Royal Caribbean customer service problem - Any suggestions?

[popster]

I booked a corner aft balcony cabin (#8690) on Royal Caribbean Navigator of the Seas. When doing so, I was fairly particular about asking questions about location, obstructions, room size, etc. The Royal Caribbean Booking Specialist answered all of my questions but left out one major detail. I was told that this cabin had an oversized balcony but everything else about it was the same as all other category E1 cabins.

A few months later I had reason to believe that this balcony cabin does not have the typical double glass sliding doors. It has only one half glass swing door (similar to a storm door) and no other window. This makes for a very dark cabin which to me is very undesirable. I called RCI a few times to confirm the details of the cabin and each time I was assured that this cabin was the same as all other E1 cabins. I did some more research and found some photos of this exact cabin, which confirmed that my suspicions were correct. I have since called RCI twice to confirm this and now that I have told them that I have seen the photos that prove my earlier suspicions, they agree with me.

Here’s my latest problem with RCI. The booking specialists that I have spoken with understand my wishes to change cabins but there are very few cabins available in this category, none of which are acceptable to me do to location. I have asked for an upgrade to a different category with a location that is more suitable but the specialists that I have spoken with do not have the authority to do this. I have asked to speak to a supervisor and twice I have been placed on hold for 15-20 minutes only find out that there is not a supervisor on duty or that the Resolutions Department is too busy and will not answer the specialists’ calls. Each time this happened I was assured that someone would respond to me. Each time no one has done so.

As a Crown and Anchor Platinum member I made my reservation directly with a RCI Booking Specialist instead of a local travel agent as I thought I would get the best service working directly with RCI. When I called the Crown and Anchor department for assistance, they of course wanted to know what the problem was, but then stated they could not help me because I booked through a Booking Specialist, which is a different department and I would have to go through them. I thought C&A was there to assist repeat customers. I guess I was wrong. I truly thought all RCI employees, especially those in the C&A department, would want to help their customers with a problem that can easily be remedied.

Has anyone else had any similar problems with RCI and the customer service? Not necessarily this exact problem, but customer service in general. If a supervisor will not talk to me when I call and no one responds to me even after I have assurances they will, what should I do next? I can continue to call back but I have better things to do than stay on the phone for 30 minutes or more and repeatedly explain the problem and wait while I am put on hold only to be told that someone will get back to me at a later time.

Thanks for any suggestions.

Popster

[efields2]

By "Royal Caribbean Booking Specialist" do you mean RC's Certified Vacation Planner? If so, C&A can definitely assist you. Once I've given my reservation number, the rep. will know if you booked through them or through a TA (in which case they can't speak with you).

 

That being said, I don't expect you to be upgraded for free just because you don't like any of the rooms that are available in your category. If you are willing to pay, they will definitely let you change your category.

 

I've called RC a few times to have some things changed on my account and got a rep. who claimed it was impossible. I simply thanked them, hung up and called right back to speak to someone else who could help me.

 

Generally speaking, the C&A people are more knowledgeable, but in your case, I'm not sure anything can be resolved if you aren't willing to pay to upgrade.

[mamapan]

You've done enough backbends...

 

agoldstein@rccl.com

[wwcruisers]

How far away is your cruise date? Sadly -- aft cabins tend to get snapped up quickly, so there may not be any others available. Are you asking to be moved to a different location on the ship?

 

The "tried and true" answer that you will see time and time again here is: if you don't get the desired results with the first person you speak with at RC, hang up and try again later. Sounds like you have already done that, but I'd keep trying to get someone in the resolutions department. Be aware, though -- those folks don't always give you what you want, and they are pretty much the final authority on most booking issues.

 

If you feel that people are just refusing to even try to help you with your problem, you could always try e-mailing Adam Goldstein or Richard Fain -- be sure to include a daytime phone number in your e-mail, so someone from their office can call you back. Good luck!

[kc320]

We had an E-1 corner aft on Mariner...in addition to the single glass door there was also a large round window...are you sure your cabin does not have this? And to be honest..we kept the curtain closed most of the time & our room was not dark at all...

[Starry Eyes]

I agree that it would be nice if customer service knew every detail about every cabin on every ship, but alas that may never happen. Having researched it, you have time to pick your poison, as most cabins have pluses and minuses.

 

It would seem you like your current cabin better than the 14 available E1's. So would I, not because there is anything really wrong with any of the others, most are perfectly average side E1's or deck 6 afts. With so many other cabins available in your category, I have trouble imagining that you will get a free upgrade now that you have learned more about your cabin. Try as much as you like, of course, as sometimes the squeaky wheel gets the grease. Other times the squeaky wheel just squeaks.

 

Honestly, I would keep that cabin and watch one of the websites that shows cabin availability. If a cabin you prefer in the same category comes available (as often happen especially near final payment time), switch to the new one. If you really, really want to upgrade to a D1 aft or similar, you should probably pull out the credit card to upgrade before somebody else gets the cabin you really want.

[popster]

Thanks for your responses. Just to clarify a few points........

 

I booked directly with RCI, not an outside agency. When I called C&A, they referred to the 'Certified Vacation Planner' as a 'Booking Specialist'. I thought that was odd, but it's their company, I thought they knew what they were talking about.

 

Regarding the upgrade.......yes, it would be nice if they offered me the Grand Suite for the same price, but I am realistic. Since there is not a good choice of cabins available in my catagory, I would be content with upgrading to a different catagory and pay the difference between the two....not the difference between what I paid and the going rate, but the $20-40.00 +/- difference between the two catagories, which is the same now and was when I originally booked.

 

And thanks for the tip on emailing Adam Goldstein and Richard Fein.

 

Popster

[popster]

We had an E-1 corner aft on Mariner...in addition to the single glass door there was also a large round window...are you sure your cabin does not have this? And to be honest..we kept the curtain closed most of the time & our room was not dark at all...

 

The corner on deck 9 has the round window. On deck 8, it is just a blank wall.

[Merion_Mom]

I booked a corner aft balcony cabin (#8690) on Royal Caribbean Navigator of the Seas. When doing so, I was fairly particular about asking questions about location, obstructions, room size, etc. The Royal Caribbean Booking Specialist answered all of my questions but left out one major detail. I was told that this cabin had an oversized balcony but everything else about it was the same as all other category E1 cabins.

A few months later I had reason to believe that this balcony cabin does not have the typical double glass sliding doors. It has only one half glass swing door (similar to a storm door) and no other window. This makes for a very dark cabin which to me is very undesirable. I called RCI a few times to confirm the details of the cabin and each time I was assured that this cabin was the same as all other E1 cabins. I did some more research and found some photos of this exact cabin, which confirmed that my suspicions were correct. I have since called RCI twice to confirm this and now that I have told them that I have seen the photos that prove my earlier suspicions, they agree with me.

Here’s my latest problem with RCI. The booking specialists that I have spoken with understand my wishes to change cabins but there are very few cabins available in this category, none of which are acceptable to me do to location. I have asked for an upgrade to a different category with a location that is more suitable but the specialists that I have spoken with do not have the authority to do this. I have asked to speak to a supervisor and twice I have been placed on hold for 15-20 minutes only find out that there is not a supervisor on duty or that the Resolutions Department is too busy and will not answer the specialists’ calls. Each time this happened I was assured that someone would respond to me. Each time no one has done so.

As a Crown and Anchor Platinum member I made my reservation directly with a RCI Booking Specialist instead of a local travel agent as I thought I would get the best service working directly with RCI. When I called the Crown and Anchor department for assistance, they of course wanted to know what the problem was, but then stated they could not help me because I booked through a Booking Specialist, which is a different department and I would have to go through them. I thought C&A was there to assist repeat customers. I guess I was wrong. I truly thought all RCI employees, especially those in the C&A department, would want to help their customers with a problem that can easily be remedied.

Has anyone else had any similar problems with RCI and the customer service? Not necessarily this exact problem, but customer service in general. If a supervisor will not talk to me when I call and no one responds to me even after I have assurances they will, what should I do next? I can continue to call back but I have better things to do than stay on the phone for 30 minutes or more and repeatedly explain the problem and wait while I am put on hold only to be told that someone will get back to me at a later time.

Thanks for any suggestions.

Popster

Ok, the photo doesn't want to post.

 

Here's a thread about this cabin. Several people were VERY happy with it, and said that the cabin wasn't dark at all.

 

http://boards.cruisecritic.com/showthread.php?t=867884

 

Sorry, this only shows pictures of the balcony: http://www.voyager-class.com/pictures/cabins/aft_83908690/gallery.html

[Jimbo]

I know it doesn't seem fair, but do yourself a favor and call and upgrade right now to a Category D1 cabin and pay for the upgrade.

 

Switch to Cabin #1692

 

You won't be sorry, it's a bigger cabin and the balcony and the view is a 100 times better then the one on deck 8.

 

Call asap so you don't lose this chance for a primo aft cabin on deck 10

 

Good Luck

Jimbo:)

[Starry Eyes]

Thanks for your responses. Just to clarify a few points........snip...

Regarding the upgrade.......yes, it would be nice if they offered me the Grand Suite for the same price, but I am realistic. Since there is not a good choice of cabins available in my catagory, I would be content with upgrading to a different catagory and pay the difference between the two....not the difference between what I paid and the going rate, but the $20-40.00 +/- difference between the two catagories, which is the same now and was when I originally booked.

 

And thanks for the tip on emailing Adam Goldstein and Richard Fein.

 

Popster

 

good luck and let us know how it works out.

[appstate 92]

Thanks for your responses. Just to clarify a few points........

 

I booked directly with RCI, not an outside agency. When I called C&A, they referred to the 'Certified Vacation Planner' as a 'Booking Specialist'. I thought that was odd, but it's their company, I thought they knew what they were talking about.

 

Regarding the upgrade.......yes, it would be nice if they offered me the Grand Suite for the same price, but I am realistic. Since there is not a good choice of cabins available in my catagory, I would be content with upgrading to a different catagory and pay the difference between the two....not the difference between what I paid and the going rate, but the $20-40.00 +/- difference between the two catagories, which is the same now and was when I originally booked.

 

And thanks for the tip on emailing Adam Goldstein and Richard Fein.

 

Popster

The recommendation to contact Adam Goldstein is the best. I don't recommend email. I had a somewhat minor issue compared to this one but it was an RCI Certified Vacationer Planner. I was told by a supervisor he wouldn't do anything. I requested Mr. Goldstein's number. I was told I could only write him. Well google him and you'll get his office numer. I didn't speak to him but his assistant was on top of it, my problem resolved in a few hours. Again mine was minor. Couldn't hurt to try.

[popster]

Thank you everyone for your suggestions. I am not sure exactly what I will do next. I like the idea of calling Adam Goldstein, but we'll see. I will absolutely let you know the final outcome.

 

Popster

[graciekelli]

2 cruises ago, I did an onboard booking "deposit" to help with the down payment of our next cruise which was a 14 day transatlantic for our family of 5. I called 11 months in advance to RC booking specialist direct -- no TA. I was told by the booking specialist that they would not honor my down payment deposit that I had previously made on board my last trip. He said they would credit that money towards my total amount due, but that I would still be required to pay the minimum down payment (which was much more than the 500 I had booked for the next cruise. This was not my understanding at the time I booked on board. Needless to say, I was not prepared to pay the large amount of down payment they were requesting at the time. I was upset. But the RC specialist told me...why don't you wait until May and we have a sale where you can put down a smaller deposit. Okay...that sounded good to me...just a few months away. So that's what I did. The cruise special comes and I call to book the cruise with a 50% reduced deposit!! Problem solved:) or so I thought. When we get to the payment of deposit, I tell them to use the money I already gave them --- you know the 500 from that prior cruise. The RC cruise specialist tells me that I couldn't use that deposit because you can't combine specials...ie. the on board booking and the cruise sale. At this point, I am mad. I told them that I wanted my money back...the 500. If I couldn't use it as my down payment originally and I couldn't use it during the cruise sale...then when can I use it???? This whole on board booking deposit was completely misrepresented to me. I ask to speak to his supervisor. I tell the whole long story and the supervisor tells me to speak to C&A. I then get transfered to C&A and begin the whole long story again. The C&A specialist tells me that I could have used the deposit during the original call --that the RC booking guy didn't know what he was talking about. Oh...by the way, my wait until the sale, caused us about 1000 more to get the balcony rooms I had originally wanted. At this time I had downgraded the room to OV. But was still paying about 400 more. But the C&A specialist said there was nothing she could do about any of this, that it was my fault for not calling C&A in the first place to book the cruise. I asked if they if they all worked for the same company or what??? I was told that they did, but they did have issues communicating the programs that are offered by C&A to the booking specialist...and this is my fault???? Anyway, she referred me to the problem resolution desk. When once again I had to explain the whole long story. I told them how frustrating it is that I could have, should had, would have had what I originally wanted had RC only communicated with its employees. So at the end of the day, the problem resolution, gave me the 2 OV cabins at the price of the lowest inside rate. I was happy. I ended up saving about 150 from my original price of the Balcony rooms, but I was taking the lower category OV rooms. I learned alot from this experience. I never yelled or demanded anything, but was patient and did spend about 3 hours on the phone until the problem finally resolved. We had a fabulous trip

[travelgrl1278]

I hope you get this resolved...if you google the ship name and room number there is very conflicting information on the room...

[popster]

Just a follow up....

 

Three P's sometimes work best....

Patience - don't rush full steam ahead and demand or make threats.

Politeness - always be polite even if you are frustrated to the max.

Persistence - follow up without being overly aggressive.

 

I decided to hold back before calling Adam Goldstein or making any demands or threats (they never seem to work anyway) and sure enough I received an email from someone in the resolutions department asking me to call so we can work this out. We have been playing a little email/phone tag so far, but at least they are not ignoring me.

Thanks again for your suggestions. I'll keep you posted.

[molly361]

Just a follow up....

 

Three P's sometimes work best....

Patience - don't rush full steam ahead and demand or make threats.

Politeness - always be polite even if you are frustrated to the max.

Persistence - follow up without being overly aggressive.

 

I decided to hold back before calling Adam Goldstein or making any demands or threats (they never seem to work anyway) and sure enough I received an email from someone in the resolutions department asking me to call so we can work this out. We have been playing a little email/phone tag so far, but at least they are not ignoring me.

Thanks again for your suggestions. I'll keep you posted.

 

Good luck!!!

[Jimbo]

Just a follow up....

 

Three P's sometimes work best....

Patience - don't rush full steam ahead and demand or make threats.

Politeness - always be polite even if you are frustrated to the max.

Persistence - follow up without being overly aggressive.

 

I decided to hold back before calling Adam Goldstein or making any demands or threats (they never seem to work anyway) and sure enough I received an email from someone in the resolutions department asking me to call so we can work this out. We have been playing a little email/phone tag so far, but at least they are not ignoring me.

Thanks again for your suggestions. I'll keep you posted.

 

Ask for the cabin I suggested.

 

Jimbo:)

[KITKAT0229]

I think you can change your cabin number in your my cruises account. I've never actually changed cabins online but you might try it. I would think that if you are past final payment it would then prompt you to pay the difference.

 

At this point though, all you have to do when you call them is ask to change rooms and tell them you'll pay the difference.

[popster]

Jimbo, I asked about that cabin. It was not available. In fact, there are not too many cabins available in the 'preferred' locations. But the woman from the resolutuions department called me this evening and offered to help me find a cabin that was suitable. She searched all availability and we finally settled on a D1 cabin. This was 3 up from my original E1 and they gave me the upgrade at no extra charge. I still would have preferred one of the other aft balcony cabins, but since they were not available, this was a very nice gesture on RCi's part to satisfy me.

I guess I will just have to book another cruise to get that coveted aft balcony :D

 

Thanks again for everyone's suggestions and advice. It's great to know I have 337,004 CruiseCritic friends looking out for me.:)

 

Popster

[alexkrn46]

Jimbo, I asked about that cabin. It was not available. In fact, there are not too many cabins available in the 'preferred' locations. But the woman from the resolutuions department called me this evening and offered to help me find a cabin that was suitable. She searched all availability and we finally settled on a D1 cabin. This was 3 up from my original E1 and they gave me the upgrade at no extra charge. I still would have preferred one of the other aft balcony cabins, but since they were not available, this was a very nice gesture on RCi's part to satisfy me.

I guess I will just have to book another cruise to get that coveted aft balcony :D

 

Thanks again for everyone's suggestions and advice. It's great to know I have 337,004 CruiseCritic friends looking out for me.:)

 

Popster

 

Glad to hear you got a resolution, enjoy your cruise.

[Jimbo]

Jimbo, I asked about that cabin. It was not available. In fact, there are not too many cabins available in the 'preferred' locations. But the woman from the resolutuions department called me this evening and offered to help me find a cabin that was suitable. She searched all availability and we finally settled on a D1 cabin. This was 3 up from my original E1 and they gave me the upgrade at no extra charge. I still would have preferred one of the other aft balcony cabins, but since they were not available, this was a very nice gesture on RCi's part to satisfy me.

I guess I will just have to book another cruise to get that coveted aft balcony :D

 

Thanks again for everyone's suggestions and advice. It's great to know I have 337,004 CruiseCritic friends looking out for me.:)

 

Popster

 

Call again right now and ask to be switched to Cabin 1692, it is available and its they same category(D1) Cabin they gave you so they really shouldn't have a problem switching the cabin for you.

Just call the regular royal caribbean phone number, not the resoulution department.

 

Maybe when she was searching she skipped this cabin because it can hold 3 or 4 persons, doesn't matter though because she should have been able to switch you to it anyway. They will book 2 people into at 3 or 4 person cabin, they do it all the time.

 

Your ship is Navigator Dec 10 right?

 

Jimbo:)

[popster]

Call again right now and ask to be switched to Cabin 1692, it is available and its they same category(D1) Cabin they gave you so they really shouldn't have a problem switching the cabin for you.

Just call the regular royal caribbean phone number, not the resoulution department.

 

Maybe when she was searching she skipped this cabin because it can hold 3 or 4 persons, doesn't matter though because she should have been able to switch you to it anyway. They will book 2 people into at 3 or 4 person cabin, they do it all the time.

 

Your ship is Navigator Dec 10 right?

 

Jimbo:)

 

Jimbo, yes....Dec 10. I just checked and, like you said, 1692 is available. Is the balcony comletely exposed. My wife needs to sit in the shade because of reactions to direct sun because of some medications....crazy since we love going to the caribbean. Also, what about privacy and noise from the upper decks?

Thanks for your help.

[Jimbo]

Jimbo, yes....Dec 10. I just checked and, like you said, 1692 is available. Is the balcony comletely exposed. My wife needs to sit in the shade because of reactions to direct sun because of some medications....crazy since we love going to the caribbean. Also, what about privacy and noise from the upper decks?

Thanks for your help.

 

That's ashame, I wish I would have known earlier I would have told you to stick with the Category E1 you first had, because a great Category E1 cabin is available on deck 7, Cabin 7388 for your sailing, largest balcony on the entire ship and it does have shade on it most of the time.

 

#7388 looks like this http://travel.webshots.com/photo/1048328776036355651DMSnoe

 

I doubt now that you already switched from an E1 to a D1 that they will let you switched back to an E1 though.

 

 

#1692 looks like this http://travel.webshots.com/photo/1048328282036355651pRNVCq

 

As far as #1692 it does have some shade on it if you sit back toward the sliding glass door but really all depends where the sun is at the time. You will have some complete shade depending on the direction the ship is traveling to the islands.

 

The Balcony it is very private, no one can see you from above inless you are against the balcony railing and looking up behind you at the enclosed glass window on the above carpeted Windjammer. No noise from above and it is closed after dinner at 9pm. So no one is above you.

 

More aft balcony cabin pictures (Voyager Calass Ships only) http://community.webshots.com/album/48328219CtbGLi

 

 

Jimbo:)

[popster]

That's ashame, I wish I would have known earlier I would have told you to stick with the Category E1 you first had, because a great Category E1 cabin is available on deck 7, Cabin 7388 for your sailing, largest balcony on the entire ship and it does have shade on it most of the time.

 

#7388 looks like this http://travel.webshots.com/photo/1048328776036355651DMSnoe

 

I doubt now that you already switched from an E1 to a D1 that they will let you switched back to an E1 though.

 

 

#1692 looks like this http://travel.webshots.com/photo/1048328282036355651pRNVCq

 

As far as #1692 it does have some shade on it if you sit back toward the sliding glass door but really all depends where the sun is at the time. You will have some complete shade depending on the direction the ship is traveling to the islands.

 

The Balcony it is very private, no one can see you from above inless you are against the balcony railing and looking up behind you at the enclosed glass window on the above carpeted Windjammer. No noise from above and it is closed after dinner at 9pm. So no one is above you.

 

More aft balcony cabin pictures (Voyager Calass Ships only) http://community.webshots.com/album/48328219CtbGLi

 

 

Jimbo:)

 

Jimbo, thanks for the info....have to run to work now...will check these out a little later...will let you know what we finally decide.

Have a great day.

Popster