Business ProfileforRegent Seven Seas Cruises

Kindly note this same complaint/guest was responded to three times on 4/16 and the terms of our cancellation policy (which is also provided on each invoice) was provided once again. We truly regret the medical situation the guests are facing but this is the exact reason for insurance coverage. Furthermore; when a guest is requesting an exception to a policy we humbly ask that the response of 'no' needs to be understood. Our response remains unchanged and, in the interest of others waiting patiently in line for a response, we have closed this case with no further response to be extended.

For reference, below is the full communication chain to date:

April 16, 2024




RE:      ******* /// VOY240515 /// *****

Hello Mr. ***** ***************,

I can certainly appreciate this is not the response you had wished to receive however; our cancellation policy does show the transfer of funds to another sailing is not permitted. Guests who purchase a voyage with Regent Seven Seas do not have exclusive rights to the resale of the suite itself. Therefore, the resale of a suite has no bearing on the cancellation policy or compensation to be provided.

Similarly; our cancellation policies for ancillary items are included in your invoice. As you can see the penalties for 100% begins at 60 days prior to sailing. You cancelled 30 days prior which would have left this in full penalty.



Please understand, my email to you was not intended to be callous or lacking compassion, but rather a fair and equitable response in consideration of all other guests who may experience a need to cancel. I truly hope that considering you did not have travel insurance, you will heed our advice and contact your credit card for possible coverage options as we are aware many card companies do have a degree of coverage they are able to extend.

Mr. ***** ***************, out of respect for both our time, and that of our other valued guests waiting in line for response, this will be our last communication but we do, once again, wish you well and safe travels to your next destination.

Regards,

********************************* | Guest Relations Supervisor
P: ***************
**************************** | www.rssc.com
Regent Seven Seas Cruises
***************************************************************************



AN UNRIVALED EXPERIENCE



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!
P Please consider your environmental responsibility before printing any documents.



From: ***** emails <**********************>
Sent: Tuesday, April 16, 2024 12:23 PM
To: guestrelationsreply <****************************>
Subject: Re: ******* /// VOY240515 /// *****

WARNING:EXTERNAL EMAIL - USE CAUTION AND BEWARE OF FRAUDULENT CONTENT AND LINKS

#1, we understand there is a waiting list for this cruise,even though you would not let us try to find substitutes after our cancellation-GREED you likely wont be out funds.   #2, you cancelled our first cruise, offered the 2nd option, which we accepted. We then tried to secure travel insurance but we could not because when you transferred our money to the 2nd cruise we were fully paid up and therefore couldnt secure that insurance.  #3 we paid extra for a ***** add on at the end of the cruise which there is no excuse for not refunding that cost.

WE WILL NEVER CONSIDER DOING BUSINESS WITH YOU PEOPLE AND WILL DO OUR BEST, VIA SOCIAL MEDIA, TO MAKE OTHER POTENTIAL CUSTOMERS AWARE OF WHAT DESPICABLE POLICIES YOU HAVE AND HOW LACKING EMPATHETIC AND GREEDY YOU PEOPLE ARE.   SUGGESTING MY WIFE GO WHEN I AM UNDERGOING CHEMO IS INCOMPREHENSIBLE TO **.    FROM OUR PERSPECTIVE, YOU DONT DESERVE TO BE IN BUSINESS AND WE HOPE YOU ARENT AT SOME POINT IN THE NEAR FUTURE.



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

On Apr 16, 2024, at 10:04 AM, guestrelationsreply <****************************>wrote:

April 16, 2024




RE:      ******* /// VOY240515 /// *****

Hello Mr. ***** ***************,

We are saddened we have been unable to provide an amicable response to your request for an exception.

In the spirit of full transparency, however, we must recognize that while your letter did ask for compassion, which we most certainly have for our valued guests, its main request was for circumvention of our cancellation policies in order to provide monetary compensation due to the fact that you did not purchase proper travel insurance to protect your investment. This would certainly not be fair to any other guest who may experience the unexpected need to cancel, which is why we respectfully declined your request.

Nevertheless, we certainly recognize your right to address your concerns via social media and we hope that the feedback you receive will better place this circumstance into a clearer perspective for you.

We also truly hope that our need to be fair and our adherence to our published policies will not preclude you from traveling with Regent Seven Seas Cruises sometime in the future.

Mr. ***** ***************, I truly hope this communication has served to clarify and, again, we wish you well and a speedy recovery.

Sincerely,

********************************* | Guest Relations Supervisor
P: ***************
**************************** | www.rssc.com
Regent Seven Seas Cruises
***************************************************************************



AN UNRIVALED EXPERIENCE



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!
P Please consider your environmental responsibility before printing any documents.



From: ***** Email <**********************>
Sent: Tuesday, April 16, 2024 11:34 AM
To: guestrelationsreply <****************************>
Subject: Re: ******* /// VOY240515 /// *****

WARNING:EXTERNAL EMAIL - USE CAUTION AND BEWARE OF FRAUDULENT CONTENT AND LINKS

Thanks for nothing.  We thought we were dealing with a classy company.  We were wrong.  You will see our posting on social media warning others about your lack of empathy and greed.   


KHM
Sent from my iPad

On Apr 16, 2024, at 9:21AM, RSSC Guest Relations <****************************>wrote:
? April 16, 2024




RE:      ******* /// VOY240515 /// *****

Hello Mr. ***** ***************,
 
Thank you for contacting Regent Seven Seas Cruises. We hope this email finds you both well at this time.
 
We are very sorry to hear that ************** was impacted by such a serious medical emergency that it necessitated your cruise cancellation. As you can imagine we receive quite a few requests of this nature as unexpected accidents and illnesses are inevitable. We hope you can understand that we have well-established policies, as do all other cruise lines, on when cruises can be cancelled.
 
In regard to the cancellation itself; we were disheartened in learning of ********* emergency and subsequent need to cancel. Our concern, however, does not negate or serve to circumvent our cancellation policy which is advertised and provided to all our guests and travel partners alike.
 
We hope you can recognize, cancellation policies are not exclusive to Regent Seven Seas Cruises and are created with the intent to be equal and do not discriminate or favor based on the nature of the cancellation. We simply cannot place one guests maladies over another which is why any reimbursement request is deferred to the guests own insurance.
 
Although you may have never encountered a situation where you have had to cancel your travel plans, Regent Seven Seas Cruises receives multiple cancellations on every sailing which makes it cost prohibitive for us to absorb the risk for those who chose not to take insurance and I assure you this is a very common request. We certainly understand that the early termination of your cruise was unforeseen and that this, and any related expenses you incurred, resulted in a substantial loss for you. However, we trust it is also clear that this was not due to any wrongdoing on the part of Regent Seven Seas Cruises.
 
Unfortunately,the possibility always exists that illness or other unexpected circumstances may arise that might make it necessary to cancel or alter ones vacation plans,which is why it is so important that guests safeguard their investment by purchasing trip insurance. Regrettably, Regent cannot assume the responsibilities of an underwriter in such situations.
Guests who did not necessarily purchase travel insurance are advised to check with their credit card for coverage options as well since they would be considered alternative coverage.
We hope you can also understand that allowing cancellation penalties to be moved to another sailing would constitute an additional monetary loss on a future voyage; therefore, we are unable to assume the risk by offering a credit towards a future voyage.
 
Mr.***** ***************, we are not seeking to trivialize your concerns, or discount your experience in any way. However, we trust that you will understand our position in this matter and sincerely hope that your travel plans will continue to include Regent Cruises in the future.
 
Sincerely,

********************************* | Guest Relations Supervisor
P:***************
**************************** | www.rssc.com
Regent Seven Seas Cruises
***************************************************************************



AN UNRIVALED EXPERIENCE

   

Thank You! Mahalo!Gracias! Obrigado! Grazie! Merci! D?kuji! Kiitos! Dank u! ?????! sa? e??a??st?! Msi! Te?ekkr Ederim! Ksznm! Salamat! Hvala Vam! ???????! Tack! Mauruuru Roa!
P Please consider your environmental responsibility before printing any documents.


 

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