very Disappointing Handling of Delay – No Compensation at All
Our cruise with Royal Caribbean International aboard the Odyssey of the Seas started with a significant delay due to extreme snowfall. While the weather is, of course, beyond their control, the way this situation was handled was downright disappointing.
Due to the delay, our entire day in Nassau was canceled. This was one of the main destinations for us on this trip. Yet, no form of compensation was offered — no credit, no partial refund, not even a goodwill gesture.
What made it even more frustrating was being sent back and forth. Guest Services onboard referred us to the headquarters in Miami, and the headquarters then sent us back to Guest Services. No one took responsibility, and no one offered a concrete solution. As a paying guest, you expect at least clear communication and serious attention to your complaint.
We fully understand that weather conditions can affect a cruise. But customer focus, taking responsibility, and providing appropriate service are well within the cruise line’s control. In our view, Royal Caribbean fell seriously short here.
For a company of this size and reputation, this level of customer service is simply unacceptable.
Claim your business profile now and gain access to all features and respond to customer reviews.
Royal Caribbean