Horrible customer service
MSC Divina Cruise Review to Caribbean - Western
10 Night Western Caribbean & Bahamas (Miami Roundtrip)
Sail date: November 18, 2022
Ship: MSC Divina
Cabin type: Balcony
Cabin number: 9159
Traveled as: Couple
Reviewed: 1 year ago
Review summary
We chose this cruise because we sailed with MSC previously and had a great experience. However, this was as the pandemic started and the cruise ship was half full. This time was a completely different experience. The cruise was fully booked so we were able to see what the true MSC experience really was. At our first port, we got money from our safe and exited the ship. We left our jewelry and items of value in the room, expecting them to be safe. We were wrong. We didnt check the safe until our next port two days later. When we did, all of our items were gone: cash, a gold necklace, a gold bracelet, a gold ring with diamonds, and other lesser items. The total in items taken was well over 3000. We contacted security immediately. They did an investigation. Nothing was recovered. We had to contact them throughout our trip for communication. The only person with access was our housekeeper. They have no CCTV near the staterooms. The same day we noticed all of our valuables were taken we realized MSC had canceled our excursions. Not that they weren't happening, we just no longer had reservations in the system. They were gone even though I had paid and they had no answers. They stated they didn't cancel them and that MSC on shore had canceled them and they couldn't do anything. We could pay again if we wanted. Now I have to contact them and try to get reimbursed. Throughout these experiences, the people we dealt with lacked compassion and refused to accept any blame. Even when we claimed MSC was to blame, every employee would state "it wasn't me". We tried to explain that they are MSC. I had previously heard the customer service was lacking, but had not had a bad experience. Even the customer service manager had horrible customer service and when we would discuss issues with her, she stuck to a script and would only say "I will state again". She was condescending. Never again. I had heard they were horrible to Americans and, now I can say in my experience, it is true.Embarkation
Ship experiences
Food and Dining
Onboard Activities
Entertainment
Children's Programs
Service and Staff
Ship Quality
Cabin / Stateroom
Ship tip
Keep valuables on you. The items are not safe in the ship.
Ports of call
Ocean Cay MSC Marine Reserve, Bahamas