Why would RCCl show a negative outstanding balance?

[Petroplex]

Howdy, folks. I have a cruise on the Liberty departing on 25 June. I booked the cruise over a year ago through the casino. We are sailing in a Grand Suite, and we pre-paid gratuities, have an internet package, and have drink packages for the four of us. I completed check in a while back, and I logged in last week to print out boarding passes and such. At that point it showed my status was "Purchased," my Package Total was $8039.83, and my balance owed was zero. Sweet.

 

I logged in earlier this morning, and my status is still showing Purchased. However, it now shows that my package total is $6708.36 and that my balance is -$1331.47. I have not cancelled anything. My cabin has not changed. I acknowledge that the correct answer here is to call in and ask what happened, and I am on hold as I write this. However, sometimes crowdsourcing an answer is more accurate than is waiting for the answer for a single representative. Any idea what may have happened here?

[EllaDuChien]

Same situation on my account...was just getting ready to call! I sail 6/18 from Barcelona.

[Dan-P]

Howdy, folks. I have a cruise on the Liberty departing on 25 June. I booked the cruise over a year ago through the casino. We are sailing in a Grand Suite, and we pre-paid gratuities, have an internet package, and have drink packages for the four of us. I completed check in a while back, and I logged in last week to print out boarding passes and such. At that point it showed my status was "Purchased," my Package Total was $8039.83, and my balance owed was zero. Sweet.

 

I logged in earlier this morning, and my status is still showing Purchased. However, it now shows that my package total is $6708.36 and that my balance is -$1331.47. I have not cancelled anything. My cabin has not changed. I acknowledge that the correct answer here is to call in and ask what happened, and I am on hold as I write this. However, sometimes crowdsourcing an answer is more accurate than is waiting for the answer for a single representative. Any idea what may have happened here?

 

If you add it up, your negative balance is the amount of anything you purchased through the Cruise Planner - drink packages, Internet, dining packages, etc...

 

As to why it is this way, I have no idea aside from Royals great I/T department working it's magic. ;p Mine is the same way for a sailing in September. Paid off last month, showing a negative balance now that is equal to my Cruise Planner purchases. I'll give it a few days to see if they correct it (not holding my breath) before calling.

 

Dan.

[slyster]

ahhhh I'm seeing it too. I wondered what that was. I hope that gets fixed. I still owe $100 and it shows a minus $817 balance LOL

[Petroplex]

So everyone else's response convinces me that RCCL IT is doing it's thing, and perhaps at some point later on that will be corrected. I just got off the phone (with the Casino, through whom I booked) and he insisted that it was showing no negative balance on his end. And then we had one of those lovely conversations where he thought I was crazy (I am, but this isn't the proof), and in the end I agreed to assume everything was OK. The negative balance is exactly the amount of my drink package and internet package, and he showed that I still have those and a zero balance. So, I assume that in the end I shall have a cocktail in hand somewhere in the middle of the Gulf of Mexico three weeks from now.

[maryjaden]

Double check to see if your cruise planner purchases and reservations did not get inadvertently cancelled. When we made some changes on one of our cruises one time, our other reservations were cancelled. We had to rebook everything. Hopefully this didn't happen to you.

[RRLC]

I, too, am showing a negative balance for Allure leaving this Sunday. I noticed it last night. It is for the exact cost of the beverage packages purchased. It has always been included in the total vacation cost when I have logged in. However, after looking closer at the vacation summary I noticed the following statement at the bottom of the page: "Any Cruise Planner addition will not be reflected in the Vacation Package total." I have never seen that message before last night!

[voyager70]

I'm showing a negative balance as well. I know it's the cruise planner purchases, but I've never seen this before. More IT magic.

[voyager70]

I, too, am showing a negative balance for Allure leaving this Sunday. I noticed it last night. It is for the exact cost of the beverage packages purchased. It has always been included in the total vacation cost when I have logged in. However, after looking closer at the vacation summary I noticed the following statement at the bottom of the page: "Any Cruise Planner addition will not be reflected in the Vacation Package total." I have never seen that message before last night!

 

I've seen that message before, but up until now my cruise planner purchases HAVE shown up in the total price! Makes no sense.

[jll583]

Just got off the phone with RC and it is indeed any outside purchases (excursions, drink packages, dining, internet) I was told too they weren't showing a "negative" balance, an hour and 20 minutes later, that was the response I got.

 

Other responses I go during the call-

 

1- It was an obvious overage which had already been sent to my bank for refund. I then asked what it was for, i doubt they'd freely give a refund without me phoning about a price change (i'm outside of 90 days anyway now)

 

2- They told me it had something to do with a gift certificate we applied to our account as onboard credit. No idea where that came from.

 

Anyway, just another day in Royal Caribbean world, not knowing what they are talking about :)

[CRUISEBOY305]

Royal IT strikes again :rolleyes:

[Clarea]

Just got off the phone with RC and it is indeed any outside purchases (excursions, drink packages, dining, internet) I was told too they weren't showing a "negative" balance, an hour and 20 minutes later, that was the response I got.

 

Other responses I go during the call-

 

1- It was an obvious overage which had already been sent to my bank for refund. I then asked what it was for, i doubt they'd freely give a refund without me phoning about a price change (i'm outside of 90 days anyway now)

 

2- They told me it had something to do with a gift certificate we applied to our account as onboard credit. No idea where that came from.

 

Anyway, just another day in Royal Caribbean world, not knowing what they are talking about :)

It's like they have one of these, modified for cruise questions:

[voyager70]

Just called C&A, agent seemed baffled but said everything looked OK on his end (no negative balance). Said he will send me a confirmation email.

[CruiseBell]

I just went through this exact same thing yesterday!! The customer service rep I spoke with had no ideal what I was talking about. I then noticed that it was the exact amount of what we had purchased through the cruise planner and told her that information. I then had her check my excursions to make sure they were still booked, which they were.

 

At least I know I have company with this same situation!!!

[mxylpic]

Mine too for my July 23 Oasis cruise. I just printed out my entire cruise planner pages showing all my excursions and beverage and dining purchases. I assume it will be fixed, and if they want to refund the -1,700 that's OK too!;p

[seacruise9]

Hi,

 

I am booked on the Independence of the Seas for the cruise departing on Aug. 12, 2017 and noticed the same thing for my reservation. On Saturday, my booking showed a zero balance. Today, my booking shows a negative balance. It looks like there is an IT problem that hopefully will be corrected soon.

 

Chuck

[setsail]

I don't know but if I wanted to know then I would call rci

[loug1601]

Just an FYI...

We were in a grand suite on the Harmony in April, and the internet (Voom only) was free of charge to all adults in the suite.

 

I had originally also purchased the internet package before I knew this...

 

I canceled the package prior to boarding.

[WeatherFx]

Just called C&A, agent seemed baffled but said everything looked OK on his end (no negative balance). Said he will send me a confirmation email.

This was my experience as well today.

[monorail81]

Same problem for us. Paid off the cruise two weeks ago and we were showing a negative balance for the amount of our excursions as of last night. Going to wait a few days before I call them.

[dorts]

Same showing here for my upcoming 6/18 cruise...adds up to the total of the extras that I pre-purchased.

 

Excursions, dining etc all still showing in the planner so not going to worry too much yet about this. Will probably be sorted in the next few days...especially if it now appears widespread!

 

Another note...tried printing the set sail passes this morning and only my one has the credit card details and signature line. My partner is also linked to my credit card but their set sail states a cash account. In the online check-in they are ticked as being under my credit card. Strange!

[Clarea]

... Another note...tried printing the set sail passes this morning and only my one has the credit card details and signature line. My partner is also linked to my credit card but their set sail states a cash account. In the online check-in they are ticked as being under my credit card. Strange!

This is a known issue and has been this way for a long time. Disregard the "cash" indication for your partner.

[Cat8bird]

Same here, cruise 9/9/17 we notice Saturday that it said in the cruise planner we had no active reservation :eek:. So we waited until Sunday afternoon to check again & it showed the reservation with a ---$486. Which is what we paid for specialty dining& shore excursions. We called RCCL & of course we were told the same thing everyone else has been told you have a zero balance & we don't see what you see. We asked for another invoice showing all we have reserved. Just don't want any confusion after the official final payment date 6-11-17.:loudcry:

[Atlantix2000]

I don't have a negative balance yet because I'm still more than a month before final payment and still had ~$1300 to go. I'm now seeing a balance of ~$500. My cruise planner costs (all excursions) are ~$800 which explains the difference. The thing is, I can't find anywhere that shows the sum of those cruise planner costs. I can go to each individual excursion and it shows balance $0 but no summary. There also used to be a payment history that has disappeared.

 

It's as if they are showing all payments as applied to the cruise balance even though one of the payments was the result of checking out in cruise planner. They are effectively double counting that payment!

[NurseDave]

I was hoping I could make money buy booking more online!