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Spectrum of the Seas Cruise Review
0.0 / 5.0
Cruise Critic Editor Rating
37 Reviews

POOR customer service....2 months passed ... no response from guest relations

Spectrum of the Seas Cruise Review by doc_klc

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Trip Details
  • Sail Date: Dec 2019
  • Destination: Asia

i must admit that the Spectrum is a marvelous ship. Well designed and beautiful.

However, the management is disappointing. I have tried to contact the Guest Relations team via the official website and email. Not a ripple of response in 2 months.

Here is my email which will tell my frustrations with the Cruise Line.

"I am astounded to notice that you charge my credit card in Hong Kong Dollar while I had explicitly chosen the opposite during my online check in procedures.

The exchange rate of you is unfavorable and my bank charge me a handling fee for billing from overseas in HK dollar!

Although the amount is not too big, but it appears to me that your cruise company pay not much attention in caring your customers preferences.

In addition, I do like to complain a few issues.

We enquired repeatedly about the dining time and we are told 2nd dining is 7:30 pm. After boarding, we find that it is 8 pm instead. Again, no big deal, but irritates your customers.

Before we board, I find no way to inform the ship that it is my Wedding Anniversary, Birthday of my sister in law etc. I want to purchase flowers for the ladies, but I think the service is not provided. After boarding, we have tried to inform the ship about the important dates, but we found no hospitality, no cards, no decorations and just nothing. It is not that in other cruise lines, including your sister line, the Celebrity.

For the theater show every evening, they are scheduled 7:30pm and 9:30pm. First dining is at 5:30pm and guests have 2 hours to finish their meal. But, for 2nd dining at 8pm, we have only 90min. to rush our dinner if we want to go for the show. So, no matter how we rush with our food and how hard our waiters are rushing, we never arrive the theater on time.

For the shows, many, if not the majority, guests are reserving seats for their family. It is so ridiculous for 2 to 3 kids to reserve a whole row of more than 12 seats. One evening, I went for the 7:30pm show before our specialty restaurant booking at 8:30. I and my wife attempted 4 to 5 places and just to be scolded by other guests because they RESERVED those seats. Of course, it ended in quarrels and spoiling the mood of the vacation. I really like to know the policy of your cruise line or the ship. Most important, are you enforcing your policy in any way?

About the 'Silk Road', we try to book before we board. But only the paid 'VIP' version can be booked. OK! we do it on board. But, every show is FULL. Fine, other guests do their booking before us.

What upsets me is my enquiry at the guest relations, after queuing up for a long while. They said that only the paid version has seats. The show is for the guests. Everyone guest should have a chance to view it. Either you add more sessions to fulfill the demand, or you make every guest to pay for the show. At least, you should arrange a waiting list that unsold seats will be released for some other guests.

There are lot of other issues that are unsatisfactory, but I don't want to spend my time on them. As a customer, I don't like your cruising company.

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