Royal Caribbean Complaint - 'Why not' ignore the guest and make their stay unhappy.
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.