royalcaribbean.com Reviews
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1.7 / 5
Average user rating
1182
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royalcaribbean.com Reviews
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Haleh Karkhaneh
April 8, 2026
I am filing this complaint due to poor customer service at port and afterwards to resolve an issue
I am filing this complaint due to extremely poor customer service both at the port and afterward when trying to resolve the issue.We were scheduled to board a cruise departing from Los Angeles and were driving from San Diego. Due to a major car accident causing unexpected delays, we arrived approximately 10 minutes after the check-in cutoff time. However, when we arrived, the ship was still at the port and the boarding gate was still open.Despite this, we were denied boarding and not given any reasonable assistance or flexibility at the port. The ship had not yet departed, yet no effort was made to accommodate the situation.Following this, I spent approximately three hours on the phone with customer service (from 3:30 PM to 6:30 PM) trying to resolve the issue. I called six separate times, and each time the call was disconnected before any resolution could be reached. I did not receive any callback, despite the repeated disconnections.During one of the calls, a representative verbally confirmed that we would be eligible for a refund. However, due to the repeated call drops, I never received any written confirmation, and no follow-up was provided.This experience reflects a serious lack of customer support—both at the port, where no reasonable accommodation was offered despite the ship still being present, and through customer service, where I was unable to get consistent or reliable assistance.I am requesting that the company honor the refund that was verbally confirmed or provide an appropriate resolution such as a future cruise credit.
Robert Maguda
April 8, 2026
We booked a mediterranean cruise
We booked a mediterranean cruise for our grandson's high school graduation gift with another couple prior to the problems in Iran. After seeing missiles being sent over to Cyprus and Turkey we decided it was far too dangerous to go forward with the cruise that was to take place the end of June.We called RC and asked for a refund of all moneys, and although we fully understood that the $750 deposit was noted as non-refundable, we had expected some consideration because of the circumstances involved. We were told the only thing they could is to apply the $750 to a future cruise, but only if we paid an additional $100 per person! Not knowing when the Iran situation would be resolved we decided we didn't want to lose an additional $300 on top of the $750. RC would rather lose future fares for 5 people then refund $750,... 4 months prior to the cruise date, plenty of time for them to sell the cabins. That's a poor business model in my opinion.
Haritha singidi
April 5, 2026
I love cruise my teen daughter and my 8…
I love cruise my teen daughter and my 8 year son get lot fun time participating in various activities staff are very friendly… there so many activities programs you can’t even attend all of them.. room service lot of food options… we got complete relaxation
Dumitru Balan
April 3, 2026
I wouldn't give not even a star!!
I wouldn't give not even a star!!! Very bad experience, bad food, rude staff, in a word --- VERY VERY BAD , DO NOT BOOK!!!!
Disappointed
April 1, 2026
Really liked Royal Caribbean
Really liked Royal Caribbean, have been sailing with them for 8 years and 17 sailings for both me and my wife.Things were going great we were getting to be diamond plus Crown and Anchor members and Prime in their casinos. Then starting May of 2025 things came to an end, they started changing our points in both the Crown and Anchor and Casino. We stopped getting offers. We keep calling and they keep telling us they are going to fix this. They tell us things like 3 to 5 days all the way up to 6 to 8 weeks but at the end of their self directed time limits they have not fixed anything and they just give us another time limit. We have called, emailed and personally complained to every one from guest services to casino hosts, we even sent 3 emails to Michael Bayley the CEO. Our letter to the BBB was met with we are working on it at which point the BBB dropped the case. What they didn't tell the BBB is we have been working on it for almost a year. I am finally to the point right now were I am done, I will try and collect what I was promised and move on to another cruise line. What a waist of 8 years and a lot of money trying to build up points in their casino and Loyalty rewards.
Fran
March 28, 2026
Missed 50% of itinerary – €10 compensation
Flew from Spain to join a Royal Caribbean cruise (Freedom of the Seas, Jan 24), and the experience was extremely disappointing.We missed 50% of the itinerary (Grand Cayman) due to a medical emergency, which we understand can happen. However, the alternative provided (Freeport, Bahamas) was not comparable at all.We had to spend extra money just to access a beach:$140 taxi$20 local access feeAdditional excursions ~$80 per personDespite reporting everything onboard, we received only ~$10 compensation.Customer service responses have been generic and unhelpful, simply referring us to insurance instead of taking responsibility.Very poor customer experience for a company of this size. Be aware if you are booking a cruise expecting premium service.
Mendelssohn Oliveira
March 24, 2026
Financial problems they are refusing to fix
I went on an 8-day cruise with a family member. Although we stayed in the same room, we had two different accounts financially. I deposited 400$ into my account, and she deposited $110 into hers. At the end of the cruise, I received a bill for $528, and she received one for over $900. I figured, "That's fine, they can charge the extra $128 to my card on file." Nope. Turns out they lumped all the cash into one payment and applied it to my family member's account, and I got the full bill. When I called customer services to explain the situation so they could fix it, they told me, "We are not responsible for that. Work it out with your family member." Not responsible? Uh uh, you made the mistake, and now I have to fix it? Horrible company, I will never cruise with them again.
Adrienn Kovács
March 17, 2026
Very disappointing experience with Royal Caribbean – not what the brand promises.
We purchased premium beverage packages on our cruise expecting convenience, accessibility, and added value. In reality, key elements of the package (such as smoothies and protein shakes) were not available when they were actually needed – for example in the mornings before leaving the ship on port days. The only venue offering them opened too late, making a significant part of the package practically unusable.Breakfast service was also poorly organized. In a large dining area, only one bar station served fresh orange juice, resulting in long queues every morning. Service was inconsistent, and at times we were told we could not order multiple items (such as a cappuccino and orange juice) at the same time, which made no sense and was handled differently by other staff.Overall, having a premium package provided no real advantage – in fact, it often felt like a disadvantage due to waiting times and unnecessary restrictions.What is most concerning is how the complaint was handled afterwards. The entire issue was dismissed based on “internal logs,” without properly considering the actual guest experience or the practical usability of the service.This creates a clear gap between what is marketed and what is delivered.This experience is not worthy of the Royal Caribbean brand, and based on this, I would strongly advise future guests to carefully reconsider purchasing the beverage package.
Ryan Ryan
March 13, 2026
Horrible customer service
Due to a port closure, which obviously we as customers don't control, Royal Caribbean changed the itinerary knocking out two of the countries we would have visited and taking us to two others we had no interest in. A port closure making the cruise worthless to us is not our fault, yet Royal Caribbean showed no empathy or desire to compensate us for the inconvenience. We wanted to cancel the trip, but would have lost the thousands of dollars spent. They didn't care about us as customers, only the money.Brutal policies and horrible customer service, we are never cruising with Royal Caribbean again.
Jenny Morales
March 11, 2026
I am an Emerald crown society for RC
I am an Emerald crown society for RC. I am not recommending this line to cruise. They do not care about customers service anymore. I had a bad experience in a cruise done at the end of 2025 and had another bad experience in a cruise already booked and not able to cancel. Do not cruise with RC.
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