I was excited when the Royal Caribbean Summer 2019 schedule came out last night. We had been planning a cruise with another family, and we wanted the Villa Suite for our group of 10. It was available on our desired week, and we booked it for considerably less per person than a Grand Suite. The agent explicitly said it was a refundable deposit. That mattered to me because I was booking through the casino. The offer me discounts from time to time, and I wanted to preserve maximum flexibility to re-book at a lower price if the casino came through with a better offer.
When I received my invoice, it said the deposit is non-refundable. I called in today, and the agent at Casino Royale said he could see it was booked with a refundable code. An hour later, however, I received the news that it is indeed non-refundable. Nobody disputed what the agent told me, but said all suites are now non-refundable.
I fully understand the reasons for this policy. What I am angry about is that they are not honoring the deal they made that this is a refundable deposit. Lessons learned: Don’t trust what the agent tells you, don’t expect them to honor deals, and know that all reservations on suites are apparently non-refundable.