I recently had an issue on Royal Caribbean’s Star of the Seas and wanted to get feedback on whether the resolution seems typical.
We were staying in a sunset corner suite when we experienced water intrusion in the room on day 6 of the cruise. Maintenance initially came to inspect the issue and we were told it would be fixed while we were out. However, when we returned after dinner, the carpet was still wet and the room was clearly not usable.
I escalated the issue to Guest Services and we were then told we had two options: stay in the same room or move to another stateroom. Since it was late and we were traveling with a baby, we initially hesitated to move. After declining, we were then informed that the room was actually considered a health and safety issue and that we could not remain in it, so we were ultimately required to relocate to a junior suite as no equivalent suite was available.
Final compensation offered was:
40% future cruise credit based on cruise fare
Approximately $250 in onboard charges removed
I’m trying to understand if this is in line with what others have experienced in similar situations, especially for suite-level disruptions. I’ve also seen some cases where guests received cash refunds instead of future cruise credit, so I’m curious how common that is.
Overall the situation was not ideal, but it was eventually resolved onboard.
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