Royal Caribbean Group

I wanted to file a complaint because royal did not want to give me the entire refund. The reason I cancelled is because I don't feel safe on thier shi
I wanted to file a complaint with royal carribean because I don't feel safe traveling in thier ships after the ecoli and rape scandal. They didn't want to refund me the entire money which I feel is unfair since it's not because I don't want to go it's that I don't feel safe.

Our situation is still pending with Royal Caribbean. During the time my family and I were suppose to sail on October 7th 2017 there were a series of hurricanes that devastated the islands in the Eastern Caribbean. Staff did not make any effort to have LOCAL passengers choose an alternative option during this stressful time. Half of my group had purchased travel insurance and they have filed a claim (3 months later and they have not seen any results). We contacted Royal Caribbean multiple times prior to the sailing date to voice our concern, find out itinerary situation and beg for other options...staff had no answers. We have been loyal passengers of R.C. for over a decade, sailing with friends and family... the way they handled this situation and continue to handle it will remain etched in my memory. I am still waiting for a reasonable fair resolution......

Drink package purchase criteria changed AFTER we booked our cruise while on our last cruise.
We booked a Crown Loft Suite ($7300) for the Oasis of the Seas departure date January 28th while we were on our last cruise, also the Oasis, on October 22nd.

At this time the cruise was booked with misleading information from the cruise team stating we would receive the Drink package for free with the Crown Loft Suite. ***, once reason we booked the cruise. We then researched it and found this was not the case. We were okay with this since we were going to use our onboard credit to offset this charge a bit.

The issue is my wife DOES NOT drink whatsoever, in fact she doesn't like me to. However, it is more cost effective for us since I do drink. The policy was changed AFTER we booked our cruise where both of us would be required to purchase the package. She called and was told she would need to select a different mid level package then. This is not fair or loyal.

We have already booked another trip on the Oasis for April 8th. We are frequent cruisers (this will be my 22nd since 2010) in which we grew fans of RCI vs. the other ships. We are at 54 points, so 1 point from Emerald and this suite will put us at 68 points or Emerald. then 75 with our April cruise.

We want a fair resolution to this matter, as we were misdirected at the time of the EXPENSIVE purchase.

Very unhappy with Royal Caribbean cruise lines right now. We are Crown and Anchor members and love to cruise. My boyfriend wanted a cruise for Christmas, so I purchased a gift certificate at royalcaribbean.com and asked to have the gift certificate sent to me via email. I purchased the G.C. on Sunday 12/17/17. They stated I would have my gift certificate within 48 hours once the funds cleared. The funds cleared on Wednesday 12/20/17. By Friday 12/22, I still had no gift certificate, so I called Royal Caribbean, because Christmas was on Monday and still no G.C. and this was his big gift. After a few hours on the phone repeating myself and all my information from one person to the next and being disconnected, I had to give up for the day, because I had other things that needed to get done. On Saturday, I got back on the phone and they said that the gift certificate department was closed on weekends and was now closed until after the holiday. Very disappointed! I had to hand write the gift certificate and tell him the actual gift certificate should be here next week. So here we are Wednesday 12/27/17 and still no gift certificate. I called and spoke to another gentleman today who put me on hold and then put me in touch with *** in their customer retention/complaint department. *** said they sent the gift certificate to me on 12/18/17, so I checked my email once again and checked my spam and nothing from Royal Caribbean. She said that since I placed my complaint on Friday 12/22/17, I would have to allow 48 hours for them to research and since today was now 12/27/17, my 48 hours ended at the end of the day today since the weekend and Christmas holiday had R.C. closed down. I asked if R.C. cruise lines was going to compensate me for all the trouble they have put me through, hours on the phone with them, and no gift certificate for Christmas and she said no, because they show on their end that I was sent the tickets on 12/18/17. I don't know how to prove to them that I do not have any gift certificates in my email. My boyfriend is trying to book a one week cruise on the Oasis today and he does not have the gift certificate I bought him. Like I said, we are avid cruisers and I would not go through this much frustration in order to try and get a minimal little compensation, which is what I felt like *** was insinuating. That would never even occur to me, but after what I have been through, I do feel like Royal Caribbean should offer some sort of a compensation. This is ridiculous! We are now on day 10 after my purchase with no gift certificate. I don't ever want to go on Royal Caribbean again.

Sick family didn't receive medical services on-board due to a large number of people at Sick Bay.
My family and I were on the Royal Caribbean 5 Night Western Caribbean Cruise that sailed on 12/11/2017. Along with many others on-board 3 out of the 4 of us came down sick on-board with the Norovirus. We all became sick on the evening of the 14th. I called Sick Bay to report our illness and got no answer. I walked down to Sick Bay to seek assistance and they was an enormous wait to be seen. I was not able to stay as I needed to be near the bathroom and the staff told me to wait it out. This was not possible with nausea and vomiting. Back at our room, we had to clean up a vomit mess and had no choice, but to use a towel from the pool. I placed it in a laundry bag with our other soiled towels and put it in the hallway, as others were doing the same. The next morning our room attendant was very rude that we contaminated the towel from the pool area. However, we were very ill and had no choice. My husband, my 11 year old daughter and myself could not sit at Sick Bay for hours and wait to be seen, nor could we leave our 8 year old son alone while waiting for medical treatment. We had no choice, but to stay in our room. This was a horrible vacation. We have taken several other cruises (one other on Royal) and did not feel that Royal was doing it's part to keep the illness at bay until hundreds of people fell ill. We are upset because we were not able to get medical attention on-board due to this illness and the large amount of people that were sick. We would like to be credited for a part of this trip, due to the lack of medical care.

I ha e made several attempts to have th staff fix a web issue that has not allow we'd me to manage my account. This caused me to miss out on items.
In order for to add items to my cruise required me to access information online. I hav reached out to customer service reps and there IT email. IT failed to ever respond and customer service has not ever followed through to resolve the issue. It wasn't until a few days ago but hat the staff provided me with shor excursion information. This resulted in my choices being closed and missing out on items my wife and I wanted. I asked to speak with a supervisor and this did nothing t resov th issue either. I keep being told they will look into it and that I have to Waite one too two days each time I contact them. I have continually been plac d on hold and have faced staff that can't or won't assist and follow through.

would not honor price advertised on website
On 12/31/2017 I was searching the RCCL website because I was told that if I find a cheaper price before 90 days of sailing that they would match it. I found my cruise for $385 per person plus kids sail free. THis would save me nearly $2000 on the cruise that I already had booked. After calling RC and sitting on the phone, mostly on hold for nearly 90 minutes, I was told that it was a pricing error on the website and they would not honor it. I asked to speak to a supervisor who also told me the same thing. I took pictures of all the screens and even emailed them to the young lady on the phone who asked me to do so. I explained that their pricing error was not my fault and that they should honor it. They told me there is no way to do so and would then not answer any further questions.

I booked a cruise with Royal Caribbean via Expedia and unfortunately the cruise was charged to my credit card multiple times. I have spent several hours over several days in the last month with Royal Caribbean via intermediary Expedia to try to get my refund. They have provided refunds to my credit card in small increments and I have to chase them every week to push additional refunds through. They will not explain why I cannot receive the entire credit at once and just say "that's how we process refunds". They then claim they cannot control when my credit card accepts the credit refunded, putting the owness back to Chase. Both Expedia (chasing Royal Caribbean) and Chase (waiving monthly fees until this mess is resolved) have been extremely helpful in this matter, both offering to help as much as possible. Only Royal Caribbean has been completely uncaring and unhelpful. They not only don't care about this situation (owing me in excess of $5000 and still waiting for $1650 a month later) but they don't seem to be troubled or embarrassed that I need to chase them every week to "push through" another credit until its done.

The only reason I am still going on the original cruise this week is that its not refundable and I am going with other parties (some which also got charged multiple times and had to fight to get a credit as well). This lack of customer service will ensure I never do business with RC again which is a shame because I had a lovely honeymoon on their cruise several years ago but dealing with this degree of disregard to customers is totally unacceptable.

Excessive internet charges
My issue is with the wireless internet package I purchased for my children.
Approximately 2 weeks before my cruise I purchased 2 internet packages online. When I arrived in Galveston I received 2 cards with instructions on how to connect to the WiFi on the ship. On Tuesday morning I recharge text from my cell phone carrier that I had exceeded $100 on both phones and one phone was suspended due to over usage. I went down to the desk on board to ask if I was on the ship WiFi why I would receive the message. I spoke to *** and he said the phone has to be in airplane mode.
I feel that I incurred these excessive overcharges and suspension charges because the important fact that the phone needed to be in airplane mode is not printed on the 2 cards of instructions I received. Mr *** even said the cards are printed in Miami and they just hand them out.
This is a real inconvenience to the guest!
I sent an email to the executive office and did receive a call but was told in a very polite way I should have known!

Om Dec.8, and Dec 14 I was told I would receive a refund for my wedding cake that was not made as I paid for it on Nov 10 -totalling !00
I purchased the cake via email and confirmed on the telephone on Nov. 10 with Special Events sailed to celebrate our wedding reception on Dec. 4-9,
2017. The cake was not made as ordered
and I was promised a refund, that was
supposed to be returned to my card on
Dec. 8. The reception was Dec. 5

I was sick on this cruise and there was no healthcare staff to treat me. The wait staff was rude and was charged for services I did not have.
Email sent to ***@rccl.com

I was completely sick the last night on the boat which was December 10th going into December 11th. You can check my room to see that someone came to clean the bathroom because I was so sick. I was in cabin 8489. My wife got so sick she had to go to a local clinic and I have documentation to prove it. Furthermore I have other major issues with your cruise line.

The wait staff was not friendly at all. Every night at dinner they acted as if we were a disturbance to them. If my wife or I would ask for a soda we would either be ignored and have to repeat ourselves multiple times and when we finally got their attention they had no manners at all. They simply would walk away with a filthy look on their face. The first night I didn't even get my coffee brought to the table when I asked multiple times. We finally got fed up and just left the table. I understand they are very busy but there needs to be some serious customer service training for your wait staff. We sat at table 500 and this wasn't just one waiter, this was all of them. Also, the food was terrible.

My wife also went to the spa and was accidentally charged about $500 because the woman at the desk made a mistake. She assured the charge would be removed and it never was. I looked at my final statement and you still charged us for services that were not provided.

With all the money that I spent and the reputation that Royal Caribbean has, I would never expect this type of behavior or unsettled mistakes on behalf of your staff. I am absolutely outraged and my wife is sick to her stomach. I would expect to hear from you regarding this matter. I have already contacted my attorney regarding the sanitation issue on your ship as well as our experience. I am not asking for a free cruise or anything outrageous but I expect full compensation and refund for this awful experience. I am on the verge of not only never stepping foot in any of your ships ever again but informing everyone of my experience. I will give you the opportunity to make this right before I go to that extreme.

Please reference the attached article about 220 guests getting an intestinal virus on your ship provided by

My wife and I have been loyal customers of RCI since our honeymoon in 1999. We have sailed on all sizes in their fleet and one thing remains constant, great customer service. There have been a few minor issues that developed on the ship (on board spending credit initially not on account, broken dresser) but in each instance, the shipboard staff worked quickly and professionally to rectify the situation, even crediting more on our account. As a member of the Crown and Anchor Society, I have read the negative reviews posted on this site and most seem to center on personal issues, not a systemic organization-wide issue. In my experience in dealing with the online, phone, and ship customer service personnel, they have been nothing but professional. I also understand there are limitations to how much help an hourly employee can give, and that if the issue is forwarded properly I am certain RCI will do the right thing every time. Can't wait to get back on board in 2018!

Discrimination of my 11 year old son.
On November 19th, my family boarded the Freedom of the Seas in Fort
Lauderdale for a 6 night cruise. One of the first things we did, before
the ship departed, was to get our kids registered with the Sports Desk.
Our 11 year old son, *** loves the Flow-rider. He first rode the
Flow-rider on the Freedom of the Seas a few years ago. Since then he has
ridden on the Flow-rider on the Allure of the Seas and the Oasis of the
Seas. As you will no doubt see we are Platinum Members and enjoy cruising
as a family. During all of those previous cruises as well as cruises with
other cruise lines we have never experienced a problem such as the one we
experienced on November 19th.

My son was born without a left hand. Through the course of his life he has
been active in all the typical activities an 11 year old boy in Florida
would do. He has done tubing and kayaking in lakes and rivers,
boggy-boarded at the beach, and completed a kids triathlon (which includes
swimming) . However, *** at the Sports Desk told that our son was
"not medically fit" to ride on the flow-rider. Initially we were shocked
but eventually formed the words to explain to *** that we have signed
all the waivers and can provide photographic proof that our son has ridden
the Flow-rider this year and previous years without any issue. ***
refused to listen to anything we had to say. He didn't ask any questions,
he didn't ask our son anything, he didn't even acknowledge that clearly
our Seapass's show we are Platinum members so maybe we have ridden before
and could provide insight. Nothing, he refused to discuss anything with us
and would only say that our son was "not medically fit". At that point we
demanded to speak with a supervisor immediately.

Our son was devastated! He was embarrassed that the 20 people in line had
just witnessed someone tell him he couldn't do something because he doesn't
have a hand. He couldn't believe his most favorite thing on that cruise
was being taken away from him just because he is different. There was
absolutely no medical reason that our son couldn't safely ride the
Flow-rider. It was an emotionally scarring situation for our whole family.

After standing there waiting for about 30 minutes, two Sports supervisors
show up to speak with us. *** and Milomir Pantelic listened to us
explain that our son was more than capable of riding the Flow-rider. My
son told them that *** made him feel bad about himself, like he
wasn't good enough because he doesn't have a left hand. At this point both
my wife and daughter were crying . We have spent 11 years telling our son
that he can do anything he puts his mind to and in 5 seconds your employee
ruined our whole vacation. On the last day of our cruise, Tyler was given
the opportunity to attend a private group lesson for free. This was a
wonderful step in the right direction because it built his confidence and
showed the staff his capabilities. Unfortunately it was the last day.

After A few emails with complaint department their response was "I apologize for any dissatisfaction caused by our previous response. Our intention was never to cause further disappointment. I have reviewed your concerns with our management team and we feel the compensation in the form of the private lesson was fair and reasonable. I'm sorry for any further dissatisfaction with our final decision.

So let me get this strait. RCCL feels that a $70 lesson is enough compensation for your staff Discriminating against my Son, upsetting my whole family and putting a black cloud over our whole cruise that we paid thousands for. I want it on record that this is unsat

Good Afternoon.

My complaint is about the ethics of planning a trip with royal carribean. They upcharge the price and after the final payment date they drastically lower it. This has happened to me 4 times in the past. This is really wrong for those parents who are spending all they have in order to take there kids on vacation. Where they could have done this 2 times over, or even used that money for spending. This is really a disgrace and nothing short of a con.

thanks,
***
Product_Or_Service: Cruise Vacation

I was denied boarding a cruise and was told to obtain MD note in order to board. Note was never checked, now faced with unnecessary ER Bill.
I am extremely disappointed with the experience I had on my last Royal Caribbean cruise. I had booked a cruise sailing November 12-19 from Galveston Texas (Reservation Number XXXXXX). I was cruising with a group of 9 other friends. Upon attempting to board that Sunday November 12, 2017, I was denied entry onto the ship due to what was termed "GI illness". I had 1 episode of diarrhea in the 48 hrs prior to boarding, but was never further examined for any other signs of viral illness (no temperature taken, no medical assessment was done). It was explained to me by the ship's physician (Nisha Nunkoo MD) and cruise director that I would not be able to board in Texas, and could either take a credit for my trip and fly back home or obtain a physician's note and board at the first port of call, Cozumel Mexico. At this point I was quite distraught, but since my group had been planning this vacation for almost a year I did not want to miss the entire trip. On November 12, 2017 I went to Bayshore Medical Center in Pasadena, TX to get a physician's clearance for travel. I received a note from *** NP. I booked a flight from Houston to Cozumel (with a stopover in Mexico City). By Monday evening (Novemeber 13, 2017) I arrived in Cozumel, stayed in a hotel overnight, and was able to board the ship Tuesday (November 14, 2017) morning. I was sure that upon boarding I would be greeted by the ship physician or someone who would check to make sure I had a "fit to travel/medical clearance" documents, but this did not happen. The main concern seemed to be that I had gone through immigration/customs correctly after my flight into Mexico. I asked repeatedly if someone needed to check the documents that I had gone through so much trouble to get from the ER. I was told "no" over and over. I am now faced with medical bills totaling more than $700 (more than the cost of the cruise itself) for an ENTIRELY UNNECESSARY trip to the ER. If RC staff had at least looked at my documents, I would not be so upset. But since that didn't happen, one can imagine my level of infuriation. I expected much more from this cruise line and am extremely disappointed what I feel were unfair practices. I need some type of compensation because I cannot afford this unexpected and apparently unnecessary expense.

I am so incredibly upset with @royalcaribbean at this time. 7 of us booked the @majestyoftheseas for December 29,2017.

Royal Caribbean has cancelled
I am so incredibly upset with @royalcaribbean at this time. 7 of us booked the @majestyoftheseas for December 29,2017.

Royal Caribbean has cancelled a room that we had. Triple room *** booking # XXXXXXX. This was a triple along with our two doubles.

From the first call when I went to make the payment with my CC the agent came back and said it was declined... I stated that was not correct the card would work, she came back again and said the room has been cancelled. This happened in the 5 minutes I was on hold....I asked for resolutions at this point and spent multiple hours on hold which I have provided the screen shots.

They came back and stated that the guest called in and said she was not coming. 2 minutes later that exact room was moved to a group by the exact representative. How convenient...To explain after research they refused to pull the call and when they did they said that specific call had not been recorded. ( how convenient ) so either way at this point two of the girls had been moved to room *** which was my original room with me in it. I don't care, I am now in the other room now.
So now we have 3 double rooms paid in full.
Original *** which was *** and *** but until I had resolution on the phone somehow had *** and ***. ( for anyone keeping up here *** was the one they said called in and said she was not coming ) they then now have her in a double room but asking her to pay 1900 dollars at current rate.
The original room was ***, and *** in room *** triple occupancy ocean view room. The second that rep took our room they moved to *** ( WHICH WAS MINE AND *** ROOM )
So now I'm in *** paid in full. It's the same type of room as *** so I don't care.
*** and *** are in *** and paid in full and the only issue was when they had Lashonda as *** and *** as *** That has been fixed.
Now they have *** and *** in *** which is paid in full and *** by herself in *** and are asking for full payment while this is being "resolved". Why would we pay 1900 dollars for a room that was nearly the price of the triple? I know why.... greed and Money $$$$
I am a diamond member with RCCL. I'm an avid cruiser who was giving them another chance after carnival for a while. But I can tell you after this experience no matter how great the cruise will be I will not forget how rude the resolutions staff is. The reps who I call to start the call always see the issue, try to help but they have no authority and they are all AWESOME!!! With a capital A. It's the resolutions department who has an attitude, speaks over me, speaks loudly to me, and frankly is derogatory. They are putting the full blame and refusing to assist in ANY MANNER, even though as I keep typing out they say the customer called and cancelled. We did not. No one did. It's even sketchier to say that the call wasn't recorded and calling a loyal customer a liar. I must ask, why would we have 3 rooms paid in full on this cruise with 6 of us and fight tooth and nail over the 7th person being screwed out of her triple room and put into a single double room. What's going to happen is the ship is going to be sold out and they are going to have no space. I'm gonna end up having to let Lashonda take my spot with my gf and not go and then at that point we know where this should go. No one and I mean NO ONE Should to through this with any bill, services rendered, Etc. And this is for a VACATION! I would hope royal would acknowledge they messed up and a rep gave away a room and now they don't want to fix because the ship is sold out. Instead they want to blame us, 6 who have paid in full and are going to screw our one friend and have her pay 3 times the rate because that is the only room left. It's not fair, it's not right, and this is about the most unjust thing I've witnessed in a while. If posting on here day after day and the social media response is we are going to cut off all communication with you

I was very rudely treated by representatives with an issue that I wanted looked into. They also refused to offer any resolution.
I attempted to take advantage of Royal Caribbean's Cyber Monday deals going on on Nov. 27. Their website was down thus I attempted to call both phone numbers. First phone number continuously gave a busy tone and the second I waited on hold for 30 minutes and no one answered. I then decided to send an email prior to the ending of the promotion asking for assistance and stating that I would like to take advantage of the sale going on but was unable to utilize the website.
I waited a week to hear back from anyone at Royal Caribbean. And their response was "Sorry, we can't offer the promotional deals anymore." I decided to call thinking that something could be done.
When calling to speak with the first RC representative, she proceeded to tell me that it was my responsibility to check RC's website every day for deals. Not only is that the most ridiculous and rudest thing I've ever heard, she offered no assistance to even look into the fact that I did contact RC three hours prior to the promotion ending (Monday evening) and wanted the proper compensation offered for a drink package as advertised. She stated that I should have purchased the beverage package earlier when the sale began. I'm sorry, but it does not matter whether I buy during the first hour or last, as long as the promotion is still occurring, I am just as eligible to take advantage of it! I then asked to speak to a supervisor who argued with me for over 45 minutes refusing to listen or reason with anything I was discussing. ***, the representative I was speaking with offered no resolution nor was willing to answer any why, what, how, etc. questions. He refused to answer my question of if the Royal Replenish package was part of the promotion. Nor did he attempt to even look into if it was part of it. I repeated time and time again to *** that I was unable to get a hold of any one and it is RC's fault that they decide to contact me a week later regarding the issues I was having during the promotion. *** offered no resolution to my troubles and continued arguing with me. His excuse was that many other people had the same issues and hold times over the phone.
Regardless of if the product I was wanting to purchase was or was not part of the promotion going on during that time, I should not have been made out to look and sound like an it as *** accomplished. *** repeatedly lied to me about not being able to offer any compensation for my time or troubles. If *** truly was a supervisor as he claimed, then he most definitely could offer compensation or at least have looked into my issue further.
My husband and I have cruised with RC for going on four years now and I was extremely close to canceling our upcoming cruise and demanding the $500 back that is non-refundable. We were extremely unhappy with our experiences on Anthem of the Seas and this experience with your customer service representatives have basically lost two more reliable customers. We have our upcoming cruise paid for and deserve MUCH better treatment for RC's lack of communication and poor programming ability to handle consumers using their website! I contacted RC well before the promotion had ended and it is your fault that you waited a week to contact me about my inquiry!
For our troubles, we expect significant compensation for being mistreated and lied to! I also would like compensation for the time I had to waste speaking to someone who knew no answers and claimed that he was a supervisor!

My husband and I scheduled or us to go on a cruise with Royal Caribbean for our honeymoon on August 27th 2017 - September 3rd 2017. We were notified that there was a hurricane on its way to Houston Tx and that our cruise was still on schedule to leave on the 27th. We flew to Houston a day early since Royal Caribbean told us that if we did not attempt to go to the cruise then we would lose our money and not get refunded. Not until the 27th did Royal Caribbean cancel our cruise, and at that point we were stuck in Houston. We were able to get out by a taxi ride to Austin Tx (which cost us $500). I emailed Royal Caribbean on September 12th asking for a refund of the taxi ride. I finally received a call on 11/8 and was left a voicemail saying that she needed to go over details with me and that she would call me back. As of 11/28 I still have not gotten a call back, but I have tried calling them many times. And I was told that no one could help me, only the original lady I talked to (which she was out on medical leave). I am so tired of this company hanging information over my head.
Product_Or_Service: Taxi

RCCL is currently advertising a special n their Ultimate Dining package. They are unable to honor said promotion.
RCCL is currently advertising their Ultimate Dining Package for our 9 day cruise next November. The promotional rate is $96.00 per person. When I called to take advantage of said promotion, I was told the package can't be booked. It in fact can be booked, when we tried to book online. However it is booking for the full price. RCCL is not honoring their promotional offer. I spoke to 2 separate people, and they refused to allow me to speak to a supervisor when asked. The ability of the company to advertise a promotion, then not honor said promotion is not good buisness practice.

I cancelled a cruise and the refund was incorrectly applied. 3 months later, RC refuses to correctly apply the refund. Their customer service dept is a total scam. Will never book with them again.