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

  14700 Caribbean Way Miramar, FL 33027-4161

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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

Review Details

• Review fromWalter L

  Date: 03/15/2023

  1 star
  Well, we were supposed to sail on April 1 st only to be told 2 weeks in advance that the cruise was CANCELED!!!! The contention is that the ship will be in the dry dock. I simply do not believe that information dawns on a shipping company 2 weeks ahead of departure!This was a Christmas present to my family and Royal Caribbean managed to CRUSH that dream.I will NEVER deal with them again!Even though they offered a discount when we book again a year from now, I will never trust this company again.We tried to book on another cruise during the same time but were told that only inferior cabins were available but at a higher price even though the cruise was 1 day less in duration!!!! One would at least expect that they would accommodate the additional cost and make it worthwhile for us. It is clear to me that this company does not care about their customers and that profits is all that is important.I recommend you do not book with them.

• Review fromNicholas K

  Date: 03/12/2023

  1 star
  BAIT AND SWITCH!!!!I booked a cruise on reservation number ******* securing a "Guaranteed ******. We had explored all available rooms at the time we made the reservation and the only rooms listed under "Suites" were "Grand Suite 1 Bedroom", "Crown Loft ******, "Owners Suite 1 Bedroom", Aquatheater 1 Bedroom", and "Star Loft", "Aquatheater 1 Bed". No where on any of the documentation or options available did it list anything about "Jr ****** or the substantially diminished amenities/perks of a "Jr ******. After booking the "Guaranteed ****** and paying in full, we came to realize that we had been downgraded to "Jr ****** which not only is little more than a balcony room but also lacked the amenities/perks of the suites we had seen advertised. We would not have paid the suite rates for this lesser situation had we realized that a downgrade "Jr ****** was even an option. It is shameful that Royal Caribbean would do a bait and switch like this. I called in this morning and spoke to customer service to give them an opportunity to rectify what I assumed was a mistake and they told me that they couldn't help me as the cruise was already paid in full. I asked them to speak to a supervisor who also told me that there was no way to guarantee a true suite as advertised unless we paid substantially more money than we had already paid. We have taken many cruises and had previously quite enjoyed Royal Caribbean. My wife has had substantial health problems which have prohibited us from cruising for the past 7 years. Over that time we have had many misfortunes and we were excited to get back into cruising, celebrate my wife's 40th birthday which occurs over our scheduled sailing, celebrate our getting back on our financial feet after losing our business due to the health issues, celebrate moving past losing the prime years to have children and start a family etc. Getting taken advantage like this is just really in poor taste.Royal Caribbean, you can do better than this!

• Review fromRefaat Y

  Date: 03/06/2023

  2 stars

  Refaat Y

  Date: 03/06/2023

  They charged me extra $83 above my invoice and sent couples texts and still no answer I feel there is some scam

  Royal Caribbean Group

  Date: 03/10/2023

  Subject: ********************* - BK# ******     
  

  Case: 367524 
  

  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  

  We regret to learn of the charges that appeared on **************** credit card after your sailing onboard the Freedom of the Seas. However, we find it necessary to provide some clarification. In review the onboard account, his account was settled for $188.85 USD, this amount includes the gratuities and some purchases while onboard the ship, and shows no additional charges, as mentioned in the customer review. Be advised that when a debit or credit card is used for onboard charges, holds may be placed on the account. Every evening onboard the ship, final transactions for each day are processed for approval to our guests financial institution. The financial institution then may place a temporary hold for that amount on the credit card used. The holds are temporary until the final charge is placed. If **************** records do not coincide with the information provided, please send a copy of your bank or credit card statement and I will gladly further research this matter. You can e-mail your statement to: **********************************************
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  

  Sincerely,
  
  Guest Experience Management

• Review fromIsabella F

  Date: 03/02/2023

  1 star
  Terrible cruise line !!! Unfair practices. No communication and they ruined a family cruise.

• Review fromMadeline Q

  Date: 02/24/2023

  1 star
  I have taken several different cruises, this is my first time booking with Royal Caribbean. This has been the worst cruise I've ever had to book a trip. Booking a room online is almost impossible. Especially when traveling with 5 other people. Switching people's names around for accommodation is only permitted once per room. Royal Caribbean is scam, there have hidden fees and rules that will immediately cost you your deposit. **************** is not looking to help you but pushes you to want to cancel the trip just so they can keep your deposit. My trip is in August and I have a feeling that my headaches are not over yet and this will be the worse vacation I've ever booked. I give this cruise line no stars even though there is one but only because BBB made me choose one. I take a vacation to feel relaxed and not mount more problems on top of the ones I already have.

• Review fromMary G.

  Date: 02/18/2023

  2 stars
  Me and my son purchased the Adventure of the Seas package. My complaint is in reference to the ***** ***** beach escape (********). Thus trip included unlimited drinks. Each section of the beach had a waiter assigned to it. Our waiter was *****. He was rude and unattentive toward me and my son. He only waited on the ones whom he deemed excessive tip worthy. With that being said, he should be held accountable for his actions.

• Review fromSteven W

  Date: 02/17/2023

  1 star
  Disgusting. We booked a cruise as part of a group in July sailing in Feb. Unfortunately, my mother was diagnosed with terminal cancer in November, so we are not able to go. We called royal to ask to simply move the reservation to a later date, since given the situation we knew we were not going to be able to go. They told us basically "your money is gone, we don't move things because covid is over, ***** to be you". We are out $500, Fine. So then this AM 2/17/2023, they called the leader of our group, threatening him to make the rest of the group pay off our balance for the cruise we arn't going on, or that they will ban them from all future cruises. WHAT!? So on top of being the primary caregiver for a terminally ill parent, not going on the cruise I looked forward to, now I have 16 angry people texting me because of a disgusting business practice, thinking they are about to be banned. I called and they officially canceled, saying they have no record of the 3 hours we spent on hold and 5 transfers trying to get it resolved the first time. To say this rubbed me the wrong way is an understatement. I'm 32, cruises are my favorite vacation. I'll probably take 20 more in my lifetime and they would have all been with royal. Now, we are a Norwegian household. I'll tell everyone I know about this. This disgusting treatment has cost you 10's of thousands of dollars. I hope it was worth it.

• Review fromEbony w

  Date: 02/17/2023

  1 star
  This is the worst cruise I have never been on as far as staff. and customer service over the phone. They treat you different because of your race and once they saw I was the only one leaving tips at the table then me and my guest was treated right. thank I did a reservation for a board credit for ******. I had all my information right except for the wrong sail date and they would not give me my credit nor will they give me my ****** points back so I have lost the money and the points. The customer service lady was very rude and kept asking me for my full credit card number after she had told me I wasn't getting my money or my points back.

• Review fromKip V.

  Date: 02/15/2023

  1 star

  Kip V.

  Date: 02/15/2023

  Cruise line allowed my Voucher to be used without any consent!

  Royal Caribbean Group

  Date: 02/17/2023

  Were sorry you encountered an issue with your voucher. We would be happy to investigate this complaint;however, the information provided is not enough to locate the reservation.If you could provide us with the ship & sail date or reservation number that relates to the credit, well be able to locate the details and research this matter.

• Review fromChristopher M

  Date: 02/12/2023

  1 star

  Christopher M

  Date: 02/12/2023

  Too all my fellow future cruise travelers, please beware of this cruise lines shady business practices. The ease of booking is great, but God forbid if you need to cancel even for death related circumstances, you will NOT get your money back. We are also business owners and do not give such lack of respect, consideration nor **** poor customer service as ********************. There practices suggest that you will be taken for a ride in more ways than one. Don't choose them, instead go with another provider. You have been warned!!

  Royal Caribbean Group

  Date: 02/16/2023

  Were terribly sorry to learn of your dissatisfaction regarding our refund policy. According to our records,you reserved your reservations with our Non-Refundable Deposit program. The terms & conditions stipulate that if a change such as cancellation is processed, reimbursement would not be possible. Out of fairness to all guests, individual exceptions cannot be honored for a refund. Intern, we show that our Resolutions team was able to assist by granting an amicable alternative for your party.