ComplaintsforCarnival Corporation

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a carnival cruise on 06/13/2024 I paid $1,678 Per the rules before booking it said their was a non refundable deposit of $49 per person so $98 total.I found out my leave change I canceled the cruise within 8 hours.Carnival is charging me a 43% fee of $719.This was never disclosed before I purchased the cruise. You can hold a cruise for FREE for 24 hours but if you pay and cancel witching 24 hours they charge you a 43% unethical extortion fee. This is immoral and the fact I wasnt warned of this before booking is also an illegal business practice. I want this situation fixed. I want my money back minus the advertised $98 cancellation fee.

  Business response

  06/17/2024

  BBB COMPLAINT # ********
  Carnival Dream 08.04.2024 
  Booking # M9TL69
  Consumer: *********************
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation. 
  
  We apologize for any inconvenience; however, the booking was cancelled via carnival.com under standard penalties as noted #1) in the cruise ticket contract based on the sail date 50% penalty #2) as noted at the time of cancellation via carnival.com. With that said, it was not an option booking where no funds are applied, and the booking is held for 24 hours and we have gladly waived the SYSTEM applied penalties for a full refund. Had our valued guest contacted our service team, they would have gladly done the same for a 24 hour booking. The refund of $719.00 was processed to the original form of payment, UpLift financing and they can be reached at ************ or by email ****************** should ************** have questions about the refund to them.
  
  We have acted in a fair and equitable manner and this statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line
  
  

  Customer response

  06/19/2024

   
  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.

  I am still awaiting the refund to be applied like they have promised, but I trust they will.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an email 6/12/24 at 5pm with an offer of $200 onboard credit on my next booking. I clicked that link and went to book only to find the offer not working. I called carnival and was told we are in the process of changing that offer so we cannot honor it. This was less than 1 hour after receiving the email. I have attached the terms and conditions of this offer which is all I am asking to be honored. This is false advertisement and overall bad business.

  Business response

  06/13/2024

  BBB COMPLAINT # ********.
  Consumer: ***************************
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation.
  

  We know our success depends on our guests and we treat all reports of guest dissatisfaction very seriously. Please be assured, the goodwill of our guests is very important to us, and we are responsive to any problem that is brought to our attention. Please note promotional offers with special rate, upgrades and onboard credit are capacity controlled and based on availability of the sailing. Some sailings are at a higher demand then others this may affect how long an offer is on a sailing and offers are sent out in mass. While we appreciate your input, after further review we must respectfully advise that we're unable to honor your request. We know that this is not the answer you were looking for and apologize for any disappointment.   
  
  Kind Regards,
  
  Carnival Cruise Line

  Customer response

  06/14/2024

   
  Complaint: 21842565
  
  I am rejecting this response because:

  You are not honoring the promotion that is being sent to me, I have received yet another email today with the same offer of $100 per person, $200 per cabin. This does not specify certain sailings or certain lengths of the cruise itself. I have attached the terms and details once again showing that this is the promotion. After 22 carnival cruises I think its time to switch to Royal.
  
  Sincerely,
  
  ***************************

  Business response

  06/18/2024

  BBB COMPLAINT # ********
  ACTIVE deposited bookings on the Carnival Fun Ships of Carnival Cruise Line
  Bookings # K2CQ10 # N0SL74 # L4JP28 # L3ZZ91
  Consumer: ******, ************;
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation. 
  
  We apologize for any inconvenience and our records indicate that # M9LW42 # N0JC06 # M8GP03 created under the OV8 offer which included $200 cabin onboard credit, canceled for lack of non-refundable deposit. 

  However, bookings # N0SL74 # L4JP28 # L3ZZ91 created under the OV8 promotion that includes the $200.00 cabin onboard credit and a $99pp non-refundable deposit have been deposited for **************** and her TBA guest. 

  On occasion, we will send private, targeted offers to a select group of guests based on specific criteria. Special targeted offers such as the ones described are based on an algorithm of multiple factors, not just the number of sailings a guest takes. They may be due to ticket revenue, type of category booked, onboard spending, gambling spending (high rollers vs. casual gamblers), etc. Like any targeted offers, there are terms & conditions that limit availability and applicability.  There are also different criteria that impact eligibility.  These rates are never available for all guests, all sailings, or all cabins. There are also often capacity controls on the inventory available for these rates. Carnival ************ reserves the right to change or cancel a promotion at any time.

   We have acted in a fair and equitable manner and this statement may be considered our final position regarding this matter.
  

  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line
  

  
  

  Customer response

  06/18/2024

   
  Complaint: 21842565
  
  I am rejecting this response because:

  The information you provided is incorrect. Booking # M9LW42 # N0JC06 # M8GP03 were all placed on hold and all only included a $100 onboard credit. I did not complete these bookings because of the onboard credits not being $200 as promised by the promotions terms and conditions.

  The booking #N0SL74 that you mentioned that I did book with OV8 and did pay the deposit also does not include a $200 onboard credit as promised by the promotions terms and conditions. It only includes a $100 onboard credit. If you can update the onboard credit to $200 as you just said it was, I will accept that resolution. I will attach the booking info so that you can see the incorrect information. 
  

  You may also want to contact marketing because I am still getting emails every day that OV8 includes a $100 per person, $200 per cabin onboard credit.
  
  Sincerely,
  
  ***************************

  Business response

  06/21/2024

  Thank you for the opportunity to respond once again.
  
  Our original response was a sincere effort to address the issues brought to our attention and not to trivialize or disregard your observations. Please understand that Carnival certainly appreciates all of our guests, and we would not like for you to think otherwise.
  
  We appreciate your honesty, and it deeply saddens us to know that these incidents have left such a poor impression in your mind. Unfortunately, we cannot change the circumstances that have already occurred, but want to reassure you that your comments have not fallen on deaf ears.
  
  Your request has been given serious consideration from the onset and although our response is not a favorable one, we certainly understand your frustration. Unfortunately, this is a case where we are unable to honor your request. We truly regret that we are unable to come to an understanding and apologize for any further disappointment.
  
  At this point, we must let you know that no further consideration will be given to this matter.
  
  Thank you for your understanding.
  
  Kind Regards,
  Carnival Cruise Line
  
  

  Customer response

  06/21/2024

   
  Complaint: 21842565
  
  I am rejecting this response because:

  Carnival is not honoring a promotion that states in the terms and conditions 100 onboard credit per person, $200 per stateroom. In their own previous response they stated the booking should have a $200 onboard credit on it. It only has a $100 onboard credit and Carnival will not resolve the issue that is occurring on their end. 

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

  Business response

  06/22/2024

  Thank you for the opportunity to respond once again.
  
  Our original response was a sincere effort to address the issues brought to our attention and not to trivialize or disregard your observations. Please understand that Carnival certainly appreciates all of our guests and we would not like for you to think otherwise.
  
  We appreciate your honesty and it deeply saddens us to know that these incidents have left such a poor impression in your mind. Unfortunately, we cannot change the circumstances that have already occurred, but want to reassure you that your comments have not fallen on deaf ears.
  
  Your request has been given serious consideration from the onset and although our response is not a favorable one, we certainly understand your frustration. Unfortunately, this is a case where we are unable to honor your request. We truly regret that we are unable to come to an understanding and apologize for any further disappointment.
  
  At this point, we must let you know that no further consideration will be given to this matter.
  
  Thank you for your understanding.
  
  Kind Regards,
  Carnival Cruise Line
  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon arrival, our cabin had only two twin beds for three guests. After submitting a request, we were given a flimsy cot that broke near the bottom right away. I decided to not allow this to ruin my trip. The second night, the cot broke in the middle, making it even more uncomfortable. I requested a new cot, and was told there were no more. They ended up giving me a beach chair with the same flimsy mattress!!! The chair blocked the path to exit the tiny stateroom, creating a fire hazard. I filed a complaint online, since guest services couldnt help me. The result of the complaint is unacceptable as Carnival has refused to refund any of my money. I will NEVER cruise with Carnival again!

  Business response

  06/13/2024

  Thank you for contacting us on behalf of ***********************.

  I am deeply sorry to hear about the issues she encountered with the sleeping arrangements in their cabin. This is not the standard of service we strive to provide, and I apologize for the discomfort and inconvenience they experienced.

  We ask that she please allow us a few days to investigate further.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  **************************************************************

  Customer response

  06/14/2024

   
  Complaint: 21838648
  
  I am rejecting this response because the investigation could have been completed prior to providing a written response. I will wait for Carnival to complete its investigation. 
  
  Sincerely,
  
  ***********************

  Business response

  06/17/2024

  Thank you for reaching out again on behalf of *********************** and I thank her for her patience as her claim was being researched.

  After further investigation, we found that our Stateroom Attendant did not receive any report about the broken trundle bed from her upon her arrival. The Attendant discovered the issue during routine servicing the day after embarkation and promptly informed the Floor Supervisor, who ensured that the bed was replaced immediately.

  We regret any discomfort she may have experienced due to this oversight. While our team acted quickly to resolve the issue once it was identified, we understand the importance of addressing such matters as soon as they arise.

  To prevent similar occurrences in the future, we encourage our guests to report any issues with their accommodations to the crew or guest services immediately upon noticing them. This allows us to address and rectify any concerns promptly to ensure a more comfortable stay.

  As advised previously, we will not be able to provide a refund in this regard.

  Once again, I apologize for your disappointment and thank you for understanding.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  ****************************************************

  Customer response

  06/17/2024

   
  Complaint: 21838648
  
  I am rejecting this response because: Carnival never addressed the issue. The issue is that Carnival gave us a BEACH CHAIR with a cot mattress to sleep on; the beach chair blocked the path to exit the cabin, creating a fire hazard. (They could not possibly think that this is okay. )I have attached pictures so that consumers who research will know what they are getting for $600 per person. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Feb 29, 2024 booked a 7 day Carnival Alaska cruise for $3095. Bucket list once in a life time trip. Arrived on board went to client services to submit signed card form.Returned late with card as desk is open 24/7. Accepted form but card showed in system as expired. Actual card shows this is not so. As bank on board is closed ask to return following morning. Returned friday morning nothing resolved. Email sent to shore bank and Carnival IT at that time. I ask for internet service to contact my bank. Allowed 24 hours. Emails and fb messages to family at home to contact bank,cc,travel agent. Nothing resolved as everything is found to be in working order with my card, my bank, and my company. Error is Carnival computer system. Off the ship my credit card works fine. It is a Carnival system issue.Spoke with female supervisor said to wait for shore IT to make corrections. She would contact me.12 hours later I ask for drink vouchers for myself and my guest.Given2 vouchers, one each for the evening. So we have been on vacation 3 days with 1 drink each. No gambling. No shopping. No drinking. And no spa time. We had prepaid our spa package but told by guest services we could not use it. Also spent countless hours worried about money, in line,at guest services, on phone with guest services or in comunication with my bank and credit card services on line. Sometime on day 4 I recieved a call to room from ******* stating he is the manager. I had been lead to believe the female supervisor was in charge. At this point I had also been seen by medical but unable to get what I needed with MY invited GUEST having to purchase medication. ******* told me I should have foreseen this issue and brought additional credit/debit cards.******* told me he was in charge of all services on board and we would not be issued any more vouchers. No one tried to help us or create a vacation atmosphere. Attending a free spa demo we learned we could have been using our spa package. Vacation ruined!

  Business response

  06/11/2024

  Thank you for contacting us on behalf of ***************************.

  I am deeply sorry to hear about the numerous issues she encountered during her cruise. I know this was meant to be a once-in-a-lifetime trip for her. We sincerely apologize for the inconvenience and distress caused by the challenges with her credit card and the overall service she received.

  We recently implemented a new system that included the introduction of ******** machines. Unfortunately, this caused unforeseen issues with adding her credit card to our system. During her time onboard our Finance and IT teams had been actively working on this matter, and an email was sent to them to expedite the resolution.  **************** was advised an alternative solution, with the option to withdraw cash from the *** on board, as it is not connected to the new ******** system. This would have allowed her to access funds while they worked on resolving the card issue. We apologize for the inconvenience this has caused during her trip.

  After further review, I see that our ************* desk did extend multiple courtesies to mitigate the impact of her trip,such as drink vouchers, complimentary 24-hour internet service and a refund of their chat plan. While we understand her sentiments, we will not be able to provide additional compensation.

  We thank her for understanding.

  
  Sincerely,

  Guest *************** ****** of the President ********************************************************************

  Customer response

  06/12/2024

   
  Complaint: 21828189
  
  I am rejecting this response because:

  I was not told the machines onboard could get me cash. I was told to try to get cash advances on my credit card while at shore, where my card worked fine. I was not even told I could add cash to my sign and sail card. Another guest told us this. We pooled our cash we had brought for tips and added to sign and sail at that time. I was given wifi so I could contact my bank. I was given 2 drink vouchers earlier in the week. One for each of us. And 2 drink vouchers when I threw a fit that we could not even buy a water at the club. So 2 drinks each for a 7 day trip did not make up for the stress and agravation and time spent trying to get funds. If we were refunded our $5 message packages no one told us that. I ask for our tip money back. I ask to cash out after the spa refunded our funds. Again I state that IT and Carnival knew it was their issue.  We learned on our own on the last night that we could have bought gift cards online. Again all I was told was my credit card would not work on board as it was the same system ship wide. I was never told to try the *** machines. I was told to try to get a cash advance on my credit card. Knowing the extremely high fees and interest charged for cash advances I told them I would not do that. I was told to try that on shore. I invited my friend. I told her I would pay for everything. I could not even buy personal hygiene products but had to ask her to do that for me twice. 

  Again I state that as I had no access to my $10,000 credit limit due to technical issues with Carnival sign and sail system and repetitively told no other means of payment would be accepted on board I will feel that Carnival should cover the cost of myself and my companion for our cruise and our airfare. Funds, points, or credit required to take our bucket list trip and enjoy it!
  
  Sincerely,
  
  ***************************

  Customer response

  06/13/2024

  I understand you can not make Carnival make restitution and can only act as a mediator. Carnival was not truthful is saying I was told I could use tge ATMs. I was told to go ashore and see if I could get cash. Again I state that this is option is very costly. I was never told I could use my card on board. Not for cash advance and not to purchase of Carnival gift cards. I was not even told I vould put cash into the machine to add to my sign and sail card. What I was tokd was wait. Wait for IT to resolve. Wait for them to contact us. Wait. Which they did less than 24 hours left before disembarkation. I repeatly told everyone I spoke with at ***** services that I was a first time travelor and I didnt know what I was doing. I learned I vould not pay for drinks or ****** with cash or my my credit card. I ask for Carnival to review this fact in light if what is reported to them is not true. 

  Customer response

  06/14/2024

   
  Complaint: 21828189
  
  I am rejecting this response because:

  I was not told the machines onboard could get me cash. I was told to try to get cash advances on my credit card while at shore, where my card worked fine. I was not even told I could add cash to my sign and sail card. Another guest told us this. We pooled our cash we had brought for tips and added to sign and sail at that time. I was given wifi so I could contact my bank. I was given 2 drink vouchers earlier in the week. One for each of us. And 2 drink vouchers when I threw a fit that we could not even buy a water at the club. So 2 drinks each for a 7 day trip did not make up for the stress and agravation and time spent trying to get funds. If we were refunded our $5 message packages no one told us that. I ask for our tip money back. I ask to cash out after the spa refunded our funds. Again I state that IT and Carnival knew it was their issue.  We learned on our own on the last night that we could have bought gift cards online. Again all I was told was my credit card would not work on board as it was the same system ship wide. I was never told to try the *** machines. I was told to try to get a cash advance on my credit card. Knowing the extremely high fees and interest charged for cash advances I told them I would not do that. I was told to try that on shore. I invited my friend. I told her I would pay for everything. I could not even buy personal hygiene products but had to ask her to do that for me twice. 
  
  Again I state that as I had no access to my $10,000 credit limit due to technical issues with Carnival sign and sail system and repetitively told no other means of payment would be accepted on board I will feel that Carnival should cover the cost of myself and my companion for our cruise and our airfare. Funds, points, or credit required to take our bucket list trip and enjoy it!
  Sincerely,
  
  ***************************

  Business response

  06/17/2024

  Thank you for reaching out again on behalf of ***************************.

  We deeply regret the inconvenience and frustration caused by the issues with accessing funds and the lack of clear communication regarding alternative payment methods.

  We strive to ensure that all our guests have a seamless and enjoyable experience, and it's evident that we fell short in this instance. Her feedback is invaluable as it helps us identify areas where we need to improve our services and communication.

  I regret to inform her that we are unable to provide a refund or cover the cost of her cruise and airfare. It may have been a misunderstanding about other alternative solutions available.

  I apologize for any stress and inconvenience this caused.

  Once again, I apologize for her disappointment and thank her for understanding.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line
  ****************************************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ac did not work in our room and faucet was clogged. Because of my wife's disability, on the day of debarkation we asked the crew to drop off us at uber site. This guy left us at tax area instead and when I booked my uber we had to walk a quarter of mile to the right spot without a wheelchair. My wife was hurt and I was charged big time for 30 minute wait time for uber ride. Not going to cruise with Carnival ever again. Worse cruise line ever. The customer service offered me a $40 credit for future cruises. What a joke.

  Business response

  06/12/2024

  Thank you for reaching out on behalf of ***********************.
  

  We have conducted a thorough review of the issues he mentioned regarding the air conditioning and the clogged faucet in his cabin.
  
  Our records indicate that our team did not find any malfunctions with the air conditioning system or the faucet during his stay. We understand that this does not change his experience, and we are sorry for any discomfort he may have felt.
  
  Regarding the assistance on the day of debarkation, we sincerely regret the inconvenience they faced. While our standard procedure provides wheelchair assistance from the gangway to the luggage hall area, it appears there was a misunderstanding about the final drop-off location for his Uber. We deeply apologize for the confusion and the difficulty this caused him and his wife. Wheelchair Users | Mobility Disabilities | Carnival Cruise Line
  
  The compensation extended to him was done as a gesture of goodwill and can in no way make up for what they experienced. However, it was intended to convey our apologies.
  
  Once again, I am truly sorry for the distress they experienced, but we will not be able to honor his request.
  
  **************************************** ****** of the ************* Carnival Cruise Line
  ***************************************************************

  Customer response

  06/12/2024

   
  Complaint: 21828077
  
  I am rejecting this response because: Carnival staff and crew are not to be trusted ever. We did have a maintenance guy coming over and he spent one hour unclogging our faucet. You people are liars. You can shove your $40 future credit . I do not need that. I go to small claim and file there.
  
  Sincerely,
  
  ***********************

  Business response

  06/14/2024

  Thank you for reaching out again on behalf of ***********************.

  Im sorry to hear he is displeased with my response and that his experience with our staff did not meet his expectations.

  We value all guest feedback and strive to address each concern with the utmost seriousness. I understand that he had a challenging experience with the maintenance issue, and I apologize for any inconvenience this may have caused.

  Our intent with the credit was to offer a gesture of goodwill and to make amends for any discomfort he faced during his stay. I regret that this was not satisfactory for him.

  At this point, we have reviewed the situation thoroughly and believe we have provided an appropriate resolution based on the information available to us. Therefore, no further compensation can be provided.

  We thank him again for his understanding.

  
  Sincerely,

  Guest *************** ****** of the President
  Carnival Cruise Line.
  **************************************************************

  Customer response

  06/14/2024

   
  Complaint: 21828077
  
  I am rejecting this response because: Spent too much money on this cruise and I did not enjoy it. The acation supposed to be fun not stressful. I am going to deal with carnival through other means. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I continue to receive Carnival Cruise Line mailings and advertisers to my address, addressed to "*************************." This person does not live at my address and request removal of all mailers in CCL systems. Attached is an image of the mailer.

  Business response

  06/11/2024

  BBB COMPLAINT # ********
  Consumer: ***********************
  
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation.
  We have processed the request to remove ************************* address information from our contact lists. Please be advised,if there are specials ready to be sent out, you may still receive information for a short time. We have also processed the request to remove the information from any affiliate sharing.
  We apologize for any inconvenience.
  
  Thank you for your understanding.
  
  Carnival Cruise Line
  

  Customer response

  06/11/2024

   
  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,
  
  ***********************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently traveled on Valor out of *********** on June 1 thru June 6. This was the worst experience ever on a cruise ship. ***** Services has a lot to be desired - the attitudes are horrible, my mother, sister, and I were yelled at by ******** and at one point he refused to help us. I was insulted by ***** and being told this is a floating hotel as if I am unaware of what a cruise ship is; however, in a hotel - the internet services work, this brings me to the problem at hand. Each representative I spoke with about this issue. Carnival Cruise advises that to access the internet, you will need to select an internet package (to which I complied and purchased).I prepaid for the middle internet service and was immediately charged prior to the cruise. My goal was to have email connection for work purposes and social media accessibility for my children in addition to having text messages to keep up with my children while they were on the ship. I had neither and very dismal service did my children have. I additionally paid for "chat" feature that NEVER worked. I spoke with a total of 4 individuals and went to ***** Services at least 6 times. I was told that because I purchased it in advance (to get the discount on an already costly service) there wasn't anything that could be done except for the ***** Services representative sending an email (this was information given to me by ***** and *****). ******* attempted to give me free WIFI services for one day, but ended up charging me $35.00. I am making sure I am refunded for my complete internet service prepaid for in advance. Enclosed is a copy of my initial payment receipt.

  Business response

  06/11/2024

  Thank you for contacting us on behalf of *****************************.

  We sincerely apologize for the negative experience she had during her recent cruise. We strive to provide exceptional service and it is clear that we fell short of her expectations, for which we are truly sorry.

  After further review, we have confirmed that when she contacted our ********************** the agent promptly forwarded her request for a refund of the internet service. She should see the refund reflected to the original form of payment in her account within 14 business days.
  

  I want to extend our deepest apologies for the behavior she encountered from our staff members, ******** and *****. This type of conduct is not representative of the standards we uphold at our cruise line. Please be assured that we have addressed this internally to ensure such incidents do not occur in the future.

  We deeply regret the inconvenience and frustration **************** experienced and appreciate her understanding.

  We thank her for bringing these matters to our attention. Her feedback is invaluable in helping us improve our services. We look forward to welcoming her back on board and providing her with a much more enjoyable experience.

  
  Sincerely,

  Guest *************** ****** of the President ********************************************************************

  Customer response

  06/11/2024

   
  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,
  
  *****************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was on a cruise with Carnival Cruise Line between May 30th through June 4th 2024. In my stateroom, there were Roaches crawling around. There were coming out of vents, curtains and the door frame. I talk to someone at customer service. They sent housekeeping manager to the inspect. They claim they found no such thing. I'm very upset because I have proof that roaches were in the room. I am an asthmatic and can't be around those things

  Business response

  06/11/2024

  Thank you for contacting us on behalf of *****************************.

  I sincerely apologize for the distress and discomfort she experienced during her recent cruise with us. I understand how upsetting and concerning this must have been, especially given her medical condition. We regret that her experience did not meet our usual standards as we do have strict pest control measures in place, and it is alarming to hear that this occurred despite those precautions.

  As a token of our sincere apologies, we would like to offer her and *************************** a 50% future cruise credit which must be redeemed by 06/11/25 on any Carnival Cruise Line departure open for sale. We hope this gesture shows our dedication to making amends and ensuring she has a more enjoyable experience on her next trip.

  We ask that she please reference case CIHK-SB-FN-********-2.

  *The future cruise credit (***) is based on the cruise fare paid for this voyage (excluding taxes, fees and port expenses), is non-transferable, cannot be used as a deposit or applied to a chartered sailing, has no cash value and must be redeemed by June 11, 2025, on any Carnival Cruise Line departure open for sale. The *** *** only be used toward the cruise fare of one (1) booking in the same currency in which the above voyage was originally paid and cannot be used for taxes, fees & port expenses, Carnival Vacation Protection, onboard charges or gratuities. The booking guest shall be responsible for payment of the difference between the amount of the *** and the amount of the new booking if higher. There is no refund or credit for unused portions of the *** or for any cancellation penalties that *** be assessed, and *** will be forfeited if you choose to cancel. After you have booked your new cruise, please use this link (www.carnival.com/request-forms/reimbursement-form.aspx) to provide us with the booking information so we can process your ***.

  Once again, we sincerely apologize for the disappointment she experienced and hope we can welcome her back on a future Carnival cruise.

  
  Sincerely,

  Guest *************** ****** of the President ********************************************************************

  Customer response

  06/11/2024

   
  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. But is this 50% off each or as a whole.. just want to clarify
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid $500 to get on the waiting list for a cruise to sail out from *********, ***** on May26, 2024. I contacted Carnival several times to check the status. I was told my roommate and I were #0 on the list. I called Carnival the morning of May 26, 2024 at 8:26 AM and spoke with ********. She told me to be at the port for 12:30. I repeated to confirm and ******** said, "Yes be at the port for 12:30." I was out of town in Kinder ********* when I spoke with ********. After my conversation with ********, I assumed that a cabin was available and ready for us. I drove from Kinder ********* to ********* and waited for several hours. I was told by supervisor, *******, who worked for the port that there were rooms available. However, we were not offered or able to aboard the ship. I contacted customer service on Wednesday, May 29, ********************************************************************************************** to come to the port without assurance that a cabin was available. The $500 deposit has been refunded. I have cruised with Carnival several times and currently booked to cruise on October 12, 2024. I am very disappointed with the customer service that I have received. In addition, to tell me to be at the port at a certain time and not having a cabin available is very unscrupulous. Carnival's quote is "Fun for All." The customer service in this situation is very distasteful and unacceptable.

  Business response

  06/05/2024

  BBB CASE # ********
  Carnival Dream on 05.26.2024 and Breeze on 10.12.2024
  Booking # L2NH31 and H0GJ97
  Consumer:*****************************
  
  Thank you for taking the time to contact us and keep us informed. Our executive team keeps a close eye on guests feedback and comments and have tasked me and other colleagues on my team to respond on their behalf. 
  
  We appreciate your honesty, and it deeply saddens us to know that these incidents have left such a poor impression regarding the timing and handling of the situation. It is always discouraging for us to learn that our guests are unhappy with any aspect of planning their vacation.
  
  Please understand we strive to give all of our staff the best training possible when they are hired and they do attend recurrent training regularly. We want you to know that the issues you experienced are not typical of our service and commitment to our valued guests. We sincerely apologize that our level of service was not as we had hoped regarding booking # L2NH31.
  
  Your request has been given serious consideration from the onset and while we empathize with your situation, this is a case where we cannot honor your request to extend the perks and/or benefits from special offers that are not applicable to the ship and/or sail date for booking # H0GJ97.
  
  Despite the frustrations you encountered, we sincerely thank you for your support and hope that you will allow us the opportunity to win back your confidence and exceed your expectations onboard a future cruise. 
  
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife, ******************************* booked our family of 4 on a cruise sailing on June 8th, 2024 on the Carnival Breeze booking number D2RZ53. It is going to ******* and **********. My wife is 25 weeks pregnant. We originally booked the cruise for either late June or July but we thought that would be too late in her pregnancy so we called Carnival to move the date up. This is when we got the June 8th sail date. We talked to a customer representative who told that ******** was pregnant and the representative never mentioned anything about the 24 week pregnancy cutoff date. Rules state Carnival will not let you travel this far along in the pregnancy because they don't have adequate health officials onboard in case of an emergency. Which is honestly fair. We didn't realize this until a few days ago when it time to check in for our flight. We were devastated and my wife was really upset. She has been trying to travel all year and something just keeps derailing her plans. The representative who rebooked us never asked about how far along in the pregnancy she was or warn us about the rule. We purchased insurance for the cruise thinking that would save us but nope. Insurance denied our claim and said that there was nothing they could do in this situation. So you mean to tell me, these companies can charge you over $4000 and can keep ALL of your money for a customer simply not reading the terms and conditions? How about not allowing customers to pay for a ************************** without filling out a mandatory questionnaire befofe you are allowed to make such a large purchase. This is 2024, you should have the technology to add that to your website. Or how about you train your customer service representatives to probe customers when someone calls and says, "I'm pregnant and would like to change the date of my cruise." Cruise ships are basically a scam and honestly don't care if you sail or not, they just want to lock you on to take your money. Please just refund our money.

  Business response

  06/04/2024

  BBB CASE # ********
  Carnival Breeze on 06.08.2024
  Booking # D2RZ53
  Consumer:***************************
  
  Thank you for taking the time to contact us and keep us informed. Our executive team keeps a close eye on guests feedback and comments and have tasked me and other colleagues on my team to respond on their behalf. 
  
  We appreciate your honesty, and it deeply saddens us to know that these incidents have left such a poor impression regarding the timing and handling of the situation. It is always discouraging for us to learn that our guests are unhappy with any aspect of planning their vacation.
  
  Our records indicate that a full refund has been processed for your booking D2RZ53,including the Carnival Vacation Protection to **** x 7667 in the amount of $596.00 and to MC x 7727 in the amount of $404.20 on 05.29.2024 and $3145.00 today and we ever so kindly ask that you allow 3-5 days for the credits to appear.
  
  Despite the frustrations you encountered, we sincerely thank you for your support and hope that you will allow us the opportunity to win back your confidence and exceed your expectations onboard a future cruise. 
  
  We have acted in a fair and equitable manner and this statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

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