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 has 6 locations, listed below.

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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

  815 Channelside Dr Tampa, FL 33602-4200

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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 fromTiffany W

  Date: 05/19/2023

  1 star
  What an embarrassment as a company. We are Diamond members. One of the worst cruises we have ever been on. They held my father in law captive for over 3 hours while we had a private cabana at Coco Cay. (Where was he going to go, its a private island?) We have called customer service multiple times and get no where. Not even an apology. The room service was a disgrace. Your customer service people are rude. This has all been a waste of time. We have one booked for March of next year. I will be cancelling. I want no part of Royal Caribbean. I have been treated better at ********* let alone this so called business.

• Review fromJoel D

  Date: 05/08/2023

  1 star
  Being an end user of their unlimited dining and entertainment has been extremely frustrating. It's constant price fluctuations and entertainment availability, but we're not able to successfully get the lower advised l advertised prices or the event availability. We only get errors. We're advised to call, which ********* of the same script.

• Review fromJasmine h

  Date: 05/07/2023

  1 star
  I was in the casino on cruise ship , i did pick up a phone under intention it was my fianc phone because we were playing games in the same area. once i realized it was not his phone i put the phone down in a different area and continued to enjoy the trip. the next day at 7am. I was falsely accused of stealing a cell phone on cruise ship , the security officer was recording me on cam without my knowledge , but informed me camera was on after i was already being recorded without out consent . he stated that i stole the phone and he knows i have it , i gave the security ******************* to search me and the room, he told me he was not here for that ,he refused to search , the security officer also stated that he knows i have the phone, that i was lien . the officer then stated he had police waiting on me on the deck. the security officer leaves ,then the security officer then calls on the room phone demanding i give the phone and im making things complicated, he ask me again to hand over the phone, i stated i do not have it and tried to explain what happened, he then called me a liar and hung the phone up . the security officer harassed me over three times about a phone i did not have . i was at guest services and i was approached by security officer again he harrassed me again , while i was trying to pay my fees to leave ship , the officer then escourted me to the casino to show where i put the phone donwn , I was detained for 2 hours and questioned by police ,read my rights , they searched my things, my fianc, and me. I was harassed and embarrassed in front of many people. the police officer ask the security guard did they give permission to search items and room , the security officer stated yes. the police did not have to get involved. i was embarrassed to have to walk with police, being accused and harrassed over a phone that i did not steal. them searching me and my things made me feel violated. i cooperated with incident from the start.

• Review fromGregory H

  Date: 05/04/2023

  2 stars

  Gregory H

  Date: 05/04/2023

  My family schedule a cruise that included Skagway, AL. They knew of the problem of their bigger ship getting into the narrow passage to Skagway, due to a rock slide. They tell us now a couple of months before shipping out. My family witch include 30 passengers were going to Skagway to visit our son that we haven't seen for awhile. We asked to change to another ship that could fit through the passway. We told them about the family issue, they just ignored us and said it was company policy. Their customer service with this company is non extant. All they want is the money, customers be ******.

  Royal Caribbean Group

  Date: 05/23/2023

  We are sorry to hear of your disappointment regarding the change of your sailings itinerary. We would be happy to investigate this matter for you; however,the information provided is not enough to locate the reservation. As such, we kindly ask that you provide ** with the booking number, along with the ************* date of the cruise in question to properly review this matter. 

• Review fromAmanda L

  Date: 04/24/2023

  1 star

  Amanda L

  Date: 04/24/2023

  This company wrongly took $500 from our family and cancelled our booking. We placed our deposits of $500 and waited for the next email to start affirm. They never emailed me after first day receipt. When I called and asked why when we looked in it said it was canceled. We were supposed to pay it in full 2 days after the deposit and claimed they sent 3 emails after. I have no such record in junk, inbox or spam. Then at bottom of receipt it say 75% return of deposit if canceled 45 days prior to departure. They told me they never return a deposit.

  Royal Caribbean Group

  Date: 05/04/2023

  We're sorry to learn that you encountered an issue with your booking. We would be happy to investigate this matter for you **********; however,the information provided is not enough to locate the reservation. If you can provide us with the reservation number, along with the ************* date of the cruise in question, we will be able to locate the details and research this matter further.

• Review fromChristine M

  Date: 04/20/2023

  1 star

  Christine M

  Date: 04/20/2023

  After our cruise being cancelled 1.5 weeks before we were supposed to be leaving, we are still (over 1 month later) waiting for our full refund. We have called 5 times and have spent countless hours on the phone. Despite the refund and 1/2 off next cruise, we will NEVER cruise with RC again. Absolutely horrible management and customer service.

  Royal Caribbean Group

  Date: 04/28/2023

  We're terribly sorry to learn that you haven't received your refund. We would be happy to investigate this matter for you; however,the information provided is not enough to locate your reservation. If you can provide us with the reservation number, along with the ************* 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 a further reply.

• Review fromRobert T

  Date: 04/20/2023

  1 star
  We had 3 cruises booked back to back with this company in Asia for ****. We paid all the required deposits. Now They say they oversold the cruise and we dont have a room for us on the second and third cruise, completely ruining our plans. Our attempts with their so called **************** people have been terrible

• Review fromEva R

  Date: 04/19/2023

  1 star

  Eva R

  Date: 04/19/2023

  I took a cruise that supposed to go to *******, my sister , two friends and myself. We took a flight from *** to ***************, they never send an email saying that they was going to change the route and they did it after everyone was stuck in the ship. From a cruise to ******* with 2 stops we end up only a few hrs in *******, *****. Food was horrible, many of the spoons, cups where dirty at the buffet, broken plates, eggs in the breakfast non cook. The customer service horrible, no one had any idea or information to share at the ship, last minute notice about flights cancelled at the airport and many people ended spending more money staying in hotels without any compensation from this company. This was my first time doing a cruise and it was the worse experience ever they practically force us to spend our money going into a place we didn't plan. I need someone to help me with this matter.

  Royal Caribbean Group

  Date: 04/28/2023

  We're terribly sorry to learn that you had such a dissatisfying experience on your first cruise vacation. We realize that itinerary changes 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 *** have to modify the ships itinerary for several reasons and at any time without prior notice. In this instance, inclement weather impacted this voyage, and our top priority is the safety of our guests and crew. We show that an email communication was sent to all guests on April 9, 2023, for this modification. We're also saddened that you were displeased with the onboard services. Upon review of the reservation, we show that these matters were not addressed with the ***** Services Desk. To properly evaluate and action your concern, we need to be made aware of the problem. Our staff is fully empowered to rectify any issue that *** arise for our guests. Nevertheless, it's disheartening that our valued guest didn't enjoy their vacation. 

  
  Furthermore,I can assure you that the feedback you shared is a valuable and essential part of our ongoing improvement endeavors. Your perspective is extremely important and helps immensely as a method of measuring our performance. Therefore, your comments and observations have been carefully documented and forwarded to our operational teams for internal review.

• Review fromJenine T

  Date: 03/31/2023

  1 star
  First, after weeks of emailing the 'special needs' department about my dietary restrictions--very serious for my health, the boat had NONE of this information and clearly did not have the skill set or knowledge base to even know the difference between a grain and a nut and the chef didn't remember that tofu is soy. I gave them written lists of what they could use and what to substitute and even offered recipes I had on my computer but they couldn't adapt or expected me to eat the same thing every night. The chlorine levels on the boat were so bad that even the crew told us they have to wash their hair in PLASTIC bottled water--so much for their 'save the waves'. All the public bathrooms and even my shower and cooler unit smelled badly of mold. Almost every encounter with staff or crew was chaotic, they didn't follow through or it seemed like it was their first day. They were running around like chickens with their heads cut off in the dining room and others also either didn't get their meal or their coffee or even their breakfast and complained of the clear reduction in food quality--and these were frequent cruisers. Clear attempts to cut corners on food quality. I got sick of course, on the boat with migraines and when I got home. When I emailed to ask how the major mistake just from the special needs department happened, they just passed the buck to email others who never replied. When I finally called and sat on hold, after telling them how I will never cruise again thanks to the environmental and health impacts, let alone the over crowded, loud, amateurish and just yuck experience, they came back with their 'best' offer of 15% off the NEXT cruise. That's what you get when they harm your health! I paid DOUBLE as a solo cruiser too.

• Review fromRosaly M

  Date: 03/29/2023

  1 star
  We received an email 3 months before the departure time that to enter ******** you need a passport. We called customer service multiple times to clarify the email and they stated that you only need your original birth certificate and ID to sail but in order to get off in Columbia, their customs will need a passport, if you dont wish to enter Columbia that you can stay in the boat. We immediately still applied for all 5 passports. They all came in but my husband had issues getting his. We called again and told chismee service and they stated again the same story , fine.. We also called about our friends daughter that was 8 months old and they said since shes under a year, she doesnt need a passport , fine.. thats great, we drive hours to ***** to be denied sailing. Royal pretty much tells you one thing and customs tells you other. How is this even possible ? How do you run a business without knowing all the facts and lie to your clients to collect their hard earned money and then act like theres nothing they cant do. No one has around just 5k to spend on a trip that took us 2 years for a family vacation to save. They stole our money and our kids vacation by giving us wrong information and then they are not responsible for what they did to us. I dont even want to see the word Royal! Its a scam for this company to collect their money and take no responsibility for their actions! We were deceived, Im requesting all calls that were recorded where multiple times we were told the wrong information and should take responsibility if we are going by what they are telling us!