Liberty of the Seas Review

4.0 / 5.0
2,647 reviews

Lost luggage/poor customer service/too much time spent at guest services

Review for the Western Caribbean Cruise on Liberty of the Seas
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agomez
6-10 Cruises • Age 40s

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Sail Date: Jan 2015
Cabin: Interior Stateroom
Traveled with children

I talked yesterday to the cruise line about a follow up that was never done on our lost luggage. It seems that the report was never recorded and therefore nothing was done to further remedy this situation. I find it terrible practice of RCCL to not follow up to ensure customer satisfaction. We were very distraught over the entire situation and how it was handled on the cruise ship. We had a very BAD experience that started with the booking and being charged 3 times for the cruise which resulted in many phone calls to unfreeze our credit card and erase charges, ones RCCL charged but could not figure out how or why? All through the cruise we wasted countless hours reexplaining our situation (lost luggage) to new employees, missing out on numerous activities to enjoy our "expensive to us" vacation. Although the manager attempted to appease us with an upgraded stateroom and onshore shopping money, we still had issues with laundry, not enough clothing for our 2 children, need of diapers and wipes, keys not issued correctly, and incorrect charges to our stateroom that required multiple trips for resolution. We were told we were to meet with the manager and we wasted our morning waiting for her to find she was stuck in a meeting and having to re explain what was going on and what we needed to employees all over again. They required us to check back in with them or wait for a call in our room at a certain time in which the call only came hours later and more time wasted in our stateroom or at the front desk as we were trying to comply with their requests of us to get this resolved, once again having to reexplain our situation. We finally met with The Manager on the final day of our cruise that resulted in another lost day with our family discussing with her how this has been a cluster of disorganization and beyond disappointing cruise. See we were on cruise with 16 people for a 40th birthday celebration. We had to put my 3 children in paid childcare or adventure club each day to be able to focus on the front desk trying get answers or complying with their requests. We missed out on birthday celebrations, late night entertainment, and daytime activities with our children. When I look back I don't have pictures with my family, or fun memories with my sister, or even my husband. We look back and see all the time we were at the front desk reexplaining our situation and trying to get answers, my dad (our travel agent) spending his time laundering our clothes and moving our stateroom for us, and my children with no clothes, swimsuits or diapers. The manager said they searched hi and low and across multiple cruise lines and back at the port. She apologized and offered us what she could. She said she would file the report and that someone would follow up with us in 2 weeks. She offered my dad , our travel agent, a 20% off his next cruise. She said she was putting in her report to recommend that RCCL to do everything they can to recreate the experience we missed out on for out family of 5 this vacation. We have yet to hear back from RCCL and there has been no follow up. Although my dad, our travel agent, did receive his voucher for 20% off. We are very upset that we have not been contacted. We feel this is the cherry on top of our terrible experience. We have had to argue with the cruise line to get any resolution and have always had to be the proactive ones. If we didn't say anything or follow up, nothing would have been done. We are still waiting on a follow up as they are looking into why the paperwork has not been received even though we have sent out copy. On top of the lost luggage and poor customer service/communication, we also experienced broken down buses on our belize excursion resulting in being late back to the ship (4 buses, last breaking down at graveyard). Our excursion in Mexico, although we enjoyed our time, was misrepresented in description as we thought our family would be able to be together swimming and playing on shore but the swimming and snorkeling were in 2 separate areas resulting in having to be split up.

We do believe that our experience was unique and not consistent with what everyone would experience on the cruise ship, however, the communication, lack of follow through or follow up on many different issues is something everyone may experience. We feel that the customer service was well below expectations, across the board. Beginning with booking,customer support from home, luggage check in, on board customer service, managers support and follow through, and final the lost luggage department at corporate. From beginning to end, we have not been communicated with and this still has not been resolved. and paperwork has not been filed accordingly. We can only hope that with our experience we can hopefully inspire change in RCCL's service and procedure to prevent this from happening to another family that saved for many years to give their family a vacation to remember.

Cabin Review

Interior Stateroom

Cabin K

Cabin was very typical. We were upgraded due to circumstances out of our control and we ended up in cabin 8414 a family suite. The cabin we were upgraded to was fabulous

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