TLDR: Carnival proves they are the Spirit Airlines of the seas but worse.
In December we had a week-long Carnival cruise where some money was stolen from our cabin by the cleaning crew. I’m mad at myself for not having properly secured our property in the safe. But what really infuriated me was how security and supervisors treated us afterwards.
First of all, security refused to even begin a claims report until we consented to a full search of our cabin. After we reluctantly agreed, a complete search of our room including safe, drawers, closets, clothes, underwear, luggage, backpack, pockets, and wallet with interrogation lasted for two hours. It was clear security was more interested in trying to find contraband in our room so they could ‘bust us’ rather than finding our stolen property.
Secondly, security conversed to each other in foreign language even though all present proved they spoke English well when talking to us. They treated us as suspects and when they failed to find our money (i.e. contraband) or anything else that interested them, they then accused us of spending our money in the casino and not remembering.
Finally, a steward manager eventually made their way into our room and was present with security. We were informed that our cleaning crew would not be entering our room again and they would be swapped out for different staff. The next morning, no changes had been made and the thieving staff members thought they were going to enter our room again. This insult resulted in having to wait in line at guest services to complain when this should have been handled by the supervisor in our room the night before like they said they would.
In the end, we were never allowed to see our case documents created by the security staff (if they even existed). Carnival wanted to keep those hidden. Meanwhile, we were repeatedly informed that their staff are “not allowed to remove guest possessions from the rooms.” Carnival also said they would write us a ‘final letter.’ Apparently, they couldn’t be bothered.