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.
432 complaints closed in the last 12 months.

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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:06/18/2025
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 for April 2026. I called to cancel. The supervisor was so rude, I was quite shocked. When asked why were cancelling I told them two in our party are losing our job, company closing, losing health insurance etc. though this is true, I didnt want to reveal a new diagnosis of ALS. Really no ones business! Top that with no insurance, I couldnt justify the money in this situation. They refused to refund me. I had booked 2 large balcony rooms. This is 300 days away. I am more than certain those rooms will be rebooked! The treatment was apprehensive! I am disgusted! $1250 lost, and a life will probably be taken by cruise time. Disgusting practices!
Business Response
Date: 06/22/2025
Subject: *********
Case: 23483609
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

We require reservation numbers, ship, and sail date. We need this information in order to research and assist further.
Thank you for bringing this matter to our attention. We await further information.
Sincerely,

Royal Guest Experience Management
Customer Answer
Date: 06/23/2025
as requested, I am providing the information Royal Caribbean seeks.
Reservation numbers ******* & *******. Symphony of the Seas with a sailing date of April 12, 2026.

thank you ****
Customer Answer
Date: 06/23/2025
As requested,

Our sailing date was April 12, 2026
Symphony of the Seas
Reservation number ******* & 8070407.
**** *********, ****** *********, ******* *********, ******** ***** & ****** Wight
Customer Answer
Date: 06/23/2025

Complaint: 23483609

As requested,

Our sailing date was April 12, 2026

Symphony of the Seas

Reservation number ******* & 8070407.

**** *********, ****** *********, ******* *********, ******** ***** & ****** Wight
Business Response
Date: 06/24/2025
Subject: Frongillo
Case: ******** Bookings ******* & 8070407

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

We sincerely apologize for any inconvenience caused to Ms. ********** and we regret if any rudeness was perceived from our agent. Please be assured that our team is committed to providing excellent service, and this incident will be reported to our management for review and appropriate action.

After a thorough review, our records confirm that the booking was made under a non-refundable deposit. The invoice provided to the guest clearly indicates this.

Despite this, our decision regarding this matter will remain unchanged. We have fully addressed all concerns raised and consider this case resolved.

Sincerely,

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

Customer Answer
Date: 06/24/2025
They mention the receipt explains its non-refundable. The receipt comes AFTER payment is made. I think this is terrible wrong and I hope with the stress they have caused, the terrible customer service... something is done. This is something I never expected to be dealing with. I truly am shocked at the lack of concern and terrible treatment from such a major company.. . Just floored. BBB please advise what steps I can take. I cannot just sit back and let a company like this take $1250 of my money. If I thought for one minute those rooms wouldn't get rented I would end this. However, 2 balcony rooms that are not even sailing for another 300 days..... they are not going to lose anything by providing my refund. It's very upsetting
Customer Answer
Date: 06/25/2025

Complaint: 23483609

They mention the receipt explains its non-refundable. The receipt comes AFTER payment is made. I think this is terrible wrong and I hope with the stress they have caused, the terrible customer service... something is done. This is something I never expected to be dealing with. I truly am shocked at the lack of concern and terrible treatment from such a major company.. . Just floored. BBB please advise what steps I can take. I cannot just sit back and let a company like this take $1250 of my money. If I thought for one minute those rooms wouldn't get rented I would end this. However, 2 balcony rooms that are not even sailing for another 300 days..... they are not going to lose anything by providing my refund. It's very upsetting

Sincerely,

**** *********
Customer Answer
Date: 06/25/2025
BBB please note. I also had purchase 3 drink packages. Two of them for soda etc, only 1 alcohol package. I was told those would be fully refunded but it would take 2-3 weeks. today I get refunded and not the full amount. I paid $586.32 for the alcohol package... I was only refunded $409, for the other 2.. I paid ******, but was refunded ****** for one and ****** for the other... clearly this company is nothing but a fraud. LIE AFTER LIE AFTER LIE... I want my money back!!! Why am I now payoing for drink packages when I promised a refund for those as well. I paid ******* in total for drink packages.. yet only refunded ******. another loss on top of the $1250 of ******. this is outrageous
Business Response
Date: 06/26/2025
Subject: ********* ** *******/*******
Case: 23483609
Thank you for forwarding a follow-up complaint filed with your agency. We appreciate this opportunity to respond.
We want to extend our apologies for not meeting the guest expectations and appreciate the time they have taken to share their honest evaluation with us. All feedback is very important and helps identify our opportunities for improvement.
Although we appreciate their tenacity, this will be our final response regarding any refund for reservation ******* or ******* for the cruise fare penalty amount held. These were both reserved with the Non-Refundable Program therefore they are non-refundable.
In addition, according to our records for reservation ******* a refund in the amount of $222.88 USD was dispersed to MC ending in 3564 on 6/25/25. This was for a Refreshment Package for guest ******. Also, according to our records, for reservation ******* a refund in the amount of $222.88 USD was dispersed to MC 5269 on 6/24/25. This was for a Refreshment Package for guest ******. Additionally, 2 refunds in the amount of ($409.00 USD + $177.32 USD)=$586.32 USD were dispersed on 6/24/25 to MC 5269. This was for a Deluxe Package for guest ********. This is a total of $1032.08 USD.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Royal Guest Experience Management

Customer Answer
Date: 06/26/2025
Let's be clear... the refund for the drink packages that I wrote about, was refunded today before emailing me this message.
BBB. Please advise what further steps I can take to rectify this. I find this appalling. and even if it will cost me even more money, it is now principal for myself and others. I will be contacting the attorney general as I feel legislation needs to change. This is so very wrong. but I wonder what else you would advise could be done to stop this insane practice.

thank you ****
Customer Answer
Date: 06/26/2025

Complaint: 23483609

I am rejecting this response because: I find it outrageous that this company gets away with this type of practice. Truly outrageous. You send a receipt AFTER payment and claim your covered on a non-refundable deposit. Disgusting.

Sincerely,

**** *********
Initial Complaint
Date:06/17/2025
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.
Reservation #******* This reservation is actually for my son, ******** ******. It is a FREE cruise he received while sailing on a family cruise in March 2025. The cruise was offered through the Casino offer code 2503C4. I originally booked the family cruise through Vacations to Go... in MY NAME. Because of this, when *** called to reserve his free cruise, they were giving him a hard time saying he had to go though Vacations to Go. My son was very frustrated and called me. I am a diamond plus member of Royal Caribbean. A couple of months ago, I spent close to a half of a day resolving the issue. We had to coordinate through ******** at Vacations to Go who had to release information to Royal Caribbean to enable *** to get the FREE Cruise. It was a NIGHTMARE, but I was thankful it was FINALLY resolved. In addition to ***'s FREE cruise, he also booked another room he has paid for. All was done.... UNTIL TODAY, when ******** called me and said ROYAL Caribbean had cancelled his cruise. I need someone from Royal Caribbean to look at all of the notes that should be on the file and fix this. I have not told my son yet. I just want it fixed. I did try to call the Casino directly, but they were giving me a run-around and I just don't have HOURS to spend fixing something that had already been resolved months ago. Please help. I hope there is someone at Royal who cares enough to take time to read this and fix it. My cell phone is ************.
Customer Answer
Date: 06/17/2025
Hello,

Sterling from Vacations to Go emailed me and said his manager was able to handle it. They were trying to get my son to pay $150 to them stating Royal Caribbean had refunded the $150 in order to cancel the room. My son refused and was going to cancel his whole trip - one room should have been free, but he had also booked a 2nd room so he could bring a friend... which he had paid for.

I'm not sure what's happening with Royal Caribbean and if this was really Royal Caribbean, or if it was Vacations to Go. Either way... it's been a horrible experience. I'm really disappointed with Royal. I've been a cruiser with them for 25 years and the service on this cruise has been a nightmare. It makes me wonder if I should consider sailing with another cruise line.
You have a very disappointed customer here.

******************** ... thank you for your help. IN today's world, I feel like the only way to get resolution with the larger companies is through you... which is very sad.
Business Response
Date: 06/19/2025
Subject: ****** **# *******
Case: 23481703

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
According to our records reservation #******* is an active reservation. It was reinstated on 6/17/25.
In addition, according to our records, this reservation was made by a travel agent. Due to legal and privacy issues the guest must contact the travel agent regarding any issue with this reservation.
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: 07/10/2025

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:06/17/2025
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.
Critical Service Failure #1: Crib DeliveryTimeline:1pm PSSTImmediate upon arrival: Called housekeeping requesting pre-booked crib45 minutes later: Follow up call1.5 hours later: Called guest services after housekeeping failed again2 hours later: Emphasized urgent need for exhausted baby; told that our attendant would deliver "when shift starts"3 hours total (3:50pm PSST): Crib finally delivered with no apology or explanationService Breakdown Analysis:Staff repeatedly claimed the crib was "being sent up right now" while knowing the attendant wouldn't start their shift until 4 PM. No one informed us of this critical limitation, nor did anyone authorize an alternative solution. When the crib finally arrived, the attendant provided no acknowledgment of the delay or impact on our family.Impact: Our infant daughter was denied essential sleep for four hours while we remained trapped in our stateroom waiting for promised delivery.Critical Service Failure #2: Diapers False AdvertisingRoyal Caribbean's Promise:Your own website explicitly states in "Family Cruising: There's Plenty to Go Around": "We have you covered" regarding diaper availability for families.Reality vs. Promise:Day 1: Told "all available diapers had been given out"Escalation attempt: Directed to Port Merchant shop, explicitly told diapers available after departureUpon departure: Port Merchant staff confused, confirmed they don't sell diapersNursery appeal: Obtained only 3 emergency diapersGuest Services resolution: After 45-minute wait, **** ****** provided size 2 diapers for our size 4 childFinal "solution": Told to use our vacation time at port to source diapersImpact: 2.5 days of crisis management, including:Infant in small diapers for 24+ hoursVacation time lost to emergency shopping in portsStress and inability to enjoy paid vacationRequesting compensation reflective of losing 20% of paid vacation to poor service, crisis management, and lost time on board and at port.
Business Response
Date: 06/23/2025
Subject: ******

Case: ******** Booking # ******

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

We sincerely apologize for the delay in the delivery of the crib and diapers. It is never our intention to disappoint our guests. We strive to provide the best service possible, and we regret that this was not reflected in your experience. All comments have been noted and escalated to our management team for review.

Please be advised that moving forward, the cruise line no longer offers the sale of diapers onboard. Guests are encouraged to bring them with them on their sailing.

In appreciation of your feedback and in an effort to resolve your concerns, we would like to increase the future cruise credit to 20% of your cruise fare. The future cruise credit will be issued based on your cruise fare portion. Please see attached future Cruise Certificates.

When finalizing plans for your next cruise vacation, please contact us at ************, in order to have the credit applied to your new reservation.

We, thank you for giving me this opportunity to address your concerns. We hope to welcome you back onboard one of our ships in the very near future.

Sincerely,

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

Customer Answer
Date: 06/26/2025

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:06/16/2025
Type:Billing 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 had a prior complaint about a missing Future Cruise Credit (Complaint #********) which was resolved to my satisfaction. However, when I tried to use the credit today, it said it was not valid. They are not supposed to expire and I should still have about $593.32 unused. The credit # was 1-OD5G2PK.I would like a new *** issued that can be used on a new booking or an explanation as to why the funds are no longer valid.
Business Response
Date: 06/19/2025
Subject: Glass BK# *******
Case: 23475912

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 is attempting to use the old Letter of Credit. The correct number is:
1-Q5X4DFK in the amount of $593.32 USD. This is an active credit and can be used immediately. Please advise the guest to contact our *********************** to have it applied for the future reservation.
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:06/16/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been diagnosed with Stage 4 Liver Disease and Brusitis. My doctor has ordered no travel as I require a Transplant. **** will not cancel my three (3) cruise coming up in Sept / Oct 2025 on ******* of the Seas in concurrent cruises out of *********, *****. II have requested a refund of $600 for the three (3) deposits. I was denied.. I am a Pinnacle Member as well.
Business Response
Date: 06/18/2025
Subject: *******

Case: ******** Booking # *******, *******, 7686193

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 his concerns. As part of our follow-up, customer service has requested that medical documentation be emailed for further review. We believe we have found an amicable resolution to this matter.

Thank you for bringing this issue to our attention.

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:06/11/2025
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 5/22/2025, myself and a friend traveling with us were unjustly forced to quarantine following reporting bad food that caused one loose stool which was then resolved with *******. In the attached documents below, there is a full 10 page document that was originally sent to Royal Caribbean that describes in great detail what happened. We were denied any testing in lieu of isolation, told lies about procedures, told we'd receive certain amounts of compensation and then didn't upon returning home. We are seeking a minimum of $3,000 in a refund via check or $3,000 in onboard credit in which can be applied to beverage packages, specialty dining, shore excursions, and wifi packages for the April 5, 2026 cruise that we booked with the tiny portion of FCC received already (which was only a portion of what was promised when onboard). The reason for this amount is because, the port that we were forced to miss (Mykonos Greece) would cost us even beyond this to try to go back to. It wasn't about just missing this small portion of this cruise but it was a bucket list stop and now to try to go back to ******* ******, would cost even far more than $3,000. This caused emotional stress on us and has caused tears even to this day!
Business Response
Date: 06/17/2025
Subject: ********** **# ******/*******
Case: 23456657

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We appreciate the guests providing detailed information regarding their experience on the cruise, along with the attached documentation.
We acknowledge the description of the circumstances surrounding the quarantine and the effects it had on their plans, especially missing the port of ******** cherished destination for many travelers.
However, the health and safety of our guests is always our top priority. We must follow the guidelines set forth by the ****************************************** and ***********************************. The Medical Staff onboard the ship make the final decision regarding isolation.
In addition, according to our records Future Cruise Credits were processed for the guests. This is a goodwill gesture and were given to all 4 guests (****** & *******). We are unable to offer any additional compensation regarding the isolation of the guests during the sailing.
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: 06/19/2025

Complaint: 23456657

I am rejecting this response because: The business continues to lie and give false information to me (and now BBB) which is only exacerbating the stress and turmoil that this situation continues to cause. The *** does NOT require quarantine based on the ONE symptom that we had nor does Royal Caribbeans' own policies. Copies of those are attached; it's literally in black and white...solid proof. How can the business continue to ignore literal proof of what they are saying to be a blatant lie!? The medical staff acted negligently and out of policy. Additionally, we were told that we would get two pieces of credit: one for the day we missed IN ADDITION TO the 15% for all four passengers. This was told to us by ******* Trejo *******, ************** Manager on 5/25/2025.

Sincerely,

***** **********
Business Response
Date: 06/22/2025
Subject: ********** **# ******/9895810
Case: 23456657

Thank you for forwarding a follow-up complaint filed with your agency. We appreciate this opportunity to respond.
We sincerely regret that the guest experience has caused such ongoing distress. However, as was advised previously, the Medical Staff onboard the ship make the final decision regarding isolation.
In addition, we reviewed this case thoroughly, including the statements made by our ************** Manager, ******* Trejo *******,regarding the compensation. The guest was unhappy with the 1-day Future Cruise Credit for the guests isolated. Therefore, 15% of the cruise fare paid was offered instead as this is a higher amount. This was also offered to all 4 guests. This was not in addition to the 1 day offered originally. We apologize for any confusion.

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: 06/23/2025

Complaint: 23456657

I am rejecting this response because: their Medical staff did NOT follow policy of RC or ***, despite the rhetoric they keep saying. These blanketed, copy and pasted, responses are unacceptable. I have provided proof that there is no such policy, both with RC and CDC. Royal Caribbean is only giving words but is not providing any proof at all. If there is proof that the medical staff followed a policy, then they should provide a copy of it. I want answers to all these questions:
-Why isn't RC providing proof of policy they keep claiming that Medical followed?
-Where is the policy and how is it made known to passengers?
-Why were we refused testing?
-Where is a policy that doesn't allow testing when a passenger requests it?
-Why are proven communicable diseases in passengers not isolated while unproven suspicions are?
-If one temporary symptom requires isolation, why are passengers with coughs and snotty noses allowed to freely roam the ship (because those are symptoms of communicable diseases too)?
-If being contagious was the concern, why were our husbands allowed to freely roam the ship and disembark in port but we weren't (and you can't say "because they didn't show symptoms" because we weren't either by the time we were forced to go to Medical)?
-Where is the policy that states we are required to go to medical over one loose stool (because yes, we were FORCED to go despite already feeling fine before we left our rooms)?
Additionally, I do not believe them when they say that they gave us whatever was higher. Even when we went to the guest services desk to get the letters for the 15%, we were told that the other one was automatic so we'd receive that one via email ***** days after disembarking. Furthermore, the letter we received onboard stated we would have 2 years to use the future cruise credit yet, the email we got stated one year. This goes to show that their credibility isn't even good when things are in writing; Yet here we are, trying to get what we were promised or even something a little more for ruining someone's vacation without justification.
As a travel agent, I refuse to accept these lies and immoral handlings of this complaint and poor mistreatment onboard because I know that more can be done. RC gives cruises away to social media influencers just for some publicity but yet they want to argue over a few hundred dollars to try to right a wrongdoing on their part?
What is Royal willing to do to save a customer that has been loyal to them by only sailing with them 3 times in the last 15 months (since taking our very first cruise in March 2024)? Again, if this is not resolved in a satisfactory way, the cruise booked with the *** will be our last with RC, I will never refer a client to RC, and I will continue to share my experience far and wide. Is righting this wrong worth the loss of thousands and thousands of dollars to Royal, the bad reviews, and added unresolved complaint here on BBB? ******* agreed with us in our meeting that this wasn't handled well so please, for the love of God, do the right thing here!

Sincerely,

***** **********
Initial Complaint
Date:06/11/2025
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.
Had a reservation on Jewel of the Seas to *******. On 06/03/25, received an email changing my itinerary to ****** and ******. I called explaining that back in January/February I had paid extra ($878 USD) for our original cruise to CocoCay because our voucher only cover $784 USD. The Royal ********* representative explained that they have the right to make changes. In order for me to change my cruise to Freedom of the Seas to CocoCay I had to pay an additional $402 USD. I tried explaining that this change should be of no charge to me since I had already book our flights ($1,200) from *** to ***************. This new cruise is leaving from ***** Cruise Port. This would be an additional expense for the shuttle service (about $150 USD) I tried telling them, that I had made all my reservation ahead of time, this change should not be on me. I feel appropriate to get refunded the addition $402 plus shuttle expense of $150 for a total of $552 USD.
Business Response
Date: 06/16/2025
Case: ******** Booking # *******

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

Our records indicate that we have been in contact with Ms. ********* on June 11, 2025, regarding her concern. We believe we have reached an amicable resolution.

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

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
Date:06/11/2025
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.
To Whom It May Concern,I am writing to file a formal complaint against Royal Caribbean concerning my recent cruise experience, which took place from May 31 to June 5, 2025, on a five-day cruise to *******. Two major issues severely impacted my overall satisfaction: a misrepresented shore excursion and uncredited loyalty points.1. Excursion Misrepresentation:I booked the lighthouse, ********** and Shopping excursion, which was advertised as a three-hour experience. In reality, the tour lasted barely an hour, and we spent **less than five minutes at several of the promised stops**, including the beach and shopping locations. The experience felt rushed, disorganized, and completely inconsistent with what was marketed and paid for. A value of $208.2. Uncredited Loyalty Points:I currently have over ****** *********************************************** Society points, which should amount to approximately $310 in onboard credit. These points were not applied to my most recent cruise, despite my efforts to confirm them weeks in advance through a phone call to Royal Caribbean. While on board, I spoke with a guest services mgrs named ***** **** who assured me the issue would be resolved. Unfortunately, it never was, and I left the ship without receiving the credit I was promised.These issues together have seriously damaged my confidence in Royal Caribbean's customer experience. I made every reasonable effort to address the problems in good faith, both prior to and during the cruise, only to be ignored and left disappointed. I am requesting full refund of $518 by check.If this matter is not resolved in a timely and satisfactory manner, I will have no choice but to escalate my concerns through other channels, including public travel forums and consumer protection platforms.Unhappily ****** ******* Booking *******
Business Response
Date: 06/16/2025
Subject: Case: ******** *******

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

We would be happy to investigate this matter on behalf of Mr. ******** however, the information provided is insufficient for us to locate the reservation. The reservation number you supplied appears to be invalid.
Could you please provide the ship name and the sail date of the cruise in question? With these details, we will be able to locate the reservation and thoroughly research the matter.

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

Sincerely,

Royal Guest Experience Management
Customer Answer
Date: 06/16/2025
Royal Caribbean
Ship Vision of the sea
********* to ************;
sail date May 31, 2025
reservation 3850265
Customer Answer
Date: 06/17/2025

Complaint: 23454448

Royal Caribbean
Ship Vision of the sea
********* to ************;
sail date May 31, 2025

reservation 3850265

Sincerely,

****** *******
Business Response
Date: 06/18/2025
Subject: Wallace
Case: ******** Booking # *******

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

We regret that this situation remains a concern for Mr. ******** Our records show that the executive department has already reviewed and addressed the guests concerns directly. Based on their assessment, our decision remains unchanged.

Regarding the $300 onboard credit through the My Cruise Rewards program, the guest was advised that this credit cannot be applied to a past sailing. Our records also indicate that no service failure occurred. The date used for redemption was June 30, 2025, instead of May 31, 2025. The guest was informed that the redemption must be applied to an active or future qualifying booking, or the credit can be held until December 7, 2025.

We have thoroughly reviewed all points raised in your correspondence and consider this matter resolved.

Sincerely,

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

Customer Answer
Date: 06/18/2025

Complaint: 23454448

I am rejecting this response because:
This is a blatant lie. I reached out to customer service prior to my trip. They confirm me that my royal Caribbean *************************************************************************** it would be credited to my account after I left once I left the ship and attempted to find out the status of my Royal Caribbean points. The system would not allow me to apply to apply them to a trip that I just completed. this is a scam. This is fraud and Royal Caribbean and *****. Liberty should be ashamed as sales for perpetuating this.
Sincerely,

****** *******
Initial Complaint
Date:06/09/2025
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 5/14/25, I booked a vacation to celebrate my husband's 50th birthday with my 2 sons on Royal Caribbean Rhapsody of the Seas for June 29 to July 6 with reservations number ******* and *******. The booking automatically generated two different reservations number and I am unable to get information for my second reservation even though I booked the trip. Additionally, at the time of booking, I was unable to get both rooms on the same location. I was told there are no available rooms. However, I have been getting emails regarding biding for a different room. If there are rooms available to bid on for extra money, then the customer should be accommodated to be on the same deck. I am requesting to be able to get information on my two rooms without encountering difficulties and being placed on same deck with my sons. I have called the customer service four times and have been unsuccessful.
Business Response
Date: 06/15/2025
Subject: *********** **# ********/6362551
Case: 23447281

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

According to our records, this sailing is currently sold out. Therefore, we have no staterooms to offer the guest on the same deck as her sons.

In addition, we apologize that the guest was sent a RoyalUp email, as there are no staterooms to offer at this time. However, the guest can request a certain category and if one becomes available due to a cancelation, guest would be able to bid on the stateroom. Please note there is an additional charge for RoyalUp winning bids.

Also, according to our records, guest ****** is the contact for both reservation numbers, ********/6362551 and we have cross referenced the bookings so guest will be able to access both reservations.

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: 06/16/2025

Complaint: 23447281

I am rejecting this response because: the issue was not resolved.

Sincerely,

****** ***********
Initial Complaint
Date:06/08/2025
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.
Dear Royal Caribbean Guest Relations Team,I am writing to formally request a full refund for the Discover ************************************ shore excursion, which I booked through Royal Caribbean during my recent cruise aboard Symphony of the Seas, sailing on June 3rd.Unfortunately, the excursion on June 3rd at ****** was both misrepresented in its description and conducted in an unsafe manner, which significantly compromised the quality and safety of the experience.Specifically:The excursion was advertised as a catamaran tour, but the vessel provided was not a catamaran, which was misleading and a key factor in our decision to book.The itinerary stated a duration of 1 hour and 45 minutes, yet the actual tour was no more than 1 hour, with a chaotic and disorganized 30-minute period beforehand spent collecting tickets with no clear instructions or structure.Most concerning was the condition of the boat itself. The bench provided for passenger seating was not securely mounted to the deck. Instead, cardboard was used as a makeshift wedge to level the bench, which continuously shifted during movement creating a clear safety hazard for everyone onboard.These factors not only represent a failure to deliver the service that was promised but also placed guests at potential risk. I believe this falls well short of Royal Caribbeans advertised standards for safety and guest satisfaction, and I do not feel it would be appropriate to pay for such a substandard experience.For these reasons, I respectfully request a full refund for the cost of this excursion. For myself, sister and my niece. I am happy to provide further details, photographs, or supporting documentation if needed.Thank you for your attention to this matter. I appreciate your commitment to maintaining high-quality experiences for your guests and look forward to your prompt response and resolution.Sincerely,*******
Business Response
Date: 06/13/2025
Subject: *********

Case:2344060 Booking # 8109282

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

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