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If you have to cancel don't take any notice of what you are told. Expected refund times are a shear guess and they have no system to keep you updated.
Some website prices and cabin classifications are misleading
I recently saw back to back cruises on the clean cruising website with exceptional prices for deluxe balcony cabins that were cheaper than normal balcony cabins. I asked for a quote for the deluxe balcony cabin. I specified that I wanted unobstructed views but the quote came back $3118 and $2428 per person when the web price was $2339 and $1984 per person much higher than listed on the website.
Following my original poor review rating, I received a reply stating the the prices displayed on the website were for obstructed view deluxe balcony ca...
Things I've done for you.
Never will I book with them again. Clean Cruising was referred to me by a fellow cruising passenger. So, next time I booked a cruise I went to them. I booked for 20 people. i.e. 7 o/view and 3 Balc cabins, for myself and my brothers and sisters back in March, 2016. I also booked with them the 14 airfares from Melb to Bne. When trying to cancel an airfare and rebooking another and trying to get a refund, the answer I received from Clean Cruising was, "The things I have done for you and your family. I have bent over backwards organising everythi...ng for you all." When I related this to Management much later, I got the usual, " We are so sorry we will look into it. I,m sure she didn't mean it." Then without any further attempt to placate me I was told I would be taken off their mailing list. Was the booking process pleasant? No. Did this experience match my expectations? No. Was I satisfied with the service? No. Would I recommend them? No. Would I use them again? No.
Sharp practice in my view!
Fully paid for three balcony cabins months before due, only to miss out on the $100 US (per cabin) on board credit now on offer. Told it is not worth cancelling my booking with a view to qualifying for the new deal. Are they kidding? This leaves a bad taste in my mouth, nothing to do with customer satisfaction!
Cancellation policy ripoff
I cancelled my cruise within a week of booking and paying a deposit and the cruise was not until January 2018 so plenty of time to book out the cabin, but Clean cruising insist on keeping $200, saying it is their policy, I have asked to see their cooling off details to no avail. They are unmoving and will not negotiate, plus gave me false information in regard to my travel insurance which has a reasonable 15 day cooling off period, then say that it will take a month to give me back the money they deem to refund.
Unprofessional and Uncaring
It is bad enough when the agent's response for making a mess of our bookings is that she has 16 years of experience (though I believe she had 1 year, 16 times) but when the others add to the miserable performance by making false promises then you know you shouldn't be using them to book your cruise.
The company did everything wrong. Booked and confirmed first class flights then changed their mind, after we had paid to tell us they were booking business or premium economy. Failed to book non-smoking rooms. Failed to book the hotels in the rig...ht area. Made a mess of our cruise cabin booking. Failed to live up to a promise of finding some way to compensate us for their miserable performance. If you want to book a cruise I suggest you find some other company to do the bookings, Clean Cruising just don't live up to their promises. Worse. When you write to tell them of your disappointment you get a series of reguegated excuses.
Feeling Ripped Off
Don't deal with Clean Cruising! Recently I was hospitalised and was unable to go on our hugely anticipated Alaska cruise. Sadly, we had to cancel airfares and cruise. Clean Cruising informed us we would lose nearly $3000 of our cruise payment of $7220. What we didn't know was that Clean Cruising ripped off a slice for themselves of nearly $700. Money for nothing in their pocket! I also needed a letter to give travel insurance as proof of payment and Clean Cruising initially told us we would have to pay $100 for the letter of proof. After I remo...nstrated with them, they rang days later and agreed to send it for free. Big of them!! How dare they rip us off when I was extremely ill and had to cancel our trip. Where is their compassion? Will never deal with Clean Cruising again. On a better note after weeks of trying, our travel insurance came through. **Best idea is to deal direct with airlines and cruise lines not travel agencies. So beware- deal direct!
Terms and Conditions.
I booked a cruise from Hawaii to Sydney, last year to celebrate our 50th Wedding anniversary. ..
However I had to cancel, ,because my wife became very ill, I gave the travel Agent plenty of time
For the cancellation. .but later found out that I'd lose $200 Of the $1000 Deposited. .because I
Failed to read the full Terms and conditions. So please read the full term and conditions before
Parting with your Money.
Worst experience ever with a travel agency, avoid like the plague
I booked a cruise with Clean Cruising, the consultant was lovely and seemed very knowledgeable. After making the booking she assured me that I would receive an email, which I did, but there were errors on the booking. I called back but received an automated message saying they would not reopen until morning. Called back the next day, spoke with a receptionist who assured me that someone would call ASAP. I waited 3 hours, no call. Called back and was told that they were understaffed and they had no consultants available. At this stage I had my s...on in law call as he too wished to book on the same cruise. He spoke to the same receptionist, left his number. Within 15 minutes a consultant called him?!? He handed me the phone, I queried why they were able to call him but not me (someone who already booked). They went on with the same excuse of being understaffed, but this just doesn't make sense. I wrote a complaint on their Facebook wall, I received a response that someone would call me ASAP to discuss. I received a call the following morning from a new consultant. She was abrupt and mentioned my 'complaining' (not complaint) on the Facebook wall (which by this stage had been deleted). She said they (clean cruising) were happy to refund my deposit. I told her no, I just wanted it fixed plus have our other family members book. A few weeks later the cruise line released a sale, I emailed my consultant/agent to ask if we could get the benefits of the new sale. She emailed back saying no, the cruise line would not allow it. As a new cruiser, I could not understand the reasoning behind this - we were many months out from sailing. I asked around and other people who had booked with Clean Cruising had no issues cancelling and rebooking. I emailed the consultant back and enquirered once again. I received back another no along with a copy/paste terms. I wished to ask about cancelling and rebooking, so I called to speak directly with the agent. I was told she was on another call. I asked for a call back. Two days later, no call. I call again, once again told sorry, she is on another call. No call back by the end of the next day. On the fifth day I called again - gave the same story, on a call. Told the receptionist (who was lovely) that if I did not receive a call back I would have no choice but to call Consumer Affairs. She asked for me to explain the situation, she agreed that it was not professional and assured me that she would have a manager call me ASAP, she said they were 'all in a meeting' and were unable to come to the phone. I waited for a call, none came. The next day I received an email from a manager at Clean Cruising who accused me of abusing the receptionist?! This never occurred in any way, shape or form, at the time I had four other people in my home listening to the call. She stated in the email that I should send the email to the cruise line as proof of release, as they no longer wished to handle my booking. The cruise line assured me that this is not how it's done and were shocked. The 'Manager' ended their email with - 'we look forward to NOT dealing with you in the future'. Extremely unprofessional company, rude consultants, extremely rude and childish 'managers'. I have since rebooked with a different agency. After I had booked, a sale started - my new agent cancelled and rebooked with NO ISSUE!!
Questions & Answers
i would like to know how they went with the refunds from cancelled cruises as there were no mention in the comments
My brother mother and myself booked and my brother chose a refund and was refunded within 30 days my mother and I chose to rebook and they were extremely helpful and we ended up getting upgraded
I thought that they would do that they seem quite honest
My wife and I did not request a refund as we rebooked 2 Cruises in 2022. Our Consultant was very helpful and we received cabin upgrades to boot.
can we change our booking from Bali to australia
Do you serve 'Halal' or Vegetarian diet on board?
Sorry, I am only a passenger. I don't know if you can get halal, but you can definitely get vegetarian.
HI Rohana, thanks for your question. We are not a cruise line but we can match you with the right cruise line to meet your needs. Feel free to give us a call on 1800 121 187. It is certainly possible for vegetarian and just need to check which cruise line can do Halal.
Much thanks Anna
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