Disappointed in customer service ... no luggage on a 5 day cruise

Item: Carnival Sensation
Rating: 3
Author: MsTMB

Carnival Sensation Cruise Review to Caribbean - Eastern

MsTMB

Contributor Level: Purser

Cruises: 4-6 cruises

Review: 1

Helpful Votes: 27

Overall rating:

3 out of 5

5 Night Eastern Caribbean (Miami Roundtrip)

Sail date: July 20, 2019

Ship: Carnival Sensation

Cabin type: Balcony

Traveled as: Large Group

Reviewed: 5 years ago

Review summary

No luggage poor customer service. Carnival should work with the airlines at the ports to have a better system for luggage left due to timing issues or that are lost before customers board the ship. Cruising without ones belongings and trying to figure it out without good advisement.

Embarkation

1 out of 5

We did make the ship but everything was so stressful. We were encouraged to leave luggage that had not come out yet but no assistance was available to get it to us. We were given quick instructions on how to have it transferred to our next port. It never arrived.

Ship experiences

Food and Dining

3 out of 5

Fine

Seaview Bar & Grill

5 out of 5

Great variety and plenty of food. Guys burger joint was awesome

Pizzeria

5 out of 5

Great having a late night good snack for the guest and very good.

Kaleidoscope Discotheque

4 out of 5

Movie viewing time in that room was okay. Tall people not really interested in movie sat on first row so viewing was sometimes difficult. But overall family friendly environment for movie

Fantasy Dining Room

4 out of 5

Very nice and entertaining alternative dining experience. Loved the chocolate cake and ice cream dessert

Carnival Deli

4 out of 5

Great having a late night opportunity for food.

Onboard Activities

3 out of 5

Yes

The Fun Shops

5 out of 5

Very knowledgeable and transparent attendants they were our cruise angels ... assisting us with items purchased since our luggage was not received.

Resort Style Pool

5 out of 5

Good job on this and well monitored by attendants/lifeguards.

Jewelry Shop

4 out of 5

Very accommodating. They assisted because our items did not arrive in our luggage.

Guest Services / Shore Excursions

1 out of 5

Guest Services needs help. Luggage assistance when luggage is left at the airport because of cruise time or lost by airline in route should be pre-established so the customer has a stress less experience. I “found out” about the 20% coupon for items (tooth brush and clothes) purchased in the fun shops by the fun shop attendants not customer service and I visited that CS desk several time for the first two days. To think carnival cruiseline does not have a minimum “emergency pack” is unforgiving. The percentage of people who travel without luggage is small ... I hope ... so what is the problem that you can’t strive for 100% satisfaction in every situation.

Carnival WaterWorks

4 out of 5

Husband and son used it.it was great.

Entertainment

5 out of 5

Yes

Children's Programs

Our son (age 14) chose not to use it.

Service and Staff

1 out of 5

Customer service did not assist me with getting my left luggage to me onboard .. starting in Miami this system should be better. Onboard ship I had a right to be angry but was never ugly with them and the gentlemen acted as tho I was belligerent. There was no toothbrush or T-shirt offered. Nothing at all ... intimately I was told by another ship personnel that they (customer service) should have offered me 20% off. And to think ships that cost so much to cruise on don’t have small “emergency packs” is ridiculous.

Ship Quality

4 out of 5

Confusing but it was okay for a 5 day cruise

Cabin / Stateroom

3 out of 5

There were visible rusted/eaten out spots in the bathroom.