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StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

I have been on four cruises and each time I always go through the cruise line but I thought I would try them for once because my mom was using them, and I can honestly say I will NEVER EVER use them again. Spent a lot of money and they told me when I booked the cruise that we will get onboard credit per person for getting the balcony room and 19 days prior to cruising I called just to see how much onboard credit we had and they tell me we don't have any and that we had to fill out a form in order to get our onboard credit 20 days prior to cruise (one day late).

I have talked to multiple agents making payments and having other questions but not ONE of them ever told me we had to fill something out in order to get our onboard credit. Needless to say, when I called to check, the lady was very rude and talked to me like a was a child. I guess everyone has different experiences, some good, some bad. Just be careful when using Cruises.com. They tell you one thing when booking and something different when it's about time to cruise. I just don't think it's right to tell someone that they get onboard credit so they count on that extra money and then take it away from them.

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My Nightmare began with Cruise.com
By -

I recently booked a 7 day Caribbean cruise through an agent with cruise.com. I asked the agent to give me the total price quotation, including all port charges, taxes and fuel surcharge. I was quoted a great price, at least that's what I thought. The Agent advised me that he would be able to hold the rooms for us for that price for 24 hours and he would email me the detailed information right away. I didn't receive the promised email. Based on the information I was quoted and compared cruise.com price to other cruise agencies, I decided to go with cruise.com.

I called the agent back the following morning to confirm the booking (within 24 hours) and asked that he emailed the confirmation to me once the booking was complete. I didn't receive any emails that day. I called the next day to ask for the confirmation. The agent gave reasons that the cruise lines was supposed to send me the confirmation and he's surprised I had not received the confirmation. He proceeded to say he would personally ask the cruise line to send the confirmation to him so that he in turn could forward it to us.

However, I waited for 2 days and did not receive nothing. I started to get worried. I left 3 phone messages for the agent but he didn't return my calls. I decided to speak to another agent. I was shocked to find out that my rooms were put on hold but not paid for. I told that agent that I gave my credit card to the first agent and he should have secured the rooms for us immediately. After speaking with his supervisor, the 2nd agent told me that he would get all paper work done and we were guaranteed the price quoted by the first agent. I received the booking confirmation via email within 10 minutes.

To my surprise, I was charged $250 more than the promised price. The real nightmare began, I went through 2 sales agents, 3 client support agents and 1 supervisor and I still get a runaround. I heard many excuses such as the price quoted did not include taxes as they have no control of the gov't taxes, but they could not explain to me after factoring in all these extra charges, they still could not explain why the first agent quoted me the original price.

The most recent reason they gave me today is that the holding period for my room expired 4 minutes before the Agent went on the cruise line to pay for my room. When I asked the time the Agent went online to confirm my bookings, it was half an hour after I gave my credit card to him.

I was very upset about the whole incident. I received quotes from other cruise agencies for this trip and some of them told me to be careful about the low price cruise.com quoted me as they were suspicious about the price cruise.com offered me. Throughout this incident, I have never received an apology from any staff or managers of cruise.com. All they have told me are excuses to cover their unethical and unprofessional behavior. I believe that:

1) I have acted in good faith by booking my cruise trip within 24 hours after I requested the Agent to put the two rooms on hold. If he, the agent, couldn't secure the room with the guarantee price quote, either he had made a mistake in pricing or he is just incompetent, he should have advised me so that I could made a sound decision of choosing an alternate travel agent for booking. But I was not given that choice. Basically, the agent at cruise.com forced me into booking my cruise trip with him and charged me a higher price without my consent.

2) Cruise.com agent did not initiate nor return phone calls regarding price change. I was the one who had to contact them. It is not sound business practice and very poor customer service. 3) When I received my invoice, I was charged $250 over the quoted price. Once again, no one from cruise.com had a decency of notifying me of the price change and asked if I still wanted to book. I immediately emailed back to the second Agent and asked him to explain the charges. Guess what, he did not return my call as well.

4) Cruise.com has given excuse after excuse of why I was charged more on my bookings but cruise.com has not acted in good faith from their end to honor the original quote even if their agent has made a mistake. I would have accepted if they would have apologized and offered some kind of solution to resolve this matter. In fact, it has dragged into the 7 days from the first day of contact and I am still waiting for someone over cruise.com to call me back. Every time they told me someone would be calling me back but none happened. I am the one who has to contact them.

If you don't want a frustrated and cheated experience before you go on your dream cruise trip, don't book through cruise.com. I will certainly tell my friends who tell their friends to never book or trust the agents at this agency. They are a disgrace in the cruise industry. I have booked my previous cruise trips from other cruise and travel agencies and I received great service from them, until this time.

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Stay far away from Cruise.com
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DANIA BEACH, FLORIDA -- I booked Alaska cruise on 7/28/2019 with Cruise.com. Big Mistake! I advise to stay far AWAY form this company! In July, cruise.com listed bonus offers online, but they won't honor. Based on their available offers, my Alaska Cruise (Holland America Line, Oosterdam, 8/18/2019 to 8/25/2019) was selected to “Receive free gratuities” (book a Balcony or higher). I booked a Balcony, but didn't get the bonus. To deal with their customer support was very annoying, a bunch of hassle! Even after that I sent the agent a copy of the screen shot for the offers on their website in July, she still denied the offer. Unimaginable! Most unprofessional agent I have ever talked to! Finally her supervisor confirmed the offer but didn't want to honor and said “You didn't ask an agent to book.” I didn't understand the difference between “I book online by myself” and “ask an agent to book” until I read one of the “One star reviews” for Cruise.com written by L of Englewood, posted on June 26, 2019 (Google). The author asked an agent to book and overpaid $300, compared with the price online. This is the trick that Cruise.com planned to cheat customers. They charge you $300 more and then may give you $200 to pay the gratuities. That is the “Bonus Offer” from Cruise.com. Don't trust their website. Do NOT use this company to book any Cruise!

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Nobody Cares. There's Nobody There to Help You. You're Just a Phone Call After They Take the Reservation of Course.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

So I booked a major cruise with them a European Cruise. The woman I booked it with Nicki doesn't seem to exist. When I had questions and problems arose nobody knew of her. I left many messages on her machine with no call back. Nobody cares there. I never saw anything like it. Nobody knows anything and when they did give me information it was all wrong. I had to actually call Oceania Cruise Lines myself and straighten stuff out.

They tried contacting cruise.com and they couldn't get through so beware. Once you book your trip and pay for it you're going to need help after that. Nobody knows what they're doing. You're just a number and they could care less and a lot of the agents are outright nasty like you're bothering them. If cruise.com has a problem with this contact me. It would be a miracle. Stay with a regular travel agent where there's an actual person. I didn't even go on my cruise yet. I can't even imagine what's going to happen. I guess I'll soon find out.

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Advertisement
Cruise.com is the WORST Travel Agency that you could ever work for, Employees are treated Very poorly, BE AWARE!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DANIA BEACH, FLORIDA -- BE AWARE!!!

A horrible place to work

Advise from a former employee. This is the perfect place to work if you are. Seeking employment with no chance for a raise or ever being promoted, Enjoys being belittled and spoken to in very poor manner by a team of unprofessional supervisor who are overworked and most likely underpaid with immensely poor knowledge of their duties, high turn overs ( people quitting) etc and more negatives.Be AWARE, in the beginning they will make you feel like you can grow in the company its all LIES. No raise, No Promotions, they will have you taking calls for other department with no raise in pay, to save the company $$$. that's their main goal.They even Lie to their clients about their amenities.......

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Fradulent charges
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- I have tried to sign up for their affiliate program to sell cruises.
My contact person was Claudia Ashboune, who did not respond to Emails or phone calls. On one occasion I was tarnsferred to Kathy Samaroo, supposedly Claudia's supervisor. She was rude and condescending with me on the phone. A feew days later I called, and talked with the program director of the affiliate service; Stewart Lowery. There was not one hint of apology, he repeatedly told me that if I have pproblems with the associates I should not proceed with the program.
I thought this program would work for me, so I filled out the paperwork, including my CC number for the price of the course of $ 349.
To my biggest surprise I found TWO charges from the company for $349. I tried to call Claudia, who of course, was not available. I asked for Mr. Lowery, who, of course, is out of the office. After several tries I talked with Claudia, who had no idea why I was charged twice.
I asked for an immediate refund and cancellation of the whole program.
I feel that this program is a total fraud, and BBB should investigate it in detail.

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Misleading Bookings
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

FLORIDA -- Beware!!! You think you're getting all the perks. I recently booked a cruise on MSC Seaside. All over the booking page said, "Drinks on us included as a bonus". Even the MSC website says all Caribbean cruises include "Drinks on us" package. When I registered and received my E-ticket no Drink package was evident. I called and was told I booked a lower rate package that did not include drinks. Funny because there was no other options on the website other than the one I chose.

After calling Cruise.com the agent did try and get my package upgraded but of course MSC would not allow upgrades to my package. The entire marketing on the Cruise.com website is total scam. The agent told me if I need a specific bonus to my purchase I should have called first. Unacceptable. I only chose MSC because of this great deal that I am now not getting. Both companies are leaving a sour start to a cruise I haven't even gone on yet. Lesson learned for first timer. Don't trust cruise booking websites. Especially Cruise.com.

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Scam!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW JERSEY -- Wasted an hour of my life on hold just to find out it was a false advertisement. What made it entertaining was the sales representative was just as confused as me and had to put me on hold for 45 min to discuss it with someone else. When she finally came back she said "its not valid, sorta like when you see an advertisement for a car and when you get there they don't have that car" or "when you see an advertisement for a refrigerator with an ice dispenser but when you get to the store, you find out you have to pay extra for those options" LOL, Seriously???? I said "sooo you are saying its a SCAM?" She said "YES, well, its like a promotional advertisement" DO NOT WASTE YOUR TIME!!

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Advertisement
Employees are not treated well, Company lies to customer to keep their money.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PEMBROKE PINES, FLORIDA -- I am a former employee of Cruise.com and I can tell you that they do not treat their employees well, which in turn some are not motivated enough to do their jobs, I saw it over and over again, folks making mistakes left and right. Supervisors avoid getting on the phone to speak to irate customers and pass the problem to the employee, which the employee gets blamed for at a later date. Cruise.com has home agents and they never get a pay raise, they are told that they are allowing them to work from home and that is the only benefit that they can offer them. When a customer books a cruise and the cruise line lowers the price, Cruise.com does not inform the customer that the price was lowered and never provides a refund.

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Cruise.com did not provide Shipboard credit that was confirmed during my booking
By -

PORT EVERGLADES, FLORIDA -- My experience booking with cruise.com has been completely unsatisfactory and unacceptable. After seeing a promotion on the website for $100 Shipboard credit and a complimentary bottle of wine, I booked a cruise in December 2010. My agent confirmed at least twice during our phone call that my booking did include the $100 shipboard credit and a complimentary bottle of wine. Other online cruise travel agents were also offering the $100 SBC, but I chose to book with cruise.com because cruise.com was the only site I found offering $100 SBC AND the complimentary bottle of wine (the price of the cruise was the same as on other sites).

When I reviewed my cruise confirmation documentation emailed to me, I noticed that there was no mention in writing of the SBC or wine, and I immediately emailed on December 22nd asking for confirmation in writing that I could take on the ship with me. I again emailed on Jan 5. When I still received no response, I started calling and leaving voicemails between January 5th and Jan 11th. I also logged a query through the on-line “Contact Us” form. No responses. Today when I tried to call, I spoke to the first agent who happened to take my call; she indicated that she didn't see anything about shipboard credit or wine on my reservation.

So now I am very worried that cruise.com is not going to provide the package that was clearly sold to me. I could have booked with another travel agent and received the $100 shipboard credit, and I truly wish I had. I expect cruise.com to deliver the package that I purchased and that their sales representative confirmed to me, not something less. However I have little hope of ever hearing from them again as they have failed to contact me or provide any customer service after they received my money. This has been a horrible customer service experience.

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Cruise.com Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 8 ratings and
13 reviews & complaints.
Contact Information:
Cruise.com
255 E. Dania Beach Blvd.
Dania Beach, FL 33004
888-333-3116 (ph)
www.cruise.com
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