Go Back   CruiseMates Cruise Community and Forums > Cruise Lines (Mainstream) > Princess Cruise Lines
Register Forgot Password?

Reply
 
LinkBack Thread Tools Search this Thread Display Modes
  #1 (permalink)  
Old April 7th, 2018, 05:30 PM
Junior Member
Welcome Newcomer
 
Join Date: Jun 2017
Posts: 8
Unhappy "Free" Upgrades - What's the deal?

So, we are not first time cruisers but this will be our 1st Princess cruise. Booked a couple months ago for a cruise in November.

Yesterday I got an email telling me we got an upgrade to our room at no additional cost. When I compared the two rooms, it was the exact same room a deck lower and more towards mid-ship. We do NOT consider this an upgrade. We booked the area and deck that we wanted.

We called them and they said it was considered an upgrade b/c it was more accessible to everything. They said they "would put in a request" to change it back to the original room but they couldn't promise.

WHAT THE HECK? I've never had another cruise line "upgrade" me without my permission. If it was truly an upgrade to a larger suite, I might welcome it but not a move to a part of the ship we prefer not to be in.

What are my recourses here? If they don't honor "the request" I want to just cancel the whole cruise.
Reply With Quote
Sponsored Links
  #2 (permalink)  
Old April 7th, 2018, 07:23 PM
storybookcruises.com's Avatar
Moderator
Admiral
 
Join Date: Aug 2011
Location: Cape Coral, FL
Posts: 2,298
Default

First, this is why you always want to book with an agent. They'll make sure you get what you want and don't get what you don't want.

With that said, when making a booking with Princess, there is an option for upgrades. One says 'no upgrades'. The next says 'open for any upgrades'. And the other one says 'upgrade only to next level'. That one means from inside to oceanview, oceanview to balcony, etc.

If you book directly with the cruise line, they won't ask you about what you want, if any, so they'll usually check 'any upgrade' option. When this is checked, you can be upgraded from one category of inside to another category of inside, or one category of oceanview to another category of oceanview, etc. Often, while they do consider it an upgrade, is usually not a big deal.

But when problems arise, your agent can usually get things fixed for you, whereas the cruise line really doesn't care. Agents have contact information you don't have access to.

If you're not getting the answer you want, hang up and call back later until you get someone who's willing to help you. Sometimes you'll get lucky.

Pete
__________________
Travel Agent/Cruise Specialist w/16 yrs exp and 51 Cruises on 12 different cruise lines in many parts of the world! VIETNAM VETERAN OWNED & OPERATED. Certified Accessible Travel Advocate. Specializing in unsurpassed personal service to insure you have a hassle-free vacation!
Reply With Quote
  #3 (permalink)  
Old April 7th, 2018, 09:21 PM
Junior Member
Welcome Newcomer
 
Join Date: Jun 2017
Posts: 8
Default

Thanks for your response, Pete. I certainly do not remember any of those options. I will keep your advise for the next one.
Reply With Quote
  #4 (permalink)  
Old June 11th, 2018, 11:56 AM
Expat Cruise's Avatar
Junior Member
Familiar Face
 
Join Date: Jun 2018
Location: Philippines
Posts: 20
Default

The simple fact is if you have a confirmation with one cabin on it they cannot change without your approval. You have a valid legal contract, but the line level customer service people just do what they are told.

In truth if they do not change you back you can and should dispute the total cruise fare. If you want to take the cruise and want the cabin assign to you, then a call to the legal department of Princess Cruises can fix the problem. Any member of the legal team at Princess getting the call will correct because they know they cannot defend against this. I would never wait for customer service to correct or accept "They said they "would put in a request" to change it back to the original room but they couldn't promise."
Reply With Quote
  #5 (permalink)  
Old June 11th, 2018, 08:31 PM
storybookcruises.com's Avatar
Moderator
Admiral
 
Join Date: Aug 2011
Location: Cape Coral, FL
Posts: 2,298
Default

Quote:
Originally Posted by Expat Cruise View Post
The simple fact is if you have a confirmation with one cabin on it they cannot change without your approval. You have a valid legal contract, but the line level customer service people just do what they are told.

In truth if they do not change you back you can and should dispute the total cruise fare. If you want to take the cruise and want the cabin assign to you, then a call to the legal department of Princess Cruises can fix the problem. Any member of the legal team at Princess getting the call will correct because they know they cannot defend against this. I would never wait for customer service to correct or accept "They said they "would put in a request" to change it back to the original room but they couldn't promise."
This is incorrect information when talking about Princess.

First, as I said below, when making a booking with Princess, there is an option for upgrades. One says 'no upgrades'. The next says 'open for any upgrades'. And the other one says 'upgrade only to next level'. That one means from inside to oceanview, oceanview to balcony, etc. If you book directly with the cruise line or most online sites, they won't ask you about what you want, if any, so they'll usually check the 'any upgrade' option.

This information is also provided in the information available to the passenger when they go into the online check-in on the Princess website. I talk to my clients about these options and almost always check on the 'upgrade only to next level' for my clients, unless I know they want a specific cabin for a specific reason.

If they booked and the 'any upgrade' option was selected, the cruise line has the right to move you to another cabin that is classified as an upgrade.

So, your comment about the contract or disputing the amount is not valid in this situation.

And as for 'calling' the legal department - yeah, good luck with that idea, because it's not going to happen. There are many steps involved when dealing with something like this and picking up the phone and directly calling the legal department is definitely not one of them.

Again, not to belabor the point, but this is why it pays to work with a reputable agent. They have contact information not available to the public and can often get concessions the average passenger can't get or doesn't know how to get. (Been there done that many times!)

But to suggest someone can get a full refund when they've been given an unwanted upgrade is definitely something that's completely outside the realm of reality.

Pete
__________________
Travel Agent/Cruise Specialist w/16 yrs exp and 51 Cruises on 12 different cruise lines in many parts of the world! VIETNAM VETERAN OWNED & OPERATED. Certified Accessible Travel Advocate. Specializing in unsurpassed personal service to insure you have a hassle-free vacation!
Reply With Quote
  #6 (permalink)  
Old June 12th, 2018, 12:16 PM
Junior Member
Welcome Newcomer
 
Join Date: Jun 2017
Posts: 8
Default FYI

Since this has surfaced again, thought I would update the story.

I did not hear back from them for a few days so I called again and got a lot more adamant about them changing me back to my original room.

I received an email later that day that they had returned me back to the original booking.

If I book with Princess again, I will definitely either go through an agent or make sure that I don't check the option for them to upgrade me. I made the reservations directly on the web site and really don't remember being presented with that option but I may not have paid attention to it.

When all was said and done, Princess did honor the first reservation.
Reply With Quote
  #7 (permalink)  
Old June 12th, 2018, 07:42 PM
storybookcruises.com's Avatar
Moderator
Admiral
 
Join Date: Aug 2011
Location: Cape Coral, FL
Posts: 2,298
Default

That's great news! Glad to hear it all worked out for you. Thanks for updating us.

Pete
__________________
Travel Agent/Cruise Specialist w/16 yrs exp and 51 Cruises on 12 different cruise lines in many parts of the world! VIETNAM VETERAN OWNED & OPERATED. Certified Accessible Travel Advocate. Specializing in unsurpassed personal service to insure you have a hassle-free vacation!
Reply With Quote
  #8 (permalink)  
Old July 20th, 2018, 08:16 AM
Expat Cruise's Avatar
Junior Member
Familiar Face
 
Join Date: Jun 2018
Location: Philippines
Posts: 20
Default

Always remember that the Cruise Line really does not have the final say here. If they do anything that you believe is wrong, fraud, or not providing the service you paid for you can and should dispute with your credit card provider. Have filed many credit card disputes and won most of them, you have a valuable asset on your side when you pay with a credit card.

What the cruise lines or a the agents will not tell you is that the credit card merchant agreement has first standing and the cruise lines have agreed to accept the ruling of the credit card service. The cruise lines and many agents believe they can push guest around but the rules are really on the side of the guests to keep things fair.
Reply With Quote
  #9 (permalink)  
Old August 8th, 2018, 06:48 PM
Junior Member
Familiar Face
 
Join Date: Jul 2007
Posts: 12
Default

I've never had a problem with it. If I don't want the upgrade, I thank them and politely decline the offer and they leave me in the original room.
Reply With Quote
Reply

Bookmarks

Similar Threads
Thread Thread Starter Forum Replies Last Post
Cunard Line Announces Free Upgrades + Free Gratuities Paul Motter Cruise Deals 0 April 29th, 2014 05:40 PM
"Terminal" overnights - deal or no deal green_rd All Things Cruising 5 February 7th, 2012 12:58 PM
Deal, deal, deal. Thomas Chit - Chat for Cruisers 5 October 23rd, 2003 04:08 PM


Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On


 

All times are GMT -4. The time now is 11:04 PM.
design by: Themes by Design



Search Engine Friendly URLs by vBSEO 3.6.1