Little things mean a lot!
Empress of the Seas (RETIRED) 223 Cruise Review to Caribbean - Southern
Ship: Empress of the Seas (RETIRED) 223
Cabin Type: Inside
Traveled As: Couple
Reviewed: 8 years ago
This was our first cruise with Royal Carbbean and will probally be our last. Compared with our previous six cruises with Holland American this was our only less than perfect cruise.
The main difference is customer care and there really is no comparison between the two cruiselines; Holland America is by far superior! Our biggest problem was lost luggage. We were unable to find one piece of luggage in the port terminal when disembarking, nor were we able to get assistance. We spent 40 minutes checking all the luggage in the holding area then had to go to the airport without one suitcase. After we completed check-in at the airport I found a representative from Royal Caribbean (Ms Perez) and asked her for assistance. She recommended that we return to the port terminal and locate our luggage. I told her that our flight was leaving shortly and this was not an option so she gave us a number to call. Our luggage arrived home on April 26 via UPS and we were forced to pay a $68.84 COD charge. I have spoken with two representatives (Tamara and Nichole) about being reimbursed for this charge and they said it was company policy to send the luggage COD since I had not completed a lost luggage claim form at the port. This has been a very unsatisfactory experience and is the main reason we will not be sailing with Royal Caribbean again.
Cons: Customer Sevice