Email for RCCL CEO please.

[Reina del Mar]

Please does anyone have email address for RCCL CEO ?

 

Our cruise for one grand suite and three balcony cabins has been changed from Allure to Wonder of the Seas. We spent a long time searching for adjacent cabins to allow baby sitting and balcony socialising. Only the grand suite has been allocated a new cabin so far..but that is in the middle of a bank of suite cabins. I don’t see the cruiseline upgrading the other three balcony cabins, and web site showing all suites sold out. 
 

Our travel agent has tried to sort this out several times but has been unsuccessful so far. Agent was promised our booking of suite plus three adjoining balconies , sandwiched between passenger cabin decks, would be honoured and to wait till they got back to her…I can’t even see a run of three balconies so looks like a cancellation might happen unless I can call in the ‘big guns’ to help sort this out.

[Biker19]

Mbayley@rccl.com

[not-enough-cruising]

20 minutes ago, Reina del Mar said:

Please does anyone have email address for RCCL CEO ?

 

Our cruise for one grand suite and three balcony cabins has been changed from Allure to Wonder of the Seas. We spent a long time searching for adjacent cabins to allow baby sitting and balcony socialising. Only the grand suite has been allocated a new cabin so far..but that is in the middle of a bank of suite cabins. I don’t see the cruiseline upgrading the other three balcony cabins, and web site showing all suites sold out. 
 

Our travel agent has tried to sort this out several times but has been unsuccessful so far. Agent was promised our booking of suite plus three adjoining balconies , sandwiched between passenger cabin decks, would be honoured and to wait till they got back to her…I can’t even see a run of three balconies so looks like a cancellation might happen unless I can call in the ‘big guns’ to help sort this out.

Of course the CEO is the logical next step for cabin selection <sarcasm>

[Reina del Mar]

Yes you may find it funny, but when you are dealing with eight people all stuck to specific dates, and you or your travel agent are getting no where with customer services, unavailable supervisor of manager, after holding on the phone for three hours…what would YOU do .

[firefly333]

26 minutes ago, Reina del Mar said:

Please does anyone have email address for RCCL CEO ?

 

Our cruise for one grand suite and three balcony cabins has been changed from Allure to Wonder of the Seas. We spent a long time searching for adjacent cabins to allow baby sitting and balcony socialising. Only the grand suite has been allocated a new cabin so far..but that is in the middle of a bank of suite cabins. I don’t see the cruiseline upgrading the other three balcony cabins, and web site showing all suites sold out. 
 

Our travel agent has tried to sort this out several times but has been unsuccessful so far. Agent was promised our booking of suite plus three adjoining balconies , sandwiched between passenger cabin decks, would be honoured and to wait till they got back to her…I can’t even see a run of three balconies so looks like a cancellation might happen unless I can call in the ‘big guns’ to help sort this out.

If you email him, he has underlings who answer emails.

 

When I had a issue my travel agent escalated the problem to resolutions and pursued it. Seems like this is a problem of a lazy travel agent who isnt pushing to get this resolved.

 

Dont expect anything by emailing someone who doesnt read the emails himself. This is a problem your ta should be taking on, not you going around the ta. Waste of time. Lots email that emailmfor all kinds of complaints. 

[firefly333]

1 minute ago, Reina del Mar said:

Yes you may find it funny, but when you are dealing with eight people all stuck to specific dates, and you or your travel agent are getting no where with customer services, unavailable supervisor of manager, after holding on the phone for three hours…what would YOU do .

I would be pushing my ta to escalate the problem. ..though mine would already be doing it. You used a ta, it's his issue, not yours. Once a ta books it .. it's in his hands. If you dont think he is capable .. get rid of him. 

[BirdTravels]

30 minutes ago, Reina del Mar said:

Please does anyone have email address for RCCL CEO ?

So,,,, you know that the RCCL CEO never, ever will look at his public-facing email. It gets routed to a minimum wage call center person would is authorized to send pre-defined, legally approved, responses to complaints. Thousands of emails are sent to those public facing email addresses every week.

[Reina del Mar]

My TA is more than capable and has already contacted the cruise line three times…, hanging onto the phone line for three hours and being fobbed off that they are still re allocating cabins.

 

It is my problem as this might be our only chance to cruise with this particular group!

[Reina del Mar]

3 minutes ago, BirdTravels said:

So,,,, you know that the RCCL CEO never, ever will look at his public-facing email. It gets routed to a minimum wage call center person would is authorized to send pre-defined, legally approved, responses to complaints. Thousands of emails are sent to those public facing email addresses every week.

So again…what would you do? 

[firefly333]

6 minutes ago, Reina del Mar said:

My TA is more than capable and has already contacted the cruise line three times…, hanging onto the phone line for three hours and being fobbed off that they are still re allocating cabins.

 

It is my problem as this might be our only chance to cruise with this particular group!

We get it that it's a problem for you. So has your ta escalated the problem to resolutions? If he doesnt get a resolution, your travel agent, not you has to escalate the problem. 

 

You emailed a generic email might make you feel better but you booked thru a ta .. only the ta can resolve this as he owns the booking. Rcl will do nothing for you. 

 

Ask your ta where it stands. If resolutions is working on it. Dont accept less than a specific answer from your ta ..if he says he cant .. demand he contact resolutions. Get a specific answer from your TA who owns the booking. Why are you accepting less? The answer you posted means he isnt doing anything. He should know when resolutions will have a answer. I cant isnt a answer.

Edited September 25, 2021 by firefly333

[HicksRA]

You will get a call from one of the agents that answer his email. 
They will professionally and politely tell you thanks for reaching out and to forget about any resolution. 

[Reina del Mar]

The cruiseline will speak to you, even if you have booked through an agent….if you ask nicely and explain your problem. Have needed to do this several times during the pandemic regarding cancelled cruises and was able to get the outcome we required without involving TA.

 

Whilst it seems we can secure refunds, it is not so easy to arrange re allocation of cabins due to RCCL re positioning ships.

[chucknmarilyn]

The problem is because there are no Grand Suites that are next to balconies. The suites (other than larger AQ suites) are on the upper decks. We have ran into the issue of being moved to a 1 BD GS instead of the original 2 BD GS. There are none of the latter.

[Reina del Mar]

Thank you for trying to explain…we found a grand suite  and adjacent three balconies on deck nine, but TA kept hitting a brick wall when trying to get them allocated; as they want to do suites first then balconies…it was a group booking, so you’d have thought they might do the re allocation altogether..but that needs brain cells!

[chucknmarilyn]

Hmmm. Maybe I missed it but I didn't see a GS on deck nine. 

 

[island lady]

1 hour ago, Reina del Mar said:

Yes you may find it funny, but when you are dealing with eight people all stuck to specific dates, and you or your travel agent are getting no where with customer services, unavailable supervisor of manager, after holding on the phone for three hours…what would YOU do .

 

Cancel. 

 

Indeed Wonder has an unusual deck plan.  The first ship to have a "suites" neighborhood.  RCI and your TA cannot change the deck plans, they are already

set in place.  

 

I had a GS on deck nine.  Mine then of course went to deck 17 where ALL GS cabins are located.  Deck 17 GS cabins...higher cabins on deck 18.  Only the Aqua Theater suites are on various other decks...all the way aft of course.  

 

Sorry this messed up your plans, but you can indeed cancel and get a full refund.  Perhaps try another ship.  

 

Many of us have had cancelled cruises (Me I have had 26 cancelled cruises).  I simply pick up and try again.  Good luck in whatever you do.  

 

 

 

 

 

 

 

 

Edited September 25, 2021 by island lady

[Iamcruzin]

57 minutes ago, Reina del Mar said:

Yes you may find it funny, but when you are dealing with eight people all stuck to specific dates, and you or your travel agent are getting no where with customer services, unavailable supervisor of manager, after holding on the phone for three hours…what would YOU do .

Since you booked with a TA they won't talk to you. Had you booked directly you could have elevated it yourself although it would have taken a lot of your own time at least you would be only fighting for yourself. The TA probably has more than one client in some type of situation and the CEO has bigger fish to fry. If you threaten to cancel and never sail with them again they wouldn't care and just sell your rooms to someone else.

[Iamcruzin]

55 minutes ago, firefly333 said:

We get it that it's a problem for you. So has your ta escalated the problem to resolutions? If he doesnt get a resolution, your travel agent, not you has to escalate the problem. 

 

You emailed a generic email might make you feel better but you booked thru a ta .. only the ta can resolve this as he owns the booking. Rcl will do nothing for you. 

 

Ask your ta where it stands. If resolutions is working on it. Dont accept less than a specific answer from your ta ..if he says he cant .. demand he contact resolutions. Get a specific answer from your TA who owns the booking. Why are you accepting less? The answer you posted means he isnt doing anything. He should know when resolutions will have a answer. I cant isnt a answer.

Good advise 

[Reina del Mar]

Thanks for suggestion to cancel. We are eight people with vastly different schedules. We booked this,  way ahead of time to choose the cabins we required. We cannot seem to get same group of cabins for 2022, so it would mean missing another year for a family cruise to have a chance of adjacent cabins. We have a few cruises booked for husband and self as our schedule is more flexible.

I appreciate there are worse problems to have but this could have been avoided if someone in reallocations read that it was a group booking!

[RG306]

I get why OP is frustrated.  I'm certainly more particular with group sailings than I am when it's just the hubby and I sailing.  I'm grateful in that in the slew of cancellations and rebookings I've only had to manage bookings for us and not our usual groups of 8-16 people.  I sympathize, I'm not sure OP will get the resolution they're seeking but they might get offered some OBC to soften the blow. I agree with others that the TA should be fighting the battle and working to have cabins moved. Good luck.

[Iamcruzin]

24 minutes ago, island lady said:

 

Cancel. 

 

Indeed Wonder has an unusual deck plan.  The first ship to have a "suites" neighborhood.  RCI and your TA cannot change the deck plans, they are already

set in place.  

 

I had a GS on deck nine.  Mine then of course went to deck 17 where ALL GS cabins are located.  Deck 17 GS cabins...higher cabins on deck 18.  Only the Aqua Theater suites are on various other decks...all the way aft of course.  

 

Sorry this messed up your plans, but you can indeed cancel and get a full refund.  Perhaps try another ship.  

 

Many of us have had cancelled cruises (Me I have had 26 cancelled cruises).  I simply pick up and try again.  Good luck in whatever you do.  

 

 

 

 

 

 

 

 

What I find amazing is that you have figured this out but the TA hasn't.

[island lady]

8 minutes ago, Reina del Mar said:

Thanks for suggestion to cancel. We are eight people with vastly different schedules. We booked this,  way ahead of time to choose the cabins we required. We cannot seem to get same group of cabins for 2022, so it would mean missing another year for a family cruise to have a chance of adjacent cabins. We have a few cruises booked for husband and self as our schedule is more flexible.

I appreciate there are worse problems to have but this could have been avoided if someone in reallocations read that it was a group booking!

 

What do expect them to do?   The GS cabins are all on deck 17...and GS cabins only.  There are NO adjacent balcony cabins next to them.  It does not exist on Wonder.  

 

If you want that situation...you will have to book a different ship. 

 

 

[island lady]

4 minutes ago, Iamcruzin said:

What I find amazing is that you have figured this out but the TA hasn't.

 

LOL...ya think?  😉 

[Jerseygirl1416]

53 minutes ago, Reina del Mar said:

Thank you for trying to explain…we found a grand suite  and adjacent three balconies on deck nine, but TA kept hitting a brick wall when trying to get them allocated; as they want to do suites first then balconies…it was a group booking, so you’d have thought they might do the re allocation altogether..but that needs brain cells!

I agree that this a crappy situation to be in but you need to look at the deck plans yourself. The only suites that are on lower decks mixed in with balcony rooms adjacent are Junior Suites. Maybe you could downgrade the GS to the JS and open up more deck possibilities for your group. If you keep the GS it is impossible to have balcony cabins on the same deck. Good luck though.

[RG306]

54 minutes ago, Reina del Mar said:

Thank you for trying to explain…we found a grand suite  and adjacent three balconies on deck nine, but TA kept hitting a brick wall when trying to get them allocated; as they want to do suites first then balconies…it was a group booking, so you’d have thought they might do the re allocation altogether..but that needs brain cells!

There's no grand suite on deck 9, only aqua theatre and juniors. you could possibly downgrade to a junior and get adjacent balconies?