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 fromMegan R

  Date: 07/05/2024

  1 star
  Company broke our luggage on disembarkation. Our brand new wedding luggage we received as a gift for our honeymoon.We filed a claim on site at the port and no one followed up. We were told we would hear from them in 48 hours. We finally reached out, no one at the company apologized or even took responsibility for damage. They said they would refund us 70$, which is not even the cost of the luggage piece.

• Review fromChristopher H

  Date: 07/04/2024

  1 star
  I called back in 2023 for a cruise I recently took in 2024. I booked the cruise on the phone for an interior room with a view of the park that is onboard the ship. I was guaranteed a room with an interior view. To my surprise, once on the ship, the room did not have a view at all. I immediately complained to the cruise personnel on board and they informed me there was nothing they could do because the ship was at capacity. I showed the receipt I had which stated I had a room with an interior view of the park. They told me that they could not do anything due to it being a separate office that handles it and provided me with a number and email to reach out to and that they would take care of it.I reached out to the email they provided and the people I spoke with informed me that I never booked a room with a view. I told them that I have a receipt for a room with an interior view and the cruise personnel also informed me that somebody within the company had made a mistake in putting us in the room we received. They further refused to do anything and stated that I never booked a room with a view, despite me having a receipt for it and paying more for a room with a view.I also requested any proof they have for what they are saying, since they inform me that all calls are recorded. They only keep writing back that I never ordered the room which I have a receipt for where it clearly states that I have an interior view room and continually refuse to make any attempt to remedy the situation.

• Review fromTashika L

  Date: 07/03/2024

  1 star
  Dear Royal Caribbean Customer Service,Re: Reservation Reservation ******* and Reservation ******* - 7-Night Alaskan Cruise Royal Caribbean Brilliance of the Seas I am writing to express my extreme disappointment with my recent cruise aboard the Brilliance of the Seas. As a first-time cruiser, I had high expectations for Royal Caribbean, but my experience fell far short in numerous ways.Accommodation Issues:- Hallways and rooms had a pervasive smell of mildew - Stateroom 9546 had ripped curtains and no curtain sheers - The sofa was badly stained and unsuitable for use - The shower curtain made for an unpleasant bathing experience - Towels and cloths were hard and caused skin rashes Cleanliness and ********************** trays were often dirty - Adults were observed washing their hands in water, tea, and juice stations - These unsanitary practices likely contributed to my entire family contracting COVID-19 Service and Communication:- Excursion prices were inflated - Announcements could not be heard in staterooms - Crucial information about airport transfer services was not broadcast on in-room TVs - Wheelchair assistance was limited - We were rushed off the ship in an undignified manner once our COVID status was known Guest Experience:- Screaming children in hallways at all hours disrupted sleep and relaxation - Food quality deteriorated significantly in the last few days - The steak in the main dining hall tasted rancid - Only the paid steak option tasted like quality meat The cumulative effect of these issues has left me with a thoroughly negative impression of Royal Caribbean. As a result, I will not be cruising with your company again and feel compelled to share my experience with others.I would appreciate a response addressing these concerns and explaining what steps Royal Caribbean will take to prevent such issues in the future.Sincerely,*************************

• Review fromAlake F

  Date: 06/22/2024

  1 star
  Called to get simple pricing because their website does not allow you to search for a room for 5 people. They have a promotion for kids sail free and 60% off the second guest. But they insisted that they only had 1 interior room left out of 599 and the other room we could get was a balcony room. Our price went from $2,475, which would have been for 4 people to $6970, for 5 people, and the fifth child is a 2 year told! Their pricing is ridiculous if you have more than 2 children as they will put one adult and one child in a room by themselves and then tell you that child isn't free. Oh and never mind the kids sail free because it's a joke. All they do is raise the price of the adult fairs by hundreds, if not thousands to tell you they let your kids sail free. After holding on the phone forever, and trying to be transferred to a survey so I could rate my experience, two customer service employees both times I called hung up on me instead of allowing me to complete the survey. We'll just stick with Carnival and ****** from now on.

• Review fromMatthew N

  Date: 06/21/2024

  1 star
  Royal carribean is a very poor ran company. They charged my card while I was on the phone with them trying to schedule a family vacation as I was unaware that children who arent even 1 yrs old have to be charged a boarding fee. When I told them that if I have to pay for an infant I dont want to go on the cruise they charged my card anyway. I realized the next day about the charges and immediately cancelled. I was told my funds would be returned to my card in the next 7-14 days they only refunded me a partial amount. I didnt realize to about a week later and when I called them about it they said it was an error on their part. I was furious and demanded my money be returned in full because I cancelled within the 24 hours. Its been ****************************************************** total yet and its very frustrating. I called again and they told me the same story about how it was an error on their part and that it will be returned shortly. Its very unfortunate because they are basically holding my money hostage and its not right at all. I will never book with them due to the fact they arent professional at all!!!

• Review fromAnnabell M

  Date: 06/17/2024

  2 stars
  We havent even got on the ship yet, and I am already disappointed! Everything and I mean, absolutely everything is an up charge! Our destination is perfect date at ***********, but we have to pay for everything as minimum as a slide! Im not sure what I paid over 4 grand for! Its very upsetting because this is a cruise for my sons high school graduation. On top of that, I had to reschedule because My Son had an emergency and had to have surgery four weeks before our trip! Its just very disappointing. We dont make a lot of money, but we definitely make a lot of sacrifices for our kids only to come up with all this money to take him and be limited on the things that we can do as exactly why we chose to cruise because the theme parks, everything is extra, the lines are horrible. But we have learned that Cruise is no different everywhere you go theres an up charge for everything so Im sure my boys will be disappointed that we took them somewhere and cant afford to pay extra for them to get on a f****** slide

• Review fromSa F

  Date: 06/11/2024

  1 star
  Should have looked at the 1 star review before booking 14 MONTHS out for a dual-birthday cruise for my husband and son. But with an unexpected (11 MONTHS BEFORE DEPARTURE) scheduling conflict came up so silly me thinking they have A YEAR to be able to fill that room, i could cancel and get my deposit back. No they keep your money regardless :) So $1000 charge for visiting their website pretty much. Apparently this is common with them and how they keep their scheme going for their profits. Well, that and 'after-charging' you for the "unseen charges" on-board once the cruise is over, and a lot of the times not even going to the destination the customer booked for originally. "but it's ok because Royal Carribean had no way of being able to tell the future and the weather patterns". So I guess only THEY can have unforeseen circumstances arise and have no consequences but their customers get the pay the price. Good stuff guys!

• Review fromMarcus O

  Date: 06/03/2024

  1 star
  On February 25, 2023, my wife and I booked a closed-loop cruise for our honeymoon, scheduled to take off on June 12, 2023. We used the app when it was time to check in for the cruise. For context, my wife is a permanent resident of *******, and her country of origin is *********. The app allowed her to check in with her Argentine passport, and we marked that task completed. A few months pass, we get married, fly to **********, and arrive at the dock in **********, **. Unfortunately, we were denied boarding because we brought her passport, leaving the green card at home in **. We called Royal requesting a refund or cruise credit, as this information was not relayed to us at any time. The representative responded, "We will not issue you a refund or credit as it states in the ticket boarding document that we sent you through email the specific documents each person would have to bring to board the ship." I checked the email that they claimed to send the ticket boarding document to and nothing was there. After informing them of the missing email, they stated that because we booked the cruise through Expedia, they were responsible for sending it to us. I then called Expedia and was informed that the information Royal relayed was false and that it was Royal *********'s responsibility to send the email. I called Royal Caribbean back and was informed that they, in fact, were supposed to send the email and proceeded to say that they definitely sent it. I was frustrated as they had not sent the email and then lied to me to cover their mistake. I was on the phone with Royal Caribbean representatives for over an hour trying to sort this out but was met with rude, dishonest individuals who refused to take responsibility for their mistakes. I am appalled at their lack of customer loyalty and ethics and would highly recommend spending your money elsewhere, as their negligence can cost you your vacation just as they cost me my honeymoon.

• Review fromJosselle Hannah P

  Date: 05/24/2024

  1 star
  I would like to express my disappointment with this situation, as nobody can help us and I don't understand how hard it is to get our photos which we have paid for. When we were on the cruise, one of Royal Caribbean associates in their photo department encourages us to avail the photo package of $200 for 20 photos digital copy. As we were choosing photos we told him that we also want other photos from the other states rooms and he told us that we can choose that from the app since all our reservations are in there, we have poor internet connection in the cruise and we can not navigate it properly. We were told that we will get the link for our photos in 7-10 business days. This is our first time cruising and we chose Royal Caribbean as we are expecting this is the best. I have booked all 3 rooms under one reservation. I called customer service 3-4 times and even asked if we can get the link before Mother's Day because we want to give that as a gift to my Mother in law, my Mom and my Aunt. But then, it never happened. And now, I am begging to at least give us the link to other rooms because it doesn't make sense that we paid $200 for a digital copy and we will get duplicate photos. We were given lots of different reasons like reservations are not linked, privacy policy and other state rooms are not included. The pictures that was sent to me are not under my state room, that was my Mother in law. All we were asking for is a digital copy of our family reunion that we have paid for, those pictures that they gave us are a total of 23 photos with duplicates. Of course we would like to have better selections as we want to utilize what we paid for. This trip was important to us and it means a lot. It was almost perfect until this happened. I just hope somebody can understand our situation and have a kind heart to send us our pictures. It maybe a small case, but it means a lot to us.

• Review fromMuna R

  Date: 05/07/2024

  1 star
  Royal Caribbean is a predatory and exploitative corporation whose values are foundational based on making a profit over customer goodwill.My 8 yr old son was gifted $100 by his grandmother to use in the arcade. The credits were put on his room card (which we are all given and is used for payment/charges aboard the ship for all passengers). The card never indicated that $100 was used up, and automatically kept allowing him to use arcade machines throughout the ship, without any prior approval from my husband or I. We were only made aware of the charges when we settled the bill, to find out that our child made hundreds of charges on his room key card. The casino manager's (who runs the arcades) response to us was that they were in the business of making money. It was "too bad" that our kid didn't know he was racking a bill. The manager said that it was their policy to automatically OPT IN a customer to make purchases after credits are used (just as a bank will allow you to overdraft and then charge you for it without notification), even though there are vending machines on the boat where you can purchase additional credits. If there are machines like that, the company signals that you must BUY additional credits. For a hospitality group that markets to families, how can they allow a child to make purchases on credit without an adult's approval?