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Quick background - we are a couple who have cruised 6 times over the last 2 years. Not the most seasoned cruisers but have some experience of cruising with different lines. We decided to take the leap from mid sized ships to bigger ones with MSC as they offer yacht club, which we felt would be a good way to combine a big ship with some familiarities of a smaller vessel, as well as indulging in the luxury service YC offers. Embarkation was great. We were taken personally by a butler to the YC check in area and given Prosecco to drink. We were then escorted straight to our cabin (YC suite) by a butler who also introduced us to the staff on the concierge desk. The cabin was lovey. More a junior suite than a suite of rooms as we’ve had on other lines, but very well furnished. The only snags would be the wardrobe being quite small for two people and the balcony being quite small also. However this did not distract from how nice the room and shower room were. We also had a complimentary mini bar and a bottle of procecco on arrival in the room. This has to be the most comfortable bed I’ve ever slept in. The ship it’s self is a sight to behold. Absolutely amazing. Think Swarovski Crystal stairs and LED ceilings that show different images during the day. The YC private sun deck was very nice as was the private lounge bar for YC guests. The physical product that MSC offer was brilliant. However the service provided by the majority of staff was a massive problem. We had chosen to book several meals and drinks packages before travel. This allowed us to get the dates that we wanted in advance (NYE being one of them) for specialty meals. One of those we booked was the Cirque du Soleil meal and show. When we arrived we had a note in our cabin asking us to visit guest services to confirm our reservation for this meal. As we were in the YC we were able to go to our concierge desk rather than wait as guest services (the queue at guest services was at times 1hour long!). The concierge explained that anything in terms of meals booked on the website never transfers to their system and that’s why we had to see them. She emailed the cirque to confirm our choice of date. We decided to check that our other reservations were in place. She said no and that for those we would need to go over to Eataly and speak to the manager who would confirm them all in one place. We went to Deck 6 where Eataly was and tried to get the attention of the manager who was chatting with some Italian guests. He proceeded to ignore us for several minutes before we decided to interrupt his conversation. We explained the situation and he didn’t reply but waved another memeber of staff over who couldn’t even speak English. He didn’t have a clue what we wanted to after 10 minutes of trying to explain using hand gestures we gave up and went back to the concierge. The concierge said the reason for not being able to get it sorted was we ‘had gone to the wrong Eataly’ and it was our own fault. She said we needed to go and find the other Eataly and they would sort it. At this point we asked if she could sort it for us. She agreed, although did not seem happy about it and said she would email the bookings to us. She also explained that our booking for the chefs table wouldn’t be available for NYE as we had booked for. She also spotted our premium drinks package and said ‘I don’t know why you bought that as you’re YC and get it anyway’ . No offer of a refund. It was at this point we realised that the bottle of champagne and souvenir flutes we had booked for sail away had not been delivered. She again told us that this is because their system has never worked but she could sent it over for another day. This set the tone for the rest of the service recieved. •in the YC bar we were often ignored and found it easier to just go to the bar our selves rather than wait for a waiter. One who did come came back to us 4 times to confirm our drinks order of ‘Diet Pepsi and a white wine’. The same waiter slammed our drinks down and began shouting at another member of staff •when coming back on board from one of the ports the staff ignored us and we calling each other profanities very loudly •walking through deck 6 was an obstacle course of people selling you meals and drinks packages •we asked our concierge to change one of our meal bookings over one night as we’d had a long day and fancied something quieter than the cirque show we’d booked. He shouted at us over the phone saying that he couldn’t do that as it was ‘too complicated’. When pressured by us to sort it he said he would but in future could we ‘not change our minds as it’s awakward’ for him and that he’d struggled to get us a table in the other resturant (which ironically was very quiet anyway!) Food. •Generally the food was poor quality. The food served in the YC resturant was the same at lunchtime as in the buffet (not the gourmet experience the website promised). •The steak in the butchers cut was very good, but at a premium. •The buffet was a feeding frenzy with people grabbing food and pushing and shoving. There was inadequate seating available for the volume of guests. It was very very very loud in here, we didn’t go back after the first time! •When booking we were advised that we could dine anytime at any of the included resturants across the ship. However this was no longer the case and we could only dine in YC, premium resturants or the buffet. Other guests who were not YC were subjected to strict dining times in a set resturant - if they were 15 minutes late for their time they would not be allowed in. •unlike other lines you will not see officers around the ship and the manangement team do not interact with guests, passing you to a more junior memeber of staff Around the ship •Astheically the ship is lovely. However the public areas do not seem to cope very well with the volume of passengers during the winter season. Everywhere is loud. There was a DJ playing above the shopping arcade at the same time as a Zumba class happening at the bar a few meters away. •the Swarovski stairs are amazing, however you probably won’t be able to use them as the ships photographers use them for private photo shoots with people lying down on them posing •on day one I thought there was a queue to meet and greet the captain. It was very long. It was actually the queue for guest services for people complaining •staffing ratios do not seem very high. At the amusement arcade there was one person running the sports court, bowling alley, f1 simulators and the flight simulator. We had a go on the flight sim and had to wait ten minutes when it finished for the memeber of staff to let us out. We had to wait in a pitch back sealed pod! We even pressed the emergency button as we’d waited so long!!! •the safety drill was the most unusual experience ever. We were all asked to meet in the theatre. Given an demonstration in 5 languages as to how to put the life vest on and then group by group taken to different muster stations across the ship. We were group A so after everyone had left we were told in 5 languages that the theatre was our muster station and we could go. Surely they could have told us this at the start and saved us a 45 minute wait?? Bottom line This ship was on the whole not for us. It is loud and difficult to relax in. You could be sat eating a meal at the butchers cut to be interrupted for 10 minutes by animated dinsours fighting and roaring on the LED screen for a ‘show’. However we do appreciate that some people enjoy that kind of holiday. However, had the service and food been better we would have made the best. Instead we were treated like an inconvenience and told off by so called ‘concierges’ and ‘butlers’. We told the YC director that we were planning to leave the next day and he apologiesed but didn’t offer to rectify any of the issues we had raised. The next day he was genuinely surprised that we had booked flights home and said he thought we would have reconsidered - why? Nothing had been changed. All the bookings we had made online were still messed up. The food was still rubbish and staff still rude. And even our newspaper delivered on the last day was wrong. We decided our time was more valuable that the money we had already spent and we would have a happier new year at home where at least we don’t get told off and can relax. This ship is due to move over to serve the American market this year. I cannot see Americans who are used to and expect a high level of service tolerating what MSC offer on this ship. We have been offered no compensation or reimbursement for the services we paid for in advance that we did not revcieve.

So bad we left after 2 nights

MSC Meraviglia Cruise Review by Mjcopey

12 people found this helpful
Trip Details
  • Sail Date: December 2018
  • Destination: Mediterranean
  • Cabin Type: Yacht Club Deluxe Suite
Quick background - we are a couple who have cruised 6 times over the last 2 years. Not the most seasoned cruisers but have some experience of cruising with different lines. We decided to take the leap from mid sized ships to bigger ones with MSC as they offer yacht club, which we felt would be a good way to combine a big ship with some familiarities of a smaller vessel, as well as indulging in the luxury service YC offers.

Embarkation was great. We were taken personally by a butler to the YC check in area and given Prosecco to drink. We were then escorted straight to our cabin (YC suite) by a butler who also introduced us to the staff on the concierge desk.

The cabin was lovey. More a junior suite than a suite of rooms as we’ve had on other lines, but very well furnished. The only snags would be the wardrobe being quite small for two people and the balcony being quite small also. However this did not distract from how nice the room and shower room were. We also had a complimentary mini bar and a bottle of procecco on arrival in the room. This has to be the most comfortable bed I’ve ever slept in.

The ship it’s self is a sight to behold. Absolutely amazing. Think Swarovski Crystal stairs and LED ceilings that show different images during the day. The YC private sun deck was very nice as was the private lounge bar for YC guests.

The physical product that MSC offer was brilliant. However the service provided by the majority of staff was a massive problem.

We had chosen to book several meals and drinks packages before travel. This allowed us to get the dates that we wanted in advance (NYE being one of them) for specialty meals. One of those we booked was the Cirque du Soleil meal and show. When we arrived we had a note in our cabin asking us to visit guest services to confirm our reservation for this meal. As we were in the YC we were able to go to our concierge desk rather than wait as guest services (the queue at guest services was at times 1hour long!). The concierge explained that anything in terms of meals booked on the website never transfers to their system and that’s why we had to see them. She emailed the cirque to confirm our choice of date. We decided to check that our other reservations were in place. She said no and that for those we would need to go over to Eataly and speak to the manager who would confirm them all in one place. We went to Deck 6 where Eataly was and tried to get the attention of the manager who was chatting with some Italian guests. He proceeded to ignore us for several minutes before we decided to interrupt his conversation. We explained the situation and he didn’t reply but waved another memeber of staff over who couldn’t even speak English. He didn’t have a clue what we wanted to after 10 minutes of trying to explain using hand gestures we gave up and went back to the concierge. The concierge said the reason for not being able to get it sorted was we ‘had gone to the wrong Eataly’ and it was our own fault. She said we needed to go and find the other Eataly and they would sort it. At this point we asked if she could sort it for us. She agreed, although did not seem happy about it and said she would email the bookings to us. She also explained that our booking for the chefs table wouldn’t be available for NYE as we had booked for. She also spotted our premium drinks package and said ‘I don’t know why you bought that as you’re YC and get it anyway’ . No offer of a refund. It was at this point we realised that the bottle of champagne and souvenir flutes we had booked for sail away had not been delivered. She again told us that this is because their system has never worked but she could sent it over for another day.

This set the tone for the rest of the service recieved.

•in the YC bar we were often ignored and found it easier to just go to the bar our selves rather than wait for a waiter. One who did come came back to us 4 times to confirm our drinks order of ‘Diet Pepsi and a white wine’. The same waiter slammed our drinks down and began shouting at another member of staff

•when coming back on board from one of the ports the staff ignored us and we calling each other profanities very loudly

•walking through deck 6 was an obstacle course of people selling you meals and drinks packages

•we asked our concierge to change one of our meal bookings over one night as we’d had a long day and fancied something quieter than the cirque show we’d booked. He shouted at us over the phone saying that he couldn’t do that as it was ‘too complicated’. When pressured by us to sort it he said he would but in future could we ‘not change our minds as it’s awakward’ for him and that he’d struggled to get us a table in the other resturant (which ironically was very quiet anyway!)

Food.

•Generally the food was poor quality. The food served in the YC resturant was the same at lunchtime as in the buffet (not the gourmet experience the website promised).

•The steak in the butchers cut was very good, but at a premium.

•The buffet was a feeding frenzy with people grabbing food and pushing and shoving. There was inadequate seating available for the volume of guests. It was very very very loud in here, we didn’t go back after the first time!

•When booking we were advised that we could dine anytime at any of the included resturants across the ship. However this was no longer the case and we could only dine in YC, premium resturants or the buffet. Other guests who were not YC were subjected to strict dining times in a set resturant - if they were 15 minutes late for their time they would not be allowed in.

•unlike other lines you will not see officers around the ship and the manangement team do not interact with guests, passing you to a more junior memeber of staff

Around the ship

•Astheically the ship is lovely. However the public areas do not seem to cope very well with the volume of passengers during the winter season. Everywhere is loud. There was a DJ playing above the shopping arcade at the same time as a Zumba class happening at the bar a few meters away.

•the Swarovski stairs are amazing, however you probably won’t be able to use them as the ships photographers use them for private photo shoots with people lying down on them posing

•on day one I thought there was a queue to meet and greet the captain. It was very long. It was actually the queue for guest services for people complaining

•staffing ratios do not seem very high. At the amusement arcade there was one person running the sports court, bowling alley, f1 simulators and the flight simulator. We had a go on the flight sim and had to wait ten minutes when it finished for the memeber of staff to let us out. We had to wait in a pitch back sealed pod! We even pressed the emergency button as we’d waited so long!!!

•the safety drill was the most unusual experience ever. We were all asked to meet in the theatre. Given an demonstration in 5 languages as to how to put the life vest on and then group by group taken to different muster stations across the ship. We were group A so after everyone had left we were told in 5 languages that the theatre was our muster station and we could go. Surely they could have told us this at the start and saved us a 45 minute wait??

Bottom line

This ship was on the whole not for us. It is loud and difficult to relax in. You could be sat eating a meal at the butchers cut to be interrupted for 10 minutes by animated dinsours fighting and roaring on the LED screen for a ‘show’. However we do appreciate that some people enjoy that kind of holiday.

However, had the service and food been better we would have made the best. Instead we were treated like an inconvenience and told off by so called ‘concierges’ and ‘butlers’. We told the YC director that we were planning to leave the next day and he apologiesed but didn’t offer to rectify any of the issues we had raised. The next day he was genuinely surprised that we had booked flights home and said he thought we would have reconsidered - why? Nothing had been changed. All the bookings we had made online were still messed up. The food was still rubbish and staff still rude. And even our newspaper delivered on the last day was wrong.

We decided our time was more valuable that the money we had already spent and we would have a happier new year at home where at least we don’t get told off and can relax.

This ship is due to move over to serve the American market this year. I cannot see Americans who are used to and expect a high level of service tolerating what MSC offer on this ship.

We have been offered no compensation or reimbursement for the services we paid for in advance that we did not revcieve.
Mjcopey’s Full Rating Summary
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Cabin Review

Yacht Club Deluxe Suite
Cabin YC1 16014
Nice room, lovely furnishings. Small wardrobe and balcony.
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