CAS Booking Error - Their Mistake!!...Help!!!!!

[Coastalbreezes]

I called CAS this morning to book the Breakaway 12-day Southern Caribbean for Jan 5, 2014. I knew the exact cabin I wanted and 1) was given a price; 2) put down a deposit; 3) was given a reservation confirmation number and final payment date.

 

Just returned home to get a message from the agent who took the booking who said "Please accept my profuse apologies because you were only entitled to a discount for a mini-suite, not the penthouse suite you chose; please call me back and unfortunately the price is now going to be higher than I quoted you. Again, my sincere apologies. Please call us as soon as possible"

 

The discount I was given was in line with discounts I have received on other bookings through CAS so my belief is that the price they quoted is the price I should pay!

 

Thoughts? Comments?

 

Tracy

[johnsak123]

I think you should write to Mr Sheehan

You were quoted a price and paid accordingly and even received a confirmation so they should honor that price.

I booked thru CAS and when they told me the price of my cabin in jumped on it in a heart beat because I know they made a mistake. And than goodness they didnt catch it.

[Coastalbreezes]

I think you should write to Mr Sheehan

You were quoted a price and paid accordingly and even received a confirmation so they should honor that price.

I booked thru CAS and when they told me the price of my cabin in jumped on it in a heart beat because I know they made a mistake. And than goodness they didnt catch it.

 

I am going to speak with a supervisor when I call tomorrow. I was actually given the same percent reduction as my upcoming New Year's Eve cruise which is why I don't understand what the problem is! Will report back after my phone call.

 

Tracy

[JGaleCPA]

Sounds like a unilateral contract mistake.

 

Their mistake, their problem.

[SeaShark]

I called CAS this morning to book the Breakaway 12-day Southern Caribbean for Jan 5, 2014. I knew the exact cabin I wanted and 1) was given a price; 2) put down a deposit; 3) was given a reservation confirmation number and final payment date.

 

Just returned home to get a message from the agent who took the booking who said "Please accept my profuse apologies because you were only entitled to a discount for a mini-suite, not the penthouse suite you chose; please call me back and unfortunately the price is now going to be higher than I quoted you. Again, my sincere apologies. Please call us as soon as possible"

 

The discount I was given was in line with discounts I have received on other bookings through CAS so my belief is that the price they quoted is the price I should pay!

 

Thoughts? Comments?

 

Tracy

 

Let me pose a question....

 

 

Say that the CAS rep would have realized instead that the error was the opposite...that you had been quoted a price that was HIGHER than what you were supposed to pay and that your actual charge should have been less. Say that the CAS rep had called you and admitted to THAT error and asked you to call back.

 

Would you expect to be given the accurate (IOW lower) price?

 

OR

 

Would you be saying "We'll this (the higher price) was the agreed upon price. Mistake or not, once a price is quoted they should have to stick to it. I'm going to insist that a supervisor make sure the quoted price sticks."?

 

 

I'm just curious as to whether or not your feelings on mistakes and price would be different from the other side of the error...

[Coastalbreezes]

SeaShark, you have a valid point and of course, if the price were lower it would be nice if they called and admitted it (although doubtful that they would IMHO).

 

Here is my position: When I booked my New Year's Eve cruise on the Jewel, I was offered a comp balcony cabin. When I asked the rep at CAS what the price would be for an upgrade to a specific 2-bedroom category, I was quoted a price and agreed to it even though it wasn't as much off as I would have liked. It basically amounted to 20% off the regular cabin price.

 

Same when I called about the Breakaway. I had a CAS offer in the mail for a comped mini-suite and inquired about a price to upgrade to penthouse. I was quoted a price and agreed to it even though it was way more than I have ever paid for a cruise in my life. Again, this offer was about 20% off the regular cabin price. I thought it a bit odd that the rep kept commenting on how "lucky" I was to get the last cabin in my particular category; maybe they realized after the fact that they could have gotten more for it?

 

One big issue I have with CAS is that they only offer comps/discounts based on a person's most recent cruise play and do not take into consideration that (in my case in particular) I took three cruises in five months and spent a helluva lot of money in the casinos!

 

Tracy

[EaglesWin]

SeaShark, you have a valid point and of course, if the price were lower it would be nice if they called and admitted it (although doubtful that they would IMHO).

 

Here is my position: When I booked my New Year's Eve cruise on the Jewel, I was offered a comp balcony cabin. When I asked the rep at CAS what the price would be for an upgrade to a specific 2-bedroom category, I was quoted a price and agreed to it even though it wasn't as much off as I would have liked. It basically amounted to 20% off the regular cabin price.

 

Same when I called about the Breakaway. I had a CAS offer in the mail for a comped mini-suite and inquired about a price to upgrade to penthouse. I was quoted a price and agreed to it even though it was way more than I have ever paid for a cruise in my life. Again, this offer was about 20% off the regular cabin price. I thought it a bit odd that the rep kept commenting on how "lucky" I was to get the last cabin in my particular category; maybe they realized after the fact that they could have gotten more for it?

 

One big issue I have with CAS is that they only offer comps/discounts based on a person's most recent cruise play and do not take into consideration that (in my case in particular) I took three cruises in five months and spent a helluva lot of money in the casinos!

 

Tracy

 

So are you trying to say that they offered you 20% off and then changed their mind because they don't think you have played enough recently? Were they still giving you a discount, only smaller than 20%? This was a discount on the difference (i.e. upgrade amount), right?

 

Maybe you should find out if you take the upgrade would they consider giving you the quoted rate after the fact (i.e. give you a refund) if your play justifies it. Find out what they think would justifiy it.

[JGaleCPA]

Let me pose a question....

 

 

Say that the CAS rep would have realized instead that the error was the opposite...that you had been quoted a price that was HIGHER than what you were supposed to pay and that your actual charge should have been less. Say that the CAS rep had called you and admitted to THAT error and asked you to call back.

 

Would you expect to be given the accurate (IOW lower) price?

 

OR

 

Would you be saying "We'll this (the higher price) was the agreed upon price. Mistake or not, once a price is quoted they should have to stick to it. I'm going to insist that a supervisor make sure the quoted price sticks."?

 

 

I'm just curious as to whether or not your feelings on mistakes and price would be different from the other side of the error...

 

Of course, within the refund period the booking could be cancelled and then re-booked at a lower price.

 

A contract is a binding agreement of people with capacity to enter into it.

 

Don't know if I can post this link but here goes:

 

http://abcnews.go.com/blogs/headlines/2012/10/chevy-dealer-errs-in-sale-price-has-customer-danny-sawyer-arrested-for-theft/

[SeaShark]

Of course, within the refund period the booking could be cancelled and then re-booked at a lower price.

 

A contract is a binding agreement of people with capacity to enter into it.

 

Don't know if I can post this link but here goes:

 

http://abcnews.go.com/blogs/headlines/2012/10/chevy-dealer-errs-in-sale-price-has-customer-danny-sawyer-arrested-for-theft/

 

You make an excellent point. A contract is a BINDING AGREEMENT of people with capacity to enter into it. By entering into that contact ALL parties agree to be bound by the terms enumerated in the contract.

 

Like this one from the NCL contract...

 

Carrier reserves the right to collect the fare in effect for the accommodations selected by the Guest. Carrier shall be entitled to, but not obligated to, upgrade any guest free of charge to higher priced accommodations, at the sole discretion of Carrier. Carrier shall not be obligated to honor any booking resulting from, nor shall be responsible or liable whatsoever in connection with, misprints or errors of any kind, whether in brochures, advertisements, on the Internet, during the booking process or otherwise, that result in Guest being undercharged for the cruise. Carrier reserves the right, prior to sailing, to collect the correct fare or cancel the booking and refund any payment made by Guest.

 

 

 

And, in a nutshell, that is the crux of our issue here. We always want stuff when we feel that it is in our favor. It just seems like we also tend to forget that sometimes, it will not be what we want...however, that doesn't make it "wrong" or "unfair".

[HokiePoq]

You make an excellent point. A contract is a BINDING AGREEMENT of people with capacity to enter into it. By entering into that contact ALL parties agree to be bound by the terms enumerated in the contract.

 

Like this one from the NCL contract...

 

Carrier reserves the right to collect the fare in effect for the accommodations selected by the Guest. Carrier shall be entitled to, but not obligated to, upgrade any guest free of charge to higher priced accommodations, at the sole discretion of Carrier. Carrier shall not be obligated to honor any booking resulting from, nor shall be responsible or liable whatsoever in connection with, misprints or errors of any kind, whether in brochures, advertisements, on the Internet, during the booking process or otherwise, that result in Guest being undercharged for the cruise. Carrier reserves the right, prior to sailing, to collect the correct fare or cancel the booking and refund any payment made by Guest.

 

 

 

And, in a nutshell, that is the crux of our issue here. We always want stuff when we feel that it is in our favor. It just seems like we also tend to forget that sometimes, it will not be what we want...however, that doesn't make it "wrong" or "unfair".

 

I would not be happy but the quoted poster here is right, legally. They have their bases covered for cases like this. Often you see a correction in the newspaper about some ad that had the wrong price. I don't believe they are required to sell at the misadvertised price.

Sorry for the problem you are having and the disappointment.

[veryhotred]

Mistakes happen...really you are going to call or write about this? Be happy to be able cruise at all and don't expect to get something because you have taken 5 cruises and gambled A LOT..I am sure the person did not mean to quote you the wrong amount as the cruise lines are always pleasing their customers so give them a break

[Starry Eyes]

Well, it sounds like the CAS agent made an error, discovered the error quickly, notified you of the error quickly, apologized to you, and wants you to call to discuss the correct price. All within one business day regarding a cruise in 14 months. I am sorry you are not going to get as good a deal as you hoped or that you will have to accept a lesser cabin for that price. But really, it sounds like CAS is being prompt and honest.

 

If I were you, I would call them and try to work things out as best you can....preserving the relationship with CAS seems to be in your mutual interest. Trying to insist CAS honor a misquoted price may be difficult...and if you succeed on keeping the misquoted price on this cruise, will CAS wish to discount for you in the future?

[anthem]

On top of that CAS discounts are not set in stone. They have some general guidelines which they follow - but outside of that it isn't like the rates are published anywhere. . .

[ltkdunigan]

The same thing happened to me. We switched from the Gem

To the Epic. Was quoted a dollar amount to upgrade to the

2 bedroom haven from a mini suite. I said ok gave my credit

Card info and paid with a confimation. She called back said

She made a mistake and wanted way more than I wanted to

Pay. I was curious what kind of response you would get. At the

Time I really didn't think there was much I could do about it.

I still got our 2 connecting mini suites free and saved 5,000. That

They wanted for the haven. IMHO not worth that much extra.

[anthem]

Not sure if people are aware - but the way CAS handles comps and upgrades. Either you're eligible for a certain level or you aren't. If you are eligible for a certain class/sailing/room - then that value is what they apply to any upgrades. There is also a discount mechanism in place (percentage off), but that frequently isn't as high as the comp + $$$ for upgrade purposes. Basically if they ok you for a balcony room, and that value is approx $2400, then any room you request above that is available to you at cost of your desired room minus the $2400 comp credit they offered you.

 

This structure is a bit different than most land based casino's, which generally work off of a "casino rate" for getting rooms above what one is generally playing at.