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Did a 4-day Enchantment Cruise in February. Used Port Canaveral. One day at sea, one at private island (Coco Cay), one in Nassau. Nothing new to add from other reviews. However, there were a few noteworthy positives and one overwhelming negative: There were two particularly positive aspects of our cruise on the Enchantment (our seventh RC cruise). The food was incredible. Quality was high, portions were generous, and service great. This being in stark contrast to a brief RC cruise from Tampa to Key West and Cuba last June, when the quality was terrible, portions small, and service indifferent. RC seems to have completely righted the ship, pun intended, regarding their food service. It was the best ever even compared with two Celebrity Cruises. We do not define our satisfaction with a cruise based on the food (we are not big eaters); but, one should not overlook the seemingly great turnaround by RC with its food service. And, the entertainment was as good as we've observed on any of our 13 prior cruises. The dance troupe, in particular, was incredible: high energy, great choreography, and extremely entertaining. And the bad news: As in the past, we checked in well before our departure on the RC website and obtained our Set Sail passes (months ago). To do so, we provided a credit card and affirmed that we could go cashless on the ship. We went to disembark and were not permitted to do so. Instead, we were directed to the Guest Services desk and into a line with at least 40 people. Ultimately, we were told that we needed to present a credit card because they had none on record--even though the night before, when we obtained our balance from Guest Services, the paper showed the last four digits of our credit card!. Too, we had the page from the Set Sail application showing we entered the credit card, but the RC Agent insisted that none was on record (subsequently, we learned almost everyone in line had the same experience). We provided a credit card and the Agent asked if he could keep the paper proving a credit card was of record long before we boarded. We were over 90 minutes late in departing and this stressful delay caused us to just barely make our flight out of Orlando. This episode gives rise to two questions: (1) What happened to the credit card we put on file? and, (2) If they were missing a credit card for us (and most of the other guests in line), why didn't they call us on one of the four prior days when we were on the ship to obtain a credit card instead of pulling us out of the departure line and delaying our exit? Needless to say, an otherwise stress-free trip became very stressful and the therapeutic benefits of the Cruise were undone by Royal Caribbean's ineptitude and unsophisticated way of handling the matter. The Guest Services station during this debacle was thinly staffed (there were two open terminals) and no supervisor was visible. The agent was neither contrite nor understanding. He acknowledged that they had a problem with their computer system, but failed to show any compassion to the many people enduring a needless delay in exiting. Our loyalty to RC has abated and, as a result of this problem, we likely will take our business elsewhere. Our travel agent was made aware of the situation and said she would take it up with RC. That was nearly 45 days ago and she acknowledged that she received no feedback from the cruise line. I guess they can afford to be arrogant with full ships and great earnings. But company's like RC are built one consumer at a time and they likely have lost this consumer!

Great Food and Entertainment; Terrible Customer Service at Disembarkation

Enchantment of the Seas Cruise Review by cruiserboozers

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Trip Details
  • Sail Date: February 2019
  • Destination: Bahamas
  • Cabin Type: Ocean View
Did a 4-day Enchantment Cruise in February. Used Port Canaveral. One day at sea, one at private island (Coco Cay), one in Nassau. Nothing new to add from other reviews. However, there were a few noteworthy positives and one overwhelming negative:

There were two particularly positive aspects of our cruise on the Enchantment (our seventh RC cruise). The food was incredible. Quality was high, portions were generous, and service great. This being in stark contrast to a brief RC cruise from Tampa to Key West and Cuba last June, when the quality was terrible, portions small, and service indifferent. RC seems to have completely righted the ship, pun intended, regarding their food service. It was the best ever even compared with two Celebrity Cruises. We do not define our satisfaction with a cruise based on the food (we are not big eaters); but, one should not overlook the seemingly great turnaround by RC with its food service. And, the entertainment was as good as we've observed on any of our 13 prior cruises. The dance troupe, in particular, was incredible: high energy, great choreography, and extremely entertaining.

And the bad news: As in the past, we checked in well before our departure on the RC website and obtained our Set Sail passes (months ago). To do so, we provided a credit card and affirmed that we could go cashless on the ship. We went to disembark and were not permitted to do so. Instead, we were directed to the Guest Services desk and into a line with at least 40 people. Ultimately, we were told that we needed to present a credit card because they had none on record--even though the night before, when we obtained our balance from Guest Services, the paper showed the last four digits of our credit card!. Too, we had the page from the Set Sail application showing we entered the credit card, but the RC Agent insisted that none was on record (subsequently, we learned almost everyone in line had the same experience). We provided a credit card and the Agent asked if he could keep the paper proving a credit card was of record long before we boarded. We were over 90 minutes late in departing and this stressful delay caused us to just barely make our flight out of Orlando. This episode gives rise to two questions: (1) What happened to the credit card we put on file? and, (2) If they were missing a credit card for us (and most of the other guests in line), why didn't they call us on one of the four prior days when we were on the ship to obtain a credit card instead of pulling us out of the departure line and delaying our exit? Needless to say, an otherwise stress-free trip became very stressful and the therapeutic benefits of the Cruise were undone by Royal Caribbean's ineptitude and unsophisticated way of handling the matter. The Guest Services station during this debacle was thinly staffed (there were two open terminals) and no supervisor was visible. The agent was neither contrite nor understanding. He acknowledged that they had a problem with their computer system, but failed to show any compassion to the many people enduring a needless delay in exiting.

Our loyalty to RC has abated and, as a result of this problem, we likely will take our business elsewhere. Our travel agent was made aware of the situation and said she would take it up with RC. That was nearly 45 days ago and she acknowledged that she received no feedback from the cruise line. I guess they can afford to be arrogant with full ships and great earnings. But company's like RC are built one consumer at a time and they likely have lost this consumer!
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