We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cruises

CruiseBuilder

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cruises.

Complaints

Customer Complaints Summary

  • 123 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/26/2022

    Type:Product Issues
    Status:
    Answered
    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.
    in 2019 we bought an ****** trip/ mediteranean cruise from Latter day Travel (cruisebuilder) but it was delayed and then cancelled due to covid. Recently we have been trying to reach them by phone and have left our number for them to call back. We never seem to be able to reach them and they do not return our calls. We want either an replacement trip or our money back. I see we are now just one of many with this same issue.

    Business Response

    Date: 10/20/2022

    Thank you for your message. I'm sorry the support team has been hard to reach. Please email ********************************** so our team can look at your specific situation and do our best to help you.

  • Initial Complaint

    Date:09/15/2022

    Type:Product Issues
    Status:
    Answered
    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 cruise with CruiseBuilder which was cancelled. They won't give me my money back, but said I could have vouchers. When I tried to collect on the vouchers they said I would have to pay almost as much as I have already paid to be able to go. I don't want the vouchers, I just want my money back. I did send the cruise documents to a lawyer friend. He read through them and he says, "The terms say that regardless of the reason of cancellation" I should get my money back

    Business Response

    Date: 09/16/2022

    Thanks for your message. Please contact ********************************** so they can look at your specific situation. There are options travel credit for 100% of the amount paid or new alternatives for partial cash refund. I'm sorry about this difficult circumstance. 

    Customer Answer

    Date: 09/19/2022

     
    Complaint: 18030583

    I am rejecting this response because: I have emailed several times and called several times and received no response.  I have been waiting for over 2 years for them to find me a replacement cruise.

    Sincerely,

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

  • Initial Complaint

    Date:08/17/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We booked a cruise with this company. Because if Covid it was canceled. We have tried to rebook the trip and got the run around. We were sent from person to person with promises to get us taken care of. We finally got frustrated and hired a lawyer. We want this business to be held accountable. The basically stole our money. We cant get a refund. We cant get a cruise.

    Business Response

    Date: 08/30/2022

    Thank you for your message. I'm sorry for the trouble this situation has caused. Please contact ********************************** so we can look at your specific case. We are hopeful to receive additional options for you to consider.

  • Initial Complaint

    Date:08/17/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Cruise builders promised to reschedule our holy land cruise then gave ** the run around refused our calls or said they would have someone call which never happened. They refuse to either refund or rebook our cruise which I might add was $15000.00

    Business Response

    Date: 08/30/2022

    Thank you for your message. I'm sorry for the trouble this situation has caused. Please contact ********************************** so we can look at your specific case. We are hopeful to receive additional options for you to consider so you can get value back from your purchase.

    Customer Answer

    Date: 09/04/2022

    I have tried to contact them at the e email provided its un deliverable I called and its no longer a working number I called the main line and was left on hold they never did take my call
    Complaint: 17732252

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:07/11/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 booked a cruise with this company in 2019 for travel in 2020. Due to the pandemic it was postponed . I have had excuse after excuse to be able to book my fully paid cruise ! I dont want people to book with this company and fall on the same trap as I am in . I want my money back or be booked with another company associated with them or not . Please help me with this .

    Business Response

    Date: 07/15/2022

    Thank you for your message. I has been shared with the appropriate contact. I'm sorry for the trouble you have experienced. Please contact ********************************** so our team can look at your situation specifically. 

CruiseBuilder is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.