Carnival Cruise Lines
Reviews and Complaints

We attended a cruise 29 family and friends for my niece wedding, planned this cruise almost a year 11-19-2016 on the Carnival Splendor
the wedding turned out amazing no complaints
but as soon as we checked into our cabin, there was a horrible smell almost made us sick, the cabin appeared not to be cleaned, at night the bunk bed were my son was to sleep in was not placed down and there was no stairs for him to be able to climb into .. My son had to go sleep in his older sister cabin 2251, we were in cabin 2247
we are VIP Platinum with Carnival and are considering going to another cruise line, we were very disappointed on the lack of service on this ship
the staff members were very rude, not as fun and friendly as we are used to, it appears that they were under staff .
Several of occasions we waited over an hour to eat brunch in the diner room
we were not even served water, I had to hunt down a waiter just to get coffee, my nephew had to serve the water, when we complaint they did nothing to make us feel better, we were ignore even more .
The bathroom in our stateroom always smelled it never smelled like it was cleaned, state room 2247.
This was an expensive cruise for my family and it was a special occasion for us and it was a horrible cruise we had the worse cruise ever, we have been loyal Carnival members and we feel we should have been treated like VIPs
instead we were not
At diner it was a constant error, I was given, my sisters diner, she order a steak totally different from how I ordered mines, had to send it back and then wait 30 minutes to get the right meal by that time everyone else was done with their dinner, so I missed time with my family for dinner .
I am requesting a refund of my cruise, or another cruise for my family of 4
on another ship, I will never cruise on the splendor again, and if I don't get some kind of satisfaction with this complaint I will no longer cruise with Carnival, and will call MSC Divina and see if they will Honor my VIP status with Carnival, and will have my family members do the same, will spread the word to all my family friends to not cruise with Carnival any longer .
I am very disappointed, waited on this vacation a long time and spent money to have to have miserable for 8 days on this cruise .

I had the payment for my cruise set up to automatically charge my carnival card. When it didn't go through I got some email that got buried in the holiday ads. When I logged on to check my dates to request time off from work my booking had been cancelled. When I called they told me the card did not go through. The representative tells me I can call in with my booking number and still get the cruise, but it was going to be an extra $25/ person. I hang up and contact my wife for the credit card info. When I call back in I'm told that my booking number is incorrect, even though the representative has looked up my account she refused to help without the proper booking number OR pin number. I hang up. After checking my email for the correct booking number (it was missing one number) I call back in and get the same representative as before. I give her the booking at which point she asks for the name of the ship. I had booked back in may and couldn't recall the name. She then tells me that without the ship name OR pin she can't help. Exacerbated that the criteria for simply paying for my cruise had changed I asked for somebody else. She transfers me to a supervisor who proceeds to read from a script about their rules being for me safety. She muttered some nonsense about my bank wouldn't just take money and apply it to any account. (Pretty much the definition of direct deposit) Literally, the only reason I even care at this point is that my family booked on this cruise after I set the whole thing up. I'd rather let them have the deposit and just sail with a company that wants my money as apparently Carnival does not. All they had to do was take my credit card information. Unfortunately the booking was deleted from my online account or I would have simply payed for it that way. Up to this point this criteria was never necessary. It wasn't until they cancelled my booking and decided to keep my deposit that this became a problem. It seems the rules are designed to force me to take a loss.

To whom this may concern at carnival cruise lines. As a first time cruiser i put my son and i birth c ertificates in bag. By the time i got to the customs and realized bags on ship. We waited for 4 hours no one could find our bag. My ten year old son heart broken as ship left. I am a single mother and saved for a long time for this. 700.00 may not be a lot to some but it was for me. Please allow my son and i a chance to sail carnival. This was on thanksgiving day carnival fantasy booking ## 3jr1p5 we had to leave with nothin after 7hour drive . Please help us..

My daughter purchased a Carnival Gift Card at a local grocery Store. Her car was broken into and the card was stolen. Carnival is able to tell me the card has not been used. I however do not have the 3 digit code on the back. I have asked for Carnival to assist and apply $230.00 to booking. We had to pay the cruise off today. We still plan on buying the drink package. I have a group of 14 people cruising with us. I also just asked if they could apply the credit one of the bookings. I am not asking for anything more than what I paid for or anything that Carnival has not already received money for. This have cruised with carnival 9 or 10 times. If Carnival cannot assist with this I will file a complaint with the BBB and AG office. I will also start to cruise with other cruise lines.

I purchased an excursion for November 15, Land's End Boat, Beach and Shopping that was canceled because of the super moon. The Shore guards of Cabo San Lucas said the waves were too dangerous for us to sail to see the Arch. So our tour guide I think her name was Michelle said we can either cancel our excursion and get the full refund or we can continue on with the tour to shop downtown and have lunch on the beach and get a 25% credit. Myself and my 2 nieces decided to cancel and get our full refund. My sister Debra Darden decided to continue on with the rest of the tour. We looked at our account activity 2 days later and I did not receive my credit back. I looked at my sister's account and she got 2 full credits for the canceled excursion. I went to guest services on the ship and they said I did not pay for my excursion that the refunded the person that paid for it. I paid for my own excursion on my own credit card. I have the bank statements as well as the receipt from Carnival thanking me for my payment. Guest Services said, "Oh well you have to get the money back from your sister." So I said thank you. I went to my sister to ask her for my money back and my sister said no. Then my 2 nieces interjected stating it's their mom's money because she paid for my trip. I have my bank statements and I also have the receipt from Carnival proving I paid. I am so upset that I accidentally deleted half of the photos I took of my 1st trip to Mexico and my 1st cruise trip. This has made me wished I never when on the cruise. I called the customer service line and was told oh well it was a mistake and there is nothing they can do about it. I am sad and sooo mad. I want my money back.

I booked a cruise cabin 8294 booking number 3kp9po. cruise 11/11/16 - 14/11/16 carnival valor out from port canaveral.in addition I purchased a cabin for my daughter and her partner cabin 2294 same cruise booking reference 3kp9w1,
On the first night our sleep was seriously interrupted for most of the early hours 0001- 0415hrs by noise up and down the corridor outside our room. I had to speak to two sets of passengers to remind them of the time and the disruption they were causing.
I put this down reluctantly to first night excitement. although in no way acceptable we always try to be reasobnable and allow some leeway
The second night the noise continued. I was forced in the early hours on three more occasions to speak to people and at that point wondered what security was in place as the confrontations were becoming fraught. I indeed called the emergency ship number seeking support. I have to say the noise continued spasmodically after that 3 am call.
I insisted to speak to the purser the next day and eventually saw the guest service manager socor barreto. he acknowledged my concern, complaint and said he would arrange some extra "looking at corridors" the last night. I pointed out several cabins on my deck had door markings signifying a "hen party" or "bridal shower" of some kind.
My daughter then complained of protracted loud music being consistent in adjacent rooms to her as well as rowdy late night early morning "stag" and "hen" parties roaming the ship. her complaint was also logged at -2.
I have no doubt that carnival cruise lines negated their responsibility and duty of care to maintain a sober, safe and managed ship by allowing many protracted rowdy groups of passengers to disturb customers trying to rest and sleep. my stay was seriously effected by lack of meaningful rest and sleep. I do feel carnival have not acted to protect and ensure a pleasant cruise and the considerable cost of the cruise was wasted due t a lack of basic care.
The added issue that my wife has multiple sclerosis, which although is well managed caused her additional discomfort as her sleep was continually disrupted.
What have carnival to say in respect of the position we faced and how do you intend to compensate us for this poor support and lack of care.
Mark cross

Dear Sirs:
My husband and I returned recently for a cruise on the Breeze, which left from Galveston, TX. Something occurred on the dock that was very frustrating for me and I would like to have an explanation.
I was not allowed to bring some bottles of Powerade Zero into the terminal building. The reason given by the supervisor there that Carnival was plastic free. He made a point of saying, “It is their rule, not ours, but we have to inforce it.”
When I explained that I dehydrate easily and brought that same on board on our last cruise, I was told that if I had a Dr’s note, it would be allowed. That was quite inconvenient as it was Sunday afternoon and we are from Montana.
Anyway, I had to dump my electrolyte replacement into the trash. Now, imagine my surprise when I was unpacking in the room and found that I had half of a plastic bottle of water in my carryon, which did go through the security check in the terminal. I had forgotten about this water.
Next surprise: At the muster gathering I spoke to a passenger who walked up to me with a plastic bottle of water in her hand. I asked how she got that on board and she told me that she didn’t bring it; it was ordered before boarding and delivered to her room.
Third surprise: A few days into the cruise, our room steward brought in two complimentary 1.5 liter plastic bottles of water.
By now you see my confusion. Obviously, Carnival is not plastic free. If this “rule” really exists, I respectfully request such in writing. If such is the case, I will bring a note from my physician if we take another cruise.
Desiring to go ashore for the stops which were 3 in a row and not get heat exhaustion, I didn’t spend much time on deck at all during the cruise. I also bought Gatorade on shore and had to drink it before re-boarding the ship. I survived the experience, though inconvenienced. Of course, I drink water all the time, but when I get dehydrated in my own state, it stands to reason that maintaining hydration in a hot, humid climate is a challenge which I tried to prepare for.
Thank you for your attention to this issue
Sincerely,
Genelle Sears

As a VIFP member (#[protected]), I have cruised with Carnival for many years. I had a cruise scheduled for Dec. but was told by Dr. that I could not go due to chemo treatments. When I called, I was given only taxes back not any part of the cruise amount. I did not get the travel insurance but I only cancelled my part of cruise not the other 3 in group. The room is still being used so nothing is lost there. It is within 30-60 days of cruise so I would think there would be at least half of cruise cost refunded or something offered as compensation or credit of future cruise. I am willing to have a letter from my Dr. for verification of the reason for my cancellation. I feel that the seemingly lack of understanding of my situation should be re-thought. Every case is different and I feel that they should be treated as such. I hope my future cruises do include Carnival.

I recently traveled to Bahamas for the first time ever (especially a cruise) and my experience was horrible! they served the same food every day, the food was never hot/always cold, or sometimes to hard to eat. Our cabin's bed sheet wasn't clean upon arrival. The attendant cleaning the room didn't clean the bathroom; especially the tub, the tub's floor was so dirty we had to take a shower with shoes on and they didn't remove dirty towels from the cabin. We were so scared to walk on the floor due to the bathroom tile being so filthy. Some of the people preparing the food was unfriendly and wasn't eager to talk to us when we asked a question. Our overall experience wasn't the best and we do not recommend to use carnival elation!

Booking # 3FH7X3 - I purchased an e-gift card on the Carnival.com website for my son and his new wife to use on their honeymoon for onboard expenses or an excursion. Due to a misunderstanding between my son and the onboard customer service personnel, customer service thought the $200 I spent on the gift card would be applied to their onboard account, but of course, this was not the case. Instead of using the $200 via the gift card, they ended up using their own money. I have sent several e-mails to customer support asking either for a refund or apply the $200 I paid to Carnival toward their onboard expenses which are being charged to their personal credit card. In each response, the only information provided to me is per the terms and conditions of purchasing gift cards, no refunds are allowed. I can understand if part but not all of the gift card was used, not issuing a refund, but none of the $200 was used and the card never activated. I understand part of the responsibility was on my son's part by not understanding the gift card vs. onboard account piece, but I also feel the customer service folks on the ship should have known enough to problem-solve with first-time cruisers and probe to see if a gift card had been purchased instead of solely looking for a $200 credit on the onboard account. I am not asking for a refund of the cost of the cruise or any of their monies spent on the cruise, but just for the $200 back that I paid for but due to the misunderstanding, was never activiated or used. This is only fair. I was provided the card # for the egift card as [protected]. Thank you!

[protected]@gmail.com

Regarding reservation number 2CJ3P8. As a VIFP member and cruiser of Carnival since 2005 this past sailing 10/8 on Carnival Magic turned out to be the most stressful vacation we've ever had. My husband is a disabled veteran who has PTSD from both Operation Enduring Freedom and Operation Desert Shield/Desert Storm 4 time Combat, poor thing suffered several panic attacks due to the stress. As your all aware of Carnival Magic passengers were kept in limbo until the day/afternoon of the cruise date 10/8. We weren't given an option for a refund otherwise we would've chose that route as we had to fly in from Maryland two days before the cruise because our original flight was cancelled. We endured an additional 900.00 in expenses to do this, took extra time off from work, flew into Jacksonville instead of Orlando, had to rent a car one way, got evacuated, had to find a safe area to go to and find another hotel (hard to do, all were booked), had to return the one way rental the day of the cruise but we didn't know if we were going to go until 10/8 in the afternoon and only found out by driving to the port and asking what was going on. The boat returned to the port after 2pm, we boarded priority/suite at 6pm, we weren't told until after we boarded that one of our destinations on the itinerary was cancelled, which was why we booked this cruise to begin with and we left port at midnight. We found out from other passengers the Carnival Ship that was at port canaveral with Magic got 50.00pp on board credit and 25% off future cruise because they "missed a port too" we were offered no kind of compensation. When I went to customer service desk on the ship they were rude and said"nope your not getting compensated anything" and "its a corporate decision". The senior officers/leadership was seen very little and as a result the staff didn't really interact with the passengers. I was told by a server in the Buffet and various sitting areas and the pool area to go buy my own soda at the closest bar. I was NOT waited on one time other than in the main dining room. There were a lot of people complaining and a lot of missed opportunities for drinks to be sold to people. Our sheets weren't changed as they had curly black hairs on them, I have blonde hair, when I asked about changing them, it was an argument "yes we did change them". Truly, we didn't feel as though we were on a cruise vacation but rather in a hotel and this is not the expectation we were hoping for after waiting this long to take a vacation Previous cruises with Carnival have been pleasant and memorable. This was not the case on this particular cruise 10/8. I called the customer service department post cruise to complain and see if I could get some kind of compensation/or future cruise certificate and was only told "sorry for the inconvenience" and "I cannot offer you anything, it is a management decision not mine, they say no" why did I even waste my breath. I have two future cruises booked with Carnival and this disparate treatment is making me reconsider my loyalty.

On are trip to Carnival Cruise #3QL9V1 was really disappointed the booking person told us that we will leave on Monday and come back on Friday morning my wife ask her three times about that and she said yes and also conversation was recorder so we book hotel in Miami for Friday and Sunday and also car rental for those two days, Well I call customer serves and the lady that took the call was really rude and not professional at all I spend a lot of money on the ship and also they broke my two bottles of Rum that they don't sales this brand in the US is call Appleton Rum. Well the customer service lady told me that sorry for the mist understanding but nothing that they can due for me well sorry don't pay for the Hotel and car rental for they mistake so I will never go on any Carnival Cruise again until they call me and take care of my lost and my friend and family that was with me said the same also service was horrible and they probable they don't call me or Email me because the had my money . Well word off mouth is the best advertisement in the WORLD also we are from New Orleans and we took the plain to Miami for this trip

In regards to booking #1KV9N9, our flight to Miami from Denver was cancelled by American Airlines on Thursday, October 6, 2016, due to Hurricane Matthew. We were due to fly out of Denver on Friday, October 7th and then board the ship on Saturday, the 8th. We had no way to get there to board the ship, as we could not book another flight. Carnival's only solution to the issue is to only offer another cruise within 2 years from this one...no refund because we couldn't get there to take this cruise...they did refund the sales tax for the trip but also charged us a $100 cancellation fee at the same time (slap in the face!). We have been asked to state our issue on this review and also attach a copy of our airline cancellation, we did buy the insurance but it does not cover cancellation of flights or any weather issues. From other reviews, maybe it was a good thing...and maybe by the time they get their ships cleaned up and some friendly accommodating employees, we will be able to take this trip with less stress than what it has already been generated!

J. Berding
[protected]@yahoo.com

I booked a cruise (5Q6DM4) feb. 2015 for Oct. 9 2016. I have been really looking forward to this trip with my children. That's what they have been talking about for a year and half. Now 2 days before the cruise I get an email saying that my cruise is cancelled because of the hurricane, which I understand. The email says that I can go to Canada or get a refund. I called for the refund, because the cruise to Canada is not a tropical paradise and it doesn't look like a lot of things for a 15, 6, 3 yr old to do, more like an adult cruise. I was told that I could get a refund for all but the insurance I paid. I do not understand why I cannot get my almost $300. I am a single mother and this is a lot of money to be out when I didn't cancel the cruise to the Bahama's, the Cruise line did. If the email had said that you would be refunded all but this money It would be more understandable, but it doesn't. It says to call for a refund, not a partial refund. The guest relations people say that they wish they could help but they can't.

My booking number is 8d4xg8. My name & email are on file so if you'd like more personal information, which I will not provide on a forum, you may email me & I will be happy to provide that to you. I found a shore excursion that matched exactly with the one that carnival is offering on the upcoming hawaii cruise leaving from long beach. The issue is that the time didn't match so my claim was denied. I understand that rule; however, all of the places that offer the identical excursion leave at either 9:00 or 9:15. The boat doesn't arrive until 9:00 so carnival has carved out a specific time at 10:30 for cruise passengers only. None of the companies are making this time available to the general public. How am I supposed to match the time when carnival has monopolized this specific time? It's impossible to match the time. Why does the guest get punished for the ship arriving later than all of the other cruise lines? Why wouldn't you make an exception in this case & make the customer's satisfaction your number 1 priority as you claim it is? I think it's a disservice to your guests to dangle the offer out there & make it sound great but then make it nearly impossible to obtain the guarantee. I have called several phone numbers trying to get a hold of the corporate office but they all lead back to the same place. The reps who answer say that no one from corporate will talk to me nor is there a direct line to the shore excursion dept that happens to be a 3rd party. Really?! I think this policy is shady & it's set up a certain way on purpose to avoid having to actually provide this courtesy to your guests. I'm highly disappointed in not only the policy itself but the lack of customer service that i've received; if you want to even call it that. I look forward to a favorable response in regards to my complaint.

To Whom It May Concern:
We would like a full refund for the Carnival Pride that set sail on Aug. 28 from Baltimore. The entire experience is regrettable. We decided to take another cruise with Carnival after our last pleasant experience. This cruise was the complete opposite of our prior experience. We paid for many things that we did not get to enjoy as well as being subjected to a traumatizing situation due to the negligence and staff of the crew. Firstly, we were told that in accordance with Maritime Law, we would be kept informed about important weather conditions. This compliance was not met. We had a change of itinerary due to "tropical storm Hermine" and skipped Freeport to head directly back to Baltimore. This storm was no where near where we were scheduled to be. Instead, we went directly into the storm. The entire ship tilted at the very least an angle of 70 degrees for minutes at a time and at no time did any staff, crew, or captain make contact with the passengers. Passengers put on their life vests and waited on the top deck, which was flooded as well, because the drainage system was not working. The ship shut down all services and entertainment for two days! The tv's did not work so we basically paid to be confined to our rooms which now had our belongings all over from the ship tilting. The 'at sea' days are intended to be enjoyable. We paid to be able to participate and watch the many things to do on the ship which were closed. Skipping a port was already unnecessary, but we trusted you. We shouldn't have and never intend to again. The lack of communication, especially in an emergency situation such as the one we were unjustly put in, is inexcusable. It was bad enough that we boarded and left the original port two hours late. Then skipping a port for no reason (I have pics of the projected storm and the sign that were hidden and put up after everyone feared for their lives upon your request). At no time were we kept informed or apologized to, which is the very least that could have been done before, during, and after the storm that we entered into for no reason. Then not being able to enjoy our remaining days at sea as well as returning two to a day early. I cannot believe we paid for an experience such as this. We should be paid for being subjected to this mess and the many other violations that could and may be reported. Such as the loose tiles in the dinning area that were making people fall and trip. Or the smell of feces through the vents instead of air conditioning which is unsanitary and unsafe especially to those already suffer ailments. Or the fact that you do not have 'no smoking' signs posted when the ship is being refueled. I can continue on, but I'd rather not. We requested common stateroom items such as a working refrigerator and bath robes. We paid for room service, who never once got our order correct. We paid to use the pools that were closed. We paid to go to Freeport, Bahamas. We paid to see entertainment which was closed. Clearly, Carnival is only concerned with money and do not care about the safety of their guest or their enjoyment. We are not rich, however, and saved long and hard to be able to sail with you again for our anniversary. This trip was a nightmare from the very beginning. We were comped $11.00. This in and of itself is just irrational. Your customer service is rude and bias compensating whom they see fit and deem worthy. Most importantly, you violated multiple sections of the "passenger bill of rights". We are seeking a full refund as we did not receive what we paid for. We have suffered many other damages that we are not seeking compensation for at this time and believe this is a fair compromise at this time. We look forward to hearing from someone soon.

Thank You for your attention,
Mr. and Mrs. Chero
[protected]@gmail.com

Last week of July on the "Dream" more appropriately "Nightmare",

A list of at least 15 items, many of them dangerous, including an out of control, floating ship within 20 yards of crashing into another ship! I will not bother to itemize as it is obvious that Carnival has no intention of receiving any complaints or satisfying customers just by trying to contact them via they website/email etc. On-board service was ignored. We were a party of 30 for the second time all so-called VIPF plus many other Carnival cruises. We will never use Carnival again. The "Dream" needs to be taken out of service and totally refurbished including every room.

Denied passage on ship due to husband forgetting his birth certificate. This was supposed to be our honeymoon.
The trip was booked on 7/17/2016. To set sail on 8/14/2016. To the Bahamas.
Booking # 2xx2r3 .
We would love to still take the trip. Or be refunded our money back. Or least of all credit so that we can rebook the trip. And we can finally take our honeymoon.
Thank you looking forward to hearing back from you.

My last cruise with carnival cruise line was totally unacceptable and very uncharacteristic of the cruise line. We sailed on the Carnival Victory out of Orland Florida. From the time we stepped into our cabin it went downhill from there . First we had to move the beds apart when we did we found dirty dishes we could not find a cabin steward until late that evening because the phones were not working when I heard someone in the hall I would look out hoping to find the cabin steward mind you we boarded the ship around 1:30 PM. We found the cabin steward late that evening he apologized for the dirty dishes the phone not working or the remote control to the TV not working I have medicine that has to stay cold I asked that he keep ice in the room at all times that he did but there were no water glasses. After two days of constantly asking for water glasses they did show up but it was only a four day cruise the remote or the phone never worked Our first night dinner experience was the worst I've ever received I felt like a second-class citizen for real I don't like to use the race card but it felt very racial to me . We had a late dinner seating 815 we were on time along with another family of three. We sat at a round eight person table. We had our food it is now 845 three other people show up and want us to move so the three of them can sit shoulder to shoulder. I said no not tonight we already have our food maybe tomorrow we can move so the three of you all can sit side-by-side The server was adamant that I move so they can sit together mind you they were three cute white girls . It got very awkward not wanting to ruin my vacation I moved thinking the server would move our plate so I would not have to pass my food around the table But before I could do that the young what seem to be drunk girl was already drinking my water and picking food out of my plate totally frustrated now I asked to see the mitre d' was told that he's busy with other customers at this time so I went to his desk instead. He was not sympathetic or understanding asked me what can I do for you I explain the situation and he said so what you want to move to another table I said yes and he did. He put me at a table in the far corner no light next to the kitchen we had to turn on our cell phone flashlights to read the menu. For all this we received a plate of chocolate covered strawberries mind you I'm a diabetic Lol I'm very disappointed in the way I was treated by carnival cruise line I'm a frequent customers but this has really shaken my Faith in carnival

This was our first experience with Carnival Cruise Lines and we will never use them again! They ruined our entire vacation!
Ship was in a terrible condition, everywhere was dirt, staff members were rude and ignorant. Our room was a complete disaster! Everything there was dirty, towels they gave us were smelly, my pillow was covered with some nasty yellow stains! When I took off my shoes I felt that there was sand on the floor. It actually seemed like no one ever cleaned the room. When I asked someone from the crew to clean up the place they replied in a rudely manner and said that all rooms were clean. I invited them to go and see everything themselves but they refused and said that no one will come. Terrible!
We waited this vacation for like forever, were so excited, but these people ruined everything! Never again!