First day on the cruise (my first ever cruise), and what do me and my fiance walk into? Our door cracked open (even though it was "ready"), stool on or toilet, a broken toilet, dirty covers on our bed, a dirty white stained chair ... Read More
First day on the cruise (my first ever cruise), and what do me and my fiance walk into? Our door cracked open (even though it was "ready"), stool on or toilet, a broken toilet, dirty covers on our bed, a dirty white stained chair in our room, and a filthy shower (with hair in it).
After spending an hour at Guest Services with Aldina, she stated that she would notate the complaint and get things fixed. The next time we go to our room, the chair is removed and the toilet is getting cleaned...then in the same sitting, the gentleman cleaning the toilet said it needs to be replaced because it also didn't work. So he took another 30mins-1hour fixing the toilet.
After our first stop in Freeport (different day), we reentered the boat...going to our room to shower after a hot day of fun off of the boat...we get to our room to see three people in ...doing what else? FIXING THINGS THAT SHOULD'VE ALREADY BEEN FIXED! The head lady in charge tells us that they are fixing our shower. However, they aren't just fixing the shower, they are re-plastering the tiles on the shower! We head back up to Guest Services, and spoke to Adina again... just to be told that it would be fixed. Before the trip we asked that all cleaning be done at night (the time we'd least likely need our room), but instead it wasn't followed. We needed to shower and change, and couldn't. After another hour with Aldina, we then were told the shower would need to sit for two hours before we could use it. So all together 3 hours of inconvenience, and this is an entirely different day on nonsense. Instead of simply giving us another room, we had to wait.
Room service is included in your trip, but the two times we used it were not satisfactory at all. The first the chips they gave me as a side was completely soggy, and the second took forever to deliver... and when they called us to say they were bringing it (because we had fell asleep because it took so long) they delivered it cold... versus simply remaking a hot plate of food.
When the last day finally arrives, we get a call from Nadia in Guest Services who ask about our service since we had made two complaints on two different days... (and another not included in those two about or covers being dirty). We went up to speak to her, and after telling her the entire story above she had the audacity to offer us a bottle of wine! I was enraged, but instead of making a huge scene with the long line of guests behind me I simply denied her request for a free bottle of wine. I work in customer service, and I understand you don't want to give the entire cow away, but that was insulting. All of that and you offer a bottle of wine? With much patience, and her saying that's all she can do 1,000 times, she finally got permission to give me 20% off of one day... which came to a grand total of $50. Which I informed her was ridiculous seeing as how I had spend over 1600 (between my fiance and I) on this cruise; and was inconvenienced more than once ..and on multiple days. She again said it was all she could do. *To top it off she insisted on giving us a free bottle of wine at the final dinner on the cruise, however when the dinner comes and we request the bottle of wine... guess what? No wine. No email was sent, and we were refused the bottle at dinner... which to say the least was an unnecessary embarrassment.
Once it was all over, and we had docked, customer service was my first call. Once hearing the story they offered me 15% off of a future cruise.. which you could imagine I was use to by now.. complete nonsense. They then said I had to wait 72 hours... I gave them 4 days and then called back myself, just to speak to a RUDE representative who argued with me about how many days I hadn't gave them to review the claim (even though I gave them an extra day). Once I spoke to Evette, she informed me all she could do was $50 additional. Because everything was fixed the same days of the complaints, and because we had already received an initial $50 credit. After breaking down some math, and her going back and forth with me over what a full 1 day credit would be.. she ended up refunding 1 day... which totaled $172. Which STILL MAKES NO SENSE. ...esp after everyone was saying 22:17 on the call that they couldn't do more than $50. In total, between my fiance and I.. after ALL of that hassle... we received one day credit... $222.
I am disgusted with the lack of sympathy for our inconveniences. We were basically treated as though our complaints didn't matter. We praised two people on board even still.. Michael at dinner, and Harry at our state room... but as far as EVERYTHING else... we are completely shocked; from the ship to the corporate level. We are indeed just two customers in the thousands of customers that Carnival sees each year, but we are still CUSTOMERS! What does it say for your brand to even ignore one. Read Less