Imagine that you're returning from a lovely excursion in Cozumel and upon reentry to your cruise ship, your sea pass causes the crew-member to utter the scary phrase "You need to report to Guest Services immediately."This happened to me aboard Radiance of the Seas on Saturday, April 23rd.
While relieved to hear that I wasn't flagged because of a death in the family, I was forced to process news of a water main break that had occurred in our absence causing flooding in the aft section of Deck 9. We were told not to worry: Our belongings would be cleaned or replaced and during the cleanup, we could take a shower in the spa and have free drinks poolside. The huge, loud fans in the room left it unusable for the remaining 41 hours of the cruise. We were told the flood water was clean but the towels used for soaking up were turning brownish yellow and the smell was sickening...so much so that my husband was given 3 medications by the ship's doctor for throat irritation the following morning(Easter Sunday.)
In the lesser affected room of the 2 we paid for, a roll-away cot was set up for my teenage daughter, and my teenage son slept on the couch. There were no other rooms as the cruise was sold out, but the regular room was obviously intended for only two people, as evidenced by the two life vests which we would have needed to share if there was need. As you can imagine, movement through that cabin was difficult and privacy forsaken. We opted not to have our laundry done on board as our neighbors reported having to wait a very long time only to receive it back damp and discolored. While one crew-member assured us this had not happened before, another said their quarters were similarly flooded a few weeks prior.
So Saturday at 7:00p.m. instead of attending a much-anticipated show, we went to Guest Services for a pre-arranged meeting. Thanks to an employee there by the name of Kwame, I now refer to it as guest "Dis-Services". His words to my husband were "I don't even know who you are and I'm finished with you!" in a very belligerent tone. We were told by Tanya that our only reimbursement would be a $175credit and 35% off one cabin on a future cruise. What is that? I did not even want to continue to be trapped in a smelly boat for the last two days and nights, so I don't expect there will be another Royal Caribbean Cruise in our future, and those "coupons" will be sent back.
As for those "free" drinks they offered us, I was still fighting for a charge reversal at 10:10 Monday morning as everyone else had departed for the airport or parking lot. While at the Guest dis-services desk, I witnessed another passenger in a screaming match with the representative who said she owed for drinks purchased at the last hour. She said she paid $10,000 for her cruise, and now they were making her miss her flight over a charge that was not hers.
I'm not looking for a golden ticket here...just reimbursement of a product we purchased (a habitable cabin) that we did not receive. Royal Caribbean may be finished with us but any cruisers who have a choice in ships will be well-advised to steer clear of Royal Caribbean.