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:11/17/2022

  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.

  Normally I would give Royal Caribbean *********. But this time there has been something to complain about. We booked airplane seats through royal caribbean since I have a great fear of flying. When we arrived at the airport, we had not been given the seats we paid for. Not a good start to the honeymoon. Same problem on the way home again. The airline could not find any reservation for us. then we didn't get seats 5e and 5f, which we were supposed to have both ways and had paid for. Had a panic attack and struggled to get on the plane. Terrible experience. We have tried to write to royal caribbean several times to get the money back for the plane seats, but they have not responded. Very disappointed.We paid 8 sept. 876 NOK.We paid and and never got the documentation.

  Business Response

  Date: 11/18/2022

  Subject: Ravnevand Mykkeltvedt
  
  Case: ******** Booking 5900404
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  According to our records, this reservation is managed by our international office in ****. As such, were unable to address this matter for the guest as we do not oversee concerns for that market on our end.Therefore, for the guest to obtain assistance, he must email their office at **************************** Mr. ********************* can also reach them by dialing 47 22513790.
  
  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:11/16/2022

  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 purchased my cruise and *** Package for my husband and myself a year and a half ago. Today Nov 16th I go to check in. They emailed it was time. My son is joining us. I checked him in first. Picture of passport, a selfie and your address and emergency contact . Tried myself and husband, kept getting errors. Two hours later I get email my beverage package and I internet package was cancelled. I did not cancel it. After two hours of service people I was told it was ** my birthday was mixed up with my sons. I said oh good ok so obviously you can fix this? Im not 18, Im 46. They say no it was my mistake. I never entered a birthdate it was our passports. There is no mistake. It was a glitch I lost my internet package. I just want my internet for 5 days back now, never cruised before and already hate it.

  Business Response

  Date: 11/17/2022

  Subject: *******
  
  Case: ******** Booking 9803349
  
  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 an issue with her pre-purchased enhancements. Our records indicate that she reached out to our *********** team today regarding this matter. Due to the circumstances, we provided this party a $200.00 Onboard Credit for the inconvenience to assist with repurchasing the items. As such, an amicable resolution was given, and no further action is required.
  
  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:11/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were checked in for the transatlantic ship from ****, ***** to ******* ready to go. Got to the Port and we were told right at embarkation we could not go in. After a few waiting there, guys from the ship came and said they didn't have "the whole picture but unfortunately we were not allowed to go on the ship for security reasons". . They just knew we couldn't go on the ship. Handed us a piece of paper saying the same thing and to call the phone number on the letter. Well, we are in ***** with no way of calling a ph# from ******* or to figure out what the heck we can do on a total foreign country where we don't speak the language or know where we are! We came from ******* to **** to catch this ship and did not get a round trip airline ticket because we are supposed to be on that ship going back home!! I got an email stating "your sailing had been cancelled due to claims of fraud on your payment(s) on your reservation. This doesn't make no sense what so ever! If there was an issue in any of the transactions right after the payment you had ENOUGH time to make me aware of it and not to wait until last minute for this to happened. My sister and I were able to check in and continue with all the process as if there was absolutely nothing to worry about and continue getting your "Welcome Aboard" emails and messages. In one point my ex husband made a payment and he disputes the charges because he was upset because I was leaving him. However, I did made the final payment using my card. It this was back on Aug. Payment went through without any issue.. as all the payments made for the tours and drinks. All the payments were made with my credit card. No credit info was file on his name.if at any point there was an issue with anything referenced to this reservation or credit card used, there has been no communication from you about it!! . I am appealed on your treatment and absolutely NO care on what we has been affected by their your irresponsible way of handling this.

  Business Response

  Date: 11/17/2022

  Subject: ******
  
  Case: ******** Booking 719628
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  According to our records, the guest was advised to email *************************** to properly address this matter on 10/31/2022. As such, we must ask **************** to follow the instructions given to obtain assistance regarding her 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: 11/18/2022

   
  Complaint: 18408295
  
  I am rejecting this response because: I got an email stating "your sailing had been cancelled due to claims of fraud on your payment(s) on your reservation.   This doesn't make no sense what so ever! If there was an issue in any of the transactions right after the payment you had ENOUGH time to make me aware of it and not to wait until last minute for this to happened. My sister and I were able to check in and continue with all the process as if there was absolutely nothing to worry about and continue getting your "Welcome Aboard" emails and messages. In one point my ex-husband made a payment, and he disputes the charges because he was upset because I was leaving him. However, I did make the final payment using my card.If this was back on Aug. Payment went through without any issue. as all the payments made for the tours and drinks. All the payments were made with my credit card. No credit information was file on his name.
  If at ANY point his name/info was linked to the reservation it was consented by him. However,because of our on-going divorce, his name/info came off in such reservation and all final payments were made/completed with my credit card which I have used previously with you. Again, if at any point there was an issue with anything referenced to this reservation or credit card used, there has been no communication from you about it!! 

  We should be on that ship instead of stranded in a foreign country as you had left us. I am appealed on your treatment and absolutely NO care on what we: ************************* and *************************************, has been affected by your irresponsible way of handling this! 
  
  You need to make this wrong, right and should!!! 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/18/2022

  Subject: ******
  
  Case: ******** Booking 719628
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  While we empathize with Ms. ******* disappointment,we require her to email *************************** for further assistance regarding her concern. Our team will supply the guest with all the details. We greatly appreciate the guests patience and understanding.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18408295
  
  I am rejecting this response because: I did contact them already on 10/31/2022 and that what I got as respond. Since then, no one contact me or email me back. Again, it was a fraud or something wrong with the reservation, why they took my payments after my ex-husband disputed the last payment (because the rest of the payments were made with my credit cards) with card on my name and made go to **** to tell me, they can't let me go aboard. 

   

  From: ************************* <******************************>
  Sent: Monday, October 31, 2022 9:15 PM
  To: chargebackresearch <***************************>
  Subject: Re: [EXTERNAL] ************************* RESERVATION # ******
  
  What do you mean fraud in the payment? When payments made were using my credit cards? On one point my ex husband made a payment and he disputes the charges because he was upset for leaving him. However, I did make the final payment using my card. It this was back on Aug. Payment went through without any issue..
  
  
  Thank you,
  
  ****************************
  Customer Service Assistance
  Collection Dpto
  ******************************
  
  From: chargebackresearch <***************************>
  Sent: Monday, October 31, 2022 5:14 PM
  To: ************************* <******************************>
  Subject: RE: [EXTERNAL] ************************* RESERVATION # ******
  
  Hello,
  
  Thank you for your e-mail
  
  We  regret to learn of the difficulties you encountered as a result of the change of your booking status. Unfortunately,your sailing had been cancelled due to claims of fraud on your payment(s) on your reservation.   
  
  Thank you for contacting Royal Caribbean International.
  
  Best Regards,
  
  
  
  Chargeback Research Team
  Royal Caribbean Cruises
  
  From: ************************* <******************************>
  Sent: Monday, October 31, 2022 3:56 PM
  To: chargebackresearch <***************************>
  Subject: [EXTERNAL] ************************* RESERVATION # ******
  
  EXTERNAL EMAIL CAUTION: Use caution opening attachments or clicking links.
  
  Hi,
  It has been very disappointing and veryfrustrating, to say the least, the way myself and my sister were treated today by Royal Caribbean. 
  We were checked in for the transatlantic ship from ****, ***** to *******,*** ready to go. Got to the Port and we were told right at embarkation we could not go in. The Port staff told us to take a seat and wait until staff from Royal Caribbean were to explain the why. After a few waiting there, guys from the ship came and said they didn't have "the whole picture but unfortunately we were not allowed to go on the ship for security reasons". What security reasons we asked? To which they said they didn't know. They just knew we couldn't go on the ship. Handed us a piece of paper saying the same thing and to call the phoner number on the letter. Well, we are in ***** with no way of calling a ph# from ******* or to figure out what the heck we can do on a total foreign country where we don't speak the language or know where we are! Our families in the States had been in communication with your reps and try to put us in a conference call using Whatsup.
  We are stranded in a country which is not ours. We came from ******* to **** to catch this awesome ship and enjoy of ANOTHER trip with you guys as this is not our first cruise with you and did not get a round trip airline ticket because we are supposed to be on that ship going back home!! Instead,they simply directed us to the free shuttle out of the Port and wish us good luck with no worry of what could happened to us! Totally unacceptable!! 
  Again, we are stranded in ****, ***** no place to go to as we don't have the sufficient funds to do anything extra as we had nothing like this within our plans! 
  
  I am demanding an answer of the why we, 2 women *** citizens with no criminal record, were left in a foreign country with no regard of our well being arguing "security concerns" that never was really addressed with us, no question asked, no passport verification,  nothing... You had way enough time to contact us in any way: email, text, app, call, before we came here to **** and being turned away at the last second to avoid this situation!!! 
  
  You need to make this wrong, right and should!!! 
  
  Contact me ASAP via email, again as I cannot get international calls right now, or via my brother in law: ********************************* at ************ who can communicate with us via Whatsup.
  
  
  Thank you,
  
  ****************************
  
  

• Initial Complaint

  Date:11/15/2022

  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.

  I purchased an excursion (fishing trip) form the cruise line while onboard a cruise in June 2022. The excursion, scheduled for 6/12/22, was canceled due to bad weather and I was never refunded my purchase price. I have attempted to resolve this with Royal Caribbean (RC) on 4 separate occasions and to no avail. The amount of the purchase was $329.00 and the purchase date was 6/9/22 while onboard the Quantum of the Seas ship. I have called and spent over ***** minutes each, on the phone with RC on 3 different occasions, and they have always been well intentioned but have never followed up, nor resolved the issue. I met with a **************** Manager on 10/20/22 while on a cruise and was assured it would be resolved. To date, I have not heard from them nor have I received my credit. I had 4 other family/traveling companions who were on the same June 2022 cruise and canceled excursion and all of them had to file complaints and spent countless hours trying to get their refund as well. I would simply like the purchase price refunded since the excursion (fishing trip) was canceled by the cruise lines excursion operator and through no fault of my own.

  Business Response

  Date: 11/17/2022

  Subject: ******
  
  Case: ******** Booking 8709251
  
  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 has experienced a delay with reimbursement. A request has been submitted to accounting to have the payment of $329.00 credited to **************** ****. Processing may take up to **** business days however, were working diligently to expedite completion. We greatly appreciate the guests patience while we finalize the 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:11/15/2022

  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 complaint with Royal Caribbean involves a reservation that I booked and paid for. My reservation has been cancelled for "non-payment" which is inaccurate. Please refer to the email sent to ********************************* ************************** that is attached. The facts are:9/21/22-I called ** and booked reservation ID ******* over the phone directly with a ** agent. The agent told me that 2 previous cruise credits were applied to the balance and that I owed $971.00 for a final payment. I made that payment on 9/21/22 and have my credit card statement showing that payment (see supporting documents). 10/5/22-** cancelled my reservation due to non-payment and all of my payments are to be forfeited. 10/23/22-I made multiple attempts to contact ** by phone, and web support (see supporting documents)11/7/22- Communication with resolution specialist 11/9/22- Attempted communication with resolution specialist, not response provided.11/14/22- Attempted communication with resolution specialist, no response provided.11/15/22- Attempted communication with resolution specialist, no response provided.I've also attached booking reservations and failed attempts to reach customer service through the ** website. Please note the error message in RED indicating the online communications were not delivered.

  Business Response

  Date: 11/17/2022

  Subject: ******
  
  Case: ******** Booking 7700880
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  According to our records, the guest changed the ship & sail date on the booking which intern affected the Future Cruise Credits that had been applied. We also show that our Resolutions team has been in contact with **************** regarding this matter. As such, the reservation was reinstated, and funds will be reapplied. Additionally,the agent in question communicated these details to the guest. Therefore, an amicable resolution was given.
  
  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:11/14/2022

  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.

  Booking Number: ****** I got off my cruise on Saturday 11/12/22. On the cruise I bought tickets for a bus transfer to the airport for 8 members of my family. We were refused entrance onto the bus and had to pay for another shuttle. I want a refund for the 8 shuttle tickets that I purchased while on board. I have contacted Royal Caribbean through ******** and no one has helped me. I have called the past two days and spend over 45 minutes on hold each time but then the line disconnects as if someone picks up and hangs up. I am extremely frustrated. I also have a serious complaint to file about the safety and security while I was on board the ship.

  Business Response

  Date: 11/18/2022

  Subject: *****
  
  Case: ******** Bookings 552289,545310 & 545241
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Were sorry to learn that this party didnt receive the transportation they paid for. Upon further review, weve verified that these guests didnt take the shuttle. As such, a refund has been requested for the cost paid on each reservation. Reimbursement will be issued to the respective credit card used onboard. Processing may take up to **** business days to be completed.
  
  Additionally, we show that ************** contacted our corporate office on 11/16/2022 regarding issues that her family encountered. Our records indicate that her concern was thoroughly reviewed and investigated onboard by our ***** Services Staff. Were terribly sorry that they experienced inconveniences due to neighboring guests onboard. Considering their inconvenience, weve issued Future Cruise Credits for them. It provides an opportunity for this party to sail again and enjoy their time. Please find the credits enclosed in this response.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  ***** Experience Management

  Customer Answer

  Date: 11/18/2022

   
  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:11/12/2022

  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 was put into mandatory isolation over a negative COVID test and negative flu test. There was no warning beforehand and no communication from the nurse or doctor that regardless of whether the results of my tests are positive or negative I will have to go into mandatory isolation. All I needed was mucinex and was told before I get it I need to get tested. So I did and all results were negative. The doctor listened to my lungs and did her physical assessment, gave me ******* and said I was free to go and just take it easy for the next 24hrs. The next day I am at the splash pad with my kids and all these security guards come looking for me like I was a criminal. The doctor had breached my patient confidentiality and told them that I was to be in mandatory isolation. What an embarrassment that was for me all because of a negative test. When their cruise line doesnt even require masks, or vaccinations or Covid testing go onboard so why isolate someone when their test came back negative. They ruined the last 2 days of my trip with my family

  Business Response

  Date: 11/17/2022

  Subject: ******
  
  Case: ******** Booking 4437101
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  The guests dissatisfaction regarding our onboard policies has been noted. According to our records, the guest presented Flu-like symptoms on 11/9/2022. As a standard precautionary procedure, the guest was placed in quarantine inside her stateroom. Because our top priority is the health and safety of all our guests,we require this process to take place. As such, when **************** left her stateroom against the guidelines we provided, she was then located and returned to the room. Additionally, as a courtesy for the time lost, we issued Future Cruise Credits for the days in isolation based on their cruise fare. Please find them enclosed in this response.
  
  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 (***) 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. 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: 11/17/2022

   
  Complaint: 18394711
  
  I am rejecting this response because: I presented with so-called flu-like symptoms which warranted a flu-test and a covid-19 test. The tests came back NEGATIVE. the doctor listened to my lungs and I was fine. The next day, I was symptom free and doing well. the form you sent talks about when a passenger tests POSITIVE or is exhibiting symptoms. If the doctors were concerned, they could have examined me again. My headache was gone, my nose cleared up and I was feeling much better. On top of that, I tested NEGATIVE for influenza or COVID-19. Your cruise doesn't mandate wearing of masks, or mandatory pre-cruise covid tests, so if you suspected that I was coming down with covid it is because you did not also take measures to keep passengers safe. Why all of a sudden, you see a passenger who tested NEGATIVE and is doing fine and happy and enjoying herself, you ask her to go back to her room because she might have COVID? Why did the doctor not ask for my temperature? Why insist that I isolate, even though you're talking to me and I am strong and well. Any doctor with a medical degree can assess if a patient is doing better or if they are getting worse. This doctor targeted me and my kids. Forced me to quarantine. Did not even check on me, or have us disembark differently from the rest of the passengers. We booked 2 staterooms and my husband and kids in the other room had to end their fun as well. You need to have rules stating that whether or not your tests come back positive or negative, whether or not you have symptoms, you will force passengers to isolate once they come to your medical facility. There was absolutely zero-communication about that. Until when security guards started coming to me like I was a thief. Someone has to call me back. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/18/2022

  Subject: ******
  
  Case: ******** Booking ******* &4437088
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We appreciate ****************** candid feedback regarding our policies and procedures. While we empathize with the guests disappointment, the fact remains that this is standard procedure for all guests.When a guest books a cruise, they acknowledge and consent to abide by the Cruise Ticket Contract that reflects the stipulation regarding these matters. Furthermore,the compensation given is only supplied to the party in isolation. Therefore,no additional compensation will 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: 11/18/2022

   
  Complaint: 18394711
  
  I am rejecting this response because: At the time of booking this cruise for COVID protocols on your website state that guest will be isolated if they have been diagnosed of infectious disease. I have attached a screenshot of what your website says right now before buying the cruise. Once I purchased the cruiser I receive a booklet on the 8th of Oct, with COVID policies dated Oct 2021, over 12months old. My chest congestion started after visiting the casino lounge and there were lots of smokers on deck 4 and come off that cigarette smoke even comes out to deck 5. At my visit the doctor did not make any medical diagnosis. She gave me mucinex and discharged me. What was the infection the doctor was worried about? Flu? COVID? Pneumonia? chicken pox? What was the concern? the next day I was feeling **** times better and was on deck 11. Absolutely zero symptoms. Why were they insisting on quarantining me when I was no longer having symptoms? 

  I will also like to complain about the flu test. The nurse went so far up my nose it made me bleed. The results of the test came back negative yet I was still put in isolation based off of having flu-like symptoms?  If the results of the flu test were not going to change the doctor's ****** of action, then why put me through that unnecessary torture? This is not healthcare. This is endangerment and unnecessary procedures on my body. This has to be addressed. I want my full money back. The next day, I was not having any symptoms and everyone could see I was fine. So why did the doctor not do another assessment on me and check my temperature and make sure my symptoms are gone? Why insist on sending me back to my room? What are your policies on how long someone should be isolated for? 

  I will be suing for doing a flu-test on me when it was not necessary. I am not some lab rat to conduct unnecessary experiments on.  I was not communicated on anything from the medical facility. Nor did they hand me the isolation policies. I was targeted by your medical professionals. They conducted experiments on me for no reason, then put me into isolation either way. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were booked on a back to back cruise from ******* to ********* and then ********* to ******. Approximately two weeks before the cruise RCCL advised us that the back-to-back cruise was in violation of the ***** Act. The ***** Act has been on the books since the 1920's and RCCL should have been well aware of the parameters and requirements. We were given two options; leave the first cruise a day early in ******** and at our own expense make our way to ********* by the next day to meet up with the ship for the second cruise. The second option was to cancel one or the other cruise. We chose the first option but we were given conflicting information numerous times before and during our trip. We were given on-board credit to compensate us for our out of pocket expenses that did not cover the total cost of our out of pocket expenses. Our travel agent and I both tried to get clarification on several issues from RCCL before the trip but we were never given satisfactory answers. Basically, take it or leave it. I wrote to RCCL before we left on the trip and numerous times since we got back and have not even gotten the courtesy of an acknowledgment of our concerns. We our both shareholders in the company and long time RCCL customers and I am dismayed that they will not even address our concerns.

  Business Response

  Date: 11/17/2022

  Subject: Miklaus
  
  Case: ******** Bookings ******* & 7275403
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Were terribly sorry for the difficulties this party experienced on their long-anticipated voyage. We realize that a lot of time and effort goes into planning their trip. Its never our intention to place our guests in a situation that causes them any hardship.Keeping these points in mind, we did our best to offer alternatives that would assist our guests and minimize the impact. The parameters and process for each option, are clearly stated in the communication provided by the guest. This party chose to sail with the consent and knowledge of the compensation being supplied.Additionally, the guest and travel advisor on file contacted our corporate office via telephone and were advised of the same information. Out of fairness to all guests that were affected, individual exceptions cannot be granted.
  
  Furthermore, our records do not show that correspondence was received regarding this particular matter.
  
  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:11/11/2022

  Type:Customer Service 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 called ************, Royal Caribbean, requesting to no longer receive mail for a man (FOREST NATION) who lived here years ago at my residence. Requested that Royal Caribbean please remove MY HOME ADDRESS from their mailing list. Was told, "Can't Help You." Advised them that a man (FOREST NATION) is using my address on his account & does NOT live here. Was told, "Can't Help You"Was told they are unable to remove MY HOME ADDRESS from this man's account. I do not know this man nor do I have a way to contact this man. I simply want FOREST NATION to longer use my home address on his personal account with Royal Caribbean.Please, remove my home address from FOREST NATION'S account & from your mailing list. Thank you.

  Business Response

  Date: 11/17/2022

  Subject: ******
  
  Case: 18393010
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Upon investigating our database,we do not show that the consumer in question has this home address listed.Additionally, based on the advertisement given by ****************, ******** is the company sending this correspondence. Royal Caribbean International is not affiliated with them. To view their site, please visit https://********.com/.We recommend that she reach out to ******** to review the issue. As such, no further action can be taken by us.
  
  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: 11/21/2022

   
  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:11/09/2022

  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.

  On 17 Oct 2022, while onboard Mariner of the Sea, we inquired about a future reservation for September 2023 with cruise agent assistant manager, *****************************. He told us there was a cruise credit because of our emerald ****** as *********************************************** members. He told us there was a cruise credit increase for Diamond ******. Because we would be Diamond at the conclusion if that cruise and we wanted the greater credit as Diamond ******, we wanted to know if we could reserve on board and obtain the diamond cruise credit because of the imminent ****** change. We were told he could not apply it then, but if we made the reservation then, we could contact reservations when the ****** was officially changed and the cruise credit would be adjusted to reflect Diamond ******. We made Reservation #******* based on his information.Almost immediately after returning from the cruise, we were notified of our diamond ******. We called ** to make the adjustment **** from group reservations referred me to a resolution agent who informed me that is not the company policy. The call was escalated to ***** who reaffirmed Royal Caribbean would not honor the agents promise and would not credit us the amount of our new ******.*There was a previous issue with ** where the ** reservation system improperly attached us to a Travel Agent we did not authorize because traveling companions had used the agent. This situation was resolved through BBB.

  Business Response

  Date: 11/17/2022

  Subject: ******
  
  Case: ******** Bookings ******* & 7448534
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Upon review of the reservation in question, we do not show the guest was misadvised. Per our Balcony & Suite Discount policy, the Crown & Anchor members ******** will be based on the guests current tier status at the time of booking. As such, an Emerald ******** was applied to this partys reservation as aligned with our guidelines. Additionally, the terms & conditions for Crown & Anchor Society membership benefits are available on our consumer website. For more information, please visit https://www.royalcaribbean.com/crown-anchor-society/legal. Out of fairness to all guests, individual exceptions 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: 11/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,

  I am disappointed with the response and hope at the very least, the company takes diligent steps to regularly review if employees are correctly representing policies to customers.
  
  Sincerely,
  
  ***********************