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Enchantment of the Seas Review

4.0 / 5.0
1,941 reviews

Surprised by Bad Customer Service

Review for the Western Caribbean Cruise on Enchantment of the Seas
2-5 Cruises • Age 50s

Rating by category

Value for Money
Public Rooms
Fitness & Recreation

Additional details

Sail Date: Oct 2016
Cabin: Superior Ocean View Stateroom with Balcony

Being my 4th cruise in the past few years, and this being my first with Royal Caribbean I was kind of disappointed. My previous 3 cruises were with Carnival Cruise Line (Triumph, Magic & Dream ships), I wanted to try Royal Caribbean because I had heard they were a step above Carnival Cruise Line and wanted to see the difference between both cruise lines. My girlfriend and I boarded the Enchantment of the Seas in Miami, Florida on October 31,2016 on a 4 night Western Caribbean Cruise that would take us to Nassau Bahamas, Coco Kay Bahamas and Key West. Embarkation was smooth at 11:30am; I believe it took about an hour from the time we got to the terminal till the time we boarded the ship.

Prior to the cruise I knew Enchantment of the Seas was one of Royal Caribbean’s older ships and my expectation of the ship itself was not high, the ship showed its age but I expected that, the ship was clean and had all the amenities anyone would need. My disappointment started right after I boarded the ship, customer service was bad, when I asked a staff member for directions to the Windjammer Buffet he instead pointed me to the direction of the ship directory which I already knew where it was but was too crowded with passengers trying to find their way around the ship. All he had to tell me was that the Windjammer Buffet was in the 9th deck. The other thing I notice was that no one even greeted us on to the ship; all the staff seemed like they were having a bad day, I don’t think I saw a staff member with a smile on their face. The rudeness continued at the Windjammer, again the staff just had a look on their face like they hated their job. After having lunch which was good, my girlfriend and I headed up to the pool area for a drink, and again the bartenders also seem like they were having a bad day, no friendly welcome and no smile in their face. My girlfriend and I are looking at each other and kind of shock with the customer service, we started wondering if we made a mistake by selecting Royal Caribbean over Carnival for this cruise.

The rudeness of the staff continued on day two of the cruise, especially at the two bars by the pool on 9th deck, this time I saw some passengers a wife and husband arguing with a bartender and this was 10:00 in the morning, I wouldn’t have thought much about it because most of the time passengers can be very rude to staff especially when their drunk but the couple were not drunk, the husband was upset because one of the bartenders was being very rude to his wife. This was the first cruise where I never gave an extra gratuity to a bartender, on my previous cruises if a bartender or any other staff member showed us good customer service I would always give them an extra tip even though we paid for all gratuities prior to the cruise.

Cabin Review

Superior Ocean View Stateroom with Balcony

Cabin D1

Typical cruise line room size, small but suitable for two alduts, shower smaller than other cruise ships I've been on.

Port Reviews


Wonderful port, great scenery and many things to do


Been here twice before, just walked around town and did some shopping.

Key West

Been here twice before, just walked around town and did some shopping.

4 Helpful Votes
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