cruises.com

Jim CilleyUnited States · 4 reviews · Experienced 2026-03-18 · Posted 2026-03-19

Wonderful experience

Nichole was amazing. Knowledgable and helped hunt for vacation I was looking for. She was able to get us perks and upgraded and suggested things I never would have known.

Denise JohnsonUnited States · 4 reviews · Experienced 2026-03-10 · Posted 2026-03-14

THEY PLAY HIDE THE BALL TO DUPE PEOPLE FOR MONEY

REGARDING AN 8-DAY SHIP CRUISE: CRUISES.COM never informed me that I was automatically "opted in" to a gratuity pool which requires I pay a gratuity fee of $20 per day/per person that I'm on ship as an overall onboard tip that is MYSTERIOUSLY referred to as a "SERVICE CHARGE." The only extra I was informed about was dining gratuity which is an automatic 20% tip for meals and drink purchases. I haven't cruised in 17 years, things have changed, I needed help planning. I was on the phone with reps at Cruises.com 6 times over the course of 6 months to get clarifying information from them so I could get organized and properly plan my trip. Each and every time I was on the phone, I asked what I'll be charged or what I can expect to pay, and the only thing they ever mentioned to me was the 20% gratuity for dinners and drinks. Now, as my cruise embarkation day approaches, the cruise line sent me information in a packet that caused me pause, something about a "service charge." Therefore, I called Cruises.com and asked them what that was and NO ONE COULD EXPLAIN IT. I called the cruise line and IT TOOK GOING THROUGH THREE DIFFERENT REPS to get the answer! I asked for a supervisor at the cruise line itself and that person was EXTREMELY resistant to help, blamed Cruises.com, and told me to call Cruises.com. I called Cruises.com and got a rep who first blamed the cruise line and when that didn't work, TRIED TO FIND WAYS TO WRONG ME AS OPPOSED TO ACTUALLY HELP ME. I asked for a supervisor and I got Kimberly. When Kimbery got on the phone, she immediately spoke to me with an attitude and was defensive and condescending. Kimberly never helped me. I asked her to show me where it says I will be charged a gratuity fee of $20 per day/per person, and she could not show me where it says that, told me this is my fault because I should've magically known, and then she said things like "I'm sorry YOU FEEL THAT WAY" as opposed to "I'm sorry. We screwed up and you should've been told about this." CRUISES.COM PLAYS HIDE THE BALL. Had I known about the HIDDEN FEES at the beginning, I would have been fine with it. IT'S THE GAME-PLAYING OF HIDE THE BALL TO DUPE PEOPLE THAT REALLY ANGERS ME TO NO END and to add insult to injury, CRUISES.COM reps dig their heels in and defends the BS. I DO NOT RECOMMENED CRUISES.COM.

Misleading Sales Practices

I was handed off numerous times as they changed agents regularly.....3 agents over a 2 week period. Eventually I purchased a cruise. Part of the package I purchased included a $250 visa, to be issued after my cruise. There was no verbal reference to expiry dates. When the visa arrived with a letter, there was NO WRITTEN REFERENCE to an expiry date. Shortly thereafter, I became ill and had 8 months to eventually recover. Upon recovery, I had many normal living items to address. When I eventually tried to access the credit card, I was advised that the card had then expired. I went back to Cruises.com to have the card re-issued...and was flatly denied....4 times as I appealed further up the line. This borders on outright theft....but at a minimum, speaks volumes about how this sad excuse for a company views its customers. STEER CLEAR OF THESE CROOKS!!!

Once you paid money

Once you paid money, no matter how many times you called and leave messages they just appeared

Make sure you check your cost carefully…

Make sure you check your cost carefully before you book with this company. I was charged the wrong amount for the taxes, fees and port charges. The fees should have been $225.72 but I was charged $495.72. A difference of $270. I called and was told this was for their commission. I have booked with many cruise companies and have never had a commission put in with the taxes, fees and port charges. I even sent a letter to their corporate office to help with this overcharge but never hear back from them. Just BEWARE of this company!!! I will never book with them again!!!!!

Sharman is a pleasure to work with

Don't close a deal with Cruises.com if there is any vague information and/or unfullied guarantees of discounts.

We just returned from a Norwegian cruise which was fine. It was a Cruises.com: 180-46163202. During the initial discussions with the sales agent I was given a 10% discount to close the deal. And told that once I filed for a veteran discount, which I did, a $250 refund would be made...that NEVER happened. During numerous discussions the agent said he would get the discount approved and get his back office involved if needed to get the discount approved, however it may be less than the original quote of $250. It NEVER happened. I asked about parking at the cruise terminal and the agent was vague but thought it was around $115. It was $171.

Super great agent--Ali McLivenny

We use the travel agent Ali and she is totally AWESOME. She returns your calls and does everything she can to make your cruise experience the best and most cost effective as she can. I have been using her for years and will never stop using Cruises.com as long as Ali is with them. Thank you Ali for all you do--you are GREAT!!! Diane and William Falzareno

Ewald LandmannUnited States · 2 reviews · Experienced 2026-02-18 · Posted 2026-02-19

Lexsi is the best

Easy to Book!

While looking to book a cruise for my milestone birthday the direct book sites didn’t have the selection I wanted. I booked on Cruises.com and got the suite I wanted for my special cruise. Thank you Cruises.com!!

Larry LudwigUnited States · 1 review · Experienced 2026-02-02 · Posted 2026-02-03

It was easy to navigate the website and…

It was easy to navigate the website and to purchase the tickets.

Booking was easy and accurate

Lavarian SimmonsUnited States · 1 review · Experienced 2026-01-23 · Posted 2026-01-23

Very frustrating…

My experience with Cruises.com has been extremely frustrating. After multiple repricings and booking changes, my account clearly shows an overpayment balance of $684.62, yet I have been given different refund amounts depending on who I speak with. The lack of consistency and basic understanding of my account has caused unnecessary stress. Customers should not have to repeatedly explain their own billing details or correct representatives about refund amounts. I requested escalation and spoke with a supervisor, but the supervisory support was very unprofessional. I had difficulty getting anyone to assist me properly, follow through, or provide clear answers. Even at the supervisor level, there was no ownership or resolution. When it comes to customer money, accuracy, accountability, and professionalism matter. This experience has shown serious gaps in training, communication, and management oversight. Because of these issues, I will not be booking with this agency again.

I recently had the pleasure of working…

I recently had the pleasure of working with Cruises.com booking that was listed as sold out. Since it was a last minute decision for my husband and I we were very happy to be able to find a few cabins available for us to book. Cruises.com made the process very easy and when I had questions the gentleman on the phone was outstanding and very understanding of our problems. They ensure that all the changes that need to be fixed included getting my husband loyalty number correctly updated. I normally don't use a third party booking agent, but this experience has changed my mind and we will be booking through Cruises.com again. Thank you!

kuldip soniCanada · 1 review · Experienced 2025-12-08 · Posted 2025-12-12

I would like to go on Royal Caribbean…

I would like to go on Royal Caribbean cruise and my friend circle going on that cruise and when I tried to book the room while I was talking with agent phone call voice not coming clearly and she hold for me and she try to reboot the system but it was not work so she said tomorrow morning you can call me to finish the process and when I did call them they said no room available and when I did talk with supervisor he also very rude and not help me out and end of the day I cannot go with my friends so for my personal suggestion that don’t book from this website just book direct from the cruise website it is easy and you can get help and cheaper too. This are the commissions agent they don’t care about us that we are getting the room or not they are working only for money. Thanks.

Garbage customer service and flat out…

Garbage customer service and flat out theft. This was my first (and LAST) time using this company and I can't say it enough - DO NOT BOOK THROUGH THEM. It will look like a great deal - it will NOT be a great deal once they're done with raising prices and charging fees. They literally added $200 3 days before my final payment (I was already paid in full!!) and if I didn't pay it they said they'd cancel my cruise and keep EVERYTHING I had paid. Absolute fraud and garbage. I called and emailed and called again and that's where it ended. HORRIBLE AWFUL. STAY AWAY

BrianUnited States · 4 reviews · Experienced 2025-07-25 · Posted 2025-12-04

Taking advantage of kids at the spa

My two kids and I went on a cruise out of Hawaii in 2025 summer. I allowed my two teenagers to go up to the spa for some treatments. Unannounced to me or to my two teenagers they gave products to them without telling them what they were charging. They thought they were getting left over treatment items, and that's how they represented it to me. After we got off the ship they sent the statement where I noticed about $1000 in different products that they were given. When I question the kids, they told me that they gave them two receipts and they asked why there was two receipts and they said oh don't worry about it just sign and keep them. It turns out the second receipt was the items that they put into the bags for the kids. When I complain to the company, their response was we don't manage the spa. It's a separate company and that you'd have to contact them directly. This was the only communication I received from the cruise line. When I contacted the spa operator, they never responded. This is obviously a method for them to run up the profits on their spa. To do this to kids knowingly is a violation of the trust that we put into the company. I've been on three different cruise lines several times and two now with NCL. The one thing that is clear is after Covid the service is not the same. There are individual Service members that stand out as being a good representative of the company, but I believe there's more that don't care about the service. I asked something of my cabin Stewart that was never done throughout my cruise. This has solidified for me that cruising is the last choice of travel for me. The only time I would think that the cruise would be the only way to go would be in a situation like the Panama Canal or I'm too old to get around on a land tour. Every time I've cruised, I have the feeling of being part of an ant farm. People everywhere pushing to get into the events or food options. Just take the fun out of travel. It's so much more pleasurable to be on land visiting the local tourist sites and staying in the community that you're visiting. Being around the locals and going to the most popular spots for entertainment and food is much more desirable for me.

Cruises.com has excellent associates…

Cruises.com has excellent associates who work tirelessly to get you the best rate and when being loyal you receive rewards in the form of on board credit to spend on the cruise you booked. We have been using cruises.com for many many of our cruise bookings.

Excellent Resource to Search for Best Cruise with Greatly Reduced Up Front Cost

Booking was same price and same perks as with cruiseline but allowed $25 deposit, instead of $500 with cruiseline, which allowed me t get a 3 day limited discount of $900. Also, their search feature allowed me to compare most cruiselines to find the best option for very specific requirements I needed for a cruise in 9 months. I may also get an additional $50 for spending on the cruise. Definitely worth going through them, although as always, you have to read the fine print and compare with booking through the cruise line directly

Frank JenkinsUnited States · 1 review · Experienced 2025-11-12 · Posted 2025-11-13

Booking and Explainations Made aeasy

We have booked with cruises.com for our last vacation, and the one coming up. We feel really comfortable with Eric Compton our agent, even though we spoke to two other highly skilled agents. Cruises works hard to get you the best fare, but Eric seems to work that much harder to explain things to us. We enjoyed having a bit of fun during the booking process, which makes this transaction, although an expense, seem enjoyable. We are looking forward to future bookings with Eric and Cruises.com