My Wife and I were treated terribly by Royal Caribbean. Let me start with a little background; my wife and I have been on five Disney cruises and one Norwegian cruise. Let me say that Disney treated us like we were Royalty. We had no negative experience with Norwegian. So last December (2021) we signed up on line to try Royal Caribbean. We booked a 7 day caribbean cruise with flight, meal package and 2 excursions. At this time we were excited to give RC a try. We put a deposit down with a later date for paying the balance. Let me say we dropped the ball and missed the deadline to pay the balance, so our cruise, flight and excursions were cancelled. We called them to pay the balance and get back on track. The people on the phone were very friendly and accommodating, they even said that they would give us the meal package and excursions at the original prices (as the prices went up). Around July we got a message from RC that we owed them $430 (even though we paid in full). We called RC with concern, they told us that the $430 was a credit not a balance. We asked them if they were sure? because we did want to get cancelled. They reassured us that we were paid in full and it is definitely a credit going back to our credit card. As soon as the credit appeared on our card, RC cancelled our cruise for non-payment. We called them up, they put our reservations back and said they were waiting for our payment to be transferred to the new reservation. They said they would call us when it went through. They did not call us. We called them and made another payment. We then confirmed with the "Air to Sea" department that books the flights to the port to see if we were set. They told us that the return flight we wanted was booked and they would have to put us on a wait list. I reminded them that the booking was set before RC accidentally cancelled our bookings. They apologized but we still had to wait. We were told they would call us in 72 hours with the flight update. They did not call! We had to call them! They told us that the flight was all set. So now everything was put back but only after a lot of 4-6 hour phone calls. A lot of stress about the flight. Royal Caribbean didn't take good care of us AND we haven't even got on the ship yet. I asked the last person I was talking to at RC if he could transfer me to Compensation department. The operator said the man who would talk to us was out and he would call you tomorrow, his name was William. Well, no one called! So once again I called the Compensation department, they told me William wasn't available and they gave me "Jeff". By the way the attitude and tone of compensation dept was drastically different than everyone we talked with. After I explained our ordeal, he offered us $50 shipboard credit!! What!! I said is that the most you can offer? He said yes. I then informed him why don't you give us a full refund and we won't be sailing with you. He replied that because of the late date there would be a $500 penalty for cancelling. Are you kidding me? You cancelled us, and you want us to pay you for your terrible treatment? He then replied, how about $100 ship credit? I replied, so you doubled your first offer, can you double it again. He said no that's the most we can offer. I said can I talk to your supervisor? His reply was, "He won't offer you any more. I said have him call me. I then asked what is his name? He wouldn't give it to me but he'll call you in 72 hours. Six days went by and no CALL! What is it you call someone who says they're going to do something and then doesn't .....oh a LIAR! I guess its the Royal Liars of the Caribbean!!. So once again I had to call them up and explain everything. When I asked her about perhaps a room upgrade. I checked to see if the cruise was fully booked, it was not. She replied that the room upgrade was not available. I replied that the cruise was not completely booked. She said, I know but the room upgrade was not available for you. She then offered us $50 for all they put us through. I replied, wait, Jeff offered us $100 and your going to go down? She said, Well you refused the $100! I said we didn't refuse we were insulted. She then said, Okay $100. I said is that the most you can offer, she said yes AND THEN, with a large amount of attitude asked, Are you going to take this or not? I said yes and hung up. I mean they screw up and cancel our reservations and give us a bunch of stress and then give us attitude as if we are the bad guys. Well were going on the cruise in October because I can't spend $500 for nothing! It's been said, "You never get a second chance for a good first impression". We have never been treated so badly by any cruise line. Good luck and be careful!
