Celebrity's actual deceit on Move Up - bid for upgrade

[chemmo]

Mix ups happen. It is how they are handled that matters…

 

2 hours ago, wrk2cruise said:

 

 

So in my opinion a better response from Celebrity would be to provide some of the PH amenities for the OP in their CS, like unlimited specialty dining, laundry etc.  Maybe if the onboard staff is aware of what happened there might be some accommodation

Agree, if Celebrity had given the OP free speciality dining and offered a bar set up in addition to the OBC I think that could have taken the sting out of the situation. Ironically it wouldn’t really have cost Celebrity much to do this…

[george_sf]

Yes. We are on the cruise in just over a week. The room is across from our pals' room. We'll try to figure out who has the room. (I'll report back if we find out).  

 

The VIP is an educated guess by us and our travel agent. The category isn't available to book via Celebrity or a travel agent. It is "offered" via the revenue department directly. Could be a casino big wig. Also, when we asserted this in our calls, no one denied it. And they told us it wasn't a normal booking through a normal channel (Celebrity sales or a Travel Agent). 

[NMTraveller]

It is stories like this that make me wonder why I sail Celebrity?  Why?

 

At a whim they could move me to whatever cabin they want...

[StopTheWorld]

Just now, george_sf said:

Yes. We are on the cruise in just over a week. The room is across from our pals' room. We'll try to figure out who has the room. (I'll report back if we find out).  

 

The VIP is an educated guess by us and our travel agent. The category isn't available to book via Celebrity or a travel agent. It is "offered" via the revenue department directly. Could be a casino big wig. Also, when we asserted this in our calls, no one denied it. And they told us it wasn't a normal booking through a normal channel (Celebrity sales or a Travel Agent). 

Thanks for clarifying. You may wish to go back and edit your original post where you state the room was given to a VIP with a deep discount.

As it stands, you don’t know what happened. And maybe the staff you spoke to didn’t either, which is why they didn’t confirm or deny anything.

 You have been given an alternative explanation in a reply by a member who was on the opposite side of this type of scenario. 

[Rick&Jeannie]

2 minutes ago, NMTraveller said:

At a whim they could move me to whatever cabin they want...

Read your terms & conditions for *any* cruise line. They all reserve that "right".

[Rick&Jeannie]

1 minute ago, StopTheWorld said:

Thanks for clarifying. You may wish to go back and edit your original post where you state the room was given to a VIP with a deep discount.

Sorry, you cannot go back and edit old posts. You have *maybe* 2 minutes to edit one before it is locked.

 

 

 

[Liao]

5 minutes ago, StopTheWorld said:

Thanks for clarifying. You may wish to go back and edit your original post where you state the room was given to a VIP with a deep discount.

As it stands, you don’t know what happened. And maybe the staff you spoke to didn’t either, which is why they didn’t confirm or deny anything.

 You have been given an alternative explanation in a reply by a member who was on the opposite side of this type of scenario. 

Exactly!  The entire story is suspect.

[C-Dragons]

3 minutes ago, NMTraveller said:

It is stories like this that make me wonder why I sail Celebrity?  Why?

 

At a whim they could move me to whatever cabin they want...

In all the years we have sailed with X they have never moved us from the cabin we originally booked. Personally I wouldn’t worry about it. 

[NMTraveller]

6 minutes ago, Rick&Jeannie said:

Read your terms & conditions for *any* cruise line. They all reserve that "right".

True,  but that is a bad business practice...

 

Giving your booked room to someone else...

Edited March 16 by NMTraveller

[george_sf]

Yeah. We just make this ***** up. And we get Celebrity charges of $5440 on our AMEX for your kicks. 

[NMTraveller]

11 minutes ago, C-Dragons said:

In all the years we have sailed with X they have never moved us from the cabin we originally booked. Personally I wouldn’t worry about it. 

I see the Celebrity class system on display all of the time.

 

My bet would be that the room was given up to some VIP.  Otherwise why?  why?

Edited March 16 by NMTraveller

[george_sf]

VIP - Very Important Person. This is our definition: It is someone who was offered the best suite at below market rates. It was offered to this person but would not be offered to the average cruiser. It is offered via a channel that the average cruiser can't use. It is not an Exec with Celebrity. Whether true or not, this was what was confirmed by the STAR manager who eventually called us. 

[ggo85]

I’m going to assume what the OP posted is accurate.  Fully understand the disappointment and X should have handled it better.  As someone said, some comp that would mean a lot to passengers but costs little to X goes a long way.  
 

Also, the response. “We are SO sorry this happened,” etc. goes a long way. 
 

But it shouldn’t ruin a cruise. A CS is still sweet, and you have lots of extra money to spend on something else.  

[paulh84]

30 minutes ago, george_sf said:

The VIP is a guess by us

 
Figured. That makes more sense. 

[Liao]

40 minutes ago, george_sf said:

Yes. We are on the cruise in just over a week. The room is across from our pals' room. We'll try to figure out who has the room. (I'll report back if we find out).  

 

The VIP is an educated guess by us and our travel agent. The category isn't available to book via Celebrity or a travel agent. It is "offered" via the revenue department directly. Could be a casino big wig. Also, when we asserted this in our calls, no one denied it. And they told us it wasn't a normal booking through a normal channel (Celebrity sales or a Travel Agent). 

"we have in fact just been told it was also offered to a VIP"  v  "The VIP is an educated guess by us and our travel agent" 

 

Both these are quotes from you, so which is it, you were told or just a guess...

[NMTraveller]

@george_sf I don't think that you will get much sympathy on this board.  There are many  cheerleaders/apologists whose view is that Celebrity can do no harm.

 

Last week they were attacking someone who got sprayed with poop and had issues getting seen in medical and getting the problem resolved.

[george_sf]

2 minutes ago, NMTraveller said:

@george_sf I don't think that you will get much sympathy on this board.  There are many  cheerleaders/apologists whose view is that Celebrity can do no harm.

 

Last week they were attacking someone who got sprayed with poop and had issues getting seen in medical and getting the problem resolved.

 

Thanks. I just wanted to let folks hear about our experience. No violins. We have a great room and fabulous group going on the cruise. We'll make the best of it and have a good time. 

 

But folks should to hear that we experienced outright deceit. And Celebrity ignored their own Terms and Conditions for their own program. It was a $uck up. As a loyal cruiser, we expected actual apology and an explanation. Oh and an immediate refund. If I get attacked for that, it says more about the attackers than me.  

 

[C4HCG]

1 hour ago, Rick&Jeannie said:

Read your terms & conditions for *any* cruise line. They all reserve that "right".

But some people never fail to pass on the opportunity to continue with their negativity about all things Celebrity as if they are unique in things like this. 

[C4HCG]

25 minutes ago, NMTraveller said:

@george_sf I don't think that you will get much sympathy on this board.  There are many  cheerleaders/apologists whose view is that Celebrity can do no harm.

 

Last week they were attacking someone who got sprayed with poop and had issues getting seen in medical and getting the problem resolved.

“Many” is an exaggeration. A very small number here on this thread and not many more on the other thread you mention, a small minority I would say. And “attacking” really 🤔😆😆😆

Edited March 16 by C4HCG

[If only]

59 minutes ago, george_sf said:

 

Thanks. I just wanted to let folks hear about our experience. No violins. We have a great room and fabulous group going on the cruise. We'll make the best of it and have a good time. 

 

But folks should to hear that we experienced outright deceit. And Celebrity ignored their own Terms and Conditions for their own program. It was a $uck up. As a loyal cruiser, we expected actual apology and an explanation. Oh and an immediate refund. If I get attacked for that, it says more about the attackers than me.  

 

Definitely sympathize with you & feel that you should at the very least should get the extra amenities that the Penthouse gets.  Have you talked to the Retreat desk that calls you before a cruise, you never know as they are always in contact with the ship.  It says in Celebrity’s rules that once the bid has been accepted you cannot back out so why are they allowed to back out?  Rules should be a two way street. Look forward to meeting you both onboard.

Edited March 16 by If only

[NMTraveller]

1 hour ago, C4HCG said:

“Many” is an exaggeration. A very small number here on this thread and not many more on the other thread you mention, a small minority I would say. And “attacking” really 🤔😆😆😆

Just don't leave the lid/seat up 🤣

 

It is Celebrity's response or lack of to these incidents that makes one wonder ...  Most of these issues are fixable with adequate customer service.

Edited March 16 by NMTraveller

[jelayne]

2 hours ago, NMTraveller said:

It is stories like this that make me wonder why I sail Celebrity?  Why?

 

At a whim they could move me to whatever cabin they want...

You asked a good question.  Why do you continue to sail Celebrity?

[Arizona Wildcat]

3 hours ago, george_sf said:

Thanks for understanding. Yes, we got a lot of excitement and lots of disappointment within the span of a week. 

 

I used the word "flunky" as it was an appropriate description for the 1st person to call us. The woman who originally called was a young employee, who made the call about her. It was hard for her. She was't the "messenger"... She could provide no reason how or why it happened or why it was US that lost the room. When asked to speak with a manager who could provide answers, we're told "it's Spring Break" and of course managers are not available. She had no authority to compensate us more than $100 OBC each. It was insulting to leave this job to her. Our email to the President specifically asked to get contacted by "someone with knowledge (and actual influence to fix this)" 

 

 

I totally understand.   Two suggestions and a repeat comment.

Your using the term flunkie for a CSR agent is not appropriate.   They like yourself have a job with things they are allowed and not allowed to do.

As for solving the issue, are you aware that Celebrity does not actually run the MoveUp program?  Celebrity provides the inventory and X and the company have agreed on the computer parameters for accepting bids.  Thus beating up.on a CSR was a waste of your time and mental health.  Since you use a TA the issue unfortunately had to go thru the TA first.   Then an immediate email to the executive office.  While they probably cannot get your MoveUp,  they can offer significantly move OBC or a partial refund.  I received $500 over a more minor issue.

Last, you agreed to the terms of carriage.  Am sure you (and everyone else) did not read them.  Celebrity is fully within its rights to put you in a cabin of their choosing without any compensation.  I agree not fair, but letting executive office know what would be acceptable would likely be the best scenario going forward.  I would request the penthouse OR $1000 fare reduction and stay in my current suite OR cancellation with all costs including air refunded.

Just a couple ideas.

[Beamafar]

2 hours ago, Rick&Jeannie said:

Sorry, you cannot go back and edit old posts. You have *maybe* 2 minutes to edit one before it is locked.

 

 

 

I believe it’s 20 minutes.

[NMTraveller]

46 minutes ago, jelayne said:

You asked a good question.  Why do you continue to sail Celebrity?

I am asking myself the same 😄  I don't have a cruise booked with them to date.  I was considering Celebrity for a Japan cruise as they have a better itinerary,  but with the weekly Celebrity snafus,  I may just have to go with another line...  I just sailed with them several months back...

 

It is not that the other lines don't make mistakes.  It is how you deal with the mistakes...

Edited March 16 by NMTraveller