This was my third cruise and by far the worst. I have previously traveled Royal Caribbean and Carnival and both experiences were great. When we checked in to board the ship, our room was changed and the check in staff could not give me a reason why. Our bags were already labeled with the previous room number so we had to go immediately to guest services (my first of about 100 visits to guest services). I informed them that all of my bags would go to the wrong destination and they assured me they would fix this. When all was said and done, one bag showed up 5 hours later, two went to the wrong room (which I had to go personally retrieve), and one went missing all together. Over the next 5 nights, I stopped by the guest services desk to handle the missing bag. It wasn't until my 6th visit that anyone even mentioned filling out a "lost luggage claim form." I informed them that my toothpaste, lotion, and other toiletries had gone missing with the bag and they gave me a 1 mL tube of tooth paste with a tooth brush and a double XL tee shirt.
The store on the ship did not open until the 5th night and didnt have medicine until the 6th night. The customer service staff were unhelpful and noone seemed to know what to do. The line was constantly full of unhappy customers and everyone only seemed unhappier after leaving the desk. I do not blame MSC divina for losing my bag, it was most likely stolen at the port; but their lack of customer service and unwillingness to help was a daily headache. All I needed was a receipt from them so I could file an insurance claim and that took multiple phone calls, multiple desk visits, and multiple headaches.
When I boarded the ship, my room was still dirty. My mini fridge was unstocked and had food crumbs and spilled soda in it, the tables had visable water stains and finger prints on the tables. My shower looked like it had been cleaned at waist level and above only and there was more than one long black hair on the wall. The front desk said they would send someone when they had free time. The gentleman responsible for cleaning my room was also responsible for unloading and delivering all the bags, therefore he did not have time to come. He was very polite but seemed very overworked. The staff just seemed disorganized. I would purchase one plan to eat at a restaurant and that particular restaurant would have never even heard of the deal (the staff called that restaurant's manager and he also had no idea about the deal or how it worked).