Business Profile
Cruises
Royal Caribbean GroupHeadquarters
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Reviews
This profile includes reviews for Royal Caribbean Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.21/5 stars
Average of 219 Customer Reviews
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Review fromDavid H
Date: 11/20/2022
1 starDavid H
Date: 11/20/2022
Very unhappy with their customer service. They advertised Black Friday specials on their website only for the sale not to go through but charged my credit card. I've tried to call numerous times only to be on hold for over 3 1/2 hours. The phone system even said the wait would be about 30 minutes. If you look on ********* numerous people have had the same issues. And what about the hundreds of people that don't post on ******** or ******** but are having the same issues? Where is the email apologizing for what occurred and explaining how it will be resolved? Terrible customer service.Royal Caribbean Group
Date: 11/22/2022
Were sorry to hear that **************** encountered a technical difficulty when making Cruise Planner purchases online. We also extend our apologies for the long hold times that the guest experienced when calling in. Our records indicate that double charges didnt occur with this partys items. Additionally,we show that promotional discounts were applied.Review fromJani B
Date: 11/18/2022
1 starI started off thinking this cruise would be super great. I paid for the basic internet package and was truly disappointed. It seriously sucks. If this was the case I wouldn’t have gotten it. It took 10 minutes to send a message to my mom which is also on the cruise. After the five minute mark of me trying to text her I just went up to her room to tell her what I wanted to tell her through text. My cabin mate was also on the same floor as me and I didn’t get her message until 15 minutes later. I go to the VOOM desk seeking help and the best he could do was re log me into the internet which I had already done. The signal still sucks. Don’t waste your money on this. I so want a refund for this because this is complete bull. They said I could message on messenger Instagram and iPhone and guess what?! Nothing! It doesn’t work!Review fromElizabeth M
Date: 11/17/2022
1 starElizabeth M
Date: 11/17/2022
Worst experience ,first time and last time !! Got warm salad dressing on salad ,complained and made me go to *********** days in cabin ,missed two excursions !! Pick another cruiseline !!Royal Caribbean Group
Date: 11/18/2022
Were terribly sorry to hear of the disappointment ******************** is expressing regarding her voyage. We understand how much our guests look forward to and invest in their trip with us.Our goal is to provide the best overall experience and we're saddened that we didn't meet her expectations. Furthermore, we can ensure that the feedback our guests share is a valuable and essential part of our ongoing improvements. As valued guests, their perspective is extremely important and helps greatly as a method of measuring our performance. As such, her comments have been forwarded to our operational teams for internal review.Review fromDaniel M
Date: 11/12/2022
1 starMe and my girlfriend have used this cruise line frequently over the years and for the most part I have been happy. In late 2019 we took a cruise on Symphony Of The Seas and before leaving the cruise we booked a 10 day European cruise that I was really excited about however in early 2020 Covid 19 struck and the cruise was cancelled later that year. They rolled over the money into a credit which I was fine with and when cruising initially came back Royal was taking reservations from guests with no vaccine requirement and we rolled those credits into a new cruise and paid for it in full unfortunately Royal went to a requiring a vaccine which was something we didn't sign up for. We called Royal and they gave us a hard time getting our money back even to the point where I threatened to get a lawyer involved. It wasn't my fault they changed their vaccine policy well after I had paid for the cruise and on top of that they changed the itinerary of the ports. Needless to say Royal did give me my full refund and they also gave me and my girlfriend future cruise credits of 235 dollars each to come back at some point mostly because I said I would never cruise with them again. Eventually cruising came back online completely and I had a year to be less upset with Royal and we happily booked a cruise with them again which we are going on next week. When booking this cruise we were initially told by the Rep over the phone that these cruise credits of 235 dollars x2 could be utilized once the cruise was paid off in full. Well we paid the cruise off in full several weeks later only for them to tell us that they would not honor these credits. I truly enjoy cruising but I find this to be unethical at best and a little devious at worst and because of that this will be my last time using this cruise line. I can understand the rough time the industry has had but I didn't ask for the credits you gave them to me and you should honor them.Review fromTaryn P.
Date: 11/11/2022
1 starWhy is it that you have to fight to use Future cruise credit when your given a credit due to A HURRICANE/A PANDEMIC/COVID I DONT UNDERSTAND Ive been on the phone for months trying to resolve issues with my family cruise credit But Im confused as to why We have to use our FCC in Like 6wks or lose it If I hadnt Inquired I would have lost my credit I cant understand why Royal Caribbean International treats people like this is not an issue Is there any way that I can speak to someone whos willing to adjust my families cruise so that we can sail on a cruise in 2023 ASAP Its not fare that we paid to take cruises but when something goes wrong were met with no compassion although I have talk to very nice customer service but to be able to speak with anyone in upper management was un heard of an thats sad people who are home an dont wanna help RCC building billion dollars cruise ships But putting caps on people credits it sad WHY? RC doesnt have a mindset of given back without reservations Carnival does!!!!! All we want as a family is to use our FCC when we can figure out the perfect time next year without any losses Please tell me what is the big deal We had cruises 2019 was hurricane ****** 2020 a Pandemic 2021 Covid It wasnt our Fault a family of 8 people Is it too much to just make it right Instead of making things difficult and causing stress for my family all we want is to take a cruise without unnecessary feedback which can be avoided our Famiy group # is ***** we have FCCs that are intended to expire next month but we would like to use them next year for a cruise This letter Im writing will possibly have no positive response no extra feedback aside from just doing nothing to help further I do hope that it would be transferred to someone who can assist us beyond just an apology No access to nobody in corporate its just not right!!!!Sincerely Thank you may *** Bless you ************************************Review fromDarnell B
Date: 11/09/2022
1 starZero Stars!!!! I had my back pack sent to my room (which was my fault) and forgot my passport was in my back pack. Some of the check in staff said it has happened to people before. The staff that checks documentation was not helpful at all. The manager kept saying they had guys on the ship looking for my back pack. I had other family members that was on the ship that told me there wasnt anybody looking for my stuff. They had a its your problem type of attitude and the only thing they kept saying was sorry theres nothing they can do. I waited over a hour before time ran out for me and they kicked me out of the place. My mother in law finally found my back pack and gave it to security. I finally received my back pack that had my documentation in it just for them to tell me there is no one there to check me in. My wife said our luggage never came to our room, she found it somewhere else later that day. They know these cruises are not cheap and Royal Caribbean doesnt like to refund you your money. I felt like we had enough time to get my back pack to me for me to be on that ship with the rest of my family. This has been a nightmare, I will be suing.Review fromSahar W
Date: 11/08/2022
1 starSahar W
Date: 11/08/2022
ONE star IS too much for the most irritating, worst customer experience of my life. I have ***** people booking and the rep couldn't care less. She treated me like a child. She quoted TWICE the price of the online and yet she CLAIMED it was because the room was guaranteed. So for an extra $2000.00 you can guarantee you'll be beside your friends???????????????????????I don't even want to go now. Royal Caribbean, this call happened 2:40 pm EST. Surely you can find this recording. WORST call ever. Does the cruise line realize how much money they lost because they hire TERRIBLE people?Royal Caribbean Group
Date: 11/09/2022
We're terribly sorry to hear that you experienced an issue with one of our representatives. Wholly understanding that the level
to which your needs are met has a direct relation to your perception of the cruise, we regret that you encountered uncooperative or unprofessional conduct from our staff member. Our staff is expected to perform in an exemplary manner. We remain regretful for the misgivings that you associate with this interaction. Given the opportunity, we trust that we can regain your full confidence in Royal Caribbean International.Review fromGail Z
Date: 11/06/2022
5 starsIn 2022 , In April , my friends and myself were on Athem we sailed to ************ The ship was beautiful, the crew was outstanding* We definitely all felt very spoiled* Seven amazing days* Not one complaint* In 2022, June my friend and myself we sailed to ******** Only 5 days on Adventure of the seas* Sorry although the ship was clean * Its old and our room cabin shower was clogged 2 x * We loved the crew very happy with RC * This ship needs a over hall however*Next cruise planned already with RC on , Oasis of the seas for May * I do think however* The should have someone behind the C/S desk that is a ******************* to understand* Between the Mask and language differences some were difficult to communicate with * Over all definitely will cruise RC again * But looking at other ships* But we do like just leaving out of a port without flying * We live a hour from ******* ** super easy great fast port *Review fromChuck S
Date: 10/28/2022
1 starChuck S
Date: 10/28/2022
Had problems with a tour. We complained and they questioned us like it was our fault. Not sure how much they make on these tours but buyer beware any complaints on these will not be treated fairly. Tours are very expensive and the people running them can be very disrespectful. I told Royal Caribbean to give me the bad review. They said they do not take online reviews seriously.You will not be able to get your money back on a bad tour.Royal Caribbean Group
Date: 11/01/2022
We're truly sorry to hear that you encountered an issue with your tour. Kindly note that our goal is to provide the best possible shore excursions available at the port by collaborating with local vendors. Sometimes, despite our best efforts and good intentions,things do not go the way we had hoped. Nevertheless, we're saddened that your experience reflects poorly on our commitment to meeting this goal. I can assure you that the feedback you share is a valuable and essential part of our ongoing improvement efforts. As a returning guest, your perspective is extremely important and helps greatly as a method of measuring our performance.Therefore, your comments and observations have been forwarded to the appropriate operational teams for internal review. We appreciate you taking the time to share your commentary.Review fromThien V.
Date: 10/25/2022
1 starYou deserve zero stars.Royal Caribbean is a heartless, classless, worthless, POS cruise line company. My brother suffered a stroke over two months ago and the best you could offer was a 50% refund on his trip which you undoubtedly have already rebooked to others at full price. And yet, no one has responded to my first review about this matter.He is still wheelchair bound and yet has not recovered usage of his right arm and hand, all while his hospitalization and rehabilitation bills increase. Yet you only offered a 50% refund.I will never use your company for any of my own personal trips. And I hope everyone that reads this will consider spending their hard earned money elsewhere.
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