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:07/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 4/25/25 I purchased a cruise from them for $186 it was $196 but I still owe them $10 well shortly after I tried to book it and they said that it would be $175 per person and $18 a day gratuity so I told them to cancel it I want my money back I cannot afford that this was 3 months ago and I have received nothing they are smart with me when I called and my last phone call to them today they told me to stop calling

• Initial Complaint

  Date:06/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  4/25/25 (approximately) - cancelled cruise by phone and was informed I would receive a credit on my credit card (method of payment)5/3/25 - I received a partial refund, and was later told the refund received was for excursions.5/17/25 - I phoned Margaritaville, refund of $4363 was still NOT received on credit card, and was told a check would be issued within a month.6/15/25 - I phoned Margaritaville, and was told check would arrive by 6/17/25, even though there was no confirmation it was even mailed.6/26/25 - I phoned and spoke to '****', who gave his extension 9805. He said he would call back by the next day, and if I didn't hear from him by 530pm, to call back.6/27/25 - I phoned Margaritaville and was not able to enter ****** extension, since he gave 4-digits, and extensions needed are 3-digits. I waited on hold 45 minutes while the agent was seeking an answer, then disconnected. I immediately phoned back, and another agent and asked for a supervisor. The agent informed me that he did not have the ability to transfer me to a supervisor and did not have the ability to check with a supervisor for an answer to my concern. He informed me that someone will call me back when they have an answer. Since I've already been promised call backs to no avail, I feel my only resolution at this point is to contact the Better Business Bureau.I am requesting my full refund of $4363, as promised.

  Customer Answer

  Date: 07/15/2025

  You can cancel this complaint, I have received my refund

• Initial Complaint

  Date:06/24/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 3 day 2 night cruise for two when the company was Bahamas Paradise Line and preparing to change to Margaritaville (according to the representative I spoke with before I purchased the tickets and when I verified them some time later. I could not go immediately because I had to have a critical Thoracic Lumber Spinal Surgery with Interior. The surgery was 18 1/2 hours long over 2 days and I was under the care of a neurosurgeon for 36 months. My husband was then diagnosed with Stage 4 CKD and he passed in 2024. A friend was going on the cruise for a week as her very first ************************** agreed to go with her knowing I had two tickets paid for. I asked for my money to be applied to this trip. They asked for more information. I sent the attached letter to their ***************** I called, I sent the letter to the three senior officials, and Margaritaville NEVER EVEN RESPONDED, NOT EVEN THE SENIOR OFFICERS OF THE COMPANY!! Now I just want my money back because I don't feel I can trust a company like this for my nonprofit retreats, conferences or my personal trip.

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Business Location: ******************, ******* Dates of Service: April 1418, 2025 Cabin Numbers: 5044, 5046 I am filing this complaint regarding the extremely negligent and unsafe conditions aboard Margaritaville at Seas ************************************** ship, which my family and I sailed on from April 14 to April 18, 2025, departing from the *******************There are two serious health-related concerns that have gone entirely ignored by the cruise line despite multiple attempts at communication: Parasitic Infection Contracted Aboard Ship Shortly after returning from the cruise, I (Dr. ****** *******) began experiencing severe gastrointestinal and systemic illness. After repeated hospital visits and testing, I was diagnosed with a parasitic infection, which medical professionals linked to unsanitary conditions aboard the ship. This has resulted in weeks of suffering, missed work, medical expenses, and lasting health impacts. The cruise line has not responded to any of my inquiries or refund requests. Asthma Attack Due to Cigarette Smoke on Childrens Deck My youngest son, ******* *******, suffered a serious asthma attack aboard the cruise ship. This occurred on the only childrens deck, which was also used as a designated smoking area with no posted warnings or signage. This dangerous oversight placed his health at risk and forced us to seek immediate medical treatment.The lack of accountability, transparency, and communication from Margaritaville at Sea is both unprofessional and dangerous. These are not minor inconveniences they are health hazards. If the cruise line continues to ignore this matter, we are prepared to escalate to federal agencies and legal representation.Desired Resolution: Full refund for both cabins Formal written response acknowledging receipt and actions taken Assurance of review and correction of health and safety procedures

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Unauthorized charge that appeared on my credit card following our recent cruise. Despite multiple attempts to resolve this matter through the customer service department, the issue remains unresolved.We had heard multiple complaints regarding this very issue by past passengers through social media outlets, so we made sure to visit the Customer Relations desk every other night. No charges. Several weeks post-cruise, a charge appeared on my credit card, which the customer service team identified as an "additional tip" for a bartender. We suspect someone may have altered a "$0" to read "$10" by adding a "1" in front of the zero . Over the past several weeks, I have made several phone calls and sent numerous emails to the customer service department and the matter is still unresolved. One can only assume that this is standard practice on this cruise line. Adding charges after you have disembarked and/or untrustworthy staff.

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 went on a cruise with Margaritaville at sea paradise ****************. I paid for the sink package, and express boarding and disembarkation. First issue was there was nothing express or priority about boarding nor disembarkation. I got on with everyone and didnt get my bags until after 7:30 pm. I asked for a refund for the express and they said no even though they confirmed I shouldve had my luggage way before 730pm everyone else had theirs and didnt pay the extra so I should get a refund. **************** was rude and provided misinformation on several occasions. The food was sub par I barely ate at all and when I did it was followed by horrible diarrhea. I also had 2 $25 on board credits that were mysteriously removed without being used after I called guest services to ensure I had them and could use them to upgrade my dinner in the Fins dining room. After I used them to upgrade my dinner I was told I could not use it to upgrade dinner and the customer service lady Thirona ( manager) was rude and told me if I dont pay the $70 she would call the authorities on me when we get back to ***************. I had all of my receipts and I tried to show her but she didnt care and kept saying it doesnt matter and she would call the cops on me. The line of passengers at customer service all gasped when she threatened me with the police. I never said I wouldnt pay it I just wanted her to listen to me and see the receipts that I have to prove what I was saying. She Thirona literally threatened me and walked off with an attitude. I am a decorated disabled veteran who has no problem paying my tab of it is accurate. It was not. I had to use my time in the ******* to call customer service and ensure my account was correct and I was right. I should have been able to relax and unwind but I needed to bring the boat crew another email to verify everything. I still had issued disembarking but paid my bill and will never go on another margaritaville cruise again. Rude staff

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Credit card charge occurred on Dec 20 2025 in amount of $136.25. I contacted the merchant 6 times since then without reply.The merchant demonstrated many ****** practices, eg the advertised, upfront price was an obvious "hook", only to discover that the $49/person was actually $160/person, because of taxes, fees and port expenses. While this was highly offputting, it was at least fairly disclosed prior to booking. And I still booked, but with a highly negative experience. Now after I take the cruise, I am charged $136.25 to my surprise, given my purchases were $4.25. I didn't receive an invoice with itemized charges. Instead I had to call to inquire about the charges, and I'm informed these are legit charges for 1. service and 2. fuel supplement. I'm informed that these are disclosed in the booking invoice 'Other important appliaple terms and conditions', under sub section link 'Onboard charges'. These are obvious practices to hide the full charges from the customer. No clear mention they would do this and they don't even invoice them. I'm sure most customers are unaware not only because they don't properly disclose, but also because it is not common practice to charge post-trip in this way. If that wasn't enough, my fiance received what looks like bed bites which we are sure came from their bed.I requested the $132 charges are waived without response. Please can you help?

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Changed a cruise date. Original cruise was financed with Uplift. Was sworn to that original cruise would be refunded to uplift. Told I couldn't finance new cruise. Charged my credit card for new cruise. Email for new cruise $1300. Charged $1300 and $198. $198 was to be refunded. Told me refund confirmation would come from Uplift. They have not received refund. Numerous calls to cruise line. They do not return calls

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Me and my girlfriend took a cruise from 05/21/2025 to 05/23/2025 before leaving I paid an amount which was 768.38$ totally fine. A complete week later 05/28/2025 at 3am in the morning i am getting an additional charge of 170.40$ that was INCLUDED in the first charge which was 768.38$ Ive called the customer service number which was ************** and they gave me a complete run around could not explain why it was taken out my account they so called check their books and only have a 768.38$ charge but on my bank transactions it has BOTH as TWO SEPARATE transactions. The lady gave me her email which was *************************************** so I can show BOTH transactions which I did and So they tell me they dont know why its doing that maybe I have to wait which makes no sense at all because you cannot get off the ship until your balance is 100% PAID they literally stopped me for a 6$ water charge to pay before I left. Now they dont want to give me my 170.40$ back they tell me I have to wait and not telling me what I have to wait for. They will not let me speak to a manager. This is very foul and very disrespectful has money is coming out of my account for that separate transaction of 170.40$

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 booked a cruise and changed the date to earlier date. I was told the cruise was cheaper and I would be due a refund in the amount of approx. $500. I called several times to get a resolution. I was hung up on and was told I cannot speak to a supervisor My money was never refunded.