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.
The cabin was 14sqm and the kids had to sleep on a double decker sofa style beds. For a family of four it was very crowded. The balcony had only two chairs and there was not enough room for all four of us to be outside at the same time. Deck floor number 12 was very quiet but reaching it from floor number 6 where the main hall was situated was terrible as the lifts took ages to arrive, so we had to climb the stairs for 6 floors most of the cases. In the cabin basic stuff were missing, like tissues, shower caps, hygiene bags, toiletries, bath robes, etc. When we asked to get some tissues they told us that our cabin package (“fantastica”) did not include tissues. That was very disappointing.
Too much time spent on the palace of Dorian. Not for kids. Bus city tour was very short and instead we could have had more free time to walk in the city centre. Our return was not very well organized as we were told to embark on a small boat, waiting 35 minutes for a journey of 3 minutes (the reason behind that was reducing the cost for the cruise company as they grouped 5 groups together instead of each group returning with their own coach back to the ship).View All 36 City Tour Reviews
Not for kids. Pompéi not of interest. Sorrento was nice but the tour guide was not very knowledgeable.View All 505 Pompeii Walking Tour Reviews
Not for kids. Pompéi not of interest. Sorrento was nice but the tour guide was not very knowledgeable.View All 165 Sorrento Reviews
Very good tour guide.View All 101 City Tour Reviews
The tour guide was very good and the excursion was worth it.View All 19 Teatro Greco Reviews
It would be better to have taken the tour ourselves. Please note that the shuttle bus organized by MSC was pricey (30 euros for a family of four) for a 5 min ride (1.5km). Better take the free shuttle by the port.View All 284 City Tour Reviews
The tour guide was ok. But we would prefer to have done the tour ourselves.View All 78 City Tour Reviews
The tour guide was ok. But we would prefer to have done the tour ourselves.View All 21 La Valletta Walking Tour Reviews
We could have skipped.View All 46 Mdina Walking Tour Reviews
The tour guide was ok. But we would prefer to have done the tour ourselves.View All 18 St. John's Cathedral Reviews