ComplaintsforBahamas Paradise Cruise Line
Cruises
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
March 6, 2020 Amount $1,278.20 I was told on January 4, 2021 would get a full refund. I have contacted them several times and was told I would get the refund. Reached out via Instagram and Facebook. Still, as of today, I have not gotten my refund, but I got the email from Guetcheen Lamothe for cancellation for January 4, 2021. Cruise confirmation# XXXXXXX Ticket no# XXXXXXXXXXInitial Complaint
09/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Cancellation Details: Booking #: XXXXXXX Type of Booking: WPB - GBI - WPB Stateroom(s): FC98 Passenger ***** 1632 MUSIC LANE, N PORT, FL, US, -XXXXX (XXXXXXXXXX) Total Paid: $715.38 Total Refund: $715.38 Cruise line cancelled cruise due to unknown reason last minute. Requested refund. Never received and getting no where with phone calls and emails to resolve. Everytime is 60 days out. Took our money immediately with zero issues. Should be refunded immediately same way. We are nearly 90 days out with no refund. And the refund doesn't begin to cover the lost travel expenses, childcare, petcare, and alternative hotel/food costs that were incurred due to the last minute cancellation.Initial Complaint
09/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I reserved for 3/08/2020 but my cruise got cancel due to the pandemic (cancellation #XXXXXXX). I requested a refund on 8/7/2020, they approve it the same day for the amount of $286.88. Today is 9/03/2021 and STILL they do not have my refund. I have called around 10 times & they always say I will receive the fund by the end of the month but again here we are one year later still waiting. I called today and spoke with Ivonne (Spanish agent) and they haven't processed YET!!! And AGAIN she said I will be receiving it by the end of September 2021. I don't know what to do or who else to contact, it has been more than a year.Initial Complaint
09/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In June I booked a cruise with Bahamas Paradise Cruise Line for departure July 2, 2021. On June 28 they canceled the cruise. I have tried to contact them via phone, and email as they requested with no response. I have waited over 2 months now for a refund of $685.00. Please help me get my refund back and also let everyone know that this company does not have any customer service response at all. You can not get a hold of them in any way. A terrible way to do business and I will never use them again..Initial Complaint
08/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My husband and I booked a cruise with Bahamas Paradise Cruise line to begin on July 18th, 2021. On July 27th we received an Email that the cruise had been canceled and were given the opportunity to book another cruise. I have some medical issues which prohibit me from making decisions far in the future, so sent an Email to the cruise line on July 17th stating such and asking for a refund instead of my $625.38 payment. To date I have heard nothing back. It's impossible to reach a live body over the phone, despite having multiple phone numbers for this business and attempting to call them numerous times. I wish to receive a full refund of my monies paid.Business response
09/13/2021
Consumer Response /* (2000, 6, 2021/09/13) */ Good afternoon. Just wanted to give you some additional information regarding the above complaint which I made against the Bahamas Paradise Cruise line this past August: My sister suggested (since this cruise line has a dismal record of responding to customer's complaints and refunding any money) that it would be good for me to file a dispute with my credit card company concerning this transaction. I did so and the credit card company credited back to me the cost of the cruise with Bahamas Paradise Cruise Line. I don't know if this changes my entire complaint against them and closes my case with you (I assume so in regards to the money), but I know for a fact that I'm not the only customer of theirs to which this has happened and I would like other folks to be advised, so they don't run into the same problem I did (especially since the ship has now been sent to Haiti to help with relief there. If I'm not mistaken, the same thing happened with a ship from the Port of Palm Beach several years ago, and that was the last we ever heard from them). I just want to thank you for all your help.Initial Complaint
08/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We were lied to on 8-12 about all of the tips and gratuities even if you went and got your own drink there was a gratuity. they did not disclose until two days before shipping out that you had it to go get a covid test done before. the AC broke in the room, I told them and they never offered to fix or even move my room. there was no free drinks like I was told I was supposed to get 5 with the tickets that I bought tried to get the issue resolved and they just kept passing me back and forth. the food was not cooked correctly. we got sick from the food and on board water.we was never told that we had to pay to get a ride to the beach and pay to go on the beach and pay to sit on beach chairs. I am not the only customer upset and I'm still sick from something from that ship. I have tried to contact a supervisor 3 times this week and still have yet to hear anything to help resolve the problem. This company has detoured me and my husband from ever taking another cruise againInitial Complaint
08/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 2/7/2020 me(69 year old) and my husband (63) cruised from this company to Bahamas. We had bad times because the cruise collided with the berth causing a big impact. We had delay in the departure and we were offered a complimentary voucher to use in the future. We decided to use the voucher on a cruise scheduled for 9/6/21, but because all issues with this pandemic and our health, I called on 8/19/21 to cancel. First Mrs. ***** told me that I will lose all money paid, which I disagree. I told her that I am entitled to the taxes paid and tips for the total of $232.68. After all, she states company will refund the $232.68 and that we lost the complimentary voucher because she states we used on 9/6/21. We believe that this company is deceiving us and other customers per google reviews. They have ships in poor conditions, service since the beginning is too bad and when issues is presented out of our fault they do not care. Cruise companies need to improve the service for us.Initial Complaint
08/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am seeking a $400 refund from Bahamas Paradise Cruise Line that has been promised to me since January of 2021. I have contacted them by phone 17 times and twice by email. I originally requested the refund in January of 2021 & was told that it would be three months due to the pandemic backup. By April I still heard nothing so began contacting them consistently. After several calls I was told on June 14th that in three days I would have an email from the manager confirming the refund. When that did not come I called again on June 23rd I was given an absolute date of refund for July 10th. Today is August 10th and I have not received anything and have made several attempts to contact them in the last month. Now it is not possible to reach a customer service agent any longer and a prerecorded message asks for emails with refund issues. I emailed them with my cancellation # they provided multiple times and was never answered. I am simply seeking the $400 refund that they owe & promised me.Initial Complaint
07/27/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
First , Cruise line promised us free WiFi when we booked our cruise which we never got. Day 1 at port were told another pcr had to be done $25 a piece and would be compensated for all and given onboard credit did not get it . Now being told by cruise line compensation was to be only given for vaccinated people which is not what we were told. Followed that night by a 3 and half hour dinner , and then little to no food like promised that was going to be opened . We also were told child care, teen rooms , and pools and hot tubs were going to be opened non were :(Then to find out once out once out of port non of the above amenities would be available the whole time. Forget then on ship trying to settle any and all disputes for your bill there was no one ever available to fix anything. We are kindly requesting the amount of cruise be refunded based on a cruise that was charged for but really was a floating hotel no amenities and nothing as promised.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
52 total complaints in the last 3 years.
1 complaints closed in the last 12 months.