The Cruise Company, Inc.

Review: My wife and I went on a cruise with four other couples in June 2012. Family friends [redacted] & [redacted] recommended that we make our reservations through The Cruise Company and [redacted]. [redacted] & [redacted]s daughter, [redacted] was part of the group going on the cruise and she spoke with [redacted] initially. [redacted] informed us that returning cruisers would receive a $300.00 shipboard credit per cabin and virgin cruisers would receive a $150.00 shipboard credit per cabin.While making the reservation with [redacted] (over the phone), she mentioned that we would receive a $150 shipboard credit. My invoice (#[redacted]) also states Traveling and dining with [redacted], [redacted], [redacted], and [redacted] Party. You will receive a $150.00 shipboard credit per cabin. The other four couples received their shipboard credit, but my wife and I did not.I left a message with [redacted] on 7/26/12 and informed her that I did not receive my shipboard credit. [redacted] left me a voicemail later that day and apologized for the error. I waited a couple weeks and expected a credit of $150 to appear on my [redacted]. When this didnt happen, I called [redacted] on Friday, 8/10/12 to follow up. [redacted] said she may have made a mistake and copied the comment about the shipboard credit from someone elses invoice because there were not any shipboard credits available when I made my reservation. I told [redacted] that wasnt the case because I made my reservation five minutes after [redacted] made her reservation and she received their shipboard credit. I also told her that the comment on the invoice about the friends we were traveling and dining with was accurate (i.e. [redacted], [redacted], [redacted], and [redacted] Party). [redacted] said she would talk to management about the situation on Monday, 8/13/12 and get back to me.[redacted] never contacted me after our 8/10/12 conversation. I left multiple messages with The Cruise Company for [redacted] to call me, but I have never received a return call.Desired Settlement: [redacted] told me both verbally and in writing that I would receive a $150.00 shipboard credit, so I am at a loss as to why this still hasnt happened. I would like the shipboard credit of $150.00 that I am due applied to my credit card (or a check mailed to me for that amount).

Business

Response:

The promotion that [redacted] booked on was not the same as the other couples. Past guest received different amenities than the other passengers. Verbage was printed on his invoice by mistake. I explained to him that his happened. Carnival does and can change promotions within minutes/hours. Carnvial was contacted and confirmed that the rate he booked, did not include shipboard credit. I took this to management and they advised me to see if Carnvial would re-consider. I was told by Carnival that no shipboard credit applied to this booking. I explained to Scot, this was an honest mistake. I had left numerous messages trying to let him know the outcome. He did receive the best rate for the type of cabin he booked at that time

Consumer

Response:

I am rejecting this response because:I had zero missed calls and zero voicemails from [redacted] since our 8/10/12 conversation, so I question the validity of her entire response.Again, not only was there a note about the $150 shipboard credit on my invoice, but [redacted] and I discussed the credit I would receive multiple times when I made my reservation on 1/27/12. [redacted] told me ‘virgin cruisers’ (i.e. [redacted], [redacted] and [redacted]) would receive a $150 credit and ‘returning cruisers’ (i.e. [redacted] and [redacted]) would receive a $300 credit – [redacted] and I also joked about the term ‘virgin cruiser’. At the end of the 1/27/12 call, [redacted] outlined all of the charges and again mentioned the $150 shipboard credit I would receive.Before I called [redacted] on 7/26/12, I called Carnival Cruise Lines about the missing $150 shipboard credit on my final statement. Carnival told me there was nothing entered in their system about a shipboard credit and that my travel agent must have forgotten to provide that when making the reservation. Carnival advised me to contact my travel agent.I would agree that [redacted] probably made an honest mistake, but her story about how the mistake happened appears to be dishonest. With the number of times [redacted] mentioned the $150 shipboard credit (both verbally and in writing), Carnival’s assessment of what happened seems to be more logical. I should not be penalized for [redacted]’s mistake and should receive the $150 shipboard credit she promised me multiple times.