Disappointment!!!!!!Lack of Customer Service

This was our first time sailing on Roal Caribbean. The best part of the cruise was the entertainment, some thing always going on.

Our Cabin steward and our Dining room wait staff were excellant 5 stars.

Improvement needed in getting on the ship took us over 3 hours standing in long lines in Galveston heat. No one offered any water or any assistance at all many areas of improvement needed in the check in lines. Staff standing around doing nothing but talking to other employees.  Took us from 11:30am till 3:00pm to get to our room. Now starving our room steward sent us to deck 5 to get a bite to eat(ate breakfast at 7am)  All resturaunts were closed because ship muster was going to start at 3:30pm. just wanted a cracker or piece of fruit but NO was the offer.  Finally at 4:00 pm got something to nibble on as dinner was at 6:30pm. Needless to say they charged us extra for the nibble of food we had. It was our 48th anniversary and I purchased a Special Anniversay Package to surprize my wife to be delivered to our room on June 7th by June 8th our anniversary date nothing.  Called custome serice they did not have anything told to go down to deck 5 and the customer service agents would help. Another long line waiting(this is a clue they had many problems). Spoke to two agents they had no record of it on ship there office in Miami had the info and could not contact them. They said I had to purchase the package again and they could deliver the next day. They already spoiled the surprize. They could care less. We had no HOT WATER in our sink for 3 days before it got fixed. biNext day recieved a message Diana Agrad in customer service wanted to talk to us. She was sorry this all happened and wanted us back as a RC traveler and offered us a 20% discount on next cruise, she was going to type up the letter and have it delivered to our room. Nothing no letter no call.  We are back now and no one from RC has called or e-mailed.  Would you cruise RC again??????