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Reviewed Aug. 9, 2023
When trying to book a 5 night cruise to Bermuda. The book now pay later stated: book this cruise with only 24.99 down. When I went to check out they wanted to charge 524.99. when I question this in a live chat I was told. I owed the 500.00 deposit, when it clearly states book this cruise with 24.99 down. Beware if booking a cruise. I did not book with this company.
Reviewed March 9, 2023
Beware....Beware....Beware! I had a horrible experience in booking a cruise with Cruises.com on a Holland America cruise. Great advice for you..."before you give them your credit card number for the deposit, have them email you the booking showing your cabin number, total charges, promotions and onboard credits". I verified everything verbally before giving them my credit card number, especially the total cost, but when I received my confirmation email, they charged me $550 more than the agreed price and eliminated my $300 onboard credit. I called them back immediately and got their answering service and expected to get a return call. No call back.
After calling again and again, I finally got a live voice, I was told my reservation could not be changed without incurring a cancellation charge and a new booking fee. Nothing was resolved and from that point I spent another 6 hours and 27 minutes calling and being placed on hold. I finally realized I was not going to get back to the agreed cost and accepted their offer to resolve the issue, but in the meantime, they had changed my cabin to a lower cost cabin on deck one at the back of the ship. Exactly what I did not want. The saga is not over yet. Once they have your deposit, customer service ends. I fail to understand how Holland America can allow them to tarnish their reputation.
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Reviewed Feb. 9, 2023
I booked a 13 day Indonesia cruise at the end of September 2022. Cruises.com failed to inform me, either verbally or via its webpages, that in order to enter Indonesia you had to be vaccinated. I explicitly explained to Susan ** of Cruises.com, at the time of booking, that my husband was not vaccinated and nor would he consider to be vaccinated. The only Covid restrictions that were mentioned at the time of booking and through-out many conversations with many employees of Cruises.com, from the end of September 2022 until the beginning of February 2023, were restrictions around entering Singapore, which was the port we would be disembarking. Singapore's restrictions were, 1. either provide a pcr negative test within a few days prior to entering Singapore and the joining the Ship, or 2. proof of vaccination. We were okay with complying with option number 1.
We were scheduled to leave JFK on February 11, 2023 on a Singapore Airlines flight to Singapore. On February 2, I received a voicemail from Holland America advising me that Indonesia had changed its entry policies regarding Covid 19. Cruises.com never informed me of any change of policy. In addition, after doing some basic research, I learned that Indonesia's policies had not changed. In fact, those entrance restrictions were in place prior to booking the trip in September.
Holland America is just as culpable as Cruises.com as their web pages only mentioned Singapore's restrictions when inquiring as to this 13 day Indonesia cruise. Obviously, had we known the restrictions, we would not have booked this cruise at all. Further, had we known these restrictions prior to 9 days of catching a flight for this cruise, we may have been able to arrange another cruise.
Further, I purchased the premium insurance from Holland America because of health issues. The insurance cost over $500 and provided that 10% would be the penalty in case of cancellation. Well, I did not cancel this trip, this trip was cancelled because of incompetence and negligence by Cruises.com, a World Travel Holdings company, and Holland America. I have requested the over $1,000 penalty be refunded to me as both Cruises.com and Holland America should be held accountable. I am waiting for a response. In the meantime, given my experience with these 2 companies, I implore whomever is reading this review, not to use these companies. Words cannot express the disappointment these companies have caused me and husband because of their incompetence and negligence.
Reviewed Dec. 1, 2022
I’ve just had a very good cruise with Carnival and a shameful customer experience with Cruises.com. It was so negative that I’m willing to spend my morning reviewing them on every corner of the internet. We chose a cruise after a long exploration with a customer service agent. He was very nice and we reviewed many options, picked one that gave a $200 on board credit for both cabins we booked. Later only one showed up. When I called to address it they said they would look into it. I never heard back and called again, this time they told me they would review the call and get back to me by Tuesday and if the call did indeed prove that they told me we would be issued this credit, then they would make good on it. I was enthusiastic and very confident that the call review would be.
Reviewed Nov. 29, 2022
I booked a cruise with Cruises.com and it turned out to be a nightmare. It started out well but as soon as I paid for the trip they stopped retuning calls to get information on a suite upgrade. I called customer service and got nothing but a run around. I asked to speak to a supervisor and was put on hold and after a full hour of waiting, I gave up. DON'T USE CRUISES.COM.
Reviewed Oct. 29, 2022
I decided to get some assistance booking a cruise for the first time and didn't know what to expect. What I learned is to ALWAYS book with the cruise line directly. I refuse to pay $100 to cancel a cruise that I booked a week ago. These people are supposed to help you not take advantage and that's exactly what they tried to do. Supervisor Tammy was unprofessional although the agent Star was much more pleasant. Their practices are unethical and I would never recommend them to anyone. Their prices are more than the actual cruise line. Lesson learned for not knowing what I was getting myself into.
Reviewed July 23, 2022
Cruises.com’s website and booking agent said that cruises.com was covering the cost of the deposit to book a cruise. I booked and when I received my confirmation, it showed that in 3 months I would be billed for the deposit. I called and cancelled since their advertising was inaccurate and misleading. They are just deferring the deposit. They are not paying it. It then cost me $100 to cancel my booking 2 days after I booked the trip. Book directly with the cruise line is my advice.
Reviewed June 29, 2022
On November 2, 2021 we booked a cruise on NCL from Barcelona to Venice. We spot 2 hours on the phone confirming details, paid deposit and reserved Travel Insurance. Two days later I reviewed my booking info and total price was about 700.00 more than quoted per my detailed notes. We called back to question and after explaining our concerns we were told rudely that they would have to review the telephone conversation from our original booking call. They were to get back to us. We waited and waited. We did not make any further payments, thinking our reservation was still “under review”. We left a couple more messages.
Finally several weeks later we called back again and were told that they had reviewed the conversation and we were wrong so owed the higher amount. We were still within our dates to cancel for full refund. Therefore, we told them to cancel the reservation. We were asked “Are you sure?” As soon as we replied yes, they cancelled the reservation and THEN told us about the 100.00 cancellation fee AND that our travel insurance (858.00) would also be non-refundable.
We told them that we had been waiting to confirm details of our reservation and that we never committed to the quoted booking price so should not be accountable for those charges. We never received ANY insurance info from them at all after our first conversation so again had no details about an active policy (which they told us had to be cancelled within 10 days of booking). Our booking was never confirmed in our minds since we had been waiting for them to get back to us for so long. So after all was done…. We were out $1000.00. And the icing on the cake: the cruise was actually CANCELLED shortly after due to Covid.
We contacted the California Insurance Commission and were told the cruise insurance policies are regulated under Maritime guidelines so were unable to file a claim against them for us. And of course once they cancelled our reservation, they deleted all booking info so never ever had access to the travel insurance plan. Thinking they pocketed that money. Will never go through them again. Re-booked a trip through NCL directly.
Reviewed June 24, 2022
I called to book a cruise for my family of four. I got Ms. Brenda ** on the line I told her I found cruise on Celebrity cruise. I requested that Ms. ** purchase tickets for my husband, two teenage sons, and myself on the Celebrity Equinox. I told her this was our first cruise. My requirement was to have an adjoining cabin preferable with one veranda. One of my sons might suffer from motion-sickness. We need a quiet location, mid-ship. I explained to Ms. Robinson we didn't drink hard alcohol but needed a non-alcohol beverage package and internet service.
Ms. ** totally deceived and misleading me. She books the cabins directly below a casino, one cabin down from plaza, across from galleries, and a restaurant. Beside my cabin is a public restroom, staircase, walkway and elevator. While across from our room is distance is the theater. She didn't explain to me beside our cabin is a bar, shore excursions and the ship administrative services. She then sells me a full alcoholic beverage and basic Wi-Fi.
I spoke to another customer service Ms. ** who guide me to a deck-plan. Ms. ** did not tell me a ship deck plan exist. When I call and spoke to her supervisor Ms. **, she was very disrespectful, pushy, and eventually hung up the phone in my face while I am still speaking. She tries to up-sell comparable cabin in a new location using pressure tactics. Ms. ** adapted a nastiness tone to her voice when addressing me, she practically screams at me because I said No, I was not going to give her access to my credit card. I asked her why she was so angry. She told me she spends a lot of time calling Celerity Cruise line for me, as to say she was doing me a favor and I am a problem. The Impression I get from Ms. ** conversation and communication is I should take the cabin shut up and go away.
This is an all-around horrible experience for me and my family. I have request that the be cruise cancel several time and Ms. ** refused. Please do not used this company. They are fraudulent and take no responsibility, worst they are dishonest, and used predatory sales practices. I will never use Cruises.com.
Reviewed Feb. 11, 2022
I booked a cruise to Mexico for my wife and myself to Mexico on a Feb 20th, 2022 sailing from LA to Mexico. The trip actually starts next week. I booked and paid for my cruise in full on the day it was due. I also included the $399 airfare deal NCL was offering. When I finally got my flight info they had booked me to arrive in LA on Feb 20th at 11am and leave LA to come home on the same day at 3. According to their booking we would arrive at LAX and immediately go to another gate and get back on the plane to come home..the same day. When I told them of the mistake I was literally told the NCL makes the reservations and after booked there can be no changes.
After a couple of weeks it was determined that Cruises.com had omitted a code that caused the problem. I was then called by a cruises.com rep who told me they were getting it straightened out but I would now have to pay an additional $194 to get it corrected. Now I find out that we are not booked for transfers from LAX to the pier to get on the ship and we have to book and pay for that ourselves, too! This company is a joke!! In any other company if this happened and it was their fault they would take care of it...not these people. After the total was paid the service stopped and basically I was told TOO BAD in regard to all the screw ups. I wish I had read their reviews before I booked as I found my experience is in no way unusual...they do this to their customers regularly. If you are lucky enough to see this before you book...don't walk...run from this company! I will never use them again and will actively try to tell anyone I can the same.
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