Royal Caribbean Cruises review: Not paying refund of quarantine on The Radiance of the Seas from 24-26 of August 2022

Claim for damages for sail with The Radiance of the Sea. From August 19 – August 26 2022

Total costs € 1358,57 and Can $ 738,65

This can paid on our bankaccount NL14INGB000202066 JLW Roomer en M. Roomer-Bosman

Or

Mastercard [protected] valid till 02/27 JLW Roomer

Information reservation 9647015 (account [protected]) Marian Bosman diagnosed with Corona

Information reservation 9647015 (account [protected]) Jacobus Roomer also get in isolation

Room 8560 till August 24 and room 3022 till August 26

Summary

We have been quarantined on the boat from August 24, 1200 hrs to August 26, 11:00 and were unable to enjoy our trip.

From August 26 13.00 to August 30 10.00 we have been quarantined in the Barcly hotel in Vancouver.

As a result, we assume 2 missed travel days on the vessel and were 4 days in quarantaine in the Barclyhotel in Vancouver

The cost we made for the hotel and food and flight rebooking are:

• Barcly hotel €226,- and Can $ 397,16

• For food August 26 – August 30 Can $ 301,49

• Taxi to the Airport Can $ 40,-

• Flight rebooking costs € 368,-

We mist 2 days of our Cruise € 764,57 (2 days of total cruise € 2676,-)

Total costs € 1358,57 and Can $ 738,65

This can paid on our bankaccount NL14INGB000202066 JLW Roomer en M. Roomer-Bosman

Or

Mastercard [protected] valid till 02/27 JLW Roomer

Damage process

• On August 24, after a self-test and a test on the cruise ship. Corona was diagnosed with Marian Roomer-Bosman. Jacobus Roomer tests negative but also must get along in quarantine because he must drops his wife 3 times a day for the eye condition glaucoma.

The crew of the ship said that Jacobus Roomer also must go in quarantaine when he must go to his wife 3 times a day.

• From 24 August 12:00 until Friday 26 August in quarantine in an outside cabin at the bottom of the boat, while we had a balcony cabin. We were both not allowed to stay in this room and had to go to the special quarantine cabins on the boat.

• On August 26 in a quarantine bus to our hotel Barcly, we had booked this until August 28 (2 days) costs € 226,- We had already booked this hotel ourselves because we wanted to stay 2 more days in Vancouver

• On August 27 our hotel extended for a fee of Can $397.16

• Stayed in quarantine here from August 26-30. Koos Roomer (still tested negative) has only been out of the room here to buy food and drinks in the vicinity of the hotel.

• We flew back to the Netherlands on August 30th and arrived here on August 31st

Communicationprocess with Royal Caribean

• On August 26 we asked for the prorated letter with the number of days of quarantaine, because we do not became this letter on the ship (Royal Caribean website, contactform)

• On August 26 we got a message that our form has been submitted succesfully

• On September 1 (14.16) we send an email to [protected]@rccl.com. In this email were the bills and papers for the costs of the quarantaine

• On September 1 we got an email from Emilly Castillo that he recived our email and that the refunds will paid around 30 days after request

• On September 13 we asked again for the prorated letter with the number of days of quarantaine (Royal Caribean website, contactform)

• On September 13 we got a message that our form has been submitted succesfilly

• On September 26 (10.52) we asked Emilly Castillo how the proces about the claimhandling is going. Also we asked him to add the prorated letter to the insurance claim

• On October 5 we asked Emilly Castillo again how the process of claimhandling is going.

• On October 6 (16.23) we got an email from Jeffrey Schwartz that the process of reimbursement is ready but that they need our mastercard number and expiration date.

• On October 6 (19.09) we send Jeffrey Schwartz an email to [protected]@rccl.com

with our mastercardnumber, expirationdate and the name of the owner of the card.

• On October 6 we got an email from Jeffrey that he received our email and that it cost 14 business days from the request to get the refund of the costs

• On October 20 we send an email to Jeffrey Schwartz [protected]@rccl.com with above information and a request to pay the reimbursement before November 1 2022

• On October 31 we send a reminder email.

• On November 17 we got an email from Royal Caribean that they will pay the refund

• On January 3 we got an email that Royal Caribean had paid the refund on 30 November

• We have got the refund of $512 on our creditcard.

• On January 6 we sent an email that we received the refund for the cost for the hotel and the food. That we have missed the refund for the rebookingscosts of our flights € 368 and the refund of the missing days of our cruise € 764,57 (2 days of the totalcruiseprice from € 2676).

We also said that we have asked several times for the prorated letter. We asked Royal Caribean to pay €1132,57 on our credit card.

• On January 6 we got a email van Royal Caribean that they received our email and that Kathleen Truscello will be our Guest Experience team member

• On February 2 we sent an reminder email, because we did not have an answer

• On February2 we got a email from Royal Caribean that they received our email and that Kathleen Truscello will be our Guest Experience team member

• On March 3 we sent an reminder email, because we did not have an answer

• On March 3 we got an email from Royal Caribean that they received our email and that Viviana Gonzales-Lopez will be our Guest Experience team member

• On March 23 we received an email from Royal Caribean that they will sent an email to the ship to verify the days that you and the other guest have been isolated. They also asked for papers about the rebookingscosts and the original papers of our flights.

• On March 25 we sent the papers of the rebookingscosts and our original flights

• On April 20 we sent the orginal flight information from Lufthansa that our travelagent has become from Lufthansa.

• On April 20 Royal Caribean sent an email that they want the original flight information from Lufthansa

• On April 21 we got an email van Royal Caribean that they received our email and that Vivian Gonzalez - Lopez will be our Guest Experience team member (Ernest Garcia)

• On April 30 Royal Caribean asked again about the original flight information (Kathleen Truscello)

• On 30 April I sent the original flight information again that we have got from Lufthansa.

• On 30 April got a email van Royal Caribean that they received our email and that Kathleen Truscello will be our Guest Experience team member

• On June 3 I have sent my last email and asked for payment before Juni 15, this email will

Be sent to you as a copy.

• On June 20, I have asked my travelagent to get in touch with Royal Caribean and process the claim.

• On October 29 I had heard nothing from my travelagent and I have taken the claimprocess back.

• On November 1 I sent an email to Courtney Asuncion to draw attention to the claim again and I requested her to pay out the claim.

Till now November 1 2023 we do not get an answer from the websiteform [protected]@rccl.com about the prorated letter. Also we do not get an answer about payment from several Guest Experience team members ([protected]@rccl.com)

Today we sent again a reminder to Royal Caribean, all the papers of the claim are at Guest Experience