Erroneous, and Deceptive Billing Practices by NCL.

[hawkeyetlse]

This forum is a valuable tool in large part because of people's complaints, including first-time posters. Thank yous and posts that only say "another great cruise, love you NCL!" or "only 9 more sleeps, count 'em! single digit happy dance!!!" contribute no useful information.

 

I think he is talking about the onboard credit that you get from the casino for your tier level. Because I'm sapphire I get 200 obc that can be used anywhere on the ship except ,ironically, the casino.

Thanks for that clarification. There is a useful question here about whether any kind of incentive on-board credit can be used off the ship at Harvest Caye. I wouldn't automatically expect so, and given the OP's experience, I wouldn't necessarily trust the front desk's advice about this. Edited May 13, 2017 by hawkeyetlse

[KeithJenner]

Re the shore excursion credit, my understanding is that whether this is applied correctly or not depends on when the cruise was booked.

 

If the cruise was booked prior to the changes in February then you will have to ask for it, but if you booked after that date then it should be automatic.

 

I don't know from experience (I don't generally use shore excursions), but that seems to have been people's experience as reported here. People who booked after February have reported the discount being correctly applied.

 

As I mentioned at the time, I assume that there will still be problems when people change latitudes levels between booking and travelling.

[Minoushka]

Thank you for heads up re shore excursion discount and freebie .I booked all our excursions with NCL and promo re shore excursions .I hope I will not have any problems as I do expect subtraction of 50$ per excursion along with my platinum discount .But because of your warning I will keep a watchful eye on bills and costs ....after what happened to me with cancelled cruise, not told reshuffling ..etc etc etc .I am going to be super watchful of my expenses bills and their accuracy

 

Michele

[garycarla]

Yes they are known for that.

 

There are at least a dozen different things being discussed here. Not sure what "that" is in your statement.

[mugtech]

First post from this person. I suggest that no one ever take a complaint seriously from someone making their first post to Cruise Critic. Especially, AFTER a cruise. NEVER.

 

First posts that are questions or thank yous or anything else are great. But to join such a valuable research tool for the sole purpose of complaining is an action that should not be encouraged. Please, use this forum for research to enhance your trip by posting your questions (after searching) and your positive comments first.

Agree

[sweetpea222]

Not to hijack the thread but I have a quick question about using OBC from a TA. Can it be used to cover the $15 corkage fee if we bring wine onboard? It's not a huge credit ($50) but it would cover 3 bottles so that's something! :D

[gwsster]

We had a great time on our cruise. I left $26.00 in non refundable credit on my cruise that ended May 5th. Now if NCL will release the $300.00 credit card hold on my Visa card I would be so appreciative. We left the cruise owing nothing...Nada. How long does it take for NCL to remove the hold?

 

 

I did not have any problem using my OBC on my NCL cruise on the Getaway last January. I actually left the ship with only a$75 on my account! Best one yet! [emoji41]

 

 

Sent from my iPad using Forums

Edited May 13, 2017 by gwsster

[gwsster]

Yes you can. We used our OBC for the corkage fee and it was taken off the $100.00 credit given to us by NCL. There is a table that you go to in the terminal and they sticker your bottles of wine. We actually left $$ on our account.

 

 

Not to hijack the thread but I have a quick question about using OBC from a TA. Can it be used to cover the $15 corkage fee if we bring wine onboard? It's not a huge credit ($50) but it would cover 3 bottles so that's something! :D

[shof515]

How long does it take for NCL to remove the hold?

that's a problem with your credit card company. complain to them, not NCL. Most credit card company's release the holds after a few days, some take weeks. Maybe you should call up your credit card company and ask them.

[gwsster]

Thanks! I have the ANSWER. I called Citibank Visa "SHAWN" who told me that it was up to NCL to cancel the hold and that they can release the hold after 30 days. THEN I called NCL, There is a recorded message that states that pending charges to your card will fall off 3 to 5 business days after the cruise ends. I stayed on the line and "ABBY" an NCL Customer Service Rep came on the line. I stated my concern of the pending charges and she stated that "You have Citibank" Voila! That is the ticket. She advised me that all other bank charges fall off between 3 to 5 business days EXCEPT Citibank who releases the charges between 30 to 35 days. ABBY also told me she advises cruisers never to use a debit card and a credit card other than Citibank for cruise deposits. Citibank "SHAWN" states that we wouldn't be billed for the pending charges. Thanks SHOF515 for the advice to make the calls.

 

that's a problem with your credit card company. complain to them, not NCL. Most credit card company's release the holds after a few days, some take weeks. Maybe you should call up your credit card company and ask them.

Edited May 13, 2017 by gwsster

[uneamie]

In regards to the Shore Excursion discounts for Latitudes members who qualify for it. Would it not be easier and customer friendly if NCL instructed their Customer Service Reps to ask if a person is a Latitudes member and simply give them the discount without that person having to ask for it? It would also be easier if that information was on their Key Card or Account so it would not be necessary to mention it. One hand should know what the other hand is doing. Or is it one of those things where by, if they don't give it to you automatically then they will save a lot of money from the people who simply are not aware that they qualify for a discount in the first place.

[sweetpea222]

Yes you can. We used our OBC for the corkage fee and it was taken off the $100.00 credit given to us by NCL. There is a table that you go to in the terminal and they sticker your bottles of wine. We actually left $$ on our account.

 

Thank you! That's what we'll use it for then, and indulge in some cheap good red wines from Rome. :D

[fshagan]

Thanks! I have the ANSWER. I called Citibank Visa "SHAWN" who told me that it was up to NCL to cancel the hold and that they can release the hold after 30 days. THEN I called NCL, There is a recorded message that states that pending charges to your card will fall off 3 to 5 business days after the cruise ends. I stayed on the line and "ABBY" an NCL Customer Service Rep came on the line. I stated my concern of the pending charges and she stated that "You have Citibank" Voila! That is the ticket. She advised me that all other bank charges fall off between 3 to 5 business days EXCEPT Citibank who releases the charges between 30 to 35 days. ABBY also told me she advises cruisers never to use a debit card and a credit card other than Citibank for cruise deposits. Citibank "SHAWN" states that we wouldn't be billed for the pending charges. Thanks SHOF515 for the advice to make the calls.

 

Citibank is the villain in this case! I think it's still worth the 3% discount on the cruise, port fees, etc. to use the card. It does eat up the credit available balance, but doesn't appear on the statement and you aren't charged interest on it because it is "pending".

[gwsster]

Clarification....The corkage fee only applies to wine brought on board. You cannot bring wine on in ports to drink while on the cruise (even with paying a corkage fee). It is in their terms and conditions.You can buy wine, but they will store it for you until you leave the ship. I had to check as we were wanting to bring some for consumption during the cruise. A nice CC member alerted me to the T&C's that only Wine and Champagne can be consumed onboard only when brought on board at embarkation. The OBC can be used for all kinds of cocktails though and wine by the glass or if you want to burn it on a bottle you can do that too.

 

Thank you! That's what we'll use it for then, and indulge in some cheap good red wines from Rome. :D

[BirdTravels]

Shore Excursion Discount for Latitude Members:

While the NCL staff keeps spouting how all charges and credits are automatic – this is NOT true for Latitude Shore Excursion Discounts(and possibly other Latitude discounts – not sure since I did not use any other discounts).

Latitude members Silver level and higher receive a 10% (or more) discount on Shore Excursions. Even though you use you cabin card (which shows your Latitude level), your Latitude level is in the system, and the Shore Excursion Desk staff use your card and can see you level – the discount is not automatic – you MUST ask for it!

 

The fact that their systems have not quite been automated yet was reported back on April 15.

 

http://boards.cruisecritic.com/showthread.php?t=2485691

[luvcruzing]

The fact that their systems have not quite been automated yet was reported back on April 15.

 

http://boards.cruisecritic.com/showthread.php?t=2485691

 

And your point is?

[sweetpea222]

Clarification....The corkage fee only applies to wine brought on board. You cannot bring wine on in ports to drink while on the cruise (even with paying a corkage fee). It is in their terms and conditions.You can buy wine, but they will store it for you until you leave the ship. I had to check as we were wanting to bring some for consumption during the cruise. A nice CC member alerted me to the T&C's that only Wine and Champagne can be consumed onboard only when brought on board at embarkation. The OBC can be used for all kinds of cocktails though and wine by the glass or if you want to burn it on a bottle you can do that too.

 

It's weird, some ppl on CC say you can bring wine onboard at ports in Europe (paying the corkage fee of course) but NOT liquor. Even the alcohol policy on ncl.com is kind of ambiguous. It says you can'at bring liquor on at embarkation but you can bring wine, and then says you can't bring liquor onboard at ports but nothing about wine...so I guess "liquor" refers to wine too in the 2nd case.

 

No matter, we'll just have to bring on 3 or 4 bottles at Civitavecchia and then will enjoy the odd cocktail on the ship if we fancy it. Thanks!

[hawkeyetlse]

In my experience, the rules are the same for the embarkation port and for ports of call during the cruise. The rules/FAQ are extremely poorly written; that is also a familiar part of the NCL experience. :D

[fshagan]

In my experience, the rules are the same for the embarkation port and for ports of call during the cruise. The rules/FAQ are extremely poorly written; that is also a familiar part of the NCL experience. :D

 

Have you been able to bring on bottles of wine at a port, pay the corkage and then drink it? I thought only DCL allowed you to do that (among the America-based cruise lines I have sailed, anyway).

[Sauer-kraut]

deleted

[hawkeyetlse]

Have you been able to bring on bottles of wine at a port, pay the corkage and then drink it?

I haven't done it personally since the Great Bottled Water Event last year, but I have gone to the alcohol table to hand over liquor at ports of call, and I have seen that they were set up to handle corkage (I don't think I saw the stickers, but they had a stack of charge slips).

 

It should be easy enough for anyone on a cruise right now to ask the security staff when they come back to the ship in their next port. Anyone?

[gwsster]

From the NCL Website, In FAQ section under Alcohol and Beverages. I put in bold the area of Alcohol not being allowed to be consumed if brought back on board from a port visit. That being said, I am sure there have been "exceptions" to the rule, but the written NCL policy is below.

Can I bring alcohol on board?

All guests are prohibited from bringing alcohol on board our ships. Please note that with the exception of Wine and Champagne, all guests are prohibited from bringing alcohol on board our ships. If you purchase any alcohol at one of our ports-of-call or in our onboard shops, we will safely store your purchase(s) and either on the final night of the cruise or the morning of debarkation it will be available for pick up in a designated area.

 

Wine & Champagne Policy

Guests may bring bottles of wine and champagne on board. When bottles are brought on board and served or consumed in any restaurant, public room area or in their stateroom, a corkage fee will be charged according to bottle sizes noted below.

750 ml Bottle: $15.00 USD

1,500 ml Magnum: $30.00 USD

Wine or champagne sent directly to the ship by travel agents, friends, family, etc. or from another retail source, are subject to the same fees. Box wines are not allowed on board.

 

Have you been able to bring on bottles of wine at a port, pay the corkage and then drink it? I thought only DCL allowed you to do that (among the America-based cruise lines I have sailed, anyway).

Edited May 14, 2017 by gwsster

[AFRH-G]

I know this post may seem to be confusing and ramble a bit. But the entire experience was totally frustrating.

 

Let me post a simple fact/example, then add some details (ramblings?).

 

After I had taken all of my shore excursions and made all of my planned purchases, I went to the Service Desk to get check my folio.

 

The folio showed ALL credits used and applied, with the final balance of: $1068.06

 

I then requested the10% Shore Excursion Discount be applied ($12.80). A new folio was printed. Each line entry was exactly the same with the exception of the Shore Excursions which totaled $12.80 less. The new balance (1068.06 – 12.80) now showed as $1255.26! (An Increase! With NONE of my Non-Refundable Casino Credit used – even for obvious allowable cabin charges: laundry, coffees, candies, T-shirts, and a watch.)

 

After several attempts, I finally got someone to actually look and compare the two folios. They took them to talk to Finance. They came back in a bit and said that the credit would be re-applied. But, not at that time. They had to wait for the Casino to remove the Service Fees ($30), then re-apply the credit. This was to be done overnight and a final folio would be at my door in the morning.

 

Come morning – no folio. I went to Service Desk and was given my Final Folio. The $30 Casino Service Fee had been removed and the new balance (1068.06 – 12.80 – 30.00) was now $1174.93! (With only some of the credits applied.)

 

They again went to the standard response. All charges and credits are automatic and the Balance is all they have to go by.

 

Yes, I suspected my folio was in error and knew credit could NOT be used for gratuities. I suspected there was a problem with my folio account when: I could not view it in my cabin on TV (would get message - system error, reinitialize, and return to main menu), I could not purchase Shore Excursions at Kiosk (even with help of NCL Staff) when cabin number was entered the system responded “incorrect cabin number” and I was told I needed to purchase Shore Excursions at the desk, plus I was getting erroneous bar charges on my folio.

 

Because I could not monitor from my cabin TV, I got printouts from the Service Desk to make sure I was using all of my credits. Because of my concerns about the system I carefully checked each folio.

 

I have more than 40 years’ experience in IT (computer operator, programmer, database administrator, and systems administrator). I could see the errors in the folio printouts. I could identify each line that was in error and by what amount (both for items where credit was erroneously applied and/or not applied). But no one would (will) even look at the printouts. I just get their standard reply and offer for future credit. (In essence - Please write off the purchases made on your last cruise and spend $1500+, and hotel/travel expenses, for a future cruise in hopes that the OBC given will this time be correctly applied.)

[yankees111]

Good job by NCL in offering future credit.

 

 

Sent from my iPhone using Forums

[uneamie]

I know this post may seem to be confusing and ramble a bit. But the entire experience was totally frustrating.

 

Let me post a simple fact/example, then add some details (ramblings?).

 

After I had taken all of my shore excursions and made all of my planned purchases, I went to the Service Desk to get check my folio.

 

The folio showed ALL credits used and applied, with the final balance of: $1068.06

 

I then requested the10% Shore Excursion Discount be applied ($12.80). A new folio was printed. Each line entry was exactly the same with the exception of the Shore Excursions which totaled $12.80 less. The new balance (1068.06 – 12.80) now showed as $1255.26! (An Increase! With NONE of my Non-Refundable Casino Credit used – even for obvious allowable cabin charges: laundry, coffees, candies, T-shirts, and a watch.)

 

After several attempts, I finally got someone to actually look and compare the two folios. They took them to talk to Finance. They came back in a bit and said that the credit would be re-applied. But, not at that time. They had to wait for the Casino to remove the Service Fees ($30), then re-apply the credit. This was to be done overnight and a final folio would be at my door in the morning.

 

Come morning – no folio. I went to Service Desk and was given my Final Folio. The $30 Casino Service Fee had been removed and the new balance (1068.06 – 12.80 – 30.00) was now $1174.93! (With only some of the credits applied.)

 

They again went to the standard response. All charges and credits are automatic and the Balance is all they have to go by.

 

Yes, I suspected my folio was in error and knew credit could NOT be used for gratuities. I suspected there was a problem with my folio account when: I could not view it in my cabin on TV (would get message - system error, reinitialize, and return to main menu), I could not purchase Shore Excursions at Kiosk (even with help of NCL Staff) when cabin number was entered the system responded “incorrect cabin number” and I was told I needed to purchase Shore Excursions at the desk, plus I was getting erroneous bar charges on my folio.

 

Because I could not monitor from my cabin TV, I got printouts from the Service Desk to make sure I was using all of my credits. Because of my concerns about the system I carefully checked each folio.

 

I have more than 40 years’ experience in IT (computer operator, programmer, database administrator, and systems administrator). I could see the errors in the folio printouts. I could identify each line that was in error and by what amount (both for items where credit was erroneously applied and/or not applied). But no one would (will) even look at the printouts. I just get their standard reply and offer for future credit. (In essence - Please write off the purchases made on your last cruise and spend $1500+, and hotel/travel expenses, for a future cruise in hopes that the OBC given will this time be correctly applied.)

 

Wow....how confusing and frustrating this must have been for you. Not sure what the take away advice is here.........but should Latitudes Silver and up members book their excursions at the desk and not on their TV or at a kiosk, and immediately ask for the discount ? Wondering if it will matter. Looks like it pays to keep a constant check on your daily balances.