UPSELLS and how they work

[SAPMAN]

Is there any way to "opt in" or call to find Upsells?   Or do you just wait for an email.  If the later, about how long before cruise date does HAL send these out?   If you can call in and inquire, do you just ask if Upsells are available?

 

I have heard both that you have not choice of cabins (only category) and also that you do before making your "offer".   Which is correct?

 

Thanks for the info.

 

 

[CruisinNana]

I was in a Neptune Suite(SA) and 6 weeks before my cruise, I called and said I was interested in an upsell to the Pinnacle Suite. Two weeks later, I received an email offering me the upsell to the Pinnacle and I called immediately and accepted the upsell. That has been my only experience in that I have always been happy with the Neptune Suite I have chosen and the Pinnacle is usually sold out.  I only called because I saw that one of the two Pinnacle Suites was available. Hope this helps.

[pmjnh]

From my experience, if you book through a TA, the TA can opt you in or out of upgrades. One TA told me that he did not recommend opting in for upgrades because "most people don't want them". I disagree with this. My last cruise was with a different agent and I was offered an upsell from an interior to an OV which I took. I knew what category it was to be and it was a last minute upsell. When I arrived at the pier HAL had not updated its rooms and we were still booked in the interior. It took a bit of time but the ship finally adjusted the records. When we arrived, our room keys to the new room did not work, so we had to go to guest services. All worked out in the end but it took about 2 hurst's to get the new information and keys straightened out. No big deal because, heck, we were on a cruise and happy to be aboard!

Edited September 29, 2019 by pmjnh

[sevenseasnomad]

Have you booked with a TA or with HAL directly?  If you booked with a TA, let him/her know you are interested in an upsell.  If you booked with HAL, your PCC will be happy to help you, should an upsell be available.  I hope you get the cabin/category you're interested in.  If you don't get your upsell, please remember: Any day on a ship is better than a day ashore.  Have a lovely time.

[oceanmom]

If you receive the email upsell, call the number given, they will check to be sure you are on their upsell list, and then complete the transaction. Always be prepared with a map of the ship and ASK if there is a choice of cabins in the new category. We always ask and are always given a choice of cabins.

 

If you book with a TA, you may or may not receive the email upsell. There is a phone number that has been posted somewhere on this board before to call and inquire if upsells are available. There may or may not be ones available, and you may or may not be in that pool of people who are on the upsell list.

 

Upsells generally come out 2-4 weeks before sailing.

Edited September 29, 2019 by oceanmom

[Mary229]

I always notify the cruise line after the final payment date.  Sometimes I call, sometimes I ask my TA to call.

[DaveOKC]

14 minutes ago, oceanmom said:

If you receive the email upsell, call the number given, they will check to be sure you are on their upsell list, and then complete the transaction. Always be prepared with a map of the ship and ASK if there is a choice of cabins in the new category. We always ask and are always given a choice of cabins.

 

If you book with a TA, you may or may not receive the email upsell. There is a phone number that has been posted somewhere on this board before to call and inquire if upsells are available. There may or may not be ones available, and you may or may not be in that pool of people who are on the upsell list.

 

Upsells generally come out 2-4 weeks before sailing.

Great response and covers most of the points.

 

I would like to add though that I have found calling the upsell department to be a waste of time.  For example, I called about 4 weeks out after I saw a Neptune price drop and offered them $300 pp for an upsell from my Signature suite.  They turned me down flat.  Then two days later I get a form email from them offering the upsell for $99!!  Needless to say, I took it quickly.

 

One more thing - not all TAs forward these upsell offers on to their clients.  The mega TAs do not have the time to do this IMO.  Just consider time and number of calls they would have to handle to do this.  So, check with your TA before you book.

 

 

[leanstostarboard]

I have enjoyed upsells from Veranda to Neptune several times by hopefully waiting for an email or phone offering.   Last time I wanted an upsell, I called HAL before they started upsells on that particular cruise and requested that I be considered; I later received and upsell that I thought was too expensive so I a said 'call me when the price drops again'. A week later I received and upsell offer that was about half of the first offer and I accepted. 

[Cruise4food]

1 hour ago, SAPMAN said:

I have heard both that you have not choice of cabins (only category) and also that you do before making your "offer".   Which is correct?

The one time that I did an "upsell" was from an Inside to Lanai on the Maasdam. Or as Holland America seems to say, a paid upgrade. I had an assigned interior room number and noticed major price drops about 10 days after final payment. I phoned in on a weekend, rather than wait till Monday for my PCC. An ocean view on same deck for zero extra cost (was CDN$800 less than what I paid, if booked brand new that day) was available but I decided for a paid upgrade to a Lanai. Both types of room upgrades were discussed over the phone by specific room number, using a deck plan at my side. 

[kazu]

I’ve had several upsells (via my TA who knows I am interested and is on top of things).

 

I’ve always been told what rooms are available and ready to choose if I liked the deal.

 

Not gambling on an upsell on the next cruise as my price dropped enough that it beat an upsell offer IMO and I got to choose a cabin of my choice right off 😉. Love casino discounts.

[Cruise4food]

4 hours ago, oceanmom said:

Upsells generally come out 2-4 weeks before sailing.

The timing of my experience in post #9 was unusual. That Maasdam MTL to Boston voyage was likely selling poorly to have such a price reduction so far out. 

[FlaMariner]

I'm a month away and I've asked my TA (mega travel agency) about "how can I be on the list to be offered upgrades".

 

His answer was, direct quote:

The cruiseline sends us upgrade offers if they are available through an email offer that are paid upgrades.  I did not receive any but if I do I will forward them to you.

[sambamama]

Upgrades are free, upsells are not. My upcoming cruise has passed final payment, and so prices are dropping. I saw this and asked my TA to see if HAL would let me go from my L inside guarantee to an HH obstructed outside (I already got a $500 price drop about 3 months ago!). I got back cruise documents that I now have a C outside guarantee. You can normally only upsell to the category above you, inside to outside, outside to balcony, balcony to suite. Upsells usually start 4-6 weeks out-but normally in the 4 week range. If I am really interested, I will talk to my TA, and authorize her with a price range so she can grab one if she can't reach me. (I am a lawyer and am in court all the time, so it can be very difficult to reach me.) This system has worked well for me. As a single, it's always harder to find affordable cruises as I almost always sail alone. I've found the best system is to find a TA you like, and book with them exclusively. Mine has found me incredible single rates on cruises! 

[kazu]

On 9/29/2019 at 6:34 PM, FlaMariner said:

I'm a month away and I've asked my TA (mega travel agency) about "how can I be on the list to be offered upgrades".

 

His answer was, direct quote:

The cruiseline sends us upgrade offers if they are available through an email offer that are paid upgrades.  I did not receive any but if I do I will forward them to you.

 

This comment is not aimed at all big box stores - but years ago, I dealt with one.  their pricing and OBC was great but I never got upsell offers.  I was a tad ticked when someone got the secret upsell I was hoping for and were in BC.

 

After talking to the big box store, it became clear that they were just saying what they thought I wanted to hear.

 

I switched to a good TA and she has always followed up on upsells for me and we have scored a few times 🙂 

[DaveOKC]

10 hours ago, kazu said:

 

This comment is not aimed at all big box stores - but years ago, I dealt with one.  their pricing and OBC was great but I never got upsell offers.  I was a tad ticked when someone got the secret upsell I was hoping for and were in BC.

 

After talking to the big box store, it became clear that they were just saying what they thought I wanted to hear.

 

I switched to a good TA and she has always followed up on upsells for me and we have scored a few times 🙂 

Others on here have reported the same on the big box stores, so I avoid them.  I get upsell offers through my HAL PCC about 50-70 % of the time.

[crusinbanjo]

Mrs Banjo and I have taken upsells a couple of times as well.  Once we secured the Pinnacle Suite for a really good price.  That doesn't happen often, but we have also gotten upsells from Veranda to Neptune Suites.  Right now I am hoping for an upset or upgrade to a Neptune Suite on our cruise that departs Oct 12.  We are currently booked in a Vista Suite under a guarantee on the Veendam.  HAL, if you are listening!!!!  Ha

[taba]

We received an upsell offer from a veranda to a Neptune suite. yesterday which is 23 days before the trip. The price was reasonable, so we accepted the offer. There are three of us, but we only had to pay the extra fee for two of us. We are looking forward to the extra space and also extra amenities. 

 

 

We booked the cruise directly through HAL so the offer came via email.

[CruisinNana]

23 minutes ago, taba said:

We received an upsell offer from a veranda to a Neptune suite. yesterday which is 23 days before the trip. The price was reasonable, so we accepted the offer. There are three of us, but we only had to pay the extra fee for two of us. We are looking forward to the extra space and also extra amenities. 

 

 

We booked the cruise directly through HAL so the offer came via email.

Congratulations on your upsell.  If you have never stayed in a Neptune, I think you will enjoy it not only for the extra space but for the Neptune Lounge, the free dry cleaning and laundry, and the concierges in the lounge.  It's great to skip the lines at the main guest services desk.  Bon Voyage!

[DaveOKC]

Upsells can be great or not so great deals.  On the great deals you do need to move quickly as they can go fast.  Yesterday my brother told me of a great offer he got and that he called about 4 hours after he got it and it was already Sold Out.

 

[FlorenceItaly]

5 minutes ago, DaveOKC said:

Upsells can be great or not so great deals.  On the great deals you do need to move quickly as they can go fast.  Yesterday my brother told me of a great offer he got and that he called about 4 hours after he got it and it was already Sold Out.

 

Dave, when does he sail, and what category is he currently in?  Thank you!

[DaveOKC]

3 minutes ago, FlorenceItaly said:

Dave, when does he sail, and what category is he currently in?  Thank you!

He leaves next week on the Oosterdam to Mexico.  In a Signature.  Cost was under $200 pp

Edited October 4, 2019 by DaveOKC

[FlorenceItaly]

3 minutes ago, DaveOKC said:

He leaves next week on the Oosterdam to Mexico.  In a Signature.  Cost was under $200 pp

Thank you!  I am so sorry he missed the deal.

[DaveOKC]

1 hour ago, FlorenceItaly said:

Thank you!  I am so sorry he missed the deal.

I told him many times how it works, but he has to work and cannot play the game.

[taba]

3 hours ago, CruisinNana said:

Congratulations on your upsell.  If you have never stayed in a Neptune, I think you will enjoy it not only for the extra space but for the Neptune Lounge, the free dry cleaning and laundry, and the concierges in the lounge.  It's great to skip the lines at the main guest services desk.  Bon Voyage!

Thanks. This will be our 3rd time in a Neptune suite. We love all the extras that come with the Neptune suite, especially breakfast at the Pinnacle Grill.

 

We received the offer at 1:45 and by 2:00 I had accepted the offer. I had already decided the price I was willing to pay, before any offers came. 

[DaveOKC]

25 minutes ago, taba said:

Thanks. This will be our 3rd time in a Neptune suite. We love all the extras that come with the Neptune suite, especially breakfast at the Pinnacle Grill.

 

We received the offer at 1:45 and by 2:00 I had accepted the offer. I had already decided the price I was willing to pay, before any offers came. 

Thats exactly the way to handle it.  Know your acceptable price before they call, be ready to immediately call them (once I did it completely within 5 minutes total after email received) and have a deck plan handy (or research the "open" cabins and know which one you most want).