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28 Costa Diadema Cruise Reviews

This is my first time with Costa. In the past I usually cruised with Princess and Celebrity. After this cruise, I'll never cruise with Costa again. First, the service is terrible. The hospitality desk is absolutely clueless. ... Read More
This is my first time with Costa. In the past I usually cruised with Princess and Celebrity. After this cruise, I'll never cruise with Costa again. First, the service is terrible. The hospitality desk is absolutely clueless. There's always a long queue in front of the desk. When you finally got your turn, they would usually ask you to go somewhere else. Just to quote an example. When we board the ship, we were told that we had to deposit cash into our account. Then we went to the hospitality desk, and they asked us to do it at the machine. But when we tried to do it at the machine, it turned out that it doesn't accept the new type of Euro, and we ended up having to queue up at the hospitality desk again. On the last day. we needed to close the account. This time we didn't want to wait in long queues again. So we got up at 4am in the morning to close the account. Not surprisingly, the guy at the hospitality desk asked us to do it at the machine. When we did that, the machine asked us to contact the hospitality desk because it could not offer that amount of change (we were getting a refund of 120 Euro). Then we got back to the desk, the guy insisted that they could not close the account there. We had to show him the receipt generated by the machine. Then he finally went into the back office. In my view, if there are so many limitations with the machines, they should not drive people to use the machine all the time. Or at least they should not be that clueless when a customer said the machine couldn't do it. The story still hasn't ended. After waiting for more than 10 minutes, we asked the guy why it took so long. He said something like if we came in the middle of the night, it would be like that, and asked us to come again in the morning! Come on! Can't he see why we took all the troubles to get up in the middle of the night to get this thing done? My husband got angry and asked for his name. He then lost it! When my husband took a picture of his name plate, saying that we'll complain against him, he literally shouted at us "Are you happy now?" When we were talking to the manager, he tried to argue with us in front of the manager. The manager had to stop him several times in order to allow us to speak. I think this kind of attitude shows that the staff don't really care if the customers complain to the manager. They probably got used to it already. I've done some research about the ship and knew that the excursions are terrible. So we've decided to do our own excursion. Unfortunately, our stop at Oman had to be cancelled because the Sultan of Oman had passed away. The ship had to call on another port in UAE instead. This is not the ship's fault, but since we knew nothing about that new port, we wanted to seek some simple information about the new port, such as whether the cruise terminal is close to the town center, whether we need to take a taxi or there will be free shuttle. But then, there was a really long queue at the excursion office, and we needed to queue up for nearly an hour in order to seek those basic information. When we cruised with Princess and Celebrity, they would offer port information in many ways. Sometimes they would even organize seminars to facilitate passengers who do tours on their own. But there was nothing like that in this ship. Guess they want to make the passengers use their excursion service, which is so notoriously poor. The food is terrible. It's a ship for Italians. I don't understand how they can make the spaghetti so terrible. The dinner buffet only lasts for 2 hours, yes, 2 hours, and usually only one food station is open. When all the passengers are on board, they only open one food station for 2 hours! So you can imagine that you have to queue for nearly everything, even french fries. We've tried its assigned-sitting restaurants, but the food is even more awful, and the service sucks. You have to wait 30 mins for the water. So we gave up after 2 nights. For breakfast, there's always a long queue in front of the fried eggs. I'm not talking about made-to-order fried eggs, but those pre-cooked fried eggs contained in a pot. We need to queue for that every morning. I can go on and on, but I'm just too fed up to think about this ship again. To conclude, just stay away from Costa if you want quality service in your cruise. Read Less
Sail Date January 2020
After approximately 30 hours of Costa I asked my husband to check on the money back policy I would have done so earlier but we had our daughter and his mother with us and we had no alternative plans. This was by far the worst cruising ... Read More
After approximately 30 hours of Costa I asked my husband to check on the money back policy I would have done so earlier but we had our daughter and his mother with us and we had no alternative plans. This was by far the worst cruising experience we have ever had. Everything about it is bad. It's noisy everywhere all the time, there is no relief. The staff is rude. I've never seen rude staff on any ship with any other line. These crew members don't see you. The food is terrible, breakfast is a bunch of bread stuffs mostly sweet, nothing of interest. Lunch is a fight for anything decent. Lines for french fries!!! Can you believe that on an Italian ship you have to pay for Pizza and Gelato!!!!!!!?????!!!!!!! The entertainment is dumb and sexist, Benny Hill-ish ridiculous left overs from the 70s. Not even quiz can be done without having to wave your arms around and make whooping noises before getting the answers. There are new guests who come in with every port and thus there is the life vest/ security training most every day which is accompanied by repeated announcements in 7 or 8 languages. It is a non stop bombardment. The public areas are totally crowded, very little chance of getting a spot by the pool and even the halls are full with people who won't get out of the way by the end you hate everyone on the ship just for taking up space. I could go on and on but I hope you get the point. It's a cheap cruise and it should be, wouldn't go again for free. Read Less
Sail Date October 2019
I want to preface this review by saying I'm not often a big complainer. I can roll with most annoyances with ease and I rarely feel the need to make an issue. But this was by far the WORST CRUISE in my entire life. Why did we go? ... Read More
I want to preface this review by saying I'm not often a big complainer. I can roll with most annoyances with ease and I rarely feel the need to make an issue. But this was by far the WORST CRUISE in my entire life. Why did we go? Never been to Europe before and Costa had numerous itineraries, dates, and prices to choose from so it was the sheer availability of options that other lines simply did not offer. Next, I've cruised with Costa twice in the past (both in the Caribbean) and it was wonderful. The price was right compared to other US-based lines. Where did it go? Understand that this cruise, and I assume all others, are basically a 7-day ferry service to various ports. Folks will embark and disembark at different ports during the week, so it's not a traditional everyone gets on and leaves at same port. That being said, we boarded and left at Civitavecchia (Rome's port). We visited Savona, Italty; Marseille, France; Barcelona, Spain; Palma de Mallorca, Spain; and Cagliari, Sardinia, Italy. Having not been to Europe before, these were appealing ports because most were places I would not ordinarily visit on a first time. What did I know BEFORE Leaving? This is important and you have to do your own research before leaving. I knew that the bulk of passengers were Europeans and English speaking guests were likely in the minority. I knew that passengers embarked and disembarked at various ports throughout the week. I knew that lifeboat safety drills were done at every port. I knew that entertainment on-board was likely geared towards European passengers and the language would be mostly in Italian. All this being said, I went on this cruise with a positive outlook and knowing it would be very different than a traditional North American cruise. Next, let's talk about why this cruise was horrible. I will discuss positives at the end and other general issues like cabin, ship, ports, etc, but this is really what English-speaking guests need to know before going on this cruise. I. CANCELLED EXCURSIONS and DISCRIMINATION TOWARDS ENGLISH SPEAKING GUESTS This is by far the biggest complaint and totally ruined this cruise. I can understand an excursion cancelled due to lack of participants because an outside company is used and if only a few folks select that excursion, than obviously it won't go forward. The problem lies in how a participant is defined. On this ship, a participant is not simply defined by having a human body but rather defined on the language spoken by the human. In short, the number of excursions available to English-speaking guests is far less than what is available to Italian speaking guests. YOU WILL HAVE NOT THE SAME OPTIONS AS OTHER GUESTS AND WILL BE TREATED DIFFERENTLY. In Savona (our first port), we pre-booked a seemingly wonderful sounding excursion only to find out, on embarkation day, that it was cancelled with no explanation so we were forced to choose another and had a very limited number of available options. At the excursion desk we were told we had about 3 to 4 to choose from for English speaking guests; which told me that if I spoke Italian, I would have had more. The excursion we ended up with was mostly ok, but it was not one we would have selected. Details on the excursion will follow later on. In Barcelona (our third port), we pre-booked an excursion that sounded great on paper, only to find out the night before that it was being cancelled. Once again, the same process was repeated at the excursion desk BUT this time we found out that our original selection was cancelled because there were not enough English-speaking guests who selected that particular excursion. The excursion was ended up having to pick was nothing short of a pointless, waste of time, and ended up costing MORE MONEY than the original one we wanted. Finally and the most incriminating of all was that Costa offered a behind the scenes tour of the Diadema on the at-sea day. A copy of the excursion description is attached. Once again, the night before we found out that we would NOT be able to do the ship tour. However, the ship was kind enough to provide a written letter explaining why. At the same time, the letter (also attached) completely confirmed by suspicion that English-speaking were clearly being discriminated against and proof lies in the letter. Whether you speak English, Italian, French, German, or Spanish; everyone pays to be on this ship and have the same options as everyone else. The ship tour is conducted entirely by Costa; unlike the shore excursions. The ship tour was made available to everyone, for a price, which we were willing to pay. There is NO EXCUSE for us not being to take advantage of this exclusive tour but for we were English-speaking guests. It was confirmed to me later on that the ship tour did in-fact go forward and the original Barcelona excursion also went forward. Remember that Costa is owned by the Carnival Corporation (a US company). Costa is mostly an Italian-oriented cruise line but you cannot treat English-speaking guests differently simply because there's not many of them. It's not my problem that not many English speakers booked this nightmare of a cruise. I personally addressed the cancelled excursions, with emphasis on the ship tour, with the shore excursions manager and the guest services people (who are mostly pointless) and it was confirmed that the ship defines participants based on the language they speak. The shore-based excursions are limited if you're an English speaker and you will not the same options as everyone else. Even on your tour (assuming it goes forward), English speakers will be grouped with another language, so the tour operator does the tour in both languages. The ship-based tour, however, is 100% within the control of the ship and an accommodation should have been made. The Diadema flatly DENIED us the ship tour, we were willing to pay for, simply because not enough other English-speakers wanted to do it. This amounts to a form of discrimination based on national origin and I will formally address it with Carnival. In short, ENGLISH-SPEAKERS please know that you will be treated differently. You will be in the minority. Expect an excursion or two, or three, to be cancelled due to lack of other participants who also speak English. You will not have the same tour options as other guests. II. GROSS INEFFICIENCY On Deck 3 there is a desk called Hospitality Service Desk which is staffed by mostly pointless individuals who cannot do a damn thing except tell where you need to go to address your problem. These same individuals also give conflicting information and clearly have no idea what's going on half of the time. The first instance was an embarkation day. We wanted to exchange some USA currency to Euros and were told we could do so but only before 5pm which left us 10 minutes. So we raced to our room, got the cash, went back down, waited in line, only to be told that it had to be done before 4pm and we cannot do until after Marseille (2 days later). Keep in mind we were at the same desk, just talking to a different person. How is it that a group of people working at the same desk can be on two totally different understandings? The next instance involved the complaints with our cancelled excursions. The hospitality desk told us we need to talk to the excursions department. What the hell is the point of the hospitality desk if they cannot address passengers concerns. The final instance was on disembarkation day when we had to deal with several issues on our final bill. After waiting in line, the hospitality service guy said we needed to talk an individual sitting at a setup desk, with a laptop, to address the billing issues. Let that sink in...a sole individual, sitting at a setup desk, with only a laptop, to address ALL account issues for ALL passengers disembarking in Rome. After being told this, we flatly yelled at the hospitality service people saying, "You people are pointless!" So, before going, know that the Hospitality Service Desk is relatively pointless. The resolution you'll get will be them telling you to go some place else and talk to whoever else. Also, you will get conflicting information because clearly these people do not talk amongst themselves. I've never seen such gross inefficiency, lack of communication, and lack of clarity onboard a ship. Overall, a complete waste of time. III. Horrible Food I'm not a food critic. I have no idea what's supposed to be good and what's not. I can only go by whether I liked it or not, the portion size, temperature, availability of options, and if I'd order it again. In short, the food in the main dining room was awful. They are all about presentation but the accompaniments, such as sauces, drizzles, etc) were small and mainly just there to look nice; even though they were actually GOOD and should have been in greater quantity. Service took forever. Our waiter was very difficult to understand. The food itself was mostly forgettable and gross. The best meal we had was in the Samsara Restaurant, for which there was a charge. The buffet breakfasts were mediocre and the concept of cooked bacon is elusive as another English-speaking guest. Lunch in the formal dinning room, which we did on the at-sea day, was equally gross. The buffalo mozzarella cheese they pride themselves on looked like a white ball of gelatin and was disgusting. The buffet lunches on the Lido Deck were so-so, and by the time you found a seat, good your drink, and were ready to eat your food was cold. Out of all the dinners we had in the formal dining room, only ONE was excellent. Do yourself favor, eat in port if you can. Overall, the worst food and the worst dining I've ever had....and I'm usually content eating at places ranging from Pizza Hut to a 4-star restaurant. Compared to other cruises, this was by far the worst. IV. WARM ROOM I've preface this part by disclosing I'm from Florida. Therefore, I'm used to constant air conditioning and cool indoor environments. Also, this may be an issue that's more specific to me and not representative to everyone. That being said, on prior cruises, the ventilation and thermostat in the cabin was mostly comfortable. Not here! For the first FOUR DAYS we made daily complaints to the un-Hospitality Services Desk about the lack of airflow in our cabin and the perpetual stuffiness. You could feel cold air coming through the vent but it wasn't forceful. The technician told us they would increase the air flow and seemed to acknowledge there should be more air. The issues didn't seem to resolve itself until about day 5. Thus, for over half of this cruise, we spent in a stuffy room and waking up sweaty and gross. V. GENERAL THOUGHTS 1. Cabin Overall, the cabin size was adequate and roomy. No major complaints other than the AC issue. The bed was somewhat comfortable BUT the pillows were thin and I need 2 in order to actually lay flat. Even then, the pillows were hard and I ended up using the one of the pullout couch. Don't bother with the TV because there's only a few English channels ranging from business news (who cares), BBC News, and a movie station that's actually Italian but plays with English movies. Closets and storage spaces were plentiful. The bathroom was what you'd expect. Adequate shelving. However, the shower curtain doesn't go all the way down to the floor for some unknown reason so water gets all over the floor from the water dripping down the curtain and from splashing out. I tried moving in the limiting room available to avoid the water splashing out; it looked like a Cirque du Soleil in there. The cabin steward was very good and the room was kept clean and orderly. THERE IS NO TURN DOWN SERVICE and no cute towel animals. Not a major issue but just something to know. 2. Entertainment an Activities Not much say to here because we didn't do anything except see a few shows. Know that Mediterranean cruises are heavily port-insensitive so days started early and we were mostly tired by the end of them. Most shows were done in Italian with little english thrown in so we didn't bother. The production shows were good and enjoyable. The acrobatic stuff was cool. They could have had more universal type shows so everyone could enjoy regardless of language; such as magicians, variety acts that do not involve speaking, or anything you see an AGT (America's Got Talent) that involves dancing, light acts, etc. 3. Ports By now, you've already read and understood the excursions issue we had so this bit is more on the specific ports and our experiences with the tours we had. Savona - A mostly pointless port as the bulk of excursions were to Genoa, so why not just go there? I would have liked to have seen the Cinque Terre, Portofino, and Genoa but the availability wasn't there [for English speaking guests]. The excursion we ended up took us to two small towns which were wonderful and charming. But I would rather seen the Cinque Terre. Stopping in Genoa, La Spezia, or Livorno would have lent itself to more cooler excursions and things to see; assuming of course they aren't cancelled. Would I return to this port, NO. Select a route that goes to Genoa, La Spezia, or Livorno. Marseille - There is a lot here and our pre-booked excursion actually went forward! We were in a tour with another language so heard the information twice. The guide was wonderful and I appreciated the time she took having to do double the work. I would have liked more time to see Marseille but our excursion took us to two small towns in Provence (Arles and Saint Remy).At each town, you had at least an hour of free time. Overall, this was an enjoyable day and no major complaints or issues. Would I return to this port, YES...on another cruise of course. Barcelona - Barcelona has A LOT to offer and A LOT to see. I would suggest booking your own excursion with an outside company. We separately booked tickets for the Sagrada Familia before we left and planned accordingly. You want to see the inside of this church as it is magnificent. Our original excursion would have taken us to different landmarks around the city an allowed free time. It was only 4 hours in the AM, which left us enough time to make it back to the Sagrada for our tour inside. The excursion we ended up with was a complete waste of time. You saw Barcelona's treasured landmarks from a bus, but I was sitting on the wrong side so I didn't get to see them. And there was no let-off time to actually see them. We did better exploring on our own. My advice, if you're in Barcelona for a long time, look for an outside company that can do a tour in 5-6 hours. Or, do a ship-based excursion that allows you to see the major sights BUT do not miss seeing the inside of the Sagrada Familia. Would I return to this port, absolutely YES. I would return here on my own. Palma de Mallorca - Palma is on the island of Mallorca, which is part of Spain and right off the coast from Barcelona. This is a truly wonderful port and was the highlight of the entire cruise. We pre-booked the dragon caves tour and it went forward (yay). The excursion was great, nicely coordinated, guide was wonderful, and only lasted 4-5 hours which left you the entire afternoon to see an explore Palma on your own. There was a stop to a pearl factory but I could less about glass pearls so it mostly yawn time for me. Do not do a full day tour here. You want time to explore Palma and eat at the local restaurants. For me, the food in Palma was among the best food I had during the cruise...because it wasn't that garbage served onboard. Would I return to this port, YES. I would combine this with a Barcelona vacation in a heartbeat. Cagliari - Cagliari is the capital city on the island of Sardinia which is part of Italy. We did a walking tour of the city which was helpful because we dropped out of the tour about 3/4 of the way and went back to see stuff on our own and eat at the local restaurants which were very good. There is a lot of shopping and nice sights; but the city itself is rather grimy (graffiti on the walls, poorly cared for buildings, etc) but whatever. The beaches in Sardinia are supposedly beautiful but we didn't see any. There is a nearby beach called Poetto which is the main beach for Cagliari, but the island's more prettier beaches are about 45 minutes outside of the city. Overall, this was an average port and worthwhile seeing. Would I return to this port, POSSIBLY but not in a hurry. If I did, I would want to see the beaches on the rest of the island. 4. The Ship Itself Despite all the issues, the Diadema is a gorgeous ship. The atrium lobby is breathtaking. The colors and design are very nice and what I expected based on two prior Costa cruises. The public spaces were nice. The pool areas were nice. There seemed to be adequate deck space for chairs, but we didn't use the pools at all because it was mostly chilly this time of year. The ship was kept clean and despite the prevalence of Europeans, there was not a lot of smoking and no indoor smoking permitted. There is no promenade deck that encompasses the ship! In prior cruises, we would enjoy strolling on a deck (usually around decks 6 to 4) that takes you all around the ship. That doesn't exist on this ship and the only promenade deck to speak of is actually up the pool and you have to go up and down various stairs and you have no access to the bow of the ship. The main dining room was not as lavishly decorated as you'd expect and the main theater was a bit underwhelming. The casino is SMALL compared to other ships. 5. Embarkation The embarkation process varies from port to port, so I can only talk about Civitavecchia and it was a breeze, efficient, and hassle-free. The terminal building is a new and construction remains ongoing but the inside was sleek, clean, and had adequate seating (upstairs ONLY). We had our bags relatively quickly. Overall, no major issues or complaints. 6. Disembarkation The ship's disembarkation process structure was fine and I have no complaints. The process of reconciling your account is an absolute disaster and goes back to issues of gross inefficiency addressed above. Remember the terminal I discussed above? Herein lies the problem, if you are disembarked and waiting for a car service or whatever, there is NO PLACE TO SIT INSIDE OR OUTSIDE. All the seating is upstairs past security. We weren't 100% of exactly when we would be able to leave the ship so we told our car service to pick us by 11, but we were actually off by 9:30 so we waiting around for over an hour with no place to sit except the ground. My advice, if you are pre-arranging a car service, give them the hour after the ship pulls into port. For example, if you're arriving in Civitavecchia at 8am, tell the car service 9 and then request the earliest disembarkation time (I was told you could do that). VI. CONCLUSION and FINAL COMMENTS I would never again go on another Costa cruise; even if they gave me a free cruise or credit towards another. Compared to my last two Costa cruises, this was horrible. My next Mediterranean cruise will ONLY be on a US-cruise line such as Royal Caribbean, Celebrity, Princess, or grudgingly NCL. If you're considering a first time Mediterranean cruise, I would highly recommend leaving from Civitavecchia because you will want a few days to explore Rome. Rome itself is at least an hour from Civitavecchia so any Rome-centered excursions will be a full day and you'll be paraded through the major sights at rushed speed. We spent 4 full days in Rome before the cruise even left; there's just so much to see and you don't want to be rushed. I would seriously reconsider any thoughts you might have about going on this ship. Do your own research, read the comments and reviews, and know what to expect before you go. If you've never done a Mediterranean cruise, I would look for a US-based line instead because if you go with Costa, you will be disappointed and frustrated every day. I would definitely NOT recommend this cruise to anyone and it was an overall disappointment and a blight on my entire cruising experience. If anyone wishes to contact me directly with specific questions or concerns, I'm happy to respond. Send your email to sfarkas425@gmail.com and put "Costa Review" in the subject line. Read Less
Sail Date May 2019
I chose this cruise because of the ports being visited and the low cost. The internet service was horrible, and when I complained and asked for a refund, I was told that it wouldn't be possible. They canceled two of our pre-booked ... Read More
I chose this cruise because of the ports being visited and the low cost. The internet service was horrible, and when I complained and asked for a refund, I was told that it wouldn't be possible. They canceled two of our pre-booked shore excursions - one because it was on disembarkation day (hello - why was it even offered, and why did they let us book it?), and the other because there were not enough English speaking passengers. The next day; however, we were on a shore excursion with 47 English speaking passengers and 4 German passengers, so we had to listen to the whole thing in both languages. Why couldn't they have done that for us on the previous day? The entire cruise catered to the Italians, and it was tiresome to have to hear everything in 6 languages, not to mention that it was clear that they were joking and laughing with the Italian passengers and not translating what was happening to everyone else. They were very chintzy when it came to game prizes (one prize for the whole team, and it was always a thin little tote bag), and the only activities were one or two video quizzes and dance lessons. Bingo was expensive, only played twice, and only one game each time. The food was awful - obviously frozen and thawed, not cooked fresh, and the same old items every day in the buffet, and only 3 choices in the dining room. Water, anywhere but the dining room or buffet, was not free, and in the dining room it was only free for the Americans. Staff was often rude for the most part and didn't offer any accommodation for any complaints or problems. Because every port was an embarkation/debarkation port, the elevators near our room were closed down all afternoon, and then we had to listen to the muster drill more than once. Your credit card is billed in daily increments that never match the daily charges, though the total did appear to be correct. Read Less
Sail Date February 2019
restaurants was of poor quality and service was poor. The crew were rude and not very helpful. You ask a question and the crew person would turn away and walk away. We were 12 people from the USA and all 12 of us felt like costa did ... Read More
restaurants was of poor quality and service was poor. The crew were rude and not very helpful. You ask a question and the crew person would turn away and walk away. We were 12 people from the USA and all 12 of us felt like costa did not want our business. The crew just made you feel unwelcome The room did not have towels or wash cloth After a meal if you want coffee or another drink you had to buy them. You had to ask for ice. In the restaurants you had to ask for butter and ice with the meal The pasta was the worst I have ever tasted. Breakfast on the buffet was poor at best. you the to go to three different place to find eggs and meat and after breakfast the only drink was water with not ice so the water was room temp. I have already started telling my friends not to use costa lines Read Less
Sail Date October 2018
This has been my absolute worst trip ever (I have travelled to over 60 countries) and never experienced such a lousy service and environment in all my previous trips! -Paid over 1500 Euro for a inside cabin per person with unlimited ... Read More
This has been my absolute worst trip ever (I have travelled to over 60 countries) and never experienced such a lousy service and environment in all my previous trips! -Paid over 1500 Euro for a inside cabin per person with unlimited drinks for this trip for me and my girlfriend. -I was lied to about price of drink from bartender and later, I AM NOT trusted by the receptionist. (Johnie Walker Gold label. Was told I was going to be charged the difference of what my drink package included vs listed price. but got charged full 15 Euro drink price) -The jacuzzi was too warm to enjoy. We only visited ONCE and never used it again. -The pool was impossible to use. Only children occupying it! -Children everywhere. Absolutely everywhere. It is not acceptable for example to see kids and teens in the nightclub at 1AM occupying the whole dance floor. There was no space on the entire boat other than inside our room, where I could enjoy quality time with my girlfriend in peace without kids shouting or bumping into us!!!! -We paid 30 euros each for a "luxury" dining experience at Teppanyaki. We got sat right next to 3 little children who could not sit still and made lots of noises. We were met by apologies from the Chief of Restaurant, but no discount or any other compensation was offered. I expect some level of service and environment when I pay 60 Euros on top of my all inclusive!!! -Childish servers and staff on the boat. I invite you to see this for yourself by going undercover. For example: Talking with them-self, laughing and when they look at me: Their face turns very serious like they are having a joke! I saw this in two different places on the boat by different staff. Maybe its humor from their side, very stupid one if that is ture, but that is not acceptable if you want to deliver good international customer service. They should meet clients with a smile at least! -Restaurant service: -Waiting 30 min. after sitdown for first drink even before ordering food. This happened on several occasions!! -Mix up of food and tables. For example, in one instance we waited for champagne 20 minutes. After waiting so long, I see our champange delivered to next table. I inmediately let know the waiter that it is probably mine. He said nothing and went away without aplogizing. We had to wait another 20 minutes for the champagne we ordered while waiting for our food and no other drinks at our table! I sent a email to higher mgmt. at Costa and Carnival cruises to ask for their opinion about my feedback, no response yet. (4 days ago). Read Less
Sail Date August 2018
Wanted a exclusive dining experience for Christmas. Got Hell Costa Diadema Christmas in the 'Med' 18th Dec to 31st Dec 17 B2B. The term 'never again' comes to mind unfortunately we have already booked this ... Read More
Wanted a exclusive dining experience for Christmas. Got Hell Costa Diadema Christmas in the 'Med' 18th Dec to 31st Dec 17 B2B. The term 'never again' comes to mind unfortunately we have already booked this ship again for five weeks' time. Making allowances that it was the lead up to Christmas we expected a full ship & lots of children, fair enough we have been with Costa lots over this period, so knew what to expect, or so, we thought. What we got was the EXCLUSIVE dining experience in the club restaurant ruined by children running amok bumping into waitresses carrying hot plates while their parents chatted on mobile phones, a menu of just two choices which was repeated the second week. Track suits where on show as was shorts on three days. Now I love the club restaurant but this was something akin to a motorway service area on a bank holiday, certainly so far from exclusive dining as you could get. So bad that on four nights we wear unable to choose anything from the menu that was to our liking, having tried the other choice on the first week. We resorted to paying for the Samsara twice (same menu) and the Teppanyki once (wonderful) & even the buffet, (better choices than the Club EXCLUSIVE restaurant.) Choosing a suite now for the privilege of fine dining now appears to be a total waste of money. The second most annoying thing was the sheer volume of the music in every bar, even our favourite Piano bar which you even had to shout orders to the waiters over the din (music) we resorted to the Pizza area seating just to allow us to talk to guests we had met on board, even the shows were exactly the same as the first week, so in fact our second week was a total repeat of the first week from menus to shows. The casino has doubled its stake on every machine & it seems pays out very little, according to several people we spoke to. Once again very po treatment of Perla Diamante members & Suite guests boarding at Barcelona, On the plus side, well, fabulous staff very helpful, very clean & tidy cabins and about the ship. Good treatment of the children on Christmas day, present for each from Santa. Although ship was full it did not feel crowded, fairly easy to walk round even at our very slow pace, apart from end of the shows. Nice to have two rows saved in theater, however no check was ever made making this perk again unworkable & useless. Would these B2B cruises make us think about sailing with Costa again? Yes, I guess it would if it was the Diadema over the winter months only. Read Less
Sail Date December 2017
We wanted to try to cruise with Costa. The embarkation was not organized. People lined up wanted to get to the ship as soon as possible, despite we got our number to got in. The room was cline. Lunch for the first day was fine, but ... Read More
We wanted to try to cruise with Costa. The embarkation was not organized. People lined up wanted to get to the ship as soon as possible, despite we got our number to got in. The room was cline. Lunch for the first day was fine, but no coffee or tea, had to wait till 16.00 pm,unless if we pay for it. Dinner was not good, soup was not hot, very hectic. The waiter was unpatient to take the orders. Because he was alone to take care many tables. No explanation from daily menu. We have to ordered very quick. After dinner we had to wait long time to get our coffee , because they had to get from the bar. On the following day our coffee were served before dinner. We had 3 times fire drills, which was disrupted our nap. We booked premium balcony, unfortunately the room below the deck pool, we could hear when people moving the chairs. The worst night was on the 3rd day and the 5th day of the cruise, when they had loud party on the deck pool. We tried to call the receptionist, no body pick up the phone after 15 minutes of waiting. I had to go on the 3rd floor to complain about the noises. But no body listen to us. Read Less
Sail Date September 2017
I wanted to take my mom on a cruise for her upcoming 65th birthday as she loves cruises and they're usually the best way to relax and visit so many different countries/places. We have cruised before with Norwegian Cruise Line and I ... Read More
I wanted to take my mom on a cruise for her upcoming 65th birthday as she loves cruises and they're usually the best way to relax and visit so many different countries/places. We have cruised before with Norwegian Cruise Line and I have cruised myself several times with Carnival, but as she lives in Bosnia and Herzegovina now, so the closest and the best cruise that worked for the dates I was visiting her was Costa Diadema 7 day cruise out of Civitavecchia. I noticed right away that on our Costa cards there was a designation of WaterUSA, so to our surprise this meant that you could only get water for free, without being charged, while you were at the restaurant/buffet during breakfast, lunch or dinner hours. Otherwise, they charged for a glass/bottle of water. Same goes for juices, which were only available during the breakfast hours. This was our very first shocker. Dinner experience was horrendous. You are assigned to a restaurant at a specific time, so you have to go there during the assigned time, otherwise you would need to go to the buffet. Food quality was good, but the dining experience every time, except for the last night was horrendous. I'll explain. We wanted to change to 2nd sitting option and that request would need to go to effect next evening, not the same evening; fine, not a big deal. We go next evening to the second sitting and needless to say that waiter only the first night was ok/kinda friendly for the first sitting which we changed. The waited at the 2nd sitting our 2nd night seemed to care less about customer service or just showing a smile, everything seemed like a chore and like a bother to him. At the end, I noticed that my card was not returned once I got to my cabin after ordering a glass of wine. I went back to the restaurant and he claimed that he gave it back to me and to talk to the Maitre D. She was confused as to why I was directed to talk to her, but she tried her best to resolve the issue and mentioned we can request a new card and get it in the room the next day. I got the new Costa Card but lo' and behold all of a sudden my old card was thrown on the floor of the room by someone who obviously dropped it in there. Next day, we obviously didn't even want to go back to our table and requested to be switched to a different one with a different table, so we decided to eat at a buffet, as by now we knew this request wouldn't be completed the same evening, but rather the next day. Next day, our new waiter on the other side of the restaurant seemed overwhelmed and we waited for a while until we were able to place our orders. He noticed that my Costa Card showed the previous table and wanted to tell us we are seated at the wrong table, but I showed him a temporary card given until the new card arrives. Right away, negative kind of attitude. The order by which he took orders didn't seem to match when each party got seated, as other parties that arrived later seemed to get service prior to us already waiting there for a while. Finally, when we placed the orders and the food came to us, he got one of the orders wrong. All in all, it would have been nice to see these waiters be more friendly and not act like we are bothering them by dining there. Our dining took about 2 hours because of all the waiting to order and waiting for food (correct food order). Needless to say, we wanted to see right after that dining experience if we have an option of doing the open seating restaurant Corona Bleu that seemed to have a nicer ambiance. We were told to just go there and that it's free and there is no difference other than having open seating, which would be perfect for us. We went to Corona Bleu the next day and the lady at the front said that it's a 5euro cover charge per person as we would be taking someone else's table. I explained that we were told at our assigned restaurant to come there, but she didn't seem to care to find a solution and just said that I could go back to our assigned restaurant and asked to be assigned to Corona Bleu if there is availability. Of course, that made us go back (due to all sorts of miscommunication happening all the time and lack of customer service), to wait again for next evening to find out if we were able to get the Corona Bleu. We would be notified via letter in our cabin by next day. We opted for dining at the buffet. Next day, no letter, we go to our assigned restaurant to give it and that waiter one more chance, he right away said that an older Italian man is sitting at our table and it's not ours. I was confused and mentioned we were not notified. He seemed almost angry and very unfriendly to have to deal with it, as he referred us to Maitre D who said we were assigned to Corona Bleu. Advising no one has notified us, as was indicated, asked if they can call to mention we are coming, as we don't want to miss the dinner time. Finally, our last night there, all the confusion and unfriendliness, but we got to Corona Bleu and at first our waiter was overwhelmed and didn't seem to know what to do with us, as our table wasn't even set up properly, but he did get us water by telling another waiter to bring it for us so we don't have to wait a long time again. Finally, one of the supervisors was checking to see if everything is going well and we explained our frustration and that even here we weren't sure who our waiter is and it's our last night and this whole experience has been frustrating. He didn't seem to care much either but he listened and sent our waiter, who was indeed very friendly and apologetic and explained he tried to tend to a table with the birthday cake. 2nd Maitre D or manager came that has a higher position that the previous one, Francesco, who really took the time out to listen and resolve the issue, even though it was kind of late, but he did what he could that night to finally make our dining experience a positive one. The waiter with a unique name that unfortunately I can't remember now was indeed very nice and attentive. Francesco tried to make up for all the other negative dining experience days by bringing out a free delicious birthday cake for my mom, as I mentioned it was my birthday present to her in advance, and she didn't want that kind of recognition necessarily as her birthday is not until September, but he did it anyways. Also, he noticed that I was drinking red wine and had the waiter bring me the quality red wine that he likes to have a few glasses of. I wish as he said that we were able to find Francesco sooner, as he was the only one that understood the concept of customer service. Entertainment crew was great, so luckily at least we were able to relax and enjoy the evening dance events with them. They were very energetic, funny, and friendly. The highlight of our cruise was dancing with them. Especially if it's your first time cruising, by all means, please choose a different cruise company, as they simply don't care for customer service or to resolve any issues you will have on the cruise. I have more details of interactions with guest services/reception and so much miscommunication and misguidance on their part as well that would take another page to get into, but the dining experience was really what every night frustrated us and took away from the whole cruise experience and even the quality of food that was actually pretty good. Read Less
Sail Date August 2017
The story with Costa started badly from the beginning. It was our first cruise. When we were getting on the cruise, we were attended by a person who barked at us in an incomprehensible language and forbade us to enter because of a ... Read More
The story with Costa started badly from the beginning. It was our first cruise. When we were getting on the cruise, we were attended by a person who barked at us in an incomprehensible language and forbade us to enter because of a non-existent schedule problem. Behind him came an officer on board who, in very bad manners, let us reluctantly pass by the cruiser. On entering, we asked for the Wi-Fi in the Hospitality Service and we were 'greeted' by an Italian woman with very bad manners who made us feel like idiots for asking questions (it's her job to answer them, after all), and informed us that the Wi-Fi service was not only paid, but it was also divided into two RIDICULOUS categories: social networks and internet. Either you paid one or you paid the other. And they charged you 100 euros for 3 GB for the internet. The worst thing was that in addition to the theft of the price if you left the cell phone turned on unused it consumed all the data bought. Of course, this was not advised when offering the "service". We happened to buy the internet and went to dinner and on returning, we no longer had access because the data had been magically consumed. In general, the customer service was appalling. At all times the relationship with the staff was horrible and unwilling. The waiter from the restaurant, for example, charged us with things we didn't consume, brought us the wrong dishes, and was angry when we explained his mistakes. The cleaning of the room was bad: when drawing a curtain, some peanuts showed up on the floor, thrown together with who knows what. The decor, cheap and tasteless. Rome is one of the most important destinations on the itinerary. The cruise arrived in Rome at 8 am and departed at 7 pm. To take advantage of the time, from the excursion office we were suggested to take the train instead of the bus to Rome, on a tour organized by Costa in which they would only leave us in the city (without tour included). In this way, we were promised to arrive in Rome in an hour and a half, so we could be in the city for about seven hours. 8.15 was the time of departure. The bus that took us to the station was delayed by Costa service issues and when we arrived at the station the train had already departed (we learned of this only because we heard our guide speaking on the phone in Italian saying that it had left, because nobody explained anything at all). As a result, they decided to take us to the next train stop. When we arrived, we saw on the tracks a train that looked like it came from the last century; not even seen in third world countries. To our stupor, it was the "fast" train that would take us to Rome. They made us climb on it, but the train did not start. Other passengers told us that the train was broken and that it would not start. Our guides told us that everything was fine and that they were only waiting for authorization to depart. Meanwhile, from inside and with a temperature of 40 degrees (in summer and with the air conditioning turned off), we watched the train driver pacing from one end of the train to the other talking on the cell phone hotly. Finally, we saw him pace one last time, this time with his backpack on his shoulder, and off he went. He had left us in the middle of nowhere. By now it was 11.15. TWO whole hours inside the hot train, which was sealed. Really dangerous. The guides told us that nothing happened, that in a few minutes the train was leaving. With other Spanish speakers, when we saw the driver leave, we got together and decided to pull the emergency levers to get some air and get off the train, which was already a living hell. We asked the Costa guides to send us a bus to take us to Rome. They refused and said we would return to the cruise. We told them that we did not want to lose Rome, but nothing convinced them. At 12, having already lost three hours, the broken train brought us back to our starting point. If we wanted to get to know Rome, we had to sort ourselves out. When we reported this to Costa, all they did was bring some grapes to the room along with a bottle of cheap champagne that did not even reach half a liter, and they gave us back the money for the tour. At no point did they seek compensation in any way for making us lose one of the most important destinations of the cruise. The worst thing is that they treated the money refund as if it were a favor. As a cherry on the cake, the night before the cruise ended, we found that the refrigerator door of the cabin was locked. The bottle of water (which in any part of the world is courtesy of the service and in Costa was charged) and snacks (which of course if consumed were charged) had disappeared. Why? Because as they closed the account at midnight, Costa did not want to risk the consumption of soft drinks or snacks without paying (!!!!!). It is stated that as a rule of the cruise each person had a charge of 10 Euros per day per trip. As 5000 passengers travel, they collect 50,000 Euros daily for gratuities, but they can not conceive losing two Euros if any passenger consumes a snack or a bottle of water the night before departure. This is only a sample of the pettiness of these people; The examples (in just seven days) are too many to write. WE DO NOT RECOMMEND COSTA. At all. Unfortunate experience and unfortunate service. Read Less
Sail Date August 2017
Sadly I found this cruise horribly disappointing! We had multiple issues on board and no help. My first issue was with the social media internet package. It never worked properly. I purchased it mainly for instagram and I never was able to ... Read More
Sadly I found this cruise horribly disappointing! We had multiple issues on board and no help. My first issue was with the social media internet package. It never worked properly. I purchased it mainly for instagram and I never was able to get it to work. I spoke to the same customer service person everyday trying to get it fixed. Then the whole thing shut down and would not work at all. When I showed them I was promised a refund and was later denied because the IT department said it worked fine from their end. That is all great and wonderful, but as a customer who paid for a service I did not receive it. I was told an IT person denied my refund, I never met this person he never looked at my phone or tablet as both didn't work. We then purchased an excursion after being told there was going to be a train strike. Excursion Florence and Pisa this experience was probably one of the worst things I have ever done. First the tour guide lost in the walk to Pisa, he never even took into account that a 4 year can't walk as fast as an adult. When I called him to find out where he was, he hung up on me, I called back and tried to tell him where I was, but he didn't listen to everything and again hung up. After waiting 15 minutes I called again and he realized how upset I was, he at last listened to where I was. We made a meeting point, but at this point our whole time Pisa was gone and we didn't get to see much of the Tower other than in passing. The tour guide then said he would stay with us in Florence and match his walk to my sons walk. He did for about 5 minutes then took off. I ended up carrying my 4 year old all over Florence, but what makes it even worse is that he was moving so fast people were pushing to keep up and my FATHER FELL. He injured himself and his DSLR camera. He asked if my father was ok then proceeded to go on his way not trying to assist in any other way. At this point you would have thought he would slow down. He did not, my father is limping to keep up. Florence was again miserable. Then on the way home we stop at one point so the driver and guide could use the restroom, they don't even bother to ask us. My son who had gone to bathroom prior to leaving had to pee, but it wasn't about us I guess. We then get to the ship I rush off get to the boat carrying my son who is in tears having to pee and ask 3 different employees where the closest restroom is and they all say I DON"T KNOW. I then had to rush up 2 flights of stairs, but it was too late. My son who I told just make it to the boat and all will be ok, had an accident. I then go to talk to customer service and directed to the Excursion office, I spoke to a women who promises to get back to me in 24 hours. She never did! So the next day I go back down to find out what happened and I am told there is nothing they can do. I then ask to speak to a manager. I am told she will be down in a moment, I said ok but I was timing her. I was pretty upset at this point. 20 minutes later no one has arrived. I ask again where this person is, they are surprised she isn't there and call again. Again I am told just a minute 10 minutes later she finally arrives. She apologizes and says sorry I was eating dinner, I am sorry but leaving a customer waiting and then telling them you were eating is pretty upsetting. My family was saving a table at the buffet and unable to eat, which I told her. There should have been another person on call to handle something while she was eating. I completely understand them needing breaks, I don't understand being left waiting. I tell her my story, all I am asking for is a refund on our miserable tour, she says all she can do is one ticket. I am sorry this is unacceptable. I ask about my father and camera and she says that isn't her problem, I can file a claim with insurance. At no time did she apologize. She acted surprised said the tour was great for kids. That is great and wonderful, but is was horrible for us. She said the Tour manager had made her decision, again didn't meet her. There was no I am sorry for what has happened, no let me see what I can do. No offer of anything. The one positive I have about the cruise is the fantastic staff they have in the kids club. They are amazing at what they do. As someone who has 17 years in Customer Service first Disney and now an airline (I purchased this cruise through Costa) I am very disappointed in the customer service staff on board that ship. I have never been anywhere as unwilling to help as this cruise. The food is only mediocre and it is the same thing everyday. They also close off areas in the buffet for pay for restaurants, I would understand this if they had been even half full, but they were completely empty. So you lose seating for the buffet for empty restaurants. We also did not getting any disembarkation information until after 10pm I had to go and hunt down someone for everything so we could go to sleep. I called at 8pm trying to find out where it was and was told it was on its way. You also had to be out of the room, prior to even docking back in Barcelona. If most cruises can turn a whole ship without doing that, how is it Costa can't turn half that in 4 hours. Read Less
Sail Date February 2017
Horror!!! Horror! Could not wait to disembark after a week from hell !!! The most mercenary employees in tourism i have ever met in my numerous travels, the managers have absolutely no consideration for the passengers, only for their ... Read More
Horror!!! Horror! Could not wait to disembark after a week from hell !!! The most mercenary employees in tourism i have ever met in my numerous travels, the managers have absolutely no consideration for the passengers, only for their business. My family live on different continents hence we thought a week together on a cruise would mean both rest and togetherness, something to remember fondly. We booked together,we flew together, we embarked together only to be split on different decks by the company ( you do not want to know the distances between the decks and the daily hassle). The stewards told us they had rooms on the same decks and we repetitively tried to reason with the management/ guests services explaining that the very reaons for the cruise was for us to be together. it was to no avail. We were all hassled non-stop, we ended the one week exhausted since we had not had a single restful day. They are extremely mercenary in everything, thin air is the only thing you do not pay for on costa diadema. No rest, no afternoon naps ever, every afternoon emergency drills and announcements in all cabins (!!!), even if you were drilled upon embarkation you repeat everything every single day, every single afternoon for about 2 hours both in your cabin and on the halls in 5-6 languages. A total of 7 days x 2 hours / day afternoon drills resulted in a large number of hysterical passengers who embarked in the same hope to be able to enjoy a few restful days, only to literally weep with joy at the end of the cruise. Moreover, again, on a daily basis, all the crew only announcements are heard in all cabins, non- stop, as they are way too cheap to buy walkie talkies or professional switchboards to only announce the drills in specific rooms or crew only announcements delivered only to staff. By the end of a week we were bone tired, traumatized, a bundle of nerves and happy to crawl off this pathetic ship swearing never ever to book costa cruises again. Everything on this ship is focused on covering them against any complaints/claims coming from passengers, it is never about the passengers' wellbeing. Nothing works properly hence you have to run to and fro for several km/ day from upper decks to reception to sort out malfunctioning cards, misunderstandings etc after, obviously, repetitively standing in huge queues. 5000 people and two tiny pools ( one in the middle of the buffet area- imagine the chlorine smell and the flooding restrooms nearby - pictures upon request) . Ever day they automatically withdraw 10 euro/ passenger from your card unilaterally - you are compelled to put money on their card and they administer it as they think fit- conveniently forgetting to mention that this is a daily tax not legal to impose on passengers in european waters. On the contrary, the management at guest services insists that it is a must. In european waters, it is the passengers' decision to offer the sum if you are happy with the services, at the end of the journey as all other companies know and accept. Generally speaking on cruises you comply gladly because you are satisfied and well rested, happy with the services provided. here, whether you are a satisfied customer or an extremely dissatisfied one you are told that " bad luck", you have to pay (i have recorded proof i can provide in this respect). On costa diadema everything is on savings mode. On other cruises you are looking forward to the fabulous performances in the theatres every evening. On costa diadema they have a weekly evening show ( one of your 7 paid evening shows!!) delivered by the employees - pathetic amateur night they claim the passengers must appreciate as it is a gesture for them. I shall not be imposed amateur shows upon myself and my family as we did not pay for them ( can provide some videos for general hilarity). I suggested we, the passengers, could also help with further savings, some can sing, others dance, a few recite, numerous hum etc. It is extremely embarrassing for both sides: passengers who are told that they should be grateful and appreciate this " nice" gesture on the part of the staff, and the staff themselves who are ridiculed on stage. When compared with the grandiose shows on other cruise lines you feel like crying at your stupidity of having chosen costa. On the other nights a few pathetic dancers/ singers on a big stage on which they get lost, try hard to warm up the passengers, again to no avail. Non stop mix ups, attitude problems, laziness, misunderstandings because of language difficulties of employees ( we suspect super overworked and very cheap for the company, hence no special skills are needed). Should you - god forbid - expect an egg for breakfast, you are told to go down two decks and buy one in a specific restaurant:)) how cool is that ?! Fabulous Diadema savings mode Part of my family accommodated forcefully- as i have shown above-on a superior deck hardly saw their steward ( we had a very good steward on a lower deck). When they complained at reception they were sent a few apples in a basket and a bottle of cheap champagne and nothing changed, they were told that they should be pleased. No further comment. Do not recommend costa diadema to anyone ever!!! Those who worked hard for their money and wish to rest and enjoy a few nice days are in for a very nasty surprise. Buffet closed and cordoned off 1-1.30 hours before closing hour, resulting in even longer queues, even machine water and coffee are attentively monitored and offered only for a short time, while staff watch eagle-eyed so that you do not take 3-4 cups of water. Have been waiting for months on end for this cruise together with my family only to find that at the end of it i had to apologize to them all for the week from hell i had imposed on them. Never, never again costa. We have been on very many cruises before but never experienced anything of the kind. I had expected february to be a more savings oriented cruise but nothing to this extent. If that is the way they treat passengers i do not think i can afford to throw money away on them and, meanwhile, on my own money, masochistically torment myself and my entire family. Read Less
Sail Date February 2017
This was the worst cruise I have ever taken, based solely on the onboard experience. I was shocked at how bad our cruise experience was. And extremely disappointed. Stem-to-stern I have never encountered so much unprofessional behavior ... Read More
This was the worst cruise I have ever taken, based solely on the onboard experience. I was shocked at how bad our cruise experience was. And extremely disappointed. Stem-to-stern I have never encountered so much unprofessional behavior by any cruise ship's staff. At all levels. We were treated rudely by nearly every member of Diadema's staff. And the overall customer experience clearly indicates that Costa Diadema's staff are among the most poorly trained in the cruise industry. Dining room staff were rude and bad at their jobs. Our stateroom steward was nice but very, very bad at his job, always forgetting to clean in a timely manner and when he did get to our room, would always forget to perform some basic, necessary duties. Two of our shore tours were cancelled only at the last minute, leaving us with very few options to choose an alternative tour. We were left on our own in multiple ports, because Diadema refused to offer English language tours due to a low number of English speaking clients; that's not totally illogical but the fact that they waited until the last minute to advise us that they were cancelling is unprofessional and incredibly rude. And to make matters worse, when we tried to work with staff at the Tour Desk, we were treated poorly, were lied to, and generally experienced several staff members who did not wish to perform their jobs. We had to beg them to focus and beg them to get answers to our questions. When we boarded we were told by two Costa staff to hand our USA passports over at the ship's Front Desk. We did so and were given receipts. Days later we read that Americans needed their passports in port for Monaco, so we went to the desk to request that ours be returned to us. The two staff members at the passport pickup desk proceeded to claim that Diadema NEVER took our passports and therefore did not have them. They said they never take passports from Americans. Both people were extremely rude to us. When we pointed out to them that we had receipts in our hands from the ship's staff member who took our passports from us, then and only then (but only after we refused to leave) did one of the two staff members agree to walk somewhere else and see what the problem was. She did so with extreme and obvious anger, like an angry child. Of course she DID find our passports and ultimately they were returned to us. But even then she had the gall to accuse US of being at fault for having turned in our passports in the first place! COSTA STAFF TOLD US TO TURN IN OUR PASSPORTS WHEN WE CAME ONBOARD!!! We were shocked at the constant rudeness onboard Diadema. And we were not alone; we met a few other non-Italian cruisers, all of whom told us that they were seeing and experiencing the same kinds of unprofessionalism and outrageously rude behaviour from all of the ship's staff. All of us agreed that staff were particularly rude toward Americans. Not once did any of us observe Italian guests being treated that way. Disgusting behavior. Costa Diadema staff clearly do not have a customer service focus on their poorly-run ship. I've cruised dozens of times on many cruise lines and have never in my life experienced the general rudeness and unprofessional behaviour that we experienced everywhere on the Costa Diadema. I'm not only unhappy, I am genuinely angry. Not only will I never sail again on Costa, but I will shame them publicly in cruise web communities - as I am here - as the single worst cruise line and worst cruise ship possible. If Costa is serious about solving their significant and many problems, they will have to start listening to their customers, and they will require serious retraining with a focus on customers. Right now Costa clearly don't care about their customers. Shame on them. Read Less
Sail Date February 2017
My husband and I have taken many cruises, (and quite a few with Costa) in the past, and we have always been impressed with the cruise line, its staff, and the services provided. We belonged to Costa’s Loyalty program, and were quite ... Read More
My husband and I have taken many cruises, (and quite a few with Costa) in the past, and we have always been impressed with the cruise line, its staff, and the services provided. We belonged to Costa’s Loyalty program, and were quite high up due to our numerous cruises. We also have been Carnival Shareholders for a number of years. Never before have we been so disappointed in a cruise or a cruise company! Our daughter (who traveled with us) was appalled how awful the treatment (and lack of services) was. We were let down and embarrassed to say that we had previously recommended Costa to friends and family. First, upon embarkation, we learned that our status on Costa’s loyalty program had been reduced significantly. While we had previously been almost at the top tier of the program, we were informed that our status had dropped down to the basic tier. Any perks we had accumulated were lost. We were told that this had happened because we hadn’t cruised with Costa for three years. A demotion such as this has never occurred with any of the other cruise lines that we have sailed with. At dinner the first night, we were informed by our waiter that if we wanted to drink water during our meal, we would have to purchase it. We told the waiter that we were comfortable with tap water, but he insisted that tap water was unavailable. He explained that if we wanted to drink water with our meal, we would have to purchase mineral water. This is ludicrous as we have never had to pay for water on a cruise. On the first evening of our trip, we were not served coffee or tea after dinner, nor were we asked if we wanted any. Seeking some coffee, we proceeded to the buffet to obtain some. Once there, I noticed that there were no coffee or hot water machines. I asked a waiter in the buffet area where the coffee was, and was told that there was none available (and if I wanted coffee, I would have to “purchase” it). Once again we were amazed. All cruise lines that we had cruised on (except Costa) have, at a minimum, hot coffee, tea, and hot chocolate available complimentary throughout the day. We went to the reception area to speak to Guest Services. Upon asking for clarification about the above issues, a very disrespectful customer services associate us that our status had been downgraded because of not cruising with Costa for a period time. She also told us that we would have to pay for water during meals and that if we wanted coffee it would have to be purchased (except at breakfast and tea time when it was free). My husband explained that, in the future, to circumvent the water/coffee situation, we would fill up empty water bottles with tap water from our cabin, and bring them to the dining room for meals. He also stated that we would get several of the “complementary” cups of coffee at breakfast, bring them to our cabins, and when it was dinner time, bring them to the dining room. This would enable us to have basic beverages with our meal. How ludicrous that Costa’s policies would force us to engage in such unusual behavior (although the customer services associate thought it was an acceptable arrangement). We were also informed that we could purchase a coffee/cappuccino package if we wanted to get hot beverages with dinner. Having never heard of such draconian policies, we asked to speak with a manager. We were told (as did other crew members throughout the cruise) that it didn’t matter, we “would get the same response.” After expressing that we never heard of having to pay for basic beverages on a cruise before, the associate told us this had been Costa’s practice for the last two to three years. She also stated that only food (and not beverages) was included in the price of the cruise. After we said that this wasn’t evident when we booked the cruise, she arrogantly instructed us that we should have read the contract! Dissatisfied with this person's continued brash responses and the gross cutbacks in beverage services, we requested a meeting with the Hotel Director and left. The next morning, we went to the dining room for breakfast. My husband ordered regular coffee, and I, decaffeinated with lactose free milk. The waiter informed me that “I” would need to go to the adjacent restaurant since the waiters there had a better understanding of food allergies. When I said that I didn’t want to eat in the adjacent restaurant while my husband was eating in the restaurant we were currently seated in, the waiter finally conceded to bring me some lactose free milk. Next, I was brought hot water with a packet of decaf coffee on the side. To my dismay, I found that Costa does not brew decaffeinated coffee; I could only get instant. I also found that in order to get cold cereal for breakfast (while my husband was having eggs), I had to get up and get it myself from the adjacent restaurant. Other mornings, we found the dining experience to be as bad, if not worse. Only one menu for three people was available, so we all had to take turns passing around, and sharing, the menu. No substitutions or changes were possible, and individual preferences could not be accommodated. For example, my husband wanted eggs benedict with a hash brown. He was informed that eggs benedict did not come with a hash brown, and if he wanted one, he needed to order the English breakfast (which included one egg, bacon, sausage, beans, a mushroom, a tomato, and a hash brown). So he had to choose between getting a breakfast he didn’t want (to get the hash brown), getting eggs benedict without any hash brown, or ordering both breakfasts (just to take the hash brown from the unwanted English breakfast). What a waste of food, and a lack of individualization and flexibility when one has to order two full breakfasts just to get a hash brown. Lactose free milk for my coffee and/or cereal was often difficult to obtain. Oftentimes, I was told that the ship did not have it (which I knew wasn’t true). Other times it took up to three requests until we were served it. It appeared that the wait staff either was unaware that lactose free milk was available, or they didn’t want to take the time to obtain it. Wanting to make our trip a little more enjoyable, and so that we could get hot beverages, our daughter (who was on the cruise with us) decided to buy us a cappuccino package (which cost over $73). About fifteen to twenty minutes prior to dinner, she went to one of the bars (which is where she had been told to go) to order the package. This resulted in a lengthy and cumbersome experience. She wanted to personally pay for the package, but upon finding that her Costa card was linked to our credit card (as we were paying for her cruise), she was directed to Guest Services. She waited there for quite a while before being able to speak with someone. She was subsequently apprised that her credit card (or cash) could not be accepted, and that the only way she could purchase the package for us was to take our credit card off her room charges and replace it with hers instead. Since there appeared to be a lack of flexibility, and since she was becoming quite late for dinner, she relented and asked the employee to make the switch to her card. Thinking that she had settled the issue, she didn’t expect to be sent back to the bar to complete the transaction. Next, when she returned to the bar to make the purchase, she was informed she could not attach the package to our account, despite having previously been told she could. This then prompted another trip to Guest Services. The purchase of a cappuccino package should have been seamless and streamlined; such a transaction should be able to be accomplished in one simple trip, instead of four. Furthermore, actually getting the cappuccino was a difficult task, fraught with unnecessary confusion. We were told by our waiter at dinner that he was unable to get us cappuccino (as he would have to leave the dining room and go to a bar to obtain it). Accordingly, if we wanted an after-dinner coffee/cappuccino (which was already pre-paid), it was unavailable in the dining room. Instead, we were informed we would have to leave the dining room and travel to a bar to get it. This was not my idea of a relaxing meal or cruise. Many of the staff didn’t know how to process a cappuccino order at breakfast or at lunch. Some waiters were able to order three cappuccinos, and charge it (against the package we had purchased) on just one of our Costa cards. Other waiters insisted that they needed each of our three individual cards (we linked the cards together). There was much confusion on their part, and no consistency. Our experiences with Costa only worsened. While at home, prior to the cruise, we booked shore excursions for 5 of the 6 ports, for all three of us (a total of 15 tours). At our first port, Palma de Mallorca, we found that we had a bilingual guide; we were told the tour would be explained in both Italian and English. Although the tour was interesting, we were disheartened to learn that 75% of the cruise was spoken in Italian, and only 25% spoken in English. We were not able to understand the guide 75% of the time, as none of us knew Italian. The rest of the tours we took were done in ½ English, and ½ in a foreign language (German, Spanish, and French), a major disappointment. The shore excursion booking form that we used on line never stated that the tours would be in two languages. If we had known this, we would have booked independent tours with a reputable company, such as Viator. In addition, the “tour order form” received upon embarkation, (and also available at the Shore Excursion desk) lists seven individual languages, so that passengers can check which language they speak/understand for the appropriate tour selection. Nowhere on the form did it state that tours would be done in more than one language. On Costa’s excursions, we wasted a significant amount of time listening to foreign explanations instead of learning in our own native language. We went to Guest Services to advise them of the difficulties we were experiencing and requested that the Hotel Director contact us. She never did. Instead, later on, the manager of Guest Services called my husband. After a lengthy discussion that didn’t resolve our concerns, she told him that she would attempt to arrange a meeting between us and Hotel Director the next day, at 6 p.m. The next day, after not being contacted regarding whether the meeting was still on, I phoned Guest Services about at 5 p.m. to find out what the status was. I was advised that someone would get back to me. Forty-five minutes later (15 minutes prior to the pre-scheduled meeting), I called once again for confirmation. I subsequently was informed that the Hotel Director wouldn't meet with us. I still don’t understand why I, a passenger, had to attempt to confirm a meeting with upper management. Neither Guest Services (including the manager), nor the Hotel Director, bothered to confirm a tentative meeting and/or set up another date/time. The next day, we found a bottle of champagne with a brief note from the Hotel Director in our cabin. We do not drink champagne. We would have much preferred coffee with our meals and, or at a minimum, a meeting with the Hotel Director. We returned the champagne, and never heard from the Director for the duration of our trip. The first night of the cruise, we had requested that two daily information sheets (Diario di bordo) be delivered to our cabin each evening. Despite requesting this three times from Guest Services, not once did we get the two copies. Furthermore, we often didn’t receive even one copy until 11 p.m. (making it inconvenient to learn what time our tour the next day would start, and where we needed to meet). Several times, we stayed up late waiting for next day’s planner to be slipped under our door. Regarding tours, we had two other major issues with the Shore Excursion Department. The first occurred after I became ill on the cruise. We had two 9 hour (all day) excursions booked for the next two days. I felt I wouldn’t be able to get a refund for the next days’ tour, but I wanted to get a refund for the tour the second day (giving over 48 hours’ notice for cancellation). That morning, I went to the Shore Excursion desk to request a refund for the tour scheduled two days later. I was informed that it was impossible to cancel a tour and get a refund, no matter how many days’ notice I would give. On every other cruise line that we’ve travelled on, tours could be refunded (for any reason) if 24- 48 hours’ notice was given. We ultimately found that Costa could cancel one of our tours (with no penalty to Costa), but we couldn’t cancel a tour without being penalized for the total cost. I asked to speak with the Manager of Shore Excursions (who, not unexpectedly, was unavailable). The crew member at the excursion desk took my name and cabin number, and told me he would have the manager contact me. Late that same afternoon, we learned that the tour “Roman Treasures: Vatican Museums, St. Peter’s, the Colosseum and the Forum” (at a cost of $336 for three), booked for the next day, had been cancelled. We were informed that it was cancelled because not enough “English speaking guests” had signed up (which was unusual since all of the tours we took throughout the cruise were spoken in a foreign language 50-75% of the time). Staff from the Shore Excursion desk recommended and encouraged us to book a different tour (“Premium tour: the Vatican from the Pontifical Villas in Castel Gandolfo to the museum and the Sistine Chapel”) instead, since it would be in English. We agreed to take the tour because the primary reason for taking this cruise was to see the Vatican Museum, the Sistine Chapel, and St. Peter’s Basilica. We paid a total of $379.95 (significantly more than the cost of the cancelled tour) for this replacement tour. The next day, we took the substituted tour, and found that lunch wasn’t included. Lunch cost us about $35, so the total cost for the day was $414.95 ($379.95 + $35). This was $78.95 more than our original tour. To summarize, we wound up paying close to $80 more for a tour that we really didn’t want to take, which was spoken half in a foreign language that we didn’t understand. We believe that the tour information was misrepresented, since the Shore Excursion staff did not inform us that lunch wasn’t included, resulting in additional costs. That evening, because I was feeling sicker, we went to the Shore Excursion desk to cancel my tour for the next day (in La Spezia). My husband and daughter (who were still planning to take the tour) were reminded by one of the Shore Excursion staff to pick up a “Basket lunch” the next morning (prior to the tour). While we were there, since we hadn’t been contacted by the Manager of Shore Excursions (as previously requested), we again asked to speak with her. When we were told she was unavailable (again), my husband requested that she personally contact him. Prior to the tour the next day, my husband and daughter arrived in the theatre to get their lunch, as they had been directed. However, they were told they weren’t eligible for a Basket lunch. Not wanting to miss their tour, they unhappily accepted the information and proceeded to take the tour. Lunch, while on tour, cost them $25. Late that afternoon when my husband and daughter returned from the tour, he advised me of the lunch ordeal. Again, we went to the Shore Excursion desk to express our concerns. We provided to the staff that day’s Daily sheet (Diario di bordo) which stated “*Tour with Basket Lunch included: we kindly ask to pick up the Basket Lunch at the entrance of the Emerald Theatre…from 8.30am to 9.15am by showing your Excursion Ticket.” After much discussion amongst the staff, one member agreed with us. She apparently tried to make a monetary adjustment on her computer to rectify the situation, but told us that she wasn’t able to do so. Another shore excursion staff member then said since we purchased this shore tour on line (prior to the sailing), we were not eligible for the supposedly “included” Basket lunch. The fact that we were ineligible was not evident on line, or in the Daily program. My husband asked the staff to obtain a letter from the Shore Excursion manager stating that lunch was not included in the tour, as he wished to bring up the matter more formally at a later time. He was denied this. Eventually the Assistant Manager of Shore Excursions appeared. She argued with us, saying since we paid $5 less for the tour (by booking on line), we shouldn’t get lunch. Specifically she said “if you had booked on board, you would get the lunch.” Even after we showed her the daily program, she was relentless. We felt “nickeled and dimed” by Costa’s inflexible practices. We advised the Assistant Manager that we had requested a meeting with Shore Excursion management twice, but that no one had called to speak with us. She answered by saying that she hadn’t received either of the two messages (which had been generated by her own staff as per our requests). We were never treated so poorly and with such disrespect, than we have during this cruise. We are insulted that (among other things) Costa wouldn’t reimburse us the cost of two “five euros” lunches, especially when it cost us $25 to buy our own. Costa cruises has dramatically changed over the year, all negatively. In addition to the above difficulties/obstacles that we experienced, we have found that Costa has cut back (and is no longer providing) the following complementary items that it once had:  Brewed decaffeinated coffee  Fruit in cabin  Consolidated daily newspapers from the US (had to pay to receive papers)  Hand lotion in cabins  Ice cream (must pay for). Ice cream not available at dinner  Pizza (must pay for)  Hamburgers (must pay for)  US television channels (all foreign news programs)  A “library” that had no books  Must pay for room service  Water with meals  Coffee at meals We were saddened to find that Costa had changed so much all to the negative. Upper management, in our opinion, is unenlightened and inaccessible. Instead of problem-solving issues, they rebuff passengers. They are either unwilling, or unable, to address and rectify concerns in order to make the cruising experience enjoyable. Front line managers were unable to accommodate requests, and could not make minor adjustments/reparations to please the passenger. Likewise, much of the crew is restricted from veering from rules, as evidenced by their inability to accommodate minor meal modifications, or to provide tap water at dinner. They often seemed to be placed in the middle of trying to please passengers while adhering to directives. In essence, they appeared to be paralyzed by Costa’s rules that often didn’t make sense. Crew that we encountered on other cruise lines were typically jovial and friendly, demonstrating camaraderie and a sense of working together. Sadly, we didn’t see this on Costa. Waiters appeared to run around trying to do the best job possible, while much disorganization and inconsistency was evident. At breakfast and lunch, we had to ask for menus; usually this is the first thing offered to diners once seated. The new computerized menu ordering system worked at times, but waiters (at lunch) usually regressed to the old “paper and pen” system due to supposedly “slow connections” between the dining room and the kitchen. Passengers were unable to be seated at lunchtime unless their entire party was present and ready to be seated. While our dining room waiter and our cabin steward(s) were excellent and accommodating, other crew generally seemed unhappy and discontent. Staff in any organization should be empowered, and should have the necessary tools, organization, and support to do their jobs efficiently and most effectively. Unfortunately, this was not evident on Costa. In conclusion, we had experienced more issues/difficulties during this short 7 night cruise than we have experienced in all of our 65+ cruises (some as long as 50 days) combined. The type of service we received on the Diadema was unacceptable, and is certainly not appealing to the US market. Read Less
Sail Date January 2017
myself 67yrs and my son in law 57 with his father 88 were recommended a Costa med cruise on the flagship Diadema from the start it was obviously not the cruise we were expecting I have done cruises before so had some idea how things go. ... Read More
myself 67yrs and my son in law 57 with his father 88 were recommended a Costa med cruise on the flagship Diadema from the start it was obviously not the cruise we were expecting I have done cruises before so had some idea how things go. The cabin was OK comfy.. but very noisy door locks,we found the staff [some] moody and stroppy having at one time witness a full blown argument between barman and barmaid in front of the customers,drinks were expensive and if you had dinner in the restaurant the food was small portions and pretentious with waiting time up to one and a half hours and you were lucky if your waiter had a smile on his face,even water was charged . If you chose the buffet,this would involve a lot of standing, and pushing in by the predominately Italian tourist then there would be a fight to find a seat,I was suffering with my back at the time so had to use a walking stick I decided to sit at a disabled table for comfort [the table was empty]although the table was not required I was asked to leave as I hadn't registered with the ship as disabled . English was the 5th language on board so TV didn't really cater to our needs I could go on with problems I had, getting my curtain fixed the childish entertainment [if you could find a seat]being charged at every opportunity, forced tipping having no choice in the matter the look on the waiters face when I dared to ask for a extra egg with my b/fast [the worst full English I have ever had]the list goes on . What I need to say is the cruise is what it is and a younger person would have probably managed a lot better ,the tourist were predominantly Italian,next French,Spanish and German in hindsight we should have been advised better as to the type of cruise most suitable for three elderly Englishman all I would say is look carefully at reviews first. Read Less
Sail Date November 2016
was recommended cruise by iglue,had cruised twice before with different lines if your thinking of a Costa cruise I highly advise you look elsewhere ,the ship was spotless that's the good point over and done ....English is the last ... Read More
was recommended cruise by iglue,had cruised twice before with different lines if your thinking of a Costa cruise I highly advise you look elsewhere ,the ship was spotless that's the good point over and done ....English is the last language spoken,its pot luck if you get a waiter whose not moody, the buffet is like a cattle market free for all with pushing in and general bad manners,we waited 1 hour and 15 mins in between the starter and the main when we went dinning...,making tea in the cabin is forbidden,you have to pay for everything other than breakfast time when tea, orange ,coffee is free,a small beer will set you back £4 every thing is overpriced and will make a big difference to your budget,there is nowhere to buy toothpaste or small items on board but you can get a high end watch or handbag,the constant having to pay out soon puts a damper on things,wouldn't be so bad if the prices were not so outrageous .The main theme is Italian so expect cold meat and sweet cakes for b/fast,we tried the full English and I am not exaggerating when I say the fried eggs were fridge cold and the rest was disgusting. evening buffet was OK with more variety available,the entertainment ranged from good to childish,my son in laws father collapsed in palma and we rushed him back to the ships doctor who would do nothing till the cost was explained,there are silent light switches in the cabins but very noisy door locks that wake you up in the middle of the night by some inconsiderate door slamming...the tv has over 80 channels but only 3 are English and 2 of them are news channels I could go on but I think you get my point ..look elsewhere . Read Less
Sail Date October 2016
This was our 9th cruise. First time in Costa. Food in dining rooms was nasty. Buffet was good, but too many people went there. Probably because they didn't like dining room food either. Beware of bread - it's rock hard, not ... Read More
This was our 9th cruise. First time in Costa. Food in dining rooms was nasty. Buffet was good, but too many people went there. Probably because they didn't like dining room food either. Beware of bread - it's rock hard, not edible!!!! Staff is stuffy, not friendly sa on carnival or Norwegian. Also, they don't know anything. We were lied to about the drink programs numerous times. We had our souvenir hard rock tshirts disappear from our cabin and found somewhere else on ship. My nieces tennis shoes disappeared also. People leaving and joining cruise at every port. Safety drill every day for newbies. Which was very disappointing for people already on cruise because bars were closed, and that's the only place to get drinks, coffee etc. Had cabins 2026 and 2024 ( had hair and dust in shower/ bathroom). Even so we had nice weather they never retracted the roof for the pool deck. It got hot and stuffy in there. Not much action anywhere. Read Less
Sail Date October 2016
Just back from a week on the Costa Diadema. Would suggest to everyone to go with another company as Costa made us feel like a burden on numerous occasions throughout the week. English was the fifth language on board after Italian, Spanish, ... Read More
Just back from a week on the Costa Diadema. Would suggest to everyone to go with another company as Costa made us feel like a burden on numerous occasions throughout the week. English was the fifth language on board after Italian, Spanish, French and German. The schedule, procedures etc. were chaotic and confusing for us and every query we made to a member of staff was met with eye-rolling and annoyance. The desk staff at reception on level 3 are particularly unhelpful and plain rude. With a few exceptions (in particular a very nice and helpful waitress named Leabel) we found the vast majority of the staff on board to be unconcerned with looking after guests and it seems that upselling, blowing off queries and complaints and doing the bare minimum for guests is the order of the day on board this ship. This was our first cruise with Costa and will definitely be our last. There is a serious attitude problem which usually starts with the senior staff and filters down and we feel this is certainly the case here. Initial cruise cost us 900 euro for the week for 2 which was very good value. Our extras bill at the end was 1580. So almost 2500 in total for 2 people for the week. We feel that for that we deserve better and can certainly get much better elsewhere. Aside from the attitude of staff which was by far our main gripe there were not many other redeeming factors for us. The buffet food was good but always cold. The sit down restauants which were included in the initial price were very nice but the food was not as good as the buffet which shouldn't be the case and again food was always cold. We upgraded, to the higher restaurant package (which we feel is Costa's aim anyway) and those restuarants were excellent, especially the Teppanyaki. The entertainment during the day was quite good with usual mix of quizzes, dance classes bingo etc. The evening/night was different with very little to do other than gamble in the casino, or attend poor music shows. We feel as it was set up so that most people would not be up all night making the most of the drinks package that they purchased for 200 euro per person.The pools are tiny. Again we had to pay extra to use a sauna, steam room & hot jacuzzi in the Samsara Spa which were beautiful. Simply you have to pay more for everything and if you don't you'll struggle to fill your time and will find it boring (again we feel this is not by accident on Costa's part). The excursions were all very overpriced so we did not book any of those, the wifi was expensive, there were two english TV channels in the cabin (BBC news & Aljazeera) and very poor selection of movies to rent which cost 9 each. Costa advertise their 4d cinema, scuderia simulator & star lazer as highlights of the ship but they are all terrible and should be included for free but again are extortionate. The ship itself is huge, lovely and clean and it's a shame that with some very simple changes by Costa this could have been an excellent trip for us and everyone else. Anyone who tells me they enjoyed their trip on this ship, trust me you can do much much better for your money. We could live with the entertainment and facilities not being up to much but when the staff including managers and senior staff are as rude as we experienced on this cruise it makes the whole experience feel terrible. Rant over, and if even 1 or 2 people read this review and decide not to travel with Costa we would be happy as losing business is the only way that this company will change their ways and look after the customers much better that do travel with them in the future. Read Less
Sail Date October 2016
Well what can I say on the outside things look good but far from it on the inside We booked a week around the med first thing I get sold full drinks package for 200€ each spa package160€ do not buy either its a con. Drinks I was ... Read More
Well what can I say on the outside things look good but far from it on the inside We booked a week around the med first thing I get sold full drinks package for 200€ each spa package160€ do not buy either its a con. Drinks I was waiting constantly at the bar to be served one time 45mins they go slow when the know your on package The spa you can never get in and drinks finish at 6 so again they don't tell you that. The food at night was terrible staff don't care waiting 3 hrs one night for four course meal 3 dishes was cold I complained but nothing came of it trying to get a drink with meal well good luck if you want two drinks Tv in room not working cabin 8062 told reception 3 days never fixed The only good food I had was when I left the ship or in pizza bar on deck 5 but you have to pay for that. There is lots more I could say but wasting my time ruined my holiday to be honest was a mess and little to know organisation my first and last cruise with Costa Read Less
Sail Date August 2016
We have always cruised with Costa for 8 years and tried MSC and P&O only to find ourselves return to Costa purely for the great food, entertainment and welcoming staff. But over the years their system has changed dramatically and on ... Read More
We have always cruised with Costa for 8 years and tried MSC and P&O only to find ourselves return to Costa purely for the great food, entertainment and welcoming staff. But over the years their system has changed dramatically and on this particular cruise we found that everything is money orientated and here is a list of what I mean: 1) Costa always provided water at dinner times on previous cruises but now they expect everyone to PAY for the water (and its not cheap at just under 4euros) and to top it of they automatically charge service charge of 15% which I find absolutely ridiculous. 2) We always had pizza on Costa including the evenings but the systems has changed where you'll have to pay for pizza. And the pizza at lunch time is nothing like pizza but a blob of pitta bread and cheese. An Italian cruise and no pizza UNLESS YOU PAY! 3) We were use to having gelato ice cream for dessert during dinner time but now....no ice cream at all. You'll have to go deck 5 and pay for it. Yet again Italian cruise no gelato UNLESS YOU PAY! 4) No sauna or steam room on this cruise UNLESS YOU PAY for the samsara package. Ridiculous. 5) Had a dispute with our cabin steward on deck 9. On the second evening he didn't leave the itinerary sheet on our bed like they do every evening. The following morning I asked him if he can provide me one as I do need to know what time the ship was leaving and whats going on in the ship. He was adamant he put the sheet on my bed but I told him I had nothing (if I did I wouldn't have to ask!) he threw a strop and said now he has to go down to reception to get me one. I told him its fine, I can get it myself. Then he said he'll put 4 or 5 on my bed tonight. I told him I only need one. He wasn't happy that I said that. Then few days later we noticed our cabin was hardly cleaned properly and that we threw away our costa cruise ship box! I approached him about it and he said he did throw it away because he THOUGHT it was rubbish! I said I need that box so I can bring my cruise ship back to UK is good condition. Plus he shouldn't throw anything away unless it was in the BIN. He refused to acknowledge anything I say then said sarcastically he'll pay me back $100, $200 or $300! I was numbed. I told him I just need the box I don't want your money. Then he said hes worked on Costa for 16 yrs and said hes never experienced someone like me! I was fuming! I paid to come on holiday and get treated like I'm in prison camp. To top it of I had to pay 9euros daily for this kind of treatment? Theres a party of 10 of us and we pay 90euros each day for this service!!!? Not on! I complained to the reception and they made him give me back my box and apologized. I've honestly never experienced anything like this and this is my 16th cruise! 6) Don't expect hot breakfast on this cruise. The last order is at 9AM and if you do happen to arrived 2 minute before they'll treat you like crap. The food is cold and they walk around with luke warm coffee and tea and seem to ignore you when you want milk? Not happy. They used to serve hot breakfast buffet in the mornings and now that the system has changed alot of people were complaining. 7) We have built up points over the years and as we are pearl Gold members we always had our club photos for free and this always included pictures with the captain. Now they only give you one photo (without the captain) and they take several pictures and only to print the free photo when some of us in the picture had our eyes closed and print the good picture on the bigger photo and expect 15euros for it! This was not just my experience but other cruisers complained about it. They basically purposely choose to give you the picture when everyone isn't ready and expect you to pay for the decent pictures. SO yet again UNLESSS YOU PAY you won't get a decent club photo. 8) Over the 8 years we have been cruising we built up our costa club points to Pearl Gold. But their new systems has changed so that any point gained before 3 years of cruise will automatically be deleted. This will make it impossible for us to maintain our pearl gold status unless we do world cruises with them atleast twice a year. I'm not a person who normally write reviews or to complain about things. But I honestly felt like Costa cruises have gone downhill and everything is done to their profiting and not to customers satisfactory. We cruise 2 to 3 times and year with Costa but we will change and try other cruises. The only up side to the cruise is the beauty of the ship and the entertainment. But theres so many lows. :( Read Less
Sail Date February 2016
I am an experienced cruiser,4 star Holland America and Platinum Cunard and I hated my first and only cruise with Costa. I hated it so much I packed my bags to leave the Diadema in Palma after 1 night! I think that says something. I only ... Read More
I am an experienced cruiser,4 star Holland America and Platinum Cunard and I hated my first and only cruise with Costa. I hated it so much I packed my bags to leave the Diadema in Palma after 1 night! I think that says something. I only stayed on board because of the cost in abandoning ship... hotels and flights. I did not expect the sheer and vast difference of a Costa cruise. NO hots drinks 24/7, only at breakfast, which is a bun fight and between 4 and 5 pm, that's all. NO tap water at the table, you have to buy it at 3.30 Euros a bottle. Poor and cheap quality food, padded out with bread or crumbs, stringy chicken, most food was tasteless. Better quality Main dining room available at a supplement!.....never had that before and terrible advertisement for a cruise line. Ship was too full, almost 5000 passengers. To get a seat in the Theatre I had to sit it out for 40 minutes. The Theatre only holds 1200, a quarter of the number on board. At every port there was a change of passengers, Spanish at Palma, Italians at 3 ports and French at Marseille. NO real Luxury around the ship, all hard or wipe clean clean surfaces, even curtains in the dining room were hard plastic. Out of 5000 only 500 English speakers , so be warned it's basically an Italian speaking ship. To sit with a fellow English speaker at breakfast was impossible.....they made it so. The emergency drill lasts forever as you have to sit through multiple languages, I must have witnessed the putting on of a life jacket 6 times. The PA system is used far too much and the centre pool area is beyond noisy. Ship was full of Italian families, loads of strollers and kids. Finally there was a total black out of the ship in Palma, I had, along with others climb 12 flights of stairs. I'm sure it could have been managed better. Ships are havens for older people with mixed abilities, climbing 12 flights of stairs is a recipe to kill!. I would NEVER EVER CRUISE with Costa again and those that have cruised more upmarket lines should beware. Read Less
Sail Date October 2015
We've been on cruises before and we were really looking forward to our holiday. I'm a food & travel writer & I travel a lot. No exaggeration, it's the worst holiday experience that I've ever had in my life! ... Read More
We've been on cruises before and we were really looking forward to our holiday. I'm a food & travel writer & I travel a lot. No exaggeration, it's the worst holiday experience that I've ever had in my life! Embarking, they x-rayed our bag & tried to take our bottles of wine. 'You must buy your wine on board,' we were told. I told him to get lost & we walked away. We hardly slept at all due to the undisciplined kids yelling & racing up & down the corridor, banging doors till late at night, then early in the morning. Afternoon nap? No way! It was impossible! How about a swim? Every pool was crammed full of yelling, splashing kids. I wouldn't trust my child in there! You wouldn't be able to see if anything happened to them. We'd been promised a kid-free trip as they would be back at school. The ship holds nearly 5,000 passengers, plus the crew & staff. But there aren't enough seats or tables at the horrendous buffet, which starts at about 12.30 & finishes at 3 - when most of the passengers are ashore! There's no choice of restaurants in the evening. We called it the Cattle Battle; wall-to-wall people, all pushing & shoving. Don't believe me? come & see the burn marks up our arms & the stains down our clothes from spilt coffee, available from one urn! I can picture my poor husband, battling through the mob, struggling to hold on to the cups of coffee. Oh the despair on his face! The water dispensers are switched off after meals & you can't drink the water in the cabin. In the evening, the restaurant is miles away from the kitchen & all the food is cold & stuck to the plates. And the chef only knows how to make mashed potato, day after day! I sent most meals back & then the replacements. I was really afraid of food poisoning. I went to bed hungry most nights. One night I was chewing on a piece of dry bread that I brought from our Palma meal. In Naples, I couldn't get out of bed as I was tired, hungry, disillusioned, overdosed on gluten & near to tears. But as the ship sailed at 3 which meant being on board at 2, there was no time to go anywhere. There was a whiff of sewage all over the ship. We christened it the Poop Deck. I've never known such a cold-blooded bunch of money-grabbers in my life. They really should lose their licence. They're a bunch of greedy, lying con-artists. There are other restaurants, but you have to pay, even for a slice of pizza or a coffee. How about the 4D cinema? No, you have to book & pay. Ice cream parlour? 5 euros for a cornet - plus a 15% service charge! And the, um, entertainment? Females in stilletos with a guitarist or a pianist & a tinny background, warbling The girl from Ipanema or Your love is King, night after night. The disco was packed, with people watching all up the stairs & peering over the balcony. We couldn't stroll around as we were battered from all directions. There were crowds everywhere! No joke, if there had been another disaster at sea, we would have been crushed in the rush. We've demanded a complete refund, plus compensation. Read Less
Sail Date September 2015
A group of 30 of us took Costa Diadema this summer and it was by far the worst cruise we have ever been on. We go on a cruise almost every year and this was our horrible experience... -Water glass 1.50, everything had a price even ... Read More
A group of 30 of us took Costa Diadema this summer and it was by far the worst cruise we have ever been on. We go on a cruise almost every year and this was our horrible experience... -Water glass 1.50, everything had a price even coffee and ice cream -Pool was way too small we would have to fight over chairs every time one of us got up there was not enough chairs for everyone on the cruise -Every worker was rude, not polite -Every day new passengers came on the cruise and everything would close for 1 hour while we are at sea to do a fire drill every single day, you can't even buy water -there was No food on the ship, no food when get back on boat and no buffet for dinner if you are hungry during day you can't eat. Dinning room food was okay service was horrible only way to eat good is to pay 30 euros a night at the other restaurants -My Baby cousin wanted French fries at 6 because she was hungry and they wouldn't give her them because her seat dinning was late even though the fries were already made. -there was No air on ship it was cooler outside -To get on the ship they gave us numbers to be called where we waited one hour when we were supposed to have priority check in and then we just cut the line or else we would've waited for 3 more hours for number 22 to be called. -Once on the ship luggages were missing they kept them hiding in the luggage storage for some reason and then u have to go pick it up and find it yourself -Breakfast buffet was not breakfast it only consisted of bread and crossaints if you wanted a real breakfast with eggs and pancakes you would have to get to the dining room before 9 or else they wouldn't serve you. -Casino only can cash 1,000$ at a time if you will more you have to wait every 20 minutes to cash chips in. -bad customer service no one speaks English would never travel on another costa cruise ever again! Read Less
Sail Date July 2015
We looked forward with great anticipation to our trip on the Costa Diadema. We last cruised with Costa some 13 years ago and expected changes - but oh dear, this was much worse than we expected. We flew to Barcelona where we spent 2 ... Read More
We looked forward with great anticipation to our trip on the Costa Diadema. We last cruised with Costa some 13 years ago and expected changes - but oh dear, this was much worse than we expected. We flew to Barcelona where we spent 2 happy days before embarking on 16th March for a one week cruise to Palma Mallorca, Naples, La Spezia, Savona, Marseilles and back to Barcelona. In no particular order here is a list of things we were unhappy with: 1. We always tip but we like to present our envelopes to the cabin steward, waiter etc, usually with the full recommended amount, occasionally move and less if the serviv=ce has been very poor. Other cruise lines allow this but not Costa. Tips are automatically added to your account with no exception. 2. Usually cruise lines offer talks and some information about the ports to be visited. Costa does not. 3. At dinner other cruise lines have jugs of water and your glass is refilled. With Costa you have to pay for water at dinner. 4. I have yet to discover a cruise line that does not have ice cream/sorbet on the dinner menu. Costa does not have ice on the menu as a stand alone choice or as an option the custard. You can of course leave the restaurant and purchase icecream. 5. There is no hot/cold buffet so that if passengers do not wish to go to the dining room, nor to one of the speciality restaurants, they starve. 6. In all the restaurants I visit if I order mussels I also get a finger bowl to clean my fingers. The waiter didn't know what I was talking about when I asked for one - he soon found out. 7. Waiters did not clean crumbs fron the table. 8. The breakfast buffet was cold - no hat food at all - no eggs etc ugh. We could go to the restaurant for breakfast and wait to be served with a cold English breakfast!!! 9. Room service breakfast had to be paid for. 10. The library was interesting - no books - but they did provide free Kindles but the choice on these was poor - lots of Moby Dick and Pride and Prejudice!! 11.There were not that many British passengers so we thought the English host might have arranged a get together, but no. I am nor sure what she did do. She certainly did not take any questions after her disembarkation talk.We found out from the Dutch representative that we could talk our own luggage off - so much easier. 12. The Captain was pretty anonymous.We are used to a daily Captains update. 13. No booze or cigarettes sold in the duty free shop - but maybe this is in line with EU regulations. 14. The ship was far too hot. 15. In each port Costa laid on shuttle buses at a high cost. However it is pretty easy to do ones own thing and in Marseilles the port provides a regular and free shuttle service into the centre So all in all not an experience we shall repeat. It's back to Royal Caribbean for us. Read Less
Sail Date April 2015
I have never been on a cruise this poor. The quality, variety and availability of the food was terrible. Having to pay for the thing such as ice cream, pizza, water, just a snack was absolutely ridiculous. The nightly meals were also ... Read More
I have never been on a cruise this poor. The quality, variety and availability of the food was terrible. Having to pay for the thing such as ice cream, pizza, water, just a snack was absolutely ridiculous. The nightly meals were also very sub par. The chicken breast tasted like fresh out of the freezer. We were not the only ones who felt this way! The food never varied especially at breakfast Not one good thing to say about the buffets. You charged for everything, which is always included in every one of the other cruise lines that we have taken. Which in fact, are many. 45 dollars to see the inside of the ship. REALLY! Just to get off the ship to go to town was 15 dollars. This was a company trip and I would never go with your line again. I would certainly not recommend it to anyone. In fact I have gone out of my way to let others know how bad it was, especially the company we went through to book it. A trip from hell. Read Less
Sail Date March 2015
Costa Diadema Ratings
Category Editor Member
Cabins 4.0 4.0
Dining 4.0 3.1
Entertainment 4.0 3.4
Public Rooms 4.0 3.7
Fitness Recreation 5.0 3.3
Family 4.0 3.3
Shore Excursion 3.0 3.0
Enrichment 2.0 2.9
Service 4.0 3.3
Value For Money 4.0 3.1
Rates 3.0 N/A

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