Complain about a product or service

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.

Kathryn of Richmond, VA September 10, 2006

I recently took my family on a cruise.  Our group included seniors, adults, teenagers & a 4 month old infant.

The cruise line required me to pay FULL PRICE for the INFANT as a 3rd passenger in a cabin (with his parents).  They even charged full taxes, service charges, port charges and transfers!  They provided NOTHING for the child except a porta crib - which we could have easily brought with us.  They did not have an infant seat for the transfers, a high chair suitable for infants or any food or beverages appropriate for an infant.

The airlines charges NOTHING for the baby and the ship charged over 700!

Lani of San Francisco, CA September 4, 2006

As a loyal Crown & Anchor Member we were the first group to book on their newest ship the Freedom of the Seas.

Booking an outside balcony cabin we ended up at the back of the ship.  We couldn't use the balcony because of the large amount of black soot from the smokestack that was present daily (which also brought to mind carcinogens).  We complained to the Purser and they came on Day 2, and only Day 2, and washed the deck. Even the cabin steward was aware that this was a daily occurence.

The generic response was that because of the high number of requests we were given the best cabin available, which was not correct because it was only open to the select group for the first two weeks and there were only 1200 Crown & Anchor members on board out of 3500 passengers. 

We asked for a reduced fare but haven't received a response.

Teresa of Camarillo, CA July 8, 2006

My boyfriend and I were booked a trip to Ensenada, Mexico.  Our ship, Monarch of the Seas, was to set sail from the port of Long Beach at 5:30pm. We drove from Ventura County to Long Beach, but because it was a Friday, LA traffic was horrendous and we found ourself stuck in it.  We called guest services several times and indicated that we would be, at most, 10 minutes late and could they delay the check-in process a bit longer. Each time, we were told that there was nothing anyone could do and that 5pm was the latest time we would be able to check-in.

We raced as fast as we could, only to be stopped by the security guard, who told us that we were 3 minutes late and that they were not taking any more passengers.  We paid nearly 1,000 and waited an entire year for this trip but because we were a mere 3 minutes late, were not allowed to board??!!??

There was another couple who had actually come 2 minutes late and were not allowed on either. As we sat on our cellphones, trying to get through to a representative from Royal Caribbean, 3 more parties arrived and were all stopped from entering. One man even had his wife on the ship!!!

Martha of Tyler, TX June 21, 2006

I recently returned from a week in the Med. Sea on Voyager of the Seas, a Royal Caribbean cruise ship. My sister and I stayed in Barcelona before the trip began. We were 90 seconds late meeting the RC van that was to take us to the ship. The representative, Joaquin, admitted that failed to count passengers. We had to pay our own way to the airport. I might add that it was fine when the RC representatives on excursions were 15 minutes late getting back on the vans at various stops.

On arriving in our room, we saw the lumpiest mattress we've ever encountered atop steel camp-type cots. We had requested twin beds, and to finally get these, I had to see two people to get anyone to listen. The replacements were lumpy twin mattresses We were told several times that new bedding would arrive for the next cruise. I suppose we were to be happy for the next guests. Many of the staff members were rude. One attendant told me to move over in the hallway so he could get by.

At the foreign exchange desk, Nelson's rudeness was not to be believed. Several staff members walked in front of us, when we were the ones who had the right-of-way. Few seemed trained. The food in the main diningroom was acceptable, but the Windjammer's was awful. I asked for vegetables at lunch and was led to the salad bar. There were no cooked vegetables, something that should not be too much to ask for. I have never before had to pay for bottled water in my room on a cruise. We were not told that they were chamging us 1.95 for a small bottle until we got our bill. There were no extras whatsoever in the room, except for a shampoo dispenser in the shower.

I have never been so dunned for tips in my life. We prepaid our gratuities and gave extra to Lynnette, our attendant, who was very satisfactory. Our waiter and his assistant would not even say Good-bye to us on the last night because we did not have our gratuity envelope with us. I did not think it was necessary to explain that we'd already paid, since their attitudes were so poor. I would not sail on RC again if I were given a free trip.

I was highly insulted at the manner in which we were treated. I wonder what their definition of guest is!

Dawn of Wellington, FL March 25, 2006

We just came home from a Royal Caribbean Vacation. I still feel sick and have knots in my stomach!! We left my son in the Adventure Ocean program. On the 3rd day there he complained to 3 different counselors SEVERAL TIMES that he had something in his ear. They kept saying they did not see anything and sent him on his way to play! Please be advised that he is NOT one to complain!! He was in A LOT of pain!! When we picked him up that evening he was shaking his head (as to “shake the object out”. ) He then asked me to get the object out. The counselors said nothing about his complaining. When we asked the counselor signing out the campers what happened… she said nothing happened!

We proceeded to take him to the hospital downstairs because he was obviously scared, hurt and in pain. He was still shaking his head to “get it out”. He then became hysterical seeing the “Red Cross” symbol and hospital stuff! We finally got him in! The doctor then removed “ foreign object” from his ear!! In the mean time I passed out from the stress of it all. To top things off the next day we got a bill for 408.00!!!

They finally reversed the charges HOWEVER, would NOT give us a copy of the bill and services rendered. We needed a copy of services rendered to show my son’s doctor what was done on board when we take him to his office for a check up. Our whole vacation was ruined….we couldn’t trust the staff to watch our son I was a nervous wreck! If we could have left the ship I would have!!

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |