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Explorer of the Seas Review

4.5 / 5.0
Editor Rating
1994 reviews
12 Awards

Not the RC I knew

Review for Explorer of the Seas to the Southern Caribbean
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6-10 Cruises • Age 60s

Rating by category

Public Rooms

Additional details

Sail Date: Nov 2021

price change. Customer Service could not tell me what the price change was, I was to call my travel agent. We spent over 90 minutes with Customer Service to no conclusion with the exception they would try to get us a forward cabin after we set sail. I then called Costco and spent 90 minutes with them while they were discussing my issue with their Royal Caribbean contacts. Just to note that Costco Travel had no idea I was moved to a different cabin. Bottom line we wasted 3 hours, after boarding the ship, to try to get some resolution. Costco was able to get us $100 on board credit. We were contacted by Customer Service the next morning that they could move us to a forward cabin. We did not change cabins because we were already unpacked. I did not want to waste any more time dealing with Customer Service and packing and unpacked. Again, we had a guarantee room cabin. Also, we used Royal Caribbean luggage tags with our guaranteed room number; nevertheless to say, our luggage went to the wrong room and we had to retrieve them and bring them to our new room!

The other major issue was with the ship internet service. I purchased a Voom Surf and Stream package before we boarded the ship. When on the ship I could not connect to the Surf and Stream service. I did go to the Customer Service desk, waited in line again, to be told I would have to talk with the Communication Specialist. But, the Communication Specialist had limited hours, so I had to arrange my day to just meet the Communication Specialist. When we finally meet with Diego Felipe, Ship Communication Specialist, he could not get us connected. So, he sent a note for us to get refunded (I waited while he put in the request for refund on his computer). A couple days later I did not see the refund on my account and went again to Customer Service. They looked up the Internet refund and said it was going to go back to my credit card. I asked if there was a transaction number for the refund, they said NO it is noted on the account. Then 2 weeks after the cruise I looked at my online credit account and I did not see a refund. I had to call Royal Caribbean to ask the status of my refund. RC said they had no note on my account about any internet problem or refund! So they were going to email the ship and ask if anyone remembers my issue. ( Like someone is going to remember with the thousands of customers).

Some minor issues were the decrease of on-ship benefits of being a Crown and Anchor Platinum member. There used to be a cocktail party and meet the Caption event, which they do not do anymore. So much for being a loyal member and giving my cruise business to Royal Caribbean. Also, I like to do shore excursions not using RC excursions. The RC excursions are mostly very crowded. During the daily ship announcement, the ship announcer made it sound you have to book RC excursions or you could not go into town or tour the island. My wife and I did 3 private excursions, not using RC. (We booked these before cruise, some were with Costco Travel which were great). We had no problems getting a taxi or going into town by ourselves. Very misleading announcements.

Cabin Review

Room was great, not the one we book, but our cabin attendant, Cruz, was great!

6 Helpful Votes
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