tink24 Posted August 5, 2022 #1 Share Posted August 5, 2022 I received an email from Royal Up stating that my offer was accepted for the 2 bedroom grand suite. I was ecstatic! When I checked my reservation to see what room I was assigned, it still showed my original junior suite. Within 5 minutes Royal Caribbean sent me 3 emails - one showing that I was now in a one bedroom grand suite, one confirming the 2 bedroom grand suite (that my credit card was charged for), and a third showing my room as my original junior suite. I called Royal Caribbean to clear up the confusion and was told that my room was no longer available and my other Royal Up bids were now expired. I asked why they would send me a confirmation and charge my credit card for a room that was not available, but never received any type of reasonable response. All they would say is that my card would be refunded. I'm super pissed to say the least. 2 Link to comment Share on other sites More sharing options...
Choozin Croozin Posted August 5, 2022 #2 Share Posted August 5, 2022 12 minutes ago, tink24 said: I received an email from Royal Up stating that my offer was accepted for the 2 bedroom grand suite. I was ecstatic! When I checked my reservation to see what room I was assigned, it still showed my original junior suite. Within 5 minutes Royal Caribbean sent me 3 emails - one showing that I was now in a one bedroom grand suite, one confirming the 2 bedroom grand suite (that my credit card was charged for), and a third showing my room as my original junior suite. I called Royal Caribbean to clear up the confusion and was told that my room was no longer available and my other Royal Up bids were now expired. I asked why they would send me a confirmation and charge my credit card for a room that was not available, but never received any type of reasonable response. All they would say is that my card would be refunded. I'm super pissed to say the least. ☹️ I'm sorry. 1 Link to comment Share on other sites More sharing options...
flamingos Posted August 5, 2022 #3 Share Posted August 5, 2022 I hope you can get it worked out. When is the cruise? Link to comment Share on other sites More sharing options...
sandebeach Posted August 5, 2022 #4 Share Posted August 5, 2022 15 minutes ago, tink24 said: I received an email from Royal Up stating that my offer was accepted for the 2 bedroom grand suite. I was ecstatic! When I checked my reservation to see what room I was assigned, it still showed my original junior suite. Within 5 minutes Royal Caribbean sent me 3 emails - one showing that I was now in a one bedroom grand suite, one confirming the 2 bedroom grand suite (that my credit card was charged for), and a third showing my room as my original junior suite. I called Royal Caribbean to clear up the confusion and was told that my room was no longer available and my other Royal Up bids were now expired. I asked why they would send me a confirmation and charge my credit card for a room that was not available, but never received any type of reasonable response. All they would say is that my card would be refunded. I'm super pissed to say the least. I would be so upset!!!!!! I wonder what happened??? 3 Link to comment Share on other sites More sharing options...
Rare twangster Posted August 5, 2022 #5 Share Posted August 5, 2022 Disappointing? Absolutely for being teased but hardly screwed by RoyalUp. In the end you got what most people get - no upgrade at no cost (assuming they do in fact refund you). 17 Link to comment Share on other sites More sharing options...
Rare John&LaLa Posted August 5, 2022 #6 Share Posted August 5, 2022 Bummer 2 Link to comment Share on other sites More sharing options...
Rare prmssk Posted August 5, 2022 #7 Share Posted August 5, 2022 So which room did you get? Did you lose your original room in addition to not getting any you bid on? 1 Link to comment Share on other sites More sharing options...
ZoeyVictoria Posted August 5, 2022 #8 Share Posted August 5, 2022 I am confused about which room was no longer available. Are you in your JS, a different JS, or the one-bedroom GS? Link to comment Share on other sites More sharing options...
Wineaux007 Posted August 5, 2022 #9 Share Posted August 5, 2022 I has a similar situation on Celebrity. Call your TA have have them work it our for you. Link to comment Share on other sites More sharing options...
la_croisiere_s'amuse Posted August 6, 2022 #10 Share Posted August 6, 2022 51 minutes ago, ZoeyVictoria said: I am confused about which room was no longer available. Are you in your JS, a different JS, or the one-bedroom GS? Glad to know it's not just me who's confused! I'm hoping the OP will come back and let us know ... if the original JS was "no longer available" AND the upgrade isn't going to happen, then yes, that definitely constitutes being screwed! If not ... still a bummer, for sure. 8 Link to comment Share on other sites More sharing options...
wolfcathorse Posted August 6, 2022 #11 Share Posted August 6, 2022 sucks to have to wait for a refund. Since RoyalUp is operated for RCG by a vendor, it could take a long time to get a refund Link to comment Share on other sites More sharing options...
coaster Posted August 6, 2022 #12 Share Posted August 6, 2022 (edited) RoyalUp is a third party contracted out by Royal like other cruise lines with similar bidding. Royal is not really involved in this bidding process. Not surprised, but sorry for you. Why the cruise lines need to keep this type of stuff inhouse. Royal saves a few bucks to contract it out, but things go wrong when a third party is involved and they probably bid the lowest to provide this service. Edited August 6, 2022 by coaster 1 Link to comment Share on other sites More sharing options...
HicksRA Posted August 6, 2022 #13 Share Posted August 6, 2022 I’d be on the phone until they escalated it to a point where I got some satisfaction. Don’t give up. Make them fix it. A refund is not acceptable. 1 1 Link to comment Share on other sites More sharing options...
Ken at the beach Posted August 6, 2022 #14 Share Posted August 6, 2022 54 minutes ago, wolfcathorse said: sucks to have to wait for a refund. Since RoyalUp is operated for RCG by a vendor, it could take a long time to get a refund Payments are processed by Royal, not Plusgrade 2 1 Link to comment Share on other sites More sharing options...
ssb Posted August 6, 2022 #15 Share Posted August 6, 2022 (edited) What cruise were you booked on ? Edited August 6, 2022 by ssb Link to comment Share on other sites More sharing options...
Rare twangster Posted August 6, 2022 #16 Share Posted August 6, 2022 1 hour ago, wolfcathorse said: sucks to have to wait for a refund. Since RoyalUp is operated for RCG by a vendor, it could take a long time to get a refund Actually since it's a 3rd party and not Royal the refund should be quicker. When Royal is involved refunds can take months. 1 Link to comment Share on other sites More sharing options...
Another_Critic Posted August 6, 2022 #17 Share Posted August 6, 2022 Looks like we got screwed by a hit and run. 😁 4 5 Link to comment Share on other sites More sharing options...
tink24 Posted August 6, 2022 Author #18 Share Posted August 6, 2022 15 hours ago, prmssk said: So which room did you get? Did you lose your original room in addition to not getting any you bid on? I'm still in original room. Within 5 minutes I received 3 emails - first was a new invoice showing I was moved to a one bedroom grand suite, second was the "Congratulations - You have received the 2 bedroom grand suite," third was new invoice with my original room number. Link to comment Share on other sites More sharing options...
tink24 Posted August 6, 2022 Author #19 Share Posted August 6, 2022 13 hours ago, ssb said: What cruise were you booked on ? Navigator of the Seas 8/12 Link to comment Share on other sites More sharing options...
tink24 Posted August 6, 2022 Author #20 Share Posted August 6, 2022 14 hours ago, HicksRA said: I’d be on the phone until they escalated it to a point where I got some satisfaction. Don’t give up. Make them fix it. A refund is not acceptable. I'm working on it. So pissed! Link to comment Share on other sites More sharing options...
tink24 Posted August 6, 2022 Author #21 Share Posted August 6, 2022 16 hours ago, ZoeyVictoria said: I am confused about which room was no longer available. Are you in your JS, a different JS, or the one-bedroom GS? The 2 bedroom grand suite Link to comment Share on other sites More sharing options...
Another_Critic Posted August 6, 2022 #22 Share Posted August 6, 2022 (edited) End result, you're in the room that you booked. Confusing, yes, disappointed, yes, screwed, no. P.S. Was your credit card actually charged or just showing a pending charge? Edited August 6, 2022 by Another_Critic 15 Link to comment Share on other sites More sharing options...
tink24 Posted August 6, 2022 Author #23 Share Posted August 6, 2022 It was charged! 1 Link to comment Share on other sites More sharing options...
ocean sounds Posted August 6, 2022 #24 Share Posted August 6, 2022 Good luck! Hope you get one of the 2 rooms! 1 Link to comment Share on other sites More sharing options...
ssb Posted August 6, 2022 #25 Share Posted August 6, 2022 (edited) Sounds like they assigned you upgrade cabin and some else came in after you and outbid you . And they did not honor your assignment. They probably have contractually right to do it , almost up to last hours before sailing . But we shall be watching this unfold . Good luck to you . Keep us up to date . Edited August 6, 2022 by ssb 1 Link to comment Share on other sites More sharing options...
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