Sorry you had a bad time with RCCL and the Serenade. We have sailed RCCL three times and all have been no less than average. You wrote that you wrote to RCCL about your experience. Did you write an actual letter or use their "Contact Us" link on their site? I have always mailed a review to the cruise line post cruise as opposed to using the lines "Contact Us" link. If you did write a letter to RCCL and mailed it, just be aware it can take about 90 days to receive a proper written reply from them.