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Royal Caribbean GroupHeadquarters
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This profile includes reviews for Royal Caribbean Group's headquarters and its corporate-owned locations. To view all corporate locations, see
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Average of 220 Customer Reviews
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Review fromAmber W
Date: 09/26/2022
1 starAmber W
Date: 09/26/2022
We were supposed to be on a cruise with Royal Caribbean today. My 3 children and I had planned and booked a cruise during their fall break, which was also a week I had off from work since I work at their school. I am a single Mom and saving up and going on a vacation is a big deal for me. We hadnt been able to for 5 years. I book a room for the 4 of us, then we had friends going too. So my son transferred to stay with his best friend in a room adjoining theirs. When their family had to cancel due to a member receiving a Covid-19 positive result the day before the cruise, they cancelled my son and told us he could not be transferred back to our room since the manifest was sent. The rules state for taking a test within 3 days of the cruise. The man who tested positive on their reservation waited until the day before to ensure his results were the most recent, as he had been feeling like he had a cold earlier in the week. Had he known that letting Royal Caribbean know the day before would result in all of us having to cancel our trips he would have taken it sooner so we could have modified the trip. We were not told this, and RC insinuates we have up until the last day to take the tests. We had to turn around, drive back home with our suit cases full of new things I could barely afford to buy for my kids so that they could enjoy a vacation no one cared enough to look outside of the box for and help us figure out an option to just add 1 person to our room (who was already supposed to go on the cruise). We will not be vacationing with this company again. And with a huge family, none of them or their extended families will either. We are all appalled at the lack of consideration or common sense displayed by RC yesterday. Ultimately they stopped trying to help us when they found out we had spoken to several people desperately for help. This is unacceptable and I felt very undervalued by every customer service agent we spoke to.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.
Were sorry to learn that this party were not able to sail due to one of the guests tested positive for Covid-19. In accordance with CDC directives, all guests must present a negative COVID-19 viral test taken no more than 2 days before their embarkation day. If the test comes back positive for Covid-19, regretfully, we must denied boarding to all guests traveling together. This Healthy Protocols are in place for the safe of our guests and crew.In this case Royal Caribbean International has issued a total refund of the cruise fare for the guest and traveling party.Please allow up to two billing cycles for this refund to reflect on your statement. Again, we are very sorry for the inconvenience this have cause you and your family.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience ManagementReview fromMahmut P
Date: 09/19/2022
1 starMahmut P
Date: 09/19/2022
On September 02 we had a reservation. Many times requirements are changing and sometimes it takes time to reflect on the official website. For that reason August 27, 2022 we contacted Royal Caribbean official ******* and we asked you whether the Covid-19 requirement changed and were accepting the Covid-19 home test or not. The Royal Caribbean was replied and said that yes we are accepting the Covid-19 test with proper surveillance on the message specificly we wrote our Cruise time as September 02, 2022. I did a Covid-19 test and properly recorded the process. We collected all the documents and recorded video for the Covid-19 home test for my son. But when we went to cruise the officer didn't accept the test result for my son. We showed him the official reply from Royal Caribbean but still he didn't accept. Obviously Royal Caribbean tricked us. My wife and my son were very disappointed. On top of that Royal Caribbean got my money as penalty. The Royal Caribbean tricked us, ruined our plan and vacation and got our money. The Royal Caribbean officially misled us and took our vacation and money. Horrible business.Royal Caribbean Group
Date: 09/21/2022
We are truly sorry to hear that this party was unable to sail with us due to not having the needed testing documentation. When a guest books a cruise, they are agreeing to abide by the Cruise Ticket Contract.In section 4 of our Cruise Ticket Contract it states that guests will comply with all COVID-19 policies and procedures and any non-compliance will be grounds for refusal to board the vessel. It also specifies that under these circumstances passengers are not entitled to a refund or compensation of any kind. Our records do not show that this party was misadvised regarding testing requirements. As such, we are unable to provide this party with reimbursement. The *** is available to review here:
*****************************************************************************************Review fromA K
Date: 09/17/2022
1 starA K
Date: 09/17/2022
They cancelled our reservation with no notice, receiving an email that confirmed cancellation due to no final payment made. We did not receive a final payment invoice. When I asked why we didnt receive notice before it was cancelled they said they are understaffed and the cancellation policy was on the initial documents which was in the fine print but not discussed with Royal Caribbean agent upon booking or else we would have taken note. They told me we had to pay the 75% cancellation fee due to their error which comes out to thousands of dollars as this was a huge trip for us and our family with our kids. This is extremely slimy and terrible business practice. We wont be ever traveling with them and will be sharing this with others.Royal Caribbean Group
Date: 09/19/2022
We're sorry to hear that the guest encountered an issue with her reservations. According to our records, ****************** spoke to our Resolutions Team on 9/17/2022 and we reinstated the reservations in question. Therefore, we've provided the guest with an amicable resolution to her concern.Review fromT. S.
Date: 09/09/2022
1 starT. S.
Date: 09/09/2022
After receiving my luggage, I noticed my personal baggage tag on the outside of suitcase and an electric razor inside my luggage were removed. No explanation was given. When I inquired about missing items, was given a run around about the razor from being a prohibited item to it not being a prohibited item. The "security" team claimed they did research for such items but was not able to find them. The cruise was for 10 days, and 8 of those days was wasted dealing with Royal Caribbean staff regarding this issue. The worst part was being held against my own will when trying to depart the ship for several excursions because "security" insisted on speaking with me about my claim. In one instance, they held me from leaving the ship with family and friends causing embarrassment so they can tell me that they filed the wrong paperwork and would need to refile the paperwork causing time away from my vacation. For my first cruise, it was a disappointment.Royal Caribbean Group
Date: 09/13/2022
Were truly sorry for the loss of your property and how this event impacted your vacation. Royal Caribbeans highest priority is to ensure the safety and security of all guests. In order to maintain an effective and meaningful security environment and to comply with international and national security laws, regulations, and guidelines, Royal Caribbean International has established strict security procedures in the seaport terminals we utilize and onboard all our vessels. These measures include screening all guests and their personal property prior to boarding and may remove prohibited items outside of the guests presence. These details are made available via the cruise documents and on our Cruise Ticket Contract. Nevertheless, we extend our apologies for the difficulties you encountered. Additionally, we show that the onboard staff did their due diligence to locate your item but were unfortunately unsuccessful. In turn, we granted an Onboard Credit as a goodwill gesture for the loss.T. S.
Date: 09/14/2022
Unfortunately, the onboard credit ($100) was not for the missing items; it was explained to me for the disservice and misinformation I received from the security team for being held from my excursions. I was also told by staff in guest relations onboard that my ****** would be replaced and I believe I have filed the appropriate paperwork and have since sent a letter regarding this to RC Cruise lines (Risk Management Department) with the given report. As I mentioned earlier, for my first cruise, this was a disappointment.Review fromMark B
Date: 09/01/2022
1 starMark B
Date: 09/01/2022
I was wrongfully charged a cancellation fee because I am forced to show my status of being vaccinated or not when I booked this cruise originally it was before Covid so the stipulations didnt exist and now Im being charged a cancellation fee I would never book with Royal Caribbean ever againRoyal Caribbean Group
Date: 09/08/2022
We are working closely with governments and leading health authorities worldwide to determine what the appropriate steps are to ensure we can return to service in a safe and healthy manner. Health protocols and requirements to sail are continuously changing, which is why when a reservation is booked online there is a section at the bottom of every page titled Important Travel Notice that advises that health and safety protocols, guest conduct rules, and regional travel restrictions vary by ship and destination, and are subject to change without notice. When completing the reservation, all guests also acknowledge that they agree to the Cruise Ticket Contract. In section 4 of our Cruise Ticket Contract (***) it states that Carriers COVID-19 Policies and Procedures are subject to guidance and directives of established health authorities in the U.S. and other destinations where the Vessel visits, including the *** and other international, national, and local health agencies when the Vessel is within those agencies jurisdiction. Passenger acknowledges that these directives may change from time to time and that Carriers COVID-19 Policies and Procedures may therefore change. If a guest wishes to cancel as they no longer agree to these terms if vaccinations will be required once our health protocols and requirements are finalized, it would be under the normal cancellation penalty that they agreed to when making the reservation. With that being the case, we must respectfully decline Mr. ******** request for a full refund of his non-refundable deposit. The *** is available to review here* *****************************************************************************************Review fromBarbara G
Date: 09/01/2022
1 starBarbara G
Date: 09/01/2022
A NIGHTMARE... Appauling response of protocols in place for handling customers who tested positive for COVID, due to negligence to accurately perform the Rapid test and follow HIPAA rules! (the 4 year old had a negative PCR test 48 hours prior and a negative rapid test that evening. They stranded 11 of us at the port, put the parents, kids 4 and 6 in a VAN for 5 hours with no food or water to wait for luggage. To date, 5 weeks later still no luggage. This is a shortened version of what happened.When they gave us the paper saying positive, it had someone else's address, and time of test was 12:13, when we didn't even arrive at the port till 12:30. We asked if the test could be given again, and properly, even offered to pay for it - and NO they would not.We got in touch with RC regarding the way we were treated and looking for refunds and luggage. RC responded immediately with no urgency to help us. 5 weeks later still missing luggage and all money not yet returned.Royal Caribbean Group
Date: 09/07/2022
Were terribly sorry to learn of the difficulties this party experienced and that they were unable to sail. We understand how much time and effort is placed into planning the trip. According to our records, this party is currently working with our Executive Team regarding all matters mentioned. Therefore, we greatly appreciate their continued patience while we do our due diligence to obtain a resolution for their concerns.Review fromLaura N
Date: 08/30/2022
3 starsLaura N
Date: 08/30/2022
I have cruised with RC twice and it was wonderful, however I had to cancel the 3rd cruise & have been unable to get my port taxes refunded thru Casino Royale even though I was assured they were refundable. For a billion dollar company this is unacceptable!!Royal Caribbean Group
Date: 08/31/2022
Were sorry to hear about the concern regarding reimbursement. Our records show that the refund of $371.50 was disbursed to the original form of payment on August 30, 2022. Please note that some financial institutions require additional time to process refunds into accounts once they receive the funds. If **************** does not see this refund in her account, she will need to reach out to her financial institution for further assistance.Review fromDEBRA N
Date: 08/18/2022
1 starVery bad criuse agent for booking..bad customer service on issue from bad booking rep. ******* of his mistake ..I payReview fromKay M
Date: 08/16/2022
1 starKay M
Date: 08/16/2022
Zero stars would still be too much. They are penalizing their paying guests based on the inability of their employees to do their jobs. I called customer service in July for a Best Price Guarantee review, as I found the price of our cruise lower than what I had paid. This cruise was eligible for the BPG based on RC's guidelines on the website. Because this was after the final billing date, I was told the difference could be applied in onboard credit. The representative had to put me on hold several times after initially telling me they couldn't do anything for me. I had called previously and was told this repricing could happen up to 48 hours prior to embarkation. Eventually, I was told he had to fill out an internal form and that I should call back to confirm the onboard credit was applied. Fast forward - there are no notes from this representative and the form was never completed. I was told by the new representative and the supervisor from the Resolutions Department that there was nothing they could do for me, despite still having the repriced fare in front of me, despite still being well beyond that 48 hour window that they advertise on their website, despite being told by the previous representative that this would be all set. Is RC really hurting for money so badly that they are promising things to customers and then refusing to deliver? This isn't "customer service" of any kind, nor was I "guaranteed" something that they blatantly advertise on their website. Why bother offering this program at all if you aren't going to follow through?Royal Caribbean Group
Date: 08/18/2022
We have spoken with the guest and have resolved her concerns.Review fromR. T.
Date: 08/15/2022
1 starR. T.
Date: 08/15/2022
Called about a refund on July 8th. I keep getting the runaround, have been dealing with it for over a month with 3 different people all promising you resolutions but nothing ever gets done.Royal Caribbean Group
Date: 08/16/2022
We are required to issue refunds to original form of payment. This partys refund was processed on July 11, ************************** **** which was the original form of payment. We are reaching out to our ******** Services to obtain refence numbers that this party can take to the financial institution to research the refund and will follow up with them via the email address provided once we have obtained this information.R. T.
Date: 08/16/2022
This issue is that the card is no longer in existence because it was a gift card from February. I need the full card number or the refund in a different cardRoyal Caribbean Group
Date: 08/18/2022
Were sorry to hear about the concerns about this refund. Due to technical issues the refund was submitted but not processed. We are happy to assist regarding the refund, please contact **************** at ************** and provide a credit card number to process this creditR. T.
Date: 08/18/2022
I keep trying to call!! Long wait times and when someone calls me back They for some reason call my Mom ???????. She wasnt even on the cruise with me only as emergency contact. I never get a call back to me at my numberR. T.
Date: 08/22/2022
Can someone please call me!!! This is ridiculous. I have waited for a call back. I was told 24 hours ands its been 3 days. My number is **************R. T.
Date: 08/23/2022
Can someone please call me!!! This is ridiculous. I have waited for a call back. I was told 24 hours ands its been 3 days. My number is **************Royal Caribbean Group
Date: 08/24/2022
Subject: ****** / *******
Case: #******
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
My attempt to reach you via telephone was unsuccessful. Were trying to contact you regarding the refund. I kindly ask that you call us at: at **************.
Thank you in advance for your help and cooperation in this matter.
Sincerely,
Guest Experience ManagementR. T.
Date: 08/27/2022
I need a call backR. T.
Date: 08/27/2022
I need a call backR. T.
Date: 09/04/2022
Called July 8th about a refund. Needed it to go on a different card. *** requested for a call back and never get it. When on hold its more then an hour. I get emails about wanting to resolve but no call back. If I dont hear back I will have my attorney reach out.R. T.
Date: 10/17/2022
It was never credited!! I need a call back. Its now October and still no credit
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