Royal Caribbean Group Reviews (%countItem)
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Address: 1050 Caribbean Way, Miami, Florida, United States, 33132-2028
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We sailed on a RCCL cruise the Freedom of the Seas on August 20, 2017. While on the ship, I entered the Voice of Freedom of the Seas contest. My performance was way above any performance of the other contestants. First let me say the competition was advertised at an adult (18 & over) contest. When the competition first started, the RCCL employee announced that she was changing the rules to 16 and over. Of course the person that she changed that rule for happened to win one of the slots in the finals. Anyway. I feel as if I was discriminated against while on the ship. I brought to one of the officers of the ship and he told me that he would send a letter of apology to our cabin. We have yet to receive the letter. When we reached out to RCCL after the cruise, he told the customer support person that he sent it. Which we never received. We have been in contact with the company a total of no less than 8 times to get resolved. But have not heard anything from them on the resolution.
Refund Because of the way that I was treated, I would like a full refund of the cost of the cruise and any moneys that was spent on board the ship. Plus a letter of apology for the way that I've been treated by the cruise ship employees and the customer support employees.
Subject: ***
Case # XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Mr. did report his concerns about how the karaoke contest was judged to our staff onboard the ship. He believed that because he did not have to look at the monitor, for the words, as often as the other contestants, that this meant that his performance was superior. We advised him that we judge based on audience enjoyment, not on how often the singer is looking at the monitor. He was able to speak with the Activities Manager regarding his concerns, and was promised some in room amenities.
Upon debarkation, Mr. contacted our offices and let us know the amenities were not delivered. He spoke with multiple levels of leadership, and ultimately with our Executive Office staff. He was given a final resolution of $125 Onboard Credit, for use on a future Royal Caribbean sailing. We feel this offer is fair and reasonable and will not be increased.
Thank you for bringing this matter to our attention. We have thoroughly and completely addressed all of the concerns in our responses and consider this matter to be resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
The settlement they offer is for a ship board credit on a future cruise. We have decided that with the poor customer service that we have received during this experience that we will NEVER use this cruise line again. If they really wanted to settle something, they should provide the $125.00 credit on my credit card that was used to settle charges on the cruise in question. That would be a better settlement. They should offer that.
Subject: ***
Case # XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are sorry to hear that Mr. does not wish to travel with us again in the future. Our hope is that he does have a change of heart and is willing to give us another opportunity to welcome him onboard ship. While we do recognize that he is not satisfied with our offer of Onboard Credit, and would like instead a refund, we are unable to offer a refund for his disappointment regarding the karaoke contest.
Thank you for bringing this matter to our attention. We have thoroughly and completely addressed all of the concerns in our responses and consider this matter to be resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
My wife and I will never sail on one of their ships again, so a shipboard credit is of absolutely no value to us. We fully expect for the credit to be placed on the Visa that we used to pay for the cruise. Anything less than that is unacceptable.
Royal Caribbean is making it quite difficult to get our $1000.00 deposit made for a cruise over a year ago.
I contacted Royal Caribben at the end of August cancelling the cruise and requesting the money that was paid so far on the cruise be refunded to us. They inform me that the money would have to be refunded to the card use to pay the bill originally. Unfortunately for us the check card use is no longer available since the account connected to it has been close for over a year. At that time I told them that card was no longer available and I needed to have my money sent back to me a different route. They insisted that they had to send the money to the card. Now the money is no where to be found. I contacted the bank that Royal Caribbean said they sent the money and the bank manager confirm to me that no money has been issued to that account and even if it had that accound is frozen and no transaction can be done under that account. I know a 1000.00 is not much for some people but we really needed our money back and feel we have been treated unfairly and taking advantage as a consumer who trusted this company and now its getting the run around from
Royal Caribbean. I think its a shame !
I just would like to get my deposit of 1000.00 dollars. They held my money for more than a year and now when I need for them to be fair there are making me feel like i am trying to get something that it is not mine.
Subject: ***
Case # XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are unable to locate the reservation that Mr. has mentioned. We have attempted to reach Mr. for further information. Unfortunately, we have not been successful.
Thank you for bringing this matter to our attention. We have thoroughly and completely addressed all of the concerns in our responses and consider this matter to be resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
We have personally spoke to *** and *** several times in The past 2 weeks. All 3 claim they would get this resolve but did nothing. It upsets me that they so bluntly lied in their response. After then a lady call us, her name was Feevie but after several tries I was not ever to reach her Another lady name *** informed me that she was taking over the case. After a couple of days on Sept 16, she informed that 500.00 dollars of the 1000.00 had been returned from the company that they send it too and was will be send to me using my current checking Acct debit card. I ask if all 1000 was sent to the same account why only part is being giving to me. She stated that I would have to research the rest with a reference number for the other transactions. I don't understand why me as a customer has to do their work. All I want is the other 500 owed to me and my husband. Why isRoyal Caribbean continue to demonstrate such lack of business ethics to people who was so lucking forward to take their first cruise with them. I am sadden by lack of ethics this company is demonstrating not just to us but my family and friends
(The consumer indicated he/she DID NOT accept the response from the business.)
we are not able to retain legal help. My spouse was angry because of the poorly manner we are being treated by Royal Caribbean. I made the payments for this cruise and I just want my money back. PLEASE accept our apology for my my husband *** looking his temper. All we want if for someone at Royal Caribbean to take responsibility and resolve this matter. please this had gone long enough
Subject: ***
Case # XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We appreciate the clarification regarding legal counsel. In researching the funds with our Accounting Department again, it has been found that the funds have been returned to us from the guest's financial institution. I have asked that a check be issued to the guests, and that it be mailed to their home address, as stated in this filing. The *** can expect this refund check to be received within six weeks.
Thank you for bringing this matter to our attention. We have thoroughly and completely addressed all of the concerns in our responses and consider this matter to be resolved.
Sincerely,
Guest Experience Management