Lacking customer service: Carnival Victory Cruise Review by dostl
Overall Member Rating
Lacking customer service
Destination: Southern Caribbean
Embarkation: San Juan
We travelled with a group of 18 people for an onboard wedding. We had a great time because of our group, no thanks to Carnival. My first complaint is that we booked as a group booking which created ongoing issues with our booking numbers so we always had a difficult time logging onto Carnival to fill out documents, as a group booking we were offered no incentive, such as fun points, and the bride and groom were comped nothing, not even a complimentary bottle of wine!
Everything on the ship was just ok. We had a few situations arise that seriously lacked customer service. The most significant situation we encountered was that our bathroom floor drain backed up and our bathroom was flooded with feces! Yes, feces! It was cleaned in a timely manner but we had to request that they use bleach to disinfect it, as opposed to just cleaning it. This occurred at 4pm and they took about 2 hours to fix the problem More outside and to clean the room.....of course while we were supposed to be getting ready for dinner at 6pm. Plus we had our 2 year old and 6 month old travelling with us. Nothing was given as a customer service as an apology.
Next, why would they put the baby / childrens pool on deck 12 where there is no elevator access? We had to carry our stroller up the stairs to use the pool.
The food in the dining room was good, certainly not great! Far below cruise ship quality. They don't have a wine sommelier during dinner service. Also they no longer do the baked alaskan parade on their cruise line due to budget cuts. Are you kidding me?
Also the Atlantic dining room is located in the middle of the ship which made for navigating around the ship very challenging. You had to go up two floors or down two floors to get to the other side of the ship since there was no way around the dining room!
We never even met our maitre 'd, he did not come to our tables once during our cruise, and yet we were expected to tip him.
Our cabin was great, very large rooms and our cabin steward was awesome!
Disembarkation was a complete fiasco. We had to be out of our rooms by 0900 but we weren't allowed off the ship until almost 1pm....that is a long wait in public areas with small children when there is no place to really be since all the other passengers are waiting there too. Then when they finally called our number we had to stand in line for almost another full hour! This was the most poorly organized disembarkation I have ever experienced.
Overall it was barely ok. We will be going back to RCCl and Celebrity. Sometimes it is better to go with a sure thing. Less