Caribbean Cruise Line
Caribbean Cruiseline Lied to and Ripped OFF

I got a free promotion after completing a political survey. I paid $119 for an upgrade to an oceanfront cabin with a Queen bed. When it came time to book my reservation, the reservations person told me the oceanfront room I had did not have a queen bed. I was transferred back to customer service who clarified that indeed I had paid for the queen bed. The service rep told me she would write it in the notes of my reservation with her manager's name so that reservations would honor the queen bed. I was once again transferred to reservations who told me that they still could not give me a queen bed. The person typed a bunch of information into the notes of my reservation without mentioning what it was and then transferred me back over to the customer service "specialist" department. Adam (ID #4008) handled the call and insisted that it was a communication error, that I would have to pay another $150 if I wanted the Queen bed. When I refused and insisted I had been lied to, he became very rude. I asked to speak with his manager and he lied and told me that he reported directly to the CEO - Robert Mitchell. This was an obvious lie because his co-worker Blake had already explained to me that they were just 1 department among many in a 7000 person company. I asked to cancel my reservation and get a refund, which I was told they would do - at which point Adam hung up on me. I am still waiting for the confirmation of my refund while playing phone tag with more customer service people who say they are not able to send me the refund confirmation themselves - that I need to wait for Blake or Adam to do it. When I asked who I could speak with in customer service about the blatant lying of their people, I was told that they do not have anyone who could speak with me, nor could they provide me an email address - I needed to lodge a complaint via fax or mail to the "Compliance Department". My entire experience has lasted hours thus far... Not to mention how long it will still take for me to get my cancellation confirmation. Utterly horrendous!!

Company: Caribbean Cruise Line
Country: USA
Site: caribbeancl.com

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