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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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:04/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 9, 2025 I logged into my royal Caribbean account to check prices of the deluxe beverage package, the unlimited specialty dining, key pass, and excursions to see if there were any better discounts available. Upon checking the deluxe beverage package and unlimited specialty dining were both showing 50% off. I went to my reservation and cancelled my existing specialty dining and rebooked under the new discount. When I went to rebook the deluxe beverage package it was showing 35% off so I could no longer take advantage of the offer. I called royal caribbean, the first representative was very rude and said it was a glitch and nothing could be done. He would not allow me to take the survey at the end of the call. I called back and spoke to someone else, and then had them transfer me to a manager. The manager was extremely rude and made me feel like a complete idiot. I have never been treated this way and was very taken back from it. Again they would not allow me to participate in the survey at the end of the call. I will be second guessing the other cruise I have booked later this year as well as ever doing business with royal Caribbean again based on these interactions. I would like royal caribbean to honor the pricing that was showing online.
Business Response
Date: 04/14/2025
Subject: Response to Complaint - Case #******** 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 remains a concern for Mr. ****** We understand that the changes in pricing have caused frustration, and we sincerely apologize for any inconvenience you have faced.

Unfortunately, we cannot honor the requested resolution as pricing is subject to change without notice at any time. Therefore, our decision will remain unchanged. The prices displayed on our website are not guaranteed until the booking is confirmed. We regret that the price changed when you attempted to rebook for the new lower pricing, and we appreciate your understanding in this matter.

We are also deeply sorry to hear about your interactions with our representatives. Please know that these experiences do not reflect the high standards of customer service we strive to maintain. Your feedback is invaluable, and we will address these concerns internally to ensure that we improve our service.

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:04/09/2025
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.
Booked a cruise back in Nov 2024 and paid in full by first week of Dec. 2024. January 24. 2025, we were informed that they had to cancel the cruise because of ship maintenance. They gave us some dates that didnt work for us and the option to cancel and get a full refund. We chose the cancel and full refund and it took over 30 days to get half of the money back and two calls to customer service. Had to call again about the other half of the refund and they said that the money was theirs because we canceled it. I informed them that this cancellation was because of their cancellation of the cruise they research it agreed and said that we would get a refund within 14 to 21 days and that ended March 14. Called again April 2 and they said that it would take an additional 14 to 21 days. It has been nearly 3 months for a refund, and we still have not received the other half of our payment returned.
Business Response
Date: 04/11/2025
Subject: ******

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 Mr. ******* however,the information provided is not enough to locate his 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: 04/11/2025
Reservation number: 9402780
serenade of the seas out of Tampa Florida
Cruise - Royal Caribbean - Serenade of the Seas
Royal Caribbean Confirmation #: 9402780
Departure: ***** - Mar 09 2025 16:00
Arrival: ***** - Mar 14 2025 07:00
Nights: 5

Customer Answer
Date: 04/14/2025

Complaint: 23185049

Reservation number: 9402780

serenade of the seas out of ******************;

Cruise - Royal Caribbean - Serenade of the Seas
Royal Caribbean Confirmation #: 9402780
Departure: ***** - Mar 09 2025 16:00
Arrival: ***** - Mar 14 2025 07:00
Nights: 5

Sincerely,

*** ******
Business Response
Date: 04/16/2025
Subject: Tylor
Case: ******** Booking #*******

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

We sincerely apologize for the delay in addressing this matter. I want to assure you that we have escalated the issue to our accounting department. They have processed this case as an overpayment, and the funds will be issued back to Mr. ****** credit card ending in 1282. We 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
Initial Complaint
Date:04/09/2025
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 from Royal Caribbean and was charged a duplicate (twice) amount of $1027.22.I have been trying to get this issue resolved and get a refund for the 2nd duplicate charge but Royal Caribbean only refunded me $735.22 on 2/20/2025.I am asking for the remainder of my refund.
Business Response
Date: 04/11/2025
Case 23183161
Subject: Chien- Booking #*******- Sailing date Odyssey of the Seas 02/16/25

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

I have been in contact with Ms. ***** to discuss her concerns. To initiate an investigation with our accounting department, we will need her full credit card number to proceed with the search. However, Ms. ***** has expressed that she does not feel comfortable providing her credit card information over the phone. Unfortunately, our accounting department requires the full credit card number to conduct a thorough investigation.

I kindly request that Ms. ***** provide the approximate date and time when she alleges, she was contacted regarding the issue with her credit card transaction. Our records do not indicate any issues with the amounts charged, nor do we have any record of our company contacting her to request her credit card information back in November 2024. Additionally, our company policy prohibits us from taking credit card information directly from a guest who was booked through a travel agent, due to privacy laws; payments are handled directly through the travel agent. This situation raises concerns about the possibility of fraudulent activity.

Ms. ***** has indicated that she will be sending a copy of her bank statement within the next ****************************************************************** contact with her throughout the process. With the limited information regarding her credit card number, it will be challenging to complete a comprehensive investigation.

We hope to assist Ms. ***** further as we work to resolve this issue.
Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:04/09/2025
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 sailed on ***** on March 30 to April 5. On last full day of cruise, a LARGE group of loud, drunk, "adults" took over the entire solarium pool so that nobody else could get in/out.The solarium is a place for adults to go to get away from the ***************** this group decided to turn the solarium into their own private "party" area.They were so loud we could hear them all the way around the corner from the solarium. It went on for 4 hpirs. I am a 63 year old woman with arthritis in my right ******* sometimes use of a cane. I went into the pool to the "mist" in the middle of the pool, but as i entered it a bunch of them formed a "conga" line & danced THROUGH the centre of misting machine, drinks in hand, singing loudly. They were coming RIGHT AT ME & didn't stop or slow down, even though i was a few inches away. I was unable to get out of the way due to number of people. As a result, I accidentally got pushed against the side of the misting machine & hit my head & bruised my leg. So I got out of the pool & went to report them to a bar employee. He informed me that the group had been doing this for a couple of hours but that there were "too many of them for us to control". He also said other people had complained. Yet staff did nothing. He also told me that only security could stop them.Meanwhile the bar servers kept serving alcohol to these obviously intoxicated partiers.I requested security. Security showed up about 45 minutes later, & I had to make a report with them. Even as I was talking to security about the incident, the bar staff continued serving these rowdy people RIGHT IN FRONT OF SECURITY. Security agreed that they were very noisy & it was inappropriate that they had taken over the entire pool! I pointed out that the pool was over capacity, which was a safety issue, & that the cruise line could face a fine for allowing too many people to be in the ******* was so loud that the security officer and I had to proceed upstairs to continue our conversation.
Business Response
Date: 04/14/2025
Subject: Response - Case #******** Booking #*******

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

We sincerely apologize for the distressing experience you encountered during your cruise aboard the Oasis from March 30 to April 5. Our records indicate that the executive department has already addressed this matter.

We understand your concerns regarding the disruptive behavior of a large group in the solarium pool area, which is intended to be a peaceful retreat for our adult guests. We deeply regret any discomfort you experienced as a result of this situation, and we acknowledge the impact it had on your well-being. Please be assured that we take such feedback seriously, and we are committed to enhancing our service to ensure a more enjoyable experience for all guests. Your input is invaluable in helping us achieve this goal.

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: 04/14/2025

Complaint: 23182921

I am rejecting this response because:
The response from the company states that their records show that the matter had been "addressed". However, when it was "addressed", nothing was offered to me in way of compensation, despite my leg being bruised from being pushed (I attached photos of the bruises). The response was simply "thank you for informing us of this incident. I will pass your feedback on to the ship as a learning tool" (this is paraphrased but it was something to that effect). I was told that the $249 owed me by the company from a billing error has been refunded to me but that it may take 4 weeks to reflect on my credit card. I am still awaiting that refund- but at least the company has started the process to fix THAT issue. However, I STILL WANT THE COST OF 2 DAYS FINANCIAL COMPENSATION EACH FOR MY HUSBAND AND MYSELF FOR THE 2 DAYS OF VACATION TIME THAT WAS RUINED DUE TO THE INCIDENT IN THE SOLARIUM WHERE I WAS PUSHED AND SUSTAINED BRUISING ON MY LEG, AND FOR THE DAY OF NO ************* ON COCO CAY. MY BRUISING WAS AS A DIRECT RESULT OF THE ACTIONS OF THE ***** GROUP WHO PUSHED ME IN THE SOLARIUM FOR WHICH I HOLD ROYAL CARIBBEAN ACCOUNTABLE.

Sincerely,

***** **********
Business Response
Date: 04/17/2025
Subject: **********

Case: ******** Booking 1026914
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.
We have been in contact with Ms. ********** regarding her concerns, and we believe we have found an amicable resolution. We are currently awaiting her response regarding the compensation we have offered.

Thank you for bringing this matter to our attention. We have thoroughly reviewed the complaint and consider it resolved pending Ms. ************ acceptance of the proposed resolution.
Sincerely
****** **********
Royal Guest Experience Management
Customer Answer
Date: 04/17/2025
I am currently reviewing the offers made to me by the company and will decide whether or not I am happy with either of the offers they have put forth. However, I must state that I am not wholly satisfied with the offers as I wanted a cash refund of 2 days of ruined vacation for BOTH myself AND my husband. But the company is offering me a future cruise credit (valid for 2 years) for 20% of the cruise fare i paid for just me in the amount of $307 which was only for myself and does not include the fare paid for my husband at all, even though his vacation was also ruined. I had requested the value of 2 days of ruined vacation time for EACH of us. I informed them on several occasions that we have no desire to cruise with them again and that we want a cash refund instead. I was informed that it is not their "policy" to offer partial refunds and tgat they only offer future cruise credit. After much arguing back and forth, the second option they are offering is cash refund as requested. However, the amount offered for cash refund is now only 10% of the cruise fare paid for just myself (not my husband) in the amount of $153.50. I was told this was non-negotiable. I find the offer of the future cruise credit to be insulting, as it in effect FORCES us to cruise again in the future in order to get "compensated". This is something that we would NOT want to do as we no longer wish to cruise with Royal Caribbean, and We live in ******, so we would have to pay to fly to the cruise terminal in ******* and pay for a hotel in ******* and meals. This would mean that in order to get compensated $307, I would need to spend a minimum of $6000! This seems very shady to me, because the company makes money, but I effectively must SPEND money to get my "compensation". The future cruise credit is valid for 2 years, which means that, in 2 years, cruise prices will likely go up, as will airfare prices and hotel prices, so that would then make the cost to ME go up even HIGHER than the $6000 I mentioned earlier, thus the company makes EVEN MORE money, while I SPEND even more money in order to "save" $307!. Very shady way to give "compensation". So, I would prefer a refund to my credit card or via cheque for the cost of 2 days of ruined vacation for BOTH myself and my husband, which would be $614.00, which i believe is fair, especially in light of the fact that I sustained very minor bruising due to the Company not enforcing their own rules. However, the company (which earns billions of dollars per year) has made it very clear that they have NO intention of honouring my FAIR request and have stated the the monetary offer they have put forth is "non-negotiable". So they are basically saying "take it or leave it". Terrible way to treat a customer.
Having said that, I have NOT ruled out accepting one of the offers put forth by the company. I just wanted BBB to be aware of how this company offers "compensation" to it's passengers in a way that benefits the company over the wronged passenger.
At this time, I have not yet decided on what offer i will accept.
Initial Complaint
Date:04/07/2025
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.
On Oct 19, 2024, I purchased cruise tickets for a family vacation using their BOGO 60% off sale. At the time I referenced their refund policy stated here:************************************************************************************************************************ This states that if canceled before 90 days or more before the cruise, there is no cancellation charge except for the nonrefundable deposit. One person from our group was unable to go, so I had to cancel his ticket, which I did more than 90 days prior to the cruise. We communicated with customer service numerous times up until this cancellation, and we were told over and over that we would get a refund if we canceled before this date. This is when we were told that his entire ticket would be considered the nonrefundable deposit and thus was a "cancellation fee." No where prior to purchasing was it stated that the second ticket was nonrefundable. This is manipulative and unethical behavior on the part of Royal Caribbean. It would be nice if they were required to be upfront about these hidden rules, so that we were knew what we were getting into upon purchase. I would like a full refund of my husband's ticket.
Business Response
Date: 04/10/2025
Subject: ******-***** ********

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

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

Our executive team has thoroughly reviewed the concerns raised by ****************** While we understand that Ms. ****** is seeking a refund, we must respectfully decline. Our records indicate that the executive team has been in contact with Mr. ************** regarding this matter.

We regret that this experience has affected Mrs. ******** and Mr. **************** impression of our company, and we apologize for any disappointment this final response may bring. We strive to provide clear information regarding our policies to all guests prior to purchase.

Mrs.******, we sincerely value your patronage and look forward to welcoming you on one of our ships again in the near future.

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:04/04/2025
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 went on Royal Caribbeans wonder of the Seas last month and got really sick. Im still sick now and had **s prescribe things for me that havent worked or I have muitple problems. I never been so sick. I remember seeing toilet paper in one of the pools on the ship so maybe that didnt help. I have to see another ** tomorrow.
Business Response
Date: 04/10/2025
Subject: ******

Case: 23163552

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 Mr. ******* however,the information provided is not enough to locate his 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: 04/10/2025
******* 2-27-2025 to March 2nd 2025 on Royal Caribbean Wonder of the Seas it went to ****** ******** ********
Customer Answer
Date: 04/10/2025

Complaint: 23163552

7795868 2-27-2025 to March 2nd 2025 on Royal Caribbean Wonder of the Seas it went to ****** ******** Coco Cay

Sincerely,

******* ******
Business Response
Date: 04/11/2025
Subject: ******* ******

Case: ******** Booking#*******-Sailing Date February 23 *****

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

We are truly sorry to hear that you are still unwell following your sailing on the Wonder of the Seas on February 23, 2025. The well-being of all our guests onboard is our top priority, and we sincerely apologize for any impact this may have had on your cruise experience.

Your comments regarding this matter have been duly noted, and we appreciate you taking the time to share your concerns with us. We wish you a swift and full recovery.

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: 04/16/2025

Complaint: 23163552

I am rejecting this response because: Not resolved because I'm still sick after talking to 2 different **** and have to get checked out again today because I'm still sick and the prescriptions weren't strong enough. I never been sick this long before.

Sincerely,

******* ******
Initial Complaint
Date:04/04/2025
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 reserved a balcony cabin with a ** Casino Royale offer. In January, I was offered to bid on a room upgrade through the ** Royal Up program. I put in a bid of $310.00 per guest, $*********. On 2/5/25 I was notified that my bid was accepted and I was charged the $620.00As I have bid before for other sailings, and never received, I was excited to receive this upgrade.Until we arrived on the shipFirst situation happened. We had notified the cruise line that we both used cpaps and needed cords and electrical plugins.There were no outlet extenders available and the room only had a two prong outlet by the desk. I had brought a small extender knowing the folder ships did not have many outlets. We had to rig the cords on the ceiling and use my extender sideways at the head of the bed in order for the Cpaps to have electric.(We did this ourselves) Leaving us with only one plug at the desk to charge our electrical devices.We could handled that issue if that was all it ****** we were atop the bed, stringing the drop cord, we saw a black bug ****** across the bedspread. I grabbed paper and caught it. It was a bedbug. I notified our room attendant ***** immediately. He notified his supervisor Marvelous. We asked to be moved. They said there were no rooms available. I said I didn't care what size but was told nothing was available as there were sewer issues on the 2nd and 3rd floor and others were being moved.Other bugs and daily noises were found as per our videos that we cannot attach THEN, as we went to bed that night, there was terrible noises above our room. After numerous complaints it was identified there was a galley up above our heads. Noises all day and night. EVERDAY for the 12 days of the cruise.I have NEVER had issues like this on any vacation.There isn't enough room on this complaint page to discuss this thoroughly.There are MANY notes and much time spent talking to many employees within the ******** these situations were handled were unacceptable.
Business Response
Date: 04/09/2025
Subject: ****** - Case # ******** Bookings # *******

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

We are sorry to hear about the concerns that Ms. ****** experienced onboard. We have made several attempts to reach Ms. ****** but have not received a response. Please encourage the guest to provide us with the best time and contact number so that we may further discuss her concerns.

Thank you for your assistance. We await further reply.

Sincerely,

****** **********
Royal Guest Experience Management
Customer Answer
Date: 04/09/2025
Hi
I have left a voice message today responding to Royals previous communication
I am awaiting a response.
Thank you
Customer Answer
Date: 04/09/2025

Complaint: 23160260

Hi

I have left a voice message today responding to Royals previous communication

I am awaiting a response.

Thank you

Sincerely,

****** ******
Business Response
Date: 04/11/2025
Subject: ******

Case: ******** Booking # 3944822

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:04/01/2025
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.
Im requesting a full refund for two staterooms booked under my name on a recent Royal Caribbean cruise aboard Wonder of the Seas, sailing on March 23, 2025. On the first full day, while visiting their private island, *******, I cut my foot on a large submerged rock in a designated swim area at *********** near the sandbars. The injury required five stitches and a tetanus shot onboard. I spent the remainder of the cruise with my foot elevated, unable to participate in excursions or activities. I also had difficulty getting around the ship due to limited mobility and needed to use elevators exclusively.******* is fully owned and operated by Royal Caribbean, and I believe the company has a responsibility to ensure designated swim areas are free from foreseeable hazards, or at the very least, clearly marked. There were no warnings posted in the area where I was injured. This lack of warning and maintenance resulted in a serious injury that impacted not just my experience, but my familys as well.Beyond the medical care I received onboard, nothing was offered. I had organized this trip not only for my immediate family (in the two staterooms I am requesting a refund for), but also for 15 other relativesbringing a total of 17 guests aboard, all based on my recommendation. What was meant to be a special family vacation turned into a frustrating and physically painful experience.I am asking Royal Caribbean to refund the cost of the two staterooms as a fair and reasonable resolution. .
Business Response
Date: 04/03/2025
Subject: ******

Case: ******** -Booking7513637 &7513819
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have been in contact with Mr. ****** regarding this concern. We believe we have found an amicable resolution.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

****** **********
Royal Guest Experience Management
Customer Answer
Date: 04/11/2025

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:03/25/2025
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 boarded a cruise this past weekend and left gratuity to the employees via cash. On Sunday the day before the cruise ended I went to guest services to remove the gratuity charge from my card since I had left it cash. The employee has a clip board and told us we did not have to go to the computer that he would write down our information and remove it when he was done handling the line because there was other guests that needed the same thing done. We provided the information and he advised it would be taken care of. Now Im off the cruise and I see they still charged me the gratuity. I call customer service and the representive tells me to give her 24 hours to call back with a resolution. I never get the call so I call in again to check in and am told that they cannot give me a refund because the tip has already been spread out even though their employee committed the mistake. After I complained to them about the experience they told me they need another 3-5 days to see if they can resolve so still not offering me my refund. Not to mention the whole experience on the cruise was terrible. When I first arrived to board they had checked in another person with the same first name under my information even though they had a different last name. It was a whole security issue for them to fix before letting board. The staff during dining the first night was terribly rude and the food kept coming out cold. Terrible disappointed with this cruise-line. Ive sailed on many others with Norwegian, Virgin, even Carnival and this has by far been the worst.
Business Response
Date: 03/31/2025
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 ******** 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:03/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Food poisoning salmonella coverup My uncle founded Royal Caribbean
Business Response
Date: 03/30/2025
Subject: *******

Case: 23111144

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 Mr. ******** however,the information provided is not enough to locate his 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

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