Business Profile

Cruises

Royal Caribbean Group

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cruises.

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

1,427 total complaints in the last 3 years.
431 complaints closed in the last 12 months.

If you've experienced an issue

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:05/07/2025
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 with royal Caribbean. I was never told while booking that there arecsmoking and non smoking rooms. After speaking with a friend i was told to call Royal Caribbean to find out about our room. After speaking with a *** we were told that we are in a smoking room. My husband has scarring of the lungs and we would have never chosen a smoking room. There were no options to not choose a smoking room and when I asked about it they told me no options are provided when booking online or the app. We have to call and ask. Had it not been for our friend we would have never known to call. We asked to be switched and they quoted us $320 dollars more. I dont think this is fair that we should be charged for something we knew nothing about. Royal could be looking at a law suit for liability putting us in a smoking room with lung disease. We want our deposit back.
Business Response
Date: 05/12/2025
Subject: Belfreybarnes
Case #******** Booking # *******

Thank you for reaching out and giving us the opportunity to address your concerns. We appreciate your feedback and are committed to ensuring all our guests have a comfortable experience onboard.

Please note that Royal Caribbean ships are designed as non-smoking environments, and for the safety and comfort of everyone, smoking is strictly prohibited indoors, including all staterooms, balconies, dining venues, theaters, bars, lounges, hallways, elevators, and indoor communal areas. Smoking is also not permitted in certain outdoor areas such as restricted zones, food venues, childrens play areas, and pools.

Important Clarification Regarding Cabin Policies and Smoking: Our current standards do not include designated smoking cabins or rooms. All cabins are non-smoking, and this policy is clearly outlined onboard. Smoking is only permitted in designated outdoor areas and specific onboard smoking lounges, with signage and ashtrays provided for guest convenience. Electronic cigarettes (e-cigarettes) or vaping devices are only permitted within designated smoking areas.

Our records do not indicate any inquiries or requests regarding smoking cabin accommodations. Currently, our policy does not allow for the selection or modification of smoking preferences during booking.

Regarding your request for a refund of your deposit: Please be advised that deposits paid at the time of booking are non-refundable, as outlined in our booking terms and conditions. Therefore, we are unable to process a refund for your deposit. Our decision will not be amended. We apologize for any confusion this may have caused.
Should the guest have any further questions or require assistance, please do not hesitate to contact our call center at **************.

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: 05/12/2025

Complaint: 23301593

I am rejecting this response because: I spoke to someone on May 6 and May 7 and was specifically told by a manager that I was booked in a smoking room. I want my money back now! I was told that my room is above the smoking section and that I needed to pay more money to be switched. Look at your phone records and see what I was told and provide me with a refund!

Sincerely,

******* Belfreybarnes
Business Response
Date: 05/13/2025
Subject: Belfreybarnes BK# *******
Case: 23301593

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

We are unable to locate any call from the guest regarding smoking in staterooms in this reservation. In addition, please be advised that we have a no smoking policy in all our staterooms in the fleet. Therefore, the guest could not be booked into a smoking stateroom as there are none. We apologize for any confusion regarding this matter.

Furthermore, this reservation was booked online by the guest with the Nonrefundable Deposit Program. We have included the invoice where this information is clearly stated. Therefore, we are unable to offer any refund. Once again, 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: 05/14/2025

Complaint: 23301593

I am rejecting this response because: they lie and I guess Ill just file my lawsuit and request the phone records myself.

Sincerely,

******* Belfreybarnes
Initial Complaint
Date:05/05/2025
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 wife and I had a reservation ******* for Spectrum of the Seas sailing on May 1st 2025. We called Royal Caribbean customer service one day before the trip, and they have confirmed to me that the trip looks all good. However, as soon as we arrived at the port, we were informed that the trip was cancelled due to a returned payment. I checked with the bank immediately, and they did not see any refund or transaction either to or from Royal Caribbean in spite of the payment I made on October 14th 2024 for this trip paid in full, in total 6062 USD including a suite reservation for 2 and two onboard dining package. Up until now, we have not received any further information from Royal Caribbean nor any returned payment as said.
Business Response
Date: 05/11/2025
Subject: You BK#*******
Case: 23291183

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 canceled due to a fraud alert on the guest credit card.
If the guest has additional questions regarding this matter,they can send an email to: ***********************************

In addition, also according to our records, we have already requested a refund to the guest credit card ending in 2123, in the amount of $6062.00 USD. 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: 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. Thanks for the help.
Though we have never received a proper explanation from Royal Caribbean, as they only ***** for the fraud credit card transaction, which, according to my bank, never happened. Countless phone calls we have made to find an explanation for this cansellation, but Royal Caribbean just is too good to admit that they can cansel any customer's order as they wish to without proper notice. If it is possible, we would also like to inform future potential customers of this situation, and be aware of their terms of service.

Sincerely,

Yiwen You
Initial Complaint
Date:05/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am disputing a $478.80 spa charge from my Celebrity Ascent cruise (Booking #*******). On April 13the first day of the sailingI visited the spa to confirm my prepaid massage appointment and get familiar with the facility. I was asked to sign a form, which I believed confirmed my scheduled services or suite benefits.I had been drinking earlier that day and did not closely review the form. No staff member verbally disclosed the cost or explained I was authorizing a $478.80 charge. There was no visible signage or clear pricing. I used the thermal suite once, believing it was included with my Retreat Class suite or my prepaid $295 massage. On April 14, I added $59 in upgrades during that massage.Given that many cruise lines (like MSC) include thermal suite access with spa bookings or higher-tier suites, I reasonably assumed it was part of my package. I did not knowingly consent to purchase a separate, premium-priced service. If I had been clearly informed, I would have declined.I emailed Celebrity Cruises on April 20 and 21 with no response. I followed up via online chat a few days later and was told the ship would be contacted and Id receive a follow-up the next day. I never heard back.I respectfully request a full refund of the $478.80 based on the following: the charge was not clearly disclosed or explained; I was under the influence of alcohol and did not understand what I was signing; I was already a Retreat Class guest and paying spa customer; and I made multiple good-faith attempts to resolve this with no response.This charge was surprising and disappointing. I otherwise enjoyed my cruise, but this experience has impacted my trust in Celebritys pricing transparency and guest service.
Business Response
Date: 05/09/2025
Subject: ********

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

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

Please inform Ms. ******** that this case has been forwarded to the Celebrity team for further review.

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:05/02/2025
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 scammed and also given erroneous incorrect info and multiple supervisors by Royal Caribbean. Was supposed to be getting a call back from 2 different supervisors named **** and ******. Also spoke to several incompetent representatives wasting my time (Laura,Eli, *******)
Business Response
Date: 05/07/2025
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 our RRS Supervisor was in contact with Ms. ******** on May 2, 2025, regarding this concern. We believe we have found an amicable resolution to the issue.

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

****** **********
Royal Guest Experience Management
Customer Answer
Date: 05/07/2025

Complaint: 23277684

I am rejecting this response because my dining times have not been updated and no ********** called me back as they were to when a dining time opened. I have been on a wait list for weeks, the first ********** told me my dining time should be updated to 5pm within 2 to 3 days. That hasn't happened.

Sincerely,

********* ********
Business Response
Date: 05/07/2025
Subject: Pavlinic

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

Sincerely,

****** **********
Royal Guest Experience Management
Customer Answer
Date: 05/07/2025

Complaint: 23277684

I am rejecting this response because I did speak to ****** however I never received a confirmation of my dinner change to 5 pm and we are still showing 7pm my dining time ******. She said it was updated. ****** can you please email me a copy directly of the updated dinner time. I havent been able to get information from travel agent. I just need something in writing so I don't have to struggle on ship. As I mentioned there have been alot of scams and misinformation at RC
Hoping you can. Send me the confirmation.

Sincerely,

********* ********
Business Response
Date: 05/09/2025
Subject: ********

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

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

A separate invoice has been forwarded to Ms. ******** confirming the main dining arrangements. Should she have any further questions or require additional assistance, please encourage her to reach out to us. Our contact number is **************.

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:05/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a future reservation with Royal caribbean - I need to apply an Employee discount Ive been transferred 3 times and nobody seems to know how to apply it- I need a resolution Im calling from onboard - I have a valid employee discount - Please contact me
Business Response
Date: 05/06/2025
Subject: *******

Case: ******** Bookings ****** & 8148211

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our records indicate 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
Initial Complaint
Date:04/29/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a Royal Carribean cruise on their Icon of the seas ship on 4/18/25 totaling a cost of ********. The cruise was promised to visit ***********, **. Maarteen, *****, *********** and ******* *****, I was emailed by the cruise line yesterday 4/28/25 that the ***** destination was being cancelled out of an abundance of caution and we would receive a single room credit of 100 dollars for two individuals. The credit cannot be redeemed prior to cruising to book any excursions etc but we have to wait to use it while sailing. The cruise line is false advertising with offering this destination and then canceling not even a week prior to departure, which is out of their cancellation window (30 days prior to sailing) which prohibits you from canceling without losing the total you paid for the cruise. All the company is offering is the taxes back if you cancel totaling ******. You are also not offered the option to change your cruise dates nor a future credit towards a different cruise. The site is still offering two more cruise dates in August and September of 2025 to ***** that will most definitely be cancelled last minute due to the state or Haiti not improving. They should not be advertising a destination they know they deem not safe now nor will be in the foreseeable future without offering a full refund.
Business Response
Date: 05/05/2025
Subject: ******

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

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

We sincerely apologize for any inconvenience caused by the changes to the ships itinerary. We understand that itinerary changes can be disappointing for our guests, and we do not make these decisions lightly. Unfortunately, circumstances may arise where adjustments to a ships itinerary are necessary. Please be assured that your safety is our top priority, and we appreciate your understanding in these matters. We will continue to monitor the situation and make appropriate decision as needed.

The compensation offered is available to all of our guests and is based on the category booked. Out of fairness to all, we cannot make exceptions to this policy. While we are providing compensation due to the itinerary changes, guests who choose to cancel their reservations will be subject to the normal cancellation penalties agreed to at the time of booking. As such, we must respectfully decline *** ******'request for a credit for a future sailing as the cancellation penalties applied to her reservation.

It is important to note that 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] (******************************************************************************************************************************************************).

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:04/29/2025
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.
On 4-27, on symphony of the seas, my bank account got locked and because it was a Sunday I was not able to contact my bank to get it unlocked. I paid $1350~ in cash and signed a promissory note for $2,008.38. I informed them I would send a check the next day, 4-28, for the amount owed to the address listed on the promissory note. At that point I had a signed contract with the Financial Controller, ***** ******, and the Guest Accounts ******, ***** *****, that this amount was to be paid by check within 10 days. On 4-28 I had my bank send a cashiers check for the amount of $2,008.38 to the address Royal Caribbean Cruises Ltd., Attn: ********************************** ***************************************************. This was the agreed method of payment after I was at the guest services desk for 4 hours. After I sent the check on Monday morning, I was then charged $2,008.38 on my card that night even though at that point you were no longer authorized to charge my card as we agreed to settle by check with the signed agreement. Because I sent the check and my card was charged, my account is overdrafted and I have incurred multiple bank fees because you did not follow the agreement. The card needs refunded as I have sent a check by the agreed method and I would also like my bank fees covered.
Business Response
Date: 05/05/2025
Subject: *****
Case: ******** Booking # *******

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

To obtain further updates on your case, please contact Ms. ****** at ************. She will be able to assist you with any specific inquiries and provide the necessary support.

We understand that the situation surrounding your account and the payment method has caused you significant inconvenience, and we appreciate your patience as we work through this matter.

Thank you for bringing this matter to our attention, and we truly appreciate your understanding during this process.

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:04/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife **** and I booked a cruise for February, 2026 and unfortunately, my wife has had some complications with her mother come up over the last week due to her having Alzheimers disease and is now the *** of her medical conditions. We do not want to be out of the country if something were to happen and so we called to cancel our reservation 9 months in advance, leaving plenty of time for Royal Caribbean to still book these spots. We were told that our deposit was non refundable. This isnt right, I dont care what the policy is. They stole $500 from us essentially.
Business Response
Date: 05/04/2025
Subject: ****** **#*******
Case: 23260296

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 booked on 1/25/25 online by the guest. At that time the guest was sent the unpaid invoice which clearly states that this reservation is subject to a $500.00 cancellation penalty as of that date 1/25/25. The deposit of $500.00 was paid and the guest received a second invoice that included the paid amount of $500.00 listed on 1/25/25. The second invoice sent on 1/25/25 also advised the guest of the $500.00 cancelation fee. As per policy we are unable to offer any refunds.

In addition, the guest called on 4/28/25 on 3 separate occasions and was offered to reinstate the reservation so as not to lose the deposit. The guest declined all 3 offers.

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:04/27/2025
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.
WHEN I CHECKED MY ACCOUNT BALANCE ON DEPARTURE IT WAS $4,236.00 BUT WHEN I GOT HOME IT WAS $4,736.00. I CALLED THEIR GUEST RELATIONS NUMBER ON 4/10/25 AND SPOKE WITH ******. WE DISCUSSED OUR ROOM CHARGES AND FOUND A $500.00 ERRONEOUS CHARGE OF $500.00. ****** SAID HE WOULD HANDLE IT AND SEND ME A CORRECTED BILL BY MONDAY 4/14/25. HE NEVER CALLED SO I CALLED BACK AND SPOKE TO JOY. SHE TOLD ME THAT ****** WAS WAITING TO HEAR BACK FROM THE SHIP BUT SHE WOULD CALL ME BACK NO LATER THAN MONDAY 4/21/25. I JUST NEED THE NAME OF ****'S PRESIDENT SO I CAN GET THIS MATTER RESOLVED...
Business Response
Date: 05/04/2025
Subject: Tillet 6144848
Case: 23257060

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

According to our records, the $500.00 additional charge by the second ***** was done at a slot machine. The ***** inserts the SeaPass card,and the machine prompts the ***** to create a PIN. After they do that, it also has the ***** verify their birth date. This transaction was done on the machine on 4/6/25. According to our records this is a valid transaction.

In addition, the name of the President of Royal Caribbean Group is ******* ******.

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: 05/05/2025

Complaint: 23257060

I am rejecting this response because:
The second passenger was my wife **** who never at any point inserted her Sea Pass card into a slot machine during our time in the casino. My Sea Pass card was the only one used. The only time it was not in her possession was when one of your employees had it to confirm our beverage package. We contend that one your employees obtained her information from your internal system then used it to transfer the $500.00 to that slot machine. If **** does not address this and correct it immediately our lawyer will address it with your President accordingly...

Sincerely,

****** *******
Customer Answer
Date: 05/05/2025
In the 1500 complaints filed through the BBB there's a common theme response from their "Guest Relations Management ****** They really could care less about the concerns of their passengers and seem to always defend their decisions based on the company line...
Business Response
Date: 05/07/2025
Subject: *******

Case: ******** Booking 6144848

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

I was able to speak with Mr. ******* on May 6, 2025, and informed him that we conducted a thorough investigation into this matter with the ship. I assured him that we would take a second look; however, our investigation confirms that this was a legitimate charge.

I attempted to reach Mr. ******* today, May 7, 2025, at the number provided, ************, but unfortunately, I was unable to connect with him. I wanted to advise him that we have reached out to the ship again, and they have conducted a full investigation, which also verified that the charges were legitimate transactions.

We apologize that this situation remains a concern for Mr. ******** However, our decision will not be amended, as we have thoroughly addressed all of his concerns and consider this matter resolved.
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: 05/07/2025

Complaint: 23257060

I am rejecting this response because: The charge is not legitimate and there has been no attempt to contact me today? I received an email from ****** ********** at Royal Guest Experience Management after our convesation yesterday which contained our final statement from this cruise that is confusing but given the ineptitude of the **** Folks I'm not surprised. She stated that there was video surveillance that "THE SHIP" reviewed and that "THEY" concluded it contained sufficient evidence of the event. She said that she did not view it but took the word of "THE SHIP". So obviously the **** Folks exsist to just pacify the passengers that complain and in this case (after almost thirty days) since I first bought this to their attention defend the "ships position" as they really don't do anything for us. It's both unfortunate and disappointing but given the BBB has 1600 RCCL complaints with only 400 cases closed it's not surprising. Their President ******* ****** will definitely receive a communication regarding my dissatisfaction in this matter. I had hoped to resolve this on a lower level but sobeit...

Sincerely,

****** *******
Initial Complaint
Date:04/27/2025
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.
Horrible experience room 1535 independence of the sea. My wife was cut employee bumped into her. 2 times breakers on the room shut off lights and Ac. Our room vibrated every morning do to location. Food main dinning room cold. Hair on the bread. I was offered ****** what an insult I want another weekend cruise for free. I have picture please someone call me also asked not to be charged gratuity had to go 2 days in a row to get a credit handicap room did not automatic door open and close like your other ships
Business Response
Date: 05/04/2025
Subject: ***** ** N/A
Case: 23256570

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

We require the reservation number, ship, and sail date in order to assist further.

Thank you for bringing this matter to our attention. We will await additional information.

Sincerely,

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

Customer Answer
Date: 05/04/2025
Here is the Information. You could call me at ************.
Customer Answer
Date: 05/05/2025

Complaint: 23256570

Here is the Information. You could call me at ************.

Sincerely,

****** *****
Business Response
Date: 05/06/2025
Subject: Jrade

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 *** ****** However, our decision will not be amended; we have thoroughly addressed all of his concerns and consider this matter resolved. We apologize for any inconvenience, as we never want our guests to experience a negative cruise.

Our records indicate that all concerns presented by *** ***** were addressed onboard, and compensation was offered. Unfortunately, *** ***** declined this compensation. Specifically, on April 28, 2025, our office offered further compensation regarding the issues that occurred during the cruise, but *** ***** has refused all offers. He has since expressed dissatisfaction with the compensation provided and has communicated that he will be consulting with his attorney regarding this matter.

At this point, we regret to inform you that we can no longer assist with this case further, as *** ***** has indicated he will be pursuing legal action. All available options for compensation have been exhausted.

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: 05/06/2025

Complaint: 23256570

I am rejecting this response because: all I was offered was a total of ****** for all the things that happened. An injury, hair on my food, handicap room did not have automatic door, light and air condition twice had to be reset because lights and ac went out 2, food in the dinning room was warm to cold. I feel the proper compensation should be ****** per person. In the ship I was offered ****** and I refused that then someone called me and offered me only ****** total less that was offered on the ship what an insult. Can someone be reasonable and call me and offer me ****** per person and I will be happy I already have a future cruise scheduled with Royal Caribbean My number is ************

Sincerely,

****** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Royal Caribbean Group is NOT a BBB Accredited Business.