zero stars for customer service

Cruises: 1 cruise (first)

Review: 1

Helpful Votes: 2

Review summary

The cruise itself was fine. Food was fine. Other guests were awful. But that is not why I am writing this review. When we received our luggage to our room the first day one of the wheels had been completely taken off by their staff and not repairable. We went to customer service on our ship about this issue who could only offer us $80. The luggage is worth over $200 so we chose to fight it once we got off our ship. This process has been nothing short of unprofessional and unacceptable. I made numerous phone calls where I was told they could not help me and I needed to "email". I emailed the cruise to no response. I call again. I get the same run around and was told I had to fill out a "Lost and Found" Form. My luggage is not lost nor found so this didn't even make sense but I did what they asked. A month goes by with no response (they're supposed to respond 7-10 business days). I call again. I get told on the phone that they have no emails from me. So I gave them my claim number to which I was told it was DELETED. Furious, I tell the customer service rep I would like to speak to someone higher up and voiced my frustrations and again was told "I MUST EMAIL" and I was told they would and a rep would call me in 24-48 hours. These emails were not working and a phone call was never returned. I finally received an email for compensation of $100 (receipts below) I do not believe $100 was enough compensation but I was sick of dealing with them. To top it off. I received a $80 check in the mail!! I emailed them again voicing my frustration about this and they emailed me back that is all they would give me. How can you make an offer, in writing, and then not follow through on it? They are now stating they can not offer me anymore per policy. After this awful experience I DO NOT recommend you book a cruise with this company.

Embarkation

Ship experiences

Food and Dining

Onboard Activities

Entertainment

Children's Programs

Service and Staff

Ship Quality

Cabin / Stateroom

Ports of call

Miami, Florida

Ocho Rios, Jamaica

George Town, Grand Cayman

Cozumel, Mexico

Ocean Cay MSC Marine Reserve, Bahamas

Disembarkation

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