I think I was being too specific so I'm going to try one more time.

     

    Has anyone stayed in one of the cabins on Decks 9 - 12, beside the large "empty space" in the middle of the ship (for example, adjacent to 12629)?

     

    I tried searching and found one person that said "it was noisy but not too bad" but I have no way of contacting him/her to get more info.

     

    I know the space is for staff, but I don't know if it's for linens, or noisier things like elevators, ice machines, etc.

     

    I'm mostly concerned with 12am-8am noise, but any advice is appreciated.

    Allure of the Seas - Deck 9 mid ship storage?

    in Royal Caribbean International

    Posted

    It’s main purpose is it is a crew stairwell and possibly a crew elevator as well as it does have things like crew pantry for housekeeping and ice machines

     

    I would a avoid those cabins.

     

     

    I assumed it would be stuff like housekeeping, but I didn't think about ice machines. I'm really only concerned with noise between midnight and 8am when we'll be sleeping, otherwise I'm ok with it. Thank you for the advice.

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