MSC Splendida - Booking via UK Tour Agent - Room change request - taking too long - Advice needed

[nuvolablue]

Hi All,

 

I wonder if you can advise me on this. I'm a first time cruiser - so sure I've probably made some school boy errors !

 

I booked my MSC 7nt Red Sea Cruise last Tuesday through a well known UK Cruise Tour Agent (TA). At the time of booking I was told by the TA sales rep that the rooms I requested were available so I went ahead and paid in full. We are a family of 5 (Mum, Dad and 3 children) so wanted to pick rooms that were next door to each other (we specifically went for Fantastica to allow us to choose cabins).

 

On checking the confirmation I noticed that the rooms allocated were not the ones we requested. The TA did not check with us before booking the rooms.

It transpired the rooms had to be changed because I had picked 2 Pullman rooms, and it should have been a twin and one pullman (to accommodate the 5 ppl).

I wasn't aware of this, being a first time cruiser, but the TA's sales rep should have known this - so am really annoyed.

I wouldn't have minded if the rooms were together, but they are not - they back onto each other, so you have to walk all the way around the corridors to get to them.

 

Since then I have had to be on the phone to the TA (Customer Services) every day to get try to this changed to something more appropriate. I've even told them which rooms are available (I've confirmed with MSC that they are).  Each time I'm on the phone for about 15 minutes, and I keep getting the same information - that the request has been raised with MSC and I will hear back once it has been processed.

 

I keep asking for this to be escalated - but they tell me there is nothing they can do.

 

Any advice greatly appreciated....I'm worried the cabins I want will soon be booked by someone else !

Edited November 17, 2022 by nuvolablue

[nuvolablue]

Sorted this morning. 🙂