DISGRUNTLED STAFF, TERRIBLE EXPERIENCE
Sail Date: July 19, 2015
Reviewed: 1 year ago
Traveled As: Large Group
Room Type: Balcony
It was so bad that we often took trips over to Guest Services (because no one ever picked up the phone), which was of no help. They were dismissive, rude, and unhelpful as they tried to get through the line of people that were always there complaining about something. They brushed off complaints without so much as an apology. They told one guy, who was trying to get a lost and found item, to watch his tone of voice and get in the back of the line. It was as though customer service was never a part of their training or that we were inconveniencing them by choosing their ship. I don't know if it was the end of their tour or it was the final leg of their season, but everyone was just over it.
One of the photographers, KARA, was so inappropriately rude for no reason at all. She just happened to be in a bad mood when we took our family photo and refused to help organize or direct the shoot. She yelled at our 5 year old niece for having a clutch purse (which was about 6 inches long) and told her she couldn't hold it because there was no room (there was plenty of room and a clutch would not have taken up any space). She just stood there with an attitude and kept yelling to move but did not direct her barking orders at anyone in particular. She threatened to call security after my husband got upset with her for being out of line when he walked away from the photo shoot. She yelled at him and kept talking back and told us we 'can take a picture of her name tag if we'd like' after we asked her why she was being so rude and that we'll talk to our friends at Guest Services. She cut off two of our bodies in the photo and absolutely could have put in the effort to make the picture come out nicely. She was so nasty.
We had suites on the 9th floor and spent a week long vacation without the ability to sleep as the Fat Cats jazz club was directly below our rooms on floor 8 and had music blaring until 1am 5 nights of the cruise with ZERO soundproofing between their ceiling and our floor. We heard everything... the bass was so high we were able to feel the room thumping. It was so loud we were able to hear the lyrics of the songs and the crowds singing along and clapping in our rooms. It took 5 different family members and 3 nights of complaining for Guest Services to even attempt to recognize our issue. The first time my husband went to Guest Services he explained that we have kids who can't sleep and they said "give it a few nights". Excuse me, but I get off the ship in "a few nights". Real thoughtful. This cannot be the only time people on the 9th floor complained about this. It was just ridiculously loud and the staff had no interest in even attempting to solve the noise issue with the club and counted on the fact that we'd be gone in a few days.
The wait staff was completely disorganized and slow, the bar staff was unresponsive and distracted, often leaving guests waiting for 10 minutes to order a drink. During dinner, our large group was always split up to two tables (which was fine) but most nights one table would finish their appetizers before the other was able to even order their food. At Teppenyaki, we were the first table to sit in the restaurant and the last to get any service. We sat there for 15 minutes before anyone greeted us, about another 15 minutes for drinks to arrive, and we were definitely the last to eat. Some restaurants were so unorganized, we had several waiters trying to take our food and drink orders and we never knew who our actual waiter was. Often times we had to remind them someone else took our orders. The food was good in the restaurants we had to pay for, but was nothing special in the buffet or freestyle locations.
The pools were small and overcrowded, you literally have to sit thigh to thigh with strangers to get any action in the water. One pool for nearly 5000 people.
Witnessed several fist fights as well with almost no reaction from the staff. These happened in front of children both day and night.
If you do book this hell-ship for your next vacation, try to avoid interacting with the staff, eating, drinking, and trying to sleep and maybe you'll enjoy yourself.
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