MSC fails to deliver a promised customer experience (first and last cruise)

Its difficult to write this review, normally I like to write about the good things one experience but unfortunately this is not going to be such review:

1- Embarkation - not clearly signed and not enough staff guiding people to check in. Junior staff controlling IDs lack of tact and customer service in such an important moment that is developing your FIRST impression.

2- Checkin time and interaction with agents - this is a great opportunity to bring enthusiasm and create a fun atmosphere for the guest checking in. This was not the case, additionally we were told to wait until people took pictures for us to continue to embark while clearly stating we were not interested in the photo session.

3- The cabin were not arranged as we planned, we had 3 cabins (two of were to connect with one cabin having 2 children (1/3 YRS old). If you are travelling with 2 children of 3 and less, be aware that the cabins are not set for this, despite they are offered as a 4 person cabin.

4- Reception desk lacks empathy and demonstrate a condescending attitude making one feel that you have to a accept things as they are because they change change anything. This was very frustrating not to mention the time spent making lines to speak to the reception instead of enjoying the cruise.

5- Announcement were made in all places even at 9pm while children are sleep, additionally one had to bear the same information in 5 different languages.

6- Entertainment was poor and loud, again hostess had to repeat unimportant information that was evident in 5 different languages.

7- The senior management (reception desk) stays behind door not facing the issues being brought by the guests. Despite my request to speak to a manager and wait for more than 30 minutes, I did not get to speak to one.

8- Disembarkation is chaotic to say the least. There is no order or organisation to form civilised lines to disembark. There is no staff supervision while Guests pushing and cutting in front to disembark. Few passport control agents to check out the cards, some avoid the task all together.

9- Children's facilities 0-3 not satisfying, unfriendly staff and rules to abide that make no sense.

10-Excursions - be aware that when you book online, you don't know at what time these excursions take place. Some are scheduled too early and make you wait long before you are ready to go. There is an evident disorganisation. I recommend you make your own arrangements.

11-Port of Call - the transfer cost is overpriced. Make your own arrangements and avoid the crowds and long lines to get on a bus. Arriving at Majorca at 21:00 was very disappointing. Very short time to enjoy after being at sea for 32 hours straight.

I regret not having anything to share on this review that had a positive impact on my experience. I will not recommend to cruise with MSC to anyone, moreover the price we pay for the 3 cabins was high, and the service was mediocre and lacked attention to make an enjoyable experience. It you are not a fan of mass production and being treated like a herd, I suggest you look for an alternative.