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 International

  4729 S Palisade St Wichita, KS 67217-4925

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  Royal Caribbean Group

  14700 Caribbean Way Miramar, FL 33027-4161

Review Details

• Review fromMadeline S

  Date: 08/14/2023

  1 star
  Royal Caribbean is by far the worst cruise line I have ever had to deal with. I have had a crisis paid for 5 months before we were supposed to set sail on the cruise. 20 days till sailing they canceled my cruise. I spoke with a manager for Royal Caribbean and they told me that my bank reached out to them on my behalf to cancel it. I contacted mommy bank to find out why and they told me they had no records of that request. So I called Royal Caribbean back and they just kept telling me the same thing. So I had to file a dispute with my financial institution to *hopefully* get my money back. Im still out $2500+ & my boyfriend is out $900. This is absolutely ridiculous as none of this is my fault and no one can give me a clear answer on why it was canceled. Other than some BS excuses. I will NEVER use Royal Caribbean. HORRIBLE customer service. Now I cant even go on vacation. And my bank says it can take up to 90 days and I may or may not even get my money back. I WANT MY MONEY BACK. NONE OF THIS IS MY FUALT. Someone should be prosecuted for not being able to give me a clear answer on whats going on and why my cruise was canceled. ABSOLUTELY RIDICULOUS!!!!!!!!!!!!!!

• Review fromCharles W

  Date: 08/13/2023

  1 star
  I spent 5 hours attempting to book Wonder of the Sea cruise. I received a price of $993 per person before taxes on their website. For 3 hours, I attempted to click and book the cruise at their checkout screen. Their website froze on the final page loading anchor screen. It would not continue forward to payment. So I called ************* to finalize. For 2 hours, I spoke with agents who couldn't rectify the situation. Each agent gave a different lie for the reason it didn't work, contradicting each other. I was disconnected 3 times while on hold. Finally, I got a supervisor on the line. His name was ******. He raised my price to about $1400+ per person ending up in $3,800 after fees instead of $2,000+. He almost doubled it! To prove the website's price, I email 4 screen shots at the end of 4 booking processes using the Royal Caribbean website to their sales team: MPENATEFLORES @RCCL.COM Each screen shot showed the published result of $993 per person whether it was 2 or 3 people in a room. (One of the lies RCCL was caught in when he said the price was according to the average in the room) The screen shots proved I was mislead. He finally acknowledged that my displayed price was there in the past 30 minutes but he weaseled out of it saying that it was an average and prices change. He caused my night to be wasted since he would not honor their price. Displaying a price and not honoring it is against the law. I quoted him The 2007 ******* Statutes Title XXXIII REGULATION OF TRADE, COMMERCE, INVESTMENTS, AND SOLICITATIONS ******* Consumer unit pricing.- He acknowledged the law that "Prohibits the use of unit pricing of consumer commodities when it would tend to mislead or deceive consumers." Royal Caribbean flat out lies with their pricing and does not honor their advertised prices on their own website or checkout page. They are set up perfectly for a class action law suit if anyone wants to try. They must obey the law, honoring prices, or lower their BBB rating.

• Review fromSusan J

  Date: 08/10/2023

  1 star
  We booked a Southern Caribbean cruise on Symphony of the Seas Ship Jan. 26, 2023. to be taken March 23, **** (14 months in advance of trip). A $500.00 deposit was made. Several family members booked this cruise. One port is *******, *****. As we watched and followed the carnage, abductions and lawlessness occurring in ***** we became concerned that Royal Caribbean would sail anywhere near this island. Last week the US placed ***** at a LEVEL 4 for Americans to travel. The abductions have soared to well over **** by reported 200 Voodoo type gangs. HUGE SAFETY issue! I spoke with a RC representative, ***** August 2, 2023, at 11:15 AM. I expressed my concerns. I stated that surely RC would not consider cruising anywhere near this unsafe situation. Why would a company place their patrons and employees in such a situation. He told me there is no current change and to wait and see what happens. Another American abduction occurred, and most disturbing Doctors without Borders announced it was pulling out of the ***** area. This really brought the situation to realization. Doctors without Borders give their services in the worst of the worst areas and situations, For this organization to stop services said it all to me. During surgery a patient was abducted right off the table! Why would anyone go on vacation to endure abhorrent anxiety/unsafe situations? The decision was made to cancel this cruise. We need a safe advance plan for a spring break family holiday. I called on August 7, 2023, and spoke to ******. I explained the situation. Her response was the same as ***** on 8-2. I reiterated I was cancelling our reservation (7 months+ in advance of the cruise). I also requested a "Good Will" refund on our $500.00 deposit given the circumstances. After much discussion and ****** speaking with her supervision *******, I was turned down. While I understand deposits, this situation I believe warrants any reputable company to return a customers' deposit.

• Review fromAndrea W.

  Date: 08/10/2023

  1 star
  In February of 2023 I booked a family cruise for travel in November or 2023. I was diagnosis with a critical condition in August. After being told this horrible news my doctor suggested that I cancel my cruise due to treatment. Contacted RCC and explained my reasoning for the cancellation and requested my deposit refund. I was told to submit a medical letter as proof for cancellation. I submitted the letter from a very established Cancer Institution and I was told that I was not entitled to a deposit refund under any circumstances and could be offered a cruise credit. I tried to explain the seriousness of my health condition and that a future cruise was not an option for me. Even with the medical note RCC rep demanded to know my condition and I explained that I am protected under HIPPA and my doctors nor I have to reveal my medical condition.I explained that I needed to refund to help pay towards my medical treatments. There was no compassion throughout the conversation. I was continually told I could get a credit for future trips or lose my total deposit.I was forced into accepting the cruise credit,Having this conversation has added to my stress and have caused me great anxiety during this time of extreme illness.This company is HEARTLESS.All over a $300.00 Deposit.No apology, no compassion, they don't care!!!!

• Review fromDeidre H

  Date: 08/10/2023

  1 star
  Royal carribean is the most unprofessional cruise line. They are giving me the runaround to get my money back from a cruise they denied me entry on even though we called in advance and they said it was fine, security approved for us to go, and one person denied us entry. Now Im losing out on **** and there was no reason why we shouldnt have been allowed on. The boat wasnt leaving and the doors were open. They were scamming us because they know they could and would get away with it.

• Review fromDavid B

  Date: 07/27/2023

  1 star

  David B

  Date: 07/27/2023

  Paid in full for a cruise, only to have them increase the price due to tariff increase. They will not honor the original contract price and they will not issue a full refund. Beware, there is zero price protection, even after you have fully paid in advance.*****************************************************************************

  Royal Caribbean Group

  Date: 08/02/2023

  Were sorry to learn of your disappointment regarding the tax increase. We understand this was an unexpected change. Recently, the ******** government implemented a change to their departure tax amounts for all cruise guests visiting *********** on or after January 1st, ****, this includes sailings departing before January 1st, ****. Since the increase was imposed by the ******** government Royal Caribbean Group is required to comply. Additionally,out of fairness to all guests, individual exceptions cannot be granted. Please pardon us for any further dissatisfaction our reply *** cause.

• Review fromNicole L

  Date: 07/27/2023

  1 star

  Nicole L

  Date: 07/27/2023

  We received complimentary tickets for a 7 day cruise, thinking it was the best trip ever. First off, they are trying to charge $1200 for a drink package and $300 per person for a soda package! The rep automatically charged us for it instead of talking to us before he charged it!! Wifi is NOT FREE its $30 a day. The food was mediocre but of course that was free. Then they automatically charged $16 A DAY for housekeeping. If you are planning to even step foot on their ship as a family, it is NOT affordable. At least make the wifi free and housekeeping because i can definitely wash my stuff myself! I guess Carnival will be better at this point!

  Royal Caribbean Group

  Date: 08/02/2023

  Were terribly sorry that you were disappointed with your complimentary cruise. We understand how much you anticipated your sailing with us. Our goal is to provide the best overall vacation experience and were saddened that we didnt meet your expectations. I assure you that the feedback you share is an essential part of our ongoing improvement endeavors. Your perspective is extremely important and greatly helps in measuring our performance. Therefore, your comments have been carefully documented and forwarded to our operational teams for internal review.

• Review fromBETTY T

  Date: 07/24/2023

  3 stars

  BETTY T

  Date: 07/24/2023

  I booked an overseas cruise, they then changes the ship, to a smaller one with less venues, dissappointing but.. ok, they then changed the itinerary ..after I had all my excursions and spa booked on sale, I had to cancel wait for refunds , some beimg onboard cresit that I dont think I even got reinbursed for in full, then rebook them at a higher pricw or lose my dtea and timea and then it all goes on sale again and they want me to cancwl and rebook again.. this is my umfteenth cruise and they would not just match the lower prices that I already had to cancel and rebook due to them changing the whole itinerary and when I escollated it they would not help out. So dissappointed and just tired of their neglect to assist their customers.

  Royal Caribbean Group

  Date: 07/27/2023

  We're sorry to learn of your dissatisfaction regarding your booking experience and the changes made. We realize that modifications can be disappointing for our guests, and we do not take these decisions lightly. There will be moments when changes are unavoidable, and our Cruise Ticket Contract does reflect that we may have to modify the sailing for several reasons and at any time. Additionally, pricing for Cruise Planner items is subject to change. Therefore, should you want to take advantage of a promotional price, you will need to cancel the purchase and rebook as we cannot price protect the cost. 

• Review fromDariia F

  Date: 07/11/2023

  1 star
  I booked a Royal Caribbean International (***) cruise for my family to sail from *********, ***** from Sept. ****, 21 A month before our departure we received an email update that *** canceled a cruise visit to ****** and replaced it with a cruising day. ****** and ***** (cruise destination countries) required only a negative COVID-19 PCR (or rapid antigen test) within 72 hours of entry. ***** also required a passenger locator form completed online upon entry into *****. We had both, negative PCT and antigen tests ready. We completed passenger locator forms and beyond. We were also extensively tested for COVID-19 by *** before we entered the cruise, during and before our exit back in *****. There was no reason for *** to cancel our stop in ******. Once we departed, *** announced that we could not leave the ship and explore our destinations on our own. We were allowed to leave the ship only if we purchased *** tours. The *** tour prices were unreasonably high. Not only that. They did not have enough tours to accommodate all the travelers, so my family and I could not buy their tour tickets even if wanted (in ********), thus we could not exit. We were held on the ship like hostages, for no reason, but for *** profit. I could not afford to buy *** tour tickets for all my family to see ****. It would have cost thousands to see what we hoped to see. Instead, we took a quick bus tour and never got a chance to see anything. The same happened in Naples. We asked *** what could happen if my family and I did not want to buy their tours and wanted to leave the ship on our own. We were told that we could not return to the boat if we did that. We had to take our belongings with us for us to leave too. My family and I felt like were kept hostage by ***. We were kept against our will on board. *** used the pandemic to earn/recover their profits. *** mislead and held travelers captive on their cruise for profit.

• Review fromBessie W

  Date: 07/08/2023

  1 star
  We booked our entire trip through Royal Caribbean Vacation Planner so if there were any problems it would be handled immediately. For our air travel, I was transferred to their department, Air2Sea. On the morning of our trip, we are at the airport at 5:00 am to be told our flight had been cancelled. We could not get any assistance online or on the phone, this started the worst day of travel I have ever had. We solved our own problems and made the cruise. However, when we got back, and I tried to be reimbursed for the cost of the cancelled flight and ground transportation from airport to seaport, I was treated horribly! We trusted RCCL, we bought the insurance, we booked through their Vacation Planner; but when we tried to get refunded I got hung up on by BOTH Air2Sea and Royal Caribbean International Group! It has been 12 weeks since we have returned from our trip and we are still without a refund. It doesnt matter how much you think you have covered all areas and tried to protect yourself from expensive mishaps; with Royal Caribbean you will never get any help recovering your money! Your just out of luck!!!