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Serenade of the Seas Cruise Review
4.5 / 5.0
Cruise Critic Editor Rating
1,679 Reviews

Customer service on Serenade of the Seas is surprisingly lacking.

Serenade of the Seas Cruise Review by rsigma74

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Trip Details
  • Sail Date: Jul 2016
  • Destination: the Baltic Sea
  • Cabin Type: Interior Stateroom

Royal Caribbean was so disappointing this time around. The staff did not seem sympathetic to our plight of lost luggage, and assured us that we would be able to shop for clothes on our excursions. We were not able to shop for any essentials on our excursions as we only went to souvenir shops. I suggested that Royal help us find a way to get to shopping and they did not. All they were able to give us for the five days that we had no luggage was a white t-shirt and sub very sub-par toiletries. They offered us laundry service, but the guest services desk lady must have not been very in touch with what was happening because when I asked how long our laundry would take to get to us she said "48 hours." Luckily, housekeeping was a bit more realistic and when we discussed it with them, they were able to turn our laundry around in a couple of hours. For formal night, she offered to give my husband a free tuxedo, but offered nothing to me.

The lady at the front desk (Jasmine) told us she would locate our luggage, and then told us she couldn't locate it. When I asked her who she called, she told me SAS. To that I told her that we had a transfer from United to SAS and our luggage was most likely with United. She asked ME if I wanted to call United myself! My husband firmly recommended that she do it herself. Later that day, she told us she was able to locate it with United. So that caused an unseemly delay in getting our luggage because of her ineptitude.

I came crying to the front office after four days of no luggage , no makeup and no toiletries and she offered me 100 dollars credit to my account (any outfit on the ship cost no less than 54 dollars each) and a night at one of their restaurants in her words "out of my own goodwill towards you." I was aghast at the lack of sympathy.

She later told me our luggage would be waiting for us in Estonia on the morning before our excursion. To my dismay, we did not get our luggage as promised in the morning but at night.

The ladies in the spa, were very gossipy and rude, even talking about guests behind their backs. The people working in the Windjammer never smiled or offered any table service. The whole crew (aside from a few people in housekeeping and in various bars) were amazingly lacking in customer service.

After this trip, I will never want to board a Royal Caribbean trip again!

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Cabin Review

Interior Stateroom
Cabin N 4055

Port & Shore Excursion Reviews

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