Royal Caribbean UK Reviews 44

Just completed our 5th cruise with Royal Caribbean, we will never cruise with them again with no after cruise customer service.
We disembarked at Ravenna Italy on Sunday, following cruise on Brilliance of the Seas and one of our suitcases was missing when arrived in terminal.
We were with the first group of people into the terminal, so quite sure no one took it by mistake. This case was tagged just like instructions and same as the other case, so no reason for this to be missing.
We kept getting told by staff it would appear because still taking cases off the ship, they held a coach back for us for so long and we checked all areas of the terminal ourselves in case it was placed in wrong area with no help from staff in the terminal.
Eventually told to fill in lost property form, they told us they couldn’t delay the transfer any longer so we had to go to avoid missing our flight home.
So on Monday I tried to ring the number on the bottom of the lost property form, but it wasn’t a valid number and number advised to ring instead just had message to say no one available to take call.
So called Royal Caribbean and eventually got through to customer relations, the lady had to go and ask for process for lost property and we were told to ring a number for lost property. Well that number was incorrect because that company didn’t deal with Ravenna port. So rang Royal Caribbean again and back to customer relations where again the person I spoke to had to ask for process for lost property, this time told correct way to report to them via a third party intermediary called charge back.
So form filled in and acknowledged received, but no information on how long this process takes and no contact from Royal Caribbean to discuss this loss which is their responsibility as clearly lost by their staff.
Feel very let down with no apology for this situation we find ourselves in, Royal Caribbean don’t seem interested in letting us know if case found or not and timescale for a response.
Royal Caribbean pride themselves on their customer service, but it seems once the cruise has ended they are not interested.

I sailed in September 2021 for what was supposed to be the Norway cruise but with covid this didn’t happen so they changed it to a UK one.
Emailing customer services is pointless- they emailed back 3 months later. Phoning them was ok but they were confused at the time. They were always polite though. They did give us a partial refund to what the price would have been and so we decided to continue with the cruise which was wonderful. The staff onboard were so lovely to us and especially my mum who is difficult to understand sometimes and quite elderly. They were so kind to her.
For the cruise I am going on soon, the telephone customer services have been good. I also have asked questions on Twitter and that gets answered in a couple or so days which is fine.
Looking forward to the holiday I’m going on soon which will be a lot more busy this time.

Having cruised with Royal Caribbean since 1993 and a Diamond Plus member I am so disappointed with them I may never cruise with them ever again. The service and information has been appalling, we must have sent at least 10 emails to them including Crown & Anchor and no one wanted to either help or even reply

Rude
Rude
Rude - if that’s the service to expect onboard I won’t ever be sailing with RC

Currently interested in a feb 23 cruise

Spoke to a lovely lady at the beginning of the week who arranged a call back to see if prices drop. She was helpful, pleasant, polite, all you would expect from a sales lady and more.

Anyway today I received my call back from a gentleman who was quite possibly one of the rudest, arrogant and impolite person I have ever spoke to.

Thanks to having someone like this work in your sales department you have just lost out on a 12 person booking.

Left hearing aids in cabin when we disembarked. The night before I went to bed still wearing them. Took them out and placed on bedside shelf in front of telephone.
Next morning checked everything ( I thought) and left.
On the way home (4 hour drive) I realised what I had done, so immediately I got home I filled out lost item report giving them room number, description of hearing aids and where I had left them.
After two weeks 3 standard emails saying we are looking for them I rang customer services.
The lady was hopeless and just kept saying I will forward your comments to lost and found. I then asked her a question and there was a long pause, I asked if she was still there and she then repeated what she had said earlier, obviously she hadn't even been listening.
Now after 4 weeks i have had another email saying that they haven't found them.
I could appreciate all of this if I had said I lost them somewhere on board ship. but I have given them the exact details of where they were and room number.

The holiday on Anthem of the seas from Southampton was good, but this has definitely left a bad taste as I feel that once you have left the ship they are not interested

Simply the worst customer service i've ever experienced. Contradictory information, advisors who don't know the protocols, absolutely no common sense, advisor who just hangs up on the call! Clearly don't care about customers who have spent life savings on a holiday of a lifetime. Share prices at an all time low and massive debts...I give it 12 months before they go bust!!! mark my words

Can't believe Royal Caribbean have told us that they will put on buses to take passengers to Venice City centre from the port we arrive in. Spent nearly an hour talking to their representatives that said that shuttle bus did not exist.
Crazy customer service which will probably still be blamed on covid!!

We had booked to cruise October 2021 which had to be cancelled because due to covid and non entry to the USA for international travellers We received Cruise with confidence Future Cruise Credit for half the deposit it seems we may have been charged a cancellation fee although this was not mentioned in the conversation with the booking agent. I have been trying to email RC but all emails bounce back Dreadful I really need to discuss this with RC

HOLIDAY FROM HELL!!!
In rather unfortunate circumstances, my partner tested positive for COVID at the cruise terminal in Barbados. We were meant to sail on the 30/01/22 on board Grandeur of the Seas.

On our day of boarding we arrived at the port terminal for our allotted time and completed our rapid antigen COVID tests as expected. Unfortunately my partner, tested positive, but I tested negative. A further 2 passengers we were travelling with also tested negative. We appreciate this is just an unfortunate event, but our complaint follows what happened after the test result came back.

Upon staff obtaining my partners positive result, he was removed from the waiting area with no explanation of what was happening, and was asked to wait in a sectioned off area of the port terminal. I was left by myself and not told what was going on, my partner was not able to relay any information over to me for a considerable amount of time.

Some 20 minutes or so later I was also brought over to the sectioned off area, along with the 2 other passengers we were travelling with. In this area there were 2 more passengers, which 1 of whom also had a positive test result. For the 6 of us that were now present there, there were 4 old chairs to share. There was a tray of old dirty water in the corner covered in insects and the area was teaming with ants, not to mention it seemed this area was also used to store broken trolleys and broken equipment in a run down state.

An individual who we were all led to believe was a doctor came in and performed PCR tests on us all, to which my partner and I had to pay $1600 for. It was over 2 hours of waiting in this sectioned off area, unable to see out of it, until any other member of staff came to see if we would like a drink. 2 hours of us sharing chairs and sitting on the floor, we feel that it was a total lack of duty of care and attention on Royal Caribbean’s part.

We proceeded to ask if we could use the toilet facility’s, this took over an hour to get an answer. Totally unacceptable. We were marched 1 by 1 past the waiting area to the toilet in a humiliating fashion, in front of many many other passengers.

It was well over a further hour before we were offered another drink, all of us feeling overheated and dehydrated, now around 4 hours into waiting in this area, still with no clue of what was happening and no members of staff giving us any further information when asked.

Another long uncomfortable wait and we were spoken to finally and given further instructions, we as a group had been waiting there for almost 6 and a half hours. In this time, received 2 small half filled cups of water and waited over an hour to use a toilet, no other offer of any assistance, no food, nothing to help cool us down. My partner was suffering from a severe migraine and we were all aching and tired from the terribly uncomfortable and stressful ordeal.

We were treated as if we didn’t matter one bit, forgotten about, in an area that I would class as a dump. It is as if we were garbage!

My partners positive COVID test result we can live with and accept, the treatment we received under Royal Caribbean’s care afterwards we truly can’t.

Poor customer service unhelpful staff everything is a massive problem apart from the bit where they take your money

Quick to take your money but not interested in helping UK travellers. Can not complain or speak to customer services because the only number is to Sales and they only want new sales or new bookings for on board. When they cannot help they simply drop the line to their survey. Extremely unprofessional. The fact that we are Diamond status means nothing.

31/12/21: I have to point out that RCL have not made any attempt,in ANY review (good or bad),to comment.

Great way to treat your diamond members who have spent thousands on cruises over the years I had to cancel my holiday because my wife has Covid I give them plenty of time to resell the holiday but they have kept my deposit of £300 and then emailed me to tell me I have to wait for up to 90 days for my refund I will not be booking any more holidays with royal Caribbean

Just had the misfortune of speaking to Royal Caribbean to chase up a refund that should have been with me a long time ago. They're very good and taking your money but so slow to give it back. Very unhelpful customer services agent and non-existent customer complaint process and they won't provide any proof that the refund has been processed as requested by my bank. Any kind of half decent update along the way would have been useful.Last time I'll be using Royal Caribbean.

We booked a cruise for November 2021. This was cancelled by Royal Caribbean in July. After much ado we finally got our deposit back in December 2021.
We had to resort to Revolut's excellent chargeback service otherwise I don't think they would have ever paid up.

A nice modern ship with sensible initial costs and a fantastic we will rock you show. However when on board everything is as an extra whereas on another cruise lines it may be included. The level of service is not that of other cruise lines. The most disappointing part of our journey was the lack of quality in the food as dining is a very important part of our cruise. Every dish had something missing, bland and often cooked wrong. Dining experience often felt rushed, formal nights felt very standard. Complimentary bread often stale. Unfortunately the level of cleanliness also didn’t meet our expectations after Covid we expected everything to be sparkling clean yet we had to send countless items of cutlery back and the state room was never dusted properly. We did enjoy a nice relaxing time away but unfortunately will not be going back to Royal Caribbean and be sticking with another brand we know and love.

From booking till day before departure a catalogue of disasters between Planet Cruise and Royal Caribbean. Websites loaded with wrong information and if I cancel will loose 100% of cost despite no errors on my part. Complaints made 10 day reply outrageous.

we booked a 10 day cruise 18 months ago, cut a long story short, we only received our refund back this morning after ringing, emailing and speaking to customer services nearly everyday, terrible service, we have also been chargerd so much interest on our credit card its just crazy! just refund back the people who want their refund.

Very interesting to see that someone else has had this issue in a review below….

Basically bought a deluxe beverage and boom internet package for £810.74 and was charged for this SIX TIMES.

Somehow I ended up with 3 in my cruise planner and 3 there is just no record of. I cancelled 2 in my planner and have had a refund for those 2.

This was on 27th May and in short, they still owe me over £2,400 for UNAUTHORISED transactions for 3 packages I did not buy and they have done NOTHING to resolve it.

Customer service is an absolute joke. Getting passed from department to department and don’t get to speak to anything because there is an ‘error in the call transfer’

Disgusting, absolutely disgusting. I. Starting legal action with a money claim online. Letter before action will be sent today.

Outstanding and helpful. Our number one choice.

Warning to anyone using RCI and want to pre book onboard services via telephone. Please double check your Bank Account transaction. Booked a deluxe drinks with voom internet package agent quoted a price and I went ahead with the transaction, three days later I checked my Bank account and the agent had made a second transaction without my authorization. Contacted RCI to ask about transactions and told yes it was wrong that they would put the money back into my account and give me $100 onboard credit, I asked for it to be referred to a Manager I waited 10 days for this to happen, I got no apology and when you ask for a full explanation how this is being allowed their customer service team fob you off. I emailed 3 times and telephone 5 times before this and their response the money has been repaid and we have given you a credit what more do you want. My warning to anyone using this company is double check your bank transaction and contact your bank don't give RCI the privilege of disrespecting you.