Review Time
It's really disappointing when the service cancels my booking due to not receiving emails for the final payment. I had to change my travel dates because the balcony my wife was excited about is no longer available, despite having booked proactively. I was promised that if I paid for the new week in full, my original payment would carry over, but that turned out to be untrue. If I chose a lower quality room for the same week, my original payment could transfer, but I'd have to pay higher rates. It feels like there's a lack of concern for customers and the brand's reputation! I will continue to share my negative experience since the company seems too large to prioritize customer satisfaction!
Our family's six-day cruise turned into a serious health and safety issue due to confirmed bedbug activity and poor handling afterward. A live bedbug was found in our stateroom on December 25 after dinner. We tried to contact Guest Services but received no response. Thankfully, Housekeeping confirmed the issue, captured the bedbug, and coordinated an inspection, during which a dead bedbug was also found. We were displaced from our cabin and forced to relocate. After the inspection, an unused personal item not belonging to us was left in the room, raising sanitation concerns. Our belongings were returned unwashed and in poor condition, which is unacceptable. We later found out another family was placed in the same stateroom without disclosure. The company has downplayed this as a minor issue and offered insufficient compensation, undermining our trust.
After checking rates on a travel site, we realized we were charged $274 more for our cruise. We assumed the price would be the same or lower through the company. Unfortunately, we can't get a price reduction because it was less than 60 days when we booked, even though it was a special rate. It seems to be special for the company but not for us. Next time, we will book through the travel site.
The customer service is outstanding! From planning the cruise with our planner to the staff on board, our experiences are always fun, adventurous, and relaxing! If we forget something, the cruise team helps us find or purchase items on board. If you have questions, a team member is always ready to assist! They communicate well when there’s a schedule issue. I've never been disappointed with a cruise!
It's really unfortunate when the service cancels my booking because I didn't receive emails for the final payment. I had to change my dates since the balcony my wife was excited about is now unavailable, despite booking proactively in September. I was told that if I paid for the new week in full, my original payment would carry over, only to discover afterward that this wasn't true. If I opted for a lesser room during the same week, my original payment could transfer, but I'd have to pay higher rates. It feels like there's a disregard for customers and the brand's reputation! I will continue to share my negative experience since the company seems too large to care about customer satisfaction!
The cruise was a major letdown. We booked a stateroom with uncomfortable beds and terrible pillows. The food was subpar, with better options available for extra charges. The coffee and tea were also disappointing, but you could buy better coffee at the bars. The cruise felt like a constant upsell attempt. There were no added benefits for booking a stateroom, and no movies shown in the indoor theater. Be warned that booking with the company may lead to constant upselling throughout the ship. This was my first cruise, and it was a complete disappointment.
I've traveled extensively but never experienced a cruise until last week, and it was not a good one. The service felt like it was trying to extract every penny possible, with premium pricing for mediocre value. The whole experience resembled an RSL club at sea, with long queues and overcharging. Employee engagement seemed minimal, with some staff appearing disinterested. The bathroom in my cabin was unpleasant, and the lights didn't work. The app was poorly designed, making it hard to plan activities. While the food in the upscale restaurant was decent, the service was lacking. Prices for soft drinks were exorbitant, and the provided coffee was terrible.
I had to cancel due to family medical reasons with eight months' notice. I didn't sign up for any special promotion, and yet there was no refund and an additional charge for which I'm still unsure. I strongly advise against booking with the company.
This ship is in dire need of retirement. It's old, dirty, and poorly maintained. The cleanliness across the ship is unacceptable, and I felt uncomfortable using the pool. The kids' club was overcrowded, and the beds were incredibly uncomfortable. After one night, I woke up with aches all over my body. The constant smell of marijuana was shocking, especially on a 'family' cruise, and staff seemed to ignore it. The noise from partying guests made it impossible to sleep. This was not a vacation, but a nightmare. I will not be returning.
I traveled with a family group and was assured by the sales team that evening dining together would be arranged. Unfortunately, this promise was not kept, and we faced numerous challenges securing group seating. On one occasion, we were directed to an occupied table, leading to an embarrassing situation. The company later admitted incorrect information was provided but declined to classify it as mis-selling. A goodwill gesture was offered, but it did not reflect the disruption caused. While the waiting staff were courteous, poor communication and broken promises overshadowed the experience. I have escalated this matter for further action.
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Passenger cruise line offering destinations worldwide, one of several homeported in Miami. Online schedule, map and directions.
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