I booked this cruise a year ago to go to Cuba. I went with my daughter, sister and a friend. Cuba has been a wish for us for many years and this trip included a full day in Santiago de Cuba and afternoon/evening in Havana. We have cruised with Royal Caribbean many times before and splurged on a suite. We wanted to go to Cuba in style and were very excited. We are not wealthy but saved a long time for the expense. A week before the cruise my travel agent sent me an email telling me that itinerary had been changed and the stop in Santiago was cancelled and KEY WEST was being substituted. No explanation was given and are you flipping kidding me? WE DID not spend a huge sum to visit Key West. I called customer service and basically was told "tough luck. Read the contract ..we can change the itinerary". They gave some baloney excuse about dock problems in Santiago yet other ships were going there. NO COMPENSATION!!

My letter to customer relations was never answered. Numerous passengers found out at the port that the stop was canceled. We had a 10 am check in. We got to port and were told we could not board until 12pm. This was not a way to start a dream cruise and my friends it was all downhill from there. As we were in a suite they had a separate waiting area for us and we had a "concierge". We all called him the invisible man as he was nowhere to be found most of the week and clearly has ZERO interest in customer service.

Once we got onbaord our suite was lovely and our cabin attendent was awesome. WE are not elitists but really splurged for the suite as we were going to Cuba. Read more