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1.4 214 Reviews

Royal Caribbean Cruises Complaints Summary

21 Resolved
193 Unresolved
Our verdict: With Royal Caribbean Cruises's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Royal Caribbean Cruises reviews & complaints 214

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10:18 pm EDT
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Royal Caribbean Cruises Explorer of seas

On December 2009, we cruised on Explorer of the seas, with our 5 year old son. All in all the ship was great, with many activities. In general, lines for embarkation, and to get off of the ship for excursions were disorganized, and seemed to take long compared to Carnival. We missed an excursion, due to following the cruise line's instruction as to where to drop our child for day care in haiti. As we waited an hour in line, then were going to get on the tender boat with the child as told to do, we were instructed to go to the end of the line, as the child could not board. I told the personel that this is what we were told to do. Take the tender to haiti and drop him off at the on Island daycare, then go to the parasailing. I returned to their excursion desk where i had recieved the original incorrect information. the same man was working there. I told him to fix the problem since he was the one that misinformed us. He first stated that he never spoke to me before and basically called me a liar. Then after 45 mins arguing, our parasail money was at least refunded. The next day, we had an am excursion planned. The daycare was supposed to be open by 830 am. We got there and it was closed. Again i marched to the desk, and argued once again, that we would miss our next excursion. They could not reschedule us, as the excursion only left at that time, so I relentlessly argued until they did accomodate and open the daycare for my child. There was not enough sitting room in lunch and breakfast area. we could never find a seat, and there i stood trying to hold two trays and hand feed my child. We tried ordering room service which in general took about 2 hours and was soggy or cold. Many people were vomitting all over the ship. our ship had the Norovirus. A lady vommitted under a bathroom stall and it went onto my son's shoes. By some luck, we did not get the illness. Other than the disorganization with the excursions, we did have an enjoyable cruise, with great service in every other department on board. The food in main dining was exceptional. our room was clean and they made special animals for our son out of towels every night. most staff members new my son's name by heart. After all of my complaints at the excursions desk, they did give my a 20$ on board credit for my troubles. HAHA.

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Lyn Becroft
109 Newham Drive, AU
Mar 07, 2010 8:28 pm EST

Recently we travelled with the above company on a cruise to Vietnam and Sanya. Sanya was our last port of call. We booked ourselves on one of the tours that the ship was offering and this tour was for the duration of 5 hours. Unfortunately we did not get to take this tour and most of our day was spent sitting on the ship to disembark and then lining up to go through Immigration and then sitting on the coach only to be told that we did not have enough time to do the tour. We were certainly disappointed. A meeting was had with a representative for Royal Carribean and the passengers who informed us that he would get back to us with some resolution. As at to-date this has not occurred and we would like some response. Looking forward to hearing from you.

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katelyn10111111111111
Conroe, US
Jan 05, 2010 3:00 pm EST

its just not cool never again will we use there cruises

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7:17 pm EST
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Royal Caribbean Cruises Extremely poor customer service

"without prejudice".

Ask 288 customers about the extremely poor customer service and customer experience on the Legend of the Seas between 20- 25 February 2010. Basically the Hotel Director and senior staff ignore customers' representations, provide no resolution to valid customer issues and provide misleading information. They do not deliver on what they promise to do and they do not answer emails at all. This is my personal opinion.

Watch this space for more information from other disgruntled Royal Caribbean International customers .

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PATRICIA STAMPER
Hartlepool, GB
Mar 04, 2010 3:59 am EST

TOTALLY AGREE WITH THIS COMMENT ORGANISATION WAS NIL

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PATRICIA STAMPER
Hartlepool, GB
Mar 04, 2010 3:58 am EST

I WHOLE HEARTEDLY AGREE WITH THIS STATEMENT, WE LOST ONE FIFTH OF OUR FIRST WEEK'S CRUISE AND GOT NO COMPENSATION AT ALL THE FAULT WAS DISORGANISATION AT THE HIGHEST LEVEL AND AS THIS WRITER STATES NO FEEDBACK FROM MANAGEMENT ONLY 'PASSING THE BUCK' WHEN ASKED WHY THIS PORT WAS IN THE ITINERY THE SENIOR PERSON ON BOARD STATED THAT 'THE CRUISE WAS NOT SELLING THEREFORE WE ADDED THIS PORT'! THEY BAITED THE HOOK AND WE WHERE CAUGHT. STILL WAITING FOR AN ANSWER FROM ROYAL CARIBBEAN .

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3:29 pm EST
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Royal Caribbean Cruises Bad christmas cruise

I’ve been fortunate to enjoy many fine traveling experiences in my lifetime, but my experience aboard the Royal Caribbean Voyager of the Seas during this past Christmas is not among them. I will never cruise again on ANY ship; I do not have any animosity toward Royal Caribbean; I do not want to be contacted by anyone affiliated with RC to compensate or apologize to me; I simply wish to warn others about making the mistake of booking this trip. You really need to accept giving up your freedom if you cruise.

My wife and I are in our forties and we travelled with our 17 and twenty-year-old daughters. I speak for all of them by saying this was hands-down the worst family vacation we ever planned. If you are considering taking the Royal Caribbean Christmas Cruise out of Galveston and you have teenage children, I strongly recommend you consider our experience. Here is the good and the bad:

Boarding in Galveston: Extremely efficient process. We stayed at the Hilton the night before and enjoyed a complimentary shuttle to the pier. Hilton parked our vehicle free.

Stateroom: Room was hospital-clean; however, there was a distinct sewage odor upon opening the door to the stateroom. The room attendant did his best to correct it, and his efforts seemed to help initially. By midweek, we realized the odor was not emanating from the bath but from the ventilation system and it was affecting the adjoining room occupied by my children. RC was very courteous about the problem, but could not repair it and could not relocate us on the ship because there were no available rooms.

Luggage: Everyone in my family received their luggage except me. I finally got mine at 11 p.m. and would have had it sooner if the staffer who called me could actually speak reasonable English. By the time I got to sleep Sunday night, buyer’s remorse was setting in and never really ended for me.

Food: We live in the Dallas area and are certainly spoiled by great restaurants. The food on board was not bad, but certainly lackluster. Aside from the nice presentation and the opportunity to replace any dish you did not like, it is definitely not remarkable unless you appreciate quantity. The ship faces a daunting task trying to feed 3, 000 people in short time periods, so make your mind up before you go to expect somewhat bland food for an entire week. Plan ahead to pay for the upgraded meals occasionally to break the monotony. We could not wait to eat something with some spice in it when we got off the ship. I know we are spoiled; it’s just that I would never plan a trip where I eat hotel food for seven days.

Staff: Very friendly and genuinely engaged all of us. Unfortunately, my stateroom attendant seemed to be in fear of me since I repeatedly told customer service about the odor in our cabins. It was not his fault but apparently he was blamed. I did see a technician working on the air handler in the hallway but the problem never went away.

Weather: Probably the most compelling reason you should reconsider this trip. It was 47 degrees in Galveston upon departure and still too cold on Monday to be on deck. We had good weather in Cozumel, Grand Cayman and Jamaica, but a storm appeared on Friday after lunch and it quickly became too cold or windy to enjoy the deck. My teenagers had a misconception that they would be in deck chairs for most of the trip, but with the exception of Friday morning, it was too cold.

Age of children: Royal Caribbean can’t help this, but there is very little for a 17 and 20 year –old to do aboard this boat. If you have small children, perhaps pre-middle school age, I think it would be fine.

Excursions: Without getting too lengthy here, the excursions are fine but the mechanics of getting so many people off the ship and onto shuttles takes up too much of the days ashore. Yet another compelling reason to take your dollars and fly to a resort of your choice and not have to deal with lines and transfers. It isn’t that RC isn’t well organized, it’s just a time consuming process to get 3, 000 people where they wish to go. I cannot imagine what it would be like on their newest, even larger craft. In Jamaica, I hired a cab to take us to a private beach just so we could avoid the shuttle herds. I regretted doing so on the return trip back to the ship because beggars were tapping on the windows of the cab and my daughters were justifiably frightened. I really cannot imagine why RC stops there.

Communication: I own my own business and unfortunately I always travel with the laptop and cell phone. I’m used to paying some high fees, but the rates aboard the ship are the worst I’ve encountered anywhere. I did make arrangements with AT&T before the trip so I could concentrate my cell use while ashore and not on the boat where it’s $6.95 per minute. The web speed onboard was excellent and I had no email issues.

Departure: My bill came to my room as promised on Sunday morning, but not without an overcharge. I got to wait in line at customer service only to be told the computers were down but they would correct my bill. I told him a final time about the odor in our room and he said he would make a note of it. He made no such note and some other poor souls spent a week the same way we did. I know that computers fail everywhere, but it did disappoint me again when my visa bill arrived without the correct charges and I had to call RC and write a letter to Visa to protest the charge. RC did agree to correct it.

In summary, we just don’t get it. My family felt trapped in a hotel for a week with the exception of the three days of excursions where more time is spent on the transfers than on the activity itself. If I had flown to a destination and had the sewer odor problem, I would have cut my losses and returned home early. I realize many people enjoy cruises, but my family got a good lesson in making the best of a disappointing situation and we learned how much fun we’ve had on our other vacations enjoying our FREEDOM. For my family, we enjoy doing what we want, when we want and eating when and wherever we wish while on vacation. Other than the Disney trips when the kids were little, we don’t go places where we stand in lines. I backpacked across Europe after college and stayed in my share of unpleasant accommodations, but I would never consider putting my family in those conditions, especially not when trapped aboard a ship. My last thought before drifting off to sleep each night was wondering if Legionnaires disease had an odor.

A final humorous note: we took advantage of the early departure offer and carried our own luggage from the ship. The Hilton shuttle greeted us at the dock and we were quickly transferred back to the hotel parking area. You could sense the relief as we closed the doors on the Suburban to make the drive back to Dallas. We had only travelled a few blocks before my wife asked “My gosh, do you smell that? It’s following us!”

The unpleasant odor of the staterooms had permeated our luggage. We pulled into a Starbucks and drank coffee while watching the open windows of the Suburban!

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andrew Kent
Chciago, US
Feb 14, 2011 6:54 pm EST

I was on a Xmas cruise recently (2010) on the Allure of the Seas and was fondled by a man while in the spa having a shave and neck message. I am male and reported this experience immediately to the ships security office. Has anyone else had a similar experience on the Allure or any other RCCL ship recently?

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antannie
Tucson, US
Feb 17, 2010 1:34 pm EST

Having been on RCCL once and several other cruise lines many times, I am sorry that you had a difficult time. Let me just say this in defense of RCCL. I went on a cruise to Hawaii on RCCL which departed from Acapulco Mx. A few days prior to leaving I developed a back problem. The arrangements we had made were 3 to a cabin with me getting the top bunk. I was the youngest at 50 something so I thought it right that I did the climbing. To the point, I found that I could not do the top bunk so I checked at the pursers desk if I could purchase a stateroom so I could be comfortable. Not only did they move me, they did not charge me one cent. I had a stateroom completely to myself.
As luck would have it I happened to fall from a bus while in HI. and did not go to the dining room that evening. I received a phone call from the wait staff in the dining room inquiring about my health as they had been told why I wasn't with my party.
I could not have wished for more care and concern. I personally would not hestitate to use
RCCL again as my vacation host.
P.S. If you want a cruise line for teens or betweens, I might suggest Carnival. I did not personally care for the food etc. aboard that line but there were plenty of activities for the younger set.
One might also want to fully investigate if a ship offers what you would want prior to booking a trip. The websites they all have are great for detailing what ammenities they offer.

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Royal Caribbean Cruises Don't use

After retired, my family and I planned the trip of a lifetime, a Mediterranean cruise. We booked through Royal Caribbean since we had enjoyed cruising with them in the past. All flights, hotels, and the cruise, were booked through the cruise line. Things did not start out well. Our flight was cancelled and we missed the sailing of the ship.

We spent two days in airports, sleeping in chairs or on the terminal floor, while we tried to connect to the ship. We finally caught up to the ship, however, we were exhausted, and and in need of a shower! We had missed two days of the cruise and pre planned shore excursions.

Since all travel had been booked through the cruise line, I hold them somewhat responsible for the air travel fiasco, as well as the cruise. Other things that happened were: continuous problems with the plumbing in our cabin, a bus on one of our tours breaking down, and the French authorities not allowing us to land due to swine flue concerns.

Royal Caribbean's response was to say they were sorry and give us credit for the cruising we had missed, although I believe they shorted us on the credit. Although they did apologize, they did not acknowledge any responsibility for any of our misfortune. I will not use this cruise line, or any of it's subsidiaries again.

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Really?
San Diego, US
May 08, 2010 11:06 pm EDT

So if I understand this correctly...

It's Royal Caribbean's fault your flight was cancelled? Since when do they fly?

It's Royal Caribbean's fault that French authorities prevented your arrival due to swine flu? I didn't know a cruise company had this kind of power!

Whatever...

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8:26 am EST
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Royal Caribbean Cruises Cruise to haiti

I just wanted to post my feelings about Royal Caribbean sending cruises to Haiti. Is it just me or does it sound like this cruise company only cares about the money they can make for themselves? With how many people are injured and continue to die, Royal Caribbean should be sending cruise ships full of aid supplies rather than snotty tourists. I'm a Marine veteran and while I was in Iraq we completed many humanitarian missions, which is why this makes me sick. How can you ignore the realities of the world you live in, and continue like nothing ever happened?

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Really?
San Diego, US
May 08, 2010 11:20 pm EDT

Great suggestion Sue280!

Let make matters worse by also ruining their already fragile economy. I mean why not...Theirr homes and businesses are gone, let's take away jobs too.

You are entitled to your opinion because this is America and brave Marines like the OP are here to protect you. But in my opinion you couldn't be more wrong on this issue.

Have a nice day.

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sue280
Matamoras, US
May 03, 2010 1:36 am EDT

I agree it is an absolute disgrace that they continue to send cruises to Haiti. They are just one of many that exploits that Haitian people. One of their " donations" they delivered on a cruise in Feb. was a load of used mattresses. The people lost the roofs over their heads, did they really think mattresses would be on the top of their wish list? I guess if you are capable of lying on a beach knowing hundreds are dying about 70 miles away you'll have a great time. Just remember its only a fence separating you from thousands of desperate people so you may want to rethink that. I would never go to Haiti on a cruise, I would never support the corrupt goverment and I have always supported aid to the people from our church. They have nothing before the earthquake and its beyond comprehension how bad it is now and it is not appropriate to send cruises there as it's just greed on the part of the cruiseline. And it IS HAITI! So many think Labadee is a completely separate entity, it is NOT you are IN Haiti! I cruise all the time but refuse to support corrupt goverments that starve their own people. I had the laugh the other day as someone said oh but Royal Caribbean gives the poor people all the left over food from the BBQ on the beach. Yeah that's real generous, lets give them the left overs and used mattresses! Do you know Royal Caribbean takes a cut from the vendors they ALLOW in to sell their things? Yeah, real generous! Boycott the cruises going to Haiti, send a clear message that you will not be part of exploiting the people who are at the mercy of their goverment.

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mrmark
Archbald, US
Jan 22, 2010 9:14 am EST

First off, what makes you so high and mighty compared to those “snotty tourists” you know so much of? Maybe you should get down off your pedestal and review the facts.
While Royal Caribbean is still cruising to Haiti, CEO Adam Goldstein is prepared to donate one million dollars to the relief fund (which is actually more than some countries such as New Zealand, Greece, The Russian Federation, and many others) as well as donating supplies for each ship that docks. Royal Caribbean has also set up a system for their passengers to donate via their ship credit. This may be just an opinion; however I feel that after visiting that country, passengers will not be that reluctant to donate money.
One must also consider economics. Tourism is a vessel of cash flow that must be appreciated by many Haitians, especially in these dark times. What good would stripping a source of income for the island do during times of tragedy? The fact is your average “snotty tourist” is not exploring the destroyed nation on a servant driven chariot, holding a glass of scotch in one hand with his nose up in the air, praying to every major and minor deity he could think of that no one beneath him will engage a conversation. As someone who has been on a cruise and has been to Haiti could contest, you go to the beach, buy wooden and stone souvenirs and appreciate the beauty of the island. I truly cannot understand what makes you so sick, the idea of charity?
I am also not naïve. I do not think that the Royal Caribbean corporation has solely decided to continue to go to Haiti in order to aid the little island nation. However that being stated, there is nothing wrong with symbiosis: The cruise line is able to continue to dock at Haiti and in turn provides the nation with aid. I may be wrong, but out of all of the activists and individuals who believe the Cruise ships are not being respectful of tragedy, how many of them speak for the Haitian people or government? If the nation that experienced the disaster wished the ships not return for a period of time, I believe they would be able to discover a legal way.

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Royal Caribbean Cruises Rude service

I can't tell you how disappointed I am with Royal Caribbean and Oasis of the Seas. From start to finish this cruise was a disaster in the making. I don't blame my travel agency (Ready Set Go Travel), they did everything in their power to help correct all the problems I experienced on board.

Where do I start? The ship is a small city. Gone are the personal touches. Gifts ordered by both ourselves and our travel agent were NOT received (yet Royal Caribbean had BOTH orders on record).

Our cabin attendant didn't clean. Our beds sheets were NEVER changed. I intentionally placed an ink mark on the sheet. In 7 days the sheet was NEVER changed.

Rude passengers everywhere. Forget "My Time Dining" more like when we can seat you dining.

Horrible ports. The ship is simply too big. It's fiasco from the minute you board. This is a case of bigger is NOT better and I will NOT return to Royal Caribbean after the rude, uncaring service I received.

I spend a lot of money booking two to three cruises each year. This is my LAST time with Royal Caribbean or any related cruise line.

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sviviano
Tallahassee, US
Jul 07, 2010 10:35 am EDT

wow, I am very sorry to hear this. I always thought it was a good line, such a large boat and all. Crazy stuff. I found a helpful page here,
http://caribbean-guide.info/cruises/
They have some lists of cruise lines and a few suggestions and tips when planning a cruise, hope it helps, and your next cruise is more enjoyable than this one. Take care and come see us in the Caribbean!

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sue280
Matamoras, US
May 03, 2010 2:08 am EDT

It's not the first similar type complaint I've heard about the Oasis and I also know many of the crew are not happy either. There is such a thing as too big and unfortunately that is what the Oasis is.

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Really?
San Diego, US
Dec 29, 2009 8:30 pm EST

I was wondering what the reviews of a 6, 000 person ship would be like.

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Royal Caribbean Cruises robbed

The Voyagers of the Seas is a beautiful cruise ship, but be for warmed it is very dangerous, especially for women traveling with girlfriends. Husbands watch your wives and children. I know first hand there is a dangerous criminal who works on board, he preys on women. His name is Rafael Rodriguez. He is from the Dominican Republic, he works in one of the dining rooms in one of the larger restaurants. Rafael is very charming, but dont be fooled he preys on women, single and married women. His goal is to get to know you, so he can steal your money; he will go to any lengths to rob you.DO NOT ALLOW HIM TO SERVE YOU DRINKS! I know because I am a tourist who was violated by him. His accomplice is his wife, who is also facing charges. Be careful he is violent and ruthless, Rafael is wanted by the police back in his own country, is awaiting trial for Criminal and Civil charges against him. Again RC is aware of the criminal activities Rafael is involved in, in fact they make it possible for their employee to continue, as they continue to employee him. I have spoken to other women who have also traveled on Voyagers of the Seas (check Facebook) who also have been violated by him. Sadly two of the women are afraid to come forward. The Company, Royal Caribbean is aware of Mr. Rodriguezcriminal activities, they refuse to get rid of this employee, he remains on board. Think twice about traveling with this company, since the security of Royal Caribbean guests is being compromised, as the company is obviously not particularly concerned with the safety of their female passengers.

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redchic1978
Vineland, US
Oct 01, 2009 1:15 pm EDT

Wow, they should make that into a Lifetime movie.

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Royal Caribbean Cruises Lost all luggage

My husband and I have cruised for over 10 yrs. We have a trip 4/11/09-4/18/09, we checked luggage at port of Miami, watched them tag it, and put correct room# on, bag's, 3 of them. Never saw them again, we cruised 7 days, nothing, no clothes, toiletries, shoes or cameras. Royal gave us a $200.00 voucher for their online shop, (after 2days)have you ever shopped on board, we purchased 2 bathing suits 1 T-Shirt apiece. There does that $200.00, cancelled excusions, had no long pants or sneakers, can't attend formal, was told "NOT ALLOWED IN EATING INSIDE WITHOUT, SHORTS OR LONG PANTS, ..it was a total waste of $3500.00, plus airfare. Royal stated they ARE NOT RESPONSIBLE FOR LUGGAGE AT PIER, THEY DO NOT HIRE, THEM...BUT WAIT..they sure are responsible since they outsorted the job. Long story short ending, they had me spend 5 days itemizing all the items, item description, approx.date purchased, approx. cost. so I did typed it and mailed it. YOU KNOW ALL ALONG ROYAL KNEW THEY WOULD ONLY REPAY $600.00, TOTAL TO US. MY LUGGAGE AND TOILETRIES COST THAT MUCH...WHAT A TERRIBLE HORRIBLE COMPANY THIS IS AND I WILL SEND AS MANY EMAILS AS I CAN ABOUT THIS, AND HOPE NO ONE EVER HAS TO GO THROUGH THIS AGAIN...YOU TALK ABOUT '''''''NO, NOT ANY CUSTOMER SERVICE, '''''HANDS DOWN ROYAL SHOULD GO OUT OF BUSINESS, AND STOCKHOLDERS SHOULD BE AWARE OF THEIR PORR UNFRIENDLY, UNCARING, RUDE WAY OF HANDLING THIS SIUTATION, SO BASICALLY WE WASTED OVER AIRFARE AND CRUISE, $4, 000.00, I SPEND DAYS TO COMPLETE THE FORM KNOWING NO MATTER WHAT I WAS ONLY GETTING A MAX. OF $600. FOR BOTH OF US...BEWARE PEOPLE, THEY ARE A SORRY EXCUSE OF CRUISING AND CUSTOMER SERVICE...TERRIBLE..I AM STILL CONTACTING PEOPLE. BUT, YOU ALL MUST READ THE ARTICLE, WHERE '''ROYAL CARIBBEAN BANS COUPLE FROM SAILING DUE TO COMPLAINING""" READ IT..TERRIBLE.

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Update by royalcaribbeanfails
Mar 09, 2011 2:36 pm EST

THIS COMPANY HAD NOTHING ELSE TO SAY WHEN I SENT LETTERS TO MANY SHAREHOLDERS, BOARD MEMEBER, ORGANIZATION FOR ROYAL, NOOTHING, AND STILL AS YOU HAVE NEVER SEEN MY LUGGAGE AND WAS GIVEN NOT EVEN ENOUGH TO COVER ONE SMALL BAG.

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tylerjfrost92
Jefferson City, US
Apr 02, 2011 11:49 pm EDT
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You know, I bet they look for the expensive looking bags and steal them. And sell them. That is what it sounds like to me. IDK.

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lucille pelletier
Laval, CA
Apr 02, 2011 11:44 pm EDT
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Royal Carribean a perdu les bagages de ma compagne de voyage entre le port de Valparaiso (Chili) et l'aéroport de Santiago, le 19 déc. 2010. Ils n'ont jamais répondu aux nombreux courriels qu'elle leur a envoyé, ni à la lettre enregistrée. Aucun accusé-réception, jamais. Aucune excuse, aucune explication, aucune nouvelle de la valise, aucun dédommagement. Nous ne voyagerons plus jamais avec cette compagnie.

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mellyube311
Miami, US
Jun 25, 2009 8:26 pm EDT

I agree with you completely. I scheduled the tour in Venice, Italy for 10 days for 8 people, 8 people ! That's a lot of business. Somehow, my luggage was the only one that disappeared.

I did all of that you mention in your complaint, They lost my luggage too in venice, Italy, and then told me they were looking for it everywhere. I watched them tag it and off it went in the port. They had me fill out an itemized form with everything, and then when I got back to miami (my hometown), they said I had to talk to the miami branch and fill out the itemized form AGAIN.

Here's the best part. I fill out a complaint stating the luggage that they lost was my favorite Coach luggage (a really nice bag) and with everything that was in it, it cost me approx. $ 600.00. I wait, and wait, and wait (after around 3 MONTHS) I see a check in the mail, for $ 116.00?!

If I would've known that they would only pay me $ 116.00, I would probably not spend so much money doing all that work, and spent it more on getting a lawyer. One thing is for sure, I will never never travel with ROYAL CARRIBEAN again. And I travel A LOT. and I will tell anyone who would listen that they lose your luggage and then they don't pay hardly anything. Ridiculous company, will NEVER NEVER NEVER deal with them again. THey absolutely don't know what customer service is.

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Royal Caribbean Cruises - Horrible customer service

Royal Caribbean Cruise Line- Reprehensible customer service! Shame on Royal Caribbean! My family has been planning our first ever cruise since May of 2008. We were all set to go on our cruise on Monday March 23rd. Unfortunately our 6 year old son who had blood clots at birth, resulting is a stroke, the loss of one arm, cerebral palsy, and epilepsy had a...

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Royal Caribbean Cruises Toxic fumes

We booked a cruise directly with RCI, instead we ended up in a reconditioning/construction zone. Imagine being on a cruise ship, for a well-needed vacation, that you paid good money for, and you end up being in TOXIC FUMES for approximately 7 days of your cruise. We went through paint scraping, painting (marine-based paint), tearing down of walls, putting up walls with SPRAYED ON GLUE (maintenance workers wore respirators), the tearing up and putting down rugs in our entire stateroom area! All this with NO FANS and NO VENTILATION.

We all had dull headaches, flu-like symtoms, not to mention we were all cranky.

Areas were closed off, we constantly had to use the elevators to go up and down to cross over mid-ship.

The fumes were in the hallways, elevators, our stateroom area, even the dining area!

AND WE PAID FOR THIS!

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antannie
Tucson, US
Feb 17, 2010 1:37 pm EST

Is this RCCL or Royal Cruise Lines? There is a difference.

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Royal Caribbean Cruises - Royal caribbean victim

Save your vacation, run screaming from RCL. On Royal Caribbean, you are vacationing cattle, held captive to be herded and milked dry. You will encounter all manner of crass, tacky scams designed to wring every penny from you before you are hustled grumbling home. Royal Caribbean brings new meaning to “shake down cruise”. Tips for Royal Caribbean...

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Royal Caribbean Cruises Awful experience!

My wife and I wanted to see the Mediterranean area as a nice second anniversary trip. In the past, we have traveled on land tours and have enjoyed seeing many countries in Europe, Asia, and South America. This time, however, we felt that a cruise would be the best option to see these coastal areas.

Upon arrival in Rome, Italy for our cruise, the problems started.

Royal Caribbean reps told us to get our bags and wait for further instructions. Our transfer ticket stated that we would get a orientation tour of Rome if we arrived early (which we had). So, we were looking forward to that. The agents promised us that the tour would begin as soon as we got outside the airport. But, after we were herded into a pack of our tourists, we were informed that the "traffic" would prevent us from doing a tour. This is a strange and unbelievable excuse. We rode on a bus to Civitavecchia.

At the "holding tank" area, we sat for at least 30-40 minutes without being told what was going to happen and when. Suddenly, we were informed that the ship would be opened and boarding could commence. People rushed to the entry way and we were again herded onto the ship in a tiresome manner.

Once inside, our rooms were not ready and we had to wait in the WindJammer cafe and eat. The food in the main cafe (as we found out throughout the cruise) is similar to going to a Golden Corral buffet or perhaps some other American style buffet restaurant. While palatable, the food is mediocre and tiring at best.

Rooms: The rooms are VERY small and uncomfortable. My college dorm room was FAR better and cleaner than the room we had on the ship. I had trouble sleeping every night and the walls creaked, crackled, and popped all night. Also, the ship turns off the A/C at night and it gets REALLY HOT in the middle of the night.

I woke up sweating many nights. Also, there is no water in the room (or nearby) except for expensive bottled water. The shower was VERY small and the curtain was ineffective at keeping water off of the floor. My wife and I constantly had problems with the shower curtain.

Excursions: The Royal Caribbean excursions were hit or miss. The ones to Egypt, Turkey, and Capri/Sorrento/Pompeii were fairly good. The ones to Rhodes, Cypress, and Athens were awful. In fact, the one to Cypress actually omitted a scheduled activity because we were supposed to visit a castle. Incredibly, we did not get to see this even though we paid for the tour. The guides on the bad tours were also rather bad. They rambled at a consistent monotone as if they were doing a lecture for the 1000th time without concern for whether we could hear. One guide in Rhodes, for example, lectured about everything under the sun to kill time while we waited 50 minutes for people to use the restrooms. So, a good chunk of that tour was outside the restrooms of Rhodes!

When we complained about the bad tours to Royal Caribbean reps, they just said to fill out a form and they'll get back. I thought this was a poor response and asked to see a manager. They were VERY reluctant to even allow us to see a manager. The manager merely parroted corporate policy and seemed to interrogate us as to why we would be upset!

The deal is that if you don't like something, you can file a complaint and you won't hear the result until THE LAST DAY OF THE CRUISE. The reason, I think, is so that you won't cancel any other excursions and won't get any more upset.

On the last day, they refunded us 20% of two excursions for our troubles. This amount seemed arbitrary and was part of a form letter attached to the refund.

Overall, I must say that the tours were well below what you'd see with something like Globus, Trafalgar, Cosmos, Brendan, etc.

Facilities on Board: The ship itself does not have all that much to keep you occupied for days at sea. The golf course is very small and has a few holes. It might keep you occupied for an hour. The climbing wall was interesting and took maybe 45 minutes (including the line). The library/game room is nice in theory. However, like much of the ship, it is first come-first served. People swarm to the good games and books. So, for instance, the game of Scrabble was usually out. We ended up playing the Spanish version of Scrabble :)

The gym was nice with one big exception: IT WAS HOT. If you plan on running on a treadmill, you will nearly pass out from the heat. There is no fan in the gym, poor air circulation, and no way to get air flow in there. Also, there is no water except for a small water pitcher near the spa (which is usually almost empty). I felt like I was going to sweat to death in there. If you try running on the upper deck, it will be nearly impossible because of people lingering around up there.

The computers and internet on board are acceptable. However, the connection will be worse than most high speed access you use at home. I paid $55 upfront for the privilege of having the $0.37/min package. That goes fast given the slow speeds. I could check emails and correspond well with people back home. However, you cannot really download email attachments or use Word while at sea.

Staff: Many of the people at the burser's desk, excursions desk, or any other customer service post simply give a robotic response that no one is available to give an immediate resolution to the issue presented. They never have authority to solve your problem and act rude in light of simple questions. I saw the burser people treat one elderly lady very harshly on the final day of the cruise when she asked them to remove a charge she did not make. They said they could not help her until later. She was upset because she was leaving that day. This did not concern the burser and he replied, "well, we'll be here."

Poor information: As big as Royal Caribbean is, you'd think their instructions would be crystal clear (after all, their legal disclaimers seem to be!). This is not the case. On many occasions, the tickets had incorrect information about where to meet. On the last day, for example, it said to meet in the theater on Deck 4 for our group to be called for the transfer to the airport. We went to the theater at the appointed time and it was CLOSED. No signs or anything. We went to the bursers desk and asked them and they said to try Deck 5. We did that and no one was there. Finally, a maid told us the transfers just go to Deck 1. When we finally got there, the bus was about to leave without us! I was very upset because our tardiness was due to their own poor instructions.

Medical Center: For some reason, I got very ill on this trip. I don't know if I got sick on board or from visiting Egypt. I knew to wash my hands and did so regularly. So, it's hard to say. But, in any event, I was so sick that I could barely walk down to the medical area. I was treated with IV antibiotics for two days (which, as I heard from other cruisers, is what they typically do). In the end, this cost us $1, 500.00 in fees. The doctors were foreign trained (i.e. Colombia, Poland) but seemed decent. I was shocked, however, at the drugs because they were Chinese made pills in a little envelope. When I got home, I went to my doctor and got a new prescription. These same drugs were free at my local Publix. On board, they cost $161.00.

Waiters: I must say that our waiters were excellent and this was one positive aspect of the trip.

Food: They only serve Americanized food (and 1 Indian dish as Vegetarian). You will NOT get to sample the local foods from the ports!

Security Staff: The Security people are rude and will literally throw your bags into the x-ray if you do not move fast enough. Also, they confiscate any wine you might buy in the ports and only return it on the last day.

Overall, I wholeheartedly DO NOT recommend this cruise or this company. Please save yourself the money and pain we experienced and try something else.

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hayoufail
Wakarusa, US
May 29, 2009 9:29 am EDT

I am sorry you didn't have a good time but it sounds like some of your complaints are superficial. It isn't the cruise line's fault that the other passengers decide to hang around outside. There is also nothing wrong with foreign trained doctors, I have been treated by foreign doctors and turned out just fine.

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pam Hamidy
,
Jul 31, 2008 5:11 am EDT

I had a very similar experience and just got back from a mediteranian cruise and the staff was horribly rude . if you have a choice and can avoid royal caribbean you should do it and take a different cruise line

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Royal Caribbean Cruises Bad customer service

Buyer Beware applies here. I just got back from a Caribbean cruise on Royal Caribbean's Freedom of the Seas. It was barely 'okay' because after spending a lot of money for the cruise we got on board only to find that so many things cost extra like juice at lunch, the arcade, yoga classes, and band-aids. (They wanted 50 cents for a band-aid.) All these extra costs ruined the rest of the cruise, and they don't care! The food was okay but there really wasn't a lot to do on the largest cruise ship in the world. My suggestion: go when it's cheap or don't go at all! Spend your money on a trip to Grand Cayman or Kauai where you're not at the mercy of other people! If you do go on a cruise surf the net for complaints like this one.

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Grandmabee1o1
Lyons, US
Apr 25, 2011 6:54 pm EDT

My first RCI cruise was on the Granduer in 1998 (It was my fifth cruise) Our only complaint was a glitch with one of our boys cards. He couldn't buy anything. They took care of that - No Problems. I have since been on 7 more cruises with various family members and groups up to 44 people) Five of them on RCI, Voyager, Explorer 2 times, Adventure, and Freedom. I have no complaints! On recommendations by our travel agent for a last minute cruise, we sailed on Princess' Crown Princess. My husband and I just got back four weeks ago tomorrow. We are going back to RCI for a cruise on the Oasis next october with our large group, who warned us not to stray.
Princess was just not up to the standards of RCI, In service and ESPECIALLY in cleanliness! They did upgrade us to a mini sweet at the last minute. This was nice as it was our 37th wedding aniversary!
As for the complaint about all the little thing they charge for on the cruises, My first sailing was in 1988 and as far as I can remember, it has always been this way.
My best recommendation is for people to book a balcony cabin!
Five of our first six were inside cabins or promenade cabins. I have too save a little longer, but it is definately worth the extra money!
We are CRUISE LOVERS we will go as many times as we can. We may try another line occasionally, but RCI to date is the top of the line as far as we are concerned!
Grandma B

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sue280
Matamoras, US
May 03, 2010 2:02 am EDT

Yes, there are many extras you can buy on a cruise but the choice is up to you to buy them. You can go on a cruise and not spend a penney more if you choose or you can spend thousands more on alcohol, internet, excursions, shopping, specialty dining venues, etc. It's your choice and I agree they do tell you up front, soda and alcohol is not included and juice is only included during breakfast hours. As for the bandaid it's no secret medical costs on any ship are a fortune and we always carry first aid kits to have the basics like baidaids and OTC meds just like we would on a land vacation. A hospital on land would charge your insurance company 5.00 for the same baidaid so .50 is a bargain! All cruiselines offer brochures, ticket contracts, etc. explaining all the details about a cruise. People need to take the time to read these things before they book a cruise so they know what to expect to avoid unpleasant surprises.

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hayoufail
Wakarusa, US
May 29, 2009 9:33 am EDT

I agree that there will always be extra costs on a cruise ship. I have been on the Rhapsody and had a blast. Everyone is told up front about extra costs, I am especially glad that the booze isn't free or the ship would be overflowing with drunks. So what if soda isn't free. I'm more concerned about seeing the world and spending time with friends and family.

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E. Taylor
,
Oct 31, 2008 9:19 am EDT

We have been on the Freedom twice and we LOVED the ship, the crew and the excursions. Any vacation is what you make of it. Of course, we spent most of our time on the Flow Rider and at the adult pool. There is always something to do and they tell you UP FRONT that you have to pay for juice, cokes and booze. We have already booked a cruise for the new ship, the Oasis and can't wait. I recommend the Freedom to all my friends and family. As a matter of fact, it was because of our videos and pictures from our first cruise last year that our friends went with us this year and throughout the entire trip, they kept thanking us for inviting them along and telling us how much fun they were having.

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Royal Caribbean Cruises The lens was cracked during the fall

Cruise on Serenade of the Seas
October 29, 2006 - November 11, 2006
Departing San Diego and arriving in San Juan

When we arrived at Aruba on November 10 and proceeded to leave the ship to go ashore I fell on the ship's gangway. The last section of the ramp, before the stairs, did not have any traction material on it and I slipped once I stepped on it. I fell backwards landing flat on my back with my camera under my right shoulder. Little did I realize that one of my camera lenses broke as a result of the fall until later that day when I attempted to use my camera. The lens in question, a Sigma 28-70 F2.8 EX, was cracked during the fall. My camera and lenses were packed in a Lowe Pro camera bag which helped to minimize the damage that occurred otherwise it could have been much worse.

I filed a personal loss report once I got back on board and was assured that the paperwork would be forwarded to Miami ASAP and that I should call on Monday to ensure it had arrived.

I called RCCL's head office on Monday (Nov 13) and was asked to fax all of the documentation including the original sales receipt for the lens which I did. I called back the following Monday (Nov 20) to get a status update and was advised that my file didn't contain any comments.

I waited for 2 more weeks and then called back again on Dec 4. I was able to speak to an agent and this time I was told that a package had been mailed out to me. When I asked what date the package was sent the agent replied "at the end of November". I said that I would wait for another week or two and if I did not receive anything by then I would be calling back. To date I have not received any package from Royal Caribbean Cruise Lines.

I called back on Monday, December 18, and was able to speak to an agent and was advised that Betty, a risk agent, was looking after my claim and was transferred to her extension and left a message asking her to call me with a status update.

I called back on Wednesday, December 20, and spoke with a customer service agent and was advised that the agent handling my claim no longer worked for the company. I called their HR department and explained the situation and asked to speak to a supervisor and was directed to Pamela. I left Pamela several messages and the original agent, Glenda Serrano, to call me back and haven't heard a word.

On Thursday, December 21, I called Royal Caribbean again and let the call transfer to the switchboard. I asked to speak to Betty and was advised that she no longer worked for the company. I explained to the operator that I had made a damage claim and was advised that Betty was assigned to my case. The operator said she was mistaken and transferred me to Betty's extension and had to leave her a message.

I have left numerous messages for Glenda, Betty and Pamela asking to be called back with a status update and these requests seem to fall on deaf ears.

On Thursday, December 21 Betty called me back and asked me how I got her name. I explained to her how I was given her name and Betty advised me that she wasn’t looking after my claim and that Glenda Serrano was the agent who is handling my claim. Betty said that Glenda was in a meeting and that she would pass on my message and ask Glenda to call me. Unfortunately Glenda didn’t return my call so I still don’t know what my claim status is.

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Vagif Tariverdiyev
, US
Jul 11, 2023 9:49 pm EDT
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No reply received on injury (medical report), while cruising with RC in April 2023. Multiple attempts to contact RC hospitality group (see reference on last email - Harmony Of The Seas / 22-Apr-2023 / 8557419 / 1-[protected] / Tariverdiyev

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Jeffrey Hildebrand
, US
Feb 25, 2023 10:02 am EST

on 2/16/2023 at 1:00pm EST - Agent - 130288 - refused to escalate to a supervisor after asking multiple times. Additionally, I had asked to be placed into the queue to speak to another customer service rep and was refused the service. This was a post-sailing call to resolve billings from Reservation: 7894166.

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Genine Perschbacher
Fairview Heights, US
Jan 23, 2023 9:37 am EST
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Dec 3, 2022 cruise to Bahamas on Sernade of the Seas

I am a diamond member, 19 cruises with Royal and 2 with celebrity. My husband who was a diamond member has passed away. I brought my male friend and we were not allowed to go the diamond member happy hour. If that is how you want to do things, I will find another cruise line

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Stephen Hill 1
HARRISTOWN Qld 4350, AU
Dec 06, 2022 6:26 am EST
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Booked and paid in full for cruise to Tasmania Jan 23 for 8 nights within 24 hours the price had been slashed by $150 AUD per person

Rang but no one cared or could give a reason

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Arnold Harris
Fernandina Beach, US
Sep 03, 2022 8:58 pm EDT

I booked a cruise on Harmony of seas 7-10-22 had a owners suite ate in the coastal kitchen for suite guest only ate there 2 times food was awful like a chef without cooking experience . The standard was pitiful to other times I been in there .

Room service was running 45-1 hr behind

bottom line save your money do a balcony at most but no suites .

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mukesh dobhal
, IN
Apr 02, 2019 6:05 am EDT
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Hello sir my name is mukesh .I am a Indian boy who
wants to work in a cruise ship because it's my dream job and I try all the sit's but there is no response about any job for me and finally i have to send the mail you sir
i have complete all the process in career sit but still i did not get a chance .
thank you.reply me on mukeshdobhal70@gmail.com

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alex farias
, BR
Sep 20, 2018 4:25 am EDT

I just recently found out on August 22th our trip on Sept 3rd on Allure of the Seas has changed, not due to any weather related issues. But being told due to speed restrictions. Reservation # 8068703 .We chose this trip since we have never been to St. Kitts or St. Thomas. Now we find out...

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nick mercante
, US
Sep 02, 2018 5:34 am EDT
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sailed 11/30 out of Baltimore

several people sick

7 am to midnight at naassa (why)

room refrigerator not stocked

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Withheld
,
Sep 22, 2008 4:02 pm EDT

So you fell down, and that the cruise lines fault?

I bet you are voting for Obama.

Royal Caribbean Cruises In-depth Review

Overview:

Royal Caribbean Cruises is a renowned company with a rich background and history in the cruise industry. With a mission to provide unforgettable experiences at sea, they value innovation, excellence, and customer satisfaction. As one of the largest cruise lines in the world, Royal Caribbean has a wide reach and offers cruises to various destinations across the globe.

Cruise Destinations:

With Royal Caribbean, travelers have a plethora of destinations to choose from. Whether you're looking for a tropical getaway in the Caribbean, an adventure in Alaska, or a cultural exploration in Europe, they have it all. Their itineraries are both popular and unique, ensuring that every traveler can find the perfect cruise experience. Additionally, Royal Caribbean's accessibility to different regions makes it convenient for travelers to explore various parts of the world.

Fleet and Accommodations:

Royal Caribbean boasts a diverse fleet of ships, each offering a unique experience. From the luxurious Oasis-class ships to the intimate and immersive Quantum-class vessels, there is a ship to suit every preference. The amenities and features onboard are top-notch, including pools, spas, fitness centers, and more. When it comes to accommodations, Royal Caribbean offers a range of cabin options and sizes, ensuring comfort and convenience for all guests.

Onboard Activities and Entertainment:

There is never a dull moment on a Royal Caribbean cruise. With a wide range of activities for all age groups, everyone can find something they love. From thrilling waterslides and rock climbing walls to relaxing spa treatments and yoga classes, there is something for everyone. The live shows, performances, and nightlife options onboard are also exceptional, providing entertainment and excitement throughout the cruise.

Dining and Culinary Experience:

Royal Caribbean offers a variety of dining options to satisfy every palate. From casual buffet-style dining to specialty restaurants offering cuisines from around the world, there is something to please every food lover. The quality of food and service is exceptional, ensuring a memorable culinary experience for all guests.

Customer Service:

Booking a Royal Caribbean cruise is a breeze, thanks to their user-friendly website and easy navigation. Should you need any assistance, their customer support team is responsive and helpful, ensuring a smooth booking process. Once onboard, the staff is known for their friendliness and professionalism, making guests feel welcome and well taken care of throughout their cruise.

Safety and Security:

Royal Caribbean prioritizes the safety and security of its guests. They have stringent safety measures and protocols in place to ensure a worry-free cruise experience. In the event of an emergency, the crew is well-prepared and trained to respond promptly and efficiently. Medical facilities and services onboard are also available to cater to any medical needs that may arise during the cruise.

Environmental Sustainability:

Royal Caribbean is committed to environmental sustainability. They actively work to reduce their environmental impact through various initiatives and practices. Additionally, they have partnerships with conservation organizations, further demonstrating their dedication to preserving the environment and promoting responsible tourism.

Value for Money:

Royal Caribbean offers competitive pricing and excellent value for money compared to its competitors. Inclusions and extras provided, such as onboard activities and entertainment, dining options, and exceptional service, contribute to the overall customer satisfaction with the value received from a Royal Caribbean cruise.

Reviews and Testimonials:

Customer reviews and ratings for Royal Caribbean cruises are overwhelmingly positive. Guests praise the exceptional service, exciting itineraries, and top-notch amenities. While there may be occasional areas of improvement or concerns raised by customers, the overall feedback is highly favorable.

Loyalty Program and Benefits:

Royal Caribbean offers a rewarding loyalty program for frequent cruisers. Members can enjoy exclusive perks and benefits, such as priority boarding, onboard discounts, and access to special events. The redemption options and value of loyalty points make it worthwhile for loyal customers to continue choosing Royal Caribbean for their cruising needs.

Accessibility and Inclusivity:

Royal Caribbean strives to provide a comfortable and inclusive experience for all passengers. They offer accommodations for passengers with disabilities, ensuring accessibility throughout the ships. Family-friendly facilities and services cater to the needs of families traveling with children. Additionally, Royal Caribbean is committed to LGBTQ+ inclusivity and support, creating a welcoming environment for all guests.

Partnerships and Collaborations:

Royal Caribbean has established collaborations with other travel companies and brands to enhance the cruise experience for their customers. These partnerships offer unique experiences and advantages, such as exclusive shore excursions or onboard amenities, further adding value to the overall cruise experience.

Future Plans and Innovations:

Royal Caribbean is constantly looking towards the future of cruising. They have upcoming ship launches and renovations planned, ensuring that their fleet remains modern and innovative. New features and technologies are being introduced to enhance the onboard experience, providing guests with the latest in cruise ship amenities. The company's vision for the future of cruising is focused on delivering unforgettable experiences and pushing the boundaries of what a cruise vacation can offer.

Conclusion:

Royal Caribbean Cruises is a leading player in the cruise industry, offering exceptional experiences at sea. With a wide range of destinations, diverse fleet, top-notch amenities, and outstanding customer service, they consistently deliver on their mission to provide unforgettable vacations. Whether you're a family looking for a fun-filled adventure or a couple seeking a romantic getaway, Royal Caribbean has something for everyone. With their commitment to safety, sustainability, and inclusivity, you can cruise with peace of mind, knowing that you're in good hands. Choose Royal Caribbean for your next cruise and embark on a journey of a lifetime.

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Contact Royal Caribbean Cruises customer service

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