How to resolve a post-cruise account discrepancy?

[shipgeeks]

We returned from a wonderful cruise on Enchantment a few days ago.  At that time, we received an email with our final account information, not available onboard.

Unfortunately, the $75 additional gratuity for a special crew member, that we had requested on the submission form, was apparently changed to $15 when it was passed on to her.  I am concerned that she is wondering what she did wrong, to deserve such an insulting amount, as well as the fact that she did not get the money.

I have tried calling and emailing, with no success.

Any tips on getting through to someone who can resolve this for us?

[smokeybandit]

I've never heard of putting additional tips on your onboard account.

[Biker19]

22 minutes ago, shipgeeks said:

Any tips on getting through to someone who can resolve this for us?

No, but don't try to wade through the maze that is RCI corporate and shipboard finance offices (even assuming the amount reported by the crew member is correct) - provide any extra tips in cash directly to the staff next time.

 

Biker, who is waiting for a comment from @matj2000 on this one.

[shipgeeks]

27 minutes ago, smokeybandit said:

I've never heard of putting additional tips on your onboard account.

Why would we not?  Have done so many times.  The crewmember said either way is fine, when we asked her.  (In this case, we were also using OBC, which our final account noted we had relinquished by not using it.)

[Another_Critic]

48 minutes ago, shipgeeks said:

Any tips on getting through to someone who can resolve this for us?

Have you tried:

 

• Already Sailed? Post Cruise Assistance

   

  800-256-6649

   

  Call: Mon-Fri 9am-8pm (EST) / Sat-Sun 9am-6pm (EST)
  Text: 24 Hours / 7 days a week

 

 

[shipgeeks]

20 minutes ago, Biker19 said:

No, but don't try to wade through the maze that is RCI corporate and shipboard finance offices (even assuming the amount reported by the crew member is correct) - provide any extra tips in cash directly to the staff next time.

 

Biker, who is waiting for a comment from @matj2000 on this one.

Not reported by the crewmember.  Our account said "gratuities $15".

[smokeybandit]

3 minutes ago, shipgeeks said:

Why would we not?  Have done so many times.  The crewmember said either way is fine, when we asked her.  (In this case, we were also using OBC, which our final account noted we had relinquished by not using it.)

 

Because you have other options for tipping, like in person or via the envelopes. I've never heard of putting it on your account. Seems dangerous for the reason you just experienced.

[shipgeeks]

Just now, Another_Critic said:

Have you tried:

 

• Already Sailed? Post Cruise Assistance

   

  800-256-6649

   

  Call: Mon-Fri 9am-8pm (EST) / Sat-Sun 9am-6pm (EST)
  Text: 24 Hours / 7 days a week

 

 

Yes, a number of times.  A few of the times, the message said "offices are now closed, please try on another day".

[DaKahuna]

35 minutes ago, smokeybandit said:

I've never heard of putting additional tips on your onboard account.

 

 Guest Services or the Concierge can provide you with a form to fill out to use to give tips to specific individuals.  We use it quite often for someone we do not see on a regular basis, e.g. the sushi chef at Izumi, that goes above and beyond. 

 

[PhillyFan33579]

8 hours ago, shipgeeks said:

Why would we not?  Have done so many times.  The crewmember said either way is fine, when we asked her.  (In this case, we were also using OBC, which our final account noted we had relinquished by not using it.)

Of course she is going to say either way is fine when you ask her. But I guarantee she is thinking why didn’t you tip her in cash like 99.9% of all passengers who tip additional at the end of a cruise. 

[cynt]

11 hours ago, shipgeeks said:

We returned from a wonderful cruise on Enchantment a few days ago.  At that time, we received an email with our final account information, not available onboard.

Unfortunately, the $75 additional gratuity for a special crew member, that we had requested on the submission form, was apparently changed to $15 when it was passed on to her.  I am concerned that she is wondering what she did wrong, to deserve such an insulting amount, as well as the fact that she did not get the money.

I have tried calling and emailing, with no success.

Any tips on getting through to someone who can resolve this for us?

 

I have not heard of tipping in this manner. How exactly did you do this? 

[gumshoe958]

Is it just me or is using OBC to tip crew a bit mean? Tipping should be a heartfelt gesture of appreciation shouldn’t it?

 

”Well done, great job, here’s a large tip - but I’m sure not paying for it!”

 

[crazyank]

2 hours ago, gumshoe958 said:

Is it just me or is using OBC to tip crew a bit mean? Tipping should be a heartfelt gesture of appreciation shouldn’t it?

It's just you.  Nothing at all wrong with using OBC to tip.  Much better than just losing the OBC at the end of a cruise

[PWP-001]

I've done this on NCL several times for several staff members.  With NCL, they give a copy of the form that actually has a number on it.  I was able to thank the crew member in person by handing them an envelope with the completed form so they could see what to expect.  

 

For all those who have commented:  "I've never heard of this,"  well now you're in the know.

 

For all those who have commented:  "Why not just pay cash," one answer is:  this can be no different than the decision to pay a restaurant gratuity by credit card at home.  (Notice I stated "restaurant at home" because any additional gratuity added to a beverage check or specialty restaurant check go into the pool and not directly to the person who served you.) 

 

Lastly, OBC is currency:  the cruise line required the passenger to buy something  (usually a cruise) to get the OBC.  (And for those that want to split hairs, "but RCI just gave me the OBC" "shareholder benefit"  "compensation for a complaint"  it's all the same, currency all relating back to your purchase of a cruise.)

 

The crewmember gets the gratuity as part of their pay, never knowing whether you settled your folio with cash, obc or american express.

Edited October 4, 2022 by PWP-001

[Midway7934]

Right On, PWP. Did this with OBC at guest services. I don’t remember getting a copy which would have been proof for any follow through errors. I use a travel agent to settle any problems with Royal. She usually has a rep to call. OBC is your money to use as desired. If done correctly it can provide a pleasant surprise to a crew member.

[Biker19]

2 hours ago, PWP-001 said:

For all those who have commented:  "I've never heard of this,"  well now you're in the know.

Welcome to CC.

[Joseph2017China]

so if the crewmember was insulted for such a "low" tip, does that mean the poster first removed the tips, than gave $15?  Because if tips were left on, than $15 is in addition to the tips already received and why would anyone be insulted for getting more?  I often leave an extra $20 for people.  Is that an insult to do?  Or should I just not leave any because it is a low amount?  

 

The number 1 and the number 7 can easily be confused on paper.  So, it was an easy mistake.  

 

I'm not sure what all the other discussions are about, but the poster needs to call RCCL and find out what they can do, to fix it.  They can't do it here. 

[Grizflob]

I'm not sure how long your cruise was but is it possible that it invoiced as $15/day? At 5 days that would be the $75 you allocated.

[PWP-001]

8 minutes ago, Joseph2017China said:

...

 

I'm not sure what all the other discussions are about, but the poster needs to call RCCL and find out what they can do, to fix it.  They can't do it here. 

 

2 minutes ago, Grizflob said:

I'm not sure how long your cruise was ...

 

Here's what we know for sure:

 

• The OP's original intent was a $75 gratuity that was mistaken for a $15 gratuity.
• The OP's feels it would be insulting to give a $15 tip rather than $75 to the "special crew member."
• The OP wants to resolve this so the crew member gets the $75 as intended.
• The OP was seeking help on how best to communicate with RCI to get the intended $75 to crew member.

 

• Others through this thread have learned that you really can charge a specific gratuity to your folio.
• A few have confirmed this is a viable option for tipping citing their own experience in doing so.
• One apparent "mind reader" even shared with us what the crew member was thinking, lopping on a guarantee to their claim.  

 

Personally, at least I am sure that the OP did NOT intend this to be yet another discussion of auto-gratuities vs. individual gratuities.

[PhillyFan33579]

48 minutes ago, PWP-001 said:

 

• One apparent "mind reader" even shared with us what the crew member was thinking, lopping on a guarantee to their claim.  

I am friends with dozens of crew members on several different cruise lines. I keep in contact with most of them thru another website I won’t mention because I have been suspended in the past for doing that. Every single one of them without exception has said they prefer cash for tips. They are all grateful for any tips they receive, but cash is without question their preference for several reasons that I won’t get into here. 

[Biker19]

55 minutes ago, PWP-001 said:

Personally, at least I am sure that the OP did NOT intend this to be yet another discussion of auto-gratuities vs. individual gratuities.

It doesn't matter what any poster wants - virtually all tipping related threads go down that rabbit hole eventually.

[PWP-001]

2 minutes ago, PhillyFan33579 said:

I am friends with dozens of crew members on several different cruise lines. I keep in contact with most of them thru another website I won’t mention because I have been suspended in the past for doing that. Every single one of them without exception has said they prefer cash for tips. They are all grateful for any tips they receive, but cash is without question their preference for several reasons that I won’t get into here. 

I can tell you from my own conversations with crew members, the cash preference is specific to "cash tip vs. signing an additional gratuity to a check.  In this particular circumstance, cash goes in their pocket whereas the additional gratuity added goes into the gratuity pool.  

 

The practice that the OP describes and what I have used myself, goes right to the crew member in full.

[shipgeeks]

1 hour ago, Grizflob said:

I'm not sure how long your cruise was but is it possible that it invoiced as $15/day? At 5 days that would be the $75 you allocated.

Tips were prepaid.

The form I submitted was for an additional $75, which would use OBC that was on my account, and then my credit card for the balance.

[Sandy Shores997]

1 hour ago, Biker19 said:

It doesn't matter what any poster wants - virtually all tipping related threads go down that rabbit hole eventually.

Welcome to CC

[shipgeeks]

1 hour ago, PWP-001 said:

I can tell you from my own conversations with crew members, the cash preference is specific to "cash tip vs. signing an additional gratuity to a check.  In this particular circumstance, cash goes in their pocket whereas the additional gratuity added goes into the gratuity pool.  

 

The practice that the OP describes and what I have used myself, goes right to the crew member in full.

Yes. We used our account to add an extra tip for her on a previous cruise.  We mentioned it to her; she pulled out her phone and confirmed that it had been added in full to her personal account.