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

1,486 total complaints in the last 3 years.
433 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:11/29/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/28, I recieved an email with a sales price, I immediatly went online to book a cruise. I couldn't not claim the cruise price listed in the email stating "Kids Sale Free". Today 11/29, I called to get help getting the advertised pricing from the email and was told (after being on hold over 30 minutes) that all prices are subjected to the T&C's and can change as they feel fit. I want RC to honor the email that was just sent to me.
Business Response
Date: 12/06/2023
Subject:*****************************
Case:20935965
Booking: No booking found

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
I apologize for any disappointment ****************** has regarding our pricing policy and his experience during his telephone conversation. In review of his profile and Wonder of the Seas March 17, ****, sailing, there is no reservation booked for *******************
Prices and offers are subject to availability and change without notice, capacity controlled, and may be withdrawn at any time.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. Unfortunately, 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: 12/06/2023

Complaint: 20935965

I am rejecting this response because:
Royal Caribbean will send a sales email and not honor the sale. When I called regarding this matter, they took 38 minutes on a call to advise that they can change prices as they wish per their T&C's. However, the very next day, I get the same sale that they refuse to honor in an email again. These emails scams are deceptive and extremely unprofessional.
I am unable to book travel using their sales agreements that they will not honor. If you send multiple emails stating kids sale free, than they should honor it.
Sincerely,

*****************************
Business Response
Date: 12/12/2023
Case: 20935965
Booking: No booking found

Thank you for forwarding a copy of the 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. 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.

We have thoroughly addressed all of your concerns and consider this matter resolved. We are sorry that this experience has tainted your impression of our company and for any disappointment this final response may bring.

Sincerely,

*********************************
Royal Guest Experience Management
Initial Complaint
Date:11/29/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a cruise to take my daughter on in February and paid the deposit. She is not in a medical treatment program and we are unable to sail on the original booked date. We got a doctors note from her treatment provider stating she is unable to medically travel 2/2024 and submitted it to Royal Caribbean for a refund of our deposit so we can rebook once she is discharged from medical treatment. She may require treatment for up to 1.5 years in which time we will NOT be able to safely travel.
Business Response
Date: 12/06/2023
Subject:*********************
Case:20934895
Booking:5628375

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
It is unfortunate ************, and his daughter are unable to sail due to her medical emergency, I wish her well. 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 they are 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. On 11/29/23, we offered to change the sail date and waive the fee due to final payment was due on 11/27/23. 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

Customer Answer
Date: 12/06/2023

Complaint: 20934895

I am rejecting this response because:
The ONLY option we were given was a sail date March ************************************** a medically supervised program and still not allowed to travel. Clearly I NEVER would have booked this had I know she would be so medically fragile her dr would not allow travel. Royal Caribbean should make this right it is extenuating circumstances verified with a Dr ****** I am not trying to cancel because we just changed our mind.
Sincerely,

*********************
Business Response
Date: 12/13/2023
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
Initial Complaint
Date:11/26/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a cruise prior to the pandemic with the confirmation of *******. At that time, I also opened a **** of America Royal Caribbean card so that I could benefit from receiving ****** my cruise points to be used for on-board credit. You guys redeemed it and applied it towards my sailing but I was not refunded when you all cancelled the cruise due to the start of the global pandemic. I feel like I got cheated out of my credit card sign up bonus through no fault of my own. I am asking that you make me whole by applying the credit to my existing booking number *******. My crown and anchor number is *********.
Business Response
Date: 12/03/2023
Subject: *****************************
Case:20918025 BK# *******

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

Please be advise that if a reservation had a My Cruise Rewards redemption, we were allowing them to move that redemption to a new reservation departing on or before December 31, 2022, or one year from the original sailing date, whichever is later. Unfortunately, the time to honor the redemption has expired.

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: 12/04/2023

Complaint: 20918025

I am rejecting this response because: I have been cheated out of something that Im owed through no fault of my own. I intend to take legal action and contact the media if this matter isnt resolved fairly.

Sincerely,

*****************************
Business Response
Date: 12/08/2023
Subject: *********************,
Case: ******** BK# *******,8383370

Thank you for forwarding a copy of the 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. We have thoroughly addressed all of your concerns and consider this matter resolved.

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: 12/08/2023

Complaint: 20918025

I am rejecting this response because:
They misrepresented benefits of opening a new card. This is unlawful. I will be opening a request with the relevant regulatory bodies.

Sincerely,

*****************************
Initial Complaint
Date:11/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 27 a completed a reservation for a sailing occurring Friday, November 17 for 4 people, two cabins. (****** and *********************************). This reservation was to fulfill my daughters dream to sail on a cruise for her 18 bday.Upon arriving to the port on November 17, there was an issue with my sail pass as it was pulling up other guest and not my information. After 30 minutes of wait, I was informed that my reservation has been cancelled and rudely was scorted out from the port and prompted to call costumer service for further information. When I called, I was informed that the reason to the cancellation was due to a payment issue. This information was false as my bank verified that the funds were sent. I didnt receive any notification of an issue with my booking what so ever. I spent $1200 on flight and $600 hotel not to include Uber cost.Royal neglected their duty to provide accurate and timely information regarding any issues with the reservation or make me aware prior to sailing that such has been cancelled. This also has posed trauma in my family due to this nightmare of experience. *** attempted to call several time with no help from their Rep who are rude and not willing to help.
Business Response
Date: 12/05/2023
Subject: 20914141
Case: ********************************* BK#*******
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our records indicated the guest spoke to our *************************** and was advised to contact her bank/credit card financial institution in reference to the payment/rejection of the transaction.Please understand that we do not have any control over a financial institution procedure,and due to privacy policy, we kindly advise ********************* to please contact her financial institution for further assistance regarding this matter. They are in a better position to address her concerns and expectation.

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: 12/05/2023

Complaint: 20914141

I am rejecting this response because: the funds were approved by a loan payout and confirm to Royal *********. They told I would get a full refund and only received $703 vs the original paid amount of $2239.

This loans has been confirmed that it was process and now I will occur late fee due to Royal ********* negligence. They do not want to take any accountability and continue to create emotional stress and mental destruction.

attached is the prove from the bank and the amount I was refunded from Royal.

Sincerely,

*********************************
Customer Answer
Date: 12/06/2023
See attached
Customer Answer
Date: 12/08/2023
See attached
Business Response
Date: 12/15/2023
Subject: *********************************

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

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond..
We are sorry that this situation remains a concern to the guest. We recommend that this party contact their credit card services directly with these concerns. We apologized for any inconvenience or disappointments.
However, our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved.
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: 12/18/2023

Complaint: 20914141

I am rejecting this response because the merchant havent submitted the full refund. Its been almost a month now.

Sincerely,

*********************************
Initial Complaint
Date:11/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Purchased my cruise package in August! For November. We are a family of five. We booked 2 rooms. The day after booking I called to verify what documents would be needed for all five members. I also called a month before sailing as well. I was told for the four members. I would need drivers license and birthcertificate for the minor just the birthcerticate. The day of departure we ran into a situation where they would not accept my husbands documents due to his birthcertificate, not being established after 2010. Born in ***********! On several occasions, I called Royal Caribbean to re-verify if the documents we were bringing were acceptable none of the times I called did they state that his birth certificate would not be excepted or invalid. They knew when/where we would be boarding and where we were from/born it was asked on our booking reservation. We were all devastated. They treated us as if we were an inconvenience, and no solution was offered. The representative failed to inform us properly. All three times I called no one mention any of this to me. Now they wont help or accommodate in anyway, or giving me a credit or a refund. This is the worst experience. Its a total scam how there representatives misinformation and knowledge lead to this. Also to speak to someone there is impossible, to get any kind of solution. I would like to also mention they kept all of our luggage, that was checked in while they held us at check in, we had to wait till after the ship returned to retrieve our luggage. The way they do things and the order is just unacceptable and their representatives need to inform people properly to eliminate these kinds of errors.
Business Response
Date: 11/30/2023
Subject: ***************************

Case:20907175

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

We are saddened to hear the guest was unable to sail with us. We understand how much our guests look forward to their vacation and we regret having to deny any guest boarding. Additionally, verifying the documentation needed is an important part of the vacation planning process. The travel documentation requirements are government regulations and policies. They are subject to change without notice. It is the sole responsibility of the guest to identify and obtain all required travel documents and have them available when necessary. These appropriate valid travel documents, such as passport, birth certificate, visas, inoculation certificate, are required for boarding and reentry into ***************** and other countries.

If the guest purchase travel insurance they would need to file a claim with their insurance company directly. While we empathize with the guest for any difficulties that they encountered, we must respectfully decline this request for compensation. 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,

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

Customer Answer
Date: 11/30/2023

Complaint: 20907175

I am rejecting this response because: I am not satisfied with the way the company is handling my complaint, as I said before no solution was offered. Blaming ** as the customers primarily for any issues that occurred. I had valid concerns and none of them were address with the responses? No insurance was purchased. As I did not feel the need to purchase insurance were also residents of ***************** didnt think I would be running into a documentation issue. My concern and point isnt getting heard. This was employee error as well although Royal Caribbean is choosing not to acknowledge this. Or have a solution.

Sincerely,

***************************
Business Response
Date: 12/08/2023
Subject: ***************************

Case# ********- Booking # ******, ******

Thank you for forwarding a copy of the 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. We have thoroughly addressed all of your concerns and consider this matter resolved. We are sorry that this experience has tainted your impression of our company and for any disappointment this final response may bring.

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

Sincerely,

*********************************
Royal Guest Experience Management
Customer Answer
Date: 12/11/2023

Complaint: 20907175

I am rejecting this response because:
I genuinely do not feel that this was 100% my error. Youre not even offering me a refund or credit for a future cruise. You basically just stole my money. Had I wouldve known about this company and how they do business I wouldve never ever even booked with them. Now Im just getting the big O run around to get some sort of compensation. The reviews about this company is terrible how you take advantage of people. The worst company ever. I have never had this happen to me.
Sincerely,

***************************
Initial Complaint
Date:11/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a 4-night ******* cruise for four people departing on 11/6/2023 on Liberty of the Seas. Two rooms were booked, one balcony and one interior for two senior guests that we took with us. Reservation numbers were ******* and *******. We were disappointed the minute we showed up at port. The earliest check-in time we were able to get was 3:00 pm. We arrived on time with two seniors who needed wheelchair assistance. As we departed our cab I noticed there were no greeters or assistance with the luggage. We proceeded inside helping our elderly and carrying all the luggage ourselves. Inside there was not a long line however we were told there was only one wheelchair at the moment so we ended up waiting there for an additional wheelchair. When we did get on the ship, still no assistance with suitcases so my husband and I had to carry the luggage for ourselves and for our moms. Luggage would repeatedly get stuck on the rugs in the hallways and this was not a pleasant walk to our cabins. Soon as we arrived at the inside cabin I called to try and get a reservation for late or early dining since none was available online. I was told there was nothing they could do. Finally, on deck, all restaurants were closed. That night we stood online for my time dining with both eledrely for 35 minutes. We were exhausted that night from the journey however our night was interrupted at about 1 am with knocking on the door and phone ringing. When my husband opened the door he was handed an extension cord we never requested. That morning around 7 am we were woken up again to receive lost luggage we never lost. The balcony room had old furniture, and a ripped sofa, and was not so clean. When we complained about these issues we were told we would get contacted back. It took multiple phone calls to get a response. The 25% off future cruise we got had a fine line to only our room even though we paid for Two rooms. Our bad experiences are worth much more than a $200 credit. I can go on however word limit is up!
Business Response
Date: 11/29/2023
Subject: **********************;

Case: ******** Booking # *******, 4154674:

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

We are saddened to hear that the guest did not begin their vacation with a pleasant and smooth boarding process. We regret to learn of the disappointment they experience and apologize for the inconvenience. Our records show we were not made aware that the guest needed wheelchair boarding assistance. Its important that our guest make us aware at time of reservations so we can have smooth boarding process.

Our records indicated that a 25%Future Cruise Certificates were issue onboard as gesture of goodwill due to the inconvenience that the guest experience onboard.

Please know that we empathize the inconveniences that the guest experienced onboard. As a goodwill gesture we would like to offer the guest an Onboard Credit in the amount of $100.00 USD for the cabin for your future sailing with Royal Caribbean International in addition to your Future Cruise Certificates. The offer will remain valid until November 29,2024.

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: 11/30/2023

Complaint: 20896746

I am rejecting this response because:
I appreciate your response to my concerns. I understand that wheelchair boarding assistance needed to be made in advance. I guess that was my mistake, did I also need to request help with my luggage in advance?
Maybe if I received luggage assistance like expected I would have had an easier time helping my elderly guests that I brought on the cruise.
Yes I received the 25% gesture only to find out when it was too late that it will be applied only toward the fare of one state room and one booking. I would like that to be adjusted to both booking IDs that I paid for.
As for the $100 on board credit you are offering, I feel Royal Caribbean do a bit more due to the poor experience we had.
Putting aside the major events of the suitcases, wheelchairs,being woken ** in the middle of the night by crew, being waken ** again early in the morning for lost luggage that was not ours there were other incidents and feed back I did not have room to mention on this website.
Such as: after checking in and finally arriving up on deck there was no open restaurants for people like us who was given a 3pm check in except fast food and pizza.
The sofa in my Suite was ripped and cleanliness in both rooms were below average, I had to clean the dust in my moms room.
On the deck during the cruise, we could not get chairs on any of the days for our elderly in the adult section. Towels are everywhere with no supervision whether they are used or not.
Reservations for dinner needed to be requested several times and were only available after tipping someone.
The first night the line for anytime dining we were stuck with was 35 minutes long.
Coco cay we had the same experience with trying to get shaded seats for the elderly.
To see a show we would need to get there 45 minutes before and that never works out with the dinner schedules unless you eat in a hurry.
There was no acknowledgement for past Royal cruisers like us.
I would appreciate it if you reconsider the $100 on board credit please and adjust the 25% to both reservations that I paid for that I can use for my future cruise. Unfortunately our moms will not be cruising again.
We look forward to a better experience with Royal Caribbean.

Sincerely,

***********************
Business Response
Date: 12/08/2023
Subject: ***********************

Case # ********- Booking #*******, 4154674,

Thank you for forwarding a copy of the 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. We have thoroughly addressed all of your concerns and consider this matter resolved. We are sorry that this experience has tainted your impression of our company and for any disappointment this final response may bring.

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

Sincerely,

*********************************
Royal Guest Experience Management
Customer Answer
Date: 12/14/2023

Complaint: 20896746

I am rejecting this response because:
Ok since you can not help any further please provide information on how I claim the $100.00 on board credit you offered and the 25% off my next booking that was given onboard.
I was told I would receive from Royal something in the mail regarding the future discount however I did not receive any additional information besides the letter I
got onboard the cruise. The letter does not have any further instructions.
Thank you

Sincerely,

***********************
Customer Answer
Date: 12/14/2023
I am not sure why this is closed when all I needed from the business was further information on how to use their resolution ?
I do not have anything from the company to actually use the $100 on board credit and the 25% discount for the future
Please reopen with my request for further instructions
Initial Complaint
Date:11/19/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Terrible cruise.Onshore activities booked up so fast on the app, cruise not set up for this many people.Excursions cancelled, dirty rooms, ports not able to be stopped at, violent seas/sea sickness, muffled captain ************* (hard to have any idea what was going on), buffet smelled like sewage @ entrance (really should have closed that), many of the pools/hot tubs closed so multiple people crammed in one, slippery entry floors that almost took me out not once but twice. We finally got dining at main dining and beef appetizer was spoiled and slimy.While I understand the weather is not managed by captain, we waited around to stop at ************ but couldnt make it, leaving us in rough seas. I wish this would have been cancelled/rescheduled. I spent a year saving and I will never cruise again.Also; I had emailed about the discounted rate prior to sailing as I had paid a few hundred more and was asking how to go about cancelling/rescheduling for cheaper price that was advertised, but no reply.I would like a refund for more than the $19 I have received in my account so far. Possibly a difference of some of the discounted rates. Didnt even feel like drink package was worth it as last night we had to lay in room sick, couldnt even watch comedy show as ship was too ***** (saw many others leave as well). I am not at all satisfied with my experience. Disappointed would be an understatement . I would have preferred to stay in ******* if I would have known thats what we were in for. That was misery!!!Reservation: *******
Business Response
Date: 11/27/2023
Subject: ****************

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

We understand that itinerary changes can be disappointing for our guests, and we do not make these decisions lightly. Unfortunately, there are instances where we may have to change a ships itinerary for various reasons. Unfortunately, we are unable to offer additional compensation for itinerary changes due to weather related issues. Nevertheless, we truly apologize if our decision causes any disappointment.

We always want to provide our guests with the best possible cruise vacation we apologized for the guest experience. I have carefully documented the guest complaints about their concerns on the cabin and the quality of the food and drinks, are important to us. We are committed to fully maintaining our ships and share their our disappointment that the appearance of this area was below our standards. Its important that we ask our guests to report anything necessary to our ***** Services onboard so we are able to address the situation upon occurrence. We appreciate ******************* feedback regarding her concerns and have forwarded all comments to the management team..

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

*********************************
Royal ***** Experience Management
Initial Complaint
Date:11/18/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
November 12 2023 I embarked on my first cruise with my daughter who is a toddler on Anthems of the sea. My first complaint comes from them trying to charge me gratitude for her when she is only 2 nd barely doing any for me to get charged tip automatically. Also we were meant to originally go to 3 exotic destinations none of which was supposed to be a state in *******. ******* doesnt was not a desirable destination that should suffice to what I was expecting. I can take a plane to ******* whenever. Been looking forward to this trip for months to be let down. The breakfast was terrible, runniest eggs ever less than flavorful selections. Had to wait all the way to lunch to have something decent to eat. $150 was not enough boat credit to accommodate the cancelled destinations. And I would also like to complain about DJ *****, clearly she lied on her resume. She had a very bad music selection and didnt transition the music in a way that kept the crowd on the dance floor. Shes not engaging at all, just standing there looking into the abyss. You could have made me the same amount of money nd let me have my Spotify running on shuffle. Fire her immediately.
Business Response
Date: 11/22/2023
Subject: *************************

Case: ******** BK# *******
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We understand that itinerary changes can be disappointing for our guests, and we do not make these decisions lightly. Please be assured the safety and well-being of our guests and crew will always be our top priority. In order to maintain this safety standard, we continually monitor the conditions at each of our ports-of-call to make accurate and necessary adjustments. There are times where changes are sometimes unavoidable due to a number of reasons, such as weather or political situations. Our brochures and our Cruise Ticket Contract reflect that we may have to change a ships itinerary for various reasons.Royal Caribbean International seeks alternate ports whenever possible for itinerary changes. However, we may not always be able to secure a specific port due to circumstances beyond our control, as ports will only allow a specific number of vessels at any time. I hope this information clarifies the guests concerns on this matter. Unfortunately,we are unable to offer additional compensation for itinerary changes. ****************** was given a $150.00 of onboard credit for the itinerary change. Nevertheless, we truly apologize if our decision causes any disappointment.

Additionally, our records show that there are no ship logs that reflect this partys concerns regarding the food quality. As the well-being of our guests is our highest priority, should any concern arise, we urge our guests to make our staff aware of any questions or concerns that they have. Furthermore, our policy on gratuity applies to individual guests of all ages and stateroom categories. While we appreciate ****************** candid feedback regarding our DJ onboard, we will note all comments to the management staff.
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: 11/28/2023

Complaint: 20888593

I am rejecting this response because: we could have safely went to other more exciting destinations. I paid over $2000 for me and a toddler to go to 3 exotic destinations, $150 each was not enough compensation.

Sincerely,

*************************
Business Response
Date: 12/03/2023
Subject: *************************
Case: ******** BK# *******

Thank you for forwarding a follow up complaint filed with your agency. We appreciate this opportunity to respond.
We appreciate the guests candid feedback on the matter and the final outcome. Furthermore, I can assure you that the commentary shared by the guest is a valuable and essential part of our ongoing improvement efforts. The guest perspective is extremely important and helps immensely as a method of measuring our performance. Therefore, her comments and observations have been appropriately documented on the record.

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: 12/05/2023

Complaint: 20888593

I am rejecting this response because:

Sincerely,
Im still not satisfied with the business response. And wont be until I get a reply that suffices. I got time I will continue emailing back
*************************
Initial Complaint
Date:11/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my frustration with the services related to my upcoming cruise, booked through your company.Several months ago, I purchased a cruise package and have been attempting to add extra components like beverage plans, internet access, and onshore excursions. Unfortunately, the process has been marred by challenges.My primary concern is the inability to manage these additions online, as your website lacks the necessary functionality. Furthermore, attempts to seek assistance through your customer service hotline have been equally frustrating, with prolonged wait times, transfers between departments, and abrupt disconnections.Compounding the issue is the potential for increased costs due to the difficulty in finalizing my package details. As a loyal customer, I expected a smoother process and feel undervalued.I kindly request a prompt resolution and urge your company to enhance the online platform and customer service procedures for a more seamless experience.Sincerely,
Business Response
Date: 11/22/2023
Subject: *************************************
Case: ******** BK# *******

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

We appreciate the guests candid feedback on the matter. I can assure you that the commentary shared by the guest is a valuable and essential part of our ongoing improvement efforts. As a returning guest, his perspective is extremely important and helps immensely as a method of measuring our performance. Therefore, his comments and observations have been appropriately documented on the record.

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:11/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Grander of the seas trip October 19, ************************************************* line for 45 minutes on day two of the cruise still no Internet usage level for the level toilets did not flush for a full day. Other bathrooms on ship were nasty smell of sewage . One was flooded right outside the Buffay area 1 1/2 inches of water with only one toilet working food was not good sent back my meal every single night along with people at my table that I didnt know We waited for an hour and 45 minutes for an omelette and French toast at the brunch my luggage was placed at a different state room, I had to find my own luggage. The bathroom in my state room had mold all in the shower, which I am highly allergic to had to take allergy pills. The only good thing about this cruise was the fact that the attendants and workers were very courteous and nice , other than that the ship is old needs updating. I have been on 15 cruises in my life. This being the worst one ever Ive been waiting now for over a week for a response on my issues that Im having from the company. Hopefully I hear something soon.
Business Response
Date: 11/22/2023
Subject: ***********************

Case: 20870646 BK# *******

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

Our records indicate the **************** has contact our ********************* and 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: 11/28/2023

Complaint: 20870646

I am rejecting this response because:
I feel they need to refund the internet fees as we were unable to access the internet and went twice for help with no avail.

Sincerely,

***********************
Business Response
Date: 12/01/2023
Subject: ***********************

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

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

Our records do not show that this party made our staff aware of any such internet issues. It is not our practice to refund for internet issues when our staff are not given opportunity to resolve the issue while onboard. As such, we are unable to provide compensation for this concern. For this reason, we must again decline this party's refund 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

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