Complaints

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

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• 

  Royal Caribbean Group

  1050 Caribbean Way Miami, FL 33132-2028

• 

  Royal Caribbean Group

  1007 North American Way Miami, FL 33132

• 

  Royal Caribbean Group

  14700 Caribbean Way Miramar, FL 33027-4161

• 

  Royal Caribbean

  815 Channelside Dr Tampa, FL 33602-4200

• 

  Royal Caribbean International

  4729 S Palisade St Wichita, KS 67217-4925

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:08/28/2024

  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 went on a cruise from June 27, 2024, to July 4, 2024, on Oasis of the Seas. I settled my bill, which amounted to $30,355.73, but four days later, I discovered an additional $26,000 charged to my credit cards. Despite my immediate action and reassurances from Royal Caribbean's guest relations that these were just "holds," my credit card companies confirmed that these were actual charges, not pending, as I was led to believe. I wrote to the CEO, ***************, to get this resolved. ******************************* responded via email on his behalf. **************** continued to assure me that they were "holds" and would eventually come off. After 30 days, he gave me "codes" to give to my credit card company to release these extra charges. However, my credit card company told me that Royal Caribbean had already taken my money. I put in a dispute with my credit card companies, ****** Barclays, and Bank of America. My credit card company told me that Royal Caribbean's Bank gave them receipts I allegedly signed in the casino. I asked to see copies of what Royal Caribbean sent, and so far, I have seen three credit card receipts for $5,000 each. They told my credit card company that I chose to use my credit card instead of my Sea pass and charged $5,000 directly to my credit card. One of these receipts shows a charge of $5,000, and one hour later, another $ 5000 at a gaming table. First, I never used my credit card anywhere on the ship and only gave it to guest relations. I only used my sea pass always! I also only used cash at the tables. If I used my credit card at the gaming table, as Royal Caribbean Bank claimed, then it should be on video! The last email I received from the **************** was on August 7, 2024. I have tried to reach out to them but have not receives a response.I attached my billing statement from Royal Caribbean and my credit card statements showing the discrepancy of what they charged me. Also attached are emails from the executive office of Royal Caribbean.

  Customer Answer

  Date: 08/28/2024

  I tried to attach copies of my credit cards statements so you can see the over charges, but having difficulty.  I can fax them if that is possible?

  Customer Answer

  Date: 08/29/2024

  Hi i am not sure how to use this correctly, but trying to answer a question of weather i want to add more documents and the answer is yes, but it would not accept them because it was too large, so wanted to know if i could fax them. Will i eventually be able to speak to a *** at BB?

  thank you

  ***********************;

  Business Response

  Date: 09/04/2024

  Subject: *******/1625195
  Case: 22207182
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  According to our records, when ****************** first contacted us on 7/9/24 regarding any holds on her credit card accounts. There were numerous. This was due to the nature of the onboard spending. However, the holds have long since been removed.
  
  In addition, the disputed $26,000 USD also spent in the casino on 4 different credit cards are valid charges. We do have the signed and approved receipts for the charges for a total of $26,000 USD. These were not charges placed via the onboard spending card (SeaPass) but in addition to the SeaPass charges. Therefore, since these are valid charges, we are unable to offer any refund.
  
  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: 09/04/2024

  I just read Royal Caribbean's response. First, they told me from the beginning that any charges over $30,355.73 would come off. $26,000 did not! I believe I provided you with that letter from the executive office! 
  
  Royal Caribbean's policy is a cashless system. Every purchase, even gambling, is billed to your sea pass. Your seapass is connected to your credit card, which you provide to guest relations. This is a fundamental aspect of their 'cashless' system, crucial to understanding the situation. 
  
  I gambled too much, but it was always through my SeaPass and cash! I regret being stupid enough to allow the casino manager, *****, to walk me to guest relations to have me take my credit card off and on in an attempt to take the $1,000 spa charge off. I feel that was deceitful as well. I was alone on this cruise, and I feel I was taken advantage of! I am so disappointed with the executive office, as I have been on many Royal Caribbean cruises and never encountered a problem with billing! Someone must know who ******* and ****** are, as it is their names who submitted these erroneous charges! Maybe they have the money?
  
  These charges are not included in Royal Caribbean's credit card receipt or my final billing statement. They never provided receipts for these extra charges while on the ship or when I settled my bill at the end of the cruise. Why not, and how is that even fair or legal?
  
  Most Importantly, if I used my credit card in the casino as they alleged, then it should be on video!!!! They claim they have visual proof, but instead, they sent my credit card company a picture of me on my sea pass card. No one uses their credit card in Royal Caribbean Casino, and if I did, it would stand out because it is not their policy. I should be provided with that proof!!! 
  
  Please let them know that since they stopped responding to me, I will not give up until they refund my $26,000. I will not allow them to get away with this!

  Customer Answer

  Date: 09/04/2024

  Sorry one more thing!! Royal is saying there were numerous holds that came off, there were no holds ever!!! Only these erroneous charges fir $26,000

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22207182
  
  I just read Royal Caribbean's response. First, they told me from the beginning that any charges over $30,355.73 would come off. $26,000 did not! I believe I provided you with that letter from the executive office! 
  
  Royal Caribbean's policy is a cashless system. Every purchase, even gambling, is billed to your sea pass. Your seapass is connected to your credit card, which you provide to guest relations. This is a fundamental aspect of their 'cashless' system, crucial to understanding the situation. 
  
  I gambled too much, but it was always through my SeaPass and cash! I regret being stupid enough to allow the casino manager, *****, to walk me to guest relations to have me take my credit card off and on in an attempt to take the $1,000 spa charge off. I feel that was deceitful as well. I was alone on this cruise, and I feel I was taken advantage of! I am so disappointed with the executive office, as I have been on many Royal Caribbean cruises and never encountered a problem with billing! Someone must know who ******* and ****** are, as it is their names who submitted these erroneous charges! Maybe they have the money?
  
  These charges are not included in Royal Caribbean's credit card receipt or my final billing statement. They never provided receipts for these extra charges while on the ship or when I settled my bill at the end of the cruise. Why not, and how is that even fair or legal?
  
  Most Importantly, if I used my credit card in the casino as they alleged, then it should be on video!!!! They claim they have visual proof, but instead, they sent my credit card company a picture of me on my sea pass card. No one uses their credit card in Royal Caribbean Casino, and if I did, it would stand out because it is not their policy. I should be provided with that proof!!! 
  
  Please let them know that since they stopped responding to me, I will not give up until they refund my $26,000. I will not allow them to get away with this!
  
  Sorry one more thing!! Royal is saying there were numerous holds that came off, there were no holds ever!!! Only these erroneous charges fir $26,000
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/05/2024

  Subject: *************************
  Case Number: 22207182       Booking #: *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We have conducted an extremely thorough review of this reservation and provided the guests bank with receipts signed by the guest. We have verified the charges as authentic based on these documents. If the guest believes there is further issues, she will need to contact her bank.  
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  
  Guest Experience Management
  *********************;

  Business Response

  Date: 09/05/2024

  Subject: *************************
  Case Number: 22207182       Booking #: 1625195
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We have conducted an extremely thorough review of this reservation and provided the guests bank with receipts signed by the guest. We have verified the charges as authentic based on these documents. If the guest believes there is further issues, she will need to contact her bank.  
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  
  Guest Experience Management
  *********************;

  Customer Answer

  Date: 09/05/2024

  They told my credit card company that they have visual proof of me signing my credit card in casino gaming table.  Please ask them to provide me with that proof? One of the receipts has me signing for $5,000 and one hour later another $5,000  there are cameras everywhere in the casino, they should have no problem with providing proof.  Otherwise i will be left with no other choice but to contact law enforcement and the media!

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22207182
  
  They told my credit card company that they have visual proof of me signing my credit card in casino gaming table.  Please ask them to provide me with that proof? One of the receipts has me signing for $5,000 and one hour later another $5,000  there are cameras everywhere in the casino, they should have no problem with providing proof.  Otherwise i will be left with no other choice but to contact law enforcement and the media!

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

  Business Response

  Date: 09/06/2024

  Subject: *************************
  Case Number: 22207182    Booking #: 1625195
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  That is correct, the receipts provided have the guests signature and an internal review has been done. Legally, Royal Caribbean is not allowed to provide video recordings to guests, without a subpoena. While we aim to resolve all issues, we understand that guests reserve the right to pursue other avenues.
  
  Thank you for bringing this matter to our attention. We look forward to hearing back.
  
  Sincerely,
  
  
  Guest Experience Management
  *********************;

  Customer Answer

  Date: 09/06/2024

  Despite their claim of a comprehensive investigation, there is a significant discrepancy between what the executive office says and what the bank is telling my credit card companies. I also find it interesting that through this correspondence, they never mentioned reviewing the surveillance footage of me using my credit card at a gaming table, only mentioning validating the receipts. The only footage of me at the gaming table would be of me using cash, as I was unaware that you could even use your sea pass at the gaming tables and never heard of using your credit card in the casino. I used my sea pass on the slot machines and the cash I won (over $57,000). Some of this cash was used at the tables, but my main focus was the slots. The other footage would show your casino manager, *****, escorting me to guest relations several times. I now feel exploited due to my solo status on the ship. 
  
  They suggested I discuss this with my bank. Well, I did put in disputes, but the banks also do not care, and a receipt from a huge corporation was enough for them, despite the fact that no one uses their credit in the Royal Caribbean casinos. 
  
  As a result of what I can only describe as incompetence or fraud, I find myself 'temporarily' out of pocket by a staggering $26,000. 
  
  The manner in which the executive office has handled this situation is not just unacceptable; it's a gross injustice. 
  
  So, to answer your question, BBB, I am highly dissatisfied and unhappy with how Royal Caribbean has handled this issue.  I refuse to believe that I am the only victim of fraud or incompetence, and I am prepared to take this matter to court to seek justice!

  Customer Answer

  Date: 09/06/2024

  Yes please re-open this complaint and provide Royal caribbean with the following 

  Despite their claim of a comprehensive investigation, there is a significant discrepancy between what the executive office says and what the bank is telling my credit card companies. I also find it interesting that through this correspondence, they never mentioned reviewing the surveillance footage of me using my credit card at a gaming table, only mentioning validating the receipts. The only footage of me at the gaming table would be of me using cash, as I was unaware that you could even use your sea pass at the gaming tables and never heard of using your credit card in the casino. I used my sea pass on the slot machines and the cash I won (over $57,000). Some of this cash was used at the tables, but my main focus was the slots. The other footage would show your casino manager, *****, escorting me to guest relations several times. I now feel exploited due to my solo status on the ship. 
  
  They suggested I discuss this with my bank. Well, I did put in disputes, but the banks also do not care, and a receipt from a huge corporation was enough for them, despite the fact that no one uses their credit card in the Royal Caribbean casinos. 
  
  As a result of what I can only describe as incompetence or fraud, I find myself 'temporarily' out of pocket by a staggering $26,000. 
  
  The manner in which the executive office has handled this situation is not just unacceptable; it's a gross injustice. 
  
  So, to answer your question, BBB, I am highly dissatisfied and unhappy with how Royal Caribbean has handled this issue.  I refuse to believe that I am the only victim of fraud or incompetence, and I am prepared to take this matter to court to seek justice!
  

• Initial Complaint

  Date:08/27/2024

  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 purchased a cruise from Royal Caribbean International for 8/24/24 to 8/29/24 for $1467.86 around May 31, 2024. A $200 deposit was made prior and then the balance paid $1227.86 in full. The ship was Independence of the Sea. This was for a birthday celebration for myself and my son. I explained that this was my first cruise and I knew nothing about cruising. I purchased a promenade view interior room 2T7309. Birthday celebrations on *******. My luggage was taken at the curb of the ********** by a Royal Caribbean staff. He said it would be put by my cabin door for me. I was denied access to the ship and requested that my and my son's luggage be returned to us. I was told to go across the room and sit down and wait for staff to bring it. I waited 1 hour and 30 minutes. It was never returned to me. ****** the female at the counter said she would mail the luggage back to me with the mailing address that they have on file when the ship returned. I explained to her that my medication, and money was in the bag and that I had nothing. She said it will be mailed back. We were then told we had to leave the port and were escorted outside with just the clothes on our backs. This is a horrible way to treat a senior citizen. When I returned home I tried to call back to get my luggage and was told that I have to file lost and found report with *************** and pay to have my luggage mailed to me. I received nothing for my money and had my luggage, medications, money, keys, etc all appropriated from me. There has been no attempt to resolve any of these issues.

  Business Response

  Date: 08/30/2024

  Subject: ***** *****
  
  Case Number: 22202882       Booking #: *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  The requirements that dictate proper forms of travel documents, are required by government regulations and policies. It is the sole responsibility of the guest to identify and obtain all required travel documents and have them available when necessary. This is outlined in the guests ticket contract and on our website. We  kindly request guest follow protocol to avoid unexpected occurrences, as we facilitate the boarding process. We have confirmed our Luggage Team has advised the guest,via email ***********, on their next steps. Guest should follow the prompts provided to have their luggage shipped promptly.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  
  Guest Experience Management
  ***** Ulloa 

  Business Response

  Date: 08/30/2024

  Please see the guest's ticket booklet and booking invoice, which advises of guest's responsibility. 

   

  Thank you

  Business Response

  Date: 08/30/2024

  Please see the guest's ticket booklet and booking invoice, which advises of guest's responsibility. 

   

  Thank you

  Customer Answer

  Date: 09/12/2024

  Hello *****, 

  I went to the library to get help to contact you. I have never seen the information you mailed me in ******* pdf. I did not know any of this information until you mailed it to me. I am trying to send you the airline information that I spent $603.90 to get to ***** and back. I spent 2 nights at the *********** and Suites 8/24/24 $207.40 and 8/25/24 for $178.93. The credit card statement has not come in yet but I called to get it. I also paid *********** $168.17 for the luggage they forced me to report lost. They took it from me at the curb and it was never lost. I think they take advantage of seniors and treat us poorly because we don't use the latest technology. I don't think they should be able to just take my money and give me nothing. I should get a refund or be able to take the trip at a later date since I have already paid for it. They caused the second night of hotel expense, lyft fees, and Chargerback expense. Please help me to get a refund. I explained to them that I was a first time cruiser and didn't use e-mail. This was to be a birthday celebration. I do not consider this settled. 

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22202882
  
  Hello *****, 
  
  I went to the library to get help to contact you. I have never seen the information you mailed me in ******* pdf. I did not know any of this information until you mailed it to me. I am trying to send you the airline information that I spent $603.90 to get to ***** and back. I spent 2 nights at the *********** and Suites 8/24/24 $207.40 and 8/25/24 for $178.93. The credit card statement has not come in yet but I called to get it. I also paid *********** $168.17 for the luggage they forced me to report lost. They took it from me at the curb and it was never lost. I think they take advantage of seniors and treat us poorly because we don't use the latest technology. I don't think they should be able to just take my money and give me nothing. I should get a refund or be able to take the trip at a later date since I have already paid for it. They caused the second night of hotel expense, lyft fees, and Chargerback expense. Please help me to get a refund. I explained to them that I was a first time cruiser and didn't use e-mail. This was to be a birthday celebration. I do not consider this settled. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/13/2024

  
  Subject: ***** *****
  Case: 22202882      Booking #: 1910077
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Regarding the guest's concern, documents are sent to the email address provided by the guest or on file. According to our records, we have ********************** listed as the guest's email address.  Ultimately, when a guest books a cruise, they are agreeing to abide by the Cruise Ticket Contract: Which states. Royal Caribbean International will deny boarding to those guests without the proper travel documents / visas or those who have not completed pier check-in 90 minutes prior to the ships scheduled sailing time."  It is solely the guests responsibility to identify and obtain the necessary travel documents prior to boarding. The additional expenses were accumulated due to the lack of documentation from the guest: Therefor, a reimbursement will not be processed.  
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  
  Guest Experience Management
  ***** *****

• Initial Complaint

  Date:08/26/2024

  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.

  Date July ******* Amount of money owed us as a refund $10, 469 paid for an Alaskan Cruise. Our Ship Radiance of the Sea confirmation # ******* ***************** and **** ****** for our 50th Anniversary Celebration. When we booked our cruise with Royal Caribbean we were encouraged to also book our flights with Royal C as a package deal. Reason being as told to us was that if our flight was delayed or canceled Royal C would get us to our next port or give us a refund for our cruise. All of their conversations are recorded. We did this package deal. Unfortunately our flight from ***** to ****** was delayed due to engine trouble. This made us miss our connecting flight!! We immediately called Royal C and we're told they fly a Canadian flag on their ship so they could not pick us up at a port along the way. They tried to get us on another Cruise ship Brilliance of the Sea but it was booked solid. We called and talked to several Royal C employees and were told per recorded phone call that we needed to get documentation from American Airlines stating we were indeed on this flight that was delayed. We have done this and sent them this proof. Now Royal C is saying we were no shows so no refund! I have contacted several Royal C employees and filed an Excellerated Complaint via their guidelines on Thursday August 22 2024. They told me they would Re-evaluate our case and listen to all recorded messages and let us know something in 24 to 48 hours. Today is Aug 26, and still no word. Our emails to them go unanswered. They plainly told us that booking through flights through them was reassurance of us getting our Cruise refund. Now they are cruel saying we were no shows even though we were on the delayed flight that led to us missing our boat in ********** Canada at 4pm. We are hurt, angry, and totally blindsided by this turn of events!! I am 69 my husband is 73 and we saved up for this Cruise for our 50th Anniversary Celebration. Please help us as this is so very wrong !!

  Business Response

  Date: 08/28/2024

  Subject: *****/6631419
  Case: 22198158
  
  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 *************** regarding this concern. We have provided her with an amicable resolution to her concerns.
  
  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:08/25/2024

  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.

  This week I returned from my 4 night cruise from ***** to the ******* with Allure of the Seas. I did not have a first class or even last class experience on my trip due to bed bugs in room 9213. Despite the staff attempting to accommodate us with a new room, my daughter and I were left with bedbug bites, contaminated clothing and a feeling so stressful we could not wait to get home, throw away our items, buy new and feel clean again.Upon arrival we both experienced unexplained itching and in the ensuing days started noticing bites on our bodies, my 13 year old suffering the worst of it..On Wednesday when we realized this was not merely an allergy to something simple such as bed linen detergent, we reported our findings to guest relations because we suspected it might be bedbugs. After reporting this they sent staff to inspect and confirmed our worst fears, bedbugs were indeed present in the cabin.Despite my desire to have the situation rectified properly we were offered accommodations in another cabin as well as injecting my daughter with a large dose of benedryll to stop the itching and a certificate of 50% off for a future cruise.This is an unacceptable offer. This trip has been a traumatic experience for both of us and anything but the relaxing carefree experience we expected and that you advertise. Due to research I have done in way if speaking to a bedbug expert and exterminator I have been directed to discard all of the items we took on this trip as it is the only way we can ensure we do not bring bed bugs home. The cruise line refuses to give us a refund and says a certificate would be sent for $450 off future travels with them. I am uncertain why they are think I would want to travel with them after this experience.Below please find a severe bed bug bite. The picture was taken in the cabin where you clearly see their furniture.

  Business Response

  Date: 08/26/2024

  Subject: Baron/ 2541129
  Case: 22193996
  
  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 ************** regarding this concern. We have provided her with an amicable resolution to her concerns.
  
   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:08/23/2024

  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.

  American Airlines cancelled a flight that my niece and I were scheduled to be on. Subsequently we applied for compensation/refund to AA and were granted $1,046.75 EACH. However, AA deposited that refund into an account that does not belong to us but rather to Royal Caribbean Air to Sea, a ticket consolidator from whom we bought the tickets but who refuses to release the funds to us. Despite our asking American Airlines by phone and written request for them to rectify the situation by crediting the refund money to either a credit card in MY (the passenger's) NAME or sending us a check by mail to our address, AA declines to do anything to rectify their mistake. Simply depositing into a 3rd party account funds that are meant for the passenger is just negligent and unacceptable. We are owed $2,093.50 but have no way to access the funds.

  Business Response

  Date: 08/26/2024

  Subject: ***************************** ********
  
  Case: ********- ************************************* you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We would be happy to investigate this complaint; however, the information provided is not enough to locate ***************************** 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
  
  

  
  

• Initial Complaint

  Date:08/22/2024

  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 ************** on Royal Caribbean Independence of the Seas August 2024. The shower was a shower/tub combination. The cruise duration was 5 days. All 5 days this tub had a very slow drain. I told the room attendant about it, he said he would call maintenance. 3rd da y of cruise still no maintenance. I took a picture and video, went down to customer service to advise them of the extremely slow drain. They said they would send maintenance in 15 minutes, no one came. Last day now the sink clogged too. I disembark without anyone coming to fix the issue. All week I had to deal with showering with the tub filling up to my ankles dealing with a slow drain. I called royal caribbean complaint department and emailed them a video of the tub filled with water.md slow drain. They called me 3 days later encouraging me to take another cruise and offering 10% off. That was unacceptable! The 10% off would cost me more than taking a sale or promotion. They could of at least offered a future credit.I booked this cabin for luxury, the experience was ruined by the uncomfortably of the tub/shower issue.

  Business Response

  Date: 08/23/2024

  Subject: *****************
  Case: 22184031    Booking #: 2048760
  
  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 Mrs. ****************** regarding this concern. We've provided her with an amicable resolution to her concerns.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  
  Guest Experience Management
  *********************;

• Initial Complaint

  Date:08/22/2024

  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 had to cancel our cruise due to our son disability diagnosis causing multiple doctor appointments and school appointments. We advised Royal carribean in which the supervisor ************************* offered us choice between voucher or refund and said she would cancel and we adcised her not to cancel if we wouldnt be able to choose in which she says no to worry and send supporting documentation over in email which we did. Now we are dealing with a cancelled cruise and ****** avoiding us since they do not want to refund us.

  Business Response

  Date: 08/23/2024

  Subject: ***********************************
  
  Case: ******** Bookings 6737053,2874227,1846464,
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  First and foremost, we are very sorry to hear that ************************ had to cancel her cruise due to her sons disability.  While we empathize with the circumstances causing your cancellation, our records show a resolution was already given to the travel agency.
  
  Please note that Royal Caribbean International enters into contractual agreements with the travel agency with which we do business. This contract states that we cannot release information or make changes to a reservation without the consent and knowledge of the agency. The travel partner acts as the liaison for guests so we must ask that ************************ to reach out to her travel agency at ************** for specific information about her reservation on the compensation. Our records show the guest has been offered Future Cruise Certificates so she may use for a future sailing.
  
  We hope this information helps.  Thank you for contacting Royal Caribbean International.  

   

  Sincerely,
  
  *********************************
  Royal Guest Experience Management

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22182525
  
  I am rejecting this response because:
  
  ROYAL has communicated directly with me and gave me the option of full refund or cruise credit and not to worry about them cancelling our trip. I reiterated this to ****** as well the while we were discussing this over the phone and was told she will be sending me the phone recording which they now refuse to do. 
  Please see limited email attached as ****** stopped responding to me 

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

  Business Response

  Date: 08/27/2024

  Subject: **********/ 6737053,2874227,1846464
  Case: 22182525
  
  Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.
  
  This sailing departed 8/25/24. Therefore, the sailing was canceled, and all guests were issued Future Cruise Certificates for a future sailing.
  
  In addition, we are unable to send any recording to a guest. This is for internal use only. The information contained in the recordings is used for training and quality assurance. We apologize for any disappointment.
  
   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:08/22/2024

  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 niece and I bought 2 roundtrip plane tickets from Royal Caribbean Air to Sea for $1884.20 EACH in order to catch a cruise in *********. But due to a cancelled flight by American Airlines we were issued a refund from the airlines for $1,046.75 EACH.Royal Caribbean Air to Sea is refusing to release that refund to us. This is a refund we applied for directly with American Airlines and AA issued but deposited into the Air to Sea account. ($1,046.75 per person equaling $2,093.50) To be clear, we are not requesting a refund from Air to Sea to whom we paid $1884.20 each, we only want the refund that American Airlines issued to us which was deposited in the Air to Sea Account.Air to Sea is a ticket consolidator who purchase tickets in bulk from the airlines for a discounted price. Then they resell those tickets for a premium price which carries a guarantee that they will protect our flight if it is cancelled. The premium we paid is part of the extra money used when they have to protect us. They claim they are keeping the refund that was issued to us because it was used to protect our flight. Nowhere on the Royal Caribbean website under Air to Sea contract does it say that purchasing a ticket through Air to Sea means passengers forfeit any refunds or compensation from Airline. The **************** interprets the requirement for ticket agents to provide 'proper' refunds to include providing refunds in any instance when the following conditions are met: (i) an airline cancels or significantly changes a flight, (ii) an airline acknowledges that a consumer is entitled to a refund and (iii) passenger funds are possessed by a ticket agent. All three criteria were met. The key here is the third requirement: The consolidator must make a refund when the "passenger funds are possessed by a ticket agent." Royal Caribbean is illegally hijacking our refund by refusing to release it to us.

  Business Response

  Date: 08/26/2024

  Subject: *************************
  
  Case:22181957 Booking # ******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond. 

  We are sorry that this situation remains a concern to *****************************. However, our decision will not be amended. Our company has thoroughly addressed all of the guest concerns and consider this matter resolved. The reason for this decision is that our company was able to provide the service as agreed and was able to re protect the guest securing new flights with different airline.Please note that the funds refunded by AA were to cover the cost of these new flights, which were higher in price. As a result, no refund is available.
  

  When guests purchase the cruise vacation they agree to the Cruise Ticket Contract, which governs the cruise reservation.
  To find the applicable cruise ticket contract or booking conditions, and the purchase terms and conditions, please visit https: www.royalcaribbean.com/guest-term

  We never want any guests to experience any difficulties. I hope this information clarifies the guest concerns. Thank you again for reaching out to us. I do hope we will continue to be your favorite vacation. And we are looking forward to welcoming the guest back onboard again soon.

  Sincerely,
  
  *********************************
  Royal Guest Experience Management

   

   

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22181957
  
  I am rejecting this response because:

  Nowhere in the cruise/Air to Sea contract does it say that passengers purchasing airfare through Air to Sea forfeit their rights to monetary compensation from the offending airline and that Royal Caribbean has the right to keep said refund from airline that is intended for the passenger. Again, I am not requesting a refund from Royal Caribbean but rather that a refund that was granted me by American Airlines and deposited into a Royal Caribbean Account be released to me as provided by the new DOT rulings in May of 2024.:

  The **************** interprets the requirement for ticket agents to provide 'proper' refunds to include providing refunds in any instance when the following conditions are met: (i) an airline cancels or significantly changes a flight, (ii) an airline acknowledges that a consumer is entitled to a refund and (iii) passenger funds are possessed by a ticket agent. 
  
  All three criteria were met. 
  
  The key here is the third requirement: The consolidator must make a refund when the "passenger funds are possessed by a ticket agent." Conversely, if the airline does not refund to the consolidator, the consolidator is not required to refund to the client.

  Although I was eventually provided with a flight to my destination it was twice as long as the original purchased flight, I was stranded overnight, and I arrived almost 30 hours later than the original agreement so I did not get what I paid for. American Airlines agreed to compensate me for my hardship so there is no legal reason for Royal Caribbean to refuse to release that refund to me.

  I am very disappointed with Royal Caribbean's position on this as I consider their keeping of my refund a hijacking of my money. I have cruised dozens of times with Royal Caribbean as well as Celebrity Cruises and intended to do more in the future but no longer. I will never patronize Royal Caribbean or their subsidiaries again after this experience. So their insistence on keeping a couple of thousand dollars has lost them upwards of ****** in future patronage. Very short sighted.
  
  Sincerely,
  
  ***************************** ********

  Business Response

  Date: 08/27/2024

  Subject: ***************************** ********
  Case: 22181957      Booking #: 321754
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

  We appreciate the guests candid feedback on the matter. Regarding the guests request, we have reviewed the matter with the guest and arrived to an amicable agreement.

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

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22181957
  
  I am rejecting this response because:

  I would not say that we arrived to an amicable agreement. All we agreed upon is to disagree. Their position is that they have a right to keep the refund that American Airlines gave to me and my position is that they do not and are in violation of the *** rules set forth in May of 2024. But since I do not think I will get anywhere with Royal Caribbean on this, I will have to pursue other avenues.
  
  Sincerely,
  
  ***************************** ********

• Initial Complaint

  Date:08/22/2024

  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.

  Royal Caribbean tried to take my private photos I bought during a $300 photo shoot hostage. I called RC 5+ times to discuss purchasing the pictures and every single time they told me theyd have to call back. Eventually someone told me I could purchase the pictures for an additional $200. Once on the boat they pulled the bait and switch. One my engagement photos were complete they REFUSED to honor the 25 photos I should have received for the $300 shoot + $200 for extra pictures. Once the pictures were done they tried to charge me an additional $1000 for MY PICTURES. through my half dozen calls they never one time mentioned these costs and tried to take my engagement photos hostage until I paid them $1000. This was super super shady and they need to be levied against for shady business practices - its blatantly unacceptable.

  Business Response

  Date: 08/26/2024

  Subject: *****************************
  Case: 22179041      Booking #: 798557
  
  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 **********************, regarding this concern. We've provided him with an amicable resolution to his concerns.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  
  Guest Experience Management
  *********************;

• Initial Complaint

  Date:08/22/2024

  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 sailed with royal my whole life and on every single cruise Ive been on Ive booked a balcony OCEANVIEW. Ill be sailing NOV 17th on symphony for a 7 night cruise (reservation number *******) & noticed that my room is a neighborhood view? I called and they said theres nothing they can do even though the advertising was SO MISS-LEADING!!! Why would you have an ocean view balcony over the neighborhood? Why wouldnt u put a neighborhood view so its not as confusing. Me and my fiance are celebrating our 2nd anniversary on this cruise to brand new places and wanted the ocean view to fully experience it all as we always have, and im prone to motion sickness and ill be 2 months pregnant at the time of sailing and the ocean view and fresh air with people not starting at me would be great as Ive ALWAYS BOOKED. I called again tonight and they told me I can upgrade for almost ***** more. But thats all they offered. This truly ***** again because of how misleading it is, the ocean being the photo for the neighborhood balcony is awful, and Im very upset about it even after being so loyal to you guys. (We clicked guaranteed and it automatically gave us neighborhood again when the ***** IS A BALCONY, I assumed it was a guaranteed balcony like Ive gotten on all my past cruises which Im sure you guys can see)

  Business Response

  Date: 08/23/2024

  Subject: ****/ 1483728
  Case: 22177975
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We apologize for any confusion regarding the category chosen. However, according to our records, this reservation was made online by the guest 11/17/23. The category selected on that date was XN. This is a Guarantee stateroom. An XN category states guests will be berthed in the lowest Neighborhood Balcony category Boardwalk or ************ View available at the time the booking is assigned a stateroom.Guest called on 12/05/23 and advised she booked the wrong category and was offered to switch to a XB category. AN XB category states guests will be berthed in the lowest Ocean View Balcony category available at the time the booking is assigned a stateroom. However, guest declined due to a price difference.

  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: 08/26/2024

   
  Complaint: 22177975
  
  I am rejecting this response because:
  You guys know what you are doing with the false advertising, I know what I booked but was mislead by the photo and didnt realize it till way later. Never ever in all my sailings with you have I booked a balcony facing the inside of the ship so I asked for help trying to reassign. You guys did offer me an upgrade for over ***** which was more then I paid for the cruise. Very misleading photos when buying the rooms. Bad customer service. Who would agree to pay 2k more when it was an honest to god mistake led by false advertising. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/27/2024

  Subject: ****/1483728
  Case: 22177975
  
  Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.
  
  We are so sorry to learn of your continued disappointment regarding the reservation. When we advertise balcony guarantees, there are different photos,and different offers, for balcony staterooms. In this case the lower priced one was chosen. This was for the Boardwalk or ************ Balcony Guarantee Stateroom not an Ocean View Guarantee Stateroom.
  
  In addition, we appreciate the time you have taken to share your honest evaluation regarding the advertising with us. All feedback is very important and helps identify our opportunities for improvement.
  
  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: 08/27/2024

   
  Complaint: 22177975
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************