Cruise.com
Reviews and Complaints

Read carefully about cancellation refund! we were told about the hundred dollar nonrefundable cancellation fee, but we were also told as long as you cancel the trip at a certain date that you would get your $400 deposit back, The company called Princess and Princess said no refund no we canceled before the cancellation date, we even had insurance?. talk to two different agents and was put on hold for an hour on each time,

Very unhappy with this company never again.

I scheduled my first cruise through cruise.com then realized the dates where incorrect. I attempted to cancel it online but it would not let me. I called and spoke to a customer service representative and she said the reservation was cancelled but they had to charge me $100 on top of the $24.95 they charged me to schedule it. I informed her I just reserved the cruise 10 minutes before I called. She put me on hold then came back and stated,"since you cancelled within 24 hours we will wave the fee." I was under the impression this reservation was cancelled. Moving forward I received an email that the next payment would be deducted from my account on a specific date. I attempted to pull up the reservation and there it was still scheduled. I called and spoke with eric edrickson, he telecommutes from nj, he was, grunting and sounded like he was snoring, his dog was barking, he moved the phone to the side and screamed to someone in the background, "can you get my allergy medication." this lasted for more then 40 minutes. He told me that the person I spoke to before him, "didnt do her job." put he will cancel the cruise but they have to charge me $100 cancellation fee. I told him no this is the second time I am cancelling the cruise. He told me his supervisor doesnt come in until 9:00 so I had to wait on the phone. I waited on the phone, listening to his grunting and snoring sounds. Then he put me on hold came back said they will wave the fee and the cruise was cancelled and I would get an email. I got an email a few weeks later telling me when they were taking out my scheduled payment. I called to cancel the cruise for the third time, spoke with kayla ext 33268 who was very helpful and pleasant, informed me she cancelled the cruise and I would be charge $100. I told her no this is the third time I am cancelling this cruise. I spoke with her supervisor arlene who was also very helpful and she waived the fee and sent me an email with the cancellation confirmation number on it.

sailed March 25th on Adventure of the Seas - RCCL-out of Galveston but did not receive the $50 OBC I was promised at time of booking AND two weeks before departure. No response from your HELP line on this issue. Reservation # [protected]. RCCL # 82917! This was booked through Lisa at x 33116 on 10/11/2023. A big disappointment for using your company for the first time

So I called to get my trip information the time that I leave. Linda 3821 was very nasty I asked for her name and number she was like I’m not giving you my number I asked her again for her number meanwhile she telling me information about my cruise I said let me speak to a supervisor she said they can’t come to a busy line. This is my second cruise with this line and I have never had anyone speak to me this way.

I recently purchased a Cruise which indicated I would be sailing to Montego Bay, Georgetown and Cozumel. We clicked on the link to purchase the cruise and Received a message that we would receive an email confirming our reservation within 24 hours. We receive the reservation 24 hours later and it turns out the cruise is to Rotan, Belize and Cozumel which is kind of a letdown. I would like everybody to be aware when dealing with this company that you will need to confirm everything, screenshot everything to ensure that you're not getting scammed as we did. The locations of our cruise are considerably less desirable. Had we known this would happen and we would've booked directly with the cruise line and cut out the middleman. We are in the process of filing a complaint with the federal trade commission regarding their sales tactics. If anyone else has experienced the same issue feel free to reply with your email If you would like to share your experience. It's unfortunate that some companies will resort to these tactics to make sales.

Yesterday (08 July 2019), I tried to book a cruise through you for a trip from Vancouver, through the Panama Canal to Fort Lauderdale on Holland America Nieuw Amsterdam, leaving on 28 September, 2019.

It was billed as special offer for the week of 4th July. It was cheap, especially as it included, apparently, Gratuities, $200 OBC and a Signature Beverage Package, provided the full cost was paid at time of booking. This was for a Veranda (VB) cabin, and the price $7, 334 for 2.

When I tried to book this, I was informed that the drinks package was not included as it was a 'longer cruise'. Admittedly, the web page did say the package was available on selected cruises, but it also said when checking on the package, that this was available on this cruise, as can be seen from the attached.

I have no complaint with Morgan Morgan, who dealt with my application and deal with it quickly and efficiently. I do, however, feel cheated by the offer details as clearly spelled out on your web site.

I had also priced out two back to back cruises on Celebrity Eclipse from Los Angeles to Buenos Aries from 20 Nov 2019, but again, despite clearly offering 2 of 4 benefits, am not convinced they will be available. I have not followed up on these after the current experience.

Usually, like many people, I book cruises on the web, and need to be confident that the information given is truthful and not misleading. Unfortunately, I am not confident in the information given on your site. This is a pity, as often your prices are competitive, but because we are retired, we often only book bargains, or good value cruises.

Regards, Alan Baldwin

My mother-in-law purchased a sip & sail package last summer for a cruise to Alaska (from Seattle) on July 7th of this year. This reservation is for our entire family (ten people), and was to include the sip and sail option, along with a $100 per cabin onboard credit for all of us. My mother-in-law was given a balcony room while the rest of us were given am obstructed view room. I immediately started asking about the sip and sail package since I was not seeing it on the princess.com guest check in feature online. I also inquired about a cabin upgrade and was told, as was my husband months later, that we could not upgrade our room to a balcony view without losing the sip and sail package we currently have.

Our invoice shows the sip & sail package, but no where on the princess website does it show on our own booking (or my in-laws). Only my mother-in-law has the balcony view and the sip & sail, even though she purchase the package for all of her children!

I have been on the phone with both princess and cruise.com today and I am told that we do NOT have the sip & sail package even though it does state this on the invoice from cruise.com. In fact, I was told that upgrading our room isn't even an option anymore…but that had we upgraded it, we could have been given the sip & sail package and the $100 onboard credit.

My husband and I have pre-purchased hundreds of dollars worth of excursions, and my mother-in-law bought this cruise package for all of us with the understanding that we would all be receiving the same package (even with the obstructed view rooms).

I am appalled at the lack of customer service by your teams. Why would a package be sold with a sip & sail option, listed on the invoice, and then revoked? Even after multiple calls verifying the status of this package, no one until today actually admitted the error. My mother-in-law paid well over $3000 per couple (that is $15, 000 total) for a package that doesn't even exist.

I am booked on a cruise to bermuda for 8-10 to 8-15 - the initial booking was made
Saturday 5/4/19 - with a very helpful agent coco williams.. I had a question regarding the obc for the cruise on monday 5/6/19 - I did not call when coco was working so another agent "vmosinski" (email name) - assisted me and told me that since there was a clitch with my credit card we would be receiving an up-grade in our room and an additional $50.00 credit.. Thank you! I am very happy! I then had received a coupon from royal caribbean for my husband to receive a discount or freeplay coupon of $200.00.. And could be used with current offers.. As directed, I called royal caribbean (2x) and was told that the casino royale could not help me because I went thru and agent.. I was going to have to call cruise.com.. After calling cruise.com and attempting to reach coco williams (who has yet to call me back).. I spoke with yet another agent who stated that my booking would have to be "rebooked" with the current incentives.. (btw the agent also spoke with 3 different people at royal caribbean casino royal and was advised of 3 different "excuses" as to why it would not be possible.. Or could be possible and then it was not possible.. I attempted to explain that when I originally booked I was given the free upgrade and the additional $50.00 because of an error on cruise.com end.. (long story short).. The new booking would have cost me more money the obc's would have been a lot less and I would have been "penalized" simply for requesting the casino bonus ($200.00) (code 192rcl516) that states it could be used with other incentives.. I have used cruise.com in the past and like their service.. I have cruised with royal caribbean before and like their ships.. However this "deal" just does not seem to sit well.. And whether I get a resolution or not I will still enjoy my 40th anniversary cruise with my husband. — however I will be less trusting of promotions..

This company promotions are false/fake & unreal. I personally worked for cruise.com in the past before I had enough sense to do my research and realize that they lost their accreditation/trust with the better business bureau (bbb) due to the overwhelming complains from both the consumers an their employees. They miss treat their employees and lies to their consumers to get more revenue. The company overall has a very poor reputation.

I have tried to sign up for their affiliate program to sell cruises.
My contact person was claudia ashboune, who did not respond to emails or phone calls. On one occasion I was tarnsferred to kathy samaroo, supposedly claudia's supervisor. She was rude and condescending with me on the phone. A feew days later I called, and talked with the program director of the affiliate service; stewart lowery. There was not one hint of apology, he repeatedly told me that if I have pproblems with the associates I should not proceed with the program.
I thought this program would work for me, so I filled out the paperwork, including my cc number for the price of the course of $ 349.
To my biggest surprise I found two charges from the company for $349. I tried to call claudia, who of course, was not available. I asked for mr. Lowery, who, of course, is out of the office. After several tries I talked with claudia, who had no idea why I was charged twice.
I asked for an immediate refund and cancellation of the whole program.
I feel that this program is a total fraud, and bbb should investigate it in detail.

Booked a cruise with www.cruise.com. Very poor/slow service. When I went to pay, somebody by the name of Shanih (not sure of spelling) too details and then left me on hold for 15 minutes. Finally came back as if there was not a problem. No offer to let me know in advance and possibly phone me up to confirm the transaction was OK. Asked to speak to her supervisor, another delay, then was told "They are all at a meeting". I asked for somebody to call me. Needless to say nobody did.

There are many of these cruise operations -- suggest you keep away from this one

Booked online with cruise.com a 7 night hawaiian cruise on ncl. I booked now because of the deal ending for "no deposit". Turns out I was charged a deposit and service fee. So I called to learn that I had to call the reservation in to get the deal (but the site did not say that)... I aske them to honor it and was told they can not... Now I am cancelling the reservation and have to pay a cancellation fee of $100.00. Never again will I use this site and I plan to tell anyone who can see it on social media not to use them either.

Booked a celebrity cruise during a 1 2 3 event. Agent told me to choose beverage package and on board credit as they (cruise.com), were including gratuities. Booked veranda cabin. Called after prices went down and added money to go to aqua spa category. Agent said deals still in effect. Ship charged us for gratuities. Sent an email from the ship to get cruise.com to fix issue. Received email after we returned saying that gratuities were not included at that time. If that were true, why would I have selected a $75 on board credit instead of gratuities? This was our third booking in 1 1/2 years with cruise.com. Recommend not using them as they are misleading customers. Gratuities came to $175 total for the two of us.

I booked my wedding cruise with cruse.com and was promised a tour conductor berth (discount for our room) with booking through them. Through many emails and phone calls, and a lot of communication issues, along with awful customer service. I was told throughout that I would be receiving the rate and would qualify. Now, they tell me i'm not eligible and will receive nothing. Cruise.com screwed up on booking my wedding dinner, had issues with every aspect we worked with them on and made my wedding far more high stress than I could imagine. I will never book through cruise.com again, neither will the 24 people who joined us on the cruise, and I certainly hope your customer service improves drastically. Way to absolutley ruin what should be the best moment of my life! 11 rooms, including 4 of the most expensive suites on the ship, and I get horrible service from this company. Next time I book a $13000 room, i'll be doing it through anybody but you!

Cruise.com advertised onboard credit of $50 per stateroom - verified with heidi at x132 at cruise.com booked cruise and was told that the onboard credit does not apply to this. Have printouts stating this and converstaions with cruise.com but basically the supervisor said they are not honoring. Do not book with this company. As several other people stated, they false advertise just to get you in.

I was giving royal caribbean gift certificates for xtmas. Contacted cruise.com due to incetive (only reason - pre-paid gratuities). As requested, provided reference code over the phone to agent. She consulted with rc and indicated that I will be able to use these if book with them. I booked and paid in full... Days later she comes back saying that rc was not accepting the certificates... Not a good way of doing business... Bad bad bad... I contacted the supervisor and again... Rc was not acceting the certificates... Why I was not asked to give copies before the booking? Was she in a hurry to meet her dec goal? Year goal? Solution: they took my pre paid gratuities away and gave me a 200 credit. For this I couldve booked the cruise with rc directly... Eventually they all (online travel) going to go out of business. I am done with them.

Cruise.com advertised a $175 on board credit plus your choice of a free bottle of champagne or a free dinner at a specialty restaurant on the ship. This was for our cruise on holland america's maasdam on dec. 6/10 out of ft. Lauderdale. Once on the ship - I noticed that the "free" bottle of champagne was not in our room so after a couple of days - I inquired at the ship's front desk about the on board credit and champagne but they had no record of these credits. At the first port of call, I fired off an email to april ueno and received my reply the next day in which she claimed that she knew nothing of this credit offer... Which was strange because they were offering similar savings on other upcoming cruises. Upon my return home, I contacted a supervisor at cruise.com (m. Roman) and complained - I even attached a copy of the offer that I had saved when I made the initial booking. This "supervisor" could not not even bother to reply to 2 emails or a voice mail message. As far as I am concerned cruise.com should be be renamed cruise. Con.

My experience booking with cruise.com has been completely unsatisfactory and unacceptable. After seeing $100 SBC for Norwegian cruises on www.cruise.com, I booked a cruise with Chrissy at ext 443 in December 2010. She confirmed at least twice during our phone call that my booking did include the $100 SBC and a complimentary bottle of wine. Other on-line cruise travel agents were also offering the $100 SBC, but I chose to book with cruise.com because cruise.com was the only site I could find offering $100 SBC AND the complimentary bottle of wine (the price of the cruise was the same as on other sites). I was very careful to ask Chrissy specifically about the promotion, and she confirmed verbally at least twice during the call, that my booking definitely included $100 Shipboard credit and the bottle of wine. When I reviewed my cruise confirmation documentation that Chrissy emailed me, I noticed that there was no mention in writing of the SBC or wine, and I immediately emailed Chrissy on December 22nd asking for confirmation in writing that I could take on the ship with me. I again emailed on Jan 5. When I still received no response, I started calling and leaving voicemails between January 5th and January 11th. I also logged a query on January 11th through the cruise.com on-line “Contact Us” form. Today when I tried to call, I didn’t dial Chrissy’s extension but instead spoke to Angelica who happened to take my call; she indicated that she didn’t see anything about SBC or wine on my reservation. So now I am very worried that cruise.com is probably not going to provide the package that was sold to me. I could have booked with another travel agent and received the $100 SBC, and I wish I had. This has been a horrible customer service experience.

Web site advertised $175 on board room credit, travel agent leslie promised once we arrived on the cruise ship credit would be already on our account. Once on board ncl informed us they knew nothing of this credit and to contact cruise.com and they would make it right. Day after returning home from cruise contacted cruise.com and was told to prove it. My advice to all folks don't use cruise.com. If you decide to use them any ways make sure you get proof of everything in writing and don't make final payment to them till you get everything in writing.