Royal Caribbean Cruises
Reviews and Complaints

Cruise cr140105 2394819 - brilliance of the seas -6/10/[protected]@ to 16/10/2022.

I requested that the top amount added to my bill be taken off, as I wanted to tip those staff I had met, the service desk said this had been done, and would reimburse my account with £604.00. I have checked my account, and this has not been done! I checked the service desk on my departure on the 16th, and was told this had gone tbrough. Please arrange for this to be instigated as soon as possible

Regards

Christine worster

Booking #4535608 - I was on a cruise with my friends over the weekend and while at dinner in the main dining room on Sunday evening, the waitress asked if there were any allergies. one member said honey and I said caffeine. At the end of the meal, the waitress came and asked if we wanted any drinks and I asked for a decaf coffee. Myself and two others told the waitress that I am allergic to caffeine. I carry an epipen for this allergy and it is very serious. The waitress brought the coffee and my fiance asked the waitress again if it was decaf. The waitress told him, " that is what you ordered." I took one sip of the coffee and my throat started to close up immediately. I ran to the port duty free store and bought a $15 pack of benadryl and ended up chewing three of them so I wouldnt die. My throat was closing up and teeth were numb. It was the scariest experience ever due to someone not paying attention to my allergy. It completely ruined my night and I was in my room until the allergy subsided five hours later.

I could not make my trip on a Royal Carribean Grandeur of the Seans from Galveston Port on Aug 10, 2022 due to health emergency that did not earrant a hospital visit but was enough to prevent me from going on the trip with my family, Fortunately, we had bought travel insurance for this trip. So I did reach out to customer service of Royal Caribbean to cancel the reservation and late filed for a claim for full refund of the payment made towards the cruise. I completed the claim form (Reference number:3248660, Claim Number: 22RCC07068). The claim was filed on August 17, 2022 and uptil date I have not heard a word from Royal Caribbean or the AON insurance company. I filing this complaint against Royal Caribbean for yhe way they handled this issue and for never responding to the claim. This is totally unacceptable.

Dear Royal Caribbean,

First of all, this is a request not a complaint, yesterday I wrote to you a message with no response or acknowledgment of receipt, that is why I insist again on this path

I am writing to strongly request you to reschedule my cruise reservation for Monday, October 3 (2 passengers), for Monday, November 28, 2022.

The reasons for this request are due to the hurricane that is approaching Florida, which has produced a nervous breakdown, resulting in a decompensation of the blood pressure of my companion and brother Ricardo Pinedo, (we have a medical certificate), which we are told not to travel in these conditions.

Furthermore, our flight for tomorrow, Thursday 29th, from Chile to Miami would probably be canceled due to Hurricane Ian.

Hoping for a favorable and prompt response, I cordially greet you,

Roberto Pinedo

Ovation of the Seas room 13636- Sail Date 9/2-9/9 2022

Only 2 hours was my purse not with me during the entire cruise. Had a massage the day before removed all my jewelry-wedding bands, diamond rings and diamond earrings and a 3 diamond pendant on a gold chain. After massage in the room I put all jewelry back on with the exception of my necklace, as I need a mirror to be able to see the clasp. I did see the necklace after massage as it was secured in a zipper compartment in my small purse. The next day we were at sea all day, it was a beautiful day, so I ran down my purse as we wanted to walk outside. 2 hours it was unattended in my cabin! I came back notice the purse was in a different position and sure enough my zipper compartment was missing my diamond necklace. Reported to security immediately. Of course I became the person that was overly questioned. My room was searched entirely, all my personal belongings were searched with the crew having body cameras on them. End of the search " They respond its not here" No kidding ! Asked them to search my Stewart room, that seemed to be an unusual request. He was the only person in our room. I went down twice to guest services looking for an update. Senior Guest service manager Cristobal told me " no one stole anything, your wrong". Got extremely loud and combative

I was extremely angry that I have become a suspect of false accusation! I told him and the manager, I would never complained if I was 1000% positive as I wouldn't want to cause anyone their job. Obviously that's not a concern for them. No one got back to me, until I went to get off the ship for final departure. I was flagged to be not cleared to exit. Security came up to me and said we searched your room and nothing was found. Sorry they replied. We have been on 10 cruises, I would say we will never travel with your cruise line again.

The staff- bar service, dining was outstanding the entire trip and were tipped throughout the entire trip. It's a shame our experience of an amazing trip was damaged with a few bad employees

Booking #8787115 for 11/20/22 'Anthem of the Seas'

Maureen Legg & Laura Nowick

My cruise was cancelled 8/8/22 as of 8/30/22 I have had no luck with getting my port taxes refunded! Calling Casino Royale has been challenging to say the least and I keep getting the same response. I was polite & patient the first 3 times but have now lost my patience. They are telling me another 7-10 business days as of 8/30/22, unacceptable. I cannot speak with a supervisor or manager in their resolutions dept. Appears shady to me.

Thank you, Laura Nowick

My wife had forgotten to lock up her purse in the stateroom's safe box and it appears that her credit card information was used while we were in Bermuda on sites such as, useline.com, dave inc. com, Target.co,. and GoPuff.

This theft of information happened between August 16-17, 2022 while we were docked in Bermuda on the Adventure of the Seas. I contacted RCL via Twitter and Shir informed us being that we were no longer on the ship, we would need to contact our local police department to file a report. I called my local PD and they laughed and asked did it occur in the U.S. and I explained to them that it happened onboard the ship in another country. They advised me RCL's security division should have spoken with me once we were aware of this crime however, we did not know this happened since we did not have Voom onboard and there was no internet while on the cruise.

RCL's Customer Service on Twitter said they cannot do anything however, you have an employee who may have done this before and caused so much problems as my wife did not have a way to pay for the parking fees, lunch for my children, gas on the way home all because of a room attendant stealing my wife's credit card information.

We had two reservations for this cruise: an adult and a teen from Europe and 2 adults from the USA.

To board, we needed two doses of COVID-19 vaccines. The teen had had her first dose and was supposed to have her 2nd dose in May. Unfortunately, she contracted COVID 45 days before sailing. We consulted the CDC website to read the guidelines for vaccination following an infection. Here are the guidelines: “Getting a COVID-19 vaccine after you recover from COVID-19 infection provides added protection against COVID-19. You may consider delaying your vaccine by 3 months from when your symptoms started or, if you had no symptoms, when you received a positive test.” We even called RCCL for confirmation: “We Follow the CDC guidelines.”

At the time of boarding, the teen met the CDC guidelines with a first vaccination, a positive and documented COVID-19 infection less than two months old, and a negative antigen test of less than 2 days. To double-check, my wife called RCCL on Saturday before the sailing date to explain the case and clarified the vaccine protocol and was told by the customer service agent, “We Follow the CDC guidelines.” At the port, we were refused boarding despite recognizing that our situation was indeed a gray area. We asked to speak to a supervisor, however, they still would not allow us to board.

Upon arrival back home, we called customer service and requested a supervisor who also agreed: "Yes, your situation is in a gray area, and I agree there should be some leeway here for a FCC”. However, after going back and forth, she said their view is that this was our fault and since the departure was today, not only will we not refund you, but we will not give you credit to use on a future cruise.

I have twice emailed your customer service email with no response either time. I have reservations for Quantum for Sept. 12th. The first time was the day of the mudslide at the dock of Skagway. The talk about her engine problems had been circulating and I received your email changing port times. Skagway is my first choice of cruise destinations because I am a train buff. At that time all I wanted was information to make an informed decision on our options. With no answer from you and no further information I left the reservations stand. A few days ago you canceled Skagway and the glacier. The glacier is my daughter's first choice of things to see. At this point we are committed to this sailing. I also have a booking in January with another couple on Navigator. After these two cruises I'll be considering a different line. Mudslides are beyond your fault, but failure to fix engines after all this time and failure to respond to my emails are within your capabilities.

We called on 6/7/22 to get a quote for a group of people for my birthday trip. The price that was given for a 2-person room was quoted as $330.00 per person, $873.04 after taxes and fees for the room. We were told that the price would be good until 7/15/22. We booked two rooms, one for my husband and me and another room for our 3 kids. Well, my mom booked her room and decided to let one of our kids join her room. So, we called back to have one of our kids taken out and have the other two placed in a 2-person room (before 7/15/22). The representative told us that the price would go down to $873.04. She also mentioned by moving them to a two-person room she would need to shift our room over one to have their room directly across from our room. We assumed she did her job, only to find out on 8/3/22 when calling to question the balance that she did not move the kids to the two-person room, but only moved our room over one and took one child out of the room three-person room. 

   The representative told us on 8/3/22 that he would need to make the change from a three-person room to a two-person room, but could not honor the price that was quoted due to it being after 7/15/22. I informed him that we called to make the change prior to 7/15/22 and it was not our fault that the representative half did her job. He stated he understood our complaint, but could not change the price to accommodate us. We would like to have this matter looked into and be compensated for what we were initially quoted for a 2-person room and for the hassle of all the long hold times of calling trying to get this resolved. This is our first time booking with this cruise line and this has been a horrible experience already! we are highly upset and would love to hear back from someone ASAP. I am currently awaiting on hold with Jenny to speak to a supervisor as I am sending this email.

Facts:

At Port Canaveral:

Paid almost $5,000 for the trip, with $1,000 being Air2Sea charges.

The bus picked us up at the hotel, but 12 people were not on time. The bus was delayed

Representative at hotel tagged my bag with: Mariner of the Seas

Bus driver did not take attendance who was on bus and what ship

Mixed my bags with bags going on Harmony of the seas

Dropped me and bags off at wrong terminal, no signs at any terminal noting any ship name

While my bags had the right ship name on the tag, evidently, no one looked at the tag and still put it on the wrong ship

After 40 minutes in line waiting to have passport/vaccination card check, a representative was walking around the 1000+ people in line say, this line is for the Harmony, if you are for the Mariner of the seas, you are in the wrong line

I step out of line and ask rep where my ship is, and he replied, Terminal 5

I asked how to get there, and he told me I had to take an Uber, even though I paid for Air2Sea transportation. Paid for Uber, got to Terminal 5 10 minutes before customs closed Terminal.

To this point, I did not receive the service I paid for, and your “Port/Terminal” Operations person should be fired, because not of this should have happened.

On Ship:

Go to guest services, let them know what happened, and they told me I could not get off ship, because terminal had closed

After all bags are delivered to passengers, my bags are not on ship. It took two days for the Harmony to respond; they only found one bag, another bag is still lost 40 days after the cruise.

Guest service gave me two white shirts and said, good luck.

No bathroom toiletries, one pair of underwear, no clothes and shoes

Could not got to captains dinner, take pictures with my friend and her son (dress up night) patronize any nice restaurants, and I had to start making decisions such as: I have one pair of shoes, if I go snorkeling, and I lose my shoes, I have no shoes until I get to Puerto Rico.

On day 3 I ordered breakfast for room service, but it never showed up. Mgr comes from the kitchen and says, we knocked on your door, and I said no you didn't, because I've been up since 4am. He said we called you, and I said no you didn't, because I let guest service know on Day 1 my phone in the cabin did not work. He says do you want it now, no I wanted it an hour and 1/2 ago. I just wanted to enjoy a simple breakfast on my deck, and RCCL messed this up after all the other major mistakes above.

On day 4, I went to deck 4 because I did not trust room service, and my waitress disappeared. I get up after 30 minutes, and the manager comes from the kitchen and says let me make it right, and I said, you just wasted 30 minutes of my time, why would I have you waste more of my time.

On day 4, the ship docks in Puerto Rico at 3pm, and rather than tour old San Juan with my friend, I had to take a taxi to the other side of town to buy clothes at Macys.

I get back on the ship with new clothes, shoes, a new suitcase, and toiletries.

Day 5 was at sea. It wasn't until Day 6 that I was able to enjoy the cruise.

I also paid $1200 for a cabana and purchased the drink package.

With all the above in mind, and all the mistakes Royal Caribbean made, I spent more than $7,000, and they want to offer me 30% off a future cruise.

So let me understand this: You make all these mistakes, from pick up, to no signage at terminal, cost me more money with an Uber ride to the right terminal, I have to buy new clothes a suitcase, and shoes on day 5 in Puerto Rico, instead of relaxing and touring the city with my friend and her son, provide nothing for the first 6 days on the ship as advertised, I leave the ship with 7 pictures with my friend and her son because I have not clothes to dress up, but you get to keep all my money and you want to offer me 30% offer a future cruise. By the way, this was my first vacation in 52 years on earth. I also work as an Executive for a company and oversee a sales team selling Royal Caribbean cruises. Interesting, yet I am supposed to provide comfort to the 1000s of people my teams are selling these trips to.

I asked for a refund of 75% of what I paid, because that is what I lost on “the experience” of being on a ship due to all of “their” errors. The still offered a voucher, like I'm dumb enough to get on their ship again. I didn't even ask for the money I spent on the cabana for day 8/last day, because unlike this company, I believe in doing the right thing, and I feel it's only right that I pay for the services I used.

Do not use this cruise line. They want to promise a service, not provide a service, and keep your money when they mess up, apologize profusely for all their mistakes, and not provide a refund. While I am fair in my ask, they are not a company that is fair as it relates to doing business with customers. Oh, and one of my bags is still lost 41 days after my cruise with no compensation for that either.

On May 16th we booked a cruise on Royal Caribbean for Nov 4th. The next week we found out we could not go as my friend who has been fighting cancer could not take the Covid vaccine as they were not sure how it would mix with her chemo and medications. So I had to call and cancel the cruise as they would not let her go on board without the vaccine. So I cancelled on June 6th And was told we would get a full refund. We waited four weeks and call back still no refund and they said again they would send it. I just called back yesterday and now they’re saying they will be no refund. That’s not what we have been told and I don’t understand why we canceled within a several weeks and they won’t refund the deposit. I am truly upset with these people and can’t believe they’re doing this to a lady who’s been going through cancer and was going on her first trip in Royal Caribbean. I plan to keep pushing this as she needs her $500 deposit for medical bills but they don’t seem to care about anything except keeping the money. So I don’t care who I have to go to or go through I will keep on this till she gets her money back.

Disallowed to board with reason that cruise is oversold whereas we have confirmed booking by Reservation id [protected].

Our whole trip & money got spoiled since we were frying from India only for cruise

We were supposed to go on Brilliance of the Seas 15/5/22 however we never made the cruise due to missing connecting flight at Amsterdam . Asked for refund of port taxes , gratuities and drinks package . Had an email on 23/5/22 to say would be refunded within 30 days which didn’t happen . Rang on several occasions and they tell me it’s been refunded on 6/6/22 and to contact travel agent . Travel agent adamant refund not received and as we booked drinks package separately it shouldn’t have been sent there anyway but should have been credited back to credit card that we paid on . Still no refund !

We had chosen Royal Caribbean to create a great memory for our family.

In the past, my family had a great time on Royal Caribbean cruises, and we decided to celebrate my daughter's graduation by going on another Royal Caribbean cruise to Alaska.

We also wanted to include our parents/grandparents for this trip. They had never experienced a cruise before. Because they are from Indonesia and covid situation. We asked the Royal Caribbean staff about the documentation requirements. The lady from RC told us that our parents/grandparents do not need Canadian Visa if they stay on the boat and did not leave the boat when our cruise stopped at the one Canadian port on our itinerary.

We spent

$3000 – airlines ticket Indonesia to USA

$5200 – cruise for 6 people

$3000 – airline tickets from TN to Seattle.

$240 – covid test for parents.

We saved the money for a couple years and planned the trip for 1 year. After we spent $11,140 for our trip, we will definitely not hesitate to pay for 2 visas to Canada for our parents if this is mandatory. They are 74 years old and 68 years old and speak very little English and do not know how to know the system in USA. We were overjoy to embark on the boat until we all cried at the port. This was not the vacation that we visioned to celebrate graduation or family reunited after 5 years. We were forced to cancel our trip because we could not live our parents in Seattle alone (they do not speak English).

We called multiple times to Royal Caribbean to resolve this issue. We had to speak to multiple people and told our same story. After every call, the representative stated that someone would be contacting us in 1 or 2 days. I have yet to receive a call back from Royal Caribbean.

This is an expensive vacation that we have saved our money for several years. Your staff who mislead us and cost us a fortune and precious time.

We approached several Roy Caribbean and promised us to follow up but we didn’t get any call or email. Is this how Royal Caribbean operating? You should help people to create memory in their lifetime by having great vacation and great time. We were a fan at Royal Caribbean, but we are really disappointing with this situation. Please help how we can get our cruise credit, so we book our trip soon.

I have a video recording of a conversation we had with Royal Caribbean customer service on June 12 and we were told we would get reimbursed for the taxes (we have received this) and that we receive a future cruise credit. Now when we call, Royal Caribbean has no record of this conversation? We called [protected]. We attach you our conversation with the Royal Caribbean staffs on below video

June 12 2022 royal carribean claim conversation - YouTube - https://www.youtube.com/watch?v=jPKW4Tf3fM4

July 4 2022 follow up call part 1 - YouTube - https://www.youtube.com/watch?v=y7mFNC3O0XQ

July 4 2022 Royal Carribean claim follow up part 2 - YouTube - https://www.youtube.com/watch?v=JrC0H6FnwbU

Reference booking numbers:

3880952; 3881108 ; 3880902

we receive our bank statement after our recent travel, and to our surprise we were charged by RCCL $200 for a deposit for future travel? We have no idea how this was charged without every speaking to anyone or giving authorization. The only thing we can recall is filling out a 1 page questionairre while on our recent cruise that asks if you are interesting in saving X dollars on a future cruise. We filled the form out and put it in a box. That is it- did not require any authorization approval or CC information. So, this is outright fraud.

Dear Air Choice Supervisor

I hope this gets to the appropriate party. I am writing to you with great dis-satisfaction and disgust. I understand the current issues with air travel today and hold no grudge on not being able to get a flight under these conditions. However, I received this email below on June 28,2022 @ 4:59PM stating, we would like to advise that your itinerary has been affected by an airline schedule change for your upcoming Air2Sea reservation. This change could include anything, but not limited to, flight cancellation, departure/arrival time, aircraft type, or flight number.

We are in receipt of this change and will work on it as soon as possible, however due to industry irregularities, we are delayed in meeting our targets for finalizing these revisions. We have prioritized these changes based on travel dates, but rest assured we will action all impacted schedule changes as soon as possible.

Furthermore, the email stated clearly, there is no need to call us as we are currently experiencing extremely high call volumes. We will automatically send the updated flight details to your email once finalized. The timeline below outlines when you can expect to receive your updated flight details:

• Travel within 30 days – 48 hours turnaround

• Travel within 60 days – 7 day turnaround

• Travel greater than 60 days – 30 day turnaround

So, this email was sent on June 28, 2022, at 4:59PM over 48 hours passed and we did not get a email or any other correspondence. As you know a lot of time and planning goes into travel vacations including ground travel back and forth to the airport etc. Your organization committed to a response in 48 hrs. which would be 13 hrs. before the flight. The fact that no one even attempted to contact us is unacceptable and a disgrace to your organization and illustrates a total lack of respect for your customer.

Given, the competition in the travel industry today, we are astonished that you would treat a customer in this manner.

Edward DeFreitas

Reservation#: 1210484

I got our Final Guest Statement and on my husband, who had the deluxe beverage package was charged for a beer and another drink. He did not order any specialty or higher dollar drinks that would not be covered on the package. Reservation # 9821137 Grandeur of the Seas sail date 06 24 to 06 29 22. Stateroom 4566 06/26/22 $ 8.84 and on 06/27/22 $ 12.97. You can contact me at [protected] or [protected]@gmail.com. Thanks Wanda & Richard Reed

We cancelled our vacation Reservation #0080518 at which time we were told we would be getting 100% refund. When we got our refund $500 was missing. We called and the customer service person told us that we were not getting $500 back. We asked for the "Customer Care" supervisor so we can ask for the recording to be listened to in which we were told that we would be getting a 100% refund. "Jada" the "supervisor" refused to pull the recording and continually repeated over and over and over again that we were not getting our $500 deposit back. We pleated with her for over an hour or two to pull the recording and all she did was repeat continuously that we were not getting the money back. We asked for her supervisor she refused, we asked for her full name and she refused, we asked for her extension number and she refused. I admit after her robotic refusals I swore at her and hung up. Now I request for both recordings to be listened to because this is not how you treat customers AND we want our $500 as we were told we would be receiving in full!

Through my booking number you should be able to find my contact information for resolution.

I purchased an Invicta Watch from the gift shop while on the Dave Koz Cruise the 2nd Jazz cruise that went out from 5/20-5/27. I didn't add it to my Cabin account I gave them my Discover Card to purchase it. I am unable to locate the receipt. When I got home to wear the watch the stem on the watch will not come out.

Thank You

Jocelyn Rollins

[protected]