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Complaint Details
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Initial Complaint
04/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On Saturday April 13th, at 18:53 I booked a cruise through the united cruises website. The cruise was for 2 adults, onboard celebrity reflection, with celebrity cruises, including drinks and WiFi, in an inside stateroom. The price listed was $199 per person. I completed the full booking, with what was called advance deposit where I put forth $24.99 at time of initial booking.After booking, my confirmation had no information about drinks and WiFi. I contacted celebrity cruises about my booking who told me I dont have either. I contacted United cruises who told me the price for fares with drinks and WiFi included is not $199, and that I would have to pay for the difference if thats what I wanted. I tried to explain that based on what was advertised online, theres no reason why I shouldnt have drinks and WiFi. I provided the business with screenshots, and they still refused to fulfill the reservation as booked.
Business response
04/23/2024
April 23, 2024
Better Business Bureau
Complaint # ********
Re: *****************************To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.
We see that the booking is cancelled, and customer care was able to advise on the pricing and promotions that you booked online.
Thank you,
**************
Customer Relations SpecialistCustomer response
04/23/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
Ive ask several associates and not been provided with a reasonable answer. Most recently my booking was brought to the attention of ***************************. He stated he would conduct research on the booking and find an answer to my original 2 inquiries; 1) Why I am not receiving the beverage package and wifi when it was the rate I selected and booked through the site. 2) Ive been told that the price I paid is not the pricing for the included beverages and WiFi rate. If thats the case, why was the price advertised as such for $199 per person?
Additionally I shared with Junior that supervisor ******************************* had previously submitted for a team to go back and see how the sailing was listing at the time I booked. She stated that after verifying, she would be able to honor the pricing I booked.
junior denied this statement made by *********, and I am seeking still reasoning as to why. Additionally, junior responded per email stating my pricing could not be honored because I did not any confirmation from United cruises showing the beverage and WiFi rate. ****** had answered my question by simply restating what occurred. His response does not answer the reasoning as to why.
In summary, 3 separate questions have been asked and unanswered, and I have not received adequate responses.
*******
Business response
04/26/2024
April 26, 2024
Better Business Bureau
Complaint # ********Re: *****************************
To whom it may concern,
There was a system glitch, and we are able to see that the pricing and /or promotions were honored on 4/23/2024.
Thank you,
S Miles
Customer Relations SpecialistInitial Complaint
04/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We purchased **************************************** cabins through World Travel Holding (**********************) Our payment has been plagued with mistakes from the beginning such as swapping funds of a paid room to another room and using the wrong security code with the wrong cards. Our total payment is about $9K. Now we are being told that we owe for one of the rooms that has already been paid for. My bank is USAA who has been on the phone providing payment tracking and confirmation of payment. World Travel Holding contends that all the rooms haven't been paid for and that we owe another $1261.76. The burden of proof has been put on us even though ********************** has been on the phone with USAA and had been provided the tracking numbers. We have also provided bank statements that show the the monies have been withdrawn and paid to Royal Caribbean. After at least 10 calls and numerous email traffic, we are still tasked with the burden of proof and have also been threatened with our trip being cancelled and paying cancellation fees. We have also made hotel reservations and paid for flight tickets to get our children from ******* ******, **********, and *********. We stand to loose thousands. They gave us a deadline of 18 Apr to provide them with the extra $1261.76 which we do not have. All our fees were not paid by credit card. They were paid directly from my bank account using my debit card. I did my part and paid all the fees fully upon request. We've all coordinated our leave from our jobsBusiness response
04/18/2024
April 18, 2024
Better Business Bureau
Complaint # ********
Re: ***********************To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.As of April 17,2024 the booking shows paid in full and a $60.00 refund reflected from the cruise line.
Thank you,
**************
Customer Relations SpecialistInitial Complaint
04/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I booked a cruise with United Cruises (part of the World Travel Holdings group) and have a confirmation in writing with a deposit taken for $5137. 2 days later they change my price to $10739. Despite having this in writing they refuse to honor the booked price and are now requiring me to pay the difference (with a $1k credit) or cancel. They acknowledged their agent made a mistake but I feel I'm *********** the price I was given and booked with a paid deposit.Business response
04/08/2024
April 8, 2024
Better Business Bureau
Complaint # ********
Re: *************************To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.
It was a pleasure speaking with you today, ***************, and we are happy we could resolve this issue for you.
Thank you,
**************
Customer Relations SpecialistInitial Complaint
04/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a royal caribbean cruise through cruises.com on March 16, 2024 for two people. The book cost ******* USD for 7 night cruise in a balcony cabin. The booking went through and I was able to see all the details from their invoice and through royal caribbean website. Last weekend on March 30th, when I checked on royal caribbean page, my booking was cancelled for no reason. So I contact royal caribbean and cruises.com the following day.After talking with both party, royal caribbean said I should talk directly with cruises.com, cruises.com told me it was royal caribbean's mistake. They was able to resolve the issue but my cabin was downgraded from a balcony cabin to a non-balcony cabin, which typically priced a couple hundred dollar less than the balcony cabin. The downgrade was the only option I have, or I can pay an additional 1100 USD for my original room.This is simply unfair. Due to issues on their end (either cruises.com or royal caribbean), I'm basically forced to take a worst product with the same price. They did not offer any compensation at all.I worked with a travel agent ******************************* from cruises.com. I don't want to press anything against her personally, but this process is just wrong.I attached both previous version and updated invoice to this complaint. Notice the room type different under the Cruise Itinerary section.Business response
04/10/2024
April 10, 2024
Better Business Bureau
Complaint # ********
Re: *************To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.Thank you for allowing us to resolve the issue you had.
Thank you,
**************
Customer Relations SpecialistCustomer response
04/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************Initial Complaint
04/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Cruises.com come offered a $ ******** PREPAID **** CARD TO BE DELIVERED NO MORE THAN 8-10 WEEKS AFTER THE CRUISE. While they said they sent the card on January 24, I have yet to receive it and am not getting any follow up correspondence to help me retieve the funds. All I am being told is that the promotional department was contacted again to send the card and was given a bank credit card phone number to check on it, which does me no good since the card does not exist, at least in my possession. I require the $******** prepaid **** card to forwarded immediately as promisedBusiness response
04/05/2024
April 5, 2024
Better Business Bureau
Complaint # ********
Re: ***************To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.We have asked for a replacement card to be sent to ************ with trackable shipping to ensure delivery.
Thank you,
**************
Customer Relations SpecialistInitial Complaint
03/31/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We booked a cruise with cruises.com with the enticement of a $250 on board cruise credit for using them. The travel agent talked me into getting insurance we did not need as already had it, to get the total price up to qualify for this $250 credit.HOWEVER with all of the reading to me of the details, I WAS NEVER told I had to go into a confirmation email to retrieve this 4259 credit 22 days before cruise. I called the travel agent and asked him to listen to the phone recording as we should have been informed. He refused!I had to call to even confirm the cruise as I did not receive the confirmation email until I called to complain. Easy to look at date of booking and day email sent! CONFIRMATION NUMBER: ******** Confirmation Number(s):Cruises.com: ************** Norwegian Cruise Line: ********Business response
04/01/2024
Thank you very much for giving us the opportunity to respond.
******************* made her reservation with Cruises.com - This complaint letter was sent to Cruise.com, two different companies.
This complaint needs to be sent to the correct company and removed from our account.
Sincerely,
*************************
Sales Director
Cruise.com
Business response
04/03/2024
April 3, 2024
Better Business Bureau
Complaint # ********Re: *************************,
To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.
We have added the **** prepaid ecard promo to the clients reservation as a courtesy, the ecard amount will be $200.00.
Well include the ecard on the next order to be delivered via email with in 4 to 6 weeks post travel.
Thank you,
**************
Customer Relations SpecialistInitial Complaint
03/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked my cruise in September 2023 and at that time I was told if I book two balcony cabin, I will get one night specialty dinner per cabin, but I contacted cruise only travel agent numerous time and they told me they will review and call me back. I requested them to pull call record from that day to verify what was the offered to me during booking along with some on board credit per room to spend on board. I am very disappointed that my cruise is one day away on March 25th and I havent heard from cruise only yet with any resolution.Business response
03/27/2024
March 27, 2024
Better Business Bureau
Complaint # ********
Re: *******************To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.
The onboard credit was added to both of their reservations on 3/7/2024. The clients are currently on-trip, and we are not able to add the 1 specialty dining per cabin to their 2 cruise bookings. When the client is back from sailing if they did dine at 1 specialty restaurant during the cruise we will refund that cost to them, we will need a folio or receipt from that restaurant.
Thank you,
**************
Customer Relations SpecialistInitial Complaint
03/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On March 13, 2024, I purchased a 14-day ****** Canal cruise for 4/20/2024 thru 5/3/2024 on Celebrity Summit. Cruise.com advertised that a classic drink package and a basic wifi package was included in the price. However, upon checking my invoice and the Celebrity app, neither package was listed. On 3/20/2024, I called cruise.com customer service to inquire about what happened. The representative kept saying the promotion was not on the order, and she said if I qualified, then the packages would have been automatically applied. Finally, she checked the current ad, and said she sees the promotions, but you have to click on a link to see that it expired on 12/31/2023, which was nearly three months ago. Since I was happy to have any drink and wifi package, I did not click on the link. I received no explanation why cruise.com keeps advertising an expired promotion.I feel this was very deceptive marketing by cruise.com to get my business. I am requesting that cruise.com honor the advertised promotion, by adding the free drink and wifi packages to my cruise booking.Business response
03/25/2024
March 25, 2024
Better Business Bureau
Complaint # ********Re: *******************************
To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. We are unable to find a cruise booking under the name, email address and phone number provided.
I noticed in the complaint it mentions Cruise.com. World Travel Holdings *** is not affiliated with Cruise.com.
Thank you,
**************
Customer Relations SpecialistCustomer response
03/27/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was paid for cruise by using Uplift a loan service. I decided to cancel the cruise after noticing no phone # worked when trying to contact an agent about the cruise ************. I would like to cancel the cruise, but their corporate numbers do not work nor do their customer service number work however UPLIFT the loan service shows a loan was paid to them. Cruise number ***********Business response
03/20/2024
March 20, 2024
Better Business Bureau
Complaint # ********
Re: *********************To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.We located your cruise reservation, we are unable to cancel your cruise without speaking to the payer on the reservation, this is for your security. Please call ************** and speak with one of our dedicated customer care staff.
Thank you,
**************
Customer Relations SpecialistInitial Complaint
03/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
3/10/24 I attempted to PIF my balance online. I had to call in and ***** said due to a system error my reservation was canceled. She was able to reschedule my trip and gave a new confirmation of *******. The old ******* had been canceled. I advised her I talked to my credit card company and the old balance was still pending she said it will fall off in a couple of days. I called 3/12 and PIF $2,272.74 with ******, I advised that I called my card company and the old $2,468.60 was still pending he said it was canceled on their in and to disregard. 3/18 I saw and confirmed both amounts had been paid. I called and spoke with ****, after over an hour she advised she had requested a refund of the old balance. I asked to be compensated for my time. She said her supervisor ****** offered a *** $100 onboard credit, I asked for a case of water as well for all my troubles, and if I could speak with ****** directly . I was the advised that If I just had to speak with ************** wouldnt get the offer at all, and Id have to wait another ***** minutes to get to talk with a supervisor. No apology for my inconvenience nor all the time Id spent trying to correct their mistake. Id been on the call over and hour. 4 calls to Cruises Only, 2 to My credit card and 2 to Royal Caribbean. My time was NOT Valued at all by Cruises Only. I think the water is a fair askafter all I did ALL the leg work for them. **** had no problem with me filling a complaint and had No empathy for what they put me through. On to the next victim.Business response
03/19/2024
March 19, 2024
Better Business Bureau
Complaint # ********
Re: *****************************To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.
Thank you for the opportunity to resolve your concerns and it was a pleasure speaking with your today.
Thank you,
**************
Customer Relations SpecialistCustomer response
03/19/2024
Better Business Bureau:
I have spoken with *********************, and I am very satisfied with the customer service and resolve I received. Thank you for sending my concern to them.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************
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