Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a cruise with Regent. Details of the issue are included in the attached .pdf. We have communicated with both the cruise ship and corporate management to no avail. Attached is the response from corporate that contains several flat out inaccuracies that are material to the situation.We are seeking a fair reimbursement for travel costs based on their assertion that I did not have sufficient space in my passport when I did.

  Business Response

  Date: 12/16/2024

  To All Concerned,
  
  Please note that this matter has been addressed in the attached. Per our Terms & Conditions, communicated on each invoice provided to the guest and travel agent, ALL GUESTS are to have accurate and proper documentation to board as required by local authorities.
  
  It serves to note that while a handful of guests did experience this issue upon boarding this voyage (roughly 8) the remainder of all 746 guests had proper documentation as required by local governments. Mrs. ******** was determined not to have enough passport pages to sail and was denied boarding by the port agent. No refund, credit,compensation, or additional review is forthcoming.
  
  Sincerely,
  
  
  ***** Castellanos  | Guest Relations Supervisor
  P: ***************
  ************************************ | ************
  Regent Seven Seas Cruises
  Office Address: *****************************************************
  
  UNRIVALED AT SEATM
  
  
  Thank You! Mahalo!Gracias! Obrigado! Grazie! *****! Dekuji! Kiitos! Dank u! ?????! sa? e??a??st?!Msi! Tesekkr Ederim! *****! Salamat! Hvala Vam! ???????!Tack! Mauruuru Roa!
  P Please consider your environmental responsibility before printing any documents.
  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22687300
  
  I am rejecting this response because I disagree with several assertions in your response.

  
  1) I had 1 full, and 3 3/4 pages available, as well as additional space on other passport pages. I have no idea how you counted. 
  2) We paid Regent to get our necessary ****s. So you are a ************ provider.
  3) Regent takes care of passport page issues on other cruises.
  4) Regent made representations about the number of **** pages required that was inaccurate.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/16/2024

  Kindly note that the guest has already been provided with the below response to this email: 

  From: guestrelationsreply <************************************>
  Sent: Monday, December 16, 2024 10:32 AM
  To: ***** ******** <*************************************************>
  Cc: *********************** *****************************************************;guestrelationsreply <************************************>
  Subject: RE: ******* /// SPL241112 /// ********
  
  Hello Mrs. ******************* will be happy to clarify any concerns you communicate to the BBB.
  
  Also, I embrace your opinions, however, for reference;
  
  *You were denied boarding by the local authorities due to what they deemed to be a lack of proper documentation.
  *We are the cruise line, not a **** company.
  *Your cruise was not a World Cruise and this was not an amenity extended to you on this voyage.
  *All passport and ******************* sent provided the required documentation details as communicated to us via local authorities at the time of the email being sent.
  
  Thank you so much for your understanding. Again, we are sorry to hear of this unfortunate incident, however, our decision remains unchanged and we have closed this case on our end for future response.
  
  Respectfully yours,
  
  
  ***** Castellanos  | Guest Relations Supervisor
  P: ***************
  ************************************ | ************
  Regent Seven Seas Cruises
  Office Address: *****************************************************
  
  UNRIVALED AT SEATM
  
  
  Thank You! Mahalo! Gracias! Obrigado! Grazie! Merci!Dekuji! Kiitos! Dank u! ?????! sa? e??a??st?! Msi! Tesekkr Ederim!Ksznm! Salamat! Hvala Vam! ???????! Tack! Mauruuru Roa!
  PPlease consider your environmental responsibility before printing any documents.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22687300
  
  I am rejecting this response because I continue to disagree with the assertions made by Regent. There is shared accountability for this issue.

  1) I had 1 full, and 3 3/4 pages available, as well as additional space on other passport pages. I have no idea how you counted. 
  2) We paid Regent to get our necessary ****s. So you are a ************ provider.
  3) Regent takes care of passport page issues on other cruises.
  4) Regent made representations about the number of **** pages required that was inaccurate.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The website on every **** says ALWAYS INCLUDED FOR YOUR CONVENIENCE Unlimited WiFi Pre-paid gratuities Valet laundry service allowing your clients to pack light and explore more 24-hour in-suite dining 1-night pre-cruise hotel in concierge suites & higher Experienced concierge staff to cater to off-menu personal requests There is NO concierge, no pre-cruise hotel, none of the promised FREE 1-********************** Package Including:- FREE Ground Transfers - FREE Breakfast - FREE Porterage And no one calls or emails back. Worst experience and we paid so much money

  Business Response

  Date: 11/27/2024

  Hello Ms. ********************* you for choosing Regent Seven Seas. I hope this email finds you well.
  
  As your booking was made closer to the sailing date, we unfortunately did not have hotel allotment available, which is why a hotel stay was not provided. However, in lieu of the pre-cruise 1-night stay, we included a hotel credit on your invoice to assist with your missed accommodations. Please see the attached invoice for reference.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding. We wish you safe and enjoyable travels on your upcoming voyage.
  
  Best regards,

  Guest Relations Administrator

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22609270
  
  I am rejecting this response because: Your website is intentionally misleading customers. Absolute falsities. The amount of locations throughout the website that say ALWAYS INCLUDED FOR YOUR CONVENIENCE
  
  Unlimited WiFi
  
  Pre-paid gratuities
  
  Valet laundry service allowing your clients to pack light and explore more
  
  24-hour in-suite dining
  
  1-night pre-cruise hotel in concierge suites & higher
  
  Experienced concierge staff to cater to off-menu personal requests.

   

  We can get a hold of ANYONE in your organization. Where is our - FREE Ground Transfers
  
  - FREE Breakfast
  
  - FREE Porterage
  
  
  Where is our concierge? Where is anyone in your company? Not one phone call or email response after countless attempts on our parts.

   

  You could very easily be sued for misrepresenting your claims, and rightfully should be.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 12/03/2024

  Hello Ms. ********************* you for choosing Regent Seven Seas. I hope this email finds you well.
  
  As mentioned previously, as your booking was made closer to the sailing date, we unfortunately did not have hotel allotment available, which is why a hotel stay was not provided. However, in lieu of the pre-cruise 1-night stay, we included a hotel credit on your invoice to assist with your missed accommodations. The credit provided encompasses the transfer, hotel, breakfast and porterage.
  
  Please note that all other accommodations will be provided while onboard.
  
  However, we wish to advise that this complaint was already addressed with our pre-cruise reservations team as show below in our internal system notes:
  
  Comments added 26NOV2024 17:09:23 by jakunes
  escalated call from pax 2 in regards to the included hotel and transfers. she claims we should be including the hotel as stated on our website. advised we provided the hotel credit as shown on the invoice.booked within 1 month of sailing.
  
  Should you have any other questions pertaining to future bookings please feel free to contact the General Reservations team at ************.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding. We wish you safe and enjoyable travels on your upcoming voyage.
  
  Best regards,
  
  Guest Relations Administrator

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  28-Aug-2024 to 04-Sept-2024 on Cruise ID: **********, SS EXPLORER.Detailed written complaint (attched w/ receipts) emailed to E,*********, *.***********, *************, H,******, ******************** on 11-Sept-24. No acknowledgement/response received. **************** contacted ********** said contacts only reachable by email. Written complaint describes problems experienced. 20% REFUND REQUESTED (not an apology/discount on a future cruise) for following reasons: - Cruise was advertised as "cruising the Inside Passage" but cruise did NOT go through Inside Passage. (Captain blamed diversion on 2 passengers boarding 40 min. late the day before.) Wheelchair using passenger (unable to walk) selected this cruise SPECIFICALLY because he could view Inside Passage from the ship. - Majority of included excursions were not accessible to anyone unable to walk. Regent made no effort to determine which might be accessible. Several tours that WERE advertised & booked as accessible were NOT. Half day of Vancouver booked in advance w/ notice that a wheelchair lift was required was not arranged. ******************** Mgr promised refund ($150 for taxi tour w/ no visibility for disabled passenger) but never provided. - "Luxury four star hotel stay" advertised by Regent at ********* Hilton very poor quality = to a ******* (inoperable *************** rooms shabby and stank of smoke.)Hotel indicated any compensation for deplorable rooms was Regent's responsibility.- Unlimited WIFI was to be included, but due to outdated Starlink equipment was often unavailable & passenger had to pay $100 for adequate service needed for business communications. - Based on plethora of *************** of promised accommodation for disabled passenger, we requested at a minimum 20% refund of the cost of bookings as a demonstration of Regents goodwill. Figure reflects that on (actually more than) a full day and a half out of the 7-day trip, advertised experiences signed up for were never provided.

  Business Response

  Date: 10/10/2024

  Dear Mr. Rosenfield and Ms. Smith,
  
  Thank you for choosing Regent Seven Seas Cruises. It was truly our pleasure to welcome you both aboard the Seven Seas Explorer for your luxury cruise vacation, and we hope this message finds you well.
  
  We would like to confirm that we have received your feedback, and it is currently undergoing a thorough review. As your comments encompass several aspects of your experience, we have engaged multiple departments to carefully address each of your concerns and to ensure a comprehensive response. We apologize for any inconvenience this may have caused and appreciate your understanding as we work through your inquiries.
  
  Please be assured that your concerns are receiving our full attention. We understand the importance of a timely resolution and greatly appreciate your patience and understanding throughout this process. Our team remains committed to examining every detail of your feedback, and we will strive to provide you with a detailed response as soon as possible.
  
  Thank you once again for choosing Regent Seven Seas. We sincerely value your correspondence and look forward to providing a thorough response to your feedback.
  
  Sincerely, 
  
  Guest Relations Administrator
  [email protected] | www.rssc.com
  Regent Seven Seas Cruises
  1401 NW 136th Avenue, Suite 202 | Sunrise, FL 33323

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22401264
  
  We are relieved to hear that Regent is reviewing our complaint.  We had not received an acknowledgement or response to our communique that was emailed and sent by hard copy on 9/11/2024.  On 10/9/2024, Regent Customer Service told us there was no option to discuss the status of our complaint by telephone before contacting the Better Business Bureau

  We appreciate Regent giving our very disappointing experience their due consideration.

   

   

  
  

  Business Response

  Date: 10/11/2024

  Dear Mr. Rosenfield and Ms. Smith
  
  We would like to extend our sincere gratitude for choosing Regent Seven Seas Cruises. It was our utmost pleasure to welcome you aboard the Seven Seas Explorer for your luxury cruise vacation. We hope this message finds you well. 
  

  We have received your communication to Senior Management and the Executive team, and we have been asked to respond on their behalf. As the Guest Relations Department, we frequently act as an extension of Senior Management and the Executive team. Please rest assured that they are fully aware of your concerns and the responses we are providing.
  
  Ms. Smith, we appreciate the time you took to provide us with comments from your voyage. Regent values feedback from our guests as we strive to deliver an experience that meets or exceeds their expectations. Your comments play a key role in this process.
  
  We have carefully reviewed your detailed account of the voyage, and we want to extend our heartfelt apologies for the difficulties you and Mr. Rosenfield encountered. We understand the emotional impact this experience has had on both of you, and we are deeply sorry for the series of challenges you faced. It is disappointing to learn that your expectations were not met in various areas, and we acknowledge the effect this has had on your overall cruise experience.
  
  Regarding the understandable disappointment in not being able to sail through the Inside Passage as expected, we would like to clarify that unfortunately, due to adverse sea currents and other weather conditions, the vessel was unable to discharge within proximity to the shore, requiring us to adjust our course and sail 12 miles offshore. Additionally, a delay resulting from a few guests returning late required further changes to our timeline. Please rest assured that such decisions are made with the utmost care, always prioritizing the safety and well-being of our guests and crew. While we regret any inconvenience this may have caused, we trust in our Captain’s expertise and judgment in navigating through unfavorable conditions, and we sincerely appreciate your understanding as we strive to provide a safe and enjoyable experience.
  
  We also appreciate that our guests expect and deserve luxurious accommodations, and we strive to provide this in all aspects of their travel experience. While we do our best to secure the finest available properties in each port, Alaska offers a unique and rustic style of luxury that may differ from traditional high-end properties found in other regions. The Anchorage Hilton, for instance, is rated as a 4-star hotel based on its amenities; however, we are sincerely sorry to hear that your accommodations did not meet your expectations. We remain committed to enhancing the overall experience for our guests in Alaska, balancing the region’s rustic charm with the luxurious quality our guests anticipate.
  
  We understand the importance of reliable internet access for staying connected during your journey. Please know that our team is continuously working to improve satellite bandwidth onboard our vessels. However, due to the inherent limitations of satellite-based internet, service can fluctuate based on the vessel’s position and the satellite’s strength. We apologize for the interruptions you experienced, and we are actively working on enhancements to improve our onboard connectivity for all guests.
  
  Regarding the fitness center, we extend our sincerest apologies that the access was not as accommodating as expected. We genuinely regret any perceived impropriety from our staff. Mr. Rosenfield's account does not reflect the high level of service we aim to provide, and our onboard management has been made aware of this concern and is reviewing it to make any necessary improvements. We are pleased, however, to hear that our staff was able to provide exercise equipment in Mr. Rosenfield’s suite, allowing him to continue his routine comfortably.
  
  Our shore excursion team takes great care in providing detailed descriptions for each activity, accompanied by guidelines to help guests make informed choices. We sincerely apologize if any of the information fell short of meeting your expectations regarding accessibility. It is our goal to ensure that all guests can enjoy the destinations we visit, regardless of mobility considerations, and we regret any disappointment or frustration this may have caused. To enhance our guests' experiences, we offer Regent Choice Shore Excursions, which provide unique and immersive activities available for an additional fee. These options are designed to cater to varying levels of accessibility, offering more flexibility and opportunities for guests with specific needs. Our team is committed to continuously improving our excursion offerings, and we deeply appreciate your feedback as it helps us refine our services. 
  
  With respect to your concerns upon debarkation, we deeply regret that you did not receive the Half-Day Tour & Transfer to Vancouver Airport with the requested wheelchair lift, and we understand the frustration this must have caused. A reimbursement of $150.00 total for the independent transportation has been approved via check which will be issued to the address we have on file for Ms. Smith. Please be advised that check refunds typically take 4-8 weeks for processing and delivery. We appreciate your understanding and patience during this time. Once again, we truly apologize for this oversight and know that we are actively working on refining our communication to ensure a seamless process in the future. 
  
  Mr. Rosenfield and Ms. Smith, our guest's satisfaction is of paramount concern to us. Understanding the multiple issues faced, we would like to extend a Future Cruise Credit in the amount of $750.00 per person, $1500.00 total that may be applied toward the cruise fare on any future Regent sailing, subject to availability. The Cruise Credits have been recorded in our Reservations system, and at the time of booking, the Reservations Agent should be advised that credits have been reserved under names. Please note that your reservation must be booked within one (1) year of, and sailing must commence no later than two (2) years from, the date of this message. Cruise Credits do not include airfare, have no cash value, and are not transferable. They may be applied toward the cruise fare on any future Regent sailing, subject to availability.
  
  We understand this may not be the exact resolution you were hoping for, and we genuinely regret any remaining disappointment. Nonetheless, we hope you will appreciate our sincere efforts to address your concerns and offer a meaningful solution.
  
  Once again, we truly apologize for the inconvenience you experienced. Thank you for your understanding, and we look forward to the opportunity to welcome you onboard again in the future.
  
  Wishing you safe and pleasant travels on all your future journeys.
  
  Sincerely, 

  Guest Relations Administrator
  [email protected] | www.rssc.com
  Regent Seven Seas Cruises
  
  
  
  
  
  
  

  Customer Answer

  Date: 10/11/2024

   Complaint: 22401264
  
  Thank you for your response.  We are rejecting the offer because, as indicated in our complaint, we did not want more apologies or a credit for a future cruise.  

   We spent a small fortune on this experience. It was extremely disappointing in a variety of aspects, and we feel a 20% refund is both reasonable and appropriate.

  Sincerely,
  
  Elizabeth Smith & C Rosenfield 

  Customer Answer

  Date: 10/17/2024

  Promised reimbursement for Vancouver taxi has not been received.  Regent should also reimburse $100 for internet service.

  Response by Regent was entirely unsatisfactory.  Apologies were appropriate but a partial refund was the only acceptable resolution.

• Initial Complaint

  Date:10/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regent Seven Seas provide substandard hotel accomodations causing lot of trouble and inconvenence. Guest relationship only refund $439 of which we've paid ********. We would like to appeal their decision and demand full refund.

  Business Response

  Date: 10/07/2024

  Hello Mr. **** & Mrs. ************** would like to express our sincere gratitude for choosing Regent Seven Seas Cruises. It was our utmost pleasure to welcome you aboard the Seven Seas Navigator for your recent luxury cruise vacation. I hope this email finds you in good health and spirits.
  
  Regent values feedback from our guests as we strive to deliver an experience that meets or exceeds their expectations. Your comments play a key role in this process. We want to thank you for taking the time to share your complimentary comments with us and allow us the opportunity to provide further insight to your inquiry.
  
  However, we are deeply sorry to learn of your disappointment with the pre-cruise hotel, the ********************* and the post-cruise hotel,*******************. We apologize for any inconveniences you encountered and understand your concerns regarding the inconveniences experienced. We strive to provide accommodations that meet our guests' high standards, and it is disheartening to hear that the properties fell short of your expectations.
  
  We have reached out to the property management at ********************** and they extend their sincerest apologies for the shortcomings during your stay. They understand that the experience did not meet your expectations and take responsibility for the issues that occurred. At check-out, they offered a 25% refund to acknowledge the inconveniences faced.We will be sure to process this refund back to the card on file. The refunds will take approximately 2-3 weeks to receive due to internal processing. We appreciate your patience as this refund is processed internally.
  
  Regarding the transfer concerns, SMS Transportation has informed us that they often do not receive updates about flight cancellations or changes. Consequently, they might not be aware of these updates in real-time. Despite this, they were able to provide the scheduled transfer as planned. We apologize for any inconvenience this may have caused and appreciate your understanding.
  
  In regard to your post-cruise hotel stay at ******************** we reached out to them, and they have shared that they made every effort to address all inquiries and concerns during your stay, and adjusted their services as necessary. Unfortunately, after reviewing the details, the hotel has informed us that they are unable to offer a refund for the stay. We understand that this may be disappointing, and we genuinely regret that we couldnt provide a different outcome.
  
  Mr. **** & Mrs. **** we want to assure you that all the inquiries and comments you've shared in this letter have been meticulously reviewed, and they have been forwarded to the respective department heads for in-depth evaluation and future planning. Your feedback is invaluable in helping us identify areas of improvement and deliver even higher standards of service in the future. While we acknowledge there were times when we fell short of your expectations, please know that it is our unwavering commitment to continue providing the exceptional service that you have come to know and deserve on future voyages. We are dedicated to the ongoing enhancement of our services to ensure that your experiences with us are consistently extraordinary.
  
  We are grateful for your understanding and continued support, and we look forward to serving you better on your future journeys with Regent Seven Seas.
  
  Sincerely,

  Guest Relations Administrator

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22382287
  
  I am rejecting this response because:

  We pay Regent Seven Seas for 5 star ammodation and services where we were provided with the lowest class service and ammodation.  Photo and the hotel apologies is attached, please review. The hotels have admitted of their failure and Regent Seven Seas is fully responsible for all services & ammodation provided and we insisted for a full refund.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:09/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I contracted Covid on Aug 5 and were not allowed to leave our room for the last 5 days until the ship disembarked. This was after 4 full days at sea. There was no other way for us to contract this if not on the ship. I would say at least half the guests were having issues with hacking coughing and no one wearing masks. The rooms surrounding us had people coughing all night long and yet no one insisted on their being tested. I had to go to the emergency room and although was given medication. No one from the ship ever contacted me again, other than the nurse who phoned about 8pm to an update the first few days. Where were the officers in charge of making sure this matter was being handled properly.. When the ship landed in port they said you can leave now, thats it Nothing about how we were, was there anything they could do, some concern...not just tough luck. We were healthy when we boarded the ship, we had our boosters in advance of the trip, and yet they took no precautions to wipe things down for instance, like the game pieces being tossed around to all the guests to handle. All the coughing ( not us) should have been recognized and masks asked to be worn by those hacking away..The ** said he sees it becoming an issue and more cases. Most people don't want to know if they have Covid for it will basically stop their trip and you are a prisoner in your room.Have to have food delivered and no one can enter the room either. Basically Regent could care less. I would say run the other way as there are many cruise lines that do care, this one is not one of them Not to mention that the emergency room visit was charged to my account at nearly $3700. That is in addition to the cruise costs itself. It is unreal for a covid test, medication and no follow up care or concern by anyone on the ship, no one contacted us. THis trip was a nightmare and I want a full refund of $38,000. I suggest no one go on Regency even though they have an enormous following.

  Business Response

  Date: 09/16/2024

  Hello Mr. ***** **********************,
  
  We would like to express our sincere gratitude for choosing Regent Seven Seas Cruises. It was our utmost pleasure to welcome you aboard the Seven Seas Grandeur for your recent luxury cruise vacation.I hope this email finds you in good health and spirits.
  
  Regent values feedback from our guests as we strive to deliver an experience that meets or exceeds their expectations. Your comments play a key role in this process.We want to thank you for taking the time to share your complimentary comments with us. 
  
  Upon review of your post-cruise web submission, we are sorry to hear that you were unfortunately quarantined due to testing positive for Covid-19 and how this affected your overall experience onboard. The health and safety of our guests and crew members are of the utmost importance to us. We have implemented rigorous protocols to minimize the risk of transmission onboard, following the guidance and recommendations of health authorities. However, despite our best efforts,it is impossible for us to completely eliminate the risk of exposure to any illness.
  
  Mr. ***** **********************, we understand your concern, and we apologize for any inconvenience and missed experiences caused due to your quarantined period. However, as per our ticket contract, we regret to inform you that we are unable to provide a Future Cruise Credit or any compensation for the specific days you were quarantined. Please refer to our ticket contract section labeled "Known or Suspected COVID-19 ***************** or the attachment included.
  
  We understand that unexpected medical expenses can be frustrating, and we sincerely regret any disappointment or confusion this may have caused. We hope the information provided here will help clarify the situation and address any concerns you may have. As outlined in our brochure, each of our ships is equipped with medical facilities staffed by highly trained international medical personnel. The fees associated with these services reflect the nature of an emergency room, as opposed to a traditional doctors office or pharmacy visit. This is due to the complexity of providing medical care on a ship, which requires specialized staff and equipment.
  
  As you know, the travel industry strongly recommends to our guests, and their travel consultants to take advantage of our Travel Protection Programs or arrange for trip protection coverage through another comprehensive travel insurance provider. We ask all affected guests to check with their provider for coverage related to diagnosis of Covid-19.  Whether RegentCare coverage (Aon) or independent coverage was purchased, we are happy to assist with any additional information that may be required to file your claim.  If travel insurance was not purchased, we are unable to absorb the risk by offering additional compensation or reimbursement as it would not be fair to guests that insured their trip.
  
  While we acknowledge that this email cannot fully rectify your experience, please rest assured that all your concerns are treated with the utmost importance. We will share the details with our onboard and shore-side management for future planning and improvement.
  
  Mr. ***** **********************, we understand that this may not be the exact resolution you were hoping for and we genuinely regret any disappointment or frustration this may cause. Nonetheless, we hope that you can appreciate our ******* efforts to address your concerns and offer a meaningful solution.
  
  Once again, we sincerely apologize for any inconvenience this may have caused. Thank you for your understanding, and we look forward to the opportunity to serve you again in the future.
  
  Best regards,
  
  Regent Seven Seas Guest Relations Administrator

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22286165
  
  I am rejecting this response because:

  There was no leadership by anyone on the ship to deal with the obvious health issues of many passengers. Which in turn even though they declare how important the matter is,did nothing to protect their guests..

  My complaint goes onto another matter as well. The fact that Regent is selling staterooms that are inhabitable and know that from passengers on earlier sailings. None the less allowed them to be sold to unsuspecting guests. We were unfortunate enough to have gotten one of those suites. The solution seemed to have been already in place where the manager pretends to be doing you a great favor by offering you a lower quality state room than what you paid for that you can use only to go sleep. This means you must go back and forth at night, in the morning to 2 rooms, both of which are not what a 5 star ship should be offering. The noises on the ship are not typical stress sounds all ships make at times. Also we had no rough seas to create the sounds of floors creaking, typewriter keys being struck, tap dancing and other loud bursts of sounds that startled you. All day and at night the constant noise was unbearable. They gave us 6 rooms to select from to move to however they were all down the side where our room already was, where other passengers have already complained about and moved from Not a good choice or solution. We did take the smaller room on level 7 to sleep in and kept the one furthest down the level 6 where most of the sounds were everywhere.  Than Covid came and they( whomever they are, we never spoke or met) insisted I stay in the main cabin for the 5 day isolation. My husband was never tested ( duh), so could leave at will. However by insisting I stay in the noisy room where they knew I could never get any sleep only made my Covid worse as it made the stress worse. What I needed was quiet and rest and sleep and this room was a nightmare to be in 24 hours a day for 5 days. Food service from the in room dining was something I had never tried on any cruise before even on Regents many trips and will never again, beyond terrible! Needless to say keeping a passenger on a voyage for 16 days mostly at sea  is in itself not a trip many would think of as a 5 star holiday. We waited 5 years before cruising again as we never had any illness during the Covid pandemic (not even a cold) we believe due to all the vaccinations and care we took. Decided to take a chance on a new ship with few trips ( a safety net of sorts) and on a cruise line we had liked before Regent. This ship is Beautiful, thats all. Nothing else about it rates even close to the standards Regent had before. Did we have high expectations, sure you promised so much in your ads, press, we fell for the hype. Now you have to back peddle to explain the bait and Switch  regarding cabins being sold that were  not inhabitable and knowing it. It was deliberate Fraud on Regents part.Even loyal Regent-ettes don't like to be made fools of and that is the posture you took. Offer something to act like you actually care about the situation you created all along ( and prepared for) and sorry for the discomfort and chaos, but probably Not enough to block off these suites or cabins and not sell them in the first place. This ship has some very noisy structural problems that need to be corrected before sailing more voyages. It is not ready and should not have been added to the fleet , not ready for its close up just yet, many passengers agree. Not all that glitters is gold!

  So, ********** the waters are getting murkier. The more complaints I read about at BBB and other sites, the more noise I make the louder this problem becomes, especially when the travel agents start screaming and know how you duped them into selling these cabins to loyal clients who trusted them ( like me)..I intend to file complaints with every agency that Regent must answer to for false advertising, fraud, and bait & switch and join forces with other passengers who were not handled  with the white glove service  they paid handsomely for but like  disposable paper napkins.. One last thought to chew on, why would you (REgent) stain such a flawless reputation ( you once had, may never have again) and  get your hands so  slimy?.    
  Sincerely,
  VIP  (Very Important Problem)
  *******************************

• Initial Complaint

  Date:08/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the cruise, I was diagnosed with COVID-19, which led to forced isolation in my cabin for the remainder of my trip, severely impacting a vacation that cost $24,000. Notably, the ship's medical staff informed me that they preferred guests not to report COVID-19 symptoms to avoid potential lawsuits from other passengers. This raises significant ethical concerns regarding the safety and transparency of onboard medical practices.Additionally, I was shown an email from the ************** in *********, ******, stating there were no restrictions for travelers with COVID-19. The ship's nurse confirmed that there would be only 24 passengers on a coach that had the capacity for 75, indicating that I could have safely traveled at the back with a maskespecially since I had been on Paxlovid for four days prior to disembarking.Upon disembarkation, I was asked to sign a document that the staff requested not be dated, as they intended to fill in the date the following day. This was confusing and raised further questions about the legality and ethics of the process. Furthermore, I was denied the use of my prepaid ship transfer to the airport and was forced to leave the ship at 2:30 AM, having to find my own way to the airport.The cruise line's medical staff did not provide an estimate of the costs for the daily mandatory cabin visits and services such as personal protective equipment (PPE). When I inquired about these charges, I was advised that they could not disclose this information. Additionally, I was pressured into accepting visits and treatments against my wishes, under the threat of being forced to sign a document against medical care if I refused.It is alarming that the policies on board do not align with CDC guidelines or standard practices accepted for COVID-19 treatment in 2024. I was tested for flu and strep throatboth of which are contagiousbut had I tested positive for either, I would have been free to travel the ship and ports

  Business Response

  Date: 08/20/2024

  Dear ***************************,
  
  We would like to express our sincere gratitude for choosing Regent Seven Seas Cruises. It was our utmost pleasure to welcome you and ************************* aboard the Seven Seas Navigator for your luxury cruise vacation. We hope this email finds you well.
  
  Firstly, we want to express our genuine concern for your well-being. The safety and health of our passengers are paramount, and we take every medical incident with the utmost seriousness. When you experienced symptoms requiring medical attention, it was crucial for our medical team to assess your condition thoroughly to ensure your safety. We understand how unsettling it can be to face medical issues while traveling, and we regret any discomfort you may have felt during this process.
  
  We understand your concerns about not being informed of the charges and feeling pressured into accepting treatment. Your feedback is very important to us. According to your medical records, we do have signed receipts for the services provided during your cruise, which can be found in your Electronic Medical Records (EMR) pdf file under "Documents." We sincerely apologize if this was not communicated clearly. Please know that our goal is to ensure that our guests always feel comfortable and fully informed.The documentation we maintain is essential for both our records and insurance purposes, and we are committed to making sure that this process is transparent and respectful for all our guests.
  
  Regarding your observation that you would not have objected to isolation if you had tested positive for the flu or strep throat, please be assured that isolation is required for these illnesses as per our onboard protocol (OPRP), which applies equally to our crew. We want to clarify that,according to our internal medical records, we do not have any other guests on this particular sailing who reportedly tested positive for COVID-19. We apologize if there was any confusion or misinformation.
  
  We are truly sorry to hear that you felt unsupported during your post-cruise transfer, ***************************. As mentioned above, the safety and well-being of our guests and crew are our utmost priority. Given that the post-cruise transfer was a shared motorcoach, our intention was to prevent the spread of symptoms to other guests. We sincerely hope you can appreciate our position in this regard.
  
  Our onboard procedures strictly adhere to OPRP guidelines,which are based on CDC/USPH recommendations. We regret any lack of clarity in our communication and understand the dissatisfaction this may have caused. Your concerns have been escalated to our dedicated medical review team. After a thorough review, it was determined that all medical charges were consistent with your EMR and in compliance with NCLs billing standards.
  
  We highly recommend that our guests and their travel consultants consider our Travel Protection Program or arrange for comprehensive travel insurance through another provider. While no insurance can cover all situations, travel insurance policies typically offer coverage for medical expenses incurred during travel. We note that you did not purchase Regents Travel Protection Plan. However, if you have coverage through another provider,we encourage you to submit a claim for the medical charges to determine what benefits may be available.
  
  ***************************, we express our heartfelt empathy for the inconvenience you have faced and extend our sincere apologies for any lapses in service provided. We hope for the opportunity to host you aboard again in the future, ensuring a more positive and memorable experience. Your feedback is invaluable in helping us improve our services, and we remain committed to delivering exceptional experiences to all our guests.
  
  Wishing you safe and pleasant travels to your next destinations.
  
  Sincerely,

• Initial Complaint

  Date:06/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/21/24-I was on a Regent cruise in ****** , I checked in for my return flight on United & saw my ********** were seated in row 47 in the last row of the plane. I immediately called regent air support several ************ were not interested in helping me. I had paid up front thru Regent for premium economy , contacted ************* confirmed I was booked in ************** me me the original booking from 2/26. I was flying on 5/22 , I proceeded to call Regent air support & was put on hold for over an hour. I incurred $72.00 in phone charges as we were @ sea with no wifi . I contacted United & rebooked my ********** in premium economy & incurred $500.00 charge again to be moved to row 15. I had no doubt Regent would reimburse me, as I had all the proof. Contacted ***************************** refuse to pay anything as they say there records show we were booked in premium economy , they refused to review all of the booking info i sent ********* phone charges . They offered me $150 credit off my next cruise, I will never set foot on a Regent-ship again & will advise others that they do not care about there guests & never trust there air department as they are rude & incompetent. Guest relations advised me to deal with United as they will not. I also wrote the president of **************************** never bothered to answer me & just had the same guest relations person had been dealing with contact me again to tell me that they consider the matter closed. As a former Csuite executive who dealt with customer service , I find this treatment disrespectful & just cheap.

  Business Response

  Date: 06/14/2024

  *******************,
  
  It is regretful that this situation continues to be a source of discontent for you, and that our past efforts to resolve the matter did not meet with your satisfaction.  I can assure you that we have given our full consideration to your thoughts and opinions regarding this issue. We have fully reviewed all comments and documentation you provided, and we have, in turn,provided multiple responses, including the history of the tickets taken directly from the airline system.  
  
  Please see the attachments for your reference.
  
  Please note that we act as intermediaries in booking flights on behalf of our guests; however, we have no oversight or direct control over any airline's schedule, operations, or processes. As we have advised, the class of service for any given seat is designated by the airline. We cannot anticipate or prevent any changes they may choose to make. We ticketed and have been charged for premium economy seats for your flights. As demonstrated in the ticket histories, no error occurred on Regents part.
  
  We are not disputing a discrepancy may have occurred with regard to your tickets, however, any error was made by UA directly and, as a separate third-party entity, we are unable to take financial responsibility for their actions. UA would therefore be responsible for addressing your concerns, including any refund or reimbursement requests.
  
  In recognition of the disruption to your journey, we extended a goodwill gesture that we believed to be fair. Future Cruise Credit was provided to account for half of the charge assessed for the upgrade,$150.00 per person. We wanted to demonstrate our appreciation of your choice to sail with Regent, however, this consideration should not be seen as an acceptance of a service failure on Regents part.
  
  *******************, we recognize your comments regarding your letter to our ********** ******************************** and wanted to clarify that, though Guest Relations is tasked with responding on her behalf when she is out of the office, kindly note that your comments have been reviewed by our senior management team, including ******************.
  
  As such, no further review for compensation is available.
  
  We again sincerely apologize for any confusion or inconvenience you experienced due to the airlines actions. We understand this is not the answer you were hoping for but trust you can understand our position in this matter. With all due respect, we must advise that the companys position remains unchanged,
  
  Sincerely, 

   

  *************************** | Guest Relations Administrator
  P: ***************
  **************************** | www.rssc.com
  Regent Seven Seas Cruises 
  Office Address: ***********************************************

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought the Mediterranean Cruise April 16 - Apr 26. The shipped arrived a day late and caused us to miss 2 of the six stops (****** and *********) and arrived a day late to **** which caused us to not be able to arrange any tours last minute. We only stopped in 4 of the six scheduled sites and one of those (****) was too late to enjoy the prior arrangements. The total cost for the trip was over $20,000. Regent refunded $1,500. I would never have booked the trip that we actually got for that money (or at all to be honest). They should have skipped **** and kept the other 5 sites intact. Given the circumstances I believe that 1/3 of the cost should have been refunded.

  Business Response

  Date: 05/14/2024

  Dear ********************, 

  Thank you for reaching out to us regarding your voyage aboard Seven Seas Voyager.
  
  As you are aware, an unfortunate technical issue occurred very close to the end of the previous cruise, which severely impacted the ships operations and resulted in embarkation being moved to April 17. While we understand that there is disappointment caused by this unexpected technical issue, please be assured that our teams worked hard to provide travel solutions for both our embarking and disembarking guests.
  
  An unintended consequence of the delayed embarkation were the regrettable cancelations of the planned calls to ****** and **********These were made to retain as much of the original itinerary as possible within the new timeframe of the cruise.
  
  In recognition of the disruption to your journey, we extended an offer that we believed to be fair and comprehensive. This included a complimentary hotel night on the April 16 with transfer and breakfast provided, along with a 15% refund for the first day of your voyage, and a 20%Future Cruise Credit (FCC) for the itinerary modifications.
  
  We sincerely apologize for any inconvenience or disappointment experienced and appreciate your understanding and patience as we navigated through this unexpected, difficult and fluid situation.
  
  Thank you again for your candid feedback.
  
  Sincerely, 
  
  Guest Relations Administrator
  

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Regent Cruise Lines. We recently sailed on the Voyager from ****** to ********* on a scheduled trip from April 6 to April 16, 2024 under reservation number *******. However, our ship experienced a serious breakdown and delay in *****, *****. Our trip to ******* was cut short and we lost days on the cruise. As a result of the lack of communication regarding the repair and the fact that we were going to miss our flight connection we disembarked in ***** and made other arrangements which cost us a significant amount of money and made us miss days of the cruise and days of our follow on trip to ********, *******Let me say the lack of communication about what the problem was and when it would be fixed caused significant issues. It was a leadership failure within the staff of Regent. They kept extending our departure time with NO information about the issue and a horizon for repair. We were scheduled to fly from *** to IST (********) on the date of docking, April 16 2024, for 4 nights. Based upon the trajectory of the ship repair, the lack of information and the time it would take to get to ********* from ***** we would have not been able to make any portion of our Istanbul trip. Therefore, we had no other option but to disembark in ***** and make other arrangements. Rebooking our flights, hotel and expenses cost us a significant amount of money. As a result, we are hereby demanding that Regent reimburse us for the air, hotel, car, meals and for the lost days of the cruise. They are not entitled to our travel insurance benefits. I have contacted Regent and provided them the information and they have not paid the expenses.

  Business Response

  Date: 05/13/2024

  Dear ****************,
  
  We hope this email finds you well.
  
  Following our recent phone conversation, I would like to extend my sincere apologies for the oversight regarding the coverage of your out-of-pocket expenses. As you disembarked in *****, *****, I am prepared to proceed with requesting reimbursement for your hotel costs at the ********** and transportation expenses. To facilitate this process, I kindly request the receipts for both your hotel stay and transportation.
  
  Moreover, if your insurance policy does not cover certain out-of-pocket expenses, we are prepared to cover reasonable air change fees.However, we do acknowledge that your insurance company has covered your air fees, and we thank you for providing the needed documentation to confirm this. Additionally, we are currently reviewing reimbursement requests from guests who disembarked in *****, like yourself, for hotel and transportation expenses. However, it is important to clarify that we will not be providing compensation for meals, additional expenses, or missed cruise days resulting from the decision to disembark early. We believe that the offered resolution is fair and equitable to all affected guests. 
  
  As we discussed, I have brought this matter to senior management, and we wish to convey our profound regret for any inconvenience caused by the technical delay. We understand the frustration that such situations can entail, and we assure you that both our onboard and shoreside teams worked diligently to resolve the issue promptly. However, we acknowledge that our communication may not have been as detailed as intended, and for this,we sincerely apologize.
  
  ****************, while we regret that we have been unable to provide a more satisfactory resolution and compensation for your experience,please be assured that this matter has been escalated to the highest level of management, and our company's position remains unchanged. We understand that this may not meet your expectations, and we sincerely apologize for any disappointment or frustration it may cause.
  
  Your understanding and cooperation during this time are greatly appreciated.
  
  Sincerely, 
  
  Guest Relations Administrator
  

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21695153
  
  I am rejecting this response because: I disagree with Regent.  I have made my position clear.  I am out of pocket expenses that is the fault of Regent.  I have submitted the bills I want them to pay and until they pay the bills provided I reject their resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  REGENT COMPLAINT We paid for a Seven Seas Suite on the brand new Regent Grandeur's two week transatlantic ***-BCN voyage. Our suite was effectively uninhabitable! The veranda door had an air leak so loud it sounded like a whistling train. Their idea of fixing it was to duct tape the door shut. Thus, no more use of the veranda. Several curtains/shades kept falling off and had to be repaired several times through out the cruise. Closet and bathroom doors would not stay closed or latched during the night and would make noise as they opened and closed, until we got rubber door stops to keep them open. Worst of all, the walls of the bedroom made such loud banging and creaking noises that it sounded like someone was hammering inside the walls. All four Seven Seas Suites are at the front of the ship on the slope of the bow leading to the bridge. We spoke to others in the same suites and they also were experiencing these issues. While we were on a "crossing," the seas were never "rough" by any means, at best moderate 6' swells. Every time the bow hit a swell, the banging of the hull against the wave carried straight into the suite. Coupled with the banging and creaking of the wood walls, it made it impossible to sleep. Regent staff on board provided us with a concierge D cabin to sleep in (a cabin valued more than $10,000 less than what we paid). So, every night we had to pack a bag and move from one cabin to the next, then reverse the process the following morning. If we forgot anything, we'd have to wake up in the middle of the night, get dressed, and return to the other cabin to get it. That said, my compliments to the onboard crew (executive concierge and general manager) for being understanding and equally appalled as to what we were experiencing. Several days later, the executive concierge reported to us onboard that Regent was offering us a $2,500 credit towards a future cruise while we were on board, which we felt was an insult as to what we had to endure for the two weeks. Apparently, the executive concierge felt the same, because she said "Please don't shoot the messenger." Other than that, the executive concierge and general manager said we had to deal with Regent corporate upon our return, which we did. Needless to say, we heard back from NCL/Regent today with an increased offer of a $5000 credit towards a future cruise to be used within the next year based on availability! Again, what an insult for all the inconvenience we experience on board their "brand new luxury ship." I know Regent has made a name for itself and has no problems filling their ships, but I'll tell you two things. We are a "younger" couple in our 50's and 60's who are the next generation of cruisers and should be the focus of filling their ships. We have met many wonderful people on board Regent, many having hundreds and hundreds of nights on Regent and one thing they ALL agreed on and shared with us is that Regent is not what it once was. They observed that management (not onboard customer service) has gone down hill as of late and appears to be continuing on a down hill slide. Regent is not by any means the only high end cruise game in town and for us, sadly, we will never use Regent again. I think the saddest and most infuriating thing is that it is obvious that Regent demands and trains its employees to be excellent and of the highest standard (and they are), but when it comes to corporate management, the standard is completely different.

  Business Response

  Date: 05/10/2024

  Hello **************** & ************,

  We are in receipt of your emails and onboard experience aboard Seven Seas Grandeur and we wish to provide further clarification in regards to your inquiry. We truly value your loyalty with Regent Seven Seas Cruises which is why we wanted to ensure your comments were reviewed.
  
  On behalf of Regent Seven Seas Cruises, we would like to extend our sincere apologies for the inconvenience and discomfort that you experienced during your recent cruise due to the suite maintenance. It is disheartening to learn about the inconveniences you faced in your suite, and we understand how such situations can impact the overall enjoyment of your cruise. The continuous suite maintenance is certainly not reflective of the high standards we aim to uphold, and we apologize for the distress caused by the necessary repairs. We are continuously working to ensure the maintenance and functionality of our suites to prevent such occurrences in the future. We appreciate your patience and understanding as our dedicated teams worked swiftly to address these concerns.
  
  Rest assured that the onboard decision to provide additional accommodations was made with your best interests in mind. We fully acknowledge any inconvenience this relocation may have caused you, and we want to express our heartfelt apologies for any disruption to your plans. At Regent Seven Seas, we are committed to providing each of our guests with a seamless and exceptional experience, and we deeply regret any deviation from this standard.
  
  We understand the importance of flexibility when planning your travels, and we're here to provide further clarification.  It's important to note that our internal system does require a book by and sail by date for all Future Cruise Credits. We'd like to reassure you that while all Future Cruise Credits do have an expiration date, we do acknowledge that individual circumstances may vary. Depending on when you plan to make your future booking,there is indeed a possibility that we may be able to extend the credit for your desired sailing.
  
  Additionally, we truly regret to hear you feel our previous response fell short of accurately addressing your concerns.  We understand you wish to receive a larger compensation amount however, our standard process for such maintenance would constitute a $750.00 per person ($1,500.00 total)Future Cruise Credit and due to the circumstance provided, we received approval from our senior management to double the provided compensation to align more with your expectations. In this particular case, due to the nature of your complaint, the maximum amount of credit has been extended.  We sincerely hope you will accept the offer in the spirit intended. 
  
  **************** & ************, apart from this incident we truly hope that other aspects of your voyage met or exceeded your expectations and we hope that you will overcome your present reservations and continue to sail with us again in the future. We truly hope this sailing provides you with the Regent level of attention, quality, and service which is synonymous with our brand.
  
  Sincerely,

  Guest Relations Administrator