Complaints

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:04/22/2025

  Type:Sales and Advertising 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.

  My husband and I sailed on Celebration on Jan 19, 2025 and had a Spa Balcony room. We wanted to take advantage of the added amenities such as the classes, the scrubs, the thermal suites, etc. I also won a spa service during the welcome party in the casino. We have sailed on several Carnival ships and utilized the spa services. We have never been treated so terribly as we were on this cruise. The representative at the front desk whom I'm assuming was the manager on duty had a terrible attitude.I wanted to use my voucher for a massage. When I made the appointment, I let them know that I had won a service. However, when it was time to pay for the services, the manager acted as if she didn't know what I was talking about and kept insisting that we pay for both services. Then, when I informed her again that I had won a spa service, she doubled down on her bad attitude and said she needed to verify as if I were lying to her when they had already sent an email. After almost an hour, she finally called them to verify and was informed that they had already sent an email regarding the voucher. Then when I asked if the masseuse was still going to get paid or if I needed to tip her separately, the manager kept saying "It's paid for you can go!" On another day I went to get the scrub sample that's supposed to be a perk of having a spa balcony. The fine print states that you have your choice of scents that are made fresh. When I asked about it, the same manager just pulled a jar from underneath the counter and practically threw it at me. And, it didn't even have a lid on it so oil was spilling all over the place. I ended up just throwing it away because it was useless. When we asked about signing up for the classes, which were supposed to be a choice of pilates or yoga, the representative in the gym signed us up for a weight loss seminar! Everyone we encountered EXCEPT the masseuse Joy, had a nasty attitude and were overwhelmingly unpleasant, condescending and dismissive.

  Business Response

  Date: 04/23/2025

  Hello ********,

  Thank you for taking the time to share your experience from your ******* sailing on the Carnival Celebration. Were truly sorry to hear about the challenges you faced during your visit to the spa, and we appreciate you bringing these matters to our attention.

  We sincerely apologize that the Spa Manager was not aware of the spa voucher you had won at the Casino Welcome Party. While were glad your massage was ultimately provided at no charge, the delay and the manner in which the situation was handled did not meet our standards for service. We also regret that your interaction left you feeling dismissed.

  Additionally, were sorry to hear that the complimentary scrub included with your Thermal Suite access was provided in poor condition, and that the pilates and yoga classesadvertised as part of your Spa Balcony amenitieswere not made available as expected. These amenities are designed to enhance your experience, and we understand how frustrating it must have been to have them mishandled.

  We understand that you will be sailing with us again on April 27, and we truly want this cruise to exceed your expectations. To that end, we will reach out to the Spa Manager in advance of your sailing to ensure all entitlements are clearly communicated and that your experience is seamless and enjoyable.

  Thank you again for your feedback. It is vital to helping us improve, and we value the opportunity to make things right.

  
  Regards,
  
  ***** ******
  Customer Care Manager
  **************** | ************* | Bliss Spa | Mandara Spa

  Customer Answer

  Date: 04/23/2025

   
  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. I would like information on what exactly will be communicated to the *** manager, since the *** manager was the main issue in the first place. What will be the recourse if I receive the same treatment? What sort of action will be taken? 
  
  Sincerely,
  
  ******** ***-*******

• Initial Complaint

  Date:03/10/2025

  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.

  This spa was booked pre cruise and there was a problem with scheduling and I rebooked, I was not told that the price would double and have sent multiple emails to the spa services since Oct 2024, I usually just get an automated response, once someone answered me and I sent them the info they requested but have not had a response since

  Business Response

  Date: 03/12/2025

   

   

  Hello ******,

  Thank you for bringing this concern to our attention. 
  Please accept my sincerest apologies for the delayed response.
  
  We do see that you received a 30% discount on your pre-booked Couples massage with Carnival. The original price of $259.00 was discounted to $181.50
  
  In looking at your spa receipt (see below), we see that you were charged the full onboard price of $349.00 for this service. As a result we will be glad to refund you the difference in the amount of $167.65 plus 18% auto-gratuity on this amount of $30.17 for a total refund of $197.82.
  
  This will leave you only with the charge for the add-on services you selected and the 18% gratuity on your $181.35 service charge.
  
  Your refund, in the amount of $197.82, will be posted by Carnival to the credit card used to settle your shipboard account. Please allow ***** days for the credit to show on your statement
   
  Please accept our sincerest apologies for this billing error and any inconvenience it may have caused.
   
  
  
  
  
  

• Initial Complaint

  Date:03/07/2025

  Type:Product 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.

  I received the Thermage skin tightening treatment during my cruise on the Celebration, booking number V48ZT1, in October, 2023. The procedure lasted almost two hours and cost me over two thousand dollars. It has been more than a month, and nobody can see any difference in my appearance. I trust Carnival to provide legitimate services, but the pictures I was shown to demonstrate the improvement I could expect with my treatment were far more impressive than the results I received. While I understand that the results vary depending on the person, I would expect to see some improvement.After contacting One Spa World, it took 3 months for them to respond to my complaint and they said the treatment would take up to a year to improve my ************* January of 2025 I contacted One Spa World with the following:I has been a while since my wife received her Thermage treatment and the results are disappointing, to say the least. The ultimate proof of zero benefit from the treatment came during our recent cruise on board the Carnival Venezia (12-28-2024). My wife was talking with Dr. ******** about the Thermage treatment and told her she would be a perfect candidate for the procedure. When she told him she had had the procedure in February, he could see nothing to indicate she had benefited from her previous treatment.One Spa World has not responded as of March 7, 2025.

  Business Response

  Date: 03/24/2025

   

  Hello *****,

  Thank you for bringing this concern to our attention.

  Please can you let us know which ship the service was performed on and the date of sailing, so we can access the receipts and treatment notes.

  I was able to retrieve some photo's that you had sent of your wife ******** *****, that we can use for a before and after comparison, but if you have any photo's taken after six months from the treatment date that show a side view or 45-degree angle, these would be helpful as well. Please respond with this information to the email sent to you today from our **************************** department.

   

   

   

  Customer Answer

  Date: 03/25/2025

  I have been informed by the new manager at One Spa World that I will be receiving a full refund for the treatment.

  Customer Answer

  Date: 03/25/2025

   
  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:02/18/2025

  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.

  On June 29th, 2024, I took a cruise on the Carnaval Mardi Gras cruise line out of **************. While on board the ship, I purchased two pairs of Good Feet arch supports, the everyday pair and the active pair, that was supposed to be tailored specifically to my feet, as the spa staff told me. I purchased them on July 5th, the day before we unboarded, and paid $348.00. When I opened the box after a few days of arriving home, I noted that the soles were not my size, which made me question if the arch supports were incorrect as well. I went to the Good Feet store in my neighborhood to verify if they were tailored to me, and they were not. I was informed that I was given the wrong size. I contacted the business, One Spa World, through email and their website to get a refund. I was told to ship the products back, which I did. I was told it could take up to 5 weeks to receive my refund. When I followed up with them about it, they said to contact the cruise line directly because they had to handle my refund. When I contacted the cruise line, they told me I had to get my refund from *****************************, which is the entity that owns One Spa World. So, at this point, I was just getting the runaround. I reached out recently to both parties to see about getting my refund. ********************* said there was nothing they could do, and One Spa World has yet to respond. I just want my money back since I was given incorrect products, and I 've already shipped the products back.

  Business Response

  Date: 02/18/2025

  Hello ******,

  Your refund was processed to your credit card on 11/9/2024 by *********************. Please check your credit card statement and you will see the refund totaling $348.00.

  I have contacted Carnival and asked them to provide the refund transaction number, so you can show it to your bank. I'll send it to your email address once received

   

• Initial Complaint

  Date:01/23/2025

  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 am writing about an issue on Allure of the Seas 12/27 sailing (Reservation 3914066).Specifically, I went to the Spa for a massage and was offered a "special offer" facial treatment. I felt overwhelmed and was asked to sign and initial several pieces of paperwork, none of which contained pricing.Upon receipt of my cruise statement, I was charged $2,516.40; to say I was shocked is an understatement. I want to be clear this was more than a misunderstanding. I was saddened to learn this has happened to other passengers: *************************************************************************************************************** I kindly request that you provide a refund to resolve the matter amicably. If not, I may feel compelled to share my experience publicly to help others make informed decisions.

  Business Response

  Date: 01/28/2025

  Mr. **** ******** received a consultation with a Medi-Spa Doctor. He completed the medical Consent forms agreeing to the services and price.  The doctor proceeded to take photographs of the treatment areas and provide medical services. All services were provided as documented in the medical consent forms and priced accordingly. See below statement from the doctor and attached consent forms and signed receipts.

   

   
  ******* - $499.00 plus 20% service charge - signed agreement
  Restylane - $1598.00 plus 20% service charge - signed agreement
   
  The Doctor noted that you loved the results in your cheeks and she provided the following statement regarding your consultation and scheduling of the services.
   
  
  The guest was booked from the reception desk, when I had the consultation with him I did a full recommendation and took my time to explain that the consultation is complimentary and if he decide to do a treatment it has a fee. as all my treatments are medical procedures and not facials (the treatment perform was injectable so not a facial), 
  The guest mention that he was thinking before he came onboard to get more volume in his cheeks I explained about the ******* treatment would be a good complement and thermage too. I told him the full price for ******* for 3 areas too but he said he can't afford it all for ******* plus Restylane so he will prefer just one area of ******* and also the 2 Restylane for cheeks so I show him the full price before and after service fee in the calculator. 
  
  Before to do any procedure I asked the guest to sign the consent forms and also the receipt printed as if they have any objection about the final price they can do it before to proceed with the treatment because as part of our policies I need to do all the paper work and charge before do the treatment for a procedure with a value more than 1400 usd. 
  
  
  Best Regards, 
  Dr. ******* *****, M.D. 

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22847443
  
  I am rejecting this response because there is new information. Specifically, The signature is not mine; the business representative against agreement. I am requesting a refund under the companys policy. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising 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.

  Cruised on Carnival Sunshine November 28-December 2, 2024.Pressued into paying ***** for some spa retreat, never used and requested a refund.They refused to refund. I have contacted the company since my return from the cruise and they have not responded at all.

  Business Response

  Date: 02/12/2025

  Hello ****,

  Unfortunately, we have not received any correspondence from you. Please make sure that you are communicating with ******************************************************************************

  We are certainly very sorry to hear that you purchased a Thermal Suite pass but decided not to return to utilize the facility during your cruise. Purchasing the Thermal Suite membership is akin to purchasing a membership to any other club or facility. The membership is reserved for you for the full cruise and as such can't be sold or given to anyone else. Should you decide to visit the facility one, twice or even not at all doesn't change the fact that that membership spot has been reserved for you. The amount of passes sold is limited, to prevent overcrowding. However the facility may still be busy at peak times such as on a day when the vessel is at sea, or after sail away from a port. There are also times when the facility is very quiet such as in the mornings, on port days and early evenings.
  
  We're very sorry that you decided not to use your membership pass to the thermal suite. While we regret that monetary reimbursement is not available post cruise, we would certainly like to compensate you for your disappointment. Please provide us with your mailing address and we can send you a voucher for a complimentary 7-Day Thermal Suite Pass for your next sailing.
  

   

   

   

  Customer Answer

  Date: 02/13/2025

   
  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:12/31/2024

  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.

  My elderly parents went on a princess cruise in October 2024. My stepmom prepaid for a massage. When she went to the ***, she was talked into getting acupuncture to which she agreed to 5 treatments. She also signed up for a facial the next day. She was harassed and put in a room (withheld her reading glasses) and forced to sign a bill for $10,000. One of the spa employees took her credit card and called the number on the back and tried to get her limit increased to $22,000 which they were trying to charge her card. This is elder financial abuse. Princess cruises is not helping with the situation and we are still trying to deal with these charges. They made FAKE receipts to give to the credit card company when she filed a fraud claim. The spa is saying she had 20 acupuncture treatments. She was in the spa only three times. The bills they are trying to give my elderly parents totaled $32,000. She was able to get this reversed but then they sent a box of unwanted products and charged her again for $10,000. Multiple people in the spa are in on the scam, including the manager. We have been shuffled around to different people at *************** and One Spa World. It appears we are not the only ones being mistreated and conned. This is in elaborate scam. At one point, I was looking at the receipt from the spa and there was a charge for $17,000, multiple charges for $8000 and $4000. They do not have this kind of money nor do they ever spend money like this. This has been a terrible, horrific nightmare. We are still trying to get a $10,000 charge reversed. Money aside, it is very scary to know these people are targeting senior citizens. I wish I could help other seniors not fall into their trap because it sounds like they just try and beat you down until you have nothing left to fight with. I think this needs to be handed over to the media and lawyers. This has caused terrible pain and suffering.

  Business Response

  Date: 12/31/2024

  We are already working with ******* and her mom ******** ****** to rectify any billing errors.

  The majority of the charges were cancelled on the ship as *** ****** notified the staff she didn't want the products. The remaining products that she purchased have been returned and a refund is in processing.

  In addition, *** ****** appears to have been charged for more services than she received (Acupuncture sessions). We're verifying how many services she received, and an additional refund will be processed for any services that were billed but not received.

  The amount of charges certainly did seem excessive and a thorough staff investigation is underway. Any necessary disciplinary action will ensue. It is certainly not our policy to take advantage of any guest, no matter their age, and we deeply regret any distress this may have cause *** ******. 

  Regards

  ***** ******

  Customer Service Manager

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

   

• Initial Complaint

  Date:12/06/2024

  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 had a acupuncture treatment on the trip from October 31- November 11 starting *********, However, Dr. ******* on the ship promised to provide me the treatment statement which including her full name, address ,phone number and license number used for my private insurance claim.She promised to drop the statement to my stateroom 6243 mail box before I leave the ship on November 11, however, I didnot get it.I called your center that someone told me that your company does not allow doctors provide those information to clients. So that means the doctors on ship break the rules and cheating customers. I request that she refund the money she charged to me if she would not provide those statement.

  Business Response

  Date: 12/13/2024

  Dear Mr. ************************* you for contacting the Better Business Bureau regarding your Celebrity Equinox sailing. On behalf of *****************, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I am sorry to learn that you haven't received your treatment statement during your recent time with us. As I understand that you wish to receive information regarding your acupuncture procedure, you may send a request by using this link: ************************************************************************ .  
  
  Additionally, you can reach out to One Spa World by emailing them at **************************************************** or by calling **************. 
  
  We truly hope that all other aspects of your cruise met your expectations and that these positive experiences are not overshadowed by the disappointment you described. It would be our pleasure to welcome you back on board one of our ships in the near future for a fully satisfying cruise experience. 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22652616
  
  I am rejecting this response because I had contacted ******* ******** in One Spa World by emailing and by calling calling **************. One Spa World *************** insisted on that it is the company's policy not giving out the treatment statement, But the fact is One Spa World employee broke the rule, cheated passenger on ship. It is One Spa World and its employee's responsibility to let passengers know this policy which not giving the treatment statement on the ship. However, the employee Dr. ******* ******* did not obey and follow company's rule.

  I insist on that either One Spa World have ******************* send me the treatment statement which including her license number, communication method including email, address and phone number or One Spa World refund me the fee charged on me.

  Thank you
  
  
  ********* *****

  Business Response

  Date: 12/27/2024

  Our staff members operate in international waters and so they're not required to be certified or licensed in the *** or *******

  I can reach out to the ship and see if the acupuncturist ******* *******, has any treatment notes and I can provide our company contact information. Please let me know which ship you sailed on and the date that you joined the ship, so I can request this information

   

  OneSpaWorld

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

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

  Tel: **************: 

  Customer Answer

  Date: 01/01/2025

  It is your company's responsibility to train and manage your employees on the ship to follow the policy and the rules! Your employees misleading passengers and giving the wrong information have to take this responsibility to give the treatment statement as they promised to clients.

  My ship was Celebrity Equinox, reservation was ******* from October 31 to November 11 starting and ending at **********

  Business Response

  Date: 01/03/2025

  Hello Liangsheng,

  Please let us know what information you need on the statement. We can provide the staff members name, and our company address and telephone number, is there anything else you need?

  Please note that are staff are not required to be licensed in the *** or ****** as they do not reside in, or operate in, those countries. Staff will be certified in their country of origin.

  Customer Answer

  Date: 01/06/2025

  As Dr. ******* promised that she will provide her license registered in ***** or ******  

   

  I need her registered license number *************** said that she has registered license in ***** or *****), the official full address for the registered license being used, the official communication phone number, email for the registered license being used in either ***** or ******

  She has to provide a treatment statement which including all the above information .

   

  Thank you

  Business Response

  Date: 01/09/2025

  I would need to know which cruise ship you sailed on, in order to request this information.

  Please note that not all countries require Acupuncturists to be licensed, some require certification only, but we can certainly reach out to the staff member, via the ship, to find out.

  Customer Answer

  Date: 01/09/2025

  My ship was Celebrity Equinox, reservation was ******* from October 31 to November 11 starting and ending at *********.

• Initial Complaint

  Date:11/06/2024

  Type:Product 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.

  I returned items from the Cloud 9 Spa after returning from my trip. The amount to be refunded is $197.00. Items were returned several weeks ago. I have sent several emails with no response.Carnival Dream, *********, ** Sale Date: 08/18/2024, Check # ******, State Room: 6280, Folio: *****, Control number: ********

  Business Response

  Date: 11/22/2024

  Hello ****,

  Thank you for bringing this concern to our attention. We see that you were refunded $752.65 for the Shop & Ship order that was cancelled. However, I do see that three additional items were mailed back to us and received at our warehouse on 9/11/2024 (total value $197.00) I don't see that this refund has been processed.

  Please accept our sincerest apologies for this error. We will include it our next refund batch which will be sent to Carnival Cruise Lines for processing on 12/1/2024.

  Please feel free to reach out to us by phone of email if you need any additional information ************** ******************************************************************************

   

   

  Customer Answer

  Date: 11/25/2024

   
  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,
  
  **** St Arnauld

  Customer Answer

  Date: 12/12/2024

  The Onespa hasn't completed what they said.  The agreed they received the items and was reimbursing but haven't.

  Business Response

  Date: 12/19/2024

  Hello ****,

   

  Your refund paperwork was processed and sent to ********************* on 12/1/2024. ********************* ask that you allow ***** days from this date for the refund to post to your credit card.

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22522987
  
  I am rejecting this response because:  I have not received the refund from Carnival.  It has been 31 days with no refund.  Onespa did say give them 30 to 45 days.  That is a long time to wait.  I cannot except their terms until funds are received.
  Sincerely,
  
  **** St Arnauld

  Business Response

  Date: 01/02/2025

   

   

  Hello ****,

  As your payment was made to Carnival Cruise Line, your refund will also be provided by ********************. Your refund paperwork was sent to them in the 12/1/2024 refund batch and they ask that you allow ***** days for the refund to show on your account.

  If you have any additional questions about Carnival's refund process, please call them at *************************

  Customer Answer

  Date: 01/03/2025

   
  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,
  
  **** St Arnauld

• Initial Complaint

  Date:10/18/2024

  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.

  The following message was sent to your business on the following dates without response: 8/8, 8/16, 9/2, 9/26, 10/13 ****************** has asked that I contact your company at this email regarding the following complaint I filed with them:Jul 26, 2024, 10:07AM My family and I debarked the ****** Wish today. We attended the spa raffle and were given manager special discounts for a massage. We were told we had to go to the *** immediately following the raffle to redeem. We did as instructed. Upon arrival, we were given a tour of the entire spa. The staff member had three receipts. Two were for unlimited access to the rainforest and one for exfoliation add ons. For the exfoliation add ons I said I wanted just the scrub. She gave me three including two that I did not want or ask for and charged me for all three. For the rainforest, I told her it was too expensive and that Id prefer just a one day pass. She told me that was $70 but they couldnt give me that because they didnt have anymore. She pushed and pushed until I signed the receipt just to be able to leave. When it came time for our massages, she and the other therapist automatically added an additional $25 per person for pressure that we didnt ask for. She told me if she didnt that it would feel like a brush across my skin. She demonstrated with her hand and it was the equivalent of a feather. During the massage, she pulled my toe so hard that it was bruised by the end of the massage. For the rest of the day and trip (and currently) it is still bruised and extremely painful to walk. As a result, we werent able to do as much during the cruise as we would have liked. We also only had about ***** minutes the same day of the massage in the rainforest spa. All of this cost approximately $700 or so and was a complete waste. Instead I am out money that I needed for other things and have an injury. I am so so disappointed.Reservation Number: ********?***** ****** [***********************]?Telephone:**********

  Business Response

  Date: 11/15/2024

  Dear *****,
  Thank you for reaching out and sharing your concerns. Please accept our sincerest apologies for the delayed response. We have been experiencing an unusually high volume of inquiries, which has impacted our response times.

  
  After reviewing your case, we confirm that we received the sailing details you provided and used this information to access your itemized receipts. Upon review, we found the following:

  There was no charge for your Rainforest pass.
  A charge of $49.00 was applied for the three-bundle add-on, which included your body scrub.
  Your massage included two additional services:
       1. Fire & Ice Body Finisher: $19.00
       2. Muscle Relaxer: $25.00, designed to alleviate stress and muscle pain.

  
  We sincerely regret to hear about the discomfort you experienced with your toe following the massage. Our goal is always to provide exceptional service that leaves our guests delighted.
  To address your concerns, we will issue a refund of $312.14 for your services. This refund will be processed to your credit card by ******************. Please allow up to 30 days (one billing cycle) for the refund to reflect on your account.
  If you have any further questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22442419
  
  I am rejecting this response because:
  
  We believe this information is incorrect. We believe we were charged for the rainforest services. Additionally, the charges listed for the massage add ons were not the add ons we had. We believe they are refunding the wrong cruise guests.

   

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

  Customer Answer

  Date: 02/06/2025

  Please see the attachments. This company did not make a good faith effort to resolve this. They claimed that they refunded our charges, but the charges were not our actual charges. I have sent them this correspondence from the cruise line showing that our charges were over $1000 and they only refunded 300.

  Business Response

  Date: 02/07/2025

   

  Ms. ***** ****** complained about a pain in her toe after the massage and the cost of the Thermal suite add on's. She was refunded in full for both charges.  See spa receipts attached.

  No refund was issued for other members of her party as we did not receive any additional receipts of notifications of issues. If Ms. ****** has additional concerns that she would like us to review, we can be contacted at ******************************************************************************

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22442419
  
  I am rejecting this response because: the business provided a receipt of transactions that I did not have. I didnt have a Swedish massage. This was a couples massage. I did not have a muscle relaxer add on or a fire and ice add on. I also NEVER purchased anything for a thermal suite. Please see the attached receipts from the cruise line showing that these charges do not align.  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/03/2025

  A full refund was processed, by ****** Cruise Line for the massage and Thermal Suite ad-on. The refund amount was $312.14

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 22442419
  
  I am rejecting this response because:
  Again, this is exactly what I said in the first place. Those were not my charges. AGAIN, I am attaching the correct charges!

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