First, let me preface this by saying we enjoyed the cruise amid the hiccups. The ports on this cruise were awesome.
I always select a room with another room above and below. And I did that when I booked this cruise on another RCI cruise through Future Cruises. The RCI team member assured me that this was the case for room 3577. However the deck chart is incorrect for this ship and above our room is a bar on the fourth floor and not another room as the chart shows. When anybody moves getting on and off of a chair around the bar we hear the chair scoot across the tile floor and people walking basically from noon until 0100 or 0200 in the morning. I complained at customer service and was told they had no available rooms. So I complained to the Concierge who took copious notes and seamed concern. After finally finding the Loyalty Ambassador at her desk she coordinated with Customer Service and gave us another room (3449). But when I went to get the key I was told that they had already given it to someone else due to bedbugs in their previous room. So because the ship is full I had to wait another day until a couple left due to an emergency and then we were given that room (4549). However when I went to look at the room it was below the casino. We dealt with a Customer Service Supervisor, who was extremely rude. She had an attitude of she really did not care. During my contact with her she stated that she couldn’t give me an upgrade as though that is what she indicated I wanted. I didn’t ask for an upgrade and wanted nothing less than the same category room without the noise! However after finally talking to the Loyalty Ambassador again we were given the key to that room (4549) after her insistence and was allowed to sleep in it that night. However, we could hear the slot machines and people walking and after a couple hours we went back to 3577. Notwithstanding, that besides the noise the room was dirty and there were blood stains on the cabinet in the bathroom. Subsequently, that room was not acceptable. I tried to tell Samantha the night before about the possible noise being under the casino and her attitude was “take it or leave it”. So I talked to the Loyalty Ambassador the next day and we were given another room (3034) to look at and when I looked at it on the chart it was next to a room that was determined to have five people including small children. So that room was not accepted due to possible noise. Finally we decided to just bear with the noise that we are dealing with from the bar and stay in room 3577. It has been a real challenge to get a good nights rest. During the day you cannot stay in the room and read or nap as people are still utilizing the bar and setting in the chairs and moving them. We wore ear plugs and took a sleeping pill which were a little help. I recommended that maintenance put felt pads on the bottoms of the chair legs to mitigate the noise. However that was never done. So unfortunately no good nightrest. During our episode with the noise above our room we felt the only person that really cared about our situation was the Concierge. The Concierge and his staff did an excellent job each night.
Just a note that it took two days to finally find the Loyalty Ambassador at her desk during her published hours. We followed some people at her desk one night that were complaining to the Loyalty Ambassador about her not being at her desk during published hours. She had all kinds of excuses instead of understanding the wait for her. Although the Loyalty Ambassador has been nice it appears that she is a novice in her job. For example, as a Diamond Plus we get certain amenities and she did not realize that both my wife and I both get the amenities as Diamond Plus. I had to remind her several times as she kept forgetting. Also, we were given notice for our luncheon with an officer and on the luncheon announcement she gave us and the other party it had the wrong location. We had to determine on our own the correct location.
We feel this was the worst Customer Service on any Royal Caribbean cruise we have ever been on. Their attitude and misinformation, not abiding by normal protocol for seeing customers and the Supervisors attitude was uncalled for. On one occasion I was first in line and had to wait more than 10 minutes while they dealt with other customers. That is okay. However, when it was my turn the Spanish-speaking employee allowed a Spanish-speaking person to walk up while I’m standing in front of her and she dealt with that person before she dealt with me. All because he did not speak English. There was no reason that he could not wait in line like the rest of us. However, on other occasions she was always positive and corrected other employees who gave us incorrect transportation information at one port.
A major issue is WiFi. The WiFi is extremely slow and keeps dropping you off the net. The IT made some switch adjustments on our devices but it did not help.
I purchased WiFi for two devices prior to boarding. Because I purchased WiFi for two devices and I logged in once I came on board I no longer have the ability to utilize the two free days that are allotted to me as a Diamond Plus member. My wife has and can use the two free days that she has as a Diamond Plus member. However, it is not right that because I purchased a WiFi package I no longer have the ability to utilize something that is part of my Diamond Plus package that I earned. RCI is negligent in taking a service that rightfully belongs to me. However, towards the end of the cruise the IT made a plan that allowed me to use one of my allotted days, notwithstanding that I wanted it earlier in the cruise. But I do appreciate them going the extra mile to give us a work around resolution for ONE day, but I still got cheated out of one day. RCI needs to fix the software.
A Diamond Plus member gets upgraded bathroom amenities for members with 340 or more cruise points. We have well over 340 points and not once during this cruise did we get this benefit.
RCI members that went the extra mile to make our cruise enjoyable were our servers, a Chef who passed on some wonderful tips to my wife, and Manager Guest Services and Manager House Keeping for their concern after them asking about our room situation during our lunch with an Officer.
The food was excellent in the MDR.
As always we enjoyed the entertainment.
We were amazed that we were considered the Top Cruisers on this ship and recognized by the Captain. It was an honor as a Diamond Plus!
Extremely poor cabin location. Under bar on 4th floor. Very few hours of no noise. Room steward was excellent.