Sorry for the long rant, but I feel like people should be aware of how ROYAL is treating people, and about their extremely shady business practices.
So here’s the story… Shortly before my final payment was due, I noticed my balance increased by $423. I didn’t think they could just increase my cruise fare at the last minute like that, so I called and they confirmed that it was an error. They said they would fix it, but the balance never went back to what it was originally. They took my final payment (for the correct amount) and they said not to worry about the $423 it showed was remaining. Well, this never corrected itself like they promised and I kept getting warnings that I’m not paid in full and my reservation will be cancelled. I called multiple times to ask them to fix it and every time they kept telling me not to worry because I’m paid in full and it’s just an error in their automated system (whatever that means). Anyway, about 6 weeks before sailing, guess what happened… they cancelled my booking because it wasn’t “paid in full”!!! UGGGHHHH ARE YOU KIDDING ME?! I was furious. They ended up re-instating the booking because they acknowledged that it was their error, but when they cancelled my booking, they also automatically cancelled my drink packages and CocoCay cabana.
This is the big headache I’m dealing with now. They told me “no big deal, just go re-purchase those items”. The problem is that the drink package is now a way higher price and the cabana is sold out. I’m so pissed at them. This was 100% their fault and they’re just telling me I’m screwed. It has been an absolute nightmare dealing with them. The first time I called, the guy just flat out said there’s nothing he can do to help. I asked to speak with a supervisor, but he said “don’t bother, they won’t be able to fix it either”. I insisted, so I was placed on hold for hours and no one ever answered. He eventually took my number and said a supervisor would call me back within 24 hrs. Well, are you surprised to hear that no one EVER called me back? I have wasted hours and hours of my life on the phone trying to get this resolved, and every time I call, they give me the run around, are rude to me, and/or blatantly lie to my face. They also STILL haven’t refunded my money from the drink packages and cabana they cancelled (1 month later and still waiting). STOP HOLDING MY MONEY HOSTAGE! The refund is not even in process yet and no one can give me an answer when I ask about it. It’s so infuriating.
They have 100% lost us as customers forever. We sail in 2 weeks and I’m just trying not to let this ruin our vacation. I’m trying not to go into it with a sour attitude, but they have caused us so much stress, and they have shown no interest in trying to fix it or compensate us for their giant screw up. I have NEVER in my life seen such poor customer service. I don’t normally post things like this, but I don’t know what else to do other than warn people to stay away from this deceitful company. I sure hope this is an isolated incident and you all have had a problem-free experience with them, but unfortunately, I doubt that’s the case. If you have a similar experience, please share so we can warn others.
Sorry for the long rant, but I feel like people should be aware of how ROYAL is treating people, and about their extremely shady business practices. So here’s the story… Shortly before my final payment was due, I noticed my balance increased by $423. I didn’t think they could just increase my cruise fare at the last minute like that, so I called and they confirmed that it was an error. They said they would fix it, but the balance never went back to what it was originally. They took my final payment (for the correct amount) and they said not to worry about the $423 it showed was remaining. Well, this never corrected itself like they promised and I kept getting warnings that I’m not paid in full and my reservation will be cancelled. I called multiple times to ask them to fix it and every time they kept telling me not to worry because I’m paid in full and it’s just an error in their automated system (whatever that means). Anyway, about 6 weeks before sailing, guess what happened… they cancelled my booking because it wasn’t “paid in full”!!! UGGGHHHH ARE YOU KIDDING ME?! I was furious. They ended up re-instating the booking because they acknowledged that it was their error, but when they cancelled my booking, they also automatically cancelled my drink packages and CocoCay cabana. This is the big headache I’m dealing with now. They told me “no big deal, just go re-purchase those items”. The problem is that the drink package is now a way higher price and the cabana is sold out. I’m so pissed at them. This was 100% their fault and they’re just telling me I’m screwed. It has been an absolute nightmare dealing with them. The first time I called, the guy just flat out said there’s nothing he can do to help. I asked to speak with a supervisor, but he said “don’t bother, they won’t be able to fix it either”. I insisted, so I was placed on hold for hours and no one ever answered. He eventually took my number and said a supervisor would call me back within 24 hrs. Well, are you surprised to hear that no one EVER called me back? I have wasted hours and hours of my life on the phone trying to get this resolved, and every time I call, they give me the run around, are rude to me, and/or blatantly lie to my face. They also STILL haven’t refunded my money from the drink packages and cabana they cancelled (1 month later and still waiting). STOP HOLDING MY MONEY HOSTAGE! The refund is not even in process yet and no one can give me an answer when I ask about it. It’s so infuriating. They have 100% lost us as customers forever. We sail in 2 weeks and I’m just trying not to let this ruin our vacation. I’m trying not to go into it with a sour attitude, but they have caused us so much stress, and they have shown no interest in trying to fix it or compensate us for their giant screw up. I have NEVER in my life seen such poor customer service. I don’t normally post things like this, but I don’t know what else to do other than warn people to stay away from this deceitful company. I sure hope this is an isolated incident and you all have had a problem-free experience with them, but unfortunately, I doubt that’s the case. If you have a similar experience, please share so we can warn others.
