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Report: #248949

Complaint Review: Royal Caribbean - Miami Florida

  • Submitted:
  • Updated:
  • Reported By: Locust Grove Georgia
  • Royal Caribbean 1050 Caribbean Way Miami, Florida U.S.A.

Royal Caribbean ripoff for junior suite - There was mold all in the shower and tub. No one in guest relations could resolve the problem, they could only say, "We have no more rooms". Cleaning the tub would have been nice. Ripoff Miami Florida

*Author of original report: Royal Caribbean's cleaning staff

*Consumer Comment: This is unusual for RCI- at least, based on my experience.

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Upon entering our room we noticed a musty smell. We had a balcony suite, so we opened the doors. We soon found the source of the problem. There were patches of mold all around the tub. We went to guest relations and were told to that WE must call housekeeping. There were no other rooms on the ship, so we could not be moved. Now we paid more because we wanted a tub in our room. After many phone calls (never saw housekeeping) and trips back to the guest relations center, nothing was done. We found our steward, (he never appeared until the last day - probalby looking for a tip)and he told us he would call housekeeping. The bathroom was NOT cleaned all week. There was a loose vent that had dirt and paper that was there all week. No, they didn't bother to sweep the floors either.

My complaint is 1)no one paid any attention on the ship to our complaints. The bathroom/tub was never cleaned. Some comet and a scub brush would have resolved the problem. We had to go elsewhere to take a shower.

After notifying our travel agent (who told us it would take 45-60 for a response from the company), I called Royal Caribbean customer relations. I also e-mailed pictures of the condition of the tub and bathroom floor. The lady on the phone immediately offered me a discount on my next cruise with them. I told her I did not want any discount, I wanted an apology and an explantion for the unsanitary condition of our bathroom and why no one on the ship responded to assist us. Well, I later received a letter that the situation would be reported and enclosed was a $500.00 credit toward my next cruise. My travel agent tells me this is standard for the cruise lines and I should be thankful they sent such a "large amount"! Well, I am not thankful. We spent half our time in this smelly room. If they would refund half our cost, that would be acceptable.

The cruise lines have you once you get on the ship. There is nothing you can do but wait to get off.

Susan
Locust Grove, Georgia
U.S.A.

This report was posted on Ripoff Report on 05/16/2007 05:23 PM and is a permanent record located here: https://www.ripoffreport.com/reports/royal-caribbean/miami-florida-33132/royal-caribbean-ripoff-for-junior-suite-there-was-mold-all-in-the-shower-and-tub-no-one-248949. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#2 Author of original report

Royal Caribbean's cleaning staff

AUTHOR: Susan - (U.S.A.)

POSTED: Wednesday, May 30, 2007
This was only our 4th cruise and the first with Royal Caribbean. I appreciate your suggestions to find the steward did he did not show himself all week. Our bed was only turned down the last night and I think housekeeping was on strike too! No one was falling over themselves to assist us in any way. We were only told this was the only room they had available. Did I say it was a junior suite? Some suite.

Several other people have told me they have had no problems with RC but none have been on Soverign of the Seas. I think this is their oldest ship. Regardless, we could not take a bath/shower for the entire trip in our room and had to impose on our friends. We were on a "group" tour and had several friends/coworkers on board, all of which will never cruise with RC again.

I'm just not understanding the response or lack of response during the cruise and now after the fact. We were ignored during our cruise and I feel we are being ignored now. I asked for the Captain of the ship several times, don't laugh I just had no idea that there was a hotel manager on board.

I have tried to get the phone number of the president of RC to no avail. One customer service lady told me she was the top of the line. When I asked her who signed her paychecks, she refused to tell me. I can't get past customer service. If I were running this company, I would want to know the conditions and service on board all the ships. This was a nightmare vacation and someone in authority should be aware of how quest are being treated.
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#1 Consumer Comment

This is unusual for RCI- at least, based on my experience.

AUTHOR: Michael - (U.S.A.)

POSTED: Wednesday, May 30, 2007
I am a frequent cruiser and the majority of my journeys are with Royal Caribbean. In total, I have cruised with RCI 29 times, and in total, I've cruised 35 times. I only say this to point out my history with the cruise line. I am not saying that this did not happen the way Susan explained it. Obviously, I was not there. But I have yet to experience this sort of neglect on one of RCI's ships.

On the rare occasions I had housekeeping issues, or any other issues, the staff were tripping over themselves to help me and the matters were resolved within an hour or so. I have never asked for some sort of assistance and not recieved immediate help.

One thing I can't imagine is not seeing the room attendant until the last day. Every single cruise I've been on, I've run into them in the hallways at least twice a day.

Another curiosity is the point Susan made about showering elsewhere. Where did they shower if not in their room? Perhaps they had friends or family in another room. Otherwise, I can't think of another place to shower.

Remember, if one person does not give you the service you expect, there is always someone higher to complain to. If the room attendant did not help with mold in the shower, Susan should have gone straight to the ships Hotel Manager.

Cruise lines operate between 10 and 30 ships, each carrying 1000-4000 people a week. With those numbers, someone is bound to have a less than desirable experience. But from my multiple experiences with this cruise line, I assure everyone this neglect of service is extremely rare.
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