Princess Casino Dept. Not Paying their Portion

[CalLuvsCrusingToo]

This is CASINO Booking.

We are only days away from our Cruise and it appears Casino Dept. has NOT paid their portion!

No wonder the App won't work when I keep trying to add our Info. 🤔

 

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

and Supervisor will call me back.   Nobody ever calls back!

 

I just sent Another email, so will be on record of the issue.....

But what are we suppose to do when they stonewall?  

I am soooo tired of calling, but what recourse do we have?

 

 

 

 

[Sprocket]

Call first thing in the morning and ask to speak with a supervisor. Tell them you will wait while they find someone.  So frustrating!  Happened to me but I found out right away and put a hold on my cabin which was already back in inventory until I was able to get it rebooked.

Are there cabins available to book?  Is your original cabin still available?

And for sure you are calling the casino number?  1 888-772-6697

Good luck!

[Rick&Jeannie]

There have been a number of reports such as this where the Casino Dept. did not pay up and the cruise was cancelled.  Hope you get it squared away!

[azbirdmom]

I've heard of reservations getting cancelled when air is added and the Princess systems treat the lack of the casino payment as a reason for cancellation (actually experienced that one) but this is the first time I've heard of the casino actually missing final payment.  The casino is supposed to pay for our cruise by July 10th.  Will keep my fingers crossed that will actually happen.  And I agree that you should stay on the phone until someone resolves this for you.  It's unacceptable that they would just say you'll get a call back and then no one responds.

 

ETA:

Curious about the following:

How did you find out that they hadn't paid?  Did you get a cancellation notice?

Is your booking number still active?  And when did your booking confirmation indicate that they should have paid by?

Edited June 30, 2022 by azbirdmom

[Sprocket]

I was never notified I only found out when I went to check the booking, and it was completely gone.  I had an extended angled mini suite so I was not at all happy but held it and did get it back.  I was also given dinner in the Crown Grill.

 

True about the air there was a post a while back where that happened to someone and when I booked my next casino offer it was stressed that I could not add anything basically it all had to be done through them.

 

[srpilo]

On 6/29/2022 at 8:17 PM, CalLuvsCrusingToo said:

This is CASINO Booking.

We are only days away from our Cruise and it appears Casino Dept. has NOT paid their portion!

No wonder the App won't work when I keep trying to add our Info. 🤔

 

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

and Supervisor will call me back.   Nobody ever calls back!

 

I just sent Another email, so will be on record of the issue.....

But what are we suppose to do when they stonewall?  

I am soooo tired of calling, but what recourse do we have?

 

 

 

 

 

Well Any updates.. Did they finally resolve the issue ?

[MsSoCalCruiser]

6 hours ago, Sprocket said:

I was never notified I only found out when I went to check the booking, and it was completely gone.  I had an extended angled mini suite so I was not at all happy but held it and did get it back.  I was also given dinner in the Crown Grill.

 

True about the air there was a post a while back where that happened to someone and when I booked my next casino offer it was stressed that I could not add anything basically it all had to be done through them.

 

🙋🏻‍♀️ It was me.  Air was added by someone other than the Casino department and our booking was canceled.  It took about 7 hours on the phone to get it straightened out.  

[azbirdmom]

17 minutes ago, MsSoCalCruiser said:

🙋🏻‍♀️ It was me.  Air was added by someone other than the Casino department and our booking was canceled.  It took about 7 hours on the phone to get it straightened out.  

Happened to me as well over a year ago. Thankfully it didn’t take long for them to recover everything including the flights. And it was all for naught as Princess ultimately cancelled the cruise. 

[azbirdmom]

7 hours ago, Sprocket said:

I was never notified I only found out when I went to check the booking, and it was completely gone.  I had an extended angled mini suite so I was not at all happy but held it and did get it back.  I was also given dinner in the Crown Grill.

 

True about the air there was a post a while back where that happened to someone and when I booked my next casino offer it was stressed that I could not add anything basically it all had to be done through them.

 

Was that the cruise on the Majestic last year where they messed up and didn’t restore your invitation to the VIP event?  I was on that cruise and think it was you that it happened to. 

[Sprocket]

2 hours ago, azbirdmom said:

Was that the cruise on the Majestic last year where they messed up and didn’t restore your invitation to the VIP event?  I was on that cruise and think it was you that it happened to. 

Yes it was me, and I had copies of the offer and the original booking from the Personalizer but was told since I wasn’t on their list nothing they could do.  Definitely taught me to keep on top of my bookings.

[CalLuvsCrusingToo]

Thanks for all the ideas, and yes its finally resolved.

 

I've come to the conclusion, Don't waste your time calling Casino Dept.

It seems to me they have Many new employees who are most likely to

hand your issue to someone else, than resolve problem while your on the phone.

Also if they swear a Supervisor will call you back?

They DON'T.   At least not in the 20 times I called.  (counted the times on my phone)

 

So how did I get it resolved?   Email.

I have 3 different email addresses I sent to, and to be honest, I'm not sure which one

accomplished it?  But I'm sticking with email in the future.

 

PS- No, I didn't add air or anything.  I became suspicious when I couldn't update

anything on App for our July date, but Could for all our other cruises.

Plus I needed to get ahold of casino cuz NONE of our Princ.Plus perks were

listed in the Personalizer, even though it was part of the offer.

I believe a new employee began this, and it spiraled from there.

I've never had that problem with booking offers before.

She had booked 2 offers for me, and both had same issue, Nothing on

personalizer.  And not paid either, which was the biggie.

 

 

 

Edited July 2, 2022 by CalLuvsCrusingToo