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

  14700 Caribbean Way Miramar, FL 33027-4161

• 

  Royal Caribbean Group

  1080 Port Blvd Miami, FL 33132

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:11/21/2022

  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.

  Booking ID: ******* Sailing Date: 1/22/23 on Allure To Whom it May ********** booked our cruise and excursions early so that we could get the early bird discount. We were going to wait on the excursions but didn't want to have them fill up and miss out. The representative on the phone that sold us the cruise misrepresented the cruise discounts and the ship itself. The member of your staff said the ship had been retrofitted with the tallest water slide only to find out that was untrue. Then the staff member encouraged us to book the excursions and then call during black Friday sales and they would refund us the difference. I called today and was told this was false and that since I had already paid that nothing was going to be done for me. I am highly disappointed in the false representation from staff at Royal Caribbean, and I know the phone call can be listened to so that it can be verified that what I am saying is the truth. I would like a refund of what I am owed but the customer representative today on the phone said that nothing can be done since I am paid in full. Please help and when you try to contact Royal Caribbean via online messaging it won't let you send anything. Thank you ******* and ***********************

  Business Response

  Date: 11/25/2022

  Subject: ****
  
  Case: ******** Booking 1319589
  
  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 is dissatisfied with the ship selection. Upon further investigation, of the telephone communication, we can confirm that ************ wasnt misadvised. We also show that she spoke to our Resolutions team on 11/21/22 and addressed this matter. Our staff reviewed the issue with her and explained that compensation wasnt possible. Additionally, Pre-purchase 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, the requested resolution 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: 11/28/2022

   
  Complaint: 18447837
  
  I am rejecting this response because:

  When I initially booked the cruise I was promised by the sales representative that I could purchase the excursions now and then when black Friday came around I could be refunded the difference. When I called in November to get discount they refused to honor it. When I initially booked cruise I was promised an upgraded boat but that was also false as tallest water slide was not on it. I can assure you that conversation was recorded. I should get the price difference as discount and amenities are not on the boat.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/30/2022

  ISubject: ****
  
  Case: ******** Booking 1319589
  
  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 resolution, its not our normal practice to provide price adjustments for these matters. Therefore, we cannot ***** any form of compensation for ************** concerns.
  
  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: 18447837
  
  I am rejecting this response because: I am only asking for what I was promised and that is the price adjustment for the excursions that I purchased with the promise that I could be refunded the amount during black Friday sales. Royal Caribbean is participating in false advertising by promising something to get the sale and then not following through with that promise. The sales representative that sold me the cruise assured me I could get the price difference back and I know that phone call was recorded, but they continue to refuse to listen to it. I was also sold on the fact the ship had been remolded and had the tallest water slide on the sea and only after I made the purchase and paid for it in full did, I learn the ship had never been remolded and did not have the amenities that I was promised. I have younger children and they were looking forwarded to that feature. I do not want to cancel the cruise I just want what was promised to me and it may not be their policy to price adjust but since the sales representative sold me that promise it should be kept by the company and their staff retrained. If they don't follow through with what was advertised to me, I believe their Better Business Buero should reflect that on their rating, and I don't want to get legal involved because this matter is a simple one to resolve and that is give me what I was promised. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/21/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was going to purchase the drink package for my cruise in Januart 2023. I logged in the system on the 18th and the price was $62.99 per person per day. The website crashed and was offline for hours that day. When it was back online the price now showing was $72.99. This is a large difference for 2 people on a 7 day cruise. I called and they said they would not honor the prices and could do anything about their system being down. I think they took down there website on purpose and raised the prices. This is not right!

  Business Response

  Date: 11/22/2022

  Subject: ******
  
  Case: ******** Booking 7295136
  
  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 a technical issue occurred with our Cruise Planner site. Additionally, pre-purchase 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: 11/23/2022

   
  Complaint: 18444233
  
  I am rejecting this response because: The screenshot indicates the price I tried to purchase the drink package. The website was down and I couldn't purchase it. When the website was back online the price was $10 more.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/25/2022

  Subject: ***********************
  
  Case: ******** Booking # *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Pre-purchase 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: 11/29/2022

   
  Complaint: 18444233
  
  I am rejecting this response because:

  Again I couldn't check out for that price because the system was down. When you fixed your system it showed the higher price at $72.99. It's sad you won't honor the $62.99 price or provide my cabin the credit of the difference. I would have purchased it if YOUR system let me. Of course you claim your prices can change at anytime to protect your company from this situation. This is shady business and you should do what is right.

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

• Initial Complaint

  Date:11/20/2022

  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.

  My wife and I had booked a cruise to ******/********* (Cruise ID *******) in June, 2022. The cruise originally included 2 days at Maui, **. This purchase also included *** travel Insurance. For some reason, Royal Caribbean changed the itinerary to remove 1 day in Maui and replaced it with an additional day at sea. This impacted our plans as we had 2 days of offshore activities booked in Maui.After contacting Royal Caribbean in late July, the representative indicated that I should file a claim with *** under the "NO REASON" guidelines, to recover 90% of the cruise fare as a future credit. A claim was submitted to *** (No. *********) to recover 90% of the fare as future cruise credits.After waiting over 3 months, I had finally received a letter from *** that a change in itinerary does not fall under a "No Reason" claim, even after the agent at Royal Caribbean indicated this would produce the 90% future cruise credit. The claim was denied and indicates I have lost any ability to recover the cruise credit (even though I was instructed to follow this course).This claim is to revisit booking ID *******, and *** claim ********, to resolve and issue the future cruise credits. A change in itinerary occurred (either July 6 or 7) to remove the day in Maui, which changed our decision to take the trip. This should fall under "No Reason" as per the *** and Royal Caribbean policy. A separate complaint was also filed for *** regarding this matter.Desired resolution - issue 90% future cruise credits as per the information given to me by a Royal Caribbean agent, and the claim filed through ***.

  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.
  
  Were sorry that this party encountered some issues with AON. For us to review Mr. ******** concern, we would like to request a copy of the letter ****************** received from *** denying his claim, once we received this information, we will review his request.   
  
  Thank you for bringing this matter to our attention. in the meantime, we apologize for the inconvenience, and we await receipt of the item(s)requested.
  
  
  Sincerely,
  
  Guest Experience Management

  Customer Answer

  Date: 12/05/2022

   
  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:11/20/2022

  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.

  RC was running their pre-sale for Black Friday. I attempted to purchase a beverage package being offered at 35% off. The pricing was $62.99 per person per day for a total of about $850. I was unable to complete my purchase because the site crashed. I called RC, was told they were aware of the issue and it was being fixed. Not to worry because the sale would be extended and all pricing honored. After about 8 hours the site was restored. However the sale was now buy one get one 50% off, $72.99 a day. About a $160 increase of the cruise of my trip. I contacted RC to ask get the correct pricing and was told they would not be honoring the lower pricing because the price is subject to change at anytime. My issue is I attempted to purchase it at the lower price but because of a technical issue the company had I was unable to complete my purchase. Then I was told upon contacting the company on the phone was told the pricing would be honored. So it should be honored.

  Business Response

  Date: 11/22/2022

  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 Ms. ****** 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: 11/23/2022

   
  Complaint: 18442185
  
  I am rejecting this response because I attempted to complete the purchase at the time the pricing was offered. However, RC's website crashed. That is not my fault and this made it impossible to complete the purchase at the pricing offered. I called and was told a representative could not help me purchase either because their system was down too. I was told not to worry because all pricing would be honored once the system came back online. I checked all through out the day for the website to come back online. Approximately 10 hours after my attempts to complete the purchase, the website was back up and running.  Too my astonishment, the pricing had changed and they were no longer offering the sale pricing. The pricing needs to be honored because RC is completely to blame for me not being able to purchase the items at the lower pricing. Additionally, the company's employee told me the pricing would be honored when the website functions returned. This was not the case. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/25/2022

  Sub Subject: ***********************
  
  Case: ******** Booking *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We're sorry to learn that ************** is not happy with our response. Please be advised that 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 ************** s 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: 11/29/2022

   
  Complaint: 18442185
  
  I am rejecting this response because it is not my fault I was unable to secure the purchase. Royal Caribbean is at fault because their system crashed in response to the sale. How does Royal Caribbean expect someone to complete a purchase an item at the lower price if Royal Caribbean does not have an option available for the consumer to purchase the item? I would like an explanation on how I was supposed to complete the purchase when Royal Caribbean's website crashed... I attempted to purchase the item at the lower price and when checking out  the site crashed. I attempted on the app and it was not working.  I called to purchase and was told their system was down and to attempt to purchase the item later when the system was back up. The company told me the price would be honored. Why would I be told that, if there was no intention of actually honoring it? 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/19/2022

  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.

  Date: 20 Nov 2022 I have been trying to contact the *************************** desk for more than three days and have been put on hold for one hour on more than 6 occasions. On two occasions the hold was about two hours before I was told it was now out of business hours and then the call disconnected.Today, I have been transferred to the survey while talking to ********** **************** desk 3x. This was after being on hold for more than an hour each time. When I finally connected, I even gave my phone number to call me back in case of disconnection and still received no return call. This is TERRIBLE customer service!!I have organised a ******************** of different couples to come on the cruise with us and I am genuinely regretting it if this is indicative of the level of service we can expect on the cruise. Especially since we were trying to purchase dining at a special venue for friends who are travelling with us which cannot be done on the site unless you are dining with them This is in addition to a customer service agent already having cancelled our purchased beverage package after telling us that it would be cheaper and it turning out to be more expensive not cheaper.

  Business Response

  Date: 12/15/2022

  Subject: ********
  
  Case: ******** Bookings ******** & 1211387
  
  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 best to address each guest's concerns in a timely manner. As a returning guest, his perspective is extremely important and helps greatly as a method of measuring our performance. Therefore, his comments have been documented and forwarded to our operational teams for internal review.
  
  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: 12/15/2022

   
  Complaint: 18441597
  
  I am rejecting this response because the delay imposed a financial penalty with me having to pay more for the meal irrespective of the hours of valuable time wasted. Simply brushing it off as valuable feedback demonstrates a lack of concern and a deplorable lack of willingness to remediate the issue

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

  Business Response

  Date: 12/16/2022

  Subject: ********
  
  Case: ******** Bookings ******* & 1211387
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  While we understand the guest is dissatisfied with the outcome,were unable to grant ************ for this matter. Nevertheless, ************************ assessment of this issue has been properly documented for our operational teams. This will ensure that we work on the area that our guests feel is most needed.
  
  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:11/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They advertised a sale for black friday discounted add ons for their cruises. One of those was off a beverage package being 63 per day per person. They had technical difficulties and not the price is not being honored even when waiting on hold 3 plus hours and speaking to supervisor.

  Business Response

  Date: 11/22/2022

  Subject: *********
  
  Case: ******** Booking 849426
  
  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 Ms. ********** 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: 11/23/2022

   
  Complaint: 18439848
  
  I am rejecting this response because: when they did offer that pricing, I couldnt secure it because their website broke and was broke for about 72 hours. I also waited on hold for a total of four hours on Saturday if you go to your ******** page under sale Post people said theyve been waiting on hold for six hours. So I did try to secure it and the website wasnt working and your customer service wasnt able to get a hold of.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/25/2022

  Sub Subject: ***********************************
  
  Case: ******** Booking #******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We're sorry to learn that ********************** is not happy with our response. Please be advised that 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 Ms.********** *************** 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

• Initial Complaint

  Date:11/19/2022

  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 have engaged the assistance of my ********************************************* see my correspondence below. They pointed me to file a BBB complaint and they will follow up:***************************, ******************* *********************************************************** **-11 ***************************************************************** **************, **********.house.gov From: ***************************** <********************>Sent: Friday, October 14, 2022 4:41 PM To: **************************** <******************************************>Cc: ***************************** <********************>Subject: ******* and ************************* - Issue with Royal Caribbean Dear ********,Royal Caribbean 1. On 2/7/2022 my husband and I purchased a ticket for a cabin with Royal Caribbean for a retirement, once in a lifetime trip to ***** and ******. Covid hit us hard and we needed to plan a getaway. My brother and his wife are also on the same ship and we're planning it together. I reserved a category "Ocean View with Balcony" room on Brilliance of the Seas sailing 5/15/2023 through 5/21/2023. I paid a $500 hold fee and insurance, and chose room #**** 2. On 7/27/2022 I received an email from Royal Caribbean that said they changed my boat and the new one, called Enchantment of the Sea is smaller. They gave me three choices of 1- Stay on this new ship and there was nothing I had to do - they would take care of providing a new room for me at the same cruise fare and provide a $50 credit. This is the option I chose and was waiting for further instruction from Royal Caribbean, per their email, on which new room I would have. 2 - Re-book with a different itinerary - which I declined. 3 - Cancel the entire cruise and get a full refund - I declined. The email stated I would hear from them no later than 8/16/2022 on my new room.3. By the end of August I heard nothing from them and checked my reservation online. They had changed my room to a subpar, beneath the waterline room with no view or balcony. My brother got a better room at the same price. I emailed them for an update and heard nothing.4. On 9/7/2022 I called and spoke with ******, who said they hadn't heard from me and therefore moved me to the worse room. I told them I had not received any email or letter and then he said it looked like they lost my email address. He apologized and then was transferred to **** in the ***************** Very nice but said there were no rooms at my category and that I have to wait ***** business days to see if someone cancelled. 5. On 10/12/2022 I called again and spoke with a very ***************** in the **************** after holding for an hour and a half. He told me there were no rooms at my category and I requested they give me a better room at the same price. He told me they would not do that and I was pretty much stuck with what I had. I am writing to ask for your assistance with contacting Royal Caribbean to investigate their business practices. I don't know how they can get away with treating people like that and since this is a joint trip with my brother and his wife, we were very excited to be together on this vacation. Now I refuse to accept a room below the water level and pay the same rate - it's unethical for them to treat us that way. Would it be possible for your office to conduct an investigation for us? My Reservation is # ******* and it's now Enchantment of the Seas.

  Business Response

  Date: 11/22/2022

  Subject: *******
  
  Case: ******** Booking 8761198
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Were sorry to learn of the guests disappointment with their accommodations. Unfortunately, we dont have any other available staterooms in order to make the change. Therefore, while we empathize with Ms. ******** dissatisfaction, were unable to ***** the requested resolution. Additionally, this party had other options but chose to sail on this voyage with the parameters we set. Considering the inconvenience, weve added $100.00 Onboard Credit to the booking. Please review the booking invoice enclosed in this communication which reflects the credit.
  
  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: 11/23/2022

   
  Complaint: 18439622
  
  I am rejecting this response because: as I clearly outlined in my complaint, Royal Caribbean offered me a lower class room than what I originally booked. This is not ethical business practice to change my booked ship, offer me a lower class option, then say they have offered me equal opportunity. They never informed me of the change in August as their own customer service staff said they didn't send me an email. I have filed a complaint with the *** and my congressman is following up with both BBB and *** to ensure I receive satisfaction. If Royal Caribbean continues to refuse to offer me an equal ********** on the floor I originally booked or better at the same cost, then my congressman will intercede on my behalf. I refuse to move from the room and level I booked with a balcony and ocean view, to a room almost below the water line with no balcony. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/25/2022

  Subject: *******  *******
  
  Case: ******** Booking # *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Please be advise that unfortunately, we dont have any other available staterooms in order to make the change, this information was provided to *******************. Therefore, while we empathize with the guests dissatisfaction,were unable to ***** the requested resolution. Additionally, this party had other options but chose to sail on this voyage with the parameters we set.
  

  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: 18439622
  
  I am rejecting this response because: they did not offer me any other alternative but a lower class room. Please see pictures of rooms showing the one I first booked and the one they gave me - of which I received zero communication and did not get informed of any other offers. I don't see how they can say I accepted the lower class room when I never received any notification. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cruise under a travel agency, paying royal caribbean a 200$ deposit (was never made aware by royal or the travel agency if it was refundable or not) on the Mariner of the Seas(5441005) January 2, 2023. My travel partner opted out and I'm not able to sail by myself due to my age. I advised the travel agency to cancel my booking and move the 200$ to a different cruise, on the Wonder of the Seas 1/29/2023 (*******), that we had already booked, just not paid in full. I was told by the travel agency that "royal is sticking to the terms of the rate code" so I contacted royal directly through ******** messenger. An employee by the name of "***" was very rude and had no customer service skills when speaking to me. He said the same thing. I am a Diamond Plus member. I cruise a lot on Royal Caribbean and I spend a lot of money while onboard. All I'm asking for is either a refund of the 200$ (which is a lot of money to just literally throw away for me), or an onboard credit for my Wonder of the Seas cruise which has already been paid in full (past final payment date). I really don't want this incident to prevent me from ever taking me or my kids on another cruise with royal again.

  Business Response

  Date: 11/21/2022

  Subject: ****
  
  Case: ******** Bookings ******* & 8926502
  
  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 may have not been properly advised about the deposit policy. According to our records, the booking was reserved with our Non-Refundable Deposit promotion.Per the guidelines, if any changes arise such as cancelation, a $100.00 per person fee would apply. This information was also stated on the booking invoice sent to the travel advisor and the guest on 9/30/2022. As such, were unable to grant ************ a refund or an Onboard Credit.
  
  Additionally, the travel agency is an independent entity chosen by the guest to manage the reservation. The travel partner acts as the liaison for the guests and their sailing needs. We are not responsible for the services provided by the travel agent. Furthermore, this information is stated in the Cruise Ticket Contract. Considering these facts, we must ask that the guest speak with the travel agency for further assistance with his concern.
  
  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: 11/24/2022

   
  Complaint: 18438687
  
  I am rejecting this response because: The travel agency no longer works with me. I also have sailed 15+ cruises with this company and I won't sail any more if this doesn't get resolved.

  Losing a valued guest over a measly 200$ out of your billion-dollar company? Cmon, this why Carnival continues to rise to the top in customer service. Fix this in any way possible or consider my future business with Royal Caribbean Group (including Celebrity cruise-line) to be non-existent. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/28/2022

  Subject: ***************************
  Case: ******** Booking#s ******* & 8926502
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Our company prides itself on being customer service oriented, and we are prepared to do whatever we believe is fair and reasonable to help resolve a situation. After a careful review of this case and as loyal member of our Crown & Anchor Society, we would like to offer an onboard credit in the amount of $200.00 USD total to be apply to any future sailing. If you provide us with a new reservation number, we will be happy to apply it to your future reservation.  Thank you for your assistance. We await further reply.

  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

   
  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.

   

  The booking number is ******* for the Wonder reservation! Thank you
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/18/2022

  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.

  Black Friday sales were listed online showing the deluxe beverage package for $65.99 plus gratuities. Went to add to cart and bait and switch with the price changing to $75.99 plus gratuities then the website went down for maintenance. After being on hold for over 2 hours I was told they arent honoring the other price which I saw and told them about. They get you to click it and advertise it and then take the site down to change it. Total crap! I spoke with ***** and then **** and neither would help me. Had to pay the higher price and Im completely frustrated and unhappy. Had to pay an extra $82.54 for each of us so an extra $165.08 over their advertised price. Unacceptable! I was told at the price changes between now and the next week I can call back again. But I already waited two hours on the phone for the advertised price. Whos to say they dont bait and switch it again. Reservation numbers: ******* and *******. Nov 28 sailing.

  Business Response

  Date: 11/22/2022

  Subject: *****************************  
  
  Case: ******** / BK# ******* and 3938559
  
  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 Ms. ********** 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: 11/23/2022

   
  Complaint: 18436537
  
  I am rejecting this response because: this was the price advertised for Black Friday sales. They then took down their website for hours and the same sale came up with a different price. Thats not changing promotions that is literally offering one price then changing it by taking down your website because it appears your company made the wrong price on the ad. The sale was literally changed to a higher price after offered to me and after you took the website down so we couldnt get it at the price offered. Thats super shady!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/29/2022

  Subject: *********
  
  Case: ******** Bookings ******* & 3938559
  
  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 there was a technical issue with our Cruise Planner site.While we appreciate Ms. ********** candid feedback, the fact remains that pricing for pre-purchased enhancements is subject to change at any time. Therefore, if the offer is not secured, we cannot price protect it. That being said, were unable to provide a 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: 11/30/2022

   
  Complaint: 18436537
  
  I am rejecting this response because: the website was clearly taken down for 4 hours as the customer representative told me on the phone. Which is why I had to wait 2 hours on hold to speak with someone. So this isnt true once again. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/18/2022

  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.

  Royal Caribbean Mediterranean cruise 9/15-9/23 We paid $1778.76 + $2500 upgrade (9/8) =$4278.76 for a junior suite on the 8th floor. On Sept 20 I tested positive for covid and was taken out of our room and quarantined in a small 2 x 4 room on 3rd floor. On Sept 22 my husband tested positive and was quarantined as well. We were told that we would receive credit for the days we were quarantined however that did not happen. Note we were moved from a suite with balcony to a small room with no balcony or fresh air, no access to any of the benefits of a cruise ship like entertainment, restaurants etc. We had a limited room service that was cold when arrived. They were considering the refund based on the daily rate on $1778 instead of the $4278! Our friend received their full refund based on their total fee but because we upgraded we don't get a refund based on our full fee? I spent hours on the phone with customer relations to no avail. Then I wrote a letter to the president and still haven't received any refund, not even based on the lower rate!

  Business Response

  Date: 11/21/2022

  Subject: Sergi
  
  Case: ******** Booking 8972224
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Per our onboard COVID isolation refund parameters, prorated reimbursement is solely based on the cruise fare paid on the booking. Additionally, 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. If approved and accepted, a separate fee is charged to the guest. As such, we will only issue the prorated cruise fare refund for each guests number of days in isolation. Therefore, the accurate amount of $380.12 has been requested for reimbursement. Processing to the credit card on file *** take up to **** business days however, were working diligently to expedite the payment. Out of fairness to all guests, no individual exceptions can be granted.
  
  Furthermore, when a guest books a cruise, they are agreeing to abide by the Cruise Ticket Contract. In section 4 of our Cruise Ticket Contract (CTC) 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.
  
  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: 11/23/2022

   
  Complaint: 18417149
  
  I am rejecting this response because:

  They should have had us sign a notice that the additional upgrade would not count towards the cruise fare. We might not have upgraded then. Obviously this Covid situation has changed protocols but they need to be explained to customers. First of all we didn't know if we get covid we are removed from our room and downgraded and quarantined.  They reduced their Covid protocols putting everyone at risk. Had we known this before hand we might not have taken the cruise. Then when I asked customer relations on the ship if we get reimbursed for the time we were not in our paid for upgraded room I was told yes, it will be prorated. No one mentioned that it would be prorated only on the original lower cruise fare, that we are out of luck with regard to the additional $2500 we paid. Communication to customers is important when running a business. I really don't understand why the upgrade wouldn't be included in the cruise fare when I paid it to the cruise line. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/25/2022

  Subject: Sergi
  
  Case: ******** Booking 8972224
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  While we can appreciate **************** candid feedback, the fact remains that this is a standard policy for all guests. Additionally, the health and safety of our guests and crew have always been and will continue to be our highest priority. We have partnered with others in the Cruise Lines International Association, the **** and international government and health authorities in order to develop comprehensive protocols to help curb the spread of Covid-19 while onboard. This includes a multilayer plan that is put in place should anyone onboard test positive for covid-19 that includes isolation and contact tracing to identify those who were in close contact with the individual who tested positive and taking all appropriate action. Therefore, we cannot honor the requested resolution.
  
  Furthermore, when guests book a cruise, they agree to abide by our Cruise Ticket Contract. In section 4 of our Cruise Ticket Contract (CTC) 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.
  
  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: 18417149
  
  I am rejecting this response because:

  I want to know where does it state that it is standard policy to not consider the upgrade as part of the cruise fare? All I ask is that I see where I agreed to that policy.

  
  For the record you did not do thorough covid tracing. When the husband of a couple we dined with got covid, you should have required the wife to wear a mask but you didn't. Three days later she got covid then three days later I got it. She caught it from him then I caught it from her. 
  

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