219 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Ryan W
1 star04/18/2024
The ships condition was horrible with broken sinks and toilet seats falling in the floor, bolts missing and we're almost falling out in the divider wall in my balcony, roof leaks staff had buckets and pads all over collecting water, roof over the pool was broke so days it rained (most of the time) the roof stayed open, one pool caught fire, the hot tubs were not working properly, numerous pieces of exercise equipment out of service, one of the waterslides was out of service, carpet, chairs, and sofas in the common areas in horrible condition and dirty. The ship is going to dry dock now to be rehabbed(which should've taken place probably 6 months ago) had I known that I would not have booked this cruise with the ships condition. We found wrong charges on our sign and sale card that was corrected on board, luckily we caught it being charged approximately $40 for a bottle of wine we didn't buy.The port times were not the best and $63 for a bucket of six beers on a half *************** is ridiculous. On Friday when we got to Freeport at 6 AM they immediately started painting the outside of the ship using a boom lift that constantly beeps right outside our balcony window that started about 630 and continued until we left. Oh let me tell you how ****** off I was about that being woke up on vacation and having to listen to that the whole time you're in port.There were so many people complaining and they got off the ship just to get a break from it. There was no Sailaway party, the cruise directed ****** was absolutely horrible. Most of the time we didn't have any idea what was going on on what floors or anything, The couple of shows that were offered by Carnival were subpar. Aapproximately 80 people in our group some rookies who said they will never cruise again because of their experience, some platinum saying it was the worst cruise, numerous gold members with a list as well. This is really slim version because of space, they offered me $25 credit on the $3K cruise. JUNKReview from Carrie B
1 star04/15/2024
This was going to be my very first cruise. I arrived at the terminal to board the cruise ship & the lady that was checking in looked at my original birth certificate & immediately escorted my *********** to a secluded area & left us waiting for another employee to come. They wouldn't accept my birth certificate but the lady that was checking in our friends next to us said she accepts them all the time. Finally someone came to us & told us that we would be receiving discharge papers & either our money would be refunded or we would be able to rebook. I received an email address to start the process. I emailed asnd recvd a short "not going to refund or rebook because you it's your fault not ours" email. I called a number I found & was told "you have to talk to the post cruise *********** don't have a phone number only an email address". I said "I am refuse to send an email. I want a live body" & asked for a lead. After 45 mins on hold I was able to speak to a lead & the lead said I should have been able to board with that birth certificate & I should get my money back or at least be able to rebook. She directed me to the website to do a post cruise inquiry & within 10 days someone would respond. I did an inquiry on March 18th & no response. I sent an email on March 31st & no response. This is disappointing & the WORST customer service I have experienced. Our friends went on the cruise & talked to a few different employees aboard the ship & all stated the same, we should have been able to get on the boat. They refused to give me my luggage and said I had to wait until the ship returned. It had all of my medications that I take on a daily. I was told to have a friend go get my luggage from my room and put it in theirs. I have always heard fantastic things about Carnival but this makes me never want to cruise or suggest Carnival to anyone I come in contact with. You can bet I will be spreading my disgust with ***************** I come in contact with.
Carnival Corporation Response
04/16/2024
Thank you for posting your concerns.
Im very sorry to hear of your experience and Id like to extend my sincere apologies for the situations youve described.
We can confirm that three responses have been sent, we have received replies regarding the dissatisfaction with the outcome, there is no compensation due for being denied boarding.it is the guests sole responsibility to have the proper travel documentation during boarding and throughout the cruise. Additionally, information on travel documentation is included on our website, in our edocs and on our On-line Check-in portal.
While we sympathize with your situation, to protect the integrity of Carnivals Vacation Protection program, we cannot make an exception as it would be unfair to all guests that purchase Carnivals Vacation Protection Plan as a safeguard for unexpected circumstances that would cause them financial losses.
Kind Regards,
Carnival Cruise LineReview from Renaldo F
1 star04/05/2024
My Family and I booked four day three night cruise to *********** for spring break from March 29th to April 4th we were so excited .we drove down 8 hours from the Carolinas. Boarding was very smooth No Doubt. But when we got the go ahead to go to our room and we exited the elevators on the first floor we were overwhelmed with a stench of raw sewage. As walked to our room we realized our room was right by the elevators and the smell was inside our cabin. Not wanting to be a ****** I didn't complain and went back to the lido deck and enjoyed ourselves but once we came back to the room after to sail away party and after getting everything settled in and still smelling the awful smell so we just thought it was a one night thing. Fast forward day 2 and 3 So I had no choice but to complain. I could't sleep my son and I caught headaches and was sick for a period and all they offered was 1 free air freshener I am so disgusted and traumatized by the ordeal and also in a ************** there's a lease six and seven others who claim they smelt the smell so it's not just me. My vacation was ruined and it wasn't cheap. I paid for a memorable vacation but not like this. Still feeling sick from the ordeal. Guess you can't even get what you pay for nowadays. Super Disappointing!Review from Rolando G
1 star04/01/2024
This is the situation that happened to me and my family. I was advised by the representative to cancel my cruise and send an email regarding my situation for a future cruise credit but would take 2 weeks for a response. I went ahead and cancelled my cruise and send an email that I attached below. An email response was given within two hours stating they would be no refund. My wife said go ahead and go with your son without me but when I spoke with the representative my room was already sold again. I asked to be put on the next available room and they informed me I would have to look for an open room and call. Several room opened up but when I called they had been sold. They would not even give me the sail days on my account to move to diamond status because I did not cruise but had no problem taking my money. I called several times and very short and rude responses. Email sent to Carnival We are both police officers, so it is very difficult for both of us to get scheduled time off. At the same time, my wife has been in the process with the Department of Public Safety to enter into the September 2023 lateral class. We spoke to the recruiter, and she stated that once the background stage is passed, then you have about a month before the next stage. Granted, we are three days from our cruise date and had no plans on cancelling. We received a call and an email requesting her to attend her last stage, which is medical, psychological and uniform fitting for the academy on Wednesday and Thursday, which falls on June 28th and 29th. I contacted a representative yesterday from Katy and was informed we could reschedule with no problem, just look for a future cruise. I am a devoted carnival customer and only cruise with carnival, so I am hoping you can accommodate my rescheduling.Carnival Corporation Response
04/03/2024
Thank you for posting your concerns.
Im very sorry to hear of your experience and Id like to extend my sincere apologies for the situations youve described.
So that we can further assist you, we invite you to contact us at **************.
Our team members will gladly review each of these matters in further detail.
Kind Regards,
Carnival Cruise Line
Review from Theresa B
1 star03/28/2024
Im so disappointed with this company. We chose them for our first cruise since we were so familiar with the name. We were booked and ready when my husband was injured on the job as a first responder. I called them and they advised us to get insurance. When I asked if it mattered it wasnt purchased before the injury, they said no. Two seperate people I talked to told me even if they denied the claim for reimbursement, they would definitly give us a cruise credit to use for a future cruise. I asked multiple times becuse I was afraid to put down extra money we didnt have. So I paid for the addition $200. Filed our claim to which we were denied both. When I emailed inquiring about the cruise credit, the email response I got back was I had 10 days to cancel the insurance if i wasnt happy and that the decision was final and they wouldnt be responding to anymore inquires ( this was only my second email to them). How would I know I wouldnt be happy with the insurance policy when I was led to believe this would resolve our issue. Of course Im super upset we lost $1000 on an anniversary cruise that we cant go on now but Im so upset about how poorly the company treated us and that we were intentionally misled by multiple carnival employees and duped into getting an insurance policy they knew we would never be able to use. From the aftermath it was made pretty clear there was no confusion per the policy that it wouldnt work for us, my guess is the csr must make a commission or something on the policy sales. So sad, I will never book again with them. And I have learned my ******* I will always retain outside travel insurance moving forward. Guess our 20 year wedding anniversary will be a staycation. lolCarnival Corporation Response
04/01/2024
Thank you for posting your concerns.
Im very sorry to hear of your experience and Id like to extend my sincere apologies for the situations youve described.
So that we can further assist you, we invite you to contact us at **************.
Our team members will gladly review each of these matters in further detail.
Kind Regards,
Carnival Cruise LineReview from Kori T
1 star03/28/2024
I sent a message to Carnival and talked to three different people on the phone including a manager. The week of our cruise, we found my mother in law deceased. All I'm asking is to change the cruise to a different sailing date. Same ship, same port, same islands. They have zero compassion for their loyal customers. I'm trying to get them to understand this is not a good time for travel, but they refuse to postpone. I'm shocked and appalled and will never book another Carnival Cruise again. I have already started making sure my family and friends choose Royal Caribbean from now one.Carnival Corporation Response
04/01/2024
Thank you for posting your concerns.
Im very sorry to hear of your experience and Id like to extend my sincere condolences for your loss.
So that we can further assist you, we invite you to contact us at **************.
Our team members will gladly review each of these matters in further detail.
Kind Regards,
Carnival Cruise LineReview from Michael W.
1 star03/25/2024
Recently had a cruise booked with Carnival for my wife and child for spring break. I came down with a medical emergency and was advised to not leave the country until a correct diagnoses could be made. Carnival advised that even with a doctors note there was nothing they could do in terms of reimbursement. I understand that they need advanced notice of these issues, but in this case we notified them as soon as we found out. I would even understand giving us half credit on a future cruise. We've been on 5 cruises with Carnival in the past few years, but due to this won't be on other. Extremely disappointed with their business.Carnival Corporation Response
03/27/2024
Thank you for posting your concerns.
Im very sorry to hear of your experience and Id like to extend my sincere apologies for the situations youve described.
So that we can further assist you, we invite you to contact us at **************.
Our team members will gladly review each of these matters in further detail.
Kind Regards,
Carnival Cruise Line
Review from Alecia C
1 star01/24/2024
Myself and my fatigue became extremely sick on the Elation. When I complained they called security on me a d threatened me. My daughter had to even go to the infirmary from the smell of sewage. They said it was my shoes because they had gotten wet. I recorded the entire thing. It was humiliating. I nene got off the boat so my band new shoes member came out of my bag. Meaning they opened my bags looking through them. You can hear me ask why did they go through my bags. The entire 5th floor smelled like sewage. It was coming through the vents. The reply I received was they decline to refund me or give me a few cruise. I didn't ask for that. They can apology for the smell and the treatment by their staff. They said no one else complained. It's all over the news about this ship right now. I was on Elation on the 8th through the 13th.Carnival Corporation Response
01/25/2024
Thank you for posting your concerns.
I sincerely apologize for the distressing experience you and your family had on the Elation cruise. Your well-being and satisfaction are of utmost importance to us, and I regret that we fell short of your expectations.
I understand that the issue with the sewage smell was particularly disturbing, and I want to assure you that our team is actively working to resolve any maintenance or ventilation issues that *** have contributed to this problem. Your feedback helps us identify areas for improvement, and we are taking steps to prevent similar situations in the future.
Regarding the search of your bags, I apologize for any discomfort this *** have caused. Our security measures are in place to ensure the safety of all passengers, but we recognize that your experience was less than ideal. We will review our procedures to ensure that such incidents are handled with more sensitivity and communication.
Once again, I apologize for the inconvenience and the treatment you experienced. We value your loyalty, and I hope we can regain your trust in the future.
Thank you for your understanding.
Carnival Corporation Response
01/25/2024
Thank you for posting your concerns.
I sincerely apologize for the distressing experience you and your family had on the Elation cruise. Your well-being and satisfaction are of utmost importance to us, and I regret that we fell short of your expectations.
I understand that the issue with the sewage smell was particularly disturbing, and I want to assure you that our team is actively working to resolve any maintenance or ventilation issues that *** have contributed to this problem. Your feedback helps us identify areas for improvement, and we are taking steps to prevent similar situations in the future.
Regarding the search of your bags, I apologize for any discomfort this *** have caused. Our security measures are in place to ensure the safety of all passengers, but we recognize that your experience was less than ideal. We will review our procedures to ensure that such incidents are handled with more sensitivity and communication.
Once again, I apologize for the inconvenience and the treatment you experienced. We value your loyalty, and I hope we can regain your trust in the future.
Thank you for your understanding.
Review from Teairra O
1 star01/22/2024
I recently went on a cruise. Per carnival I had until **** prior to the date of sailing ti purchase my drunk package. I tried to purchase online and screen was completely greyed out I contacted customer service the following morning as they closed at 10pm the night prior and was told there was nothing they could do as I had since October to pay for the package I thought this was a disgusting thing to say to a customer after spending **** on a **********************. I ended up having to purchase on the ship although I provided screenshots of the error that I was getting they refused to provide me with the 10% discount that I wouldve received. I also filed a complaint with customer service and provided screenshots and received an email back saying theyre sorry for the inconvenience. They hope to see me again soon. I will never cruise with Carnival again.Carnival Corporation Response
01/23/2024
Thank you for posting your concerns.
I'm truly sorry to hear about the frustrating experience you encountered while trying to purchase the drink package for your recent cruise.
I understand how disappointing it must have been to encounter technical issues on our website, and I share your concern that the matter wasn't resolved to your satisfaction when you reached out to customer service. This falls short of the service we aim to provide.
I genuinely regret that your experience has led to a decision not to cruise with Carnival again.
Once again, I sincerely apologize for your disappointment and thank you for your feedback.
Review from Imelda V
1 star01/19/2024
I am very disappointed with the Carnival cruise. They are not truthful on what they are selling. I have booked a cruise and the sale person told me that I can get a $200 spending voucher if I am going to book the grand hilton vacation to either ********* for $199 for 4 days and 3 nights. Since me and my BF are really planning to go to ********* for a vacation so I said why not the sales person booked it for us. We went to ********* and bought the time share...in other words we spent $10000 just to get the $200 carnival cruise credit but when I called the carnival they said it's for the future cruise and when they are looking for my account they are telling that they are not honoring the voucher even for the future cruise. I am very upset the way they set up selling the grand hilton vacation. It's a scam,we are just an ordinary people that work so hard and want to have a vacation time as well. But being scammed by the carnival cruise is very disappointed. I hope they need to stop selling the grand hilton vacation just to get the $200 spending money on the cruise. This will be the last time we are going on carnival.Carnival Corporation Response
01/25/2024
Thank you for posting your concerns.
Im very sorry to hear of your experience and Id like to extend my sincere apologies for the situations youve described.
The vouchers state applicable to new bookings only and your current reservation was created 04.03.2023 to sail 01.22.2024; however, if you have any questions about the Hilton offer, or Hilton certificate, please call the Hilton ********************** number: **************.
Kind Regards,
Carnival Cruise Line
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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.