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Royal Caribbean Group Rating
Address: 1050 Caribbean Way, Miami, Florida, United States, 33132-2028
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Due to Covid-19 and AFTER Canada closed it's border. I called to cancel my HI to Vancouver cruise. However, because I didn't "wait" I am only entitled to FCC for what I paid. This trip was 2 years of scraping together money and 1 year in making travel arrangements. The person I spoke with did not advise me of this, and of course the cruise was going to be canceled. She could have explained to me that this would happen. All I want is a refund of my money. Especially in this time, where money has become so much more tight. Very disappointed with RCCL.
The agent who assisted provided the most up-to-date information available at the time. The Cruise with Confidence Future Cruise Certificate waiver is available for those who are concerned about travel during these uncertain times. This offer was introduced at a time in which we anticipated continuing to sail. When we made the difficult decision to cease our global operations we introduced a different compensation offer. Those who had previously cancel were considered ineligible to receive this offer. We understand this is disappointing, but out of fairness to all who are impacted in this same way we cannot make individual exceptions. We are truly sorry for any disappointment this response may cause.
My cruise was cancelled and royal still hasn't refunded us 3 weeks after our request. We were told it would take 30 days when requested. I followed up this week and was told 90 days. This is unacceptable. Royal is taking advantage of people! We deserve our refunds!
We're sorry for the delay in receiving your refunds. Due to the sheer volume, our normal refund time has increased. Please be reassured that your refund request has been noted and we're working through processing these as quickly as we can.
It's been over 30 days today since I requested my refund and when I called Royal essentially said they can't give a status update. It feels like Royal is delaying us all in attempt to keep our money. We were told 30 days and that has passed. I requested my refund within an hour of the notice cruise was cancelled.
My family and I have been loyal to Royal for over 10 years and sail multiple times a year. We are incredibly disappointed. We had travel plans on a Royal cruise departing from Rome on April 8, 2020. Everything about our plans were disrupted. On March 6th, Royal emailed passengers and changed our embarkation port from Rome, Italy to Athens, Greece. Customers were NOT offered the option for a full cash refund at that point even though the cruise line made a change that we did not explicitly agree to, nor indicate our ability to change expensive plane tickets from one country to another. We kept our travel plans and made attempts to re-route our fight plans to Greece. American Airlines indicated the cost for us to change the ticket would be $2,000USD. Therefore, our only economically viable option to get from our hometown of Miami, FL to the cruise was to continue our plans to fly into Rome and buy a one-way from Rome to Greece. Then on March 11th American Airlines canceled our flight abroad. They never gave any details of any different options regarding their refund policy. They stated we would not incur penalties due to the situation at hand and that we would receive a refund. I am requesting a full refund of monies paid since they are no longer sailing this itinerary through no fault of my own. And whoever from Royal is replying to these comments with "I'm sorry" don't bother. I want my money refunded so I can pay my bills in a time of crisis like every other sane person on the planet. Your apologies and lack of compassion for your customers is not going to do me any good. Do the right thing.
We're happy to advise that the refunds due on your reservation were issued yesterday. We do hope you'll utilize your Future Cruise Certificates to sail with us in the future, we trust you'd have a wonderful time onboard.
I checked my bank account and NO you did not issue any refunds yesterday and if you took the time to read my review you would have the decency to acknowledge that I specifically said I want a full refund of my monies paid, not a future cruise credit. If your competitors are wise they would accept RCCL cruise credits and future business because a lot of customers won't bother coming back to Royal after the lack of consideration you have shown to your customers during such a difficult time. You can stop hoping I'll be using any future cruise certificate on Royal, because SPOILER ALERT - I WON'T.
Depending on your bank's handling time, it may take additional time before appearing in your account. However, we trust you have received your funds by now. While we understand your request, we aren't offering refunds to any guests that had canceled under the Cruise with Confidence policy. As this is being enforced to all guests, we're unable to grant special exceptions to one guest and not others.
I indeed know other people who were on the same sailing I was and that contacted royal before I did to cancel and they received a refund back for their reservation. The booking number was XXXXXXX. So please get your story straight before you make public statements that Royal is applying the policy consistently to everyone. This person received a refund AND the cruise with confidence certificate for their booking, just to be clear. So your response and argument is invalid. I still want a refund and do not need to be pacified by your baseless responses. *** from royal's resolution department admitted to me on a recorded line that they reviewed my original call and can confirm that I asked for a refund but that I accepted the voucher. How does that even make sense? If I requested a refund why would you take that to mean I wanted a voucher??
If you could give no stars, I would do it. I don't know what has happened to Royal Caribbean as they were really good about 15 years ago. I called to cancel the cruise due to my mom's age. RC won't give the money back that was paid (as if someone has over 1000 to just give away-especially someone over 70) CDC recommended her age group not travel if they have other health issues so she said she doesn't want to be on a cruise ship. Now my main reason was to cancel and can you believe, they still haven't cancelled this trip. I don't have 1.5-2 hours to be on hold again to get this cancelled AGAIN when your staff should have done this in the first place. It is so sad to see the level of service and poor excuses from this organization-it used to be a fine, grand organization and it is just isn't there anymore. RC has lost all credibility with me and we are letting others know of the same so that they will look elsewhere to cruise.
We are working with the Centers for Disease Control and Prevention, the World Health Organization and Governments to ensure that we are taking all of the necessary steps to maintain a safe and healthy environment for our guests and crew. We have recently made some changes to our operations, which includes the introduction of our Cruise with Confidence policy. At this time, the coverage from this policy change extends until July 31, 2020 and August sailings aren't eligible under this policy. As this date cut-off is being enforced to all guests, we're unable to grant special exceptions to one guest and not others. We have been in contact with the customer to advise to wait until closer to the final payment date before making any changes to her bookings. We're sorry to hear of your disappointment with our response. Please rest assured that we'll continue to monitor and make the necessary changes for our guests and crew.
Just to go on record, they still haven't paid attention to the customer and cancelled our reservations. If myself and my mom have requested to cancel since she is OVER 70 and doesn't feel comfortable with going on a cruise, then why won't you just cancel the reservation. WE DON'T WANT TO WAIT, CANCEL THE DARN RESERVATION PER OUR REQUEST THAT WE HAVE MADE IN WRITING AND VIA PHONE!!!! We don't want to deal with Royal Caribbean at all and refuse to have to pay any more money for cancellation fees because we waited-we don't want to incur any other fees since you are already robbing us of 1250 dollars. we want both reservations cancelled since you wouldn't allow us to get one reservation number for the 5 of us. again cancel cancel cancel.
If I could give zero stars I would. We were schedule to depart on 3/15/2020. Less than 72 hours out, we decided to postpone the trip and accept the cruise with confidence policy. We had to decide within 48 hours or lose everything. A day later RC cancelled the cruise and offered us a 125% credit or a full refund. Since my wife has a compromised immune system and we cannot cruise with any confidence for quite sometime, we decided on the refund. RC confirmed the refund and said it was in processing. Today I received an email saying they will not honor the refund or give the 125% credit. They have my money so not much I can do except contact a law firm. I doubt that will get me anywhere. The whole country is hurting due to this virus and the big corporations will again hurt the average person with their greed.
We understand the gravity of the public health crisis confronting the country. This situation remains quite fluid, and we all continue to assess the impact and monitor the number of cases around the world. While there are still a lot of unknowns related to COVID-19, we do know it presents the most serious health risks to older individuals, the immunocompromised, and those with serious underlying medical conditions. At Royal Caribbean International, the safety and well-being of our guests and crew are always our top priorities.
We have recently made some changes to our operations, which includes suspending our cruise operations until May 12, 2020. We are working with the Centers for Disease Control, and other government entities to ensure that we are taking all of the necessary steps to maintain a safe and healthy environment for our guests and crew.
Some of our guests have chosen to cancel their reservations prior to our announcement about our operational changes. We understand that each guest needs to make the decision for themselves about the best course of action in these uncertain times. We are not offering waivers for those guests who have already processed cancellation requests. Out of fairness to all guests on this sailing we cannot move forward with any exceptions for individuals. We realize this is disappointing, but we appreciate your understanding of our decision.
Poor customer service with very little regard to public health. They are only interested in filling the ships. I spoke with customer service about being exposed to a person with Covid-19, They stated that I would have to go to port to receive a refund. So, I would of potentially exposed countless others if I would of gone. Fortunately, I was able to get a future cruise credit, and did not get Covid-19. However, I think I am not going to use the credit as public health is not a concern for them, just your money.
Our records show that when Mr. called to advise of his possible exposure we asked him for documentation to prove his case, so we could provide some consideration. Before we could receive any documentation he opted to cancel under our Cruise with Confidence policy which allows for Future Cruise Certificates. We are sorry that Mr. is not wanting to cruise again. We hope he has a change of heart. We would be happy to welcome him onboard.
We were refused boarding on the 3/2/2020 cruise on Serenade of the Seas due to me testing positive for type A flu. I was given a letter from the Serenade customer relations manager granting us a 100% cash refund. I have made several calls to attain the status of my refund including emailing them a copy of the letter. They have not responded to me in any fashion. I am a loyal RCCL customer with 92 cruise nights. I am frustrated and very disappointed at the lack of communication from Customer Relations.
We are sorry for the confusion. Please send the letter to us and we will reconsider your request. Please e-mail it to ***@rccl.com. We await further response.
I was scheduled for a cruise on March 27, 2020 on Grandeur of the Seas. On March 6, 2020, RCCL announced you could cancel for FCC. A week later, it was announced that you could receive a refund or 125% FCC. Because I accepted the first offer, I was told that the second offer was not possible. This seems unfair to me.
We're sorry to hear of your disappointment with these changes. Our new, temporary Cruise with Confidence policy was available for guests to take advantage of up until 2 days prior to their sailing. Due to our global shutdown for these few weeks, many guests who still had plans to sail, were cancelled. While we won't be offering the shutdown compensation to any guests that accepted the Cruise With Confidence cancellation, we hope you'll use your FCCs on a future sailing. We trust you'll have a wonderful time onboard.
I am unhappy with their policy and response to my concern. If I bought furniture, and the next day it went on sale, the store would honor the sale price. How can they make an offer, amend it a week later, and not offer the customer the better offer? It is poor customer service. Since I am forced to use the FCC or lose the money, I will take a cruise with them. However, after that, I will not take another cruise with them. Everyone I have told about this circumstance agrees with me.
We're sorry for the confusion, the Global Suspension isn't an amendment to the Cruise with Confidence, they are two separate policies and guests that took advantage of the Cruise with Confidence aren't eligible to receive the other. We trust you'll have a wonderful time onboard when you use your certificate and hope you'll reconsider your decision and will sail with us more in the future.
I immediately accepted the first offer because my doctor told us we should not go on the cruise. I certainly did not expect a better offer a week later. Good customer service would allow all passengers to cancel for a refund. I am sure I am not the only person with this circumstance.
I spoke to *** #XXXXXX and Supervisor *** about my recent trip on Harmony of the Sea's. I am not feeling well after the trip and have some minor pain. I do have a cough but it could be from allergies? They also changed the itinerary completely from the western Caribbean to Eastern. They updated my girlfriend and I on this at the Muster drill with no way of us leaving the boat. My elderly mother had a surprise flight booked to meet me in Puerto Rico which we never showed up. Royal Caribbean has done NOTHING to help with this and my poor mother has been crying over it for the last week. She was going to see her only son on his 30th Birthday and she was not able to. Now she is out $2000 for her flight and hotel and felt destroyed she was not able to see her only boy on his birthday. Shame on you Royal Caribbean, shame on you. 2 hours on the phone with Royal Caribbean and the best they could do was say "sorry". I told them I was not looking for much, maybe a discounted cruise for my mother to make her smile again.
I'm sorry for your disappointment with the itinerary changes to your cruise, especially as you couldn't meet your mother in Puerto Rico. I regret that we couldn't make that visit due to the weather. Please understand in these circumstances compensation is not provided, as we reserve the right to alter an itinerary when needed and it must remain equal for all guests.
You let me know this while I was locked in the muster drill with security guards blocking the exit. You had my bags, you had my money and wouldn't let me off. Now you offer 0 remorse or compensation.
Think about being more ethical to your customers and stop providing prisons. Royal Caribbean Prison Lines.
Due to the Corona Virus and the State Department warning not to go on a cruise, we have decided to cancel our Spring Break cruise leaving April 4th 2020. RCC line will not allow you to cancel on line you have to call them. For 2 days I've been trying to get thru to Royal Caribbean by phone, First, I was put on hold for 1 hour & 15 mins. I gave up and decided to try at night instead. I started last night at 8 pm. I was on hold for 1hr& 45mins . I then try 15 mins later and continue until 11:30 PM that night, still no luck in getting to speak to a person. I think Royal Caribbean is putting there cancellation calls on hold and refusing to answer them hoping there clients will give up, and if they don't show up for boarding on the day of there departure, they will not get any credit and will lose their total cruise fare. That is not the way to treat their customers. I'm now on the phone on hold for 46 mins this morning at 9:22 am. I still cannot get to speak to a person.
***:
We are sorry that you were having trouble getting through. Our call centers have had an increase in call volume. We are taking steps to try and lessen the hold times. Nonetheless, our records show that you have gotten through and had your reservation has been noted for cancellation. We are sorry for your inconvenience.
Yes, I'm happy to say I've finally gotten thru to RCC Line by phone and happy to say that I they will put a note into my file to cancel my cruise. Royal Caribbean Cruise line was very cordial and helpful, but they wouldn't tell me the reason why they don't allow you to cancel on-line. With thousands of guests trying to get through on the phone, they should allow on-line cancellation and follow up with a letter explaining the issues. That would give their guests some piece of mind that they wouldn't loose all their cruise fare.
For privacy and security reasons, we always verify the identity of a caller to ensure they are authorized to make changes to a reservation. Our staff has worked very hard to lower the current hold times and we've also forwarded along the suggestion to be able to offer online cancellations while still safeguarding our guests information.
I had such big hopes for our first cruise. My husband and I took our 4 kids on Adventure of the Seas and couldn't be more disappointed in our whole experience on this ship.
1. Our first stop was in Grand Cayman, which we decided was going to be our big excursion (price wise, we paid over $600 total) we booked through the ship thinking we would be covered in case we were running late. Ive heard stories of being left at ports and with 4 kids I didn't want to chance it. Our excursion was suppose to be 5 hours swimming with the turtles and stingray city, our meet time was 9:15 and didn't leave until 10:30. We had 20 min to swim with the turtles because our bus driver couldn't get enough wrist bands for our whole bus and had to wait on the bus for almost 30 min until he could get more wrist bands. Not sure about anyone else but my whole family can barely get in and out of the bathrooms in 20 minutes. And thats where our bus driver left us. We didn't get to do anything else plus had to pay for a taxi to take us back to the ship. As soon as we walked out to where we were suppose to meet the bus we watched him drive away. Mind you my watch said we were on time! 20 min at one excursion for over $600 what a joke.
2. I understand windy weather and it could be hard to dock a ship, our captain decided he couldn't dock at Costa Maya because of wind.....even though we watched 2 other ships dock at the same spot. Instead of tendering us in they moved on to the next port.
3. Because we arrived early to our next port Cozumel they decided to leave 2 hours early. Not only did we miss a whole port but they left early on the scheduled day.
4. I paid for the drink package for my husband when I booked the cruise, when we got on the ship they said he didn't have it....apparently they didn't charge us. So I figured we would take the deal on the ship and both get the package, I don't drink but I figured the Starbucks coffee was included and you get soda and some other options. My complaint about this is....you can only order 1 drink at a time. Then wait 15 min minimum to get another. Id just assume get 2 at once and I wouldn't have to stand in line all day long. Maybe I could see that for the alcohol drinks.
5. The main dining room had pretty much the same food all week, it was nice to sit in a quieter atmosphere instead of the buffet but again with 4 kids this was not ideal, was hoping to get a little variety.
The whole ship just had a bad vibe to it, we didn't talk to one person that enjoyed there trip. So many complaints, the ship had a bad smell to it, we felt like a number instead of a guest, they had very limited times to when things were open like the rock wall, the surf machine, the ice skating rink. The food in general was ok....just ok! Don't order steak, not good at all. We ate mostly in the windjammer, same food every day pretty much, we were in the Caribbean for crying our loud!!!! Good thing my kids like pizza and french fries, my husband and I could have enjoyed a little more. Starbucks employee's were rude. The internet package was horrible, it kicks you off every 5 min, so you still couldn't get a call or received emails unless you were constantly checking to see if you were actually connected to there internet. They nickel and dime you the whole time, nothing really is included don't kid yourself.
Im sure there are better cruise lines out there, unfortunately when you have such a horrible experience you hate to jump back on another boat.
Wish I would have read more of these reviews before booking this trip, so disappointed.
We are sorry to learn of the disappointments your family experienced with the ship odor, itinerary changes, food variety/quality, and the employees at Starbucks. Your feedback has been sent to the operational team onboard for future improvements.
Our restriction in only serving drinks once every 15 minutes is put into place with the idea of maintaining a family-friendly environment and preventing guests who are drinking alcohol from becoming overly intoxicated. Because our Bar Staff are serving alcoholic and non-alcoholic drinks in the same areas of the ship, they often will limit drinks for everyone in an effort to be compliant with the rules about not over-serving those guests who are drinking alcohol. We are sorry for any inconvenience this caused you.
We are sorry for the disappointment that you experienced with the shore excursion in Grand Cayman, and the internet connectivity. As you did participate in the shore excursion we are not able to refund it, but are happy to compensate for the taxi fare. We are happy to refund $50 for the estimated taxi fare, and $119.94 for your internet package. These refunds should be received within ten business days.
My husband and I purchased cruise tickets for our 1st year anniversary, it took us 8 months saving for our trip. The day comes and We get to the port and they informed us, my husband can not go on the cruise for improper documentation as a US citizen, (he served 27 years on the air force, born in Puerto Rico (military base) currently works for the Veterans Administration. He showed 6 US identifications, 2 passport, one diplomatic passport (expired), retired military ID, Fl Drivers License and ORIGINAL birth certificate (blue prints).
Royal Caribbean insisted for us to make phone calls to Puerto Rico and get the birth certificate from 10 years ago in only 3 hours we had left, we said what? Bottom line, we spent over $2700.00 on our cruise and they did not let my husband board in.
At that time I had to make a quick decision and board myself without him, keep in mind this was our 1st wedding anniversary, WAO!!!....The only good thing was there was that, there was some friends of us boarding as well with us.
Long story short, I went on a cruise without my husband on our 1st anniversary. After cruising for 6 days, last day we all got sick, 3 couples. All of us ended up at the emergency room, where they prescribed us antibiotics. What a heck of a cruise. I then decided to call the cruise line for a refund of my husband's ticket and was told that they can only refund $97.00 taxes only.
They literally ripped us our 8 months of saving. I wonder how many people they do not let go on board and then steal their money.
I would NEVER EVER buy any other tickets from Royal Caribbean, Brilliance of the Sea EVER...Picture you on your 1st anniversary without husband on a cruise. Looking forward to get ripped off and sick, contact the Royal Caribbean Line.
-Another unhappy customer.
We are sorry that Mr. was denied boarding. Citizens of Puerto Rico were required to obtain new Birth Certificates in 2010. All Birth Certificates issued prior to that time were considered invalid after 2010. See the following link for more information: https://welcome.topuertorico.org/reference/demogra.shtml.
As it is the guest's responsibility to identify and obtain proper docs for boarding, we are unable to waive any penalty for Mr. denied boarding. We are truly sorry that he was not able to join us, as planned.
We do not have records that show that Ms. was ill while onboard. We are sorry to learn that she became ill after the cruise ended. We hope she is feeling better now, and we hope she had a quick recovery from her illness.
I was refused boarding because of a balance owed they wouldn't allow me to rectify it and denied my twin brother just because we have the same name
I was refused boarding because of a balance owed they wouldn't allow me to rectify it and denied my twin brother just because we have the same name and birthday except his birth certificate includes the suffix "II". I begged them to let me at least pay what I owed to let me sail as I didn't want my 70yo mother going by herself.. they said that even if I paid it there was no way I was getting on that ship... on top of that refused my twin brother simply because we are twins even though he's never cruised before... After years of being a loyal customer to Royal I was never so disrespected, embarrassed, disappointed and disgusted with Royal Caribbean... I used to praise Royal and have nothing but good things to say.. now I'm not sure I even want to go back the way they acted maybe NCL will treat their guests better cause Royal totally fails....
I felt I was discriminated against and would like an explanation from the company and the situation corrected to where you didn't happen again
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Mr. is prevented from sailing as he owes us for previously unpaid onboard charges. We have provided records to prove the charges owed and have been unable to collect any funds from him, to date. Our staff have had contact with Mr. regarding his balance owed and his desire to sail again. Unfortunately, the balance owing still remains unpaid.
Mr. attempted to book with his Mother for the cruise in question. We contacted him to again let him know that he was prevented from cruising until his balance is paid. He has advised us of his twin brother as a way of attempting to cruise, and to circumvent our denial of his passage on our ships. Ultimately when he arrived at the pier to attempt boarding he was unable to provide documentation to prove that he was the twin *** and not the brother who is being denied boarding. He was again prevented from boarding and turned away at the pier.
All attempts by our staff to verify the existence of Mr. alleged twin brother have been unsuccessful. We are simply requesting that Mr. pay his debt which totals in excess of $15,000. We stand firm in our position that he will be denied passage until the debt is satisfied. We find no wrong doing on our part and deny his allegation that he was unfairly discriminated against. Our actions were not based on anything other than his individual conduct, and not any other reason that is unfairly being held against him.
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.)
Actually You're Flat out LYING... I have not once received any statements of my balance DESPITE having requested it numerous times... That was until yesterday only after I spoke with Carlos Jimenez in your executive guest relations did and he personally took care of sending me the statements that I have been requesting all this time.. So Thank you Carlos now I will be able to rectify the balance in question that could have been taken care of a long time ago so Nice Try in trying to cover your own A.. but about you sending any documents is 100% not true... and since you brought it up your flat out lying about my brother who DID go to the port with HIS, NOT MINE, Birth certificate and if your agents knew how to read could clearly see comparing the 2 original birth certificates 1 is *** and his is *** and being twins would mean we have the same birthday in case you needed to be educated on that matter... so before you try to FLAT FACE lie and try to accuse me of being the one at fault in this matter I recommend you at least tell the truth.. Now that I have the statement I have requested for ages thanks to Carlos I will rectify the situation as I am a long time Cruiser with Royal Caribbean and Personally would not cruise on any other line EVER... I would just like to add that this whole situation could have ultimately been avoided and I apologize for it coming to this as I love you guys and I have turned many of my passengers *** people I meet into long time Royal Caribbean Customers cause you guys are the Best I just truly needed this to be rectified and was not able to do that. Again Im sorry I will take care of that ASAP... but I will consider this matter closed as I now have the statements to do that....
Need help
I called today to make final payments for cruise but the dates were incorrect. They will not change the correct date or refund deposit. They where very rude. I have already paid for flights so I cannot change. They will not work with me. In A position of losing $300 need help
Need changed to correct date
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
In the history of Ms. reservation we already allowed a change of ship / sailing date in April, 2019, while within penalty phase. This request would be a second one, and in doing so, she would be saving over $800 in cruise fare. We have offered to allow this change, provided she accepts the change fee of $100 per person (for three people). This would mean her savings would drop from $800 to approximately $500 but she would have the new sailing date that works better for her family. She has declined this change, and has opted instead to cancel the reservation. Her non-refundable deposit of $300 has been held in penalty, and no refunds are due the guest.
We feel the offer provided to Ms. is fair and generous. As such, no further considerations will be provided regarding this concern.
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 will not except this offer. I have spent over three hours trying to contact staff at Royal Caribbean International they were rude and very very unhelpful. They are the ones that messed up the date when I asked for the change. They said that they had me record it but never told me I was being recorded. I do not know what recording they have but I look at it is some kind of bull crap. I do not know why a company is so hard up for $300 when they're going to be getting over 1000+ from a customer to cruise with them. They need to come up with a better offer they have not fully resolved anything with me every time I talk to them rude rude! If they would've given me the correct sale date a year ago we wouldn't be in this problem they messed up the date. I told him I was going to contact the Revdex.com and my credit card company they told me they didn't care and for me to do whatever I had to do they were not willing to help me in any manner.!
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our hold music states that each call may be recorded before our callers are connected to an agent. This recording is played on every inbound phone line that guests can use to contact our agents. Ms. call also included that advisement.
The change to July 13, 2020 sail date happened on April 30, 2020. The attached invoice was sent to Ms. at ***@comcast.net on that day. No further follow up was initiated by the guest until January 29, 2020.
We feel our staff did their due diligence in changing to the correct and accurate sailing date, and in providing an invoice to reflect the changes made. We made an exception already to change date within penalty phase, but we are in no way obligated to do so again, as it is contrary to our normal practice. As such, we must stand firm in holding the deposit penalty, as the reservation was cancelled February 1, 2020. We are unable to offer an exception to allow the $300 deposit to be used on a different sailing.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
Correction: The change to the new sailing date was made April 30, 2019.
(The consumer indicated he/she DID NOT accept the response from the business.)
They cancelled the reservation. I pleaded to help and change they refused to help. I told him I would file a complaint with the Revdex.com and contact my credit card company to get back my money. They told me to do what I had to do and they didn't care they were not budging or moving in any form shape her way I do not know what information they are saying to you but they are lying they were very unhelpful I've talk to five different members and they were all very rude.!I told him I would file a complaint with the Revdex.com and contact my credit card company to get back my money. They told me to do it I had to do and they didn't care they were not budging or moving in any form SHAPE or Way I do not know what information they are saying to you but they are lying they were very unhelpful I've talked to five different members and they're all very rude.
Cruise booked with RCCL.
chose a cruise to Haiti and CocoCay, The cruise line changed the destination and wont refund my money.
Cruise was booked for July 6,2020 for two people in Nov, 2019, part of a group traveling together. . Reservation #XXXXXXX, Ship Independence of the Seas, 5 nights. Stateroom *** total price $1731.34. ***15, 2020 received notice Haiti was no longer one of our stops, WE want to tour Haiti and RCCL refuses to refund our money. They used the bait and switch game and forcing us to spend our vacation in a place that's not where we want!! No compensation or consideration. As seniors .we are being exploited. Can't afford to be taken advantage of and lose our down payment. We were never told funds were non-refundable.
RCCL gave no valid reason for changing our trip to Haiti. They should have informed us that they weren't going to Haiti before we paid one cent. There was nothing on our receipt stating they could change our itinerary without the option of receiving a refund or selecting another cruise.
This trip was planned as college graduation gift for our grand-daughter and this change is a disappointment for all of us (8 people.) I do not want to spend all of my vacation in the Bahamas. If I did, I would have planned an all Bahamas trip.
RCCL cruises are expensive and, as a result, we expected a great experience.
All of that disappeared because of their actions. We could have chosen other cruise lines that are much less expensive. In the past we have gone on many cruises with Carnival, Norwegian and once with RCCL and never experienced anything like this. We went on a cruise shortly after Hurricane Katrina and received better customer service before, during and after the cruise.
Their business benefits from recommendations from satisfied customers .Word of mouth is extremely beneficial to businesses like theirs. However, because of our interactions regarding this cruise , I will never recommend RCCL to any of my
family, friends or acquaintances.
We should be given the option of choosing another cruise or a complete refund!
Full Refund, Reduced Fare on current cruise, Not cruise Credit or
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We're sorry to learn of this guest's disappointment with the itinerary change. The itinerary was modified due to port congestion and announced on January 14, 2020. As stated in section 6 of our Cruise Ticket Contract, we reserve the right to alter the itinerary as necessary and aren't liable to provide compensation. I've attached a copy of the contract and highlighted the appropriate areas on pages 3 and 4. This is also available on our website without a booking here:
https://www.royalcaribbean.com/content/dam/royal/resources/pdf/cruise-ticket-contract.pdf
The guest booked at the non-refundable deposit rate. While we're unable to refund the deposit as requested, if the guest would like to change to another sailing that visits Labadee, Haiti, they can reach out to our Certified Vacation Planners on X-XXX-XXX-XXXX to review current price and availability. They've available 24/7.
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 their response because They should have know. about port congestion when they advertised the cruise. cruise critic and TripAdvisor state that RCCL leases their port spots in Labadee as well as Cococay through 2050. This supports my earlier statement about them knowing.
Additionally exceptions can occur regardless of "So called policy"
I mentioned in my initial complaint that I felt it was bait and switch. Legally they may have covered themselves but ethically it is bad business.
I would like them to reconsider their stance because even if they reject my complaint I will not go away quietly. I will post on social media any and everywhere I can. It will cost them more in lost and potential customers than it will to make me happy.
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to further respond.
In an effort to resolve this case and as a goodwill gesture, we'll allow this group to change the ship and sail date and only charge the change fee to the first two passengers for each reservation. There are 3 bookings in this group, so the change fees would total $600 USD instead of $800 USD. This special exception is not being offered on any cancellations and the non-refundable deposit will be held in penalty. This exception is available until the final payment date of April 7, 2020 when full payment on the bookings is due and regular penalty rates start.
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 are not willing to give RCCL another cent. We are forced to pay thousands of dollars to travel to a destination we did not choose nor contract to visit RCCL changed our destination and, as a result, we shouldn't be charged a change fee..Our party of eight is spending thousands of dollars. Our family members are repeat customers of RCCL, however, this will be our last!!! So, enjoy robbing us with your unethical practices. Please give us more details regarding the congestion problem.
Suppose to have 40% off beverage package and was ripped off
I recently booked a cruise with Royal Caribbean. This will be my fourth time cruising with them. I have been a loyal customer for years. When booking my cruise I was told that I would get 40% of of the original beverage package pricing, which is 65- 89 dollars a day. It always has been that price since I traveled with them from day one. I called these people 4 different times. Got four different people who didn't know the answer or who claimed the discount was already set in place. Like what you are kidding me. They are completely scamming me for more money. I bought 5 deluxe beverage packages that cost $585 each!!!!! I got no discount at all. I can't believe the way they treated a loyal customer. Their 40% off promotion is suppose to end on the 15 of January and I know for a fact that the drink prices will remain the same. If that is the case I will be getting a lawyer. And I will not cruise with them again.
The resolution I would like is for them to give me 40% off my beverage packages and refund that money back to my credit card. I want some of my money back for these packages that's for sure. If I do not get what I am asking I will take this up with a lawyer.
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
As advised in the screenshot the guest attached, the shipboard pricing is currently $63-$89 per person, per day for XXXX-XXXX sailings. This excludes gratuities which are 18% and automatically added at check-out. These guests paid $55 per person, per day for their packages excluding the gratuities.
The Sale Before You Sail Cruise Planner promotion ran from January 8 to January 15, 2020 and was offered to almost all sailings departing between January 17 and July 31, 2020. The part of this promotion for the beverage packages varied depending on the ship and sail date; however, no promotion was offering 40% off the Deluxe Package on any sailings. They were either 30% off or Buy One Get One 50% Off shipboard prices and for this sailing, it was the BOGOHO. The discount is applied as 25% off each package and this is advised on the page prior to booking. We've attached a screenshot showing the location.
That promotion ended as scheduled on January 15, 2020. The price returned to the standard 20% off shipboard prices. We have a new promotion "Countdown To Cruise" that's running from January 22 to January 29, 2020 that offers the same BOGOHO promotion; therefore, the price appears to be the same. When these promotions change, they replace the old promotion, they don't stack an extra discount on top of the previous promotion. Nevertheless, we apologized for any confusion the guest experienced.
While we're unable to provide the requested resolution, if this sailing offers a promotion in the future for 30% off or 40% off, the guest can cancel and rebook at the lower price.
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 can not believe this response!! Royal Caribbean is trying to look for every which way to get out of this. I was told by multiple sales people over the phone that we will receive up to 40% off of our beverage packages. So I was LIED to by multiple people who work for this company? At this time I will be forwarding all of this information to our lawyer. We had 3 people standing around when I booked this cruise who heard the sale person say we would be receiving up to 40% and that the promotion ends January 15th. I am super disappointed in Royal Caribbean, they are a billionaire dollar company and can't even satisfy loyal their customer by giving 40% or even 30% off our beverage packages. And again I purchased 5 deluxe packages. I will get paperwork if need be from my lawyer about this.
Subject: WOOMER Nicole
Case: 90531083
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to further respond.
The guest called us on January 24th and advised that she has retained the services of a lawyer. As this is now a legal dispute, we're unable to assist further from a customer service perspective. We respectfully ask that this case be closed.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I just spoke to a lawyer I did not openly set up a case. It is against my rights as a consumer what you guys are doing to me and my fellow people cruising with us. If you do not give me a discount on the beverage packages I purchased I WILL MAKE AN OPEN CASE WITH A LAWYER AGAINST YOU, but at this time I have not done so. I am waiting to see if you guys are going to pull through. We were told by multiple workers that the drink packages were 40% and then told by management on here that every other package was discounted 50%. Bull crap we all paid the same price.
Royal Caribbean is using false advertising to entice people to book their next trip on board. They have no explanation except they will not honor it.
On day 3 of our cruise (12/30) we went in to the nextcruise office on board and booked 2 cruises. We opened a Royal Caribbean Credit card at the same time to receive the bonus points. We signed the acknowledgment forms, gave permission to charge the deposit to the card. They were waiting on upper management in regards to a promo they were running which I have attached. $150 on board credit in addition to being entered into a raffle to win an additional $150 on top of the up to $600 nextcruise incentive. We were never entered into the raffle! Thru said that there was only a raffle and the up to $600 credit...no on board $150. I was instructed by Catalina who was the booking manager to go to guest services so that they could adjust it and that she was removing the advertisement due to its false reading. I spoke with *** (guest services manager) who read the advertisement the same way that I did. He said he would discuss it with Catalina and that I was owed $150 per room booked plus the entry to the raffles on top of the up to $600. At this point we knew we had 2 cruise cabins booked (have the emailed confirmations) on the credit card we opened and that *** was figuring out the rest. On day 5 (1/1/20) of our sailing (the last night) we finished dinner and as soon as we exited the dining room a booking agent bombarded us. She informed us that the rooms were only on a hold but card not charged (but wait, we signed and also received more info in regards to the send room via email on 12/31/20) by their discretion due to the promo confusion. She insisted if we didn't finalize it right away they would cancel both cruises. I informed her that I would deal with this once we docked because I had an event on the boat I was going to be late for. Upon docking I called Royal Caribbean immediately (1/2/20) and was put on hold until the call dropped. I called back and went round and round so decided to give it a day. On 1/3/20 I spent 4.5 hours on the phone with a nice man named *** who found our reservation and corrected all of the booking mistakes. He charged our card and we were good to go. He instructed me to call post cruise for the terrible on board experience. I did so and spoke with *** (1/3/20) who couldn't help and told me she had no supervisor available. I asked for one to contact me and was told they need to speak with the ship first. She called back on 1/6/20 and told me she spoke with the ship and there's nothing they could do. I again asked to be contacted by a supervisor who surprise wasn't available yet again. I was told that I would be called within 24-48 hours. That didn't happen so I called in on the 8th at 10:00 at night and was told I would get a call in an hour. I never received a call until the following day (1/9/20). The woman I spoke with insisted I misread the advertisement and after 25 minutes I requested her supervisor to which she said she is the manager. After 3 times of asking she told me I would hear back from her upper management to be told the same thing within 24-48 hours. Bad move Royal Caribbean, this is clearly false advertising.
$150 per room on board credit for cruise booked 10/26/20-10/31/20 ($300 total) and credit for never being entered into the raffle for the chance to win an additional $150 per room.
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The picture provided states that if you book by day 3, you'll be entered into the raffle for $150 Onboard Credit and then confirms this is on top of the up to $600 savings already. It does not state that they get up to $600, a guaranteed $150 plus the chance to receive another $150 in the raffle. On our daily Cruise Compass *** we also advertise this raffle stating book by day 3 and you'll be entered to win $150 to spend at sea. If the guest still has their newsletters, this is typically inside the first page on the bottom-left corner.
We've reviewed our ship logs and though a deposit wasn't made during the first 3 days of the cruise, as a goodwill gesture, the guest was still entered into the raffle for the two bookings. We're unable to extend the desired resolution as she was entered into the raffle and it is not our practice to compensate for misread promotions when the details of the promotion are 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.)
As the advertisement clearly states $150 on board credit in addition to being entered into a raffle to win an ADDITIONAL $150 (so what's it in addition too if that's already on top of the up to $600?!?!) and that's on top of up to $600 per stateroom credit (which we were offered $100 per stateroom at the time.) The dispute is not within the up to $600 it's in regards to the $150 initial credit and the raffle. We booked 2 cabins on DAY 3 for 10 people total and opened the Royal Caribbean credit card which we SIGNED AUTHORIZATION FORMS for the deposit to be charged to while sitting there on day 3 in the next cruise office so please do not pretend to have extended any courtesy to me! It was by no fault of ours that they elected not to process it that day (as far as we knew they did!) Funny they claim I was entered into the raffle because the fellow cruisers that were entered had a ticket, we sure didn't and when I called in this was confirmed by ***!! This is false advertising and Catalina admitted it as well as the guest services manager *** when I brought it to their attention. Why did Catalina say they needed to remove to advertisement if the claims were not false? Why did your very intelligent guest services manager agree with me that I was due this money upon reading this flyer? Shame on you Royal Caribbean for wasting so much of my time while on vacation and over 7 hours total in phone time to undo the mess they made on the ship the day after returning home!!!! It's worth canceling the already booked upcoming cruises to avoid having to do business with a company who only cares about customer service when trying to sell you things because the customer service after the money is spent and when things go wrong is terrible!!
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our ship records state the guest advised shipboard staff that she would cancel the bookings if she didn't receive the extra $150 Onboard Credit. If the deposit had been processed and the guest cancelled, then the deposit would've been held in penalty. To confirm what the guest would like to do, the shipboard team called the guest several times, sent a follow-up letter and, when unsuccessful, went to the dining room when the guests would be there to confirm if they wanted to make the deposit. The guest told the shipboard team not to process the deposit and they'll call the shoreside office when they are off the ship tomorrow.
Though we maintain that our promotion is not misleading and that our shipboard team followed the directions as given by the guest, in an effort to resolve this case and as a gesture of goodwill, we've applied $50 USD Onboard Credit per stateroom to the upcoming cruise. This is double the standard Next Cruise Bonus for booking an interior stateroom on a 5-night sailing. Updated booking invoices will be sent directly to the guest to confirm these have been added.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
Wedding issues of music and Cake. Coordinator was not avail as per contract. No water to wedding party while waiting in heat; child got heat stroke.
Navigator of the Seas on December 6, 2019 sailing
Reservation # XXXXXXX
Wedding December 8, 2019 on CocoCay, ***, *** wedding. Music for ceremony noted in contract was not played as contracted and when it was played it was played incorrectly. Very humiliating. To add insult to injury, they played "Here comes the Bride" at end of ceremony.
Unsure if the DJ didn't like use due to us being African American??
Cake was wrong color. We had an "All white wedding" In contract we asked/signed for white cake (see photo), but cake was yellow. Also, wedding coordinator was not there to meet us in the morning as stated in contract and other correspondence causing whole process to run late. This was very humiliating.
I asked for water to be given to everyone at ceremony while people waited but it wasn't. My flower girl passed out, fainted at the ceremony from heat stroke. It was terrible!
Another time at CocoCay or another cruise adventure so I can put this calamity behind me; I'd like a credit for another cruise for myself and my husband with ability to bring our 2 children.
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We received feedback from Ms. *** in mid December, 2019 regarding her disappointment in the onboard wedding experience. We reviewed her concerns about the Wedding Coordinator not being present in the morning, as stated in the contract. The coordinator met with the guests in Schooner Bar at 8:04 am, four minutes into the agreed upon meeting time. They discussed decorations and proceeded to transfer guests to the site to begin set up.
There was a pre-determined appointment for the Groom's party to meet with coordinator at 9:15 am. Two trams transported guests to North Beach in Cococay on time, and without incident. The Groom's party was completely transferred by 9:50 am.
The coordinator was scheduled to meet with the Bride and her party in the same meeting place at 10 am. When the coordinator arrived at 10 am there were only four bridesmaids present. The party had to wait until 10:25 am for the Bride and her children to arrive. One of the children left something in their stateroom and went back to retrieve it. This further delayed the departure of the trams another ten minutes. In all, the ceremony started 41 minutes late.
The report from the ship does indicate that the flower girl did pass *** at around 11:30 am on the day of the ceremony. She was immediately moved to the Medical Facility and provided appropriate medical care.
Mrs. *** mentioned to us that there were DJ and music issues. It was noted that there was a power failure with DJ equipment in port and multiple attempts to fix the issue, which included bringing in additional technical support. We recognize that this was not what anyone would have anticipated or wanted to experience during the ceremony. As such, we were prepared to offer a refund for the DJ services, in the amount of $300. We had some trouble reaching her by phone, but it is noted that our agent did reach her Husband who agreed to the resolution. He further stated that everything outside of the music issue was enjoyable, and he provided the credit card details to process the refund.
We received another contact from Mrs. *** on January 7, 2020. She advised of her dissatisfaction with our resolution, and she stated that we should not have spoken with her Husband to resolve the concerns. She stated the wedding cake was the wrong color. We offered her an additional refund of $150.
Mrs. *** requested additional compensation, and she was escalated to a member of our leadership team. She stated $450 refund was not sufficient, and she requested a refund of approximately $2000. We believe that the $450 refund that was offered is fair and generous. As such, no further compensation will be provided. We must decline the request resolution in this filing.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
The wedding coordinator was not at the stated meeting place at the Schooner bar at 8 am. I was there with 3 other people who can vouch for that. I got to the area at 7:57 and left the area after 8:10 to go find her. She was found at the gangway, it was there where I have her the suitcase of wedding decorations and then proceeded to the spa for my 8 am hair appointment. I was at least 25 min late because of this. She knew I had an 8 am appointment and I raised concerns about my appointment being at the sane time as our meeting but she told me it would be ok if I was a few minutes late. Her not showing up on time or at all at the schooner bar at 8 am caused a snowball effect. Causing everyone to run late. She also refused to go with the bridesmaids to decorate as stated in the contract and as stated at the meeting.
It is apparent that Royal Caribbean does not care about the problems their staff created for my wedding and they do not care that they did not uphold their end of the contract. I am not satisfied and am very disappointed.
Subject: Johnson-Guy
Case: 90530138
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have agreed that the music and the cake were an issue. We have offered refunds for both accordingly. Our records do not support the claim that the wedding coordinator was late. We do show that there were delays experienced due to the wedding party not being at the meeting spot on time and fully prepared to be transported. We cannot speculate as to what caused the flower girls fainting spell. We stand firm in our offers and no further compensation 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.)
I am not satisfied and will continue to seek retribution for reasons previously stated.
Wow, Wow & Wow... Horrible Customer Service, No Follow Up, Bait & Switch, Total Unknowledgeable Lies..
We booked a previous Cruise on RCCL in July of 2019, on the Oasis of the Seas out of Barcelona Spain and we had a wonderful time! They were 19 of us total in our Friends Group. We decided to go again after the so called 165 Million dollar refurbishment of the Ship. As of today, there is about 20 of us Sailing on Feb 16, 2020 out of Miami on the Oasis of the Seas Again. I have attempted countless times via the telephone to get ACCURATE information regarding this upcoming cruise because a lot of my friends are relying on me for information. Every time I call, I NEVER get the same information regarding requested rooms, upgrades to the ship etc... I specifically asked to be contacted by RCCL customer Service regarding the availability of new Suites XXXXX,XXXXX, 1701 & 1758 because our Absolutely outstanding Room *** advised us of the New Star Class Suites before we left our last Cruise. NO ONE has ever called me back after my countless amount of phone calls. Even when I've called back I've been lied to and given incorrect information about Platinum status, California Resident, & Peace Officer Discounts. We were also lied to about offer the $600 discount offer the day we were leaving our previous cruise out of Barcelona in July 2019. Only to be told later that we had to book it on board before we left! How in the world do you book another cruise they day that we're leaving and they're trying to get you off the ship! What a total Bait and Switch farce!! I was told that the New Star Suites had two full bathrooms, two floors and full outdoor balcony only to find out later (on my own because our wonderful Room *** followed up with us later). We were told that all the rooms were being upgraded and refreshed because honestly a lot of the rooms were very worn and tired. This was a concern for some of our group. I also requested to get my previous suite of 1758 or 1701 but they indicated that they were already booked (another Lie). Another complete slap in the face was an offer to bid for the Suites 1701 and 1758 after I was told numerous times that they were already booked!! Total unethical lies!! All the phone calls are recorded so it's easy to confirm. I never received any follow up from my so called special representative after I emailed her to inquire about my same concerns as well. To say that we're unhappy with the service is an understatement and I feel like this upcoming cruise is already ruined for us... I'm also filing a complaint with the US Attorney General's office to investigate the Business Practices of RCCL and writing a letter to California US Senator *** office to inform her of the same issues.
Have someone contact us from upper management that can set the record straight! At least keep their representative's from lying to customers, especially to the elderly.. and provide proper ethical training
Subject: ***, ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Though our operational team is an internal-only department and isn't able to contact the guest directly, we would be pleased to share the details about our new Ultimate Panoramic Suite. We attempted to call Mr.; unfortunately, the mailbox was full and we weren't able to leave a message.
The Royal Amplification of the Oasis of the Seas brought many large enhancements to the ship. Some include 56 new staterooms, 21 public areas relocated or replaced, several large activities such as the Ultimate Abyss (10-story high dry slide), The Perfect Storm (3-story high racing waterslides), as well as a redesign on the children's pool area, now called *** Bay. There are many updates to dining locations and onboard shops as well.
When a major remodel or a new ship is announced, there is a wide range of rumors about features, venues and activities and; unfortunately, there are often some that aren't accurate. With so many updates, there may be times when the information available is still being updated as we receive the confirmation on each venue and some of these updates may clarify or contradict information received previously. Our operational teams have been working hard to ensure that accurate information is readily accessible to our phone agents and shipboard staff as possible. Nevertheless, we're sorry for any confusion that occurred prior to or during this process.
We've included pictures from our media collection to show the general layout and view of the bedroom. Please note, actual furniture and color scheme may be different onboard as these aren't live pictures. The suite is one-story and while it doesn't have a balcony; however, it does offer floor-to-ceiling windows with a wide panoramic view, which is the same view as the Captain. This suite is part of the Star Class in our Royal Suite classes and can accommodate up to 4 guests. For booking purposes, it's current code is GP though it will be recategorized to UP for sail dates May 3, 2020 and forward.
The Next Cruise booking program is a long-running program that is available to members of our Crown & Anchor Society. Though some minor policy changes have occurred, this program has only been bookable while onboard. We provided details about this program prior to the guest boarding on page 5 of their Guest Ticket Booklet and have attached a copy to this response. We often have notices on the daily Cruise Compass depending on the availability of space on the newsletter and announcements made during the cruise. We recognize that some guests may not have time during their cruise to sit down and book a cruise, so we offer forms that are available 24 hours at the Next Cruise desk, located on deck 6 on the Oasis of the Seas, for guests to complete and drop off at their leisure prior to departure.
We are sorry for any disappointment and confusion Mr. experienced. In an effort to resolve this concern and as he's the group leader, we've applied a $300 USD refundable Onboard Credit to his upcoming cruise next month. We've also sent him an updated booking invoice directly to show this credit has been applied.
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.)
Typical "Canned" Response from a Company that doesn't want to acknowledge their own mistakes, poor training or deceptive sales practices. I didn't receive a phone call from RC because they called my cell phone and my voicemail is full on purpose due to Robocalls. They decided to take the lazy & easy route and not call the phone number listed on the complaint of XXX-XXX-XXXX. Their canned response didn't address any of the issues at hand regarding the multiple lies I was told during my many recorded telephone conversations. especially the deceptive lies was told regarding my request of booking Suite 1701 or 1758. Advising me on EVERY telephone conversation it was sold out, but offering it out to bid at a higher price after I paid for my cruise in full. But no worries, I will continue with my Complaint to the US Attorney General's Office regarding deceptive sales practices, Post on Social Media, Email Editors of Major Newspapers and I'm writing a letter to the President of Royal Caribbean, including a copy of this complaint along with a copy of their horrific response. Several People in our group have canceled their cruise because of these same issues. They only reason I didn't cancel is because it's my girlfriends Birthday, to which I didn't want to disappoint her. I consider these deceptive sales practices very unethical... To say that I'm upset with their Business practices is an Understatement. Frankly I don't how the person that responded to the Revdex.com complaint sleeps at night...Assuming they're trained by Royal Caribbean to respond in the same manner! You can consider this matter NOT Resolved or Closed!! Have a Nice Day!
Subject: ***, ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to further respond.
I'm sorry to hear that Mr. felt my reply was a canned response, I can assure him that it was not. Each Revdex.com case is individually reviewed and responded to. I attempted to contact the guest on XXX-XXX-XXXX but was unsuccessful again.
Our RoyalUp Program allows bids to be placed on higher category staterooms and suites, even when they are currently booked. I've attached a copy of the current RoyalUp bid options for Mr. reservation. We don't use these bids to forcibly remove guests from their current rooms if it is more profitable, but rather to be able to upgrade other guests if a stateroom in that category becomes available. Nevertheless, we apologize for any confusion or disappointment this guest may feel regarding this program feature.
I have already forwarded along the misinformation concerns raised in this case to the appropriate areas, including the management of our call center team to use as a coaching opportunity. For privacy reasons, we will not be providing any details on the disciplinary actions that may result from this and we appreciate his understanding.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint, addressed all concerns and issued goodwill gesture compensation for the disappointment and we consider this case resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
As expected, Another "Canned" response and another total lie...
No Phone call was made to me except on a Saturday at my office number with NO MESSAGE left so that I may return a call to discuss this issues at hand.
Obviously the person that responded on the RC side has limited communication skills.
If I treated my customers the way that Royal Caribbean has treated me, I'd be out of Business!!
However no worries, I've already written a letter to Mr ***'s office to advise him of the reprehensible communication experience that I've had with the Customer Service of RC.
Travel had to be canceled secondary to breast cancer mets. Travel insurance bought. Being denied full refund.
I purchased a cruise on June 2, 2019, for Royal Caribbean, departing December 29, 2019 from Ft. Lauderdale (Adventure of the Seas). I paid $1000 deposit for two bookings. It included travel insurance. Attached is my receipt. I also used vouchers that were provided to me by RCC for poor customer service in a previous cruise I took in January of 2019.
I paid this on October 4, 2019, attached you will find receipts with new booking numbers (Booking XXXXXXX and XXXXXXX).
My sister was found to have a lesion on her right breast on August 26, 2019, on a routine mammogram. This mammogram led to two other mammograms, and two magnetic resonance imaging and two biopsies. She saw a surgeon that recommended a lumpectomy of her right breast and an excision biopsy of her left with radiation therapy. Upon further imaging, a second opinion was requested and she underwent a bilateral mastectomy with bilateral reconstruction on November 11, 2019. The cruise was discussed with the surgeon at that time, and cancellation did not seem warranted. Unfortunately, her pathology came back with unexpected news of lymph node involvement, requiring further surgery and further imaging, and further treatment. This pathology report was provided to us on November 19, 2019. She also had complications with a wound infection. We were not expecting this news and the surgeon, Dr. Starr Mautner advised us to cancel the cruise we had planned as she would require further treatment and surgery and she did not want her to travel.
We cancelled the trip on this day and also contacted AON - travel protection plan. We were asked to provide documentation which we did. We received a notification of the denial today claiming that her symptoms started on August 26, 2019, and the following cited as rationale:
Royal Caribbean International does not waive their cancellation penalty and provide a cash refund should you cancel your cruise vacation due to a condition that first presents, worsens, becomes acute or has symptoms causing a person to seek diagnosis, care or treatment, or prompts a change in medication, during the 60 days before you purchased this waiver. According to our records, the date of purchase of the Waiver Program is 10/08/19. Based upon this date and the medical information we have received, you are not eligible for a cash refund under the provisions of the Waiver Program.
Please note that there are several erroneous and misinformed comments in your decision for denial:
A positive mammogram is not a symptom - it also does not warrant cancellation. Therefore, I am requesting an active, licensed, full-time practicing, board certified physician in this specialty to review this claim.
The diagnosis of cancer with further treatment occurred on November 19, 2019, and so the condition was diagnosed AFTER the purchase of the waiver or the cruise, and this is THE date of symptom manifestation.
The cruise was booked on June 2, 2019 and paid on October 4 (whether late payment on my part or not), the cruise was booked and RCC received payment on June 2, 2019, which was never refunded before October 7, 2019, after secondary payment received and reconciled.
I called and spoke to *** at AON, today, who answered the phone by saying, "Yup," when I asked if I was speaking to *** Her tone was ill-mannered. She was ungracious and unpolished and raised her voice at me when I told her that I read the letter and the information was incorrect. She threw the phone and hung up on me, when I demanded to be heard and speak to her supervisor. I later called and was told that a Lead Claims Officer would call me within an hour and has not. I am currently speaking to a lead claims analyst that is reviewing the case.
I have since received 75% credit for another cruise that does not include the previous redemption and it cannot be a holiday cruise which I was on. I do not want a credit and under the circumstances should receive a full refund
I would like a full refund. I cannot afford an exchange as I have had to pay a $4000 deductbile for my sister's illness which was unanticipated. I am also not happy with the customer service I have received form RCCL in the last two circumstances (the previous cruise) and now. They are scripted. You do not get an identification of who you are speaking about and they play the blame game.
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The Royal Caribbean Travel Protection that is noted in this complaint is provided by an independent company. The plan information is available on the following website: *** This link is provided in the electronic documents, and also mentioned on our website. Guests are able to use this link to access the coverage details for their plan.
It is our understanding that the request for a refund was declined by AON as the diagnosis, an irregular mass, was first identified during a mammogram and ultrasound which occurred between August 8, 2019 and October 8, 2019. This is the window of time that the plan considers the time frame for "pre-existing" conditions. They define it as the 60 day window that precedes the purchase of the travel protection. In any case, due to the denial of the cash refund benefit, Royal Caribbean is happy to offer her party Letters of Credit equal to 75% of the penalty amount withheld. These have been created and presented to Ms. party for their future use.
Should Ms. wish to further discuss the denial of the claim, as adjudicated by AON, then we would recommend that she contact AON to do so. We have fulfilled our obligation to offer certificates for the denied claim. As such, no further offers can be provided, and we must decline the requested resolution in this filing.
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 am writing to you in response to the attached credit I received on December 31, 2019. In this credit you are offering me a 75% credit and the credit has no cash value, is non-transferrable and excludes a holiday a holiday sailing. Interestingly, I was booked on a holiday sailing. Additionally, you did not include a redemption that you had given me from a cruise in January 2019 for bad service. So in essence, I am getting a 50% credit. This is incredibly poor customer service and clearly bad practice. By the way, I do not use a travel agent, so obviously this is a template letter, and you have no idea that I have been a loyal traveler to RCCL. How disappointing!
I then received a call this evening from a RCCL representative telling me how sorry she was for my sister in law's illness. Sister in law? Hmmm..... maybe my sister. Did you not read my letter?
The call was to:
1. Tell me that my sister (oh no, my sister in law?) has a "pre-existing condition" and so the fact that she had a positive finding on a mammogram 60 days before payment is considered a pre-existing condition. Have you ever considered that sometimes the rules that are designed to benefit the business can act as roadblocks to the customer's success.
2. Then she said that RCCL had nothing to do with the third-party travel protection plan and she could advocate for me. You have nothing to do with AON? Why did you contract them? This is a "blame game," of pointing the finger to AON. You are both equally responsible and this is tactic of self-interest and self-preservation.
I am going to tell you again.
I purchased a cruise on June 2, 2019, for Royal Caribbean, departing December 29, 2019 from Ft. Lauderdale (Adventure of the Seas). I paid $1000 deposit for two bookings. It included travel insurance. I also used vouchers that were provided to me by RCC for poor customer service in a previous cruise I took in January of 2019.
I paid this on October 4, 2019. Final payment on that day.
My sister was found to have a lesion on her right breast on August 26, 2019, on a routine mammogram. This mammogram led to two other mammograms, and two magnetic resonance imaging and two biopsies. She saw a surgeon that recommended a lumpectomy of her right breast and an excision biopsy of her left with radiation therapy. Upon further imaging, a second opinion was requested and she underwent a bilateral mastectomy with bilateral reconstruction on November 11, 2019. The cruise was discussed with the surgeon at that time, and cancellation did not seem warranted. Unfortunately, her pathology came back with unexpected news of lymph node involvement, requiring further surgery and further imaging, and further treatment. This pathology report was provided to us on November 19, 2019. She also had complications with a wound infection. We were not expecting this news and the surgeon, Dr. Starr Mautner advised us to cancel the cruise we had planned as she would require further treatment and surgery and she did not want her to travel.
We cancelled the trip on this day and also contacted RCCL and AON. We were asked to provide documentation which we did. We received a notification of the denial from AON claiming that her symptoms started on August 26, 2019, and the following cited as rationale:
Royal Caribbean International does not waive their cancellation penalty and provide a cash refund should you cancel your cruise vacation due to a condition that first presents, worsens, becomes acute or has symptoms causing a person to seek diagnosis, care or treatment, or prompts a change in medication, during the 60 days before you purchased this waiver. According to our records, the date of purchase of the Waiver Program is 10/08/19. Based upon this date and the medical information we have received, you are not eligible for a cash refund under the provisions of the Waiver Program. So, your argument that AON is a third-party company and you have nothing to do with this is not necessarily true, right? You are kind of lying?Hmmmm........
Please note that there are several erroneous and misinformed comments in your decision for denial:
A positive mammogram is not a symptom nor is it a pre-existing condition- it also does not warrant cancellation.
The diagnosis of cancer with further treatment occurred on November 19, 2019, and so the condition was diagnosed AFTER the purchase of the waiver or the cruise, and this is THE date of symptom manifestation, if you want to use your misinformed verbiage.
The cruise was booked on June 2, 2019 and paid on October 4 (whether late payment on my part or not), the cruise was booked and RCC received payment on June 2, 2019, which was never refunded before October 7, 2019, after secondary payment received and reconciled.
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
To clarify, the decision to deny the claim was issued by AON, which is a third-party company that provides the Royal Caribbean Travel Protection product. Royal Caribbean did not issue this decision, nor do we have the ability to influence the decision made by AON. Any concerns about the way the claim was handled must be directed to AON for further handling.
Upon further review of the financials of the reservations, we did identify an issue in which the system did not accurately refund this party. We have begun to process an additional refund of $596.46 (total) to the *** ending in 5208. This would then make the penalty amount for each reservation $2200.50. Ms. sister has been issued credits totaling $1650.38 (which is 75% of the penalty withheld). Ms. reservation is still being processed by AON and we will issue credits for her reservation once we receive the decision from AON.
Normally when we transfer the deposit penalty to a new reservation those funds are held in penalty should that new reservation cancel, at any time. This would be in addition to any penalties that also apply based on the new sailing. In this case, we have chosen to not hold the $500, per reservation, in penalty. We have only applied the penalty based on the new bookings, which is 75% of the $2934 cruise fare, or $2200.50 each.
We have followed our normal processing in response to the AON claim. We are correcting the penalty amount in our system, which does include a refund of $596.46. No further refunds will be given, unless we are directed to do so by AON. We recommend that this party contact AON at X-XXX-XXX-XXXX with any additional issues that they may have about how their claim was processed.
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 am sorry but this is not accurate nor clear. There is back and forth language here which is not clear. None of these numers quoted are or have been refunded. It is also not what I have been told by AON.
There has to be a full refund option for someone that refuses to travel again with a company. This policy, although I understand is a policy, is inconsistent with good customer service especially in light of a cancer diagnosis.
The responses end, with "we believe this issue is resolved," which is unilateral and does not consider any other dialgoue nor understanding.
This is really very sad and uncaring.
Subject: ***
Case: X XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We do not have any policy that awards a full refund to someone who is not wanting to sail with us again. That is not a practice that is used in this industry, and not a policy that we anticipate utilizing in our future endeavors.
When inventory is held by guests, who do not end up sailing, we then have to take steps near the sailing date to ensure the stateroom does not go unoccupied. These steps often include promotional offers, and lower pricing, which costs us more money and we end up losing the potential revenue. That is why we have a cancellation policy that includes a penalty for cancelling within 90 days of the ship's departure date. This information is provided to guests when they book their cruise, and is available to view on our website.
We feel we have shown compassion and understanding by waiving the penalty of $500, per reservation, from when then funds were moved to the new bookings that were created in October, 2019. We are not obligated to, and it is not our practice to waive penalties a second time. There is an opportunity for Ms. to work with AON regarding her claim but we are not offering any further considerations.
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.)
AON did provide a full refund. This answer is incorrect. Which is one of the complaints I have. The responses have been misinformed and not aligned with their third party trqvel company.
I received a response from a Mike Bermudez who is an executive not sure what kind, saying to stop emailing them as their response was appropriate and they were satisfied that they had provided policy protocol.
That is not even the point.
They have not been compassionate, as they have not understood the issue at hand.
I am not quite sure what to say except that they are a poor company that does not care for their customers and have a convoluted system that is not customer friendly, focused or informed.
The Revdex.com has an obligation to the public to promote and support good business practices and for those in the hospitality business show good customer skills. RCCL does not.
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We feel we have fully addressed Ms. concerns, through multiple forums and channels. Our final resolution is to refund the $500 penalty that was reapplied to each reservation, and to hold $2200.50 penalty for each subsequent reservation created. She is encouraged to work with AON regarding the disposition of her claim. They are able to adjudicate the merits of the situation against the Royal Caribbean Travel Protection's terms and conditions and provide whatever response they feel is appropriate. No further compensation will be provided by Royal Caribbean regarding this concern.
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.)
Hi, AON accepted my claim and paid me $4401.00. So RCCL is incorrect.
My claim was not necessarily about money, rather politeness and graciousness.
Their responses continue to be not fully informed and incorrect.
To continue to say that this is the final answer and we will not reconsdier, when in the meantime the claim is paid is the point that I am trying to make that this is an irresponsible orgnaization and one I will not be doing business with again.
Thank you for your efforts