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 has 6 locations, listed below.

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  Royal Caribbean Group

  1050 Caribbean Way Miami, FL 33132-2028

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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

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  Royal Caribbean Group

  1080 Port Blvd Miami, FL 33132

Review Details

• Review fromJonathan R

  Date: 05/06/2024

  1 star
  Royal carribbean told me that payment was due 2 months after booking, it is policy to email you to remind you that even though they have your credit card info they need you to call and authorize payment. I didnt call assuming they would email to remind me or that they would just charge my card. They cancelled on us and didnt bother telling us either, right before we are about to go to ********** to get on the cruise I find out that they cancelled on us. They then refused to give me the deposit back, which I would agree if I called and cancelled but they canceled on us with no email or anything. They are not a professional company in the least bit. Ive read many other stories of that happening on the BBB website and others. So basically the way they make money is making it so you have to call them to verify you can charge the card, if you dont they silent hoping you forget then sell the room to others and keep your money. Please dont use Royal Caribbean

• Review fromMelinda M

  Date: 05/04/2024

  1 star
  They charged a card that we did not even use AT all during our trip. It was in my boyfriends wallet the whole time and now he is mysteriously getting charged for something that I've already paid for! They are crooks! I have proof that I paid for the same items he's getting charged for so they are trying to charge us TWICE and somehow got his card information.

• Review fromJennifer L

  Date: 04/30/2024

  1 star
  We were set to sail this past Friday. Was too day of boarding that the population was being fixed and we would be ok to board. Sat in the bay for two days after making a truck from ****** to ********* ******. To find out they were kicking us off the out that day at 4pm. Without warning. Everyone was told at 11am to depart by 4pm. I paid for a three person room to keep our room size and was told we would have a full refund. To leave the boat to be told I would not get a full reimbursement bc the third person didnt show. Now I understand I would get return for that person but I paid in full to stay in that specific room. And there were way more expensives than just the cruise. We got passports hotel and airfare. To get there. To speak with several of the people that were picked up in *********** that had already been on the boat for 7 of their 14 days that said this was the most expensive dinner ride they had ever taken they knew it wouldnt be fixed. We would have understood if they would have cancelled instead we waisted once a year family trip. Its hard enough to get all the worked out for 10 people. Would have been nice to know we could have had an option before we left knowing something was wrong we would have rebooked, not again for us. Out 4000$ in air fair and ***************************************************** ******.

• Review fromLuke F

  Date: 04/30/2024

  2 stars
  Im not usually one for leaving reviews much less BBB reviews but the customer service at ********************************************* is so atrocious I just have to.It's a real shame because the cruise itself was a great experience and I would have finally switched over from Carnival had the customer service not been some of the worst I've ever experienced.First of all, when I got to my shop someone had left their steam deck in my room. I had contacted the owner via his profile and told him I would be leaving it with customer service. I handed over the device to the customer service agent who was greatfull for me being honest and turning it in. Well no wonder he was so greatfull, because he stole it and never gave it to the owner. The owner let me know CS told him they never got one turned in. So Royal Caribbean CS is full of thieves for one.Secondly when I made my reservation I made a table reservation for 6pm dining. When I went to my table which was engraved on my card they handed me when coming on the ship, they told me they don't have my reservation. I was referred to the manager who basically told me I was switched to My time dining and basically to get out. I spoke with both the manager of dining and **************** desks and both pretended like they would help and did nothing. So I was constantly moved around and forced to wait in line everyday Finally I wanted to apply a gift card to my tab and customer service told me I could apply it back in port when I had service. Only for that to be a lie and have manager tell me I couldn't do it at port despite them telling me earlier I could After emailing the customer service email about all these issues I got a copy/paste generic "we are sorry and are reviewing our policies" nonsense. No solution , not even a real person just an AI copy response. Do better Royal Caribbean. You're losing out on a lifetime cruiser over something you could have solved.

• Review fromChristina S

  Date: 04/23/2024

  1 star
  Terrible customer service. No solutions offered, keep charging card on file long afyer cruise.

• Review from04/22/24 R

  Date: 04/22/2024

  1 star
  An African-American family was brought down from the ship after a grinder was found inside a check-in luggage. Suspecting that an illegal substance was present, the individual and accompanying family members were questioned for more than 35 minutes, resulting in security staff bringing all their luggage down from their rooms -- no illegal contrabands were found in person or in luggage. Despite lack of evidence of suspected contraband, individuals were told they would not be allowed to board the ship. Moments later, another individual (a white woman) was brought down and accused of the same incident. This time, it appeared that contraband was confirmed from residue on the grinder. However, unlike with the previous family, the crew security did not question her for 35 minutes, nor did they bring down any of her (or accompanying family members) luggage to further search for contraband, but instead, from what appeared to be orders from the captain on the radio, allowed the woman to board back onto the ship within 3 minutes of her confirming ownership of the grinder. ** police ****************** had acknowledged that the incident was not right and confirmed that the crew officer ****** did in fact lie to her and told her that the woman would not be allowed to board the ship.We now find themselves stranded in a state far from home (with some luggage items still left on the ship) and If it wasnt evident enough by the look of pure hatred on the faces of the cruise officers, that the whole situation was nothing short of blatant racism, the aggression that ensued from Royal Caribbean officer **** as one family member attempted to film the occurrence, should be obvious.I am disgusted by the performance of Captain *********************** as he allowed the white woman and her family back in order to depart on time (according to his officers: for every minute the ship does not depart, [they] lose thousands of dollars). I am disappointed in the efforts (or lack thereof of ******* Police.

• Review fromDarby H

  Date: 04/15/2024

  1 star
  I could see the writing on the wall that this was a terrible decision pretty soon after I booked and couldn't find any information about my cruise on the app or their website. Their customer service gives you the run around and says things like, "We are so happy to help you with this today." Then will copy and paste an answer of how you better not miss out booking another cruise and using their app without ever even addressing, probably not even reading, what you asked them about. It is awful. You know it is bad when you haven't even been on your cruise yet and your are regretting your decision. The ship I chose half the features weren't even operational like the North Star, which was one of the biggest reasons I booked the cruise. The port stops were short, the food was terrible and there wasn't much for entertainment. I am not a frequent cruiser but have been with Carnival and will definitely be booking with them again and not Royal Caribbean.

• Review fromJoanna H

  Date: 04/12/2024

  1 star
  I booked a 3 day cruise in September for April 2024. I called them the first week of April with a question about it. They said it was canceled and that they emailed me in January. I said i never received the email, and she said it probably went to spam. I asked why there wasnt a phone call and she said its not their policy. I was shocked! She said the cruise was chartered to a company and my only option is to book a diff cruise. I dont have a diff vacation time, and already have flights booked to the cruise location. They didnt help with anything, no credit, discount, or help w the flights. They acted like they did me a favor by giving me a full refund. I would not book a cruise w them again knowing it can be canceled at any time.

• Review fromKelly S

  Date: 04/05/2024

  1 star
  Ive never reviewed a company in the past, but our experience was so bad I hope to prevent any other families from falling for the same scam. Im an experienced cruiser (Diamond status) and I say That only to let you know my expectations are not that of a first time cruiser with Royal Carribean. The service was horrid, on many levels. We had an owners suite, so our experience was probably better than other in non suites, which is sad. We waited an hour for dinner in the main dining room. The first time we eventually were sat and waiting another 20 minutes for service. I placed a $100 limit on both of my childrens cruise card and received charges totaling $350 for one of them on the final night. When I asked Why my limits were not upheld they let me know the arcade does not fall under the rest of the cruise charges. The perks of our status and suite class were not honored, when asked about this guest service said I had to request the 50% off wine/beer when I purchased. We were sold a dining package prior to the cruise to get on board and learn there is just one speciality restaurant. We had an expresso machine in our room but no water to operate it, water was $2 per bottle to purchase. After purchasing water for the espresso machine I woke the next morning to just one cup to make coffee for my husband and I. I began cursing with Royal Carribean in 1998 and am sad to see how the company has lost the magic. Sadly, we are done with crusing and will be trying another cruise line or opting for an all inclusive in the future.

• Review fromBarbara N

  Date: 03/29/2024

  1 star
  
  
  I have taken 20 Royal Caribbean cruises and it has been my preferred cruise line. However, the experience that I have just had has me thinking that my upcoming cruise will be my last on this cruise line. I booked a cruise for this coming June which is leaving from Cape Liberty, NJ, the final payment was due on 3/6/24. I made the final payment using my debit card, which I have done many times, when I check my account to make sure the payment was processed, I noticed my payment amount went to Royal Caribbean Barcelona and a fee was accessed by Royal Caribbean's bank in Barcelona, Spain in the amount of $24.56. I contacted my travel agent who contacted Royal Caribbean and they are saying that the fee was assessed by my bank. I went to my bank, and they said that they did not assess the fee. This fee was assessed because Royal Caribbean used a foreign bank account. Why would you use a foreign account for a cruise to and from Cape Liberty, NJ? Royal Caribbean keeps passing the buck. I know this is a small amount but how many other people has this cruise line done this to. I think it is time to start using other cruise lines.