Dissapointed Experience

Customer Service Staff at Embarkation Desk was very unpleasant. Not friendly had to seek assistance on my own.

I was very excited with this trip been a loyal customer with Royal Caribbean for many years we cruise a lot over 4 cruises a year this cruise has been the worst in all of our cruise experience my family and myself were very excited to sail on Symphony of the Seas to my surprise the experience was not what I expected. I purchased a 2 bedroom Grand Suite at deck 9 cabin number 644 for 4 people since our arrival it was hard to reach out to Concierge I basically had to hunt them to assist me because they never reach out to us until I did. My mother been handicapped needed some additional assistance the cabin attendant was not the best nothing to impress me. I recalled asking her for water and she advised that I needed to go to Deck 7 VIP Lounge to get my own water. I was shocked to hear that answer from a guest staying on a Grand Suite. I explained to her that my Mom was diabetic and handicapped and that we needed extra water of bottles on a daily basis that if that was to much to ask for. Needless to say I had to get my own water on a daily basis from VIP Lounge Deck 17. The first day we had dinner at The Coastal Kitchen Deck 17 the service was horrible we had reservations for 7:30 pm since my Mom is diabetic she needs to eat at certain times and we didn't get served until 9:00 pm and only because I complained and I requested to speak with the Food & Restaurants Director. I had to stand up several times to the Bar Lounge to request water and sodas to be served to our table. It was very disorganized other guests arrived at a later time than us and got served faster than our table. The Restaurant Manager came by and apologized I want to mentioned that he was very nice not so much the Food & Restaurant Director that I even asked for a business card and he replied that he was out of business cards and that the reason for the delay in serving the food was because it was the first day and things were kind of crazy. I told him Sir your excuses are not acceptable and it seems to me that you don't even have good Customer Service Experience to deal with guests. He don't even offer me an option for a complimentary Specialty Restaurant I requested information to attend one of the Specialty Restaurants and he never came back to our table. When the food was finally served at about 9:00 pm on 09/04/19 they only brought my Mom's and my food we had to wait another 15 minutes for them to served the other two guests on my party. In conclusion the experience was horrible and I assured the Restaurant Manager that I was not going back the following two nights even though I had reserved for all nights.

Pools, Casino

Shows were excellent

We had few issues with the vending machines at the Playmakers Bar & Arcade on Deck 6 they were not working properly had to call several times for assistance.

I was very excited with this trip been a loyal customer with Royal Caribbean for many years we cruise a lot over 4 cruises a year this cruise has been the worst in all of our cruise experience my family and myself were very excited to sail on Symphony of the Seas to my surprise the experience was not what I expected. I purchased a 2 bedroom Grand Suite at deck 9 cabin number 644 for 4 people since our arrival it was hard to reach out to Concierge I basically had to hunt them to assist me because they never reach out to us until I did. My mother been handicapped needed some additional assistance the cabin attendant was not the best nothing to impress me. I recalled asking her for water and she advised that I needed to go to Deck 7 VIP Lounge to get my own water. I was shocked to hear that answer from a guest staying on a Grand Suite. I explained to her that my Mom was diabetic and handicapped and that we needed extra water of bottles on a daily basis that if that was to much to ask for. Needless to say I had to get my own water on a daily basis from VIP Lounge Deck 17. Service was not the best and not as I expected. I was so annoyed and stressed out about the poor quality of service provided from previous staff that I finally reached out to Guest Services Asst Manager Joanna Aguiar who truly assisted me in a professional and courteous manner extremely helpful and listened to all of my issues.

Overall very clean ship's design and layout very nice.

Cabin Number: 9644 beautiful Suite, Ok cleaned however had to ask several times for extra shampoo, shower gel, tissue paper and extra water was not available thru the room stewards.

Good