Complaints

This profile includes complaints for Royal Caribbean Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Royal Caribbean Group

  1050 Caribbean Way Miami, FL 33132-2028

• 

  Royal Caribbean Group

  1080 Port Blvd Miami, FL 33132

• 

  Royal Caribbean Group

  1007 North American Way Miami, FL 33132

• 

  Royal Caribbean International

  4729 S Palisade St Wichita, KS 67217-4925

• 

  Royal Caribbean Group

  14700 Caribbean Way Miramar, FL 33027-4161

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:10/07/2022

  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.

  Royal Caribbean have a charge in my account that is not correct from a cruise that I sailed on 9/19/22. I have tried to call and get this situation rectified to no avail. I have spent countless hours on the phone. I spoke with **** who claimed he was a supervisor in the Philippians, who was very rude. I also spoke with a young lady named *****. She was nice. I spoke with another young lady on 10/4/22. She assured me that I would hear back from someone on 10/6/22, which I did not. It takes over an hour on hold just to speak to someone. Ridiculous! I did not receive any photographs from you all. That charge is not valid. The ************ assured me it was removed while I was aboard the ship. I checked the app while on the ship and the charge was removed. Now over 7 business days later it is still showing in my account. The app is now showing blank. There is not anything in the app whatso ever anymore. They wiped it clean. This is not fair! This is Unfair, Deceptive, and Abusive treatment. You all are stealing from me and have caused an overdraft charge of $36.00 in my checking account.This big company what do you gain from stealing from people??!!!!!Please fix this. My other charges are valid that accrued on the sip are valid, but I did not get any photos. Please stop stealing from me!!!I need the refund of $55.36 + $36overdraft = $91.36.**** was very rude and basically called me a liar. Is this how you treat your customers? I normally cruise with Carnival. I have cruised with them over 15 times and from multiple ports and have never ever had any issues! Never! This was my first time cruising with Royal Caribbean and if this is not rectified will definitely be the last.

  Customer Answer

  Date: 10/07/2022

  Tell us why here...Royal Caribbean has a charge in my account that is not correct from a cruise that I sailed on 9/19/22. I have tried to call and get this situation rectified to no avail. I have spent countless hours on the phone. I spoke with **** who claimed he was a supervisor in the Philippians, who was very rude. I also spoke with a young lady named *****. She was nice. I spoke with another young lady on 10/4/22. She assured me that I would hear back from someone on 10/6/22, which I did not. It takes over an hour on hold just to speak to someone. Ridiculous! I did not receive any photographs from you all. That charge is not valid. The ************ assured me it was removed while I was aboard the ship. I checked the app while on the ship and the charge was removed. Now over 7 business days later it is still showing in my account. The app is now showing blank. There is not anything in the app whatsoever anymore. They wiped it clean. This is not fair! This is Unfair, Deceptive, and Abusive treatment. You all are stealing from me and have caused an overdraft charge of $36.00 in my checking account. This big company what do you gain from stealing from people??!!!!! Please fix this. My other charges are valid that accrued on the sip are valid, but I did not get any photos. Please stop stealing from me!!! I need the refund of $55.36 + $36overdraft = $91.36. **** was very rude and basically called me a liar. Is this how you treat your customers? I normally cruise with Carnival. I have cruised with them over 15 times and from multiple ports and have never ever had any issues! Never! This was my first time cruising with Royal Caribbean and if this is not rectified will definitely be the last.

  Business Response

  Date: 10/17/2022

  Subject: *****************************
  
  Case: ******** / BK# *******      
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We are sorry we incorrectly charged ********************************* onboard account. Our records indicated, we advised **************** that a refund in the amount of $100.00 USD would be issued to her credit card and as of October 13, this amount was posted to a **** card ending in ****, this amount represent the over draff as well the erroneous charged. Nevertheless,we apologized for the inconvenience this may have cause her.  
  
  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:10/07/2022

  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 Group; it was cancelled on 5/23/2022 due to airline cancellations; could not book another flight to get to cruise prior to departure. Total cost of cruise was $11,541. Cruise booking # is *******. They have repaid all but $298.40 (refund to my credit card). I have sent 5 email notifications, and 1 letter via postal mail. Telephone calls to them result in extended (1-2 hours) times on hold, and staff offers no solution to getting a refund. There has been NO personal response from RCG, no telephone calls to me, and no credit posted to my credit card. ALL I am requesting is credit of $298.40 posted to my credit card. It has been 138 days since cruise was cancelled.

  Business Response

  Date: 10/17/2022

  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 this reservation was booked through a travel agent, and due to contractual agreements, we have limited access to the guests reservation and are unable to assist with directly with most inquiries.********************************** travel agent acts as a liaison and is best equipped to address her concerns, especially in matters involving cancellations. We sincerely appreciate her understanding and regret any inconvenience she may have encountered
  
  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: 10/18/2022

   
  Complaint: 18181554
  
  I am rejecting this response because: They cant even spell my name correctly!!  Funny thing, I finally got a response from them just yesterday!!! They are incorrect--they do have access to my financial information, since all charges on my credit card were charged to RCCL.   The travel agency, AAA of *********, ** sent me an email asking about my refunds, which shows that they do not have access to my refunds.  I understand the travel agency will issue the future cruise credit, since I booked with them, but they DO NOT handle my refunds!!
  
  Sincerely,
  
  ***************************

  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.
  
  Our records indicated that the refunds were issued to the original form of payment, a **** card ending in ****. Additionally, be advised different components are processed individually.The guest may not see the refunds as one lump sum. If ******************* does not see these refund in her account, she will need to reach out to her financial institution for further assistance.
  
  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: 18181554
  
  I am rejecting this response because: Spoke with ***** financial institution in person; they are not holding any funds.  RCCL is not a cruise line that I ever have any interest in traveling on.  They still owe me $298.40. Travel agency is no help either. They say they contacted RCCL and RCCL response is: "It's taking a little longer than usual".   Will consider other options such as contacting The Points Guy or putting this out on social media for resolution. Cruise was cancelled FIVE months ago, but travel agency nor RCCL has notified me of future cruise credits.  That's a sad indictment of this cruise lines' business model and practices.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/28/2022

  Subject: *******
  
  Case: ******** Booking 9678887
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  An urgent request has been submitted to our ********************* to obtain the confirmation information on refunds. Once the details are received, we will supply them. Additionally, this party was canceled with our Cruise with Confidence program which provides 100% Future Cruise Credits for the paid cruise fare. Please find the credit letter enclosed.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

  Sincerely,
  
  Guest Experience Management

  Business Response

  Date: 11/03/2022

  We apologize for the delay in response for the requested information, your patience is greatly appreciated.

  Please find below the listed reference/transaction numbers for each payment that was issued for this party. These details verify that refunds were disbursed as stated in our BBB communication. As such, the guest will need to utilize these details to have the financial institution further investigate the reimbursements on their end.

  Refunds:

  Date 5/26/2022 $1,344.90 #***********************
  Date 6/3/2022 $38.04 - #***********************
  Date 6/3/2022 $298.00 - #***********************
  Date 6/3/2022 $233.68 - #***********************
  Date 6/3/2022 $ 221.44 - #***********************
  Date 7/11/2022 $421.00 - #***********************
  

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18181554
  
  I am rejecting this response because: RCCL does not get it.  I have sent a total of 11 documents to ***** A at BBB to her email, which she is free to share with RCCL, because there are too many documents to send.  Included in *****'s emails are cruise letters 1 and 2 and the following:  Cruise invoice for ******/***************************** and ******** family; proof of payment and proof of refunds.  These documents were sent to RCCL via certified mail, but NO response.  

  Interesting that RCCL can respond quicker to BBB than they can to their customer!! Only took them FIVE months to grant ****** cruise credit.  

  You still owe me $298.40.  ****** post to my credit card within 3 business days. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/06/2022

  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.

  We have been loyal cruisers of Royal Caribbean cruise lines. We have been on about 7 cruises with them. Earlier this year (2022) we booked a cruise for *** of 2023. We did this knowing they had vaccination protocols and we are unvaccinated. When I spoke with the agent while booking I double checked that my reservation was refundable should we cancel. I was not going to take the chance that they would not lift their protocols and we would not be able to go. I was told yes, my deposit was refundable. Over the months I was watching their protocols and didn't really see any movement, so I called at least twice over the last few months to try to cancel. Each time I was told, "let's just wait until September 30th to see where we are with protocols. If at that time you still want to cancel you can and still get a full refund." I called Royal Caribbean today, 10/6/2022, and tried to cancel. They did lift their protocols, but seeing the trajectory of the economy we are cutting all spending. When I called Royal Caribbean they told me my deposit was nonrefundable. That I got the rate I got because it was a nonrefundable rate. That is untrue. I got the same discounts being offered to anyone at that time and I was NEVER told the deposit was non refundable. Every other cruise we had up to 90 days before sailing to cancel for a full refund. I want to cancel my cruise and I want my $2,000 back. Oddly enough I don't think I was ever sent any sort of reservation documents which I have always gotten. I wholeheartedly trusted them and thought I could get all I needed on the online portal. But, there is nothing there either. I do not think I would trust any document sent to me now as they have had time to "doctor" it up.

  Business Response

  Date: 10/17/2022

  Subject: Ivy Gold   
  
  Case: ******** / BK# ******* *******     
  
  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 is dissatisfied with our Non-Refundable Deposit policy. Per the term and condition, should any changes arise such as cancellation while reserved with a Non-Refundable Deposit Program ***, guest will not qualify for a refund nor a credit. These details are noted on the booking invoice we sent to the guest on March 12, 2022, to: ********************** Please find the invoice enclosed in this email for review. As such, out of fairness to all guests, we cannot make individual exceptions.
  
  Additionally, specifics regarding the *** policy are available on our consumer website. For more information, please visit:https://www.royalcaribbean.com/faq/questions/if-i-cancel-a-non-refundable-deposit-reservation-what-refunds-apply.
  
  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:10/05/2022

  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.

  Deposit of $250 made on 6/20/21 for a cruise canceled due to Covid wont be refunded to me. Money was applied to reservation #*******. Four calls later and still no resolution. Supposedly, my money was stolen by a travel agent and given to a couple who enjoyed MY MONEY which was used on their reservation. Conveniently info I was given is supposedly not noted in RCLs data. Every time I call, I get lip service and promises of return calls from people who I spoke with, but I am told no notes exist with info provided. These calls started on 9/14/22, when I spoke with ***** and ****** of Guest Resolutions and follow followed up on 9/28/22 with ***** in Guest Resolution who assured me she me would call me on 10/5/22. No call to me so I reached out again and continue to get nowhere. Each call is a minimum 75 minutes. Asking that this money be applied to my new reservation #******.

  Business Response

  Date: 10/17/2022

  Subject: Ivy Gold   
  
  Case: ******** / BK# ****** - 2489129      
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Our records indicated that *************** has been in contacted with our **************** regarding her Future ********************** Certificate and we are in the process of reissuing the certificate. Please accept our apologies for the 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: 10/20/2022

   
  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 under the following condition.

  This is contingent upon receipt of this money as a credit on the original method of payment since the balance due for a scheduled cruise is already "PAID IN FULL". 

  I started this request back in the first week of September so we are looking at 1 and 1/2 months to this point. This is why I am saying:  "contingent upon receipt."  
  
  Sincerely,
  
  Ivy Gold

• Initial Complaint

  Date:10/05/2022

  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.

  Booked cruise online and only option online is to pay the full amount of the cruise $950ish . About two days later I get an email that I have a $625 balance. I talk to several customer service and supervisors and they would not honor the price I paid....even after ***** one of their Supervisors admitted that paying less than full price on line is not an option. I tried to cancel the trip and the penalty for cancelling the trip is ******....the entire trip I paid for was $950. I did pick the insurance plan but they said I had to pay the full $1500+ trip.

  Business Response

  Date: 10/13/2022

  Subject: ***********************  
  
  Case: ********/ BK#   5186068  
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Our records indicated that the guest has contacted our ********************** and the amount due was corrected. The reservation is paid in full and no additional balance is due.
  
  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:10/04/2022

  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 the below cruise pricing from Royal Caribbean, which according to this representative would expire within the next several hours. We were clearly led to believe if we made the purchase on that call, then the below package pricing ********************************* would be honored.Package Promised: $2.100.76 - 7 Night Western Mediterranean Cruise for two $1,727.96 Round trip flight w/ *** Airline We were all just about to conclude the phone sales conversation, but before hanging up I asked the representative for the flight schedule. He said he was in the process of making the reservation. Moments later he said the *** flight was booked and we would have to pay $600 more for a different airline. I explained to the representative that this was unacceptable. He said he could have another department try to find a more reasonable costing flight. I told him no and asked to speak to a supervisor. He assured me that a supervisor would speak with me and placed me on hold. I was then on hold for about 25 to 30 minutes, after which point a non-manager, *********, answered. He indicated he was with a Royal Caribbean department that scheduled flights. I was upset, as I was supposed to be transferred to a supervisor. This representative then provided me with a flight cost of about $900 more than the original quote. I was furious, suspecting a Bait and Switch had occurred. Finally, I was able to speak to a supervisor, *******. He told me that the first representative should have explained about the flight procedure. Further, they will have to review the recording of the call of the first representative before considering if the original flight price can be honored. I sent in a complaint, and no one contacted me back. I am asking your agency to assist me with requesting Royal Caribbean Cruise Line to honor the above agreed pricing and provide some reasonable level of compensation for the time and aggravation they have put us through.

  Business Response

  Date: 10/14/2022

  Subject: ***************************
  
  Case: 18169080/BK# *******
  
  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

• Initial Complaint

  Date:10/04/2022

  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.

  Purchased the deluxe beverage package and voom internet on 8/5/22 for ******. 8/11/22 received an email my purchase was cancelled and would be getting a refund of ******. No refund received Contacted royal Carribean many times and was told refund was coming, was told refund would be returned to someone elses card in the booking, was told refund couldnt be found, was told couldnt produce an invoice for said refund. Was told many times I had to have refund sent back to someone elses card in the party because that was their policy. Sending someone else my money is illegal. Asked for package to just be repurchased and no refund said. Said that was against policy. 9/29/22 call cruise line again and am told refund was never started and system error caused it to be stopped in transit so would reissue refund this time to my correct card and would process in 24/72 hours. 10/4 still have no refund

  Business Response

  Date: 10/17/2022

  Subject: *************************  
  
  Case: ********
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We're sorry to hear about the concerns about these refunds. It is our common practice to defer guests to their Travel Agent regarding specific financial details and servicing of their bookings. Due to contractual agreements, we have limited access to the guests reservation and are unable to assist directly with most inquiries. The travel agent acts as a liaison and is best equipped to address the guests concerns, especially in matters involving financial details.
  
  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:10/04/2022

  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 trip with AAA ************* in **********, ** for myself and 2 minor children to cruise on Royal Caribbean for 07/11-07/15/2022. Upon arrival at the port the 9 year old passenger was denied the scheduled COVId testing that was required and we were refused and turned away being told he was required to have a test 2 days prior. The older minor and myself who were vaccinated had been tested. There was an obvious misunderstanding. I was presented with a form letter stating that the extra on shore activities that I had scheduled directly with Royal Caribbean would be refunded along with gratuity payments within 30 days. After the 30 days passed I contacted Royal Caribbean and they refused to speak to me because I used a Travel Agent. Eventually the refund was credited. My complaint however is wanting to know why they refused to the testing of the unvaccinated 9 year old that was scheduled per their requirements at the port causing us to lose out on the trip and causing me to incur unexpected charges as a result.

  Business Response

  Date: 10/13/2022

  Subject: *************************  
  
  Case: ******** BK# *******    
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We work closely with governments and leading health authorities worldwide to determine what the appropriate steps are to ensure we are sailing in a safe and healthy manner. 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. With that said, the 9-year-old guest did not have a pre- cruise PCR test taken 3 days prior to sailing.

  According to our records, an e-mail was sent regarding this requirement.  
  **please note, the boarding day antigen test is in addition to the pre-cruise PCR test that unvaccinated guests 2 to 11 years old are requested to bring a negative test result, which must be taken within 3 days prior to sailing-but not on boarding day**. 

  Below you will see the link for you review.  

  http://dociis01/Crossmedia.Documentation/SendEmail/index/383194433

  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:10/03/2022

  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.

  Royal Carribean Cruises Applied $****** to a cruise that was cancelled (October 31, 2022).. Originally was going to apply amount to another cruise (December 4, 2022), bur it was never applied (ac**rding to two agents ***** on 10/1/22 & ****** 10/3/22). On the phone for hours with each. Kept being told the $500. was being penalized (losing it). Was told it was going to Resolution. Called guest services asking for number to **************** while on hold for Resolution on other call. On hold for both for a long time. Finally guest services informed of transferring, but would not provide a **ntact number in case we were dis**nnected. The call never **mpleted. It was hung up. Was **nnected on other phone to a man named ************ After a long time talking, the story is change. I am now told that the $****** was transferred to December 4th cruise. . Was being penalized for not making final payment. They are returning 2 vouchers from a previous cruise they cancelled, but not the $****** (cruise cancelled due to no final payment). Explained two prior agents did research and the ****** was not applied, but with cancelled cruise by RC, I would be able to provide times of call and he **uld listen to the re**rdings. Repeated same answer over and over again re: losing the $500. No time during the **nversation was it mentioned that I had travel protection/insurance. I asked about it. I was told **ntact an insurance ** and they will determine. When booking, agents re**mmend it, because for any reason you cannot go, you will be protected and refunded. No mention of requiring MD to **mplete form with supportive medical documentation. I do not know what has happened within the administration of RC, but it is virtually difficult to resolve matters and to get **ntacts to resolve matters. **** provided certificate #s for 2vouchers (already had) and said will be emailed within 48 hours, but no number to **ntact if do not receive. I would like VOUCHER FOR $ 500.

  Business Response

  Date: 10/14/2022

  Subject: *************************
  
  Case: 18162305/BK# *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Our records indicated that on October 4, 2022; two Future Cruise Certificates in the amount of $563.00 USD were applied to a cruise sailing December 4, 2022 as per ******************************. Consequently no Future Cruise Certificates are due to 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

• Initial Complaint

  Date:10/03/2022

  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.

  I found the price much cheaper online. Ive called and being given different answers and information. I had calls disconnected multiple times where I had to call back multiple times a day. I spoke the one gentleman later that day that told me, my price was the cheapest even though I told him the website was much cheaper. I called back and being told that Im now outside of my 48hr window. *** spoke to a supervisor that was not helpful and very forthcoming that his higher *** will automatically reject my request. Hes saying that only one call was made and recorded on the 22nd when I have multiple call logs on my work phone and my cell phone stating otherwise. ******* was the supervisor. ******* was the associate that passed me to ******* and couldnt get even give him the correct name. She gave my moms name even though I clearly told her my name was ******. Im a little disappointed with Royal as I speak highly of you all and tell everyone to go on your cruise. If I cant get a refund if I can get credit onboard in place of that. I have screenshot of the price. I hope I can get some help as I tried my hardest on my part but Royal has failed on their part to help with the best guaranteed rate.

  Business Response

  Date: 10/14/2022

  Subject: *************************
  
  Case: 18162305/BK# *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We work hard to ensure we are 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 business, there are times when pricing will fluctuate on available itineraries. For this reason, we offer our Best Price Guarantee program which lets our guests take advantage of a better price within 48 hours from the time the guest makes the reservation.
  
  Our records indicated *************** has contacted our reservation Department and ****************** was done to her reservation resulting in a credit.
  
  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: 10/14/2022

   
  Complaint: 18162305
  
  I am rejecting this response because: that was in regards to something else. Please review all necessary information. I reached out immediately and was told I have the cheapest price within my 48hrs and that was incorrect. I had proof and gentleman kept saying no. So I kept calling back and was disconnected multiple times. Finally got to ******* and ******* but was of no help. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/19/2022

  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 that the guest encountered an issue with her reservations. According to our records, ***************************** spoke to our Resolution Supervisor on October 17, 2022, and provided the guest with an amicable resolution to her 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: 10/20/2022

   
  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,
  
  *************************