We have taken an annual cruise for the last 3 years, every time with Royal Caribbean as a result of the benefits of the loyalty program, the ease of port accessibility and most specifically the quality of the dining room and food services staff. Having a food allergy dining services is important and RCL's dining services is seen to be the best on any of the cruise lines.
Unfortunately, dining can only account for so much when incompetence, negligence and a sheer disregard for health and well being comes in to play.
Within the first few hours of our so-called vacation we noticed our sheets were filthy upon arriving in the room. We informed the housekeeper and she replaced the bedding. It was still dirty with notable yellow stains on the pillow cases. We went to guest services and on the third attempt it looked ok for that day (there were yellow stains all over the sheets with hair everywhere).
The following day we had more issues of the same nature and guest services sent the supervisor to change the linens. The pillows were filthy and the supervisor said he changed strictly one bed sheet as we had not specifically stated that every piece of linen needed to be changed. He said to get ALL linens changed we had to specifically request every item by name. Again, they sent someone to change the linens and we came back to what looked to be blood stains on the pillow cases. At this point we were fed up so we asked the housekeeper for a pillow case. She pulled it right off the cart and hair fell out of it- apparently there's an issue with their cleaning on board! We gave all the items to guest services. The deck supervisor came to speak with us and did not even apologize nor seem alarmed. We had recurring issue with dirty pillowcases, sheets containing hair, dirty cups not being replaced, the shower not being cleaned and towels picked up directly off the floor and placed back onto the rack- which I can understand a mistake but picking up towels directly off the floor and placing them back on the rack was NOT a mistake.We marked the towels with pen (in a way not to ruin them) as we did not think they were being changed and placed them on the floor... sure enough those same towels were placed nicely folded, back on the rack. Disgusting!!
We also try to choose our room specifically to be away from as much noise as possible. Starting after midnight, loud music came through our walls from the theater (and we had an early excursion). The crew put together a talent show. The music was loud enough that you could sing along to several songs until early hours of the morning!I understand team moral but not at the expense and comfort of a paying customer.
During our cruise, after speaking with guest services daily and multiple times per day at that, the deck supervisor (who could care less), the executive housekeeping assistant, and the guest relations manager, we wrote a five page letter submitting it to the Crown and Anchor Loyalty Program employee on staff, the hotel director, and the guest services manager of the Enchantment of the Seas, to which we did not receive a single word or reply from.
We were offered a 25% credit towards a future cruise though, but after this experience that is not acceptable.Upon informing the guest services manager that this was not good enough and our vacation was ruined, she requested a return of the letter stating we would get this credit and told me she would inform the hotel director of that information. We received no further contact of any form from either the hotel director or the guest services manager.
Upon returning to the states we called the Crown and Anchor to discuss what happened. They said there was nothing they could do and told us to speak with Customer Service. We then talked to customer service and they said because we "refused" the credit on board the ship that there was nothing further they could do and they would "escalate" our concerns to their "escalations department". We are not given a phone number for the escalations department and there is no way to reach them once so ever! You have to wait 3-5 BUSINESS WEEKS, not days, WEEKS for someone to call you back (if they call you back). Great customer service from Royal Caribbean. Just beware!!!
In addition to the sanitary issues on the ship, this ship is also in need of major repairs!! A lot of the doors to public areas (electric open) do NOT work. They have to be pried open and are EXTREMELY heavy! If you are handicap you will have major issues. Due to this, near the pool/windjammers it creates almost a wind-tunnel and the sound is SO loud you can hear it 2 decks down and 10 rooms over. The beams creak so loudly (maintenance said there is nothing they can do)you think the ceiling may fall in any moment. There were major plumbing issues, air conditioner issues (sounded like a helicopter)- we had some issues with this and maintenance suggested removing the cover in our room and leaving the whole unit exposed (in my opinion it would not be safe nor appropriate). One night it was so bad the emergency lighting system even came on! The drawers all slide in and out as the ship moves as does the TV. The games on board are all missing pieces to the point it is hard to even play a full game. The activities on board were all directed towards elderly people- "look 10 years younger, wrinkle prevention, etc" not for younger couples. A lot of excursions were also cancelled. We have been on Norweigan, Princess, and Carnival before, and this ranks WAYYYYY below Carnival on ANY day of the week. You will be thoroughly disappointed if you book this cruise. I would look for another cruise line even if the price or location looks good!