rklo

On 9/30/2022 at 3:13 PM, njkruzer said:

 

My only other suggestion is email mbayley@rccl.com. the people there seem to be able to get things done.

 

Thank you njkruzer. I have done as you have said and while they have not yet sorted out the certificates issue, I have received a reach-out from Jeanelle at their executive office and she is working on trying to resolve the issues with my reservation, and she apologized for the exorbitant amount of time that I’ve had to spend on their mistake (which apparently was caused by some engineering mistake in the design of their website reservation system). She said that she would handle my reservation from this point, which is a great deal of relief.

To answer others questions. Yes, I paid the deposit of $500 at the time of booking.

There is no “it was your fault all along” in this situation if that’s what people are looking for, other than not knowing to never book directly with their site. But that’s a bit like saying, I should have known how much they will screw up.

43 minutes ago, Moltar said:

And like he asked when is your sail date?

And like I later posted, December 24th. None of which changes the stated due date of October 7. Nor does it change the fact that their email canceling the reservation (9 emails actually) stated that the October 7th date had passed (obviously not the case). Nor does it change the fact that their subsequent service has been horrendous.

Thanks all. Guess I’m most disappointed in how they reacted/handled their screwup, not that the screwup happened. People and companies make mistakes. Would have thought that they would manage a problem of their own doing better, but I was wrong. Will avoid RCI in the future.

Your final payment for reservation xxxxxx was due on 07 OCT 2022. We never received payment and your HARMONY OF THE SEAS - 24 DEC 2022.

copied and pasted from 1 of the 9 emails I received last night for this one reservation.

Deposit Due Date: 07 OCT 2022
• Final Payment Due Date: 07 OCT 2022

Copied and pasted from invoice.

Note: It is a 7 day cruise departing December 24 out of Fort Lauterdale.

😀 If only I could. The rest of the group I’m going with picked this cruise

Like I said, the final payment date will be October 7 - that is what it says on the invoice.

Royal Caribbean- submitted to sharedservicesgiftcertificateRedemption@rccl.com exactly as per their instruction. 

I’m new to these boards. I’ve cruised 3 times prior and my recent booking will be my 4th. Thought I would relay a terrible experience I am having with Royal Caribbean.

My family booked a cruise on Harmony for a December departure. At the time of booking I was given an October 7th payment date. I was waiting to pay until the certificates I submitted 3 weeks earlier could be deposited (note:they still have not been deposited, but that’s only part of the problem). Last night, September 29th, I received 9 emails saying my reservation has been canceled by RCI because my October 7, 2022 payment date had passed. Huh, yesterday was September 29. Further, all of the packages that I booked had also been canceled and the amount I was being refunded was $0.

I spent the first 3 hours of the day just getting my reservation reinstated and using the pre-existing reservation number so that it could be used when eventually (if ever) my certificates that I submitted 3 weeks ago get approved. I also received assurances, but no email follow thru that I would actually be refunded for the packages.

I spent another hour working on figuring out why they approved my certificates, they sent me an email 6 days ago, but are refusing to deposit the amount into my account (I received “assurances” that they would get to it on Monday).

I spent an additional 2.5 hours just trying to get the packages that I had paid for added back to my reservation. They wanted to charge me 25% more to do so and were unwilling to even make me whole with on board credits. I had to tell them that what they were doing was illegal (canceling a reservation in order to charge me more) before they eventually caved and gave me just enough credits to make me whole, but nothing more.

In total, 6 hours on the phone arguing with them just to get me back to where I was yesterday before they incorrectly canceled my reservation and no offer of additional on board credits, no apology, nothing. For all I know, they’ll cancel my reservation again tonight - they couldn’t even say why it had happened in the first place, though I pressed them repeatedly to find out why lest it happen again.

Could not be more dissatisfied with my RCI choice at this moment.