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Disappointed with customer service

msublonde1

By msublonde1,
in Royal Caribbean International

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msublonde1

msublonde1

Posted
Posted

This is our first RC cruise. Earlier this afternoon I posted my excitement about upgrading to a Grand Suite on Liberty. The sales rep who processed my change said internet for suites was complimentary-(I felt that it didn't seem right). I asked if that was true, and was re-affirmed that it was. HUGE savings to upgrade! My original booking was made during the Cyber Monday deal on junior suite, receiving $300 in on board credit. Note: this was the only suite available, so I booked it since it had some of the perks we wanted. I called a couple of weeks ago inquiring about an upgrade, but nothing fit out needs. I called again today and the grand suites were available, so we chose to upgrade, excited about the RC's rep for free internet, knowing that we were giving up our OBC due to the change in promos. We thought it was a fair exchange...... but then I saw the response on here that that it was not included in the suites. It was time to make a call!

I've spent almost 2 hours on the phone this afternoon with customer service. There's nothing they can do. They have asked and the ONLY thing they can offer us is to return us to our original room and restore our OBC-essentially as if I never asked and paid for the upgrade. The rep miss-spoke, which was verified by the supervisor.

Should I go back and keep my JS? I was excited about the GS perks. SO disappointed in RC right now that they couldn't do anything.

We've sailed a LOT on Carnival, 2 NCL's and our most recent sailings have been DCL (which were WONDERFUL!!!). Very excited to try RCL. Hoping we aren't disappointed! Should we stay or go back to our original room or just cancel?

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ColoradoGurl

ColoradoGurl

Posted
Posted (edited)

I would cancel the upgrade on principle. Especially since the reason you upgraded was because you thought you were trading perks, which you now can't have. Hopefully you can get another customer service rep who is willing to restore you to your original deal; I'm surprised they actually offered that option in the first place instead of charging you the current rates.

 

 

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Edited by ColoradoGurl
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msublonde1

msublonde1

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  • Author
Posted
If you like to drink you will get cocktail hour from 5-8:30 every evening. You will also get a few other perks. I think it was worth it. If final payment hasn't been made yet, you could transfer to a TA and get perks!

 

 

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Thank you! Tell me more about the perks....especially the free drinks!

Final payment was weeks ago. I booked it and then final payment was due about a week later. what is the advantage of using a TA (for future reference).

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luvscruising2007

luvscruising2007

Posted
Posted

If I understand you correctly, you lost $300 in OBC, paid $367 to upgrade and the WIFI is a wash because you have to pay no matter which cabin you are in.

Only you can decide if $667 is worth the upgrade.

Other than free drinks during happy hour are there other perks that are worth the change?

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Colorado Babe

Colorado Babe

Posted
Posted (edited)

Larger cabin, larger balcony, suite party, priority check in, tenders, private beach depending where your going, complimentary fruit bowl in stateroom, upgraded amenities, special seats in theater and ice shows...

 

 

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Edited by Colorado Babe
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flexsmom

flexsmom

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Posted

I don't know how long your cruise is - but you've basically paid $220pp to upgrade for the duration of your cruise for the perks.

 

My last RCCL was a Grand Suite on the Liberty with my two kids and it was well worth it, in my opinion. The stateroom space alone made it worthwhile for us, but access to the Concierge lounge, complimentary drinks each evening, and the benefits of room service from the primary dining rooms pushed it over the edge, not to mention the priority seating on the pool deck which was really helpful once or twice. Every now and then one or more of us will decide to skip dinner out, but having a "nice" meal in the stateroom was great. We enjoyed spending an hour or so in the lounge each evening for snacks and drinks as a family before either heading to dinner or going our separate ways for various events.

 

We had cruised in an Owner's Suite with four of us before that, so were familiar with the benefits and that's why I selected the GS for the three of us on our next cruise. Only you can decide if the per person per day cost is worth it for those benefits. Good luck with your decision!

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troykahack

troykahack

Posted
Posted
Thank you! Tell me more about the perks....especially the free drinks!

Final payment was weeks ago. I booked it and then final payment was due about a week later. what is the advantage of using a TA (for future reference).

 

In addition to what has been stated here already, good coffee in the CL in AM and nice Continental Breakast as well as access to the Concierge.

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Grandma Dazzles

Grandma Dazzles

Posted
Posted
Thank you! Tell me more about the perks....especially the free drinks!

Final payment was weeks ago. I booked it and then final payment was due about a week later. what is the advantage of using a TA (for future reference).

 

One thing I am not understanding is how you could want to upgrade to a different cabin - a big upgrade to a grand suite and keep checking, and not know what comes with a suite!

 

I think most people would have checked that out first before calling to upgrade. A junior suite is not a true suite in terms of perks, and therefore you are really talking about a lot of differences between the cabins.

 

Grand suite has numerous perks, as many have pointed out. I think only you can decide how important Internet is to you. Don't forget you can find Internet when in port, if you don't want to pay the ship's price. To many of us staying on line all the time isn't that important.

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Coralc

Coralc

Posted
Posted
350 plus days a year at home with the internet. Skip it for a week and enjoy sailing the seas.

 

JoeRum

 

Internet appears to be very important to many. We don't pay for it or use it onboard. We sometimes check at ports, but it really isn't important to us when we are on vacation.

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Desert Cruizers

Desert Cruizers

Posted
Posted

Speaking for myself, I will not pay for internet on board. I don't really need to read my emails which can wait until we are home. I notify our friends that we will be gone and to please hold their emails. I will utilize the internet during our time at the hotel if I wish to but am to busy enjoying our cruise and meeting people.:) I realize many want to have access to their emails and that is fine.

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rusty nut

rusty nut

Posted
Posted
350 plus days a year at home with the internet. Skip it for a week and enjoy sailing the seas.

 

JoeRum

I'm with you on this. I truly don't understand the need/desire for interest on a cruise.

 

Sent from my SM-G935V using Forums mobile app

 

Internet appears to be very important to many. We don't pay for it or use it onboard. We sometimes check at ports, but it really isn't important to us when we are on vacation.

 

This. I go on vacation, especially cruises, to GET AWAY from wifi. So tired of our connected society. Relax. Enjoy your vacation.

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breeze123

breeze123

Posted
Posted

The size of the GS alone is worth it for us. I hate feeling like we are on top of one another for a week. We also like the special seating for shows (no need to rush to get there), drinks in the lounge, priority boarding and access to the concierge for anything we need. The perks are worth it.

 

We do use the internet onboard. My husband is self employed and the only employee so he needs to check in often. We also like the ease of keeping in touch with one another during the day. I may go off to read while Dh is at the casino and DD is doing a scavenger hunt. I know folks says "just set a time to meet!" or "leave a note in the room!" but this is what we feel works best for us.

 

 

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Snit13

Snit13

Posted
Posted

Not familiar with this ship. I have sailed in Grand Suite 2 times on Jewel and would take GS any day of the week over JS. You need to go to RCCL web site and view the perks that go with a GS. In my humble opinion they far outweigh any internet access.

 

Just returned from Oasis cruise and never went near a computer and turned phones off as we were on vacation. What happens at home, can stay at home until we return.

 

If I were a business person, I might have a different opinion.

 

Enjoy your GS perks, especially free drinks.

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msublonde1

msublonde1

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I don't know how long your cruise is - but you've basically paid $220pp to upgrade for the duration of your cruise for the perks.

 

My last RCCL was a Grand Suite on the Liberty with my two kids and it was well worth it, in my opinion. The stateroom space alone made it worthwhile for us, but access to the Concierge lounge, complimentary drinks each evening, and the benefits of room service from the primary dining rooms pushed it over the edge, not to mention the priority seating on the pool deck which was really helpful once or twice. Every now and then one or more of us will decide to skip dinner out, but having a "nice" meal in the stateroom was great. We enjoyed spending an hour or so in the lounge each evening for snacks and drinks as a family before either heading to dinner or going our separate ways for various events.

 

We had cruised in an Owner's Suite with four of us before that, so were familiar with the benefits and that's why I selected the GS for the three of us on our next cruise. Only you can decide if the per person per day cost is worth it for those benefits. Good luck with your decision!

Thank you! This is the mommy-perspective I was hoping for. We've had bigger rooms on past ships and enjoy the space. It's not a big of a deal when its just the two of us.

Trust me-I did the research before booking. The RC EMPLOYEE was the one who mentioned the free internet. I questioned this TWICE before booking the upgrade. The employee was contacted by a supervisor and, indeed, gave out the wrong information. I felt I did my due diligence in asking all the right questions. I pushed it with customer service because I felt that because their employee miss-spoke, perhaps they could do something about it-ie any OBC that I lost in the switch to the upgrade.

I agree on in-plugging that week. We've always just checked internet while in port, when it was cheaper. It's never been a huge issue for us. Again-this was offered by the RCL employee, so I got a little excited about that!

Super excited about not having to fight for seats. I've heard that it can get a little nutty for some of the shows. That's another huge benefit for us.

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moesyk4

moesyk4

Posted
Posted

We had a really bad experience with RCCL customer service a couple of years ago...we had booked during a kids sail free promo and also a wow sale so I thnk we got an additional $100 in OBC as well. We booked the family oceanview with nice sleeping areas....8200 I believe? on a b2b on the Liberty of the seas. We transferred our booking to a TA to get their perks a couple of weeks later.

When I checked our bill with the TA a couple of days later, it was much, much higher than we had paid and showed no OBC. Confirmed with the TA that it was how RCCL had transferred it...basically they had taken away all of our promos (KSF) and put us in the current promo at the time of transfer.

It took hours and hours and hours on the phone with them to get it figured out. The KSF wasn't too bad....once they confirmed it was a valid sale it just took a long time for them to transfer it back (with their stupid 2 separate reservations for rooms that have over 4 people).

The hard one was the OBC...they just would not believe that we had gotten it. After awhile, I had wasted way too much time arguing with them, but it was on principle at that point. I had all my original booking documents showing the OBC with the date, etc. but they wouldn't give us the stupid credit! Thanks to this board, I was finally able to find the original "flyer" for the WOW sale that showed the exact dates and they begrudgingly let it go.

 

After all that, I was so fed up that we ended up cancelling the cruise and having an amazing time with NCL.

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Big_G

Big_G

Posted
Posted
We had a really bad experience with RCCL customer service a couple of years ago...we had booked during a kids sail free promo and also a wow sale so I thnk we got an additional $100 in OBC as well. We booked the family oceanview with nice sleeping areas....8200 I believe? on a b2b on the Liberty of the seas. We transferred our booking to a TA to get their perks a couple of weeks later.

When I checked our bill with the TA a couple of days later, it was much, much higher than we had paid and showed no OBC. Confirmed with the TA that it was how RCCL had transferred it...basically they had taken away all of our promos (KSF) and put us in the current promo at the time of transfer.

It took hours and hours and hours on the phone with them to get it figured out. The KSF wasn't too bad....once they confirmed it was a valid sale it just took a long time for them to transfer it back (with their stupid 2 separate reservations for rooms that have over 4 people).

The hard one was the OBC...they just would not believe that we had gotten it. After awhile, I had wasted way too much time arguing with them, but it was on principle at that point. I had all my original booking documents showing the OBC with the date, etc. but they wouldn't give us the stupid credit! Thanks to this board, I was finally able to find the original "flyer" for the WOW sale that showed the exact dates and they begrudgingly let it go.

 

After all that, I was so fed up that we ended up cancelling the cruise and having an amazing time with NCL.

 

Did you rule out that this may have been the fault of the TA?

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