All business no care

Ovation of the Seas Cruise Review to South Pacific - Australia

Cruises: 1 cruise (first)
Review: 1
Helpful Votes: 37

Overall rating:

2.4 out of 5
Ovation of the Seas

Tasmania & Southern Australia

Sail date: February 09, 2017

Ship: Ovation of the Seas

Cabin type: Balcony

Cabin number: 274

Traveled as: Singles/Friends

Reviewed: 7 years ago

Review summary

Whilst cruising my family called alerting me my mother had been taken to hospital & was in a critical condition. I alerted the 24hr office of my circumstances and my need to disembark. They showed little interest and seemed to have no idea of the procedure to follow. Instead they said they would email their supervisor, but she was not available till the morning and would be very busy with other matters. They also emphasised that I must pay my Paypass before disembarking. Next morning I eventually tracked down the supervisor who ensured I had paid my Paypass, then walked me off the ship and made it clear I could not return. Other crew members could be heard commenting as to why I was taking my luggage with me, which I ignored. The only occasion the staff showed any care, help or interest into how I was going to get home was to let me know there would be taxis on the dock. In comparison- when I informed the flight booking agency of my circumstances they were efficient and empathetic. Upon boarding my flight home the staff had already been alerted, they were attentive & sensitive to my needs. They ensured I was taken off the plane expediently and asked if they could be of any further assistance in getting me to the hospital. My mum passed away only hours after I made it to the hospital- I was with her. Not wanting anyone else to go through the same experience I did, I sent an email to customer service for Royal Carribean Cruiseline . I received a phone call from the company a short while after offering condolences and asking me if I had insurance, then the promise of a follow up email. The poorly worded follow up email just gave information for me to make an insurance claim only (which I didn't ask for, or need). Next came a generic email asking me to complete a survey to help them meet "a key component of our commitment to continuous improvement'. My attempt to help them improve their service for others in the first place had just resulted in a focus on making an insurance claim followed by generic emails. Where is the acknowledgement of poor service and steps they are undertaking for improvement??. I am still waiting ..... in the meantime I hope that others do not have to suffer the unnecessary hardships that I faced as a result of having to exit the cruise whilst at the same time coping with a personal emergency. Unfortunately as my cruise ended not long after it started, this is the only review I am able to give.

Embarkation

1 out of 5
see review summary

Ship experiences

Food and Dining

3 out of 5
Food and drink for the short time I was on the ship was good. Long lines for the robot bar

Onboard Activities

1 out of 5
N/A. Did not have opportunity to partake in many activities due to urgent departure from cruise.

Service and Staff

1 out of 5
see review summary for details

Ship Quality

4 out of 5

Cabin / Stateroom

4 out of 5

Ports of call

Sydney, Australia

3 out of 5
Unremarkable

Hobart, Tasmania, Australia

1 out of 5
Disembarked under difficult circumstances and left immediately for the airport.

Adelaide, Australia Did not visit port

Disembarkation

1 out of 5
see review summary
Was this review helpful? 37

8 Comments

Pisces68    7 years ago

So sorry for the passing of your mother. Let's hope RC improves the staff training to include similar circumstances. It is important that staff are informed how to process the situation like you have mentioned. My suggestion is that RC consider having dedicated & trained staff for special circumstances like you mentioned. Best wishes...Losing a Mum is never easy.

lyn2016    7 years ago

I'm glad you got to see your mum. ❤

BOOGIEMAN    7 years ago

Condolences on your loss . . . I agree with @NinaCove . . . the squeaky wheel gets the oil . . . for all of their service accolade's this is a major fail as they only seemed interested in having you settle your account while not showing any compassion for you. Please do use every avenue available to expose their level of corporate ineptness.

CruiselineSarah    7 years ago

So sorry for your loss and sour experience with Royal Caribbean! They have no excuse for being so emotionless and unsympathetic.

elindo2    7 years ago

that sucks. highly disappointed. sorry for your loss

GIL155    7 years ago

Sorry for the loss of your Mom. No apoligies for the disembarkation RCCL crewmembers.

NinaCove    7 years ago

I'm so sorry for your loss. It's a bit odd, but I HIGHLY suggest posting this on social media (screenshot to twitter, post on f.b) and tagging the cruiseline in it. Its disgusting, but in my own personal experience, my cruiseline didn't do ANYTHING for me until I expose their crappy practices online where everyone could see. Magically they seemed to care more then.

regalone    7 years ago

So sorry for your loss.

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