cruises.comReviews of cruises.com

We booked our October 18-25, 2026 cruise on Royal Caribbean's ship, Oasis of the Seas. RC emailed us at 9:30 pm the evening before the cruise left port of an iternary change from a beach vacation to a one stop 7 day cruise to Nova Scotia. The email did not clearly address the cancellation policy or reimbursement of on board packages. I called Cruises.com early the next morning for clarification. Firstly, the representative said she had no knowledge of a change by RC. Subsequent questions were all answered with the following response and rudely, 'I will remind you that the contract you signed with RC gives them the right to change the iternary '. After being told that multiple times after differing questions, I hung up. I was provided no information to make any decisions regarding if we could cancel with a full refund or FCC . We will not be using Cruises.com in the future as a travel partner, they were of no assistance.

This company has kept over $400 of my money despite canceling my cruise 5 months in advance, including health insurance money. I do NOT advise using this company-it's a rip-off.

I had made a reservation for a cruise 11 months out. A payment was not due for 9 months. I needed to cancel and was charged a $100 cancellation fee despite the term of the contract not being listed under "terms and conditions" in the reservation. We have cruised a lot and have never had to pay a cancellation fee when canceling so far out.

Horrible booking experience! Agent didn’t put our correct information in, resulting in 6 hours of being bounced back and forth just so I could register and board the ship. I wanted an upgrade, after speaking with ncl they stated they would be happy to upgrade, I just had to contact the third party agent I booked through to do it. When I contacted cruises.com I got Hayley who was very rude telling me she would not contact the cruise line and I’m just too late, despite the instructions I received from ncl to upgrade. She was not helpful at all. You should avoid cruises.com at all cost, they make it much harder and def a lot more strsssful.

Be sure you understand the difference between CRUISE.COM and CRUISES.COM. Two different companies. This review is for CRUISES.COM I booked a trip with Cruises.com in Jan 2026. I also purchased trip protection. We were so excited getting ready for a cruise to Alaska. Then 1st week in June our lives changed. My husband's ENT found a large mass on his tongue. We alerted CRUISES.COM that we may have a travel issue. After seeing a specialist on 6/19/26 we were told we could not travel, it was too dangerous. The doctor said the tumor is blocking my husband's airway and at any time he could stop breathing. We alerted CRUISES.COM immediately plus the insurance carrier, AON. Fast forward to July 1st, my husband had surgery and the mass was confirmed it is cancer. WE are devasted. The day after the surgery I got on the phone with AON and asked them, you received all documentation from our doctor what else do you need to process my refund. No answer. I called CRUISES.COM and spoke with one of their rep's. Here is what she said: You are not getting your money back. You are at a 100% penalty stage. I said, wait, I have something in writing from CRUISES.COM that I can cancel for any reason anytime bc of my insurance protection plan. She said NO. I said, ok (not calmly) then I'll send two friends on that cruise in my place if I can't get a refund. Then she said, "YOUR CABIN HAS BEEN REBOOKED" What???? I asked, "So, the cruise line, HOLLAND OF AMERICA, rebooked my cruise (so they lost no money) and you all are keeping my $5,5550.00 and making money off someone that was just diagnosed with cancer"? Am I understanding this right? The doctor signed every document needed for a refund. This is where we stand today. It is UNHUMAN!! PLEASE PUSH THIS REVIEW EVERYWHERE SO no one has to go through this additional fight of a refund in addition to our family fight! CRUISES.COM and HOLLAND OF AMERICA - BAD COMPANIES! I'm going to keep up my fight with them!!! BEWARE!!!

We have used Cruises.com for our last three cruises. They have a rewards program that gives you points that can be used for onboard spending. On their website it states that you get free points for completing surveys. I completed two and never got the points. I contacted their customer service, asked for a manager, emailed, and they won’t add the points to my account. I could have booked the recent cruise on NCL directly, but did it on Cruises.com to get onboard spending. I won’t be using them anymore.

I am extremely disappointed with my first experience booking through Cruises.com. I booked a guaranteed Oceanview room over the phone, trusting that I was being taken care of, but the experience afterward was frustrating and upsetting. When I reached out for help, I spoke with customer service and was eventually transferred to a supervisor, Waykelya. Unfortunately, the conversation was extremely disappointing. I felt like I was not being listened to, was repeatedly spoken over, and was treated as if my concerns did not matter. Instead of taking the time to understand my situation and work toward a solution, I was repeatedly given the same response and left feeling dismissed. I have been a loyal Royal Caribbean cruiser for years, cruising annually and spending thousands of dollars onboard, so this experience was especially disappointing. I expected better communication, customer service, and support from a company handling such an important vacation. I hope Cruises.com takes this feedback seriously and focuses on improving how customers are treated when they have legitimate concerns. A customer should feel heard and valued, not talked over and dismissed.

I wanted to book a good cruise for me. Customer Service Rep Offered me no advice. she just wanted to sell me most expensive cruise & extra's.