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Royal Caribbean Cruise Lines

Royal Caribbean • Cancellations, changes • Crime • Illness, injury • Lost luggage --- News • Cruise Lines Agree To Refund $21 Million In Fuel Surcharges • New Jersey Sues Royal Caribbean

Royal Caribbean Cruises is the second-largest cruise operator in the world. Its fleet includes the three largest passenger ships ever built, the 137,300 gt Voyager of the Seas, Explorer of the Seas and Adventure of the Seas.

But as in so many other things, size isn't all that matters. While many cruise fans return time and time again to Royal Caribbean, others don't have a good experience. And as the complaints in this section show, the line is not always eager to make set things right.

Carol of Mesa, AZ April 30, 2008

I booked a 3-day cruise to Ensenada MEX for my daughter and myself. The main purpose was a day at the beach for my daughter who had never cruised. I booked the beach excursion in February for an April 18-20 cruise. It was my 2nd with Royal Caribbean. After we were underway we were notified that there were be no beach trip because there was a marathon in Ensenada.

As you know, marathons are planned months, even years ahead, therefore the cruiseline was very derelict by not keeping abreast of such things. I have requested a replacement cruise, since we booked a 3-day cruise for a day at the beach and ended up paying 619 each for basically A cruise to nowhere. That amount of money would have bought a very nice resort weekend right here in Scottsdale. I complained and was offered nothing but a letter of apology. Any help you can give me will be greatly appreciated.

Joseph of Seal Beach, CA April 28, 2008

I pre ordered wine 4-6 bottles of wine, a cheese plate and a fruit plate, for a bon voyage party for first day. I received 1 bottle of wine, and the two plates I ordered. Way too many phone calls could not get this resolved for the send off. Two days later I was told I would get a full refund of 188.45

I got home and found a partial refund of 118.45 I called 2 times from home and got a full refund. Second time I had an incorrect pre order. I will wait till I get on board my next cruise.

Danielle of San Francisco, CA April 23, 2008

I took a cruise with family on April 18th for 3days from the port of Los Angeles to Ensenada. I only saw my stateroom attendant once throughout the entire cruise, They misplaced my garments that i sent to be pressed, And the Big one is that everynight when I got into there bed, I woke up itching all over through the night as if there were some type of mites in the bed. There were six of us on this cruise together and my bed was the only one that had this problem.

Danielle of San Francisco, CA April 23, 2008

I took a cruise with family on April 18th for 3days from the port of Los Angeles to Ensenada. I only saw my stateroom attendant once throughout the entire cruise, They misplaced my garments that i sent to be pressed, And the Big one is that everynight when I got into there bed, I woke up itching all over through the night as if there were some type of mites in the bed. There were six of us on this cruise together and my bed was the only one that had this problem.

Tom Bolton & Ann Marie Bolton of Deering, NH March 30, 2008

When we arrived and were at the counter attempting to board the ship, we had our confirmation paperwork and the man attending to us could not find us in the system. The other couple with whom we were booked with zipped right through, and had to wait the hour that it took to get us on board. He advised us that because of that problem we did not have dining arrangements so we would have to see the head waiter. We did that and he said you are not going to be able to be seated with your friends unless YOU ask some people to move to another table. We also were told that we were lucky to even have a seat.

We then went to guest services and stated our dissatisfaction with this disregard for our problem. The third problem was that we had scheduled an excursion on the Grand Caymen island. A day before the guest service desk called and stated that they could not access our account, so we would have to come down there and get a hand written voucher. We went there on two occasions and the line was too long to wait in. We said that we would go to the captain's meeting and try again after. When we got back the gentleman said sorry, were closed. I said no you are not; and he then gave us the vouchers.

The next thing was that it was spring break and being on the 2nd deck we had a loud group of young people near us. One night I was kept up all night due to the noise and my wife was up most of a second night. This was not a pleasant two nights. I asked to make an appointment with the guest service manager. I was given a meeting with a man named shawn jones who said he was the manager, but turned out to be an assistant. He gave me no satisfaction. We made out a service card and put our concerns on it and placed it in the box provided. I went to the concierge on board and he stated that he would get me an appointment with the manager. It never happened. I would like to have some kind of response to this, to at least know that somebody in a responsible position read it.

This cruise was a gift to us by our children, and although there was no physical or economic damage it did make our vacation less enjoyable.

Katrina of Kitchener, OTHER March 16, 2008

About 3 weeks ago I went on a Explorer of the Seas Royal Caribbean cruise. I am extremely disappointed in their services. I was told by my travel agent that my 16-month-old baby could use the pools; but when we arrived, we then found out my daughter was not allowed, and they kicked us out of the pools. If i would have known this from the start. I would have never went on your cruise. I think this is unacceptable, and I would like to be refunded my money. I paid full price for my baby, and she did nothing on their boat. This also ruined my trip because I wasn't allowed to do anything on the boat since I had the baby.

My baby probably ate one plate of food by the end of the cruise, so my money back would be greatly appreciated. Or is there something else they can do for us? We're not the only ones who are upset and think it's stupid. Babies aren't the only ones who pee in the pool. I'm pretty sure old people do, too! But they cater to them. I would like to be contacted about my complaint and have something done. Thank you for your time.

Betsy of Ithaca, NY March 2, 2008

We recently took a family vacation on a 3-day cruise on Majesty of the Seas. Although we found the service to be excellent, the food was mediocre at best. The cabins did not provide the amenities that we were accustomed to from other cruises (lotion, shower caps, etc). 

We were unable to buy sun screen prior to leaving and assumed that it would be available on the ship; it was not. I was told that they had sold out on their previous cruise. I find it totally unacceptable that when they were docked, they couldn't bother to replenish their supply of sun screen on a cruise involving sun, pools, and beaches!

I also found their system of disembarking to be the most inefficient one I have ever been a part of on a cruise; way too much standing around in lines. I don't know if these problems were a function of Royal Caribbean, this particular ship, or what happens on the short cruises, but I would definitely not go running back to Royal Caribbean so quickly again.

Hilary of Pierrefonds, NY February 17, 2008

I have just tried to enter their Name That Ship contest, but Canadians are not allowed. It's not fair that they will take our money to cruise on Royal Caribbean, but we are not allowed a fair chance of winning a free trip.  I will not be so willing to use this cruise line - next time I will try another cruise line that does not disciminate against other nationalities.

Martha & Anthony Ricci of Woburn, Ma, MA February 8, 2008

My husband and I went on a Cruise on the Royal Caribbean Freedom of the Seas. We sailed out of Miami, FL on 1/20/08 and returned to Miami, FL on 1/27/08. Two of our suitcases were missing when we went to get our luggage. We looked for 2 hrs. but then had to leave to catch a plane home. That night we got a call from Alamo Rent a Car in Miami. Somebody must have taken our suitcase thinking it belonged to them. When they finally realized it was not their suitcase they left it in the Alamo Rental Car. The man at Alamo told us that he goes by the Royal Caribbean cruise ship area every day and would be happy to drop it off so that they can send it back to us.

I called the 800 # on my property Report that I filled out on Sun. Jan. 27th and spoke to a girl named Janice. She said that she wanted me to fax her the info and that she would have someone go pick the suitcase up. Meanwhile, we found out about 2 days later that my suitcase was found and had been shipped back to us but my husband's still had not been picked up at Alamo. Then they told us that it was shipped and they sent an email stating that and now it's 12 days later and my husband just spoke with a supervisor at Royal Caribbean named Mohammed who is stating that they are not sure where the suitcase is. I can't believe how bad this situation has been handled. I would have been better off having Alamo ship it to me. We are not talking about a small company - this is one of the largest cruise lines in the world and they have the worst Customer Service Dept. I have ever come across.

All of my husbands dress pants, casual pants, shirts, underwear, belts, bathing suits, every single bit of his summer clothes were in that suitcase. At least 1500 or more worth of good clothes were lost and they are still claiming that we are going to get our luggage but it now will be 13 days and we have nothing.

Joseph of Sicklerville, NJ January 27, 2008

On November 27, 2007, I purchased a 250.00 gift certificate for my wife to use on an upcoming trip she was taking with some friends. The cruise left on January 24, 2008 and she sailed on The Navigator of the Seas. When I received this certificate, I put it in an envelope and kept it until the day she was leaving. I then put it in the middle of her suitcase as a surprise for her to find when she was on the ship. What a surprise she had. She was very excited to see the gift and enjoyed my thoughtfulness. The trouble began when she tried to use this gift. She was told that the gift certificate had to be redeemed 10 days prior to sailing. Of course she was confused and embarrassed but she was at the mercy of the information given on board. She contacted me by cell phone at about 3:00 pm EST on 1/27/2008 and told me what happened. I immediately called Royal Caribbean and spoke with a customer service representative by the name of Arianna. She explained that the terms and conditions state that all gift certificates had to be redeemed 10 days prior to sailing. Now that I understand this, I asked for help on how to fix this.

250.00 loss and a lot of embaressment

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