ComplaintsforBahamas Paradise Cruise Line

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We embarked the Paradise cruise ship 5/27/2024. The evening of 5/28/2024 we participated in a game of pay to play bingo and won. After winning the staff informed us they did not have the prize to award and instead refunded us the money we had wagered, refusing to honor the bet of the game, upon speaking to ***** and his assistant, were tugged back and forth over an hour about how they know we were the confirmed winner and that they simply didnt have the prize to award us. We asked to speak to the gaming director multiple times and were denied. ***** also used vulgar language and was unacceptably disrespectful to my wife, and admitted to finding pleasure in her frustration. I dont believe any gaming company should be allowed to change the rules after someone has won, or to simply not pay the prize of the wagered game and instead return the wager as if other people hadnt wagered as well. I also witnessed many slot machines malfunction during winnings and the casino refusing to pay the winners. Aside from the rude and lousy treatment we received I dont believe this establishment is capable of running a legitimate gaming business

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Name ******************************* Confirmation Date 4.21.2023 Port WPB GBI *** Booking ID ******** On 4.21.2023, I booked 5 tickets on Margaritaville at Sea Paradise for a 5.9.2023 sailing date. Myself, my mother and my 3 kids were going to have a 3-day girls trip to Paradise or so we thought. Two of my girls flew in from ***** while the third flew in from ***** with rental cars involved for all. While booking these tickets on 4.21.2023, I asked the representative about the mandatory documents required and if a certificate of birth with a seal qualified as a valid document. I was asked to be placed on a brief hold while this was discussed with a manager. Upon return to the call, I was told this was a valid document and completed the purchase of 5 tickets totaling $1,195.00. We arrived at the port around 12 oclock on 5.9.2023 and proceeded with the check-in process. Following the security and check-in process we were about to receive our room keys, a man walked by and pointed out to our clerk that the certificate of birth with a seal did not in fact qualified as a valid document. Yes, this was AFTER we were all checked in. At this point we were denied entry and extremely disappointed. I am writing to you in hopes to receive a full refund as I do not feel $472.00 is adequate compensation for what myself, my mother and my children had to endure coupled with the fact I paid in full for an experience we did not get to partake in. I called to speak with a representative on 5.15.2022 after sending several emails on **** & **** with no response. The representative on the phone advised me to send an email would be a more appropriate course of action as this would provide the ability to receive a higher escalation path vs. what he was able to accomplish over the phone. I am confident we will be able to work together to come up with a solution and compensation that will be satisfactory by all prior to having to seek further actions.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a cruise with Bahamas paradise cruise line in January of 2020. Our reservation number is ******* (myself and *************************** are on the confirmation). Of course this was canceled due to COVID. After several attempts to reschedule we decided to just process a refund. I began this in August of 2022. I have called several times and each time I have been told that a check will be issued and sent out on Friday. We have yet to receive a refund via mail. Even though I have confirmed out address several times. In the past two weeks I have called, waited on hold for hours, ended up asking for a call back and each time when asking for a manager or supervisors have been put through to a voicemail and never received a return call. Our refund is for $1408.64. That is all I am asking for and for it in a timely manner with a confirmation that it is coming. Our address is *********************************************.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hello my name is ***************** me and my finance book to sail on your ship on 11/14/2022 at the time i made the reservation the representative that was assisting with the booking of our trip advised to me at the time that we could include our gratuity or we could pay it later i advise to the representative that i wanted our gratuity to be including in our price so we would not have to worry about it later. When get to check representative at the front desk advised to us that we still owed for gratuity which was $29.90 a piece i advised to the front desk rep that this fee was told to me at the time when i booked the trip that the gratuity fees will be included because i requested this and this is just the beginning of the nightmare that we experienced on this trip we are very upset and very displeased with the type of service we received and the experience that we had. We were lied to about your ship having a club or bar on the ship. I was told by a different representative on another time I called in right before I think a few days before 11/14/2022 I called margaritaville and was advised of this false information. I also told the representative whom I made the reservation with that it was my fiance's birthday and I was advised that there would be a birthday cake provided that never happened. The food was not good at all that they were serving on the buffett it was cold and not fresh. The next day we are getting ready to go on our excursion we chose the city tour i think it was with the marketplace there was nothing for us really to do a lot of the building was torn down and messed up from hurricane **** still the marketplace was not up to part i just feel like this excursion should not been on the list due to the damages that still exist and on the resort, I was trying to do something nice and special for my fiance i feel like i wasted my money on this whole trip the whole experience was not great at all. and then I came back home from the trip to find out from my bank Sept 26 2022 there was an unauthorized charge from my account in the amount of $230.00 and then another charge for $107.80 that was deducted from my account on or around 11/18/2022 the only charge I authorized from my account is the amount $374.88 that payment was made on September 23 2022 your company is illegally charging my account and the day we sailed on 11/14/2022 a employee from your company already stole a $100 bill from me for a drink package that I did not know the bar does not take cash for the drink band and then your company was trying to charge me again for the drink package on my account after an employee a bartender took the $100 I am very upset and I will never sail on your cruise line nor will I refer anyone to sail with margaritaville at sea paradise We was held up to exit the ship due to the issue above regarding the $100 This was the worst experience that i have ever had I want all the money i spent back due to all this inconvenience of my bank account being unauthorized used. if needed i can go to the bank to get a print out of my statement where it shows how this company went into my account twice with my permission taking $230.00 and then $107.80

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Regarding a refund that is due.I booked a birthday party for 9 guests. Margaritaville at Sea on July 17, 2022 for October 7 - October 9.tried to pay for the trip in full but only able to leave a$200.00 deposit. Total trip $568.00. Waited for my email confirmation. Received nothing. 3 days before trip I called. number 79 in cue. GOT HUNG UP ON 2X BY CS. 3 hours of my time. 3rd attempt, number ******************************** CUE CLOSING TIME. No resolution. C/B night before the trip. No resolution. day of the trip #** CUE. **************** could not find my reservation. They said it was canceled because I did not pay the balance within 45 days. How was I suppose to know this? I didn't get the emails. Drive to the port purchasE the tickets at $1200.00. MORE THAN TWICE THE COST.Got back called CS and they said they will refund $200.00 that I lost from the **************** and they couldn't do anything about the $1200.00.Waited 20 BUSINESS DSYS, $200.00 NO REFUND. hung up on 2X Today from your Margaritaville CS department. called back. Another 3 hours of my time. The agent said that a supervisor will research the payment. No time frame. Nothing. I asked for the corporate address. They gave me an email to member services;[email protected] wrote an email and got the mail daemon. EMAIL IS BLOCKED.My request for resolution is to receive a $200.00 refund for the **************** that was cancel by M.A.S. AND half of the total cost of the second booking refunded. I would not have booked at 2 day trip at $1200.00. I have been inconvenienced and spent TOO MUCH time to get resolution. This is very poor business and I am COMPLETELY DISAPPOINTED. Poir business ethics and the worse customer service I have had in my lifes history.Booking Id: ********

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a reservation to sail on the Margaritaville at Sea on March 16 (reservation number ********). I have called upwards of 10 times to ask questions about my reservation but I have been unsuccessful due to the long hold times (HOURS). Yesterday, I received an email about a special thank you to heroes this Veterans Day which is an offer for free $100 on board credit. I called to find out more details but after waiting for hours on hold, I had to hang up. Today, at 8:04 EST, I called again, I was number 20 in the queue so I requested a callback. At 8:55a EST, I received the callback. The representative I spoke with (I think his name was *******) was totally oblivious to the promotion and inattentive to the things I said. I asked him if my current reservation qualifies for the $100 ***. At first, he didnt know what I was talking about, even after I explained I received an email about the *** twice. Instead of helping me, he asked me if I wanted to pay the gratuities, and when I said no, he transferred me back into the queue, without notice, where I had to hold again and I was number 75 in the queue (which is over a 2-3 hour hold time). As a veteran, I want to take advantage of the $100 *** (my current reservation is under the Heroes Sail Free promotion) but instead of getting help, ** having to wait on hold for an unrealistically prolonged amount of time and talk to rude associates. I need help with my reservation and I would like to take advantage of the promotion they are offering for veterans. Soliciting your assistance.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For a December *****, 2019 cruise sailing, I booked a two night cruise on Bahamas Paradise Cruise lines based in ***************, *******, to the Bahamas. Due to Covid concerns at the time, I cancelled and well prior to the cruise too. Thankfully, the company promised me a full refund of $264.34 - but has never sent anything back to me or hundreds of other people either. I have emailed and called and emailed the company numerous times, including the **** even three dozen times over the last 3 years. No response. When Im booking a cruise, my call is first in line AlWAYS in their telephone wait time. When they transfer me to customer service to request a refund or to deal with my complaint then I am call number sixty, #**: with a 3 hour waiting time. This company is now operating as Margaritaville-at-Sea with the same CEO running the operation as was operating Bahamas Paradise Cruises, ***** in 2019, Mr. ************************** I have emailed him personally. No response. The booking number of my cruise was ******* and the amount was $264.34 to be refunded to my credit card or by check. Two weeks ago, I spoke directly with the cruise line travel agency department by phone (again) who asked for my current address and stated that I would be mailed out a check for $264.34. Again, the ship was the Grand Classica and sailing date which I never too was December *****, 2019. The ship (they now have) has been renamed the Margaritaville but its the very same ship that is remodeled as a ***************** paradise experience.It is disappointing that after so many calls and so many letters and emails that I have gotten no response from the company or been lied to that the refund check was in the mail. This is not the way to do business.Furthermore, I am now booked on their 5 January 2023 cruise with my wife and child. In good faith, believing the company would refund my last cruise, I booked again. I am requesting a refund for my last cruise from 2019. Please help!!

• Initial Complaint

  10/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My cruise was cancelled by cruise line due to COVID in 2021 and I still have not received my refund. I have called multiple times but to ni avail. Please help with this matter.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a birthday cruise with margaritaville back on July 13 however the cruise ship never left the port due to issues with cdc guidelines so they canceled the trip and ensured all passengers would be refunded for their on board credits along with the ticket amount. I was only refunded for my ticket amount or ****** and didnt receive my on board credits of ******. I called in over 10 times about it and every time I speak to an agent they ensure me that theyre going to escalate it to the refund department but nothing was ever refunded! The last rep I spoke to told me he escalated my refund request to a manager and I was promised that I would receive it last Wednesday 09/07. I am beyond frustrated at this point because I feel like this company have been giving me the run around since July! Here we are in September and still no REFUND! I cant believe that I even had plans on using the free cruise credit for my next getaway but honestly I would never recommend this cruise to anybody ever!!!! They are scammers and will scam you any chance they get DONT DO IT!!!! Im upset that I didnt read the reviews before booking because I wouldve NEVER BOOKED WITH THEM!

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Was on the cruise ship on 7-13-2022 never left the port was supposed to go to the Bahamas was told the coast guard had Covid and we had to disembark the ship they told me I was getting all my money back and a complimentary vacation Ive tried contacting them repeatedly and cannot get any response on top of that they lied about why we didnt sail they told us coast guard had Covid but Im reality they didnt pass inspection I was stuck in ******* with no where to go for a whole week and Im still waiting on my refund I just want all my money back from them

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