CarribeanCruise.com
Complaint 215168 Details

After viewing tv ad of $99 cruise for 2 from port of WPB to Grand Bahama I phoned 800# on 2/24/2013 @ 3am. Because I had multiple questions (is this offer too good to be true?) I was referred to a supervisor, who reiterated price of $99 for two, plus port fees of approx. $59, tax and an upgrade to a room with window ("because i resided in a target area they were trying to market") of $39, making my total $256. I told her ahead of time I had a specific date targeted to take my daughter on this cruise and needed May 20, 2013. She told me to call on Monday after 9am to confirm my dates. I called, but was told I wasn't in the system yet and it would take 72 hours..", so I waited until Wed 2/27. I called 5 times and was put on hold for lengths varying from 8min - 17 min, and after hearing the recorded message from "Allen Thick" several times, was disconnected. Finally, I got through to a person, Thomasina. She asked for my phone number and address to verify my reservation (despite my having a reservation number). She offered me trip protection insurance for $24...I declined and she told me to hold for the reservation agent. When the reservation agent, Carol, got on the line, again the numbers were given to verify the reservation (but not the reservation code I had been given). The company sets up a personal website for its customers where you may view offers, but not enter any information or confirm a date. On that site my name was spelled correctly, yet every operator had a different spelling. No matter..I press on. Next, I was informed that the sailing date I wished in the category I was assigned was full. I could upgrade for additional money. I assured them I had been upgraded already but was told all they could give me was a bunk bed arrangement. Fine...I press on. Then the agent reviews the financial arrangements....My understanding was it was $256, tax, port charges and upgrade all included. She said there is also a $12/per person /per day charge for "gratuity" ...payable by credit card or by cash of $100 upon embarkation with any unused monies refunded when trip was complete (cash only refunded...credit card was to be given ahead of time and charges would be tallied). This amounts to another $72, bringing the total SO far to $328. BUT...now it gets even more interesting. Even though the cruise departs from the port of WPB, you must pick up your tickets at their welcome center in Fort Lauderdale, UNLESS you book a package to stay in WPB. OR the option is to stay overnight in Fort Lauderdale and pick up your tickets there (at an additional charge)...OR you could agree to go to a resort property in WPB where they will FAX you your tickets AFTER you sit through a tour and sales promotion. I asked for them to fax or express mail to me directly (I would pay for express mail or fax charges) but they will NOT do it. By this time i had been through 3 agents..Toamasina, Carol and now the top supervisor, Blake (and the duration of this call is now 55 minutes). Blake assured me he had no supervisor and that he reported directly to the CEO of the company, Mr. Robert Mitchell. There are several different addresses for the elusive company, which isn't just a cruise line..it is a vacation voucher promotion company. Not sure which location is the correct one as I would appreciate the opportunity to contact Mr. Mitchell directly (one in Ft. Lauderdale, one in Boynton Beach, one in Pompano, one in Orlando and one in Quebec). My American Express card was charged on Saturday evening 2/23/2013 even though my phone call to the reservation agent occurred at 3am on 2/24/2013. Blake informed me it will be 3 business days before they process my refund, but I have placed a dispute on my American Express card for the $256 that appears now. I pray there are no further charges as they do have my number.