Princess casino offer not booked as offered

[roxievegas]

Am I the only one?

 

We received an offer for a free balcony, free casino money, plus package and entry into a slot tournament.  I verified at the time of booking that both my husband and I were qualified for this offer, was told yes and I paid the required up front money (port taxes and deposit)

 

I went to my account on Princess and found that we had the balcony and nothing else

I immediately called back and got the plus package added, but the casino play was 1/2 of what was on the offer

 

Today I checked our account and now they took away my casino play money

 

I have sent two emails and made 3 calls.  No one on the emails have responded. 

 

Anyone else having problems and did you get them resolved.

 

[Sprocket]

Try going into  My Account  Future Cruise Credits, then Onboard Credits.  It should tell you how much your FP is if its not showing up in your Personalizer.

 

If its not in either place call them back with the offer code which they can see on their end, and have it reinstated.  I staple my offers to my Summaries so I have them when I board.

[freecruiser2]

I have 4 casino cruises booked and not one of them has the correct information on the website.  Some of my perks are missing, some are on the wrong cruises and I even see one perk that I'm not supposed to have.  I asked someone on the phone to fix, he fixed part of it, but told me to send an email to fix the rest of it.  I sent the email weeks ago, haven't heard anything.  I was going to call and book the offer listed in the OP soon, but i'm hesistant when it just seems like work to monitor them.  

I do like the actual end result of the casino comp cruises! And your suggestion to bring the printout with the original offer is what I will do from now on.  I haven't ever had a problem on my cruise of getting all of my perks, but with so many booked, it makes me nervous if it's not on the website.

[Sprocket]

I had a VIP cruise booked a while back and the casino did not pay their portion in time so it got cancelled.  Although I caught it right away and got most of it back I never got any of the extra amenities they were offering on the original booking.  I know they are probably overwhelmed but what I did learn is they could/would do nothing once onboard so now I make sure any errors are fixed while I'm on the phone with them.

Don't let them put you off be polite but firm that you will stay on the line until they get the issues resolved.  

[CalLuvsCrusingToo]

You are NOT the only one, and I was going to post the same type of question on here.

 

I have called twice a day for 9 days and am Always told the casino rep can't help me,

and Supervisor must correct and will CALL me BACK.

 

They NEVER call back!!!!

 

Tonight I just sent Another email.  At least it will be on record of the issue I'm having.

 

Now I'm only 9 days away from my Cruise and it appears casino has NOT paid their portion!

 

What are we suppose to do when they stonewall? 😡

 

 

 

 

[roxievegas]

12 hours ago, CalLuvsCrusingToo said:

You are NOT the only one, and I was going to post the same type of question on here.

 

I have called twice a day for 9 days and am Always told the casino rep can't help me,

and Supervisor must correct and will CALL me BACK.

 

They NEVER call back!!!!

 

Tonight I just sent Another email.  At least it will be on record of the issue I'm having.

 

Now I'm only 9 days away from my Cruise and it appears casino has NOT paid their portion!

 

What are we suppose to do when they stonewall? 😡

 

 

 

 

I had 3 phone calls to the casino department and 2 emails.  Yesterday I received an email telling me that my account had been corrected.  Yes the $300 casino play for my husband and myself is back on the booking, but no where do I see the entry into the slot play.

When you send the email you get the generic response that your email will be answered in order and no need to send multi emails.  I send an email everyday and I printed out my emails to them just in case.

[pootsien2]

I was surprised that the casino call center answered without putting me on hold this morning! I didn't want to ask but I think the agent i was speaking with must be new. He couldn't find my offer, wanted to know when I received it(expires 7/27)  and if there were any other numbers on it. He had to go talk to someone several times. When I got the booking number I looked and he isn't showing my friend who is sharing the cabin. Shouldn't her name be on the contract too? He also applied this to a different offer(expires 7/13) ,which is ok, if the perks he quoted me incl princess plus like he told me it does but all I see is the $300 freeplay and a $200 tournament comp. Also, does it always show a balance due until the casino pays? The cruise isn't until January but it is going to bug me if I don't get this fixed today or tomorrow!

[Sprocket]

Yeah I think you're going to have to call and get this fixed.  My husband is always listed as passenger 2 and the perks are listed for both of us in the Summary.

 

And yes it will show what you paid and the outstanding balance that is for the casino.  You will get reminders about final payment I use those as a reminder to keep tabs on my booking.

[pootsien2]

Yes you are right and i did just call and they now show my friend and princess plus under special services. This pvp fixed it....yes the original guy forgot to include her! She also said to just ignore any emails about final payment being due. I will be sure to take a printed copy! Thanks everyone!

[Sprocket]

1 hour ago, pootsien2 said:

Yes you are right and i did just call and they now show my friend and princess plus under special services. This pvp fixed it....yes the original guy forgot to include her! She also said to just ignore any emails about final payment being due. I will be sure to take a printed copy! Thanks everyone!

 

Glad you got it taken care of planning should be fun!

[roxievegas]

Unfortunately, we have to check our accounts monthly and make sure that nothing is removed and everything is the way it is suppose to be.  If not ----

 

call the Casino department and hound them until they make it right.  If they are going to make an offer, they need to honor it.  They make you pay for the cruise (your portion) up front.  At one point we had over $8,000 in their pockets.

 

We have currently taken 5 cruises since in the past 7 months and we have 3 more coming up.

[Lakbayer.]

When I logged online at Princess Cruises, I saw an offer from casino for free room and plus package for August for 17 days. I grabbed the offer and I got to pick my blocked ocean view room. I only had to pay $400 deposit for 2 plus taxes and port fees. The $400 will be refunded as onboard credit once I board the ship. I printed my Travel Summary after paying, and the Plus Package and crew appreciation was included. A few days later, they sent an email from Princess that they made an error in offering the free ocean view room and they will honor the deal but give me interior room which will be assigned later, and will convert my deposit to non refundable onboard credit if I did not reply by May 6 or upgrade to the original room at an added price. Unfortunately I did not read the email until today. I logged online and found out that the Travel Summary was changed- No more included Princess Plus Package and Crew Appreciation. Fortunately, I still have my original Travel Summary which included all the original offers. Is this a bait and switch? So if you are booking with an offer, make sure to get a screen shot of the offer. I wonder if many had been duped like me. 

Edited May 17 by Lakbayer.
typos

[roxievegas]

7 hours ago, Lakbayer. said:

When I logged online at Princess Cruises, I saw an offer from casino for free room and plus package for August for 17 days. I grabbed the offer and I got to pick my blocked ocean view room. I only had to pay $400 deposit for 2 plus taxes and port fees. The $400 will be refunded as onboard credit once I board the ship. I printed my Travel Summary after paying, and the Plus Package and crew appreciation was included. A few days later, they sent an email from Princess that they made an error in offering the free ocean view room and they will honor the deal but give me interior room which will be assigned later, and will convert my deposit to non refundable onboard credit if I did not reply by May 6 or upgrade to the original room at an added price. Unfortunately I did not read the email until today. I logged online and found out that the Travel Summary was changed- No more included Princess Plus Package and Crew Appreciation. Fortunately, I still have my original Travel Summary which included all the original offers. Is this a bait and switch? So if you are booking with an offer, make sure to get a screen shot of the offer. I wonder if many had been duped like me. 

I have read on other posts that people have booked a cruise (with a very discounted offer) and then received email that it was a "computer error".

Our offers in the past 18 months have been going down, down and down.  If I received an offer for a OV with plus package I would question it only because the plus offer has not been part of the casino offers in the past.

Don't know how bad you want to go on the cruise you have booked.  But if I had paid as you did, which is probably around $900 with the deposit and port tax, I would consider cancelling and calling my credit card and dispute the charge.  You have the back up and can show that you booked for one thing and they took it away.  They should not, but they will, take your $400 deposit as non refundable, but I would call and fight.  My guess, you won't win

 

Just my opinion.

[villageidit]

8 hours ago, Lakbayer. said:

When I logged online at Princess Cruises, I saw an offer from casino for free room and plus package for August for 17 days. I grabbed the offer and I got to pick my blocked ocean view room. I only had to pay $400 deposit for 2 plus taxes and port fees. The $400 will be refunded as onboard credit once I board the ship. I printed my Travel Summary after paying, and the Plus Package and crew appreciation was included. A few days later, they sent an email from Princess that they made an error in offering the free ocean view room and they will honor the deal but give me interior room which will be assigned later, and will convert my deposit to non refundable onboard credit if I did not reply by May 6 or upgrade to the original room at an added price. Unfortunately I did not read the email until today. I logged online and found out that the Travel Summary was changed- No more included Princess Plus Package and Crew Appreciation. Fortunately, I still have my original Travel Summary which included all the original offers. Is this a bait and switch? So if you are booking with an offer, make sure to get a screen shot of the offer. I wonder if many had been duped like me. 

Read the Whoops, Emerald Greenland Deal Revoked (or similar name) thread on the Princess forum. A lot of people were caught in this. Customer Service was no help and I had to reach Jenn Wright by email to cancel with no penalties. Surprised you didn't get an email about the error like the rest of us did. 

[Lakbayer.]

1 hour ago, villageidit said:

Read the Whoops, Emerald Greenland Deal Revoked (or similar name) thread on the Princess forum. A lot of people were caught in this. Customer Service was no help and I had to reach Jenn Wright by email to cancel with no penalties. Surprised you didn't get an email about the error like the rest of us did. 

Thank you so much!!! Yes, I stated I got an email but read it only last night so it was too late to cancel. I detailed on the thread you directed me to. So it was not just me who got the bait and switch. Apparently this has been going on for a long time as I read from message boards.

[Lakbayer.]

2 hours ago, roxievegas said:

I have read on other posts that people have booked a cruise (with a very discounted offer) and then received email that it was a "computer error".

Our offers in the past 18 months have been going down, down and down.  If I received an offer for a OV with plus package I would question it only because the plus offer has not been part of the casino offers in the past.

Don't know how bad you want to go on the cruise you have booked.  But if I had paid as you did, which is probably around $900 with the deposit and port tax, I would consider cancelling and calling my credit card and dispute the charge.  You have the back up and can show that you booked for one thing and they took it away.  They should not, but they will, take your $400 deposit as non refundable, but I would call and fight.  My guess, you won't win

 

Just my opinion.

I paid $1200 plus with platinum insurance and airport pickup. Yes, a friend of mine who is a frequent Princess cruiser got the same deal in 2023 on a Mediterranean cruise which she completed and she told me it was real, she got to use all the perks offered, including Princess Plus with free wifi and crew appreciation included. She even said they probably did not have a lot signing up for Greenland since it's a boring itinerary hence the offer.