We sailed on Carnival Glory January 2017. I’ve emailed Carnival multiple times and haven’t got a response back from them. I’ll start with before even boarding Carnival Glory. A few minutes prior to boarding the ship, an employee ... Read More
We sailed on Carnival Glory January 2017. I’ve emailed Carnival multiple times and haven’t got a response back from them. I’ll start with before even boarding Carnival Glory. A few minutes prior to boarding the ship, an employee (without saying one word) tossed a paper at us. The paper was to inform us the Bahamas was canceled. From the start we were unhappy with the news. We had knowledge of the Carnival Great Vacation Guarantee and decided if Bahamas was really canceled, we would take advantage of the opportunity. Once on board, we went down to Guest Services. We waited close to an hour to speak with someone. At 5:45pm we spoke with Takawira, who assured us the Bahamas was canceled and would not be added back to the itinerary. Takawira also informed us that Carnival knew a week in advance that Bahamas was taken out of the itinerary. At this point, we were furious, if Carnival had knowledge of this a week prior, why were we only informed 10 minutes prior to boarding? (Some people we spoke with were not even aware of this information until the next day when we never ported). We told Takawira that we would like to take advantage of the Carnival Great Vacation Guarantee. He told us the Carnival Great Vacation Guarantee only applies 24 hours prior to boarding and it does not apply to anywhere leaving from a US port. For anyone who has read the policy, they would agree this man has no clue what the policy is. After arguing with him, he got another guest service staff to speak with us. She restated what Takawira had already told us, she then promised us (multiple times) no more ports would be canceled, and she would have a manager call us to speak with us. Nobody ever called us. Now, stuck on Carnival Glory for a week, we tried to make the best of it. Then, Thursday, last second, they canceled the Grand Turk port. We felt more than lied to because Guest Service guaranteed no further ports would be canceled. Not to mention the port refunds of $18 (Bahamas) and $15 (Grand Turk) is a total slap in the face considering we paid $1,300+ per person for this cruise.
Still, the issue here was that we were denied the "Carnival Great Vacation Guarantee". While we were ported in Puerto Rico we spoke with passengers from other cruise lines, they told us their cruise ships were porting in Puerto Rico an extra day because averse weather conditions in Grand Turk had caused the port to be closed for over a week. I would assume Carnival was aware of this information. When we asked about the issue, no one could give us a straight answer. Prior to the cruise I purchased strawberries to be delivered to our cabin. At the online checkout there is a variety of days and times to have the item delivered, I chose "on arrival". On arrival, they weren’t in our room. A staff member in the lobby walked by, I stopped him and explained my issue. The staff member responded with "that's not my problem" and walked away. The staff member returned about ten min later and asked my name and room number and said "It'll be there by 10pm, if not I guess come back down here tomorrow." I'm not sure why Carnival has an on arrival option if they can’t deliver the items on arrival. When the strawberries were delivered, they were small and brown.
The room service was terrible, it usually took over an hour. Guest service was impossible, I would call, wait twenty min on hold and they would answer and hang up on me. On arrival, our bed sheets had a yellow stain on them, the glasses in our room were dirty like someone had used them and put them back without cleaning them. A few times we went to the bar and would never be served so we would just leave. Every night we would order the same exact wine and a couple times it was a different wine then the night before. The wifi was absolutely terrible. The pools at one point were green, full on green. There were children in the 18+ pool and no staff said anything. The serenity deck was awful. The "no saving seats" rule was never enforced so it was close to impossible to find a chair to lay on.
At the casino, I was playing at the quarter machines and pulled out $15 from my sail card; I ended up being charged $20. I asked a staff member if he could fix it; he was rude and kept saying the statements don't lie and I’m wrong (20min prior they made an announcement about the ship losing satellite connection and players having problems using their sail cards). He gave me $5 back.
We ported in St. Thomas and took a cab to Coki Beach. We had an excursion planned and were unsure if the excursions go off ship time or St. Thomas. I called (on roaming) the Carnival number to ask, the lady I spoke with said the excursion was St. Thomas time. We rushed back to the pier to find out it was the ship’s time, not St. Thomas. I’m not sure why Carnival refuses to honor their policies. I’ve been waiting over two weeks for a response. Carnival is a SCAM and the great vacation guarantee is an even bigger scam! Save your money and stay clear! Read Less