Carnival Cruise Line BBB Review January 29, 2018

Carnival Cruise Line BBB Review January 29, 2018
Carnival Cruise Line BBB Review January 29, 2018

Passenger Complaint: Carnival Cruise Line BBB Review January 29, 2018 – “Hello, I recently booked a 5 day cruise with Carnival Cruise Lines. Even though the cruise I booked has not departed I have already had an extremely disappointing experience with them. I booked my cruise 1 year ahead to ensure the perfect rooms for myself, husband, and 3 young children. I received a confirmation outlining the connecting ocean view rooms I booked. To my shock, I called 3 weeks later regarding a dining reservation and by sheer and utter coincidence I find out that Carnival unprofessionally, inconsiderately, and with NO REGARD FOR CHILDREN’S SAFETY moved the room my children were set to sleep in down the hall, away from their parents, and in a connecting room with complete STRANGERS! No one got my approval! No one even had the courtesy to notify me! Are you kidding me? This could have gone completely unnoticed until boarding day. I am baffled to think that some one thought it was okay to move a four year old and two minor girls to a separate room that connected with complete strangers! To make matters even worse I was told the reason they did it was “spoilage” which translates to they took my reserved room because they could make more money off of it by selling it to someone with more guest. Wow… I’m speechless. I was also told that because the booking was under an adult name they didn’t see it as separating the children. So…. it was okay to split a family’s reservation in half and move them? Separate husband and wife or separate one of the children from their siblings and mother for 4-5 nights of a “family vacation”? After two phone calls and a long time on the phone, the issue was resolved but besides the girl that answered the phone no manager ever got on the phone even though I requested to speak to one. Notification and their apology would have been nice. I have to say I do not trust the way Carnival does business and would be very weary of ever booking anyone I know with them. I am truly disappointed. No common courtesy or common sense for that matter. Splitting up a families confirmed reservation with no regard or consultation. The only thing that was on their mind was making more money.”

Carnival Cruise Line Response: “Good day, Thank you for allowing us the opportunity to respond to Ms. *** complaint. Please be assured, the goodwill of our guests is very important to us and we are responsive to any problem that is brought to our attention. We are sorry to hear they were not notified when their cabin was changed due to occupancy restrictions set on the sailing. Normally, a confirmation is sent showing the cabin change. Their comments are very important to us and have been forwarded to the appropriate department to ensure corrective action is taken as warranted. In review their bookings we show this has been resolved by our call center. Please understand the cabins on our ships are not like a hotel rooms where you can put as many people in one room as you want. We do have a maximum passenger count on each ship that we cannot exceed. At times we do have to place restrictions on sailings in order not to spoil berths, especially on holiday sailings. We are governed by US and International Maritime Safety at Sea laws. These laws require that every guest have a seat in a life boat, and a life jacket in their cabin which is x number of feet from their muster station. That is why occupancy is set on a per cabin level on every ship on every cruise line. We certainly understand her disappointment and apologize for any frustration this has caused. We truly value their business and appreciate them choosing Carnival. Kind Regards, *** Carnival Cruise Line Miami, FL”