I agree with the lack of customer service. While on my cruise I received a gift certificate from the casino for $400. Certificate stated it could be used toward next cruise. Also stated next cruise had to be booked within 30 days of certificate issuance and cruise had to be taken within one year of certificate issue date. I met both conditions, placing $600 towards my reservation. When I called to pay the remainder of my balance a few months later and attempted to redeem the $400 certificate, I was told they would honor the certificate but my travel agent had to call and redeem. Since it was the last day I could pay for my cruise I paid the remaining balance and called my travel agent with their instructions. However, when my travel agent called she was told the certificate expired, and that I supposed to contact the Casino directly within 30 days of issuance to redeem the $400. The Casino phone number wasn't even on the certificate! To make matters worse, the reservation people on the ship even misinterpreted the verbiage and told us to redeem the certificate when we paid the remainder of our balance. I emailed and argued with these people for months, and even though they acknowledged the verbiage could have been easy to misinterpret they absolutely refused to honor the certificate. Very disappointed in them, and if it wasn't for the fact that I would lose almost all my money I would have cancelled. I never travel with Royal Caribbean again.
Non-existent customer service
in Royal Caribbean International
Posted
I agree with the lack of customer service. While on my cruise I received a gift certificate from the casino for $400. Certificate stated it could be used toward next cruise. Also stated next cruise had to be booked within 30 days of certificate issuance and cruise had to be taken within one year of certificate issue date. I met both conditions, placing $600 towards my reservation. When I called to pay the remainder of my balance a few months later and attempted to redeem the $400 certificate, I was told they would honor the certificate but my travel agent had to call and redeem. Since it was the last day I could pay for my cruise I paid the remaining balance and called my travel agent with their instructions. However, when my travel agent called she was told the certificate expired, and that I supposed to contact the Casino directly within 30 days of issuance to redeem the $400. The Casino phone number wasn't even on the certificate! To make matters worse, the reservation people on the ship even misinterpreted the verbiage and told us to redeem the certificate when we paid the remainder of our balance. I emailed and argued with these people for months, and even though they acknowledged the verbiage could have been easy to misinterpret they absolutely refused to honor the certificate. Very disappointed in them, and if it wasn't for the fact that I would lose almost all my money I would have cancelled. I never travel with Royal Caribbean again.