Business Profile

Cruises

Royal Caribbean Group

Headquarters

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Complaints

This profile includes complaints for Royal Caribbean Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,412 total complaints in the last 3 years.
430 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/09/2025
Type:Sales and Advertising 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 am writing to share my concerns and frustrations about a recent experience with your phone agents while trying to use the Best Price Guarantee advertised on your website, and to request assistance in addressing a lack of reasonable accommodations for my accessibility needs.When I initially contacted your customer service team, the first representative was unaware of the Best Price Guarantee program and insisted it did not apply to my cruise. After I explained the policy and provided a screenshot directly from your website, the agent acknowledged the program and transferred me to another department after a 1015 minute ******* that department, ***** explained I was eligible for an upgrade under the Best Price Guarantee but would need to pay the price difference. I could not locate anywhere on the Royal Caribbean website where this requirement is stated, which left me very confused.Because I have a disability, I asked for a written explanation and a link to the official policy so I could review the details in an accessible format. Unfortunately, ***** informed me he could not send me this information and that Royal Caribbean does not provide such accommodations, asking me instead to locate it on my own. I found this response to be very disappointing and inconsistent with what I expect in terms of reasonable accessibility ********** resolve these concerns, I am kindly requesting the following:1.A clear written explanation of the Best Price Guarantee, including whether upgrades require customers to pay price *************** direct link to the full policy terms and conditions for my records.3.Clarification on Royal Caribbeans policies for providing reasonable accommodations for customers with disabilities.Ultimately, I am contacting you because I would like to take advantage of the Best Price Guarantee fairly, either through a proper price match, an onboard credit adjustment, or a suitable upgrade in line with the program as advertised.
Business Response
Date: 07/15/2025
Subject: Talbot 8492450
Case: 23575514
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
According to our records, this guest is in a Guarantee NQ category. This is where guests will be berthed in the lowest Neighborhood Balcony category available for three or four guests at the time the booking is assigned to a stateroom. This is also an Accessible Stateroom.
In addition, according to our records, the guest called requesting a Best Price Guarantee. However, this request was made on July ******. This is well past the final payment date of June 7, 2025. We have attached the invoice where the final payment date is clearly marked on page 2 in blue ink.
When the request for the Best Price Guarantee is made after the final payment date, we are able to offer an upgrade only if it is available for comparable cruise fare paid. There were no upgrades available at the time the guest contacted us on July 5, 2025, without additional payment needed. In addition, as of today there is also no comparable cruise fare upgrade available.
We have also included the links the guest requested:
What is the Best Price Guarantee Program? | Royal Caribbean Cruises
The terms can be found at the bottom of our website, as well as the Cruise Contract:
Cruises Amazing Cruises and Cruise Deals | Royal Caribbean Cruises

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

Royal Guest Experience Management
Initial Complaint
Date:07/07/2025
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.
Date of transaction: 5/19/2025 The amount of money you paid the business: $344.33 What the business committed to provide you: hair salon services What the nature of the dispute is: They provided styling in the salon, offered me product, I declined the product, I never received the product yet. I was charged $344.33 for a product that I never received to my credit card. They refused to refund me the money. I paid for the styling, but was charged for the product that I declined.Whether or not the business has tried to resolve the problem: They have not tried to resolve the problem. If the issue involves advertising when and where the ad was seen or heard NA
Business Response
Date: 07/11/2025
Subject: Hortop

Case: 23568236

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We would be happy to investigate this matter for Ms. ******* however,the information provided is not enough to locate her reservation. If they can provide us with their reservation number, along with the ship and sail date of the cruise in question, we will be able to locate the details and research this matter.

Thank you for your assistance. We await further reply

Sincerely,

****** **********
Royal Guest Experience Management
Customer Answer
Date: 07/14/2025
Sail Date: 15/May/2025
Booking ID: *******
Customer Answer
Date: 07/14/2025
Sail Date: 15/May/2025
Booking ID: *******
Customer Answer
Date: 07/14/2025
Reservation ID: ******************************* ID ******* Booking Date:
Attn: ***** Ship: ENCHANTMENT OF THE **** Booking Status Booked
********** Departure Date: 15 MAY 2025
***************************** Itinerary: 4 NIGHT WESTERN CARIBBEAN CRUISE

Customer Answer
Date: 07/16/2025

Complaint: 23568236

Reservation ID: ******************************* ID ******* Booking Date:
Attn: ***** Ship: ENCHANTMENT OF THE **** Booking Status Booked
********** Departure Date: 15 MAY 2025
***************************** Itinerary: 4 NIGHT WESTERN CARIBBEAN CRUISE
Business Response
Date: 07/17/2025
Subject: Hortop

Case: ******** Booking 3202267

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have been in contact with Ms. ****** regarding this concern. We believe we have found an amicable resolution.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

****** **********
Royal Guest Experience Management

Customer Answer
Date: 07/17/2025

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:07/07/2025
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 booked a cruise for Royal Caribbean, our first one. I just found out that our booking price decreased by $200 and we can get a reimbursement. That is WRONG. I went thru a travel agent who said that *** will not allow it because the final payment was already made. My final payment was due one month ago, why did the pricing now change after that? That sounds like a scam. Obviously the boat is NOT sold out if the pricing decreased. I asked the agent for a complimentary upgrade, and *** said no. I tried to reach out to *** on my own and they said it's the responsibility of the travel agent who said they reached out to *** and they said no.The pricing went down. I either want the refund or a complimentary upgrade. Give me the drink package complimentary.Please advise soonest.
Business Response
Date: 07/11/2025
Subject: Kelly

Case: 23564125

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We would be happy to investigate this matter for Ms. ****** however, the information provided is insufficient to locate her reservation. To proceed, please kindly provide her reservation number, along with the ship name and sail date of the cruise in question.  Once we receive this information, we will be able to locate the reservation details and conduct a thorough review.

Thank you for your assistance. We look forward to your reply.

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:07/06/2025
Type:Service or Repair 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.
July 6, 2025 To whom it may concern:I just got off the phone with two different agents from the Royal Caribbean reservations. The purpose of my call was to have my reservation cost lowered(Reservation #*******), as I have done in the past. I have included 2 of the reservations prices with a difference in the two.The first ********* I spoke to seemed to not understand what I was wanting to do. I explained it to him several times and the end result was him changing my reservation from an assigned suite (1548) to a suite guarantee. He was extremely rude during most of our conversation. He abruptly disconnected the call. I have spoken to several agents over the years and have never been treated so poorly. I called right back and spoke to ***. I asked her to speak to a supervisor and was told there were none available. I explained to her what had happened with the prior call. I provided her with the cabin number and she stated I was no longer assigned to that cabin and if I wanted that cabin it would cost more. I explained to her that the change was done without my permission. She then stated I would have to speak to someone from the resolutions team. I asked to be transferred but she stated they were closed since it was a Sunday afternoon.I dont know if that agent was having a bad day or thats just the way he treats people, but for whatever reason I should not have been treated in that manner. Hopefully the resolutions team will be able to correct what he did.
Business Response
Date: 07/11/2025
Subject: Colquitt
Case: ******** Booking #*******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We have been in contact with Mr. ******** regarding this concern and believe we have reached an amicable resolution.

Thank you for bringing this matter to our attention. After a thorough review, we consider this case resolved.

Sincerely,

****** **********
Royal Guest Experience Management
Customer Answer
Date: 07/14/2025

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:07/03/2025
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 am writing to formally express my disappointment regarding the way my recent booking mistake was handled. On June 29th, I accidentally booked the wrong cruise and immediately realized my error within minutes of submitting the $200 deposit. I promptly contacted Royal Caribbean to explain the situation, hoping for understanding and assistance in correcting this honest mistake. To my surprise, I was informed that I would be charged a $200 change fee ($100 per person) just to fix the booking. I was also told that if I chose to cancel instead, I would still lose the $200 deposit as a cancellation penalty.This was clearly a human error that I recognized and tried to fix right away. I understand that policies exist, but compassion and flexibility in situations like this should also matter; especially when the mistake was caught and reported immediately. I have every intention of cruising with Royal Caribbean, but this experience has made me feel that customer loyalty and basic understanding are not valued. I respectfully request that you reconsider this penalty and allow me to either switch the booking without an excessive fee or apply my deposit to the cruise I have on hold with you all for the same exact day of departure. I hope to continue sailing with Royal Caribbean, but fairness in situations like this is key. My reservation number is *******. FREEDOM OF THE **** Sailing Date: 15 NOV 2025 Departure Date: 15 NOV 2025 Cruise Duration: 05 Nights Itinerary: 5 NIGHT EASTERN CARIBBEAN CRUISE The cruise I would like the deposit to be switched to is ****** Issue Date: 30 JUN 2025 Ship: EXPLORER OF THE **** Sailing Date: 15 NOV 2025 Departure Date: 15 NOV 2025 Cruise Duration: 05 Nights Itinerary: 5 NIGHT WESTERN CARIBBEAN CRUISE Thank you for your time and understanding. I look forward to your prompt response.
Business Response
Date: 07/09/2025
Subject: ******** ** ******* & ******
Case: 23551910

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
According to our records, the guest reserved a sailing on the Freedom of the Seas, on 6/24/25, reservation #*******. This was done online by the guest and was booked under the Non-Refundable Deposit Program. Therefore,there will be a $200.00 USD penalty if this reservation is canceled. We have attached the invoice, which is clearly stated on page 1 of the document.
In addition, according to our records, reservation # ******,for the Explorer of the Seas, is a canceled reservation. There was no payment on this reservation, therefore it was canceled on 7/5/24.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

Royal Guest Experience Management
Initial Complaint
Date:07/03/2025
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 airfare via Royal Caribbeans Air2Sea program. I used the assistance of a travel agent (TA), I traveled as part of a group. The flight I agreed to purchase was nonstop ******* to ******, premium economy. TA advised group the nonstop flight was canceled and to watch for email advising of change. Seventeen (17) passengers of group were switched to ******* to *** to ******. My daughter and I were switched to ******* to ****** to ******. In spite of numerous telephone calls from both TA and I, Air2Sea couldnt explain how we were separated from group and attempted to charge me more money to join ******* to DFW to Venice flight. My daughter and I traveled ******* to ****** premium economy. After another change to connecting flight, I learned we were traveling STANDBY from ****** to ******. We were placed in economy. There was no complimentary services in this section of plane (there was an upgrade section), in addition to the change in class we arrived at destination hours later than original flight.Ive attempted to address this concern with Royal Caribbean. I get acknowledgement emails which punt the concern to the *** Ive advised the ** isnt assisting. Royal Caribbean seems to think this is not their concern to address. I disagree and want Royal Caribbean to work with me for restitution.
Business Response
Date: 07/07/2025
Subject: ***** - Case #********

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We are sorry to hear that Ms. ***** continues to experience difficulties. Please be advised that Royal Caribbean International maintains contractual agreements with our partner travel agencies. These agreements specify that we cannot release reservation details or make changes to bookings without the explicit consent and knowledge of the agency.

We regret any inconvenience caused; however, we are bound by these contractual obligations and are unable to breach them.

Thank you for bringing this matter to our attention. After a thorough review, we consider the issue resolved.

Sincerely,

Royal Caribbean International
Customer Answer
Date: 07/07/2025

Complaint: 23551715

I am rejecting this response because: who is the alleged agency which holds the contract in question. Please ask RRCL to share this information.

Sincerely,

********* *****
Business Response
Date: 07/08/2025
Subject: *****/ *******
Case: 23551715

Thank you for forwarding a follow-up complaint filed with your agency.We appreciate this opportunity to respond.

According to our records, this reservation was made by a *************. Due to legal and privacy issues the guest must contact the travel agent regarding any issues related to this booking *******. We apologize for any disappointment this may cause.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

Royal Guest Experience Management

Customer Answer
Date: 07/11/2025

Complaint: 23551715

I am rejecting this response because: I submitted this information to the Travel Advisor after the initial response via BBB. She said she did not know I/we would be identified as Standby passengers. She indicates Air2sea or Iberia made the changes without her knowledge.
Im not sure how this back and forth is productive.
I paid extra (premium economy) but didnt get the benefits of premium economy during the second leg of the journey nor was I given the opportunity to make other arrangements because Air2Sea failed to acknowledge the cancellation even when the Travel Advisor attempted to assist.
Air2Sea made travel arrangements as if I/we were in jeopardy of missing the cruise when the facts are I/we travelled days prior to sailing.
Air2Sea performed a bait and switch transaction. The originally purchased flight was cancelled MONTHS prior to departure but ******* insisted the flight was confirmed just as Air2Sea insisted our travel arrangements were confirmed. If our travel was confirmed we would not have been identified as Standby passengers.

Sincerely,

********* *****
Initial Complaint
Date:07/02/2025
Type:Customer Service 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 have been trying to change the cabin assigned or upgrade, however; they refuse to talk and discuss the options. I submitted several Royal Up upgrades, and while they're not guaranteed, I remain hopeful. With only 29 days to go, my loyalty as a cruiser (7 cruises) I feel an upgrade or change can be worked on. I trust that theres more to discover beyond customer service calls and chats with bots. Sailing Date: 2025-07-25 Ship Name: Anthem of the Seas Reservation: #*******
Business Response
Date: 07/07/2025
Subject: **** - Case #******** / Booking #*******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

Once the guest has submitted their request, please be advised that, in accordance with our policies, the processing time for inquiries related to the Royal Upgraded program generally takes approximately one week prior to the cruise. Depending on operational circumstances, communication may occur a few days earlier or closer to the departure date. Please note that there is no guarantee the Royal Upgraded request will be granted, as all requests are subject to review.

Once the guest has been granted the upgrade, Royal Caribbean will notify the guest directly via email with further details as the sailing date approaches.

We appreciate your patience and understanding during this process. Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

Royal Guest Experience Management
Initial Complaint
Date:07/02/2025
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 have been trying to get MY own reservation linked to my app and also my daughters for over a week several phone calls to customer service and done everything they have asked sent message to royal Caribbean with no response or resolution I leave in ************************************************************************************* internet not being able to link my OWN reservation to my acct and my daughters to my acct and also being able to link my friends for reservations. This is truly frustrating and sad this is my third royal carribean and I have another in November that at this point I want to cancel if no one is willing to help and cost me extra time money and feustration I feel I need this FIX ASAP and I should get the original sales price for the drinks and internet I was going to get and a chance to get some events on boat I havent been able to since I cant do with my party and or myself as wont allow me to link
Business Response
Date: 07/07/2025
Subject: JAROS
Case: ******** Booking # *******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

Please note that this case has been escalated to ensure expedited resolution. We expect to receive an update within 3 to 5 business days. We apologize for the delay and any inconvenience caused.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

Royal Guest Experience Management
Initial Complaint
Date:07/02/2025
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 family and I went on a cruise with Royal Caribbean on February 16 - 23. On February 24th I received an invoice from the cruise line via email. On it was several unauthorized transactions. There were 28 charges of $18.50 for a "gratuity". Also 3 charges of $51.75 and one of $40.50 for "shore excursion". I am requesting a refund to my credit card in the total amount of $713.75. I have called Royal Caribbean regarding these unauthorized charges and they refused to discuss the charges. I have also tried refuting the charges with my credit card company, but they have denied my claim with little to no research or effort.
Business Response
Date: 07/03/2025
Subject: Brown
Case: ******** Booking #*******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to review and respond to your concerns.

We are sorry that this situation remains a concern for Ms. ****** However, please be advised that our decision will not be amended.

We regret to hear that the guest was dissatisfied with certain aspects of her experience. Please note that while gratuities are at our guests discretion, our pre-paid gratuity program is offered as a convenience.

Unfortunately, gratuities are non-refundable once the sailing has concluded, as these amounts are allocated to our staff. If a guest chooses to opt out of gratuities, this should have been communicated to our guest services team while onboard. In this case, we were not informed that the guest wished to opt out.

Our intention is never to disappoint our guests. We make every effort to provide clear information, including details outlined in the booking invoice sent to the guest, which clearly states our cruise line policies regarding gratuities.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

Royal Guest Experience Management

Customer Answer
Date: 07/07/2025

Complaint: 23546221

I am rejecting this response because: I provided my credit card to purchase the internet package only. I was not informed that it would be kept on file and used on unauthorized transactions. I was not informed that a gratuity of $80 per day was going to be charged. I didn't know to opt out during the sailing because I had no knowledge of the charges until hours AFTER the sailing had completed via an emailed invoice.
Also I had prepaid for an excursion. During that excursion I was told we couldn't snorkel because of the weather conditions. I was told I would be given a refund for the snorkeling since it had been canceled. Per the invoice i received after the sailing, I was refunded but then charged again the next day. I am entitled to a refund of the excursion charges as well as all gratuity charges. Gratuity is at customer discretion and I DID NOT authorize any of those charges.

Sincerely,

***** *****
Business Response
Date: 07/08/2025
Subject: ****** 6606551
Case: 23546221

Thank you for forwarding a follow-up complaint filed with your agency.We appreciate this opportunity to respond.
Once again, we sincerely apologize for any confusion and frustration caused to the guest by the gratuities. However, as part of our standard policies, gratuities are automatically added unless customers opt out during the sailing. The gratuity charges are communicated at the time of booking, on the billing statements, and it is also clearly stated in the Guest Ticket Booklet on page 7 (see attached). The Guest Ticket Booklet was sent to the guest and accessed by the guest on January 17, 2025. Therefore, we are unable to offer any refund for gratuities. This is our final decision.
In addition, the guest was refunded for the 4 Shore Excursions that were pre-purchased in the amount of $215.96 on the folio. The additional charges for Shore Excursions purchased on February ******* are not the same. Therefore, we are unable to offer any refunds regarding the Shore Excursions purchased on February 20, 2025. This is also our final decision.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

Royal Guest Experience Management
Initial Complaint
Date:07/01/2025
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 purchased $2000 in Royal Caribbean gift cards from Prezzee for an upcoming cruise in September. Upon calling Royal Caribbean I was told these were gift certificates and I would have to send an email to ************************************************ and send a copy of the gift cards. There isn't any way to call and they only reply you get is computer generated. I would like my $2000 applied or a refund issued as the details of this being a certificate or needing a deposit was not made clear at the time of purchase. My reservation number is *******.
Business Response
Date: 07/08/2025
Subject: Case #******** / Booking #*******

Dear Ms. ******************************** you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We have been in contact with Ms. ****** regarding her concerns, and we believe we have reached an amicable resolution.

Thank you for bringing this matter to our attention. After a thorough review, we consider it resolved.
Sincerely,

****** **********
Royal Guest Experience Management
Customer Answer
Date: 07/08/2025

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,

****** ******

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Royal Caribbean Group is NOT a BBB Accredited Business.