Business Profile

Cruises

Royal Caribbean Group

Headquarters

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Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:02/26/2025
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.
Dealing with my first vacation ever has been nothing short of a nightmare.Backstory: I had booked a trip with my friend 'K' and HER friend 'C'. We also are going with another group of three on a separate booking.Because 'C' had to drop out, 'K' and I had to drop out because we couldn't cover the difference. There is a $795 non-refundable charge we split three ways to pay. I'm WELL aware we wont get that back. This means 'C' ONLY paid $265 total. Please take note of that number.January 13th was the refunded start and by the 17th we got our refunds, however I noticed i was missing $645. I called several times and the agents told me to wait 14 business day s for the rest. After I did that and no refund I called again. After speaking to FOUR agents they told me that all refunds were given out. I escalated In an email and the exec told me that the $645 was given to 'C' and that I should "Ask her for the money".This is no only unprofessional, but fraud as the refund was given to a third party. 'C' isn't MY friend (She also lied and said she never got anything).I made four payments:$1000 (cruise ticket)$700 (cruise ticket)$238 (cruise ticket)$539.87 (excursion)Total: ******* I was refunded: $1832.87 The payments and refunds breakdown was provided BY Royal which they should have seen where they went wrong. Instead the Escalations went back on her word and was extremely dismissive.Again 'C' only paid $265 that was part of the deposit that was non-refundable but was refunded $645. After many days of back and forth I decided to contact BBB after the Escalations told me they 'admire my tenacity but the decision is final'. This. Is. Fraud. RC basically stole almost 700 from **** am currently added on to the other three's booking I mentioned in the beginning, but I wonder why if this is how RC treats their customers. This is not only my first ********************** but my first trip ever and it will be forever tainted by the unprofessionalism I've been shown.
Business Response
Date: 03/05/2025
Subject: ******* *******

Case: ******** Booking 7111507

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

We regret that this situation remains a concern for Ms. ******** After a thorough verification of all charges and refunds, our records indicate that three credit cards were used, and each received its respective reimbursement. The highest charged card, VA 2747, also received the highest refund amount. Please find a detailed breakdown below:

**PAID: **
- 12/27/23 - $795 CAD - VA 0066
- 3/14/24 - $1,000 CAD - VA 6023
- 5/28/24 - $1,000 CAD - VA 2747
- 5/28/24 - $700 CAD - VA 2747
- 6/11/24 - $238 CAD - VA 2747
- 8/1/24 - $539.87 CAD - VA 2747
- **Total: $4,272.87 CAD**

**REFUNDED: **
- 1/16/25 - $645 CAD - VA 0066
- 1/16/25 - $1,000 CAD - VA 6023
- 1/16/25 - $132.87 CAD - VA 2747
- 1/16/25 - $700 CAD - VA 2747
- 1/16/25 - $1,000 CAD - VA 2747
- **Total: $3,477.87 CAD**
- **($795 CAD Penalty) **

Our records indicate all the refunds were successfully disbursed to the correct cards; we are unable to honor a refund recharge. We recommend that the guest contact their financial institution with any concerns. Our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved. We apologize for any disappointment this final response may cause and regret that this experience has tainted your impression of our company.

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

****** **********
Royal Guest Experience Management
Customer Answer
Date: 03/06/2025

Complaint: 22994800

I am rejecting this response because: Card ending in V0066 was not supposed to get a refund at all. The 795 (for the deposit) penalty is on that card alone.

I'm still owed $645. You guys refunded it to the wrong card.

Sincerely,

******* *******
Business Response
Date: 03/10/2025
Subject: *******

Case: ******** Booking # *******

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,

****** **********
Royal Guest Experience Management

Customer Answer
Date: 03/19/2025

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. Will wait for the refund to be issued 14 business days from March 10th, 2025.

Sincerely,

******* *******
Initial Complaint
Date:02/26/2025
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.
Nov.22,2024 Serenade of the Seas. ? I have told your company of my experience, I went to guest services on the ship and was confronted at my cabin door, by my room attendant. He held his cell phone out towards my face, and said "My boss wants to talk to you. The person on the phone demanded to know why I had went to guest services and complained. This is at my cabin door, with other guests walking by. It was a bullying and condescending shaming, meant to scare me into compliance to keep my mouth shut. Your correspondence to this matter was to do nothing. I have been offered no credit for future travel, no refund, nothing but words in an email. I have pictures of the baseboard missing in my cabin, along with a piece on the toilet pedestal with yellow urine stains. Circle of rust on balcony, filthy plexiglass on balcony and a picture frame glass, with sticky residue of a liquid spill. The baseboards missing was explained away by your room attendant as a child did it on a previous sailing. Of course you know all this, you can see the history of my emails. This was 9 days of an unsatisfactory cruise with a condescending staff. Your company has done nothing. You had the nerve to tell me wasnt your job, that the ship was responsible? Did you actually say this? Others on the ship( all elderly people complained of rude male room attendants. Mine told me I did not need a mattress topper bc the mattress was soft enough. I had called an ordered this before the cruise but it was ignored, just like the maintenance of this room. Being treated by your rescue person when we were locked out, as if we children, being told. It will not happen again, It was a threat! I have told this company in many emails how we paid to be treated w bullying, threats and condescending attitudes, just like elder abuse. They have done nothing.
Business Response
Date: 03/02/2025
Subject: *********/ 843055
Case: 22991754

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We thank the guest for taking the time to share her recent experience aboard the Serenade of the Seas on November 22, 2024. We deeply regret the issues she encountered during the cruise and the dissatisfaction she experienced as a result.
We also apologize for the cleanliness and maintenance issues they encountered in the stateroom and that the guest felt ignored and her concerns were not properly addressed.
This feedback is invaluable to us, and we will use it to improve our services, training programs, and staff conduct. We deeply regret that her experience with Royal Caribbean has led to such dissatisfaction and disappointment. We are committed to making significant improvements to prevent similar issues in the future.
However, we are unable to offer any compensation for these issues as they were not reported onboard and are not recorded in the ship logs.We apologize for any disappointment.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Royal Guest Experience Management

Customer Answer
Date: 03/03/2025

Complaint: 22991754

I am rejecting this response because:
I went in person to guest services with my complaint, It was answered by a knock on my cabin door from the room attendant, he has his supervisor on the phone to address the complaint. Your company or your ships guest services, are covering up the records of my complaint to keep my fare from being refunded. This is a the shocking by your company.
Sincerely,

***** Markum *********
Business Response
Date: 03/04/2025
Subject: ****** *********

Case: ******** Booking 843055

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

After a thorough review, we regret to inform you that we are unable to offer any compensation as mentioned in the previous response, as these concerns were not reported while onboard and are not recorded in the ship logs. We apologize for any disappointment this may cause.

We understand that this situation remains a concern to Mrs. ****** *********. However, our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved. We are sorry that this experience has tainted your impression of our company and for any disappointment this final response may bring.

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

****** **********
Royal Guest Experience Management

Customer Answer
Date: 03/06/2025
It is a fact that there is a record of my complaint. The room attendant was sent to my cabin door by guest services, after I made my complaint. How can this be allowed to happen? A company just covers up my record of complaint, gets to lie about it and makes it disappear. Can the BBB not take any action, against this company?
Customer Answer
Date: 03/07/2025

Complaint: 22991754

It is a fact that there is a record of my complaint. The room attendant was sent to my cabin door by guest services, after I made my complaint. How can this be allowed to happen? A company just covers up my record of complaint, gets to lie about it and makes it disappear. Can the BBB not take any action, against this company?

Sincerely,

***** Markum *********
Initial Complaint
Date:02/25/2025
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.
Canceled my cruise Feb 5; total cruise was $1944.40 Was told to expect refund minus nonrefundable deposit if $400 within 7-10 business days. ($1544.40 total refund) called after the 10 business days and told now 14 business days. Called after 14 business days and was told every time I called the workflow was reset and had to wait another 14 business days This is ridiculous I am ********** on VA disability and this is a lot of money. I need this refund. Will be filing disputes with my multiple cards I had to use to even afford to pay this. Cancellation was on 2/5/25 cancellation number is M524W4G
Business Response
Date: 02/28/2025
Subject: Priest

Case: ******** Booking #*******

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

Please accept our apologies for the delay in processing the refund of $1,544.40, We have escalated this case to our accounting department at the highest level to resolve Ms. ******** concern as quickly as possible. Rest assures this matter will be resolved.

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

****** **********
Royal Guest Experience Management

Customer Answer
Date: 03/03/2025

Complaint: 22988866

I am rejecting this response because: I still have not been issued a refund to any of my payment methods.

Sincerely,

***** ******
Business Response
Date: 03/04/2025
Subject: Priest
Case: ******** Booking 8936627
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond and address Ms. ******** concerns.
We regret that this situation remains a concern for Ms. ******* Please be informed that I have personally been in contact with the guest and have informed her this case has been escalated to our accounting department at the highest level to resolve her concerns. The resolution process can take approximately 3 to 5 business days.
Rest assured; we are committed to resolving this matter promptly.
Thank you for your understanding.
Sincerely,

****** **********
Royal Guest Experience Management
Customer Answer
Date: 03/06/2025

Complaint: 22988866

I am rejecting this response because: well, since Friday Feb 28, its been 5 business days. Supposed to take 3-5 business days to process. Still no refund.

Sincerely,

***** ******
Customer Answer
Date: 03/06/2025
I have still not received a refund and it has been 5 business days, why has my complaint been closed?
Customer Answer
Date: 03/06/2025
I received my refund, thank you.
Initial Complaint
Date:02/25/2025
Type:Billing 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.
Reservation# ******* Celebrity Edge 23 Dec 2025 Suite # ***** Booked air flight thru Celebrity Cruise on-line. My ******** credit card initially declined the payment as it exceeded my credit limit by $411.82. They subsequently approved the transaction resulting in a $18,411.82 pending charge on my credit card. In multiple phone calls to Celebrity they initially had no indication the flight was booked or any record of the attempt to pay as the flight was not showing as even being booked on their mainframe system. After another phone call they located the booking, but still no record of payment in their system. Due to the pending charge on my credit card, my credit card account is currently frozen and needs to have the charge pushed by Celebrity to be posted on my account, which would then result in Celebrity getting paid. This would then allow me to pay the bank & unlock my credit card. Since Celebrity is saying they have no record charging my credit card, they cannot do the final push to post the charge to my account. The bank is saying they cannot delete a pending charge to my credit card and it must be done by Celebrity. Since Celebrity has no record of charging my credit card they are saying they cant do anything and its the banks responsibility to resolve and the bank is indicating it is Celebritys responsibility to resolve. Lastly, Celebrity Flight representative would not give me the phone number/name of anyone in higher management in attempt to resolve. As a consumer, I am caught between Citibank and Celebrity.
Business Response
Date: 02/28/2025
Subject: *******

Case: ******** Booking #*******

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

Please note that this case will be forwarded to Celebrity Cruise Lines for further assistance. They will be in contact with Mr. ***** to address his concerns.

Thank you for your patience.
Sincerely,

****** **********
Royal Guest Experience Management

Customer Answer
Date: 03/11/2025

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,

****** Senor
Initial Complaint
Date:02/24/2025
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.
Royal Caribbean instructed me to get a suite guarantee for my husbands size - hes super tall and we need a big bed that is comfortable. I was going to get a big suite but they were sold out. We ended up with the lowest end suite and they are now putting two twin beds together - my husband wont fit in this bed. I spoke with **** and she was the worst. She wouldnt answer questions, would say the same lines over again and refused to give me her boss info. Flat up wouldnt give it to us to we could escalate. She refused to compensate or give us any upgrades to help with the mix up. I specifically told then I needed a full king. Not two twins. Now my husband will not sleep well after spending thousands of dollars. With zero empathy, hours of wasted time and info withholding.
Business Response
Date: 02/27/2025
Subject: *******

Case: ******** Booking 6956139

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

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

This guest has already been in contact with our management team and has been advised that no compensation will be given. We regret that this situation remains a concern for the guest. However, our decision will not be amended. We have thoroughly addressed all of their concerns and consider this matter resolved.

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

****** **********
Royal Guest Experience Management
Initial Complaint
Date:02/24/2025
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 would like assistance to get a full refund when cancelling my upcoming reservations. Between the recent near failure from the *** and other reasons I am intending to cancel my upcoming reservations with Royal. I only want to cancel if I can get a FULL refund for what I have paid. With safety and sanitation being major concerns as someone who works in healthcare I feel that it is not right that Royal wants to keep my deposits and charge me penalties just because I do not wish to get sick or injured during my upcoming sailing.
Business Response
Date: 02/28/2025
Subject: Mr. ************* ********- Booking 4352118

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

We regret that this situation remains a concern for Mr. ***** However, our decision will not be amended.

Please know that the health and safety of our guests and crew has always been and will continue to be our highest priority. We maintain rigorous sanitation standards to ensure our ships remain very clean and safe. When completing the reservation, all guests acknowledge that they agree to the Cruise Ticket Contract and its terms and conditions. The cruise contract is held to the terms and conditions of the cancellation agreement. This is stated on page 5 of our Cruise Ticket Contract, "Cancellation notices are effective when received by the Operator." The Cruise Ticket Contract (CTC) is available without needing a booking and can be accessed at the following link: [Royal Caribbean Cruise Ticket Contract](******************************************************************************************************************************************************).

While we acknowledge the incident that occurred on the Symphony of the Seas, we are enforcing our best efforts to ensure that such an incident does not occur on the Oasis of the Seas. We can assure you this was an unusual incident that does not typically occur on our ships.

We must again respectfully decline the desired resolution of a full refund. If the guest had purchased separate travel insurance, we encourage them to approach their travel insurance provider for more information about their coverage.

We hope the guest reconsiders sailing with us on the Oasis of the Seas.

We appreciate your understanding in this matter. Should the guest have any further questions or need additional assistance, please do not hesitate to contact us at ***************

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

Sincerely,

****** **********
Royal Guest Experience Management

Customer Answer
Date: 02/28/2025

Complaint: 22984614

I am rejecting this response because: To be clear, you are not going to provide any resolution and force a guest that does not feel safe or comfortable sailing on your ships with any recourse? This whole thing started as a casino comp to begin with that I was drastically overcharged for and you havent even made an attempt to remedy the situation. You could have explained the measures being taken, offered an upgrade or done anything and instead you show that you have no empathy or compassion for your passengers who have been loyal. Royal Caribbean is becoming a disgrace among the cruise lines with your hyper inflated prices and lack of true service. This is extremely disappointing.

Sincerely,

***** ****
Business Response
Date: 03/02/2025
Subject: Patt/ 4352118
Case: 22984614

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We appreciate the time the guest has taken to share their honest evaluation with us. All feedback is very important and helps identify our opportunities for improvement.
Although we appreciate their tenacity, we are unable to offer any compensation. This will be our final response regarding this matter.

We truly hope any misgivings associated with this sailing have not discouraged the guest from sailing with us again, as it would be our pleasure to welcome them onboard the Oasis of the Seas in the future. We are confident that a special and memorable sailing awaits them.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Royal Guest Experience Management

Customer Answer
Date: 03/03/2025

Complaint: 22984614

I am rejecting this response because:
Any cruise line that would force a guest to continue sailing with them when their reason for wanting to cancel is due to the poor score they received on a health and safety inspection is just wrong. This is a poor representation of what Royal Caribbean stands for as a company and it is eye opening that they would treat a guest in this manner.
I hope that they never have to be forced to choose between their health and safety and their money. This is a total lack of ethics and morals on behalf of Royal Caribbean.

Sincerely,

***** ****
Initial Complaint
Date:02/24/2025
Type:Billing 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 have future crusie credit from Royal carribean which never expires To use it up i decided to make a reservation through their website. During the checkout process I entered the *** information. And the checkout process asked for credit card as well. Citing the credit will be applied and card will be charged based on the pending balance The *** was not applied by their system correctly and now my credit card is charged 100% of the amount. I should not be penalized for mistake on their side. Their contact center has 30 mins hold time. It is just a horrible company to work with If i cannot use my *** then i want to cancel the reservation and get 100% refund back on my credit card
Business Response
Date: 02/28/2025
Subject: *******
Case: ********- Booking *******, 5771097

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 Mrs. ******* 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,

****** **********
Royal Guest Experience Management

Customer Answer
Date: 02/28/2025

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:02/24/2025
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.
Contracted for a cruise for two through Black Velvet Travel and paid $2800 to Black Velvet and $1000 directly to Royal Caribbean. The trio was cancelled and postponed for a year, and we had the option of waiting or getting a full refund. I was finally able to get my refund from Black Velvet Travel, but Royal Caribbean suggests that the amount they were paid directly be refunded by the travel agent. They were paid directly, and they should refund my funds.
Business Response
Date: 02/28/2025
Subject: ****** *******

Case: ********

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

We would be happy to investigate this matter for ****** ******* ; however, the information provided is not enough to locate his reservation. If they can provide us with their reservation number, along with the ship and sail date of the cruise in question, we will be able to locate the details and research this matter.

Thank you for your assistance. We await further reply.
Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:02/23/2025
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.
Hello,We cancelled our group reservation (*******) on December 30, *************************** our group. We were told that any state rooms that purchase drink or excursion packages will receive a full refund and it could take up to 14 business days. Royal Caribbean has yet to refund the below state rooms drink and/or excursion packages. ******* ******* ******** We called back on January 13th, 2025and was told the drink/excursion packages were never cancelled. The representative said that he submitted the cancellation and refund request.We called back again on February 21st, 2025 and the representative said she was unable to see the refund request. Although, one of the guest from the state rooms called the same day and was told the drink packages were never cancelled!! Please help rectified the issue.
Customer Answer
Date: 02/24/2025
Its not a duplicate compliant. The compliant from a month ago was due to a failed payment.
This compliant is a refund of an existing purchase.
Business Response
Date: 02/27/2025
Subject: ******

Case: ******** Booking #*******, #*******, #*******

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

Our records indicate that the following refunds were disbursed on February 24, 2025:

- **Booking #*******- ***** Party: $1,656.36 to the credit card ending in 9809
- **Booking #*******- ******** Party* $1,656.36 to the credit card ending in 9922
- **Booking #******* ***** party $668.88 to the credit card ending in 7748

Please allow up to two billing cycles for the credit to reflect on your statement. We apologize for the delay and thank you for your patience. Should the guest have any further questions, please have them contact us at **************.

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

Sincerely,

****** **********
Royal Guest Experience Management

Customer Answer
Date: 02/27/2025

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:02/22/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have some unresolved billing issues from my cruise booking number *******. I spoke to on board guest services several times - an agent named ishta said this would be resolved but hasn't yet. I also called shoreside customer service a few times and keep getting the runaround. The issues are as follows:1. I paid for birthday decorations and cake before the sailing with customer service on the phone. The items were to be delivered on port day in labadee but that never happened. I'd like a refund for these items please. They were charged to my credit card but are not on my bill since they were to be delivered to a friend's cabin. $96.99 2. I was charged for specialty dining and drinks that I did not order. I think these are someone else's charges from my group but not mine. The charges are as follows: ************************* ************************* $16.52 ************************* ***************************** $14.16 *************************************************** $153.40 3. I was supposed to get $100/passenger Amex benefit onboard credit and $100 in shareholder on board credit. These were also not applied to my account.
Business Response
Date: 02/27/2025
Subject: *********

Case: ******** Booking #*******

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

We are sorry to hear about the concern regarding the guest charges onboard the Allure of the Seas. We have attempted to reach Ms. ********* several times but have not received a response. Please advise Ms. ********* to provide the best time and contact number for us to reach her to discuss her concerns. She can reach us at **************, and we will be more than happy to discuss her concerns.

Thank you for your attention to this matter. We await your further reply.

Sincerely,

****** Filgueiras
Royal Guest Experience Management
Customer Answer
Date: 03/03/2025

Complaint: 22978034

I am rejecting this response because: Hi. I received your message. I tried to call you back but missed you several times as well. I work at a school so unable to chat during school hours. In the message I left for you, I asked if you could please call me back after 3:00 PM central time...or you can also call my husband at ************ and discuss the matter with him. Thank you.

Sincerely,

***** *********
Business Response
Date: 03/04/2025
Subject: Sachdev/ Ramaswamy
Case: ******** Booking 8359681

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 Mr. ******* 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,

****** **********
Royal Guest Experience Management

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