Big disappointment

Cruises: 7+ cruises

Reviews: 2

Helpful Votes: 25

Review summary

Mike; my wife and I were celebrating our 30th Anniversary, and in that regard we selected and sailed on the “Getaway”, in Haven suite 12904 – Reservation #33978014. First I must say the suite and the view was outstanding, Our Butler Santan Souz was the beacon of light for what turned out to be a disappointing celebration cruise. We chose this cruise and suite hoping for the cruise of our dreams, we expected to be treated like royalty, we were instead, living a sort of nightmare and upset that the claims made in your videos and advertisements were misleading. There were a few things that caught our attention immediately , First the grand balcony, was filthy….there were still footprints in the dirt on the floor from previous passengers, the glass was so dirty that we couldn’t see through it well enough to admire the incredible view. We had the ULTIMATE beverage package, but my beverage of choice (Remy Martin) was available only in the haven lounge, in any other section of the ship, there was an up-charge. A simple request for a bottle of water was also only available for a charge…Honestly…..Haven Suite Passengers with an Ultimate beverage package and we could not get something as simple as a bottle of water….INEXCUSABLE! While the Haven lounge was lovely, it was not particularly, friendly or comfortable….the seats were so close together it was impossible to just sit and have a private conversation, the outside area, also was not what I expected, hence the videos being misleading…most of it is in full sun most of the day and the height of the steps for the two corner spas made them very difficult for older people to access without difficulty, and in my wife’s case, AT ALL! Additionally there was no place for him to sit comfortably and still have a conversation or beverage with me while I was in the spa…..by the way WHY do they shut down every few minutes? While we were outside there was no bar service offered to us, we had to get up and go inside get our drink then return to our seats which by then were occupied by someone else! Once again, INEXCUSABLE …. When we arrived at ROATAN, my wife and I have been there many times, we opted to stay on board and enjoy the solitude and amenities on board. We went to deck 17, and found a bar called vibe with two easily accessible spas and a bar where smokers were welcome. (WE do not smoke, but I do Vape, and I do obey all the restrictions given by the ship). We ask the bartender and another officer (dressed in all white), if we were allowed to use this facility, they looked at our room key, and told us that as haven guests could enjoy these facilities anytime… we were in absolute heaven, there were only a few people onboard the whole ship at the vibe area was empty with the exception of us and the bartender….it was heaven! The following day, again in port, we were denied entry to the very same place we had enjoyed the day before, we were then told there was a $99 dollar charge for the use of that area and that it was sold out……THE SHIP WAS EMPTY..NO ONE WAS ON BOARD … we explained that just the day before we had used that area and that we were told as haven guests we were welcome there anytime. The response was instant, from your crew at the concierge desk inside the haven lounge…… She very clearly said, that if we were up there we shouldn’t have been and that no crew member would have told us otherwise! She was rude and uncaring and unapologetic! Again Haven suite penthouse and we were denied….. INEXCUSABLE! The exception to all I have said were the two crew members who were OUTSTANDING, our Butler, Santan and the Casino Bartender, Dexter….they were extraordinary. My wife and I are frequent cruisers, averaging 4 a year, we had high hopes that after cruising with you in a haven suite, that you would be our choice for all future cruises, we thought that we would be so spoiled that we would never again entertain the idea of another cruise line or a standard balcony room….It saddens me to say that, unfortunately our experience onboard the getaway, for what was supposed to be a grand special occasion, fell far short of our expectations! The memories we now live with, in regards to our anniversary are now tainted by the disregard, and disrespect given to us on board the “Getaway”. Respectfully, Lorenzo and Patricia A. DiCioccio

Embarkation

Ship experiences

Food and Dining

Onboard Activities

Entertainment

Service and Staff

Ship Quality

Cabin / Stateroom

Ports of call

Coxen Hole, Roatan, Bay Islands, Honduras

Harvest Caye, Belize

Costa Maya (Mahahual), Mexico

Cozumel, Mexico

Disembarkation

Other reviews of this sailing