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Royal Caribbean Group Rating
Address: 1050 Caribbean Way, Miami, Florida, United States, 33132-2028
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I show that I am still owed a balance of $3, 436.
My family typically sails 3 to 4 times per year and we were excited about trying out Royal Caribbean. I understand that COVID has made a mess of things, but customer service has been an absolute nightmare.
with covid they wont give you a refund. but I called 2 months ago and they said wait till they cancel the cruise.they lie and wont give refunds.
The sailing was not one that was included in our operational suspension. We offered Cruise with Confidence Future Cruise Certificates, but this offer was declined. The Cruise with Confidence Future Cruise Certificate offer requires at least 48 hours notice of cancellation. As the reservations cancelled due to non-payment, we are unable to provide any sort of consideration for compensation.
I booked a group of rooms with representative for Bahamas cruise. During the booking the RC representative allotted the deposit for one guest suite to the wrong suite (unbeknownst to me) weeks later I called in only to find out that one of the rooms were cancelled due to no deposit received. The 2nd representative realized that one room had 2 deposits made and was able to sort it all out and get the missing room re-booked and the deposit transferred to the right room. Due to covid-19 that sailing was suspended and I immediately put in request for refunds for all the rooms. I wait the 30-45 days and within that time I received the refund for all the rooms except the one that RC made the mistake on during the time of the booking. I quickly realized that there was $500 dollars missing and call RC. I was told that because they transferred the deposit from another suite the refund did not process correctly but assured me that it was all corrected and within 30-45 days the refund would go back to the card. I wait and no refund is received. I called back again after the advised time frame and was told oh because of the transfer it was not processed correctly and they need the card information. I offered to provide the card information on the previous call a month prior but was told it is already in the system and will just go back to the card used for the deposit. I give the representative the card number again and was told the issue was being escalated to the accounting department and that she would monitor it and call me back on Thursday. Thursday comes and no follow up. I call back to RC on Friday and get the run around again about how it will be a second escalation. I demand to speak to a Manager and after being on hold for about 30 mins a supervisor gets on and starts giving an overview of everything that past representatives have said before. She then says I am asking you to wait a few more days because the disbursement is scheduled for Sunday and will be going to card # *** To my astonishment the card number she reads is not my card. After giving them the card number multiple times and them reading it back to me now it's going back to a card that does not even belong to me. I am convinced that this is the worst service I have ever experienced and I will never cruise Royal again based on the gross mismanagement of my money which I still haven't gotten back after months of getting the run around. I feel like there is no effort to resolve this issue and I will never get my money back. Each person I speak to is as incompetent as the person before them. There has to be a way to get some resolution and my refund of 500.00
Our cruise was canceled due to COVID19. I was informed that my cruise was canceled by "me" and that they will NOT refund me.
Reservation ID: XXXXXXX
Brilliance of the Seas
6/14/2020-6/21/2020
Total amount: $3166.54
Full refund Royal Caribbean is saying we were opted into a future credit, than did not supply the credit info for FOUR months I did not opt into this program.
Subject: ***
Case: 90572467
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
This reservation was cancelled at a time in which we were offering Cruise with Confidence Future Cruise Certificates, not refunds. The sailing had not yet been cancelled by us.
We are not offering refunds for those who cancelled under Cruise with Confidence. This is being enforced for all impacted guests. As such, we cannot move forward with the refund requested in this case.
Please note, we have received a chargeback request from this party's credit card company. We have responded and await the financial institution's review of the case. If the case is found to be in Ms. favor, we will be forced to inactivate the Future Cruise Certificates that were provided previously.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason we are filing this claim is because we DID NOT request to cancel the cruise before it was canceled. Please send written signed evidence of a request to cancel. The cruise line is LYING and saying we canceled when we DID NOT so they can keep the funds and issue a gift card, we do not want a gift card we want our cash back as we have never canceled on our own behalf.
Filing this complaint has been the ONLY way to receive communication by the cruise company as they have not been responsive at all; it has taken 4 months to receive any communication regarding this
Subject: ***
Case: 90572467
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our records show that the cancellation was enacted on this party's behalf. For any questions regarding the cancellation that was processed on their behalf, we recommend that they contact the Travel Agency who is managing the subject reservation. Due to our contractual limitations with the Travel Agent community, we are unable to provide any further details unless the Travel Agent of record gives us specific permission to do so. We apologize for any disappointment and thank this party for their patience and understanding.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
At this time, there has been no resolution. We have spoken to our travel agent and they DID NOT opt in for a credit. The cruise line is making a FALSE claim in order to give us credit instead of our cash back, The credit issued was also significantly less than the purchase price of the cruise. The cruise line is scamming customers into credits they did not ask for in order to not issue cash refunds. This is why we are contacting the Revdex.com because the cruise line is dishonest and repetitively lying to protect their interests instead of their customers. Please issue a cash refund as we NOR our agent has ever asked for a credit. The cruise was canceled therefore we demand a cash refund.
Booking XXXXXXX to Quebec May 15, 2020. Cruise cancelled and rebooked to Bermuda by RCI, then 125% credit denied
Booking#XXXXXXX- RCI Cruise from Port Liberty, New Jersey to Quebec City scheduled May15, 2020, purchased in November, 2019 formyself and my wife, Dianne Mount. Fully paid@ $926 plus about $300 in taxes/fees. April 1, 2020, RCI without my knowledge or consent, changed the cruise itinerary to Port Liberty to Bermuda, roundtrip. As I planned to return to Ontario after the cruise, this was totally useless, and I declined the proposed change by email to customer srevice. Apparently RCI changed the booking because all Canadian ports had then been closed, but Bermuda had not yet been closed to cruise ships. The Bermuda cruise was thereafter cancelled in late April.
At the time my cruise was cancelled, I was offered a refund or 125% future cruise credit. In an effort to help RCI I opted for the 125% credit, although I did not hear back from RCI for two months. When they called I confirmed that I would take the 125% credit on a future cruise, available till 12/2021. Port charges/fees did refund.
In July, 2020 I received a $463 Future Cruise Credit only for my wife, with no 125% increase, and nothing for myself. I emailed RCI and demanded either 125% FCC each passenger, or immediate refund of the $926 paid. August 14 received FCC's for my wife and myself @$463 (total $926) along with advice that I was not eligible for the 125% credit nor for a refund, because I had "cancelled" the cruise April 1, before the April initiation of "Cruise with Confidence"
I attach a copy of the Aug 14 notice from RCI. Their position is absurd, as I did not cancel the Quebec cruise, they did, and I had also been given a specific promise of a 125% FCC. I believe that RCI is doing this type of improper and/or illegal behavior purposely to many cruise customers.
I require a refund of $231.50 from Royal Caribbean Group, which is 25% of the $926 paid (outside of port fees/charges). I do not desire a further Future Cruise Credit, as I will not use it.
Subject: ***
Case: 90571820
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We reserve the right to modify the itinerary of our sailings without liability to provide compensation. Please see the Cruise Ticket Contract at www.RoyalCaribbean.com for more information.
We received an e-mail from Mr. on April 1st requesting to cancel with Future Cruise Certificates. This reservation was cancelled at a time in which we were not yet offering Global Suspension compensation (125% Future Cruise Certificates) for this mid-May sailing date. We were offering Cruise with Confidence Future Cruise Certificates (100% Future Cruise Certificates). We have issued the requested certificates.
Should Mr. decline Cruise with Confidence, and wish us to process the cancellation as we would normally handle, we would issue a refund of $231.50. The Future Cruise Certificates of $926 total would be inactivated and no further compensation would be provided. We must confirm that he understands this and is agreeable to this before we begin the refund process.
Thank you for bringing this matter to our attention. We await further response.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Readers of this series of complaints will enjoy this one:
Former RCI (now Royal Carribean Group,to help prepare for bankruptcy) representative says you can take our deal or forfeit about $700 of the $926 you paid for a cruise that never went. This alone is outrageous, but there's much more. They couldn't resist flexing their no-rules muscle!
RCG rep says ok to change a one-way cruise from NJ to Quebec, to a round trip to Bermuda, without notice or approval (refers to 40,000 word cruise contract) and no compensation is available.
Finally, desperate RCG crosses the line into straight falsification. On April 1 they notified that May 15 cruise changed to Bermuda, and specifically asked me to consent to or reject changes. As requested, I responded not accepting changes, and requesting 125% FCC that was specifically provided for in their email. This was before Cruise w/ Confidence existed. RCG has hired people like time share sellers, who will do and say anything to dismiss your objections. Will they fall back on their "proprietary rights" to avoid disclosing evidence of fraud/deceit?
Hardly worth mentioning that I'll be returning to Holland America, on which I cruised many times before 1999 (I hold a Bronze medal for over 100 nights) but will note that I won't even accept free travel as Director of duplicate bridge games as I have done on crossings and repositionings.
Of course I've accepted your sad offer of an inadequate FCC, as I'd get nothing otherwise. Sayonara, Royal Caribbean. I am glad that I am not one of your creditors.
Subject: ***
Case: 90571820
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our records show that the agent who handled Mr. correspondence misunderstood his request for Future Cruise Certificates. He thought that Mr. meant Cruise with Confidence Future Cruise Certificates, and not the Future Cruise Certificate offer that is mentioned in the attached redeployment communication. The communication states that guests need not contact us to receive the Future Cruise Certificates, see highlighted portion, but those who are requesting Cruise with Confidence Future Cruise Certificates do have to contact us to provide adequate notice. This may have contributed to the agent's confusion. In any case, we apologize about the error on our part.
We have initiated the refund process to resolve this matter. We kindly ask that Mr. allow 2-4 weeks for the refunds to be received. We thank you for his patience and understanding.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the offer of a $231.50 on board credit, so long as I also receive credit for the $71.42 over payment made for booking XXXXXXX, on the Rhapsody for Jan 23, 2021 10 nights fom Tampa, FL, for myself and Dianne Mount. I require that this credit (total $302.92) be physically reflected on an amended Cruise Vaca. Receipt for XXXXXXX, delivered to me by email.
I appreciate your prompt and accurate correction of prior errors, and will mark this complaint as fully resolved, after receipt of the amended Receipt.
My cruise was impacted by the COVID-19 travel restrictions and I requested a full refund and was denied due to the timing of my cancellation.
I cancelled a booked cruise for July of 2020. Royal Caribbean is refusing to provide a full refund and only offering credit due to the timing of my request for cancellation was before the global suspension. They are saying that if I waited until after the global suspension was in effect, I would qualify. Since I was pro-active in cancelling my cruise per the instructions the sent out, I am being penalized and only able to receive future credit (for a limited time period).
I feel that they are taking advantage of the customers that followed their own instructions and avoiding unnecessary risk. We have no indication of when this virus will be handled and even when it is, the anxiety around traveling and being stuck on a ship is higher than ever.
I understand the organization and cruise industry is struggling with the impacts of COVID-19 and at the same time, this is no way to control costs. This is detrimental at a time when people need their money the most and this organization is showing no care or concern for their customers.
The only resolution that I am open to is a full refund of my deposit. I also think the company needs to reconsider their "policy" and provide a full refund to anyone that was impacted with bookings before the restrictions regardless of the initial cancellation request.
Subject: ***
Case: 90571805
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The subject reservation was created under a non-refundable deposit price program. This guest cancelled their reservation prior to final payment, but before we announced our global operational suspension for the July sailing.
We have information about how non-refundable deposits are being handled in light of the COVID-19 pandemic on our website. Please see the FAQs on our website at the following link: https://www.royalcaribbean.com/cruise-with-confidence
Those who had cancelled prior to the announcement are not eligible to receive a refund. This is being enforced for all impacted guests. As such, we are unable to honor the guest's refund request.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
As mentioned in my initial complaint, the option for a refund should apply to all guests. Those who took action before the global shutdown should not be penalized. This is an unfair practice and should not be acceptable. This whole situation has changed my perspective on taking a cruise and I will not be using any such credit. Any cruise impacted should receive a full refund, period. Anything less than a full refund will not be acceptable.
Subject: ***
Case: 90571805
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The nature of our business is as such that we receive cancellation requests at varying times in the life of a reservation. We receive and process cancel requests 24 hours a day, 7 days a week. There is not any way for us to implement a refund offer that satisfies everyone. We felt the fairest way to introduce this offer was to make it available to those who's reservations were still active (and were forced to cancel) when we announced our operational suspension.
We are truly sorry for any disappointment with the way we have administered our operational suspension refund offer. We were trying to be as fair as was possible at the time. It was never our intent to penalize any of our guests.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response. The same refund policy should apply to the impacted customers, period. Royal Caribbean is taking advantage of the situation and trying to retain as much money as possible. This is wrong and should be addressed.
Please escalate this as receiving the same response in another way is not helpful.
Royal Caribbean is refusing to refund $1000 paid for a cruise that I did not sail due to national pandemic.
On 4/9 the CDC released a statement that it was no longer safe to board a US cruise ship. I am a the vice president of nursing at my hospital, and follow both CDC and WHO daily guidelines. I called to cancel my cruise on this day for this reason, not to mention there is no way I would be able to cruise in July with the demands at my hospital. I called on 4/9 to discuss options with this company. The representative talked me into keeping my credit with them to see how the situation looked next year. Hoping that the Summer of 2021 may be an option, I agreed. Two things have now happened, we have learned that Covid-19 is not going away, and second the cruise I was planning to take to the Bahamas from Galveston (driving distance from my home) is no longer offered. I called the company back today 8/21 and requested a refund of the remaining funds and now I am told that on 4/9 I entered into an agreement (unbeknown to me) that I was relinquishing those funds to ONLY be used as a future cruise credit! Had I known this I never would have agreed.
I am asking for my $1000 to be refunded at this time, and to be honest with future customers about the finality of their decisions with your company
Subject: ***
Case: 90571264
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
This guest cancelled their reservation in early April and the non-refundable deposit of $1000 was withheld. This sailing was not impacted by our operational suspension until mid May. Those who had cancelled prior to that time are not eligible to receive a refund. This is being enforced for all impacted guests. As such, we are unable to honor the guest's refund request.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an unacceptable response. I would like to request arbitration and spoke to my lawyer (sister) this morning. Please let me know if I require her services. I cancelled the reservation for the safety of my family at the advice of the CDC! These remaining funds should not be withheld because I was proactive about the safety of myself and my family. The
cruise WAS indeed cancelled, as it should have been.
Subject: ***
Case: 90571264
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are not required to refund non-refundable deposits if the guests initiate cancellation. This is noted in the Cruise Ticket Contract, which can be found on our website www.RoyalCaribbean.com. This contract governs the reservation and cruise vacation. The guest agrees to the terms when they book their cruise vacation with us.
This party booked a non-refundable deposit booking. Our normal process would be to provide Future Cruise Certificates, not a refund, upon cancellation. These terms were agreed upon when the booking was created. We sent the attached invoice on the day it was created, and it shows a non-refundable deposit. See attached.
We understand that this party would prefer a refund, however, that is not consistent with what we are offering to our guests impacted in this same way. We would normally issue Future Cruise Certificates, and we have done so. No service failure has occurred on our part. No further considerations can be provided.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Recommendations by the Center for Disease Control recommended all cruises be halted on the day I cancelled. The health and well being of your guests along with recommendations from governmental agencies would supersede your contract terms. A future cruise credit, to be used during a pandemic, which I won't be doing, does not make this right. It is not right that the remaining guests on the cruise who waited to cancel were all refunded and I am not. I would have thought cancelling as soon as I was aware I would not be placing my family in danger would have been your preference for your planning purposes. This is NOT right and I will continue to kindly ask for my 1,000 refund that does not belong to you as services have not and will not be rendered.
I had to cancel my vacation due to pandemic/ unfortunately my family was affected, I am asking for my deposit back ,
This vacation was booked before the pandemic , I canceled this trip because my husband lost his job , and the ship was not going to sail and didn't sail, I am being told since I canceled before the cruise line canceled I can't get my deposit back . I didn't not have the money to pay for a vacation that was not happening, and again my husband lost his job. How is this right ? It was only canceled anyway , no ships are sailing , I need this money for my family to live
I was told if I would of paid the trip in full , I would get a full refund . Again we are in a pandemic. I didn't have $7,000 to lay out to hey my deposit back
Subject: ***
Case: 90571354
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
This guest cancelled their reservation before we announced our global operational suspension for the August sailing. Our agent noted that they advised of Future Cruise Certificates to be issued. They noted that the guest agreed to the certificates.
We have information about how non-refundable deposits are being handled in light of the COVID-19 pandemic on our website. Please see the FAQs on our website at the following link: https://www.royalcaribbean.com/cruise-with-confidence
Those who had cancelled prior to the announcement are not eligible to receive a refund. This is being enforced for all impacted guests. As such, we are unable to honor the guest's refund request.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told I had to pay in full to receive my FULL refund . Was I did not have the funds, to do so, I am
Asking for my deposit back to feed my children
Subject: ***
Case: 90571354
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our records do not support the fact that this party was told they would receive any different offer if they paid in full. The day they did enact cancellation also happened to be the day that their final payment was actually due. At that time, this sail date was not included in our operational suspension. As such, anyone on this sailing who cancelled within a penalty phase would have received Future Cruise Certificates, not refunds. This is what we provided for this party. No further offers or considerations will be provided.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Refund
HORRIBLE AND CRIMINAL!,, My son booked us an Alaskan Cruise which was suppose to sail May 2020! I called in March because of the Pandemic and took a credit but was told if the ship didn't sail I could get a refund! In May I called requesting my refund and I was told I would not get a refund only cruise credit and a reimbursement of taxes and fees! After working with an agent at Cruisewise (which is who my son used to book the cruise) the agent spoke to a representative named Yanni at RCC who agreed to a full refund! I confirmed it a few days later and was told it could take up to 90 days! I waited 90 days and called Cruisewise to find out RCC changed their mind! No explanation but to say I canceled and can only have a credit! At that time the RCC agent realized my taxes and fees were never refunded. The credit was issued on 8/19/20( 4 months after they claimed I cancelled) therefore its fair to say my trip was cancelled on 8/14/20 4 months after the cruise date, the ship didn't sail and I'm entitled to a full refund!! This is my money and I want it back...
Once the decision to cancel has been received by us, the booking is considered canceled and the cruise contract is held to the terms and conditions of that cancellation agreement. Any changes or announcements that happen later have no further impact on a canceled reservation. We understand that our decision is not what you were hoping for, and we're sorry for any disappointment this response has caused.
RCC is not being honest! I was told by 3 representatives that I would be getting a full refund! and that is not being addressed in your response!, Even if I misunderstood your representative when I cancelled (because I thought I could get a refund if the ship did not sail) you had 3 representatives agree to a full refund on May 2020! Therefore I expect you to stand behind your representatives and give me my money back! What kind of company are you? The airlines returned my money without even asking! I demand a refund immediately!, I was also promised a phone call back from Kaitlyn in the Resolution Dept and I'm still waiting! ( I was told it would take up to 48 hours, well it's almost a week)! Stop hiding RCC and pay up WE ARE IN A PANDEMIC and if a customer asks for a refund and is told they are getting one it's time to pay up!
We appreciate you bringing the confusion to our attention. We will address any misadvisements internally. Unfortunately, this does not alter the agreement that was made when the booking was canceled under the Cruise with Confidence policy, and we must respectfully decline the refund request again. This decision was made at an Executive level, which means it has been finalized and will not change. Nevertheless, we are sorry for any disappointment with our final decision.
In short, I reserved my first cruise booking in December 2019 with Royal Caribbean and paid $500 down. The cruise was scheduled to depart on 10/3/20. Royal Caribbean then took the opportunity to use the uncertainty created by the first global pandemic in generations to use a technicality to keep my deposit. After making my reservation, I had until July 5th to pay the remainder of my balance or the reservation would be canceled. Based on the economic uncertainty of such a large cash expenditure during an unprecedented pandemic along with the significant health concerns of contracting a potentially deadly infection as a high-risk individual, I held off on paying for the remainder of my cruise until the last minute. I was hoping against hope that the situation would improve and I could take the cruise. However, I also realized that if I paid any more money, I was putting even more dollars at risk of a reduced refund if I canceled too late or at best being given only a "cruise credit" instead of cash if things went south. As a result, I opted to let the reservation expire (or as Royal Caribbean says, "cancel for non-payment") thinking that because it was 90 days prior to the cruise date I would get a full refund. Unaware that by allowing the reservation to expire I was forfeiting my $500 completely. Had I known that was going to happen I would have called instead of letting it expire.
On a side note, this is 2020, people are busy. This is a practice that is designed solely to ensnare people and take their money. What difference does it make if I call you to cancel 90 days in advance or if the booking expires for non-payment 90 days in advance? The outcome is the same. Under normal circumstances, I don't get to go on a cruise and RC gets to re-book the room. It's a scam - stop it.
In the end, had I paid the full balance prior to 7/5 I would have risked RC not canceling the cruise forcing me to make the decision to accept a massive financial loss or risk my health to travel. However, because I chose not to put myself in the position of making that decision (absent the information that I needed to call and not just let it expire) I'm out $500 and the cruise was canceled anyway. So, after multiple email inquiries about when I could expect my refund went unanswered, I contacted ***, an RC customer care representative on 8/20 who confirmed that yes, the cruise was canceled anyway and I was out the $500 regardless and there was nothing anyone could do. *** was great by the way, but completely unempowered to help me.
Lastly, while this is a horrible business practice, it's even more horrendous that in a life-threatening pandemic during which people have experienced the pain of record-high levels of unemployment, you would stake your business reputation on the lack of a customer's phone call to keep their hard-earned deposit when you canceled the cruise anyway. Shameful.
Under normal circumstance, the non-refundable deposit that was booked would result in a Future Cruise Certificate upon cancellation. We normally deduct $100 per person fee, and issue certificates that are good for one year.
Our Cruise with Confidence Future Cruise Certificate waiver would give Future Cruise Certificates that are good until the end of 2021 for the full value of the deposit. It does require a 48 hour notice of cancellation. See our website at the following link for more information: https://www.royalcaribbean.com/cruise-with-confidence
We realize that it may seem like it wouldn't make a difference whether the booking is cancelled by the guest vs. cancellation for non-payment of final amount. Operationally, it does impact our business. Our business decisions are often predicated on how many bookings are active at varying points in the life of the booking. In any case, we are happy to provide the normal non-refundable deposit Future Cruise Certificates that are offered upon cancellation. We are not able to issue full refunds or the Cruise with Confidence Future Cruise Certificates. We are sorry for any disappointment this response may cause.
I don't understand the response. This was going to be my first cruise on RC and unfortunately, I'm not well versed on the lingo and apparent legalese they use to skirt around typing in plain English. One sentence says, "we're happy to provide"...Future Cruise Certificates and in the next sentence, "we are not able to provide"... Future Cruise Certificates. What exactly are we talking about and what dollar amount? Or am I just wasting my time?
We cannot provide the full value of the deposit, as the guests would have had to give us 48 hour notice of cancellation. The certificates we can offer are the deposit minus $100 per person fee. Should you need further information, please call us at (XXX) XXX-XXXX. Any of our available staff are happy to help.
Ok, that's better than nothing. I'll accept that offer.
We appreciate your understanding. We have sent the offer via e-mail to you.
Complaint Details Unavailable
Subject: ***
Case: 90571233
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our records show that the refunds of $170.80 and $250 were sent on August 23, 2020 to Visa ending in 1901. Mr. should allow additional time for Visa to post the funds.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I'll believe it when I receive the funds posted to my Chase Account. As of today, nothing. Thank You for getting Involved.
Subject: ***
Case: 90571233
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The timeline for the refunds to show as posted is entirely up to your financial institution. Should the funds be returned to us, we would be happy to contact the cardholder to make alternative arrangements. To date, no such return of funds has happened.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
Case has been closed. RCCL paid me the balance due. Thank You for the prompt efforts of Revdex.com.
RCI has intentionally held unto my refund money that I paid up front in full as required by the company for 2 staterooms! I have not received my MONEY
Cruise was booked onboard while on another cruise with them in June 2019.
Money was paid in Full by March 2020
It has been over 5 months and still NO REFUND!!!! Where is my money. You have it please return. This is unethical and unacceptable! As a veteran of the military and a family of 5 $7000 is critical to our family's survival needs during these unprecedented times!!!
Other people I know that cruises with other cruise ones have gotten their refunds with no problems. RCI just keeps referring us back to the travel agent who doesn't have our money. We didn't pay them.. we Paid RCI!!! Stop holding Americans money and pay up. You're still booking cruises and you received help money from the government. Unfair! Not happy. Will never cruise with them again! Sorry for the rant but this is so frustrating. I have a family to feed and my child's college tuition to pay for!!!!!!
A full refund ASAP. We've been more than patient with no answers still!
Subject: ***
Case: 90570543
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
While we understand the frustration, due to contractual agreements between us and the travel agency, we're unable to discuss or make changes to the financials of a travel agency booking with a guest. While the refunds will go back to the cards from us, we can only give specifics to the travel agency directly. As our representatives have advised, the guest needs to speak with her travel agent.
Thank you for bringing this matter to our attention.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Because my travel agent is just as frustrated and at a lost for words because they are not getting any response from this company either. Royal Carribean is using this excuse to prolog my refund. My travel agent is calling and being told NOTHING from Royal Carribean. Also I booked this cruise on board Royal Carribean with a Royal Carribean agent. This response is unacceptable. It would be okay if this wasn't the 6 month and no closer to any answers..... My travel agent calls weekly and you haven't given any date or any answers. Royal Carribean has our money not the travel agent. Give me my money that's owed. This is unacceptable. So far you have credited me $10.25 on 7/10 and $50 on 7/25 if you can do this you can credit my money in totality
I
Subject: ***
Case: 90570543
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have called and spoken to the travel agent *** about these reservations. We will also be reviewing what expedition options are available for these refunds and appreciate Mrs. continued patience and understanding.
Thank you for bringing this matter to our attention.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately because they have made so many promises with no true action I'm not accepting the response until it says a refund has been processed. Thank you Revdex.com for helping me through this long and frustrating process.
Subject: ***
Case: 90570543
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The refunds have already started processing for these two reservations. Depending on the bank's processing times, it can take several business days for them to appear on the respective online accounts. However, the guest should be seeing them soon if she hasn't already. We have disbursed the vast majority of refunds and have a few smaller ones currently pending that we anticipate being disbursed by Monday. We're truly sorry for the delay and we'll be happy to keep this case open until the guest confirms she has received all the refunds.
Thank you for bringing this matter to our attention.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to continue to keep the case open until all monies have been refunded as RC has mentioned in their response. Thank you
Our cruise for June was cancelled. We are still waiting on our refund. Where is it!! We have been patient, but this is ridiculous.
Cruise Date: June 7th
Reservation ID: XXXXXXX
Paid with Deposit and Remaining deposit with a CC
I want my refund from the cancelled cruise!
Subject: ***
Case: 90570534
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We're sorry for the confusion. The default for suspended sailings are the 125% Future Cruise Certificates, which have been issued. We haven't received a request from the travel agency for a refund on this booking. If Ms. would like the lower value of a full refund, she should contact her travel agent directly for assistance.
Thank you for bringing this matter to our attention.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Our travel agent submitted the request months ago, we've gotten back $1368.08 out of $6,402.08. So that response is not the truth or ok. We want our remaining balance NOT a cruise credit.
Reservation ID AGAIN: XXXXXXX
Subject: ***
Case: 90570534
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have called and spoken to the travel agent *** about this reservation. We will also be reviewing what expedition options are available for these refunds and appreciate Mrs.' continued patience and understanding.
Thank you for bringing this matter to our attention.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Do the RIGHT thing and stop giving me surface, general responses.I thought RC was much better than this. I'll make this simple. Just like all of your compliants, I booked my cruise, paid ALL of my money..(on time ($6K). I did the right thing, out of respect for your company. My early June cruise was cancelled in April, due to COVID 19. I requested a refund. Today is August 31st, NO REFUND yet??
You deferring to my travel agent is an excuse because he isn't getting answers from you either.This whole run around is pretty sad and lame. RC is better than this.
So let me be clear, tell me WHEN you're going to refund my money and DO NOT tell me about contacting my agent or that you are trying to find options to give me my refund.
DO THE RIGHT THING...Give me the answer you would like to receive if it was your money and you've been getting the run around. DO THE RIGHT THING! Give me an actual answer.
If this is how RC treats their customers, then it's sad to say that booking another cruise with you guys will not be an option.
Ex Customer
*** S.
My husband and I originally had a cruise scheduled for May 27th on the Explorer of the Seas. Given the outbreak of COVID-19 and state of global pandemic, we elected to reschedule our cruise prior to it being canceled. Because of our proactive behavior, discretion and concern for our health and safety that we utilized in rescheduling, we are now being penalized and told we cannot be given a refund for those credits. We were never informed in the beginning when we chose the FCC that this amount would never be refunded should we want to fully cancel. These certificates total $5290 between the two of us. We are requesting a full refund because my husband and I recently found out we are expecting.
On Sunday 8/9/2020, I spoke with a customer service representative *** who initially informed us the refund would not be issued. I asked to speak with a supervisor and was directed to *** id# XXXXXXX. According to *** "no matter who you talk to, they are going to say the same thing." This should not be the answer given or the approach your representatives should be taking when dealing with guests. He also stated that my pregnancy "COMPLICATES" things. My unborn child is not a complication, they are a blessing that we have been waiting for. The "complication" is their cruise policy regarding pregnancy and infants sailing. November 30th I will enter my 24th week of pregnancy and therefore per their policy be unable to sail on your ships. Assuming my baby is delivered on or around their due date of March 22, 2021, they will be unable to sail for 6-12 months per their infant sailing policy. Given this regulation, my husband and I will be unable to sail with our child until March 22, 2022 which falls at the end of the FCC sailing window. This renders our credits irredeemable. That is $5290 that their company is shamefully withholding from us.
I have reached out numerous times to the corporate telephone number that I was given by *** I left multiple messages beginning on Sunday 8/9/2020 with Maryland requesting a returned phone call and again with *** on Saturday 8/15/2020. I have not received a response to address our concerns.
Per their guidelines, myself and my child will be DENIED entry onto their ships but they REFUSE to give us our money back. They are taking advantage of their loyal customers and they should be ASHAMED!
Congratulations on your pregnancy! We are happy to share in your good news, and wish you a safe pregnancy and a healthy baby.
The Future Cruise Certificates are not refundable after they have been redeemed. We realize that the new sailing, the October, 2020 sailing, was later cancelled by us, as it was included in our operational suspension. For those who had redeemed Future Cruise Certificates to the cancelled sailings, we are reinstating the original certificates, but we are not offering refunds.
Out of fairness to all who are affected in this same way we are unable to offer individuals exceptions to receive refunds. For this reason we must decline your request to do so. We are sorry for any disappointment with our response.
Refunds should be granted and they are not.
We are an active military family. We had a cruise planned for early April (which was paid in full). in Mid March as closures started to occur etc, we were proactive and inquired about cancelling our cruise. We had purchased trip protection plan specifically because we are a military family and plans can be interrupted at a moments notice. We were told the best was to take the credit program they started for use later because if we cancelled we were shorter than 30 days of our cruise and wouldn't have gotten a refund per their normal cancellation policy at the time and there was no guarantee that the protection plan would grant refunds due to the developing matter.
Now all these months later and it appears there is no clear ending of the pandemic and there is no assurance that a cruise would be safe.
We submitted a claim for the protection plan company AON travel. They replied and denied claim due to "the situation was not in the protection plan terms". (- who would have had a covid clause in their terms?) But was informed to reach out to the cruise liner.
We did as requested and did receive a response that due to the time we had taken the credit it was before they as a company took action and thus no refund is an option and we still have the credit to use.
We find this totally unacceptable. This is not something anyone could have predicted. We didn't plan to take a cruise in 2021 nor do we want to. This is an unprecedented situation for everyone and we should be entitled to a refund because our stated cruise was ultimately cancelled because of Covid.
We would like to be refunded the amount of our tickets for our cruise due to this unprecedented global issue that has affected everyone. We are an active duty military family and as such are subject to additional travel restrictions and moving locations at any given time.
Subject: ***
Case: 90569811
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are not offering full refunds for those who cancelled under Cruise with Confidence, prior to the announcement of our operational suspension. This is being enforced for all impacted guests. As such, we are unable to honor this party's refund request in this case.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not find this acceptable as no one should be "penalized" because we took proactive action of a developing global pandemic
although the voucher is good for a year, that does us no good now. We do not wish to take a cruise in 2021. If it is not safe in 2021 then what? our hard earned money is gone? What are your plans should this occur? Do we get refunded then? All those who could not cruise in March and beyond of 2020 should be refunded.
Subject: ***
Case: 90569811
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our records show that Ms. called on March 14th to inquire about her options for cancellation. She was told about Cruise with Confidence. She called back two hours later to cancel under that policy. We provided the Future Cruise Certificates, as promised. No service failure has occurred on our part.
The guests chose the Future Cruise Certificate offer. No service failure has occurred on our part. We understand that Ms. would like a full refund, however, we are not offering refunds for those who chose our Future Cruise Certificate offer. For this reason, we cannot honor her request to do so.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this. The information they provided was correct about my phone calls and I am glad they show record. At that time I was told that if I cancelled we were outside of the 30 day window of the beginning of the cruise and we weren't entitled to a refund per the policy guidelines.
When we asked about filing a claim, We were told We would have to cancel first and then file a claim.
The only option at the time being offered by royal Caribbean was the cruise with confidence.
We were being proactive in calling because we didn't want to lose our money due to the development of the pandemic.
We were not advised to wait it out. ( we felt if we did wait and our cruise was cancelled we would have lost our money)
If I had simply cancelled we would have lost our money.
We took the cruise with confidence as a way of protecting our money as we were sure we would be entitled to a refund then.
Now all this time later Nothing is better! They Continue to have to cancel sailings. We should be entitled to our money back. There is no confidence any longer. Make it right!
You are penalizing us for acting sooner than you!
I requested a full refund for reservation booking XXXXXXX and was denied. The cruise was canceled by royal carribean. I am entitled to a full refund.
I requested a full refund for reservation booking XXXXXXX and was denied. The cruise was canceled by royal carribean. March 27, 2020 I was told I would receive a full refund. I am entitled to a full refund.
full refund back to original form of payment
Subject: ***
Case: 90569661
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are not offering refunds for those who cancelled under Cruise with Confidence. This is being enforced for all impacted guests. As such, we cannot move forward with the refund requested in this case.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see attached Cruise Refund Info dated 03 27 2020 I was told a I would get a full refund. Please review and process a full refund.
Sincerely
Subject: ***
Case: 90569661
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our records show that their reservation had the Cruise with Confidence cancellation request entered on their behalf on March 11, 2020. This is a few days prior to our global suspension refund offer was even announced. Those who requested compensation or cancellation prior to the announcement are not eligible to receive the refund offer.
We understand that this party may have received some conflicting information. Please note, as per the Cruise Ticket Contract (see www.RoyalCaribbean.com for more information) we are not liable for service provided by the Travel Agent. They are separately liable for the misinformation that may have been provided. As such, we are unable to move forward with the refund requested.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
On March 27, 2020 (see below). Royal Caribbean cleary acknowledged a full refund would be done and that it would take up to 30 days. We are way past that date. Now you are backing away from that decision? Your company made an agreement and should proceed as stated. I request you proceed with a full refund
(I was able to speak to Royal Caribbean and they've decided that we will get a full refund OR 125% FCC.)
Sincerely
I am requesting a refund due to cancelled cruise by Royal due to COVID-19
I was booked to take a cruise with Royal Caribbean on March of 2020 and due to Covid-19 the cruise was cancelled, I was issued a voucher for a future cruise to expire December 2021 due to my work schedule, I will not be able to ask for future days off because I'm a essential worker for children of parents that are also healthcare essential workers.
I am requesting a full refund from Royal Caribbean for the cancelled cruise by their company.
Subject: ***
Case: 90569303
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are not offering refunds for those who cancelled under Cruise with Confidence. This is being enforced for all impacted guests. As such, we cannot move forward with the refund requested in this case.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
see attached
Subject: ***
Case: 90569303
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are not offering refunds for childcare workers. We understand that Ms. would like a refund, however, we are unable to honor this request for the aforementioned reason. See our previous response.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management