MSC is not a customer centric company and this is evident already from the stage of reservation when a complaint that we filled was never addressed and it relates to one of their customer service employees having hang up on our call impolitely with the excuse that our french accent was not good and he could not understand us but at the same time he did not speak English to serve us. On board such lack on customer satisfaction continued and we had the feeling that we were constantly being ripped off even for basic stuff, like having tissues in the cabine. What was very annoying during the whole cruise was that we were not valued as a customer and what was offered on the price you paid is just the minimum (like your right to be on the boat) and then you need to top it up significantly to get what you normally get with the cruise fare in other cruise companies. A testament to what we have experienced is the fact that we were not provided with a customer satisfaction survey during the cruise or even at the end. Service quality is not measured hence it is very low compared to other cruise companies where the client is at the center of their service. The embarkation and disembarkation was smooth for us but in every port there people getting on and off the cruise which gave the impression of a hop on hop off type of cruise than anything else, as a result there was no real chance to get any bonding with your fellow travelers or even with staff as they treated you as walk in passager rather than a passenger that will spend a week on board. At the embarkation we were not taken to our cabine and not even shown wheyre the lifts were located to go to our cabine (a ship of 20 floors with 5500 passenger can be a little intimidating when you first set foot on so a little guidance would be much appreciated). Entertainment (shows) in the night was average but the timing was not well planned as the different time shows were conflicting with dinner options and we needed to rush to be on time and get a place. There was no library to get a newspaper or a book. Excursions were expensive for what they offered and on the first day we were 10min in advance to our meeting time, checked in for the excursion and informed the guide that we are passing to the toilet. Surprisingly the guide left us all alone at the meeting point on board because his procedure said that he had to go and he did not wait for us (it was still 5min before the meeting time, they were people who missed the excursion!). His behavior and attitude was unacceptable and rude to some extent but remember as above nobody is measured for their behavior and service. Last but not least we had to ask for everything as information provided was not sufficient and that was exhausting. Activities on board were limited and only around shopping and photos, which all resulted in passengers spending more money. Please note that free water was only available through water fountains (bottle water cost 3.5 euros 500ml) and free juice only available during breakfast. Unlimited pizza and pasta and fruits almost 24/24. Drinks packages were extra and cost from 20euros per person per day (for non alcoholic, eg water, juice, coffee) and from 30euros per day per person for beers and wine. That was the definition of rip off. Kids were happy as they spent most of their day at the kids club but excursions on shore were not adapted to kids.