Business Profile

Cruises

Royal Caribbean Group

Headquarters

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Complaints

This profile includes complaints for Royal Caribbean Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,485 total complaints in the last 3 years.
432 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/25/2025
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.
I boarded a cruise this past weekend and left gratuity to the employees via cash. On Sunday the day before the cruise ended I went to guest services to remove the gratuity charge from my card since I had left it cash. The employee has a clip board and told us we did not have to go to the computer that he would write down our information and remove it when he was done handling the line because there was other guests that needed the same thing done. We provided the information and he advised it would be taken care of. Now Im off the cruise and I see they still charged me the gratuity. I call customer service and the representive tells me to give her 24 hours to call back with a resolution. I never get the call so I call in again to check in and am told that they cannot give me a refund because the tip has already been spread out even though their employee committed the mistake. After I complained to them about the experience they told me they need another 3-5 days to see if they can resolve so still not offering me my refund. Not to mention the whole experience on the cruise was terrible. When I first arrived to board they had checked in another person with the same first name under my information even though they had a different last name. It was a whole security issue for them to fix before letting board. The staff during dining the first night was terribly rude and the food kept coming out cold. Terrible disappointed with this cruise-line. Ive sailed on many others with Norwegian, Virgin, even Carnival and this has by far been the worst.
Business Response
Date: 03/31/2025
Subject: *****

Case: ******** Booking #******

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
Initial Complaint
Date:03/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Food poisoning salmonella coverup My uncle founded Royal Caribbean
Business Response
Date: 03/30/2025
Subject: *******

Case: 23111144

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 Mr. ******** however,the information provided is not enough to locate his 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
Date:03/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booking Details:Cruise Booking: Paid in full on February 25, 2025 $1,451.71 Insurance: Paid in full on February 25, 2025 $137.50 Airfare (via Air2Sea): Paid in full on February 26, 2025 $993.21 Cruise Ship: Allure of the Seas | Sailing Date: April 27, 2025 Air2Sea Booking: WDMKTL | American Airlines Confirmation: WAZJTO Cruise Booking Confirmation: ******* Despite my payments being processed and confirmed, I recently received a cancellation notice from American Airlines. Upon checking my AA app, I saw that my flight had been canceled, with a refund issue.I then contacted Royal Caribbean customer service, only to be told they could not assist because I booked through a third party. This is completely unacceptable. I then called CruisesOnly again and had an agent, Jazz, conference me into a call with Royal Caribbean. We were first told that my flight was canceled due to unpaid airfare. Then, when transferred to Air2Sea, the situation worsened.Outrageous Behavior by Air2Sea ******************************** from Air2Sea showed zero willingness to assist, continuously rebutting everything we said rather than offering any solution. His condescending attitude and dismissive responses were unacceptable.He outright refused to escalate the issue to a supervisor despite our repeated requests, dragging the conversation for over ten minutes.When we were finally connected to Deny (spelling uncertain), he was equally unhelpful, robotically repeating the false claim that my airfare was canceled due to non-paymenteven after I stated I had proof of the charge.When I directly stated that I could see the charge in my bank account, he insultingly told me to "call my bank." The call was abruptly disconnected, and we were sent to an automated survey. This was clearly an intentional attempt to avoid responsibility.
Business Response
Date: 03/28/2025
Subject: Hernandez
Case: ******** Booking 1762891

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 Mr. ********* 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
Initial Complaint
Date:03/21/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
1). Took a cruise ****** of the seas Jan 2-6 2025 2). took official pictures on board and paid for a package. Was told I can download on board. I couldnt with the wifi that I paid 3). was then told Ill receive an email link when off the trip 4). waited and didnt get a link 5). called 3 times and still didnt get a link 6). after 2 weeks of calling and not getting a link, asked for a refund 7). they refuse to give refund 8). after calling several times again, they said I didnt choose the photo. But without a link, how could I choose a photo. Also why did they not tell me during the many calls I had before finally asking for refund?9). only after I asked for a refund multiple times they finally sent me a link (to low resolution pdf file) in February, at which time I felt very disappointed and dont want the pictures anymore but just the refund. So I refuse to receive the pictures and just want a refund and an apology. 10). they still refuse to refund as of today- March 21.
Business Response
Date: 03/27/2025
Subject: XU

Case: ******** Booking #*******

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 Mr. ** 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 Answer
Date: 03/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me.

I wish the business can learn from this. Their performance and the mistake cost too much time and negative emotion to me.
Sincerely,

****** **
Initial Complaint
Date:03/19/2025
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.
3/15/25 Booked a cruise for 4 with Royal Carribean for two adults and two children. One adult had an emergency and was unable to attend. This occurred 3/14/25, day before cruise and I was unable to cancel drink package. Was told this would be refunded as soon as the adult did not check-in. This was purchased partially with onboard credits and guest services reported that these would be refunded once off cruise, basically losing several hundred in credits.
Business Response
Date: 03/21/2025
Subject: *******
Case: ********

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 Ms. ******** 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
Date:03/19/2025
Type:Delivery 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.
We are Diamond Plus members and sailed on the ******* of the Seas leaving ********* ** on the 12th of January. We never received our Chef Welcome gift not our free clothes wash and fold. We complained to **** and they said we received everything, we did not.
Business Response
Date: 03/24/2025
Subject: Schavrien

Case: ******** Booking # *******

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 Mr. ********* 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 Answer
Date: 03/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *********
Initial Complaint
Date:03/19/2025
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.
It was dinner on the last evening of our cruise. November 15th 2024.Cost for the dinner was $100 per person. With taxes total should be $118. They charged my card twice for some reason. I had one dinner. I don't understand why i have to pay for someone else. they charged my account $235.98 instead of $118. When i called them right away they promised to credit my account for $118. But its more then 3 month passed and i still waiting for that credit.
Business Response
Date: 03/26/2025
Subject: Ryabin
Case ******** Booking #******

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

We have attempted to contact Ms. ****** using the provided phone number, ************** and have also sent an email to the guest; however, we have not received a response.

In the meantime, I have expedited the refund process with our accounting department to ensure that the amount of $118.00 is processed back to the credit card ending in 2142. We sincerely apologize for any inconvenience this situation may have caused.

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
Date:03/16/2025
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.
I booked a cruise in November for Royal Caribbean Symphony of the Seas sail date 4/20/25-4/27/25. The cruise line just changed 2 ports on the itinerary to stop in ***** & the ******************, both ports are a travel level 4 (DO NOT TRAVEL). When I booked the trip the 2 ports were St ********************** ************************** were not listed at all as possible ports for any of the ships offered. If they were, and it was a possibility our ports would be changed to then I would not have booked this cruise. I called customer service and ********************************************* was going to switch ships for us, but when they sound out were booked through Priceline said that Priceline would need to change it for us. Priceline called and royal Caribbean refused to switch ships. I spoke to royal Caribbean agent ***** #***** and she said they can do whatever they want when it comes to the ports and she will not change ships for us, she said all she would maybe do is give us arcade credits. This is a total bait and switch, we are not comfortable going into a war zone and having to stay on the ship the entire time. We asked to change ships to the Icon of the seas that is sailing 4/19/25. The previous royal Caribbean agent was going to switch ships for us and put us in category D1 staterooms ***** & *****. We cannot change sail dates entirely because we have non refundable airfare and hotels rooms already booked along with vacation time already put aside.
Business Response
Date: 03/21/2025
Subject: Response to Case ******** Booking #*******

Thank you for forwarding the complaint filed with your agency. We appreciate the opportunity to respond to Ms. ********** concerns regarding her booking.

We understand that itinerary changes can be disappointing for our guests. However, there are instances where these changes are unavoidable, and our brochures and cruise ticket contracts clearly state that we may need to alter a ships itinerary for various reasons. For additional information regarding missed ports and itinerary changes, please refer to the following link: [Royal Caribbean Itinerary Changes] (*************************************************************************************************).

Regrettably, we cannot offer compensation due to this change. Should guests choose to cancel their booking, it will be subject to the standard cancellation penalties agreed upon at the time of reservation. Therefore, we must respectfully decline Ms. ********* request for a change of date or any refund for the cancellation penalties applied to her reservation.

We are also aware of the recent travel advisory for *****. The safety and security of our guests is our top priority. In *******, we implement our own security measures and controlled access, allowing only Royal Caribbean employees and guests to enter the area. The civil unrest occurring in **************, located 128 miles south of our private destination, *******, does not pose an immediate threat to our guests. The journey from ************** to ******* would take over six and a half hours under less-than-ideal road conditions. We are continuously monitoring the situation closely in collaboration with local authorities and our security team. Should there be any changes regarding our visits to *******, we will promptly inform any impacted guests and travel agents.

We must adhere to our policies out of fairness to all guests in similar situations. Consequently, we are unable to offer individual exceptions, compensation, or changes to bookings.
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 Answer
Date: 03/21/2025

Complaint: 23073472

I am rejecting this response because: the policy to change ports is supposed to be for the safety of the passengers, not to benefit the cruise line. Sailing to 2 ports that are level 4 do not travel is something we would have never booked, now we are stuck on the ship and unable to do excursions and explore the islands like originally planned. This will be our first and last time sailing with this company. We will be contacting the news outlets and the ***************************. We feel this was a bait and switch and the company refuses to tell why the ports were changed. It's very disappointing that the company refuses to offer any compensation at all and do not care about the safety or feelings of their passengers.

Sincerely,

***** ********
Business Response
Date: 03/24/2025
Subject: ******** **# *******
Case: 23073472

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

The reason why the itinerary was changed is for the safety and well-being of our guests. The change from ************, *********** is because the actual berthing pier was damaged. The repairs are well under way and are scheduled to be completed any time now. However, we cannot schedule the ships to land there until all the inspections are complete, and the pier is deemed safe to debark our guests. This is now on a week-to-week basis as again; the repairs are expected to be complete anytime now.

We regret that the reasons for the itinerary changes were not communicated clearly and comprehensively. Ensuring that our guests are well-informed about such changes is essential. We are committed to improving our communication practices with additional training to prevent similar issues in the future.

Once again, we do have to follow policy out of fairness to all impacted guests with the same situation. Therefore, we are unable to offer individual exceptions.

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 Answer
Date: 03/24/2025

Complaint: 23073472

I am rejecting this response because:
I understand if you cannot accommodate switching ships. But when contacting Royal Caribbean they apologized for the inconvenience by offering onboard credits, once they found out we purchased through Priceline they said we needed to have Priceline reach out for us. When Priceline reached out royal Caribbean refused to do anything. It's not fair that royal Caribbean would only give onboard credits if we went through them directly while purchasing. We have gone on multiple royal Caribbean cruises and never treated like this. **************** is not a priority at all. To offer credits then say no never mind is not what would be expected of a reputable company. I am no longer wasting my time this matter, I want my kids to have a good vacation and this has put a huge damper on that as of now. We do not feel safe visiting two ports that are travel 4 (DO NOT TRAVEL) zones so we will be staying on the ship.
Sincerely,

***** ********
Initial Complaint
Date:03/16/2025
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 cruised on Royal Caribbeans Serenade of the Seas 2/28/25-3/9/25. My wife, my younger son and myself stayed in room *********************************************** 8036. When we entered our room it smelled of urine and was musty. My older sons partner became ill and when I inspected his room I immediately started itching and felt nauseous. My younger son got a head ache after a few minutes in the room. Eventually symptoms spread among our party included sinus inflammation, red eye, headache, dry heaves, vomiting and loss of appetite.I took many pictures of black mold on the vent grates and mold and layers of dust inside the vents and reported this to the front desk. My older sons partner was so ill she went for medical assistance and was diagnosed with vertigo. She had to ask the Panama Canal locks and city excursion to turn around. The remediation offered was to vacuum the vents which we insisted was not satisfactory. We insisted on spraying them with disinfectant. With countless staff and supervisors involved the vents were finally cleaned after far too long a delay but by this time the mold was everywhere and when we returned home we had to wash and disinfect our clothes and bags. The fellow who vacuumed 8036 which had black mold on the grates and mold spores all over the intake did not wear a mask which is unconscionable. The front desk manager offered a $300 per room credit or 35% off the next cruise and said of course nothing could compensate us for our health but we were refused a credit for the doctor visit. We declined and were told the executive offices would contact us. This did not happen despite calling corporate and e-mails 2x as instructed and again we were told we would be called. Additionally the major entertainment was cancelled due to technical difficulties, silverware had food residue on it and the food was disappointing. Lastly the filters in the moldy vents were not replaced. Unbelievable.
Business Response
Date: 03/21/2025
Subject:***********

Case:23072262#Booking ******* & 4346745

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 Mr. *********** 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
Initial Complaint
Date:03/14/2025
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.
I had booked a cruise that was to take place from April 20 - April 27 and purchased the insurance that I was advised to do to protect myself from any mishaps only to find out that I am not entitled a refund because they chose to switch our ports to two very different ones than what was originally booked for. These ports are listed as a Level 4 and deemed unsafe by the *********************** and advised that no travel should taken to these locations. We chose to cancel due to safety concerns and after filing claims as we were advised to do but only to have them declined and now we are out the monies. There was no mention by the travel agent about if we cancelled that it had to be only if it was a death, called to jury duty, military deployment or unforeseen medical reason. What was the reasoning for the insurance, I believe we were scammed and dupped into purchasing something that doesn't protect you.
Business Response
Date: 03/20/2025
Subject: Response to Case ******** Booking 2959461

Thank you for forwarding the complaint filed with your agency. We appreciate the opportunity to address Ms. ******** concerns regarding her cancellation.

We sincerely regret that this situation remains unresolved for Ms. ******* however, after a thorough review, we must uphold our original decision. We believe we have adequately addressed all concerns outlined in your correspondence and consider this matter resolved.

Our records indicate that future cruise certificates were approved through the travel protection insurance provided by a third-party vendor. These certificates offer guests the opportunity to sail with us in the future. For detailed coverage information regarding travel insurance, please visit the following link: [Travel Insurance Coverage] (***********************************************************************). Please note that this vendor has complete control over their decisions, and we cannot intervene in their processes. Unfortunately, discussions regarding travel insurance cannot be altered, and we apologize for any inconvenience this may cause.

We understand that itinerary changes can be disappointing for our guests. Unfortunately, there are instances when changes are unavoidable, and our brochures and cruise ticket contracts clearly state that we may alter a ships itinerary for various reasons. For further details about missed ports and itinerary changes, please refer to the following link: [Royal Caribbean Itinerary Changes] (*************************************************************************************************).

Regarding our recent travel advisory for *****, please be assured that the safety and security of our guests are our top priorities. At *******, we enforce our own security measures and controlled access, allowing only Royal Caribbean employees and guests to enter. The civil unrest occurring in **************, located 128 miles south of our private destination, *******, does not pose an immediate threat to our guests. The journey from ************** to ******* would take over six and a half hours under less-than-ideal road conditions. We continue to closely monitor the situation in coordination with local authorities and our security team. Should there be any changes regarding our visits to *******, we will promptly inform any impacted guests and travel agents.

We are very sorry to learn about Ms. ******** circumstances and sincerely hope that she will give us the opportunity to welcome her aboard in the future.

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

Royal Guest Experience Management

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