Hello Ms. Heldewier and Alan Enge,
I am writing you a follow-up email regarding the recent cruise from 12/16/19 thru 12/20/19. As I have written you of my concerns, below in the previous emails sent. This was a birthday celebration for my son. Unfortunately, what I had hoped to be a wonderful experience for the both of us, especially for my son, turned out to be a big disappointment. Granted, this was my son's first cruise ever taken, he was unaware of what to expect In other words, I knew what to expect, especially when everything was pre-planned. This was my second cruise with Carnival, my first cruise was on Royal Caribbean. The following is a turn of events that took place:
Day 1:
After boarding the ship, we had to wait 45 minutes until we were able to go to the cabin. Since we had to wait, I had my son wait near by with our belongings (I did'nt want him to know about the birthday surprise that was pre-arranged with the travel agent) while I went to guest services and spoke to Michelle. First, I wanted to make sure we had the $25.00 for each traveler vouchers that were provided by the travel agency I booked the trip with. Secondly, I wanted to confirm the birthday celebration and fine dining was scheduled. When Michelle asked was this a special occasion, I informed her this was already pre-arranged thru the travel agency. I explained to her the purpose of the trip (the loss of my oldest son as well as my youngest son's birthday) She was very empathetic and provided sympathy for our loss as well as offering to do her best to make sure the birthday celebration goes without a hitch. She confirmed my request for a twin bed set-up in the room, birthday decoration, and extra's to make the birthday celebration extra special. She made a 7:30 pm dining time for Tuesday 12/17/19. She stated she was sending an email (I was unclear as to who she was sending the email to but I could only assume to alert the other departments involved). She provided me a business card with her name and asked if I needed anything to not hesitate to call, she will be happy to help. My son and I was able to make our way to the cabin. Unfortunately, the room was not set up as expected. I called guest services to report it. My son and I unpacked and left the cabin to venture out into the ship. When we returned later that night, the room was set-up.
Day 2:
We noticed a smell of a skunk in the room and sewage smell in the hall. My son and I reported to Gloria (housekeeper). She said she didn't know, but will report it. We spent the day exploring the ship taking pics, etc.. We returned to the cabin in time to prepare for the 7:30 prearranged dining. Upon arriving to the second floor of the dining room, I went to the hostess desk to let her know of our 7:30 dining time. She stated we had open dining. I asked to please check the notes for special arrangement made. She said there were no notes but that we will be seated. We were taken to the first floor dining. There was a table behind my son who was just finishing up there dinner. There was no-one behind me. Both tables had guests seated, beverage served before we received any service (20 minutes had passed). Finally, we get serviced and orders were taken. By the time we received our desert, tables behind us both were done and left. All the while we were there, we noticed all the celebrations that were going on. Needless to say, I did not want to lead on there was something that was suppose to take place, unfortunately, did not. We returned to the cabin to find no waters were available. After many attempts to call housekeeping, with no success I called guest services. No answer on both extensions. I went to guest services to request bottled water. April, he desk clerk, was not helpful. She said there was nothing she could do and that I can keep trying to get thru. I also reported again the smell to her. She said she was unaware of any reporting s regarding smell. I asked if she would look up my account because of the special birthday arrangements made. She commented there was nothing in the system. She said she will make note. I left and returned to the cabin.
Day 3:
We arrived in Nassau Bahamas. My son and I went out for the day and returned around 3:30 pm. We found ourselves noticing the lack of entertainment, music, etc. The only main event was the casino and shopping events.
Day 4:
We arrived in Freeport Bahamas. My son and I went out for the day and returned around 4:00 pm. We went to our cabin and find we were unable to enter. We went to guest services and spoke to Trevor. I commented we have not had the best of luck with anything since we've been on the ship. I explained to him what had occurred. He apologize and suggested that we have another dinner in the dining room and said he will make sure the arrangements for my son's birthday were noted. I asked what was the point, especially my son now knowing what didn't take place. Trevor stated give them another chance, he will be sure they do something more special. Because of the inconvenience, he provided drink vouchers to use to cut the cost of the out of pocket expenses of buying. He then gave us new key cards so we can get into the cabin. We then returned to our cabin and found we were still unable to enter. We then asked if the Housekeeper can let us in. She tried her key and found that it didn't work as well. She asked that we go back down again and have guest services give us new key cards We explained the cards that we have in our possession are new. Again she asked that we go back to report the issue. As instructed we went to the guest service desk and informed them of the issue. We were asked to go with the guest service agent (I don't remember her name) back to the cabin to try the keys. We saw a member of Maintenance at the door. for which housekeeping contacted. He explained he will need to fix or change the battery to the lock but that it may take a while. The guest service agent asked us to go back down with her and wait in the lounge area in front of guest services until she was notified the issue with the door lock was resolved. She then offered more drink vouchers. My son asked if there was anything better they can do due to the inconvenience. He requested, instead of another dinner in the dining room and more drink vouchers, how about a free facial. She said she will need to ask her supervisor to get an approval. She left and then returned with 2 more drink coupons and stated the manager will not approve changing out the dinner for a facial since it was already entered in the system by Trevor. We felt this could have been done, but they chose not to accommodate my sons request, the inconvenience we endured and the lack of birthday celebrations. After all was said and not done, 45 minutes had passed until finally we were able to return to the cabin. At 7:30 pm, we went to the dining room informing the hostess we had special arrangements for dinner. We were escorted to our table on the second floor. Our server came to the table to take our order. He didn't seem connected, more like annoyed especially when I gave him one of the drink vouchers for a glass of wine. He then left and returned with glasses of water and bread. About 20 minutes had passed when he returned to our table with the bowl of soup my son request as his appetizer. What didn't make sense was why did he not bring both the soup and the salad I requested as an appetizer so we can eat together. About 20 minutes again had passed without receiving the salad. My son questioned during the wait why have I not received the salad. We are here together for dinner, not alone or having to watch the other person eat while the other is waiting to receive their food. I asked another waiter if he could assist. He questioned if we ordered. I stated to him obviously since my son has a bowl of soup sitting in front of him getting cold because he did not want to be rude eating while I'm wait for my salad. We did not see our server, this is why we asked if he could assist locating the server for our table. Another 15 minutes passed. Finally, our server came to the table with my salad. I asked what took so long. He explained the soup and salad areas are on two different floors. I told him by the time he brought the salad, my sons soup was cold. We are here to have dinner together, not to eat separate and asked for him to take the bowl of cold soup and bring a fresh hot bowl of soup. Another 10 minutes went by, now finally we were able to have our appetizers. About 20 minutes went by when we received our main course. We finished eating approximately 20 minutes when our plates were cleared from the table. Shortly there after, the deserts arrived. Again, while we were there, we noticed birthday celebrations at different tables were taking place. We were there another 25 minutes, when we decided to leave. It was obvious nothing was going to happen.
Needless to say, we were disappointed. Not only with the turn of events as they unfolded as stated above, I also noticed the lack of entertainment. The music variety and shows were nothing like they were on the previous cruise I took with Carnival. Carnival has always been known for the around the clock food variety. The only thing that was available was the paper thin pizza after 10 pm. The cakes and danishes were dry / hard. On top of all that, it did not make things any better having the smell in the room and halls. Like I said, this cruise was nothing like what I experienced on my first cruise with Carnival.
It seems apparent Carnival is cutting back and is not providing the same service, attention, food quality and entertainment. If I were a secret shopper on this cruise, it would be a decline in the rating scale.
