Royal Caribbean Cruises
Reviews and Complaints

Hello, my name is Dianne Staten. I have a group cruise going out in December 2021. I have been doing cruising with Royal Caribbean since 2002. Overall I would say my experiences have been okay to great.
My story is that I booked this cruise in 2019 or 2020. The prices are much higher now. Some of the cruisers have almost paid their cruise off. Others have made only their original deposit. The balance is due in September. On Sunday, July 4th I received an email saying that four cabins were being canceled. I called as soon as you guys were open for business. I was very concerned but all the cabins were recovered. I was assured that this would not happen again. I was assured that it was an error and would not happen again. On Friday, July 9, a cruiser called in to make a change and payment. Her cabin was canceled, her cabin was also recovered. On Tuesday I grew concerned and decided to call to enquire that all 14 cabins were in place. To my surprise, three were cabin canceled. I was very disappointed and later became just as upset. The representative was so nonchalant about my concerns. She was arrogant and not at all professional. She could not recover the cabin... they were already rented out. She found three-cabin on a different floor and felt that I should be satisfied. The reason I book so early is so that we can be together as much as possible. At the conclusion of our conversation after being on the phone for almost an hour. She asks me if I would re-pay the three deposits. Deposits that the first representative told me she would stop them from being credited back. The three deposits are still not credited back. I know YES, SHE DID! I was speechless. I asked her to have a manager call me. She stated it would be 24 hours. I said ok and expected a call. I did not receive a call and I had to call back on Thursday. I was giving excuses after excuses on cut back, small staff, someone out of office. Ask yourself do a customer really wants to hear that? Then we got to my problem at hand. It still was not resolved. The three original cabins will not be restored. After almost another hour on the phone. I was told there was nothing she could do. I asked for something complimentary for our inconvenience. A cabin discount on the three, a group dinner at chops. I was told No No No and that I could get champagne and strawberries delivered to all the cabins that were canceled. I asked her was it Moet, she laughed at me. I did not think it was at all funny. After all, this is Royal Caribbean. A cruise line that I have been traveling with for almost 20 years. I'm thinking that I heard her say I talking when her answer got so long and we were not accomplishing anything. I tried to speak and she said I am talking. I asked him what did she say? She swears it was not said. I'm pretty sure of what I heard.
In summary, I am very disappointed. I am a loyal diamond member. One of the cruisers that were canceled is also a diamond member and my son. I also have a new cruiser traveling for the first time with our group and it's also their first cruise. We are praying for a great experience. Due to all of this advance happening. I am very concerned.
Blanco is the Rep and Ceenay is the manager.
[protected]@yahoo.com - [protected]

Scheduled a cruise out of Nassau, but didn't get my PCR test since the "health visa" said it was not required if vaccinated. Once at the airport, 2 hours before my flight, I realized the requirement. The airport testing facility was running late, so I called RCL and spoke with the agent and was advised to move to the next flight and go to an outside facility for rapid testing, which cost me over $400 for two tests. I called two more times and both agents told me not to worry and to enjoy my cruise, that someone would be there to assist me when I arrived. I landed at 7:45pm (cruise left at 9:00pm) but they refused to let me board. I had purchased Air2Sea, which supposedly guarantees your transition to the ship. They were EXCEPTIONALLY rude and not helpful at all. I'll never cruise with RCL again. Now trying to get back my approx $15k I paid for this cruise.

My heart goes out to this industry, and I hope that the world is back to some kind of normal sooner than later. I want you to know how some "small" policies during this time impact every day people. My family and I booked a cruise for November on Mariner of the Seas with a group of friends that are part of a Gasparilla Krewe (it's a large Tampa, Fl group and tradition). We were asked to attend because my daughter is being coronated Queen this year. We paid the deposit and gladly booked. Over a business meeting last night another guest on the cruise mentioned an email that "the dates had been changed" because our originally booked dates had been cancelled. With our full payment not being due until August, I had paid little attention to emails since the majority are promotional pieces that come from the cruise line. I called today to see if the cruise changed, and found out it had. I was sent an email on March 16th and had until March 29th or so.. to respond. The dates we received were not the dates our friends or group had been moved to. The dates we were moved to we have the Krewe Coronation event, and the date they are on I have a work conflict and am scheduled to be in Miami. I waited on hold for a supervisor for at least an hour. Was told there are no exceptions, and they can't refund my $500 deposit. I said, it seems counter productive to hold someone to a two week window based on your changes, when full payment isn't even due until August. I also stated that $500 seems like a small amount of money to have someone this upset, this vocal, when the cruise lines especially need to land strongly on their feet again. I won't let the matter go, and would want to know if your shoes that these things change someone's perspective on your company, your processes, and willingness to come back. I was only sailing to be with our group, and I was hesitant to be doing it this year at all. I am disappointed beyond words.
I would like my deposit refunded.
Reservation Number 6616437 & 6615851
Cristal Blackwell Lastra
[protected]
[protected]@gmail.com

I agreed to a cruise credit but now my husband has cancer and will not be able to cruise. I ask for a refund and they refused and said they could do a transfer but not a refund. I have no one to transfer it to. I have his primary care note saying his immune system is compromised. Can you help.

Today' s date is Oct 1, 2020, my name is Herbert Luis Sequera and my booking number is 8867115. Both me and my wife were scheduled to travel on the Western Caribbean Cruise sailing out of Galveston, Texas on 6 Sept 2020. Unfortunately, this pandemic was just spreading throughout the world and many cruise lines had ships having debarking issues. I decided to call a day before and the day of prior to paying the entire cruise. When I called the first time, I explained my situation and that I'm a high risk customer with preexisting medical conditions and feared for my travels. At that time, I was total that I would lose my deposit, but if I paid the remaining balance I would be entitled to full reimbursement if the cruise was cancelled. That did not make any sense to me. My wife called the next day, which does not show on your computer entry for some unknown reason, but at that time she was informed we would get credit for our deposit. I fully understand what my invoice stated regarding deposits and cancellation would cause a loss of deposit, but these times a very different and if the world was not experiencing such a crisis I would have paid for the cruise and had a beautiful time, just like the other cruises we took on Royal Caribbean. Unfortunately, I never received my deposit back because customer services said I cancelled and refused to consider my situation. I made two subsequent calls and neither call was productive. The first follow-up call since my wife's call was on, I believe 28 Sept and the customer service rep did not give me any type of different answer. I followed with another call yesterday an spoke with Jeff-127258 and he was very resistant to my issue and I asked to speak to his supervisor. At that time, he said that he was the only person I could talk with. I told him I wanted to speak with a manager of his department and again he said that he was the only one I could talk with and as it stands Royal Caribbean would not give any refund. I then ask him, how long does it take for him to make $500.00, no answer. I also told him the transportation industry received government help, which I assume RC got some financial help from the US government as well. Before terminating the call yesterday, I asked James, I would also welcome a credit for future travels. He then place me on hold for about 5 minutes and said in a sarcastic tone, " you don't understand, you lost your deposit due to my cancellation and RC could do nothing. I found this to be very upsetting because, COVID interrupted this cruise, not me. I'm being penalized for issues that stopped the entire Cruise Ship industry from sailing, my sailing date was cancelled and your industry received financial help from the government. I am only asking for a reconsideration and at least give me cruise credit in the amount of the original deposit of $500.00. Please provide me with a response to my email address at [protected]@aol.com or [protected]@snhd.org.

Thank you,
Herbert L. Sequera

I put deposit of $1, 250 on a cruise and Royal is now keeping my deposit as a "penalty fee" The ship is cancelled this year but keeping my money. This is horrible they can get away with this. They must have so much money from not giving anyone the money back that is due to them. Crazy how can they get away with this.

We had planned a cruise with royal caribbean for june 21, 2020 but due to the coronavirus we had to cancel our cruise on march 12, 2020 at 6:06pm. We have talked with many customer service reps and has of today, may 28, 2020 we have not received our refund. I am not please with the service that I am getting trying to get out money back for the dining package, shore excursion and beverage package. I need someone in management to call me because I would like to get my deposit back $500.00 for this cruise and previous cruise $605.00 since I most likely will not book on royal caribbean. I would like management/supervisor who can address these issues to give me a call or send me an email I would greatly appreciate it.

Since I am 76 and my husband is 81 and has Parkinson's disease, on Feb. 28, we came to the conclusion that a cruise at our ages in light of the warnings against embarking on a cruise due to Coronavirus, we called Royal Caribbean and cancelled our cruise from Bayonne to Nassau departing March 22 on The Anthem of the Seas.
Royal Caribbean on March 1 announced a policy that any cruise cancelled due to Coronavirus will be that credit will be received for a future cruise.
That is what we asked for and the only thing we wanted: to cancel our cruise as advised due to Coronavirus and when the threat is over, then to use the credit for a cruise on Royal Caribbean.
Royal Caribbean denied our request because we were 2 days before their policy. We are being punished by Royal Caribbean for being 2 days too proactive.
Please contact me about where to make further complaints and/or claims.
Arlene Maynard - [protected] - [protected]@hotmail.com and Dr. George E. Clark - [protected] - [protected]@earthlink.net

I am very displeased with Royal Caribbean. First of all they kept me on hold on March 2, 2020 for 45 minutes and on March 3, 2020 they kept me on hold for one hour and 30 minutes. This keeping customers, who pay thousands of dollars to a major company, on hold for this long is ridiculous. I asked Louis, the supervisor, why he kept me on hold for that long and he said because he had others customers to speak with. Is there only one supervisor in the customer service department? I asked Louis what he was going to do for me since I was kept on hold for so long. He said he would give me a bottle of wine and a basket of cheese and crackers. I don't want a $10.00 bottle of wine and dollar store cheese and crackers! I asked him for CocoCay waterpark tickets. Nope can't do that. The main reason why I called is because I wanted to change both names on my account because the two people who were going are not able to go, due to sickness. Louis said that they can only change one name. I told him, wouldn't it be easier to change two names rather than go through refunding money and going to AON (Insurance) to refund the rest of the money? I have changed names before, so I know that they can do it. He was not helpful nor was he sincere with my concerns. Me and my husbands go at least once a year on Royal Caribbean. This may be the last time we go on this cruise line. These people are unprofessional and do not care about the customer. Royal Caribbean only knows how to take the customers money!

I am not sure what department this needs to go to but this cruise is the worst cruise I have ever been on as far as the ride itself. This is a beautiful ship with the most amazing assortment of fun and we can't even enjoy It for all the motion! Why aren't the stabilizers being used!?!?!? My place of business spent hundreds of thousands of dollars to bring
ALL of their staff on a once in a lifetime trip on Symphony of the Seas this week and this is miserable! There is NO reason why a state of the art cruise liner this large should be rocking this much in the Caribbean. It is truly disappointing and quite literally sickening.

Kristin Gilliam
[protected]@gmail.com

Sat in row three Deck Chairs a Glass was between, a short little helper picked it up, someone bought me a Cone which dripped, I had them mop up the Deck, then I preceeded to wipe up dri, ppings on Chair and surroundings, put the napkin on deck near my Chair with intensions to drop in waste on my leaving . A little short Woman came along took up napkin put in trash then turned and said to me the trash just over here. for one was going to remove wen leaving, 2nd. or # 1 really her, alsoJob dont like her approach! I have sailed on this Cruise Line several Times, she may have a problem with my kind of people. Perhaps she need go back from were she came, this was on the Childrens Deck 15/16 near the pool under steps. Our last Day at Sea!
sailed between Feb. 2nd to 9th, on Allure of the Seas.

My cruise for the holidays was very disappointing
1. Ladies locker room bathroom in the Spa dirty and wet
the dirty towel Cart in locker room full beyond capacity, the floor wet and slippery. Spa floors dirty, mats broken
2. Poor Vegetarian menu and almond milk only available for purchase
3. 3rd floor restaurant my time staff slow and rude
4. Complementary robes when dirty they get taken away but never brought back

My wife and I, sailed from Southampton UK on 26th October 2019, on Independence of Sea, for a 14 day Cruise. On the 3rd day of the cruise we learnt from the customer service desk that we did not have to go with compulsory gratuity and could cancel it straight away, as I wanted to tip the people who really gave me good service. I did cancel the gratuity on board and was told that I would be refunded as soon we got home. after 3 weeks I contacted the customer services and was told that I would get my money back within 3-5 working days. After several calls to the customer service I am still waiting for the refund, each time I was promised by the member of staff that the money would be in mt account within 3-5 days.
Regards Ramesh Patel
e-mail address [protected]@hotmail.co.uk

On Dec 7th 2019 My husband and I booked a Cruise to celabrate our 50th Anniversary. WeI have cruised with Royal Caribbean 5 times and have alway loved cruising with you. However, this last cruise was the most disappointing cruise i have been on. The ship's service was not up to Royal Caribbean's standard. Our first day on the cruise we went to the pool area. When we were in the pool, we wanted a drink. No server was availabe. We got out and served ourselves. Later, we went to the hot tub and the same thing happened. I took off my our sea pass and held it up in the air. Still nothing. It took 20 minutes to get a drink. On other ships service was great.
Next, the ship was not as clean as the others. The carpet in our room looked like children had been in the room before us because there were spots on the rug, and in looking for a pill I droppe, I found several things between the end table and bed. Then on that first day that we went to the pool, we came back to our room and my foot found somethingon the carpet that cut my heal. Never found out what it was, but my foot did bleed. I am a diabetic and I will have to see a dr. tomorrow because it has gotten infected.
We went to play bingo and sat in a chair where the back was not attached to the seat. It was broken. No other seats were available, so I had to sit there. Also, the arm of our sofa in our room was broken .
I'm not sure why, but this ship rocked very badly. My sister in law, (not unformilar with cruising) had to spend one day in bed. Many people walked like they had too much to drink. It was the ship. I realize that Royal Caribbean cannot do anything about the weather or the sea, but our weather was great and although it was windy. In 5 cruises I have never felt the ship rock like that. It felt like something was wrong with the ship.
The last thing is the cost to play in the casino. One dollar to change machines. I have never been charged for playing a slot machine before. If I knew that, I just would not play. There is plenty to do other then play slots. Also, the smell is bad. The smoke is heavy and my brother and sister in law had to give up playing. It was something they loved.
I will not give up cruising; however, I am not sure is I will repeat a cruise with Royal Caribbean because I have a feeling that this is now exceptable for Royal Caribbean International Cruise line.
Mr and Mrs. Robert Warren

Said you would rebook cruise lied right to my face still waiting took my money and ran wife had amergency surgery called that day said you would rebook no problem would call back never did returned drink package and exscushions and took my money loyal customers friends booked a sweet in July might be last one they go on cause we where going to book then to we had one more cruise to be platinum members very very unhappy have more to say gold membership don't mean didely

Am leaving out of port canaveral on the 13 th of dec my roommate is not able to make the cruise just wanted to change name of passenger and was told that I couldn't because ship is full not trying to add another person just changing a name I was told a week ago this wouldn't be a problem this makes know sense to me has anyone else had this problem I am a diamond member have never had any problem like this before ?

My husband and I just returned from a 7 day cruise out of Galveston on the Liberty of the seas 11/10-11/17. We left the port 5 hours late ( not a big issue ). But my husband was surprising me with Champagne & Strawberries the 1st night. Since we were still in port they delivered the strawberries & not Champagne ( why would you not wait to deliver both together or give us the choice. ) The strawberries had an off putting flavor like kept open in a fridge so that was a waste of money overall. We left and un opended bottle of Champagne in the fridge. We have cruised with RC before on the Mariner of The Seas and loved everything which is why we chose to cruise again with RC. This cruise was nothing like the 1st experience we had. The intercome system in the room did not work so we had to go outside to hear what the Captain said. Getting off for excursions was so unorganized. People would get off the elevators which were at the front of a long line of people and just stay there not getting in line. no one there to direct or monitor what other guests were doing. The excursion in Roatan was delayed due to the protests which we know is not and RC problem but it was drizzling rain that morning and this was an RC booked excursion. We stood out in the rain and waited with our group. Soaked before it was decided we could move somewhere for cover? Really? no umberlla/tent/rain poncho ?And when getting off the boat on Sunday we requested A tickets to get off 1st. There should not have even been tickets given out. We were told A & B would be 1st to exit then C & D etc.. What actually happened was the 1st people to get to the staging areas were the 1st people to exit the boat? Why even give a choice of time if you do not follow through on the way it works. We would have gotten there earlier had we have known. Overall the food was good but alot of interaction with the employees not so much. Do not get me wrong Chef Robert, our waiter Janrie and a few others were great but the overall feeling on this ship was not the friendly and welcoming feeling we have received on other cruises. We have cruised Carnival & NCL before this cruise and because of the great people, organization and overall wonderful cruise we had on Mariner decided to stay with RC. After this trip we will 2nd guess that decision for sure.

Thanks
Kim Hogeboom
Room 1558

In not happy with the your american sales staff I think they are not helpful after a couple of crisues with royal caribbean my family signed up to go with them again next february. I have try and change this date because of work and try to go in september 2020 a bigger cruise your staff asked for a $1.00.00 each person to change the cruise and lose our deposit and they try to find two cabins with balcony and very nasty royal caribbean all about profit and should look at their staff you have lost my loyalty to your cruise company anthony harpur

My husband and I, Res #2383306, sailed on Adventure of the Seas beginning 10/7/19. On the day we got home 10/20/19, I realized that I had left my foot brace/prosthetic under the sofa in our room. I was able to file a lost & found report online and rec'd confirmation that Victor Martin would get back with me within 3 days. After 3 days, I called RC. Victor Martin was unaware of my claim and had me fill out another form with Chargeback. I did so and was told that I already filed that claim. On October 24, I paid Fedex for the return of my prosthesis. On 11/11/19, I still have not rec'd prosthesis. I again called RC. Victor Martin was unavailable but a message was left for him to call me back. After 6 hours, I again tried to contact Victor Martin but was unable as he was still unavailable Rich send me an email with the fedex tracking info. When I clicked on status of shipment, there was NO SHIPMENT! I am STILL WAITING for my prosthesis and a return call from Victor. At this point, I will not be sailing again on RC - all because of the lousy customer service both on the ship and, especially, with Victor/lost & found. I cannot walk without the prosthesis.