Carnival Cruise Lines
Reviews and Complaints

Originally planned a carnival cruise for October 23rd to October 27th 2017. I had to change date due to having a severe operation with tibia being cut in half with a rod and screw placed internally . Which had to be changed due to needing a wound vac and possible infection if not staying on in home nurses and home bound. The date was changed to February 5th 2018. I was charged additional cost to have to change. On February 5th when checking into long beach California with my friend/escort with my crutches and needing a wheel chair my friend was denied access due to just having a California drivers license and passport not up to date and not receiving birth certificate in time in the mail, had to be mailed due to year of birth 1958. Which had tried earlier and only being mailed. I was given a guest care department business card and asked to call. When calling they said" the only thing I could do is apply to reviews at carnival .com" My operation was August 17th 2017 and only being released from trauma surgeon in August of 2018. Yes it has taken one year to finally to be released. I was very disappointed in never no questioner or concern in being charged excessively and having to cancel and ruin my recovery vacation. Booking number was 6WL2F3. I even had applied for the carnival cruise mastercard which after paying off I will most likely travel with another cruise line. Due to lack of concern for individuals that go thru hardship and unseen circumstances. Thank you wish my experience would have been better

Carnival Cruise Lines, I am a mother of 3 daughters ranging from the age of 6-9 and they loving cruising just as much as we do. They look forward to swimming the most on the cruise. On the first day of the cruise, Carnival Ecstasy, the pool was packed mainly with adults consuming alcohol...which is perfectly fine to an extend. There was one adult in which consumed way more than they should have in which resulted in them vomiting into the pool. For that reason the crew members had to shut down the pool from about 5 pm until the next morning. While I understand why the pool was closed as it needed to be cleaned for the safety and sanitization of the guest, I do think that the crew members have a responsibility to make sure that if an adult is intoxicated that they do not continue to server them alcohol or ask that they refrain from swimming while consuming. This was a big let down for my daughters who looked forward to swimming into the evening hours the first day.

Jen Drake
267 Whispering Pines Cir
Rochester NY 14612
2nd time cruiser on Carnival

Where do I begin? = Cruise / Carnival Conquest - 8/6/18 to 8/11/18 Booking 3BJT39 / Stateroom 7404

The purpose of this cruise was for us to spend time with our boy who is in the Army & being deployed in a few months to Afghanistan. 1st - the ship is showing wear and I understand that being in the hospitality industry. This is something that can be overlooked by excelling in other areas which did not occur. I DO NOT understand or accept filth - 1st morning breakfast for the buffet, we were up at 5am and went for coffee and had to wait to 7:30am (which the staff enforced) for a hot breakfast (not continental). While having our coffee we noticed areas on the floor with food and waited for the staff to pick it up - which they did not. Staff oblivious to the cleanliness of the areas and tables. Went to smoking area with our coffee, came back for refill and went back till breakfast. 7:30 - food still on floor. Went to buffet, came and sat down - all tables were not wiped. We finally got the attention of a male server and he picked up the food and wiped the tables. This was a common occurrence every day / every meal. Then on the last day - I had purchased the internet as I had to confirm shuttles, pre-boarding passes, cancel reservations, etc... (my boy had purchased it earlier in the week to download a program which he was unable to do). Being that my business was standard and email - there should have been no problems - WRONG! From the time of purchase throughout the WHOLE DAY - I WAS UNABLE TO CONFIRM ANYTHING. I tried 5th floor computers, Lobby computers - NOTHING. Went and retrieved my laptop and tried - nothing. I asked many employees for assistance (Stefan, Jaime, Serhi, Guest Services, passing by employees, etc..) Stefan was the most help - there was 8-10 of us on the 5th floor and he tried for like over an hour to help us. He was finally able to get through for a guest with their boarding pass but no one else. I was told to try the library, to try guest services, to walk with my laptop on the different floors, to try to take it on the top floor, on the buffet floor... everywhere . I finally signed off with 16hrs & 36min left because I passed the deadline for cancellations and confirmations. for almost 8 hours I tried to get through - I even tied up one of the computers on the 5th floor and going back and forth with my laptop.
I wasted my whole last day of my cruise trying to take care of items that needed to be done with no being able to accomplish anything (I have plenty of computer shots to show you as well). Then ti make matters worse - I missed lunch and the chocolate extravaganza as well (when I asked the staff about it - they informed me it was over).
Also - on one of the days after the room was made up - we could not locate the remote for the TV. I searched and searched and unable to locate it. After about 20 min. I attempted to call Housekeeping- no answer. I then tried Maintenance - no answer. Then Guest Services - on hold forever and then hung up on. 1 HOUR OF FRUSTRATION - I finally hung up and went on the balcony. When I was coming back inside - I spotted the remote on the windowsill but the curtain was closed and we did not see it.

Do not offer internet and inform your agents that it is not available. According to your staff - this was an ongoing problem and all they could do was apologize. When I asked if upper management was aware - all staff stated that they knew because it was a constant problem. I have SEVERAL PICTURES but system is not allowing me to download / attach. Please provide me an email where I can send them too.

Dear sirs
From Harry Malbry
We were to sail next Sunday from New Orleans and our room was cancelled and all our monies returned to our credit cards. I believe it was due to an misunderstanding between a bartender and myself on the Hawaiian in December 2017. I want to apologize for my behavior towards the bartender for I had too much to drink at that time and I meant no harm to anyone.

I am asking that you reconsider your decision to revoke my present cruise and allow me and my wife to resume our vacation that sails in less than one week. I want you to tell the bartender that I am sincerely sorry and that It will never happen again.We have been sailing with Carnival for over seventeen years and would like to continue our relationship with Carnival cruise lines
Sincerely yours, Harry Malbry

On August 4, 2018 me and my sister were due to travel on Carnival Sensation for a 5 day cruise. Unfortunately our flights were cancelled from NYC to Miami on 8/3/18 and a rebooked flight on 8/4/18 was cancelled also. Tried to get another flight to the first cruise port but there were none getting there in time to board the boat in time. I am requesting a refund reebook anything because we both lost a lot of money due to this situation. Just want to be able to enjoy my vacation that i missed very upset and frustrated. can send in supporting documentation if that helps in any way
BARBARA FIGUEROA BOOKING#1kqt03
SHERYL CARRILLO BOOKING #1GCB13

Took the family for the first time in cruise, so determine to save every moments with the uncertainty that it might be the last, knowing that my husband might not like it because he easily get motion sickness, I pre purchase the pixel plus digital package also we travel with Grandma for this trip so also bought online matching custom personalize name made shirts for that trip for everyone, I want to make sure all the memories will be kept. 7 days in carnival breeze July 1, 2018, it took me by surprise my whole family fell in love cruising from the food, entertainment and excursions. We had 2 cabins 7250(mine, husband and 16 year old son) and 2nd cabin 7248(grandma &daughter). The pixel package were purchase under my name Rosalie Anaya 7250, I chose the usb instead of prints but so sad that as soon that I previewed it at home, pictures only in 7248 was save and none in the main cabin 7250 which is the most of our pictures was used. I submitted the claim from carnival website from the day we got home 7/8/18sun and also phone called the next morning when office opened, just want to submit every detailed info for the fear that they might delete the pictures. Been calling so many times and Up to now 8/14 still no updates given them phone numbers and email address, with today's technology how hard is it to inform us of any Information?

Good day Sir/ Madam

I am Mrs. Aurea Bullock and I'm writing you to let you know how much I've enjoyed cruising on Carnival cruise line. I was invited by a close friend of mine who is Diamond status with Carnival and I have been Cruising ever since. The Valor twice, the Liberty, and the Breeze to name a few I've cruised on. But this time we selected the Fascination.

I must tell you my experience was GOD AWEFUL! We boarded in San Juan on 7/29/2018 for our 7 day adventure my room was E201. Once in the room I requested they come and fix the T.V. because of the bad reception couldn't see the picture. Also the bed had a very noticeable dent in the middle. Some workers came changed the TV but to no avail. They put some foam under the sheets but of course once I laid down for the night the form just went down with the mattress.. My stateroom steward was Mr. Yayan. No mini fridge for the on board purchase I made to keep my waters, soda, cold like the previous ships. The guacamole and sour cream made my boyfriend Mr. R Green and his friends girlfriend Miss. Evans who also traveled with us very sick, for two days their stomachs was bad and they didn't go to lido for food! there room was E197. The cruise director didn't do so great either. Then At dinner the speaker spoke in Spanish and nothings wrong with that BUT English should have been next to accommodate us ALL.

I needed to share this with you because for the life of me I could not understand what happened to all the great qualities I experienced from my prior cruises. I'm back home and my Hip is killing me from the dent in the mattress I believe. But this one BAD experience won't stop me because I'm already in love with Carnival and will be cruising next summer on your new Horizon ship.. I will have my co-worker with me for the fun on the Horizon ship then they too will become VIP's. Please, I know you deal with guess On and Off at a constant basis. With all that's been said can you please give some Incentives, another trip, Refunds, etc. Some kind of accommodations would be GREATLY APPRECIATED.
With kindness and understanding Be Blessed

Mrs. Aurea Bullock
2101 Madison avenue apt 11D
New York, N.Y. 10037
[protected]

TO WHOM IT MAY CONCERN,

I booked a trip and I was total that it had to be paid in full by July. I was told by my traveler coordinator Brandon Bell,
that I hadn't paid the remaining balance by the date specified. I was told they contacted me but I do not have any
emails or text messages confirming that. I think they contacted Charles Domingue and not my email address
that Carnival has on file. (Here is my email: jfrank944.[protected]@gmail.com)
Therefore, I'm asking that you give me credit for the 900.00 dollars towards another cruise at a later date.

Thank you
James Franklin
1HWV18, 1GJP26

Hi,
On July 9th, 2018 I was supposed I traveled from New York to Florida, Port of Miami, looking forward to sailing on Carnival Victory. The booking number is 2TZC76. Because my flight was delayed, I called Carnival to let them know that we were in transit, but delayed approxiametly 1hr. At which time I learned that the insurance which I requested at the time of booking was never honored.PS Having arrived at the Port we were told we were not going to be able to board, Since the gate was already closed. I was accompanied by my son a 10 yrs old and told with no remorse or sympathy there is nothing we can do to help you. We were left stranded at the port with one to call and no assistance. The ship remained at the port while we begged and pleaded for another 20 minutes, which I felt that carnival representatives and staff should have made some attempt to help us in some way.Instead the closed the door and left us standing in the middle of nowhere in 100 degree temperature.
I have sailed with Carnival several times and was applaud at the treatment we received that day.I have made several phone call since the to seek some form of retribution, in the form of a credit or another opportunity to reuse the funds of $1100.00 for the cost of the package. The travel agent suggested that I file this complaint on line to see if there is anyway you can help me with this misfotune.

Would you kindly look into this case ! My email is [protected]@gmail.com
Ph. [protected]
Thank you,
Ms.Kimberly Todd

On July 8th 2018 I was suppose to sail on the Pride with a friend with a medical condition. Ms Johnetta Nelson needed oxygen tanks but none were able to be supplied by Carnival. Ms Nelson was told to leave the ship because she could not be accommodated by Carnival. Since she was oxygen dependent and I was her ride home I had to leave with her. I was told by Guest Services that I maybe eligible for a refund. Thank you for your attention to this matter. Booking number#1SSH40 and I am Ms Jacqueline Hill at [protected]@live.com

7/30/2018
Victoria Grab [protected], Charles Grab [protected]
Carnival Cruise Line, on July [protected] we sailed on the Vista. We very much enjoy cruising and this was our 15th cruise. We have sailed Carnival 4 times, Royal Caribbean 9 times, MSC and Norwegien once each. We had not sailed Carnival since 2010 because we enjoyed the bigger ships and wonderful service provided by Royal Caribbean. This year we decided to give Carnival another try because we had read that the Vista was the newest ship (maiden voyage 2016) and it was reportedly voted the "Best New Ship". Three days prior to sailing we received a call from Carnival with an offer to upgrade to a Suite. We have had suites on other cruise lines and very much enjoyed the VIP treatment and extra room. Imagine our disappointment when we observed the condition of our bathroom tub shower area growing "Black Mold/Mildew" ? For Heavens Sake, this is a NEW ship and it is a SUITE ! After complaining about the mildew the cruise line gave us $150 added to our ship account (for the inconvenience of having to leave our stateroom for the 3 hours it took to clean (paint over) the areas and allow them to dry. Walking around the ship while this was happening we noticed Mildew growing all over the flooring around the pools (especially the kids area) . We enjoy our cruises, we bought the best internet package, $1700 worth of photos, and drink packages. We do not feel compensated for the inconvenience and disappointment in our Suite and would like to request a refund. Photographs attached and If you need more please advise.
Charles and Victoria Grab
155 Lake Caroline Dr, Ruther Glen, Virginia 22546
I look forward to hearing from you.

In great anticipation of celebrating my mother's 80th birthday with 37 close family members Carnival was a great disappointment. The customer service was appalling and disrespectful. Diversity training should be number one on your list. I should be contacting a lawyer instead of filing a complaint that most likely will be ignored. Details will be provided upon your response. In planning this celebration I anticipated a fun relaxed time. Instead we encountered great hardship in getting dining accomendations for 31 not including the 6 who booked independently. How can you celebrate such a milestone with the matriarch sitting 3 tables away from her great grandchildren? We were not seated together after speaking with the dining room staff upon embarking. He was very disconnected, rushed and showed a lack of interest in my requests. On the second night he became argumentative and annoyed, which is not a characteristic of a servant leader. He only tried to find a solution when I told him how displeased I was and would never travel Carnival again. This set the tone for the wait staff who seemed less servant in serving us nightly. We actually skipped a few nights of your "fine dining" due to not being bothered with the attitudes of your staff. By no means was this displayed by all, there were a few that was deserving of mention for outstanding service. Details to follow in response. The ladies pampered party was the icing on the cake. There was one women passing out the list of specials who blantly showed disrespect and bias. She choose to only ask the 4 in my party to share the list although she had given everyone else individual copies and appeared annoyed when asked why. She also totally ignored us when passing the samples of products to use. What happened to customer service for all paying guest? Where was the diversity in the games, hasbro and love and marriage? Minority's were totally overlooked in both. Check your tapes, all contestants should have been recorded. This was the same on my last cruise with Carnival about 3 years ago during spring break. Your service was suboptimal and training of staff is unacceptable. This is a management downfall because it is a system wide problem on this ship. There was more poor service due to poor training than Starbucks who quickly identified and corrected the problem without hesitation. I cruise at least twice a year with another wonderful cruise line and enjoy looking forward to many more upon my soon retirement. I am also a servant to the public in healthcare and would be appalled for my staff to treat anyone as we have been. Bias has no place in the public and should be recognized long before it reaches this level.
I take full responsibility in some of the issues with dining due to an error with my travel agent on 3 cabins being booked with the incorrect dining time, which will be addressed. Also 6 in our party who did not link to the group and apologize for this oversight but the behavior of your staff can't be ignored. The room service could not get any worse. Why are we asked if you want your cabin cleaned and how many times. This is a first in over 15 cruises. Many in our party had to call to get the cabins cleaned especially after showers to remove sand from the beach.
I would like the opportunity to discuss these issues and opportunities for improvement with competent staff who wants to make a change. A standardized response will not be acceptable.

Booking# 2TFZ79/2TFZ61
SAIL DATE: July 2-6, 2018
SHIP: Carnival Inspiration

Our family are loyal Carnival cruisers. There have been times when we experienced disappointments on our cruises but this one takes the cake. My husband, 2nd eldest and myself were celebrating our birthdays on this cruise. There were many issues however the more important ones...First the beds in one room was supposed to be put to a king, not a big problem however by doing so the bed would be against the wall where the tv is making it inconvenient to watch tv. We booked two adjoining rooms and when entering the room it was separated into 2 twins with one bed blocking the adjoining door to the other room. Now in order to open the door the bed had to be put almost halfway under the desk. Why would you have an adjoining room with the beds against the door? Second, while waiting 15+ min to debark at Catalina a staff member then tells us that that section is closed and we need to go to the other debark location. There was about 15 of us that were saying that they could've told us sooner since they were just standing around conversing amongst each other. Third, it was our first and of course after that experience our last time with any spa service. The massage was horrible not worth the money, the lady spent most of the time fiddling with things. Very pushy on the upsell and wasn't made aware that it was auto gratuity, because that service was absolutely not worth that much of a tip. Lastly there was a female staff member in uniform with her name tag on, unfortunately I didn't bother to remember it, who was completely engaged in her phone when entering the elevator. I asked her what floor as to press the button for her but she didn't acknowledge me as she was too busy with her phone. I don't know about you but at my place of employment cell phone use isn't allowed in guest areas so not to take away from the guest experience. It's not like the good ole days when just about every crew member you pass greets you. Now hardly anyone wants to make eye contact with you so they don't have to smile or say hi. I truly miss when I could walk away after taking a Carnival Cruise and feel like that was awesome. Please address these issues as we still have faith that the next time would be better.

The Port of Charleston July 19, 2018 Booking number: 3PZP19

My name is Lashonda Miles the registered party of the trip with two accompany guest Christian 12 and Laila 9. I am a first time cruiser. I missed my check in time but arrive at the port at 3:20. We could see the ship in the background as we were driving up. I could see the excitement on my kids faces when they seen the ship. Greeted by the security guard, I'm here to check-in and she said I can not let you in check in is close. My heart dropped to the bottom of my stomach and I saw the disappointment on my kids faces. I felt helpless. I called Carnival customer service the agent who answered did not get my booking number and explain to her the situation. The agent said there is nothing we can do we to follow the port rules. I felt being so close there could have been something since I had already pre registered. I also, purchased shore excursion the Atlantis Beach day & Discover Atlantis. I hope I could get a rain check, refund, or schedule another cruise somewhere else. This was a lot of money for me to provide toward the trip.

Hopeless
Lashonda

We were scheduled to set sail on the Carnival Victory July, 16th 2018. After 15+ hours of travelling, we arrived at the port of Miami ON TIME prepared to board the cruise. After giving the port staff our confirmation number they informed us that our reservation had been cancelled on June 7, 2018. This came as a shock to both of us as neither of us had ANY knowledge of a cancellation of our cruise, and if we had, we wouldn't have wasted the time and money to get to the boat. Not to mention we had been saving for this cruise since JANUARY & were both really excited to go on our first cruise together. Why on earth would we cancel?!
At the port we were instructed to call customer service who, at first, informed us that it was a systematic cancellation. THEN after further questioning she told us that one of us had cancelled it. We asked why we didn't recive any notification of the cancellation and were told that there was an attempt to send an email but it failed. How unprofessional! While we were on the phone getting the "run-around" from customer service, the port staff began to close the port doors, told us there was nothing they could do and left. Leaving us stranded on the port with our luggage, trying to figure out what to do next. Since our return flight was scheduled for the 20th, after the cruise, we had to contact the airlines to move our reservation...and the only flights available were for early Tuesday the 17th. So from 4:00pm Monday to 5:50am tuesday, we spent almost $50 in uber rides to get back to the airport/ find something to eat. Then we were stuck at the airport for 9hrs, sleeping on hard chairs until our flight.
After multiple calls made to customer service since our return home, we have still be unable to resolve:
1. Who cancelled our trip and why
2. We would like to see the cancellation confirmation email /Where is the proof that one was sent (because apparently customer service cannot resend the email nor show us proof that one was sent)
4. We should be entitled to a FULL refund of our cruise since it was cancelled without our knowledge.
5. We would like reimbursement for our airfare & shuttle expenses that couldve been avoided if we had recieved proper PROFESSIONAL communication.

Thank you.
Shamar and Nydia, booking# 2CMM81

7-17-18
I booked cruise with Clayton Dorsey for my husband's and my WEDDING ANNIVERSARY, July 9, 2028-July 14, and bought cancellation, insurance.
I was having health issues, so we changed sailing date to following week,
July 14-July 19, and then received notice from doctor I had to have surgery and surgeon was not letting me travel until 5 weeks after surgery, July 12-August 20, 2018, so I called booking agent and supervisor, Rocky, allowed us to change booking to December 22, 2018, to give me plenty of time to heal. I was told I would get full refund of first booking on my credit card, except for $208. port tax, and transfer of second booking payment to the new December 22, 2018 sailing date.
I can provide a note from the surgeon to this affect.
Thank you, Marcella Lee Ball

On the next to the last day of my cruise (6/8) I was compelled to purchase photographs of our family aboard the Carnival Magic. Five photos were downloaded and paid for with Sail and Sign credit (approximately $90). As of this date, despite numerous attempts and search efforts, I have been unable to determine where the photos downloaded to. I'm very unlikely to cruise Carnival again if this problem can't be resolved.

I sent this message in March 2018 to Carnival Cruise line customer care team and never heard back.

Do you have a contact I can call or email? I would like to email them My confirmation and deposit paid for 2 cruises from Royal Caribbean. The Haase's and us booked New Orleans 7 day and And Julie &1 booked a another cruise out of Seattle 7day. This is not to rub it in your face, but I want Carnival to know that they lost over $10, 000 in bookings so far and I think I'm booking one more in April. All i wanted them to do, was do the right thing and not act like nothing happened on my Mobile Cruise on the Fantasy. I called Carnival the day I got back. I know it was foggy, but how they handled it really bothered me. we waited in line for hours, there was no leadership at the port . When I told the reps there that I was priority and where do I go, she Answered "Everyone is Priority and go in the line".We lost the first whole day and part of the second day of our cruise( Because we had to sleep in—went to bed after the safety drill 12:00am.) I spent over $200 in Mobile that I wasn't planning to spend because we had to eat 3 meals and had to pay a hotel to squat there all day(too hot to stay in the car all day). We went on this cruise only because of Cozumel and it got canceled. I only paid $333 for that cruise, If they would of put a $100 or so credit towards the next cruise or a percentage off, I would of been happy. but they couldn't even give a free drink out. very very sad. They had us as customers for ever and all they had to do was give us good service and be fair and practice good business. here's a tip to Carnival —— when you have loyal customers, don't take them for granted, just give them the product and service they deserve and you will keep them as a customer forever, but don't and you'll have to spend millions of dollars in specials and adds giving discounts to get them back when you all ready had them, just keep them. I'm glad the cruise industry is so strong now but if it dips again, Im sure carnival will regret there choices, I cruised during the recession.

G. G.
Platinum member [protected]

Good evening, Just get of the Carnival Glory, was ups and downs, but overall ok . I was at dinner with friends and our waiter was so overwhelming, we had some drinks on the table, he offered to get us some shots on him, so the bar Waitress came, we did not take any, we had already, but he get some shots at the service stand . That would be not wort mentioning, but later in the evening we sow him around and he was almost scrolling on the floor in our corridor, he left behind door for employees. He was very intoxicated and hope he will be better.The waiter name is Walter . Over Drinking on the ship is not a great idea I think, it's not safe for himself or the guest, only if he is all day off after to take a good rest.

June 24, 2018 my best friend and I were so excited for 4 day cruise. With my first vacation in 12 years, surviving a stroke and losing my eyesight in one eye, and my friend caring for her parents and losing 1 to cancer + managing her antique mall and ‘Behind the Scenes" business this short getaway was long overdue.
We go to the dome to for security check and X-ray baggage. We still Ike of how we were ‘hoping' there weren't be too many kids on board'. The 2 security personnel started laughing, one replied, ‘they didn't tell you, did they?' This ship is full of children with a national child dancer competition.
This was the first we heard of anything to the contrary.
Disappointed but still optimistic, we boarded the ship. After we set sail, we went to pool area, there were jacuzzi with wall to wall children, over capacity with no supervision. Went to bar, and had to wiggle between 2 small children on bar stools coloring in their books in order to get a drink, dancers running in formation up/down hallways screaming and yelling for hours on end. Needless to say not much sleeping took place.
Went to Customer Service Desk and was told ‘this is an average amount of children on board' and did not seem to care a bit, ‘wait to get your survey when you get home' or call the 800 # was all the solution she offered.
Many passengers on board that like us were not part of the 1600 dance competition passengers, were very unhappy as well, we did do a survey on board and all said this was definitely NOT the average amount of children on any of their past cruises.
Had we been aware when booking cruise it would have a national dance competition on board that they are hosting and catering to, we would have chosen a different date as would the passengers I spoke with