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Repriced and Royal will not give lower fare.


Gblasingame
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I am a seasoned cruiser and booked directly with RC for a Junior suite.  I called RC and had my cruise repriced for several hundred dollars less than I paid.  I was told I would get a verification email within 14 days.  Email never came.  I called RC and spoke with an agent who confirmed my repriced amount and was told to just wait for it to go through their system.  Repriced email not recieved.  Another week goes by and I call again and was told the same thing.  Another week I call and ask for my request to be moved up to higher staff for resolution.  After 3 hours on the phone with RC they tell me they see my past  calls and my cruise was repriced, but they have no record of what the repriced amount was.  They refuse to give me any on board credit (I was told 3 different times I would get several hundred dollars as OBC).  They just say sorry we can't look up the price of your cabin on any past date.  I find that impossible to believe.  I WILL NEVER BOOK OR SAIL WITH ROYAL AGAIN. They have lost a repeat customer over a mistake they made.  Cruise with Confidence is a shame.  

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Strange. I re-price often. I never had a problem doing it. I call the number and speak to an agent and it’s handled quickly. The only time I have been put on hold was when I had applied an FCC to the original booking. Otherwise, it’s done within a minute by the agent. Two months ago, I re-priced three future cruises with the same call. All were done immediately. Each time a new confirmation was sent to my email. As soon as I hung up, I opened the emails and printed the confirmations. 

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6 minutes ago, BrianB said:

Strange. I re-price often. I never had a problem doing it. I call the number and speak to an agent and it’s handled quickly. The only time I have been put on hold was when I had applied an FCC to the original booking. Otherwise, it’s done within a minute by the agent. Two months ago, I re-priced three future cruises with the same call. All were done immediately. Each time a new confirmation was sent to my email. As soon as I hung up, I opened the emails and printed the confirmations. 

My experiences are exactly the same.  Never have had to wait for re-pricing to take effect, it happens immediately and new receipt is emailed and I open and confirm before I hang up.  

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We cruise quite a bit so I make a lot of calls regarding repricing and normally I have not had any issues until a few weeks ago. I had 2 cruises booked thru the Casino (still RC) but when I called about new price the casino agent told me he did not have the same price as I was seeing on the RC website (I do a mock booking with same conditions to confirm the lower price) I kept insisting so he said that he would pass the information to his supervisor and in 24 it would be resolved. I called the next day and the new agent told me that she could see I spoke with the other agent regarding the price drop but no info on pricing or anything...I asked to speak with a supervisor and they told me that they checked and the price today was higher than what I paid so they could do nothing....

I was quite mad as between the 2 bookings the reduction was over $560US. I did not take a screen capture of the price drop because the first agent assured me it would be resolved in 24 hours...big mistake....it wont happen again.

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Repriced three times and the new invoices came immediately. However i booked a excursion pre-cruise but later cancelled it. One day later they took money out of the fully paid cruise fare to refund for the excursion… and then sent me a email saying i now have a balance due and it’s already past final due date. Always some morons working in the billing department….

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I guess so far I’ve been lucky with re-pricing my bookings that have FCCs applied. Just the one time I was put on hold while the agent checked with her ‘colleague’ in the FCC department. But it only took about ten minutes for her to come back on and say it was done. Again, the email confirmation was there immediately. No back end stuff. Maybe as more and more bookings are happening, they’re getting overwhelmed with their process and need to tweak it to prevent these issues. I hope they do because mistakes can strain the ‘Loyal to Royal’ relationship. Also, I haven’t had any cruises through Casinos at Sea because I’m not much of a gambler (or so I tell myself). 
I think if I started having problems dealing with RC directly, especially if I didn’t have the time to put into it, I would probably get a good TA to do all this legwork for me. I hear nothing but good things about MEI. But…so far, so good!

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10 hours ago, Rob&Ana said:

We cruise quite a bit so I make a lot of calls regarding repricing and normally I have not had any issues until a few weeks ago. I had 2 cruises booked thru the Casino (still RC) but when I called about new price the casino agent told me he did not have the same price as I was seeing on the RC website (I do a mock booking with same conditions to confirm the lower price) I kept insisting so he said that he would pass the information to his supervisor and in 24 it would be resolved. I called the next day and the new agent told me that she could see I spoke with the other agent regarding the price drop but no info on pricing or anything...I asked to speak with a supervisor and they told me that they checked and the price today was higher than what I paid so they could do nothing....

I was quite mad as between the 2 bookings the reduction was over $560US. I did not take a screen capture of the price drop because the first agent assured me it would be resolved in 24 hours...big mistake....it wont happen again.

I had something similar happen on a casino booking not long ago.  It turned out that the casino agent was not applying all of the discounts.  It took me a while to convince her that she needed to look at the discounts, but in the end, she applied all of them and guess what ??  Sure enough, a small price reduction !!

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17 hours ago, Rob&Ana said:

We cruise quite a bit so I make a lot of calls regarding repricing and normally I have not had any issues until a few weeks ago. I had 2 cruises booked thru the Casino (still RC) but when I called about new price the casino agent told me he did not have the same price as I was seeing on the RC website (I do a mock booking with same conditions to confirm the lower price) I kept insisting so he said that he would pass the information to his supervisor and in 24 it would be resolved. I called the next day and the new agent told me that she could see I spoke with the other agent regarding the price drop but no info on pricing or anything...I asked to speak with a supervisor and they told me that they checked and the price today was higher than what I paid so they could do nothing....

I was quite mad as between the 2 bookings the reduction was over $560US. I did not take a screen capture of the price drop because the first agent assured me it would be resolved in 24 hours...big mistake....it wont happen again.

Two weeks ago, I found a good better price and contacted RCCL to get it re-priced. The rep told me that it would be higher price if she did it. I asked her to try anyway and she then told me that I wasn't eligible. I asked her why since I didn't think it was for specific group rates or anything. It was the new promotion. She refused to change it so I asked her to cancel it since my reservations were refundable. She said it would take 2 weeks to post (and sometimes could take 30 days depending on my bank). I asked her for a confirmation and she said they don't provided those.

Now, I'm concerned that my reservation was indeed cancelled, but I won't get my refund. 

How long do they usually take with refunding a refundable deposit? Did she tell me incorrectly that it would take 2 weeks?

After I got off the phone, I went ahead online and booked it with no issue at the lower price.

 

 

 

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On 11/10/2021 at 8:24 AM, WAAAYTOOO said:

I had something similar happen on a casino booking not long ago.  It turned out that the casino agent was not applying all of the discounts.  It took me a while to convince her that she needed to look at the discounts, but in the end, she applied all of them and guess what ??  Sure enough, a small price reduction !!

This happened to me again last night.  Same exact scenario.  I knew there was a price reduction but the agent insisted I already had a lower price. I finally got her to look closely at the promotions and of course, she has not applied one of them.  In the end, another price reduction (#5) for this Christmas 2022 cruise on Oasis.

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21 minutes ago, WAAAYTOOO said:

This happened to me again last night.  Same exact scenario.  I knew there was a price reduction but the agent insisted I already had a lower price. I finally got her to look closely at the promotions and of course, she has not applied one of them.  In the end, another price reduction (#5) for this Christmas 2022 cruise on Oasis.

And I am crossing fingers toes and eyeballs that you will be on that cruise!!!🤞🏻

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