Bruin Steve Posted November 21, 2022 Report Share Posted November 21, 2022 I've got three RCCL cruises coming up in the next 9 months. I have shore excursions purchased for two of the...all booked and paid for months ago. But, from experience, I know to constantly re-check the pricing...because RCCL often runs sales. Unfortunately, they won't just make an adjustment--you need to cancel and re-book. You end up paying a second time and also wait a month or two for the credit to come back onto your card. And, you run the risk that the excursion will sell out some time between canceling the excursion and completing the re-booking. So, over the past couple of days, I checked all of my excursions. Two of the excursions on my January Navigator cruise went down in price--but only $2 and $4 per person respectively--and I decided it wasn't worth messing with--just to save $12. But, on my April Symphony of the Seas Med cruise, one of my shore excursions went down a considerable amount. The "Cinque Terre Villages (Small Group)" shorex--that I purchased for $193.99 per person--was showing on the website for $159.99 pp. Definitely worth dealing with. I first figured I'd call and do it by phone--mostly because it was a little complicated since part of the booking was via OBC but the majority by Visa card. But the wait time on the RCCL number was 90 minutes plus! So, I went ahead to the website and first canceled the original booking. No problem--OBC was restored and rest was to be a credit back to my card. Then, I went to the excursion page...Price clearly said $159.99 per adult. Went through the process of booking...and, lo and behold, the price that showed up in my cart was $182.99 per person. I canceled and tried again--twice. Each time, the price showed as $159.99 but, when proceding to the payment page, it switched to $182.99. I finally just booked it anyway so as to not lose my place completely. I figured Customer Service could fix it. Then I called Royal Caribbean Customer Service. Waited a long time on hold and someone finally took the call. I explained the issue and the guy took a look at my reservation and at the website...and then said he didn't know how to fix it--but he'd get a Supervisor on the line...and put me back on hold. Ten minutes later he came back and said he'd transfer me..."hold on"...then a click and the phone went dead...Disconnected. I called back to RCCL. Again waited on hold. A different representative came on. I explained the issue once more. He took a look at the website...agreed that I was correct--the price was $159.99 pp. He said he had no clue why it had charged me $182.99 pp. But, he said, it would have to go to "Resolutions"...and put me back on hold. He finally came back on and said he had spoken to someone in Resolutions and they told him there was nothing they could do...and suggested I "call back in a couple of days and MAYBE they could fix it then". I asked if I could speak to the Resolutions person directly. Not too happy that I had already spent 2-3 hours on hold, spoke to two different people. Everyone agreed I was charged the wrong amount...but no one could or would do anything to fix it and only offered me the advice to call back again in a couple of days and go through all of the "hold" waits and disconnections again...and still not necessarily offer a real resolution. He then got the "Resolutions" person--Madeline--on the phone for me. Madeline had no intention of resolving anything. She said they were not authorized to offer ANYTHING. It was a "system" problem and Royal Caribbean would "fix" it--ON THE WEBSITE-- when they get around to it...and whatever I was charged must be the price. Of course. there are a few problems with this thing. First, there is no way to have seen a price other than the $159.99 on the website UNLESS you first cancel the existing booking. Up to that point, the price on the overall shorex listing is $159.99, the price you get clicking on the specific shore excursion is $159.99. And you can't put it in your cart unless you first cancel the earlier booking. So, in order to get to that point, you need to detrimentally rely on the webpage, cancel your booking and wait for a credit--then, in order to keep your place, you have no choice but to re-book at whatever price the website gives you...and to PAY IN FULL immediately a second time. And, second, certainly, if it were only to save a few dollars, I would NOT have subjected myself to a second payment, a long wait period for a credit...and multiple hours of dealing with Royal Caribbean's phone lines, wait times and bad customer service. But Madeline's answer to all of this was.........no apologies, no admission of error, no attempts to be reasonable, no try to make anything better...It was strictly a "stone wall"... Finally, Madeline said she'd have someone "call me in a couple of days"...with no indication that they would do anything. That was all yesterday morning. Meanwhile, on the RCCL website this morning, the excursion showed a price of $182.99...I figured maybe RCCL's idea of "fixing it" was to just raise the price...However, right now, this evening, it again says $159.99. I thought, maybe, I'd call Royal Caribbean and ask them to check the current price...but, of course, calling right now, I just get the recording that says "Our office is currently closed". Didn't they used to keep the phones manned 24/7? NotPayinExtra, PeloAl and Big Tule 1 1 1 Quote Link to comment Share on other sites More sharing options...
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