I've cruised many times with Carnival and have always had a pleasant experience (although there has been a definite noticeable decline in customer service with each cruise we go on). On 4/24/19, I responded to an email offering some discounted spa treatments. I booked 3 treatments and paid in full online - all in the same transaction. During the weeks leading up to our cruise, I noticed that two of the three appointments were not listed on my itinerary so I called customer service. They said I needed to talk to Guest Services once I get on the ship, which is the first thing I did when we got onboard. They confirmed that they did not see the appointments but called the spa and secured the appointment times for me. At the end of my first appointment, they charged my sign & sail card and I informed them that I had already paid online. I was told that I would receive a credit back and that any appointments paid for online don't go into their system until afterwards. Ok, so I paid twice... I thought it was odd, and since I used a cash account and not a credit card, I was a little peeved but ok. it took 36 hours and another trip to guest services, but I did get my refund. Fast forward to the next 2 appointments... same drill, I got charged again and was told I would receive a credit. The next day, I asked Guest Services about my credit and I was told they don't see where one is due to me and that I would need to talk to the Spa Manager. Spa Manager said they have nothing to do with it and I need to talk to Guest Services. I tried showing her my receipt from my payment made months ago and she wasn't interested in even looking at it. She just kept saying it's out of her hands and there was nothing she could do. I went back to Guest Services and was pretty much told the same thing. When another agent stepped in and asked if she would like to talk to the Spa Manager on my behalf, she rolled her eyes and said No. She kept telling me that there was nothing they could do, she wouldn't look at my receipt and said I needed to call guest services. I informed her I had already done that before getting on the ship AND I spoke with the Spa Manager and I keep getting sent in circles. In the mean time, I have paid for these services twice and have BOTH receipts for each time I have paid. After getting off the ship, I called guest services again,spent 40 minutes on hold only to get abruptly cut off when I tried to explain why I was calling. I'm still waiting for my refund, which I will likely never get. Most of all, I am upset about the way I have been treated. THEY screwed up, not me but I'm left feeling helpless and nobody will even listen to me OR even look at my receipts that proves I paid... TWICE!! I lost a night of sleep on my vacation because I was so upset and never even got so much as an apology. How the heck do you manage to lose half of a transaction but not the other half??? I'm only a few points from being a platinum member and this is how I'm treated??