I have used SS and never had a problem or reason to complain until now...... Updated 15 June : So it seems from lots of other glowing reviews, SS give great service if you're prepared to book another Cruise with them but not if you actually have a query or problem! Cruise booked with Seabourn, obviously cancelled, I waited to be contacted as instructed by the message customers get when they do try to call, nothing, no contact made, no email or call as it states on the website. It got to 10 days before the date we should have departed so I contacted them after I had read glowing reviews about how other customers had been helped with no problem and they were due to depart after my cruise. I eventually spoke to a Concierge and now have the Refund process in place but have to endure 90 days before I get my money back. Lesson learnt I should not have waited the 14 days and the whole process could have been started sooner. NOW ANOTHER PROBLEM! I have contacted SS several times regarding the Final Payment for another Cruise booked with them on Scenic Eclipse. The balance is due but I am not prepared to pay the 16K to find the Cruise cancelled and then have to wait another 90 days to get my money back. I eventually spoke to a Concierge again( Im not going to name) on the 9 June after I read on Scenics website that you can arrange a "Final Payment Extension", unfortunately she explained Scenic is not one of the Cruise Lines she deals with??? What is the point of managing to get to speak to someone after being on hold for a considerable time but who cannot actually help. She said she would email colleague and a contact at Scenic and would advise me by email...... Guess what another week goes by and I've heard nothing since. I am not prepared to lose my 4K Deposit. Please, please can someone just do what they say they are going to do or at least make contact. Not sure I would ever book with SS again....