We encountered several issues. I will list them below and would like a response/feedback.1.We were 1st time cruisers so being unfamiliar we booked through a travel agent. There were 3 adults in our room. I requested a full/king bed and pull-out sofa. Our travel agent confirmed she booked that room type and even had pictures of the room she was given. A week before departure I called RC cust service to ask some questions and I happened to ask to confirm our room had the sofa sleeper and was told it did not have sofa sleeper but pullman beds. Long story short, I was told by RC cust service there was nothing they could do because I booked through travel agent. Our agent also called on my behalf and was told "oh we made a mistake in giving you the wrong room information". I was told by the cust service agent I would be given a $50 on board credit (keep this in mind for next complaint).2) My travel agent also applied a $50 onboard credit for being a first time RC customer that had NOTHING to do with the room issue so that would have been a total of $100 in onboard credit ($50 from RC for room error I was promised and $50 for being a new customer). When I boarded I only had one of the $50 credits showing on my account. I went to cust service to explain that either my $50 credit from RC for the room error was missing or my $50 new customer credit was missing but that I was to have $100 total. The attendant helping me was extremely nice but did not speak American English and did not understand what I was trying to explain and kept saying the $50 had been applied and didn't understand I was still missing $50. He wouldn't get anyone else to help him. He did look back at my account and saw the phone conversation between myself and the RC supervisor the week before we departed (around 11/24) and it was documented I was to have an onboard credit but there was no $ amount specified. The bottom line is the $50 I did get was from my booking and I was owed the $50 by RC for the room error which I never received. My agent tried to help me but wasn't able to since the sailing had already started. I am all for equal employment opportunity but at least have a few onboard that can speak American English!3)For months I had been watching the prices on the app for the soda packages and excursions so that I could purchase them at the lowest possible prices. On 11/27 they were still available for purchase however I did not have time to do it that day. At 8am the next morning 11/28 (48hrs before departure) all add ons such as drink packages and excursions were closed and I was not able to purchase. There was not any indication on the app that the window to purchase would close 48hrs prior to sailing. My agent said it had always been open to purchase up to 24hrs before departure. She again called RC and was told it recently changed to 48hrs and when asked how customers would know that was told "we're not sure because we don't send out notices". Again, just more money that I lost. 4)We were not impressed at all with the food overall. Not much flavor and if you are going to do themed nights make sure to have a section for those who would like regular food such as chicken, ham, etc. There were no toppings for hot dogs besides mustard, ketchup, relish, and sauerkraut. Most people like chili, onions and slaw.5)The morning of departure we went to the Windjammer for breakfast and took our refillable Coke cups. After the attendant at the first drink station took our cups he told us the coke machine was down and to go to the one across the cafe. I could see the drink machine was wrapped in plastic. So, we go across to the other one and again after taking our cups the attendant decided that machine was down also...and was wrapped in plastic. They were both working perfectly the night before at our late dinner so I highly doubt it was coincidence they were both broken the next morning of departure.Overall as first time cruisers we were NOT impressed with RC and their lack of customer service when it comes to making their mistakes right. RC caused me to lose a $50 onboard credit as well as about another $50 due to not knowing I wouldn't be able to purchase the drink packages past 48hrs before boarding. I work very hard for my money and there are way too many cruise lines to choose from with better customer service to ensure I would be taken care of and not lose my money. I will book another cruise but I highly doubt it will be through RC.
