Complaints

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

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• 

  Royal Caribbean Group

  1050 Caribbean Way Miami, FL 33132-2028

• 

  Royal Caribbean Group

  1080 Port Blvd Miami, FL 33132

• 

  Royal Caribbean Group

  1007 North American Way Miami, FL 33132

• 

  Royal Caribbean

  815 Channelside Dr Tampa, FL 33602-4200

• 

  Royal Caribbean International

  4729 S Palisade St Wichita, KS 67217-4925

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:04/20/2025

  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.

  Day 1 , my son has had been injured and crying for 10 minutes and my daughter who has ASD was having a meltdown. She asked for me to be called 6 times and no one would listen to her. Kids club took her backpack with her sensory items in it even after it was explained that this is what it was for. Kids club down played what happened saying it was an accident even though more than one kid was saying it wasn't. My sons ear was bright red and he had scratching and bruising on his neck. Took 2 days for the manager to speak with me and it was more about do you need medical attention than listening to our concerns. Both kids hardly used kids club after this because they were scared. We couldn't sleep for days because of a loud metal creeking noise coming from our ceiling. No one ever answered when you hit 0 so we had to keep walking up to customer service. I waited in my room for a superviser. It took her over an hour to come to my room resulting in me missing out on things I had planned to attend. I had video recorded the sound so she made arragments to move us. We moved from out ocean view to an inside with no compensation. At 9:30 I had to go to customer service yet again to get our inside room made up for us because this was not done as promised. I ended up having 1 kid crying and 1 curled in a ball on the floor because it took another hour to have the room made up. 2 days later, I wake up to multiple bug bits. W were kicked out of it so they could treat for bugs. 2 of us were moved to another inside room and the other two had to return to the room no one could sleep in because of the noise. I spent so much of my time on this cruise between cs and being confined to my room to wait on supervisors and/or staff that it wasn't even funny. At lunch, there was a hair in my food. So RC can ignore your compalints, ruin your vacation, not refund the difference and expect you to pay to return....I would like the room difference refunded. I booked OV not inside.

  Business Response

  Date: 04/25/2025

  Subject: ********* - Case 23228204

  Booking Number: 7482584 
  
  Thank you for forwarding a copy of the complaint filed with your agency regarding Case. We appreciate this opportunity to respond.
  
  We have attempted to reach out to Ms. ********* but have not received a response. Please advise her that this matter should be discussed directly rather than over email, and request that she provide the best time and contact number for us to reach her. We understand that the concerns raised in her complaint are significant, and we want to address them appropriately.
  
  We look forward to receiving Ms. *********** contact information so we can discuss this matter further.
  
  

  Sincerely,
  
  ****** **********
  Royal Guest Experience Management
  
  
  

• Initial Complaint

  Date:04/18/2025

  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 purchased a cruise through Royal Caribbean & have used them numerous times before as we only travelled through Royal, but recently we have been experiencing issues, & they have not been able to help at all. The first issue happened on April 9, 2025, where between Royal and United they had me calling each company to try and find resolution to the matter. I purchased tickets for another trip & received airline credit that I wanted to apply to Royal Air 2 Sea flights after multiple days of running around and United advising me I had to contact Royal Caribbean as they are the third party I was left with frustration and no one that was willing to listen and help me apply the credit. The eventual answer was just no. Then today April 18, 2025, I called as I had paid for the entire trip and wanted to add travel protection so I called to get pricing and they quote me $289, I told them I will call back once I quoted pricing with my spouse and sure enough I call back & now the price has changed to $316. Now it is a small difference but it's about the concept that they are not willing to listen to the consumer and do what is right from their end. If I was quoted a price and then called 5 minutes later why is the price now different and if so, why should I be held accountable for the difference & not the employee who coded the wrong amount. So, what do I do, of course I asked to speak with a supervisor. Well, this supervisor decided to just quote what his policy said with no remorse nor care. So, I asked to speak with another supervisor, and they did this before, to speak to someone different you must hang up the call and call again and explain the same issue. But it is more on how they say "you can speak with someone else they are just going to give you the same information I am giving you anyway" meaning it is pointless to try and get a matter resolved. Had I not paid $8,000 for this trip I would have cancelled everything as I find it ridiculous to try and resolve an issue.

  Business Response

  Date: 04/23/2025

  Subject: ***** **# *******
  Case: 23224411
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We understand that being directed back and forth between Royal Caribbean and United Airlines was both frustrating and time-consuming when the guest was attempting to apply the airline credit to Royal Air2Sea flights. This feedback highlights a need for better coordination and communication between our partners and us, and we will work to improve this process.
  
  However, our system will not accept or recognize a United Airlines Credit as payment. We apologize for any disappointment this may cause.
  
  In addition, we understand the discrepancy in the travel protection pricing Ms. ***** encountered may seem small, it is the principle of the matter that is concerning. We regret that our supervisors response did not address her concerns adequately or show the level of empathy warranted.
  
  Unfortunately, we do not have control over the pricing of third-party vendors, including ********************* However, as a goodwill gesture, we have added an Onboard Credit in the amount of $50.00 USD to the guests reservation to offset the difference the guest was quoted.
  
  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: 04/23/2025

   
  Complaint: 23224411
  
  I am rejecting this response because: while I understand and appreciate you trying to make it right by offering an onboard credit it is more of training your employees to be more empathetic towards customers. As of recently your supervisors do not seem to care nor put themselves in our shoes and address the issue as of they just do not care. We have stayed traveling with Royal because of the great client experience and we have never experienced this before. If this is how we are going to be treated going forward we would gladly consider changing companies as the treatment has not been up to level or respectful in any way. If you could consider listening in to the calls you will be able to see what I am referring to. There should be better training especially for supervisors and a better escalation process and not just tell me to call back and waste more of my time to get another supervisor. I should be able to call and if a supervisor is needed to have a better escalation process with mini al effort. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 04/25/2025

  Subject: *****

  Case *******- BOOKING # *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We are sorry to hear that this situation remains a concern for Ms. ****** However, our decision will not be amended, as we have thoroughly addressed all of the guest's concerns and consider this matter resolved. We are sorry that this experience has tainted your impression of our company and for any disappointment this final response may bring.
  
  I would like to sincerely apologize for any disappointment caused by our inability to accept or recognize the United Airlines credit as payment. We understand how frustrating this must be, and we acknowledge that the discrepancy in the travel protection pricing experienced by Ms. ****** although seemingly minor, is significant in principle. We regret that our supervisors response did not adequately address her concerns or demonstrate the level of empathy that you rightfully expect.
  
  Unfortunately, we do not have control over the pricing of third-party vendors, including ********************* We appreciate your understanding in this matter.
  
  As a goodwill gesture, we have offer compensation to the guests reservation to help offset the difference quoted. However, we recognize that offering credits is not a complete resolution to the concerns you've raised about our service.
  
  We take your comments seriously regarding the need for improved training and empathy among our staff. Your loyalty to Royal Caribbean is valued, and we are committed to ensuring that our employees deliver the high level of service you have come to expect. We will review our training programs and escalation processes to enhance our guest experience.
  
  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:04/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cruise Dates: Mar 38, 2025 Passengers: ****** *****, ********* ******, *** ***** ******* I am submitting this complaint against Royal Caribbean regarding a disappointing & bad experience that occurred during a 5-day cruise on the Mariner of the Seas. My 2 *********** anticipated a vacation, but instead faced negligence, lack of accountability, financial & emotional distress.Upon boarding the ship on Mar 3, 3 pieces of luggage were handed over to Royal Caribbean staff at the *****************. Only 2 were delivered to our cabin; my sister **** luggage never arrived. We immediately reported the missing luggage to *************** We followed up thru out the entire cruise. Despite our efforts & speaking w/ multiple staffincluding guest service officers, directors, & the Captainno meaningful action was taken, and the luggage was not located.Royal Caribbeans only remedy was to offer daily laundry service, leaving *** to wear borrowed clothing thru out the trip. On the 3rd day, I (******) required emergency medical attention due to elevated blood pressure, which my doctor and I believe was triggered by the stress of the situation.Missing luggage was finally delivered on Mar 11-3 days after our returnvia the Port of *********. *********, who is a Royal Caribbean employee, contacted us via text message. Luggage was marked in permanent marker and arrived with multiple items missing. We contacted the Royal Caribbean and were told the issue was the fault of *****, dismissing their responsibility in the matter. No further assistance or accountability was offered.This experience caused significant emotional distress, financial loss, and completely undermined the quality of our vacation. The company has not provided compensation or shown a genuine effort to resolve our concerns.We have contacted Royal Caribbean directly and received no meaningful resolution. We now turn to the BBB to assist in holding the company accountable and securing fair compensation.

  Business Response

  Date: 04/22/2025

  Subject: ***** **# *******
  Case: 23224247
  
  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 have provided her with an amicable resolution. Guests were given Onboard Credits and Future Cruise Credits for all 3 guests.
  
  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:04/18/2025

  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.

  We were booked on Odyssey of the seas February 28 through March 3. After paying for travel insurance, we found out my daughter was diagnosed with a high risk pregnancy. We went through *** insurance provided all the necessary and our claims have been denied. We went through a travel agent *** who sells your cruises on a regular basis and we Were never notified of a pregnancy restriction. I believe you need to screen the people selling your cruises a little better so they know therules and we did tell them our daughter was pregnant and nothing was ever mentioned. I know you will probably never give this complaint Another thought. My wife and I and friends have booked numerous cruises with Royal Caribbean and unfortunately, we will not be booking any future cruiseson Royal or any of your sister line. this was a family cruise. My wife and I and our son and family did go and we enjoyed ourselves, but I would like to take my and family on a future cruise and losing this amount of money has turned me away from your organization.

  Business Response

  Date: 04/23/2025

  Subject: ********* & *****

  Case 23224058-Booking #******* & 5169523 
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
  
  First and foremost, we sincerely apologize for the distress and inconvenience caused by the denial of your travel insurance claim and the lack of communication regarding pregnancy restrictions. We understand that this situation has been both emotionally and financially challenging for your family.
  
  We regret that your travel insurance claim was denied despite providing all necessary documentation to ***. We recognize how important it is for our guests to have clear and accurate information when planning their trips. We also acknowledge that you informed your travel agent about your daughter's pregnancy and were not advised of any restrictions.
  
  Unfortunately, we do not have control over the policies and decisions of third-party vendors, including ********************. However, our records indicate that *** has offered Future Cruise Certificates for your daughter for use on a future sailing. Therefore, we are unable to provide a refund.
  
  We appreciate your feedback regarding the need for better screening and training of travel agents who sell our cruises. We are committed to ensuring that all agents possess comprehensive knowledge of our policies and can provide accurate information to our guests. We will review our training and communication processes to prevent similar issues in the future.
  
  However, please note that our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved.
  

  Sincerely,
  
  ****** **********
  Royal Guest Experience Management
  

• Initial Complaint

  Date:04/17/2025

  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 have been unable to access my Royal Caribbean account for several weeks, preventing me from paying my balance or taking advantage of promotional offers. Despite multiple calls to customer service, the issue remains unresolved.During one call, I requested to add my mother to my reservation. The representative attempted to assist but the call was disconnected twice. Subsequently, my mother was not added to the reservation, and my account remains locked.The lack of clear communication and coordination among customer service representatives has been frustrating. I am unable to upgrade my stateroom or make necessary changes to my booking.I am seeking immediate resolution to unlock my account, add my mother to the reservation, and ensure accurate booking details. I also request a review of Royal Caribbeans customer service practices to prevent similar issues for other customers.

  Business Response

  Date: 04/22/2025

  Subject: Pack
  
  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: 04/22/2025

   
  Complaint: 23218484
  
  I am rejecting this response because:
  It took months of calling Royal Caribbean and hours on the phone. I also missed out on all promotions that were offered between January and April 2025 by not having access to the account once a ********************************************* locked me out due to their negligence with the travel agent, I feel Royal Caribbean can at least offer an On board credit For the cruise amenities as a resolution, not me having to stay on the phone if I were royal Caribbean to get resolution that does not mean that they helped me that means I helped myself
  Sincerely,
  
  Miya V Pack

  Business Response

  Date: 04/23/2025

  Subject: ****
  
  Case:******* Booking # *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond
  
  We are sorry that this situation remains a concern to Ms. *************** case has already been escalated, and Ms. **** has successfully added a third ***** to the reservation. Our RRS Supervisor has taken the extra step of contacting our ******************* which facilitated the addition of the third passenger. The ***** was informed of the third passenger rate and the required deposit of $100.00 is a requirement. Additionally, please note that prices are subject to change without notice at any time, and the rates are not guaranteed until the booking is completed.
  
  Unfortunately, we will not be able to offer any compensation. We apologize for any inconvenience this may have caused, but in fairness to all *****s, we cannot make exceptions regarding fare changes.
  
  Our decision will not be amended. We have thoroughly addressed all of your concerns in your correspondence and consider this matter resolved.

  Sincerely,

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

   

  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23218484
  
  I am rejecting this response because: I did not ask for a change in fare but an onboard credit to be used on the cruise. The lack of basic comprehension is alarming and I will be in contact with royal Caribbean with the history of the conversation to alert them on the inability of their staff to properly read and respond to complaints
  
  Sincerely,
  
  Miya V Pack

• Initial Complaint

  Date:04/16/2025

  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 writing to express concern about a significant change to our upcoming Royal Caribbean cruise itinerary.When we booked, the itinerary included ************, ***********, and ************** destinations that influenced our decision. We were recently informed these ports have been replaced by ******, *******; *******, *****; and ************, *******************While I understand that changes can occur, the complete removal of both original ports greatly affects the experience we planned. The new destinations do not offer similar cultural or experiential value, diminishing the overall quality of the ******* also concerned about the lack of prior disclosure. It appears Royal Caribbean was aware of the pier damage in ************ at the time of booking, yet this information was not shared. Had we known, we may have reconsidered or chosen a different sailing.Furthermore, Ive learned that other passengers affected by this change received a 20% future cruise credit. As we are equally impacted, I respectfully request the same consideration. Unequal compensation for the same issue feels inconsistent and ********* summarize:-The revised itinerary provided a lower-value experience than originally booked.-The removal of ***********, not affected by the San **** situation, appears to be a cost-saving decision.-The lack of transparency at the time of booking compromised our ability to make an informed choice.Other guests have received a 20% future cruise credit, and I am requesting to receive equal consideration.

  Business Response

  Date: 04/21/2025

  Subject: ******* **# *******
  Case: 23214267
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  The reason why the itinerary was changed regarding ************,*********** is because the actual berthing pier was damaged. The repairs are well under way and are scheduled to be completed any time now. However, we cannot schedule the ships to land there until all the inspections are complete,and the pier is deemed safe to debark our guests. This is now on a week-to-week basis as again; the repairs are expected to be complete anytime now.

  In addition, we understand that itinerary changes can be disappointing for our guests. However, there are times where changes are unavoidable, and our brochures and our cruise ticket contract do reflect that we may have to change a ships itinerary for various reasons.
  Please refer to the link below for additional information regarding missed ports and itinerary changes:

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

  We do have to follow policy out of fairness to all impacted guests with the same situation. Therefore, we are unable to offer individual exceptions and offer any compensation.

  Lastly, we are unable to comment on compensation offered to other guests due to privacy rules and regulations. 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: 04/21/2025

   
  Complaint: 23214267
  
  I am rejecting this response because:

   

  I know ************ had to be changed, but St. Maarten did not, that was a choice on royal to save money at our expense, I agree you should follow the same policy for every guest, that is why I want a future cruise credit as someone else received on my sailing for the same reason, that *********** stop was changed. It is not right that you compensated them and not me. I know you can't discuss other's compensation, and I am not asking you to. But I know it happened and that is all that matters and I want to be afforded the same curtesy. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/22/2025

  Subject: Response to ******* Complaint
  
  Case: ******** Booking 4329401
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
  
  This case has already been reviewed several times, and we understand that the situation continues to be a concern for Mr. ******** However, our decision remains unchanged. We have thoroughly addressed all of your concerns and consider this matter resolved.
  
  Planning an alternative cruise itinerary involves many factors, including securing available ports, tour options, amenities, and ensuring a safe cruising distance. Once we were informed of the ongoing work needed for the pier by the port authority in ************, ***********, we promptly began exploring options for the best alternate itinerary. As a company, we must adhere to our policies to ensure fairness to all impacted guests in similar situations. Therefore, we are unable to offer individual exceptions or compensation.
  

  When a guest books a cruise, they are agreeing to abide by the Cruise Ticket *********** section 7 of our Cruise Ticket Contract (***) it states that 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 to review here:
  
  ******************************************************************************************************************************************************
  

  We regret that this experience has impacted your impression of our company, and we sincerely apologize for any disappointment this final response may bring.
  

  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: 04/22/2025

   
  Complaint: 23214267
  
  I am rejecting this response because:

  You are not treating everyone the same, you are giving some credit and others you are not for the same impact. I will not accept your lack of doing anything acceptable. 

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

• Initial Complaint

  Date:04/16/2025

  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.

  I am highly disappointed about the willingness to help and find a solution to an error made by a representative with providing misinformation. The cruise was booked based on the information and service provided. The proper accommodation was not applied and how it has been two weeks later and have not been able to have anyone resolve the mistake on their end. I am simply looking for what was promised as I am now getting the run around from members. I was told an investigation of the recordings will be made and am now being told nothing can be done. It is not on the travelers to just allow misinformation to be giving without accountability. I have traveled with RC before, and this trip is the biggest one yet due to the number of travelers that have committed to join me in celebration. It is very early in my planning, and I purposely did so to avoid things like this from happening.

  Business Response

  Date: 04/16/2025

  Subject: ******
  
  Case:23211728
  
  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

  
  

• Initial Complaint

  Date:04/14/2025

  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 been fighting with Royal Caribbean about a refund they said they would give me due to an accounting mistake on their part. I paid them directly for an airfare ticket for $373.96 to take a cruise with them from 3/22/25-4/6/25 & despite my receipt, they say they never received the paymen. Despite calling them more than enough times the week before, they claimed no payment was tended and they would have to cancel my cruise if I didnt show up so I had to purchase, an additional ticket & handle it on board. A guest services manager found the transaction, told me that it was refunded on 3/28/25 & I would see it by 4/05/25. Well its 4/14/25 and no refund. On the phone with them and they are claiming no transaction. Additionally, they charged me double charges for my online purchases. I paid $1300 and received a $0 balance receipt. Then yesterday they took an additional $1300 out of my checking. Im an unemployed disabled war veteran with ptsd and now COVID, that I caught on the ship probably from the disgusting sewage gases coming from my bathroom in my suite which they had to eventually pack up & change my room. I cannot handle or afford this financial bind they put me in. I was just told that theyre not giving me a refund because my ticket was non refundable. How can a ticket that they claim I never paid for be non-refundable and now that they mysteriously found the money theyre claiming that the managers that I spoke to who confirmed that I was issued a refund of $373.96 on 3/28/25 misspoke and they owe me nothing. Now today I am told to call the airline for a credit, to which I said no. They are now claiming that they are processing a full refund today which will take 10 business days. After being on hold after that, they cant find the payment again. Mind my disbelief after all of the lies and unscrupulous business practices Ive experienced with them. Theyre asking for 48 hours to find the transaction. How many different ways can they spin this lie?

  Business Response

  Date: 04/21/2025

  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:04/11/2025

  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.

  A purchase was made for beverage packages on 3/19/25 for $1179.60. Upon review of my bank statement, my credit card was charged twice for $1179.60 on 3/19/25 by Royal Caribbean. I called bank and confirmed that card was charged twice. I called Royal Caribbean on 4/10/25 two times upon learning of the double charge and they denied that the card was charged twice. On 4/11/25, I called Royal Caribbean again regarding charge and representative confirmed that card was charged twice after previously denying it. Apparently the second charge was a mistake by the system. I was on the phone for 40 minutes the first time and upon asking for a supervisor I was disconnected. I called back and spent an additional 40 minutes on the phone only to have to explain the entire issue again. Royal Caribbean mistakenly charged my card twice and initially lied about when confronted and the calls should be recorded.

  Customer Answer

  Date: 04/14/2025

  Issue Resolved 

• Initial Complaint

  Date:04/10/2025

  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 canceled my cruise reservation due to hospitalization of pregnancy and complications after birth upon completing all of the required documentation and having travel protection I was then told that I was not eligible to receive a refund. When I canceled my reservation in March, it was stated to me that I was indeed eligible to receive a full refund because I have the travel protection yet after completing the process with their third-party AN travel has been determined that they will not refund me even though they have all of the medical documentation to support my claim I am looking to receive the full balance of the refund excluding the nonrefundable portion. I have been lied to by the representatives. I have requested a call from a supervisor to further explain this determination and I have yet to receive a call back from management. Additionally, After speaking with a representative, I was placed on hold multiple times and still unable to speak with a claim analyst to further discuss the determination letter that I have received

  Business Response

  Date: 04/14/2025

  Subject: Coney- Case #******** Booking #*******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
  
  We are sincerely sorry that this situation remains a concern for Ms. ****** I want to clarify that we cannot override the decision made by the *************************, ***, regarding her claim. We understand how frustrating this must be, especially given the circumstances surrounding her hospitalization and complications after childbirth.
  
  We acknowledge your concerns regarding the information provided by our representatives. While you have completed the necessary documentation and have travel protection, ***, as the third-party provider, has determined that you are not eligible for a refund. We recognize that this is not the outcome you were anticipating, and we apologize for any confusion or miscommunication that may have occurred.
  
  However, our decision will not be amended. We have thoroughly addressed all of your 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