Prior to boarding the Enchantment on Monday, September 4th I contacted Royal Caribbean because of the hurricane and was told that there would be no impact on our trip and that if I cancelled my 3 cabins I would not receive a refund. The ship should have never set sail and I feel that I should receive a total refund for this nightmare of a trip. I’m a Diamond member and have never been treated so badly by the Royal Caribbean staff. How is it possible that Royal Caribbean doesn’t have a policy, procedure or guidelines during this type of emergency?
My family boarded the ship on Monday and proceeded to Nassau on Tuesday night we were told that we would not be going to any other islands and would stay in Nassau an additional night then returning to Miami a day early Thursday, September 7th. I spent the next 2 days trying to change our flights to Thursday, September 7th. We were dropped at the pier on Thursday proceed to the airport where we had delay after delay only to have our flights cancelled and told that we would not be able to fly home until the following Tuesday, September 12th. I contacted Royal Caribbean Emergency hotline and was told to return to the ship at 4:30 am on Friday, September 8th, at that time we were the only people at the port we presented our sea pass and were sent to a holding area. Several hours went by and then there were thousands of Royal Caribbean employees and their families being boarded onto the ship. My daughter Amanda Moss and son in law Graham Moss received a boarding pass but myself, husband and daughter Danielle Ryan and Drew Ryan were told by two different Royal Caribbean employees that we were not getting back on the ship. We had nowhere to go there were no flights, no hotels, no rental cars. I can’t begin to express all the anxiety, fear and tears shed during this ordeal. We were finally given boarding passes 15 minutes prior to the ship setting sail.
Arriving in Miami on Tuesday, September 12th we were waiting permission to return to port we missed our flights so I went to Guest Services to secure our cabins for another night and was told that I would need to rebook and pay for the next cruise to stay on the ship. Several hours later an announcement was made that we could stay on the ship.
This trip was a gift for my two daughters and spouses, we purchased the cabins, drink packages and prepaid gratuity. The trip has been nothing but a hardship on my family, half of us had no luggage and had to purchase clothes on the ship after being denied any type of assistance from Guest Services, those who did have clothes had to pay to have their clothes laundered, and no drink packages available. My children are now stuck with all the additional expenses as well as lost wages from their employers.
My hope in telling our story is that we will receive compensation and an apology from this horrible ordeal.