I sailed on Costa Toscana in November 2025 and had an incident at the L’Oliveto restaurant (Deck 5) that completely changed my view of Costa - and the way Costa handled my complaint afterwards was even worse.During the afternoon snack service at around 5:13 pm, a waiter (identified to me as Roy Pradip) came to our table, said only “dinner is next” and removed the plate directly from in front of my girlfriend while she was still eating. No “may I?”, no check that she was finished, and no basic courtesy.He then did essentially the same thing to at least five other nearby guests who were also still finishing their food. People were clearly shocked and uncomfortable. When I asked for his name to report the matter, he left the area immediately, which only made the whole interaction feel more disrespectful.Shortly after, the supervisor (Marisa Salangsang) came to the table and said something along the lines of: “Good afternoon, we will have dinner soon and we need to prepare for it so I would appreciate your understanding.” While that sounded more polite, it did not address the core problem: plates were being cleared from guests who were still eating, with no proper communication and no apology for the way it was done.Unfortunately, this was not an isolated episode. Over the course of the cruise, I observed:Staff not yielding or giving way to guests in corridorsCrew speaking and even cursing next to guestsDirty tables left uncleared for long periodsSilverware being set directly on uncleared, soiled surfaces, which is simply unhygienicA so-called main course of five shrimps that were clearly old and completely mashed inside, which raises basic questions about food quality and handlingThis is not the service level Costa advertises and not what I expect from a ship with Costa Toscana’s profile.What makes all of this even more disappointing is my background: my father worked as a Hotel Director with Costa for over a decade. I grew up seeing what good Costa service looks like: guest-first attitude, clean and well-managed dining rooms, and professional staff. What I experienced on this cruise was the exact opposite of those standards.How Costa handled my complaint (or didn’t)I did not just complain casually at the table. I submitted a formal written complaint while onboard, with:The exact time and location (L’Oliveto, approx. 17:13)The names of the waiter and supervisorA detailed description of the service, hygiene and food quality issuesA clear list of requested corrective actions (coaching, hygiene review, quality audit, etc.)After the cruise, I followed Costa’s own instructions and emailed multiple official Costa addresses. The only responses I received were:A request for my booking number, which I provided.A request to send the same complaint again to another email address but for Portugal.I complied. After that:No case IDNo apologyNo explanation of corrective measuresNo timeline, no follow-up, no acknowledgement of the seriousness of the incidentIn other words, as of writing this review, Costa has not properly responded to a detailed, formal complaint about service, hygiene and food quality on Costa Toscana.ConclusionBetween:Plates being taken away from guests who were still eatingRepeated lapses in courtesy and hygiene in a main dining roomA shrimp main course that should never have left the kitchenAnd Costa’s complete lack of meaningful follow-up after a formal complaintI cannot recommend Costa Toscana or Costa Cruises to anyone who expects basic respect, cleanliness and professional service.I am sharing this so future guests know what actually happened, and so Costa understands that ignoring complaints is also a decision - and it speaks as loudly as the incident itself.
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