We enjoyed a Christmas Cruise last year with Royal Caribean and anticipated a similar experience - what a disappointment.
Before we even started we found the website very difficult to navigate and actually speaking to someone on the phone even more difficult.
The coach trip to Southampton was well communicated and the coach was large and spacious. The fact that coach parked well away from the pick up point was a major problem as we had to man handle our luggage several hundred yards in wet conditions. ( This was true of the return journey too)