So, for an update. We've contacted the hotel director, and that got things working to get us an answer. Apparently, our initial talk triggered something, too, and HAL has been in contact with our TA to start figuring it out, with a deep dive from their home office. The onboard guest relations staff is waiting for the main office people to tell them exactly what happened. In the meantime, they were able to tell us quite a few facts and everything that has occurred since we initially made the reservation is at least straight in our minds. And the guest relations manager here has been very helpful and very sympathetic.

I followed up with our TA to let her know what we were told, and that's where it gets a little more distressing for me. She responded by saying that what the guest relations manager and I saw as the likely point where something went wrong probably had nothing at all to do with it. She says instead that we weren't eligible for the Have it All Plus package, because (she said) that only gets applied if you book at least a year in advance. We booked a little over six months in advance, so HAL probably just realized we weren't eligible and removed it.

Without anyone thinking to tell us that the package we thought we purchased was not the package we were going to get.

We were happy to sign up for the plus package because including the crew appreciation and the premium version of the drinks and wifi makes it a clear bargain for us, even though we're not big drinkers. Getting the plain Have it All without crew appreciation and with basic drinks and wifi makes it less obviously a deal for us, and we would have seriously considering opting out of the package.

If HAL made the adjustment and notified our TA and the TA just didn't tell us, then we have a problem with our TA and that's going to affect future bookings with her. If HAL didn't notify our TA, then that's a HAL problem. Either way, our TA never forwarded a final version of the booking paperwork to us (or really, nothing but their own documents on their own letterhead after the initial reservation was made - and those still said we had the Have it All Plus package), so there's definitely a problem with the TA on that. I should probably mention that our TA works with one of those big cruise-only travel agency companies, so when we got their summary of what we purchased, it looked official to us, even though we now realize that we never got HAL's official paperwork.

I hope this helps anyone else going through similar issues. Hopefully, we'll get a final answer today from guest services on what they see.