Crown Princess Cruise Review by Sasha1146: Where was the customer service?
Member Since 2013
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Where was the customer service?
My husband is severely disabled and uses a mobility scooter to get around. I discussed this with the TA prior to making our booking to ensure that his scooter would get through the cabin door without the need for a disabled cabin. We were assured there would be plenty of room having provided them with the dimensions.This is the first time we have cruised on a large ship - normally cruise with approx 1800-2000 passengers, whereas, Crown Princess had 3159 passengers onboard for this cruise.
On all previous cruises we have embarked at the Mayflower Terminal but this one embarked at a different terminal and we had a long wait with the car until we were called along to remove our luggage. Porters were available but I was asked to remove our luggage (being disabled didn't matter!) We struggled along to the terminal with our hand luggage and suit/dresses and waited again in a long queue to be checked in with passports/boarding passes etc before moving along to the security process. More Once again we were met with long queue's but being disabled we were asked to move into a different queue. However, some other people followed us who were not disabled (clearly saying they are not prepared to wait in the other queue) and this was not properly marshalled. Upon placing our personal items on the conveyor belt I was asked to remove my shoes whilst my husband was asked to remove his coat. Security staff had no empathy with our circumstances and I became distressed from witnessing my husband's difficulties with their requests.At this point the passengers behind me were complaining about the process and queue's and we were rushed through uncourteously leaving me in tears in the terminal. I asked repeatedly to speak to a manager and several staff approached me but made excuses of time constraints/carrier's problem and said get onboard and have a drink!!!
We eventually got onboard two and half hours later which is disgusting amount of time compared to our other cruise experiences.
I immediately went to the reception to complain of our experience and it apeared to fall on deaf ears through a language barrier.
We proceeded to our cabin only to find that the scooter had approximately quarter of inch gap either side and we struggled to get the scooter in/out on each occasion. We were on Lido deck with a balcony and the room didnot leave any space once the scooter was inside causing additional mobility problems for my husband throughout the duration.
Although we have cruised before many times we have always been on English ships and with so many things to think about, we had overlooked the adaptor required to recharge the scooter, phones etc. I telephoned reception to ask where the socket points were situated and was told behind the bed!!! How on earth they expect a disabled passenger to pull out the bed to access an electrical point is beyond me but when a crew member came to assist us, he could not locate one other than the one by the dressing table, which we had been advised not to use as it would blow our equipment up. Seems to me like this ship is NOT wheelchair.scooter friendly both in terms of cabin access unless you request a disabled cabin or in the buffet area's as it becomes too crowded and crew members tell you to get up earlier!!! I do not appreciate being told what time to get up or eat on holiday and this experience was by no means relaxing. We purchased an adaptor from the shop onboard but they sold us the wrong one! Eventually, reception staff provided one but not before they got me to sign a receipt for 20$ incase I didn't return it.
I removed the 15% gratuities from my bill early on, although you cannot remove them from the bar tabs but I tipped those that I felt deserved it.
Food in the buffet (Horizon Court) and regular dining room was repetitive and I wasn't prepared to pay additional cover fees to dine elsewhere onboard.
This was booked as a special Anniversary cruise to celebrate our Silver Wedding Anniversary and we had inquired if we could renew our vows onboard - we were told that because it wasn't 7 days or more this was not possible, the captain would be too busy. However, I found out that there was going to be a wedding onboard and the captain would be doing the ceremony. Double standards in my opinion. Nothing against the bride and groom, but Princess cruises should explain properly to their customers to avoid disappointment. I can only presume there is more revenue in a wedding than renewal of vows?
We didn't go ashore as we felt the experience wouldn't be a good one and disembarkation was as frustrating as getting onboard - never have I been so relieved to get home as we were from this holiday.
Entertainment: Magician/comedian Philip Hitchcock - average, nothing to write home about
Comedian - Mickey Zane - excellent performance(s) 2 different shows - good content.
I don't feel this was value for money and I don't think the level of customer service was that impressive considering it is an American ship.
Not surprising - we won't be cruising with them again. Less
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