ComplaintsforCruises-N-More, Inc.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Non-refundable deposit dispute I am not seeking a refund for a non-refundable deposit but merely to move my deposit to another sailing. ************** will not honor this. This practice is in direct opposition to Royal Caribbean Cruise lines own policies regarding cancellations for the sailing I booked, as well as the cancellation policy emailed to me from ************** when I booked the sailing.

  Business response

  01/11/2024

  Dear ***************************,

  As you can see in the attached files, Royal Caribbean's rules for a Non-Refundable Deposit promotion state that the deposit will not be refunded anytime after the booking is made, it is 100% non-refundable. The promotion you booked under online showed the rate code you were booking was a non-refundable deposit, this was also included on the Invoice emailed to you. Furthermore, that rate code has a $100 per person change fee for any change in the sail  date if you decided to do that instead of cancelling it outright. The deposit amount was $100 per person multiplied times 4 people totaling $400 and the change fee would also have been $400 in this instance. This is strictly the cruise line regulations with this rate code and there is nothing ************** can do about that as was mentioned to you prior to cancellation. We do everything in our power to disclose all information online prior to the guest booking and ask the guest to follow up within 24 hours in case of any confusion or changes that need to be done. Please know if there was anything more we could have done in this instance we certainly would have but our hands are tied as that was the rate code you chose to book online and these were the stipulations of it.

  We do appreciate your business and apologize for any inconvenience.

  Sincerely,

  *** Management
  

  Customer response

  01/11/2024

  The cruise contract that was attached and linked to my reservation booked with ************** has a different term-condition contract linked. Per the contract emailed to me by *** I am *********** a full refund. Please find evidence attached. 

  Customer response

  01/31/2024

   
  Complaint: 21066207
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 1/11/2024 4:26:39 PM
  The cruise contract that was attached and linked to my reservation booked with ************** has a different term-condition contract linked. Per the contract emailed to me by *** I am *********** a full refund. Please find evidence attached. 

  
  

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

  Business response

  02/07/2024

  **********,

  It is true most rate codes offer the cancellation charges as shown in your screen shot of the CruiseLine Contract. However, there are other promotional fares that have penalties prior to those dates. As you can see in my screenshot of the contract with the cruise line, in the area I have highlighted for you below the area you are referring to, they "reserve the right to offer promotional fares or other offers that *** modify the cancellation policies set forth above." The promotional offer you selected during your online booking was a special promotion that did not follow the same cancellation rules. It was a non-refundable, yet changeable rate code. If you cancelled outright, you would not be refunded the deposit, if you wanted to change the sailing it came with a change fee. This was shown in previous documentation.

  I apologize the experience you had with this booking was not what you wanted. Please reach out to me again directly when you plan to travel again, and I will see what I can do to enrich the experience and offer you a good will gesture of some sort. Thank you for giving us the opportunity.

   

  Sincerely,

  ****************************************

  VP Service

  Customer response

  02/07/2024

   
  Complaint: 21066207
  
  I am rejecting this response because your business has the responsibility to provide fair and clear information. Your current business practice of attaching policies that do not apply to bookings qualifies and unfair, deceptive and abusive. I will not resolve my complaint until awarded a full refund or full cruise credit in the amount of $400. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My issue involves a misleading, inconsistent practice regarding refares. After attempting to get this issue resolved, it appears that CNM is now just ghosting me. 1. During the March Madness sale this year, through CNM's online portal, I booked three balconies (six adults/two kids) for a Xmas cruise, as a Xmas present for my family. Besides the standard onboard credit that is based on the total cabin cost, each cabin included gratuities for two, specialty dining for two, and the cruiseline's $50 OBC. 2. In May, as I have done many times for other cruises, I requested a reprice for each cabin, knowing that the OBC based on cabin cost would be adjusted.The next day, the agent emailed confirmation that she had done so but would send the new invoices the next day. She did not. 3. Three weeks later, after returning from another cruise, I emailed her reminding her to email the updated invoices. 4. Later that day, at supper time, before sending me the invoices, she called to "let me know" that I would lose the gratuities for each cabin but, "good news" (??!), I would still have OBC and dinner for two for each cabin. 5. I asked why she is only telling me this three weeks after the request was made and when did CNM change the policy regarding retaining "extra" bonuses granted during specific promotions. She said they never did this, so, after a few minutes arguing that she was wrong and I have done this with CNM- she kept insisting so I saw no point in discussing this with her any more and, again, asked to see the invoices. 6. The next day I sent an email to their concierge service asking to reinstate the gratuities. Quickly, they responded (not sure who because they rarely sign the emails) that they forwarded my request to a manager. 7. Never heard anything, so after another two weeks, I emailed again asking for an update. So far, about ten days later, still waiting, no response, nothing, crickets... Hoping that this BBB complaint will spur action.

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/20) */ Dear Guest, There was resolution to this situation on June 15th. The complimentary gratuities were left on the reservation as a one-time exception due to the communication not being clear they would drop off if repriced the first time. I apologize, and take full responsibility, the email stating this from management did not go out to you as I now see it was in my Drafts folder and I went on vacation right after for 2 weeks. However, the agent was advised to tell you this over the phone and I can see she did that. The "one-time exception" portion must not have been understood or relayed properly and I will investigate further to make sure the quality of service is up to par there as well and also put it in writing on your Invoice. It is true in past years Cruises-N-More and their vendor negotiations were allowing the exclusive promotion to be sustained even if repriced at a later date. However, that was many years ago now and the policy has changed, some newer agents may not be aware of those past procedures. Changes happen for all kinds of reasons included in our contractual agreements with the vendors and everyone's needs from one year to the next. Cruises-N-More's definitive goal is to provide the best service and overall value, calculating reduced fares along with which amenities are eligible for them, within the guidelines, so guests can make the most informed decision to either make the change or leave as is. Our ultimate satisfaction is your satisfaction knowing this was achieved from beginning to end of the relationship and we will continue to do so. Again, the gratuities are on the reservation, and included by our agency, but are no longer eligible with future price reductions because it was a one-time exception, something we are financially taking a hit on as a good will gesture due to the original miscommunication but cannot continue to do for future reduced value. We truly appreciate your business, and your time, and look forward to a continued rewarding relationship in the future. Sincerely, Tifni *************** Consumer Response /* (2000, 7, 2022/07/26) */ Thank you for your assistance; I am satisfied. After some confusion and communication issues, the bonus amenities were reinstated on July 20th thanks to T. It is unfortunate that it took as long as it did because in that time I cancelled a booking with them just before final payment and reserved two other cruises (our 74th and 75th) with another agency. However, because CNM honourably stepped up to the plate, I will book with them again in the future. Much appreciated!

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