Royal Caribbean Complaint - Unpleasereable experience and poor customer service
MIAMI, FLORIDA -- This is an actual letter I wrote to royal caribbean. The cruise company unfortunatly told me to expect no compensation and could only toss out an "I'm Sorry"
To Whom It May Concern:
I would like to forward another of my unheard concerns to RCI. I set sail along with my family on the Royal Caribbean’s Sovereign of the Seas on October 29, 2007. I have made three separate complaints on different occasions with no one at all returning my calls or letters. The first of the complaints was on the ship at the purser’s desk and also the questionnaire before disembarking. The next complaint was emailed to the company in November 2007 after returning home and this is my final attempt. I have sailed on other cruise ships in the past and have been more than happy with the services, food, and accommodations of others. I was not so impressed with that of the Sovereign of the Seas after being highly recommended by my parents who were guests in the past. We found that the boat was due for retirement within a few weeks with only a few sailing dates remaining.
Upon arriving to the Port Canaveral everyone had to wait in their vehicles for hours. We were shuffled into a parking lot to wait. We arrived at the Port at 11am and boarded the boat after 4pm. immediately upon boarding the ship we were sent to the muster drill. Our friends who were sailing with us were then reprimanded for being late to the muster drill even though it was the fault of the cruise line for the lateness. The process was horrible. The situation went down hill from there.
We were all aware that there was a hurricane threatening the path to the Bahamas and it could prove to be an issue. After setting sail we were informed that the path was still one that was heading to the Bahamas and should arrive early morning by 10am and that the order of our stops would be reversed. After waking up the next morning many people on the boat headed to the top of the boat and waited to see land. At 11am the Captain finally made an announcement that the boat was not going to be able to safely arrive in the Bahamas and a destination was unknown, he made this announcement and hour after we were supposed to have been in port. So we made our way around the ship and enjoyed some of the amenities. The Captain then made an announcement that we were going to Key West, FL and would be there the next morning and leaving the port at 6pm. We were stunned to say the least. All this way and all this money and we end up on a cruise to no where. If we had wanted to go to Key West we would have driven to the island from the port – it would have taken less time. When planning the cruise it was to be planned for two destinations. I know that it is not the fault of the Cruise line for the hurricane and the path that we had to take. I was not aware that there was only one port in all of the Caribbean that we could pull into other than the Bahamas we should have been made aware of this when we purchased our tickets. It was not that much fun being trapped at sea for two days of our voyage on a tossing sea vessel maneuvering a major storm when we could have pulled into a port or at least been kept up to date.
The dinners in the dining room were very sub-par compared to other cruise lines. The food was usually cold with little flavor. Our party usually had to order multiple items to find something on the menu worth eating.. The steaks were the poorest cut of meat and never cooked to order. Desserts rarely appeared to be what one ordered nor did they taste good. The only positive dining experience the group had was the chocolate party. There were many things to choose from at the party and the desserts were very good. The show was great at the chocolate party and the food was displayed in a very appealing manner. It really was a very beautiful evening. During dinner our waiter was very eager to make our dinner a more enjoyable one; if the food did not meet our approval he would bring us something else. The cocktails and wine were there immediately when we ordered them and our sodas were always there waiting on us.
The final day on the cruise seemed to be the most unhappy of all. The pools were all completely drained. This left people standing around wondering what there was to do. On the deck most of the day was usually games held out and around the pool. But how can one enjoy the pool when they are closed. The only thing anyone could do was attend an art auction or gamble. I am not one to gamble nor did I come aboard a cruise line to purchase art. Many people on board became very aggravated and agitated since there was nothing to do and no compassion towards the people on board. I feel that this cruise line handled this situation poorly. This was the first time I went to speak my complaints to the Purser’s Desk. I was told that they would take my information and forward it to the main office in Miami and someone would contact me. Upon disembarking I filled out the survey and questionnaire and also requested again that someone please contact me. Generally speaking the service on board however was very good. The waiters and cabin stewards had very proper manners. The gentleman that took care of our cabin didn’t miss a touch! The boat was kept very clean and the beds were very comfortable. I however am very upset with the professional staff at Royal Caribbean International. After several attempts trying to contact customer service about my issues, leaving voice mails, emails, and also the survey completed aboard the ship. No one has attempted to contact me in regards to my unhappy stay aboard the Sovereign of the Seas. I am currently planning another cruise in the very near future. I however am not sure that it will be with Royal Caribbean international. I was treated very well on a Carnival Cruise Line in March of 2007. There were no complaints and the food was a mark above the standard of most food on cruise lines. Every evening at dinner we looked forward to our time in the dining room and the creations that were brought out. My family actually purchased cook books with the featured recipes from Carnival. I would like to extend the offer to Royal Caribbean cruise lines to help make a future trip more appealing to me and my guest aboard another boat. I am a police officer and work very hard saving my money to afford a vacation. A cruise is a very special treat for me and my family and takes a long time to be able to afford such a vacation. I am going to be cruising with a company in the next few months. I would like to think someone from the customer service would wish to change my negative thoughts about Royal Caribbean International. I would like to hear something from customer service about my unpleasureable vacation aboard the Sovereign of the Seas.