Cruise gratuity refund problem - any ideas?

woolythoughts

Hi


We're having an issue trying to get a refund out of the cruise line / travel agency and are wondering what the next best course of action is. To be to the point, I'll bullet point the facts:

* Booked a cruise with royal caribbean (RC) through viva voyage (VV) with prepaid gratuities added on

* Paid deposit by credit card and balance by debit card

* Whilst on the cruise, asked RC for a refund of gratuities as we wanted to tip as an when we saw fit - they processed it on their system and gave us a letter on headed paper saying they had done so. They told us they would refund VV in about 7 days and VV would refund us.

* Two weeks after we returned, I contacted VV customer service who said anything to do with refunds has to be dealt with by email - so I fired off an email to the relevant department. They said - when thy received the refund, they will refund us. They closed the ticket.

* A week later I chased them again, and they said still waiting for the money.

* A week later again, I chased them - same reply, By this time I contacted RC who said I need to deal with VV.

* And now, I still haven't received the money and i'm sick of chasing. Is the best option a section 75 with the credit card or a charge back with the debit card. Or something else?

HElp please

daveyjp

Why did you prepay them? Did you benefit in anyway by doing so?

I know on Celebrity (also part of RCI) that prepaying gratuities is required to access more privileges during the booking process. As a result you can't cancel them afterwards.

woolythoughts

We prepaid just because we had a drinks package and I found the idea of not having to worry about any cash or anything on board. Did not benefit what soever.

We cancelled because we found out that everyone got a share of the prepaid (even the captain) snd frankly some people were just rude so we rather they didn't benefit.

We tipped those we wanted to handsomely.

ibizafan_2

According to Trip Advisor cruise forum, if you tip in cash to individuals, they have to hand the tips in anyway, so they are not benefiting. My own view (and that of most TA contributors) is that tips are part of a cruise and we are happy to pay them. We have been on two cruises where they were included in the cost of the cruise, so that might be the way to go on future cruises. I wouldn't feel right if I had them removed, but that is just me.

woolythoughts

ibizafan wrote: »

According to Trip Advisor cruise forum, if you tip in cash to individuals, they have to hand the tips in anyway, so they are not benefiting. My own view (and that of most TA contributors) is that tips are part of a cruise and we are happy to pay them. We have been on two cruises where they were included in the cost of the cruise, so that might be the way to go on future cruises. I wouldn't feel right if I had them removed, but that is just me.

We had them removed but then paid more in tips to the people we wanted to tip than we did with the prepay.

Westin

woolythoughts wrote: »

We had them removed but then paid more in tips to the people we wanted to tip than we did with the prepay.

I think ibizafan's point was that they might of had to hand in the tips and place them into the central sharing pot anyway - therefore your plan may not have really worked. You are having the extra aggro of seeking a refund on the pre-paid gratuities when the end outcome for the crew is the same.

getmore4less

You did not need to pre pay grats because you had the drinks package that comes with drinks gratuities included.

Getting refunds from cruise lines is hard, you have to go through VV as you booked with them, they won't be that interested in doing extra work for no money.

daveyjp

getmore4less wrote: »

You did not need to pre pay grats because you had the drinks package that comes with drinks gratuities included.

Getting refunds from cruise lines is hard, you have to go through VV as you booked with them, they won't be that interested in doing extra work for no money.

Staff gratuities are over and above drinks gratuities. None of the staff gratuities go to bar staff, this is for waiters, sommelier, cabin steward etc etc. Officers do not receive a share of tips.