Royal Caribbean Cruises
Reviews and Complaints

June.13.2022

To: Dear Mr. Jason Liberty - President and chief executive

And / or

To Dear Mrs. Vicki Freed - Sales, Trade support & Service

Or

To Whom It May Concern

Request for a full refund and payment for compensation for mental distress and financial expenses

In the matter of our late arrival to the port after closing the gate and missing the boarding the ship.

We are Mr. Azar Delvya. Crown & anchor [protected]. And Mr. Shimon Delouya .Crown & anchor [protected]

This inquiry is addressed to you, esteemed managers, in order to explain and clarify what happened in June. 08/2022. And June .09.2022

Our reservation number 2317180 which was fully paid for sailing in room 4554 on deck 4.

On June 08, 2022, we were on a flight that was supposed to take off at 07.00 from Tel Aviv Airport in order to arrive early at the Airport of Amsterdam, however, unfortunately, due to a malfunction at Tel Aviv Airport . The flight was delayed very long and caused a delay in a connecting flight to Amsterdam and we arrived at the port in Amsterdam only at 16.10PM. There we have been told that the gate had already closed at 15.30PM, which prevented from us getting on board despite we were already in the port and watching the ship. We were in utter shock, confused, and helpless. We did not know what to do. We called by phone our relatives who were on the ship "Jewel of the Seas ".

Our relatives who were on the ship, Mrs. Hillary and Mr. Meir Ben David ran around to help us to join the sail and they were told that impossible to reopen the gate again. Mr. Ben David spoke to Edna Infante, Guest Service Officer, and been told there will not be any problem if we still want to board the ship we can do so at the next port of call, which was port of Inverness – Scotland.

Also, Mr. Ben David talked to a senior officer named Robert who told him that he believe there would not be a problem to joining on board later and even upgraded our room to a balcony

If we knew about this option in advance, we would contact the company's representative and announce that we had missed the ship. The time that elapsed from the time we arrived at the port until the gate was already closed was a short time. It was inconceivable to see the ship in front of us and in there is a room of our reservation under our name but empty and without the possibility to reach it.

This is not the first time we have sailed with Royal Caribbean's ship during the Corona period

. We saw many times passengers leave and joining to the ship in different ports of call

We were vaccinated with all four vaccines including booster vaccines.

We arrived at the port of Amsterdam with negative results of antigen tests we had performed 48 hours earlier as we been requested

Since we really wanted to continue sailing despite a two-day loss, so we returned from the port to Amsterdam.

We booked in hotel for that night June.0.8.2022 an

In the next day , June 09.22 we flew on a very expensive flight of over one thousand euros with British Airways to Airport of Inverness.

We stayed overnight at a local hotel and the next day, June 10.2022 we arrived at the port of Inverness at 09.00AM.

We called Mr. Ben David who knew our intention to reach the port of Inverness to join the rest of the voyage, and we informed him that we are waiting at the gate of port in front of the ship

Port security personnel did not allow us to reach the ship to show our sailing documents and all our vaccinations

one of security guards took all our documents we had and boarded the ship..

Despite the expenses amounts we had up to this point, we were happy to be in front of the ship again in the port with knowing that in a short time we would board the ship for the rest of voyage

we had been waiting for so long , and all efforts we made to get to it

We were naive at these moments as we were waiting for the crew of the ship to call us to board. The weather was very cold and rain fell non-stop. We stand outside exposed to the cold and rain. No one came to talk to us for hours. We were thrown outside for hours with no reference to us. We were hit very hard mentally. which is not expected to get such a humiliating attitude from a luxury cruise line like Royal Caribbean. Passengers from the ship left and entered without masks ! For those passengers who got in and out there was no fear of being infected with corona while they were out of the ship, and as for us being vaccinated with every possible vaccine there was a fear of attaching us to the voyage before we were checked ? We stayed to wait without knowing what's going on. No one provided us with drinks or food. after five hours, PR clerk arrived said we should continue to wait for an answer of the company offices that would open about five hours later, and went back to the ship. we were left outside wet from rain and cold. Five hours later Mr. Ante Petkovic came to us and informed us that we are not allowed to be on board.

I could not believe he was telling me that. I was in total shock and started shaking and not just from the cold. I was helpless and at a loss. I refused to believe that this . I was told by a company representative that I had always praised. I did not understand why I could not continue the voyage that I paid for, and all my sins that were a delay in luggage that caused a delay. I honestly can not describe to you the magnitude of the disappointment I am still going through at present time of writing this post.

All the hardships I had to go through because of the deception of your representative who

. Ben David to tell me I could board the ship in Scotland. Furthermore, Mr. Meir. Ben-David told me on the phone that an officer had told him that my room was being upgraded to a balcony.

It was not enough we did pay for a cruise that we did not enjoy ,but also we were punished with a financial outlay of three thousand euros that we had to pay for expensive flights and a bunch of hotels until we retuned back at home. We are not at a young age to go through all the hardships and suffering we went through just because we were prevented to be on board and continuing the voyage from Inverness as we would understand, as the reason we made all the way from Amsterdam to Inverness in vain.

I never thought a Royal Caribbean-level company would cause me such tremendous heartache and unnecessary expense.

I request your full refund of the voyage that was paid in full and I have not been on it for even a minute. I also look forward to another voyage as compensation for the mental anguish and suffering I went through.

As your loyal customers in all the cruises we have sailed with you and more we will sail in the near future and between a glorious company like Royal Caribbean.

Sincerely yours

Azar Delvya.

June.13.2022

To: Dear Mr. Jason Liberty - President and chief executive

And / or

To Dear Mrs. Vicki Freed - Sales, Trade support & Service

Or

To Whom It May Concern

Request for a full refund and payment for compensation for mental distress and financial

expenses

In the matter of our late arrival to the port after closing the gate and missing the boarding

the ship.

We are Mr. Azar Delvya. Crown & anchor [protected]. And Mr. Shimon Delouya .Crown &

anchor [protected]

This inquiry is addressed to you, esteemed managers, in order to explain and clarify what

happened in June. 08/2022. And June .09.2022

Our reservation number 2317180 which was fully paid for sailing in room 4554 on deck 4.

On June 08, 2022, we were on a flight that was supposed to take off at 07.00 from Tel Aviv

Airport in order to arrive early at the Airport of Amsterdam, however, unfortunately, due

to a malfunction at Tel Aviv Airport . The flight was delayed very long and caused a delay

in a connecting flight to Amsterdam and we arrived at the port in Amsterdam only at

16.10PM. There we have been told that the gate had already closed at 15.30PM, which

prevented from us getting on board despite we were already in the port and watching the

ship. We were in utter shock, confused, and helpless. We did not know what to do. We

called by phone our relatives who were on the ship "Jewel of the Seas ".

Our relatives who were on the ship, Mrs. Hillary and Mr. Meir Ben David ran around to

help us to join the sail and they were told that impossible to reopen the gate again. Mr.

Ben David spoke to Edna Infante, Guest Service Officer, and been told there will not be any

problem if we still want to board the ship we can do so at the next port of call, which was

port of Inverness – Scotland.

Also, Mr. Ben David talked to a senior officer named Robert who told him that he believe

there would not be a problem to joining on board later and even upgraded our room to a

balcony

Remark :

We are sorry but honestly, we did not know about what was written in your instructions

according to the section "If you miss the departure of your trip due to carrier-caused

delays or other covered reasons, you are responsible for any expense incurred to meet the

ship at its next port of call for this reason.

If we knew about this option in advance, we would contact the company's representative

and announce that we had missed the ship. The time that elapsed from the time we

arrived at the port until the gate was already closed was a short time. It was inconceivable

to see the ship in front of us and in there is a room of our reservation under our name but

empty and without the possibility to reach it.

This is not the first time we have sailed with Royal Caribbean's ship during the Corona

period

We saw many times passengers leave and joining to the ship in different ports of call .

We were vaccinated with all four vaccines including booster vaccines.

We arrived at the port of Amsterdam with negative results of antigen tests we had

performed 48 hours earlier as we been requested

Since we really wanted to continue sailing despite a two-day loss, so we returned from the

port to Amsterdam.

We booked in hotel for that night June.0.8.2022 an

In the next day , June 09.22 we flew on a very expensive flight of over one thousand euros

with British Airways to Airport of Inverness.

We stayed overnight at a local hotel and the next day, June 10.2022 we arrived at the port of

Inverness at 09.00AM.

We called Mr. Ben David who knew our intention to reach the port of Inverness to join the

rest of the voyage, and we informed him that we are waiting at the gate of port in front of

the ship

Port security personnel did not allow us to reach the ship to show our sailing documents and

all our vaccinations

one of security guards took all our documents we had and boarded the ship..

Despite the expenses amounts we had up to this point, we were happy to be in front of the

ship againin the port with knowing that in a short time we would board the ship for the rest

of voyage

we had been waiting for so long , and all efforts we made to get to it

These were the naive moments as we waited for the crew of the ship to call us to board. The

weather was very cold and rain fell non-stop. We stand outside exposed to the cold and rain.

No one came to talk to us for hours. We were thrown outside for almost 5 hours with no

reference to us. We were hit very hard mentally. which is not expected to get such a

humiliating attitude from a luxury cruise line like Royal Caribbean. Passengers from the ship

left and entered without masks ! We stayed to wait without knowing what's going on.

No one provided us with drinks or food. after five hours, PR clerk arrived said we should

continue to wait for an answer of the company offices that would open about five hours

later, and went back to the ship. we were left outside wet from rain and cold. Five hours

later Mr. Ante Petkovic came to us and informed us that we are not allowed to be on

board.

I could not believe he was telling me that. I was in total shock and started shaking and not

just from the cold. I was helpless and at a loss. I refused to believe that this . I was told by a

company representative that I had always praised. I did not understand why I could not

continue the voyage that I paid for, and all my sins that were a delay in luggage that caused

a delay. I honestly can not describe to you the magnitude of the disappointment I am still

going through at present time of writing this post.

All the hardships I had to go through because of the deception of your representative who

Ben David to tell me I could board the ship in Scotland. Furthermore, Mr. Meir. Ben-David .

told me on the phone that an officer had told him that my room was being upgraded to a

balcony. Not only did I pay for a cruise that I did not enjoy but also was punished with a

financial outlay of three thousand euros that I had to pay for expensive flights and a bunch

of hotels until I got back home. I never thought a Royal Caribbean-level company would

cause me such tremendous heartache and unnecessary expense.

I would like to know what you think in light of everything I have been through and what you

offer in a friendly manner with mutual appreciation between your loyal customers and a

glorious company like Royal Caribbean.

Sincerely yours

Azar D

After I booked this cruise I got an email that children under 12 cruise free. I called and they offered me an onboard credit for $1687 and it would be posted to my account in a couple weeks. It is a month and I keep checking no credit with them telling me it takes time. Called today and now they said they could not offer me the credit, the special doesn't exist anymore since I paid for the cruise in full by the date I had to make final payment. And just got another email today that kids sail free and up to $550 credit towards others. I am taking my family of 6 and paid around $25K for this trip.

When you call you talk to people working out of their houses. This is a scam. I will NEVER book with Royal Caribbean again.

Me and my husband plan a 9 day cruise with our three children on June 5, 2022. We read the requirement and had all five of us test for Covid with negative result. We drive from Atlanta Georgia for the cruise and only to be told since my nine year old son is not fully vaccinated he cannot go. Per the requirement all he needed was a negative test or a pre test at boarding. We were denied both. The supervisor name Sandra told us he cannot go even with a negative test or pre test. She state he need to be fully vaccinated. We call customer service they were rude, impatient, and lack remorse. The person in customer service say we choose not to go because the problem was with the nine year old not the others. He was asking for me to leave my nine year old behind for nine day on the dock. The customer service personnel was rude and cruel. He had no patient to talk or help me. The Covid guide didn’t say my son had to be fully vaccinated, it seem like their supervisor made it up so we couldn’t go. The customer service kept saying the supervisor can reject you if they want, it doesn’t matter about what the guide line say. We were rob out of $4335.00 and Royal Caribbean deny us any type of refund per the customer personnel. I’m very disappointed they did this to us, that is unethical and unjust. I want my money back and will never use this cruise line and report this thieving behavior. I feel robbed. Please do not use Royal Caribbean they have no remorse in bleeding you dry.

Our recent cruise Booking #4168105 (Quantum of the Seas). We put in a "bid of $200" with Royal Caribbean for an upgrade to a Junior Suite; never received and therefore I am requesting a refund check. Thank you!

First of all, your ship was beautiful, our balcony stateroom was very nice, the food service was excellent, and your people exceptional.

Now after that being said, I do have some comments/complaints to pass along to your Directors involved in planning for the future:

1. The title of the cruise was a bit misleading, "Alaskan Cruise"; it was actually a cruise to "Ketchikan & Return"! Several years ago we took a "true" Alaskan cruise; beautiful snow capped mountains, lovely fiords, and amazing glazers; this was none of that! Our balcony stateroom was a waste of money as there was nothing but "ocean" to view.

2. On Wednesday, May 4th; thank goodness we got to the port early, about 11:00am as we had to "stand" in several lines for 2 1/2 hours waiting to be processed. Very poor boarding procedures! It was so bad that our ship did not leave port until 7:00pm on a 4:00pm cruise schedule, yes three hours late! At one point, I actually sat on the dirty warehouse floor leaning against the wall as there were no chairs to be found (yes, we are seniors)!

3. Late on Sunday, May 8th; our shore excursion for the next day, Monday, May 9th of Seattle with airport delivery was cancelled; thus we had to find our way to the airport and since we had booked a late afternoon flight because of the excursion and the fact that the airline would not change our reservation, we had to sit in the airport for 7 1/2 hours waiting for our flight!

Nothing like starting out the cruise badly and ending it the same way!

Finally, the cancellation of the "stage shows" in the main theatre was not well received; the "single" performances were good, but nothing like the expected "Broadway" stage shows. We did appreciate the return of "lobster night"!

Thank you for listening; we just expected more from Royal Caribbean,

rws & mmbs

Royal Caribbean is not giving me as platinum crown anchor no benefit nor as senior false promotion on wow of cruises only did not apply to my cruise on dic for my 45 wedding anniversary nor 550 to send in board

There is a charge of $250 on my credit card for May, 2022. It's almost a year since my last cruise and I haven't authorized any charges in 2022

We have been cruising with RCCI for almost 30 years, and are approaching Diamond Plus status. Took the Wonder last month from Ft. Lauderdale to Barcelona, and were well pleased with the following exceptions:

1) Two members of our party were left behind by the Cruise Excursion bus,

on Malaga, and had to find their way back to the ship. The attitude of the

Excursion staff was 'you got back OK, so no big deal'.

2) My wife was prevented against her will from leaving the ship until she took

a Covid test. Ship staff had all of her vax and booster records, but still held

our Excursion for more that 40 minutes. To make matters much worse, when

we got back home, we found that RCCL charged us $55 for the test! That

is simply LOW CLASS.

3) Sent one piece of luggage to the wrong terminal upon arrival at Barcelona.

Also, somehow took another piece (which we hand carried off the ship) and

MOVED it to the wrong terminal. We thought it had been stolen. Three hours

later, were able to leave terminal, after missing our Excursion. Still don't know

if we received the refund for that Excursion for the three of us.

Not sure if we will ever cruise with Royal again. That trust has been LOST. Will not post anything on social media until we hear from you.

I’ve traveled on liberty of the seas a number of times. They use to have a very nice smoking lounge inside. I’ve done two trips this year and they no longer have the smoking lounge. This is highly disappointing and This trip that I’m currently on may be my last. The outside smoking area is small and uncomfortable. I definitely will look for a ship or ships that have an inside smoking lounge. I’ve heard many complaints for other Cigar smokers on burg trips. Please reconsider this terrible change. Bring back the inside smoking lounge.

RE: Cruise for Daniel and Ann Varrenti (Booking ID 1422412)

In January 2021 my wife and I were booked to take a 40-year anniversary cruise with RCCL (about our 20th cruise with your company). The cruise was cancelled by RCCL due to COVID. On January 22, 2021, cruise credit (certificates MUWV4TT, MUWV4TS) was issued to my wife Ann, and me however the credit was scheduled to expire if we did not sail by December 31, 2022. Due to ongoing COVID issues, which my entire family has had, extensive COVID/lung issues with me, hospitalizations with me, and other health issues that have developed with me this year we were not able to use the cruise credit in the calendar year 2022. On May 4, 2022, my wife contacted RCCL and requested for the reasons listed above that our certificates be extended by 3 months so we could plan and book a RCCL family cruise with your company. After almost an hour a representative agreed to extend this credit to a future February cruise. The agent said when we book the cruise, we only need to provide the credit certificate numbers and they will be applied since they are noted in our original booking. On May 5, 2022, my wife contacted RCCL and booked two rooms for a cruise for our entire family (booking number 5155862). My wife was on the phone with your representative for 2 hours, 33 minutes and 33 seconds booking this cruise. The majority of time was so the agent could obtain permission to apply the cruise credit. I have photographs of the duration of the call and a video recording with voice confirming the duration of the call and your agent thanking us for our patience and booking with RCCL. My wife literally cried due to frustration at the amount of time this booking took. This is totally unacceptable and something nobody should have to go through when planning a cruise with your company. We were connected to a resolution expert who after listening to what I just wrote (about 3 minutes) said there was nothing she could do. I believe there isn't too much your cruise line can do about the negative sediments of cruising due to COVID or the loss of future cruisers because of COVID concerns. But I believe there is something a cruise line like RCCL can do to compensate loyal cruisers like ourselves for the frustration felt and time spent simply trying to use what was promised to us and wanting to enjoy an anniversary celebration with our family.

We planned our itinerary through Air2Sea. The cheaper, direct flight made it necessary for us to travel 3 hours to Houston, get a hotel the night before and then have a direct flight the next day to Vancouver with no delays. This would get us there by 1pm in plenty of time to travel to thePort and board our ship. 29 days before departure, we receve a very vague email from Air2Sea that our itinerary has changed. We locate the United Airlines booking number in the email and log on to see our flight. Our flight had been completed changed with a stop in Denver and did not have us getting to Vancouver until 9pm...5 hours AFTER our ship departs! How does this even happen when Air2Sea works with RC to GUARANTEE you are set up on a flight that will allow you to board your ship in time? We called Air2Sea. There was no answer as to why we were moved to another, non-direct flight that would not allow us to board our ship. The original flight we scheduled was still available, so that was not the issue as it had not been canceled. So why were we taken OFF of that flight? The customer service Rep did his best to try and make us an alternative reservation which meant leaving a day earlier and costing more money for a room inVancouver the night before our departure date. He stated he was putting in a ticket to reservations to request that we be put back on our original flights and would expedite the request since we were now less than 30 days from travel. He stated we would hear somehting back in 48 hours. We heard nothing back. We have been calling all day today and also put in an email request for someone to contact us. There are 5 of us traveling together and this isthe last thing we want to hear less than 30 days before travel on a cruise we have saved fora planned for a few years now. Why use Air2Sea if they allow us to be moved to a flight that arrives hours after our ship departs?

Today I contacted Royal Caribbean’s Crown & Anchor section to inquire about my total points because they had not yet posted from my cruise on April 17th. The gentleman I spoke with was not helpful at all, but was rather rude and very insensitive.

I booked a 6 night cruise aboard Odyssey of the Seas back in March, at that time, my Crown & Anchor points showed to be 38 points; because I was the only one in the cabin, I received 12 points, which he did not dispute. However, when I asked him how many total points I have now, which would include the recent 12, he said I have 41. I asked him how that could be since 12 added to 38 is 50. He said that when he added my points, it only added up to 41. When I asked how they could make a mistake like that, he just said that it happens and there was nothing he could do about it. I told him that the mistake was on their end and that they should honor the points that were showing on my C&A account. He again said he couldn’t do anything about it. I had been on hold for about an hour and 1/2 before anyone even answered. Then, he said he’d talk to his supervisor and put me on hold for 25 minutes, just to ask a question.

When onboard the ships, the service I receive is exceptional; however, the service I received today was far less than exceptional, and he talked to be as if I didn’t matter and neither did my concern. When I told him I was a loyal customer of Royal Caribbean, and couldn’t understand why they would take the points away from me, he just said that he couldn’t do anything about the mistake, and neither could anyone else.

It’s only nine points, but for me, that’s the difference between Platinum and Emerald levels. I love sailing with Royal Caribbean, but if this is how they treat their loyal customers, why would I want to stay loyal to a company who isn’t loyal to me. And they refer to us as family.

To whoever at Royal Caribbean that might see this, please allow me to keep the 38 points I had before my April 17th sailing, so that my total is now 50 points. I want to book at least 2 cruises this summer, but I’m waiting until this matter is resolved before I do. I’d like to know that my concerns really do matter, and that I do matter to Royal Caribbean, as you keep saying of your customers.

Thank you so much for your time and attention to this matter.

Tracy

We booked a family cruise out of Galveston during Easter week via our travel agent, the trip cost 1,626.76. The reservation numbers are 7116838. Our kids, 2 and 4 years old are not vaccinated so they both need PCR Test. Since the pre-cruise test window is “no more than 3 days before boarding, and cannot take pre-cruise test on boarding day”. Our sailing day is Friday, April 15. I got both my kids tested right on Tuesday April 12 at noon, which allows us enough time to get the result. (the test result usually take 24-72 hrs). However, for some reason my kids result didn’t come on-time, the result come at 8pm on April 15, which take more than 72 hrs to get. On April 14, I texted my agent to let him know that we still waiting for my kids result, he told us if the result can not come on time, we wont able to get on cruise and we will be refunded. On April 15 morning, I texted our travel agent again saying we still don’t have the result, he told us to come to the port, if still no result, the agent at port will help us to cancel our trip and we will get refund. We got to the port and waited till 2pm and still not able to receive the result, so we cant sail (the result come at 8pm). We were given a letter saying contact Royal Caribbean (RC) team at [protected] to receive a refund for any taxes and fees? it turns out that RC only refund us for tax and fees which is about 300 something (I don’t know the exact number since we haven got any refund back yet), and the rest 1,300.00 wont be refundable. On the website all they say is “without a negative pre-cruise test result, you will not be permitted to sail”. IF RC plan to not refund to guess due to delay covid test result, they should have add NO REFUND will be made after saying not permit to sail….. it is RC fault for not making their rule clear, also their fault for not provide proper training to their travel agent staff. Their staffs fail to provide the MOST important information to their guest. If I have know their refund policy, I would have get my kids tested more than 1 place to make sure I get the test result on time. All I ask is Future Cruise Credit (FCC) so we can go later but they also refuse to give us FCC. This is not our fault at all therefore we should be entitled to a full refund or at least FCC.

Royal Caribbean pre-sail service is absolutely atrocious. I would not book with them if I didn't have a future cruise credit from a cancelled cruise in 2020 due to the pandemic. I have sent in 4 emails via their contact us by email option. My first email was January 26th and up to now (April 6th) there has not been any response, not a single one. After the initial booking there were 2 price reductions so I called them to get the new price. They agreed to the new price but getting the refund was a nightmare. The 1st time I followed up they said the refunds were rejected but could not explain, so they have to resubmit. After 1 week I followed up and they said they have processed the refund and the money will be deposited to the respective credit cards where they took the funds. Of course they didn't do that. They refunded to 1 single credit and left for the traveler to sort things out. When I complained my experiences via the chat the agent kept telling me he could not help me. He gave me an UK email and rudely closed the chat. I emailed to the UK email address. After a week, with follow up email, they came back and said they only handle UK travelers. They gave me a customer service phone number to call. I called but the agent said she has to bring this to her supervisor and that the supervisor will call back within 24 hours. It has been 48 hours and still have not heard from any supervisor. Each time I phoned I spent at least an hour on the line just waiting to speak to an agent. I am Ok to wait if my issues can be resolved. Booking this cruise has became a nightmare. I am exhausted before I sail. I am sailing this Saturday and my issues have not been resolved.

I have been trying to call and change the date of my cruise. The hold is approximately 2 hrs or more. I finally got through and it was the wrong extension. Than I called again today and finally got a hold of someone but they cancelled everything and took my money. They are very inconsiderate of the matter. And definitely will find another cruise to sail. The customer service wasnt at all helpful and rude. They are not considerate as how long we have to wait to have a respond

We canceled our cruise on 12/31/2021 #7556618. We have not received the refund requested. Several contacts were made regarding a refund and NOT FUTURE CREDIT. We did not ask for future credit because of the uncertainty of the COVID and our own health issues. We filed 2 complaints with the BBB for a refund. We were then contacted by the BBB and told that a refund will be issued. We contacted the cruise lines after NO refund was made. The first BBB case was closed because we were told that a refund would be issued. That didn't happen; another contact made and we were told our refund is in process and we still have not been refunded. We waited over 30+ min on the phone and were hung up on.

March 22, 2022 - We have talked to and contacted numerous RC employees about this matter.

All RC employees expressed their sincere concern, were courteous and would get back with us about a resolution. NON did!?

PLEASE READ THE FOLLWOING

February 24, 2022 URGENT

Royal Caribbean International

1050 Caribbean Way

Miami, FL 33132

Subject: COMPLAINT regarding treatment at Boarding, booking no. 7136514

(Customer service number [protected]

[protected]@rccl.com)

Dear Royal Caribbean

The purpose of this letter is to lodge a formal complaint to the appropriate authority with Royal Caribbean [RC].

Specifically, we have a serious complaint to present to someone in authority with RC that can talk to us, respond to us, take responsibility for having that authority and to make a decision that is proper and reliable on this matter.

We, Gerald & my wife Dorothy Horton, are Royal Caribbean Crown & Anchor members, numbers [protected] and [protected] respectively.

My wife Dorothy Horton and I have been sailing exclusively with Royal Caribbean since April 2007 and with others on prior cruises from 2003 to 2006.

We have been very satisfied with and pleased to be customers of Royal Caribbean and haven’t even considered other cruise lines because we have been so pleased with the entertainment, the service on and the quality of Royal Caribbean cruises.

We are so glad now that these CDC Covid guidelines of the last 2 years are now being somewhat relaxed allowing cruises to resume out of the USA.

My complaint and that for which I seek remedy from Royal Caribbean is: we attempted to board Harmony on Sunday January 30 at Port Canaveral and WE were both denied entry though we had legitimate documentation on all vaccinations and both had and presented valid NEGATIVE Covid-19 tests performed by our local Pharmacist.

We both have had both Moderna vaccinations and both boosters and provided that documentation to RC entrance personnel for the boarding of the cruise on Harmony.

We both had Covid negative tests taken on Friday Jan 28, 2022 11:38 AM and the documentation from our pharmacist which we provided to boarding personnel on Sunday January 30. Attached are copies of these negative Covid reports.

Both our negative tests were rejected by the dockside RC employee, Al Kierce [ if that is his real name ].

We then asked Al Kierce why and how he could reject these tests? Al Kierce said your papers does not have the date of the Covid test documentation on it. Both test reports do have the date taken! What else could the date on a Covid test possibly mean?

I then asked what do you mean a “proper date”?

Al Kierce (I’m not sure he gave me his real name) stated the paper report had to print out “Date Completed” not just merely have a date. Again, what else could the date mean?

I expressed to Al Kierce he was being unreasonable because if there is a date on the test the printed date on our documentation has to be indicating the date the test was taken as the results of the Covid test are the only subject and purpose of the test results paper/documentation.

Al Kierce said call them [White Oak Pharmacy] and have them send “me” (Al Kierce) a fax.

That’s not possible as my small independent pharmacist is not open on Sundays like the “big box” Walgreens and CVSs in the USA.

Al Kierce rejecting our negative Covid test was arbitrary, without basis, and capricious. He is enforcing rules that are not his to enforce. He is determining on his own that our legitimate negative Covid test is invalid, is fraudulent! In fact, he [Al Kierce] is determining our negative Covid test documentation to be fraudulent with his decision.

Furthermore, his [Al’s] rejecting our VALID negative covid tests is tantamount to accusing us of fraud by him declaring them invalid (fraudulent).

We recently boarded Allure [about 8 weeks earlier] on Saturday November 27, 2021 with very similar documentation. Our negative Covid test report was totally acceptable then.

Can you imagine yourself finding a testing medical facility on Thanksgiving Day [Thanksgiving Holiday in the USA means almost everything is closed ]? I doubt any of your Royal Caribbean staff that is not from the USA can appreciate or understand the foregoing statement. SO, Whoever is reading this, if you are not from the US then go talk to a Royal Caribbean staff member from the US with US citizenship … PLEASE.

Allure’s departure was 2 days after Thanksgiving Day. Can you appreciate the fact in spite of being on Thanksgiving Day we did manage to find a medical facility open on this National Holiday willing to test us. Thanksgiving Day this facility did perform the “QuickVue Rapid antigen COVID-19 test” They closed shop at 4:00 pm on Thursday November 25, 2021.

Additionally, I required 4 surgeries and procedures in 2021, June and Oct. which required negative Covid tests. In all 4 cases my negative tests were acceptable.

If you have read this far, if you understood this letter and if you have the authority to reverse this abomination, then I ask for the following:

1) First - please have someone of AUTHORITY with Royal Caribbean call me and my wife to discuss this matter.

2) Second - please Refund $210 to Dorothy Horton for the 2 unnecessary Covid tests we were forced to take in Port Canaveral Sunday January 30, in order to board Harmony of the Seas.

3) Third - I ask you Royal Caribbean to investigate if there is an Al Kierce working as a Royal Caribbean employee or contractor. Al Kierce also intimated another matter that I wish to discuss with a high official at Royal Caribbean. So please call us.

4) Fourth - Regardless whether you find Al Kierce we both ask you to investigate if there is any possibility Al or whoever that person was of taking a kickback (money) for requiring people to the nearby Covid Testing, LLC under license of Dr. Patel, D.O.

We were so upset about Royal Caribbean’s rejection of our legitimate negative Covid test results that we were emotionally unable to talk to Royal Caribbean about this travesty of justice for several days while on our Harmony cruise.

Incidentally, we related and discussed this Royal Caribbean rejection to our North Carolina registered pharmacist, Dr. Curtis Illig, and he told us he had tested over 500 persons at his pharmacy and there had never been a rejection of his test results. A copy of the Hortons negative covid tests are attached.

Finally after days on board the Harmony we asked for an appointment at the pursers office with someone on Royal Caribbean with authority in the matter on the boarding of passengers. We met with 2 persons purportedly with such authority or so we were told We met at 6 pm Feb 3. Instead of one person in authority we were met by Ms. Alissa Agard and Mr. Bogban Leonovich. We were told Ms Agard’s title is Guest Admin. Officer and Mr. Leonovich’s title is Departure Officer.

We told both Ms. Agard and Mr. Leonovich of this awful experience we had in attempting to board the Harmony on Sunday January 30,2022. Though they (Agard and Leonovich) both were very courteous, they ended up both saying they would pass along our concerns. Supposedly they took our concerns to higher personnel on February 3. We have heard nothing from Royal Caribbean about that meeting or their concern! They (Agard and Leonovich) took my information and gave us contact information to express our concerns: that information was - [protected]@rccl.com and Royal Customer Services [protected]. We have now contact both and heard nothing. IS anybody there?

At our Feb. 3 meeting we showed our negative tests to Agard and Leonovich [copy attached] and asked Ms. Agard and Mr. Leonovich if this negative Covid test was acceptable? Ms. Agard said my negative Covid test paper doesn’t have a seal. (What kind of seal?)

We asked Mr. Leonovich his opinion if our Covid 19 negative test was acceptable. He said he thought it was acceptable but it didn’t look very good or authentic! Is this how Royal Caribbean chooses to do business with its long term customers?

We have booked a cruise on May 7 through May 15 on MARINER of the Seas and must have this matter resolved or we shall be forced to cancel that Royal Caribbean cruise and all possible future cruises with Royal Caribbean.

How can we possibly cruise on another Royal Caribbean ever again if RC does not accept legitimate negative Covid test reports for 3 invalid reasons? I cannot afford nor can I risk traveling to Florida to find out I am rejected from boarding for ANY reason.

PLEASE CONTACT US

Gerald and Dorothy HORTON

Crown & Anchor Diamond Members nos. [protected] and [protected]

My Husband have booked a dinning package in the up coming May cruise,the Spectrum of the Sea on 5th May 2022. Due to your system that does not allowed him to choose the day of dinning and by Default it was put on the day 1 dinning at Chop Grill which we do not want it.

My husband called in and have spoken to the person in charge name Alan which was on the line with my husband . We have called around 1545 on

22 October 2022 and my husband has requested him to change our day 1 reservation and to 2nd nights dinning instead but somehow he has mislead the conversation that we want to cancelled the dinning package and rebooked on another day. We have told him to cancelled our 1st day dinning which we do not want to dine on the 1st day and move to 2nd day. Instead he cancelled our whole dinning package

Alan has not learned to listen to our conversation clearly and he even make his own smart Alex initiative to cancelled our booking straight away which that is not what we are asking for or have requested it. All we want is to change our dinning package date to another day of booking.

He even did not apologised or remorseful to us that he has cancelled our booking and insist that it is our request to him to cancelled the dinning package that we told him. This is really a miscommunication on his side that he did not learn to listen to what our need and still insist on his right that we have requested it on our own cancellation. He never put us in our priorities as we are frequent traveller on board and we are in Diamond Status.

To be honest we always thought Royal Caribbean has always trained their staff well and equipped with good solutions given to pax who has problem on board. Alan has ruined our confident with Royal Caribbean and your dinning package system has given us second thought to whether to cruise again with you guys.

Please reprimand Alan on his behaviour to learn to listen carefully and ask any questions if he does not understand. Customer is always priority if he want to stay in service line to be tactful enough to able to communicate well with customer to make them happy,

That all I want to said. I don’t think I want to give a second thought to cruise again and we have a few up coming cruise that we have booked on the last shipped.

Shermaine,

PS: Our ID 6832785

We had two rooms on the January 8th sailing of the Symphony of the Sea (#352677 and 352624) which was cancelled with less than 24 hrs notice on January 7th. We purchased 2 boxes of COVID tests through RCCL Optum store ($139.98) and took them on January 6th as instructed to take two days before sailing. We used your suggested testing to ensure they would be back in time and accepted at the pier. We have emailed and called RCCL numerous times about this and finally was told by RCCL (Marissa at customer service) to contact Optum and let them know the situation and to mention the cruise was cancelled was due to global cancellation. We were told they can send us replacement tests. Optum told us they cannot replace them. We called RCCL today to try to get a resolution since we are rebooked on the Allure of the Seas on April 10th (2 cabins). RCCL said they cannot do anything since we were already given a refund and FCC. If our cruise was not cancelled with less than 24hrs notice (still we have no idea why it was cancelled) we would not have taken the 4 ordered tests and would have had them to use for our next RCCL cruise. All 3 of the adults going on the cruise have cruised on RCCL many of times and have always been satisfied with our experience. This is the first time we have ever had this many problems. Thank you for your consideration.

2/26/2022

Good evening,

My name is Melanie M. Olson. This letter is to make Park West Gallery and Royal Caribbean aware that I’m returning the Itzchak Tarkay serigraph title: Rendezvous In the original packaging box by the same means in which it was sent to me, because it’s not the painting I purchased at the auction on Royal Caribbean cruise ship Liberty of the Seas in November 2021 for my birthday. I was told I would receive the painting in two weeks. After December I called Royal Caribbean customer service to make them aware I had not received the painting and they gave me the contact number for Park West. I finally got a Park West representative named Miriam on the phone and explained to her about my purchase and was told by her they did not have the painting and she would investigate. It is now February and to my shock and displeasure, what is in the box is a serigraph, poorly done, physical features distorted in size and shape, and incorrect colors used, and the signature doesn’t look right. The woman’s hand is even touching the signature and it isn’t in the painting I purchased. I contacted Park West and Royal Caribbean again to make them aware of what was sent was not what I purchased. Again, I was told that it would be investigated. The artist is deceased as of 2012 so he could not have signed this serigraph replication of the painting. I would never have bid on a serigraph in the first place. If the auctioneer had said that the sell was for a replication of the painting, he was presenting, I would never have bid on it. I was told by the auctioneer I would receive the exact painting I purchase but with new frame because I pointed out to the auctioneer that the frame was chipped. I took a picture of the painting I purchased which I’ve submitted to Park West to show what I purchased isn’t what Park West sent to me. The auctioneer stated that if the buyer wasn’t satisfied Park West guarantees they will give a full refund and pay for shipping and handling. I’m very disappointed with this whole situation. Please send my complete refund purchase price with the added cost of Fed Ex mail cost for shipping and handling. I’ve notified Royal Caribbean also that I’m not satisfied with the product I was sent from Park West Galleries and that it isn’t what I purchased at their ships Park West Gallery auction.

While I was finalizing the purchase with the auctioneer, he said he was curious and asked why I purchased that particular Tarkay because it had not been in the galleries set up of previewed art, and it was pulled from their storage. I explained I’d passed by the other Tarkay’s set up in the gallery many times, but this one wasn’t like the others. I knew I liked Tarkay but none of them had the quality of allure that this one had, nor did they look “right” to me. I was the only bidder for the Rendezvous. The painting Rendezvous presented in the auction had a style, depiction of the characters was telling a story in their casual posture and the colors were vibrant. This serigraph is not like the painting I purchased, because has wrong colors, size, shape of the peoples features, and artist signature is not correct. It is dull in comparison to the painting I actually purchased but did not receive.

V/r,

Melanie M. Olson