Complaints

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:01/10/2025

  Type:Product 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.

  I contacted Monica **** in August to book a Royal Caribbean cruise March 9-16,2025. She had me Zelle her $750 as a deposit for myself,husband and daughter. In October we decided to take my mother in law on the cruise. Monica sent me an invoice via email. She needed me to pay $500 as a deposit for myself mother in law. On October 16 we made the final payment of $4047.40 which was remaining balance for our 3 adult 1 child cruise. On January 8 I logged into Royal Caribbean website to book our excursions and my book ID stated it had been canceled. Royal Caribbean stated it had been cancelled on January 7,2025 due to non payment. I attempted to contact Monica but she didn’t answer the phone. I called the company’s main number and they stated they would fix it. I spoke to Royal Caribbean today around 12pm and they stated the agency has not made any attempts to pay the cruise.

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  This letter is to inform you that Cruises From Galveston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/10/2025 and assigned ID ********.

  they booked our trip and all is well 
  
  Regards,
  

  
  

• Initial Complaint

  Date:10/20/2023

  Type:Customer Service 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.

  Booked Cruise with Cruises From Galveston/ Monica **** *Cruise booked in July of 2023; for October 12, 2023 *Total Amount of Cruise was over 5000+ *I have filed a dispute against the travel agency w/ American Express *Cruises From Galveston was to facilitate, book, and handle all travel arrangements including parking *Business did not notify us of needed documentation for cruise (First Family Vacation Cruise) *Business booked daughter in a room with a total stranger/we paid for room. *We were unable to go on the cruise due to the failure to have required documentation. *Business provided no resolution regarding cries, nor have we been contacted regarding a resolution. *Business promoted, secured, and charged for parking at their storefront, not notifying us of parking available through the ship. Parking was insufficient, and in an unsafe area, as noted by the locks on the door and ring camera in order to gain entry. *Business did not secure the wifi/gratuity package as requested (noted by Royal Caribbean-post trip) *Business did not provide correct invoice billing/nor approval for charges (invoice ******). *Business charges on American Express were from Royal Caribbean; Nothing appeared from Cruises From Galveston. * Contacted Royal Caribbean to file a complaint with Guest Experience (1-800-256-6649) wouldn't take claim against Cruises From Galveston , stating they couldn't share financial information with my only the third party that booked the cruise. Spoke with Guest Experience Team Member/Post Travel service provider names Miche, she did not provide any assistance. *Found the business in a Google Search\ *Submitted an online yelp review in addition to BBB Complaint.

  Business Response

  Date: 11/10/2023

  We appreciate the opportunity to respond to your concerns regarding your experience with Cruises From Galveston. We take all customer feedback seriously and are committed to addressing and resolving any issues to the best of our ability.
  First and foremost, we want to express our sincere apologies for any inconvenience you may have experienced in connection with your cruise booking. We understand that your family vacation cruise is a significant event, and we deeply regret that two of your guests were denied boarding. We would like to address each point raised in your BBB complaint:
  
  Dispute with American Express: We were not previously apprised of your dispute with American Express. Now that this matter has been brought to our attention, we are taking immediate action to address it. Our team is currently engaged in communication with the relevant parties to facilitate a prompt and satisfactory resolution. Your concerns are of utmost importance to us, and we are committed to resolving this issue in a timely and efficient manner.
  
  Failure to Notify of Needed Documentation: We understand the importance of clear communication. We did provide you with all reservation numbers to add to your guest account that you were instructed to create with Royal Caribbean. The Royal Caribbean online check-in provides a second form of clarification for the type of documentation to bring with you for your cruise. We were informed by Royal Caribbean that you did complete all online check-in requirements prior to your cruise. Recognizing the significance of transparent communication, we furnished you with all reservation numbers to be incorporated into your guest account, as directed by Royal Caribbean. The Royal Caribbean online check-in process served as an additional means of clarification regarding the necessary documentation for your cruise. According to information provided by Royal Caribbean, your completion of all online check-in requirements prior to the cruise was duly noted.
  Moreover, our records include text message correspondence affirming your access to the portal, where you were able to view your reservations and effectuate last-minute adjustments. Please be assured that we diligently honored all of your guest requests. If you have any further inquiries or require additional clarification, we are at your disposal to ensure your cruise experience is seamless and enjoyable.We also have text messages of communication that reflect that you did have access to your portal and you were able to see your reservations and also asked to make last-minute changes. We did honor all of your guest requests. 
  
  Room Assignment Issue: At the time of booking, each room was individually assigned, with specific room numbers clearly listed on corresponding reservations.
  
  Parking Concerns: We appreciate your expressed concerns regarding parking and the perceived safety of the area. At Cruises From Galveston, we prioritize the well-being and peace of mind of our guests, and we would like to provide clarification on this matter. Having facilitated parking for over 2,000 guests at our well-established and high-traffic location, we are proud to report that we have encountered no safety concerns in connection with our parking facilities. The safety and security of our guests are paramount, and we maintain stringent measures to ensure a secure environment for all. For the convenience of our cruise guests, we extend the option of complimentary parking at our established location. Alternatively, guests have the flexibility to choose paid parking at the Royal Caribbean cruise pier at a rate of $20 per day. It is important to emphasize that our guests are never compelled to utilize our parking facilities; we respect the autonomy of our guests and prioritize their comfort and safety.
  Your safety and satisfaction remain our top priorities, and we want to assure you that we take all necessary steps to uphold the highest standards of security at our parking location.
  
  Wi-Fi/Gratuity Package and Invoice Billing:
  
  Communication with Royal Caribbean: We regret any difficulties you encountered when trying to file a complaint with Royal Caribbean. We are committed to working closely with our partners to address any concerns on your behalf.
  
  Online Reviews: We place great importance on customer feedback and sincerely appreciate your perspective. Upholding our integrity and safeguarding our reputation is of utmost concern. It is imperative to note that the dissemination of false information violates legal standards governing online reviews.