A pair of cruise YouTubers say they were banned from Margaritaville at Sea after publishing a viral negative review, raising questions about how cruise lines handle criticism from independent creators.
The creators behind the channel Travel Spree on YouTube said they first encountered the issue while attempting to book another cruise with Margaritaville at Sea online.
“We entered our full names, all the information… and a message popped up saying we couldn’t proceed and needed to contact customer support,” they said.
After attempting multiple sailings and different ships, the same error message continued to appear. However, when they tested the system using a different name, the booking process worked without issue.
The discrepancy led them to contact customer support for clarification. Eventually, the couple was told by Margaritaville at Sea that they were banned from the cruise line. When asked what the reason behind the decision was, the cruise line confirmed it was due to a negative review posted by the YouTubers.
A viral review and its aftermath
Travel Spree first drew widespread attention in 2023 after publishing videos about their experience on Margaritaville at Sea’s original ship. While the videos performed well on YouTube, a TikTok clip from the same trip reached a significantly larger audience.
“It went very viral… around 10 million views,” they said. In the TikTok, Travel Spree highlighted some of the less-than-aesthetic moments they experienced on Margaritaville at Sea, using a trending audio that typically accompanies awkward or underwhelming experiences.
The video circulated widely across social media platforms and led to additional media attention for the YouTubers. It gained over 800k likes and nearly 30k comments.
The couple even had Business Insider reach out to interview them. The article begins by chronicling the couples’ experience onboard:
“A trash can full of used toilet paper, a rusted shower drain, and an unusual smell wafting through the cabin. If there was a ‘Spirit Airlines’ in the ocean, the Margaritaville at Sea Paradise cruise might be it, TikTok users said, after travel content creators Laura Notarnicola and John Fain posted a clip on Thursday of their two-night cruise to the Bahamas.
The video… features a botched version of the “Home Alone” main theme, showcasing the Jimmy Buffet-themed ship’s features, empty decks, and margaritas.”
Travel Spree clarified they paid for the cruise themselves and were not invited onboard as part of a media partnership.
In the weeks following the video’s popularity, the ship later entered dry dock for renovations. The creators noted the timing was interesting, but said they could not draw any direct connection to their viral criticism.
‘Guest locked’ from booking
The creators said they recently wanted to revisit the brand by booking a sailing on its newer ship, Islander, in part to see whether the experience had improved.
“We wanted to give it a fair shot… our audience wants to know what it’s like now,” they said.
After being unable to book online, they contacted customer support directly. During the call, a representative reportedly confirmed there was a restriction on their account.
“The system shows me this is a guest locked… you’re not allowed to board a cruise,” the representative said, according to a recording shared by the creators. When asked for further clarification, the agent referenced prior feedback tied to the account.
The representative stated, “It’s only mentioned something about… bad reviews.”
The response appeared to confirm the creators’ earlier suspicion. “So basically, because we didn’t have a good experience, they blocked us from getting on the ship again,” they said.
‘We’re not upset—just surprised’
Despite the outcome, Travel Spree emphasized they are not angry with the cruise line and acknowledged their role in the situation.
“We’re not trying to play the victims here… we take accountability,” they said. “We made a video. It got a result.”
They described their content as a reflection of their actual experience.
“We just showed you guys what our real experience was,” they said. However, the long-term impact of that review came as a surprise.
“I never realized that being so honest in a review could actually get you banned from a cruise line. That is what blows my mind.”
The creators said they had hoped to evaluate the cruise line’s newer ships with a fresh perspective.
“I was hoping to try the new one to see if it was any different.”
Viewers question cruise line’s handling of criticism
The recent YouTube video quickly gained traction, drawing more than 20,000 views within hours of being posted and generating hundreds of comments from viewers.
Much of the response was critical of Margaritaville at Sea’s handling of the situation. Many commenters described the decision as “petty” and “bad business,” with several suggesting the cruise line missed an opportunity to rebuild its reputation by inviting the creators back for a second review.
“They should have called you and got some extra feedback… then invite you back for another try,” one viewer wrote.
Others said the situation changed their perception of the brand. Some indicated they would reconsider booking with the cruise line altogether, arguing that penalizing negative feedback raised concerns about transparency.
“So this means you can’t trust good reviews… because they punish bad ones,” another commenter wrote.
At the same time, support for Travel Spree was overwhelmingly positive. Many viewers praised the creators for being honest and consistent in their reviews, with some noting that their original Margaritaville videos were what first drew them to the channel.
“I appreciate y’all being super honest… that’s why I watch,” one commenter said.
Several viewers also pointed out that the decision could have unintended consequences for the cruise line, particularly given the creators’ audience size. Some argued that restricting access after a negative review may ultimately generate more attention than the original criticism itself.
“The worst thing you can do is block someone with a platform… now it becomes a bigger PR issue,” one comment read.
The implications for cruise lines and creators
For now, Travel Spree says there are no hard feelings toward the cruise line, despite the situation. “We’re not mad at them… there’s no hard feelings,” they said.
At the same time, the creators acknowledged the reality of publishing content online and the potential consequences that can follow.
“People are real behind the camera… things you say do still have weight,” they said. “That’s one of the things you have to deal with when you do what we do.”
However, they suggested the situation could have been handled differently, particularly given the opportunity to revisit the brand after updates were made.
“If I was a business… I would’ve reached out,” they said. “Let’s bring them back and give it another shot.”
Despite being blocked from booking, Travel Spree said they would still be open to returning in the future if given the opportunity.
“We’d still like to go on the Islander… we’d still like to try the new ships,” they said.
For now, however, the creators say they are unable to do so, leaving their original review as their only firsthand experience with the cruise line.
