We just returned from a transatlantic cruise on the Divina. November 5th 2019 departing from Genoa Italy to Miami Florida.
Embarkation was great and handled quite well. Unfortunately the issues began shortly after. Here is a short description of some of the issues::
Cabin Steward--Either hates his job or is just miserable naturally. I do not even know his name because he barely spoke to us. The beds are not made with top sheets--only the duvet-- so when the bottom sheet was changed we had to ask for the duvet to also be changed. There was always an excuse--I am sorry but I did not have time--Serious?
Toilet paper was only left if you were totally out......no extra rolls in the room. This required us to call and seek toilet paper on two occasions. How cheap is MSC? Or was this just the cabin steward?
Kleenex are not allowed to be given in the cabins??????? Again is this the way MSC wants to present itself to guests?
Our Diamond amenities were not left in the cabin and we had to ask two times for them.
Overall I have to say that this was the most miserable and one of the worst cabin stewards we have ever had.
Food--Most passengers are going to tell you the best food they had was ashore..........true.
The internet was barely usable most of the time.......I used data whenever I could instead of the wifi
Guest Services--This is where MSC truly lacks--If three people went to customer service with a question there were three different answers. Guest service would rather tell untruths than explain the reality of a situation. We asked why we could not get Kleenex in our cabin and we were told because guests tend to clog the toilet???????? The cabin steward then told us that only certain experience levels are allowed Kleenex.
We had another issue and asked to speak with the guest services manager- Fillipe told us that the manager was a very busy man????? Fillipe is also a miserable unhappy person but he did take our information and said he would give it to the manager. This was on day 2--he never ever contacted us.
We overheard a meeting or a training session where the staff was being told that "Americans were difficult" Instead of explaining that American's might have a higher level of expectations, staff were told they are difficult which in my opinion creates a pre conceived idea that there will be problems and therefore it is ok to be rude to them.
I went to the guest services desk one morning after a crew member burst out of a door on the 13th floor and hit my arm so hard my cell phone flew out of my hand. I simply said that it might be mentioned to the crew to open doors slowly if they open outward into hallways. The guest services person simply said "well maybe he did not see you" then turned and walked away........The correct response should have been--I am so sorry are you alright?
Shore Excursions--We had an Excursion for Rome from Civitavecchia. The meeting time was at 7:40 am in the Pantheon Theater deck 6. We arrived in the theatre at 7:25. We received our bus number and waited--and waited--finally we were able to board the bus at 9am. The trip to Rome was 1.5 hours. After all the time waiting once we boarded the bus my husband was struck with a gastric intestinal issue. We knew that he would never make it to Rome and we decided we had to leave the bus. We told the Excursion person our problem and they returned our ticket to us. Once my husband was feeling better we went to the shore excursion desk to ask for a refund. We told them that between the delay and diarrhea we could not do the excursion. We were informed that there would not be a refund and were told that the delay was announced.......it was not. Additionally it would not have been pleasant for anyone if my husband had stayed on the bus. Again a bad choice by MSC. And it was MSC because the people running the excursion returned our ticket so we could take it to MSC for a refund.
The biggest and most unforgiving issue was in San Juan. MSC handled the Customs and Immigration procedure so poorly that it put passengers in danger. First the procedure to get off of the ship was poorly handled and took far longer than expected.....this was not so much the problem as the re boarding. No MSC personnel were in the terminal organizing or updating passengers as to the time and procedure for boarding. This lack of information and organization lead to an unsafe uncontrolled crowd. Tempers flared and fights ensued in different areas of the terminal. One female passenger actually hit me from behind because I was in front of her. I could not believe that she did this and turned and told her it was not alright to put your hands on another person. The lady just kept screaming that she was Yacht Club she was Yacht Club. I could not go anywhere because the push of the crowd was so great. MSC finally held this woman back but did not detain her nor did they ask if I was alright. Hitting a person is a crime in the United States and my disappointment with the way MSC handled this is beyond words. I did go to guest services and filed a report and they gave me an email address to communicate this to. During this report they also said that the Guest relations manager had left a message to meet with us in Fort de France.....he did not but she said he would leave us another message after this latest incident......he did not. This all leaves me to question whether MSC even cares about their guests.
There were some bright spots during our cruise. MSC did a wonderful job with the Cruise Critic meet and greet. This was one of the best meet and greets we have attended on any ship.
Irish is a bar server that is delightful! Irish is always smiling and talks easily to guests. More crew should takes lessons from her. Irish usually works the buffet and the casino.
The itinerary was great and we enjoyed most of our stops......of course the exception was Civitavecchia.