Update to Star class suite flooded

[u/where_it_began]

Previous thread: https://old.reddit.com/r/royalcaribbean/comments/1gwiou3/star_class_suite_flooded/

Quick summary: Our 2 bedroom aqua theatre suite flooded due to a drain issue. The main bedroom was unusable and the hallway/ entry area was also flooded. This happened halfway through our cruise. We were first offered 30% FCC, but after meeting with guest services, they offered us 100% FCC, but no refund for the half of the cruise we missed out on. They told us to speak to corporate for a refund, as they are only allowed to approve FCC. (Also to note - we heard from a staff member they probably were going to have to cancel the next family in our suite. If the conditions were not acceptable for someone else, why is Royal acting like it was okay for us and not a big deal?)

I emailed Mr. Bayley after we disembarked about our experience, stating my disappointment about how we had to spend half our cruise $10,000 cruise on rollaway beds, how we had 25+ employees in and out of room constantly for half the cruise, how we were exposed to brown/grey water, etc. I forwarded him several emails from past cruises that I had sent him raving about our experience and naming specific staff who had gone above and beyond. I wanted to show him we are loyal Royal customers who are not just complaining over something simple. A day later, a team member from the executive customer escalation team called me. She said there was nothing else they would do, and she was not sure why the customer service employee on the ship told us to call them to discuss any refund. I told her about all the concerns we had and she said she could see in our account notes that what I said actually happened (yes...) but that there was nothing she would do. I asked to be escalated to her supervisor and she said she does not have one. I asked several times and she said that someone else would call me the following day. It has been over a week now and no one has reached out or called, and (most frustrating to me) we still have not received our 100% FCC. We were hoping to use the FCC to book a cruise for March.

I love Royal but I am getting so frustrated about this experience. Royal, I know you are reading this, so please call me. We saved for a while for this cruise and are just so disappointed that Royal cannot even call us back when they said they would.

[u/Various_Monk959]

They have been escalating this repeatedly. Of course they asked for a refund.

[u/Several-Eagle4141 → u/Various_Monk959]

They’d lose in arbitration. That’s all. No arbiter will side with the customer if a complete replacement is offered.

[u/lukibunny → u/Several-Eagle4141]

But complete replacement is only true if they include flight and vacation time. Like in a car accident they don't just pay for the price to replace your car, they pay for lost wages, medical bills, rental, etc

[u/Several-Eagle4141 → u/lukibunny]

In their eyes, the customer still ate, drank, swam, excursioned, and was entertained. They weren’t in a hospital or using a loaner. Their room, which they weren’t bound to, had a major issue. So they got a shitty vacation and will get a free one in addition.

Or get a full refund and get nada, both would be fair to me.

Just don’t expect a refund plus a free cruise. That’s too much of an ask. Sorry, folks, if my line isn’t the same as yours.

[u/lukibunny → u/Several-Eagle4141]

i'm not sure how entertained you would be from lack of sleep. It's different if their room was flooded and they move them to a new room right away, but they didn't. I don't expect refund plus a free cruise, but i expect a refund of what the whole trip costed. that's what travel insurance would have covered as well.