Royal Caribbean Cruises
Reviews and Complaints

I would like to file a legal case to this employee here in the Philippines for Extortion. He gets money from me via black mail. I dont get why you have employee like that. I dont want your company to be involved, but i dont have any choice. Mr. Niko Bryan Ligon from RCCL keeps on threatening me and asking for money. I already talked to our legal department here, and i want to file a legal case so that he cant work overseas. This issue must be addressed asap. Thanks

Our connecting flight was cancelled. They never notified us... at 8:30pm the night before we were suppose to leave we checked our flight and found out it was cancelled. We called... they offered no help... told us to call the airlines. We had to jump in our cars and drive to Dallas at 2am in the morning. We incurred additional cost for parking our cars... it was $192 per car... We had mileage on our 2 new cars.. we had cost for changing our flights on the way back to fly to dallas to pick up the cars, we had to pay for shuttle between the airports in Dallas... This saved us from having to pay for 2 airfares... ( I have a companion pass on SW) They offered to reimburse us for the airline fare they didn't provide from OKC to Dallas. Our total expenses were $1785... they are offering Refund of $90 per person for all that it cost us.

We booked a cruise on the ovations of the seas to japan on the 7th july, 18. We rang the travel agent to explain that my mother had to have a hip operation in late may & we couldn't leave her & go off on a cruise in july. We asked to cancel the july cruise but to transfer the monies paid which was $1700 to another more expensive cruise from new zealand to australia in january, 2019. We were shocked to be told by the travel agent that royal caribbean said "we could not transfer the funds to another cruise & that we were going to lose the$700 deposit". We contacted the travel agent 122 days from royal caribbean inside penalty policy (inside penalties means (150 days before cruise departure.) we were not aware of this arbitrary inside penalty policy but even if we were, we weren't asking for our money back but to be transferred to a more expensive royal caribbean cruise. We are on the verge of retiring and were planning to do a lot of cruising. We were also talking to our family about us all going on a cruise for our 45th wedding anniversary in 2020. However, this whole experience has left us with very negative feelings about royal caribbean as a company and we will think twice before we ever book with them again.

We booked this cruise several months back and unfortunately a week before the cruise our Grandson who we have custody of went into the Hospital. We did not have the cruise insurance so I contacted an agent to explain our situation. She said our only recourse was to send a copy for the proof of the admittance into the Hospital to BobiSue Campbell and she would have to make the decision on any allowance if any if we are unable to take the cruise. I sent this information out to her on March 8th along with my contact phone number. I received no response so on the 10th I made a call and at that point I was told she had been out for a few days (Which I was never told) and was out today as well so they said they would leave a message for her to call me the next day for sure which never happened. No agent could tell me what the resolution was however I did see a cancellation come thru and on Thursday so I contacted her again for an explanation again with no response. I called the agent again on the 17th and was finally told that we were being credited 50%. I understand that you have limitations on these type of situations but I have a problem when none of this was communicated to me before the cruise left the Port! My grandson was released from the hospital on the 10th and even though his Doctor advised us not to take him but had I known there would be only 50% coming back to us we could have made arrangements for someone to stay with him while my wife and I went on the cruise or even had him re-evaluated by his Doctor before we left to avoid this loss we are now faced with. We had planned this trip way before we were flooded by Harvey without Flood insurance and little assistance from FEMA but we decided to take the cruise anyway because we had a great experience on the last cruise we took years back with you'll not expecting our Grandson to be hospitalized . Thank you for your consideration in this matter and if you need copies of the emails I will be happy to provide those for you. Dennis Velek [protected]

We spoke to a reservation clerk who said the call was recorded. We made the arrangements and received an email with totally different information. We called and asked them to pull the recording. After NEVER receiving
a call back, we called and was told there was no recording. No one carried, .o one would help us. Book only through a travel agent and don't trust the agents or customer service.

Reservation 2070054. I saw an internet price for a Royal Caribbean cruise I was interested in for our third Royal Caribbean cruise. When I called to book, the representative told me that she could not see that price (even though it was on Royal Caribbean website). The representative further told me I could book at her best price and submit a 110% price guarantee form, which I did. My final billing was over twice the advertised price with taxes, fees, and gratuities. I verified the same price I originally saw on the Royal Caribbean website the next day and submitted a Price Guarantee form with screenshots I had saved. The price guarantee was denied with no reason given. I then called another representative after the denial and that representative said he could give me a credit, which he did. I did not know at the time that he had rolled the onboard credit I was to receive into the "rebate" making it seem like I received something I did not. Because a credit was applied, the best price guarantee team said they could not do any further adjustments. I have tried for months to resolve the situation without any success.
I have repeatedly been told by representatives that they could not see the price I see on the Royal Caribbean website, and even repeatedly told that the best price guarantee is routinely given up to 90 days prior to sail date. When I ask for documentation of the best price guarantee, it specifically states within 48 hours (even though I did do this). When I called a Senior Cruise Consultant, I asked specifically why representatives cannot see the same price I can on the company website. I was told the price should be the same. I fully agree but that is not what happens. Even after boarding, the ship television advertises the best price guarantee for booking next cruises and state they will match price again and again. I asked the Next Cruise Consultant about the best price guarantee and was again assured that the price match would happen up until 90 days prior to sail. This tells me that Royal Caribbean falsely advertises cruise prices and the representatives are either misleading or poorly informed of the best price guarantee program.
If I had known of the difficulties in getting Royal Caribbean to honor what they advertise, I doubt I would have agreed to the gratuities. It is my opinion not many people would allow an 18 percent gratuity to employees of a company that overcharged that customer over 30 percent of what was advertised. I cannot see any situation in which I would consider Royal Caribbean cruises in the future.

I purchased a $2, 970 Diamond Ring on 5/5/2017 in Cozumel. The ship Liberty of the Seas endorsed them but they are a scam. I was supposed to get a rebate of 8.9% or $262 in 90 days. It is now 6 months later and no rebate. I have emailed several times and get the story that it is line for payment. The last email I was given to different names to email for the status of payment. I have not had a reply.

This past Sunday (10/22/17) I disembarked Liberty of the Seas (res. #7352306) . My biggest complain is the water on the floors in the bathrooms as well as the main walkways going through the pool areas. I was walking to the Windjammer as carefully as I could and slipped and fell (10/20/17) at the pool area. I was no where near the pool. The water was in the main walkway right in front of where chairs were placed against the wall. There was not one worker mopping anywhere in this area . As a result my right leg is black and blue. I almost slipped in the bathroom as well. I did not report it as I should have BUT this much water in inexcusable! I understand there will be water around the immediate pool area but there should be some sort of non-slip mats placed in these main walk areas. The bathroom sinks should be redone so as not to splash as much water as they do. There was not one bathroom that I went into that wasn't covered in water! I know I cannot be the only one to have slipped in these areas so something needs to be done. I am going on another pre-booked RC cruise in December, however this will be my last one. I am not looking forward to having to deal with this issue again.

We are scheduled to a ROYAL CARIBBEAN cruise, in the Oasis of the Seas, next 17, september, from Port Canaveral, Florida, reservation 9587202.
Due to weather conditions, all flights from my country, Brasil, were cancelled this week, and I am arriving only next week. So, I could not embark on time.
I know the cancelation rules, but I asked the company some flexibility to move my reservation to the first october, the same ship and the same cruise.
The answer, till this moment is negative...
I hope they consider the needs of their clients!

Respective reader of this email I am a former employee of our company 871357..this message is strictly based on emergency message s wich are send to RCCLHOME...sir/mrs...this messages are not answered at all not even in a real extreme emg..even now message s that are like a question are not being answered in my case I hade some questions based on return ticket refound becouse I left on early vacation in June 2017 wich is based on emg sit back home and I cannot return at all..and in my HR center on Harmony of the seas wich I also was wisiting they explined that after 6 months company is paying your ticket fee for your flight home and oposite dirwction is payd by you in the case u dont come back REFOUND..what never happened why? and in sted of any normal answer I am being block from yahoo...still thats not all; few yers back Freedom was on DD..first week my sign on on wich I was not ON...why..lack of em cards..no space..we ware strained in port canaveral no answer from RCCL Home..then USA citizens called in for us ...and its salwed in 2am I dont know after all of this and more wich I didnt mention CAN u help me with my question wich is already questioned. ..and can u help my college who and from ever they are that they don't have a same situations along the way...thank u werry much for understanding. .and patience ...(if this is not for crew mmbrs please provide the compatible personal for this issue. ..thnx

I just recently found out on August 18th our trip on Sept 3rd on Allure of the Seas has changed, not due to any weather related issues. But being told due to speed restrictions. Reservation # 9316399..We chose this trip since we have never been to St. Kitts or St. Thomas. Now we find out we are going to San Juan, which we have been to numerous of times on other vacations. No one can give specifics or offer any kind of upgrade or any kind of offer. We have been dedicated Royal Caribbean cruisers and now our opinion has dropped drastically. Even if we wanted to cancel being told we would lose lots of money--so that is not an option at this time since we have purchased airfare and hotel reservations for the day before the cruise. Even at this time and date your website shows for Sept. 8th 2018 the Harmony of the Seas taking this same itinerary as our original trip to St. Kitts.

We are going on a Caribbean cruise starting October 1st and we have had it planned since January. Not only is this our vacation, but we are also getting married on this cruise. We are both in the Emergency Services field & we are getting married on 10-4. Well, little did we know, our cruise was changed, we are not going to St. Thomas on 10-4 as we had planned since January. We already had our wedding planner & everything in St. Thomas. We had our wedding paid off. We were not notified or anything. We are not going to st Thomas until the 5th. We are going to be in Puerto Rico on the 4th, which we weren't even going to go to at all. I HATE Puerto Rico. We didn't want to go there. We are not even sure if we can have our wedding or not now! They have ruined the most special day of my life! THANKS ROYAL CARIBBEAN! Word of mouth is the best advertisement & I can guarantee that they are going to get the WORST advertisement from me. I will MAKE sure I give them the worst every day of my life for ruining this special day for us.

I have booked Adventure of the sea on 2018, January (REV # 4525525). I got an -email to inform that is is cancelled due to dry dock. Customer has a recommendation to re-book other specific date with the same route to South Caribbean (same fees). And if the flight is already booked, it has a claim flight for international $300 each person.

I have booked a flight to Puerto Rico for the cruise in January with non-refunable of 4 members of my family. And I do a re-book for other schedule cruise in March, 2018. I am expected that to prove the flight booking document and request the claim of flight due to their cancellation cruise trip.
However, it is rejected because they didn't accept the flight booking statement. I have to provide the "Flight Change" for the new date of Cruise.

I have a complaint that Royal is no reason to force customer to re-book the flight with the same airlines. Flight change requested is not fair to customer. It is because it is including the flight penalty for airlines. Airlines policy is to cancel the current flight and re-book a new flight with penalty. As Royal said that they cannot accept the cancellation of the flight, just insist to show the flight change in order to claim the flight fees. I cannot do it this way from the airlines. If I request the Airlines to show the document for Flight Change, they have to charge administrative fees.

Actually, Royal Caribbean Cruise company cancel the original cruise date with their reason, it is unfair to all customer which paid the deposit to receive the cruise. Royal request the not fair documents to claim the flight fees and protect the customer. Really, they have only $200 to accommodate on-board credit only for re-book cruise. It is not a fair compensation to customer.

I am totally disappointed of their policy as they are famous large cruise company in worldwide. Everything is "NOT FAIR".

Not think to cruise Royal Caribbean cruise line again !

Janet kennerly — enchantment of the seas
Reservation #7697318 — sailing date-4/28/17
Cabin # 7118
Cabin attendant — anthony lincoln

We have sailed with rccl several times — adventure, explorer, freedom, voyager, majesty, oasis and the latest-enchantment.
We are platinum members of the crown & anchor society.

Suspicious occurances which I did not appreciate:
(1) I always make sure my safe is locked when I leave my cabin because that is where I keep my passport, credit cards, cash etc when I leave the room. I came back to our cabin 7118 after dinner (4/29) and found my safe open and the doors where the safe is open. I checked my cash and to be sure everything was there and found nothing missing, however, I found this to be strange as this had never happened before. (2) on the day we were to leave the ship (5/1) we went to the windjammer at 0630 and returned to our state room approximately 0730 to complete packing. We found anthony had entered the room, made up the bed. I did not appreciate that because all of my personal items were out and especially my purse which, again, contained all of my money, and all listed above. No state room attendent had ever entered our room before all of our luggage was out. Mr. Lincoln was a couple of cabins down when we left for breakfast so he knew we'd left the cabin. I have notified my credit card (Discover) and my bank for the atm card in addition to all the credit reporting agents of possible fraudulant charges which may appear in the future or attempts to open credit in my name due to possible stealing of my information! Mr. Lincoln was polite and did attend to all of our requests in a timely manner. We did give him a generous tip however in light of the above-named occurrences I did not trust him because now a days people are stealing your information and selling it!
We love rccl and will continue sailing with rccl.

We just returned 3/18/17 from cruising on Harmony of the Seas. The night before we disembarked, I left my wallet in the casino. When we were disembarking the ship, I was advised that my wallet had been found at the cashier's desk and that I needed to pick it up from Guest Services. I had to rush to get it as we had to get to the airport to make a 10:40am flight. When I got home, I realized I had a Cashout Voucher in my wallet. I called customer service and they transferred me to Casino Royale Customer Service. I spoke with Chris Butler out of Springfield, OR (who told me that asking where he was located was irrelevant) told me that I couldn't redeem my voucher unless I used it on another cruise within 30 days or gave it to someone else traveling on a cruise within the next 30 days. Seriously? This is MY money, whether it is a voucher or not. We are Platinum members with Royal Caribbean and I find it difficult to believe that it is legal to require a customer to spend thousands of dollars to go on another cruise to get $90 returned. I'm also sending a copy of this complaint to Royal Caribbean.
Please respond as soon as possible as I apparently only have "30 days" to resolve this situation.

I sailed on the Oasis of the Seas January 22 - 29, 2017. My suite was 8630. My cabin steward was Gusti. I left the ship on Sunday the 29th. When I unpacked on Monday I found that I had left my jewelry on the ship. Two long silver necklaces, one bronze chain with a diamond clasp, one pair of earrings, five thin bangle bracelets. I left the jewelry in the mirrored cabinet on the left side of the mirror on the second shelf from the bottom of the cabinet. I called RC immediately on Monday. They said they would get back to me in a few days. I was sure they would find it. She called me back a few days later and said they didn't find it. I asked her to check again. Asked her if anyone had actually contacted the housekeeping department on the ship. Maybe asked Gusti if he saw it. She said she would check again. A few days later, today, again she informed me that they did not find it. I asked to speak to someone else and she told me there is no one else. Apparently everyone in customer service is a supervisor and there is no one else in the company that has any interest in talking to unhappy customers. After some discussion about how my jewelry could have disappeared from that cabin she said she wasn't even sure the jewelry existed, essentially saying that I was lying. Sadly, I do not have her name. I was so angry I forgot to write it down! I am not new to Royal Caribbean. I achieved diamond status on this cruise. I would love to hear from someone at Royal Caribbean if anyone cares.

First let me say that my husband and I cruised with Royal Caribbean several times and were very pleased with everything.
We then were on a Carnival cruise for a family reunion (booked by someone else in the family). We were more than pleased with the food, service and amenities.
This December, 2016 we decided to come back to Royal Caribbean to cruise on the Freedom of the Seas (which we were on previously) and what a disappointment!
1. The prices of the drinks were not only much more expensive than on Carnival, but the 18% service charge was ridiculous.
2. Each evening I would call room service to have coffee delivered to the cabin each morning.
- Day 1 – they forgot
- Day 2 – wrong time
- Day 3 – they called at 7:00AM to ask if we had ordered anything
- Day 5 – wrong order
Really! We did not ask for breakfast in bed – only coffee!
3. The TV reception was horrendous – there were more Spanish stations then English stations and there was no reception when in port.
4. The showers in the men’s sauna were not all functioning – that is unacceptable.
5. I attended a seminar that was advertised in the Daily Planner, Dec. 12, 2016
“Turbo Charge your skin with Biotec” – The event reads:
Today at 3:30PM our International Spa Estheticians will be hosting this amazing seminar. Where you will learn everything about your skin, and how the Biotechnology can help you to get the flawless skin you always wanted! All attendee’s will receive a mini taster Biotec facial complementary! Call 6982 to reserve, spaces limited. Vitality Day Spa, Deck 11.

After the seminar, myself plus 4 other women asked about the “mini taster Biotec Facial” that was to be complementary. The Esthetician said “oh, it’s only a little sample on the back of your hand and I already explained how the system worked”. Do you think any of us signed up for a facial after that come-on!
6. And to top it all off, my husband and I had dinner at Chops Grille. The food was very good however, where do you get off charging an 18% service charge on a $75.00 bottle of wine>
18% for someone to open the bottle? That was not only insane it was also a horrible charge of gouging on the part of Royal Caribbean. Totally totally unacceptable.

I really do expect an explanation and reply to these issues – it is the first cruise we took on Royal Caribbean that has really left a bad taste in our mouths.

MOLD, MOLD in cabin 9342. Was sick 6 days of a 8 day cruise. Did not know prior to sailing that the Navigator has had a mold issue dating back to 2006. If I had known I would changed to another ship. Their remedy for my suffering, 15 percent off for each family member's next cruise. During the cruise cabins on decks 7 and 9 flooded, several passengers suffered cold systems after boarding the Navigator - Mold. The third night was so awful, my suffering consisted of a sore throat, conjestion, coughing, sore neck, heavy phlegm, and chills; this was not a vacation. This ship is going to kill someone if they do not fix the mold problem. Despite keeping my balcony door open, no relief. I am home now still conjested, still have heavy yellow thick phelm coming from my throat and nose. Was advised to wash all clothing and wipe all plastic items with alcohol or borax and get rid of canvas luggage to prevent contaminating my home. Yes a very moldy, horrible experience aboard the Navigator of the Seas. My advice- do not travel on the Navigator.

We set sail on 6/21/15 on the Freedom of the seas. My laptop was stolen out of the room and we didn't realize it until we had returned to the port. When we returned and called them they gave us the run around. They said they would get back to us in 48 hours, however 4 days had went by and we received no call at all. I then called them and they said the inventory hadn't been received from the ship and it could take up to 3 sails to get it . So I said OK I'll call back next week. 3 minutes later they called my husbands phone and said they were following up on the report and "they didn't find a laptop" They are full of bull and I am now on a mission to let anybody and everybody not to use them for cruising.

Be careful if you buy air tickets with your cruise from Royal Caribbean! They will take Choice Air tickets as a hostage and demand more money for the cruise as they’re pleased!
It happened to me. They wanted more money after I had paid everything in full. I called but they were also confused about what the extra charge was for. The wait on the phone was terrible too. Talked to 5-6 rude customer services and I decided to cancel the trip. They laughed at me and said, "If you cancel, you will get penalty from Choice Air!"
I did cancel my trip anyway. It's disgusting. I didn't want them to have more business from me on board. I was sure they will find ways to rib me off if I go on with the cruise. Got $100 penalized for each piece of the tickets --$400 total!