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Brilliance of the Seas Review

4.0 / 5.0
Editor Rating
1521 reviews
3 Awards

So Disappointed! REALLY Bad Customer Service!

Review for Brilliance of the Seas to the British Isles & Western Europe
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6-10 Cruises • Age 60s

Rating by category

Value for Money
Public Rooms
Fitness & Recreation

Additional details

Sail Date: Jul 2018
Cabin: Ocean View

We have sailed on numerous other cruise lines and always had a very positive experience. This was our first time with Royal Caribbean and we were so disappointed-- not with the itinerary but with the customer service, food, and entertainment. Please don't think that we are cruise snobs complaining about the slightest infraction. The cruise ship itself was older but in great shape for its age. Our stateroom attendant, Dian Yudi Kusuma, was beyond exemplary, and one of the best room stewards we've ever had. Also, Cherry at the Windjammer Cafe was fabulous. These individuals, however were sadly the exception. The customer service desk and the computer service area was a joke. We were stunned by the complete absence of customer service skills. If you asked the smallest request, like putting a postcard in the mailbox, it was a major burden for them. They were standoffish, rude, and acted like you were an inconvenience on their time. Keep in mind--we weren't asking for anything exceptional, just simple requests, like the use of a stapler or tape. Mid-cruise a survey was issued and we let them know that the customer service was lacking. We were honest about our experience, and the head of the service desk department contacted us. She did apologize and gave us a free meal at the Italian Restaurant. We were grateful for the courtesy, but when we had our meal at this restaurant--again--the service was lacking. We felt like they wanted us to hurry up and inhale our meal so that we could leave and they could have their table.

As for the food throughout the ship, it was SERIOUSLY bland and lacking in flavor. It definitely was NOT fresh, as I'm sure most of it had been frozen. We actually ate more off the ship while in port and LOVED the food of the UK, which had flavor and freshness. The ships desserts especially all tasted the same, as if they had been stuck in the freezer for decades. We understand that people have different dietary palates, but some flavor would have been nice. Regarding entertainment--only one show was worth our time and that was the four male singers singing '60's and '70's hits. The final show of the cruise was really, really bad, and several people as we were leaving were all saying how disappointed they were in such a catastrophe. What a waste of time on our last evening. Even the cruise director, Abe Hughes, looked embarrassed with this show. He also was getting off the ship to go on vacation, and you could tell he was in a hurry to start packing, although Abe was good during the cruise itself. We did have some spa treatments--a massage. The massage felt very rushed and hurried so that they could end with their "buy our products" speech. We don't blame the employees, for we know they are told they have to push their products. But it didn't feel like a relaxing massage, but something for the massage therapist to hurry up, get this person done and over with.

The only thing that saved this cruise was the ship itself and the itinerary. We cannot begin to tell you what a fabulous time we had in the United Kingdom. Also, our fellow cruisers were fun to get to know. Embarkation and disembarkation went smoothly, but average. BOTTOM LINE: Too many cruise lines out there and so little time in this life. In our opinion--having taken many past cruises--you sadly will be happier choosing another cruise line (we even found that Carnival, the "Walmart" of cruise lines, had much better customer service and food).

Cabin Review

Ocean View

Cabin 3N

Great--our steward was exemplary. We had a nice round window with a great view.

11 Helpful Votes
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