Royal Caribbean Card issues threatened with arrest

[bUU]

That's one of the big limitations of this medium: We only hear one side of any issue and so we have to extrapolate the other side of the issue. Some folks will always believe the worst and never factor in the one-sided nature of hearing only one side of an issue.

 

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[BlueRiband]

These newer posts/posters ... do you remember or realize that the OP had charged $7000+ in 2 days on the ship? That amount alone, I believe, is part of the quick escalation on RCI's part. BUT I am only hypothesizing, as we all are.

 

The OP wasn't trying to skip out on his bill, but according to this board's industry insider a lot are:

 

...Once onboard, the Purser's Office needs to get a hold authorization from the bank that issued the credit card. This hold request normally takes place during the first 24 to 48 hours of the cruise. But the passenger accounts are ALL open for charging.

 

85% to 90% of the hold requests go through immediately.

 

But a number are refused for a variety of reasons...

 

So the Purser's department tries again on Day 2 of the cruise. Meanwhile EVERYONE is still charging things to their stateroom account.

 

By the end of Day 2, the answer comes back that the credit card is no good.

On Day 3 the Purser tries to call the cabin to get a different form of payment. There is no answer, so a voice mail message is left. The passenger conveniently forgets to respond.

On Day 4, the Purser sends a letter to the cabin, informing the guest that his charging privileges will be suspended if he does not provide an alternate form of payment.

On Day 5, since the guest has no alternate form of payment, his charging privileges are suspended. But he has already charged several hundred - or several thousand - dollars to his account. He has no alternative form of payment, so does not contact the Purser's office.

On a 7 day cruise, he has already charged as much as he needed to enjoy the cruise.

On Day 7 he is asked to pay a bill that he has no money for. He cannot pay.

The only alternative left to the cruise line is to ask the passenger to sign a promissory note; he promises to pay the outstanding balance "sometime in the future".

Good luck on that one.

 

So what happens then? The deadbeat goes home and does not pay his bill.

The cruise line will not pursue it legally, as the legal costs involved often exceed the debt owed. The people playing this game already know that.

The cruise line covers the losses by increasing your fares.

 

Even with this credit card hold policy in place, between 10% and 15% of mass market cruisers are playing this game.

The honest people end up paying for them.

[CruiseGal999]

The OP wasn't trying to skip out on his bill, but according to this board's industry insider a lot are:

 

I never said or inferred that OP WAS skipping out on the bill. I only stated that the cruise ship employee saw a LARGE amount of $$ being charged to his room. Lo and behold, the credit card on the room was NOT active.

 

FYI ... I got a VERY aggressive phone call from a Hilton employee. It was our 3rd morning, it is EARLY and we get a call to GET DOWN TO FRONT DESK AND GIVE US A GOOD CREDIT CARD! I said the card is good. We just checked in 2 days ago. Employee IMMEDIATELY went to the "THEN PACK YOUR BAGS AND GET OUT." ???? DH is a DIAMOND member! I went to the front desk, asked WHAT # do you have on file? They gave it to me and it was the wrong #. I asked her to look in her records and find the info. given at check in. She found it, gave me the credit card # and it was correct. There was a switch up, SNAFU somewhere along the way ON THE HOTEL's PART. They couldn't apologize enough. Gave us spa certificates and free meals at their specialty restaurants, etc. I walked over to the idiot that called me, yelled at me and told me to pack and get out and showed him the hotel's error.

[DirtyDawg]

I never said or inferred that OP WAS skipping out on the bill. I only stated that the cruise ship employee saw a LARGE amount of $$ being charged to his room. Lo and behold, the credit card on the room was NOT active.

 

FYI ... I got a VERY aggressive phone call from a Hilton employee. It was our 3rd morning, it is EARLY and we get a call to GET DOWN TO FRONT DESK AND GIVE US A GOOD CREDIT CARD! I said the card is good. We just checked in 2 days ago. Employee IMMEDIATELY went to the "THEN PACK YOUR BAGS AND GET OUT." ???? DH is a DIAMOND member! I went to the front desk, asked WHAT # do you have on file? They gave it to me and it was the wrong #. I asked her to look in her records and find the info. given at check in. She found it, gave me the credit card # and it was correct. There was a switch up, SNAFU somewhere along the way ON THE HOTEL's PART. They couldn't apologize enough. Gave us spa certificates and free meals at their specialty restaurants, etc. I walked over to the idiot that called me, yelled at me and told me to pack and get out and showed him the hotel's error.

 

So how much actual $ did it cost that Hilton Hotel as a result of that numbskull who called you? And how likely is Hilton going to get your business next time you travel?

[CruiseGal999]

So how much actual $ did it cost that Hilton Hotel as a result of that numbskull who called you? And how likely is Hilton going to get your business next time you travel?

 

DH being a Diamond (I think that's how they categorize members) member, he still always uses Hilton.

This was Waikoloa Hilton.

$$ wise? I don't know ... we each got a massage and 2 nights of dinners. When we checked in, his status gave us free breakfast at the buffet each day and TONS of $5 coupons to be used anywhere at the hotel. They had clothing shops and shoe stores and ice cream/yogurt shop, casual restaurants, etc..

 

Side note ... At a casual, lagoon side restaurant ... I ordered fish & chips ... they took the square, breaded, already cooked frozen fish and fried it in the deep fryer and served it. It was disgusting.

[bUU]

he still always uses Hilton.

And of course they have a multitude of brands. And for everyone who foreswears Hilton and who chooses Marriott there is someone who foreswears Marriott and who chooses Hilton.

 

 

 

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[Jade13]

I just returned from Royal Caribbeans Anthem of the Seas on which my card was turned off by the bank for "fraud prevention." I figured no problem I would put it on another card. I called guest services to explain the situation and tried to give them another card to which they said they needed the physical card (I had it in my apple wallet and pictures of the front and back of the actual card.) I told them this was all I had and was told that local authorities would be waiting when I arrived. I immediately went to guest services to try to fix this. I was then assured I would not be arrested but my food and drink packages were turned off since I did not have a card on file. I explained I had everything they needed but they said they would not process it because it was against policy to run a card without it physically being there (I did not want to travel with it because of its high limit and though having it in my apple wallet and pictures would be enough) So in the end they had me fill out a bunch of paper work then call to pay my bill.... over the phone WITHOUT THE PHYSICAL CARD!!!!! So I then complained to RC and they apologized and there offer was $287 on board credit for my next cruise! ARE YOU SERIOUS!!!!!!!! Has anyone experienced this? It ruined my vacation and they offer me $287 that doesn't even cover the beverage package!!!!

 

 

Crazy story.

 

HAL does a preauthorization for an amount (used to be something like $60 per day). Doesn't RCL do something like that. Even when I have had my card canceled because someone tried to use it they just change the last numbers (well Amex does) and any recurring fees still go through as well as pre-authorizations.

 

 

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[Jade13]

Delete

[Jade13]

the card was frozen and I had to reactivate it when the new one arrived in the mail. It was ruined because my pre paid dining and beverage packages were frozen and I could make no on board purchases. All they had to do was type in the CC # but would not do so because it was against policy... this policy was never made clear beforehand... the way you are defending them sounds like you work for RC.... I have been on many cruises before and never had a problem like this or was treated this way

 

 

 

If something was pre-paid you would have a receipt. Why would you need a card for those pre paid purchases?

 

 

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[Jade13]

Hopefully you will be able to move on. I would gladly accept the $300OBC. Especially since it really was my fault for not notifying the cc company. What else are you looking for. Maybe that will clue us in. You said they apologized. Correct? No... I do not work for RC. Just want to know what else you expect

 

 

 

I didn't read that the OP did not notify their bank that they would be on a ship.

 

I have had cards canceled because someone tried to use it in another country that did not meet my spending pattern. It had nothing to do with notifying a bank. Another time someone tried to use my card fir an Amazon purchase.

 

In fact, not all banks require notification. American Express is one of those but I do tell them when I am traveling.

 

 

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Edited July 7, 2017 by Jade13

[Jade13]

Am I the only one that thinks the threat of arrest is extreme and uncalled for?

 

 

 

Who threatened to arrest you? Did you speak to the hotel manager? They should have placed a call to your credit card company while you were on the ship.

 

I always carry an extra card with me.

 

 

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[CruiseGal999]

Who threatened to arrest you? Did you speak to the hotel manager? They should have placed a call to your credit card company while you were on the ship.

 

I always carry an extra card with me.

 

 

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Those are really good questions. You need to go to the beginning and read what this is about. And there's all kinds of info. & circumstances. You can't take 1 line a month or so later and get indignant. They, it seems, DID call the bank.

[slidergirl]

So how much actual $ did it cost that Hilton Hotel as a result of that numbskull who called you? And how likely is Hilton going to get your business next time you travel?

 

What it cost Hilton is a minuscule amount. HH Diamonds are a penny a ton. HHonors has been diluted by the Credit Card Diamonds and those who get their stays at the Hampton Inn and then use their points at the Waldorf=Astoria... It is a sad fact. Same with Starwood - too many Platinums via CC and stays at the 4 Points and then use their Points at the St. Regis. From what I saw as the Starwood rep at my one old hotel, while paying guests are ponying up $1200/night in the winter for a night, Starwood reimbursed the hotel $256/night for a points stay.

 

And, like the poster said, her DH is sucked into the program and will endure what comes his way because he gets the occasional up grade, free bottle of water, club access, walk protection...

[CruiseGal999]

What it cost Hilton is a minuscule amount. HH Diamonds are a penny a ton. HHonors has been diluted by the Credit Card Diamonds and those who get their stays at the Hampton Inn and then use their points at the Waldorf=Astoria... It is a sad fact. Same with Starwood - too many Platinums via CC and stays at the 4 Points and then use their Points at the St. Regis. From what I saw as the Starwood rep at my one old hotel, while paying guests are ponying up $1200/night in the winter for a night, Starwood reimbursed the hotel $256/night for a points stay.

 

And, like the poster said, her DH is sucked into the program and will endure what comes his way because he gets the occasional up grade, free bottle of water, club access, walk protection...

 

Mostly it's DH travels extensively for work and he likes the Hilton hotels. AND he thinks the perks are worth the loyalty, that's true.

[Jade13]

Those are really good questions. You need to go to the beginning and read what this is about. And there's all kinds of info. & circumstances. You can't take 1 line a month or so later and get indignant. They, it seems, DID call the bank.

 

 

 

Yes, and I stated that in my prior post.

 

 

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[CruiseGal999]

Yes, and I stated that in my prior post.

 

 

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I am not responding to the statement/assumption that the OP 'should' have called prior to cruising. I am stating: The personnel ON the ship and the OP DID try calling the bank FROM the ship while OP was ON the cruise. Yes, please go to beginning and get the correct story. This thread has taken many twists and turn.

[crooooze]

The OP is just looking for a little empathy. This could have happened to anybody. Not everyone carries a second credit card and why is really none of our business. But to be threatened with arrest when a crime was not committed is uncalled for, regardless of what other insight the cruiseline has.

 

I'd bet many of those who are trying to be opened-minded on this tread would have a different perspective if they were the victim... Just saying.

 

 

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[ronandannette]

I guess I was just really upset at the threat of arrest when I was trying to make things right and the fact that my pre paid packages would not even work

 

the card was frozen and I had to reactivate it when the new one arrived in the mail. It was ruined because my pre paid dining and beverage packages were frozen and I could make no on board purchases. All they had to do was type in the CC # but would not do so because it was against policy... this policy was never made clear beforehand... the way you are defending them sounds like you work for RC.... I have been on many cruises before and never had a problem like this or was treated this way

:confused: This I do not understand. How could they justify denying what you already paid for? And I would think at the least, a pro-rated refund for the days denied would be the very least they owe you. And I'd require that to be a refund - not a future cruise credit.

[shayne1]

I just returned from Royal Caribbeans Anthem of the Seas on which my card was turned off by the bank for "fraud prevention." I figured no problem I would put it on another card. I called guest services to explain the situation and tried to give them another card to which they said they needed the physical card (I had it in my apple wallet and pictures of the front and back of the actual card.) I told them this was all I had and was told that local authorities would be waiting when I arrived. I immediately went to guest services to try to fix this. I was then assured I would not be arrested but my food and drink packages were turned off since I did not have a card on file. I explained I had everything they needed but they said they would not process it because it was against policy to run a card without it physically being there (I did not want to travel with it because of its high limit and though having it in my apple wallet and pictures would be enough) So in the end they had me fill out a bunch of paper work then call to pay my bill.... over the phone WITHOUT THE PHYSICAL CARD!!!!! So I then complained to RC and they apologized and there offer was $287 on board credit for my next cruise! ARE YOU SERIOUS!!!!!!!! Has anyone experienced this? It ruined my vacation and they offer me $287 that doesn't even cover the beverage package!!!!

oh no, i have had my card declined when booking a holiday as bank thought it was fraud as was for so much money but 2 minutes after the card got declined, my bank called me to check and then obvious let through, hubby and me went on P&0 Ventura, sailing caribbean 3 years ago and before we booked/ went i called P&O directly to ask if they took debit cards as i do not believe in credit cards, they said they did, we got to port in Barbados to have photo's taken and gave my debit card, which was Meastro at the time and they said, we don't take Meastro, i was panicking thinking, they are not going to let us sail, thank god for an English ship, as i was only taking card as proof and had £3,000 in cash, they said we could put cash on ships card so did not matter about card, phew!,i did not know you could not pay cash as only sailed once years before and could pay cash for everything, I so love P&0. sometimes if you let bank know you are going away, they still screw up, hope you get sorted.

[notentirelynormal]

The OP is just looking for a little empathy. This could have happened to anybody. Not everyone carries a second credit card and why is really none of our business. But to be threatened with arrest when a crime was not committed is uncalled for, regardless of what other insight the cruiseline has.

 

I'd bet many of those who are trying to be opened-minded on this tread would have a different perspective if they were the victim... Just saying.

 

 

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Part of the problem is not carrying a second card - the OP wasn't even carrying a FIRST card. Just a picture in his phone. I wouldn't have accepted that either.

[sanger727]

Ok. 3 month late posters who didn't bother reading the thread before posting. Most of your questions were already answered and addressed early in the thread

 

1. OP was carrying his first card

2. OP charged several thousand on it over a few days (most likely includes the bev package and dining package they suspended)

3. OPs bank shut the card off for suspicious use - OP was permitted to call the bank but they had already cancelled the card and had put a new card in the mail so there was no way to re-activate it

4. OP only had a photo of his backup card and after having the first card shut down for 'fraud' they were unwilling to accept a photo of the second card

 

 

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[SRF]

Did you bother to tell the issuer of the "turned off" card that you were going to be on a cruise and would using the card on the ship and in particular ports of call? If you didn't, then you must accept a great deal of responsibility for the card being frozen.

 

Hmm, the card is a Royal Caribbean card, and you are ON a ROYAL CARIBBEAN cruise, and charging things ON THE SHIP.

 

Maybe I am asking too much, but you might think that they could figure that out.

 

And funny, they can charge your cruise fare without having the physical card, so why not on board????? The can put a hold on that card for the expected amount to be charged..

 

However, I would be on the phone to the credit card company (on Royal Caribs dime, as it is their card), and get the hold lifted. Not a big deal.

[SRF]

Maybe whoever/wherever you phoned could get real-time authorization for the charge. And maybe on the ship, they could not get real-time authorization.

 

Except, if you book onboard for your NextCruise, they seem to be able to charge your card RIGHT NOW, even at sea.

[SRF]

Am I the only one that thinks the threat of arrest is extreme and uncalled for?

 

No, not at all.

 

That is way over the top.

[SRF]

That doesn't work see if you could apply for a rcl card on the ship. Contact your high limit card. See if they would be willing to contact the cruise line and arrange payment. See if there is a way to express a physical card to a port.

 

So RCI will not accept another card, but will allow you to apply for a card onboard, and use that for the cruise, WITHOUT THE PHYSICAL CARD??????

 

I agree, the first step was to call the CC company and get the hold lifted. The card should not have been canceled at this point.

 

I get a notice of possible fraud. If I click the button to report that the transaction was indeed fraud (or all them and tell them), THEN the card is turned off. At least one card I have, can turn off any transaction where the card is not present (I still have the card, but someone is using the number) so I can continue my trip using that card.