dbmmusic

On 2/20/2023 at 8:43 AM, GenerationX said:

A quick caution/suggestion for anyone else who booked or made any updates to a Retreat, AQ class or Al package cruise in the last week or so:

 

Check your guest invoice and cruise planner order history carefully and make sure that it reflects all of your included perks. 

 

Just after Valentine’s Day, I booked 2 sky suite cruises (this one and one in April) online directly through the Celebrity website.   On the last screen before the final click before fully booking, for both cruises the screen showed that the cruises include the standard Retreat perks of premium wifi, premium beverage package and prepaid gratuities, plus OBC.

 

However, for both cruises, when I received my booking confirmation guest invoice from Celebrity, the premium wifi, premium beverage package and prepaid gratuities didn’t show up on the invoice as they have in the past.

 

Since I booked this cruise so close to sail date, I was able to immediately check Jeremy and I in on the app and view our express passes, and noticed that they also did not have the PALL on them for the premium beverage package inclusion.

 

Doing some online searches revealed a few recent posts on other forums about Celebrity cruisers having issues with inclusions disappearing from their bookings and being told by shoreside that there was a “glitch” in the system last week.

 

I emailed Celebrity customer service attaching my invoice and explaining my concern and asking for confirmation that all of the perks were included with my booking and, if so, requesting an updated invoice confirming it (in case I have to do battle with guest services on the ship).

 

In less than 24 hours (yay!) I received what seems like a somewhat copy paste response (boo) from customer service stating that premium wifi, premium beverage package and prepaid gratuities are included in all Retreat bookings and that a corrected invoice was sent under separate cover.

 

The good news is the auto-sent updated invoice for this cruise that I received shortly thereafter does reflect included wifi and beverage package.  The bad news is: 1) the promo code for the wifi looks like it is the standard wifi, not premium; and 2) the prepaid gratuities are still not reflected as included.

 

Additionally none of the perks show up in my order history in the cruise planner as they usually do, and our express passes still don’t reflect a beverage package.

 

On my ever growing list of things to do today and tomorrow is to find time to put in a call to Celebrity and wait on hold (ugh) and see if everything can get straightened out before we sail.  

 

Worst case, I’ll be bringing a print out of the email stating that all perks should be included onboard with us and hopefully it can all be resolved with a meeting with the Retreat concierge as soon as we board (and hopefully a quick one so that we can get right to the more important and fun job of showing Jeremy around his first E class ship)!

Just got off phone about our cruise too.  Weird glitches showing money due, like 4k, email for a different amountand gratuities not shown when all was booked and paid a month ago.  Frustrated,  after 1+ hr on phone still not corrected.  Traveling 3/11/23 on Apex

Hi there,  new here on cruise critic. Seasoned cruiser and also on Celebrity.  First time on Apex though, boarding March 11th for daughters 21st birthday celebration cruise.  Congrats to your hubby! So how do I find the drink menu in advance to show my daughter? Will be following your live, excited to be back to cruising post pandemic.