Business Profile

Cruises

Royal Caribbean Group

Headquarters

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Complaints

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

Customer Complaints Summary

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

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/24/2024
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.
Royal Caribbean advertises of Kids sail free.IF the price for two adult is $2000 that means the price for 2 adults and 1 or 2 kids should not go above $3200 with taxes. When you choose on the website or call them to book, they charge almost 4000$ or more based on 2 adults and 2 kids. The excuse is that the price is per state room, if this is the case and the price is not per person, why is Royal Caribbean promoting kids sail free if the price is per state room?
Business Response
Date: 04/30/2024
Subject: *******************
Case: 21620655

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

Prices are subject to change without notice at any time. There are many factors that can affect the price such as the stateroom category, ship, sail date, and qualifiers such as (Military, age of guests, Florida Resident, gateway etc).
The rates are per person based on double occupancy or up to 4 guests per stateroom depending on the category that *** accommodate 4 or more guests. This information is on our website at: www.royalcaribbean.com/cruises
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

***********************************
Royal Guest Experience Management
Initial Complaint
Date:04/23/2024
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.
On 3/17/23 booked a 8 night cruise leaving from ********* to ******* with trip insurance for $1,993.95. On 11/9/23 - Paid for a Soda Drink Package $179.20 & 2 Adult Beverage Packages $1,245.76. On 11/24/23 Paid for a Toy $16.99. On 1/14/24 Booked an Excursion $552 - totaling $3,987,90. The ********** collapsed in ********* and blocked the port. Royal Caribbean waited to a few days before to change port - I NEVER received any communication. 3/28/24 - I contacted them and said I wanted to cancel as the port was 5 hours away and that didn't work for us. I was told I would receive a FULL refund and it would take 14 Business Days. I have called 0n 4/3/24, 4/6/24 (was told I would be refunded $3,019.44), 4/18/24, 4/23/24 - have been given different information each time as well as different refund amounts. So far I was refunded $487.87 on 3/29/24 and $855.28 on 4/4/24 - totaling $1,343.15. The Balance due to me is $2,644.75. When I called today, again was given the run around and told I would be refunded $2,292.51 which is STILL not what I paid. I want like my full refund back that I am owed which is $2,644,75. This has been almost a month now.
Business Response
Date: 04/29/2024
Subject: *****************************
Case:21616357 BK# *******

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

Please be advise that this reservation was booked through a travel agent, and due to contractual agreements, we have limited access to the guests reservation and are unable to assist with directly with most inquiries. **************************** travel agent acts as a liaison and is best equipped to address his concerns, especially in matters involving cancellations. We sincerely appreciate his understanding and regret any inconvenience he may have encountered.

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: 04/29/2024

Complaint: 21616357

I am rejecting this response because:
1. I am a female and was referred to as 'him' and 'he' in the response which clearly shows their lack of attention to details or facts. Do better.
2. Yes I booked through a 3rd party but they informed me that is Royal Carribean who is holding the refund up and $1993 (of the refund owed) was booked DIRECTLY through Royal Carribean. Every person I spoke to a Royal Carribean gave me a DIFFERENT refund amount and a DIFFERENT timeframe in which I could expect the refund. No one can give me a clear answer but the run around. They should be fined with unethical practices.

Sincerely,

*****************************
Initial Complaint
Date:04/23/2024
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.
Booked our 2nd cruise on Royal after completing our first cruise in January 2024. The cruise was booked on the phone through I believe group sales. We were connected there because a family member was attempting to book many cabins as a family reunion we were going to ****** in July 2024. The cruise was booked on a Saturday with a one day hold. I had two rooms and two reservations with two $500 holds on my email address ************************* or my cell ************. On Sunday one of the family members could not go and we flipped gears cancelling the one day holds. My sister ***************************** successfully cancelled her rooms with full refunds. I cancelled mine that day as well with the group agent. I did not get the two $500 refunds. I followed up over the next couple of months with the same long explaining story to be told we should get refund, but as always needed another 10 business days. We did ultimately receive $500 for one reservation, but not the second reservation/room. At this point it is almost comical. Same phone number, same story, same 30 minute to 1 hour hold time, same agreement, same refund should come, but never receiving the monies.This needs to be resolved. Long time Carnival cruise and was trying ******* RCL, NCL, and others to see what is different. We rent suites, we ****** in casino(s), we book excursions, and tend to travel in groups. I usually budget $20-$30k per cruise and have to be your target customer. Baffled why this would be such a negative experience. At this point the $500 refund is principle. Not sure I would ever consider sailing even if free again, but no way I will ever consider RCL stealing $500 from my family. At this point the original cruise is still nearly *************************************************** January. The one day holds are nonsense and had you not done it like Carnival this wouldn't even be an issue. They book it and if you don't pay in 24 hours it self cancels. Food for thought.
Business Response
Date: 04/29/2024
Subject: ***********************************
Case:21613896

Thank 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 matter for ***************************************; however, the information provided is not enough to locate his 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,

Guest Experience Management
******************************************;
Initial Complaint
Date:04/23/2024
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 received a mailer on 4/22 for a free single occupancy with discounted rate for 2nd ******. My wife and I both have this offer so should have been able to both sail free with upgraded cabin for one of the 5 dates listed for Utopia of the seas. Offer code=240AC207. When I called on 4/23, I was told all cabins for that sailing are full for this offer but that I can pay to go. This is an absolute scam, every time they send these offers, they have already been filled but I can magically pay to go. This is false advertising and a con to get more money out of people. My wife and I spend thousands on Royal Caribbean cruises every year but these offers are a scam.
Business Response
Date: 04/29/2024
Subject:*************************
Case:21613517
Booking:No booking

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have reached out to Mr. ***** regarding this concern. Per our Club Royale Team, the Casino offer for the listed sailings on the Utopia of the Seas that Mr. and Mrs. ***** received was at full capacity when he called in 04/23/24 and is still at full capacity. They have advised that they are unable to honor the offer at this time. I recommend Mr. and Mrs. ***** reach out to our Club Royale Team at: ************** periodically to check the availability of this offer as it is subject to change.

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:04/22/2024
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.
BOOKING # ******* .En Sept 14/23 mi familia y yo decidimos hacer una reserva por los 15 de mi hija, la fecha de embar*** era 4/21/24. En *** reserva todos somos ciudadanos americanos menos mi esposo *** es residente, por lo *** yo en una de mis llamadas, pregunte acerca de su documentation de viaje re***rida y si necesitaba alguna ***** El customer representative me dijo *** no, *** solo pasaporte cubano y ***** card vigentes, nada **** ****, cuando nos dirigimos a abordar nos dicen *** el necesitaba una **** Schengen *** debia haber solicitado antes de viajar y *** demoraba 15 ***** cosa *** habian omitido siempre, aun cuando yo llame para cerciorarme de la documentaron re***rida. El asunto es *** perdimos el viaje, no pudimos abordar, se destrozaron los sueos de una nina *** celebraba su quinceanera y de unos ciudadanos *** trabajaron todo un *** para poder realizar su sueno y todo por un mal trabajo y una mala orientacion de un representante de dicha compania. Yo desesperada me pongo a llamar a Royal, tuve *** hacerlo 3 veces por la mala recepcion y me repiten en cada una, lo mismo, no necesita **** mi esposo. Pido hablar *** un supervisor y este Sr me explica *** va a tener *** re****r las llamadas *** yo he hecho a ese booking para ver *** sea asi, pero facilitandole su trabajo, podria che***ar las 3 ultimas *** hice para *** se de cuenta de la mala informacion. Ahora estoy en un punto donde me siento estafada, maltratada y enganada por esta compania *** creo *** haciendo uso de su nombre y de su poder piensa *** nuestro dinero va a ***darse perdido asi de *** manera sin importarles ni asumir su culpa. **** iba a abordar el barco llena de suenos e ilusiones, hoy todo esta perdido y tengo una nina *** los suenos rotos y unos ata***s ********* ***secuencia del duro golpe. Estoy ***sciente de *** ellos, como cualquier aerolina o compania de viaje, te debe alertar sobre lo *** necesitas para viajar antes de venderte un boleto. es su responsabilidad completamente.
Business Response
Date: 04/25/2024
Subject: *****************
Case: 21607711/7153618

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 the guest 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
Customer Answer
Date: 05/01/2024
Un supervisor de Royal Caribbean se comunico conmigo y despus de argumentar ***do en *** una vez terminado el crucero , lo cancelaba y me devolva mi dinero a la forma original de pago. DE ESTO NO TENGO SEGURIDAD ALGUNA HASTA QUE NO LLEGUE EL DIA. Yo le ped una carta para darle a la aerolnea para el reembolso por*** nosotros no vamos a viajar de regreso a *** ya *** nunca llegamos a salir puesto *** ellos no nos dejaron, por su mala informacin, abordar. El *****************************, *** es su nombre, me hace una carta donde reconoce *** la culpa fue de su mala informacin pero la aerolnea me dice *** los nicos responsables de ese fallo es Royal Caribbean. *** ellos no tienen nada *** ver con *** nosotros no podamos ingresar al pas, *** si Royal me hubiese informado sobre el visado , nosotros hubisemos tomado ese vuelo de regreso a casa. Todo esto es muy cierto. Royal Caribbean no cuenta con ********** *** nuestra familia ha sido victima en este asunto solo por un mal trabajo de su compaa. El dinero de esos boletos es responsabilidad de ellos tambien puesto *** todo parte del mal trabajo de un representante de dicha Ahora es fcil retornar un dinero *** no cubre el dao psicolgico de una quinceaera ni de una familia *** llevaba planificando este viaje un *** atrs. Nosotros estamos sentados en nuestra casa sin trabajo, sin salario, por*** "supuestamente" estariamos vacacionando. Hay 12 habitaciones en el barco *** iban a la celebracion de la Quinceanera , donde todos, como ciudadanos americanos no tuvieron problema para abordar. Royal Caribbean ha tenido con nosotros un acto cruel por*** los danos son irreversibles. Lo econmico, tiene *** correr por parte de ellos, nosotros no podemos seguir pagando por lo *** un representante de su compaa, *** adems se le paga por trabajar y un sistema sin la informacin adecuada; ha causado en nosotros y en nuestra hija adolescente. Necesitamos *** ellos asuman su negligencia y todo lo *** nos costo su mala informacion.

Customer Answer
Date: 05/01/2024

Complaint: 21607711

Un supervisor de Royal Caribbean se comunico conmigo y despus de argumentar ***do en *** una vez terminado el crucero , lo cancelaba y me devolva mi dinero a la forma original de pago. DE ESTO NO TENGO SEGURIDAD ALGUNA HASTA QUE NO LLEGUE EL DIA. Yo le ped una carta para darle a la aerolnea para el reembolso por*** nosotros no vamos a viajar de regreso a *** ya *** nunca llegamos a salir puesto *** ellos no nos dejaron, por su mala informacin, abordar. El *****************************, *** es su nombre, me hace una carta donde reconoce *** la culpa fue de su mala informacin pero la aerolnea me dice *** los nicos responsables de ese fallo es Royal Caribbean. *** ellos no tienen nada *** ver con *** nosotros no podamos ingresar al pas, *** si Royal me hubiese informado sobre el visado , nosotros hubisemos tomado ese vuelo de regreso a casa. Todo esto es muy cierto. Royal Caribbean no cuenta con ********** *** nuestra familia ha sido victima en este asunto solo por un mal trabajo de su compaa. El dinero de esos boletos es responsabilidad de ellos tambien puesto *** todo parte del mal trabajo de un representante de dicha Ahora es fcil retornar un dinero *** no cubre el dao psicolgico de una quinceaera ni de una familia *** llevaba planificando este viaje un *** atrs. Nosotros estamos sentados en nuestra casa sin trabajo, sin salario, por*** "supuestamente" estariamos vacacionando. Hay 12 habitaciones en el barco *** iban a la celebracion de la Quinceanera , donde todos, como ciudadanos americanos no tuvieron problema para abordar. Royal Caribbean ha tenido con nosotros un acto cruel por*** los danos son irreversibles. Lo econmico, tiene *** correr por parte de ellos, nosotros no podemos seguir pagando por lo *** un representante de su compaa, *** adems se le paga por trabajar y un sistema sin la informacin adecuada; ha causado en nosotros y en nuestra hija adolescente. Necesitamos *** ellos asuman su negligencia y todo lo *** nos costo su mala informacion.

Sincerely,

*****************
Business Response
Date: 05/03/2024
Subject: *****************
Case: 21607711
Booking: 7153618

Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.
We have been in contact with *********** regarding this concern. We are waiting for additional documentation from for our review.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and will stay in communication with Mrs. *** until it is resolved.
Sincerely,

*******************************
Guest Experience Management
Customer Answer
Date: 05/08/2024
EL DIA DE **** YO LE ESCRIBI A ESTE **************************** QUE ERA QUIEN ORIGIN**MENTE ME ESTABA ATENDIENDO Y ME CONTESTO ESTO QUE LES ADJUNTO. LA PERSONA QUE ME ESTA GESTIONANDO LOS OTROS COSTOS, ******, ME LLAMA HOY PARA DECIRME EL TOT** REEMBOLSABLE PERO NO ME INCLUYE MI CRUISE COST PORQUE DE ESO SE ENCARGA ************************* Y ******, ME DICE QUE EL PERIODO PARA RETORNAR EL DINERO A MI TARJETA ES DE 14 A 30 **** LABORABLES. NO SE EN ESTE PUNTO QUE ES LO QUE CREER, NUNCA HE VISTO UN CREDITO CON TANTO TIEMPO NI HE LEIDO TANTA INCONGRUENCIA ENTRE DOS PERSONAS QUE TRABAJAN EN EL MISMO LUGAR Y EN EL ISMO CASO. LA VERDAD, YO CREO QUE HASTA QUE NO RECIBA LO QUE PAGUE, NO VOY A SABER QUE ESPERAR DE ESTA COMPANIA. SOLO SE QUE NOSOSTROS, LOS AFECTADOS, TENEMOS QUE SEGUIR ESPERANDO POR RCCL , DESPUES DE SU M** TRABAJO Y AUN NO VEMOS LA LUZ ** FIN** DEL TUNEL. ESTUVE TRATANDO DE ESPERAR LO QE ME DECIAN ANTES DE LOS 10 **** HABILES QUE ME DABAN PARA CONTESTARLES PERO, POR LO QUE VEO, ELLOS VAN A HACER MAS LARGA LA ESPERA. ROYAL CARIBBEAN CRUISE LINE ** PARECER NO TERMINA DE DEJARNOS PASAR EL DOLOR, EL TRAUMA, LA DESILUCION DE UNA QUINCEANERA, EL MENOSPRECIO, LA DESCRIMINACION, EL ABUSO DE PODER Y TODO LO QUE ESTAMOS PADECIENDO GRACIAS, A SU M**A INFORMACION.
Customer Answer
Date: 05/08/2024

Complaint: 21607711

EL DIA DE **** YO LE ESCRIBI A ESTE **************************** QUE ERA QUIEN ORIGIN**MENTE ME ESTABA ATENDIENDO Y ME CONTESTO ESTO QUE LES ADJUNTO. LA PERSONA QUE ME ESTA GESTIONANDO LOS OTROS COSTOS, ******, ME LLAMA HOY PARA DECIRME EL TOT** REEMBOLSABLE PERO NO ME INCLUYE MI CRUISE COST PORQUE DE ESO SE ENCARGA ************************* Y ******, ME DICE QUE EL PERIODO PARA RETORNAR EL DINERO A MI TARJETA ES DE 14 A 30 **** LABORABLES. NO SE EN ESTE PUNTO QUE ES LO QUE CREER, NUNCA HE VISTO UN CREDITO CON TANTO TIEMPO NI HE LEIDO TANTA INCONGRUENCIA ENTRE DOS PERSONAS QUE TRABAJAN EN EL MISMO LUGAR Y EN EL ISMO CASO. LA VERDAD, YO CREO QUE HASTA QUE NO RECIBA LO QUE PAGUE, NO VOY A SABER QUE ESPERAR DE ESTA COMPANIA. SOLO SE QUE NOSOSTROS, LOS AFECTADOS, TENEMOS QUE SEGUIR ESPERANDO POR RCCL , DESPUES DE SU M** TRABAJO Y AUN NO VEMOS LA LUZ ** FIN** DEL TUNEL. ESTUVE TRATANDO DE ESPERAR LO QE ME DECIAN ANTES DE LOS 10 **** HABILES QUE ME DABAN PARA CONTESTARLES PERO, POR LO QUE VEO, ELLOS VAN A HACER MAS LARGA LA ESPERA. ROYAL CARIBBEAN CRUISE LINE ** PARECER NO TERMINA DE DEJARNOS PASAR EL DOLOR, EL TRAUMA, LA DESILUCION DE UNA QUINCEANERA, EL MENOSPRECIO, LA DESCRIMINACION, EL ABUSO DE PODER Y TODO LO QUE ESTAMOS PADECIENDO GRACIAS, A SU M**A INFORMACION.

Sincerely,

*****************
Customer Answer
Date: 05/08/2024
GRACIAS POR LA AYUDA EN LA COMUNICACION. SOLO UNA SALVEDAD, EN MI CONTESTA ANTERIOR NO DIJE QUE NO ESTOY DE ACUERDO CON LO QUE RCCL ME DIJO QUE IBAN A HACER SOLO HICE REFERENCIA AL TIEMPO PROLONGADO QUE ME DIJERON TOMARIA EL REEMBOLSO , EL CUAL EXCEDE EL TIEMPO QUE BBB ME DIO PARA CONTESTAR. POR TAL RAZON HICE EL UPDATE DE COMO IBA Y ESPERO QUE CUMPLAN CON LO DICHO POR PARTE DE ELLOS. POR EL MOMENTO, SEGUN ME EXPLICA SU REPRESENTANTE, ESPERAR EL TIEMPO QUE TOMA SU SISTEMA EN HACER ESTE TIPO DE REEMBOLSOS. UNA VEZ LO HAGAN LES HARE UN UPDATE FINAL A UDS.
UNA VEZ MAS, GRACIAS POR EL APOYO.
Initial Complaint
Date:04/19/2024
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.
My wife of 42 years and I purchased (2) two NEXT CRUISE CERTIFICATES while on a cruise in 2022 and during the Pandemic when RCCL asked us to trust them and support their business. As a Stock Holder I wanted to do my share. Apparently these certificates expired 132 days when we brought this to the attention of RCCL they told us these certificates were worth $ 400 total and carried with them the promotions offered during the Pandemic of 6 times the point value per day at sea for the cruises booked. On top of this when we continued to book cruises RCCL used the newly purchased Next Cruise Certificates instead of the OLDER expiring certificates penalizing my family who is close to Pinnacle Status and cruised for over 35 years exclusively with RCCL and Celebrity. As a retired Fireman and **************** and currently disabled I can only do so many cruises pursuant to my physicians and health. I'm requesting from RCCL a FULL Reinstatement of all expired Next Cruise Certificates and I would like all my Next Cruise Certificates attached to my Royal Cruise account so everyone can see these as we book future cruises and we use the oldest certificates FIRST. Thank you for your consideration in this as my request is reasonable, fair and the honorable thing to do for a family that breathes, plays and promotes RCCL and their brands.
Business Response
Date: 04/29/2024
Subject: ***************************

Case: ******** Booking *******, *******, ******, 606790

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

We always look forward to hearing from loyal members of our Crown & Anchor Society. We have made several attempts to reach ****************** to review his concerns but unfortunately, we were unable to reach him. Our records show that ****************** next cruise booking number #******* for Jewel of the Seas sailing November 18, 2024, where the deposit of $400.00 was applied to reservation number. We also show that future cruise certificates were applied to his reservation in the amount of $656.00 for **** and ******.

We would be happy to investigate this matter further for ****************** however, the information provided us not enough to locate is other 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 happy to locate the details and research this matter.
Thank you for bringing this matter to our attention. We look forward in reviewing any further questions and concerns.
Sincerely,

*********************************
Royal Guest Experience Management
Initial Complaint
Date:04/19/2024
Type:Order 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 all know the ********** near ********* had a very unfortunate accident a few weeks ago. We booked a cruise over 6 months ago with ********* as the port. The sailing date is 5/25/24. As of today, April 19, there has been no communication to passengers who booked this trip. Bringing family members from other cities to ********* has required much effort. Many of the fees paid for travel are non-refundable. At this point Royal is contemplating gathering in *********, packing luggage on trucks and passengers on buses to make the 21/2 hour trip to ******* to embark. Obviously that would repeat its self in reverse order on disembarking at the end of the cruise. Being disabled, the idea of a long bus ride to start/finish the cruise isnt what we originally signed up for. They said they may be ADA ********* buses but I doubt they can accommodate. Also, when booking a fare, you can and I did spend a good deal of money for 2 passengers to have what is known as The Key. Its supposed to guarantee priority boarding and disembarking from the ship. They cant possibly accommodate this with people arriving is bus load batches. It is hard to place a dollar value on inconvenientcy but clearly there is some. A fair resolution would include refunding of The Key fee as it is not the convenience package that I paid for. The cruise line should also consider on board credits as a token for the inconvenience of being carted away to a distant port, adding physical discomfort for what is supposed to be a relaxing cruise. Their only response to several phone calls regarding this issue has been to repeat that it wasnt Royal Caribbean that knocked down the bridge and should not have to do anything over and above what is explained above. That offer lacks remorse for failure to provide what was paid for as well as no compensation for the wear and tear of a long motor coach trip. They can and should compensate for the inconvenience.
Business Response
Date: 04/25/2024
Subject: ***********************
Case:21598430 / Booking ID *******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Regarding the guests sailing, our itinerary currently remains unchanged. Please note that this situation remains very fluid, and we are actively monitoring developments. The guest has contacted us on 3 occasions looking for new insight, where we have assured the guest, we will provide further updates and even offered a change of sail date, to which they declined. We will be sure to advise the guests Travel Agent as soon as any updates on changes becomes available. For the guests convenience,we have provided the link to our website, regarding Travel & Itinerary Updates.
*********************************************************************************
We kindly advise the guest to contact their Travel Agent regarding their transfers,as we cannot discuss this with the guest directly. We have confirmed with our ****************** all transfers within the U.S. must be ADA ********** Guests will need to book the transfer through their travel agent and reach out via email to our ***************** at ************************
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: 04/28/2024

Complaint: 21598430

I am rejecting this response because: this complaint is not about money, the cost for the sailing is actually quite fair. What you missed, is exactly what the problem is. Your company left thousands of people without the information necessary to make decision about a major event coming up. Your website was useless in gathering facts regarding what all of your customers needed to know. Your company is big enough to have social media accounts monitored and if they had been diligent about superior customer service, someone should have noted the confusion and provided some measure of caring about your reputation. Your answer is particularly short of corporate conscience in that more than one of your short responses was that your company owed the Travel Agents information, but never advised the ultimate customers in any form (have your heard of email?) My in box sure attracts plenty of interest trying to sell me more cruises yet couldnt be used by a single employee an offer any advice, period. Your company is rolling in cash now, with your megaships packed with plenty of customers, many new to the cruise world. The newness of the pretty, shiny product will die down and your occupancy will inevitably drop as people find other pursuits to spent their money.
Clearly, putting enough of the right resources into communicating with customers is clearly not a Royal Caribbean priority. Never has been and Ive dealt with your company as far back as 2006. As the representative of the company, if you are going to answer complaints, you might want some training in how to properly respond to a customers legitimate concerns. This response is in no way satisfactory, does not address the issues and truly makes your company look bad. People check BBB reviews and the negative feedback needs to be made known. There are plenty of other cruise companies that offer the same itineraries as you do. In this scenario, Royal Caribbean is the replaceable factor. The company has not disappointed me in the past. And now, you have. Big deal, right?

Sincerely,

***********************
Initial Complaint
Date:04/19/2024
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.
I booked a cruise (booking number ******) 2/7/2024 with Royal Caribbean and paid the deposit of $750. I canceled the booking 2/8/2024 within the 24hr cancellation window. I still have yet to receive the $750 refund as of today (4/19/2024). I patiently waited for the refund until 4/4/2024 when I called & spoke with a representative who assured me I would receive the refund in 3-5 businesses days as he would be overriding the usual 7-10 day period due to my situation (of having waited so long). I called again 4/15/2024 at which time I was told by mutiple representatives that I would receive the refund 4/18/2024 with one representative who was allegedly a manager telling me she was 100% sure I would receive the refund on 4/18/2024 and that she would call me 4/18/2024 herself. She then offered me a $100 credit towards future travel with Royal Caribbean that I declined.I received neither the refund nor the phone call.I called again 4/19/2024, was transferred around several times. One representative told me the reservation wasn't with Royal Caribbean, but instead was with Celebrity. He transferred me to Celebrity who then transferred me back to Royal Caribbean because the reservation was in fact with Royal Caribbean! The next representative was unable to locate my reservation until after being on the phone with him for over ten minutes. This representative told me he checked a system that showed that the refund was issued 4/18/2024. I called my bank who stated that they have not received any funds from Royal Caribbean. I merged the called between Royal *************************** bank and the bank rep confirmed they had not received anything.I have waited over 2 months for this refund. I am now awaiting a call from ****** of the resolutions team with Royal Caribbean Monday 4/22/2024 to follow up (that I had to demand). He was unable to provide me with an identifying number for himself nor was he able to provide me with a time or timeframe to expect his call.
Business Response
Date: 04/23/2024
Subject: ***************************
Case: 21597581
Booking: 707767

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

Our records indicate $750.00 refunded to the same form of payment on 04/18/24. We have reached out to **************** via her telephone number and email address advising the refund is under review with our Accounting Team. We will stay in contact with ****************.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and will continue to communicate with ****************.
Sincerely,

*******************************
Guest Experience Management
Initial Complaint
Date:04/18/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reservation number - ******* I booked a balcony ocean view for Icon of the seas with Royal Caribbean for 06/08/2024, they assigned me a neighborhood Balcony which is not what I wanted AT ALL. I am traveling with kids and they are telling me thats what they have. They have deceiving booking/advertising through the Royal Caribbean site where I booked through where they are trying to trick people to book and not pay attention. I would have never booked such a room with kids. I spoke to two supervisors and asked that they can please provide me with two solutions. Either give me the ocean view balcony OR refund my money so I can book with another cruise line. They are refusing to do so and I am now forced to board their ship or I lose my money. tried to reach supervisors and they said they are too busy and they will call me back and they never did.
Customer Answer
Date: 04/18/2024
Issue has been resolved, please cancel complaint.
Initial Complaint
Date:04/17/2024
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.
I was on a cruise with Royal Caribbean from ********* to ******** and ******** (March 8th to 11th) and on the first day of this cruise, I became very sick and ended up going to the on board medical facility for treatment of the flu. Upon being release from the medical facility, we were told that we were quarantined in our room and were not allowed to leave until released by the doctor. We were isolated in our room from the entire remainder of our cruise. We had paid for transportation from the ship dock to the airport, but none was provided and ended up having to again pay for the transfer from the dock to the airport. I called a ************************* from the main office and he said he would look into giving me and my wife a refund due to having been quarantined. He promised to be in touch with me on the 4th of April, but has never called back. I am requesting Royal Caribbean provide me a full refund and in addition, reimburse me for the port to airport cost of $75. In addition to them charging me for this cruise, I also received a bill of over $1382 for medical visits to the on-board medical facility. Royal Caribbean seems only to care about money and not the customer and I am highly dissatisfied with their inaction and failure to respond.
Business Response
Date: 04/24/2024
Subject: *********************
Case: BBB 21589749/4612558

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our records indicate that **************** was the only guest isolated by our medical team. As per company policy he was issued a Future Cruise Certificate for the 3 days of isolation. We have included the Cruise Ticket Contract for your review regarding Health Acknowledgement.

In addition, Mr.& ***************** both had visits and were charged for medical treatment not related to the reason for isolation. They did sign a consent acknowledging that there would charges for services. If they have not already done so, we suggest they may be able to file an insurance claim for the medical service. If they would like to request their medical records, we have included the link below for their convenience: ************************************************************************

As requested, we have refunded the guest for the unused transfers from the pier to the airport. Please allow 7-10 business days for processing.
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: 04/25/2024

Complaint: 21589749

I am rejecting this response because: our room was considered isolated which would have also included my wife. I was never release by the Doctor regarding my isolation up until we de boarded the ship. I do not want any credit or coupon, I want a refund for me and my wife. You did not say how much you reimbursed for the failure of transportation to the airport, but I ended up having to pay $75; I expect this amount returned to me. You have a bad customer service process, as the representative I contacted made a promise and never called back as stated. You get a D- for customer service.

Sincerely,

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

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