MSC Fantasia Cruise Review by Reimann_J
- Sail Date: November 2018
- Destination: Transatlantic
- Cabin Type: Balcony Stateroom – Fantastica
The food was disappointingly just okay. We expected so much more from an Italian cruise line! Entertainment: the entertainers were great, the shows not-so-much. Many of them were perplexing. For instance, one show was touted as The Totem and depicted a picture of cowboys and Indians, which made us scratch our heads to begin with and didn't get any better during the performance. The Woodstock Revival show had no songs from Woodstock, only one song from the 60s, the rest were more recent. I am beginning to understand why Europeans don't understand Americans after this cruise. Speaking of which, a lot of the patrons of this cruise, were pushy, rude, loud, obnoxious and disrespectful of everyone. The Cruise itself was one giant, "Hop-On/Hop-Off" cruise with new people getting on and off at every port. Apparently, this is what MSC does everywhere but the U.S.A.
Our personal experience with MSC Europe was less than stellar from the start, with customer service being ghastly. We booked through MSC directly in Dec. 2017 and was told by their agent that by booking an inside guarantee, you always get upgraded. We followed that advice and in Feb. 2018 were assigned cabin 13200. We were excited as this was a rear-facing Juliette balcony spa cabin (we would not get the spa experience as we booked a Fantastica experience, but that was okay with us). However, in October, 10 days before cruising on a Friday night, we received an email stating that we needed to reprint out tickets. When we went to do so, we found that we were reassigned a new cabin, Inside, which was located (basically) inside the crew staircase and elevators. Anger ensued! We called our MSC agent (who was nowhere to be found), and over the course of a week spoke to three agents, two supervisors and had numerous emails with Miami Customer Service. One agent told us "too bad, so sad" and offered us a balcony for $4,000. This prompted us to cancel our upcoming MSC U.S.A. cruise in January 2019. So, we went to Rome to get on the cruise and found that on the MSC website our reservation was completely gone. We frantically emailed MSC Miami, to find out what was going on, but with the time difference, we didn't hear back from them prior to sailing. (One email from MSC Miami, did offer $50 OBC for each of us as compensation.) Fortunately, our reservation for the inside cabin was still good, and we were able to get on the ship. A trip down to customer service onboard had us so horrified with the attitude of one lady, who yelled at us that we "got what we paid for", that she "was in charge", and that we couldn't speak to her manager as she was "too busy" and had other things to do. After she frantically typed into her computer and hit enter, she informed us that the Customer Service Officer wanted to see us. Giada Mangione, was gracious, understanding, and had already sent a bottle of champagne and a note to our cabin to come and see her. She explained that there were a series of errors, apologized and said that she was unable to give us back the room originally assigned, and that the ship was full for the next two days. However, upon arrival in Genoa, we will be given a balcony cabin, with sincerest apologies for the mix up. Giada Mangione was the nicest customer service person we have ever met or dealt with on MSC (not because she gave us a balcony, but because she took to time to understand our frustration, was kind, and not demeaning), and we thanked her for her gracious offer. From a business standpoint, we fully understand that MSC has the right to change a cabin at any time for any reason; and that the "spa" cabin we were given was far more expensive than the inside cabin we booked. However, we have been upgraded, similarly, on other cruise lines and never had anything like this happen. On a side note, overall the crew were very nice and did try to accommodate whenever possible. Many of them did say that MSC's standard of service has diminished through the years, as their workload had increased leaving them only enough time to tend to their duties and not give the personal service they used to provide. This saddened them greatly.
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