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

1,427 total complaints in the last 3 years.
431 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: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.
This complaint is being made on behalf of my parents.They booked a Mediterranean cruise with Royal Caribbean through Cruises Only in January. A $500 deposit was charged to their credit card that same ****** mother lost her job in March, so they decided to change the cruise to a shorter, less expensive Carribean cruise. She was advised that there would be a small penalty for changing cruises.On April 21st my mother called Cruises Only to make the changes. She spent 2 1/2 hours on the phone while the agent was putting things together and the agent came back with a price for the cruise that was significantly higher than the price that was showing for that exact cruise online because the company was booking her based on the prices for back in January rather than the current lower prices. My mother explained that because of this price discrepancy she does not want to book it. The agent then explained that there was no backing out of this, and my mother's card was already charged the $200 rebooking fee though nothing was booked yet. After hours of back and forth on the phone and transfer to management, there was no resolution, and they were not refunded the $200 fee PLUS they were charged an additional $100 cancellation fee as well, even though they did not book anything and they were not helped at all. The additional $300 my parents were charged in fees was a complete scam on the part of Cruises Only and they are doing nothing to right their wrongs.
Business Response
Date: 05/01/2025
Subject: ****** N/A
Case: 23256502

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

We understand how disappointing it must be to face unexpected charges and discrepancies, especially during a difficult time.Please be assured that this matter is very important to us, and we want to address these concerns.

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

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

Sincerely,

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

Customer Answer
Date: 05/01/2025
Hello,
Their reservation # was #*******, ship was Allure of the Seas, sail date was August 3-10. My mother struggled to find any additional information because the reservation has since been closed out since it is cancelled.
Customer Answer
Date: 05/02/2025

Complaint: 23256502

Hello,

Their reservation # was #*******, ship was Allure of the Seas, sail date was August 3-10. My mother struggled to find any additional information because the reservation has since been closed out since it is cancelled.

Sincerely,

********* ******
Business Response
Date: 05/04/2025
Subject: ****** 6632591
Case: 23256502

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: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.
I was on the phone with someone claiming to be a Royal Caribbean representative. They were able to obtain all my personal information through the Royal Caribbean website, including details about my upcoming trip. They have access to all my personal data, which is not secure under Royal Caribbean's protection. Additionally, I was extorted for over $2,000. This is a disasterhow does Royal Caribbean protect personal information?
Business Response
Date: 05/01/2025
Subject: ***** N/A
Case: 23256055

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

We regret learning about the guest experience. However, we require the reservation number, ship, and sail date in order to assist further.

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

Sincerely,

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

Customer Answer
Date: 05/01/2025
****** *****. Date May 2/2025 from **********. Royal Caribbean Freedom of the Seas Booked number *******. Thank you
Customer Answer
Date: 05/02/2025

Complaint: 23256055

****** *****. Date May 2/2025 from **********. Royal Caribbean Freedom of the Seas Booked number *******. Thank you

Sincerely,

****** *****
Business Response
Date: 05/05/2025
Subject: ***** **#*******
Case: 23256055

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

According to our records, we did not contact the guest regarding any additional payment due and we have no record of a $2000.00 charge. The last transactions we have on record were made on 4/21/25 by the guest and these were for onboard amenities. We suggest that the guest contact his bank and place a stop on the charges incurred.

In addition, our privacy policy can be located on our website at the very bottom where it says privacy.
**************************************************

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: 23256055

Subject: Fraudulent Charges and Unauthorized Access to Personal Information
Dear [Royal Caribbean / Appropriate Contact],
I am rejecting this response because:
An individual claiming to be a Royal Caribbean representative had access to all of my personal information via the Royal Caribbean IT website, including my email address, mailing address, credit cards and cell phone number.
Of course, you do not have a legitimate charge of $2,100 on your end. That was an extortion made through a phone number listed as your customer service line on ******: ************.
Moreover, I received a confirmation email after that call showing the supposed changes and charges made. This email included all of my travel details for the ship in question, which proves that the person had access to your website and to confidential traveler information.
If you can provide me with an email address, I will be happy to forward the confirmation email I received on that unfortunate day.
Best regards,
Dr. ****** *****
Business Response
Date: 05/07/2025
Subject: ***** ** 2977849
Case: 23256055

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

We take matters of security and privacy very seriously, and we sincerely apologize for the continued distress caused.

We want to assure the guests that their comments have been forwarded to our operational teams for an internal review. Although the details of this review will remain confidential, we value your feedback and will consider it as we evaluate potential improvements in our processes.
At this time, we can only recommend that they:

Immediately contact their bank or credit card provider to report any suspicious activity and to ensure your accounts are secure.

Monitor their financial statements closely for any unauthorized transactions.

Contact local authorities.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint.

Sincerely,

******** *********
Royal Guest Experience Management
Initial Complaint
Date:04/26/2025
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 activities related to an upcoming Royal Caribbean Star Of the Seas cruise 11/23-30/25. Beyond paying for the crossed, I had to pay separate for every facet of boarding the boat, eating, drinking, laying by the pool, excursions, taxes and gratuities, majority of these items were never discussed upon booking the cruise so they fraudulently induced purchase of the crosses without full disclosure of all expenses. I then purchased The Keys on 3/8/25 for $1511.71; Internet package on 3/31/25 for $1120.00; and the ultimate dining package on 4/17/35 for $1717.06. None of these show on my reservation or on my app for the cruise despite them charging my credit card. Further, I received notice of a discount rate for my excursions and my dining package. I was charged $6978.78 on 4/17/25 and then received discounts 4/18/25. Royal Caribbean said I needed to cancel and rebook then they recharged me $3554.48 on 4/18/25 for the same excursions and dining package promising me a refund of the initial charge of $6978.78.After hearing nothing I called on 4/23/25 to get my refund, they then refunded me only $3361.92 instead of the $6978.78 they owe me so they failed to reimburse me $3616.86. Ive spent 5 hours on calls trying to get them to get this straightened out and they wont make it right.This is a complete sham. I cant get them to respond and Im out thousands of dollars. This is a horrible experience.
Business Response
Date: 05/02/2025
Subject: *******

Case: ******** Booking ******* & 2837838

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

We are sorry to hear about the guest's concerns. Please be assured that at no point do we intend to provide our guests with inaccurate or misleading information. We are committed to assisting our guests to the best of our ability and strive to ensure transparency regarding our services and charges.

We sincerely apologize for any frustration caused by the billing issues and the delay in processing the expected refund. We understand the importance of promptly addressing your concerns, and please rest assured that we are actively working toward resolving this matter.

Additionally, we have forwarded invoices on cruise planner purchases for your review. Please note that our system is currently undergoing maintenance, and we apologize for any inconvenience this may cause.

For a comprehensive review of your account and billing history, we recommend contacting our dedicated ************** team. One of our representatives will be more than happy to assist you. To ensure your account security, we strongly discourage sharing sensitive information via email. You can reach ************** at **************. Thank you for your patience and understanding.
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
I called their customer service number 5 times before I sent the BBB complaint and I emailed the reservation desk. I received incomplete order information from Royal Caribbean, *** compiled a charge record and left a message for a manager to contact me to try to resolve. This is still unresolved, Im still owed a refund and their customer service number indicates they are unable to help me resolve this. They said I need to speak with a manager and Im trying to connect with one without their help..
Customer Answer
Date: 05/06/2025

Complaint: ********

I called their customer service number 5 times before I sent the BBB complaint and I emailed the reservation desk. I received incomplete order information from Royal Caribbean, *** compiled a charge record and left a message for a manager to contact me to try to resolve. This is still unresolved, Im still owed a refund and their customer service number indicates they are unable to help me resolve this. They said I need to speak with a manager and Im trying to connect with one without their help..

Sincerely,

**** *******
Business Response
Date: 05/08/2025
Subject: Response to Complaint - *******

Case: ******** Booking #*******, 2837838

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

We sincerely apologize for the issues you have encountered. Please rest assured that we have no intention of providing our guests with inaccurate or misleading information. We are committed to assisting our guests to the best of our ability and strive to ensure transparency regarding our services and charges.

I have also forwarded a separate copy to your email address detailing all the Cruise Planner activities you have booked, along with a breakdown of the total amounts paid for each item. Please note that all taxes, excursions, and gratuities are additional charges.

We understand that you experienced complications concerning the discount rates for your excursions and dining package. As a reminder, Royal Caribbeans standard practice requires guests to cancel and rebook to take advantage of any new promotional pricing. Additionally, please keep in mind that all promotions are subject to change and are not guaranteed until booked.

I encourage you to contact our Cruise ****************** at ************** to inquire about any refunds you have not yet received. They will be able to review your account and provide further assistance.

We sincerely apologize for any confusion or delays you have experienced. 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: 05/31/2025
Royal Carribean responded on 5/8/25 confirming the refund I am owed in the amount of $3361.92 to address the dispute I raised indicating I will receive the refund in 14 days. Their response came after I filed this complaint. It is now 23 days and I have no refund. I've emailed them multiple times with no response, see the attached email chain. I have called them 5 times and no one can resolve this. Their customer service number tells me ***** is my agent and she needs to handle this. ***** is never available when I call and she doesn't return my phone messages or my emails. This complaint is not address and shouldn't be closed. In fact, the company responded to you and me to get this closed and did nothing, again. I don't know what else to do as I can't get this resolved with this company.
Customer Answer
Date: 06/04/2025

Complaint: 23255261

Royal Carribean responded on 5/8/25 confirming the refund I am owed in the amount of $3361.92 to address the dispute I raised indicating I will receive the refund in 14 days. Their response came after I filed this complaint. It is now 23 days and I have no refund. I've emailed them multiple times with no response, see the attached email chain. I have called them 5 times and no one can resolve this. Their customer service number tells me ***** is my agent and she needs to handle this. ***** is never available when I call and she doesn't return my phone messages or my emails. This complaint is not address and shouldn't be closed. In fact, the company responded to you and me to get this closed and did nothing, again. I don't know what else to do as I can't get this resolved with this company.

Sincerely,

**** *******
Customer Answer
Date: 06/05/2025
I reject their response. They have not provided the detail of bookings with prices as they indicated in response to this re-opening of my complaint. I have provided a full accounting of my payments that exceed the bookings and Im owed a refund of $3,361.92. They fail to honor their email acknowledgement on May 8 confirming Im owed the refund and they will be sending it to me. They have failed to send it to me. Ive sent multiple emails and made many phone calls since then as recently as June 2 to their customer center phone number. They are unable to resolve this. They say they will email and call me back. They refuse to appropriately address this.
Business Response
Date: 06/05/2025
Subject: *******
Case #: 23255261
Booking #: ******* & *******

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

We regret that this situation has been challenging for Ms. ******** Our records indicate that refunds totaling $3,361.92 were issued to the credit card ending in 1136 for reservations ******* and ******** Both refunds were processed on April 22, 2025.

Should the guest have any further questions, please advise them to contact our Cruise ****************** directly for assistance.

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: 06/06/2025

Complaint: 23255261

I am rejecting this response because:
I have escalated this complaint to **** Senior officers for fraudulent charges to my credit card and false and misleading advertising and representations of prices. This a deceptive practice by ****. They have not responded.

Attached is the escalation to senior officers and a full recap of payments taken from me followed by a list of reservations along with costs per the **** customer team. ***** with RCCL Customer Team confirmed the costs to get me to book with their company. I recorded them during our call as listed in the attachment. I contacted ***** right away by phone and email on 4/18/25 when I saw the overcharge of $6700.82. I received a partial refund of $3361.92, still owed $3338.90, but ***** told me there were further discounts and my remaining refund owed is $3361.92.

Ive never received the remaining refund. Ive spent hours with their customer care team to resolve this to no avail; nor will they share a transparent accounting listing of my bookings with costs and charges to my credit card. Everything was booked directly with their **** customer team so they should be able to easily share this information. They refuse to do so and justify the reason for overcharging me.

I want my refund for the overcharges they made to my credit card or I want a full refund to cancel my entire cruise. I dont believe their company is trustworthy and I would rather cancel for 100% refund as nothing about this experience is enjoyable. This is my first cruise with their company and the experience is horrible. Ive been trying to resolve this amicably. It is fraud to overcharge, fail to provide any accounting, and fail to stand by their communicated costs. They have no right to bill beyond without my expressed permission. They charged me over $27,0000 when the cost is actually approximately $20,000. This is billing fraud and a deceitful practice.

i want a cancellation and a 109% refund at this point.

Sincerely,

**** *******
Initial Complaint
Date:04/26/2025
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.
Because of a violent incident in *******************, on April 22 & April 24, 2025, our Captain of Serenade of the Sea cancelled a visit to ******************* via an announcement on April 26th, 2025 at 8:00 AM. We are currently still in cabin 7162.Because of the short notice, less than 24 hrs, I was NOT able to get a refund of my reservation at the ********************************************. This reservation, attached cost me ~$300 dollars.If the Captain would have informed us of the cancellation on the 25th, we could have gotten a full refund. I request a $300 cruise credit be applied to our upcoming cruise March 16th, ******* of the Seas, ********* to *********, as compensation for the Captain's tardiness in informing us of the cancellation of ******************* on our itinerary.I spoke with officer ****** *** about this requesting to speak with her supervisor. Regrettably, I was denied a conversation with her supervisor and instead requested to file a complaint with Royal's on shore customer service department. This in itself is terrible.
Business Response
Date: 05/01/2025
Subject: ****** 5410623/6437952
Case: 23254566

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 the guest experienced by the short notice of the Cabo San ***** cancellation and understand how this impacted their plans and arrangements. We appreciate the feedback and have applied a $300.00 USD Onboard Credit to their upcoming voyage on the ******* of the Seas.

In addition, we regret to learn of the difficulties our guests encountered with our onboard staff. We are specifically concerned that they were denied an opportunity to speak to the supervisor. This failure on our part is unsatisfactory. We have shared their comments with our operational teams for review and future consideration.

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: 05/01/2025

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:04/26/2025
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.
During our interaction, the representative was extremely rude and aggressive. She made derogatory comments toward both me and my husband, refused to answer our reasonable questions, and consistently overtalked us whenever we tried to speak. Her tone was short, dismissive, and highly unprofessional throughout the conversation.We sought assistance in good faith, and instead, we were met with hostility and blatant disrespect. This experience left us feeling frustrated, disrespected, and disappointed with the companys standards for customer service.I am requesting that this matter be formally investigated and that appropriate action be taken to address the behavior we encountered. I am happy to provide additional details or documentation if needed.
Business Response
Date: 04/30/2025
Subject: *****

Case: 23253867

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 for the guest. Also, to assist further, please advise what area the rude employee was working in so we can investigate this situation.

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

Sincerely,

******** *********
Royal Guest Experience Management
Customer Answer
Date: 05/01/2025

Complaint: 23253867

I am rejecting this because:
I am writing regarding my upcoming reservation #******* and # ******* for the ******* of the Seas, sailing on July 27th.

While I have been a loyal guest and have enjoyed many wonderful cruises with Royal Caribbean over the years, I recently had a disappointing experience with a customer service representative named ****. Unfortunately, the interaction was not in line with the welcoming and professional service Ive come to expect from your brand.Truthfully has become a deterrent regarding future trips.
Sincerely,

******* *****
Business Response
Date: 05/02/2025
Subject: *****

Case: ******** Bookings ******* & 3858516

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

We have made attempts to contact Ms. ***** to discuss his concerns regarding employee conduct. As a company, we are dedicated to providing the highest level of customer service to all our guests. When concerns of this nature arise, they are taken very seriously,and we will pursue appropriate action.

We kindly request that ******** provide us with the date and time of his interaction, as well as the name of the representative he spoke with. This information will enable us to retrieve the relevant recording and directly address the matter with the employee and our management team. Please be assured that once we receive this information, an investigation will be initiated.

We appreciate your prompt attention to this serious matter and look forward to your response.
Sincerely,

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

Customer Answer
Date: 05/02/2025

Complaint: 23253867

I am rejecting this response because:
There has been no attempts nor voicemails left in regards to contact with myself or my husband. Please advise the best contact number to reach someone at in order to facilitate the information and a resolve. This will be a better option as the attempts mentioned have not reached me.
Sincerely,

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

Case: ******** Bookings ******* & 2837838

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

We take all comments very seriously and strive to maintain the highest level of service for our guests. We understand your concerns regarding the treatment you and your husband received and sincerely apologize that we have not yet connected.

To ensure that we can effectively address your concerns, please provide us with the best time and contact number to reach you. We want to collaborate with you to collect the necessary feedback and take further action as needed.

We regret to hear about your experience with our representative, and your description of the interaction is concerning. We are committed to investigating this matter thoroughly, as it is imperative that our staff uphold the standards of professionalism and courtesy that we strive for at Royal Caribbean.

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: 23253867

I am rejecting this response because:
I am writing to express my complete dissatisfaction and frustration regarding the handling of my recent concern. I was shocked to learn that the matter has been considered as "resolved" without so much as a conversation or direct communication with me.
Let me be very clear: without an actual discussion or any attempt to understand my experience, this matter is not resolved, nor should it be considered closed. A resolution implies that both parties have reached a mutual understanding or agreementneither of which has occurred.
As someone who has sailed with Royal Caribbean numerous times and always looked forward to the exceptional service your brand is known for, this lack of communication is deeply disappointing. At the very least, I expected a conversation to address the situation and work toward a fair resolution.
I request immediate follow-up from a representative who is willing to actually speak with me to address this matter appropriately. Until then, consider this issue very much open.

Sincerely,

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

Case: ******** Bookings *******, 3858516

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.
Sincerely,

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

Complaint: 23253867

I am rejecting this response because:
After speaking to ************ I am writing to formally reject the statement that our issue has been resolved. No resolution has been reached, as there was never a mutual conversation to discuss one. What was actually discussed on this afternoon, was that Mrs. ****** would follow up with us after reviewing the call and associated notes and then get back to us with her findings.

That follow-up has not occurred. Therefore, this matter remains unresolved.

I ask that Mrs. ****** follow through with the agreed-upon next steps. A resolution cannot be declared without any communication or agreement on how to move forward.

Sincerely,

******* *****
Business Response
Date: 05/09/2025
Subject: Response to Complaint - ***** / ********

Case: ******** Bookings ******* & 2837838

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

We sincerely apologize that this situation continues to be a concern for Ms. ***** and Mr. ********* Please be assured that we take all comments and concerns very seriously, and we strive to maintain the highest level of service for our guests. This case has been escalated to the agent supervisor, and further action will be taken regarding the agent involved.

Unfortunately, we are unable to share internal information or disclose details with a third party. However, I want to emphasize that unprofessionalism and rudeness will not be tolerated within our team.

We also want to clarify that we will not be providing updates on internal actions taken or specifics about the review process, as this information is not shared publicly. Rest assured, all comments and concerns have been noted and will be handled appropriately.

We regret that this experience has affected your impression of our company, and we apologize for any disappointment it may have caused.

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:04/25/2025
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 and a paid for a cruise reservation that is departing 5/11/2025 in full ($2327.25) on 2/11/2025 with a travel agent. I am sharing this reservation with another person and therefore we split the case equally for the cruise paying separately. I received a $500 Gift Certificate that I wanted to get redeem from my employer on 3/20/2025. As per the gift certificate instructions I reached out to the ************************************************ to advise that I was currently booked on the 7 day *********** Cruise 5/11-5-18 and would like to redeem the attached $500 gift certificate. On 4/8 I received a response that "Your certificate has been submitted for processing and should be reflected on your reservation within approximately 5 business days. Once this process is completed, an updated booking invoice will be sent to the email address on file." On 4/12 the other person on my reservation advised me that they received a refund from Royal Caribbean for $500 to their credit card. I reached back out to that mailbox on 4/12 asking them what credit card did they process my gift certificate credit and they advised they could not tell me and I would have to contact the travel agent for details. I reached out to my travel agent who advised that she was not involved in processing the credit by could see that they processed the credit on the last credit card used on the reservation which was not mine. Myself and the travel agent have tried several different avenues to get this company to revert the credit and apply it to the correct card which they have not been able to do. The other person had lost 500 of their credit card reward points because of this $500 refund process error which is the issue because they can not revert. I have not received anything for the redemption of my $500 gift certificate. The person sharing the reservation can send me the $500 but they have lost their 500 credit card reward points.
Business Response
Date: 04/30/2025
Subject: ******* **#*******

Case: 23252546
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

Due to security and legal reasons, we are unable to comment on a reservation that has a travel agent on the booking. Please have the guest contact the travel agent.

In addition, we highly recommend that the guest contact our call center at ************** with the travel agent and the other guest on the line to speak with a representative for additional assistance regarding this booking.

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: 05/01/2025

Complaint: 23252546

I am rejecting this response because: I have already contacted the travel agent and there was nothing they were able to resolve that is why I have filed this compliant.

Sincerely,

******** *******
Initial Complaint
Date:04/23/2025
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.
Complaint Type: Problem with a Product or Service Desired Resolution: Refund or Future Cruise Credit for both Blue Lagoon tickets purchase (******* Childress and ****** *********)Complaint:On April 12, 2025, I participated in the Deluxe Beach Day excursion to *********** (******, *******), which I purchased directly through Royal Caribbean as part of my cruise. The excursion was marketed on their website as a luxurious private island getaway featuring safe, beautiful swimming conditions and a tasty grilled picnic lunch.The actual experience was very different from what was advertised:The check-in and ferry boarding process was chaotic and disorganized, with staff who were rude and abrasive.The island was rundown, not luxurious, and filled with seaweed. Swimming took place in a small, enclosed area where boats also docked.The included lunch was soggy, lukewarm, and appeared to be prepared under questionable food safety conditions.This wasnt a minor service issue it was false advertising. The description did not match the actual product I received.After returning from the cruise, I contacted Royal Caribbean ************** and later escalated the issue to their executive office. I was told that because I didnt report the issue onboard, they would not offer any form of compensation. However, concerns like misleading advertising are not something I could evaluate or resolve until after experiencing the excursion.I am requesting a refund for the excursion cost or, at minimum, a future cruise credit as a goodwill *************** #:930516 Excursion Name: Deluxe Beach Day Blue Lagoon Date: April 12, 2025 Cruise Port: ******, ******* Thank you for your time and help in resolving this issue.Sincerely,Vanessa Childress ****************** ************
Business Response
Date: 04/28/2025
Subject: Childress - Booking #******

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

Thank you for reaching out regarding your recent experience with the Deluxe Beach Day excursion to *********** in ******, *******. We sincerely apologize for any inconvenience you encountered during your visit and for the disappointment you experienced with the service provided.

We take your feedback seriously and will forward your concerns to our management team for review. Your description of the chaotic check-in process, the condition of the island, and the quality of the lunch you received is troubling, and we understand how this does not align with the expectations set by our marketing. We are sorry that this situation remains a concern Ms. **************** However, our decision will not be amended. We have thoroughly addressed all of your concerns i 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: 04/28/2025

Complaint: 23241107

Thank you for the reply. Although Royal Caribbean has acknowledged the issues with the excursion, no refund, future credit, or meaningful resolution was offered. As a result, I respectfully do not consider this matter resolved.

Sincerely,
******* Childress
Business Response
Date: 04/29/2025
Subject: ********* BK 930516
Case: 23241107

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

Kindly note that our goal is to provide the best possible shore excursions available at the port by working with local vendors.Sometimes, despite our best efforts and good intentions, things do not go the way we had hoped. That being said, we are saddened that the guest experience reflects poorly on our commitment to meet this goal. It is unfortunate that our onboard staff was not made aware of this issue in order to address the concern during the sailing.

In addition, we can assure Ms. ********* that the feedback she shared is a valuable and essential part of our ongoing improvement efforts. Therefore, her comments and observations have been forwarded to our operational teams for internal review and future consideration. However, we are unable to offer any compensation regarding the shore excursion and, once again,this 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: 04/29/2025

Complaint: 23241107

Royal Caribbean has again declined to provide any resolution beyond acknowledging my complaint. They continue to dismiss the core issue that the excursion experience did not match the description I paid for. When booking directly through Royal Caribbean, I expected the excursions to be properly vetted and accurately advertised, which was not the case here.

Regarding the suggestion that I should have reported the issue onboard we returned from the excursion disappointed and exhausted, with limited time to prepare for pre-booked dinner reservations. We did not want to take up more of our limited vacation time handling an issue that did not require immediate intervention, and instead chose to contact Royal Caribbean almost immediately after returning home.

The refusal to offer any form of credit or refund falls short of the customer service I expected from a brand like Royal Caribbean. I do not consider this matter resolved.

Sincerely,

******* Childress
Initial Complaint
Date:04/22/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a cruise with royal Caribbean on Jan 20, 2025 I put a down payment of $2000.00 I canceled the cruise within 2hrs. I was told I would receive a full refund if I canceled within 24hrs. As of today April 22, 2025, Royal Caribbean has only refunded me back $500.00. I have made so many calls, they keep telling me they have refunded me back the full amount. My ************** statements show no record of the $1500.00 refund.
Business Response
Date: 04/27/2025
Subject: Cavendar
Case: 23238824

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 await additional information.
Sincerely,

******** *********
Royal Guest Experience Management
Customer Answer
Date: 04/29/2025
Reservation numbers *******, *******, *******. Sail date 07-06-2025. Ship Oasis of the sea. *****************************
Customer Answer
Date: 04/30/2025

Complaint: 23238824

Reservation numbers *******, *******, *******. Sail date 07-06-2025. Ship Oasis of the sea. Sailing port ****************

Sincerely,

***************************
Business Response
Date: 04/30/2025
Subject: ******** **# *******, *******, *******
Case: 23238824
Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.

According to our records, the guest filed a dispute with their credit card company for BK ******* for $1000.00 and for BK ******* for $500.00, on 1/24/25. Because of this dispute, when we refunded the money, it was intercepted by the bank. The dispute was reversed in favor of the Royal Caribbean Group. Therefore, there is no hold on the refunded money. Please advise the guest to contact their credit card issuer and request the refund be processed for their credit card.

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: 04/30/2025

Complaint: 23238824

I am rejecting this response because:

Sincerely,

***** ********
Customer Answer
Date: 04/30/2025
********* **** has never received the money back.
Customer Answer
Date: 04/30/2025
I provided my statements from *********. ********* disputed the charges and gave me the disputed refunds and then reversed them back. Ive got the letters from ********* also.
Customer Answer
Date: 04/30/2025
********* is still disputing.
Initial Complaint
Date:04/21/2025
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 cruised on celebrity silhouette cruise line twice in the last two months on this experience I have never by far been treated so rudelydisrespectfully and abusive by the room attendant staff I am trying to warn others to never ever stay on celebrity silhouette on the eighth floor my room 8136 and it was the worst experience I have ever had Rude and beyond the point of anything reasonable nasty disrespectful room staff.
Business Response
Date: 04/27/2025
Subject: *****
Case: 23231908

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We appreciate Mr. ***** contacting us regarding his reservation with Celebrity Cruises. Although both brands are owned by Royal Caribbean Cruises Ltd, they operate as two separate distinct products, as such,we have forwarded his concerns to the department that will be handling his complaint.They would be in a better position to properly address his issue and manage expectations.We sincerely apologize for any disappointment this response 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: 04/27/2025

Complaint: 23231908

I am rejecting this response because:

Sincerely,

*** *****
Business Response
Date: 04/28/2025
Subject: *****
Case: 23231908

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

As was advised in my last correspondence, this complaint has been sent to the correct Celebrity Cruises Department for the handling of this issue. Once again, although both brands are owned by Royal Caribbean Cruises Ltd, they are individual products and operate separately.We apologize for any confusion regarding this matter.

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: 04/28/2025

Complaint: 23231908

I am not very good at working on a computer as I have a brain injury but the treatment by this cruise line celebrities silhouette was unacceptable. I have cruised on their ship twice in the last three months. The first **** was nice. The second **** was abusive rude and horrible. If you can help me resolve this matter, I would sincerely appreciate your help because if they will treat me like that being a disabled veteran they will treat Many more people the same and someone has to say that this is wrong and enough is enough

Sincerely,

*** *****
Business Response
Date: 04/29/2025
Subject: *****
Case: 23231908

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

As was advised in my last correspondence, and the one sent on 4/26/25, this complaint has been sent to the correct Celebrity Cruises Department for the handling of this issue. Once again, although both brands are owned by Royal Caribbean Cruises Ltd, they are individual products and operate separately. We apologize for any confusion regarding this matter. Celebrity Cruises will respond to you separately.

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:04/20/2025
Type:Sales and Advertising 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 through Royal Caribbean for April 2025, and they had refunded an excursion that we weren't going on because the cruise line changed the ports before we left. My husband was reimbursed for the charge of $105.98 on Feb 2025, but then on 7 March 2025 I was charged that again (with no reason) for the excursion we were no longer going on. It was in ***********, but our port was changed to *****, so I am looking for a refund of that money back to my card. I reached out several times before my cruise, but to no avail, no one could/would help me, and I got the run-around on who can actually refund the money. I was told it was refunded and to wait 10 business days which have clearly passed by now and still see the charge on my card. I have not had great customer service on this matter, and even on the ship (Symphony of the Seas) no one could assist as I got sent to several other places and still no refund.
Business Response
Date: 04/24/2025
Subject: Day

Case: ********

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

We would be happy to investigate this matter for *** Day; 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: 04/25/2025
The reservation was: 2138228
Ship: Symphony of the Seas
Dates traveled: 6-13 April 2025.
7 NT Eastern Caribbean & Perfect Day: We went from *****, ** to ********, *******, then ******, *******, from there to ************, *** and Labadee, ******
I was refunded originally for the cruise no longer going to *********** and ***********, but the charge for one of the excursions was re-charged (strangely after the fact) and I was supposed to get a refund, but I still only see the charge on 7 March for $105.98 even though I called and called well before the cruise date to get it refunded.
Please have them refund me the $105.98 since we didn't do any excursions for the new ports. Thank you!
Customer Answer
Date: 04/28/2025

Complaint: 23228475

The reservation was: 2138228

Ship: Symphony of the Seas

Dates traveled: 6-13 April 2025.

7 NT Eastern Caribbean & Perfect Day: We went from *****, ** to ********, *******, then ******, *******, from there to ************, *** and *******, ******

I was refunded originally for the cruise no longer going to *********** and ***********, but the charge for one of the excursions was re-charged (strangely after the fact) and I was supposed to get a refund, but I still only see the charge on 7 March for $105.98 even though I called and called well before the cruise date to get it refunded.

Please have them refund me the $105.98 since we didn't do any excursions for the new ports. Thank you!

Sincerely,

Tiana Day
Business Response
Date: 04/29/2025
Subject: Day BK#*******
Case: ********
Thank you for forwarding a follow-up complaint filed with your agency. We appreciate this opportunity to respond.
According to our records, the shore excursion of X002 was originally $111.99 USD per person. Then it went down to $ ***** USD per person on 2/25/25.The difference of $59.00 USD per person was refunded to **** ending in 4626 on 2/26/25. Then the shore excursion was completely canceled which left a balance of $105.98 USD total. This balance of $105.98 USD was refunded to **** ending in 2786 on 3/6/25. There was no double charge.
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

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,

Tiana Day

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