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Having cruised numerous times but never with Cruise and Maritime, we decided to try the overnight Christmas party night. The embarkation from Tilbury was excellent and quick. The cabin was standard and clean. The food and service in the restaurant was good. However, our reason for writing this review is as a warning to other passengers. The following morning we left our luggage in the designated area manned by 2 CMV staff and were given a ticket with our cabin number on. We left our luggage there whilst eating our breakfast. Upon our return, approx. one hour later, our suit carrier containing our clothes from the night before was nowhere to be found. We reported it straight away to Reception, who were not really interested and told us it happens all the time. The Head of Housekeeping came to speak to us and told us that he would sort it out but didn't come back. We were kept waiting at Reception for 45 mins and largely ignored during that time. In the end we demanded a claim form, which somebody duly appeared with. Our contact details were taken and despite contacting Head Office twice now we have been told that it is not the responsibility of Cruise and Maritime, even though it was an area manned by their staff and with no warning sign to passengers stating that they accept no responsibility for loss or damage. As far as CMV are concerned the matter is closed and we on the other hand have lost £400 worth of clothes! The cruise line itself is let down by extremely poor customer aftercare.

Poor customer service

Magellan Cruise Review by Sharon50

11 people found this helpful
Trip Details
  • Sail Date: December 2017
  • Destination: Nowhere
Having cruised numerous times but never with Cruise and Maritime, we decided to try the overnight Christmas party night. The embarkation from Tilbury was excellent and quick. The cabin was standard and clean. The food and service in the restaurant was good.

However, our reason for writing this review is as a warning to other passengers.

The following morning we left our luggage in the designated area manned by 2 CMV staff and were given a ticket with our cabin number on. We left our luggage there whilst eating our breakfast. Upon our return, approx. one hour later, our suit carrier containing our clothes from the night before was nowhere to be found.

We reported it straight away to Reception, who were not really interested and told us it happens all the time. The Head of Housekeeping came to speak to us and told us that he would sort it out but didn't come back. We were kept waiting at Reception for 45 mins and largely ignored during that time. In the end we demanded a claim form, which somebody duly appeared with. Our contact details were taken and despite contacting Head Office twice now we have been told that it is not the responsibility of Cruise and Maritime, even though it was an area manned by their staff and with no warning sign to passengers stating that they accept no responsibility for loss or damage. As far as CMV are concerned the matter is closed and we on the other hand have lost £400 worth of clothes!

The cruise line itself is let down by extremely poor customer aftercare.
Sharon50’s Full Rating Summary
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