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Having cruised with MSC 3 years ago for our 30th wedding anniversary we decided to book again for our 33rd. When we booked, the suites were the same price as the balcony rooms and I think this is were the problems started. When onboard we entered our room to collect the key, I realized the info on the card was wrong, no drinks package, no spa etc. Off to customer services we went, explained we had booked the Aurea package they advised us this did not show on their system they would look into it and come back to us. Some 4 hours later we had not heard so we went back to reception with our paperwork, they advised us just because it was on our paperwork, it was what is on the system. They advised us that they had checked what we had paid and we had not paid for the Aurea package just the Aurea room. They said they could sell us a drinks package and a spa package but we would have to pay. Not happy we went back to the room, trying to prove that we had paid. 2 hours later a call from reception advised us that they had made a mistake and we did have the package and to pop down to reception to have new cards printed. On the way to dinner we collected the new cards and went to the Aurea anytime dinning restaurant, handed over the new card and was advised we where not entitled to use the restaurant, on looking at the new card they had printed exactly the same cards as before, back to reception we went, only to be told "just tell them to check the system" no just print us the new bloody cards, which they did. Although we had new cards it did not show on the system. We had spent our 1st day at reception than the bar. All week when we went to the spa, upper deck, we had to explain EVERY time about the glitch in the system, we felt we were asking for something we had not paid for. Even on the last day our luggage labels were delivered to the cabin but where wrong as we had priority disembarkation. I just could not be bothered to go back down and explain about the glitch in the system. All we kept hearing was about this glitch in the system that some how this was our fault. We tried not to let this spoil our holiday but it was hard every time we tried to use the Aurea experience we had to explain. I don't feel they dealt with it at all. But I don't think we where the only ones.

Aurea package not so relaxing

MSC Orchestra Cruise Review by jayne39

2 people found this helpful
Trip Details
  • Sail Date: August 2017
  • Destination: Mediterranean
  • Cabin Type: Suite – Aurea
Having cruised with MSC 3 years ago for our 30th wedding anniversary we decided to book again for our 33rd. When we booked, the suites were the same price as the balcony rooms and I think this is were the problems started.

When onboard we entered our room to collect the key, I realized the info on the card was wrong, no drinks package, no spa etc. Off to customer services we went, explained we had booked the Aurea package they advised us this did not show on their system they would look into it and come back to us. Some 4 hours later we had not heard so we went back to reception with our paperwork, they advised us just because it was on our paperwork, it was what is on the system. They advised us that they had checked what we had paid and we had not paid for the Aurea package just the Aurea room. They said they could sell us a drinks package and a spa package but we would have to pay.

Not happy we went back to the room, trying to prove that we had paid. 2 hours later a call from reception advised us that they had made a mistake and we did have the package and to pop down to reception to have new cards printed. On the way to dinner we collected the new cards and went to the Aurea anytime dinning restaurant, handed over the new card and was advised we where not entitled to use the restaurant, on looking at the new card they had printed exactly the same cards as before, back to reception we went, only to be told "just tell them to check the system" no just print us the new bloody cards, which they did. Although we had new cards it did not show on the system. We had spent our 1st day at reception than the bar.

All week when we went to the spa, upper deck, we had to explain EVERY time about the glitch in the system, we felt we were asking for something we had not paid for. Even on the last day our luggage labels were delivered to the cabin but where wrong as we had priority disembarkation. I just could not be bothered to go back down and explain about the glitch in the system. All we kept hearing was about this glitch in the system that some how this was our fault. We tried not to let this spoil our holiday but it was hard every time we tried to use the Aurea experience we had to explain.

I don't feel they dealt with it at all. But I don't think we where the only ones.
jayne39’s Full Rating Summary
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