Passenger Complaint 04/17/18 – Carnival Cruise Line BBB Review April 17, 2018. Was recently on the Splendor from March 31-April 6, this was by the far the worst cruise experience we have ever had. We cruise annually, and this was the first time our room flooded. I saw the water coming out of the toilet (appeared to be from the back, spraying out), I immediately called the steward on the phone and stressed that water was coming out and it was flooding. I said I am going to leave, but come quickly. I left as I did not want to stay in a flooded room. Came back a couple hours later and 4 gentlemen were now vacuuming the water in the room and had those large fans running. The water flooded our entire room, the hallway, and the rooms on each side of us which happened to be my in-laws, and sister in laws. We were very upset, and they sent us to guest services. To make a long story short…they offered a one day credit, and a free excursion. The room was flooded for days, and the fans went all week, and by the 3rd day the rooms was smelling like mildew and musk. Our other two rooms had fans running all week as well and they were only offered one day credit for 1/2 a day credit. That is absurd. We feel that we needed a full refund. For all the inconvenience. I know on day two they offered us another room, and we eventually took it, but had to move away from our family. Our father was diagnosed with terminal brain cancer, and he wanted to do a family cruise and be near each other, and my sister in law is a single mom, and needed help with the kids. When we booked the cruise, we chose to have our rooms next to each other. Now I know why I typically cruise with RC, look at all the negative reviews on BBB. I am extremely dissatisfied with the level of customer service we received with all the inconveniences. I good keep on writing, but it still makes me so sad, of all that went wrong for our “family cruise.”
Good morning: Thank you for sharing Ms. *** review with us. Given the circumstances, we can understand why this cruise was so important to her family and we regret to read of the disappointments that transpired this time around. Our aim is to provide our guests with a fun and memorable vacation; and realize that a cozy cabin is fundamental while our guests enjoy a great cruise, which is why we are so sorry to hear that she wasn’t fully satisfied during her voyage. Concerns of this nature can be due to unforeseen circumstances which we do hope will not occur during any sailing. However, if maintenance is necessary, our staff works diligently to rectify the problem as soon as possible. We apologize for the inconvenience she and her family encountered and have made sure that her feedback was shared with the relevant managerial team members as part of our drive for continuous improvement. It was saddening for us to know that our Guest Care Department did not have the opportunity to speak with her before she posted her review. In our research though, we see that our shipboard team members made best efforts to make their family as comfortable as possible. Our records show that they were booked in cabins 6441, 6439, 6443, and 9203. When a ship is sailing close to capacity, finding cabins next door to each other can prove to be quite a challenge. However, our Guest Services Associates worked very hard and offered cabin numbers 9291, 9295, 8237 and 6393; this was in addition to the partial refunds and complimentary shore excursions. We know the location was not where they would have liked, but these cabins offered rest and relaxation in dry staterooms. While we too share her disappointment, are unable to honor her request of a full refund. We know this is not the answer Ms. Sarver was looking for, but trust you understand Carnival’s position regarding the matter.