Complaints

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

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  Royal Caribbean Group

  1050 Caribbean Way Miami, FL 33132-2028

• 

  Royal Caribbean Group

  1007 North American Way Miami, FL 33132

• 

  Royal Caribbean

  815 Channelside Dr Tampa, FL 33602-4200

• 

  Royal Caribbean Group

  1080 Port Blvd Miami, FL 33132

• 

  Royal Caribbean International

  4729 S Palisade St Wichita, KS 67217-4925

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:01/26/2025

  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

• 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.

  Whenever I try to book anything or make a reservation it tells me error. Whenever I call I get people that don't know what these shows are and say they don't exist. They think they are Excursions and don't know how anything is spelled.

  Customer Answer

  Date: 01/27/2025

  I've only had one problem with them this weekend so I don't know how this is a dipculate complaint when I never had this problem before I couldn't even check in until Saturday. 

  Business Response

  Date: 02/02/2025

  Subject: ****** 7795868
  Case # ********

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

  According to our records, guest was able to reserve beverage packages, Voom, shows, ********** etc. The Pre Cruise Planner seems to be working for the guest at this time. If they require assistance in the future, they can contact us at ************** and our Representatives will be delighted to assist.

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

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

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22856473
  
  I am rejecting this response because: The problem was I can't book the show Intense. I've been trying to book it for 3 weeks now but it says error when adding to cart.
  
  Sincerely,
  
  ******* ******

  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 regret that this situation remains a concern for Mr. ******* Our records do not indicate any issues reported with our pre-cruise planner booking process online with any issues. We apologize for the inconvenience this may have caused.
  
  To address his concerns, I reached out to the Pre-Cruise ****************** and connected him with a representative for further assistance. The guest was also advised that availability is always subject to change.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding.
  

  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: 02/03/2025

   
  Complaint: 22856473
  
  I am rejecting this response because: they didn't fix anything and still doesn't work. They didn't care to attempt to fix anything and just said they can't do anything. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/24/2025

  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.

  ************************************************ 12/23/24. $1,800.00 Paid 12/23/2024. Balance of $3,206.88. Cashier's Check 1/9/25 $3,206.88, #*****. Overnighted #************. "*.*****" received 1/13/25. Called - overnighted, "no problem." 1/15/25 - email from Royal Caribbean said reservation CANCELLED. My wife called Royal Caribbean at 8:49am on 1/17/2025 re-instate. 1/24/25 - we decided to cancel as Royal Caribbean still did not find or process certified check. I placed a stop payment on 1/24/25 after conversation with supervisor. She was of zero help- reading statements off a screen instead of speaking to me. Their departments breached the agreement. As customers, we are out our deposit even though they lost our check. I find that wrong when they are in the wrong. No one has called us back to date. I told them I would report to Pa Attorney General and BBB.

  Customer Answer

  Date: 01/24/2025

  I spoke to ***** Site, a resolution specialist at Royal Caribbean this afternoon. He agreed to manually refund my $1800 back to my credit card. He noted it may take up to 14 days but he would return it. 

  So at this time, assuming I am refunded as noted, I wish to withdraw my complaint at this time.  

• Initial Complaint

  Date:01/24/2025

  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, it was supposed to be a seven night Eastern Caribbean trip. The ship was supposed to dock in ****************** and ***********. We received notice that they changed the itinerary to *****, where there is currently civil unrest, and travel advisories to avoid all travel. We did not pay for a western Caribbean cruise, Royal Caribbean has known for the better part of the year that they are not able to dock in ***********, but yet continuing to sell a trip that they know that they cant fulfil. They are charging people the price of a cruise that is much higher than what we are now getting, there is a complete lack of transparency and a classic bait and switch going on. Not one time where we ever advised that there is a high likelihood of them not being able to fulfil what we paid for. Rerouting people to a country that is experiencing unimaginable conditions and a humanitarian crisis, is absolutely deplorable on royal Caribbeans part. They are not willing to work with us. We have tried. They took our money and waited until it was too late to mention the itinerary change. This trip is not at all what we paid for, I dont care what the contract says, this port change wasnt unforeseeable. It is absolutely irresponsible and negligible to be sending people to *****, and to be charging people for one vacation and giving them something else.

  Business Response

  Date: 01/29/2025

  Subject: *******/6835497
  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.

  In addition, 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 taking place in ************** is 128 miles south of our private destination, *******. The drive, on less-than-ideal road conditions, would take more than six and a half hours from ************** to *******. In the meantime, we are continuing to monitor the situation very closely with local authorities and our security team. Should anything change regarding our visits to *******, we will contact any impacted guests and travel agents immediately.

  We do have to follow policy out of fairness to all impacted guests with the same situation. Therefore, we are unable to offer individual exceptions and offer any compensation 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

• Initial Complaint

  Date:01/22/2025

  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.

  Cruised Royal Caribbean Utopia of the Seas January *****, 2025 and paid for balcony room *****. Last day of our four day cruise we could not use our balcony because the ship was refueling which took the entire day. Contacted ************** and they apologized and said theyd send complaint to their home office. Also advised ** in detail about situation when they emailed a survey on January 17, 2025. No one from ** has contacted us. We would have never chosen this balcony room or cruise if we had been advised by ** prior to payment. ** misrepresented themselves which we consider fraud.

  Business Response

  Date: 01/27/2025

  Subject: ******/7376045
  Case # ********

  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 have provided him with 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: 01/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/22/2025

  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 30 July 24 for 9 Mar 25 paid in full Recieved an email 22 Jan 25 stating the cruise ship cancelled due to dry dock issues Talked to Royal Caribbean customer service agent (***) ************** Gave her my information and the alternative date listed in the email. She said the date listed in the email was not available and wanted more money to book a comparable date.

  Business Response

  Date: 01/28/2025

  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
  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22846015
  
  I am rejecting this response because: It is a lie. Read the response. The response indicates I am a female. I am a 68 year old Male with a deep unmistakeable male voice. I am not transgender and my registration with the cruiseline indicates I am a male.The company never contacted me, I have not contacted them. They are deliberately obviscating and misleading the BBB in the hopes that I will abandon this complaint. I am not finished and intend to file complaints with the ******************************, and board of investors for Royal Carribean. If there is a method for BBB to sanction the cruiseline, I encourage the better business bureau to procede with any action that can be taken to discourage dishonest behavior. Once again: Royal Carribean / Dishonest with me and the BBB.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/06/2025

  Subject: Mr. ***** ********
  
  Case: ******** Booking #******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond. 
  
  I wanted to inform you that I have contacted Mr. ***** ******** and personally apologized for the error in addressing him as ****** instead of ***** in our response to the Better Business Bureau (BBB). 
  
  We sincerely regret this oversight and any inconvenience it may have caused.
  

  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:01/22/2025

  Type:Billing 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.

  Cabin# **** , Dec 14 - 21, 2024 Reservation# ******* My complaint is to Royal Caribbean. Unfortunately, I landed in the Royal Caribbeans Icon of the Seas medical facility. On Dec 16, 2024 Dec 17, 2024. Royal Caribbean billed me for $12,156.80 (combined charges of $9,557.05 + $2,599.75). On Dec 17, 2024, Icon of the Seas tried to bill my *********** credit card with the bill defined above. *********** at the time refused to allow the charge. The reason being is that I have a $2000 credit limit. While in the ships medical facility, the issue of the bill was brought to my attention. In lieu of the credit card situation, the ship's staff disclosed that Royal Caribbean financial department would bill me. This would allow me time to contact my insurance company when I got home. This disclosure was witness with my family present (mother, father and 2 siblings) as well as Royal Caribbean ******** my surprise when I return home, Dec 23, 2024, I looked at my credit card bill and saw that Royal Caribbean somehow had the medical bill placed on my credit card. This action by Royal Caribbean has cause a great hardship. One, my credit limit is only $2000 which brings into play penalties for going over my limit. And two, being faced with an interest rate of *****% if the bill is not paid with the billing cycle.I immediately called the credit card company. How could Royal Caribbean get those fees placed on my card without any notification. As a result of that I called *********** and explaining the issue. *********** remove the charges from my immediate billing cycle and placed the charges on hold for 90 days. I was thankful. It gave me time to resolve this payment issue. Today is Jan 21, 2025, I again have the charges on my credit card. This, I do not understand since *********** originally told me they would put it on hold for 90 days.I have submitted Royal Caribbean medical report to ***********************. I am do what I need to do to result this billing issue.

  Business Response

  Date: 01/28/2025

  Subject: *******,

  Case: ******** Booking # 6352756
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond. 

  I am very sorry to hear that your family became ill, and I truly hope for a speedy recovery.

  After reviewing the charges, it appears that the amount of $12,156.80 was billed by the medical facilities used onboard as stated. In certain cases, we might make an exception if the guest does not have sufficient funds to cover onboard expenses. However, in this instance, the credit card transaction was successfully processed. Unfortunately, we are unable to provide further assistance regarding the guest's billing concerns. She will need to contact the credit card company and medical insurance company directly 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
  
  

   

• Initial Complaint

  Date:01/22/2025

  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.

  In July 2024 my family booked a cruise w/ Royal Caribbean for March 2025. When booking & paying the deposit, we instructed the agent with Royal Caribbean to save the credit card to the file & had given authorization to charge the balance due to the card. After being reassured by the agent that there was nothing more for us to do we went about planning our trip. We booked shore excursions, internet package, & even purchased Royal Caribbean gift cards for Christmas. Come Monday, January 20th, 2025, we receive our credit card statement & see that a full refund has been given for the deposit, excursions, & internet package. We proceed to log in to our account & see that "no cruises are booked." To our horror, we contact Royal Caribbean & are told it was canceled due to non-payment. After further investigation, we check both email addresses on file for our account & verify not a single email was received stating any issues w/ payment, balance due, cancelation warning, cancelation confirmation, etc. Given we regularly receive anywhere from 1-3 emails DAILY from Royal Caribbean we are shocked. The agent explains 3 different dates that emails were "sent;" upon asking which address, they state the primary email address; we check & nothing on the dates specified was received. We ask again, now are told it was the 2nd email; we verify that one also had received no emails regarding any of this. After speaking w/ the escalations department, they explain that our previously booked room is no longer available but we can book a new room & pay the current rates, which conveniently are over $2,000.00 more. We then requested someone verify with the "conversation recording" from when we booked, to see that we had given **************************** to charge the card on file; after 48 hours, several follow up calls, we find out today they do not have the call recording, no said emails could be sent again for reference & will offer nothing to us, including no refund of our gift card.

  Business Response

  Date: 01/28/2025

  Subject: ***** ****
  

  Case: 22843362
  

  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 complaint; however, the information provided is not enough to locate this partys reservation. If they can provide us with their reservation number, along with the ship and sail date of the cruise in question, we will be able to locate the details and research this matter.
  
  Thank you for your assistance. We await further reply.

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

   

  Customer Answer

  Date: 01/28/2025

  Reservation ID: *******

  Ship: OASIS OF THE ****

  Sailing Date: 22 MAR 2025

  Departure Date: 22 MAR 2025

  Cruise Duration: 08 Nights

  Itinerary: 8 NT SOUTHERN CARIBBEAN & PERFECT DAY

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22843362
  
  Reservation ID: *******
  
  Ship: OASIS OF THE SEAS
  
  Sailing Date: 22 MAR 2025
  
  Departure Date: 22 MAR 2025
  
  Cruise Duration: 08 Nights
  
  Itinerary: 8 NT SOUTHERN CARIBBEAN & PERFECT DAY
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/02/2025

  Subject: **** 3101675
  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 cancellation of the cruise was due to non-payment. There were automatic balance due emails sent to the guest at the email address on file on:

  December 9, 2024
  December 16, 2024
  December 22, 2024
  December 27, 2024 (Final)

  Reservation was canceled December 27, 2024, due to non-payment.

  An additional balance due notice and an invoice was also manually sent by our Agent on December 26,2024.

  The guest was also emailed 3 invoices on July 19, 2024. The cancellation schedule is clearly noted on each of the invoices on page 2. We have included an invoice for review.

  In addition, we do not hold our guest credit card information and apply payment for the guest. The guest has to call or go online themselves to apply any payment. We apologize for any confusion regarding this matter.

  We are unable to locate any recording where our agent advised they would keep the card on file and apply the payment.
  Therefore, if the guest would like to rebook the sailing, it will be at the prevailing rate.

  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: 02/03/2025

   
  Complaint: 22843362
  
  I am rejecting this response because:

   

  Absolutely NO emails were received by either email address on file of these alleged emails. We requested they be sent again for reference and were told they cannot provide proof of this. Also, when we booked with your agent we were told they would keep the card on file and we authorized them to automatically charge the card on file for the remaining balance of the cruise. After being assured we had no further action to take on our part we ended the conversation. Your company made the mistake and cannot prove anything you are presenting and yet no one wants to take responsibility of this. At this point in time I have NO desire to sail with Royal Caribbean and simply want our gift card refunded. This was a digital gift card that can easily be voided and moneys returned. Such a large corporation and no one wants to take responsibility for your mistakes. No proof can be provided on your end of any of these alleged emails or the telephone conversation proving we were told apparently "wrong" information. We have sailed on several cruise previously with many different cruise companies and have NEVER had anything like this happen. We receive 4 to 5 emails from your company daily, and yet no one can provide any evidence of the emails "sent stating balance due". I even have an email sent on December 26, 2024 with a receipt and stating to click and download our travel documents. If any of this was even a possibility to occur we would have gladly paid the full amount due at the time of booking. I simply want my gift card money returned since it was a Christmas gift which is useless now. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:01/20/2025

  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.

  Dear Better Business Bureau,I am writing to lodge a complaint against Royal Caribbean International regarding a disappointing experience on a cruise from December 27 to December 30, 2024. This trip, meant to be a long-awaited honeymoon and family vacation after my husband got back from his deployment, became stressful due to poor communication and mismanagement.Key Issues 1. Room and Luggage Issues Our check-in times and room assignments were changed without notice. Originally booked on the 14th floor, we were moved to the 9th floor near a loud music hall, ruining the peaceful environment we expected. Despite the changes, Royal Caribbean did not provide updated luggage tags, causing our luggage to be misdirected. We spent significant time locating it, and by the time we retrieved it, the gangway had closed, preventing my mother and stepfather access to their essential items like my stepfathers medication, CPAP machine and clothes. 2. Denied Boarding for My Mother Despite presenting valid documents, including her South Korean passport, Maryland issued Real-ID, stamped and approved I-797 form, and a photo of her green card, my mother was denied boarding for not having the physical card. Customs and Border Protection agents confirmed her documentation was sufficient and that it was up to Royal Caribbean to allow her onboard. However, Royal Caribbean refused to consult the agents or use their discretion.3. Lack of Honeymoon Acknowledgment Despite booking this as our honeymoon, Royal Caribbean made no effort to acknowledge it, placing us in a noisy, unsuitable room and further adding to our disappointment.Requested Resolution I request a full refund for my mother and stepfathers fares, reimbursement for the luggage mishandling, and acknowledgment of our disrupted honeymoon. Royal Caribbean should improve communication about documentation and room changes.I have also included a more detailed account in the attached documents section,Sincerely,***** ***

  Business Response

  Date: 01/27/2025

  Subject: Case: ******** Booking 6310974
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
  
  We understand how important this trip is to you, as it celebrates your long-awaited honeymoon and family gathering. It is unfortunate that you are dissatisfied with our Stateroom Guarantee policy. As a reminder, a guarantee booking entails that the guest forfeits selecting a specific stateroom in exchange for the possibility of an upgrade, while maintaining the original price point for the selected category. There is no assurance regarding the location or type of stateroom, as the actual selection is at our discretion. For more information, please refer to our policy on guaranteed staterooms: [Royal Caribbean Stateroom Guarantee Policy (******************************************************************************************************).
  
  It is important for guests to notify guest services onboard if they experience any issues, such as loud noise, so that we can address the situation and possibly relocate them to a different cabin. Our goal is to ensure all guests have an enjoyable cruise experience. According to our records, there were no reports of noise complaints or delays with the guest's luggage. Immediate notification allows us to resolve such issues promptly.
  
  Please note that travel documentation requirements are governed by regulations and policies, which are subject to change without notice. It is the sole responsibility of the guest to identify and obtain all required travel documents and have them available when necessary. Appropriate valid travel documents, such as passports, visas, inoculation certificates, and relevant family legal documents, are required for boarding and reentry into ***************** and other countries.
  
  If the guest had travel insurance, they may file a claim with their insurance provider for review. Unfortunately, we must deny Young ***** request for a refund. However, guests will receive a refund for taxes, fees, and any prepaid items such as dining, beverage packages, or shore excursions.
  

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