Business Profile

Cruises

Royal Caribbean Group

Headquarters

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Complaints

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

Customer Complaints Summary

1,425 total complaints in the last 3 years.
430 complaints closed in the last 12 months.

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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:02/08/2025
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.
Booked a cruise re # for two people a $200.00 deposit was made, the second ***** is not able to travel due to medical problems, I called Royal Caribbean to see if I could change to another cruise date, was told by the rep ***** I couldnt do this without addition to $200 told her I wasnt able to do that at this moment she advised me that if I didnt pay the full balance payment by 5 PMtoday that I would lose my $200 deposit anyway, I asked her it was the partial refund she said no
Business Response
Date: 02/13/2025
Subject: ****

Case: ******** Booking 2496857

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

We appreciate this opportunity to respond. Ms. **** has booked on a cruise set to sail on April 21, 2025, on the Liberty of the Seas. After further reviewing our records when a reservation is booked online there is a section at the bottom of every page throughout the booking process regarding the non- refundable deposit being paid. Our records indicate she booked a Non-Refundable deposit. Per our policy, should the reservation be canceled reimbursement will not be provided, with this being the case, we must stand firm in our final decision to decline the refund requested.

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

****** **********
Royal Guest Experience Management
Initial Complaint
Date:02/07/2025
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.
We were promised a credit of $200.00 by *** once we provided a doctor note saying my pregnant wife could not travel for an upcoming May 23rd cruise on Radiance of the Seas. My reservation number is *******. My wife is due May 26th which is during the cruise. Now they are saying they can only offer a $200.00 voucher that expires. I had previously asked to apply the $200.00 to a cruise we just booked and sailed (we didn't have a note at the time so they said no) in January. They told me that once I provided a note, they'd credit my credit card.
Business Response
Date: 02/11/2025
Subject: ******

Case: ******** Booking 9545773

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

We have attempted to contact the guest but have been unsuccessful. However, we have made a special exception to refund the guest instead of issuing a Future Cruise Certificate, in the amount of $200.00.

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: 02/12/2025

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.
I spoke to ****** today via phone and as stated she agreed to refund the $200.00. I do appreciate her help finding a resolution. Thank you.

Sincerely,

****** ******
Initial Complaint
Date:02/07/2025
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 am writing to formally express my dissatisfaction regarding the assignment of my stateroom for my upcoming cruise with Royal Caribbean.After booking my cruise, I was assured by representatives that I would have the opportunity to update or change my stateroom location prior to departure. However, I was recently informed that my stateroom assignment is final, and I am unable to make any changes, which is contrary to what I was led to believe.I understand that cruise operations can be complex; however, I feel that clear communication is essential to maintain customer satisfaction. Being unable to modify my stateroom assignment has caused me considerable frustration and concern, as I am now placed in a room that does not meet my preferences. This situation has diminished my excitement for the trip, which is disappointing.I kindly request that Royal Caribbean look into this matter. I would appreciate any options available to resolve the ************ reservation number is 5065600.Thank you.
Business Response
Date: 02/11/2025
Subject: *****
Case: ******** Booking #*******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
It is unfortunate that this party is dissatisfied with our Stateroom Guarantee policy. A guarantee entails that the guest forfeits selecting an actual stateroom for the possibility of an upgrade while maintaining the original price point for the category selected. There is no assurance made as to location or type, as the actual selection of the stateroom will be at our discretion. Should the guest have specific needs, we recommend that they reserve a stateroom best suited to their preferences. Please have the guest contact our reservations department at ************** so a representative can further assist in checking the availability of cabins. Please keep in mind that rates are subject to change.
Thank you for bringing this matter to our attention. We value the opportunity to address our guests' concerns.

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:02/06/2025
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.
Since the beginning I spoke to customer service representative telling them I am pregnant and they never informed me about their policy. I spoked multiple times with them because I wanted to purchased their beverage package and told them I was pregnant and they never told me I couldnt travel because of their policy. I went to my **. *********** and my ** was the one who informed me to asked them if I needed a letter from her behalf giving me the clearance. When I spoke to a representative a few days later they informed me I couldnt travel regarding my gestation weeks. They told me i needed a letter from my ** certified and they would give me a full refund. They sent me an email letting me know it was going to be only a certificate and not a refund. All of the information Royal has provided so far is very misleading and deceptive. Taking advantage of the fact that I am in a pregnant stage and am unable to do my due diligence being in vulnerable state does not seem fair to me as a consumer. Should they have had some kind of notification prior to completing the booking, wouldve avoided this back and forth and loss of time, effort and most importantly money. I booked the reservation on January ****** for the amount of $1,393.20 and it was paid through my credit card.
Business Response
Date: 02/10/2025
Subject: ******
Case: ******** Booking # *******

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

We have been in contact with Ms. ****** regarding this concern. We believe we have found an amicable resolution.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:02/05/2025
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.
Cruise from ********* ***** to ******* ****** 02/03-02/08 royal carribean cruise My girlfriend opened the mirror cabinet in the bathroom in which the workers decided to leave a glass cup right on the ledge so when she opened it it broke on her foot and all over the bathroom and she was bleeding from cuts from the glass. After telling guest services they moved us to a room, they didnt bring anything to help us carry the luggage and the worker just took 1 single luggage while I carried 2 luggages and 2 book bags and another bag. We get in the new room and theres stains all over the bed and hairs and a big bright red stain on the floor. The WiFi is absolutely terrible in this second room as well.
Business Response
Date: 02/11/2025
Subject: ******,
Case: ******** Booking 7333879

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:02/04/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my dissatisfaction with our recent cruise on the Wonder of the Seas. My children, ****** ******* and ******* ******, and I stayed in Stateroom *****, and our experience was far below expectations, particularly concerning the hygiene of our accommodations. From the start, we faced issues including a clogged toilet. The responding plumber was unpleasant and wrongly accused us of flushing wipes, despite our brief time aboard. More concerning was the persistently wet carpet from the bathroom to the door, which worsened daily. By mid-cruise, the carpet was fully soaked, posing a severe hygiene risk and the potential for sickness from such unsanitary conditions. Despite multiple maintenance calls, the problem was not resolved, and the damp environment forced us to vacate our room repeatedly. Astonishingly, no alternative accommodations were offered, only a future cruise credit of 10%, which hardly compensates for the inconvenience and potential health risks we endured. This experience, coupled with poor customer service and unresolved follow-ups, has left us extremely disappointed. I urge management to contact me to discuss a more appropriate resolution. After calling the business today, I was told that 10 percent is the highest amount that can be issued-- was also advised that we were offered $400 credit and a bottle of wine, which is a lie! We were offered a $50.00 credit! ****** would have been equivalent to the *** credit amount of ******, which is still unacceptable with what we had to deal with on vacation.
Business Response
Date: 02/10/2025
Subject: *******

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

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

We have been in contact with ********** 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: 02/10/2025

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:02/04/2025
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.
My family and I went on a Royal Caribbean cruise this last week. My partner has dietary needs and although we were assured they would be fine and able to feed her she was starving the whole time and was given milk twice which made her incredibly sick. My bunk bed was so uncomfortable I slept for 9 nights on a mattress on the floor as nobody was willing to help or try to brain storm an idea to help me. Weve been on many cruises and none of them have been this bad. It was atrocious and we want a credit for the stress and lack is services we received.
Business Response
Date: 02/09/2025
Subject: ****** /7180916
Case # ********
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 already resolved by our ********************** on February 6, 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: 02/10/2025

Complaint: 22897553

I am rejecting this response because: no resolution was reached which is why I am filing this report and I will continue until a resolution is actually reached. I will not tolerate utter lack of customer service

Sincerely,

****** ******
Business Response
Date: 02/11/2025
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 that this situation remains a concern for Ms. ******* I attempted to reach out to the guest via phone but was unable to make contact. However, we have communicated with the guest via email.

We have taken note of the guest's feedback and shared it with our shipboard operations team to ensure that all information is recorded accurately and that we do not serve anything that could jeopardize the well-being of our guests. We apologize for the negative impact this incident had on Ms. ******** sailing experience with us.

Our records indicate that our ******************** has emailed Ms. ****** and, as a goodwill gesture, offered future cruise credits equivalent to a portion of the cruise fare paid for this sailing. This is an effort to restore her faith in our brand. Should she have any further questions, we kindly request that she provide us with a contact number and the best time to reach her so we can further discuss any further concerns.

Thank you for bringing this matter to our attention. We look forward to welcoming Ms. ****** back onboard soon.
Sincerely,

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

Customer Answer
Date: 02/11/2025

Complaint: 22897553

I am rejecting this response because: email and future cruise credits were never received.

Sincerely,

****** ******
Business Response
Date: 02/13/2025
Subject: ******

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

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Please know that we empathize with the inconveniences you experienced onboard. We are sorry to hear that you did not receive your Future Cruise Certificates. The offer will remain valid until February 6, 2026.

When finalizing plans for your next cruise vacation, please contact us at ************ and provide the following certificate number: 3-ZA6FL2D in the amount of $41.00. Our records show that a 25% discount was offered based on the cruise fare that was paid. Once you are ready with a new reservation, please inform the agent to transfer the credit to the new 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: 02/14/2025

Complaint: 22897553

I am rejecting this response because: 41$ is ridiculous for sleeping on the floor and being hungry for over a week.

Sincerely,

****** ******
Initial Complaint
Date:02/04/2025
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 booked our excursion through royal Caribbean. We checked in in the morning took a 45 minute ferry to the mainland, and then were stopped at the port of entry and frisked by police. After dealing with this corruption, we followed our tour guide to where the taxis were supposed to take us to the park, but it had already left (because we were dealing with officials)The tour guide, then forced us to sign a form, releasing them of liability, which he explained meant if anything happened to us that the excursion company was not responsible. Apparently this form meant we agreed to leave the excursion when that was not what we wanted to do. We were taken advantage of by the excursion group and locals. had we known signing this form was releasing the companies liability and not our own wed of never signed it. We trusted the company Royal booked us with who did nothing but take advantage of us being so far from home.I am being told by Royal Caribbean that they will not refund me because there, Subcontractor (the excursion company) will not refund them. I booked my entire trip through royal Caribbean, and my refunds should not be dependent on the Subcontractor s they hire. I own a company with subcontractors, and if they do something wrong guy as the company would make this, right.We have booked 4 trips over the last ~year through Royal and never had an issue remotely like this. We are expecting a resolution or may need to look for other trips in the future. How a business reacts to these types of issues is what will determine who stays a loyal customer vs finding alternatives
Business Response
Date: 02/10/2025
Subject: ********

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

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

We are sorry that this situation remains to Mr. *************** However, our decision will not be amended. When guests book a shore excursion and disembark at a port of call, they must adhere to the terms and conditions set forth by the tour company. In this instance, our review indicates that there was no service failure on our part. Regrettably, based on our policies and the terms and condition, we must decline the refund request.
We have thoroughly addressed all of your concerns and consider this matter resolved.

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:02/04/2025
Type:Delivery 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 through Royal Caribbean and I've paid in full. I received an email that Royal Caribbean was canceling my cruise. I have only received a partial refund, not the entire amount.
Business Response
Date: 02/09/2025
Subject: ***** / 6827475
Case # ********

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
According to our records, the guests sailing was canceled due to additional servicing beyond planned repairs and maintenance on the ship.
Guest is entitled to 100%refund. Guest has already been refunded for taxes, fees, and shore excursions. We have requested the remaining amount to be refunded to the guest, to be processed to the **** ending in 5812. Please advise the guest to allow 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: 02/10/2025

Complaint: 22896442

I am rejecting this response because: I should not have to wait 7 to 10 business 10 days to get my refund. I paid for my cruise in full, I was not granted 7 to 10 business days to get my bill paid so I do not want to wait any longer. I want the rest of my money

Sincerely,

******** *****
Business Response
Date: 02/11/2025
Subject:*****
Case:22896442 Booking 6827475

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

We have been in contact with Ms. ***** regarding this concern. We believe we have found an amicable resolution.

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

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:02/03/2025
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 trying to get ahold of my refund from Royal Caribbean. I have not received a refund of $2788.00 I had booked a cruise for January 25 2025 -February 2 2025. I called to book a massage on the boat, when the gentleman , of the royal Caribbean reservation desk, had told me that they were running a Black Friday deal and if I canceled my original reservation and booked again on another credit card, it would be $700 cheaper. The man , ****** ********, Said that the refund would've been returned January 27, 2025 to January 31, 2025. We left the ship February 2 and still have not received a refund. I then had to talk to a higher up manager on Royal Caribbean. Her name is **** ******. She had told me nothing was coming up in their System when I have an email from them with a reference refund number and also the old reservation number and also states that it would be put back on my card ending in 5403. I was hung up on about four times. I wasted the last two days of my vacation fighting with these people to get my money back. Each time I was connected to another person I was told multiple different things. Some would say they couldn't find the reservation. Another person said they found it, but it would take another 14 days.I'm getting the runaround and now they're trying to say that I'm not receiving any refund when I have the proof Stating that it would've been back in my account already.
Business Response
Date: 02/09/2025
Subject: ******** /2463964
Case # ********
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The attachments the guest sent do not belong to Royal Caribbean Group. ****************************************************************** does not belong to RCI. Our domain would end with ********, ************************ and phone #************ is also not RCI.
Please advise the guest to contact his bank regarding the charges made by dreamvacas because this is not RCI. We have no other reservation for the guest on the Oasis of the Seas, 1/25/25 sailing that was canceled for this guest.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

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

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Royal Caribbean Group is NOT a BBB Accredited Business.