On the spur of the moment, my husband and I decided to join friends on a cruise. This was only decided last Saturday. We wanted to spend quality time especially with one friend who is ill.
I contacted many cruise companies and agents, one of which was Cruise.com. I had been given many quotes by different companies an it was rather mind boggling.
As I had contacted so many, I cannot remember which day over the weekend I spoke with the agent from cruise.com. Their web site states that they will beat any quote. The weird thing was that I had been trying to access goldcruises.com, however, the goldcruise web site comes up with the cruise.com number. When I inquired if company had been taken over, no one could answer me.
I told the agent that I had been quoted a price of approximately $890 for a 7 day cruise from LA to Mexican Riviera on Royal Caribbean's Vision of the seas, sailing on September 28. The agent placed me on hold and returned with a price of $868.05. I immediately asked the agent if this included all port and government fees and I was assured that it did.
We conversed several times over the couple of days. I actually called the agent this morning to confirm again that there were no hidden costs and again I was informed that all fees were included and when I asked agent to confirm final price for my husband and myself...it was $1736.10.
My husband had to arrange a vacation change at his company and I was told by agent that a courtesy hold would be placed on cabin until Tuesday. Category of cabin was ocean view, category H. My husband called me just before noon today and I called the agent. I left a message, as there was no answer. I had an appointment and returned home at approximately 3:00 pm. There was a message from the agent.
I called and advised agent that I was ready to proceed with booking. The agent took all my personal details and placed me on hold for approximately 5 minutes. The agent then informed me that there was bad news. When I questioned the agent, I was then informed that the price given did not include any of the fees or government charges, which are approximately $130 and $28. I was so very upset, as whenever I asked repeatedly if there were any hidden charges, or...did final price include fees, the agent never once hesitated before responding and informing me there were no extra charges.
I ended my call with this very unethical person. I was so angry, as I had dismissed all other contacts, as I trusted this person.
I called the company and asked to speak with a supervisor; initially I was cut off, however, that was an accident. When I called again and explained everything to the receptionist, I was informed a supervisor would call me withing 15 minutes; they never did.
After waiting for one hour, I called again and spoke with a manager and again went through the story. At the end of the conversation, he advised me that the agent with whom I had spoken was located in the Miami office and he would have her manager call me in the morning.
In the meantime, I decided to research other cruise sites, only to find that all the ocean view cabins were now sold out and there is no way we can afford a balcony.
I am extremely upset and the way this person mislead me, and for what reason? Why could the agent not have been honest and upfront and told me the truth that the fees were not included? I would not have dismissed all other agents, not to mention the fact that my husband changed his vacation schedule.
I have written to company on their web site and also to RCL and Cruise Magazine. I feel this person is misrepresenting the company and should be repremanded. I also feel that the quote made by the agent should be honored.
Scotts Valley, California