Royal Caribbean Cruises

Date of incident: 03/20/20 - 03/23/20
Client #: 4599536 & 4604046

ISSUE:
My family booked a cruise to the Bahamas for the week end of 3/20-3/23/2020. On 3/13/2020, I received an email from Pres/CEO Michael Bayley informing us the cruise has been cancelled due to covid pandemic. The email clearly details (2) options
1. Receive full credit
OR
2. receive 125% future credit.
We chose option #1- full credit and received confirmation of our request.

As of today, 7/21/2020, we still have not received full credit.
After numerous phone calls with customer service and conversations with agents, without resolution, we have escalated our complaint to Michael Bayley who has refused to grant our refund. Our complaint has also been escalated to BBB without resolution. The most recent escalation was forwarded via emails (7/7, 7/14 and 7/20) to Richard Fain- Royal Chairman & CEO. Asking for Richard to make an executive decision to give us our refund. As of 7/21/2020, no reply has been received.

We are being ignored by Royal Caribbean and forced to file complaints for justice. It has been over 4 months since the cruise was cancelled, they refuse to give us a refund and cannot deliver the services we paid for today or any specific date in the future due to covid pandemic. We want our refund they promised us.

We do not want future credit.

DESIRED RESOLUTION: 100% refund of cruise cost + excursions + taxes + fees, etc

On March 21 my wife and I were on a cruise from Tampa, Fl to Cozumel, Mexico. We chose to use Royal Caribbean as our carrier. We were aboard the "Jewel of the Sea". The ship was OK but the food was terrible and the selection was sub standard for a cruise line. Several of the onboard restaurants were closed. The steak that was available one night was thin, overcooked and tough. Steak was only available that one night. Seafood and steaks were only available at onboard restaurants for an additional fee. The pool that was clearly posted for "adults only" was filled with noisy children. Under aged children were allowed to roam the ship unsupervised. When we were preparing to disembark at Cozumel, we were herded like cattle by a less than courteous staff. The movies at the onboard theater were out of focus. At the end of the cruise, an unauthorized "gratuity" was added to my bill without my authorization. If I had a choice, I would have increased the gratuity on my stateroom attendant and decreased the gratuity for the restaurant personnel. A gratuity is for excellent service and is voluntary. What Royal Caribbean did was add an unauthorized fare increase. I would certainly never recommend Royal Caribbean when considering a cruise. Even with all the problems Carnival Cruise lines has recently experienced, it would be a step up from Royal Caribbean.

After undergoing medical treatment, onboard RCI Radiance of the Seas, I requested a a copy of the medical data relating to my treatment from the Medical Services Dept. at Corporate Hq. Two weeks after I sent my letter, a copy of all medical data was finally received, without any follow-up response from RCI.
After downloading the form from the RCI web site and providing the necessary information, I faxed the form to the number appearing on the form [protected]. Following up the submission, when talking to a customer service representative, I was notified the number I had faxed it to was incorrect and to use [protected]. However, this number just rings without connecting to a fax. I called in a third time and was told the fax number to use was [protected]. This also didn’t work. Today, I called again and asked to speak to a Supervisor. I was told that the number to use was, in fact, [protected], I asked her to ring the number to confirm it was a fax. After being on hold, she assured me she had verified it was a fax. After completing the call, once again, I attempted to send the form to [protected]. Not surprisingly, all I got was the phone ringing and no fax modem connectivity.
This dissemination of an incorrect phone number information and the failure of a customer service representative to handle the process correctly is unacceptable. I maiied a copy to the Medical Services Department, as well as enclosing a duplicate copy herein. Hopefully, the form will get to the appropriate focal point so that I can receive a copy of my Medical Services Bill as soon as possible. The form on your web site needs to be updated as well ensuring customer service representatives confirm the accuracy of the information they are providing.

From: Jerry T. & Pauline Dunn
2205 King Malcolm Lane
Zebulon, NC 27597
Contact Phone# [protected]- cell, or [protected] -home
Date: October 20, 2010
Ref: Jerry Dunn Rev# 0767316
Pauline Dunn Rev# 1282887
Sail Date-Oct. 9, 2010 to Oct 16, 2010

Dear Corporate Guest Relations Department:
I wanted to contact you and to let you know that there has been a very huge error and mistake made in our recent trip or sale date with your cruise line as noted above. I have never been fully able to explain my event of circumstances to anyone who would listen to our true side of the story or event that happened on you cruise ship Oasis of the Seas on Saturday night, date 10/09/2010 on the very first night we sailed. We believe that the actions rendered unto both me and my wife, were unfair, unjustified, and totally ill represented of what actually happened on the night of the event. Here now, please allow me to explain what actually happened, and with the full understanding of the situation, I’m sure anyone can understand what happened and why we believe we were treated totally unfair via the security officer, and asked or forced to disembark the ship.
This is the full and actual story and facts involving the situation. On Saturday night (10/09/2010) while in the walking in the Casino, I noted a slot machine having a credit listed, without me know that credit balance. I had approached a coin slot machine and with no one playing the slot machine. However, I had asked a lady sitting beside the slot machine if she was playing this slot machine, and she stated to me I factually “no, I’m not playing this slot machine, go ahead and play on it.” When I stated to her that I would “cash out the slot machine”, she stated that the funds coming out of the slot machine was hers, she stated that “she had been playing that machine, and had lost so much money in that machine”, even when she had stated that she was not playing the slot machine. Well to my surprise, I was shocked when I cashed out the credit, and she had told me to play the machine, and now the funds coming out of the machine is now hers. At the present time, I did not believe her, and I was willing to get the matter straight. Well to say the least, the lady became very irate, and became very unpleasant, and began to make irritating racial comments, and called me racial names, so I merely left the casino, went immediately back to my cabin, and said that I would resolve the matter with the casino and customer service in the morning so I kept the voucher of $100 to discuss with the Customer Service Officer and the other party involved. I have a copy attached. At the time it was very late, I was tired, and was ready to retire for the night, and get the matter taken care of on the next day. Well to my surprise and amazement, the Customer Service Office called me early, about 7:00 a.m., before I could be up and requested my resent at the Customer Service Office. When I arrived at the Customer Service Office, the Security Officer present would not listen to my side of the story; he really did not care what had actually happened, my wife and I spent approximately two (2) to three (3) minutes with the officer, and he informed us that we must disembark the ship immediately, and that was the final decision. They would not even let my entire family come with me to the meeting in order for them to hear or to even explain what had happened. I needed them for witnesses for what had actually happened; but I was not even allowed that opportunity. No one never really heard our side of the story.
This reflects my official request for a six of seven (6/7 or 86%) nights CREDIT ALLOWANCE for my cruise nights not taken for both myself and my wife. I’m in total and complete dispute with the actions of your Official Security Department for the handling of this incident on the ships casino. I had approached a coin machine with no one playing the machine. However, I had asked a lady sitting beside the slot machine if she was playing the slot machine, and she stated “no.” When I stated to her that I would cash out the slot machine, she stated that the funds coming out of the slot machine was hers, even when she had stated that she was not playing the slot machine. I believe I had found the funds in the slot machine. Instead of arguing or confronting the lady, here again, I went to my cabin, expecting to get the matter corrected the next day. It was late in the night, and I could tell that the lady was and had been drinking. However, before I could get back to the Casino or Customer Service Office the next day, I got a call from the Customer Service Office the next morning, early, stating that the Security Office wanted to see me. After meeting with the Security Office, they informed me that I had “stolen” something that did not belong to me, and the I was a “thief”, and I was to be disembarked off the ship immediately, with no travel assistance, no refund of my already paid expenses for the curies, and with absolutely no recourse, and that would be the final decision. I then merely to proceed as instructed via the Security Office and was removed from the ship in Nassau, Bahamas, both myself and my wife. However, I expect to receive 86% of my refund (in the form of an allowance for another cruise on the ship, which I believe is fair, which reflect 6 of 7 nights, we did not spend on the remainder of the cruise ticket contract.
I do hope that someone or anyone will listen and consider our request in this matter on our behalf. This past cruise was our fourth (4th) cruise lifetime on the Royal Caribbean Cruise Line; and our twentieth (20th) cruise lifetime. I’m currently receiving chemo treatment for liver cancer. I’m merely trying to enjoy my life, and live my life to the fullest for the remaining days I have in life. I do try to live my life as a good example for others to follow. In the total all twenty (20) cruises I have sailed, I have never had a problem or had a situation, like the one I currently have now. I ask that you please be fair in this matter, reconsider your “final decision” in this matter, in that you will allow me and my wife anything, or any consideration in this matter; and to please do the right thing on our behalf. I look, and hope to hear from you very soon concerning this matter; and I pray that you will surely consider and listen to our side of the story, and merely do the right thing in this matter.
Your help, response, and consideration in this matter is greatly appreciated. Thank you for your efforts in this matter………be blessed!
Best regards,

Jerry & Pauline Dunn

My wife and I wanted to see the Mediterranean area as a nice second anniversary trip. In the past, we have traveled on land tours and have enjoyed seeing many countries in Europe, Asia, and South America. This time, however, we felt that a cruise would be the best option to see these coastal areas.

Upon arrival in Rome, Italy for our cruise, the problems started.

Royal Caribbean reps told us to get our bags and wait for further instructions. Our transfer ticket stated that we would get a orientation tour of Rome if we arrived early (which we had). So, we were looking forward to that. The agents promised us that the tour would begin as soon as we got outside the airport. But, after we were herded into a pack of our tourists, we were informed that the "traffic" would prevent us from doing a tour. This is a strange and unbelievable excuse. We rode on a bus to Civitavecchia.

At the "holding tank" area, we sat for at least 30-40 minutes without being told what was going to happen and when. Suddenly, we were informed that the ship would be opened and boarding could commence. People rushed to the entry way and we were again herded onto the ship in a tiresome manner.

Once inside, our rooms were not ready and we had to wait in the WindJammer cafe and eat. The food in the main cafe (as we found out throughout the cruise) is similar to going to a Golden Corral buffet or perhaps some other American style buffet restaurant. While palatable, the food is mediocre and tiring at best.

Rooms: The rooms are VERY small and uncomfortable. My college dorm room was FAR better and cleaner than the room we had on the ship. I had trouble sleeping every night and the walls creaked, crackled, and popped all night. Also, the ship turns off the A/C at night and it gets REALLY HOT in the middle of the night.

I woke up sweating many nights. Also, there is no water in the room (or nearby) except for expensive bottled water. The shower was VERY small and the curtain was ineffective at keeping water off of the floor. My wife and I constantly had problems with the shower curtain.

Excursions: The Royal Caribbean excursions were hit or miss. The ones to Egypt, Turkey, and Capri/Sorrento/Pompeii were fairly good. The ones to Rhodes, Cypress, and Athens were awful. In fact, the one to Cypress actually omitted a scheduled activity because we were supposed to visit a castle. Incredibly, we did not get to see this even though we paid for the tour. The guides on the bad tours were also rather bad. They rambled at a consistent monotone as if they were doing a lecture for the 1000th time without concern for whether we could hear. One guide in Rhodes, for example, lectured about everything under the sun to kill time while we waited 50 minutes for people to use the restrooms. So, a good chunk of that tour was outside the restrooms of Rhodes!

When we complained about the bad tours to Royal Caribbean reps, they just said to fill out a form and they'll get back. I thought this was a poor response and asked to see a manager. They were VERY reluctant to even allow us to see a manager. The manager merely parroted corporate policy and seemed to interrogate us as to why we would be upset!

The deal is that if you don't like something, you can file a complaint and you won't hear the result until THE LAST DAY OF THE CRUISE. The reason, I think, is so that you won't cancel any other excursions and won't get any more upset.

On the last day, they refunded us 20% of two excursions for our troubles. This amount seemed arbitrary and was part of a form letter attached to the refund.

Overall, I must say that the tours were well below what you'd see with something like Globus, Trafalgar, Cosmos, Brendan, etc.

Facilities on Board: The ship itself does not have all that much to keep you occupied for days at sea. The golf course is very small and has a few holes. It might keep you occupied for an hour. The climbing wall was interesting and took maybe 45 minutes (including the line). The library/game room is nice in theory. However, like much of the ship, it is first come-first served. People swarm to the good games and books. So, for instance, the game of Scrabble was usually out. We ended up playing the Spanish version of Scrabble :)

The gym was nice with one big exception: IT WAS HOT. If you plan on running on a treadmill, you will nearly pass out from the heat. There is no fan in the gym, poor air circulation, and no way to get air flow in there. Also, there is no water except for a small water pitcher near the spa (which is usually almost empty). I felt like I was going to sweat to death in there. If you try running on the upper deck, it will be nearly impossible because of people lingering around up there.

The computers and internet on board are acceptable. However, the connection will be worse than most high speed access you use at home. I paid $55 upfront for the privilege of having the $0.37/min package. That goes fast given the slow speeds. I could check emails and correspond well with people back home. However, you cannot really download email attachments or use Word while at sea.

Staff: Many of the people at the burser's desk, excursions desk, or any other customer service post simply give a robotic response that no one is available to give an immediate resolution to the issue presented. They never have authority to solve your problem and act rude in light of simple questions. I saw the burser people treat one elderly lady very harshly on the final day of the cruise when she asked them to remove a charge she did not make. They said they could not help her until later. She was upset because she was leaving that day. This did not concern the burser and he replied, "well, we'll be here."

Poor information: As big as Royal Caribbean is, you'd think their instructions would be crystal clear (after all, their legal disclaimers seem to be!). This is not the case. On many occasions, the tickets had incorrect information about where to meet. On the last day, for example, it said to meet in the theater on Deck 4 for our group to be called for the transfer to the airport. We went to the theater at the appointed time and it was CLOSED. No signs or anything. We went to the bursers desk and asked them and they said to try Deck 5. We did that and no one was there. Finally, a maid told us the transfers just go to Deck 1. When we finally got there, the bus was about to leave without us! I was very upset because our tardiness was due to their own poor instructions.

Medical Center: For some reason, I got very ill on this trip. I don't know if I got sick on board or from visiting Egypt. I knew to wash my hands and did so regularly. So, it's hard to say. But, in any event, I was so sick that I could barely walk down to the medical area. I was treated with IV antibiotics for two days (which, as I heard from other cruisers, is what they typically do). In the end, this cost us $1, 500.00 in fees. The doctors were foreign trained (i.e. Colombia, Poland) but seemed decent. I was shocked, however, at the drugs because they were Chinese made pills in a little envelope. When I got home, I went to my doctor and got a new prescription. These same drugs were free at my local Publix. On board, they cost $161.00.

Waiters: I must say that our waiters were excellent and this was one positive aspect of the trip.

Food: They only serve Americanized food (and 1 Indian dish as Vegetarian). You will NOT get to sample the local foods from the ports!

Security Staff: The Security people are rude and will literally throw your bags into the x-ray if you do not move fast enough. Also, they confiscate any wine you might buy in the ports and only return it on the last day.

Overall, I wholeheartedly DO NOT recommend this cruise or this company. Please save yourself the money and pain we experienced and try something else.