Royal Caribbean Cruises
Reviews and Complaints

Royal Caribbean agents will tell you anything and promise you things such as on board credits but don't deliver once your paid in full. All they care about is taking your money. Price dropped by 600$. Rift after I paid in full and even though agent wrongly told me if it dropped down they could not give me my money back but would issue an on board credit! Lies I feel robbed and cheated.

My Name is Pauline Boswell Crown and Anchor [protected]
I have booked 6 x cabins on this cruise for myself and friends January 30th 2020
Radiance of the Seas
5 x with balconies and 1 x ocean view.
We were disappointed to see recently an advertisement in newspaper advertising this cruise for $526 cheaper than we paid for balconies and as well as this offering up to $300 on board credits .
Booking numbers 5979004 ..5958609...5966299...5973351...6430106...137329.
As platinum members we feel this is not fair and would appreciate if you could look into this.
Also we were sent an email stating that we would get 20% off the deluxe beverage when we looked at this it is still stating it is $78 AU per day Last cruise we only paid $74 a day so I don't think this is the 20% reduction.
I do hope you can assist us with this complaint with a favourable answer
Kindest Regards
Pauline Boswell

Not happy with Royal Caribbean. Was sailing 2 - 6 Sep, due to Hurricane Dorian Royal changed our itinerary to sail 4 - 6 Sep. Offered two days on board credit with a two day voucher for a future cruise or a 100% refund voucher for the price we paid for the 2 - 6 Sep cruise. That ended up not being true, they didn't credit us the taxes, fees, and port expenses, why not? We didn't go?

OVERVIEW OF COMPLAINT.

Hi Tevanna,

Please refer to email documenting the time line of events.

The issue regarding the fleas in cabin 6225 - Independence of the Seas totally ruined our holiday.

I have had a gruelling 5 years caring for my sister who has recently died from cancer. This much needed holiday was meant to help me recover and relax from the months of visiting and caring for her. It has given me quite the opposite, causing me pain and sleepless nights.I feel that £3250 paid has been a total waste of money.

I had purchased a drinks package, which was of no use for at least 7 days, as I was advised by the ships doctor to avoid alcohol.Also to avoid the sun. This proved very difficult as the cruise destination was in the Mediterranean.

To be advised to sleep with the lights on in case bed bugs were in the bed was somewhat unbelievable.Apparently, bed bugs only appear in the dark and bite whilst you are sleeping. Sleeping did prove difficult in cabin 6225 as each morning I had more insect bites than before.

When we were finally asked to move from cabin 6225 the fleas could be seen jumping from the carpet onto my ankles.Once again more bites, severe itching and swollen ankles. Photographs have been taken to show the extreme state of my body and legs.A third visit to the doctor was necessary for stronger tablets to reduce the swelling and itching. I believe now that the cabin had an infestation of fleas and would require immediate fumigation.

Cabin 7321 was pleasant and no more bites were evident on my body, but I had to take tablets and use the prescribed cream for another 3 days to help relieve the symptoms.

I appreciate that reviews are published regarding cruises, which are read by numerous potential passengers prior to booking.

I am extremely upset and disappointed having returned from cruising with RCCL. This may be an isolated incident but I am awaiting your comments before I complete any reviews, ratings or comments available to me on various media portals.

Many thanks

Catherine JonesSubject: Re: Independence Of The Seas / 15-Jun-2019 / 9224477 / 1-[protected] / Jones
Second copy of email..to date no reply has been made to me.

Hi Tevanna,
I write to express concern regarding offer of compensation.
I recieved the certificates in the post to the value of £500.
However, I did NOT accept any verbal or written offer from Royal Caribbean before the certificates were sent out to me without my consent or permission.
I would be grateful if this issue could be revisited again.

I have attached photos of the flea bites, which coupled with the 3 separate reports from the ship's doctor demonstrate the extent of the extreme discomfort I was in.
To state again, the last week of my £3250 holiday was ruined!
I really am not confident about travelling with RCL again and would avoid the Independence of the Seas at all costs.

If an agreement can be reached, could you please advise -
a) Can I use the certificates on Celebrity cruises and if so which ships?
b) I have booked a cruise with Celebrity(Silhoette)for 22nd Sept 2019 - can I use the certificate value for one drinks package?
c) If certificates are used with RCL - are any ships excluded?

I look forward to hearing your comments. Many thanks
Mrs C E Jones

Good day
My # [protected] shows as a not valid one.
Please give me the reason since I am planing to cruise on summer 2020.
Your prompt response will be appreciated.
Andres Lopez

Recently have sailed with the Oasis of the seas on the 21st of 7 /2019 name Vladimir Simic. Deck 9 room 556. Folio number 95705474 it seems that you have double charged my credit card my son was travelling with me and his credit card was charged his name is Dario Simic the charges where for excursions that we have had made on our trip the charges in question 24/7/2019 amount is $440.74 Second one was 28/7/2019. $470.40 and Dario Simic on the 28/7/2019 was charged 516.10 aud can you please look into this as it seems that I have paid for Dario Simic's excursions thank you please respond

• 5/19/2019 9:03am: I spoke with Jose in pre-sail department about documentation needed for the sail. I provided my reservation number and sail info to Jose and proceeded to check if it's ok to sail this trip with valid Russian passport and US Naturalization certificate. Jose checked with his supervisor on this while over the phone.
Before I proceeded to ask other questions regarding onboard service, the last answer Jose gave me and I repeated over the phone (at 20 minutes into the conversation) was that it is ok with RCI to board and leave the ship and I need to double check if returning to US with naturalization certificate is permitted.
I subsequently checked with USCIS office and website and getting the answer that it's ok to enter to US with naturalization certificate. So we went to the cruise trip.
However when we got to the port on 5/27/19, we were told by port staff that the person cannot board the ship with Russian passport and US naturalization certificate, because this ship sails to Cuba specifically.

• 5/27/2019 at the port, I called RCI customer service and spoke with Sophie from complaint department about this issue. Sophie initially denied I had conversation with Jose at all. After I provided exact time and date of my phone call and ask her to listen to the call recording, Sophie said will investigate. I requested refund of the person's cruise cost as Jose provided wrong information leading that person could not board the ship.

• 6/3/2019 I spoke with Sophie, she denied my request for refund. Sophie stated her supervisor had listened to the recording and will get back to me. I requested a transcript of the call, and Sophie said I need to contact legal department for that.

• 6/4/2019 I spoke with Nel from complaint department. Nel initially denied my request by accusing me for not reading the documents list which mentioned "passport". When I pointed out the person had Russian passport, and I specifically spoke with Jose about using Russian passport -- at this point it's clear that Nel either did not listen to the recording prior to speaking with me or just trying to get rid of me with whatever reason seems remotely relevant. Nel then said he would listen to the call recording.

• 6/5/2019 I spoke with Nel. Nel denied my request and said Jose "did the right thing". When point out to Nel what Jose said during the conversation and specifically at minute 20 was clearly wrong (because I listened back to my own recording of this phone call many times), Nel said "we are not focusing on that". At that moment, I was too disturbed by this audacious unprincipled "argument" and couldn't continue, so I hang up the phone. There was no resolution reached in the end.
When being confronted with facts, Nel just simply refused to acknowledge any wrong by saying "we are not focusing on that". - But that, is exactly what Jose had done wrong, that is exactly what cost me and my family money and stress, this is exactly what I am focusing on this whole time!

RCI is a reputable international company. As a customer, I trusted Jose in answering this very important question. For some reason, he does not know the answer. He actually asked me what naturalization certificate is about 6 minutes into the conversation, meaning that he was answering my question without even have the slightest idea of what he is talking about.

At the port, RCI staff immediately knew what specifically the problem was (and staffs on the ship had the same look on their face when I brought it up, they all knew clearly what naturalization certificate is, and what the issue is for this particular trip) - because the ship sails to Cuba, so naturalization certificate and foreign passport cannot be used to board the ship - the problem is not about returning to US but boarding the ship. Knowing this trip is to Cuba, Jose did not understand the issue at all, and had confirmed clearly that using Russian passport and naturalization certificate is totally ok with RCI, "boarding and leaving" the ship.

For Jose, this maybe a very trivial detail in the large amount of questions he answers daily, but for us, this specific customer in this specific situation, the answers matter greatly. Because it is wrong, we lost the money for the cruise trip, for the round trip flight, and the whole plan for the vacation. No one expects to see this coming in all the joy and excitement at the port before boarding the ship.

However besides all the stress of this, what disturbs me the most, is how complaint department staff Sophie and Nel handled my request.

Sophie and Nel were unhelpful and dishonest. From the very beginning, from the resistance of acknowledge the validity of my claim, to the repeated inconstancy in their responses, to the unforthcoming about information, I can clearly see the opportunisms when they tried to deny my request for various reasons in the beginning without even spending time to understand the issue or do any investigation they promised to do. If I didn't provide them with evidence, they even denied I had a conversation with Jose at all!

RE: booking # 5300596 Mariner of the Seas -August 5- 9

Dear Mr. Bayley, CEO Royal Caribbean International:

Please Help.
I booked a cruise back in February of 2019 through BJ'sTtravel. My family and I was extremely excited about the cruise; Royal Caribbean being our favorite cruise line. I was given until May 12, 2019 to make the final payment.

On May 10, 2019, I called BJ's Travel to request an extension. The representative gave me until May 21, 2019. Prior to May 10, 2019, all payments for the cruise aforementioned, were taken out automatically from the credit card on file. So, not being advised otherwise, I assumed that the final payment would be withdrawn automatically. May 10, 2019 thru May 21, 2019, I did not receive any notification or reminders from BJ's Travel via telephone call or email, stating that the cruise would be cancelled if I did not "phone in" to make the final payment.

I must mention, that the representative I spoke to on May 10, 2019, did advise me that if I needed another extension to call back on May 21, 2019 to request it. On May 21, 2019, I did not call back because I did not need another extension.

On May 22, 2019, not me, but my sister received an email that the cruise was cancelled. My sister had nothing to do with my booking.

Anyway, I had to pay an additional $500.00 to RCCL to have the booking reinstated. I feel this is totally unfair.

The payments that I made since February 2019, were never refunded, even though the penalty stage had not yet begun.

I humbly ask that my original fare of $2, 013.00 be reinstated and that my $500.00 be refunded.

Your assistance in this matter will be greatly appreciated. A million thanks.

Sincerely,

Sinina Talley
31 Blue Spruce Dr.
Bear, De 19701
[protected]

I slipped and fell hard on my rear end on the last 2 feet of your gang plank, after passing through your security, due to Royal Caribbean negligence. I saw your ships doctor and filed a complaint with the safety department.

I am experiencing a lot of nerve pain in my sciatic nerves, back and neck. My hip and spine are constantly popping.

- I don't want to hire a personal injury attorney to pay for doctors to get better.
- Royal Caribbean should pay for me to see doctors.
- My health insurance company should not have to pay to get me better, due to your negligence.

I chatted with Kate today, and she said that Royal Caribbean would give me a cruise credit, but I don't plan to cruise again. My last day was ruined because I spent most of the day in my cabin.The ship is old and smelly. The mode of transportation is too slow, and I prefer to fly and stay in hotels.

Looking forward to your response.

Best regards,
Laura Gallagher
Cell: [protected]
Fort Lauderdale, FL

My name is Denise Seth Hunter and my Reservation # is 5747673 Group ID # is 4315944I am booked on Royal Caribbean Cruise lines for the 2nd of June. I am booked to go to St. Thomas and St. Kitts however we did not receive any notice that our itinerary has changed and that we will not longer be going to ST. Thomas we will be going to Puerto Rico. We found this out on the internet I distinctly remember a very big hurricane hitting that island September 2017 with extensive damage, power is fully restored however there is an extensive problem with Mold. If I wanted to go to Puerto Pico, and get sick, I would have booked a trip there. I have absolutely NO desire to go there! When trying to change my cruise to a more desirable one we found out how much it would cost to do that (losing approx 75% of our fully paid for cruise) even with insurance we purchased. We also found out that our ship, Allure of the Seas, had one broken motor hence they are not using it due to metal chips in the engines oil. So now I know I have a broken ship. Is that safe, what if a storm forms ? do we have enough speed to try and miss it? Will the ship be able to finish the cruise? I then changed my room to something in the middle of the ship and you charged me a $254 more and removed my $450 onboard credit adding insult to injury. We have traveled with you before and are seriously considering NEVER booking with you again if this is how you treat your returning customers. I have no other choices but to continue on this cruise from hell with a broken ship that is sub standard and not in proper working order going to a place I don't want to go. Now what can you do for me to make this right? I am awaiting your response ASAP preferably before we cruise on the 2nd of June

This is regarding reservation: 4360340

I'm complaining for the lack of communication, unethical behavior by a few of your "customer solution" staff. One of your agents who I've booked a few trips, booked this trip for 3 people. I wanted to add a fourth as the due day approached, so I contacted my agent. He didn't reply to my emails or calls so I just made a payment through the 1-800 #. Later on, I contacted him again towards the end of April and was able to add the fourth person. HE extended the payment due date so that can have more time. I specifically asked him to call me before it was due again so that I can make a final payment. He reassured me that everything was fine and since I was his client he was letting me know of any change but that the cruise was filling up fast. On 5/14/19 was reservation was cancelled by someone else. I immediately contacted customer service and spoke to various people for over 45 mins. NO SOLUTION. They explained the department in charge was closed so I had to call next day. Next day 5/15/19, I called spoke to various staff for over an hour. I was finally in contact with a so called supervisor "Sarah" who promised to call me back within 30 mins. so that she can resolve my issue. SHE NEVER CALL!

I"m still waiting for a resolution. I work very hard and plan my family vacation ahead of time so that this type of inconvenience won't happen. This is not a regular vacation by my ONLY child Sweet Sixteen. This is very disrespectful not only to me but to my family and effort.

I know you keep notes to your reservations and I have my emails and phone records to verify my complaint.

Up to this minute my reservation is still cancelled and I already bought tickets to go. I DON'T want a refund. I want my reservation back and updated at least for the lack of service and time I'm spending on the phone trying to solve an issue that was out of my hand. You need to have a better training for your staff.

Hopefully I can get an answer from you.

Sincerely,

Ms. De Leon

I'm Itzhak Davidov, Singapore Citizen, I live in Singapore and have participated in cruises for the past 15 years.

We used to have regular cruises with Royal Carribean but friends convinced us to go on Princess Cruises which we did at least 4 - 5 times in the past. And I book by trips through Carnival plc (Singapore Branch) via my travel agent.

After our Japanese cruise last year, we were encouraged to continue with Princess Cruises as we were very happy with all the logistics and service.

To our disappointment on our next trip to the Baltics (sailing 2nd October 2019), we are a group of 6 people, who made the booking quite early in advance and as usual if you were to look at our history or data we always book the 2nd seating for our dinner.
This time we were told that we get a reply through our booking agent that we have the 1st seating even though we have requested for the 2nd seating.

We are a middle aged to older couples who are travelling with no kids and we have a lot of early activities in the day up to the late afternoon. This is the reason why we always choose the 2nd seating for our dinner.

I hope that in order to leave the good taste in our mouth that you all revise the idea of putting us waiting on line which is definitely unacceptable by our group.

Our 3 booking references are WQ9HMX, WQ9HGL, WQ9HGD.

Yours Sincerely
Itzhak Davidov
Chairman
Derocks Trading Pte Ltd

10 Anson Road
#21-13 International Plaza
Singapore 079903
Tel : [protected] Fax : [protected]

Booking ID # 7982971 week of April 28th, 2019

When my husband, daughter and two grandsons and I arrived at the Pier to board the harmony of the Seas ship we had our luggage tagged and then proceeded to security. Everyone's luggage arrived but mine. I was devastated and spoke with the CS team on the ship. They were looking for it. It was never found. I placed a claim and was told I would only receive $300.00 for a suitcase filled with a lot of clothes, dresses, makeup, undergarments and bathing suits ect...I would understand if it wasn't their fault but it was lost at the ship and I don't understand why I am not being reimbursed for the contents and the cost of the suitcase. I was washing my clothes every night until we got to a port to purchase what I needed to get through the week. We cruise often mostly Celebrity which we have a cruise already booked for next year but I am not so sure I want to go on your ships any longer as I feel let down by Royal.

My family sailed on the Rhapsody of the Seas, Western Caribbean Cruise on 3-30-19---4-6-19 out of Tampa, Florida. We were assigned to cabin 4514. While at a beach resort for the day in Cozumel, Mexico my daughter got very sick with extreme lower right abdominal pain. We took her to the Ship doctor. As we checked in, the Nurse on duty told us there was a $165.00 charge to see the doctor and we said that is OK. She was in terrible pain. The Doctor saw her and asked us, "what do you think it is?" He then referred us to a hospital in Cozumel, Mexico for a scan of the area. She was also given pain medication. We were in the ship's medical facility for one hour. We were charged $1, 136.00 for a Doctor representing Royal Caribbean to ask us "what do you think it is." The charges were placed directly on the credit card that was linked to our cruise account. The charges are ridiculous and so far beyond the value of the care we received, I am shocked that despite three attempts now to even receive a contact back, I have received no response from Royal Caribbean. My wife filed a complaint and appeal with the on-board Guest Administration Officer, Velleton Roberts, the day after the incident I filed an appeal/complaint with the Royal Caribbean Customer Service Center in Miami on April 9, 2019 and through the written customer service contact on April 11, 2019. We received an auto-email response from Ernest Garcia who is listed as a "Guest Experience Team Member" on April 11 indicating we would receive a response within 48-72 hours. Having not heard from ANYONE by April 18, 2019 I called Ernest Garcia's phone number and left a voicemail message. It is now April 19, 2019 and after 10 days and no contact from anyone at Royal Caribbean in response to my completely reasonable complaint to have the Medical charges reduced by at least half of the charge, I have lost faith in your organization. Can you help me to understand how you think it is appropriate to not respond to any customer complaint, especially when it is reasonable.

SE

Prepaid for 16 day cruise with stop overs in Tahiti and then Lahaina and Maui being highlights of the cruise to leave Australia on 17 April 2019 - ref number 42913
Now advised by Royal Caribbean that Itinerary changed to by pass Lahaina and Maui and proceed direct to Honolulu with only a 1 day of the cruise fare as compensation. We would not have booked a cruise with only a stop over in Tahiti and spend 13 days direct sea sailing! We have requested at least airflight back to Maui and one of the excursion packages we were planning to do in Maui but were flatly refused - as was a full refund to cancel the cruise including incidental costs of the flight back to Australia and accommodation in Waikiki which we have already paid for.
Very poor service by RC !

I'm booked on the cruise from 12/09/18-12/16/18 with Royal Caribbean. I'm currently 4months pregnant and can't consume alcohol. We were trying to purchase a drink package only for my husband but the system didn't let us do that. I called and explained the situation. The representative told me that there is new rule they have: alcohol package have to be purchased by all members over 18 years old travelling together. I asked to escalate the situation but the only solution was offered is to purchase non alcohol package for me and alcohol package for my husband. Extra cost for our family of $216. I explained that I don't want the package since I would rather spend money on excursions there then buying a water and soda. But they didn't let me do that. I asked for the manager and call was transferred to escalation department. After 15 minutes on the phone with Kevin (ID number 14611), he said he can't make an exception to this new rule. I said that I feel obligated to purchase something that I don't need and I feel they are violated my rights as a customer in my condition. But he said I can go ahead an submit a complaint. That the worst customer service I ever had. And I didn't even get on the ship yet. I need an explanation in writing from the company on they way I was treated.

My sister went on her dream cruise. As a gift I ordered a $200 gift credit and a dictated card to be delivered to their stateroom upon check-in. She never got it. But my credit card sure got charged right away. When I called the gifts department and the customer service department I was told "sorry, but, there is nothing we can do about it". Seriously. That is Royal Caribbean's customer service? I am absolutely appalled. And disgusted.

Firstly we won a cruise with your company. The asked if we would have publicity photos done .And insisted we include our son.who is disabiled in these pictures .So we did which they printed and said in the headlines family win cruise .But This was not true.We had won a cruise for 2 adults, and would have to pay for our son.Also would have to pay taxes..ok so we started looking online, as our son was so excited .But when I rang and tried to book, I was told we could not book online .only over the phone .and amazingly the price doubled .We were also told we could not use in school holidays, but in England you get charged if you take your child out of school.This was becoming a nightmare .After loads of emails and phone calls. They promised us that because of all the grief, we could booked nxt year instead .Great I thought.But when the dates came, and went on voucher .We were told, to late cruise is lost.Im discusted with your huge company .We cannot believe you could do this to anyone, let alone a small disabiled child. Who is devasted .I will be writing to the papers .And yes I have complained before, with not response, at all.Also the voucher for the prize was never signed by the firm .

You have an employee by the name of Selii Sundii Sangan, who, exchanged his personal contact and social media information with a friend of mine. He then, post cruise, contacted my friend on more than one occasion asking for money. I find this behavior to be highly inappropriate and unacceptable. I told my friend at the time, this employee only wants to tap you for money. He did not believe me at the time, and was shocked the 2 times it has happened. I can provide you with a copy of the FB text that validates the activity took place.
Not sure why an employee on your cruise line would have the gall to ask a passenger for money, but he did.

Buenos días mi. Nombre silvana katherine fano mendoza, empleada de royal caribean el. Día 12 de agosto del. Presente año viaje con aero méxico desde heathrow london aiport, ciudad de méxico, lima.
Al. Hacer mi checkin pague por una malet extra por la cual no debí pagar ya que soy tripulante y tengo libreta de marino y mi equipaje permitido es dos maletas de 23 kilos me hicieron pagar por. Una maleta extra diciendo en. La página que sólo estaba permitida una maleta, al. Llegar al. Aeropuerto me. Confirmaron que hice un. Pago en vano y bueno estoy escribiendo para que se me haga efectivo el pago que hice por esa maleta que no debí pagar y para que sean más específicos en. Sus calusulas en cuánto a equipaje se refiere.
Espero se pongan en. Contacto conmigo mi. Correo es silvanita_ [protected]@hotmail.com
Gracias