Cruise.com Reviews 304

1-Star Review: Beware of Cruise.com’s Misleading Listings and Zero Accountability
I booked a cruise through Cruise.com and selected what was clearly advertised as a Luxury Balcony stateroom—specifically room 14231. When I boarded the ship, I discovered the room was NOT a Luxury Balcony at all, but an obstructed view balcony. Something I never would have chosen or paid Luxury Balcony pricing for.
Onboard, the MSC supervisor confirmed the room was not in the Luxury Balcony category. She blamed the travel agent and Cruise.com blamed MSC. Both refused to take any responsibility.
After returning home, Cruise.com doubled down, insisting it wasn’t their problem and telling me to deal with MSC—despite the fact that Cruise.com is the one who listed and sold the room incorrectly.
The entire experience became a nightmare of finger pointing, zero follow through, and absolutely no accountability from Cruise.com or MSC. I spent hours trying to get help and received nothing but deflection.
Bottom line: Cruise.com sold me a product I did not receive. They misrepresented the room category, failed to support me when the issue was discovered, and refused to take ownership.
If you’re considering booking through Cruise.com, think twice. When something goes wrong—and it did—they will leave you completely on your own.

We booked a cruise from cruise.com during the Black Friday special on 11/28/2025 (The promotion ends on 11/30/2025). That is a 14-day Holland America’s Australia/New Zealand cruise from 1/17/2027 to 1/31/2027. According to the ad, this is a membership program that includes FREE Gratuities (worth over $500) but must pay in full at booking time and non-refundable, we paid in full at $4014. Normally, customers only pay $100-$200 as a downpayment.

Before we booked, we have called cruise.com to confirm this promotion. According to their agents, this membership program is a big promotion for the existing customers during the Black Friday's sale, but we must pay in full ($2007/person) at the booking time, then we will get this deal (FREE Gratuities, worth over $500). We booked it after we had confirmed with them.

Recently, we reviewed the email we received from cruise.com and noticed that the FREE Gratuities deal was not mentioned. We immediately called them. They told us our booking does not include FREE Gratuities, but they are willing to offer us $100 credit. We rejected that offer. We feel we are cheated by their false advertising.

We have been keeping two screenshots of their advertisements that clearly show their offerings.

We wish we can give them a negative 5.

I booked and made deposits for a Royal Caribbean cruise using Cruise.com for my immediate and extended family. When making the final payment for my 81 year old father's stateroom on the website (which is a very dated site). The payment went through on my end, but for some reason it didn't go through on Cruise.com's end. Although I booked the cruise, the emails were going to my father email where the notification that the payment wasn't accepted. My father could see all of his cruise information on the Royal Caribbean app, so we had no idea that he couldn't board until the day prior to leaving. Unfortunately my father did not get a chance to sail & it was devastating for our family.

After realizing what happened, Cruise.com refused to refund the deposit and an additional $500 that we paid towards my father's stateroom. This was my first experience with Cruise.com & also my last.

Fake prices....
The first page showed a 451 $ pp price to hook you, but when you click on the cruise to book, everything was between 2000 and 3000 $....

Do not use cruise.com. We used the website for some promotional discounts. We paid our bill through cruise.com and while on board we were charged the additional charges like there were no promotions. We called cruise.com and they kept telling us that they have no way of seeing what the promotions were when we booked. After arguing with them about how they don’t know what promotions they were running they eventually just told me that our specific cruise was not included in the promotion even though our invoice from cruise.com reflected the promotions.

I will never book a cruise with cruise.com again. I was suppose to get a $250.00 on board spending credit for a cruise and never received it. The sales lady said , if i book today, cruise.com had a promotion which will give me a $250.00 on board credit. I asked a supervisor to look into the recording of our conversation with the sales agent who sold me the cruise and that would verify my claim for the $250.00 credit. I am positive the sales lady told me there would be a $250.00 ship board credit. Cruise.com never got back to me and never looked into the ship board credit due to me. They are a dishonest company and do recommend staying away from them.

Bait and switch sales tactics. Don’t advertise (free) anything when you can’t book it at that price. Very, very deceitful

This company is nothing but a shyster middle man sales company. Friendly when taking your money. But disappear when you cancel your trip. My husband was diagnosed with Stage 4 colon cancer and had to start chemo before the trip. When I canceled the trip, the rep canceled only one room. We were stuck paying for the second room. This is a trick used to keep your money. They say they record your phone conversations but no one checked my conversation to see that I said cancel both cabins. They have all the tricks to load on your costs and keep your money, even when you following all their rules. They are not worth the trouble for the service you receive.

Do not under any circumstances utilize this company. Their website is set up to deceive you with misleading offers, and clickbait. You will not receive any of the perks that are promised to you.

I wish I could have given them zero stars --- they don't deserve the lowest rating of one star. I booked a cruise with them online on Feb.4. I got an email from the cruise line (Seabourn) on the 14th of February about a sale they were having. I called cruise.com to ask about the sale and the discounts. I spoke with Victor. I was on hold with him for well over an hour. He did comeback after 30 minutes to inform me that the sale would save me around $1,400 and I would receive an additional $100 in shipboard credit. He said he just needed a couple of minutes to process those two items. After 30 more minutes, he came back on the line to inform me that this process required a supervisor's assistance. He needed a few more minutes to complete. He then came back on the line informed me that the cruise line was not cooperating and I had a fare that now doesn't allow for any price adjustments. He blamed the whole process on Seabourn and his supervisor. I ask that the supervisor call me back. Victor said that it would take a few minutes for them to call. NO returned call from them. This continues the poor service from cruise.com. I don't expect my price to be guaranteed forever, but I would think that two reputable companies (Seabourn and cruise.com) would understand that 10 days is a reasonable expectation.
BEWARE of this company and stay clear of Victor.

Clearly, I was a complete and total idiot to trust cruise.com. For personal reasons I needed to cancel a cruise I booked through them. not only did I have to follow archaic system of emailing a written form, but after waiting several weeks and no word from them, I realized my refund had not been returned to me. The company claims it never received my cancellation form, which is total garbage because I have email proof. I’m still waiting for my $1600 refund they tell me now it will be 60 to 90 days. This is an unscrupulous company. Beware!

Do not use cruise.com. They will promise you things and not follow through. I called today about several offers they had for me, none of which I got. One of them was on board credit. I had called them because it wasn't on my invoice and was told that it would be there when I got on the ship. It was not. I called about it today and was told it was my fault because I didn't call them and remind them enough. There were many other problems (not ever calling back, not following through on things they were supposed to do like put in our loyalty numbers.

I spent almost 2 hours making travel plans only to find out the rep entered the wrong dates. I then had to spend another 2hrs to get re-booked for correct dates. We were promised additional drinks for aggravation to no avail. The customer service department is the absolute worst! Nobody follows through on calling you back, you can Never speak to a manager, my itinerary was cut short due to the weather and NOONE wants to compensate me for this. Nor have I received my 5% back and it’s been over 2mos!

Had a confirmation number for our mid ship portside balcony room on Princess Cruise from Kim Badeker at Cruise.com. 6 weeks later I see out room had been changed by Kim to a different room starboard side and no longer mid ship. She apologized but that was it. Very short with answers and not helpful. Did bare minimum. Horrible agent.

If I looked into Trustpilot , I would not to book Cruise.com. On 23 Aug 2024 , I booked with Cruise.com and finally, my credit was charged deposit 200 Usd. I waited for booking confirmation and they said it will take 24-48 hrs. After 48 hrs , I contacted again they said no booking confirmation even I sent picture that my credit card was charged . They push me to contact Royal carribean but RCCL cannot find my name in that ship. Finally both denied my booking. It take 23Aug-15Sep so Bad experience for me. But 16 sep , I try on CruiseDirect.com to book the same ship . It is very pleasure and perfect. Please try CruiseDirect.com . And away from Cruise.com

I joined a dinner and show tour, expecting a memorable evening of food and entertainment. Unfortunately, the experience was dismal. The dinner was subpar, with bland and poorly prepared dishes that did not reflect the advertised "gourmet" quality. The show was lackluster and did not live up to the hype. The venue was cramped, and the service was inattentive. The combination of mediocre food and uninspired entertainment made this tour a disappointing and regrettable choice.

NCL cruise sucked. Do not use them to do your airfare they suck at it and the BOGO free is not what they tell you. You don’t sit together and they find the worst flights. Paid additional 150 to get seats together. Food and service sucked. We were quarantined for 24 hours due to a case of diarrhea and was told to go to doctor to get some Imodium. We were fine got runs from there crappy food. What a fing joke this cruise was. They have employees sneezing and coughing and they are ok to spread germs. You get the runs due to their food and water change and they quarantine you. The excursion process was unacceptable and was a cluster and the debarkation was a mess and they dropped a pallet of luggage into the ocean. We lost our luggage somewhere in Madrid I doubt it will be found . Do yourself a favor don’t use NCL. The ports were nice. We did enjoy the ports the cruise sucked.

No difficulty booking two cruises. All questions answered promptly. Options and prices were clearly understood. No hesitation in booking another cruise with Cruise Plus. Sacha was patient and well informed.

Worst customer service ever! I encountered what I perceived as rudeness and a lack of responsibility in addressing my concerns. Specifically, I experienced that they could not do their job, such as unhelpful responses and a long answer delay for a straightforward question. They kept transferring the call to 5,6 different persons. Also, they need to learn how to appreciate their customers. They all talked like an A-hole. They raised their voice at me while I was nicely asking for their assistance. I'm so upset and even more regretful that I booked for 22 people, including me.

No customer service. Once they have your money, could care less what your issue is. Run don’t even walk away from this company.