I flew from NY back to Vegas for a free cruise certificate on Princess Cruise Lines offered by the Venetian hotel and casino in Nov. 2017. The certificate said to reserve the cruise by March 15th 2018. As I already had three cruises on another line scheduled for early 2018, and a plethora of doctor's appts. to set up, I waited until I had some of my appts. set and had returned from 2 of the other cruises to call and set up the cruise with Princess Cruise Lines. I called on 1/25/18 and was still unsure of exactly where I wanted to go and when, as U had questions about the itineraries. Figured booking person would help me. They must pay booking agents based on the number of cruises they book, because she acted like she was shocked I wasn't just providing her with the itinerary and travel date so she could book me and move on, so I said I would do some more research and call back. Shortly thereafter, my brother was hospitalized. He passed away a week later and it took until the end of February to take care of a lot of issues related to his passing. I had another cruise with a different carrier I had not even packed for coming up, and still wasn't sure where I wanted to go with Princess Cruise Lines. I called again in March, thinking I could get some help, but was again directed to website. So I told representative I would try to call back before my cruise with the other company left, but hoped I would get a slight extension if I had to call back upon my return. I was a me to figure out I definitely wanted to go to Southern Carribbean and leave out of Miami, but saw no 7 day itineraries on the Website, only 8 days or cruises of 5 days or less. I ended up calling back on March 18th. After explaining why I needed extension, she told me to call the casino for an extension, but seemed very empathetic to my situation. The first (and only) good sign I was getting from Princess Cruises. The casino was the middleman and unable to extend my booking time, which was just as I thought. They suggested to call back and ask for a manager. I did, but they said the department that I needed a manager from was closed on Sundays and to call back during the week. I called back today on 3/21, only 6 days after the expiration. Was immediately told the company policy is to never extend the free cruise certificate ever and that it would be a waste of time to speak to a manager because the agent was already speaking with a manager who said the certificate would not be extended. I reminded the agent that I was a frequent cruiser with two other companies and would like to see how Princess Cruises compared. And asked about notes on my account regarding my previous calls. I got no response to that, so either prior agents made no notes, or it wouldn't have mattered. I insisted on speaking to a manager, was put on hold for 20 minutes. Then agent comes back on saying she has a manager, but may lose my call trying to transfer me to her and apologize in advance if it happens. That's just crazy talk because you have my phone number which can be given to the manager so she can call me right back. Clearly their plan was to leave me on hold and hope I hung up or to eventually hang up on me without letting me talk to a manager. So I said let me save you the trouble of dropping my call, and for second time said that since my certificate was still in the computer, there was no reason that they couldn't allow me to book the cruise, other than that they didn't want to. And for that reason, I was never going to sail on Princess Cruise line. Both times the reaction was , if that's how you feel... With the unsaid so what.