Royal Caribbean Cruises

After arriving at port, I dropped off my luggage with the porter and waited for it to arrive at my room. However, the luggage never arrived, and still hasn't arrived nearly a month later.

I spoke with Guest Services every day and while I appreciated their efforts, there was minimal indication that they hoped to rectify the negative experience that overshadowed my entire weekend and the following week as I was stuck in Florida for Thanksgiving with no clothing.

Eventually they provided the minimum amount of credit for me to purchase overpriced clothing and toiletries on the ship, but it took multiple days for me to get a real response.

A month later and I'm still so disappointed in this experience. Over the past month I've emailed, called (while being left on hold for over an hour), and haven't felt any real response from Royal Caribbean that they understand the plight I was, and am currently, in. I've asked to speak to supervisors and been ignored. I've asked to speak on the phone instead of email and been ignored.

Now I have to replace a quality luggage bag and 10 days worth of clothes because of an unfortunate scenario that Royal Caribbean won't take responsibility for.

I had set sail with them multiple times in the past, but now I see their true colors when faced with a situation where they can make a situation right.

On 8/28/22, cruise for seven days as a Diamond members. Our original REAL Samsonite suitcase with a built-in lock was damaged. Three-man maintenance crew couldn't open the lock and eventually broke it. The built-in lock can not be replaced, and the suitcase can not be locked anymore. They wrote the report. The Senior Guest Service officer, Mr. NK, promised to credit our VISA with $200. It was never credited. Upon our return to the port, seven days later, until 9/30, we had a nightmare of finding anyone in the Royal Caribbean who would solve the problem. Every day we were waiting for over ONE HOUR for someone to answer the phone. Then they forwarded us to another clerk, who responded only after 35-45 minutes of waiting. After a few days of struggling with the multitude of leaks, we discovered that the Senior guest Desk officer, Mr.NK, should give us a yellow copy of the report, which he never gave us. He made us sign the half-blank form and said he would complete the rest of the document. Later we discovered In his claim; he never mentioned the $200 credit he promised to us. The problem is still not solved.
So we ordered our 11 days cruises in November and January with another cruise line for a much cheaper balcony cabin.

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 talk or help me. The Covid guide didn't say my son had to be fully vaccinated, it seem like your supervisor made it up so we could 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. If there was a zero star that what I would give them.

RC is nothing but problems. We have had to call over issues many times. We are always on the phone for over an hour and about 50% of the time we get "disconnected." We were sent an invoice that shows a zero balance and then five months before the cruise, 5 months after the booking we were sent a new invoice saying we owe $1000. If we do not pay the cruise is canceled without a refund. We have always booked through Carnival and will only book through Carnival in the future. When I told them that, they basically said they didn't care, I was only one person.

On top of that, the "all-inclusive" cruise doesn't include the majority of restaurants on the ship. All ships have upgraded dining, but RC wants to charge for all of it. The ship is small and outdated compared to others we have sailed on.

The attached itemized receipts show that our payments "disappeared" and new amounts owed. No explanation was given. We were just sent new invoices. After 3 and a half hours on the phone with three different people, we were told there was a system malfunction in April when we booked that made it look like we paid more than we had. We had originally booked in 2020 and had rescheduled several times because of COVID. We did not pay the deposit in April 2022, all balances were carried over from original booking in 2020.

I have no idea how they have four stars.

I have been on many Royal Caribbean cruises and become more disappointed with each one. We were one one a few weeks ago and I went to to Guest Services to ask to have the gratuities removed from my statement as we prefer to tip in cash. I was told they were, yet when I got my final bill, they were not removed. I have called multiple times and have been promised a return call, and to date, have not received any response. This is obviously their new scam, as when you get their automated voicemail, there's even an option to select if you are dissatisfied with the automatic gratuity charges. As a platinum member, I would expect much better service. They charged all 4 people in the room, which adds up to near $1,000, so I am either going to have to involve my credit card company or our attorney. I am incredibly disappointed with the service we have received. Check cruise reviews before booking with them - you'll see that their service continues to fall where others continue to increase.

Just went on a five day Florida to Bahamas cruise on Enchantment of the Seas with grown daughter. Overall it was fine and the private island-CoCo Cay- was the highlight of the cruise. A couple of things to be aware of, the staterooms are older and in need of refurbishment and updating. RC really pushes the drink packages-basically you would need to have 10 beers or 5 cocktails/wines each day per person to break even. The WiFi packages are also pricey so go "unplugged" and really relax. Here is the kicker-in order to print your airline boarding passes you have to pay for an hour's worth of WiFi for $15. Makes RC look so petty. The common areas of the ship are very nice, only one formal dinning room so be sure to make reservations. All of our interactions with the staff were very pleasant.

We received an email 3 months before the departure time that to enter Colombia you need a passport. We called customer service multiple times to clarify the email and they stated that you only need your original birth certificate and ID to sail but in order to get off in Columbia, their customs will need a passport, if you don't wish to enter Columbia that you can stay in the boat. We immediately still applied for all 5 passports. They all came in but my husband had issues getting his. We called again and told chismee service and they stated again the same story, fine. We also called about our friends daughter that was 8 months old and they said since she's under a year, she doesn't need a passport, fine. That's great, we drive hours to Tampa to be denied sailing. Royal pretty much tells you one thing and customs tells you other. How is this even possible? How do you run a business without knowing all the facts and lie to your clients to collect their hard earned money and then act like there's nothing they can't do. No one has around just 5k to spend on a trip that took us 2 years for a family vacation to save. They stole our money and our kids vacation by giving us wrong information and then they are not responsible for what they did to us. I don't even want to see the word Royal! It's a scam for this company to collect their money and take no responsibility for their actions! We were deceived, I'm requesting all calls that were recorded where multiple times we were told the wrong information and should take responsibility if we are going by what they are telling us!

We chose to use an agent for our cruise with CruisesOnly the cruise line RC. "Cruise with confidence" is the claim RC makes, when in fact they do not have the ability to fulfill this obligation. I understand with the pandemic come setbacks. However, the pandemic was not the customers fault either, yet we are the ones penalized! I paid for insurance and deposit twice! This was nonrefundable (approximately $300-375)! Now, we have been unsuccessful at receiving a refund for a cruise that we cannot take because the final booking changed port of call and ship. We have been repeatedly promised a refund from Royal Caribbean, yet are still waiting! On top of this, I have proof from email that we were promised over $200 more than what they are planning to refund of our money! I am so disappointed! It has been almost 3 months since cancellation and still no refund! On top of not receiving the amount that we originally paid for the cruise. DO NOT RISK YOUR MONEY WITH THEM!