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

  815 Channelside Dr Tampa, FL 33602-4200

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  Royal Caribbean Group

  1007 North American Way Miami, FL 33132

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  Royal Caribbean Group

  14700 Caribbean Way Miramar, FL 33027-4161

Review Details

• Review fromMichael W

  Date: 10/24/2022

  1 star

  Michael W

  Date: 10/24/2022

  Soooo idk what's been going on with Royale. Our last cruise we had about 4 or 6 hiccups on the cruise which we did finally get addressed after people on board would not address it. Now we have a cruise in January on adventure. We'll final payment date is 10/25/22 which we'd paid our down and paid some on the cruise fair. Well plan was to pay the remainder on that date. Issue my wifes employment shorted her and they admitted they did and of course it would take a check to be fixed. So explaining to royal get told ok well you can put in for extension day before but its not garunteed. The worry of this i went from the room we got and lowered all the way down to a interior room well do the extension i literally need a week thats it they give me a day. I guess loyalty only counts if it makes u wow factor their brand. So we lowered rooms and lost obc because of this the hole loyal to royal seems to go in reverse the more cruises you do with them.So the first experience was on liberty back in May with food that was not cooked how my wife wanted it. Dirty sheets on first day. Issues that staff would not address. I guess it all depends if you have that pinnacle badge for if everything is perfect for u cause then uve spent a life savings on cruises.

  Royal Caribbean Group

  Date: 10/27/2022

  We're terribly sorry to hear that this party encountered some issues with their first voyage in May. It's also disheartening to learn of their disappointment with our customer service. Our goal to supply exceptional service and cruise vacation. As you can imagine, we're saddened that this was not their experience. Please note that we greatly appreciate all our guests equally and do our best to assist with their concerns. According to our records, the complaints brought forth by the guest have been addressed by our corporate office. Considering the difficulties mentioned by the guest, we provided them with Future Cruise Credits for the inconvenience. Additionally, as a courtesy, a one-time exception was made to extend the final payment date on their January cruise due to their circumstances. Furthermore, we show that ************** was recently in contact with our **************** regarding this matter and it was thoroughly reviewed for him. Nevertheless, his candid feedback is a valuable and essential part of our ongoing improvements. That being said, his comments have been documented for the appropriate operational teams. 

• Review fromwilerson v

  Date: 10/21/2022

  1 star
  Dear Royal Caribbean Customer Service.I, my wife, and my son took the cruise on the Explorer of the Seas, departing on 09/25/2022, reservation **************** requested the return of the tips during the cruise, as I prefer to deliver them personally to the staff. The reception attendant (Mr. ********** a ********* staff) informed me that such reimbursement would take place within 10 business days in a total amount of 288USD. I also asked for a document to prove that the gratitude was canceled, but I was informed that there was no possibility of giving me that document.However, after that period, the amount was not reversed in my bank account. When contacting you (Royal Caribbean in ******), I was informed that the requisition was not processed during the cruise. (That is not true).It should be noted that this information was not provided by the attendant mentioned above and that this procedure has already been done on another cruise taken with Royal Caribbean in 2019.I am waiting for a quick return and refund of the amount once I have already paid the staff.Yours sincerely,Wlerson Calil

• Review fromSierra

  Date: 10/21/2022

  1 star

  Sierra

  Date: 10/21/2022

  On August 6th-11th 2022 me and my mom took our first cruise with Royal Caribbean “The Enchantment of the Sea”. The dining staff and the staff at the bar were wonderful. They would be the only reason why I ever go back. The rest of my trip was displeasing. The ship was outdated, and some amenities in my cabin was not working right or at all. A piece from inside the shower keep breaking out. I got scalded three times in the shower. The sink water was always brown until a couple of minutes of running. I always wanted to cruise with Royal Caribbean because my peers always said they had a great time. Now when I get the opportunity I’m not impressed, especially with all the money we spent. What really made furious was how my disabled mother was treated. My mother is unable to walk long distances because of two bad hips and lordosis of her spine. We rented a scooter for her convenience to get around the ship and on/ off the ship to explore Bermuda and Zoo and Aquarium excursion we purchased. We inquired several times before our trip with Customer Service and with The Scooter company if we can take the scooter on and off the ship anytime we wanted before purchasing the scooter and was told to us it would be Ok. Once we got on the ship. I went to the Excursion Department to asked “Is there going to be someone to help with her scooter on the excursion?” and they said we can’t take the scooter on the Excursion, but at this point I’m confused because I already asked this question with Customer Service. I was told someone would help. So, then I went to Customer Relations to inquire about, what’s the procedure on taking the scooter off the boat, and they said we can’t take the scooter passed the bottom deck. I was furious at this point because we were told we could take the scooter off the ship that was one of the reasons why we rented the scooter in the first place. We already purchased an excursion before the cruise, her scooter would be needed. (To Be Continue.......)

  Sierra

  Date: 01/23/2023

  Customer Relations was not helpful and at times was rude and didnt have any sympathy about the issue. My poor mother had to struggle down that long pier in 89-degree heat to make it to our excursion on time because we didnt want to lose our money. Before we got to our Excursion, I noticed several passengers we were sailing with had their scooters off the boat. By this time, we were too far from the ship for me to go back. Even the excursion staff said we could have brought her scooter. They have a space in the back of the boat for wheelchairs and scooters. When we got to the Zoo/Aquarium the staff there felt bad for us and gave us the only wheelchair they had, which was worn down the wheels were buckled. It was definitely a struggle to push my mom through Zoo and Aquarium in heat. We couldnt even enjoy our excursion because of it.When we got back home, I sent three certified letters to the *** of Royal Caribbean Group ******************, CFO of Royal Caribbean Group *************************, and *** of Royal Caribbean International ***************************. Explaining to them how poorly we were treated on our cruise. Guess what no response from none of them for a month after our cruise. I contacted **************** to follow up, and all they wanted to do is refund the scooter, and not address the matter. One representative tried to explain the reason why we couldnt take my mothers scooter the ship because the cruise staff was following a policy the scooter company had in place. I personal contacted the scooter company again, and a representative sent me an email confirming it is not in their policy that customers cannot take the scooter the ship. I really need someone to address this matter.

• Review fromGeorgy G

  Date: 10/20/2022

  1 star
  I had reserved a cruise on July 11 2022 reservation @ ******* from San ******************* to ******** ******, on Royal Caribbean cruise. Departure time 5:30 pm My family (my wife and two kids 18,12 ages) prepared our self to go to the pier. On the pier at 10:30 am the lady came and checked our documents.All documents were correct. Including tests (negative) for all of us.The lady asked us about an email from Vax accommodation team. We sent the required papers to Vax accommodation team 30 days before the trip. Unfortunately the email address was wrong. but no notes from their office saying that didn't receive documents. When we arrived to the pier with all correct documents including the papers and the email which we sent to Vax accommodation team. The lady there said the email address is wrong, she took us out of the line under the burning sun and said give me the the kids **, I will do my best. She took the ** inside for 15 minutes and came back gave it to us without saying anything.At 2:00 pm one of the pier employees asked us, do you need help? We gave her the reservation number (*******), the employee went inside and came back telling us the lady declined the cruise. I never imagined the conversation of my kids and my wife. It was a horrible day in our life. I tried to save my family and get them out of the situation, at that moment I went through internet and reserved package with a flight at 4:55 pm same day to ****** which cost me more than $600.00 to save myself and my family out of that situation.On Friday July 22 at 1:15 I called Royal Caribbean to compensate me. They said we dont do that.First name: ***************************

• Review fromTerra R

  Date: 10/12/2022

  1 star
  If I could give 0 stars I would. This is the WORST cruise line I have ever booked with. Royal Caribbean Cruise Line has TERRIBLE customer service, I viewed them as one of the more professional & Luxury cruise lines but this is the WORST service I have ever received. I have spent hours on hold, sent multiple emails, and talked to multiple managers with NO improvement in service. My group spent over 14K and we can not even get our assigned group agent to call or email us back. She is EXTREMELY unprofessional and so is this company. This will be my FIRST and LAST RC cruise. I wish that I had just booked with Carnival.

• Review fromCindy R

  Date: 10/10/2022

  1 star
  Our family booked a seven day cruise on the Quantum of the Seas for August 29-September 5th. This trip was to celebrate two special occasions for our family. *************** and higher status on Royal Caribbean and we have never experienced such a horrific vacation. We had four balcony cabins on deck nine. There are several complaints that I would like to discuss. We had a fire onboard the ship while we were at dinner. The restaurant staff left us in the dining room and we were unaware of what was happening. The cruise line cancelled the glacier sighting from 5am-8 am.. This one one of the reason's we booked the balcony cabins. Another one of our side trips had to be canceled (Victoria ******** as there was not enough time between the docking, bus ride and touring the gardens. We purchased wifi for the whole week and it did not work for the entire vacation. One of the days at port at Sitka were were off the ship from 8:30am -3:00pm. . The entire ship was unable to get any food except for the pizza place at the promenade. There were hundreds of people in line which was absolutely ridiculous. They were unable to help all of the passengers. The booking numbers for all four cabins are as follows: *******, 3607202,3604550 and *******. We have tried to go through the proper channels with Royal Caribbean. We made four calls to them directly and spoke to different people each time. I spoke to *** once (she was assigned to the case) ext #***** and she is never there and always unavailable. We also had to stay on hold for each call at least forty five minutes or more. We are very disappointed on the way Royal Caribbean handled our "once in a life time vacation". We would not be so quick to book this cruise line ever again. Please contact me as soon as possible at my at . We look forward to a quick response. Thank you!

• Review fromHector P

  Date: 10/10/2022

  1 star

  Hector P

  Date: 10/10/2022

  I have been trying to get back $1500 from a cancel trip due to Covid-19. No response from royal caribean. I have call their customer support center and after hours of waiting the try to transfer me to another group the call drop with no call back. I am tired of this situation real bad customer service

  Royal Caribbean Group

  Date: 10/11/2022

  Subject: ***************************   
  
  
  
  Respond to Customer Review # ******
  
  
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  
  
  In order to be able to assist you, please provide the reservation number, ship,sail date and the full names. Once we have these information, we will review your request.
  
  
  
  Thank you in advance for your help and cooperation in this matter.

  
  

  Sincerely,
  
  
  
  Guest Experience Management

• Review fromJackie C

  Date: 10/01/2022

  1 star
  Booked a cruise on vision of the Seas for our 30th anniversary February 2022 but was cancelled due to covid. We were given the choice of full refund or rebooking with extra added. Of course we rebooked and upgraded our room for January 2023. This vacation was paid in Full at the time of booking in 2021 and we were charged twice for taxes on a cruise we haven't even taken yet, taxes originally and again at rebooking because they said taxes could not be paid with the cruise credit!!! NOW, they have sent me an email saying there is a balance of $2200 and if not paid the cruise will be cancelled. I have sent multiple emails and only received a generic email saying they are busy and will get back to me. I have also received emails stating that I have cruise credits in the amount that is WAY more than we should. For the cherry on top...we rebooked this cruise out of ************ so we could drive and the Royal Caribbean app first stated our cruise was leaving from Barcelona but now has changed to *************** neither one correct but try to get through by phone is impossible and they don't answer emails!!! I don't know what is going on with this company we usually cruise with Princess with no issues, but decided to give Royal Caribbean a try WHAT A HUGE MISTAKE

• Review fromFelicia S

  Date: 10/01/2022

  1 star

  Felicia S

  Date: 10/01/2022

  We booked a family cruise for March of 2019. Our cruise was cancelled. I have spent countless hours on the phone with customer service, all who tell me different things. Ive sent emails and messages. We still have not received our refund. Its over $2,000. Is there any legal action we can take? Its been 3 years.

  Royal Caribbean Group

  Date: 10/03/2022

  Subject: *************************      

  
  

  Case: ******
  
  
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  
  
  To be able to assist you, please provide the reservation number, ship, sail date and the full names. Once we have this information, we will review your request.
  
  
  
  Thank you for bringing this matter to our attention.

  
  

  Sincerely,

  
  

  Guest Experience Management

  Royal Caribbean Group

  Date: 10/04/2022

  Subject: *************************      

  
  

  Case: ******
  
  
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  
  
  To be able to assist you, please provide the reservation number, ship, sail date and the full names. Once we have this information, we will review your request.
  
  
  
  Thank you for bringing this matter to our attention.
  
  
  
  Sincerely,
  
  
  
  Guest Experience Management

• Review fromGordon M.

  Date: 09/26/2022

  2 stars

  Gordon M.

  Date: 09/26/2022

  My wife, daughter and I recently returned from an ******* Glacier Cruise for the dates ***** September 2022.Our booking numbers are ****** and *******. On August 3, 2022, I received an email stating the itinerary had changed due to speed limitations caused by issues with one of the ship's engines, and maintenance scheduled for another engine. Consequently, a $100 ******* credit was provided. After reaching ******, ******, it became clear that the cruise was no longer a Glacier cruise at all and the ship had no plans to sail past any glacier, which was one of our primary interests. I was dissatisfied that the change in itinerary so significantly impacted the experience of visiting ******, and I spoke to *************************, a ***** Services Officer ******* the Quantum of the Seas. **************** told me verbally that I could have received a full refund, or rebooking. I later found on the cruisehive.com website that ****************************************, Assistant Vice President for ***** Experience, had sent an email on 4 July 2022 to guests booked on August cruises stating the following:To help make up for these changes, weve increased the compensation offered. Youll now receive one full day of your cruise fare paid, per person as an Onboard Credit. These credits can be used anywhere *******. And if at the end of the cruise you have a remaining amount left over, it will be refunded to your card on file. *****s who are unhappy with the compensation offered or want to go to ******** *********** Glacier but with a different company or ship can avail of a full refund of any paid portion of the cruise. I was not afforded the option to obtain a refund or rebooking, nor a credit of one full day of cruise fare. I therefore request additional compensation for the change of itinerary and the time spent on hold trying to contact Post-Cruise ***************** After 3 attempts, ***** said RCCL mgmt was not offering add'l compensation and there was no 4 July communication from **********************.

  Royal Caribbean Group

  Date: 10/01/2022

  Subject: ***************************
  
  
  
  Case: ****** / BK#******* - *******
  
  
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  
  
  We realize that itinerary changes can be disappointing for our guests, and we do not take these decisions lightly.There will be moments where 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. Additionally, the form or amount of compensation being offered if any would be at Royal Caribbean Groups discretion, in this case our records indicated that the onboard credit was posted to the guest onboard account as mentioned in the letter distribute to all out guest. Below you will see a copy of the letter with the compensation offered. As such, we must respectfully decline the requested resolution in order to remain fair to all impacted guests.

  
  

  ITINERARY MODIFICATION QUANTUM OF THE **** 09/12/22
  
  
  
  GUEST EMAIL
  
  SL: Quantum of the Seas: an update to your itinerary
  
  
  
  Dear Guest,
  
  
  
  Due to speed limitations caused by a technical issue with one of the ships engines, weve replaced our visit to *******, ****** and ******** Arm & ***** Glacier. Instead, well visit *********, spend more time in ******, and well visit ***** a day later.
  
  
  
  Your safety, and that of our crew, is always our top priority. Our ship has four engines, but one requires some repair and theres a delay in receiving the parts needed. Additionally, another engine is scheduled for routine maintenance soon, which means well have to reduce our overall speed. Our ships can safely sail in these kinds of situations at reduced speeds,and while were working to expedite the repair process, the global supply chain issues that were all experiencing are complicating this situation.
  
  
  
  The decision to modify our itinerary wasnt taken lightly.Weve done everything possible to minimize the impact to your time with us, and were terribly sorry for the inconvenience. To help make up for these changes,were providing you with an onboard credit:

  
  

  $75 USD for Interior and Ocean View staterooms
  
  $100 USD for Balcony staterooms
  
  $200 USD for Suites
  
  
  
  Your credits will be available for you once onboard and can be used anywhere on the ship. If you have a remaining amount left over at the end of the cruise, it will be refunded to your card on file.
  
  
  
  Nevertheless,were excited to take you to a new port, and we know youll have an excellent time! Below, please find our revised Quantum of the Seas September 12th, 2022 itinerary.
  
  
  
  Day  Port of Call                           Arrive                     Depart

  
  

  Mon    *******, **********          4:00 PM
  
  Tue     Cruising
  
  Wed    *********, ******              7:00 AM               4:00 PM
  
  Thu     *****, ******                      8:00 AM               4:00 PM
  
  Fri      ******, ******                   7:30 AM               3:00 PM
  
  Sat    Cruising
  
  Sun   ********, ****************    5:00 PM              10:00 PM
  
  Mon  *******, **********             7:00 AM
  
  
  
  ********* is your gateway to the wild landscapes and seascapes of ***********************************. Home to three tribes of the Northwest Coast Indians, its a great place to get a taste for the local culture. Check out its colorful, hand carved totems that line the citys streets and park, and in the stilted homes that cling to Deep Mountains slopes. In ******, take your pick of activities ranging from whale watching in ******** Passage to setting out on a dog-sledding expedition with the ******* Huskies. Located just 12 miles from town, the ********** Glacier is ready for you to explore its beauty and majesty. Be sure to take some time and enjoy this amazing natural wonder while in ******. Whatever you decide to do, these destinations have endless opportunities for any adventure seeker!
  
  
  
  Our Shore Excursions team will automatically reschedule any pre-paid Royal Caribbean International shore excursions booked for ***** and ****** affected by this change. In the meantime, feel free to browse all the exciting shore excursion options for your sailing in Cruise Planner to level-up your vacation.
  
  
  
  Thanks for your understanding. We cant wait to welcome you onboard Quantum of the Seas!
  
  
  
  Sincerely,
  
  
  
  ****************************************
  
  AVP | Guest Experience
  
  Royal Caribbean International

  
  

  ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  
  

  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  
  
  Sincerely,
  
  
  
  Guest Experience Management