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

1,421 total complaints in the last 3 years.
425 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:05/28/2025
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
Initial Complaint
Date:05/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In January 2025, I booked a cruise directly with Royal Caribbean for my family of 7. I requested interconnecting cabins for our group, but was assigned two oceanview rooms with a maximum capacity of 6. I contacted them to correct the issue, and on April 24 I upgraded after they agreed to waive the change fee, acknowledging the initial error. I was told all guests would receive Sky ***** benefits. After payment, I learned only one cabin qualified. I was never informed that the deposit had become non-refundable or that price matches could only be disputed within 48 hours.I submitted three formal complaints (May 3, 4, and 9) and received no reply until May 15, after escalating through ** consumer bodies. I was then told the deposit was non-refundable. No apology or resolution was offered.I am still traveling on the same cruise via a licensed Royal Caribbean agent who gave me accurate information. I am simply asking for the refund of the ***** deposit Royal Caribbean kept after misinforming me and failing to disclose terms
Business Response
Date: 06/01/2025
Subject: ******* **# *******/5247224
Case: 23380473

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

According to our records, the guest booked under the Non-Refundable Deposit Program. Most guests choose this program because there are bigger discounts on the cruise fare portion. This program involves a portion of the payment being non-refundable, even if cancellation is made prior to the date that cancellation penalty charges go into effect. The guest was sent invoices on January 4, 2025 and April 24, 2025 to the guests email address on file. Each one of the invoices clearly stated that this was a Non-Refundable Deposit reservation. Therefore, we are unable to offer any refund.

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: 06/02/2025

Complaint: 23380473

I am rejecting this response because:

Thank you for your response, but it does not address the core issues of my complaint.

First, I was never given the option of a refundable deposit I was simply assigned a non-refundable rate without explanation. Second, Royal Caribbean failed to assign accommodation suitable for our family of 7. I was forced to upgrade in order to get the space we needed an upgrade that came only after I complained, and where the change fee was waived due to your own internal error.

During the upgrade, I was misinformed by phone that all guests in our family would receive Sky ***** benefits. That turned out to be false. I was also not informed about important conditions regarding pricing disputes, deposit refundability, or the meaning of the Non-Refundable Deposit Program when I agreed to the changes.

I submitted three formal written complaints, which went unanswered. I also asked repeatedly to escalate the issue to someone at a higher level and was refused.

To be clear: I am still travelling on the exact same cruise, on the same dates, now booked through a licensed agency that gave me accurate information and proper support. The only thing I am disputing is the ***** deposit withheld after Royal Caribbeans booking team failed to fulfill their obligations or disclose critical terms.

At minimum, I am requesting either a full refund of the deposit or a matching value in onboard credit. I believe this is entirely fair given that I am still a Royal Caribbean customer despite how poorly this situation was handled.

Sincerely,
****** ******* **********

Business Response
Date: 06/03/2025
Subject: *******- BK# *******/5247224
Case: 23380473

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. ******** However, our decision will not be amended, as we have thoroughly addressed all of her concerns and consider this matter resolved.

As stated in the previous email, our records indicate that the guest booked under the Non-Refundable Deposit Program. Many guests choose this program for the larger discounts offered on the cruise fare portion. Please note that this program entails a portion of the payment being non-refundable, even if cancellation occurs prior to the implementation of cancellation penalty charges.

Invoices were sent to the guest's email address on file on January 4, 2025, and April 24, 2025, each clearly indicating that the reservation was made under the Non-Refundable Deposit terms. Therefore, we are unable to offer any refund.

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: 06/03/2025

Complaint: 23380473

I am rejecting this response because:
Thank you for your reply. However, your response continues to ignore the full context of this complaint, including the fact that we are a multigenerational family travelling with a child with a brain tumour and mobility challenges and a grandmother with limited mobility coming all the way from ********* for what was meant to be the family holiday of a lifetime.

We informed Royal Caribbean of our needs when booking and again when requesting special assistance. Despite this, we were initially assigned cabins that could not accommodate our group size, and were then pressured into upgrading without any disclosure of the new non-refundable terms, the limitations of Sky ***** benefits, or the pricing policies. We asked to speak with a supervisor and were denied. I submitted three formal written complaints, all ignored until I escalated through external channels.

We have since rebooked the same cruise, same dates, through an agency that treated our needs with care. This is not a simple cancellation this is a case of misinformation and lack of duty of care. At minimum, we are asking for a refund or onboard credit equal to the ***** deposit withheld as a result of Royal Caribbeans mishandling of our booking and disregard for our familys circumstances.

I respectfully urge Royal Caribbean to review this again and take into account the special assistance needs that were known from the beginning but were clearly not considered during this process.

Sincerely,
****** ******* **********

Customer Answer
Date: 06/05/2025
Fyi written confirmation that special need was informed and requested and I was denied sky class benefits that had been promised by phone when booking
Business Response
Date: 06/07/2025
Subject: ******* **# *******/5247224
Case: 23380473

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

According to our records, on 5/9/25, guest called our contact center and was informed that if the reservations were canceled the Non-Refundable Deposit would apply.

These are canceled reservations. Again, according to our records, the guest booked under the Non-Refundable Deposit Program. As was previously advised, our decision 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: 06/09/2025

Complaint: 23380473

I am disappointed but not surprised by Royal Caribbeans reply, which once again ignores all the key facts and fails to engage with the real issue.

Yes, the reservations were cancelled but only after Royal Caribbean:

Assigned us rooms unsuitable for our family of 7
Gave false information by phone (we were told all guests would get Sky ***** benefits)
Failed to disclose the implications of the Non-Refundable Deposit Program during the upgrade
Ignored multiple formal complaints, only responding once I escalated externally

We are still travelling with Royal Caribbean same cruise, same date through a licensed agency who treated our special needs (including our son with a neurological condition and our elderly mother with reduced mobility) with professionalism and care.

This is not a simple cancellation. It is a case of misrepresentation, failure to provide accessible service, and withholding ***** from a family they failed to properly support.

At minimum, I expected an apology or an onboard credit. Instead, I received a copy-paste answer and no recognition of your own failings.

I consider this complaint unresolved.

Sincerely,
****** ******* **********

Business Response
Date: 06/11/2025
Subject: *******
Case: ******** Bookings ******* & 5343002

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

We regret that this situation continues to be a concern for Ms. ******** Based on our records, the guest booked under the Non-Refundable Deposit Program. This option is typically selected by guests seeking greater discounts on the cruise fare, with the understanding that a portion of the payment is non-refundable regardless of cancellation timing.

The guest was issued invoices on January 4, 2025, and April 24, 2025, sent to the email address on file. Each invoice explicitly indicated that the reservation was made under a Non-Refundable Deposit agreement.

After careful review, we confirm that our decision remains unchanged. We believe all concerns have been thoroughly addressed in our communications, and consider this matter resolved.
Sincerely,

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

Customer Answer
Date: 06/11/2025

Complaint: 23380473

Thank you for your continued responses. However, I must respectfully reject your position that this matter has been resolved.

I have now reviewed both of my original booking invoices issued on January 4. Nowhere in those documents is there any indication that I was given a choice between refundable and non-refundable deposits, nor was this ever explained to me verbally or in writing.

The upgrade process which I was forced into because Royal Caribbean assigned me cabins with insufficient capacity for my family of 7 resulted in the deposit amount withheld increasing from 495 per cabin to *****. This change was never communicated or agreed. I was only told that the change fee would be waived as Royal Caribbean acknowledged the original assignment was in error.

You cannot claim informed consent to terms that were never explained, especially when:

- I was assigned incorrect accommodation
- I was misled about Sky ***** benefits
- I was denied escalation to a supervisor
- I submitted multiple complaints, none of which were answered until I reached out via ECC and BBB
- I am still travelling on the exact same cruise, just through a licensed agency that did provide full transparency

At this point, I am not just requesting a refund out of principle I am asking that Royal Caribbean at least return the difference between the original 495 per cabin (990) deposit and the full ***** withheld, in the form of a goodwill onboard credit.

That would be a fair compromise for a loyal guest who is still choosing to cruise with your brand, despite everything.

Sincerely,
****** ******* **********
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.
Dear Royal Caribbean Customer Service,I hope this message finds you well. I am writing to formally express my profound disappointment and emotional distress regarding my recent experience aboard the Enchantment of the Seas, which departed from *****, *******, on March 6, 2025. I never imagined that what was meant to be a joyful family vacation would turn into a nightmare that left my children and me emotionally scarred.From the very beginning, I encountered unsettling circumstances. Upon boarding the ship, I proceeded to retrieve the keys to my assigned room. However, when I accessed the room, I discovered unfamiliar names associated with it. In todays world, where human trafficking and security threats are unfortunately prevalent, this immediately raised red ******** a mother traveling with my 14-year-old 6 year old and 3-year-old children, safety was my top priority. I was deeply concerned that my familys security had been compromised. I promptly reported this issue to the front desk, expecting a swift and professional resolution. However, it took nearly four hours for the staff to assign us a new room. This delay not only disrupted our plans but also heightened my anxiety and left me questioning the competence of your security protocols.After the delayed departure at 8:30 PM, instead of the scheduled 4:00 PM, my family and I tried to make the most of the trip. However, things took a turn for the worse when I fell ill after consuming food onboard. I experienced severe symptoms of food poisoning, which forced me to visit the ships medical facility.The medical staff diagnosed me with a gastrointestinal illness, which I later discovered is a common issue on cruise ships due to improper food handling. I was advised to remain in isolation for 24 hours, which was already distressing as I was separated from my children. However, I complied with the guidelines, hoping that this would be the end of my struggles.
Business Response
Date: 06/03/2025
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 the guest was placed in isolation for ********************************************************************************** adherence to our health and safety protocols, this isolation was necessary to prevent any potential spread of infection. During this period, room service was provided following the established GI protocol, and our Facilities and Housekeeping teams ensured daily cleaning and sanitization of the guests stateroom.

In recognition of the inconvenience caused by the isolation, our records show that the guest was compensated with a credit in the form of future cruise certificates for the one day missed.

Regarding the issue experienced with the initial room assignment upon boarding, we understand how concerning this must have been, especially while traveling with young children. We sincerely regret the distress caused by the room confusion and the subsequent delay of nearly four hours in reassigning the stateroom. The safety and comfort of our guests are of utmost priority, and we are actively reviewing this situation with our front desk and security teams to improve our procedures going forward.

After a thorough review, we have found no indication of service failure relating to the medical care provided or the compensation issued. Therefore, at this time, we are unable to offer additional compensation.

We deeply regret that the guests vacation did not meet expectations and acknowledge the emotional distress this situation caused. We value this feedback as it helps us continually enhance the guest experience and uphold the highest standards of care and safety.

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: 06/03/2025

Complaint: 23380365

I am rejecting this response because:
Thank you for your response, but I must respectfully disagree with several points in your summary, as it does not accurately reflect the severity of my experience.

First, the condition of the isolation room was unacceptable. The stateroom was dirty, with visible hair on the bed which is especially troubling considering I was placed there due to a potential gastrointestinal illness. This raises serious concerns about the cleanliness and safety standards your team claims were upheld.

Second, my dietary needs were completely ignored. I clearly communicated that I follow a vegan/pescatarian diet. Despite this, I was only given crackers and fruit an inadequate and unacceptable offering. There was no consideration or effort to meet my nutritional needs or accommodate my restrictions.

Even more troubling is that I was placed in isolation for hours without anyone checking to see if I was hungry. No one asked me if I needed anything not even a glass of water. I had to request food as if I were in jail, not a paying guest. The entire experience felt dehumanizing and completely lacking in compassion.

To make matters worse, I was treated like a criminal throughout this process. The tone, treatment, and isolation protocols made me feel punished rather than cared for. And what happened with my children was absolutely unacceptable security instructed my 14 year-old and 3-year-old to step off the boat while I remained onboard. Who allows two minors including a toddler to roam the streets of ****** alone? The emotional toll that this took on my children and on me is something we are still dealing with. I now suffer from PTSD due to this traumatic experience.

As for the future cruise credit I cannot and will not use it. I will never sail with your company again. Offering a credit for a repeat experience of trauma is not compensation; it is an insult.

I urge you to reevaluate this matter, not only in terms of policy but in terms of humanity. What my family endured should never happen to another guest again.

Sincerely,

******* ********
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.

Please know that we take the guest concerns regarding the isolation room, the lack of accommodation for the specific dietary needs, and the treatment they received very seriously. We are conducting a thorough review to address these issues and implement meaningful improvements for the future.

In addition, we are investigating the situation regarding the children to ensure accountability and prevent recurrence. The guest feedback about this experience is invaluable and will directly influence our ongoing training and protocols.

While we understand their decision regarding the future cruise credit, we are unable to offer any additional compensation.

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: 23380365

I am rejecting this response because:
Your response is wholly unacceptable.

It is deeply troubling that your organization considers this matter resolved when serious safety concerns remain unaddressed. You were fully aware that children were left to roam the streets of ****** unsuperviseda country where, as you must know, *** trafficking and kidnapping are at alarming levels. The fact that this occurred under your watch is not just negligence; it is a failure of basic duty of care.

Additionally, I paid for food that I never received. This is not a minor inconvenienceit is a breach of what was promised and paid for, and yet there seems to be no effort made to right that wrong.

Your vague language about ongoing training and future protocols does little to reassure meor any other guestthat you take accountability seriously. That you feel this matter is resolved without offering meaningful resolution or compensation only adds insult to injury.

And to suggest a future cruise credit after such an experience is frankly insulting. Only a fool would step foot on another Royal Caribbean cruise after being treated with such disregard. Youve made it clear that guest safety, wellbeing, and trust are not your priorities.

I am requesting a formal re-investigation into this matter, immediate acknowledgment of the gravity of the situation involving the children, and a full refund for services not rendered. I expect a direct responsenot a templated dismissal

Sincerely,

******* ********
Initial Complaint
Date:05/26/2025
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 supposed to go on a cruise with a friend and the day of our cruise we drove 4 hours to ft. Lauderdale and when trying to board were told we werent on ship manifest and had to talk to customer service. They could not tell us anything besides that our reservation was cancelled. I tried calling royal caribbean and was *** they sent an emsil but not until the day before which is 1 of my major complaints as i dont check it every day and it was the day before and i booked the cruise months in advance. So we wasted the whole day and drove home. Both of us missed time for work for our cruise too. I called several times the next day and finally got ahold of someone from the security department and was given a more detailed reason why our cruise was canvelled. Apparently my 2nd ***** went on a cruise almost 2 years prior and 1 of his *****s had an issue with a dispute over charges on theur cruise deemed fraudulent and i was told his account was flagged as well as my 2nd ***** that was with him and then when my ***** was added to my reservation i automatically got flagged too because he was flagged even though i wasnt even on that cruise with them. Now i cant even book a cruise with them. I was told i had to email a different department to have thrm withdrawal the flag from my account and I've sent 2 emails and still havent heard back and its been almost 2 weeks. They did nothing to try to resolve this issue and as of now still no resolution
Business Response
Date: 06/01/2025
Subject: ********* **# *******
Case: 23379700

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

We sincerely apologize for the frustration and inconvenience this situation has caused Mr. ********** This is not our intention.

However, the guest will have to contact the correct department regarding this issue at: *************************** They will respond directly to him.

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:05/24/2025
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 Royal Caribbean cruise (Anthem of the Seas) in November 2024 for six peoplefour U.S. passport holders (my immediate family) and two Indian passport holders (my grandparents). The cruise was scheduled to depart ******* on May 23, 2025, with a stop in ********, *******Before booking, we spoke to several Royal Caribbean agents to confirm if Indian passport holders needed a ************* if they didnt disembark in ********. Every agent assured us they did not need a **** as long as they stayed onboard. Based on that, we did not apply for *************s for my *************** the ************, we were told ****s were required and my grandparents were denied boarding. We explained we were repeatedly told otherwise by Royal Caribbean agents, but the staff insisted it was a mandatory requirement. They were also extremely rude and dismissive, walking away mid-conversation and refusing to assist ***** make matters worse, they did not return our luggage, which contained essential medication. This created a dangerous situation for some members of our group. Since our elderly grandparents couldnt board, the rest of us also had to forfeit the cruise.Afterward, Royal Caribbean refused to give us access to the call recordings. They said they would review them internally but stated that even if their agents gave us false information, we would not receive a refund. They also refused to escalate the case or connect us with someone who could ******* a result, we lost $10,000 on the cruise and $5,000 in related travel expenses, all due to misinformation provided by their agents and poor handling at the port.
Business Response
Date: 05/29/2025
Subject: Jain

Case: ******** Bookings ******* & 5818768

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

I would like to inform you that our resolution team has been in contact with the guest 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

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:05/21/2025
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.
My cruise information: Booking ID: ******* Ship: Freedom of the Seas Sail Date: 09/Jun/2025 Phone: ********** Issue: There was a bogus $430.00 charge put on our Royal Caribbean account that we disputed. My wife talked to two Royal Caribbean employees, ******* and Mauri, and they both said the charge would be removed. The cruise, excursions and drink package were all paid in full. Sunday morning (5/18/25) our reservations were cancelled because of that unpaid charge. My wife has called numerous times and all she gets is a sorry that this happened and there are no more rooms available on the ship. We are out the cruise cost, beverage package and excursions, not to mention our air fare from ******* to *****. This is ridiculous that this even happened and your employees do not seem to care and offer no solutions. Something needs to be done about this. All the calls were recorded, so you can go back and check them. Please escalate this to someone who can do something about it. Are we even on a waiting list in case there are cancellations?
Business Response
Date: 05/23/2025
Subject: ******* **#*******
Case: 23360747

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

According to our records, we have been in contact with ********** regarding this concern. We provided him with a full refund on May 22,2024.

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: 05/23/2025

Complaint: 23360747

I am rejecting this response because: It wasn't just about the money. The fact that our cruise was cancelled because of an error and oversight on your part shouldn't of happened.. Yes, I do see the money was refunded but I'm still out my airfare from ******* to ******

Sincerely,

***** *******
Business Response
Date: 05/27/2025
Subject: ******* **#*******
Case: 23360747

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

According to our records, the guest added A2S on this reservation on 5/1/25 and picked their seats for the flights. Please keep in mind that you can only pick seats when the A2S is actually booked. They were then sent balance due for the flights on 5/3/25, 5/7/25,5/13/25 & 5/18/25.
The balance due was not paid and the booking was canceled on 5/18/25.
The A2S on and this booking was removed on 5/6/25 which left a penalty amount of $430.00 USD. We did refund the guest this amount as a goodwill gesture. However, we are unable to offer any additional refunds for flights that the guest booked separately. This is our final decision and will not be amended.
All invoices and balance due letters were sent to: ********************************
An invoice including A2S was sent to the guest on 5/2/25.Invoice is attached.

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: 05/27/2025

Complaint: 23360747

I am rejecting this response because: Once again we never booked A2S and especially didn't pick seats. We called A2S on 5/1 to get pricing only, nothing was booked. They didn't even have our credit card. We ended up booking through the casino with no air fare. We called the first time on 5/6 when we saw the charge and ******* and ****** said the charge would be removed within 3 days. After it was not removed we called again on 5/10 and talked to Mauri and she said it would be removed within 10 days. Then on the 18th everything was cancelled. Then we talked to Irish that said there were no rooms available. She also said this was not our fault and yet we still don't have a cruise.
This trip was booked along with ***** ***** who also had the same charge put on her account. She called and it was removed immediately, cancellation number **********. We called right after her and were told it would be removed in the 3 days then 10.
Irish said she would call me today whether there was or was not any cancellations. I haven't heard from her yet.
Thanks

Sincerely,

***** *******
Initial Complaint
Date:05/21/2025
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.
Im writing to formally escalate a billing issue from my May 2025 Royal Caribbean cruise. On 5/18/25, a charge of $187.67 was attempted on my account and declined. I immediately went to ************** and, with the help of a *** named Weiwei, used internet access to transfer funds and settle my balance before disembarking the ship.Unfortunately, due to what I was told is an outdated system, the payment did not register, and another $187.67 hold was placed on my account. Now, two identical charges are affecting my bank account, causing bounced payments, overdrafts, and major financial stress.I contacted the Post-Cruise Department and spoke with *****, who attempted to call my bank. The bank confirmed they cannot release the funds and I must wait 710 days for the duplicate hold to drop. I requested compensation for the error, but ***** said she could not help. I escalated to her supervisor ******, who was dismissive and showed no empathy.This situation is not only frustrating, but unacceptable. I organized a group booking and expected better service. Im now dealing with the consequences of Royal Caribbeans system failure, which has impacted my personal finances and well-being.I respectfully request that Royal Caribbean:Provides credit or compensation for the financial and emotional stress this issue has caused.Covers any related bank fees or overdraft charges.Acknowledges and resolves this complaint as a priority.I truly hope Royal Caribbean takes this seriously and resolves this matter promptly.
Business Response
Date: 05/23/2025
Subject: ******** 9099314
Case: 23359020

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

Like most vacation companies, to ensure that the funds are available, holds are placed on the guests account throughout the cruise. The time in which these holds remain on the account varies by banks. For United States credit cards, they usually release 3 to 10 business days after the cruise. For international credit cards, they can take up to 30 business days. Kindly note, it is at the discretion of the respective financial institution associated with the credit card in question to release any pending authorizations. Therefore, we are unable to offer any refunds because these are holds, not actual charges.

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: 05/23/2025

Complaint: 23359020

I am rejecting this response because:

Sincerely,

***** ********
Business Response
Date: 05/27/2025
Subject: ******** **#*******
Case: 23359020

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

This email was sent by the guest with no information.This is the only information included in the rejection.

I am rejecting this response because:

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:05/20/2025
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.
I paid my cruise in full and received emails stating that my cruise was paid in full. Now a mistake on their part is trying to make me pay more money because they state that they refunded me money that I still have not received in my account. I have talked to several personnel one is **** I talked to his Supervisor ****** to get the matter resolved and now I keep getting harassed for money that I have received yet in my account. Date: 20 May 2025 Time: 1954. They would not help me and still made me pay when I have not received the money that was supposedly refunded to me. I have not received any refund yet.
Business Response
Date: 05/23/2025
Subject: ****** **#*******
Case: 23357175

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

According to our records the refund in the amount of $56.56 USD, was dispersed to the guest credit card ending in 6819, on May 21,2025.

In addition, there is no balance due for this reservation. It is paid in full. See attached invoice.

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: 05/23/2025

Complaint: 23357175

I am rejecting this response because: They made me pay the ***** which brought my account to be paid in full because they said the refunded me for that amount twice however I only got one refund of ***** from Royal Caribbean.

Sincerely,

Deshounn ******
Business Response
Date: 05/28/2025
Subject: - Romley
Case: ******** Booking # *******

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

We are sorry to hear that this situation remains a concern for Ms. ******* I have attempted to contact her but was unable to reach her directly. Our records indicate that the reservation has been paid in full at this time. Additionally, a refund in the amount of $56.56 has been processed back to the MasterCard ending in 6819. I have also emailed the guest a copy of her invoice for her review.

If Ms. ****** has any additional questions or requires further assistance, please do not hesitate to have her contact our *************************** via email or by phone at (US) ************** or (**) ***** 834 119.
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:05/17/2025
Type:Order 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 had a cruise booked for July 2025, had to change it because Royal Caribbean Air 2 Sea messed up our flights near final payment date. Switched to October 2025. The price dropped $396 and offered $100 onboard for the same room type. ** would not honor as it was for new bookings only. So I requested to cancel my cruise. They informed me I would lose 75% of what I paid even though I havent hit final payment date. I have documents in hand that show my final payment date is August 18, 2025 - cruise receipt pdf directly from Royal Caribbean. I want to be able to cancel and only lose my deposit that I agreed to when booking. That also aligns with the documents they sent me via email.
Business Response
Date: 05/21/2025
Subject: ******* 458159
Case: 23344163

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

According to our records, the guest requested to have the Birthday Bash Promotion applied to the reservation on 5/17/25. She was advised that this promotion was for only new reservations. The original reservation for this guest was made on 11/22/22. Therefore, it was not applicable.

In addition, according to our records, the guest inquired about canceling the reservation. This booking would be 100% penalty because it is based on the original reservation guest made for the Voyager of the Seas,sailing on 9/29/24. The ship and sail date were changed 2 additional times.However, the penalties would be based on the original sailing which is 100%. The guest spoke to a supervisor, and they offered a 75% penalty only as a goodwill gesture and the guest declined. We are unable to offer any refunds for this 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: 05/21/2025

Complaint: 23344163

I am rejecting this response because: my documentation that Royal Caribbean sent me shows Im not at final payment date and my only penalty is my deposit. How can you put different terms on someone when what was sent in writing is different? Please see attached docs. I'm not sure how this is legal at all.
Sincerely,

********* *******
Business Response
Date: 05/22/2025
Subject: ******* 458159
Case: 23344163

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

We appreciate the guest providing the supporting documentation. However, it is clearly stated on the document the guest provided that The booking is currently subject to $1250.00 USD cancellation penalties at time of this booking invoice March 30, 2025. This amount may increase based on the cruise penalty schedule. Once again, this reservation will be in 100%penalty should it be canceled. Therefore, we will not be able to offer any refunds.This is our final decision.

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: 05/27/2025

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,

********* *******

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