Costa Luminosa trans-Atlantic Dec 2 - 20, 2014. A very disappointing cruise. Before the cruise we understood the drink packages were confusing and that was true. Water was not available in the dining room unless you bought a water package or brought your own bottle that you may have been able to fill during the breakfast or lunch hours at the buffet. Also cocktails or specialty coffee drinks were not available in the dining room even if you had purchased the drink package. Passengers had to obtain the drink or coffee at one of the available bars. So the evening meal had passengers carrying their own bottles or glasses which can be difficult while cruising, and the dining room became more of a buffet looking experience rather than a place to be waited on. For the most part the food was below expectations and the service was very slow. Often the entertainment in the dining room happened before the entrees arrived. The most memorable part of the entire time was the lines. Two hours for embarkation and 3 hours for disembarkation is excessive. Every port stop also had lines even at the quay side ports. Watching the staff stopping reembarking passengers while crew disembarked, or stopping the entire process to watch passengers with disabilities struggling up or down gangways with no help from Costa was very disturbing. If there were any service issues, Costa staff was not interested in resolving them. It took a service manager to do any correction. It got very old to hear "not our policy" from the staff. I also noticed a lack of concern or interest in any issues raised by an American on this cruise. The bias of the staff was very evident during the 3 hour disembarkation. When you purchase suite accommodations, an expectation of service goes with it. Costa did not deliver. We had a cruise on Costa Magica in 2006 will no issues, and have traveled on 40+ cruises by Carnival, NCL, RCCL, Oceania, Viking and Uniworld lines. We will never cruise Costa again.