From the moment we stepped on board the Pacific Jewel the service and ship was awful.
Prior to cruising we were issued tickets advising we had single beds. I phoned to advise we need a double bed as we are partners, to which they advised was fixed. Of course, on arriving at the ship we had been given single beds. We phoned reception to get this fixed, and once done we wished we had stayed with single beds as the gap between the beds was very uncomfortable.
The lights in our cabin did not work. It took 8 phone calls to reception and 3 days before anyone came to fix it. The service was disgusting! We could not use the safe or the robes as that space was pitch black dark, even during the day.
On day 3 we resorted to stealing towels from the Cabin Stewards trolley as the towels in our cabin were not being replaced. We would leave the wet towels on the floor, only to come back and find them hanging on the back of the door and no new towels. Again, it took several phone calls to reception to get this fixed.
We were disappointed to find there is only 'Anytime Dining' available on the ship and no set dining times. The service in the restaurant mirrored the service elsewhere, terrible. It took half an hour to be served, and not a drinks waited in sight! We ordered a bottle of wine which disappeared after filling our glasses. Eventually we ended up requesting the bottle be left on the table as night after night the bottle would disappear and never return.
In total we were kicked out of the dining room 3 times, once for wearing shorts to dinner on a casual dress day, once for wearing a hat on a port day and once for wearing a singlet at lunch time on a port day.
We wanted to use the steam room to which the spa staff inform us costs $170.00. And it turns out, you cannot access the steam room for a one off session, you must pay $170.00 and that allows you to use the steam room at any time during the cruise, they do not have single access passes. It was day 5 of our cruise at this point, so if you pay on day 1 its $170.00, and if you join on day 5 it is still $170.00.
We booked our shore tours using the online system ensuring us and our friends in another cabin were all on the same tour. Of course when we got on board we received a call on the second sea day advising they had stuffed up the tours and we were not all booked on the same tour. Of course, the next day we went to the tours desk to find a new tour we could all do together only to be told that we could not cancel the initial tours as we had not given them 48 hours notice!
Finally, we purchased alcohol in the duty free shop on day 4 of the cruise which was immediately charged to our on-board account. On the final sea day, no sign of the alcohol. We phoned reception who advised us that it had all been delivered and to take a copy of the receipt to reception as evidence of the purchase. We did this, only to be given a letter which said 'Dur to an accounting error there was insufficient alcohol on board to fulfil your purchase'. However no one had been refunded the money they spent. Instead people were given the option of cancelling their self-assist disembarkation to wait for the alcohol the next day or get a refund.
I spent a complaint letter to P&O Australia advising how disappointed I was at the poor standards and service on board, only the be sent a reply saying 'as a goodwill we will offer you a $100.00 credit off your next cruise'. unfortunately, I will not be spending another $5,000.00 just to redeem a $100.00 credit and be treated in the same manner.