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

  815 Channelside Dr Tampa, FL 33602-4200

• 

  Royal Caribbean International

  4729 S Palisade St Wichita, KS 67217-4925

• 

  Royal Caribbean Group

  14700 Caribbean Way Miramar, FL 33027-4161

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:07/29/2022

  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 a travel agent trying to resolve an issue for a set of clients. Original Cruise scheduled June 28, 2020. Due to Covid, clients chose to cancel their trip before Royal Caribbean had officially canceled it. Cruise rescheduled to June 27, **** with use of FCC. This cruise WAS affected by the global cruise line shutdown. April 7, 2021 I spoke a customer service agent, ******. He told me that within 30 days clients would receive a new FCC or the option of a full refund. He guaranteed that clients would get 100% refund of their deposit. Clients never received refund option. I have called and spoken to resolution services twice since ******. The agents were ******* and ******. BOTH resolution representatives said they were going to listen to the tape of the original conversation that stated clients would get a refund. BOTH said that they would get to me by email. I never got an email or response, client has not gotten a refund,. April 17, 2022 I emailed as many people as I could at Royal Caribbean to get a resolution. ********************************** responded that she would be my personal agent to assist and help resolve the issue. After that initial email, I never heard back from her or anyone with Royal Caribbean. I have emailed 3 additional times with no response. July of 2022 I contacted our BDM, *********************. I received an automated response and never heard from her at all. This was 3 families that were traveling together. There have been many changes since originally booking a cruise prior to the pandemic. The oldest client is 82 and has health concerns. One of the families have gone through a divorce and cannot travel. Another of the individuals have moved away to college and not available to travel. A full refund is their only option. This was promised to them and never given. Client is owed $2250.9389101- ******, *********************** (lead guest needing refund) *******- ******, ************************* ******- ******** ******* *************************** *******- *****, ***************************

  Business Response

  Date: 08/11/2022

  Subject: ********
  
  Case:17641874
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Our records show that our office has been in contact with ******************** regarding her clients refund request. We believe we have found an amicable resolution.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management

• Initial Complaint

  Date:07/26/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservation #******* ******************* ***************************** Date of Sail: 07/22-07/25 I scheduled a cruise on the Navigator of the Seas online and had booked a room with a queen **** I called Royal Carribean customer service twice prior to my ********************** and spoke to an agent to confirm that my traveling companion (*****************************) would have another bed to sleep in, as I am morbid obese and needed both beds pushed together to make a queen size bed and I was told that my request would be accommodated. However, very late into the night on day one upon return to the room there were no "extra" beds and my roommate had to sleep on the very small and uncomfortable couch all three days. I reported this problem to a ship crew member and they entered the room and attempted to see if the couch would convert to a bed to no avail. The employee also screened the walls for ****** beds also to no avail. Today, I called the Royal Caribbean customer service number today and was on the line for a total of 49 minutes while the representative looked into my complaint. She stated that she did not find any notes about me requesting another bed and the line got disconnected and a return call was never received from Royal Caribbean. I would like this looked into as I am requesting a partial refund for accommodations that were purchased and promised but that were not provided.

  Business Response

  Date: 08/08/2022

  Subject: *****
  
  Case:17628782
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  In reviewing our records, we can see that the stateroom that this party has reserved can accommodate a rollaway bed if one is requested but we have no record of this being requested prior to the sailing. Additionally, as the comfort and well-being of our guests is our highest priority, should any concern arise, we urge our guests to make our staff aware of any questions or concerns that they have. Our records from the sailing do not show that this party made our staff aware that they needed an additional bed. It is not our practice to refund for issues when our staff are not given opportunity to resolve the issue while onboard. As such, we are unable to provide compensation for this concern.
  
  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: 08/08/2022

   
  Complaint: 17628782
  
  I am rejecting this response because: after I had made my initial reservation online. I called a representative twice to confirm the bed situation on two esprate occasions. I was assured that this room had a wall ****** bed. She stated in some situations the wall ****** bed is not available and then they have to request a roll away bed. 
  

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

  Business Response

  Date: 08/16/2022

  Subject: *****
  
  Case:17628782
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Please note that staterooms are either equipped with ****** beds that can be used for additional guests or they are not. These beds are secured to the wall of the stateroom and cannot be added or removed on a case by case basis. The stateroom that this party booked, stateroom ****, does not have a ****** bed but can accommodate a rollaway bed if it is requested. Our records do not show that this was requested for this reservation either pre-cruise or once onboard. As such, we must again respectfully decline the requested resolution in this case. Guests can see how many guests a stateroom can typically accommodate on our website by viewing the deck plans here:
  
  https://www.royalcaribbean.com/cruise-ships/navigator-of-the-seas/deck-plans/2176/07
  
  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: 08/17/2022

   
  Complaint: 17628782
  
  I am rejecting this response because:

  Have you checked the notes throughly? I find it hard to believe that 2 of my conversations were not noted. I also was told from another representative that she had to search really hard but she found the note of me requesting a third bed. I will never use Royal Caribbean ever again and I will continue to discourage family and friends from utilizing your services. 

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

• Initial Complaint

  Date:07/26/2022

  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.

  In 2020, I booked two (2) tickets for a ****** Canal Royal Caribbean Cruise for January, 2021 through *************** using my debit card ending in ****. Because of Covid, Royal Caribbean canceled the January, 2021 cruise and gave me cruise credit and I rebooked the same ****** Canal Royal Caribbean Cruise for January, 2022. Again because of Covid, Royal Caribbean cancelled the January, 2022 cruise. At that time, I requested a refund for the two fares and did not rebook a cruise. Royal Caribbean issued four (4) refunds, two (2) refunds for the tax were sent to debit card **** and two (2) refunds for the fares were sent to the debit card ending in **** that I had used to book the original cruise in 2020. However, when Royal Caribbean issued the two (2) refunds for the fares in February **************************** ****, that debit card had already expired and the bank subsequently taken over by Truist so the debit card ending in **** was no longer valid. I have spent the last 4+ months trying to get a refund check issued to me. I have provided a copy of my bank statement showing that only the refund for the tax sent to debit card **** was received and the refund for the fares sent to debit card **** was not received by my bank. Royal Caribbean is insisting that all four (4) refunds went through but has not provided written confirmation that the refunds for the two (2) fares went through for my bank to track. My bank is insisting that the fare refunds to card ************************************************************************************************ February 2022. Royal Caribbean is refusing to talk with *************** and/or me to get this resolved and I'm owed over $1,200 in a refund for two (2) fares. I am requesting a check be written to me for the full refund and mailed to my home address. Thank you for your assistance in this regard.

  Business Response

  Date: 08/08/2022

  Subject: ******
  
  Case:17626059
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Please note that we are required to issue refunds to the original form of payment. Our records show that the Future Cruise Certificates (FCCs) that this party had received for their reservation on the January 25, 2021 sailing of the Vision of the Seas was applied to two reservations, ******* and *******. Reservation ******* was for the January 24, 2022 sailing of the Vision of the Seas and was also cancelled due to an extension of our Global Suspension and a full refund was issued to the original forms of payment and we do not currently show that those funds have been returned to us. Reservation  ******* was on the December 4, 2022 sailing of the Wonder of the Seas which was cancelled due to a change in event planning.The FCCs that had been applied to this reservation were reissued as per the cancellation notice that was sent to guests and travel partners.
  
  Royal Caribbean International enters into contractual agreements with the travel agency with which we do business. This contract states that we cannot release information or make changes (with a few very minor exceptions) to a reservation without the consent and knowledge of the agency. While we can advise that our records show that the refund to the card in question was disbursed on February 2,2022 from reservation *******, we must ask that **************** speak with her travel agent if she would like more specific details about the refund or the FCCs from reservation *******.
  
  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:07/25/2022

  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.

  We have a upcoming cruise, and the normally book but as I was quite ill with covid, I got my friend to book who used his European card. I now see the prices are more expensive and this seems quite discriminatory for people outside ******* and ******. I am a US resident, but I would like to be given an explanation for these higher prices.The best way to contact me at this time is via email Regards

  Business Response

  Date: 08/05/2022

  Subject: Bredn
  
  Case: 17622467
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We run different promotions in different markets. This booking was created in ****** market, and as such, is subject to the promotions available in that market. There was approximately 30 days from the time reserved until final payment was due in which the booking could have been cancelled and fully refunded so that the guests could rebook in USD. This was not done.
  
  There is no service failure on our part.As such, no compensation offers can be given.
  
  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: 08/11/2022

   
  Complaint: 17622467
  
  I am rejecting this response because: it is not that there is a service failure but it is due to the practices of different pricing is discriminatory and I do not accept this.  
  

  Thus, this shall be the last time I shall travel with your cruise line unless you match the US price. We are resident and are US citizens. The person booking was using a vpn. Be that as it may, I shall also be creating a website warning others of this issue and may take this further as I am not satisfied with the customer service thus far. 
  

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

  Business Response

  Date: 08/16/2022

  Subject: Bredn
  
  Case: 17622467
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  It is a very common practice for the costs of goods and services to vary in international markets. This can be for a variety of reasons, and this practice is not exclusive to the cruise line industry or our company.
  
  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:07/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 2022 i booked a cruise for my partner and I . We were informed by the customer service rep that we only had to pay gratuity the day of the cruise. From the 7/19 (the day of our cruise) to 7/23 (the last day of our cruise) these folks double , triple and quadruple charge me. The total end up being about ************************************************************************ that , those were pending transactions and it would dropped on the last day of our cruise. Last night (7/22) my balance was at ZERO dollars, when we produced to leave we was informed that I owed them ******, Im showing miss Virginia at customer service that my account (on the mobile app that I no longer have access too) is at zero and and she argued with me that it wasnt . She made me refresh the app about 7 times , made me put it on airplane mode cause she said that the app was wrong . When I already paid off my balance , she wasnt allowing us to get off the cruise until I paid off the remaining balance . As I proceed to paid off the balance , she charged me ************************************************************************** had. On 7/23 at 6:08PM (at this time Im off the cruise and long gone ) they left me in the negatives and charged me 4 other transactions Im not familiar with . I called my bank and they informed me they cant do anything about it until the transaction settled !

  Business Response

  Date: 08/05/2022

  Subject: *****
  
  Case: 17616195
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We advise guests on our website that we place pre-authorization holds on guests credit card accounts during the cruise.See the information at the following link: https://www.royalcaribbean.com/faq/questions/seapass-copy-request
  
  We are truly sorry that this party was not prepared for such holds, and it caused them to receive fees from their bank. Likely by this time those holds have expired and been removed from the account. If any NSF fees remain then we kindly ask that this party send us documentation showing this to us at ********************************************* so we can reimburse them accordingly.
  
  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:07/23/2022

  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.

  I booked a Royal Caribbean cruise through ****** Travel on May 29, 2022. During confirming the purchase, the booking site crashed. I waited for a while but I did not see a booking confirmation so I proceeded to book it again. Around June 2nd, 2022 I saw two charges on my credit card so I reached out to Royal Caribbean and ****** to sort it out. One is for the booking I want. The other is the phantom booking that I do not need. The booking (*******) showed only on Royal Caribbean's database but not on ******'s. Since Royal Caribbean refused to work with me so I had to loop ****** Travel's representative in to talk with them. Royal Caribbean agreed to cancel the booking and to refund the money in the amount of $896.42. On June 6, ******************************************************* amounts of $200.00, $401.68, and $214.42. There was $80.32 missing. I called Royal Caribbean asking the the missing refund. Again, they refused to talk with me. So I had to call ****** Travel to ask for my refund. Royal Caribbean said they would refund the money back but I never got that money back. So I contacted Royal Caribbean through ****** Travel many times (more than 4) from June to July but I still never got the money. Royal Caribbean always said that I would get the money back in 3-5 business days so I gave them an extra week each time before I reached out to them.As of July 23, 2022, I still have not got that money. Royal Caribbean always gave an excuse like there was a request but resolution team did not see the request. Last time that I and ****** Travel called them on July 14, 2022, Royal Caribbean stated that the resolution team did not see the request but they talked with the team directly and I should receive the money in 3-5 business days. Yet here I am still waiting. There is no deny that they did not acknowledge my request because how they refunded only a partial amount. I believe it's their intention not to give the money back.

  Business Response

  Date: 08/05/2022

  Subject: Choomwiset
  
  Case: 17615921
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Our records show that this refund was completed two days after this filing was submitted. We believe this issue may have already been 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:07/23/2022

  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.

  There is a cruise on August 1, 2022 with Royal Caribbean Quantum of the Seas it appears there is something wrong with the engine since June 26, 2022 a fire I believe. Many of the Ports are shorten or non existent and half of the places we were to go to have been eliminated since the ship must travel slower due to faulty engine. I expected to go to all of the Ports on a cruise and since this is an on-going problem I should be compensated for half of an experience. I paid *******. I in return expected to have an enjoyable cruise and see ALL of the sights that were originally planned. 8/1 -8/8/2022 leaving from *******. This is a bucket list trip and with the way the economy is and the fact that I am retired and with COVID a problem for travelers, I have been looking forward to this vacation. I am getting less and paying the same cost. 7 night ****** Glacier Cruise Reservation ******* I am traveling with *****************************. I may never be able to go to ****** again.

  Business Response

  Date: 08/05/2022

  Subject:*******
  
  Case: 17614760
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We are sorry for any disappointment with the itinerary changes. We do all possible to avoid such changes, however, sometimes despite our best efforts we must do so. Since the sailing has already begun, we trust ****************** is onboard having a great time.
  
  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:07/23/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is **********************************. I was on the Royal Caribbean cruise ship Wonder of the Seas for a crossing from ***** to ********* from April 20th to May 4th. I purchased some art, jewelry and spa treatment to a total of ******** which is on the bill. I requested ******** to be charged to the credit card ending **** which is from ********** and ******** on my debit card ending **** which is from BNC bank. This can be seen on the bill. For some reason ******** plus an additional ******** was taken from my ********** account. This was not even an account requested. I stayed on in Barcelona for some days and then spent a week in ******. When I arrived home, I noticed this problem on the bank mail. I called Royal Caribbean phone number ************** and spent almost 3 hours on the phone. The reference number of the complaint is 1-572-8222-83366. I talked to ******** which said the money would be returned within approximately 30 days. i went to my ********** and explained the situation and they said id the money returned in 30 days this would not create a problem nor hinder my credit. When the 30 days passed, I checked my account and the money had not been returned. I called Royal Caribbean again and they informed me the money would be in my account in a few days. Till now nothing has been done. This created a big problem because my credit card was automatic deposit, and the account was overdrawn because of this which in turn influenced my credit. I lost my husband, and my son took me on this particular cruise for my birthday and a remembrance of my husband since we cruise frequently. Something that was planned to be positive became a nightmare.

  Business Response

  Date: 08/04/2022

  Subject: *******
  
  Case:  17613295
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We are sorry that the payment split request onboard was not processed appropriately. Our records show that $1000 was disputed via the credit card company and the transaction reversed, as requested.We believe that this will have resolved the complaint.
  
  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: 08/12/2022

   
  Complaint: 17613295
  
  I am rejecting this response because:
  Royal Caribian promissed to correct their mistake within a month and did not. This caused my account to be canceled due to overdraft. My credit rate was influenced also. They charced my credit card the way it should have been done right away but took two months to return the money. They also overcharged me.

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

  Business Response

  Date: 08/19/2022

  Subject: *******
  
  Case: 17613295
  
  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 recharge but it failed so were unable to move forward with the refund.Additionally, if the guest was charged any NSF fees, verification would need to be provided for further review.

  We apologize that the charges onboard were not placed as requested. We will look into what happened so we can make future improvements in our future onboard operations.
  
  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:07/22/2022

  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.

  I booked a cruise directly with them on May 17, 2022. I received a confirmation from that stated "Secure Booking" I paid $200 and it stated that could pay the rest by Feb. 2 . I owed a remaining balance of ******. I received an email on July 3, 2022 indicating that i was credited $200. No explanation. I called today and the rep could ot explain it wither. She got a supervsior on the line and they stated at first she couldn't find the reason then stated it was because of possible of it being Charted? and that *** mean they no longer are going to that destination. A friend of mine also had a similiar experience. We looked online and see they are being sold for $2k a piece..... i believe this is not right. We secured an amount and paid our money and now they gambled and sold our room to a higher bidder? This is wrong!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business Response

  Date: 08/04/2022

  Subject: ****
  
  Case:  17612987
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  As per the Cruise Ticket Contract, we do reserve the right to cancel, modify, or postpone the sailing at our own discretion without notice. The sailing was cancelled and all guests on the same sailing were made to either change ship / sail date or cancel for a full refund. We are sorry for the any disappointment this has caused, and thank this party for their understanding.
  
  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:07/21/2022

  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 July 18th 2022 we were denied boarding due to my birth certificate and my sister's birth certificate. We were dinied boarding because we didn't present a ** birth certificate dispite that we both showed proof of citizenship with our passports. Prior to boarding day we called on different occasions to make sure that our documents will be sufficient. I specifically made a call on April 27th at 5:25 pm to costumer service number Spanish line. I spoke with a representative who told us that that our IDs will be fine to board because our passports were expired. My sister made another call and she was told to bring her birth certificate + ID as is stated on the registration we brought those specific documents. We were a group of 10 people 3 adults and 7 kids. On the guess booklet never said incase of a non certified state birth certificate bring your US Naturalization documents either. 4 different families were turned down that same day because of the same reason. We trust Royal Caribbean representatives and now we aren't able to receive a full refund only taxes and fees which is not even 10% of what we spent. we aren't able to reschedule. I called customer service again to open an investigation and track the recordings because we fully trust what we were advised to bring. We hope that Royal Caribbean meet us at least half way with a fair resolution. Everyone was physically and emotional affected specially my poor kids . Thank you for reading, hopefully this will help someone in the future.

  Business Response

  Date: 08/04/2022

  Subject:********
  
  Case:  17599102
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  It is the guests responsibility to identify and obtain the proper documents for travel. We advise of this on our website www.RoyalCaribbean.com, in the electronic documents, and on the booking invoices. We show no evidence that the guests were given any misinformation about documents needed for boarding.As such, no compensation can be provided. We recommend they file a claim with their travel protection.
  
  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: 08/07/2022

   
  Complaint: 17599102
  
  I am rejecting this response because:

  We were mislead by Royal Caribbean representatives regarding the documentation needed to board. I have been calling almost daily to royal caribbean and they were able to find my recording of the calls made from me. There is evidence of my calls and my sister's calls asking what did we needed to bring in replacement of our passports. On their page and emails said a "birth certificate " + ID . It was not specified at all it needed to be a U.S birth certificate. We went through a lot of emotional damage and financial difficulties after we were kicked out. The Royal Caribbean representatives at the ***************** **. Me and my 4 kids all under 12 years old and my sister kids under 12 years old as well were treated like garbage . How is that fair? We read the requirements and we had questions that's why we called and we were advised to bring our birth certificates and IDs and we still got denied boarding.  All we want is a fair resolution from both parties, I will appreciate your understanding and time regarding this matter thank you.

  
  Sincerely,
  
  Any ********

  Business Response

  Date: 08/16/2022

  Subject: ********
  
  Case: 17599102
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Our records show that the bookings were created April 27, 2022. On that same day the guest had a phone call with our agent about dining and asked about passports. Upon reviewing the call, we hear our agent advise her yes, as the guest is Honduran Citizen and does not have US birth certificate. This was at 6:36 pm. The correct information was provided by our staff and our previous resolution stands.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management