Royal Caribbean Cruises
reviews and complaints

Both my sister-in law Bonnie and I Perry booked a cruise for January 22nd 2023. Talked to Kenneth customer associate on the phone. We picked your rooms with him dining times etc. Both of us have given credit cards for the deposit. He had NOT mentioned anything about the deposit not been refundable ! After finishing on the phone via email we get cruise vacation receipt. The next day we are thinking more about our choice and decide to call Celebrity to see there offerings. Decided to sail with Celebrity as both cruise with packages and perks came in around the same amount. Also no mention from Celebrity about the deposit not been refundable! Call Royal Caribbean to cancel that booking could not get through after twenty minute wait. Bonnie call today Feb 23rd I was told that deposit is not refundable but if we want we could have $430 but to a ship board credit with the difference of $100 been a cancellation fee. I talked to customer service tonight for 45 minutes with no resolve, waiting for a call back from management. Also would like to mention that no one could fine a recording of the booking conversation? Also to mention your terms and condition come after in a email when deposit has already been given no during the phone conversation when taking the deposit.

Please come up with a resolution. Reservation id 1642004 Crown and Anchor [protected]. Have done 90% of our sail with you both.

Perry Spencer

We booked our first cruise Nov 24, 2021 for our kids for a Christmas gift. However, due to vaccination protocols our family would need to all be vaccinated to get off at the ports. Which wouldn't be a problem if we didn't have a 4 year old who isn't capable of getting vaccinated. (CDC guidelines) So we thought since we bought the travel insurance we should cancel it.

When I called the first time the lady on the phone put me on hold every time I asked a question to "research it". Was on the phone for 40 mins and probably talked to her for 10 mins total. She stated that I should leave my children on the ship so my husband and I could get off the ports. Sorry say what? Leave my 9, 7 and 4 year old on a ship (in the kid zone)? This is a family vacation not a couples vacation. Stated that just won't work for us. She said she could give me a credit. I told her I didn't want a credit I wanted a refund since I bought the insurance. She kept saying the $1250 deposit I made didn't cover the insurance that even though it is on the receipt the money I paid didn't go to that but to taxes and etc. It was not stated under "amount paid" what that deposit went towards. I guess they get to choose what it goes to as long as it benefits them. I asked to speak to a representative. On hold for 40 mins! Agent comes back on and says sorry no one to answer. Call back later.

Called this evening talked to one agent and the a "mediator" who technically can't do anything to help you but say the same thing the first person said. However this women is telling me to pay more! Pay for the insurance now ($250) and maybe you can ask them for a full cash refund. I'm not giving anyone else anymore money! I was suppose to be covered when I booked it with an agent over the phone. We checked 20 times to make sure we wouldn't have to pay anything if we decided to cancel (due to covid) since we purchase the protection. The man stated nope you will be covered.

If we don't get this money back ($1250 + a day paid for at cococay) we can't take a family vacation this year. When I told them they didn't care. Its not like we are trying to get out of it because we don't feel like going. I was going to pay $4,000 for us to go on this cruise where we can get off and sit on the beach. Now that we can't even get off the ship due to our 4 year old, who has no control over if she can be vaccinated or not, we would sit on a ship for $4,000.

When booked we could- get off ports, timed dining, any show you could watch, sit on a beach with our children

Now- can't get off ports, no timed dining, limited restaurants available, can't see any showing has to be a specific time, can't even go on the beach to sit with my children.

We love to travel even thought about doing a European cruise for me and the husband but after this experience I would stick to flying to a country. Less hassle and protection plans actually mean protection plans. No loop holes.

My family and I completed sailing on Royal Carribean Quantum of Seas Singapore - Singapore (Cruise to Nowhere) from 10 - 13 January 2022, stateroom 13570.

I upgraded my photo package (purchased immediately after cruise check-in on 10 January) to premium/all photo package for S$149.99 on 13th January which was confirmed by Guest services on 13th January at 08:30 AM. Subsequently Photo team took my email id [protected]@gmail.com and confirmed that all photos will be sent within 4-7 business days however I have not received so far.

Kindly arrange to resolve.

Regards

Vaibhav Agarwal

+65-[protected]

I purchase an excursion and soda beverage package for me and my children, I called to customer service to add a guest and while doing so the representative ask if I wanted to upgrade my rooms, I stated yes, I change the rooms so everyone could have 2 people in the room for more privacy. They never stated it would change my reservations I made for my excursions and soda package. They refunded my back my one of my daughters soda and excursion. When I first paid for the items it was a discounted sale price they were having around Black Friday in November, when I called to ask what happen, they wanted me to pay the full price they have now which would cost me 80.00 extra. I waited on the phone for 1.5 hours to speak with a manager once the representative could not resolve my issue, while transferring me to a manager she hung up.

We have called several times to royal Caribbean and can get nowhere, They have hung up on our TA every time she tries to get answers regarding our

booking cruise # 6775760 Symphony of the Seas for April 10, 2022

We expressed that we had to push our original cruise booking from 2020 3x already, & now that Royal is cruising again & we had lifted and shifted to 4/10/22 cruise, Royal Caribbean has now recently implemented all cruisers need to have mandatory Covid 19 vaccine, That was not a rule when we moved our cruise 3x. We canceled our cruise for April 2022, & was told by our TA & royal we would receive a FULL refund. My husband only received 2 small credits back to his Discover card that was not even equal to our initial deposit. We do NOT want an FCC - we do NOT want to cruise at all in 2022, due to all the issues with Covid 19 & the Vaccine mandate, We want our FULL REFUND from Royal Caribbean ASAP.

We booked a cruise 6/21 to go to Cruise. My wife was diagnosed in December with Cancer. WE would like a refund because Royal Caribbean changed the rules after we paid and now want us to get a covid vaccine after we paid. We were never informed prior and if we had been we would have never booked a cruise.
Booking numbers 9898711 / 9898523
We would like a refund because Royal Caribbean started mandating vaccines after we paid.
Kevin Carrington 404.304.6392
[protected]@gmail.com

My husband and I live in Canada and have never been on a cruise. So, in 2018 as our senior years approached, we decided to book the dream vacation down to Florida. Since we were going to be down in Florida, we decided to check one of our bucket lists items off and go on a 7 night Caribbean Eastern Cruise From Port Canaveral sailing 4/7/2019 Booking # 4572025 aboard Oasis of the Seas. We headed down to Florida at the right time in our RV. Everything was great and we were preparing to head to Cape Canaveral when we were advised that our cruise was cancelled because of an accident where a crane fell on the Oasis of the Seas. Fine, we were advised we would be given FCCs for the total of our cruise. We received email notification with the FCC #'s promptly.

Since we had to book/cruise before 4/15/2020 because the FCCs were due to expire then. We booked another 7 night Eastern Caribbean Cruise on Harmony of the Seas to be Sailing 4/19/2020 from Port Canaveral, FL. Booking # 7006028
Well Guess what that was cancelled due to COVID 19. We were again given additional CFF's for the difference which we paid between the 2019 and 2020 cruise.

We were told that Royal Caribbean extended the FCC from 2019 to be able to be used in 2021.

Well, here we went again. We were booked to sail 4/11/2021, on a 7-night Western Caribbean Cruise aboard Oasis of the Seas yet again. Well cancelled AGAIN due to Covid 19 again.
Again, Royal Caribbean extended the FCC from 2019 to be used in 2022!

So, here we go again booked for a 7-night cruise aboard Harmony of the Seas, sailing 4/17/2022 departing from Pt Canaveral, FL.

Well since the Vaccines have come out in Canada, we got our shots as soon as we could only to end up with a mixed dose. Pfizer and Astra Zeneca.
I contacted Royal Caribbean and followed up with the CDC and while our Canadian government advises against unnecessary travel especially on cruises. The Royal Caribbean line advised me they would not recognize us as being fully vaccinated because we have mixed vaccines.

So, with our government telling us not to travel, CDC not recognizing our mixed vaccines and RCC advising us that we wouldn't be recognized as being vaccinated. I contacted Direct line cruises and followed their direction on cancelling or rescheduling the cruise on both their website and RCC's planner website. I was sent an email from Direct line Cruises advising that RCC had advised them that if we cancelled which we really have no choice in doing our FCC would expire. They would not be extended, and we would lose our money. So, I contacted RCC by phone where I again asked if we could do another Lift & Shift to book yet another cruise in hopes that 2023 would work out for us.
I was bluntly advised "no it couldn't be done". The RCC Problem Resolution Supervisor I spoke to advised me that they RCC will not extend the expiration date on FCC's. He said they just won't do it. To bad so sad!

I cannot believe that a large company such as Royal Caribbean Cruise lines treat their customers like this. We are so upset over this that I cannot help but want to advise others of the horrible way this company operates and lies to their customers.

To whom it may concern,

I tried calling today to cancel a cruise booked on November 2021 for a departure of June 2022. Not only will they not refund, they threatened to charge penalties for canceling. No one told me my $750 deposit wouldn't be refunded when I made the payment. I did find the small writing on the receipt after I paid and pointed out to me. It's disheartening that a company, you have been loyal to for so long, would choose a few dollars over a lifetime of potential business. I was an avid Royal Caribbean Cruise, but no longer.

Sincerely,
Joseph Thomas

Royal Caribbean's cruises are great but their customer service pre-cruise is absolutely terrible! When Royal Caribbean asked us to change our cruise dates, we did so and were told we had to cancel and re-book the drink packages. We did this and they refunded 3 of the 4 packages. I've spent 3 weeks and hours on the phone trying to get them to refund the 4th package ($292.56). There doesn't appear to be a President's Complaint Dept. and the reps don't appear to have the tools to handle this. When I ask to speak with a supervisor, they put me on hold and nobody ever comes on the line (even after an hour) and nobody calls me back!
Cruise date: 8/29/22
Booking: 5724402
Ship: Navigator of the Seas

Subject: Reservation # 747738: Royal Caribbean Passenger Concern : Please review

Royal Caribbean Anthem of the Seas/ Reservation # 747738 / Sail Date 12/12 /21 Cabin 10716

Departure Port-Bayonne New Jersey

Concern/Complaint

As an experienced/ long time cruiser, of many cruise lines (inclusive of Royal Caribbean) ...I experienced interactions with a Royal Caribbean staffer whose behavior I found dismissive and at times disrespectful . The concerning experience related to a server... named NICSAR /from Indonesia...within the Windjammer/Buffet ... who ignored my request, by walking away from me, at one of the food stations on Thursday 12/23. Once I realized that NICSAR had no intentions of continuing to serve me, I called upon another staffer at this same station to fulfill my request ( for sauteed peppers).

I informed NICSAR of my concern and informed him that I found his behavior rude and dismissive...especially as a woman of color... and that I would address this matter in writing. As a Maitre'd, named Manuel passed by at this station...I immediately informed him of my concern and my intentions to report this scenario to Royal Caribbean.

The Maitre'd stated his apologies for NICSAR, however when I asked him to provide me with an explanation of why this took place...he was lost for words and stated that he could not provide me with a justification. He requested my Cabin number (which I provided - 10716) and again apologized and stated that this behavior was far below the expectations of Royal Caribbean and he too was concerned that I had this experience.

I thanked him for his apologies...and shared with him that if NICSAR's behavior is not representative of Royal Caribbean's customer service...then HE SHOULD NOT represent the cruise line. He again stated that this was not Royal Caribbean's policy...and that there would be additional follow up on my behalf.

After I proceeded to join my travel partners within the Windjammer...the Maitre'D approached my table with another Maitre'd to ask that I restate my concerns. I did so and informed him...that if he doubted my version of the event which occurred...then I would welcome the opportunity to restate it with NICSAR being present for his account.

He complied with this request and brough NISCAR over to my table. I presented the concern to him ...as the two Maitre'ds stood by. His responses presented answers which attempted to rewrite the sequence of events ...which I countered with the original version that I had already shared with the Maitre'd.

I then shared with NISCAR that I found his behavior disrespectful, insulting and biased. I then presented him with the question..."how would you feel if this were you"? He had no response. The Maitre'd then dismissed NISCAR and again assured me that the matter would be addressed. I hope that this has occurred.

And while I do acknowledge that there were a couple gestures made from the staff to supplement the apology ….(i.e. Fresh squeezed orange juice delivered to our table in the Windjammer……and Champagne delivered to our table in Silk restaurant during our dinner that same night)……please know that a beverage does not eliminate the "bitter taste" and impression left by NISCAR.

It is unfortunate that this event...left such a negative impression with me that is significantly lowering my responses within this survey...however to experience any level of disrespect on vacation, by any staff...is unacceptable and MUST be acknowledged and seriously addressed at a higher level...to ensure that other customers do not encounter this on any level...especially as it relates to biases issues ...which I truly feel it a contributing factor in this scenario!

As I stated earlier in this response...I am a long time/ experienced cruiser ...of 36 sailings...including the following cruise lines (Costa, Celebrity, Norwegian, Holland America, and Carnival ). My voyages have included Eastern & Western Caribbean Islands as well as European itineraries including… but not limited to London, Rome, France, Spain, Germany, Denmark, Sweden, Finland, Russia, Estonia, Croatia, Greece and Turkey.

Additionally...it is important to note that I and my travel partners (who are also long time cruisers with 41 voyages) are booked to sail in May... from Barcelona on your newest ship…Wonder of The Seas...however we are rethinking our plans... and will review our options with our Travel agent….since many other cruise lines provide a similar itinerary.

Sincerely

Rose Martin

[protected]@aol.com

To All This May Concern:

Hello, Thank You!...in advance for your time in reading this. Truly hope you can help me in my excursion dilemma. My name is Jose' Camacho, and my family (approx. 15 of them) and I are booked to sail on Odyssey of the Seas starting on Jan 15, through Jan 23, 2022 (my reservation # 9521972). They ALL have booked an excursion on Willemstad, Curacao (Day 6) going to "Hato Caves and Manbo Beach"at 8:30am. Now before I go on with my problem, I feel I need express what I do to help you understand why I am frustrated...I compete in national and international stair/tower running (currently ranked nationally in the 10 ten in my category), examples: Empire State Building, One World Trade Center (Freedom Tower), Sears Tower, Space Needle, etc. to name a few of the stair climbs I've done in the US and in other countries...including still running up the high altitude mountains here in New Mexico for my strength and aerobic base training. Also, I am ranked in the martial art of Kali which I practiced everyday, and help to teach. I am currently training to compete in the Stratosphere Stair climbing/running championships in Las Vagas, NV this coming Feb 22. So now please understand I am not your typical older adult ! On the initial boarding day of Odyssey sailing date Jan 15, 22, it is my birthday turning 68 ! Having sald all that (and I do apologize for rambling on with all that information) ...I am not allowed to register for that specific excursion due to my age...it is capped at 65 years old. I must say that I do understand the liability issue concern if someone with poor balance and stability does fall and gets hurt due to the following... " Activity Level: Moderate
Full participation may require extended periods of walking over even and uneven surfaces, steep terrain and/or water activity in a slight current. There may be steps, inclines, cobblestone surfaces, and extended periods of standing. Participants with physical limitations should take this into account"...but please understand... that is not me ! Please...I don't want to miss out on this excursion that my family and I can do together. A lot of the other excursions are already sold out or are too expensive for all of us to do. This one as well may sell out before I have any chance of me getting on it. So if you all wouId allow, I have no problem in going to my VA medical provider and getting a medical/physical clearance to prove my physical ability and/or signing any liability waiver ! I just don't know what to do ! Can you Please help me ?

First and foremost, I want to express how embarrassed I am to be 60 years old and have to make a complaint about a former friend. I have had nothing but issues from this woman since I decided I had enough of her narcissistic ways. She has stalked me, sent horrible emails to my family and friends and all my "support groups" have told me not to respond to her - now she is pretending to be me, so I must draw the line here! I am not in fear of my life, but I am in fear of what she can do behind a keyboard - I know she is computer savvy and at this point I don't put anything past her. She is dangerous and toxic, and someone needs to confront her so she will not get away with this game that she plays!

The incident in this report is as follows:

On November 16, 2021, I contacted Royal Caribbean Cruise lines to inquire about the balance on my upcoming cruise scheduled for May 14, 2022. When I was unable to locate my booked cruise on the RCCL website I contacted their customer service department. The customer service department informed me that I called and cancelled my cruise on Tuesday, October 26, 2021 - they did not give me the time of the call.

I informed RCCL that I did not cancel this cruise - since it was my 40th anniversary cruise and we have other couples coming with us to celebrate. I know for a fact my estranged neighbor - who was originally invited to help us celebrate - had access to my booking number since she was originally linked to our reservation.

When RCCL played back their recorded messages their resolutions department said the voice on the recording sounded too much like me to make a reversal of their decision of not to refund my deposit of $500. I was speechless. I asked if they had the phone number of where this call originated from, and they would not reveal this information to me. The RCCL representative said the reason" I" cancelled this cruise was because my granddaughter was coming to visit - I don't have a granddaughter !

I filed a police report for identity fraud/impersonation and all I am asking of RCCL is to cooperate with the police to stop this woman. Per the RCCL Resolutions department - I sent a certified letter with a copy of the police report and all my booking documents. I need help! I am out my anniversary cruise - since Royal will not honor my original booking price and the cruise has doubled in price - my real friends will have to cancel since I won't be on the ship. The detective has called Royal's corporate office many times and after putting him on hold for hours - he has been unable to speak with someone to help or resolve this issue. Meanwhile I am out my $200 deposit and my anniversary cruise. The way their customer service has been handling this is horrible. I am a diamond member and a stockholder and that has been worthless! Just a note -- Did you know that with Royal anyone can cancel your cruise if they have your booking number - so beware!

Sure hope I can get RCCL to cooperate and get my money back and get this woman the help she needs. Thanks for letting me vent

On October 6 2021 I was informed by my travel agent I would be getting a refund on my November cruise of $340. Initially my fare was $1122.00, but the fare was reduced a few months later. I contacted my travel agent, who contacted Royal Caribbean, and was told I would be receiving a refund. I have this in writing from my agent. I have made several inquiries as to this refund and have not received any of it. Reservation# 3903820...Can you please tell me what is happening and when to expect my refund...

Compared to other cruise lines that I have cruised with I felt the food was lacking, sure you could get better food if you wanted to spend a small fortune. The first night on the cruise we had to wait several hours to get our beds straightened out as we had one and three people in the room and were supposed to have 3 separate beds, we had to settle for 2 even though that is not what we paid for. I did not appreciate having to dig out my card on entering eating and leaving eating, ridiculous. There were 40 of us, and when we went on our excursion, we were supposed to get time to shop and explore at port, they got us back with 5 minutes to run to the boat, which was ridiculous. No shopping, no gifts for people at home. My brother-in-law got diarrhea from the food the first day, which after talking to many of the guest he was not the only person who did, this was his first cruise with his wife kids and grandkids, he made the mistake of going to medical for help and not only did they charge him, they quarantined him for 24 hours and he was not allowed to get off the boat in Cozumel for fear of covid, which is absolutely ridiculous, because if they thought there was truly a risk of that everyone in the room should have been quarantined and they were not, so obviously they knew it wasn't covid and this trip that they planned and saved for was ruined. While on excursions that were booke through Royal my siser-in-law paid for food with her credit card and they billed her 16 seperate charges for one meal that should have been 165.00, and she ended up being charged over 700.00, when she spoke to Royal about it, they said they would let the excursion outfit know, but did not offer to fix it, they are a joke! Not only that they did not even try and make it up to them, no offer of future cruise credit, nothing. This was this worst cruise I have ever been on and would never recommend them to anyone and plan on leaving as many reviews as many places as possible so no one else has to experience this lack of quality.

I have 3 cruises cancelled due to COVID. We had two adjoining rooms in December - Reservation #5591722 and #5594756 and a cruise in April - Reservation #6384967. I have called numerous times to get a credit and spent many hour on hold (I am currently on hold with Royal Caribbean and have been on the phone for 2 hrs and 40 minutes at this time) while they attempt to figure out the error. I have asked repeatedly for a breakdown or each refund and each payment so that I can help find the error on your end, but have only been sent a bulk invoice today, which is not helpful. I have paid a total of $7, 226 on my Discover Card and $1587 on my American Express as well as $4, 000 in gift cards. I believe after speaking to the first customer representative today, the problem may lie in the gift certificates. He said only $1, 500 was applied in gift certificates.

I have an email stating that these gift card credits would be applied and a new updated invoice would be applied. I have never received any updated invoices, although I have been promised many emailed invoices.

I show that I am still owed a balance of $3, 436.

My family typically sails 3 to 4 times per year and we were excited about trying out Royal Caribbean. I understand that COVID has made a mess of things, but customer service has been an absolute nightmare.

REFUND REQUEST
We were REFUSED boarding on August 15, 2021, by Royal Caribbean - Independence of the Seas - Phillip Mobley & Greeba Mobley reservation # 3591085 and Crystal Mobley & Cash Bowman reservation number 3588339. Phillip Mobley, 9204 Madrone Circle, Austin, TX [protected]
All of us are vaccinated. The emails/news from RC kept saying that vaccinated guest were clear to sail - no COVID test required. On August 13th (our cruise was Aug 15-22) we got an email from Royal Caribbean saying we would need a PCR test for COVID but could GET one during check-in at the terminal on boarding day. We scheduled a PCR test for each of us and received a confirmation from RC that our tests were scheduled. We were also given a TIME to board/check-in. We were told NOT to arrive early because we wouldn't be allowed to check in. Our check-in time was 1:30 to 2:00 We were in the check-in line at 1:45 because we had to wait for a shuttle to take us from cruise parking to the terminal/dock.
At the port terminal we were told RC does NOT give the PCR test. The RC employees said that they didn't know what we were talking about regarding the PCR test. Why were we required to SCHEDULE a PRC test at the dock if RC was not prepared to administer them? Many other passengers were also sent to a clinic to get the PCR test. We had to pay for a cab to take us to a CLINIC to get the test. The clinic we were sent to take the test was packed and we were told to wait outside. We didn't even get a chance to put our name on the list. We were told by RC employees that we had to be back at the terminal by 3:30 and that the ship would NOT wait. It was nearly 3 by this time. People ahead of us at the clinic had waited MORE than an hour and still hadn't been tested and they also didn't have the results of their tests. Also, we would have to pay $200 for the four of us to take the tests. We waited about 30 more minutes to get the test. During that time NO ONE came out of the clinic who had been able to get the test and the results.
We got a cab AGAIN to go back to the port/terminal because we were not going to be able to get the tests and the results before the ship sailed. Two of our bags were already on the ship. At the port/terminal we asked RC employees to get our bags back. The bags had tags provided by RC with our room number 9694 and our last name - Mobley. There were two bags - one silver and one dark blue/black. We waited outside the terminal for our bags for more than an hour until the doors to the terminal were LOCKED. We did not get our bags. Our grandson was also refused entrance to the bathroom at the terminal before the doors were locked. The bathrooms were only about 20 feet from the entrance to the terminal.
RC provided NO customer service and didn't try to help us resolve our problem.
The closest we got to the ocean was the next day when we took the Duck Adventure tour in Galveston.
Please refund our money. We do NOT want credit for another cruise because we were poorly by Royal Caribbean. We will NOT be booking another cruise with RC.
We have sailed with RC to Alaska in the past (about 7 years ago). We were not completely satisfied with the results of that cruise.
For this cruise (Aug. 15 - 22) we scrimped and saved and sacrificed to take our daughter, Crystal Mobley, and our grandson, Cash Bowman, on this cruise.

We looked forward to this trip for weeks to have a respite from COVID shutdowns. The sad thing about this whole mess is that we know many other guests faced the same incompetence. You can deny that you didn't you didn't offer dock side testing - then why did we have to schedule an appointment to get the testing. All four of us were given a confirmation number for the PCR test at the dock.
One family of three - only one was allowed to sail. The adult male was allowed to board but the adult female (in a wheelchair) and the young boy sailing with them were NOT allowed to sail. Way to go RC that is 33 1/3% of their group sailed.
In our group of four, 100% of us were not allowed to sail.

I had a reservation for 2020 to Singapore and due to the pandemia covid-19, our cruise has been canceled. Customer service at Royal Caribbean was very pleasant and they changed the original booking for Singapore to 15 night Cruise to Australia, February 2021. Due to pandemic at 2021 cruise to Australia has been canceled and Customer service at Royal Caribbean help me change to a 14 days Cruise to Australia, February 2022. Cruise at 2022 was canceled again and changed without asking for 4 day Cruise for Australia. When I called Royal Caribbean I had problems with the customer service at Royal Caribbean. They completely changed and messed up our original booking. They offered only 11 days and we had to take a different cruise ship. When I asked to change for the same cruise ship from Australia for 17 or 18 days (for cheaper), they transferred me to Otto Sitamul (supervisor for Crown & Anchor® Society). In a very rude and unprofessional manner Otto explained that I have no right to choose Cruise I want by the Royal Caribbean corporate rules. I have to take only what they chose for me: 11 days cruise or less days. After they changed my cruise three times, I was told I have no right to choose cruise the one I wanted. Royal Caribbean is currently holding my funds (from 2019) and only offers downgrades.
I have to cancel my reservation.
I very like "Royal Caribbean" and prefer "Royal Caribbean" from many different companies and keep best fillings to be with "Royal Caribbean", even in hard time. I do not like judge anyone, but one wrong person can ruin success business of thousands.

Financial records show my refund for cancelled Cruise was not what ipaid in full my deposit should with refund due to COVID-19 restrictions that cause me inconvenience for vacation time with family.my name is Joseph Jones my contact information is [protected].wilsontravel.com Baltimore Maryland Lucretia Wilson [protected] is contact for agent financial records not accurate

From the time we tried to book a cruise we had problems with the customer service at Royal Caribbean. They screwed up our original booking and we had to take a different cruise than the one we wanted. My cabin choice was lost and a wait that said 15 mins. turned out to be an hour and 45mins. absurd! Then once we got a cabin on the different cruise which I booked myself, one change after another ruined our excursions as they implemented their own changes without asking and booked us on two separate helicopters at two different times. I canceled those and booked our own. Then they changed the time of our train ride and our full day excursion to times that conflicted with our other excursions. Then when I sat on hold again for an hour and a half they said they would have to charge me the full price to change our time to a later time not to conflict with my excursion even though we already booked the original one early (that did not conflict) so we would get the 30% discount. The final example of a business poorly run is when customer service said they didn't have access to make a change to modify my already booked excursion. Unbelievable. In addition, multiple changes in COVID protocol requiring tests for vaccinated passengers, which I called about at the beginning and is the reason I chose Alaska instead of out of the country. I have traveled all over the world and have taken many cruises and this is the poorest run company I have ever encountered. Lastly, they have said they would call me back after each of these calls to give me a result and I have had no such return phone call, no follow up whatsoever! I booked my own dinners, excursions etc. off of their site because who knows what they will change or cancel next. You cannot rely on anything anyone tells you!

Hello, my name is Dianne Staten. I have a group cruise going out in December 2021. I have been doing cruising with Royal Caribbean since 2002. Overall I would say my experiences have been okay to great.
My story is that I booked this cruise in 2019 or 2020. The prices are much higher now. Some of the cruisers have almost paid their cruise off. Others have made only their original deposit. The balance is due in September. On Sunday, July 4th I received an email saying that four cabins were being canceled. I called as soon as you guys were open for business. I was very concerned but all the cabins were recovered. I was assured that this would not happen again. I was assured that it was an error and would not happen again. On Friday, July 9, a cruiser called in to make a change and payment. Her cabin was canceled, her cabin was also recovered. On Tuesday I grew concerned and decided to call to enquire that all 14 cabins were in place. To my surprise, three were cabin canceled. I was very disappointed and later became just as upset. The representative was so nonchalant about my concerns. She was arrogant and not at all professional. She could not recover the cabin... they were already rented out. She found three-cabin on a different floor and felt that I should be satisfied. The reason I book so early is so that we can be together as much as possible. At the conclusion of our conversation after being on the phone for almost an hour. She asks me if I would re-pay the three deposits. Deposits that the first representative told me she would stop them from being credited back. The three deposits are still not credited back. I know YES, SHE DID! I was speechless. I asked her to have a manager call me. She stated it would be 24 hours. I said ok and expected a call. I did not receive a call and I had to call back on Thursday. I was giving excuses after excuses on cut back, small staff, someone out of office. Ask yourself do a customer really wants to hear that? Then we got to my problem at hand. It still was not resolved. The three original cabins will not be restored. After almost another hour on the phone. I was told there was nothing she could do. I asked for something complimentary for our inconvenience. A cabin discount on the three, a group dinner at chops. I was told No No No and that I could get champagne and strawberries delivered to all the cabins that were canceled. I asked her was it Moet, she laughed at me. I did not think it was at all funny. After all, this is Royal Caribbean. A cruise line that I have been traveling with for almost 20 years. I'm thinking that I heard her say I talking when her answer got so long and we were not accomplishing anything. I tried to speak and she said I am talking. I asked him what did she say? She swears it was not said. I'm pretty sure of what I heard.
In summary, I am very disappointed. I am a loyal diamond member. One of the cruisers that were canceled is also a diamond member and my son. I also have a new cruiser traveling for the first time with our group and it's also their first cruise. We are praying for a great experience. Due to all of this advance happening. I am very concerned.
Blanco is the Rep and Ceenay is the manager.
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