Business Profile

Cruises

Royal Caribbean Group

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cruises.

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:08/19/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
#******* I AM BEYOND ****** AS I CALLED ABOUT THIS LAST FRIDAY. THIS IS HOW YOU TREAT YOUR VETERAN CRUISERS THAT HAVE BEEN CRUISING WITH YOU FOR OVER 10 PLUS YEARS!IF I DO NOT HEAR BACK REGARDING A SOLUTION ABOUT MY MONEY TODAY BY 5PM CT TODAY I WILL FILE WITH THE BBB and will file a Fraud report for withholding my funds.I've asked and cooperated with what you all needed and I am disappointed that it is taking this long.*****, I've sent you an e-mail the other day and you have yet to respond to me. I've also sent you the documents personally on Monday too from Friday.I want my funds in either an OBC as I being disabled and having medical treatments starting in September a FCC will not suffice at this time eventhough I would love to use that for a future sailing but do not know when it will be feasible for me to cruise after this.I am trying to use these funds to purchase the key and the price keeps fluctuating. I will be out of the country Sunday and returning on Wednesday of next week so I will have very limited access to my phone!!!As stated before per my attorney, I can submit medical paperwork that is not in violation of HIPPA. This experience has ruined my views with Royal Caribbean and I am truly disappointed.I would like my funds to be transferred as an onboard credit or refunded back to my card from the other cancelled reservation.
Business Response
Date: 08/26/2022
Subject: *****

Case: 17743526

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

Were sorry for the difficulties this guest encountered regarding her refund. According to our records, we show that our corporate office recently communicated with ************** and applied her funds to the new voyage as an Onboard Credit as requested. Therefore, an amicable resolution was provided to the guest.

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: 08/30/2022

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,

***********************
Customer Answer
Date: 04/11/2023

Complaint: 17743526

I am rejecting this response because:
It is now April 10th and no one has called me and I bought 3 cabins for our April 16th, 2023 sail date! I originally sent the e-mail on March 29th! Its almost been two weeks!! THIS IS HOW YOU TREAT YOUR LOYAL MEMEBRS. I HAVE FOUR MORE CABINS BOOKED FOR August 25th, 2023 and considered canceling them due to the incompetences. I would like someone to give me a call before this goes further for filing.I was informed that someone would be calling me midweek when I spoke with someone two weeks ago in RC guest services. I tried several times to book the *** online and the systems kept saying down due to maintenance. Tried again and a few days later it said it was sold out. So the rep advise they would call me midweek to add my husband and I. NOTHING. Then another representative when I called was rude and stated since I'm not a Diamond or plus member and only ******** that I should not expect stellar service!!!!!!!! Then he hung up. I have that phone call recorded after he started to get rude with me and informed him I was recording too. I've been cruising with you all for over 11 years and have booked three cabins for our April 16th, 2023 cruise date. I am upset horrified I've been treated this way and making my way to the Better Business Bureau and formal complaint to corporate if this is not taken care of. Almost 16 hours of phone time with RC and nothing resolved. Not the best way to start off before a cruise!

Sincerely,

***********************
Business Response
Date: 04/19/2023
Subject: ***********************

Case: - ******** BK#s ******* ******* &6468414

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

Our records indicated that on April 12, 2023, one of our gents contacted ************** regarding her concerns sailing onboard the Allure of the Seas April 16, 2023, were addressed, and resolved.

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:08/17/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On our cruise 7/31/2022 to 08/06/2022 on the allure of the seas on 08/01/2022 I was in their casino and there was a misunderstanding on their behalf and I asked for the managers information or when I could speak to him and I informed the assistant manager of my disability that I am completely deaf in my right ear and only 27 percent hearing in my left ear I am legally deaf and I asked him over and over to write down the managers information for me because I couldnt hear anything he was saying. And then a slot attend went to write it down for me and he Continued to block him from writing it down. I asked for some one that spoke Sign language he denied me of that as well. His name was **** and how do I file a complaint that they did not recognize my handicap and totally ignored me?
Business Response
Date: 08/25/2022
Subject: ************

Case: 17730865

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

Its unfortunate that the guest encountered a miscommunication in the Casino. There was an issue addressed with our Casino Staff while onboard ship. Our staff undertook their due diligence in researching the concern that was brought to our attention. Its clear that **************** was dissatisfied with the final resolution and expressed concern about how he was treated by staff. He was given an opportunity to address this concern with a higher level of leadership onboard.We have reviewed and stand by the decision made onboard the ship.

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: 08/25/2022

Complaint: 17730865

I am rejecting this response because:

Sincerely,

*********************** Iii
Customer Answer
Date: 08/31/2022
Royal Caribbean assistant manager and manager and slot attendant at the casino did not listen when I told them repeatedly that I had a handicap and could not hear anything they where saying . I asked over and over if we could move to a spot that had less people so we could try and communicate and they refused me every single time.. its all on camera just look please.. and in rental Caribbeans response they say I had the chance to take it to a higher authority but yet I went to ************** and stood in line for an hour only for them to tell me that they dont get in matters of the casino but yet I tried to tell them this is an a matter of just a Casino this is a matter of their employees and especially upper management not recognizing my handicap/Disability and having employees that are trained or know how to deal with disabilities the lack of that is alarming.. I would also like to know if the BBB could guide me where I could file a complaint Against Royal Caribbean for not having employees trained or understand disabilities thank you
Business Response
Date: 09/07/2022
Subject: ************

Case: ******** Booking 7379348

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Apologies were extended to the guest while onboard for how he perceived his interaction with the staff. Additionally, our records indicate that the issue raised by the guest was thoroughly reviewed and addressed. Therefore, the guests concern has been resolved. Furthermore, Royal Caribbean Group is an industry leader in providing services and assistance for our guests with disabilities and special needs.
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

Complaint: 17730865

I am rejecting this response because: I was not contacted by any staff at Royal Caribbean on board or after I brought this to their attention. In fact they just tried to sweep it all under the rug like they are doing now. Their staff is far from trained to deal with people with disabilities or handicaps. I will forward this complaint to the attorney generals office . Because its obvious they dont take this serious ! Just like they didnt take it serious on the ship. And made me look like a fool . If what they are saying is true then I ask them to submit something, anything supporting what they are saying. But they can not because it is not true! At one point I even tried to record the way I was treated time and time again and I was threatened by them saying I was not allowed to record and I asked them to show me where it says Im not allowed to record and they could not. Royal Caribbean needs to be investigated for not being trained properly on how to deal with disabilities or handicaps

Sincerely,

***************************
Initial Complaint
Date:08/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We departed the Mariner of the Seas on 7/25/2022 and after notifying the casino on 7/23 that my points were wrong, they promised to reassess the points and correct my offers within 3-4 business days. We had booked our cruise with NextCruise and told them we had specific dates and needed this resolved so we could book everything as it impacted multiple rooms and a large family. I call Royal Caribbean to get this fixed on 7/27, 8/2, 8/4, 8/11, 8/15, 8/16, and 8/17 to get this fixed. I have spent a total of over 25 HOURS on the phone with the totally incapable people in *************** who do nothing but blow smoke and promise leadership or a supervisor will call back within ***** hours and it never happens. I get stuck on hold for HOURS waiting for a US representative and have been lied to about everything. After 3 weeks of trying to get this resolved, they are now claiming that they are out of 3 person rooms, but the ship has over 100 rooms available for double occupancy and they refuse to fix this. This has been a nightmare and 100% the fault of Royal Caribbean. The people in *************** are very nice but they have zero authority and don't have a clue how things work. I have heard every excuse in the book and I have taken screen shots of call logs to calculate HOW MUCH TIME I'M ON THE ***** and recorded calls - it is ridiculous how long you sit and wait because they have to ping other people to make decisions. You can never get a person who can make a decision and no one ever actually returns a phone call.
Business Response
Date: 08/30/2022
Subject: *******

Case: 17729218

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

Its unfortunate that the guest encountered a discrepancy with his points. We show that a point dispute was processed for ******************. After investigating his data, we identified that a correction was needed. This guests information has now been updated to reflect an accurate amount of ***** Club Royale points.

As for his future reservation,we may have reached our occupancy capacity for the voyage he chose when initially booking. Upon further review, our records indicate that his December booking ******* was modified to a triple occupancy as requested. Therefore, an amicable resolution was provided for both concerns.

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:08/16/2022
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.
Royal Caribbean is no longer a respected good customer caring company! I have been a long time, Royal Caribbean customer. When I book for **********************, in the past, I will only book for Royal Caribbean. From my May 2022 cruise vacation, I totally change my loyalty and will never book for Royal Caribbean again.We went on the Royal Caribbean ship Vision of the Sea and caught COVID-19 on the ship. Since we do not have proper COVID-19 NEGATIVE document, we cannot get on original booked fly and return home in ***. Before we get off the ship, guest services desk called us and pass two documents through our cabinet door. She said someone will get us in the morning, and ****** us off the ship, we will have to find hotel ourselves, the Royal Caribbean will allow us up to $250 per night for hotel allowance, and up to $100 per person for daily meal allowance. They will only cover for 4 Days of detained in foreign country. Did not say anything else.Now, we are back home and submit our original receipts for reimbursement, and they told us due that we have eat outside of hotel, so they will not reimbursement for any of the meal costs. And for my husband and I, 4 days of retention of unfamiliar location, the meal cost is up to $800. Now, they are refused to refund this amount of expenses. The reason was we were eating outside of hotel.The point is No one instructed us that we can not eat outside of hotel.**************** is not required that COVID-19 carrier must be stay and quarantine in the hotel. Even the letter from Royal Caribbean in writing to inform us that.Such company should honor what they promise to the customer. Otherwise, who can trust to use their services in the future!?
Business Response
Date: 08/24/2022
Subject: Shi

Case: 17723289

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

As a goodwill gesture and to help curb the spread of covid-19 we have made the decision to offer compensation to those that test positive onboard and need to quarantine before returning home. The intent of isolation is to limit the spread of COVID-19 by having guests stay in one place and not travel to places where other people could potentially be exposed to the virus.

Since the guests were travelling to pick up or dine-in for the meals shown in the submitted receipts, this is felt to be an exit of isolation. As such, we are unable to offer isolation related compensation for this party.

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:08/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 30, 2022 my husband and I heard from an advertisement that Royal Caribbean Cruise line would now be allowing guests to sail regardless of vaccination status for Covid 19. On July 30th we called Royal Caribbean and spoke with a representative who confirmed that this was in fact correct. On July 31, 2022 my husband and I again called to confirm that unvaccinated individuals were able to now sail. The woman representative on the phone explained that as of August 8, 2022 all unvaccinated individuals were indeed allowed to said on Royal Caribbean cruise lines, however some ports were not allowed to disembark depending on their vaccine requirements. At this time we asked to confirm the cruise we would be taking and if its ports would allow us to disembark, the rep informed us that the cruise leaving out of *** ************** on August 26 and returning August 29 was allowed to sale even if unvaccinated. The rep asked if we would like to book, we explained we had it all set and would book online. On Aug 4 a $400 deposit was made and on Aug 8 the remaining $1,076.99 was made. Aug 14, while confirming our pre boarding we noticed our balcony room was not on the reservation, we called to confirm the balcony and this is when we learned we were unable to sale due to our vaccination status. We explained that we were informed of the opposite and that we were told by a RC rep that we were able to sale prior to our booking and that even on their website it states we can sale if unvaccinated as long as we take a PCR test w a negative result.(Pic attached) RC is now refusing to refund our money. This is Theft by deception and is FRAUD on RC part as we would have never booked this cruise knowing we could not board. We want our money back in full. We have all the dates and times when we called confirming no vaccine was necessary. We are now out the cruise money and hotel, car and air fair as well due to Royal Caribbean false information and negligence. WE WANT OUR FULL REFUND.
Business Response
Date: 08/24/2022
Subject: ****

Case: 17722791

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

We show that a full refund was offered to this party for the booking cancellation however, it hasnt been processed. We apologize for the inconvenience. A request has been made to refund $1,332.00 to the guests **** ending in ****. Disbursement of the funds may take up to 2 weeks. We appreciate your continued patience regarding this matter.

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

Sincerely,

Guest Experience Management
Initial Complaint
Date:08/14/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to you as a customer that has had terrible service from your staff. I purchased a ticket on January 5th, 2020 for a cruise on June 1st, 2020. Booking ID's ******* and ******************************* certificate with Hilton Grand Vacations). I called in March to ask if my cruise was getting cancelled due to COVID-19. I was advised that it was and they would take care of it and refund me. I waited about a week and received an email saying it was cancelled. I checked with my bank and saw that only a few hundred dollars was refunded. I called and was told this was for the taxes and I was going to be receiving the rest of the refund in a cruise with confidence credit. I was never aware of this when calling in the first time. I requested the full refund and was declined. I called many times and was given the same answer which was "You called to have your cruise cancelled" which is not the case. I called to verify if it was cancelled to make other travel arrangements (Cancel flights, hotel, rental car, etc...) I then was told about the option of getting a full refund due to the cruises being cancelled due to COVID-19. I called to do this and was told again I was not eligible because "I called to cancel" which was not the case as mentioned before the agent cancelled because it was being cancelled because of COVID. I am very disappointed in the customer service I have received. I have asked to be called back from a manager multiple times and I have yet to get a call. The last time I asked for this was two weeks ago. I understand that with COVID things have been very busy, but I should get a call within a reasonable time frame. I am requesting a full refund of both tickets, the one I paid full price for, and the cruise certificate that I was given. I really would like to get this taken care of cordially. Please contact me with any questions and the results. I appreciate your cooperation. Original Case ********
Business Response
Date: 08/23/2022
Subject: ********

Case: 17715994

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

We show that the guest called our office on 3/24/2020 to request cancellation.This party was advised of the Cruise with Confidence policy, which provided guests with Future Cruise Certificates, for their paid cruise fare and they would only receive a refund of the taxes and fees paid. ******************** agreed to this offer, and it has been fulfilled by us. Our office has extensively reviewed this matter for ********************, and we find that no service failure has occurred. With this being the case, we must stand firm in our final decision to decline the refund requested.

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: 08/24/2022

Complaint: 17715994

I am rejecting this response because this company will not stand behind their word. The day after I was advised by their employee that my cruise would be cancelled because of COVID, they started offering full refunds. I would not have cancelled if it wasnt advised for me to do so by their employee. Just refund me and cancel the cruise certificates. I will not be traveling with you. Stand behind your word that you gave everyone else. I am the one you got screwed because I did my due diligence and called to ask if the cruise was going to be cancelled and was told it was soon.

Sincerely,

***********************
Business Response
Date: 08/26/2022
Subject: ********

Case: 17715994

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

The Cruise with Confidence (***) program was introduced on March 6th, 2020 which provides guests the freedom to cancel their cruise up to 48 hours prior to departure for a Future Cruise Certificate for the cruise fare paid. This program does not have a reimbursement option. Once the decision to cancel has been received by us, the booking is considered canceled at that point in time, and any changes or announcements regarding the sailing that happen later have no further impact on the canceled reservation.
This party was advised of the Cruise with Confidence policy, ******************* accepted the offer and was made aware that only taxes and fees paid would be refunded. The *** FCCs and refunds have been satisfied by us. Our office has heavily reviewed this matter for this guest, and we find that no service failure has transpired. With this being the case, we must stand firm in our final decision to decline the requested 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:08/13/2022
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.
Prior to my July 3rd sailing on Royal Caribbeans ******** I purchased a July 10th excursion to **** ********************* for $119. While on the cruise the *** informed me that the excursion has been canceled and I would receive a refund within **** days of the cruise ending. The cruise ended on July 10th and I have not received a refund. Ive contacted the company via their website 4 times and via email 3 times and to this date I have no clear answer or resolution.
Business Response
Date: 08/22/2022
Subject: ***************************

Case: 17713791

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

Were sorry for any misunderstanding pertaining to reimbursement for the tour. A refund for $119.00 has been submitted for this guest. The refund will be issued to the guests MasterCard ending in ****. Additionally, processing time may take up to 5-7 business days to be finalized. We appreciate the guests continued patience while we resolve this matter.

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

Sincerely,

Guest Experience Management
Initial Complaint
Date:08/12/2022
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 6/9/2021 $500 was paid to Royal Caribbean as deposit for 3/18/2022-3/27/2022 Cruise, Reservation # *******. Paid with previous credit card.On 9/9/2021 the Cruise was cancelled due to Covid. Since then, I tried to get my money back several times without success, every time they tell me, it should be a few more days. And never gets credited to my account.
Business Response
Date: 08/22/2022
Subject: Roman

Case: 17709960

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

We apologize that the information on processing was not adequately explained. We attempted to reimburse the $500.00 from reservation ******* which failed due to funds not being available.

Upon further investigation, we discovered that the payment was transferred by these guests to a new reservation *******. Therefore, a request has been made to refund the $500.00 back to the respective credit card on file initially used for payment. Processing may take up to 2-3 weeks to be finalized.

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: 08/22/2022

Complaint: 17709960

I am rejecting this response because: In 3 previous occasions they said it would be credited to my Credit Card, wait 2 to 3 weeks and never arrived, like they did on their response. So, I will wait for the next 3 weeks and then I will write back when I get my money back

Sincerely,

*********************
Business Response
Date: 08/26/2022
Subject: Roman

Case: 17709960

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

We undertested the guests frustration due to the length of time its taking to finalize reimbursement. The refund request has been escalated to expedite payment as soon as possible. Therefore, disbursement should be completed to **************** MasterCard ending in **** within **** business days.

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:08/12/2022
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 the second day of our 8 day cruise, my wife and I both got food poisoning. Thanks RCL. Mine was mild, but my wife got so bad, she got an infection and high fever, which the ships medical could not control, and sent her to the hospital. Her high fever led to atrial fibrillation. We had to leave the ship on day 2. Not only were they uninterested in covering any of our hospital or hotel expenses. They refused to give us a refund or FCC. This is abysmal service. You should all be aware of how they treat passengers who get sick on board. And I am certain it is their food that made us sick.
Business Response
Date: 08/19/2022
Subject: ******

Case: 17708319

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

The safety and well-being of our guests is our highest priority. This includes upholding rigorous sanitation and safety standards for both food safety and our public areas. We show no verification that this party became ill due to the food provided onboard the ship.

It is not our practice to provide compensation to those who become ill onboard. In section 4 of our Cruise Ticket Contract (CTC) that guests must agree to in order to sail, it states that guests acknowledge and accept the risk that they may be exposed to communicable illnesses which is inherent in most activities where people interact and share common facilities. This includes while onboard, in terminals or boarding areas, during activities in the ports, or traveling to or from their cruise vacation. While we recognize this was a difficult situation, we are unable to provide compensation for this concern. The CTC is available to review here:

https://www.royalcaribbean.com/content/dam/royal/resources/pdf/cruise-ticket-contract.pdf

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

Sincerely,

Guest Experience Management
Initial Complaint
Date:08/11/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have made a reservation for the trip 7-night western Caribbean cruise for the dates of May 22- May 29 2022 with Liberty of the Sea ship from ********* **. Reservation ID # *******. There was a nonrefundable deposit for $500. After 30 days policy stated there is no refund for the tickets but only for taxes. I had to cancel my trip due to family concerns. The cancellation was made on 05/18/2022. Confirmation number E738Y9E. The agent stated the refund may take between **** days for the amount of $262.50. I have contacted an agent on 06/25/2022 again. The agent stated that the request has been processed and is in the system, it will take another ***** day for the refund. Today is August 11, 2022. It has been more then 30 days. I am requesting for my tax refund as soon as possible. I have complied on cancellation regulation with Royal Caribbean Policy. I do not want to wait any longer for my refund. Thank you for your time and effort.
Business Response
Date: 08/19/2022
Subject: *******

Case: 17704939

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

We show that the refund due for taxes & fees was disbursed as of May 20, 2022. If this party doesnt see the refund, we suggest that they reach out to their financial institution for further clarification.

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

Sincerely,

Guest Experience Management

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Royal Caribbean Group is NOT a BBB Accredited Business.