Carnival Cruise Lines
Reviews and Complaints

My name is Brooke Kidder.
Myself and a group of friends booked 18 cruise tickets through our travel agency Donna Reyher at Davis Travel in Niceville Fl back on September 12, 2019. She will not respond to us and her phone has been disconnected. We have no way of talking to anyone about our deposit money we paid. Nor are we able to get ahold of anyone from Carnival. Could you please provide us with some information regarding what current options we have with using the deposit funds that are being held as our deposit.
Booking confirmation is Bkg 9RWQ39

Thank you

I received an email from Carnival that says "Funtastic rates + Cheers! Prepaid bar package included." With a link button to "book now" directly under it. Sounds like a great deal to me, ‘click' . It takes me to a page with my VIFP number already in and at the top of the page it says " CHEERS TO YOU!
Get FUNtastic Rates
Includes CHEERS! / Bottomless Bubbles
Full non-refundable deposit
Maximum number of 2 guests in the stateroom
Eligible VIFP Club® Member must sail to qualify for this offer
Rate Code RU9 will be automatically applied at checkout"

With this "automatically applied at checkout. " In mind, I proceeded to find a "funtastic rate" and I booked a cruise. Only to find out the free cheers package was not "automatically applied at checkout" . I tried to add the drink package ($900 after taxes and gratuity) and apply the promotion code from the email. It says "promotion invalid". I try again, same thing. I call customer service and they were closed. I call today and spoke with someone. This person says no you booked with a different code. No, I never entered a code. Why since it is automatically applied at checkout?! He asks me to send him the email. I do and when I do I clicked the link again to see if it worked still. It did. Then he tells me he cannot get it to reproduce. I tell him I can would he like a screenshot? I tell him maybe it's because it's linked to my VIFP number. No you booked under a different promo. How did I do that when I followed the link just like I was able to do again today? He tells me you can book your same cruise and same room for 3x what I booked it for and he will give me the cheers package or o can pay the $900 for the cheers package. What?! No! That was not what the email OR the website says! Why can you not honor what the promotion says on BOTH the email and your site? We cannot get it to reproduce that so I cannot give that to you at that rate. You're getting a good rate just pay for the drink package. Yes it is a good rate as an matter of fact it is a to use Carnival's term a "Funtastic rate" and that Funtastic rate should include the drink package as promised. What is so hard about that? Because you cannot reproduce it (and we know why because he is not logged in with my VIFP number) then it doesn't exist? I've given you proof! Hold on let me speak with a resolution agent. Comes back on the line, yea they said the same thing, you got a good rate just buy the drink package. I would if the promotion didn't say what it says! So you're telling me I'm just SOL (SH&! Outta Luck)? He replied "yes". You've got to be kidding me…

So now I'm saddled with a nonrefundable cruise that should have a drink package and I cannot do anything about it. The advertisement and website are misleading at best and purposely baiting and switching at worst. This is unacceptable. Carnival do the right thing and honor the promotion.

Carnival,
Myself and my two 19 year-old nieces cruised for the first time ever, it was their graduation gift and my 60th birthday gift. Like most people, I saved my hard earned money for this trip and splurged on the one thing I thought I couldn't live without, a balcony.
As your rules dictate, SMOKING cigarettes and/or marijuana on the balcony was not permitted and could result in a $500 fine or worse.
Due to the neighbors on both sides and below us, we were unable to enjoy setting on the balcony morning, noon and night. Seriously the room next to me had a constant "weed" party on their balcony. I called guest services to make a complaint/report it, however I knew it was not taken seriously and nothing was done about it because, she didn't even ask me which room was I referring to and they continue to party on their balcony the remainder of the cruise. The other room next to me was a man and his wife, he would smokes cigarettes on his balcony several times a day, on the first day I stepped out onto the balcony and informed him that that wasn't permitted, he said "really" and kept smoking and flicked it into the Sea. What are the last evenings on the ship I stepped out on the balcony to bring in our bathing suit attire and that same gentleman and his wife/girlfriend we're fighting so loud and ugly that I actually was a scared for her. I open my main cabin door, stepped out into the hallway inform one of your employees to please call security, again to my knowledge nothing ever happened.
One evening having dinner out by the "quiet" pool area there was a woman incredibly intoxicated whose behavior was out of control, very crude and there were children around. I know you want to make your guests happy, but truly the bartender should have cut her off. So I went to find a security guard, he walked back with me to the area and all he did was watch her, never approached her-
I know I must sound like a prude, and that I want to get people in trouble, but that's not how it is, I want people to have fun, but they took our FUN away by not following your rules.
The cruise itself was not enjoyable for these reasons, I know you want to be the "fun ship", but at what price?
I returned home feeling truly sad and so upset that my vacation was not what I hoped for, it's not just about the money, it's about FIRST cruise experience in my life spent with two most important people to me-RUINED.
Of course everyone's been asking me "how was it"? My response has been "do not cruise on Carnival Cruise line".
Booking #N50JZ4
Sunrise Aug [protected]
Judith Moore
Rm 9266

As a Carnival Cruise Line guest who has sailed many times with Carnival I am deeply concerned with the seemingly deceptive business practices used by Carnival Cruise Lines. I have nowhad a minimum of 4 cruises canceled due to COVID. I believe there was a 5th in April 2021 canceled but I have lost thee paperwork. While I completely understand it is in no way Carnivals fault that there was a global pandemic. The problem I have on each canceled cruise we were given the options to carry forward our cruise with only the taxes and port fees being refunded. Each time we stayed with Carnival and were promised a $600 on board credit (OBC) as long as we re-booked within a period of time and cruised before 2023. Each time we have done exactly what Carnival instructed. We originally had a $200 OBC for our first of these cruises. We then chose the credit and to carry our funds for the cruise forward.

Now after 4 canceled cruises where Carnival offered a $600 OBC (totaling $2400 plus the original $200 from the first cruise should have left $2600 in OBC's. While this may seem a lot of money we kept moving forward even though we kept losing monies on hotels and air fares that had to be canceled.

Now we have rebooked two cruises again but are being told by a cruise representative that we only have $200 in on board credits and they cannot be used on these two cruises since they are not the same cruises that were canceled and we were not paying enough on these reduced price cruises to claim any additional on board credits above the $200 offered when booking these cruises. This is beyond belief. How can you not give the credits promised ($2600 total) because you cant get more than one OBC per your representative (yes we were offered $200 OBC when we scheduled this next cruise). Please consider abiding by your own offers and meet the promise you offered. Please explain why we cannot use any of this total on our next cruise - additionally please explain exactly when we can use any OBC's previously promised.

My Carnival Cruise Lines VIFP number is : [protected] Gold Level

Here is the cruises we were booked on:

Booking Number 9GKZ73 Departure: 19 April 2020

Booking Number G75PM0 Departure: 13 Sep 2020

Booking Number G85HV5 Departure: 16 Jan 2021

Booking Number L43VG3 Departure 18 July 2021

Upcoming Cruise N16TT2 Departure 21 Aug 2021

Dale McKitrick
10346 Valor Ct
Colorado Springs CO 80925

NOTE:** MY ACCOUNT WITH CARNIVAL HAS HAD ME UNDER TWO DIFFERENT NAMES: Dale McKitrick and Dale Mc Kitrick

We are booked September 25 from Long Beach 4 cabins 8 adults 5 children. This change does not give us a long enough pre warning to get our money back on the cruise based and carnival's rules which since it does not give ample notice to cancel is an unfair rule. To get all of us tested will be $2700 extra out of pocket expense, discomfort for the children who are too young to be vaccinated since they will have to be tested twice in 3 day period of time, not to mention since we arrive 3 days early and do not have a vehicle a challenge to get tested. I understand carnival taking its cautious approach but it should allow us to cancel for a full refund since it was Carnival who made the change in the rules without long enough warning to get a full refund. Again I know this is a difficult time for the cruise industry but I should not be penalized for their failure to give ample notification to cancel with a full refund

Hi! We are booked on a Carnival cruise in November and very much looking forward to it. But this new rule about having a COVID-19 test results within 3 days of departure is freaking me out.
Why? There simply isn't enough time to get a test with results within 3 days and travel and be at the port in the noon-3:00 boarding window.

Moreover, to get fast results, the tests cost $150-$300 apiece. (All the companies imply that these tests must be paid out of pocket; no insurance coverage!)

We are already trying to figure out how to comply with this new rule but none of our travel plans fit ... do we have to add in two nights of hotel$$ in Orlando, plus pay $300 or more in test fees for the pleasure of cruising with you?
I know the policy starts soon, so you will no doubt hear a lot more about it. But just fyi the 3-day test results rule looks like a Catch-22:
We can't get tested at home, get results and drive to Florida in time for departure. No cruise for us.
If we stay with family in South Carolina, it might be possible to get fast results for $150 each ($300) and then drive like hell to get to Port Canaveral in time to board. Very stressful start to a cruise.
If we test in Florida, it will cost us an at least an extra $700-$800 (hotel rooms + fast tests). That's like (almost) paying for a third person in our cabin. Expensive and very stressful start to a cruise.
Please rethink this BYO pre-boarding COVID test policy.
Best wishes, DandC

Our itinerary has completely changed from what we paid for. Even though we bought vacation protection, it looks like we can only get 75% of our money back if we cancel. Carnival is continuously changing Covid protocols rather that saying they have cancelled the original cruise so they can keep our money. So now we are booked on a cruise we didn't choose, have to prove vaccinations, have to have negative Covid test, and have to wear masks. This is NOT the cruise I paid for. I've cruised with Carnival over a dozen times in the last forty years and am now shopping for a new cruise line. Offer refunds as you should be doing!

Was booked on wrong date. Friday 30JUL21 while driving across country. Got home to Texas and was going over addon services and realized carnival rep book wrong date. Called Monday 2AUG21. After being on hold for 58 minutes was told I should have checked my conformation email while driving and called back. Was told if I wanted to change I'd have to pay almost $400 more. Asked for supervisor and was told they don't have one them placed back on hold. 1 hour and 31 minutes later still on hold.

Mardi Gras - Cabin 10363

Size: 410 sq. ft. Balcony 205 sq. ft.

Occupancy: 2 to 5 guests

Cabin Category: DS

Amenities: Two twin beds that convert to a king-sized bed walk-in dressing area with ample closet space some staterooms also have a single sofa bed single sofa bed and upper pullman bed or double sofa bed and upper pullman bed desk and seat armchair and interactive flat-screen TV dining table with 2 chairs and window bench seat private bathroom with-in double rain shower large balcony with lounge chairs and al fresco dining table 110 AC current individual climate control mini-safe phone and hairdryer. Additional Carnival Excel Suite amenities include complimentary access to Loft 19 plus priority cabana reservations dedicated concierge phone line guaranteed reservations at most specialty dining spots sparkling wine and fruit basket upon arrival Bottomless Bubbles soft drink package complimentary room service on-demand movies and laundry service upgraded bathroom amenities coffee maker and suite amenities including priority check-in and express boarding priority Main Dining Room time assignment priority debarkation at all ports two large bottles of water pillow-top mattress and bathrobes.

I just copied this description of the cabin I booked on the Mardi Gras for my January 29, 2022 booking. The description above is what I was told I was getting with my room. Last week I had a carnival employee call me to inform me all of the amenities/perks in the above paragraph have been canceled. They are no longer available as perks to my suite. I asked to speak to a manager and I was told a manager would call me back within 72 hours. I waited the full 72 hours with no return phone call. Again I called Carnival and asked to speak to a manager. This time I was told no manager would be calling me back. I was told by the Carnival employee that Upper management were the ones taking away the perks and had made it very clear that they would not be addressing any complaints.

Honestly I do understand some of the changes due to the Pandemic that Carnival has had to implement, but how is taking away any of the perks that came with this room going to help stop the spread of COVID? I paid for a booking that included the above perks/amenities. No refund of any money was offered to me. No explanation as to why. This will be my 5th Carnival Cruise and I have to say I am very disappointed. Shame on you Carnival for being dishonest and for thinking you are above having to answer for your actions.

We were supposed to sail in May 2020, but when COVID started we received emails regarding things we would get if we did not cancel by ourselves, so we waited just in case we could take the trip.

Carnival Cruise Line is offering passengers up to $200 of extra onboard credit if they keep their scheduled bookings through May 31.
https://www.businessinsider.com/coronavirus-carnival-cruise-offer-onboard-credit-keep-booking-2020-3
Carnival Cruises Offering Free Drinks to Guests Who Don't Cancel hhttps://www.bloomberg.com/news/articles/2020-03-08/carnival-cruises-offering-free-drinks-to-guests-who-don-t-cancel

Now Carnival is saying otherwise.

I'd like for someone to answer my question and not go around in circles.

My initial email to you is January 22, 2021!

Carnival just cancelled two cruises we have booked 7/10/2021 and 10/09/2021 because my husband uses oxygen. We are long time cruisers with Carnival and they have been aware for the past 3 years of his disability. We are also both fully vaccinated. But, they are now allowing un vaccinated persons to cruise and are taking their booking.

This is totally wrong. They have announced no cruises for anyone with disabilities right thru the end of 2021.

Booking Number - N00KL1-Lorelei Hagans-Floyd, Horizon Ship-Sailing Date: 7/18/21. After thoroughly checking and keeping a close eye on our cruise. Yesterday I found out about an exemption form that was sent out via email from Carnival that said if we had children we had to fill out this exemption form and send it back asap. I did not receive the email - [protected]@mcohio.org - nor was I told by vacation planner Marta Castillo 82898ext. I am also Marta Facebook friend to keep in close contact with what is going on within the cruise line community. So now I hear that in less than a week they reached the 5% that can be exempt and we can't go on the cruise with our children (ages 18 months and 5 years old) and we have no option but to cancel our cruise. We have a total of 9 people that have taken off work, made hotel, flight and car reservation and to find out there is nothing we can do but cancel. I was told by Vernon, your Lead Agent, in your complaint department, that my VIFP number was not connected to my email so that is why I didn't receive the email. But with all that said, there is nothing that can be done we are just out of luck. You can imagine my heartache and frustration. I understand it was a late call by the CDC but Carnival Cruise Line should have put an alternate plan into place, once the information came down from the CDC. I have not felt so disappointed and helpless. Just sorry cancel your trip, Wow!

I have been a customer since 2018, in december 2020 I redeemed points for (2) $100 target gift cards and (1) $50 card I also updated my address to insure the cards would be mailed to the correct address.
March of 2021 I inquired about the cards and was given a estimated timeframe of 8 to 10 days
Today I was told by a rep cards will be reissued again! I asked to speak to a supervisor who informed me
1- I should have updated my address and waited 24 hours for the system to update then placed my order
I was not told this by the rep who helped me select the gift cards
2. I was outside of the 90 window for card trace and redemption he didnt care that I was force to move in a pandemic and the postal service was/is strained to deliver mail timely due to covid 19

Debra simmonds
111 adams mill road
Simpsonville sc 29681
864.360.7599
[protected]@charter.net

Carnival generously (?) offered two of their cruise liners up to help evacuate people from the island of St Vincent where a volcano is erupting but said they'd only take passengers who got the experimental covid vaccine first. This violates the Nuremburg code which clearly states that humans should not be subject to experiments without their full informed and uncoerced consent! The alternative for these poor people? Stay and face a volcano? Pure evil. I will never give you my business and hope that your entire business collapses under the weight of covid restrictions as that would be a fitting and ironic demise.

I put down $75 deposit for five people to cruise in July of 2021. The group that I was traveling with has cancelled the cruise all together. I am being told by several agents that my deposits are non refundable and will be forfeited if I cancel. With everything going on with the pandemic. Carnival wants to keep my money or force me to sail at a later date. With my medical conditions isn't safe to do. It's not like I don't want to sail. I am requesting to have my deposits refunded

k69rv4 k69st7
You canx my cruises, sorry for us both, I called and rebooked for june and nov But I got this letter for both my cruises that you are charging me a service fee, see letter below. and I got a letter for cruises that 100% refund or rebooking, it's not anyone's fault my cruises keep getting canx its covid but charging me this fee is unacceptable please look over above bookings and give me a breakdown thank you

Cancellation letter
12/3/2020
Attn: Anna
Anna Lawver
706 CRICKET HOLLOW LN
EUSTIS FL 32726-3938 US
RE: Non-Refundable Cancellation Confirmation
Booking#: K64FS9
Dear Guest/Travel Partner,
We are sorry that your reservation has cancelled. As you know, your cruise fare carries a non-refundable deposit.
However, we've extended a future cruise credit in the amount of the deposit received less a $50 pp service fee.
The future cruise credit must be redeemed within 24 months from the date of cancellation, for bookings available under the same currency, and can only be applied to your cruise fare. The future cruise credit is non-refundable, non-transferable, and any unused portion will be forfeited. After you have booked your cruise, please use the link below to provide us with the new booking information so we can process your cruise credit.

Please note, should your new reservation cancel at any time, applicable cancellation penalties will be assessed and the offer will be forfeited. If you receive a refund or any other compensation from any party or travel insurer, this offer will be void..
Booking Ref: K64FS9
Mardi Gras
03/20/2021
Guest Names Cancellation Date Penalty Assessed
Anna Lawver
12/03/2020
USD 524.00
Charles Cantrell
12/03/2020
USD 524.00
We're looking forward to having you sail with us in the future.
Sincerely,
Guest Services
Carnival Cruise Line,

As of march 23.2020 I contacted carnival cruise lines and requested a cancellation of an upcoming cruise reservation (september 26.2020) due to the coronavirus pandemic.
I was told by the person that we would be charged 150.00 for the cancellation, and the remainder of the deposit would be held for a later 2021 cruise. The amount they kept was $1, 100.00
Upon calling today (september 29, 2020) I was informed that amount has been refunded to us!
Simply put, that amount was never refunded.

Book a cruise with Carnival back in early summer for a departure in January 2021. Carnival CANCELS the cruise, sends a cancellation letter and keeps the non refundable deposit. Here, let's put this in plain English. Carnival SCAM! Carnival CANCELS it was not cancelled by the paying party. No excuses or exception when the CRUISE LINES FAILS to deliver. Let's level the playing field, Carnival YOU cancel any CRUISE you DOUBLE the refund for using the customers money.

CARNIVAL CRUISE LINE
3655 NW 87 AVE
MIAMI FL 33178 US
RE: Non-Refundable Cancellation Confirmation
Booking#: H42ZP3
Dear Guest/Travel Partner,
We are sorry that your reservation has cancelled. As you know, your cruise fare carries a non-refundable deposit.
However, we've extended a future cruise credit in the amount of the deposit received less a $50 pp service fee.
The future cruise credit must be redeemed within 24 months from the date of cancellation, for bookings available
under the same currency, and can only be applied to your cruise fare. The future cruise credit is non-refundable, non
-transferable, and any unused portion will be forfeited. After you have booked your cruise, please use the link below
to provide us with the new booking information so we can process your cruise credit.

Please note, should your new reservation cancel at any time, applicable cancellation penalties will be assessed and
the offer will be forfeited. If you receive a refund or any other compensation from any party or travel insurer, this offer
will be void.
.
Booking Ref: H42ZP3
CARNIVAL BREEZE
01/10/2021
Guest Names Cancellation Date Penalty Assessed

07/27/2020
USD 100.00
USD 100.00

I have fully paid for 2 cruises on the Carnival Fascination that were each scheduled for departure on June 7, 2020. The cruise line confirmation numbers are: 7XFH26 and 8RNV75. The cruises were cancelled due to Covid-19. I could not reschedule this cruise, therefore I requested to be reimbursed for both cruises. I completed the request to cancel the cruise on 4/13/2020. I was informed via an email from Carnival Cruise Line that it would take 90 days to receive a refund. On July 10, 2020 I called regarding my refund because I had not heard from the cruiseline. I was informed that I would have to wait another 2 weeks regarding my refund. I called Carnival again on 7/25/20 and was told that I had to go through Vacation Outlet. I contacted Vacation Outlet and they contacted Carnival Cruise Line for me, who informed me that it would take another 2 weeks before I would receive my refund. I paid for both cruises in full before the requested deadline date, yet I have received no refund from the Carnival company. I am fully aware that the Covid-19 pandemic was not anticipated, but these transactions are typically done digitally, which should not take this long to redeem. Those monies that are sitting in some bank account are receiving interest on behalf of the cruiseline and not the customer. As the customer, I have done everything asked of me to no avail. I have cruised with Carnival on eight occasions, but I am not certain that I would want to cruise again with this company based on my current experience or not. We are now in the digital age and it should not take this long for resolution.

I booked my first cruise with Carnival recently for Dec 2021. That is a mistake I will never make again. I usually book with Royal Caribbean. We booked a cruise with Royal Caribbean before the coronavirus. It ended up that booking was a non refundable deposit but Royal Caribbean is letting us book it out a year on their Lift and Shift Policy. We are wanting to do that because we are senior citizens with medical issues and want to book it out hoping a year later the coronavirus will be gone. With the Lift and Shift Policy we would have to change our reservation to the same time we have our Carnival reservation. So we wanted to move our carnival cruise out from Dec 21 to Feb 22. We have gone on many many cruises and as long as we changed our reservation before the final payment we were always able to change our reservation without any charge or penalty. It seems Carnival has very strict cancellation policies compare to other cruise lines. We will never book with Carnival again. If we go on this cruise it will be our first and last one. Royal Caribbean is a much better cruise line. BUYER BEWARE!
Disclaimer: Before I wrote this review I talked twice with our travel agency and once with Carnival on the phone. I spoke with both of them on July 9, 2020