Crown Cruise Vacations

We have used this company several times:THEY ARE THE BESTEric has been our cruise consultant or times and he is super...Total cruises maybe or more and all the cruises companies we have dealt with,Crown Cruise Vacations is far better Eric is the best.Thank you for your wonderful services

I used the Cruise Compete website to obtain several written quotes for a cruise I received a written quote from Crown Cruise Vacations and this was the one in which I was most interested I called to book the cruise After giving my requested id, I was told by the agent that the quote would not be honored In the written quote it stated, "Select this promotion and receive a Complimentary ALL-Inclusive Beverage Package for two and a complimentary Specialty Dinner for two." This is the portion of the quote Crown Cruise Vacations would not honorI was offered no apology, but simply told it was a mistake I told the agent it seemed like a bait and switch, to which she replied, "this is not how we do business." She also tried to make an excuse that the quote was given the day before (less than hours earlier) and was not available today In the previous conversation, she admitted an agent had made an error and she would call the owner to determine if he would honor the written quoteEither way, it is apparent, they are a business who does not honor their written agreement

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

In accordance with the Revdex.com policy of submitting a reply to the complaint I do regret that a reply has not as yet been submittedAttached are files showing the actions that were taken to correct and to answer the complaint submitted by the individual
I have personally spoken
with the client as well and discussed the situationThe client was not satisfied with the refund that the cruise line had offered her for her last minute cancellation of her cruise, due to what was determined by the insurance company to be a preexisting condition which was not covered by the travel insuranceThe cruise line did reimburse the client what they thought was a fair offerThe client then thought that we, the travel agency, should be held accountable for the differenceAs you will see we have made an offer to help remedy the situation and the client has replied asking for more of a reimbursement/stronger offerApologies have been extended several times to the client as we value our clients and their satisfaction of our company's service. I have sent the client another reply to her request for a stronger offer that she suggested and we have decided in the best interest of the client and our company to meet her offer
Thank you for your time and patience as I do regret it took a phone call and written request to get this reply
My very best regards,
*** ***
Vice President of Operations
Crown Cruise Vacations
*** *** ***

Horrible experience from the start. Gave me a different on-board after I paid. Then failed to answer any of my questions or reply to any emails.

We have used this company several times:THEY ARE THE BEST.... Eric has been our
cruise consultant 4 or 5 times and he is super...Total cruises maybe 15 or more and all
the cruises companies we have dealt with,Crown Cruise Vacations is far better....
Eric is the best.Thank you for your wonderful services.

Review: We had booked a [redacted] cruise through Crown Cruise Vacations that we had to cancel due to health issues with my traveling companion. We had purchased travel insurance through the travel agency but our claim was denied due to a pre-existing condition. Seems cut and dried but here's the issue. When we initially booked the cruise in February 2013 I inquired into purchasing the insurance but was told I didn't need to buy it until final payment was due in September. Come to find out if we had purchased the insurance at the time of booking like I wanted to, our claim would have been payable and we wouldn't be out almost $1000. I had attempted to call and email our travel agent, [redacted] at Crown Cruise Vacations over the summer seeking advice but calls were not returned and emails were not answered. At this time my travel companion, [redacted], knew he needed surgery and I needed to know our options regarding cancelling the cruise entirely and/or purchasing travel insurance before final payment became due. I was desperate to speak to someone at Crown Cruises but no one would respond. Finally I got someone on the phone and I thoroughly explained the situation. Never did this person (never got his name) explain to me the restrictions on the travel insurance as it relates to pre-existing conditions, but he did sell me the insurance nevertheless. Keep in mind our intent was to take this cruise in December as planned, but as fate would have it, we had to cancel on the advice of [redacted] doctors and the travel insurance we had purchased in September did not cover our losses. My complaint is with the awful advice or NO advice we got from Crown Cruise Vacations. I have since sent emails and return-receipt requested certified letters to this company that have not been answered. I have asked for them to make good on our losses due to their incompetence in customer service to their clients but they have ignored everything I have sent to them. Is this acceptable customer service? I think not!Desired Settlement: The $879 that we lost on this trip plus the cost of the insurance that was totally useless of $136.66 for a total of $1015.66. Plus a response from Crown Cruise Vacations president, [redacted]

Business

Response:

In accordance with the Revdex.com policy of submitting a reply to the complaint I do regret that a reply has not as yet been submitted. Attached are 2 files showing the actions that were taken to correct and to answer the complaint submitted by the individual.

I have personally spoken with the client as well and discussed the situation. The client was not satisfied with the refund that the cruise line had offered her for her last minute cancellation of her cruise, due to what was determined by the insurance company to be a preexisting condition which was not covered by the travel insurance. The cruise line did reimburse the client what they thought was a fair offer. The client then thought that we, the travel agency, should be held accountable for the difference. As you will see we have made an offer to help remedy the situation and the client has replied asking for more of a reimbursement/stronger offer. Apologies have been extended several times to the client as we value our clients and their satisfaction of our company's service. I have sent the client another reply to her request for a stronger offer that she suggested and we have decided in the best interest of the client and our company to meet her offer.

Thank you for your time and patience as I do regret it took a phone call and 2 written request to get this reply.

My very best regards,

Vice President of Operations

Crown Cruise Vacations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I used the Cruise Compete website to obtain several written quotes for a cruise. I received a written quote from Crown Cruise Vacations and this was the one in which I was most interested. I called to book the cruise. After giving my requested id, I was told by the agent that the quote would not be honored. In the written quote it stated, "Select this promotion and receive a Complimentary ALL-Inclusive Beverage Package for two and a complimentary Specialty Dinner for two." This is the portion of the quote Crown Cruise Vacations would not honor.
I was offered no apology, but simply told it was a mistake. I told the agent it seemed like a bait and switch, to which she replied, "this is not how we do business." She also tried to make an excuse that the quote was given the day before (less than 24 hours earlier) and was not available today. In the previous conversation, she admitted an agent had made an error and she would call the owner to determine if he would honor the written quote.
Either way, it is apparent, they are a business who does not honor their written agreement.