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:07/22/2025

  Type:Customer Service 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.

  To Whom It May Concern,I am writing to express my deep disappointment regarding the lack of disability sensitivity, accessibility, and support during my recent cruise on the Carnival Pride (Booking #Q3BK87, June 29 July 6). As someone living with a disability, I expected a far more inclusive experience.There were several instances that negatively impacted my trip:Lack of Accessibility to Activities:I was unable to access areas like the basketball court and mini golf to supervise my children. As a parent with mobility challenges, this was frustrating and isolating. It felt like no one considered the needs of disabled parents in the design of the ship.Crew Insensitivity:I passed out in the dining hall and received no help from Carnival staff only my family and fellow guests stepped in. Crew members continued working as if nothing happened. That level of disregard for a guests wellbeing is completely unacceptable.Half Moon Cay Issues:The beach was not properly accessible. The offered PVC wheelchair was extremely hard to maneuver, and I couldnt reach the water to supervise my children a serious concern given the rise in water-related accidents.Water Shuttle Experience:I received no guidance or help when boarding. When a crew member finally stepped in, they yelled and moved my wheelchair without speaking to me. The entire interaction felt dehumanizing and embarrassing.Throughout the trip, I felt overlooked and excluded in ways that could have been prevented with better planning and compassionate staff training. Disabilities are not always visible, but they are real and guests like me deserve to be treated with dignity and respect.I am requesting an official response and meaningful acknowledgment that my concerns are being taken seriously not just for me, but for all guests with disabilities.Sincerely,******** Booking #Q3BK87 Sailing: June 29 July 6 | Carnival Pride

  Business Response

  Date: 07/23/2025

  Thank you for reaching out on behalf of ******** *****.

  While I understand she has already been in communication with our ADA *********** I want to take this opportunity to personally acknowledge her experience.

  I am truly sorry to hear that her cruise did not meet the expectations of accessibility, support, and inclusion that every guestparticularly those with disabilitiesdeserves. Mrs. ***** account of being unable to access key areas of the ship, not receiving assistance during a medical event, and encountering distressing treatment during disembarkation is deeply troubling and not reflective of the standard of care we aim to provide.

  Although many of the operational aspects have been addressed by our Accessibility team, I want to reiterate that her concerns have been taken seriously and have been shared with senior leadership across multiple departments. Mrs. ***** feedback is prompting further review of procedures, as well as renewed focus on reinforcing sensitivity training and the importance of inclusive service.

  We sincerely regret the impact these experiences had on her vacation and appreciate her advocacynot just for herself, but for other guests who may also feel unseen or unsupported. Disabilities, whether visible or not, require thoughtful and consistent accommodation, and we remain committed to doing better.

  We thank her again for bringing this matter to our attention.

  Sincerely,

  Guest ********************** of the President
  Carnival Cruise Line
  **************
  ***************

  Customer Answer

  Date: 07/24/2025

   
  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,
  
  ******** *****

• Initial Complaint

  Date:07/21/2025

  Type:Product 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.

  Cruise on Jan 5, 2026 was cancelled due to dry dock Booking V1SJ48 Total Charges $709.69 deposit $150 Due $559.69 Booking V1SJ61 Total Charges $758.00 deposit $100 Due $658.00 I was told if I rebook on same ship, same days, same room my price would be the same New booking GN89K3 Total Charges $****** deposit $150 Due $654.69 GN89CO Total Charges $856.00 deposit $100 Due $756.00 When I rebooked, *** told me it takes about 10 days for original rates to ************ when I called to check on the adjustment, *** told me for 1/5/26 cruise rate was V1SJ61 booking was $856 which is not true and ****** for V1SJ48 and she stated that I am paying the same amount as my original bookings. This is what her system is showing. This is inaccurate the amount is $193 higher than my original amount.I would like the same rate as my original bookings as stated in the letter that I attached.I would also like the $50 pp additional stateroom credit that was stated in the letter. It originally had $100 from VISJ61 and it should have another $100 after the $50 pp and it is showing only $125 instead of $200.Attached is the amount of original booking sent via email from Carnival and the new booking amounts and the letter sent to me stating cruise is cancelled and the statement that I would get the same rate.

  Business Response

  Date: 07/22/2025

  BBB COMPLAINT #********
  Carnival Conquest 01/05/2026
  Booking # V1SJ48 & V1SJ61
  Consumer: Caswick, Kristi 
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation.
  
  After reviewing the bookings, we see that both prices matched to their original bookings. V1SJ48 was for the price total of $804.69 for ****** and her new booking GN89K3 is for $804.69 which $150 was paid towards. Booking V1SJ61 for ***** and ****** was for $856 and their new booking GN89C0 is for $856 to which $100 was paid towards. Guest was already advised over the phone on 07/21/25 that the bookings were price protected. No compensation is due on our end.
  
  We have acted in a fair and equitable manner and this statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23632604

  
   I reject -

  Please review the attachments I sent that verify the price was not $
  $804.69 for the 1/5/26 sailing I submitted my original documents stating price was $709.69 . Please.  review all items sent and ask IT to verify all communication sent and changes to account. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/25/2025

  Thank you for the opportunity to respond once again.
  
  Our original response was a sincere effort to address the issues brought to our attention and not to trivialize or disregard your observations. Please understand that Carnival certainly appreciates all of our guests, and we would not like for you to think otherwise.

  Upon further review we noticed that the bookings GN89K3 and GN89C0 were reflecting the original prices from V1SJ48 and V1SJ61 that had included the cost of the Vacation Protection (additional $95 for V1SJ48 and $98 for V1SJ61) that had been dropped on your original bookings that was not caught by our agents when price protecting. Bookings have been amended to show accurate pricing as GN89K3 reflects $709.69 and GN89C0 reflects $758. No further compensation will be given.

  We have acted in a fair and equitable manner and this statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter.
  
  Kind Regards,
  Carnival Cruise Line

  Customer Answer

  Date: 07/25/2025

   
  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,
  
  ****** *******

• Initial Complaint

  Date:07/19/2025

  Type:Product 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.

  I just returned home from my cruise and I feel that I need to share some issues/feedback and would like a response and know that this is not falling on a closed ears. You will see in the pictures that the room had dust everywhere, especially behind the bed where the mirror lines the ways like a headboard for the beds. The tops of the pictures were covered in dust. The vents had dust covered in them and handing out. The back of the TV was covered in dust, and normally I would not even have noticed, yet I had to call to have my TV reset 3 times during this cruise as it stopped working multiple times. The entertainment tech had to come and reset the hub/junction box in the cabinet each time to get it back to work. In fact one evening the housekeeping supervisor in a white shirt came to check it and was short and rude and said she would send the tech, but never did, so I have to call back the next day for help. There was dust, hair and lord knows what else in the bathroom floor in the corners. There were dirty used glasses in the table beside the bed. The lamps were coated in dust like they never been cleaned. There was a covering of dust on the shelfs in the bathroom. The sink did not drain well at all like it was stopped up and never got checked after telling them the issue. I did ask to see a kids menu one night, as there wasn't much I wanted to try on the menu and the female server basically refused to give me one, she said it has pizza and and hamburger. Then I received my meal cooked wrong one evening, it was supposed to be well done, yet it was still blood showing. The server said he was sorry must have been for the table beside us, and took the plate off our table and gave it to the next table. That plate was on our table for a short time and in fact we have checked the food with our forks we were eating with and moves the stuff around the plate, and he returned picked it up and gave it to the next table.

  Business Response

  Date: 07/21/2025

  Thank you for contacting us on behalf of ********************************

  We are truly sorry to learn of the multiple concerns he experienced and appreciate the opportunity to address them.

  We ask that he please accept our sincerest apologies for the condition in which he found his stateroom. Cleanliness is a core part of the guest experience we aim to deliver, and we are very sorry that his accommodations fell short of our standards. The dust accumulation, presence of used glasses, and cleanliness issues in the bathroom he described are unacceptable, and his comments have been shared with our *********************** team for immediate review and corrective action.

  We also regret the inconvenience he experienced with the television and the repeated need for technical assistance. His mention of the interaction with a housekeeping supervisor being less than courteous is also concerning and not reflective of the service we expect our team to provide. This will be addressed with the team involved to ensure we reinforce appropriate service standards and responsiveness.

  Regarding his dining experience, we are especially disappointed to learn of the food handling incident. Passing a plate that was already at another guest's table to a different party is not an acceptable practice under any circumstance. Please be assured that this matter will be addressed with our Food & ******************* team, as this falls significantly below our expectations for guest care and hygiene protocols.

  While we cannot change the experience he had, please know his concerns have been taken seriously and escalated to the appropriate departments for internal review and follow-up. We value our guest loyalty and hope this isolated experience will not deter him from sailing with us again in the future under improved circumstances.

  Sincerely,

  Guest ********************** of the President
  Carnival Cruise Line
  **************
  ***************

  Customer Answer

  Date: 07/21/2025

   
  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,
  
  ******* ********

• Initial Complaint

  Date:07/19/2025

  Type:Service or Repair 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.

  On July 12th, 2025 on the Carnival Horizon out of *****, ** I went to the on board hospital to assist my mother in law with her own health issues and bill. While there, I used the restroom in the emergency room and as I was washing my hands the paper towel holder door dropped open and made two scratches across my forearm. I immediately showed it to the staff there and made guest relations supervisor aware. It was a Colombian female department supervisor whose name I cannot recall. I was not seen by their hospital staff for the injuries and not even offered an alcohol swab and *******. They never apologized for their lack of care in locking the paper towel holder properly to prevent an injury such as this. I was completely disregarded. On this same trip, both my wife and my mother in law got food poisoning from the Seafood Shack on the ship. My mother in law fainted at the pool deck as a result. She was treated on board and billed over $800 which is what I was disputing when I got injured by the paper towel holder. The very next day after getting off your ship, my mother in law still was not feeling well and I took her to her primary doctor for a sick visit and she was told she contracted COVID. How could the onboard hospital miss this as well?? Poor treatment all around.

  Business Response

  Date: 07/21/2025

  Thank you for contacting us on behalf of ****** ******.

  We sincerely regret to hear about his experience and want to extend our apologies for the injury he sustained from the paper towel dispenser in the medical center restroom.

  While this should not have occurred, we appreciate him bringing it to the attention of our team onboard. Please know that his report has been noted, and we are addressing this matter with the appropriate departments to ensure all equipment and facilities are properly secured to help prevent incidents of this nature in the future.

  Regarding the medical fees incurred by his mother-in-law, please note that our onboard medical staff are independent practitioners authorized to provide care at a customary charge, which is applied directly to the guests Sail & Sign account. While we are unable to modify or waive these charges, we encourage her to reach out to her health insurance carrier, as she may be eligible for reimbursement depending on her coverage.

  We understand the disappointment this situation may have caused and want to assure you that his concerns have been carefully reviewed. A future cruise credit was previously extended as a gesture of goodwill related to the onboard isolation, and as such, we are unable to offer any additional refund or credit.

  We do regret any frustration this may cause and thank him again for taking the time to bring these matters to our attention. His feedback has been shared internally for further review and follow-up where appropriate.

  Sincerely,

  Guest ********************** of the President
  Carnival Cruise Line
  **************
  *****, FL 33178

  Customer Answer

  Date: 07/21/2025

  I want to know why no one documented my incident on the cruise ship when it actually happened with the paper towel dispenser.  I brought it to their immediate attention.  My personal injury and situation was completely disregarded.  

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23623285
  
  I am rejecting this response because

  I want to know why no one documented my incident on the cruise ship when it actually happened with the paper towel dispenser. I brought it to their immediate attention. My personal injury and situation was completely disregarded.  All injuries should be documented at time of incident and all injuries should be offered and/or treated with first aid.  Why was this any different?  Is it discrimination?  I want a refund on behalf of our stateroom cabin.  

  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/22/2025

  Thank you for reaching out again on behalf of ****** ******.

  We regret to hear that he feels his injury was not properly acknowledged while onboard. Please be assured that all guest-reported incidents are taken seriously, and it is standard practice for our crew to document and respond to such matters accordingly. We're truly sorry if he felt disregarded at the time and did not receive the level of attention he expected. This is certainly not the experience we aim to deliver.

  As previously mentioned, his report has been noted and shared with the relevant teams for internal review. We are currently looking into the incident involving the paper towel dispenser, and once our research has concluded, we will update him.

  While we understand his disappointment, we must respectfully advise that compensation or a refund for the stateroom cannot be extended. A Future Cruise Credit was already provided in relation to the onboard isolation, and no further credit or refund will be issued.

  We sincerely regret any frustration this matter has caused and thank him again for his feedback.

  Sincerely.

  Guest ********************** of the President
  Carnival Cruise Line
  **************
  ***************

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23623285
  
  I am rejecting this response because:  

  Carnival has not issued me a refund or credit whatsoever.  They issued my mother in law a future cruise credit for her separate issue relating to having her self isolate for one day on board the ship.  She's 83 years old, this was her last cruise ever and she also wants her separate complaint to be refunded not given as a future credit.  So please void her cruise credit certificate and apply a refund to her account.  As for my complaint personally, I am asking for compensation from Carnival that led to my negligent injury and lack of care/follow up from it.  Please take responsibility before I go beyond the BBB.  I don't want to do that.  Thank you. 

  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair 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.

  June 29th 2025, we got on the carnival cruise, with my entire family we were very exicted about the event! it was a family vacation with family and friends. However upon getting inside of our room, there was a used tampon, laying on the headboard. Also we found the sheet on the bed that my daughter would have been sleeping on was covered in blood , due to it looked like a minstrual cycle. the fact is this is a sanitary hazard and also disgusting. well then, Wednesday July 2nd, my wifes glasses were knocked from the head board and broken , from room keeping. when we arrived back in our room is when we noticed that her glasses were missing, so we searched up and down and finally found them under the bed. the frames were bent, the right side wouldn't no longer stay open and they are scratched all to peaces. so finally when we got everything settled we called on july 7th to try and let them know what happened and to seek compensation for there mistakes. they have yet to return phone calls, i called our vacation manager multiple times and she told me i needed to file a post trip and they would be in touch within 24/48 hours and here we are 10 days later and haven't heard a single thing. they have yet to give me the investigation numbers or anything. i did file 2 claims on the ship but was not provided that either.

  Business Response

  Date: 07/18/2025

  Thank you for reaching out on behalf of ***** *****.

  We appreciate the opportunity to review the concerns raised regarding their recent sailing.

  We have thoroughly reviewed the guests account, including onboard documentation, and we sincerely regret the dissatisfaction experienced during their cruise. According to shipboard reports, a used item was found under the bunk bed in the guests stateroom. Our Housekeeping team was immediately notified, and the cabin was disinfected and all linen replaced in accordance with our sanitation procedures. We understand this situation was deeply upsetting and regret the impact it had on their experience.

  Additionally, the guest reported that a pair of glasses was damaged during their stay. Our ************** team met with the guest at that time and conducted a visual inspection of the glasses. Shipboard notes confirm that no visible damagesuch as cracks or scratcheswas observed, and that unfortunately, no technician was available onboard to assess the item further. We sincerely regret if the guest felt unsupported in that moment, as it was certainly not our intent.

  We also understand the guest was disappointed with the lack of follow-up after their sailing. Please know we regret any delay in response and thank them for their patience as their concerns were reviewed.

  While we truly regret that the guests experience did not reflect the high standards we aim to provide, we must respectfully advise that, based on our investigation and the findings onboard, no additional compensation will be extended. However, their feedback has been documented and shared with the appropriate teams for internal review.

  We do value the guests loyalty and sincerely hope to welcome them back for a more enjoyable experience in the future.

  Sincerely,

  Guest ********************** of the President
  Carnival Cruise Line
  **************
  ***************

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23616807
  
  I am rejecting this response because: that is a whole lie, the person that came in the room didnt do anything, she didnt even touch the glasses, also as far as the liens and disinfectant  it took me 4 times to find someone for something to do about it. It is clear some people didnt do there job. This is so unreal. And if you think that any guest should ever have to be made to feel in a sense youre sadly mistaking. I bet the ceo of carnival wouldnt be happy happy to see this. Because if it was his family the whole world would be upside down. This is insane. You guys are clearly liars,  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/18/2025

  Thank you for reaching out again on behalf of ***** *****.

  We appreciate the guests response and sincerely regret that his recent experience did not meet expectations.

  Please be assured that the concerns raised were carefully reviewed alongside available shipboard documentation. Carnival understands the guest's disappointment regarding the reported issues within the stateroom and sincerely apologizes for any distress or inconvenience caused.

  While shipboard records indicate the matters were addressed during the voyage, Carnival acknowledges that the guest feels the response was insufficient. It is never our intent for any guest to feel unheard or unsupported.

  That said, after a thorough review, we must respectfully stand by the original findings and the resolution previously communicated. The guests comments have been documented and shared with the appropriate departments for internal follow-up and coaching.

  Carnival values the guests feedback and the time taken to bring these concerns forward.  We hope that the guest may consider giving us the opportunity to provide a more enjoyable experience on a future sailing.

  Sincerely,

  Guest ********************** of the President
  Carnival Cruise Line
  **************
  ***************

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23616807
  
  I am rejecting this response because: the issues with the bed was  addressed, however due to the experience Im still requesting compensation we have paid for the glasses to be replaced. You guys arent wanting to take responsibility for your alls action, you think if I went to work, and broke roof trusses they would get a discount and compensation back for the inconvenience of the whole situation Im asking for compensation, unfortunately yall didnt deal with this first hand I did. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/16/2025

  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.

  Carnival Celebration (June 29 - July 6, 2025). This trip fell far below standards, causing significant discomfort and potential long-term medical issues. I seek at least a partial refund for severe deficiencies.The core issues are: * Grossly Inadequate Medical Care: On June 30, 2025, during a "Segway Tour Local Sites and Bites" excursion, my wife suffered an elbow injury. Carnivals medical staff misdiagnosed it, leading to a week of improper treatment. Post-cruise evaluation confirmed the misdiagnosis; my wife now faces potential complications due to Carnival's initial failure to diagnose and treat correctly. This is a severe lapse in duty of care. * Unusable Balcony;Negligent Cleaning: On June 30, 2025, our private balcony was soiled by another guest's vomit. Despite immediate notification, it wasn't properly cleaned until July 3, 2025. This rendered our balcony unusable for approximately 3.5 dayshalf the cruise. The balcony was a major stateroom factor and expense; this extended biohazard delay is unacceptable. We repeatedly sought *************** help, but results were unsatisfactory until the belated cleaning. * Pervasive Uncleanliness & Subpar Service: Our stateroom was unclean from the start (dust/debris under beds/sofa, bathroom dust). This, coupled with the delayed balcony cleaning, indicates systemic housekeeping failures. Dining service was also consistently slow due to understaffed, overworked personnel, forcing us to avoid main dining rooms.Attempts to Resolve:During the cruise, I addressed the balcony cleaning with ************** multiple times, encountering delays. While my wife's medical misdiagnosis wasn't reported onboard, Carnival's initial care was clearly deficient. Although not formally reported daily, pervasive uncleanliness and slow dining significantly impacted our experience. Following the cruise, I detailed all concerns in Carnival's official guest survey. To date, I've received no satisfactory resolution.

  Business Response

  Date: 07/16/2025

  Thank you for contacting us on behalf of ****** *****.

  We are truly sorry to learn that his vacation did not meet his expectations and appreciate the opportunity to address the concerns he raised. We have carefully reviewed his correspondence, as well as the shipboard records related to his sailing.

  Regarding the injury his wife sustained during the excursion, were genuinely sorry to hear about the discomfort and complications she has since experienced. Please know that while we are sympathetic to the situation, Carnival is not responsible for incidents or injuries that occur off the ship, including those during independently operated shore excursions. Additionally, although our onboard medical staff provided care in accordance with international maritime standards, we must respectfully advise that we are not liable for post-cruise medical outcomes or treatment decisions made after disembarkation. That said, his feedback has been shared with our **************** leadership team for internal review.

  We also understand the frustration they experienced due to the condition of their balcony. Based on our records, once this matter was reported our Housekeeping and ***************** teams responded promptly. The balcony was sanitized, and additional cleaning was completed during the ships call to **********. Shipboard notes confirm that he later acknowledged the issue had been resolved and that no further incidents with neighboring guests occurred. As a gesture of goodwill, a bottle of wine was extended onboard and accepted.

  His additional concerns regarding stateroom cleanliness and delays in dining service are also noted. While these matters were not formally reported during their cruise, we regret they affected their experience and have shared his feedback with the appropriate departments for internal review and coaching where necessary.

  After thoroughly reviewing the details of his sailing and the actions taken onboard, we must respectfully advise that no refund or additional compensation will be issued. The matters he reported were addressed during the voyage, and goodwill gestures were extended to express our sincere regret for the inconvenience.

  We appreciate his loyalty and the time he has taken to share his experience. We hope to have the opportunity to welcome them aboard again for a future sailing that better reflects the high standards we strive to deliver.

  Sincerely,

  Guest ********************** of the President
  Carnival Cruise Line
  **************
  ***************

  Customer Answer

  Date: 07/17/2025

  Complaint: 23606725

  
  I am rejecting your previous response.
  Balcony Unusability and Inadequate Resolution
  While the balcony issue was eventually addressed, the lack of timely resolution is unacceptable. It required four attempts over three days to clean the balcony to a usable standard. Being unable to use our forward-facing extended balcony for half the cruise, despite the significant additional cost compared to an interior room, is completely unacceptable.
  The offered bottle of wine was not, and is not, an acceptable resolution. As a Cheers package holder, a complimentary bottle offers no meaningful compensation for the loss of a key amenity we paid extra for. Unless we can agree on appropriate financial compensation for the room's uncleanliness and the unusable balcony, my family and I will no longer cruise with Carnival, and my mother, a travel agent, will cease recommending Carnival to her clients.
  Onboard ************ Concerns
  Regarding the medical issues, my concerns are specifically about the onboard medical team's performance and not the care received after debarkation. The medical team's failure to properly diagnose and provide adequate care onboard carries a significant risk of long-term damage and potential loss of mobility. This matter is extremely serious and will not be overlooked.
  Should we fail to reach a mutually satisfactory resolution for both the balcony and medical concerns, I will be compelled to pursue legal action against Carnival.

  
  Sincerely,

  
  ****** *****
  
  

  Business Response

  Date: 07/18/2025

  Thank you for reaching out again on behalf of ****** *****.

  We are genuinely sorry that aspects of their recent cruise did not meet expectations and appreciate the opportunity to further address his concerns.

  We understand the frustration caused by the condition of his balcony and the delay in fully resolving the issue. While our onboard team ultimately completed the necessary cleaning, we sincerely regret that this amenity was not fully enjoyable for a portion of his voyage.

  As a gesture of goodwill and in recognition of the three days of inconvenience they experienced, we are pleased to offer them a 20% future cruise credit (***) in the amount of $114.87 per person. He may reference. SISC-SB-CB-07012025-5

  *The future cruise credit (***) is based on the cruise fare paid for this voyage (excluding government taxes and fees), is non-transferable, cannot be used as a deposit or applied to a chartered sailing, has no cash value and must be redeemed by July 18, 2026 on any Carnival Cruise Line departure open for sale. The *** may only be used toward the cruise fare including government taxes and fees of one (1) booking in the same currency in which the above voyage was originally paid and cannot be used for Carnival Vacation Protection, onboard charges or gratuities. The booking guest shall be responsible for payment of the difference between the amount of the *** and the amount of the new booking if higher. There is no refund or credit for unused portions of the *** or for any cancellation penalties that may be assessed, and *** will be forfeited if you choose to cancel. After you have booked your new cruise, please use this link (**************************************************************************************************) to provide us with the booking information so we can process your ***.

  With respect to the medical matter mentioned, as the care involved his wife directly, we kindly ask that she contact us at ************************************ herself so we may address her concerns in accordance with our privacy policies and procedures.

  We value his feedback and appreciate his past loyalty to Carnival. We hope to welcome them aboard again in the future.

  Sincerely,

  Guest ********************** of the President
  Carnival Cruise Line
  *******************;
  *****, FL 33178

• Initial Complaint

  Date:07/15/2025

  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 went on a cruise back in May *****. 4 day cruise. This was my first cruise and I was trying to buy Wifi package and somehow I ordered for our group by mistake so I called and they took it off my credit card. Then they added it back on my credit card. I got my bill and sent a email to Carnival and no response. I have sent several emails about this issue and they have not refunded my account. I even sent a photo and circled where they charged me again on my credit card. No response. I tried to call but you cant get a hold of nobody. The 4 digits of my credit card I uses is 3932. The cruise booking number is #S2WL52.

  Business Response

  Date: 07/16/2025

  Thank you for contacting us on behalf of ***** *****.

  Were sorry for any continued frustration concerning her Wi-Fi refund and appreciate the opportunity to clarify.

  Our records confirm that the refund for the Wi-Fi package was processed and returned to the original form of payment.

  Upon the review of the document she submitted, we can confirm that the charge of $199.40 from the Fun Shop on 5/7/25 was followed by an equal credit of $199.40 on 5/11/25, indicating that the refund was successfully processed back to the original form of payment. As it is showing on her statement under the credit tab.

  If she has any further questions about how the refund appears on her statement, we kindly recommend her contacting her financial institution for further assistance.

  We hope this provide clarity to her concerns.

  
  Sincerely,

  Guest ********************** of the President
  Carnival Cruise Line
  **********************************

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23605641
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ***** if you look at my statement yes it is returned and the - shows it is. But then you go on down on my statement you can CLEARLY SEE IT IS ADDED BACK IN. I called my credit card company and they verified it was charged again on my account. 

  Business Response

  Date: 07/18/2025

  Thank you for reaching out again on behalf of ***** *****.

  Our internal records confirm that the refund of $199.40 was successfully processed on May 11, 2025, to the original form of payment. We do not show any subsequent charges for that same amount following the refund.

  If her financial institution has verified that the charge was re-applied after the refund, we kindly recommend disputing the transaction directly with them. Since we are unable to locate any additional charge on our end, her bank will be in the best position to assist in resolving this matter.

  We truly regret the inconvenience and appreciate her understanding.

  Sincerely,

  Guest ********************** of the President
  Carnival Cruise Line
  **************
  *****, FL 33178

   

   

  Customer Answer

  Date: 07/18/2025

  Im tired of saying this over and over. I circled where they charged me again the $199.40. I sent my statement showing it clearly where they charged me again!! It doesnt say credit it says purchase and I did NOT purchase it. IT IS CIRCLED ON THE STATEMENT!! If this doesnt get taken care of I will pursue in a lawsuit. All you have to do is look at the statement it CLEARLY shows it charged again to my account. 

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23605641
  
  Im tired of saying this over and over. I circled where they charged me again the $199.40. I sent my statement showing it clearly where they charged me again!! It doesnt say credit it says purchase and I did NOT purchase it. IT IS CIRCLED ON THE STATEMENT!! If this doesnt get taken care of I will pursue in a lawsuit. All you have to do is look at the statement it CLEARLY shows it charged again to my account. 

• Initial Complaint

  Date:07/15/2025

  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.

  Nature of Complaint: Refusal to resolve issue caused by Carnivals own system failure, refusal to provide refund or future credit.Summary:I booked and paid in full for a Carnival cruise for my wife and me. As the sailing date approached, our 6-month-old son required us to bring him with us. Carnival advised us to try purchasing an additional ticket for our infant, but after days of calling, we were informed that Carnivals system automatically assigns canceled spots to waitlisted customersmaking it impossible for us to resolve the issue, despite our willingness to pay more.We were never told this upfront and followed Carnivals instructions in good faith, only to later find out we were set up to fail. Carnival now classifies us as no-show passengers, even though our cabin sailed empty while we were trying to resolve the problem directly with them.We were denied a refund, denied the ability to rebook, and offered no future cruise credit. Carnival profited from our paid-in-full booking and refused to assist, despite the fact that the situation was created by Carnivals own system design.Desired Resolution:Full future cruise credit for the amount paid OR Ability to rebook the same cruise for a future date without penalty This is a reasonable request given the circumstances and the failure of Carnivals system to support paying customers fairly.

  Business Response

  Date: 07/16/2025

  BBB COMPLAINT # ******** 
  Carnival Dream 06.08.2025 
  Booking # T7WW57
  Consumer: ******, *******
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation. 
  
  We responded: Incident#: 250707-002784 ********************** Our records indicate that this is a travel agency booking and it is regrettable that the infant was not added when the booking was created 12.03.2024 and the sailing was at passenger capacity when we received the request to add a third ****** The booking was not canceled prior to sailing, the cabin was not re-sold, no Carnival Vacation Protection was purchased; therefore, no compensation is due.  
  
  We have acted in a fair and equitable manner and this statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line
  
  

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23603427
  
  I am rejecting this response because:

  I strongly disagree with Carnivals response and feel the company is deliberately ignoring the real issue. This has nothing to do with travel insurance or a standard cancellation. We were willing to pay more to resolve the situation, and Carnival prevented us from doing so because of a flawed system and misleading customer service guidance.
  We contacted Carnival customer service directly (not just the travel agency) before the cruise. We explained the situation and were told to call daily to try to add our 6-month-old son. We did exactly that. We followed Carnivals instructions in good faith.
  After several days of calling, Carnival finally admitted that their system automatically assigns canceled tickets to waitlisted individuals, making it impossible for us to ever secure a spot for our infant, no matter how often we tried.
  This was not disclosed upfront when we were told to call back daily. Had we been informed properly, we could have made different arrangements, but instead we were set up to fail.
  Carnival now claims that no compensation is due, but the core issue is Carnivals refusal to take accountability for the flawed process they forced us into. Our cabin sailed empty, and Carnival kept 100% of our money, knowing full well that we had tried to resolve this with them.
  We did not cancel. We were not no-shows by choice. We were trapped by Carnivals system design, policy flaws, and poor customer care.
  I respectfully request that Carnival reconsider this matter and provide us with a full future cruise credit or the ability to rebook without penalty. That is a fair and reasonable resolution given the circumstances.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/16/2025

  Thank you for the opportunity to respond once again.
  
  Our original response was a sincere effort to address the issues brought to our attention and not to trivialize or disregard your observations. Please understand that Carnival certainly appreciates all of our guests, and we would not like for you to think otherwise.
  
  We appreciate your honesty, and it deeply saddens us to know that these incidents have left such a poor impression in your mind. Unfortunately, we cannot change the circumstances that have already occurred, but want to reassure you that your comments have not fallen on deaf ears.
  
  Your request has been given serious consideration from the onset and although our response is not a favorable one, we certainly understand your frustration.Unfortunately, this is a case where we are unable to honor your request. We truly regret that we are unable to come to an understanding and apologize for any further disappointment.
  
  At this point, we must let you know that no further consideration will be given to this matter.
  
  Thank you for your understanding.
  
  Kind Regards,
  Carnival Cruise Line

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23603427
  
  I am rejecting this response because:

  I am rejecting Carnivals response because they are refusing to acknowledge their role in this situation and are now essentially saying, Were done talking about it.
  This is not just disappointingits an example of poor customer service and a complete disregard for the facts of the case. Carnival is choosing to hide behind policy language instead of taking accountability for a situation that was entirely avoidable and caused by their own flawed system.
  We followed Carnivals instructions exactly. We called daily as they advised, trying to add our 6-month-old to our booking after being told the ship was at capacity. Only later did they admit that their system automatically assigns any canceled spots to waitlisted passengers, not to fully paid guests trying to resolve a situation directly with them. This was never disclosed to us upfront, and it made it impossible for us to resolve this, no matter how many calls we made.
  Carnival can choose to resolve this if they wish, but instead they are choosing not todespite the fact that our cabin sailed empty and we were ready and willing to pay more to fix the issue. This is not a no-show scenario or a cancellation issue; this is a failure of Carnivals process and customer service.
  At this point, we are still asking for a full future cruise credit or the ability to rebook without penalty. That is the fair solution given the facts of this situation.
  If Carnival continues to refuse, I will pursue this through public reviews, social media, and legal consultation. This complaint is far from resolved.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair 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.

  Cabin Allergy Risk - We submitted a medical access form clearly stating that our son's severe feather allergy which triggers asthma attacks, yet our cabin contained feather-down pillows and blankets. This triggered asthma attacks, and we had to remove the items ourselves. The room ******* (Yudi) was unhelpful and rude(stating he was on his "lunch break") when asked for assistance. Even after removing ourselves small feathers continued to circulate in the air, aggravating our son's condition. When Yudi returned he was angry that we placed the blankets in the hallway, showing no concern for our child's medical needs.Unclean and Hazardous Room Conditions - The Carpet in our room had ***** stains and an unpleasant mold-related odor. Broken Air Conditioning - The air conditioner in our room did not function properly. Our room remained uncomfortably warm (76 - 80* degrees)Food Safety Concerns - My son found a worm in his food at the buffet, and my nephew became ill after drinking spoiled milk with no expiration date.Shower Backups and Sewage Odor - The shower in our room was clogged, causing flooding in the bathroom and emitting a strong sewage smell The Pool was Visibly Dirty - The water was so cloudy from a high ph algae that the bottom looked like milk. It was not safe to swim in

  Business Response

  Date: 07/16/2025

  Thank you for contacting us on behalf of ****** *******.

  Were truly sorry to hear about his family experience. Please know that we reviewed his concerns alongside the shipboard notes, which confirm that our onboard team responded to each matter reported during the voyage.

  Regarding his sons feather allergy, we appreciate their attentiveness in removing the bedding from the stateroom upon arrival. Our ************** team spoke with them at that time, offered alternative bedding options, and confirmed that they were comfortable using their own personal blankets. Were sorry if they felt unsupported during the initial interaction with our staff, and his comments have been shared with the appropriate department for internal review.

  We also understand concerns were raised regarding the carpet and air conditioning in his stateroom. These issues were addressed promptly by our Technical and ************** teams, including shampooing the carpet,applying an ozone treatment, and performing maintenance on the A/C system.Were glad to hear from shipboard notes that he confirmed the room conditions had improved and expressed appreciation for the assistance provided.

  Additionally, we are very sorry to hear of the other concerns he mentioned. As a gesture of goodwill for the inconvenience, he was extended,and he accepted onboard experience credits onboard.

  While were very sorry that his experience did not meet expectations, and we understand his disappointment, we must respectfully advise that no additional compensation will be provided, as the concerns were promptly addressed onboard and goodwill gestures were already extended.

  Thank you again for bringing these matters to our attention. We hope to welcome him back under better circumstances for a more enjoyable cruise.

  
  Sincerely,

  Guest ********************** of the President
  Carnival Cruise Line
  **********************************

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23603310
  
  I am rejecting this response because: They did not do an ozone treatment. The AC technician said he could not fix it at sea and we never said the room was better. It was not it was hot the whole time. The brown spots were not removed and smelled like mold. We never said the room was better as it was not ever fixed.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/18/2025

  Thank you for your follow-up. Im truly sorry to hear that the onboard efforts to address your concerns did not meet your expectations, and I understand how frustrating it must have been to feel that the issues in your stateroom remained unresolved throughout your sailing.

  While our records indicate that our teams applied multiple service efforts, including carpet cleaning and temperature checks, we acknowledge and respect your account of the experience. Please know that weve re-reviewed the shipboard documentation, and while it reflects that assistance was provided, we regret that it did not result in a more comfortable environment for your family.

  Your comments regarding the condition of the carpet and A/C unit have been noted and will be shared once again with the ships leadership and our Technical Operations team to ensure any follow-up needed is completed.

  We do appreciate your time in bringing these matters to our attention. While I must respectfully reaffirm that no additional compensation will be provided beyond what was extended onboard, your feedback remains valuable in helping us improve future guest experiences.

  We hope to have the opportunity to restore your confidence in a future sailing.

   

  Sincerely,

  Guest ********************** of the President
  Carnival Cruise Line
  **************
  ***************

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23603310
  
  I I am rejecting this response because: We spent $3000 on this vacation and the $50 candy/photo credit was an insult. We deserve a partial refund or a future cruise credit for the time we had to spend in that room. The issues on that boat are a public health issue. Your refusal to give us compensation makes me feel you are also indifferent to these issues. That makes me doubt that you will fix these problems. I am starting to think I should report these issues to the *** and ***. I also think I should leave reviews on multiple travel sites to warn future passengers. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair 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.

  GUEST CARE First Name : Kingston Last Name : ******* Booking Number : s4fp69 Email Address : ************************* Ship : Carnival Horizon Sail Date : Jun 15, 2025 Need Assistance With : Did Not Sail Comment : Dear Review Department: I am writing to request for Kingston ******* portion of the room amount to be refunded back on the debit card used to paid for his portion. Lastly, if that cannot be done then a cruise credit in the amount given for his portion of the room. I request that the credit is placed in my name or ********* ****** name (Booking # S4FP42 - PIN 2011), since ******** is 5 years old. I have provided documentation that speaks to the cancellation reasons, being that my husband was in the hospital, his grandfather. ********* nor I was aware that adding an extra person to the cruise 5 to 6 days before sailing that vacation protection could not be added and if cancellation happened, we would not get all the funds back. When we added ******** to the vacation it was asked by mom ********* and the ***resentative stated that he did not need it. She never once spoke about when adding an extra person to the trip your money which was paid in full prior to him being added, that half would now be under a 5-year-old name. Nor did she mention if a cancellation occurred that .5 of the money would be forfeited due to Kingston not having vacation protection. If I had known this a different decision would have been made in the moment. I am aware that my portion of the filed claim with ************* will be refunded. At this time, my concern is that ******** portion should be returned due to medical reasons. Please review documentation that I have provided, and I am requesting a phone call regarding this situation. I have been speaking with numerous individuals about this matter and was advised to email you regarding this matter. Customers are only as knowledgeable as the phone *** makes them. i provided to Carnival the medical forms, and all And the negative

  Business Response

  Date: 07/16/2025

  BBB COMPLAINT #********
  Carnival Horizon 06/15/2025
  Booking #S4FP69
  Consumer: ******, Lashondra 
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued ***** is displeased with the timing and handling of the situation.
  
  We have responded to Lashondra Incident#: 250714-002742 to email ************************** We have advised her that per Carnival's policy, all cabins must be occupied by 2 full fare paying ***** and if a single passenger, the ***** is charged at 200% occupancy. When the second ***** was added they had to add Carnival Vacation Protection that same day as booking was in penalty. 
  
  We have acted in a fair and equitable manner and this statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23603042
  
  Dear All:
      I am not satisfied with the response from Carnival. Carnival wants me to be okay with the fact that their representative did not share their policy and procedures over the phone in the moment with me. If that had happened, we would have a made a different decision. I explained the no sail was due to a medical situation, and they were provided hospital information to put in context why the no sail took place. So, we had sufficient document to explain the no sail, the lack of information from the representative and other things that impacted this situation. Carnival wants me to be okay for my son (Kingston *******) to lose $1400.00 on a trip. I have asked for a refund or a sail credit, and they have no compassion on the matter. I am requesting a call from upper management where a decision can be determined for both parties that is amicable. I have a plethora of information that would be deemed acceptable to look at this situation again with new eyes/repairing our relationship and thought process. I am asking for corporate to get involved because this cannot be how they treat their clients. My phone number is ************. Please have upper-level management from corporate to get involved in this situation.

  Business Response

  Date: 07/16/2025

  Thank you for the opportunity to respond once again.
  
  Our original response was a sincere effort to address the issues brought to our attention and not to trivialize or disregard your observations. Please understand that Carnival certainly appreciates all of our guests, and we would not like for you to think otherwise.
  
  We appreciate your honesty, and it deeply saddens us to know that these incidents have left such a poor impression in your mind. Unfortunately, we cannot change the circumstances that have already occurred, but want to reassure you that your comments have not fallen on deaf ears.
  
  Your request has been given serious consideration from the onset and although our response is not a favorable one, we certainly understand your frustration.Unfortunately, this is a case where we are unable to honor your request. We truly regret that we are unable to come to an understanding and apologize for any further disappointment.
  
  At this point, we must let you know that no further consideration will be given to this matter.
  
  Thank you for your understanding.
  
  Kind Regards,
  Carnival Cruise Line

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23603042
  
  Subject: Request for Refund  Booking # [S4FP69]
  Dear ********** Team,
  Im writing to formally request a refund or Future Cruise Credit related to my recent no-sail incident. I provided valid medical documentation explaining the reason for the missed cruise. When I added my 5-year-old son to the booking less than 15 days prior to sailing, I was not informed by your representative that this would void eligibility for Vacation Protection Plan. I would not have proceeded had I known this critical information.
  Additionally, due to Carnivals system reallocating part of the payment under my sons name, I am now being denied any credit or refund. I am respectfully requesting a reconsideration based on incomplete disclosure and the emergency nature of the cancellation.
  I am a loyal Carnival guest and hope to resolve this fairly. I would appreciate escalation to a supervisor or upper management if needed. I am requesting upper management to give me a call on the matter. I am asking for an email from upper management from corporate headquarters. Please escalate the matter forward with the situation. Carnival is responsible for a lack of information given to guest on the phone call and I provided sufficient documentation of a medical crisis. I am requesting a new individual to speak with regarding the matter. Where is the atonement for Carnival not being upfront when the representative was on the phone. Carnival wants me to lose $1400.00 but what are they losing. This is unfair and it shows the lack of commitment to make matters right. I need to speak with upper management, 
  Thank you for your attention.
  Sincerely,
  ***** ******
  ************