MSC Divina Cruise Review by Strollennoland: floating nightmare
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adjective, rud·er, rud·est.
discourteous or impolite, especially in a deliberate way: a rude reply.
without culture, learning, or refinement: rude, illiterate peasants.
rough in manners or behavior; unmannerly; uncouth.
I start this article with the definition as it sums up the entire experience on the MSC Nov 23 -30 from Miami. I'm going to include some points that will save you a lot of headache if you have already booked and if you haven't please rethink wasting a week of your life and vacation time until hey work out some efficiency and organization, first non of the staff was on the same page and gave completely different information from the same company.
First your travel agent doesn't have to book your excursions or drink packages or spa treatments and she probably doesn't know how. MSC will tell you she book it then they will say you book it , I finally sent he travel More agent the form and she said she had never been informed on how to book them nor did she have the form. I wasted a lot of time on calls to MSC with staff that was uninformed and un trained and with out up to date information . and even if you find the pancakes nether the travel agent or MSC was able to explain the differences in pre book drinks packages , and the spa treatments have names but not descriptions for example one large packaged included a aura relax but doesn't even explain that its a body scrub and body peel which no one may want to have after 4 days in the sun, so those details are not available, here is the link to the drink and spa packages to order your self if you can get no one to help you after phone call after phone call and wasted time.https://msccruisesgetforms.com/forms/specialservicesrequest.aspx
Additionally if you are trying to book your reservations for the specialty restaurants you may call then they will tell you to book them on board then they will tell you when you call back that you need to book them a week in advance before the cruise. When on board if you need to do self assist you will need to stand in the customer service lie and give them your flight departures you will also need to fill out forms and do 5 follow up calls and go to the desk talk to someone and then do additional request and still they wont have your flight information or self assist information in the system even thought u went down there dropped the forms off stood in line three times to make sure it was done and finally when you get ready to depart on the final day you will stand in a hot room full f hundreds of people at the back of the boat and there will be no flow of air and you may get heat stroke and no water is even provided for guests.
Dinner and Buffet service There were way to many people on this boat for good customer service there was a lot of very upset people no bread no water .we sat at our table many times for 25-30 minutes with out water or even a drink order being taken it took 2.5 hrs food didnt come fro 45 minutes .to get our dinners and the buffet was always a complete mess with no flow of walking passage ways were blocked with people , they needed way more selection and different themed nights and those listed on the daily Mexican Chinese's etc but the basic staples not even nachos easy cheap and could easily be added hamburger bar ,Okay thanks giving was the worst iv ever had , They actually served sweet potato French fries .no candied yams no cranberries no green beans no mashed potatoes it was big let down and the buffet should have been spectacular fro this not even pumpkin pie. don't expect any thing I f u go for thanks giving ,, the flow at the buffet was not thought out as there was many area you cannot even pass by so you couldn't pass people with wheel chairs and scooters had a very difficult time and had to honk there little horns ,, but I saw them walking up and down stairs( ready to break into jumping jacks) at other times as if they were fine ,I have no idea if they had any problems at all but got a cart because they were sick of the crowds discussing he situation with staff they couldn't wait to get off the boat and they said there was way to many people on the boat themselves. passengers ere upset they were rude to each other they were rude to staff then in turn staff was just rude rude we had friends of 85 that booked 6 months in advance in a group and had wanted to be seated together they were seated scattered even when the request was clear , when they were at there dinner they could not order additional items this is not customer service they should be able to eat what they wan t and as much as they want even at dinner service if they want two lobster get it , other cruise lines do not say no u can not have a steak and additional order of main course, they could not sit together they could not get good service and the waiters had attitude when we waited a hr fro food or food came out wrong they actually said it wasn't there fault that they brought what was not ordered . u cant get a drink order you cannot get a cappuccino seriously its just too much to ask them when they cant even do what they need tto be doing then they would have to run down the hall to do it , you need to send cocktail waitresses up there during dinner if u have to. Its ridiculous to sit there with bread and no water and not even a glass of wine 30 minutes , forget it dinning room was a complete night mare ( at least play piano music to calm the mad guests )and they are understaffed to the point that everyone's meals were upset it was extremely poor service and aggravation ,if you are looking fro relaxation and comfort this is not the cruise for you We literally need a vacation after this night mare ,its constant aggravations the first day on the daily they should list in the 5 languages how to communicate with our allow passengers and staff, hello please thank you excuse me may I ,thank u , just common curtsy is thrown out the door by not only fellow passengers who pushed to the front of lines but employees on the ship , my friend went to do karaoke in the lounge and the guy at the counter wouldn't even allow her to borrow his pen to write a song for the piano player even after saying shoe would just stay there in front of hi for one minute he said NO this is my pen
There a solarium that you can pay for private deck n kids but its exactly next to the kids area, its like walking through chucky cheese to get to your area not good placement .if youo needa towl you will need your card and being given a small recipt for your towl that you will need to keep o return your towl wich is not even sensible to have to keep track of a stupid piece ofpaper , ya paper and water don't mix why they just don't gve u towls in your state roma nd exchange them for clean ones on deck or going off port makes no sense and if they are not there when u leave or Friday night when they check the mini bars then you are charges is simple but u need to carry a little receipt with u and along with multiple paper for coupons for the drink packages ,I bought on package and it was actually cheaper on the boat but u have the 15 percent fee added on board , where is the efficiency and organization who thought of this , its makes no sense and wastes time of people and employees stapling his prepare to the bill , when a customer boards this credit prepaid should be automatically loaded to card and deducted as swiped and used. other wise you just plan on constantly carrying g drink coupon books with you constantly .
forget about getting a chair in the sun or even at lunch ,if your steward isn't around you will never get a hold of him my husband and I counted 25 times I had to call to the reception guest services and was hung up on waiting o get answers and assistance I needed a extra blanket but forget it because there switch board etc is complete understaffed and u have o call them to get your steward jut wasting more of my vacation time it was nothing like I have ever seen before or experienced I just kept thinking I cant believe I actually wasted a week of my life and paid for this cruise and the flights to get here when im on a floating night mare many many customers were upset .if some0ne was to make a horror movie about the ship from hell it would have been this cruise
I had enough m husband had enough the only refuge was the spa now I don't have enough good things to say about the sa I had prebooked a big package 4 treatment and tipped well my husband purchased two massages and a facial , Gail the spa director was wonderful , the only problem we had there was a rude girl on the phone when I called down and she kept telling me she spoke English but not well enough to care that I anted the spa director to call me back I clearly asked to speak with someone else 6 times she said no I couldn't believe it when we had spent so much money in the spa. but again horrible customer service .. if Gail is not aware of who this person was she should know the spa director wil leb big success on this crusie line as after dealing ith all the other rude staff u will need to distress from the boat night mare ,,, additionally it looks like she is doing a great job .
our stateroom was always immaculate but not like the photo in red its blue ,and we had a metal balcony and were very disappointed as wee booked a balcony and never expected this metal rail instead of seeing he water massive disappointment as I made it clear that's why we booked and to sit out side eat breakfast and look at a metal wall no to look at the water , but we heard there were no more rooms to change to even though I had a letter from my agent saying our view would not be obstructed view it was I shouldn't have to stand up t look out at the water when I clearly requested this specifically o sit and view the water and it was confirmed we would not have a obstructed view yes I consider this no9t what we were guaranteed. the theater shows the best I've seen especially eh pirates of the Caribbean show but im partial for reasons but as many cruises as I've taken this was the worst flo0w and efficiently just common sense im in the hospitality industry and organization staff meetings and updates apparently are not taking place , this boat should have come into this port overstaffed to get good reviews and to get things in order because the staff on board already wants to get off the boat and couldn't wait to get off it. at every port we just wished we could stay because we couldn't stand the thought of what a night mare cruise this was nothing relaxing about t not one single person past the steward and spa made us feel like they cared the least bit about having o go out of there way t gain new customers instead they couldn't be inconvenience and gave snide remarks and rude gestures rolling eyes and never once saying im sorry this must be frustrating let me see what I can do the majority of the time even when we tried to talk to someone they said someone would call us back no one called back then when the someone finally did I was laying down and she even cut me short and was rude, I hear that u are thinking yu are entitled to this and that, what you don't handle customers like that ???????I have no idea where you learned customer service but you are loosing customers fro msc not gaining happy clients, yes that's what she said when we attempted to explain how our meals took 2,5 hrs and I specially clearly said I do not want the matradee coming over he came over and said I heard u were complaining which is the worst way to handle a customer or make someone happy its rude to approach someone who is making request and do that there are other ways to approach the issue, the matradee ended up trying o help us butt he meals took way to long and not once when there was a special desert was it announced wee just sa there with no water no answer to why we were waiting 25 minutes they should have said to night we have a special desert and make the announcement or the waiter tells the table at the beginning of the m3eal to night we have baked Alaskan or tiramisu if you would like some thing else this ifs fine but is this desert okay with every one we could not believe we waited for that we could have left the restaurant or they could have actually already served the desert we actually wanted its like showing up late for dinner which is actually rude m you ar in fact saying im more important im superior well that's what this cruise line doesn't treated us with disrespect and wasted our vacation time .repeatedly having o do follow ups on requests that were clear. and being gi8ven the wrong information by your own staff that is not properly trained in customer service or information updates ,
this cruise had many passengers from Europe on it , they are familiar with the cruise line name .and coming to the states the name then becomes know to Americans and when they make there travel choices to travel the Mediterranean or Europe with a good reputation and good service would choose MSC, this is one reason we chose the is cruise lien to see if we would use in Europe or recommend to to clients,, seriously no . we deserve refund it like we paid you to use us as Ginny pig to see how bad you ca treat your customers befo9re they want to jump overboard .deserve a refund. it was like I paid MSC to torture us a week to be there Ginny pig this week to see how far they can push there paying customers before they jump over board Less
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