- Report: #346393
Complaint Review: Carnival Cruise Lines - CARNIVAL CONQUEST - The Prison Ship - Miami Florida
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Carnival Cruise Lines - CARNIVAL CONQUEST - The Prison Ship
3655 NW 87th Avenue Miami, 33178 Florida, U.S.A.
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Carnival Cruise Lines - CARNIVAL CONQUEST - THE PRISON SHIP RUINED VACATION, NO CUSTOMER SERVICE, TAKE YOUR MONEY AND GO NO WHERE Miami Florida
We (my wife and I) booked a Western Caribbean cruise directly with Carnival Cruise Lines. The total vacation cost was slightly more than $1500.00. With our excursions and on board purchases our total outlay was over $2300.00. Customer service was non-existent on this cruise with failures to delivery advertised service experienced almost daily.
On December 9th the embarkation day we stood in line for over 5 hours waiting to board. We saw no Carnival staff during that time, there were inadequate explanations for the delays. Carnival did provide us on board credit of $30.00 for the delay. We did not depart that day as scheduled and did not depart until after 1:00 P.M. the next day. The excuse given was fog, but other commercial ships entered and departed the Port of Galveston while we were waiting to leave.
Because of this delay, Carnival canceled our first port-of-call, Jamaica. A $75 dollar/per person on board credit was provided for this change to the itinerary. Two days into our cruise Carnival canceled the second port-of-call, Grand Cayman, because of Tropical Depression Olga a storm that did not hit Grand Cayman. So we spent our forth day at sea sailing to Cozumel. After leaving Cozumel Carnival announced wed be stopping on the sixth day of the cruise in Progresso. This stop was supposed to be a substitute for Grand Cayman what a joke. Progresso was a dump nothing to see or do, just a poor excuse for a port-of-call to allow Carnival the option of not reimbursing us for another missed port.
Aside from the fact that we only visit one of the three ports-of-call promised, the customer service on this ship was non-existent. The staff was surly, rude and indifferent to the fact that our vacation had been ruined. When calling for in-stateroom repairs we were met with excuses and reasons why they would not fix problems such as AC outages and burned out light bulbs. House cleaning was shoddy food and debris could stay on hallway floors for several days. You could not find a place on the ship that it didnt smell of tobacco. House cleaning never cleaned the balcony we found vomit and cigarette buts from the upper decks on our balcony daily and requests to clean that area were ignored.
Entertainment was marginal, almost moronic. But it was provided. Activities included hairy chest contest and equally sophomoric high school like activities.
The one high point was the food and service at the fine-dining rooms this was near perfection.
At the end of our cruise we were literally kicked out of our stateroom before our floor had been call to disembark. We were literally told get out; we have to clean for the next cruise. When we asked where we were suppose to go the answer was I dont care, just get out.
Our complaint in a nutshell is this: We were told lies daily about port-of-call changes and we were not given fair opportunities to disembark at the beginning of this cruise. When we asked about Carnivals guarantee, we were told that we could disembark at Cozumel, that airfare from there to Huston would be provided (our car was at the Port of Galveston), and that they could not guarantee when we would fly out of Cozumel so our hotel length of stay and costs would be our responsibility. And finally, the pitiful compensation for this seven day cruise to nowhere was totally inadequate, a total of $180 for two missed ports-of-call and standing in line for 5 hours to initially embark.
We felt like we were on a dirty prison ship, not knowing what disaster would occur next. Never in our adult vacation experiences have we been treated so poorly
Texas Bill
Kerrville, Texas
U.S.A.
On December 9th the embarkation day we stood in line for over 5 hours waiting to board. We saw no Carnival staff during that time, there were inadequate explanations for the delays. Carnival did provide us on board credit of $30.00 for the delay. We did not depart that day as scheduled and did not depart until after 1:00 P.M. the next day. The excuse given was fog, but other commercial ships entered and departed the Port of Galveston while we were waiting to leave.
Because of this delay, Carnival canceled our first port-of-call, Jamaica. A $75 dollar/per person on board credit was provided for this change to the itinerary. Two days into our cruise Carnival canceled the second port-of-call, Grand Cayman, because of Tropical Depression Olga a storm that did not hit Grand Cayman. So we spent our forth day at sea sailing to Cozumel. After leaving Cozumel Carnival announced wed be stopping on the sixth day of the cruise in Progresso. This stop was supposed to be a substitute for Grand Cayman what a joke. Progresso was a dump nothing to see or do, just a poor excuse for a port-of-call to allow Carnival the option of not reimbursing us for another missed port.
Aside from the fact that we only visit one of the three ports-of-call promised, the customer service on this ship was non-existent. The staff was surly, rude and indifferent to the fact that our vacation had been ruined. When calling for in-stateroom repairs we were met with excuses and reasons why they would not fix problems such as AC outages and burned out light bulbs. House cleaning was shoddy food and debris could stay on hallway floors for several days. You could not find a place on the ship that it didnt smell of tobacco. House cleaning never cleaned the balcony we found vomit and cigarette buts from the upper decks on our balcony daily and requests to clean that area were ignored.
Entertainment was marginal, almost moronic. But it was provided. Activities included hairy chest contest and equally sophomoric high school like activities.
The one high point was the food and service at the fine-dining rooms this was near perfection.
At the end of our cruise we were literally kicked out of our stateroom before our floor had been call to disembark. We were literally told get out; we have to clean for the next cruise. When we asked where we were suppose to go the answer was I dont care, just get out.
Our complaint in a nutshell is this: We were told lies daily about port-of-call changes and we were not given fair opportunities to disembark at the beginning of this cruise. When we asked about Carnivals guarantee, we were told that we could disembark at Cozumel, that airfare from there to Huston would be provided (our car was at the Port of Galveston), and that they could not guarantee when we would fly out of Cozumel so our hotel length of stay and costs would be our responsibility. And finally, the pitiful compensation for this seven day cruise to nowhere was totally inadequate, a total of $180 for two missed ports-of-call and standing in line for 5 hours to initially embark.
We felt like we were on a dirty prison ship, not knowing what disaster would occur next. Never in our adult vacation experiences have we been treated so poorly
Texas Bill
Kerrville, Texas
U.S.A.
2 Updates & Rebuttals
Michael
Summerland Key,Florida,
U.S.A.
My Take
#2General Comment
Mon, January 31, 2011
For the most part,I have to agree with Emily. Changes to cruise itineraries are not completely uncommon. Weather and unforseen situations delay or re-route cruise ships all the time. The original ports were not "promised" as claimed. They were intended. The cruise contract, which is signed by all passengers, clearly states the itinerary is always subject to change. Because of this, Carnival was under no obligation to give the on board credit.
Grand Cayman is a tender port, not docked. This port is one of the most vulnerable to weather in the Caribbean. It is also one of the most visited. If this Carnival ship was detoured, I guarantee at least 2 more ships were also re-routed.
As for the embarkation port, no, Carnival does not own the port. That said, they are still supposed to have workers in the port to assist with the check-in process and address any problems that arise. If they had no one there to address the delay issue, that is certainly bad on them.
I think every other complaint is well justified.People are attracted to Carnival because of the cheap prices, but don't always realize you get what you pay for. Cheap, dirtyrooms in disrepair isa common complaint.
Emily S
United States of AmericaTo be fair
#3Consumer Suggestion
Mon, January 24, 2011
I have sailed with Carnival three times and can lend some insight here. A few of the things mentioned in the report cannot be excused (staff refusing to clean or replace bulbs, etc.), but others are being judged unfairly.
Port of Galveston - The reason you didn't see any Carnival staff at the port is because the port is not staffed by Carnival. Carnival simply pays a fee to dock and board passengers at the port. It is owned and operated by the Port Authority of Galveston which has its own staff and board of trustees.
Reimbursement for Missed Ports - The refund you receive when your ship misses a port is the port fee that Carnival pays to the owner of the port for permission to dock there. Although it is understandable to be disappointed at going to a port you weren't interested in when you thought you were going to a better one, it wasn't an attempt by Carnival to avoid refunding your port fees because Carnival doesn't keep those fees anyway. Carnival was actually trying to make the best of a bad situation by finding a port that was close enough to your ship's location and wasn't affected by weather, by finding a last-minute port to dock in so you weren't stuck on the ship another entire day. Weather is unpredictable and your cruise contract makes it very clear that they can't guarantee you'll make all the ports.
More on Missed Ports - Grand Cayman in particular is a hard port to make if there is bad weather anywhere in the Caribbean because it is a "tender port" - the water is not deep enough for the cruise ships to dock at, so they have to drop anchor a mile off the coast and ferry you onto the island in small boats called tender boats. If there is bad weather anywhere in the area the waves are too big for the tiny tender boats, so the port has to be skipped. One of my cruises missed Half Moon Cay in January '09 for this reason. Trust me that Carnival is not looking to cancel your ports just to screw you over - it costs them more when you're on the ship a whole extra day eating food, making messes, and using services; if you miss a port it's because the conditions weren't safe.
Debarking Process - On debark day, Carnival policy for as long as I've been sailing with them has always been that you have to be out of your cabin by 9am. If your zone hasn't been called to debark yet, the buffet/dining room on Lido deck stays open and serves food until the last passenger is off the ship. This information is broadcast on the Carnival channel on your cabin's TV for at least a day or two before debark day (if not all week), and is also on the printed materials they give you the day before debark.
I agree that your complaints about the poor steward service are justified, but many of your other complaints are things where Carnival had no control and/or you were notified in advance to expect.
