What a nightmare!!! Un-trained CSMs!

[Amlee]

From my other thread, We had/have stateroom 6690. Now I explained that I wanted a veranda room that slept 3 people with lower beds, as none of us are able to climb into the upper beds.

 

I was told that 6690 was the last veranda room open, but that it would sleep 3 on the floor and 1 in a pullman. So I booked it. I got to looking and thinking last night something doesn't look right. So I made my thread asking if anyone knew for sure as the CSM had told me the above. I got replies that it was 2 on the floor and pullman. To call RCI.

 

So this morning I called RCI to ask and was told yes this is true. So I then repeated my request and asked if any verandas had opened up that would meet my needs. I was told yes, but it would be $400 dollars to upgrade. I said do it. She said that she would email me the information and we would be in cabin 7200. I said great and got off the phone with her. I then went to look at the room and it's an ocrean view room NOT a veranda. :mad: So I call back and I'm not a happy sailor!!

 

The orignial CSM's did not make any notes as to my request or our conversation. So I'm told they have no way to know if we had that conversation. Which isn't my fault, as it makes no sense for me NOT to make this request due to mine and my mothers back problems and the age of my grandmother. Neither my mother or myself are able to climb or help my grandmother in the the bunk.

 

I'm now on the phone with my 2nd supervisor because as a TA, I want to know how this would be handled if I have a client in front of me. As a TA, I have to depend on these CSM's to listen to my clients needs and say yes, I have what you are looking for, No I don't have what you are looking for, or I can meet these needs, but I'm sorry I can't meet these needs. As my 1st supervisor just said, I'm sorry. Nothing I can do. Which to me isn't something I'm willing to go back to a client and say.

 

If we have been honest with and told that the veranda request can be made, but your cabin will be this way, at least we would have known what to expect. But that didn't happen.

 

I also want a supervisor to know what is going on and to let them know their CSM's need to be better trained in the fact of taking the notes of the clients and being honest with the TA and client.

 

I am getting such a run around!!! How is it my fault that the CSM didn't make the notes in my booking? I was told that I should have made my request plan. :confused: The 2nd supervisor said that I should have looked at the notes attached to my fax and called if they didn't meet my request. HELLO! WHAT DOES SHE THINK I'M DOING!? I'm doing what she is telling me to do, but I getting the "how do we know that is what you requested? There isn't any notes on the booking." :mad:

 

If this had happened to a client, said client would be upset with me!

 

I asked how am I suppose to make sure that the CSM is making the correct notes? As it seems once you are off the phone with them your screwed!! As it turns into a "Well we have no proof that it happened" type things. When I brought this to her attention, she didn't seem to understand what I was saying and was told repeatedly to call back if I see a mistake. :confused:

 

 

AHHHHHHHHHHHHH!!

[Happy ks]

According to Cruisestateroom.com, 7200 Is a Family Ocean View, at least 80-144 square feet larger than your original cabin and will sleep up to 6 people. The floor plan shows a separate bedroom, but the site also notates that these cabins vary from cabin to cabin.

 

Perhaps someone here has stayed in this cabin before and can tell you more of what it is like. I know I'd love the larger size.

 

I know it may not help you at all, but it has been stated numerous times here on CC that Customer Service (and not just RCI, most cruise lines!) doesn't really know what they are doing.

[Merion_Mom]

What does the M stand for?????

 

Amlee, I am not defending Royal Caribbean's customer service representatives, but as a Travel Agent, how could you not have the resources in front of you when you are booking???

 

I am NOT a travel agent, but when I call RC, I have the ship's deck plans in front of me so that I can see exactly which cabin I am booking.

 

If you had done that, you would have immediately seen that 6690 has a pullman bed as its 3rd passenger accommodation.

 

Indeed 7200 is a Family OceanView, which they are only letting you book with 3 people (instead of the usual REQUIRED 5) because it is the last-minute and they obviously haven't sold it yet.

 

If you were a first time cruiser, or an inexperienced traveller, I would have a lot more sympathy for you.

 

But as a professional in the industry, I think that you bear quite a bit of the responsibility here.

 

JMO - feel free to continue to be angry.

[aqhacruiser]

From my other thread, We had/have stateroom 6690. Now I explained that I wanted a veranda room that slept 3 people with lower beds, as none of us are able to climb into the upper beds.

 

I was told that 6690 was the last veranda room open, but that it would sleep 3 on the floor and 1 in a pullman. So I booked it. I got to looking and thinking last night something doesn't look right. So I made my thread asking if anyone knew for sure as the CSM had told me the above. I got replies that it was 2 on the floor and pullman. To call RCI.

 

So this morning I called RCI to ask and was told yes this is true. So I then repeated my request and asked if any verandas had opened up that would meet my needs. I was told yes, but it would be $400 dollars to upgrade. I said do it. She said that she would email me the information and we would be in cabin 7200. I said great and got off the phone with her. I then went to look at the room and it's an ocrean view room NOT a veranda. :mad: So I call back and I'm not a happy sailor!!

 

The orignial CSM's did not make any notes as to my request or our conversation. So I'm told they have no way to know if we had that conversation. Which isn't my fault, as it makes no sense for me NOT to make this request due to mine and my mothers back problems and the age of my grandmother. Neither my mother or myself are able to climb or help my grandmother in the the bunk.

 

I'm now on the phone with my 2nd supervisor because as a TA, I want to know how this would be handled if I have a client in front of me. As a TA, I have to depend on these CSM's to listen to my clients needs and say yes, I have what you are looking for, No I don't have what you are looking for, or I can meet these needs, but I'm sorry I can't meet these needs. As my 1st supervisor just said, I'm sorry. Nothing I can do. Which to me isn't something I'm willing to go back to a client and say.

 

If we have been honest with and told that the veranda request can be made, but your cabin will be this way, at least we would have known what to expect. But that didn't happen.

 

I also want a supervisor to know what is going on and to let them know their CSM's need to be better trained in the fact of taking the notes of the clients and being honest with the TA and client.

 

I am getting such a run around!!! How is it my fault that the CSM didn't make the notes in my booking? I was told that I should have made my request plan. :confused: The 2nd supervisor said that I should have looked at the notes attached to my fax and called if they didn't meet my request. HELLO! WHAT DOES SHE THINK I'M DOING!? I'm doing what she is telling me to do, but I getting the "how do we know that is what you requested? There isn't any notes on the booking." :mad:

 

If this had happened to a client, said client would be upset with me!

 

I asked how am I suppose to make sure that the CSM is making the correct notes? As it seems once you are off the phone with them your screwed!! As it turns into a "Well we have no proof that it happened" type things. When I brought this to her attention, she didn't seem to understand what I was saying and was told repeatedly to call back if I see a mistake. :confused:

 

 

AHHHHHHHHHHHHH!!

 

Good! a travel agent with a customer service issue! I am really sorry you are getting such a run around and it's happening to alot of other people also. As you are a TA maybe you can get answer or a few different answers ( as that is RCCL's style) about a question many people have. Look at your RCCL 2007-2008 brochures under pick a stateroom any stateroom. Look under suites available and note the JS is listed as receiving concierge. Now turn to the further info page and read what is says under " can I get concierge service?" This is in the 2007-2008 Caribbean, Mexico, Europe, Alaska, etc. Now I was onboard the Explorer last week in a JS and I questioned the statement in the brochure about the JS getting concierge service. Guest relations staff were very nice and didn't seem to know the answer but agreed yes, that is what was written in the brochure and a senior staff member insisted I take a concierge card. But I didn't get a real answer which was the point of me asking them about it. I also emailed RCCL and asked about it and received an email from customer service asking me to CALL customer service. This has been a growing issue with people booked into JS's. Now can you just imagine if you booked someone into a JS based on info in the brochures RCCL sends you to sell their cruises, your clients get on board to go to concierge and are told no they can't have it because they do not have a copy of the new brochure with them so they could show them what is says because they did not know what it said until I showed them the brochure on the Explorer. That was not my experience on the Explorer as they insisted I take the concierge card but apparently JS people had been turned away on another ship. I would think any TA's client would be very unhappy with the TA if this happened to them. If you can, Please ask them about this situation as I know my TA is concerned about it also and hasn't heard anything about anything being incorrect in all the new 2007-2008 brochures. RCCL customer service is famous for giving different answers to people who call and they are very good about dancing around issues by simply not answering questions directly.

[jcanino]

Amlee, I am not defending Royal Caribbean's customer service representatives, but as a Travel Agent, how could you not have the resources in front of you when you are booking???

 

I am NOT a travel agent, but when I call RC, I have the ship's deck plans in front of me so that I can see exactly which cabin I am booking.

 

If you had done that, you would have immediately seen that 6690 has a pullman bed as its 3rd passenger accommodation.

 

Indeed 7200 is a Family OceanView, which they are only letting you book with 3 people (instead of the usual REQUIRED 5) because it is the last-minute and they obviously haven't sold it yet.

 

If you were a first time cruiser, or an inexperienced traveller, I would have a lot more sympathy for you.

 

But as a professional in the industry, I think that you bear quite a bit of the responsibility here.

 

JMO - feel free to continue to be angry.

 

Merion Mom, I totally agree with you! Your comments are exactly what I was going to write. People on Cruise Critic are always complaining about how bad their travel agent experience is. I really hate to say this, but the original message gives people more of a reason to distrust travel agents.

[bchalker]

What does the M stand for?????

 

Amlee, I am not defending Royal Caribbean's customer service representatives, but as a Travel Agent, how could you not have the resources in front of you when you are booking???

 

I am NOT a travel agent, but when I call RC, I have the ship's deck plans in front of me so that I can see exactly which cabin I am booking.

 

If you had done that, you would have immediately seen that 6690 has a pullman bed as its 3rd passenger accommodation.

 

Indeed 7200 is a Family OceanView, which they are only letting you book with 3 people (instead of the usual REQUIRED 5) because it is the last-minute and they obviously haven't sold it yet.

 

If you were a first time cruiser, or an inexperienced traveller, I would have a lot more sympathy for you.

 

But as a professional in the industry, I think that you bear quite a bit of the responsibility here.

 

JMO - feel free to continue to be angry.

 

I am no travel agent but would look at the ship layout online to know the setup of the cabin before booking. While the RCL customer service should know the answer I would not blame others for the fact that I didnt do my homework. Good luck and enjoy your cruise.

[Lynnees]

Good! a travel agent with a customer service issue! I am really sorry you are getting such a run around and it's happening to alot of other people also. As you are a TA maybe you can get answer or a few different answers ( as that is RCCL's style) about a question many people have. Look at your RCCL 2007-2008 brochures under pick a stateroom any stateroom. Look under suites available and note the JS is listed as receiving concierge. Now turn to the further info page and read what is says under " can I get concierge service?" This is in the 2007-2008 Caribbean, Mexico, Europe, Alaska, etc. Now I was onboard the Explorer last week in a JS and I questioned the statement in the brochure about the JS getting concierge service. Guest relations staff were very nice and didn't seem to know the answer but agreed yes, that is what was written in the brochure and a senior staff member insisted I take a concierge card. But I didn't get a real answer which was the point of me asking them about it. I also emailed RCCL and asked about it and received an email from customer service asking me to CALL customer service. This has been a growing issue with people booked into JS's. Now can you just imagine if you booked someone into a JS based on info in the brochures RCCL sends you to sell their cruises, your clients get on board to go to concierge and are told no they can't have it because they do not have a copy of the new brochure with them so they could show them what is says because they did not know what it said until I showed them the brochure on the Explorer. That was not my experience on the Explorer as they insisted I take the concierge card but apparently JS people had been turned away on another ship. I would think any TA's client would be very unhappy with the TA if this happened to them. If you can, Please ask them about this situation as I know my TA is concerned about it also and hasn't heard anything about anything being incorrect in all the new 2007-2008 brochures. RCCL customer service is famous for giving different answers to people who call and they are very good about dancing around issues by simply not answering questions directly.

 

This really isn't the place to bring this up again. It's been discussed in other venues and until people who are actually sailing in JS's come back and report you are wasting your breath (and typing fingers) saying the same thing over and over.

 

You've said it yourself, every CSR gives you a different answer. I'm sailing in a JS in January but I won't be any help to you as I am also a diamond member.

[weechloe]

We found out unfortunately through a cabin change that the customer service rep that had gotten a supervisor to approve a change for us had not put notes onto our booking and we had to start at square one. Now every time I speak with someone I ask their name and who their immediate

supervisor is.

[cruisedaze1929]

Although you should have been given better service, you are partly to blame. (sorry to offend you)

 

I know when i book a cabin i have the entire flooor plan both on line and brouchers and cruise books.

 

I have knowledge of where every disco game room and casino is on the ship. I always get a cabin with nothing but cabins either above or below with something like a library mixed in.

 

You are responsible in the end for doing your own homework. You need to make every effort to understand and plan where and what kind and how big of a cabin you want.

 

you also must realize that some cabins have asterick stars and or little marks denoting a twin bed or double or whatever.

 

Like i said it is you're responsibility to know everything about you cabin before you book it.

 

If you are unhappy with it, then you're the only one to blame for the lack of homework. (Sorry if this offends you, But i hate when people complain of something they either bought or rented and didnt read up on it and make a big fuss as to why they dont like it). NOT SAYING THAT THIS IS YOUR CASE AT ALL.

[Happy ks]

To the OP's defense, she did call RCI and was specific about the bed configuration and told them the reason she wanted the configuration. It would make perfect sense to me that the company would know which cabins in this category have a sofa sleeper and which do not. The floor plans that I'm seeing on cruisestateroom.com indicate that some in this category have sofa sleepers.

 

When you look at the diagram, the cabin in question has an asterisk, which indicates it is a quad, right? We have booked quads with 3 on the floor and one pullman and others with 2 on the floor and two pullmans. How would a TA be able to advise a client which configuration this would be, unless they had stayed in this very same cabin?

 

Asking the company, in this case, didn't get her the right answer at all. If this had been the case of her calling on behalf of a client and she booked this cabin after advice from RCI, just think how furious the client would be upon arrival, they would blame the TA, not the cruiseline.

 

Perhaps a TA can tell us if they have different floor plans than we are able to get, with more detail regarding individual stateroom configurations.

 

While I love a balcony, I still think a cabin this much larger would be preferrable. If it were me, I'd forego the balcony on this cruise and use the great big one a few decks up.

 

And, it still looks to me like CC is the better place to get a more truthful answer than the customer service dept. at any cruise line.

[PA Dutchman]

Cruise Rule number 1: Do your own homework

 

There are so many sites on the internet that you can find out whatever you want to know about a cruise line, ship , cabin type you want, prices and what is included with each with out asking someone. Othe people can't tell you where you would like to go, when you would like to go, from where do you want to go, and what accommodations you can afford or want, in brochures all cabins are marked with what is in them, ONLY YOU CAN MAKE THOSE DECISIONS everybody has their own likes and dislikes or needs. If you can't do it yourself then you must find a person you can reley on and TRUST to make your decisions for you.

To start get a free brochure from a cruise line and READ IT, everything is in it. Prices are a game have fun. Don't vent about you personal problems you created because you did not do your homework and want to blame somebody else. Now I vented, maybe I did to many cruises when I read some of these posts I need to vent. When we started cruiseing there was no internet, Gore didn't invent it yet. We did read all kinds of brochures and never had a problem. It does amaze me the problems people make for their selves most of the time.

[Sue L]

 

When you look at the diagram, the cabin in question has an asterisk, which indicates it is a quad, right?

 

 

Actually the asterisk * means third pullman. triangle is sofa bed, etc here is the chart

 

 

Stateroom with sofa bed.

Stateroom has third Pullman bed available.

Stateroom has third and fourth Pullman beds available.

So if the room in question has the * the OP, a travel agent, should have known there were going to be issues if everyone needed to be on the floor. True, RCCL making the same mistake is unacceptable but each person whether or not they are a TA should be responsible for their own informed choices. In this day and age with the computer and internet so readily available to be able to look at the floor plans, which are very specific, there is no excuse on anyone's part.

[cruisedaze1929]

Actually the asterisk * means third pullman. triangle is sofa bed, etc here is the chart

 

 

Stateroom with sofa bed.

Stateroom has third Pullman bed available.

Stateroom has third and fourth Pullman beds available.

So if the room in question has the * the OP, a travel agent, should have known there were going to be issues if everyone needed to be on the floor. True, RCCL making the same mistake is unacceptable but each person whether or not they are a TA should be responsible for their own informed choices. In this day and age with the computer and internet so readily available to be able to look at the floor plans, which are very specific, there is no excuse on anyone's part.

 

Bravo,

I see the majority agrees with me.

[Ocean Boy]

I certainly understand what everyone is saying about doing your homework before you book. I have everything planned out before I even call a TA or RCI. But the fact is it wasn't that the OP called "a friend of a friend". She called RCI. She was also quite specific about what she wanted and why she needed it. They certainly have access to that little chart posted above. Anyway you look at it their cuistomer service has issues and most of us here know it so I doubt that anyone here is going to argue that point with me.

 

When you think about it, if someone is going to be getting paid a commission they should be doing the leg work. They get paid a lot more than what the time it takes to put a reservation into a computer is worth. I can make an on-line reservation in less than 10 minutes. Would I trust putting my vacation totally in someone else's hands? Nope, not in a million years. But if someone is going to be paid to essentially take that responsibility then they should take some pride in their work.

 

RCI does not offer any of us a discount for doing all the work. The least they could do is make sure that their employees are doing what we are paying them for.

[Sue L]

I certainly understand what everyone is saying about doing your homework before you book. I have everything planned out before I even call a TA or RCI. But the fact is it wasn't that the OP called "a friend of a friend". She called RCI. She was also quite specific about what she wanted and why she needed it. They certainly have access to that little chart posted above. Anyway you look at it their cuistomer service has issues and most of us here know it so I doubt that anyone here is going to argue that point with me.

 

When you think about it, if someone is going to be getting paid a commission they should be doing the leg work. They get paid a lot more than what the time it takes to put a reservation into a computer is worth. I can make an on-line reservation in less than 10 minutes. Would I trust putting my vacation totally in someone else's hands? Nope, not in a million years. But if someone is going to be paid to essentially take that responsibility then they should take some pride in their work.

 

RCI does not offer any of us a discount for doing all the work. The least they could do is make sure that their employees are doing what we are paying them for.

 

 

 

I completely agree with what you are saying but I believe you missed an important fact....the OP is a TRAVEL AGENT!!!!!!!!!

[Amlee]

What does the M stand for?????

 

Customer Service Manager

 

Amlee, I am not defending Royal Caribbean's customer service representatives, but as a Travel Agent, how could you not have the resources in front of you when you are booking???

 

The book I have from the cruise industry does not have a clear deck plan for the Mariner. You can't even make out the numbers. I knew it had a pullman, but also knew that some of the rooms would sleep 3 on the floor. For some reason which I couldn't get an answer to. I can not be in their system the same time they are. So I couldn't go to their websites to look up the deck plans. Many times what is printed in the brochure does not match the ship at all. I have found this many times.

 

I am NOT a travel agent, but when I call RC, I have the ship's deck plans in front of me so that I can see exactly which cabin I am booking.

 

If you had done that, you would have immediately seen that 6690 has a pullman bed as its 3rd passenger accommodation.

 

Yes, I did see that. An questioned it, but I was told that the 3rd person and I quote "was a pullman sofa bed on the floor". "That the 4th person's bed was the pullman down from the wall" What is interesting, is when I talked to the supervisor yesterday she said the same thing, that the room comes with a pullman sofa bed on the floor and then quickly corrected herself.

 

Indeed 7200 is a Family OceanView, which they are only letting you book with 3 people (instead of the usual REQUIRED 5) because it is the last-minute and they obviously haven't sold it yet.

 

Actually I was offered this room way before any of this happend, but because it didn't have a balcony, I turned it down. So they are willing to sale it to anyone, not just me.

 

If you were a first time cruiser, or an inexperienced traveller, I would have a lot more sympathy for you.

 

LOL I wasn't looking for sympathy from anyone. I've ran into many CSM's that are badly trained not just from RCI. As an experienced traveller, I am very detailed in my request and what I want or need. But like everyone else, I have to depend on the CSM's to take my request and see if the request can be made. I was very detailed in what I was looking for and even questioned to make sure the information told to me was correct. I was assured that what I was looking for had been met. But when I found out that it hadn't been, I got a run around. I couldn't get a straight answer when I found out what I was told was wrong.

 

 

But as a professional in the industry, I think that you bear quite a bit of the responsibility here.

 

Ah, see that is what I would get from a client and that was my point with RCI. Again, I put in the request, was detailed with the request, questioned as I if what I was looking for was possible, as the brochure and deck plans say different, and assured that it was by someone who should have the exact, up to date details in her system that all my needs have been made. As a client you would be so upset at ME. What could I have done different? I asked the 2nd supervisor if I could fax in my request and was told no that isn't possible. We have no way of proving that a request is made, if the CSM didn't put in the request. I truly hope no one else goes through this, but what if you do? What can be done to prove we put in our request?

 

JMO - feel free to continue to be angry.

 

It's really not anger, it's more of a frustration of not getting an answer to my questions and knowing that clients would have the reaction that you did and not being able to go back to them with answers, as I got none from the cruise line.

[Amlee]

Good! a travel agent with a customer service issue! I am really sorry you are getting such a run around and it's happening to alot of other people also. As you are a TA maybe you can get answer or a few different answers ( as that is RCCL's style) about a question many people have. Look at your RCCL 2007-2008 brochures under pick a stateroom any stateroom. Look under suites available and note the JS is listed as receiving concierge. Now turn to the further info page and read what is says under " can I get concierge service?" This is in the 2007-2008 Caribbean, Mexico, Europe, Alaska, etc. Now I was onboard the Explorer last week in a JS and I questioned the statement in the brochure about the JS getting concierge service. Guest relations staff were very nice and didn't seem to know the answer but agreed yes, that is what was written in the brochure and a senior staff member insisted I take a concierge card. But I didn't get a real answer which was the point of me asking them about it. I also emailed RCCL and asked about it and received an email from customer service asking me to CALL customer service. This has been a growing issue with people booked into JS's. Now can you just imagine if you booked someone into a JS based on info in the brochures RCCL sends you to sell their cruises, your clients get on board to go to concierge and are told no they can't have it because they do not have a copy of the new brochure with them so they could show them what is says because they did not know what it said until I showed them the brochure on the Explorer. That was not my experience on the Explorer as they insisted I take the concierge card but apparently JS people had been turned away on another ship. I would think any TA's client would be very unhappy with the TA if this happened to them. If you can, Please ask them about this situation as I know my TA is concerned about it also and hasn't heard anything about anything being incorrect in all the new 2007-2008 brochures. RCCL customer service is famous for giving different answers to people who call and they are very good about dancing around issues by simply not answering questions directly.

 

Brochures are well known to not be correct. As many are put into layout years before the year they are good for. I would have said in the past go with what a CSM says instead of the brochure as they have the correct up to date information in front of them. I would still go with the CSM over the brochure on something like this. As the brochures do say subject to change.

[Ocean Boy]

I completely agree with what you are saying but I believe you missed an important fact....the OP is a TRAVEL AGENT!!!!!!!!!

Hmmm, yes I did overlook that point. But where do you go to get correct info? For awhile RCI wasn't even putting deck plans into their brochures and often times they use a set of plans for one ship in a class and reproduce it for every ship in the class. Even third party web sites do that and they will even show a picture, for example, of an ocean view cabin from one class of ship that looks nothing like the cabin on another class. I once thought I had made a mistake and booked an adjoining cabin after I saw it listed that way on a website though it was not listed that way in the brochure or on any other sites that I looked at.

 

She went to the source and they should have taken better care of her.

[Peggy13]

Deck plans are not always correct either. We had booked 7610 on the Mariner thinking it had a pullman bed (it had an asterik in the deck plans), but ended up having a sofabed - not a big deal - we just weren't expecting that.

[Amlee]

Merion Mom, I totally agree with you! Your comments are exactly what I was going to write. People on Cruise Critic are always complaining about how bad their travel agent experience is. I really hate to say this, but the original message gives people more of a reason to distrust travel agents.

 

Oh, there are bad TA's out there. I have run into my share of them and they are the reason I got into this business. But even the best TA has to depend on people outside the agency to see that a clients request is met. How can we as TA's protect ourself from un-trained CSM's?

 

A TA can not go on every ship, in every cabin to see how the layouts are. It's just not possible. I really wish it was. We have to depend on the inside people at the cruise lines, hotels, resorts, and airlines to know their product. To keep us up to date with changes of their product.

 

Again, your reaction is one that I would expect from a client.

[Amlee]

I am no travel agent but would look at the ship layout online to know the setup of the cabin before booking. While the RCL customer service should know the answer I would not blame others for the fact that I didnt do my homework. Good luck and enjoy your cruise.

 

Again, I did know that it had a pullman, but was TOLD that it was for the 4th person.

[Amlee]

We found out unfortunately through a cabin change that the customer service rep that had gotten a supervisor to approve a change for us had not put notes onto our booking and we had to start at square one. Now every time I speak with someone I ask their name and who their immediate

supervisor is.

 

I'm sorry this happend to you. I'm glad it worked out for you.

 

I had the name of the women who took the first request, but it didn't seem to matter. As it seemed to be a she said, she said thing.

[Happy ks]

Actually the asterisk * means third pullman. triangle is sofa bed, etc here is the chart

 

You're right and I'm wrong :( , I should have looked at the legend before posting .

 

The fact still remains that she called the company and they assured her there was a sofa bed in this cabin. So, I still think she does not deserve the total blame in this mix up.

 

BTW, I posted this reply a few minutes ago and it never showed up. Where do these posts go when they poof?

[Amlee]

To the OP's defense, she did call RCI and was specific about the bed configuration and told them the reason she wanted the configuration. It would make perfect sense to me that the company would know which cabins in this category have a sofa sleeper and which do not. The floor plans that I'm seeing on cruisestateroom.com indicate that some in this category have sofa sleepers.

 

When you look at the diagram, the cabin in question has an asterisk, which indicates it is a quad, right? We have booked quads with 3 on the floor and one pullman and others with 2 on the floor and two pullmans. How would a TA be able to advise a client which configuration this would be, unless they had stayed in this very same cabin?

 

Asking the company, in this case, didn't get her the right answer at all. If this had been the case of her calling on behalf of a client and she booked this cabin after advice from RCI, just think how furious the client would be upon arrival, they would blame the TA, not the cruiseline.

 

Perhaps a TA can tell us if they have different floor plans than we are able to get, with more detail regarding individual stateroom configurations.

 

While I love a balcony, I still think a cabin this much larger would be preferrable. If it were me, I'd forego the balcony on this cruise and use the great big one a few decks up.

 

And, it still looks to me like CC is the better place to get a more truthful answer than the customer service dept. at any cruise line.

 

 

Thank you! I use every possible thing as a resource, yes even this website, as I know there is someone on here that can tell me more than a cruise line can and more than I have been able to learn. Which is why I started my other thread asking about the room. As I just had a feeling what I was told just didn't feel right to me.

 

 

We get the same deck plans that you have. I get a book that I purchase once a year that has deck plans of just about all the main cruise lines. I did pull this book out and looked at the deck plan when I went to book the room. As I said, it's a bad image, but I can make out the astrik in the room to show that it has a pullman. That is when I questioned (after I put in my request) that it had the 3rd bed on the floor.

[Amlee]

Cruise Rule number 1: Do your own homework

 

There are so many sites on the internet that you can find out whatever you want to know about a cruise line, ship , cabin type you want, prices and what is included with each with out asking someone. Othe people can't tell you where you would like to go, when you would like to go, from where do you want to go, and what accommodations you can afford or want, in brochures all cabins are marked with what is in them, ONLY YOU CAN MAKE THOSE DECISIONS everybody has their own likes and dislikes or needs. If you can't do it yourself then you must find a person you can reley on and TRUST to make your decisions for you.

To start get a free brochure from a cruise line and READ IT, everything is in it. Prices are a game have fun. Don't vent about you personal problems you created because you did not do your homework and want to blame somebody else. Now I vented, maybe I did to many cruises when I read some of these posts I need to vent. When we started cruiseing there was no internet, Gore didn't invent it yet. We did read all kinds of brochures and never had a problem. It does amaze me the problems people make for their selves most of the time.

 

 

I agree, do your homework!! But when you do your homework and the teacher says yes, you can do this, this way. Only to find out what the teacher says isn't right. Then what do you do?