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Adventure of The Seas 10/07 2017 not refunding

Discussion in 'Royal Caribbean' started by Camilo Estupinan, Oct 4, 2017.

  1. Camilo Estupinan

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    On the 1st of June, we did a reservation to travel for the first time with our baby girl (17 months old) on a dreamed vacation to the Adventure of The Seas sailing on 10/07.

    We bought all what was needed to depart from Colombia (we live in Cali, CO), Airlines Tickets (with AVIANCA our Country Flagship Airline), we did reservations on hotels for the days prior our sailing and a day after the sailing to take the flight to come back to our country.

    But due to the force of nature all that we have planned and dreamed just become on a blink of an eye on a nightmare on September 20th.

    We were supposed to flight to San Juan on September 30th, but due to damage sustained by the Island in general we start having some bad news:

    We had our hotels cancelling the reservations due to the conditions on San Juan:

    Miramar Hotel (Sept 30Th to Oct 7th)

    Embassy Suites by Hilton San Juan Hotel & Casino, Oct 14, 2017 - Oct 15, 2017 (

    And also, we had our flight cancelled:

    AV 258 BOG- SJU on September 30th.

    In consequence, they cancelled all our journey. (Avianca)

    The next flight to San Juan is on Thursday October 5th, but we have two situations: No hotels will take reservations for those days and Avianca does not have places to relocated us on that day flight and cannot guarantee us to flight us back after the cruise to our country.

    That make almost impossible for us to get to San Juan, furthermore travelling with our baby daughter put us on very difficult for us, as is distressing just the fact that we will be exposed to be a Stranded Tourist in Puerto Rico.

    Also, we have deep concerns about be stranded as daily life support is difficult right now in Puerto Rico.

    I´m pretty sure that for the restrictions with hotels and flights from my country I will not make to the sailing if it continues unchanged, I ask by many ways RCCL to consider the distress of the current situation in Puerto Rico and the impacts on us as your guests, that is why I´m asking if they can evaluate either a full refund, caused by Force Majeure or 100% credit for a future cruising in the next year as for sure we will be doing one.
     
    #1
  2. AMA

    AMA

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    The cruise will not be leaving from San Juan. Where is it leaving from?
     
    #2
  3. sas80

    Staff Member Advocate

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    Did you explain the situation and ask RCCL for a credit to apply to a future cruise? They won't refund you, but should give you a credit.
     
    #3
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  4. AMA

    AMA

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    According to RCCL's website, the cruise is leaving from St. Croix. Can you get to St. Croix?

    https://www.royalcaribbean.com/cruise-ships/itinerary-updates

    October 4 2017 at 2 PM EDT (next update tomorrow at 2 PM EDT)

    Future itineraries:

    Given Hurricane Irma’s impact to St. Maarten and St. Thomas, as well as Hurricane Maria’s impact to San Juan, we are altering the following ports for future sailings until these islands have fully recovered.

    As the recovery effort remains fluid and each island is working diligently to get back to normal operations, we will continue to communicate any port changes approximately four weeks prior to departure.

    Adventure of the Seas:

    10/7 – St. Croix to Martinique
     
    #4
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  5. sas80

    Staff Member Advocate

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    St Croix isn't wiped out?
     
    #5
  6. AMA

    AMA

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    #6
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  7. Patina

    Patina Moderator
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    No, they faired pretty well and have been instrumental in aiding both the USVIs and BVIs and now Puerto Rico. BUT to get to St. Croix usually you have to go through St. Thomas or Puerto Rico!
     
    #7
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  8. JVillegirl541

    Staff Member Advocate

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    Here is the Cruise Critic Roll Call for this sailing. I also saw the above info. It’s confusing but the above is the substitution of ports and not the Embarkation Port. Believe it or not RCCL is planing on departing from PR. According to RCCL the A of the S is sailing for PR as we speak and are allowing passengers to board a day early due to no Hotels and over nite on the ship. Our Poster has likely been provided this info. His options are listed on the website but he has to log into his reservation for already booked passengers. We can’t see it only he can.
    Wondering if he purchased and travel insurance?

    https://boards.cruisecritic.com/showthread.php?t=2437265&page=12
     
    #8
  9. Neil

    Neil Moderator
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    If they are changing the port they should be paying for changes in air for folks who now have to fly to St Croix.

    Have you called your travel agent to get help?

    This is not right for the cruise line to not pay for air change fees and if there are no flights, not refunding.

    I might consider calling your credit card company and asking about doing a dispute if they don't voluntarily try to help.

    Here are company contacts for Royal, start calling:

    Phone Contacts
    Main: (305) 539-6000
    Customer Service: (800) 256-6649
    Toll Free: (866) 562-7625

    Email Contacts
    RoyalGuestRelations@rccl.com

    Customer Service Resources
    Contact Page
    FAQ

    Social Media Contacts
    Facebook
    Twitter
    Google Plus

    Executive Contacts
    Primary Contact
    Ivette Gari
    Adjuster, Guest Claims
    1050 Caribbean Way
    Miami, FL 33132
    igari@rccl.com

    Secondary Contact
    Aurora Yera–Rodriguez
    Director, Guest Experience
    1050 Caribbean Way
    Miami, FL 33132
    ayera-rodriguez@rccl.com

    Carlos Leyva
    Chief Guest Experience Officer
    1050 Caribbean Way
    Miami, FL 33132
    cleyva@rccl.com

    Chief Executive
    Michael Bayley
    President and CEO
    1050 Caribbean Way
    Miami, FL 33132
    mbayley@rccl.com
     
    #9
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  10. JVillegirl541

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    They are not changing the Embarkation port. It’s still Puerto Rico and they are allowing passengers to board the night Before Sailing. What is shown above is a substitution of port calls.
     
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  11. Neil

    Neil Moderator
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    Thank you for clarifying. I went to the Royal agent site and they said NOTHING.
     
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  12. JVillegirl541

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    Me too, I got my info from the Roll Call for this sailing. I posted a link above. I am assuming that if our Poster he can sign into his Cruise Planner and all the info he needs is there. So once again I’m assuming he already has this info.
     
    #12
    Last edited: Oct 4, 2017
  13. jsn55

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    This, unfortunately, is a perfect example of the importance of purchasing insurance on any prepaid travel expenses. You just can't prepay cruises and hotels without covering those expenses with insurance. In the case of enormous natural disasters such as this, there are so many people harmed, so much property damage, so much worry and fear and so much effort to put things back together and get on with the cruises. Cruise lines have horrendous expenses and they need their ships out there cruising with paying guests.
     
    #13
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  14. Neil

    Neil Moderator
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    That's true but the cruise line needs to communicate timely with their travelers. Every passenger should have received an email telling them that the ship would be in port a day early to allow them to stay overnight on the ship instead of a hotel. Apparently that doesn't see to have happened.
     
    #14
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  15. Camilo Estupinan

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    Thank you, actually the thing is that the cruise is leaving from San Juan, and it is very difficult to get there on time. Thats why I´m trying them to understand this a Force Majeure
     
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  16. Camilo Estupinan

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    #16
  17. Neil

    Neil Moderator
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    But it was originally to leave from San Juan wasn't it? Why wouldn't your original flights work?
     
    #17
  18. technomage1

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    #18
  19. sas80

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    he said "we had our flight cancelled" implying that AVANCIA cancelled the original flight they booked.

    @Camilo Estupinan I'm curious - did AVANCIA reach out to you and tell you that they were canceling your flight? Or did you reach out to them and ask if you could cancel? Or did AVANCIA ask if you wanted to cancel your flight?

    in situations such as these, most airlines, if they decide to allow you to cancel, will offer an alternative flight and/or insist that you take a credit so that you can fly again with them.

    Do you have an airline credit? You could reinstate your original booking, possibly adjusting the dates, in order to fly in the night before, spend the night on the ship, and make the departure?
     
    #19
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  20. Camilo Estupinan

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    Neil, due to the impacts on the SJU (Luis Marin Int´l Airport) of the Hurricane Maria, they had flights restrictions (only yesterday the airport after 14 days of restricted operations, resume day long operations), our Airline canceled all the flights and could´nt put us on a new flight before the sailing.
     
    #20

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