17 May, 2013 → by ClaimboUser879528
Poor Pre-Cruise Customer Service

We encountered a pre-cruise problem worthy of reporting on this site. I live in New York and my sister lives in California. Combined, we have spent more than 65 days aboard Regent vessels. When my sister first called her long-time travel agent, she requested a category G that was listed as available; (H had been sold out) for a cruise leaving Venice at the end of June 2013. When she spoke to her agent the next day, she was informed that category G was unavailable, and we had to book the next category up, F, at a cost of more than $400 extra pp. A few weeks later category G became available or guaranteed (as H was the last time she checked). By that time, we had paid both our deposit and full payment Regent’s March 31st deadline. We contacted our agent and requested a downgrade to the cabin we had originally wanted. After much discussion, Regent promised to give us an upgrade to category E, a concierge suite, should one become available. We also received an additional $200 onboard credit. Neither one of these things really addressed the problem of the higher tariff. In addition, because we were celebrating a diamond birthday, we upgraded our flight to Business Class. Regent refused to allow my sister to stopover in New York to meet me so that we could fly together. My sister had to book another r/t flight from CA to NY. Because we decided to pay a deviation fee so that we could spend 4-dayfs in Florence pre-cruise, Regents is also refusing to provide transportation from the Venice RR station or the Airport for us to the included overnight stay at the Hotel Excelsior in Venice. Additionally, Regent refused to allow me a stopover in NYC so that I could fly with my sister. We have upgraded to business and I was entitled to business class fare from Los Angeles. Unfortunately, I had to pay my own way round trip to NYC. Regent has saved some money there as well. Our travel agent and a very kind employee of Regent both tried to help us, but met a brick wall when they took this matter up with Regent supervisors. Since everything is included aboard Regent, the additional spending money and the concierge service are meaningless gestures. By virtue of our frequent sailing status and American Express Card we already have amenities and onboard credits. All cabins aboard the Mariner are equally fine. If this is the way they treat us before the cruise, I am approaching this whole adventure with trepidation. This is not the way to engender future loyalty.
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