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 since we have a 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 rate. 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.