Complaints

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

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• 

  Royal Caribbean Group

  1050 Caribbean Way Miami, FL 33132-2028

• 

  Royal Caribbean Group

  1080 Port Blvd Miami, FL 33132

• 

  Royal Caribbean Group

  14700 Caribbean Way Miramar, FL 33027-4161

• 

  Royal Caribbean Group

  1007 North American Way Miami, FL 33132

• 

  Royal Caribbean

  815 Channelside Dr Tampa, FL 33602-4200

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:08/27/2022

  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 2, 2022 I reserved tickets for seven of my family members to sail on the October 3rd Quantum of the Seas 10-Night ****** Cruise and paid a deposit of $3,150. We later had to cancel the ****** cruise. I was told by a Royal Caribbean phone rep that our deposit was "non-refundable", with our only two options being to forfeit the entire deposit or accept a $100 per person penalty and receive the remainder as 'Future Cruise Credits' (***). Not one, but two Royal Caribbean phone reps assured me the *** had "no expiration date". I accepted, but weeks later when the *** info arrived by e-mail, it listed a one-year expiration date! My sister-in-law went ahead and used the 'expiring' *** to book our family a new cruise for October 10th on the Freedom of the Seas 4-Night ***************** Day Cruise. I contacted Royal Caribbean about being incorrectly told the *** had no expiration date. I asked if we might convert the remaining $270 *** balance into any kind of credit we could use on our upcoming cruise. They flatly refused, offering only to remove the *** expiration date as I had originally been promised. Their offer is moot at this point, as the new cruise is already booked. My family has acquiesced enough. I feel the least Royal Caribbean can do is allow us to use the remaining $270 on our upcoming cruise.

  Business Response

  Date: 09/07/2022

  Subject: Brandom Bull
  
  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

  Customer Answer

  Date: 09/07/2022

   
  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:08/26/2022

  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 and my family had booked a cruise with royal ****** ran from July 1st to July 4th, however on July 1st, in the morning we got our covid reports and my husband had tested positive. We had to cancel. We had booked via a cruise.com who let us know that they spoke to royal Caribbean and confirmed a full refund would be issued within ***** days. I tried calling royal Caribbean to follow up on the status of this refund and have been on hold for over 2 hrs with no response.

  Business Response

  Date: 09/01/2022

  Subject: ******
  
  Case: 17780238
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Its unfortunate that the guest hasnt received the refund. We show that **************** recently spoke to our corporate office regarding this matter. According to our records, the reimbursement was resubmitted to expedite payment. The guest was advised of this information and to please allow **** business days for processing to be finalized.
  
  Furthermore, ***************** 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 financial details on the booking 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 her travel agent at ************ for any specifications needed for the refund.
  
  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: 09/02/2022

   
  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:08/26/2022

  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 family and I were booked on a cruise for July of 2022. We canceled due to my sons testing positive for Covid-19. Upon canceling, we were refunded for the cruise. These funds went to my in-laws who paid for the cruise. I had purchased a few excursions for the cruise. I had three purchases today. One for $120.92 which was fully refunded. A second for $362 which was also fully refunded. A third for $470 that was partially refunded for $173. I contacted Royal Caribbean multiple times to hear the money had been held, however it will be released in 5-7 days. I called again on 8/22 to be told, I need to have the travel agent who booked the cruise to call, they would only release information to her. She contact Royal Caribbean. They told her that the balance of my refund which was $297 had been reimbursed to my mother in law. I contacted Royal Caribbean again to inquire how and why this happened. I was told to have my mother in law reimburse me. I told them "no, this was not my responsibility to track down my money that Royal Caribbean sent to the wrong person". They then told me I should have my mother in law call them to have the refund reversed and then refunded to me. Again, I said no, "this is your error, you refund me and then go get your money from my mother in law. As I told Royal Caribbean, they have no idea about our relationship. They have no idea if she will give me the money. This is their error and Royal Caribbean, not my mother in law, owe me $297. As of 8/26/2022, they have still not refunded my money.

  Business Response

  Date: 09/01/2022

  Subject: *****
  
  Case: 17779463
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Its unfortunate that this guest hasnt received the refund in question. We show that due to a technical error, reimbursement for this guest was issued to the incorrect credit card on file. According to our records, ************* recently spoke to our corporate office regarding this matter. Currently, were expediting the correction of his payment. The guest was advised of this information and that processing will take up to two weeks to be finalized. We appreciate his continuous 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

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17779463
  
  I am rejecting this response because: I was informed by the Royal Caribbean agent that my refund would be processed in 3-4 weeks? This is certainly different than two weeks. Furthermore, I was informed they needed to collect the money from the card the refunded when they had a "technical error". I now the owner of this card is in *********** and out of the country for a month. 

  When an organization makes an error as Royal Caribbean has, there are many ways to expedite corrective measures. I should not need to wait for them to recoup the money the incorrectly refunded. They should pay me directly immediately. 

  This further shows the lack of care they have for their paying customers. They are happy to immediately take your money for a deposit, cruise, excursion or any other purchase. Getting the money that is rightfully owed to you is a different story. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/05/2022

  Subject: *****
  
  Case: ********- Booking 4377379
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Were sorry for the inconvenience that this guest has encountered with the refund. We regret to learn that he wasnt properly advised of the process for resolving the payment issue. Were working diligently on facilitating the guest with a resolution as soon as possible. *************** continual fortitude with this matter is appreciated.

  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:08/25/2022

  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 cancelled my trip and was told I would receive a $300 voucher. Around March I found out that other people in my party received their full refund of $500 because the cruise line altered their refund policy regarding COVID. I contacted my booking agent and was told I would get a full refund and it could take up to 30 days. After not receiving any payment after 30 days, I contacted my travel agency again. I then received an email stating Royal Caribbean changed their mind and would not give me the refund.

  Business Response

  Date: 08/31/2022

  Subject: ***********************************
  
  Case: ********  /745468
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  These guests were booked on a cruise set to sail on June 16, 2022, on the Enchantment of the Seas, under a Non-Refundable Deposit Program. The amount withheld is $250, per person. Since the reservation cancelled before final payment, we offer Future Cruise Certificates for the deposit amount, less a fee of $100 each, due to COVID-19 we are giving full value of the deposits in the Future Cruise Certificates. We would advise this party to please contact their travel agent for the details of their Future Cruise Certificates.
  
  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:08/24/2022

  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 a family of 5 with Royal. So the 5th person has a separate reservation. Royal issued the reservation with a certain amount. Then when calling to have FCCs applied, the agent somehow cancelled the reservation. Now, when I called to have it reinstated, they are refusing to honor the price and are charging $900 more. Basically, they booked our oldest under kids sail free (even though we gave her correct birthday and this was completely their error). She is 12, but turns 13 the day before our ship leaves! I went ahead and paid the deposit because it was a workable price. Now, it's not such a good deal and I'd rather cancel than pay $900 more than what I was told! The kicker is that they will not allow us to cancel without paying the cancellation fees. So basically they are changing the terms of the contract. They told me that at any time (even at the port) they can determine that the rate isn't correct and make you pay at the port or cancel the reservation. I received an email saying that if I booked with them before July 31st and use my FCC, I will receive $100 on board credit. I booked it on July 28. I went into their site, cruisingpower.com, and submitted the ***** but never received a response back. Now I am told that because I called after the 31st to get them applied, I am ineligible for this!

  Business Response

  Date: 08/31/2022

  Subject: *******
  
  Case: 17764741
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  According to our records, this guest recently spoke to our Resolutions Team about the pricing issue and the price for the booking in question was honored.
  
  Regarding our Kicker Onboard Credit Promotion, the terms and conditions state its only applicable to bookings made between July 1, 2022 to July 31, 2022 with a valid Future Cruise Certificate applied between July 1, 2022 and July 31, 2022. We show that the request to redeem the FCCs on this voyage was submitted on August 23, 2022. Therefore, the reservation doesnt qualify for this promotion however, we added a $50.00 Onboard Credit as a goodwill gesture.
  
  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:08/24/2022

  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.

  In May 2022, family members and I decided to take our mother on a cruise to celebrate her 90th birthday. In total, 10 of us were taking the Royal Caribbean cruise, Adventure of the Seas to ******* on August 13, 2022. I was to share a room with my brother *************************. He paid with his credit card and I paid half the cost with a check. Our reservation number is *******. ***** also used his credit card to book for my mother and sister who shared a room. That reservation number is 8037543.On August 7th, I felt ill and tested positive for covid-19 on August 8th. I hoped to be recovered enough to still make the cruise. But on August 11, I was still positive for covid-19. Royal Caribbean required passengers to present a NEGATIVE covid test taken within 2 days of departure. I reached out to Royal Caribbean and spoke with *********************, of the ********************** My hope and expectation was that I would be offered a credit to travel with the cruise line at a later date. However, I was informed that I would not be offered a credit to travel alone at a later date. The options offered were either a refund of taxes and fees or cancellation of the entire reservation. My brother ***** was not ill and still wanted (and deserved) to take the trip with the rest of the family.***** opted to travel to ******* with the rest of the family. Other members of the family who were able to travel were ****************************** **************************************, *********************, and **************** The other reservation numbers were *******, ******* & ******* I am asking for 50% of the cost of the booking which is $1036.

  Business Response

  Date: 08/30/2022

  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: 08/31/2022

   
  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:08/23/2022

  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.

  Reservation *******. I'm owed money for taxes, gratitude, plus off ************. They first said refund in 7 days then 30 days then 7 to 10 days. It's been over 2 months 6 phone calls and numerous employees lying. They have said they needed to send it to resolutions twice yet They still haven't sent it and they admit I'm owed that money back. They said it should have been sent but doesn't know why it hasn't. Then tells me to call back in 7 days. It is an unending circle with this problem. I canceled beginning of June and cruise was June 13th. The money is around ****** that is owed.

  Business Response

  Date: 09/05/2022

  Subject: *******
  
  Case: ********- Booking 2094806
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Were sorry the guest has encountered an issue with reimbursement. We show that ****************** recently spoke to our Resolutions Team regarding this matter. Currently, were working on reviewing all the details pertaining to the reservation in question. ****************** was made aware of this information and that we will communicate with her once we have the final determination on the funds. We appreciate the guest's continuous patience.
  
  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:08/22/2022

  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 November 30, 2021 I booked a cruise from Royal Caribbean Cruise Lines (RCCL) through a third party vender, Here2theretravel. It was an ****** cruise August *****, 2022. I made the final payment on the cruise on May 17, 2021. On June 10th, I purchased airline flights through RCCL. On June 29, 2021 RCCL informed me via email that the itinerary would change due to an engine problem that would be repaired during my cruise. The change eliminated the only port where passengers could see a glacier. Initially RCCL only offered $75 onboard credit or Future Cruise Credit. However, on July 3, it sent me a letter offering a full refund of the cruise. However, when RCCL sent me confirmation of my refund, they deducted $430 of the airfare ($215 per person), as a cancellation fee. RCCL did not state a cancellation fee would be deducted from the air fare, which I made through RCCL air. I am requesting your assistance in obtaining this amount because it was part of the cruise fare I paid RCCL. Attached is my Booking Confirmation with the information regarding my cruise, as well as other supporting documents. Thank you.

  Business Response

  Date: 08/29/2022

  Subject: *****
  
  Case: 17753204
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  According to the communication that was provided to all impacted guests, if they wish to cancel, a full refund would be given for any paid portion of the cruise including non-refundable deposits and any pre-paid amenities. Theres no indication that airline tickets would also be a part of reimbursement. For further verification, please find our letter enclosed. Additionally, the air ticket cancelation policy is detailed on the air confirmation we sent to the travel agency on file. Considering these key factors, the standard air cancelation policy applies and were unable to supply the requested resolution.
  
  Furthermore, this party reserved the voyage under the management of a travel agency. Royal Caribbean International has contractual agreements with the travel agencies we do business with. The contract states that were unable to release financial information on a reservation without their authorization and knowledge. The travel partner is the liaison for the guests. Therefore, ************** must reach out to the travel agency at ************ for any clarification needed on refunds.
  
  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:08/22/2022

  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.

  I made 2 cruise reservation with Royal Caribbean on July 2nd, 2022. These 2 reservations were going to be a retirement gift to myself ,wife, son, daughter in law, and granddaughter. The cruise was scheduled to depart Oct. 1, 2022 and be a 7 night cruise. This cruise was paid in full when it was scheduled on July 2nd. Three days later I had a doctor's *********** and was diagnosed with a large hiatal hernia that was going to require surgery. The doctor stated it was severe enough and interfering with my breathing it would need to be scheduled soon. I contacted Royal Caribbean numerous times on this cancelation the first as early as 88 days before departure. They insisted on me sending medical records as well as doctor's notes, all of which I reluctantly did. After sending all information, I was informed they would still not give a refund on these 2 reservations. Finally upon contacting them for the last time I was informed they would give a small percentage of the amount as a refund. To date, this has not happened. So far I have paid (******** for reservation *******) and (******** for reservation *******), neither of which we will be able to use and have long since canceled. This is after trying to cancel a full 88 days before departure. I am very disappointed with the business practices of Royal Caribbean and the complete absence of customer support.

  Business Response

  Date: 08/29/2022

  Subject: *********
  
  Case: 17750250
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Its not our normal practice to reimburse guests for self-canceling their cruise due to a medical emergency. We recommend that guests retain travel protection for unforeseen circumstances such as this. We show that this guest was asked to send in medical documentation for further review. Once we received the Doctors letter, we identified and advised ********************* that he didnt qualify for full reimbursement. Additionally, our corporate office reiterated this information to ********************** and referred him to Royal Caribbean Travel Protection. This party purchased travel protection for each of the reservations.
  

  The Royal Caribbean Travel Protection is a product thats offered by an independent third party, AON. To open a claim, the guest must contact AON directly at **************. Furthermore, we show that we've reimbursed all funds due to the respective credit card on file as of August 15,2022. Therefore, payment 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

• Initial Complaint

  Date:08/20/2022

  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 August 5 Reinstated August 13 We recently purchased our honeymoon cruise based on information that we received from a Royal Caribbean International Agent stating that unvaccinated passengers would be allowed to set sail on cruises departing after August 8th, 2022. We double and triple checked this information before booking our cruise. Last week we received health information stating that now unvaccinated passengers are now only able to set sail beginning on September 5th. Our cruise departs on September 3rd. We would have never booked our flights or reservations did we not have this information. We were told we would be allowed to travel. Its incomprehensible that because of only 2 days between Sept 3rd and Sept 5th our honeymoon is ruined. We called to inquire and s Royal Caribbean customer service agent just canceled our ********************** without telling us and then disconnected the line. Thankfully we were reinstated and were directed to the access department to see if there is any possibility of an exemption. They said we would for sure hear back from the access department 14 days before our cruise. We still have not heard anything. Is there anything we can do? The agent then proceeded to tell us not to worry because internally they heard things would be changed and that most likely they would make an exception for us. It sounds like all that we have been told is not true. We need to know if we are going to be able to board our cruise. Please respond to our email. My husband cannot take other days from work and this is just truly heartbreaking. We also have our flights for this trip booked. Please please help. Our cruise leaves in less than 2 weeks. We are devastated and hoping that Royal Caribbean will honor our reservation, considering that a certain percentage of unvaccinated passengers are allowed on board their ships. Also considering that RCI is who gave us this information . We are requesting a response so we can know how to proceed.

  Business Response

  Date: 08/26/2022

  Subject: ****
  
  Case: 17746375
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We show that the guest was in contact with our corporate office on August 22, 2022. ************ was advised that while her reservation was not eligible for a refund, we could change the ************* date. The guest agreed to the modification of the reservation. Additionally, we supplied her with a $50.00 Onboard Credit as a goodwill gesture. Therefore, *********** was given 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