Business Profile

Cruises

Royal Caribbean Group

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cruises.

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.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:10/18/2022
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.
The Royal Caribbean cruise line recommends AON travel insurance to their customers. My husband and I purchased travel insurance through them and now need a cruise credit due to us not being able to make our cruise on time back in June 2022. I have made several phone calls between the 2 companies, have sat on hold for hours and I want my money back. At this point I no longer want to book a future cruise, they are so disorganized, give out false information and bounce me back and forth between them and AON travel.
Business Response
Date: 10/28/2022
Subject: ***********************

Case: ******** / BK# 8309065

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

Our records indicated that an e-mail was sent to Mr.and *************** with the Future Cruise Certificates information to the e-mail Royal Caribbean International has on file. Attach, please see a copy of the e-mail for your review. We apologized for the inconvenience this may have caused the guests.

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:10/18/2022
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.
On 6/8/22 I used the My Cruise Rewards website (https://www.managerewardsonline.bankofamerica.com/REWARDSapp/brp-mycruise?partner=RCCL) to redeem ****** points I had earned with the **** of America Royal Caribbean credit card for a free 3-4 night cruise. The terms and conditions on the website said it was not combinable with some other promotions, and that it was good on both ocean view and verandah staterooms. So I called customer service before placing my order and confirmed (1) that I could use the discount on the 6/20/23 cruise aboard Liberty of the Seas and (2) that a verandah room was the same as a balcony. **************** confirmed I could use it for that date, and that it was good for a balcony room. So, I booked it. After not seeing the credit for the cruise fare of $998 apply to the account I called them back on 7/18/22. At that time I was advised they would not credit the full fare of $998, they would only credit $718, because this was the rate for the ocean view room and they claimed they only covered the cost of the lower of the two. I showed them the terms and conditions, which did NOT include this provision, but they refused to help. I employed the services of a lawyer to assist, who wrote a letter to Royal Caribbean and sent it on 8/28/22; however, Royal Caribbean never responded. I have attached documentation of my calls to Royal Caribbean, the terms and conditions on the rewards website, my free cruise rewards order information, my booking information, and the letter that was sent by my lawyer. My desired outcome is a credit for the full cruise fare of $998 (I am responsible for and have already paid the difference for taxes, fees, gratuity, etc.).
Business Response
Date: 10/28/2022
Subject: Picione

Case: ******** Booking 4311285

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

Were sorry to learn that the guest is dissatisfied with our MyCruise Rewards redemption policy. Per our guidelines, the minimum Oceanview stateroom available is covered for 34-night sailings for the redeemed reward. According to our records, the guest was supplied with this quote on 7/18/2022 when he called our corporate office. Furthermore,this information is accessible via our consumer website. Please find the program details enclosed for verification. Therefore, while we understand ****************** is disappointed, were unable to honor the requested resolution.

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

Guest Experience Management
Customer Answer
Date: 10/28/2022

Complaint: 18240503

I am rejecting this response because:
The terms and conditions on the reward website, which I have previously provided, do not state this reward is only worth the cost of an Oceanview room, and while this was advised to me on 7/18 when I called it was NOT quoted when I called BEFORE placing the order when I asked if the verandah room was the same as a balcony room, and included in the promotion. At that time I was verbally told the same information as the website, otherwise I would not have placed the order.
When I called on 7/18 I was advised a credit of over $700 would be applied, which has not yet happened, and all I am asking for is the difference between that original quote and the $998 cruise fare.
The terms and conditions Royal Caribbean are trying to enforce are NOT on the rewards page, and are only found on the website designed for new applications for their credit card. They do not legally apply to me, and even if they did, it is unreasonable to say I should have reviewed them since they were not on the rewards redemption website, or known by their own employees when I was verbally told the verandah room up to $1000 would be covered before ordering.
I am attempting to resolve this through all means before legal action. However, I will pursue legal action to hold them accountable despite the ridiculously small dollar amount, because it is the principle of the matter. Their refusal to even respond to my lawyer until I filed a BBB complaint, and their abysmal BBB rating, demonstrate their complete disregard for their consumers. Someone needs to step up and make them keep their own written and verbal commitments.

Sincerely,

***********************
Business Response
Date: 11/04/2022
Subject: Picione

Case: ******** Booking 4311285

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

While we empathize with Mr. ******** dissatisfaction, the fact remains that this is standard policy. Per our guidelines, the minimum Oceanview stateroom available is covered for 34-night sailings for the redeemed reward. The record reflects that the guest was provided with this information when he communicated with our office. Additionally, the details were readily available on our consumer website. We feel we've exercised our due diligence in supplying the information on the terms of our offer. 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: 11/04/2022

Complaint: 18240503

I am rejecting this response because: You are not addressing several things, (1) why I was told it was covered on the FIRST phone call (not the second one afterwards), and (2) how this is "standard policy" when I've provided clear documentation from YOUR website that it is not. Ignoring this problem will not make it go away. This is not a matter of dissatisfaction, this is a matter of legality. You are asking me to comply with terms and conditions that exist on a different page, for different customers. I am asking you to comply with the terms and conditions you have posted on the redemption page which apply to me./

Sincerely,

***********************
Initial Complaint
Date:10/18/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My cruise reservation ******* booked on August 17 with an agent for a free cruise offer with kids sailing free. My wife and child are unable to get their visas from the government *********** of ******** Security), so today Oct 18 I told them the situation. They want to keep $160 but refund me the difference even though kids sail free. They said the cruise was free and the kids sail free, but the agent on the phone lied to me by saying I needed an upgrade. The trickster then didnt tell me there was a non-refundable portion of the free cruise, which the agent on Oct 18 told me he should have advised as well as the call in date to cancel. She said they should have added the kid to the room for free. I am now seriously angry about the deceptive sales tactics at Royal Caribbean and I, as well as my family and relatives, will never travel with Royal Caribbean again. RCC has an ethical responsibility to its customers and instead its agents think about how they can trick passengers to make an extra buck. This will certainly impact about $5,000 - $10,000 in annual spending from my familys side like parents, aunts and uncles (no big deal to Royal Caribbean) over $160 which I will consider taking them to court over in the near *************** of my time, patience and a very bad look for Royal Caribbean. I will sail with only Norwegian moving forward - at least they know how to treat guests and handle things amicably without deception.
Business Response
Date: 10/28/2022
Subject: *********

Case: ******** Booking 9277054

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

We regret to learn of ************************ dissatisfaction with our upgrade fee refund policy.Per our guidelines, if the reservation is canceled after the final payment date, standard cancellation penalties apply. Therefore, the $160.00 paid has been penalized. As such, were unable to honor the requested resolution. Should the guest need further clarification, we must ask that he contact our Club Royale department at **************. Furthermore, the additional cost for taxes & fees in the amount of $343.11 is refundable to the guest. Were currently working on expediting the reimbursement for the funds. Processing can take up to 1-2 weeks to be finalized. We appreciate the guests patience while we get the credit 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:10/18/2022
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.
March 28th we decided to go on a cruise for my birthday May 10th, we paid the deposit $200.April 1st we paid another $623.62 , April 8th we decided to upgraded our packages an add somethings an paid another $355.92 . Plus we added activities to do during our trip an paid around $400.May 9th , we got all the way through 3 check points an at the last when we were rudely turned down due to not being "fully vacainted" when both my **************** were against getting the covid shot until we learned we had to before going on the cruise. There was absolutely nothing stating that some vacanations require 2 shots before being concidered fully vacainted. The manger an mangers assistant were horribly hateful an unprofessional about the entire situation, Gave us a paper stating they couldn't let us abord the cruise an escorted us out of the building , an refused to give us our lounge. Said it would be shipped to our address. My husband had to ruine our engagement an tell me the ring he was purposing to me with was in our lounge, so then we waited outside the building for 4 1/2 hours waiting an throwing a fit to get our lounge back. We were extremely disappointed all the way around & still never received our full refund . The booking I'd is *******
Business Response
Date: 10/27/2022
Subject: *****************************

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

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

Health protocols and requirements to sail are continuously changing, and we are continuing to evaluate and update our protocols in compliance with federal, state, and local government and health authorities as circumstances evolve. At the time the guests were schedule to sail a full dosage of the vaccination had to be completed/required (e.g., received the second dose in a two-dose series such as ****** or Moderna or a single dose of J&J) at least 14 days before sailing. This information is available in our website, it is also included in the Guest Ticket Booklet. It is not our normal practice to issue refunds to guests that do not comply with these requirements.

When a guest books a cruise, they are agreeing to abide by the Cruise Ticket Contract. In section 4 of our Cruise Ticket Contract (***) it states that guests will comply with all COVID-19 policies and procedures and any non-compliance she be grounds for refusal to board the vessel. It also specifies that under these circumstances passengers are not entitled to a refund or compensation of any kind. Our records do not show that this party was misadvised regarding vaccination requirements, and we must respectfully decline this partys request for a monetary refund. The *** is available to review here:

https://www.royalcaribbean.com/content/dam/royal/resources/pdf/cruise-ticket-contract.pdf

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: 10/27/2022

Complaint: 18209859

I am rejecting this response because: So I'm supposed to just take the loss of over $2,000. You would think you guys would at least give a free **************************************************************************************************
Business Response
Date: 11/04/2022
Subject: *******

Case: ******** Booking 2270585

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

While we empathize with the guests disappointment, the fact remains that his information was readily available on our website and included in the Guest Ticket Booklet. As such, guests that do not comply with these requirements will only receive reimbursement for taxes and pre-purchased enhancement fees. Additionally, we show that all the funds due have been disbursed to the respective credit card on file. Therefore, no further 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
Initial Complaint
Date:10/17/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked and fully paid for the vacation. My reservation # is *******. At the time of reservation, there was no option to reserve and make an initial deposit. The only available option was to fully pay for the entire vacation. Now I see the price for the vacation that I chose has significantly dropped (from $3,969.40 to $2,651.15 USD). I reached out to Royal Caribbean for a refund but they said a price adjustment will only be made if we didn't fully pay for the package and they would adjust the price within 40 hrs of reservation. This is unfair that customers who don't pay the full price in advance would have the opportunity to get a refund but the ones who fully pay do not have this opportunity. This is while I wasn't even given an option to make a partial payment at the time of reservation. I respectfully request to get a refund or onboard credit.
Business Response
Date: 10/28/2022
Subject: Khanariamrei

Case: ******** Booking 4498300

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

The amount of payment due on the reservation at the time of booking is dependent on the sailing date. Per our policy, the full final payment is required one day before the cancellation period begins which is 90 days prior to sailing for 5-night cruises or longer. This information can be viewed on our consumer website by visiting the below link.
https://www.royalcaribbean.com/faq/questions/final-payment-schedule-policy
Additionally, we work hard to ensure were providing fair pricing, as well as desirable promotions as often as possible for our guests wanting to enjoy valuable savings on a cruise vacation. Due to the nature of the business, there are times when pricing will fluctuate on available itineraries. Considering these factors and out of fairness to all guests, 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:10/17/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a cruise thru RCI for a cruise on the Royal Caribbean for November 27th. They say I booked a non-refundable cruise, which I was unaware of. Because I didn't pay the balance on time they cancelled my cruise and refused to reinstate it. I offered to pay the full balance today, and they still would not reactivate it or refund me my $500 deposit. When I call RCI they tell me it's a Royal Caribbean problem that they won't reactivate the cruise. Royal Caribbean will not talk to me because I booked the trip thru an agent. I also lost my $49.99 from RCI too. So I am out a total of $549.99. I was never contacted by anyone to say the balance was due or I would lose my trip. RCI has contacted Royal Caribbean numerous times and they refuse to reinstate my cruise or give me my deposit back. I also explained I had medical problems going on that I was worried about what was going on with my health and wasn't even thinking about the cruise. All I'm asking for is that our cruise is reinstated.
Business Response
Date: 10/28/2022
Subject: *******************************

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

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

We apologized for the inconvenience the guest had with her reservation. Our records indicated that the reservation was reinstated and the deposit of $500.00 was reapplied to the booking.

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:10/16/2022
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.
It happened Sunday September 25 - 2022, I paid ******* I tried to change my days because I lose my residence card and I found out when I was in the port with my parents ( senors +70) the person who help me on the counter said that the company can not help me, that my parents can go in the ship without me, I explain to them they can not go because they are old people and get medicine, they dont understand and sent me to call to customer service!!!! I called for more that two hours the customer service never answered until someone answered and the explain to me that I want to change my date, no refunds , they just told me I lose my almost **** dollars because Royal Caribbean Can not help me. I just got home to NY after expending crazy days in Miami bc of ********* and whether!!! I DECIDE to write you to tell you how unfair the company react with my issue! I remember in pandemic time trying to get this tickets because I need vacation but also to help cruise lines to those difficult times! Now I can not understand how a big company as Royal Caribbean couldnt just change my dates that was all!!! Very disappointed with company!
Business Response
Date: 10/26/2022
Subject: *****

Case: ******** Booking 4116010

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

Were truly sorry that this party was unable to sail with us due to documentation. Its the responsibility of all guests to obtain and present all documentation required to sail. This is advised in the Cruise Ticket Contract that guests must agree to abide by in order to book. This information can also be viewed on our website in the Frequently Asked Questions. We feel we have exercised our due diligence in providing the information regarding the requirement to present all necessary documents in order to sail.
Additionally, its not our common practice to issue refunds to those that are unable to sail due to not being able to present all the required documentation. Out of fairness to all, we cannot ***** individual exceptions and are unable to honor the requested resolution in this case. More information regarding travel documentation can be found on our website here:

https://www.royalcaribbean.com/faq/questions/what-travel-documents-are-required-for-cruises-from-united-states-ports

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:10/16/2022
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 purchased a cruise with reservation #******* that was supposed to sail on 4-19-20. It was cancelled because of the pandemic. The cruise line was supposed to return my money because I tried to take another cruise in 2021, and it was cancelled by Royal Caribbean. I have spoken to many representatives of the cruise line and with the ******************* several times in these past two years. They returned some money to the original travel agency, Sunshine Travel, last year, but the agent only sent me part of what I was due . The pending balance was $495. I have struggled so that Royal Caribbean returns the money to me and not to the travel agent because I have no relations with this person any more. They offered to return it to a credit card and I submitted my card info. That happened last April, and the agent's name was ****. In September 21, I spoke to 2 different agents, ******* and ****. I was informed that the credit was sent last April to the card with which the reservation was paid, (****************************** card probably), so they owe me nothing. The agent has failed to return my money nor answer my email. Royal Caribbean insists that this was originally a group, and the refund had to be returned to the card with which it was paid. I paid the travel agent with personal checks so she must have paid the cruise line with the company card. The bottom line is that Royal Caribbean does not accept responsibility for my losing my money when I specified many times that the credit was mine and under my name, and that they should not return the money to the travel agency. If a complaint needs to be filed against Sunshine Travel also, please do so. The mailing address for them is ******************************************************. I have copies of the cancelled checks: #**** for $100, #**** for $125, #**** for $125, #**** for $250, and #**** for $119. Thank your for your assistance.
Business Response
Date: 10/26/2022
Subject: ***********************

Case: ******** Booking 7631638

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

Were sorry to learn that the guest may have been misadvised regarding our refund process. Reimbursements must be paid to the original form of payment on the booking. According to our records, all the funds due were issued to the respective credit cards on file on April 6, 2022. As such, weve satisfied our obligation to refund the guest as promised.
Additionally, the reservation is under the management of a travel agency. Please note that Royal Caribbean International enters into contractual agreements with the travel agency with which we do business. This contract states that we cannot release information without the consent and knowledge of the agency. The travel partner acts as the liaison for guests.That being said, we must ask that ****************** **** reach out to the travel agency at ************ for clarification or specifics on payments made and refunds.

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: 10/26/2022

Complaint: 18231419

I am rejecting this response because:
I specified Royal Caribbean that I have no relations with this business anymore. The owner of Sunshine Travel is a cousin who has chosen to keep my money. That's why I requested the refund be issued to me because of her attitude with the first reimbursement. I can understand about company policies, but there's always an exception with special situations. ***************** was told about this, and she has chosen not to answer and to keep my money. Royal Caribbean should take responsability with this case because the company chose to do what their policy states and not to consider my request after specifying my reasons. *********** should intervene with the travel agent in this case.

Sincerely,

*****************************
Business Response
Date: 11/01/2022
Subject: ***********************

Case: ******** Booking 7631638

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

While we understand that the guest is dissatisfied, the fact remains that per our policy, funds must be credited back to the original form of payment on the booking. Therefore, we have fulfilled the reimbursement as required.

Furthermore, the travel agency is an independent entity chosen by the guest to manage the reservation. The travel partner acts as the liaison for all the guests needs. We are not responsible for the services provided by the travel advisor. Additionally, this information is stated in the Cruise Ticket Contract.

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: 18231419

I am rejecting this response because:
Royal Caribbean must listen to a customer when she advised them not to return this money to the travel agent because she had already had problems with the first reimbursement. If they decided to stick to the "policy" of the company in spite of this advice, then they should intervene with the travel agent they do business with so that she complies with her responsibility. The travel agent serves as an intermediary between Royal Caribbean and me as a client. However, I bought a cruise offered by Royal Caribbean and not by Sunshine Travel.

Sincerely,

*****************************
Initial Complaint
Date:10/16/2022
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.
Our room was filled with mold. We were upgraded to a balcony room also filled with mold. I sent in pictures but am only being offered $128 future credit. No refund for the health hazard we endured.
Business Response
Date: 10/26/2022
Subject: ******

Case: ******** Booking 9125817

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 encountered an issue with their stateroom. According to our records, the guest communicated with our corporate office regarding this matter. Our staff in turn thoroughly investigated this case with the ship. We confirmed that they were moved from the initial stateroom in question to rectify the problem. Once moved, they again stated that the stateroom had the same issue. Therefore, as a final resolution 35% Future Cruise Credits have been issued. While we understand the guest is displeased with the compensation, he has been advised that this is the final decision.

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:10/15/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went on a cruise through Royal Caribbean Symphony of the Seas departing 9/24/22 returning 10/1/22 from *************. On board, scheduled transportation from the port to the airport in ***************. The transport came and did not have room for us. We were told another bus would come it did not. We waited 2.5 hours staff ignored our concerns of missing our flight. We were told to wait and miss our flight or order an Uber and call customer service to be reimbursed. Called customer service that day and spent 5-6 hours on the phone with no resolution. Reached out via email no response. Contacted on ******** with no solution. Its been 2 weeks with no refund. Today 10/15 I disputed the charge with my bank in hopes to start the process of solving the issue. **************** is evidently non-existent.
Business Response
Date: 10/25/2022
Subject: ************************;

Case: 18229911

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

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

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

Sincerely,

Guest Experience Management

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Royal Caribbean Group is NOT a BBB Accredited Business.