Black Friday Sale a Disaster

[Tink]

I am beyond frustrated at this point.  I have been trying since early this morning to book Bev, Dining, etc packages.  Online site keeps failing.  Spend hours waiting on hold and then an additional hour for someone trying to rectify things only to get disconnected.  I call back and they want me to hold for another 2 hours and 40 minutes.  So I try and do Chat instead.  That individual tries to help for another 40 minutes and then says she will call me back.  That call gets dropped also.  I don't know what to do at this point. 

[PRMLVM]

agree!  we are going to NEED a vacation after this!  Throwing a wrench in things is that we are technically linked to my son's sailing, but because he used a travel agent's "group rate room" for some reason we can't reserve dining for him with us as we usually do.  (or something like that...my head is spinning.  I just heard the words "he has a TA group room; we can't help you.")   It's a mess.

[Tink]

After almost 12 hours, many phone calls and chats, and many hours on hold, I have finally been able to book the packages I wanted.  However there is still an issue where they charged my card double for a dining package.  I was assured it would be corrected after it changes status from pending.  We will see.  I am not confident with the explanation I received. 

Royal was so not ready technologically or staffed sufficiently to roll out this sale today.  I have never experienced anything like this with them.  And that Auto Assistant they have is god awful.

[Starrynight0154]

Seems like it would save RC money long term if they upgraded their software, instead of paying all these customer service reps to handle calls regarding IT issues every annual Black Friday sale. 

Last year my purchases showed pending on my credit card, disappeared, finally was charged 3 weeks later. Refunds took 2-3 months. I was really frustrated, but now if I book during the sale I’ll expect to wait and accept it unfortunately. 

 

[TessFromFlorida]

They had so much time to fix this- unreal. Who on earth heads up their IT dept??? I used the app to book, which is clunky, but my purchases finally went through. No luck using my computer and modern browsers. Customer Service dropped the call after 30 minutes of trying to problem solve. 

[Dean UK]

Agreed, what a mess. Same issues here in the UK. No confirmation email after 24hrs, so i ordered it again on the App, said the same as last time, they will email when finalised. Just hope i do't get charged double!

[SpeedNoodles]

Weird. I canceled and rebooked something on the app with no issues.  Got confirmation emails for both the cancellation and the rebooking.

[Southern Dan]

1 minute ago, SpeedNoodles said:

Weird. I canceled and rebooked something on the app with no issues.  Got confirmation emails for both the cancellation and the rebooking.

Me too, zero issues.

[InmyElement]

Rebooking everything and was doing great till 8am, then everything died..what was I thinking on a saturday..duh

Then went to the app and everything was still in the cart..checked out!

I think I gotta go to a spreadsheet for each cruise or notepad.

[Dean UK]

1 minute ago, InmyElement said:

Rebooking everything and was doing great till 8am, then everything died..what was I thinking on a saturday..duh

Then went to the app and everything was still in the cart..checked out!

Yes it, checks out ok, But did you get confirmation email, and money taken out of your bank, if not, then its not gone through properly, well that's in my case anyway.

[Matt]

I booked a bunch of things on different sailings via the website. No issues at all.

If someone is running into a problem with actually checking out, I'd try a different web browser before wasting time calling in. Reason being browser add-ons (especially anti-virus) can prevent it from working

[JasonOasis]

With deals this good the last thing you want to do is pick up the phone and call Royal because you're going to be on hold for quite some time or its going to take some time for the system to call you back should you decided to use the automated hold my spot in line feature.  As Matt just stated try a different browser, check to see if your anti-virus software is preventing you from getting things done, try to book things using the app. 

You can read my testimonial in the cruise planner deals now thread on page three but long testimonial short I just scored the deluxe beverage package for $54.99 a price I personally haven't seen or paid in over 7 years and I did it all online not over the phone. 

[steverk]

2 hours ago, Matt said:

I booked a bunch of things on different sailings via the website. No issues at all.

If someone is running into a problem with actually checking out, I'd try a different web browser before wasting time calling in. Reason being browser add-ons (especially anti-virus) can prevent it from working

I agree. The only issue I've had is on check out. Every time I have to log out and log back in to the website.

I'm not sure if this is a poorly implemented security feature or a bug.

It's annoying,  but that's about it. Fyi: I'm using Microsoft Edge for a browser 

[DoomSlayer]

I've had issues with cookies many times with Royal's website in the past causing weird behavior.  I have just accepted I need to clear cookies in my browser before doing anything major on their site.  I did this and was able to make serval purchases and repriced a few things for my March trip with no issues for the past few days during this Black Friday pre-sale.  Agreed they definitely have a buggy website because I should not have to do this, but this is how I get around it.  You can also use private browsing or incognito mode, depending on your browser, to get around the cookie issues too.  I rarely use the App for anything cruise planner related because I have terrible eyesight and can't hardly read or do anything on my phone screen.

[Ryan79]

4 hours ago, SpeedNoodles said:

Weird. I canceled and rebooked something on the app with no issues.  Got confirmation emails for both the cancellation and the rebooking.

No issues here either with the app. I was able to cancel and rebook about half a dozen purchases flawlessly. In past years it would take a little while for my CP to recognize the cancellation to be able to rebook, but this year it was instant 

[ropeadope13]

@Matt, which browsers do you use?

Safari, Edge, and the Royal App have all given me issues over the past 2 weeks

[PhillyLady]

I am not sure I would categorize the RC sale as a disaster, especially since it just started.

I think the website was overwhelmed with everyone on at the same time, and the system was trying to do updates as well.

BTW, I do not use the app, and I rarely ever have cookies or browser issues. 

I have often experienced similar problems with work-based websites and other shopping channels when everyone tries to get on all at once--I just did not realize RC was such a hot spot!  

As I stated on another thread, I booked a shore excursion late night for which I received a confirmation number, but no email or charge to my cc, not did the items appear in my calendar.  I waited thirteen hours after reading some of these threads, rebooked the same excursion in the afternoon, and all went through immediately. 

I will wait and see if three weeks later I get charged again for the first booking, but at least the excursion shows in my calendar now!!

I will book some more items as well before the sale is over.  I am patient now, and happy to save money!

 

P.S. I booked the cruise through a travel agent precisely because I do NOT want to call a cruise line and be on hold for hours, especially not for purchases.

 

 

[barjpoe]

I think I found another way to sign in on the website.

On the title page, in the upper left corner there are 3 lines. I clicked on those and along the left side a list of options pop up. Click on Manage My Cruise, another list pops up; then click on My Account and it takes you to the sign in page.

[BrianB]

I’m on the Liberty. Using their WiFi on my iPad, I booked the Beach Club for over twenty future sailings…then went back and cancelled Hideaway passes on each of them. Fortunately, I had no difficulty navigating in and out of each reservation. 

**I did this at about 9pm Friday. Maybe there was less demand on the website at that time?

[Ampurp85]

I may just be thinking this, but I don't think the website is the issue, it seems to depend on the sailing. I got on a peak time and was able to cancel and book anything I wanted for my Symphony and Oasis sailing. Tried the same for an Indy sailing and that is where I hit a snag. At a 11pm the next day I was able to book on Indy but I had to do each item individually. I got the confirmation and charges but it only half displays on CP. I think it will work itself out, hopefully. 

[Dad2Cue]

The problems seem random to me.  I get the following message:  "Looks like one or more items are unavailable. Hang tight while we send you back to your cart." 

Next time I try .... it won't do anything at all. 

If I wait an hour or two it will randomly work without any problem.

Sometimes my order is "processing" but it fails to process.

Other orders process just fine.  I managed to do everything I wanted to do eventually.

I can't wait to see how long the refunds take to process.  Hopefully it won't be as long as last year.

[Matt]

17 hours ago, ropeadope13 said:

@Matt, which browsers do you use?

Safari, Edge, and the Royal App have all given me issues over the past 2 weeks

I use Chrome.  

First, try incognito mode. Also try disabling antivirus.

If that doesn't work, try using the web browser on your phone.

My suspicion is some add-on or third party tool is interfering

[ropeadope13]

Thanks Matt. 
 

I’ll give it a shot. Never had issues before 10 days ago so just kinda weird. 

[ropeadope13]

Also “Entertainment” hasn’t been an option for the past week

[CruisingNewb]

I used safari and the app.  No issues.  

Sorry to those who ran into issues.  It can be a bummer!

My only issue was canceling and rebooking.  I don't know how you rich folks do it, but canceling over $3,000 worth of purchases and rebooking them to save a $1,000 is costing me a lot of money because I NEED THAT REFUND ASAP! lolololol

I am hoping the refunds hit my account this week.  

[InmyElement]

On 11/12/2024 at 9:59 AM, CruisingNewb said:

I used safari and the app.  No issues.  

Sorry to those who ran into issues.  It can be a bummer!

My only issue was canceling and rebooking.  I don't know how you rich folks do it, but canceling over $3,000 worth of purchases and rebooking them to save a $1,000 is costing me a lot of money because I NEED THAT REFUND ASAP! lolololol

I am hoping the refunds hit my account this week.  

I usually see the returns right away on my RC BoA card. That card right now is running hot ..lol Just booked Alaska!

I'm back in rebooking again , just popped into the App. Some stuff 50%. ..this is a full time job. Matt or MEI can you put me on the payroll?

Thanks

HIDEAWAY BEACH 50%...= $33.99

[Pooch]

On 11/12/2024 at 9:59 AM, CruisingNewb said:

I used safari and the app.  No issues.  

Sorry to those who ran into issues.  It can be a bummer!

My only issue was canceling and rebooking.  I don't know how you rich folks do it, but canceling over $3,000 worth of purchases and rebooking them to save a $1,000 is costing me a lot of money because I NEED THAT REFUND ASAP! lolololol

I am hoping the refunds hit my account this week.  

I dunno but, to me, $3000 worth of add ons sounds pretty “rich folks” to me.

[Mturk]

5 hours ago, InmyElement said:

I usually see the returns right away on my RC BoA card. That card right now is running hot ..lol Just booked Alaska!

I'm back in rebooking again , just popped into the App. Some stuff 50%. ..this is a full time job. Matt or MEI can you put me on the payroll?

Thanks

HIDEAWAY BEACH 50%...= $33.99

Wow! Hideaway Beach for us at 50% off is $53.99. 

[Ampurp85]

2 hours ago, Mturk said:

Wow! Hideaway Beach for us at 50% off is $53.99. 

Me too. $53.99 for Symphony in Jan and $50.99 for Oasis in Jan. I was going to entertain it at $25 or less but not these prices.

[BreakingWaves]

On 11/9/2024 at 7:46 AM, SpeedNoodles said:

Weird. I canceled and rebooked something on the app with no issues.  Got confirmation emails for both the cancellation and the rebooking.

Same for me as well, didn't have any issues other than the confirmation email took a little longer than normal. 

[JustinandBrooke]

I had no issues at all.  I booked several excursions and add ons for multiple cruises and used both the website and the app I believe over the course of a couple days, as I kept talking myself into more things.  

[MdFormula350]

no issues, still awaiting refunds for rebookings cruise planner stuff.

however checking on stuff this morning and I have a different language in the cruise planner for some reason, lol

 

[FionaMG]

9 minutes ago, MdFormula350 said:

however checking on stuff this morning and I have a different language in the cruise planner for some reason, lol

I have Spanish in one:

and English in the other:

 

[twangster]

Just this morning I was thinking about Celebrity and the Paquetes de bebidas.  

[JustinandBrooke]

3 hours ago, MdFormula350 said:

no issues, still awaiting refunds for rebookings cruise planner stuff.

however checking on stuff this morning and I have a different language in the cruise planner for some reason, lol

 

How long do you expect to wait?  I'm waiting as well and I paid using the RC credit card so you'd think it would be pretty quick.  I think it's been 10 days or so since I canceled and rebooked.  

[MdFormula350]

umm was thinking up to 14 to 21 days. so its coming up to that time. i have I have been checking every day anyway like i normally do on my account. i had a hard reminder on the 23rd, if i dont see them then, i will have to chat or call in i guess. 

its so funny because when I had to remove my wife off the deluxe drink package to a refreshment over the phone, they mentioned it would be up to 21 days for the refund i got that in 3 or 4 days and this was way after I rebooked stuff on the planner.

[Robert M]

No refunds yet on my 4 rebookings of items at lower price

[JustinandBrooke]

My refunds just processed this morning.  11 days

[Bean79]

My refunds I started on 11/8/24 processed before my 11/14/24 cruise, however, I am still waiting for my drink package refund for my March cruise cancelled and rebooked the same time as the others.

[Ryansox]

I cancelled 9 things on 11/8/24 and still waiting on refunds. It's never taken more than 2 business days for me before. This is crazy