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.

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• 

  Royal Caribbean Group

  1050 Caribbean Way Miami, FL 33132-2028

• 

  Royal Caribbean Group

  1007 North American Way Miami, FL 33132

• 

  Royal Caribbean

  815 Channelside Dr Tampa, FL 33602-4200

• 

  Royal Caribbean Group

  1080 Port Blvd Miami, FL 33132

• 

  Royal Caribbean International

  4729 S Palisade St Wichita, KS 67217-4925

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:11/26/2022

  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 did a 7 day cruise with Royal Caribbean on the Serenade of the Seas. Upon going to my stateroom, the Seapass for the room was not on the door like the others. I went to ***** Services for new cards. When returning to the room, I discovered that someone took my Seapass and broke into my stateroom. Their luggage was there and the room was used. I returned to ***** Services to where I waited for 4 hours for them to give me a room. Instead of removing the people and their items from the room, I was punished for them doing something they shouldn't have. The room provided was a balcony stateroom as I had reserved, but the balcony was less than a third of a traditional balcony. One of the closet doors was hanging by one hinge out of the three it had. There were times where the lights would not turn on. ***** Service had said that the Captain would be talking to me about compensation. I was never reached out to by the Captain nor did I meet the Captain. ***** Services offered one free dinner at one of the specialty dining spots. I refused because it was disrespectful to offer something so low in value and unappealing. I filled out a survey with this information as well. Royal Caribbean was unable to address issues. I overheard many other guests having the same issue as I had. It sounded like they were getting immediate responses though I had to wait and be given less than what I paid for. I am making this complain because I have tried contacting Royal Caribbean through multiples mean and have not received a response.

  Business Response

  Date: 11/29/2022

  Subject: Krajza
  
  Case: ******** Booking 3727368
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Were sorry that the guest hasnt received a response to his communications. More customers than ever before are choosing the convenience of correspondence as their primary mode of communication. As a result, the turnaround time for responses has increased substantially. Its unfortunate that the guest encountered an issue with the stateroom. Due to a technical error,the stateroom was double booked. As such, the room was not broken into by another party. Additionally, when this matter was brought forth by ****************, our staff made sure to re-accommodate them with the same type of room. Staff also consistently kept in touch with the guest to ensure everything was okay. Furthermore, we did offer a complimentary dinner on multiple occasions for the inconvenience which was not accepted. Therefore, Mr. ******* concern was thoroughly addressed and 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: 11/29/2022

   
  Complaint: 18465240
  
  I am rejecting this response because:

  I was not given the same room I paid for. I was given a room that barely had a balcony and had repair issues. Your technical error does not. absolve you from treating me like I didnt matter for 4 hours. Half of my appointments and excursions were underneath the name of the person who took my room from me. Also, you never offered me anything multiple times. I received one call from guest services offering the dinner. Aside from incorrectly stating how many times you contacted me, I was not given an accurate reason for what happened. You say the room was double booked, but guest services said it was guest from a previous cruise who decided to stay on for another trip. Is it that or was there a technical error that caused a double booking? I want compensation for the stress and pain you caused. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/30/2022

  Subject: Krajza
  
  Case: ******** Booking 3727368
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  While we understand that **************** is dissatisfied with the outcome of his concern, the fact remains that we re-accommodated the guest with another Balcony stateroom as initially reserved. Furthermore,clarification related to the occupation of the stateroom was given. That being the case, the issue was rectified in a fair and just manner. As such, we must respectfully decline Mr. ******* request for compensation.
  
  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: 11/30/2022

   
  Complaint: 18465240
  
  I am rejecting this response because:

  The issue was not rectified in a fair and just manner. If it was, I would not be going through the process of trying to contact you through multiple means. The way you are treating me or any guest after this happened on your watch is disturbing. This issue will not be closed until you make this right. 

  To recap: Someone who was not me was in my room with my Seapass. A Seapass with my name on it and attached to my credit card. Either they broke in or Royal Caribbean double booked. Fact remains that my name was on the room first because I was able to get my Seapass re-issued to me without an issue. Then for 4 hours Royal Caribbean did nothing to remedy the situation. After 4 hours, a room that was labelled as a balcony was assigned to me. The room did not have a full balcony, had lighting issues, and had a broken closet door. The room was valued as less than what I paid for. I was originally told by ***** Services that I would be speaking to the Captain of Serenade of the Seas about compensation. I was not contacted by the Captain. ***** services called once about offering specialty dining for the mishap. A $30 value for being treated like a stowaway for 4 hours, given a room less value than what I paid for, and having to deal with issues on reservations and excursion because of having to switch my name to a different room. Half of the reservations and excursions showed ***************************** and not ************************ 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/26/2022

  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.

  My kids and I just came back from taking a cruise with Royal Caribbean (reservation #*******). When I originally booked the cruise, I chose and paid for a room that included a balcony, a king *** and a sofa ***. When we arrived, the room did not include a sofa *** instead it had a *** that came out of the ceiling. When I went to ***** Services, soon after we boarded and saw the room, I was told that there weren't any similar rooms available that we could be moved to. Instead I was offered to either get two connecting interior rooms (with no balcony) or to get an additional room- although I was traveling with my kids who are still minors. I was told by ******************* and *********************** that there was nothing else that they could do for us. However, three of the people from my party (and I can provide their names, if needed) got an upgrade from a room on the 2nd floor to the exact room that I should've gotten and paid for because they weren't happy with their accomodations (which by the way they lied and exaggerated to get) . So while I didn't get to stay in the room that I had paid for, these three individuals not only received an upgrade but got a better room than I did without having to pay for it (and they received the room AFTER I was told that the room I had paid for was not available). Since the cruise staff couldn't explain to me how someone who hadn't paid for the room got it, but I didn't, all they could tell me was to contact the "onshore" staff once we were back from the cruise. Not only would I consider this an example of bait and switch, but we had the same number of guests per room (3), yet the other party received the upgrade AFTER I was told that there weren't any rooms available for my family to be moved to. I'm requesting a refund from Royal Caribbean, an apology and I may consider legal action for discrimination against my family. The onboard credit and free meal I accepted by no means makes up for us not getting the room that I paid for.

  Business Response

  Date: 11/29/2022

  Subject: ********
  
  Case: ******** Booking 8736688
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Its unfortunate that the guest was dissatisfied with the accommodations. Due to data privacy, were unable to discuss actions for another reservation. Based on statements made by ********************, alternatives were offered to help her with the stateroom configuration issue. Additionally, although the guest declined those options, we also offered the guest $300.00 Onboard Credit and complimentary Specialty Dining for 3 guests. ******************** accepted the resolution given. As such, the matter brought forth by the guest was thoroughly reviewed and rectified to the best of our ability. Therefore, no further compensation can be granted.
  
  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: 18464826
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/07/2022

  Subject: ********
  
  Case: ******** Booking 8736688
  
  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 is dissatisfied with the outcome of her concern, the fact remains that the issue was addressed and rectified onboard. We feel that the situation was overseen effectively with fair and just compensation. As such, we will uphold the resolution given. That being said, we must respectfully decline the requested refund.
  
  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: 18464826
  
  I am rejecting this response for several reasons: 

  -I based my decision on which room to choose based on the pictures from your own website which showed me what a balcony room included- in NONE of the pictures theres a bed coming out of the ceiling.  This is called false advertising and bait and switch.

  -I know the people who received an upgrade without paying for it- we were a party of 10 who traveled together.  So while I paid for a balcony room, I didnt get what was advertised in your own website, however the three people who were sharing a room, got a better room than I did without paying for it.

  -Whoever responded must not be a parent!  What responsible parent would allow their underage child(ren) to be in a room by themselves (which was option #1).  The other option was two interior connecting rooms- so I paid you for a balcony to get the view and bigger room and I was offered a downgrade from what I paid for.

  -*********************** and ******************* were very clear that the onshore team would handle my complaint after I came back from the trip since they werent able to accommodate me.  I was very clear with them that an onboard credit and a free meal by no means was enough compensation for not getting the room that I had paid for. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/23/2022

  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.

  Our reservation number is *******. Reason for complaint: Filing a complaint with the BBB is the last resort. I have been trying to contact Royal Caribbean with no success. I feel I am being mistreated and ignored because of something that happened with my husband. Background:My husband and I booked a cruise in September for our honeymoon. We are legally married, but we are having a big wedding in December. *************************** called us on the night of November 18 around 8pm EST and she decided to cancel our reservation 14 days before our wedding. For reasons I cannot share due to privacy concerns, they would not allow my husband on the cruise. She cited that Royal Caribbean's policy states that they can cancel a reservation at any time for any reason---a policy that opens doors to discrimination against their passengers by the security team. She did not apologize a single time, even after calling her back that night and telling her that she was discriminating against me and she refused to answer my questions. She blocked my husband's number and sent me two emails---both emails don't express empathy nor acknowledged my concerns. Both very dismissive of my concerns.I contacted Royal Caribbean multiple times to file a complaint with different communication routes: phone, email, and ******** page. By phone: I tried to call them, but the wait times were 2.5-4 hours. When I finally got a hold of someone and made my complaint, the lady hung up on me. She didn't try to call me back, which was unprofessional. By email: *************************** initiated the emails a little after I got off the phone with her, which I have sent to BBB. She stop responding to me without apology. I also emailed Royal Caribbean directly. Again no response. ******** messenger: They sent me one response and did not respond back. On top of all this, we haven't been refunded the full amount. We paid $1775 and they only refunded us $304.56. I want a refund, a complaint filed, and a sincere apology.

  Business Response

  Date: 11/28/2022

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

  Case: ******** BK# 5054492
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We apologized for the of inconvenienced the cancelation of this cruise had cause to *****************. As mentioned, for privacy reason we are unable to share any information regarding this matter. On the other hand, our records indicated that an additional refund in the amount of $1,447.92 USD has been issued to the original form of payment. For any additional information regarding the refund, we kindly advise ***************** to please contact her travel agent for further assistance regarding this refund.
  
  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: 11/28/2022

   
  Complaint: 18456120
  
  I am rejecting this response because I havent received the full refund yet. They  disregarded that their policy opens doors to discrimination because they can cancel a reservation at any time for any reason. They have also disregarded my complaint against **************************** 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/29/2022

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

  Case:18456120 Booking 5054492
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  While we empathize with **************** dissatisfaction, the fact remains that for privacy purposes we cannot discuss or disclose details regarding this matter. Should the guest need clarification on the amount reimbursed, we must ask that she speak with her travel advisor. Please note that Royal Caribbean International enters into contractual agreements with the travel agency with which we do business. This contract states that we cannot release financial information on the reservation without the consent and knowledge of the agency.
  
  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: 11/30/2022

   
  Complaint: 18456120
  
  I am rejecting this response because: 

  Their apology is not acceptable as they have disregard the other two requests to my complaint. Royal ********* refuses to directly contact me to file a complaint against an employee. They again are refusing to acknowledge that their policy opens doors to discrimination. I asked *************************** if she can refuse me because Im  Puerto Rican and she said, She can refuse anyone for any reason at anytime. It was rude and disrespectful. I will not be satisfied until I am contacted by Royal ********* to file a formal complaint against this employee.

  They also disregarded that their customer service phone have long wait times and the rude staff member hung up on me. 
  

  Royal ********* does not hold their employees accountable for their behavior. They just dont care. Shame on them. I will never do business with them again. 

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

• Initial Complaint

  Date:11/23/2022

  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 booked a cruise with Royal Caribbean leaving ********* ***** on May 15, 2022 and returning on May 22 2022. I booked flight leaving ******* ******** to ********* and returning from ********* to ******* through Royal Caribbean. I also purchased trip insurance from Royal Caribbean. The trip insurance company was AON Affinity. My trip reservation number was *******. The process for acquiring the trip insurance was simple question from the Travel agent, "Do you want to purchase trip insurance" The comments were that the insurance would reimburse for any delays or mishaps. My flight to ******* from ************* on 5/22/2022 was cancelled and the only available flight to ******* was two days later on 5/24/2022. This resulted in additional hotel, food and transportation expenses. AON Affinity denied my insurance claim. I called Royal Caribbean to report the insurance company and Royal Caribbean supported the insurance company stating there are certain things they cover and do not cover. I was appalled at this response from Royal Caribbean. None of this was discussed when asked to purchase the insurance. I always thought Royal Caribbean was a reputable upstanding organization. They are privy and apart of the scam. This is unacceptable practices and behavior.

  Business Response

  Date: 11/29/2022

  Subject: ******
  
  Case: ******** Booking 8349653
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Its unfortunate that this party incurred additional fees due to a flight cancellation. Please note that flight arrangements can be modified by the airline carrier at any time. As such,these changes are beyond our control being that these decisions will be at their discretion. Additionally, Royal Caribbean Travel Protection is a product thats offered by an independent third party, AON. Royal Caribbean cannot influence how AON processes the claim. Therefore, for any concerns related to the claim, we must ask that **************** contact AON at **************.
  
  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: 11/29/2022

   
  Complaint: 18457400
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/30/2022

  Subject: ******
  
  Case: ******** Booking 8349653
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Flight arrangements modifications are at the airline carriers discretion and can be done at any time. Therefore, the changes made were beyond our control however, we did re-accommodate them on a new flight. Furthermore, Royal Caribbean Travel Protection is a product thats offered by an independent third party, AON. As such, Royal Caribbean cannot sway how AON assesses the claim. That being the case, any concerns related to the outcome must be addressed with them.
  
  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: 11/30/2022

   
  Complaint: 18457400
  
  I am rejecting this response because: ************ was employed by and referred to us by Royal Caribbean. Royal Caribbean bears some responsibility as well as AON Affinity 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:11/23/2022

  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.

  I have been trying to add excursions and packages to my trip for almost a week. I am unable to access my account and all the "reserve" buttons are grayed out. It says to call in and they will help me right away. I began calling on the 16th. I was told they could not access my reservation to add anything. I was first told to call back in 3 hrs. On the 20th, they finally submitted an IT ticket and told me to call back in 72 hrs. I spoke to a supervisor who reduced it to 24 hrs. I called back in 48 hrs with nothing having changed. I was again told to call back in 24 hrs and they would call to follow up with me. I called back and again was told to call back in 24 hrs. I tried calling the Crown and Anchor number and have been told to call back in 2 hrs. They say that they cannot sell me any excursions and packages. They also have stated that if items sell out or if the sale ends before they fix it, there is nothing that they can do for me. Despite not being able to add anything I want to my trip, they keep offering to sell me a $13 brownie that will be in my room when I board. Despite paying the same price as other customers, I have fewer options and am not able to experience the same things or make the same purchases. I have been told that there is nothing they can do. They have told me the only thing I can do is wait. The sale ends in 96 hours and discounts such as the 50% off offerings for Black Friday will return to full price. If that occurs, My costs will increase by almost $700. Reservation # *******

  Business Response

  Date: 11/28/2022

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

  Case: ******** / BK# *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Cruise Planner pre-purchased enhancement prices are subject to change at any time. Therefore, if promotional pricing is not secured when offered, were unable to honor it. As such, while we empathize with Mr. ******** disappointment, we cannot ***** 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: 11/28/2022

   
  Complaint: 18457212
  
  I am rejecting this response because: It is not my fault Royal Caribbean was having computer issues. I attempted online and over the phone to purchase the items multiple times during the posted sale dates. By not allowing me the same options as other passengers, this can only be termed false advertisement or discrimination.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/30/2022

  Subject: *******

  Case:18457212 Booking 2241940
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  While we understand the guests dissatisfaction, its not our normal practice to provide a price adjustment for these matters. As such, were unable to ***** the requested resolution. Additionally, this is a standard policy for all guests.
  
  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: 11/30/2022

   
  Complaint: 18457212
  
  I am rejecting this response because: I have paid the same price as other customers and denied the same experiences or options. Other customers were able to access discounted excursions and add ons. Due to a computer issue on Royals end, myself and the tech support team where unable to access my fully paid reservation to add these items. Despite hours on the phone over the course of a week, the only response was sorry about your luck, call back in 24 hrs.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/23/2022

  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.

  Hello, my name is *************************, I sailed on Royal Caribbean international cruise ship Serenade of the Seas for my honeymoon with my husband on October 29th, 2022. We sailed out of ***** for an 8 day, 7 night cruise supposed to be going to 2 places in ******, ****** and ********, but we did not go to 3/4 islands due to hurricane ****. My card was not on file for the cruise expenses, and they would not issue me my over $800 refund for the excursions I prepaid for that we did not get to go on, they issued my husband a credit that did not even equal the amount we spent on MY card prior to boarding for excursions and the photo package. When leaving we had ***** photos that they said they would put on a USB for us, although there was no where on the ship to check it. We get home and 30 files are on there, 20 inaccessible and another 10 random files, but where are the other ***** that I paid for? I've been calling since November 6th, they tell me every week 3-5 business days to wait, and no one has sent me our photos! I have proof that I bought the $159.99 photo package and they claim I only bought the 20 photo package which is not true, but if it were, I still did not CHOOSE 20 photos, I got 10 random ones and 20 files that were encrypted stating they had 0mg and were not even photo files. When we got on the ship, they downgraded our room which we paid for a balcony suite. We got a small interior room with no windows and 2 twin beds that separated the ENTIRE time. Since we didn't screenshot the details upon booking from THEIR website, they claimed they couldn't give us an itemized receipt of what we paid for, so we had no "proof". I am pregnant. I got food poisoning & both my husband and I got an upper respiratory virus from this cruise. I went down to medical one night asking how much it would be without them letting me know for days after. We get a bill stating over $600 when they prescribed me pills that my gynecologist told me not to take. There is more, but no room!

  Customer Answer

  Date: 11/24/2022

  Here is the proof of payment for the cruise, the details of what we were supposed to get (2 islands stopped in ******, one in ******** and one in ******) & the photo package to which we did not stop at the islands (attached in the previous complaint) and I only got 10 photos of ***** I was supposed to recieve having chosen none of the files on the **** I was mislead to believe they were all put on there and upon leaving the ship, traveling home from ******* to ******* I checked and realized they were infact not all put on there at all. Also I've been calling, they have told me for almost a month every week someone would get back to me in 3-5 business days to send me a link online of our photos and I'm afraid they will delete them from the ship because no one got back to me whatsoever about sending me the photos and this was my first vacation/honeymoon with my husband, the photos meant a lot to me specifically. 

  Business Response

  Date: 12/02/2022

  Subject: ******
  
  Case: ******** Booking 5091062
  
  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 *** have to change a ships itinerary for various reasons. 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 *** 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.
  
  Furthermore, our records indicate that this party booked directly on our consumer website. They reserved a ZI Guarantee as the stateroom which entitles the guest to the lowest interior category available. As such, the stateroom that was supplied was as booked. The Onboard Account shows that we issued credits totaling $497.96 for the pre-purchased tours that were canceled. Because the credits were done while onboard, the funds can only be placed on the credit card listed for their Onboard Account. Physicians and nursing staff are available onboard all Royal Caribbean International ships to assist our guests that *** encounter illness. Should you utilize the facility, a charge will apply. Therefore, reimbursement cannot be granted. Additionally, the guest only purchased a 20 print or digital package. Onboard we offer a promotion that offers you a blank USB however, in this case, they loaded 30 pictures for them. This was more than purchased, so additional photos are not due. For further verification, Ive enclosed a copy of the Cruise Planner purchase summary and cruise documents that include stateroom details plus the **** Considering all these factors, weve satisfied all our obligations related to refunds and purchases.
  
  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:11/23/2022

  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.

  We booked a 10-night cruise in August of 2022 for a cruise sailing the end of April 2023. When we booked this cruise not once did it mention that our deposit was non-refundable. We never received a confirmation via email or mail and only received the attached email when we paid our deposit. You can see nowhere does it mention non-refundable. When we booked our cruise the cruise line had vaccination and testing requirements for Covid-19. Now they have done away with all of those requirements. We have thought for a while about whether or not we still felt safe taking this cruise and as the economy changed we decided not only were we going to be strapped to take this trip but bottom line - we did not feel safe now that these requirements were gone. 5 of those days are at sea and we did not want to be around unvaccinated, untested people for that long. After several attempts to call and email (no emails were responded to) I finally got through to someone today. This is when I learned my deposit of $900 was non-refundable. I would have never booked a cruise almost a year in advance with a non-refundable deposit! Especially with ***** still going on! So I ask if I can change the cruise - maybe we could test out how we felt on a shorter cruise before we are stuck for 10 nights with no vaccination/testing requirements. Sure - I can change it for a fee of $100! The person in the resolution department refused to do anything - that is there policy. Well their policy was testing and vaccination when I booked and now you have changed that. I want my cruise cancelled and my full $900 refunded. The booking process was deceptive with not making it clear my deposit was non-refundable and now they changed policies and because I don't feel safe I have to lose my $900!

  Business Response

  Date: 11/28/2022

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

  Case: 18455257 
  
  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 ************* 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,
  
  Guest Experience Management

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18455257
  
  I am rejecting this response because:

  More information was requested and there was no place to reply.  The confirmation number was included with my original attachment but again it is 2884950.

  Ship is Quantum of the Seas sailing April 28, 2023.

  I look forward to hearing from someone soon.

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

  Business Response

  Date: 11/30/2022

  Subject: ******

  Case:18455257  booking 2884950

  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Health protocols and requirements to sail are continuously changing, which is why when a reservation is booked online there is a section at the bottom of every page titled Important Travel Notice that advises that health and safety protocols, guest conduct rules, and regional travel restrictions vary by ship and destination, and are subject to change without notice. When completing the reservation, all guests also acknowledge that they agree to the Cruise Ticket Contract.
  
  In section 4 of our Cruise Ticket Contract (***) it states that Carriers COVID-19 Policies and Procedures are subject to guidance and directives of established health authorities in the U.S. and other destinations where the Vessel visits, including the *** and other international, national, and local health agencies when the Vessel is within those agencies jurisdiction.Passenger acknowledges that these directives may change from time to time and that Carriers COVID-19 Policies and Procedures may therefore change. Additionally, the reservation was booked directly by the guest on our consumer website. Therefore, she chose the Non-Refundable Deposit program. The terms and conditions of an NRD are detailed at the bottom of the guests information page when finalizing the booking. With that being the case, we must respectfully decline Ms. ******* request for a refund for her non-refundable deposit if she chooses to cancel. 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: 11/30/2022

   
  Complaint: 18455257
  
  I am rejecting this response because:

  Your response is disrespectful and doesn't answer the question as to why I have never received a confirmation nor was informed the deposit was nonrefundable.  I have sailed over 40 times on other cruise lines and the deposit is ALWAYS refundable up until final payment.  This cruise was no special deal! In fact the same cruise is the same price today!  There was no notification in the email that the deposit was non refundable nor did the promotion mention it.  I would have NEVER booked a cruise almost a year in advance with a nonrefundable deposit!  Especially with the fact that health situations may change!  That's fine....I will simply never sail or recommend your cruise line.  I will continue to sail on ****** where they are VERY clear on their policies and don't try to scam their passengers.  We have sailed twice on RCCL and we're really looking forward to this cruise but changes with your policy and the economy have simply put this cruise out of reach.  And judging by your response your could care less about your passengers.  I will call when I don't have to wait on hold for 2 hours to pay my $100 and change my cruise to a shorter one.  Which will also be my LAST cruise on RCCL! My friends are diamond members of your cruise line and we're shocked that I am getting the responses I have! They are now second guessing their future cruises with your company.  I will continue to fight! I am not alone as my comments on your posts on ******** have proven I am not the only one you have scammed! You have an opportunity to make it right but instead chose to be money hungry and lose future customers in an industry that is already suffering.   By the way....still waiting on someone to respond to my email request sent over 2 weeks ago and also still waiting to receive a confirmation from this nightmare cruise booked in August! You guys really have gone downhill in your service! 

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

• Initial Complaint

  Date:11/22/2022

  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.

  Royal Caribbean Cruises has a sale on cruises and extras for your cruise this past weekend (11/18-20 approximately). Their system collapsed. The website didnt work, couldnt get through on the phones. After spending 3+ hrs trying to get through the phone on Friday and the website and app constantly acting up, I got through on Sunday 11/20 on the web and purchased 4 excursions for our cruise in May 2023). Everything looked good, then I get the receipt in my email and the total is higher and one of the excursions is more expensive. I went back in to the site to look up the price and sure enough I was charged $10 more per person. I took screenshots of this stuff less than 30 min since I got my receipt. I filled out a customer form on the web (tried the phone web but it wouldnt do anything but give me an error when I tried to submit). I contacted them through FB messenger as some FB posts they were replying to people to do that who had their cards charged upwards of 10 times with no record of purchase on their cruise record! No reply to any of these things. Monday I call and am told ***** min wait but I could get a call back. I opted for that. Over an hour and half later, I get notice that they went right to VM and no record of their phone call at all! Today I call and get right through. The lady tells me the ONLY option for their debacle is to cancel my reservation for the mid charged by them excursion, and repurchase it. Now I have no extra money to wait this holiday week for the refund to return to my bank. It could be up to a 3 week hold! There is no guarantee once the funds are back that the price would be the same or that their site wouldnt mess it up again. This is not me buying then wanting the better price that shows up 3 months later. This is your glitchy/dysfunctional system and you should fix it by honoring the advertised price, not a bait and switch! Credit my card $20 or give me cruise credit. This is your system error! Fix it.

  Business Response

  Date: 11/25/2022

  Subject: ******
  
  Case: ******** Booking 4688852
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  It's unfortunate that the guest encountered a technical issue with the Cruise Planner site. Pre-purchase enhancement prices are subject to change at any time. Therefore, if promotional pricing was not secured or obtained upon purchase, were unable to adjust the cost. Therefore, were unable to honor the requested resolution. As such, *************** must cancel the items in question and rebook them to take advantage of any promotional offer we may have available. 
  
  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: 11/28/2022

   
  Complaint: 18454163
  
  I am rejecting this response because: This was not subject to there being a price change. This was subject to your system charging me incorrectly. The price was the same when I put the items in my cart as it was less than 30 minutes after I checked out. I did not grab a screenshot before because I figured your system could manage running a transaction without changing the price on me as it charged my card! You fraudulently charged me extra than was displayed before AND after my transaction! It isnt my responsibility to cancel my transaction (how can you guarantee you do that right?) and rebook (again how can I be sure it wont be wrong again PLUS the prices have likely changed again as I know they do fluctuate?) hoping your system doesnt glitch AGAIN! All the BBB has to do is look at social media posts of this weekend in question to see the thousands of people who had troubles with your site, who had multiple problems with your point of sale system! This is NOT my problem, this is a RC problem with a faulty system and your solution is not acceptable! Maybe the *** or *** should look into your bait and switch tactics and your faulty POS system. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/30/2022

  Subject: ******
  
  Case: ******** Booking 4688852
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  While we understand that **************** is dissatisfied with the resolution given, its not our normal practice to ***** billing adjustments for these issues. As such, were unable to amend the cost paid. Additionally, should there be a promotional price available at a later date, the guest must cancel the order and rebook it at the prevailing rate in order to take advantage of it.
  
  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: 11/30/2022

   
  Complaint: 18454163
  
  I am rejecting this response because:
  

  To repeat myself, this problem is at the hands of their computer systems which falsely billed my credit card more than the price that was originally in the cart AND the price is STILL evident less than 30 min after I realized my card was billed more than it should have been  Their system was faulty as is evident from the THOUSANDS of customer complaints all that weekend, this wasnt just a it went on sale later, I want a price adjustment issue (which by the way they are perfectly capable of price adjusting a cruise fare without jumping through hoops, why cant their system price adjust this due to their faulty and bait and switch computer errors now)? You really want to lose business over not doing the right thing for YOUR errors? Because lack of a $20 price adjustment is going to lead my party to not make additional purchases of things onboard as there is enough in our cruise fare to not need extras and we wont be visiting the future cruise desk as we dont want to travel with a company who cant manage to do the right thing. Its good to know that all you care about as a business is keeping money that is rightfully not yours. We cant cancel this cruise because we had pandemic cruise credits and I would lose THAT money if not booked by July 23. Again, keeping peoples money. It just shows though what you are willing to miss out on over not refunding someone $20 for YOUR error! 

  BBB needs to completely trash your rating as you never do whats right for the customer, you make it our problem that your system (like Ticketmaster) fails to work properly! Again, the *** and the *** should investigate your practices  
  

   

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

• Initial Complaint

  Date:11/22/2022

  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.

  Cruise reservation # ******* was canceled due to weather in June 2022 I purchased the insurance and to date have still not received monies for flight thru the Air2Sea program I sent multiple emails and spoke with multiple persons by phone I spoke with someone on 11/9/2022 who assured me my refund had been approved and that my credit card would be credited **** business days for the total amount $338.90 As recently as today when I called I was told it would be at least another 30 more days to be processed I filed this complaint as a last resort on getting my refund

  Business Response

  Date: 11/25/2022

  Subject: ***************************
  
  Case:18453813 Booking # *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  It's unfortunate that the guests experienced a delay with reimbursement. Due to a technical issue the refund was not processed, and we are working diligently with our ********************* to expedite it as fast as we can. We appreciated the continues patience.     
  
  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: 18453813
  
  I am rejecting this response because: I purchased the insurance with the understanding that I would reimbursed in a timely manner. It has been since June 2022 and each time a call I am given a different excuse each time always asking for more patience. The last time I called right before submitting this complaint to BBB they told me another 30 days. I dont understand what the issue is.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/07/2022

  Subject: ******
  
  Case: ******** Booking 1926090
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  The Royal Caribbean Travel Protection is a product thats offered by an independent third party, AON. As such, they are not affiliated with or involved in the air reimbursement process on our end. Furthermore, this matter was already escalated to our Air2Sea ********************* to finalize payment as soon as possible for the guest.Therefore, while we empathize with Ms. ******* frustration, were unable to complete the refund sooner. We can assure you that were working diligently to rectify the issue and appreciate the guests continuous patience.
  
  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:11/22/2022

  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 07/04/2022, I purchased 2 balcony rooms on the Royal Caribbean website for 6 people (3 in each room). I paid $727.75 for reservation # ******* and $1,035.75 for reservation # *******. Upon arriving at the cruise ship on 10/31/2022, we found out that they double booked the room for reservation # ******* and that they had all 6 people in one room (3 adults, 2 kids). It took hours for us to get situated where we could not get ready/enjoy our first day because we had to wait for guest services. They finally found a small interior room that could only accommodate 2 people. Mind you, I had 2 of my daughters and my aunt (who is not from here and does not understand what is going on). Also, the new muster station they were assigned to was not the same as ours and no one took us and showed us where the new station was located, we had to walk around to look for it ourselves. If something would have happened, they would not have known where to go. And I would be separated from my kids. That is unacceptable from a mother's perspective. I specifically paid for the extra money so they could be right next to us. I paid a lot of money for that balcony room and wasted a day waiting for someone to figure everything out. This was our first cruise, and we were very disappointed. The guest services office I spoke to said there was nothing she could do and to contact Royal Caribbean when I got back. She offered us lunch at one of their restaurants (****** Rockets), which I thought was a friendly gesture to show how sorry she was, not to compensate us for the difference in room. Upon talking to someone on the Royal Caribbean ******** Messenger on 11/8/2022, the person I spoke to said that we were compensated for the room. I don't believe $23 worth of food is enough compensation for the changes in room size and inconvenience and safety issues we had. As of today, I have not heard back from Royal Caribbean since 11/8/2022. I did not get what I paid for, I am requesting a full refund.

  Business Response

  Date: 11/25/2022

  Subject: *****
  
  Case: ******** Bookings ******* & 4464870
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  It's unfortunate that this party was dissatisfied with their cruise experience. According to our records, the reservations were reserved directly by the guest via our consumer website. We also show that the guest booked ********************************************. The stateroom in question only occupies 4 guests and can accommodate a crib. Additionally, this information reflects on the booking invoices provided by **************. As such, there wasnt a service failure on our part. Our onboard staff considered the difficulty they faced and provided a goodwill gesture for this party. In light of these factors, we cannot 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: 11/28/2022

   
  Complaint: 18452646
  
  I am rejecting this response because: I did not purchase 1 Balcony room, I purchased 2 Balcony room for 6 people (3 in each room). If I only purchased 1, why did I get charged $1,763.50? I have attached a printout of the invoices that clearly states Stateroom 1 and Stateroom 2 with the amount for each room, printed right after I made the reservation. Along with the backup invoices after I paid the remaining balances for each stateroom. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/30/2022

  Subject: *****
  
  Case: ******** Bookings ******* & 4464870
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  While we can appreciate ************** providing additional documentation, the fact remains that only 1 stateroom was reserved. Although her payment statement states she has 2 staterooms, it was only 1 room with all 6 guests. The invoices presented by the guest reflect stateroom **** on both. Additionally, when a stateroom is booked with more than 4 passengers names, it generates 2 booking numbers because the system only allows 4 names per booking.
  
  Furthermore, our staff did accommodate them with another stateroom to ensure they all had a room even though this was not our error. Therefore, we did our due diligence to assist with this matter and compensation cannot be granted.  
  
  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: 11/30/2022

   
  Complaint: 18452646
  
  I am rejecting this response because: I do not accept your response. The fact that I paid for 2 Balcony rooms clearly says that on the attachment I provided. Why would you put 6 people in 1 stateroom when it is only up to 4 people. It is an error on your part, not mine. And the stateroom you provided was not what I paid for. It clearly states on the attached for 2, not for 1. When I went to your website to purchase, I choose 2 connecting rooms, **** and ****, which is what I paid for. I'm sorry, but this matter is not resolved, I did not get what I paid for. 
  
  Sincerely,
  
  *******************************