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

1,425 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:10/26/2022
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.
I have an upcoming reservation reservation#*******. This reservation was paid in full months ago. September 22, I contacted customer service via phone and social media for assistance redeeming a $100.00 gift certificate-I submitted the information and was told to wait.... I have contacted RC 9/25, 9/29, 10/6, 10/19, and now 10/19. They made an error processing the gift certificate(which they admit to) and it is showing I owe the $100 on my reservation that was supposed to be a gift certificate onboard credit. I have been told 7 times this would be resolved within 48 hours since 9/25. I have spoken to several people who are "calling me back the next day" This is completely unacceptable. I do not owe a balance and my $100 gift certificate is gone. I want a billing adjustment and my $100 onboard credit, at the very least.
Business Response
Date: 11/04/2022
Subject: ********

Case: ******** Booking 5577128

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 experienced with their reservation. The balance has now been removed and the booking reflects as paid in full. Additionally, weve added the $100.00 Onboard Credit as requested for the Gift Certificate. Please find enclosed a copy of the booking invoice confirming the corrections made. As such, the resolution was completed.

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: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.
On 10/5/22 i went to the "nextcruise" area of Royal ********* to book a family vacation. I was told I could book a cruise with some benefits AND I could book additional rooms for family members to join us. We booked our room and cruise. I did not want to choose my family that were not with us preferences so I was told I could just book it as a next cruise pay the deposits and when i returned home call royal carribean to change the names on the room to the family members that were attending and they could choose their preferences. Well now RC is saying i can not do this and at least one of he names on the reservation must stay the same. That does not work with all the rooms having the same two names currently on them. Even though I was given wrong information I offered to just cancel the reservations and rebook with correct names. I loose the deposit this way. They offered to give me one deposit back and loose the rest. I stated that no one looses if they would just honor their reps **** and change the names on the rooms. They get their money I keep mine and we go on a cruise. They state they don't have authorization to do this and must follow policy.
Customer Answer
Date: 10/26/2022
TRYING TO SEND SCREENSHOTS, WEBSITE STANDS STILL. RESERVATION NUMBERS ARE ******* AND THE TWO WERE WE ARE TRYING TO SET UP FOR FAMILY ARE ******* AND *******. JUST WANT NAMES CHANGED AS REP SAID WE COULD AND WE CAN DO A FAMILY CRUISE. I AM TOLD THEY CANT AND THEN DON'T WANT TO REFUND DEPOSIT SO WE CAN REBOOK AND PLACE THAT DEPOSIT ON NEW RESERVATIONS. NO ONE LOSSES MONEY THIS WAY. THEIR POLICY AND PROCEDURES DONT ALLOW IT AS IM TOLD. WILL CONTINUE TO SEND RECEIPT FOR PROOF OF PURCHASE ONCE WESBITE ALLOWS
Customer Answer
Date: 11/01/2022
proof of purchase reservation numbers previously sent with explanation
Business Response
Date: 11/07/2022
Subject: *******

Case: ******** Booking 7171782,7732671 & 7734807

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

Its unfortunate that this party may have received misinformation regarding our NextCruise booking policies. Per our guidelines, at least one name chosen at the time of reserving and confirming the sailing must remain or the booking will be considered canceled. These details are readily available on our website. To view it,please visit https://www.royalcaribbean.com/faq/questions/next-cruise-onboard-future-booking.

Additionally, for a NextCruise book later reservation, the double name change policy does not apply. Guests are able to change all names on a booking to gift a book later reservation to someone else as long as a ship or sail date has not been selected yet. Kindly find enclosed the FAQs enclosed for further verification. Furthermore, all the reservations in question were booked with Non-Refundable Deposit promotions.Therefore, if canceled, refunds are not provided, and this is stated on their booking invoices.

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: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.
Hello booked a cruise on Grandeur of the sea,for Jan.13,-Jan.22,(9 nights southern Caribbean)price total $1,874.44,outside room for 1 person 1,572.44,160 port ******************* insurance on July.6,2022.For the best deals Royal Caribbean said to book early and pay in full.So L e been checking the online site for updates and about Oct.12, they lower the prices on rooms,the room I payed $1,572.44 is going for $940.00,so I asked for a break,they said no,so I as to upgrade my room to a balcony room that was about $2,000,but now $1,500.they said no.I said upgrading is aloud,they said there no more balcony rooms available.I told them I check yesterday ,but I would have to pay again.so *********************** the Reservationist said there full,so I said Ill like my money back,she said Ill only get back half the $1,572.44. So I said I payed for insurance,she said you have to be terminal Ill.I think this singles cruise is going to be loudly.fulling the ship up with cheap skates.They could have gave a discount or upgrade or my money back,but didnt even try.I would have to keep calling being put on whole a 1/2 hour at a time,and promised A call back,but said there so busy.Her # is ************************,theres no other # or people to talk too.Cruise aint till Jan.13,2023 to meet single people,but I feel like lm just spending to much money.
Business Response
Date: 11/03/2022
Subject: ******

Case: ******** Booking 1070619

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

**************** is currently booked on a cruise thats 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 or discuss financial details without the consent or knowledge of the agency. The travel partner acts as the liaison for all the guests needs. As such, we must ask that the guest reach out to his travel agency at ************ to address any concerns regarding the cost of his voyage.

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: 11/04/2022

Complaint: 18315664

I am rejecting this response because:

Sincerely,

*****************************,Hello,just talked to the Travel Agent *********************** *************************.She said she cant do nothing,its Royal Caribbean she works for,everything is taken care of by them, she also said theres no up grades available,but they is?and I would be charged $2,800 not the the $1,500 that there giving discounted new passengers,if I could get my money back Ill rebook for cheaper. Thank-you *************;
Business Response
Date: 11/09/2022
Subject: *****************************
Case: ******** / BK# *******

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

While we empathize with this party regarding this situation, as **************** booked through a travel agent, we are unable to discuss reservation details or make any changes due to contractual agreements. We kindly advise the guest to please contact his travel agent for further assistance regarding this matter. They are in a better position to address his concerns and expectation. Please accept our apologies for any inconvenience this may have cause the guest.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 11/09/2022

Complaint: 18315664

I am rejecting this response because,its the same message,I talked to the travel agent 100 times,and getting nowhere,whats next to do?Besides there exclusives. Dom
Initial Complaint
Date:10/25/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family reserved spots for a sailing on Royal Caribbean cruise in lieu of presents this year. The children helped plan the trip and we selected the ****** sailing specifically for its aqua adventure excursion at Atlantis. We also paid for the *** package for the added benefits especially the boarding and debarking benefits to help make this an enjoyable vacation with our son who has special needs. I purchased gift cards to apply towards our final payment and verified ahead of purchasing them with RC customer service that I could use them in this way, and RC extended our final payment deadline to allow for the 10 day processing time for the gift cards. The payment deadline was extended to October 19, 2022. 12:29am 10/17 I received email notification that my final payment, was not paid and that my reservation had been cancelled before the due date! 10/17 I called Royal Caribbean customer service the follow morning during business hours and was told that our reservation had been restored with our prepaid excursions. 10/21 I received an email from Royal Caribbeans department for gift cards that the certificates have been submitted for processing and should be reflected on your reservations within approximately 5 business days. 10/25 I checked to see if the balance had been applied and realized that it had but that Royal Caribbean had canceled our aqua adventure excursion (now sold out), the Key package, and all but one of our drink packages (now a different price), and had mis-credited the gift cards. There was supposed to be a small remaining balance of $97.70 **************** stated that this is standard procedure when they cancel a reservation, even when it is their fault. On top of this they still have not refunded this from my credit card at 9 days. I have over $2000 for these services on my credit card while they are canceled on my booking.
Business Response
Date: 11/04/2022
Subject: *******

Case: ******** Bookings ******* & 6510106

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

Were sorry that this party encountered some issues with their upcoming reservations.Our records show that due to a technical error, the bookings were canceled although the final payment date was extended. When a cancellation is processed,pre-purchased enhancements are automatically canceled as well. Unfortunately,these items were no longer available when the reservations were reinstated for the guest. Currently, reimbursement for these items is processing and we appreciate the guests patience while it gets completed. We understand this is disappointing for the guest. As such, weve issued and applied a $100.00 Onboard Credit for each guest as a goodwill gesture for the inconvenience. These credits can be used towards their pre-cruise purchases. Please find the details listed below for verification purposes.

************************* #1-RQODF6T $100.00
Lira Ael ******* #1-RQODF6V $100.00
********************************* #1-RQODF6Y $100.00
************************* #1-RQODF84 $100.00
************************* #1-RQODF86 $100.00

Furthermore, the bookings reflect that their Gift Cards were added accurately to each booking. If ****************** has a discrepancy with the application, he must email ************************************************ for additional clarification.

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: 18313890

I am rejecting this response because: We do appreciate the onboard credit to help offset some of the cost to rebook what was cancelled at a higher price. However, Royal ********* was unable to reinstate our *** package, which we purchased for the priority boarding and debarking for our child with special needs. We will need the *** package reinstated for our entire family or will need custom accommodations for priority boarding and debarking. If this can be instituted, we will consider our complaint resolved.

Sincerely,

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

Case: ******** Bookings ******* & 6510106

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

Were sorry that ****************** has encountered some concerns with their upcoming reservations. As explained to ****************** unfortunately we are unable to reinstate the *** package, however, we can secure priority embarkation and debarkation for his family as requested by *** ******** Again, we apologized to Mr. ******** and his family for the inconvenience this is casing them.

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

Sincerely,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Customer Answer
Date: 12/08/2022
Please refer to the following previously closed complaint Case: ******** Bookings ******* & ******* To follow up, we still have not received the refund for the cancelled excursions and packages. We are still owed a refund of $1523.43 (across two different credit cards $626.78 and $896.67) that we were told that we would receive over a month ago. We still have not received this refund. When we called initially, they told us 9 days, we have called back multiple times since then and are told that the refund is still processing it and should be reapplied "in a couple more days". We have heard this at least three times now, and here we are without our refund. We would like to have this refund expedited, as it is a large sum on our credit cards and has been gathering interest.
Business Response
Date: 12/12/2022
Subject: *******

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

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

Our records indicate that a total of $896.67 was disbursed to the guests respective MasterCards ending in **** & ****. The three payments given were credited to these cards as of December 6, 2022.Furthermore, due to a technical issue, the Cruise Planner reimbursements on ******* havent been issued. Were sorry for the delay and any inconvenience this has caused the guests. An escalated request has been made to have $627.78 paid out as soon as possible. We can assure you that were working diligently to finalize this payment. We appreciate the guests continuous patience while we complete 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:10/25/2022
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 booked a cruise that departed in Oct16,2022 when making the arrangements I told the agent that my son was wheelchair bound and we needed a room to accommodate him. I was reassured that my son would not have a problem accessing our room. When we arrived my son could not get past the beds from the entry door. To get in the shower he has to transfer from his w/c to a desk chair be moved around and then transfer to a shower bench. He had no access to the balcony which I paid extra for to allow him to sit on the balcony. I immediately went to the concierge desk and was told there was nothing they could do. My son spent most of his vacation in bed because he was depressed as it was not accessible for showers or anything in the room. The room I paid for was not as described and ruined our first trip in 3 years since his accident.
Customer Answer
Date: 10/25/2022
Added receipt and confirmation code requested
Business Response
Date: 11/02/2022
Subject: ***********************************

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

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

Its unfortunate that ********************* is dissatisfied with the accommodation she selected. Our records indicate that an accessible stateroom wasnt available when she reserved the voyage. The guest advised that her preference was an ocean view balcony however, the only staterooms available with a balcony was a Boardwalk View Balcony. We also stated to the guest that our system does not allow to waitlist this type of stateroom for a group booking. In turn, ******************** reached out a few days later to let us know that an accessible stateroom was now available but, it had already been reserved.

Furthermore, on October 3, 2022 the guest contacted us once more to verify if an accessible stateroom had become available, but the result was the same. She then asked if an ocean view stateroom was obtainable, so we checked the inventory and one was, but not wheelchair accessible. The guest then proceeded to request to make the change from Boardwalk View Balcony to an Ocean View Balcony. Once the stateroom was secured, ********************* made a full payment while being fully aware that the room in question was not wheelchair accessible. On the same day, ********************* called our ***************** to request a lift and a shower stool which we granted. As such, weve exercised our due diligence in providing the information required. Therefore, we must respectfully decline reimbursement.

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: 11/02/2022

Complaint: 18310413

I am rejecting this response because:
When I did book the ocean view balcony I was told that he would have no problem getting into the room. When we arrived he could go no further than the door. Whereas the room next to us there was plenty of space because there was a couch there when you first come in. I feel that the agent totally misrepresented the room being told that he was wheelchair-bound.
Sincerely,

***********************************
Business Response
Date: 11/09/2022
Subject: ********

Case: 18310413Booking 3868583

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

While we empathize with Ms. ********* disappointment, the fact remains that we confirmed the accommodation chosen with the guests acknowledgment. We also guided her on the next steps to take for her sons special needs in the stateroom. As such, the guest was not misadvised of any information. Furthermore, when the guest addressed her concern with our corporate office, we offered a 20% Future Cruise Credit for the inconvenience which was declined. That being said, were unable to honor her request.

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: 18310413

I am rejecting this response because:
I was told that he would fit in the room even though its not an accessible room. Totally discussed with royals response. 20 0/0 does not make up for his first vacation since his accident being ruined. Thank you Royal Caribean for your slap in the face offer.
Sincerely,

***********************************
Initial Complaint
Date:10/24/2022
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.
Please see the attached detailed file.
Business Response
Date: 11/03/2022
Subject: Roman

Case: ******** Booking 432620

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 cruise experience.According to our records, the guests concerns were thoroughly addressed by our **************** on 8/22/2022 and 9/20/2022. Considering the issues brought forth by **************, we provided a refund of $535.00 for the inconvenience this party encountered. As such, an amicable resolution was given. Therefore, while we empathize with the guests dissatisfaction, we must respectfully decline the request for a full refund or free cruise.

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: 11/03/2022

Complaint: 18308384

We are rejecting this response because, empathy is not what we expect from a multi billion dollar corporation as a response for not delivering an acceptable service for the money we paid them.
We paid RC close to $3,000 plus close to $900 airline ticket from SC to ******* to have a good vacation. But RC did not deliver. Not only excursions were canceled, but poor ship management in ****** caused very long stressful passenger lines and lack of food upon boarding.
Add to that getting Covid on their ship and suffering for almost 10 days plus a quarantine in a hotel in ******* for 3 days. This ship did not follow good Covid protocols. We would like to also know the nature of illness that their crew member suffered during this trip and was air lifted to a hospital in ******.
After reviewing several ******* videos, it was clear that RC has many many complaints against them.
RC don't seem to care about losing their customers' loyalty "*******************, dollar foolish".
We strongly feel that we deserve getting fully compensated for ruined vacation that we paid thousands for and compensated for Covid suffering. By the way, we never had Covid before because we were extremely careful, but RC cruise ship did it for us.
Sincerely,

*******************
Business Response
Date: 11/09/2022
Subject: Roman

Case: ******** Booking 432620

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

Although we recognize that the guest feels our resolution is unsatisfactory, the fact remains that all concerns were addressed. Furthermore, a refund was provided for the inconvenience experienced. As such, weve done our due diligence to assist ************** and no additional compensation will be granted.

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

Sincerely,

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

Complaint: 18308384

I am rejecting this response because they have done nothing to give us what we deserve. We asked for a full refund or an equivalent (in value and time at sea) replacement trip to make up for the service they did not provide which we paid for.
Hard to believe that RC is losing a customer and maybe more and they don't think this policy will impact their future business. Very sad.
Sincerely,

*******************
Initial Complaint
Date:10/24/2022
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.
A cruise was booked w/Royal Caribbean. We are not disputing it or asking for any refund. When booked, a Covid test was required by the country we are traveling to. The cruise line has a Covid page on their website/app in which they state their Covid testing policies & that it depends on the county of travel. Since we were going to ******* & the country required it, we understood that we needed to get a test 2-4 days prior. I kept checking the countrys website which we linked to from the cruise lines app: ****** as ******* requires a precruise travel authorization form that also includes the Covid test results. Last week, while going through the Cruise lines app, I saw that ******* has revised their requirements & any cruise departing after 10/25/22 would no longer need a Covid test. Our cruise departs on 10/29/22. I called the cruise line immediately & spoke with a rep who said while it may be correct that the country is no longer asking for a test, the cruise line is slower to respond so I can check back on their website for updates. I then emailed the cruise line. I received an automatic reply but never a live response after more than 5 days. I called again today & was on hold for about 45 minutes. I spoke with a rep who said I def dont need Covid test now. When I asked about the website as it still doesnt show as updated, she said check back as it updates daily. I then emailed again as I dont feel comfortable arriving for embarkation with only the word of a rep. ***** emailing corporate offices & any email I could find, I finally received a reply. It misquoted their own site and now advised that not only did I need a test, I had even less turnaround time to get the results. I have emailed that party back with a screenshot of their website as well as the ******* site (which shows the country not requiring tests). Per their site, they do not need tests for cruises under 9 ******** want them to hold to their own site statement as well as Bermudas requirements.
Business Response
Date: 11/03/2022
Subject: ********

Case: ******** Booking 5573202

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 may have been misadvised when communicating with us. According to our records, the guest was contacted via email by our Executive Team on 10/25/2022 and was provided with accurate testing information for their sailing. As such, an amicable resolution was provided.

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

Sincerely,

Guest Experience Management
Initial Complaint
Date:10/24/2022
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.
While on my last Royal Caribbean cruise in October 2022, my husband and I paid for the $200 deposit to book our next cruise. Later that month, I began searching for my family's next cruise online; when I found one, I called Royal Caribbean to book so I could apply the $200 deposit I had already made. When I spoke to a customer service representative, I was quoted a price for the cruise that was $10 more than the price quoted on the Royal Caribbean online booking. I decided to let the online representative book my reservation anyway since I wanted my deposit applied. After several minutes of searching the different types of rooms available, I was told that the only rooms available were ones with two twins that could push together to make a queen and a sofa bed. Since I'm paying for the cruise, I had zero intention of me and my husband sleeping on a sofa bed, so that would mean that my 11 year-old daughter and 9 year-old son would have to share it. **, my answer was absolutely not. I finally told her that I was not going to be booking the cruise. She asked if I wanted her to save the itinerary and I said, "NO." Later that day, I received an email stating my reservation was booked and I owed $2700!!!! When I called back to tell them I didn't want the cruise and said, "NO!" to booking it, I was told there was nothing they could do about it!!!! When I asked them to listen to the recording, they said they did and that I did agree to book the cruise which was an outright lie!! When I asked for them to let me hear the recording, they told me they couldn't do that!!! When I asked to be transferred to a higher level supervisor, I was bounced around for 15 minutes before being connected...and then the call was "dropped" after 10 seconds!! WTH is wrong with this company? They tell me I can cancel my cruise, but I'll have to pay 25% of the total price. Really? They want me to pay $650 to cancel a cruise I DID NOT AUTHORIZE THEM TO BOOK!!!
Business Response
Date: 11/03/2022
Subject: *********

Case: ******** Booking 5822018

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 encountered an issue with their reservation. According to our records, upon further research of the call made, we confirmed that the guest agreed to book the sailing. We also show that ********************** was double booked for this voyage. As such, we canceled the reservation and refunded the deposit.Additionally, we granted to honor the $50.00 Onboard Credit she had and applied it to her active booking *******. Therefore, we thoroughly reviewed the concern and provided 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
Initial Complaint
Date:10/24/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spent countless hours and 5 weeks trying to get any response from the cruise line. Three main issues:On Sept. 18 I took a cruise on Royal Carribbean. When I arrived in my room it had not been cleaned and there was visible f**** in the bathroom. We did not dock for our expected day in ****. Was told the cruise line would reimburse us docking fees.My luggage was destroyed. I filled out a complaint (record attached) and they said I had to file a complaint when I got off the ship.The last 5 weeks I have sent multiple emails, ******* messages, and made calls to no avail. On 10/24 I called hte number I was told to and after 17 minutes on hold, was disconnected. I called again and spoke to ***** who said I needed to call past cruises. The thing is, that IS the number I called - he even confirmed when I told him what number I called. He said he would transfer me and I was disconnected.I went through this whole setup again. This time I was able to leave a call back number. Got a call back from RJ but he did not leave a number or extension or any way to reach him. So I went back to the Past Cruise number. After being on hold for 20 minutes, was disconnected.Went through this all again. Finally spoke to a final person who said yes, I called the right number, but the system still sent me to the wrong place. At this point I said I had to give up, take the loss, and just file a complaint if no one could help me. He transferred me to the "correct" number and I left my callback number. Never heard back. I brought seven people on this cruise for my 50th birthday and have been a very good customer. This is the worst service I have ever received (or not received) and that's saying a lot.
Business Response
Date: 11/03/2022
Subject:*****

Case: ******** Bookings 6408340

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

Were sorry to hear that the guest encountered some difficulties onboard. According to our records, ************** communicated with our corporate office on 11/2/2022 regarding this matter. We also show that a refund was requested for the damage.As such, an amicable resolution was provided and no further action is required.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 11/03/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:10/23/2022
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.
10/09/2022 Reservation ID: ******* On October 9, 2022 I reached out to Royal Caribbean to change my room, consisting of four people staying in one room to a bigger room that can accommodate all of us because the last vacation, the one-room environment was too congested for us to leave in. It is my previous booking information for reservation ****** was made on 09/07/2021 with an initial $400 deposit. de payment for the balance due on time and purchased Offshores excursions for $264.85 on 10/11/22. T e amount Paid to Royal Caribbean for the trip was $1131.12 on 10/09/22. W en the change was made, I got new reservation # ******* for the children; however, the $255.50 for either kid was applied. I made a total of 14 calls and spoke to over 15 people none of them called me back nor get the credit for the $511.00 applied to the children's reservation. I had made a payment for the total amount for the children; when I received the receipt, the feature cruise credits were not applied, and it was explained to the associate on the phone. After speaking with the Royal Caribbean employees on the phone for over one hour and thirty minutes, the call gets hung up on not once but every time. fortunately, no one has the professionalism to return the rings when the call gets disconnected on me. Although I made various attempts to result from the situation, no one wanted to help me. I want to get my money back for the $511 total for the two children because it was money that I already paid for the previous vacation back in 2020. The company canceled my vacation several times instead of refunding me back. That money was put in place of feature credit. illustrate the only time the company gave me a 125% feature credit was on the first initial cancellation for the original trip. An l the receipts are included. W en I made the reservation, I paid for the insurance, taxes, and gratuity upfront. I have received credit for the amounts of $310, $393, the $199 plus tax
Business Response
Date: 11/02/2022
Subject: Parfait-Antione

Case: ******** Booking ****** &8366671

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

Were sorry to hear of the difficulties experienced by this party when communicating with us via telephone. Its also unfortunate that theyve had some confusion surrounding the change made to their initial reservation. According to our records, due to a technical error, the Future Cruise Credits in question for their children were refunded instead of being reapplied to the new booking. We also show that this was explained to the guest on multiple occasions when they called our corporate office.

Additionally, when Global Suspension credits were generated for 125% it included the additional 25% as a discount, not actual monies paid for the sailing. As such, if a refund is supplied, only paid cruise fare is provided. Furthermore, the booking indicates that this amount was refunded to **** **** within several disbursements we provided. We issued $310.54 on 10/11/2022 and $204.40 plus $192.60 on 10/17/2022. Therefore, payment was finalized. As for pre-purchased enhancements, we show that some reimbursements are still processing as of today. We appreciate the guests patience while we get it completed.

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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