The cruises common areas are very nice & sheik, the housekeeping staff and the waiters were amazing. The guest service employees are the worst I've ever had to deal with in my 20 yrs of cruising. Extremely unprofessional and condescending. I was in room 8225 Bella balcony and had a life boat completely obstructing my view of which I was never told about. The front desk would just shrug shoulder and say sorry. A senior representative, was so rude and she did absolutely nothing to solve this issue , in fact when I would showed her the pics of my room balcony she was questioning my integrity and saying how did she even know that pic was taken from my room. Then she said it was my fault for booking (in November) 6 months in advance, it was my fault for not looking at other balcony types and comparing prices, it was my fault for not asking travel agent about balcony details, it was my fault for booking during a promotion...all these were her excuses. Then the Spanish man , also working at front desk, decided to jump in conversation and also be condescending. Then concierge Comrodoo also said he would send msg to supervisor on Saturday the 15, and I asked how long before I would get reply and he said he had no clue, however long the supervisor needed. Which ended up being the 19th, 4 days later before I would get a msg on my door, only to say they were at capacity and nothing could be done. My travel agent should've told me, but I booked straight at MSC website. Also condescending and arrogant as if he was doing me a favor not providing me a service. Everytime I called concierge no one would ever answer the phone and when they did, usually always a rude comment was made, they weren't listening to the question, they were busy trying to reply. The 2 best people I came across was Catherine Tan ( housekeeping) super friendly, efficient, pleasant and most of all did a great job of keeping the room clean. My room had black mold around tub, the shower curtain was too long and had rust stains on bottom and my bathroom door had brown water marks on bottom. Nothing she could fix or clean, it was things that needed maintenance. The curtains on balcony were falling off the track. I have plenty of pictures of all this.

The theatre shows were amazing! Great singing, music, lighting, cast all were great. I did not like that the pool attendants would put towels on some chairs so when we would come up at 7a and all the chairs would be reserved. I did not like that yacht club members got all the good things like restaurants and pools ( which were always empty according to your 'in house' tv channel that showed front of ship) as us, the regular patrons, weren't allowed or had to pay a nominal fee. I liked watching Darren and hearing him say the daily activities on the 'in house' tv. I didn't like the Internet service. I prepaid wifi and even when I used 0 min, it took mb away from my plan. Ended up having to buy $33 more of wifi and the service was horrible. I did not like that on captains night ( or any other night) lobster wasn't available as part of regular dinner menu. A $23 charge for surf and turf when on all 5 other cruise lines I've been on, include lobster on at least 1 day. The drink packages were ridiculous. The alcohol package we had, said all beers up to $5, but not 1 beer was $5, they started at $5.95 even for draft. Our drink voucher was for soda or juice only,mi couldn't even get bottled water. Buffet had ample amount of food except everything lacked flavor, both in restaurants and at buffet. And at buffet it was horrible trying to get seating especially if you were by yourself b/c you had no one to sit and hold table while other was getting food. The desserts were good, the cookies and cakes were great. The fruit bar was small and when they ran out (i.e pineapples) we wouldn't see anymore until next day and buffet usually only 1 fish plate. The vegetarian section was all of 4 items amongst 30 dishes offered to meat eaters. The Mediterranean burger was delish.The salad options were good. Very basic, but fresh. The drink station always had cups available but the actual drinks all tasted like water. The lemonade & the raspberry all tasted like water everyday. The variety of teas was nice. The food was very bland, needed more than just salt and pepper. The silver wear was often sticky as if they hadn't been properly washed and no plastic utensils were available. Needless to say with everyone coughing, we came home with colds. The bar at garden pool was chaos everytime. It took me atleast 15-20 min to get service everytime. The bar could use a lesson in customer service and in mixing drinks. My $9 Bloody Mary was horrible and when I took it back I was told, sorry. But nothing was done to fix it. Desmond at the jazz bar and sports bar was great!!! Very friendly and knew how to make every drink. The 2 people at the caffe were also great. The waitress was very nice and the barista made the best coffee. The public bathrooms were always dirty and only having 1 stall in most of them, made the wait time long. But with that being said, I always saw an attendant cleaning, so I'm guessing the dirtiness was more of the guest and not staff. The elevators were nice, usually clean. Being as I was on the 8th floor and most things were between 6 & 7 floor, I rarely used them. Only at food times.(8am, 1pm, 830) didn't have long wait times. Even though requesting an early seating at dinner when booking reservation, I had to see The Maitre d to actually get assigned. He said I had to get 830 pm as everything else was booked and he was already doing me a favor by fitting me in. By the time dinner was over, it was time for bed. Hated that. But he was doing me a favor, so I couldn't change unless I wanted to be on waiting list every night. Again, terrible customer service. the lounge area on 5 th floor with the Swarovski crystals was beautiful. The art selection was nice and wide ranged. Marcanio (waiter at Villa Rossa) was EXTREMELY nice and attentive. He made an effort to learn everyone's name, he kept the meals at a great pace and was very pleasant! On Easter they had big chocolate eggs as decorations and I kept asking him about it, next evening he had a plate of chocolate for me. Very sweet. And delishess. Despite every map by elevator saying there was a Mexican restaurant named Sacramento, when I called guest service, they said we are an Italian ship, we don't have Mexican. I took picture of sign and showed them and she had no idea what I was talking about. Perhaps getting the correct maps would be a good idea. The shopping on ship was regular. The attendee was very friendly. The options were basic. The candy shop worker was very friendly and he had a wide range of goodies. As far as excursions, they should've had a designated person at each port to guide people instead of 2 staff members dancing around. In Bahamas there was either Atlantis or snorkeling, not very diverse, both over $100 pp, in Puerto Rico an excursion at El Yunque national rain forest should've been available. We did it on our own and it was AMAZING! And on our final stop at St Maarten we did our own excursion, riding horses in the ocean and should've definitely been an option for the ship. The worst part for me was my balcony issue and the fact that nothing was done about it. I paid almost $2000 for our tickets ( 7 dAy eastern Caribbean) and had obstructed view. That's unacceptable and when asking for some type of accommodation I was unsucessful, even though the man next to me was complaining about noise in his room and immediately he was changed rooms. You definitely need to retrain guest services staff on professionalism and customer service. By far the most condescending ship and NON customer service friendly guest service staff I've ever encountered on a million dollar cruise ship. The last night after Michael Jackson show when the Captain came out and spoke, was beautiful and I loved how a few people from each position on the ship, came out and stood together. Seeing him with his family was a reminder that we are all of different nations, religion backgrounds and ethnicities and there no reason why we all can't get along. I was amazed to know that there are 45 different nationalities employed at MSC Divina and I thought the rest of the staff, for the most part, were pleasant. Unfortunately I won't recommend or return to a MSC strictly on the fact that the hospitality at the heart of the ship ( the guest relation counter) was a big ZERO! I'm in the hospitality business and I would've fired every one of these staff members if they worked at my company and treated my customers the way I was treated. Sticking to Royal Carribean, Celebrity, NCL ... Just my opinion. Today is May 15 and I'm still waiting (after 4 emails) for someone to contact me for the balcony obstruction issue.