Saw this cruise advertised for a pretty cheap Nassau and Ocean Cay 4 night trip. All in all with excursions, drink package and room upgrade we were in for about $1400. Right off the bat not the best deal looking back on it. The issues started with joining Voyager Club…to this day and after multiple calls, emails and speaking to the ship my Voyager Club is still not active, they keep sending confirmation emails to confirm the correct email. All of the emails are showing no contact. When calling MSC they said they are aware of the issue but I can just confirm once on the ship. Well…on the ship they said everything is all set and I STILL can’t get access my account. This is just the beginning…about 2 weeks ago in we s looking over documents and I saw that despite requesting an early dinner time we were given a late dinner (with a 9 year old). I called MSC and got it changed but being it was on a Saturday and no supervisor was there, I would be charged $30 for the change but if I called Monday a supervisor would take the charge off. I called back Monday and was told this was an existing balance that I hadn’t paid and would need to pay that. After 20 minutes of back and forth and being told I can’t speak to a supervisor, because they were texting with them as they aren’t on-site. I was told a supervisor would contact in a few moments. Guess what?!? No supervisor called. I called back the next day and there was no “balance” on my bill and the person I spoke to could not see there ever was a balance. I should mention that during that initial call about the dinner change I had also requested to change check in time as they gave us a 4pm check in. At the time I was told that cannot be changed and if I arrive early, I will be made to wait outside the terminal. Last Tuesday afternoon, 2 days before sailing, I received a text message saying my check in time had been changed to 11am. I theory that is great but all the plans we had made with work, boarding the dogs, house sitter, and transportation now had to be changed. No for a good thing….we arrived at the pier at 11:05am last Thursday and by 11:30 we were walking on board. We were also told our 9year old would have to be tested at the pier regardless of her fully vaccinated status and showing a negative test 24 hours before. I inquired about this and was told they no longer require this step (despite it being on the web site still). Now on the topic of the website while we are at it. It is out of date, there are no real ship, activity, or dining details…no sample menus, no pricing for al a carte, generally no details that every other line has on their website. The website is awful…all Covid info is outdated and it is a clunky nightmare to navigate. Now to our onboard experience…. After arriving at reception we saw the amazing Crystal staircases and did a little exploring before making our way to the buffet. First impressions were that there was a wide variety of items but each section had little selection. As I had heard the pizza was outstanding and clearly the best option in the whole buffet. More on the buffet later. After lunch we went out to the pool deck bar. Despite 6 bartenders and servers standing around and only us and another couple waiting for drinks it took over 10 minutes to get 2 margaritas. We sat down at a table overlooking downtown Miami and enjoyed the scenery. After our drinks were empty we figured that one of the servers would come around and ask us if we needed anything. Several walked past us and other were gathered together laughing and playing on their phones but no service. I got up to get refills and same thing…about 10 minutes from my order taken until I received my drinks. Having been in the service industry I am not blaming the crew but the leadership or lack there of in Management and oversight. That night we decided to try the Black Crab. Our server Marlena was great! She was super attentive and friendly and we enjoyed great conversation. The meal was Ok but not great or even good. We headed back out to the pool deck and then got our daughter signed up for the kids club. Another hit….she LOVED the kids club and went most afternoons and every night. Back down to the pool bar…another 20 minutes and no service. Then we met server Mayur. Mayur along with server Emerson and entertainer Mahir were the only saving graces during the whole trip. They were friendly, engaging and service was above and beyond these guys rock and if you are traveling on Davina in the coming months and run into them you will experience for yourself what a great time these guys facilitate with enthusiasm, customer service and friendliness. Back to the misses….excursion to Balmoral island, absolutely not as advertised…you get the impression it’s a private island you can explored multiple pools , snorkeling and other water sports what you get is a 1230-500 excursion that is cut short when you don’t leave the dock until 1:30 in a boat that is literally spewing black diesel clouds that is falling apart at the seams fiberglass patched and broken and patched again…railing welds that looks like they were done by Stevie Wonder and ultimately not a private island more a 400 stretch of sand that serves $5 water and not much else that is shared by multiple cruise ship and resorts all divided up. The snorkeling area goes out about 50 feet in waist deep water with no fish or coral. The next day at sea was fun and we sat around the pool deck and played some games and watch the belly flop contest which was hysterical. Johnny Bravo aka Mahir stole the show. While sitting on deck our daughter came back from the slide bleeding profusely from her foot she had slipped on the stairs and got caught on a piece of the broken and dented stairs. Mayur helped us get to the medical units and they were thorough and took great care of our daughter and after about an hour she was back on her feet. The next day I walked up to see if the stairs had been repaired and guess what?!? They hadn’t…no big surprise at this point! So now to the worst part of the trip. We booked a Cabana at Ocean Cay being the MSC website gives NO details what I could find was it was a full day cabana with water/ soft drinks, towels floating mats, chairs and an umbrella. We got sick waters in mostly melted ice and a chair and table that were flipped over in the sand. While we were there our travel agent, who was also on the cruise stopped by to check in on us and she wasn’t happy. She went and got a manager who told us this is what we paid for and basically told us to GFYS. Our travel agent bought us a drink and the guy came and took our order and literally and hour later hadn’t come back. A little time later we saw Mayur who was working on the island that day. We told him what happened and he got our orders. Upon returning he said he’s isn’t know what happened and it looks like the other guy just left. About 3:15 another guy came along and started clearing our table without saying anything. We asked him to keep the drinks there and he said he had to start cleaning up he took everything that wasn’t full he then emptied the cooler of the water and we asked him to keep it and he said he had to take it right then….regardless of us having the cabana for nearly 2 more hours. At that point we felt we were being pushed out and headed back to the ship. We went to guest services with Debbie our travel agent and we’re told that they couldn’t help us and we needed to talk to the excursion desk. We went there and talked to the guy at the front desk who blew us off and eventually got a supervisor whom from the beginning had an attitude (in a friendly, condescending way) and told us the excuse soon staff was not his staff and basically they had honored their part of the contract and there is nothing he could do for us and sent us on our way that was kind of the final straw for us. Our agent said she was going to follow up with MSC this week. Honestly we aren’t looking for anything out of this but decent customer service and it seems this is lacking on MSC from the management down. Customer service sucks and on a “value cruise line” this can be expected but by the end there really isn’t much value when it comes to price and customer experience. I’ve traveled all over the world and cruised on many different lines and this is the first time I’ve actually been pissed about how awful an experience I had….a bad day cruising is better than your best day at the office but after this experience I am wondering…..overall an awful experience and I don’t think I would consider cruising on MSC again after this unless I see drastic changes
Not horrible. Cabin was roomy and fairly clean. Couch had some questionable stains and vent under the fridge were extremely dusty. Comes back to no management follow up or supervision to oversee basic housekeeping standards. Our room steward was however efficient and friendly.
Great efficient port