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:04/03/2023

  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.

  Carnival Glory March 26- April 2, 2023 cruise. We paid approx. $3800 for a suite. From *** 1 there was issues with the suite. Sewage smell making my husband throw up, A/C never worked correctly, A/C blew black s*** all over our bed, requested room change and was ignored. Told I would be delivered chocolate covered strawberries for the maintenance issues that never came. Told I would have to pay for medical when The s*** was caused by your ship and affected my emphysema while in the room instead of swapping rooms. The sewage smell around entire ship never ceased. **** in wall by tun nor gasket around toilet never fixed. Lamp fell off bedside table first night. Lost several hours of our room due to maintenance always in there tearing the room apart Food was disgusting. Main dining was cold and food food either over cooked or raw. Buffet was the same way. Prime rib so raw the cutting board was red with blood. Staff didn't seem to understand English very well and guest service lady was always very rude and appeared she didn't want to be bothered by any person on the ship. She was rude to everyone I saw at guest services. Paid 119$ per sign and sail card for internet and well it only worked at guest services. Noone could maintain a connection anywhere else on the ship. Again GUEST SERVICES did nothing and acted as if people were bothering her.A cruise is supposed to fun and relaxing. This cruise was not. We were forced to make do and it definitely was not worth $3800. I am demanding a full refund for our suite only or supply us with a suite on another ship even if to the same port of calls. This was a nightmare and these are the only options I will accept.

  Business Response

  Date: 04/04/2023

  Thank you for reaching out on behalf of Mrs. **************************
  
  We know that a stress-free vacation is something our guest look forward to and we agree that customer service is fundamental to having a great vacation. We also realize the time spent relaxing in the cabin is very important which is why we are so sorry to hear of the issues she encountered. Upon further research of her situation, when issues were reported on 03/29/23 regarding the smell in her cabin and black dust from the air conditioner on 03/30/23, our Housekeeping Supervisor enlisted the immediate assistance of the AC Technician and ******* who was able to rectify the inconvenience promptly. The following day, *************** confirmed all issues no longer existed. Medical assistance was offered but declined. Her additional comments regarding the other aspects of her cruise vacation have also been noted. *************** has been contacted by one of our agents via email and was extended onboard credit to be used on a future cruise. While we understand her sentiments, we are unable to honor her specific requests.

  We appreciate her understanding.

  Sincerely,

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

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19891344
  
  I am rejecting this response because we reported a broken lamp on the 1st morning that wobbled all night keeping us awake.  We reported a hole in the wall by the tub and the gasket falling off the toilet and those were never fixed.  We told guest services that the A/C being too cold and not able to turn it down had been fixed.  We also told them that the s*** was still there not as bad but still there.  We reported sewage smell on several occasions and housekeeping supervisor had ******* come in and wipe down 2 walls and 1 cabinet door to " freshen up the room", they tore the wall in the hallway ipen looking for the issue.  The smell was never as strong but always there.  This is not what we paid for.  I've asked for credit for 1/2 of total suite cost.  200$ of on board credit does not resolve the issue and its a slap in the face.  I'm not asking for a free cruise or a full refund.  I'm asking for a partial refund of 1/2 of the suite to settle this before I am forced to go a different more expensive for everyone route.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/06/2023

  Were sorry *************** remain displeased despite our best efforts to address her concerns and truly regret we cannot come to an agreement.

  I want to assure you that we have considered the matters she has brought to our attention.  I really wish we could respond more favorably to her request but at this point, we can only apologize. We genuinely hope she will take advantage of our offer.

  Although we respect her continuing interest in this matter, our position remains unchanged, and this will be our final disposition on this matter.

  We take this opportunity to reiterate the sincere apologies previously expressed and leave her with our best wishes.

  Sincerely,

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

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19891344
  
  I am rejecting this response because $300 onboard credit is a slap in the face with forcing us to sleep in a very unhealthy room and neglecting to remedy it shows Carnival is all about the money and themselves.  Yall own all the plazas at ports of call, all souvenir stands and excursions, and all employees talk and act like robots, resembling contracted slavery.  We will make sure all our records and photos and emails are shared all over every social media site and will be filing a claim in court.  It's a shame a company like this does not actually care about the ones that make sure the company stays afloat.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/02/2023

  Type:Sales and Advertising 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 first issue I had started when I booked the Carnival Paradise in January. The total I was given (see pic) was $1808. When I went to book it the price had changed to a different price (see pic) with a difference in $298. When I called to discuss this with **************** they said, there was nothing they could do and I was charged the correct price, however, I told him I had a picture of the original price that was stated via online. The 2nd issue we had was on my account online I made sure that my children could not spend money without using our sail and sign. Somehow, my kids were able to make charges at the arcade, along with **** Coladas and Strawberry Daquiri's (non-alcoholic)The 3rd issue we had was when we arrived on the cruise ship on Saturday March 25th, we asked the bartender if non-alcoholic **** Coladas and Strawberry Daquiri's were included in the Bubbles program we bought and he told us yes. He was working at the Red Frog Rum Bar and was an Indian man. He had black hair that had a mohawk-like presence and short in stature. When we received our bill, we saw the charges made for these drinks. I talked to ***** Services on Wednesday March 29th about our issue. They tried to dispute the bill, but to no avail. This was very disappointing, considering, our kids could make charges when those were never authorized and we asked the first day and assumed we were getting correct information from the cruise worker. The total for the non-alcoholic drink charges were a total of $67.25 and each drink is of a different price as well. Some were $10.04, others were $9.44 and $9.41, which makes no sense. This was our first cruise and we had three separate issues that have not been taken care of, nor taken seriously in our opinion.

  Business Response

  Date: 04/04/2023

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

  ***************** has been contacted by one of agents and her concerns were addressed and explained what she has brought forward.
  

  Please know that guest comments and concerns are appreciated and are a vital part of our efforts to continuously improve the cruise experience.

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

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19887160
  
  I am rejecting this response because: nothing was done. An apology is lovely, but there was absolutely no acceptance of error on Carnival's part.  We were given wrong information by a bartender and my kids were given no consent to make charges via my online account, however, my kids were able to make charges and no credit was given for the drinks that we were told were included. We are asking for a refund at the minimum of the drink charges that were purchased.  Even better would be the arcade purchases that our kids should not have had access too since I did not give permission online for our kids to make any purchase on the boat.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/04/2023

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

  Were sorry that **************************** remains displeased with the response that was provided to her. Information pertaining to the Sail & Sign account was listed during the Online Check-in process and is listed on our website. While we understand her sentiments, we are unable to honor her specific request.

  We appreciate her understanding.
  

  Sincerely,

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

• Initial Complaint

  Date:04/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a cruise that was to sail on April 10th, booking W74LD. We ended up purchasing insurance for the cruise and was told by the agent that we could cancel for any reason. Recently we were placed with 2 ****** children via ************** DSS. We are not allowed to leave the state for legal reasons. We contacted Carnival to cancel the cruise and refunded a portion of the cruise and told us to file the insurance claim. We were recently denied the claim due to reasons don't support the claim. The claim amount was for $711.00

  Business Response

  Date: 04/05/2023

  BBB CASE # ********
  Carnival Freedom on 04.10.2023
  Booking #  W74LD1
  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.
  
  Please know although we sympathize with their situation, we cannot honor the request for a full refund, as the guests purchased Carnival's Vacation Protection (CVP)as a safeguard from financial losses of this nature. Note, CVP does not automatically waive the standard penalties assessed for cancelling and/or rescheduling a cruise, it allows the guest to ability to file a claim for the penalties incurred for trip interruption/cancellation.
  
  Once the guest files a claim with Aon, an email will be provided with either an approval or denial. Please know, currently Carnival does not have records indicating ************ has denied or approved the claim; and once Carnival receives the denial from Aon, we will update their booking accordingly. Note,if claim is denied, then a Future Cruise Credit (FCC) in the amount of 75% of the cancellation charge $359.25 x 75% = $269.43 will be extended per person;and the guests must sail within 12 months to redeem the **** based on the offer date.
  
  Please note, an Aon Affinity Program Administrator can be contacted 24 hours a day online at www.travelclaim.com or Monday through Friday 8:00am10:00pm (ET) and Saturdays, 9:00am-5:00pm (ET) by calling ************ or ************.
  
  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

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19886905
  
  I am rejecting this response because:
   My cruise was cancelled, you kept my money and they resold my room to another guest. It would be different if you could not fill the room and recoupe the cost, but you made double profits and kept money from a customer. Its theft. There is no reason what so ever to not refund the money. You sales rep sold us insurance saying we could cancel for any reason and we purchased with good faith thinking the insurance was worth it. *** replied back and denied our claim saying family matters do not qualify for insurance. Attached is their response. Our ****** care contract, our court summons and the response from Aon. 
  Sincerely,
  
  *************************

  Business Response

  Date: 04/13/2023

  BBB CASE # ********
  Carnival Freedom on 04.10.2023
  Booking #  W74LD1
  Consumer: *************************
  
  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 our valued guests observations. Please understand that Carnival certainly appreciates all of our guests and we would not like for you to think otherwise.
  
  We appreciate honesty and it deeply saddens us to know that these incidents have left such a poor impression in their mind. Unfortunately, we cannot change the circumstances that have already occurred, but want to reassure our guests that their comments have not fallen on deaf ears.
  
  Please note, as the guest has provided the claim was denied, Carnival will be more than happy to extend a Future Cruise Credit (FCC) in the amount of 75% of the cancellation charge, $359.25 x 75% = $269.43 will be extended per person; and the guests will received their offer letter in a minimum of 3 business days.
  
  At this point, we must let you know that no further consideration will be given to this matter.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

• Initial Complaint

  Date:04/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 25, 2022, I purchased a cruise package for my daughter, husband and grandson which included travel insurance at an additional $337.00. Booking Reference #GOT5HA. On December 11, 2022, my daughter found out that she was pregnant. Due to some underline health conditions along with being pregnant the physician strongly recommended that the cruise be canceled. Upon making contact with Carnival Cruise Lines on December 11, 2022, we were directed to contact AON to file a claim for reimbursement. Upon making contact with AON we were given a claim #******* and was told that they would be emailing us the claim forms for reimbursement. The letter from the physician clearly indicates that the baby would be due on or around 7/2/2023. It should be noted that this is a high-risk pregnancy. We have submitted the required Attending Physician statement along with all requested forms. I have been in contact with both AON and Carnival Cruise Lines regarding the status of this claim, each time I was told that this case was under review and we should be hearing back within a week or so. I have made contact with both agencies on 1/9/23, 2/3/23. 2/18/23, 3/9/23, 3/15/23, 3/26/23 and on 3/31/23 by phone and email. The latest response I received was on 3/31/23 via email which denied the claim due to the pregnancy not being a legitimate excuse to cancel the cruise (unless hospitalization is required). Upon receiving this email, I made contact with Carnival Cruise Lines which I spoke with representative *****************. I explained to this rep that I was just denied a claim. I explained to the representative that Carnival clearly states that a pregnancy over ************************************************** children (new born babies) less than 6 months would not be allowed to board. The representative stated to my amazement " the pregnancy could have been avoided" and that probably why the claim was denied. I will never book another cruise with Carnival again.

  Business Response

  Date: 04/05/2023

  BBB CASE # ********
  Carnival Venezia on 07.25.2023
  Booking #  G0T5H3
  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.
  
  Please know although we sympathize with their situation, the guests purchased Carnival's Vacation Protection (CVP) as a safeguard from financial losses of this nature. Note, CVP does not automatically waive the standard penalties assessed for cancelling and/or rescheduling a cruise, it allows the guest to ability to file a claim for the penalties incurred for trip interruption/cancellation.
  
  Once the guest files a claim with Aon, an email will be provided with either an approval or denial. Please know, currently Carnival does not have records indicating ************ has denied or approved the claim. Note, if claim is denied, then a Future Cruise Credit (FCC) in the amount of 75% of the cancellation charge $250.00 x 75% = $187.50 will be extended per person; and the guest must sail within 12 months to redeem the **** based on the offer date.
  
  Please note, an Aon Affinity Program Administrator can be contacted 24 hours a day online at www.travelclaim.com or Monday through Friday 8:00am10:00pm (ET) and Saturdays, 9:00am-5:00pm (ET)by calling ************ or ************.
  
  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

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19883157
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  i have filed with AON which was denied.  I elected to have this insurance so this trip would be refunded in an event such as mine. AON and Carnival cruise lines are in conflict with one another.  Carnival will not allow a baby under 6 months old to board nor allow a pregnant women to board after 24 weeks.  AON states that this is not an acceptable excuse not to make the Cruise!  I want my refund of $750.00 and do not want a credit.  I want the insurance to work as it was designed.  Im still very upset with the representatives indicting that this pregnancy could of been avoided.

  Business Response

  Date: 04/11/2023

  BBB CASE # ********
  Carnival Venezia on 07.25.2023
  Booking #  G0T5H3
  Consumer: *******************
  
  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 our valued guests observations. Please understand that Carnival certainly appreciates all of our guests and we would not like for you to think otherwise.
  
  We appreciate honesty and it deeply saddens us to know that these incidents have left such a poor impression in their mind. Unfortunately, we cannot change the circumstances that have already occurred, but want to reassure our guests that their comments have not fallen on deaf ears.
  
  Please know this request has been given serious consideration from the onset and in cases like this, we are unable to honor any request for a full refund. Please note, having CVP does not automatically waive the standard penalties assessed for cancelling and/or rescheduling a cruise, it allows you to ability to file a claim for the penalties incurred for trip interruption.
  
  With disappointment, we must advise to protect the integrity of Carnivals Vacation Protection program,we cannot make an exception; no individual concessions can be made toward the perks and benefits of the program, to remain consistent and fair.
  
  Once the guest files a claim with Aon, an email will be provided with either an approval or denial. Please know, currently Carnival does not have records indicating ************ has denied or approved the claim. Note, if claim is denied, then a Future Cruise Credit (FCC) in the amount of 75% of the cancellation charge $250.00 x 75% = $187.50 will be extended per person; and the guest must sail within 12 months to redeem the **** based on the offer date.
  
  At this point, we must let you know that no further consideration will be given to this matter.
  
  
  Thank you for your understanding.
  
  Carnival Cruise Line

  Customer Answer

  Date: 04/11/2023

  As I have noted in prior messages, I have filed multiple issues with AON, approximately 2 thick of paperwork with me going back in Forth with the outcome of this denial of the $750 dollars that I am out of.  Please explain this to me, Carnival Cruise lines will not allow a pregnant women board the ship if she is over 24 weeks, nor will Carnival allow a baby to board that is less than six months.  You have AON that represents and insures passengers that plan to take a cruise on Carnival Cruise lines.  AON works for Carnival and both Carnival and AON are in conflict with the rules that you have imposed for passengers.  I do not want a future credit to cruise with carnival, not now and not in the future.  What I want is the insurance that I paid for to work for me so I can get my $750 reimbursed.  This is nothing less than a sham and you should be embarrassed as a professional business.  I see this type of thing throughout the complaints made by others that are trying to recoup their reimbursement.  Please reconsider my complaint so I can have my $750 returned to me, its the right thing to do.

   
  Complaint: 19883157
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/18/2023

  I have sent the *** denial of this claim and you continue to indicate that you do not have records of a claim of denial from ***.  This is insane, I paid over $300 for this insurance and you are telling me that along with the $750 for this trip and the $337.00 for the insurance I have no claim.  You (Carnival) have a clear stipulation as to pregnant women being over 24 weeks and babies under 6 months are NOT allowed to board!  If this is your set of rules why cant you honor the refund that I am requesting?  Carnival has caused a lot of stress in this matter.  This is poor customer service and it appears you could care less with just denying claims as Carnival pads their pockets with honest working families trying to get a refund for a legitimate issue.  I am hoping that the news media gets a hold of this.  There is nothing but poor reports with *** and Carnival.  I will push this issue until I get my refund in full returned to me.  You are not an honest company and what you are doing is steeling money from customers.  I will never do business with Carnival ever again.  Lastly, why would you request to receive the denial I received from *** only to deny my claim three days after I sent these copies, appears to be premeditated.  I am so disappointed and disgusted with your lack of compassion for your customers.  I hope other potential customers review the issues I am laying out. 
  

  Your decision is unfair and unjustifiable,

   

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *********************** I booked a cruise on June 8th 2022 for March 16th of 2023. When me and my guest ***************************** arrived to our room there was only twin size bed in the room. The room was booked for two people and we booked it about nine months in advance . I tried to get help from the front desk and they aplolagized but said there was no where to put us. I had nowhere to sleep for 4 nights. They put me on the back part of a sofa that had sizeable holes in it and covered it with blankets to make it look like a bed. I have sent two emails to carnival , explaining the situation and provided pictures . I havent heard anything back from them at all. I paid over 600 dollars for me and my friend to go on the cruise. I need help. Carnival baited me with reasonable rates and then stuck me in a room that was very obviously only meant for one person to sleep in. The back of the sofa has visible tears that is what they forced me to sleep on.

  Business Response

  Date: 04/03/2023

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

  Were sorry to hear of ************** impressions she received regarding the cabin bedding provided onboard. We regret any miscommunication regarding the bedding configuration. Carnival makes every effort to provide the highest possible standard of bedding and cabin amenities and sincerely apologize for any distress this situation may have caused. 

  We appreciate her understanding.

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

   

   

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19880477
  
  I am rejecting this response because:

  The sleeping conditions that carnival provided were completely inhumane. I seen in the attachments that I have attached to The sleeping conditions that Carnival provided were completely inhumane. I seen in the attachments that I have attached to my complaint they put me on the back of a sofa with holes in it for four days. 
  Carnival finally had a case worker email me back after weeks saying that that was the room that I had booked which is completely untrue because when I added ***************************** to the itinerary, Carnival asked me if I wanted one king *** together or two twin ***s apart. Obviously, you cannot push a sofa and a twin size *** together to make a king size *** so it would be safe to infer from the information I was provided by carnival that there would be two twin ***s.  
  I am being completely honest when I tell you that the back of that sofa was exactly like sleeping on the floor. It was unsanitary, as you can see in the pictures I have provided . It was not an appropriate place for anybody to sleep on.
  I understand that carnival probably has specific procedures to Waze. They have to reply to these kinds of complaints, but I am telling you this is not right. This is not fair. Carnival lead me in by giving me an extremely low cruise rate, an onboard credit, and failed to tell me that I would pretty much be sleeping on the back of a sofa with holes in it for four nights in a row. This is not acceptable at all.  Even their staff on board knew that it was a messed up booking.  My back still hurts. I waited 9 months to go on this vacation to have Carnival treat me like garbage for nearly a week. 

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

  Business Response

  Date: 04/05/2023

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

  We are sorry to learn of Ms. ****** continued disappointment with our previous response.  Our team has carefully reviewed her request and our position remains unchanged.  We truly regret things didnt work out as she would have liked, but this is our final disposition on this matter.

  We appreciate her understanding.
  
  Guest *************** ****** of the President
  Carnival Cruise Line
  *********************************************************

  
  

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19880477
  
  I am rejecting this response because:

   

  This is completely inhumane conditions that this company had me sleeping in for 4 days . Their response is not acceptable . I know you guys can see these picture I am sending in. I need some sort of resolve I have been traveling with carnival since I was 18 

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

• Initial Complaint

  Date:03/30/2023

  Type:Customer Service 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.

  March 13th 2023 out of ********** ** Carnival Sunshine VIFP Club #: ********** Hello just wanted to pass along the results of our cruise March 13th out of ********** according to Carnival records was our 15th so they must have missed the ones that were booked under my wifes name because we did not go 14 years without cruising. That really doesnt matter though, we had a great time on our cruise and when people ask why we only cruise Carnival we say if its not broken dont try to fix it. Well its broken the only person who seemed to care we were on the ship this cruise was our room ******* but hes only allowed to service your room once a day now. The dining we will take part of the blame we chose anytime, and we will never do that again no matter who we cruise with, the service was horrible if you got any. We have never complained about the food it has always been outstanding, what happened to it in most cases was ok but nothing you wanted to brag about, two nights people had steaks you honestly could barely cut and they were maybe to inch thick we meet a lot of people on our cruises and everyone seemed to agree Carnival no longer strives on quality or service on their ships. We decided to do the drink package and because so many people do, Carnival apparently has no help getting cocktails for the guest so everyone has to go to go to the bar if they want a drink and the bars are so packed, and people are yelling to the bartenders what they want because there was no one getting drinks for the people on the sun decks and around the pools. I could go on forever about the service, internet, Carnival hub, all I have to say is this is the first ever Carnival cruise we have ever had a complaint bu this cruise made up forn the others, if our November family cruise is the same, we will be trying a non-Carnival cruise line for our next cruise. We hope its the old Carnival quality because we have a group that want to cruise with us November **** if its not we will cruise non-Carnival.Please dont give us the story they cant find help, if Carnival is running cruises with less then adequate help we the consumer should be informed that we will not be receiving the great food and service we have known Carnival for, for over the last 20 some years *************************************

  Business Response

  Date: 03/31/2023

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

  ******************* was contacted by one of agents who expressed her sincere apologies for his onboard experiences. Any time our guests return home with less than pleasant memories, it is of great concern to us. We truly regret his impression from this Carnival cruise was so unfavorable and appreciate him taking the time to give us feedback. it was disappointing to learn that his cruise did not live up to his expectations. We would like to take this opportunity to apologize for his disappointment.
  
  We appreciate you allowing ** the opportunity to review this matter with your agency.
  

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

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19872458
  
  I am rejecting this response because: The representative that called me was not at all concerned about what our complaint was about just wanted to give me credit for my internet and Carnival Hub about $80 dollars total. I tried to explain it was not about getting money back we love cruising and have cruised over 20 times and only on Carnival and until this cruise had never had a service problem with wait staff and servers total service on the ship was very sub par for Carnival and not just for us but the other **** on board. She tried to explain since Covid they are understaffed, as I said in my complaint that's a poor excuse, but if that is the reason as we were told why aren't the customers informed pre cruise that they are understaffed? We pretty well understand why they don't 60% of the passengers purchase the drink package if they don't get waited on they go to the over crowed bars and wait 30 minutes for a drink, this is the first cruise when sitting on the deck no one ever walk by and ask if we needed or wanted a cocktail and at diner or lunch dishes were stacked on the table before someone came and got them. That does not explain the service in the dining rooms and everywhere else on the ship. Why do they think a monetary gift will solve all. I know it means nothing to Carnival they are too big but we have a November Family cruise booked and if service is the same we will go to a non-Carnival CruiseLine. I'm sorry but after 16 minutes of explaining they tell me they are understaffed and are trying to fix it so we are sorry here is $80, to make you happy.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/03/2023

  Were sorry to hear that ******************** was displeased with the response that was provided. The refund was not given to make up for the lack of service he described, but for the inconvenience of the internet not working. Please be assured, the issues he has brought to our attention has been forwarded to the appropriate department heads for internal review.

  Please know that guests' comments and suggestions are appreciated and are a vital part of our efforts to continuously improve the cruise experience. We would like to take this opportunity to apologize again for his disappointment.

  Sincerely,

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

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19872458
  
  I am rejecting this response because: I guess there is no way to get the point across, all Carnival will say is we are working on it. Well we have friends on the same cruise this week and they said we were pretty easy saying it was bad service they said there is no service this week (week 0f 4/3 they sailed out of ********** 4/1/24) so Carnival is not working on it very hard.

  Please just pass this on and we will quit rejecting and just give in.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/29/2023

  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.

  Hello, on September 22, 2023 I made a $100 deposit to book a cruise with Carnival Cruise line and I contacted customer service to modify the sailing date. **************** refused to give any type of credit or move our deposit to the new sail date, and basically told me I lost my $100. I would like to continue my cruise booking but just for another date due to scheduling conflict. All I am asking is if there is any way the $100 deposit could be moved to the new sail date? Any help would be greatly appreciated. ************************* and ******************************* Booking number Q0Z4L0 Dali date September 07, 2023 Ship carnival feedom 4 nights Email is *******************

  Business Response

  Date: 03/31/2023

  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.
  
  
  It is always discouraging for us to learn that our guests are unhappy with any service they receive regarding their cruise. 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. Regarding your reservation Q0Z4L0, after review the booking was made online 3/22/23 under our special non-refundable deposit fare code (OCS)Early Saver. Please note before the booking is made the promotional offer advise non-refundable, also the confirmation provides our guest the below information.
  
  
  GUEST NOTES
  1)  Early Saver T&C apply. Non-refundable reduced deposit amounts: 2-9 day- $50pp includes Vista/Horizon/Panorama/*******. 10+ day/all ****** ******/Celebration/Mardi Gras/Jubilee- $99 pp. Non-refundable OBC amounts: 2-5 day- $12.50pp/$25ps. 6+ day- $25pp/$50ps. $50pp fee assessed for ship/sail date changes made prior to final payment date. Cancellations prior to final payment date receive FCC for deposit less $50pp fee. FCC issued in USD & must be used to book a new cruise within 12 months of cancel date. Guest may reprice booking if lower cruise rate is available based on total room occupancy & not from ancillary services/group rates. ***** assumes T&C of new promo & may forfeit features of original fare (cabin/OBC/upgrades/deposit/payment terms). Verified rate difference issued as non-ref OBC. Applies on sailings thru 4/30/25. Offer ends 03/31/23.
  
  
  
  While we appreciate your input, after further review we must respectfully advise that we're unable to honor your request to waive fees to change sail date. We know that this is not the answer you were looking for and we apologize for any disappointment. 
  
  
  Kind Regards,
  
  Carnival Cruise Line
  
  

• Initial Complaint

  Date:03/29/2023

  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 booked 2 different cruises with Carnival that ended up with a cancellation due to Covid. As a result we were given 2 $300 on board credits. I booked a girls trip and was able to roll the 2 credits over to the trip booking #X68GR3 during that booking that got approval to put the credits on the booking because I was not notified of any deadlines etc. I have a screenshot that the $600 on board credit was applied to the booking. In typical fashion some if the ladies fell through and we ended up canceling and rebooking. All the while I said be sure my credit gets applied. The new booking was created and the young lad said she forgot to add it and I would have to contact the resolution department. The new booking # L0p2n2 we leave April 22nd on Carnival's Liberty for a 5 day cruise. I attempted several times to resolve through the resolution department to only be laughed at be cause the agent said mam you only get a $50 credit not $600. Hung up on twice. None of times that I called would the resolution department let the agent transfer the call for me to talk to them. they kept relaying what to say to me. One person said I never should have had the credit. No one can give me a valid reason why they won't put the credit back. How can you give the credit... someone forgot to add it to the new booking . I gave kudos to Carnival at first but this has been the worse to deal/fight for. I was given the credit and should have it why am I being penalized for someone's mistake in not carrying the credit over or informing me if it could not be done when the new booking was done. I explained this with the new booking and the agent made a one way or other. I want the on board credit applied so I can enjoy my trip. I've attached proof from the booking that I had $600 applied that did not get transferred to the new booking.

  Business Response

  Date: 03/31/2023

  
  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 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. Regarding your reservation L0P2N2, after review the booking was made on 1/10/2023 the Covid OBC offer had to be redeem by 3.31.2022 which we see an exception was made on your last booking X68GR3 which was booked on 4/28/2022. Please note on your original booking F49LQ8 where you placed the $100.00 deposit and received the Covid OBC $600.00 all communication sent to our guest stated FCC/OBC was valid for 12 months. Your original booking was cancelled due to lack of payment, it did not cancelled due to our mass Covid cancellation until we made the exception to retro your cancelled booking sail date you did qualify for the $600.00 Covid OBC. While we appreciate your input, after further review we must respectfully advise that we're unable to honor your request to extend the Covid OBC offer as this would be unfair to all other guest. Please note you did not lose your $100.00 FCC ,it has been applied to your new reservation.We know that this is not the answer you were looking for and we apologize for any disappointment. 
  
  Kind Regards,
  
  Carnival Cruise Line
  
  

  Customer Answer

  Date: 03/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. But I don't have no choice but to accept or I walk away with nothing.  The covid credit was applied (when was I notified).  If there was an error how can you retract on the new booking when the agent failed to add what was on the prior booking we had to change due to a person dropping (rebooked the same cruise and date)  Had we not had to change the credit would have been there for us to use per the document I provided.  How do you explain the credit on that booking? Unfortunately this will be my last Carnival cruise.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:03/29/2023

  Type:Billing 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.

  23 to 26 March. Carnival Luminosa ALMOST 100 transactions came out of my account. I paid for everything almost immediately totalling $6809.09.Carnival then proceeded to debit the amounts again but in 1 transaction totalling another $6809.09. I have paid double which has left me with a negative bank balance and overdraft fees.Booking numbers M7H8V8 and M7H8V9 and N5H1H9 were all linked to 1 debit card.I called and was told that post cruise queries had to be emailed.I have emailed guest services with a copy of my bank statement as evidence only to receive a reply that I will wait up to 45 days for a response.

  Business Response

  Date: 03/30/2023

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

  Were sorry to hear of the inconvenience *************************** have regarding the pending charges on her account. She was contacted via email and explained the hold process,she was informed that on embarkation day a bank hold of $200 was placed on her card. Throughout the cruise, additional holds were obtained as needed when her Sail & Sign account balance exceeded the amount of the initial $200 hold.After the guest leave the ship, Carnival posts the final charge to her credit card on file. Some banks use the individual funds that had been held to pay us, and some banks use a new set of funds. This may make it look like they are being double charged. Dont worry, that is not the case.The remaining holds will be released by her bank. The release of these holds is entirely up to her bank and can take up to 5 business days or more.  If she still has holds on to her account, we suggest she contact her bank directly to inquire into the release of her holds. 

  Sincerely,

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

• Initial Complaint

  Date:03/28/2023

  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.

  Ive been dealing with a cruise experience since November where doors left open had our suite unsafe, poor experiences all around but a shore excursion being tipping point. I did all the things asked to get my money back and after 6 months of doing so I was finally called with the result of onboard credits that have to be used within the year. I deserved my money back at least for the shore excursion and its being refused and told I needed it handled on the ship. I went to customer service and shore excursions to do just that but was given an email and case number. Our room was never cleaned, forgotten in dining rooms, items ruined on excursions and no one takes accountability, the sand fleas and wood with nails all over shore. The ships utility door and employee door right by our door was constantly open and smacking around. When we would pad with a towel they would remove but not lock. Staff adds tips without being asked (facial) and so many other issues. All brought up to ***** at carnival customer service and my refund after 6 months is half off on board credit. As if, I would want to book anything with them again. Such a slap in the face.

  Business Response

  Date: 04/03/2023

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

  Were sorry to hear of the issues ****** encountered while onboard. We see that she was contacted by one of our agents. Upon further research of her claim as a gesture she will be given a partial refund for the excursion and $50 onboard credit for her and her travel companion.
  

  It is always discouraging for us to learn that our guests have returned home disappointed.  We hope we can win back Ms. ****** confidence on a future Carnival cruise. 
  
  We appreciate you allowing ** the opportunity to review this matter with your agency.
  
  Sincerely,
  
  Guest *************** ****** of the President
  Carnival Cruise Line
  *********************************************************

  
  

  Customer Answer

  Date: 04/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution a slap in the face but have to take. Also, that offer was supposed to be sent to my email and never was sent. I shouldnt have a time limit on my refund either being as its the least I could get and I cant exactly do a whole lot this year so in the end Ill have got nothing.. big thanks. 
  
  Sincerely,
  
  ***********************