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

1,420 total complaints in the last 3 years.
427 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/02/2022
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.
**** - 9-5 2022 Out family booked a 7 day cruise on the Quantum of the Seas. This trip was to celebrate 2 special occasions for our family. *************** and higher status on Royal Caribbean and have never experienced such a horrific vacation. We had 4 balcony cabins on deck nine. We have several complaints: We had a fire onboard during dinner, the restaurant staff left us in the dining room, and unaware of what was happening. The cruise line cancelled the glacier sighting from 5a - 8a, which was the primary reason for reserving balcony rooms. Another of our side trips was cancelled, ****************, as there was not enough time between docking, bus transportations, and touring of the gardens. We purchased texting via Royal app, which failed to work during the entire trip. During the day in port at Sitka, we were off ship from 0830am - 300pm, the entire ship was unable to obtain food except for pizza in the promenade (hundreds of people in line) , crew was unable to assist passengers. Booking numbers for the cabins were: *******, *******, *******, *******. We tried to go through proper channels with Royal Caribbean, making 4 calls, speaking to different people each time. I spoke to *** once, she was assigned to the case, ex *****, and was never available after the first call, and did not return any calls. we were very disappointed in how Royal Carribean handled our once on a lifetime vacation. We would not be so quick to book with Royal Caribbean ever again. Please contact me as soon as possible via email at *********************** or by phone at ************. We look forward to and appreciate your prompt reply.
Business Response
Date: 11/11/2022
Subject: ****

Case: ******** Bookings *******, *******, ******* & 3605561

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

Were sorry to hear that this party was disappointed with their familys cruise experience. On September 1st,a small fire started on Deck 5 in the boiler room. All the necessary safety procedures immediately took place, and our teams were able to extinguish the fire. We take these matters seriously and are thankful that this incident was minor. Guest and crew safety is always our top priority. We also realize that itinerary changes can be disappointing for our guests, and we do not take these decisions lightly. There will be moments when changes are unavoidable,and our Cruise Ticket Contract does reflect that we may have to modify the ships itinerary for several reasons and at any time. Additionally,our records reflect that a $100.00 Onboard Credit was given to all guests for this inconvenience.

Furthermore,a refund was also provided to guests for their canceled shore excursion in Victoria.As such, although the guest may be dissatisfied with many aspects of the voyage, all the issues were addressed onboard. Out of fairness to all guests that were impacted, individual exceptions cannot be granted for compensation.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 11/14/2022

Complaint: 18350624

I am rejecting this response because:

Sincerely,

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

Case: ******** Bookings *******, 3607202,3604550 & 3605561

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

While we empathize with this partys dissatisfaction regarding the outcome of their concerns, the fact remains that all matters brought forth by the guest were addressed and compensation was provided. Therefore,were unable to honor the requested resolution.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 11/17/2022

Complaint: 18350624

I am rejecting this response because:
Unexceptable

Sincerely,

***********************
Initial Complaint
Date:11/02/2022
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 recently took a cruise on 10/13/2022- 10/22/2022 adventures of sea, ID#******* 9 night X ****** *********** cruise for two. Booked in 2020 and of course just getting to go on now. We are very upset that on our Thursday Oct 20 ******************(bay of fundy) tour your tour company had bus disabled, more likely from railroad tracks the driver hit cause leak under bus so our 6 hour tour was only hour/half. They did refund our money however we had waited for two years take this cruise and this was in ****** cost us over $2890. To take this cruise only to not get to go on an excursion we paid for as well as expensive cruise to get to this destination. They need to have back up transportation and not book all available buses for this reason as we are very disappointed and feel we did not get what we had paid for It is not like we can just come up with another $3000 to go on cruised to get to go to this destination in ******. We would like better composition for our trip that was not as we had hoped and dreamed of for years. So the tour company is over booking each tour to fill but not taking in to consideration the guest they have booked and paid for a once in lifetime experience. Ambassdor tours should also be held accountable for this issue.
Business Response
Date: 11/11/2022
Subject: Venskoske

Case: ******** Booking 7151540

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 disappointment this party is expressing regarding their cruise experience.We realize that a lot of time and effort goes into planning their trip. Considering the inconvenience caused, all booked guests were fully reimbursed for the shortened shore excursion. As such, the issue was rectified appropriately. Out of fairness to all the guests, induvial exceptions for additional compensation cannot be granted.

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

Sincerely,

Guest Experience Management
Initial Complaint
Date:11/01/2022
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 sailed on a Royal Caribbean cruise on 10/01, on the Symphony of the Seas ship. By the end of the cruise, my husband and I bought 10 digital pictures, for an amount of $149.99. We were told we would get the pictures in my email in a week at most. It has been a month already since we sailed, as of today, and so far we haven't received any pictures. I tried using the Royal Caribbean online form to inquire about the pictures two times. Both times, I haven't received any responses. I also tried calling to talk to customer service. We were told the wait would be 20 min. After 40 min, a representative picked up and said I had to be directed to another department, and put us on indefinite hold. The call dropped after 53 min wait. It is mind boggling what a customer has to go through just to be able to request something simple as the digital pictures that were bought. It is practically impossible to reach the company. We stayed on a suite and spent many thousands of dollars, only to be treated like that (not that it matters, since anyone who bought these pics should be treated properly). I wanted these pictures to decorate my daughter's upcoming birthday party. She is turning 5 and wanted to use it to show her friends (she took a picture with a pirate and loved it). It is sad, but by now, I can't wait anymore I will have to dismiss the idea. In any case, I would still like the pictures, as we paid for them and I want a fast resolution.The email I was supposed to receive the picture is the one registered with this complaint. My reservation number was *******
Business Response
Date: 11/11/2022
Subject: *****

Case: ******** Booking 3361238

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 hasnt received her purchased photos and encountered issues reaching us via telephone. We apologize for the inconvenience they experienced.**** contacted the Royal Focus team to expedite loading and sending the pictures to **************. An email will be sent to the guest today enclosing a link to access them. We 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:11/01/2022
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.
Below is my original email to Royal Caribbean. I have sent several follow up emails and also opened up a second request. I received the initial automated notification ,but have had no contact since my original request. This is terrible service from Royal Caribbean. This is a simple Folio request, would take less then 5 minutes to complete -----Original Message-----From: ******************** Sent: 10/18/2022 02:08:07 PM To: ******************************************** Subject: [EXTERNAL] Folio Request Hi, completed a cruise on Radiance of the Seas from **** to ****. I do not have my booking number. My cabin was **** The account number on my Sea Pass is ******** Would like to request a copy of my final Folio. Thank you *************************
Business Response
Date: 11/14/2022
Subject: ********

Case: ******** Booking 2841855

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We apologized that this party did not receive a copy of their onboard account. As per their request I have attached a copy of their final invoice, please review and retain for their records.
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:11/01/2022
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.
Below is my original email to Royal Caribbean asking them to check into a charge that should not have been on our credit card. I have sent multiple follow up emails, but have only had the original automated email response. I also send a second email on the same topic, no response as well. Their service is terrible.-----Original Message-----From: ******************** Sent: 10/18/2022 11:38:03 AM To: ******************************************** **************Cruise Questions and Comments, Navigator of the Seas, 26/Aug/2022, Not Specified ************************* Country of Residence: *** My cruise information: Booking ID: Not Specified Ship: Navigator of the Seas Sail Date: 26/Aug/2022 Phone: ********** Issue: I don't have my reservation number, but do have my folio number -5036099.We paid our folio balance, however we have another charge on our credit card from this cruise for $ ******. Made on 8-29-2022. Can you please reverse this charge ? Not sure why it was made, but you can see our folio balance has been paid in full. Thank you
Business Response
Date: 11/10/2022
Subject: ********

Case: ******** Booking 5036009

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 a reply to their emails. More customers than ever before are choosing the convenience of correspondence as their primary mode of communication.As a result, the turnaround time for responses has increased substantially.
Our records show that the guest was only charged a total sum of $784.71 for the purchases made. I've taken the liberty of enclosing a copy of the statement reflecting this information. Therefore, a refund isnt due. Additionally, pre-authorization holds are placed on the credit or debit card during the cruise. This is done to ensure that the guest has the available funds to cover the final charges at the end of the voyage based on the shipboard spending activity. Please be advised that there is no specified amount for this process. Most guests, have them released within five business days after the sailing ends. Some non-U.S. banks may take up to thirty days or longer. As such, if the funds are not currently in the account, we recommend that ******************** reach out to his financial institution for further clarification.

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:11/01/2022
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 been trying to get RCCL to respond to my request for a refund for time in quarantine during my recent cruise. I started messaging on Face Book while in quarantine. I spoke to customer service onboard with no help. I have sent messages almost daily and I'm constantly told that ***** is working on it and ***** will not respond. I have called several times but after being on hold for over an hour no one answers. I need a letter outlining the days I was in quarantine and showing a positive Covid test as well as a refund for myself and my wife for the days in quarantine.
Business Response
Date: 11/10/2022
Subject: ******

Case: ******** Booking 5622270

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 became ill with COVID while onboard. Our records show that our corporate office spoke to **************** regarding this matter on November 2, 2022.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved. We explained that while we understand that they were dissatisfied with several aspects of the cruise, reimbursement wasnt possible and only Future Cruise Credits will be provided. We educated the guest on the Royal Promise which provided guests a refund for quarantine and that it ended as of 9/30/2022. Although the guest disagreed with our policy, we issued the credits. Please find them enclosed for verification. As such, were unable to honor a refund.

Additionally,we dont have a physical letter available about their quarantine on the ship.We can confirm that **************** was isolated for 5 days due to testing positive for COVID and ***************** was isolated 4 days for being in close contact.Furthermore, the medical form sent by the guest to obtain medical records was received. Weve sent it to our Medical Team for processing which may take up to 1-2 weeks to be sent.

Sincerely,

Guest Experience Management
Customer Answer
Date: 11/10/2022

Complaint: 18344977

I am rejecting this response because: The onboard customer service manager stated that we would be refunded payment to our original form of payment. The onboard management was not up to date with the company changes which was consistent with many of our onboard experiences. They should not have made the statement or lived up to what they said. I accepted the credits because there was no other recourse. I doubt that we will be able to use them.

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 are sorry that this party is dissatisfied with our respond. Our records indicated that at no time the staff onboard the ship advised the Mr. ***** that a refund would be issued instead of a Future Cruise Certificates. Please know that our standard expiration date for a Future Cruise Certificate is 1 year, however, an exception was made to extend the credit until ****.

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:11/01/2022
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 was on the Royal Caribbean Symphony of the Seas from September 3 - 10. I was looking forward to the ********************** Unfortunately, the food fell below expectations. The main course that I chose was the pork and it didn't taste well (at all). I feel like for the money paid $70.79 that it should be refunded. They can keep the amount I paid on a separate ticket at the bar for a drink ($15) for their troubles. The date of the visit to Wonderland was on 9-9-22. The booking number is ******* and stateroom ****.
Business Response
Date: 11/10/2022
Subject: *******

Case: ******** Booking 1691085

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 was dissatisfied with her meal at the specialty restaurant. Our records do not reflect that ****************** raised this issue with the food quality while onboard.We encourage all guests to bring forth any concerns with our ***** Services Desk on the ship. This ensures that the matter is thoroughly researched and rectified.Additionally, on 9/27/2022 the guest called our corporate office regarding her disappointment with the food. In turn, we advised a refund wasnt possible since she didnt report it however, supplied her with 15% Future Cruise Credits as a goodwill gesture. Considering these facts, we must respectfully decline the requested resolution.

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

Sincerely,

***** Experience Management
Customer Answer
Date: 11/10/2022

Complaint: 18341095

I am rejecting this response because:
I did raise this issue about the food quality while onboard. I said something during the meal and asked if the food could be traded for a different entree. Both the pork and chicken wasn't good. So, I think either the cook wasn't doing a good job or maybe the food at this restaurant just isn't good. Either way, I don't feel like $70 for the quality of food was justified. Additionally, I did call to ask for a refund, before filing with the Better Business Bureau. I wanted to give a chance for the company to issue a refund directly and rectify the situation. Unfortunately, offering a discount on a future cruise that I have to book and take within a year is not a goodwill gesture. It's a way to make more money for the Royal Caribbean Company by asking me to take another $1,400 cruise in order for me to get credit for a bad meal. That's just poor customer service and I'm still requesting that a refund be issued to me. Royal Caribbean knows that they would not be losing any money by suggesting to take another cruise and GIVE THEM MORE MONEY in order to get a small refund credit back. Additionally, Royal Caribbean should be more concerned about their customer service satisfaction, because that is the way to retain customers and have them coming back to spend more with you. I sincerely ask that a refund be issued to me in the amount of the Wonderland restaurant. This would be great customer service to refund a bad experience. Please advise.

Sincerely,

*****************************
Business Response
Date: 11/15/2022
Subject: *****************************

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

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

We sincerely regret to learn of this party disappointment with the quality of the meals served during the cruise. Our culinary staff works diligently to provide a tasty selection of food that will appeal to all our guests, and we are sorry that this party found it unsatisfactory. Since we place a great deal of importance on food quality, the Director of Culinary Operations & Development has been informed of this party displeasure and steps will be taken for any necessary improvement. After a careful review of this case, we believe that our offer is fair and appropriate.

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: 11/15/2022

Complaint: 18341095

I am rejecting this response because:
"After a careful review of this case, we believe that our offer is fair and appropriate." ??? This is your business response. A 15% credit onboard another cruise. What if I don't take another cruise? This 15% off the $70 meal amounts to $10. You're offering me a $10 onboard credit. And I only receive this if I take another cruise.

Sincerely,

*****************************
Initial Complaint
Date:10/31/2022
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 on Royal ********* Odessey of the Seas September 28th 2022 - October 7th Rm **** and *****. My cruise vacation was disappointing I was placed in a loud room, impossible to sleep. I was moved to a different room which was also loud. I experienced poor customer service from guest services. I asked for water in my room and was told to contact room service which was had a charge with it. The areas on the ship to get water were often empty or not working. Several times in the windjammer there water was very hard to get. I reached out to guests services and messaged RC online and got no reply or brushed off, I was told by ********** at guest services to "fill out the survey". Very disturbing treatment especially when water is a basic human need.
Business Response
Date: 11/10/2022
Subject: *******

Case: ******** Booking 3654041

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 was disappointed with his cruise experience. Its also truly unfortunate that he encountered noise in the staterooms. According to our records, when concerns were raised by ******************,our ***** Services Staff and Security assisted with these matters to the best of their ability. The guest was also provided with $100.00 of Onboard Credit towards his account for the inconvenience with his accommodations. Additionally,we show no issues brought forth regarding lack the of drinking water onboard. As such, we must respectfully decline the requested resolution.

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

Sincerely,

***** Experience Management
Customer Answer
Date: 11/10/2022

Complaint: 18340067

I am rejecting this response because: I made several attempts to make the water issue know. My first room ******* told me to call roomservice only to find out there was a charge. I brought it up to guest services (Bennidicto) and was told to take a survey after the cruise. I also reached out on social media for help early on the cruise and was offered no help. The truth is that Royal ********* didn't meet my expectations and meet basic human needs by providing drinking water. It's really unacceptable. This matter isn't resolved. I would also like to request that they stop emailing me and mailing me sales info as it upsets me everytime I receive it. RC reply is consistent with thier on-board experience, it lacks any empathy or and they really don't care. The attitude of if you want water to drink you have to pay. They need to change thier customer service practices. I again am requesting a refund on my cruise or some effort on thier part to rectify the situation.

Sincerely,

*************************
Business Response
Date: 11/14/2022
Subject: *************************

Case: ******** Booking# *******

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

Its unfortunate that this party is dissatisfied with our response. As mentioned early, ****************** had some concerns while onboard the ship and these issues were addressed, however, at no time ***************** mentioned onboard the ship the lack of drinking water. Please know while onboard our ships some complimentary beverages include brewed and decaffeinated coffee (excluding specialty coffees), assorted teas, iced tea, filtered water,milk, and lemonade. Also, select juices are complimentary in the dining room during breakfast hours each morning, these complementary beverages are only available in the main dining room for our guest convenience, and other venues,however, if a guest wishes to have water in their stateroom, a request could have been made for filter water or purchase one of our beverage packages. We genuinely regret any inconvenience experienced because of the information provided in this regard.

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:10/31/2022
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 booked a cruise with Royal Caribbean through Delta as a Christmas gift to my children. I paid my deposit of $340.99 and then the final payment of $3010.88 on Oct 1, 2022 the day before the due date. I received an ************************** (I have a copy) thanking me for my final payment. I was told today, October 31, 2022, that my reservation is canceled and will not be reinstated because I did not pay my balance of $120 which was due Oct 12, 2022. I knew nothing about an unpaid balance of $122, especially since I had an email stating I was paid in full.I spent almost 3 hours on the phone attempting to resolve the issue and got nowhere. I was not requesting a refund I only want to have my cruise reinstated at the amount I paid. I will lose $1466.49 of money I paid for a miscommunication made on the cruise lines behalf. I was and am willing to pay the $120 the cruise line said I defaulted, but to lose nearly $1500 due to a miscommunication by the company seems to be cruel and unnecessary. Any help in resolving this matter would be greatly appreciated.
Business Response
Date: 11/10/2022
Subject: ******

Case: ******** Booking 6324519

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 difficulties this party has encountered with their reservation. The guests reservation is under the management of a travel agency. 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. As such, we must ask that **************** reach out to her travel agency at ************ regarding payments and cancelation.

Furthermore,the travel agency is an independent entity chosen by the guest to oversee the booking.Therefore, we are not responsible for the services provided by the travel advisor.

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:10/31/2022
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 sailed 9/24/2022 Adventure of the Seas booking *******. There was a charge of $117.98 on my final guest statement for beverages in the dining room on 9/28/2022 (I had the top drink package and no drinks should be charged and I was not in the dining room). I called the number and was put on hold for over 30 minutes beforeI hung up the phone. I have sent e-mails and texted the number that was provided. I have received responses to my inquiries but they do not make any sense. They state they refunded my money to cards ending numbers that do not belong to me. I have been trying for over a month now to recuperate MY money that they took from me that was UNAUTHORIZED! I have requested several times for contact information for management and am ignored. I am unable to reach anyone who is reliable and customer service oriented. **************** on the boat was outstanding. Afterwards, it is non-existent. Please help me! Thank you! ***********************
Business Response
Date: 11/09/2022
Subject: *****

Case: ******** Booking 1430752

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 received an erroneous charge on her account. Our records indicate that we communicated with ************** on 10/17/22 and advised reimbursement would be given. We also stated that we will require her full credit card number to proceed with payment. The guest advised at the time that she wasnt available and would reach back out when she was. Additionally,we called her today to move forward with the refund, but she wasnt in, so a voicemail was left with the details to contact us. As such, weve done our due diligence to address this matter.

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: 18337867

I am rejecting this response because:
No one ever asked me for my account number. They kept telling me that they were crediting accounts ending in numbers thst do not belong to me. I have attempted to call them back, but they dont give me a direct number and the wait time is over an hour! Who has an hour to wait? No me! I work fullitime and have someone in my care who has medical needs. This is not resolved and I am unable, to this date, to receive my money back from them. I have tried over and over and no one will help me.
Sincerely,

***********************
Business Response
Date: 12/01/2022
Subject: *****

Case: ******** Booking 1430752

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: 12/01/2022

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. They claim the refund is processed, however, I will not sail with them again. They did nothing to try and keep me as a customer after all they put me through. I will also make sure and share my experience with everyone I know. My friends that convinced me to go on the cruise will also be sailing with any other company in light of my dissatisfaction. Thank you for helping me get my refund (hopefully).

Sincerely,

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

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