ComplaintsforMargaritaville at Sea
Cruises
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I went to purchase a cruise for sail date of 9/4/24. The rate on their main website booking page, states that the large suite with balcony is $300 per person. When I click to book, it changes the prices to $399 per person. I called on 8/16 to book with an agent, so I could ask about the price variance. He continually told me it was an error on their site and kept asking if I wanted to book. I told him I would like to book at the price listed. He said he took snips if everything went was describing because he could see it too. He put me on hold and when he couldnt find a supervisor, he said someone would call me back within 24/48 hours. It is now 4 days later - no call. The price still shows $300 per person but then reverts to $399 per person. Deceptive advertising!Initial Complaint
08/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Aug 4 my friend and I attempted to cruise on the Margaritaville ***************. Weather became an issue and the cruise was delayed. Hours passed before we were notified we were being delayed. Reserved a hotel room and told by people already on the ship were were being delayed again. No news from the cruise line for many many hours. Finally reached someone on the phone to be told emails would be sent which didnt happen. Our 6 day cruise was shorten to 3 with only one port visit within the **. We rented a car and drove home since they wouldnt say for sure when we could sail. Weather is understandable and no problem with protecting safety but lack of communication or prorating of cruise (which was on other lines) is poor business. I called 32 times for information and to speak with a supervisor. No one has ever returned my call. We were given the option of taking the cruise within a year. Today my friend received an email stating she was booked leaving on August 18th she has NEVER contacted them to reschedule. If I had not called we would have been considered a no shoes on a cruise we didnt book. I called and was told it was auto generated. This cannot be true!!! Poor poor poor business!Initial Complaint
08/14/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I requested a refund on 7/21/24 and they sent the refund to uplift which is the 3rd party payment I used to pay for the amount. Well that refund failed and 2 weeks later I hear nothing about it until I called MAS to inquire about the refund. Then they tell me it's gonna take another 4 weeks for them to mail a check to uplift. I'm just tired of the run around and need my refund. I had to cancel due to family emergency and I needed the moneyInitial Complaint
08/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked a cruise with Margaritaville at Sea, when we got on the ship our room did not have accommodations for three people like I had reserved, it was only a double bed for 2 people and no room for a third. ************** said the boat was sold out, would not let us off and reschedule the trip but to come back in 2 hours for a fix. We didnt get any fix when we came back, the boat was sold out but now we werent in the port anymore and getting off wasnt an option. I basically offered to them our only option was to take my daughters room that could accommodate another bed and basically the whole first night was spent getting the room situation fixed, we missed dinner and the shows. Ive tried to file a complaint with margaritaville customer service to get a trip rebooked for everything like I had paid for and their only offer is a voucher in which would have to pay all taxes and fees again and I think thats unfair that I did nothing wrong by booking a trip with their online system and it booked the rooms wrong. We do not get a choice in rooms their system assigns them for everyone when you tell them your occupants and room type choice and I am just asking for a redo of the trip on them that I already paid for once and didnt receive for my family.Initial Complaint
08/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
My booking information: ******** Port: WPB-GBI-WPB Confirmation Date July 21 2024 Prior booking I was not informed about the extra charge fee that they will be adding on the ship. When boarding we specifically asked them if there any extra charge that will adding on my card since they want a credit card on file if I make any purchases on the cruise. Prior to that they said the amenities charged are optional, we don't have to pay for it. Now that the problem they are trying to make us pay extra for something that is optional and we not doing that.Initial Complaint
08/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am writing to file a formal complaint against Margaritaville At Sea regarding their deplorable service and unfair refund policy. I spent over $1300 on a 2-day cruise, which was an extremely disappointing and unsatisfactory experience. Since July 28th, I have been trying to contact Margaritaville At Sea to request a refund. I only received one response acknowledging my first email, with no further communication afterward.Despite their policy stating that they may take up to 180 days to respond to refund requests, this is an unreasonably long time for customers to wait. I find it unacceptable to wait half a year to get my money back for such a terrible experience. I am seeking assistance from the BBB to get a prompt and fair resolution to this matter.Initial Complaint
07/31/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased 3 cabins for Margaritaville At Sea Islander cruises out of ************** for myself, *******************, daughter ********************************* *************************. It has been over 5 weeks since its return and I can NOT get anyone from cruise line to help me make corrections on bill or help me locate my clothes left in a drawer in my cabin. (7269) On ship they referred me to customer service phone # ************. I have called about 7x.each time Im told my issues have been escalated and a supervisor will contact me. No call.ever. I spent about 10 hrs on this so far-here are the issues:1)- NEED my clothes left in a drawer in cabin- multiple shorts tshirts (workout clothes) 2)- was not refunded for the Key West snorkeling excursion that was cancelled due to weather ,I have disputed charge with ***** credit card and they are working on this ..2charges of $233.98,one $116.99.3)I was charged for two people govt tax in my room, should've been one- owe me 1/2 of $275= $137.50 4) Purchased a drink package to allow for 15drinksperday...My invoice loaded with drink charges though never exceeded 15 drinks per day- never told there were conditions to this - bartenders say its all included...finding out no one knew but the phone **** tell you the fine print, though was never given anything to read fine print. Very sneaky just not right. So frustrating- please help!Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Margaritaville at Sea cruise departing ****************** to ******* on July 4th, 2024 and returning on July 6th, 2024. From the start it was a disaster, false advertising on the website states BOGO rates on their website and I paid $1041 for 2 passengers plus an additional $300+ per person in port fees. Less than 12 hours after my initial booking I called back to report a change in fees on their site. They moved me to a different room and claimed they would refund me $120 for the difference in rates. Instead they charged me an additional $120 then refunded that $120. They are crooks!! Numerous additional unauthorized charges for services they claim are included such as Free WIFI advertised on their website. The ship was completely unsanitary, we had stains on our sheets at arrival, stains on bathroom and bedroom counters, no hot water, shower head was falling off, AC set to freezing cold temperatures and red itchy bumps all over our bodies from bed bugs. The food was runny, cold, sparse and deplorable leaving us starving and sick to our stomachs for 3 days. We left the ship nauseous and vomiting from the conditions we endured. We reported multiple issues to staff who minimized our complaints and brushed them off. No one showed any concern for the unhealthy and unsafe conditions we were susceptible to on this ship. Our departure from the port was delayed by 2 hours and our disembarkation was nothing short of a safety hazard. There were hundreds of passengers crammed into the 5th floor waiting for over 2 hours to get off the ship. When we were finally cleared to get off it was a STAMPEDE where my daughter was practically trampled over by other guests. Again not one staff member had any concern for the safety of the guests. I'm demanding an immediate refund of the cruise fees ($1041) and port fees ($622.04) and the rate change ($120) paid for this disgraceful floating hazard. The health department really needs to look into this matter as this ship should be condemned.Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I responded to a ******** or ****** Ad for a free pass on Margaritaville at Sea Cruises. I thought it was for Tampa Fl departures... but it was for ********** Departures. I called immediately and asked for a refund. They said they would get back to me and never did. I then thought -- OK I will try and use this out of ********** but I could not figure out how to do this... and I cannot get anyone from GOV * (the initial vendor) or Margaritaville at Sea to respond to me.Initial Complaint
06/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Sail date on line purchases double as booked as you go. So deceptive. They argue with you as you go through the process. So sad as ************************* is now deceased. Bait and switch at its finest. Please put out warnings as this a very deceptive practice. Thank you.Business response
07/19/2024
Upon searching, no reservation was found for *************. Our offers, along with their terms and conditions, are detailed on our website. We're unsure of the specific issue the guest is referring to, so we suggest they give us a call so we can assist and answer any questions.
Kind regards,
Customer response
07/22/2024
Complaint: 21895440
I am rejecting this response because:there was no reservation made because they bait and switched me. The reason for the complaint. Thank you.
Sincerely,
*************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
54 total complaints in the last 3 years.
36 complaints closed in the last 12 months.