August 2016 - Grandeur of the Seas to Bermuda
This was my first cruise. We arrived Saturday August 27, 2016. My husband and I were on the 3rd level. Our room looked great. We got settled. After rinsing off in the shower, I got out and the bathroom floor was dry but stepped out into our room and my feet were soaked in water.
We told our Cabin Stewart and he had several people check out as to why the cabin floor was so wet/soaked. No water soaked the bathroom floor. They put an industrial fan in our room to dry the carpet. It was full of dust and it was so loud, I couldn't hear the knock of our Stewart. When he walked in our room, he asked if everything was ok. I asked him to take the fan out as soon as he could because the dust was so bad that my sinuses acted up. When we got back from our dinner, the fan was there and the carpet was fairly dry. We set the fan outside the cabin for pickup. We settled in for the night around 11:00pm. After my husband had flushed the toilet, he stepped out onto the carpet and it was soaked again. Now we know it was not only the shower but the toilet as well that flooded our carpet.
The next two days were miserable. We couldn't get ready without having to step through water and put our shoes on in the hallway outside our cabin door. By Sunday we had talked to so many people about our room. We had to stay in our room because they kept sending people to look at it but nothing was fixed. It was very upsetting to lose almost two days of the cruise due to this issue. My husband spoke to customer service so many times. My husband finally said this is enough! Now we know it is toilet water and that we need to get this fixed. I was in tears. We were stuck in that room. The Customer service kept saying there was nothing they could do. The Group Customer Service lady was upset at my husband getting upset. We tried to explain how we didn't want to be this upset. We try to make the best of the situation but when we use the shower or toilet and we have to walk through toilet water, it's not an enjoyable cruise. Finally she offered to have us sleep on the 4th floor but keep all of our stuff in the cabin on the 3rd floor that was unsafe! I use a cane and have a hard enough time. The ship was booked and they couldn't put us in a different cabin. So we were told. Finally after an hour and a half, they gave me a wheelchair because they were sending us to the second floor. The cabin was halfway down the hall and not near an elevator like we had booked. This took most of the day on Sunday. So two days of enjoying the ship was down the drain.
Everyone was nice & apologetic. But unfortunately after two days we felt there was no concern. We wanted results not apologies.
It felt like my husband and I had been through the ringer. We felt there was no great concern & not important enough from the staff. Monday we arrived in Bermuda.
This trip was our one vacation for the year. Our whole family booked this cruise because of Royal Caribbean's reputation for customer service. We did not find this to be the case.