If only I could rate 0 stars! Never before have encountered such a useless, incompetent organisation. On the 3rd April following Royal Caribbean cancellation of our cruise (3rd May 7 nights) I requested through Iglu a full refund. The 90 day time stated I accepted as the refund would have to come from Royal Caribbean to Iglu before being past onto us, with the pre-booked excursions being directly refunded from Royal Caribbean. Throughout May and June 3 random amounts of money were drip fed directly from Royal Caribbean into my bank account. When I again contacted Iglu (22nd June) to ask why this occurring, they were horrified that Royal Caribbean were refunding me directly, as it meant no monies were being past through Iglu. Acknowledging that there was still an outstanding amount to be refunded, Iglu again insisted on yet further time to pay (around 30 days), and this time the outstanding monies would be refunded via themselves. To date this has taken 17 weeks, and we are still awaiting a further amount of £583.72. Iglu's own website states that Royal Caribbean refunds will be completed in 45 days. Contacting Iglu is extremely hard work, unanswered emails (via their website as no direct customer service email), limited opening hours coupled with long telephone waits only for their staff to read through the notes and throw out empty assurances that your concerns (in this case refund) will be looked into. There is little evidence of any drive from Iglu to pursue these cruise companies hard for a prompt and full customer refund. I echo what others have said, in the case of Iglu / Royal Caribbean the customer is the last link in the chain, despite personal hardships under these difficult times, refunds are being withheld to keep these incompetent companies afloat. I urge everyone who reads these reviews, NEVER EVER BOOK THROUGH IGLU, THEY DESERVE TO FAIL!