My family and the friends who traveled with us were all disturbed by the lack of customer service compared to the money that we paid for this trip. I would not ever sail on MSC again, and I would recommend to anyone considering it to book with another cruise line. We are not demanding or ignorant travelers. I have been to over 40 countries on 6 of 7 continents. I don't need things to be "American". I just expected to be treated well as a customer. Having spent quite a bit of time in Italy, I had hoped that this "Italian" cruise line would be as wonderful and hospitable as the Italian people, and it is actually an embarrassment to the wonderful hospitality of such an amazing country to be affiliated with this cruise line.
Embarkation
2 out of 5
The baggage handler seemed annoyed to be at work. The security personnel were terrible and nasty. They watched as I tried to carry a stroller two lines away through people while sill trying to wrangle a one year old. If it hadn't been for our friends traveling with us, we would have missed the embarkation pictures because we were not told to go to the next line. Our line was short because we had the Aurea package. All of the other lines were quite long.
Ship experiences
Food and Dining
1 out of 5
After a bad first night, the dining room manager gave us special attention and his best waiter. After this, the service in the main dining room was great. The food was adequate. The buffet was terrible. Rude employees, rude passengers, complete disorganization. They have the worst highchairs ever made. Bar service was horribly slow. Most bars only had one or two bartenders for peak times, if they were even open. Waiting 20 minutes was the norm. They do not offer any hot room service, which is important to understand. Continental breakfast only and cold sandwiches are the only things available. Do not ask for a mimosa at breakfast. You will not receive one, and you'll be lucky if there is any juice actually available at the buffet. Juice and coffee seemed to always be empty. Plates and cutlery were often dirty.
Onboard Activities
1 out of 5
The water slide was a joke. There was not enough water running through it, so everyone was getting stuck and taking forever. The toddler area was great, and our daughter loved it. Most of the pool activities were conducted at ear drum shattering levels, and we chose to avoid them as a result. We love loud music as much as anyone, but they have the volume and bass up to the point of making you feel like you are sitting directly beside a speaker at an extremely loud rock concert. The spa and thermal areas were great. We really enjoyed our time there.
Service and Staff
1 out of 5
As my husband said, MSC and/or this ship have a culture problem. The staff are incredibly rude. There is not enthusiasm or can do attitude with the exception of three employees we came across. When we would ask about different things, the word "American" was used with such distain that we were appalled. Customer service regular hangs up on phone calls for no reason. The staff likes to quote MSC policy, but they are unfortunately so poorly trained that they have to regularly be educated by passengers on the actual policy. I was once nearly knocked down by a server in the buffet because he was pushing past me to place a drink on someone's table. When I said, "excuse me', his response was, "no problem". That pretty much sums it all up.
Ship Quality
4 out of 5
The ship is beautiful, which is what makes the experience even more sad. There was so much potential, and yet, it is completely wasted. Buffet lines need some improvements, and elevators are inadequate for over 5,000 passengers.
Cabin / Stateroom
4 out of 5
Aft corner suite. Beautiful, spacious, ample storage room for two adults and an infant. These rooms have many windows and tend to get hot. You will need to request assistance multiple times, and then it may be rectified.
Ship tip
Cancel your deposit and select another cruise line.
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