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

1,426 total complaints in the last 3 years.
434 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: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
Initial Complaint
Date:02/21/2025
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.
The toilets on our cruise overflowed onto our luggage and a credit was supposed to be issued for ***** per person on my next cruise, now they say there was a one year expiration date, i was told this would be valid whenever the next cruise was on the boat.
Business Response
Date: 02/24/2025
Subject: Redal

Case: ******** Booking 986553

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 Mr. ****** 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:02/21/2025
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.
My wife and I spent 8 days aboard Vision of the Seas on sailing date 2/13/2025. We were put in room #**** and spent 1 night in the room. On Day 2 after coming back from dinner we found a bed bug on the bed, caught it and brought it to ***** services. Now we wondered if we had been bitten and would they be in our luggage. We then went back to the room and stayed for inspection, which was found positive. We were assigned into another room (#****), were told to only take what we could for the night and offered medical. Now we became hypersensitive and examined the room. In the morning of Day 3, we were told to put everything that we had in room #**** in our suitcases and they would wash and steam them for free. We received them that evening and again was offered medical. We had to take time to repack and try to assure ourselves that we were not bringing any bed bugs home. On Day 4, however, I woke up with a big swollen itchy red patch that was very painful. We went to ***** services and had to make an appointment for Medical and bed bug bite verified. I was given ******** and ************** cream. We received phone call from Housekeeping Supervisor on Day 7 offering us a 20% discount based on the cruise fare paid for the current sailing. We kindly refused and rebutted with an offer of $800.00 onboard credit/refund and a 30% discount. On Day 8, we again, went to guest services and spoke with Senior ***** Services Officer that informed us he would give us the 30% discount based on the cruise fare paid for the current sailing but no onboard credit/refund. He stated that on the ship they are limited in what they can offer for these types of situations, that he would only be able to give a onboard credit of $100-150 so offering 30% would be much better. Feeling tired and drained, we accepted the 30%, however, since he said that they were limited, I'm asking Royal ***** Experience Management to reconsider. We would like a 50% discount instead. Please review attached.
Business Response
Date: 02/25/2025
Subject: *****
Case: ******** - Booking #******
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the 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

Customer Answer
Date: 02/26/2025

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:02/21/2025
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.
On January 17, 2025, I took a group cruise on Royal Caribbeans Liberty of the Seas. It was a group of 36 people in the group. I had purchased two waterpark tickets and my cousin told me she had included us in her cabana. What I did not understand was that her cabana purchase included waterpark tickets. We did not use our waterpark tickets and used hers. When we returned to the ship, I went to the customer service desk to explain the problem. I spoke to **** who stated that he would send an email and I would hear from the excursion team. I did not hear from the team and it time to get off the ship early the next morning and I did not have time to get back to the desk because I spent approximately half an hour the night prior. When I returned home, I immediately called customer service and then exchanged several phone calls and emails. Every single person told me no email was sent on the ship and that I had not made a request. This is very frustrating because this was only a three day cruise and I spent a decent amount of time at the desk trying to sort out this issue on Sunday January 19, 2025. The most frustrating part is that they are all telling me that no email was sent, which means I was misled and wasted my time. They then emailed to tell me I would need to send a subpoena to get a record of the ships log when I asked why they had no record of the email sent by their employee. Overall, I am severely disappointed by their customer service and will choose another ********************** line for future group and family cruises.
Business Response
Date: 02/24/2025
Subject: ******/1479730
Case: 22971090
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
According to our records, the Waterpark tickets would have had to have been canceled 48 hours in advance to receive a refund. In addition, there is no record of a request for a refund on the ship reports or on our ship logs. Therefore, we are unable to offer a refund.
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: 02/24/2025

Complaint: 22971090

I am rejecting this response because:

I understand the 48 hour rule but we didnt become aware of the overlap until the time of the incident. Additionally, I went to the service desk and spoke to a person ****** for about half an hour. I am upset that there is no record of this especially when he stated he was sending an email and I would be contacted.

Sincerely,

********* ******
Business Response
Date: 02/25/2025
**Subject: ******/1479730**
**Case: 22971090**

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond. We apologize that this situation remains a concern for Ms. ***************** have a set policy that we need to comply with. Royal Caribbean offers full refunds for shore excursions that are canceled up to 48 hours before the ship arrives at port. You can cancel excursions pre-cruise by calling Royal Caribbean or using the Cruise Planner. Once on board, you can cancel at the Shore Excursion desk or Guest Relations.

Unfortunately, our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved. We apologize if 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: 02/25/2025

Complaint: 22971090

I am rejecting this response because:
You may close this out but i do not accept your response. Your company refuses to acknowledge what I keep asking about my visit to the service desk and being told an email was sent and that I would receive a response. Your blatant disregard of half of my complaint makes it obvious that you have poor communication and customer service amongst your own company. As a consumer, I will just exercise my right to never travel with you again and make sure that I communicate your poor service with my community and other customers I encounter.

Sincerely,

********* ******
Initial Complaint
Date:02/20/2025
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.
My name is ******* *****. My wife, **** *****, and my 2 kids are booked on a European Cruise leaving ********* on June 30, 2025. The Reservation Number is *******. To date, we have paid $1,824.99 towards the cruise. My wife lost her job recently. As a result we lost a significant amount of money that we need to pay our bills, pay our mortgage, and ensure that our kids have a quality of life.I tried contacting Royal Caribbean on February 10, 2025 and was placed on hold for a lengthy amount of time before I hung up. I further messages them on February 14, 2025 and received an automated response that they were investigating the matter. I have not received a reply to date. When I initially purchased the cruise, I was told that final payment was due on 3/14/25 or else I would lose the entire amount that we paid. We can not longer afford the cruise given the recent job loss. We also cannot afford to lose the entire balance.While we do expect to be in a financial position to take a cruise in the future, right now, my family and I really need a complete refund so that we can put the funds towards our bills that we have due. I booked the cruise through a 3rd party site initially. When I contacted them, they indicated that Royal Caribbean refused to provide me with a refund and suggested that I reach out to Royal Caribbean directly which I did as noted above. We respectfully request a full refund of all amounts paid totaling $1,824.99. I would greatly and humbly appreciate any consideration you can provide.I am happy to speak with you and provide and additional documentation you need. I can be reached at ***************** or ************.Thank you very much.
Business Response
Date: 02/23/2025
Subject: Baren/3413577
Case: 22969479
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
According to our records, this matter was resolved on February 20, 2025, with the guests Travel Agent. Please have guest contact his travel Agent for any additional information he may require.
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: 02/24/2025

Complaint: 22969479

I spoke with Royal Caribbean on February 20. At the time, Royal Caribbean agreed to wai e the transfer fee forvthe booming of a new cruise.
My wife and I needed to discuss the new cruise that we wanted to transfer the amount we paid to. The Royal Caribbean agent indicates that he would call me on February 24 to initiate the transfer.
Royal Caribbean failed to do so. I would appreciate it if someone from Royal Caribbean could give me a call back to complete the transfer.
If they cant call me back, please issue me an immediate refund. I csn be reached at 847-807-9344or ****************************.
Thanks,
******* *****
Business Response
Date: 02/25/2025
Subject: Baren
Case: ********-Booking *******

Subject: Baren**
Case: ******** - Booking #*******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond. We apologize that this situation remains a concern for *************************** party is currently booked on a cruise set to sail on June 30, 2025, on the Voyage of the Seas, and the reservation is under a travel agency. Please note that Royal Caribbean International enters into contractual agreements with the travel agencies 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. As the travel partner acts as the liaison for guests, we must ask that Mr. ***** reach out to his travel agency for any specific changes regarding his reservation.

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: 02/26/2025

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:02/20/2025
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 want my money back after a horrible experience with Royal Caribbean Icon of the Sea as they serve hair in your food, rotten watermelon and open chocolate milk worker put it up on the counter and my son was watching him put it up there and dirty drinking glasses and they wanted me to hush hush and give them a great review and they didnt do what I wanted for all the horrible service and experience my family and I went through and we paid over ***** dollars and they are crooks and wont make it right. Horrible service that doesnt exist with especially the elderly and not helping them! I already submitted my survey that was very truthful about them and their horrible service. They scam u will not putting much liquor into an alcoholic drink to spend way less on their liquor and make more money on drinks thats ridiculous when drinks are so expensive to begin with! No service on their own island on CoCoCay which is beyond me and Im not the only one that went through this! The food quality is not good in the dining room thats why we only went once. All the Indian managers at ********** know this and so does the chef as they came to our table and a manager named ******
Business Response
Date: 02/23/2025
Subject: ******/1688856
Case: 22967065
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
According to our records, guest reported finding hair in your food, receiving rotten watermelon, onboard the ship. These occurrences are completely unacceptable and do not reflect the high standards of service and quality that we strive to uphold. Guest was offered a fresh meal and declined.Guest was also offered fresh watermelon; goodies were sent to the stateroom,and a Tour of the galley was offered. Guest agreed.
We also regret to learn about the lack of service she experienced, particularly on our private island, CocoCay, the disappointing food quality in the dining room, and the quality and quantity of alcohol in the drinks. This feedback is invaluable to us, and we will use it to improve our customer service and training programs. However, we are unable to offer any additional compensation regarding these issues.
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: 02/24/2025

Complaint: 22967065

I am rejecting this response because: Royal Carribean staff didnt attempt to solve the issue nor did they compensate me or my family for this horrible experience, and since no outcome I proceeded to guest service to inform them of this along with the noise you constantly hear in our room which shouldnt even happen for the price of ***** the maintenance men came late at night to try and fix the problem and really should HAVE given us a FREE CRUISE because the ship is BRABD NEW and SHOULDNT be making noise everywhere in the room and they came multiple times to try and fix it but werent successful! We were so disappointed with ALL this hype of this BRAND NEW ship but it had all this rattling noise and the faster we sailed the LOUDER it got and it wakes you up from trying to get some good sleep!! Something is even going on with employee Washy Washy and he was taken out of his position and is unhappy I can see it in his face! All I want is my money back!! Let the truth be known!! We could settle this if you would give me my money back! Why would I be writing this if it was wasnt the truth and the truth hurts but Im not going to sugarcoat anything!
Sincerely,

****** ******
Business Response
Date: 02/25/2025
Subject: ******/1688856
Case: 22967065
Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.
According to our records, guest did complain to our ************** Desk about persistent noise issues in the stateroom that disrupted their sleep and overall cruise experience. We understand that our maintenance team attempted to resolve the issue multiple times without success. Therefore, the guest was offered and accepted a Future Cruise Credit for 15% of the cruise fare paid per person on February 11, 2025, by the ******************** Department Supervisor. The **** were sent to the guest at the email on file February 25, 2025.
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
Company sent me a email and I have NEVER agreed to accept this in compensation for the troubles nor did they ask me! All this to stay hush hush and all I want is my money back!! Please just refund my money royal Caribbean!!! This is ridiculous and I want a refund so many others have had a horrible experience like I have!
Customer Answer
Date: 03/01/2025

Complaint: 22967065

I am rejecting this response because:
I NEVER agreed or wanted a 15 percent discount for ANOTHER cruise after what my family and I experienced nor did I agree to this thing I guess in the main dining room and strawberries are NOT going to cut where I spent over ***** dollars and I just want a refund! You sent me a email with the 15 percent discount and stated I agreed to that which I NEVER agreed to and you just wouldnt honor anything I wanted so I have to take only whats given to me? No I dont have to accept anything and I want my money back thats all I want
Sincerely,

****** ******
Initial Complaint
Date:02/19/2025
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.
PLEASE SEE THE ATTACHMENT.
Business Response
Date: 02/24/2025
Subject: *******/*******, *******, *******, 7295122
Case: 22961653
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
First and foremost, we sincerely apologize for the disruption to the guest meticulously planned vacation. We understand that the original itinerary, including the stop at Perfect Day at *******, was a key selling point for the trip, and we recognize how important this experience was for the travel party.
On February 14, 2025, the guest was informed via email that due to unforeseen docking issues and overbooking, the Perfect Day at CocoCay stop has been replaced with a visit to the ********************. We understand that this change significantly impacts the unique experience they were looking forward to, and we regret any frustration and inconvenience this has caused.
However, there are times where changes are unavoidable,and our brochures and our cruise ticket contract do reflect that we may have to change a ships itinerary for various reasons.
Please refer to the link below for additional information regarding missed ports and itinerary changes:
*************************************************************************************************
We do have to follow policy out of fairness to all impacted guests with the same situation. Therefore, we are unable to offer individual exceptions and increase the Onboard Credit offered.
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: 02/24/2025

Dear Royal Guest Experience Management,

Thank you for your response. However, after reviewing it carefully, I must respectfully express my dissatisfaction, as it does not appropriately address the significant impact of this itinerary change.

This is not a minor adjustmentPerfect Day at ******* is a premium destination with a considerably higher value than Grand Cayman. The substitution is not equivalent in terms of experience or cost, yet the compensation offered does not reflect this reality. I booked this itinerary in good faith, expecting Royal Caribbean to deliver on its commitment.
I also take issue with the timeline of this change. Given Royal Caribbeans advanced booking and logistical systems, it is concerning that it took four months to recognize and communicate this overbooking issue. This raises questions about oversight and transparency, and I cannot help but feel that my travel party was upsold on an experience that Royal Caribbean was ultimately unable to provide.

To be clear, I am not asking for a policy exception, but rather a resolution that fairly accounts for the circumstances. A minimum of $200 per room is a more reasonable and proportionate goodwill gesture considering the substantial difference in value between the original and revised itinerary.

I ask that this matter be escalated for further review. I truly hope Royal Caribbean will reconsider its stance and provide a resolution that acknowledges the concerns of its customers. I appreciate your time and attention and look forward to your response.

Sincerely,

****** *******, II
Business Response
Date: 02/25/2025
Subject: ****** *******
Case: 22961653
Booking: *******, *******, *******, 7295122

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond. We are sorry that this situation remains *. *******.

There may be times when things do not go the way we had intended. We understand the guest disappointment regarding the change in your cruise's itinerary

As previous stated we do have to follow policy out of fairness to all impacted guests with the same situation. Therefore, we are unable to offer individual exceptions and increase the Onboard Credit offered.
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: 02/25/2025
Subject: Re: ****** ******* Case: 22961653

Dear *** **********,

My position remains firm and finalI remain disgusted and disappointed by Royal Caribbeans handling of this matter.
Your response does not provide a meaningful resolution but rather reiterates a canned policy statement that fails to acknowledge the substantial downgrade in value that my travel party has been forced to accept.

This is not about an exception. It is about fairness and accountability. Perfect Day at CocoCay is a premium destination, and replacing it with Grand Cayman is not an equal exchangeyet the compensation offered is both inadequate and dismissive of this reality. Furthermore, it is unacceptable that it took four months to recognize and communicate this issue despite the advanced booking systems at Royal Caribbeans disposal.

I once again urge you to escalate this matter to senior leadership for proper review. If Royal Caribbean chooses to stand by this response, I will have no choice but to escalate my complaint through all available consumer and regulatory channels.
I expect a response that demonstrates a genuine commitment to customer satisfaction and ethical business practices.

Sincerely,

****** *******, II
Initial Complaint
Date:02/17/2025
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.
We were scheduled to travel in January with Royal Caribbean January 2025. My parents both became severely ill at the end of November per the attached letters. My dad was in the hospital from November 25, 2024 to February 5, 2025 and is at home now on bed care unable to move. My mom had an accident and was hospitalized from November 27, 2025 until December 22, 2024 and she needs 24 hour care. Due to these reasons and I am the primary caregiver (***** **** and ******* *********) we were unable to go on our cruise. I asked for a future credit for this cruise and I was told they only give refunds. I had a previous credit from COVID for $500.00 that I applied for this cruise and I have not received that money back. I am asking for a refund for this cruise or a future credit that I can use. We were all set to be on this cruise but my parent's became ill and was out of my control and I needed to be here to take care of them.
Business Response
Date: 02/17/2025
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 Ms. ***** however, the information provided is not enough to locate the parent's 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

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

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Royal Caribbean Group is NOT a BBB Accredited Business.