Carnival Cruise LineReviews of carnival.com

Extremely disappointed with our experience on Carnival Sunrise. What was supposed to be a wonderful family vacation turned into a stressful and upsetting experience. I was denied boarding, but my luggage and personal belongings had already been loaded onto the ship, and Carnival refused to retrieve them. I was left without my belongings while my family continued on the cruise. I even asked whether I could fly to the next port and reunite with my family, but that request was denied as well. There was no flexibility, empathy, or meaningful effort to help resolve the situation. The customer service has been disappointing from the time we booked last December through the entire sailing. My family also found the ship’s condition and entertainment underwhelming compared to our previous cruise experiences. We’ve enjoyed wonderful cruises on other ships, which makes this experience even more disappointing. I understand that policies exist, but customer service should also involve compassion, communication, and a genuine willingness to help. No compensation, no meaningful assistance, and no sense of customer care. Unfortunately, this experience has completely changed my opinion of Carnival. Sometimes the saying “you get what you pay for” really does ring true.

Carnival Mardi Gras at a Port Canaveral seven day cruise October 3 the biggest mistake we made the food was terrible. We have a handicap room on one of the top floors we get in our room. There’s extension cords laying there that you have to run around a room to get an outlet so there’s no way you could plug anything in without falling over an extension cord. The odors on and off were terrible. The water pipes knocked in the walls. My wife is handicap she couldn’t get on the bed she got half on and half off fell on the floor during the night so that was the last night she could try to get into bed because it was too high ridiculous for a handicap room. She had to end up sleeping on a chair for the rest of the week we both had handicap carts. Mine wouldn’t run. The battery would go dead. By the time you got to the top of the boat to the bottom there’s no way you could get two handicap cart on an elevator without people running over you so I left mine in the room waste of money very surprised about the food. We went on a royal Caribbean before and the only ship I’d ever go on again is the royal Caribbean we could never go onto the shore we had to stay in Boat the whole time because of those handicap carts

Our experience aboard the Carnival Sunrise in September 2026 was incredibly disappointing, and Carnival’s response afterward only made it worse. Upon boarding, our luggage was delivered to the wrong stateroom and then went missing for hours. We spent our first evening trying to resolve the issue, waiting in the Guest Services line, and ultimately had to locate our own luggage around 1:00 a.m. Because of this, we missed valuable vacation time that we had planned to spend enjoying the pool, getting showered and dressed for the evening, and attending a dinner reservation with friends we were traveling with. Instead of starting our vacation relaxing and enjoying ourselves, we spent hours dealing with a problem that should never have happened in the first place. What made the situation even more frustrating was Carnival’s handling of our complaint after the cruise. We reached out expecting our concerns to be taken seriously and some effort to be made to address the experience. After a follow-up call, all we received was an apology. No compensation, no goodwill gesture, and no meaningful resolution. We understand that things can go wrong, but customer service is about more than simply saying “sorry.” It is about taking accountability, recognizing the impact a situation has on your customers, and making a genuine effort to make things right. Unfortunately, that was not our experience with Carnival. We took the time to submit a complaint and explain how the situation affected our vacation, only to feel as though our concerns were brushed aside with an apology and nothing more. The lack of follow-through was almost as disappointing as the original experience. We paid for a vacation to relax and make memories, not spend the first night chasing down our belongings and then have our concerns dismissed afterward. Based on our experience, Carnival fell short both in its onboard service and in how it handled customer feedback. An apology is not the same as a resolution. We expected better and are extremely disappointed with how this entire situation was handled. Carnival has left us questioning whether customer satisfaction truly matters when something goes wrong.

Terrible Customer Service. They cancelled my entire booking within 3 weeks of sailing over a $150 balance without a courtesy call, email, or text. Then made me choose between losing $700 on the deposit or forced to upgrade to another stateroom for an extra $500. Customer service is all monotone and overseas and do not care whatsover.

Terrible Check In Process. Your website has the worst user experience i have seen. The check in process is confusing, the customer journey is not clear. Took several phone calls to figure out how to check in. First you need to create and account, then log in, then add a booking then enter check in details (with the names of all parties). Its not designed in a way to feel intuitive or easy, creates a ton of friction. Contact centres in the Philippines, these agents ask you to confirm details like other companies, but its like they don't have that same information in front of them. They asked me for email several times on the same phone call (are they using pen and paper)? Carnival also have character limits on passenger names, which then appear as incomplete on the online checking. Carnival- please fire your marketing manager and hire someone who can build a website which is focused on clear customer journeys. While your at it, up skill your customer service staff to be actually supportive than read off a script. Will not be booking again with Carnival.

I am going on a carnival cruise in March. I wanted to get a suite however since I am going solo out of three suites that are available, they will not let me purchase them. It has to be more than one guest How discriminating is this? I sent an email the question the practice. I got a generic response saying they will get back to me. It could take up to 30 workdays.

My family booked a cruise. They had the option to split the payment over two months which I opted for. I received the initial confirmation email for my first payment. However, that was the last communication I received from them, and, as a result, I missed my second payment. They never e-mailed or texted or anything (unless their e-mail went to my junk folder, which is possible, however, the initial confirmation e-mail did not). They just cancelled my reservation and I didn't find out until I went to look up my reservation on their website the week before the cruise. Because the cruise was full, they could not put me back on the cruise and kept my initial deposit. Person I spoke with was not helpful in the slightest. Fortunately, I had the traveler's insurance, which allows me to recoup 75% (not the whole amount) of the deposit but only to apply to another cruise within 4 weeks. Not impressed at all with the service.

I am extremely disappointed with Carnival’s handling of my refund. I was supposed to receive a refund, but it has now been over a month, and my funds still have not been returned. This delay is unacceptable. Customers should be able to trust that a company will honor its refund commitments and return their money within a reasonable timeframe. Having to pursue a refund that should already have been processed has been frustrating and has damaged my confidence in Carnival. I am requesting that Carnival promptly issue my refund and provide written confirmation of when I can expect to receive my money. Until this is resolved, I cannot recommend Carnival based on my experience.