StarVista Live review: Refund not offered even upon death

I am submitting this complaint regarding StarVista LIVE and their refusal to provide a refund for a cruise reservation under circumstances that I believe constitute a reasonable and documented exception.

I canceled a cruise reservation made for my mother for a January sailing after she passed away in September. I provided the company with several months’ notice, proof of death, and all requested documentation. Despite this, StarVista LIVE has refused to refund any portion of the fare, citing a strict “non-refundable, non-transferable” policy.

I understand that cruise operators may set their own policies; however, it is my belief that the death of a passenger should reasonably qualify for an exception, especially when:
• The company was notified months in advance
• The sailing was fully booked and had a waitlist
• The vacant cabin was re-sold by the operator, meaning the company profited twice from the same stateroom

I attempted to resolve this matter directly with StarVista LIVE through multiple channels, including written appeals and requests for supervisor review. The company confirmed that it will not grant any exception under any circumstances, even one as extreme and unavoidable as the death of a booked passenger.

I respectfully request that you review this matter, as I believe StarVista LIVE’s practices are unfair, unethical, and potentially inconsistent with consumer protection standards for cruise operators.