Business Profile

Cruises

Royal Caribbean Group

Headquarters

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Complaints

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

Customer Complaints Summary

1,424 total complaints in the last 3 years.
428 complaints closed in the last 12 months.

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Submit a Complaint

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:05/16/2025
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 or about April 5, 2025 I purchased a cruise with a July departing date, with three (3) itineraries which included ******* as one of them hence reason I was interested in the trip. On April 19th it came to my attention (someone saw it in the news) the cruise line will not be making that stop so I reach out to them where they reassured me I had nothing to worry about. May 9th to find out that particular itinerary has been replaced with another port at one of the location already on the reservation. The cruise line is refusing to allow me to make any changes to my reservation and/or compensate my party for this. They have not made a successful trip to ******* in over 5 months and yet it was still being advertised and is still being advertised on their upcoming August trip. Royal Caribbean is deceiving their customers and they shouldnt be able to get away with it.
Business Response
Date: 05/19/2025
Subject: ********

Case: 23339589

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 Ms. ********* however, the information provided is not enough to locate her reservation. If they can provide us with their reservation number, along with the ship and sail date of the cruise in question, we will be able to locate the details and research this matter.

Thank you for your assistance. We await further reply.
Sincerely,

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

Customer Answer
Date: 05/22/2025
Client ***** Booking ID: *******, *******
I have 2 cabins reserved and travel date is 7/20-7/26/25 on the Oasis of the Seas out of ***************. I would like the opportunity to swap out this itinerary for another one as I truly do not want to go to 2 ports in the ******* as thats not what I signed up for. Given *** deceit I feel thats the least they could do. Last successful trip to ******* was more than 5 months ago and my trip was only booked last month therefore that port shouldve never been advertised on any of their trip.
Customer Answer
Date: 05/29/2025

Complaint: 23339589

Client Nadia ******* ID: *******, *******
I have 2 cabins reserved and travel date is 7/20-7/26/25 on the Oasis of the Seas out of ***************. I would like the opportunity to swap out this itinerary for another one as I truly do not want to go to 2 ports in the ******* as thats not what I signed up for. Given *** deceit I feel thats the least they could do. Last successful trip to ******* was more than 5 months ago and my trip was only booked last month therefore that port shouldve never been advertised on any of their trip.

Sincerely,

***** ********
Business Response
Date: 05/30/2025
Subject: ********
Case: ******* Bookings ******* & 2643052
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We understand that itinerary changes can be disappointing for our guests, and we do not make these decisions lightly. Unfortunately, there are circumstances in which we must alter a ships itinerary for various reasons. In the case of the Oasis of the Seas sailing on July 20, 2025, for which Mr. ******** was booked, we will not be offering any compensation due to this change. Should guests choose to cancel, this will be subject to the normal cancellation penalties agreed upon at the time of booking. Therefore, we must respectfully decline Ms. ********** request.

When a guest books a cruise, they agree to abide by the terms outlined in the Cruise Ticket Contract. Section 7 of our Cruise Ticket Contract (***) states: Carrier may for any reason at any time and without prior notice, cancel, advance, postpone or deviate from any scheduled sailing, port of call, destination, lodging, or any activity on or off the Vessel, or substitute another vessel or port of call, destination, lodging, or activity. The *** is available for review here: [Cruise Ticket Contract] (******************************************************************************************************************************************************).

There may be times when circumstances do not unfold as we intended. We sincerely apologize for any disappointment caused by the change in your cruise itinerary.
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:05/15/2025
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.
My fiance and I cruised with Royal Caribbean from March 915, 2025, and got engaged during the trip. We purchased a $1,400 photo book following a professional onboard photo shoot. We were told it would arrive in 68 weeks. As of May 15, we have received no product, no tracking info, and minimal communication.On April 30, I contacted Royal Caribbean via chat and was told by a *** named **** that they would coordinate with the photo team and follow up in 35 business days. I followed up again on May 7 and spoke with ****, who told me to wait longer. On May 8, I received an email from ***** stating they were still coordinating with the photo team onboard. On May 9, ***** said the book had entered production and they were waiting on tracking infobut no one followed up.On May 13, I sent a formal request for a refund and expressed my frustration that such an expensive and meaningful purchase had been handled so poorly. As of May 15, Ive received no response. I believe Ive been more than patient.This experience has been extremely disappointing. Had I known the process would take this long with no transparency or updates, I would have created a photo book elsewhere for far less money. I expected more from Royal Caribbean and their vendors, especially when the purchase was tied to such a special life event.Resolution Requested: A full refund of $1,400. If the book eventually arrives, I am happy to return it at their expense.
Customer Answer
Date: 05/15/2025
Im attaching the itemized receipt for what I paid for. I also wanted to update that I made a mistake, the photo book was only $1299 not $1400, the $1400 was including other purchases. The only purchase I am requesting a refund for is the undelivered photo book. Sorry the total refund amount should only be $1299 not $1400.
Customer Answer
Date: 05/15/2025
On May 15, Royal Caribbean emailed me stating they still do not have tracking info and that the item is awaiting shipment. They also referenced a strict no-refund policy.
In response, I informed them I have filed this complaint and formally requested a refund unless verifiable tracking is provided by May 20, 2025. I have attached screenshots of the email exchange as supporting evidence.

Customer Answer
Date: 05/16/2025
Update: On May 9, Royal Caribbean claimed the photo book had completed production and was awaiting tracking. On May 16, they admitted the item was never made due to a backordered material. This is a clear contradiction and shows I was misled.
Due to this misrepresentation, I formally canceled the order via email on May 16. I informed the company I no longer want the product and that they are not to proceed with production or shipment. The order is canceled. I am seeking a full refund for the undelivered item.
attached are the email correspondence showing this interaction.

Business Response
Date: 05/19/2025
Subject: ******* **# ******
Case: 23331609

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 disappointment caused by the delay and lack of communication regarding the photo book order for
Mr. *******.

We have canceled the photo book order, as requested by the guest,and we are processing a refund in the amount of $1299.00 USD to the credit card used for the onboard spending account. Please advise the guest to allow 7-10 business days for processing of the 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: 05/19/2025

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:05/14/2025
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 have already paid for our cruise in full and I did not get travel insurance. I have tried to call and get our date moved because I broke my big toe in 4 places last month, and I have been having balance issues and still have pain in my toe as well as swelling. I don't want to go and not be able to explore and enjoy it. I don't want a refund, I just want to move the date so we can enjoy our cruise. This is for my 40th birthday and I don't want to cancel, but I think it would be best to move to a date when toe is healed and I feel better. I do have documentation that it is broken as well as xrays. No one is helping me
Business Response
Date: 05/18/2025
Subject: ******* **#*****
Case#********

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

We appreciate Ms. ******* contacting us regarding her reservation with Celebrity Cruises. Although both brands are owned by Royal Caribbean Cruises Ltd, they are operated as two separate distinct products, and as such, we have forwarded her concerns to the department that will be handling her concerns. They will respond directly to Ms. *************************** you for bringing this matter to our attention. We have thoroughly reviewed this complaint.

Sincerely,

******** *********
Royal Guest Experience Management
Initial Complaint
Date:05/13/2025
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 paid for this cruise twice on Feb 19, 2024 and I was reimbursed for it but on May 1 2025 that the payment did not go through. I paid for it a 3rd time. I have made multiple calls and was told someone will call me back.
Business Response
Date: 05/15/2025
Subject: ******

Case: ******** Booking # *******
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have been in contact with Ms. ****** regarding this concern. We believe we have found an amicable resolution.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:05/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I requested and told that Id be refunded for the gratuity amount of $102.50 of the beverage package. This amount has not been refunded as of yet to my original credit card which is the form of payment I used. I already spoke to ************** on the ship on May 7 2025 and was told not to worry it will be taken care of. This hasnt been take care of. Please issue refund of $102.50 to **** card for reservation number: *******.
Business Response
Date: 05/18/2025
Subject: ******* **#*******
Case#********

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 Ms. ******* regarding this concern. We have provided her with an amicable resolution.

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

Sincerely,

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

Customer Answer
Date: 05/18/2025

Complaint: 23324438

I am rejecting this response because: I received a call back from a Royal Caribbean representative a few days ago stating that I will receive a refund of the $102.50 of the optional deluxe beverage refreshment package (up to guests discretion per Royal Caribbeanss online company policy). I have yet to receive this. I will close this case as soon as the refund has been issued and posted.

Sincerely,

***** *******
Business Response
Date: 05/19/2025
Subject: ******* - Case #********

Booking: 9055924

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

Our records indicate that this refund is currently being processed as of May 14, 2025. Please note that the processing time can take up to 7 to 10 business days to complete. I have expedited this case to the accounting department to ensure a prompt 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: 05/19/2025

Complaint: 23324438

I am rejecting this response because:
Still awaiting refund to original form of payment in amount of $102.50
Sincerely,

***** *******
Customer Answer
Date: 05/21/2025
Refund received. Appreciate your support with this matter.
Initial Complaint
Date:05/13/2025
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 online it say kid go on boat for free but I already book my room but I want to add other room for my mom and sister and her kid but it go up to other ***** of online it say kid for free
Business Response
Date: 05/16/2025
Subject: - West (Case #********)

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

Please inform Ms. **** that prices are not guaranteed until the booking is confirmed. If there are any further concerns regarding the amount of the cruise, we kindly ask that she contact her travel agent or our *********************** for clarification.

The contact number for our *********************** is **************. One of our representatives will be happy to assist her with any questions or issues regarding her future bookings.

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: 05/16/2025

Complaint: 23323608

I am rejecting this response because:

Sincerely,

***** ****
Im requesting under the *** I want you to call me ********** because you dont no what Im talking about
Business Response
Date: 05/19/2025
Subject: West

Case: 23323608

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

We have been in contact with Mr. **** regarding his concerns. He was unable to speak at the time due to work commitments and has requested that we follow up with him tomorrow at 12:00 noon to discuss his concerns further.

Thank you for your attention. We look forward in speaking with him to clarify any questions.

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:05/12/2025
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 am writing to formally file a complaint regarding a disappointing and incomplete excursion experience my family and I had during our recent cruise on the Oasis, May 311.On May 9, while docked in ************, we participated in the Ocean World Dolphin Encounter and Snorkeling with Sharks excursion. We paid $721 for our family of 4 (2 adults, 2 children), expecting a once-in-a-lifetime, interactive experience as advertised.Unfortunately, the dolphin encounter fell far short of expectations and became a frustrating and disheartening ordealespecially for our children. We were placed on Platform C with ***************************************** line. As we waited, we watched 22 others enjoy full interactions with the dolphin. Just before our turn, the dolphin swam away. We waited over 20 minutes, but it never returned. Meanwhile, my children watched other platforms filled with laughter and excitementthrowing *****, being splashed, and watching dolphins jumpwhile we stood by, disappointed.A second dolphin was brought in but also swam off. After more waiting, we were moved to another platform and rushed through a few quick photo ops. There was no meaningful interaction, no engagementjust a hurried attempt to salvage what was clearly a failed experience. It felt like an afterthought and did not resemble what we paid for.While I understand dolphins are live animals and cannot be forced to perform, the lack of contingency planning and the rushed, incomplete experience was unacceptable. We paid for a premium experience and received only a fraction of what was promised.Onboard, I was told only a 10% refund could be offered and that I would need to follow up after returning home. This token gesture does not reflect the emotional letdown, lost time, and missed experiencesespecially for our children, who had looked forward to this for months. I am requesting a more appropriate resolution and refund that reflects the significant shortcomings of this excursion.
Business Response
Date: 05/16/2025
Subject: ****

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

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have been in contact with Mrs. **** 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: 05/21/2025

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:05/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This cruise was our most regrettable and upsetting vacation. The first day onboard, our neighbors played a loud boombox on their balcony playing vulgar music. I tried to address this with the neighbors, they were went back inside, and several other cabins could hear it. I go into the hallway to see several talking about this and reported this to the stateroom supervisor who said they'd address it. Unfortunately, though the speaker didn't continue as loudly, the horrible behavior did. The neighbors would be up partying almost every night, banging furniture, screaming, and on multiple occasions, I brought it to security and guest services attention. Each time, we observed that this was not addressed. One night, security came up with me - but we believe the neighbors saw security through the peephole, because after they left, they got loud again. We involved guest services and security again; security came in on about 8 people in the room and told them to stop. There were no adults in the room to hold the teens accountable. The situation continued, escalating on the final day and night to include minor females in the room, several guests, what looked like potential drug deals, previous pot smoking sessions, and loud chaos. We spoke to a guest services manager who offered a 15% ***, which was appreciated, but cannot make up for an absolutely awful vacation. We were constantly told the situation would be monitored, and it wasn't. The final night, several cabins were fed up and we all stood watch outside their room and acted as security which helped dissuade the many that tried to enter. Many cabins were upset, including with how **** did not handle this well after several reports and promised follow **** Additionally, the guests around 1 AM wrote horrible sexual comments on a neighboring guest room's whiteboard (we took a photo). One of the guests also threatened to throw us overboard.SYMPHONY OF THE **** 9 NIGHT EASTERN CARIBBEAN CRUISE Start: 04/30/2025 *** #*******
Customer Answer
Date: 05/09/2025
Good evening BBB,
Thank you for allowing my claim!
Due to the low character count, I couldn't add everything, but what I did want to add is that anytime I was referencing guests committing the negative acts, it was always in reference to to those in the offending cabin and the guests that would come into the offending cabin. For Royal: the offending cabin was 8700. I addressed this multiple times with security and guest services onboard, and it was never resolved and did become a security safety issue towards the end that was still not resolved.
This resulted in very few nights of sleep for me.
Business Response
Date: 05/15/2025
Subject: Montague

Case: ******** Booking 1198029
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have been in contact with Mr. ******** regarding this concern. We 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: 05/15/2025

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. ****** did an excellent job of empathetically listening to and addressing this complaint.
Though the actions that occurred on the cruise were not correctable and unacceptable, ****** assured there would be an appropriate investigation into the matter, and I believe her. She sets the gold standard for customer service. And to anyone that speaks with her: remember, ****** was not the person that caused your problems, she is there to help to the maximum extent she is allowed. And I appreciate her for it. This made me interested in continuing business with Royal.

Sincerely,

**** ********
Initial Complaint
Date:05/08/2025
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.
I recently sailed with Royal Caribbean. I'm writing to express my disappointment regarding a misleading experience I had while booking a dining package.On April 18th, I called Royal Caribbean customer service to purchase a dining package. During the call, the representative explicitly told me that **Chefs Table was included** in the package. Based on that assurance, I went ahead with the purchase. However, once on board, I received a note in my stateroom stating that Chefs Table was **not** included. Had I known this, I would never have bought the package.I raised the issue with ************** and was assisted by ****** ***** ***** (from *********)**. Unfortunately, he refused to provide me with a report number or a copy of the complaint, which left me feeling like my concern wasnt being properly acknowledged.**********, the Assistant Maitre D, tried to assist by contacting a bar manager to see if anything could be done. When it couldnt, he simply canceled the Chefs Table and rebooked us at **Chops Grille**. While I appreciate the effort, this solution did not address the core issue of being misled during the booking. Recommended ************* make matters worse, the dining reservations that were supposedly made during the initial booking call did **not show up** on the ships system. As a result, we missed several days of diningadding even more frustration to our experience.I trusted the information your representative gave me and feel that I was misled into making a purchase based on false details. Im requesting a formal response and appropriate compensation or refund for the dining package under these circumstances.
Business Response
Date: 05/13/2025
Subject: ***** **# ******
Case: 23305525

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 matter. Our Executive Team provided him with an amicable resolution to this concern on 5/12/25.

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:05/08/2025
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 purchased 2 Royal Caribbean Next Cruise Credits (******) (******) for $400 so I can get $500 credit from my last Star of the Seas Cruise in Feb 22, 2025. I was told on board that I could use any travel agent. The credit got assigned to Worldvia under travel agent ***** ******* IATA ******** and Phone ************ but she has been really difficult to work with. She is holding my RC credit hostage and asking me to pay her $600 to transfer it to *************. I wasn't able to book with her and I did book 2 new cruises with ****** (*******) and (*******). They both occurred within next cruise credit requirements. I tried for 3.5 hours and at least 5 different calls to RC to help me. Now I just want my money back because I had to pay deposit again. I can't access my credit.
Business Response
Date: 05/13/2025
Subject: SU BK# *******/262771
Case: 23303549

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 difficulties the guest has experienced regarding the cruise credits and the frustrations caused by this matter. We understand how important these credits are to them and being unable to access or transfer them can be very disappointing.

However, according to our records, these reservations are connected to a travel agency. 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

Customer Answer
Date: 05/13/2025

Complaint: 23303549

I am rejecting this response because: I directly paid Royal Caribbean $400 deposit credit. I didn't pay my travel agent. I am not getting any benefit from this deposit and I have booked additional cruises with RC in regards to their programs requirements. I would like to get a refund.

Sincerely,

****** **
Business Response
Date: 05/14/2025
Subject: Case #******** Bookings #******, 281683

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
We sincerely regret that this situation remains a concern for Ms. *** Please note that all Next Cruise program deposits are non-refundable and are subject to the applicable non-refundable deposit policy. Once a booking has been transferred through a travel agent, the guest is legally committed to contacting the agent for any further assistance or requests. Due to privacy laws, we are unable to provide assistance directly; please contact the travel agent for further support.
After careful review of all the guest concerns, we confirm that our decision will remain final.

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: 05/14/2025

Complaint: 23303549

I am rejecting this response because: the credit got transferred to ******** and I was told by ***** that I am not her client via email and thus she isn't working with me, we have no relationship or contract. She wants to charge me to transfer the credit. It was confusion where my previous travel agent sent it to her instead of ****** Travel who I ended up booking with. What do I do? I did work with DirectTravel, can you transfer it back to them? WorldVia, I don't have a travel agent. She just keeps telling me she can't help me, I am not her client. It is true we were never in a relationship or clients. It was accidental transfer through some miscommunication.

Sincerely,

****** **

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Royal Caribbean Group is NOT a BBB Accredited Business.