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Review from Vicky M
1 star07/31/2024
Stay away from this agency. There is absolutely no customer service once you book something. We booked a cruise through them, and what we were told we get is not what is showing up. Been trying to reach someone to fix this and no response. Tried emailing the travel agent. Never gets back. Tried calling her and it just clicks off like she doesnt exist. Tried calling corporate office. No response. Everything is automated reply with no follow up. Horrible. Do not book with them
Arrivia Inc Response
08/13/2024
Dear *********************, We sincerely apologize for the issues you experienced when trying to contact your agent regarding your cruise booking. Unfortunately, this agent is no longer with iCruise. Hhowever we have a ************* team available 7 days a week to assist. They can be reached at ************** or by email at *************************************************************** This information is available via the iCruise Rewards website to members. However, since you booked through ********************' account, he would have needed to provide this information to you. Please know that we strive to offer the very best service to our members. We would be happy to provide a complimentary iCruise Rewards membership to utilize for any future cruise booking. Please send an email to ************************************ and we will provide your account details. We look forward to assisting you in the future. Kindest regards, ************, VP Customer CommitmentReview from Mekki m
1 star07/30/2024
Summary:Our recent experience with Westgate Cruise and Travel was extremely disappointing due to serious misrepresentation and poor customer service.Details:Trip Dates: July 12 - July 20 Location: ********, ****** *********************************** we booked through Westgate lacked an elevator, a crucial detail as we were traveling with an 86-year-old with mobility issues. This information was missing from ********** website but was clearly noted on the hotel's Expedia listing.Unclean ************************* room was not clean.Lack of Assistance: Despite numerous calls, Westgate failed to relocate us to a suitable accommodation.False Promises: We were falsely told that the hotel manager agreed to provide a new room, which was not the case.Forced to Find Alternative Accommodation: We had to secure an Airbnb for the remainder of our stay due to the issues with the hotel.Inadequate Refund: Westgate offered only $500 of the $2,922 spent on the unusable hotel unit.Conclusion:Due to these issues and the lack of resolution, we are highly dissatisfied with ********** services and do not recommend them.Review from Connie L
1 star07/20/2024
Icruise sent my first invoice stating: prepaid gratuities included and a total owing final payment $898.76 after down payment of $500 I paid. Final payment date was November 3, 2024. Days later they sent a new invoice predated to first booking date with a final payment of $1150.76 due on October 27, 2024. I contacted them sent pictures of first invoice and second. They refused to credit me back the bonus offer given of prepaid gratuities and insisted I pay the higher final charge on the earlier date. Icruise has no integrity and lies to it's customers.Arrivia Inc Response
07/31/2024
Dear Ms. ******** We sincerely apologize for the issues you experienced with your cruise booking. We appreciate you bringing this matter to our attention and allowing us the opportunity to review and address your concerns. Per our communication yesterday, we have resolved the issue with the prepaid gratuities and added an onboard credit as a goodwill gesture for the inconvenience. We hope this resolution meets your expectations and helps rectify the situation. We value your feedback and are committed to improving our services to prevent such issues in the future. Thank you for your patience and understanding. We look forward to assisting you with your future travel plans. Kindest regards,************, VP Customer CommitmentReview from Madalyn B
1 star07/12/2024
This travel agency is totally a shame; definitely a disappointment to be endorsed by USAA! Please do not be misled by their business practices. After purchase unable to contact any service representative only ask to leave message with no return call. Theres no star rating (0).Arrivia Inc Response
07/16/2024
Dear ******************, we sincerely apologize for the issues you experienced. We appreciate you bringing this matter to our attention and allowing us the opportunity to review and address your concerns. We were sorry to hear that your traveling companions needed to cancel due to the recent hurricane in *****. Per our discussion on July 15, 2024, you will be submitting a claim to obtain a potential refund of the applicable cruise line penalties. Claims are, of course, at the discretion of the insurance provider.We value your feedback and are committed to improving our services to prevent issues in the future. Thank you for your patience and understanding. We look forward to assisting you with your future travel plans.Kindest regards,************, VP Customer CommitmentReview from James M
1 star06/14/2024
We booked 10 people on a cruise and we're told that we would all have the the plus package for drinks and food and turns out they lied to us. We had to purchase it on board for two members. We spent over 10 hours on the phone with this scam of a company over 4 different calls and kept being told a supervisor would call back and after 2 weeks we finally spoke with someone who said they listened to the calls but kept giving us cookie cutter responses. We are suing them in small claims court.Arrivia Inc Response
06/28/2024
Dear ********************,We sincerely apologize for the issues you experienced with your cruise booking. We understand the frustration and inconvenience this has caused you and your group. We appreciate you bringing this matter to our attention and allowing us the opportunity to review and address your concerns.When we received your complaint, a supervisor was already working on the case. As a result, we have reimbursed you for the amenities that were not purchased in advance, totaling $840. We hope this resolution meets your expectations and helps to rectify the situation.We value your feedback and are committed to improving our services to prevent such issues in the future. Thank you for your patience and understanding. We look forward to assisting you with your future travel plans.Kindest regards,************VP, Customer CommitmentReview from Cheryl S
1 star05/23/2024
Booked a cabin on a group cruise for next year 2025. A family conflict arose so I decided to cancel and call the agent - who had changed his phone and conveniently never notified any of the 70 cabins booked. I finally trapped a Arrivia roto-caller into contacting Arrivia customer service; yes the ********************** got cancelled from Royal Carribean, but NO email confirmation or notification of refunding my $200. deposit. Thank goodness I found out Arriva is a scam, as they have NO customer service main phoneline and want the customer to fill out a form to communicate with them. If you're calling the main phone (several scam numbers) they all have the same message: dial your agent extension and they are always "not available" so you can leave a message and they'll ghost you on the personal level. If you actually press 0 as suggested for the next agent, you'll get the message: our hours are 9 to 5 mountain time and call back when we are open and I'm calling 10 am and 2 pm Mountain time what a scam Arriva is this company is. Does corporate even look at the customer rating of 1 star or care.Arrivia Inc Response
06/07/2024
Dear **************, We sincerely apologize for any issues you encountered. We attempted to reach you on multiple occasions to discuss the matter. Please know that we are not a scam. Our agents follow internal procedure that requires them to submit a form from time to time so our back office can action the request. This assists the member as well by avoiding long hold times. Please know that we confirmed with the cruise line that your $200 refund was issued on May 29th. If you do not receive the refund, please feel free to reply to the email received from my team. We would be happy to assist. Kindest regards, ************, VP ******************* ******* of the ***********Review from Charlie S
1 star05/09/2024
My membership was good until Jan 2025, but I had been a member for over a year and never found them to be the low cost on any cruise, and I've taken quite a few over that time, so I couldn't find an option to cancel my membership on-line, so I called. I got the run-around for 40 minutes before finally getting someone to cancel my membership, and I had to be very forceful to get off the phone that soon. I would not recommend them, the same cruises can be found cheaper for free.Arrivia Inc Response
05/20/2024
Dear ******************, we sincerely apologize for any inconvenience. Your auto-renewal has been canceled. You can view this information online via the My Account page of your ********************************************** Rewards account. We are sorry to see you go, but please know your account remains active for the remainder of the year and your benefits are available should you wish to book with us again. Please reach out if we can assist you with your future travel needs. Kindest regards, ************, VP of Customer Commitment.Review from RatanKumar S
1 star03/31/2024
I had booked a cruise with iCruise in July 2023 from ******* to ******. I had multiple discussions with the agent about the cruise and requirements. While most queries were answered, they did not update me on travel documents. I had shared my **** status, but they did not inform me about additional requirements. On the day of boarding, me and my family (including our infant) were denied boarding. We were stranded in a new city not knowing what to do and managing our baby. We had to book a hotel nearby and return the next day to ********** by paying extra for airfare. I initiated my discussion with the agent's manager who promised me resolution. But it has been more than 6 months now, and they have stopped responding. I need my expenses covered for all the trouble and trauma I had to go through. The cruise was planned to celebrate my baby's first year birthday, which went in vain. Atleast I expected them to understand and bear my costs. The celebration moment was lost that cannot be redone.Arrivia Inc Response
05/14/2024
Dear ******************,We understand the disappointment you experienced regarding your cruise, and we appreciate the opportunity to speak with you about this issue. Unfortunately, the manager assisting you is no longer with our agency, and this is the reason you did not receive a response. Travel requirements change frequently; therefore, we advise all guests in writing, via their invoice, that it is their responsibility to obtain all required travel documents for the destinations they will be visiting. However, on your behalf, we contacted the cruise line and confirmed they refunded the taxes in September 2023. In addition, as gesture of goodwill, we have refunded our agency commission. If we can be of further assistance, please let us know.Kindest regards, ************, VP of Customer Commitment.Review from Thomas B
1 star03/28/2024
I was sold a a 7 day cruise package for 2 senior citizens on 1-2-24 that cost me $1,729.28 plus ****** ************ fees & $259 insurance it did not include any discounted services like drink package shore excursions discount or wifi. On 3-26-24 at 6:45 I saw a price for the same room that was $371.38 cheaper and included drink package, internet package shore excursion discounts.The response by Cruise1 was that the person who sold me the package was no longer there. I was told that there was a 90 day requirement to address my grievance and my insurance package would only work for a medical reason.Do yourself a favor and avoid this travel agency.Arrivia Inc Response
04/17/2024
Dear **************, we sincerely appreciate you as a valued member and would like to express our gratitude for your patience while we worked to resolve the matter at hand. We are delighted that we had the opportunity to directly address and rectify the issues you encountered. If there is anything else we can do to assist you, please do not hesitate to let ** know. Kindest regards, ************, VP Customer CommitmentReview from Michele G
1 star02/19/2024
I think there should be an option for No stars! No stars. Less than 0 is what I rank this organization. The agents are clearly make the sale and offer nothing more. I asked several questions as being new to cruising and to international travel and he lost his patience with my questions. He didnt provide any information regarding what we could expect for what we paid for, upgrades, off boat excursions, flights to get from the ******* to ******* the place the boat left from. I called and emailed to ask for his expertise and even tried to reach out to the individual covering for him when he was out to no avail. This company is horrible! Id NEVER ever recommend them to my worst enemy. They make the sale and BOUNCE! He asked more questions about when my friends were going to call him about booking the same cruise which they decided to go with another travel agency and thankfully have had a much better experience and their travel agent has helped us with information we needed to ensure we reached the port to get on the boat. Shame on Arrivia. They suck! Do not use them. If you do you do at your own peril!Arrivia Inc Response
03/05/2024
We regret the inconvenience you faced with our service regarding your upcoming cruise booking. Our primary goal is to respond to any queries effectively. If we fell short in this regard, we sincerely apologize. Your reservation is currently being cared for by a newly assigned team specializing in luxury cruise bookings. We are thankful for the opportunity to communicate with you and resolve this matter. We wish you a wonderful time on your cruise. Should you require any further assistance or have additional questions, please feel free to reach out to us at any time. Kindest regards, **********, VP Customer Commitment.
Customer Review Rating
1.37/5stars
Average of 81 Customer Reviews
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