Hey everyone. Our family of four originally booked an Aurea Two-Bedroom Grand Suite on Deck 11 of the Seaview embarking Sept 30. We specifically booked the two-bedroom room to have a bit of privacy from our children at night and also because we plan to entertain my elderly parents in the room after the kids are in bed. At some point between when I originally booked (Nov 25, 2021) and when I did final payment (June 19, 2022) our cabin had been changed to Deck 18 in a Yacht Club Deluxe Suite. I was never notified in any way about the change, and had I been asked I would have refused it. While this may be an upgrade in level of service, it's a huge downgrade in the room itself as we've lost half our space and the luxury of separate bedrooms & living space. I understand that for some the YC would be a welcome upgrade even with a smaller room, but for us the space is more important.
When I contacted MSC support I was told that the upgrade was given to us because I booked under the "FREE BALCONY UPGRADE" promotion which, the agent tells me, means they will automatically upgrade me to a new stateroom some time after I've booked. I don't think the agent was correct because that might be the silliest thing I've ever heard. The promotion is advertised as "get a balcony room for the price of an oceanview" and nothing more. She refused to do anything for me because there are no 2-bedroom suites left, and according to her I implicitly agreed to the upgrade by booking under this promotion. I asked to speak with a supervisor and was told their supervisors don't take phone calls and to email their support instead, which I did a week ago and still haven't heard back.
Looking for advice on what to try next. I suggested in my email to support that they just upgrade someone else instead of me, which seems like a reasonable request. I can also see that the Yacht Club Royal Suite is available which would certainly satisfy us but I doubt they would accommodate. Should I just try phoning in again hoping to get a more competent agent? Or is there a more direct way of escalating my issue?
Thanks in advance.