Escalating a concern?

[Pink_champagne]

I have just booked my first cruise, and I booked with Royal Caribbean. The decision to book with them was influenced by $300 onboard credit my husband and I won playing "MyVegas" on facebook. After booking you add the credit to the account, however we were informed that only one person's credit could be added (it doesn't say that in any of the fine print), but we accepted that. Then, they refused to add any of the credit, as it is in USD and we paid for the cruise in CDN -again not noted anywhere! I politely expressed my concern, and conveyed we chose Royal Caribbean to take advantage of this offer. They were unsympathetic. Who do I escalate this concern to.... can I escalate this concern? We would lose our deposits if we cancelled now :(

[Clarea]

If you booked under US/Canadian rules, and it's more than 90 days before the cruise, then you should receive 100% of your deposit back if you cancel.

[Pink_champagne]

Not 90 days unfortunately, we sail August 14th

[Biker19]

Welcome to CC. Call back and you may get a different answer. You can ask for a supervisor while on the phone.

[swoopy2110]

Always wondered this about the MyVegas credit. I wondered about cashing in and getting some OBC when booking cruises from the UK.. doesn't seem like I'll be able to do so. Even though it doesn't say that in the T&C!

[setsail]

It says it says this

 

https://secure.royalcaribbean.com/cruise-deals/offers/myvegas-redemption-page#

[Dreamer115]

Thats a bummer. I had been hoping to use the obc part of myvegas as well. DH is going to be ticked as I told him we could get $500, (250 each). Now it looks like zero as we are Canadians.

 

:mad::mad:

[Biker19]

Here's the part of the T&C that kills most offers since most current bookings have some sort of offer already:

 

"Discount cannot be combined with another discount on the same reservation. Reward is not combinable with any other promotion or offer. "

[Crusingdiva62]

http://boards.cruisecritic.com/showthread.php?t=2090268&page=32

 

 

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[joandian]

I bought 2 lots of OBC to use on our next cruise. I spoke to the Casino department and they were very helpful and applied it for me. I did notice you can only buy one of each amount of OBC credit. I tried to buy 2 x $250 but ended up purchasing $250 and $150. I had to use them on different sections on my BTBTB. It does say somewhere that you can only use 1 coupon/OBC per cruise.

[joandian]

Here's the part of the T&C that kills most offers since most current bookings have some sort of offer already:

 

"Discount cannot be combined with another discount on the same reservation. Reward is not combinable with any other promotion or offer. "

 

It can be combined with the balcony discount and also any current sale as we have both on our booking. It can't be combined with a second purchase from My Vegas.

[Pink_champagne]

Ugh. After nearly an hour on the phone with customer service, they will not honour the myvegas rewards as our cruise was booked in CDN. I still can't understand the reasoning behind this, as the cruise ship is in USD, but this is the stance they are taking. I spoke with a supervisor, and asked if they could provide some sort of OBC as a gesture to make up for this, they refused. Not a happy camper here.

[Jana]

Ugh. After nearly an hour on the phone with customer service, they will not honour the myvegas rewards as our cruise was booked in CDN. I still can't understand the reasoning behind this, as the cruise ship is in USD, but this is the stance they are taking. I spoke with a supervisor, and asked if they could provide some sort of OBC as a gesture to make up for this, they refused. Not a happy camper here.

 

I saw the "one only" rule in the T&C but nothing about having to be booked in USD. How odd, and how disappointing!

.

[Clarea]

Ugh. After nearly an hour on the phone with customer service, they will not honour the myvegas rewards as our cruise was booked in CDN. I still can't understand the reasoning behind this, as the cruise ship is in USD, but this is the stance they are taking. I spoke with a supervisor, and asked if they could provide some sort of OBC as a gesture to make up for this, they refused. Not a happy camper here.

If you were able to cancel and book in USD using a US travel agent, would you still come out ahead monetarily? Wondering about the exchange rate and whether the cruise price has gone up since you booked.

[SilkySal]

If you still decide to take the cruise, you may want to take all of your info with you and make an appointment to speak with the Loyalty Ambassador on board.:rolleyes: Maybe, just maybe, if it's your lucky day, he/she may be able to do "something" for you.;) Good luck and happy cruising should you decide to go!:*

Oh! And welcome to Cruise Critic!!

[Luckybee]

We too have just run into the same thing. Dh and I were originally going to try NC's haven but found a great deal on Royal in a royal suite on Freedom for next year . We both used points for myvegas rewards on Royal. Honestly if it is one reward per stateroom I can live with that because it does show up in the conditions(which I didnt notice until after we booked the rewards). But this nonsense regarding bookings in Canadian dollars makes no sense at all, and based on the response we got back from Royal it is obvious to me that they dont understand the policy either. Dh wrote back to them after our reward was refused because of the Canadian $ issue asking for an explanation and where we would find this in any conditions and the following is the response he received ...and yes this is the verbatim response without any editing ...lol. I seriously couldnt stop laughing after reading the double talk that came no where near answering the question. What I find seriously mind blowing is that this comes from the casino dept....you know the one that tries to encourage play...and well....hmmm they can access MGM records where dh and I are at full RFB level at Bellagio and MGM grand, and on our previous Royal cruise we spent multiples of thousands in the casino. Honestly we arent wasting any further time on this but it truly shows me their short sighted thinking..anyway here is the response :

 

 

"Royal Caribbean’s casino offers and programs, be theythrough Club Royale or our partners, such as MyVegas, operate only in USD. Tomake sure all reservations remain combinable with these exciting offers, ourterms and conditions do require that the bookings be created through our ClubRoyale email address – this is done to prevent issues of combinability arisingthat create missed opportunities to use these rewards.

 

If we can be of further assistance, please don’t hesitateto contact us toll-free at 1 888-561-2234. We are available from 8:00am to10:00pm, Monday through Friday, and from 9:00am to 5:30pm, Saturday and Sunday(Eastern/Miami Time).

 

Our toll-free number is accessible from most countries byfirst dialing your country’s Exit Code. If you are unable to reach ourtoll-free number, please call us instead at 1-305-539-6000, between 8:00am and5:00pm Eastern time, Monday through Friday, and ask to be transferred to ClubRoyale, Extension 28586."

[Dreamer115]

OMG How rediculous that is.

 

We are from Canada and of course booked with Canadian funds. We had no trouble getting the OBC offered from myVegas. Is that what you were trying to get as well or the discount on the cruise. You could at least get that if nothing else.

[grapau27]

Here's the part of the T&C that kills most offers since most current bookings have some sort of offer already:

 

"Discount cannot be combined with another discount on the same reservation. Reward is not combinable with any other promotion or offer. "

Spot on.We often lose out in the UK to OBC offers because we use our balcony discount and they won't combine them.

[Luckybee]

Not trying for any discount in our case. We booked our cruise directly with Royal Caribbean. just a week ago and we booked the Royal Suite. Both dh and I claimed rewards and we sent both on to Royal. The only thing they told us in email # 1 (replying to my redemption) was that we could not use the reward because we had booked in Canadian Funds. So my dh cancelled his reward, and then got an email stating that since the reward was cancelled it couldn't be redeemed, so he wrote back stating it was cancelled because of what I had been advised regarding Cdn bookings. Then he got back that gem of a response I provided above.

We have so many MV points it was a good way to burn a few but quite frankly this is nuts and Im not wasting more time going back and forth with them on this.....I'll stick to hotel bookings with MV, which btw if anyone has the numbers to do is quite worthwhile. Dh and I spent 2 wonderful nights in May at LaSamanna in St Maarten courtesy of MV and Destination Club. The process was simple, we were upgraded to an ocean front suite and it was heavenly.

[LIC]

OMG How rediculous that is.

 

We are from Canada and of course booked with Canadian funds. We had no trouble getting the OBC offered from myVegas. Is that what you were trying to get as well or the discount on the cruise. You could at least get that if nothing else.

 

I am trying to use my rewards for OBC. I am Canadian and of course paid CDN funds. I just received an email stating I could not use my credit because I booked in CDN funds.

But I have seen posts from Canadians who were successful in getting it!

[Dreamer115]

I can't understand how it works but I had no problem whatsoever. Did you follow instructions and email it in or did you phone?

[LIC]

Hi,I emailed my reward as per the instructions.

My travel agent is going to call club royale to see if he can get the credit applied.

Fingers crossed!

[Dreamer115]

Hi,I emailed my reward as per the instructions.

My travel agent is going to call club royale to see if he can get the credit applied.

Fingers crossed!

 

Keep us posted. I have fingers crossed for you.

[LIC]

Keep us posted. I have fingers crossed for you.

 

Hi,

My travel agent was successful in getting the $250 OBC applied! :)

[Dreamer115]

Glad you got it now we know Canadians can get it and it wasn't a fluke for me.