Carnival Cruise Line BBB Review February 3, 2017

Carnival Cruise Line BBB Review February 3, 2017
Carnival Cruise Line BBB Review February 3, 2017

Passenger Complaint: Carnival Cruise Line BBB Review February 3, 2017 – “Very unpleased customer that wants her money back I never write reviews but I had such a horrible experience that I am going to tell the whole world about my experience with Carnival Sensation. My family and I went on a cruise Thursday January 26th-Monday January 30th on the Carnival Sensation. First I have been on 5 cruises with Carnival, Royal Caribbean, and Norwegian and this has been by far the worse cruise ever that I have ever had in my life and I will NEVER AGAIN go on a Carnival Cruise line. My family was a total of 14 people and we had three suites ($2000 a piece) and two other rooms. The first day we didn’t know we couldn’t smoke on the balcony and we stopped immediately after we were told we cannot smoke on the balcony. I heard a guest say “this is going to be a long cruise” because we were playing a little music in the room when we first got on the boat and into our room. Security came to our room twice every day after that once in the afternoon and once at night stating that they keep getting complaints we were smoking in the room when in FACT we were NOT smoking in the room. Two crew members and a security officer our last night on the boat came to our room when we were walking out the room to go to the comedy show and advised they received complaints and wanted to search our room. That was the last straw for us as this now was harassment and poor service for all the money that we paid in the suites to be treated like a criminal when in fact they found no evidence of us smoking and after they searched apologized and left the room but I’m sorry an apology isn’t going to cut it. I sadly didn’t take a picture but when getting a burger for lunch I found MOLD on the TOMATO. This completely turned My family and I off from the food that wasn’t great at all. Last but not least when my sister in law was getting a drink at the bar by the casino one night, some random woman started arguing with her because my sister in law simple squeezed in the crowd to get a drink because the bar was completely crowded and the drunk lady grabbed my sister in law by the hair, got into her face, and stated that she will kill my sister in law. My sister in law immediately came back to us and we called security and they took 30 MINUTES TO ARRIVE and this is a threat as something more could of happened waiting for them to just take a report on a small piece of scrap paper and nothing be done about the woman’s behavior. She wasn’t even warned or kicked out the bar with how drunk she was. At this point I just want my money back for the horrible service that my family and I received during this time we should have enjoyed ourselves. I was in suite room number U75. I will complain to everyone that I know to warn them DO NOT TRAVEL ON THE CARNIVAL SENSATION BECAUSE IT ISN’T WORTH THE MONEY. I hope to hear back from them because I will not stop until the owner of the ship reaches out to me and gives me back my money for my troubles. Very upset customer”

Carnival Cruise Line Response: “Thank you for sharing Ms. *** comments with us. We’re truly sorry that the incidents she mentions marred her cruise vacation and prevented her from enjoying herself to the fullest on board. I apologize that Ms. *** and her traveling companions weren’t aware of our smoking policy, which prohibits guests from smoking in the staterooms, including the balconies. We work hard to make complete, accurate information available to our guests, so there won’t be any unpleasant surprises when they climb aboard. To that end, our smoking policy is outlined in our Frequently Asked Questions section, which all guests acknowledge reading as part of our ticket contract. Additionally, that information is included on the confirmation that is sent out prior to sailing. Nonetheless, I’m sorry that these guests weren’t aware of the policy. When a violation of the policy is reported, our security staff has an obligation to investigate, but I’m sorry to hear that Ms. Chacon found their efforts excessive or intrusive in any way. That absolutely wasn’t our intention. We’ve implemented strict sanitation procedures on board, and nowhere is that more important than in the food preparation and serving areas, so her comment about finding mold on her tomato are also of concern to us. That’s certainly not the kind of memory we wanted her to take home with her. I’m also sorry to hear that one of Ms. *** traveling companions’ cruise enjoyment was affected by the actions of another guest on board. Due to the sensitive nature of this incident, we’re not able to discus it with anyone other than the guest involved, but if Ms. *** sister-in-law would like to contact us at ***@carnival.com, or by phone at X-XXX-XXX-XXXX, we’ll be happy to discuss the matter with her directly. Thank you again for sharing this valuable feedback with us. We’re truly sorry that Ms. *** cruise this winter wasn’t everything she’d looked forward to, but the situations she describes aren’t typical of what a Carnival cruise has to offer. It’s our hope that she’ll sail with us again soon, so we can have the chance to earn back her confidence. Sincerely, Guest Care Specialist Carnival Cruise Line Miami, FL”