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First and foremost, MSC Grandiosa is absolutely gorgeous and the elevator designed to move people efficiently. The Aurea duplex suite is very unique with 2 full bathrooms, spacious closets, living room, dining room and a private hot tub. We have been on many cruises in past and since MSC Grandiosa is so new, we expected errors, inexperienced staff, and broken processes. Never did we expect such rude, unprofessional, hostile staff at the reception, excursion desk and cirque du soleil. The incompetent staff all has one thing in common,they all refused to own their own mistakes and blames us. They obviously lacked "Customer Experience" training and basic human decency. This cruise was miserable from day one, the inner glass door (Exclusive to only duplex) had no locking mechanism and it was sliding and banging on the wall all night during rough seas. We did not know where the loud "Banging" sound was coming from the first night needless to say we did not sleep well. In addition, I set the wake up alarm via phone for am but the system called us at midnight. Due to lack of sleep and the bug in the wake up call system, we missed the "Rome" excursion that we pre-paid. When we talked to the guest service about the alarm waking us up at midnight instead of 7AM, she said "Why didn't you set up your cell phone for wake up call." Not only was she rude, she stated that I also should of called the guess service for a "Wake up" call. When we asked for our excursion refund due to this wake up call snafu, the excursion staff was hostile and said "You should of set up wake up call from your cell phone" He claimed we need to use the pre-paid excursion for another excursion because MSC do not refund. It took three days of escalation to get the excursion refunded. To make matters worse, cirque du soleil staff bumped our 7PM show that we pre-paid online and tried to move it at 10 PM. When we explained that we have a seven year old child and we can't attend 10 PM show, staff was very rude. He took no ownership that MSC made a mistake on overbooking 7 PM show. We were forced to change our dates at the last minute. We finally discovered the glass sliding door was the culprit of nightly banging on the wall sound on the second night. We had to place the chair against the door every night to stop the slamming of the door all night. That glass door literally damaged wall. We escalated this issue every night to to the guest service but they were hostile and ignored the issue. The temp fix was not done until the fourth night after the supervisor was escalated. The hot tub broke during third night of the cruise and MSC finally fixed it on the last night of the cruise after daily calls to the guest service. We could not use the hot tub that we paid for 4 nights. On the positive note, our cabin steward the only staff that treated us with respect with outstanding customer service. The wait staff were consistently friendly at IL Campo restaurant. Atelier Bistrot french restaurant was exceptional and as expected the quality of food was much better than the complimentary restaurants. The MSC buffet pizza was very good and always fresh. The overall food quality at the buffet and the complementary restaurants were subpar to poor. MSC Grandiosa is no doubt a beautiful ship but the guest desk staff lack basic hospitality skills.

MSC Aurea Duplex Suite - Worst Customer Service

MSC Grandiosa Cruise Review by LaurahQ

7 people found this helpful
Trip Details
First and foremost, MSC Grandiosa is absolutely gorgeous and the elevator designed to move people efficiently. The Aurea duplex suite is very unique with 2 full bathrooms, spacious closets, living room, dining room and a private hot tub. We have been on many cruises in past and since MSC Grandiosa is so new, we expected errors, inexperienced staff, and broken processes.

Never did we expect such rude, unprofessional, hostile staff at the reception, excursion desk and cirque du soleil. The incompetent staff all has one thing in common,they all refused to own their own mistakes and blames us. They obviously lacked "Customer Experience" training and basic human decency.

This cruise was miserable from day one, the inner glass door (Exclusive to only duplex) had no locking mechanism and it was sliding and banging on the wall all night during rough seas. We did not know where the loud "Banging" sound was coming from the first night needless to say we did not sleep well. In addition, I set the wake up alarm via phone for am but the system called us at midnight. Due to lack of sleep and the bug in the wake up call system, we missed the "Rome" excursion that we pre-paid. When we talked to the guest service about the alarm waking us up at midnight instead of 7AM, she said "Why didn't you set up your cell phone for wake up call." Not only was she rude, she stated that I also should of called the guess service for a "Wake up" call. When we asked for our excursion refund due to this wake up call snafu, the excursion staff was hostile and said "You should of set up wake up call from your cell phone" He claimed we need to use the pre-paid excursion for another excursion because MSC do not refund. It took three days of escalation to get the excursion refunded. To make matters worse, cirque du soleil staff bumped our 7PM show that we pre-paid online and tried to move it at 10 PM. When we explained that we have a seven year old child and we can't attend 10 PM show, staff was very rude. He took no ownership that MSC made a mistake on overbooking 7 PM show. We were forced to change our dates at the last minute.

We finally discovered the glass sliding door was the culprit of nightly banging on the wall sound on the second night. We had to place the chair against the door every night to stop the slamming of the door all night. That glass door literally damaged wall. We escalated this issue every night to to the guest service but they were hostile and ignored the issue. The temp fix was not done until the fourth night after the supervisor was escalated. The hot tub broke during third night of the cruise and MSC finally fixed it on the last night of the cruise after daily calls to the guest service. We could not use the hot tub that we paid for 4 nights.

On the positive note, our cabin steward the only staff that treated us with respect with outstanding customer service. The wait staff were consistently friendly at IL Campo restaurant. Atelier Bistrot french restaurant was exceptional and as expected the quality of food was much better than the complimentary restaurants. The MSC buffet pizza was very good and always fresh. The overall food quality at the buffet and the complementary restaurants were subpar to poor.

MSC Grandiosa is no doubt a beautiful ship but the guest desk staff lack basic hospitality skills.
LaurahQ’s Full Rating Summary
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Cabin Review

Cabin
Msc aurea duplex suite is absolutely gorgeous and spacious. The queen bed is very comfortable on the second floor next to large full bathroom and a TV. The walk in closet is huge on the second floor with second hair dryer and a makeup table. The first floor has a couch that folds down to a bed facing main TV. The dining area sits 4 people and faces the balcony. We loved the balcony which was forward facing but the hot tub was broken half of our 7 night trip.
MSC need to add locking mechanism to inner glass sliding door. The glass sliding door was slamming again the wall every night unless we propped the chair against it. In addition, we escalated broken Hot tub every day it was broken and it should not take 3 days to fix it.
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