Carnival Cruise Lines
reviews and complaints

I am a platinum member on your cruise line .. I have sailed many times over the 20 years and have never had to cancel .. unfortunately 2 days before sailing I was admitted into the hospital and would not be able to travel .. my booking # 3GJ4P3... I would appreciate if you would just put my money towards another cruise, I'm not even asking for a refund .. I sincerely hope your company will do that, especially since I'm a loyal customer .. Thank you.

The day after my cruise March 10th. I sent a request for an entire outfit of mine and my girlfriends that was left hanging in the closet. I'm 200% sure of where it was. I gave you guys the ship name (carnival ecstasy) the room number (m224 on deck 5) the person in charge of our room (Herry from Indonesia) and our booking #5br1v8. I even had a photo! Needless to say they were unable to locate my clothing and closed my case. Unacceptable. You guys have dishonest workers on your ship if our clothing wasn't found hanging in the closet. As if that wasn't enough we didn't even go on the private island! That was a 1/3rd of the vacation we paid for that we didn't even get to enjoy! Anyways all I wanted was my clothes. Some type of reimbursement would have restored my faith in using carnival again. Nothing was done for my inconvenience.

We have had a cruise booked for months on the Carnival Glory for the week of June 3 thru 10. My daughter found out 2 weeks prior that she is pregnant and advised by her doctor not to go. We understood she would not get a full refund but $229 out of $960 is a bit riduculous! They would not allow her sister to go in her place unless she paid the full amount up front. At least half the refund would be nice!

Hello On March 13 We Cheri Pinkney and Ronnette Brunson Book a cruise for March 16.2017 we was running late call customer service to let them. Know we was behind due to traffic when we arrive a man standing outside checking people in and ask for our name and booking number he told us to go Park in the parking area and come back to the front and check in when we got to the front they would not let us in at all so we waiting for a while ship didn't leave til after 5pm so we had to go look for a hotel which cost us 200 a night with no air we call customer service the person we talk to said she see where we call and said she will credit our cruise to July 20.2017 and gave us a booking number 6LL1N3 which we only supposed to pay 200 for deposit only when it was time to pay out deposit it was cancele out we couldn't pay for anything our first booking number was 5GC2Z9

I booked my cruise last year and have been waiting to board for months. I got a letter a month or so in telling me they have switched our ships and we are not longer sailing on Valor we are now on the liberty. I did not want to switch ships, I did not ask to switch ships. This was all on Carnival. So, after receiving the email I called and was assured I was still next to my kids. ( there are no rooms that accommodate 6 so had to reserve 2 rooms). I go tonight to compl ete online check in and realize I am four doors down. This is not acceptable, not my fault and no I do not want to go down 4 floors. I would like someone to find away to switch me back to being in side by side balcony rooms. You reached out to me to tell me you altered my reservation, why can you not ask another quest to move a room one way or another? I am basically being told that you made the error and in no way are you going to make it right. My booking numbers are 3hb8q5 and 3hb8m7. I would really appreciate someone to try and help instead of telling me they wish I would have noticed your mistake sooner

Shutterfly is an awful company, unable to upload 10 out of 13 pictures for all the gifts promised me for buying all the pictures from Carnival. Today is date if incident, I have followed all their directions and emailed and called and they are in a team meeting and the recording hangs up on you. I love Carnival but will never buy a picture from you and will never order a thing from shutterfly .

We first noticed a few small spiders. Then we realized they were all over in our bathroom, bed, walls and in our clothes. Friday May 5 2017 I started putting away our things and there was a huge black spider on the wall! I assume it was a tarantula. I freaked out ran into the hall. I told a worker outside our room and he just kept walkimg. I told our friends and they got someone to clean our room. We continued to find more the next day. It was so hard to sleep in the room for two more nights! Dave and Cheryl Phillips

Hello,
My name is Karen Bennett & Danyelle Butler booking # 5CJ5J4. As I write I am on board your Ship Carnival Miracle. We are departing today May 6th 2017. We were reading your info on carry on items. When we were looking at the liquor and beverage policy regarding water page 7...we we noted on there that it allows for cartons and four cans. However it does not stipulate that Plastics are not allowed. So since we were shopping at Walmart and various doors we could not find water in cartons we noted that there was nowhere it specifically said no plastic items allowed. When we arrive to the boarding terminal and security we had carried on 12 cans and 12 bottles of plastic water non opened. We noted that there were two large trash cans behind the security desk full of plastic bottles of all kinds. Nowhere in the terminal or posted in the terminal for customers viewing is there a sign stipulating no plastic bottles allowed. Haven't been in customer service for the last 22 years both myself and my partner it was quite frustrating to find out that we had to confiscate and discard the 24 plastic water bottles that we had paid for. We asked to be shown where it is "written" and where it is posted does it say that "no plastic bottles" are allowed ? the Security staff couldn't show us where it was written nor could they show as a signposting stating that no plastic bottles were allowed upon your entrance to the security area or boarding area. The security staff and crew Michelle Gurero A- 158 and Lagafuania who refused to provide his number...we're very rude and very unprofessional on how to properly address the matter they became verbally aggressive and very confrontational and this is just a nice way of expressing a very frustrating and completely horrible start to my vacation. We were given estate room 6139 when we arrived to our room we had twin beds. When I asked for my balcony room with a King Bed. This is our 5 yr Anniversary and well you can imagine how disappointed I am. We would like compensation for the poor customer service. And someone needs to look into clarifying page 7 and teaching your crew deescaalation techniques.

my ex girlfriend called in and cancelled my booking, without the passcode, but only because she knew my information.. I mean you would have to be a terrible girlfriend to start with if you didn't know my birthday and my name. so she cancelled it, and my name was the primary on the booking, with a passcode she didn't know... for the simple fact, I knew she was a crazy psycho. so now carnival tells me theres nothing they can do to help get me back on the ship for the rate that I waited forever to get. so now I have to pay more than double the total, double the deposit, and also not get the room that I picked. I picked this room because I have 3 other friends going in other rooms and we all had rooms side by side. so carnival did not offer any kind of sympathy to get me back on the ship and in good graces. So what are us 4 going to do... we are going to all cancel and take a cruise from someone else.. Its awful that we like carnival so much and this would have been our 8th total cruise with them, but because they cant seem to find any way to get me back on the ship at at LEAST the rate I paid prior to my booking getting cancelled without the permission from the primary guest, we will take our business elsewhere and for years to come.

Booking number:6GJ5V0
Cabin:2221
We were a party of 5 originally when cruise was booked. Due to a family emergency my mother was not going to be able to cruise. And unfortunately due to the unexpected situation to cancel trip would be more expensive than the original ticket. Too much of an expense for my mother. So last minute she decided she would come. We got to the port at about 2:30pm and our ship was set to sail 4pm. My mother had realized once there she did not have passport to travel. After about 30mins of trying to figure something out, we were told a picture of birth certificate and ID would work. The port employee helping us assumed we were Puerto Rican. And after finally showing the picture of a birth certificate the employee then realizes that would not work. We do realize my mother should have been responsible for proper documentation. Unfortunately with all that was occurring she did not have it and also we were told birth certificate and ID would work. We have tried talking to various carnival employees and no response to a credit that we can use in the future. If we can not get refund. Put anything would help!
[protected]@hotmail.com

4/30/17
To whom it may concern;
I am writing this complaint letter in the disrespectful and unprofessional that the Carnival employee that has treated my mother, stepfather and myself. On 4/27/17 the information about leaving luggage outside of the door was misunderstood. And my parents had missed that information, which was understandable. So the next morning on 4/28/17 it was time to leave off of the ship. My mother is disabled and needs special attention. However she needed to get a wheelchair to proceed with getting off of the ship. So my stepfather and I are carrying the bags down to the 3rd floor. Which therefore we are both struggling with the bags. I asked an employee named Mason that was working at the desk with the wheelchair for his or anyone's assistance. We were told that no one can help us with the luggage and that we will have to carry it ourselves. I said excuse me? As much money that we have paid for this cruise and the gratuity my parents cannot get any help? Mason said that it's against the Law for an employee to help a disable person with their luggage. But however an employee can help wheel my mother in the wheelchair off the ship. My mind was just blown away about this nonsense. Therefore I had to carry my parent's luggage all the way down the ramp to the security check point. Just to make sure that they were good. Then I had to retrace my steps backwards to get back on the ship, I'm walking pass people that are leaving the ship. I am completely pissed off now and was pissed off then. I never cussed nor did I make a scene. What if I wasn't there to help my parents out to make sure that they get help… who would help them? Not Carnival, because all that Carnival was concerned about was making that dollar. As soon as the ship got near finished everyone can see that the employees started to slack off and not tend to the customer's. Once everyone received their gratuity money that was all that was needed for them to see. However at this point I will never pay for another trip associated with Carnival. This is how Carnival trains their employees on stratifying the customers? Moreover I do not want any part in this cruise everything was fine until this happened. How about this picture this happening to your parents and something like this were to happened. However, put yourself in my shoes for a minute and walk around, this just isn't right and its poor customer service skills. This will be told to everyone I am currently on just about every social media!
MY CONTACT INFO
LAMAR FINCH
[protected]
EMAIL [protected]@GMAIL.COM
CARNIVAL-SUNSHINE 4/23/17-4/28/17
STATEROOM-7262
BOOKING NUMBER 1TQ9Z6

MY PARENTS NAMES ARE

LORI AND JESSE JONES
STATEROOM-7178

Hi, my name is ellen varini, I am an au pair from brazil living in campbell - ca.
As an au pair, I am allowed to stay in the us for 24 months + 1 month (Grace period or travel month, as it is called). Being an au pair means that I come from another country to live with an american family and work for this family taking care of their children. I have the right of vacation, I have the right of days off, I pay taxes, I have drive license and I can take some classes, like continuing studying or languages classes (I can not go to college as an au pair because I don't have student visa). That being said, I would like to inform that I am allowed to go to the caribbean, bahamas, mexico, canada and adjacent islands once I have my valid passport and ds2019 form with me. Which I do!
Here is the problem: I started to plan my last week of vacation and I decided to buy a cruise with carnival cruise. The cruise would happen on april 1st-8th, I did everything right, I got at the port on time and I had all my documents with me, all of them were valid and should be sufficient. Once I got there, the person who talked to me had no idea what au pair is and started asking me and my friend (Also au pair) for documents that we didn't have because this person thought we were students and he didn't know the difference between au pair and student, so he didn't know the difference between the documents either. It took more than 30 minutes to them to understand that our documents were fine. Well, when I thought that this misunderstanding was solved, here is the bomb: they didn't allow me to go because my ds 2019 form were signed in june, and for some reason, the guy said that my document wasn't valid and I could be deported if I boarded the ship. My friend was allowed to go because she got her ds signed in march. It makes no sense, since the ds is valid for one year, not six months as they were saying! My ds is up to one year and it is valid until may 31st. It is written at the ds, it is there and, even I had told him thousands times, he denied my right to go on board assuming that I was illegal. I was not. I am not! I never felt this humiliated and mistreated. I cried so much. I felt the biggest sadness of my life when I was supposed to be the happiest person in the world going to the trip of my life. I worked very very hard to save all the money and they just took it all away from me because they think they know the rules when they don't. I asked my money back and they said no. I called many times and they always say that I can only write a review. They only answered one of many emails i've sent to them, saying that they can't give my money back when the reason I didn't board was governmental, but, governmentally I was allowed and perfectly fine to go, this is what they don't understand, and they don't care at all. They denied my right to go on this cruise and now they are denying my money back since it is their fault. Talking about money, I spent more than $615 paying the cruise and more than $430 with tickets from california to texas, where the ship would board from.
I don't know who to talk to and I only want my money back!
They never answer my emails and calling them is totally useless since they don't really want to make things right.
I am extremely disappointed and upset about all of this. I feel horrible every time I think about this, I feel violated. I just want my money back, I have this right. I hope they don't deny my rights again! I am still waiting an answer, but I am hopeless.

I want to start with saying that myself and my family have been on a bunch of carnival cruises in our life. My parents brought me on carnival cruises while growing up and now I go on them with my friends and always recommend them to everyone. After this last cruise I will never go on another Carnival ship as long as I live, I have told my parents who cruise way more than I do to never go on carnival again and after hearing about my awful experience they have passed the information to all of their friends who live in Florida and they have all been turned off of carnival forever. My experience goes as follows.. I was in the dining hall when a crazy mother and daughter starting screaming at me, getting in my face, and threatening me. I sat there very calm while they made complete fools of themselves screaming like animals. I had to scream for security and it took about 10 minutes for anyone to show up. When security finally showed up they sat about 10 feet away and just watched as these crazy people were screaming in my face. I looked right at them and said excuse me but can you help instead of just watching. These people were screaming on the top of their lungs and the security did not step in to help. I don't understand why you have security if they refuse to help their customers who are in jeopardy. Once a security guard finally did remove the crazy people from my face they did nothing to them. They said to me that they cant get their paying customers in trouble.. what? what about me? am I not a paying customer? I guess Carnival believes it is OK for someone to accost another guest on their ship and they wont do anything because they paid. So that means I can go on a cruise and harass people all day and no one will do anything to me because I'm a paying customer. That's the lesson I learned and I am sure everyone watching in that dining hall learned that too. I am so disgusted with how Carnival staff treated me and how poorly they handled the situation. it is truly a disgrace how the "security" handled everything. I also can not believe that the other party had zero consequences. I deserve some justice form having my vacation ruined by these people. They ruined my vacation and think it is fair if Carnival took some responsibility and did something to them. I will never book another Carnival cruise again in my life because I don't know if these people will be on the ship and obviously if they are then they will ruin another one of my vacations because they learned that they can do whatever they want and there are no consequences. I will be going on TripAdvisor, your websites and social media to write horrible reviews everyday until I get some justice for the awful service I received on your cruise. I don't want anyone to have to go through what I did and I will make sure everyone who reads my reviews are informed on the horrible way Carnival treats their guests. I believe my entire group should be refunded for having to waste an entire day of our very short 3 day vacation trying to get carnival to do something for us. I also believe the other party should be banned for life from carnival cruises and then maybe I would consider taking back the bad reviews I am going to write. I am not saying this as a threat, I am doing this because I cant sit back and let this happen without consequences to the other party and carnival. I will not let this injustice go without something being done to make me and the 7 people who were with me on vacation feel as if we have been compensated for our vacation being ruined. We saved our money, planned for months, took of from our busy jobs to celebrate a bachelorette weekend. A weekend I will never get back and it was completely ruined by the actions of these crazy people and carnivals incompetent staff. I will be waiting to hear back from you shortly on what steps you are going to take to make this right.

My husband and I were scheduled to cruise on 4/20/2017 ee booked thru an agent who gave us the wrong room and instead of a king size bed we got bunk beds we contacted the agent she said that she had to book thru a direct carnival agent because we had a credit from a cruise we had to cancel last year . We contacted carnival and they blamed the agent the agent blames carnival and two adults who are handicapped with severe back issues were forced to sleep in bunk beds . Then upon boarding the ship and entering our room we find it disgusting with drinks spilled all over the walls and had to kill a roach climbing on the walls. The food was disgusting and I got food poisoning the first night. Then the towels had blood stains on them and holes in them. The slot machines kept glitching and taking money. The ship had rust and holes. I will never ever sail Carnival again. I have sailed numerous times on numerous cruise lines and I have to say that it is the worst experience ever for.myself and my husband who is a first time cruiser. I am and will be letting anyone I know not to cruise with carnival because of this experience.

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---------- Forwarded message ----------
Hi, my name is Cherise Solomon. I have been a loyal customer since 2013. Unfortunately, I'm emailing you today about a complaint. I am very frustrated because my trip was canceled, due to the fact that I wasn't told to call in before 18:00 on the April 21st. No one will accommodate my party and I. I can make a payment but can't afford to pay until May 4th or the 11th, the sail date is July 13th leaving Tampa, Fl to Havana, Cuba. I am also very upset about my last cruise in March, the bus shuttle Carnival provided for us almost crash, I hit my head and went flying. I contacted guest care last month in regards to the situation and never heard back from them. I hope that you will get back to me regarding this matter. Thank you

My Husband and I sailed on the Carnival Glory - April 15 - April 22, 2017 This is not our first cruise. The ship has very bad, rust on the balcony and holes in the window curtains. There was a smell in some areas that you could not figure out what it was but not pleasant. There is a very loud banging noise coming from a deck above the Amber Palace. Someone said they were repairing something but it was the whole time we were there. The toilet would not flush, several attempt's to get that corrected. The lounge area had sticky dirty tables, which we watched the crew wipe the tables with a dry rag. The elevators were not running properly and most times you had to take the stairs because the wait was between a half hour to an hour. The elevators would just be stuck on a certain floor. The entertainment was poor, you could not hear the singers and when you could, they were not in tune. They were also pumping something into the air at the Palace which made it hazy. The food was terrible in all areas including the dinner rooms and the most disgusting thing was I was served moldy waffles on Wednesday April 19. In the Platinum Lower Dining area, open seating. The Server took my waffles and then the head of the kitchen came to apologies. I was then served sour milk for my coffee on Friday, April 21 which they exchanged and apologies. I could have become very ill on either one of these situations and I hold Carnival responsible for neglect and want a refund of my monies. I think you need to refit the Glory, she is unfit and hurting the companies reputation. Georgine Webber Folio # 5980 VIP Club # [protected]

To whom ever this may concern. My husband and I were scheduled to sail on the carnival triumph on April 20th 2017 but due to raining whether and accidents the traffic were slowed down causing my husband and I to miss the ship. However we made it in to New Orleans after traveling many miles to aboard the the Carnival Cruise line ship only to see it sail away. After speaking to several of Carnival Cruise representatives it's like I hit a dead end.Can someone help me please. I only won't another Cruise or my money back. Please help!

Quantity was your main concern on the victory. The Food that you served was offensive. After taking the Vista and then coming on the ship it has left such a sour taste in my mouth. I am still deciding if this is because of the food that you serve me or if it was because of the rude gesture of sending over a $40 bottle of wine. In addition to this my brother who I paid full price for as an adult was sleeping on a cot with springs exposed and no blanket covering for the first three days of the trip . I expect American express card to be refunded in full for the trip. Govern yourself accordingly.

Booking # 1ZT1B6: My husband and I had reservations for our anniversary to sail to Jamaica February 12-17, 2017 out of Fort Lauderdale. Upon our arrival the day of boarding the ship and settling down in our cabin, I received an emergency call from home in Georgia that my dad wasn't responding and that he may not survive. We both had insurance and have filed and already have received $250.00 each from the insurance company. We are requesting the remaining balance to be forwarded to a future cruise. Thank you in advance.

The Gilyard's

Very upset past customer. We went on carnival Freedom out of Galveston Tx in 2015. There was sewage trouble on our deck right down the hall from our cabins. They has to get fans pit and try to clean up carpet up in hall way. I went to front desk to complain due to smell. Was told was working on it. So 3 or 4 days after when was checking out said something again. Was told to call Carnival customer service. So I did and was told they would give every o e in our group a 50 percent discount on next cruise. Well I called about 2 or e months ago to book and of course they could not find it.After being on phone for over and hour they said they found it and wi. Was ready to book to call back and they would appt it. I even so firmed again. They is 50 percent off and each person. Not a room. They said correct each of is has 50 off per a person. Well we are ready to book so I called In and first we had vip offer. They pulled my husband name and said there was no offer like that sent to him. I advised them I am loved I to the account and reading it to them from his account. They said no they did not see it. Bus seen that offer I see my son name. Well my son has went with is every time. So how could he have it and not my husband have one and again I am looking at it now address to my husband. So I gave her his VIP number and that was not the one they had. So asked them to try it
They told. That number does not belong to my husband. I again said I am loved into his account. It says hi and my husband name and this number. And the offer. So she asked for it again and she found him. And the offer. But again what the offer said was not the same price they have me. Questioned it and went to d and round with them did not make since what they was saykng. So said forget it. Advised her of my discount for issue on last cruise. And was told no notes about any of that.wemt though the whole store with them again they do see any info or any inside rd on that cruise. Again. Told her there was issue and they just seen after going round and round with thwm. She put me on hold and came back they do u d it but now it is on my 15 percent. And with off the amount she said would owe still not adding up. I told her no it was 50. Bit she ignores it and keep asking did I want to book now. Advised no. Everyone we cruise it is with them and 1at time had issue. And to be told one thing the day I we got odd cruise and then calling in and tool for every but found it. And would be noting account for everyone in our group. Was promised would not have and issue when I call back in. Again. Was told this by both agents . But tonight pretty much told I was a pure on both issue. Then was told oh we found it but oh 15 percent off.Tgus is just not right and told her I will take my business to another cruise line we have all ways used carnival but guess you guys don't care at least your agent did not.