Ilvana Medina

Very sad that a company as big as RCC is unable to get their stuff together. Especially when it comes to loyal RCC cruisers. Regardless if they see it or not, at least I got the word out to be careful on what they promise you. Because as you can see in my instance it’s all lies.

sadly that's also how it feels when talking to them on the phone. I just hope it prevents other cruises who are promised a FCC to booking anything with them without all the information at the time of cancellation. I am beyond frustrated with the company!

THE ABSOLUTE WORST EXPERIENCE in regards to our FCC! At the time of our last cancellation, we were told that we had a $150/person FCC to use within the next 12 months. Here we are 6 months later trying to apply it to our NEW CRUISE that was booked and we are giving the run around for the past 2 months! I have never experienced a more unprofessional setting of complete liars from one customer service rep to the next! Our new cruise (sailing in March) was booked on 11/29/19 (5 months after cancelling our old cruise, and only 2 months after the sailing date of the cancelled cruise...all within the time limit restraint). At the time of booking we reached out to Royal Caribbean and the rep told us she doesn't see the FCC available and needs to reach out to post sailing to get it generated but it would be taken care of because she sees all the notes in regards to our cancellation.....On 12/28 (a month later) I called to follow up since our final payment was due on that day or the cruise was going to get cancelled....I talked to Mariz (employee ID 130264) who ensured me she emailed all her supervisors, got it escalated to get taken care of right away, linked the two (old & new) reservations and gave me a reference number. Said it would be taken care of within 5-7 business days.....I followed up AGAIN on 1/8/20 and spoke to Candy (extension 14151) who again, said that it wasn't created yet. The email sent by Mariz was sent to the wrong department and she sent it to the right department, contacted all her supervisors to get it taken care of within 24-48 HOURS! She also promised she would email me and give me a call as soon as it's processed and that I can rest assured that she is going to stay on top of it!! Here we are, Monday 01/13/20, I call back AGAIN and I got to talk to a lovely BRENT (employee ID 131459), who was apparently the ONLY one working today as none of his supervisors nor Candy (who gave me her extension number) were available. Brent apparently thinks our cruise was cancelled due to the "Cuba thing", but wasn't able to explain what the "Cuba thing" was. This of course is completely false as our cruise wasn't going anywhere near CUBA nor was it cancelled to any other reasons but our own at the time. We have been loyal Royal Caribbean cruisers and have never gone on any other cruise line because of the service we receive with Royal Caribbean. After this experience that is still not taken care of 2 months later and being given the run around by basically every single person that has answered the phone, this just makes me believe they have a script to use "that all of the supervisors have been contacted, rest assured, I will take care of it, I will follow up, etc." just to get you off the phone. But in reality NONE OF IT IS TRUE! If we weren't going to lose money on cancelling our current cruise, we would've done so by now because this has been a nightmare! Unfortunately there is nobody else to contact any other way but on the phone, so going public on this blog is the only way to make someone see this issue and hopefully do something about it! I am disappointed in your customer service and the flat out lies being told by every single one of your employees that I have had contact with.