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

  1007 North American Way Miami, FL 33132

• 

  Royal Caribbean International

  4729 S Palisade St Wichita, KS 67217-4925

• 

  Royal Caribbean Group

  14700 Caribbean Way Miramar, FL 33027-4161

• 

  Royal Caribbean

  815 Channelside Dr Tampa, FL 33602-4200

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

• Initial Complaint

  Date:02/16/2025

  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.

  I booked a cruise with Royal Caribbean on January 8th, 2024 for $2197.82. The cruise I booked was to set sail on February 23rd, 2025 and go to ********, ************ and ***********. The *** Meraviglia struck Pier 3 West in ************ April 11, 2024 causing the ship that I booked with Royal unable to dock there. Royal Caribbean decided with the damage to the ***************** that the replacement ports would be ********, ******* and *******, *****. ***** currently has a level 4 travel advisory ban telling citizens to Do Not Travel from the US government and ******* currently has a level 3 travel advisory warning telling citizens to reconsider travel. Royal Caribbean is the owner of ******* and their decision to change both ports to those countries jeopardizes their customers well being for profit. After calling several times and requesting to speak with managers multiple times, I was told that there was no ability to switch my cruise or receive any future cruise credits to rebook. I couldnt receive any onboard credit and my choices were to go to countries that I am uncomfortable with or lose over $2,000. Royal Caribbean did not communicate this event with customers that unfortunately booked with them when the damage to the dock happened. Instead ** decided to wait until 1/23/25 to notify customers. Curious as to why ** decided to wait this long to notify customers. Perhaps the below cancellation schedule explains why they wanted to wait until 30 days out to force customers to go to less desirable ******** to 75 Days Prior to Sailing-25% Per Guest 74 to 61 Days Prior to Sailing-50% Per Guest 60 to 31 Days Prior to Sailing-75% Per Guest 30 to 0 Days Prior to Sailing-100% Per Guest RC continues to offer cruises going to ************ knowing that the dock cannot be used by oasis class ships and will not communicate this to customers until it is too late for even a partial refund. (I havent been able to purchase dining or excursions either because of tech issues on their part)

  Business Response

  Date: 02/21/2025

  Subject: **** ****
  Case: 22949236
  Booking: 4800309
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We understand that itinerary changes can be disappointing for our guests. 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 are aware of the recent travel advisory for *****. The safety and security of our guests is our top *********** *******, we have our own security and controlled access, allowing only Royal Caribbean employees and guests to enter. The civil unrest taking place in ************** is 128 miles south of our private destination, *******. The drive, on less-than-ideal road conditions, would take more than six and a half hours from ************** to *******. In the meantime, we are continuing to monitor the situation very closely with local authorities and our security team. Should anything change regarding our visits to *******, we will contact any impacted guests and travel agents immediately.
  

  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 offer any compensation.

  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:02/15/2025

  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.

  Reservation number 799-0075 Still waiting on a refund. Ive called numerous times. They said I wouldve seen a refund within three weeks. Nothing has ever shown up. *************** of this immediately.

  Business Response

  Date: 02/21/2025

  Subject: **** ******
  Case: 22945460
  Booking: 7990075
  
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
  
  We apologize for the delay in processing Mr. ****** refund. We have escalated the case to our accounting department to expedite the refund of $188.21 to the credit card ending in 1007. Please allow up to two billing cycles for the refund to appear on the guests credit card statement.
  

  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: 02/22/2025

   
  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:02/14/2025

  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.

  Submitting on behalf of ******* *******. While sailing in October 2022, put down a $200 deposit for open booking for Icon of the Sea. At the time, Icon of the Sea was a concept, but was informed would be able reserve a cabin once Icon went out. **** did not start sailing until January 2024. No email confirmation or notice was sent out between October 2022 until to date concerning the $200 deposit. After 2 years, we called to redeem the deposit. After being on the phone for over 4 hours, and speaking to 3 different agents, we were told that the deposit was only valid for 1 year. When informed that this was not communicate or relied, the matter was escalated to a supervisor. His name is **** and his employee no. ****** and is supervisor for star desk. He went on to inform us that if had booked the 2022 sailing through a third party, any notification concerning any future booking done on board would have gone to the third party and it was the third party's responsibility. When I advise that this explanation did not make much sense because it was Royal agents on the cruise that took the deposit and Royal showed up on her credit card statement. **** then confirmed that yes third-party agents are not on board any of their ships and do not take deposit but nevertheless it was not their fault that she did not receive any notification. When expressed that Icon did not start sailing until January 2024, almost a year and a half from when she made her deposit, **** explained that even though she was communicated it was for Icon, it was our responsibility to request to use for another sailing even though the deposit was for Icon only. He then asked why we were now interested in calling in for the deposit and insinuated that we were acting with ulterior motives. Again, advise we were trying to redeem and did not know there was a deadline. When asked to speak to another supervisor, the call was placed on hold and later dropped by them with no resolution.

  Business Response

  Date: 02/17/2025

  Subject: Gonzlez /  ******* *******
  Case: 22943590
  
  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 her 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
  
  

  Customer Answer

  Date: 02/28/2025

  Good afternoon, 

  We have reviewed the response and last communication requesting a confirmation/reference number. As previously mentioned, it was an open booking deposit for Icon of the Sea. ******* does not have in her possession the immediate reference number. However, when we reach out to Royal Caribbean prior to submitting the Complaint, they were able to find the transaction when looking back at her account. Her ********************** number is *********. Please let me know if additional information is needed. 
  

  Thank you, 

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22943590
  
  Good afternoon, 
  
  We have reviewed the response and last communication requesting a confirmation/reference number. As previously mentioned, it was an open booking deposit for Icon of the Sea. ******* does not have in her possession the immediate reference number. However, when we reach out to Royal Caribbean prior to submitting the Complaint, they were able to find the transaction when looking back at her account. Her ********************** number is *********. Please let me know if additional information is needed. 
  
  Thank you,  

   
  ********* ********

  Business Response

  Date: 03/04/2025

  Subject: ********
  Case: ******* Booking #********, 9327476,1799674
  
  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 Ms. ******** regarding this concern. In order to proceed with addressing Ms. ******* ********* concerns, we require permission from the guest to discuss the matter with Ms. ********* ********.
  
  We are committed to resolving this issue promptly. Ms. ******* can reach us at **************.
  
  Thank you for your cooperation.

  Sincerely,
  
  ****** **********
  Royal Guest Experience Management
  
  

   

• Initial Complaint

  Date:02/14/2025

  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.

  I am writing to formally file a complaint regarding my familys devastating experience on April 27, 2022. We were denied boarding despite providing medical documentation proving that my daughter could not receive the COVID-19 vaccine due to a medical condition. This decision was not only unfair but also deeply traumatizing for my child, who has since struggled emotionally, feeling responsible for something beyond her ********** the time, we were assured that we would receive a full refund of $2,031.55. Additionally, the Captain personally promised to assist us and provided his business card for direct contact. However, despite repeated attempts to reach out, we have received no response, and no refund has been issued. We have been met with silence and a complete lack of accountability from Royal Caribbean, adding to our frustration and distress.The emotional impact on my daughter has been profound. She still suffers from feelings of guilt and anxiety, believing that she ruined our familys trip. Watching her struggle with this has been heartbreaking. As parents, we work hard to provide our children with happy experiences, yet Royal Caribbean turned our dream vacation into a nightmare. Not only did we lose our money, but we also endured unnecessary emotional trauma.I am demanding immediate actioneither a full refund, as originally promised, or the ability to use the amount as credit toward a future cruise. This situation has caused significant financial and emotional hardship, and it is unacceptable that we have been ignored for this long. I expect a prompt response and resolution to this matter.Thank you for your immediate attention to this issue. I look forward to hearing from you soon.

  Business Response

  Date: 02/18/2025

  Case: ******** Booking #******* - Sailing on Navigator of the Seas, April 27, 2022
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
  
  We regret that this situation continues to be a concern for Ms. ******* This matter was addressed three years ago, and all requirements for sailing were thoroughly reviewed with the guest at that time.
  
  However, our decision will not be amended. We have thoroughly addressed all concerns in our previous correspondence and consider this matter resolved.
  
  We understand that this situation has been distressing and apologize for any inconvenience caused. Our policies are established to ensure the health and safety of all our guests and crew members, and we must adhere to these guidelines without exception.
  
  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:02/14/2025

  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.

  I made a reservation with the cruise line. My reservation was canceled (by Royal Caribbean). According to my bank, Royal Caribbean has my money (*******), however, I've just been on the phone with an ********** *** who informed me that they have no record of receiving my payment.This is a lot of money for me and I need to get it back!

  Business Response

  Date: 02/16/2025

  Subject: *****
  Case: 22941127
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We require the reservation number, ship and sail date. This information is needed in order to research and assist further.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,

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

• Initial Complaint

  Date:02/13/2025

  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.

  Subject: Urgent Complaint Gift Card Not Applied to Balance Dear RCCL,I am writing to formally express my frustration regarding a gift card that has not been applied to my cruise balance. I purchased a $100 gift card and attempted to use it towards my booking for reservation # *******. However, despite following the correct procedure, emailing ************************************************ the amount has not been deducted from my balance and my remaining cruise balance needs to be paid off soon.I have reached out to customer service a few times and was advised that the issue would be resolved, yet there has been no update to my account balance. This has caused unnecessary stress and inconvenience, as I was relying on this payment method to finalize my booking.I kindly request immediate action to apply the gift card to my balance as intended. Additionally, please confirm in writing when the update has been made. If there are any issues preventing this from being processed, I would appreciate a detailed explanation and a prompt resolution.I look forward to your swift response. Please contact me at with any updates.Sincerely,****** ****** ************

  Business Response

  Date: 02/17/2025

  Subject: ******/ 6059806
  Case: 22936379
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

  According to our records, guest was advised to send the gift certificate information and the reservation number to ************************************************ on February 11, 2025. We did receive the information from the guest on that date. Guest was also advised this could take up to 10 business days. Guest will receive a response from ************************************************ when the gift certificate has been applied.

  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:02/12/2025

  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.

  1/12/2025 Booked cruise for $2246.96 at @ 11pm. Was told would be fully refunded if cancelled within 24 hourswhich it was. 2/1/2025-2/7/2025. 1/13/2025 Found better deal on same cruise and date which I booked. Cancelled original booking within 13 hours of booking and was told I would receive full refund in 7-10 business days. 1/15/2025 $222.00 back to original credit card 1/17/2025 $255.96 back to original credit card 1/29/2025 call again asking for rest of refund. ?***** 1/30/2025 call again asking for rest of refund. ?**** 2/1/2025 leave on cruise. 2/4/2025 $1591 back to original credit card. 2/7/2025 arrive back from cruise. credit card charged $100 for pool towels that WERE RETURNED and documented at port towel huts!! ****** home. 2/8/2025 call again. I am still short $178 of original payment plus I have $100 towel charge! Now I am owed $278 back. I am told by ?***** I can expect to see refund no later than 2/11/2025. 2/12/2025 today has been 1 month and many more phone calls than I did not even documented early on. I am so frustrated. This is unacceptable! I hate to just call my credit card company for them to credit me as I feel Royal Carribean should be accountable. You will see the $178 is CRCR-Vacation Protection Plan but that should have been refunded as it IS part of the original purchase promised to be refunded if cancelled within 24 hours. It should not have been posted until after 24 hours. My other complaint is that much of the time I had a very hard time understanding the people I was talking with on the phone. Should I just call my credit card company? Please advise.

  Business Response

  Date: 02/16/2025

  Subject: ****** ******* & *******
  Case: 22919895
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  According to our records for reservation # *******, a request for the refund for the pool towels was made on February 12, 2025. The refund takes 7-10 business days for processing.

  In addition, for reservation # *******, another request for the refund in the amount of $178.00 USD guest is owed for the Royal Caribbean Travel Protection was made on February *******. The refund takes 7-10 business days for processing.
  
  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

   
  Complaint: 22935333
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 02/26/2025

  Hello *****,

  I have still have not received the credit back to my original form of payment in the amount of $175. I also would like compensation of some sort from Royal Caribbean for all the hassle and time this has caused me. 
  Thank you,
  ***** ******

  Customer Answer

  Date: 02/26/2025

  Hello,

  I still have NOT received the credit owed to me by Royal Caribbean in the amount of $178. Additionally I would like compensation for all of the hassle and time I have had with this.

  Thank you,

  ***** ******

  Customer Answer

  Date: 03/03/2025

  I have NOT received my $178 refund from Royal Caribbean as of today. Please respond. 

  Customer Answer

  Date: 03/03/2025

  I have NOT received my $178 refund from Royal Caribbean as of today. Please respond. 

  Business Response

  Date: 03/03/2025

  Subject: ******

  Case: ******** Booking 1447394
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond. 

  We apologize for the delay in Mrs. ****** receiving her refund. This case has been escalated to our accounting department to expedite her refund as soon as possible.

  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:02/10/2025

  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 husband and I were married by the ships captain on the cruise ship Navigator of the Seas through Royal Caribbean cruise lines. Our date of sailing was 5/10/2024 and we were married at sea on 5/11/2024. The wedding coordinating department explained to us that our signed marriage certificate paperwork would be submitted to the ******* (where our marriage license was obtained) for recording and once completed, our recorded copy would be mailed to us and that the whole process usually takes around 16 weeks. We waited the expected amount of time and then began an inquiry with Royal Caribbean to check on the status because we never received our recorded marriage certificate. After numerous attempts to call and email the company, the only response we have gotten is that they are following up and will get back to us. Its now been 9 months since we got married and we still do not have our legal marriage certificate. We cannot move forward with our marriage until we receive this document. Updating our ***** and trusts, bank accounts and large purchases, changing our legal names, medical insurance changes, etc. The lack of empathy and response from Royal Caribbean has been appalling. I cannot even get someone to confirm if our paperwork was even submitted to the *******, they continually say they will get back to us. I did not want to go this route but I dont know what more I can do other than retaining an attorney to help us get our legal document and I dont want to go that route. Please help push them along!!! The cruise was booked under **** ***** and ******* ********. If needed, I can documentation and receipts and contracts but Im unable to attach to this form because its larger than 5mb

  Business Response

  Date: 02/18/2025

  Subject: Corengia
  
  Case: ******** Booking #*******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
  
  We sincerely apologize for the delay in the guest not receiving her marriage license. Rest assured; we take all concerns very seriously. 
  
  I have attempted to contact the guest but have been unable to reach her. Please have the guest provide us with the best time and contact number so that we can further discuss her concerns. 
  
  Thank you for your assistance. We await further reply.

  Sincerely,

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

  Customer Answer

  Date: 02/24/2025

   
  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:02/09/2025

  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 have been in contact with royal for a while regarding my upcoming cruise #******* First, *** had rude ***resentatives who would never answer my questions. They would place me on hold for ********************************************* asking simple questions about why I was having an issue seeing things on my app. The most recent issue I had with them was I spoke to a supervisor regarding these issues and he kindly gave me $100 onboard credit and food to my room. When I asked the *** I was talking to most recently asking to confirm that the food was listed, he told me a food item I cant have due to my dietary restrictions. He told me what Id like instead to ***lace the food item and told me hed talk to his supervisor to switch it. Minutes later, he told me it couldnt be changed. When I told him that I have a dietary restriction and cant eat it, but was told I would get this as a mini compensation and that I was frustrated they couldnt change it, he went off on me saying Royal Caribbean considers that content and language to be inappropriate. If you continue to send improper messages, I will have to end our chat session. All I said was go ahead and I was going to ***ort royal here for not taking into consideration my dietary restriction. His response was they dont tolerate inappropriate responses all I said was the truth and how frustrated I was that he wasnt able to take into consideration my dietary restrictions. This cruise is in a week and Im beyond concerned about the trip because of they way everyone has been treating me. Maybe if I submit this, theyll finally understand as a customer the pain and agony they put me through! Royal you should be ashamed and embarrassed of yourselves and its going to take a lot more than fruit and $100 onboard credit to fix this issue for me. I am still going on this cruise because its my vacation with my fiance celebrating our engagement and future wedding in June, but this company needs to fix things.

  Business Response

  Date: 02/16/2025

  Subject: ******
  Case: 22919895
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Please advise the guest we require the correct reservation number, ship and sail date. This information is needed in order to research and assist further.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,

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

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22919895
  
  I am rejecting this response because I had provided the necessary information above and this clearly shows my complaint was not read. My name is ******* ****** with my guest **** ***. Sailing date was February 16th, Oddysey of the seas with reservation #*******. Id appreciate if the issues Ive encountered with you guys since the beginning of all of this can finally be addressed. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/20/2025

  Subject: ******/6912785
  Case: 22919895

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

  We thank the guest for taking the time to share the recent experiences with us regarding her current sailing, booking number #*******. We deeply regret the frustration and dissatisfaction she faced while attempting to resolve her concerns.

  First and foremost, we sincerely apologize for the rude and unhelpful interactions she had with our representatives. This experience does not reflect the high standards of service we aim to uphold.

  
  In addition, we understand the importance of accommodating dietary restrictions and the frustration she experienced when attempting to confirm the food item we provided as a goodwill gesture. It is concerning to hear about the inappropriate response she received when expressing her dietary needs.

  This feedback is invaluable to us, and we will use it to improve our customer service and training programs. We deeply regret that her experience with Royal Caribbean has led to such dissatisfaction and disappointment.

  We are committed to resolving any matter promptly and to our guests satisfaction. Therefore, if Ms. ****** has any further concerns or requires additional assistance, please her to not hesitate to contact our ************** Desk onboard. Our staff will be happy to assist.

  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: 02/21/2025

   
  Complaint: 22919895
  
  I am rejecting this response because again, apologizing doesnt help the fact that all of this happened. The guest service desk on board cant do anything because they dont know the history I have with customer service online. Id appreciate further assistance and further compensation for this issue. Its really frustrating how this is being ignored and Id appreciate someone who can actually resolve this issue and take it seriousl:

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

• Initial Complaint

  Date:02/09/2025

  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.

  I booked reservation #******* for my daughters surprise 21st birthday. My daughter stopped the relationship with her friend who was on the reservation. I called customer service 1/16/25 to have him removed. Was told I would lose my deposit and instead keep him on or replaced him so I replaced him with another guest. I asked for the reservation number to be changed for fear he would try to cancel reservation because he had the reservation number. Was told I would lose deposit and just watch my reservation. Also he would not be able to cancel because he was no longer listed on the reservation. I attempted to make a payment 2/8/25 but reservation was no available. **************** when I called told me ****** had called on 2/4/25 to cancel the reservation. After looking further into the situation, the representative found that someone who pretended to be my daughter used the chat option under Royal Caribbean website and cancelled the reservation. I asked why an email was not sent to me and I was told emails are not sent when a reservation is cancelled. I was told I had lost my $750 deposit.I had to rebook and pay again $750 for a deposit for reservation#*******. Previous price was $2973.00 and now have to pay $3942.00. My previous price could not be offered. New reservation was offered with a passcode which was not offered previously. If it was offered before this could have been avoided. I dont feel I should be losing $1,719 for safety measures that were not offered to me with my previous concerns and allow cancellation via chat. I have sailed with Royal Carribean numerous times and feel disheartened that now I have to pay more for a reservation if offered protection when concern was mentioned could have been avoided.

  Business Response

  Date: 02/17/2025

  Subject: ******** *******
  
  Case: ******** Bookings ******* & *******
  

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

  Unfortunately,we will not be able to honor the difference in prices. Unless a security measure is indicated by the guest at the time of booking, passcodes are not offered. Our records show there was no indication from the guest on booking #*******, and no information was provided to the representative regarding this concern. However, we do show that a passcode was requested for the second booking, #*******, due to the incident on the case.
  

  We appreciate the guest's loyalty to Royal Caribbean and understand their frustration. However, our decision will not be amended. We have thoroughly reviewed the situation and consider this matter resolved.
  

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

  Sincerely,
  
  ****** **********
  Royal Guest Experience Management