Reviews

This profile includes reviews 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

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  Royal Caribbean Group

  1007 North American Way Miami, FL 33132

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  Royal Caribbean Group

  1080 Port Blvd Miami, FL 33132

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  Royal Caribbean

  815 Channelside Dr Tampa, FL 33602-4200

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  Royal Caribbean International

  4729 S Palisade St Wichita, KS 67217-4925

Review Details

• Review fromKortnee G

  Date: 07/05/2025

  1 star
  In December 2024, my family sailed on Oasis of the Seas. Prior to sailing, we provided documentation of my 6-year-old sons medical needs, including epilepsy and developmental delays that require predictable routines, clear communication, and immediate access to medication and hydration. We arranged expedited disembarkation specifically to avoid triggering medical episodes.Despite this, Royal Caribbean failed to provide the accommodations they confirmed in writing. When we disembarked, my husband and our nanny were allowed to pass through with all of our luggage, including my sons seizure medication. I was then stopped without explanation and detained alone with both children. I was never told why I was being held, how long it would last, or allowed to have my husband return. I repeatedly asked if my children could go ahead with him and was told they could not.This caused extreme confusion and distress for my son, who depends on routine and familiar people to remain calm. He became highly agitated and was at risk of seizure due to the sudden separation and the lack of information or support. I had no ability to get his medication or to help him feel safe.Other serious issues included:The *********** provided for my infant daughter was unsafe, with large gaps between the mattress and the frame that created a suffocation hazard. No replacement was provided despite multiple requests, and as a result, our baby had to sleep on the floor for safety.The bottled water we requested before boardingneeded specifically to prepare formula and to maintain hydration to help prevent seizureswas not delivered for several hours despite multiple requests.A birthdate discrepancy caused further delays and confusion, even though we provided valid passports in advance.I have contacted Royal Caribbean repeatedly about these failures. Their responses minimized the seriousness of what happened and offered only a 15% refund or a 30% future cruise credit.

• Review fromFrancine M

  Date: 07/02/2025

  1 star
  I had 3 interior rooms reserved on the 7th deck next to each other for me and my 2 sons. Today, indiscriminately, my sons bank card was charged $790 for an upgrade to a balcony room. I did not, nor did he this. I immediately called to have this reversed and was told I had to send an email to dispute this, which I did. I received an email back that the charge stands. Just like that. There is no request made anywhere in writing for this upgrade. I consider this theft. email

• Review fromCatherine W

  Date: 07/01/2025

  1 star
  My family and I were looking forward to our first cruise and to go together. W picked our floor and room so we would be near one another. We made a non refundable deposit because we knew we wouldnt be canceling. We paid for our drink packages and excursions and opened royal Caribbean credit cards for points. We downloaded the appt to make things easier and assumed it would deduct the last payment from the cards on file. I went on the app and saw that it did not make the deduction so I went to make the final full payment and It wouldnt let me. I called and was told they cancelled my reservation and already booked someone else in the room. They also kept my deposit since it was not refundable. I asked to be rebooked but they only had an upgraded room left which would be about 10k more. I asked to be out on a waiting list and they only put you on for three days. In the three days you have to check your email or try to book online. They dont have the technology to send a notifications for anything through text and can only email. I spoke to two different people asking why the app did not reflect notify me as I put notifications on for the cancellations. The system they use doesnt work with the app so you wont be notified but you are not told that. The app doesnt show the cancellation and actually shows me still having the room I booked. They said they cant do anything and are unable to put anyone on a waitlist for more than three days. The will keep the $700 deposit despite canceling my trip doing nothing to help. Looks like we wasted our time getting Royal Caribbean cards and booking all of the details for the trip. They have no answer except that the system they have doesnt allow for better communication with the app or text. We are so disappointed and will not be trying our first cruise with this company. We booked directly but will never do that without an agent again. Way to many rules, no accountability and a horrific company overall.

• Review fromKelly L

  Date: 06/26/2025

  1 star
  Cruise Deposit - Refund Given BUT Only Given 1 Year to Use the Credit I booked a cruise for me and my (2) children in June of 2023 for a cruise in June 2024. Due to medical issues with my daughter, I needed to cancel the cruise. MY FAULT - I did not realize the deposit was non-refundable but I did not ask for the money back. I wanted a credit for a cruise at a later time. They gave me a credit but I HAD to use the credit by booking and sailing within that 1 year. I work in a school and taking a week off is hard already but, my son is in high school and plays sports practically year round. He did not want to miss school because... 1 - He can exempt exams as long as he meets the requirements - Less than 2 absences and is maintaining an A/B average. 2 - If he misses practice for an extended length, he is removed from the team. The credit expired March of 2025. I called ** and explained my situation being a staff member of the school and the fact that my son was in school and active with sports we could not meet the deadline. All I asked RC was to allow me to keep the credit for a future cruise (primarily for June 2027 when he graduates) and they denied my request. Single Mother, working as a Teacher Assistant in a public school system, I make $16.90 an hour, my son is in high school, with an awesome GPA and active with sports, and losing $750 really HURTS. I didn't ask for the money back, I just wanted to use the credit for FUTURE cruise and was denied. Seriously - RC has no compassion for educators, who make NOTHING, and can't work with someone who wants to keep the credit for a future cruise. My money is hard to earn and not being able to work with someone in this economy when I am BARELY (literally BARELY) making it, is just heartless. I am not asking for the money to be credited back to me. I am asking to reinstate my $750 deposit as a credit to be used at a time that will work for me and my family.

• Review fromhilda n

  Date: 06/24/2025

  1 star
  The worst experience ever had with a Cruise Line Royal isnt Royal its treat consumers like garbage and take their money. I wasted hours on the phone making a reservations. They were doing updates on their system so online system wasnt working. Their phone lines were also having tech problem. After wasting the entire day, hours laters, ***** from resolutions tells me i longer have a reservation due to an internal error. If i would've not called for another issue my family would've showed up at embarkation to be turned away! Again on hold for another 2 hours as they try to resolve and laugh in the background. I believe they were intentionally procrastinating and joking around at my families expense. Don't trust Royal Caribbean they are UNRELIABLE and EXTREMELT UNPROFESSIONAL. I've heard many stories of families who booked a cruise with Royal to only be turned away at embarkation day. Everyone gives you FALSE information. They will never compensate nor apologize.

• Review fromKaitlyn L

  Date: 06/18/2025

  1 star
  Royal Caribbean charged me double the amount that they were supposed to. With my bank **** regardless of it being a pending charge that money comes out of my bank account. The problem is that I've agreed to pay $500 to them. I didn't agree to pay $1,000 and as of right now I am out of $500 for the next 2 weeks until the charge is disputed. They refuse to cancel the quote "authorization fee"

• Review fromChristina A

  Date: 06/07/2025

  1 star
  They advertise and charge for an excursion as part of Perfect Day at CocoCay called "************** (adults only)". I paid almost $500 for my group to go only to find out there's no beach. It"s a 5ft deep watering hole. Of course I complained and requested a refund since we thought we purchased a beach excursion and of course Royal Caribbean refused the refund. I have never seen a more ridiculous case of false advertisement. I will never give my business to ** again.

• Review fromHany P

  Date: 05/22/2025

  1 star
  Royal Caribbean Failed to Honor Agreed Refund, Provided Misleading Information: I am filing this complaint regarding Royal Caribbean's failure to provide the refund I was promised following the cancellation of my cruise due to a medical ************ the time of cancellation, I was assured that if I paid a $2,000 cancellation fee on the spot, I would receive a full refund for the remaining cost of my trip. I complied and paid the $2,000 immediately. I was repeatedly told via email that the refund was being processed. However, to date, I have only received $580, leaving a balance of over $6,500 unaccounted for.After weeks of no resolution and receiving no clear explanation, I was recently contacted by a representative who once again offered a cruise creditdespite the prior agreement that I would be refunded in full. I have clearly stated I am not interested in a cruise credit and want the refund as originally agreed upon. Alternatively, I would accept a partial resolution in the form of a $5,000 cruise credit and the return of the $2,000 I already paid.Attempts to speak directly with the representative were unsuccessful. When I missed a call during a work meeting, the voicemail I received did not include a direct extension, and when I tried calling back, the receptionist line went straight to voicemail. Ive repeatedly requested written communication to maintain a record, but this has been dismissed with claims that the matter must be handled over the phonedespite there being no record of prior phone conversations.This entire situation has been handled with a lack of transparency and accountability. I feel misled, and as a loyal customer, I am extremely disappointed. I am requesting immediate resolution of this matter, either through the full refund I was promised or through a satisfactory partial settlement.Sincerely,*********************

• Review fromJeffery I

  Date: 05/21/2025

  1 star
  The handling of medical emergencies on board the Quantum of the seas Royal Caribbean was to say the least, UNEXCEPTIONAL.Was is a type 1 diabetic, her sugar suddenly dropped to 59 to 40 in a matter of minutes. We were in our stateroom, where I dialed EMERGENCY button on my phone. She asked of the emergency I explained the situation and asked for a doctor and a coke or juice to bring her sugar up! Unfortunately the operator not understanding my instructions due to language barriers, SHE CONNECTED ME TO ROOM SERVICE!!Thanks to the quick response from the housekeeper in the hallway, help was finally called. By the time the medical staff arrived her sugar was already going up thanks to the actions of a staff member who could barely understand me.She definitely could have gone into a diabetic coma fire drills were performed with excellence, being a ex **** member, BUT NO FIRST AID DRILLS WHEN EVER SOMEONE DIALS A EMERGENCY LINE, help should be running Be careful

• Review fromBrian L

  Date: 05/02/2025

  2 stars
  I booked a cruise at Next Cruise from one of the ships because they claim to save money if you book there. This is not the case at all. In fact, booking with Royal Caribbean is significantly over-priced with absolutely no perks compared to booking with a travel agent. A 12 night cruise booked in March of '25 at a cost of ****. Today, nearly 2 months later, I can get the same room, same date on 2 different websites, one for **** and another for ****. With onboard credits for the latter of 50 dollars PP When I called customer no-service and spoke to a lady named ***, they claimed they could do nothing. I said, I can book today with VTG and still save over 1000 dollars after insurance and what I already paid. Their answer? Go ahead. That's the Royal Caribbean experience. I am done giving them my hard earned money, and I will make sure everyone who will listen hears my experience.