Go Best Perks not showing under online check-in

[Kelsoby]

We are taking our first cruise in almost 10 years and our first with Celebrity in October (can't wait!).

 

We booked through a TA and got the Go Best package (Premium drinks, unlimited internet, prepaid gratuities, and $300 OBC). I have successfully completed online check-in, but nowhere on our reservation on the Celebrity website does it show the additional items. All we see is our cabin number, dining selection and seating time, and pier transfers. Our invoice from our TA does list these items.

 

Is this normal, or should I be able to see all of the options we have booked? My confusion lies in the fact that it keeps asking if I would like to pre-pay gratuities when I log in, but of course we've already done that.

 

If there is anyone who has cruised with Celebrity and booked the Go Better or Go Best packages and knows if these should be visible on our reservation, and could please let me know I would appreciate it! :D

[bonedoc7]

It should be visible, unfortunately nothing with celebrity's website instills confidence! Our reservations were all fine until after our check in process and now we have issues with our perks. I have contacted celebrity and have been reassured that everything looks fine on their system. I have emails confirming the amount of OBC we should have. I also have the invoice showing we have a zero balance and the correct perks for each of our staterooms. I am expecting to have to deal with things once on board, but am going to try not to stress about it. We will see on Monday if everything on their system is correct.

[jelayne]

You should be able to see both the beverage package and Internet on the website. Go to Manage Your Reservation and on look under Order History; both should show there. We also book with a TA and prepaid gratuities and OBC never show on-line, but have always received them.

 

You can ask your TA to send you the Celebrity Booking Confirmation-Guest Copy. This will show you what is in the Celebrity system. Our TA routinely sends us this when we book but others don't.

[Kelsoby]

Thank you for your replies! I called and they confirmed that our extras are included with our reservation, but that they won't show online. It seems they only show online when you buy them through Celebrity directly rather than as part of a package promotion through a TA, and in my case the full details are listed on our TA documents instead, but she had it in her system. Because of that, I keep getting prompted to add extras I have already purchased.

[RickT]

Sounds reasonable but you need something in Writing! I assume it is the TA who confirmed the details, last thing you want to do is board and find out you don't have them. Get them to provide you with a detailed list of what your cruise includes. This will help if you find a perk missing when you board.

 

Also, to test this out, call Celebrity direct and ask how much it costs to upgrade your reservation to the Premium package (something you can do and don't need your TA). At that time the X rep should be able to tell you that you already have the premium package and there is nothing to upgrade.

[Ereggae]

As suggested earlier, ask them to email you a copy of the initial Guest Invoice. I too booked the GO BEST package but could not find it anywhere. The only thing that was clear was the on board credit. I called and was told where to look. It is towards the bottom of the first page of the invoice and I suggest you print and take it with you. It should look look like this:

 

Promotions Applied

GO BEST

LOYALTY PROMO

 

Once on board they will not take your word for anything. During my last cruise I did not get the unlimited internet but could not get it until it was verified with the main office. They always check with them to get approval before doing anything. Another suggestion is, if you are a Captain's Club member, you should always call them at 800-760-0654 as they sometimes offer additional perks not listed at the website or unknown to your travel agent and you will only receive said perks by calling.

Edited August 3, 2016 by Ereggae

[Kelsoby]

Sounds reasonable but you need something in Writing! I assume it is the TA who confirmed the details, last thing you want to do is board and find out you don't have them. Get them to provide you with a detailed list of what your cruise includes. This will help if you find a perk missing when you board.

 

Also, to test this out, call Celebrity direct and ask how much it costs to upgrade your reservation to the Premium package (something you can do and don't need your TA). At that time the X rep should be able to tell you that you already have the premium package and there is nothing to upgrade.

 

I did call them directly and the woman I spoke with confirmed that she could see the Go Best option on our account at their end, and I do have my invoice from my TA that very clearly states that we have the Go Best option and also shows it as a separate line item in the price breakdown, so we will be sure to take these documents with us along with our Xpress Passes - I don't see how they could possibly deny that we have it when it is so clearly laid out on the TA invoice with our Celebrity confirmation number and other details.

[Kelsoby]

As suggested earlier, ask them to email you a copy of the initial Guest Invoice. I too booked the GO BEST package but could not find it anywhere. The only thing that was clear was the on board credit. I called and was told where to look. It is towards the bottom of the first page of the invoice and I suggest you print and take it with you. It should look look like this:

 

Promotions Applied

GO BEST

LOYALTY PROMO

 

Once on board they will not take your word for anything. During my last cruise I did not get the unlimited internet but could not get it until it was verified with the main office. They always check with them to get approval before doing anything. Another suggestion is, if you are a Captain's Club member, you should always call them at 800-760-0654 as they sometimes offer additional perks not listed at the website or unknown to your travel agent and you will only receive said perks by calling.

 

I don't think they will view it as my word against theirs - I do have the Go Best details and payment shown in writing on my invoice from my TA, I was just curious as to why they were not appearing on the reservation online, but it appears to be due to the fact I booked it as a package through a TA and not through Celebrity, and did not add the perks separately through their online purchasing system.

 

Because this is my very first cruise with Celebrity, I only just received my Captain's Club number, but I don't have any points accumulated towards it yet, but thank you for pointing that out - if I cruise with them in the future I will check to see if there are any additional perks!

[Olive1950]

If it wasn't for the shoreside concierge, I wouldn't have proof of my perks either.

 

My reservation even gave me the option to prepay my gratuities. It also showed that my beverage package was part of a WAVE promotion, rather than 123go. It also didn't show that I was entitled to a free specialty restaurant meal.

 

The shoreside concierge emailed me a ldf copy of my reservation, which included all of the perks I'm entitled to.

 

WHY the website can't show this information amazes me. It is indeed dysfunctional....

 

Just sayin'

[cheeseheads4ever]

I too have been scratching my head with the same issues. I've posted on different threads the same issue about OBC not showing online. Finally had them send me a copy of my original invoice the other day showing our perks for the November cruise. This matched our original hard copy invoice. Online it showed everything but OBC. Like stated earlier we too called celebrity they told us it shows on their end but not online. They said this was a glitch in the system.

Of course this would make anybody nervous. You want to make sure what you purchased is what you will get without any hassles.

I have to disagree, that if your perks were included with promotion package that it wouldn't be shown online. These perks were also part of a promotion pkg and everything but OBC showed online. On a previous cruise they were part of a promotion pkg and showed online. Of course in a code you have to translate yourself.

How in the world can Celebrity can keep it all straight. They must be just be beat up with phone calls. If they would just spell it out clearly it would eliminate so many hassles for everyone including them selves.

I don't want to be at guest services when I get on the ship I want to be belly up to martini bar.. At least for my first one!

[Kelsoby]

I too have been scratching my head with the same issues. I've posted on different threads the same issue about OBC not showing online. Finally had them send me a copy of my original invoice the other day showing our perks for the November cruise. This matched our original hard copy invoice. Online it showed everything but OBC. Like stated earlier we too called celebrity they told us it shows on their end but not online. They said this was a glitch in the system.

Of course this would make anybody nervous. You want to make sure what you purchased is what you will get without any hassles.

I have to disagree, that if your perks were included with promotion package that it wouldn't be shown online. These perks were also part of a promotion pkg and everything but OBC showed online. On a previous cruise they were part of a promotion pkg and showed online. Of course in a code you have to translate yourself.

How in the world can Celebrity can keep it all straight. They must be just be beat up with phone calls. If they would just spell it out clearly it would eliminate so many hassles for everyone including them selves.

I don't want to be at guest services when I get on the ship I want to be belly up to martini bar.. At least for my first one!

 

Totally agree - I'm sure they are inundated with calls from confused passengers, especially if everyone is seeing something different online and we can't reassure one another based on our own experiences!

[ShawninFL]

We are taking our first cruise in almost 10 years and our first with Celebrity in October (can't wait!).

 

We booked through a TA and got the Go Best package (Premium drinks, unlimited internet, prepaid gratuities, and $300 OBC). I have successfully completed online check-in, but nowhere on our reservation on the Celebrity website does it show the additional items. All we see is our cabin number, dining selection and seating time, and pier transfers. Our invoice from our TA does list these items.

 

Is this normal, or should I be able to see all of the options we have booked? My confusion lies in the fact that it keeps asking if I would like to pre-pay gratuities when I log in, but of course we've already done that.

 

If there is anyone who has cruised with Celebrity and booked the Go Better or Go Best packages and knows if these should be visible on our reservation, and could please let me know I would appreciate it! :D

 

 

We always book with a TA and I never see our Perks listed on Celebrity's Website. We've always received what was promised, but I always take our invoice from the TA which lists the Perks we are supposed to have.

[cheeseheads4ever]

Yes I totally agree. Take the hard copy invoice along on your cruise. Once onboard it's your word against theirs you know who will win? Like doing anything just be prepared.

We never had a problem at all with last cruise on Celebrity but I just like things to match..

I'd love to say they must have an awesome computer system to keep this all straight but with all the complaints on CC about their website makes me wonder.

Oh well we will just roll with it and have a fabulous cruise. I'm sure Celebrity will get their end figured out...

[LADinCT]

I booked directly with Celebrity yesterday with Go Better & they said my gratuities would show as owed for up to 10 days.

 

I want Go Best, that sounds better. Is that with a Suite? They don't have any available for my cruise, only concierge which doesn't' seem to be with the difference from verandah.

[Kelsoby]

I booked directly with Celebrity yesterday with Go Better & they said my gratuities would show as owed for up to 10 days.

 

I want Go Best, that sounds better. Is that with a Suite? They don't have any available for my cruise, only concierge which doesn't' seem to be with the difference from verandah.

 

We booked through a Canadian TA, and at the time we had the option of either 'Go Better', which would have been included in the price shown, provided you selected an outside cabin or better, and allowed you to select 2 of the perks; or we had the option to pay an additional $50 pp per day to get the 'Go Best', which included all 4 perks plus the upgrade to the Premium drinks package from the Classic. We were already getting such a good deal on the price for a Veranda that paying the additional for all 4 perks made the most sense for us. We did not have to book a suite, but we did do a small upgrade to a 1B balcony (I believe the original pricing was for a 2B, so we went from a deck 6 cabin to a deck 9 cabin).

 

It seemed the offer was only there for a short time, because by the time we checked the site again the following week the base price had gone up by quite a bit, and then by the next week they were no longer offering it on their site, so likely had sold their allotment of cabins.

[cheeseheads4ever]

What is the Loyalty Promo and how do you get it? Thanks for the help?

Edited August 4, 2016 by cheeseheads4ever

[Kelsoby]

What is the Loyalty Promo and how do you get it? Thanks for the help?

 

If you are referring to the Captain's Club, I believe you just need to create an account through the Celebrity website and it will assign you a number automatically. I have added my current reservation to mine, but as it is my first and I have yet to sail, I currently have no points. It appears that you earn points based on your cabin category and the number of nights of your cruise. So at the end of my first cruise I should have 33 points by earning 3 points per night for a veranda cabin on an 11 night cruise.

 

If you meant something else, I am a newbie to Celebrity, so perhaps someone else will know and I can learn too!

[royalcruz]

On the confirmation, sometimes the perks don't show up under promotions applied, but they show up under the booking charges....this is when you are booked into a group at a special group rate that doesn't include perks, and then the agent calls Celebrity to have the current perks applied to the reservation.

 

As long as all of your perks show up somewhere on the Celebrity confirmation, you're all set. Sometimes they are in code though. :D