We have several previous cruises on RCC as well as all the other competitors. Our very first cruise was with RCC and we had an amazing vacation. Regretfully, every sailing on RCC since has been a huge disappointment. The March 24, 2018 ... Read More
We have several previous cruises on RCC as well as all the other competitors. Our very first cruise was with RCC and we had an amazing vacation. Regretfully, every sailing on RCC since has been a huge disappointment. The March 24, 2018 Caribbean from San Juan was no exception.
First, I must credit our stateroom attendant and wait staff as they were wonderful and a pleasure to have serving us. They were a lot of fun and they would go out of their way to assure we had a great experience. However, aside from the individuals assigned to my family of 6 (3 state rooms), the lack of customer service was evident on many levels.
Our issues started when we booked this trip. RCC canceled a previous cruise 24 hours before the scheduled sailing because of a hurricane. While most would reasonably understand the need to cancel for a hurricane, RCC delayed their decision until the last possible minute when Disney, NCL and Carnival canceled their departures 3 days prior. This had forced us to travel into an area expecting a category 4 hurricane, taking away needed hotel rooms and other resources for those living in Florida. RCC would not, even with travel insurance refund the cost of the cruise should we choose not to sail. Rather, the only way to get a refund is of they canceled the voyage. Therefore, not wanting to risk several thousand dollars, we rolled the dice and ended up sitting in a hotel room for 4 days as RCC first delayed the 4-day voyage by one day before canceling all together less than 24 hours before the original sail time.
To compensate for the "inconveniences" RCC issued $100 stateroom credits for an upcoming sailing. A rather paltry gesture considering our losses in hotel rooms and airline change fees.
Getting the credits applied is another headache which judging by other reviews, has become rather common practice with RCC. Before making the booking, I phoned RCC to verify the credits. I was told the $100.00 stateroom credit would apply to "all guests" in my party. Since there would be 6 of us in three staterooms I explained this and the agent verified all would receive the credit. I called a second time and was given the exact same information so I booked the cruise which was just under $5,000
In order to have the credit applied, I needed to call another department along with the reservation number. This is when the problems began. RCC suddenly changed their position and not would only apply a credit to my wife and I. Since I recorded both my discussions, I know the agents whom I spoke along with the date and time called making it very easy for RCC to listen for themselves what was promised. However, RCC refused nor did they have any intention in honoring this.
Back on Adventure of the Seas. The food was inconsistent from day-to-day. One night it would be prepared well and the next evening it would not. We are not very picky and did not feel the need to send anything back. My only point is the quality of food seemingly decreases each time we sail.
Windjammer is a typical buffet.
We typically love to eat in the restaurant for breakfast as compared to the buffet but after the second day, we could not be bothered. The woman who would ask how many was in your party was nasty, unpleasant and if your entire party was not together, would refuse to seat you. One morning our daughter was in the rest room just outside the restaurant and we were refused seating until she presented herself.
Long waits to get the food and it appeared RCC cut back on staffing for breakfast. Since this is never the fault of the servers, we certainly would not complain to them. This is a leadership issue.
Probably the most frustrating component to the entire vacation was disembarkation. As stated earlier, there were 6 people on our reservation in 3 cabins. However, we were given 3 different times to disembark. 7:45am, 8:15am and 9:15 am. At 7:45 am we were told the entire party would have to wait until 9:15 am. Since I had arranged for car service to drive us around Puerto Rico for the day, we scrambled to contact the driver who patiently waited 1.5 hours until we got off.
A Porter grabbed our bags and assisted through Customs. It was not until we were loading luggage into the car I realized my Travel Pro suitcase had an 18" rip down the side of the bag. Not the condition I left it the evening prior outside our cabin. I immediately called RCC from the car and after explaining the details, I was told without me returning to the cruise terminal and completing a damage report there was little they could do.
So I asked "After spending $5,000 on the cruise and another $2,400 onboard expenses, you are going to tell me that after damaging my bag there is nothing you can do?" "All this over a $350.00 bag?" The agent walked his position back a little and said to take pictures and get a replacement cost so he could "go to bat" for me.
Upon getting home, I found the exact same bag on sale at Macy's for $258.00. I sent in all requested images and pricing. The response I received was "Well, I cannot give you the $258.00 so please what you believe is fair." My response was "What is fair is you replace what you damaged. What is even more fair is I found the same bag almost $100.00 off on sale. But in the interest of putting this matter to rest, I would accept $200.00.
Two weeks and three e-mails later, I finally received the credit to my account along with a message of how RCC was doing me a favor without the damage report.
I would not recommend RCC. In fact, our favorite cruises have always been on Disney. You cannot beat their customer service and when you need anything or anything resolved, the level of service you receive cannot be compared to RCC. In fact, we have placed Carnival well ahead of RCC as well as NCL. Read Less