BarbzMike

Hi. New to the Board. I just had the worst pre-cruise experience, not resolved by any person in RC customer service. My wife had booked a reservation for this July 2023. She realized it was her work email and, on the same day, updated it to her personal email address (Aug. 2022). Since then she has received emails reminding her of "Days to Embark, excursions, etc."- except the most important one- payment due. Each of the other 6 family members travelling with us all received their email regarding payment. My wife called RC to find out our reservation had been cancelled. It was for a balcony room, and the only thing they could offer was an interior room at double the cost. I felt this was an unacceptable remedy. I then took a swing. He confirmed that RC cancelled the reservation for lack of payment. I was able to escalate the situation to RC resolution department. The gentlemen understood the situation, but also could only offer the same interior room. I asked him if I was able to furnish proof that she updated her email address the same day as the booking, then would he be able to do something for me? He said he would research it and before hanging up the phone, I was able to find a email that RC had confirmed she updated her profile. We exchanged information confirming that he would find resolution and call me back between 24-36 hours. That never happened. I followed up with another call and 2 emails. No response to the emails and the person who answered the phone said the first person I spoked with was unavailable. Two weeks passed and today, reluctantly, I picked up the phone again. Was on the phone for 45 minutes with resolution. The man did not want to disclose his last name and kept offering me the same interior room at double the cost. He also assured me that there were only 5 rooms left, he could not price guarantee me the original price of my room, said he could escalate the situation to his boss but that person does not get on the phone with customers. My $200 deposit is lost based on RC's inability to fix a communication problem on their end, and my $300 worth of gift cards are also in jeopardy. He told me in all likelihood, "Whomever calls you back at any level will not be able to offer you anything different." Also that call may not happen for a couple of weeks. What a disgrace. They are simply stealing people's money and sailing away! By the way, my previous cruise in 2020 was cancelled by them during the pandemic because the ship was sold. Again, the only communication I received was that my drink package was cancelled, with no mention of the entire trip being cancelled. Again, RC offered no alternatives. signs of good will or empathy. I would not ever sail with them again, not for a lack of beautiful sights, amenities on the boat and ports oif call, but simple because of their smug and unhelpful team of employees in customer service. Buyer Beware.