Upsell taken away!!!

[Iamthesea]

I have decided to post this after reading the NEWS FLASH thread about HAL reserving, or taking away, staterooms which hold 3-4 passengers.  I don't know if our situation has anything to do with what I have been reading on that thread, but thought I would post and tell you what happened to DH and me. If anything, it's an interesting situation!

 

On April Friday, the 12th, my husband and I decided to take an upsell for what we considered a decent $ amount from a Verandah Spa stateroom to a Signature Suite, midship.  I actually posted about it on a couple of threads here on the HAL forum.  I was very excited!!!  The stateroom was picked out by the rep (1 of 3 available).  We were assigned the stateroom number, paid over the phone, and the payment went through on our credit card that afternoon. 

 

Fast forward - On Monday afternoon, April 15th, we received a call from the Upsell department.  It was the same rep that we had made arrangements with on the Friday before.  She said that she had made a mistake and sold us a stateroom that was not available. The rep was calling to ask us if we would take one of the two Signature Suites on the very bow of the ship, Deck 5.  We refused that location.  Those SS are smaller than the normal SS staterooms and not worth the upgrade amount we had paid.  Not to mention an undesirable veranda.  She understood and apologized for not being able to give us the midship location.  I kind-of felt sorry for her, but we were very disappointed!   We just find it very odd that a stateroom would be showing available when it was already booked.  Now after reading the NEWS FLASH thread, I can't help thinking that someone with 3 persons booked in their original stateroom, got an Upsell letter for an SS.  And the Upsell department gave them our stateroom because it sleeps 3, while the other two bow SS do not have the Murphy bed.  I know that's a long shot of what happened, but still. 🤨

This is where we stood over a week ago:  The Upsell department rep said HAL would hold our money, and we would be put on a Priority upgrade list for any other SS that became available before our sailing.  She said she would update us in a few days (she did no!)  In the meantime, we were put back in our original VQ stateroom. 

 

So after a week and two days, and not hearing anything from anyone at HAL, I decided to make a call to the Upsell department today.   Still no Signature Suites or Neptune's available.  The guy that I talked to today said that there are notes on our booking that we are to get first pick of any cancellations (makes me sad to think someone has to cancel for us to be made whole.)  

 

One other note:  Before being assigned the SS, we had asked about an upsell to a Vista Suite.  The asking price was too much in our opinion.  There were multiples of Vista's left.  So after what happened, and knowing that we may not get another chance at a SS, we thought that we could always try and negotiate getting a Vista for less than the original upsell amount.  I have been checking availability and doing research on the best locations and had 3 choices (out of at least 25) picked out.  That number remained the same through Monday morning, and then suddenly, they were all sold out.  I am thinking they were assigned to GTY passengers.  The rep that I talked to today confirmed that the Vista's were all sold out when I asked about maybe moving to one.  Surprisingly, there remains a good amount of those extended veranda staterooms on Deck 4 - plus many more Inside - Veranda staterooms - available. 

 

Well, there's my sad story.  Sorry it is so long!  Has this happened to anyone before?

 

 

 

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[KAKcruiser]

I might be tempted to take one of the Signature Suites in the Bow on deck 5.  In a way, they have a more open floor plan than the midship Signature Suites which are sort of chopped up.  I wonder if you could negotiate a partial refund or some shipboard credit.

[Mary229]

I am sorry that happened but it does sound like an honest mistake.   I hope you enjoy the cruise 

[Iamthesea]

1 hour ago, KAKcruiser said:

I might be tempted to take one of the Signature Suites in the Bow on deck 5.  In a way, they have a more open floor plan than the midship Signature Suites which are sort of chopped up.  I wonder if you could negotiate a partial refund or some shipboard credit.

 

Those are sold out, as well, but the forward SS does not give us the space that we had in a prior Pinnacle Class ship.  If it did, I could have probably talked DH into it. He is prone to seasickness and nervous about that location. 

 

We like the separation in the midship SS locations. That wasn't the case before we had one last year.   We were a little hesitant about that because we previously had a SS on the N. Amsterdam that was as big as some of the Neptune Suites.  A larger bathroom, also!  But after having stayed in one on the N. Statendam, we learned to love it.  I had my space when getting ready in the evenings, and DH had his while watching T.V.  More storage in the midships than on the bow.  If we were offered the Neptune SQ on the bow, that would be something to consider if I could twist DH's arm. 😀

21 minutes ago, Mary229 said:

I am sorry that happened but it does sound like an honest mistake.   I hope you enjoy the cruise 

 

I hope it was an honest mistake.  The original rep seemed nervous.  We will have a great time, either way.  Thank you!

[POA1]

Did you receive a booking confirmation with the attached PDF after you paid?

[Iamthesea]

No, the Upsell rep said that a new invoice/confirmation would be sent out within a couple of days.  She may have said it would first be sent to my travel agent, who would then forward to me.  However, on a lark that afternoon, I did go on HAL's website to take a look at my booking.  The new stateroom was listed on my confirmation! Paid in full, and I was checked-in.  And remember, my credit card charge had already gone through and on our Visa account.  I should have taken a screen shot, but did not have any reason to do so. 🤔  Besides. what would it matter in this circumstance, anyway!

[POA1]

I did not realize that it was a TA booking. If the booking confirmation had come to you, that would have been better.

[Iamthesea]

My TA had nothing to do with the upsell. Last year, we received the offer and I went directly through HAL, just as with this upsell.  My TA never knew we had made a stateroom change.  I just took a look at my confirmations from last year (yes, I save everything) and I never received an updated confirmation showing the change.  It was done about 10 days out.  

 

Again, it doesn't matter if I have one or not.  Although I do have proof that HAL has charged our card, they cannot magically find me that SS.

[julia]

1 hour ago, Iamthesea said:

 

 

Again, it doesn't matter if I have one or not.  Although I do have proof that HAL has charged our card, they cannot magically find me that SS.

@Iamthesea.... they need to "magically" offer you a damn Vista suite at NO additional cost to you, period!  They have some available, and HAL frankly needs to compensate for this error. 😲

[Haljo1935]

Unfortunate, but I do hope you enjoy your cruise.

 

To your original question, this situation has not happened to me; however, on my very first cruise w/HAL we were moved out of our carefully selected aft verandah w/o notice. We were moved mid-ship (ugh - we are aft wake view people); I noticed when I logged in to complete some pre-cruise task (it's been so long I don't remember exactly what I was doing) and immediately called. I was told there had been an error and while they were not able to put us back in our original cabin, they could move us to an aft corner wrap NS and allow us to add an additional passenger at no charge, if that would be ok. "Yes, I suppose we'll accept that since there's no other option" is probably what I said in my most disappointed voice. DH and I did ask each other if they were able to bump us out why they couldn't bump the other people, but in the end it was a much better deal for us.

 

Again, sorry this happened and I hope you have a great cruise. And were I you, I'd continue to call daily inquiring about a different cabin since they managed to charge you.

Edited April 25 by Haljo1935
Added text

[Iamthesea]

8 hours ago, julia said:

@Iamthesea.... they need to "magically" offer you a damn Vista suite at NO additional cost to you, period!  They have some available, and HAL frankly needs to compensate for this error. 😲

 

Thank you for those words. Made me 😃.  I was assured that they were all sold out, as that was what the rep saw on his computer.  We do not feel the need to be compensated.  We would like the SS, however.   As with Haljo1935 experience, I am thankful that HAL at least called about the mistake instead of taking it upon themselves to move us to the bow.  That would have really upset us!!!

 

I do wish that I had acted sooner in asking for a reduction on the Vista Suite.  😯  I kept thinking that the Upsell rep would call me back and I let that go too long.  My fault there!

 

Haljo1935 - Thank you!  I remember reading your story, and also read a very recent account about a similar situation when a couple was moved out of their long booked stateroom and only discovered the change when checking in online. It was a special stateroom, as well.   I cannot remember which cruise line this person was sailing with. 

 

I do check availability on my end, daily (more than once 😁) by computer.  Yesterday, when I told the rep that I would check back in with them, he made it clear that the Upsell department would get back with me.  In other words, don't call them!  My husband heard the conversation, as well.

[SeaMatesNYC]

47 minutes ago, Iamthesea said:

In other words, don't call them!  My husband heard the conversation, as well.

My two cents, call all you want!  They messed up and if you need to reach out multiple times a day, that is your prerogative. What will they do about you calling?  Be even more incompetent?

Edited April 25 by SeaMatesNYC
Correct verb tense

[Iamthesea]

They might hold it against us!!! 😀

[KAKcruiser]

Well, maybe don't call every day.  But, I would call at least every other day!

[Mary229]

2 hours ago, Iamthesea said:

They might hold it against us!!! 😀

I had a situation close to you. I was on a casino rate and they kept offering me upgrades - daily. I would call and they would say never mind, you don’t qualify.  This went on for two full weeks everyday.  When I got onboard I asked again.  The next morning they offered me the choice between 3 much better rooms at no cost.  Just saying 

Edited April 25 by Mary229

[Boatdrill]

If it was originally a travel agent booking, why isn't the TA calling HAL on your behalf ?

(just curious)   

[DaveOKC]

Be hopeful - people do cancel at the last minute so you might still get the SS or even a Neptune.  Early Dec we got an upsell offer the evening before the cruise (we were in our port area hotel at the time), so this does happen.  With the Cancel for Any Reason people often wait until the last minute to cancel.

 

In our case we moved from a nicely located SS to a SA, which then opened up the SS for someone else.

[Iamthesea]

51 minutes ago, Mary229 said:

I had a situation close to you. I was on a casino rate and they kept offering me upgrades - daily. I would call and they would say never mind, you don’t qualify.  This went on for two full weeks everyday.  When I got onboard I asked again.  The next morning they offered me the choice between 3 much better rooms at no cost.  Just saying 

 

Lucky you!  I honestly do not think that after putting all of our belongings away in one stateroom that I could muster up the gumption to move again the next day.  But with 13 more nights ahead, I might be willing. 😁

 

24 minutes ago, Boatdrill said:

If it was originally a travel agent booking, why isn't the TA calling HAL on your behalf ?

(just curious)   

 

As I mentioned earlier, my TA is not aware that this is happening.  I did not go through her.  I went through the Upsell department directly. 😉   I doubt she could do anything.  If there are no staterooms... 🤷‍♀️

 

23 minutes ago, DaveOKC said:

Be hopeful - people do cancel at the last minute so you might still get the SS or even a Neptune.  Early Dec we got an upsell offer the evening before the cruise (we were in our port area hotel at the time), so this does happen.  With the Cancel for Any Reason people often wait until the last minute to cancel.

 

In our case we moved from a nicely located SS to a SA, which then opened up the SS for someone else.

 

This happened to us last year.  After getting off of an overnight flight to Amsterdam, I had a message from HAL saying that they had an upgrade from our SS to a Neptune.  I knew that it would not still be available after a days delay, but looked up the stateroom number just in case.  It was a HC accessible stateroom.  We declined.  My fear is that this could happen again.  So if we have not had any success before leaving on the 7th, I do plan to call and let them know we will be traveling.  It would be much easier to get a call while I still have access to my cell, and the deck plan handy on my computer!    Knowing my DH, he will want to nip the whole thing and get our money refunded before we leave.

[Toofarfromthesea]

20 hours ago, Mary229 said:

I am sorry that happened but it does sound like an honest mistake.   I hope you enjoy the cruise 

 

I agree, but the one thing that puzzles me is why HAL is holding onto the upsell money instead of just refunding it

[Mary229]

3 minutes ago, Toofarfromthesea said:

 

I agree, but the one thing that puzzles me is why HAL is holding onto the upsell money instead of just refunding it

They are slow to process all refunds. There is another thread about onboard spending account errors and that is likely also just slow paying 

[Mary229]

13 minutes ago, Iamthesea said:

Lucky you!  I honestly do not think that after putting all of our belongings away in one stateroom that I could muster up the gumption to move again the next day.  But with 13 more nights ahead, I might be willing.

They do it all!  Everything.  We went to lunch and moved into our new cabin with everything in place.  Of course we had emptied out our safe. 

[Toofarfromthesea]

7 minutes ago, Mary229 said:

They are slow to process all refunds. There is another thread about onboard spending account errors and that is likely also just slow paying 

 

Oh, OK, I guess that makes sense, thanks.

[Iamthesea]

2 hours ago, Toofarfromthesea said:

 

I agree, but the one thing that puzzles me is why HAL is holding onto the upsell money instead of just refunding it

 

We had two choices.  Full refund, and then recharge the card if and when another stateroom became available,  or have them keep the money for when/if one became available.  We thought it easier than going back and forth on CC transactions.  Also thought if they had our money, they would be more motivated to hunt for another stateroom.

 

1 hour ago, Mary229 said:

They do it all!  Everything.  We went to lunch and moved into our new cabin with everything in place.  Of course we had emptied out our safe. 

 

We had to be moved from one stateroom to another on two 10 day B2B cruises, but the staterooms were identical. The room steward hung the closet things on a rack and rolled them over to the other side of the ship.  We had to pack up all of the rest.  Of course, it was not neatly.  I took everything out of the drawers still folded and stacked in order of where they were in stateroom #1 drawers.  Moving the bathroom thing were the worse part.  Did not take too long, though. 

I would want to have a say where my things go in the new stateroom since it would be a different layout.

Edited April 25 by Iamthesea

[Mary229]

8 minutes ago, Iamthesea said:

 

We had two choices.  Full refund, and then recharge the card if and when another stateroom became available,  or have them keep the money for when/if one became available.  We thought it easier than going back and forth on CC transactions.  Also thought if they had our money, they would be more motivated to hunt for another stateroom.

 

 

We had to be moved from one stateroom to another on two 10 day B2B cruises, but the staterooms were identical. The room steward hung the closet things on a rack and rolled them over to the other side of the ship.  We had to pack up all of the rest.  Of course, it was not neatly.  I took everything out of the drawers still folded and stacked in order of where they were in stateroom #1 drawers.  Moving the bathroom thing were the worse part.  Did not take too long, though. 

I would want to have a say where my things go in the new stateroom since it would be a different layout.

I keep telling everyone, forget those short cruises.  I want to go for at least 30 or I don’t want to go😂

[WriterOnDeck]

10 hours ago, Boatdrill said:

If it was originally a travel agent booking, why isn't the TA calling HAL on your behalf ?

(just curious)   

I would be looking for a new travel agent! My travel agent handles all of this for me, and frequently gets me great upsells. She knows just what kind of cabin I want, and she knows how to negotiate with the HAL folks (she once was one, both working on a ship and in Seattle). I don't have time to spend on the phone waiting for HAL (mainly because I am already on a ship, it seems!).

 

Good luck, and I'm sure you'll have a great cruise regardless.