To celebrate my 40-year-old birthday and my husband’s 50-year-old birthday, we decided to book a suite for our son and us. We have tried a cruise with Royal Caribbean before, so we hoped that the experience would be at least just as pleasant and where looking forward to some luxury with a butler and other nice stuff being pampered a little when we finally have the yearly vacation together.
Our expectations were not met at all. We experienced a ship filled with people not happy to work there and therefore the service was not nearly as good as it should be. When talking to another couple at dinner, who had tried other Costa ships, they said, that they had never tried a mood so bad before. They told us that the staff are usually happy and ready to give you a good time, but that is not what we saw at the Costa Serena at all.
We decided to buy an all-inclusive drink package that should be easy to manage. Order and drink. It was not easy at all. In the leaflet, Costa had written, that at dinnertime we could choose between 3 different wines and that a wine list specially made for the all-inclusive drink guests would be presented, so we were looking forward to that. At dinnertime, the waiter looked at us strangely when we pointed that out and would only serve 1 wine which I did not like at all. That next day we went to the information desk to find out what was going on and after talking to different people, the lady assured us that it would be taking care of that night, but unfortunately it was not. We were only served that same bad wine. The next day we complained to the Maitre D in the restaurant at dinner, and for some strange reason, the man had never heard or seen that the all-inclusive guests should have a wine list and different wines to choose from so I handed him the leaflet with the information. After consulting again with his boss he told us, that they would create a wine menu and that it would come in 15 minutes time as written in the all-inclusive drink leaflet. When I asked him if we were the only people ever buying the all-inclusive drinks and why they had not such a menu already as they should have, he just gave us attitude and said angry to me, if I thought it was easy to make such a menu. We did not ask for anything other than stated in the drink package!