Thrilled to learn of the new drink packages available on Celebrity cruises, we purchased two premium packages during our 7 day cruise last week on the Solstice. Our premium packages were to include all individual drinks priced at $12 or less. We were very surprised when checking our account that we were charged for two drinks priced at $11.44.
Upon inquiry, Guest Relations informed me that the package did not include any drinks in collectible glasses even if they were priced at less than $12. Nowhere in any of the information presented to us did it say that these drinks were not included. At no time did the bartender tell us that these drinks were not included. Our receipt for the drinks did not indicate a charge for the drinks.
Guest Relations contacted the head of bar services, Lisa, to request a refund on our behalf. Because we only wanted the drinks and not the glasses, we even offered to give the two glasses back to the cruise line. Unfortunately, Celebrity (Lisa) opted to demand $11.44 from an Elite Captain's Club member than to admit that they misrepresented their beverage package or possibly made a mistake. Lisa said that it was not the bartender's responsibility to inform us that the drinks wouldn't be included, nor was it Celebrity's responsibility to present the "fine print" involved with their packages.
I tried unsuccessfully to reach the Captain's Club Hostess for three days while on-board, so I guess the next stop is to dispute the charges with my bank. What a shame. Hope the $11.44 was worth it Celebrity!!!