Horrible experience with MSC

My wife and I were very excited about booking our first cruise November 21, 2017 on board the MSC Divina scheduled to sail on January 3, 2018.

Within 2 days of our booking, my wife received a price change notification of $100.00 less than what we paid for each ticket. I subsequently reached out to MSC customer service and had the pleasure of speaking with a very kind customer service representative. She was very understanding and after my waiting on the phone for a few minutes, she returned and offered me a shipboard credit and a suite upgrade. This was very nice and very much appreciated.

As requested, I patiently waited for a response. After no response for almost 2 weeks to my initial conversation, and NO response to subsequent emails any longer, (I did receive 3 emails acknowledging that they were STILL checking availability), I reached out to her manager. None of my attempts was replied to and no emails bounced back undelivered. Not very professional.

This was very upsetting, and I finally realized they were leading me on with NO intention of upgrading me to a suite. Hard to understand why they would have offered an upgrade. The lack of respect, lies and deceit is extremely unprofessional of MSC Cruises.

I went to their corporate office in Ft. Lauderdale with a letter addressed to the President and to their CEO. I received a phone call the next day with apologies and more promises. I requested an email confirming our conversation which was NEVER received.

I indicated that “If you don’t hear from new customers like myself about the poor experiences from your employees, how would you ever know what is happening. How could you possibly hope to build MSC Cruises within the American market when you have employees mistreating, misleading and deceiving new customers like myself”.

After another 2 weeks, I once again visited their corporate office and asked to speak to a senior representative. Although I’m disabled, I was literally forced to wait for almost 2 hours in their reception area for a senior manager to meet with me. Finally, after I asked the receptionist to advise the person I was waiting for, he met with me. But only I asked for help. This proved to be a complete waste of time as the disrespect continued.

I was always patient and completely respectful during this unfortunate incident.



Actually, a nice ship. Unfortunately based on the experience with their corporate staff, our expectation and excitement about this cruise was less than great. Not a good way to start a cruise.

IN OUR OPINION, The food in the buffet and dining room is completely tasteless. The food isn’t fit for dogs to eat. How they could possibly expect humans to consume it. The buffet was a complete nightmare every time we used it. The specialty restaurants aren’t bad. In fact, the steak we had in the specialty restaurant was among the best we had ever eaten. Unfortunately, the atmosphere in these restaurants was very bad.

Our dining room waiter was great. We had heard stories from other passengers indicating their waiters were terrible.

The cabins were typical. However, our balcony cabin was filthy. The safe was locked by the previous passengers. Instead of our steward making the necessary arrangements to have it opened, we were forced to wait in a line at the customer service area for 45 minutes to obtain a code.

Entertainment is questionable. There are no comedy acts. No magicians etc. Numerous bars have singers that you can barely understand. The music was sooo loud, you could barely hear the singer that could hardly be understood. The entertainment staff worked hard to try to make your cruise a fun one. Many different poolside games and quizzes. Like, what is the cost of the many different cocktails. Or, what is the cost of all the individual items available in the stores. REALLY????

However, in our opinion, the main shows in the absolutely beautiful theatre were spectacular.

For us, we’re avid cruisers and the fact that we were on a ship was great. We tried to forget about ALL the negative stuff. As another passenger said, “you get what you pay for”.

All the ports were wonderful, and we did many excursions that were different than anything we had done before.

WE WON’T BE CRUISING MSC AGAIN ANYTIME SOON. They simply don’t deserve our business.

They really need to work hard to break into the American market if that’s actually what they’re trying to do.

N & N

3 Answers

Wait- for a $100 price drop you went through all that and basically ruined your whole cruise?? why did you visit their offices TWICE for something so small. It seems to me you made a mountain out of a molehill.

Sorry to hear that you had such difficulty before the cruise.

Perhaps your credit card company could have provided assistance dealing with the price reduction?

Did you ever end up with an upgrade or credit?

Pam and I sailed the Divina last June with six of my extended family and had a magnificent time. We thought the cabins, food, and service were all excellent. We all felt that the shows were among the best we’ve seen at sea and preferred them to the usual comedians, jugglers, and magicians on other lines.

We had some issues and reservation alterations prior to our cruising but our MSC cruise consultant handled them each for us within a few days of our requests.

We enjoyed the Divina so much that we are booked on the MSC Seaside this September.

You’re showing your age.

Montclair State College (MSC ) is now Montclair State University.

sorry you had a bad experience. There are plenty of other NJ area colleges you can look into.

‘William Paterson, Drew, NJIT, Stevens, Seton Hall, just to name a few.

Hope you find a place that suits you.


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