Entertainment Cruise Productions, LLC

02/15/[sent consumer email asking to confirm if he got refund check and does that resolve complaint]02/16/2018 Hi ***.I confirm that ECP have refunded us for the cruise, although they never admitted any wrongdoing.Thanks

thank you for the opportunity to respond to this complaint. The guest is correct as to the promise made and to the fact that prices have been lowered recently. The guest is not correct in their statement that an upgrade was not provided to them as part of a remedy to this situation. Further as to the "promise", the guest is not correct in comparing the lower priced offer with the benefits and program that they purchased. The lower priced package does not contain many of the amenities that the original offer included. Between the upgrade and the difference in amenities, the price differential has been remedied. Please tell the guest that they may still have the upgrade and that we would gladly explain the benefit difference.My failure to respond was due to our policy of turning over guest issues to our Reservationists for resolutionI am not hooked up to our reservation system and could not complete the upgrade or insert any comments in the guest's records. I hope this helps.*** ***@ecpcruises.com

To Whom It May Concern~ I noticed Complaint ID: *** from consumer Mr*** *** was listed under the Open Complaints status but shown as Revdex.com Reviewing Complaint Status. This compliant has been resolved in our opinion as Mr*** *** was refunded the total amount of his cruise ($6,550) as of 11/3/17. Please don’t hesitate to reach out if you need any further information. Have a great rest of your day. Regards, *** ***

Complaint: [redacted]
I am rejecting this response because:
Unfortunately, it appears that Mr [redacted] has not looked into our specific situation before responding to our complaint. He also appears to misunderstand the details of our complaint, as it does not relate to their recent low price offer or package.Mr [redacted] is incorrect when he states that we ‘may still have the upgrade’, as we were specifically informed by him in writing that an upgrade was not available to us.To be absolutely clear, I have listed below all the details and history of our specific complaint:1) While we were onboard [redacted] The Cruise in January 2017 we booked again for the following year. We booked Mini-Suite number 11582 on the second sailing (11th to 17th January 2018).2) Our deposit was paid on 21st January 2017 and the final payment was made on 17th August 2017, so we are fully-paid-up.3) The total price we paid was $6550 ($3275 per person). This was the price quoted for a Mini-Suite at the ‘Onboard Price’ available only to past customers, and which was subject to the price promise that Mr [redacted] has confirmed.4) On 24th August 2017 we received an email from ECP which was titled ‘Complimentary Cabin Upgrade’ and stated ‘To accommodate the demand for your stateroom category ….. you will receive an upgraded cabin category and a complimentary excursion of your choice.’ The email quoted a cut-off date of 8th September for this upgrade offer.5) On the same day, I emailed upgrades@ecpcruises asking for clarification on the upgrade offer before accepting it. After sending the email I also called ECP and was told that the upgrade offer did not actually apply to passengers booked in Mini-Suites, only to passengers who booked the cheaper cabin classes. 6) I then received the email from Mr [redacted] titled ‘SPECIAL NOTICE TO PAST GUESTS OF [redacted]: THE CRUISE WHO HAVE BOOKED MINI-SUITES ON [redacted]: THE CRUISE II’ which stated the upgrade offer was not available to us because ‘As a guest who has reserved a Mini-Suite for the cruise, there is no category above you with vacancies to move you.’ Instead it offered us $250 per person onboard credit.7) As soon as the upgrade offer was made available, many passengers took advantage of it and will now occupy cabins which were priced at much higher prices than they have paid.8) Since then, we have been in a situation where upgraded passengers who originally booked a Balcony Cabin on deck 8 at $2225 per person have now only paid $2225 per person for the Mini-Suite that they have been upgraded to.9) This clearly breaks the price promise we were given, as Mini-Suites have been sold for a total of $4450 compared to our total price of $6550. 10) Under the price promise, this means that we are due a refund of $2100.11) Having exchanged further emails with [redacted] and [redacted], after studying the response to the upgrade offer on social media, and after discussing our options amongst ourselves, on 1st September 2017 I emailed [redacted] to inform ECP that we rejected their onboard credit offer as it does not match the price promise.12) Our only response to this email was from [redacted] stating that she would pass our email onto Mr [redacted]. 13) If Mr [redacted] wants to verify this, it was allocated ticket number [redacted] in ECP’s Support system, and I can supply Revdex.com with a copy of this email if required.14) On September 10th I sent another email to ECP, stating that I had not yet received a response and asking what ECP planned to do to resolve our issue.15) [redacted]’s response was ‘I have asked management for a response. I do not have authority to make any changes to your cruise cost.’16) After waiting yet another week without any response, on 17th September I sent another email insisting that our issue be treated as a formal complaint. This formal complaint ticket was allocated ticket number [redacted] in ECP’s Support system. No response to this has been received.17) On 20th September I sent an email directly to Mr [redacted] himself, asking him to authorise our refund and appealing to him to stand by his statements such as ‘Our commitment to fairness and to your cruise experience overrides any other concern.’ and ‘Pleasing our guests is our most important goal and objective.’ 18) Again, copies of all of these emails can be provided to Revdex.com if required.19) Mr [redacted]’s assertion that ‘My failure to respond was due to our policy of turning over guest issues to our Reservationists for resolution’ directly contradicts his Reservationists ([redacted], [redacted], etc.) who have stated that they are not empowered to resolve our complaint.20) On 7th October we became aware of new pricing offers for new passengers, with headlines such as ‘Cruise2for1’ and ‘Cabin Mate Sails Free’. I presume this is the lower priced offer/package that Mr [redacted] refers to? As we first raised our complaint on 1st September, it is plain that our complaint is not related to this new offer.21) Our complaint under the price promise has now been outstanding for well over 6 weeks. 22) After we started this complaint process with Revdex.com, on 10th October, I received an email from Mr [redacted] which said: ‘In the next few days, we will be contacting all booked guests who may be affected by our current pricing program.  Fairness is very important to us and we will be presenting a program that is fair considering all of the attendant circumstances in this most challenging Caribbean cruise season.’23) Again, this email was received a week ago and we have not received any follow-up.24) We require ECP to stand by their price promise and refund us the $2100 which we have overpaid.
Sincerely,
[redacted]