Very disappointed

Cruises: 7+ cruises

Review: 1

Helpful Votes: 27

Review summary

We chose to sail with MSC after sailing with them their inaugural year and loving it. This time around, we were left severely disappointed. I understand things would be different after covid, and this review keeps that in mind. The embarkation took around three hours, and the other party that sailed with us took even longer. This was due to redundant covid “safety” procedures, which include long crowded lines, with people within inches of each other to show proof of Covid test, fill out questionnaires, show the questionnaires, take rapid tests, show proof of rapid test, etc. The main concern was the staff. They did not know where anything in the ship was located. Most of the staff seemed frustrated. The few crew members who were friendly were also frustrated with the inconsistencies. Too many guests appeared disappointed and dissatisfied with the service. When we booked the cruise, we were careful to read about all the covid procedures in place and even asked specific questions to make sure we followed all the rules. We were told that our 2 year old would not have to wear a mask. We needed to know this because he does not keep a mask on and does not communicate well enough yet to understand that he needs to keep it on. This was an important question for us so when they assured us he wouldn’t have to, we booked. On the first night, we attended the 730p show with all the children and it was good. On the second night, the attendant literally physically blocked my wife from entering while carrying my 2 year old because he did not have a mask. He said he was required to wear one to enter. He was not required to wear one anywhere else on the ship, or when he was actually inside to see the show, but he was was required to wear one simply while entering. We went to the front desk where we met another frustrated manager. He showed a paper saying that guests must wear masks. I explained that the mandate was not being enforced on newborns, and he responded by pointing out the obvious that my child was not a newborn. My point was to ask at what age were they enforcing and requiring guests to wear a mask. He could not answer and simply kept pointing to the paper saying “it doesn’t mention age” but he also said that small babies would not have to. How can a person in a managers position not have an answer? Many people waiting in line were clearly annoyed with the things happening on board. After getting absolutely no answer, I went back to the show, used another entrance point, and were let in without a problem, without a mask on my child. Inconsistent. Prior to booking we were also told that we would only be able to visit the destination if we booked an excursion, so we did. We were careful to read all the requirements to make sure our children were able to participate. While on board, we got a note saying that our children did not meet the age requirements for the excursions. So we have to wait in long lines again to speak to the excursion staff, who acknowledged that the website failed to mention any age requirements. They were apologetic, but also said “it’s not our fault.” Well, whose fault is it then? Certainly not ours. There were countless families going through the same problem, since MSC was offering a “kids sail free” promotion and there were numerous children on board and booked for excursions. They were finally able to lift the age restrictions, after hours of speaking with staff and waiting for response, creating stress and really taking away from the vacation experience. The excursions themselves were great, I must say, and I am glad my children were able to experience them. Overall, the ship was understaffed. MSC set up their crew members to fail, by not providing them with the adequate training to be able to service their guests properly while maintaining a safe sailing experience.

Embarkation

Ship experiences

Food and Dining

Onboard Activities

Entertainment

Children's Programs

Service and Staff

Ship Quality

Cabin / Stateroom

Ports of call

Miami, Florida

Costa Maya (Mahahual), Mexico

Coxen Hole, Roatan, Bay Islands, Honduras

Disembarkation

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