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

1,424 total complaints in the last 3 years.
430 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:10/29/2022
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 booke 3 excurisions for Mr ********************** # *******. The Delux Beach Break at ********* was refunded to my debit card. The second on the same cruise to ********* $ ***** was refunded to my Sea Pass account. The third was booked on the app to Blue Water Beach Transfer and cancelled on board during the cruise. I have not been reimbursed. The post cruise specialists are saying there are suspicious things about my account which they can not discuss with me. This team is not working on the Blue Water Beach transfer
Business Response
Date: 11/09/2022
Subject: *****

Case: ******** Booking 7479028

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

Our records show that all three shore excursions booked prior to sailing and onboard have been refunded. We issued $168.00 on 9/20/22 for a Deluxe Beach Break Playa *** and $141.98 on 9/7/22 for another Deluxe Beach Break Playa ***.We also show that $34.99 per person was credited to this partys Onboard Account on 10/5/22 for the additional tour. Furthermore, on 10/29/22 ************** called our corporate office to address this matter and we thoroughly reviewed all the details on the account which the guest agreed with. As such, a resolution was given.

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

Sincerely,

Guest Experience Management
Initial Complaint
Date:10/29/2022
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.
Good afternoon,I attempted to book a cruise with Royal Caribbean, yet experience false advertising. I am trying to book an additional cabin which will include two children. They have posted on their website that children sail free. When you try to book it, they are charging you for the children. When I called they claimed that the sailing was not part of the promotion, but there website didn't indicate this on the ad. The agent I spoke with claimed there was a PDF file that explained this to be the case, yet their webpage didn't have a link to such document. To add the site did not state that expulsions applied. I emailed them and never received a response.I would like this matter resolved by having the free children component applied to the additional reservations I am trying to make at the price offered at the time I tried to book. My booking number is: 4190638.Thank you.*********,***********************************
Business Response
Date: 11/09/2022
Subject: ********

Case: ******** Booking 4190638

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

Kids Sail Free applies to new bookings made between November 1 30, 2022 (Offer Period) on sailings departing on or after December 1, 2022 April 30, **** (Offer Cruise), providing free cruise fare for third guests and higher who are 12 years old and younger as of Offer Cruise departure date on sailings 3 nights or longer booked in the same stateroom as the first two qualifying guests in a triple or quad- occupancy stateroom. Kids Sail Free excludes Thanksgiving sailings departing November 18, 2022 November 25, 2022; November 17, 2023 November 24, 2023, Holiday sailings departing December 18, 2022 January 6, 2023; December 16, 2023 January 5, ****,Spring break sailings departing March 10, 2023 March 24, 2023; ******************** 22, ****, Holy Week/Easter sailings departing April 1, 2023 April 11,2023; March 22, **** April 4, ****, ****** Sailings departing May 24, 2023 September 1, 2023 and Radiance ****** Cruisetour sailings departing May 19,2023 September 15, 2023. As such, were unable to ***** the requested resolution.

Additionally,taxes, fees, and port expenses are additional and apply to all guests. These details are readily available on our consumer website. For more information,please visit https://www.royalcaribbean.com/terms-and-conditions/promotions.

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: 11/10/2022

Complaint: 18331676

I am rejecting this response because: the adversting is misleading and doesnt not provide such explaining on the website when you go to this piece. The company needs to properly post that they have exclusions otherwise honor what they advertise.

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. We work hard to ensure we are providing fair pricing, as well as desirable promotions as often as possible. Our records indicated that reservation # ******* is for 2 adults, however, as explained early Kids Sail Free promotions, it only applies to new reservations made between November 1 30, 2022 (Offer Period) on sailings departing on or after December 1, 2022 April 30,2024 (Offer Cruise), providing free cruise fare for third guests and higher who are 12 years old and younger.
Should the guest have any further concerns regarding the terms and conditions of her reservation / promotions, we must ask that ******************** contact her travel agent for clarification. Thank you for bringing this matter to our attention.

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: 18331676

I am rejecting this response because: my concern is not about my current reservation but a new reservation I was trying to make for my brother and his family. When trying to book it it was charging us for the kids despite the website saying they would be free.
Thank you.

Sincerely,

***********************************
Initial Complaint
Date:10/28/2022
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.
As I pack for yet another Royal cruise tonight, I find the need to file a formal complaint. I went on two cruises (back-to-back) in Sept. I am a Casino Royal Prime and Crown Platinum member. I took my son on a cruise and then my sister. The second cruise (Reservation #*******) with my sister was horrible. I get complimentary cruises from Casino Royal and try to share my love for Royal Caribbean with my family, and this cruise was an embarrassment. On the 3rd or 4th day, my sister took a nap on the couch in our room. Later that day, she began to demonstrate red bug bites all over her arms, back, and shoulders (pictures attached). Upon examination, we determined that they looked like bed bug bites. My sister is a retired nurse and has seen these bites in the facilities that she has managed. We called housekeeping and she went to the medical department. Upon examination, the nurse called the doctor, and she was treated for bed bug bites. Housekeeping checked the room and did not find anything and left but we were told that Guest Relations was notified. We began to check the room ourselves. We pulled out the couch and discovered old, used covers. As we were looking over the cover, we encountered a bug crawling on the dirty covers (pictures attached). The video was too large to be attached. We called housekeeping back, and this time he returned with his supervisor. I use this term loosely because his demeanor, attitude, and actions did not demonstrate that of a supervisor. He instructed us to step out into the hallway so that they could examine the room. My sister was still getting dressed from her shower, and I had on my gown. We did not want to touch any of our luggage or clothes. Consequently, we are in the hallway at about 11 p.m. in our gowns as other guests were walking up and down the hallway as they pulled out beds, frames, and wall fixtures. I will attached full complaint in a document.
Business Response
Date: 11/08/2022
Subject: Veal

Case: ********* Booking 1231153

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

We're terribly sorry to hear that this party encountered bug bites and hope theyre doing better now. Please be assured that we do not have bed bugs aboard the ship. According to our records, the stateroom was thoroughly checked by the shipboard staff, including a horticulturist, and it was negative for these bugs. Although this was confirmed, we moved this party to another stateroom and provided them with $200.00 Onboard Credit on their Onboard Accounts for the inconvenience. As such, we have fully addressed the concern and must respectfully decline the request for additional reimbursement.

Furthermore,while traveling, bed bugs may be picked up in many different locations. When luggage is stored closely together in an aircraft or a night is spent at any form of hotel, one is susceptible to acquiring bed bugs.

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: 11/08/2022

Complaint: 18331034

I am rejecting this response because: I clearly have a video of a bed bug crawling on the old, used cover that was inside the couch.
I'm very disappointed in Royal Caribbean and your response.

Sincerely,

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

Case: ******** Booking 1231153

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

It's unfortunate to learn of the guests dissatisfaction with our response regarding the outcome of their concern. While we empathize with their sentiment on the matter,the situation brought forth by this party was reviewed and rectified.Additionally, I can assure that the feedback *********** shared is a valuable and essential part of our ongoing improvement efforts. As a returning guest, her perspective is extremely important and helps greatly as a method of measuring our performance. Therefore, her comments have been forwarded to the appropriate operational teams.

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: 18331034

I am rejecting this response because:

This company is focused on bed bugs but not on the fact that two female guests were left in the hall with gowns on. They are not focused on the horrible customer service, the lies, and the rudeness; that is the problem but the matter is done for Royal and I am done with Royal as well.
Sincerely,

***************
Initial Complaint
Date:10/28/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have sent numerous emails to get our e-gift cards applied as payment to our existing reservation. Payment was supposed to be applied within 2 weeks. We sent initial request on Sept 22, 2022. I have called Royal Caribbean on SEVERAL occassions and they keep extending the final payment date. Royal Caribbean also states they do not have a phone number for ****** Services Gift Certifcate Redemption @RCCL. That is ridiculous. The customer service has been awful. We have applied these type of payments in the past and they were handled within days. We are now going on 5 weeks and it just isn't acceptable and we do not want our reservation cancelled due to their incompetence.From: ******************* <********************>Date: Thu, Sep 22, 2022 at 6:41 PM Subject: ******* - ***** and ******************* 01/07/2023 To: <************************************************>Hello. Please apply the following gift certificates as payment on reservation #*******. Thank you!90638033841015 $200.00 ************** $200.00 **** and *********************
Business Response
Date: 11/07/2022
Subject: *****

Case: ******** Booking 7032226

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

According to our database, weve only received an email for two Gift Certificates in the amount of $500.00 & $200.00. We show that they were applied to the booking back in 2021. As such, the guest will need to email them to ************************************************ in order to have them redeemed. This is standard policy and processing guidelines for these certificates. Therefore, while we understand that the guest is dissatisfied, the above instructions are required to be followed for application.

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: 11/08/2022

Complaint: 18330794

I am rejecting this response because: Royal Caribbean does not have accurate information. Had they read the complaint they would have seen the initial email sent to their third party vendor ****** Services Gift Certificate Redemption on September 22, 2022. I have also called Royal Caribbean numerous times and the reservation is notated about this issue.
I have attached several emails showing correspondence. This process has been a nightmare and I don't have the time or energy to waste my time calling them and sending emails. The third party vendor is incompetent and unresponsive. Of course Royal Caribbean doesn't see it in their system because the vendor isn't doing the job. We have used gift certificates in the past and they were always applied within a few days.
I have also requested to be contacted by a manager and no one has called.

Sincerely,

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

Case: ******** Booking 7032226

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

While we appreciate the guests clarification, the fact remains that we only have one Gift Certificate redemption communication on record. That being said, the guest needs to send them to ************************************************ for application. Furthermore, we show that this party addressed the matter with our corporate office today, and its being reviewed further. As such, were doing our due diligence to assist with their concern.

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

Sincerely,

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

Complaint: 18330794

I am rejecting this response because: I HAVE EMAILED the e-gift cards to the referenced email. Is Royal Caribbean even reviewing the attachments and this complaint? I have done everything in my power to get the e-gift cards applied as payment. I submitted the original email on SEPTEMBER 22ND, 2022 as shown in the previous attachments to this complaint. I also submitted the e+gifts about 50 times since the last correspondence. ****** services is NOT doing the job! I have also sent complaints to upper management including ***************** Royal Caribbean needs to apply the e-gift cards as payment OR write off the remaining $400 and **** our reservation paid in full!

Sincerely,

*******************
Initial Complaint
Date:10/28/2022
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.
Original Cruise was booked on Allure of the Seas sailing April 30, 2022. We had to cancel our reservation and rebook a room for our Daughter. We were credited a future cruise credit of $2727 USD. When we booked another cruise using this FTC we were told it was in CDN dollars. I have FTC for ***** 1-QACUITU for $1362 CDN and FTC for ********* 1-RI29C3C for $1362 CDN. I have an email from my travel agent (who has since retired) stating that it should be in USD , I have an email from the resolution centre stating that it is in USD. Every time I call RC I am on the phone for over 2 hours, only with the promise that I will be contacted back .. the most recent resolution centre representative *************************** was supposed to contact me 6 days ago I have emailed him numerous time trying to contact him for a refund of the missing funds.. We paid $3500 for the initial vacation to which RC had only issued a FTC in $2724we would like to be refunded the missing amount. We have missed out on cruise credits and discounts because this has not been sorted out. It has been over almost 6 months and this should be sorted out. Please email me initially and I will respond with a good time for a telephone call. Please respond with an extension number to contact RC. I have tried calling RC in ***** and I can not leave a message because their machine is fullThe first image shows the confirmation from the resolution centre showing the dollar amount and currency, the second image shows what we booked and the onboard credit we would have received if the booking was proper -that is evidence of the cruise credits that we missed out on.
Business Response
Date: 11/09/2022
Subject: **********************************
Case: ******** / Bks # *******-9840125- 4142645

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

Our records indicated that on October 29, Mrs. *************** contacted our ********************** regarding a certificate in the amount of $ ******, however, only ****** was honor. Royal Caribbean International prides itself on being customer service oriented, and we are prepared to do whatever we believe is fair and reasonable to help resolve a situation. As a gesture of goodwill and as a onetime exception, we will like to offer Mrs. ********************* an onboard credit of $200.00 total. Please contact our *************************** at : ************ in order to confirm the offer.

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:10/28/2022
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.
My mother was on the Ovation of the Seas in *********** and had a stroke. It has been days, and I have not heard a word from the cruise line, I have been trying to reach the cruise line for over 24 hours to find out where my mother has been left, where her stuff is, and what even happened. I am in shock with no idea what happened and can not reach anyone. I have reached out via text, ******** email, phone, with no response.
Business Response
Date: 11/07/2022
Subject: ** Laurent

Case: ******** Booking 8787913

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

Were sorry to hear that Ms. ******************* mother experienced a medical emergency onboard. According to our records, this issue was thoroughly investigated with the ship by our corporate office. The details we obtained were provided to Ms. ** Laurent via telephone on 11/1/22. As such, her concern was fully addressed.

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:10/27/2022
Type:Order 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 and our two children booked our first cruise with Royal Caribbean back in May of this year (2022) Our reservation number is *******. The cruise was scheduled for August 12, 2023 and we were traveling on that cruise with my parents ***** and *********************. Their reservation number is ******* for the same cruise of August 12, 2022. My parents live in ******** and my wife and I live in Virginia and the cruise port for our cruise was scheduled to leave from is in *******. Due to some unexpected recent medical conditions with my mother who will be 78, her doctors have recommended her not to fly or been in long car rides. Because of this both of our families wanted to change our cruise reservations to a different cruise port that was closer to our residences. We chose to sail from ********** on the Liberty of the Seas on August 10th instead of August 12 from *******. When I called Royal Caribbean to make this change they charged me $100 per person on my reservation which totaled $400. Even though the only reason why we wanted to change our reservation was because of medical conditions concerning my mother who is traveling with us Royal Caribbean's resolution department still refused to wave the change fee. My parents are long time members with Royal Caribbean and did not have to pay a change fee. This is ridiculous that my wife and I have to pay $400 to change our reservation when the cruise is still ten months out. I paid the change fee because this trip is important to me because my parents are in their late 70's and I don't know if this will be the last trip my wife and I will be able to take with them. This has also made my parents angry who have cruised many times with Royal Caribbean and they are considering moving to Carnival for the next cruise. I want my $400 change fee refunded back to me. If not I can assure you this will be the cruise my wife and I and my parents will ever take with Royal Caribbean. We use Carnival for future trips.
Business Response
Date: 11/04/2022
Subject: *****

Case: ******** Bookings ******* & 6734089

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

Were sorry to learn that ************** is dissatisfied with our Non-Refundable Deposit policy. According to our records, this party is reserved with our NRD promotion. Per our guidelines, a change fee of $100.00 per guest will apply for ship or sail date changes under this offer. Additionally, this information is detailed on the booking invoice we sent to the guest when the initial voyage was reserved. Out of fairness to all guests, individual exceptions cannot be granted.

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

Guest Experience Management
Customer Answer
Date: 11/13/2022

Complaint: 18323748

I am rejecting this response because: When I called Royal Caribbean direct and reserved our cruise I was not given an option for a refundable or non refundable deposit. I was simply told the deposit was $1,000. I can assure you had I been given an option for a refundable deposit that was more I would have taken it. The feed back I am getting from my mother and father who I mentioned in the initial complaint and other people that have sailed with Royal Caribbean is that when I called you guys to reserve the cruise I should have been giving an option for a refundable deposit. Again I was not given that option. That is the fault of your employee not offering me a deposit option...not mine as the customer. You could have waved the $400 change fee because of the reason I had listed in my complaint but you refuse to do so. If you still want to stick by your decision that's fine. I can assure you this will be my first and last cruise with Royal Caribbean and I will go back to Carnival who I've sailed with prior. And I can also say this has upset my parents ***** and ********************* that have been on many cruises with Royal Caribbean (you can check your records to verify). My father told me this will be their last cruise with Royal Caribbean also and they will be switching to Carnival for future cruises. Its clear Royal Caribbean has no concern or sympathy for why we needed to change sail dates and cruise ports. I will also say that if you want to still refuse to refund my wife and I's $400 change fee there will be no gratuities left for anyone after the cruise is over other than what's included in the cruise price. In the end this will end up costing Royal Caribbean a lot more than $400.

Have a great day!!!

Sincerely,

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

Case: ******** Bookings ******* & 6734089

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 not properly informed of our Non-Refundable Deposit policy when he reserved the sailing. Due to the circumstances, a refund has been granted.We will issue $400.00 to **** ****. Processing time may take up to **** business days however, were working on expediting the payment. 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:10/27/2022
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 June 15, 2021 we booked an 11 night Hawaiian cruise with with Royal Caribbean International through AAA travel in Aurora IN. (Radiance of the Sea Reservation ID: ******** The ********************** was cancelled (for a second time) due to COVID and we rescheduled it to depart on September 23, 2022. We did purchase travel insurance. The day we were to leave our home in ******* to go to ******* to ********* to take the ship, we missed our initial flight out of **********, **. We could not get another flight. AAA contacted Royal Caribbean to see if they could pick ** up somewhere else, but they declined. So we did not go on the cruise. AAA and I both contacted Royal Caribbean to get back at least some of. our money as we had travel insurance. They said, "NO you missed your flight". Can you help me resolve this please? ***********************************, AAA agent, "Royal Caribbean advised that since it is the responsibility of the guest to arrive to the airport in time for their flight, unfortunately, they are not able to offer a refund or a credit of the cruise." Are you able to help ** with this issue? Thank you.
Business Response
Date: 11/04/2022
Subject: ********

Case: ******** Booking 5960670

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

Its unfortunate that this party was unable to take the cruise due to missing their inbound flight. Our records show that the travel agency managing their reservation reached out to verify if a downline to the next port of call was possible. We explained that the **************** Services Act restricts the movement of passengers between two domestic ports on a foreign-flagged vessel. This is a maritime law that we are obligated to follow. As such, we advised that assistance could not be provided. Additionally,while we empathize with their situation, it is the sole responsibility of the guest to meet the air arrangements set in place by the airline. We recommend that they file a claim with their travel protection, if applicable. 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
Initial Complaint
Date:10/27/2022
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 unable to reach Royal Caribbean to request them to stop sending me information via postal mail. I have been unable to get through via phone despite waiting hours in their phone tree and I have sent countless emails. I receive at least 1-2 pieces of mail from them a week for cruises. I went it to stop. Its frustrating and almost feels like harassment sales tactics. Stop sending me mail!!
Business Response
Date: 11/04/2022
Subject: ****

Case: 18323473

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

According to our records, the consumer has no physical address listed on file for marketing communications. We also show that this information was relayed to ************ on 10/30/22 via email. In turn, we advised that her email address was removed from receiving any further correspondence on our behalf. Additionally,Royal Caribbean International rarely sends physical mail as weve transitioned to sending details mostly online.

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:10/26/2022
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 purchased an ******* Cruise with Royal Caribbean Cruise Line for 5/24/22 with a departure via American Airlines from ******** to ******* on 5/23/22. The flight was canceled due to engine trouble and because we booked our plane trip via RCC, we were informed that by doing so we would not miss the departure. After contacting the Emergency Travel Team, the were unable to assist. My wife had to purchase airline tickets via Hotwire with a departure with Delta via ******************** Airport. RCC were not able to assist in anyway - they did not find another flight. I have sent various emails, and made over 13 phone calls to the Emergency Travel Team without a return call or refund.All documentation was provided, but no one would ever return my call.Phone calls made and duration in hrs/mins/secs.: 5/22 11:31 am 5/22 9:08 pm 1 hr.59.39 5/27 9:59 pm 37 min.54 5/29 10:09 pm 19 min.37 5/31 8:00 pm 6 min.25 6/2 5:28 pm 28 min.16 6/28 12:36 pm 1 hr.27.31 7/7 8:02 pm 1 hr.08.49 8/13 8:17 pm 2 min.14 8/13 8:20 pm 17 min.14 8/13 8:38 pm 1 hr.16.05 9/19 10:05 am
Business Response
Date: 11/07/2022
Subject: *****

Case: ******** Booking 1167883

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

Its unfortunate that this partys flight was canceled which in turn cost them an additional out-of-pocket expense. A request has been made to our ********************* to have $1,691.76 credited to their **** ****. Processing and disbursing the payment may take up to ***** business days to be completed. We greatly appreciate the guests patience while we finalize the resolution.

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

Sincerely,

Guest Experience Management

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