Review Time
As a seasoned cruiser with over ten voyages on various lines, I had high expectations for this trip. Unfortunately, on this particular sailing, I found myself compelled to raise concerns with customer relations for the first time. During our time on the ship, we faced multiple overnight electrical and air-conditioning failures — three nights in a row initially, followed by further issues later in the cruise. These outages left us waking up in complete darkness and oppressive heat, with no lighting, climate control, or basic cabin services. The situation was not just uncomfortable; it also invaded our privacy. Maintenance had to come in the middle of the night while we were still in our sleepwear, and we had to leave our stateroom door open to the hallway during repairs. This led to a significant lack of privacy for our family during those vulnerable moments, and the interruptions were far from brief. While the onboard staff were courteous, the same issues persisted despite assurances of resolution. What disappointed me most was the follow-up from customer relations. Given my extensive cruising background, the response to our concerns was far below what I have experienced with other premium cruise lines, especially for such a significant family trip. The cruise line excels in many areas, but there is a clear need for improvement in the reliability of key cabin systems, ensuring privacy during maintenance, and providing fair recovery options when issues arise. Additionally, the handling of our situation by senior customer relations was concerning. When we reached out for updates on repairs, the typical response was to simply ask if we needed maintenance or housekeeping again. As an experienced traveler, I expected more ownership and thoroughness from senior roles, including proper investigation and confirmation that the recurring issues were fully resolved rather than just shifting us back to frontline services. The lack of accountability contributed to the ongoing problems and diminished my confidence in the management of the situation.
We have relied on the service for years, with our most recent journey from Lisbon to Buenos Aires. They have consistently provided first-rate experiences without any issues. Clearly, they stand out among many other options, and both the main dining area and the buffet maintain a high standard.
Due to health reasons, we had to cancel a much-anticipated cruise. Aware that our deposit would need to be claimed through insurance, we sought a refund for the shore excursions and extras we had pre-paid. The customer service representative was helpful, but she cautioned us that the refund might take a while. Now, three weeks later, I called again for an estimated timeframe and was informed it takes 28-30 business days. I’m very dissatisfied—if the company can promptly take payments, why is the refund process so slow?
During our cruise on the ship, which had been dry docked a year prior, I found the overall cleanliness and room conditions lacking. The food quality was disappointing; the lamb was inedible, and much of the food was dried out. Service from a specific server left a lot to be desired, and after reporting the issue, we switched tables. We also faced issues with a norovirus outbreak that affected our experience. Though we received a kind gesture from the entertainment director, it was too little, too late. Given our past positive experiences, I'm uncertain if we will choose this company again.
Avoid this cruise line. Our family faced an emergency that required us to change our plans, but there were no refunds or rebooking options available. This was not a last-minute decision, as it happened before the final payment. We were very disappointed with the overall service.
We arrived at the port only to be delayed by five hours due to the ship breaking free. The lack of communication was appalling, and we felt poorly treated during the wait. The overall customer service left much to be desired, making this a disappointing start to an expensive cruise.
This company seems to prioritize profit over customer satisfaction. If you book through an agency, expect to be at a disadvantage. I faced difficulties booking excursions online and was locked out, forcing me to book on the ship where communication was unclear. While most staff were friendly, management appeared more focused on operations than guest experience. The lack of clear information was frustrating, and last-minute changes to docking locations created further issues for planning. Overall, it felt like the company was more concerned with its own interests.
I was very disappointed with the docking arrangements, which were inconvenient and made excursions difficult. My luggage arrived damaged and wrapped in plastic, and even though it was fixed, it raised concerns. Additionally, the entertainment did not meet expectations compared to previous cruises.
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