Very poor management and very disappointing service on Costa Fortuna
Our experience on the Costa Fortuna was very disappointing and far below what one would expect from a cruise.
Problems started from the beginning. On the first day we got trapped inside an elevator, and the day before departure the main elevator had no light. In neither case was it a drill, which was quite worrying.
On another occasion the toilet in our cabin got blocked. I was calling reception for approximately 55 minutes on hold before someone answered. When the maintenance technician finally came, instead of simply fixing the problem, he repeatedly insisted that the repair had a cost and that we could pay him directly so that he would not report it. We found this completely inappropriate.
At the laundry service they ruined a brand new top by discoloring it and did absolutely nothing about it. They said they do not accept complaints and even told us that in Italy this “does not exist”.
There was absolutely no phone coverage, not even when the ship was in port, so anyone who needs to work during the trip should be aware of this. It is better to choose another cruise line.
The overall organization of the ship and the customer service left a lot to be desired during the entire trip. Many employees seemed unmotivated and unwilling to help. Several staff members told us they earn around $600 per month. There were workers from South America, India and Europe. I assume the Europeans earn more, but in any case the level of service was very poor.
In the cabin there was only one power outlet for everything. We had to unplug a lamp just to charge a phone.
Each of us received one very small pillow, not even the size of the bed. The towels were faded and all different shades of blue.
On the ceiling there were wooden blocks holding the upper bed and the lamps were full of insects (photos attached).
I understand that technical issues can happen on a ship, but the way they were handled and the lack of professionalism made the experience extremely disappointing.
The furniture was in poor condition, the wallpaper in the cabin was peeling, and the cabin itself was very dirty from long-term neglect. It was clear that only a very superficial cleaning is done. The buffet windows were dirty the entire week and never cleaned, there were pieces of food on the window ledges, the carpet was disgusting, and the food was very poor. I could honestly continue listing problems for hours.
I absolutely do not recommend this cruise. The overall behavior of the company was extremely unprofessional.
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