David Littlefield DDS

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI appreciate the assistance in the resolution of this situation[redacted]

Good morning,Thank you for the opportunity to address the complaintThe guest booked online on our website without the use of an agent on March 27th, in doing so agreed to the terms and conditions laid out on the website which includes our cancelation termsThe admin fee mentioned of $(to change the sail date) is not in fact our cancelation fee rather it is [redacted] Lines and unfortunately we do not have the option to waive that feeI do see that as the guest was upset about the lack of refund from the cruise line that our supervisor waived our own cancelation fee of $per person yesterdayI have included two screenshot below one of what the guest would have seen when booking on the website that they were booking into a non-refundable fare and also one of the language on their booking confirmationThe guest also declined travel insurance which was offered up both on the last step of the booking and also hours after booking via email.As we have already waived our cancelation fee on this booking unfortunately there is not anything else I can do for the guestWarm regards,Lea

To whom it may concern, [redacted] Called in to cancel his cruise and when our agent called [redacted] they did not realize this was for a March sailing so the agent advised the [redacted] agent that there was a penaltyThe agent [redacted] spoke with at our office is also new and was only advising him the information she was given by ***The issue has been resolved and the $deposit was being processed back to his credit cardI called [redacted] and left him a voice mail and also emailed himSincerely [redacted]

To whom it may concern,The guest is correct with regards to the gratuities, her confirmation did state that she should have received them complimentaryThis was a technical error on our side which we take ownership for and will reach out to the guest to apologize forWith regards to the onboard
credit offer, the terms of the promotion do state that redemption is required and that the amount is per cabin not per person, I have attached sample screenshots for review. Given the inconvenience to the guest and the fact that we did erroneously not provide her complimentary gratuities we will issue a check in the amount of $($for the gratuities which we correctly owe her and & $additional as a gesture of goodwill).Please contact me directly if you have any questions on ***Best regards,Lea N*** VP Sales & Business Development***

To whom it may concern,We have resolved this issue with ** *** We have reinstated his reservation and paid the differenceI have spoken with *** his wife and advised they are confirmed and paid in full

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[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:
While I still believe there should be an investigation into the pricing system controls at the company level as a whole, I will accept the $refund in my case
Regards,
*** ***

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

To whom it may concern, [redacted] Called in to cancel his cruise and when our agent called [redacted] they did not realize this was for a March 2016 sailing so the agent advised the [redacted] agent that there was a penalty. The agent [redacted] spoke with at our office is also...

new and was only advising him the information she was given by [redacted]. The issue has been resolved and the $200.00 deposit was being processed back to his credit card. I called [redacted] and left him a voice mail and also emailed him. Sincerely [redacted]

Good morning,Thank you for the opportunity to address the complaint. The guest booked online on our website without the use of an agent on March 27th, in doing so agreed to the terms and conditions laid out on the website which includes our cancelation terms. The admin fee mentioned of $250 (to...

change the sail date) is not in fact our cancelation fee rather it is [redacted] Lines and unfortunately we do not have the option to waive that fee. I do see that as the guest was upset about the lack of refund from the cruise line that our supervisor waived our own cancelation fee of $35 per person yesterday. I have included two screenshot below one of what the guest would have seen when booking on the website that they were booking into a non-refundable fare and also one of the language on their booking confirmation. The guest also declined travel insurance which was offered up both on the last step of the booking and also 24 hours after booking via email.As we have already waived our cancelation fee on this booking unfortunately there is not anything else I can do for the guest. Warm regards,Lea

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the assistance in the resolution of this situation.[redacted]

[redacted] Guest [redacted] booked online on 08/09.  The price on the search results page was $309 however once the guest entered live pricing and availability on step 2, the least expensive cabin was at $329.  The guest checked the sailing on 08/10 and saw that the $309 price was still on the...

search results page.  The guest contacted us via chat and asked to move into the $309 rate.  Supervisor Apple W** came onto chat and explained that the pricing is a live feed that is sent to us electronically from the cruise line  daily and that she would report the error and get it corrected.  I have confirmed that [redacted]  did update the system shortly after this chat and the correct rate is now displaying.  I apologize for this error and as we value your business we will honor the $309 rate.  Carnival will not adjust the pricing however we can issue a check in the amount of $40 to the guest.