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  1. I recently went on a five night cruise in the Western Caribbean. I love going to the spa and I was fortunate enough to find an amazing therapist named Carol. My husband and I booked a treatment everyday for a total of five and purchased $450 worth of products. There was a discount available of 10% off the first service, 20% off the second service, and 30% off of the third one. When I reviewed my bill after dinner on the last night I found that none of the discounts were applied to any of my services. Guest services was no help and claimed I would have to contact the spa manager in the morning (because I have nothing better to do the morning we get off the boat, lol.) We typically are amongst the first to get off the ship and we always carry our bags off ourselves. Any seasoned cruiser understands the valuable time this saves! We were unable to do this on this particular occasion because we had to wait for the spa to open. At 7 AM we spoke with the assistant manager and explained the situation. We were told that he would apply the discounts as soon as we got off the phone and he apologized. We went to customer service to print a copy of our final bill only to find none of the discounts promised were applied. Of course they could not help us at customer service, so we had to call the spa directly. We eventually got on the phone with the spa manager "Boris." He claimed he knew nothing about our situation and there was nothing he could do it this time because billing for the spa was "closed." We were given a generic email address (to a third party company who are the onboard operators of the spa) and told to write and explain why we feel we are entitled to the discounts. I was told they typically respond with a decision in 4 to 6 weeks! This entire process took us almost 2 hours and ended with no resolution. We also had to exit the ship with thousands of other travelers and it took us over two hours to do so. What a nightmare. According to my calculations, we are owed over $400 and I am going to have to wait for their decision??? I cannot tell you how disappointed I am in this process. It is unbelievable that I am responsible for chasing down money that is owed to me because of their error. This may be the worst customer service experience I have ever had. I am a long time Royal Caribbean traveler and I have been fiercely loyal to this cruise line. This entire situation has me rethinking my continued travels with them. Perhaps it's time to try something new!?!?
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