What is RCCL hiding?

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Jul 9, 2019
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#1
We have scheduled 3 cabins for a sailing on the Allure of the Seas leaving on October 6th. The main reason we booked this ship was because it was going to St. Thomas. We booked in Late march confirming in Late April a change. Less than 2 weeks later we get a notice that because of mechanical problems, the ship couldn't make it to St .Thomas. Needless to say we weren't happy with the change and after talking or Emailing numerous people at RCCL, including Christon Butler, our original contact and Kally Meghoo from the Executive Office, we were basically told our options were:
1. Go on the original cruise
2.If we wanted to change to another ship that was going to port in St. Thomas, we would have to pay $600.00 to $900.00 more per cabin! BUT, RCCL would waive the change charges!!! How decent of them especially when we wouldn't need to change, if they didn't already change the original booking!
3.If we cancelled, we would lose $100.00 of our original $500 down payment and the other $400 would be credited to a cruise in the future.
After numerous attempts to get RCCL to see reason on this and after Kally sent me an Email, and I quote:
" I regret your continued dissatisfaction with my response, however, please note this executive decision has been made after thorough research by the appropriate departments. We are unable to offer any additional information regarding this matter. We apologize for any further disappointment but once again, this has been thoroughly reviewed as necessary b fore confirming and communicating the changes with our guests.
While we appreciate your feedback, this will be the final response in regards to this itinerary change"
What she doesn't want to answer is the new question I had asked her:
If the Allure can't get to St. Thomas in October, why is RCCL advertising the Allure on their website as getting to St. Thomas on their November sailings? I was told the ship couldn't be repaired until it went into dry dock in April or May of 2020. RCCL refuses to answer the question, even when I reported it to the BBB. They say it takes a long time to change ports and they work in batches of several months at a time. Well then if they work that far in advance, wouldn't they know when I booked in April, the ship wasn't going to make it to St. Thomas, since they let me know only a couple of weeks later? How is the ship going to get there in November without going in to drydock?
Why won't RCCL answer my questions:
1. What date was the mechanical problem first discovered?
2. If you can get there in November, how come you can't get there in October?
3. If you know the ship isn't going to be able to make it to St. Thomas in November, why are you still, as of this morning, July 9th, showing the Allures itinerary as going to St. Thomas.
I truly feel that RCCL knew before we even booked, that the ship wasn't going to St. Thomas and I also feel that RCCL's attitude is that once they had their money they could do whatever they wanted to. We made our final payments, since we didn't want to lose any money. But this whole episode is just not right.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
#2
What kind of “change” charges are you talking about? There are no change fees unless you booked the non-refundable deposit rate. Is that what you booked instead of the refundable deposit?

Unfortunately in the contract you agree to by making your deposit, the cruise line has the right to change the itinerary. So it appears that the options they are giving you are your options. They have to dry dock the ship to fix whatever is wrong and cannot get the ship into dry dock before you cruise to fix what is wrong with it and perhaps they are hoping to dry dock earlier.

If it makes you feel any better, I was booked on an NCL cruise with 4 ports in 12 days. A week before we were leaving they cut the cruise by two days and it two of the ports off. That is 50% of the ports. The ship was going into dry dock after our cruise and they decided to get it into dry dock 2 days earlier. No one believed that NCL didn’t know much earlier than a week before. We were past final payment and were not offered a full refund
Use our company contacts and go over the people you have been writing to:

https://www.elliott.org/company-contacts/royal-caribbean/
 
Likes: jsn55
Jul 9, 2019
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#3
RCCL refuses to answer my question
They told me they weren’t going into dry dock until April or May.
How are they getting to St. Thomas in November and not in October?
That is bait and switch.
Why won’t they tell me the date they found out the ship had mechanical problems?
 
Aug 29, 2015
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#4
People on Cruise Critic mentioned an Azipod issue as far back as mid-March 2019. The issue is that since The Oasis dry dock incident in the Bahamas, the dry dock is out of commission. Royal is having to juggle until the dry dock is repaired or until a ship can cross the Atlantic for repair.

They have elected to wait to repair Allure until next year due to this.
The damaged dock facilities have caused a number of other issues with repairs and refurbishments for Royal and Celebrity owned ships.

It sounds as though you booked one of the nonrefundable deposits. Since that is the case, if you change the ship or dates, they will charge you $100 per person. That is in the terms and conditions.

Also in the terms is that they reserve the right to change the ports at any time. Even without advanced notice. You could have boarded the ship only to be told you were simply sailing to Cozumel and back due to a storm, or some other reason. How it goes.

It sounds like they are simply charging you the difference between the price of the cruise you booked and the price of the cruise you want.
 

jsn55

Verified Member
Dec 26, 2014
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#5
Your situation is kinda nasty, but RCCL will probably not respond to your demand for information. Take whatever they're offering and move on. I understand your frustration, but some times you can't just get what you want. Time to pull up stakes and find a different cruise. I would suggest you use a travel agent who specializes in cruising. As Algebralover says, there are all kinds of reasons that this happens. Do some research on Cruise Critic and you'll probably find out all the facts. Meanwhile, book a cruise you like. Life is short and vacations are important.
 
Jun 24, 2019
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#6
I've had experience with RCCL customer service. Even though in the end I got RCCL to write a check, that was due more to persistence, and efficient use on my time sitting in traffic in Los Angeles. Take the best offer they made and move on. In my case, in the end, RCCL's executive office identified ten times their staff violated company policies. Some were documented in calls RCCL recorded. RCCL admitted their credit policies were "bewildering." That was their word for it. Once again, take their best offer and move on. Don't let RCCL ruin your vacation.
 
Jul 9, 2019
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#7
RCCL is not offering anything, just take the original cruise and shut up, or pay more money to get what we thought we already had.
If they knew there were problems in mid March but still sold me an itinerary going to St. Thomas in late March, that is blatant bait and switch tactics especially since we let our “RCCL cruise specialist” know our main objective was to go to St. Thomas. What burns me is they are still showing the November cruises going to St. Thomas. Again how does Allure get there in November without going into dry dock? C’mon RCCL have the guts to answer the question!
 
Jul 9, 2019
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#8
People on Cruise Critic mentioned an Azipod issue as far back as mid-March 2019. The issue is that since The Oasis dry dock incident in the Bahamas, the dry dock is out of commission. Royal is having to juggle until the dry dock is repaired or until a ship can cross the Atlantic for repair.

They have elected to wait to repair Allure until next year due to this.
The damaged dock facilities have caused a number of other issues with repairs and refurbishments for Royal and Celebrity owned ships.

It sounds as though you booked one of the nonrefundable deposits. Since that is the case, if you change the ship or dates, they will charge you $100 per person. That is in the terms and conditions.

Also in the terms is that they reserve the right to change the ports at any time. Even without advanced notice. You could have boarded the ship only to be told you were simply sailing to Cozumel and back due to a storm, or some other reason. How it goes.

It sounds like they are simply charging you the difference between the price of the cruise you booked and the price of the cruise you want.
The cruise we booked was the one we wanted. If the problem started before we booked, then RCCL took our money under false pretenses or bait and switch
 

weihlac

Verified Member
Jun 30, 2017
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2,055
113
Maui Hawaii
#11
Suggest you go to Cruise Critic and research there.

Also, you may wish to moderate your posts. Just as car rental companies have DNR (do not rent-as one of the current posts discusses), cruise companies have DNC (do not cruise) lists. You may find you "win" the battle but end up on RCCL's DNC list, where any existing credits are worthless.

RCCL is not going to give you proprietary information. Although based in Miami, it is incorporated in Liberia
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
18,927
17,142
113
New York
www.promalvacations.com
#12
Another thing to consider is you could be on a ship that has St. Thomas as the itinerary and if a storm is happening while you are sailing, they could change to another island at the last minute.

Algebralover is 100% correct- if St. Thomas is the only reason you are taking a cruise- do a land trip instead because anything can happen at the last minute.
 
Likes: Algebralovr
Jul 9, 2019
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#13
They offered to wait the $100 per person change fee, and put you on another ship.

If you really want to go to St. Thomas, you need to plan a vacation directly to St. Thomas. Cruises change where they are going all the time.
They only offered to waive the change charge, they wanted to charge us another $600 to $900 per cabin on a different ship
 
May 1, 2018
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#15
The cruise we booked was the one we wanted. If the problem started before we booked, then RCCL took our money under false pretenses or bait and switch
Unfortunately that's just not the case. The other contributors on this thread have tried to explain the cruise line's terms and conditions as well as how to correctly advocate for yourself. You don't seem to be listening to any of it because it doesn't validate your world view.

I understand you're upset and it's definitely OK to vent, but you need to realize that the people here are trying to help you. Your accusations of the cruise line of lying and bait and switch are simply not grounded in reality and detrimental to your case.

Sometimes in life sh..tuff happens! I encourage you to take the advice here to find a reasonable resolution and stop stressing over imaginary grievances so you can enjoy your vacation.
 
Jul 9, 2019
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#16
I understand all of RCCL's contract ability to change ports etc. My biggest issue with RCCL is they are advertising itineraries on the Allure going to St. Thomas in November. How can they get there in November and not in October without going into drydock to repair the problem. I feel RCCL is using bait and switch tactics on these sailings and should come clean.
 
Feb 12, 2019
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#18
I think at one point they might have been debating a Bahamas dry dock to fix the Allure, but with the Oasis accident the ships can no longer dry dock over here so they have to wait until she goes to Europe. I think why they haven't for sure switched the later is they might be waiting to see if Bahamas can be repaired or another alternative arising (see what carnival is doing with their vista repair).

If you do switch to the other cruise you still might miss it - October is prime hurricane season.
 
Likes: jsn55
Jul 9, 2019
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#19
Unfortunately that's just not the case. The other contributors on this thread have tried to explain the cruise line's terms and conditions as well as how to correctly advocate for yourself. You don't seem to be listening to any of it because it doesn't validate your world view.

I understand you're upset and it's definitely OK to vent, but you need to realize that the people here are trying to help you. Your accusations of the cruise line of lying and bait and switch are simply not grounded in reality and detrimental to your case.

Sometimes in life sh..tuff happens! I encourage you to take the advice here to find a reasonable resolution and stop stressing over imaginary grievances so you can enjoy your vacation.
What do you call it, if the cruise line knows it is not going to get to the ports it is advertising but takes your reservationsand money based on the published itinerary? When RCCL answers my questions and shows me the exact dates that this ships' problems came about, I will either apologize or feel vindicated
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
18,927
17,142
113
New York
www.promalvacations.com
#20
I understand all of RCCL's contract ability to change ports etc. My biggest issue with RCCL is they are advertising itineraries on the Allure going to St. Thomas in November. How can they get there in November and not in October without going into drydock to repair the problem. I feel RCCL is using bait and switch tactics on these sailings and should come clean.
That is a question to ask when you write using our company contacts to the first executive listed. I’m also curious about this.
 
Likes: Patina