Brian K

Miracles sometimes happen! Our TA just at called and got it price matched. see ya in May!

That’s why we hire a TA

Sounds like we’re out of luck unless the TA pays for the mistake.

I’m going to paste the letter that our TA prepared as this explains it all. we’ve called RC half a dozen times and each time they blame someone else. They’ve blamed the TA, they claimed our email must have blocked their cancellation notice, they’ve said our Cc company blocked the charge (cc said no attempt ever made) but the TA had a confirmed booking, today they said had we called within 24 hours of booking the new they’d have price matched. We can’t get anywhere. RC won’t offer us anything. Bookings 454xxxx & 488xxxx Icon of the Seas May 4, 2024 Sailing To Whom It May Concern: On April 22, 2023, I created a booking, #454xxxx, for the Kachel family (Brian, Shelby, and Londyn) for the May 4, 2024 sailing of Icon of the Seas in a Junior Suite (JS) stateroom 9144 at a total cost of $7,940.85. The deposit of $750 was due on April 27, 2023 and was submitted in the evening on April 26, 2023. The system said payment was submitted and I didn’t think anything more about it. I book trips with numerous suppliers and have always received an email from if a booking was going to be canceled for non-payment of a deposit. I never received any communication from RCCL regarding this booking so I never thought anything more about it. Several weeks ago, when logging in to create an invoice for final payment and determine when clients could book “extras” I was greeted with an alert saying the booking number didn’t exist. I had the booking in front of me and called RCCL to find out what was going on. After being told by multiple people that I must have the wrong booking number and telling them it was in front of me, someone finally found it in the system and told me it had been canceled because the deposit wasn’t received. Upon telling them it was submitted on April 26th they stated it didn’t go through and the booking was canceled. I asked when the cancellation email was sent and was told RCCL doesn’t send cancellation emails if a deposit isn’t received. I asked how someone is supposed to know it was canceled or a payment didn’t go through and they told me the agent or client should just know the deposit wasn’t completed so there is no need to notify them. Yet, I submit a deposit, get confirmation it is submitted, it doesn’t go through, and I am supposed to know it didn’t go through. I actually had one representative tell me that I should have known whether or not it was charged to my client’s credit card, as if I was supposed to check their credit card statements. When I reached out to other agents, I was informed that multiple agents have had this same issue with their RCCL bookings. Once learning their reservation had been canceled, the clients rebooked the exact same room category, booking #488xxxx, at a cost of $11,977.37, over $4,000 more than their original booking that was canceled without notification. Had anyone been appropriately informed of the cancellation, the entire situation would have been rectified on April 27th or 28th when notice of impending cancellation was received. Now, this policy of not notifying anyone of a canceled booking has resulted in additional costs for my clients and countless others. I have spent endless hours trying to get this resolved and to have RCCL match the original price since their policy of not notifying anyone of cancellations resulted in this situation. I spent over 7 hours on hold only to not have my call picked up because the call center closed. I had multiple chats, one of whom was getting final approval to match the original price as a one time courtesy, and while waiting the chat abruptly ended. I attempted getting this resolved through Twitter as well. When I finally got in touch with someone by phone they told me that if we had contacted RCCL within 24 hours of creating the NEW booking they would have matched the price, but now that it was after that they wouldn’t match it. Yet, I started trying to get a resolution prior to that date and got nowhere. Additionally, I was told that on January 13, 2024, my clients were notified via email that the original booking had been canceled, but wouldn’t provide me evidence of that and the Kachels didn’t receive any emails. Plus, why would they be emailed on January 13, 2024 about a booking that was supposedly canceled on April 27, 2023? At this point, after not being informed of a cancellation, being provided inaccurate and untrue information, I again am requesting that their current active booking, 488xxxx, be adjusted in price to match the original booking price of $7,940.85. I hope this will be rectified by their final payment due date of February 5, 2024. Please contact me at your earliest convenience via email or at 401-862-8699.