Arrivia Reviews (%countItem)
Arrivia Rating
Address: 7720 N Dobson Rd, Scottsdale, Arizona, United States, 85256-2740
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We been trying to cancel this trip,which includes cruise,hotel,and airline since last Wednesday (12-13-17). My husband called and they put him on hold, then they told him to leave a call back number,but they never called back. When he got home from the hospital I called and they did the same thing too me they put me on hold,I called today (12-19-17) I got someone on the phone but they hung up on use. We can’t use the trip because my husband has cancer and he has To go for treatment. We do’nt what rebook the trip because my husband and I can’t use any trips for next year due to his cancer.
I booked a cruise with RCI cruise bookings number *** and ***, I was told that I was booking two units that connected with each other and that was not the case. When booking on the phone with Gary R I was told that both units connected with each other. Therefore, he suggested we book two separate cabins for the convenience of having more space for a 7 day cruise Western Caribbean Aug 5-12th. I trusted them they are the travel agents. At no point I would have booked 2 separate cabins if they didn't connect with each other. I expressed my concerns that I couldn't be at ease without knowing where my child was at all time.
When we got on the cruise these cabins did not connect with each other. This ruined our family vacation. *** cruise was unable to make any accommodations for us since it was completely booked. I contacted RCI immediately while on board on 8/5/17 and spoke to Ramon Garcia who listened to the recorded phone call with the agent and confirmed that Gary R had told me that both cabins would connect with each other. Even though RCI agrees that I was given false information when booking no real resolution was provided to us. After multiple contacts from aboard the cruise I was only offered $100. This is unacceptable. On 9/1/17 I requested my issue to be escalated and got in contact with Chelsea H and once again no realistic resolution to the problem they caused. I have called and they won't even let me speak to a supervisor. Our vacation was supposed to be a relaxing experience and it started as a stressful situation which lasted the whole trip. We had to transfer our kids to sleep with us on our bed in that tiny cabin and go between both units to get personal items. My eight year old had to go back and forth every time for her clothe that she ended up injuring herself. At one of those times when opening the door she couldn't handle it and it pulled her nail, her toe nail had to be removed by medical.
The business has omitted the part where I explained to the agent that I couldn't be at ease if I didn't know where my kids where at all times while on a cruise ship Therefore, whether it was cheaper or not I would have not booked if the cabins didn't connect even if they were side by side. Please take responsibility of your mistake and $100 is not acceptable.
December 14, 2017
Re: *** Case # *** Our Account # ***
Dear Sir / Madam:
We would like to thank you for bringing Ms. ***s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
We have reviewed Mrs. concerns further, and after careful consideration, our position remains the same. Ms. indicates that she wanted to know where her children were at all times while on the ship. The ages of the children were twenty (20) years old and eight (8) years old. Having connecting rooms simply allows you to pass from one room to another more conveniently. However, having connecting rooms in no way provides you with the ability to know where your children are at all times while on the ship.
We would like to thank you for providing us with the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved.
Sincerely,
Jannelle B
Resolution Specialist
Office of the President
In Jan. of 2014 my wife and I received a call from RCI with a special promotion for a Cruise Vacation. Since we had never been on a cruise, we decided to listen to their offer. Our Vacation Consultant was Lisa Pace. Our Cruise ID #. ***. We explained to Lisa that we had never been on a cruise before. She told us some of her cruise experiences, and told us that we would have a wonderful time being our first time. She explained some of the different cruise. Eastern, Western etc. She had us to go on the RCI web site and have a look at all the cruises available. My wife and I choose Eastern Caribbean 7 nights. Our destination was flying to Fort Lauderdale then we would sail to San Juan, St. Thomas, and St. Maarten. Our sailing date Nov. 19, 2017 to Nov. 26, 2017. She explained about getting Travel Insurance to protect our investment. Since our sailing date was so far in advance anything can happen and we would be covered. In Jan. of 2014 our first payment was $199. Then on April 10, 2014 they took $225.56. Then on March 7, 2016 they took $500.00 for the Celebrity Cruises Line, On Sept. 22, 2014 they took $292.99 for QVC Travel Insurance and on March 25, 2016 they took $299 for Travel Insurance again, and the name changed to CSA Travel Protect. Our monthly installments were $117.33. On Jan. 22, 2015 the final payment of $117.33 was made totaling $1855.67 for a cruise certificate. On Aug. 31, 2017, my wife’s birthday, they took another final payment of $1056.67 they say went to the cruise line. From the $1056.67 Celebrity Cruise refunded us only $753.67 RCI took our whole certificate we received nothing. They took our $1855.67.
December 7, 2017
Re: ***
Dear Sir / Madam:
We would like to thank you for bringing Mr.’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
According to our records, on January 14, 2014, Mr. purchased an RCI Registry Vacations Package. The cost of the package $2,199.00 with a down payment of $199.00 down and twelve (12) monthly payments of $117.33.
Additionally, on March 3, 2016, Mr. booked a cruise with Celebrity Cruises on the Celebrity Silhouette. The cost of the cruise $1,556.67 after the certificate was applied.
Based on the information provided by Mrs. and the events that lead to the cancellation of his cruise, there appears to be a misunderstanding about how the payments were allocated between the vacation package and cruise reservation. In an attempt to resolve this matter we have reached out to Mr. to provide clarification, but have been unable to speak with him to date.
At this time we are requesting that Mr. contact our agency so that we may discuss this matter further and address any concerns about the payments that were made for the cruise and- vacation package. He may contact RCI Cruise & Resort Vacations at *** ext. ***. I am in the office Monday, Wednesday, Thursday, and Friday from 7:00 am to 5:30 pm MST. If we do not hear back from Mr. in the next ten business day excluding holidays and weekends, then this matter will be closed due to lack of interest.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P
Resolution Specialist
Office of the President
Hello there is no misunderstanding about any payments my wife and I made for the cruise vacation we purchased from RCI. Due too 2 hurricanes our destination was destroyed, and 2 of the islands we were to cruise to the docks was closed indefinably. We paid to sail to St. Thomas, St. Maarten, and San Jaun . Celebrity Cruise changed the Itinerary to different islands not asking us if we wanted to go there. We called RCI to cancel and were told that we would be penalized by Celebrity Cruise for cancelling and told us that if we cancel we would loose our certificate with RCI. Celebrity Cruise refunded us $753.67 of the $1056.67 that we paid them, and kept $803.00. Why did they keep $803.00 of our money? We cancelled in plenty of time for them to resale our spot and I'm sure they did. What is RCI giving us of the $2100.00 that we paid them? Why didn't the RCI rep tell us that we would be penalized from them for cancelling? How can just take $2100.00 for nothing?
December 19, 2017Re: *** Dear Sir / Madam:We would like to thank you for bringing Mr.’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.In response to Mr.’s most recent correspondence, Celebrity Cruise has the right for any reason at any time and without prior notice, to cancel, advance, postpone, or deviate from any scheduled sailing, port of call, destination, lodging, or any activity on or off the vessel, or substitute another vessel or port of call, destination lodging or activity. Except as provided in Section 6(e) below, Celebrity Cruise shall not be liable for any claim whatsoever by the passenger, including but not limited to loss, compensation, or refund, by reason of such cancellation, advancement, postponement, substitution, or deviation.Section 6(e):In the event that a cruise (or the cruise component of a Cruise Tour) is canceled or terminated early due to mechanical failures.The above referenced terms and conditions can be located in the Cruise/Cruisetour Ticket Contract on page 3-4 Section 6(a) and page 4 Section 6(e); subsection I, ii, iii, iv.Additionally, we understand that Mr. and his wife made payments towards the cruise and vacation package, however, we would like to provide accurate clarification as to how their payments have been applied. In addition, we want to go over the cancellation penalties on the cruise booking and provide an explanation of the benefits that are provided for the $2,199.00 RCI Registry Vacation Package.At this time we are requesting that Mr. contact our agency so that we may discuss this matter further and address any concerns about the payments that were made for the cruise and- vacation package. He may contact RCI Cruise & Resort Vacations at *** ext. ***. I am in the office Monday, Wednesday, Thursday, and Friday from 7:00 am to 5:30 pm MST. If we do not hear back from Mr. in the next ten business day excluding holidays and weekends, then this matter will be closed due to lack of interest.We would like to thank you for providing us with the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved.Best Regards, *** Resolution Specialist Office of the President