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

1,427 total complaints in the last 3 years.
434 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:03/08/2025
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 bought the internet package but Royal Caribbean is charging my T-Mobile ****** for international usage while i was at sea. This makes no sense. I bought the internet package and my phone was on air plane mode the whole time. I know this because the internet wouldnt even work unless i was on airplane mode. ******** said i need to contact Royal Caribbean maritime internet phone service people. They have been zero help in resolving this issue for me over the phone.
Business Response
Date: 03/13/2025
Subject: ******

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

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

We regret to hear of the inconvenience the guest has experienced regarding the use of their cellular phone while onboard with us. Our records do not indicate that this party made our staff aware of any such internet issues. It is not our practice to issue refunds for internet issues when our staff are not given the opportunity to resolve the issue while onboard.

Our advanced roaming system allows our guests to use their cellular phones while onboard our ships; however, it is at the discretion of the service provider of the respective cellular device whether or not charges will be assessed. Royal Caribbean International does not assess any charges related to cellular phone service or cellular data service, as our roaming system only facilitates the connection to the service providers network.

Unfortunately, we are unable to offer any compensation. Nevertheless, we sincerely apologize if our decision causes any disappointment. Our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved.

Sincerely,

Royal Guest Experience Management

Customer Answer
Date: 03/13/2025

Complaint: 23038376

I am rejecting this response because:

t Mobile told me that it is the ships responsibility. I didnt notice any internet issues to report. If my phone was on airplane mode the whole time and never once did i turn my regular phone one how am i getting charged for phone usage . Obviously there is a problem with your internet! It makes so sense .
Sincerely,

******** ******
Business Response
Date: 03/16/2025
Subject: ****** **#*******
Case: 23038376

Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.
As was previously advised, telephone services, such as texting, are supported by the guests cellular service provider. Generally,while the vessel is docked at a ******************, mobile telephones will function. While outside of *****************, the use and function of the mobile telephone will depend on the service provider. Rates for usage of the mobile phone are determined by the guests home carrier not by Royal Caribbean Group. They will be billed by the home carrier for the international roaming usage on the regular mobile phone bill.
We are unable to offer any refund for this matter. We apologize,again, for any disappointment. This decision will not be amended.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

******** *********
Royal Guest Experience Management
Initial Complaint
Date:03/07/2025
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.
1. When I won two jackpots on Royal Caribbean's "Icon of the Seas" sailing on January 4th, 2025 (booking number *******), I was provided with two W-2G forms that had an incorrect city and state listed for me. *******, ** is the city and state of my companion and I need two revised forms for my city and state of ******************, ***2. I emailed ********************* and received a phone call after multiple emailed requests. I'd like to suggest customer service training for ****** *****, Casino Credit employee, at ************. She hesitated giving me her name after multiple requests for it, she told me she was "doing me a favor" in calling me prior to a ***** day wait period, and stated she couldn't locate my two W-2G forms in Royal's system after I provided my social security number to even update.
Business Response
Date: 03/12/2025
Subject: Banks

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

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

An attempt was made to contact the guest at the telephone number on file; however, we were unsuccessful in reaching Ms. ******************* researching Ms. ****** request, our records indicate that an email was sent to the guest with the attached W2G form. Additionally, it was forwarded to the address on file in ************, ***

Should the guest have any further questions, please have them contact us at **************.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved

Sincerely,

****** **********
Royal Guest Experience Management

Customer Answer
Date: 03/12/2025

Better Business Bureau:

I have voicemail on my cell phone and have not received a message from Royal. Neither have I received the letter of apology requested. The responder said they read my complaint but didn't note my city correctly in their response. As a result, I can only hope whatever was mailed to me does arrive.
I can confirm after much grief, horrible customer service and challenges, I did receive the two forms requested.
The BBB ALWAYS helps me and I'm appreciative of that. I consider this matter closed and my next cruise this year will be with Carnival!
Sincerely,

******* *****
Initial Complaint
Date:03/06/2025
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 am filing a formal complaint regarding my experience on the Spectrum of the Seas cruise (Feb *****, 2025). My concerns are as follows:Denied Refund for an Unused Watch I purchased an Omega watch onboard, believing it was duty-free. However, customs seized it due to high taxes. The watch is unused and unactivated, yet the store refuses to process a return.Lack of Responsibility from Royal Caribbeans China Agents When I sought help, the China-based agents refused assistance and redirected me to Starboard, offering no resolution.Onboard Staff Misconduct The salesperson misled me about customs regulations, falsely claiming I wouldnt need to pay duties. This led to customs seizing my watch and unnecessary legal trouble.Requested Resolution:A full refund for the unused watch.A response on Royal Caribbeans failure to provide adequate customer support.Assurance that staff will be properly trained to prevent misleading sales tactics.
Business Response
Date: 03/12/2025
Subject: *** *******

Case: 23027487

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 his reservation. If they can provide us with their reservation number, the cruise in question, we will be able to locate the details and research this matter.

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

****** **********
Royal Guest Experience Management
Initial Complaint
Date:03/05/2025
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.
In regards to a 7-day Caribbean Cruise (Perfect Day ***** ***, *********** and ***********, ****************) on Symphony of the Seas for a sailing date of Jan 5th to Jan 12th , 2025 with a deposit made of $500 on June 30, 2024.Instead, I received an email on Friday, December 20, 2024 from Royal Caribbean that an itinerary change had been made due to the port construction/closure in ***********. The new itinerary had me scheduled to the islands of ***** and ****************** which is not what I originally booked and paid. On Friday December 20, 2024 I called and spoke with *** ****** (Reservation Desk) who gave me the options of a refund or future credit. I chose the full refund which I received an email that had the confirmation in the amount of $2,866.44 minus the $500 deposit. The refund would be credited in 7 to 10 business days.. I was also told I had to pay an additional $400.00 to cancel/change the cruise destination. Even though none of this was my fault Furthermore, Royal Caribbean has known about the port closure in ************, *********** since April 2024 when it was damaged by another cruise ship. No communication was made to me from Royal Caribbean from June 2024 to November 2024 to make me aware of this port closure or offer other cruise alternatives. Instead of Royal Caribbean giving me a proper notice of 30 to 60 days to get a full refund, they waited to the last minute which was on Dec 20, 2024 two weeks before the sail date informing me of the itinerary change and port closure. Even though I cancelled as soon as I received the news, I am still at fault per their policy with no refund plus a $400 cancellation charge because I did not give a proper notice.I have attached a further explanation letter.
Business Response
Date: 03/12/2025
Subject: *******

Case: ******** Booking 215998

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

We regret that this situation remains a concern for Mr. ******** We understand that itinerary changes can be disappointing for our guests. However, there are times when changes are unavoidable, and our brochures and cruise ticket contract indicate that we may have to alter a ships itinerary for various reasons.

Please refer to the link below for additional information regarding missed ports and itinerary changes:
[Royal Caribbean Itinerary Change Updates](*************************************************************************************************)

We must follow policy out of fairness to all impacted guests in similar situations. Therefore, we are unable to offer individual exceptions or provide any compensation.

Our records state we encourage the guest to contact the travel protection offered by Royal Caribbean for more information about their coverage. The travel insurance provider may be able to offer assistance regarding this matter.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

****** **********
Royal Guest Experience Management

Customer Answer
Date: 03/21/2025

Complaint: 23026719

I am rejecting this response because:

In response to Royal Caribbean, I understand itinerary can change due to circumstances. In this case since April 2024, Royal Caribbean has known about the port closure in ************, *********** without no communication to me until two weeks before my trip. The customer service part would have been to communicate with passengers 60 days prior to the cruise date which allows time for change to another destination or refund.
I followed the steps and contacted *** ****** at the Reservations Desk who gave me the options of future credit or refund. I chose the refund and received a confirmation email from *** ****** but the refund has never happened.
I have also contacted ************* to file a claim but the reasons are limited to major events such as jury duty, death, medical emergency, MVA. The customer service at ********************************************* will tell you otherwise that everything is covered without any worriesall LIES!!!!
Royal Caribbean likes to use the old bait and switch which is sell you one cruise trip knowing that the ***************** was damaged/closed since April 2024 and at the last minute switch ports. By waiting two weeks or less passengers have no way of getting a refund and Royal Caribbean can pocket the money.
If you file a complaint they want to hide behind policies that they have done nothing wrong.
For future passengers reading this make sure you file a complaint with the ******************************** and *************************** in ************* .
**** *******
Business Response
Date: 03/23/2025
Subject: ******* **# ******
Case: 23026719
Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.
The reason why the itinerary was changed regarding ************,*********** is because the actual berthing pier was damaged. The repairs are well under way and are scheduled to be completed any time now. However, we cannot schedule the ships to land there until all the inspections are complete,and the pier is deemed safe to debark our guests. This is now on a week-to-week basis as again; the repairs are expected to be complete anytime now.
Therefore, once again, we do have to follow policy out of fairness to all impacted guests with the same issue. We are unable to offer individual exceptions and offer any compensation.
We regret that this situation remains a concern for the guest. However, our decision stands and will not be amended.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved

Sincerely,

******** *********
Royal Guest Experience Management
Initial Complaint
Date:03/03/2025
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 cancel my cruise reservation on Feb 12 and was told I would received a refund of $150.00 in seven to ten vines days. It is now March 3rd and I still have not received my refund. I have call customer service several times and each time received a different response.
Business Response
Date: 03/07/2025
Subject: ******

Case: ******** Booking 1504389

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

Our records indicate that the refund was disbursed on March 4, 2025, back to the credit card ending in 9703. Please have Ms. ****** allow 3 to 5 business days before checking with her credit card company. Depending on the card's billing cycle, the refund may not appear on her statement immediately.

Should the guest have any further questions or require additional assistance, please do not hesitate to contact us at **************.

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

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:03/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked online a cruise with Royal Caribbean cruises on their website. Reservation number *******. It was on a curtesy hold before I paid it. I called to see what their drink packages would cost since its not included. I inquired about their deluxe drink package cost. I was quoted $307.96. I inquired about the non alcohol drink package for my husband and was quoted ******. I felt those prices were reasonable and then my husband paid for the cruise. They dont let you pay for the drink package at that time. When I called to buy the drink packages, they would not honor those prices. I was told that it was going to cost over $900. If I had known that they wouldn't honor those quoted prices and the prices would fluctuate daily, I may not have booked this cruise. I want them to honor the quoted prices.
Business Response
Date: 03/07/2025
Subject: Newhall

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

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

We understand that Ms. ******* booked a cruise through our website under reservation number ******* and subsequently inquired about the cost of our drink packages.

Please note that our prices are subject to change and can fluctuate daily. Unfortunately, we cannot guarantee quoted prices until they are booked and confirmed. Prices are subject to change without notice at any time.

We encourage the guest to periodically check for any promotions that may arise. We are sorry that this situation remains to Ms. ************** However, our decision will not be amended. We have thoroughly addressed all of the guest concerns and consider this matter resolved.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

Royal Guest Experience Management

Customer Answer
Date: 03/08/2025

Complaint: 23013880

I am rejecting this response because: Please reread my complaint. I was quoted a price before booking. not told it would fluctuate.

Sincerely,

***** *******
Business Response
Date: 03/10/2025
.Subject: Newhall

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 situation remains to Ms. ******* . However, our decision will not be amended. We are sorry that this experience has tainted your impression of our company and for any disappointment this final response may bring.

We cannot guarantee quoted prices until they are booked and confirmed. Prices are subject to change without notice at any time. We encourage the guest to periodically check for any promotions that may arise.

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

Sincerely,

****** **********
Royal Guest Experience Management

Customer Answer
Date: 03/10/2025

Complaint: 23013880

I am rejecting this response because: I was not told that these prices would fluctuate. I am unhappy. I will take this one cruise and never cruise with you again.

Sincerely,

***** *******
Initial Complaint
Date:03/02/2025
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.
Dear Better Business Bureau,I am writing to formally file a complaint regarding the recent changes to our upcoming cruise with Royal Caribbean. Our bookings, under reservation numbers ******* and *******, are for the May 3rd sailing aboard the Icon of the Seas. We have been informed of a last-minute change in the port of departure, from our original port to ***********While we understand that such decisions are not made lightly, we are extremely disappointed with this change. We booked this cruise with the expectation that we would be departing from the originally planned port, which was a major factor in our decision to choose this particular itinerary. Given that we are loyal Gold members of Royal Caribbean, this change has greatly affected our experience and travel plans, especially as we have young children who will not benefit from a cruise departing from ***********We are not asking for a refund, but instead request that we be offered a credit to use toward a future cruise. This would allow us to reschedule our plans to a more suitable port, which would better accommodate our family's needs. We feel that, given our loyalty to Royal Caribbean and the significant investment we've already made in this cruise, this request is both reasonable and fair.Our cruise manager, ***** (ID **********, has been made aware of this issue, but we would appreciate further assistance from Royal Caribbean and the Better Business Bureau in finding a resolution.We are eager to continue our relationship with Royal Caribbean and look forward to enjoying future cruises, but we are seeking a resolution to this issue that will make our travel plans more enjoyable and feasible for our family.Thank you for your attention to this matter. We trust that Royal Caribbean and the Better Business Bureau will help facilitate a fair and satisfactory resolution.Sincerely,***** ***** Phone: ************ Reservation Numbers: ******* and ******* Cruise Manager: ***** (ID **********
Business Response
Date: 03/07/2025
Subject: White

Case: ******** Bookings ******* & 6488471

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

We understand that itinerary changes can be disappointing for our guests, and we do not make these decisions lightly. Unfortunately, there are instances where we may have to change a ships itinerary for various reasons. Our brochures and cruise ticket contract reflect that we may have to make such changes.

Please refer to the link below for additional information regarding missed ports and itinerary changes:
[Royal Caribbean Itinerary Change Updates] (*************************************************************************************************)

No compensation is being offered due to this change. Should guests choose to cancel, it would be under the normal cancellation penalty that they agreed to when making the reservation. As per our policy, no credit can be offered as well.

Given this, we must respectfully decline Mr. ******* request for a credit or change of sailing date for the cancellation penalties applied to his reservation. If Mr. ***** has any private travel insurance, we recommend contacting them for further review.

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

Sincerely,

****** Filgueiras
Royal Guest Experience Management
Initial Complaint
Date:03/02/2025
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 ordered 127 bucks worth of pictures and I never got them. They aren't showing up. I got charged 4 bucks for drinks but then someone said it was for popcorn. I never got any pop corn and they said all food was free. They cracked my suit case. I called them but they just transferred me around in circles then hung up. What awful customer service.
Business Response
Date: 03/11/2025
Subject:******

Case:23009862 Booking *******

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 Mr. ****** 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,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:02/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Royal Caribbean 'Vision of the Seas' leaving *********, ******** from 2/13-2/21/25, Reservation # *******. Concerns include inadequate handling insect infestation, poor medical care, limited ability to engage in preferred activities, medical expenses of over $500.1) Failure to follow investigation of insect infestation protocols, leading to need for a second inspection to be done. On 2/17/25, I reported multiple visible bite marks on both my calves to the State Room Attendant (Fiki). Housekeeping Supervisor (Heru) informed me my room would be inspected without my presence, which was against Royal Caribbeans policy 2. Despite multiple red visible bites and intense itching, Nurse ************************* informed me that its $250 to receive medical care (not including medication) unless housekeeping (Heru) first confirmed the presence of an infestation. 3. I Lossed 3 full days of my trip due to activity restrictions as per MD instructions. A complaint to ************ Services Officer (Yodhish *********) was dismissed as allergies, and also told me I didn't have to be present during room inspection, he refused to take any action. 4. No compensation, refund, or accountability from guest services, housekeeping taken despite clear service failures. 5. Dr. ******** (Medical Services), confirmed insect bites but provided low-quality free samples of 1% cortisone with minimal relief. MD report said no 'redness,' and severity minor, yet I had to receive antihistamine and steroid injections later same day. 6. I was still charged daily gratuity, and ultimately paid out over $500 for medical expenses and medications.Requested Resolutions: Partial refund for of the cruise due to lost experiences, refund of all medical expenses, a goodwill gesture, such as a future cruise credit or voucher I am extremely disappointed with the way my concerns were dismissed, and I expect Royal Caribbean to take this complaint seriously. I would appreciate a prompt response, thank you.
Business Response
Date: 03/06/2025
Subject: *****

Case: ******** Booking 6704847

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 Ms. ***** 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,

****** **********
Royal Guest Experience Management

Customer Answer
Date: 03/06/2025

Complaint: 23003064

I am rejecting this response because:
I have NOT spoken to ANYONE from Royal Caribbean regarding a resolution of my complaint. This complaint needs to remain open.

Sincerely,

Adeyola *****
Business Response
Date: 03/07/2025
Subject: *****
Case: ******** Booking 6704847

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

We regret that this situation remains a concern for Ms. ****** However, our decision will not be amended. Our records indicate that multiple inspections were conducted onboard the ship, including a thorough reinspection of the entire room, sofa, bulkhead, carpet corners, vanity chair, and window curtains by a horticulturist. No evidence of insect activity or bed bugs was found.

We apologize if the guest felt that this matter was not handled sufficiently while onboard. It is our aim to ensure the safety and comfort of our guests at all times while sailing with us, and we regret that we fell short in this instance.

As a goodwill gesture, we have offered the guest a future cruise credit equivalent to 2 days of their cruise fare.

For any medical expenses incurred, we advise the guest to submit a claim to their health insurance provider for coverage. We will review any uncovered expenses for possible reimbursement. However, our decision will not be amended. We have thoroughly addressed all concerns and consider this matter resolved. We are sorry that this experience has tainted the guest's impression of our company and for any disappointment this final response may bring.
.
Sincerely,

Royal Guest Experience Management

Customer Answer
Date: 03/07/2025

Complaint: 23003064

I am rejecting this response because: Royal Caribbean's 'possible' refund of my medical expenses totaling of at least $404.25 upon review of my insurance plan benefits continues to present a financial hardship/stress as this was all unplanned additional expenses outside my budget that was incurred due to unsanitary conditions while I was on board their ship. I am including evidence that my insurance plan does NOT cover for medical expenses outside the ** or even the Tristate area (I live in **), therefore all medical visits and medications are all out-of-pocket. I was not involved in their own policy of how an honest inspection process was to take place, and therefore their assertion that no bedbugs (could have been scabies, biting ants etc.) was found is questionable. I want my medical expenses refunded as this all happened on their property and there needs to be some basic level of accountability as I didn't make this up, their own medical team on board diagnosed that it was multiple insect bites I had and for which I had to have prescription medication to alleviate the symptoms. It has already been an unpleasant experience that has continued well beyond the end of my trip and I would hope that the management team at Royal Caribbean would do the right thing so this case can be closed amicably.

Sincerely,

Adeyola *****
Customer Answer
Date: 03/07/2025
More information on my Emblem Health plan coverage areas.
Business Response
Date: 03/12/2025
Subject: Lockei

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

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

We regret that this situation remains a concern for Ms. ******* After further review and two thorough inspections conducted on the ship, no evidence of bed bugs was found. Unfortunately, we are unable to refund the medical expenses.

We apologize for any inconvenience this may cause. However, our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved. We regret that this experience has impacted your impression of our company and apologize for any disappointment this final response may bring.

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

Sincerely,

Royal Guest Experience Management
Initial Complaint
Date:02/27/2025
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.
This is related to a trip that I took with my family the week of October 6th 2024. During the trip the Royal ************* on board made me realize that I was overcharged for trip incidentals I paid for throigh a 3rd party travel agent, but they could not fix it, I had to complaint with the travel agent. Noting that the 3rd party travel agent was the designated medium provided by Royal Caribean via their official App to book Cruise Tours, and others such as drink package. They overcharged me charging me for Tips and Taxes that werent applicable. The 3rd party vendor recognized this error, and refunded me the money ($752). At the same time RC accepted to refund me $204, (this was all around January 20, 2025) which they did for a bad experience on board related to one of the tours. But at the same time RC credited me the $204, they charged me $289. When I ask them why are they charging me that amount, that was not discussed nor agreed by me. The repeatedly answer that they cannot tell me, and that I have to talk to the Travel agent. When I speak to the travel agent, he refuses to discuss this, because he did not charge me that amount and had nothing to do with it (which I agree). I went in circles with these two parties (both over the phone and email) on this multiple times, with no answer, not resolution. Never happened to me before. What I want is for Royal caribean to credit me back the $289 I was charged for no reason.
Business Response
Date: 03/02/2025
Subject: Valls/ ******* & 1467199
Case: 22991754

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Due to legal and privacy concerns, we are unable to discuss this reservation with the guest. Please advise the guest they will have to contact their Travel Agent. We apologize for any disappointment.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Royal Guest Experience Management

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