Can this trip be saved? A surprise hotel bill on a Princess cruise

Barbara Loffler had so much fun on her 10th anniversary Princess cruise that she and her husband decided to book their 20th anniversary vacation on the Love Boat, too. But it will probably be their last.

The Lofflers phoned Princess to reserve their South America cruise and were assigned a “personal” travel planner who they claim gave them assurances about their itinerary that proved to be untrue. Now they’re stuck with a bill for two extra nights at a hotel and ground transfers, which has more than doubled the cost of their vacation.

Did Princess do them wrong, or did the Lofflers do this to themselves? And can their cruise be saved?

Barbara Loffler made the initial reservation by calling Princess directly. She was transferred to Jeff, one of the cruise line’s personal travel planners. The couple booked a flight from nearby Washington to Santiago, Chile, which would arrive the evening before the ship departed.

“I asked about arrangements for that evening and he told me that Princess would take care of it,” she remembers.

But the Lofflers aren’t experienced travelers, so after finishing the reservation, they began to think about their itinerary. They live on Maryland’s Eastern Shore, a three-hour drive from Dulles. They’d need to drive to Washington the evening before their flight in order to arrive at the airport on time. So she called Princess back to explain her concern.

They would not be responsible to provide us with accommodations.

At first, I thought would mean our having to sleep in the airport in Chile overnight, until I was told that our flight was going into Santiago and the ship is sailing from Valparaiso — a 90 mile trip!

Jeff never mentioned this, nor did he offer transfers from the airport to the ship.

I was told that Jeff is no longer employed by Princess and my requests for some sort of remediation have fallen on many deaf ears, including those of supervisory personnel.

So now what?

The Lofflers sent an appeal directly to the CEO of Princess Cruises, asking his company to review their itinerary. It hasn’t responded.

I don’t think Princess should cover their room in Washington, but if Princess agreed to take care of their accommodations in Santiago, it should. But these would have been part of the itinerary that Jeff sent to the couple when they made their reservation, which means they should have said something in September, when they made their reservation — not in December, just a few weeks before they are scheduled to depart for Chile.

I’m more concerned with the way Princess seems to be handling the Lofflers’ case. Their letter has apparently been ignored. Their phone calls appear to be dismissed.

At the very least, Princess should review the recorded phone conversation between Jeff and the Lofflers to find out what he really said.

What do you think? Should the Lofflers just pay for the two nights at a hotel and ground transfers and be done with it? Or does Princess owe them anything?

A poll of more than 800 readers suggested I should mediate the case.

I’ll see what I can do.

(Photo: steamboats or g/Flickr Creative Commons)

  • Cindy

    I’m not sure if it should be mediated – I mean, I too agree that they should’ve checked into it when the itinerary arrived – but it should definitely be checked into to find out the “real story.” The simple act of good customer service solves many issues and that is something Princess Cruises hasn’t provided, which makes you wonder what they have to hide.

  • SirWired

    I think it should be mediated, but with emphasis on the “mediation.” With the OP wanting hotel accommodations near Dulles covered, there might be some truly epic miscommunication going on here.

  • BillC

    If the converstion with the Princess happened as described then they should have a record of it at the cruise line. If Jeff told them it would be taken care of then the cruise line should honour the agreement. One more reason to check your details immediately and not assume that all is well. Most cruise lines will offer to arrange hotel and transfers but the cost is usually extra and much more expensive then arranging on your own. A port not close to the city is not uncommon. Rome is an example.

  • MarkieA

    I don’t believe that Princess should be responsible for the Loffler’s accomodations in Washington. It would be good customer service if Princess would make deals with the hotels in the Washington area for “special rates”. But, they’ve likely weighed the cost of providing that service with the number of passengers who would need such accomodations, and have decided it’s not worth it. It doesn’t appear, though, from the narrative, that the Lofflers are stating that they were misled in this instance; just that they didn’t think of this “hitch” until the last minute. Again, it wouild have been nice of Priincess to at least suggest to the Lofflers that they may want to book a Washington-area hotel, but that would require a great deal of insight into the Loffler’s particular schedule and preferences.

    Now, the whole overnight stay in Chile. Obviously, if it’s true that the Princess rep did indeed state that Princess would “take care of it”, then there’a a problem here that Chris might be able to help with. Remember, these folks are admittedly inexperienced travelers. And while there’s a certain amount of common sense assumed – not checking your itinerary until bare weeks before departure is not a good thing – the Lofflers most likely remember the lovely time they had 10 years ago with Princess and assumed that all would be taken care of by the nice folks at the cruise line. In this instance, Princess seems to be disavowing any knowledge of any promises made by their “rogue” ex-employee. Not good.

  • Chris in NC

    I say mediate if only to get more facts. Am I the only one that finds it strange that 2 nights of hotels and transfers has doubled the costs? (as the OP claims) Where are they staying? In a presidential suite in the Ritz?

    Hotel at IAD should not be covered.

  • Charles

    Forget about the Washington hotel. Trips are usually booked from departure airport to return airport. If they want to include details on getting to the airport in the plans, they need to go to a travel agent to book this trip.

    But, I’m shocked that Princess (and Jeff clearly represented Princess) would arrange a trip that includes flying to the port the day before the cruise and not consider where they spend that night of the trip. Maybe they should have checked the itinerary better, but wouldn’t you assume the trip planning, if Princess planned the air travel for them, would include that detail? Shouldn’t it be end to end, airport to airport, if they are booking the air travel as part of the package? And, would I be surprised if the itinerary did not list this hotel? I’m not so sure I would be. I’ve never cruised (and it’s low on my list), but I could see how some might assume Princess has some way to put up the thousands of customers arriving the night before the cruise, maybe on the ship itself or maybe they have a hotel. After all, this has to be an issue for nearly every customer on this cruise, right?

  • http://www.thetravelinggiraffe.com Crissy

    I agree, the OP is on their own in regards to the hotel the night before their flight.

    But if, as they claim, Jeff told them that Princess would take care of the night before and the transfer then Princess should. Which is why I vote for Mediation.

    I have heard that Princess does not have good customer service, which isn’t necessarily a reason not to cruise with them. But totally ignoring them is beyond poor customer service.

  • http://www.singleparenttravel.net John Frenaye

    Keep in mind that 10 years ago, Princess Cruises was owned by P&O Line and not by Carnival.

    If someone said they would “take care of it”, I would want to know exactly what they are taking care of? Was Jeff talking about some fleabag morel or a decent hotel?

    The compensation for the IAD hotel is ridiculous. Absent using a local travel agent, I would not expect Jeff (in a call center) to know the distance from my hometown to the airport–especially since Princess did not handle the air. Much less how these people travel–maybe they prefer to get up super early.

    Many flights to South America leave in the mid afternoon and arrive late at night and many tour operators offer the equivalent of a “day room” knowing that the guests will be arriving at midnight. Some charge for this and others don’t.

    And the transfers are rarely included unless the cruise line books the air to go along with the cruise–and then even sometimes not.

    You are dead on that Princess dropped the ball on the customer service end and for that they likely owe the Lofflers something (maybe a OBC or discount on a future cruise), but as for reimbursing their out of pocket costs to get to the ship I am not so sure. Now if Jeff specifically said, “we are paying for your hotel in Washington and Santiago and transfers (or they are all included) and you will be staying at Hotel X and Hotel Y and the bus will be at Hotel Y at 9am” a different story.

    But these call center people are scripted and the call center employees are not empowered to do anything off the script.

  • http://www.sanibel-rentals.net Sylvia

    I voted not to mediate.

    I agree that Princess seems to be doing a poor job of customer service, but that alone does not necessitate your involvement, Chris.

    The key word is in this sentence:
    but if Princess agreed to take care of their accommodations in Santiago, it should.
    And that key word is IF.

    There is no written record, no signed document, showing this statement was made. More than likely it was, but how do you prove it?

    Word to the wise on any agreement: get it in writing.

  • Monica

    I don’t think the hotel stay for Dulles should be Princess’ responsiblity. I live in the DC area and know that there are plenty of other closer options for the OP to fly out of. If they are in eastern MD, why not BWI?

    I definately think if Princess promised to “take care of it”, a reasonable person would assume that includes the airfare to the port, the hotel the night before, and a ride to the port the next morning. I know that when I book my Disney Cruises, they have all my information to pick me up and take me wherever I need to go. Sure it costs extra, but it’s worth it to have everything prearranged. If Princess did the same thing, it would have been part of the total cost of the trip.

  • Raven

    Hotel at IAD should not be covered, but it sounds like the one in Chile should be, given the “promise” of the now absent employee.

    I think it’s more atrocious that Princess has ignored all communication. That really makes me want to do business with them. “Oh, we have your money. Now, we’ll ignore you.”

  • Arizona Road Warrior

    I voted ‘Yes’ so that Chris could have the possibility to hear the taped conversation between Jeff and the Lofflers to see what was actually said, the epxectations, etc.

    If the Lofflers told Jeff that they want to arrive a day before the cruise AND if Jeff said that Princess would take care of their accomodations then Princess should. However, I don’t think that Princess should cover their room in Washington.

    “I was told that our flight was going into Santiago and the ship is sailing from Valparaiso — a 90 mile trip!”
    - – - – - – - — –
    This is very common. If you are going to take an Alaskan cruise that starts in Alaska, you flying into Anchorage then it is 127 miles to Seward.

    “But the Lofflers aren’t experienced travelers, so…”
    - – - – - – - – - – -
    Based upon their comment of why they are not flying into Valparaiso (because there is no airport in that city), it shows that they are inexperienced traveles. Why didn’t they use the services of a b&m travel agent? I am sure that a professional brick & mortar travel agent would have pointed out these issues to the Lofflers before they purchased their cruise; set the proper expectations; etc. They would have paid the same amount of money.

    I don’t understand travelers that deals directly with cruise lines and tour operators. IMHO that sales reps (i.e. Jeff in this situation) that works for cruise lines and tour operators are NOT always looking at your best interest. Nor may they understand the local ‘issues’ that a traveler has to deal with (i.e. staying at an airport hotel the night before); special needs; etc. I want to have someone to go to bat for me if there is a problem.

    “Now they’re stuck with a bill for two extra nights at a hotel and ground transfers, which has more than doubled the cost of their vacation.”
    - – - – - – -
    I don’t know what they paid for their cruise nor the cost of the hotel rooms (one night at a Dulles airport hotel and one night in Santiago); however, land transfers are inexpensive in Chile…they can pay $ 5,000 pesos (or $ 10.50 USD) to take the LAN shuttle bus to Valparaiso; $ 1,200 pesos ($ 2.54 USD) for a train (it is a new train); etc.

  • DJP

    They didnt book this themselves…they did this with a consultant direcrtly with the cruise line.

    Since he worked for the cruiseline there is an inherent trust in these travel plans.

    This consultant should have informed tham on the distance between port and Santiago. Was the cruise line offering transportation as part of the package deal? Why wouldnt they have arrange transportation as part of the deal.

    Cruiselines should know that many of their customers are not regular travelors so they need to be handheld when booking.

    At the minimum this was piss poor customer service.

  • Sarah Di

    I voted no. Hotels booked through cruiselines are always at extra cost, as they should be. Ground transfers are not part of the cruise cost. The hotel in Washington is up to them if they want it or not, even if they have a drive to get there. That’s not Princess’ responsibility.

    I rarely advocate for people to use travel agents because I think that most people are capable of making straightforward travel arrangements (flight, hotel, transportation and cruise) on their own. I book directly with airlines, hotels and cruise companies without a problem because I know what I’m doing. Not only have I managed it without issue, but I have also managed to get price drops pre-cruise, price drops on hotels and been able to research multiple methods of transportation from the airport to my hotel. Typically, transfers through the cruiseline are much more expensive and less convenient than other options. Same goes for hotels since they typically have fewer options given to them.

    However, they are inexperienced travelers, have never cruised and apparantly didn’t do any research into what’s covered and what’s not covered in this kind of vacation before booking. If someone is inexperienced at traveling in general or a specific type of vacation and not wanting to spend the time researching it, they need to go to someone who does know. That can be a family member or friend that knows what they’re doing or a good travel agent.

  • Charles Lichtenwalner

    I’m not sure what Princess Line’s definition of “Princess would take care of it” is. Make a reservation at the hotel? Or pay for the hotel/ Did the price increase when the need for a hotel became apparent or did the Lofflers assume that Princess would throw in the room gratis? It seems that there may be an honest misunderstanding here.

  • LadySiren

    I voted yes; there seems to be a huge amount of confusion around what was actually promised (or not, as the case may be). Maybe Chris can help both sides unravel the situation and figure out what’s really going on.

    In other news: thanks for putting the real-time poll results up there – love it! Is this a new feature or did I totally just miss the link every other time I’ve visited the site (could happen)?

  • Mike Z

    I voted yes, but only yes on the part that involves the flight to cruise transefer in Chile, and not the night in Washington. And so what f they have to go to the airport the night before. if they don’t want to leave their house at midnight and drive, that is the price you pay for where you live. Sometimes you have to suck it up and deal with reality.

    As others have said, I am also wondering what the recorded conversation went like. Also, so what if the employee no longer works there. While he worked there he represented the company and the company needs to make good on his promises or implications.

  • Anna

    I’m for mediation but only to get more details and to call out Princess for their bad customer service. I think the idea that the cruise line should cover their night in DC is ridiculous. I imagine that when Jeff said that it’s taken care of, it means they will take care of the booking arrangement, not the costs. But it is his responsibility to detail the additional costs to them so that they can decide if they want to use that or if they can find a better deal on their own or whatever. I agree with other posters that it doesn’t matter if Jeff is still employed or not, while he was employed, he represented the company and they need to stand behind his promises/actions. Or else, how could we ever do any direct bookings with any company again? “Oh, you thought the price was X? Sorry, that guy doesn’t work here anymore – the price is now x+$100″ and so on.

    I would love to know what kind of hotels they are staying in at both locations and the type of transfer they are getting (maybe limo service?) that would more than double the cost of their trip.

    I don’t think Princess necessarily owes them any money or additional compensation depending on how that taped conversation plays out. I do think they owe it to their customers to respond to their call and questions with patience and reasonable explanations of their decisions, beyond the “oh, the guys doesn’t work here anymore!”

  • Joe Farrell

    The claim that Princess would ‘take care of it” does NOT mean that they will pay for the transfers and accommodations. It is vague.

    Why would they think that instead of driving to the airport at 2am the company would rent them a room before their flight? That is ignorance – and ignorance is met with education about what is standard – not trying to get someone else to pay for their ignorance.

  • Roberto

    @Arizona Road Warrior there are plenty of decent, inexpensive hotel options near IAD. There is a brand new Aloft out there. A friend of mine paid I think $70/night (definitely less than $100).

  • LeeAnne

    Yes, absolutely, you should mediate. This couple is getting screwed, and is a perfect candidate for your patented mediation.

    No, they should not have expected Princess to cover the hotel in Washington. They say they’re inexperienced travelers, but they did a cruise 10 years ago so it’s not like they’ve NEVER traveled. Tours always begin at the point of departure.

    YES, Princess should cover their hotel and transfers in Chile. This is NOT an uncommon scenario – cruise lines usually do offer that as an option, so I don’t know where Sarah Di is getting her info. I personally never use that option – I can always find better deals on my own than the cruiseline offers. But many people prefer to have the cruiseline handle everything, and are willing to pay a bit more for it.

    The couple should definitely have done a detailed assessment of their itinerary way before this – but that doesn’t absolve Princess of coming through with what they promised.

  • Karen P

    I voted yes because Princess should at least be responding to the complaint. Companies that don’t respond burn me. Even if the Lofflers are incorrect and Jeff never said that Princess would take care of the hotel, Princess should at least look into the matter.

    My thoughts are that the 2 hotel nights are NOT the hotel in Washington and the hotel in Chile but rather 2 nights in a hotel in Chile before and after the cruise. I didn’t get the impression from the story that the Lofflers are looking for Princess to pay for the hotel in Washington.

    IF Jeff said that Princess would pay then Princess should pay, end of story. He may not work there anymore but he was their employee and acting on their behalf.

    I also think inexperienced travelers should use travel agents. My guess is they had a great experience before and they just figured they’d go right to Princess to book. And maybe they were told by a friend to avoid a travel agent as booking yourself is so easy.

  • http://Dorothy4mkay@msn.com Sasha

    I have cruised with Princess and have found that their extended stay hotels, while very nice are also very expensive. I think it is unrealistic for these people to expect someone else to pay for their hotels. I voted yes because Princess seems to be ignoring them. For people who do not travel often I am surprised that that they did not read their documents as soon as they arrived. Unless, possibly one of them is now having a fit because of the cost. Maybe one of them wants to go much more badly than the other…Just a thought.

  • Bill

    I’m reading this, and if two nights’ hotel and a transfer are going to “more thandouble” the cruise cost, then the whole thing isn’t enough to worry about, is it? They must’ve got a heck of a deal on that cruise and flight.

    Let’s look at this a little closer:

    Cruise for two+ return flight for two between IAD and Santiago, Chile: “X” number of dollars.

    Two nights’ hotel and a transfer between Valparaiso and Santiago? “More than X” number of dollars.

    According to Arizona Road Warrior, the transfers are US$ 10.50 each, so let’s be generous and say $25. I looked on Expedia, and hotels can be had in either location for about $150.
    Add it up and you get about $350.,

    If this “more than doubled” their costs that included airfare and cruise, then they got plane tickets for two and a cruise for two, both for less than US$350.

    *or* they are sensationalizing the case by saying this “more than doubled it”. In either case, they should be on their own, I don’t feel sorry for them at all.

    return flight for two between IAD and

  • Sarah Di

    @LeeAnne, I think we’re saying the same thing here. Yes, cruiselines offer hotels and transfers, but they are at extra cost. Princess’ website says nothing about including hotel and transfers when a flight is purchased through them.

  • Mike Z

    @ Joe farrell, when someone asks what about my stay the night before and someone tells you that they will take care of it, exactly what do YOU think that will mean. Because to 99% of the others, that means that the company will “take care of it”, not leave the passengers sitting there, having done nothing.

  • Sarah Di

    “The claim that Princess would ‘take care of it” does NOT mean that they will pay for the transfers and accommodations. It is vague.”

    I agree with this. If Princess meant that they would pay for it, they would have said we will book and pay for your hotel and transfers. By saying take care of it, they could mean paying for it or just booking it at extra cost. Unless they received an itinerary with the hotels/transfers listed as part of the cruise cost, all they have is one person’s memory of what words an agent used. They assumed that Princess would pay for it, but didn’t receive anything in writing stating that.

  • Jon Dell’Antonia

    I had an issue with Princess many years ago and they ignored my letters to the CEO also. So, Chris, I think you will have to get involved to get any kind of response. We no longer will travel on Princess because of their unresponsiveness.

  • CTP

    @Bill, I agree with you on questioning the “more than doubled” bit, that makes me very suspicious! It makes me think this is a classic example of the difference between what one WANTS to hear vs what was actually said.

    CTP

  • Arizona Road Warrior

    @ Roberto – “there are plenty of decent, inexpensive hotel options near IAD. There is a brand new Aloft out there. A friend of mine paid I think $70/night (definitely less than $100).”
    - – - – -
    I agree…they can get a room at the Holiday Inn Express at the Santiago Airport under $ 200 (all taxes and fees included). Unless the cruise is only for two or three days and they cash in miles for their tickets (thus no cost), it is hard to see how the cost for their trip has doubled.

    Maybe Bill is right that they could be sensationalizing the case by saying this “more than doubled it.” Or maybe the prices for the hotel and transfers in Chile were quoted in Chilean Pesos not USD.

  • Erika

    I voted yes. There is something very fishy going on – made even fishier by the fact that Jeff no longer works for Princess. Did he do this same thing to other people? At the very least there should be a review of the taped conversations. If Jeff made promises then Princess, in my mind, is obligated to honor them as he was their representative. The IAD hotel, however, is the responsibility of the traveler.

  • Mike H

    The Loffler’s did this to themselves. They want a hotel room to be given to them in Washington DC because they don’t want to drive at night? They expect a free room in Chile because they booked a plane that arrives a day early? These people really need to use a travel agent next time who can explain these things to them.

  • Joe Farrell

    Hey Mike – I like to assume that they are gonna pay for it – but I will not be surprised if all I get is a reservation where I am then expected to pay for it –

    I still fail to understand why anyone cruises. . . . the contracts are completely onesided – they have zero obligation to do anything they promise if they change their mind. They determinations are final, you cannot generally sue them and damages are limited by international treaty. At least with domestic airlines as of right now they can still be sued for all sorts of things. . .

  • Arizona Road Warrior

    I went to Princess website. They have only one cruise in January 2011 that departs from Valpariso. The published fare for an interior room (the cheapest rate) is $2,095.00 per person and $ 191.10 for taxes and fees. The $ 2,095.00 is cruise only. That is $ 4,572.00 ($ 2,095 plus $ 191.10 x 2) and this does NOT include airfare.

    They could have receive a lower price but to say that two nights and transfers will double their costs…I don’t buy it.

    Princess does have a program called, Extend Your Stay, which allows a traveler to arrive early and/or depart later. The link is http://www.princess.com/learn/ports/south_america/ports/VAP.html.

    “Extend Your Stay: Start your vacation early or make it last longer with a Cruise Plus Hotel Package and let Princess handle the details. Add as many nights as you like to the beginning or end of your cruise at a range of exceptional hotels selected for their excellent service and prime locations, close to major attractions. You’ll be met by a Princess representative who ensures that all transfers and baggage handling are taken care of. It’s a terrific way to extend your vacation with the security and peace of mind that Princess has handled everything for you.”

    The price for 2 nights at the Ritz-Carlton Santiago is $ 589 per person (or $ 1,178) and the price for 2 nights at the Intercontiental Santiago is $ 399 per person (or $ 798). Here is the link, http://www.princess.com/learn/destinations/south_america/extend/stay/santiago_chile.html

    If they stayed at the Ritz-Carlton for two nights at $ 1,178 (which includes the transfers, etc.) but lets call that $ 1,300 to account for taxes, it means that the Lofflers purchased two airline tickets and a 14-day cruise for less than $ 1,300 since the Lofflers are claiming these extra two nights and transfers have more than doubled the cost of their vacation.

  • Arizona Road Warrior

    @ Karen P – My thoughts are that the 2 hotel nights are NOT the hotel in Washington and the hotel in Chile but rather 2 nights in a hotel in Chile before and after the cruise.”
    - – - – - -
    I think that you are right. As I posted earlier, Princess Cruise has an “Extend Your Stay”. For the cruise departing from Valparaiso, they have a 2-night standard package in Santiago; therefore, I think that you are right.

    Based upon published rates for the Extend Your Stay package for Santiago, it is hard for me to believe that those two nights more than double their costs for this vacation.

    Personally, I think that the price of or $ 1,178 (Ritz-Carlton) and $ 798 (Intercontiental) is high. We have went on land tours and we always arrive early (2 to 4 days) and stay after (2 to 4 days) – we take care of our own hotels and transportation to and from the airport. When we took our Alaskan cruise (it was on Princess), we arrived a few days early in Anchorage…we did some sightseeings than we went back to the airport to get on the Princess bus to Seward.

    However, it might be worth it to pay a premium since you will be greeted by a Princess representative to take care of the transfers and baggage handling since Chile isn’t the safest place in the world nor has most honest taxi drivers.

  • Nobody

    If it ain’t in writing, it never happened, especailly with Jeff on his last day of employment.
    Even it were in writing, also in writing on cruise bookings, to the effect: Itinerary subject to change for any reason. Remember that if you book exursions in advance, not through the cruiseline.

    Here lies the cruise passenger
    With two unusable helicopter tickets
    To lunch with the penguins on nests
    The captain skipped that port
    Due to the inclement weather report

    RIP
    Nobody was faster

  • DonnaE

    The distance between Valparaiso and the Santiago airport is not 90 miles. One can travel to Valparaiso from the airport almost as quickly as from the airport to downtown Santiago. So that is an exaggeration that makes me wonder about the rest of the story. Princess makes pre/post hotel reservations but not usually without payment unless there is a special promotion. They don’t usually offer transfers unless they make the air reservations. In any event, these people should have looked at their confirmation when they received it and followed up on discrepancies at that time. Princess, however, should not ignore communications from customers and for that reason, I would suggest that you intervene. A good solution might be a compromise with the clients paying for part of the extra services and Princess offering something complimentary because of their lousy communications.

  • http://www.latinamericanliving.com Rodrick

    If you are visiting Chile, chances are you will have to pass through Santiago at some point. I prefer just about anyplace in Chile to Santiago. If you don’t have a lot of time, Valparaiso is only a couple of hours away and from there you can go to the beach quickly.