April 2015 - 7 Night Western Caribbean (Galveston Roundtrip) Cruise on Navigator of the Seas
Fun But Totally Inconsistent
The Cruise entertainment was good but the other experiences w/the cruise were no good at all!!!! Guest services was no help at all! Gillian had absolutely no response 2 questions we had and no empathy or apology or anything when we told her of how bad an experience we were having. We tried several times 2 get signed up 4 shore excursions thru Royal Caribbean and were not successful. We ended up going thru another outside agency 4 them b/c Royal just didn't have it together. We tried 2 get tickets 4 the ice show as well as get the Make a Wish tshirts and were told guest services had them so we made a special trip to deck 5 to get them and Gillian just had 1 response 4 us-"not here". She couldn't tell us where to get them or how 2 get them and wasn't apologetic at all about the misinformation. It seemed like every time we needed an answer we couldn't rely on guest services 4 answers. We ended up asking our room steward - Christian who seemed 2 know and was awesome!
It was my mother and I on the cruise and the process 4 boarding the ship was horrific!!!! We arrived at approx 9am and didn't get on board til almost 230pm. This was due to the lack of help at the terminal. We had pre-booked a wheelchair 4 assistance in boarding and deboarding it took over 3 hrs of waiting 2 get one 4 boarding. The deboarding process wasn't the greatest either. There was absolutely no organization whatsoever 4 who gets the next wheelchair or who's next in line for a long time. Every1 was just told 2 wait on the benches til 1 was available. People were constantly fighting over who was next 2 get a wheelchair til FINALLY a worker, Sandra, decided 2 write down names and do a list. Even after that some people were coming up and demanding 2 b next b/c they were DIAMONDS and every1 else could just con't 2 wait. It was horrible!!!! Especially since this particular cruise was suppose 2 be a SENIORS cruise. They should've been prepared 4 tons of people needing assistance. The deboarding process had us waiting from 830a (when we had 2 be out of our staterooms) til 1030a to deboard the ship. In the process guest services called us b/c they didn't have records we were getting wheelchair asst so they thought we were still having fun onboard when we were waiting 4 asst 2 deboard the ship.
We went to the shopping talk on the 1st day at sea and we asked the hosts when we came in if we needed to try and sit down front b/c we knew they'd be giving out freebies and we were told "No, don't worry about it b/c Adam will make sure 2 include the handicap section when giving freebies ote". ^That didn't happen AT ALL! None of the handicap were included and in fact unless u were sitting on the first 2 rows u didn't stand a chance at getting anything!!! There were door prizes as well but only 2 and they went 2 people at the front as well. We feel that it could've been done better so every1 had a fair shot.
The photo staff acted like it was a hassle 2 take pictures which was their jobs. The males rolled their eyes at us but eventually did take pics. When we exited the boat at the different locations the photographers weren't even trying 2 get people 2 take pics with the exception of the pirate who was great(in Falmouth, Jamaica). Also, at all 3 ports - Falmouth, Jamaica; Grand Cayman; and Cozumel the set up 4 pics was pretty much the same - a lifesaver ring w/writing on it and u on a pedestal.
The photo staff had serious issues w/their new facial recognition equipment and software as well as their computer checkout eqpt. We had 2 formal nights onboard and the 1st 1 our pics didn't get put w/our profile or room #. Our pics ended up on other people who were at our table and the photo staff couldn't put them on our profile. They tried and failed every day til the last day of the cruise when we wanted 2 purchase pics and they still couldn't get it together. 2 1/2 hrs after closing at 1130p we were still waiting 4 them 2 decide how 2 get us our photos 4 $120 package. After trying several things the photo guy decided he would burn us a disc and we could take it with us. It was suppose 2 have all the pics we wanted on it = it only had 1. I am still dealing with the photo people 2 try and get my pics b/c they don't want 2 credit me 4 pics.
Oh yeah, and the photos ended up costing $125 total instead of $120 like we thought, which was a shock b/c in very tiny print they charge an extra $5 for discs. Instead of just telling u upfront they charge extra 4 discs they try 2 hide the fact so u r shocked at checkout and the photo staff have 2 explain it 2 u. Very poor customer service! Either $120 for 8 pics on disc or $20 a shot plus all their hidden fees. They should be honest and up front w/their customers.
Room service - very inconsistent. Time frames quoted weren't followed, food served ended up being cold, beverages were watered down, hot, or no good at all. When told they did try 2 correct it but mostly just not very good service overall! We were quoted 45 min and it took almost 2 hrs 2 get a personal pizza, french fries, hamburger, 2 desserts, and 3 lemonades. Another time we tried room service we ordered 2 bananas and 2 lemonades. I ordered at 11:20p and was told 15 min and didn't receive the order until 1:50a. I called several times and just got lots of excuses like he's on his way, we just changed staff - what did u order?, u should get it w/i 15 more min, that should've already been delivered, etc. It was pathetic!
Formal Dining Area - we were sat at 1 table the 1st night and the waiter and his assistant Natalia couldn't get it together and they were not communicating at all!!! U could tell there was a lot of friction. They didn't get our orders right and when we did finally get what we ordered the food wasn't at the right temperature and we had 2 request the food be taken back and redone at the correct temps. desserts got messed up as well. Natalia went 2 other tables 4 rolls and drinks but never came 2 ours. Our waiter looked like he was working more than his area and he was hard 2 find. I had 2 ask 4 a drink b/c they didn't even get 2 us w/water b/f we got food. We were finally offered bread but that was after our dessert arrived..not the right time 4 bread and rolls! We did eventually get our water and food but it was like pulling teeth! The second night was even worse. A couple at our table 1st night ordered drinks from the bar and barely got them by the time dessert came...the bill was messed up 4 their drinks and it happened the second night as well.
We felt like we were being shuffled around every other night in the formal dining room b/c we kept being asked 2 move 2 another table 4 1 REASON OR ANOTHER. WE FELT LIKE WE WERE ON A CRUISE WHERE EVERY1 WAS IN TRAINING AND NO1 REALLY HAD ANSWERS 2 OUR QUESTIONS OR KNEW HOW 2 HANDLE ISSUES WHEN THEY CAME UP! Very poor service from guest services to photo dept to the dining hall staff.
Shops - There were several sales onboard which were good however, if u were a plus size person the staff didn't want 2 service u unless u made a big deal of being in their face. This happened in 6 different places where there were sales onboard. The staff was prejudiced towards handicapped, elderly, or plus size people. It was just bad service all together.
Pluses - The room steward - Christian - was awesome! He was a big help all the time. We would come back 2 our room w/various different towel animals like bunnies, pigs, monkey, duck, @ bull dog on our bed or hanging from the roof.
Cafe Promenade always had fresh and very good food and drink choices that differed each day.
The entertainment was great! Comedians, circus acts, singers like Jerome Bell and Whitney from America's Got Talent, as well as the Ice Dancin Show. Lots of scheduled things 2 do 4 young and old from casino to Bingo to Line Dancing to lectures or art auctions and various different games and karoke. U could definitely stay very busy no matter the weather. The kid's place had arcades, WII contests etc... and there was the SPA as well if u needed to rejuvenate.