Posts Tagged with #Royal Caribbean International - Monarch of the Seas
As stated by multiple supervisors, our experience of having our Spring Break cruise cancelled by Royal Caribbean for a private charter is common. They offered us three sailing dates that are the month before and the month after. In talking to customer service, they know the routine. You take the new dates or you get a refund. There is no attempt to get you on a cruise during your booked travel dates. The deal is the deal. I will NEVER book with Royal or any of their partner companies! Big corporation that values money over families.
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I have cruised on RCI before and had an outstanding experience hence why I booked again. This time was utterly disappointing. We had issue after issue and still to this date have NO resolution. We complained while on the ship and all the staff seemed burned out and frustrated to have to deal with customers at all. For this review I will focus only on the interactions I have had in regards to calling RCI directly.
I was fully charged for ALL of my onboard spending and it cleared the bank the day after we returned home. As of today (5 days later) Royal Caribbean has put another set of holds on my account for the same amount that they have already been paid. I have called 4 times, been hung up on once for use of profanity which I did not do (they can listen to the recording to verify), I was told there is nothing they can do on 2nd phone call, I was refused to speak with a supervisor on all 3 phone calls where I was connected and on the 4th call I was hung up on again with the representative telling me I cannot speak to anyone else other than her and she will email a supervisor but there is no guarantee I can talk to them. We tried a 3 way call with the bank who told RCI that the error was on their end and confirmed I was charged twice. Bank told RCI to reverse the charges and they refused to do so, told me I had to wait for standard procedure to release the funds on the 2nd set of charges and that would be 3-5 business days. They are holding over $800 that they have already been paid and refuse to do anything else to get that money returned. I have never been treated so poorly and if this was the only issue maybe I could be a bit more understanding but the ongoing issues are crazy and the fact that I can't pay my bills now that I'm home because they charged me twice is simply unacceptable.
I would not recommend this cruise line to anyone looking for a great vacation and superb customer service as Royal falls short all the way around.
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Great service, nice chilled out cruise mainly for people who want to relax and get into holiday mode
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I've never been on a cruise before nor have I been out of the country. I went in mid-April and I LOVED it. Everyone on the ship was so nice and it was extremely interesting hearing where everyone was from. The shows were great, especially Ronn Lucas (I went on Allure of the Seas). I, honestly, did not want it to end but sadly, it had to. It was by far, the best vacation I went on. I'm hoping to go on more cruises in the future.
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A lot of the service was great on the boat Granduer of the Seas, but we had an awful sewage smell in the bathroom as soon as we got in our stateroom and couldn't stay in there until it was fixed. The same smell was near the water fountains every night on the top deck. The housekeeper was amazing and called maintenance right away and maintenance took care of it. That part was handled amazingly. But when the smell came back two days later we called guest services to report the same sewage smell coming back and they said they had no record of the first incident and I should have called guest services first. How was I supposed to know their protocol for reporting a maintenance issue. It made me feel like they were not working as a team and instead as contractors. She acted like she didn't believe me and she said it multiple times. I said go ask the maintenance he's probably still on the boat, he will tell you he did a great job fixing it the first time. The picture below is accredited to the amazing work of the house keeper and maintenance guy and everyone else on the cruise who made our 10yr Anniversary special.
Guest services offered us 10% off on our next cruise, and this was on day 4 of the 9 day cruise, I asked if there was anything they could do as far as on board credit and we could use it now on this trip and they said no. I feel like if a customer is having a bad experience with some of the trip then you would do your best to make that current trip better. The 10% off the next cruise means nothing if I don't use Royal Caribbean next time. If you want to create customers for life this is not it. I spent $1700 on the cruise, $1300 on board spending and $1000 in the casino, but I get horrible sewage smell in my room and the only thing offered is 10% off my next cruise.
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A lot of the service was great on the boat Granduer of the Seas, but we had an awful sewage smell in the bathroom as soon as we got in our stateroom and couldn't stay in there unti it was fixed. The housekeeper was amazing and called maintenance right away and maintenance took care of it. That part was handled amazingly. But when the smell came back two days later we called guest services to report the same coming back and they said they had no record of the first incident and I should have called guest services first. How was I supposed to know their protocl for reporting a maintenance issue. She acted like she didn't believe me and she said it multiple times. I said go ask the maintenance he's probably still on the boat, he will tell you he did a great job the first time. The picture below is accredited to the amzing work of the house keeper and maintenance guy and everyone else on the cruise whode our 10yr Anniversary special.
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Loved my cruise, the Royal promenade was a woman with all the shops, the rooms were very nice if a bit small, the former dinning room was gorgeous and the less formal windjammer was still great, I was on Navigator of the Seas and loved it all the shows and pool side movies were amazing, when eating at windjammer if you are on Navigator say hello to Mr. Washy Washy by far the most enthusiastic person I have ever met the same goes for the dining room staff, our waitress and waiter were so good at their job that I genuinely miss them now that cruise is over, the rooms and pool were nice and so were all the shops, bars, and restaurants, café promenade was a routine hangout place for me and it helps that the food is all you can eat! If you want to book another cruise you can do so on the ship at NextCruise, as well as check the ships own news station for updates! Overall I loved it! I met some great people who I will never forget and I am very excited for my next cruise in October with Royal Caribbean!
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Royal Caribbean has great staff, plenty of entertainment, food is excellent. Beautiful ship :)
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Never booking with this cruise line again.
I made a reservation over the phone and the personnel booked the wrong room. After speaking with multiple different people they let me disappointed. I am left to believe that I need to settle for a room I did not initially booked by a cruise representative.
After being excited to this cruise ship, I booked one for my parents for the end of the year. But after this experience I am not booking with royal Caribbean agin.
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I guess this company loss a little money during the hurricanes because now they're ripping people off even the military. They now have a policy that won't allow people that put down money on a nonrefundable to change their cruise date even if you just bought it 4 days ago. It now cost $100 per person just to change the date and that's our entire down payment we just put down 4 days ago. Horrible business.....note that carnival and others aren't doing this to customers.
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