cruises.comReviews of cruises.com

Cruises.com was happy to take the booking but completely unwilling to help with a simple customer service issue afterward. My father accidentally selected excursion credit instead of onboard spending credit, and we contacted them right away asking for a simple transfer of the SAME promotional value. My parents are elderly and will not even be using excursions, meaning the credit will likely go to waste entirely. Despite explaining this multiple times, customer service kept repeating “nothing can be done” with zero effort to help or escalate the issue. Policies are one thing, but good companies also use common sense and basic customer care. This experience left a very negative impression.

REGARDING AN 8-DAY SHIP CRUISE: CRUISES.COM never informed me that I was automatically "opted in" to a gratuity pool which requires I pay a gratuity fee of $20 per day/per person that I'm on ship as an overall onboard tip that is MYSTERIOUSLY referred to as a "SERVICE CHARGE." The only extra I was informed about was dining gratuity which is an automatic 20% tip for meals and drink purchases. I haven't cruised in 17 years, things have changed, I needed help planning. I was on the phone with reps at Cruises.com 6 times over the course of 6 months to get clarifying information from them so I could get organized and properly plan my trip. Each and every time I was on the phone, I asked what I'll be charged or what I can expect to pay, and the only thing they ever mentioned to me was the 20% gratuity for dinners and drinks. Now, as my cruise embarkation day approaches, the cruise line sent me information in a packet that caused me pause, something about a "service charge." Therefore, I called Cruises.com and asked them what that was and NO ONE COULD EXPLAIN IT. I called the cruise line and IT TOOK GOING THROUGH THREE DIFFERENT REPS to get the answer! I asked for a supervisor at the cruise line itself and that person was EXTREMELY resistant to help, blamed Cruises.com, and told me to call Cruises.com. I called Cruises.com and got a rep who first blamed the cruise line and when that didn't work, TRIED TO FIND WAYS TO WRONG ME AS OPPOSED TO ACTUALLY HELP ME. I asked for a supervisor and I got Kimberly. When Kimbery got on the phone, she immediately spoke to me with an attitude and was defensive and condescending. Kimberly never helped me. I asked her to show me where it says I will be charged a gratuity fee of $20 per day/per person, and she could not show me where it says that, told me this is my fault because I should've magically known, and then she said things like "I'm sorry YOU FEEL THAT WAY" as opposed to "I'm sorry. We screwed up and you should've been told about this." CRUISES.COM PLAYS HIDE THE BALL. Had I known about the HIDDEN FEES at the beginning, I would have been fine with it. IT'S THE GAME-PLAYING OF HIDE THE BALL TO DUPE PEOPLE THAT REALLY ANGERS ME TO NO END and to add insult to injury, CRUISES.COM reps dig their heels in and defends the BS. I DO NOT RECOMMENED CRUISES.COM.

I was handed off numerous times as they changed agents regularly.....3 agents over a 2 week period. Eventually I purchased a cruise. Part of the package I purchased included a $250 visa, to be issued after my cruise. There was no verbal reference to expiry dates. When the visa arrived with a letter, there was NO WRITTEN REFERENCE to an expiry date. Shortly thereafter, I became ill and had 8 months to eventually recover. Upon recovery, I had many normal living items to address. When I eventually tried to access the credit card, I was advised that the card had then expired. I went back to Cruises.com to have the card re-issued...and was flatly denied....4 times as I appealed further up the line. This borders on outright theft....but at a minimum, speaks volumes about how this sad excuse for a company views its customers. STEER CLEAR OF THESE CROOKS!!!

Once you paid money, no matter how many times you called and leave messages they just appeared

Make sure you check your cost carefully before you book with this company. I was charged the wrong amount for the taxes, fees and port charges. The fees should have been $225.72 but I was charged $495.72. A difference of $270. I called and was told this was for their commission. I have booked with many cruise companies and have never had a commission put in with the taxes, fees and port charges. I even sent a letter to their corporate office to help with this overcharge but never hear back from them. Just BEWARE of this company!!! I will never book with them again!!!!!

We just returned from a Norwegian cruise which was fine. It was a Cruises.com: 180-46163202. During the initial discussions with the sales agent I was given a 10% discount to close the deal. And told that once I filed for a veteran discount, which I did, a $250 refund would be made...that NEVER happened. During numerous discussions the agent said he would get the discount approved and get his back office involved if needed to get the discount approved, however it may be less than the original quote of $250. It NEVER happened. I asked about parking at the cruise terminal and the agent was vague but thought it was around $115. It was $171.

My experience with Cruises.com has been extremely frustrating. After multiple repricings and booking changes, my account clearly shows an overpayment balance of $684.62, yet I have been given different refund amounts depending on who I speak with. The lack of consistency and basic understanding of my account has caused unnecessary stress. Customers should not have to repeatedly explain their own billing details or correct representatives about refund amounts. I requested escalation and spoke with a supervisor, but the supervisory support was very unprofessional. I had difficulty getting anyone to assist me properly, follow through, or provide clear answers. Even at the supervisor level, there was no ownership or resolution. When it comes to customer money, accuracy, accountability, and professionalism matter. This experience has shown serious gaps in training, communication, and management oversight. Because of these issues, I will not be booking with this agency again.

I would like to go on Royal Caribbean cruise and my friend circle going on that cruise and when I tried to book the room while I was talking with agent phone call voice not coming clearly and she hold for me and she try to reboot the system but it was not work so she said tomorrow morning you can call me to finish the process and when I did call them they said no room available and when I did talk with supervisor he also very rude and not help me out and end of the day I cannot go with my friends so for my personal suggestion that don’t book from this website just book direct from the cruise website it is easy and you can get help and cheaper too. This are the commissions agent they don’t care about us that we are getting the room or not they are working only for money. Thanks.