Trying to talk to the customer service department is a lost cause I just found out that we needed to reschedule our sail date so I called Royal Caribbean after waiting on hold for minutes the representative told me that I would loose 75% of the money I had paid since I was in the days before sailing I asked to talk to a supervisor and waited another minutes on hold, the supervisor was clearly as well versed in the policy as the initial representative It is unfortunate that you cannot come to any resolution they just keep repeating that there is nothing they can do The policy is the policy and you are just out of luck However, I was told that if I had purchased the insurance package I could have filed a claim to get reimbursed So basically you have to buy protection so that if you have an emergency you can get a portion of your money reimbursed We have cruised with Royal several times but this will be our last for sure
Royal Caribbean, I am quite disappointed in you, and you should be tooMy husband and I were married on October and decided that we should take a cruise for our honeymoonWe did our research, we asked around, we were told to go with RCI, so we didAnd what mistake it was! Let's start by letting me tell you that we did not get a discounted fareOh no, we paid $just to step onto the shipWe purchased $worth of excursions many weeks before we departedWe purchased the drinks plan, upgraded to a window roomBetween the excursions, sunshine, and being disconnected from the world for a whole week, this should have been the perfect tripWe were even talking on our way down on the day of departure about wanting to do an Alaskan cruise, we thought for sure we were just going to LOVE cruisingWe were wrongIn fact, so many things went wrong, I honestly don't even know where to beginSo I suppose I shall start at the beginningApparently the ship (Freedom of the Seas) had arrived late that morning to port due to daylight savings time ending (11/2/14)We were told if we came 1-hours after boarding started, that we should get on easily and quicklyInstead we waited in a long, cramped line for two hoursWe're not unreasonable, that would never ruin a trip for usWe get to the last counter before boarding and are told one of the stops has been cancelled due to weatherAgain, ok, nothing we can do about it, I still have my dolphin excursionWe then find out that there is a bike rally on the shipLet me clarify that my husband's parents are bikersWe have zero problem with bikersHOWEVER, we are the opposite of bikers in every wayThey were smoking, drinking, and being loud and rambunctious all over the ship everydayHad we been given that information while booking, we would have most certainly booked a different weekAs it was however, we were outnumbered 2-on this ship by these bikersMoving along....We get to our room and Yay, our honeymoon is finally starting! But wait, where is our champagne and chocolate covered strawberries we were promised?? That's right, they never cameEven after we told Customer Service we hadn't received themOur cups we paid $20/day each for to have unlimited refills didn't workNope, you'd press the button and wait and wait and the stupid machine would tell you it HAD filled it and you now had to wait minutes to fill it againWhat!?!?!?! So I go to CS again, am I offered a new cup? No, I'm told I am welcome to purchase drinks and take the receipts to CS to get refunded after the factI'll just point out that at Walt Disney World, my daughter lost her refillable mug and without a single question about it, we were given a new mug on the spot with a smile on their facesBut okay, we're not at WDWWhile going around the poor weather that caused them to cancel Cococay, the trip was rockyAnd I mean, very rockyThankfully we had packed Dramamine, otherwise I would have spent the whole week in the bathroomYou have no control over that, I get itBut with the 40mph winds with the 20mph ship, it was too windy to even sit on the deck and enjoy the sun or the poolNext, I'm a vegetarian, and there were literally barely any options for me to eatI ate the same thing for almost every single mealWhen I asked if there was something else available for me, I was told I could eat fish (hello! Fish are animals, therefore I don't eat them!), but my server just couldn't wrap his head around that so I ate more linguiniOn Tuesday, something started creaking in our room, very loudly and obnoxiouslyAgain, I told CSYet, nobody ever came and addressed itWe had to wear earplugs to sleep through itHowever, somebody DID come into our room while we had the DND card in and took all of our towels and didn't even replace them with clean onesNo, they just took our towels and did who even knows what else, but they didn't make the bed or leave new towelsI wish I could say those were our only problemsBut I'm only half way done! So the night before we are to arrive in StThomas (with the dolphin swim if you remember), we are told we will be arriving late and that all excursions are cancelledWonderfulSo we go ask what else is recommended for us to or if there is a map availableWe were given a map of all of the stores that RCI endorses (aka receive kickbacks from)"Well, what if we don't want to go shopping and we want to go sightseeing?", we askWe're told they can't help us with thatSo we get off the ship in StThomas for our whole FOUR hours, and wander aimlessly because we have no idea where we are, where to go, and we're in a foreign countryIt's ok, we think to ourselves, we still have StMaarten! So we arrive at StMaarten, meet up for our excursion (Ultimate snorkel and beach adventure), and head offWe don't even make it to the first stop and the engine gets messed up on the powerboatThat's right, we wanted to go on a fast boat, and the engine gets messed upSo instead of taking three hours, it takes almost fiveAre we reimbursed, credited, or even apologized to for this inconvenience? You got it, nope! So then we wander aimlessly around StMaarten for the remainder of our time because again, unless we want to by from Diamonds International, you can't help usThen, to put the icing on the cake, Friday night I get diarrheaI'm on my honeymoon, and I have an upset stomachNo doubt from the "fresh" fruit I've been eating all week on your shipSo Saturday morning comes, and it's no betterI NEED some Immodium or PeptoSo I go down to the infirmary and ask the nurse kindly for someI work in the medical field, I know I'm not sick, I know my belly is just sensitiveI have NO fever, NO other symptomsWell this nurse starts by practically yelling the word diarrheaI actually had to ask her to quit saying it so loud, because the waiting room was full of people and my new husband is five feet awayHow embarrassing! So then I'm told I have to fill out a survey to get the drugsAlright, whateverAfter that and quick check of my (normal) vitals, she gives me the Immodium, and tells me I am going to be quarantined to my room for the remainder of the cruiseDid I mention this was the first GOOD day at sea (aka, smooth, not windy, sunny, warm)? Well, it wasWe are told I will be checked on to make sure I am staying in my room as instructed but joy of joys I can have free water and moviesSo we spend Saturday in the room, watching your poor selection of movies, without an upset stomach because of course the Immodium worked right awayThen on Sunday morning we are escorted off the ship at amWe had arranged for a shuttle to the airport at 930, because that's when we were told to expect to get off the shipRCI was unable or not interested in helping us get to the airport earlierInstead, we were told we could sit outside and wait for three hours on a rainy morning in 55* weatherWho wouldn't want to do that?? OkSo that's everything that went wrongWhat did we do to try to get things fixed while on the ship? Well, we went to customer service on deck a few times about the little thingsFinally on Thursday (I think), I went to CS AGAIN to complain about everything in general, instead of the individual items I had up until then complained aboutI spoke with a woman name ***She was rude, and completely disinterested in doing ANYTHING to try to give us a reasonably enjoyable time for the remainder of our cruiseI asked her very specifically if she had a supervisor or manager that I could speak with and she told me that she could and would be the one to take and handle my complaintsBut she basically told me that ALLLLLL of these things were "part of cruising, and there was nothing she could do about it"Really?! Why would I ever cruise at all again, let alone with your companyI walked away from that desk cryingI noticed two staff members standing nearby and asked them who I could speak to if CS was not willing to help meThey pointed a senior crew member walking by, so I caught up to him after thanking them, and then told him my story as wellHe immediately walked over to the CS desk, behind the wall directly behind where *** was still standing, and brought out *** was the supervisor/manager, and I told him my story, and I'm still crying to this poor guyHe listens and apologizes and tells me he is going to do SOMETHING to make things right, in some form of a future cruise creditOk, maybe we can give this cruise thing another try we think, after all, they are TRYING to fix itSo I'm told that cruise credit will be sent to our room the next day (it was already evening time on Thursday)Friday at dinner time, it still hadn't come, so I call down and am told it'll be there either that night or Saturday morningSaturday afternoon comes, and of course, nothing has comeSo I call again, and am told it'll be there soon, before dinner(Are we noticing a pattern here?) Dinner comes and goes (in my room because I'm quarantined), and so I call down before bed to ask again about my future cruise credit*** is not available, and I'm told that it will be brought by the person who will escort me off the ship (three hours early) the next morning by PhillipI explain to Phillip that I've been getting this same runaround since Thursday night and I would prefer to be able to have it now so I know for sure I'm going to get itI was assured it would be brought in the morningThere's literally nothing I can do, so I go to bed.Well of course the next morning rolls around, we're ready to go at 630am like they asked, even though it was the last thing in the world we wantedThe girl comes to the door, and collects usI ask her about the future cruise credit and she tells me there is an envelope for me she will give me on deck (Seems fishy, right?) So we go down and are about to depart when she hands me an envelope at customsWe got shuffled out quiet quickly into the cold, wet morningOnce we are outside and under a cover, I open the envelopeIt is a letter informing that I will receive a prorated discount on a future cruise due to my confinement in my room for the length of the confinementThis isn't what we talked about at allThis isn't even from ***This is some generic *** they give to everyone they quarantineAs a side note, the letter said I would be contacted within days, which will be up in 3, and I still have not been reached out toHowever, I'm not interested in your prorated discount for the day I was locked in my roomHow about the rest of my week? How about the fact that I got ill at all? How about my ruined trips to the islands and the broken boat? This was my honeymoon, and forever, for the rest of my life, I will have to tell people about this horrible, awful, no good weekThis was our first cruise, and it will certainly be our lastOur disappointment in everything from the things that could have been handled by RCI to the things that couldn't have, and the customer service all around can not even be conveyed in a simple complaintHow you can ruin someones vacation, a honeymoon at that, and show such complete disregard and lack of empathy, is something I'll never understandBut I do know thisWe both work for Fortune companiesI work in healthcare with literally thousands of peopleI do know that we will tell everyone, for the rest of our lives, about this trip and how nobody cared enough to try to resolve any of these issuesWe will warn people away from RCI, if they insist on cruisingWe have already started reaching out to the Revdex.com and our credit card to dispute my fare on the ship, the auto gratuities, and the excursionsWe did not get what we paid forNot even closeHad your staff even attempted to resolve this, things could have turned out differentlyIf one of our teammates so much as looks at a patient the wrong way, we hear about it, and it is correctedAnd again, after spending a week after WDW, maybe my expectations were a bit too high for the likes of RCIBut there is no world, no circumstance, that I can even remotely begin to pardon the behaviors and lack of concern from your staff on the FreedomI do hope that these people will be dealt with and taught how to handle future problems with cruisersI would hate for anyone to ever leave their honeymoon, or any vacation, feeling the way we did when we got off that ship
We had paid for a cruise on the Empress of the Seas, on March thWe were never contacted that our cruise as cancelledWe happened to read about it in an article published by the Miami HeraldHave never received a response from an e mail I sent to them
Trying to talk to the customer service department is a lost cause. I just found out that we needed to reschedule our sail date so I called Royal Caribbean after waiting on hold for 20 minutes the representative told me that I would loose 75% of the money I had paid since I was in the 30 days before sailing. I asked to talk to a supervisor and waited another 20 minutes on hold, the supervisor was clearly as well versed in the policy as the initial representative. It is unfortunate that you cannot come to any resolution they just keep repeating that there is nothing they can do. The policy is the policy and you are just out of luck. However, I was told that if I had purchased the insurance package I could have filed a claim to get reimbursed. So basically you have to buy protection so that if you have an emergency you can get a portion of your money reimbursed. We have cruised with Royal several times but this will be our last for sure.
Trying to talk to the customer service department is a lost cause I just found out that we needed to reschedule our sail date so I called Royal Caribbean after waiting on hold for minutes the representative told me that I would loose 75% of the money I had paid since I was in the days before sailing I asked to talk to a supervisor and waited another minutes on hold, the supervisor was clearly as well versed in the policy as the initial representative It is unfortunate that you cannot come to any resolution they just keep repeating that there is nothing they can do The policy is the policy and you are just out of luck However, I was told that if I had purchased the insurance package I could have filed a claim to get reimbursed So basically you have to buy protection so that if you have an emergency you can get a portion of your money reimbursed We have cruised with Royal several times but this will be our last for sure
Royal Caribbean, I am quite disappointed in you, and you should be tooMy husband and I were married on October and decided that we should take a cruise for our honeymoonWe did our research, we asked around, we were told to go with RCI, so we didAnd what mistake it was! Let's start by letting me tell you that we did not get a discounted fareOh no, we paid $just to step onto the shipWe purchased $worth of excursions many weeks before we departedWe purchased the drinks plan, upgraded to a window roomBetween the excursions, sunshine, and being disconnected from the world for a whole week, this should have been the perfect tripWe were even talking on our way down on the day of departure about wanting to do an Alaskan cruise, we thought for sure we were just going to LOVE cruisingWe were wrongIn fact, so many things went wrong, I honestly don't even know where to beginSo I suppose I shall start at the beginningApparently the ship (Freedom of the Seas) had arrived late that morning to port due to daylight savings time ending (11/2/14)We were told if we came 1-hours after boarding started, that we should get on easily and quicklyInstead we waited in a long, cramped line for two hoursWe're not unreasonable, that would never ruin a trip for usWe get to the last counter before boarding and are told one of the stops has been cancelled due to weatherAgain, ok, nothing we can do about it, I still have my dolphin excursionWe then find out that there is a bike rally on the shipLet me clarify that my husband's parents are bikersWe have zero problem with bikersHOWEVER, we are the opposite of bikers in every wayThey were smoking, drinking, and being loud and rambunctious all over the ship everydayHad we been given that information while booking, we would have most certainly booked a different weekAs it was however, we were outnumbered 2-on this ship by these bikersMoving along....We get to our room and Yay, our honeymoon is finally starting! But wait, where is our champagne and chocolate covered strawberries we were promised?? That's right, they never cameEven after we told Customer Service we hadn't received themOur cups we paid $20/day each for to have unlimited refills didn't workNope, you'd press the button and wait and wait and the stupid machine would tell you it HAD filled it and you now had to wait minutes to fill it againWhat!?!?!?! So I go to CS again, am I offered a new cup? No, I'm told I am welcome to purchase drinks and take the receipts to CS to get refunded after the factI'll just point out that at Walt Disney World, my daughter lost her refillable mug and without a single question about it, we were given a new mug on the spot with a smile on their facesBut okay, we're not at WDWWhile going around the poor weather that caused them to cancel Cococay, the trip was rockyAnd I mean, very rockyThankfully we had packed Dramamine, otherwise I would have spent the whole week in the bathroomYou have no control over that, I get itBut with the 40mph winds with the 20mph ship, it was too windy to even sit on the deck and enjoy the sun or the poolNext, I'm a vegetarian, and there were literally barely any options for me to eatI ate the same thing for almost every single mealWhen I asked if there was something else available for me, I was told I could eat fish (hello! Fish are animals, therefore I don't eat them!), but my server just couldn't wrap his head around that so I ate more linguiniOn Tuesday, something started creaking in our room, very loudly and obnoxiouslyAgain, I told CSYet, nobody ever came and addressed itWe had to wear earplugs to sleep through itHowever, somebody DID come into our room while we had the DND card in and took all of our towels and didn't even replace them with clean onesNo, they just took our towels and did who even knows what else, but they didn't make the bed or leave new towelsI wish I could say those were our only problemsBut I'm only half way done! So the night before we are to arrive in StThomas (with the dolphin swim if you remember), we are told we will be arriving late and that all excursions are cancelledWonderfulSo we go ask what else is recommended for us to or if there is a map availableWe were given a map of all of the stores that RCI endorses (aka receive kickbacks from)"Well, what if we don't want to go shopping and we want to go sightseeing?", we askWe're told they can't help us with thatSo we get off the ship in StThomas for our whole FOUR hours, and wander aimlessly because we have no idea where we are, where to go, and we're in a foreign countryIt's ok, we think to ourselves, we still have StMaarten! So we arrive at StMaarten, meet up for our excursion (Ultimate snorkel and beach adventure), and head offWe don't even make it to the first stop and the engine gets messed up on the powerboatThat's right, we wanted to go on a fast boat, and the engine gets messed upSo instead of taking three hours, it takes almost fiveAre we reimbursed, credited, or even apologized to for this inconvenience? You got it, nope! So then we wander aimlessly around StMaarten for the remainder of our time because again, unless we want to by from Diamonds International, you can't help usThen, to put the icing on the cake, Friday night I get diarrheaI'm on my honeymoon, and I have an upset stomachNo doubt from the "fresh" fruit I've been eating all week on your shipSo Saturday morning comes, and it's no betterI NEED some Immodium or PeptoSo I go down to the infirmary and ask the nurse kindly for someI work in the medical field, I know I'm not sick, I know my belly is just sensitiveI have NO fever, NO other symptomsWell this nurse starts by practically yelling the word diarrheaI actually had to ask her to quit saying it so loud, because the waiting room was full of people and my new husband is five feet awayHow embarrassing! So then I'm told I have to fill out a survey to get the drugsAlright, whateverAfter that and quick check of my (normal) vitals, she gives me the Immodium, and tells me I am going to be quarantined to my room for the remainder of the cruiseDid I mention this was the first GOOD day at sea (aka, smooth, not windy, sunny, warm)? Well, it wasWe are told I will be checked on to make sure I am staying in my room as instructed but joy of joys I can have free water and moviesSo we spend Saturday in the room, watching your poor selection of movies, without an upset stomach because of course the Immodium worked right awayThen on Sunday morning we are escorted off the ship at amWe had arranged for a shuttle to the airport at 930, because that's when we were told to expect to get off the shipRCI was unable or not interested in helping us get to the airport earlierInstead, we were told we could sit outside and wait for three hours on a rainy morning in 55* weatherWho wouldn't want to do that?? OkSo that's everything that went wrongWhat did we do to try to get things fixed while on the ship? Well, we went to customer service on deck a few times about the little thingsFinally on Thursday (I think), I went to CS AGAIN to complain about everything in general, instead of the individual items I had up until then complained aboutI spoke with a woman name ***She was rude, and completely disinterested in doing ANYTHING to try to give us a reasonably enjoyable time for the remainder of our cruiseI asked her very specifically if she had a supervisor or manager that I could speak with and she told me that she could and would be the one to take and handle my complaintsBut she basically told me that ALLLLLL of these things were "part of cruising, and there was nothing she could do about it"Really?! Why would I ever cruise at all again, let alone with your companyI walked away from that desk cryingI noticed two staff members standing nearby and asked them who I could speak to if CS was not willing to help meThey pointed a senior crew member walking by, so I caught up to him after thanking them, and then told him my story as wellHe immediately walked over to the CS desk, behind the wall directly behind where *** was still standing, and brought out *** was the supervisor/manager, and I told him my story, and I'm still crying to this poor guyHe listens and apologizes and tells me he is going to do SOMETHING to make things right, in some form of a future cruise creditOk, maybe we can give this cruise thing another try we think, after all, they are TRYING to fix itSo I'm told that cruise credit will be sent to our room the next day (it was already evening time on Thursday)Friday at dinner time, it still hadn't come, so I call down and am told it'll be there either that night or Saturday morningSaturday afternoon comes, and of course, nothing has comeSo I call again, and am told it'll be there soon, before dinner(Are we noticing a pattern here?) Dinner comes and goes (in my room because I'm quarantined), and so I call down before bed to ask again about my future cruise credit*** is not available, and I'm told that it will be brought by the person who will escort me off the ship (three hours early) the next morning by PhillipI explain to Phillip that I've been getting this same runaround since Thursday night and I would prefer to be able to have it now so I know for sure I'm going to get itI was assured it would be brought in the morningThere's literally nothing I can do, so I go to bed.Well of course the next morning rolls around, we're ready to go at 630am like they asked, even though it was the last thing in the world we wantedThe girl comes to the door, and collects usI ask her about the future cruise credit and she tells me there is an envelope for me she will give me on deck (Seems fishy, right?) So we go down and are about to depart when she hands me an envelope at customsWe got shuffled out quiet quickly into the cold, wet morningOnce we are outside and under a cover, I open the envelopeIt is a letter informing that I will receive a prorated discount on a future cruise due to my confinement in my room for the length of the confinementThis isn't what we talked about at allThis isn't even from ***This is some generic *** they give to everyone they quarantineAs a side note, the letter said I would be contacted within days, which will be up in 3, and I still have not been reached out toHowever, I'm not interested in your prorated discount for the day I was locked in my roomHow about the rest of my week? How about the fact that I got ill at all? How about my ruined trips to the islands and the broken boat? This was my honeymoon, and forever, for the rest of my life, I will have to tell people about this horrible, awful, no good weekThis was our first cruise, and it will certainly be our lastOur disappointment in everything from the things that could have been handled by RCI to the things that couldn't have, and the customer service all around can not even be conveyed in a simple complaintHow you can ruin someones vacation, a honeymoon at that, and show such complete disregard and lack of empathy, is something I'll never understandBut I do know thisWe both work for Fortune companiesI work in healthcare with literally thousands of peopleI do know that we will tell everyone, for the rest of our lives, about this trip and how nobody cared enough to try to resolve any of these issuesWe will warn people away from RCI, if they insist on cruisingWe have already started reaching out to the Revdex.com and our credit card to dispute my fare on the ship, the auto gratuities, and the excursionsWe did not get what we paid forNot even closeHad your staff even attempted to resolve this, things could have turned out differentlyIf one of our teammates so much as looks at a patient the wrong way, we hear about it, and it is correctedAnd again, after spending a week after WDW, maybe my expectations were a bit too high for the likes of RCIBut there is no world, no circumstance, that I can even remotely begin to pardon the behaviors and lack of concern from your staff on the FreedomI do hope that these people will be dealt with and taught how to handle future problems with cruisersI would hate for anyone to ever leave their honeymoon, or any vacation, feeling the way we did when we got off that ship
We had paid for a cruise on the Empress of the Seas, on March thWe were never contacted that our cruise as cancelledWe happened to read about it in an article published by the Miami HeraldHave never received a response from an e mail I sent to them
Trying to talk to the customer service department is a lost cause. I just found out that we needed to reschedule our sail date so I called Royal Caribbean after waiting on hold for 20 minutes the representative told me that I would loose 75% of the money I had paid since I was in the 30 days before sailing. I asked to talk to a supervisor and waited another 20 minutes on hold, the supervisor was clearly as well versed in the policy as the initial representative. It is unfortunate that you cannot come to any resolution they just keep repeating that there is nothing they can do. The policy is the policy and you are just out of luck. However, I was told that if I had purchased the insurance package I could have filed a claim to get reimbursed. So basically you have to buy protection so that if you have an emergency you can get a portion of your money reimbursed. We have cruised with Royal several times but this will be our last for sure.
I love RCI and their ships, On my last cruise (oct.4,2012) on The Allure Of the seas I loved the layout and customer service that I received.