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

1,427 total complaints in the last 3 years.
434 complaints closed in the last 12 months.

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

Initial Complaint
Date:10/03/2022
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.
I first called Royal Caribbean telling I am on a high risk pregnancy and the attendant told me that I would need a medical note saying that so i could get a full refund. Today October 3rd,2022 I called back after getting a note from my doctor attesting my medical conditions and the attendand named *************************** from Resolutions told me i could not get a full refund, and the only option he gave me was to retain $694 as penaulty, but this means almost 50% of the full price i payed for the cruise. When i booked the cruise I did not know I was pregnant and is not something i don't want to go on a cruise. I have a high risk pregnancy and a note from a doctor saying that I should be resting and not risk my pregnancy on a travel right now.
Customer Answer
Date: 10/03/2022
Here is the receipt from the cruise
Business Response
Date: 10/06/2022
Subject: **************************** *****

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

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

We show that ********************************* ***** spoke to our corporate office regarding this matter, and we explained the policy to her. As a goodwill gesture, we offer an option of a partial refund in combination with Future Cruise Certificates with an expiration date of 2 years, however, the offer was declined.
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:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good afternoon,I purchased a cruise for all 5 of my family members on 8/22/22 (I added an additional guest later to make it 6 people). My booking # is ******* and ******* (two rooms). The ship is Adventure of the Seas, leaving out of ************, **, and sail date is 10/8/22-10/13/22. When I booked/purchased this cruise, the Royal Caribbean representative, *****, informed me that ******* is allowing unvaccinated travelers, which is important, because ******* is the only stop on this cruise. The cruise cost was $2700.40. On 10/1/22, Royal Caribbean sent me an email with "important reminders" regarding our trip. This email entailed information regarding our stop in Bermuda, and never mentioned in all of the information that guests/visitors needed to be vaccinated to sail. I received another email to check in for our cruise, and when I began the process, there was an alert on Royal Caribbean's site stating no unvaccinated travelers are permitted to visit *******, and will not even be allowed to embark on the ship, even though Royal Caribbean is allowing unvaccinated travelers. My family's vaccination status was requested at time of booking and is noted on the invoice dated 8/22/22 as not vaccinated. Upon learning this information, I went directly to the ******* government's website to view their vaccination requirements, and it specifically states that cruise passengers do not have to be vaccinated, they must just prove having travel/health insurance and a negative COVID test upon arrival. I have contacted Royal Caribbean 4 times in the last 2 days asking why we are not allowed to sail when ******* would allow us to come in. I have asked for supervisors every time, where I am left on hold for over an hour. I did finally speak to a supervisor today, 10/3/22, named **************, employee ID: ****** who stated she doesn't know why we are not allowed, but we just aren't and I should stop complaining. We are supposed to set sail in FIVE days, have paid our money, and want t
Business Response
Date: 10/12/2022
Subject: ***********************

Case: ******** / BK# ******* - 2324740

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 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. Some countries have made specific requirements in order to visit their country known to us, and we must abide by their rules. As of October 5, 2022, sailings from the U.S. that stop in Bermuda:
While requirements for sailing have changed for some destinations, most of *******'s local regulations and requirements are still in place.
The Vaccination requirement (all guests 12 and older) and the Pre-Cruise & Embarkation Testing Requirement remain in place.
Vaccinated guests must show a negative result for a PCR or antigen test taken no more than 2 days before boarding day. Kids age 5 to 11 who have been vaccinated may follow the testing protocols for vaccinated guests.
Unvaccinated kids age 2 to 11 must show a negative test result for a PCR test (not antigen) taken no more than 3 days before boarding day.

Additionally, when a guest books a cruise, they are agreeing to abide by the Cruise Ticket Contract. In section 4 of our Cruise Ticket Contract (CTC) 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. The CTC 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
Initial Complaint
Date:10/02/2022
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.
Purchased a Cruise for Dec 10th, Received an invoice shortly afterwards stating discounts applied and how much I have paid, and also how much my final payment will be ($58.84) due on September 11th. Two weeks before Sept 11th they sent out an invoice for final payment due. On this invoice they removed the money I already paid and said I owe $330.04. Attempted to contact them to clarify the issue, They do not have an email address listed on the contact page to where I can send them the two different invoices pointing out the discrepancies. My only choice is to call. After placing calls and being on hold for over an hour and never getting to a representative I would be forced to try another day. My fiance finally was able to get through on the phone after the Sept 11th deadline. They told her "we should of just paid the $330.04, they already cancelled our cruise and there is nothing they can do about it". In my opinion that seems unethical,I am not sure if they intentionally increased our bill, or if it was a problem in their system. But to not care to make things right from their own problem seems they are doing it intentional. I would be ok if they reinstate our cruise and the room I already prepaid for, if that cant happen then I would want a refund of the $760 that I have paid.
Business Response
Date: 10/07/2022
Subject: *******

Case: ******** Booking 1676829

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

We show that the guest originally purchased his cruise online for the Independence of the Seas departing on 12/5/2022. According to our records, ****************** called our office on 4/27/2022 and requested a ship and sail date change. Upon his request, we advised him there would be a price difference which the guest agreed to.The guest also asked to have his name modified on the reservation. Due to these modifications, the cost and payments we had were affected. In turn, the system generated a new booking invoice with the balance due that was sent to the guest. Being that the remaining funds were not received on 9/11/2022, the booking automatically canceled.

Additionally, a message form to communicate with us via email is readily available on our consumer website. It can be located by going to the bottom of the homepage, the listing Contact Us which is below the Plan A Cruise tab will guide you to it. To view it, please visit https://www.royalcaribbean.com/resources/contact-us. Furthermore, being that the guest utilized Future Cruise Credits as partial payment on the canceled booking FCCs will be reissued. Processing can take up to 30 days from the date of cancellation. Considering these facts, were unable to honor the submitted 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: 10/07/2022

Complaint: 18157444

I am rejecting this response because:
The invoice I attached with the date April 27th coincides with the date that I called and agreed to price difference that royal caribbean is referencing. I am filing this complaint because that invoice price is what I agreed to, royal caribbean agreed to and I am attempting to hold them to the agreement of that price. Then in September royal caribbean issued a new invoice that is significantly higher and difference than the price all parties agreed on with no explanation. This is very unethical and a scam by royal caribbean to do so
Sincerely,

*********************
Business Response
Date: 10/18/2022
Subject: ******************;
Case: ********

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

As previously advised to this party, due to the modifications done to his reservation, the cost and payments received were affected. In turn, the system generated a new booking invoice with the balance due that was sent to the guest. Being that the remaining funds were not received the date of final payment, September 11, 2022, the booking automatically canceled. This information is also available in the cruise vacation receipt.

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: 18157444

I am rejecting this response because:

Complaint: 18157444

I am rejecting this response because:
On April 26th I booked a voyage on the Indpendence of the Seas with a sail date Dec 5th. On April 27th I called Royal Caribbean to change my voyage to the Mariner of Seas with a sail date Dec 10th. The attached invoice "Cruise Vacation Receipt" reflects those changes made with a Balance due of $58.84.
No changes have been made since the $58.84 invoice attached. On Aug 28 Royal Caribbean sent an invoice which I have attached on here "Tef273fa3-2d77-4832-aed1" with a new balance of $330.04.
To summarize and to make as clear as I can. April 26th I booked voyage with sail date Dec 5th
April 27th I called and made changes for sail date Dec 10th. Updated invoice was issued with a $58.84 balance which is attached.
No further changes have been made since then. So my balance should remain the same of $58.84.
Royal caribbean on Aug 28th issued a final payment notice with a balance for $330.04 with no reasoning of the different price.
I have provided dates and invoices that have proven that Royal Caribbean statement that I have made changes to cause the increase from $58.84 to $330.04 as false. Royal caribbean needs to read my message and actually respond to my claim instead of giving the same blanketed response which is proven false

Sincerely,

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

*********************
Initial Complaint
Date:10/02/2022
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.
We booked an 8-night Southern Caribbean cruise partially with a credit that was expiring due to Covid and the rest was charged. We arrive at our appointment time with me in a wheelchair due to an accident that had temporarily paralyzed me and now Im learning to walk again. So we were on board when our names were called to go to guest services. We get there as quickly as possible when agents roll their eyes, say finally and take us off the ship giving us no reason why. We get to the parking lot where there was an issue with my boyfriends luggage and he is told that if he takes the item out and puts it in his vehicle that everything would be okay. But what happens is they refuse to let either of us to board even though it was his luggage bc mine was on the ship with me at all times so it was his stuff and I had nothing to do with it. Then we are told to call customer service to get a credit or refund. So we call and are told we will not be getting anything back except our taxes and I think a partial amount for our excursion it was hard to understand the agent. Then after over an hour I ask to speak to a supervisor and instantly the agent can no longer hear me and keeps saying hello, hello, I can no longer hear anyone so I am ending the phone call and hangs up on me. Through the whole conversation not once did she have a problem hearing me and then instantly she cant hear a thing when I ask for a supervisor. They are practicing HORRIBLE business practices! I legally cannot control the actions of someone else so I should not be punished for them!
Business Response
Date: 10/07/2022
Subject: Gray

Case: ******** Booking 9659050

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

Were sorry to hear that this party was unable to sail due to prohibited property. Its not our practice to provide compensation to those who bring personal items that are forbidden onboard. In section 9 of our Cruise Ticket Contract (***) that guests must agree to in order to sail, it states that guests acknowledge and accept to comply with the rules set in place by the carrier. While we recognize this was a difficult and disappointing situation, we are unable to honor the requested resolution for this concern. As such, only taxes & fees plus pre-purchased enhancements will be refunded when the booking is canceled. Additionally, 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: 10/07/2022

Complaint: 18156513

I am rejecting this response because:
I fully complied with the contract. I did not bring any prohibited items on board and yet I was not allowed to sail. Royal Caribbean is punishing me for the actions of another human being that was in my party. I legally can not control another human being but yet I was punished and not allowed to sail bc I did not break the law and control his actions! I did not break any rules or regulations in the contract I signed to sail so therefore I should have been allowed to sail. We even had a third person in our party but he was allowed to sail and I was not. He was not punished for the actions of someone else in our party so I should not have been either!
Sincerely,

*********************
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.

When a guest books a cruise, they are agreeing to abide by the Cruise Ticket Contract. In section 3 of our Cruise Ticket Contract (***) it states the following:

In no event shall any Passenger bring on board the Vessel or check-in, or in connection with the Land Tour, any illegal controlled substances (including medical marijuana), fireworks, live animals (except under the terms of Section 13.e below), weapons, firearms, explosives or other hazardous materials, or any other items prohibited by applicable law or Carrier policy. Marijuana possession and/or use, including medical marijuana, and possession or use of any illegal drugs, is strictly prohibited in many jurisdictions visited and on the Vessel at all times, as well as in terminals,during shore excursions or any other part of the cruise, regardless of any local, state, or other laws which might permit use or possession of marijuana.Passengers who violate the laws of any jurisdiction are subject to being reported to law enforcement or customs authorities, arrest and prosecution.Passengers who bring on board dangerous items, marijuana in any form, or any illegal drugs or controlled substances are also subject to immediate disembarkation or denial of boarding. Passengers shall have no claim for refund, loss, damage, inconvenience, or compensation whatsoever under any of these circumstances. Passenger shall be responsible to notify Carrier in advance of the Cruise if there is any question as to the permissibility of taking any item or substance onboard the Vessel. Carrier reserves the right to refuse to permit any Passenger to take on board the Vessel or on any mode of Transport any item Carrier deems inappropriate. 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: 10/22/2022

Complaint: 18156513

I am rejecting this response because as I stated before I did not violate any of those rules that are in the contract. Someone else that was in the party of three with us broke the rule by accident and that is why he is not fighting to get his money back. But myself all long with all of my luggage was with me on the ship at the time we were called to guest services. All of the police and security there at the port will definitely remember the whole issue bc it took forever for the security to get together, find my luggage and get it back to me before the ship left port! So again I state that you are trying to punish me for the actions of someone else whom I have no control over. I did nothing wrong so I should have been allowed to go on the cruise or you refund my money since I didnt broke the contract!

Sincerely,

*********************
Initial Complaint
Date:10/02/2022
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.
I have 7 royal Caribbean gift cards valued at $500 each. I found the cruise we wanted, and upon reaching the payment screen, saw that there was no option to pay with a gift card. After finally getting a hold of the gift card/certificate department they pulled up my cruise and I tried to pay with gift card and was told I couldnt pay the deposit with it. I didnt want to make a deposit. I wanted to pay in full. I dont think royal Caribbean understands what a deposit is. I didnt need to make a deposit, I was ready to pay in full with gift cards. Investigating online I found all sorts of conflicting information on what the cards/certificates can be used for. Im not even sure if there is a difference in a card or certificate. Some places say gift card and in the next sentence also call them a certificate. I have gift cards obtained through tango rewards. Some places say they can be applied online and other places say they cant. Some places say they can be used for onboard credit and other places say they cant. The process in using the cards/certificates is ridiculous. You cant just pay with them online when checking out like every other gift card for any other business. They want to make you pay for a deposit even if you have gift cards to cover it. Then its extremely confusing to use the gift cards after the deposit is made. And its extremely confusing figuring out what else they can be used on because royal Caribbean contradicts itself at every turn and the employees are no help. I think they purposely make it difficult and purposely try to limit what they can be used for to try to not have to honor them. A gift card to Royal Caribbean should be able to be used for a deposit or an onboard credit or anything. They were paid for the gift card and should honor them. I paid the deposit and sent in 4 gift cards. I have three royal gift cards left because I was not able to use them on the deposit. Ill be stuck with them if I cant use them for an onboard credit.
Business Response
Date: 10/07/2022
Subject: *****

Case: ******** Booking 4303744

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

Were sorry that the guest is disappointed with the Gift Card policy. The Corporate Gift Card is sold by a third-party vendor. The ** is only applicable based on the terms & conditions. Due to the terms, its not applicable toward the deposit. Additionally, we show that ************** contacted our corporate office and was informed of these details. As such, the application was processed accurately.

Furthermore, this information is available via our consumer website. To view the full details on terms & conditions, please visit the below link:
https://www.royalcaribbeanincentives.com/royal-caribbean-gift-card-program/

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: 10/08/2022

Complaint: 18156098

I am rejecting this response because:
the complaint was about how horrible their policy was and that it needed changed. They didnt address what at all and they did not contact me.

Sincerely,

*************************
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.

Were sorry that ************** had some difficulty applying the gift cards. Our records indicated that two $500.00 gift certificates for a TOTAL OF $1,000.00 USD have been applied to his future cruise onboard the Voyager of the Seas. Please accept our apologies for the inconvenience this may have cause him.

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:10/01/2022
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.
We made a reservation on board for a following cruise. When following up, guests traveling with us made arrangements through another agent. On June 5, RC customer service told us an agent (handling friends tickets) registered us as her client (without our knowledge). We were told if we paid in full that day, June 5, 2022 The correction would be made and the agent could not register us. We have called several times and are being told Royal Caribbean will not correct the error. We were told that the computer automatically assigned the travel agency despite the Royal Caribbean customer instructing otherwise.
Business Response
Date: 10/06/2022
Subject: ***********************

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

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

We show that Mr. *********************** spoke to our *********************** regarding this matter,and based on the information, it appeared to be a glitched in the system at the time the reservation was made onboard the ship. We hope the guests accepts our most sincerely apologies for any inconvenience this may have caused them.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 10/06/2022

Complaint: 18154216

I am rejecting this response because:
There is an admission of.fault but no expressed.intent to prevent future issues or attempt to correct this problem,
Sincerely,

***********************
Business Response
Date: 10/11/2022
Subject: ***********************

Case: ******** / BK# 8474021

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

We are sorry to learn that **************** is disappointed with our response.Please be advise that this type of issues are handle internally, consequently,we have been notified our IT Department of the matter to prevent a reoccurrence, and corrective action will be taking as needed. Nevertheless, we apologized for the inconvenienced this may have cause you.

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: 10/12/2022

Complaint: 18154216

I am rejecting this response because:
I am still locked into using a travel agent we have no relationship with. Royal Caribbean has not corrected this.
Sincerely,

***********************
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 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:09/29/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sailed RCC for an ******* cruise May 27-June3, 2022. Booking *******. I had original prepaid for an excursion through the cruise line for a hike/canoe trip. Sail mate hurt her ankle a week before we left and was in an ortho boot. I canceled excursion through RCC website and received refund. RCC charged my room account for the excursion again on the day we departed cruise. After 3 months of back and forth emails they have finally apologized for the mistake and ask me to call with a credit card to refund, but I can not get a hold of a person. This has been an ongoing problem since the beginning, I am told I am being transferred to the only department that can help me. Every time I am transferred I sit on hold for an hour and then the phone hangs up. When I call the number they provide for me and choose the past sailing department, I am sent to someone who can not help me and gives me the same number I just called and gives me the same song and dance about having to be transferred. They also charged my credit card for a $124.67 that no one has been able to explain to me, but ***** canceled those charges. These were taken out of a cruise credit that I received from my travel agent and would be returned to me as a **** card if not spent. I would like my money back for the excursion $293.91, and I would like someone to look into this terrible practice of phone tag RCC plays with past guest.
Business Response
Date: 10/06/2022
Subject: *****

Case: ******** Booking 3650100

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

Its unfortunate that the guest encountered some difficulties communicating with us via telephone. According to our records, the guest contacted us to dispute a charge made on the Onboard Account as of 6/3/2022. Upon further review, we granted reimbursement for the cost in question. Per our policy, refunds can only be issued to the original form of payment. Due to data privacy, we dont keep the full credit card number on file which is needed to proceed. Therefore, we must ask the guest to speak with our *************************** at ************** to supply the required information. As such, we have done our due diligence to address this matter.

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: 10/07/2022

Complaint: 18147335

I am rejecting this response because: I have called this number half a dozen times to be told I must be transferred to a certain department. Each time I am on hold for 1 hr and then hung up on. If this is their policy and they would like to make this right, they can connect me by phone at **********. Giving me the same number over and over where no one answers resolves nothing.

Sincerely,

***********************
Business Response
Date: 10/18/2022
Subject: ***********************

Case: ********

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 Ms.****************** 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:09/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Sunday 9/25 we booked a Royal luncheon with this cruise line. They once again charged us twice for $68.40 at 6:13 pm and 6:15 pm as caught by our credit card. We only need one of course. We have written emails three times this week on 9/25,9/26, 9/27 with no response. This second time we have tried to book something for our cruise and they charge us twice.
Business Response
Date: 10/06/2022
Subject: *******************************

Case: ********

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

We sympathize with the concern expressed by ********************** regarding the double charged of $68.40 USD, and in reviewing his account it does not show no additional charges, as mentioned. If ************************** records do not coincide with this information, please send a copy of your bank or credit card statement and I will gladly further research this matter.

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:09/29/2022
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.
Positive COVID-19 Infections, Required Isolation, Quarantine Reimbursement Claim Symphony of the Seas Booking Reference: ******* Junior Suite Room **** December 31, 2021 Sailing Family of four:Siena Stangherlin - positive COVID-19 test on board ***************************** - positive COVID-19 Test after debarkation ********************************* - positive COVID-19 Test on board, Jan.7, 2022 *********************************** - positive COVID-19 test after debarkation All ******** Citizens, Living in ****** Isolation/Quarantine required to be completed prior to re-entry to ******: 14 days. Reimbursement Guidelines:1.Meals: USD$100/per person per day. $100 x 4 x 14 = Claim Allowance USD$5,600 2.Accommodation: US$350/per night per COVID-positive Guest = $350 x2 x 14 = Claim Allowance USD$9,800 3.Children's homeschool supplies & costs: Full Cost Reimbursement 4.Rental Car: USD$150/day. $150 x 14 = Claim Allowance USD$2,100 5.Commercial Flights Home: Full Cost Reimbursement 6.Medical Costs,COVID Testing and ************ Full Cost Reimbursement Reimbursement Receipts and Claim Summary: 1. Meals: USD$3,508.21 2.Accommodation: US$6,568.06 3.Children's homeschool supplies & costs: USD$797.14 4.Rental Car: USD$989.28 5.Commercial Flights Home: CDN$5,603.92 6.Medical Costs,COVID Testing and ************ USD$503.89 After 9 months not a ***** has been reimbursed.
Business Response
Date: 10/06/2022
Subject: ***********

Case: ******** Booking 9486873

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
According to our records, ************************** spoke with our corporate office on 9/27/2022 regarding this matter. At that time, we fully reviewed the reimbursement parameters set in place for the assistance were providing. We also gave the guest a full breakdown of the amounts that would be covered for the expenses they submitted.The guest disagreed with the information that was given. ************************** advised that he would speak with his wife and call us back. As such, no further action was taken. Therefore, weve done our due diligence to assist 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:09/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
July 11, 2022 My family and I booked a cruise with the Royal Caribbean Navigator of the sea to ******** and ********. It was 4 night trip. The first night for us there my son ************************* had a fever so I took him in the morning of 7/11/22 to the medical office in the ship to be checked by the doctor and his diagnostic was that my son has a contagious virus and we have to be isolated in the room until the end of the trip. The doctor did not look at his medical history and just assumed it was a virus. He took pictures of ***** and sent it to a doctor in ***** and the result came out as allergy but the ship doctor did not want to take the responsibility and lied to us saying the result came out as virus. we went to ER in ******** and the doctor knew right away it was allergy from antibiotics and gave him medication. The doctor at the ship only gave him ******* and refused to give him anything else to make him better. He was scaring us from that virus and worrying us about my son's life. He told us to watch his oxygen level without helping us. He made us anxious nervous and alone in the middle of the sea. My son was suffering and the doctor did not do anything to help.I have to pay ER, ambulance, and cruise bills just for wrong diagnostic and I am still emotionally recovering from the trauma he caused during the trip.Ambulance run number: 22-424797 ******** ****** medical center account # ******************************** reservation# *******
Business Response
Date: 10/06/2022
Subject: *************************

Case: ********

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

We sympathize with the concerns expressed by Mrs. ********* Every Royal Caribbean *********** limited professional medical services through licensed (international or domestic) physicians and nurses. All Royal Caribbean Cruises Ltd. ships have shipboard medical facilities that are built, staffed, stocked,and equipped to meet or exceed guidelines established by the **************** of ********* Physicians Cruise Ship & Maritime Medicine Section.

Mrs. ******** was advised that a refund for the days they were isolated have been issued to the original form of payment, additional, we recommend that they file a claim for any additional travel expenses with their travel or homeowners insurance company.

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: 10/06/2022

Complaint: 18141973

I am rejecting this response because:
Due to wrong diagnostic we had to take an ambulance and go to the hospital and we got charged for both. I have to meet the deductible before the insurance covers the cost and so I have to pay them out from my poket. If the do tor diagnosed correctly and looked at the kid's medical history and gave him ********, we would have not needed the ambulance and the hospital and spend all these extra money for something simple and small. Also, the refund we got for the isolated days does not include the tax and and other costs. The reservations shows how much we paid for the trip and got refunded only $800!! which is nothing compared to what they caused us to pay.
Sincerely,

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

Case: ******** / BKs# *******-2867520-2884770

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

Please be advised that our medical personnel onboard are licensed medical doctors and nurses who are also independent contractors. Any medical personnel or other service providers on board the ships are provided solely for the convenience of Passenger. In section 5 of our Cruise Ticket Contract, Carrier assumes no liability whatsoever for any treatment, failure to treat, diagnosis, misdiagnosis, actual or alleged malpractice, advice, examination or other services provided by such persons or entities.

The CTC is available to review here:

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

Regarding the refund, our record indicated a total refund in the amount of $ ******** USD was issued on August 2, 2022, to a **** card ending in ****. This amount represents 3 days of isolation while onboard the ship. If you are unable to locate these refunds on your statement, I would recommend contacting your financial institution to inquire about the status of the refund being available in your account.

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

Sincerely,

Guest Experience Management

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