nursecec

Our Experience: My travel partner and I were denied boarding on Explorer of the Seas out of San Juan on Jan 23rd. We had negative covid tests and no symptoms of covid. I did indicate that I had been exposed to a friend who had become covid positive 11 days before the cruise. When I had learned that back on January 13, I immediately called RCCI to ask if that would be a problem. I was told during each of 3 different phone calls that cruisers would be given the final decision at the dock but that if our covid test was negative we would “probably” be able to board. According to my understanding and www.merriam-webster.com/dictionary/probable “probably” means “supported by evidence strong enough to establish presumption but not proof a probable hypothesis. 2 : establishing a probability probable evidence. 3 : likely to be or become true or real probable outcome.” Knowing it was a risk, but having received the same information 3 times from different customer service reps we left Oregon a few days early for San Juan Puerto Rico after negative tests. We tested negative again 24 hours before the cruise. At the dock I indicated that I had been exposed 11 days earlier and then was told that we would not be allowed boarding. We returned home obviously very disappointed to not take the cruise. However, the big issue I see is that the customer agents had not been given the best way to answer my question. The answer they gave me indicated that more than likely we would be allowed to board if we had negative tests. They should have said "It can be decided by the port representatives BUT the likelihood is that they will follow the 14 day guidance on the health questionnaire". We would have made a totally different decision with an answer like that. We are being given cruise credit for the cruise but this will obviously not take into account additional airfare and lodging for a second trip. This amount came to approximately $1500. I spent 2.5 hours on Jan 25 talking with customer service reps and then resolution representatives (mostly on hold and several dropped calls) acted surprised when we were denied boarding as their understanding was that if we tested negative we would “probably” be allowed to board. I attempted to reach a trainee educator or inservice individual to talk with them about suggesting different phrasing for answering the question I had but this was not successful. I reviewed some other information from the cruise line this morning (January 26). On the Getting Ready to Cruise information page we received on December 24, there is NO notification of the 14 day exposure policy. The ONLY place I have seen it is on the Health Questionnaire that can be found on the app but cannot be filled in until after the pre-boarding Covid test 24-48 hours prior to cruising. By this time we were already in San Juan. It may not even be filled in by some cruisers until they reach the port. I hope that Royal Caribbean can clean up these problem areas in their communication with their cruisers so that there are not others who have to endure the disappointment and monetary loss for this reason. I also hope to join Royal Caribbean for our lost cruise and learn about their wonderful experience that they advertise. This would have been my first cruise with you. Also, if anyone knows how to contact someone in management it would be helpful to know how to do that!