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We recently cruised the Mediterranean with Royal Caribbean. We booked our cruise on the Royal Caribbean website and, because we were travelling with our two young daughters, booked interconnecting cabins. We booked internal cabins. We were travelling with another couple and my mother so we booked 4 cabins in total. Every time any of us logged on to the website and viewed our cruise profile, it stated our two rooms were interconnecting. My husband picked that our friend's were erroneously put in a cabin between the two we'd booked so he phoned Royal Caribbean and asked that they ensure that we have the two interconnected rooms. The agent assured us that this was done. When we boarded the cruise, we discovered that our rooms were not interconnected. When we went to Guest Relations, we were told that there are no internal interconnecting cabins on the Splendor of the Seas. When my husband explained that we selected the interconnecting rooms shown on the ship layout on the website, Guest Relations told him that it must have been an old, incorrect layout. When we asked why the Royal Caribbean agent we spoke to telephonically hadn't informed us of this, they just shrugged it off. We insisted on a different room because our daughters were too young to be alone in a room. We were told that the ship was completely full so it would not be possible. This meant that my husband and I had to each sleep with a child in a separate cabin and could not go out later than 8.30 when our children, exhausted from touring all day, went to bed. I understand that mistakes happen but I believe that "Customer Service" is not about ensuring that mistakes don't happen, but how one deals with mistakes when they do happen. This is where the Guest Relations staff on the ship failed miserably. We were treated like rubbish - like we were trying to score an upgrade or freebie. The Guest Relations staff, bar one sympathetic lady, made us feel like WE had made the error and should not make it their problem. Their stance was that if we didn't like the cabin, we could get off at the first port. We were understandably put out and requested some kind of compensation for the error which was clearly on Royal Caribbean's side. We were, in effect, not getting our money's worth given that we were not able to watch a single show or participate in any of the cruise's night time activities. After a number of queries as to how we would be compensated for the mishap, we were given one paltry bottle of wine. Not a beverage package or a complimentary babysitting service for a night, but a bottle of wine. And a ton of attitude. The treatment we received left such a bad taste in our mouths that, bar the excursions, the entire cruise was ruined. Apart from the treatment we received, there were a lot of other negatives that need mentioning. Firstly, a lot of the staff treat guests like cattle, particularly when coming in to port. There was a lot of eye rolling and irritation as they were directing us and other passengers to the exits. Secondly, the food is not good. We often left a lot of our food half eaten in the main dining room as it was simply not worth finishing, and by the end of the cruise, we were skipping courses. The food in the Windjammer is terrible and a paella that they made on one of the sea days was so revolting, I had two bites of my plate and left the rest. Thirdly, the prices on board are astronomical. You feel like you are being robbed blind. $12 for a cocktail next to the pool is madness. The spa prices are ludicrous and the fact that you have to pay for activities such as yoga and pilates are a complete crock. Fourthly, the excursions are so overpriced. Most excursions are in the region of $100 and again, you are herded like cattle. We booked a private tour for seven of us in an aicondtitioned minivan and it cost between $300 and $400 in total. We had personalised guides and could beat the crowds and go wherever we felt like going. Fifthly, my cabin card kept deactivating and I couldn't unlock my cabin door or safe. I kept it away from cell phones, iPads and anything else magnetic that may affect the magnetic strip but I had to go to Guest Relations five times to have it reactivated and call maintenance to unlock the safe for us. We were treated so poorly and with such irritation each time. Lastly, my husband and friends tried running on the running track in the mornings before breakfast. The track is supposed to be open from 7am and yet they were very rudely told to stay off parts of the track while they were being cleaned at 7.30. There are a lot of positives to cruising but our experience with Royal Caribbean was one I'd prefer to forget. We are such easy going people and energy let things slide, but given our experience on this last trip, I would encourage potential cruisers to rethink a cruise on Royal Caribbean, and particularly the Splendour of the Seas.

Shocking experience, the worst customer service ever

Splendour of the Seas Cruise Review by cathswart@tiscali.co.za

2 people found this helpful
Trip Details
We recently cruised the Mediterranean with Royal Caribbean. We booked our cruise on the Royal Caribbean website and, because we were travelling with our two young daughters, booked interconnecting cabins. We booked internal cabins. We were travelling with another couple and my mother so we booked 4 cabins in total. Every time any of us logged on to the website and viewed our cruise profile, it stated our two rooms were interconnecting. My husband picked that our friend's were erroneously put in a cabin between the two we'd booked so he phoned Royal Caribbean and asked that they ensure that we have the two interconnected rooms. The agent assured us that this was done.

When we boarded the cruise, we discovered that our rooms were not interconnected. When we went to Guest Relations, we were told that there are no internal interconnecting cabins on the Splendor of the Seas. When my husband explained that we selected the interconnecting rooms shown on the ship layout on the website, Guest Relations told him that it must have been an old, incorrect layout. When we asked why the Royal Caribbean agent we spoke to telephonically hadn't informed us of this, they just shrugged it off. We insisted on a different room because our daughters were too young to be alone in a room. We were told that the ship was completely full so it would not be possible. This meant that my husband and I had to each sleep with a child in a separate cabin and could not go out later than 8.30 when our children, exhausted from touring all day, went to bed.

I understand that mistakes happen but I believe that "Customer Service" is not about ensuring that mistakes don't happen, but how one deals with mistakes when they do happen. This is where the Guest Relations staff on the ship failed miserably. We were treated like rubbish - like we were trying to score an upgrade or freebie. The Guest Relations staff, bar one sympathetic lady, made us feel like WE had made the error and should not make it their problem. Their stance was that if we didn't like the cabin, we could get off at the first port. We were understandably put out and requested some kind of compensation for the error which was clearly on Royal Caribbean's side. We were, in effect, not getting our money's worth given that we were not able to watch a single show or participate in any of the cruise's night time activities. After a number of queries as to how we would be compensated for the mishap, we were given one paltry bottle of wine. Not a beverage package or a complimentary babysitting service for a night, but a bottle of wine. And a ton of attitude.

The treatment we received left such a bad taste in our mouths that, bar the excursions, the entire cruise was ruined. Apart from the treatment we received, there were a lot of other negatives that need mentioning.

Firstly, a lot of the staff treat guests like cattle, particularly when coming in to port. There was a lot of eye rolling and irritation as they were directing us and other passengers to the exits.

Secondly, the food is not good. We often left a lot of our food half eaten in the main dining room as it was simply not worth finishing, and by the end of the cruise, we were skipping courses. The food in the Windjammer is terrible and a paella that they made on one of the sea days was so revolting, I had two bites of my plate and left the rest.

Thirdly, the prices on board are astronomical. You feel like you are being robbed blind. $12 for a cocktail next to the pool is madness. The spa prices are ludicrous and the fact that you have to pay for activities such as yoga and pilates are a complete crock.

Fourthly, the excursions are so overpriced. Most excursions are in the region of $100 and again, you are herded like cattle. We booked a private tour for seven of us in an aicondtitioned minivan and it cost between $300 and $400 in total. We had personalised guides and could beat the crowds and go wherever we felt like going.

Fifthly, my cabin card kept deactivating and I couldn't unlock my cabin door or safe. I kept it away from cell phones, iPads and anything else magnetic that may affect the magnetic strip but I had to go to Guest Relations five times to have it reactivated and call maintenance to unlock the safe for us. We were treated so poorly and with such irritation each time.

Lastly, my husband and friends tried running on the running track in the mornings before breakfast. The track is supposed to be open from 7am and yet they were very rudely told to stay off parts of the track while they were being cleaned at 7.30.

There are a lot of positives to cruising but our experience with Royal Caribbean was one I'd prefer to forget. We are such easy going people and energy let things slide, but given our experience on this last trip, I would encourage potential cruisers to rethink a cruise on Royal Caribbean, and particularly the Splendour of the Seas.
cathswart@tiscali.co.za’s Full Rating Summary
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