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 fromPaula A

  Date: 07/08/2023

  1 star
  I just got off of the Oasis of the Seas yesterday it was the worst vacation I ever took. I booked a 2 bedroom suite for $12,000 from day 1 we had issues the curtains wouldn't close the temperature controls were broken the Jacuzzi was broken. We had maintenance people come through every day literally. They finally fixed the Temperature on the 6th day leaving our room at 10pm they were literally there all day. The ************* was replaced yet it still smelled like wires burning. I had this elaborate room for my 87 year old mother. We had a group of 61 people go on this cruise. We could not enjoy any of the perks of having the suite. All I would get was this is not the usual result we have never experienced anything like this. The guest services Manager on board gave us $1,000 on board credit for the 3 of us to share. Which doesn't nearly compensate for a ruined trip. I could not enjoy one single day on the ship without repair people coming in and out. My mother and sister both caught a cold from the damp cold room. I contacted guest services on shore which I was told to do on the ship. They basically said they apologize for me having a horrible experience there was nothing they can do and the on board manager should not have told me I would get compensated because I agreed to on board credit which was totally untrue. They said they would better train their staff. I left out a bunch of other things that the people in my group reported such as bugs in their cabin. refuse to let this go until someone reaches out to me. I will write on every social media page and reach out to news outlets as well.

• Review fromLeah S

  Date: 06/26/2023

  1 star

  Leah S

  Date: 06/26/2023

  Royal Caribbean promotes using its agents to book travel. Since there were 39 people in my group, I figured it would be easier to use their agent but I was mistaken. After making a reservation with All-Travel for a Royal Caribbean Cruise, the relationship with the agent soured. Fortunately, only two people were in the reservation on that ship because after All-Travel got their commission, they had no obligation to help, offer solutions, or follow-up. Therefore, Royal Caribbean said they could make NO changes to my reservation. This cost me several thousand dollars. Every time I tried to resolve the issues, Royal Caribbean assumed no responsibility and even hung up on me a few times. They acted as if I was the travel agent's customer and they had no role in helping to fix the relationship or resolve the problem. I couldn't even get the travel agent removed from the reservation. So buyer beware! Only use an agent if you know them and trust them. Otherwise, it's better if you handle the reservations yourself directly through Royal Caribbean and DO NOT USE THEIR AGENTS! It will cost you more money, time, and effort.

  Royal Caribbean Group

  Date: 06/29/2023

  We're sorry to hear that you encountered difficulties with your travel advisor. Please note that All-Travel is an independent travel agency. Royal Caribbean Group is not affiliated with this company. Additionally, we cannot influence their business practices or the services they render. Nevertheless, we're saddened that you had a bad experience and appreciate your feedback. As such, we have carefully documented and forwarded your comments to our operational teams for internal review. 

• Review fromLori W

  Date: 06/20/2023

  3 stars

  Lori W

  Date: 06/20/2023

  The cruise was very good, but the offshore Essential ****** *************** Tour was a joke. The tour started late which meant we didn't have time to visit the modern shops near the cruise port. We were taken to the run down, dilapidated parts of the neighborhood that did not appear to be safe. The so-called points of Interest were not interesting at all. This tour is strictly for fleecing the pockets of tourist. I paid $95.98 to see the "hood". I called **************** to request a refund and was denied.

  Royal Caribbean Group

  Date: 06/23/2023

  We truly regret to learn of the disappointing experience on the Essential ****** Flavors & Sight Tour. Our goal is to provide the best possible shore excursions available at the port by working with local vendors.They're provided by independent tour companies, and we rely on them to carry out the services as advertised. Sometimes, despite our best efforts and good intentions, things do not go the way we would hope. Nevertheless, we're saddened that his experience reflects poorly on our commitment to meet this goal. Please accept our sincere apologies for the dissatisfying time you spent on the expedition.

  I assure you that the feedback you shared is essential to our ongoing improvement endeavors. As highly valued guests, your perspective is extremely important and helps immensely as a method of measuring our performance. Therefore, I've thoroughly documented your comments in a centralized database, which is regularly published to our operations team for internal evaluation.

   

   

• Review fromCharlene M

  Date: 06/01/2023

  1 star
  I sailed with allure of the seas on may ****, 2023. On Saturday may ******************************************************************** the bed. There was a knock my husband opened door and it was a security officer stated someone called emergency number. My husband told him it must of been our one year old playing with phone. The security went in there and said im recording you and proceeded tl open the restroom door even ****** my husband had alreasy tols him i was in the restroom and without knocking he opened door and saw me completely naked. It was embarrassing and i feel violated. I reportes it to royal ********* lmce off the ship and was told they werw not going to do anything and to file a complaint with an attorney

• Review fromAnthony D

  Date: 05/30/2023

  1 star
  Frustrating course of events spread out over months resulted in many hours of lost time and a lot of anxiety and frustration for me and my family. The problem is with their Gift Card Program. The Royal Caribbean staff repeatedly never applied the credits to my cruise and resulted in me getting repeated requests for payments that were not due, as the account was paid in full. The customer resolution team was actually rude and even more infuriating when I contacted them. The people responsible for helping made it worse! One person by the name of ****** had a lot of difficulty communicating his thoughts and process. He kept wanting to talk about what Royal Caribbean does and does not do and he was arguing with me about what communications I did or did not receive. I literally have e-mails directly from Royal Caribbean and he basically told me I was lying and that they dont e-mail anything related to account payments or balances etc. Kept saying it over and over, even though that is NOT what I called about. He was stuck on trying to tell me I was wrong and lying and would not allow me to find resolution for what I actually called about. Eventually I got him to admit that he was stuck on that because his manager told him that what I was saying was not accurate so I must be lying and he therefore would not do anything for me/help me! I offered several times to forward him the e-mails from Royal Caribbean with the account details etc. and he refused, again telling me they dont do that. My family and I have traveled with Royal Caribbean many times, we have significant status with the cruise line and spend a LOT of money with them and they just dont care. That does not have ANY value to Royal Caribbean according to the interaction I had today with Locker. I question the Royal Caribbean Gift Card program and believe it to be a means of fleecing money from potential passengers with intent to deceive and abuse those investments.

• Review fromMichael B

  Date: 05/29/2023

  1 star
  Another Terrible RCCL Experience
  Hi.  New to the Board.
  I just had the worst pre-cruise experience, not resolved by any person in RC customer service.  My wife had booked a reservation for this July 2023. She realized it was her work email and, on the same day, updated it to her personal email address (Aug. 2022). Since then she has received emails reminding her of "Days to Embark, excursions, etc."- except the most important one- payment due. Each of the other 6 family members travelling with us all received their email regarding payment. 
  My wife called RC to find out our reservation had been cancelled. It was for a balcony room, and the only thing they could offer was an interior room at double the cost. I felt this was an unacceptable remedy. I then took a swing. He confirmed that RC cancelled the reservation for lack of payment. I was able to escalate the situation to RC resolution department. The gentlemen understood the situation, but also could only offer the same interior room. I asked him if I was able to furnish proof that she updated her email address the same day as the booking, then would he be able to do something for me? He said he would research it and before hanging up the phone, I was able to find a email that RC had confirmed she updated her profile. We exchanged information confirming that he would find resolution and call me back between 24-36 hours. That never happened.  Two weeks passed and today, reluctantly, I picked up the phone again. Was on the phone for 45 minutes with resolution. He kept saying, "only 5 rooms left." However, they are still double the cost. My $200 deposit is lost based on RC's inability to fix a communication problem on their end, and my $300 worth of gift cards are also in jeopardy. He told me in all likelihood, "Whomever calls you back at any level will not be able to offer you anything different." Also that call may not happen for a couple of weeks.  What a disgrace. 

• Review fromBrandon K

  Date: 05/25/2023

  1 star
  Paid extra for a balcony so I could have a view. They end up giving me a trash room that has a life boat in front of it so I couldn't see anything. What a joke. But they don't tell you it's a obstructed view until after you pay for and you can't get a refund. On top of that the internet I payed $300 for is garbage. I had to restart my wifi every 5 minutes of use. Those are the big things. The food is average. Some better then others. ***** services is a joke too. Didnt help at all. Probably wont use royal caribbean again because of this mess.

• Review fromKevin M

  Date: 05/23/2023

  1 star
  Booked 6 balconies for 12 family members. We are Diamond members and my parents(85 & 82 yrs old) are gold. They stated one price when I booked all 6 rooms, took ***********. 2 weeks later I get the bill and my parents room has been adjusted up to a high rate because they are not Diamond members. Stay away from Royal Caribbean International, they are all about the money and ZERO concern about customer service and integrity. **************

• Review fromFrank M

  Date: 05/19/2023

  1 star
  We had medication stolen from our room by housekeeping after we asked them to clean the dust and mold in our room. Housekeeping also reported that we had marijuana in our room that they found while cleaning. None of us are drug users, and if housekeeping properly cleaned the room before our arrival, they would have found this marijuana bag and taken care of it before we were in the room. Now we have to deal with law enforcement because we were assigned the room at the time that marijuana was discovered. My job is DOT regulated, and I am a licensed concealed firearm carrier, I do not need drama like this in my life.

• Review fromNichole M

  Date: 05/19/2023

  1 star
  We just got off a cruise that left from Port Canaveral on Independence of the Seas. Our experience was quite awful. Our room had a chair that fell apart when touched, curtains that were falling apart, mildew all over the shower, layers of dust above the closets, and my medication was stolen. The next day after we reported everything the head of housekeeping arrived and asked us if we would accept 30 percent off our next cruise and they would clean the room better. The head of housekeeping told us their employees didn't steal and they were sorry I misplaced my medicine. The second day as of 9:25 pm we were called to security. They questioned me first away from my husband in a small room and asked if my children were safe or well cared for then proceeded to accuse me of bringing marijuana on the ship because they found it up on top of the closet area (the area we asked to be cleaned because it had layers of dust that came off my backpack when we threw it up top). Then at 11pm security arrived at our room and we had to wake up our children while they searched everything for drugs. They didn't find anything but by 11:30pm i had to tuck my children in back in bed. It was the absolute worst experience and we definitely won't book with them again. The time off the ship was amazing and absolutely priceless.