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 220 Customer Reviews
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Review fromNadine C
Date: 08/12/2022
1 starNadine C
Date: 08/12/2022
I called to make a reservation for RC after my reservation didnt go through the first time with no notice whatsoever I had to call for the itinerary to find out what happened. They then charged me 2x the price listed on their website for a room and told me it says from 1301$.Then when I called to see if I could be seated with the rest of my party I was told there was no space, then was told I needed confirmation from someone else at the table, and after an hour on the phone with them they said that the reservation requests are closed. AN HOUR ON THE ***** for them to tell me this when another member of my party was put at the same table 30 minutes prior. they were completely unhelpful and when I asked to take the ** survey at the end of the call I was hung up on. ********************************* is the supervisor who helped me.Royal Caribbean Group
Date: 08/16/2022
Our pricing is based on double occupancy. As a single occupant, you would normally pay 200% of the per person cruise fare for a double occupancy stateroom.The reservation was created less than a week prior to boarding. We try to make availability for guests to be confirmed to the dining time and seating of their choosing. It is not always possible to do so. Guests can inquire onboard in case there are other guests who also want to make changes.Review fromTheodor G
Date: 08/11/2022
3 starsTheodor G
Date: 08/11/2022
I have a Royal Caribbean **** Rewards Card issued by **** of America. I redeemed ****** points or $200 onboard credit for a sailing on The Mariner of the Seas on June 18, 2022. When I got on the cruise the $200 OBC was missing. **************** said they had no record, even through I had receipts in hand. Cruise was great, but never got the $200 OBC. Called Royal Caribbean redemption line on June 27th. Was online for 2 hours while they checked with Post Cruise. ****** (agent) said OBC was not applied during cruise and they would refund back to the card, this it would take **** days. Waited over 15 days, no credit. On July 12th, 2022 I called again and talked to **** (Supervisor Resolutions) and he said nothing had been done and he would start the process again. Again, wait **** days. Waited over 20 days, no credit. On Aug 10th, 2022 I called again and talked to Harriot (Agent) and ***** (Supervisor Resolutions) and she said nothing had been done and she would start the process again. Really, seems like I'm getting the runaround. This is my money that I earned by using The Royal Caribbean Credit Card. Never had such a problem before as we are Diamond Plus with 24 cruises with Royal. Is this how you treat your loyal cruise members with lies and false promisesRoyal Caribbean Group
Date: 08/16/2022
We are sorry about the Onboard Credit not being posted like it should have been. Our records show that the $200 Onboard Credit was refunded directly to the guest after the cruise ended.Theodor G
Date: 08/16/2022
Received $200 on Aug 15th, only after I wrote to BBB. Cruise ended on June 25thReview fromPrecilla H
Date: 08/07/2022
1 starPrecilla H
Date: 08/07/2022
When booking via phone with their agent, was told by the booking agent that they have "Best Price Guarantee" that up to 48 hours before sailing, if we spot a lower price, could always call them back to get price adjusted. I have spotted a price difference on this Friday and called the company's reservation line and the agent said that both rooms have lowered price and will apply the difference as on-board credit. However, during the wait for the agent to process, was told by the agent that they no longer qualify for the on-board credit after been told that I would receive the on-board credits. Was given 2 options as to keep the higher price or get upgrade to different type of rooms with additional cost (room would cost more than the price difference). Made the request to speak to a manager, but agent put the line on hold and then it was disconnected or hung up by the booking agent. Worst customer service ever as I was on the phone for over an hour, told first that I could received on board credits and later denied. The phone call was not even transferred to a manager for resolution. Very disappointed in Royal Caribbean and would not recommend it to anyone.Royal Caribbean Group
Date: 08/09/2022
In order to qualify for the Best Price Guarantee guests must be booked prior to March 31, 2022 for a sailing that departs on or before September 30, 2022. Please see the information we have on our website about this: https://www.royalcaribbean.com/faq/questions/when-will-i-get-my-best-price-guarantee-onboard-credit This party booked after March 31, 2022. As such, they are ineligible for the Onboard Credit offer. Our staff are happy to look for reduced rates that *** make upgrade possible, and did so in this case. It was noted that during a requested transfer to a supervisor that the call was disconnected. We are truly sorry about that, and we will look into what happened.Review fromMike D.
Date: 08/05/2022
3 starsMike D.
Date: 08/05/2022
RC cancelled our Brilliance of the seas cruise for APRIL 2023 due to repositioning of the ship to British Columbia. I requested a total refund including OBC that I added. As of today I have not been refunded as when I called about my OBC I was told that it was not refundable. They certainly accepted my money. I can use it as a future CC I was told. Coming up on 4 weeks waiting for the cruise fee's to be refunded.Royal Caribbean Group
Date: 08/06/2022
Our records show that the refunds have been completed, as of August 5, 2022. The points redemption, for the Visa card offered through Bank of America, cannot be refunded. We can make this benefit available for future use by this party, and have done so.Review fromS. B.
Date: 08/04/2022
1 starS. B.
Date: 08/04/2022
I booked over a year ago to trip to Alaska. The time is to travel and the whole itinerary changed. Totally disgusted with Royal Caribbean. I lost money for shore excursions, because they canceled them and changed the port of call. We sale less than two months and this is just a joke on how they accommodate the guests!!! I was informed that I would
get $100.00 onboard voucher. BIG DEAL.....so they get their money back!!! I will never sail with this cruise line again. It has been a disappointment from the first. I would recommend to NOT waste your money, as we have lost a lot of MONEY!!!Royal Caribbean Group
Date: 08/05/2022
The cruise ticket contract, which governs the cruise vacation, gives us the ability to modify the itinerary as conditions may warrant without any liability in doing so. As such, we do not normally compensate for such changes. Due to guest sentiment, and the proximity of the upcoming departure date, our leadership did authorize the Onboard Credit offer for all impacted guests. Your party has been included in this offer, and we are confident that you will find new excursions and will have an amazing cruise in September.S. B.
Date: 08/09/2022
I don't agree, as you need to follow up with your customer service. I have made many calls to try and clear this MESS up and nothing has changed. Our shore excursions are SO MESSED up that we don't know what is scheduled and what isn't. In the meantime, you are collecting money off of me. When you wanted our money for three balcony reservations, you got it and it was on time. I truly understand that changes may need to be made. It is the way that Royal Caribbean went about notifying the guests. All guests receive a letter stating to sit back and relax while we spend your money. No leadership was made to clear up this adjustment. I would recommend that you get your agenda with the itinerary finalized then call EACH guest and see what they want to do with each Shore excursion. Instead, I was informed to email *************** with my questions. STILL waiting for an answer. It has been 10 days. This is totally unacceptable. Very disappointed in the customer service. Covid excuses are in the past, get with the present.Royal Caribbean Group
Date: 08/09/2022
We understand that such changes do create inconvenience for our guests. We empower our agents to assist by phone. We are truly sorry that the agent you spoke with told you to send an e-mail. This is not how we would have wanted this concern to have been handled. We will follow up on this as an employee performance concern. Your suggestion about initiating call outs to impacted guests has been noted. We will consider this feedback in future improvements to our business operations. Thank you for taking the time to share your concerns and thoughts, our guest satisfaction is very important to us.Review fromHeidi R
Date: 07/29/2022
1 starHeidi R
Date: 07/29/2022
They advertise a sale price on their website and won't honor the price. After sitting on hold they did not want to help with anything. I feel this is horrible customer service.Royal Caribbean Group
Date: 07/30/2022
Pricing is per voyage. We advertise "prices starting from" meaning that not every voyage will have that pricing. For this voyage the normal pre-cruise price is $98 per person / per day. The onboard pricing is 20% higher and the promotional rate is $72.99 per person / per day.Review fromDonovan F
Date: 07/29/2022
1 starDonovan F
Date: 07/29/2022
Price for deluxe beverage package dropped to $67.99 per guest per day on July 29th 2022. Went to click on the website for that price, in the next screen the price was somehow changed to $72.99. Called customer service, they said it was an internal error with their website, however there was nothing they could do to honor the lower price that was still reflecting on their website. Bait and switch, illegal.Royal Caribbean Group
Date: 07/30/2022
Pricing is per voyage. We advertise "prices starting from" meaning that not every voyage will have that pricing. For this voyage the normal pre-cruise price is $98 per person / per day. The onboard pricing is 20% higher and the promotional rate is $72.99 per person / per day.Donovan F
Date: 07/30/2022
The price of $67.99 per guest per day was listed as an option for my booked cruise, on July 29th. I have a print screen proving this. The price changed to $72.99 after I clicked on the hyper link for $67.99. Why would $67.99 be listed when I was logged into my account, for my booked cruise? Bait and switch.Royal Caribbean Group
Date: 08/03/2022
Pricing and availability of promotions are subject to change at any time without notice. This is stated in the terms of use for our website. Pricing is not guaranteed until booked.Royal Caribbean Group
Date: 08/05/2022
It is possible that the promotion was inventory controlled and sold out. Even if there was an error on the web page, the terms and conditions of use for our website gives us the ability to correct errors without liability in doing so. In general, we advise guests that prices are subject to change until booked.Review fromGrace C
Date: 07/25/2022
1 starGrace C
Date: 07/25/2022
I booked a Greek Isles cruise for July 2022, having had an incredible experience with Royal Caribbean to ***********. As an avid customer, I have historically paid the remaining balance of my previous trips within a timely manner. Tragically, my mother was admitted to end-of-life care the week that Royal Caribbean's payment deadline. Grief stricken, I completely forgot about the deadline and didn't realize my reservation would be cancelled.After my request for a refunded deposit was denied over the phone, I submitted a formal letter/email to the company twice (6/14/2022; 7/7/22) with an official medical letter from my mother's physician. I have not yet received a confirmation email or response to my request for a refund of my deposit. I would even be satisfied with receiving the deposit as cruise credit, as I love the cruise line. But given the lack of response, I question whether I should switch my patronage to another cruise line. As a public educator, $500 is a lot of money to lose.Royal Caribbean Group
Date: 07/29/2022
We are eager to help. Please provide the booking details so we can review your reservation.Review fromD. C.
Date: 07/25/2022
1 starD. C.
Date: 07/25/2022
I bought a gift certificate for $100 for my niece for her to use on her honeymoon cruise. When she tried to redeem it, they told her she could not since it was less than 10 days before cruising (this was a wedding gift! She got married on Saturday and was cruising on Monday!) and that it was nonrefundable. I called to see if I could have it credited to their on board account or get a refund. I was told that was not possible and that I could use it on a future cruise. I was on the phone with them for an hour and got no resolution. VERY poor customer service! They in essence have stolen $100 from me since I will never, ever cruise with them. My social media will certainly have a negative review for Royal Caribbean from me and I will advise all to NOT cruise with Royal Caribbean.Royal Caribbean Group
Date: 07/29/2022
If the Gift Certificate was purchased directly from Royal Caribbean, and has not been used, we can issue a refund. Please call us at ************** for more information.D. C.
Date: 07/29/2022
I received a response from Royal Caribbean stating to call ************ and they would refund me. I called and they took all my information and said that they would put in an email and I would get a response within a week as to whether they would refund me or not. So, still no resolution.D. C.
Date: 07/29/2022
I received a response from Royal Caribbean stating to call ************ and they would refund me. I called and they took all my information and said that they would put in an email and I would get a response within a week as to whether they would refund me or not. So, still no resolution.Royal Caribbean Group
Date: 08/03/2022
There is a specialized team that handles these requests in the order received. Please allow additional time for them to process your request. Thank you for your continued patience.Review fromB. C.
Date: 07/15/2022
1 starB. C.
Date: 07/15/2022
We booked a reservation for 3 people in November 2019 with ROYAL CARIBBEAN INT'L for a sail date of August 2020 that was non refundable. Covid happened in March 2020 and we cancelled our cruise in July 2020 due to uncertainty of travel according to the **** ROYAL CARIBBEAN INT'L only gave us a credit for a future cruise. In July 2021 we called to request a deposit refund due to vaccination required and they refused to refund us due to sale being non refundable. I disagree with ROYAL CARIBBEAN INT'L, there was no language in the receipt/contract about Covid and we didn't cancel due to us unable to keep the commitment. We tried to reach out to customer service several times in regards to a refund with no luck. We tried to dispute the charge with our credit card company but was denied since the charge was over 1 year old. The next course of action was SMALL CLAIMS Court. We won our case against ROYAL CARIBBEAN INT'L by default because they never showed up for Zoom Court. ROYAL CARIBBEAN INT'L had 7 days to appeal and 21 days to pay the deposit of $750.00 plus court cost which the NEVER PAID!! We are very disappointed with this company.Royal Caribbean Group
Date: 07/28/2022
We are happy to look into this for you. Please send a copy of the court documents to ********************************************** Please put attention BBB Complaint in your subject line.Royal Caribbean Group
Date: 08/03/2022
We have spoken with this guest and have obtained the needed documents for review. Our Legal Team is looking into this and will resolve this with the guest directly.B. C.
Date: 09/18/2022
Royal Caribbean Intl did provide a refund check to cover the court cost and 3 deposits taken upon booking in 2019.
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