Reply from SmartCruiser.comAug 21, 2019
Thank you for your feedback. We are sorry to learn you were not happy with your cruise planning experience. I took the time to research your transaction and all the notes associated with your reservation. Hopefully I can clarify for you where your frustrations should be placed.
It is the cruise line's policy, not SmartCruiser's to set the single and double occupancy rates. The majority of the time, rates are based on double occupancy, regardless if you are 1 or 2 people. If you choose to sail with one person in the cabin, you still have to pay the full price for the cabin. You pay the taxes and gratuities for one person, but the cruise lines expect a certain revenue for the cabin regardless if it's one or two people. There are a few exceptions, such as Norwegian that has cabins designed for the solo cruiser called studio cabins. Since you chose to sail on Royal Caribbean Liberty of the Seas, this style cabin is not offered.
We are sorry that you had a challenging diagnosis soon after booking your cruise. We advised you that the cruise line (again, not SmartCruiser's policy but the cruise line's policy) cancellation penalty was at 75% when you notified us. You had declined the travel insurance which is something that we highly recommend to protect your vacation investment. We also advised within a few days you would be at 100% penalty. SmartCruiser has no control over the cruise line's cancellation policies. You decided to sail. The cruise line declined to offer a change in policy since you declined the travel insurance.
The cruise line does not offer a complimentary upgrade because you choose to sail as a single occupancy in a double occupancy cabin. It is standard practice by Royal Caribbean to offer it's guests an opportunity to Bid for an Upgrade, based on availability. They send out an email to booked passengers. Those that participate in the bidding have the chance to upgrade. Highest bids win any available higher category cabin. The cruise line does not hand out complimentary upgrades regardless of how you book your reservation.
Because you booked past the cruise line's final payment date, your payment was due in full and you were already inside the cancellation schedule. Your only request to us was to change your dining time to My Time, which was completed for you. As we offer extra value to our clients, we did that for you as well with a total value in discounts and onboard credits of $175. Your cabin is on deck 9 which is in fact a covered balcony with cabins above you on deck 10. Last minute bookings are subject to remaining availability.
We do hope you will be able to enjoy your cruise experience. We did our best to take care of your requests and explain cruise line policies when you had your concerns. You were clear you didn't like the answers. We can offer the explanations and the policies but we can't alter them unfortunately. All of the things in our control, we did for you.
Thank you and best wishes for a happy and healthy cruise.
In addition to your response, you are missing the $50 rate reduction we also gave for $175. We do not set the prices of the cruises. The cruise lines set the prices and we further enhance with extra value. You are not booked on Carnival. You cancelled those reservations. You are booked on Royal Caribbean with a covered balcony cabin on deck 9.
We are sorry you are unsatisfied. We've explained the best we could directly to you and with your review. We've done all we could to assist you. We wish you well and hope you have a wonderful cruise vacation and feel well soon.
