ComplaintsforEntertainment Cruise Productions, LLC

• Initial Complaint

  01/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  -I booked this cruise a year and a half ago, with Entertainment Cruise Productions, thinking covid would be burnt out by now. -The cruise is set to leave in a month and 3 of the 3 ports are showing Level 4, do not travel & the CDC even says to not cruise regardless of vaccination status. -When I voiced my concern to the company, I received a very terse email stating my only option is to buy the insurance so that if I get sick, I can be evacuated but the only way I was getting a refund was to buy the insurance and get sick before the cruise. -So in order to not go on the cruise where I would most likely get sick, they want me to get sick prior, in order to get a refund through their insurance.

  Business response

  02/08/2022

  Thank you for your inquiry regarding ********* ********, who submitted a complaint to the BBB on January 30, 2022.
  
  We are disappointed Ms. ******** does not want to sail with us this February, and we are sorry she is displeased with the email communication from the company as we pride ourselves on providing all guests with a satisfying experience. 
  
  We hope Ms. ******** understands in this situation we cannot grant her the relief she is requesting. Our published cancellation policy clearly states that payments are non-refundable, and we strongly encourage our guests purchase travel insurance to provide coverage for medical, family or work-related issues that may prevent the guest from sailing (see policy copied below).
  
  In spite of that  no-refund policy, in an email sent August 21, 2021, we gave all guests including Ms. ******** the one-time option to obtain a refund in light of new requirements for participating in the cruise. As this requirement resulted in a change to our Terms & Conditions (including those in effect at the time Ms. ******** purchased her cabin), we offered all guests the opportunity to obtain a full refund between August 31, 2021 thorough 5pm CST on September 27, 2021. Ms. ******** chose not to obtain a refund. 
  
  By not choosing a refund, Ms. ******** agreed to abide by our Terms & Conditions, including the those set forth below. Her actions, and our terms & Conditions preclude Ms. ******** from receiving the relief requested.
  
  Respectfully submitted,
  
  Entertainment Cruise Productions
  
  Applicable Sections of Terms & Conditions
  
  Acceptance of the Terms and Conditions of Reservation Issued by Star Trek: The Cruise: Set forth below are the Terms and Conditions of Reservation issued by Star Trek: The Cruise and applies to each Guest on the cruise, as set forth by Star Trek: The Cruise. By completing a Reservation, Guest expressly agrees to be bound by and accepts these terms as stated below and as may be amended from time to time. Such modifications and amendments to have the same force and effect as those set forth below. Failure to accept Star Trek: The Cruise Terms and Conditions of Reservation in the time frame and manner determined by Star Trek: The Cruise entitles Star Trek: The Cruise to cancel Guest’s reservation without a refund.
  
  Non-Refundable Payments – Refund Events: Except as set forth in this section, all Stateroom Price and Port Charges, Taxes & Gratuities payments made to date or paid in the future are non-refundable. Payments are refundable only when a “Refund Event “ occurs, and when a guest elects to participate in that Refund Event program.  The following are considered Refund Events: when one of the following occur (“Refund Events”):
  * Royal Caribbean Group or Star Trek: The Cruise cancels or reschedules the cruise Guests may elect to continue their Reservation with the rescheduled cruise without any increase in Stateroom Price or Pass-Through Charges that were to have been available to them if this subject cruise had sailed.
  * If a Guest is prevented from travelling to the port of embarkation by governmental travel restrictions, through no fault of their own, a credit toward the 2023 sailing will be given if proper documentation is submitted with the request.
  
  Health Restrictions: Guest agrees to comply with any and all health restrictions imposed by Royal Caribbean Group, Star Trek: The Cruise, the Centers for Disease Control and Prevention or any other governmental agency or body with jurisdiction over this Cruise Program. Guest is responsible for providing any information requested and for clearing any pre-cruise health, safety or travel requirements or limitations, regardless of when issued or applied including, but not limited to, evidence of full vaccination with a vaccine that is fully approved or authorized for emergency use by the Food and Drug Administration or the World Health Organization, negative test results for COVID-19, testing performed in the Cruise Terminal prior to boarding, on the ship, in ports, or at any other time during the cruise. Denial of boarding due to failure to adhere to the above is not a Refund Event.
  

  Customer response

  02/08/2022

  Complaint: ********
  
  I am rejecting this response because:
  There was NEVER an email sent giving me the option to cancel. I am attaching the four emails I received in August. Not one says anything about the option to cancel.
  
  
  Sincerely,
  
  ********* ********

  Business response

  02/15/2022

  Please refer to the attachment for response to customer rejection and further documentation.  

  Customer response

  02/18/2022

  Complaint: ********
  
  I am rejecting this response because:
  I have never received nor read this  email until this day. I don't know where they get the information about being read, but it was not by me, I have every email ever sent for my cruise and had I received that email, I would have cancelled. 

  
  
  
  Sincerely,
  
  ********* ********

  Business response

  04/05/2022

  Thank you for the opportunity to respond to Ms. ********’s complaint.
  
  As background, Ms. ******** previously submitted a complaint with the Better Business Bureau in connection with her request to cancel her reservation and obtain a refund on one of our themed cruise sailings. Our responses to date have established Ms. ******** had an opportunity to cancel and obtain a refund (among other things) was sent twice, and read multiple times.  She did not avail herself of the opportunity,  and by choosing not to  Ms. ******** agreed to abide by our Terms & Conditions. Her actions, and our Terms & Conditions preclude Ms. ******** from receiving the relief requested.
  
  Notwithstanding, with respect to the current complaint, Ms. ******** has been repeatedly advised that she would be refunded a total of $450 under certain circumstances, of which $100 is scheduled to be refunded by check on or by April 8, 2022 and mailed to Ms. ********.
  
  The balance of $350 is the subject of a disputed payment initiated by Ms. ******** with PayPal on  March 9, 2022 for $350. The case is currently pending. Ms. ******** has been advised that at such time as she withdraws the dispute, we will refund her the balance of $350.   To date the dispute has not been withdrawn.
  
  We remain willing to refund the $350 but cannot do so until the dispute is resolved, as doing so could result in a double payment to Ms. ******** which is obviously unfair. As such time as the dispute is no longer active, and payment has not been made pursuant to the disputed charge, we will refund the money in the same manner the refund of $100 was made.
  
  Thank you for the opportunity to respond to this matter.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Me and my wife reserved a cruise for January 24 2022 We paid in full, but because of the CDC advised the cruise ship that it’s not recommended to sail so they cancel the cruise. We are trying to get our money back, but they are dragging this whole thing out. They said in order to get a “full refund” they will take 25% and only give us only 75% back. This is now a big company telling someone that make close to minimum wage they want to take and keep 2563, Now remember I didn’t cancel. The full cost was $10,250.00 they would keep $2,563.00 and only give us back $7,689.00 They also wanted to pay us back in installments over 9 months, for a complete refund. I want to emphasize the cruise did not sail and was officially cancelled by them not me. I purchased insurance they was quick to tell me if it was purchased within certain amount of days ask for a refund. I did it because they led me to believe that the date they gave me to have an answer for how I and when I will receive my refund that I will get it. Now I can’t file a claim with the trip insurance. I really need my money now that they received from me. Waiting 9 months you will be still in business but I’m only a minimum wage person that was looking forward to this trip. Now you don’t want to give me my money all at once. I save and work very hard to make this trip because I am a musician. Please Please don’t do this to me I charge this to a credit card that collecting interest as we speak because I wanted to be there. I really filled really bad to try to explain this to my wife.

  Business response

  01/31/2022

  Mr. ******* has correctly stated that The Smooth Jazz Cruise ’22 “Back to Sea”, a cruise that he has a paid in full reservation, was cancelled on January 4, 2022 in response to The Centers for Disease Control Level 4 warning that cruising was not safe for anyone regardless of their vaccination status.  The balance of Mr. ******* claims are inaccurate to various extents.
  
  Attached is The Smooth Jazz Cruise ’22 Refund Program that was issued on Friday, January 28, 2022.  The plan gives each guest three (3) options, each of which would result in the guest receiving 100% of the value of their payments for the cancelled cruise:
  
                  OPTION 1:  Guest may move his/her reservation to one of Jazz Cruises’ 23 Programs.  The full amount of what was paid for the ’22 sailing would be applied to that reservation.
                  OPTION 2:  100% Cash Refund payable in three (3) equal installments.
                  OPTION 3:  Guest may receive 80% of his/her payments immediately and retain a 20% credit towards any ’23 or ’24 sailing of Jazz Cruises.
  
  In its 22 year history, Jazz Cruises has never defaulted on any refund or other guest related payment and it is prepared to carry through whichever option any guest may choose.
  
  Thank you for your time,

  ******* ********
  Executive Director

  Customer response

  01/31/2022

  Complaint: ********
  
  I am rejecting this response because: I need my money now i pay it to you not for you to hold it until you get ready sometime by July 31st. This is what they want to do with me getting 100% cash back.

  OPTION 2: JAZZ CRUISES  REFUND PROGRAM
  
  If you prefer, you may elect to enter the Jazz Cruises Refund Program. Your Refund Amount will include all payments you made to Jazz Cruises for your Cruise Price, Pass-Through Charges and Cruise Essentials, if any. Jazz Cruises Refund Program offers two Payment Plans. 
   
  100% Cash Payment Plan. Guests electing this plan will receive their Refund Amount in accordance with the following schedule: One-third (1/3) processed immediately upon receipt of your completed Jazz Cruises Refund Program Entry Form (see link below). One-third (1/3) will be paid on April 30, 2022 and the final One-third (1/3) will be paid no later than July 31, 2022. 

   

  Please, this is not right for them to do this to me when they cancel. They did not show me when i book the cruise that they was going to hold my money and give out 1/3 now 1/3 April 30 and the last 1/3 in July. This is what i was told.

  Non-Refundable Payments – Refund Events: Except as set forth in this section, all Stateroom Price, Pass-Through Charge and other purchase payments made to date or paid in the future are non-refundable. Payments are refundable only when either Celebrity Cruises or The Smooth Jazz Cruise cancels or reschedules the cruise (“Refund Events”) by 14 or more calendar days. If so desired, eligible Guests will be included in the applicable Refund Event Refund Program which will outline the procedure and process for receiving a refund. Guests may otherwise elect to continue their reservation with the rescheduled cruise without any increase in Stateroom Price, Pass-Through Charges or other purchases that were to have been available to them if this subject cruise had sailed
  
  
  I believe they should have told us about these dates upfront not disclose it when they cancel. I need my money you don't need it. I will be calling the NBC News if you dont give me 100% back RIGHT AWAY.
  
  
  Sincerely,
  
  ***** *******

  Business response

  02/08/2022

  In response to the CDC’s December 30, 2021 issuance of a Level 4 warning, which indicated that sailing on a cruise ship was not advised for anyone regardless of their vaccination status, Jazz Cruises, on January 4, 2022 cancelled its sailings.  This was done to protect the safety of our 8000 guests and to avoid having guests choose between losing 100% of their cruise vacation payments or attending a cruise that very well might have been decidedly inferior to the product that we have produced for 20 years.
  
  Besides having the unfettered right to cancel their cruise and receive a full refund in March 2021, we have now presented a Refund Program that guarantees that each and every guest will realize full value of what they have paid.  The Refund Program offers three ways to make that happen:
  
  * Rebook Another Cruise.  Each guest may apply 100% of his/her payments towards a reservation on any of our ’23 programs.

  
  * 100% Cash Refund.  Each guest may execute a form that entitles them to a 100% cash refund paid in three (3) equal installments, the first of which to be paid after completion of the form and the final payment to be no later than July 31, 2022.

  
  * 80% Now/20% Cruise Credit.  The final choice is to receive 80% of their payments in cash after completion of the form and retain a cruise credit equal to 20% of the payments which may be used for any of our cruise programs in ’23 or ’24.
  
  Mr. ******* request of a 100% payment now is not one of the choices being offered and cannot be sustained at this time, as this offer would need to be offered to all 8000 guests to ensure fairness for all guests.

  Customer response

  02/08/2022

  Complaint: ********
  
  I am rejecting this response because:There is no reason why a Good standing Company can’t give there customers back 100% of their money back within 7 days. This is a way for them to keep my money alone with everyone else for some time to for them to pay themselves weekly payroll. Like if I don’t have thing to do with my money. So I suppose to not go on vacation with my money until you can afford to pay me back with no interest. This is not right I hope you repent because God doesn’t like what you doing with people and you know completely that you would be upset if this happened to you. Wrong Wrong Wrong
  
  
  
  Sincerely,
  
  ***** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩