The Cruise Web

We have an issue with this invoice, response, customer service for this cruise booking. Booking invoice number is 159310.nn1 – Earlier Brigid was our agent, she clearly told us on phone that deposit is refundable and if we decided to cancel, there will be 15% cancellation fee only which will go towards future booking. There is no other catch.nn2 – On 8/4 when we reached out to other agent assigned to us Jacques to cancel our booking and we will go with 15% cancellation fee with future credit.nn3 – Within 1 hour I asked him to confirm everything and what all will be the refund because we were supposed to received refund after deducting 15%. He then twisted Brigid’s statement and said there is no refund. Deposit we paid $200 per person is not refundable. On top of it there will be 15% cancellation fee for future credit. NO WHERE IN CONTRACT WE SIGNED STATED THAT DEPOSITS ARE NOT REFUNDABLE AND NEITHER DID AGENT MENTIONED IT.nn4 – We immediately called him and discussed this matter, we told him on call to not cancel anything yet and wait for our confirmation for full payment. On call, we asked to be transferred to manager, he said there is no manager available. He insisted that there will be no refund and all.nn‪5 – Morning on 8/5‬, when we emailed him, we will make final payment and confirm if cruise will refund 100% if Cruise cancels.nn6 – He only responded saying, that because we emailed him, he already cancelled invoice number 159310. Now with this they are saying they just took away my $800.nn7 – THIS IS NOT ACCEPTABLE!nn8 – I REQUEST MANAGER TO LISTEN TO OUR RECORDINGS YESTERDAY. Help us out right away today and we are expecting call from manager. Still no response.n9 - I DO NOT WANT MY DEPOSIT TO JUST GO AWAY AND ALL OF US KNOW THAT CRUISE WILL GET CANCEL AND WE WILL GET FULL REFUND. WE DID NOT APPROVE THIS AT ALL!!n10 - THIS IS SCAM!! I need my refund right away.

This note is for Gloria Hansen in appreciation of her excellent handling of our travel needs. She is especially accommodating and always keeps in touch. She updates us frequently which is very important considering today's situation. We could not be happier with Gloria in particular and Cruise Web in general.

Kris Kiersarsky was our travel agent and he was awesome!! We told him the dates we wanted to go on our honeymoon and he provided almost 10 cruises to take in that date frame. He sent us all the emails fast and never put us second to anyone. Always was by the phone ready to help us. Can’t wait to book in the future with you Kris!! Thank you again for making our 8 day cruise the best!!!

Lisa Hugo provides top-notch customized service. She has scheduled several cruises for us and always remembers our preferences for cabin type and location, dinner time, and all other preferences. Whenever I have questions, Lisa always responds promptly. I would highly recommend Lisa for all your cruise travel needs

Our cruise consultant Lisa Hugo recently scheduled a two -week cruise to Central America for my husband and me. Lisa is a delight. She is not just professional, but also knowledgeable, funny and very helpful. I was new to this process and made many calls and asked many questions. She was quick to respond and extremely patient. She has developed an itinerary which is well within our means and should be a lot of fun!nnI will strongly recommend Lisa to any of our friends planning on a cruise!