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Poor Service
Posted by Xfed on 04/15/2013
MIAMI, FLORIDA -- On March 21 my wife and I were on a cruise from Tampa, Fl to Cozumel, Mexico. We chose to use Royal Caribbean as our carrier. We were aboard the "Jewel of the Sea". The ship was OK but the food was terrible and the selection was sub standard for a cruise line. Several of the onboard restaurants were closed. The steak that was available one night was thin, overcooked and tough. Steak was only available that one night. Seafood and steaks were only available at onboard restaurants for an additional fee.

The pool that was clearly posted for "adults only" was filled with noisy children. Under aged children were allowed to roam the ship unsupervised. When we were preparing to disembark at Cozumel, we were herded like cattle by a less than courteous staff. The movies at the onboard theater were out of focus. At the end of the cruise, an unauthorized "gratuity" was added to my bill without my authorization. If I had a choice, I would have increased the gratuity on my stateroom attendant and decreased the gratuity for the restaurant personnel. A gratuity is for excellent service and is voluntary.

What Royal Caribbean did was add an unauthorized fare increase. I would certainly never recommend Royal Caribbean when considering a cruise. Even with all the problems Carnival Cruise lines has recently experienced, it would be a step up from Royal Caribbean.

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Posted by ok4now on 2013-04-16:
I had a similar experience with them. The food in the main dining room was mediocre at best. Wanting a decent meal we were forced to use the on-board restaurant at an additional fee.

A few more complaints. They search your luggage like you're a drug smuggler to prevent you from bringing your own alcohol on board. The ship was overly crowded everywhere you go. Forget taking a leisurely dip in the pool, you have to fight the screaming kids. We were also herded like cattle which seems to be a common practice. They mostly refuse cash as payment, they want you to use your room charge so you loose track of what you're spending. I will not cruise with them again.
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Posted by Dayto_n on 03/22/2012
Working with the company was a great opportunity but not to work with some of the managers. to much favoritism and racism.

Look at my room that they wanted for me to live in and when it was reported it seems like I was giving trouble.

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Posted by dan gordon on 2012-03-23:
you may want to post a review on glassdoor.com to alert other job applicants. It would be a benefit to a lot more people.
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Posted by Longislandprincess55 on 09/11/2011
WE just got back from a cruise from hell in the Oasis might be a nice ship BUT not on a GRAND scale. They appropriated my steamer for our clothing even though I pressed everything some needed a touch up, so they took it and I had to pay to have house keeping to press them. And as far as the food don't bother it sucks big time, only when you go to a specialty restaurant when paying any where from $20.00 to $40.00 a head do you get quality food. So don't bother going on a trip of a life time on the Oasis OF The Seas you won't like it P.S. if you want to dine with the captain that will cost you darn near $90.00 a head, and as far as nickel dimming you too death your on the right boat.
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Posted by clutzycook on 2011-09-11:
Why did they take your steamer? I'm confused.
Posted by PepperElf on 2011-09-11:

if it's anything like the Navy ships I've been on, personal irons are considered hazards.

1) Many people stow their irons while they're still hot. So, there's a chance that it could touch something else and melt or burn it. And you don't want fire on a ship. Really you don't want that.

2) Electrical safety issues. Many irons aren't well grounded and shipboard power is hot on BOTH connectors, not just one. The ship's own ironing systems may be properly grounded with shipboard quality fuses.

3) That's another factor too - fuses. Normal fuses on things like hair dryers and power strips may only cut off one leg of power because... that's all you need to cut off on normal household power. So on a ship when both sides are hot, those civilian-grade fuses don't really cut off current completely.

Posted by Anna Molly on 2011-09-11:
Perhaps the steamer was confiscated at boarding? Doubt the staff used it on the OP's clothing. They do offer a pressing/laundry service onboard cruise ships, that I've never known to be free. One day a week, it's discounted, though (at least on the lines I've cruised).

Passengers also have free use of an iron and ironing board in the laundry rooms, if they choose to do so.

I've heard from several people that usually cruise RC, regular dining room food has gone downhill, possibly pushing people to spend more at the "specialty" restaurants to get quality food?
Posted by PepperElf on 2011-09-12:
I suspect the "free use" irons may also be specially wired for the ship too. On my first ship we could only use irons that had been specially modified for 3 prongs (aka they added a ground wire).

Posted by At Your Service on 2011-09-15:
None of the ships allow you to bring irons or steamers on board. Your luggage is generally inspected and the item confiscated until you disembark; this is, of course, for safety reasons.

I loved my Royal Caribbean cruise!
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'Why not' ignore the guest and make their stay unhappy.
Posted by Unhappy mom on 08/26/2010
MIAMI, FLORIDA -- Made the mistake of sailing with Rhapsody of the Seas in August, 2010. First night I slid out of bed. The mattress was old, lopsided and had never been turned. Child froze the first night until I gave her my blanket. One bed was left without a blanket or comforter. Reported it the next day. They laughed at my sliding out of bed but did give us the missing comforter.
The adult pool had so many kids in it, us two adults had to leave after being jumped on, splashed on and kicked. RC did nothing about it when it was reported to them.
A broken hairdryer and the refusal of the housekeeping dept to answer their phone and of guest services to bring a working dryer after they promised one was on the way resulted in our family pictures not being taken.
For two days and repeated attempts to call housekeeping and 3 face to face requests our stateroom was out of soap for the shower. We also ran out of toilet paper and had to go across the hall to get some.
I tried to talk to the manager of guest services about these situations. He said it was cultural and none of it was his area anyway but he would write it up.
The refused to leave us a guest survey until I had waited in line for 20 - 30 minutes on two occasions to try to get one to fill out.
One of my kids found a weeks worth of various pills in a pill dispenser on the shelve in their room. That could have been a very bad situation.
Some of the food for sale in the stateroom had been previously opened and retaped and half the boxes were expired. In the other room, the boxes disappeared then reappeared, minus one. Our departure was delayed while we argued about the missing box which the room attendant had told me she took. We were charged for it anyway.
I asked the pursers desk to have housekeeping come up so I could talk to them. Housekeeping refused. The purser then handed me the phone saying the head housekeeper was on it. It was actually the guest in room ####.
A girl from their customer relations department called me trying to talk me out of writing the President. Then she didn't believe what I reported since the managers I had spoken with never wrote anything up like they were supposed to.
The girl called back today saying they weren't going to refund my money (I had never asked for or even hinted at that response). She was kind of snotty. I told her I hadn't asked for a refund. She replied 'Well, you said you sold your car to pay for the trip and the it was expensive.' I said yes I did say that but I never asked for a refund.
She got me to thinking, though, most travel places will comp you a trip or part of a trip or something to try to get you to try their service again. I had one airline do that after a flight that was as bad as this cruise. I always use that airline now. Obviously RC has so many customers they don't care to work to correct any problems, after all you are a captive of theirs for the duration of the trip.
This is our third cruise in 10 months. The other two were with Carnival. One Carnival was awesome. The second was great. This RC sucked big time. As one mother told me "I am underwhelmed." Another mom and daughter asked me, "Where's the fun?" I agree wholeheartedly with both assessments.

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Posted by Anonymous on 2010-08-26:
I can understand not having toilet paper, that would be annoying. Its weird because our room steward was always there when we needed him, since they work off tips and gratuity. The pool situation, I really dont know what you expect RC to do. Kick everyone out of the pool so you can have it for yourself? You actually sold your car to pay for a cruise? Sounds a little weird. I think you kinda ruined the vacation yourself by letting every little inconvenience get to you. Let it go and think of the good time you had, man. Life is too short.
Posted by clutzycook on 2010-08-26:
You sold your car to afford a cruise? Uh, ok....
Posted by unhappy999 on 2010-08-26:
I don't get it, you sold your car to go on this cruise but it was your 3rd cruise in 10 months? Sounds like you had a few small problems but nothing that would ruin a vacation. I've read a lot worse on some of the hotel stays on this site.
Posted by Anonymous on 2010-08-26:
Posted by Anonymous on 2010-08-26:
Wow selling your car to go on a cruise hope its worth it. I have never been on a cruise so I prob don't understand whats so spectacular about them.
Posted by Ytropious on 2010-08-28:
"This is our third cruise in 10 months"....but you had to sell your car to go on it? I'm sorry but what? That doesn't make any sense from a financial standpoint.
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Ruined Vacation
Posted by Corgifirstsarge on 06/28/2010
MIAMI, FLORIDA -- Just wanted to say thank you Radiance of the Seas for ruining my Alaskan vacation that I had saved for a year to pay for. First my clothing was stolen at the Vancouver Dock. Complaint was made to customer service who just shrugged his shoulders as if to say what do you want me to do. Simply asked for a newsletter and was causticly replied to that it was in the room. Told him yes, it may be but we cannot access the room until 1:30 so please give me a copy of the newsletter. He slammed it on the desk and walked back into his inner sanctum. The food was deplorable -- pork every night and hardly any fresh vegetables. Now if you were from India you had ample selection of food to choose from. My key card did not work and it took not one but three customer service personnel to figure out how to issue a new one. Then when it came time to purchase an item on the ship, I found out the key card was invalid. The pool was out of order for the first four days of the cruise. All the so-called seminars on the next port were nothing more than enticements to pick up their brochure on where to purchase their diamonds from the ship-owned stores. All you heard was purchase our diamonds. Forget playing a friendly game of bingo as the ship was charging $20 a card to play -- outrageous. When a group of us tried to go off the ship to do our laundry, we were told we could not do so because it was against international law and there was no customs agent at the dock to inspect our laundry. Told the customer service person that in the USA we do not consider laundry a package. The ship's personnel kept stating we could not take a "package" off the ship. Nowhere in the newsletter did it ever state a person could not take their laundry off the ship. Thanks to Radiance of the Seas they made what was suppose to be an enjoyable trip, a trip from hell.
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Posted by BEJ on 2010-06-28:
Sorry you had such a bad trip with RCCL.

I have no love for the big cruise lines--too many people and impersonal service. Just got back from Alaska--we were on board the National Geographic Sea Lion. Ship had a maximum of 62 passengers. It was a trip of a lifetime.
Posted by Weedwhacked on 2010-06-28:
I just got off the Carnival Splendor on a 7 night cruise to Mexico and it was a very good time. The food selection was great. I can see why they wouldn't let you offload your laundry. They want you to pay them to do it. On Carnival, one load costs $7. I never thought of going on a cruise but this was my mom's retirement getaway and there were 40 of us in 10 cabins. The port stops are the best part. Everything on board is a complete ripoff.
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False Advertising on Web Site on Room
Posted by CharlesP on 06/10/2010
Incident = I booked an Alaskan Cruise for May 21-28, 2010 with Royal Caribbean Cruise Line through Scott Mintz at Vacations To Go and the room was supposed to have two beds and a couch that made into a bed for three adults. When I got on the ship the room had two beds and a pull down bunk with a ladder, no couch. This was not what I wanted or paid for. I called Guest Relations immediately on the ship and she told me the ship was completely booked and there was nothing they could do, and that she had received 3 or 4 complaints about the same thing. I turned in the information on this on the customer survey and e-mailed Royal Caribbean and the Travel Agency with Vacations To Go and Royal Caribbean admitted the web link photo showed two beds with a sofa but all they offered is a 10% discount on a future cruise which I would never use with them again. I also would never use Vacations To Go again as they lied to me three times about the accommodations. A very bad experience and a cheating deal from both companies.
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Posted by Anonymous on 2010-06-10:
Shouldn't your complaint really be with Vacations To Go?
Posted by saj80 on 2010-06-10:
My thought exactly, Dryad. The agent should be trying to get this resolved.
Posted by goduke on 2010-06-10:
So, I suppose a big question is "what's the impact of the problem." Were there 5 folks in the room that needed to sleep, so that someone slept on the floor, or was it more of a aesthetic issue? The compensation would likely be tied to that.
Posted by MDSasquatch on 2010-06-10:
This is where it pays to do your research. I cruised with Royal Caribbean, but we researched the ship and the rooms before we called the cruise line and reserved the room. We used cruisecritic.com

We also booked directly with the cruise line; watched the prices over the next 12 months and called in for a price adjustment whenever the price dropped.

Our room was exactly as we expected
Posted by Anonymous on 2010-06-10:
MDS, cruisecritic has some very valuable information. I always read reviews before I book.
Posted by goduke on 2010-06-10:
Stew has some sites he visits before cruising as well. Oh wait...maybe that's something different.
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Was a Loyal Customer--Never Again--Where is the (Customer) Service?
Posted by DeannaBinDC on 06/07/2010
MIAMI, FLORIDA -- I have cruised with Royal Caribbean a few times in the past and thought I would take my new fiance on his first cruise to celebrate our engagement. We saw a ship leaving out of Norfolk, VA and thought it was perfect so we wouldn't have to fly. The day of, we had our family drop us off at the port and in the frenzy, the porter took my fiance's carry on bag with his passport inside. No more than five minutes went by before we told the people at the ship what happened and they told us not to worry because it happens all the time and they could bring us the bag in time for us to board the ship. Over two hours went by and by the time we were told that this was actually impossible, we were standing in the terminal watching the ship sail away and booked as no shows standing in the port.

We immediately got on the the phone with our travel agent and Royal Caribbean to see what could be done. Of course, after hours on hold and talking to multiple people, they said nothing. They wouldn't even let us talk to them directly without our agent on the phone! Long story short, after 5 people teamed up to try to get an answer, we got a letter stating that the only way for us to redeem our trip would be for it to meet it in the next port of call, San Juan. At our own expense of course. None of this was met with a kind word or an "I'm sorry for your situation" from the time we were at the pier to the time we arrived in San Juan. When we got there, they didn't even ask to see identification, we were just on some sort of list along with the other lucky few who had the means to fly down.

To top it all off, we were NOT told that someone had gone in my fiance's bag to retrieve his passport and thought it had been lost when they transported it to the room, because it was in the outside pocket of his suitcase. But on the last day on the ship (which was not the greatest ship I've seen), we happened to run into the same crew member who we told about the passport issue in Norfolk and he said "Oh, yeah, hey man, I have your passport". Ridiculous!

How is it possible that you can hold on to someone's property and not tell them? Not to mention if we hadn't met the ship, they would have kept our bags on the ship and we would have had nothing. We saw them turn people away in Norfolk with nothing but the clothes they were wearing and their purses, and these people had no where to go. We were lucky in that we left out of our hometown and had family to stay with.

Admittedly, we have two things working against us, one being we booked through an agent and turned down the agent's insurance. However, we did learn after the fact that the insurance would not have covered our situation and we would have been out the money anyway.

Regardless, what is my ultimate concern is that you can keep people's money without providing them any kind of service. They made real money off of the three days we missed of our cruise and would have made more had we not showed up. Also, what makes it worse is when you encounter sour people with callous attitudes who put you on hold for minutes on end and respond flatly with the company line, "there's nothing I can do". If you're going to put me through a hassle, at least don't patronize me in the process. I am going to be vacationing for decades to come, and from what I hear, RC doesn't want you on their boat if you are going to complain about anything, so 'so long' Royal Caribbean! And you can bet, I've told this story to everyone I ran into who sails as well. Sorry to say.
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Posted by MDSasquatch on 2010-06-07:
I cruised on Royal Caribbean just last year and I can assure you, the boarding procedure is far from frenzied unless you wait until the last minute.

Simply put - no passport = no travel; I really don't fault RCL for this one, but I do feel sorry for the OP, this sucks.
Posted by Weedwhacked on 2010-06-07:
This was terrible, but let me give you some advice. Wallet, keys, cellphone, passport...ALWAYS in your pocket. Where was yours?
Posted by Skye on 2010-06-07:
When we travel, I usually keep things for my husband in my pocketbook, wallet, keys, etc.

I do feel for the OP also.
Posted by Anonymous on 2010-06-07:
MDS and Weedwhacked, BA.

Posted by goduke on 2010-06-07:
I'm not a cruiser (so to speak), but from a look at the facts on the surface, it appears that (1) the porter took a bag s/he wasn't supposed to take and (2) the cruise type folks said "no problem, we can get it back for you prior to the cruise," but failed to do so. Irrespective of whether the OP should have kept the passport on his person, it seems like the cruise line has a bit of culpability here.

BTW, Deanna, congrats on the engagement.
Posted by Anonymous on 2010-06-07:
That's pretty much the way I see it goduke.
Posted by Anonymous on 2010-06-07:
I'm unaware of how the porters (who, for the most part, don't work for the cruise line, BTW...I can't speak for every line) would be able to take my carry on. It wouldn't leave my person at any point, until I go through security.

Unless they grabbed it out of my hand, or I handed it to them.

As a matter of fact, I remember being asked quite clearly "Does this bag go?"

Posted by MDSasquatch on 2010-06-07:
Before we even set off for our cruise, we received a package in the mail from Royal Caribbean; this package contained everything we needed prior to getting on the ship, including luggage tags. The porters will not take any bag that is not tagged, this is just not how it works.

The turn-around time from the time one cruise ends and the next one begins is very short; I doubt that porters have time to go through thousands of bags trying to find a single bag. Even after the cruise began, it took hours for our bags to arrive at our room.

I flew to Puerto Rico for my cruise and I had to show a passport at the airport both going and coming; if the OP made it there without a passport and still salvaged most of her cruise, she should consider herself lucky. -- Just Saying.
Posted by Anonymous on 2010-06-07:
MDS + 10. Same here with Carnival and Princess.
Posted by Anonymous on 2010-06-07:
Cruising sounds too complicated. Yet another reason I'll never cruise.
Posted by MRM on 2010-06-07:
Stew, cruising is complicated? You're a complicated man yourself, so you shouldnt have any problems going on a cruise!
Posted by goduke on 2010-06-07:
Thanks for the helpful info, MDS.
Posted by goduke on 2010-06-07:
I don't think Stew is talking about cruising on a ship, MRM....
Posted by Anonymous on 2010-06-07:
Oh? Give us some insight, Goduke.
Posted by Anonymous on 2010-06-07:
Yeah, I was talking about cruising on a ship. Who want's a vacation full of rules and dealing with a bunch of yardbirds like the ones manning this RC cruise. That doesn't sound like something I'd want to do.
Posted by BEJ on 2010-06-07:
I keep all of our travel documents with me in my purse-- my husband's as well. Sorry you had such trouble.
Posted by saj80 on 2010-06-07:
My only question is this: what happened to your old fiance?
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Alaskan Disaster
Posted by Po'd blonde on 05/25/2010
Took my second Alaskan cruise on Rhaposody of the Sea May 7th. This will be the last time I ever board a cruise ship especially anything owned by Royal Caribbean. Pool deck was being repaired for at least 3 days, Power saws, caution tape the works. Not in the least relaxing. Every night prior to docking in port. Staff would assemble ramps, exit equipment etc. at midnight to approximately 1:30 am again not relaxing or conducive to sleep.

I contracted food poisoning which lasted a week. Sail with these guys again, STAY AWAY!!!!

Believe when anyone asks how my cruise was I tell them!!!

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Posted by Alain on 2010-05-26:
The work should have been done before the ship sailed.
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Can I Get Home - Not Easily You Can't
Posted by Pirate Paul on 01/22/2010
A group of us bought a cruise on Royal Caribbean thru a travel agency. Once having the cruise booked, it was time to air transportation, in this case to San Juan. OK, that's done. Now we need to get from the airport to the ship. Going a day early (it snows where we are) so we decided to deal with that when we got there...Next - what shore excursions are available and how do we book them - little problem, create an account with RC, pick your activities, pay with credit card, get confirmations. Neat. Now, how do we get from the ship to the airport when cruise ends. RC site says that if you book thru travel agent, call RC customer service to arrange transfers or you can buy them on board. Decide to get it done before the distractions of onboard life. So, call RC customer service. They say "call your travel agent". OK, we can spent a grand on their site arranging shore activities but can't buy a transfer to the airport (unless you happen to be on the ship, then its OK) We play their game. Call travel agent, provide airline itinerary, and the obligatory credit card info. They promise to arrange with RC. "its a done deal" (maybe)

Do an online check on the RC site of travel documents, it says nothing about shore transfers for two days. Check with credit card company and find RC took the money immediately when contacted by travel agent. Call RC and ask why transfer documents are not in our "guest vacation documents" on line. They tell me that's a problem for the travel agent, but don't worry "your on the manifest". I have visions of being on the pier in San Juan and saying to the bus driver "but Amanda told me I was on the manifest" Him saying "who is Amanda?". I insist that since RC took my money, they should be responsible for issuing a transfer voucher. After talking to a supervisor, they promise to do me a favor and deal with the travel agent for me. Later, they send a voucher to the person who booked the cruise who lives in another state. It took hours in several days to get done what should have been a simple few clicks on their website.

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Posted by Ben There on 2010-01-22:
Every cruise I have taken has been met by tons of taxis, and their rates were generally cheaper than the transfer especially if there are several of you sharing a taxi. You should wait till your departure date to see how many taxis are in the area and the cost. If you decide that you do not want to deal with a local taxi or the price is more expensive then book it on board.
Posted by Anonymous on 2010-01-22:
I agree with Ben. I've had to use that option once, and it wasn't expensive.

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The yellow Sea...Slept in urine on my birthday!
Posted by Snap01 on 01/15/2010
My fiancé and I thought we would celebrate my birthday with Royal. At first, we were going to book with a competitor. But then our travel agent suggested Royal Caribbean. Our first afternoon on the boat on my birthday we decided to take a nap. We slept very well for about 2 hours… in urine… because the staff had not changed the bedding. We only found this out after we retired for the evening at about 2am. We pulled the bedding off of the beds to push them together that evening. The bedding reeked of urine when we pulled the bedding off. We immediately reported this to management. We were then moved to a very cold room where the temperature could not be controlled. The following day we advised management of this issue. We were then moved to another room…smaller! Wow, three days into a five day cruise the issue was finally semi-resolved. I won’t bother to go into how hard it was to find a clean dish to eat on this cruise. But back to the urine… “The guest services manager M advised that it wasn’t his problem. He directed us to another guy who sent us back to M. This was the worse service that I had ever had. Well, to sum it all up, we were promised 20% compensation on our next cruise… to sleep in urine. We then complained to Associate Hotel Director. M then promised 30% compensation on the next cruise! Wow, would you sleep in urine for 30%… on the NEXT cruise? No takers? Well, we never saw the 30% in writting.

We then received a call a month later from a cruise line representative who left a message with us that gave a toll free number that led to… oh, nowhere to call them back! Wow! Never again will I cruise Royal… or any of their affiliates. Now I doubt that this is published to be read by potential customers who desire to know that truth about this cruise line, or their reputation for NOT addressing passenger issues
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Posted by Anonymous on 2010-01-15:
Firstly, you can't use personal names in reviews. Secondly, they moved you to probably what they had open at the time. Thirdly, they are offering to compensate you by giving you a pretty healthy discount but you keep saying you're gonna sleep in urine. Get over that part. It's disgusting but move on. Fourthly, you can't use personal names in reviews. Oh, I said that already.
Posted by Anonymous on 2010-01-15:
How disgusting! Either the maids didn't change the sheets, or they peed on them themselves. Either way, this is completely unacceptable. I don't care how many rooms they moved you to, the fact that they started you out with a pee bed is unacceptable.

The discount should have been for the trip you were on, not for a future trip. I'm sure they offer 30% off every now and then as it is. I guess they don't pee on you with those everyday discounts.
Posted by Anonymous on 2010-01-16:
you slept *very well* for two hours in urine. yet didn't notice the *reek* of urine until the bedding was pulled off later. I find that surprising.

is it possible one of you had an accident while napping?
Posted by Anonymous on 2010-01-16:
Ah, "Yellow River" by I.P. Freely...one of my favorite books.
Posted by Inat on 2010-01-16:
"Slept in urine on my birthday! " Hey, you're lucky. I have some creepy friends who PAY to do that...
Posted by Anonymous on 2010-01-16:
Frankly, I'm not buying this. On all the cruises I've ever been on, you are not even allowed in your cabin until all cleaning has been done. They even close off the whole area with big doors.

KJ, I was thinking the same thing.

LOL at Trixta!

Posted by Anonymous on 2010-01-16:
I'm with you on that point Marps, the story makes no sense.
Posted by jktshff1 on 2010-01-16:
Trix, hadn't heard that on in years!!! LOL!
Posted by Anonymous on 2010-01-16:
OP, you are basically saying that the previous guests made up the beds and cleaned the cabin to make it look like everything was up to par. Highly unlikely.

Posted by Anonymous on 2010-01-16:
Makes no sense at all.
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