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  #1 (permalink)  
Old January 6th, 2010, 12:54 PM
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Default Royal Caribbean not for me. Beware!

This is a letter that I submitted to Royal Caribbean and their response. FYI, Beware!

Dear Customer Relations Department,

We were so looking forward to our first cruise with Royal Caribbean on the Monarch of the Seas. When I booked the cruise on line I had already talked with a representative from Royal Caribbean to find a cruise that met our schedule. (Tues through Saturday of Thanksgiving week). I was given the cruise dates and ship information that I needed to book my cruise on line. I booked the cruise with the information and dates that I was given and never thought any more of it. I reviewed the documents which had the dates but not the days, everything looked good, until I arrived to the port on Tues. I was told that the Monarch of the Seas left the port on Monday and that they don't have any ships that sail on Tuesday. Well you can imagine the shock and disappointment that we were feeling when given this information. Nothing could be done, we tried everything we could to catch up with the ship but nothing could be worked out as we had our car to deal with.
I understand that this was an honest mistake and one that I should have caught when reviewing the documents. We typically take two to three cruises a year, and were really looking forward to seeing how Royal Caribbean faired against the other cruise providers that we were accustomed to using. I am hoping that Royal Caribbean will somehow be able give us a chance to experience a first cruise with them by either refunding the money for the cruise or by providing a cruise credit towards our next cruise.
The total amount that was charged to my credit card was $656.79 I understand that the refund for the taxes, port charges and pre-paid gratuities is in the works.

We will be looking to book a cruise during the time frame of 26 March 2010 thru 3 April 2010. We are retired Military and Florida residents. We are willing to sail out of any Florida port going to any destination on a 5-7 day cruise.

Thank you in advance for your fair and prompt response of this matter. We are looking forward to another opportunity to sail Royal Caribbean and making it our cruise line of choice.

Royal Caribbean's response? Basically they said sorry, you should have bought insurance. Not so much as offering a $10 credit towards my next cruise. Refused to let me talk to management. I recommended that they include the day of the week and the date on itinerarys to prevent this from happening to others. Their response; Our systems are not set up for that. Royal Caribbean could care less about me as a cruise guest. I certainly have choices in the cruise lines that I select and without a doubt, it will not be Royal Caribbean, ever again!
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Old January 6th, 2010, 01:23 PM
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Weren't you the one that booked the cruise? When you were deciding, did you not have a calendar, pick what day you wanted to sail, and go from there?

Sounds strange all around.
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Old January 6th, 2010, 01:29 PM
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I feel you pain,and am so sorry that this happened....that said,the owness is on the consumer to check documents, etc...

The cruise line is not liable for your error,and over recent years, with the internet being just a click away to the cruise lines,complaints come flooding in, some being handled to satisfaction, some not so much.

This is an expensive lesson learned.
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Old January 6th, 2010, 01:31 PM
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I don't really see why Royal would have to compensate for an error on your part. Not to be rude or anything but the dates were printed on your documents they are not required to put the days of the week on the docs. It would be very simple to have looked on a calendar especially with them everywhere from on computer screens and on cell phones etc. I actually think they are being very nice to refund the port charges and gratuities. It is always the cruisers responsibility to check all the docs and to arrive on time. Sorry you missed the cruise it must have been really dissapointing.
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Old January 6th, 2010, 01:34 PM
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it's not MY fault
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Old January 6th, 2010, 01:37 PM
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I am sorry to hear that you missed your cruise. I know it must have been a big disappointment however it is really up to you to correlate the dates with the "days" of your cruise.

It may have been a miscommunication with a Royal Caribbean agent that resulted in confusion about the days of the cruise but you really had plenty of time to realize what "day" the cruise left. You also booked the cruise online and the days are on the initial booking page. A simple look at a calendar and the itinerary, in your documents, would have been sufficient for you to realize what day the cruise departed. If the date was wrong, in your documents and SeaPass, then you deserve a full refund but I can't believe it was.

I understand your disappointment but I agree with Royal Caribbean, on this issue, that you are not due a refund of your cruise fare. If you are receiving a refund of taxes and port fees I think they are being more than fair.

Take care and I hope you make it to your next cruise.
Mike
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Old January 6th, 2010, 03:17 PM
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I agree with the group here, it's not Royal Caribbean's fault you didn't check the days with the dates on a calander. Using a good cruise travel agent would have cost you nothing additional and would've prevented this from happening to you as well. Sorry.
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Old January 6th, 2010, 04:14 PM
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Wow!!

First of all, I'm surprised RCCL gave you any of your money back. I thought that if you "missed the ship....you were out $$".

Second of all, maybe I'm strange (no comments)....but when I book a cruise (or any vacation), I write it in my calendar and I know EXACTLY when I will be leaving home and returning home.

I really don't think the OP should blame this on RCCL. I doubt that any other cruise line would have done any more for him.
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Old January 6th, 2010, 08:01 PM
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I also feel bad that he missed the chance to cruise on a wonderful cruise line...
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Old January 6th, 2010, 08:10 PM
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So, not really sure what we are supposed to "beware" of based on your posting title. The cruise line treated you very fairly; and while it sucks to make mistakes, this is how lessons are learned. I guess we should all "beware" of checking calendars.....
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Old January 6th, 2010, 08:22 PM
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I'm so sorry to hear that you missed your ship.....I also basically think, it isn't Royal Caribbean's fault. Next time use dates along with days, I always do and check documents and buy travel insurance. Unfortunately, you may never even try one of their ships, which would again, be your loss.

I certainly hope you can fit a cruise into your next time frame and have a wonderful time, let this be a learning lesson...Yea, it would of been nice if they just gave you another cruise, but it doesn't always work that way, best of luck next time.
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Old January 6th, 2010, 09:44 PM
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I'm just incredulous that you think they should reimburse you anything because of a mistake that you made.
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Old January 6th, 2010, 09:52 PM
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I just wanted to add....that, when you said, I certainly have choices in the cruise lines that I select and without a doubt, it will not be Royal Caribbean, ever again!

This would have been the same result, no matter what line you had booked. I would make a guess,that with some you would not have gotten port and taxes back. Keep that in mind when you look for a next cruise." IF" by chance RCI fit your bill...as my Mother used to say..don't cut your nose off to spite your face...
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Old February 13th, 2010, 07:27 PM
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Anyone every seen someone miss the ship when it was pulling out of a port of call...because they did not get back in time? We have seen it happen. What is the old saying. ."don't miss the boat."

Sorry this mix up happened to to the one in this thread, but ships don't wait. Secret to traveling. . .read, read, read the docs. I have caught a couple of errors in travel agents docs before the travel date.
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Old February 13th, 2010, 10:29 PM
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I wish you better luck next time.

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Old February 14th, 2010, 11:21 AM
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I am, as those who know me know, no defender of a cruiseline, but in this case - you couldn't be more wrong. I cannot fathom why you would think RCL would owe you a cent for what was completely your own fault - 100% your fault.

The money you were returned was your port fees - they always return port fees if someone misses the cruise even when it is 100% their own fault.
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Old February 14th, 2010, 01:45 PM
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Another hit and run one post. Please remove this pesky drivel
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  #18 (permalink)  
Old February 14th, 2010, 08:39 PM
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I was pretty sure that RCCL included the day of the week for departure on their website. I checked, just to be sure, and they do include the day of the week. It is on the cruise calendar and also in the summary you are asked to review before confirming your reservation. Sorry that you missed your cruise, but I don't see how RCCL should be held responsible.
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Old February 14th, 2010, 09:00 PM
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Thanks for the warning!

(That happened to me once when the dog ate my Funpass).
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Old February 21st, 2010, 03:19 PM
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Default Boy if I had a Dime

Boy if I had a dime for every time I mistook days of the weeks for days of the month, or made a reservation and (as the OP puts it) "never thought anything of it"...I'd be taking 4 cruises this year.

How can you book a cruise and "never think anything more of it."

It's impossible first of all, and its fool hearty secondly.
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Old February 21st, 2010, 03:43 PM
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Stupidity in itself should not be rewarded. Blaming a cruiseline for your neglect says to me you are at the front of the stupid line. Honest mistake maybe. Suck it up and learn from it. Maybe next time you wont be in that line anymore!
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Old February 21st, 2010, 05:38 PM
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RCL, as well as other cruiselines do expect you to get on the ship before it sails. :|

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Old February 22nd, 2010, 11:18 AM
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I bet next time you will check your dates better. I do not agree with your "Beware" comment since its your fault that (you) missed the ship. There where multiple time during booking the cruise which YOU did and when you receive your documents you mean to tell me you never looked come on I just don't believe that at all. Personally I would never ask for a refund on something that was my fault and not the cruise line. It's like saying that you expect rccl to also give you a wake up call the morning of your cruise to make sure you remembered that you had a cruise to attend. Not so smart people do not so smart thing's i guess. If there was a problem where the cruise line had been wrong then I would have no problem and fell they owe you something, but in this case for sure not Royal's fault or problem.
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Old February 22nd, 2010, 11:27 AM
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I read your post carefully twice...I was especially interested that you wrote, "I understand that this was an honest mistake and one that I should have caught when reviewing the documents. We typically take two to three cruises a year."

So...you're NOT new to cruising, typically taking two to three cruises a year...
and you admit that YOU should have caught the mistake when reviewing your documents.

And it's RCCL's fault that you missed your cruise because......?
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Old February 22nd, 2010, 12:15 PM
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I can not bear to look anymore... I agree mouse i also read the twice just to make sure i did not miss anything. Probally someone that works for a different cruiseline and making remarks like this.. This post should be REMOVED.... Is there a way to report this to CM?
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Old February 22nd, 2010, 12:19 PM
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Personally if i was any cruise line i would of never refund u the $656.79 since they loose on board money from passenger's like yourself and someone could of went in your cabin and spent some money and make the ship, employee's, and the people on the island's you visit some of the paychecks, but when you do not show up everyone looses. I know that it's the same if the room was never booked but this time of year most ships are close to full i would believe.
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Old February 22nd, 2010, 12:24 PM
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Anyone can choose to stop being notified of new posts coming to a thread you have subscribed to.....while this post may be unrealistic or aggrivate some, it is not against tos.
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Old February 22nd, 2010, 09:53 PM
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luv2cruiserccl I have to admit that the original post is really well thought out though. Imark carefully set's out his story point by point, and that's usually not a bad thing, but in this case I think it's because he wants to make sure we are following the 'bread crumbs' to the conclusion he trying to take us.

But he does slip up doesn't he?
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Old February 23rd, 2010, 08:13 AM
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Quote:
Originally Posted by apiper View Post
I was pretty sure that RCCL included the day of the week for departure on their website. I checked, just to be sure, and they do include the day of the week. It is on the cruise calendar and also in the summary you are asked to review before confirming your reservation. Sorry that you missed your cruise, but I don't see how RCCL should be held responsible.
My online website does also. Other sites I check for pricing also do. I could have told anyone boarding days for Monarch of the Seas is Monday for the 4 day and Friday for the 3 day. This was this person's mistake. No one else.
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Old February 24th, 2010, 08:05 AM
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It would be like going to a Jimmy Buffett concert on Saturday night only to find out that he played on Friday night and your ticket said Friday night. Then try to get your money back, saying I thought he played on Saturday night.
This was lmark's first post.
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