ComplaintsforRoyal Caribbean Group

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our family had significant issues with the third party vendors that Royal Caribbean uses for its shore excursions and bus transports to/from the airport and ******. I filed a reference number with them (#3-71933141462 for Booking #*******) and contacted Corporate Guest Relations about these issues. They advised that there was nothing they could do except submit our concerns to the companies and to management, with no recourse or reimbursement to us since it is the contract that RC supposedly limits their liability for any issues that third party vendors provide. Therefore, even though customers have no choice on what company to select for these services since RC picks them for us, we essentially have no recourse financially or otherwise, which is an awful business practice by not backing the companies they select.In short, RC (and the Kotor excursion vendor) misrepresented the excursion by stating that customers would have a much longer period of time in ***** than the UNDER 2 hours (out of 7.25 hours) so that we could eventually do none of the things that we wanted to while there. We essentially wasted $300 on a trip to ***** for 7.5 hours instead of enjoying a day on the ship. Had we told that we may spend less than 2 hours in *****, we would not have selected this excursion (and I'm sure this was done purposely...they likely wouldn't have gotten the other 5 buses for this excursion either!).The third-party bus transport back to the ************** (Trumpy Tours) was humiliating. My wife had to use the bathroom (along with 2-3 others on the bus) and the driver would not stop, stating that there was nowhere to stop (even though we passed numerous gas stations and fast food restaurants along the way!). My wife literally could not make it to the stop that the driver (*****) eventually made and it was extremely embarrassing to her. Nothing like that had ever happened before and all RC said was "Sorry this happened. We'll let the company and management know."

  Business response

  07/18/2024

  Subject: Lampf/8154750 &8162771

  Case: 21991057
  

  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

  We have been in contact with ************** regarding his concern. We have provided him with an amicable resolution.

  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,

  
  ***********************************
  Royal Guest Experience Management

  Customer response

  07/19/2024

   
  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.  They will be following up with me in the next week or two for resolution. Thank you for your assistance.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2021 I booked a cruise to ****** under reservation ******. They refused to give me back my deposit of ****** despite the fact that we couldn't sail due to covid therefore I filed a complaint with you. I was told I would receive a cruise credit for ****** which was minus the ****** per person non refundable charge. I never received any credit. I just called them today and was told that I was sent the certificate by email from you. I never received anything. They are now refusing to reinstate my certificate as it expired in 2023. I am incredibly frustrated and want this resolved

  Business response

  07/10/2024

  Subject: *******************************
  Case:21961598      Booking #: 516934
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
   We have contacted the guest and were able to discuss our policies, while reaching an amicable agreement.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  
  Guest Experience Management
  *********************;

  Customer response

  07/10/2024

   
  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

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Reporting bad business. I took a cruise with Royal Caribbean, and we booked our flights and ship with them. The flights THEY booked for us ended up not taking off and got delayed 12 hours, and they had no backup plan but had us figure it out ourselves even though we paid for help with all flight aspects. Because of their poor lack of planning and customer support, we missed the entire first day of our cruise, costing us nearly $1000. We got on the ship and asked for any kind of courtesy upgrade or food/drink package or SOMETHING to recognize how much we had been cost by their errors and lack of support, and we got nothing but were told to contact engagement services post-cruise. I have contacted every department via email and phone call since getting off the cruise, and every single one just tells me essentially, Im sorry, that ***** for you. Theres nothing we will do. I have never worked with a company unwilling to give even a TOKEN of support after such a miserable few days (even $100 courtesy), and I think they need to be held responsible. I am hoping you can help me get the $1000 back for the one day (and now the hours of calls) this cost me.

  Business response

  07/10/2024

  Subject: ********************
  
  Case: ******** Booking 6895987
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond. 

  We have been in contact with ******************** regarding this concern. We believe we have found an amicable resolution.

  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  *********************************
  Royal Guest Experience Management

  Customer response

  07/10/2024

   
  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,
  
  Cami M

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction:Nov.05th.2023 Amount of money:$3,500 RCI provides us :SC1011 with the original itinerary ******** - ******* - ********* - ********, with reservation numbers ******* and 6787986.The dispute:Unfortunately, on June 24th, we received a sudden email informing us of a last-minute change in the itinerary, altering it to ******** - ******** - ********* - ********. This unexpected change has not only disrupted our carefully planned vacation, but it has also caused significant disappointment and misunderstanding among our family members. My wife and I had specifically planned this trip as a surprise for our parents, especially my wife, and the change has led to unnecessary arguments and even strained our marital relationship.What they had offer was just a free cancel and full refund.In light of the significant inconvenience and disappointment caused by this change, we strongly request compensation from Royal Caribbean. Specifically, we request that you allow us to a toll free changing our cruise reservation to SC1001,aka the Oct. 1st departure, with the itinerary of ******** - ******* - ******** - ******** - ********, without any additional fees. This new itinerary aligns more closely with our original plans and will help mitigate the damage caused by the sudden change.We hope that you will take our complaint seriously and provide us with a satisfactory solution. As a loyal customer of RCI,we have always believed in the company's commitment to customer satisfaction. We expect the same level of attention and consideration in resolving this matter.Thank you for your time and attention to this matter. We await your prompt response and resolution.Sincerely,***************************

  Business response

  07/09/2024

  Subject: ****/ *******/ 6787986

  Case: 21954637

  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

  We make every effort to keep our itineraries the same, but there are times when changes must be made. This change was due to speed reduction and is for the safety of all our guests and crew members.

  In addition, when a guest books a cruise, they are agreeing to abide by the Cruise Ticket Contract. In section 7 of our Cruise Ticket Contract (CTC) it states that Carrier may for any reason at any time and without prior notice, cancel,advance, postpone or deviate from any scheduled sailing, port of call,destination, lodging or any activity on or off the Vessel, or substitute another vessel or port of call, destination, lodging or activity. We have included this link for additional information regarding itinerary changes:

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

  Furthermore, as per policy, we cannot honor this request for a different sailing with no fees as this must be extended to all guests, since all guests were affected.

  If *********** no longer wishes to join us on this sailing, he can cancel the reservation, and he will receive a full refund of any paid portion of the cruise to the original form of payment, including non-refundable deposits and any pre-paid amenities.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,

  
  ***********************************
  Royal Guest Experience Management

  Customer response

  07/11/2024

   
  Complaint: 21954637
  
  I am rejecting this response because:
  I hope this letter finds you well. I am writing in response to your recent communication outlining two potential resolutions for the unforeseen change in our travel itinerary, namely a refund and the option to upgrade our cruise route at an additional cost. While I appreciate your promptness in addressing the situation, I must respectfully decline both proposals based on the significant financial and sentimental implications our family has incurred as a result of the alteration.

  
  

  As you are aware, our family had eagerly anticipated our voyage aboard Royal Caribbean, with a particular emphasis on visiting *******. This destination held special significance for us, as we had meticulously planned and pre-booked several non-refundable experiences that are now unfortunately unavailable due to the change. Chief among these is a renowned dining experience for our entire family, which we had eagerly anticipated as a highlight of our trip. Additionally, we have secured a luxury ground transportation package from a local tour operator, ensuring seamless and comfortable transfers, incurring a total loss of approximately $2,000 USD.

  
  

  Given these unforeseen circumstances, we kindly request that Royal Caribbean consider alternative measures to mitigate the inconvenience and financial burden caused by the itinerary change. Our family believes that a proactive and empathetic approach, in line with your company's commitment to customer satisfaction and responsibility, would involve the following compensation:

  
  

  Free Upgrade of 2 Original Cabins: We humbly request a complimentary upgrade to a more spacious and luxurious cabin. This gesture would not only provide a tangible form of compensation but also enhance our overall cruise experience, making up for the disappointment of missing ********

  
  

  Free Deluxe Alcoholic Beverages Packages for All Six Passengers: To further elevate our voyage, we kindly request that all members of our family be granted unlimited access to alcoholic beverages throughout the cruise. This addition would not only add to the enjoyment of our time onboard but also serve as a thoughtful acknowledgment of our inconvenience.

  
  

  Free North Star Experience Reservation at 19:00 for All Six Passengers: We are particularly interested in the North Star observation deck and would greatly appreciate if you could arrange for all six of us to experience this unique attraction, specifically scheduled for 19:00 to enjoy the breathtaking sunset views. This would undoubtedly be a memorable moment for our family.

  
  

  Free VIP Tickets to Silk Road Show: We would be deeply grateful if you could include complimentary VIP tickets to the Silk Road performance for all members of our family. This renowned show promises to be a cultural feast, and we believe it would be a fitting addition to our cruise itinerary.

  
  

  Free Shore Excursions in ******** and *********: To make up for the missed opportunities in *******, we kindly request that you arrange for shore excursions in ******** and ********* for all six of us. These excursions should offer a rich cultural and natural experience, ensuring that our family can still enjoy diverse and engaging activities during our cruise.

  
  

  We understand that these requests may present logistical challenges, but we are confident that Royal Caribbean's renowned customer service and commitment to excellence will enable you to find creative solutions that meet our needs. We hope that by granting these compensations, your company will demonstrate a sincere understanding of our situation and reinforce your reputation for being a responsible and customer-centric organization.

  
  

  We look forward to your favorable response and remain hopeful that together, we can find a mutually satisfactory resolution to this matter. Thank you for your attention to our concerns, and we eagerly await your reply.

  
  

  Warmest regards,

   

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

  Business response

  07/12/2024

  Subject: ***********************
  Case:21954637 Booking #: ******* & 6787986
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We have outlined the ticket contract, where the guest agreed to Royal Caribbeans terms & conditions, regarding change of itinerary. We acknowledge the guests disappointment and have provided the guest with reasonable resolutions, that are still within our policy, as we must remain fair to all affected guests. While the guest chooses to not employ these resolutions, they remain available to the guest.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  
  Guest Experience Management
  *********************;

  Customer response

  07/16/2024

   
  Complaint: 21954637
  
  I am rejecting this response because:I'm not satisfied with the offers.

  Dear Royal Caribbean Cruises Ltd.,
  
  I am writing this letter with a heavy heart and a sense of disappointment that I have rarely encountered in my travel experiences. As a loyal patron of your esteemed cruise line, I had booked passage on the Spectrum of the Seas for a much-anticipated voyage departing from ******** on Oct.11, with high expectations of enjoying the advertised itinerary and making cherished memories with my family. However, the unforeseen and last-minute alterations to our cruise itinerary have left us feeling nothing short of betrayed and seeking a just resolution.
  
  Our excitement turned to confusion and frustration when we were informed, mere days before embarkation, that due to unforeseen circumstances beyond your control, several key ports of call on our itinerary would be omitted, and our voyage would instead focus on alternative destinations that were not part of our original plans. While I understand that such changes can occasionally occur in the travel industry, the manner in which this information was communicated and the inadequate compensation offered by Royal Caribbean have left a sour taste in our mouths.
  
  Firstly, the communication regarding the itinerary change was severely lacking in transparency and timeliness. Receiving such news mere days before departure not only disrupted our meticulously planned vacation itinerary but also forced us to make last-minute cancellations and adjustments to pre-booked shore excursions, hotel stays, and transportation arrangements in the affected ports. The financial burden and emotional stress caused by these unforeseen circumstances were significant and could have been mitigated had we been informed earlier.
  
  Secondly, the compensation package offered by Royal Caribbean in response to these changes falls far short of addressing the genuine losses and inconveniences we have suffered. The credit voucher for a future cruise, while appreciated, does not address the immediate financial losses incurred nor the non-refundable expenses we were forced to bear. Moreover, it does not compensate for the loss of experiences and memories that we had planned and looked forward to during this specific voyage.
  
  In light of the above, I respectfully request that Royal Caribbean reconsider its position and offer a more comprehensive and equitable compensation package that truly reflects the extent of our losses and inconveniences. Specifically, I propose the following:
  
  Additional Onboard Credit: A substantial increase in the onboard credit offered, to cover any additional expenses we may incur during the revised itinerary and to provide a gesture of goodwill.
  
  Future Cruise Discount: In addition to the credit voucher, a significant discount on a future cruise booking with Royal Caribbean, recognizing our loyalty and the inconvenience suffered.
  
  Apology and Recognition: A formal apology for the handling of this situation, along with a recognition of the impact it has had on our vacation experience and our trust in Royal Caribbean.
  
  I believe that these measures would not only address the immediate concerns but also reinforce Royal Caribbean's commitment to customer satisfaction and loyalty. As a brand that prides itself on delivering exceptional cruise experiences, I trust that you will take this matter seriously and work towards a satisfactory resolution.
  
  I look forward to hearing from you soon and hope that we can find a mutually agreeable solution that restores our faith in Royal Caribbean and ensures that future customers do not have to endure similar hardships.
  
  Thank you for your attention to this matter.
  

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a cruise with outfit booking paid the deposit of $200 Submitted a gift card for $400 and then made small payment of $37.54 for a grand total of ****** This was on booking ******. I purchased this cruise prior to my daughters cruise booking *******. When she returned and had such a terrible time. She told me I am never sailing with them again. So on 06/22/24 I called the cruise line to discuss options cause I am disabled and have to have someone sail with me. Her refusing to go because of her experience on the prior cruise. I wa ls then left holding a problem. I discussed with the rep on the phone my options. He came back and told me that I would be entitled to a full refund of my purchase and could be processed to my payment card that it would take 14 days to process. Well when it processed it came back as $200 I called to find out why. This is when they tell me that there is a non refund on the gift card that was spent or no reimbursement of any kind. Keep in mind I paid for total trip insurance as well when I purchased the trip. Their policy states that within 90 days of the cruise your entitled to a full refund. But now all of a sudden the gift card it non refundable or does it have any monetary value. So now on 7/5/04 I am out $400. After being told by their rep I would receive a full refund of the purchase paid in amount of $******. This is wrong and unacceptable when their rep on the 22nd of June even I took the time before canceling telling me I would have it all refunded to my payment card. If I knew I was going to be out $400 I would have kept the cruise booking and transferred it to family friends. Someone who could of tolerated the public intoxication and people openly smoking illegal substances on board. Before I would have canceled and lost a substantial amount of money. I ask this be made right somehow. Unfortunately it was their uninformed employee that gave me false info on the 22nd that has lead to this misunderstanding. Thanks for any help

  Business response

  07/08/2024

  Subject: ******
  
  Case:21946982 BK#******, 5140134,******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

  
  Our records indicate a refund has already been disbursed on July 3,2024 to **************** credit card ending in **** ending 0980 in the amount of $200.00.  A refund is also in process for $37.54 to be refunded back to the same credit card ending in 0980. Please allow two billing cycles for the refund to appear on the guest credit card statement.
  
  Were sorry that the guest is disappointed with the Gift Card policy. The Corporate Gift Card is sold by a third-party vendor. The gift card is only applicable based on the terms & conditions put in place by the vendor. Due to the terms, its not applicable for these reservations. Additionally, we show that **************** contacted our corporate office and was informed of these details.
  Therefore, we must respectfully decline the $400.00 gift card to be refunded.Please see website with the term and condition once the guest has purchased a gift card it is non refundable.
  ******************************************************************************.

  
  Regarding her daughter reservation, please have her contact us directly, so we may go over her concerns she had on her sailing for 06/13/24.Due to our privacy policy, we cannot disclose a reservation for third-party guests. I truly apologize for any disappointment and inconvenience this response may cause. Please do not hesitate to contact our *************************** by email or by calling (US)************** or (**) 1932 834 119 for further assistance.
  
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  
  Sincerely,
  
  *********************************
  Royal Guest Experience Management

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was physically assaulted on Royal Caribbean Independence of the Sea by other passenger. I was unhappy with how Royal Caribbean handled the incident.

  Business response

  07/08/2024

  Subject: ******
  
  Case:221940811 Bk# ******* 
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  While we empathize with the inconveniences that Mrs. ****** experienced in ******** with another guest onboard, our records show that Mrs. ****** has spoken with our Executive team and they have thoroughly addressed all the concerns and we consider this matter resolved.  We must respectfully decline a refund for compensation, we show no service failure on our end.  Nevertheless, we truly apologize if our decision causes any disappointment.  
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

   

  Sincerely,
  
  *********************************
  Royal Guest Experience Management

  
  

  Customer response

  07/21/2024

   
  Complaint: 21940811
  
  I am rejecting this response because my complaint has not been resolved by Royal Caribbean.  

  Royal Caribbean has not compensated me for my troubles I had on Royal Caribbean.  A refund or credit for your cruise is needed.  Royal Caribbean did not make me feel safe under their care.  No charges were filed against the other passenger.  No consequences were given to the other passenger.  Royal Caribbean did not handle the situation correctly.  Royal Caribbean did not make sure the police were involved to file a report about the incident.  

  Overall our experience with Royal Caribbean was unfavorable.  I did not feel SAFE on thus cruise and Royal Caribbean security didn't do the job.

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently booked a Cruise with Royal Caribbean from ** to ****** and Back. It was a 4 day voyage. I booked over the phone and paid my deposit. I was under the impression that I was going to be automatically charged for the balance as thats what was implied. I now received an email message saying my cruise was canceled in my junk box along with dozens of other emails. I understand that things happen however I am now out $200 for the deposit and there are no other cruises for that date or a similar one.

  Business response

  07/08/2024

  Subject: ***********************
  
  Case: 21938391 
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond. 
  
  We would be happy to investigate this matter for **************; however, the information provided is not enough to locate her reservation. If they can provide us with their reservation number, along with the ship and sail date of the cruise in question, we will be able to locate the details and research this matter.
  
  Thank you for your assistance. We await further reply.
  

  Sincerely,
  
  *********************************
  Royal Guest Experience Management
  

  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Royal Caribbean regarding the transfer of onboard credits from a cruise that was canceled during the ******19 pandemic.Despite multiple attempts to resolve this issue directly with Royal Caribbean, they seem unable to understand the difference between onboard credits and future cruise credits. I have clearly requested the transfer of our onboard credits, not future cruise credits, to our upcoming cruise. Here are the details:- **Previous Reservation ID:** ******* - **New Reservation ID (September ****************************:** ******* I have provided Royal Caribbean with all necessary documentation, including a PDF screenshot of our old cruise vacation receipt. Despite this, the onboard credits have not been applied to our new reservation, only Future Cruise Credits have been. I am seeking your assistance to ensure that Royal Caribbean promptly applies the onboard credits to our new reservation as requested. Guest 1 $776.00, & Guest 2 $622.00.Thank you for your attention to this matter. I look forward to a prompt and fair resolution.

  Business response

  07/08/2024

  Subject: *********/6050349/4944251

  Case: 21929945

  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We have been in contact with ********************** regarding this concern. We have provided him with an amicable resolution.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,

  
  ***********************************
  Royal Guest Experience Management

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cruising with Royal Caribbean is a family tradition even thru Covid we remained loyal to the brand. Little did I know that Royal Caribbean would play such an important part in our families lives. Last year we took a cruise just like we always do. We always chose to take the stairs because we know that elevators can get crowded. On the first day my dad started complaining that his back hurt and we figured he pulled a muscle working out. He was only 65 and extremely active. Two days later the pain was so bad he would wait for the elevator in long lines because he could no longer climb the stairs. As usual it was during this cruise we booked our next cruise with RCC. My dads pain kept getting worse and within a few weeks he was using a ******, his pain progressed rapidly. The last family photo we took with my dad standing was on our last cruise. After months of doctors visits we were given the terrible news that he has the terminal condition of ALS. As you can imagine since we are his primary care takers my mind is somewhere else so I missed the deadline to pay for this years cruise which will most likely be his last. I was forced to rebook the same room for an increase of $12,533.68 because I missed the deadline to pay by I believe a week or so. I am hoping you guys can restore to the price that we originally had because a $12,533.68 is a lot of money specially since we could use it for other things thru my dads illness. I appreciate any help you can offer.

  Business response

  07/02/2024

  Subject: *****/4404348

  Case: 21923816
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

  We have been in contact with Ms. ******************** this concern. We have provided her with a resolution to her concerns via telephone.

  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,

  
  ***********************************
  Royal Guest Experience Management

  Customer response

  07/03/2024

   
  Complaint: 21923816
  
  Although I was contacted by Royal Caribbean, they were unable to help, and the price of our ***** increased by $13K!
  
  Sincerely,
  
  *********************

  Business response

  07/03/2024

  Subject: *****/4404348/6181095

  Case: 21923816

  Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.

  According to our records the reservation was originally booked on 8/7/23. The guest was sent an email on 5/28/24, 6/4/24,6/10/24, and 6/15/24 advising payment was due or the reservations would be canceled. Payment was not made so the reservations were canceled on 6/15/24. We were then contacted by the guest on 6/30/24 asking to reinstate the reservation. However, by that time the prices had changed, and guest was advised the rebooking of the reservations would be at the current prevailing rate. We are sorry that this situation remains a concern for *************.  However, our decision will not be amended.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,

  
  ***********************************
  Royal Guest Experience Management

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Western Caribbean 7 day cruise on wonder of the sea for 2 cabins. Upon entering the cabin and removing rhe comforter out of the way the bedsheets were full of blood and the other side of the conforter was full of urine and yellow stains. The broom sink was clogged and the shower drain was full of garbage. The cabin was clearly not cleaned after the previous guests. This is vial and disgusting.

  Business response

  07/02/2024

  Subject: Iciano/8025508
  Case: 21923370
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

  We have been in contact with Ms. ******************************;regarding this concern. We have provided her with an amicable resolution to her concerns via telephone.

  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,

  
  ***********************************
  Royal Guest Experience Management

*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. ↩