Gigi1068

Harmony 8/26 is open.

The inconsistency is ridiculous and Royal should work on improving this.  No one should have to check daily to see if today is the day we can book entertainment.

16 hours ago, roseoftx said:

We had our refund go against our cruise fare.  As such, we weren't paid in full and had to make a payment to cover it.  I am still waiting for the actual credit to hit my credit card. 

I would not like them doing it as an OBC since that would mean having to spend it with them.

Same situation here.  I received a call from someone from the executive office and was told the only way to resolve this is to pay the “balance” and they will reissue the refund from the add-on account.  I paid it and received a refund the following day, but the refund was from Celebrity instead of Royal; I’ve never booked or cruised with Celebrity. A few days later, the refund was reversed and I’m back to owing $430.32 on a paid off cruise.  I do not want OBC for this; I want the money refunded correctly.

1 hour ago, Dreamcruise27 said:

On one reservation, yes, but on one, not yet 😡

 

it says no payments due on the main page where it lists all my sailings, but when I go in to the “make a payment” and insert my reservation number, it says amount owing…

 

We sail in March as b2b so I’m a bit nervous but I have invoices showing it was paid in full so just crossing my fingers it’ll get worked out…

Thanks for responding.  My screens conflict on both reservations, too.  I’m glad one has been resolved for you.  Considering you’re beyond final payment date (I assume) and haven’t received a cancellation notice, it sounds like things will work out okay.   
 

I will keep an eye on my reservations and hope for the best.

Enjoy the rest of your weekend!

On 1/12/2023 at 11:07 AM, Dreamcruise27 said:

This happened to me too for 2 reservations 🤦🏻‍♀️

 

I was told that it was a computer glitch and it shows that the cruises are paid in full so not to worry but of course I am worried!!

 

For those of you waiting for refunds, check for refunds on the card you used to pay for the CRUISE FARE. I was told that there are 2 accounts: cruise fare account and add-on account. What happened to me was that the refunds for the add-ons were refunded from the cruise fare account, so my invoices showed I had amounts owing for the cruise fare…. 
 

 

@Dreamcruise27has this been resolved for you?  My situation remains unresolved.  I’ve received emails from the executive office saying it’s been escalated for follow up with IT but it appears they don’t know how to fix it.  I’ve read other reports of reservations being canceled because of this error; the reservations were reinstated but the guests had to repurchase add-ons at the current price.

I would feel better if the “make a payment” button was grayed out, but it’s not.  I refuse to overpay $1,434 just to keep my cruise from being erroneously canceled 😡  At this point, I almost don’t want to go on the cruise, but I don’t want to disappoint my grandkids.  And if another person says “this is why you should use a TA”, I will scream; the best TA cannot fix Royal’s IT incompetence!

27 minutes ago, Dreamcruise27 said:

This happened to me too for 2 reservations 🤦🏻‍♀️

 

I was told that it was a computer glitch and it shows that the cruises are paid in full so not to worry but of course I am worried!!

 

For those of you waiting for refunds, check for refunds on the card you used to pay for the CRUISE FARE. I was told that there are 2 accounts: cruise fare account and add-on account. What happened to me was that the refunds for the add-ons were refunded from the cruise fare account, so my invoices showed I had amounts owing for the cruise fare…. 
 

 

I hate that this happened to you too, but I take comfort knowing that someone understands my situation.

Like you, I have 2 reservations (mine’s & my daughter’s) affected.  I’ve been told that the system is still playing catch up with all the refunds.  Naturally, I’m going to be concerned until this is fixed because the system will end up canceling our reservations based on what it thinks is a balance due.  The good thing is we have time to get this resolved as we don’t sail until August, so the “balance due” is May.

24 minutes ago, matj2000 said:

Reason #85 not to book directly with RCCL..............

Understood and it won’t happen again 😅

24 minutes ago, poocher said:

👍.  Did you use OBC to pay for the purchases?  Seems to be a common thread with this type of issue.

No.  I used my AMEX for everything.  Apparently, my refund issue was resolved on the surface but there’s still something happening in the background.

After thinking about this, the total amount showing due is the exact amount of the pre-cruise planner refund I was owed and refunded.  Apparently, Black Friday created havoc and is still a background issue.  Now that I figured out the issue, I’m not as worried.

4 minutes ago, Longford said:

There are many good reasons why it's best to have an experienced cruise travel agent handle things for us.  

I’ve used an agent for some cruises and I’ve booked some on my own.  I’ve never encountered issues before and never would have expected to encounter this.

The agent stayed on the line until I received the invoices and I immediately brought the error to his attention.  He reviewed it and tried to help get it resolved but the only thing that could be done is a ticket because no one could figure out what happened or why.  Plus, they’re still showing a $0 balance due on their end.  
 

When I log into my cruise planner it shows “You don’t have a balance due” under Pay Remaining Balance.  When I select make a payment, the new balance due is there.  I’m assuming it’s a bizarre technical glitch and I’m an unfortunate victim of the glitch.

What’s even more bizarre is both cabins were booked together for the same number of guests.  Pricing the same for both and equal payments made at the same time for both but both are showing different balances due.  One shows $430.12 due and the other is showing $1,003.68.

I included a copy of the before and after invoices with my email to M. Bayley.

3 minutes ago, poocher said:

Never hang up until you’ve gotten and reviewed the new invoices.  Make them fix the problem right then & there.

The representative contacted the resolutions department and they could not explain why this occurred and could only submit a ticket.  I’ve sent an email to M. Bayley with hopes to get this resolved sooner than the 2-3 weeks quoted.

I called Royal to add a room for another family member.  During this call I also requested a room change (same category) for the original 2 rooms so we can have all 3 rooms together.  The new invoices are now showing a balance due but both were paid off.  My cruise planner still shows that we’re paid in full and the representative who made the changes also said we’re paid in full.  A ticket has been submitted to correct this but I was told it may take 2-3 weeks.  I am frustrated and will not feel comfortable until we receive new invoices reconfirming our $0 balance.  Thankfully, we don’t cruise until August so we have time to get this resolved.  

I can’t believe some are still waiting for refunds.

Sadly, I have a new issue.

I’m on a call with Royal now and I’m so frustrated!  I just added a room and called to change my room (same category) so we can have all 3 rooms together.  My new invoice is showing a balance due but I paid off my cruise.  My cruise planner still shows my cruise is paid in full, the representative says my cruise is paid in full.  A ticket has been placed to correct this.  I want to cry.

10 hours ago, crd27 said:

I'm still waiting for my refund from 11/19.  I think I might need to call on Monday... 

Oh no!  Things have been quiet on this thread, so I thought all was resolved for everyone.  Definitely, follow up with a call or email.

@colesc15 That’s great news!

We’re traveling with 6 kids.  We purchased the discounted $25 arcade credits for each and that is their firm limit, as we aren’t cruising to spend time in the arcade.  They won’t be in the arcade without supervision, so I’m not too worried about them overspending.

I received my refund this morning.  Instead of individual refunds for cancelled orders, it was one refund for the full amount owed.  Either way, I’m glad it’s done.

1 hour ago, colesc15 said:

Refunds hit my account this morning, but if course I'm short the amount their system double charged me, so have to reach back out again. Close to just saying forget it and just Royal caribbean keep my extra $200 to just not deal with it anymore

The frustration continues…

4 hours ago, UnregisteredUser said:

Nothing here yet..

Same here.

32 minutes ago, jnd947a1 said:

A miracle happened got all my refunds today for cancellation on 11/18.  Sent multiple emails to mbayley with no response.  they probably have been overwhelmed.  Maybe the savings from the menu changes and and cabin service can be used to increase the IT QA group. Never a good idea to make major software changes just before a holiday promotion. Most companies have a freeze period for making changes around holidays, etc.

 

I am now feeling lucky time to get a lottery ticket!

I received 3 responses and no refund yet.  

25 minutes ago, BobNoxious said:

I got my refund, but it required an email to corporate last week to get it started.

I’m so happy for you.  I’m still waiting.

I am truly happy for those of you who have received your refunds.

4 minutes ago, clochette said:

still waiting also, but have to admit I have not called or emailed, I was hoping I would get the refund as always did in the past.

It’s beyond ridiculous and frustrating.  I’ve called and emailed.  Per the last email response from the executive office, I will receive my refunds next week.  I’m not calling again or sending another email.  If this isn’t resolved by Friday, I am going the dispute route because 4 weeks is more than enough time to wait without a resolution.

I’m still waiting 🤬