Complaints

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

close

Find a Location

Royal Caribbean Group has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Royal Caribbean Group

  1050 Caribbean Way Miami, FL 33132-2028

• 

  Royal Caribbean Group

  1007 North American Way Miami, FL 33132

• 

  Royal Caribbean International

  4729 S Palisade St Wichita, KS 67217-4925

• 

  Royal Caribbean Group

  14700 Caribbean Way Miramar, FL 33027-4161

• 

  Royal Caribbean

  815 Channelside Dr Tampa, FL 33602-4200

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:03/14/2025

  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.

  I had booked a cruise that was to take place from April 20 - April 27 and purchased the insurance that I was advised to do to protect myself from any mishaps only to find out that I am not entitled a refund because they chose to switch our ports to two very different ones than what was originally booked for. These ports are listed as a Level 4 and deemed unsafe by the *********************** and advised that no travel should taken to these locations. We chose to cancel due to safety concerns and after filing claims as we were advised to do but only to have them declined and now we are out the monies. There was no mention by the travel agent about if we cancelled that it had to be only if it was a death, called to jury duty, military deployment or unforeseen medical reason. What was the reasoning for the insurance, I believe we were scammed and dupped into purchasing something that doesn't protect you.

  Business Response

  Date: 03/20/2025

  Subject: Response to Case ******** Booking 2959461
  
  Thank you for forwarding the complaint filed with your agency. We appreciate the opportunity to address Ms. ******** concerns regarding her cancellation.
  
  We sincerely regret that this situation remains unresolved for Ms. ******* however, after a thorough review, we must uphold our original decision. We believe we have adequately addressed all concerns outlined in your correspondence and consider this matter resolved.
  
  Our records indicate that future cruise certificates were approved through the travel protection insurance provided by a third-party vendor. These certificates offer guests the opportunity to sail with us in the future. For detailed coverage information regarding travel insurance, please visit the following link: [Travel Insurance Coverage] (***********************************************************************). Please note that this vendor has complete control over their decisions, and we cannot intervene in their processes. Unfortunately, discussions regarding travel insurance cannot be altered, and we apologize for any inconvenience this may cause.
  
  We understand that itinerary changes can be disappointing for our guests. Unfortunately, there are instances when changes are unavoidable, and our brochures and cruise ticket contracts clearly state that we may alter a ships itinerary for various reasons. For further details about missed ports and itinerary changes, please refer to the following link: [Royal Caribbean Itinerary Changes] (*************************************************************************************************).
  
  Regarding our recent travel advisory for *****, please be assured that the safety and security of our guests are our top priorities. At *******, we enforce our own security measures and controlled access, allowing only Royal Caribbean employees and guests to enter. The civil unrest occurring in **************, located 128 miles south of our private destination, *******, does not pose an immediate threat to our guests. The journey from ************** to ******* would take over six and a half hours under less-than-ideal road conditions. We continue to closely monitor the situation in coordination with local authorities and our security team. Should there be any changes regarding our visits to *******, we will promptly inform any impacted guests and travel agents.
  
  We are very sorry to learn about Ms. ******** circumstances and sincerely hope that she will give us the opportunity to welcome her aboard in the future.
  
  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:03/13/2025

  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 was entitled to a refund of $706 from Royal Caribbean. However, rather than refunding the original payment method used for the booking, Royal Caribbean distributed the refund across three separate credit cards.The first card, which belongs to me, received $517.86. The second card, belonging to another individual in my direct booking/sailing, received $51.30. The third card, which belongs to someone entirely unrelated to my booking or sailingaside from being linked for the sole purpose of coordinating cruise plans such as check-in, dining, shore excursions, and show reservationsreceived $136.84.I contacted Royal Caribbean multiple times regarding this issue. On March 13, 2025, at 4:16 PM CST, I received a call from a representative at Royal Caribbeans corporate office *************). During the conversation, she stated that she would not argue with me and insisted that the cards in question had been used for our bookings, despite the fact that one of them was only used for a different reservation.Rather than refunding the full amount to the original payment method, Royal Caribbean unilaterally decided to distribute the refund across multiple cards without authorization.

  Business Response

  Date: 03/19/2025

  Subject: *********
  
  Case: ******** Booking *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
  
  We have reviewed the transactions related to the guest's reservation number #*******, and our records indicate the following payments and corresponding refunds:
  
  - Payments were made on credit card ending in 6090 for the amount of $517.86, with a refund of $517.86 back to the same card (xxxx6090).
  - Payments were made on credit card ending in 2673 for the amount of $136.84, with a refund of $136.84 back to the same card (xxxx2673).
  - Payments were made on credit card ending in 1140 for the amount of $51.30, with a refund of $51.30 back to the same card (xxxx1140).
  
  Furthermore, we have sent a separate invoice of the charges made on the cruise planner, which also indicates the amounts that were charged and the credit cards that were used. Our records show that the amounts and credit cards are accurate as per the information above.
  
  If the guest still has any concerns, please have them provide us with a copy of their bank statement showing the amount charged to the credit card ending in 6090. We will be happy to review the guest's concerns.
  
  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:03/11/2025

  Type:Order 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.

  Booked a cruise to go on our honeymoon. Money has been tight so could not afford to celebrate until now. Ran into an issue with husbands documentation only having a copy of is birth certificate from ****** and not the original. Sent request copy on time however they are backlogged and it will not arrive for another 4 months. Cruise is next month on the 5th. Called customer service to ask to move the date. *** stated that I had to change the date last year and the committee who makes the decision said no. I have all my documentation however Im disabled and cannot travel by myself. So now Im out of a honeymoon Ive been saving up for two years for and out of much needed ******* Im asking for someone to please help me to get a new booking date. I dont think spending all that money to be told oh well is unfair. I cant afford another vacation and this was my only chance to do financially.

  Customer Answer

  Date: 03/13/2025

  Please cancel request. Issue is now resolved 

• Initial Complaint

  Date:03/11/2025

  Type:Billing 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 became sick on a Royal Carribean ship-Navigator of the Seas on Feb. 5, 2024.I went to the ship hospital to be seen by an MD. I asked specifically how much the services would cost. I was told a visit was ****** or ****** in 15 min. when they opened at 4pm. I was told that I would be charged ***** for labs and for meds as well. The provider saw me and prescribed 2 doses of iv antibiotics- 12 hrs apart. I asked for my bill -called the hospital that night and was told it was not ready. The next morning before I departed the ship, I called again. The nurse had given all my medical records/ bills to a housekeeper. I had to call housekeeping to get my records- which I received in an opened envelope that morning from my cabin *******.I was over- charged for the treatment I received- $1120.00- which, without my consent was charged to my credit card.I am a retired nurse, my partner, a physician was with me on this visit- I understand that care can be different depending on circumstances, however, these charges were gouging and ************ complaints are:1) overcharging for services rendered and charging for these services to my credit card without my consent and under duress, and 2) violation of US HIPPA laws- giving my personal health care records to the housekeeping staff.I would like an answer as to why I was not informed correctly and clearly about charges for services and why they were charged to my credit card without my consent. I would like to know why ***** laws were violated and my personal medical records were given to house-keeping. I would like to see policy changes at Royal Carribean to reflect these issues.

  Business Response

  Date: 03/18/2025

  Subject: ******* **#*******
  Case: 23052192
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

  
  First and foremost, we sincerely apologize for the distress and inconvenience caused by the mishandling of the guests personal medical records. It is completely unacceptable that the personal health care records were given to housekeeping staff and returned to Ms. ******* in an opened envelope. We will conduct a thorough review of our medical records handling procedures to prevent similar incidents in the future. We are committed to making necessary policy changes to ensure strict adherence to privacy standards.

  In addition, according to our records, guest was advised by the nurse that there would be consultation fees, additional fees for investigations, treatments, and admission fees. This procedure is standard therefore, it would be difficult to determine the cause of miscommunication. It is impossible to inform the guest of the final charges beforehand as it depends on the necessary treatment.

  Also, according to our records, guest did sign a waiver that advises the guest will be billed for all procedures, medications, and fees before being admitted to the facility. Therefore, we are unable to offer any refund for this matter. We apologize for any disappointment. This decision will not be amended.

  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:03/10/2025

  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.

  This is to complain and seek a refund due to a breach of information from Royal Caribbean. I responded to call from what I assumed was Royal Caribbean, on march 10th 2025. They had my cruise reservation number and the names of all the travelers on the cruise. They requested I paid $1250 to ensure a catholic priest would be on board my cruise ship which departs in June. They wont have had this information about me with out a breach if my personal information by royal Caribbean, when I received the receipt/ payment confirmation it looked suspicious so I called Royal Caribbean again, just for them to tell me that they had no idea about the amount I paid and since there is a breach they will put a password on my account. This is absolutely unacceptable, you cannot sell my information or carelessly handle my personal data and expose me and my family to fraud. I want a refund of the $1250 and compensation for the credit monitoring I have get in light of this situation and breach of information from Royal Caribbean.

  Business Response

  Date: 03/17/2025

  Subject: *** ******
  
  Case: ********
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  
  We would be happy to investigate this matter for *** ****** ; however, the information provided is not enough to locate her reservation.If they can provide us with their reservation number, along with the ship and sail date of the cruise in question, we will be able to locate the details and research this matter.
  
  Thank you for your assistance. We await further reply.

  Sincerely,

  
  
  Royal Guest Experience Management
  
  

  
  

• Initial Complaint

  Date:03/10/2025

  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.

  Royal Caribbean Group (***) agrees through its website to provide a $100 onboard credit on sailings of 6-13 for shareholders owning a minimum of 100 shares of Royal Caribbean Group (NYSE: RCL) at time of sailing. I submitted a complete *** Shareholder benefit request through ***'s website on November 25, 2024 for my Celebrity Apex cruise sail date of January 11, ************ *******. Thus, over 7 weeks before my sail date for Booking ******* I completed all legal requirements for obtaining the *** Shareholder benefit. With my email sent to *************************** on January 30, 2025 I provided full evidence including screenshots of my submission and ***'s confirmation page confirming receipt of my submissions, and included the required PDF file evidence of RCL stock ownership. *** failed to provide the $100 onboard credit on my Celebrity Apex cruise Booking *******. While onboard the Celebrity Apex I spent 2 hours with guest services unsuccessfully attempting to obtain the credit, but was assured by onboard guest services that once the cruise was completed I could obtain a refund through ***. *** has failed to provide that credit despite my repeated follow-up through *************************** I hereby formally request either a $100 credit to my credit card or for *** to provide an extra $100 credit on my upcoming 21 day RCL transpacific cruise (Reservation No. *******). I will again send full evidence of my complete submission if requested. My wife and I are both DIAMOND loyalty status *** customers and find ***'s breach of their written promise entirely unacceptable. Sincerely,***** *****

  Business Response

  Date: 03/17/2025

  Subject: *****
  Subject: *****

  Case: ******** Booking # ******* & *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We have been in contact with Mr. ***** regarding this concern. We believe we have found an amicable resolution.
  
  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:03/08/2025

  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.

  Good evening, My name is ******* Mentor. My family of 5 was supposed to go on a 4 night 5 day cruise. I purchased 2 rooms because my 79 year old mother was supposed to come with us. Unfortunately, she was diagnosed with Multiple myeloma (cancer) and she had covid at the same time. This was my previous canacled booking #******* liberty of the seas sailing date Feb. 17. I called customer service and they told me to get a letter from the hospital - oncologist *** I sent the letter and they mentioned that I was supposed to receive my refund in 7-14 business days. Unfortunately- I haven't received my refund. Everytime I call they keep telling me the money is supposed to go into an account # ending in 7270. I used 2 payment methods, one card ending in mastercard credit card ending in 3938 and another payment made on ***** pay. My mother ********* ***** purchased her Air 2 seas airline ticket with her discover card ending in 1756. I have NO idea why they keep telling me about an account ending in 7270. My mother ********* ***** purchased airline tickets with ******* for $491.00. She received $239.36 which went back to her discover card. They owe her $251.96 which needs to go back to her discover card. I'm supposed to receive $908.62 back to my apple pay debit card ending in 8287. I called at least 3 times....at this point I'm getting the runaround. I really hope you can help me get my refund. Thank you ******* Mentor

  Business Response

  Date: 03/13/2025

  Subject: ******

  Case:23039735 Bookings ******* & 8420529 
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond. 

  We have been in contact with Ms. ****** regarding this concern. We believe we have found an amicable resolution.

  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:03/08/2025

  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 bought the internet package but Royal Caribbean is charging my T-Mobile ****** for international usage while i was at sea. This makes no sense. I bought the internet package and my phone was on air plane mode the whole time. I know this because the internet wouldnt even work unless i was on airplane mode. ******** said i need to contact Royal Caribbean maritime internet phone service people. They have been zero help in resolving this issue for me over the phone.

  Business Response

  Date: 03/13/2025

  Subject: ******
  
  Case: ******** Booking #*******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
  
  We regret to hear of the inconvenience the guest has experienced regarding the use of their cellular phone while onboard with us. Our records do not indicate that this party made our staff aware of any such internet issues. It is not our practice to issue refunds for internet issues when our staff are not given the opportunity to resolve the issue while onboard.
  
  Our advanced roaming system allows our guests to use their cellular phones while onboard our ships; however, it is at the discretion of the service provider of the respective cellular device whether or not charges will be assessed. Royal Caribbean International does not assess any charges related to cellular phone service or cellular data service, as our roaming system only facilitates the connection to the service providers network.
  
  Unfortunately, we are unable to offer any compensation. Nevertheless, we sincerely apologize if our decision causes any disappointment. Our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved.
  
  Sincerely,
  
  
  Royal Guest Experience Management
  
  
  
  
  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23038376
  
  I am rejecting this response because:
  
  t Mobile told me that it is the ships responsibility. I didnt notice any internet issues to report. If my phone was on airplane mode the whole time and never once did i turn my regular phone one how am i getting charged for phone usage . Obviously there is a problem with your internet! It makes so sense . 
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/16/2025

  Subject: ****** **#*******
  Case: 23038376
  
  Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.

  As was previously advised, telephone services, such as texting, are supported by the guests cellular service provider. Generally,while the vessel is docked at a ******************, mobile telephones will function. While outside of *****************, the use and function of the mobile telephone will depend on the service provider. Rates for usage of the mobile phone are determined by the guests home carrier not by Royal Caribbean Group. They will be billed by the home carrier for the international roaming usage on the regular mobile phone bill.

  We are unable to offer any refund for this matter. We apologize,again, for any disappointment. This decision will not be amended.

  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:03/07/2025

  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.

  1. When I won two jackpots on Royal Caribbean's "Icon of the Seas" sailing on January 4th, 2025 (booking number *******), I was provided with two W-2G forms that had an incorrect city and state listed for me. *******, ** is the city and state of my companion and I need two revised forms for my city and state of ******************, ***2. I emailed ********************* and received a phone call after multiple emailed requests. I'd like to suggest customer service training for ****** *****, Casino Credit employee, at ************. She hesitated giving me her name after multiple requests for it, she told me she was "doing me a favor" in calling me prior to a ***** day wait period, and stated she couldn't locate my two W-2G forms in Royal's system after I provided my social security number to even update.

  Business Response

  Date: 03/12/2025

  Subject: Banks
  
  Case: ******** Booking #*******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
  
  An attempt was made to contact the guest at the telephone number on file; however, we were unsuccessful in reaching Ms. ******************* researching Ms. ****** request, our records indicate that an email was sent to the guest with the attached W2G form. Additionally, it was forwarded to the address on file in ************, ***
  
  Should the guest have any further questions, please have them contact us at **************.
  

  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: 03/12/2025

   
  Better Business Bureau:
  
  I have voicemail on my cell phone and have not received a message from Royal.  Neither have I received the letter of apology requested.  The responder said they read my complaint but didn't note my city correctly in their response.   As a result, I can only hope whatever was mailed to me does arrive. 

  I can confirm after much grief, horrible customer service and challenges, I did receive the two forms requested.

  The BBB ALWAYS helps me and I'm appreciative of that.   I consider this matter closed and my next cruise this year will be with Carnival!

  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/06/2025

  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 am filing a formal complaint regarding my experience on the Spectrum of the Seas cruise (Feb *****, 2025). My concerns are as follows:Denied Refund for an Unused Watch I purchased an Omega watch onboard, believing it was duty-free. However, customs seized it due to high taxes. The watch is unused and unactivated, yet the store refuses to process a return.Lack of Responsibility from Royal Caribbeans China Agents When I sought help, the China-based agents refused assistance and redirected me to Starboard, offering no resolution.Onboard Staff Misconduct The salesperson misled me about customs regulations, falsely claiming I wouldnt need to pay duties. This led to customs seizing my watch and unnecessary legal trouble.Requested Resolution:A full refund for the unused watch.A response on Royal Caribbeans failure to provide adequate customer support.Assurance that staff will be properly trained to prevent misleading sales tactics.

  Business Response

  Date: 03/12/2025

  Subject: *** *******
  
  Case: 23027487
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond. 
  
  We would be happy to investigate this matter for ************* however,the information provided is not enough to locate his reservation. If they can provide us with their reservation number, the cruise in question, we will be able to locate the details and research 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