Cruises.com
Reviews and Complaints

I booked a cruise through the World Travel Holdings division of cruises.com. Confirmation #180-[protected].

$214.99 was prepaid in June, 2017. The invoice and confirmation indicated that the remaining balance of $2, 067.56 was due on 11/24/2017. This is in conflict with the $500 "company payment" which was to be applied to my credit card on 11/14/2017. If $500 was to be deducted on the 14th, then only $1, 567.56 would be due on 11/24/2017. Yet, in bold type, the invoice and confirmation indicated the remaining balance of $2, 067.56 was due on 11/24/2017. Since the credit card I had used for the prepayment in June had been closed due to fraud on the account.

I called cruise.com on 11/21/2017 to advise them of my new card number. I was then informed that the reservation had been cancelled due to the $500 being declined by my credit card on 11/14/2017. I can only assume the two emails that they supposedly sent advising of the declined charge went to my span folder. Though, cruise.com had my home phone number and never attempted to call me. Upon speaking to a supervisor, who goes by C.J. Mays, I was informed that at this time all Superior Oceanview Stateroom with Balcony rooms were fully booked. I was only interested in reinstatement of the original room type I had booked and at the original price I had contracted at back in June. She was unable to do this.

I did receive today an email indicating that $90.00 of my $214.99 was being refunded. I asked C.J. for the balance of the prepayment to be refunded to me as well. She said that $100 would be refundable only upon me booking a new cruise. I informed her that under the circumstances I would never again use cruise.com as an agent to book a cruise. Though very polite during our conversation, she continued to refuse the full refund. She did say that management was aware of the confusion caused by the conflicting payment dates on the invoice and confirmation. Thus, I feel the error of this circumstance fully is due to cruise.com's incompetence.

It is poor enough that we won't be able to enjoy the cruise in March (our 10th wedding anniversary is in March 2017), but cruise.com is also retaining the $124.99 prepayment I made. This is poor customer service, as this situation should never have occurred. Since cruise.com was unwilling and/or unable to re initiate the reservation in its originality, the least they can do is make a FULL refund. The original cruise adviser who booked the cruise for us in June was a Lindsey Ray. She is obviously no longer employed with cruise.com since her phone extension is no longer working. We were never notified of this, and thus another breakdown of customer/business communications and relationship. I look forward to a refund of $124.99 and perhaps an apology. This was to be my 2nd cruise in the past 35 years and my wife's first cruise ever.

This could all have been avoided by cruise.com not offering to pay the $500 deposit. I would been okay with paying the full deposit at the time of booking. Yet, that was part of their "promotion" and it ended up being the cause of the problem. I am astounded that even though cruises.com admitted to the confusion caused by their invoice wording, they would not concede that they had cancelled the reservation erroneously. Since they were either unable or unwilling to re initiate the original booking and at the original price, it is appalling that they want to retain the $100 cancellation fee and the $24.99 processing fee. It wasn't I who cancelled. It was they and their poor customer service/policies.

I recently put a deposit down on a 5 night cruise of $320.This was 3 weeks ago, this was a gift for my Pastor.At the time he thought he was available to go, but later he informed me of a previous engagement (conference)plus his schooling that he would not be able to go then or anytime this year. He asked if I could just cancel the reservation and this is were it all began. Upon calling Cruises.com I was instructed by several representatives-Aretha, meme, etc that there would be a $100 cancellations fee ( on a cruise 6 months out) and I also had to pay for the travel insurance $95 (even though nobody would be using it).I was back and forth on the phone for 4 hour to no avail
Out of $320 I would be refunded only $125. The representative did not disclose the amount to me in our conversation at time of purchase or about the travel protection being nonrefundable after 10 days. Beware public. Also when you pay with your credit card your payment will automatically charged on your card on the due date. Beware. Sometimes they fail to tell you this. I've booked with this company twice before but never again. I'm very upset and disappointed at the quality of service and hidden money grabbers. I was offered a $100 credit voucher for a future cruise with them but turned down because they are not trust worthy.

I have been on four cruises and each time I always go through the cruise line but I thought I would try them for once because my mom was using them and I can honestly say I will NEVER EVER use them again. Spent a lot of money and they told me when I booked the cruise that we will get on board credit per person for getting the balcony room and 19 days prior to cruising I called just to see how much on board credit we had and they tell me we don't have any and that we had to fill out a form in order to get our on board credit 20 days prior to cruise (one day late) I have talked to multiple agents making payments and having other questions but not ONE of them ever told me we had to fill something out in order to get our on board credit, needless to say when I called to check the lady was very rude and talked to me like a was a child. I guess everyone has different experiences some good some bad just be careful when using cruises.com they tell you one thing when booking and something different when its about time to cruise I just don't think its right to tell someone that they get on board credit so they count on that extra money and then take it away from them.

I booked through cruises.com to save 75 over the Carnival site. I was concerned we would need to cancel for work reasons when I booked, and very specifically asked about cancellation fees. The lady I booked with said there was no cancellation fee, and only the cruise line cancellation policy would apply, and that the booking fee of $25 was non refundable which I would lose. So I took her at her word, and placed a higher "refundable" deposit with that assumption.

Today I called to cancel, and the lady I spoke to today mentioned that there is indeed a $100 cancellation fee to cruises.com, and that it said so on my invoice. Of course, once I went back and checked my invoice, that was indeed the case right below the cruise line cancellation policy. Of course the invoice comes after booking so... maybe I shouldn't be as shocked as I am, but considering how specific my questions were when I booked I am still extremely disappointed.

While they were quite friendly on the phone, blatant lies or really wrong information don't exactly sit well with me.

Have an e-mail from them stating they would credit our Celebrity cruise with a $400.00 credit. We never received it while on cruise and I e-mailed
Susan Traver, ( while on the cruises and later when we returned.) Susan was the agent that handled our cruise and have had no response in 10 days. Celebrity was notified about their breach of trust and after reading all of these complaints I would not be surprised if they can stay in business. We were on the Asian Allure Southbound (Hong Kong to Singapore) We will never use them again.

Called Cruises.com to book a cruise. The price quoted was $50 more pp than on their site but when I went back to look the price was now $50 more. Not a big deal so I booked the cruise and paid in full (over $3300 total). The next morning the price was down by $50 pp so I called back but I got a message machine. Left 3 messages in 3 days for my TA with no return call. Finally called to talk to anyone about the issue and was told that I could not get a reduction because I paid for the cruise in full. I then looked through their site and saw they have a price match guarantee if you find the cruise advertised for less they will match that price - called back and asked for the price match and was told no, I would have to ask for that when I booked. I asked for a manager and was told that the person I talked to was a manager. I have always booked through Princess directly and thought I’d save a few bucks and try Cruises.com. BIG BIG mistake! Staff was nice as could be until I paid for the trip … and then they would not return my calls and when I called them directly they were rude and put me on hold and gave me excuses. Really? They couldn’t even adjust my account for $100 or give me some OBC on a $3300 trip? If this is how they handle something small, I would hate to see what dealing with them over something big would be like! Never again. Can’t believe they ever get repeat business L