He obviously hasn't done the travel agent seminar where you learn that just because one cabin is the same size as another, doesn't mean it's the same category. Deck number, position on deck (mid ship, aft, etc), view (might be obstructed by lifeboats) all go into determining what category a cabin is. So when they were given a new one to go and look at and rejected it purely because it was the same size, it probably was a higher category. Better deck, better position, better outlook etc. But don't worry he's not going to let it lie. Credit card chargeback incoming!