Business Profile

Cruises

Royal Caribbean Group

Headquarters

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Complaints

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

Customer Complaints Summary

1,425 total complaints in the last 3 years.
431 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:09/27/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have booked two rooms for my family and my in-laws as a gift for them. They have already messed up this reservation twice and have been difficult to deal with. Now I receive the following email cancelling our cruise for the third time. Notice the date on the notice hasn't even happened yet! I have spent so much time on the phone with Royal Carribean I should be getting paid as an employee! I am furious! Dear ********* Party,Your final payment for reservation ******* was due on 12 OCT 2022. We never received payment and your LIBERTY OF THE ****** 14 NOV 2022 cruise has been cancelled. We were hoping you would have joined us for this adventure, but we do hope to see you soon.Youll receive a refund of your taxes and fees, any pre-paid items, like gratuities and Shore Excursions booked directly with us, and any remaining cruise fare balance, after penalties have been assessed. These are based on the cancellation schedule and rate selected. To review the cancellation penalty details, please visit our website here. If you purchased Royal Caribbean Travel Protection and need to file a claim, you can do so by visiting www.travelclaim.com. If you have any questions about your cancelled cruise, please call us at **************. We look forward to helping you seek out another adventure or find your chill vacation place soon!----------------------------------------------------------------------------------------------------I need someone to fix this and make it right!*********************** ************
Business Response
Date: 10/05/2022
Subject: ****

Case: ******** - Bookings ******* &6180213

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

Were sorry that the guest encountered some difficulties with his reservations. According to our records, ************ called our corporate office and the booking in question has been reinstated. Additionally,it reflects as paid in full. As such, an amicable resolution was provided.

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

Guest Experience Management
Initial Complaint
Date:09/26/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked 07/14/2022. Traveling on Odyssey of the seas 02/05/2023. Cancelled 07/16/2022 Transaction date: 07/18/2022. Canceled Paid business $1,000. Was booked through Priceline cruises but charged by Royal Caribbean. All business including credit card dispute was done through Royal Caribbean. Priceline refused to rebook and made me cancel. Didnt honor their policies and always referred me to Royal Caribbean. Business committed to provide a cruise. I wanted to change my sailing date and ship to Wonder of the Seas. Priceline said I could cancel and rebook even though I didnt want to cancel completely that was the only option they gave me. They said they needed to charge $100 cancellation fee. I refuse to pay that but they insisted. They kept saying Royal Caribbean this royal Caribbean is saying that. Their own policy says the fee will be waived if you decide to change your sailing. I never saw a non refundable deposit policy on the Priceline website. When trying to dispute this Royal and Priceline teamed up to say its my fault theres nothing I can do to get my deposit and the $25 booking fee and $100 cancellation fee back. Totaling $1125 charged for services I didnt receive and didnt want to cancel. I just wanted to change the sailing. Priceline confirmation *********** Royal reservation #: ******
Business Response
Date: 10/05/2022
Subject: *****

Case: ********* - Bookings ******* &646372

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

Were sorry to learn that the guest is disappointed with our Non-Refundable Deposit policy. The ***** party is currently booked on the Odyssey of the Seas departing 2/5/2023 and the reservation is under the management of a travel agency. Please note that Royal Caribbean International enters into contractual agreements with the travel agency with which we do business. This contract states that we cannot release information or make changes (with a few very minor exceptions) to a reservation without the consent and knowledge of the agency. The travel partner acts as the liaison for the guests. As such, we must ask that ************** reach out to her travel agency at ************ for any concerns related to refunds or cancellations.

Additionally, ********************* the travel agency utilized for this guests booking is a separate entity. Therefore, we are not responsible for the services provided by the travel agent. Furthermore,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
Customer Answer
Date: 10/05/2022

Complaint: 18118475

I am rejecting this response because:
Although it was booked with a travel agent Priceline Cruises, all transactions on my credit card came directly from Royal Caribbean. I am not currently booked as this has already been canceled. They (unbeknownst to me) did all business through Royal Caribbean including charges on my card (all cruise fare was charged through Royal Caribbean directly although booked with Priceline) and they later informed me that any decisions made came from Royal Caribbean directly. I cannot get a refund from them because they said Royal Caribbean refuses to give me a refund or even a future cruise credit. They always told me to talk to Royal Caribbean about any issues and Royal Caribbean always refers me back to Priceline. I have gotten nowhere with this and I feel like this is unfair because I did not want to cancel in the first place. I just wanted to change my ship/sail date. Both parties gave me no option but to cancel and rebook. I have paid for 2 cruises and only received 1. If I had booked on Royal's website (I didn't obviously) I would have seen that they recently changed their refund policy. I always look at those policies. I don't think it's fair that I can't even get a future cruise credit as a loyal royal Caribbean cruiser. I will never cruise with this company again or refer anyone to this company after this. I have promoted this company in good taste until now. The cancellation policy is not listed on Pricelines website. If I book through them and their policy says something completely different (we can change your ship and sail date free of charge) and Royal's website says no refunds, why is it that their website policies don't apply and Royal Caribbean's website does? That doesn't make sense. I would understand the repercussions if I knew I would be dealing with Royal Caribbean directly, but I didn't. And if I am dealing with Royal Caribbean that should have been mentioned in their policies. It seems both companies are unfair, unjust, and not to be trusted. I would like a refund or future cruise credit. Losing $1,000 when I was forced to cancel and pay $100 to cancel when I literally said I do not want to cancel, just change my ship and sail date, told I can't do that without cancelling first which isn't true, and ultimately losing $1125 in total and getting nothing in return seems predatory to me. I later spoke to someone else at Priceline and they informed me that they don't know why I was told that and forced to cancel instead of just rebooking. I've lost all of this money because some people give misinformation and don't know how to do their jobs. I shouldn't have to pay for someone not knowing how to help customers correctly.

Sincerely,

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

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

Case: ********

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

We have reached out to the guest by phone to offer alternative option. Unfortunately,we have not been able to talk to her. We kindly ask that the guest call us at ************** 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: 10/12/2022

Complaint: 18118475

I am rejecting this response because:

I reached out to them yesterday right after receiving the call and voicemail. They said they would call me back after reaching out to Priceline. They called me back a few minutes later saying it was out of their hands because Priceline was escalating this and going to reach out to me. They havent.

Sincerely,

*************************
Customer Answer
Date: 10/12/2022
I reached out to them yesterday right after receiving the call and voicemail. They said they would call me back after reaching out to Priceline. They called me back a few minutes later saying it was out of their hands because Priceline was escalating this and going to reach out to me. They havent.
Business Response
Date: 10/19/2022
Subject: *************************

Case: 18118475

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
Customer Answer
Date: 10/21/2022

Complaint: 18118475

I am rejecting this response because:
I accepted the resolution. It sounded great. They said they would give me a $1,000 credit towards my current sailing on Wonder of the Seas after the reservation was cancelled on Royal Caribbeans end. I called Priceline to have them cancel on the Royal website since it looked like it was only canceled on Pricelines side. I called Royal back a few days later and they said they dont see any notes regarding a cruise credit and theres nothing they can do. I would need to call Priceline to ask for a credit. I believe theres just miscommunication and I hope they meant what they said about the $1,000 credit.

Sincerely,

*************************
Initial Complaint
Date:09/25/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have seven (7) cruises booked and I noticed and was told they are for less price now being sold by RCCL Cruise line. I called and the lady in the customer service department in *************** told me she could not match the LOWER price because I'm within the final payment window. My closest cruise in like 40 days away. She asked if I would like "onboard credit" and I said that was fine but then she said her boss said "NO". The cruises booked are " *******, ******, ******, *******, ******, 607336,606790"... RCCL has always matched their lowest price with us since we have cruised with RCCL for over 40 years. We are disabled VETERANS and so look forward to our adventures but we are on a fixed government income. Please help us solve this issue.
Business Response
Date: 10/04/2022
Subject: *******

Case: ******** Bookings *******, 637731,643000, *******, ******, ****** & 606790

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 Best Price Guarantee policy. The bookings would only be eligible for BPG if they meet the terms & conditions that apply. Unfortunately, the requests didnt qualify. While we realize that ****************** would like us to ***** an individual exception, out of fairness to all guests, we are unable to do so.
Additionally, the details on this policy are available on our consumer website. To view the information,please visit https://www.royalcaribbean.com/faq/questions/best-price-guarantee-policy.

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: 10/05/2022

Complaint: 18127271

I am rejecting this response because: I was told within 90 days of sailing they start to lower the prices to fill the ships but do not match prices for offering reduced sales to fill up the ship. if its 91 days or longer they will match on some cruises. I was told they can offer shipboard credit when its within 30 days or has passed the payoff date. I will just consider canceling my cruises and re-booking them at a lower amount.

Sincerely,

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

Case: ******** / BKs# *******,637731, ******, *******, ******, ****** & ******

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

Its unfortunate that this party is dissatisfied with our response. We work hard to ensure we are providing fair pricing, as well as desirable promotions as often as possible. Due to the nature of business there are times when pricing will fluctuate on available itineraries. You are able to update your reservation to prevailing promotional rate and offer up until your final payment date listed on your reservation. We assure you these reservations were made at the
lowest available cruise fare at the time of booking, not including amenities.

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: 18127271

I am rejecting this response because: RCCL is not going to match the rates that my friends just booked under. After these cruises are over we are switching to another company for all future cruises. Thanks for trying to help our retired military **********************************************************************************************
Initial Complaint
Date:09/25/2022
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.
On September 12, 2022, I called Royal Caribbean customer service regarding reservation number #******* and reported that I had started working with American Airlines and that I would have to possibly cancel my cruise. I had advise a customer service rep that I had purchased the insurance. She told me that I could not be refunded. I would have to go through the insurance for that. I advised her that I would check with my insurance and get back to them I was considering canceling the cruise however I made it very clear that I want to check with my insurance first. The situation has now changed for me and I will be willing to go on my cruise which is paid for. I called the customer service department today and was advised that there is no way that I can go on my cruise or even get a credit for a new cruise. I think that's truly unfair as I had no time did I say I wanted to cancel my cruise I said I was going to call the insurance first I don't wanna lose all my money so all I am looking for if there is no room, for my cruise is to just get a credit so that I may go on another cruise, I think that's fair . I am not asking for anything for free. I am just asking for what I paid for.
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.

It is unfortunate that this party still dissatisfied with the information provided regarding her cancelled cruise. Upon further investigation, our records showed that the guest called our *************************** on September 9, 2022 and requested to cancel her reservation for the Wonder of the Seas October 16, 2022. At the time of cancelation,the agent advised the guest to contact her travel insurance to file a claim for any further assistance with any credit or refunds base on her policy.

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:09/25/2022
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.
Booking numbers ******* & ******* Three of the four of our party had to cancel our cruise w Royal Caribbean due to being covid +. We called before sail date. Were told we would get a refund of $1517. Been over 60 days. Many hours on phone. Always get the run around. No one seems able to actually do anything. Every time I call get a different story. They couldve mailed me a paper check by now. Im furious. This is a basic refund already approved. Worst customer service I have EVER experienced not to mention the countless hours of my time trying to get my refund. Their own refund policy is 10 days. Im well over 60!!!!! I need an immediate resolution and refund. Im ticked now and am done playing nice.
Business Response
Date: 10/04/2022
Subject: *******

Case: ******** Bookings ******* &9776865

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 hasnt received their full refund for the cancellations. We extend our sincere apologies for the delay in reimbursement. According to our records, weve contacted the ********************* on this matter in order to have the remaining funds issued as soon as possible. Therefore, were currently working on expediting the credits to the original form of payment. As such, we appreciate the guests patience while we finalize the resolution.

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

Guest Experience Management
Initial Complaint
Date:09/24/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was on a cruise and land tour that left August 12, 2022 from *********, ****** and ended in *********, ****** on August 24, 2022. The issue is my luggage was damaged during the land portion of the tour. My luggage was placed on the bus in Anchorage and when my luggage arrived at the Denail Park Village, my luggage had damage. I alerted my land tour director, *******, promptly and sent her pictures of the damage. She advised me that I would need to contact Royal Caribbean at the end of the tour when I got back home. I did just that and this is where things went down hill. I tried calling several times and could not get through being on hold 2 1/2 hours plus multiple times. I went to RCCL's website where is states to use the link ********************************************** however, this link does not work. An error comes back stating "whoops, looks like that **** has sailed on". Since that link did not work, I contacted RCCL twice via email on August 26 and August 30, 2022 receiving acknowledgments they were received and I would be contacted by RCCL soon; however, still no one has contacted me. I then contacted my travel agent as AAA who tried to use her contact at RCCL, but still no contact from RCCL despite my travel agent being told someone would be contacting me. I have been waiting patiently for someone to contact me so this can be resolved, but it is now a month later and this should have been resolved by now. I would like my luggage damage resolved and contact from someone at RCCL to move this matter to its prompt resolution.
Business Response
Date: 10/03/2022
Subject: ********

Case: ******** Booking 3355528

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

Were sorry to hear that the guest encountered damaged luggage on this voyage. Its also unfortunate that he didnt receive a response regarding his concern. According to our records, this matter was addressed with the travel agency as of 9/9/2022.
Additionally, to proceed with a claim, we require written verification of the incident being reported. The incident is taken on a Personal Property Report. Keep in mind that the report not only confirms property damages while in our possession but also instructs the guest on the steps needing to be taken with the bag. If a Personal Property Report was not filled out, we're unable to process the reimbursement.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 10/04/2022

Complaint: 18123599

**** response is appalling. I simply asked for someone to contact me directly to move this forward, but again **** hides instead of contacting a customer to discuss this matter. It is clear they haven't read my correspondence and prior emails. There was nothing resolved with my travel agent as the "Customer Team" stated as again they are clearly not in tune in what is going on. My travel agent received a response advising someone would contact me, but that never occurred. Why can't **** contact their customer directly? I would expect a company like **** to take this more seriously and understand actually what has went on. I outlined everything in my initial complaint I have done from trying to report the claim as the **** site advises ;to emailing and receiving acknowledgements that someone would call me; to calling ; to having my travel agent trying to assist without any success. I am again requesting someone contact me directly by phone and would like it at a manager level or higher as this has went on long enough.
Sincerely,

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

Case: ********

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

We are disappointed to learn of the unfortunate incident Mr.******************************* described. We contacted Mr. ************** regarding this concern, and we hope to 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: 10/13/2022

Complaint: 18123599

I am rejecting this response because the matter is not resolved. I was contacted via email, not by phone as requested, by, ****************************************** (Royal Guest Experience Management) and appreciate her response in trying to resolve the matter. She advised if it was under $50 to get it repaired and send in the receipt to be reimbursed or send in a written estimate if over $50. My suitcase is a large suitcase that is approx 30" high/20" wide/12" deep, extended handle, wheels, multiple compartments, expandable and made by Nautica. To be honest, the repair would cost more than replacing it as I did some research on line and would be willing to resolve the matter for $50. It will cost more than that to be replace, but less than a repair and feel this would be a fair resolution. If that is acceptable, I would consider this matter resolved. If not, I will forward the additional information including the repair and replacement costs for reimbursement and ask for a specific address to send the information to or I could upload all information here which appears much easier for communication purposes.

Sincerely,

*******************************
Initial Complaint
Date:09/22/2022
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.
7 Night ****** ***** Glacier Cruise Reservation #******* Sail date 9/16-9/23 Port: *******, ********** To Whom it may concern,As you can see, I booked this family trip Almost a year ago next month. I SOLEY booked this trip on the amazing glacier picture as advertised in the title and display picture. My issue is AFTER we were on board we were told we would not be Visiting any Glaciers due to the time. This is a giant issue seeing I bought a glacier cruise as seen in the title and we didnt even get proper notice we would not be seeing it. My entire family was more than upset about this and I for one dont see it right and I dont see it as goods rendered for what I purchased. The help desk on this cruise is a joke they are scripted and dont listen. Something needs to be done regarding my issue stated above.*********************************** ************
Business Response
Date: 10/03/2022
Subject: ***********************************

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

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

We realize that itinerary changes can be disappointing for our guests, and we do not take these decisions lightly.There will be moments where changes are unavoidable. Due to the decreased daylight, the visit to ******** Arm & ***** Glacier, as planned was changed. Daylight is essential in navigating through ******** Arm to ***** Glacier, and our guests safety is always our top priority. We tried considering alternatives like shifting the times or shortening them, but this would not provide a good experience and would also impact the time in ******.As a result, the ship arrived in ****** at 9:00 AM, which gave our guests extra time to explore the beautiful destination.
Unfortunately, we will have to respectfully decline to provide any compensation. As per our policy included in the Cruise Ticket Contract, it states that the itinerary can be changed if needed. As such, we must respectfully decline the requested resolution in order 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: 10/03/2022

Complaint: 18060479

I am rejecting this response because: I did not receive what I paid for. No glacier was seen on a cruise named 7 night ****** ***** Glacier Cruise

Sincerely,

***********************************
Business Response
Date: 10/06/2022
Subject: ***********

Case: ******** Booking 6144518

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

While we can appreciate **************************** candid feedback, the fact remains that services were rendered. Additionally, 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: 10/06/2022

Complaint: 18060479

I am rejecting this response because I dont agree with your response. Again, we booked a cruise called ****** ***** Glacier cruise and was deviated not because of weather but because Royal Caribbean decided guest would be happier with more time in ******.

Sincerely,

***********************************
Initial Complaint
Date:09/19/2022
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.
See attached letter with detailed problem.
Business Response
Date: 09/28/2022
Subject: ******

Case: ******** Bookings *******, *******, ****** &385275

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

Were sorry to hear that the guest encountered some issues with their reservations. We understand how much effort our guests place into planning their trip with us. According to our records, due to a technical issue, they were canceled. Unfortunately, we were not able to keep the original reservations because of this issue. In turn, we rebooked all the guests however, we were unable to supply the original staterooms as they were no longer available. Additionally, the completion of the changes being made took a bit of time to be finalized. That being said, we did our due diligence to rectify the issue in the best way possible. As such, an amicable resolution was provided.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 10/04/2022

Complaint: 18048886

I am rejecting this response because: Again, Royal Caribbean makes it seem like it was just a minor issue, and it was resolved smoothly. I spent two weeks before my cruise sick of worry that no one would call me back to confirm this issue was taken care of. Royal Caribbean never contact me to resolve this issue. At two days before my cruise, I had to call them once again as I had not received boarding confirmation. Once again, they kept me on the phone for almost two hours, trying to repair the reservation. There was no amicable agreement, I had no choice to take what they game me. For cancelling my reservation 3 times for no reason, and putting me thought sleepless nights, I feel I should have received full refund. No passenger should have to be put through this nightmare.

Sincerely,

*************************
Business Response
Date: 10/07/2022
Subject: ******

Case: ******** Bookings *******, *******, ****** & 385275

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

While we can appreciate Ms. ******* candid feedback on the matter, we did rectify the issue by rebooking this party. Therefore, were unable to honor the requested resolution. Additionally, we can assure you that the comments shared by the guest are valuable and essential to our ongoing improvement efforts. As a valued guest, her perspective is extremely important and helps greatly as a method of measuring our performance. As such, her thoughts regarding how this concern was managed have been forwarded to the appropriate 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
Customer Answer
Date: 10/11/2022

Complaint: 18048886

I am rejecting this response because: I have not received an apology from anyone at Royal Caribbean for the two weeks before my cruise I spent dealing with the multiple cancellations. From there response its clear I will not get it and they will not pursue this further. I am not satisfied with their response, but I see nothing else will be done. You may close the complaint as unresolved. Thank you for your assistance.

Sincerely,

*************************
Initial Complaint
Date:09/17/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a ticket #******* TO ******* to go with my family. Recently, Royal Caribean sent me this most unprofessional email saying the ship would NOT go to ******* anymore and instead i'd have to **** it up and stay "day cruising in the middle of the ocean".I called customer service and I was given pathetic solutions: change cruise leaving *** Liberty of the Seas a 200$ more for same schedule and day or cancell it and pay 100$ for cancellation fee (???). What a SCAM. This disputeful attitude from Royal Caribean blew my mind. Is it a change from "vacations company" to a scam scheme?
Business Response
Date: 09/26/2022
Subject: Braz

Case: ******** Booking 3159017

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 Freedom of the Seas sailing on February 10, 2023, we changed ******, ******* to a day at sea to maintain a safe and comfortable speed.No compensation is being offered due to this modification and should guests choose to cancel it would be under the normal cancellation penalty that they agreed to when making the reservation.

Additionally,we show that the reservation is under the management of a travel agency. Please note that Royal Caribbean International enters into contractual agreements with the travel agency with which we do business. This contract states that we cannot discuss or disclose financial details for the reservation without the consent and knowledge of the agency. The travel partner acts as the liaison for guests so we must ask that *********** reach out to his travel agency at ************ for further clarification.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 09/26/2022

Complaint: 18040995

I am rejecting this response because:
it's the most deceitful response a company can make:
- Yes you bought a cruise to ******* but the boat IS NOT GOING to ******* anymore and you'll have to accept this and pay a 120$ refund fee.
Also, forget about those tickets you bought to the attractions in *******! you'll loose them!
ITS A SCAM
A company that sells something and deliver a difrerent product and take money OUT of your pocket to refund, its a SCAM
Royal Caribbean is a SCAM
I'll seek for a lawyer because this is a SCAM that Royal Caribbean is doing; Promising a cruise to *********** and then CANCELLING IT and NOT REFUNDING my money IN FULL.

Sincerely,

***********************
Business Response
Date: 10/03/2022
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 a full refund was issued to the guests **************** card ending in ****. Please be advise 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 his concerns, especially in matters involving cancellations and any fees imposed by the agency. 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
Initial Complaint
Date:09/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased: ******************************: ******* Reservation ID: ******* Business Commitment: To provide the BEST available Ocean View Room (purchased in full April 24, 2022). 2 options: "We pick your room" ("We give you the best available stateroom in this category, based on availability, assigned prior to sailing.) VS. "You Pick Your Room" ("you choose your perfect room, including optional upgrades and flexible location". We selected We pick your room to help their logistics (since it was a near empty ship at the time), thought BEST meant just that, thought the room would be assigned in a timely manner, and saved ~$30 per person in so doing. Over 75% of rooms of our type were available in April (nearly all of the ***********************************). On 9-16-22 we received our room on the 2nd floor. The 2nd floor has "oceanview" rooms but they have 19inch instead of ~4 foot portholes and the 2nd floor had cost $100 to $200 USD per person less at time of our initial purchase. Now we are <30 days so receive no money back if we cancel (100% refund at 90+ days). Upon calling Royal Caribbean, I was told it was my own fault for the option I selected. Upon asking how I could have been better informed as a consumer, I was directed to search What is a guaranteed stateroom, how does it work on website - no document appeared nor was another way given. Worker stated they could have given assignment 2 days before sailing. I was offered a 30% discount for the Junior Suite (same discount everyone receives). When asked for a reduction in our payment or a comp I was told by the supervisor Why? You selected that option so it's your own fault for not being better informed. We would like to cancel but were assigned a room outside a refund. The BEST ocean view is not one with a 19inch porthole. The option was supposed to alleviate our anxiety by allowing us to place trust in Royal Caribbean but has instead negatively impacted our mental health and placed undo stress on us.
Business Response
Date: 09/23/2022
Subject: *****

Case: ******** Booking 2497131

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

Its unfortunate that this party is dissatisfied with our stateroom Guarantee policy.A guarantee entails that the guest forfeits selecting an actual stateroom for the possibility of an upgrade while maintaining the original price point for the category selected. There is no assurance made as to location or type, as the actual selection of the stateroom will be at our discretion. Should the guest have a specific need, we recommend that they reserve a stateroom best suited to their preference.

Additionally, we show that ************** contacted our corporate office about this matter on 9/17/2022 and was educated on this information. Furthermore,our records indicate that on 9/19/2022 a stateroom change was granted for the guest. As such, an amicable resolution has been provided.

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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