Royal Caribbean Cruise Lines Customer Service Issues

Folio numbers: Graham Boon [redacted]8 Folio number: Heather Taylor [redacted]7 Stateroom: [redacted] Hello, My partner, Graham, and I recently enjoyed the Elvis Tribute cruise, which was fantastic. We disembarked yesterday after a week of great entertainment. During the cruise on Monday, November 12th, [redacted], Graham purchased a 10-month supply of Ionithermie/Body Enhancing Formula as recommended by Charles, the gym instructor on board. Upon returning home, we discovered that the product expires in March [redacted]. This means that 3.5 months' worth of the product will be within the expiry date, but the remaining 5.5 months will be expired. We would like to return the product to the Radiance of the Seas ship and receive a full refund of $964US. We are disappointed to have been sold an expired product, which we were led to believe was not for individual sale but for professional use only. We appreciate your help in resolving this matter. Best Regards, Heather Taylor & Graham Boon.

Hello, we made reservations through an Australian agent for the 7 Night Eastern Caribbean Holiday Cruise departing from Port Canaveral on December 30th. Our booking numbers are [redacted] (O.L.) and [redacted] (R.L.) for a group of four. We are currently at Loews Saffire Falls Resort in Orlando with our friends who are booked on the same cruise. Their transportation to Port Canaveral has been arranged, and we are hoping to join them since we share the same cruise ship. We are willing to pay for transportation if needed. We understand that we did not pre-arrange our transport, so we are seeking confirmation if we can be picked up along with our friends. As we are boarding tomorrow, we kindly request a prompt response. Thank you. Richard.

My daughter and grandchildren are currently on the Allure of the Seas cruise. They paid over $[redacted] to become Keyholder members but have not received the promised perks. On the Florida, they are experiencing longer wait times compared to non-Keyholders. They were also supposed to have a special boarding lunch which did not happen. I am seeking assistance for them from afar. Their booking is under Tracy DeBlasio.

I am Elenora M. Graham and I want to inquire about receiving a copy of the IRS form I was given for my jackpot win on the Mariner of the Seas cruise from 12/2/19 to 12/6/19 with the Solovita Road Runners group. I seem to have misplaced the form and would appreciate it if it could be emailed or mailed to me. Apologies for any inconvenience caused. For further assistance, please contact me at [redacted]. Thank you.

On December 28, [redacted], while onboard the Rhapsody of the Seas cruise departing from Tampa, I had a facial treatment. During the session, the Facialist Christine removed my gold chain with a diamond pendant but failed to put it back on. Despite an official search, the necklace was not recovered. I firmly believe it was not lost but rather misplaced or taken by Christine. I purchased the necklace 11 years ago and it holds significant sentimental value as I wear it daily. I am seeking reimbursement for the necklace valued at $[redacted]. Kindly contact me at [redacted]. I am Jan H. and would greatly appreciate your prompt attention to this matter. I only realized the necklace was missing on December 31 when I was getting ready for New Year's Eve. Thank you.

I made a booking for a cruise for 10 people, including 5 balcony cabins on the Oasis ship departing from Canaveral on the 14th of April [redacted] during Easter week. Unfortunately, the cruise was canceled just two days before our departure, and we were only refunded with Future Cruise Credits of a little over £8,[redacted], despite our original cruise costing £8,[redacted]. I later rebooked another cruise for all of us on the Anthem ship departing from Southampton on the 23rd of May [redacted], using the credits and some additional funds. This second cruise was also canceled due to Covid-19, and I am now trying to rebook for next year. I requested to extend my credits, similar to other Anthem clients, until December [redacted], but was denied by RCCI. I feel unfairly treated considering the circumstances of both cancellations and the efforts to rebook. I hope for a resolution as our family has faced disappointment twice now. Looking forward to your response. Thank you, Helen Dryer.

Hello, I am Lesley Hunter. I have made a cruise reservation for my family on Harmony of the Seas on 20th February [redacted]. The booking references are [redacted], [redacted], and [redacted]. Unfortunately, I am having trouble linking my daughter Beverley and granddaughter Caitlyn to the booking using reference [redacted]. Can you provide me with the correct number so I can resolve this issue? Additionally, I tried to book a cabana on Cococay near Thrill Water Park for £[redacted].24 for six of us but encountered difficulties adding my daughter and granddaughter to the reservation. The final price doubled when I attempted to book it for just myself and my husband. This has been a frustrating experience as I wanted to make this holiday special for my family. Any assistance in booking the cabana would be greatly appreciated. Thank you, Lesley Hunter.

Reservation ID [redacted]: Mr. Carter's original reservation ID [redacted] was canceled and credited for a rebooking for March [redacted], which was also canceled. Mr. Carter is now requesting a refund for all payments made as he is unable to rebook currently. He used his credit card to pay for all bookings and is seeking a refund to his card ending in [redacted] VI. He understands the reasons for the cancellations due to Covid-19 but is eager to have his funds returned as he has been waiting for a significant period. Your assistance in processing the refund for Mr. Carter is greatly appreciated. Thank you. Brenda Lawson, Manager at Baker Travel.

On November 30, [redacted], during an RCC cruise from Tampa that I recently took from November 27 to December [redacted], I encountered an unfortunate incident. While carrying hot water for tea back to my stateroom, the cup lid came off, causing hot water to splash on my arm. I promptly applied ice and sought treatment at the Medical Center on the ship to address the burn and report the incident. Despite a week passing, the burn remains red and is now beginning to peel. I have taken photos to document the current condition of my arm. Could you please advise on the best way to share these images, either through text or email?

My spouse and I, both Platinum members with 38 points, have reserved consecutive cruises aboard the Vision of the Seas during the "double points" promotion, totaling 22 nights. The additional 22 points earned will elevate us to 80 loyalty points, achieving Diamond status after completion of the first Vision cruise and reaching Emerald status during the second. We subsequently scheduled a cruise on the Allure of the Seas for April 2-10 to sail as Diamond members. Due to the rescheduling of our initial Vision cruise, our back-to-backs will still fulfill the 22-night requirement for the double points promotion. However, we were informed that the gap between the cruises on the Allure may not be sufficient to upgrade our status. We believe that the delay caused by the rescheduled Vision cruise should not hinder our prompt status upgrade to enjoy the benefits onboard the Allure as Diamond members. We look forward to your prompt response.

Hello, I am reaching out regarding a special wedding anniversary celebration. I have made reservations for my family to embark on the Wonder of the Seas departing from Barcelona on July 31, [redacted]. Our group consists of 6 adults and 4 children. I have secured the Deluxe drink package for 4 adults through my cruise operator, and the drink package for the 2 older children via the cruise planner. However, my wife does not consume alcohol. The tour operator is stating that I cannot purchase the Deluxe drink package for myself. I am interested in purchasing the Deluxe drink package for myself and the non-alcoholic drinks package for my wife. Could you please confirm if this arrangement is feasible? I find it unjust that I am procuring 4 Deluxe drink packages and 2 drink packages for my family, yet I am restricted from obtaining one for myself. Thank you, Alan B.

I contacted RC Customer Service by phone first, but I needed more clarification. I then tried using the chat system, entered all the information, and when I submitted it, it showed a "system error." This is my third attempt, and I hope it works this time. I am trying to purchase the beverage package, which is listed at $65.99 (buy one, get one 50% off). When entering it, the system calculated $65.99 times 7 per person, which doesn't reflect the discount. This seems like false advertising. Following the promotion, my calculation amounts to approximately $[redacted].00 total. I'd also like to inquire about gratuities. Are these automatically included in beverage packages alone, or can you choose to pay them for other amenities at the end of your trip? If someone could please reach out to me promptly to make this clearer, I would appreciate it. Thank you for your time and assistance.

After completing a back-to-back Royal Caribbean cruise, my spouse and I reached Diamond status in the Crown and Anchor Society. While the loyalty points for the first 11-night cruise were updated promptly, the points for the second cruise have not been reflected yet. We have an upcoming 8-night cruise scheduled for April 2nd and would like to benefit from our Diamond status during this trip. Due to the initial cruise cancellation, which forced us to reorganize our bookings, there has been a delay in the points update. I reached out to the loyalty representative on the Vision of the Seas, who informed the Allure, the ship of our next voyage, about our new status, but we are still waiting for confirmation. Despite waiting on hold for over an hour today to address this matter, I understand the current challenges and would appreciate any assistance in expediting the update. Thank you for your help and understanding. - D and B Schell

On April 1st, I contacted an individual from Club Royale. I spent an hour discussing the issue, and the person advised me to call back on April 8th at 9 am with the reservation number for the cruise problem. After a 3-hour call on April 8th, I was informed the issue would be resolved by April 12th and I would receive an email with a new cruise receipt. However, I never received the email. The problem involved a $[redacted] cruise credit, which should have been a discount. I am disappointed that this credit has to go through Future Cruise Credit (FCC) and that Club Royale from Royal Caribbean needs to handle it. It is frustrating to have to spend more time on this complaint after the hours I have already devoted to it.

I have a question about the Covid-19 testing regulations for our upcoming cruise on the Freedom of the Seas to the Bahamas on May 2nd, departing from Miami. Could you kindly provide information on how and where to get the required Covid-19 test for our return to the USA? I am traveling with my husband, and we are unsure about the testing procedures upon reentry. Does Royal Caribbean provide Covid-19 testing services on the cruise? Any advice on this matter would be greatly appreciated. Our Royal Caribbean® Confirmation Number: [redacted]

Good morning! My family and I will be sailing on the Navigator of the Seas from July 29th to August 1st, heading to Ensenada from Los Angeles. We are thrilled about our upcoming family trip. However, I am facing an issue with booking premium drink packages for the seven of us. After finally speaking to a customer service representative last night, I was advised that I have to wait until we are on board to pay for these packages. This has left me disappointed and anxious about waiting until we set sail. I would appreciate assistance in sorting out the payment and scheduling details today, so we can fully enjoy our Royal Caribbean experience as soon as we board. I thank you in advance for your understanding and prompt help with this matter.

I want to express my dissatisfaction with the poor customer service experience I had while trying to reach out to Royal Caribbean representatives by phone. My family and I intended to book a cruise as a large group, but due to a variety of reasons, including the unsatisfactory customer service, we opted not to proceed and requested refunds. Getting in touch with your customer service proved to be extremely difficult! After being on hold for an hour, I had to give up. The phone number I dialed (1-[redacted]/4) is supposed to connect to customer reservations, but it was a disappointment. It's frustrating to encounter such challenges, especially when not everyone prefers booking or adjusting reservations online. In contrast, Norwegian provided us with a booking agent along with a contact number, which made a significant difference. I'm sure there are others like us who share this sentiment. It's unfortunate that you are losing potential customers because of this. - F. Ward

Hello, I am reaching out to address my recent cruise experience aboard the Mariner of the Seas. As a birthday gift from my fiancé, our trip was intended to be a relaxing escape and our first vacation post-pandemic. Unfortunately, the cruise fell short of providing the expected level of care that we have enjoyed with other cruise lines like Norwegian. Despite our feedback in the survey, I am concerned that it may not be taken seriously given the lackluster experience we had onboard. It was apparent that the crew members were overworked, as we learned about their 14-hour shifts during the cruise, which was disheartening. On several occasions, we encountered instances of rudeness or negligence from the crew, which I attribute to poor management and leadership. My interaction with customer service post-cruise was also unsatisfactory, as the representative did not empathize with my concerns and was rather dismissive. A partial refund could somewhat alleviate this frustrating experience. I am reluctant to cruise with Royal Caribbean again and seek to be contacted by management to address these issues promptly. Best regards, J.D. [redacted]

Hello, my sister recently returned from a Royal Caribbean cruise departing from Miami aboard the Symphony of the Seas on September 10 in cabin [redacted] with Reservation ID [redacted]. I contacted the ship to order chocolate-covered strawberries for her birthday celebration on 09/12 for a fee of $18.99. Despite several calls, enduring hold times of over half an hour, the strawberries were never delivered. Currently, I am on hold with Royal Caribbean's [redacted] number, having already waited for 40 minutes. The lack of prompt service is disappointing, especially as my sister missed her birthday treat. I hope to be reimbursed for this oversight. The customer service representative has now placed me on hold for further investigation. They mentioned a response within two to three business days. Despite the hold time, I remain hopeful for a resolution regarding the missing strawberries.

I need to update my email address on file for my account #[redacted]27. The current email is [redacted] and I would like to change it to [redacted] to receive your emails. Please make this change and close the account associated with [redacted] Alternatively, you can transfer my Crown and Anchor Society number, [redacted]27, to the [redacted] account. Kindly confirm the process via email at [redacted] Thank you, and I am excited to sail with you again soon. Thank you, R. Talbot.