Just experienced the WORST disembarkation ever! We just got off the Brilliance of the sea in Puerto Rico and am so disgusted at the way we and all other non US citizens were treated. I and the other 15 people in my group will NEVER take another RCL cruise. I never thought I would say that after 15 years of dedication to the RCL line.
We were advised at 830am that the power was down in the terminal. By 9am we were told that everything was now fine. We were scheduled to disembark at 945 am. At that time we we were told that they were running 40 minutes late. At 1020 we were advised that all US citizens were permitted to disembark but all non US citizens could not. At 1045 we were announced to offload. Once on the deck we were not allowed to get off the ship, 15 minutes later we were offloaded to the terminal where we remained for the next 2.5 hours.
No water no power and over 200 people were corralled into a warehouse area. There was still no power ! no water no toilet no chairs for an elderly man of 90 on a turn around. Several requests to get him a chair were ignored by both port and ship staff. All staff have blown off all inquiries. Demands for assistance started at 1145. i Spoke to 2 white shirts 2 children's staff. 2 black shirts and one shore staff with absolutely no response.
i Phoned the emergency number and got no assistance there either. I requested my complaint be documented and was told it wouldn't be. There had been no help no water no air movement. Staff unwilling to assist. There was no staff in holding area at all. We went looking for them. We found out from a senior cruiser that the captain was aware of the power outage at 0400hrs. He should have made other arrangements for disembarkation. There were no emergency measures taken what so ever. There was no Sr staff presence at all. Even though we demanded to see a Sr officer and be given an explanation of why we were being treated so poorly.
1247. They have now decided to put thru manually ( something that should have been done immediately. after all, how did those non Americans with early flight reservations get thru?
Requested for chair and was ignored by staff for 90 yr old man.
Mohamed. White shirt.the only man who was sent to us. He was truly fed to the wolves by Sr staff, who should have been the ones dealing with the situation. No one in authority showed up. No one gave us an explanation and it was very clear that we were no longer their problem now that we were off the ship. We were now in no mans land!
Mohamed Escorted the old man thru customs to reboard the ship after we let him go in front of all of us in the queue.i
Port staff ignored requests.Although they are all wearing rccl shirt but do not offer any assistance, and state they have nothing to do with the ship. No water ever arrived. No staff offered assistance. Mohamed offered apologies. But it should have been officers down here doing something. No sign of any officer.
1pm. Finally thru customs.
I am done with RCL and I will never again support this cruiseline!!! I am sure that there will be at least 200 others who feel the same way and will make the same complaints.
The ship's staff will all be trained in emergency preparedness, this should have been considered an emergent situation. There was zero communication, no water or bathrooms available for 200 people in a hot, humid warehouse. These should have been the first steps taken to avoid any medical emergencies. They failed this simple test of what could have been a serious incident. The one thing that could have been done was simple communication, they shoved us off the boat and just left us crammed in the hot building. No one at all from the port or the ship let the customers know what was happening, this would here gone a long way and would probably have prevented this rant. This was a disgusting way to treat their customers. It was enough to ruin our group vacation!