Royal Caribbean UKAnmeldelser 

We are most angry at this company because of the unfair way of their drink packages up to this cruise my partner likes the alcohol packages while myself don’t drink any alcohol had the refresher package we are now told we have to buy 2 packages the same this would cost me a lot of money for what I don’t want we will not be going on any future cruise with them even though we have done several with them before very disappointed

Well it being my 60th Birthday & having done a Royal Caribbean cruise back in 2011 i thought it would be a great idea to do another it was 7th - 12th June 2026 but let me tell you all this time it was a disgrace from start to the end. On the first day our Luggage was left in the corridor & it was all spread out not even together in 2011 it was put in our cabins.
The so called emergency / escape drill was also a disgrace all they did was tell you to meat a point on the ship where they scanned you boarding pass & point to a life boat & say that's yours what ever happened to the proper drill & info on what's expected of us & them. Also we was miss sold a body massager was given a special price only to find out ounce you are there in the room the price is higher due to a 20% charge my partner was put in a awkward situation & felt obligated to go ahead with it so i complaint to the main customer desk on board the ship where i found myself having to fight to get some understanding & recommence for the 20% charge it should not be this way Some of the staff gave incorrect info about what you could get for free from the customer desk & all the customer desk said was you have to go to the shop on board & pay well you could not make it up PLEASE DONT BOTHER TO CRUISE WITH ROYAL CARIBBEAN THEY DONE NOT DESERVE YOU HARD SAVED MONEY.

The biggest issue this time was finding out that the slides were closed and have been for many months OR MORE!!!!!!!!! We received many, many emails from Royal but NOTHING to invite us to change our sailing date if we wanted to go on the slides, which is a HUGE selling point on ICON. A whole floor is designated for it. I was aghast when I heard this late on day 1 from other passengers who were really upset.
We found out on day 2 that there was 1 slide out of the 6 available, which was just as unacceptable. How can Royal in good conscience, bring passengers on this ship without any type of notice? It’s truly unconscionable since these are once in a lifetime adventures and I should never be expected to go on Icon repeatedly to finally get to experience the slides.

At first, I didn’t go to Guest Relations since I knew from our previous cruises that they are a waste of time. Even the manager on Symphony never logged any of my issues after I told him that I would contact the Executive Office. I finally ended up going this time to Guest Relations, since it was so upsetting to us. The first guest relations person gave me no help and I had to push and push for a manager. I was then given an assistant manager, who tried to minimize the issue, which was even more upsetting. I was getting nowhere and wasting time, so I gave us that day. By day 3, we were so upset as we would visit that floor and it was a ghost town with all but one slide closed. I found another manager, who was NOT with guest services and started to talk about the issue and he was so kind. He brought me to guest services and found a real manager. She listened and explained that there was maintenance being performed, which was not true since there was no such activity and then she said that one more would be open later in the day. I had to beg for a future cruise credit, which she finally did but I should NEVER have to ask for that. Near the end of the cruise, a letter showed up at our room, which spoke to a credit of 10% of our basic fare to be used on a future cruise, which was a slap in the face since it amounts to only a few hundred dollars and these trips add up terribly plus our actual loss can NOT be fixed unless they give us another Icon trip. Again, we can’t go on Icon again and just hope all the slides will be open and now it’s in the news that this has been a problem for possibly a year and nobody is being told, so it’s more serious, which means that we were silently lied to by RCI BUT it gets better!!!!! I waited a month as the letter indicates for the FCC to arrive in the physical mail and nothing. I finally called Royal and it took forever because the first person I spoke to could NOT find anything about us. He then had to transfer me to another person, who could NOT find anything, so he said that I had to email him the letter, which I did not have easy access to. I asked him if I could text it to him since it speaks to that on their website but he said no, so after trying and trying to get an email attachment to him, he finally said that he got it and would take it under advisement and that I should see something in my email in 5 to 7 business days???? NONE of this is good or reasonable customer service!!!!! This goes way beyond disturbing, since we have been on countless Royal cruises but this is the end since it's obvious, they don't care at all and that's sad because I can't give them brand loyalty if they don't care.

I booked a hotel through Royal Caribbean’s hotel booking route and received a Royal Caribbean itinerary showing Viajero Miami, a “Standard Room” for one adult, shuttle listed as an amenity, and a total expected hotel cost of $198.95 / £147.42.

The problems started before I even reached the hotel. I waited at the airport for around an hour for the advertised shuttle, only to discover that no shuttle was available. I then had to pay for taxi/Uber transport.

When I arrived at the hotel, I was offered a 10-person dormitory room. I was told the only way I could have the private/single room I believed I had already booked was to pay extra. I had just arrived abroad and needed accommodation, so I had little practical choice. I was charged an additional $470.32.

The unavailable shuttle also caused further taxi/Uber costs. My direct additional losses came to $563.09.

Royal Caribbean now appear to be passing responsibility to Priceline, even though I booked via Royal Caribbean and received a Royal Caribbean itinerary. Priceline offered £27.46 as “goodwill”, which is completely inadequate.

This materially affected my holiday because the unexpected cost took up my planned spending money. The cruise itself may have been enjoyable, but the hotel booking failure and poor complaint handling have seriously damaged my confidence in Royal Caribbean.

We were booked on a cruise from Sydney to New Zealand on 27th January 2026. The cruise was cancelled at short notice and we were booked on to another cruise by our travel agent. When we returned home, Royal Caribbean asked us to send receipts for our incidental expenses which we incurred before we started our new cruise, along with hotel costs for two nights. We submitted the receipts and Royal Caribbean agreed the amount we were owed. We are still waiting for the money! We have spoken to Royal Caribbean on several occasions and each time have been told to wait 7-10 days and the money will arrive, only to find they haven’t even sent it. Would never use them again and would not recommend them as a company.

Absolutely dreadful customer service.After booking a cruise with numerous excursions and trying to book drinks packages I’m told my daughter who is 25 and severely mentally and physically disabled must also buy the £420 alcoholic package.I have repeatedly given evidence to Royal Caribbean of her needs and the fact she’s unable to drive alcohol.I have purchased my daughter a £200 soft drinks package but again I’m told if she doesn’t purchase the alcohol package then neither can we!! Customer service team didn’t want to resolve the situation and showed no empathy at all.This has really put me off travelling with them but after spending £10,000 we now have no choice.Avoid Royal Caribbean they are not the company they used to be unfortunately and are only about their profit.

This was my first time cruising with Royal Caribbean, and while the ship and crew were lovely, the pre-cruise customer service was very disappointing.

Before sailing, I used live chat several times to confirm details about our cabin and was told it was suitable for four adults, with two single beds and Pullman beds available. When we boarded, we discovered there were no Pullman beds at all. The information I was given beforehand was completely wrong. They had my booking number and room number so there’s no excuse.

I received conflicting answers from different agents, which caused unnecessary stress, delays, and extra expense. When I questioned this and shared screenshots of what I’d been told, some staff were quite rude rather than helpful.

The onboard crew did their best and were polite throughout, but the lack of continuity and accuracy before the cruise really let the overall experience down.

I didn’t find anything wrong with my cruises except the pre embarkation was extremely slow for people with disabilities or wheelchair helping get on board !

I stay in hotels a lot and I am not prone to writing trust pilot reviews 3 ever and 2 are about Royal Caribbean, Brilliance of the Seas. Should be renamed disgrace of the seas! So let’s add to my first day feedback. Lack of waiter servuce around the decks, you can’t find anyone. Waiters in the main dining area mean well but appear to have little or no training. 1 poor guy started the day before serving in a restaurant with a couple of thousand people going through it each night. Paid for an £830 premium drinks package and requested a bottle of water to take medication, was refused plus there is no sale of soft drinks/ water in any of the shops. I should read the small print but the Windjammer restaurant which masquerades as a buffet all day restaurant , have just come back on board and there is absolutely nothing,yes nothing available ,asked if we could at least get a frozen ice cream from the machine, you guessed it 2 team members said no!!! To top it all our cabin wasn’t cleaned today, when everyone else’s and our friends on the deck above, cabin done. Asked one of the cleaners 2 hours ago could they clean it and get new towels, nobody turned up went up to customer services and spoke to the first officer in charge of customer services called Frankie who apologised and send he would sort it out. Unfortunately he didn’t. We tracked down the deck head of housekeeping who came to the cabin, who tried to explain to us that she is by herself and doesn’t have time to do all the cabins and agreed that service on board was terrible, clearly not her accountability, I felt really sorry for her. I’m sure many reading this will think, ‘ First World problem just accept it and crack on however, Royal Caribbean are charging premium prices plus charging you a substantial staff gratuity on top. The Execs at this company need to go and pay for a Tui Marella cruise to experience what good looks like. Impeccable service, well maintained and relatively recently refurbished ships and cabins, well organised and enough team members who are trained across all areas of the ship. I suspect however,execs will not even read this and someone in customer services will dismiss it as just another whinger expecting to much or being pedantic. However if your reading this thinking about spending your hard earned on a Royal Caribbean cruise my advice, definitely think again or do a Tui Marella cruise 30% cheaper who are outstanding by comparison. I will even put my name to this, Jeff Browning

This is by far the worst company we have ever dealt with. Rude, abrupt and unprofessional staff and support services, a company in chaos.

Told us the day before the cruise was due to embark it’s been delayed! Called to complain, no compensation. Flights taxis etc can’t be changed. They’ve really gone downhill in the past few years. Been on many cruises with them including a couple of years ago. They aren’t the same company they used to be, will NEVER book with them again. Going through holiday insurers for compensation

I booked a cruise for our family with Royal Caribbean stating we would be adding a baby to the reservation when the baby arrived. Contacted them when baby arrived and they said it was no problem to add the baby, but would need to contact the agent we booked with. Did that a few days ago and they said it agent says Royal Caribbean want £900 to add a baby to the room reserved. A baby what will only occupy space. Not eating etc! Really……really??

Avoid spectrum of the seas Osaka, Kobe and Tokyo Japan cruise

Our first issue was arriving in Osaka. Intinary time 14:30-04:00 -

We did not disembark the ship until approx after 17:30 as we were ticket number 62 in the queue for disembarking. We did not get into Osaka until approx 18:30 . By this time it was dark and all attractions / museums were closed. Attractions closed at 5pm. Our first day was wasted.

The second port Kobe. We booked an excursion with a guide called Casper who kept walking off from the group and leaving the elderly behind. She only spoke to the front of the group and no one could hear what was being said. We were then taken to a hilltop and left for 2 hours with little to see or do . Lots of us sat by the side of the road waiting on the bus coming back to pick us up. We were then taken to Chinatown despite being in Japan and wanting to see Japan. Then taken back to the ship. Wasted a day when there was so much to see.

Third port Tokyo which was supposed to be the highlight was the biggest disappointment. We booked “ Tokyo on your own” to take us to Shibuya crossing with “over 4 hours exploring time” . We arrived in Tokyo approx 15:25 and were advised that the bus was leaving early at 7pm. Basically 3.5 hours to explore Tokyo. We were then advised that the gangway doesn’t go up until approx 10 and we could stay longer but have to get a taxi back which was around £156. So we basically paid for a £90 each bus to take us to Tokyo only to leave early and give us very minimal time. We ended Coming back with the bus to the ship very disappointed and deflated with the whole experience. Saw very little of Japan and even less of Tokyo. We felt like we had travelled across the world to fall short right at the last destination.

In our onion the excursions/ intinary was a poor excuse to take customers money and provide as little experience in return. We have never felt more scammed in our lives.

Cruise ship disorganised and uncoordinated.

Avoid this cruise if you especially want to see Japan.

Not even worth one star. I didn’t get as far as a cruise. I receive daily marketing emails. I was genuinely interested in booking something but it fell over each time I tried. This has been the case for at least the last two days. I called to let the company know that they must be losing a fortune in business. I spoke to someone who wasn’t interested in what I was telling him and he just kept repeating back - wrongly what I stated to him, such was his lack of mastery of the English language. Thank God I didn’t book with them.

Ships are busier than ever, standards have dropped and the extra mandatory charges such as daily charges for tips and high cost of drinks plus surcharges make RoyalCaribbean.com one of the most expensive cruise lines when compared with others who offer similar quality of ships.

Keep a check of your loyalty points .
We've cruised with rci over 10 times never had a problem but your loyalty points don't always get added .
I had a cruise missing from my loyalty and told them , they asked me to prove it,I sent them the ship name our names our loyalty cruise numbers the full itinerary AND a photo of our seapasses and all this wasn't enough.
They want my reservation number which I couldn't get hold of because this cruise was over 4 years ago and I didn't keep the invoice.
But you would think a company as big as rci with all the information I gave them would be able to find us on the ship , but NO they can't, so I would just say check your loyalty programmes points as soon as you return home .
I give the loyalty team 1 out of 5 for there help . !!!!!!!!Since this post ive now received all my missing points and been fully updated.
It's great that I finally found contact in an email with someone who really helped. That's why ive updated my review

Wishy washi lady in Windjammer was brilliant with the guy on his guitar but the the table waiter ruin the hygene standards by wiping tables after clearing the dirty plates,cups ect with a used guest napkins and not using the pink cloths and spray they had with them 😲.

Checking in at the port in Ravenna we found the staff/port authorities abrupt and ordering people about in the line. As a disabled person the woman taking the luggage off myself and my husband 1 being a small suit carrier and 2 med sized cases she refused to take one of the cases off us and said we had to take it on ourselves as 1 case was too small for them to take!!
My Husband said we don't want to carry it on ourselves and it was bigger than the suit carrier you have taken off is but she dismissed us and wouldn't take it off us😡.

Boarding felt more like we where entering a prison rather than being welcomed on a cruise ship for a lovely relaxing holiday which we work hard to have!
Definately felt unwelcomed they all seemed very angry!

Definately wouldn't go from Ravenna again as it's too far from any Airport (3hrs away/train station from which you need a taxi transfer which adds to the costs.

The ship was nice and the entertainment was good.
Cabin large interior with a nice attendant Thank you.
Plenty of sunbeds.
Guest toilets were untidy and lacked required cleaning standards we are used to on RCI.

Bar staff ok in all bars.
Promanade cafè no tables cleaned at all just cleared that we saw!
Staff were not friendly at all and seemed like it was all too much trouble.

Tuna sandwhiches in the fridge were drenched in water and apperently that was due to the fridge being cold one young woman said and I said thats a terrible excuse and you are serving people those items like that!! There was no officer around to complain too!.

Arrived in Kotor @ 12pm and we were ther until 20:00 but eventually got off the ship at 4pm😡.
All other ports were good but terrible trying to get back down for the tender in Santorini as the line for the cable car was 2 hours long and with 3 ships there it was crazy. People were cutting in and almost fighting to get on the cable car!!!

Deck 7 had a vile smell of vomit which we noticed a few times and it just seemed to get worse! We did ask giest servoes to check it out and they did and the smell had gone by the morning after ( RCI what took so long) your cleaners must have smelt it!

I was booked into a room with a balcony but air conditioning didn’t work properly. Maintenance came to the room to say the grill had been put on backwards which he rectified. The controls for the air conditioning he said had to be fixed remotely which he said he would do. A few hours later another maintenance man came and said he would have to shut down the air conditioning manually which he did. He then returned another four times between ten pm and five am to sort out the air conditioning manually which he could not fix. We were then offered an inferior room at the same price which we refused. We also had to miss our excursion for the following day as we had not slept all night. I requested that royal Caribbean refund me one day of my seven day cruise which they have refused. They have offered money off a future cruise but nothing else

Tried to log in to pay for 2 different bookings for my family and both times they logged me into the same booking. The result is that they were happy for me to pay twice for one booking and it will be 7-10 days to get my money back. 1. Why would they ever take 2 full payments for the same booking? 2. Why did they log me into the wrong booking and allow me to make payment? Zero controls and very poor service.

Never been on a cruise before and it is my partners 50th birthday this year and she always wanted to go on a cruise. I booked 1 week around the mediterranean leaving 25th May 2024, included as part of the package were flights from Heathrow to Venice, where we started the cruise. Six hours before we were due to leave home I got an email from Royal Caribbean to say our flight has been cancelled and we were rebooked on a flight the following day. This would have meant missing the cruise ship, after 3 hours on the phone to various people at Royal Caribbean it finally dawned on them that this flight was no good and we would have to cancel the cruise. Today is 2nd June and so far I have had no reply to any emails, no explanation or apology, cut off the phone when I try to ring and zero refunded. Never again.