Did you lose Crown & Anchor Points

[DebsGlass]

We returned from our Explorer of the Seas cruise April 3rd, had a great cruise. When I got my email from RCCL it stated my C&R points were added.  I only got 7 points instead of the 14 (double, I and Gold member) and all my other points disappeared.  I try calling but stay on hold for 20-30 mins each time. Has this happened to others?

[SpeedNoodles]

Was this your first cruise? (If so, the double points don't count, as you would have had to have been Gold when you made the booking).

If not, call the Crown and Anchor Membership office directly at 800-526-9723.  Your wait times will likely be shorter.  Wait times are long these days, unfortunately.  

[Matt]

If you had more points before your Explorer cruise and they aren't showing, I'd give it a day just to ensure this isn't Royal Caribbean's website being temporarily wonky.

But if your total doesnt match up for what you expect after Explorer, then a call to C&A would be the next step.

[DebsGlass]

Ok mystery solved.  I have 2 crown and anchor numbers.  They were supposed to have fixed that the last time I called. Evidently not.  So I had them change things and now it shows.  I did not get double points because we booked after Sept 30.  Thanks for your help.

[osok]

Glad you were able to get resolution.  My problem is they keep changing one of my 7 day cruises from 7 to 1 point.  I call 3 times to get corrected over a month period.  How 2 months later one of my other 7 day cruises if showing 1 point.  So let the call begin and hope it does not take 3 over a month.

[LizR.]

Severe problems with C&A. Husband has lost more than 20 points and is now showing Diamond Status, when he is Diamond Plus and I have lost 14 points since yesterday. We do not live in the US so calling is not an option and Royal Caribbean is ignoring my mails. A great way to treat loyal customers,not!

[joandavidson17813]

I’m having similar Issue I am missing 7 points from our very first cruise on the Granduer .

 my account shows the Granduer and dates we sailed under past Cruises, But somehow they’re not totalled correctly.

Spoke to crown &Anchor customer service on the phone and they say I need proof . I’ve not got the receipts from 2010. I’m totally confused 🫤 

I shouldn’t need to constantly keep chasing this up, I copied &pasted a screenshot from my RC past cruises and emailed them with it, they haven’t had the courtesy to

acknowledge!  Surely someone at RC can fix this.? 

 

Regards

Joan

[Pattycruise]

On 9/25/2022 at 12:12 PM, LizR. said:

Severe problems with C&A. Husband has lost more than 20 points and is now showing Diamond Status, when he is Diamond Plus and I have lost 14 points since yesterday. We do not live in the US so calling is not an option and Royal Caribbean is ignoring my mails. A great way to treat loyal customers,not!

I had read of someone in England making calls via the Skype app.....not sure how it works but might be something to look into

[Cactus527]

12 hours ago, joandavidson17813 said:

I’m having similar Issue I am missing 7 points from our very first cruise on the Granduer .

 my account shows the Granduer and dates we sailed under past Cruises, But somehow they’re not totalled correctly.

Spoke to crown &Anchor customer service on the phone and they say I need proof . I’ve not got the receipts from 2010. I’m totally confused 🫤 

I shouldn’t need to constantly keep chasing this up, I copied &pasted a screenshot from my RC past cruises and emailed them with it, they haven’t had the courtesy to

acknowledge!  Surely someone at RC can fix this.? 

 

Regards

Joan

Somewhere around 2010? 2011? I can't remember anymore, Royal Caribbean changed how they do the C & A points. I know that my cruise from 2005 got double points but would nowadays not. I wonder if that might be the case with your Grandeur sailing? 

[Vancity Cruiser]

I thought someone found some points on the lido and was trying to return them to their rightful owner

[deep1]

Don't get me started... C+A misplaced 14 years and 40 points on me. I was emerald a few years back then kicked back to gold. Been gold twice, currently platinum for the second time.  Finally one of their agents figured it out that "Somebody" deleted my account and started a new one in May of 2017????? A couple of the old ones were found several weren't. I have submitted casino chip collection, my previous platinum and emerald pins, and photos. All falls on deaf ears and each time it seems like we have to start all over again. I'm at the point that I no longer care...  I have dealt with a few good people who cared and others that were flat insulting. If it gets fixed , "yay". If not it really doesn't matter.  Fiance' and I don't drink so the freebies mean nothing. 

 

[Bruin Steve]

RCCL's accounting has been messed up from time immemorial...

Way, way back in the 80s, I cruised at least two or three times on the old Viking Serenade...Those cruises don't show up anywhere...OTOH, I am credited on the RCCL website with two cruises in 1970 that I am certain I was never on.  I asked someone at RCCL and they told me that their records from that long back are just so incomplete and unreliable that this was how they handled it.  They know I cruised with them...they just have no clue how many times, on what ship or when...So, they arbitrarily credited me with those two 1970 cruises--knowing full well they were incorrect. My attitude has been to just leave well enough alone.  It matters little.  I've gotten all the way to Diamond Plus...maybe a cruise or two late but I am okay with it...AND I'll likely NEVER get to Pinnacle so a few more points would matter little...

[WAYNO]

This saga continues.  We recently achieved Diamond Plus, or should have.  Our Sea Pass and C&A does not agree, so we receive no Diamond Plus benefits on the cruise my Wife is on right now.  We have the points, we have the proof, and even the Diamond Concierge admits to this.  But she does not have the authority to correct this dilemma.  Their authority continually changes.  Two cruises ago, on the same ship, that Concierge was able to make a similar correction that was due at that point. 

 

Too many times, our total points have been incorrect.  As soon as we finally get things corrected, subsequent cruise points are conveniently not added, or incorrectly added, to our total.  So we are always in a deficit. 

 

So, since the concierge can't fix it, and customer service never answers us, I wrote another letter to the CEO. 

My point is...  Watch your totals and get on it right away when they are incorrect. 

[Mturk]

I've noticed that it usually takes about week for the points to update on the app and on the website. We got off Voyager last Sunday so was fully expecting to see the points in my account this morning. Opened the app and the point total hasn't changed so I went to the website and sure enough the points haven't updated there too. However, when I check the "past cruises" tab, I do see last week's cruise with the 14 points I earned but it's just not reflecting in the total.

[WAAAYTOOO]

We have a points issue as well.  We went to chat with the Loyalty Ambassador on OA last week.  She confirmed that the higher point total that was reflected in the app vs the lower point total on the website, was correct.  She also found that Dan had 5 separate C&A sub accounts . She said she was going to merge all of those accounts and his points and mine should be the same.  Nope.  Hasn’t happened yet.  I think I might pay her another visit next week and see how long it’s supposed to take to get all of this reconciled.  Silly that they can’t fix this kind of nonsense.  At the end of next week’s B3B on OA we should hit 600 points but if this isn’t corrected we will not reach that number….a psychological barrier that we had been so happy to surpass…maybe.

[Rackham]

From comments here and elsewhere concerning Royal's ability to accurately track and award C&A points, what I've been doing is the following:

• Keeping a spreadsheet with the ship, sail date, reservation number, and C&A points earned that should have been earned (there's more to the workbook, but this is the relevant information if there's an issue).
• Retaining the Seapass for each sailing so there's physical proof of being aboard.
• Speaking to the Loyalty Ambassador aboard if there's anything off once aboard the ship.

This policy has already corrected an issue where my C&A number was unlinked from the reservation somehow; the Loyalty Ambassador was able to quickly fix the issue aboard Anthem. She also appeared confused as apparently the number was there on the shoreside reservation, but the computer wasn't doing whatever it was supposed to with the onboard account (if I'm recalling her quick explanation correctly). And this was only my 4th time sailing with Royal.

I'm also seeing what Mturk mentioned about the points. Typically the points appear with my previous sailing approximately 7 days after disembarkation, and then the C&A point total updates itself to the new balance randomly within 48 hours afterwards. So points appearing today mean the grand total points should update between today (Saturday) and Monday evening.

[WAYNO]

56 minutes ago, Rackham said:

From comments here and elsewhere concerning Royal's ability to accurately track and award C&A points, what I've been doing is the following:

• Keeping a spreadsheet with the ship, sail date, reservation number, and C&A points earned that should have been earned (there's more to the workbook, but this is the relevant information if there's an issue).
• Retaining the Seapass for each sailing so there's physical proof of being aboard.
• Speaking to the Loyalty Ambassador aboard if there's anything off once aboard the ship.

This policy has already corrected an issue where my C&A number was unlinked from the reservation somehow; the Loyalty Ambassador was able to quickly fix the issue aboard Anthem. She also appeared confused as apparently the number was there on the shoreside reservation, but the computer wasn't doing whatever it was supposed to with the onboard account (if I'm recalling her quick explanation correctly). And this was only my 4th time sailing with Royal.

I'm also seeing what Mturk mentioned about the points. Typically the points appear with my previous sailing approximately 7 days after disembarkation, and then the C&A point total updates itself to the new balance randomly within 48 hours afterwards. So points appearing today mean the grand total points should update between today (Saturday) and Monday evening.

Sounds good, and I also do all of this.  Still doesn't work for me.

  The concierge admits to us having all the points we claim, but she, at least on this cruise, does not have the authority to correct the point total.  So, they admit we should be a Diamond Plus, but they will not do any correction, even temporarily.  It probably doesn't matter, other than the very few perks Diamond Plus gives us.  Diamond Plus offers preferred seating in some of the shows on some ships.  And an extra drink per day, but ironically, we don't drink.

[MaryCS62]

I can't see my C&A points on the website, and if they're on the app, I can't find them.  We were able to get points from our honeymoon cruise in 1988, however -- in the photo album I had from there, I included our tickets and other things from the cruise.  Several years ago, DH called them, and they said scan & email the info and they would credit it - and they did!

[teddy]

I had problems with there being different spellings of my last name.  Each of the spellings had points under it. The total was correct, but depending on which spelling was being used, I was either Gold , Platinum, or Emerald.  I received Platinum pins twice   

Our travel agent tried to fix it but Royal told her that I had to do it.  When I called, Royal told me our travel agent had to do it. 
 

After three visits to the Loyalty Ambassador on three different ships, the points were combined under one spelling of my last name. 
 

Thankfully I haven’t had any issues since we became Diamond, but we have to double check the spelling every time we book. 

[Mturk]

6 hours ago, Mturk said:

I've noticed that it usually takes about week for the points to update on the app and on the website. We got off Voyager last Sunday so was fully expecting to see the points in my account this morning. Opened the app and the point total hasn't changed so I went to the website and sure enough the points haven't updated there too. However, when I check the "past cruises" tab, I do see last week's cruise with the 14 points I earned but it's just not reflecting in the total.

Update

Just checked the app and online and both are now showing the correct points balance! 

[AshleyDillo]

8 hours ago, WAYNO said:

This saga continues.  We recently achieved Diamond Plus, or should have.  Our Sea Pass and C&A does not agree, so we receive no Diamond Plus benefits on the cruise my Wife is on right now.  We have the points, we have the proof, and even the Diamond Concierge admits to this.  But she does not have the authority to correct this dilemma.  Their authority continually changes. 

When I made D+ the Loyalty Ambassador gave me a sticker. I had gotten off a cruise that put me over only a few days prior to boarding this one so the points hadn't shown up yet. She did something and made it so my internet perk showed up as well. I had looked when I first boarded and only had 1 free day, but she definitely changed something so I had 2 free days showing.

[Atlantix2000]

8 hours ago, WAAAYTOOO said:

We have a points issue as well.  We went to chat with the Loyalty Ambassador on OA last week.  She confirmed that the higher point total that was reflected in the app vs the lower point total on the website, was correct.  She also found that Dan had 5 separate C&A sub accounts . She said she was going to merge all of those accounts and his points and mine should be the same.  Nope.  Hasn’t happened yet.  I think I might pay her another visit next week and see how long it’s supposed to take to get all of this reconciled.  Silly that they can’t fix this kind of nonsense.  At the end of next week’s B3B on OA we should hit 600 points but if this isn’t corrected we will not reach that number….a psychological barrier that we had been so happy to surpass…maybe.

If I recall, you also have an issue with not getting emails from Royal.  Perhaps it has something to do with those multiple C&A sub accounts.  Recently, someone posted about figuring out that they weren't getting Casino offers because their email was associated with multiple people's accounts.  If Dan's email is associated with all those sub accounts, maybe that triggers the same situation?  And what the hell is a sub account anyway?

[WAYNO]

On 3/11/2023 at 8:26 AM, WAYNO said:

This saga continues.  We recently achieved Diamond Plus, or should have.  Our Sea Pass and C&A does not agree, so we receive no Diamond Plus benefits on the cruise my Wife is on right now.  We have the points, we have the proof, and even the Diamond Concierge admits to this.  But she does not have the authority to correct this dilemma.  Their authority continually changes.  Two cruises ago, on the same ship, that Concierge was able to make a similar correction that was due at that point. 

 

Too many times, our total points have been incorrect.  As soon as we finally get things corrected, subsequent cruise points are conveniently not added, or incorrectly added, to our total.  So we are always in a deficit. 

 

So, since the concierge can't fix it, and customer service never answers us, I wrote another letter to the CEO. 

My point is...  Watch your totals and get on it right away when they are incorrect. 

Update...  Royal no longer is allowing my Wife and I to share points.  We don't always cruise together, so they have taken away any points, from both of us, if we didn't earn them together in the same cabin.  On our latest cruise, my Wife booked a room separate from me, so we could bring family along.  She is not given credit for my room, nor do I get credit for her room.  Bottom line, in the stroke of a keyboard, they've taken 14 points away from me.     I'm tired.  They win.

[Riley]

27 minutes ago, WAYNO said:

Update...  Royal no longer is allowing my Wife and I to share points.  We don't always cruise together, so they have taken away any points, from both of us, if we didn't earn them together in the same cabin.  On our latest cruise, my Wife booked a room separate from me, so we could bring family along.  She is not given credit for my room, nor do I get credit for her room.  Bottom line, in the stroke of a keyboard, they've taken 14 points away from me.     I'm tired.  They win.

Fighting the good fight is tough!

If I am reading your note correctly, you booked two cabins, so each of you should have gotten your individual points. You would not have also gotten each others' points - a 7-day cruise would result in 7 points if you shared a cabin with another person (regardless of whether it was your wife or not) or 14 points if you sailed solo. BUT you would not have gotten your wife's points added. Status is determined by whichever spouse has a greater number of points - the Dearly Beloved has more points so I get to use her status (even if I'm solo) BUT if I am solo the points awarded accrue to me, not to her. Does that make sense?

[Chuck586]

Is it me or does Royal have a surprising number of computer or technical issues?  Between the double bookings, wonky calculations for the cruise fares and now the inability to keep track of loyalty points I think it might be time to send the tech department to a dry dock.  Seems like they are running the company on a bunch of old Commodore Vic 20 computers and somebody can't keep track of all the floppy disks.

 

[WAYNO]

25 minutes ago, Riley said:

Fighting the good fight is tough!

If I am reading your note correctly, you booked two cabins, so each of you should have gotten your individual points. You would not have also gotten each others' points - a 7-day cruise would result in 7 points if you shared a cabin with another person (regardless of whether it was your wife or not) or 14 points if you sailed solo. BUT you would not have gotten your wife's points added. Status is determined by whichever spouse has a greater number of points - the Dearly Beloved has more points so I get to use her status (even if I'm solo) BUT if I am solo the points awarded accrue to me, not to her. Does that make sense?

Not really, but it no longer matters.  I understand, rules are rules, but for us, the rules have changed so often that I don't know what the most official rule change is the most correct. 

 

My wife and I both went into our previous cruise, each with 161 points shown by C&A.  That was after many discussions to get the points corrected to this number.  They agreed at that time!  Now, I'm down to 147, and I don't understand this either, they said because we didn't "share" a room, I also don't get credit for my last Jr. Suite, which on paper, I was solo.  See?  Whatever rules they're enforcing, they convolute it with other new rules.  And when I discuss these issues, either on-board with a concierge, on the phone, or via email, they never understand the points I am trying to make, and they insert more rules that have nothing to do with the discussion. 

 

Again, I give up.  I have no more hair to spare.  It is what it is.

[Ampurp85]

@WAYNO I think, if I am understanding you correctly, you are assuming that your points will match because you share status. That has not ever been the case. Being Diamond, D+ etc. in a status-based relationship means the person with the highest points will mark the status of the relationship. Example being you sailed a bunch solo and also with your wife, you have 167 points. You wife hasn't sailed with you and therefore she has 122 points. Your next cruise you book a solo room and she stays with the children. You get 14pt and she will get 7. You have 181 points and then are D+, so is your wife with 129 points. But if your wife was to sail solo in the room, she would have gotten to 136 points while you would have gotten to 174 points, making you short of D+. 

[Montemy2419]

On 3/11/2023 at 11:26 AM, WAYNO said:

This saga continues.  We recently achieved Diamond Plus, or should have.  Our Sea Pass and C&A does not agree, so we receive no Diamond Plus benefits on the cruise my Wife is on right now.  We have the points, we have the proof, and even the Diamond Concierge admits to this.  But she does not have the authority to correct this dilemma.  Their authority continually changes.  Two cruises ago, on the same ship, that Concierge was able to make a similar correction that was due at that point. 

 

Too many times, our total points have been incorrect.  As soon as we finally get things corrected, subsequent cruise points are conveniently not added, or incorrectly added, to our total.  So we are always in a deficit. 

 

So, since the concierge can't fix it, and customer service never answers us, I wrote another letter to the CEO. 

My point is...  Watch your totals and get on it right away when they are incorrect. 

My husband and I just reached Diamond level.  I checked my account and it listed every cruise and had the correct to total of 82 cruise points.  I pulled up my husbands account and it listed the most recent cruise we were on but didn't show the number of days for the cruise.  I ended up calling and the customer service rep had me sign out of my husbands account and then sign back in.  For some reason that worked and he told me that it's a glitch but that simple act was correcting most accounts that had the same problem.

[dustfsu]

If your parent's have been cruising Royal Caribbean for years and you don't really start cruising after you turn 18 on Royal, you don't get their Crown and Anchor status correct? You can only get what ever level they are at by cruising before you are 18, correct?

[AshleyDillo]

21 minutes ago, dustfsu said:

If your parent's have been cruising Royal Caribbean for years and you don't really start cruising after you turn 18 on Royal, you don't get their Crown and Anchor status correct? You can only get what ever level they are at by cruising before you are 18, correct?

Yes, the dependent relationship has to be established with C&A prior to age 18.

[Southern Waters]

On 3/11/2023 at 12:35 PM, MaryCS62 said:

I can't see my C&A points on the website, and if they're on the app, I can't find them. 

Same here.  I've looked everywhere on the app I can think of but don't see my C&A status/points, although my past cruises and the # of points awarded for each cruise does show up.  I always make sure my C&A # is on my reservation/invoice.  On the website using my PC, this message shows up on my sign-in page: "Sorry, we're unable to display your loyalty status and points right now.  Please check back later."  This message has been there for months now so they're not exactly jumping on the problem to get it fixed, but I'm at least 3 cruises away from moving up to the next level so there's no hurry in my case.   

 

[Ampurp85]

7 hours ago, Southern Waters said:

Same here.  I've looked everywhere on the app I can think of but don't see my C&A status/points, although my past cruises and the # of points awarded for each cruise does show up.  I always make sure my C&A # is on my reservation/invoice.  On the website using my PC, this message shows up on my sign-in page: "Sorry, we're unable to display your loyalty status and points right now.  Please check back later."  This message has been there for months now so they're not exactly jumping on the problem to get it fixed, but I'm at least 3 cruises away from moving up to the next level so there's no hurry in my case.   

 

If you sign out of your account and log back in the points should show up as correct. A bunch of us had this issue a couple of months ago. 

[Southern Waters]

On 3/18/2023 at 7:12 PM, Ampurp85 said:

If you sign out of your account and log back in the points should show up as correct. A bunch of us had this issue a couple of months ago. 

I clear my online browsing history on my PC every night, so I am logged out at the end of the day (at least on the website).  On the app, it's different because I guess I'm always logged in there. 

[brdjnr]

Im in same boat as @Southern Waters, I get that message on PC (logged out, used private browsing, etc) I still get same message. No points in app either.

We are late to the RC game and have a plan to hit Diamond on the number by a 2027 Alaska trip so I will be watching this somewhat closely.  We wont be able to lose a point.