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Club Royale -Customer Service


APM

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Out of curiosity, has anyone ever made an inquiry to the clubroyale@rccl.com email address? 

I made an inquiry last week and immediately received a computer generated response. Now it has been 9 days and nothing.  In what industry can that be an acceptable norm? They are either incredibly understaffed, or have no understanding of the term customer service. Sadly, i think probably both.

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9 minutes ago, APM said:

Out of curiosity, has anyone ever made an inquiry to the clubroyale@rccl.com email address? 

I made an inquiry last week and immediately received a computer generated response. Now it has been 9 days and nothing.  In what industry can that be an acceptable norm? They are either incredibly understaffed, or have no understanding of the term customer service. Sadly, i think probably both.

I think both. Personally (not sure if this will be a popular opinion but....) I think they are some of the most incompetent customer service reps I have ever come across. They literally have no idea about their own program. In fact, I would say your email is useless because the response (if any) will lack any clarity at all and most likely leave you with more questions then you started with. RC needs to train these folks and get them up to speed on the casino program. I would think other then the most loyal frequent cruisers that the casino patrons are the most important to their bottom line. I will just come out and say it, they CR staff are a gaggle of idiots. 

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Maybe I don't call them enough....I've never really had a major problem.  They always helped me book just fine...I called them this morning and repriced/booked a sailing I had booked while on board....they walked through all my offers and found out I could maximize my savings using the Prime cruise that was awarded 4/1.....saved me over 5k on a sailing in August.

Worked out similar in January when I called for the cruise I just took in April in terms of being helpful and helping me apply my comps as effectively as possible.

Worked out similar in September when I called for the cruise I took in Dec.

 

On the flip side the one time I called them about prebuying chip program they had for a while....they gave me a pretty clear answer....that was then done the complete opposite while on board which made me a little grumpy...but they appear to have canned that whole program.

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So, i did get a call back from them this am. One interesting statement, again for 2019 club royale status, they claim to again use an 18 month lookback. Not sure if it’s true, but i do know that wasn’t advertised.

Good luck.

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7 hours ago, APM said:

Another pointer i took away from my conversation, if you ever call and press “1 to service an existing reservation, you’re most likely to get connected to an overseas call center. New reservations, “2” selection, most likely to get the the Oregon call center

Excellent info !  I will remember this !  Thanks

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9 hours ago, APM said:

Another pointer i took away from my conversation, if you ever call and press “1 to service an existing reservation, you’re most likely to get connected to an overseas call center. New reservations, “2” selection, most likely to get the the Oregon call center

Also if you press 1 you will wait at least *3 time than if you choose 2 ...

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