Business Profile

Cruises

Royal Caribbean Group

Headquarters

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Initial Complaint
02/07/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We were promised a credit of $200.00 by *** once we provided a doctor note saying my pregnant wife could not travel for an upcoming May 23rd cruise on Radiance of the Seas. My reservation number is *******. My wife is due May 26th which is during the cruise. Now they are saying they can only offer a $200.00 voucher that expires. I had previously asked to apply the $200.00 to a cruise we just booked and sailed (we didn't have a note at the time so they said no) in January. They told me that once I provided a note, they'd credit my credit card.
Business response
02/11/2025
Subject: ******

Case: ******** Booking 9545773

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We have attempted to contact the guest but have been unsuccessful. However, we have made a special exception to refund the guest instead of issuing a Future Cruise Certificate, in the amount of $200.00.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

****** **********
Royal Guest Experience Management

Customer response
02/12/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I spoke to ****** today via phone and as stated she agreed to refund the $200.00. I do appreciate her help finding a resolution. Thank you.

Sincerely,

****** ******
Initial Complaint
02/04/2025
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to express my dissatisfaction with our recent cruise on the Wonder of the Seas. My children, ****** ******* and ******* ******, and I stayed in Stateroom *****, and our experience was far below expectations, particularly concerning the hygiene of our accommodations. From the start, we faced issues including a clogged toilet. The responding plumber was unpleasant and wrongly accused us of flushing wipes, despite our brief time aboard. More concerning was the persistently wet carpet from the bathroom to the door, which worsened daily. By mid-cruise, the carpet was fully soaked, posing a severe hygiene risk and the potential for sickness from such unsanitary conditions. Despite multiple maintenance calls, the problem was not resolved, and the damp environment forced us to vacate our room repeatedly. Astonishingly, no alternative accommodations were offered, only a future cruise credit of 10%, which hardly compensates for the inconvenience and potential health risks we endured. This experience, coupled with poor customer service and unresolved follow-ups, has left us extremely disappointed. I urge management to contact me to discuss a more appropriate resolution. After calling the business today, I was told that 10 percent is the highest amount that can be issued-- was also advised that we were offered $400 credit and a bottle of wine, which is a lie! We were offered a $50.00 credit! ****** would have been equivalent to the *** credit amount of ******, which is still unacceptable with what we had to deal with on vacation.
Business response
02/10/2025
Subject: *******

Case: ******** Booking # *******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

We have been in contact with ********** regarding this concern. We believe we have found an amicable resolution.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

****** **********
Royal Guest Experience Management
Customer response
02/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
02/04/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My family and I went on a Royal Caribbean cruise this last week. My partner has dietary needs and although we were assured they would be fine and able to feed her she was starving the whole time and was given milk twice which made her incredibly sick. My bunk bed was so uncomfortable I slept for 9 nights on a mattress on the floor as nobody was willing to help or try to brain storm an idea to help me. Weve been on many cruises and none of them have been this bad. It was atrocious and we want a credit for the stress and lack is services we received.
Business response
02/09/2025
Subject: ****** /7180916
Case # ********
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
According to our records, this matter was already resolved by our ********************** on February 6, 2025.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

******** *********
Royal Guest Experience Management
Customer response
02/10/2025

Complaint: 22897553

I am rejecting this response because: no resolution was reached which is why I am filing this report and I will continue until a resolution is actually reached. I will not tolerate utter lack of customer service

Sincerely,

****** ******
Business response
02/11/2025
Subject: ********

Case: ******** Booking #*********

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We are sorry that this situation remains a concern for Ms. ******* I attempted to reach out to the guest via phone but was unable to make contact. However, we have communicated with the guest via email.

We have taken note of the guest's feedback and shared it with our shipboard operations team to ensure that all information is recorded accurately and that we do not serve anything that could jeopardize the well-being of our guests. We apologize for the negative impact this incident had on Ms. ******** sailing experience with us.

Our records indicate that our ******************** has emailed Ms. ****** and, as a goodwill gesture, offered future cruise credits equivalent to a portion of the cruise fare paid for this sailing. This is an effort to restore her faith in our brand. Should she have any further questions, we kindly request that she provide us with a contact number and the best time to reach her so we can further discuss any further concerns.

Thank you for bringing this matter to our attention. We look forward to welcoming Ms. ****** back onboard soon.
Sincerely,

****** **********
Royal Guest Experience Management

Customer response
02/11/2025

Complaint: 22897553

I am rejecting this response because: email and future cruise credits were never received.

Sincerely,

****** ******
Business response
02/13/2025
Subject: ******

Case: ******** Booking # *******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Please know that we empathize with the inconveniences you experienced onboard. We are sorry to hear that you did not receive your Future Cruise Certificates. The offer will remain valid until February 6, 2026.

When finalizing plans for your next cruise vacation, please contact us at ************ and provide the following certificate number: 3-ZA6FL2D in the amount of $41.00. Our records show that a 25% discount was offered based on the cruise fare that was paid. Once you are ready with a new reservation, please inform the agent to transfer the credit to the new reservation.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

****** **********
Royal Guest Experience Management

Customer response
02/14/2025

Complaint: 22897553

I am rejecting this response because: 41$ is ridiculous for sleeping on the floor and being hungry for over a week.

Sincerely,

****** ******
Initial Complaint
02/01/2025
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This letter constitutes a formal complaint and a request for a full refund for two separate cruises. We are requesting a refund of $400 for the first cruise and $1200 for the second, totaling $1600.Cruise 1: Jury Duty Conflict For our first cruise, we were unable to travel due to a jury duty summons. We notified Royal Caribbean of this mandatory federal service and provided the necessary documentation as proof. While we understand there may be some administrative fees, we did not receive a full refund for the cruise despite the documentation provided. We request a review of this case and the disbursement of the remaining balance owed to us.Cruise 2: Haiti Sailing - Safety Concerns Our second cruise was scheduled to sail to *****. We contacted Royal Caribbean prior to the sailing date to express our serious safety concerns. The ************************ has issued a "Do Not Travel" advisory for ***** due to the ongoing instability and security risks. Despite this clear warning from the **************** Royal Caribbean insisted that the sailing was safe and refused to offer a refund or alternative arrangements. We feel strongly that proceeding with this cruise would have placed us in unnecessary danger, and we are extremely disappointed with Royal Caribbean's lack of understanding and flexibility in this matter. Due to the "Do Not Travel" advisory and our genuine safety concerns, we did not embark on this cruise.We believe we are entitled to a full refund for both cruises. For the first cruise, we provided documentation of mandatory jury duty service. For the second, the ***************** "Do Not Travel" advisory for Haiti provides ample justification for our decision not to sail and supports our request for a full refund.We have been loyal Royal Caribbean customers in the past and are extremely disappointed with the handling of these two situations. We expect a prompt and thorough review of our complaint and a full refund of $1600.
Business response
02/07/2025
Subject: Peer

Case: ******** Booking #******* & 2213909

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We understand that itinerary changes can be disappointing for our guests. However, there are times when changes are unavoidable. Our brochures and our cruise ticket contract clearly state that we may need to alter a ships itinerary for various reasons. For additional information regarding missed ports and itinerary changes, please refer to the following link: [Itinerary Change Updates] (*************************************************************************************************).

The itinerary change regarding ************, ***********, occurred because the actual ************* was damaged. Repairs are well underway and are expected to be completed soon. However, we cannot schedule ships to dock there until all inspections are complete and the pier is deemed safe for our guests to disembark. This situation is being evaluated on a week-to-week basis as repairs progress.

Additionally, we are aware of the recent travel advisory for *****. The safety and security of our guests is our top priority. In *******, we have our own security and controlled access, allowing only Royal Caribbean employees and guests to enter. The civil unrest in ************** is 128 miles south of our private destination, *******. The drive, on less-than-ideal road conditions, would take more than six and a half hours from ************** to *******. We are closely monitoring the situation with local authorities and our security team. Should anything change regarding our visits to *******, we will contact any impacted guests and travel agents immediately.

We must adhere to our policies out of fairness to all guests impacted by the same situation. Therefore, we are unable to offer individual exceptions or compensation in this case.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

****** **********
Royal Guest Experience Management
Customer response
02/07/2025

Complaint: 22886413

I am rejecting this response because:
We do not feel safe bringing our children to a war zone that is only 128 miles away. I'm going to trust the US level 4 do not travel advisory.

Sincerely,

****** Peer
Business response
02/11/2025
Subject: Peer

Case: 22886413 Booking #******* & 2213909

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We are sorry that this situation remains a concern for Mr. ***** There may be times when things do not go as intended, and we understand your disappointment regarding the change in your cruise's itinerary. Unfortunately, we are unable to offer compensation for itinerary changes. Nevertheless, we truly apologize if our decision causes any disappointment.

Our decision will not be amended. We have thoroughly addressed all the concerns and consider this matter resolved. We apologize if this experience has tainted your impression of our company and for any disappointment this final response may bring.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

****** **********
Royal Guest Experience Management

Customer response
02/11/2025

Complaint: 22886413

I am rejecting this response because:
Made up fairness rules by Royal Caribbean.
The United States of America decides what is dangerous for its citizens not royal Caribbean and not issuing a full refund when it was brought to your attention six months prior to sailing with multiple calls and at the time a guarantee that itinerary would change if it was still deemed unsafe.
Furthermore not refund in full for jury duty on a previous sailing with proof is not only unamerican but shameful.

Sincerely,

****** Peer
Initial Complaint
01/31/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
1. I contacted Royal Caribbean (RC) multiple times over the past 3.5 months to gather a $360.63 refund promised to me due to delayed start of cruise by ONE day due to Hurricane ****** in the *****, ** area. The cruise was to go 10/12/24-10/17/24 (adjusted to 10/13-10/17).2. On 11/6/24 I filed a dispute with *************** [BOA] Credit card (Royal Caribbean card) for a $360.63 credit due me following the cruise. After supplying multiple rounds of documentation (final folio from Grandeur of the Seas, final payment proof, and letter sent to our stateroom saying un-used credit would go back to our card), I was denied as nothing shows it was sent back to my card ending in x5254, and *************** INSISTS they did not receive the funds from Royal Caribbean.3. ***** from ** got with RC accounting to re-issue the refund on 12/3/24. ***** provided Ref#: ***********************, which I submitted to ***** at BOA.4. Late 1/25, I called ***** at BOA to follow up as I did not yet get refund. I was told that it was denied again as the ref # does not show the $$ amount, or that it went to the card ending in x5254.5. On 1/20/25, I called RC and spoke to Jhay. She offered to get on the phone with me to BOA. We spoke to **** (Supervisor at ***), who said they CANNOT see that reference number on any of their lists!6. **** promised to escalate to Accounting and get back to me in a few days. When I heard NOTHING, I spoke to *** (and then ****). After over 90 minutes on the phone, I was told they NOW have to send to the "onboard team" to confirm refund.RC PROMISED this credit to me. It is THEIR responsibility to rectify. As such, after 3.5 months, RC should pay me the funds (hopefully not through *** again [that FAILED TWICE ALREADY]), and then work offline to do their "investigation" of where the funds went.Respectfully looking for my refund as quickly as possible. This has to be the WORST CUSTOMER SERVICE EXPERIENCE OF MY LIFE!
Customer response
02/07/2025
Royal Caribbean has issued the refund. Positive resolution.
Initial Complaint
01/31/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Orginal cruise on Utopia of the sea on Royal was book 8/15/24 for $2130.14 charged and paid in full on that date and a ****** On board credit was given all on Cruise Vacation receipt..Reservation ******* Prior to departure never booked with them before there was a reduction in prices I contacted through their online chat on December 27 2024..I inquired and was given new pricing of $1585.14 and lost the On Board Credit and was told refund within 10 to 15 days receipted to credit card used for travel..I inquired and was told that I should have not been given rebate but their last response was a Cruise Vacation Receipt showing the price reduction of total charge $1585.14 Amount paid $2103.14 ..until I called and was told they will not honor this requested refund as stated by their associate nor do they see the lost On Board credit.. a difference of $545.00 I have made multiple phone calls a ref case was opened SR3-76427475041. I never received a phone call, text or E mail the rebate was Not going to be honored as last corespondent from them. On Board **************** said I lost on the on Board credit with price reduction ..I was told they will not honor and I should have read the agreement however their employee made the final decision
Customer response
01/31/2025
Above is the original Cruise Vacation Receipt from 8-15-24 showing On board credit never received
Customer response
01/31/2025
Above is the original Cruise Vacation Receipt from 8-15-24 showing On board credit never received
Business response
02/07/2025
Subject: ******

Case: ******** Booking #*******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We have been in contact with Ms. ****** regarding this concern. We believe we have found an amicable resolution.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,

****** **********
Royal Guest Experience Management

Customer response
02/07/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ******
Initial Complaint
01/29/2025
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Better Business Bureau Complaint Royal Caribbean International (Wonders of The Seas)Dear BBB,I am filing a complaint against Royal Caribbean regarding my Wonders of the Seas cruise (Reservation #*******, Cruise Date: January 5, 2024). My familys experience was highly disappointing due to misleading pricing, hidden costs, poor service, and unsanitary accommodations.1. Hidden ****************** Pricing When booking, we were led to believe most amenities were included. However, once onboard, nearly everythingsuch as liquor, premium areas, and ******* amenitiesrequired additional fees. These charges were not clearly disclosed, making the trip far more expensive than expected.2. Discriminatory Pricing Structure The onboard system created a two-tier experience, favoring those who could afford costly upgrades. This practice was exclusionary and diminished our vacation experience.3. Denied Request to Return Home Upon realizing the extent of the hidden costs, I requested to return home from *********** with my family and asked Royal Caribbean to cover our airfare due to their misleading practices. They refused, stating that if we disembarked, we would be stranded and responsible for all travel expenses.4. Unsanitary Accommodations Our cabin was dirty, with visible mold in the bathroom, which posed a health risk and was unacceptable for a premium cruise.Requested Resolution Due to these issues, I am requesting a full refund of $4,400. This experience was not the luxury vacation we were promised and paid for. I urge Royal Caribbean to address these concerns and provide a fair resolution.Sincerely,**** ***** **********
Business response
02/04/2025
Subject: *****

Case: ******** Booking *******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

We understand that you were highly disappointed due to what you perceived as misleading pricing, hidden costs,poor service, and unsanitary accommodations. However, we would like to address these concerns point by point.

1. **Pricing and Costs**: Our pricing is transparent, and all costs are clearly outlined during the booking process. It is the guest's responsibility to review what is included and to investigate any additional costs. At no point does the cruise line hide costs or engage in misleading pricing.

2. **Amenities**: Our records show that all amenities were described accurately at the time of booking. We do not imply that all amenities are included without additional costs.

3. **Sanitary Conditions**:Our records indicate that there was no report of mold in the bathroom. We maintain high standards of cleanliness and sanitation throughout our ships.

4. **Request to Return Home**: Our records also indicate that you requested to return home from ********** and asked Royal Caribbean to cover your airfare due to your concerns.Please note that if a guest chooses to disembark and no longer sail, it is their responsibility to arrange and cover the cost of their return.

Additionally, Mr. ***** demanded a full refund, which we declined. As a goodwill gesture, we offered a 10% future cruise certificate. Unfortunately, he declined to hear what additional compensation we were willing to offer and expressed that he would never sail with us again and would be pursuing legal action.

We regret that this situation remains a concern for you. However, our decision stands and will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved. We apologize if this experience has tainted your impression of our company and for any disappointment this final response may bring.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

****** **********
Royal Guest Experience Management

Customer response
02/04/2025

Complaint: ********

I am rejecting this response because:
Subject: Response to Case ******** Booking 2945747

Dear Ms. **************** do not accept your response to my Better Business Bureau complaint.
The cabin does have mold in the shower and bathroom as you can see in my pictures provided.
We purchased last-minute tickets, and no extra charges were disclosed before or after payment.
Customer was service was rude and was advised about the issues not only that but charged us without consent.
I was offered 10% and 20% discounts on a future cruise, but I refuse the offer and will never sail again due to this terrible experience.
I demand a full refund.
Since this matter remains unresolved, my next step will be reporting it to the **** and the ****************** following up with a formal law suit for compensation against this company.

Sincerely,

**** *****
Business response
02/04/2025
Subject: *****

Case: ******** Booking # *******
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

We regret that this situation remains a concern for Mr. ****** However, our decision stands and will not be amended. As Mr. ***** has chosen to pursue legal action, we are no longer able to assist him directly.

We have thoroughly addressed all of his concerns and consider this matter resolved.

Sincerely,

****** **********
Royal Guest Experience Management

Business response
02/04/2025
Subject: *****
Case: ******** Booking # *******
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We regret that this situation remains a concern for Mr. ****** However, our decision stands and will not be amended. As Mr. ***** has chosen to pursue legal action; we are no longer able to assist him directly.
We have thoroughly addressed all of his concerns and consider this matter resolved.
Sincerely,

****** **********
Royal Guest Experience Management

Customer response
02/04/2025

Complaint: ********

I am rejecting this response because:
Subject: Response to Case ******** Booking 2945747
Dear Ms. **************** do not accept your response. This case remains unresolved, as the mold issue, health hazard conditions, and other concerns are valid and supported by proof.(she has stated she does not recognize the areas where the pictures were taken, it's obvious they were taken in the shower/bathroom area refer to pictures given as evidence)
Additionally, I experienced discriminating activities during my trip, which further contributed to this unacceptable experience.
I request an immediate resolution, and I will only accept a full refund.
If this matter is not resolved, my next steps will be filing formal complaints with the ***************** and the ****, followed by legal action.

Sincerely,

**** *****
Customer response
02/05/2025
How can you say my issue was resolved?
It's obvious it hasn't been resolved.
You guys allow these companies to scam and get away with it.
I believe big companies like Royal Caribbean International pay BBB to remove these complaints.
Thank you for not doing anything on behalf of us the customers who are always right.
Customer response
02/05/2025
Hello Miss ***** *.

I will appreciate if you can gide me through the process to access the information about other sources to consider in pursuing my complaint.
Thank you soo much for your kindness.????
**** *****.
**********
Customer response
02/06/2025
Thank you Soo much Miss *****.
God bless you.
**** *****.??
Initial Complaint
01/28/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
During our recent seven-day Royal Caribbean cruise, we encountered repeated allergen-related incidents so serious that they confined us to our stateroom for almost four days, and could not go out at ports for more than an hour and caused us to miss most of the ships amenities and shows even though multiple crew members were informed. Meanwhile, housekeepings negligence forced us to sleep on blood-stained covers, and a decaying corpse went undiscovered for days, creating an unbearable stench. Management was largely unresponsivemost staff did not know the General Managers nameleaving us to navigate these critical problems without proper support or accountability.Dining conditions were equally dire: dishes were lukewarm and fell far short of advertised standards, while the Executive Sous Chef mocked our requests for fresh fruit, serving only inedible, overripe produce. One staff member openly disparaged Mexican vendors as sketchy and aggressive, and another attempted to pass off a crusted, unlabeled lactose-free milk carton as fresh. We also discovered a serious breach of privacy when we found an opened envelope addressed to a previous guest in our stateroom, and the onboard laundry service destroyed approximately $150 worth of clothing. Although the line incrementally offered and increased Future Cruise Credits from 30% to 50%, this still falls well short of our request for a comparable suite-class cruise plus two business-class tickets from Canadaan ask we deemed proportionate to our ordeal. Over a month has passed since we first sought redress, and we have spent nearly two full working days pursuing a resolution, yet remain deeply disappointed by the lack of an adequate solution.These are not minor lapses; they represent critical failures in health, safety, and professionalism and resulted in significant loss of time, energy and funds on our part. We did not have a cruise, we almost lived in a ship's room for seven days.
Business response
02/04/2025
Subject: *******,

Case: ******** Booking 9410258

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

We regret that this situation remains a concern for you. However, our decision is final and will not be amended. Our records indicate that this case was managed by our ********************* where all of Ms. ******* concerns were thoroughly addressed. Accordingly, we consider this matter resolved.

We apologize for any negative impact this experience may have had on your impression of our company and for any disappointment this final response may cause. Please be assured that we take all feedback very seriously and forward it to our management team to ensure continuous improvement in all areas for future sailings. As one of the leading cruise lines in the world, we strive to offer the best possible experience to our guests.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

****** **********
Royal Guest Experience Management
Customer response
02/05/2025

Complaint: 22870817

I am rejecting this response because: The resolution provided by the business is insufficient and does not address the losses suffered.

Sincerely,

***** *******
Initial Complaint
01/28/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked our flights through air2sea and the booking **** said if I found a cheaper fair within 24 hours, I could call and get 110% the difference credited back. Long story short, this was a lie. After over 2 hours on the phone with 2 different representatives in customer service, they told me because American airlines charges different fairs for them and other websites it didn't qualify. They wasted so much of my time and there was so much red tape on a perk they advertise for no reason. The low fair guarantee should have been a positive for me, but it's false advertising. It is not the customers fault that American ************************* charges different fees when that is not something I as a customer can control and ****************************** should honor their own word.
Business response
02/03/2025
Subject: Vines
Case: ******** Booking # *******

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

After a thorough review of the case, our records indicate that this matter has been fully reviewed by the ******************. Unfortunately, we are unable to provide any further compensation.

We regret that this situation remains a concern for you. However, our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved. We are sorry that this experience has tainted your impression of our company and for any disappointment this final response may bring.

Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,
****** Filgueiras
Royal Guest Experience Management
Customer response
02/03/2025

Complaint: 22866332

I am rejecting this response because:
I have provided more than enough adequate information to prove you are dishonest about your guarantee. I'm not asking for any extra than the promised 110% of the difference. Don't advertise if you are not going to hold up your advertised guarantee.

Sincerely,

***** *****
Business response
02/06/2025
Subject: Vines

Case: ******* Booking 7895134

Thank you for forwarding a copy of the complaint filed with your agency. We appreciate the opportunity to respond.

We apologize for any inconvenience this may have caused. We regret that this situation remains a concern for Mrs. ****** Unfortunately,prices for AirSea are subject to change, and we will not be able to honor Ms.*****' ****************** stated in previous emails, our decision will not be amended. We have thoroughly addressed all of your concerns and consider this matter resolved. We are sorry that this experience has tainted your impression of our company and for any disappointment this final response may bring.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

****** **********
Royal Guest Experience Management
Initial Complaint
01/27/2025
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Booking ******* was a direct booking, however sometime in November 2024 a travel agent transferred the booking to her agency without our authorization. We are now being required to jump through hoops to change this booking back to a direct trip. We received little to no assistance from ***. We've been told to speak with the travel agent and after speaking with her she stated that her day was booked and would try to get this moved back to a direct booking. We then asked if we could speak to another travel agent to which she said there was no one else that we could speak with. I have major issues with this situation. Can someone please give myself and/or Ms. ******** a call to get this matter resolved as soon as possible. No one should have access to our booking especially AFTER THE ***** We are wanting to change our travel date. It's bad enough that we are being told that we will have to pay a change fee EVENTHOUGH we purchased the insurance, but to not be able to manage our own reservation is absolutely insane. We should not have to have such difficulty on getting this matter resolved.
Business response
02/02/2025
Subject: Long/ 2612651
Case # ********
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We appreciate the time the guest has taken to share their honest evaluation with us. All feedback is very important and helps identify our opportunities for improvement.
However, according to our records, this reservation has already been canceled. This was done on January 28,2025.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.

Sincerely,

******** *********
Royal Guest Experience Management

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