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:05/28/2025

  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.

• Initial Complaint

  Date:05/15/2025

  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.

  Purchase this Paradise Cruise certificate Voucher # HCPBG24K6FF @ Margaritaville@Sea on Jan 26. 2025 at night. While I was paying, I was trying to pick port of ***** and suddenly, transaction was finalized and I was sent a voucher for Port of ********** 4 hrs away. I called the next day from *************) and was told they could not transfer to the **********. So my husband called from *************) asking for a refund. He was promised a refund but we never got it. He called again on 1/29/25 and was told the same thing. We called on Feb 4 and told they are processing the refund. They said they are noting all our calls and told expect refund in 10 business days. No word no refund. 4/5/25 and s/w a Caleb, said he emailed someone higher but we never received a phone call. I called again on 5/13/25 and s/w a **** extension 9834 who told me no phone calls were ever recorded. A Supervisor will call me. I gave **** the last 4 # of the card I used. No callback. So I called the next day, s/w *******, who puts me on hold and while waiting , call dropped, NO call back I called again today, 5/14/25, s/w **** again, who said his Supervisor is going to call me back, I told him, I am not going to wait for a callback and I will stay on the line to talk to a Supervisor, but when he transferred me to the Supervisor, it went to VM! I left an angry VM. This time, I was really getting upset and so left a VM that said if nobody calls me back, I am going to complain to BBB. Few minutes later, got a call from a ***, who claimed to be the Supervisor, who first said that He will escalate the issue and they will call me back. When I asked to speak to talk to someone higher than him, he said he is the highest authority, when I told him if you are the highest then who are you going to escalate it with? He kept saying this call is unproductive and was very rude, overtalking me and wont let me finish talking and eventually hang up. Each call is 20+ minutes. Please help us get refunded. Thanks!

• Initial Complaint

  Date:05/07/2025

  Type:Customer Service 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 am on a national dont call list and they call me 4 times a day, no matter how much I ask them to stop they just keep calling and i block the # and they call from a different #,just please make them stop

• Initial Complaint

  Date:04/28/2025

  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.

  this is the absolute worse cruise line , me and my family decided to cancel our cruise because we are having financial troubles at the very moment , we canceled it back in February , we have still yet to receive a refund. they sent me a check of $669 AFTER I DEPOSITED they canceled the check i am currently negative 669 in my bank account and they will not re-estate my check to my bank account. this is literally robbery and someone should be investigating them and holding them accountable , it makes me think about what they have done to other people , they should be ashamed. they do not give u hire *** , they do not send u emails ive been waiting 2 and half months for a refund never ever will i suggest to cruise with them to anyone or myself ever again

• Initial Complaint

  Date:04/28/2025

  Type:Customer Service 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 recently cruised last week from ***** > ******** > *******. If you look at my itinerary you will notice we did not book any other excursions. I booked this trip back in August and booked the excursion back in October, 7 months ago! We even called customer service to confirm that the Chichen Itza excursion was definitely available and that we would have time to do the excursion because I know that Chichen Itza is on the mainland and is 3.5 hours away from ******* and we would need to take the ferry over so I thought that it was odd that this excursion would be offered. Your customer service representative confirmed that it was offered for this cruise and we would have time to go to Chichen Itza and be back in time for departure.Upon boarding the ship and once the ship was already in motion departing from *********, we received a letter in our "mailbox" outside of our room door asking us to see "guest services" about our excursion. It was not until then that we were notified that our cruise did not offer the excursion to Chichen Itza and this excursion was only available on the cruise to Progresso. If you had notified us earlier, we still would have sailed with Margaritaville, we just would have rebooked a cruise to Progresso. This is a *************** sales tactic, whether done intentionally or not, which is a highly unethical and illegal business practice. The total cost for the cruise was $886.78. You were kind enough to comp me back ******; however, I am not satisfied with this, as aforementioned, the only reason I took this cruise was to visit ************. The difference is $526.80.This oversight on your behalf really killed the excitement and vibe for the remainder of our cruise. My request to reconcile our grievance is that you offer me a $500 credit to my account that I can use at another Margaritaville location. I see that you have a Margaritaville resort in ****** which I will gladly visit for my trip to see Chichen Itza on my next vacation.

• Initial Complaint

  Date:03/06/2025

  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.

  I am writing to formally express my concern regarding an unresolved issue with a group reservation made with Margaritaville at Sea several months ago. As a travel agent, I have successfully brought over 100 passengers to group reservations with this company in the past, and I am disappointed to encounter such challenges on this occasion. On Monday, five customers paid over $5,000 to book cabins with the Islander Margaritaville at Sea cruise line for the April 18, 2025 (***** office). Despite this, the company has refused to include these customers under my group reservation. This goes against the terms of our contract and the policies outlined on their official website regarding group reservations. Furthermore, I have reached out to management and customer service multiple times over the course of the week. However, I have not received any clear responses, or confirmation regarding this matter. My customers have been waiting patiently, but the issue remains unresolved, causing unnecessary stress and inconvenience. I also must address the broader challenges Ive faced when working with Margaritaville at Sea, including unreliable service and a lack of effective communication. It is becoming increasingly difficult to work with their team, which is particularly disappointing given the trust *** placed in this company. I kindly request your immediate attention to resolve this issue. Please ensure that the cabins for these five customers are included in my group reservation, and confirm this with me as soon as possible. Thank you for your understanding and prompt action. I look forward to hearing from you soon. Sincerely, ****** ********** **********

• Initial Complaint

  Date:03/05/2025

  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 sailed Margaritaville at Sea from September 6-9th 2024, and wanted to concur with the other complaints mentioning false advertisement, price switching, and most definitely - calling mandatory fees "GRATUITY". False Advertisement: The company boasts on its website about offering rock bottom deals, then hides a laundry list of added fees in with the total that isn't itemized for the customer to understand what they are paying and why.Price switching, aka "bait and switch": When booking a cruise, particularly one for Heroes sail Free", they will advertise (for example): regular price at $338pp, with a slash through out showing $138pp. Children under 2 years of age sail for free. When you select your cabin and go to the total, it then shows not only are you being charged FULL price, but they are also charging full price for the infant too! There is ZERO reason why you're being charged more than what's advertised. Also no breakdown of added taxes, fees, etc. I can only imagine how many millions they've made off of **** people that don't fully pay attention to the price changes from one page to the next.Mandatory fees, aka "GRATUITY": From what I know, it is ILLEGAL to call gratuity which is completely voluntary a MANDATORY FEE that the cruise line does not allow you to remove or adjust. Upon reading their ledger on board, it states "they have the right to do whatever they see fit with the gratuity". Meaning, it MAY or may NOT actually go to crew, but towards the CEO's yacht if that's what they choose. THAT IS NOT A GRATUITY! This is another way to siphon money from customers and give no option to modify it unlike all other cruise lines. These practices are deceptive to the public and highly unethical.

• Initial Complaint

  Date:02/27/2025

  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 Feb 21- Feb 25, 2025. While on the ship I was charged for all my expenses in four different transactions that totaled $1401.79 . After getting home and was checking my bank account Feb 26, 2025 I was in the negative by $900 due to being charged another $1401.79 in one lump sum . They double charged me for my expenses on board and according to my bank even removed one of the four charges and then charged the total $1401.79 again. Upon calling them they are rude and just keep telling me the charge will fall off after three days when its already came out of my account . They are stealing from their customers and then being extremely rude about it . I will never sail Margaritaville at sea again worse experience Ive had .