Royal Caribbean Group

I've been loyal to Royal Caribbean since 2013. Recently my cruise for April 24 was cancelled due to covid 19. I was pleasantly surprised to be told we could get 125% in the form of a future cruise credit. When we originally booked this cruise, it was buy one get one 60% off. When we paid for our cruise online, I paid half, and my cruise companion paid half. Not only was this the most convenient way, it was also how Royal Caribbean had it set up. We each pay half. The future cruise credit we received was very different. I received 100 plus 25 percent of the origional cruise fare. My cruise companion received 40 plus 25 percent of the origional cruise fare. I can't use my fcc to cover the cost of her reservation on a future cruise. Therefore, if we book another cruise, we need to add more money to cover her fare, I will be left with extra cruise credit that can only be used for my fare on ANOTHER cruise. The 25 percent incentive is actually just a scheme for Royal Caribbean to make more money. I opted for a cash refund and lost the incentive. I'm not sure that I'll cruise with them in the future. As much as I enjoy the level of service they offer, this money grabbing scheme of theirs lacks integrity. I don't want to support a company that lacks integrity.

I wish I could give this company no stars at all. I regret having done business with them, and should have just stuck with my original reservations with Norwegian Cruise Line. I just spent over four hours on the phone with supposed customer service representatives and one "supervisor" who I waited on hold for almost two hours just to speak with her, and then have the line be disconnected two minutes into the phone call. I suspect that they hang up the phone on their customers when they no longer want to deal with resolving the conflicts they create.

My issue is that there is no follow up communication with customers after a phone call is placed or confirmation emails to verify that cancellations made over the phone have been processed. I keep being told that the company does not send confirmation emails to customers due to the volume of requests they are receiving, but they have no issues accepting the funds once people's credit cards go through. Accepting payments come easily for their systems, but when it's time to process a refund, suddenly their systems have an issue and customers have to wait "30-45 days" except that this is very unambiguous since they have no communication systems in place to document when cancellations initially went through since they don't send out confirmation emails!

I called Royal Caribbeans on March 25, 2020 and spoke with a representative in Guatamela, which signifies this is a global company. One would think a global company would have much more efficient and useful systems in place to ensure customer's confidence in their business. After telling ***, my representative, that I would like to cancel my cruise for May 29, 2020, he told me I had two options to choose from--either a full refund or a FCC of 125%. I told him I just wanted a refund and wasn't even sure that I would qualify for one because my cruise itself had not yet been suspended. He told me that he would process my cancellation for a full refund and I would receive my funds within 30 days. He was very professional, and assured me that I would receive back the full amount despite my cruise line not being suspended. I asked him if there would be some sort of follow up communication either via text or email to confirm these details discussed over the phone and he told me that Royal Carribeans doesn't do that? How is that not a customary practice to send a confirmation email to signify a cancellation of cruise? After a week of not hearing anything, I went ahead and filled out the online form on the website to process the cancellation, thinking this would expedite the process and give me some sort of documentation that my cancellation went through, but still did not receive any correspondence. Essentially now a month has passed, and more than 30 days. I decide to call them today to check on the status of my refund just to be informed that a cancellation had never been processed and is now just being processed as of May 2, 2020 so, what happened to my conversation with *** on the 25th of March when he told me he put in a request for my cancellation or the online submission I filled out a week later? This is an internal matter that should be investigated because there are clear loopholes and people are not doing their jobs with integrity.

I honestly have no faith that this company can run competently and am not surprised by the myriad of negative reviews they are getting. When the money is coming in, everything is good, but when it's time to do right by their customers, they suddenly do not know how to operate. This is so unacceptable and I just want to get my refund.

I was to go on a cruise with Royal Caribbean on March 28, 2020. As of March 10, 2020 Royal was only offering a future credit. Due to the pandemic, of course I was not going to chance going on a cruise and chance getting sick or getting stuck on a ship. Therefore, I requested a future credit. 2 days later, Royal offered a refund or a future credit of 125% to those customers that had not requested a future credit. I have outreached to Royal Caribbean numerous times in reference to this because it is not fair that some are offered a full refund and others aren't. At the time that I accepted the credit the only options were to take a reduced credit or "take a chance" at sailing and get sick. When I called on each occasion, I was either not given any information or advised there was nothing that could be done. I emailed the executive office and expressed my concerns as a first time cruiser with Royal Caribbean and on 4/30/20 I received a phone call from a representative with the executive office who advised there will not be any refund provided nor would I be offered the 125% credit due to me canceling on March 10, 2020 (2 days prior to Royal canceling the cruise themselves). The representative did not show any remorse at all. The group I was to cruise with was a little over 80 people, and we all are very unhappy with the way we have been treated as customers. We all wanted to sail...however the deadly pandemic is worldwide and we only canceled for the safety of ourselves, families, and others. Why would we have not taken the credit on or before March 13, 2020 when we see people were dying on cruises due to COVID-19? How were we to know that if we did not take the credit we would loose our money all together? All other cruise lines have waived their policy and offered a refund to all customers except Royal Caribbean which shows how much they care about their customers! I will not recommend Royal to anyone and I will continue to fight for a full refund! Royal Caribbean apparently does not understand how this is going to effect their business in the future! I work in healthcare and do not know if or when I would be able to use a future credit and it is totally not fair! At this point it is not all about the refunding of the money, it is a matter of principle.

Royal Caribbean canceled our cruise over a month ago. We were giving the option to take a future cruise credit, but we declined, because we are already booked for two cruises next year. We asked to have the money transferred to next year's cruises and they told us they could not do that. Ok, so we opted to get full refund of our money. We were told in one week you will see the money back on your credit card. After two weeks we called, since the money had not been returned to our cards. Next I hear, oh you won't see that money until April 26, 2020, so on April 27th I called back because no money was returned on our account. I was told we have issued you full credit of $268.97 to my card and $387.96 to my sister's card. At that point I was in shock. I said to the Royal Caribbean's agent, that is NOT full credit and my credit card company says they have received no credit. I have been patient, but the full amount for both my sister and myself totals over $6,100.00. We still have not seen a penny of that money and now it's April 29th. Now we are being told it could take another 90 days. They are holding our money hostage. How hard is it to credit back to a credit card? I have done it hundreds of times. Not sure what our recourse is at this point. Royal Caribbean has ignored my e-mails and lied over and over on the phone. If I could give Royal Caribbean's star rating a zero I would have, but that is not an option. I was required to give a star rating or I could not go on.

Royal Caribbean is THE WORST company I EVER had to deal with. My family of 6 had a cruise scheduled for March 29. We were forced to cancel as well on March 13th when they made the announcement. We called immediately on March 13 to request our refund not a credit. They said wait 30 days. We called on April 6 to follow up they said they only received a request for one of our adjoining rooms not both (the vacation is booked for my husband and four children under the age of ten so it's beyond me how They came up with that shanigan of a story. A lying agent who lied to you guys told me the same thing that they never received our request!!! Same as everyone else's complaint on here that I read. So we waited the 30 days and called back. Another agent tried saying we never called them they said we did then they said it would be 30 to 45 business days!!!! Then we spoke with a supervisor who told us our money $594 was deposited into our bank. They even went on to say my bank wouldn't allow a large deposit because the cost of the trip was around $5000. I called the bank and that was a lie. The women said royal carribean never even attempted to make a deposit after she reviewed all records she told me that they gave inaccurate information and to call them back. She said I could have any amount of money deposited into my account. I called back spoke to another supervisor and was told he would email me. Guess what??? He never emailed me. They have plenty of agents to speak with if you want to book another cruise...funny how that works and they certainly have a different attitude when you call the reservation line!! Anyways, She said that it would take longer and they couldn't tell me when!! I can not believe the way they are treating their customers. I swear on everything I will never again cruise with royal carribean.

This would have been my first cruise travel but due to the pandemic of coronavirus, I had to cancel and RC had agreed to cancel under its Cruise with Confidence policy and honor my trip with future travel credits.

I have not yet received confirmation of my Future Cruise Credits. After speaking with Representative *** yet, I was advised they are still being processed. When asked if I could receive an email confirming that I would receive these credits, he declined. I then asked to speak with his immediate supervisor and I was transferred to a person identifying himself as *** supervisor#XXXXX w/your "Resolutions team". *** informed me that even though I have already been promised that I would be receiving a future credit sailing under your Cruise with Confidence policy that I am NOT eligible for receiving future credits effective March 7. I asked how can I be in contact with several other reps after March 7 who have agreed to honor my trip cancellation with future travel credits and during a call I made in today, I'm being advised that none of those promises will being honored? It's truly disturbing that *** offered no explanation for the recission or who I could speak with beyond him about the change.

This refund policy isn't fair! They said you could get a 125% credit if you chose it. My credit voucher is $478.00 less than what it should be. I'ts also $195.00 less than what my original booking cost was!! They have some BS on one of their web pages how if when you were canceled that is how much you'll be refunded. Not your original booking cost! This is not fair!! I think they seen this coming and through out there some ridiculous sale going on so they could save their own butts!! I had another cruise planned in August.That I have canceled! My cruise was to be March 28. I want my full amount that I'm entitled to!!

I contacted Royal Caribbean on March 13, 2020 after hearing them announce that they would offer full refunds. I waited on hold for over an hour and got through finally. I was assured that I would get my refund. Then, after 30 days passed, no refund. I called back and was told that now it is 45 days. It has been 42 days and still no refund. I think the company is planning to claim bankruptcy and never refund the customers their monies. I am a single mom, with a special needs son and believe me, I really need my refund money now.

I requested a full refund for our 5/9/20 cruise that was canceled. I am getting the same runaround - they didn't have my request, blah blah blah. It is sinful to make a customer wait upwards of 45 days for their refund. I have contacted my credit card company and will reach out to the attorney general. shame on you Royal Caribbean! you have our money and should give it back.

We have had two cruises effected by the global pandemic now, May 1-3 and May 22-24. We rescheduled the first one before it was cancelled by Royal Carribean knowing it would be cancelled due to the global pandemic and because we thought ahead, we don't qualify for a refund, just future cruise credit for the same amount. They are withholding $900 from us that we have to use on a cruise fair and it has to be booked before December 31, 2020. Due to everything that is going on, unsure of when they will actually start sailing out again and my husband working in health care, we will not be able to use it. We have been told there is nothing that can be done for us besides being forced to take a cruise with Royal Carribean before next December, if not we just loose $900. This is not a good business practice and we will not be referring anyone to Royal Carribean. They are punishing us for thinking ahead on the first cruise May 1-3. A refund was never an option until the second cruise got canceled, otherwise we would have taken that to begin with.

We cancelled a cruise in February, before COVID, and have been lied to repeatedly about our refund. We have not received it and everytime I call there is a new liar on the phone telling me a new lie. If I could give ZERO STARS I would. This company is an utter disgrace.

We cancelled our cruise reservations on 3/15/2020 for sail date of 6/28/2020 which was prior to our final payment date. We were told our refund would be posted in 3-5days. Did not occur. Called back to RC on 3/24/2020 and was told 15 days which also did not occur. Called again on 4/3/2020 and was told would take 30 days from date of cancellation to receive refund. Did not receive. Called again on 4/15/2020 and was told that the refund was processed on 4/7/2020 and it should be posted by end of week 4/17/2020. Again did not receive the refund. We cancelled prior to our 90 day final payment date of 3/30/2020. We are not asking for anything more than what was guaranteed by our cruise contract and RC cancellation policy. We just keep getting the run around. We have cruised with RC in the past but likely will not in the future due to this experience.

for the 20 minutes I was on hold you could have processed my refund it is illegal to hold people's money you did not provide service you cannot hold all the people's money because you don't have time to issue refund I understand what's going on but it is illegal to sit on someone's money

STILL waiting on Royal Caribbean to refund our monies from our cancelled cruise from March 29th aboard Oasis of the Seas. This is CRAZY! Told originally that it would be refunded 30 days from when I called to accept the refund but now they're saying 30 days from the sail date. All I know is they still have my money and that's simply wrong. You've got to do better than this RC!!!

We had a cruise booked on the Harmony of the Seas in March during the COVID-19 crisis. Per government recommendations, we took the advise to cancel the cruise. We agreed to a credit for a future cruise. However, 2 days later the cruise line cancelled the cruise and we received a letter indicating we could receive a full refund or a credit for 125% for a future cruise. No where on this letter did it state this offer was only for customers that currently had reservations. I have called and inquired as to why we received this letter if it wasn't going to be honored and I was told it was a mass mailing. I have also sent emails to the company without response. If this offer was only for customers who had not cancelled already it should have been stated as such. I feel that if I was sent an email offering a full refund or a 125% future credit, either offer should be honored. We would love to cruise again but would appreciate the the additional credit as offered in the email.

My cruise was cancelled 3/13/2020. They wouldn't let us on because I have asthma and my grandmother has diabetes. I had 10-12 people. We were promised a full refund or 125% by the manager at the guest services there at the Port in Miami. He even told us to give the company receipts for food and shuttles for the inconveniences. That's a full 5 extra days we had to pay for food and travel expenses that Royal Caribbean doesn't seem to respect. I told the guest services manager I wanted a refund right then because I knew when I called in I would get the shaft, and I did. No refund for anyone before the 14th, I was the day before. No refund if you weren't allowed on because of preexisting condition even though they didn't decide to do that until the 12tg but they didn't let any of us know. So many people were denied, very few got on and then then people who got on were made to get off later and the cruised cancelled after my group left anyway. This is garbage. Royal Caribbean is garbage and why would I want another cruise? Why would I want a credit to ever come back. Look at your customer service. I was given the run around, my travel agent give. The run around. I've bee. O. The phone more times and more hours than I can count and now after all else I've been given and email and have to pray you'll respond. I'm disgusted. I am going to post this same review on every site and every social media of myself and my friends. I have started contacting every travel agent and told them the treatment I've received and referred them to book other cruises for any future clients. After all your not the only one. And I *** keep posting and have my friends repost this. It may do nothing since we are only 10 out of many but I am going to be relentless as possible, since I am being treated like trash by your garbage company I'm sure that means there are many others and I will work as hard as I can to find them and make sure I post their stories as well.

I received an email notification from RCCL on 3/13 that our cruise had been cancelled and was given the option of a full refund or 125% in FCC. I immediately called and requested a refund and was told to allow up to 30 days. On 4/13 after not seeing any refund, I contacted RCCL again and was informed they had no record of the call and had issued FCC to my account and that I should have received an email which I did not! The agent then told me he would cancel the FCC and issue a full refund but told me he couldn't send me anything to confirm this. He also said to allow up to 30 days for the refund to appear. I have been making minimum credit card payments with the expectation of the credit and incurring additional interest charges as a result. This situation is unacceptable. I'm a reasonable person and understand the difficulties RCCL is experiencing and was patient, waited the 30 days as requested before calling back. Later that day I received an email from RCCL for FCC for four of the five members in my family? Why would I get an email for FCC the same day as the agent told me he had processed the refund? I also didn't appreciate the agent making me feel like I was lying about calling in on 3/13. I have a copy of my phone record to RCCL on that day for 44 minutes so how is it possible that there is no record of my call?

Terrible company. Everyone who had a cruise in March is being ROBBED of their money. Our family spent seven thousand dollars on a cruise in March but the cruise was canceled and our ONLY option was cruise credit. Now they are offering a full refund for anyone in April and beyond and are REFUSING to give a refund to our family, claiming because we took FCC in March (ONLY OPTION GIVEN). It was either FCC or LOSE out on 7 grand. We do not feel comfortable taking a cruise of ANY KIND. They claim they are offering a full refund because of how they say on their website. We have gone on two cruises with this company already, given them lots of money but we can GUARANTEE, they have LOST a whole family of varying generations of paying customers for LIFE if they do not refund us in full. And we will NEVER recommend them to anyone we know. In fact, we will recommend against them.

We were scheduled to cruise March 15th, 2029. My husband has Diabetes so we chose to cancel on March 10th. We were told we had no option but to receive the future cruise credit. On March 13th our cruise was cancelled by Royal Carribean. After hearing that they were now offering full refunds or 125% cruise credits I called to see if I could get a refund vs. the cruise credit we had been offered. I spoke with a representative who spoke to the resolution dept. and said we would receive a refund back to our original form of payment. I was very relieved knowing that we now had the option to cruise when and if we were ever ready to. The end result is that Royal Carribean refunded our taxes and that is it. After hours upon hours of being put on hold and being deceived we have been told they stand by their decision to not issue a refund. I told them that all they had to do was listen to the recording of the woman promising us a refund and for them to do the right thing. At this point, they have chosen to have no more communication with me since I suggested a class action suit might be in order. Bad Business!!

Refuse to refund cancelled cruises. It will not be any safer to cruise in September than it is now.