Booked Haven Suite on Epic - so angry before even leaving

[ASD19001]

We booked a Haven suite on the NCL Epic over a year ago along with excursions and other extras.  This is rather expensive, but we have been saving for a while to make it happen.  Our room sleeps 6 and we are traveling with a group of 5 adults. 

 

Everything is paid in full, and we are set to sail this week.  Then we get a letter saying that the sports area and one of the clubs will be closed for renovations during our sailing.  I know these things happen but still pretty annoying as these were things we were looking forward to using and were promised when we were being sold on the trip.  So that was annoying but not going to let it ruin the trip. 

 

THEN, we get a phone call today saying that the sofa bed in our room is broken and can only be replaced with a normal sofa (does not open to a bed), so our room that we were told would sleep 6 now only sleeps 4.    They said there are no other Haven rooms available, and they can't (or won't) move a sofa bed from another room even if there is a room that has 4 or less people who wouldn't need the sofa bed.  Also, interesting that they say there are no other rooms BUT they keep sending me "reminders" that I can bid (pay extra money) to upgrade our room to the next higher tier of Haven room.  

 

They offered to give us a balcony room (not in the Haven) for the person who would have been sleeping on the sofa bed and that's all they will do.  So, they are asking me to somehow choose one person from our group to get kicked out of the Haven and sent down to a regular room even though they paid for the Haven just like the rest of the group.  They would not give any discount or money back even though this person would basically be getting downgraded.  They would be in a room by themself while the rest of the group is up in the Haven enjoying all the extra amenities we all paid for.  They specifically said the butler service would not go down to the balcony room. 

 

I was very angry, and I do hate getting upset with the guy on the phone who had the job of calling us with the bad news as it's not his fault personally, but he insisted there was nothing more they could do.      

Edited July 26, 2022 by ASD19001

[Travelicious]

Other than the butler, won't the person in the balcony room still get Haven perks?  Personally, I'd probably rather be in a balcony room by myself than sharing one cabin with 4 other people.  

[VonChap]

Ask if the person who will sleep in the balcony room will be able to eat in the Haven restaurant, use the Haven pool, have a key card to visit your group in your cabin.  If so, I would take the balcony and only store my luggage and sleep there 

[SeaShark]

9 minutes ago, ASD19001 said:

We booked a Haven suite on the NCL Epic over a year ago along with excursions and other extras.  This is rather expensive, but we have been saving for a while to make it happen.  Our room sleeps 6 and we are traveling with a group of 5 adults. 

 

Everything is paid in full, and we are set to sail this week.  Then we get a letter saying that the sports area and one of the clubs will be closed for renovations during our sailing.  I know these things happen but still pretty annoying as these were things we were looking forward to using and were promised when we were being sold on the trip.  So that was annoying but not going to let it ruin the trip. 

 

THEN, we get a phone call today saying that the sofa bed in our room is broken and can only be replaced with a normal sofa (does not open to a bed), so our room that we were told would sleep 6 now only sleeps 4.    They said there are no other Haven rooms available, and they can't (or won't) move a sofa bed from another room even if there is a room that has 4 or less people who wouldn't need the sofa bed.  Also, interesting that they say there are no other rooms BUT they keep sending me "reminders" that I can bid (pay extra money) to upgrade our room to the next higher tier of Haven room.  

 

They offered to give us a balcony room (not in the Haven) for the person who would have been sleeping on the sofa bed and that's all they will do.  So, they are asking me to somehow choose one person from our group to get kicked out of the Haven and sent down to a regular room even though they paid for the Haven just like the rest of the group.  They would not give any discount or money back even though this person would basically be getting downgraded.  They would be in a room by themself while the rest of the group is up in the Haven enjoying all the extra amenities we all paid for.  They specifically said the butler service would not go down to the balcony room. 

 

I was very angry, and I do hate getting upset with the guy on the phone who had the job of calling us with the bad news as it's not his fault personally, but he insisted there was nothing more they could do.      

 

Welcome to Cruise Critic. Sorry that it took something like this to make you join.

 

You've stated your situation well...what is it that you would like us to do to assist you?

[ASD19001]

Yes, they can access the Haven but have to go up and down the elevators to / from their room all the time.  This is a family trip and we paid for the larger room so we can all be together.  How can it be ok to have your room downgraded but not be offered any refund or compensation at all?  How is ok for them to take this person's money and then not give what they paid for?  Am I really supposed to just be ok with that?  

[ASD19001]

Just wanted to see if anyone else had similar experiences or could offer advice on how to handle the situation.  This is a place for reviews, so I'm sharing my experience for other people to know how NCL operates.  Again, I know these things happen and I'm sure they didn't do it on purpose, but they also did not offer any kind of discount or refund for the person being downgraded.  People who are considering NCL should know it is very possible you will not be given what you are promised or paid for, and they don't care.

[patch216]

Can’t they bring in a cot?

[GeezerCouple]

15 minutes ago, ASD19001 said:

Yes, they can access the Haven but have to go up and down the elevators to / from their room all the time.  This is a family trip and we paid for the larger room so we can all be together.  How can it be ok to have your room downgraded but not be offered any refund or compensation at all?  How is ok for them to take this person's money and then not give what they paid for?  Am I really supposed to just be ok with that?  

 

 

"up and down the elevators to / from their room all the time"

Huh?

 

They can use the Haven suite just the same as they would have done, except that now your group has a separate balcony cabin for extra space and sleeping!

You may prefer to be more crowded and together, but it's only for sleeping that someone needs to go "up and down", and then come back again in the morning.

Perhaps you could, once on board, arrange for complimentary full breakfast room service.  Won't be as special as what the Butler can serve, but at least it will be "at your side when you wake up", etc. 

 

If we had a crowded Haven Suite, we'd take an "offer" like that in an instant.
We'd even pay extra...

 

Or please explain why that person needs to be trekking up and down/back and forth all day, every day to the extra sleeping space?

 

Except for the actual bed, they'd still have access to the exact same Haven Suite while they are awake.

And perhaps someone else would like to share the separate cabin so there is even less crowding.

 

Given all the complaints about how little NCL has done when a Haven toilet wasn't working, this seems terrific.

IF there is some specific reason why this can't work for your group, it would help the others here if you could explain that.

 

GC

[mjkacmom]

Can’t you just pretend that couch opens up into a sleeper during the day and use the suite exactly as you would’ve if the original couch was there? The only difference is that instead of sleeping on a sofa bed, folks are getting real beds and another bathroom. There is no reason why folks are being forced up and down stairs, they can stay in the suite and just use the balcony for sleeping. I’d be thrilled (my family of 7 squeezes into 2 balconies).

[Two Wheels Only]

35 minutes ago, ASD19001 said:

Also, interesting that they say there are no other rooms BUT they keep sending me "reminders" that I can bid (pay extra money) to upgrade our room to the next higher tier of Haven room.  

 

I don't think that those higher staterooms in the Haven sleep 5/6. 

Also, was it supposed to be 1 person sleeping on the sofa bed or was it 2?

 

4 minutes ago, GeezerCouple said:

They can use the Haven suite just the same as they would have done, except that now your group has a separate balcony cabin for extra space and sleeping!

 

That's what I was thinking but we don't know the age/physical condition of the adults. 

[LGW59]

24 minutes ago, ASD19001 said:

Just wanted to see if anyone else had similar experiences or could offer advice on how to handle the situation.  This is a place for reviews, so I'm sharing my experience for other people to know how NCL operates.  Again, I know these things happen and I'm sure they didn't do it on purpose, but they also did not offer any kind of discount or refund for the person being downgraded.  People who are considering NCL should know it is very possible you will not be given what you are promised or paid for, and they don't care.

I get that you are upset about this and most would be initially as well.  But what you have shared that NCL has offered as a solution really seems reasonable to me, all things considered.  Although you lose the sleeper sofa and spending such quality time together with the family all in the cabin, the trade off to me is a win-win and I’d jump at the chance to be the one that gets the solo balcony cabin.

[Cruising Lynne]

Maybe once you are on board, you can get them to move one of the beds or the sofa from the balcony room up tp the Haven? Once you are on the ship, they may come up with a better solution for you.

 

The balcony cabin will give that person their own private bathroom, which could be worth the inconvenience. 

 

Hope you have a great trip in spite of the challenges.

[raitch]

I absolutely get why you are upset. BUT. I am in the Haven in 2 weeks and I *still* need to walk up a flight of stairs to enter the actual Haven area.   

[armwinder]

1 hour ago, Travelicious said:

Other than the butler, won't the person in the balcony room still get Haven perks?  Personally, I'd probably rather be in a balcony room by myself than sharing one cabin with 4 other people.  

I agree, 6 people in one room 4 too many for me.  

[scooter6139]

Are you in a Haven 2bd Family Villa?  I wonder why they can't swap you with another group who are also in a similar cabin but with only 2 or 4 guests?  There are 45 of these cabins on the Epic.

 

 

Edited July 26, 2022 by scooter6139

[Zippeedee]

There is nothing good or “Haven-like” about one person on that sleep sofa, never mind two. I’d take a real bed in a balcony any day.

[Falckon]

3 hours ago, ASD19001 said:

They offered to give us a balcony room (not in the Haven) for the person who would have been sleeping on the sofa bed and that's all they will do.  So, they are asking me to somehow choose one person from our group to get kicked out of the Haven and sent down to a regular room even though they paid for the Haven just like the rest of the group.  They would not give any discount or money back even though this person would basically be getting downgraded.  They would be in a room by themself while the rest of the group is up in the Haven enjoying all the extra amenities we all paid for.  They specifically said the butler service would not go down to the balcony room. 

 

Cruise fares are based on guests one and two. The rest of the guests are free. So regardless of what payment arrangements you made with your family, NCL owes guests three, four and five nothing.

[davencl]

Yes the poor person stuck on the sofa bed would likely be very happy with an "upgrade" to their own cabin. Especially since they are NOT getting kicked out of the Haven.

[QuattroRomeo]

Seems a little weird that there isn't a sofa bed available anywhere..could it be because the Epic is in Europe and maybe that limits their suppliers?

Hope you can enjoy your cruise- terrific itinerary! And with the hot weather there right now, maybe the extra space will be a blessing. 

 

[KiddieKruzer]

Sounds like an upgrade to me!  Own room and  (not stuffed in like a sardine). Not having to sleep in a pull out?  And STILL get Haven perks?  Sign me up.  It’s just a bed. 

[BirdTravels]

3 hours ago, ASD19001 said:

We booked a Haven suite on the NCL Epic over a year ago along with excursions and other extras.  This is rather expensive, but we have been saving for a while to make it happen.  Our room sleeps 6 and we are traveling with a group of 5 adults. 

 

Everything is paid in full, and we are set to sail this week.  Then we get a letter saying that the sports area and one of the clubs will be closed for renovations during our sailing.  I know these things happen but still pretty annoying as these were things we were looking forward to using and were promised when we were being sold on the trip.  So that was annoying but not going to let it ruin the trip. 

 

THEN, we get a phone call today saying that the sofa bed in our room is broken and can only be replaced with a normal sofa (does not open to a bed), so our room that we were told would sleep 6 now only sleeps 4.    They said there are no other Haven rooms available, and they can't (or won't) move a sofa bed from another room even if there is a room that has 4 or less people who wouldn't need the sofa bed.  Also, interesting that they say there are no other rooms BUT they keep sending me "reminders" that I can bid (pay extra money) to upgrade our room to the next higher tier of Haven room.  

 

They offered to give us a balcony room (not in the Haven) for the person who would have been sleeping on the sofa bed and that's all they will do.  So, they are asking me to somehow choose one person from our group to get kicked out of the Haven and sent down to a regular room even though they paid for the Haven just like the rest of the group.  They would not give any discount or money back even though this person would basically be getting downgraded.  They would be in a room by themself while the rest of the group is up in the Haven enjoying all the extra amenities we all paid for.  They specifically said the butler service would not go down to the balcony room. 

 

I was very angry, and I do hate getting upset with the guy on the phone who had the job of calling us with the bad news as it's not his fault personally, but he insisted there was nothing more they could do.      

No. you ask for a rollaway bed instead of the sofa. 

[GeezerCouple]

1 hour ago, Falckon said:

Cruise fares are based on guests one and two. The rest of the guests are free. So regardless of what payment arrangements you made with your family, NCL owes guests three, four and five nothing.

 

 

There may be "specials" when guests beyond the first and second are "free", but that is not always the case.

 

And besides, if NCL has issued tickets with certain accommodations/services, then that is what they "owe" the guests.

 

We had some vacation rental properties for a while, and one of them was larger, almost like a lodge.

I can just imagine telling some guests that because we didn't charge extra for any of the children, they couldn't go to the community pool.  Or that they couldn't use, oh, say, the bathrooms.

Right.

GC

[amarvel]

Unless you are in the big king bed in the haven 2 bed the beds arent great.  You should have a fight on who gets to use the balcony cabin. How have you already decided who gets the good bed?  It's not equal at all.  We travel in this room all the time with my parents but know and thus pay less than my parents.  But if you split this 5 ways,  the person in the balcony just lucked out. 

[pcakes122]

5 hours ago, GeezerCouple said:

IF there is some specific reason why this can't work for your group, it would help the others here if you could explain that.

I would like the people who DONT think this is a problem to explain that.

 

Butler service is the number one Haven perk to me. Losing that alone would be cause for a discount, in my opinion.  

 

Also, since when do we only pay for the first two people in the Haven?  Please sign me up for that. I was comped a Deluxe Owner's Suite on the Bliss from the casino (first two people) and had to pay $6,000 to add passengers 3 and 4.  Despite my comp, if NCL told me that passenger 3 or 4 had to go sleep in a balcony cabin,  I definitely would not have just let that go. Seriously?  People think this is acceptable?

[The Shrike]

18 minutes ago, pcakes122 said:

I would like the people who DONT think this is a problem to explain that.

 

Butler service is the number one Haven perk to me. Losing that alone would be cause for a discount, in my opinion.  

 

Also, since when do we only pay for the first two people in the Haven?  Please sign me up for that. I was comped a Deluxe Owner's Suite on the Bliss from the casino (first two people) and had to pay $6,000 to add passengers 3 and 4.  Despite my comp, if NCL told me that passenger 3 or 4 had to go sleep in a balcony cabin,  I definitely would not have just let that go. Seriously?  People think this is acceptable?

I sure do.  I could either
A)  Share a suite with five other people, sleeping in a small pull-out bed with a family member, fighting over bathroom and shower times, all so the six of us can share a close, intimate vacation getting spoiled in the Haven

or

B)  Have that exact same Haven experience, EXCEPT I get my own balcony room, queen-sized bed, and bathroom, all at the cost of having to spend a grueling 1-3 minute commute heading to the Haven in the morning and night.

Yep...I agree to those terms.