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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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:01/29/2025
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.
Better Business Bureau Complaint Royal Caribbean International (Wonders of The Seas)Dear BBB,I am filing a complaint against Royal Caribbean regarding my Wonders of the Seas cruise (Reservation #*******, Cruise Date: January 5, 2024). My familys experience was highly disappointing due to misleading pricing, hidden costs, poor service, and unsanitary accommodations.1. Hidden ****************** Pricing When booking, we were led to believe most amenities were included. However, once onboard, nearly everythingsuch as liquor, premium areas, and ******* amenitiesrequired additional fees. These charges were not clearly disclosed, making the trip far more expensive than expected.2. Discriminatory Pricing Structure The onboard system created a two-tier experience, favoring those who could afford costly upgrades. This practice was exclusionary and diminished our vacation experience.3. Denied Request to Return Home Upon realizing the extent of the hidden costs, I requested to return home from *********** with my family and asked Royal Caribbean to cover our airfare due to their misleading practices. They refused, stating that if we disembarked, we would be stranded and responsible for all travel expenses.4. Unsanitary Accommodations Our cabin was dirty, with visible mold in the bathroom, which posed a health risk and was unacceptable for a premium cruise.Requested Resolution Due to these issues, I am requesting a full refund of $4,400. This experience was not the luxury vacation we were promised and paid for. I urge Royal Caribbean to address these concerns and provide a fair resolution.Sincerely,**** ***** **********
Business Response
Date: 02/04/2025
Subject: *****

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

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

We understand that you were highly disappointed due to what you perceived as misleading pricing, hidden costs,poor service, and unsanitary accommodations. However, we would like to address these concerns point by point.

1. **Pricing and Costs**: Our pricing is transparent, and all costs are clearly outlined during the booking process. It is the guest's responsibility to review what is included and to investigate any additional costs. At no point does the cruise line hide costs or engage in misleading pricing.

2. **Amenities**: Our records show that all amenities were described accurately at the time of booking. We do not imply that all amenities are included without additional costs.

3. **Sanitary Conditions**:Our records indicate that there was no report of mold in the bathroom. We maintain high standards of cleanliness and sanitation throughout our ships.

4. **Request to Return Home**: Our records also indicate that you requested to return home from ********** and asked Royal Caribbean to cover your airfare due to your concerns.Please note that if a guest chooses to disembark and no longer sail, it is their responsibility to arrange and cover the cost of their return.

Additionally, Mr. ***** demanded a full refund, which we declined. As a goodwill gesture, we offered a 10% future cruise certificate. Unfortunately, he declined to hear what additional compensation we were willing to offer and expressed that he would never sail with us again and would be pursuing legal action.

We regret that this situation remains a concern for you. However, our decision stands and will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved. We apologize if this experience has tainted your impression of our company and for any disappointment this final response may bring.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

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

Customer Answer
Date: 02/04/2025

Complaint: ********

I am rejecting this response because:
Subject: Response to Case ******** Booking 2945747

Dear Ms. **************** do not accept your response to my Better Business Bureau complaint.
The cabin does have mold in the shower and bathroom as you can see in my pictures provided.
We purchased last-minute tickets, and no extra charges were disclosed before or after payment.
Customer was service was rude and was advised about the issues not only that but charged us without consent.
I was offered 10% and 20% discounts on a future cruise, but I refuse the offer and will never sail again due to this terrible experience.
I demand a full refund.
Since this matter remains unresolved, my next step will be reporting it to the **** and the ****************** following up with a formal law suit for compensation against this company.

Sincerely,

**** *****
Business Response
Date: 02/04/2025
Subject: *****

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

We regret that this situation remains a concern for Mr. ****** However, our decision stands and will not be amended. As Mr. ***** has chosen to pursue legal action, we are no longer able to assist him directly.

We have thoroughly addressed all of his concerns and consider this matter resolved.

Sincerely,

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

Business Response
Date: 02/04/2025
Subject: *****
Case: ******** Booking # *******
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We regret that this situation remains a concern for Mr. ****** However, our decision stands and will not be amended. As Mr. ***** has chosen to pursue legal action; we are no longer able to assist him directly.
We have thoroughly addressed all of his concerns and consider this matter resolved.
Sincerely,

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

Customer Answer
Date: 02/04/2025

Complaint: ********

I am rejecting this response because:
Subject: Response to Case ******** Booking 2945747
Dear Ms. **************** do not accept your response. This case remains unresolved, as the mold issue, health hazard conditions, and other concerns are valid and supported by proof.(she has stated she does not recognize the areas where the pictures were taken, it's obvious they were taken in the shower/bathroom area refer to pictures given as evidence)
Additionally, I experienced discriminating activities during my trip, which further contributed to this unacceptable experience.
I request an immediate resolution, and I will only accept a full refund.
If this matter is not resolved, my next steps will be filing formal complaints with the ***************** and the ****, followed by legal action.

Sincerely,

**** *****
Customer Answer
Date: 02/05/2025
How can you say my issue was resolved?
It's obvious it hasn't been resolved.
You guys allow these companies to scam and get away with it.
I believe big companies like Royal Caribbean International pay BBB to remove these complaints.
Thank you for not doing anything on behalf of us the customers who are always right.
Customer Answer
Date: 02/05/2025
Hello Miss ***** *.

I will appreciate if you can gide me through the process to access the information about other sources to consider in pursuing my complaint.
Thank you soo much for your kindness.????
**** *****.
**********
Customer Answer
Date: 02/06/2025
Thank you Soo much Miss *****.
God bless you.
**** *****.??
Initial Complaint
Date:01/29/2025
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 sailed on Navigator of the Seas with Royal Caribbean on 12/13/2024 and experienced significant disruptions due to an onboard incident near my stateroom. While I had no involvement, I was repeatedly questioned by security, delayed during disembarkation, and even told the *** wanted to speak with me. These repeated disruptions significantly impacted my vacation.The incident near my stateroom was seriousso much so that the individual involved tragically passed away shortly after the event, while still on the cruise. Despite the clear severity of the situation, Royal Caribbeans security response was mishandled, resulting in undue stress, repeated questioning, and disruptions to my trip.Following the cruise, I contacted Royal Caribbean ************** to request fair compensation for the stress, inconvenience, and lost enjoyment. After multiple back-and-forth emails, they offered a 20% Future Cruise Certificate (FCC), which I felt was inadequate given the circumstances. I requested further consideration, outlining how my experience was disrupted and how the situation was mishandled. However, despite my polite and detailed responses, Royal Caribbean refused to reconsider my request and dismissed my concerns.Additionally, their customer service has been unresponsive and dismissive. They failed to properly acknowledge the emotional toll of the repeated questioning and security issues I endured, and the lack of accountability has left me deeply disappointed.I am filing this complaint to formally document my concerns and request either:1.A 30% Future Cruise Certificate to give me a fair opportunity to have a relaxing vacation, or 2.A 30% partial refund ($465) as direct compensation for the disruptions I endured.I had hoped to resolve this amicably, but Royal Caribbeans unwillingness to reconsider leaves me no choice but to escalate. I appreciate the BBBs assistance in mediating a resolution.Thank you.
Business Response
Date: 02/03/2025
Subject: Van *********** / 7193350
Case # ********
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

We apologize for the repeated questioning, delays during disembarkation, and the undue stress the guest experienced due to the onboard incident near their stateroom.
We acknowledge the severity of the incident and the unfortunate circumstances surrounding it. Our security team's primary objective is to ensure the safety and well-being of all guests.
We appreciate the detailed feedback Mr. *************** provided. This feedback is invaluable to us, and we will use it to improve our security protocols and customer service responses in the future.
The guest was offered a goodwill gesture of 20% Future Cruise Credits for the inconvenience he experienced. However,we are unable to offer any additional compensation regarding this matter.
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: 22871386
I am rejecting this response because:
While I appreciate the apology and acknowledgment from Royal Caribbean, the offered 20% Future Cruise Certificate (FCC) is not an acceptable resolution. The incident near my stateroom was severe, leading to repeated questioning, security stops, delays during disembarkation, and significant stress for both myself and my traveling partner. The situation was further exacerbated by the tragic death of the individual involved shortly after the incident.
Due to how this situation was mishandled, both during and after the cruise, I have no intention of sailing with Royal Caribbean again and, therefore, do not wish to accept the **** Since I will not be using the ***, I request that Royal Caribbean convert the offer into a 20% refund of my cruise fare, which I believe is a fair resolution given the circumstances.
I appreciate your assistance in mediating this matter and hope Royal Caribbean will reconsider.

Sincerely,

***** ***************
Business Response
Date: 02/09/2025
Subject: Engelenburg / 7193350
Case # ********
Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.
Please advise the guest we have issued a refund in the amount of $188.20 USD (20% of the cruise fare guest paid of $941.00 USD) to the guest **** ending in 6889. This represents the 20% refund the guest requested. Please advise the guest to allow 7-10 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: 02/14/2025

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,

***** ***************
Customer Answer
Date: 02/17/2025
Hi *****,
I have one last question about this complaint. Royal Caribbean offered to refund part of my cruise fare, but how am I going to receive that? The cruise was originally booked through Priceline Cruises, so RC does not have my credit card info on file. Thanks in advance.

Best,
***** ***************.
Business Response
Date: 02/18/2025
Subject: Van ************************ ******** Booking #*******

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

We apologize for the delay. We have escalated this case to the accounts department, and the guest's refund will be processed within the next 3 to 5 business days back to the credit card ending in 6889.

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:01/29/2025
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 purchased a cruise for me and my family back in August. I had been receiving several sales calls from Royal Caribbean, and as we decided to book with them, I answered one and went through a few items I had questions about when booking online. One of the questions I asked about was which rooms could accommodate cribs as we would have our 18-month old with us. I was assured the room type I booked (Boardwalk View Balcony) could accommodate this and to reach out closer to the cruise to confirm the crib.Cut to January 12, I emailed RC as our cruise starts on Feb 1 and was told that our room could not accommodate a crib. We have now been calling every day for over a week, dealing with 5+ agents, without any response from the boat confirming we can have a crib in the room we were told could accommodate it.We have several people say they would follow up, only one has. We were told the request would take 3-5 days, it's been 14 days. We also had the unpleasant experience of specifically speaking with **** ****** on the escalation team who could not have cared less about helping us, putting my husband on hold for 30 minutes at a time and then just giving $100 "per person" for our trouble, but then only giving it to us for two people even though our reservation is for three. Even if it had been $300, it's nowhere near enough for the amount of effort and time we've wasted fixing an issue that was caused by RC to begin with.Definitely do not recommend cruising with them, save your money and sanity and look elsewhere.
Business Response
Date: 02/02/2025
Subject: *******/ 4597275
Case # ********
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We appreciate the time the guest has taken to share their honest evaluation with us regarding the effort and amount of time they spent to determine whether a crib could be accommodated in the reserved stateroom.
According to our records, the crib can be accommodated in the stateroom.
In addition, also according to our records, the guest was already given a 3rd $100.00 OBC on January *******. The guest now has a total of $300.00 in OBCs.
Lastly, the way our Escalation Agent handled their concerns was not one which we condone. We regret that they encountered uncooperative or unprofessional conduct from our staff member. We have communicated the feedback they shared to our Management and Operations Teams so they may take corrective action as needed.
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: 22871251

I am rejecting this response because: The only reason the crib ended up being accommodated was because my husband and I spent HOURS on the phone (and mind you having to call back ourselves because 3 people that said they'd call us back never did). We had to call over and over for two weeks. $300 is not enough for the amount we paid and the experience we expected. If you feel from your side that this is the experience you want your guests to have, it is what it is, but I will not be accepting the resolution provided and will continue to decline it as it's not acceptable in my eyes.

Sincerely,

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

Case: ******** Booking 4597275

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 her recent experience with us. We deeply regret the inconvenience and frustration the guest has encountered regarding the accommodation of a crib in your Boardwalk View Balcony room and the subsequent interactions with our team.

We understand the importance of ensuring that all your needs are met, especially when traveling with young children. We sincerely apologize for any miscommunication and the delays you experienced in receiving confirmation about the crib. We also regret that the guest interactions with our escalation team did not meet your expectations.

After a thorough review with the case, our records indicate that the room type that the guest booked cannot accommodate a crib. While we strive to provide accurate information and exceptional service, there are instances where limitations arise, and we apologize for any inconvenience this has caused.

Based on our policies and the terms of your booking, we regret to inform you that no additional compensation will be offered. We are sorry you feel this way and hope that despite this issue, you can still enjoy your upcoming cruise.
Sincerely,

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

Customer Answer
Date: 02/14/2025

Complaint: 22871251

I am rejecting this response because: your team was the one that told me the room could accommodate a crib. Will definitely let others know to look elsewhere when booking a cruise due to poor management and improper guest service offboard the ship.

Sincerely,

Madison *******
Initial Complaint
Date:01/28/2025
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.
During our recent seven-day Royal Caribbean cruise, we encountered repeated allergen-related incidents so serious that they confined us to our stateroom for almost four days, and could not go out at ports for more than an hour and caused us to miss most of the ships amenities and shows even though multiple crew members were informed. Meanwhile, housekeepings negligence forced us to sleep on blood-stained covers, and a decaying corpse went undiscovered for days, creating an unbearable stench. Management was largely unresponsivemost staff did not know the General Managers nameleaving us to navigate these critical problems without proper support or accountability.Dining conditions were equally dire: dishes were lukewarm and fell far short of advertised standards, while the Executive Sous Chef mocked our requests for fresh fruit, serving only inedible, overripe produce. One staff member openly disparaged Mexican vendors as sketchy and aggressive, and another attempted to pass off a crusted, unlabeled lactose-free milk carton as fresh. We also discovered a serious breach of privacy when we found an opened envelope addressed to a previous guest in our stateroom, and the onboard laundry service destroyed approximately $150 worth of clothing. Although the line incrementally offered and increased Future Cruise Credits from 30% to 50%, this still falls well short of our request for a comparable suite-class cruise plus two business-class tickets from Canadaan ask we deemed proportionate to our ordeal. Over a month has passed since we first sought redress, and we have spent nearly two full working days pursuing a resolution, yet remain deeply disappointed by the lack of an adequate solution.These are not minor lapses; they represent critical failures in health, safety, and professionalism and resulted in significant loss of time, energy and funds on our part. We did not have a cruise, we almost lived in a ship's room for seven days.
Business Response
Date: 02/04/2025
Subject: *******,

Case: ******** Booking 9410258

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

We regret that this situation remains a concern for you. However, our decision is final and will not be amended. Our records indicate that this case was managed by our ********************* where all of Ms. ******* concerns were thoroughly addressed. Accordingly, we consider this matter resolved.

We apologize for any negative impact this experience may have had on your impression of our company and for any disappointment this final response may cause. Please be assured that we take all feedback very seriously and forward it to our management team to ensure continuous improvement in all areas for future sailings. As one of the leading cruise lines in the world, we strive to offer the best possible experience to our guests.

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: 22870817

I am rejecting this response because: The resolution provided by the business is insufficient and does not address the losses suffered.

Sincerely,

***** *******
Initial Complaint
Date:01/28/2025
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 on allure of the seas Groove Cruise January 23 to the 27th. Paid the internet package for 4 days it never worked even when going to guest services for help. I got a iv hydration bag from the spa and they ended up charging me for 2 iv bags $299 a piece. Their iv bags were only 500 ml and I'm use to having 1000 ml bags(in the ***). totally overpriced as someone who gets a good amount of the iv bags because I have hydration issues due to having gastric bypass in 2018. When I got to the spa they didnt want to take me told me it was booked I told them it was a medical emergency.I've passed out and gotten so sick from not having enough hydration in past. Because of the bypass I dont obtain enough nutrients or fluids..I also ordered like 3 packs of water to the room. So the extra iv bag just fluids was just the $98.. on top of 299 plus 20% gratuity(is what I should of gotten charged) They ended up charging me like 556 when I should have only been charged for one iv bag, the $98 for 500 ml plain hydration plus 20% gratuity added in( which was around $400 something ) I went to the spa desk they looked at me like I was crazy, they were rude, they were condescending and not helpful , said they would call my room and never did. The room attendant was not nice very short on patience, didnt help much I ended up cleaning the room putting garbage and towels outside the door. I will never go on another one of these trips the food was mediocre and the service was lacking. Ended up getting flu like symptoms and stayed in my room majority of the trip, my actual worst nightmare came true to be stuck on a boat with fever, chills, body aches and the flu.
Business Response
Date: 02/03/2025
Case: ******** Booking # *******

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

We work with many service partners to provide the best possible vacation experience for all of our guests. *********** is an independent contractor that offers spa services onboard. Royal Caribbean cannot influence how OneSpaWorld processes any concerns. Therefore, we must ask that the guest contact them directly at ********************************************************* or ******************************************************* for assistance.

I regret to learn of the interaction you experienced with our spa staff member. The behavior of the spa staff member was unwarranted and unprofessional. I apologize for the impact this had on your experience.

Additionally, I regret that your experience with the internet service onboard was not satisfactory. The effectiveness and integrity of the internet service we provide onboard are dependent on many factors due to being isolated from traditional and more reliable land-based internet services. Our records do not indicate any report of this issue being made during the sailing. It is important for us to be aware of any issues encountered by our guests so we can address them promptly onboard.Unfortunately, the ship was never given the opportunity to resolve the guest's issue.

We apologize for the inconvenience this caused.I can assure you that your feedback and comments have been submitted into a database that is regularly reviewed by our operational teams. We take feedback regarding our guests' experiences very seriously and thank you for taking the time to share your thoughts and feelings with us.
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:01/28/2025
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 booked our flights through air2sea and the booking **** said if I found a cheaper fair within 24 hours, I could call and get 110% the difference credited back. Long story short, this was a lie. After over 2 hours on the phone with 2 different representatives in customer service, they told me because American airlines charges different fairs for them and other websites it didn't qualify. They wasted so much of my time and there was so much red tape on a perk they advertise for no reason. The low fair guarantee should have been a positive for me, but it's false advertising. It is not the customers fault that American ************************* charges different fees when that is not something I as a customer can control and ****************************** should honor their own word.
Business Response
Date: 02/03/2025
Subject: Vines
Case: ******** Booking # *******

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

After a thorough review of the case, our records indicate that this matter has been fully reviewed by the ******************. Unfortunately, we are unable to provide any further compensation.

We regret that this situation remains a concern for you. However, our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved. We are sorry that this experience has tainted your impression of our company and for any disappointment this final response may bring.

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

Sincerely,
****** Filgueiras
Royal Guest Experience Management
Customer Answer
Date: 02/03/2025

Complaint: 22866332

I am rejecting this response because:
I have provided more than enough adequate information to prove you are dishonest about your guarantee. I'm not asking for any extra than the promised 110% of the difference. Don't advertise if you are not going to hold up your advertised guarantee.

Sincerely,

***** *****
Business Response
Date: 02/06/2025
Subject: Vines

Case: ******* Booking 7895134

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

We apologize for any inconvenience this may have caused. We regret that this situation remains a concern for Mrs. ****** Unfortunately,prices for AirSea are subject to change, and we will not be able to honor Ms.*****' ****************** stated in previous emails, our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved. We are sorry that this experience has tainted your impression of our company and for any disappointment this final response may bring.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:01/27/2025
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 called in regards to an offer I was trying to book on Icon of the Seas for the week of September 20, 2025 in which I was told if I had another 7 day offer I would be able to book Icon in the place of that ship. I have tried to resolve this issue with the Casino Royale department and I've been on the phone close to 20+ hours. I've asked for calls to be reviewed and I was either hung up on refused to be helped. I was told even if I fild a complaint it would come to their department and the results would be the same. I've never been treated so horrible in my life by customer service as they know there aren't any consequences. There needs to be someone who reviews this customer service team and holds them accountable as they know they can treat customers how ever they want because all complaints will come to them and they don't have to be accountable for anything
Business Response
Date: 02/07/2025
Subject: ******

Case # ******** Booking #******* & 9263239

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

After further reviewing the case, our records show that the Icon of the Seas is not one of the available sailing dates. We apologize for any inconvenience the guest has experienced. It is never our intention to disappoint our guests, and we appreciate the chance to address and resolve any concerns.

To assist our guests in planning future sailings, we recommend visiting our website: [Club Royale Offers](******************************************************************). By entering the last name and member number, the guest can view a list of available sailings to choose from.

For your convenience, here is a brief guide on how the Club Royale system works:

**Club Royale Membership Benefits: **
Club Royale members can earn points and tier credits while playing at Royal Caribbean casinos. These points can be used to book a cruise with a qualified sailing date.

**How to Redeem a Club Royale Offer: **
1. Go to [************************************************] (*********************************************************)
2. Click on "My Offers"
3. Select the casino offer coupon
4. Choose a qualified sailing
5. Complete the booking

We hope this information is helpful. Our records indicate Ms. ****** is booked on a complimentary cruise on the Utopia of the Seas for May 5, 2025. Unfortunately, we will not be able to honor the Icon of the Seas as it is not on the list being offered.

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

****** **********
Royal Guest Experience Management
Initial Complaint
Date:01/27/2025
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.
Booking ******* was a direct booking, however sometime in November 2024 a travel agent transferred the booking to her agency without our authorization. We are now being required to jump through hoops to change this booking back to a direct trip. We received little to no assistance from ***. We've been told to speak with the travel agent and after speaking with her she stated that her day was booked and would try to get this moved back to a direct booking. We then asked if we could speak to another travel agent to which she said there was no one else that we could speak with. I have major issues with this situation. Can someone please give myself and/or Ms. ******** a call to get this matter resolved as soon as possible. No one should have access to our booking especially AFTER THE ***** We are wanting to change our travel date. It's bad enough that we are being told that we will have to pay a change fee EVENTHOUGH we purchased the insurance, but to not be able to manage our own reservation is absolutely insane. We should not have to have such difficulty on getting this matter resolved.
Business Response
Date: 02/02/2025
Subject: Long/ 2612651
Case # ********
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We appreciate the time the guest has taken to share their honest evaluation with us. All feedback is very important and helps identify our opportunities for improvement.
However, according to our records, this reservation has already been canceled. This was done on January 28,2025.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

******** *********
Royal Guest Experience Management
Initial Complaint
Date:01/26/2025
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 was due to travel on Symphony of the Seas on 1/19-1/26. The morning of the cruise, I became severely ill with the stomach bug. I was unable to board my flight and the ship. I was told by Royal Caribbean that I would be able to fly out to the ******* and catch the ship there.. the next day.. I let them know that I would be unable to do that as the stomach bug is highly contagious and how under the weather I was feeling. They offered me a refund of the taxes, fees, and excursions, but not the cruise fare that was not used due to being unable to board. I went to see my doctor, after evaluating my symptoms, she excused me for the entire duration of the cruise as the illness is highly contagious. According to Royals medical questionnaire, my symptoms would not allow me to board the ship, but the cruise line refuses to give any sort of compensation related to this illness. This was my first cruise, I was looking forward to going, but unfortunately, Id feel absolutely horrible for anybody that would have had to come in contact with someone that was ill. Im hoping for the BBBs assistance in making this right.
Business Response
Date: 01/30/2025
Subject: *******/ 6033285
Case # ********
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We regret to learn that the Ms. ******* was not able to sail with us. We strongly recommend that our guests purchase travel insurance which provides protection from such inconveniences as lost luggage, trip delay,trip cancelation or to more serious issues such as unforeseen injury and illness or death of a family member or traveling companion. With this coverage,guests who cancel their cruise due to such incidents may be entitled to a refund or credit of their cancellation fee up to 90% of the total cost of the trip.
We have reviewed the reservation. Unfortunately, we show travel protection was declined for this booking. therefore, we will not be able to grant a full waiver of the cancellation penalty fees. Please be advised that only taxes and fees and any Pre-cruise Planner items will be refunded. We suggest that the guest reach out to any personal travel insurance they may have for a possible claim.
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: 01/30/2025

Complaint: 22860311

I am rejecting this response because:
You guys are basically saying we as people can pay you a total of $2,440, and due to us declining your insurance that is $500 per person that you do not get back if paid for, and an unexpected illness that you wouldnt even allow us on board with, we cannot get any sort of voucher or refund specifically for royal Caribbean? We did not step foot on your ship, did not use anything related to your cruise line, did not even lay eyes on the ship, but you can just take our $2,440? I myself am a nurse and my boyfriend is a firefighter. We both work in healthcare and illness is unpredictable. Out of good faith for your customers and staff we decided boarding your ship would cause more harm than good as no one should have to deal with being as sick as I was. Never mind the flight. I have a doctors note written out to you guys by a doctor and you cannot offer anything for us because we declined your insurance that would have costed us $1,000? We didnt board your ship out of good faith for everyone else on it, we did the right thing. Yet, you guys cannot do the right thing and just offer us a refund credit for either Royal Caribbean or a refund in general. You offer us a credit for royal Caribbean and we still use your cruise line, you lose absolutely nothing. You just taking $2,440 from us as customers though, is just not right and basically blind robbery. I really hope you guys can work something out with us here. We are not trying to escalate this situation anymore than it has to be. We as customers did right by not only your staff on the cruise ship, but your customers aboard it as well. You guys as a company should do right by its customers.

Sincerely,

***** *******
Business Response
Date: 02/02/2025
Subject: *******/ 6033285
Case # ********
Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.
We appreciate the time the guest has taken to share their honest evaluation with us. All feedback is very important and helps identify our opportunities for improvement.
However, we do have to follow policy out of fairness to all impacted guests with the same type of issue.Therefore, we are unable to offer individual exceptions. We apologize for any disappointment this may cause.

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:01/25/2025
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.
We booked a cruise with Royal Caribbean to **************************** only to have it changed 2 weeks before. Apparently this is done all the time due to the fact that they do not have enough people wanting to go to *****. The cruise line has invested money into an island that no one wants to visit. They are lying to customers that they have port issues when in fact this is apparently happening all the time.
Business Response
Date: 01/29/2025
Subject: Laftsidis/ 3500443
Case # ********
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:
*************************************************************************************************
The reason why the itinerary was changed from ************,*********** is because the actual ************* was damaged. The repairs are well under way and are scheduled to be completed any time now. However, we cannot schedule the ships to land there until all the inspections are complete,and the pier is deemed safe to debark our guests. This is now on a week-to-week basis as again; the repairs are expected to be complete anytime now.
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 refunds, compensation or exchanges.
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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