Carnival Cruise Line Complaint - My vacation was terrible
I had the opportunity to cruise on your cruise line, specifically, Fascination August 20th, 2007 through August 24, 2007. I am writing this letter to express to your company how dissatisfied I was in the operation of the trip and the level of disappointment I felt for the duration of the entire cruise. First, let me explain by saying that Carnival came highly recommended by several. I have cruised with other cruise lines and was satisfied. I felt no need to steer to another cruise line however; I was told that Carnival would be so much more suitable for me, my friends and our children. This could not have been further from the truth.
Let me say that the lack of customer service from some of the staff, the lack of time schedule and lack of communication from crew staff members was absolutely ridiculous and obvious. Due to the mentioned above, I was extremely inconvenienced and just simply could not relax and enjoy my vacation. Correct me if I am wrong with the common assumption of choosing a cruise over a resort is to experience a well organized, diverse environment, with the opportunity to visit multiple locations and to indulge in the food and superb customer service.
I received phenomenal customer service from 2 staff members the entire time of my cruise, they were Jaime and Gener. The purser’s desk, the Lido staff, the bartenders (behind the bars), Camp Carnival employees and even the photographers-were all less than desirable. Not one or two employees but EVERYONE that I spoke to. I did write this on my comment card prior to leaving the ship noting my unhappiness and that this letter will be short behind. I am a very friendly person and can make friends with perfect strangers but a simple smile, hello, thank you or I apologize would have been appreciated. I would ask a question and get a yes or no answer. I spoke to several people while on the cruise and made new friends and they too complained. It was all about getting money from your customers. The slip was signed and that was it. No thank you-nothing. I felt like your employees were in the mind frame of -get the money and jump to the next money, get that money and rush to the next dollar. My pictures didn’t even come out right, the ones that were $23.00 a sheet because she was in such a rush to get to the next paying customers.
My 6 yr old son and friends’ 6 yr old son loved the Camp Carnival themselves however; I just was not satisfied. I was actually excited that they liked it due to the fact that the people were rude, I refused to drop him off or they were not open when scheduled. One day we even waited 45 minutes for the camp to open along with 5 other mothers. This specific day I used the phone next to camp and explained the situation to the information desk and they responded “No ma’am, they are open” indicating I was lying. I explained back to her, “Yes I know they were supposed to be open 45 minutes ago, however, you can join me and the other 5 families that are here waiting for the camp to open” I can only assume they called a staff member because 5 minutes later they showed up and opened the door/camp and turned on the lights and let the children in. Yet another time we made a schedule to watch an hour show without the children and scheduled accordingly and we STILL could not relax and enjoy it. Yet again, they opened 15 mins late, thus making us 20 minutes late to the show we wanted to enjoy. Once we arrived late-we could not find a seat. If we wanted to even sneak a peak of the show we would have to stand in the aisles and between the stairs. Something everyone else was doing, which did not seem safe. Not to mention the fact that this was obstructing views of the people already sitting. We were forced to leave and miss the show completely, frustrated we just walk around for a little bit & picked the kids up from camp.
I hope you can see the pattern of more stress than relaxation on my vacation caused by your organization. Your staff did nothing about the extreme overcrowding. Instead, not to my surprise they were more focused on selling drinks. It was impossible to see, move or even begin to enjoy the show. I’m sure there was some type of fire code violation and hazard. Now that we are speaking about the time schedule I feel it necessary to mention the at least ½ hour late safety drill when we first arrived. Even better, one particular night at the 8 o’clock seating, we were not done being served dessert until approx 10:40pm. Of course, Gener apologized, & explained the line was really long in the back and they were behind schedule. We got our food over an hour after we ordered it. He was very pleasant and he is the only reason I didn’t cause a scene. Needless to say my 6 year old son did not get done eating until 11:00 pm. Unacceptable! On average we waiting 40-45 minutes for our food from the time we ordered it. Another night we had to wait in front of the closed dining room for 20 minutes before we were even seated. Nevertheless, one more blatant disregard to the time schedule.
Lack of communication, I received fliers about fees that we were never told about-SUPRISE, I received fliers about how much tips were, I received fliers about where I could spend my money, I received fliers about schedules but never once was I told or did I receive a flier about the mandatory required ID to board and disembark the boat. Instead, I found out, along with the rest of the line, when we were leaving to get off the boat. All the passengers had to turn around and make a trip back to the room and get our picture ID. We took pictures for our sail and sign card-why is that not enough for Carnival? I understand customs may require it but the actual ship? Not to mention the fact that we had to carry our sail and sign card, our key to our room, our soda card and ID. I will remind you, I have cruised with other companies and this was the most inconvenient by far.
The pool area was over turned by the unruly children of the boat. All 4 days they were in both hot tubs and main pools. All 4 days parents were NEVER present. The so called “adults only” hot tub was full of a minimum of 6 kids at a time. The hot tub water was brown from their filth. Pure disgust. These disrespectful children took over this entire area and the only time Carnival got involved is when an actual fist fight broke loose!! Even THEN they still came right back 10 minutes later. The day to day operations of this vessel are not in place or your employees simply do not care about the well being and respect of their customers. These children were using foul language, splashing, sliding along the arm rests, cutting in front of everyone to get to the slide, pushing, spitting, and leaving their trash. Your staff did nothing. Other parents and adults had to do step in and yell at them because you’re so called security and staff did not but to no avail. No enforcement of rules by Carnival-what so ever-so why would they listen to strangers. I do not even understand why you bothered explaining what is expected from your guests. Nothing can be expected if nothing is monitored or enforced. AGAIN, I could not relax on my vacation. I wasn’t even comfortable in this area. My son and his friend were forced to play in the 1 foot baby pool. UNACCEPTABLE!
Last but not least, the main elevators were not in working order all 4 days. No flier of apology was received for that, BUT there is a sale in the jewelry store tonight….
The other working elevators were so slam packed it was more time consuming to use the stairs. One to two of the four elevators were “temporarily down” for luggage or other random reasons at least once a day. Honestly, I could go on about other incidents but this letter would be 4 pages long, I think you get the hint. I did not relax or enjoy my vacation and I hold Carnival 100% accountable.
I can only hope this is not common practice for Carnival but I will not recommend this cruise line to anyone. In fact, I will go out of my way to strongly recommend against it. I have no plans to give a dime to your company again. I truly hope this was a one time occasion but I just could not bare another wasted vacation as this one was. You can keep your unappreciative and impertinent customers who do not mind to be mistreated but I am not one of them. I work too hard for my vacation time and leisure money….I expected more than the low class, poorly executed operation I unfortunately endured. Utter disappointment.