Edward Goodman · Feb 5, 2026 · 5:31 PM
Outbound · 07:58 · Planner: Lauren Riesenberger · +13015185426
“This is bullshit...the entire spa area will be out, people are furious. I need my money back or a different ship.”
Call Edward back within 24 hours with a confirmed statement from Regent about the spa/wellness closure scope and the specific options available (refund, future cruise credit amount, or alternative ship on same dates). If refund or full credit is not possible, present alternative Explorer sailing dates or other Regent voyages within his March timeframe.
Full analysis
What happened
Edward called to complain about his upcoming Explorer cruise booking. He had just returned from a positive Regent cruise in South America and received communication from Regent about construction on the Explorer ship. His initial understanding was that only the infinity pool on deck five would be closed, but after reading Cruise Critic posts and calling Regent twice, he learned the entire spa and wellness area—a major section of the ship—would be shut down for construction. He felt deceived by Regent's incomplete disclosure and the inadequate $900 onboard credit offered as compensation. Edward stated he cannot reschedule due to his wife's Canyon Ranch trip in March and inflexible dates; he needs either a full refund or transferable future cruise credit. The agent (Lauren) acknowledged his concerns, took notes, and committed to escalating to Regent contacts (Michael/Jonathan) for clarification and to call him back with a resolution path. By call's end, Edward had calmed slightly after the agent's commitment, though remained resolute that he would not sail on the Explorer as currently planned.
Emotional read
Edward started the call highly frustrated and angry, using profanity and venting extensively about feeling misled by Regent's communication. He self-identified as a 'Winer' and apologized mid-call for 'bitching,' showing some self-awareness and deference toward the agent despite his upset. By call's end, after the agent committed to escalating and calling back, his emotional temperature dropped noticeably—he became more conversational, shared positive memories of his recent Regent cruise, and ended almost cordially, though still resigned and disappointed about the Explorer booking.
Emotional arc through the call
Started very angry and profane, escalated through detailed venting, then softened noticeably after agent committed to escalation; by call's end, Edward was more relaxed and even conversational, though still resigned about the Explorer booking.
How customer sees Pavlus
- neutral · customer acknowledged 'this is not you' when venting frustration, differentiating agent from the broader situation
- positive · customer thanked agent and said 'that's terrific' when agent committed to escalating and calling back with clarification
Process friction
- customer had to call Regent directly twice to get accurate information about construction scope, suggesting Pavlus did not proactively clarify or communicate the full details
- customer sent email to agent last night with Regent's disclosure, but issue was not resolved or escalated before this outbound call
Value perception
Not explicitly stated. Edward did not comment on Pavlus's value relative to booking direct or using another agency. His complaint centered on Regent's disclosure and Pavlus's agent's ability to clarify and resolve.
Customer behaviors
venting frustration and anger about misleading cruise line communicationconducting independent research on Cruise Critic and calling cruise line directly for verificationcomparing compensation offered ($900 credit) against the severity of ship closures to assess adequacysetting firm conditions for resolution (refund or future cruise credit)deferring decision pending spouse approval and schedule constraintsself-correcting and apologizing for emotional tone mid-call
Topics & signals
| Topics | ship construction and closuresspa and wellness area unavailabilityswimming pool closurecompensation and refundsfuture cruise credit optionstravel schedule constraintsprior positive Regent cruise experience |
|---|---|
| Destinations | South AmericaSan DiegoRioMiami |
| Cruise lines | RegentExplorer (Regent's Explorer ship) |
| Buying signals | expressed willingness to accept future cruise credit or refund as resolutionindicated interest in another cruise with Pavlus if scheduling permitsset firm deadline expecting response from Regent within a week |
| Objections | entire spa and wellness area will be closed for construction, not just one poolmisleading communication from Regent about scope of constructionunwilling to cruise with major ongoing construction on shipinflexible travel dates due to wife's Canyon Ranch commitment in Marchsuspicious of $900 onboard credit as inadequate compensationconcerned about relocated massage services to individual suites instead of spa |
Analyzed 2026-05-24 09:06:41 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (7,799 chars)
Agent (Lauren Riesenberger): Hey, Ed. How are you? Customer: Terrible, because I just got back from a great andar cruise on regent and I'm getting a kick in the seat from explorer. The most, the worst part about it is that they sent you the email. They sent me the email that I forward to you last night and it's from the president of the company saying that they're going to have one swimming pool on the back of the ship you've been, you, have you been on explorer? Agent (Lauren Riesenberger): Yeah. Agent (Lauren Riesenberger): Uh-huh. Agent (Lauren Riesenberger): I have it the only a pool is the infinity pool on deck five? That's gonna be closed, that's it. Customer: That's exactly, that's exactly what the letter says. However, I read on cruise credit that someone had been told by the travel agent, that the entire health club spa area. Massage area was being closed and there was major construction inside all the spot. So, to, so there, the spa area is going to be closed and the whole, you know, the whole wellness area. That's all going to be shut down for construction. And I called exploring journeys. And they confirm that. So, so the worst part is the letters there's construction going on all over the ship. Agent (Lauren Riesenberger): Mm-hmm. Customer: And the letter didn't even say that the letter just sounded like it's confined to the pool and I've spoken to two people exploring journeys who have said that the entire spot area will be, will be out of years and I've confirmed and that. And, and it's all over cruise critic, people are furious and I need my money back for the cruise and I'll give you, I need something from explorer durn week. I'm not going on accrued with, you know, construction. So, it is, it is, it is much more than that and I'm happy to write you a check to give you back the re. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): No. Customer: Or the commission but this is, this is bullshit. I'm, I know I'm a Winer I know I give you a hard time. But this and, and this isn't you of course, but this is just not right. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): No, you. Agent (Lauren Riesenberger): Mm-hmm okay, I what I will do is I will escalate to Michael, to Jonathan at explorer and get an actual, cause Chris critic isn't always accurate. I will get an accurate answer. Customer: Okay, alright, but, but I talked to two people add explorer from you know, from the Gene office, I've called the 800 number and both of them told me the entire spot area will be Ona. Agent (Lauren Riesenberger): Okay. Customer: Vail which means and, and the other thing is we're not shoppers they're given us $1,000 first of all I got suspicious when they're giving us well, $450 so they're giving us $900 included work credits make up for, if they were closing one little pool even though it's very desirable one at the bash you know, Thein the Bator. Ship would they be giving you $450 a person if for closing one pool no. So, I knew it had to be more than that and then when I spoke to and they said the spa area and when they said spa I thought, oh, you know, sometimes people use the word whirlpool for a spa. So maybe there's one whirlpool in addition to, but no that and then you look at their map on there on their deck plan and they call their whole. Agent (Lauren Riesenberger): Yeah. Agent (Lauren Riesenberger): Right. Customer: Area a spa, so that's being closed and, and, and you know, and what are we gonna do in $900 a credit, anyway, but I just don't, I hate construction and I, it's just, I don't want to go on that cruise. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): I'm just writing this down. Okay. Customer: So if they can give me future cruise credit or a refund, something has to happen. Agent (Lauren Riesenberger): Okay. No, no, no, you're nope, you're totally, I'm just writing notes here. Okay. I will look into this more and see, I, cause they're telling me that the spa will be open so we're just getting mixed information, I will go, you know, get a reputable answer. Let me see what I can find out from them and then I'll call you back. Don't, don't. Customer: Alright, I'm sorry, I'm bitching it. I'm biting at you. Thank you. Customer: Okay, well the other thing is send somebody put on cruise credit that they were told that the spot that the place to get, you know, if you need a massage, they're shutting off some of the suites and they're going to be doing the massages in the suite and that's not I want a nice world. I, it's just not gonna be right under any circumstances. I'm not, I'm not calling to. Agent (Lauren Riesenberger): Yeah, okay. Alright let me get clarification it. I totally, I totally get it. I totally get it. Okay let me get some clarification this is the first I'm hearing about it I will escalate this and then I will call you as soon as I hear back from somebody at explorer and see what we can do. Customer: Okay, that, that's terrific. I need to have a, a refund or a, or a different ship. I am, I'm not happy going on this and that's, you know, when I wrote you the email last night when I thought it was just the swimming pool. I thought well may dam being a little bit of a Winer but now that I see this is like. Agent (Lauren Riesenberger): Okay, yeah. Agent (Lauren Riesenberger): Yeah. Customer: Alright. I'll shut up, I'm a little bit. Still jet lag from my long flight home from San Diago. But but I'm looking forward to another cruise if we can do it but I don't know what, I think I, and this one's really an in a lot of tight stuff cause, cause Lynn's taken my daughters to a canyon ranch in March so we really can't go. So we're not very flexible. I really need, I can't just say, can you move me to explore to a Miami cruise or something because our dates are super sensitive. So I'm afraid that I really just need a cruise credit, that's good for a while or, or money back. So I'm just, I'm just telling you my position. Agent (Lauren Riesenberger): I know. Agent (Lauren Riesenberger): Okay. Agent (Lauren Riesenberger): Yeah, alright. Well, let me see what we can do. I made a note here we'll be in touch and I will, fingers crossed. Customer: Alright, I will go sitting my recliner and, and try and relay. Agent (Lauren Riesenberger): Right, or relax get a nap in. How was the, how was the rest of the regent? Amazing? Customer: It was, it was a really nice cruise. You know, Lyn my wife just like South America O-I I. Customer: And I like and we had a great few days in San Diago and we didn't do any of the tours the region to and the people who took the region tours, and they were terrible but we did a private tour and we just enjoy the heck out of that risk that they had a beautiful hotel. You know, I, last when I went on they had it in this bad hotel in Rio a year ago but region did a nice job, the writs in San Diego was gorgeous and it was 8385 degrees and, and actually where you live now you probably wish you were up in Syracuse compared pared to how bad the weather then where you are, right? Agent (Lauren Riesenberger): Nice. Agent (Lauren Riesenberger): Well, Charla got ten inches of snow on Saturday if they, the mother nature doesn't know what she's doing. Turned into ice and it's snowing now. So, yeah. It, I lost power for like 24 hours. But other than that it's yeah. I want to be in beautiful warm weather right now. For sure it's cold here. Yeah. Customer: Okay, alright. I'm gonna say tuned but I think I might be better off not in warm whether if I'm in a construction. So, thanks anyway, thanks much. Agent (Lauren Riesenberger): I, alright sir, I will get you an answer as soon as possible. Customer: Okay, bye-bye. Agent (Lauren Riesenberger): Alright, bye.