cruises.com Reviews 

Excellent customer service, professional and caring. Knowledgeable guide with valuable information and support.

We also had a bad booking experience with Cruises.com. While the agent was very pleasant and explained the perks well, she did not go through the itemized version of the billing or explain exactly what we were paying for and any conditions. Two weeks after we paid in full, we were notified after buying an onboard upgrade package that doing so increased our trip insurance by over $100. We had no idea they had even folded trip insurance into the cost. Since our credit card offered free trip insurance, we asked to cancel their insurance and get a refund but were told that "the ten-day grace period for cancelling trip insurance had elapsed." Maybe we should have been more detail oriented, but it strikes us that an ethical company would have A) informed us fully of every item we were paying for, and B) offered us a refund when we told them that their own agent had never informed us of this hidden expense. Book your cruises somewhere else.

We use cruise.com to book our vacations. For the last couple of years we have used the same agent to book our cruises, Ellie Bevington. She is thorough, and helps us with all of our booking needs. She is patient when we have questions and need clarification. Cruise.com is all we use to book our cruises now.

Shannon Williams, Cruises .com agent that assisted with my cruise request was on the ball. Helped with every aspect of my vacation planning. Very happy to have her in the future.
Thank you Shannon.

My agent was Lauren Martin and she was outstanding!! Definitely i will continue using this platform because of her costumer service that was amazing.

Agent help me to go through selecting room, go through step by step each process without rushing me. Her name is Tia Laywell.

Be sure you understand the difference between CRUISE.COM and CRUISES.COM. Two different companies.
This review is for CRUISES.COM
I booked a trip with Cruises.com in Jan 2026. I also purchased trip protection. We were so excited getting ready for a cruise to Alaska. Then 1st week in June our lives changed. My husband's ENT found a large mass on his tongue. We alerted CRUISES.COM that we may have a travel issue. After seeing a specialist on 6/19/26 we were told we could not travel, it was too dangerous. The doctor said the tumor is blocking my husband's airway and at any time he could stop breathing. We alerted CRUISES.COM immediately plus the insurance carrier, AON. Fast forward to July 1st, my husband had surgery and the mass was confirmed it is cancer. WE are devasted. The day after the surgery I got on the phone with AON and asked them, you received all documentation from our doctor what else do you need to process my refund. No answer. I called CRUISES.COM and spoke with one of their rep's. Here is what she said: You are not getting your money back. You are at a 100% penalty stage. I said, wait, I have something in writing from CRUISES.COM that I can cancel for any reason anytime bc of my insurance protection plan. She said NO. I said, ok (not calmly) then I'll send two friends on that cruise in my place if I can't get a refund. Then she said, "YOUR CABIN HAS BEEN REBOOKED" What???? I asked, "So, the cruise line, HOLLAND OF AMERICA, rebooked my cruise (so they lost no money) and you all are keeping my $5,5550.00 and making money off someone that was just diagnosed with cancer"? Am I understanding this right? The doctor signed every document needed for a refund. This is where we stand today. It is UNHUMAN!! PLEASE PUSH THIS REVIEW EVERYWHERE SO no one has to go through this additional fight of a refund in addition to our family fight! CRUISES.COM and HOLLAND OF AMERICA - BAD COMPANIES! I'm going to keep up my fight with them!!! BEWARE!!!

We have used Cruises.com for our last three cruises. They have a rewards program that gives you points that can be used for onboard spending. On their website it states that you get free points for completing surveys. I completed two and never got the points. I contacted their customer service, asked for a manager, emailed, and they won’t add the points to my account. I could have booked the recent cruise on NCL directly, but did it on Cruises.com to get onboard spending. I won’t be using them anymore.

I am extremely disappointed with my first experience booking through Cruises.com. I booked a guaranteed Oceanview room over the phone, trusting that I was being taken care of, but the experience afterward was frustrating and upsetting.

When I reached out for help, I spoke with customer service and was eventually transferred to a supervisor, Waykelya. Unfortunately, the conversation was extremely disappointing. I felt like I was not being listened to, was repeatedly spoken over, and was treated as if my concerns did not matter. Instead of taking the time to understand my situation and work toward a solution, I was repeatedly given the same response and left feeling dismissed.

I have been a loyal Royal Caribbean cruiser for years, cruising annually and spending thousands of dollars onboard, so this experience was especially disappointing. I expected better communication, customer service, and support from a company handling such an important vacation.

I hope Cruises.com takes this feedback seriously and focuses on improving how customers are treated when they have legitimate concerns. A customer should feel heard and valued, not talked over and dismissed.

Barbara spent an inordinate amount of time to set me up for the right cruise for the right price. She was highly professional, patient and accommodating. She even looked up details on what was above and below me to avoid undue noise. She's very much appreciated!

Shari H was excellent and highly professional. It is a pleasure working with her. Eloquent, dedicated, knowledgeable and kind. Thank you Shary !

Christine helped us book a great trip to the Virgin Islands on the Royal Caribbean allure of the sea. It was really good because she had been on that shit before and knew all the benefits and best places. She also managed to get us an absolutely beautiful room just at the bow of the ship with a huge window. Now we are booking a ship a year ahead of time and she has also helped us with that I really appreciate the time she takes, and she truly looks out for the benefit of her guests. I hope she stays with Cruises.com forever so I can book all my future cruises through her.

We have been working with Agent William Glisson recently, and found him to be very knowledgeable, patient and professional. I never felt like he was trying to push me into anything I really did not want. He is a good listener, and we worked well together exchanging ideas, as we are very experienced, cruisers, therefore we are also very experienced with the booking process. I would recommend William to anyone looking to book either your first cruise, or 50th.

My travel agent Eileen Cardova, was amazing great customer skills very informative. It was a pleasure speaking with her as well booking a cruise.

The experience was great once I understood what I was doing. Reading is fundamental!😂

I wanted to book a good cruise for me. Customer Service Rep Offered me no advice. she just wanted to sell me most expensive cruise & extra's.

Agent was very kind and helpful

Cheryl is an excellent agent and always goes the extra mile to ensure that my travel is completed correctly and with my desires in mind.

Cruises.com was happy to take the booking but completely unwilling to help with a simple customer service issue afterward. My father accidentally selected excursion credit instead of onboard spending credit, and we contacted them right away asking for a simple transfer of the SAME promotional value.

My parents are elderly and will not even be using excursions, meaning the credit will likely go to waste entirely. Despite explaining this multiple times, customer service kept repeating “nothing can be done” with zero effort to help or escalate the issue.

Policies are one thing, but good companies also use common sense and basic customer care. This experience left a very negative impression.

Tara at extension 35964 was unbelievably helpful! She found the best rate for us and adjoining rooms for me and my kids. I can't thank her enough. She also had knowledge of everything else that I asked her. It was almost a She also had knowledge of everything else I that I asked her. It was almost a two hour conversation and she was patient with me the entire time. and I will definitely call her again to book my next cruise through cruises.com. Thank you Tara for all of your insight, tips, and expertise!