Business Profile

Cruises

Royal Caribbean Group

Headquarters

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Complaints

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

Customer Complaints Summary

1,416 total complaints in the last 3 years.
426 complaints closed in the last 12 months.

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Submit a Complaint

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:11/09/2022
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.
On October 21 I finished a cruise on Freedom of the Seas. Booking number *******. I was in cabin ************************************************************************************ the cabin. I also knew that I had left it at the small nightstand next to the bed. I initiated a Lost and Found Claim on October 22 and was assigned ID: ********. I did a couple of follow up, but until today, November 9, 18 days after I filed my Lost and Found Claim, I have received 3 emails from Royal Caribbean that "They are still searching"I find it hard to believe that after this many days they have not concluded if the lost item is available or not. I contacted Royal Caribbean by email to voice my disappointment in their service concerning lost and found, but the only response I got was another form email saying they were "still searching"
Business Response
Date: 11/16/2022
Subject: *********

Case: ******** Booking 9438390

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

Were sorry to hear of the guests disappointment regarding our Lost & Found process. Once a form is completed on *********** to facilitate a search, the information is entered into the database and periodic updates are provided from *********** via email. If the item is found, Mr. ********* will be notified with a shipping amount and tracking details. As such, were doing our due diligence to help the guest.

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: 11/16/2022

Complaint: 18379380

I am rejecting this response because:
I reported an item lost on 10/22. It is now November 16. As for the "periodic update" that is claimed, I received the last update on November 2, two weeks ago, and that update - "we are still searching" - was prompted by me contacting them to ask for an update.
I am also taking exception to the claim of RCCL doing their 'due diligence" First, I have not heard from the company since November 2. Second, I just do not understand that 26 days after I got off the cruise the item has still not been found even though I provided very specific information as to where I had left the item. I provided cabin number and the exact location where it was left.
It is now 26 days later, with no updates. How long does RCCL believe is a reasonable time elapsed before they come to the conclusion, weather the item has been lost??

Sincerely,

************************
Business Response
Date: 11/18/2022
Subject: *********

Case: ******** Booking 9438390

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

While we empathize with the guests frustration with our process, the fact remains that a search is being done. At this time, the property in question hasnt been located yet but, the details stay on file.Should we locate Mr. ********** item, he will be notified accordingly with the appropriate instructions. Additionally, if recovered, a communication will be sent by *****************************

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: 18379380

I am rejecting this response because:
I don't understand how you can consider the complaint resolved? I want to remind you that I have still not received a conclusion to my report of a lost item.
It has been 28 days since I reported an item left behind in the cabin I occupied. The ship must have done at least another 4 voyages since then with new cabin occupants. The conclusion must be that the people you have managing lost and found, must be incompetent. Someone must have been in the cabin after I left to make the cabin ready for the next passenger and I find it difficult to believe that the item I left behind has been overlooked on several occasions.

Sincerely,

************************
Initial Complaint
Date:11/08/2022
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 wife and I were on the Wonder of the Seas (***) Transatlantic Cruise 20 April to 4 May 2022, ending in *****. My wife tested positive for COVID on 2 May and I was negative - test conducted by RCCL medical personnel. We both were placed into ship quarantine as directed by *** medical personnel. RCCL has committed to cover expenses related to COVID. They have refused to refund expenses as they said they would. 1. They refuse to pay the last night hotel costs because we changed hotels to be closer to the airport - at a lower cost. The reason is we broke quarantine. The logic is not sound - we broke quarantine when we left the ship. Hotels were over booked - people changed hotels - as directed by RCCL. We tested negative on the same day and flew home the next day. 2. They refused to cover my missing port calls because they said I was not in quarantine on the ship. I provided two ways to show I was with my wife and how does the *** not know this (They do know because an earlier RCCL rep found this info). 3. They did not pay any food costs because there were no receipts as directed. I did provide credit card statements - but they would not accept. We ordered food brought to the room while in quarantine - so no receipts. The last hotel had a cafe and food was on the hotel receipt - still did not accept.RCCL did not fulfill their commitments, took decision without sound logic, and made final decisions without discussions. Several errors were made because of this - but there was no opportunity to get this addressed. **************** in this case was awful - essentially calling me a liar, not doing any research, and taking almost six months. RCCL paid about $1200 but refused to pay the last about $300 that they had committed to providing.
Business Response
Date: 11/16/2022

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

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

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

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

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 11/18/2022

Complaint: 18373833

I am rejecting this response because: they did not respond to the complaint. As stated in the complaint, they did provide some compensation but did not fulfill the commitment they made and fully refund the amount expected. They have ended all communications with me and have stated the decision is final. I have reached out to them to address the issues in this complaint attempting to get an understanding of their position. I have taken this step in an effort to get the full compensation that they committed to provide - as explained in the complaint.

Sincerely,

*******************
Business Response
Date: 11/21/2022
Subject:*******************

Case:18373833 / BK# *******

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 ************ encountered additional expenses, due to isolation after the cruise. Our records indicated most of the expenditures were refunded as receipts were provided.

For Royal Caribbean International to issue a refund, a receipt had to be provided, showing that the food was deliver since the guests needed to be isolated to prevent the transmission of the virus to other.

Consequently, we offer to Mr. and Mrs. **** each Future Cruise Certificates in the amount of $150.00USD for a total of $300.00 USD instead of the refund. We feel as such, the resolution provided its fair.

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: 18373833

I am rejecting this response because: the response from **** is not correct.
1. Receipt for the hotel we stayed in the last night was provided as requested (see attached). **** has not responded to the complaint about not refunding the amount for this stay. **** committed to paying for hotel stays to $250 a night and this night was only $165. Additionally, on this receipt are several meals that **** has not refunded. This is the hotel receipt and **** committed to refunding up to $100 a day per person - these are well below that daily expense.
2. I accept that other food charges did not meet the **** policy of providing a receipt - they were not available in *****. I tried to provide credit card receipts and **** did not accept those for refund.
3. In the original complaint, I stated that **** also did not refund my port fees while I was in quarantine on the ship - over $100 - as they committed to doing.
4. This is the first I have heard that **** is providing a future cruise credit. **** has not communicated this to me. The amount proposed is almost equal to what we think our remaining refund request is. But the risk is on us to use before it expires and so it is really not "fair" as **** stated. They committed to provide a refund in currency.
5. As I stated in the original complaint, **** did refund some expenses. As stated above, it is our opinion that it was incomplete to what they committed to. Lastly, since **** made mention of it in their response - we are not seeking a refund to cover all of our expenses incurred while in quarantine. We incurred expenses that were not included in the **** commitment. It should also be noted - there were more expenses we could have pushed to **** that we did not. **** offered to pay our flight costs for returning to the States. I worked hard and because of my frequent flyer status - we got the flights changed for only about $5. The **** emergency team did the work to find us new flights and helped us out while in *****. But we took care of it ourselves.
The main parts of the initial complaint remain unresolved and ignored. **** made a commitment to the public that they are not honoring, fully.

Sincerely,

*******************
Initial Complaint
Date:11/07/2022
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.
I cruised with Royal Caribbean on the Quantum of the Seas to ****** on September 19, 2022. After the cruise I received a $200 charge to my credit card. I contacted Royal Caribbean they said they did not charge me, though the charge was Royal Caribbean on the credit card. I was told by Royal Caribbean that Stitchen Heaven, a travel group in *****, had made the charge.I contacted Stitchen Heaven and spoke with *****, the travel coordinator and they did NOT make the charge.I then contacted the bank that issued the card, FNBO and filed a dispute.The dispute is pending, but the charge is still pending and has not been rescinded by Royal Caribbean.Royal Carribbean shows a reservation #******* dated Mar3-Mar4, **** Guests ********, *******..... I have absolutely no idea what this is, but I was charged $200.
Business Response
Date: 11/15/2022
Subject: ***************************

Case: ******** / BK# ******* - 7567608

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

Our records indicated that while ***************** was onboard the onboard the Quantum of the Seas the week of September 19, 2022, a future reservation was made, and the required deposit was $100.00 per person total deposit $200.00. I have attached a copy of the NextCrusie / invoice provided onboard the guest. We kindly advise ***************** to please contact her travel agent for further assistance regarding this matter. Please accept our apologies for any inconvenience this may have cause you.

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: 11/16/2022

Complaint: 18371686

I am rejecting this response because:
Royal Caribbean is saying that I placed this deposit through a travel agency called Stitchen Heaven . I contacted Stitchen Heaven and they have no record of any kind of a deposit made. So Royal Caribbean is telling me I have to go to Stitchen Heaven to get my deposit refunded, but Stitchen Heaven doesnt have any of my money so where is my money? Stitchen heaven dont have it, and that is my complaint.
I spoke with ***** at Stitchen heaven regarding this issue, he says they have NO deposit in my name their number is .*************

Sincerely,

***************************
Business Response
Date: 11/16/2022
Subject: ******

Case: ******** Bookings ******* & 3489830

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

The guest reserved the NextCruise book later booking in question while aboard her voyage on Quantum of the Seas.When a ** reservation is made, we take a reduced deposit payment and as standard procedure utilize the same travel agency as her current reservation. As such, we added Stitchen Heaven Travel. Additionally, the booking invoice clearly states that when the guest is ready to book, to please contact the travel advisor. Therefore,we have properly advised the guest about her reservation, deposit, and how to proceed in planning it.

Furthermore, 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 information or make changes (with a few very minor exceptions) to a reservation without the consent and knowledge of the agency. The travel partner acts as the liaison for all the guests needs.That being said, we must ask that **************** reach out to her travel advisor for assistance or any changes she requires.

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: 18371686

I am rejecting this response because:
my bank statement says that ROYAL CARIBBEAN was the merchant, not STITCHEN HEAVEN.
I am following up with Stitchen heaven and have sent the response from royal Caribbean to them. I am waiting for their response.
but, the merchant is listed as ROYAL CARIBBEAN!!!

Sincerely,

***************************
Initial Complaint
Date:11/06/2022
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.
Hi, my brother booked a family cruise for a large group of 26 people in 13 cabins for Royal Caribbean Symphony of the Sea to sail on July 30, 2022 from *****. My family of 4 (myself *******************, my spouse *********************, my sons ******************* and ***********************). However, prior to the sail date, all 4 of us were infected with ***** 19 on July 28. Our reservation numbers are ******* and *******. We paid $2151.16 for each reservation. According to Royal Caribbean *****-19 policy, we would get the full refund for the cabins. I called Royal Caribbean many times and they kept promising to proceed the refund in 30 days but nothing happens. Every time I called, I had to wait online for more than an hour in order to talk to someone but no action taken. I finally was able to speak with post cruise agent ********************* and she asked me to submit the Covid-19 test results for my family of 4 which we did and she confirmed receipt of the ***** test while we were still on phone. But then 1 month passed and we never received the full refund. As of today we received 2 payments on August 10: $767.16 and on October 20: $500.00 and the expected remaining refund of $3035.16. Its extremely disappointing and frustrating to have dealt with Royal Carribean regarding the mutiple requests for refunds when Royal Caribbean *****-19 refund policy is very clear and straightforward. It is neither good customer service nor ethical business practices to have made customers like me to have gone through so much hassles to ask for refunds. I would like Royal Carribean to honor its refund policy and respect the customer and promptly issue the remaining payment of $3,035.16. Attached are the cruise invoices and proof of *****-19 positive tests which had been submitted to *********************.
Business Response
Date: 11/15/2022
Subject: ******

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

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

Were sorry to learn that these guests have experienced a delay with reimbursement for their cancelation. Upon further investigation, we show that this party only paid $500.00 towards the deposit on each booking. As such, full payment for the sailing wasnt received and only the funds paid are due. On reservation *******, we issued the refund to **** ending in **** as of 8/10/2022. Regarding booking *******, due a technical issue payment hasnt been disbursed. Therefore, were currently working on expediting their deposit plus the pre-purchased enhancements in the amount of $1,384.00. We greatly appreciate the guests patience while we work diligently to 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
Customer Answer
Date: 02/09/2023

Complaint: 18366158

I am rejecting this response because:

Request for remaining refunds of $3035.16 for reservations ******* and *******, each was $2151.16. My family of 4 did not travel due to *****-19 positive tests (*****-19 test results already provided to ****, Royal ********* post cruise team) and had timely/promptly notified Royal Caribbean abut up to now we only received two separate refunds of $500 (Oct 20) and $767.16 (Aug 10). We demand the remaining refunds of $2151.16. Please see email below. - Hi ****, I trust this email finds you well. I'm reaching out to you today regarding the two reservation IDs: ******* (******************* and *******************) and ******* (*********************** and *********************). My family (4 of us) could not go on the cruise due to *****-19 positive test results and we had already submitted the evidence in our last email sent to you on August 8, 2022. The invoice for each reservation was $2151.16, so total expected full refund was $4302.32 per Royal Caribbean refund policy on passengers with *****-19 positive tests. However, on August 10, we only received a refund of $767.16 without any explanation; the remaining refund of $3535.16 is expected to be credited to my credit card ending in ****. We respectfully ask that you take prompt action to finalize this pending payment no later than this October 31 since it's been over 2 months since my submission of required documents for full refunds; that's what ******** told us to wait for your action before they initiate disputes. Thank you for your understanding. I can be reached at ************ should you need further information. Look forward to hearing from you and receiving the outstanding refund of $3535.16. Respectfully, ******************* On Monday, October 17, 2022, 04:26:06 PM PDT, ******************;<*********************>wrote: Hi ****, How are you? I'm reaching out to you because I still have not received the credit back to my credit card and it's been over two months since I sent you the ***** positive tests that my family couldn't travel. Please advise.

Sincerely,

*******************
Business Response
Date: 02/17/2023
Subject: *******************

Case: ******** Booking #s******* & *******

Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.

Were sorry to learn that *************** has experienced a delay with reimbursement for his cancel reservations.As previously advised our records indicated that the amount received for reservations ******* & ******* was $500.00 USD, the deposit amount only. I ***** attached the same reservation confirmation that **************** provided showing that his document also shows that the only money Royal Caribbean International received was $500.00 per booking. We greatly appreciate the guests patience while we work diligently to 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

Customer Answer
Date: 02/21/2023

Complaint: 18366158

I am rejecting this response because Royal Carribean has not been treating customers with respect and in good faith. My communications with Royal Carribean started back in August 2022 and until now no reasonable solutions at all. Royal Carribean appears to have deliberately stalled fulfilling its commitments. I demand immediate refunding the remaining $3000 we have been waiting since August 2022.
sincerely,
*******************
Initial Complaint
Date:11/06/2022
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.
In April 2022, I booked a cruise on Royal Caribbean's Wonder of the Seas, their Mediterranean cruise for ***** My daughter was a contractor on the ship and her contract period would end at the end of my scheduled cruise. The dates were so I would not be on the ship by myself in case something happened. At the time of booking the cruise, I bought trip insurance. I thought it would cover cancellation for trip partner cancelling or something related to COVID-19. Unfortunately my daughter's contract ended earlier than planned. I called the insurance provider, Aon Affinity. They said to cancel with Royal Caribbean then provide them with the cancellation number for processing cancellation. I cancelled on May 3, 2022. Royal Caribbean sent me a check for $940 which was 25% of what the cruise cost me. I filed a claim with Aon Affinity for the balance. They determined I did not qualify for refund of $2,820 but Royal Caribbean would provide me a credit for a future cruise.I appealed the Aon Affinity decision based on my travel companion cancelling and the fact that I am immunocompromised and covid was on the rise. In fact the day I appealed, Royal had publicly stated they were experiencing covid issues on all of their ships from both a passenger and crew perspective. I also stated I was not traveling to a foreign country on my own since if I contracted covid, I was at risk for serious complications and would not have any assistance since my daughter was not going to be there and I could not travel alone. *** declined my appeal again, said my explanation did not meet the requirements for a refund & again stated Royal Caribbean would provide a credit. I have not received a credit from Royal Caribbean despite two emails to their customer service on 9/2/22 and 9/25/22. I did receive automatic responses that I would hear back shortly. Royal Caribbean reservation number was 7150751.I would prefer a refund as I doubt I will travel on Royal in the future.
Business Response
Date: 11/15/2022
Subject: *********************

Case: ********

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

We apologized that this party has not received a copy of the credit. As requested, I have attached a copy of the Future Cruise Certificate. Please review and retain for the records.

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

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:11/06/2022
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.
We booked an excursion, dining package and drink package with internet with Royal Caribbean Cruise Lines for our 11/20/2022 Trip on ******* of the Seas. The package was purchased on 11/27/2021 as part of a Black Friday sale. We purchased all items at a significant discount. We were subsequently notified that RCCL decided to change our ship from ******* of the Seas to Wonder of the Seas. Ship change was fine for us, we had no issue. We then found out that our previously booked packages/add-ons were canceled with no notification. We also were not refunded the full amount. We spoke with RCCL about this and let them know we wanted to reboot the packages. At the time, they were not able to do that because the packages were not available, they were still in the process of updating their systems. They got us refunded the rest of the money from the original purchase and advised us to call back at a later date to rebook all our packages/add-ons. I had attempted to call a couple of times, but due to long wait times was never able to get a hold of anyone. When attempting to rebook items today, I was told RCCL would not honor the prices. They indicated that when we were told of the ship change the packages would be canceled and we would have to rebook at whatever the current rates are. That was not what was communicated to us when we originally talked to RCCL and when I looked at our documents and there was no notification and we also received no notification when the packages/add-ons were canceled. We only found out due to the refunds showed up on our credit card. All we want is too rebook at the prices that we booked last year, but I can't get a hold of anyone who is able to help us. They just tell us we have to pay more which seems unfair. The prices now are significantly higher than what we originally paid.
Business Response
Date: 11/15/2022
Subject: ******

Case: ******** Booking 2010877

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

Were sorry to learn of this partys disappointment regarding the modification of their sailing. According to the communication provided by ****************, it states that cruise fare would be price protected if there was a price change. This excluded taxes, fees, gratuities,and other non-cruise fare items. Additionally, prices set in place for pre-purchased enhancements are specific to the ************* date. In this case, the ship was changed, and the guest was required to rebook at the prevailing rate for their new voyage.

Furthermore, we do not reflect that the guest was advised otherwise. As such, 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
Initial Complaint
Date:11/06/2022
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.
What a wonderful wedding my daughter had, we sent her off with Royal cruise, I will regret forever. Norwegian was our last trip, one we (my husband, daughter and myself) took when she was 10. My daughter just called me crying, my husband and I gave them a cruise for her wedding. She wanted balcony paid 500 extra (supposed they didn't have although took payment) she paid 160 dollars to get (200 some pictures past week) her being professional model and photographer it's important, and they said she only have 10. She has been charged bogus charges the whole trip, acquired some type of food poisoning (her husband also got), wanted to see ****** (hurricane **** prevented) paid extra for excursions (she cleared with Dr. ********* service they said 4 months pregnant can't do now.rdical staff wanted to airlift her due to stomach ache, her Dr. stopped that and some weird medicine they wanted to give her !!! Tried to make the best of it (only on their own) believe me when I tell you her whole honeymoon trip has been a nightmare. We are heartbroken ...
Business Response
Date: 11/14/2022
Subject: *********************************

Case: ********

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We would be happy to investigate this matter for *********************; however, the information provided is not enough to locate her daughters reservation.If she can provide us with their reservation number, full names, ************* date of the cruise in question, we will be able to locate the details and research this matter.
Thank you in advance for the help and cooperation in this matter.

Sincerely,

Guest Experience Management
Customer Answer
Date: 11/16/2022

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 for them to investigate and find a solution to my daughter's nightmare honeymoon. I live at ******************************************* and paid for the gift of my daughter and her husband's honeymoon in full. The cruise summary was sent to me as follows: Guest Crown & Anchor Society, with names of sailing for ************************* & ***************************, Booking ID *******, Sail Date 29 Oct. 2022, Ship Serenade Of The Sea. She did all the picking and I believe spent a lot of extra money for excursions & photo package (800 & 600 to my knowledge) the whole thing is very sad, I use to write about travel and have a travel agent license, I often recommend places for ********************* to go, many nonprofits and fundraisers are my subject for articles over the years, I would of never picked this company, if I knew this would happen. I am pleased they sailed away from hurricane (directed to place intended, ******), every other decision is heart wrenching and ended up being a disastrous time etched in my daughter's memory.
Sincerely,

*********************************
Initial Complaint
Date:11/04/2022
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.
Prices are misleading. The prices online were cheaper than when I called to book but after waiting so long to talk to someone I booked anyway to ensure our rooms were nearby. Main complaint: Wasnt able to book the drink packages online nor Internet package. The wait time is entirely too long so I called back on a different day and the prices were no longer 30% off. The agent told me the prices would still be the same then would rise when we are onboard. Travel agent lied about a promotion and when I called back the price was over $20 more per person and I am booking 8 people. I asked if they would honor what the travel agent told me , which is on a recorded line, and I was told no. The new travel agent told me to wait to book it for a possibility of another promotion but why would I do that when it would possibly be more expensive.
Business Response
Date: 11/11/2022
Subject: ********

Case: ******** Booking 1830325

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 may have been misadvised regarding pricing. The standard policy with Cruise Planner items is that pricing and promotions are subject to change at any time. As such, if the package was not reserved at the time of the offer, prevailing rate would need to be paid. Additionally, our records show that on 11/5/22 that the guest contacted our corporate office regarding this matter. Were currently researching and reviewing the call-in question. We appreciate the guests patience and will have our Resolutions team follow-up by tomorrow.

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: 11/14/2022

Complaint: 18361661

I am rejecting this response because:
I was promised a call back and they never did during the timeframe they said they would call back. This process is time consuming and frustrating. At this point I feel like the company is choosing who to help which is a form of favoritism and discrimination.
Sincerely,

*****************************
Business Response
Date: 11/16/2022
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 hear that the guest has encountered an issue with her reservations. Our records indicated that an explanation was given to ******************, however, it was not to her satisfaction.The standard policy with Cruise Planner items is that pricing and promotions are subject to change at any time. As such, if the package was not reserved at the time of the offer, prevailing rate would need to be paid. We appreciate the guests patience and will have our Resolutions team follow-up.
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: 18361661

I am rejecting this response because: I asked that the initial call be reviewed so appropriate employee would be able to hear the sales agent lying about the accessibility of the package at the proposed price of 30% off. Had said employee told the truth, I would've proceeded to book on the day off. Employee needs to receive some sort of coaching and I will NEVER sail with Royal Carribean AGAIN. I have many connections and will post this issue in every group I am in. Word of mouth is extremely powerful. Have a nice day!

Sincerely,

*****************************
Initial Complaint
Date:11/04/2022
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.
Cruise company agreed to give credit for hotel because of hurricane. I have sent multiple requests and have been dragged around by multiple departments and never have emails responded to.
Business Response
Date: 11/11/2022
Subject: ******

Case: ******** Booking 110436

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

Were sorry to learn that the guest didnt receive a response to his communications. Our records show that his payment of $250.00 was processed and disbursed on 11/10/2022. We issued the credit to the guests MasterCard ending in ****. As such, an amicable resolution has been provided.

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:11/03/2022
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.
I purchased a $5,900 cruise on October 30, 2022 with booking number *******. When I went to my online account to view the add-on packages, I received a message that I could not get access and to call. As it was late, I decided to call the next day. I was told that it would be "later during the day" for me to get access. There was a Halloween special going on with up to 30% off, so I figured that I would have time that night to get access. No luck, same error with grayed out link to all options. I called again and was at first told that it would be up to 10 -14 business days for IT to fix the account. I was then told on the same call that information was an error and it could just be up to 72 hours. I called back today, November 3rd, and was told that Royal's IT department had up to 10 days left to fix this problem. I and my family are scheduled to leave on this cruise next month and have no access to add any packages. I said just cancel it and the Royal rep was like I would be charged 75% of the $5900 price for their error. I asked her to rebook it to see if that would fix it and was told no. Completely unacceptable. This cruise is going to four islands and my family is not able to book anything on any of these islands and every minute that passes we are losing the chance to experience anything on this Christmas cruise.
Business Response
Date: 11/11/2022
Subject: ******

Case: ******** Booking 5803657

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

Were sorry to learn that the guest has experienced some technical issues with our Cruise Planner site. Our records show that the IT ticket was resolved this morning and the account is now accessible. As such, this party can proceed in entering their account and making the pre-enhancement purchases they wish to. Unfortunately,were unable to honor any promotions that were previously advertised that *** no longer be available. Therefore, the guest will need to pay the prevailing rate shown online. Additionally, weve added another $100.00 Onboard Credit to the stateroom for the inconvenience. Please find the new booking invoice enclosed reflecting this information. We appreciate the guests patience while we finalized 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
Customer Answer
Date: 11/14/2022

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,

***************************

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