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Thursday, July 31, 2014

All the right moves don't always work


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.

A: 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.

You really handled this one by the book. You confirmed your reservation and checked the terms of your all-inclusive visit. Once you checked in, you asked the hotel, your cruise line and your travel agent to fix the problem. Even when you returned home, you handled this like a pro, applying polite but firm pressure on Celebrity to make this right.

So where did you go wrong?

As far as I can tell, you didn't. Sometimes you can do everything right and still fail to get the company to respond correctly. It's what I call the "other 1 percent" because there's a small portion of cases where even insider knowledge of the system can't help you.

It's unclear if a credit card dispute or a small claims court action would have worked. After all, you stayed in the hotel but just didn't get some of the promised amenities. It's difficult to persuade a credit card company or court to help in that kind of situation (but not impossible).

I contacted Celebrity, and it refunded $188 for the meals and beverages and 50 percent of the cost of the hotel pre-night package — a total of $505 — as an apology.

Christopher Elliott is the ombudsman for National Geographic Traveler magazine. You can read more travel tips on his blog, elliott.org or e-mail him at celliott(@ngs.org.

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