February 2014 - Freedom of the Seas to Caribbean - Western
Our cruise was a fabulous cruise with exquisite food, wonderful dining room & state room service. We enjoyed the activities on the ship including the wave rider in the back of the ship. Learned to stand up surf & boogie board for the 1st time. Not bad for a 61 year old. Had the time of my life. Enjoyed meeting so many wonderful people from all over the world. Especially enjoyed a young couple from London, England & hope to visit them some day & they to come to our home in Minnesota.
The music & entertainment was superb!! The ice skating show was also a highlight of our trip. The shopping on board was fabulous & the spa & medical team were fantastic.
The only negative experience we had was with the guest services department. And it wasn't with the clerks at the counter, but with the supervisor. We had signed up for a data package on the cruise & either our phone of the ships software in connecting us was a great difficulty. We had an internet data bill of over $700. $713.99 to be exact. We contacted guest services & they said that a supervisor would call us to help with this situation. She never called & the clerk that helped us called our room & said she wasn't able to be found. Said to come to guest services the next morning & try to resolve with a different supervisor. This we did at 8:00 the next morning when we were departing the ship. We were told the supervisor could only reduce our data bill by $300.00. We had signed up for a $49.95 package & it kept on charging us even when we were off the ship on excursions & doing the normal activities on the ship. We tried to show these to guest services. The clerks understood but their hands were tied by what the supervisor decided.
It is inexcusible that a supervisor of guest services would be unavailable the last night of a cruise when guests are trying to resolve any issues on their bills. I was very dissapointed with how this was handled.
My husband just retired the 1st of the year & we would like to do more traveling. This is the 1st time we have sailed with Royal Caribbean. We were extremely satisfied except for this experience with guest services. We spent on our cruise $503.00 on excursions, $190.22 on wine & drinks, $980.05 on gifts & clothing, & $1,702.64 at the spa. I don't think we are the kind of customers you want to be disallusioned with Royal Caribbean!
We hope this review will get some kind of response & that appropriate measures would be taken with the guest services supervisor that was in charge the last night of the cruise. We sailed Feb 16 - 23rd, 2014. Thank you!
John & Susan Halvorson