RCL is another word for the "customer is always wrong"

Explorer of the Seas Cruise Review to Caribbean - Southern

bertieboy54

Contributor Level: Purser

Cruises: 2-3 cruises

Review: 1

Helpful Votes: 19

Overall rating:

3.2 out of 5

7 Night Southern Caribbean (San Juan Roundtrip)

Sail date: December 05, 2021

Ship: Explorer of the Seas

Cabin type: Suite

Cabin number: 1854

Traveled as: Family (older children)

Reviewed: 2 years ago

Review summary

I chose this cruise as a replacement for the one that COVID-19 got cancelled back in March 2020. This one had the same departure location (San Juan) and actually a bit of a better itinerary (6 island stops). I had never cruised with RCL before but heard good...boy was I wrong. Here is what went wrong for my combined group of 7 (4 cabins): 1. The terrible customer service started after we booked in May 2021 for pretty great rates, but due to COVID-19 space restriction (or so RCL claimed) they upgraded or moved our cabins at “no charge” from Promenade View to Balconies. The only issue with this was their system defaulted back to MSRP rates when they switched the rooms and we each spent 3-4 hours arguing with customer service getting it corrected. No matter what we said or supplied (I had an email stating paid in full), they wanted to collect more. After finally getting round 1 of all that corrected, they once again had an internal issue causing two cabins in our group to get their discounted drink packages cancelled entirely and one of them having their flights booked through RCL cancelled, which instead of honoring the price they originally paid, they gave as cruise credits. 2. The next issue happened on arrival day when RCL claimed one couple hadn't paid for their flights (again), which they had already flown to San Juan using. They wanted an additional $1,600 which they had already charged against their credit card and were not going to let them on the boat. They finally relented, but it took three additional days constantly going to customer service to get them to credit back the $1,600 they had automatically charged on their credit card. 3. The next issue was the security. One night I came back to my cabin and had another passenger's (who I didn't know or even run into) keycard in my room's air conditioner slot. This slot is inside each cabin. Security wouldn't believe that it was in my room and even went as far to say I stole it. If I stole the card why I wouldn't have returned it to security? Next, I had a message to come to customer service, when I did they flatly denied I had the message. I escorted security up to my room and again after listening to the message tried to argue it wasn't a request for me to go to customer service, but just to go to customer service for a discussion. Then the last night I found a cruise offer for a person in my cabin (different name) for another cruise they had obviously pursued with handwritten notes on it for the offer. How did this get in my cabin? Did the maid come in and drop an offer for another person but same cabin number off...I did not return this offer to customer service as I want it for proof of the issue. 4. Many so called restrictions were noted that you had to book RCL excursions. Don't believe them, none of the local taxis or tours knew anything of the "authorized restrictions". This was a RCL ploy to get more of their own excursions booked through them and if you do choose be prepared for cattle hearding boats and tours. 5. I didn’t receive a final invoice statement in my stateroom on my final night like everyone else in my group, but was watching the app and knew what to expect. I finally got a final copy of the invoice emailed to me yesterday (yes RCL, email is dated) and it showed a final amount. I had no issue with the charges, but I am however wondering why after you charged that amount against my credit card I am continuing to have charges against my credit card. I have two in the two days since I left the cruise. I will take this matter up with my credit card company and instead of dealing with RCL’s terrible customer service will let them take on Visa. This was not my first cruise, it was my third. I was truly looking forward to it, but after my experiences I will never book another RCL cruise again.