Princess comp'd come back offer expert advice sought please

[jonnyenglish1]

Hello everyone

 

If anyone could help me with my query, I would be most grateful. On my last Princess cruise I got the final night offer from the casino under my door to come back and play - free 12 day cruise with plus package and $150 freeplay

 

Excellent I thought and after multiple calls and  unresponded emails, I think I have finally been able to take advantage of it after insisting someone does something now. I say the words 'I think' because the never could find my offer loaded onto the system and after this going on for month and a booking held and still unable to be completed . However last time they did and paid the taxes and the deposit.

 

However I am from England and have just realised that I paid £200 per person deposit and not the $200 per person. So I must ask about that. But a relatively small issue.

 

2 things concern me. Firstly it's 72 days to the cruise and there remains the balance to be paid. This is marked up in red as overdue, pay now. From research here, I understand that is not unusual, as the casino normally pays late. Is that correct? What worries me a little more is the deposit is supposed to be made available to me as OBC. This is not shown on my travel summary or booking information anywhere. But the $150 of free play is. Again is this normal or is it linked to the final payment? When the casino pays the balance it will show?

 

Many thanks in advance for any assistance and answers. My impression maybe wrongly is being from the UK makes some of this difficult and the casino land based team who you have to contact to book these things are challenged when computer says no or supervisors are unempowered.

 

 

[Wandawithdogs]

My $200 deposit does usually show as credit.my freeplay from casino doesnt ( take a copy of your offer on the ship with you). A balance due does usually show, but i dont think i have ever seen it marked as past due. I would call customer service.

[Italy52]

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Edited May 30, 2023 by Italy52

[memoak]

11 minutes ago, Wandawithdogs said:

My $200 deposit does usually show as credit.my freeplay from casino doesnt ( take a copy of your offer on the ship with you). A balance due does usually show, but i dont think i have ever seen it marked as past due. I would call customer service.

Our $200 deposit and free play always show on our travel summary. If they don’t show on yours I would contact the casino group or your CVP. I have had issues in the past with the casino not showing my free play and without the travel summary it can take days to get it. Remember to print the travel summary as you will not have access to the personalizer after you sail 

[roxievegas]

I will get an email saying that the balance due has not been paid.  I ignore it.  The casino department pays it and I have never had a problem.

If you are worried about it, call Princess, but they will inform you that it is the responsibility of the casino department.

The $200 is given back to you as a OBC - can be used for anything.  I would also contact Princess, because it is $200 not in pounds.

[azbirdmom]

For my upcoming cruise that I booked using a comped CBS offer I see this listed on the Onboard Services page in the Cruise Personalizer (Princess Website):

 

 

I see something similar on another comped cruise that wasn't CBS.  If you don't see this tell them about it.  And the fact that you didn't pay it in USD should be raised too.

 

As for the notices, they used to tell you to ignore the messages about the cruise not being paid in full.  However recently there have been some folks again reporting that their cruise has been cancelled due to non payment of the cruise.  This has been happening days before embarkation.  I would ask now that they pay the balance so that you won't have to worry about a last minute cancellation.

[jonnyenglish1]

Thanks for the replies everyone so far, really helpful. Azbirdmom,  That would have been what I expected to see. how far away is your next cruise? It took me a month to get to this stage and they only took the deposit on Thursday. During one of my numerous escalation attempts I did get an email from a real person at the players club, so will send the query to her and give them week prior to 60 minutes on hold and we will escalate and please call us back in 3 days. I must have gone through that cycle 7 times!

[Wandawithdogs]

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Edited May 30, 2023 by Wandawithdogs
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[azbirdmom]

6 hours ago, jonnyenglish1 said:

Thanks for the replies everyone so far, really helpful. Azbirdmom,  That would have been what I expected to see. how far away is your next cruise? It took me a month to get to this stage and they only took the deposit on Thursday. During one of my numerous escalation attempts I did get an email from a real person at the players club, so will send the query to her and give them week prior to 60 minutes on hold and we will escalate and please call us back in 3 days. I must have gone through that cycle 7 times!

 

The cruise that I provided the screen shot for is in June.  Our other one is in December.  Both are paid in full.  I had some issues with the casino reservations area that I had to escalate to senior management and in both cases they sent me a Booking Confirmation showing that the cruises were paid in full.  They also said that going forward that customers would not see a balance due which would solve the whole problem when the casino misses final payment.  Unfortunately that turned out to be the case as they are processing these the old way and as a result causing much angst for passengers (and worse when the casino doesn't pay and everything cancels).  I wish you luck getting it all straightened out!

[jonnyenglish1]

21 hours ago, azbirdmom said:

 

The cruise that I provided the screen shot for is in June.  Our other one is in December.  Both are paid in full.  I had some issues with the casino reservations area that I had to escalate to senior management and in both cases they sent me a Booking Confirmation showing that the cruises were paid in full.  They also said that going forward that customers would not see a balance due which would solve the whole problem when the casino misses final payment.  Unfortunately that turned out to be the case as they are processing these the old way and as a result causing much angst for passengers (and worse when the casino doesn't pay and everything cancels).  I wish you luck getting it all straightened out!

Thank you for the reply. It is so difficult to contact the players club, and when they do pick up the phone i just get we will escalate with no further reply. I need to find your contacts into senior management there!

[azbirdmom]

34 minutes ago, jonnyenglish1 said:

Thank you for the reply. It is so difficult to contact the players club, and when they do pick up the phone i just get we will escalate with no further reply. I need to find your contacts into senior management there!

 

You're welcome.  I used the contacts listed here:  https://www.elliott.org/company-contacts/princess-cruise-lines/ .  I do think that a lot more folks have been complaining to them and it might take a while to hear back.  Hoping that the more they hear about issues with the casino bookings the more likely it becomes that they will implement a fix for these reservations once and for all.  Good luck!

[JGmf]

To the Princess Casino experts:

If you get rated enough to get comp offers on Princess, will you also get them on other corporate siblings? 

 

I'm looking at a Carnival cruise in January and hoping my play on the Emerald Princess in a few weeks at least gets me a decent discount...

[gamja]

11 minutes ago, JGmf said:

To the Princess Casino experts:

If you get rated enough to get comp offers on Princess, will you also get them on other corporate siblings? 

 

I'm looking at a Carnival cruise in January and hoping my play on the Emerald Princess in a few weeks at least gets me a decent discount...

Nope only for Princess

[azbirdmom]

1 hour ago, JGmf said:

To the Princess Casino experts:

If you get rated enough to get comp offers on Princess, will you also get them on other corporate siblings? 

 

I'm looking at a Carnival cruise in January and hoping my play on the Emerald Princess in a few weeks at least gets me a decent discount...

 

If you have status with a land based casino you MAY be able to get a status match with Carnival to receive offers from them.  For example I have heard that it typically works if you are Diamond level or above with Caesar's.  You need to apply and the info is here: https://www.carnival.com/Registration/Promotions/casino-funmatch.aspx

[Wandawithdogs]

I went and signed up on carnival. Starting to get offers from them.