60th birthday wish - dream cruise: Queen Mary 2 (QM2) Cruise Review by Bilich

Queen Mary 2 (QM2) 3
Member Since 2013

Overall Member Rating

60th birthday wish - dream cruise

Sail Date: May 2013
Destination: Transatlantic
Embarkation: New York (Manhattan)
My husband was very excited and really looked forward to sailing with QM2 as being one of the best ships. Overall experience was pretty good and most of the staff were very helpful and polite, plenty to eat in Kings Court , Britania provided good choice of food and excellent service. There was a good entertainment , library-which my husband loved. Also daily updates by captain and daily program- really interesting and informative. Room service was excellent , very prompt, polite and responsive. However all the above compliments were overshadowed by a few minor but at the same time important things which were not professionally dealt with. Website was providing information about 20kg in each piece of luggage while information desk (purser's desk) stated that even 23 kg was excepted as all luggage was mostly lifted mechanically. Also it is stated that travel insurance was a must and passengers wouldn't be allowed on the ship without insurance. No one asked for any of these details More at the time of embarkment.There was no one to guide us once we embarked the ship...where to go, there was no indication which room numbers are to the left and which to the right on each floor, to explain better how exactly on board cards work etc- once we were given those cards we were on our own.
Internet was another disappointment , it was too expansive and too slow. We were charged for something that we didn't even end up using as it kept downloading. Once I mentioned it and complained at the pursers desk we were told that's how it is...VERY DISAPPOINTING, not even offering a partial refund or discount. That's what excellent customer service is all about, especially when so much money is spent on board.
My husband needed medical advice about a blister on his foot. Doctor prescribed a cream with steroid which made things much worse and all toes got infected that he needed to see another doctor in London. Disembarkation was very unorganised and no enough staff was provided for assistance, people didn't know where and when to exit the ship. We were waiting for our call for half an hour after recommended time hoping not to kiss our coach to London. There was no one around to ask what's happening, I had to go to pursers desk to check. Then we had to catch a taxi to coach station after being told to go one way to catch a taxi and than the other....VERY FRUSTRATING.
I had abut 8 postcards to post and was advised to bring them to purser's desk, once I did I was advised that they will be posted once we reach Southampton, on 10th May. Paid for postage and until today, 22nd May no one received a postcard.
Before we disembarked the ship we filled in feedback form with our details stating Internet disappointment and cost. That was 10/05/2013 and until today there was no response by QM2 but we already received a new brochure with new package deals and offers. Less

Published 05/28/13

Cabin review: DA8088

Very happy with a cabin and layout, all staff were very friendly, polite and prompt providing excellent service. It would be very helpful if room numbers are better indicated in corridors as you get out of lifts....as most hotels have- which room numbers are to the left and which to the right. Also it would be convenient having more clocks around for easier indication, especially with time changes .

Port and Shore Excursions

As stated before, we were guided through the check points and to the desk were we were provided with ID on board cards. After that we were pointed out to the ship entrance and had to find out where to go. No other information was provided at that point.

Night before disembark meant were were provided with coloured tags and meeting points at particular time for the following morning. We were there almost half an hour earlier, didn't see anyone at the entrance as there were two floors with two doors on each floor for theatre. Once we realised we were missing something I walked to the staff member at one of the doors and was advised to go upstairs . We waited until almost 9.30 am for our tag GOLD colour to be called. There was no staff at the door and no staff in the theatre to assist. I walked to purser's desk to enquire , being frustrated at that point as we had a coach at 10.15 am to catch from the coach station. A the desk they didn't know anything about it but one staff member went to check and since he didn't return within 5 min we decided to look for exit ourself. Once we collected our luggage we were advised to catch a taxi as the best and quickest way to make it in time. So we were told to go one way and than the other way, walking around dragging heavy luggage and more time was lost. A the end we were lucky that the was no traffic on the road and we somehow made it in time very stressed. QM2 is am huge and very beautiful ship with a lot of passengers and therefor more staff is needed for assistance and more organising to make sure that everything runs smoothly.

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Member Since 2013
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