Have booked several times with Cruise Guru...no dramas... helpful and responsive... only one matter that is unacceptable... online booking summary shows outline of costing including "2nd deposit" due date but doesn't tell you how much it is... don't assume it's the penalty cancel amount as shown...mine was twice that amount. More clarity is in order here.... there's no reason for the second deposit amount not to be shown online upon initial viewing... this amount is fixed depending on the total booking cost.... transparency please
New Zealand cruise Nov 2020
Yes i booked 3 cabins, needed to cancell one 60 days before Princess Cancelled this cruise, Cruise Guru still hit me with a Fee of $220 . Forgetting that everything else was done Proffesionally --re Maxine! ive now rebooked 2 more cabins for NZ cruise in Nov 2021.
Booking misunderstanding but resolved
After Covid 19 I called and cancelled our cruise which was going to Hawaii in April 2021 as I realised this was going to be pie in the sky. I was told I would loose the $20 deposit I had paid on my credit card. I had no problem with that. I was told they have no record of my cancellation. They were prepared to cancel the cruise portion but would hold back $25 per person plus all card fees. I was contacted by Katrina who very professionally and very understanding, went through their processes and agreed to waive the $25 fee. Great result and I am very happy in the way she handled it. She assured my my money would be refunded into my credit card within a few days. Thank you Cruise Guru
$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
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.
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
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.
Please return our refund thank you
We are still waiting on our refund from Cruise Guru, since end of May. Six of our friends got their refund eight and six weeks ago, from other travel agents. When I phoned the office beginning of June, I was told they had received our four booking payments fees from P&O and we would receive it soon, still waiting. 24/8/20. After many e-mails and calls. I do appreciate the ladies in the office who are Very Nice are Very busy, But honestly how long does it take, you have the money, please pay it back. We are pensioners. Stop wasting time, sending out future cruise, and more time spent on our refunds.
- Verified customer
I booked a cruise Carnival Splendor which I had to cancel in March for medical reasons just as the Covid problems were arising.
Cruise guru informed me that they had received the refund from Carnival on the 18th June but I have still not received the money despite numerous emails.
My experience with Cruise Guru initially was very good.
New To book with the Guru
Lovely lady Helene was very helpful, booked 2 cruises, had slight problem with email but all resolved after a couple of phone calls. She was patient and sold me what I asked for, checking availability etc.
Suggestion for clarity in booking
I have booked Cruise Guru a number of times before and found them quite good to deal with and prices are usually very competitive. However I do find it a bit confusing when looking at the costs of the cabin type chosen, you are given a choice of fares with indicators basically "deal 1" "deal 2" or "deal 3" but it does not spell out clearly what each deal offers. Why not just say "$2.00 deposit Free Drinks, No refunds" etc. Make life easier.
We booked on the Northern Explorer Cruise around Australia. There were no hidden extras and the experience of booking through this company took a bit of getting used to as they have different procedures to other companies. That is not a criticism but a reality in life all round now. These days the internet doesn't realistically give you an opportunity to build a rapport with one internet travel company and we are treated as just another number. The positive is that the costs are down but the negative is that you do not have a personal contact ...within the company. If you crave personal contact then go to a travel agency. There are some occasions I use the internet (straight forward trips) but others when I want that person to person contact particularly when there are many issues in the trip to dovetail. Person to person travel agencies can and do sometimes get it very wrong but that is a story for another time.
Dream trip to Alaska
My husband and I along with my Brother-in-law and Sister-in-law booked a trip to Alaska for May 2020. I booked over the phone and everything seemed fine but I am still waiting for my booking confirmation and tax invoice. Hannah said there was a technical issue sending it to my email but my sister-in-law received hers. I did receive her test email. But to date I am still waiting. Other than that everything was great.
Booking online was so easy with instant confirmation. The price of the cruise was fantastic, prices with other companies were so much more and they didn’t have instant confirmation. Very happy with the outcome so far.
The Advertising of the Specials Finishing 08 March Round Australia Cruise Sept 2020
The Advertising of the specials on the Sapphire Princess round Australia Cruise were not made very clear and could be seen as misleading as how the offers were given and what was allowed in the initial price when looking at the advert and then finding out the actual extra required to be paid out for the cruise when making the actual booking and then on the Webb site the cruise prices shown for the different cabins,then to be told that these prices did not reflect the specials (ie) Refundable deposit and the drinks package.
I am afraid off putting to me and a lot of would be intending cruisers
Good service at a busy time
I enquired online and then a few hours later rang as there was a just announced deal that really suited us.
Staff member got back to me promptly with a deal that was better than advertised and everything arranged very quickly.
Deck Plans Incorrect
No extra fees all went smoothly.
My only issue is I booked rooms that showed they were interconnecting rooms on their website and have since found out through Royal that these rooms have never been interconnecting rooms. Very disappointed with this outcome.
Booked a balcony cabin cruise aboard Voyager of the Seas (RCI) for February 2021. Although we have cruised with RCI on 3 occasions previously, it was significantly cheaper to book through Cruise Guru than directly through RCI
Wait & see
Only paid the minimum deposit at this stage, will have to wait & see how the whole process unfolds.
So far so good
Service would appear very good at this time
If all goes well will continue to use cruise guru
Great to talk to someone
It was good to talk to someone who is experienced and knowledgeable on cruising the carnival splendour. I felt no pressure and was happy with my selection. All info and prices were accurate. Thank you Guru!
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.
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.
No flights involved with us. Cruise only so can’t see why they had to charges $330 per booking, understandable if it was $110 per cabin.
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
Lol they don’t know what they are doing, when I called them today they said they were doing refunds for April sailings.
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