Guaranteed cabin and rci have downgraded us

[cruisinfanatic]

4 hours ago, little britain said:

There are always no shows at the pier.

Get on board ASAP and go straight to guest relations and make sure they are aware, so they can reallocate you if a room is vacant.  Keep revisiting during the day just so they don’t forget your faces.....although they won’t be able to reallocate until final manifest 90 mins before sailing. 

Good luck. 

Yes, but they just don't give those cabins away because these "no shows" could embark at the next port

[Milwaukee Eight]

11 hours ago, Ourusualbeach said:

Your travel agent should be the one on the phone with Royal trying to get you a better cabin.  Guaranteed that people who booked after you got a balcony.  as far as I'm concerned the last person to book a balcony should be the one that gets downgraded whether or not you booked a guarantee.  Definitely more compensation is deserved.

I didn’t think an Ocean View cabin had a balcony. We were in an Ocean View on Majesty a while back and the porthole window was nearly useless as it was almost to dirty to see anything. 

[Ourusualbeach]

7 minutes ago, Milwaukee Eight said:

I didn’t think an Ocean View cabin had a balcony. We were in an Ocean View on Majesty a while back and the porthole window was nearly useless as it was almost to dirty to see anything. 

Yes, I know and corrected that a couple of posts later.

[nelblu]

17 hours ago, Suemorganrose said:

We booked our cruise as a guaranteed ocean view last October, we hadn't been assigned our cabin but we didn't worry as we had read it could happen right up until departure day. It is now 2 day before cruise and we had a message from travel agent saying rci have overbooked and they have downgraded us to interior room and are refunding us £100pp (which was the difference in price) and will give us $300obc which isn't much use to us as already purchased drinks package and shore excursions. We are fuming and upset, this is our 1st cruise and a couple of nights before going we are trying to make phone calls to get answers instead of getting excited about our trip and packing for it. Anyone else experienced this or can give us advice on what to do

To the Op, I feel for you. 

 

I have a nice experience with a booked a balcony guarantee for our August 29 Anthem cruise.  Could have transferred it to my TA, but for $100 in OBC I did not think that it was worth it.  Also, in my mind the thought was that since I booked directly with RCL I would stand a chance of getting a decent room. 

 

When I made the final payment this week, I asked the agent when will I get the cabin assignment.  He told me that it was already assigned as balcony cabin # 12302.  A bit  far from the elevators, but a great location not too far from the CL which as D+ I will make good use of it, unless RCL changes the rules.  Don't know if it was because I stayed with RCL--will never know.

 

PS.  I went back to my cruise planner and cabin # does not show up unless you click on the "view more details" line.

[fscool]

:  12 hours ago, travelplus said:

Its a breach of contract. Their website and Travel Agents advertise that by booking Guarantee Staterooms"We chose the cabin and your cabin assignment will be in the same or higher category booked and assigned up until sailing".  The point of Guarantee cabin  is to save money in return for the cruiseline assigning the cabin.

They cannot downgrade someone booked in a category simply put Guarantee  is the category guarantee. Royal may wish to downgrade others who booked after you. 

11 hours ago, Ourusualbeach said:

They can.  Read the cruise ticket contract item 6.

 

https://www.royalcaribbean.com/content/dam/royal/resources/pdf/cruise-ticket-contract.pdf

 

It doesn’t mean that it’s right or that they shouldn’t offer better compensation but they are absolutely within their legal right.

 

I am not sure if RCL markets the guarantee cabin to say that you get your cabin in at least the same category or not, but if they do, then isn't this "bait and switch"?  They market it one way but the cruise terms and conditions indicate something different?  

[Ourusualbeach]

2 minutes ago, fscool said:

 

 

I am not sure if RCL markets the guarantee cabin to say that you get your cabin in at least the same category or not, but if they do, then isn't this "bait and switch"?  They market it one way but the cruise terms and conditions indicate something different?  

Bait and switch is if they do it on purpose.  This happens very infrequently.

Edited May 23, 2019 by Ourusualbeach

[Judyrem]

17 hours ago, Suemorganrose said:

We booked our cruise as a guaranteed ocean view last October, we hadn't been assigned our cabin but we didn't worry as we had read it could happen right up until departure day. It is now 2 day before cruise and we had a message from travel agent saying rci have overbooked and they have downgraded us to interior room and are refunding us £100pp (which was the difference in price) and will give us $300obc which isn't much use to us as already purchased drinks package and shore excursions. We are fuming and upset, this is our 1st cruise and a couple of nights before going we are trying to make phone calls to get answers instead of getting excited about our trip and packing for it. Anyone else experienced this or can give us advice on what to do

I would be livid and would not stop complaining until I reached someone who could DO SOMETHING.

I had a major issue with Apple and was as tenacious as a bulldog😬.  I received a set of 160$ Airpods for my "inconvenience".

 

Remember "squeaky wheel"!😉

[ryano]

200.00 

12 hours ago, Ourusualbeach said:

 

Royal did something similar for us 2 years ago.  We had 2 boardwalk balconies side by side.  They offered us a full refund of both cabins excluding the taxes if we would move to one cabin. 

 

Wow!  If they will refund my full cruise fare minus taxes and fees I will GLADLY give up my first EVER oceanview balcony and go to an inside!  LOL

[Ourusualbeach]

8 minutes ago, ryano said:

200.00 

 

Wow!  If they will refund my full cruise fare minus taxes and fees I will GLADLY give up my first EVER oceanview balcony and go to an inside!  LOL

Yep, $5000 bought a whole lot of togetherness. It east bad as my mom was travelling solo with us so my daughter bunked in her cabin southern ended up being just 3 of us. They let us keep the $400 in OBC from each cabin as well. 

[John Reid]

12 hours ago, Retired LEO said:

The only phone call you need to make is to your TA. It is their job to make it right for you. Whoever booked the last ocean view should be switching cabins with you.

 

Just in case, if your OBC is refundable, then it's cash back if you don't use it. If it is non-refundable, you can "money launder" it through the casino for 5% and get $285 back.

 

2 hours ago, cruisinfanatic said:

You have $400 now. Sure that is compensation

 

The refund on the cabin is not compensation; it is the difference in price of the two guarantees.

Go Shen Stallions.

[Homosassa]

Unfortunately, you rolled the dice with a guaranteed cabin (oceanview) and have come up snake eyes.

 

Guaranteed cabins have the lowest priority in cabin assignments in which cabin you may receive.  If someone pays a higher fare ( that is, paids the fare to select their cabin at booking), it doesn't matter if they booked the oceanview cabin after you, they have that cabin. So, no, a full fare passenger will not be downgraded to accommodate your earlier booking. It can also very well be that people who booked an oceanview cabin guaranteed  after you will not even be cruising as they can not be assigned a cabin (Yes, it happens). 

 

It does look like you have also  run into the situation where the ship is overbooked. In that case, the cruise line only few options: cancel you totally or place you in a cabin somewhere in the ship if possible. As mentioned by a previous poster, read section six of your cruise contract (the cabin is your "lodging).

 

It is only two (one) day before sailing. Yell and scream all you want, but if there are no other cabins available, there are no other cabins.  The cruise line has refunded the price difference at the time of your booking between your oceanview guarantee and inside cabin guaranteed and also given you some onboard credit.

 

Read your terms and conditions  (contract). They can do it.

 

It also doesn't matter what experiences people have had on other cruise lines or even previous cruises on RCCL. You are dealing with the situation on this cruise and only this cruise.

 

So, lesson learned about cruising (on any cruise line). Do not book a guaranteed cabin unless you will be happy with the poorest cabin in that category or a "higher" category cabin. Just be aware that the cruise line's definition of a higher category may not match your idea of a better cabin.

 

So now the choice is up to you on how enjoyable the cruise will be. Do you stew and pout for the entire cruise or do you go with the situation and enjoy your first cruise?  You decide.

Edited May 23, 2019 by Homosassa

[crilski]

I agree there is the possibility of no shows.  I also agree that they will wait until the first port to know if they are 'real' no shows.  Once I had to wait until after the first port, and then I was able to move.  I was in a guarantee inside -(noise noise noise 24/7) and moved to a QUIET larger inside.  Good Luck.

 

After that experience - never another guarantee  . . . .

[legaljen1969]

13 hours ago, Ourusualbeach said:

They can.  Read the cruise ticket contract item 6.

 

https://www.royalcaribbean.com/content/dam/royal/resources/pdf/cruise-ticket-contract.pdf

 

It doesn’t mean that it’s right or that they shouldn’t offer better compensation but they are absolutely within their legal right.

What is the point of booking a "guarantee" if you aren't "guaranteed" what you pay for??  That's the lowest of low for Royal (or any other carrier).

[Biker19]

Just now, legaljen1969 said:

What is the point of booking a "guarantee" if you aren't "guaranteed" what you pay for??  That's the lowest of low for Royal (or any other carrier).

People get bumped from flights all the time, quite a bit less on cruises but it does happen. Like on flights where people get bumped, someone will jump at some level of compensation - the problem with cruises is that there doesn't seem to be some known or predictable pattern or level of compensation (probably due to the rarity). The OP's offer was probably at the low end.

[Ourusualbeach]

3 minutes ago, legaljen1969 said:

What is the point of booking a "guarantee" if you aren't "guaranteed" what you pay for??  That's the lowest of low for Royal (or any other carrier).

It rarely happens.  nothing to do with it being a guarantee as it has happened to people that have booked an actual cabin as well.

[Clarea]

2 minutes ago, legaljen1969 said:

What is the point of booking a "guarantee" if you aren't "guaranteed" what you pay for??  That's the lowest of low for Royal (or any other carrier).

 

As Ken pointed out, while it's within Royal's legal right to downgrade anyone (not just guarantees), this occurs very rarely, and Royal has compensated those that have reported the downgrade here on CC. 

 

It's not just guarantees that get changed, any other booking can get changed. No one has a 100% chance of no changes, up to and including the entire cruise being cancelled.

[Ourusualbeach]

1 hour ago, John Reid said:

 

 

 

The refund on the cabin is not compensation; it is the difference in price of the two guarantees.

Go Shen Stallions.

Reread the OP's post.  they received 100 pounds for the difference in price of the cabin AND $300 in obc as compensation.

[fscool]

13 minutes ago, Host Clarea said:

 

As Ken pointed out, while it's within Royal's legal right to downgrade anyone (not just guarantees), this occurs very rarely, and Royal has compensated those that have reported the downgrade here on CC. 

 

It's not just guarantees that get changed, any other booking can get changed. No one has a 100% chance of no changes, up to and including the entire cruise being cancelled.

 

Is there wording anywhere that truly explains what the Guarantee option means?  I understand what RCL is saying on the T&Cs.  The T&Cs are clear and if the Guarantee only means that you are guaranteed a cabin then that is fine too.  But if the Guarantee states that you stay in the same category then that is a different matter.

[MightyMike]

16 minutes ago, legaljen1969 said:

What is the point of booking a "guarantee" if you aren't "guaranteed" what you pay for??  That's the lowest of low for Royal (or any other carrier).

 

Totally agree. The OP purchased a guarantee and received a standby. That's low.

 

Please let us know how this all turned out when you get back home. 

 

This is a horrible way for Royal Caribbean to treat a first-time customer. For their sake and yours, I hope that a mutually beneficial resolution is reached before embarkation. 

[Clarea]

4 minutes ago, fscool said:

 

Is there wording anywhere that truly explains what the Guarantee option means?  I understand what RCL is saying on the T&Cs.  The T&Cs are clear and if the Guarantee only means that you are guaranteed a cabin then that is fine too.  But if the Guarantee states that you stay in the same category then that is a different matter.

 

I've not seen any T&Cs regarding guarantees.  However, I would expect that the cruise contract supercedes any general policy guidelines, and the cruise contract basically gives Royal the right to do pretty much anything they want with the booking.

[Ourusualbeach]

5 minutes ago, fscool said:

 

Is there wording anywhere that truly explains what the Guarantee option means?  I understand what RCL is saying on the T&Cs.  The T&Cs are clear and if the Guarantee only means that you are guaranteed a cabin then that is fine too.  But if the Guarantee states that you stay in the same category then that is a different matter.

Yes a guarantee means that you get a cabin in that category but as has been explained this happens so infrequently and also happens to people who have booked a specific stateroom.  It is not a specific issue to guarantees

[fscool]

Interesting, and good information to know.  I guess like a previous poster stated, it is like booking flights.  If you book a flight but don't have an assigned seat when you check in you are more likely at risk of being bumped.  If you have an assigned seat there is less risk of being bumped but it could still happen.  

[Mikew0805]

It's amazing what some people will put up with. 

Edited May 23, 2019 by Mikew0805

[Mdepfl]

Lousy of RCI, who I love BTW. 

 

I don’t care WHAT’S on page 27 of some pdf buried online, when you book a guarantee that says “guarantee this category or higher” not delivering it is deception.  Overbooking is greed and mismanagement with a cost the carrier accepts. 

 

I call BS. 

[Clarea]

7 minutes ago, Mdepfl said:

Lousy of RCI, who I love BTW. 

 

I don’t care WHAT’S on page 27 of some pdf buried online, when you book a guarantee that says “guarantee this category or higher” not delivering it is deception.  Overbooking is greed and mismanagement with a cost the carrier accepts. 

 

I call BS. 

 

Totally agree, not good customer service.  But still within the cruise line's right to do it.