October 2015 - Independence of the Seas to Caribbean - Eastern
First day of cruise was great, but on Monday I discovered that our On Board Credit of $275.00 was deleted and we had none. We went to Guest Relations only to be told that we needed to take it up with Cruises Only. I called the number for the agent we dealt with but she never answered the phone. When we finally got someone they tried to blame it on us saying that I didn't do the survey, which I did and even verified after I did with our agent. After 2 1/2 hours of getting no where and becoming more frustrated. I told them that someone better get it fixed before we get off the ship. We missed the evening show on the ship. On Tuesday when we got up we checked our on board account which only showed a $100.00 credit - still missing $175. So I called our agent again and got no answer, left message that we were in San Juan and I would leave my phone on to call me. NO CALL. I called the 800 number again and spent another 2 hours on the phone. They said that it was Royal's fault and that $200 should be in our account. They would have to credit me the other $75. I was fuming by then as we missed time touring San Juan as we were not there long. I asked if they could compensate us with a bottle of wine in the room or a free speciality dinner and they said they couldn't and since it was Royal's mistake to check with them. I checked with Guest Relations when we got back on the ship and they insisted that it was not their fault and that it was Cruises Only error. They would not compensate us. So now we are waiting to see it Cruises Only refunds us the $75.00 - to date we haven't received it. Based on this bad experience - we will not be using them again. Neither will our friends that were cruising with us.