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

1,413 total complaints in the last 3 years.
425 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:11/29/2022
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.
We booked a cruise with Royal Caribbean and got the protection plan, on the plan it says basically we can cancel at any time and get the credit towards a future cruise and if we have specific reasons that fall within their guidelines we can get a refund. Over Thanksgiving break, we had family over. We found out two days later that a couple of them had tested positive for Covid. Yesterday my daughter tested positive and then this morning my other daughter also tested positive. My husband let me know he isn't feeling well this morning as well so obviously leaving for a cruise right that ports across the country now isn't good for us or really anyone else we would interact with on the cruise or traveling to get there.I called Royal Caribbean and was on hold for over 40 minutes and got connected, obviously not ideal but it happens. I called back. I was on hold for over an hour and a half, A rep came on the line heard my story then asked why I was worried about travel, I reexplained that as a parent with two sick **********'t leave AND that if my husband tests positive obviously getting on a ship with a large amount of people isn't responsible at all. She put me back on hold and came back to let me know I could change my cruise dates, then she put me on hold again and came back and said I can't change by dates but can get a refund but I need to submit the documentation. I asked what she needed from me and she said to call back when I have it if I still don't want to go on the cruise. None of that made sense so I responded by saying " I can't call back when I have it, if I don't know what it is, what documents or test do you need from me? I obviously can not go on this cruise" Then the line disconnected or rather I was hung up on. I then attempted to fill out the online form...three times and each time got an error. This is such a terrible experience, *** spent hours just trying to get answers and am getting the run around.
Business Response
Date: 12/06/2022
Subject: *********************

Case: ******** BK# *******

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

Our records indicated that this party contacted our *************************** and was advised to please provide us with a copy of the positive test result (COVID-19), the results would need to show the name (s) of the person(s) that became infected with the virus. Once this information is received, we will review her request. Additionally, since the guest has insurance, she may contact AON at: ************, also claim forms may be initiated online 24 hours a day by visiting www.aontravelclaim.com

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

Sincerely,

Guest Experience Management
Initial Complaint
Date:11/29/2022
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 11/7/22 I sailed on the navigator of the seas with my family. My Booking number is ******* stateroom ****. My sister in law happens to have the exact same name as I do (we both have the same first name and our husbands are brothers therefore giving us the same last name now) .. I was charged for multiple drinks that I did not buy but she didShe had purchased the drink package and I did not. I called immediately after I saw the mistake on my on board statement. I was told by the customer service rep he would email the ship and someone would get back to me. 10 days pass with no wordI decided to email ..I have received no response and it has been 8 days since I emailedI have tried to call multiple times and I have to hang up after about 40 minutes on hold because believe it or not Royal Caribbean, I do have a life and cannot wait on hold all day. I just want my money back and am being ignored or brushed off. This is ridiculous..it is something so simple..these charges are not mine! How can they have someone not taking care of this immediately!? This is thievery. By the way..while writing this entire review I have been on hold with royal Caribbean. Looking for a resolution!
Business Response
Date: 12/06/2022
Subject: ******

Case: ******** Bookings ******* & 9026717

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

Our records do not indicate that erroneous charges were placed on the guests Onboard Account. In an effort to help resolve this concern, we can ***** a special exception to reimburse the $23.60 reported by the guest. In order to proceed with payment, we require the full credit card used for purchases onboard. Due to data privacy, we do not keep these details on file. As such, we must ask that **************** call our office at ************** to supply this information.

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

Sincerely,

Guest Experience Management
Initial Complaint
Date:11/28/2022
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.
we purchased a cruise to leave 11/28/22 , as stated in there documentation if you do not have a passport you need a ** birth certificate and Drivers liscnse. After a 2 hour wait for a bus and a four hour wait to get inside we cleared the first customs hurdle.. When we went to check in they stated that my **************** Cerified Birth certificate would not work and that I could not get on the ship. I asked for a police officer to be called to get an inceident report and they refused , I asked for the persons name and she refused she then got a supervisor whos name i got and when i asked again, you are not allowing me on the cruise with a state certified birth certificate he said that is correct they need to be newer than 2010 , I said my wifes that you accepted is dated 2006. He then said i will ****** you out of the building. At no time were any voices raised or cussing . As we wewnt outside we asked about our luggage and was told to stand there and wait , another employee a spanish lady that hid her id from us said your white good thing you cant go... 6 hours in line with no water , food or bathroom.. to be treeated like a criminal by Royal caribbean and its employed business partner. We would like a refund for our cruise our excusrsions the upghrade we did not auithorize and of course our parking and our time. if needed a copy of my birth certificate can and will be sent...
Business Response
Date: 12/05/2022
Subject: Monroe

Case: ******** Booking 7653413

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

According to our records, **************** was denied boarding due to providing a hospital-issued Birth Certificate which is not accepted. These details are clearly stated on the travel documents that the guest has enclosed in this communication. Additionally, its the responsibility of all guests to obtain and present all documentation required to sail. This is advised in the Cruise Ticket Contract that guests must agree to abide by in order to book, as well as on our website in the Frequently Asked Questions. We feel we have exercised our due diligence in providing the information regarding the requirement to present all necessary documentation to sail.

Furthermore, the RoyalUp upgrade program provides booked guests with an opportunity to submit an offer to upgrade from the original stateroom category purchased to a higher stateroom category. Once a bid is accepted their credit card is charged a non-refundable upcharge and the guest is notified. We show that this party placed a bid for an Oceanview Balcony which was supplied although they were unable to take the voyage. Please find attached a copy of the guests bid for verification. As such, we are unable to honor the requested resolution in this case.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 12/05/2022

Complaint: 18473875
as Stated by the State attorney office ***************, number one: In **************************** federal law states if you do not recieve a goods or service you cannot be charged for it and I do believe Mrs ****** ioffice is opening an investigation because lets face it , they have duped more than me. Second Your rules state a ************* Birth certificate, it is not your decison that i read frequently asked questions which is where you hide the fact you do not accept hospital birth certificates. Y&ou cannot hide and mismanage a contract nor can your contract go against ** Law or Federal law and be valid. Hence a void contract and the right to start a lawsuit and or class action. You are wrong , yu know it, and your probably stealing close to a hundred thousand dollars a day from your potential customers. I have contacted the maritime law offices and our state attornmey Ms Moodys office.. obviously by the 1.3 rating or f rating from the better business bureau royal caribbean neither cares what happens or will be willing to do anything other than steal peoples money.. so no I do not accept your answer it is contemptable and dismissable.

Sincerely,

***************************
************
Business Response
Date: 12/08/2022
Subject: Monroe

Case: ******** Booking 7653413

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

While we appreciate Mr. ******* candid feedback,the fact remains that we make the details surrounding required documentation readily available through multiple channels. Weve fully exercised our due diligence in supplying the information to our guests about the resources available to identify the necessary travel documents and the requirement to present these documents in order to sail. Therefore, we find that there was no service failure. We must respectfully decline the guests refund request.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 12/08/2022

Complaint: 18473875

I am rejecting this response because: if the intent was not to defraud then why not put it in the pertanant area where you direct everyone to read and not hide in down in your f.a.q.s. area as a matter of fact the mere fact as you can see by the document , that you revised that on October 26 , 2022 shows your intent to defraud niot just me but as many customers as possible... adding in your contract is all about making it as hard as possible to sue *********** so instead i am in contact with the ********************** and ******* Commissioner of Agriculture, and both ***** and Mrs *********** seem highly interested in the facts of this case and i am sure will ber contacting you... now lets see 100 cruises a week times $3000 per person sounds like a serious intent to defraud customers... considering ten people were lined up with us to not be allowed on the cruise....... yea that in case you dont have a calculator is approximately **** people a week you defraud.... see ya in court and in the papers , because you obvioulsey do not care about your customers. ps wairt till you find out i had the correct birth certificate to start with as inter cruises has stated it was a mistake... and now... your in the hot seat!

Sincerely,

***************************
Customer Answer
Date: 12/09/2022
I am rejecting this response because: if the intent was not to defraud then why not put it in the pertanant area where you direct everyone to read and not hide in down in your f.a.q.s. area as a matter of fact the mere fact as you can see by the document , that you revised that on October 26 , 2022 shows your intent to defraud niot just me but as many customers as possible... adding in your contract is all about making it as hard as possible to sue *********** so instead i am in contact with the ********************** and ******* Commissioner of Agriculture, and both ***** and Mrs *********** seem highly interested in the facts of this case and i am sure will ber contacting you... now lets see 100 cruises a week times $3000 per person sounds like a serious intent to defraud customers... considering ten people were lined up with us to not be allowed on the cruise....... yea that in case you dont have a calculator is approximately **** people a week you defraud.... see ya in court and in the papers , because you obvioulsey do not care about your customers. ps wairt till you find out i had the correct birth certificate to start with as inter cruises has stated it was a mistake... and now... your in the hot seat!
Business Response
Date: 12/12/2022
Subject: Monroe

Case: ******** Booking 7653413

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

Mr. ******* comments on the matter have been documented.Weve fully exercised our due diligence in supplying the information to our guests about the resources available to identify the necessary travel documents and the requirement to present these documents in order to sail. Therefore, there was no service failure, and we must uphold the final decision to decline the guests request.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 12/14/2022

Complaint: 18473875

I am rejecting this response because:
We will allow the **************** which has started its own investigation to make a final conclusion, deceptive business practices should result in a major lawsuit!

Sincerely,

***************************
Initial Complaint
Date:11/28/2022
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.
Ive paid approx $3,000 for my upcoming cruise. I for the 1st time since I booked months ago need help from customer service. I am literally on hold right now for the last 2:49 min. When I called in the recording said it wld be a 2 hr wait. I will not do business with anyone under that kind of circumstance. They cannot just take your money on the one call that was easy to reach them (reservations/ booking) and than not be available to their customers. Its off the charts horrible unacceptable service. Ill never book w them again and I will shout it from the roof tops. My next I contact The Federal **************************** of ******** Affairs and ****************** Services (CADRS).
Business Response
Date: 12/02/2022
Subject: **********

Case: ******** Booking 5615992

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

We are terribly sorry for the extended hold times the guest has experienced when trying to reach us via telephone. We appreciate the candid feedback regarding this matter. We are still dealing with an abundance of calls since operations have been up and running. We do our due diligence to assure each guest's concern is addressed and handled appropriately. If ************************ needs assistance,we must ask that she contacts our **************************** at **************. Our representatives will be glad to help with her inquiry. We appreciate the guests patience and understanding.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 12/08/2022
Complaint: ******** After I paid for my cruise months ago Im trying to reach Royal Caribbean for some customer service needs. Recording said hold time 2 hrs I hung up after 4 1/2 hrs. See attachment.

Sincerely,
***********************************
Business Response
Date: 12/12/2022
Subject: ***********************************

Case: ******** BK# *******

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

Our records indicated the guest was able to do her only check in and we hope she is enjoying her cruise vacation.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 12/19/2022

Complaint: 18472094

I am rejecting this response because: The response does not respond to te problem of me not getting through to RCL by phone and me holding for over 3 hours after recording said hold wld be 2 hours and at 3 hours recording said it wld be an additional hold time, what about that?
Regarding my check in: I got an email that I printed for my husband to keep with our documents saying that we check in at terminal 1, we went there gave our luggage after my husband verified with luggage attendant that we were at the right place based on the tags, it was the wrong terminal. We waited 2 ours at Terminal 1 to be transported , our cab did not come. Apparently a second email was sent later correcting terminal 1 to terminal 5. I never saw that email.After the fist customer care person said she wld call me about compensating us for our trouble she not only never called but never entered anything about me coming to the desk the very first hour with my complaint.
It was still a good cruise, great service from staff on the ship, unlike service prior to the cruise, the food was the best I've had on a cruise, but I need to be able to call and reach a company after I've given them thousands of dollars to do business with them.

Sincerely,

***********************************
Initial Complaint
Date:11/28/2022
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.
We booked and paid for a family cruise with another family through Royl Caribbean. Our cruise took a year to plan due to busy school and work schedules. Everything was canceled due to the pandemic. Royal Caribbean later offered us a voucher to book a cruise at a later date. We advised Royal Caribbean that we did not feel safe traveling with our children and asked for a refund. Royal Caribbean customer service has told us several times that a refund is being processed. To date we still have received a refund. We try emailing and calling customer service. We do not receive any responses to emails and stay on hold for hours. We can not seem to get a resolution. We are aware that Royal Caribbean could not control what happened with the pandemic but they can control how they refund funds for services that were never used.The voucher Royal Caribbean sent expires in Decmeber of 2022. We have wasted hours / days trying to get help. With COVID, COVID Omicron, RSV, etc continuing to cuase illness and death across the country, we are fearful to take our children on a cruise at this time. We appreciate your assistance with this matter.
Business Response
Date: 12/06/2022
Subject: *********************

Case: ******** / BK #s ******* and *******

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

Due to the ever-changing nature of the pandemic and protocols, we extended the expiration date of the Future Cruise Certificates until December 31, ****. We hope this information is helpful.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 12/06/2022

Complaint: 18469836

I am rejecting this response because:
My current certificate shows it expires 12/31/2022. Can I receive some sort of email stating the new expiration date?

Sincerely,

*********************
Business Response
Date: 12/08/2022
Subject: ******

Case: ******** - Bookings ******* & 9414393

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

Please find the guests Cruise with Confidence Future Cruise Credit letters enclosed with all the details requested. We trust this will help in verifying the time frame in which they need to be redeemed.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 12/08/2022

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:11/27/2022
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.
When I booked Over the phone I asked if there was any additional charge I needed to know about and they told me only drinks and if I bought something on the ship, but I was never told they were going to charge my family $400 for tips and we ended up tipping cash every day, now every time I call they put me on hold for 3 hours and when they answer and I tell them they just hung up the phone
Business Response
Date: 12/02/2022
Subject: ********

Case: ******** Booking ******* & 1762389

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

A $16.00 per guest, per day gratuity is automatically added to each guests Onboard Account for our dining, bar & culinary services staff,stateroom attendants, and other hotel services teams. Guests who prepay gratuities prior to boarding the cruise will not see a daily charge onboard. These details are stated on the Cruise Documents that were emailed to the guest as of 11/15/2022.As such, we must respectfully decline a billing adjustment.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 12/02/2022

Complaint: 18468518

I am rejecting this response because:
I did pay tips in cash everyday to both servers who helped us in the dining room ***** & Rezza and also to the housekeepers; However, my family doesnt consume alcoholic beverages so we did not use any of those services, I also went to the guest services before disembarking from the cruise and I was clearly told that my money will be refunded by calling Royal Caribean since they were to busy helping many clients and the system was slow.

Sincerely,

*********************************
Business Response
Date: 12/02/2022
Subject: ********

Case: ******** Booking ******* & 1762389

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

While we understand that the guest paid gratuities in cash onboard, the fact remains that this is standard policy for all guests as noted on the Cruise Documents. Furthermore, our records do not indicate that this concern was brought forth to our ***** Services Staff. Therefore, were unable to honor the requested resolution.

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

Sincerely,

***** Experience Management
Customer Answer
Date: 12/05/2022

Complaint: 18468518

I am rejecting this response because:

Sincerely,

*********************************
Customer Answer
Date: 12/08/2022
My apologies as Im not sure what has occurred with a blank message,
As we can all see Royal Caribean is contradicting on their statements, the replied that gratuity is only enforced when someone has tip in cash or that it will be refunded when a customer tips their employees in cash which is what My family did during the cruise and to be clear these are not the only unfair charges they billed my credit card, they charged my family over $400 in tips plus $200 in other things we never purchased nor used, the other charges of everything you used and consumed was gladly paid by us, but this is totally not acceptable that a company believes they have the right to take peoples money like that, that is absolutely unacceptable.
Business Response
Date: 12/13/2022
Subject: ********

Case: ******** Booking ******* & 1762389

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

We appreciate Ms. ********* candid feedback on the matter which has been documented. As previously advised, the added gratuity process is a standard policy for all guests. With that being the case, we must uphold our final decision of declining reimbursement.
Furthermore, we show that a special exception was granted to refund the pool towel charge on their Onboard Account. Due to a technical error, it wasnt processed or disbursed. As such, weve requested the funds of $125.00 to be credited to **** **** once more. We can assure you that were working diligently to have it expedited. Additionally, we do not reflect that any other charges were invalid.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 12/13/2022

Complaint: 18468518

I am rejecting this response because:

I have explained how I paid all gratuities in cash and I was reassured on board at the client services I was going to be refunded all gratuities to my card and I believed the employee of Royal Caribbean, I was also promised by phone a total refund of $250 for pool towels, an extra picture never ordered and an additional charge for an excursion already paid. Please kindly let me know what other steps I can take to get my money back, since I feel like these money was stolen from my card. It is very frustrating and deceiving.

Sincerely,

*********************************
Initial Complaint
Date:11/27/2022
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.
We paid for a cruise. Prior to the day of departure, we called Royal Caribbean several times to inquire about the necessary papers my husband needed in order to board. During one of the conversations with a Royal Caribbean rep we were told he could board with his *********** birth certificate and Driver's License. On departure day, myself, and our two daughters were given clearance to board and he was not. We were told he did not have the correct papers. However, we brought the papers they advised us to bring. Since we all could not go we all stayed behind. I've called numerous times since August to resolve this matter and Royal Caribbean denies any wrong doing. We would like a refund OR a replacement cruise of the same value.
Business Response
Date: 12/02/2022
Subject: ******

Case: ******** Booking 6629614

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

It is the responsibility of all guests to obtain and present all documentation required to sail. This is advised in the Cruise Ticket Contract that guests must agree to abide by in order to book, in the Guest Ticket Booklet under International Cruise Travel that this party has attached, as well as on our website in the Frequently Asked Questions. We feel we have exercised our due diligence in providing the information regarding the requirement to present all necessary documents in order to sail. It is not our common practice to issue refunds to those that are unable to sail due to not being able to present all the required documentation. Out of fairness to all, we cannot ***** individual exceptions and are unable to honor the requested resolution in this case.

Furthermore, upon further review of the telephone communications,we can confirm that the guest was not misadvised.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 12/06/2022

Complaint: 18468171

I am rejecting this response because:
The cruise line should be willing to provide the phone conversation recordings to dispute my knowledge. I know how many times I called and I know what information was shared. Royal Caribbean is not being forthcoming. A representative made a mistake and they should own it and make it right.

Sincerely,

*************************
Business Response
Date: 12/08/2022
Subject: ******

Case: ******** Booking 6629614

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

Please note that all recordings are proprietary, and as such, are not shared with entities outside of our organization. Additionally, it is not our common practice to issue reimbursement for guests that are unable to sail due to not being able to present all the required documentation. Therefore, we must respectfully decline the guests request.

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

Sincerely,

Guest Experience Management
Initial Complaint
Date:11/27/2022
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 planned a cruise with my husband and my sister and her boyfriend. Space when we got to the terminal we kept asking the Gentleman at the port is this for grandeur of the sea he kept telling us to pull in get out more asked to get it is this our boat he kept telling us he didnt get out kind of scary so we got out of the car we dropped our bags off and then went to go check in and find out that this is check in for the Oasis not the Grandeur of the Sea. We have expenses now with formals and everything that we paid for and the bag that they cant find is my bag. The guy who is has the port crew said you cant go without your bag I said no my clothes are there I cant be in one set of clothes for six days he said that he thinks they took my bag on board oasis and theyre trying to find it but he does not know if they will or not. My bag was clearly marked Grandier of the sea and if the guy at the port would have listened we would not have out of the car. This happened To others and if you would like I can give you their names. Thank you for your help *************************
Business Response
Date: 12/06/2022
Subject: *****

Case: ******** Booking 7230800

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

The port address and directions are clearly noted on the Cruise documents sent to all guests. It also states to follow the directional signs as you enter the port to identify which pier pertains to your voyage. Additionally,our records indicate that this party didnt report missing luggage while onboard. As such, were unable to consider any form of compensation and must recommend that the guest file a claim with her insurer if applicable.

Furthermore, should ************* need to initiate a search for her bag, she can file a report on ***************. Once there, she can complete the form with all the sailing details and a description of the property. This information will be entered into the database and periodic updates will be provided from *********** via email. If the bag is located, the guest will be notified from *********** with a shipping amount and tracking details.

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

Sincerely,

Guest Experience Management
Initial Complaint
Date:11/27/2022
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.
On March 15, 2022, I put a down payment of $750 on a cruise to ****** with Royal Caribbean Cruises. At that time they had a "cruise with confidence" promotion going on which stated if you bought your cruise on or before March 30, 2022 you could cancel or change without any penalties or fees. On November 26, 2022, I called to change our cruise date and they told me that I had to pay $100 per person fee for changing. I told them we had the cruise with confidence because we booked before March 30 and they said that when you read through the promotion it states that you had to sail by September 30, 2022. I feel like this promotion was misleading because the bolded heading just said "book on or before March 30, 2022 for no fees" but then you had to read all the fine print to see the stipulations. I tried speaking with a supervisor but *********, the customer service agent, told me that the supervisor would say the same thing. I would like the BBB to help me to get the promotion I thought I was getting and allow me to change my cruise date without paying the change fees. I don't want a refund; I just want my $750 to go back into my account so I can use it to book the other cruise.
Business Response
Date: 12/01/2022
Subject: ********

Case: ******** Booking 6801157

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

The terms & conditions regarding the Cruise with Confidence program are clearly stated on our consumer website. For sailings booked by March 31, 2022, that depart by September 30, 2022, you can cancel up to 48 hours before your sail date and get the full paid value in a Future Cruise Credit. As such, Ms.********* *********** does not qualify. For full details, please visit https://www.royalcaribbean.com/cruise-with-confidence.

Furthermore,this party reserved their voyage with our Non-Refundable Deposit program. Per our policy, if a change is made $100.00 per person change fee applies. This information is available on the booking invoice that we sent to them on 3/13/2022. Considering these factors, were unable to honor the requested resolution.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 12/06/2022

Complaint: 18467031

I am rejecting this response because:
the policy was not clearly stated and was misleading.

Sincerely,

*****************************
Business Response
Date: 12/07/2022
Subject: ********

Case: ******** Booking 6801157

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

While we understand that ******************** is disappointed with the outcome of her concern, the fact remains that the terms & conditions for Cruise with Confidence are stated on our consumer website.Additionally, the guest reserved their sailing with our Non-Refundable Deposit program. Per our policy, if a change is made $100.00 per person change fee applies. As such, we're unable to ***** her request.

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

Sincerely,

Guest Experience Management
Initial Complaint
Date:11/26/2022
Type:Order 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 November 3, 2022 I embarked on a cruise out of ********* ******** on the Enchantment of the seas a Cruise provided by Royal Caribbean international. I paid $4,000 for 2 interior cabins on the ship for my family of 6. We were set to go to **********, **, ******* **, ******, and perfect day at Coco Cay on our 8 day cruise. The entire point of the cruise was to take my family to ***********. We paid an additional $1,000 for our family to visit the waterpark in ******. When our ship reached port in *******, ** we were rerouted for a hurricane in ***********. To compensate us for the loss we were refunded 1 night of the cruise. Which for my family came to $200. Then the cruise proceeded north for the next 5 days. We were at sea in winter weather for the remainder of the cruise. When I contacted Royal Caribbean and informed them that I didnt think this was adequate compensation, they told me that there was nothing that else they could do for me.
Business Response
Date: 12/01/2022
Subject: ******

Case: ******** - Bookings ******* / 6250130

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

We understand that itinerary changes can be disappointing for our guests, and we do not make these decisions lightly. Unfortunately,there are instances where we may have to change a ships itinerary for various reasons. Our main priority has been and will continue to be the safety of our guests and crew. Its not our normal practice to provide compensation for these modifications. Considering the inconvenience, we decided to supply all guests an Onboard Credit for the value of 1 days cruise fare. Out of fairness to all guests, individual exceptions cannot be granted for additional compensation.

Furthermore, when a guest books a cruise, they are agreeing to abide by the Cruise Ticket Contract. In section 7 of our Cruise Ticket Contract, it states that Carrier may for any reason at any time and without prior notice, cancel, advance, postpone or deviate from any scheduled sailing, port of call, destination, lodging or any activity on or off the Vessel, or substitute another vessel or port of call, destination, lodging or activity. The *** is available to review here:

https://www.royalcaribbean.com/content/dam/royal/resources/pdf/cruise-ticket-contract.pdf

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 12/03/2022

Complaint: 18465856

I am rejecting this response because:
I didnt lose a single nights activities I lost four days. I couldnt even enjoy the ship because we went so far north that it was freezing outside. One day is not adequate compensation.
Sincerely,

***********************
Business Response
Date: 12/07/2022
Subject: ******

Case: ******** - Bookings ******* / 6250130

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

While we understand that this party is dissatisfied with the resolution, it is not our normal practice to offer compensation regarding itinerary changes as disclosed in the Cruise Ticket Contract. As such, we must uphold the credit given as we feel it is fair and just.

Additionally, when a guest books a cruise, they are agreeing to abide by the Cruise Ticket Contract. In section 7 of our Cruise Ticket Contract, it states that Carrier may for any reason at any time and without prior notice, cancel, advance, postpone or deviate from any scheduled sailing, port of call, destination, lodging or any activity on or off the Vessel, or substitute another vessel or port of call, destination, lodging or activity.

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

Sincerely,

Guest Experience Management

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