We booked our Celebrity cuise on line via Cruise Gure web page and Celebrity cancelled our cruise in March It is now nine months later and we are still waiting for our refund. We have rung Cruise guru many many many times and get nowhere. Oh yes they answer the phones alright but you always get to speak to another person, we have spoken to so many different staff and been put on hold many times, and still do not get an answer as to when we will get our refund back. All we get back is, it's been expediated. We have been told our request has...been forwarded to the product manager called Terry been told this a couple to times also, and still no result. No one ever sends an email back to you to let you know what is going on, its terrible customer service. We are at the point of what to do next and it look like going through ACCC or one of the other legal avenues. Its a terrible service.
We wanted advice about cruises incorporating specific locations. Several options given instantly with sailing dates and prices. They asked what sort of cabin we wanted and gave options. Everything worked out as planned. We wouldn't hesitate to use them in future. Communications are very good. Agents always pleasant and friendly. As they certainly get customers from other countries perhaps they could make their communication more generic instead of Aussie focused.
It stupid how long furture to get back when another party
I have nothing but trouble I first got email saying That your refund when I arrange as cruise future cruise credit when rang up six maybe seven as people is stuffing us around then when finally got wat we wanted cruise guru put me in on stupid group booking and still waiting on it even know I had book the same time as another party who I was going with and they gotten there future cruise credit was able to used to pay for the disposit and I have
Greedy Cruise Guru
Do not use cruise guru. If your cruise is cancelled by P&O, Cruise guru keep an admin fee even though your whole booking was done online..very greedy of them. While P&O refunded the whole amount, this selfish travel agent takes a cut. Absolutely disgusting
Friendly, efficient service
All phone communications were very pleasant and mission accomplished. The staff were all very friendly and helpful. Liz even rang Princess to clarify an issue for me. Well done ladies.
Thank you Katrina for your help
I was a very frequent cruiser, 4-5 times in the last 3 years.
Last year I convinced my sister & her husband to go on a Carnival cruise with me.
I booked through Cruise Guru website.
It was very easy, simple process.
But our happiness didn’t last long.
Firstly there was a Covid-19.
Then my husband got a very extensive stroke and got paralysed.
A few weeks later he got a massive heart attack, resulting in his sudden death.
I had no choice but to cancel our booking.
My sister didn’t want to go anymore without me so I had to cancel her booking as well since I organised and paid for her....
$110.00 admin fees
Cruise guru are keeping a $110.00 admin fee for all cruises - thanks cruise guru you have been holding my money since march - for something of not our doing - we get hit with a charge - now flight centre done the same -got caught out by the accc - now if you pass a flight centre shop - no one in there - people remember who do the right thing . - I have another cruise booked through qantas 2nd payment due november - will the same happen take our money (10 couples) - then cancell and keep $110 . - same companys , robert muir brisbane
They keep part of your deposit if cruise is cancelled!!
I booked a cruise through Cruise Guru approx 7 months prior to the cruise. P&O cancelled the cruise and refunded our deposit in full to Cruise Guru. Cruise Guru took 2 weeks to refund our deposit and kept 40% for our deposit after us booking our own cabin and booking online without any assistance from them. Book with the cruise line direct! Do not use an agent!
Hopefully 'Third Time Lucky'
After registering with another agent I checked with Cruise Guru, the very friendly agent came back to me very quickly with a lower price, a better positioned cabin and straight forward information about what to expect on the cruise with regard to OBC.
Just one little bit worried me, when I telephoned the company to pay a small portion by credit card, the person who answered sounded as though she was answering outside on public telephone a busy public road (all OK the payment went through).
All we can hope for is this time we will be third time lucky and manage to get to Petra.
Far too long for waiting for a refund and pricey cancellation cost
Waited over 4 months for a refund !!! then when eventually paid they had the cheek to charge $110 cancellation fee :-(
Not happy, we will never use this company again they are a rip off, will deal direct with the cruise companies from now on or a decent travel agency one that does not rip you off with cancellation fees.
This is the second time our cruise has been cancelled by Carnival Cruise Line due to Covid 19.
Both times Maxine has organised future cruise dates. She has been wonderful to deal with and couldn't have been more helpful. In general I found all the staff at Cruise Guru that I had spoken too very professional and more than happy to assist.
Waiting 20 weeks for refund
Cruise that was planned for June was cancelled in April. The cruise line refunded the money to cruise guru on 18th April - 20 weeks ago and they still have not refunded to me. When I have contacted I have been told they are now only refunding April cruises with no planned date for mine. This is ridiculous and their explanations for the delay really don’t seem to be a valid reason for the refund to take so long. They have even confirmed they received the money. So unhappy that I used Cruise Guru when I booked, would have already had my money if ...I booked direct. Also I note now they are planning to take admin fees but even in May they advertised that they would not take any fees out. Seeing as I should have received my refund before they changed their policy I had better get a full refund when it happens. I can see others who were to sail in August have been refunded as per comments in this site. Clearly shows cruise guru are choosing to refund in any order they like. Do not use them, no transparency.
Slow Refunds and Unreasonable Administration Fee
In mid-April, our Princess cruise was cancelled for July 2020. CruiseGuru was holding most of our money and only a deposit was held by Princess. It is now 20 weeks later and no refund has been provided. Additionally, CruiseGuru is charging an unreasonable $110pp administration fee, so $330 is reasonable for an online cruise booking? A similar administrative fee that was recently dropped by Flight Centre due to ACCC intervention. You'd expect that in paying this $110pp administration fee that CruiseGuru would have the resources and systems to quickly return funds, but this is not the case. If/when cruising returns, I will be avoiding this agency and suggest you do the same.
Still waiting for refund
Been waiting since April for my refund, told holland America has given them the money back ,still waiting though about a month now. My cruise was to be in June, how long can they keep my money for. Found them good in the past but this is going on for too long
Refund success at last!
Following two "one" star reviews on this site over the past three weeks, and contacting my bank to dispute the transaction.... I can now report that I have received my cruise refund. The money is safely in my bank account now. I am relieved and happy. Not sure why it took 16 weeks, given that Cruise Guru never sent Princess Cruises the final payment in June. The cruise was for a 29 August 2020 departure. I hope I never experience anything like this again. Good luck everyone x
Have booked quite a few cruises with Cruise Guru. Always found easy to deal with. Usually competitive prices but still look at cruise line direct to weigh up. 75% of time cheaper.
Having had to cancel a couple of cruises was disappointed in $110 pp admin fee charged.
Waiting 14 weeks for refund that was paid by P&O in early June 2020
Vague replies from Cruise Guru for refund of $3,800 for cruise impacted by COVID-19. P&O paid refund to them on 6 June 2020. Emailed thrice and received vague refund period.
- Verified customer
Really Disappointed in the Lack of Updates
Cruise was cancelled in early March 2020 due to COVID and I opted for a refund instead of the cruise credit. I have heard nothing since March 15th when I originally called them only auto generated emails. It is now mid August and still no refund. I called them last week and they said they are still waiting for funds from the cruise line and they would follow up. AGAIN I have heard nothing On how my follow up went. Now I read in these reviews they want to charge a $110 fee per person to process a refund. That is disgusting and they better not do...this as many other companies have waived fees like this. This is really bad service and I would consider not using them in the future. Update from Cruise Guru and this was the response: Thanks for your booking number. Carnival have had some major system changes that have unfortunately occurred on top of the coronavirus disruptions. These have added another layer of complexity and further delays to the refund process. Carnival are aware and sincerely apologetic for these additional delays. We are working with them closely to try and finalise your refund as soon as possible. Kind regards, Cruise Guru I have now asked them for a further update on what this means for a timeframe as it is getting beyond the joke now.
Questions & Answers
Why did some clients have the fees waived and others did not? Cruise Guru is a Qantas affiliate. Vote with your feet people and do not use companies who treat their clients like this. It is unfair.
I presume it depends on who deals with your refund ... its disgusting charging $110 a booking.
Lodge a complaint with the ACCC and your state Consumer Protection Agency.
Cruise GuruCruise Guru
Cancellation conditions vary subject to criteria including booked date, cancelled date, cruise line etc, which we understand does make it confusing.
Very disappointed that $330 in fees has been deducted for our cruise that’s was cancelled by Princess in April for a June sailing. Money returned to Cruise Guru from Princess in April and they had it in their account earning interest until September when I finally received my refund after following it up. If I had booked with Princess direct I would have received a full refund as they cancelled. It’s a shame Cruise Guru didn’t do what Flight Centre did for their clients i.e waiver fees after public backlash. Friends got $30,000 back for a Scenic Cruise with no penalties. I’m sure this company has received an enormous amount in fees if each passenger paid $110. I find it very excessive. Unfortunately I won’t be booking with Cruise Guru in the future.
Majority of agents tend to retain a portion of a 'Covid' cancelled booking. We booked with another agent for a cruise which included a flight to get to the port. Even though the agent had said that their fees would be waivered, we were still charged $100 admin fee each, plus $260 each for the fight we were supposed to take, which the agent said was deducted by the airline, if we had booked the flight ourselves (even though WE had to do our own research for the one we required) we would have received a full refund.
Apparently, even Flight Centre didn't fully refund everyone's booking, our son and daughter in law did not receive the full amount for their booking.
I cancelled my carnival cruise that was suppose to depart in July on the 5th of may called last week they have my money just waiting in the que for refunds I get that it would be a very busy time for them but seriously Im struggling at this point in time like many others that could just use there refunds to help them get through these times but the way this refund is going through cruise guru I'll be booking direct for any further cruises as someone else we were going with cancelled at the same time and got refunded within a few weeks hoping I will get my refund real soon :(
When I contacted them they said they were dealing with refunds for sailings due in may. When you contact them again they provide standard info - no update on progress of where they are up to. You wil just have to research options of where you can complain to... Bank, consumer affairs etc. Good luck
Rang again today completely different answer we are refunding when we can I'm going to try ring someone higher up tomorrow because I have no idea what's going on everyone is saying different things
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