Business Profile

Cruises

Royal Caribbean Group

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date: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.
Booked an ****** cruise with Royal Caribbean to sail end of May 2020. Cancelled due to Covid. Was offered full refund or 125% Future cruise Credit. Chose Future Cruise Credit believing the extra 25% could be used for excursions or on-board purchases. Rebooked Sept 2021 to sail Sept 2022. Used Future Cruise Credit. Found out it can only be used for the cruise. Not on-board or excursions. Upgraded our room to use up credit leaving $596 that must be used by the end of 2022. Ok. ****** learned we lose. Royal Caribbean has now cancelled the 3 day land portion of our cruise. Offered a full refund for that part, but since we booked with FCC, we will be getting a FCC refund even though we originally paid in full cash. Also, since land part cancelled, we have to find our own way from ****** to Anchorage. $165 per person. Our hotel reservation in Anchorage also cancelled so we have to find our own hotel room. Since cruise is ending 2 days early, over $600 to change our flight home. So basically Royal is leaving over *********************** ****** ****** to find their own way home.. This does not seem right! It is costing my husband and I over $**** more in cash for a shorter trip and only getting another FCC, I would like a cash refund since non of this right from 2020 was our fault and I feel Royal got their money from me originally and now won't give it back. If they think I will use their FCC and sail with them again??? they are mistaken!!
Customer Answer
Date: 09/01/2022
Reservation #******* Radiance of the Seas
Business Response
Date: 09/12/2022
Subject: ***************************

Case: ******** / *******

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

Our records indicated that ********************************** Travel Agent have been in contact with us 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:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a vacation with Royal Caribbean on 07/28/22, put a deposit of $200 and used my future cruise credit of $200. Reservation #*******, for a cruise on 03/24/2023. Yesterday 08/31, I called to cancel that trip because my boyfriend and I are no longer together and was told by ***** that there is a non refundable $200 fee for cancelled cruises. I stated that I didn't know about that and never saw that anywhere, ***** stated that it was sent to me via email. I complained and he stated that he was going to place me on hold while he spoke with management. He placed me on hold for 15 minutes, then stated that there wasn't anything that could be done and I would be charged. I cancelled anyway. I spent all night reading all my emails and NOT ONE OF THE EMAILS states that the deposit is non refundable. NOT ONE OF THE EMAILS states that if I cancel my cruise I will not get my money back. I have cancelled WAY IN ADVANCE of the sail date. I want all of my money that I put towards the trip, even the future cruise credit because that was from a previous sailing that was cancelled due to covid. I know that Royal Caribbean doesn't care if they lose another customer, but I do not think that I will sail anymore with them. This is a crooked policy and it didn't state it anywhere and I did not receive it via email. I would like a refund of the whole amount that I paid towards the trip.
Business Response
Date: 09/13/2022
Subject: *****************************

Case: ******** / 3637789

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

We have been in contact with Ms.***************************** regarding this concern. We believe we have found an amicable resolution.

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

Sincerely,

Guest Experience Management
Customer Answer
Date: 09/14/2022

Better Business Bureau:

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

it really isnt satisfactory because I do not want to travel with Royal Caribbean any longer. And the future cruise credit is only good until 09/2023.

Sincerely,

*****************************
Initial Complaint
Date:08/31/2022
Type:Sales and Advertising 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 8/4/22 my family and I boarded the Mariner of the Seas. We booked a balcony cabin and paid extra for a cabin with sleeping g for 4, specifically with a pull out queen size sofa since my son cannot climb ladders. The cabin was clearly labeled on the Royal website and many other sites as a balcony cabin with pull out sofa and king size bed. Sadly, the day before the cruise my son sprained his ankle. With a medical request in hand I requested an accesible cabin to no avail. I understood this since the ship was at capacity. Since I booked a cabin with a pull out I thought the situation would be fine. To my surprise the cabin only had a bunk with a ladder and a very small sofa that did not turn into a bed. Needless to say it was a painful, horrible vacation and my complaints were rudely dismissed by the guest services clerks. Post cruise I contacted my booking agent who took a week to investigate further. The agent discovered Royal had been advertising the cabin and many others as having a queen size pull out and sleeping for four people, to date. I can only imagine how many unsuspecting passengers they have defrauded. Royal refuses to compensate for any pain and false advertising. Its incredible they can falsely claim sleeping areas and bait and switch on the ship. Due to sleeping on the small sofa my wife has developed a pulled rotor cuff. Do not cruise with Royal, they will never be held accountable.
Business Response
Date: 09/13/2022
Subject: ******

Case: ******** Booking 843169

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 their stateroom accommodations. We show that the guest reserved this voyage with a travel agency. The travel agency is an independent entity chosen by the guest to manage the reservation. The travel partner acts as the liaison for the guests and their sailing needs. We are not responsible for the services provided by the travel agent. Additionally, this information is stated in the Cruise Ticket Contract. Therefore, were unable to ***** any compensation 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
Customer Answer
Date: 09/13/2022

Complaint: 17809191

I am rejecting this response because:
The agency UnITed Cruises has escalated this issue with Royal Caribbean imploring Royal Caribbean mislabeled the cabin tule and continues to mislabel the cabin in future sailings. Royal is mislabeling and using false advertising to sell the cabin on their website and any other agency website. The categorizing and promise of occupancy is determined and advertised by Royal Caribbean.

Sincerely,

*************************
Business Response
Date: 09/19/2022
Subject: ******

Case: ******** Booking 843169

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

According to our records, the guest brought this matter forth to our ***** Services Desk onboard. Our staff clarified with **************** that the stateroom was in fact as reserved on the reservation.

Furthermore, the travel agent acts as the liaison for all the guests needs. We are not responsible for the services provided by the travel agent. Additionally, this information is stated in the Cruise Ticket Contract. As such, were unable to honor 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: 09/19/2022

Complaint: 17809191

I am rejecting this response because:Royal Caribbean mislabeled the cabin and continues to mislabel the cabin, to date! This is unethical and regardless of what entity is selling the cabin, Royal Caribbean needs to stand by what they advertise exists in a cabin. The agency was notified and they cannot help me since theyre being defrauded as well.

Sincerely,

*************************
Initial Complaint
Date:08/31/2022
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.
We payed for a meal plan But we were charged for every meal and we cannot reach anybody at Royal Caribbean to dispute the charges.
Business Response
Date: 09/09/2022
Subject: Carlisle

Case: ******** Booking 6275492

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 encountered an issue when contacting us via telephone. Due to this party's unique circumstances, we have made a one-time exception to ***** a refund for the charges. Finalizing payment to the respective credit card on file *** take up to 2 weeks. We appreciate Ms. ********* patience with 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: 09/12/2022

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:08/31/2022
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.
This is regards to our reservation for Quantun of Seas sailing on June 27, 2022 from ******. The orginal reservation was for 3 passengers. We had to cancel our cruise because an immediate family member fell sick and my husband had to travel out of the country. I first canceled his reservation and after a week of canceling his, we decided to not go by ourselves and canceled the other 2 . So total of 3 passengers canceled. Since then I have been calling Royal Caribbean for a refund and cruise credit and they just don't seem to get their act together. I received a partial refund of $661 and $250 for gratuity and tax. This is for 2 people. They can't seem to trace in their system that the original reservation was for 3 people and they need to process the refund for 3.They owe me refund for 1 person's gratuity and tax. And the cruise credit for all 3 of us.I have called 10 times, explained this situation and they make a promise it will be resolved in 2,3,4, weeks. It's been 2.5 months now. It's high time they return the money and credit owed. Please help
Business Response
Date: 09/27/2022
Subject: ***************************

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

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

Were sorry to hear about the concerns about these refunds. Our records show that a refund of $250.00 USD was disbursed to the **** ending in ****; $661.37USD and ******USD to an **************** ending in **** on July 6, 2022. If the guest 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. We appreciate the guests patience regarding this matter. Thank you for bringing this matter to our attention.

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

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:08/31/2022
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.
Please accept this email as my official complaint against Royal Caribbean Cruises (RCC). On 8/15/22, I spoke with a RCC representative to cancel my cruise (#*******) due to my partner suffering from Long COVID and not available to travel. The agent agreed to cancel my cruise and refund the entire amount of the cruise (*******) which includes the $200 deposit. After waiting two weeks for a confirmation, I called RCC's customer service to inquire about the refund and was told the agent did not process the refund correctly and at this point, I was not even due a full refund, but they would refund *******. I explained this was an unacceptable amount since I was assured I would receive a full refund of *******. Please look into this matter for me.
Business Response
Date: 09/12/2022
Subject: ***********************

Case: ******** / *******

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

We have been in contact with ************************** 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: 09/13/2022

Complaint: 17806255

I am rejecting this response because:

I was told I would receive a full refund, including the deposit of $200 and I have not received the full amount as of today.

Sincerely,

***********************
Business Response
Date: 09/19/2022
Subject: Sparks

Case: ******** Booking 2207132

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

According to our records, the guests $200.00 refund was disbursed to the respective credit card on file as of 9/14/2022. Therefore, full reimbursement has been satisfied by us.

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: 09/29/2022

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:08/31/2022
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.
I had a cruise with my family on 07/15/2022, and the Final Guest Statement displays 2 charges that I do not recognize.I have been trying to contact Royal Caribbean about this issue for almost 1.5 months with no success.Sent emails.... nothing Called ************, option 6 (regarding previous cruises)... and the agents say that they need to transfer my call to another department. When I ask what's the direct number to such department, what is it their answer? The same number, ************.They don't have any other information about it, and they are "sorry about it".Today is the 2nd try on the process... first time my call took 1h 15m and I cancelled it, since no one answered. My call today is already 40 minutes in, and no one answered yet... only the promotional ads keep endlessly repeating, and "we'll get back to you shortly"... really? Shortly after already 40 minutes (1h15m on my 1st call)? Is this "shortly"?The cruise was good, cannot complain about it... but had to call prior to the cruise some times, and the answer time was FAST.Now that it's over............ it's been impossible to talk to anyone.I will really think whether or not to choosing Royal Caribbean on future cruises... and advise EVERYONE about it. I'm trying to solve an error from THEIR side, and it's really tiring and frustrating.....P.S.: Call is already on 45 minutes... will cancel it once again, it's useless...
Business Response
Date: 09/09/2022
Subject: ********

Case: ******** Booking 8531519

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 long holds when contacting our office via telephone. We show that on 9/6/2022 an email response was sent to ******************** regarding this matter. Weve granted a refund of the charges in question. A request has been submitted and finalizing payment to the respective credit card on file *** take up to 2 weeks. We greatly appreciate the guests continued patience.

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: 09/20/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Royal Caribbean reverted the charges on my credit card.

Sincerely,

******** ********
Initial Complaint
Date:08/30/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 16th I called Royal Caribbean because the reservation I made online had been cancelled without my knowledge. After talking with the customer rep, they told me that they would have to re-create the reservation from scratch, which meant I would have to pay a higher price for the cruise. Because this was a family trip, I agreed and paid for the cruise in full. The new cost of the trip was $2466.14. On the phone, that day, the rep charged $1966.14. I had already paid a $500 deposit previously. We ended the call. Minutes later I checked my email and saw that the receipt still read $500 due (attached). I called right back to inquire about this. I was expecting the receipt to read $0. The rep said that because they had to create a ticket (I can't remember the exact name she called it but it basically had to be finalized by a different department) and that I would get another receipt later with a $0 balance. I never received that second receipt with a $0 balance. Before we got off of the phone she went over the rules for the cruise and mentioned the covid-19 vaccine requirement. For medical reasons, my husband can not be vaccinated. So, I asked that she cancel the reservation that I had made no more than 20 minutes earlier. She agreed and told me that it could take up to 30 days for me to receive the $1966.14 refund. I still have not received my refund and it's been more than 30 days since I cancelled. When I called to check I was told that I don't have a reservation. My reservation number is *******. I have receipts and proof that I paid the amount above. They need to issue my refund of $1966.14 immediately. They also need to give me back my $500 deposit due to the unreasonable amount of time they've taken to issue the refund.
Business Response
Date: 09/08/2022
Subject: *****************************

Case: ******** Booking 2025794

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

Were sorry that the guest has encountered a delay with reimbursement. According to our records, due to a technical issue, funds were not disbursed. Additionally, we show that ********************************* recently contacted our corporate office to address this matter. Currently, were working on expediting the refund as soon as possible. Finalizing payment may take up to 1-2 weeks. We greatly appreciate the guests continued patience while we work diligently to supply a 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: 09/12/2022

Complaint: 17801143

I am rejecting this response because: Royal Carribean only refunded $555! As you can see from my receipt, I should have been refunded $2466.14.
This is unacceptable. I have been more than patient with this company. I need to be refunded the remaining $1911.14 immediately!
Since I originally opened this case, I've called again and again and keep getting the runaround. The last time, I was on hold so long that my battery died and the call was disconnected. At this point I am accruing interest on the credit card this booking was charged too.

Sincerely,

****************************************
Business Response
Date: 09/16/2022
Subject: *****************************

Case: ******** Bookings 2025794

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

According to our records, the remaining payment of $1,911.14 was disbursed to **** ending in **** as of 9/14/2022. Therefore,full reimbursement has been satisfied by us.

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: 09/20/2022

Better Business Bureau:

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

Sincerely,

****************************************
Initial Complaint
Date:08/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 18th 2022 me and my wife paid for a cruise for our baby moon to depart on July 9th. On July 4th we were having a party when someone mentioned to us that my wife might not be able to go because she is pregnant. That was something we had not thought about so we found out the limit was 23 weeks. We legitimately were unaware. I called them the next day and spoke with someone who after an hour or so of going back and forth the man came back and said that we WOULD be able to go. Confused, I clarified with him and he again told me that we could go, he even said that there was a doctor on board in case anything went wrong. So we flew from ******** to Miami on July 8th. When we arrived we went to check in and were denied because she was over 23 weeks pregnant. I called their customer service and was on the phone with them for 3 hours. They even went back and listened to the phone call and told me that we were lied to, they only wanted to give us a cruise credit. We are having our first baby and we will not be able to go on a cruise any time soon. Finally they said that we will be able to get our money back and gave me a confirmation number and that it would take ***** days for the money to come back to us. Its been over 45 days and we have not got our money back, I called them today August 30th 2022 and they told me that they only REQUESTED to get our money back which was denied. Nobody told us, and now they are refusing to give our money back even though we were lied to, flew from *** to Miami, and had to come home. So we were not only out our flight but our cruise, and they will only give us a cruise credit. I'm a small business owner, I've had to give customers money back because I've messed up, how can this multi million dollar company not give me back 3 grand. Its more than about the money, its about ethics. Don't lie to someone and ruin their vacation and then not refund them the service they paid for.
Business Response
Date: 09/08/2022
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:08/30/2022
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.
********* financial practices by the royal Caribbean cruise line, unclear, confusing, and non disclosed information to consumer on charges being put onto debit/card on file to use while cruising. I had a vacation booked by a family member, I submitted a debit card in person where I was vaguely told a hold would be placed. Come to find out they charged my card $700+ in holds and charged my bill of $1k with no verbal or written communication of a complete itemized bill upon disembarking from the cruise line. I contacted the company and waited for 3 hours to speak with representatives that provided no consolation, and took no responsibility for the unprofessional, irresponsible and predatory actions. I received no communication of the amount I would be charged for the holds nor received an itemized bill for my purchases onboard. This costed me 4 hours of lost work hours to sort this situation out, emotional distress and financial strain on my end. I had to call and wait for 3 hours to receive the information.
Business Response
Date: 09/08/2022
Subject: Cherenfant

Case: ******** Booking 7118643

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Pre-authorization holds are placed on the guests credit or debit card during the cruise. This is done to ensure that you have the available funds to cover the final charges at the end of the voyage based on your shipboard spending activity. Most guests,have them released within five business days after the sailing ends. Some non-U.S. banks may take up to thirty days.

Additionally,these details are noted on the guests booking invoice generated prior to sailing. This information is also readily available on our consumer website within the FAQs. The statement can be viewed at the below link. Therefore, we have fully exercised our due diligence in supplying the information.

https://www.royalcaribbean.com/faq/questions/will-holds-be-placed-on-my-credit-card
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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Royal Caribbean Group is NOT a BBB Accredited Business.