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 fromNayanka E.

  Date: 01/03/2023

  1 star

  Nayanka E.

  Date: 01/03/2023

  Absolutely horrible experience. I booked a cruise to leave from Tampa January 2nd, 2023 for my 30th birthday. Reservation number is *******, ******* E. Boarding was delayed due to fog. They kept pushing back the time with no updated boarding, so we went to the port, not wanting to miss the ship. They tell us a bus will bring us to the mall because the ship will be several hours late. The 1pm update never came. I have been in the mall for over 6 hours. The representatives have no idea if our boat will even leave tonight, they deleted grand cayman from the list and are going to only compensate $65 in on board credit for all this trouble? It's my birthday and my first cruise. I paid for 2 fares and a beverage package. I should be compensated more than $65. There is chaos here at the mall, people running around, trying to chase down buses. Its truly ludicrous. I can't believe I spent all this money to only be given $65 for on board credit and no partial refund for all this stress. It will be my first and last time booking.

  Royal Caribbean Group

  Date: 01/03/2023

  We know you were excited about getting your vacation started, and were terribly sorry for the impact the weather had on the start of your birthday celebration. As a result of our delayed departure, we will miss visiting **********, Grand ****** on Wednesday, and will have a Sea Day instead. 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 may have to modify the ships itinerary for several reasons and at any time. Please keep in mind that your safety, and that of our crew, is always our top priority. Considering the inconvenience our guests encountered, we provided a 1/2 day of the cruise fare paid, per person, as Onboard Credit. We feel this is fair and just based on the circumstances. Out of fairness to all guests that were affected, individual exceptions cannot be made. 

• Review fromSandro N.

  Date: 12/28/2022

  1 star
  I booked a cruise for 8/20/23 ID *******. My deposit was $750 for 3 passengers. For health reasons I had to cancel last month. Was told I had to pay $300, and yet still nothing on my credit card statement. I dont think I should pay anything since Im not going on this cruise and was cancelled within 10 months. What a scam. This would have been my 3rd cruise, however in the Future I will never use Royal Caribbean. Such a scam!

• Review fromDawn T.

  Date: 12/26/2022

  1 star
  Was just informed by a supervisor that Royal Caribbean is NOT responsible for any misinformation that their representatives may give! We are so fed up with all the problems leading up to our January cruise that I had to write this complaint as a first step. 1. Booked a suite on the Freedom - Sold on the perks - Told we would have a ***** contact us to set up all of our show reservations, dinners, excursions ... don't worry about a thing ... Your ***** will handle it all they said .. priority dinning, early chops lunch on departure, luggage handled ... Called multiple times when no word from our genie came ... Only to be told ... OOPS. there are no Genies on your ship and you won't be getting a call. Not acceptable ! Boarding time is late , you won't get the chops lunch and we're not responsible for our representative telling you lies! Zero Help - they suggested we purchase a KEY ... What ?? Boat is full - others traveling with us in different rooms have priority boarding ( staying in inside rooms ). -- Why on earth would we have paid for the Suite when rooms much much cheaper are receiving perks by purchasing KEYS. 2. Someone will call you back..Not true ! never do --- Escalate above supervisor to be told ( after holding 93 minutes ) someone will call you back but it will be 24-72 hours -- STILL WAITING - going on 96 hours ! Boat is full ! Some shows will be full - 3. Rep originally told us no one is allowed to sail without proof of vaccination - also untrue at the time and still today, Family traveling with us had to cancel because they believed this misinformation and later could not get a room once it was straightened out. 3. Emails to customer service and crown and anchor go unanswered - weeks ! Still no response. BEYOND BAD CUSTOMER SERVICE - ZERO ACCOUNTABILITY AND A VERY STRESSFUL EXPERIENCE. CRUISE IS LESS THAN A WEEK OUT AND ITS LOOKING LIKE WE WON'T BE HAVING THE VACATION WE PAYED FOR AND IMAGINED.

• Review fromKheyana J.

  Date: 12/13/2022

  1 star

  Kheyana J.

  Date: 12/13/2022

  I had booked a cruise in June 2022 and due canceled the trip due to family emergency I was charged almost $2500 and I was supposed to receive a refund and still til this day I still have not received a refund from your company almost been 6months Ive been receiving emails and then calling royal Caribbean and they have been so unprofessional.

  Royal Caribbean Group

  Date: 12/15/2022

  We would be happy to investigate this matter for ******************; however,the information provided is not enough to locate her reservation. If the guest can provide us with the reservation number, along with the ************* date of the cruise in question, we will be able to find the details and research this matter.

• Review fromRachel H

  Date: 12/04/2022

  1 star

  Rachel H

  Date: 12/04/2022

  I received a travel certificate for Royal Caribbean and was extremely excited to book my first cruise with my husband. We had everything booked and then unfortunately had to cancel due to Covid. We now have been trying for MONTHS with over 12 hours of wait time and little communication with Royal Caribbean in order to get this rescheduled. After one particular call my husband had with a representative, we were told the same exact trip we booked a year later was going to cost us more money instead of being covered by our travel certificate although when we cancelled our trip we were told by a different representative that there would be 0 charge for future booking. We were then told that a manager would return a call to us by the next day in order to get our trip booked and charges figured out. That was a month and half ago and we are STILL waiting for a return call. My husband has since spent more than 5 more hours waiting on hold to speak to someone in order to get this figured out! I am appalled at how this has all been handled. Unfortunately we arent able to book online because the travel certificate specifically states this trip needs to be booked over the phone. As one of our last ditch efforts, I really hope that someone will return our calls and get back to us as soon as possible considering we are trying to book the cruise for ******** We are still waiting to book this cruise

  Royal Caribbean Group

  Date: 12/06/2022

  Were sorry to hear that the guest encountered an issue when trying to redeem her credit. We would be happy to investigate the concern for ******************; however, the information provided is not enough to locate her reservation.If the guest can provide us with the reservation number or ship & sail date that coincides with the credit in question, we will be able to locate the details and research this matter.
  
  Thank you for your assistance. We await a further reply to move forward.

• Review fromJason E

  Date: 11/29/2022

  1 star

  Jason E

  Date: 11/29/2022

  I too tried to book a beverage package on Black Friday. The *** website said the transaction failed and the package did not show up on my itenerary, but my credit card was charged $1,273. After calling *** and being on hold for 1 hour, the agent said they had no record of this charge. So now I'm going through a Fraud dispute with my credit card company. Ugh. To top this off, I called again a week later to cancel another package, another 40 minutes of hold time, and the agent said the system was not allowing her to cancel and that she would file an IT ticket that might take up to 3 weeks to resolve, and then another **** business days to get my refund. She said "I should keep checking the website and calling back to see if this was successful." Whoever runs their IT and customer service functions should be fired. Oh, and the submit a comment on their website doesn't work either. Never again will I sail with ***!!!!

  Royal Caribbean Group

  Date: 12/01/2022

  Were sorry that **************** experienced a technical error when making his Cruise Planner purchase online. While we empathize with his frustration, we were unable to locate the charge in question on either of his familys bookings. As such, we determined that it was best for the guest to reach out to his financial institution to dispute the charge. We appreciate his candid feedback on the matter.

• Review fromYibo J

  Date: 11/29/2022

  1 star

  Yibo J

  Date: 11/29/2022

  To whom it may concerns,I noticed there were wrong charges on my final statement on the second day I got off the ship, the first one is the pool towel and the second one is photo book. I asked the guest service the day before about the pool towel, they told me I can leave in the room since all towel station has closed, and I did so, but I found out I was being charged for that. Second, I purchased a photo book, and they told me it is *****, and has 50% off, but they will charge me full on board and refund me once I get off the ship. But I was charged full price on that. I called customer service on the second day I get off the ship, the person told me the bill I received in email was not the final bill and I will receive another bill in 7 days, which i found out it is a lie. But I did wait for 7 days and called back, because I didnt receive the second bill and this time they said they will refund me the pool towel surcharge, and they will call me back in about 7 days and update me with my photo book, and it was another lie, I didnt receive the refund, nor the follow up. My onboard experience was great, I tipped over **** dollars to the crew members I met on board, but the post cruise customer service is terrible, and every time I call customer service it will cost me hours on waiting. Could someone reach out to me and get this solved please? Sailing date 10-22-2022 Ship: symphony of the seas

  Royal Caribbean Group

  Date: 12/01/2022

  Were sorry the guest encountered a discrepancy with the Onboard Account charges. Onboard Account statements are finalized and closed once the guest has disembarked the ship. Additionally,our records indicate that a refund for the pool towel has been requested.Processing the payment may take some time to be finalized however, were working diligently to have it completed as soon as possible. Furthermore, a communication was sent to the ship to verify the discount in question for the photo book. The details are still being researched. Our **************** representative called the guest on 11/30/2022 and left a voicemail advising were still investigating. Once we have a definitive answer, we will follow up with the guest with the response. We appreciate ****************** patience while we obtain a resolution.

• Review fromRobby R

  Date: 11/28/2022

  1 star
  I have only dealt with Royal Carribean for sales, not actual service yet. I am not looking forward to the actual cruise. Our first cruise was cancelled due to covid. After 3+ hrs of phone calls and 3 months later, we were finally provided the refund. It was a painful process that with multiple hand-off's to other people in the refund department that coincidentally could not help either. My teenage son really wants to go on a cruise. So, we re-booked and I tried booking excursions today and low and behold, the website was inaccurate for the number of spots available for CocoCay. So, now that there are no tickets to ****************, I get to explain to my teenage sons, there is nothing for us to do on Day 2 at CocoCay (other than kiddie pools or sit on the beach). How does a cruise line not divide the access into time slots or have adequate ticketing for the main attraction at CocoCay?! I keeping my fingers crossed the actual cruise service is nothing like sales, bookings and refunds....or we are going to have a miserable Christmas vacation

• Review fromLynne E

  Date: 11/24/2022

  1 star
  We canceled our Jan. 23rd, 2022 cruise because we got COVID. Royal Caribbean promised a money refund even though we used Cruise Credits to book the cruise. In October after 9 months and countless hours on hold we finally got half the refund. Still waiting for other half. There's no one to talk to. After hours on hold listening to ads they drop the call.

• Review fromBrian n

  Date: 11/21/2022

  1 star

  Brian n

  Date: 11/21/2022

  Royal Caribbean cruise from Liberty cruise port to Bahamas was the worst cruise I have been on. Although staff was excellent it is a shame that this cruise company has such poor executive control over many aspects.. 1. They did not address or respond to A request for disability accommodation including a raised toilet seat and grab bar on one side of a bed. They should have advised before sailing so I could address this personally.2. There was a loud drunk in 11520 who woke me every night at 2.30 to 3.30 am. After several complaints (including from neighbouring cruisers) only on the last night of the cruise did the noise stop. As a result I had to sleep during daylight hours.3. Did not provide a statement of account on paper or by email .4. Food service for quality of menu was a bit sketchy, not to the standard we were used to on other cruise lines. Will never cruise Royal Carribean again

  Royal Caribbean Group

  Date: 11/23/2022

  Were terribly sorry to learn of Mr. ******* disappointment regarding his cruise experience. We understand how much our guests look forward to and invest in their trip with us. As you can imagine, its disheartening to hear that our valued guest was dissatisfied with several aspects of their cruise. Our goal is to provide the best overall experience and we're saddened that we didn't meet his expectations. Sometimes, despite our best efforts and good intentions, things do not go the way we had hoped. Nevertheless, were sorry for the inconvenience he encountered. Please be advised that the guests Onboard Account statement has been emailed to him directly as of today. Should *************** wish to discuss these matters further, he can call our office at **************. Our representatives will be glad to review and assist.
  
  Additionally, we can assure you that the feedback he shared is a valuable and essential part of our ongoing improvement efforts. His perspective is extremely important and helps greatly as a method of measuring our performance. Therefore, his comments have been properly documented and forwarded to our operational teams for internal review.