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BethGR

MyVegas Revised Cuba Cruises

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Was anyone else booked on the June / July Majesty of the Seas sailings, via redeeming MyVegas points?  These were initially going to Cuba, with a revised itinerary to Nassau & CocoCay due to the cancellation of all Cuba travel. Should be nice but was SO looking forward to Cuba.

I got an email, as did some others who have July sailings, saying that we could cancel the cruise or get OBC because of the changed itineraries.  They gave us a very specific # of the OBC amount, and said it could be used for anything on board.  Note - the email was sent by Casino Royale.

Just wondering how this is all shaking out for people that are actually ON or have RETURNED from one of these MyVegas points cruises. Did the OBC show up ok? 

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38 minutes ago, CruisinForABruisin said:

First thing I'm doing is going to guest services to make sure they give me what they said on the phone. The figure they gave me at the beginning of the call was significantly different than what it ended at.

When is your cruise?  And was it a MyVegas points redemption?  Did you get a letter / email stating the amount?  Did you talk w/ Club Royale?

I don't mean to be greedy, but we were initially going to cancel due to the itinerary change.  I would have saved our points for something else, as well as our money (since we'll still be spending quite a bit on airfare, food (in travel, in port, etc.), parking at airport, etc.) for another larger ship / different itinerary.  But the offer of OBC persuaded us to stay!

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3 hours ago, monctonguy said:

Wouldn't your OBC show in your booking?

 

Or some kinda confirmation from Royal. If your going to wait to get on the ship to confirm with guest services and something goes wrong....

No. They said specifically that there is no confirmation number,  and the credits won't show up til you board, so you unfortunately cannot use it in the cruiseplanner.

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3 hours ago, BethGR said:

When is your cruise?  And was it a MyVegas points redemption?  Did you get a letter / email stating the amount?  Did you talk w/ Club Royale?

I don't mean to be greedy, but we were initially going to cancel due to the itinerary change.  I would have saved our points for something else, as well as our money (since we'll still be spending quite a bit on airfare, food (in travel, in port, etc.), parking at airport, etc.) for another larger ship / different itinerary.  But the offer of OBC persuaded us to stay!

So I called royal direct right after it was announced the June 19th sailing got switched to Costa maya, we were super bummed about it. We were definitely hoping for coco cay. I raised hell for a while because they initially said I was only going to get 50% of what we paid (port fees and tax). Long story short, and several managers conferenced in later, they gave us over $900, which was what 50% of the myvegas breakdown was. Eased the pain of having to be at Costa maya instead of Havana. 

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On 6/13/2019 at 6:16 PM, CruisinForABruisin said:

So I called royal direct right after it was announced the June 19th sailing got switched to Costa maya, we were super bummed about it. We were definitely hoping for coco cay. I raised hell for a while because they initially said I was only going to get 50% of what we paid (port fees and tax). Long story short, and several managers conferenced in later, they gave us over $900, which was what 50% of the myvegas breakdown was. Eased the pain of having to be at Costa maya instead of Havana. 

So can you post your experience upon boarding?  If things go smoothly?  

Did you call Royal Caribbean or Club Royale?

I have a letter that states what we will be getting, but I just fear getting there and the $$ not actually showing up in our OBC account.  

Thanks!

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Just now, BethGR said:

So can you post your experience upon boarding?  If things go smoothly?  

Did you call Royal Caribbean or Club Royale?

I have a letter that states what we will be getting, but I just fear getting there and the $$ not actually showing up in our OBC account.  

Thanks!

I leave Wednesday,  I can update that night after I go to guest services 

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41 minutes ago, CruisinForABruisin said:

So they are saying the credit won't show up until tomorrow,  I'll update post cruise

But they at least knew what you were talking about?  That's a good sign!  Good luck and have a GREAT time!

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It was like pulling teeth. Arguments with the front desk and casino host until day 4. Felt like a dick when I was losing my patience, but for 3 days, they said I wasnt going to get one. Luckily, one employee named cristobal got through to Miami and got it sorted out. Added stress to an already stressful trip after weather destroyed our flight plans, and a sudden change swapped Costa maya and cozumel days, causing us to lose our reservation at sanchos.

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1 hour ago, CruisinForABruisin said:

It was like pulling teeth. Arguments with the front desk and casino host until day 4. Felt like a dick when I was losing my patience, but for 3 days, they said I wasnt going to get one. Luckily, one employee named cristobal got through to Miami and got it sorted out. Added stress to an already stressful trip after weather destroyed our flight plans, and a sudden change swapped Costa maya and cozumel days, causing us to lose our reservation at sanchos.

I think this is really interesting, as others who are on board now are having to "argue" their way through this all, with the same type of confusion - first - I don't know what you're talking about, then meetings, calls back to Miami, still giving less than promised, more arguments, etc.  AND, it seems that Cristobal has been a part of several of these discussions.  C'mon dude, stop playing dumb and SOLVE this the first time someone approaches you with this issue!  As it's going to keep happening over the next few weeks!  

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If you booked your cruise through MyVegas/Club Royale, contact Club Royale via wifi calling. Request them to contact the ship's guest services to confirm the onboard credit owed to you. If Club Royale tells you to speak to Guest Services first, tell them they told you to speak with them. The employees at Guest Services are trying their best but it seems like they don't have the directive from Royal HQ to give out thr promised OBC owed. It's unfortunate and disappointing. Hope this helps! 

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So I got an email response saying not to worry, everything is good to go for my trip and the OBC.  BUT no specific mention of amount, nothing that says if it is a split between true "use it anywhere" on board credit and casino freeplay (as some are experiencing.)

I'm printing all of this out, tho we shall see if it actually works!  We board on Monday.

 

Dear Beth,
 
Thank you for contacting Club Royale! Please let us be the first to wish you a happy anniversary! 
 
We have reviewed your reservation XXXXX and made sure it is prepared for our onboard guest services team to apply your credit. There should be no issue for you, as your reservation has the proper codes added to it already. 
 
Please enjoy your cruise and let us know if there is anything else we can help with! 
 
If we can be of further assistance, do not hesitate to call and speak with one of our Club Royale agents, toll-free, at 1-888-561-2234. We are available from 8:00 am to 10:00 pm, Monday through Friday EST, and from 9:00 am to 5:30 pm, Saturday and Sunday EST. You may also reach us at [email protected]rccl.com. If you would like to view your available offers online, please visit www.clubroyaleoffers.com. When responding to this e-mail, please “reply with history”.
 
Kind Regards, 
 
Julie V.
Club Royale Coordinator| | Consumer Outreach
[email protected]rccl.com | phone: 1-888-561-2234

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11 hours ago, BethGR said:

I'm printing all of this out, tho we shall see if it actually works!  We board on Monday.

To save you time from the Guest Services line, go straight to the Casino Host.  Guest Services will just tell you Club Royale bookings is a separate dept.  Don't expect the credit to appear during your sailing.  I just received my credit and I got off the ship on June 29th.  Maybe they now have sorted everything out and are efficient in providing the credits.  Hope you enjoy your cruise!

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Am onboard Majesty now, with a couple of other MyVEGAS folks, at least. Have talked with both guest services and casino host (Kristina). Kristina said that it “should” post by tomorrow but she had no idea how much I would get but it would be “something.” And if it doesn’t post in my account, to circle back and find her. Who wants to put money on whether I’ll have money in my account tomorrow.....

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Got some OBC on day 2 but it’s less than half of what was promised. We checked with Guest Services and it had showed up. 

Still trying to work with Kristina, casino host, on any casino credit. She took a copy of the emails that were sent to me with the full promised amount and said she is “still working on it.” We are on day 4 of the cruise...

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18 minutes ago, BethinGr said:

Got some OBC on day 2 but it’s less than half of what was promised. We checked with Guest Services and it had showed up. 

Still trying to work with Kristina, casino host, on any casino credit. She took a copy of the emails that were sent to me with the full promised amount and said she is “still working on it.” We are on day 4 of the cruise...

Be prepared to now work with Club Royale Customer Outreach team post-cruise.  Enjoy the rest of your cruise.   

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We GOT it, pretty darn close to the full amount they promised us. 

And you know what did it? I reached out to RCCL on Twitter! The issue was resolved within a few hours and we got a call from Kristina saying that we’d receive the rest of the OBC in casino credit. That was fine - the hubs was able to convert almost all of the promo chips into “real money” within a couple of hours of play. Hooray!

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It is really amazing how many times this has been a problem.  It is really strange how it seems that every cruise has to reinvent the wheel.  In my case it took literally hours on the phone and in meetings with multiple managers/officers, many of whom it seems were involved in latter instances of the wrong amount posting.  

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