Royal Caribbean Cruise Lines BBB Review April 4, 2018

Royal Caribbean Cruise Lines BBB Review April 4, 2018
Royal Caribbean Cruise Lines BBB Review April 4, 2018

Passenger Complaint: Royal Caribbean Cruise Lines BBB Review April 4, 2018 – “I have a problem with Royal Caribbeans new practices. I know that just because of this review that nothing will change but I feel that people need to be aware of these issues before they go on a cruise or even book one. First off, RC decided to make tipping mandatory. They did this about 3 or 4 years ago. The problem is that all, and I mean ALL, of the services on the ships have deteriorated terribly. Rooms are unclean, crew members do not smile or talk to the passengers like they use to, the food has gotten much worse, cleaning off tables in the dining rooms used to be instantaneous, now on many occassions you have to clean your own table before you can use it, and the overall appearance of the ships has deteriorated. And now, if you want to book a cruise with them but you need some flexibility with your reservation because you work a job that causes you to change dates etc at times you get the honor of paying about $200 more per person for that priveldge. The old way of you can change up to the final payment date has gone away, unless you want to pay up to 50% more for your fare. Unfortunately, after being a Royal Caribbean fan since 2000 I will be searching other cruise lines to continue my vacations on.”

Royal Caribbean Cruise Lines Response: “We see that you sailed with us in December of 2017. Prior to that, there was a three year gap in your sailing history. During that time we did make some changes, one of which being the gratuities being automatically added onboard the ship. This was enacted some time ago in response to guest feedback. Guests are able to visit the Guest Relations Desk to request the amounts be modified, even down to $0 for any of the staff, as they feel appropriate. In your survey from your most recent cruise, it seems that you feel that the staff are not as friendly or hard working because the tips are automatically added. Because guests can modify the amounts, this is simply not so. Our staff across the fleet are held accountable for their individual and group performance for each sailing. We compile overall scores for each cruise and identify areas where the ship was lowest in it’s scores. The staff are then held accountable to improve. In short, our staff are very driven by survey scores, moreso than the automatically added gratuities, because those can be taken away by guests. As a business, to have rooms, especially our suites, held by guests and then released within a few months of the departure date is very damaging to our ability to be profitable. The fact that we offer non-refundable deposits for our guests is not meant to be punitive in nature. We are simply trying to discourage cancellations, as this can necessitate us to have to lower our prices to sell space. In short we are incentivizing those guests who are willing to pay a non-refundable deposit with special promotions. Due to the nature of your work, we would highly recommend that you consider purchasing travel protection, to protect your investment. We are sorry that you feel that your future travels may be with a competitor. We understand that some of our recent changes have caused you to reconsider your future plans. We hope you have a change of heart and sail onboard one of our ships in the future.”