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

1,424 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:02/04/2025
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
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.
Went on a cruise with Royal Caribbean and they have no procedures in place when minors are being harassed. My 12 year old niece, 12 year old daughter and 14 year old daughter were being racially harassed the last 3 nights on board. When they told the staff on board they were told that they couldnt do anything. One night my 12 year old niece and daughter was in the elevator and a group of teens barged in when the door opened and wouldnt let them out. They grabbed them by their arms pulling them back in. When demanded to speak to security to file a report they would ONLY watch the camera for that specific time/day my niece thought that happened and did nothing else. There were 2 sides on the ship and the security team didnt bother to check the other side or other days. We were able to give the specific time range as well. Security didnt follow up with my family until we went to guest services before we left. When asked the head security on a case/incident number so we can follow up with corporate, they said they dont have that and its tied to our cabin number.
Business Response
Date: 02/07/2025
Subject: ******** ***

Case: 22861663

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
Initial Complaint
Date:02/01/2025
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.
This letter constitutes a formal complaint and a request for a full refund for two separate cruises. We are requesting a refund of $400 for the first cruise and $1200 for the second, totaling $1600.Cruise 1: Jury Duty Conflict For our first cruise, we were unable to travel due to a jury duty summons. We notified Royal Caribbean of this mandatory federal service and provided the necessary documentation as proof. While we understand there may be some administrative fees, we did not receive a full refund for the cruise despite the documentation provided. We request a review of this case and the disbursement of the remaining balance owed to us.Cruise 2: Haiti Sailing - Safety Concerns Our second cruise was scheduled to sail to *****. We contacted Royal Caribbean prior to the sailing date to express our serious safety concerns. The ************************ has issued a "Do Not Travel" advisory for ***** due to the ongoing instability and security risks. Despite this clear warning from the **************** Royal Caribbean insisted that the sailing was safe and refused to offer a refund or alternative arrangements. We feel strongly that proceeding with this cruise would have placed us in unnecessary danger, and we are extremely disappointed with Royal Caribbean's lack of understanding and flexibility in this matter. Due to the "Do Not Travel" advisory and our genuine safety concerns, we did not embark on this cruise.We believe we are entitled to a full refund for both cruises. For the first cruise, we provided documentation of mandatory jury duty service. For the second, the ***************** "Do Not Travel" advisory for Haiti provides ample justification for our decision not to sail and supports our request for a full refund.We have been loyal Royal Caribbean customers in the past and are extremely disappointed with the handling of these two situations. We expect a prompt and thorough review of our complaint and a full refund of $1600.
Business Response
Date: 02/07/2025
Subject: Peer

Case: ******** Booking #******* & 2213909

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

We understand that itinerary changes can be disappointing for our guests. However, there are times when changes are unavoidable. Our brochures and our cruise ticket contract clearly state that we may need to alter a ships itinerary for various reasons. For additional information regarding missed ports and itinerary changes, please refer to the following link: [Itinerary Change Updates] (*************************************************************************************************).

The itinerary change regarding ************, ***********, occurred because the actual ************* was damaged. Repairs are well underway and are expected to be completed soon. However, we cannot schedule ships to dock there until all inspections are complete and the pier is deemed safe for our guests to disembark. This situation is being evaluated on a week-to-week basis as repairs progress.

Additionally, we are aware of the recent travel advisory for *****. The safety and security of our guests is our top priority. In *******, we have our own security and controlled access, allowing only Royal Caribbean employees and guests to enter. The civil unrest 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 *******. We are closely monitoring the situation 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 must adhere to our policies out of fairness to all guests impacted by the same situation. Therefore, we are unable to offer individual exceptions or compensation in this case.

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: 02/07/2025

Complaint: 22886413

I am rejecting this response because:
We do not feel safe bringing our children to a war zone that is only 128 miles away. I'm going to trust the US level 4 do not travel advisory.

Sincerely,

****** Peer
Business Response
Date: 02/11/2025
Subject: Peer

Case: 22886413 Booking #******* & 2213909

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 Mr. ***** There may be times when things do not go as intended, and we understand your disappointment regarding the change in your cruise's itinerary. Unfortunately, we are unable to offer compensation for itinerary changes. Nevertheless, we truly apologize if our decision causes any disappointment.

Our decision will not be amended. We have thoroughly addressed all the 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: 02/11/2025

Complaint: 22886413

I am rejecting this response because:
Made up fairness rules by Royal Caribbean.
The United States of America decides what is dangerous for its citizens not royal Caribbean and not issuing a full refund when it was brought to your attention six months prior to sailing with multiple calls and at the time a guarantee that itinerary would change if it was still deemed unsafe.
Furthermore not refund in full for jury duty on a previous sailing with proof is not only unamerican but shameful.

Sincerely,

****** Peer
Initial Complaint
Date:01/31/2025
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.
Deposit paid and booking canceled
Business Response
Date: 02/06/2025
Subject: *****

Case: ******** Booking 7058690

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:01/31/2025
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.
1. I contacted Royal Caribbean (RC) multiple times over the past 3.5 months to gather a $360.63 refund promised to me due to delayed start of cruise by ONE day due to Hurricane ****** in the *****, ** area. The cruise was to go 10/12/24-10/17/24 (adjusted to 10/13-10/17).2. On 11/6/24 I filed a dispute with *************** [BOA] Credit card (Royal Caribbean card) for a $360.63 credit due me following the cruise. After supplying multiple rounds of documentation (final folio from Grandeur of the Seas, final payment proof, and letter sent to our stateroom saying un-used credit would go back to our card), I was denied as nothing shows it was sent back to my card ending in x5254, and *************** INSISTS they did not receive the funds from Royal Caribbean.3. ***** from ** got with RC accounting to re-issue the refund on 12/3/24. ***** provided Ref#: ***********************, which I submitted to ***** at BOA.4. Late 1/25, I called ***** at BOA to follow up as I did not yet get refund. I was told that it was denied again as the ref # does not show the $$ amount, or that it went to the card ending in x5254.5. On 1/20/25, I called RC and spoke to Jhay. She offered to get on the phone with me to BOA. We spoke to **** (Supervisor at ***), who said they CANNOT see that reference number on any of their lists!6. **** promised to escalate to Accounting and get back to me in a few days. When I heard NOTHING, I spoke to *** (and then ****). After over 90 minutes on the phone, I was told they NOW have to send to the "onboard team" to confirm refund.RC PROMISED this credit to me. It is THEIR responsibility to rectify. As such, after 3.5 months, RC should pay me the funds (hopefully not through *** again [that FAILED TWICE ALREADY]), and then work offline to do their "investigation" of where the funds went.Respectfully looking for my refund as quickly as possible. This has to be the WORST CUSTOMER SERVICE EXPERIENCE OF MY LIFE!
Customer Answer
Date: 02/07/2025
Royal Caribbean has issued the refund. Positive resolution.
Initial Complaint
Date:01/31/2025
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.
Orginal cruise on Utopia of the sea on Royal was book 8/15/24 for $2130.14 charged and paid in full on that date and a ****** On board credit was given all on Cruise Vacation receipt..Reservation ******* Prior to departure never booked with them before there was a reduction in prices I contacted through their online chat on December 27 2024..I inquired and was given new pricing of $1585.14 and lost the On Board Credit and was told refund within 10 to 15 days receipted to credit card used for travel..I inquired and was told that I should have not been given rebate but their last response was a Cruise Vacation Receipt showing the price reduction of total charge $1585.14 Amount paid $2103.14 ..until I called and was told they will not honor this requested refund as stated by their associate nor do they see the lost On Board credit.. a difference of $545.00 I have made multiple phone calls a ref case was opened SR3-76427475041. I never received a phone call, text or E mail the rebate was Not going to be honored as last corespondent from them. On Board **************** said I lost on the on Board credit with price reduction ..I was told they will not honor and I should have read the agreement however their employee made the final decision
Customer Answer
Date: 01/31/2025
Above is the original Cruise Vacation Receipt from 8-15-24 showing On board credit never received
Customer Answer
Date: 01/31/2025
Above is the original Cruise Vacation Receipt from 8-15-24 showing On board credit never received
Business Response
Date: 02/07/2025
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 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

Customer Answer
Date: 02/07/2025

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:01/30/2025
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 through BJ Travel on Royal Caribbean for 5/9/25 on Symphony of the Seas. I unfortunately needed to cancel the cruise. Back in December i called ********* and cancelled the cruise and was told I would lose my $500.00 deposit out of $2,500 that i have already paid to Royal Caribbean for the trip and for dinner packages, drink package etc. To this date i have only received $1197.49 back. I am still owed $800. I have been informed for the past month that the resolution department is working on it but i have to wait for another 3 weeks for my money. This is unacceptable. I am being charged interest on my credit card for this money as they will not re-imburse me for that and i already lost $500 plus change fees to Royal Caribbean. I will am so distraught over this that i just want my money back.
Business Response
Date: 02/04/2025
Subject: Wise

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

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

We apologize for the delay regarding the refund. Our records show that the refund of $800.00 was disbursed to the MasterCard ending in 9797 on February 3, 2025. Please allow up to two billing cycles for the credit to reflect on your statement. Again, we appreciate your patience.

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: 02/05/2025

Complaint: 22874438

I am rejecting this response because I do not have a credit card ending in 9797,

Sincerely,

**** Ann ****
Business Response
Date: 02/06/2025
Subject: Wise
Case: ******** -Booking 916140
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We apologize for the delay regarding the refund. Please note the correction on the credit card number: the refund of $800.00 was disbursed to the MasterCard ending in 8937 on February 3, 2025. Please allow up to two billing cycles for the credit to reflect on your statement. We appreciate your patience in this matter.

Should you have any further questions, please contact us at ************** for further assistance.

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: 02/06/2025

Complaint: 22874438

I am rejecting this response because credit card ending with 8937 is not the credit card the money should have been returned to. It should have been returned to credit card ending in 9721 where the payment came from. I do not feel sending money to wherever you feel like sending it to is acceptable.

Sincerely,

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

Case: ******** Booking 916140

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We sincerely apologize for the error in processing your refund. We have noted that the credit was issued to your husband's credit card ending in 9721, which was done in error.
We can revert the credit card transaction; however, this process will involve a charge and refund procedure that will take approximately 30 days to complete through our accounting department. Alternatively, you may wish to work out the exchange of funds directly with your husband.

We deeply regret any inconvenience this may have caused and apologize that the funds were not refunded to the correct credit card. The refund should have been returned to the credit card ending in 9721, from which the payment was originally made.
We understand your frustration and appreciate the guest understanding as we work to resolve this issue. Should you have any further questions, kindly contact our customer service department directly at ************** to provide your account details. One of our representatives will be more than happy to assist you. We highly discourage sending the guest account information via email to avoid security breaches.
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.