Complaint Review: Carnival Cruise Lines Melvin Palomino - Miami Florida

The Following is the letter I wrote to Carnival's CEO.

"I have just returned home after taking one of Carnival Cruise Lines trips to Bermuda. The Carnival Triumph left out of Charleston, SC on May 29th. The reason for this letter is to express my dissatisfaction with the accommodations that I received. My wife and I took our two sons and my mother-in-law and booked two cabins. The cabins we were assigned were in the very back of the boat on the bottom level. The noise levels and vibrations in these cabins were unbelievable. Everything in them was rattling and squeaking.

The first evening at sea the noise was tolerable but the second evening I awoke thinking the ship was coming apart. I laid there for a little while until I could stand it no longer. I then went to the purser's office to make sure everything was all right and to complain. At first, a security guard was called to check on the noise and he accompanied me to my cabin to investigate the problem. As we rounded the hallway, my mother-in-law met us and asked what was going on? I told her I was wondering the same thing as well.

As we neared the cabins the noise and vibrations began to increase dramatically. The security guard told us this was the normal noise from the propellers. The three of us then went back to the purser's office and were told there was nothing that could be done, as all of the other cabins were booked.

I started getting angry at that point. After spending nearly $5000 to take my family on vacation I have a room I can't sleep in. I was then offered earplugs to help deafen the noise. I told the purser, Florentina Popa, that after spending the amount of money that I had to take the cruise, I shouldn't have to wear earplugs in order to sleep. No one told me beforehand that I would be sleeping on top of the propellers and that the room would be a vibrating cabin. You never know, some people might pay extra for that luxury, unfortunately I'm not one of them.

My mother-in-law and I went back to our cabins at that point, without the earplugs. After lying in bed for five or ten minutes, getting angrier and angrier, I returned to the purser's office. The purser was on the phone with someone else complaining about the noise. I asked her if other passengers had complained about this problem and she said every week she receives complaints about it. I told Florentina that I would just stay there and keep her company as I had no where else to go and I couldn't take the chance on waking my wife who luckily hadn't woken up. She was very nice but told me there was nothing that could be done to remedy the situation. She told me I would be compensated somehow but at the moment she could do nothing.

I walked out to the railing and sat on a chair for a little while cooling off. After a short time I decided to try the earplugs and went back inside. Ms Popa told me then that if any cabins became available when we left Bermuda because of passengers disembarking that we might be able to move then.

When we left Bermuda I inquired about the change availability and was told no one had left the ship but that we would not be cruising full speed so the noise and vibrations should be minimal. This was not correct as the problem was as bad as ever.

I really feel I was made to pay for a couple of sub-par rooms. These were booked well in advance of the date as well. If I had been made aware of these problems beforehand I wouldn't have booked them or upgraded to a quieter room. This situation almost ruined an otherwise enjoyable family vacation.

Ms. Popa offered a fifteen percent discount on a Carnival Cruise in the future but I feel that is not adequate compensation for the loss of sleep and aggravation my family had to endure. In reality, that is not compensation at all but an incentive for me to pay for another cruise for which I may or may not be happy with. I do not feel I am being unjust in this request. If you like, I can send you a video copy of the noise and vibration I recorded on my video camera to prove my point. In addition, I talked with several other passengers in nearby cabins who were also complaining and would lend credence to this claim."

The Response from Carnival after five weeks was that their initial gesture was fair and equitable. Needless to say I don't believe I will give them any more of my money. If I ever go on another cruise it will be in a cabin in the middle of the boat.

Ron

Greenville, South Carolina