Cruises.com Reviews

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.

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.

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.

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.

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.

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.

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.

If you want to spend your vacation on hold with Cruises.com. If you don't want a company that's keeps their word and calls back this is not the company for you. They shorted us 300. We have the documents for proof. They don't care and they won't call you back

We booked a cruises on Cruises.com and everything seemed good, until we flew from Arizona to New York and tried to call the transport company to make sure they picked us up early because we had a 9am check in. They never answered their phone so we called NCL and were told we have to go through Cruises.com not NCL. Ok started calling when we landed in New York to figure this out, just wanted to know when they were going to pick us up at our hotel to take us to the port to catch our cruise. That’s when we spent 5.5 hours on the phone to find out the vouchers we were given from Cruises.com are fake and they will not do anything about it.

A vacation is supposed to be stress relieving. Everything started great. There was a promotion for a Carnival cruise with on board credit and gratuities paid. Our agent was very friendly, we verbally confirmed everything, and paid it in full. A couple of weeks later, we noticed on our email confirmation that there was nothing about the gratuities. So I called my agent Michael back, left 6+ messages, no response. Finally I call another agent, and somehow got my entire cruise canceled. They "eventually" got it reinstated, but we lost the room we were in, lost my early dining option, and my excursions/drink package/wifi were all canceled too. Also in this process, somehow I ended up owing money on a cruise that I had already paid in full.

They advertise specials that they will not actually give. Virtual gift card will be issued 4-6 weeks after, I guess they hope people will forget in that time, it’s been 8 weeks and nothing. Called and all they say it was sent. No confirmation, no gift card number, no trace... no proof... They just say it was sent. I said just sent me the same email out again and she says she can’t and sent in a form requesting it to be send again and maybe it will. That’s crazy. How is that legal to advertise something and then just say it was sent without any proof whatsoever.

I booked a cruise with Oceania Cruise lines, where I get my deposit back if I notify them by 9/4/2021. Ten days before that, I notified my Cruises.com rep that I will not be going on the cruise. On 9/2/2021, I sent my rep an email to this effect and asked the status of any future cruise credit and/or cash refund. On about 9/9, I get a call from another cruises.com rep, saying that I never notified them that I am not going on the cruise and that I will lose my deposit. I then sent her a copy of my 9/2 email and she did straighten out this mess. She said that my original rep would get back to me with the details of my future cruise credit and cash refund, never heard from her. I sent at least 3 emails to this rep, asking for the same information, never got any clarification to this date.

Updated on 08/03/2021: Update: A supervisor, Tiana from Cruises.com, just called me in response to my previous post. She wanted to tell me, yet again, why they were not going to keep their promises in advertising. She stated that it was "understandably confusing" but they weren't willing to be fair and make it right for the customer in any way. How, as a business, can you admit to being wrong but unwilling to correct your mistake? You won't stay in business very long that way. Again, buyer beware and do not buy from this dishonest company!

I booked a cruise with Cruises.com in 2019 for a 2020 cruise. Covid happened, then CRUISES.COM, said I could rebook but again but now the insurance would cost several hundred dollars more. Since the cruise line had my deposit for four rooms, I regrettably paid the extra hundreds. This year when the final payment of over $15,000.00 was due - in May - CRUISES.COM COULD NOT ASSURE me the cruise line would guarantee a safe sailing for (family of ten- all ages) with Covid practices in place - like all crew and passengers were vaccinated.

In the middle of COVID with a cruise that the cruise line has now canceled, we canceled our cruise and was charged $100 x 8 people for canceling. On top of that I have been requesting my refundable insurance refund for over four months. We have booked several cruises through them but I will never book again.

I booked a cruise through Cruises.com back in April, but due to recent events we decided to cancel. They charge a ONE HUNDRED DOLLAR cancellation fee on top of the initial $25 being non-refundable. This was not clearly stated in the information I was given during the booking process on their website. They are scamming people out of money by charging ridiculous fees that will overwhelm any potential savings you would've gotten through their rates.

Don’t do any business with this shady company. Booked a cruise November 2019 for September 2020. Cruise was naturally cancelled. Neither Princess or Cruises.com will give me back my full credit on my credit card. Looks like I’ll only get future cruise credit on the deposit I made in November 2019. Not a good look for either company at a time when people need their money back and not future cruise credit to be taken within year them canceling.

This is my second cruise I have tried to acquire through Cruises.com. The first cruise was cancelled by the cruise line due to Covid19. Cruises.com TOOK $100.00 from my cc to cancel the cruise, even though the cruise was cancelled by the cruise line. My second cruise I cancelled today before final payment, I cancelled, again due to Covid 19. And being a senior, not in my best interest at this time. Cruises.com told me my deposit was non refundable, ($250) even though the virus is still a major problem for seniors. PLUS THEY WANT ANOTHER $100.00 FOR CANCELLING. This company is a scam. I will never use them again, I'm only happy I did NOT pay final payment. Don't think I would get any satisfaction of getting a refund. All I say is BUYER BEWARE!!

Paid in full cruise tour to Alaska was canceled by Princess due to Covid19. No fault of mine. Cruises.com says they will not refund my paid amt for trip insurance. $358 wasted. Beware. Find another agent.

They charge $100 per reservation for cancellation even though this coronavirus is out here. One lady have the nerve to hang up on me when I ask why. I waited 1 hour and 34 minutes to get assistant. I can't believe this.

REALLY BAD customer service. They are still willing to charge $100 cancellation fee for people the need to cancel their trips due to the coved-19. Sound like they are trying to steal people’s money. Word to the wise book your cruise through the cruise line you want to sail on. A lot easier to get your money back if you need to cancel

This company charges unnecessary fees for doing nothing. A $24.99 fee to book. A $100 fee to cancel even when COVID-19 is causing the cancellation. Thankfully I got trip insurance from a 3rd party so I'll get the money back, but it's principal. They literally did nothing for me to justify the fees. Did I mention the long waits to get service? You are better off booking yourself than throwing money at a do nothing company.

Before booking the trip, we asked several times what was the cancellation procedure. We were told specifically if we cancel before 121 days from day of embarkation, we would get 100% and would decrease as it gets closer to the date of travel. At the time of booking we paid a processing fee of $24.99. We were told that we would have to pay a $50 deposit by Feb 14 for each travel person (total of $150). Balance due was originally mid March but for some reason was changed to Feb 28th. Because we were traveling with 5 yr old child and with the Coronavirus scare/concern, we decided we should just cancel.

Easy booking process. Good pricing. Horrible customer support. Fraudulent practices. The credit card was charged a completely different amount from the original invoice. All promises from booking agent to “fix” the mistake came to nothing. 30 days since the booking and a "mistaken" charge, still no refund. These people are frauds. Do business with them at your own risk.

I was booking a cruise and their website offered all types of offers including free gratuities but you had to call to book, did that and the price when I called was more than on website by the amount of the gratuities, wasted an entire evening on the phone for nothing. Sticking with booking through AAA.

I booked a cruise for my family on Holland America. I purchased the cruise insurance only to be informed from Holland America that the cruise was canceled due to mechanical failure. I was refunded the money from Holland America and was informed from cruises.com I would not receive a refund for the cruise insurance. I asked to speak to a manager and was informed that the accounting department decided no refund and there was nothing they could do. They have taken money for a service not provided. I would think that would be considered stealing! Stay far away...

When initially speaking to the agent and being unsure if the girl I was rooming with was definitely coming. The agent told me if she decides not to come there would be no issue moving me into a 3 person room. Never said anything about a cancellation fee, if I was told there would be one I would have never agreed to go forward since the other girl is not reliable. When going to change rooms, I was told I would have to pay a cancellation fee and it would not be waived.

Hard to get accurate information. Agents don't seem to know their stuff very well and it feels like a trap once you've signed up. We noticed a promotion we missed a minute or so after we booked and they said they'd fix it but there were so many half-truths being told and so much we couldn't trust that we wanted to get away as soon as we booked.

I booked my cruise in June, set up automatic payments, they took 450 off my card then cancelled my trip days later with no explanation in the email. When I called in they said I failed to make the final payment. How can that be when I set up automatic payments. Long story short they did the research and found the rep dropped the ball and set my final payment up to be paid online. Keep in mind they charged me 100 for cancellation fee. Do you know I had to argue with these people to get my money back, even after they admitted fault. I WILL NEVER IN MY LIFE BOOK WITH THEM AGAIN.

Cruises.com and Royal Caribbean. How shower door made out of glass slamming back and fourth. Told them Royal Caribbean about it. They use luggage tags to hold shower door together. Told agent. No refund from both. Liars. Buyer beware from both.

I booked a cruise but had to cancel two months later. I booked through Cunard. Cunard refunded me my $700. Cruises.com kept my 342$ and charged me an additional 100$. I was given a cancer diagnosis and faced with a long road ahead and unable to travel. I am also faced with all kinds of bills. They stole this money. I tried disputing it with the bank but they fought it, saying it’s in fine print. I have no way to know because they deleted reservation before I could print out documents.

This company is very deceptive. Promise many things but do not follow thru. Tell you free airfare, tips, etc but then AFTER booking that the info they gave was incorrect and you don't qualify for these things. Terrible customer service. Rude, incompetent people. Would never use this company again. Good news is we had a great cruise on Norwegian Joy. Great ship, beautiful cabin, wonderful service, delicious food. Highly recommend. Will book directly thru cruise line in the future.

I will never book with them again. Service sucks, for the most part they are very deceptive about the bookings and prices. They overcharged my group. I should I have known better to deal with them because it’s not my 1st time traveling or cruising. They don’t return calls or go out the way for you.

Very deceptive advertising. Too many good options out there to take a chance with this outfit. I booked after seeing their extremely misleading ad on Facebook. I wish I’d looked up reviews first. My bad.

Run away from these people! Run away from Edison! My person says he is a veteran ….I don’t want a veteran (that just means he is an old fool) without any professional training in my opinion. (1) A pro doesn’t lie to the customer and cost him $185.00. (2) A pro makes good on his promise. (3) A pro returns his phone calls….especially when called 3 times that day! (4) And a pro doesn’t LIE but I think that whole place is a boiler room for cruises. STAY AWAY!!!!

Most unprofessional representative I have ever had to deal with!!! He talks in circles. Says one thing and a moment later is contradicting himself. Obviously did not have a clue about what he was talking about. Overall DO NOT USE this company and especially DO NOT USE RON!!!

We booked a cruise on the Norwegian Dawn in April of 2019. My mom passed away in February and we just wanted to get away for a few days. The entire experience was horrific. We were told by the Norwegian agent that if NCL books the flights for you, they are responsible for getting you on the ship. Well that changed quickly. I expressed to the agent how anxious I was about flying out on the same day as the cruise but he dismissed that. So our flight got delayed and we missed the ship.

My spouse and I have sailed many times and usually book directly with the cruise line or with Costco.com, this time we decided to book on the spur of the moment with Cruises.com due to a promotion we saw online. BIG MISTAKE!! We booked a 5 night out of Galveston, a week after we booked we had a conflict arise and canceled which was in the full refund period according to Cruises.com. I have called 6 times since and still have not received all our money refunded to us. I've been told the same story all 6 times including again today. We are still short $200 in a refund from Cruises.com.... Royal Caribbean had everthing refunded in less than 1 week. Seems to be a type of scam to me. My advice, book through someone you do business with on a regular basis or direct with the cruise lines. Don't trust this all cruise websites.... We will never do this again. Cruises.com is the Titanic of travel agents in my book.

I booked an Alaskan cruise for 3. One person could not go, which I informed the cruises.com agent, Lachetta, about as soon as I found out (several months in advance). Between Lachetta's days off, medical leave, and messages not being returned, I finally was told that I would receive $500 back. However, I was charged a $100 change fee. After the cruise, which was very nice, I received $149 back. When I attempted to phone Lachetta several times, I never received any communication in return.

Ordered cruise in December of 2018, payments of $643 were made from December 2018 to March 2019. A supposed call was made to verify payment and cancelled by a ghost named David and charged another $100 cancellation fee. Well it was cancelled and Carnival kept the $500 deposit. Roxi from customer service was helping with the situation and hung up the phone due to being unprofessional. Every company has recorded calls yet David is nowhere to be found and no real proof of the call being made.