Business Profile

Cruises

Royal Caribbean Group

Headquarters

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Complaints

This profile includes complaints for Royal Caribbean Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,423 total complaints in the last 3 years.
423 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased $2000 in Royal Caribbean gift cards from Prezzee for an upcoming cruise in September. Upon calling Royal Caribbean I was told these were gift certificates and I would have to send an email to ************************************************ and send a copy of the gift cards. There isn't any way to call and they only reply you get is computer generated. I would like my $2000 applied or a refund issued as the details of this being a certificate or needing a deposit was not made clear at the time of purchase. My reservation number is *******.
Business Response
Date: 07/08/2025
Subject: Case #******** / Booking #*******

Dear Ms. ******************************** you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We have been in contact with Ms. ****** regarding her concerns, and we believe we have reached an amicable resolution.

Thank you for bringing this matter to our attention. After a thorough review, we consider it resolved.
Sincerely,

****** **********
Royal Guest Experience Management
Customer Answer
Date: 07/08/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:06/28/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a cruise through a travel agency, and booked with a non refundable deposit. I now am facing significant financial hardship due to a family health emergency and cannot have my family attend based on these circumstances. I absolutely understand that I picked a non refundable option, however I am asking for a refund of my $400 based on the severity of the situation. I am asking for ***** and customer service.
Business Response
Date: 07/01/2025
Subject: Herrick – Case: 23531698 / Booking #3777117

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond and address this matter.

Our records indicate that the Herrick party is booked on a cruise scheduled to depart on January 12, 2026, aboard the Utopia of the Seas. The reservation is under the agency Marvelous Mouse Travels.

Please be advised that Royal Caribbean International maintains contractual agreements with our partner travel agencies. These contracts specify that we are unable to release detailed reservation information or make changes—except in very minor cases—without the explicit consent and involvement of the agency.

As the travel partner acts as the liaison for guests, we kindly request that Ms. Herrick contact her travel agency directly at 1-704-746-1924 to discuss her reservation details and explore her options, including any cancellations or modifications.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

Martha Filgueiras
Royal Guest Experience Management
Customer Answer
Date: 07/01/2025

Complaint: 23531698

I am rejecting this response because: my travel agent has informed me that she is in contact with Royal Caribbean but is UNABLE to issue the refund as the assets are with Royal Caribbean. On my invoice for the deposit, it states the charge was from Royal Caribbean so you would need to refund it.
Please note - I spoke with RC customer service on Saturday 6/29 and asked for a manager to call me to discuss, as of 7/1 I have not heard back.

Sincerely,

Kelly Herrick
Business Response
Date: 07/02/2025
Subject: Herrick – Case: 23531698 / Booking #3777117

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

We sincerely apologize that this situation remains a concern to Ms. Herrick. However, please be advised that our decision will not be amended. As previously stated, since the guest booked through a travel agent, all communications, including any requests for modifications, refunds, or cancellations, must be managed directly through the travel agency.

Royal Caribbean International maintains contractual agreements with our partner travel agencies, which explicitly specify that we are unable to release detailed reservation information or make changes—except in very limited circumstances—without the explicit consent and involvement of the agency.

We appreciate your understanding in this matter. Should you have any further questions or require additional assistance, please contact your travel agent directly.
Thank you for
bringing this matter to our attention. We have thoroughly reviewed this
complaint and consider it resolved.

Sincerely,

Royal Guest Experience Management
Customer Answer
Date: 07/02/2025

Complaint: 23531698

I will absolutely NOT be accepting this response until this matter is resolved. I will not be accepting a response until Royal Caribbean refunds my $400. Whether you need to talk to me directly about this or talk to my travel agent about this is up to you.
I need a phone call from a member of leadership from Royal Caribbean

Sincerely,

Kelly Herrick
Initial Complaint
Date:06/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have made the real reservation # ******* with Royal Caribbean Cruises with the party of 4 and total amount $1632.76 including travel protection and paid $400 deposit. On 6/27/2027, Price has been changed for the same number party and place and date; and I requested Royal team to reprice based on the question - **************************************************************************************************** if beyond 48 hours and before final payment. I was declined to reprice with $1225. There is a $407.76 big price difference. I also tried to demonstrate them by temporary hold reservation under different reservation # ****** to compare that against reservation # ******* but offer was declined. Looking forward resolution to provide me refund of $407.76 based on the **** Please ensure that real reservation # ******* should not be cancelled by Royal Caribbean Cruises due to this complaint.
Business Response
Date: 07/01/2025
Subject: Patel
Case: 23528006 – Booking #2651236

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond and address this matter.

We have been in contact with Mr. Patel regarding his concerns and believe we have reached an amicable resolution.

Thank you for bringing this to our attention. After a thorough review, we consider this matter resolved.

Sincerely,

Martha Filgueiras
Royal Guest Experience Management

Customer Answer
Date: 07/01/2025
Good morning,
I continuously made an effort to escalate internally with Royal and got luck connecting with correct person.
Please consider this as resolved by:
Ardian Dragaj
Executive Office
Royal Caribbean International
No additional follow-up is needed.
Thanks,
Mukesh Patel
Initial Complaint
Date:06/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I traveled on Royal Caribbeans Utopia of the Seas from August 1216, 2024, in cabin 7102 (Reservation #*******). I was told by multiple staff members that my large cabin window facing the helipad had a tint and was not visible from the outside. For the entire trip, I left the blinds open, changed clothes, and slept without privacy believing I could not be seen.On the last day, a crew member waved back at me after I waved from inside, confirming he could see into the cabin. This caused me extreme anxiety, embarrassment, and emotional distress. I trusted the staffs reassurance and now feel that I was exposed and possibly watched during private moments. I reported this directly to Royal Caribbean and received a reply from their **************** offering only a 40% future cruise certificate which does not match the seriousness of what happened.I am asking for further and fair compensation such as a full refund, higher-value future cruise credit, or an offer that reflects the violation of privacy and for the emotional harm and breach of trust I experienced onboard. A stronger gesture than a partial discount would be appropriate.
Business Response
Date: 06/26/2025
Subject: ********** ** 9270957
Case: 23499723
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

We thank the guest for sharing the detailed account regarding the recent voyage aboard Royal Caribbeans Utopia of the Seas. We sincerely apologize for any distress to the guest.
However, according to our records, this matter was not reported onboard. In spite of this the guest was offered a 40% Future Cruise Credit with a 2-year expiration date. Unfortunately, the guest declined the offer. We are unable to offer any additional compensation.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Royal Guest Experience Management

Customer Answer
Date: 06/26/2025
Im extremely disappointed by Royal Caribbeans response and their claim that this matter was not reported onboard. That is absolutely false. I personally went to ************** during the cruise and shared my concerns, and now to be told that my experience was essentially ignored or erased is hurtful and insulting. I still think about this incident till this day.
I trusted that by speaking to someone on the ship, it would be taken seriously. Instead, I feel dismissed and gaslit. This was not just a minor inconvenience it deeply affected my vacation experience, and now Im being told there's nothing else theyre willing to do? I also never declined the 40% offer.
If this is the level of accountability Royal Caribbean stands by, I am now considering seeking legal representation to pursue this further. I did not want it to come to this, but I refuse to be brushed off or treated like my voice doesnt matter. This response does not resolve the issue for me.
Customer Answer
Date: 06/26/2025

Complaint: 23499723

Im extremely disappointed by Royal Caribbeans response and their claim that this matter was not reported onboard. That is absolutely false. I personally went to ************** during the cruise and shared my concerns, and now to be told that my experience was essentially ignored or erased is hurtful and insulting. I still think about this incident till this day.
I trusted that by speaking to someone on the ship, it would be taken seriously. Instead, I feel dismissed and gaslit. This was not just a minor inconvenience it deeply affected my vacation experience, and now Im being told there's nothing else theyre willing to do? I also never declined the 40% offer.

If this is the level of accountability Royal Caribbean stands by, I am now considering seeking legal representation to pursue this further. I did not want it to come to this, but I refuse to be brushed off or treated like my voice doesnt matter. This response does not resolve the issue for me.

Sincerely,

***** **********
Business Response
Date: 06/27/2025
Subject: Richardson
Case: 23499723

Booking #*******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

We regret that this issue remains a concern for the guest. After a thorough review, our decision remains unchanged. We have carefully addressed all of the guests concerns and consider the matter resolved. We believe we have provided a fair and reasonable level of compensation, which the guest has chosen to decline.

We sincerely apologize if this experience has affected your perception of our company, and we regret any disappointment or distress this final response may cause.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

Royal Guest Experience Management
Initial Complaint
Date:06/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked two staterooms for a family trip on Utopia of the Seas (Aug 1115, 2025) via **************************************************:#******* ($3,294.72, Ocean Balcony #*****);#******* ($2,777.36, Ocean Balcony #*****).On June 14, 2025, I noticed a price change and called customer service to explore upgrading both rooms from aft to mid-ship: one room cheaper (#***** ? #*****), one more expensive (#***** ? #*****). The ***** confirmed the upgrade would cost $461.30 for one room immediately and refund $355.40 for the other in 4 business days. I told her I would call back once I made a decision.On June 18, I called back to proceed and had a disturbingly poor customer service experience:- The new ***** was unfamiliar with the upgrade process and repeatedly put me on hold.- She quoted a $1,000 upgrade fee for #***** ? #*****, despite the online price still showed a $461.30 difference. When I read her the price from my screen, she just accepted it without checking, which was highly concerning.- She agreed to apply the $50 email coupon from my original booking (visible on the receipts) but never did.- She then refused to process the refund on the cheaper room, contradicting what the previous ***** had told me.- When I asked to speak with her supervisor, she told me I must first pay $461.30 before escalating. I confirmed multiple times, and she insisted this was required to speak to her supervisor, which is not only unprofessional but coercive. - I later found out she had already changed one of the rooms without my consent and had to reverse it. Proposed Resolution: I request a free upgrade to the mid-ship rooms #***** and #*****, honoring the original quote by the first ***** (~+$105 total price difference) and the -$50 coupon per reservation from my original bookings. If these specific rooms are unavailable, I request onboard credit as compensation for this highly unsatisfactory customer service experience and policy inconsistency.
Business Response
Date: 06/25/2025
Subject: Liu BK 4950845/4873853
Case: 23489175
Thank you for forwarding a copy of the complaint filed
with your agency. We appreciate this opportunity to respond.

We appreciate the guest sharing the detailed feedback. We
sincerely apologize for the challenges they encountered during the recent
interaction with our customer service team and for the frustration caused.
However, we did review the recorded phone call. The guest
did agree when the agent asked if she would like the staterooms changed to
midship. Then later the guest advised that she did not want the staterooms
moved. So, the Customer Service Agent did place the guests back in the original
staterooms.
In addition, there was no information during the recorded
call where the Customer Service Agent agreed to hold any staterooms for the
guest. We apologize for any confusion regarding this matter.
There was also no agreement between the guest and the Customer
Service Agent regarding the processing of a $50.00 coupon. The guest did advise
the Agent that she received a coupon for $50.00 and asked if it could be
applied. The Customer Agent requested the codes for the coupon. However, the
guest did not respond or give any code to the Customer Service Agent so it
could be applied.
Unfortunately, we are unable to offer any free upgrades
for the staterooms. The guest was advised that we would be unable to offer any
refund on reservation 4950845 because it was already in final payment and there
would be an additional charge for reservation 4873853. The guest was not happy
with this information and asked that no changes be made.
Thank you for bringing this matter to our attention. We
have thoroughly reviewed this complaint and consider it resolved.

Royal Guest Experience Management

Customer Answer
Date: 06/25/2025

Complaint: 23489175

I am deeply disappointed with Royal Caribbean's response to my complaint, which failed to address the key issues I raised and instead attempts to shift responsibility onto me, the customer. I write this response to clarify the facts and highlight the serious concerns that remain unresolved.

1. Agent Required Payment to Escalate a Complaint:
After reviewing your recorded phone calls, you should have clearly heard that your agent repeatedly told me I must first pay $461.30 in order to speak with a supervisor. This coercive demand is not only unprofessional but also raises serious concerns about your customer service protocol. In your response, you completely ignored this. I request that you directly address this issue: Is there an official Royal Caribbean policy that a customer must pay a charge before being allowed to escalate a service issue to a supervisor?

2. Unexplained Price Inconsistencies and Lack of Transparency:
The second agent quoted an inexplicably inflated upgrade fee of ~$1,000. She accepted the lower price I read from your official website without checking, which further erodes confidence in your pricing integrity. You did not address this critical issue in your response. Why was there such a drastic, unsubstantiated change in the quoted upgrade fee?

3. Acknowledgment Without Accountability:
You acknowledge the first agent offered an upgrade involving both a charge and a refund. However, your claim that no room was held for that. Therefore, the upgrade will only involve a charge, not a refund. Can you provide any record of your agent clearly stating that holding the room was an option for such an upgrade to me, the customer? Additionally, there was no meaningful price change between my first and second calls, a fact you can verify in your database.

4. $50 Coupon Misrepresentation:
You also allege that I did not provide the $50 coupon code. In fact, I did reference the coupon that was applied to my original booking (and clearly listed on my invoice). The agent acknowledged this and stated she would apply it, but she never did or asked me again when she calculated the price difference. If agents require a specific code, they should clearly ask for it and offer guidance.

5. Resolution Request (Again):
Given the serious service failures, internal miscommunication, and contradictory information I received, I respectfully renew my original request:
If the mid-ship rooms (both #14666 and #14668) are still available, I request the upgrade with the same price adjustment as the first agent quoted.
If the upgrade is not available, I request onboard credit as compensation for the unprofessional service, policy inconsistency, and lack of accountability I encountered.

Thank you for your attention to this matter. I remain hopeful that this matter can be resolved fairly and professionally.

Sincerely,

Jie Liu
Business Response
Date: 06/27/2025
Subject: Liu
BK 4950845/4873853
Case: 23489175

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We regret that this matter continues to be of concern to Ms. Liu. However, after a comprehensive review and investigation, our decision remains final. We have addressed all of your concerns and consider this issue resolved.

We apologize for any confusion or misunderstanding regarding this matter.

Thank you for
bringing this matter to our attention. We have thoroughly reviewed this
complaint and consider it resolved.

Sincerely,

Royal Guest Experience Management

Customer Answer
Date: 06/27/2025

Complaint: 23489175

I am rejecting this response because the business failed to address the main issues, especially the requirement to pay before escalation and the inflated, unexplained pricing. Though the business acknowledged the call recordings, they placed the burden of error on the customer and provided no meaningful resolution.

Sincerely,

Jie Liu
Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a cruise for April 2026. I called to cancel. The supervisor was so rude, I was quite shocked. When asked why were cancelling I told them two in our party are losing our job, company closing, losing health insurance etc. though this is true, I didnt want to reveal a new diagnosis of ALS. Really no ones business! Top that with no insurance, I couldnt justify the money in this situation. They refused to refund me. I had booked 2 large balcony rooms. This is 300 days away. I am more than certain those rooms will be rebooked! The treatment was apprehensive! I am disgusted! $1250 lost, and a life will probably be taken by cruise time. Disgusting practices!
Business Response
Date: 06/22/2025
Subject: Frongillo
Case: 23483609
Thank you for forwarding a copy of the complaint filed
with your agency. We appreciate this opportunity to respond.

We require reservation numbers, ship, and sail date. We need
this information in order to research and assist further.
Thank you for bringing this matter to our attention. We
await further information.
Sincerely,

Royal Guest Experience Management
Customer Answer
Date: 06/23/2025
as requested, I am providing the information Royal Caribbean seeks.
Reservation numbers 6357968 & 8070407. Symphony of the Seas with a sailing date of April 12, 2026.

thank you Beth
Customer Answer
Date: 06/23/2025
As requested,

Our sailing date was April 12, 2026
Symphony of the Seas
Reservation number 6357968 & 8070407.
Beth Frongillo, Ernest Frongillo, Arianna Frongillo, Nicholas Wight & Ashley Wight
Customer Answer
Date: 06/23/2025

Complaint: 23483609

As requested,

Our sailing date was April 12, 2026

Symphony of the Seas

Reservation number 6357968 & 8070407.

Beth Frongillo, Ernest Frongillo, Arianna Frongillo, Nicholas Wight & Ashley Wight
Business Response
Date: 06/24/2025
Subject: Frongillo
Case: 23483609 – Bookings 6357968 & 8070407

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We sincerely apologize for any inconvenience caused to Ms. Frongillo, and we regret if any rudeness was perceived from our agent. Please be assured that our team is committed to providing excellent service, and this incident will be reported to our management for review and appropriate action.

After a thorough review, our records confirm that the booking was made under a non-refundable deposit. The invoice provided to the guest clearly indicates this.

Despite this, our decision regarding this matter will remain unchanged. We have fully addressed all concerns raised and consider this case resolved.

Sincerely,

Martha Filgueiras
Royal Guest Experience Management

Customer Answer
Date: 06/24/2025
They mention the receipt explains its non-refundable. The receipt comes AFTER payment is made. I think this is terrible wrong and I hope with the stress they have caused, the terrible customer service... something is done. This is something I never expected to be dealing with. I truly am shocked at the lack of concern and terrible treatment from such a major company.. . Just floored. BBB please advise what steps I can take. I cannot just sit back and let a company like this take $1250 of my money. If I thought for one minute those rooms wouldn't get rented I would end this. However, 2 balcony rooms that are not even sailing for another 300 days..... they are not going to lose anything by providing my refund. It's very upsetting
Customer Answer
Date: 06/25/2025

Complaint: 23483609

They mention the receipt explains its non-refundable. The receipt comes AFTER payment is made. I think this is terrible wrong and I hope with the stress they have caused, the terrible customer service... something is done. This is something I never expected to be dealing with. I truly am shocked at the lack of concern and terrible treatment from such a major company.. . Just floored. BBB please advise what steps I can take. I cannot just sit back and let a company like this take $1250 of my money. If I thought for one minute those rooms wouldn't get rented I would end this. However, 2 balcony rooms that are not even sailing for another 300 days..... they are not going to lose anything by providing my refund. It's very upsetting

Sincerely,

Beth Frongillo
Customer Answer
Date: 06/25/2025
BBB please note. I also had purchase 3 drink packages. Two of them for soda etc, only 1 alcohol package. I was told those would be fully refunded but it would take 2-3 weeks. today I get refunded and not the full amount. I paid $586.32 for the alcohol package... I was only refunded $409, for the other 2.. I paid 222.88, but was refunded 177.32 for one and 222.88 for the other... clearly this company is nothing but a fraud. LIE AFTER LIE AFTER LIE... I want my money back!!! Why am I now payoing for drink packages when I promised a refund for those as well. I paid 1032.08 in total for drink packages.. yet only refunded 809.20. another loss on top of the $1250 of 222.88. this is outrageous
Business Response
Date: 06/26/2025
Subject: Frongillo BK 6357968/8070407
Case: 23483609
Thank you for forwarding a follow-up complaint filed
with your agency. We appreciate this opportunity to respond.
We want to extend our apologies for not meeting the guest
expectations and appreciate the time they have taken to share their honest
evaluation with us. All feedback is very important and helps identify our
opportunities for improvement.
Although we appreciate their tenacity, this will be our
final response regarding any refund for reservation 6357968 or 8070407 for the cruise
fare penalty amount held. These were both reserved with the Non-Refundable
Program therefore they are non-refundable.
In addition, according to our records for reservation 6357968
a refund in the amount of $222.88 USD was dispersed to MC ending in 3564 on
6/25/25. This was for a Refreshment Package for guest Ernest. Also, according
to our records, for reservation 8070407 a refund in the amount of $222.88 USD
was dispersed to MC 5269 on 6/24/25. This was for a Refreshment Package for
guest Ashley. Additionally, 2 refunds in the amount of ($409.00 USD + $177.32 USD)
=$586.32 USD were dispersed on 6/24/25 to MC 5269. This was for a Deluxe
Package for guest Nicholas. This is a total of $1032.08 USD.
Thank you for bringing this matter to our attention. We
have thoroughly reviewed this complaint and consider it resolved.

Royal Guest Experience Management

Customer Answer
Date: 06/26/2025
Let's be clear... the refund for the drink packages that I wrote about, was refunded today before emailing me this message.
BBB. Please advise what further steps I can take to rectify this. I find this appalling. and even if it will cost me even more money, it is now principal for myself and others. I will be contacting the attorney general as I feel legislation needs to change. This is so very wrong. but I wonder what else you would advise could be done to stop this insane practice.

thank you beth
Customer Answer
Date: 06/26/2025

Complaint: 23483609

I am rejecting this response because: I find it outrageous that this company gets away with this type of practice. Truly outrageous. You send a receipt AFTER payment and claim your covered on a non-refundable deposit. Disgusting.

Sincerely,

Beth Frongillo
Initial Complaint
Date:06/17/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Critical Service Failure #1: Crib DeliveryTimeline:1pm PSSTImmediate upon arrival: Called housekeeping requesting pre-booked crib45 minutes later: Follow up call1.5 hours later: Called guest services after housekeeping failed again2 hours later: Emphasized urgent need for exhausted baby; told that our attendant would deliver "when shift starts"3 hours total (3:50pm PSST): Crib finally delivered with no apology or explanationService Breakdown Analysis:Staff repeatedly claimed the crib was "being sent up right now" while knowing the attendant wouldn't start their shift until 4 PM. No one informed us of this critical limitation, nor did anyone authorize an alternative solution. When the crib finally arrived, the attendant provided no acknowledgment of the delay or impact on our family.Impact: Our infant daughter was denied essential sleep for four hours while we remained trapped in our stateroom waiting for promised delivery.Critical Service Failure #2: Diapers False AdvertisingRoyal Caribbean's Promise:Your own website explicitly states in "Family Cruising: There's Plenty to Go Around": "We have you covered" regarding diaper availability for families.Reality vs. Promise:Day 1: Told "all available diapers had been given out"Escalation attempt: Directed to Port Merchant shop, explicitly told diapers available after departureUpon departure: Port Merchant staff confused, confirmed they don't sell diapersNursery appeal: Obtained only 3 emergency diapersGuest Services resolution: After 45-minute wait, **** ****** provided size 2 diapers for our size 4 childFinal "solution": Told to use our vacation time at port to source diapersImpact: 2.5 days of crisis management, including:Infant in small diapers for 24+ hoursVacation time lost to emergency shopping in portsStress and inability to enjoy paid vacationRequesting compensation reflective of losing 20% of paid vacation to poor service, crisis management, and lost time on board and at port.
Business Response
Date: 06/23/2025
Subject: Yeager

Case: 23480786 – Booking # 162355

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We sincerely apologize for the delay in the delivery of the crib and diapers. It is never our intention to disappoint our guests. We strive to provide the best service possible, and we regret that this was not reflected in your experience. All comments have been noted and escalated to our management team for review.

Please be advised that moving forward, the cruise line no longer offers the sale of diapers onboard. Guests are encouraged to bring them with them on their sailing.

In appreciation of your feedback and in an effort to resolve your concerns, we would like to increase the future cruise credit to 20% of your cruise fare. The future cruise credit will be issued based on your cruise fare portion. Please see attached future Cruise Certificates.

When finalizing plans for your next cruise vacation, please contact us at 800-256-6649, in order to have the credit applied to your new reservation.

We, thank you for giving me this opportunity to address your concerns. We hope to welcome you back onboard one of our ships in the very near future.

Sincerely,

Martha Filgueiras
Royal Guest Experience Management

Customer Answer
Date: 06/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23480786, and find that this resolution is satisfactory to me.

Sincerely,

Erin Yeager
Initial Complaint
Date:06/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/22/2025, myself and a friend traveling with us were unjustly forced to quarantine following reporting bad food that caused one loose stool which was then resolved with *******. In the attached documents below, there is a full 10 page document that was originally sent to Royal Caribbean that describes in great detail what happened. We were denied any testing in lieu of isolation, told lies about procedures, told we'd receive certain amounts of compensation and then didn't upon returning home. We are seeking a minimum of $3,000 in a refund via check or $3,000 in onboard credit in which can be applied to beverage packages, specialty dining, shore excursions, and wifi packages for the April 5, 2026 cruise that we booked with the tiny portion of FCC received already (which was only a portion of what was promised when onboard). The reason for this amount is because, the port that we were forced to miss (Mykonos Greece) would cost us even beyond this to try to go back to. It wasn't about just missing this small portion of this cruise but it was a bucket list stop and now to try to go back to ******* ******, would cost even far more than $3,000. This caused emotional stress on us and has caused tears even to this day!
Business Response
Date: 06/17/2025
Subject: Overholser BK# 296608/9895810
Case: 23456657

Thank you for forwarding a copy of the complaint filed
with your agency. We appreciate this opportunity to respond.
We appreciate the guests providing detailed information
regarding their experience on the cruise, along with the attached documentation.
We acknowledge the description of the circumstances
surrounding the quarantine and the effects it had on their plans, especially
missing the port of Mykonos—a cherished destination for many travelers.
However, the health and safety of our guests is always our
top priority. We must follow the guidelines set forth by the Centers for
Disease Control and Prevention and United States Public Health Service. The
Medical Staff onboard the ship make the final decision regarding isolation.
In addition, according to our records Future Cruise Credits were processed for the guests. This is a goodwill
gesture and were given to all 4 guests (296608 & 9895810). We are unable to
offer any additional compensation regarding the isolation of the guests during
the sailing.
Thank you for bringing this matter to our attention. We
have thoroughly reviewed this complaint and consider it resolved.

Sincerely,
Royal Guest Experience Management
Customer Answer
Date: 06/19/2025

Complaint: 23456657

I am rejecting this response because: The business continues to lie and give false information to me (and now BBB) which is only exacerbating the stress and turmoil that this situation continues to cause. The CDC does NOT require quarantine based on the ONE symptom that we had nor does Royal Caribbeans' own policies. Copies of those are attached; it's literally in black and white...solid proof. How can the business continue to ignore literal proof of what they are saying to be a blatant lie!? The medical staff acted negligently and out of policy. Additionally, we were told that we would get two pieces of credit: one for the day we missed IN ADDITION TO the 15% for all four passengers. This was told to us by Luciana Trejo Valadez, Guest Services Manager on 5/25/2025.

Sincerely,

Naomi Overholser
Business Response
Date: 06/22/2025
Subject: Overholser BK# 296608/9895810
Case: 23456657

Thank you for forwarding a follow-up complaint filed with
your agency. We appreciate this opportunity to respond.
We sincerely regret that the guest experience has caused
such ongoing distress. However, as was advised previously, the Medical Staff
onboard the ship make the final decision regarding isolation.
In addition, we reviewed this case thoroughly, including
the statements made by our Guest Services Manager, Luciana Trejo Valadez,
regarding the compensation. The guest was unhappy with the 1-day Future
Cruise Credit for the guests isolated. Therefore, 15% of the cruise fare paid
was offered instead as this is a higher amount. This was also offered to all 4
guests. This was not in addition to the 1 day offered originally. We apologize
for any confusion.

Thank you for bringing this matter to our attention. We
have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

Royal Guest Experience Management
Customer Answer
Date: 06/23/2025

Complaint: 23456657

I am rejecting this response because: their Medical staff did NOT follow policy of RC or CDC, despite the rhetoric they keep saying. These blanketed, copy and pasted, responses are unacceptable. I have provided proof that there is no such policy, both with RC and CDC. Royal Caribbean is only giving words but is not providing any proof at all. If there is proof that the medical staff followed a policy, then they should provide a copy of it. I want answers to all these questions:
-Why isn't RC providing proof of policy they keep claiming that Medical followed?
-Where is the policy and how is it made known to passengers?
-Why were we refused testing?
-Where is a policy that doesn't allow testing when a passenger requests it?
-Why are proven communicable diseases in passengers not isolated while unproven suspicions are?
-If one temporary symptom requires isolation, why are passengers with coughs and snotty noses allowed to freely roam the ship (because those are symptoms of communicable diseases too)?
-If being contagious was the concern, why were our husbands allowed to freely roam the ship and disembark in port but we weren't (and you can't say "because they didn't show symptoms" because we weren't either by the time we were forced to go to Medical)?
-Where is the policy that states we are required to go to medical over one loose stool (because yes, we were FORCED to go despite already feeling fine before we left our rooms)?
Additionally, I do not believe them when they say that they gave us whatever was higher. Even when we went to the guest services desk to get the letters for the 15%, we were told that the other one was automatic so we'd receive that one via email 10-14 days after disembarking. Furthermore, the letter we received onboard stated we would have 2 years to use the future cruise credit yet, the email we got stated one year. This goes to show that their credibility isn't even good when things are in writing; Yet here we are, trying to get what we were promised or even something a little more for ruining someone's vacation without justification.
As a travel agent, I refuse to accept these lies and immoral handlings of this complaint and poor mistreatment onboard because I know that more can be done. RC gives cruises away to social media influencers just for some publicity but yet they want to argue over a few hundred dollars to try to right a wrongdoing on their part?
What is Royal willing to do to save a customer that has been loyal to them by only sailing with them 3 times in the last 15 months (since taking our very first cruise in March 2024)? Again, if this is not resolved in a satisfactory way, the cruise booked with the FCC will be our last with RC, I will never refer a client to RC, and I will continue to share my experience far and wide. Is righting this wrong worth the loss of thousands and thousands of dollars to Royal, the bad reviews, and added unresolved complaint here on BBB? Luciana agreed with us in our meeting that this wasn't handled well so please, for the love of God, do the right thing here!

Sincerely,

Naomi Overholser
Initial Complaint
Date:06/11/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Had a reservation on Jewel of the Seas to *******. On 06/03/25, received an email changing my itinerary to ****** and ******. I called explaining that back in January/February I had paid extra ($878 USD) for our original cruise to CocoCay because our voucher only cover $784 USD. The Royal ********* representative explained that they have the right to make changes. In order for me to change my cruise to Freedom of the Seas to CocoCay I had to pay an additional $402 USD. I tried explaining that this change should be of no charge to me since I had already book our flights ($1,200) from *** to ***************. This new cruise is leaving from ***** Cruise Port. This would be an additional expense for the shuttle service (about $150 USD) I tried telling them, that I had made all my reservation ahead of time, this change should not be on me. I feel appropriate to get refunded the addition $402 plus shuttle expense of $150 for a total of $552 USD.
Business Response
Date: 06/16/2025
Case: 23455514 – Booking # 6191227

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to address this matter.

Our records indicate that we have been in contact with Ms. Velasquez on June 11, 2025, regarding her concern. We believe we have reached an amicable resolution.

Thank you for bringing this to our attention. After a thorough review, we consider the matter resolved.

Sincerely,

Martha Filgueiras
Royal Guest Experience Management
Initial Complaint
Date:06/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,I am writing to file a formal complaint against Royal Caribbean concerning my recent cruise experience, which took place from May 31 to June 5, 2025, on a five-day cruise to *******. Two major issues severely impacted my overall satisfaction: a misrepresented shore excursion and uncredited loyalty points.1. Excursion Misrepresentation:I booked the lighthouse, ********** and Shopping excursion, which was advertised as a three-hour experience. In reality, the tour lasted barely an hour, and we spent **less than five minutes at several of the promised stops**, including the beach and shopping locations. The experience felt rushed, disorganized, and completely inconsistent with what was marketed and paid for. A value of $208.2. Uncredited Loyalty Points:I currently have over ****** *********************************************** Society points, which should amount to approximately $310 in onboard credit. These points were not applied to my most recent cruise, despite my efforts to confirm them weeks in advance through a phone call to Royal Caribbean. While on board, I spoke with a guest services mgrs named ***** **** who assured me the issue would be resolved. Unfortunately, it never was, and I left the ship without receiving the credit I was promised.These issues together have seriously damaged my confidence in Royal Caribbean's customer experience. I made every reasonable effort to address the problems in good faith, both prior to and during the cruise, only to be ignored and left disappointed. I am requesting full refund of $518 by check.If this matter is not resolved in a timely and satisfactory manner, I will have no choice but to escalate my concerns through other channels, including public travel forums and consumer protection platforms.Unhappily ****** ******* Booking *******
Business Response
Date: 06/16/2025
Subject: Case: ******** *******

Thank you for forwarding the complaint filed with your agency. We appreciate the opportunity to respond.

We would be happy to investigate this matter on behalf of Mr. ******** however, the information provided is insufficient for us to locate the reservation. The reservation number you supplied appears to be invalid.
Could you please provide the ship name and the sail date of the cruise in question? With these details, we will be able to locate the reservation and thoroughly research the matter.

Thank you for your assistance. We look forward to your response.

Sincerely,

Royal Guest Experience Management
Customer Answer
Date: 06/16/2025
Royal Caribbean
Ship Vision of the sea
********* to ************;
sail date May 31, 2025
reservation 3850265
Customer Answer
Date: 06/17/2025

Complaint: 23454448

Royal Caribbean
Ship Vision of the sea
********* to ************;
sail date May 31, 2025

reservation 3850265

Sincerely,

****** *******
Business Response
Date: 06/18/2025
Subject: Wallace
Case: ******** Booking # *******

Thank you for forwarding the complaint filed with your agency. We appreciate the opportunity to respond.

We regret that this situation remains a concern for Mr. ******** Our records show that the executive department has already reviewed and addressed the guests concerns directly. Based on their assessment, our decision remains unchanged.

Regarding the $300 onboard credit through the My Cruise Rewards program, the guest was advised that this credit cannot be applied to a past sailing. Our records also indicate that no service failure occurred. The date used for redemption was June 30, 2025, instead of May 31, 2025. The guest was informed that the redemption must be applied to an active or future qualifying booking, or the credit can be held until December 7, 2025.

We have thoroughly reviewed all points raised in your correspondence and consider this matter resolved.

Sincerely,

****** **********
Royal Guest Experience Management

Customer Answer
Date: 06/18/2025

Complaint: 23454448

I am rejecting this response because:
This is a blatant lie. I reached out to customer service prior to my trip. They confirm me that my royal Caribbean *************************************************************************** it would be credited to my account after I left once I left the ship and attempted to find out the status of my Royal Caribbean points. The system would not allow me to apply to apply them to a trip that I just completed. this is a scam. This is fraud and Royal Caribbean and *****. Liberty should be ashamed as sales for perpetuating this.
Sincerely,

****** *******

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