Royal Caribbean Group

I would do zero stars if I could. Royal Caribbean still has not refunded all of our money for cruise that was to sail May 11th. They cancelled it two months ago and we are still waiting for refunds. Their whole process since the pandemic is way too complicated. This is unacceptable and I will NEVER book with them again!

My initial cruise for May 02 2020 was cancelled in mid-April. My family and I had a hard time deciding whether or not we still wanted to cruise. We finally decided to cruise and receive the FCC. Today I decided to rebook for a later date after finding out I would not be able to cruise in August. Upon arriving to work I learned that vacation time would not be available for the new cruise I booked earlier that day. I then called to request a refund and was told that because I used an FCC already, the FCC would render a cash refund unavailable. Guest relations and two supervisors advised me of this policy and stated that it is IN FINE PRINT on the BOTTOM of the website. Even if someone were to scroll down and read it, the wording makes it very hard to understand and let a customer know that refunds CAN'T BE ISSUED IF YOU DECIDE NOT TO CRUISE after using the FCC. My money is now technically in a choke-hold with RCCL and I'm either now forced to take a vacation I might not be able to go on or lose all $1,700 that this company took from me.
This is completely unacceptable and unfair to myself and other customers that are needing this money during a pandemic and are not sure when they would be able to go on a vacation. This policy either needs to be changed, worded in laymen's terms, not put in FINE PRINT so that people looking to receive a refund would know what they are getting into upfront! Give people back their money, Royal Caribbean!!!

This experience of obtaining a cash credit to our credit card, for an RCCL cancelled cruise, has been a difficult and exasperating experience...and it is still not complete. Perhaps the following will be of benefit to the reader:

Verified "cruise fare" of $2,038 verified and booked via AAA. Date of planned cruise April 12, 2020 (cancelled by RCL) on Freedom of the Seas, booking #XXXXXXX. We are not first time RCCL patrons.

AAA, requested a cash refund on March 27th. RCCL refunded to our credit card $1,681.84 on May 7th and $282.08 on May 21st which combined is still short of the "cruise fare" by $114.08. Over this period I have emailed the link on the Revdex.com website and as well emailed the RCCL president *** about the delays and inaccurate refund. One of his support personnel responded with an email, basically a form message, pointing out their overloaded situation, bla, bla.

What really distresses me is that at no time has RCCL provided any communication as to how they are reaching these fragmented numbers and why the dribs and drabs when it comes to a refund, that is still short by $114.08. How can RCCL expect to maintain their "most ethical company" status with the foolery they are exhibiting?

our original cruise was cancelled by Royal Caribbean and we've gone back and forth after originally thinking we wanted our cruise fare refunded but then decided to book a cruise this August. We called RC and spoke with a supervisor and she told us she was able to give a the cruise credit of 125% because our refund had not been processed we were very happy, then we called back to see how long it would take to receive the email with the credit and we were told that we cancelled our 125% credit and were being refunded our money and it had already been processed. After spending hours on the phone the only way we could get the credit was to repay the fare, which we agreed to do. I told the supervisor that our final payment for the August cruise was due May 25 and asked what would happen if we didn't receive the email with the credit by then and we were told that they would extend the final payment date. We recently called and were told that they would only extend the date until May 31 and if we didn't receive the credit by then we would have to pay for the cruise. We are extremely exhausted with dealing with this situation. RC has over $3,000 of our money and expects us to pay more?? Not happy at all with the current situation.

Big issues with Royal Caribbean. Booked a cruise with another couple in July. They paid the initial down payment for their rooms when we booked and I paid the full amount for my room shortly after we booked. They had two rooms and I had one. They ended up cancelling their two rooms when the Coronavirus issues started to emerge. I went online after they had cancelled their rooms and noticed that Royal Caribbean ended up cancelling my room as well by accident. Royal Caribbean acknowledged that they did cancel my room incorrectly and said they would put my reservation back as an active reservation. I checked online shortly after getting off the phone with them and it showed online that I owed another $1700 to keep the reservation active which they had not told me after I already had paid over $7000 for this cruise. Called the next day to complain and just cancel outright because they had now did me wrong twice. The Royal Caribbean representative gave me a cancellation number and told me I would be refunded the full amount of what I was owed which was $7264 and never mentioned ANYTHING about only a 50% refund. A couple of weeks later, the refund showed in my account but it was only for $3545. I called to complain, which took over 4 hours, only for them to tell me that I am only owed 50% of my money back. #1) I would not have even been in this situation had they not cancelled my original booking which I had paid in full or if they had not told me I owed another $1700 to keep my booking active. I would have just road this out and waited for the cruise to cancel which It did and got back my full refund. #2) Why would I have cancelled my room and forfeit 50%(if I was told that, which I was not) when I could have just waited it out and got a full refund once the cruise cancelled??? So they can just take $3500 from me for services that they did not provide. The whole situation is disgrace to Royal Caribbean, the way they do business and the way they take care of their customers.

Would never sail with them again. Their conduct during the coronavirus was an absolute nightmare, in 40 years I have never felt that a business or any fellow human had less regard for my life or the life of others.

We were set to sail March 14th 2020, and they refused to cancel the sailing until the night before despite the fact that people were contracting the virus on cruise ships, some of them dying and all government agencies were advising against people cruising.

Despite all of this Royal Caribbean refused to cancel the sailing so our options were 1) risk our family's lives or 2) get a credit so that we can potentially be held hostage by these psychopaths again.

Then when Royal Caribbean were forced to cancel the saving they refused to honour our refund because we had cancelled. There are a number of similar complaints to ours and I except Royal Caribbean to respond in a similar manner "that out of fairness to everyone we cannot refund your payment for a cancelled cruise".

To clarify what they are saying, unlike Royal Caribbean we did the responsible thing and cancelled our cruise during a pandemic, which they would not do, and they are punishing us... out of fairness.

Me and my fiancee had planned and put a deposit down to cruise on our honeymoon on August 1st but decided on canceling. I am also a frontline worker which makes it difficult. The person who set our reservations did not disclose we would not be able to get our money back. This company is forcing people to get these so called credit for next cruise but I know for sure we will not be cruising anytime soon. All we want is our money back to put towards our wedding. If I have to get a lawyer or contact the governor we will. This is ridiculous.

I am just trying to get my beverage package and spa service cost refunded. Ever time I call a different person tells me my refund is coming. I just talked to someone a few days ago and my total refund should be $1346.38. So now my account is showing this is the balance that I OWE on my cruise. My cruise was paid for. I only changed the dates from August 6th to October 29th. We already purchased the beverage package for the new date. I do not understand why they will not return my money for the beverage package that we do not need anymore. This is beyond frustrating.

Due to information issued by the government, I cancelled my cruise thru a travel agent on Mar 9, 2020. This was due to open heart surgery on Dec 17, 2019 and carotid surgery in Jan 2020 and artery surgery in Feb 2020. Cancelled cruise due to underlying health problems due to the major operations, to include kidney and high blood problems. Even with DEC, don't see any safe future cruises. My wife and I suffer from some of the same problem. My travel agent requested a full refund, but RCI... Issued an FCC. She requested the refund on Mar 14 or there about but RCI..refused the refund. I just want my refunded. We were to sail on Mar 20,2020 with a wedding party. Haven't even received refund from sales tax.

Like many others, we are anxiously awaiting our refund. RC canceled our cruise in March which was scheduled for Alaska in late June. We were offered a refund or a future credit. On March 29th, we elected to get a refund. They said we would have it within 30 days. No go. On Wednesday, May 6th we received an e-mail that stated "disbursement will occur by the end of this week." Again no luck. So we called today. After an hour and a half on hold, they claimed that somehow the credit was refused by our credit card company. Wells Fargo laughed and saw no evidence of any kind that RC attempted a transaction. We called RC back. They said that we have to start over completely and that it will take an additional 45 days. So now we are looking at 90+ days. After an initial promise of 30 days and a second written promise of "this week."

This is disgraceful and dishonest behavior. Please refund our money.

I requested a refund on March 29th after learning our may 1st cruise was not happening. Received a response that my refund would be processed in 30 days. On the 30th day, I received an email that due to overwhelming responses, it may take 45 days, but they would provide an update on May 6th unless I received the refund by then. On May 11th, after no follow up from RC, I waited an hour and 20 minutes on 'hold to deal to someone. The person I spoke to- 'Lein' said "oh we sent the refund on May 6th". I told him I didn't have it yet and asked if he had some confirmation number or reference number for the refund. He did not have anything, nor would he send me an email confirming such. Then he gave me 4 amounts and said the refund was done in parts.

My sailing was cancelled b/c of Covid-19 and I was told that if I book for another sailing, I can apply the FCC to that sailing and any overage would be refunded to me. I paid the booking in full. I finally receive the FCC and now I'm being told that the difference cannot be refunded to me. I would have never paid the sailing in full or even booked another trip if I wasn't told I would receive a refund of the difference. Everyone you speak to has a different response and now I'm the one being penalize when I paid my trip in full with the expectation to have the difference in fare refunded to me. "A refund is not going to happen" is a very unprofessional response to a customer that followed the advisement of the agent to pay the booking in full and be "rest assured, you can apply the FCC to a booking that is already paid in full". I feel like I just got screwed. I'm hoping my sailing in July get's cancelled so I can just receive a refund and be done with all this. I've called so many times with my latest attempt being put on hold for 2 hours to finally be told "A refund is not going to happen". Considering how they have treated me over the last 60 days, including being called a liar on a recorded call, I'm completely disappointed and would truly never sail with RCC again.

Royal Caribbean is a HORRIBLE company and I will NEVER travel with them. Our cruise was scheduled to depart May 23, 2020, when COVID 19 hit we cancelled in March. We received some money back and was told to fine a claim with the insurance company AON even more of a headache. We were told we have a cruise credit and cannot get a refund. I was told by staff that they have NEVER seen them give a refund to anyone. I will not give up even if we have to take legal actions against them, we will not be traveling with Royal Caribbean EVER. I've told them this, this didn't phase them a bit. They have my money and won't return it. What type of customer service does this display during this the world emergency. Why can't the government step in and require money be returned, even if a group law suit is filed against Royal Caribbean.

HORRIBLE HORRIBLE! I have spoken with 10 different people and have been told all different things. I paid for a cruise for my friends and we all work in healthcare and HAD to cancel. I asked and was told that I could get all the cruise credit under my name since I paid for the trip. I would not have done so if I was told that I would have to split it by all parties. I decided that since we couldn't go I would use the credit for my husband and my anniversary. WRONG. 2 weeks later I was told no and that I would be out the 900 dollars. I called back days later and explained the situation and was told oh you work in healthcare we can refund you! Well guesss what!!! They put my one credit towards my future cruise without asking and Of course that means I can't get a refund. Way to treat your healthcare workers!!!!!! You have lied and manipulated the situation so that you didn't have to do refunds. Shame on you!!! Now I'm out a ton of money and have another cruise lined up with a company who lies. I would have used my refund to pay for the cruise In september but now I'm disgusted.

After my cruise of April 26,2020 was cancelled on March 24, 2020 I immediately completed the form for a full refund. I patiently waited the 30 days that I was told it would take to receive the refund, on day 32 I called the customer service line to inquire as to why I had not received anything. I was told that my cancellation was received on March 27, 2020 (ok need time to process the request) and it was taking 45 days to process refunds due to the volume (ok I can accept that), and that I should receive my refund on May 11, 2020. Reached out via Twitter on May 5, 2020 and was told within a half hour they were STILL working on getting my refund processed (ok I guess). Reached out via twitter on May 11, 2020 NO RESPONSE at ALL... called my bank to see if there was a pending refund/deposit - NOPE! so here we are May 12, 2020 and I still haven't received a refund or communication from Royal Caribbean. I realize this is a tough time for all, however, this is unacceptable and I will be contacting the Attorney General.

My family of 3 were scheduled to sail 4/6-4/10/20. On March 13th our sailing was cancelled and I was presented with the options of a FCC 125% or a full refund. I selected a full refund and was informed, my refund would come in two parts. Within 7-10 business days taxes, fees and add on purchases would come back followed by the cruise fare 30 business days later. On 4/7 I received part of taxes/fee/add on purchases followed by additional funds on 4/17/20. On 4/20 I called to inquire of the cruise fare still outstanding. I spoke with Ray who indicated the refund request was processed on 3/17. Ray transferred me to his supervisor Escabar, who informed me it was actually processed on 4/1 and I should wait another 30 days. Fast forward to 5/1 when I was told it would be processed within the week. Today is 5/12/20 and I've been on hold for another 2.5 hours trying to unravel the mystery of where my refund is in their process. I will never, ever do business with RCCI again. It's been 40 business days and my next call will be to the Attorney General of the State of Ohio.

. Royal Caribbean doesn't even deserve 1 star . I heard so many good things about the company prior to. And I am deeply disappointing now on how they are acting on issuing refunds during this pandemic . I was supposed to sail March 20th 2020. I called a week prior to (13th) to cancel due to the pandemic and was told the ship was still sailing and they could only issue a future cruise credit . The same day it was announced that all cruises were cancelled . I called back was told that a full refund will be issued and I would receive it within 30-45 days and I would receive the taxes back immediately. 30 days later I call to check on my refund . I was told that no refund will be issued ,I already choose the cruise credit. I told her I did not and was already told I would be issued a refund. She put me on hold for an hour and magically the phone hung up. I called back went through the same conversation with someone else. Was placed on hold for about 30 min. She came back and said they would issue the refund and and I should see it in my bank within the week . No refund to date I call back 5/8/20 . Speak to a rep who again says , oh you took the Future cruise credit and once you accept that you cant get a refund . I speak to a supervisor ( Harvey) . He stutters along to tell me . What the reps were telling me before was wrong . They all thought that people could get a full refund if they were forced to take the FCC but they were wrong . So now the new policy is if you cancelled your cruise and was told they had to take the FCC they could no longer be eligible to a refund . They couldn't even give me a future cruise date or what would happen with this pandemic . I then speak with Harvey's resolution manager ( Marco Maxwell) who tells me there is nothing he can do . I was given the FCC or cruise with confidence credit ( Was either that or lose my $) and it cant be exchanged for a refund even though they cant even give us a date when they will be cruising again. I see hundreds of similar stories online and its just sad that a big company such as Royal would do that to its customers during these scary times . SO the letter the CEO sent out stating everyone could get a refund OR a FCC was bogus . I asked for something in writing about there policy ...... They could not provide..... Whats really going on here!!

I wish I could give them negative stars, I have called numerous times to get my non refundable deposit back because of covid-19, we were supposed to sail on 8/1/2020, me and my guest do not feel comfortable cruising now or in the near future, was told they could just give us a credit which is unacceptable in my eyes, also was going on the cruise because I was in my friends wedding that would have taken place on the ship, two of the other groomsman have non refundable deposits but got them back in a timely fashion but can not get mine back for some reason. Will never book a cruise through royal carribean in my life I'll go to Norwegian or carnival

We were supposed to sail 4/12/20. We submitted a refund request end of March and was told it could take up to 30 days. On April 4/22/20 I called them back and they said the refund had been processed on 4/14/20 and that it could take the bank an additional 30 days to process it. Here we are on 5/6/20 and we still haven't seen the refund. There was 8 of us in 2 rooms. We have contacted the banks to see if there is a pending refund (between all of us we used 4 credit cards) every single bank said they had nothing pending.

I booked a cruise on 29th of Feb for sailing date of March 12th. My husband started developing a high fever and other symptoms of COVID-19 on March 3th and decided to go to the emergency room. On March 5th and 6th, I called RC to cancel the cruise as we did not want to expose the public (although the hospital did not test for COVID-19 because it was not available, he was suspected positive and was ordered to SELF-ISOLATE at home) but unfortunately did not have any luck with the representatives, as they only offered a 50% CREDIT toward another cruise.

As a customer, this is extremely frustrating and disappointing, as I was expecting at least the FULL credit of my cruise to be used at a later date, if not a FULL refund back to my credit card. So far, I have called 5 times and spoke to multiple representatives and managers with no success.

RC has no regard for the public health of its customers or employees. It was for their own benefit someone who was suspected positive of a global pandemic to not board their cruise ship and expose a multitude of customer & employees!

This is the WORST experience I've ever had with a cruise company, and never plan on booking with RC ever again.