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snoope

Club Royale- Incorrect Points

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I sailed twice in November. First cruise I accumulated 1500 points. So the second cruise I know I needed 1000 more for prime since it would be last sailing for the season. I played tables and slots. On the second last day the host said I was short 2 points. No problem. I went to the nearest slot and acquired 20 more points to be sure. I went back to the host and she said yes I have reached prime for next season. I made her double and triple check. Her assistant even did the calculations one time to ensure. 

 

Now i call CR to confirm status and they say I’m short 1 point. I escalated which meant they emailed Miami. I got a response today saying tough luck. Your short a point and that I’m responsible for calculating my own points not their hosts. Their suggestion was to do a short sail to accumulate the balance. Very annoyed. 

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Just now, snoope said:

I sailed twice in November. First cruise I accumulated 1500 points. So the second cruise I know I needed 1000 more for prime since it would be last sailing for the season. I played tables and slots. On the second last day the host said I was short 2 points. No problem. I went to the nearest slot and acquired 20 more points to be sure. I went back to the host and she said yes I have reached prime for next season. I made her double and triple check. Her assistant even did the calculations one time to ensure. 

 

Now i call CR to confirm status and they say I’m short 1 point. I escalated which meant they emailed Miami. I got a response today saying tough luck. Your short a point and that I’m responsible for calculating my own points not their hosts. Their suggestion was to do a short sail to accumulate the balance. Very annoyed. 

 

That's tough.  We are on Jewel now & reached Prime.  Same thing - double checked points with host & were missing a few.  Called CR while on the ship to check points & confirm Prime status.   Neither Casino Host or CR rep would give us anything in writing or a printout of our points total.  Said we would get a letter end of March confirming our status.   Plan to earn a few extra just to be sure!!

NJ 

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I don't trust their tracking mechanism AT ALL.  I confirm my points at the end of every cruise and record them meticulously in a spreadsheet.  Honestly, I'm not sure how I would handle it if they disputed my numbers.  It sounds like they don't care (from the OP's post) and that your word will mean nothing.  I am so nervous about this myself.  Not sure what recourse any of us have if our accounting is disputed.  Sounds like, not much.

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I'm curious if this discrepancy is on slots, table games or both. Also, did you receive any large payouts? I don't know if RCI gives play chips but did you use any? Did you buy chips/credits using the new promotion as I heard the bonus chips do not count towards status.

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I just booked a 2 night Mariner cruise because both the casino host and CR both said I was 54 points away from Prime. If I got home and knew without a doubt that I had enough points for Prime and they said no, that would be the end of my cruising Royal. I don't have to be Loyal to Royal if they can't keep their figures straight!

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I would think that the problem is with the Tables as slots should be an easy 1 point for every $5 pulled.

 

I remember in the past the host used to have to use a calculator to figure out the table points but on my last cruise (maybe even the one before) they just pulled it up in the program to give me the points.

 

I would keep going up the chain and even get the mbayley@rccl.com involved.

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57 minutes ago, oxymoron11 said:

I'm curious if this discrepancy is on slots, table games or both. Also, did you receive any large payouts? I don't know if RCI gives play chips but did you use any? Did you buy chips/credits using the new promotion as I heard the bonus chips do not count towards status.

The mistake has to be made in the hosts calculations of the table games because one can see slot points on the machines. I didn’t receive any large payouts or use any sort of promo chips. 

 

Remember the on board hosts told me how many points I had. 

Edited by snoope

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1 hour ago, Atlantix2000 said:

How are you supposed to track your own points if you can't get a printout from each cruise?

 

Exactly.  When we called CR they refused to give us anything in writing - same as Host.  Plan to earn some extra points tonite to make sure we're over 2500 & will call CR tomorrow to double-check points too.  What a crazy system.

NJ 

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2 hours ago, Atlantix2000 said:

How are you supposed to track your own points if you can't get a printout from each cruise?

I get the information directly from the Casino host or the pit boss - whoever is the one who calculates the final totals.  It varies by ship who does this function.

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Which is was what I did exactly. Checked in allmost every day after play. 

 

Their calculations were wrong. 

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Only playing slots, I take a photo of DH's final points on a slot machine at the end of the sailing and also post it in my file.  Of course with a photo you probably cannot prove on what date and sailing you took it.  Upon request, two casino hosts have given DH his total points in writing at the end of the cruise.

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Last cruise I played 100$ slots

I play tables bought in 2000$ a day for five days 10,000+I didn’t get certificate for future cruise in my cabin so went back to casino questioned host Why not ? She told me I only earned 40 pts.I asked about table play she looked at me like I had 2 heads pressed a button and started to apologize and continued to Blame asst host for not turning screens while doing certificates earlier in the day.

Imagine calling a few weeks later to book something and CR says u don’t qualify for casino rates 

PS Anthem of the seas and walked off up

1400$ I gamble to win but enjoy perks when given 

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We had one cruise where on the last day the casino host told my wife she had 1193 points earned that trip. And that she could only get a $200 certificate. That she needed the 7 points to get to a $300 certificate. Most of the time if you are close they isue you the certificate. I was not pleased with the decision or the demeanor of the host but "you can't fight city hall". So I put $35 in a machine to earn the 7 points. We were played big $4 a spin. On the 3rd pull she hit for $200 and worked it up to $470 by the time she earned the 7 points. She played it down to $435 and cashed out. We then went over and got her $300 certificate and showed the host the ticket for the $435. And told her it was because of her we won the money. If she would have just allowed the 7 points. We wouldn't have gambled any more that cruise. And wouldn't have won the $400. 

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