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

  1080 Port Blvd Miami, FL 33132

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  Royal Caribbean Group

  1007 North American Way 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 fromArmenia O

  Date: 11/16/2023

  1 star
  
  
  The Chase Bank reopened the dispute again because the Chase Bank reached a decision without first reviewing the facts that a Chase CSR told me to acquire. I called Westgate Travel on 8/4/2023 at 4:50 PM–5:17 PM with a Chase person on the phone Mercedes, and we confirmed on the phone that you have 24 hours to cancel any cruise, exactly as they canceled prior cruises for me, which I have proof of. Al was just interested in receiving payment for the booking; therefore, he chose not to cancel the cruise with Royal Caribbean Cruise. I disagree with the Chase investigation See Chase notes "You disputed the charges because you believed the merchant didn't provide the services you purchased. Based on the information available, we found that you either received the service of the merchant or made them available for your use. We can't confirm your due credit because the services you purchased were received or available to use." On June 3, 2023, I called Westgate Travel to arrange a Carnival Cruise Line cruise and was scammed out of the cruise of my choice. Al informed me that the pricing he provided me for roughly $3454.00 was for two people, not three. I was able to book a cruise for three people with Carnival, proving that AL at Westgate was cheating me. I called Royal Caribbean and spoke with Jose David and Robert from there, neither of whom returned my call or email. I'm not sure how they booked the sail date on June 3, because we booked on June 4th, which was a Sunday for me to sail from Vancouver. It appears they changed the date to June 3rd. As a result, they may be compensated. Royal Caribbean had a difficult time finding the sailing dates.
  

• Review fromCarlos C

  Date: 10/31/2023

  1 star
  First time curising, and was scheduled to go to ******* at the end of September. I drove with family 2 days prior, it was about a 13 hour drive to the port. Well, about 15 hours prior to boarding, I get an email indicating that due to weather, they were diverting us to Canda, ******, WTF. I booked a nice tropical vacation, not ******. If I wanted to see geese ****, I would have went to my local gold course. I could have driven to ****** quicker than it took to drive to the port in **********. Now, I understand safety and not wanting to put the cruisers at risk. However, they knew days in advance that they were tracking a storm, they should have reached out in the beginning of the week and advised that a weather cell was being tracked, and that there was potential for an itinery change. They did not though, they waited until last minute when they knew all too well that nobody would have a lot of time to replan. Hotels booked, flights, road trip, all these things add up, and they were aware that waiting would only benefit them. Several passengers received a comp room upgrade, so when I inquired, I was told they do not do that. It was a horrible experience with the customer service on board. Then, they basically held me, hostage, afterward and would not let me off the ship. I was extremely intoxicated on the last day of the cruise, and the bartenders kept serving me knowing that I was past my limit. Well, at the casino, I had eledgidly charged **** to my room and I had no knowledge of doing so. I attempted to challenge this as I had no rememeberance of drinking so much or even charging anything to my room that they held me against my will and threatened to arrest me unless I paid them the ****. After about an hour of so of debating with them, they charged my credit card and released me. This was the worst experience for a first time cruise. They provided us with $100 on board credit to compensate for Canda, however it is half the cost for a cruise to Canda vs *******

• Review fromBrenda W

  Date: 10/31/2023

  1 star
  Absolute nightmare to deal with. I cruised with Royal Caribbean previously and loved it. When we booked this time, we were excited and ready for a great experience. We had paid fully, including the travel protection, when my partner was diagnosed with an aggressive cancer that required treatment during the time of the upcoming trip. I have spent hours on the phone with both Royal Caribbean and AON insurance, submitted a dozen documents and been told conflicting information about getting our payment refunded. As of now, they have withheld $800 of our money. This has been a very difficult time for us and Royal Caribbean has been terrible in their handling of our situation and their constant misinformation. We will never book with them again.

• Review fromKari D

  Date: 10/28/2023

  1 star
  We had to cancel our trip due to the financial cost sailing with Royal Caribbean would be. They price gouged (drink package normally $81.99... increased to $110 and marked down 25% and then advertised that the package was by one get one 50% off which when you tried to book it or call to book it that was not the case and their answer was we have to look out for single cruisers). When canceling they wanted to take the complete deposit even though the woman I booked with said we can cancel with no charge at anytime. I was told how I just don't understand. I said so you keep my money, rebook the room and take more money for it, seems fair. ?? The manager finally told me he'd give me back 1/2 of my money but couldn't do anything else for me, I shouldn't listen to his workers and I should just follow the fine print. Very reassuring. I will never book a cruise with this company again nor will I recommend it.

• Review fromTerri D

  Date: 10/27/2023

  1 star
  Myself and husband just got back from a cruise on Mariner of the Seas. A financial nightmare. Four days into the cruise they tried putting a charge through to my credit card for $2700 which my card declined. When I confronted guest relations about the charge their first response was they didnt know what the charge was or where it came from. The next response was they had no control over it the computer sends out the charges humans arent behind them. The final response was o well not our problem call your card and see if they can figure it out. It is now a week after the cruise and Im still dealing with this nightmare. They have tried charging my card the exact same amount 3 times since getting off the ship even though it has posted once. Called their main office and their response was well what do you have on your end then we will tell you whats o our end. My credit card has taken over and is getting rid of all the extra charges. Make sure you keep every receipt if you go on one of their ships they have really dropped bad in their customer service. Used to be my favorite ********************** line. ********************** was October 2023

• Review fromMacKenzie B

  Date: 10/26/2023

  1 star
  My husband and I are cruisers and have loved Royal Caribbean, but the last two cruises have left a terrible taste in my mouth. The last cruise we were on the Allure. The ship was beautiful and the port choices were great. On our first full day into the cruise, they shut down most of the pool deck area for renovations. I understand the need for renovations, but a ship this size NEEDS all the possible pool deck space to accommodate all the guests. We ended up not being able to use the pools AT ALL because all the other pools were uncomfortably cramped with people and the debris from the pool renovations was flying EVERYWHERE.... We tried laying on the top deck and would still get small blue paint specks on our body. Not safe for anyone, but especially a pregnant person, which I was at the time. Therefore, we unfortunately spent all of our free time walking around the ship or in our cabin, since there isn't much else a pregnant person can do. We continued to be lied to and was told every single day that they were hoping to complete renovations that same day. Never happened. Not the experience either of us hoped for our baby moon. Fast forward to our new cruise booking & customer service gave me the incorrect information regarding my time dining which confused me and resulted in me having to pay $66.08 extra. While $66.08 is not going to break the bank, but it isn't money I should have to spend. It is also money that could be spent on a shore excursion or another experience to enhance our vacation. Truly seems like customer service is no longer *********************************************'s number one priority based on our last experience and now this. We will be looking into other cruise companies or smaller all-inclusive operations.

• Review fromHannah B

  Date: 10/18/2023

  2 stars
  Great company NOT to spend my money with again!Cruise out of ********* in September 2023 Pros: -New Royal Caribbean terminal in ********* is beautiful, clean, and was very easy to navigate. The staff there were very friendly and helpful.-Sailed on Voyager of the Seas, enjoyed the most recent Ship renovation. Especially enjoyed the promenade which served as a hub of activity throughout the cruise.-Particularly appreciated the special service for our veterans.Cons: -We arranged with on board **************** at the front desk for us to tip our staff independently, taking off the standard gratuity. After the cruise, we found that they still charged us for the gratuity and would not refund us this erroneous charge. Dealing with ******** on the phone for close to an hour and a half over two separate calls was extremely frustrating. Their reasoning for not correcting the mistake? They had no documentation of our discussion with representative *****. Seems like it would be to their advantage to not document a conversation like that. -Found mold and mildew (due to in-repairable ventilation) in our room, they tried to accommodate us by power bleaching it and then the next day tearing it out and re-caulking the area. Between the bleach and caulk fumes we moved to another room. -Dining room service was unable to complete a simple request for basil at dinner.-************************, and ******* from dining service all made it a point on our last night at dinner to strongly insist that we give them a 10 out of 10 review.-The app was a bit hard to use in that when you are signing up for excursions the information you need is buried within several clicks, as well as signing up for ice-skating it did not inform you that you must be wearing pants to participate, therefore disqualifying to you from your time-slot when you arrive.Will not be giving Royal Carribean any more business or recommendations particularly because of the erroneous charge being unresolved.

• Review fromDavid Y

  Date: 10/17/2023

  1 star
  I am currently on the Odessey of the Sea on the 12 night holy land cruise. I waited an hour at guest services because the app would not let me reserve activities and tge guy said it is a known apple iphone firewall issue and reset the wifi getting it to work. They do not tell you which port stops you will need your passport for. I cannot figure out how to add ************ and extend the limit and the employees by the arcade did not know either. The app is not intuitive and the employees are of no help.

• Review fromCarly K

  Date: 10/14/2023

  1 star
  We, a group of 4, booked a cruisetour starting at the end of Aug-Sept 2023, totaling 11 days. We completed the land portion and on the day we were supposed to set off on the cruise, we found out the cruise was canceled. We were verbally told and received an email stating we would be reimbursed up to $600 for having to change our flights (just needed to forwarded our receipt), reimbursed completely for the cruise, and then get a future cruise credit that matched what we paid for the cruise itself, not the land portion. All our refunds should have been received by 9/22. Fast forward to 9/22, most of us only receive refunds for our excursions and a $195 cruise credit. It took my friends and numerous calls (at least 10 between us all) to RC find out where our refunds were and how much we would get back because when we initially paid, we paid as a package. Each time we called, we received a different answer; some said it was paid already (it was not), another said there was an error in sending the money. No one could give us an exact breakdown on how much was paid for the land portion vs. the sea, so again, don't know how much our refund was supposed to be. I requested a detailed receipt both verbally and through an email with the promise of a call back that was not received, nor have I been given my detailed receipt. I had to spend 3 hours one day going back and forth reviewing numbers with a call represented because she was providing a refund number, but this did not make sense since they cannot give us the exact amount paid for the cruise. As for the airline, it started as send us your receipt, to send us the original receipt and then there were terms and conditions added that were not originally disclosed in regards to how much we actually got back. I have never worked with such incompetent and disorganized people/company.

• Review fromDeborah P

  Date: 10/13/2023

  1 star
  Because of RC I was put on life support They did not inform people of the ship being infested with Covid Thank God I pulled through still my health is not what it was before the cruise I fight every day to get stronger. Still the ship should have informed us that we were in danger of contracting Covid. All they were worried about was making sure we paid for medical expenses for what they caused for me to go through. My life was not their top priority. Shame on Royal Caribbean Wonder of the seas. Never again will I ever go on a cruise with them they should have told the truth before we boarded and I wouldn't be going through what I am going through now. Still fighting to recover.