Carnival Cruise Lines
Reviews and Complaints

Since Carnival won't let me post on their facebook page and Since I can't get through to customer service and when I do they are being told to tell us that no supervisors are available, no higher ups are available, and the office of the executives are not taking calls from customers I will just continue to express my concerns until someone sees it and does something. Higher ups should be ashamed of themselves and I hope you are paying your reps good to cover on your behalf.

My name is Brandi Nagy. I was on the Carnival Horizon
3/1/2020-3/7/2020. I am writing to express my absolute disappointment
in my time on the Horizon and Carnival's lack of response to my
frustrations. When my husband and I boarded the ship there was no
indication, warning, or communication that we would not be making our
scheduled ports. Our first day was a sea day. Late afternoon, early
evening it was announced our entire itinerary was changing. We would
not be making any of scheduled stops and they would be replaced by 3
different ports. This announcement was made well after 24 hours of
embarking and with little to no time to research or plan excursions to
the new planned stops.

Once I found out that we were no longer going to be stopping as
planned I contacted guest services and was told there was nothing they
could do. The excursions were not even available until late Monday
night and even then most were already sold out. I also inquired with
guest services about the "Great Vacation Guarantee" and was told since
it was past the 24 hour mark that was no longer valid and they would
not be honoring that for anyone. I was told there was no way I could
take advantage of this and be flown home to my original destination
and not to even bother pushing the issue. I had no time to research or
plan for our new stops and feared for my safety by being sent to areas
I knew nothing about.

On Tuesday at our first stop, Amber Cove, we did manage to book an
excursion very late Monday night only to find out right before getting
off the ship it was cancelled. The only reason we even knew it was
cancelled was because people we were traveling with had forgotten
something in their room and found the letter notifying them of the
cancellation being slid under their door way after the debarkation
time and very little time before the planned excursion was set to
begin. Had our fellow travelers not gone back to the room at the last
minute we would have had no idea our excursion was even cancelled.
This was very poor communication on Carnival's end regarding last
minute cancellation and notification as well.

Once in the port, several people working in Amber Cove informed us
they knew Sunday, the day we sailed out that we would be stopping
there. Also during our stop in Grand Turk, several vendors and island
staff also told us they knew Sunday we would be stopping there
Wednesday. So how is it everyone except the passengers knew the
itinerary had already been changed? Passengers were not notified until
late Monday afternoon, evening. If Carnival did not know when sailing out Sunday we were changing stops then why on my sign and sail statement on 3/1/20 at 11:24 a refund credit for taxes, fees, and port expenses?
Had Carnival told passengers
beforehand we would not have been going to our originally scheduled
stops, we would not have even boarded the boat.

Also on deck 11 several nights I noticed cockroaches running around on
the ground. When I brought this to staff's attention, I was told they
would "look into it". Every time I noticed one I would notify staff
and nothing was ever done. This is completely unacceptable and
unhygienic especially with food and drinks being served so close by.

I also let our room attendant know that our couch in the cabin (14217)
had some kind of dark staining on it in our room. He told us he would
make sure it was cleaned that morning. Once we left the room and room
service had been in it was apparent there was no effort made to even
clean the couch. I again expressed my concern and still nothing was
done.

On Wednesday evening my pre-paid wifi was disconnected and would not
reconnect, when letting guest services know they told me it must be my
phone. While discussing this with the representative several other
people were complaining of the same thing. All guest services had to
say was sorry we can't help you. So that was over a half a day without
something I paid for as well.

Overall this cruise was not the cruise I paid for. The fact that there
was no communication from Carnival staff when it was known well before
hand that we would not be stopping in our original ports is totally
unacceptable. The cruise I paid for and the cruise I received were 2
completely different cruises both in quality and cost.

While on board Carnival started giving people cruising after us the
option to cancel or rebook their cruises. This offer was never
extended to us. Had this offer been extended to us we would have
rescheduled our cruise to a later date. While on board several news
articles were published that Jamaica and Grand Cayman did not in fact
turn us away like the captain had originally announced. I feel as
though our ship and the people on it were used as a bargaining tool
and political move with the islands. We were told we would not be
allowed to dock there and they had turned us away when in fact it was
Carnival's decision, not the islands.

This was not the vacation we planned for, paid for, and dreamed for.
Carnival's attempt to remedy the situation by offering an on board
credit of 200$ on the last day is laughable. The fact the captain and
staff knew before sailing we would not be going where originally
planned, the captain lied about the islands denying us entry, and the
cleanliness of the ship was an absolute disgrace of a vacation.

Had Carnival been upfront, provided better communication, and extended
the people on our cruise the same offers being extended to cruises
directly after us, this would be a completely different scenario. The
lack of customer service or care from Carnival is the worst I have
ever received from a vendor in my travels. I travel a lot for business
and I have yet to meet a vendor who doesn't try to make things right
for its customers, until I encountered Carnival.

The cruise we paid for and the cruise we were given are not even
comparable price wise or quality wise.

I has a great time on the Carnival Sensation Sail Date: 3/5/10-3/09/10 the issue is I used my Checking Debit Card to pay for onboard services; now Carnival will not stay out of my account! I am on a tight budget now my account is overdrawn! Carnival received the $618.09 owed as stated on my final bill but seem to keep going in my account adding, crediting, deducting back and forth! This is crazy! Ellen Jordan Folio 46086 Carnival Sensation

Hi, I booked two rooms for Carnival Sensation 9wzs18 and 9wzs63. We had to cancel due to Coronavirus travel restrictions placed on me by my company. We are not supposed to travel internationally and that included Mexico. A few in my group went however a few didn't. We would love to reschedule and have the deposit credit applied to a future cruise. I love Key West and Mexico and I have even been on Sensation before. I was given this link to ask for credit as the rep said it was over their pay grade to do so.

Vineta Pritchard
[protected]
[protected]@gmail.com

I, evely6n barran and ethelwold lawrence from trinidad and camilla lezama from usa, were booked on carnival cruise - fascination to cruise from barbados, we journeyed from our respective homes to get the ship, 3 days in advance to avoid any unforeseen mishap. While in barbados we learnt there were 3 persons suspected of the virus, and st.Lucia did not permit the ship to dock, hence it had to come to barbados to have the 3 persons tested, there and then it seems very risky so we packed our bags and headed home quickly. We would like to receive a refund or get a credit for a future cruise. The booking no. Is 8mmz93 pin#1954 and room #7348 my credit card was utilized the fast deal #17535 date of cruise is feb 28 to march 6th 2020.

I purchased 2 chains and 1 bracelet from the gold by the inch sale on board the imagination on 1/24/19 at which time I was told if ever they tarnish or break, I can just exchange them when I am on another cruise. As you can see in the picture the chains have tarnished. I tried to exchange them on my 10/21/19 inspiration cruise at which time I was told they didn't have the same links available so I could try on another ship or send them in for exchange. On my 12/27/19 miracle cruise they didn't sell the gold by the inch so I waited til my 2/8/20 panorama cruise and was ONCE again told they didn't have the same links available and was told to mail them in. At that point I asked if I could exchange them for a similar link, I was told that I had to mail them in. Now the problem I have as a frequent cruiser is that I was misled when I purchased the chains that if they tarnished, I would be able to exchange them with NO problem! Now I have contacted the company in NY and they have advised me that I have to pay to mail them in and pay 9.95 for one of them and 19.95 each for the other two and then they will send me back the same link or similar. I was totally misled by Carnival and feel that Carnival should exchange these three chains I have with the same OR similar links at no charge just as they promised when I purchased them. I have and continue to spend a lot of money with Carnival and would like for you to stand by your items and resolve this matter with me. I would like some type of authorization to be able to exchange these chains on my next cruise, whether it be for the same OR similar links. Thank you in advance. vifp [protected]

What a cruise from hell, never book carnival cruise lines. Pool closed because of leaking into dinning room, missing 2 ports because of mechanical issues. Refund 50 a joke and insult. Stabilizers not working 75% of people sick, unable walk safely around the ship.
Carnival refuses do do anything no compensation, or apology, very angry meeting with captain and team.
Will fight for compensation.

I booked a cruise and asked for an extension on the due date due to totaling my car and having to replace a furnace within a week oh of balance due. They said I could pay $25 and have it extended. I called today to pay off and it was cancelled at 11pm last night. So I missed the deadline by 12 hours due to being hospitalized (yes I have proof of every piece of my unfortunate luck) they told me they would reactivate it for the amount that it would cost to book today(more money) and if I do not reactivate it I forfeit all money paid towards it. Including the $150 extra outside of the deposit. I explained everything and was more than willing to pay in full when calling. No help at all.

We boarded our cruise ready to celebrate our engagement and have some time together before the wedding planning began. Of course we came with our own phones to capture all the moments together and even asked other guests to take pictures of us. We had our picture taken on many occasions by crew members and after making the trip several times to scour the wall for our coveted pics, they were never to be found. We recognized couples that were right in the same area or even beside us at times make the wall for purchase. On night 3 of our cruise we had our picture taken at one of the photo op backdrops and were told that he would not be putting it up on the wall and to come to the studio the following evening to see what he had created. We headed that way the next night (after stopping to check out the wall yet again) so excited to see our picture. He pulled out the black envelope and we loved all of them and were deciding on which ones to place on our wall when we were informed of the price. The disappointment of having to leave all those beautiful pictures in the studio because we were not made aware at any point that not all 'photo ops' are alike. We are not writing to complain, perhaps just to let the next couple not have to feel the disappointment we felt.

Booking #C72HZ5 I booked this cruise and put $198 deposit down. The cruise is over 1 year away and I needed to re-book for a different date due to an unforeseeable schedule change. I did re-book from February 2021 to January 2021 and lost my deposit and had to put another $198 deposit down. I also lost a better room and had to down grade to a regular balcony. I would like my full deposit refunded or credited to my new booking #F62GW1. I am a loyal carnival cruiser and cruising my way to diamond! Thank you for your time.

Dear Corporate Complaints,

I am writing today to not only complain about a "system issue" but the complete lack of any resolution from your staff. I spoke with Sherri yesterday to book my cruise (she is always fantastic) I informed her I would be purchasing the drink packages for everyone in our room. However I would look into it online. Last night around 9:00pm I logged in added two cheers packages. 3 bottomless bubbles and 5 value Wi-Fi plans. Once I added the Wi-Fi plans the drink packages showed Free as you will see in that attached pictures. Instead of waiting I immediately went to purchase the package excited of our savings. Especially after I was quoted my cruise in email at 2100 and then paid 2300 yesterday. The system did not allow the purchase to go through at first I thought it was my card so I tried my mothers. It did not go through either still thinking this could have been an issue with my particular bank I took pictures of everything and emailed it to Sherri. I asked that she call me when she gets in so I can finalize my purchase after talking to my bank to make sure they will approve charges for Carnival. When I call I was transferred to David Darling made it seem like I was a complete liar. He stated they never have offered free drink packages so he wasn't sure. Then said it was a system error and there is nothing he can do. He then advised me to Shanisha Ext 7362 who was extremely ride saying I don't know what to tell you your not getting it for that price you can call corporate. She then gave me the number back into the main que. Once I was transferred yet again I spoke with Amy in guest care who was kind and understood my frustration she was seeking approval to rectify the issue but couldn't because they didn't actually charge my card. I am at a loss at this point I have a photo of my cart and a carnival error not an error on my part why is Carnivals customer service not stepping up to keep my experience a pleasant one with them? I would like to have this compensated by Carnival honoring the offer I was given last night. I apologize if you experienced an error on your side that was not my issue. I would still like to purchase the Wi=Fi as well. Please contact me and make this right I do not want to have to start booking vacations with another cruise line when we just became addicted to cruises!

Thank you,

Brooke Emmelman

Was on ship 1/27 to 2/6 - did 2 back 2 backs. Have been on same ship before but was very disappointed this time.
Oceanview cabin windows very dirty on outside, marring views.
Constant sewage smell around atrium - said they were working on it. After 10 days no change. Food in dining room was the worst we ever had. Steaks were overcooked and tough. Mahi Mahi was tough and tasteless, had to turn it back. Baked potatoes were hard and underdone. Other choices not much better. Sour cream was watered down. In buffet - sour cream, butter and jellies were in bowls, not individually wrapped, so they were a constant mess with pieces of food in them. Hot dogs and hamburgers (hockey pucks) and tasteless fruit on Princess Cay bad. Deli in buffet should teach servers how to cut corned beef and pastrami - across the grain not with the grain so chewy you could not eat!
Auto door opener buttons in some public bathrooms in weird locations, not near doors and buckets for tissues were not near doors so you had to go back in bathrooms to throw them away. Not clean!
Have been on over 25 cruises and previously also on this ship but this was the worst. No more Carnival for us.

I have never been so irate as I was On my Carnival cruise on the Sunshine Jan. 20th . In all my cruises I've never been told I can't have a drink "right now". I asked the bartender for a Pina Colada and that was the answer I got In the mean time the bartender On the other side was making one. I went back to my seat and watched more frozen drinks being made. So I went back up to that side and ordered one. The bartender from the other side came over and told him he should not be making them. NEVER have I been denied a drink while cruising. I am 65 years old, it was my first drink of the day and I was told "NOT RIGHT NOW" I guess being a platinum member doesn't mean a thing when it comes to buying a drink. Hopefully they don't treat everyone that way. I will continue to cruise with Carnival but forget about buying any drinks!

my husband and I booked a cruise for 1/12/19 we were unable to board the ship because we didn't have proper documentation no passports or birth certificates I miss read the notice of birth certificates passports liscence and thought we have our license so we are all set. So we are trying to get a refund or credit for a future cruise we have using Carnival for some 30 odd years. I am a senior 78 yrs old and have shown some signs of memory loss my husband is 88 yrs old. I was shocked to see that we were being charged $838.00 for a penalty for not showing up. Please consider our circumstances when you read this explanation.

I worked hard to put together a family cruise; 17 of us altogether. Right off the bat, we experienced technical difficulties with the stabilizing system. Carvival had put our group on the 4th deck, all the way to the front for 5 of our 6 cabins and the motion due to the issues with the stabilizing system was horrible, not only for the intense motion sickness, but safety concerns walking about the ship. I realize motion sickness is part of sailing, but this was excessive.

The ship also experienced issues with the engine (you could clearly see the black smoke from the right side of the exhaust) which affected our sailing times. We missed both ports (Amber Cover and Grand Turk). They did compensate us $50 for each port missed and got us into Nassau for 5 hours, but my group was extremely dissatisfied. Nassau doesn not compare with Grand Turk and none of us had been to Amber Cover before; that was the port we were most looking forward to.

The whole experience was unfortunate since 1/2 of the group had never sailed and this is their 1st impression.

I called to request additional compensation and was told there was nothing I could do and I should feel fortunate they provided the $50 per missed port. We spent alot of money as a group and might be more understanding if we had only missed one of the 2 ports but this was a disaster. I asked to speak to management and was told I could not. I work in business and cannot believe a corporation such as Carnival that is in the service industry cannot be more accommodating to instill good will; for example, onboard credits, drink packages, free upgrades, credit off a future sailing would've gone a long way.

This was my husband and my 4th cruise; we're now going to be looking to another cruiseline for our next adventure. Will research reviews to find the best customer service.

Regards,

Nancy Sawyer

Dear Carnival,

My cabin is 7357. My name is Jerry Britton retired engineer mechanical supervisor, US Army Corp. of Engineer. I have been on several cruise at least 6 or more with carnival. I am going to check and see how much my vacation company RCI is going to charge me for cancelling my cruise on June 11th to June 15th because my mind cannot be put in this place again. The army retired me at fifty to get away from this discrimination. On this cruise with carnival glory was the worse experience I have ever had on a cruise. I felt like a second class citizen when buying thing on a ship two things when buying some shirts at the pool on deck 9 standing there handing the guy the shirts and he took the shirts from the white lady on the right side of me and the shirts from the white man from the left side of me and I was still the first one in front of him they just came up on the side of me. The next time I brought shirts on deck 9 it was a young lady there I handed her my shirts and she put my shirts down and got the white guy shirt out of his hand and wrote out the ticket, and everything she did again another person. My depression and anxiety kick in mind and went to spinning. I had to go to take all my crazy medicine, stay in my room could not think clearly. Security had to come and check on me because I left do not disturb sign on the door when I went out of the room-so long. The lady behind getting shirt from Italy said Jerry I guess big as you are invisible now. She took your shirts and put them down in front of her and stopped doing your shirts. I said I know I am keeping myself ground because this is what the Army did to me for over 20 years made it back to Memphis Sunday. My Psychologist Amy Balentine made an appointment for January 16th. My mind is spending right now. I have already booked another cruise for 12 peoples my 2 daughters and their families my wife, my nieces, a friends and my grandkids. Just booking parts cost me $6, 000.00 thru RCI. I am thinking about having them change do another cruise line.

Thanks for the good times. Enjoyed all the shows, fun times with Cookies-the Cruise Director no problem getting shirts and thing for St Jude .

Best part of the cruise.

Truly from the Hearts-Jerry & Letha Britton

My families members that I brought to Carnival cruise line is 32.
Tammy & Trent Spencer
Roxie & Kenneth Withers
Telis & Tony Clinton
Brenda & Aaron Heard
Archie & Erica Conley
LaShonna Washington

These are my sisters and their families.

This Jamaica cruise was supposed to be a very special occasion that was planned over 12 months. This trip was to celebrate my daughters 16th birthday and Christmas gift. We started out on our journey departing STL Airport at 5:22 am (AA #5068) departure time. Arrived in Charlotte at 8:18 am excited and then the disaster started. Flight AA 1924 was delayed twice and then we were put on another flight AA 1877 that was delayed five times due to weather in FLL and two of the scheduled Aircrafts were broken (mechanical issues unable to fly). Our luggage was never transferred from the previous flight 1924 as promised to the new flight #1877. Therefore, our luggage was just sitting in the open area where anyone could have taken my personal belongings. I did not receive good customer service in my distress they were not able to help. My daughter and I missed the Carnival Cruise for Jamaica and now was stranded in FLL airport unable to get back to ST Louis Airport again no help from customer services. American Airlines could not fly us back since we did not have a return ticket with them. This was very awful due to the only reason we came to Ft Lauderdale FL Pt Everglades to board the cruise.
Unable to return back home that same night we had to stay in a Hotel and find a place for dinner and lunch the next day. Totally devasted and stranded in the Airport until we could get to a hotel. This has caused hardship and stress. I'm seeking a refund for the funds spent on the Airline Tickets, luggage cost, Hotel and food cost expenses totaling $890.71
Airline tickets: $610.91
Luggage fees: $60.00
Hotel Fee: $144.80
Meals: $75.00

I did purchase the vacation protection plan, Per the AON insurance they can only refund max of $500 per traveler.
Good afternoon,
Per below email, I'm very confused on how you calculated the $500.00 for each traveler (myself and daughter).

The cruise rate alone was $649.00 per person totaling $1, 298.00 for the both of us.

Based on our vacation package insurance I purchase in the amount of $190.00. I was told by the carnival cruise representative that amount would cover 100% reimbursements. Included any trip delays or unforeseen and any out of pocket expenses such as Hotel/food/Airfare fees to be reimbursed to the customer.

Please give me an explanation and thank you in advance.

V/r,

Maria Davis

-----Original Message-----
From: Claimnotification@aon.com
Sent: Tuesday, January 7, 2020 8:02 PM
To: REA.[protected]@CHARTER.NET
Subject: Travel Protection Plan - Reference # [protected]

Greetings,

We have completed our review of the Trip Delay claim for Maria Davis.

Within 2 business days a check in the amount of $500.00 will be mailed, along with any applicable explanation of payment, to the following address: 1448 Manchester Drive, Shiloh, IL 62269.

Please note: If you had multiple claims or claimants involved, each will receive a separate email. To ensure receipt of all messages related to your claim, please check your spam folder.

Should you have any additional questions, please feel free to contact us.

Underwritten by Nationwide Mutual Insurance Company and Affiliated Companies, Columbus, Ohio

Kind Regards,
Aon Affinity Travel Practice

I went to the dermatologist because my face and chest has been broken out since i was on the cruise and apparently i have a bacterial infection. The boat was filthy. Let me start there. Besides rust begin everywhere, there was stains in the carpets. the Spa was disgusting. The floor was black and the windows above your head in the Wave pool thing was black and the ceiling was falling on the left side and had debris coming out of it. I didn't have my phone to take photos in the spa but you can just go into the area on the Breeze and check it out yourself. Im sure it has not been cleaned as it looked like that area does not get constant attention. I did take other pictures of the filth. On December 23rd there was a bug in our room.
My room key, id and credit card were stolen from my room December 25th. Went down to guest services and waited for thirty minutes for security to come due a sweep. Security called the desk back and explained that they do not do room sweeps for those type of items. The next night my husbands credit card goes missing from the room. Of course there is nothing anyone can do because there are no cameras in the hallway.

client number- [protected]
Boat- Breeze
Dates- 12/21-12/28
Resolution- Refund

I have two providers getting our airplane tickets (1st - CheapOair) Booking #[protected]. David Anthony Johnson and Kathlene Johnson.
E- Tickets Kathlene Johnson #[protected]
E-Ticket David Anthony Johnson #[protected]
Cost for 2 tickets 2x $196.28 Travel protection $31.90 Paid seats $25.90
Total $478.84 taxes and fee $99.34 agent fees $12.00
TOTAL COST $590.18
airline Confirmation : FNYVRP
Flight from Joplin, Mo. To Newark, N.J. September 29 2020
# 2 (Priceline .com ) Confirmation #GMLIYC E-Tickets David Anthony Johnson [protected] - Kathlene Johnson E-Ticket [protected] - Flight from Orland, Fl. to Joplin, Mo
TOTAL COST $502.50
Carnival Cruise Line Booking 8GZSO5 -Mardi Gras September 30, 2020

Re: Reservation 9RTK43/Sailed Oct. 24, 2019/Carnival Dream, Western Caribbean Cruise/Cabin 11268
On Sept. 13, 2019 I purchased two tickets for the Carnival Dream Cruise. I made this purchase directly with the cruise line. The lady I spoke with name was Marcia ext #85139. Unfortunately I was unable to attend the cruise due to the death of my father. My father pass away on Friday October 18, 2019. Due to this I was not in the move to take a cruise. My father death took a tool on me. Due to this happening I was trying to find out if I could get refunded or credited so I can take the cruise at a later date? I also was informed the day I canceled the cruise that I was booked in a handicap accessible room. At no time did I tell Mrs. Marcia that I was handicap nor did I tell her I needed a handicap accessible room. She did not tell me she was booking me a handicap accessible room. Mrs. Marcia never told me about the plan you can purchase just in case one had to cancel your cruiseand ge refunded. I found out all this information from another cruise line person the day I called and canceled my cruise. Please find it in your heart to help me. If you have any questions or concerns please contact me at [protected].