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.

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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:01/26/2024
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.
#reservation ******* I called and cancelled a reservation Jan 23rd 2023. The person I was traveling with daughter was diagnosed with cancer. Royal caribbean has done everything to avoid providing me with a credit. The agent didnt properly notate the account and so when I called to see about my credit they kept pushing me towards insurance then when I kept referring to their policy royal Caribbean policy for the cancellation time that should be adhered. Whether a person has insurance or not the cancellation policy that royal caribbean places on their invoices should be followed because it is when its in their favor. The supervisor did not want to help me & said the agent didnt notate the cancel but if you see I called and never called back thats proof that I thought it was handled!!! Who just lets $900 go your agent didnt notate it correctly so when I call a year later trying to transfer my credit to a relative you want to tell me theres nothing you can do?!?!?!!!!!!! Train your staff better. Its unfair to have practices but not have safe guards. I not only called but I wrote in on the website on how cruel it was that you wouldnt refund and why we needed to cancel and never received a response!!! This is unacceptable!!! Her daughter was diagnosed with cancer. Who would just give up $900 willingly. We just could not go and it wasnt enough time to transfer a 17 day cruise to someone else. You should adhere to YOUR policy just as you would want someone else.
Business Response
Date: 02/05/2024
Subject: ***********************
Case: ******** BK# *******
Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.

While we empathize with the inconvenience it may cause, our records indicate you had booked your cruise under a "Non-Refundable Deposit" promotion, therefore we must respectfully decline any request for a refund or a credit on your deposit. Nevertheless, we truly apologize if our decision causes any disappointment.

We have thoroughly reviewed this case and show the guest called on January 23, 2023, to inquire of cancellation policy. The guest stated she would contact us at a later date to cancel the booking. Our records indicate the booking was cancelled due to no payment for final payment. To remain fair to all of our guests, we are not able to offer any exceptions for refunds or credits for guests that booked a non-refundable deposit. Therefore, we cannot honor the party's request.

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: 02/10/2024

Complaint: 21205869

I am rejecting this response because: I spoke with several reps ***** they were unable to pull the call. I not only called in but I also emailed in from your website. I told the agent I wanted to cancel whether they notated it or not should not be my fault. Why would I call to cancel and never call back thats not logical because I thought it was in fact cancelled as it should have been. Being that you cant even verify the call to ensure the notes were taken properly is indication that you dont care about your consumers and your policies. *** called numerous times and was always told I would get a call back and did not. Your staffing and the customer service is thee worst Ive experienced. I paid for Royal because I was always told you guys were better than other cruise lines but if this is the Guest experience you have to offer I would have been better off saving money elsewhere.

Sincerely,

***********************
Business Response
Date: 02/20/2024
Subject: ***********************
Case:21205869
Booking:9136698

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

We are sorry that this situation remains a concern to ***********. However, our decision will not be amended. We have thoroughly addressed all the guest 's concerns and consider this matter resolved. We found no evidence of the guest claim. We are sorry that this experience has tainted the guest impression of our company and for any disappointment this final response may bring.
Our records indicate ************ is booked under our Non-Refundable Deposit Program. These deposits are non-refundable and a change fee of $100 USD per guest will apply for ship or sail date changes. The balance due must be paid in full by the final payment due date of 01/29/2023 to prevent the booking from cancelling. Balance and payments may not reflect transactions made within the past 48 hours. If not already done so, I suggest she file a claim with her Travel Protection Provider.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

*******************************
Guest Experience Management
Initial Complaint
Date:01/24/2024
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.
Hello, I booked a cruise on June 26, 2023 for my families first ever cruise. I paid the deposit and the trip was confirmed by the business. Royal Caribbean sends multiple spam emails every day to my email. Last week, I noticed a $400 deposit into my account so I called *********************************************. I was told that my cruise trip was cancelled because that cruise is now a chartered cruise. I was devastated because my kids were so excited for their first cruise and I booked far in advance to get a good price. I was told that I was sent an email asking me to pick a new sail date. The email was non-******** and looked like spam so it was not opened until I was on the phone that day which means we missed the deadline. If you are canceling a vacation, it would be nice to follow up with more than one email and hopefully a call or text. I am shocked only one email was sent for something so meaningful to people. We already went and got passports for our daughters. The prices has gone up significantly and now we cannot afford to book a new trip. The rep on the phone told me that I should be happy they gave me back my $400 deposit for a trip they canceled. I would like the option to pick a new sail date at the same price, room and ship which was mentioned in the unopened email. I would like either April 5th or May 3rd. This trip means so much to us. I appreciate anything you can do! ********, *****, **** and ******
Business Response
Date: 02/05/2024
Subject: *****************************
Case:21194542 BK# *******

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

While we can appreciate Mrs.************************ ****** feedback on the matter, the fact remains that notifications were sent regarding the itinerary modification and the compensation details. We understand this is disappointing to the guest however,we must remain fair to all guests that *** encounter the same situation. I have enclosed a copy of the letter send to all guest for your review. As such, out of fairness to all guests, we cannot make individual exceptions.

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

Sincerely,

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

Customer Answer
Date: 02/05/2024

Complaint: 21194542

I am rejecting this response because: there was not sufficient effort made to contact customers. One generic email is not appropriate for the impact to the customer. I will change to another ********************** line but I am rejecting this because I know this must happen to so many families. Ruining memories and moments with loved ones is unethical. I am hoping my efforts will help some families in the future. Royal Caribbean has our cell phone numbers - a text or recorded phone message is simple to do and will make so many more people aware of changes and therefore able to have a vacation with their loved ones. I am not asking for unfair treatment; I am asking that Royal Caribbean treats their customers like customers.

*******************************************************
Business Response
Date: 02/12/2024
Subject: *****************************
Case:21194542 BK# *******

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

While we can appreciate Mrs. ******* candid feedback on the matter, we can assure you that the comments shared by the guest are valuable and essential to our ongoing improvement efforts. As a valued guest, her perspective is extremely important and helps greatly as a method of measuring our performance. A copy of this report has been forwarded to the appropriate management personnel in order that they may be aware of the guest observations, and corrective action may be taken as needed.

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

Guest Experience Management
******************************************;
Initial Complaint
Date:01/24/2024
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 with ** (Royal Caribbean) on the Wonder of the Seas to sail April 28, ****. I paid $1300.00. I suffer with Lupus and will need to have an unexpected procedure done which prevents me from being able to travel. I have already purchased passports and clothes for the trip. However I had to cancel. On January 2, **** I called and cancelled the trip, the ** employee advised that the cancellation was processed and that I would receive the funds within 14 business days. I called back on 1/12/24 only for the ** employee to say the refund wasnt processed just in case you wanted to change your mind and use the funds for a different cruise. Like what??? I advised him that I wanted the refund processed immediately. I called on several times afterwards and was advised that the funds were released. At this point the 14 business days have passed. Today I received $400 in totalI contact Royal Caribbean to be told that they dont know what happened and why the funds werent released but the system shows it was finally requested 1/22/24. I still havent received my funds and this has cause a hardship.
Business Response
Date: 02/05/2024
Subject: *****************************
Case: 21192947
Booking: 9278066

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
I am sorry to learn ************** have not received the refund she expected. Due to company policy, we are unable to discuss financials on the booking. Please advise ************** to reach out to the Group Leader for refund status.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

*******************************
Guest Experience Management
Initial Complaint
Date:01/23/2024
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.
In late June of 2023 me and my mother pre-paid royal Caribbean for hotel stays with are cruise. the pre- hotel for 1 night in (*******) was $457.25 and post -hotel for 3 night in (*********) was $1208. when we were checking out of both hotel the person at the front desk said that the card given at check inn would be use because it did not show that we per paid. i email my travel agent about this and she email back saying we will contact royal Caribbean when i return. Since then we have email royal Caribbean back and fourth with proof of prepayment and proof of the second charge at the hotels. my mother, the travel agent and i have talked and email every person the royal Caribbean representative has told use to talk but but nothing has been done. are trip number is *********** ( sep 28 - oct 9).
Business Response
Date: 01/31/2024
Subject: ***********************************
Case: 21188239
Booking: 8069725

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
It is unfortunate the guests were incorrectly charged for their hotel. Based on our records, it was not purchased through us.Due to the contract, we have with the ************** we are unable to discuss financials on the reservation. Please advise ********************** to reach out to her travel agent regarding the charge. Unfortunately, we must respectfully deny her request.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

*******************************
Guest Experience Management
Initial Complaint
Date:01/23/2024
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.
I signed up for the Royal ********* **** Card through **** of America. It said to spend $1000.00 within first ninety days to receive a $300.00 on board credit. I spent the $1000.00 as required to get my credit. Unbeknown to me I am being told you have to request the credit prior to travel. I have called **** of America and their loyalty program and keep getting told there is nothing that can be done now that the trip is completed. I would like to get the credit of $300.00 that I earned since I spent over $8000.00 for this cruise. The $300.00 on board credit apparently was (as told to me) in the fine print that I had to request prior to travel. I find this to be really lacking in advertisement because I never would have got the card in this case. I hope that Royal ********* can see what the issue at hand is and make an attempt to make it right. I would even execpt a partial credit back to my card as a good will gesture.
Business Response
Date: 01/31/2024
Subject: ***************************
Case: ******** BK# *******
Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.

Were sorry to learn that the guest is dissatisfied with our MyCruise Rewards redemption policy.

Due to terms and policy in order to redeem the guest points it must be done prior to the sailing. We are sorry that this situation remains a concern to the guest. However, our decision will not be amended. Out of fairness to all impacted guests, we are unable to offer individual exceptions and must respectfully decline the monetary refund request.

We have thoroughly addressed all of your concerns in our correspondence and consider this matter resolved.
Sincerely,

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

Customer Answer
Date: 01/31/2024

Complaint: 21187537

I am rejecting this response because it was misleading in all aspects of the transaction.

Sincerely,

***************************
Business Response
Date: 02/05/2024
Subject: ***************************

Case: ******** BK# *******

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

We are sorry that this situation remains a concern to the guest. However, our decision will not be amended.

Were sorry to learn that the guest is dissatisfied with our MyCruise Rewards redemption policy. We have extensively reviewed this matter for ****************, and we find that no service failure has occurred.

Please see website in order to redeem points: **********************************************************************************************************************.
For this reason, we must respectfully decline the guest request.

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

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

Customer Answer
Date: 02/05/2024

Complaint: 21187537

I am rejecting this response because: I believe compensation could be extended but it appears they are not going to offer any.

Sincerely,

***************************
Initial Complaint
Date:01/23/2024
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 22 Jan ****, I called to pay the remaining balance of a Royal Carribean ocean cruise. I was told my reservation was cancelled because I did not pay the full amount by 9 Jan. I was also told to call the next day at ****. Which I did.I received no email saying that a cancellation was impending. I did receive emails with *** version of the receipt (attached). These emails did not contain a due date in the email title or main body. The *** attachment had the due date imbedded in the receipt. I also used the company's app and did not receive any notifications of an impending cancellation.In January I was experiencing a medical issue which I prioritized and did not open the email attachments. I just read the email title and body. Had the email title or main body or even cruise app notified me of the due date I would have paid on-time.When I contacted Royal Caribbean on 23 Jan, I told them I was willing to pay for the room in full and explained to them I was dealing with a medical issue that prevented me from picking up on the details within the ***. The agent said they sold the room I was previously assigned. The company then wanted to charge me $1700 more for a lower tier room (non-balcony). I asked the agent, and he said no balcony rooms were available. I took a screenshot showing pricing and availability of the balcony room on that cruise (attached). I then asked for a refund of my deposit, and they said the deposit was non-refundable. I explained to the company agent that I was a 20+ year military veteran and if they could please reconsider refunding me the deposit since I made over $1500+ worth of airline and hotel reservations for this trip. He said he would not refund any amount.There was no email sent notifying me of an impending reservation cancellation. The lack of due date notification in the email title/main body as well as the app is questionable in my opinion. I was distracted with prioritizing a medical issue and did not see the due date in the *** attachment. I do not consider this clear notification of a cancelation. This most troubling part however is the company exploiting the sunk cost of airline tickets/hotel reservation and price gouging a lower tier room. This is completely unethical behavior on the part of Royal Carribean especially considering the sold the room I had reserved.
Business Response
Date: 02/02/2024
Subject: *************************
Case: 21186715
Booking: 8890199

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are very sorry ****************** disappointment. It is never our intension to make our guests feel like they are not being treated fairly or receiving the highest level of service. Our records indicate he booked under our Non-Refundable Deposit Program.These deposits are non-refundable and a change fee of $100.00 per guest will apply for ship or sail date changes. The balance due must be paid in full by the final payment due date of January 09, ****, to prevent the booking from cancelling which is listed on his Booking Invoice.
On 01/23/24 we offered to reinstate his reservation under a different category at prevail rate, but he refused that option. Unfortunately,we must respectfully deny his request. If not already done so, I suggest he file a claim with his Travel Protection Provider.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

*******************************
Guest Experience Management
Initial Complaint
Date:01/22/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Symphony Of The Seas / 10-Dec-2023 / ******* / 3-66776755137 / ******* Hi Team,I travelled in the cruise Symphony of the Seas from10-16th Dec.One of the corners of my hard case luggage was damaged. I have already sent a photograph of the luggage and the bill from where I purchased. I had filed a complaint but the team says I had to report this at the port and they cannot pay me the claim amount. Unfortunately I did not check the luggage at the port. Upon my return I noticed it and informed the team. It will be great if you are able to compensate the full amount which is $69.99 which is not a big amount. I have spent almost $4000 + for my cruise and expect at least this courtesy from Royal Caribbean,Crown and Anchor Society # *********
Business Response
Date: 01/30/2024
Subject: ***************************
Case: ********* BK# *******

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,

******************************************
Guest Experience Management
Customer Answer
Date: 01/31/2024

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. Royal Caribbean has contacted me and offered a refund. Thanks for your help and follow up.

Sincerely,

***************************
Initial Complaint
Date:01/21/2024
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 January 21st, 2023. I attempted to put a hold on a cruise. I have documentation that I have attached that shows the courtesy hold, no payment information was entered. This was to confirm with my husband in a 24 hours period if this was the cruise we wanted to book. I have Future cruise credits in the system but no where when booking under the courtesy hold stated if your cruise credits were inputted it would automatically apply them and book your cruise which to me is very unethical and I'm pretty sure should be in the terms and conditions of the website. After 15 minutes I received an email congratulating me on booking my cruise with Royal Caribbean. I called customer service to explain what happened and they pretty much told me I was lying, I did book it and there was nothing they can do. I find it extremely unprofessional for the manager ***** to tell me well you booked this cruise, we can see you did, Attached is the email showing I did a courtesy hold. She also told me I would have to wait 40+ days for my credit to be emailed to me which is not fair to me. I not only want my $400 in credits applied back to me but I also want a credit for the hours I spent on the phone explaining to people your company booked this cruise without my consent, I did not agree to it. I also want the feedback department to be aware nowhere in the terms and conditions or when entering FCC's if you place a cruise on hold it will automatically book your cruise. this is unprofessional and extremely inconvenient. We are military, If this is how your going to treat someone who served 20 years for this country I want my $600 total Cruise credit applied back to my original debit card from cruise the first cruise we ever booked in 2020 when covid hit and it was cancelled. If I have to send this to my lawyer to investigate I wonder how many other people this has been done to.
Business Response
Date: 01/30/2024
Subject: *******************************
Case: ******** BK#s ******* and ******* 4811656

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

Our records indicate that ******************** contacted our *************************************** and he was advised that his certificates in the amount of $100.00 per person for a total of $600.00 USD.He was advised to allow 30 to 45 days to reissue the certificates and mail to him.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

******************************************
Guest Experience Management
Customer Answer
Date: 01/31/2024

Complaint: 21177897

I am rejecting this response because: we are trying to book another cruise and having to wait 45 days is insane when we didnt book this one. Your system automatically took my cruise credits and confirmed the cruise without my knowledge. I dont think you understand. I attached evidence showing I put this cruise on hold for 24 hours not booked it. Your system booked it. Thats not ethical

Sincerely,

*******************************
Business Response
Date: 02/06/2024
Subject: *******************************
Case:21177897
Booking:4811656 ******* 1434135
Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.
We are very sorry for Ms. ********* disappointment. We provide approximate time frames to avoid false expectations. In review, two Future Cruise Certificates were reissued on 03/03/22. We have reached out to her via email and provided all Future Cruise Certificate information.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

*******************************
Guest Experience Management
Initial Complaint
Date:01/21/2024
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 wife and I plan to have our 50th wedding anniversary celebration on a 4 day cruise to ***********. We are taking our family with us to celebrate. There will be 7 of us. Myself, wife, our son and his wife and his 3 children, ages 13, 11 and 10. We chose Royal Caribbean because we had sailed with them before and Royal Caribbean is offering a children sail free promotion. We made the reservation with Royal Caribbean directly with the help of their employee Dieago (forgive me if I have spelled this wrong). Royal Caribbean did not have a 5 person room for us, so Dieago booked my son's family into two rooms. We thought ****** was very helpful to try and arrange our cruise and address our issues. ****** thought the booking he arranged was the best solution to our situation. We didn't like it very much busting up the son's family but ****** got the second room just across the hall from the parents. It was Royal Caribbean's solution to work the rooms this way. We specifically asked if we would receive the kids sail free promotion. ****** promised that the two youngest kids would sail free. The issue is for some reason, when the receipt arrived in email, there was only one child sailing free. The 11 year old was charged a regular fare. I immediately called Royal Caribbean to correct this. In total I have called three separate occasions and spoken with three customer service reps about this and it has not been resolved. On my second call I asked for a supervisor to call me to discuss this. I never received a call back. My wife made the third call and after getting no resolution, the customer rep said "that's the way it is" and abruptly hung up the phone. We were shocked at the treatment. We have three rooms booked under three numbers. *******, *******, ******* on the Liberty of the seas April 22, ****. We simply want what was promised in the promotion, that the two youngest children sail free.
Business Response
Date: 01/30/2024
Subject: ***********************
Case: 21175639
Booking: ******* ******* 3855146

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are very sorry for ****************** disappointment regarding the Kids Sail Free Promotion. This promotion is limited systematically to triple, quad and family occupancy bookings, the pricing wont show up unless there is a guest 12 or younger in the same reservation with at least two other guests. We must respectfully deny his request.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

*******************************
Guest Experience Management
Customer Answer
Date: 01/31/2024

Complaint: 21175639

I am rejecting this response because: The person who sold ** the cruise specifically said that we would receive the children sail free discount. It was the critical factor in ** buying the cruise. This person who booked the cruise works for Royal Caribbean and should know how to make such a booking. This sales person structured the booking, not I. We have a family with two adults and three children, two of the children are under 12 yrs. We trusted the Royal Caribbean employee to book this correctly and feel that Royal Caribbean should honor the discount.

Sincerely,

***********************
Business Response
Date: 02/05/2024
Subject: ***********************
Case: ******** BK# *******, *******, 3855146
Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.

We are sorry that this situation remains a concern to the guest. However, our decision will not be amended. This promotion is limited systematically to triple, quad and family occupancy bookings, the pricing wont show up unless there is a guest 12 or younger in the same reservation with at least two other guests. We must respectfully deny his request.

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

*********************************
Royal Guest Experience Management
Customer Answer
Date: 02/05/2024

Complaint: 21175639

I am rejecting this response because: I have already explained my position. We have been misled by Royal Caribbean in regards to the kids sail free promotion. They misrepresented themselves when their employee booked our cruise and assured us we qualified for the promotion.

Sincerely,

***********************
Initial Complaint
Date:01/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm a travel booking agent with access to Royal Caribbean. I had a guest request to change ships and ***************************, Reservations Resolutions Specialist, made this change. She quoted the total increase should be $3,935 for both rooms together. They actually charged $6,685. I spoke to multiple agents and they will do nothing other than offer a $300 on board credit. I have multiple emails and recorded phone call where their agent quoted the price and then committed to make the change. This is a total scam and now I'm stuck paying $2,750 more.Royal Caribbean is committing fraud and they know it. They are trying to cover it up with excuses that rates change. It's simple, their representative quoted price on recorded call, confirmed on email the change but never said the price is double. I escalated the issue and again that representative made claims and lied to me. Saying she would call back in 30 to 45 minutes. 3 days later and 6 phone calls placed by me she finally called me back.My request was very simple and doable for them. Just honor the quoted price. They refused after I had to call them 11 times to even get an answer. This is not the way to do business.Bookings #: *******, *******
Business Response
Date: 01/29/2024
Subject: ***********************
Case:21172228
Booking: ******* 3962542

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We apologize for any disappointment **************** has regarding our pricing policy and his experience during his telephone conversation. It is never our intension to make our guests feel like they are not being treated fairly or receiving the highest level of service. Prices and offers are subject to availability and change without notice, capacity controlled, and may be withdrawn at any time. Please refer to www.RoyalCaribbean.com for complete terms and conditions.
Royal Caribbean International reserves the right to correct any errors, inaccuracies, or omissions and to change or update fares, fees, and surcharges at any time without prior notice. *************** has accepted $300.00 Onboard Credit for both reservations. We feel we have provided an amicable resolution.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

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

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