Caution, Celebrity has dropped my OBC $600 due to retreat error

[SophosEMT]

Hello cruisers!

 

This is our 4th cruise 3rd with celebrity. So still a newby.

On the 26th 3 days ago we got an email to check our on board credit. We had been looking at the IOS app which wouldn’t show the OBC.

Logged in it was $1700. We were excited, this was more than expected. We started dreaming and planning for excursions and dining.

This morning it dropped to $1100.

 

I wondered if this was an error or something I had done wrong by not booking fast enough.

I called Celebrity website assistance. Was quickly connected to a tech who couldn’t find anything wrong but only showing the $1100, said needed to transfer to his CC department, He remained on hold for a long time until the next lady tried to help, she also could not find the problem. She transferred me to the "Retreat representative". Who after again explaining and another hold she advised their system has improperly given $600 to all retreat guests and that I would only get $1100. That the system has been removing that amount from all travelers in the past day. That even if I had booked with the $1700 showing the remaining balance would have just fallen $600 when the system removed that code.

 

All the agents were super nice just unable to fix the "problem" to my satisfaction you could say.

 

So 38 min phone call later, I understand its and error but it is a very disappointing moment here to have our hopes up then dashed.

 

SO, heads up to Retreat guests! This has allegedly happened too many others she said.

 

Screenshots attached 

 

Our cruise:

Nov 5-12, 2022

Solstice

Retreat class room

 

 

 

Edited September 29, 2022 by SophosEMT

[cw2go]

IT glitches are common, it's often that the system takes a few days for prepaid gratuities and OBC to level out. Your invoice shows the actual OBC.

 

$1700 for that booking, in that class, would have been too good to be true!

 

Sorry you're disappointed, 

Patty

[thebutlerdidit]

I just went to check on a reservation of mine that has been showing an incorrect amount of OBC. In my case it was showing $1300 when it should have only been $900. Unfortunately they did deduct $600, so I’ll have to get my TA on it to try to set things right. I will probably wait a while longer to see if it gets fixed. The sailing is over a year out. 

[peanut head]

58 minutes ago, SophosEMT said:

Hello cruisers!

 

This is our 4th cruise 3rd with celebrity. So still a newby.

On the 26th 3 days ago we got an email to check our on board credit. We had been looking at the IOS app which wouldn’t show the OBC.

Logged in it was $1700. We were excited, this was more than expected. We started dreaming and planning for excursions and dining.

This morning it dropped to $1100.

 

I wondered if this was an error or something I had done wrong by not booking fast enough.

I called Celebrity website assistance. Was quickly connected to a tech who couldn’t find anything wrong but only showing the $1100, said needed to transfer to his CC department, He remained on hold for a long time until the next lady tried to help, she also could not find the problem. She transferred me to the "Retreat representative". Who after again explaining and another hold she advised their system has improperly given $600 to all retreat guests and that I would only get $1100. That the system has been removing that amount from all travelers in the past day. That even if I had booked with the $1700 showing the remaining balance would have just fallen $600 when the system removed that code.

 

All the agents were super nice just unable to fix the "problem" to my satisfaction you could say.

 

So 38 min phone call later, I understand its and error but it is a very disappointing moment here to have our hopes up then dashed.

 

SO, heads up to Retreat guests! This has allegedly happened too many others she said.

 

Screenshots attached 

 

Our cruise:

Nov 5-12, 2022

Solstice

Retreat class room

 

 

 

 

 

 

 

When did you originally book the cruise?

[SophosEMT]

52 minutes ago, peanut head said:

 

 

 

 

When did you originally book the cruise?

8/31/22

 

So you would think thats enough days for the system to figure out the OBC and level out. But as with all tech, its only as smart as the people doing the programing...

Edited September 29, 2022 by SophosEMT

[Susanb10567]

Yes…I spent the OBC that was in my account on excursions and specialty dining and then today I got this strange e-mail saying due to a change in my reservation I owe money on my account or things will be canceled…they want the money by 10/2…my cruise isn’t until October of 23..I really would rather not lay out the money now..looks like I will be looking at private excursions that I only need deposits for..

I think this was not a good way to handle the situation..the email was so unclear..and since it was their error they maybe could of given a more generous date especially since the cruise is over a year away.

[jmdlv1]

7 minutes ago, Susanb10567 said:

Yes…I spent the OBC that was in my account on excursions and specialty dining and then today I got this strange e-mail saying due to a change in my reservation I owe money on my account or things will be canceled…they want the money by 10/2…my cruise isn’t until October of 23..I really would rather not lay out the money now..looks like I will be looking at private excursions that I only need deposits for..

I think this was not a good way to handle the situation..the email was so unclear..and since it was their error they maybe could of given a more generous date especially since the cruise is over a year away.

After seeing a copy of my invoice marked paid late last week ,it changed to showing a balance of 

$186.

On hold with Celebrity for 40 minutes and another 15 for the agent to find the issue.

Some of the credit from the casino booking had dropped out.

Agent could not fix it but a call to booking agent the next day got it fixed.......FOR NOW.

 

This emphasizes the importance of going old school actually printing and showing up with hard copies at the port.

[Susanb10567]

5 minutes ago, jmdlv1 said:

After seeing a copy of my invoice marked paid late last week ,it changed to showing a balance of 

$186.

On hold with Celebrity for 40 minutes and another 15 for the agent to find the issue.

Some of the credit from the casino booking had dropped out.

Agent could not fix it but a call to booking agent the next day got it fixed.......FOR NOW.

 

This emphasizes the importance of going old school actually printing and showing up with hard copies at the port.

I literally got an invoice with the higher number this morning from my TA.. 

[CHEZMARYLOU]

We had additional OBC added to our account on one sailing for no reason.  It eventually dropped off. Knowing it was a glitch and not something we were promised I never even questioned it, either the additional or when it went back to what we should have had.

[SophosEMT]

35 minutes ago, Susanb10567 said:

Yes…I spent the OBC that was in my account on excursions and specialty dining and then today I got this strange e-mail saying due to a change in my reservation I owe money on my account or things will be canceled…they want the money by 10/2…my cruise isn’t until October of 23..I really would rather not lay out the money now..looks like I will be looking at private excursions that I only need deposits for..

I think this was not a good way to handle the situation..the email was so unclear..and since it was their error they maybe could of given a more generous date especially since the cruise is over a year away.

Your example is the exact fear I was concerned for others who had spent their funds. 
This was handled incorrectly by Celebrity no doubt. I'm so sorry

[bama4cruisin]

37 minutes ago, Susanb10567 said:

.I really would rather not lay out the money now..looks like I will be looking at private excursions that I only need deposits for..

I think this was not a good way to handle the situation..the email was so unclear..and since it was their error they maybe could of given a more generous date especially since the cruise is over a year away.

I am very sorry for this inconvenience you and others have experienced, but the reality is if you book any excursions, specialty restaurants, etc on Celebrity and do not have OBC to cover, your credit card would be charged immediately, even if 2 years in the future.

[Jim_Iain]

I have a feeling it was an IT screwup last weekend when the sytem was down.   I also showed all of my reservations had that extra money..... Yea... I smacked my lips but noticed it has gone back to the correct amount yesterday

 

 

[Susanb10567]

1 minute ago, bama4cruisin said:

I am very sorry for this inconvenience you and others have experienced, but the reality is if you book any excursions, specialty restaurants, etc on Celebrity and do not have OBC to cover, your credit card would be charged immediately, even if 2 years in the future.

When I booked the excursions there was OBC in my account to cover it. I guess now I just have to figure out which ones we will keep and which ones we will do private. 

[Susanb10567]

Just now, Jim_Iain said:

I have a feeling it was an IT screwup last weekend when the sytem was down.   I also showed all of my reservations had that extra money..... Yea... I smacked my lips but noticed it has gone back to the correct amount yesterday

 

 

It goes back beyond that..it was showing in my account right after I booked it while I was on the Edge on the 9/3 cruise. 

[Susanb10567]

I can understand that there was an error or IT glitch but they could of sent an email explaining what happened, not just saying there was a change in your reservation give us almost $800 in three days or your excursions will be cancelled.

 

 

[wrk2cruise]

What's on your Celebrity guest invoice.  That's what matters.   If that's the higher amount they sort of have to honor it.  If this is the case push it to resolutions.  The invoice is an agreement.

[PinkSandGirl]

When you book, all of the OBC you are entitled to will show on your Celebrity Booking Confirmation.  That is the amount to go by.  If there was a price adjustment (if applicable) you would know the amount and it wouldn't be unexpected.  

 

If I knew I was getting $1,100.00 OBC and $1,700.00 magically appeared, I would not use the extra money, especially knowing how Celebrity is with IT issues.  If I knew I was getting $1,700.00 and it changed to $1,100.00 without booking anything for $600.00 then I would be on the phone with my Booking Confirmation in front of me to get it corrected.  

 

OBC magically appearing = do NOT spend unless you know it is valid.  😉

 

If the $1,100.00 included the original $600.00 Retreat OBC, then Celebrity did not drop your $600.00.  They just accidentally added an extra $600.00 and then took it back when the mistake was realized.  

 

🍹

 

 

[dlh015]

Now I'm wondering if I should be concerned. I booked on 8/14/22. It had $300 OBC. On 8/16, I noticed I had $900 OBC. I have no idea why. I called Celebrity, they sent me a new invoice which had the xtra OBC. The rep told me that it was manually added. (BTW, I booked direct, not TA involved...) They couldn't tell from where.

 

I haven't received any email of any sort nor has my OBC amount been changed. I'm wondering how long this rollback is going to take...so I can feel secure again...lol.   

 

ETA: And btw, I have no experience with Celebrity concerning what OBC is correct. I told the rep that only $300 showed on my Manage Reservation screen on the website, but $900 showed when I went to Book Excursions. I asked if the $600 should be showing on the Manage Reservation screen and she said No, it will not be shown there.

 

So I said, ok, please send me an invoice. It shows two line items for OBC...one for $300, the other for $600.

 

My most recent invoice still shows that (9/20/22)

Edited September 29, 2022 by dlh015

[jelayne]

4 hours ago, SophosEMT said:

Hello cruisers!

 

This is our 4th cruise 3rd with celebrity. So still a newby.

On the 26th 3 days ago we got an email to check our on board credit. We had been looking at the IOS app which wouldn’t show the OBC.

Logged in it was $1700. We were excited, this was more than expected. We started dreaming and planning for excursions and dining.

This morning it dropped to $1100.

 

I wondered if this was an error or something I had done wrong by not booking fast enough.

I called Celebrity website assistance. Was quickly connected to a tech who couldn’t find anything wrong but only showing the $1100, said needed to transfer to his CC department, He remained on hold for a long time until the next lady tried to help, she also could not find the problem. She transferred me to the "Retreat representative". Who after again explaining and another hold she advised their system has improperly given $600 to all retreat guests and that I would only get $1100. That the system has been removing that amount from all travelers in the past day. That even if I had booked with the $1700 showing the remaining balance would have just fallen $600 when the system removed that code.

 

All the agents were super nice just unable to fix the "problem" to my satisfaction you could say.

 

So 38 min phone call later, I understand its and error but it is a very disappointing moment here to have our hopes up then dashed.

 

SO, heads up to Retreat guests! This has allegedly happened too many others she said.

 

Screenshots attached 

 

Our cruise:

Nov 5-12, 2022

Solstice

Retreat class room

 

 

 

What is the amount of OBC that showed on your Booking Confirmation when you booked?  That is the amount you are due.  
I got the email with what I thought was an inflated amount checked  my confirmation knew it was an error.

Edited September 29, 2022 by jelayne

[Georgia_Peaches]

Just checked my planner and I have been dropped by $600 as well.  Last week it showed $1200.  I booked through my TA and here's the part of my booking invoice that shows all of my promotions (the $625 is from my TA).  I've reached out to my TA for clarification.

[dlh015]

4 minutes ago, Georgia_Peaches said:

Just checked my planner and I have been dropped by $600 as well.  Last week it showed $1200.  I booked through my TA and here's the part of my booking invoice that shows all of my promotions (the $625 is from my TA).  I've reached out to my TA for clarification.

When did you book your cruise? (wondering if you were in the same time frame as me...8/14/22)

[Georgia_Peaches]

Just now, dlh015 said:

When did you book your cruise? (wondering if you were in the same time frame as me...8/14/22)

We booked Aug. 17.  My TA said Celebrity was having a double OBC promotion.  I asked about it specifically when it showed up twice on my invoice.

[Lastdance]

 

I had my OBC dropped due to a MoveUp.  Celebrity also sent me an email saying I owed $65, but I knew it was an error.  The email gave me a number to call, but I was transferred three times, then told that a certain department would need to fix the error.  Well, after holding another 15 minutes a recording came on and said that department was closed.  So, I called the number that always helps when all else fails.  the individual I spoke with fixed the issue, but said my TA should have done that for me; my TA never got the email with the number, as it was directed to me. She apologized and said to have a great day, along with if anything else happens, please let Celebrity know or your TA.  

 

 

[gschwartz001]

I had this same issue on two upcoming cruises. Both cruises showed two instances of the 600 onboard credit. I figured it was a promotion. After checking my cruise today I called blue chip and they sent me new invoice and low and behold it is now half of what it was. They said it was computer error. 

[bigbenboys]

Our next cruise we have $350 OBC. I purchased glassblowing for 2 about a week ago. Price was $208.99. I emailed Celebrity to add my $100 OBC for having 100 shares of Royal stock. My OBC is now at $450. 🤪