"Guests, We Really Don't Care Department"

We got to our Stateroom to find soaking wet carpets, musty odor, and air blowers

It was food.

OLD SHIP

Average performers, nothing compared to shows on Royal Carribbean

GUEST SERVICES DESERVES A 0. We had the most miserable time as our room was affected by a broken drain pipe and we were lied to and out off.

Old ship

We were greeted into our Junior Suites by 2 Air blowers (See photos) in an attempt to dry the soaking wet carpets in both couples staterooms (V2 and V4). As we were in adjacent staterooms it was evident that there must be a larger problem coming from the shared wall between our staterooms. We immediately called guest services who sent engineering to our rooms. Within 20 minutes, unsure to unpack or not as we weren't sure if Carnival would keep us in wet, musty, staterooms, 4 men in white suits, (cruise ship engineers) were in our rooms. The head engineer and his crew looked at both staterooms, went out on the balcony, got up on the railing, and ultimately regrouped in our room V4 to explain that they believed there was a broken drain pipe in the wall between our rooms that was the cause of the water and the head engineer told us, "hopefully it doesn’t rain on your cruise, we will just have to go ahead and fix this when your cruise returns to port because we have to open up the panels in the shared walls between the two staterooms.” As you can imagine, we were mortified and upset (and we had only been aboard the Inspiration for 1 hour or so). Please see included photos to see the extent of the work and why they should have never given these uninhabitable rooms to any guest. We immediately went to guest services where we were jerked around from the get go. Guest services proceeded to tell us that the carpets were only wet from the shampooing and that they would be dry within a few hours, this was FALSE. At about, 3PM we returned to guest services as the carpets were just as wet as they were at 1:30 PM and there was a terrible musty odor that got stinkier with each passing hour. Guest Services informed us that they needed to touch base with the Miami staff (where Carnival's Headquarters is located) so they could figure out a "solution." We were then asked to check back in with them later. After the Muster Drill at approximately 5:30 PM Sammi and Samantha went back to guest services as the odor was terrible and the carpets were still soaked. At Guest Services this time, After asking if we could be moved rooms, the girls were told that there were "no rooms available on this cruise ship" and that the onboard staff was still awaiting contact from the Miami office to determine a "fair compensation" (This was the second time we felt lied to by the Guest Services staff). We proceeded to go to dinner where Carnival sent a bottle of wine per couple - according to our Maitre D this was due to the delay in correspondence from Carnival's Miami staff. We were FORCED to sleep in UNFIT conditions, our stateroom still so wet that we had to walk around barefoot as we didn't have slippers because the carpet soaked through a pair of my socks. The fans were still blowing attempting to dry soaked carpets. Tuesday Morning, we awoke to the sight of Catalina, blower blowing, musty air stinking, and me sneezing and eyes watering. (I had to go get afrin and an allergy pill at a Catalina drug store because my nose was running like a faucet. Turned out I got a sinus infection, which my urgent care Dr. believes was from the damp musty air we were breathing in our first full day and night of this cruise. I ended up being prescribed Flonase a nasal spray to calm my nasal passages, Methylprednisolone (a steroid to treat inflamed airways), and Pro Air HFA an inhaler to treat bronchospasm). We immediately went down to Guest Services to find out what was going on as there was no way we could have stayed in those rooms under those conditions for the remainder of the cruise. We demanded Carnival place us in new rooms and LIKE MAGIC, they found 2 rooms to move us to V6 and V26 (Third time we felt lied to as we were explicitly told the night before there were no rooms to move us to. Hey Carnival, if you are going to even have a possibility of being able to move us, don't lie and tell us nothing is available. We were furious). To make matters worse, the supervisor onboard, Ana K. was in a meeting apparently too important to come out of to talk with us and we were asked by the guest services representative to come back to talk to Ana. After spending 20 minutes at Guest Services and missing our priority debarkation, we were told we must move all of our stuff right away to the new staterooms that MAGICALLY BECAME AVAILABLE. We then proceeded to re-pack and move to our new staterooms UPON OCCUPYING THE NEW ROOMS, THERE WAS A REMARKABLE DIFFERENCE IN SCENT, WHICH MADE IT EVIDENT V2 AND V4 HAD NO BUSINESS BEING INHABITED BY CRUISE GUESTS. We ended up missing out on about 2.5 hours of time we should have had at Catalina, but at least Carnival finally did the right thing and moved us. We went out and spent time on the Island and came back to no voicemails, letters, or anything from Guest Services. We then went back to Guest services where we were told we would have "another bottle of wine and 4 steakhouse selections as additional compensation is still under discussion" (this was very nice, but Samantha Z is a vegetarian and Louie wasn't drinking. We didn't even get through the bottle and corked it for the next night). We had not heard anything from Guest Services Wednesday, our Ensenada day or for the first half of Thursday a sea day until we went back to the Guest Services Counter thursday evening. After waiting for Ana to come out so we could find out what Carnival would be doing for us in terms of compensation, we were brushed off and dismissed by Ana K who told us " you are confused, we sent you steakhouse selections and wine bottles." At this point we were at a loss for words, disgusted with the LACK OF CUSTOMER SERVICE, and shocked by the way we were treated. Unfortunately, it got worse once we were off of the ship. We tried calling the Guest Care Department, which frankly should be renamed to the "Guests, We Really Don't Care Department" on Friday, but as they were on the east coast, we were too late by the time I got home from Urgent Care. So I immediately called in Monday morning, where I sat on hold for 14 minutes as the representative Idelmis was looking to connect me with a supervisor and then got disconnected. I tried calling back multiple times, but the hold time was ridiculous. I went to work sat down at my desk and Finally got through to a Dirkyra who was able to connect me to a supervisor, Charmaine. Charmaine instructed me to send in my letter to her attention where she would review and call me back the next day. SHE DIDN'T. By Wednesday I had to call back just to try and get to Charmaine, who eventually picked up my call after another lengthy hold time. Charmaine asked if she could call me Thursday as she would have final word from her supervisors. On Thursday AM she called me extremely early (Disregarding the fact that we were on the west coast) but thankfully I was awake. Charmaine explained that Carnival would offer us Roughly $280.00 future booking credit on Carnival only good for two years and that by offering me that she was already "going above and beyond." I told her we don't want that, we will never be cruising with Carnival again and that I would be speaking with Sammi as that is not good enough. Within the hour there was an email that stated they were glad to serve us and that our future booking credit was enclosed, which we had refused and apparently our file was now closed. Everytime, and I must have asked 5 times, I was told there was nobody above Charmaine to talk with, which isn't good enough. Sammi had tried calling January 21, the following Monday, but was informed Charmaine was out of the office and the rep would not give Sammi the name of a higher up supervisor. What is Carnival trying to hide? For a $47B company, they sure have no idea how to treat customers. Sammi tried calling again and spoke with a Myra on 1/22 who told Sammi that Charmaine was on the other line, but then later changed it to "charmaine is already out of the office as she leaves at 5." Finally, on Wednesday the 23rd Sammi was informed our file was closed by Charmaine, who stated that I had accepted the credit (4th time carnival lied) and proceeded to tell Sammi there was nothing else to be done and nobody above her to speak with. This was the final straw as we are sick of being put off by Carnival. On Saturday January 19, we wrote letters to the Carnival media team, CEO, Chair Person, and CCO. Needless to say, their C suite is just as unresponsive as their Guest Care department, we have heard nothing. We had a miserable time and it only got worse as Carnival mishandled our situation, put us off, and was untruthful. Louie, Sammi, and Samantha had to get time off of work, and I missed some important health care meetings just so we could take the time off to vacation, but we were ultimately robbed of that. We don't believe that with all of our aggravation (on and off the ship) and 2 out of 4 of our vacation days being ruined that a couple of bottles of wine and steak is compensation. We believe that Carnival needs to make this right.

Couldn't have been happier to get off this ship!