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.
422 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:05/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am part of a 16-person family cruise on Royal Caribbeans Utopia of the Seas sailing July 18, 2025. I booked through AAA Travel, but this complaint concerns misleading and inconsistent communication from Royal Caribbean after I tried to apply a Memorial Day promotion.On May 25, I chatted with a Royal Caribbean *** named Nino, who told me AAA could call to apply the promotion. *** did so on May 28 and downgraded my stateroom, which I agreed to only because I was promised a refund for the price difference. On May 29, I received confirmation from AAA that the refund was processed and was sent a receipt.On May 30, I received a bill for $25 for an internet package that I had already paid for using my $25 onboard credit. That credit had been removed without explanation. On May 31, I chatted with Royal *** ***** *****, who said *** could call to reapply the credit, but had no information about the refund. Other Royal ***s later contradicted prior statements and said no refund was due.I now have lost my original stateroom (8200), my perks, my onboard credit, and $1,236 in value. Royals instructions caused this situation, and inconsistent communication across multiple agents has made the experience incredibly frustrating. I have screenshots, a refund receipt, and transcripts to support my case. Im only asking Royal to honor the resolution I was told to pursue.
Business Response
Date: 06/05/2025
Subject: Adisa
Case: ******** Booking # *******

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

The Adisa party is currently booked on a cruise set to sail on July 18, 2025 on the Utopia of the Seas and the reservation is under the management of a travel agency. Please note that Royal Caribbean International enters into contractual agreements with the travel agency with which we do business. This contract states that we cannot release information or make changes (with a few very minor exceptions) to a reservation without the consent and knowledge of the agency. The travel partner acts as the liaison for guests so we must ask that Ms. ***** to reach out to her travel agency at *************** for specific information about her reservation.

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

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:05/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Not even 24 hours before my cruise I received an email saying my cruise was cancelled due to returned payment. After being on the phone with Royal Caribbean and our travel agent for hours it was confirmed that our reservation was not canceled and we were still good to cruise. This is unacceptable that an email is sent the night before, late at night saying that you would be canceling my reservation. This is unacceptable and I demand that I receive compensation for this. A vacation is supposed to feel like a vacation and is not supposed to bring much panic and anxiety especially on the day of. This is terrible that you would do this to a loyal member and especially this close to the reservation. The reservation number can be seen in the screenshot
Customer Answer
Date: 05/31/2025
We were denied boarding on the ship for not only our party but also my sisters party as well. They stated both reservations were refunded but would not give us anything in writing. On top of it the ship departed with our 2 luggage ( Reservation *******) and one luggage of my sisters ( *******) which we informed them that it had seizure medication in it at 11:30 AM EST and for 5 hours (until 4:30 AM EST) we waited for the luggage and never got anything AND then the ship then departed. We spoke with ******* who is the ship coordinator on Oasis of the Seas, who continued to lie to use the entire afternoon and then told us to sit outside of the terminal and they would bring it out..... and yet the shift left, we never recieved our luggage and now your support is telling us we have to pay for it. They told us the ship would not leave without getting our luggage off of the ship, yet the ship left and we never received our luggage and no communication after we were promised the ship would not leave without it. I want out luggage back and expect it to be shipped to:
*************************************

When the ship arrives in **************** it can be shipped out and I expect a prompt response as this is unacceptable.
Business Response
Date: 06/05/2025
Subject: ***** **# *******
Case: 23401045

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

We regret to learn of the guests distress and inconvenience caused by the late notification regarding the reservations cancellation. We understand how upsetting it must have been to receive such an email so close to the scheduled departure.
However, according to our records, this notification was due to a fraud alert. The guest will have to send an e-mail to *************************** for additional information. The chargeback team will respond back to the guest directly.
Also, according to our records, guest ******* was contacted by our Executive Escalation Team on 6/5/25, regarding luggage retrieval instructions. The guest was also advised to contact chargerback regarding the luggage at:
****************************************************************************************
To complete the process, the guest 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
Initial Complaint
Date:05/31/2025
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 reserved 2 connecting balcony rooms on May28th reservation no. ******* &******* with payment to be made by 5/30. On 5/30 I paid balance in full and was only given a room number for 1 room. I then called Royal Caribbean and was told there was no connecting rooms. I said my reservation was for 2 rooms. I spoke with one rep and was transferred to a supervisor. I was then told the connecting room wasn't available for 3 guests which was a LIE. I asked why I was able to select a room with 1 adult and 2 kids, and I was told it was a system error! which was also a LIE. All rooms noted on ** web clearly confirms 1-4 guest per room. Also, to mention my room was for 1 adult and 2 kids under 10. I was told the only way I could get a connecting room was to pay more and I said no. I was told I had 3 options 1. select another sailing 2. pay more 3. ******. I advised the rude person to cancel my paid reservation which was just paid 30 mins. prior for a FULL REFUND. I was told he would refund, and it would take up to 14 days. I was given cancellation numbers ****************** I then asked to speak with an American CS *** and was told NO. After the phone call I went to the ** website and submitted another hold reservation and selected the same option (just to see what would happen) and I was able once again to select connecting rooms with 1 adult and 2 kids and 1 room with 1 adult and 1 child Which confirms it was not a system error. Royal is advertising rooms that are not available and or not standing by their reservations. This is false advertising. I am also going to add this complaint on website reviews about ** and their awful customer service and bad business.
Business Response
Date: 06/05/2025
Subject: *******

Case: ******** Bookings ******* & 5804293

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. ******* on June 5, 2025, regarding this concern. We believe we have found an amicable resolution.

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

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:05/30/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a cruise with Royal Caribbean and had to change the dates they refunded for the original then I repaid for a second cruise I had to call. I spoke with the customer service representative and they were trying to figure out all the issues my account on their end and we're unable to and I was supposed to get a callback. I was waiting on the callback to make the final payment on the cruise when I go in the app. It still shows the wrong dates it shows the right amount owed never got the call back. They canceled the cruise now they're telling me money has been refunded. They're also keeping money. I don't know what to do. I've never seen anything like this. They're keeping half of what the cruise I paid for the cruise this is my kids Christmas present. I was single mom. I can't afford to lose $1500 because I didn't get a call back and they weren't able to fix the app and all the information on their end Today and everybody told me something different. They're saying that $1600 was refunded to a credit card that I don't even have. I don't know what's going on. I just want my money back at this point. I was actually looking at booking a conference on Royal Caribbean I'm an event planner and given all the customer service issues. I'm having I don't know that that's a good idea. One of the reasons I'm calling is that my personal cruise dates, conflicted with the invitation I have a new cruise line that you're launching that would be able to host my conference. I have called several times and everybody tells me something different. The app again doesn't have the correct information in it. It's been an absolute nightmare. I can't believe how bad the customer service is.
Business Response
Date: 06/05/2025
Subject: Wallinovich
Case: ******** Booking #******

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

Our records indicate that the guest has changed their sailing date three times. As a goodwill gesture, we have waived the change fee on previous occasions; however, please note that the change fee cannot be waived indefinitely.

The guest was offered the option to reinstate their booking and change the ship and sailing date. While waivers for change fees cannot be waived again, the guest was informed during a conversation with a resolution specialist on May 30, 2025, that no further exceptions would be possible.

Once a booking is cancelled, it is subject to our standard cancellation policy, which can be reviewed here:
[Booking Cancellation and Refund Policy] (***********************************************************************************************************).
Should the guest have any further questions, we recommend contacting our Pre-Cruise *************************** directly for assistance.
We are sorry that this situation remains to 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
Customer Answer
Date: 06/05/2025

Complaint: 23396877

I am rejecting this response because: as you can see the app was never correct. It reflects the wrong date. I was supposed to get a return call. I would like to change the sailing date to next year, however I was informed that only 300 of my 3700 would transfer over. I would like a refund or to have the entire amount of my booking transferred. There have been so many confusing and incorrect issues on the ** side it's been impossible to know if my sailing date was actually even changed. Then getting hold of a human takes forever and then they don't call you back. This has been a terrible experience for me and I'm incredibly sad and have no idea how I'm even going to tell my kids that they no longer have their family vacation/xmas present. My entire xmas bonds went to this trip and somehow now it's just "too bad lady - we don't care". Is there no clause stating that if the stateroom is rebooked that I should be refunded as that would be double dipping on the ** end and incredibly unfair to the consumers.

Sincerely,

******* ***********
Business Response
Date: 06/07/2025
Subject: Wallinovich
Case: ******** Booking #******

Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.
According to our records, the guest called and requested a change of sailing date on Vision of the Seas from 7/3/25 to 7/17/25 on April 4, 2025. Then called on April 5, 2025, to change to a sailing on 8/14/25. Guest was also sent a notification of change to the email on file address on April ******. This is attached. This was not an issue with the app. as the date was changed due to the request.
Again, according to our records, May 30, 2025, guest was advised that no further exceptions would be possible. Once a booking was cancelled, it was subject to our standard cancellation policy. The cancelation fees are $750.00 for the Non-Refundable Deposit and a 25% penalty of $758.69 USD. This penalty amount will not be amended.

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: 06/12/2025

Complaint: 23396877

I am rejecting this response because: the app clearly does not reflect what was sent in the email. It seems RC simply refuses to accept that an error may have been made on their part. I'm a beyond upset and disappointed with the customer service and lack of care for their customers. Even with the 750 deposit and the penalty of 25% I should be getting a refund, which I have not. None of the math adds up neither does the communication through the BBB complaint. The app clearly shows the old sailing date, yet RC refuses to even acknowledge this. It feels very predatory and definitely not in good faith.

Sincerely,

******* ***********
Initial Complaint
Date:05/29/2025
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.
Had a 12th deck mid ship balcony ocean view cabin booked and paid for with all extra add ons. As well as linked cruisers. After receiving a casino royale promotion code, I reached out for Royal to apply it, which I was told will be done. After weeks of back and forth, I received a bunch of cancellation emails for the cruise planner extras I paid for, without notice or my consent, and still no refund received. Now my whole online account is messed up. My online account is showing someone elses reservation (one of the linked cruisers) as my main reservation instead of my own. Im unable to make any purchases because now my own account is not as my own. Impossible to get a resolution. After holding for hours **************** is zero help. Worst customer service ever.
Business Response
Date: 06/05/2025
Subject: Berdnikova BK# *******/******
Case: 23395606

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

According to our records, a refund in the amount of $107.76USD & $1040.48 USD, was requested 6/4/25, for the pre purchased items from reservation #******,to AX credit card ending in 2393. Please allow 7-10 business days for processing.

In addition, the guest will have to contact the travel agent to request that their reservation ******* not be linked to the other guests. They will be able to purchase pre cruise items.

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: 06/05/2025

Complaint: 23395606

I am rejecting this response because: missing refund for a 4 device internet package, which was cancelled by Royal without my consent.

Sincerely,

****** **********
Business Response
Date: 06/09/2025
Subject: Berdnikova | Booking #******* / 102173
Case: 23395606

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

According to our records, a refund of $398.93 is currently being processed to the credit card ending in 2393. Please allow 7 to 10 business days for the refund to be reflected on the card statement. 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:05/29/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
There are two false charges on my final bill. I checked my bill before I got off the ship. My bill was fine. When they sent the final bill there were two erroneous charges. One internet charge for ****** and one charge for $100.00 for towels. I getting sick on Royal they are always messing up my bill. I did good faith and spoke to a representative on two occasion. They said they refunded the towel charge. They said they would research the internet charge and call me back and they never did its been almost 30 days. I travel other cruise lines as well but royal is getting so big they can't effectively mange things.
Business Response
Date: 06/03/2025
Subject: Eremah
Case: 23395458 | Booking #9554727

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

We sincerely apologize for the double charge on the internet fees totaling $153.93. Please be informed that we have processed a refund to your credit card ending in 4058. Kindly note that refund processing by our accounting department may take between 7 to 10 business days to reflect on your account.

Our records also indicate that the $100.00 pool charge was previously refunded to the same credit card ending in 4058.

We apologize for any inconvenience this may have caused and appreciate your understanding.

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

Sincerely,
Martha Filgueiras
Royal Guest Experience Management

Customer Answer
Date: 06/06/2025

Complaint: 23395458

I am rejecting this response because:
I did not receive the $100 credit that was promised to me a while back.
The duplicate internet charge is 159.95 not 153.95

Sincerely,

Oluropo Eremah
Business Response
Date: 06/07/2025
Subject: Eremah
Case: 23395458 | Booking #9554727
Thank you for forwarding a follow up complaint filed
with your agency. We appreciate this opportunity to respond.

According to our records, the refund for $100.00 USD, was
dispersed to credit card ending in 4058, on 5/20/25. Please advise guest to
check their statement around that date for the refund.

In addition, we have requested a refund for the $6.00 USD
difference to the credit card ending in 4058. Please advise the guest to allow
7-10 business days for processing.

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

Sincerely,

Royal Guest Experience Management

Customer Answer
Date: 06/11/2025

Complaint: 23395458

I am rejecting this response because:
I have not received any payments. I have attached the charge from ICON. the internet I'm disputing is for Godwin Eremah on 5/9 and pool towels for Oluropo Eremah on 5/9. Its included in the total charge of $2, 187.13 to my card on 5/12/2025. I also include my statement from BOA where you see the charge. however, there are no credits back from royal carribean. As I stated before they are getting so big they can't appropriate manage there transactions. I don't know why they keep doing this time I'm a good customer I bourht 5 internets. Bought alot of things to the tone of over 2K. Then they charged me for things I didn't buy and claim they refunded me when they didn't.

Sincerely,

Oluropo Eremah
Business Response
Date: 06/13/2025
Subject: -Eremah

Case: 23395458 | Booking #9554727

Thank you for forwarding the follow-up complaint filed with your agency. We appreciate this opportunity to respond.

We sincerely apologize that this situation remains a concern for Mrs. Eremah. The guest contacted us on June 7, 2025, and it appears she has not yet allowed the necessary time for the refund to process.

According to our records, a refund of $100.00 USD was processed to the credit card ending in 4058 on May 20, 2025. Please advise the guest to check their statement around that date for confirmation of the refund. Additionally, we have requested a refund for the $6.00 USD difference to the same credit card. We kindly ask that the guest allow 7-10 business days for this transaction to complete.

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: 06/13/2025

Complaint: 23395458

I am rejecting this response because:
The total amount of $259.95 should be refunded to my account. Royal has failed to refund me any money. They claim they refunded the money on May 20. On my last correspondence I provided my credit card statement which showed no returns. I also called the bank they checked and showed no refunds from royal Carribean. Royal is providing false information. A return would have posted by now they are lying about the refund.

Sincerely,

Oluropo Eremah
Business Response
Date: 06/16/2025
Subject: Case: 23395458 – Booking #9554727

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. Oluropo regarding this concern and believe we have reached an amicable resolution. After further review with our accounting department, we found that the initial refund request was rejected.

We are now resubmitting the refund of $259.95 to the credit card ending in 4058. We sincerely apologize for any inconvenience this may have caused.

Thank you for your understanding and patience.

Sincerely,

Martha Filgueiras
Royal Guest Experience Management

Customer Answer
Date: 06/17/2025

Complaint: 23395458

I am rejecting this response because: The agreed amount of $259.95 was not received. I received reimbursement of $153.93

Sincerely,

Oluropo Eremah
Business Response
Date: 06/18/2025
Case: 23395458 – Booking # 9554727

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. Eremah 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: 06/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23395458, and find that this resolution is satisfactory to me.

Sincerely,

Oluropo Eremah
Initial Complaint
Date:05/29/2025
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 recently paid a $500 deposit for booking #******* in May 16, 2026 on Independence of the Seas. I had to cancel that booking due to unexpected circumstances beyond my control but was told the deposit is non refundable.Unbelievable that a deposit for a booking one year away is nonrefundable. No doubt the cabin reserved a year in advance will be booked by a later party therefore any damages incurred by the cruise line are mitigated.I understand if the cancellation is within 90 days of the sail date, but a year in advance? This policy by **** is unconscionable and unfair. As of result of this punitive action taken against me, *** decided to part ways from ****. Ive sailed with **** close to 30 times, however its become apparent to me, that $500 and punishing a customer for canceling a booking a year in advance is more important than customer loyalty.
Business Response
Date: 06/04/2025
Subject: *****

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

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

Our executive team has been in contact with Mr. ***** regarding his concerns. After thorough discussion, we believe we have reached an amicable resolution. Mr. ***** has been advised that our records indicate he booked under our Non-Refundable Deposit program, and as a result, we are unable to refund the deposit. While we understand his frustration, please note that the Non-Refundable Deposit program is clearly outlined in our terms and conditions.

We are sorry that this situation remains to Mr. ************ However, our decision will not be amended. We have thoroughly addressed all of the guest 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.

Sincerely,

****** **********
Royal Guest Experience Management
Customer Answer
Date: 06/04/2025

Complaint: 23394463

I am rejecting this response because: I received the following response from Royal Caribbean:
Hello *******

Thank you for contacting the **************** of Royal Caribbean International. On behalf of Mr. ******* I am pleased to have the opportunity to respond on his behalf.

I will authorize our ********************* to issue a refund in the amount of $500 as a one-time goodwill. This refund will reflect on your MC card ending in 8667 as this was the original form of payment. While our accounting department will process this refund immediately, please allow up 14 business days for this refund to reflect on your statement.

******* thanks again for reaching out and have a great day!

Sincerely,

****** ****
****************
Monday Friday 9:00 AM to 6:00 PM EST
Royal Caribbean International

Business Response
Date: 06/05/2025
Subject: ***** **# *******/*******
Case: 23380365

Thank you for forwarding a follow up complaint filed with your agency.We appreciate this opportunity to respond.

The letter the guest included in this rejection was sent regarding a refund of $500.00 USD, on 5/30/25, as a 1-time goodwill gesture for the guest. However, this refund confirmation email was for a different reservation number *******, for the Oasis of the Seas, 5/16/26.

The reservation complaint sent to the Better Business Bureau was for reservation *******, Independence of the Seas, 05/16/26. This offer was not made for this reservation.

According to our records, as was advised prior, booking #*******, was also purchased as a Non-refundable Deposit Reservation. Guest was issued a 1-time goodwill gesture, for reservation *******. We are unable to offer any refunds for reservation *******.

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

Sincerely,

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

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:05/28/2025
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.
I was charged twice for a couple's massage. The cruise advertises it as "price per couple," however, following the massage, they charged both my and my husband's ship accounts for the massage, instead of just one account. You can see this on the attached statement, ****** at the spa for both of us. I immediately noticed the charge while on the cruise and went to customer service, but I was told that it was NOT a mistake, despite them listing it as price per couple. It should be labeled as price per individual if they were going to charge both of us. This is completely false advertising and not at all what I agreed to pay.
Business Response
Date: 06/02/2025
Subject: ********* **# *******
Case: 23388578

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 guest was charged incorrectly for a visit to the onboard spa. Please see correct contact information regarding spa matters.
OneSpaWorld
******************************************************>Suite #***
***************************
Tel: **************
Web: ***************************************************************************************
Contact Page: ********************************

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:05/28/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Had a 12th deck mid ship balcony ocean view cabin booked and paid for with all extras. As well as attached cruisers. After receiving a promotion code, I reached out for Royal to apply it, which I was told will be done. After weeks of back and forth, I received a bunch of cancellation emails for the extras I paid for, and the biggest red flag was my cabin number changed to inside 7th deck cabin god knows where, without notice. Impossible to get a resolution.
Customer Answer
Date: 05/28/2025
Impossible to get help from Royal customer service.
Business Response
Date: 06/01/2025
Subject: ********** **# *******
Case: 23385930

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

According to our records, this reservation was made by a travel agent. Due to legal and privacy issues the guest must contact the travel agent regarding this matter. 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:05/27/2025
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 a cruise on May 31, 2026, that included the amenities of the Sky class. However, a few days after booking, I was downgraded to Sea class without a refund. My travel agent tried to resolve the issue, but was unsuccessful. I spent 45 minutes on the phone trying to get my room changed to one that would receive Sky class amenities, but was unsuccessful. This is a classic example of bait and switch. Royal Caribbean refused to make any changes, provide a discount, or offer any compensation. Ive attached a screenshot of my booking, which clearly shows that I booked a Surfside suite with Sky class amenities.
Business Response
Date: 06/02/2025
Subject: Golden
Case #********

Booking #*******

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

The Golden party is currently booked on a cruise set to sail on May 31, 2026, aboard the Star of the Seas, and the reservation is managed by a travel agency. Please note that Royal Caribbean International enters into contractual agreements with the travel agencies with which we do business. This contract stipulates that we cannot release information or make changes to a reservation without the consent and knowledge of the agency.

For any concerns related to the reservation, we kindly ask that Mr. ****** reach out to her travel agency at **************. The travel partner acts as the liaison for our guests, and they will be able to assist with any inquiries or requests.

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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