Amanda Mingard

We were scheduled to cruise November 8th from Barcelona to Barbados with our 3 kids 1, 4 and 6. Because this was a transatlantic cruise, there was confusion on their website about pre-testing/vaccination requirements. I booked back in July and called 3 times between booking and sail date to clarify the requirements. Each of the 3 times I called, I was told that there were no testing or vaccination requirements for my children. I also closely monitored the entry requirements to Spain (as we would be originating in the US and spending 3 weeks prior to the ship traveling Europe) as well as Barbados (my husband has been traveling there multiple times since April). We flew the whole family over and when we went to board the ship, we were denied due to the 6 year old not being vaccinated. There was no one from Royal Caribbean who would speak with us at the port (he was hiding in the other room letting the port folks try to give us numbers to call). I received a "denial" letter with an emergency number on it from the port workers who suggested we could ask for an exception. It wasn't even the correct number. We had to leave as the port was closing with literally no where to go. I spent about 3 hours on an international rate call being transferred 4 times, disconnected and mostly on hold. Eventually I spoke with Danny del Castillo. First he told me that if called in August, things could have changed... yes, things got more lenient, not more strict. I received several emails over the months showing they were reducing requirements. My last call was on October 8th which they (for the 3rd time) confirmed children were not required to be vaccinated or tested under 12 years of age. I repeatedly told him that I spoke with Royal Caribbean 3 times. He then told me that they only offer advice on embarkation requirements and it actually my job to know the policies and therefore my fault. When I read him the verbiage from the website (attached below), he deflected. He then chuckled at me when I asked about a refund. He told me they would only refund gratuities. I demanded that he review the calls as I know they are recorded. He said he will get back to me in 5 days. Obviously this allows us no chance at getting on at another port. Our return tickets are out of Barbados and we have been stranded in Spain. I cannot find any actual customer support, management contact. I get no responses from anyone online or emails and if I call, I simply sit on hold for hours. I would caution anyone booking with a company that has no customer service, no accountability to their policies or employee training on land, let alone at Sea.