MSC Divina Review

4.0 / 5.0
1,913 reviews

Customer Service?

Review for the Western Caribbean Cruise on MSC Divina
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ddv60
10+ Cruises • Age 60s

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Embarkation
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Sail Date: Sep 2014

The MSC Divina is a beautiful ship, doubt about it but the staff and services have a long way to go to compete with the big boys. They have a lot to learn about friendly customer service.

Embarkation went very well and the staff was helpful and friendly. However the terminal is one of the older ones and looks it. As you enter the ship there was a line of butlers waiting for the MSC Yacht Club guests and not one said hello, smiled or made eye contact. This was the case with 98% of the staff the entire cruise! The staff is either horribly unhappy, mistreated, intimidated or don't know what customer service is. The activities are few and pretty stand like napkin folding and bingo which some sessions were held on the pool deck which caused a major crowd if you were trying to relax either in the sun or at a table in the shade. The food was mediocre at best. The buffets offered again the standards. The evening dining selections were many but the quality was blah! I would rather have fewer selections with better quality. Such as the steak on the alternate menu was a minute steak about at 1/4 thick and always well done. What was offered as filet was actually roast beef and all were covered in gravy. I expected the Italian food to be outstanding but was sadly disappointed. The bread was good, the lobster was good but nothing else on the plate. The best steak we had to pay extra for. The specialty restaurants are a la carte, $20 for the entree and $3 for sides. I did like that they offered late night snacks besides pizza.

The shows were the best part of the cruise. Wonderful costumes and talent. The casino was very disappointing. The staff was especially unhelpful, unfriendly almost to the point of being rude. Forget about winning anything on the slots. You either have to play the minimum bet and get a minimum payout or play max and maybe get a hundred bucks. The dealers rarely smile or interact with the players. It was not an inviting or exciting experience. The casino was pretty empty most of the time which should be an indicator to management that all is not well.

Cabin Review

The cabin was nicely appointed but the balcony was tiny. The life boats are located on deck five so you can't look straight down into the water only out over the boats. This may be helpful to keep people from jumping overboard but it doesn't do much for the balcony experience. The storage was challenging. Although there are 6 drawers they are tiny and a better use of the space would have been to just use open shelves. The TV lacked any direction. We couldn't get it off Spanish and Spanish channels the entire trip. The phone for wake up calls was just the same lacked direction. The bath however was nice and large. Our cabin had a tub which would have been wonderful if the curtain wasn't 4 inches too long and blocking the drain constantly. No bar soap only a dispenser and ours didn't work. Had to use the shower gel from the tub to wash up at the sink. The room was none too clean. Dirt behind the bathroom door and corners. Mirror in the main cabin was so dusty I had to clean it myself and do yourself a favor don't look under the bed if you like a really clean room. We had a light out in the room and the door to the bathroom screeched when you opened and closed it. These two issues and the non working soap dispenser were reported to our cabin attendant who barely understood English. Two of the three issues were fixed.

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