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Old May 31st, 2012, 06:23 PM
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Default RCI charged me $1030 extra

*Below is a pasted email message of what I sent to RCI about the charge. Bear in mind, that if this was reversed and I owed them money, they wouldn't let me leave the ship until I paid it, and now this is day 5 of not having access to my money. Should I be entitled to a comp or something?


On May 26th, I was in the casino, and I asked for 1000 on my seapass for chips. Of course the $30 charge made that $1,030 total charged to my seapass account. A while later I asked for another $1000 and got denied because it would have put me over the 2K limit. Every night I made it a habit to pay off my balance so that I wouldn't be charged at the end of the cruise. (Bertrand, who works nights at the guest services desk, on the freedom of the seas was very nice and helpful with always updating me on my balance, and went above and beyond in order to provide me exceptional service) Well at the end of the cruise I was charged $1,026.38. And it occurred when I got off the ship. Amazed that there was that much of a balance after I kept paying everything off, I was in complete shock so I called guest relations, and they told me all my charges and told me I was charged for that second $1000 attempt for the casino. So now I am out $1026.38 (the reason its not $1,030 is because as you see on my cash payments I would pay a little extra just as a credit to make sure no charges to my card would be made) As a crown and anchor member, and a new member of the club royale casino program, I am extremely upset that this has occurred and extremely considering the likelihood of cruising again. I enjoy all the exceptional services of the royal caribbean line, from the exceptional service of all the staff, to the cleanliness of the ship, to everything few and far between. But this has me concerned as I need access to that $1000+ and now I must wait for who knows long in order to get that credited to my account. If it was a pending charge, id feel a little bit better about it but it has been completely taken out of my account and into yours. No hold or anything of that nature. I hope this can be quickly and completely resolved.
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Old May 31st, 2012, 06:38 PM
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Didn't you receive a printed out account of all your charges when you woke up on departure day?? That balance is what they charge your credit card...If there was an error, march down to guest relations and get it straightened out right then and there....If this doesn't get corrected, you can always call your credit card company and fight the charge, but again, that also takes some time....I wish you good luck and please, let us know if it does get corrected....Keep us posted.
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Old May 31st, 2012, 07:10 PM
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I asked guest services the night before if I owed anything and they said 13 dollars and some odd cents so I payed it off and there was no pending charge the morning of the 27th nor the evening. As soon as I got off the ship they then threw a pending charge on there. If I had known what was going on, you better believe I would have gone down there.
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Old May 31st, 2012, 09:07 PM
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Didn't you get the paper on your door during the night, last night...When I was on Freedom, they still did that, with the total?? Also, same on Allure a few months ago? That does seem strange that you got charged at the end. May-be call your credit card company now and get a balance?
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Old June 1st, 2012, 12:02 AM
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I'm confused and perhaps you can clear it up for me---you state as soon as you got off the ship they put the charge on-- did you not get a final bill sometime around or a little after midnight the last night of the cruise? If so, it would, or at least should have had the final charges as they cut them off after a certain time on the last night.
And, how do you know they put it on as soon as you got off the ship--did you somehow get a statement after you left the ship?
Not meaning to defend RCCL nor to dispute your story--just trying to figure out what and how it could have happened.
Thanks,
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Old June 1st, 2012, 04:24 AM
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On the 26th is when it happened. I got declined of course because their limit was 2k a day and that would have put me over (they include the fees) so I paid off my balance that night of the previous 1030 that i took out. and that had already had been put a hold against when i looked at my bank statement on their atm. the next morning the 1030 was still there on my bank account but guest services said it takes a couple of days to reflect that on my bank statement, once i had paid it off. so i thought that was that. literally no more than 3 or 4 hours later when i went back the money had been put back into my account, due to the fact the hold was released. this was at 2pm. At 2am on the 28th, I asked Bertrand (who deserves an accolade or some recognition for being so helpful throughout all this) said I owed 13.93 (for 2 drinks i had bought) and so I went to the teller right accross from them and the only thing held was 82.xx (for gratuities) and 13.93 (for drinks). I had already prepaid my gratuities while on board but they said that wouldnt be reflected until end of cruise. every morning and evening i would check with the teller and compare to what i owed. As far as invoices, I myself never received it. 3 hours down the road, after getting off the boat, I check my bank account and see there was a pending charge of 1026. I immediately called RCI and they brushed it off saying "as long as you paid everything off, that charge will go away, it just takes a couple business days to clear) well on memorial day the money was no longer pending it was taken out of my account. I then got pretty upset and called RCI and explained to them how they could make such a ridiculous error when they know their limit is 2k a day in the casino (i didnt know that the 30 was included or i would have asked for less) anywho the pitboss rejected my request and I went to the ATM to withdraw money. All the customer service people said was "Oh we'll take a look at it and get back with you within a couple of weeks" To which I said, "well here let me take a grand out of your bank account and I'll get back to you within a couple of weeks." No since of urgency made me mad. I just qualified for club royale and what a welcome this has been. I havent asked for any comps or discounts or anything, but I feel the longer this goes on, the more willing I am to say something about it being an inconvenience. It wouldnt bother me as much if it was something like 100 or so but a grand? Mistakes like this shouldn't be made and it bothers me to know that after 2 days of me sending an email to RCI and 5 days after calling them, I haven't got an update or anything. Sorry for being upset but I didn't know where else to vent. You all have been more responsive on here then anyone for RCI.

Last edited by rtosh0719; June 1st, 2012 at 04:27 AM. Reason: added details
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Old June 1st, 2012, 09:41 AM
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You should of received a detailed copy of all your expenses and charges on the very last day, they stick them in your mail box by your door...I always check that to make sure there are no mistakes, that is always the final amount owed and charged to your account, sounds like you didn't see it or check it...?? I hope you get some answers, in the mean time, you can start a dispute with your credit card company. Although, those too take a billing cycle or two to get resolved.
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Old June 1st, 2012, 10:34 AM
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Originally Posted by Donna View Post
You should of received a detailed copy of all your expenses and charges on the very last day, they stick them in your mail box by your door...I always check that to make sure there are no mistakes, that is always the final amount owed and charged to your account, sounds like you didn't see it or check it...?? I hope you get some answers, in the mean time, you can start a dispute with your credit card company. Although, those too take a billing cycle or two to get resolved.
I think the OP is referring to a debit card- the money has been taken from his bank account...
I agree, the final amount you owe should be shown on the bill they send to your room during the last night - disputes are much easier at the time than after the fact.
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Old June 1st, 2012, 01:12 PM
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Alright if I guess you all think I am an idiot. If anybody ever told me or wrote me that I would be charged 1000+ you better believe I would have gone down there and told them.
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Old June 1st, 2012, 02:08 PM
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Alright if I guess you all think I am an idiot. If anybody ever told me or wrote me that I would be charged 1000+ you better believe I would have gone down there and told them.
I don't see anyone calling you an idiot....
What we are all asking is - didn't you get a final statement during the last night of your cruise? Whatever is listed is the amount you owe.... i'm not sure how RC can add any charges after that statement is posted.
If you don't get a timely response from them try emailing Adam Goldstein-
agoldstein@rccl.com with your complaint. You will get a reply.
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Old June 1st, 2012, 02:47 PM
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Sadly this doesn't surprise me. It just seems like these matters almost always benefit the cruise line.

I just had a mystery charge of $4.54 added AFTER the final billing. Even though it was a small amount i let "corporate guest relations" (they handle post-cruise problems very well) know about it. They responded quickly and the error was reversed on my CC within 3 business days
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Old June 1st, 2012, 03:25 PM
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No one called you an idiot, I think we all gave you civil responses.

They were just asking you to affirm the fact that your final onboard statement showed your balance had been paid off.

I just happened to Google "casino operations at Royal caribbean" and found this page:

Grant Mcloney | LinkedIn


Grant Mcloney

Corporate Manager Casino Operations at Royal Caribbean International
LocationMiami/Fort Lauderdale AreaIndustryGambling & CasinosOverview

Current Seems like a good place to start to me.
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Old June 1st, 2012, 05:00 PM
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Sadly this doesn't surprise me. It just seems like these matters almost always benefit the cruise line.

I just had a mystery charge of $4.54 added AFTER the final billing. Even though it was a small amount i let "corporate guest relations" (they handle post-cruise problems very well) know about it. They responded quickly and the error was reversed on my CC within 3 business days
Oh 3 days, well congratulations because I just got an email saying it can take 6 weeks. Absolutely ridiculous. They can take it out in 6 seconds but it takes 6 weeks to give it back. I'm emailing all the higher ups. I'm not waiting 6 weeks for MY OWN MONEY. They better give me some sort of comp or something. I never ask for anything extra but you better believe this time I will. If I even decide to cruise with these guys again.
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Old June 1st, 2012, 06:49 PM
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Well, you have every right to be upset, especially since it looks like they admitted their mistake.

Ir certainly looks like they made a mistake.
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Old June 1st, 2012, 09:46 PM
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You just mentioned using a debit card for your onboard credit....this is one of the main reasons that we suggest using a regular credit card. I think we all know how quick the money's are taken from your account with a debit card, you have a little more control when using a credit card, especially when there is a dispute on a charge....just for next time.
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Old June 2nd, 2012, 01:53 AM
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2nd time cruiser, first time no problem. plus i own 1 credit card and make 2 small purchases a month and pay it off to maintain a good CS. other than that i dont use a credit card. seen to many people that are usually controlled go out of control with that thing. but ive sent emails to all the high ups
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Old June 2nd, 2012, 11:43 AM
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Something similar happened to us on RCCL...only it was our fault because we didn't completely check our bill. When we got our final statement, we quickly looked at the balance, it seemed reasonable enough and so that was that. It wasn't until we got home and I was going over our vacation bills/statements that I took the time to read the RCCL final charges 'line by line'. OMG there were numerous small charges that we never made or were in error. But it was way to late to complain and we HAD the opportunity on board ship to address the billing errors. Oh well....hard lesson learned...won't do that again.
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Old June 2nd, 2012, 12:19 PM
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The "it may take 6-8 weeks" is a cookie-cutter response and is the same thing they told me....but as I stated, the credit was there w/in 3 days. BUT this was a credit card and we also always pay the full balance. Since you like to do so I agree that a CC would be in your best interest (pun intended) with all the perks that are "out there."
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Old June 2nd, 2012, 11:30 PM
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I always use a credit card. Anything you charge you get a receipt for it. I take a zip lock sandwich bag and my wife and I always put our receipts in that zip lock. Each day, I will check our charges via the t.v. and if there's something I have a question about, I simply look at the receipts--I've never been charged for something I didn't get and have always gotten the final bill around mid-night or a little after on the last night. I check it first thing the last morning and always know almost to the dollar what it will be before I even get it.

I hope you get it worked out and feel that if they were so quick to make a mistake , they could be a little faster than 6 weeks getting it corrected for you.
Good luck.
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Old June 4th, 2012, 12:34 PM
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Donna, I was on Freedom in Dec; my bill came the night before and all charges were paid; I had zero balance. Three days later I received a charge to my credit card; my son bought two cartons of cigarettes the night before arrival. I guess the store clerk didn't get the charge into guest relations on time. Moral of my story; sometimes you may receive a credit card charge after you leave the ship.
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Old June 4th, 2012, 06:47 PM
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Still wondering if the final statement was viewed the last night on the ship. Maybe I missed it?
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Old June 4th, 2012, 10:55 PM
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When we take a cruise, I bring with me a large plain white envelope and calculator. I usually write in the date and day of week on one portion of the envelope and then list every charge which we made for that day. I then put all of the receipts inside the envelope after recording same. At the end of each day, I calculate the charges for that particular day. I do the same for each day thereafter, calculating the totals of the days.

Every day, I also march down to Guest Relations and get a print out thus far and compare their list against my own. If there is an issue, I call them or see them in person as soon as I have a question.

By the end of the last night, and just before bed, I calculate the entire total and see if my total jives with theirs when I look at the final print out before we leave the vessel. Works for me just fine! I will also state that we always pay by credit card which we leave on file with them.This way, we can always call the company if there is any money which is in dispute.

Good luck, rtosh!
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Old June 5th, 2012, 05:21 AM
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I never use any plastic cards on ships...yes, they are easier, just register and forget it...but I prefer to use either cash or travellers cheques, that way I am in full control of what is spent where and how much. I also get printed statements of my account every couple days, compare it to my receipts and if fine...it gets binned, if there is even a tiny mistake I am off to see the purser to get it sorted.

I still get the last bill overnight on the last morning...and I take time to check and recheck it....afterall, a computer is only as good as the human being entering the information and mistakes can be made.

So far, in over 20 cruises no mistakes......bet I just put the kybosh on that record now by tempting fate.....all my cruises are long ones, 21 days and over and often B2B with cabin changes too and still no mistakes.

Many people that I have come across on ships who just take it for granted that they do not need to keep an eye on their on board account and that the cruise line "know what they are doing"...well, yes they do, but it never hurts to keep an eye on them...and if mistakes are found its so much easier to deal with them on the ship than a month later when the credit card bill arrives.
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Old June 5th, 2012, 04:09 PM
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I agree its easier. I'm glad I'm being told all the stuff I already knew. If I knew I was going to be charged, in any sort of fashion, through a bill on the door the last morning (for the 8th and final time THAT I DID NOT GET) I would have fixed this before I got off the ship.
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Old June 5th, 2012, 04:59 PM
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Quote:
Originally Posted by rtosh0719 View Post
I agree its easier. I'm glad I'm being told all the stuff I already knew. If I knew I was going to be charged, in any sort of fashion, through a bill on the door the last morning (for the 8th and final time THAT I DID NOT GET) I would have fixed this before I got off the ship.
Well, without getting snippy, it sounds like Bert (the one who you thought did a great job) at Guest services actually screwed up Royally (no pun intended).


Had he done the job properly, he would have alerted you to the overcharge when you went to see him to :

Quote:
Every night I made it a habit to pay off my balance so that I wouldn't be charged at the end of the cruise. (Bertrand, who works nights at the guest services desk, on the freedom of the seas was very nice and helpful with always updating me on my balance, and went above and beyond in order to provide me exceptional service)
If inded you DID check the balance and you obtained a print-off every night, you would have seen the extra charge and you would have gone back to the desk and dealt with it.

I understand why it was frustrating to be overcharged...however....we as cruisers must start taking a measure of responsibility for what happens on these ships...hindsight might be a great thing to have in advance in your case, but people should get into the habit of getting print-off's of the on board account every couple days, read through it before turning the light off at night and if there are any discrepancies, go to the desk and ask for the purser first thing in the morning and get it sorted.

Never, ever assume that mistakes will somehow be automatically put right - they will not...hence why even when using plastic to pay the tab, you MUST keep a close eye on every purchase made on a ship cos mistakes happen every single day.

A cruise should be relaxing but when it comes to your finances you MUST stay on the game and make sure its done right every time.

At least you'll be getting the money back...some never do...its an expensive and frustrating lesson to have learnt....and something that is so very easy to avoid.
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Old June 5th, 2012, 08:42 PM
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On some ships, including Freedom of the Seas, you can access your onboard account right in your cabin on the interactive TV...I actually used my card onboard, went back to the cabin and checked my account, the charge was already on there, it is like instant. So, even if you didn't get the printout, which if you look down the hall in the early AM, you can see every door has one, you can still go to your account, great way to keep track of charges, etc....
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Old June 5th, 2012, 11:10 PM
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Donna, I also use the interactive feature on the TV re: bill, but some cruise lines do not have this available.

I always double check the TV, my own list of receipts/date/amt spent, and printed out list which I receive from Guest Relations.

I have found a few mistakes: some things not posted, some things posted a few days after the fact, other things which were posted and I did not know about (an additional charge for additional entree on HAL and Carnival, an additional charge for wine (wrong price in the amount of being overcharged on Celebrity by $400), additional charge for a cookbook which I know I did not order, etc...As soon as I see these charges, I'm either on the phone calling G.R. or the department where it was so called charged and get it straightened out immediately. Heck, $400 is $400 I did not agree to and it's better in my pocket than the cruise lines.

I have too much to do when I'm home: picking up the kitties, unpacking, washing, ironing, catching up with the mail, etc. and that is one less thing I have to do so it gets done before we disembark and in person.
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Old June 6th, 2012, 12:59 PM
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There are so many ways to keep tabs on your tab....there really is no excuse for missing an error by the cruise line, not thesedays.

Having worked in tourism for many years though, its not the first time that I have come across a case like this one......you just can't depend on someone using a computer to get it right all the time...doesn't happen.
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Old June 6th, 2012, 04:26 PM
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I too keep track daily of all my charges. I use the TV to do so and I match that up to my receipts. On the night before departure I stop charging things. On the day of departure I go over my final bill to make sure my totals match. Right on the final bill it states, " any charges made after a certain time (my statement says 2:29:16 AM) including mini bar will be charged in addition to this total. I also realize that the cruiselines do make mistakes. I keep close "tabs" on my tab.
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Old June 8th, 2012, 06:08 AM
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Originally Posted by CostaSmurf View Post
There are so many ways to keep tabs on your tab....there really is no excuse for missing an error by the cruise line, not thesedays.

Having worked in tourism for many years though, its not the first time that I have come across a case like this one......you just can't depend on someone using a computer to get it right all the time...doesn't happen.
ya you are exactly right. next time i will worry every minute of the day and not enjoy my cruise. at least i will have kept tabby tab mctabb tabbs on my tab. and no offense but its a mistake that shouldnt have even been made in the first place if you read what exactly happened. how does a transaction get pushed through if nothing had been signed? especially one of that dollar amount. im tired of telling how many times i checked both cruise charges and bank statement (since they put a hold on the account after every charge twice a day) did i fail to mention i checked that often? ill copy and paste it 1000x if need be. Sure i can get upset about it. its not your money so you can easily say well i would have done...fact is they made the mistake, not me. i talked to them on monday and they said it would be done within a week.
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