Dear MSC Cruises Customer Relations,
I am writing to formally express my disappointment regarding our recent cruise experience. Having sailed on more than 20 cruises with various lines, this voyage fell significantly below expectations in both quality and value.
While there were some positive aspects, the overall experience did not reflect the standards we anticipated from a European cruise line or the premium pricing we paid.
Dining & Beverage Concerns
• At Hexagon Restaurant, after waiting over 30 minutes for service, we were eventually told to relocate due to my wife’s gluten-free and dairy-free dietary needs. Unfortunately, we never received proper service and never went back.
• Breakfast room service was extremely limited, the coffee quality was poor, and even basic gluten-free accommodations such as GF bread were unavailable.
• Buffet items were not labeled with basic allergens, which is concerning for guests with dietary restrictions.
The beverage program was particularly disappointing:
• The Premium Drink Package did not include drinks at certain venues, including Elixir Lounge and the Gin Project.
• No Angostura bitters were available, and bartenders would not prepare an Old Fashioned in the pool areas.
• Liquor options were limited even with the premium package.
• Wine selections on standard menus were underwhelming and below what we would expect on a European cruise line.
• Lounges did not open until 5:00 PM, limiting daytime options.
• Many bar and lounge spaces lacked intimacy, adequate seating, and atmosphere, they could use live musicians performing like most cruise lines have.
Overall, the beverage package was the poorest quality and value we have experienced across 20+ cruises.
Ship Design & Atmosphere
The main lounge layout felt awkward and poorly designed compared to other ships we have sailed. Public spaces lacked inviting, comfortable gathering areas with live music.
Excursions
One of our excursions was cancelled last minute, forcing us to scramble to find an alternative.
Customer Experience & Value
After booking, the overall experience felt increasingly transactional, with constant upselling and “nickel and diming.” Due to circumstances around our booking, we were effectively forced into last-minute arrangements at a high cost. I would have preferred to pay more upfront rather than experience continual add-ons and upgrade pressure.
Additionally, prior to this cruise, a cancelled sailing required over 13 hours on the phone across three days, with considerable runaround and frustration.
Positives
I do want to acknowledge the outstanding friendliness of the staff. Our room steward was excellent—attentive, professional, and helpful.
Specialty dining venues were strong highlights:
• Mexican restaurant – well worth the upcharge
• Butcher’s Cut – limited menu but good quality and worth the upgrade
• Garden Kitchen – enjoyable and worthwhile
• The Speakeasy – excellent atmosphere, music, and drinks
Embarkation and disembarkation were smooth, and elevator operations were efficient.
However, when weighing overall cost versus value, this cruise represented the poorest return on investment we have experienced.
Given the above concerns, I respectfully request that MSC review our sailing and provide appropriate compensation in the form of onboard credit or future cruise credit.
We genuinely want to understand MSC’s approach and whether these experiences reflect brand standards or isolated operational issues.
I look forward to your response.
Sincerely,
Robert Phillips
Claim your business profile now and gain access to all features and respond to customer reviews.
MSC Cruises is the leader in the Mediterranean cruise market. Our modern fleet comprises 12 magnificent ships. The fleet cruises year-round in the Mediterranean and the Caribbean as well as seasonally in Northern Europe, the Atlantic Ocean, South America, South Africa and Abu Dhabi, Dubai and Oman. Come sail with us!
