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.

close

Find a Location

Royal Caribbean Group has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  815 Channelside Dr Tampa, FL 33602-4200

• 

  Royal Caribbean International

  4729 S Palisade St Wichita, KS 67217-4925

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:09/12/2022

  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.

  Hello so Ive been going through a hardship and I paid s $500 deposit on my cruise I contacted them to get a ext the rep was telling me 4 days I told her that wouldnt help at all she them pretended not to here me and just hung up the call I called back to get help the customers service reps are so wuick to transfer you off without going over and beyond to here you at! Im extremely upset and didnt expect hardship to happen to mev

  Business Response

  Date: 09/21/2022

  Subject: *******
  
  Case: ******** Booking 5579393
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Were sorry to hear that this party encountered some difficulties when contacting us via telephone. According to our records, a 4-day extension to make the final payment was granted. Additionally, we show that the balance due was submitted on 9/12/2022. Therefore, a resolution was provided, and the booking is now paid in full.
  
  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: 09/21/2022

   
  Complaint: 18012115
  
  I am rejecting this response because:
  

  I never ask for a 4 day ext when I called I originally ask for more time. And instead if helpibg me further they automatically put 4 data it was just given I told that department I needed more time therefore I was able to gather the money for it but for Royal not to reach me are even care to speak to me is very unbelievable and unprofessional at least make your customers feel appreciated and show some type of sincerity 

  
  Sincerely,
  
  ********/kyneita *******

  Business Response

  Date: 09/27/2022

  Subject: *******
  
  Case: ******** Booking 5579393
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We show that our Resolutions Team did their best to assist the guest by granting a 4-day extension to make the final payment. Its truly unfortunate that this party was dissatisfied with the assistance provided. We appreciate this partys candid feedback regarding the 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:09/08/2022

  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.

  My name is ************* and I recently sailed with Royal Caribbean. The cruise was great, however my luggage was significantly damaged. I have attempted to contact Royal Caribbean about this problem on four different occasions by phone, and through email. Each time I have called, they've put me on hold where I had waited over an hour (one occasion almost to two hours) where I then have to eventually take care of other matters and forced to hang up. Additionally, they never responded to my email either. I do not know what else to do, I feel like I have been taken advantage of and I can not even get a hold of someone to resolve the issue.

  Business Response

  Date: 09/16/2022

  Subject: ********
  
  Case: ******** Bookings 5842264
  
  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 has damaged luggage,and that ******************** encountered an issue when calling our office. We show that an email was sent to the guest on 9/12/2022 in response to this matter. The guest has been instructed on what is required in order to move forward with a claim. As such, a response was given.
  
  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:09/08/2022

  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 group (#*******) for my family. ************************* was beyond helpful and a joy to work with. Whenever we had a question, she was quick to answer and help. On today I called to finish paying for everyone. I was initially looking to speak with ******, and was informed that the company let her go, well that was definitely a slap in the face. I spoke with ***** (f/b). She took the $200, and that was fine. My balance for all rooms is $2662.52 minus the $200, its $2462.62. My bank card declined since they thought it was fraud. That's fine I knew that. I was on hold for over 2 hours waiting. In one room, my family member and not attend they were made aware on yesterday that his mother-in-law has stage 4 cancer. I was not asking for a refund, I paid for everything with my card, and I was told that I could transfer the money that was paid on that room. ***** told me that I couldn't do that. I said OK an asked for a supervisor. *****'s response was she's not going to do it and tell you the same thing that I told you. The supervisor then gets on the phone, and she was the worst ever. Her attitude was beyond awful, and she talked to us as if we were trash. Her name is *****, she's a foreign lady. However, she starts to yell, and tell us that we are late paying and she's canceling all rooms. My response was no you are not, I'm paying you now, and ***** just took $200 dollars from me. ***** said Well you missed the deadline. If I missed the deadline to pay and your company fired *************************, then who was supposed to reach out me in her absence? No one was willing to help me, that's one reason I loved to speak with ******, she took her time and was willing to help and go above to service the customers. I never in life want to speak with ***** nor *****. I am requesting that someone call me back. I've had several family members reach out tell me due to ******'s customer service they want to book. I've asked them not too, since this is how customers are treated.

  Business Response

  Date: 09/19/2022

  Subject: ******
  
  Case: ******** Bookings ******* & 2987235
  
  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. **** provided the guest with an amicable resolution for 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:09/06/2022

  Type:Customer Service 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.

  Issue - I am a family of 6 on two linked reservations for an upcoming cruise on Nov 21, 2022. I have a future cruise credit of 318 USD pending on a certificate from one of my family members, that needs to be applied to the balance payment of 318 USD towards one of the reservations. Royal Caribbean for some reason is not applying this credit, even though they mentioned during booking that they would apply it. Instead, they keep on sending me balance due emails.In the past 2+ weeks, I have contacted Royal Caribbean customer service ************** more than 4 times over the phone and once over email.The first time that I called RC's customer service, I was assured that this would be applied, so I don't owe them anything. After waiting for a few days, I called them the second time time since the credit wasn't applied - I called to follow up, and was told the same thing that it would be applied within 24 to 48 hours.After waiting for a few days, I got a notification from RC that payment of 318 USD was still pending. I called them the third time, as during the last call they assured me the issue would be taken care of, however this time they told me some other department needs to take care of it. They transferred the call and I was kept on hold for a very long time and the call was finally hung up without anyone speaking to me.Today, I called up again the fourth time and was again transferred to this 'other department' and kept on hold for more than 90 minutes, with no one picking up. There isn't an alternative phone number they have provided me, even after I asked if they have a complaint department, and they don't respond to emails except automated messages. I've had only good experience with RC in the past. But in this case, I'm at a loss and quite frustrated, not sure what to do here, who to escalate, after really trying with them over 5 hours wasted in calls - I'm escalating this to be resolved. Thanks in advance...

  Business Response

  Date: 09/16/2022

  Subject: ******
  
  Case: ******** Bookings *******, *******, ******* &*******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  It's unfortunate that the guest encountered an issue with the application of his Future Cruise Credits. According to our records, all FCCs from bookings ******* & ******* have been applied to their upcoming voyage in November. Additionally, we show that **************** spoke to our corporate office on 9/10/2022 and was provided with this information. Therefore,an amicable resolution was given, and no further action is needed.
  
  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: 09/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While the credits have been applied, what RC has failed to acknowledge in their message is that they kept me under pressure as the deadline to pay was Sep 12, but they were not responding to this BB complaint. So I had no option but to call them again many times, to not lose my booking due to their inaction, and be on the phone from one department to another for 3 hours, before someone understood and did the needful. Overall, this took ~8 hrs worth of calls - does RC think this is a satisfactory resolution? Not sure if I will sail with them again!
  
  Sincerely,
  *************************

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went on a back to back cruise #******* and #*******. My wife is Disabled and we were in a Junior Suite with Handicapped. Freedom of the seas is not a ship that you should have for a person with any type of disability. We did not even have water coming from the faucet on many occasions but the shower was open so this caused water to be all over the floor. it was very difficult for anyone to walk after a shower. This cruise was into the 2nd week of no pre cruise covid testing. This cruise was a 4 day cruise and we stayed on for a 3 day additional cruise. CDC would not approve the cleaning practices for Covid. Not only was the common areas not SANITIZED from the previous passengers neither was the Windgammer Buffet chairs and tables SANITIZED. If need more information on this I can go into more detail with RCCL. I sure don't want to have to go back to testing again. We were going to go again on this ship in October of ************************************************************************************** August 2022 we said no because the room is not safe from falling and no running water at all times. The sink didn't even have hot water at all times. My October 2022 #******* and #******* reservations deposit were lost to us. Somebody disabled needs to stay in this suite #**** to see how on safe this is. RCCL refused to let me move to a different ship and we have a high status of being Diamond Plus.

  Business Response

  Date: 09/16/2022

  Subject: *********
  
  Case: ******** Bookings *******, *******, ******* &1987844
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  It's unfortunate that this party was dissatisfied with their suite accommodations and the cleaning standards aboard the ship. In compliance with strict standards set by U.S. ************* Services and the Vessel Sanitation Program, our ships have always been maintained using the most rigorous cleaning regimens. All ships are thoroughly cleaned and sanitized prior to every voyage, and consistently and frequently throughout the sailing, with disinfecting cleaning agents and techniques that have been certified by health authorities as effective against COVID. Additionally, according to our records, this party did not raise these concerns to the onboard staff in order to have them reviewed and rectified if needed. We always encourage and recommend that our guests contact our staff at the ***** Services Desk for assistance if they have any issues. Nevertheless, were sorry that this party was disappointed with their experience.
  
  Furthermore,this party reserved their October reservations with our Non-Refundable Deposit program. Per our policy, if any changes are made, reimbursement is not provided. These reservations are under the management of a travel agency. As such, should they need clarification on the terms and conditions of their reservations, we must ask that they contact their travel agency at ************. Considering these facts, were unable to ***** the requested resolution.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  ***** Experience Management

  Customer Answer

  Date: 09/17/2022

   
  Complaint: 17922648
  
  I am rejecting this response because: RCCL did not address the DISABILITY room conditions at all.   Please reach out to our cabin ******* and maintenance for our complaints on the running water and no shower closure causing Extreme water everywhere in this outdated DISABILITY bathroom.  We did stay in the room in August.   I just wish my husband and I could go back on with somebody undercover from the *** no way was that ship Covid standards for the next 3 day cruise guests.   THIS IS SO WRONG!!!!!!!!!!!!!  The whole week that ship was not Covid standards.  We will see what happens in January with cruising ithat is all I can say at this time about this.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/22/2022

  Subject: *********
  
  Case: ******** Bookings *******, *******, ******* & 1987844
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Upon further investigation on both August voyages, our records do not indicate that these concerns were brought forth by this party. We always encourage our guests to raise any issues they may encounter with our ***** Services Desk. This provides our staff the opportunity to try and rectify the issue during the sailing.

  Additionally, in compliance with strict standards set by U.S. ************* Services and the Vessel Sanitation Program, our ships consistently maintain the most meticulous cleaning processes. As such, while we empathize with this partys dissatisfaction with the completed cruises, were unable to override our Non-Refundable Deposit program policy for this matter. Therefore, we must respectfully decline the requested resolution.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  ***** Experience Management
  

• Initial Complaint

  Date:09/02/2022

  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.

  My son tested positive for covid he day before boarding. Their policy state: 100% cruise fare refund for you, and your Travelling Party, if any of you tests positive for COVID-19 within 10 days prior to the cruise or at the boarding terminal, for cruises departing on or before April 30, 2023. I called Royal Caribean and explained the situation to them, they claimed they would refund me the money, but I haven't received anything till this day. The cruise date was 5/27/2022 our reservation numbers was: ******* Ship: Independence of the seas My son's name is ***********************

  Business Response

  Date: 09/15/2022

  Subject: ***********************************  
  
  Case: ******** / BK# ******* and *******  
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Our records show that the refund was disbursed to the original form of payment, a **** ending in **** on June 28, 2022. If ********************** is unable to locate these refunds on her statement, we would recommend contacting her financial institution to inquire about the status of the refund being available in her account.
  
  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: 09/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/02/2022

  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.

  The worst experience with Royal Caribbean!! They messed up our entire ****** cruise sailing on Sep 5th, which we planned in last December and now do not refund us our money we paid them for the flights booked through their Air2Sea program, even after one month!!! They did refund us money of cruise booking and excursions, but not for the flights. We are party of 10 people and booked our flight through their Air2Sea with a view to be worry free about our arrivals and departures at the port from our home town. That was our biggest mistake. The cruise was cancelled because Royal Caribbean informed us on August 3rd about change in our itinerary due to failure of one of their four engines of their ship Quantum of the Sea. Because of the port change in the path and change in timing to reach at every port, we had to cancel all our booked excursions. We tried to book new excursions for couple of days, but everything was sold out. So we were left with no choice but cancel the entire trip. After cancelling everything, we received refund of cruise and excursions in two weeks. But when we checked with Air2Sea after two weeks, they told us that "they forgot"! Last Friday on Aug 26th, when I talked with Mr. ****** of Air2Sea, he said that there was some error in the refund transaction, so he has escalated the matter by sending an email internally and asked me to wait for a week. I waited for one week but still there is no result!! As you know, it is very hard to get their customer reps on phone and now calling every week to hear some excuse but not receive our money back is such a pain!!I advise all cruise lovers to stay away from Royal Caribbean, at least from their Air2Sea program, if you want to live peacefully!!

  Business Response

  Date: 09/14/2022

  Subject: ********
  
  Case: ******** Booking 5003583
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  It's unfortunate that the guests experienced a delay with reimbursement. According to our records, the total amount paid including air has been fully reimbursed to the original form of payment. Additionally, we also show that ******************** recently spoke to our corporate office and was provided with this information. Therefore, refunds were completed and satisfied by us as promised. We appreciate the guests patience regarding 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: 09/15/2022

   
  Complaint: 17898050
  
  I am rejecting this response because: 

  I want to know why it was "unfortunate" like they say, despite calling them so many times, holding the phone 10 mins to more than an hour and speaking to their number of representatives *************, ****** etc and getting promises to get refund in a week. I do not mention here about messing up our (and 4 more couples) entire vacation which we planned in last December.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/20/2022

  Subject: ********
  
  Case: ******** Booking 5003583
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Were sorry the guest encountered long wait times when calling our office. Its also disheartening that our representatives may have not properly assisted ******************* when he called. While it may have taken some time to complete,reimbursement was satisfied by us. Additionally, 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,and our Cruise Ticket Contract does reflect that we may have to modify the ships itinerary for several reasons and at any time.
  
  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: 09/21/2022

   
  Complaint: 17898050
  
  Well, I selected the response as "rejected" because they indirectly point to the rules mentioned on their contract!!! It is very well understood and no questions would have been asked about the change in the itinerary due to the failure of one of the engines. But it is not understood and they did not say a word about is, why air2sea took more than a month, so many phone calls, so many promises from their customer representatives whereas refunds of excursions were paid in two days and cruise charges in two weeks by them, without any reminders? What went wrong with air2sea? Why their all customer reps except ****** made false promises? I would request to close the case once I get the answers to these questions. I do not like to drag this discussion any more and will accept the resolution, unless they want to point the reason and their fault to something else.

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

• Initial Complaint

  Date:09/01/2022

  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 was on a Royal Caribbean Odyssey of the Seas cruise to the Greek Isles from 7/23-7/31/22. I was diagnosed with COVID on 7/27 and per their policy I emailed a request for refunding the airfare rebooking fee and the additional hotel cost in **** while I was in quarantine. The request was submitted 8/17/2022 and there has been no response or acknowledgement from Royal Caribbean. Attempts to call for updates have resulted in 2+ hours on hold and never getting anyone to speak with.

  Business Response

  Date: 09/15/2022

  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:09/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 25th, 2022 I cancelled a cruise due to covid and their policy was to refund or issue credit for the full amount of the cruise. I have been told my refund was issued in June, but i have not received credit on the card it was refunded. I have had a three way call with a Royal Caribbean representative and my credit card company, where it was validated that no credit was received on my account. I have been told repeatedly it would be resolved but it has not yet, over 100 days after i cancelled the cruise. Las contact was with : ********************************* Group Resolutions Specialist Royal Caribbean International **** Royal Caribbean Way, ************************************* phone ************** 6:00 AM to 3:00 PM, Pacific, Friday-Tuesday Supervisor ***************************

  Business Response

  Date: 09/14/2022

  Subject: ******
  
  Case: ******** Booking 2563500
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  It's unfortunate that the guest has a discrepancy with his reimbursement. According to our records,this party canceled the cruise with our Cruise with Confidence program. CWC entitles the guest to 100% Future Cruise Certificates for the cruise fare paid and all additional fees are reimbursed. FCCs were issued as promised and we also show that all payments due to the guest have been completed and satisfied by us.**************** recently communicated with our corporate office regarding this matter and was made aware of this information.
  
  Additionally, the reservation is under the management of a travel agency. Please note that Royal Caribbean International enters into contractual agreements with the travel agency with which we do business. This contract states that we cannot release specifics of financial details on a reservation excluding pre-purchased enhancements 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 any concerns pertaining to refunds for the booking.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17813118
  
  I am rejecting this response because:

  RCL's response to you is the same to me, and the reason I am filing the complaint.  They say they have issued a credit to my **************** card, but no credit was ever received. I had one of their representatives on the phone on a three way call with ****, who verified i had never received the credit and provided a merchant number for them to track where the credit went, but it was certainly not to my account. I have sent statements from my amex account, showing no credit was ever applied.  Yet, even with this documentation, they consider my claim resolved.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/20/2022

  Subject: ******
  
  Case: ******** Booking 2563500
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We show that our Resolutions Team has submitted a new request for reimbursement of the amount in question. The submission was done on 9/17/2022. Currently, were working diligently to finalize payment to ****************** **************** card ending in ****. We appreciate the guests continuous patience while we complete 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

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17813118
  
  I am rejecting this response because:  I still have not received a refund, and certainly do not consider this case closed until I do. I find it interesting that after their first response to BBB that I had been reimbursed, they now are stating they are trying to make the refund and would like the case closed. I was told they were processing the refund months ago, and i still have not received. 
  
  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.
  
  It's unfortunate that the guest has a discrepancy with his reimbursement. According to our records, this party canceled the cruise with our Cruise with Confidence program. CWC entitles the guest to 100% Future Cruise Certificates for the cruise fare paid and all additional fees were reimbursed to ****************** **************** card ending in ****, and thee Future Cruise Certificates were issued as promised.

  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. We sincerely appreciate his understanding and regret any inconvenience he 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: 10/09/2022

   
  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. Thank you for your help. RCI has finally issued the credit I was due.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/01/2022

  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 was hoping the BBB could assist me in obtaining a resolution with Royal Caribbean Cruise Line. We sailed on their ship the Oasis of the Seas leaving ************ in ******* ** for 7 nights on 29Jul2022. We experienced a number of issues that no one should be subjected to especially considering the cost of the cruise and advertised level of service. I logged a complaint with them which was responded with an offer of a small amount of OBC for a future cruise (we have no interest in sailing with them again). I don't believe that is remotely adequate and responded with more details, but never received a response. I think a fair compromise is a 50% refund of the cruise fare (not including what we spent onboard). I've attached photos of our room and a list of the issues experienced. See below for the cruise details:Cruise Line: Royal Caribbean Ship: Oasis of the Seas Sail Date: 29Jul2022 (7 nights)Sail Port: ************, ******* ** Confirmation Number: ******* Sailing Party: *************************, *************************, ****************************************

  Business Response

  Date: 09/13/2022

  Subject: ****************************: ******** Booking 8913169
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  It is unfortunate that this party was dissatisfied with many aspects of the cruise vacation.According to our records, the concerns that were brought forth by the guest onboard were fully addressed. Additionally, the guest spoke to our corporate office,and we thoroughly investigated his issues as well. In light of this partys dissatisfaction with the overall experience, we provided Future Cruise Certificates which are valid for up to a year. As such, we stand behind the resolution provided as we feel its fair and just.
  
  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: 09/13/2022

  
  Complaint: 17812645
  
  I am rejecting this response because:
  

  According to our records, the concerns that were brought forth by the guest onboard were fully addressed.

  This is a lie. The only issue we brought up onboard was the lack of cold water which we we mentioned to our stateroom attendant everyday. It was never resolved. 

  Additionally, the guest spoke to our corporate office, and we thoroughly investigated his issues as well.
  

  Clearly they did not. I provided a large list of issues and was provided no explanation of said investigation. We were quickly offered a small amount of future OBC which we have no interest in as we would never sail on a RCCL ship again. 

  At a minimum, please provide explanation/justifications of the issues below and why you believe that is normal/expected on a RCCL ship? If RCCL admits that they operate ships in this condition and like this, then I will accept that as normal. If RCCL believes this is not what services/ship conditions should be experienced, then they must surely agree we did not get what we paid for and deserve a refund. 
  

  1. The room:
  -We had NO cold water for the entire 7 days. The water went from very hot to burning hot in both the sink and the shower. We told our room attendant ***** who told us maintenance took care of it only for us to confirm everyday that it did not. 
  It was so hot, our son wouldnt shower and didnt shower for SEVEN days!! It was too hot for me as well so I had to take my showers in the locker room of the spa. 
  -The condition: The room was falling apart, not maintained, and dirty. Rust everywhere from the bathroom to the verandah. The verandah handle was almost completely rusted. The curtains were FILTY and have tonssss of holes in them so the light would come in an wake us up. There was no fitted sheet on the beds and the mattress pads were stained and dirty which wed end up on dying the night due to the non-fitted sheet that was used in place of a fitted sheet. Tons of black MOLD in the shower and bathroom. The sink faucet was cracked in half. The plastic shower doors had tons of cracks in them. The room walls were filty and scuffed. Im sure there are things Im not even thinking of. These were night one off things that happened overnight. This is from years of neglect and why we didnt just ask for a new room. We assumed based on the state of the room that the others would be the same. It was inexcusable for a cruise line that sells itself as higher end. This is all without even complaining about things like the lack of basic toiletries except for generic body wash/shampoo combo which we are fairly sure was Dial. No conditioner or lotion. Motel 6s offer better toiletries. Really disappointing as a hole. It made us never want to be in the room which would have been really helpful to get away from the insane amount of people on the ship. It was impossible to find anywhere quiet. See the attached photos for evidence. 
  Also, the ** didnt work half the time. I had to keep unplugging it so it could reboot. 
  2. Main dining. Prior to the cruise we were assigned early dining. It was on our pass until right when we boarded the ship and I noticed it was changed to My Time Dining. We have a 5 yr old who needs to eat early so obviously that wouldnt work (his bedtime is 9 pm) I took the time to go to the dining team (shouldnt have had to) to attempt to have it changed and was met by someone at the podium who was super nasty about it. He said and I quote, I filled up early dining in the order people booked. We ran out, so I changed yours to My Time. After some back and forth about it being totally full, he told us to come at 5:30 to get a temporary table and then hed assign a permanent table. 
  We came back and waited online again for 20 minutes. Once we got to the same head waiter (I think), he quickly told some server to seat us somewhere. The server seemed very confused and finally just pointed at a table and said to sit here. The server for the table came up and also looked a bit confused, but took our orders. 
  About 10 minutes after we sat, the family that was actually assigned that table # showed up and said we were at their table. The waiter then noticed and they stood hovering above us for about 5 minutes while the waiter and then the head waiter (that I originally spoke to) seemed to be confused and scrambling to find them somewhere to sit. 
  It was a very uncomfortable situation that we should never have had to be in. You know how many guests can be seated. Again, weve sailed on another cruise line and have NEVER heard of the onboard team changing their dining time without asking. Againtotally mismanaged. 
  It was so uncomfortable, it gave my husband a Panic Attack (he has social anxiety) and we quickly left without finishing the meal. After that, he refused to go back to the main dining room in fear of similar situations. We ended up at the buffet or whatever just to eat something. This was not the experience or quality we paid for and believe this also deserves significant compensation. 
  3. Overbooked ship. This I guess is more of a general complaint that could apply to anyone, but againfor the 4K we paid, this should not be the case. Everything was so crowded. The windjammer frequency had 20 minute waits to get in and then there would be zero tables available.
  Elevators would be always full. It would take 10 to 20 minutes to get in one and at that, they would be completely full in the middle of a pandemic meanwhile there are signs all over the ship about guest safety which RCCL clearly does not care about. 
  No seats anywhere on deck during the day. The kids splash area is in a tight spot. No where to even stand to watch our son play and not constantly be in the way a people trying to pass by. Dispite the rule to not reserve chairs, this was constantly broken and the crew didnt do anything to stop it. You even sell Reserved towel clips in the gift shop!!
  On the last day, we never had breakfast as there was not a single seat and huge lines at all open dining locations. We had to stop on the way home. We should be compensated for this as well. 
  4. Laser Tag: We signed up for lazer tag which said over 5 and > 40. Our son is 5 and 44. When we got there it was totally mismanaged (running theme) with no signs. We waiting again for about 30 minutes on what we found out was the standby line align with a bunch of other people with reservations. No signs or crew members providing guidance. When we finally got to the right line, the crew member quickly said my son was too little for the vests and that we should leave. He was very very upset and ruined the rest of our day. 
  5. Spa: We booked a week couple package in the Thermal Suites. They we constantly so full you couldnt use them. (Oversold again!) On the last day, the app said the spa was open to 10 pm. I decided to try to get some use of the pass and go at 8 pm. When I got there, it looked open, but someone grabbed me and told me the spa was closed for the rest of the night for cleaning. Not sure if the spa or app was wrong, but either way, we deserve at least most of our $ back for this experience considering we got to use it once, 
  6. ZERO vegan/vegetarian proteins onboard that werent an upcharge. No veggie burgers, tofu, etc. just basically salad, bread, pasta, and rice for 7 days. 
  7. Charged $1.99 a day for chat. This is crazy considering we have a kid and were dropping him off. Then to add to it, half the time the messages wouldnt go through and we never received notifications so wed have to leave our screens and apps open to see it.
  8. Arcade gamesabout half the games would scan, charge the room, and then nothing would happen. Then when I wean to redeem the tickets, they werent on my card. All of this should be refunded.
  9. Activities - little to no family activities. When there were activities like Trivia or something, the venues would be completely packed 30 minutes before everytime. This goes back to the overbooking. 
  10. Drink package discrimination: I cant drink due to medication, but drink package insists both must by it. We brought this up to a crew member who nicely called and go permission to sell it to just ******. However, we paid ~$100 a day when a couple with another person that is able to drink would be paying $150 for 2 due to the buy 1 get 1 50% off deal.  Plus he spend $ on a few drinks which wasnt reimbursed. If we knew we could get an exception in advance with a medical note, we would have and all of his Drinks would have been paid for. Not a huge amount, but I think this should be refunded. This policy is also very unfair to families with recovering alcoholics or medical conditions like mine. 
  11. Soda Drink Package: I got the soda drink package. Once againhuge lines at the Coke freestyle machines. When you could get to one, they were almost always out of ice or/or broken. I barely go to use it as a result. 
  12. Venues closed randomly and opened late. We tried using the app to make plans for the day and things would not be open as the app said. Examples are bars opening late or the kids splash area randomly being closed here and there in the middle of the day for no reason. 

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

  Business Response

  Date: 09/20/2022

  Subject: ****************************: ******** Booking 8918623
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We encourage our guests to address all their concerns with the ***** Services Desk onboard. This provides our staff an opportunity to try and rectify the issues raised while the guest is on the ship. As such, the issues that were brought forth have been addressed. Additionally, when the guest spoke to our corporate office,we again researched his concerns. In light of the inconveniences that this party state occurred, we granted Future Cruise Certificates as the resolution.
  
  Furthermore,while we appreciate that ******************** would like to stay abreast of the actions taken, this is handled internally and cant be shared with the guest. Therefore,were unable to honor a request for monetary reimbursement.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  ***** Experience Management

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17812645
  
  I am rejecting this response because:

  without repeating the issues, we did not receive the services as described and therefore should not have to pay for them. 

  We would suggest anyone thinking about sailing on Royal Caribbean Cruise Line to think twice about it. If this is the end of Royals attempt to resolve this issue, we will be forced to take legal action against them. Maybe thats the only way to prevent this from happening to others in the future. 
  
  Sincerely,
  
  *************************