Carnival Cruise Line BBB Review March 15, 2018 – Hello, first let me say this is my 4th group cruise where I have always brought more then 50 people with me and we have always had great experience wonderful representatives and amazing time. However this last trip has my stomach in knots and a few times had me literally in tears… our planner good job, groups dept good job, THE EVENT PLANNING DEPT HORRIBLE TREATMENT… I planned this trip with carnival in 2016.march of 2017 according to event planning is when I made them aware that I would be renting space for my black tie masquerade cocktail party which by the way we pay for and is absolutely understood, as well as a old timers day party… I also bring my own dj who by the way is a Radio DJ that cost my group ALOT lot of money. previously we had to pay Carnival 25.00 per party for set up ( their person come in & plug his laptop and mixer to their outlet)… fine we never had a problem… I HAVE HAD A FEW EVENT PLANNING REP’S due to them changing for whatever reason NEVERTHELESS THIS LAST ONE ***** ***** has been nothing but ****, she is not accommodating all she does is knock down everything we wanted to do, she actually told me I had to have my BLACK TIE COCKTAIL AT 8AM again that 8am, although that has changed to 10:30 now 12:30 thanks to her supervisor, but in Feb. you gonna tell us that we have to pay 100.00 a hour for my dj to play,because ***** ***** SAID A DJ IS CONSIDERED A PERFORMANCE, I HAVE HAD 3 OTHER REASONS WHY IT WILL COST ME 100.00 PER HOUR BY HER SUPERVISOR AND **** FROM THE ENTERTAINMENT DEPT…I just want someone to listen to the phone conversations specifically the conference call we had on the FEB 8TH I believe could have been 9th. then you tell me unless he bring his own equipment from ny then you will charge 25.00, ok so now my dj says no problem I have nice small speakers that will accommodate the space and now you don’t know if that is possible…. I WANT TO CANCEL OVER 100 PEOPLE SO BAD,…. BUT they are looking forward to this trip since our previous trips were wonderful however, they all don’t know what the event planning dept has put us through…I didn’t mention all the other things that have transpired the inconsistency with this woman and that dept… I am trying my best to stay calm…. IT HAS BEEN A NIGHTMARE ….I PAID OVER 3000.00 FOR THE DJ… i’m not asking for money or anything different that what I have been doing AND I understand that rules policies change…NO PROBLEM, something is definitely wrong I actually feel that she has a personal problem and want to prove a point… oh and she cancelled my masquerade party that I have had each cruise.. NO MASKS SHE SAID, I understand that as well I would not want to get on a ship and see people in masks but we are 90A% retirees and we are in gowns & tuxedos, with mask that only cover our EYES., SOMEONE SHOULD REALLY CALL ME CONTACT ME BECAUSE I HAVE ALOT OF GUEST AND NOT ONLY THOSE THAT ARE BOOKED UNDER MY NUMBER, I ALSO HAVE GUEST THAT ARE EVENT PLANNERS WHO ALSO GIVE CARNIVAL WEDDINGS AND PARTIES….. YOU MIGHT WANT COME UP WITH A RESOLUTION..I WOULD LOVE TO CONTINUE WITH CARNIVAL…. please excuse my caps I don’t have my glasses..HAVE A GREAT DAY. I PROMISE TO UPDATE THIS REVIEW IF THERE IS A RESOLUTION,
Good day, Thank you for allow us to respond to Ms. *** review. We have provided information from our Group Event Planning Department below. It appears this has been resolved. We have documentation on the reservation of a call from Mrs. *** 03/01/2017 to the Event Planning Department inquiring about reserving space for her events. The event planner who took this call advised that since the Vista was a new ship requests for private events were being reviewed by the shipboard team closer to the sail date and scheduled based on availability. The event planner took her request for 3 events and sent Mrs. McBeth a Performance Request form along with a Carnival Entertainment Brochure. Please note we do not rent space for events. We provide venues to our guests for their events as a courtesy, as long as they have a minimum of 20 guests. For events qualified as parties or social gatherings we require that they purchase one of our beverage packages. Any group bringing an entertainer is required to complete a performance request form. These forms are reviewed by our Entertainment Department to determine if we can accommodate their technical requirements and whether fees will apply or not. The first page of our Performance Request form includes the below information regarding fees: â¢ Upon reviewing your request, we will advise of any special service requirements and/or additional fees that may apply depending on your group’s technical requirements. For example, should Entertainment Technicians be required to assist your group with sound and/or lighting during performances, a service fee of $100.00 per hour or part thereof per technician (subject to change without previous notice) will be charged and must be paid prior to sailing. The event request we received in March 2017 was scheduled by the shipboard team based on availability. *** communicated the times the ship approved to Mrs. *** She shared her dissatisfaction and *** reached out again to the ship trying to accommodate better times. Shortly after *** received the group’s performance request on 02/07/2018. The form was processed according to our guidelines. *** reviewed the form and submitted it to Entertainment Technical team. The form noted that the event was a Black Tie Affair Masquerade Dance. We don’t have any record if this information was shared to another event planner prior to her submitting the form. It is ***’s responsibility to communicate Carnival’s policy regarding the use of masks on board our ships. For safety reasons we do not allow guests to wear masks on board. As a result of this information Mrs. McBeth was escalated to me and I confirmed this safety policy as well as the fact that our space on board was limited and the schedule *** had confirmed was what the ship provided. I also tried to get a better times from the ship and the best we could offer was to start one of her events at 12 noon. After review of the performance request form our Entertainment Technical determined the group was required to hire a Carnival Technician for the duration of each event, since the group was requesting to plug their DJ’s lap top into our house our sound system. This service is $100.00 per hour. Mrs. *** did not agree with the fees and requested a conference call with our Entertainment Department and her DJ. During the conference call our Entertainment Manager advise the reason why a Carnival Technician was required during their events. It is our policy to require every group requesting to have equipment plugged into our Sound system to hire a Carnival Technician to ensure our sound system is handled properly. During the call we provided them the option to bring their own speakers and all equipment they needed to avoid having to pay this fee. Carnival would provide a table and power for their performances. We asked them to submit a revised equipment list for our review and final approval. The updated list was received on 03/09/18. We received confirmation on 03/20/18 that according to the new list they provided, they are now brining everything they need for their DJ to play without using Carnival’s sound system, therefor the a Carnival technician is not required and technical fees do not apply. This was communicated to Mrs. McBeth on 03/20/18 via email. We do hope that they will give Carnival another try in exceeding your expectations; we look forward to welcoming them onboard.