We chose this sailing as a (cheap) way to get my family, my parents, and my in-laws all on one boat. It was my parents first time on a cruise ship. We started planning it in October of 2017 and that's when the problems with customer service started.
My father has a hard time sleeping prone so we had called RC before we booked and asked if there were any options for him. We were told they had no problem, they could remove a bed and give him a recliner to sleep in. We were sold! We purchased the rooms for all 8 of us and continued to plan. A few weeks later we called back to set up the arrangements for him and we were told that in order to have any option for him, they would need to *rent* a chair from a third-party company and upgrade their room to an accessible room (total cost $1300+). We were devastated and hung up. Called back a third time to cancel everyone, and were told he could get a wedge for his bed for free.
As I stated above, the ship is definitely showing its age and we noticed it the most in our cabin. We had an interior room on this ship because with so much to do, we didn't think we'd spend a lot of time in our room. When we first boarded, our closet door was broken (which they fixed once we pointed it out). There was a large chip in our sink, the sink would fill up if you took too long to wash your face or brush your teeth, there were some broken and missing tiles in the shower, and sometimes the button for the toilet didn't work unless you pushed it rather firmly. None of those are huge deal breakers, but I hope they pay attention to the "lower class" of rooms as well when they renovate her.