Our experience with Carnival Vacation Club has been nothing short of a nightmare. Our nightmare began as a dream, when we approached the Carnival Vacation Club desk on our cruise in October of 2006. (7 day Caribbean Cruise to Puerto Rico, St. Thomas, etc) We had been on several cruises with various lines, but felt Carnival was best suited for our family with young children. So…we proceeded to sign up for the Bronze package where 14,000 points were afforded. The sales pitch was impressive…dishonest…but still, impressive. We were promised the sun, the stars, and the moon. As vacationers, we were in a “happy place” and I guess our otherwise prudent judgment was hindered. With the points, the representative advised that we were basically paying for 2 family cruises and 3 resort vacations. We were promised the best prices available for cruises, the best service in the travel industry, the best experience while cruising, and the list goes on and on. On our first resort vacation…we were hassled to purchase a time-share repetitively. Ok…we can get over that…the resort was beautiful and that made up for the million sales pitches we had to endure. The cruise points are an entirely different story. This is where our horrific nightmare begins.
Call #1- I spoke with a representative named Rosanna Orozco who made arrangements for our 10/20/08 cruise. We wanted to pay for the 4 of us, but were told that we could only use our cruise points in half or full pay increments. At this point, we had only paid enough for myself and my husband (we were financing thru Westgate). We went ahead and booked for the two of us and were told that when we paid the remaining balance, we could add the kids onto the current booking with my husband and myself. We were told that the cost would be much less when we added the kids since they were 3rd and 4th passengers, and to call back and get them added on. During this process, she would slyly add in the travel insurance, when this is not something we ever purchase. I had to enforce repeatedly that this is not something we wanted to pursue. Annoying. Clearly, the service part of the promise was lacking considerably.
Cal #2- I spoke with John on Saturday, 2/16/08 who advised that we could not add the kids on yet, although I had paid off the balance earlier that day. When I spoke with Westgate finance earlier, they provided an approval number and advised that I would be able to book travel plans with the approval/authorization number. Westgate Finance also advised that they receive calls frequently from Carnival Vacation Club to confirm payment status to validate that an account has been paid. Somehow, the right hand isn’t talking to the left…. and John would not permit me to add the kids onto the current reservation. Clearly, there are some communication issues here. To avoid more time wasting, I went ahead and just said I would call back another time to add the kids to the current cruise reservation. Strike two on the “world class customer service” that was promised while onboard.
Call #3 – The pinnacle of the nightmare lasting about 90 minutes. Too long of a nightmare if you ask me! I called in and spoke with Mindy, who initially seemed very personable, knowledgeable and cordial. A pleasant surprise. I called to obtain an idea of how many cruise points it would cost to add on the kids. I was not expecting to be able to add on the kids at this time (since John during my prior conversation had advised that it would take about 2 weeks until I could do so), but Mindy advised that she was able to go ahead and add the kids to the current reservation. (Another example of that left and right hand not talking to each other…consistency would be helpful!) She then advised that she would need to cancel the current reservation and re-book in order to add the kids…and the total points for the trip would be 13,758. (4618 for passenger 1 and 2 …and 2261 points for passenger 3 and 4 for the kids) I immediately interjected that this was incorrect, as when I booked my husband and I initially, the kids would simply be added onto the 6966 that was already charged to the account. After several 10-15 minute hold times…she came back and said the total would be 11487 for the 4 of us (6966 for my husband and I, and 2395 for each kid). I agreed to proceed with this booking in hopes of keeping the call somewhat reasonable in length, when then she came back again and advised that this was also incorrect and that it was 12403 for the 4 of us (6966 for the 2 of us and 2718 for the kids). I then questioned whatever happened to the 2261 points that she had quoted previously for the kids and the answer was that “this is what the system is telling me” and “this is what Carnival was telling me when I have been calling them”.
Lucky me, I had over an hour waiting on hold to be searching on Carnival.com, Expedia.com, and Cruises.com, as Mindy was “trying” to find some consistency in her responses to my inquiries. In my research, I found the following:
Carnival.com for the cruise for the 4 of us in the same cabin category (6A) = $2498 + Taxes.
Expedia.com for the 4 of us in a 6A: $2782 total (including tax).
Cruises.com for the 4 of us in a 6A cabin: $2781.72 (including taxes).
So…when Mindy finally came back on the line and was quoting a total point expenditure of 12,403, and I knew that 14,000 points was worth $3495 (the cost of the Bronze package), I knew the points and the cost…were not adding up. (I didn’t have to use my economics and finance background to figure that one out!)
She then advised that each point was valued at $.175. So, I had the privilege to do some fun math, again, while on hold. So… the final figure that Mindy calculated was 12403 points. So, if you take the 14000 points that were purchased, and subtract the remaining 12403 points…we would come to 1597 points remaining. That means that I would have 1597 points remaining. 1597 points x $.175 per point = $279.48 as the ending balance. So…of the $3495 that was paid for this Bronze package…$3215.52 is being charged by Carnival Vacation Club for this single cruise. Hmmmm, it doesn’t quite seem as if your promised “Best Price Guarantee” is really the “Best Price” now does it?
So…at this point, I asked to speak with Mindy’s supervisor and she said “hold on, let me look at something” and placed me on hold. (Where’s that world class customer service I was promised?) She comes back on the line, and I advised her that I was mid-sentence when she rudely placed me on hold and that she needs to ask a customer for permission before placing them on hold. I then reiterated my interest in speaking with a supervisor or manager. Mindy then advised that I would need to speak with the Customer Relations Department. I again, reiterated that I needed to speak with her manager and her response that she would transfer me to Customer Relations. I asked for a phone # for a manager or supervisor, and she gave me the extension for the Customer Relations department. I asked if she was refusing to provide me with her supervisor’s information, and she said that she would transfer me to the Customer Relations department (um, not what I was asking). So…she went ahead and advised… “Please hold and I will transfer you to someone in customer relations”. Transfer. You guessed it…voicemail! So…after 90 minutes of…nothing…I had accomplished…nothing. Scaring nightmare, isn’t it?
So much for that world class customer service and best price guarantee! We have been on several cruises with Carnival, and I feel it is unfortunate that they associate themselves with such a shady organization as CVC! I have not yet decided if this will impact our cruising frequency with Carnival.