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:07/21/2025

  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.

  On 07/12/2025, I boarded the Carnival Dream ship for a 8 days cruise. Starting day one, there was nauseating smell of urine and we reported the issue. The crew would scrub the carpet several times and using fans to dry the carpet. Then 24 hours later the same issue but this issue is continuous. I had to go a relative on and off. ****** was my ******* and slept on the same sheets for the full cruise. On 07/19/2025, I went to the Casino and tried to charge $100.00 from my room and received an error message EFT is not permitted, please contact the casino staff. I asked ******* about the error message and he had to speak to his supervisor. ******* returned telling me you cashed out instead of using the previous charge to the room. I need to play on 2 machine before I should cash out. I was embarrassed, humiliated and offended. I explained to him that I played on all the slots so me cashing out shouldnt be a problem. Id spent over $300.00 on slots in the casino. Its my money and should be able cash out when I want to. Carnival shouldnt be forcing cruiser to use all their money in the bank so they can feed their bottom line. Carnival Cruise line is making more greedy changes to meet their bottom line. I left this cruise more stressed and discouraged about booking with Carnival again. Especially when *** is allowing us to keep their Platinum level matching prices.

  Business Response

  Date: 07/22/2025

  Thank you for your detailed feedback. Were truly sorry that aspects of your cruise did not meet expectations, and we understand your disappointment regarding the stateroom condition and your experience in the casino.

  Please know that your concerns have been thoroughly reviewed and shared with the appropriate departments to ensure they are addressed internally. We recognize the importance of providing a comfortable and enjoyable onboard experience and regret any inconvenience you encountered.

  While we value your loyalty and appreciate you bringing these matters to our attention, we must respectfully advise that we are unable to fulfill your request for a complimentary cruise with an additional Sail & Sign credit. We hope you understand that compensation decisions are carefully considered based on the nature of the concerns reported.

  That said, we truly hope to have the opportunity to welcome you back on a future sailing, where we can provide the memorable experience you rightfully expected.

  Sincerely,

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

  Customer Answer

  Date: 08/01/2025

  Its odd that BBB would call me personally to respond to Carnivals complaint. If BBB would call to make sure I see it, they could have explained the content. However, I rejected the response.

  Customer Answer

  Date: 08/01/2025

  Are working for Carnival? Although balcony cabin is what I preferred, i felt I was vacationing in the room with urinals/sewer with urine smell. Carnival always charge a gratuity on the customers bill for service for my cabin. THIS WAS THE WORSE CRUISE IVE BEEN ON IN ALL THE YEARS CRUISING WITH CARNIVAL. My cabin wasnt clean very well and the linen was reused from the previous cruise. I pulled them off the bed and asked to have everything with clean linen. Then the casino block the card because I cashed out. 
  Carnival does not feel some compensation isnt warranted. Unbelievable!

• 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: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.

  My elderly parents, ***** ***** (age 80) and **** ***** (age 85), were denied boarding on the Carnival Panorama sailing from **********, **, on July 13, 2025, despite arriving on time and having fully paid, documented reservations.While en route to the port, we experienced a limousine tire blowout. Upon arrival, Carnival staff accepted and loaded their luggage which contained their travel documents, prescription medications, and my fathers CPAP machine onto the ship. However, the ****** ran off with the bags before documents could be presented, and no one verified boarding status before removing their essential items.Although I was allowed to board, my parents were denied entry. Their luggage, medication, and life-sustaining sleep apnea device remained onboard, causing a dangerous and traumatic situation. When they explained the need for their medication, a Carnival supervisor told them to go to the ** instead of retrieving their bags an unacceptable response.I located their luggage later in a hallway and secured it in my stateroom, but their assigned cabin was reportedly resold, and ************** refused to allow them to rejoin the cruise in *******************, citing the ship was full even though Carnival had already accepted their belongings and payment.This was their first cruise and it was deeply distressing. I am not seeking a refund I am requesting a full Future Cruise Credit for ***** and **** ***** due to gross mishandling and denial of safe, paid passage. I have power of attorney and am acting on their behalf.

  Business Response

  Date: 07/21/2025

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

  We are truly sorry for the unfortunate events and distress her parents endured, especially as this was meant to be their first cruise experience. We recognize how concerning and frustrating it must have been for them to be denied boarding after their luggage including important medications and a CPAP device had already been taken onboard. We also regret the difficulty they encountered in attempting to recover those essential items and the lack of appropriate support offered by our team at that time.

  We ask that they please accept our sincere apologies for the handling of the situation and the impact it had on her parents well-being and peace of mind. This is not the experience we aim to provide, and her feedback has been shared with the appropriate teams to ensure we identify areas for improvement, particularly when it comes to handling urgent guest needs during embarkation.

  While we recognize her parents were not able to sail as planned and that this was their first cruise experience, we must respectfully advise that, based on the circumstances and policies in place, we are unable to honor her request for a Future Cruise Credit. We do understand how disappointing this must be, and we sincerely apologize for the frustration this situation caused her family.

  We thank ******* again for bringing this to our attention and for advocating on her parent's behalf. We hope to have the opportunity to restore their familys confidence in the future.

  Sincerely,

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

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23625227
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Thank you for acknowledging the trauma my elderly parents experienced. However, Carnivals refusal to offer even a future cruise credit after admitting your staff mishandled their essential medication and CPAP device is deeply disappointing.
  
  
  You acknowledge fault, but offer no resolution not even an opportunity to re-experience what was supposed to be their first and possibly only cruise. Your ****** took their documents without confirming their boarding status. Staff refused to retrieve their critical medical items. My father was left without his sleep apnea machine, and both were told to go to the ER.
  
  
  We are not asking for a refund only a reasonable gesture to restore their confidence. Denying that after you admit procedural failure is unacceptable. We will continue to pursue resolution through the Florida Attorney General, *** channels, media, and consumer protection forums.
  
  
  We respectfully request Carnival reconsider and issue a Future Cruise Credit for ***** and **** *****.
  
  
  Sincerely,
  ******* *****
  
  
  

  Business Response

  Date: 07/22/2025

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

  We remain genuinely sorry for the distress her parents encountered on what should have been a memorable and enjoyable first cruise. We understand how upsetting it was for them to be denied boarding, particularly after their belongings including essential medical items were already accepted onboard.

  While we acknowledge her frustration and sincerely regret the impact this situation had on her family, we must respectfully reiterate that guests are required to present proper travel documentation prior to boarding. Unfortunately, without the required documents in hand at the time of check-in, her parents were not able to meet the necessary criteria for embarkation.

  While we empathize with the circumstances, we are unable to extend compensation or a Future Cruise Credit, as the denial of boarding was in line with established policy.

  We appreciate her understanding and again thank you for bringing this to our attention.

  Sincerely,

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

• 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:07/18/2025

  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.

  We booked a trip back in March original booking #W9RB35 - I called in with concerns about our childs health and wanting to discuss safety for her transporting in and out of the ship and issues like this. During this call I asked some questions about other options and was told that they could look into a different sailing to see about changes - I NEVER consented to actually moving the sailing and while waiting on hold the line disconnected. The agent apparently went and changed our sailing date without our consent and we suddenly did not have a vacation at all. I caught it because we got a weird email and I logged in to our account - I called back and spent the entire day fighting with five departments about this. Eventually they all agreed that this was Carnivals fault entirely but that the ship was sold out and they could try to offer me a inside room even though I paid for a balcony room. I told them that this was unacceptable and spent another 2-3 hours on the phone fighting again to get a balcony room assigned even though the whole time all of this was again caused by Carnival and their fault They put us on a different booking - HN 66F0 this whole time so we also lost all our wifi, drinks, shore excursions and everything we had booked paid for and planned to do... and they gave us a room in the middle of the atrium - the loudest busiest worst place on the ship - we spent hours reading reviews about how horrendous the experience would be...I have tried reaching out to the ambassador **** ***** via ********, calling every department and talking to the ship sailing reconciliation team - all while every employee I talk to says they agree that this is Carnivals fault yet the situation stays the same- take the room or not and lose all the money - Carnival should not be able to take their customers out of a booking without an agreement and then tell them they are s*** out of luck and do nothing to help them. We have tried everything to have this resolved.

  Business Response

  Date: 07/24/2025

  BBB COMPLAINT #********
  Carnival Magic 07/19/2026
  Booking # W9RB35  
  Consumer: ******, *****

  Thank you for the opportunity to respond.
  
  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: 07/24/2025

   
  Complaint: 23620088
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/24/2025

  Thank you for the opportunity to respond again.
  
  We are sorry to learn that you remain displeased and although we empathize with your position 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 this is our final disposition. At this point, we must advise, we will no longer be responding to correspondence related to this matter and apologize for any further disappointment.
  
  We appreciate your understanding.
  
  Kind Regards,
  Carnival Cruise Line

• 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:07/17/2025

  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 purchased a cruise confirmation, BK81M4, for a 5-day *************** aboard the Carnival ******* sailing on June 3, 2025. I reached out to Carnival on May 28, 2025, requesting a cancellation and refund due to my spouse being hospitalized. I spoke with ****** *****, who said I needed to pay a cancellation fee of $500 and send my spouse's medical papers via email, which I did on May 29, 2025. I was told I would receive my refund within three weeks, it has now been seven weeks and I still have not received a refund. I've tried reaching out to ****** on multiple occasions; however, my calls have gone unanswered. On June 6, 2025, I received a refund for the excursions I purchased and the fun shops (drink package); however, I have yet to receive a refund for the payment of the cruise itself.****** ***** phone Numbers ************** ************** Email I sent the medical documents too:*********************************************************************************

  Business Response

  Date: 07/18/2025

  BBB COMPLAINT # ********
  Carnival Firenze 06/03/2025
  Booking #BK81M4
  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.
  
  The booking was cancelled within 100% penalty and did not include Carnival Vacation Protection thus standard penalties applied. Guest can send in her medical documentation to ********************************** for a review but there are no guarantees compensation can be given as she had an option to purchase the Vacation Protection. Please be aware that ****** ***** is not a Carnival representative and has not forwarded any emails to us.  
  
  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

• Initial Complaint

  Date:07/16/2025

  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.

  I booked a cruise over the phone and the representative put wrong information for one of the guests. After i was aware of the mistake i called to have it rectified, to which they told me correcting it would cost an additional hundreds of dollars. After speaking with a supervisor they were willing to lower the cost of correcting their mistake. But still require payment for a representative error .

  Business Response

  Date: 07/16/2025

  BBB COMPLAINT #********
  Carnival Venezia 09/18/25
  Booking # FF74Q3
  Consumer: Mororui, Matthew 
  
  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 are unable to amend bookings via correspondence and we see that there are two guests in the booking with the same name and date of birth. We advise the guest to contact our service team and they will be more than happy to assist in the matter of correcting. 
  
  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