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

1,426 total complaints in the last 3 years.
434 complaints closed in the last 12 months.

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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:10/15/2022
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.
2021 I booked a cruise for myself and husband. It's for a celebration. our anniversary, his birthday and our honeymoon. I paid in full. March 2022 the company refunded me $ ******. I was shocked and first thought maybe they went down on price. I spoke to my travel agent who contacted the company. They didn't know why it happened. While waiting for them to figure it out they sent me an additional $720.98 May 2022. At this point I'm confused. Finally, they asked for it back without an apology. So, now I think I'm good to go, I then purchased excursions, they then turned around and sent me an email saying they cancelled them. I called them and they told me I need to have my travel agent speak to them. She advised me that they try to only discuss accts with one person. She said it was an error and they would add the excursions back. They did not add them back they in fact sent me $500. I called them again and asked for Corporate and was told they don't give that number to customers. Now they are saying they gave me all my money back which they didn't. I'm so upset, this is supposed to be a celebration and it's a nightmare. I worked in the travel industry before. We would've made it right and gave them the trip free. How do you put someone through all these changes and not even talk to the customer? We are scheduled to leave the first week of December, I have made plans, paid for airfare and booked a stary in ******* prior to our cruise. This has stressed me out
Business Response
Date: 10/24/2022
Subject: *********************

Case: ********

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

We would be happy to investigate this matter for ***********; however, the information provided is not enough to locate her reservation. If they can provide us with their reservation number, along with the ************* date of the cruise in question, we will be able to locate the details and research this matter.

Thank you for your assistance. We await further reply.
Sincerely,

Guest Experience Management
Customer Answer
Date: 10/25/2022

Better Business Bureau:
My Reservation number is *******. I will be on the Odyssey of the Seas from Dec 3rd to the 11th.

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: 10/25/2022
My reservation# *******
Ship is Odyssey of the Seas
Cruise date is Dec 3 to the 11th

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

Case: ******** Booking 3884265

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 *********** has encountered with the booking. The Ray partys reservation is reserved under the management of a travel agency. Please note that Royal Caribbean International enters into contractual agreements with the travel agency with which we do business.This contract states that we cannot release information or make changes (with a few very minor exceptions) to a booking without the consent and knowledge of the agency. The travel partner acts as the liaison for all the guests needs.As such, we must ask that Mrs. ***************** out to her travel advisor at ************ to address any concerns about payments 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: 11/01/2022

Complaint: 18228387

I am rejecting this response because: I have been done wrong, there has to be some type of communication with the consumer when certain things happen. You have given money back then asked for it back. Have cancelled excursions and you mean to tell me that you can't speak to a customer who has purchased a ********************** with you? You say that I have to speak to the travel agent regarding my cruise, we you should of also spoke to my travel agent before cancelling or refunding anything. I am very unhappy with these results.

Sincerely,

*********************
Initial Complaint
Date:10/14/2022
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.
The people I have spoken to were of no help (******, ***** and *****) Royal Caribbean ***************** I was insulted by *****'s offer to correct Royal Caribbean's error. She offered my husband I $171 each on a future cruise. This is an unacceptable offer. We paid $1,446.14.This is what happened. We booked our 7 days cruise for September 18, 2022 to ********, St. ******, and ********************. Our ship was rerouted due to Hurricane *****. Our problem is we were not informed of the change. We boarded the ship around 12:30 pm on 9/18/22. We did not learn about the destination change until around 12:30 am on 9/20/22. We immediately went to customer service to file a complaint. They said someone would contact me later since it was the middle of the night. So, I spoke to someone one 20th. She said this would be taken care of after we get back to shore.So, I called on 9/27/22 and ****** said an email was sent on September 16, 2022 around 4:30ish pm. We did not receive that email. It turns out our email was sent to ************************* My email is 064 and all other emails have made it to me, including check-in, luggage tags, drink packages etc... Royal Caribbean's error should not constitute us not going to preferred destinations. So I was routed to ***** 8 days later. I was insulted by *****'s offer of $171.We did not select and pay for a ****** trip. We have been there and done that. There is nothing in ********** and ******* that we wish to ever see again. We did not wish to travel there again. We were told by other passengers that they had the option to be refunded their money or cruise to ******. We did not get that option. However, we would have taken the refund. We do not want credit for a future cruise on Royal Caribbean. At this point that was my first Royal Caribbean cruise and my last. We do not want to cruise with you again after the way we were treated by customer service. I have been cruising for over 30 years and I have never been so disappointed.
Business Response
Date: 10/25/2022
Subject: ***********************

Case: ********

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

We understand that itinerary changes can be disappointing for our guests, and we do not make these decisions lightly. Unfortunately,there are instances where we may have to change a ships itinerary for various reasons. In the case of the ******* of the Seas sailing on September 18, 2022,had to avoid the path of Tropical Storm *****, and the itinerary had to be modified. As such, we must respectfully decline the requested resolution to remain fair to all impacted guests. Again, we apologize this unfortunate situation affected their cruise.

When a guest books a cruise, they are agreeing to abide by the Cruise Ticket Contract. In section 7 of our Cruise Ticket Contract (***) it states that Carrier may for any reason at any time and without prior notice, cancel, advance, postpone or deviate from any scheduled sailing, port of call, destination, lodging or any activity on or off the Vessel, or substitute another vessel or port of call, destination, lodging or activity. 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: 18226008

I am rejecting this response because: the statement in Section 7 stated that RC does not need to contact us if destination changes is needed. Yet, they did contact some passengers and not all. Some passengers had a choice to sail and WE DID NOT! This is an horrible way to treat people. This is a unacceptable way to conduct business. Their incompetence to send an email to the correct email address should not reflect my vacation destination. They dropped the ball and should own up to their mistake!

Sincerely,

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

Case: ******** Booking 8922904

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 dissatisfaction, the fact remains that CTC states that Carrier may for any reason at any time and without prior notice, cancel, advance, postpone or deviate from any scheduled sailing or destination. We also confirmed that the notification was sent to all guests. Furthermore, we offered to provide Future Cruise Credits to this party as a goodwill gesture for the inconvenience and they declined. As such, weve thoroughly addressed the concern and cannot honor the requested resolution.

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

Guest Experience Management
Customer Answer
Date: 11/08/2022

Complaint: 18226008

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 11/09/2022
We are rejecting this response because:
We were passengers on this cruise and we were NOT notified of the destination changes.
In order to drop this complaint and to be satisficed, we are requesting a copy of the original email they claim was sent to us.

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

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

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

We're sorry to hear of the guest dissatisfaction with our policy regarding itinerary modifications due to weather. When a guest books a cruise, they are agreeing to abide by the Cruise Ticket Contract.In section 7 of our Cruise Ticket Contract (***) it states that Carrier may for any reason at any time and without prior notice, cancel, advance, postpone or deviate from any scheduled sailing, port of call, destination, lodging or any activity on or off the Vessel, or substitute another vessel or port of call, destination, lodging or activity. The *** is available to review here, I have also attached a copy of the e-mail that was sent to all our guest for your review.

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

As such, we must respectfully decline the requested resolution to remain fair to all impacted guests. Again, we apologize this unfortunate situation affected your 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: 11/23/2022

Complaint: 18226008

I am rejecting this response because: This is not the information we requested.
We did see this paper around 12:30 am on September 20, 2022. A day and a half on the ship is not notification. We were on the 5th deck in front of the floating bar when the bartended handed it to us. I am sure there are camera on that deck. They can look and see we were not people in the know! They stated in an earlier response that everyone was notified of the destination change. That is not true. If they can prove that an email was sent prior to sailing, then we will drop this.
Once again, we are requesting a copy of the original email sent to *********************** on September 16 around 4:30 pm. All they have to do is go back to sent email on September 16. If they can not produce that email, then it is clear that we were not notified.

Sincerely,

***********************
Initial Complaint
Date:10/14/2022
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 the website and purchased the unlimited dining package. I went on the cruise and I was told that I was allowed to go to the restaurants once for lunch and once for dinner. I call RC and they told me this was not the case and it was unlimited. I paid a lot of money for this and felt like a fool when I tried to go to the restaurant to meet with friends and was denied eating there unless I paid for it. I tried to get credit for my next cruise but I was told that they will get back you me. It's been since March and no word or credit. At this point, I would like the BBB to get involved. Unlimited means unlimited!
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.

It is unfortunate that this party was dissatisfied with many aspects of the cruise vacation. According to our records a refund was issued to a MasterCard ending **** September 16, 2022. We apologized any inconvenience this may have caused.

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: 10/31/2022

Complaint: 18221968

I am rejecting this response because:
That refund was for alcoholic drink that the cruise forced me to buy even though I bout the Beverage package that included non alcohol drink such as Mudslides. That had nothing to do with the Unlimited meal package. This complaint is about the Unlimited Meal Package. I was told on the ship that I can only use the package once a day. This was not true as I was told I had to pay for another dinner on that same night. I tried several times to use the package and was denied. I called to complain but it felt like it fell off the table an no one responded. I am looking just for Royal Carribian credit for my 3 Unlimited dinning packages that I bought.

Sincerely,

*********************************
Business Response
Date: 11/07/2022
Subject: *********************************

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

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

Please be advised that the refund of $ ***** UDS was for ****** ****************** for $7.07 and Jamies ****************** $20.00. We have attached a copy of the onboard account t for your review.

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: 18221968

I am rejecting this response because:
This company is selling and misleading customers in believing that they will have unlimited meals a day at specialty restaurants.
Sincerely,

*********************************
Initial Complaint
Date:10/13/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
What follows is a timeline of events, for which I request your understanding: 1.- We had reservation No. ******* to embark for 12 nights on the Jewel of the Seas to the Holy Land, departing on September 30, 2019. 2.- On September 19, we spoke to Miss *************************** ******** to request an appointment at your *********** office, because a family member had been involved in a very tragic vehicle accident, so we had to cancel our travel plans.3.- Miss *************************** ******** politely received us in the office located at ***** D.F., on September 26, 2019. We explained our situation and we made use of the travel insurance we had purchased with our cruise, which allowed us to recover 75% of the payment we had already made for the trip.As part of the agreement reached with ***************** ********, we received a deposit in the amount of $72,574.18MX in our credit card and another one in the amount of $26,896.70 in our **************** card. We also received two certificates as part of our reimbursement, 1-I9K5BAK 1-I9K5BAI, to use towards a future cruise no later than October 0f 2020 by the amount of $57,839 ******* pesos. Knowing that Royal Caribbean is an ******** company and that date formats in ***************** (mm/dd/yyyy) differ from the date format in our country (dd/mm/yyyy), I asked ***************** ******** to clarify whether the dates stated on the certificates meant January 10, 2020 or October 1st, 2020. Via email, ***************** ******** confirmed that the correct date was October 1st, 2020. However, the start of the pandemic in March of 2020 caused the cancellation of all travel around the world. We have been closely following up on our certificates and, during one of our mltiple calls to the cruise line, we were told to use them before December 2022. But now they dont want to active them and we cant use them.
Business Response
Date: 10/26/2022
Subject: *****************************

Case: 18210752

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

This reservation was created at an International office, and we have been in contact with the office in ******. They will be contacting the guest, and we believe we have found an amicable resolution.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 10/26/2022

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:10/13/2022
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 have several complaints and they are detailed in the word document I am sending due to lack of space in this messaging. However, I do want to address a recent complaint with their post customer service ******************** who refused to allow me to speak to a manager, placed me on dead silence for over 45 minutes, and then came back and told me that I was going to be told the same thing with another person. I was also informed that all they can do rectify the situation was to apologize and continued to refuse a manager. It was horrible. They said they were empowered to make decisions and there was nothing I could do about it. They said that all I deserved was an apology which was VERY upsetting to say the least. In addition. I attached I photo to show the last call which was the 4th call attached. They had no desire to help me and stated that they had to have the ship defend itself against my "claims" after reading the email I sent. *Issues with the states room attendant.*issues with getting our room cleaned.*Difficulties in getting attended to period *Waking us up at 1AM after calling at 9PM for something to make our beds less hard and handing us a sheet to put under our sheets (which did not help).*never getting the bed issue resolved after asking for more blankets to put under our bed the second day.* Dining experience issues with not only wrong orders but also never receiving orders, and immaturity from staff *wet slippery floors in all areas around the swimming deck *Staff talking about their private times outside of the ship and talking about how good it is to get away from people onboard. I am a vacationer!*Drink orders wrong *Inability to get promised discounts. The discounts for coffee were on the sheet that they brought to my room but the representative for the coffee refused to provide the discounts *issues with customer service not honoring what they had informed me they would honor on the ship after recognizing the discount.There was more.
Business Response
Date: 10/24/2022
Subject: *******************************

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

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

It is unfortunate that this party was dissatisfied with many aspects of the cruise vacation. According to our records, the concerns that were brought forth by the guest onboard were fully addressed. Additionally, our ******************** have attempted to contact the guest back at the telephone number on file however, we they were unsuccessful in reaching her. An apology e-mail was sent to the guest. Therefore,we did our due diligence in assisting with the concerns brought forth by the guest. I have attachment a copy of the e-mail sent to the guest for your records.
We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
Customer Answer
Date: 10/24/2022

Complaint: 18210329

I am rejecting this response because:
It is hysterical that they said that all of the concerns were addressed as NONE of the issues were addressed. An apology for being mistreated on your ship is uncalled for as well as the inconsiderate way you are handling this issue now. I do not think you really understand the entirety of the situation. I have attempted to get ahold of the company in multiple ways, being mistreated during those calls, and no one has attempted to contact me after requesting a supervisor. If they did, no one left a message and they never attempted to call me again. In addition, as stated, the MANY issues that I have already attempted to address without resolve were not the only issues that needed to be addressed. It is very unfortunate that you clearly do not care about myself or my family or the many other people aboard your ships. I am a blogger and I have my own ******* channel which I have clearly laid out the issues and now I can update that nothing has been taken care of after putting in a complaint with the BBB. I wish that you would take things seriously. I also saw how you handled other complaints. It was very similar to how you handled mine where nothing was done to resolve any issues. If you wish to call me, you could have reached out to me instead of making a false claim of how this was already handled. I clearly would not have reached out to the BBB if the issues were handled.

Sincerely,

******************************* M.B.A.
Business Response
Date: 10/31/2022
Subject: *******

Case: 18210329Booking 9194275

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

While we appreciate ****************** candid feedback on how her concerns were handled, the fact remains that we did address them. Nevertheless,were sorry she was disappointed with her familys cruise experience. Furthermore, we can assure you that the commentary she 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.As such, her comments and observations have been documented and forwarded to our operational teams for internal review.

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:10/13/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for a family cruise on 8/21-8/28 and booked 3 rooms. My son was injured on the trip and suffered a laceration to his back. A railing on the top deck was in disrepair. The end of the railing had been cut off and never repaired or replaced. The failure to complete the repair left the edge sharp and unfinished. My son inadvertently bumped into the railing edge and suffered a laceration to his back. I then asked a server how to get to medical. He gave me directions which were incorrect and as a result I ended up in the crew quarters. A crew member stopped me and gave me inadequate instructions on how to get to medical. Noticeably frustrated by the incompetence of the staff I asked another crew member. Fortunately, this crew member brought us to medical. My son was asked if he preferred stitches or to have the wound glued. He chose to have the wound glued. We met with the safety officer who had a lackadaisical response to the railing needing repair and the mishap. I spoke to guest services immediately afterward and was informed by ****************** that injured customers are supposed to be escorted to medical which didnt happen until I spoke to a 3rd crew member, and they apologized, telling me that they would work to have that corrected and that should not have been my experience. She instructed me to call the number on the card she provided once we get back on shore.I called the number provided on the card and eventually was able to speak to a person after a long wait who was unable to help me and mentioned that I needed to talk to guest claims. They transferred my call and I waited for over 2 hours to speak to someone. The fax number on the card also did not work. Royal Carribean offered a 50% discount on a future cruise. My son is only 19 and can't cruise without an adult so that compensation does not work. I want a refund of state room charges of $2,000 for the negligence and incompetence of the crew and everyone involved.
Business Response
Date: 10/26/2022
Subject: ***************************

Case: ******** / BK# ******* - ******* - 535207
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

An attempt was made to contact the guest at the telephone number on file however, we were unsuccessful in reaching ********************. We will contact him again, to try to find a resolution to his concerns.

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: 18210220

I am rejecting this response because: I was left a voicemail to call back to resolve this matter. No extension was left just the general number. After waiting on hold for 30min I spoke to someone who could not help me and was unable to see who called me. They placed my number in the queue for a call back by guest services which was supposed to be in ***** minutes. After approx 2hrs I called back spoke to someone who said they could provide a $900 voucher for a future cruise but was only reading the notes and could not discuss further I would need to wait on hold for guest services to discuss but they are backed up with calls. I have spent countless hours on this matter and waiting on hold for hours each time I call. Royal Carribean was negligent with their maintenance and that was the cause of my sons injury. The railing end was sliced off and never repaired resulting in the injury which I have provided pictures of the wound and the medical report. Why would I ever want a voucher when the injury was due to negligence and for me to try to resolve things I have spent over countless hours of my personal time to resolve a matter which was not the fault of my son but was due to Royal Carribeans negligence. I want a refund or I will need to talk to a personal injury attorney regarding the neglected maintenance on the ship which resulted in the injury. Royal Carribean can call me back if they would like to discuss but I cant spend any more hours on hold dealing with this matter.

Sincerely,

***************************
Business Response
Date: 11/03/2022
Subject: ********

Case: ******** Bookings 9672081,6477295 & 535207

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 and provided an amicable resolution. As such, 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: 11/10/2022

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 as long as they make good on the agreement.

Sincerely,

***************************
Initial Complaint
Date:10/13/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 3, 2022, I vacationed via Royal Caribbean on their Mariner of the Seas ship. I purchased the internet package (approximately $150) prior to sailing. While on the ship, I was unable to utilize the internet due to the service being extremely slow and nothing working. On Tuesday or Wednesday of the cruise, I broke the device that I was attempting to use the internet with. Due to the long lines, I was unable go to customer service. On late Friday night, I went to customer service to dispute being over charged for an excursion and the internet package charge and the young lady stated that she will put in a request regarding the charges. When I received my invoice after the cruise, I saw that the excursion charge was removed but I did not receive a credit for the internet package. Also, I purchased 6 photos for approximately $120 while i was on the ship (Thursday). I chose to receive them digitally. The site stated that I will receive an email of the pictures. I never received an email. On Monday 10/10/22, I contacted Royal Caribbean and they stated that they will put in a request to have the photos expedited to me which takes 4 business days from the date that I ordered them and they will have someone contact me back regarding the internet package. As of 10/13/2022, I have not received the pictures or a call.I called again and I requested a manager due to the young lady stating that the picture request will take an additional **** business days. She stated that department "Royal Photos or Focus (it wasnt clear what she was stating) does not take calls and only receives emails. I was never transferred to a manager and I advised that I will contact BBB.
Business Response
Date: 10/25/2022
Subject: *****************************

Case: ********

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

Our records indicated the ******************* received the link to download her picture on October 14.

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: 10/25/2022

Complaint: 18208835

I am rejecting this response because:
I received the pictures; however, Royal Caribbean did not address the fact that I paid for internet service and was unable to use it.
Please review the initial complaint and address as such.

Sincerely,

*****************************
Business Response
Date: 10/31/2022
Subject: *****************************

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

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

Please understand that once onboard all telecommunications provided are via satellite. Thus, service will be significantly slower and more expensive than high-speed connections on shore as the system is dependent upon the signal received. Factors that *** affect signal reception are the ship's geographic position and weather conditions.Unfortunately, there *** be times when reception for telephone calls, internet usage, and television programming *** be poor or not available. We apologize for any inconvenience you experienced in this regard. As a gesture of good will and a onetime exception we will issue a refund for $77.47, this amount represents 50% of the total paid for the internet package. The refund will be issue to the original form of payment a **** card ending in 7312.

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

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.
As of November 4, 2022, I have not received the stated refund.

Sincerely,

*****************************
Initial Complaint
Date:10/13/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Following a previous voyage on RCI's Independence of the Seas in 2018 (Sailing Date: 14th July), which turned out to pretty awful, we received an apology and discount offer of 20%pp off a future cruise, due to Covid 19 the opportunity to take that cruise was delayed somewhat. Thankfully RCI extended the deadline to take advantage of the offer.Roll on a couple of years and it's my 50th Birthday. We (my family and I) decide to go on RCI's Wonder of the Seas for a special celebratory birthday Cruise. We attempt to use the offer of 20% off when booking, however RCI messed up, for some unknown reason they applied the vouchers split between rooms (we were a family of six, my parents, my brother and husband, my son and I), instead of per individual. What this meant was that when booking this new cruise we could only get the equivalent of 1 vouchers discount (290) for my husband. Mine and my son's weren't accessible. And despite my having a letter from RCI that clearly states the offer is for all three of us, clearly named as the recipients of the offer, they cannot get it fixed!Since that point of discovering RCI's error I have spent an un-acceptable amount of time, and money, emailing, calling and online chatting with RCI's ******** Services to try to get this resolved. Each and every time I get fobbed off with request for voucher numbers (RCI never sent us any, the one that was applied was added by the rep that booked our new cruise using our guest id number from the previous cruise, so we know they have RCI have the details), or told 'This is Pre-Cruise, you need to contact Post-Cruise' or getting email responses where the responder clearly hasn't taken the time to actually read what has been written or made any kind of attempt to resolve the issue.
Business Response
Date: 10/21/2022
Subject: *************************************
Case: ********
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our records indicated that ****************************************** have been in contact with our *************************** in ******, regarding this concern. We believe we have found an amicable resolution and provided copies of the Future Cruise Certificates. Please see attachment for her review.
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: 10/24/2022

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.
It took a little while to get here and the email I managed to send to the ******************** also helped.

Sincerely,

*************************************
Initial Complaint
Date:10/12/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a cruise with Royal Caribbean to ****** sailing August ***** in early April for 2 rooms next to each other. I paid $4523. On June 28 I was notified that our rooms had been changed. On June 29, I was notified that we would no longer be seeing the glacier we were supposed to and that times in ports would be shortened. I was not happy with either of these changes, but had already booked flights and at this time it was too late (and much more expensive) to try to plan another cruise. My travel agent and I called numerous times (about 10) and sent several emails to try to get adequate compensation. A couple of weeks before the cruise we discovered that our two rooms that were supposed to be next to each other (my most important instructions in booking the cruise) were now 7 decks apart (deck 6 and deck 13). Again phone calls and emails trying to resolve the problem were to no avail. Once on the ship and several hours working on the problem I was finally given two rooms on the same deck, but nowhere close to each other. For this, not seeing the glaciers, and port times being decreased, we were given a credit of $686 (about 15%). I thought this was unacceptable and talked to guest relations on the ship and they said it was a corporate decision and to contact them after the cruise. I called them 4 different times and was on hold for 50 minutes twice , 45 minutes once and 2 hours once never getting my call answered. The glacier is the main reason people take an Alaskan cruise, and talking to many people, including Royal Caribbean employees, everyone agreed and could not believe that it happened and so little compensation was offered.
Business Response
Date: 10/24/2022
Subject: ***********************

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

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

To ensure we meet the US CDC guidance onboard our ships, Royal Caribbean International needed to rearrange some stateroom to better accommodate our guest to help us guarantee a healthy and safe sailing for everyone. Mr. ******* family were affected by this changed; however, they were relocated on the same floor and onboard credit for their inconvenience was posted to their account.

Regarding the Itinerary changed, we understand that itinerary changes can be disappointing for our guests, and we do not make these decisions lightly. Unfortunately,there are instances where we may have to change a ships itinerary for various reasons, including speed limitation caused by a technical issued with one of the ships engines. All our guests were offer onboard credit that was posted to their onboard account. Out of fairness to all impacted guests, we are unable to offer individual exceptions and must respectfully decline the request for additional compensation.

When a guest books a cruise, they are agreeing to abide by the Cruise Ticket Contract. In section 7 of our Cruise Ticket Contract (***) it states that Carrier may for any reason at any time and without prior notice, cancel, advance, postpone or deviate from any scheduled sailing, port of call, destination, lodging or any activity on or off the Vessel, or substitute another vessel or port of call, destination, lodging or activity. 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: 10/24/2022

Complaint: 18206325

I am rejecting this response because:
Royal Caribbean changed my room without my knowledge or consent, but when I asked them to change another persons room so I could have two rooms next to each other, I was told that it could not be done. Why? My rooms were changed. I booked rooms next to each other for a reason (my daughter and 2 year old grandson were in the other room) and when the rooms were changed I should have been given two rooms next to each other. The rooms next to cabin and my daughter's cabin were both occupied so COVID is not an excuse. I was moved without consent and therefore someone else could also. As far as the compensation for missing the glacier and shorter times in port it was nothing what it should have been. If I had been told when I booked the cruise the final itinerary, with the discounted price, I would have NEVER booked it. Royal Caribbean should be ashamed!!
Sincerely,

***********************
Business Response
Date: 10/31/2022
Subject:***********************

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

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

Royal Caribbean International needed to rearrange some stateroom to better accommodate our guest to help us guarantee a healthy and safe sailing for everyone, to ensure we meet the US CDC guidance onboard our ships. Mr. ******* family were affected by this changed; however, they were relocated and onboard credit for their inconvenience was posted to their account. As such, we must respectfully decline the requested resolution to remain fair to all impacted guests. Again, we apologize this unfortunate situation affected their cruise.

We understand that itinerary changes can be disappointing for our guests, and we do not make these decisions lightly. Unfortunately,there are instances where we may have to change a ships itinerary for various reasons, including speed limitation. It is necessary to explain that Royal Caribbean International reserves the right to change an itinerary without notice, as stated in our brochures and Cruise Ticket Contracts.
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: 10/31/2022

Complaint: 18206325

I am rejecting this response because: It is unacceptable. Royal Caribbean's second response is exactly the same as the first response.

Sincerely,

***********************
Initial Complaint
Date:10/11/2022
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.
We booked a cruise with Royal Caribbean in May of 2022 for Sept. 30, 2022. We paid approximately $1300 for one room and $1000 for a second room. A hurricane struck ******* the week our cruise was supposed to set sail. All major cruise lines canceled their cruises; however, Royal Caribbean cut their three day cruise to a two day cruise and offered people that did not wish to take the shortened cruise a full refund. I called Royal Caribbean to see about rebooking. Because I was getting two rooms, I was told I couldn't get a credit toward another cruise but had to take the refund and then rebook. The only upcoming cruise where we would get two rooms together was the November, 2022 sailing and the cost was $1200 more than our original September cruise. The rep on the phone said that was our only option because the price went up and there was nothing they could do. Today I found out the cruise price has now dropped to a lower price than our original September cruise. I called and spoke to a rep and he said there was nothing that could be done to adjust the price. I spoke to a supervisor and they also said that there was nothing at all they would do. I understand it is no one's fault that a hurricane happened, but we purchased a cruise at a price almost six months ago, so when it was canceled, Royal could have honored that price. Instead, they price gouged us, which is especially insulting considering this was a result of a hurricane in our home state that caused much destruction. Other cruise lines ******* and Carnival) offered their customers impacted by the hurricane a 125% credit toward rebooking. Royal Caribbean should have done the same. This is our first time sailing with this company and it is clear they have no concern at all for their passengers.
Business Response
Date: 10/21/2022
Subject: *************************
Case: ********
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
It was unfortunate that due to Hurricane ***, the Independence of the Seas was not able to debark/embark in ************** on September 30, 2022. However, the guests were given the option to cancelled with a full refund, sail the following day, with an onboard credit,or change to an available ************* date waiving any reservations change fees. Guests were responsible for any difference in pricing for the new cruise fare,taxes, fees any other amenities added to the reservation. As such, out of fairness to all guests, we cannot make individual exceptions.
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: 10/24/2022

Complaint: 18200828

I am rejecting this response because:
I was not given the opportunity to reschedule and waive any fees. I was told by your rep that I could not reschedule and had to take the refund. I had to call back 5 times in order to get a refund and to try and schedule again on my own. The customer service provided by ******************** has been absolutely terrible.

Sincerely,

*************************
Business Response
Date: 10/31/2022
Subject: *************************

Case: ******** / ******* - 2379541

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

Due to Hurricane ***, the Independence of the Seas was not able to debark/embark in ************** on September 30, 2022. However, the guests were given the option to cancelled with a full refund, sail the following day, with an onboard credit,or change to an available ************* date waiving any reservations change fees. Guests were responsible for any difference in pricing for the new cruise fare, taxes, fees any other amenities added to the reservation. In this case, our records indicated that a full refund was issued for both reservations.As such, out of fairness to all guests, we cannot make individual exceptions.

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: 10/31/2022

Complaint: 18200828

I am rejecting this response because:
This is the exact same response I received from the first complaint. Again, my complaint is the fact that I paid over $1000 more for a cruise because the initial cruise I booked was changed due to the hurricane, which again is no ones fault, however, when I asked if I could receive the rate that was similar for the new bookings, I was told no. There were still rooms selling and available at the much cheaper rate which is what I originally paid for the first cruise that was changed due to the hurricane. I feel that because the hurricane is not a typical situation, Royal Caribbean should have been more understanding and allowed the current rate for those impacted by the change in the cruise we initially booked. This is not asking for preferential treatment, it is giving those passengers, the ones that had to cancel, the opportunity to book a cruise at the same rate that they initially paid. Instead, Royal charged a much higher rate claiming they could not offer a lower rate because the sailing was coming up soon and the price had gone up, and then the very next week, dropping the price by $1000 for the same room type. Again this is not preferential treatment, its called good customer service. And yes, a refund was issued after calling 5 times and waiting on hold, sometimes for an hour, because I was only refunded one fourth of the initial amount I paid. I did finally get the full refund amount weeks later, and again, after calling numerous times.

Sincerely,

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

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