Navigator of the Seas Cruise Review to Caribbean - Western

Contributor Level: Purser

Experience
4-6 cruises

Review
1

Helpful Vote
1

2 out of 5

Guest Service Poor Customer Service

Sail Date: June 01, 2014

Reviewed: 2 years ago

Traveled As: Family (older children)

Room Type: Oceanview

Traveled aboard the Navigator of the Sea out of Galveston TX June 1st thur 8th ports of call Rotan, Belize and Cosumel. The enertainment, food, activities were less than I had expected after having traveled on the Royal Caribbean Allure ofthe Sea. There was a wave runner but no waterslide which was a downside for me since I was traveling with a child never the less he made some friends and enjoyed himself. The room attendant did not make the animal out of towels until I requested them and then only every other night. The main dining room staff as well as the wind jammer staff were Great! With that being said the Guest Service Staff which I had not ony my experience but witnessed when waiting in line was Anything But Customer Service. Not sure if it was a lack of training or not having the authority to make decisions to satisfy the customers. A Family at the counter had purchased the soft drink option but

could not get any service poolside but was asked to go inside for there soft drinks and for the price they paid had expected to receive  service poolside. I was shocked when Guest Services Rep asked them for there drink containers back like really they did receive a refund lacked service. I had  2 complaints the 1st was on the night before our toilets wouldn't flush no kinda warning via note on door, TV, or phone horrible we had a connecting cabin oceanview and theres wasn't working either. I called mainteance she stated they were working on it ok. I went to 10pm comedy show returned to room toilet had cleared thought problem had been taken care of only to find out once again after using it that it still was not working. I called again this time lady had attitude which is why i went to guest services and the fact that they should had left a note on the doors or had room attendant in hallway allerting guest to use restrooms in different areas at very least message on phone or TV. They offered a bottle of wine for our 2 cabins I explained we didn't drink she said well that is all we can do so they sent it to our cabins. Unless the wine was $3 a bottle they coud  given me a onboard credit. The other issue I had was at Johnny Rocket we had lunch there which was to include soda/soft drinks the soft drink machine was down not the waittress fault but the manager lack of customer service. It wasn't until we finshed our food after asking several times if they could get soda from another area that the manager said yes then we got the wrong soda. When I went to guest service I was told that the resturant manager woud have to call me luckily I was in the room when she  called. I explained that we choose to eat there for not only the food but also for the unlimted sodas which we didn't get to enjoy. There were 4 of us from 3 cabins she said I can refund 1 I said well there were 4 of us that had the same exerience she said well what do you want me to do the line to the machine was clogged and that wasnt'r  our fault I said it was not our fault either she said they would issue a refund. It didn't stop there 3 of us received a refund my daugher didn't when she went to Guest Services they told her no she had a shake she said no my mom did which was not the issue anway because I paid for the shake it was not included it wasn't until my older son went back with her (she was 18 by the way) that they issued refund.  Very dissapointed with Guest Services and there lack of service 

 

 

Cornellia Johnson 

Ship Quality
Food and Dining
Service and Staff
Jose and Jermaine in the Sapphire Dinning Room was Great Guest service staff Horrible
Entertainment
Children's Programs
Onboard Activities
Destinations and Excursions
Cabin / Stateroom


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