Majesty of the Seas Cruise Review to Caribbean - Bahamas

Third Mate

7+ cruises


Helpful Votes

2 out of 5

Disappointed in Royal Management

Sail Date: March 18, 2016

Reviewed: 6 months ago

Traveled As: Couple

Room Type: Inside

We were very disappointed that we reached out to management about the mold and mildew in our stateroom to no avail.  No followup whatsoever was made after each attempt to call desk, wait in line over 1 1/2 hours, and NO face to face mtg!! Poor management/supervisory customer service especially since the mold and mildew affected our breathing and eyes.  There was a pungent odor in the hall as well!!

Cabin / Stateroom
We called the customer service desk, reported to our stateroom porter - Suzette (awesome Customer Service!), and stood in line for over 1 1/2 hours to report issues with our cabin. Only to be told by Frank (?) at the desk that the Supervisor was "probably off" for the day and could not be reached to attend to our requests. Even after requesting someone of authority to our room, NO one showed up nor came to talk with us on Monday morning as promised. We experienced mold and mildew with a musty smell throughout the cruise. When we reported this to Suzette on the first day, she immediately came to our room to try and clean the toilet that had a ring of black mold that couldn't scrub clean. She said that silicone had been applied over the mold. We had standing water in our sink and shower and our AC didn't work. Initial cleaning of the bathroom upon arrival by me showed signs of dirt/grunge around the faucet, knobs, and toilet seat.

Our breathing was labored as we entered and slept in the room each day. The mustiness annoyed our eyes and made it difficult to rest. We feel that as paying guests we deserved the courtesy of at least a phone call from management assuring us that the problems reported would be addressed and rectified.

Further inquiry of management in charge reported that Zhufel Escalante, Senior Desk Supervisor would be at our cabin Monday morning before checkout to address our concerns but was a no show. We were very disappointed that our concerns were not taken seriously enough to warrant a personal response from Mr. Escalante.

We've booked an 8 day 7 night cruise on the Oasis in October of this year but are seriously thinking of changing cruise lines to Carnival or some other just because of the inattention and poor customer service received on this cruise. We honestly hoped that we'd so enjoy our Royal experience that we'd switch to only cruising on Royal but seriously doubt it now. Very disappointed in customer service. You just don't play with people's health!! Drs. Paul and Kathy Hall
Embarkation and Disembarkation
Ship Quality
Destinations and Excursions
Onboard Activities
Need more action! Shows...entertainment. Everything closed early????
Service and Staff
No followup from front desk staff or management. Suzette our room attendant was amazing and Claudia and Ronin our servers during the 6:00 Moonlight Dining Room were attentive, fun, courteous and personable! Jhufel Escalante, Senior Desk Supervisor was a NO SHOW and did not even call us with concern. Ignored!! No followup from desk staff either. Frank and Asian young lady. (?)
Food and Dining
Need more food areas throughout the day, shut down except pizza for the most part. Not enough variety. Waiters were great though!


I will upload pictures of the cabin showing all of our concerns that we reported. Thank you. Regards, Drs. Paul and Kathy Hall

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