Serenade of the Seas Cruise Review to Caribbean - Eastern

Experience
7+ cruises

Reviews
0

Helpful Vote
1

4 out of 5

!0 night cruise on Serenade experience

Sail Date: January 15, 2016

Reviewed: 10 months ago

Traveled As: Large Group

Room Type: Balcony

The Serenade is a beautiful ship that, because of its smaller size, is very easy to navigate. Most of the crew could not have been nicer or more efficient.  I would give our experience 5 stars except for the very bad experience regarding payments that I made over the few months prior to sailing directly to RCCL. for all 5 shore excursions. We arrived at the pier, were directed to a desk where  the rep. informed us that he must collect $74 from us but he could offer us no reason for this. I paid the amount even though no one was able to explain the extra cost. Invoices from RCCL and BJ's indicated we were paid in full, and, may I say it was paid in full far in advance of sailing. After boarding, I went to Aninka at customer service to find out that we now owe  an add'l  $279 but again, she could not give the reason.  Sometime later, after multiple trips to guest services, I was finally informed that the travel agency had not paid my excursions.  I then spent an hour on the phone with Webster bank who very definitely documented proof that all debits to my account had been cleared and cleared by RCCL, not BJ's. Webster did send RCCL proof of this but I was told again to notify our travel agent BJ's.  I finally called BJ's and spent an hour on the phone with Meg who was able to speak with Patsy at RCCL corporate office.  Thankfully, I purchased international time on cell service otherwise call would have cost me hundreds. Then the account was reported to be paid in full. But the on board account showed that the original $74 was a courtesy credit which was very disconcerting as they OWED this amount to us.  (It was not a courtesy) Because of the large amount that was supposedly owed by us, i was afraid to spend any money on the ship that could put us over our budget.  This was one of the worst, if not the worst experiences of a cruise ship.  If not for the help of Aninka and  Meg with BJ's, I am not sure the cruise would have been a true enjoyable vacation. What was so frustrating was to get anyone on RCCL, other then Abinka to listen to me. I feel they could have had some better customer service involved with this matter especially for people who are repeat RCCL customers. What kills me is the corporate office had documented proof tht the payments were made and cleared by RCCL from Webster bank.  I really would like someone explain this to me as it was very stressful 

Cabin / Stateroom
Loved the extra balcony space. Steward was great
Embarkation and Disembarkation
Disembarkation not bad but please see above comments regarding the boarding
Ship Quality
Destinations and Excursions
Onboard Activities
Children's Programs NA
Entertainment
Service and Staff
Food and Dining


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