Unbelievable!

Cruises: 7+ cruises

Review: 1

Helpful Votes: 5

Review summary

This trip was planned before the pandemic. I wanted to take my mom, dad, and mother-in-law on their first cruise. During the pandemic, my faither died. When cruises opened back up, we decided to take the cruise on the anniversary of this death. I rebooked on the Carnival Conquest. I have been cruising since 2002, but I never purchased an excursion. After extensive research, I choose this one because of the elderly with us and my husband’s recent surgery. When we arrived at the port in Cozumel, we were all suffering from motion sickness. We weren’t going to go at first and I spoke to quest services to find out if there would be a refund. I was told there wouldn’t be one for not going. We were thirty minutes late but walked a distance to where we met our tour guide CG. He told us “No worries and I will make sure you get your thirty minutes back.” We were told it would be a short walk to our van; that was not the case. Upon arriving, we were all tired and dehydrated. Contrary to what the description of the tour states, there was no water. When this was mentioned, they took us to a store to buy some. After tapping away on his phone, CG told us he would pay for the water and Carnival would reimburse him. We were asked where we wanted to go, and CG made suggestions. When we got on the road, my sickness got worse, though the others were looking better. We made it to the beach, and I was visibly ill. We didn’t want to separate, so CG suggested we discontinue the tour. “You should go back; I will tell them what happened. You can get part of your money back. No worries, no worries,” was CG’s statement to us. He had my husband sign a form, but I was too ill to look over them and didn’t notice that my husband wasn’t given a copy. After resting up on the ship, I contacted guest services. I was told nothing could be done and to talk to the manager of shore excursions the next day. When I spoke to him, I was told nothing could be done until they heard back from the excursion company. I asked about the form my husband completed and was told no form was received. I later received a call stating that the company denied my partial refund request. They stated that I had become ill in the van, and it had to be cleaned among other charges. If I wanted to dispute it contact Carnival Customer service. I called customer service and was told to email quest care. A month later, I got an email from Alexndra Voutsis requesting the last four digits of my credit card used for my sail and sign account. I sent the information but informed her that I used a different credit card for my excursion purchase prior to the cruise and sent that number as well. A month after that, I received an email from Tiffany Brown dismissing everything. It was a standard message denying my refund request using the same lines that quest services did on the ship. I no longer will cruise with Carnival. It’s a shame because our next cruise was gong to be to Hawaii with ten other family members. I feel very disvalued as a customer of Carnival and the company they worked with for the excursion.

Embarkation

Ship experiences

Food and Dining

Onboard Activities

Entertainment

Service and Staff

Ship Quality

Cabin / Stateroom

Ports of call

Miami, Florida

Key West, Florida

Cozumel, Mexico

Disembarkation

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