We booked on the July 2nd Bermuda cruise in February. Got a great deal under the promotion they were having at the time. They confirmed the prices in the reservation email AND in an invoice they sent. This was all booked through my celebrity account on the website.
This week we got the notification of final payment for next week and the price had increased by over $3000.
I called and they assured me there was a mistake and they would correct it. After 30 minutes with them consulting with someone they told me that since I live in WA I wasn't eligible for the promotion at the time and so they had remove all promotions.
After escalating they told me the best they could offer me was a price still $2k more than I booked - or cancel. They said that at some point after I booked someone changed my residency to WA (I've always lived in WA, my previous cruises with Celebrity have me from WA, and my account has my currant address). She was unable to tell me when and who made this change that altered the price.
Since they would not budge and I don't have an extra $2k I had no choice but to cancel. I feel like since the price has gone up they didn't care at all as they will get more revenue from a new booking. Worst experience I've ever had with a cruise line.
Before I try to cancel flights etc is there any way to escalate this? Any celebrity people in this forum who can help?
Of course after all of this they tell me that they hope I have a good rest of my day - hilarious!