MSC Virtuosa Review

5.0 / 5.0
246 reviews

Worst holiday experience of our lives

Review for the Baltic Sea Cruise on MSC Virtuosa
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First Time Cruiser • Age 40s

Rating by category

Public Rooms
Fitness & Recreation

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Sail Date: Sep 2021
Traveled with children

4hrs to get on the boat without any warning ((we couldn't plan to bring food or snacks for our young children) even though we now know this is common for MSC, once on board the staff were overwhelmed, massively understaffed ships and long queues for everything, food outlets, guest services (unsurprisingly a consistently long queue of which was mostly guests shouting at staff), bars, elevators (which we did understand as they'd been limited to four people due to social distancing), the only pool realy suitable to younger children was in the slide area (shallower than 1.4m) and you could only book for 30mins a day. Food orders consistently incorrect and staff just didn't have any training (clearing plates during meals with rest of table still eating, serving leaning over meals etc) lost count how many times staff walked away half way through orders we were sure by the 2nd day that it must be intentional but can't think why. The pool area was still disgusting and plates and trays were stacked 4 or 5 high full of food and hot tubs were just surrounded by bottles all day. Cleaning was kept to a minimum. We ordered breakfast delivered to the room for 7.30am every day as the queues at the dining hall were over 2hrs long but not once was the breakfast brought, it would take at least 15 calls to guest services before anybody answered the phone and we were always told "it's on its way" we gave up after 90mins every day and it never showed. We understood why but felt staff were mistreated and we did hold off on complaining too much directly to staff as they were clearly overwhelmed and run off their feet. The boat was a nice boat but we just felt the horrendous mismanagement from higher up the chain at MSC was clear. It summed the whole experience when before the theatre show we attended on the second day MSC decided to show a really cringy 5min video which was nothing more than a self congratulating propaganda video calling themselves "masters of the sea" in which you could clearly hear numerous people either laugh or gasp at the audacity. It was our first visit on a cruise ship but fortunately we were joined by our friends who have 45+ cruises under their belt whom assured us this wasn't normal and in their 15yrs of cruising they hadn't ever experienced anything as horrendous. We have however booked ourselves onto Wonder of the Seas with RC for June next year, we won't give up on cruising yet. In summary... a nice ship run by an awful company with poor front line staff thrown under the bus to deal with people's misery and abuse.

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