Disgusted with RCL and Rhapsody Cabin changes!

[havebagswilltravel]

If you are replying about the screen shots , anything other than the one from the RCL site would be useless .

oh I knew as soon as I posted that it WOULD be useless - and as I said, if dated, would have today's date. BUT it shows that they have not informed OTHER agents and wrong cabins are still being booked through multiple sources; as customers using them are seeing the old deck plans.

[dcward89]

I got this reply this morning to the e-mails I sent to Goldstein and Fain about this situation...

 

Dear Ms. Ward:

Thank you for taking the time to contact Royal Caribbean International. I am pleased to have the opportunity to address your concerns.

We appreciate you taking the time to share your feedback regarding the recent changes of the deck plan of the Rhapsody of the Seas. Please rest assured that we are working with the guests who were affected by this change.

Once again, I thank you for taking the time to share your thoughts. Ms. Ward, we hope to have the opportunity to welcome you onboard soon.

Sincerely,

Diana

Sr. Executive Representative

[uksimonusa]

It would be interesting to know how many unresolved BBB complaints RC has. This is one major screwup and the original bookings should be given the choice of an upgrade or restoration of their booking. The others then displaced should be given upgrades.

 

RCI have 36 unresolved complaints, where the BBB found they made good faith to correct the complaint, but the consumer was not satisfied, this is out of 166 closed complaints in the last 3 years. They have an A+ rating

[ollienbertsmum]

I got this reply this morning to the e-mails I sent to Goldstein and Fain about this situation...

 

[ Please rest assured that we are working with the guests who were affected by this change.[/size][/font]

Once again, I thank you for taking the time to share your thoughts. Ms. Ward, we hope to have the opportunity to welcome you onboard soon.

 

Diana

Sr. Executive Representative

 

So maybe those guests who feel that Diana and co are not working with them need to email her, tell her that they have heard from Ms Ward that RCL are working with some of the guests, that they are guests who have been affected but not yet contacted. They need to say something along the lines of "when is this 'working with' thing going to start?". Ms Dolphin cannot say what she said and then not have RCL take some form of action.

 

Or was there offer of $200 supposed to come under the term of 'working with' ?? I wouldn't be a happy cruiser if I had been affected.

[boo214]

" Hello Mr. G, welcome back to Sowhat Airlines! Oh, just as a reminder, we have remodeled the interior of our planes. Your seat, 6A, is now the last row of the first class section. It is up against a bulkhead so it will no longer recline. You will remain in the full upright position for the duration of the flight. The other side of that bulkhead is a new lavatory we installed, so you might hear/feel some banging as the door opens and closes. We also removed the window from that row."

 

"What? no, your seat is still in the first class section, and still numbered 6A... that's what you selected and paid for. Ok, we'll give you a free mineral water once we are in the air. By the way, thanks again for being a valued member of our frequent flier program!"

great post!

[papakaiser]

I got this reply this morning to the e-mails I sent to Goldstein and Fain about this situation...

 

Dear Ms. Ward:

Thank you for taking the time to contact Royal Caribbean International. I am pleased to have the opportunity to address your concerns.

We appreciate you taking the time to share your feedback regarding the recent changes of the deck plan of the Rhapsody of the Seas. Please rest assured that we are working with the guests who were affected by this change.

Once again, I thank you for taking the time to share your thoughts. Ms. Ward, we hope to have the opportunity to welcome you onboard soon.

Sincerely,

Diana

Sr. Executive Representative

Well...if nothing else, I've had my laugh for the day. There has been no attempted contact between myself, or RCI in the past 2 months.

[critterchick]

I wrote a whole story on cabin 8000........that went poof!

 

So a quick note, and I had the conversation between the Royal Caribbean agent and the person that had booked cabin 8000, thinking that it was an OS, only to find out that it's a JFS.......does not even hold a gold card for this cabin.

 

I have booked cabin 8000......which was an OS. If my booking had been taken away from me........ie, you have cabin 8000, only it's now just a Junior Family Suite, and I'm sorry that all OS's are full........

 

Well.......it was a great story, but I'm not going to re write it. It was tounge in cheek.

 

However, there are a few that have cabin 8000 booked, thinking that they are an OS.

 

The JS fiasco is very upseting, but let's hear from someone that is forced to occupy a cabin of a different catagory.:rolleyes:

 

Rick

 

That person quoted in the CC article (which has been edited) knew that he was booking the RJS, just didn't know that it wouldn't have a balcony. But you're right: there likely to be pax who booked 8000 and paid the full $1000+ deposit who may have a nasty shock at some point.

 

I got this reply this morning to the e-mails I sent to Goldstein and Fain about this situation...

 

Dear Ms. Ward:

Thank you for taking the time to contact Royal Caribbean International. I am pleased to have the opportunity to address your concerns.

We appreciate you taking the time to share your feedback regarding the recent changes of the deck plan of the Rhapsody of the Seas. Please rest assured that we are working with the guests who were affected by this change.

Once again, I thank you for taking the time to share your thoughts. Ms. Ward, we hope to have the opportunity to welcome you onboard soon.

Sincerely,

Diana

Sr. Executive Representative

 

Really....:rolleyes::rolleyes:

[HokiePoq]

RCI have 36 unresolved complaints, where the BBB found they made good faith to correct the complaint, but the consumer was not satisfied, this is out of 166 closed complaints in the last 3 years. They have an A+ rating

 

Went back and searched my old case on this. I am wondering if different parts of the corporation are rated in different places. My complaint ended up with the Wichita BBB and that part of RCL is not BBB rated.

 

http://www.bbb.org/wichita/business-reviews/cruises/royal-caribbean-international-in-wichita-ks-6367

 

Good to know people have better experiences where you found that data.

[uksimonusa]

Went back and searched my old case on this. I am wondering if different parts of the corporation are rated in different places. My complaint ended up with the Wichita BBB and that part of RCL is not BBB rated.

 

http://www.bbb.org/wichita/business-reviews/cruises/royal-caribbean-international-in-wichita-ks-6367

 

Good to know people have better experiences where you found that data.

http://www.seflorida.bbb.org/

[Dan Askin]

I posted a reply to the article. If you check out the Roll Call for the May, 2013 Honolulu to Vancouver trip, you'll see that Royal Diamond wasn't booked in an OS and downgraded. As I understand it,he was all set to book a corner aft JS but was offered the Family JS with balcony at no extra charge. Then he got an email saying that, due to a miscommunication, there was no balcony, after all (which makes you wonder why they're even calling it a JS instead of a Family Oceanview). By the all of the fantail JS were gone. He worked it out, but it never should have happened to him in the first place. And he got a double whammy, having lost his corner aft for a cruise this year, although he got it back, or maybe the other corner.

 

I suppose they might have been planning to cut a balcony into the hull and found that they couldn't do it once the ship was in dry dock, but that wouldn't be a miscommunication. That would be a change in plans due to safety or engineering issues that weren't apparent at the time they drew up the new plans, a much more plausible reason IMO.

 

Thanks, Critterchick -- our mistake, which has been clarified.

[HokiePoq]

http://www.seflorida.bbb.org/

 

Interesting, thanks. I see the A+ rating. My complaint was classified closed by the BBB, though never resolved. Wonder if they send the unresolved ones on to headquarters in Wichita where they die a slow death.

[Cuizer2]

I got this reply this morning to the e-mails I sent to Goldstein and Fain about this situation...

 

Dear Ms. Ward:

 

Thank you for taking the time to contact Royal Caribbean International. I am pleased to have the opportunity to address your concerns.

 

We appreciate you taking the time to share your feedback regarding the recent changes of the deck plan of the Rhapsody of the Seas. Please rest assured that we are working with the guests who were affected by this change.

 

Once again, I thank you for taking the time to share your thoughts. Ms. Ward, we hope to have the opportunity to welcome you onboard soon.

 

Sincerely,

 

 

 

Diana

Sr. Executive Representative

 

This being an election year you better get used to the long winded say nothing reply.

[rubrrick]

That person quoted in the CC article (which has been edited) knew that he was booking the RJS, just didn't know that it wouldn't have a balcony. But you're right: there likely to be pax who booked 8000 and paid the full $1000+ deposit who may have a nasty shock at some point.

 

 

 

Really....:rolleyes::rolleyes:

 

Jean.........check out the Royal Caribbean site. Although, it shows no balcony, the cabin description shows a 55 square foot balcony!

 

Oh my!!:eek:

 

Rick

[Bigcat47]

Well...if nothing else, I've had my laugh for the day. There has been no attempted contact between myself, or RCI in the past 2 months.

 

I too got a good laugh from this. There has been NO ATTEMPT by RCL to correct this issue. The ONLY time they have contacted me was after I sent a letter to Mr. Goldstein and Mr. Fain and the Executive Customer Relations Specialist called me to tell me that there was nothing they could do to get me back the orginal Aft Fantail cabin I booked. They have not been proactive at all.

[travelin_nat]

Come on, people! What's WRONG with you?? Don't you know $200 OBC is fair compensation for being booted from a cabin you paid thousands of dollars for? Sheesh!! :roll eyes:

 

Every cruiser I talk to is completely bewildered by this situation. We will get the word out there. Remember the shampoo commercials from maybe the 80's.....I told two friends, then they told two friends, and so on, and so on....

[TheMiz]

Interesting, thanks. I see the A+ rating. My complaint was classified closed by the BBB, though never resolved. Wonder if they send the unresolved ones on to headquarters in Wichita where they die a slow death.

 

 

Sure it was closed, they are members of the BBB.

 

 

 

Now what you are not being told it there is indeed another step you can take with the BBB and your complaint. You can appeal and have it go through a panel .

[uksimonusa]

Sure it was closed, they are members of the BBB.

 

 

 

Now what you are not being told it there is indeed another step you can take with the BBB and your complaint. You can appeal and have it go through a panel .

 

They are not members of the BBB in South Florida, where they are based:confused:

 

http://www.bbb.org/south-east-florida/business-reviews/cruise-lines/royal-caribbean-international-in-miami-fl-11003117

[TheMiz]

They are not members of the BBB in South Florida, where they are based:confused:

 

http://www.bbb.org/south-east-florida/business-reviews/cruise-lines/royal-caribbean-international-in-miami-fl-11003117

 

 

Wow that is surprising, also is the filing of "Problems with Product / Service"

to me I would have filed in the "Advertising / Sales Issues" group

[Bigcat47]

Received an update from the BBB today. It is still open as I have a chance to respond as to my thoughts with how RCCL has handled my complaint. Basically RCCL said that they have offered $200 OB Credit as resolution. They have made every attempt to take care of the situation but that the return of the original cabin location is not an option. Neither is receiving any additional compensation. They say that the Fantail Aft cabin#s before the refurb were moved as a result of the changes, and I am not going to get my original location back. End of Story.

[EV2008]

Received an update from the BBB today. It is still open as I have a chance to respond as to my thoughts with how RCCL has handled my complaint. Basically RCCL said that they have offered $200 OB Credit as resolution. They have made every attempt to take care of the situation but that the return of the original cabin location is not an option. Neither is receiving any additional compensation. They say that the Fantail Aft cabin#s before the refurb were moved as a result of the changes, and I am not going to get my original location back. End of Story.

 

 

Well next time someone asked me what cruise line I prefer I will NOT recommend them anymore. They have the additude, take it or leave it, we can find other customers to cruise don't need you. Well I can spend my money somewhere else.

[dcward89]

Well next time someone asked me what cruise line I prefer I will NOT recommend them anymore. They have the additude, take it or leave it, we can find other customers to cruise don't need you. Well I can spend my money somewhere else.

 

I agree 100%. I will not give my money to a cruise line that has so blatantly disregarded their customer. I have been impatiently waiting for the release of a particular cruise on RCCL for 2013 but I have thrown that out the window. I am going to spend some time this evening looking at Princess and Holland America. They will not get a single penny more from me...and since I am the travel planner for both sides of my family that means a loss of at least 24 people. I am also going to email both Goldstein and Fain and let them know this. I was not affected by this at all but I will not support a company that would do this.

 

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[papakaiser]

I agree 100%. I will not give my money to a cruise line that has so blatantly disregarded their customer. I have been impatiently waiting for the release of a particular cruise on RCCL for 2013 but I have thrown that out the window. I am going to spend some time this evening looking at Princess and Holland America. They will not get a single penny more from me...and since I am the travel planner for both sides of my family that means a loss of at least 24 people. I am also going to email both Goldstein and Fain and let them know this. I was not affected by this at all but I will not support a company that would do this.

 

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Thank you. Those of us that were affected by this appreciate the support we have received here on Cruise Critic.

[CoupleUK]

I only just got to reading this story - a day after we booked with RCCL and paid for non-refundable flights.

 

This situation is disgusting and RCCL cannot be trusted to treat their customers fairly - a $200 credit is not good enough (by a long way).

 

The newer reservations for these cabins should be moved and the original customer bookings must be honoured.

 

I wonder whether the new passengers in these cabins are aware of this situation? I wonder whether they would do the decent thing and hand the cabins back? - I very much doubt it.

 

RCCL lost its shine for us a while back and we havent cruised with them for 5 years - after this fiasco , I can't see us racing to book with them in future.

 

Royal Caribbean - do the right thing for your customers !!!!

[StillPooh]

I am betting the new passengers are paying a higher fare than those who booked a year ago, and that is why they are getting preferential treatment. :mad:

[Dive Master]

Well next time someone asked me what cruise line I prefer I will NOT recommend them anymore. They have the additude, take it or leave it, we can find other customers to cruise don't need you. Well I can spend my money somewhere else.

 

 

This reminds me of the fuel surcharge fiasco (price increase) of 2008. I called the Crown and Anchor Club to voice my concerns and got some jerk named Nathan(supposedly a manager) on the phone. He told me to just shut up and quit complaining as I had "NO CHOICE" but to pay the illegal price increase. I don't react well to ultimatums---one of my little personal problems. I told Nathan that I did have a CHOICE and to take his crown,his anchor, and his cruise and stick them up his smokestack. Next call was to cancel the cruise.Third call was to the FLAG (Florida Attourney General) who in the end agreed with me long after the cruise had sailed.