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

1,423 total complaints in the last 3 years.
423 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:06/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/14/25, I booked a vacation to celebrate my husband's 50th birthday with my 2 sons on Royal Caribbean Rhapsody of the Seas for June 29 to July 6 with reservations number ******* and *******. The booking automatically generated two different reservations number and I am unable to get information for my second reservation even though I booked the trip. Additionally, at the time of booking, I was unable to get both rooms on the same location. I was told there are no available rooms. However, I have been getting emails regarding biding for a different room. If there are rooms available to bid on for extra money, then the customer should be accommodated to be on the same deck. I am requesting to be able to get information on my two rooms without encountering difficulties and being placed on same deck with my sons. I have called the customer service four times and have been unsuccessful.
Business Response
Date: 06/15/2025
Subject: *********** **# ********/6362551
Case: 23447281

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

According to our records, this sailing is currently sold out. Therefore, we have no staterooms to offer the guest on the same deck as her sons.

In addition, we apologize that the guest was sent a RoyalUp email, as there are no staterooms to offer at this time. However, the guest can request a certain category and if one becomes available due to a cancelation, guest would be able to bid on the stateroom. Please note there is an additional charge for RoyalUp winning bids.

Also, according to our records, guest ****** is the contact for both reservation numbers, ********/6362551 and we have cross referenced the bookings so guest will be able to access both reservations.

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: 06/16/2025

Complaint: 23447281

I am rejecting this response because: the issue was not resolved.

Sincerely,

****** ***********
Initial Complaint
Date:06/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Royal Caribbean Guest Relations Team,I am writing to formally request a full refund for the Discover ************************************ shore excursion, which I booked through Royal Caribbean during my recent cruise aboard Symphony of the Seas, sailing on June 3rd.Unfortunately, the excursion on June 3rd at ****** was both misrepresented in its description and conducted in an unsafe manner, which significantly compromised the quality and safety of the experience.Specifically:The excursion was advertised as a catamaran tour, but the vessel provided was not a catamaran, which was misleading and a key factor in our decision to book.The itinerary stated a duration of 1 hour and 45 minutes, yet the actual tour was no more than 1 hour, with a chaotic and disorganized 30-minute period beforehand spent collecting tickets with no clear instructions or structure.Most concerning was the condition of the boat itself. The bench provided for passenger seating was not securely mounted to the deck. Instead, cardboard was used as a makeshift wedge to level the bench, which continuously shifted during movement creating a clear safety hazard for everyone onboard.These factors not only represent a failure to deliver the service that was promised but also placed guests at potential risk. I believe this falls well short of Royal Caribbeans advertised standards for safety and guest satisfaction, and I do not feel it would be appropriate to pay for such a substandard experience.For these reasons, I respectfully request a full refund for the cost of this excursion. For myself, sister and my niece. I am happy to provide further details, photographs, or supporting documentation if needed.Thank you for your attention to this matter. I appreciate your commitment to maintaining high-quality experiences for your guests and look forward to your prompt response and resolution.Sincerely,*******
Business Response
Date: 06/13/2025
Subject: Nathaniel

Case:2344060 Booking # 8109282

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. Nathaniel 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,

Martha Filgueiras
Royal Guest Experience Management
Initial Complaint
Date:06/06/2025
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 addition to my Attorney General complaint, I am filing this BBB ************ cruise for Wonder of the Seas reservation *******. Misleading and deceptive practices, scammed out of great deal of money. My family booked this cruise specifically for my daughter's graduation gift. The company touted the ********* Social 100 with planned activities, large air spacious room, with plenty of lounge chairs/bean bags and video games. We booked this cruise with the understanding the ********* would be open, so that she could meet new friends and enjoy the ship activities. She is an only child and we paid over $6K for the cruise with the expectation she (as an only child) would have a consistent place to hang out & meet new people to fully experience the cruise.2 days before the cruise, we found out from other disappointed passengers, the TEEN club was closed and relocated to an adult bar area/dark arcade. It is half the space of the advertised area, has barely any of the amentities and is in a place that now needs to be shared with adults. This is not what we paid for. In addition, we discovered the club was relocated for a PLANNED expansion of the Casino. It was planned yet passengers were never notified! This is PURE GREED to make money at the casino that will replace the teen club. I had to find out on social media through complaints. This should have been announced. I would have never paid or selected this cruise if the entire teen area was closed for renovations. This is the busiest time of travel for teens summer break. We paid an exorbitant amount of money, in particular so that she could celebrate her graduation meeting other kids in the designated *********. Now they are stuffed into a dark bar area, shared with adults. It's unacceptable. ** was deceptive & misleading. In addition, failed to disclose this important information to passenger. I want a refund for trip and will be documenting lack of transparency.
Business Response
Date: 06/15/2025
Subject: Pavlinic/ 2267113
Case: 23435280

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

We genuinely apologize for the frustration and
disappointment caused by the recent changes to the Teen Center on the Wonder of
the Seas. We understand how important this experience was for the guest and
their family.

However, we will make changes where and when it is necessary due to
operational needs of the ship. Therefore, we are unable to offer any
compensation due to this matter. We apologize for any disappointment.

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: 06/15/2025

Complaint: 23435280

I am rejecting this response because this was very deceptive and passengers should have been given notice. So many passengers were dissatisfied with no place for teens to hang out. In addition your response fails to respond to identity theft that occured due to your negligence.

In addition

I also spoke to a supervisor Maxine who was supposed to remove $384 dollars in prepaid gratuities yet they have not been removed.
Due to the severe nature of my complaints, I have followed the advice of the FL Attorney General s office to file formal complaints with the FTC and dept of agriculture and consumer affair.

You have been VERY deceptive engaging in unfair business practices and privacy violations.

Sincerely,

Anastasia Pavlinic
Business Response
Date: 06/17/2025
Subject: Pavlinic BK#2267113
Case: 23435280

Thank you for forwarding a follow-up complaint filed
with your agency. We appreciate this opportunity to respond.
We appreciate the guests sharing their concerns so candidly.
We sincerely regret that their experience with the change in the teen area has
led to such dissatisfaction and frustration.
In addition, according to our records, we advised our internal security
team of the circumstances surrounding the alleged identity theft when the guest
first reported this matter. Please be assured that we take these concerns very
seriously.
Regarding the prepaid gratuities, we have requested a refund
in the amount of $388.50 USD to the credit card ending in 6941. Please allow
7-10 business days for processing.
We have also noted the additional information regarding complaints
with the Federal Trade Commission and Department of Agriculture and Consumer
Affairs.
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: 06/18/2025

Complaint: 23435280

I am rejecting this response because:

Unfortunately royal caribbean has still not refunded the 384 in prepaid gratuities as requested 10 business days ago. They responded to this complaint stating the refund has been issued but that is false.

ADDITIONAL complaints have been filed with Federal agencies for privacy practice abuses, fraud and deceptive business practices

Sincerely,

Anastasia Pavlinic
813-440-7985
Customer Answer
Date: 06/21/2025

Complaint: 23435280

I am rejecting this response because the supervisor and person who responded to this BBB complaint indicated i would be refunded for prepaid gratuities of $384. No refunds have been processed and the request was completed 2 weeks ago with supervisor Maxine and representative Alma on the Wonder of the Seas.

Sincerely,

Anastasia Pavlinic
Business Response
Date: 06/22/2025
Subject: Pavlinic BK#2267113
Case: 23435280
Thank you for forwarding a follow-up complaint filed with
your agency. We appreciate this opportunity to respond.
We apologize to the guest as the request for the refund
of the gratuities was not done onboard as was expected. Therefore, we requested
a refund on 6/17/25. As was advised prior we requested a refund in the amount
of $388.50 USD, to the credit card ending in 6941. Also advised to please allow
7-10 business days for processing. We apologize for any confusion.
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: 06/24/2025

Complaint: 23435280

I am rejecting this response because: Is there a reference number for the refund to my card, which still HAS NOT BEEN REFUNDED. I have never ever heard of a refund taking more than 3-5 business days. I was told on the ship, the refund would be completed by the 20th. Now, here we are 6 days after my request with you on the 17th, and not even a pending refund. I am not sure why it is taking so long but would like a reference number for the request as I am responding to follow up responses from other state and federal agencies at this time.

Sincerely,

Anastasia Pavlinic
Initial Complaint
Date:06/05/2025
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 2 rooms. I specifically wanted connecting rooms. At the time of booking , it says connecting rooms are available for interior rooms. However once you choose an interior room and you choose a "guarantee rate" then connecting rooms are no longer available. This is misleading because I would not have chose interior if I knew connecting would not be an option. This should be clearly stated under choosing guaranteed. Once we received our room assignments, one of our rooms were connecting and the other was not. That makes NO SENSE. Why assign one room as connecting but not the other? I asked who would my party be connected to and they said another family but the door will be locked. I asked if we could have the room that is connected to booking *******, and they said it was not available. The options they offered me was to upgrade to an owners suite for $6,000 or sail on another date. Unacceptable. I asked to speak to a supervisor 8 times and the agent would not transfer me. Royal needs to understand the importance of families rooming together. If they cannot guarantee that rooms will be together, they should NOT make it an option. They also need to detail that guaranteed rates do not allow for connecting rooms. Furthermore, do not assign connecting rooms to one of the parties and not both. I am asking for a replacement room or refund.
Business Response
Date: 06/10/2025
Subject: Case ******** Bookings ******* & 6781488

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

Regarding Ms. ***** experience, we regret any confusion surrounding our Guarantee Policy. To clarify, a guaranteed reservation secures a specific category but does not guarantee particular room features, location, or connectivity. It provides flexibility for potential upgrades at our discretion but does not guarantee room specifics such as connecting doors.

Connectivity and Guarantee Policy:

- Connecting rooms are available on certain categories, including interior rooms. However, when booking at a guaranteed rate, specific room assignments or connectivity cannot be assured in advance.
- Once a guaranteed reservation is made, room assignments are at our discretion, and connecting rooms are not guaranteed. We recommend Ms. **** continues to check for any available connecting cabins before her sailing.

We sincerely regret that this remains a concern for Ms. ***** however, our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved.

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:06/04/2025
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.
Went on a cruise on Icon of the Seas last May 17 - 24, 2025.Comparison between: Connecting Ocean View Balcony. Vs. Standard Ocean View Balcony Stateroom: 204 Sq ft. Vs 204 Sq Ft Balcony: 50 Sq ft. Vs 50 Sq ft Price: $1929. Vs $1478 Under Connecting Ocean View Balcony were statements:1. " Balcony stateroom that connects to the room next door via a private foyer."2. "Get double the ocean view and space by booking both."My husband and I really thought we were booking 2 rooms for the Connecting ocean view Balcony. We thought the price difference of $451 is the added cost for both rooms. There were just 3 of us and nowhere did it explained or stated minimum number of occupancy otherwise we could have just booked two standard ocean view Balcony for the price we paid of $6640.31 or just gotten any 2 rooms for that price.. We were all surprised because we only got 1 room instead of 2 Connecting rooms.We were mislead and felt deceived at what was advertised. Royal ********* did respond to our complaint but will not offer any refund nor compensation of any kind.Hopefully, royal caribbean will reimburse us.Thank you!
Business Response
Date: 06/09/2025
Subject: *******

Case:23417927 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 a concern for Ms. ************** We understand that you reserved a Connecting Ocean View Balcony stateroom with the expectation of accommodating your family comfortably, believing it to include two separate rooms. To clarify, Connecting Balcony staterooms are designed to connect two individual rooms, providing additional space and views when both rooms are booked and connected together. However, booking just one of these rooms does not automatically include or extend to a second room.

Regarding the pricing, we apologize for any confusion caused. Our descriptions aimed to highlight the potential benefits of booking both rooms, but we recognize that the wording may have been unclear. We always strive for transparency and clarity in our advertising.

We sincerely regret that your experience did not meet your expectations and understand your disappointment. However, please note that, as per our policies, we are unable to process refunds for the booking made.

We appreciate your understanding and hope to have the opportunity to serve you better in the future.

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:06/03/2025
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.
My wife and I scheduled a 10 day Southern Caribbean cruise through Royal Caribbean. The date for the cruise was March 20th to March 30th 2025.Due to weather and other flight delays, we had to cancel our cruise. Royal caribbean customer service employee **** canceled our cruise for us, and said we would be refunded for taxes, port fees, beverage package, and pre-paid gratuity package totaling $1024.72. To date, we have not received our refund. We have made about 2 dozen calls to **** and his supervisor ****** with no results. They keep lying to us with various excuses, like our bank account number was wrong, or our account is inactive, or the money is on the way when it's not. They have told us five times we will receive the refund in 7 to 10 days. The reservation number is ******* aboard Explorer of the Seas.
Business Response
Date: 06/09/2025
Subject: *****

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

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

Our records indicate that a refund has been processed in the amount of $1,024.72 to the credit card ending in 5242. Please allow 7 to *************************************************** your account. We appreciate your patience during this process.

Thank you for bringing this matter to our attention. After thorough review, we consider this complaint resolved.

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:06/02/2025
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.
I went on a cruise from *********, ******** on April 18, 2025 to April 26, 2025 on Vision of the Seas. I forgot to purchase a pair of Pigment Pink jogging pants XL on the ship's logo shop. I already had purchased the Pigment Pink hoodie and I wanted it to match the jogging pants in the same color.I want something to remember this cruise to the ******* and this is my last cruise so it is very important to **** emailed the corporate office and they indicated no but I asked for an exception and I would pay shipping too.I then called their corporate office and I could not get through to anyone. The voice mail was full so I could not leave a message. **************** was no help with my request.I would still like to purchase these Royal Caribbean Pigment Pink jogging pants.Please help me.Good will goes a long way!
Business Response
Date: 06/09/2025
Subject: - ******

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

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

We sincerely apologize that this situation remains a concern for Ms. ******* After thorough consideration, our decision will not be amended, as we have fully addressed all of her concerns in our previous correspondence and consider this matter resolved.

We understand the disappointment caused by our earlier response. Unfortunately, we are unable to provide further assistance regarding her request. Please note that our branded merchandise and other goods are exclusively sold onboard our ships in the logo shop and cannot be purchased on land. We wish Ms. ****** all the best in finding a suitable alternative.

Sincerely,

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

Customer Answer
Date: 06/09/2025

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: 06/09/2025
Well, I think that Royal Caribbean Group could have made an exception in my case. I think they are mean.
Initial Complaint
Date:06/02/2025
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.
Subject: ************************************ and Reservation Issues I am writing to formally express my disappointment with the customer service provided regarding my recent reservation and to seek a resolution to the issues I've encountered.On March 19, 2025, I made an initial reservation for a family cruise, with final payment due on April 6, 2025. During my initial call, I specifically requested a balcony view room on either the ************ or Boardwalk side of the ship.Approximately two weeks later, my sister decided to join our family cruise, and when we called together, she was able to secure the exact room I had initially requested, complete with an immediate room assignmentonly $60 more than my original *****************, I called the helpline number ***************** three times. The first call was disconnected. The second representative *********** availability for the room I had originally requested. However, i would need to $1,018 to secure this room. When I asked to speak with a supervisor, I was abruptly disconnected.Finally, I spoke with Mr. *** *****, who was not only unhelpful but also condescending. He insisted that if I wanted my room changed, I must pay $800 immediately. He stated that the guaranteed balcony room only guarantees a balcony, not a specific view, and that I might receive a room with an obstructed view.I am extremely dissatisfied with the conflicting information provided throughout this process and the unprofessional behavior exhibited by your staff.Given the circumstances, I kindly request a thorough review of my complaint and a more reasonable resolution regarding my room assignment and any additional fees. I look forward to your prompt response and a resolution to this matter.Thank you for your attention to this issue.Sincerely,**** and ***** ******* ******* July *****, 2025 Royal Carribean Leaving out of *******, **
Business Response
Date: 06/07/2025
Subject: *******
Case: ******** | Booking #*******
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are unable to comment on other guests reservations.
In addition, the phone number the guest called ************* is not associated with Royal Caribbean Group. We apologize for any confusion the guest experienced.
According to our records, the guest booked an XQ GTY. This is a guarantee that the guest will be birthed in the lowest Ocean View Balcony category available for three or four guests at the time the booking is assigned a stateroom. Stateroom assignments for guarantees can happen at any time up until the ship actually sails. However, it is typically the week prior to sailing. If the guest would like a specific stateroom, they will have to pay prevailing rates.

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

Sincerely,

Royal Guest Experience Management
Initial Complaint
Date:06/01/2025
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.
Extremely Upset-Lied To and Left Without Resolution I am extremely upset with our recent experience with Royal Caribbean in regards to cruise scheduled to leave on 5/31 on the oasis out of ***********, ** ( we flew in from **) . After fully paying for our cruise, confirming, receiving a text from Royal carribean as a reminder the morning of and having valid receipts , we were denied boarding at the port with no clear explanation. We given several reasons why we couldnt board , First it that theres was a computer cliche then the stateroom was given to someone else and finally it was that there was a fraud alert on one of the passenger tied to the reservation so they were denying everyone despite everything being paid for months prior and confirmed . Several attempts were made to find out why and when it was put on, we left the port with no answers. There were multiple reassurances from staff that everything was in order we were still not allowed to board. Staff assured us our luggage with my seizure medication would be returned to ** before the ship departed, this did not happen.Ship left port with our luggage and my seizure medication We were left stranded, confused, and without our belongings. The lack of clear communication, and accountability was shocking. They refused to give us any documentation that we were denied boarding and a refund was issued ( which they said was done, credit card company said otherwise) Being misled and then left without any support or follow-up is unacceptable. **************** reads from a script and we couldnt get any answers or help from them as to way this happened Requesting full refund, luggage as well as a full explanation as to why it happen including dates of when and why flaudent alert was put on the passenger traveling with us.
Customer Answer
Date: 06/02/2025
attached supporting document. Confirmation of cruise from Royal Caribean that everything was paid for day of cruise (5/31) and flights back to ** from ft Lauderdale 5/31 same day as cruise
Customer Answer
Date: 06/02/2025
return flight information attached
Business Response
Date: 06/05/2025
Subject: ******* **# *******
Case: 23380365

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

We understand how upsetting and frustrating it must have been to be denied boarding despite having fully paid, confirmed reservations,and receiving reminders.

Please advise the guest that in order to understand the reasons behind the fraud alert they will have to send an e-mail to *************************** for additional information. The chargeback team will respond back to the guest directly.

In addition, once the ship returns to port, the guest will need to fill out a report with Chargerback in order to locate the missing luggage ****************************************************************************************

Upon successfully completing the submission, they will be informed that an e-mail was to them. To complete the process, they must click the Submit Report link in the e-mail. After clicking the link, they will be redirected to Chargerback where they will be provided with next steps and will be advised to watch for an e-mail from *******************************************.

Thank you for bringing this matter to our attention.

Sincerely,

Royal Guest Experience Management
Customer Answer
Date: 06/05/2025

Complaint: 23404907

I am rejecting this response because: ihe chargeback was not for this cruise .The chargeback was for reservation on a different cruise that the person involved was unable to take because of the chargeback confusion.and Royal Caribbean canceled weeks prior to cruise departing because of it. I am request full refund for this cruise and the fraud alert taken off to

Sincerely,

****** *******
Business Response
Date: 06/09/2025
Subject: ******* | Booking #*******
Case: 23380365

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 unresolved for Ms. ******** However, after thorough review, our decision will not be amended. We believe that all concerns raised in your correspondence have been addressed, and we consider this matter resolved.

Please advise Ms. ******* that, to better understand the reasons behind the fraud alert, she will need to contact our Chargeback Research team directly by emailing **************************** The chargeback team will respond to her inquiry directly. Thank you for 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
Initial Complaint
Date:06/01/2025
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 left cruise on 5/30/2025 and has a zero balance which I have confirmed through billing. However, Royal Caribbean continues to hold over $600 of my $ for 30 days despite me not owing them.
Business Response
Date: 06/05/2025
Subject: ********

Case #********

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 ******** family; however, the information provided is not enough to locate their 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

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Royal Caribbean Group is NOT a BBB Accredited Business.