Agents saying non-refundable rates are refundable

[Petroplex]

I was excited when the Summer 2019 schedule came out last night. We had been planning a cruise with another family, and we wanted the Villa Suite since we have a group of 10. It was available on our desired week, and we booked it for considerably less per person than a Grand Suite. The agent explicitly said it was a refundable rate. That mattered to me because I was booking through the casino. The offer me discounts from time to time, and I wanted to preserve maximum flexibility to re-book at a lower price if the casino came through with a better offer.

 

When I received my invoice, it said the deposit is non-refundable. I called in today, and the agent at Casino Royale said he could see it was booked with a refundable code. An hour later, however, I received the news that it is indeed non-refundable. Nobody disputed what the agent told me, but said all suites are now non-refundable.

 

I fully understand the reasons for this policy. What I am angry about is that they are not honoring the deal they made that this is a refundable deposit. Lessons learned: Don't trust what the agent tells you, don't expect them to honor deals, and know that all reservations on suites are apparently non-refundable.

[Biker19]

Lessons learned: Don't trust what the agent tells you, don't expect them to honor deals, and know that all reservations on suites are apparently non-refundable.

+1. NRD for suites has been in effect for 6+ months.

[torpeedo]

I think you have a certain amount of time to cancel this and get your deposit back? Especially since it's only been 24 hrs..

You can book a JS with a refundable deposit instead. Given the size of your group you may need a few!

[Tiggertastic]

It only becomes an issue if you need to cancel so ask fir a copy of the call or a transcript of it

 

 

Sent from my iPad using Forums

[molly361]

There is a 24 hour Grace period if you want to cancel

 

Sent from my BG2-W09 using Forums mobile app

[Petroplex]

Thanks folks. As to this being the policy, I acknowledge that. I have even read about it here, and I explicitly asked that question of the agent last night. He said, "No, this is a refundable code and you have through April 22, 2019 to get all of your money back, including the deposit." My issue isn't with what their policy is. My issue is with them clearly explaining to me what there policy is when I ask precisely the right question.

 

As for cancelling, that isn't an option. The rate we booked last night was something like $1530 a person. That rate has already gone up. More to the point, we have other folks joining us in other cabins, several young children travelling, and kinda need to travel on this week. While we could theoretically book junior suites for less, I prefer the perks that come with a full suite. I am not angry about what their policy is. I am angry that they refuse to honor what they said their policy is and then will not admit they made a mistake.