Embarked in Sydney for a 6 day Australia/Tasmania cruise, followed with a back to back 18 day cruise to New Zealand, French Polynesia with disembarkation in Hawaii. The ports of call were wonderful and we enjoyed every one of them. The ... Read More
Embarked in Sydney for a 6 day Australia/Tasmania cruise, followed with a back to back 18 day cruise to New Zealand, French Polynesia with disembarkation in Hawaii. The ports of call were wonderful and we enjoyed every one of them. The ship and the way our concerns were met was another story all together. We had booked this cruise the previous year while on the Quantum and had received onboard credit for doing so. So far, so good. In addition, we chose to redeem Royal Caribbean Visa points for additional onboard credit for these cruises. $200 for the first cruise and $250 for the second one. I was assured by RCI in the states that everything was taken care of when I called for verification before we cruised.
On the second day of the first cruise I inquired at Guest service why my "purchased" credit was not on our account, only the RCI credit for the Next Cruise credit. I showed them my verification e-mail (which I had brought with me) and they told me they would have to check on it with Miami. The next day I checked with Guest Services again and was told the person handling it would get back to me. This was Day 3 of a 6 day cruise. Later that night there was a message on our phone after dinner that they were unable to reach me, but that they had handled it. When I checked our account, we were only granted $100 of the $200 that I had purchased. I went back to Guest Services to inquire again and was told that it was up to the Financial Officer on board to make changes and that there was nothing they could do. I asked to speak with the person and was told they would contact me the next day. The next day passed and I finally made another trip to Guest Services where I was told that I had gotten everything that I was entitled to and that was that! This was on Day 5 of the six day trip. Despite my email confirmation and their checking with Miami (whom one of the Guest Service agents told me they had in fact confirmed that I was due the additional $200 credit), the Financial officer's decision was final. I don't take kindly to being ripped off!
Since we were consecutive cruisers I also was awaiting information on the meeting and what we needed to do when we returned to port to be able to get our customs forms filled out and our new SeaPass cards. When I asked while I was at Guest Services, I was told that the info would be sent to our stateroom. It never was. Finally Day 5 (after having been at Guest Services 2 times that day), in the evening I made my third trip down to inquire about what we needed to do the following morning. I was scolded for not going to the meeting (that I was not notified about) that morning and they shoved a bunch of forms at me. OK, I can read perfectly well, so I read the instructions, filled out the forms they gave me and went to bed.
Disembarkation - We were instructed to get off the boat at 9 am and that they would have our new Seapass cards waiting for us on deck as we left the ship. Only they didn't! Surprise, surprise. After waiting on deck for about 40 minutes, they came with new cards and we disembarked to hand in our customs forms and then re-enter the ship. Geeze Louise, they gave us the wrong customs forms! After filling out the proper forms a the customs desk, where they wanted to know why we didn't have the proper forms, we went to re-enter the ship. Our cards wouldn't work! Now we waited for another set to be printed out. Ok, back on the ship...whew! Certainly things would be better now. Except this set of cards wouldn't work to open our door! Back to Guest Services for our 3rd set of cards and we haven't even sailed yet! This set of cards seem to work, certainly we're over the worst of it. Now we are very laid back and try to make lemonade out of lemons, but this is getting a little annoying. That evening, went to get drinks and our card wouldn't work at the bar. None of our perks had been loaded on the cards. Back to Guest Services.....they should know our names by now. Got the cards loaded and we're good to go.
Off to dinner, my time dining reservations made before the trip so we should be set to go. Asked if we would share a table, no problems, we love meeting new people. We get to the 8 top and the 6 others there are already eating their appetizers. Hmm, that's a little strange that they would sit us with people not in synch with us since it causes the waiters to be out of synch also. So we rush to order, get our bread and drinks and try to catch up to the table. Not that big a deal. Next night, same thing happens and the others at the table say "seems that you're a bit late." I tell them that we are exactly on time for our reservations at 6:15 PM. Now the next night we had resrvations for 6:30 pm, and you guessed it, they sat us at the same table with the same 6 people (who had 5:45 PM reservations). Now they are eating their entrees already when we sit down. It becomes slightly awkward as we sit there with our menus watching them eat. We get our appetizers as they are finished with dinner and getting their coffee. Then they sit there watching us eat dinner before (40 minutes) before they offer all of us dessert. One of the ladies there complains about having to wait so long for dessert. It is becoming really uncomfortable. I go up to the hostess and ask to speak to the restaurant manager. I am told, quite curtly, that he is not available and what is my problem? I tell her that her seating us off schedule at the same table night after night with people who have reservations 1/2 hour to 3/4 hour earlier is awkward and uncomfortable. She responds that when you share a table, that is the way it is. This is not my first rodeo bucko and we have sailed 10 times in the last 16 months with RCI my time dining and I know this is a bunch of horse puckey. She tells me that is the way it is, no I cannot speak speak to the restaurant manager, and dismisses me. I speak to the waiter and while he sympathizes, it is not his place to do anything about seating. He is very apologetic and I know that he would fix it if he could (not his fault). The result, we spent the next 12 days eating in the Windjammer for dinner, not worth the hassle. On the bright side, we didn't have to get dressed for dinner.
So we are now going along rather smoothly, when on day 10 or 11, our cards won't work again! Down to Guest Services, where they tell us we have to pay our bill in cash. What!???!!!! We tell them we are not a cash account, they had our RCI Visa card on file (for both cruises). They insist that we are a cash account and that we exceeded the $500 limit and have to pay cash right now. Gee whiz, I don't happen to have an extra $500 plus in my pocket. I tell them again, we are not cash customers, we have a credit card on file. I go to the room, get the card and bring it back down to them. They go in the back room and come out saying our card was declined. Not possible, my balance was 0 when I left home and it was accepted for the first cruise. I am many many thousands of dollars away from my limit on the card. So we go and grab our AMEX card and tell them to use this card then. They insist that we should pay the balance first, then we can use the card for the rest of the trip. After arguing about this ridiculous demand, they finally accept our AMEX. By the way, when I got home yesterday, I called the bank who said they never declined our Visa.
We have always loved our cruises with RCI and I sure hope that this was a one-time happening with Guest Services on board this ship. It almost came to the point of leaving a sour taste in our mouths with regards to our treatment as loyal Royal customers. I am attempting to follow up with corporate offices in Miami Read Less