WHAT HAPPENED TO US ON THE REGAL PRINCESS AT CHRISTMAS - HEART BREAKING!

[17tangerine]

So here is what happened on our Christmas Cruise aboard the Princess Regal (Departed Dec 18, 2022 from Ft. Lauderale).  I am still so outraged at how this was handled by Princess Cruises, and want to make sure no one else winds up in this situation.  I know, I know, call it a first world problem - bigger issues plague the world, but this really affected my family so deeply I wanted to share and make sure people are aware so that it doesn’t happen to them.

We received a call in our stateroom from one of the Princess Entertainment people that our son Justin had won a prize and should be at the Piazza at 7pm for the END OF CRUISE drawing. He was so excited, as were we. We assumed it would be something small, at t-shirt, hat, small amount of money, but of course, hearing that the grand prize was $5000 we had some fun thinking about it. We had no idea that this was a paid entry to win. We just thought it was just our son’s lucky day.

 

In the moments leading up to the drawing, our son spoke nonstop about the possibilities. We cautioned him it may not be the grand prize but he should be happy to win anything. It’s like buying a lottery ticket and hoping for the top prize but knowing it may not happen. Still, we all enjoyed speaking about what he would do with the money and had a great time imagining the possibilities.

 

We arrived at the Piazza early because our son was so excited and wanted to be up there on time. He had never won a big prize before so he was incredibly nervous. Then the awarding of prizes began. First a few $25 prices were given out and his name was not announced. Then it progressed to $50 prizes and again his name was not announced. This went on from $100-$250 and still, there was no announcement of our son’s name. I want you to imagine the growing excitement in our minds – now double it! Can you imagine the thrill we all started to feel as the prize drawing grew and grew? He was practically jumping out of his seat and we were all smiles. Then it was announced that the grand prize was ready to be awarded. Could it be true that our son just won $5000? Justin could hardly contain his excitement and I thought he was going to pass out.  

 

The announcer brought out a HUGE specialty check just for this occasion and before he made the announcement, we could all see, as could other passengers, that the name on the check read “Justin Davidson“. I almost screamed - I looked at my son, and said “oh my God JUSTIN, you won!“ He practically flew out of his seat! After the presenter spent time delaying so he could draw out the excitement, He spoke into the microphone and announced the winner…… hand…..he called out another person’s name, not our son, even though his name was clearly printed on the check.  The person called was not even there.  What was going on? Our hearts dropped to the floor. We were specifically asked to be there for this, and his name was written on the check but another name was announced.  And then, just as quickly as it started, it was over.

 

The presenter, who was the one who made the call to us, dashed away as fast as he could. I went over to the remaining group of presenters and employees and spoke to a woman, whom I later discovered was the casino manager. I asked her what the heck was going on. I told her that my son’s name was on the check and that we were called because he had won a prize and yet he was given absolutely nothing other than disappointment. First, she acted as if she did not know what was going on.  Then she told me unsympathetically that she was sorry but there was a mistake. I pointed out his name was on the check and she feigned surprise.  We were all sitting there heartbroken. I was almost in tears and my son was completely dazed and hurt. My husband was incredibly angry, as were we all. When I pushed further to find out how that was even possible, she told me to go ask the presenter why he had made a mistake and gestured that I should to go speak with him. I later found out she knew all along what had happened.

 

The problem was that our son was actually not eligible because he had initially signed up for the drawing but when he realized it cost money, he had the charges reversed and pulled out.   We suddenly understood why he was not eligible to win the prize. We did not realize when we were called that the drawing was based on the monetary entry, but I do want TO BE VERY CLEAR ABOUT THIS: This complaint is NOT about the eligibility. We understand that people make mistakes and that Justin was not eligible. It is NOT about Justin not winning. What this complaint is about was the MANNER in which Princess Cruises dealt with this on Christmas day, to make it one of the most miserable experiences we have had on a cruise to date. I cannot convey to you how the treatment and response by Princess had affected our family for several days after the cruise was over, ruined the rest of our Christmas, and disappointed an entire family.

 

After getting no satisfaction from speaking with the casino manager, we went directly to Guest Services to file an official complaint. The officer taking the complaint was very nice and contacted the person quote “in charge”.  The person who showed up was none other than the very same casino manager, the one who tried to throw the entertainment person under the bus. I knew this would not be a good start, and of course she came to explain WHY Justin did not win. Despite me explaining that it was not the issue. Once again, the issue was why he was not told and why he was allowed to show up and no one took him aside to let him know beforehand. Still, she continued to explain that it was electronically done and that “it wasn’t her fault”. Again, she said she was sorry and that was all she could do and that she didn’t have the power to do anything else. We escalated to the next level.

 

After sitting for several minutes, she returned along with the Brand and Marketing Manager. He explained why Justin didn’t win, which AGAIN, was not the issue; however, we told him that we accept there was a human error and people make mistakes. I don’t know if the casino manager explained our position correctly because his answers to our questions only made the whole situation even more suspicious. He claimed that the winner was chosen 72 hours earlier and electronically. This makes absolutely no sense to us because Justin was called about an hour before the event took place. Additionally, HIS NAME WAS ON THE CHECK. If this had been done 72 hours before then why did all this happen? If we had NEVER received that call, we would have never known and it would not have affected our Christmas so negatively. The bigger point was it did happen and it did hurt my family on Christmas day. Additionally, the casino manager said she verified the winner. I understand that, and I understand that Justin wasn’t the winner, but when asked when she verified the information, she said it was during the time the check was being awarded. Again, this makes no sense. Why would you verify the winner during the awarding of the prize instead of before? Clearly nothing on the backend was handled correctly and the only people who seem to have suffered from this is my family. Again, I tried to explain this and what we got was a nonchalant, “I can give you $100 credit on your account.”. And then, he said, “I can take care of your reservations at dinner” which was completely inappropriate since dinner was in the general dining room and free! Clearly there had not been a lot of “talk” about what had happened. And when we explained that did absolutely did nothing to help us, he quickly added “would you like something from the gift shop?” 

Are you kidding me? We have a family sitting there after being treated like an afterthought, mother crying, father angry and son heart broken, and that’s the answer? 

Remember, this check was shown to a deck load of people who also saw that the check written to another person than who was announced. Do you not think other passengers may find this somewhat questionable?

My husband sent a message later through the ships chat to Mr. Hudson, the Brand and Marketing Manager to thank him for his time, but to let him know that we would have to escalate this matter.  He received no reply, which I also find offensive.

   I do want to highlight that up until that very moment, we were having the time of our lives! It was a wonderful cruise and it was the first time our family had cruised with Princess. We were looking for a cruise line that we could travel with repeatedly. We enjoyed the relaxation by the pools, the wonderful food, the fantastic cabin stewards, sitting and lounging in the entertainment areas listening to live music, and the peace of our cabin.  It was not rowdy or loud, the destinations were fantastic. It made the last evening all the more painful for us.

     This where we find ourselves right now. Heartbroken at our emotional Christmas rollercoaster being dismissed as if our feelings were not important. Shame on you Princess!!! :-(

[memoak]

There is no such thing as a “free” entry unless you are paying for the “premier” package. This is spelled out pretty clearly in the rules. Also how old is this person ?  You need to be 21 to play in the casino and this person looks really young

[voljeep]

6 minutes ago, 17tangerine said:

I can give you $100 credit on your account.”. And then, he said, “I can take care of your reservations at dinner” which was completely inappropriate since dinner was in the general dining room and free! Clearly there had not been a lot of “talk” about what had happened. And when we explained that did absolutely did nothing to help us, he quickly added “would you like something from the gift shop?” 

the dinner reservations was prolly a comped dinner in a specialty restaurant.

[Mini BMG]

Me thinks you protest too much. This is on you, or more specifically, your son.

Princess handled this better than I would have.

Doesn't sound like you or your son take responsibility for your actions. 

Maybe a good New Years Resolution: Man or woman up and deal with life without resorting to "woe is me".

[Lady Arwen]

In the photo, I see your son holding the “check”.  How did he get it?  I thought that it was presented to the winner by the casino.  I’m confused.  Also, in the “pay to the order of” line, it’s left blank.  Your son’s name is at the bottom on the line  “for”.   Did everyone who had a ticket get to hold the check with their name on it, prior to the actual event, for promotional purposes?  Sorry that this happened to your family and negatively impacted your vacation.

 

Edited January 9, 2023 by Lady Arwen

[PacnGoNow]

Justin looks like a teenager.  Can’t gamble.  How did he get a chance to buy this and then back out?

Sorry for him to get his hopes so high.

 

[readsalot]

So very sorry for all your pain!

[PacnGoNow]

44 minutes ago, memoak said:

There is no such thing as a “free” entry unless you are paying for the “premier” package. This is spelled out pretty clearly in the rules. Also how old is this person ?  You need to be 21 to play in the casino and this person looks really young

Terms and conditions for the princess prizes says at least 18 years of age.

 

https://www.princess.com/cruise-deals-promotions/plus-premier-cruise-packages/princess-prizes-terms-and-conditions/

 

[christraveller]

So a passenger who wasn’t eligible didn’t win?  
 

The staff did due diligence. 

 

 

[Skai]

That really sucks -- To be led to believe that one has won a Grand Prize, only to find out afterwards that they're ineligible.  The ship's entertainment/casino staff apparently dropped the ball on that one.

 

However, I'm not really sure what sort of compensation that you're expecting.  An apology; an offer of a $100 OBC, and/or some comped specialty dining seems fairly reasonable.

[Guest ldtr]

Pretty clear that he was not eligeable to win. Considering that he had canceled his entry should have realized that he was not eligeable  One would think that when you got notified that he had won, you might have called them to verify how he could have won a prize where he had canceled his entry fee.

 

Or were you willing to take advantage of the ship making a mistake and his winning a price in a contest he withdrew from.

 

Sounds like upset with Princess for not catching their mistake early, but would have been happy to accept the prize if they had failed to catch the mistake at all.

 

Modern ethics.

[MissP22]

Sounds like someone screwed up by placing a name on the check to begin with, not knowing who would be the winner. 

At least you received the $100 OBC to cover a dinner. 

[capriccio]

"Heart-breaking" is the height of hyberbole.

 

I imagined all kinds of horrible, devastating things that could have happened to your son when I read the thread title.  I'm glad none of them occurred.

[whitecap]

So, It would appear that when you received the call, or certainly shortly after receiving the call and talking to Justin, you would have known that he cancelled his entry, wouldn't it have been your responsibility to inform the caller that Justin had terminated his participation?  Had you done so, wouldn't that have prevented this event?  Justin appears to be old enough to have deduced that a mistake had been made.

I think Princess provided your family a very generous compensation.  

[gah_cruise]

"...he had initially signed up for the drawing but when he realized it cost money, he had the charges reversed and pulled out...."

Surely ypu knew he had pulled out of the drawing prior to the telephone call?

Edited January 9, 2023 by gah_cruise

[DCThunder]

What I don't quite understand is what the OP wants Princess to do.  She acknowledges that she understands her son isn't eligible to win and that a mistake was made to ask them to be in the Piazza for the prize ceremony.  But what remedy does she expect from the "higher ups" that her husband is going to refer the matter to?

 

If $100 in OBC (or comped dinner) isn't enough, would $500 in cash soothe that "heartbreak" that everyone had?  Or would it take a grand?  

[Buckeye10640]

I am of a different opinion than the others responding. I agree the whole sitution was handled VERY poorly by Princess.  You dont mention the age of your son, but if under 18 the system 'should'  not let him play. And Princess should be doing  verification  ahead of time for a prize like this. I know you understand he should not win the 5k because he cancelled his entry, but certainly Princess should have taken responsibility and offered a sincere apology. After all, they CALLED him, said he won a prize, and suggested he be present.  In short, they, or their computer system,  messed up, and they should admit it. 

Edited January 9, 2023 by Buckeye10640

[ontheweb]

28 minutes ago, capriccio said:

"Heart-breaking" is the height of hyberbole.

 

I imagined all kinds of horrible, devastating things that could have happened to your son when I read the thread title.  I'm glad none of them occurred.

She did not write that it was heart breaking. What she wrote was that it was HEART BREAKING! It is even more of a hyperbole than you have made it out to be.

[mnocket]

It's amazing how many posters here completely misunderstand what the OPs complaint is.  My sympathy to @17tangerine for first being misunderstood by Princess and now by so many CC members.

 

it had NOTHING to do with not being eligible.  It has everything to do with how Princess' mishandling of the situation - their mistake - devastated their son and how Princess failed to acknowledge this.

 

I don't think OPs expectation was/is that their son should have been awarded the money.  I think all OP was looking for from Princess was empathy, a sincere apology, and a gesture to try to cheer up their son - perhaps a trip to the bridge to meet the captain?  

[voljeep]

a couple/3 of questions ... how old is the son? ... was the son in a different cabin? ... what kind of package did the son have?

[gah_cruise]

12 minutes ago, mnocket said:

I don't think OPs expectation was/is that their son should have been awarded the money.  I think all OP was looking for from Princess was empathy, a sincere apology, and a gesture to try to cheer up their son - perhaps a trip to the bridge to meet the captain?  

They were offered "$100 credit on your account"

If that isnt enough,,,,what are they looking for....free cruise?

 

[ceilidh1]

4 minutes ago, voljeep said:

a couple/3 of questions ... how old is the son? ... was the son in a different cabin? ... what kind of package did the son have?

And, if under 18, how/why did the system allow him to sign up in the first place? This would be a concern for me since I travel with teens!

[Roberto256]

2 hours ago, 17tangerine said:

 

Did you expect to negotiate a check signed by "Stanley the Bear"?

 

"His name is on the check"...

Yeah, but not in the "pay to the order of" line...

 

As soon as I read your son entered, but then cancelled his entry, I was done.

 

 

Edited January 9, 2023 by Roberto256

[Itchy&Scratchy]

26 minutes ago, mnocket said:

their mistake devastated their son

who knew he didn't actually win anything because he "didn't buy the lottery ticket", correct?

 

[mnocket]

1 hour ago, Skai said:

That really sucks -- To be led to believe that one has won a Grand Prize, only to find out afterwards that they're ineligible.  The ship's entertainment/casino staff apparently dropped the ball on that one.

 

However, I'm not really sure what sort of compensation that you're expecting.  An apology; an offer of a $100 OBC, and/or some comped specialty dining seems fairly reasonable.

 

1 hour ago, MissP22 said:

Sounds like someone screwed up by placing a name on the check to begin with, not knowing who would be the winner. 

At least you received the $100 OBC to cover a dinner. 

 

46 minutes ago, DCThunder said:

What I don't quite understand is what the OP wants Princess to do.  She acknowledges that she understands her son isn't eligible to win and that a mistake was made to ask them to be in the Piazza for the prize ceremony.  But what remedy does she expect from the "higher ups" that her husband is going to refer the matter to?

 

If $100 in OBC (or comped dinner) isn't enough, would $500 in cash soothe that "heartbreak" that everyone had?  Or would it take a grand?  

 

13 minutes ago, gah_cruise said:

They were offered "$100 credit on your account"

If that isnt enough,,,,what are they looking for....free cruise?

 

A heartbroken child isn't going to feel better because someone gave them a token monetary "reward".  The issue here is the child's crushing disappointment.  Princess offering $100 is the easiest and most tone-deaf response they could offer.  It shows that they really don't understand the problem they caused and/or how to deal with a child's emotions.  I gave a suggestion of perhaps a trip to the bridge to meet the captain?  Instead of money, perhaps a gift that makes the child feel special?  Maybe the presentation of a "Good Sport" award?

 

If your child came home emotionally devastated from an incident at school, would you respond by giving him/her $100 and sayin "now go away and be happy"?

Edited January 9, 2023 by mnocket