To start, my wife and I have cruised with them 5 times over the last 3 years. 4 of those times in the Yacht Club. The first cruise...amazing. The other times were good, not great. This time...and most expensive cruise (over 7k for 7 days) has been a nightmare and we dont even leave until June! As part of this cruise, I paid for two excursions totaling $825. The first time we booked on the site, the transaction failed meaning spinning wheel on laptop. Tried again, same thing. Oh well, I will try another day I thought. To my surprise, I was immediately billed for BOTH times for a total of $1650 out of my account in minutes! I called customer service and was assured the excursions would show up in a day and I would be refunded one of the charges within 3-5 business days. OK, that didn't happen. Called back again. Got the excursions added to my cruise but another 3-5 business days. Again that didn't happen. I called my bank and disputed the second charge as a duplicate. The bank credited me while they investigated. Great now I have my excursions added and $825 back. All is great! Nope. Yesterday, Feb 26th I got a cancellation email for all my excursions. What? Why? On the phone again. Customer service (Tina) no help. Ask for supervisor. After 10 minutes he comes on already with arrogance. I explain the situation and my resolve (simply add the excursions back)... that's not our policy I was told. Ok what is the policy? We will refund the entire amount (1650) and cancel all excursions and you must rebook again. I simply asked a few questions. "What policy is that and can I get a copy of it?" Second question "How long does it take to get refunded?" The manager couldn't cite the policy nor can I get it in writing and the refund is 1-2 cycles. Follow-up question "How long is a cycle?" 30 days. I would have to wait 60 calendar days for a refund?! You took it out in minutes, you should be able to put it back just as fast. I was irate. I said, "I am a repeat customer spending 7k with you guys and have two other couples traveling with us." Needless to say, I am out now $825 to date and no excursions. Why? So they can gain interest on my money. Free money for them the longer that they hold your money. Thats how they're making additional revenue. If I didnt have other couples, I would cancel on the spot. I will never again be treated the way I was as a loyal customer and GOLD Voyagers member. That manager should be terminated. So over $825 they will lose tens of thousands in future cruises. Well played MSC. Hope it was worth treating your customers like garbage. Please review the recording of the manger and his dialogue if MSC even reads this. Happy to elaborate.