haven't sailed yet and not very happy with azamara right now

[jennifers490]

I never write negative posts venting on all my years on cruise critic but after 50+ cruises this was a first. We sail on quest in 3 weeks and had booked an inside guaranty with a generous onboard credit and were happy with what we reserved. it's a port intensive cruise so anything about an inside would be just a nice surprise. I saw a couple of weeks ago that we were put in a balcony cabin-with an assignment on our xpass--i've never had such a great upgrade but it's not unheard of and i was quite happy and excited for our first azamara trip--i even called the company directly to verify what cabin we were in and all the conversation consisted of was me asking what cabin they were showing for us and yes that's your cabin and congratulations.

 

I just received an email from our agent saying that azamara said we contacted them to get a balcony in lieu of onboard credit directly and now the credit was removed- they said i had contacted them on the date i had called to verify the cabin so it can't all be the agent's mistake. i'm waiting for this to be rectified by my agent who is an online agency, i would like the credit more than the balcony since we will never be in the room and wanted to book tours but i would be really annoyed even after getting the credit back that they would get our hopes up and make such a bizarre mistake-if they put us back inside. we were given the cabin first so how could i have been me calling to ask to get it instead of the credit?

 

i guess with all my bookings something like this was bound to happen but i really am not a fan of azamara right now :(

[geocruiser]

I never write negative posts venting on all my years on cruise critic but after 50+ cruises this was a first. We sail on quest in 3 weeks and had booked an inside guaranty with a generous onboard credit and were happy with what we reserved. it's a port intensive cruise so anything about an inside would be just a nice surprise. I saw a couple of weeks ago that we were put in a balcony cabin-with an assignment on our xpass--i've never had such a great upgrade but it's not unheard of and i was quite happy and excited for our first azamara trip--i even called the company directly to verify what cabin we were in and all the conversation consisted of was me asking what cabin they were showing for us and yes that's your cabin and congratulations.

 

I just received an email from our agent saying that azamara said we contacted them to get a balcony in lieu of onboard credit directly and now the credit was removed- they said i had contacted them on the date i had called to verify the cabin so it can't all be the agent's mistake. i'm waiting for this to be rectified by my agent who is an online agency, i would like the credit more than the balcony since we will never be in the room and wanted to book tours but i would be really annoyed even after getting the credit back that they would get our hopes up and make such a bizarre mistake-if they put us back inside. we were given the cabin first so how could i have been me calling to ask to get it instead of the credit?

 

i guess with all my bookings something like this was bound to happen but i really am not a fan of azamara right now :(

 

If you booked through a travel agency, Azamara can not change anything about your booking( except give you an upgrade or maybe change your cabin). Your travel agent is the only one who can change your booking. You can't even change it unless you go through your TA. Some thing is not right. I hope you an get your OBC back. Let us know if your can.

[Arizonasunshine]

Agree with GEOCRUISER. The TA had to make the changes, you can't do it through Azamara, they will send you back to the TA. Azamara can upgrade you but I think that they would do it through your TA and your TA would tell you about the upgrade.

[jennifers490]

the more i think about it something really is fishy--if i had requested the change 4/25 like they said why wait until now to tell me (meaning the agent) and maybe it was just a coincidence that the date i got upgraded was the day i called - they said i requested the change directly through azamara 4/25. maybe they messed up and i really wasn't entitled to the credit and they thought i would just say ok?

 

i had even asked azamara to verify other things and they said ta--i know other lines you cant even change dinner if booked through a ta

 

i am going to wait to see what they say--someone messed up i'm just not sure how to handle if i dont get the credit back

 

on a lighter note i am now motivated to finally get to the gym, a lot of frustration to get out! i know, first world problems

[geocruiser]

the more i think about it something really is fishy--if i had requested the change 4/25 like they said why wait until now to tell me (meaning the agent) and maybe it was just a coincidence that the date i got upgraded was the day i called - they said i requested the change directly through azamara 4/25. maybe they messed up and i really wasn't entitled to the credit and they thought i would just say ok?

 

i had even asked azamara to verify other things and they said ta--i know other lines you cant even change dinner if booked through a ta

 

i am going to wait to see what they say--someone messed up i'm just not sure how to handle if i dont get the credit back

 

on a lighter note i am now motivated to finally get to the gym, a lot of frustration to get out! i know, first world problems

 

Have you told your TA that once a booking is made through a TA, that the TA is the only person who can change the booking? I would tell the TA to just FIX IT. If by some chance it is the cruise lines fault than the TA should be working with the cruise line to get it right. If it is the TA fault than they should make it right. Have you spoke to some one higher up in the chain at the travel agency and at Azamara?

Edited May 6, 2014 by geocruiser

[midwestchick]

the more i think about it something really is fishy--if i had requested the change 4/25 like they said why wait until now to tell me (meaning the agent) and maybe it was just a coincidence that the date i got upgraded was the day i called - they said i requested the change directly through azamara 4/25. maybe they messed up and i really wasn't entitled to the credit and they thought i would just say ok?

 

i had even asked azamara to verify other things and they said ta--i know other lines you cant even change dinner if booked through a ta

 

i am going to wait to see what they say--someone messed up i'm just not sure how to handle if i dont get the credit back

 

on a lighter note i am now motivated to finally get to the gym, a lot of frustration to get out! i know, first world problems

 

I'm also thinking it has something to do with your TA :eek:...ACC or X would not even speak with me regarding the cruise once I had booked with a TA. I can book shore excursions directly through them but nothing else...they won't even answer questions....always refer me back to my TA.

Good luck on getting your OBC back...hope it all works out.

[Andy]

Hi Everyone,

 

Add me to the list of those who think the TA likely had something to do with this.

 

To the OP : While I understand you aren't very happy losing your OBC, look on the bright side, in that you are sailing on a beautiful ship, and will have a nicer cabin, so it's not a total loss. At any rate, I hope your OBC will be reinstated.

 

If Azamara and your TA remain firm on this, and IF the OBC is most critical, have you considered asking them to reinstate the OBC, and return you to an inside cabin ? Perhaps that's an option for you. If all parties won't budge, and if inside cabins are available... then it's up to you to decide what's more important.

 

Please let us know the outcome, and good luck !

Edited May 6, 2014 by Host Andy

[geocruiser]

When I book a cruise my TA sends me paper work that has price , OBC, etc. My cabin is on it too. The invoice give lots of info. If I have her change anything about cabin or price she send me a new invoice. Do you have any paper work showing what you paid for? Can the TA produce any paper work showing the changes?

Edited May 6, 2014 by geocruiser

[midwestchick]

When I book a cruise my TA sends me paper work that has price , OBC, etc. My cabin is on it too. The invoice give lots of info. If I have her change anything about cabin or price she send me a new invoice. Do you have any paper work showing what you paid for? Can the TA produce any paper work showing the changes?

 

 

Excellent point...I do the same. I go over my invoice from the TA and if there is a question, I'm on the phone. The TA I use is not one of those *******.com agents. Although he does have a website, I speak with him directly and he is in his office 7 days a week.....his work eithic and customer service is second to none. Another point...many times the OBC is a perk given by the TA...and NOT the cruise company...so it MAY be something the TA withdrew knowing full well you got a stateroom upgrade. :eek: :mad: :rolleyes:

[HudandPug]

I booked through a TA and you can't change anything direct with Azamara. Unless the newbies at the Azamara call centre got confuddled.

 

On a lighter note, we had OBC as a nice surprise along with a balcony upgrade. Spending the OBC is not easy unless you want speciality restaurants every night (they do an offer $60 for 3 when we checked), or use it to book excursions, the onboard shops are hardly open and very limited.

 

What we also discovered was there are two types of OBC, refundable and non refundable. A friend in exactly the same situation as ourselves got fully refundable and took it out in cash, used some in the casino etc. Ours was split between the two.

 

Don't let this damage your build up, get on to your TA and make them sort it out ;)

 

Worth remembering.

 

Yvonne

[jennifers490]

Hi Everyone,

 

Add me to the list of those who think the TA likely had something to do with this.

 

To the OP : While I understand you aren't very happy losing your OBC, look on the bright side, in that you are sailing on a beautiful ship, and will have a nicer cabin, so it's not a total loss. At any rate, I hope your OBC will be reinstated.

 

If Azamara and your TA remain firm on this, and IF the OBC is most critical, have you considered asking them to reinstate the OBC, and return you to an inside cabin ? Perhaps that's an option for you. If all parties won't budge, and if inside cabins are available... then it's up to you to decide what's more important.

 

Please let us know the outcome, and good luck !

 

i love a balcony but really booked because of that credit since there are no sea days and tours and spa are expensive--i had booked the guaranty inside so they really can't say i'm not entitled to be moved since i can accept any cabin inside or above--i have it all in writing on my initial invoice and then even have emails confirming with the TA what the credit was. i am waiting to hear something today, i wrote the TA that i even have the text messages with my cousin about the wonderful cabin assignment the day before the supposed call to azamara to ask for a balcony took place. i will definitely not let it go--i said i can be put back into the guaranty "pool" if there was a mistake but i didn't say give me an inside back ;)

stay tuned!

Edited May 6, 2014 by jennifers490

[jennifers490]

Excellent point...I do the same. I go over my invoice from the TA and if there is a question, I'm on the phone. The TA I use is not one of those *******.com agents. Although he does have a website, I speak with him directly and he is in his office 7 days a week.....his work eithic and customer service is second to none. Another point...many times the OBC is a perk given by the TA...and NOT the cruise company...so it MAY be something the TA withdrew knowing full well you got a stateroom upgrade. :eek: :mad: :rolleyes:

 

it was hard not to pass up the offer with the .com agency, i had never had an issue before with others. that last point you make is something i am thinking too, maybe a way for them to con me out of getting that credit! needless to say it will be the last time i use them

[Trend]

Trouble with online TA annonomous people who you do not build a relationship with. Our TA of many years has always give us an on board credit as a send off gift. I would pressure the TA to come up with some sort of compensation since it seems more likely they did the screw up and want your business.

[BBMacLaird]

I never write negative posts venting on all my years on cruise critic but after 50+ cruises this was a first. We sail on quest in 3 weeks and had booked an inside guaranty with a generous onboard credit and were happy with what we reserved. it's a port intensive cruise so anything about an inside would be just a nice surprise. I saw a couple of weeks ago that we were put in a balcony cabin-with an assignment on our xpass--i've never had such a great upgrade but it's not unheard of and i was quite happy and excited for our first azamara trip--i even called the company directly to verify what cabin we were in and all the conversation consisted of was me asking what cabin they were showing for us and yes that's your cabin and congratulations.

 

I just received an email from our agent saying that azamara said we contacted them to get a balcony in lieu of onboard credit directly and now the credit was removed- they said i had contacted them on the date i had called to verify the cabin so it can't all be the agent's mistake. i'm waiting for this to be rectified by my agent who is an online agency, i would like the credit more than the balcony since we will never be in the room and wanted to book tours but i would be really annoyed even after getting the credit back that they would get our hopes up and make such a bizarre mistake-if they put us back inside. we were given the cabin first so how could i have been me calling to ask to get it instead of the credit?

 

i guess with all my bookings something like this was bound to happen but i really am not a fan of azamara right now :(

 

Hello Jennifers490 ~

We'd like to help you get to the bottom of this, because, as you say, it is not right.

Would you send us via email (not via CC) your names and booking numbers?

We'll make sure someone looks into the situation and has a conversation with your TA.

The email address is LeClubVoyage@AzamaraClubCruises.com

[jennifers490]

Hello Jennifers490 ~

We'd like to help you get to the bottom of this, because, as you say, it is not right.

Would you send us via email (not via CC) your names and booking numbers?

We'll make sure someone looks into the situation and has a conversation with your TA.

The email address is LeClubVoyage@AzamaraClubCruises.com

 

thank you bonnie for your response, i sent a lengthy letter regarding the situation with the details, i didn't include the original invoice showing the credit but i have that as well i can send.

[oddjob16]

Last year we had a similar situation. We booked an inside cabin with a 1000$ OBC for a B2B out of Istanbul. We did emphazise to the TA our request for inside cabin and they verified the price. Later on, as it appeared, the On Board Credit was supposed to be an offer for Veranda cabins only. The TA took this discussion directly with RCL and got confirmation that we would get the OBC as agreed even though we actually didn't qualify for it. The first week was OK. The OBC was in our onboard account immediately. The second week we got none. After lenghty discussions with TA and Guest Relations it ended up with nothing. We had written confirmation, but alas, in Norwegian only,- pr say the mail exhange that I could dig out. My TA tried to get in contact with Miami, but to no avail. We had to cash out the account with credit card and it was sorted out weeks later. When I told my TA that I would hand the case to a lawyer it took 3 days and the money was in my account.

The problem as it seemed at that time, was not getting the TA, nor the RCL agency in Norway, to deal with it. They just couldn't get tru to Azamara in Miami to sort it out. Guest relations on the Journey was all hands tied up without any word from Miami.

All people on the Journey and in my TA's office and even in the administration of RCL Norway told me this would be fixed,- for a whole week, and we still ended up having to cash it

Lesson learned: Get on paper. Don't trust anyone who says it will be allright.

We got our cash back but it was annoying to go to guest relations every day and argue this during an otherwise wonderful cruise. Miami was the culprit then and probably still is.

[geocruiser]

BBMacLaird,

 

I just want to say it is so very nice of you to help jennifers490 this way. It is nice to know that you are there to help people on Cruise Critic.

[jennifers490]

i heard from my TA apologizing and sending me a new confirmation reflecting the onboard credit. I am happy but still a bit nervous, if i dont see it on my account onboard not sure if i have any recourse even if i have it in writing?

 

i anticipate a fun first day after i board! hope it all works out and i realize i got a good deal on this--thank you all for your help and input - i will have my ipad with me onboard just in case more venting is needed! :)

[geocruiser]

i heard from my TA apologizing and sending me a new confirmation reflecting the onboard credit. I am happy but still a bit nervous, if i dont see it on my account onboard not sure if i have any recourse even if i have it in writing?

 

i anticipate a fun first day after i board! hope it all works out and i realize i got a good deal on this--thank you all for your help and input - i will have my ipad with me onboard just in case more venting is needed! :)

 

Glad to hear that it is working out. Have a great time on your cruise.

[Andy]

i heard from my TA apologizing and sending me a new confirmation reflecting the onboard credit. I am happy but still a bit nervous, if i dont see it on my account onboard not sure if i have any recourse even if i have it in writing?

 

i anticipate a fun first day after i board! hope it all works out and i realize i got a good deal on this--thank you all for your help and input - i will have my ipad with me onboard just in case more venting is needed! :)

 

Happy to hear it all worked out for you. Have a wonderful cruise !

[ellbon]

takes a day or so for the OBC t oshow up on your TV screen. thry load in the OBC on the ship within 24 hours.. so do not get upet if it takes time.

[Croce]

I'm obviously in the minority, but I book direct with the cruise line and have never had a problem. In one instance I actually discovered double the shipboard credit expected.

[jennifers490]

I'm obviously in the minority, but I book direct with the cruise line and have never had a problem. In one instance I actually discovered double the shipboard credit expected.

 

i've done both, depending on the deal offered

 

this one the azamara site was showing the same cabin as double and no credit and i really wanted to book the trip so i went with online - it may have been an issue with their website but i didn't want to lose the deal

 

many times on princess and hal the prices are much cheaper with more onboard credit through an agency, once in a while direct is cheaper with them

 

i need to save everywhere i can so i can cruise often :)