Royal Caribbean Cruise Lines Customer Service Issues

During our recent cruise, we were charged $50 for unreturned pool towels. While we returned the towels to our room steward due to the late hour at the towel station, an error occurred. After a 57-minute hold, CS agent Lee agreed to refund the charge in up to 10 days. Surprisingly, Lee called my spouse's cell number, requesting our bank or credit card information but did not leave a callback number or last name. Multiple attempts to reach Lee have been unsuccessful, including a 61-minute hold followed by an additional 25 minutes on a different number. These challenges, coupled with our frustration over the charges, make us hesitant to cruise with this company in the future. A simpler and less time-consuming refund process would be greatly appreciated.

The room is constantly cold no matter how we adjust the thermostat, despite multiple requests for it to be checked. Furthermore, there were babies and children in diapers in the hot tub, which is concerning. In the adult solarium, chairs were saved for hours without any staff monitoring or enforcing the rules, even after I pointed out the signage. The dress code for the dining room was deplorable and disrespectful. I inquired with management on my way out as to why this was the case, as I had higher expectations due to the standards I experienced when switching from Carnival. Overall, this cruise experience was disappointing, and I am unsure if I will choose to return in the future.

After booking an Alaskan cruise just before Covid, we were informed of a credit that could be used for a future booking. Despite booking a cruise before the credit expiration date, we encountered issues applying it. Customer service requested a reservation or certificate number which we couldn't locate, even though we received an email confirming the credit's validity. Despite explaining the situation on January 8, [redacted], we were unable to proceed without the required details. We are frustrated as modern systems should be able to retrieve this information. This experience has dampened our excitement for our upcoming Royal Caribbean cruise. We urge Royal Caribbean to address this situation promptly.

I had a cruise booked on the Odyssey of the Seas for October 23, [redacted]. Unfortunately, I contracted covid and was unable to go. I have been in contact with the cruise company via email multiple times. Initially, they said I wasn't eligible for a refund, but after explaining my situation, they requested my test results. I sent them as requested, but I haven't received any further communication from them. I'm seeking assistance to resolve this issue as I am owed a $[redacted] refund for the deposit and a $[redacted] refund for my shore excursions. It's been unresolved since October [redacted], and I have all the necessary documentation. Any help would be greatly appreciated. Thank you. - Jeni W.

Last November, I made bookings through Cruiser Travel Agency for two double cabins on the Royal Caribbean Grandeur of the Seas for my friends, husband, and myself. In December, I also booked another cabin for four people directly through Royal Caribbean. I requested a swap between passengers from different cabins but have been unsuccessful as the reservations were made by two different companies. Cruiser Travel Agency advised they cannot change the name in cabin no. [redacted] unless Royal Caribbean makes the changes for the passengers in cabin no. [redacted]. I have provided copies of all passengers' passports to both Royal Caribbean and Cruiser Travel Agency. I am seeking assistance on how to resolve this issue.

This was my first and probably last cruise. My luggage was lost by Spirit Airlines and later found on the first day of my cruise, but I couldn't get it delivered due to being on an island. Guest services tried to assist, but Spirit Airlines couldn't deliver to the island on day two. It was disappointing as Royal Caribbean didn't seem to provide the support I expected. Missing out on special events with only one set of clothes and a bathing suit was not ideal. Despite receiving a laundry voucher, some essentials, and only having flip flops, it made my cruise experience stressful and gloomy. As a nurse needing a break after losing my mom, this trip was meant to be relaxing but has been the opposite. Looking forward to returning to San Juan to retrieve my belongings and leave this disappointing experience behind.

Subject: Feedback on recent Cruise Experience I am reaching out regarding our recent cruise aboard the Adventure of the Seas from February 20th to 25th in the Western Caribbean (#[redacted]). On the first night of the cruise, I unfortunately had a fall while heading to the Casino. There is an unmarked raised area on deck four on both sides of the wooden bridge, which seems to be a common tripping hazard. The design flaw was evident in the videos onboard as well. After my fall, I was assisted by Peggy who stayed with me until help arrived. The staff at the medical department were attentive, and I was promptly examined for injuries on my right side and knees, given pain medication, and provided with a sling for my arm. I spent three days mainly in my cabin and continue to experience pain and mobility issues a month later. I appreciate the front desk's daily check-ins, but I felt compelled to bring attention to this design issue for the safety of other passengers. Thank you for your time in addressing this matter. Kind regards, Sondra and Ray K. Crown and Anchor Members Ray #[redacted]39 Sondra #[redacted]13

I cruised with Royal Caribbean on February 2, [redacted], from Singapore, staying in room [redacted]. I pre-booked Northstar BOH and Sky Pad activities using Agung Nugroho's credit card ending in [redacted]. Unfortunately, due to bad weather, the games were canceled. I have contacted Royal Caribbean's Customer Service to cancel the charges, but the refund hasn't been issued yet. I kindly request Royal Caribbean to expedite the refund process so that the charges can be reversed on the credit card. Thank you.

I have a reservation for May 6 with reservation number [redacted]90 from Casino Royale. Unfortunately, a family emergency has come up, and I may not be able to make it. However, my roommate will still attend. I am wondering if I can transfer my part of the inside room to someone else to enjoy the Royal Caribbean cruise for those five days. Thank you.

Good day! My experience on board the Spectrum of the Sea from May 3 to 7, [redacted], was extravagant and amazing, except for one issue that dismayed me. An amount was debited from my debit card without my knowledge for a purchase I did not make. I did not receive any email notification about this transaction. This incident has turned my great experience into great disappointment. I kindly request a refund as it has been almost 7 days since this unauthorized charge. I hope this matter can be rectified promptly.

Hello, I sent a parcel for a crew member to the Miami head office, which was to be delivered to the Freedom of the Seas. The parcel reached the head office on 06/13/[redacted] and was collected by Rojas. I'm reaching out to confirm if the parcel has been successfully delivered to the specified recipient, as the crew member is departing soon. Thank you for your assistance. Sincerely, Max.

I made a guaranteed balcony reservation (Reservation # [redacted]6) with RCCL after being assured that there were no obstructed view balconies on the Jewel of the Seas, a "Radiance Class" ship. As Diamond Plus members, my wife and I were promised we would not be given an obstructed view balcony. However, we have been assigned cabin [redacted], which does have an obstructed view. I am disappointed with this allocation and request to be assigned a different balcony cabin without an obstructed view. Thank you.