Casino Royals Lied To me And locked me into an upgrade I paid for when it should have been free

[LazyLefteye]

Booked the symphony on the seas complimentary cruise I earned in the casino. 
An inside cabin at the tHe time was $3300. The casino host said I could upgrade for free if I saw any upgrade for less than that. 
 

I noticed today that for a balcony it is cheaper than 3300, the price originally for the inside cabin. It cost 2900 so I called to get the free upgrade like I was promised would happen. The woman was very rude to me and said the only way I upgrade is to pay and has the audacity to say I didn’t even pay for the cruise so $400 for the upgrade is nothing. 
 

I didn’t want to lose a balcony room, so i paid for it thinking I could fix it later. Well apparently, that was a huge mistake lol. When I called again, another customer service rep said that the casino host on the ship is right that I would have gotten the free upgrade, but because I paid the $400 for the upgrade, it’s now locked to that. I would have never ever in a million years paid for an upgrade if I knew that. The first person I spoke with didn’t mention that to me, and because she said she  didn’t see my initial cruise receipt, I had to pay.
 

I feel like I was taken advantage of. This person literally guilt tripped me by saying I got the cruise for free so I shouldn’t complain about $400. Now I’m finding out she could have given me the free upgrade but didn’t because as she said “I didn’t pay to begin with so what’s 400?” 
 

The fact of the matter is my free cruise now is $1200 less than it shows on my receipt and the upgrade room is $500 lees, but they conned me into laying $400? 
 

That’s $400 I could have spent in the casino. I don’t get it. Why rip me off? What did she have to gain? I have devoted way too much time trying to get this sorted out but I can never get through and when I do the connection is horrible, I get disconnected or I talk to someone who doesn’t speak fluent English. 
 

who can I talk to around there to get some help? 
 

Thanks. 

[Pattycruise]

1 hour ago, LazyLefteye said:

Booked the symphony on the seas complimentary cruise I earned in the casino. 
An inside cabin at the tHe time was $3300. The casino host said I could upgrade for free if I saw any upgrade for less than that. 
 

I noticed today that for a balcony it is cheaper than 3300, the price originally for the inside cabin. It cost 2900 so I called to get the free upgrade like I was promised would happen. The woman was very rude to me and said the only way I upgrade is to pay and has the audacity to say I didn’t even pay for the cruise so $400 for the upgrade is nothing. 
 

I didn’t want to lose a balcony room, so i paid for it thinking I could fix it later. Well apparently, that was a huge mistake lol. When I called again, another customer service rep said that the casino host on the ship is right that I would have gotten the free upgrade, but because I paid the $400 for the upgrade, it’s now locked to that. I would have never ever in a million years paid for an upgrade if I knew that. The first person I spoke with didn’t mention that to me, and because she said she  didn’t see my initial cruise receipt, I had to pay.
 

I feel like I was taken advantage of. This person literally guilt tripped me by saying I got the cruise for free so I shouldn’t complain about $400. Now I’m finding out she could have given me the free upgrade but didn’t because as she said “I didn’t pay to begin with so what’s 400?” 
 

The fact of the matter is my free cruise now is $1200 less than it shows on my receipt and the upgrade room is $500 lees, but they conned me into laying $400? 
 

That’s $400 I could have spent in the casino. I don’t get it. Why rip me off? What did she have to gain? I have devoted way too much time trying to get this sorted out but I can never get through and when I do the connection is horrible, I get disconnected or I talk to someone who doesn’t speak fluent English. 
 

who can I talk to around there to get some help? 
 

Thanks. 

get even. Go on the cruise and don't gamble!    I don't know how they figure things out but from reading these boards I have learned if you don't like an answer get off the phone and call back, you might get a customer service rep who gives you an answer you like

 

[bazingau]

Can you email Club Royale at clubroyale@rccl.com to see if they can connect you with a supervisor who can sort it out? Isn't this still under Cruise with Confidence? I wonder if you can cancel and start over?