We chose this cruise because we had cruised American Cruise Lines previously and had a 5 star experience. Unfortunately this cruise was not even close. This is a very expensive cruise line (about $1,000 a day per person - based on double occupancy) and the passengers are mostly senior citizens. Our boarding experience was chaotic. There was a long boardwalk to the boat with no assistance for disabled guests. Those passengers who had not bought the pre-cruise package, waited hours in a covid testing line. Our cabin was lacking towels, pillows, a garbage can and a television remote. Multiple requests did not produce pillows - this cruise line was out of pillows. Our housekeeper made pillows for us out of bed duvets and put them in pillow cases. There was no Wi-Fi available as it had apparently been discontinued. There were several networks but no one (including the Captain) would give out the password. There was little order and the First Mate was running around literally trying to solve every problem imaginable.
At least 3 cruise employees walked off/quit as we were boarding. More left at other ports during the cruise. There was much complaining to guests from cruise employees. Employees were on their phones and complaining to each other constantly. They were talking with guests about management and ship issues, including who in management was sleeping with their subordinate. Guests were trying to help the staff with their work and stress. Clearly many employees were not happy with their employment. We strongly considered leaving the cruise and flying home. It was that bad!
On day 5 (out of 7) the Executive Vice President and the Director of East Coast Cruises came on board. When corporate management was there, the ship put on a whole different facade. As guests complained to them - I was astonished at all the issues I did not know about. An elderly woman's personal wheelchair went missing on the first day. It was assumed that someone mistook it for their own. No one on the ship would help her or her family. They asked for help multiple times, but no one could or would help. She got her wheelchair back on day 6; unfortunately she went 5 days without it.