December 2015 - Jewel of the Seas to Caribbean - Southern
After going on 40+ cruises, most of them with Royal Caribbean, the cruise last week on the Jewel of the Sea was the most disturbing experience. 99% of the crew was outstanding in every respect. There was only one person in a specialty restaurant that was rude and condescending and it wasn't our waiter. He was wonderful. I can't say enough good things about Daniel in guest services, Dani in the Hollywood bar for C&A guests, our room steward, Dalton, or our MyTime Dining waiter, Ash. They made an otherwise average cruise outstanding. The perfect weather was a plus.
Now, for the dark side of last week. We booked our cruise last summer and paid in full in August, a good four months before the sail date. I booked two adjacent balcony cabins on the 7th deck. I checked in from time to time with Royal Caribbean to make sure of our accommodations and verify our C&A preferences. I even checked their emails to passengers on their web site to make sure there weren't any questions or issues I needed to address. Nothing there. You can imagine my shock and embarrassment when we were denied boarding because they said we owed them more money. I told them we had paid in full last August and I had receipts stating our zero balance. They weren't interested. It was either pay up or go home. I had no choice but to give them my credit card in order to be checked in. They said if indeed I didn't owe the money, it would be refunded at guest services. That proved to be a huge untruth. As soon as we boarded, I immediately went to guest services and told my story up the chain of command. I finally reached as far as I could go to a wonderful and compassionate man, Daniel, who was determined to get to the bottom of the situation and get my money refunded. The only explanation we could get was on the receipt as MyTime Dining which made no sense because there is no fee for MyTime Dining. Daniel worked all week trying to get a legitimate explanation and my $100+ refunded, but to no avail. The problem has been turned over to our cruise agent and RCCL corporate to resolve. It should have been between them from day one, but RCCL knew they had me over a barrel and chose to intimidate me to extract additional funds. They continue to add bogus charges to my credit card even though I have a printout out of a zero balance. As I had a credit on my sail and sign account, the purser's office refunded that amount and assured me there would be no additional charges to my card on the morning of disembarkation. There have been at least two charges we can't identify on my Visa card this week. What in the world is going on with RCCL?