Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a dinner cruise in the amount of $599.12 for both my husband and I for his birthday *************************. I pad for a upgraded package as it was his birthday which included buffet style dinner and open bar with additional amenities. Once I returned I contacted the company and advised them that while on the boat the company ran out of food. My husband and I had a initial plate. However, we decided to go back to the buffet and the food trays were empty. Therefore, we left a dinner cruise hungry after paying $599.12. The company advised me they would issue a 20% refund. I agreed to the refund. I have had yet to receive the refund after it was promised to be received as of last Friday. I then called the company on several days and was told I will receive the refund. I simply want my refund. My trip number was i55493614/55493612.

  Business Response

  Date: 05/15/2025

  The refund request was submitted for approval by the agent when the guest called in, the approval took several days to come through. Once approved the refund was processed on 5/7/25. Total time was 8 Business days after the event date. Refunds can take up to 10 business days to come through post refund. 

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23294279
  
  I am rejecting this response because:

  I was told I would receive a 20% refund of the amount I paid which was a total of $599.12. Therefore, I should receive a refund in the amount of $119.82 not $99.60. This company was expedite to withdraw $599.12 from my account yet their timing in processing my refund does not reflect the same timing. I would like my additional $20.22 refunded to my credit card.  
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 05/19/2025

  Hello.

  Please find my receipt attached for the Baltimore Cruise.

  Thanks

  ******* ******

  Business Response

  Date: 05/20/2025

  We sincerely apologize for the inconvenience our guest experienced and for the oversight in processing the refund. After the guest reached out to share their concerns, we offered a 20% refund as a gesture of goodwill, which the guest accepted.

  
  Unfortunately, due to a processing error, the refund was calculated based on the subtotal rather than the full amount, resulting in a shortfall of $20.22. We take full responsibility for this mistake and are currently processing the remaining balance of $20.22 to ensure the guest receives the full agreed-upon refund.

  
  We value our guests and strive to provide a positive experience for everyone. We regret that we fell short in this instance and are committed to learning from this situation to prevent similar issues in the future.
  

  Thank you for bringing this to our attention.

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/11/2025

  Good day,
  
  Thank you for bringing this matter to our attention again.
  
  According to our records, the refund was processed on our end as requested. For reference, I have uploaded both the client invoice showing the refund and the refund receipt.
  
  Today, I reached out to Ms. ****** using the phone number we have on file in an effort to understand why the refund has not been received on her end. Unfortunately, I was unable to connect with her directly and have left a voicemail with my contact information for a return call.
  
  Please know that I remain committed to resolving this issue and will continue to follow up until we can confirm the refund has been successfully received.
  
  Sincerely,
  ****** A. ******
  General Manager | City Cruises Baltimore