My husband and I had a horrible experience with Royal Caribbean and having said that we've never cruised prior, this was totally disappointing.
The cruise left on Monday Sept 1 from Miami going to Nassau, Bahamas. We arrived Nassau on Tuesday morning and in the afternoon we were told that because of hurricane Irma, coming on Friday, we will need to cancel the rest of the stop we were supposed to make (which were Coco Cay - their own private island and Key West as it would be evacuating on Thursday).. the news was shocking and the fact that we just sailed the day prior is poor planning from their meteorologists to sail right before a hurricane of this size. They also said that they wouldn't sail from Nassau back to Miami until Wednesday at 5 pm (not sure why but heard that because they needed to evacuate their Coco Cay island which is close by so they can bring their staff from there to the ship we were on at Nassau)... at this point, all the guests were in panic to try to reschedule their flight arrangements to Thursday instead (given that there was rumors that the airports in Florida would shut down by Friday)... So, My husband and I booked another one way flight from Fort Lauderdale to Toronto. After we booked another flight and made arrangements to leave on Thursday, the captain made another announcement stating that we would arrive Miami on Thursday at 3 pm and whoever couldn't change their flights/or have access/find booking in a hotel, they can stay on board to Friday.
As we were leaving the ship, we were told by other guests that they were told that if they couldn't find a flight back on Friday or the airport is shut down then they can stay on the ship and that the ship would sail as far away north from the storm as possible (at no additional cost). It was really disappointing that the Captain didn't make a clear message from the beginning.
It's been super frustrating talking to their customer service representative when we came back home. I called to ask if they would refund us for the 1 night (Thursday to Friday) which I think is a very reasonable ask and they said they've been informed by management that there is no compensation of any sort to all guests on this ship as they made it optional for guests to stay to Friday; but the issue is that they didn't disclose all the information which resulted in some guests making different arrangements and paying extra to change their flight (in our case, buying another flight ticket).
I think it's unfair that Royal Caribbean treated all guests the same from a compensation perspective and not offer compensation to all guests when some guests stayed for the Thursday night to Friday and others left on Thursday as well as the guests that stayed back were given the option to stay back for an additional 5 days free of charge.
All I asked for was a reimbursement of the 1 night that we paid for an didn't use/stay!!!Royal Caribbean management is ridiculous for 1- not being accessible for complaints and 2- sailing this ship and 3- treating all guests the same (ones that stayed on board and others that left earlier)