Question: I hope you can help me with an issue that came up with our recent cruise on Celebrity that included a hotel the night before. When I scheduled the cruise, I added one night prior in San Juan at the Gran Melia Puerto Rico, because the hotel was offering an all-inclusive option, according to the cruise line.
I paid $634 for this property, believing I would receive not only a pre-night hotel with my meals and drinks, but also transportation to the pier the very next day to begin the cruise with my husband.
When I presented the voucher at the hotel on the scheduled date the front desk representative informed me that there was no reservation under my name. I quickly contacted my travel agent and the cruise line directly and over an hour later I was called back to the front desk and they checked us in. But they didn’t offer an all-inclusive option.
I called Celebrity back after settling into our room to find out why there was a mix-up, and they said there was nothing they could do about it. Since I had no other choice, I paid for my meals at the hotel — a total of $188 for dinner, breakfast and beverages. I also had to pay for a taxi to the port the next day.
I have called Celebrity since our return, sent e-mails and written a letter with copies of the vouchers and receipt, and the only answer we get is that we were refunded the $80 for the taxi and they are unable to grant our request for additional compensation. Can you help? — Vanessa Thompson, Toms River, N.J.
Answer: You should have been offered an all-inclusive — and hassle-free — room at the Gran Melia. Instead, you spent more than an hour of your hard-earned vacation arguing with your cruise line about a reservation. That’s not good.