Patricia N.
Poor Customer Service, Deceptive Marketing Practices
Update 8/19/22: No return calls, emails, or messages from Cruises.com in response to any of my contacts. Issue remains unresolved five weeks after my initial complaint. Recently (6 days ago) booked two cabins (same ship, same category, same sailing) on RCCL via Cruises.com website at approx 11:30pm. The first reservation went through without any issues (other than not every offer listed was actually applied). The second one triggered an error message, stating I needed to call due to payment issue, which I did. Turns out there was no payment issue and the credit card company immediately showed the charge for both cabins pending/processing. The agent on the phone stated the glitch was in communication between their system and Royal's, but it would be cleared up the next day. I specifically asked about the incentives offered, to make sure they would be properly applied, and was assured there was no problem due to some 24 hr rule. She promised to call the next day to follow-up...no call received. Instead, I spoke with someone via chat, who stated she couldn't help because there was a fraud hold on the booking. Fortunately, both reservations were already in RCCL's system. Strange, but whatever. Called again and spoke to another agent, Karen, who was seemingly very helpful but clueless. There was, in fact, no fraud hold to be found. She spoke to a supervisor, who insisted that the second reservation had been made after midnight; therefore, the incentives didn't apply. Funny how their records showed I was speaking to an agent at 11:50pm about the error message, and my credit card statement shows the payment date that same day. When Karen finally realized I was correct, she promised to email the main office and follow up in a few days with her contact info. I received an updated invoice today, with one minor incentive added, but not the most important ones. All they had to do was literally duplicate the codes/offers from the first reservation, which was made at basically the same time on the same date, but I'm assuming that won't happen. Of course, no contact info other than the main phone# was attached. I'll have a great cruise regardless (we are frequent cruisers), but I will never use this company again. Buyer Beware!
Response from cruises.comJul 28, 2022
Thank you for leaving us a review. We’re sorry to hear that we delivered less than a remarkable experience. Please give us a call at or chat with us on our website 24/7 so that a member of our Customer Experience Team can check into this for you.