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Terrible phone representative service


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We are loyal RCL customers. Cruising to platinum in less than our first year and that was 3 years ago. Today we received the worst phone service from the casino department. They quoted prices and then when we called back 15 minutes later with everyone's passport name and DOB the price had doubled. We waited on hold for 2 hours to be told that they would not honor the price we were quoted. No supervisors were available. The phone representative was not at all concerned when I could hear him as there was so much noise in the background. 

Update from a few days ago. I was asked what time would be good for a supervisor to call me back in 24 hours. The time of 10:30 the following day was agreed upon. Waited by the phone and no call. Still no call 2 days later. Seriously RCCL?

2nd update: We did get a call back from the casino department and the gentleman handling the situation more than made up for the above detailed debacle. He was courteous, concerned and efficient. We are so happy that our opinion of Royal Caribbean as a company and casino department of exceptional customer service has been restored. Thank you RCCL! You are still our #1.

 

Edited by p cusack
problem solved in Royal Fashion happy to say!
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3 hours ago, p cusack said:

We are loyal RCL customers. Cruising to platinum in less than our first year and that was 3 years ago. Today we received the worst phone service from the casino department. They quoted prices and then when we called back 15 minutes later with everyone's passport name and DOB the price had doubled. We waited on hold for 2 hours to be told that they would not honor the price we were quoted. No supervisors were available. The phone representative was not at all concerned when I could hear him as there was so much noise in the background. 

 

This Is sadly very common with Casino Royale reps.. Just an FYI for next time. If you get someone on the phone and they give you a deal you like do not wait. Book Immediately. I understand you needed everyones info but next time have it in advance because this is very common for Club Royale. It all depends on who you get on the phone. And one person can offer a wonderful deal and the next person will not honor it. Its not fair but it is the way it is with them. 

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I can attest to the call back sentiment. I called and was horrified by the representative, I was not comfortable with him didling with my reservation. His answer to my question was not sitting well. I was kind and ended the call, then called right back! The next representative was amazing, my inquiry was answered in seconds....always be kind, but hang up and try again. It is amazing how different the reps can be, just night and day! I did this because the amazing friends on this blog educated me, so appreciative.!!!!!!

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LOL.  I call this "dialing for yes."  If I get an obviously clueless CSR or next-level-up, I'll thank them for their time and call back and roll the dice again.

FWIW: I've found the Casino Royale reps to be pretty on top of their game.  Call usually answered in under 2 minutes and I usually get a very competent person on the other end of the line.  I don't know if my CR status confers any extra consideration, but my default is to always call the Casino Royale # first since they've always done a good job at handling requests.

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I agree that the CR reps are usually more competent than the “regulars”...but you get a stinker every once in a while.

So...since we’re on the subject of casino comps, does anyone know whether or not we will be getting a new Prime annual comp on 4-1-21 ?  I asked this question over on CC and got definitive answers - both “yes” and “no”.

I know that our current comp cruises are good through 3-31-22 but I don’t know if we will get new comps next year or not.  I sure hope we do.  I need them !

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I have found one of the "Oregon" reps that I really like. I said to her I wish I could always deal with you. She said take my email address and anytime you need me email me and that way I can call you and get you booked.. So if you find a rep you really like try that and see if they will give you their email address.. 

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18 minutes ago, AGSLC5 said:

I have found one of the "Oregon" reps that I really like. I said to her I wish I could always deal with you. She said take my email address and anytime you need me email me and that way I can call you and get you booked.. So if you find a rep you really like try that and see if they will give you their email address.. 

I’m surprised that she gave you her email address.  That’s pretty rare.  You’re lucky. Hopefully she will hang around. The good ones have a way of disappearing, unfortunately.

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12 hours ago, WAAAYTOOO said:

I’m surprised that she gave you her email address.  That’s pretty rare.  You’re lucky. Hopefully she will hang around. The good ones have a way of disappearing, unfortunately.

I was also surprised lol but when I thought about it when I used to call to find out which ships qualified for which offer they would email it to me thus I would have their email address anyway lol so to me its no different than that but still she is very nice and easy to deal with. 

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18 minutes ago, PPPJJ-GCVAB said:

Hmmm just sitting here wondering what it takes to get to the point of receiving Casino offers and comps!  🤑🎰   Anyone got any tips for me??   I think I have a long way to go!!!    

Its very simple. You have to spend a lot of money in the casino. I would say on a 3 night cruise you need to spend between 1,000-2,000 dollars... So you see its not really free we just pay for our cruises by gambling instead of the traditional way lol. 

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10 minutes ago, AGSLC5 said:

Its very simple. You have to spend a lot of money in the casino. I would say on a 3 night cruise you need to spend between 1,000-2,000 dollars... So you see its not really free we just pay for our cruises by gambling instead of the traditional way lol. 

Got it...thanks for this info.  So I am going to assume my April 2021 cruise will happen and start socking away some "play" money now.  I assume it doesn't matter whether it's table games or slots, right?  

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9 minutes ago, PPPJJ-GCVAB said:

Got it...thanks for this info.  So I am going to assume my April 2021 cruise will happen and start socking away some "play" money now.  I assume it doesn't matter whether it's table games or slots, right?  

You get points for both but the accounting for points on table games is very subjective and not straightforward like the slots.  

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1 minute ago, PPPJJ-GCVAB said:

Got it...thanks for this info.  So I am going to assume my April 2021 cruise will happen and start socking away some "play" money now.  I assume it doesn't matter whether it's table games or slots, right?  

Actually, your fastest way to Club Royale royalty is slots.  You get more bang for your buck with slots than you do with table games.  Even though both Dan and I hate slots, we established our membership in Club Royale (back when you had to "qualify"...many years ago) by playing the video blackjack machines (which no longer exist) on Allure.  I'm pretty sure that's the last dime I ever put into a Royal Caribbean slot machine.  Unless you are making very very large wagers ($100 plus per hand), the table games will probably not get you where you want to be, quickly.  If you are on a 3 or 4 night NAV cruise, I think you would find it very difficult to qualify for Prime level without putting a good bit of money (and probably lots of hours) through the slot machines.  The good news is, qualifying points are cumulative, so even if you do not make Prime on your first cruise, your points will follow you to your next cruise and continue to build until you reach 2400 points (I think that's still what it takes...) to make Prime level.  Once you make Prime, you're good-to-go...you will get 1 free casino comp cruise per program year (which runs from 1 April of one year through 31 March of the following year), free drinks in the casino and waiver of the 5% "convenience fee" when getting money on your Seapass card at the casino.  Unfortunately, you are required (these days) to requalify every year, so when 1 April rolls around, your points are wiped out and you have to start all over again.  I liked the old system better...when you were "in" for life.

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1 minute ago, PPPJJ-GCVAB said:

Good to know!!!  Thanks so much

No problem.  If you can rack up 2400 points on a sailing you earn a free cruise.  You'll also qualify to earn a annual free cruise for hitting Casino Royale prime level (2400 points in the casino year April-March).  Points on slots is $5 = 1 point.  So at a maximum that's $12,000 if you win nothing at all.  But typically you're winning and then playing the winnings which still counts as money played.

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9 minutes ago, WAAAYTOOO said:

Actually, your fastest way to Club Royale royalty is slots.  You get more bang for your buck with slots than you do with table games.  Even though both Dan and I hate slots, we established our membership in Club Royale (back when you had to "qualify"...many years ago) by playing the video blackjack machines (which no longer exist) on Allure.  I'm pretty sure that's the last dime I ever put into a Royal Caribbean slot machine.  Unless you are making very very large wagers ($100 plus per hand), the table games will probably not get you where you want to be, quickly.  If you are on a 3 or 4 night NAV cruise, I think you would find it very difficult to qualify for Prime level without putting a good bit of money (and probably lots of hours) through the slot machines.  The good news is, qualifying points are cumulative, so even if you do not make Prime on your first cruise, your points will follow you to your next cruise and continue to build until you reach 2400 points (I think that's still what it takes...) to make Prime level.  Once you make Prime, you're good-to-go...you will get 1 free casino comp cruise per program year (which runs from 1 April of one year through 31 March of the following year), free drinks in the casino and waiver of the 5% "convenience fee" when getting money on your Seapass card at the casino.  Unfortunately, you are required (these days) to requalify every year, so when 1 April rolls around, your points are wiped out and you have to start all over again.  I liked the old system better...when you were "in" for life.

Ok...lots to consider!!  Might have to wait until my hubby retires later next year so I can start planning more than one cruise/year...and of course, talk him into going with me!!  

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4 hours ago, PPPJJ-GCVAB said:

Got it...thanks for this info.  So I am going to assume my April 2021 cruise will happen and start socking away some "play" money now.  I assume it doesn't matter whether it's table games or slots, right?  

Like everyone explained slots will get you there faster but I don't like slots that much. I don't ever really win lol. I am a table game person and last year on my birthday cruise which was only a 3 nighter I got about 2500 points but I basically spend 3 days in the casino at all times and I lost like $3000.. So yes it could possibly take a significant investment. Recently since there have been no cruises and I keep going to Vegas I have switched from playing blackjack to Pai Gow Poker. I lose less money in that game so easier on my budget but I don't think cruise ships have that game so once cruising comes back I will have to go back to blackjack. 

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