We have been on quite a few cruises including Oceania, Princess, Carnival and the latest Royal Caribbean.
Due to 2 mechanical failures our flight did not leave until 9:30 PM from BUF. We tried to make it to MCO with no help from the airline. When we finally caught up to Freedom of The Seas in St. Thomas (2:00PM) the way we were treated on the gangway was completely unprofessional and very rude. We were told we had to wait for Customer Relations to come and get us to 'wisk' up through security. I am sure everyone is aware of The Golden Rule - treating others as you wish to be treated. I thought for sure that Royal Caribbean were
People-centric and had great customer service based on information my
friends provided to me to book with Royal. This wasn't near what we nor the
other couple we met up with at the airport and travelled with received. After paying almost double for our vacation that was now cut in half, Royal Caribbean was not empathetic at all, in fact they were very unprofessional. I don't understand how 3 security staff members can make it out to the gang way but no customer relations person can came for almost 2 hours to take us through security. Once again when she finally did arrive, the representative was stoned faced and not welcoming at all. She did not want to hear nor responded to anything we tried to ask her.
Needless to say all the effort and money we spent to try to enjoy our last 3 days at sea (at double the price now) was not impressive. Then we waited another hour to speak to the assistant manager of customer relations (now 5:00PM)who did very little. We were insulted how he handled the situation. We had to ask him to remove the first 3 days of our premium drink package. He said he would look into it and see what he could do and did not even to offer to cover the rest of the 3 days at sea. He offered us a $20 meal voucher in one of the dining rooms and sent the four of us a bottle of wine (which only 1 of us drank some of it). I did see a credit on our room cabin but I do not know when or how the credit will be applied. Once again front desk was vague when I asked the question.
The ships interior itself is impressive. Very large and spacious. Never felt crowded on the ship. Food in the dining was very good and so was the service. Rooms were like any other ship except Oceania of course. They supply only shampoo and conditioner, so very basic. A lower end cruise line offered more inroom amenities. I am thinking the drink package would be worth the value even if you just had 4 drinks per day due to the price of the cocktails.
In conclusion based on the treatment from Customer Relations we doubt we will ever go on another Royal Caribbean ship. People have alot of choices who to travel with and Royal seemed like it didn't matter to them. We are only a mere .0000001% or less of their customer base so basically they don't care. Our friends went through a worst situation being told they had cancelled their reservation even though they were on the phone the same time as we were. Security had the energy to argue for hours about this rather than trying to make things right. Because of the staff's incompatantcy we were all treated as though we were trying to get on the ship for free, when in fact we paid double for our vacation after additional flights and accomodations. Worst treatment we received ever in during our travels of over 30 years!!