Excellent customer support and resolution process
Gustavo from Toni G's Team is Amazing! Deep Investigation & Perfect Resolution I am updating a previous review to share a highly positive resolution regarding my experience with iCruise/Arrivia. While the situation initially involved a complex booking error and a major breakdown in communication regarding my membership points and credits, the company’s leadership has since stepped up and completely made things right. UPDATE & RESOLUTION: Before this resolution, I had spent weeks dealing with multiple people across different corporate channels who were ultimately unable to help me. The turning point came when Gustavo from Toni G's Customer Commitment Team reached out to handle my unique case. Once Gustavo and Toni stepped in, they were able to completely resolve everything within just 3 days. Gustavo was truly amazing. He didn't just give my file a quick glance; he did a massive, deep-dive investigation. He took the time to personally listen to ALL of the recorded phone calls, verified every single detail with other iCruise staff, and even spent hours on the phone speaking with Royal Caribbean to piece together exactly what went wrong. He fully understood every nuance of the situation. Because of his incredible thoroughness, Gustavo was able to resolve ALL of my issues, and we came to a highly fair outcome that works for everyone. I am deeply impressed with his dedication, speed, professionalism, and care. He went entirely above and beyond, taking hands-on corporate accountability to restore my account and my confidence in the company. Gustavo deserves all the flowers and recognition for his exceptional work. Thank you for doing the right thing!