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Royal Caribbean area offered Stan Fernald and his wife the opportunity to bid on an upgraded cabin for their upcoming cruise. So they did. And so but days before the Freedom of the Seas set canvas, the cruise line accepted their $4,200 RoyalUp bid. Only this wasn't welcome news for the couple. Not at all. Past that time, they had paid Royal Caribbean thousands of dollars to switch to one of the largest suites onboard the ship.
The motel Royal Caribbean awarded the couple through RoyalUp was really a RoyalDown.
The Fernalds rejected the smaller cabin assigned to them through the auction. And Royal Caribbean just as quickly rejected their refund asking of the $4,200 bid.
Now with RCCL continuing firm on the nonrefundable nature of RoyalUp bids, Fernald is asking for our help. He hopes we tin can convince the cruise line they've made a fault and get his money back.
Can we do information technology?
Planning a Purple Caribbean area cruise to escape the winter
Final summer, Fernald and his married woman decided that as a Christmas present to themselves, they would take a Royal Caribbean cruise in January. Looking through all the options RCCL had to offer, leaving from the port in Galveston, Texas, the couple settled on a seven-day prowl through the western Caribbean.
The couple booked a Grand Suite onboard the ship and began to prepare for their adventure.
Not long after we booked the prowl, Royal Caribbean started emailing usa about bidding on an upgraded cabin. So I bid on some of the options. We were already in a nice one-bedroom suite, but I idea some of the options the RoyalUp program offered seemed worth it. (Fernald recalling his RoyalUp bids)
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Fernald placed his bids and then didn't think much more well-nigh information technology. He and his wife were happy with the Grand Suite, only if any of the other possibilities panned out, that would be great, likewise.
Calculation one more person to this RCCL prowl
At Christmas, Fernald and his married woman were excitedly discussing their upcoming prowl with his sister-in-law.
"She [his sister-in-law] decided to come up with u.s.a. on the cruise," Fernald explained. "She would be past herself, and so I decided to inquire Royal Caribbean area how we could comfortably add together her to our reservation."
The current room just had one bedroom. Non wanting their new roommate to be forced to sleep on a burrow, the group decided that at present a cabin upgrade was a must.
Fernald chosen Royal Caribbean and explained the state of affairs to the consultant. Soon the family was presented with a pricey but acceptable respond to their problem.
The RCCL cruise consultant explained that the Villa Suite was vacant for their sailing. With just iii weeks earlier the cruise, Fernald could secure the cabin for a little over $4,000 with his sister-in-law's cruise fare factored in.
The Villa Suite (formerly called the Presidential Suite) is a four-bedroom cabin on the Liberty of the Seas. The cabin has plenty of space inside, merely its real shining signal is the outdoor infinite. The suite'due south balcony has a jacuzzi, a big bar, and lots of sitting areas.
Fernald was sold. He paid for the upgrade and soon received the confirmation that the trio would be sailing in the Villa Suite.
Then two days subsequently, came an unexpected "congratulations" from the RoyalUp team. It brought confusing, unwanted, and expensive news.
Wait a minute! This isn't an upgrade, Majestic Caribbean!
2 days afterwards confirming our paid upgrade to the 4-sleeping accommodation Villa Suite, I got a confusing email from Royal Caribbean. The prowl line congratulated the states on our RoyalUp upgrade to some other ane chamber suite. Nosotros were already confirmed in the big four bedroom suite, then this made no sense. I assumed that my bid for an upgrade would accept been automatically canceled subsequently the Royal Caribbean consultant helped united states to secure the Villa Suite.
That was an assumption that turned out to be entirely incorrect. As information technology turns out, the RoyalUp department and the booking section don't communicate very well.
So now Fernald had a $four,200 problem on his hands. After spending much time ensuring that his paid upgrade to the Villa Suite was reinstated, his first intention was to enjoy his tropical wintertime cruise.
If you pay to upgrade your cruise motel, shouldn't RoyalUp cancel any pending bids?
During his cruise, Fernald tried to straighten out the billing trouble with guest services. Unfortunately, he says that no one on lath the ship seemed to grasp what he was explaining had happened. Eventually, he gave up and decided to deal with what he believed to be a simple billing trouble once he returned home.
He was 100 pct wrong with his assumption that this trouble could be easily resolved. It took him three months to determine that he needed some outside assist to assistance fight this boxing against Royal Caribbean area.
One day, he was surfing through the internet and found some Elliott Advocacy cruise fiasco stories that caught his middle. He was encouraged that our team had been able to correct problems with the prowl line giants, and he hoped nosotros could aid him too.
"Can yous help me?" Fernald asked. "Or should I just give up this fight with Regal Caribbean area? But $4,200 is a lot to lose."
When I read through his newspaper trail, I was confident that he should not give up his fight.
Elliott Advocacy investigates: Can Imperial Caribbean double dip on this upgrade?
Fernald's paper trail was certainly confusing, to exist sure. When I reviewed what he had presented to the Imperial Caribbean area team, I wasn't quite sure what had happened. I doubtable that the Majestic Caribbean area team was similarly dislocated.
To ensure that your message is received most favorably, particularly if your issue is complex, y'all need to follow Christopher's guidance in his article on self-advocacy. Continue your complaint short and polite, and make certain that it is easily understandable from an outsider's signal of view. And leave out all inapplicable data. Ask yourself if any parts of your narrative are necessary for the reader'south understanding of the core problem. If not, remove the information. Inquire a friend who isn't familiar with the problem to read your complaint and requite you feedback on its clarity.
Remember, cruise lines, airlines, and consumer advocates are receiving hundreds, if non thousands, of complaints and requests for help every week, so if your problem isn't articulate, they might not spend the time to decipher it. (But don't worry, our squad will.)
After a top Royal Caribbean executive offered Fernald only $i,500 in cruise credits for his "inconvenience," I was sure the prowl line's squad did not have a firm understanding of what had actually happened here. After all, the next step the cruise consultant who booked the family'due south upgrade should have taken was to cancel any pending RoyalUp bids – unless they would have upgraded the family further.
Information technology was time to enquire our friends at Royal Caribbean area what had happened hither and if we could finally correct this problem for the Fernalds.
Asking Royal Caribbean what went incorrect
Howdy **** & the remainder of our RCCL friends!
I have another case over here that I hoped you could take a look at. Stan Fernald and his wife were passengers on the Liberty of the Seas on January. 16, 2022.
Originally they booked a One thousand suite. They bid for a RoyalUp upgrade in the hopes of an upgrade to the Royal Suite ($4,200 bid). Only So, they added another person to their reservation and paid to upgrade to the iv-sleeping accommodation Villa Suite on Dec. 31. On January. 1, RCCL sent the couple a congratulatory message that they had won their bid, and for an additional $iv,200, they received a downgrade to the Regal Suite from the Villa Suite.
Stan straightened out the motel alter by showing that he had already paid for a complete upgrade to the bigger suite and RCCL put him back in the Villa Suite. The Fernalds enjoyed the Villa Suite and their cruise very much. Merely RCCL kept the additional $4,200 for the bid that [client service] should have canceled later the couple paid to upgrade to the bigger suite.
Last week, Royal Caribbean offered the couple a $1,500 FCC for this confusion. Simply looking at the correspondence, I didn't get the impression that the RCCL representative really understood what happened here. (I'thousand non sure Stan explained it clearly — his caption was a bit confusing)
It seems like in that location should be a policy in identify that would stop an "upgrade" from processing if the passenger is already booked in a college cabin category. Could your team take a expect at the transaction history of this couple's cruise and see what you can practice at this point?
Give thanks you! 🛳😊 (Michelle to the Purple Caribbean executive team)
Royal Caribbean: "RoyalUp bids are nonrefundable."
Soon I got a response from one of our executive contacts at Royal Caribbean reiterating the same $1,500 cruise credit offer.
Honey Michelle,
Thank you for contacting us regarding Mr. Fernald's RoyalUp concern.
Per review conducted, I am sending this response to you to confirm Mr. Stan Fernald's concerns were thoroughly addressed with him and although his compensation asking was denied as the upgrade payments made for bids, accepted through RoyalUp, are final and non-refundable, Future Cruise Certificates were extended to him and his wife and these certificates are valid until Mar. eight, 2023.
Thank you lot again, Michelle, for reaching out to usa on behalf of Mr. Fernald. We value his patronage to Royal Caribbean International and hope to be of service to him and his wife in the near time to come.
Sincerely,
**** ****
Executive Function
Royal Caribbean Cruises Ltd.
This definitely wasn't the response I hoped for… And although our team doesn't strive to become pests to the companies we mediate with, I felt that there was still some disconnect about what actually happened with this couple's reservation.
And so I tried again. Afterwards all, $4,200 was on the line.
Honey Imperial Caribbean area: Please look at this case one more than time
Hi ****,
Thanks for getting back to me. We're going to be publishing an article almost this case, so I want to make certain that all the facts are articulate on both sides. Your customer bid on an upgrade. However, later he paid for an upgrade to what I recollect is i of the biggest cabins on that ship (4 bedrooms). The Imperial Caribbean guest services assisted the couple with that upgrade.
It would seem that once he paid for that upgrade to the giant suite, that the next pace should take been for Royal Caribbean to abolish the RoyalUp bid since none of the RoyalUp options would take really been an upgrade. This seems like an oversight on the part of whoever at Royal Caribbean area processed the upgrade to the behemothic suite. Purple Caribbean area took payment for the upgrade to the iv bedchamber suite and then an boosted $four,200 payment for the RoyalUp bid that was actually a downgrade.
Could you just ostend if this is your agreement of the details of Stan'southward state of affairs? And if and so, shouldn't he minimally receive a hereafter credit for the entire price of the RoyalUp bid? Cheers!! 😊 (Michelle to Royal Caribbean)
So — success!
The adept news: Here's your refund for the RoyalUp bid
Soon I received the fantastic news that the RoyalUp squad and the customer service team at Royal Caribbean had made a connection. The two teams recognized that something had gone wrong here. It would appear that even though the Villa Suite is much larger, RCCL identifies the Imperial Suite equally an upgrade. This seems to exist what caused the RoyalUp bid problem in the arrangement.
Beloved Michelle,
Thank you for your return e-mail.
I have shared it with our RoyalUp management squad, who shared the enclosed information and brash the RoyalUp bid amount will exist refunded.
The guests chosen and paid the difference to become from their original stateroom to the Villa Suite 6414. As the Purple Suite is a higher stateroom than the Villa Suite, their RoyalUp bid was still active, and on January. 1, information technology was actioned and charged.
When the customer chosen our client service and was inverse from a Regal Suite to a Villa Suite on Jan. 2, the customer service agent should have besides refunded the RoyalUp bid amount, and this refund volition be processed.
Cheers for your follow-up, Michelle.
Sincerely,
**** ****
Executive Office
Royal Caribbean Cruises Ltd.
Fernald is super pleased to get his "upgrade" fee refunded and is happy to let the $iv,200 problem sail off into the horizon (and dorsum into his wallet!).
Michelle, thank you so very much for all. Amazing piece of work and greatly appreciated. I know information technology was a very convoluted situation for all sides and truly no one's fault. Big corps have trouble communicating. (Stan Fernald)
RoyalUp: Here's what yous need to know about behest on a cabin upgrade
Our team frequently receives requests from travelers who've bid on various types of upgrades, and things have gone wrong. From prowl cabins to business organisation class seats on international flights, nosotros've seen a lot of upgrade fiascos. Typically, these mishaps result from the consumer not fully understanding the bidding procedure. The RoyalUp program is fairly straightforward, only there are a few things you should exist aware of before you bid on a cabin upgrade for your next cruise.
- RoyalUp bids are nonrefundable.
This is very of import to keep in listen. Later Royal Caribbean area accepts your bid and confirms your upgrade, that seals the bargain. RoyalUp upgrades are not refundable even if you lot change your heed later. - Not all bookings are eligible.
Not all Royal Caribbean passengers tin bid on an upgrade. Some fares and sailings are not eligible. If you tin bid on an upgrade, you may receive an e-mail request if you're interested in trying for a RoyalUp upgrade. That email will contain the diverse options and bids required based on what the rider has paid for their current cabin. If you don't receive an email offering upgrade options, yous can check your eligibility for the RoyalUp programme here. - Bids are per person for 2 guests.
When you bid on an upgrade, continue in mind the toll you lot run into is per person, based on two people. So make sure to factor that into your overall budget. The good news? Royal Caribbean will only charge you for 2 people for the upgrade, even if other cruisers are listed in your current cabin. - Upgraded prepaid tips will utilize.
Yes, this is a controversial topic, just if y'all've prepaid your gratuities or if yous haven't made your tipping desires articulate to the cruise line, y'all will be machine-upgraded for the suggested tips for your new cabin category. To find out what those electric current rates are and how to opt out of auto-tipping (earlier the end of the prowl), see: This is what happens if you don't want to tip on a cruise. - Upgrades vary – Photos are just examples/drawings.
We recently received a complaint from a cruiser who had used the RoyalUp programme and got elevated to an Aquatheater suite. He was shocked that it didn't really match up to the pictures that RCCL shares on its website. Read the fine print on the site, and you'll discover that many of the cabin photos are creative person renditions or crude approximations of the cabins, which tin can vary widely. To become an accurate view of the cabin you lot're considering bidding on, it's best to put the cabin'southward name and ship into the Google search field. You lot'll surely find links to YouTube videos from existent passengers who've already sailed in the motel. It'southward essential to do this earlier you identify your bid. Visiting the Cruise Critic forums is another way to get an accurate understanding of whether or not you lot would like to upgrade to a detail cabin – before you commit yourself to information technology. - You can bid on multiple upgrade possibilities.
You can bid on more than ane upgrade possibility through the RoyalUp program. But remember, any of your bids could be accepted, so don't reach across your budget. Being upgraded to a beautiful, luxurious suite isn't much fun if you spend the entire cruise (and afterward staring at the credit card bill) with buyer's remorse. Only bid on the upgrades that fit comfortably into your budget. And PS, impulsively ownership expensive jewelry during your cruise is also a recipe for another type of cruise fiasco. Remember, buyer'southward remorse volition ruin even the best holiday and is a consumer problem that even the Elliott Advocacy squad can't fix! (Michelle Couch-Friedman, Elliott Advancement)
Earlier y'all go: Looking for more Royal Caribbean cruise fiascos? Here'due south 1 for you: Imperial Caribbean allow my frenemy cancel my cruise. Assist!
Source: https://www.elliott.org/cruises/royal-caribbean-new-what-if-royalup-cabin-downgrade/
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