Royal Caribbean Cruises
reviews and complaints

BE WARNED: Royal Caribbean customer service rates a zero. On a recent 17 day Royal Caribbean cruise, our luggage was lost on disembarkation. The so called security agent, at the luggage holding, ran out of forms so he took down the information. We also filled out the form online. After 6 weeks of back and forth they are offering $50.00 instead of the $3,000.00 value we put on it.

Oasis of the Seas

April 2023

I went to the spa and had a consultation about the dark spots on my face… they were oh so happy to give me the laser facial treatment and said that the dark spots would fade or be gone. This cost me about $3,000.00 and the results are terrible. What a joke. I am so disappointed… I inquired with Royal Caribbean and was told sorry can’t help you. They didn’t even investigate anything! This is a scam. I am very disappointed as I spend quite a bit of money on every cruise at the spa! No longer and I will tell everyone I can on social media to stay away from your services!

Locked in a restroom for 15-20 min screaming until someone heard me. My wife has beginning stage of altimaers and for the rest of our trip it was miserable. We are in our 70s and are at the end stages for traveling. Last night the a/c went out and we called and nobody showed up to fix. We also had a plastic thing hanging on balcony that was banging around and finally they came to fix it. Nobody even asked if we were ok or checked on us after the pantic attack from being locked in bathroom. After that happened we went to our room on deck 14 room 270 to use the bathroom. The entire cruise. I’m not one to complain about things, but this really scared us. I’m disappointed that nobody checked on us. We are not spring chickens anymore. I hope they fixed this problem so this doesn’t happen again to anyone else. I called today and man I spoke with said sorry have a nice night. I’m discusted with customer service. A phone call or anything would’ve been nice. This was harmony of the sea july 1-8 2023. I’m hoping to hear back from someone to address my concerns. Thank you l ferruche [protected] email [protected]@gmail.com

To provide you with the necessary details, I have outlined the events leading up to the incident and the subsequent actions taken:

Upon arrival at the embarkation port, I handed over my luggage to Royal Caribbean staff, as per the standard procedure for handling luggage before boarding the ship.

Throughout the duration of the cruise, I had no reason to believe that my luggage would be mishandled or subjected to any damage.

However, upon disembarking from the cruise, I was shocked to find my luggage in an extremely distressed state. The outer shell was severely crushed.

I took a picture at the same time so that when I get home I could contact them. Because we had our children our youngest being 4 years old we needed to get home. To my dismay when I reported it via Twitter chat they said there was nothing they can do I needed to complete a report and that could only be at the port.

I cruised with Royal Caribbean and my stateroom attendant was very nice. But halfway through the cruise I unknowingly contracted Covid. When I departed a few days later, I left my personal items ONLY because I was suffering from foggy brain due to Covid. …. The items left behind were in a toiletry bag in the cabin bathroom. As soon as I realized I did not have my items I contacted Royal Caribbean customer service who informed me to fill out some generic form online. But nothing was done. MY DEARLY DEPARTED GRANDMOTHER LEFT ME PRICELESS EARRINGS WHICH WERE IN THAT SIMPLE TOILETRIES BAG. I was advised to file an insurance claim for the items lost. BUT THOSE ITEMS CANNOT EVER BE REPLACED. So basically, my stateroom attendant can have anything that I or anyone else leaves behind with no consequences. UNBELIEVABLE! I WILL NEVER TRAVEL WITH ROYAL CARIBBEAN AGAIN. I WANT MY ITEMS RETURNED TO ME!

On May 6th my husband (who has Alzimers) accidently booked 2 cruises for Nov 24th . He called Royal immediately to have the deposit refunded. He was told it was all taken care of. We received our credit card bill, there are 2 charges of $500 each. We immediately called Royal, and were told there was nothing they could do, as the cruise was booked through an agency. We called the agency. They had to call Royal about the refund. Royal told them they can't refund this.

#1 We called as soon as we saw the mistake.

#2 We have traveled with Royal 27 times. Is there no such thing as customer loyalty?

#3 $1000 is a lot of money to us.

#4 I can't believe that there is no forgiveness for a mistake.

What can we do to recoup this loss?

Hello, my name is Rev. Dr. Augustus Francis, and my wife Sheila and I had a scheduled return cruise on Advantage of the Seas from 4 to 13 May from Fort Lauderdale to Coco Cay, St. Thomas, St. Maarten, St. Kitts, and Antigua. upon sailing from Coco Cay to St. Thomas something went wrong and the Captain told us that he had to turn the ship back to the Bahamas and because of that he will skip going to St. Thomas.

I had my family taking time of their busy schedules to spend time with me in St. Thomas and that was very inconvenient for me because I missed spending time with my family. I believe that I should get some kind of compensation for my inconvenience. I am looking for a coupon or voucher for a future cruise. I can be reached at [protected] or [protected]@bellsouth.net if you have any questions or you need additional information, thanks

My cruise was 3/12/23-3/18/23 I purchased internet for 2 devises, I m a realtor and needed to be connected I had 4 deals closing and 2 listings, I spent most of my time trying to see where I can get better service, in my room there was never service, also at dinner and most of the day, I have screen shots of the multiple times at different times of the day where it said no service , not connected, etc.

I didn't even tried to connect my second device, and my phone didn't work as I said, I had request for showing my listings which I never got and I couldn't give the authorization,

I need a refund for this Voom package,

I have Tmobile with unlimited international data so thats what saved me every time I got down in each port.

Reservation number.9653758

Marianella Campos

[protected]

[protected]@gmail.com

I just got off a cruise and my a/c arrived today I am asking y do u charge in US $ when in Australian waters we pay for the cruise in Australian. $ I always tip my room maid and the waiters in the restaurant anyway. I think there should be just 1 charge for each cabin for tips NOT each person. With 4000+ PEOPLE on board this sure would mount up to big $. I did not buy much this trip as I have all the nick nacks u sell. Also the Australian $ is only 66 cents against the usa $ so we are loosing 40cents in the $. to start with. I did change $50 Australian in the casino and got 29 US$ and lost that in the machines so didn't play them again. It sure puts a damper on the cruise when u get the account. I hope u will look into this as I guess I am not the only one who opposes it

On January 5, 2023 I (Erin M. Laguna), booked a cruise for myself, my mother (Rita M. Salcines) and my son, (Jonas Laguna). (We paid $2506.64 for a JUNIOR SUITE. Reservation ID 3726355)

My entire family got together for this cruise and we were all looking forward to it. Each of my family members booked their own cruises and shared the information among all of us so we all would be on the same "page."

When the details of the cruise were sent to me there was an error in the name of the ship. (It was supposed to be "Liberty of the Seas", but instead I got information on the ship, "Freedom of the Seas.") FYI - Both ships had the exact same itinerary, except the "Freedom" was leaving out of Miami instead of Ft. Lauderdale and that's where the confusion began. I did not question anything, but just booked it thinking this was the ship on which we would all be celebrating our family get together!

(I realize the error was clearly my fault, but in my defense I was under a great deal of stress because my husband, who is in the military, had been wounded in combat and was declared totally disabled.)

To continue, the day of the cruise (March 6th), all of the family got together in a limo and proceeded to the port of Ft. Lauderdale. Upon arriving, the porter saw my luggage tags and said, "This is for the Freedom of the Seas, leaving from Miami! You can only imagine my dismay! All of my family proceeded to board and my elderly mother, son and myself stayed back. I tried calling Royal Caribbean to see if they could switch the cruises since the were the same itinerary and we three we already on the manifest and had been cleared for sailing on the Freedom cruise. I was rudely advised that to switch was impossible and would have had to be done within 24 hours of sailing. Too late - sorry, is what I was told. I was sick inside. My mother and son were disappointed beyond belief and my six years old son was crying hysterically!

We left the port of Ft. Lauderdale and sadly headed back home.

Then I started thinking to try once more. My mother got on her phone and was talking to Royal Caribbean and I was on mine also talking to a different representative. My mother struck out - no one would even let her talk to a Supervisor - just said, "Sorry - no way! Impossible to switch!" (SHE IS A GOLD MEMBER and had sailed many, many times on Royal Caribbean...)

By the grace of God, the representative that I spoke to took a GREAT deal of time with me and didn't shut me down saying things were impossible! She stayed on the phone with me for one and one-half hours, trying to get the change in the two cruises accomplished. She did it but said we had to pay an additional $700 for the change to occur! We accepted that because we were desperate to get on that cruise (Liberty of the Seas), with all of my family members!

I was very pleased to have been able to accomplish this, but I did feel a bit like we were exploited to have to pay another $700 to get on the cruise. To add insult to injury we were told that we would not get a Junior Suite, but just a regular room! Unfortunately the room had one bed and a very small sofa. (Not a pull out bed!) The room was cramped and the bathroom was so small that my elderly mother could not get into the shower!

I must say that the quality of the food was very poor, the service was very slow and the main dining room was uncomfortably warm. Although we complained, nothing was done to get it a bit cooler. Our family sat together - all twelve of us, and times we had to send back our food because it was just not good! We also spent a lot of money on drinks, etc. (Our final bill was over $700)

I apologize for my lengthy letter but I feel you should have all of the details. I feel that no one even tried to help us in this unfortunate situation, except for the last representative who went over and above to get the situation resolved.

But, to have to pay the additional $700 and NOT even have the same room accommodations was insulting, especially to my mother, a gold member!

I would greatly appreciate if anything could be done to perhaps refund the $700 because the cruise and our cabin were less than satisfactory.

Thank you in advance for listening and hopefully help us to recoup the additional monies that we HAD to pay to get a less than satisfactory cruise and cabin.

Erin M. Laguna

Hi my name is Michael D Monroe, crown and anchor # [protected], back in December of 2019 I reserved a cruise on Royal Caribbean, reservation # 3716757, in January of 2020 I had applied 50,000 reward points ($500) to my cruise from my Royal Caribbean (Bank of America) credit card, due to covid the cruise was cancelled by Royal Carribean, we then used the cruise credit to rebook a cruise # 5193890 only to be cancelled again. We then used the cruise credit to book cruise # 2071430, however speaking to someone at Royal Caribbean over a year ago I didn`t have any confidence that my reward points were being carried over to the updated cruise, no good business for a loyal customer. Thank you for your help, Michael D Monroe, [protected], [protected]@msn.com

I went on a cruise on the week of Dec 18-24th. The cruise was amazing. The staff, food and service were amazing as always. I left my handbag in the stateroom drawer, and upon leaving the ship, I notified them. I couldn't go back on the ship, but they gave me a number to call so they can mail it back to me. It was hard to get a hold of someone with the 800 number, since it was Christmas eve and a holiday weekend. By the time I got a hold of someone, they asked me to fill out a report. It is Feb 13th and they still have not found my handbag with my driver's license, credit card, and gift card in my wallet. I know it was my fault for leaving this in my stateroom, but it was not lost. I know exactly where it was, and the stateroom host could have turned it in to lost and found, so they can mail it back to me. This was an easy fix, and I never got my items or a resolution. Just an email saying "your item could not be found". Very unprofessional and not acceptable.

My family and I just returned from a cruise aboard Serenade of the Sea. Sailing Nov 5, 2022, booking number 1275250. My Crown and Anchor number is [protected]. As usual we had a great time. While on the cruise I visited the Next Cruise desk. I was told that I could get a discount on my next cruise if I put a $200 deposit down. The booking number was 7230539. I was told by your agent that this was in addition to any other discounts. I also had up to one year to use the deposit. I called the number provided by your agent; it is a non-working number.

I booked an Alaskan cruise for Jul 10, 2023 aboard Quantum of the Sea. Booking number 4738486. Much to my dismay, I was told I cannot use my $200 toward this cruise, and that it is not refundable. As I can’t afford two cruises in a year, I am very upset at the prospect of loosing this money. I feel like I was mislead by you agent at the next cruise desk. After talking to your agents on the phone (was told to contact my travel agent to get it transfer to this cruise) without any relief, I am considering canceling my Alaskan cruise.

We are waiting on a call back from you regarding not giving us the discount on the Watch that we purchased. We were told as Prime members that we had an additional $250 discount on purchases. Your employee at the jewelry store stated that all discounts would be applied at checking out You did not give us the cruise statement until after we departed so we could not even discuss it with anyone until we got home. Upon calling you the gal was rude and sent us to your distributor who said they have nothing to do with it. So we called you back to further discuss it and was told we would receive a call regarding the problem you caused and to this date we still have heard nothing.

We have been a very LOYAL Royal Caribbean customer with 25 cruise's to date a few more booked for this year. With our successful Real Estate business in the greater Tampa Bay area I cannot count the number of our clients that we have praised you for.

We don't know what to do about this horrific situation. I will try again and give you our phone number so please let us get this situation under control. I really want this resolved and I do not want to go public with this. This outride stealing from Loyal Customers

Joanne and Bob Rudowski

[protected]

Email: [protected]@RemaxTampa.com

[protected]@RemaxTampa.com

Crown and Anchor account's Robert - [protected]

Joanne - [protected]

Jan 18,2023 @ 2 pm at Perfect day CoCo Cay, we took an excursion of 1.5hour “swimming with the pigs”offered by Royal Caribbean Mariner of the Sea. It is a total scam and waste of money. This is not an authentic experience. Total tourist scam. These guys just bought pigs, hauled them out to this little island and set up a 109$ per person petting zoo. It’s ridiculous. 36 people stand around and pet or hold a baby pig. I do not think it’s worthy of a Royal Caribbean excursion. They offer so many other better experiences than this! It’s advertising at its finest, business opportunity to take 100$ out of your pocket. I did request a refund. I was denied and was given instead a 10$ discount. This is Unsatisfactory customer service by Royal Caribbean. That was the second scam. I suggest RC does not offer this pig swimming, fake set up excursion to its passengers. I would appreciate a refund from this excursion on my NOT PERFECT DAY @ COCO CAY.

2092575 -Brisbane to Tasmania departing 30th January 2023, returning Brisbane 8 February 2023, a Back-to-back cruise from booking number 5866810, Brisbane to Pacific Islands departing 20 January 2023 returning 30th January 2023.

We have paid over $5,000 for these cruises, and On the Tasmania, leg have been allocated a balcony with an obstructed view. I do not want an obstructed view.

We have been loyal RC customers and are disgusted at the way we are being treated by your incompetent staff. They keep telling me why we have this room! For over $5,000 I do not care why - I want it changed.

Your staff refuse to help!

Is this really how you treat your customers?

I am extremely unhappy with RC right now - you have NO REGARD for past loyal customers and have treated me with contempt.

Michael Burdette

Today we get declined in a very rude form from onboard to mariners of the seas (while we're waiting for several hours with 6 month crying infant in the terminal) booking number 1949871.
We had all the needed documents. According to Vickers Mandy, Liliia my wife not allowed because she is from sanction country Ukraine, while she presented her permanent card and Israeli passport as well, Vickers told us that Liliia should have local driver license while Liliia not driving...

First what kind of sanctions she's talking about, Ukraine is under hard attack and Liliia can't visit her house that bombed by other country. So If it's that not enough, we face that racist reaction from the Administrator of the terminal.
We will definitely not leave it as is, and will appeal with lawyers to get a compensation and make sure to make this issue public as possible. Everything was video recorded, plus the conversation with the support team right after, where they can't understand why we were denied.

Also I sent you all the needed documents a week ago to [protected]@rccl.com after receiving the email about possible sanctions and didn't get any reaction.
It was the most humiliating situation in my life, we are permanent residents of the USA we live and work here, we had all the supporting documents, but she didn't allow onboarding without any references.
We saved money for that trip for few years, and just got denied by one person, without any options to appeal or to speak to any other representative of the company we even didn't get any documents with real reason of denial

Brilliance of the sea, leaving from Tampa on November 26,2002, 5 nights, 6 days. We were to board 11:30 am on the 26, but boarded at 10:00 pm. Paid for valet parking, had to pay for off site parking, ($30.00) untill boat unloaded. By then the main dining room was closed, had to eat at the buffet, that had limited food. On the 27, we ate at the main dining room, beef tender loin that was terrible, two tries to cut, so tough, it could not be cut even by the head waiter, wrote down my room number (9580) to receive a comp, which we never got. Next day head chief came to our table to apologize, wrote down our room numger to receive a comp, which we never received. Movies were old, and entertainment was bad. Very disappointment in this cruise, it was a waste of money, no more Royal Caribben Cruises!

I just posted this on Facebook

My family and I we’re on the Radiance of the Sea out of Port Orleans on 12/31. The cruise was poorly staffed. Service in all restaurants was not up to par. Drinks were often wrong when we finally received them. We all bought the fine dining package and it was anything but fine dining. The food in their ”fine dining” Italian restaurant was deplorable. when we dined at Samba Grill the drinks came after the dinner. Quality of food in every dining area was POOR! Going to the customer service desk took forever as they only had one to two people manning the desk.

After which, I called RCCL to tell them about the complete unpleasant experience. They could of cared less and made me wait over 60min to speak with a manager and then said no one could talk. I’m a platinum member and please look elsewhere to cruise!

1-14/23 I have been on hold for 2 Hr and 15 Minutes to talk to a representative about our reservation

Then got hung up on

Called back immediately to continue to try and get a hold of someone home time is a liter 2 hour 30 min

Tried to leave request for auto call back not working was advised to call back at ) am CST

Also quoted price is not what on written quote !

Was advised to call and talk to someone

I cannot get a hold of anyone