We are one of the people who were affected by the travel ban to Cuba. We had booked a 7 day cruise with MSC for ONLY the reason that they offered a 2-day stop in Cuba. Of course, it wasn't their fault that travel to Cuba was banned 2 weeks before our cruise but while other cruise companies offered full refunds and other great options (like moving your itinerary AND getting 50% off your cruise), MSC's "fix" was not anywhere as generous. We could have changed our itinerary (but with no fantastic perk like 50% off) and seriously considered it as other than Cuba we were not excited about our itinerary and had just done a similar itinerary last year with another cruise company. However, my husband was excited about a 48-hour excursion we had booked and paid for, so we decided to go ahead and give the cruise a try. The excursion, which was the only reason we continued with the cruise after Cuba was off the table, ended up being cancelled at the very last minute and the excursion desk at MSC was rude and cold in their response to our disappointment. At one point, my husband and I had 3 excursion employees shaming us, holding up a print out of their excursion policy and making us feel terrible. And this was after my husband had been very calm, concise and articulate ~ we weren't attacking anyone, we just wanted to salvage our cruise experience. No one at MSC expressed any concern for our disappointment and instead blamed us and made us feel stressed.
We did try to keep our chin up and found a way to enjoy our time together but we will never use MSC again and encourage others to think twice before spending your hard-earned money and vacation time with a company that works with an attitude that does not put customer's enjoyment first and foremost. My husband truly feels our vacation was wasted :( and that is not a great feeling.
On the bright side, the day-to-day staff on the boat was kind and helpful. They always had very good fresh fruit and bottled water was complimentary with our drink plan. The other vacationers were wonderful and many where as disappointed as we were so we at least had some sympathetic ears.
Room was a comfortable temperature, bed and bedding where clean and comfortable. Balcony was nice. Cabin attendant was courteous, kind and kept our room sparkling clean.
Furnishings were dated, carpet was stained, fabrics where frayed. Water in bathroom was often grayish and sometimes spit out black debris (was pointed out, no cause was shared). TV didn't work.
We had booked a 48 hour excursion to Chichen Itza which would have included an overnight and then back to the boat in Cozumel. We had paid for the excursion and it was one of the most highly anticipated portions of the cruise (and the only reason we continued with the cruise after Cuba was cancelled). We didn't know the excursion was cancelled until the night before, after we went down and asked. The excursion desk treated my husband like an idiot. Said they did not offer any such excursion and made him go to the room and bring back our MSC issued tickets to prove we had paid for the excursion. We were told that the excursion was no longer offered and that this excursion had never happened in the past for anyone. If we had known this, we would not have taken this cruise. Our disappointment was met with coldness and rudeness by the excursion staff and repeated copies of the MSC excursion policy print out shoved at us. Really disappointing and stressful. Horrible experience.