Liberty of the seas - huge disappointment

Welcome to Cruise Critic! If you'd like to participate on our forums by joining in the conversation, please Register Now! Be sure to visit our FAMOUS Roll Call forums, where you can meet other cruisers sailing with you and share a tour or shore excursion and SAVE MONEY!

#1
Jensen Beach, FL, USA
710 Posts
Joined Nov 2003
Our family booked the 11/8 sailing of the Liberty largely for the H2O Zone and hot tubs extending over the side of the ship. This has been a rough year as my 37 year old daughter was diagnosed with breast cancer - had radiation, chemo, a double masectomy and is taking Femara which does causes joint pain. This was to be a cruise for relaxation for this family. Her son was so looking forward to the H2O Zone. Are you ready for this - both the H2O and the hot tubs were closed 6 days out of 7. Yes - you read that right. We learned that the H2O zone had also been closed for the entire week on the 11/1 sailing.
This cruise started off horrible as we were told there had been two cases of Legionnaire's disease on the 11/1 sailing and that Customs was also checking the entire ship and we did not get to board until 2:30 pm. We were given varying answers in regard to why things were closed which ranged from - Legionnaire's, not enough children, contamination of the zone and hot tubs, etc. etc. Only on the next to last night of the cruise did we learn the truth - equipment failure. Royal Caribbean knew this when it boarded the 4000 passengers. No additional activities were offered for the children which normally would have used the Zone. If you wanted to use the hot tubs - you were SOOL - go soak in the cold pool. This was not our first cruise on RC. However - this may be our last. If RC had been honest and said it was the equipment we would not have wasted our time going to guest relations every day to inquire when things would open. I am starting to believe that customer satisfaction is second to revenue for Royal Caribbean.
#2
Somerville, Mass.
558 Posts
Joined Jan 2005
How disappointing. Were all hot tubs on the ship closed down or only the two in the solarium? Assuming it was both in the solarium, and not one?
Expand Signature
Collapse Signature
Noordam, Jan. 1998Zaandam, Dec. 2002Millennium, Nov. 2003Constellation, Nov. 2005
Serenade of the Seas, Nov. 2008
Liberty of the Seas, Nov. 2009Eurodam, Jun. 2010
Solstice, Nov. 2010
Summit, Aug. 2012 Oasis of the Seas, Feb. 2013 Reflection, Nov. 2016
#3
Silver Spring, Maryland
47 Posts
Joined Nov 2001
I don't think it was cool for them to make up a lie about the situation.
Expand Signature
Collapse Signature
#4
4,676 Posts
Joined Dec 2005
Originally posted by grammyandpoppy
I am starting to believe that customer satisfaction is second to revenue for Royal Caribbean.
Unfortunately, being a for-profit company, revenue is ALWAYS going to take priority over customer satisfaction. Only when the satisfaction falls to the level that it affects revenue will there be a change...... It is as it is.
Expand Signature
Collapse Signature
TW
~proud NOOTS~
An O through and through
#5
Jensen Beach, FL, USA
710 Posts
Joined Nov 2003
All hot tubs were closed - not just one or two. Those in the solarium and the family pool area were closed. If you wanted a soak - forget about it!
#6
Bronx, NY
339 Posts
Joined Nov 2007
WOW... this is really, really disappointing to read. It's the 2nd time I've read about the failure of the equipment and makes me scared. I'm sailing on Liberty in February and if the hot tubs are down I'll be SUPER bummed...

Experienced cruisers (especially of Freedom class) how often has this occurred?

Let's keep our eyes on this...

If I were the OP I would DEMAND OBC for the next sailing (if there is one).

PS - sorry to hear about your daughter's cancer
Expand Signature
Collapse Signature
#7
Upstate NY
12,070 Posts
Joined May 2000
Originally posted by grammyandpoppy
All hot tubs were closed - not just one or two. Those in the solarium and the family pool area were closed. If you wanted a soak - forget about it!
if all the hot tubs were closed, it certainly wasn't an equipment malfunction.
Expand Signature
Collapse Signature
Tropical - Sept 91::::::::::::::Victory - Sept 02 Review:::::::::::::Explorer - Oct 08 Review:::::::::::::::::::Carnival Liberty - Sept 13 Review
Ecstasy - Sept 93::::::::::::::Navigator - March 03 Review::::::::Solstice - March 09 Review:::::::::::::::::Independence - Feb 14 Review
Monarch -Sept 95::::::::::::::Adventure - Sept 03 Review:::::::::RCL Liberty - Sept 09 Review:::::::::::::::Explorer - Sept 14 Review
Sensation - Sept 96::::::::::::Voyager - Sept 04 Review::::::::::::Explorer - Jan 10 Review:::::::::::::::::::Independence - Feb 15 Review
Grandeur - Sept 97:::::::::::::Radiance - Feb 05 Review::::::::::::Oasis - Oct 10 Review::::::::::::::::::::::Oasis - September 15 Review
Inspiration - Sept 98:::::::::::Voyager - Sept 05 Review::::::::::::Explorer - Feb 11 Review:::::::::::::::::: Freedom - Feb 16 Review
Enchantment - Oct 99:::::::::Mariner - Jan 06 Review::::::::::::::Carnival Valor - Sept 11 Review::::::::::: Crown Princess Alaska June 16
Grandeur - Sept 00:::::::::::::Explorer - Sept 06 Review::::::::::::Carnival Legend - Feb 12 Review ::::::::
Adventure September 17
Explorer - March 01:::::::::::::RCL Liberty - Sept 07 Review::::::::Allure - Sept 12 Review :::::::::::::::::::
Grand - Sept 01 Review::::::::Carib Princess - Feb 08 Review::::::Carnival Freedom - Feb 13 Review
#8
Mantua, NJ
75 Posts
Joined Feb 2005
I was on the 11/1 sailing of Liberty. We received a letter in our stateroom (2nd day?) from corporate indicating that a passenger on the previous cruise had been diagnosed with legionaires and as a result they would have to close the H2O Zone and hot tubes. I don't think RCL was lying about legionaires as that potentially opened up an entire bunch of other problems with passengers being concerned about their health. Maybe there was a mechanical problem that did not allow them to restart the areas or they were still closed for cleaning.
#9
U.K
168 Posts
Joined Mar 2009
Thats very disappointing, I would also be upset.

Had it been a genuine cross contamination risk then I would understand RCCL putting passenger safety first not matter how peeved passengers would be - but a blatant lie is not acceptable if that indeed is the facts.

Have you or any of the passengers been offered any form of compensation? Have you written to outline your complaint?
Expand Signature
Collapse Signature
Broke my cruise virginity and sailed Liberty of the Seas November 2009 with my mum (Western Caribbean) for Thanksgiving

Finally, 8 years later, I have AT LAST persuaded my water shy hubby to take to the waves so i'm doing my 2nd cruise on Allure in November 2017...Woooohooooo . We are celebrating so many things this year
#10
USA
1,933 Posts
Joined Sep 2005
Originally posted by SeaUs
if all the hot tubs were closed, it certainly wasn't an equipment malfunction.
That's what I was thinking. Sounds like more of a health issue.
#11
Somerville, Mass.
558 Posts
Joined Jan 2005
Closed 6 days out of 7... which day were they open?

I agree with everyone else about this not being a mechanical issue, hence my question about how many hot tubs were closed.
Expand Signature
Collapse Signature
Noordam, Jan. 1998Zaandam, Dec. 2002Millennium, Nov. 2003Constellation, Nov. 2005
Serenade of the Seas, Nov. 2008
Liberty of the Seas, Nov. 2009Eurodam, Jun. 2010
Solstice, Nov. 2010
Summit, Aug. 2012 Oasis of the Seas, Feb. 2013 Reflection, Nov. 2016
#12
Queens, NY
3,848 Posts
Joined Nov 2000
I was on the 11/1 sailing and H2O and all the hot tubs were closed the last five days of the cruise (made for a relaxing pool area with ALL those kids there...) because of Legionnaires'. I find it interesting that you were told that two people were sick on OUR cruise, when we were told someone was sick on the PREVIOUS cruise.

But I can't imagine the entire H2O zone and ALL of the hot tubs had a giant mechanical failure unless every hot tub, the cantilevered ones, the one in the solarium and the ones by the pool are ALL hooked up to ONE main...thingy, as well as the H2O zone. That just seems weird, but what do I know about ship mechanics.

I also can't imagine some crew member would just blurt out a completely different story than "the official" one.

I guess we'll never know!
Expand Signature
Collapse Signature
* * * * * * * * * *

1992 - Regent Spirit
1994 - SS Norway (sigh)
1996 - Grandeur of the Seas
1998 - Grand Princess
2000 - Sea Princess
2003 - Enchantment of the Seas
2009 - B2B Majesty of the Seas

2009 - Liberty of the Seas
#13
3,485 Posts
Joined Sep 2005
Originally posted by SeaUs
if all the hot tubs were closed, it certainly wasn't an equipment malfunction.
exactly.

I also would not assume that Guest Relations had info. like any other company, my guess is communication there sucks. It's just feasible to expect all the staff to know what's going on with everything. I would not put it up to staff attempting to mislead, however.
#14
Jensen Beach, FL, USA
710 Posts
Joined Nov 2003
The hot tubs were only open on day one and day seven. The H20 Zone opened late on day six.

We were actually given a paper on boarding that said the previous cruise was the one with two cases of Legionnaire's disease and now I am reading the 11/1 passengers were being told it was the previous week.

It would be interesting to know when the problem started.

I am all for sanitation and would not want anything open for sanitation purposes. However, I find it strange that Legionnaire's disease closed the hot tubs and H20 zone. Maybe someone familiar with infection control can inform me as to why a complete and thorough cleaning would not take care of the problem in short order.

We were offered nothing - no onboard credit, no apology, no additional activities for children - just lies about malfunctioning equipment. Never again.
#15
New England
4,305 Posts
Joined Apr 2004
Originally posted by RetireeWannabee
exactly.

I also would not assume that Guest Relations had info. like any ohter company, my guess is communication there sucks, too.
I agree. Sounds like more than just equipment failure.
Expand Signature
Collapse Signature
Disney Magic 01/10/04
Enchantment of the Seas 01/22/05

MVP = Most Valuable Papi
MP- to make those rought times smooth

We got it on the MOS #155C
DTTT
#16
Miami, Florida
4,059 Posts
Joined Nov 2006
Originally posted by SeaUs
if all the hot tubs were closed, it certainly wasn't an equipment malfunction.
Exactly what I was thinking.

Based on what I'm reading, I think RCI was correct in their original explanation to you.

Nonetheless, it still sucks that this happened.
#17
10,074 Posts
Joined May 2008
So, upon arrival at the pier for checkin, if there had been signage or if someone had said the Zone and hot tubs were closed, you and your family would NOT have checked in but would have returned home?

I think not.

With so many things to do on a huge cruise ship, this is small bananas.
#18
Jensen Beach, FL, USA
710 Posts
Joined Nov 2003
Originally posted by G'ma
So, upon arrival at the pier for checkin, if there had been signage or if someone had said the Zone and hot tubs were closed, you and your family would NOT have checked in but would have returned home?

I think not.

With so many things to do on a huge cruise ship, this is small bananas.
Maybe you can tell me all the inventive ideas you have for amusing children on sea days with the anticipated H20 zone closed.

Maybe if your 38 your old daughter had endured surgery and treatments for cancer and her body ached from the necessary drugs you could understand the importance of hot tubs.

This is our 26th cruise and made us Diamond on Royal Caribbean. We are not novices and were offended at Royal's handling of this situation.

We don't live in New Jersey and it would be only a 2 hour trip home. We could have taken any ship any time and yes - we probably might have said this is not what we contracted for and returned home.

Small bananas to you - big deal to me.
#19
New Jersey
143 Posts
Joined May 2009
Originally posted by G'ma
So, upon arrival at the pier for checkin, if there had been signage or if someone had said the Zone and hot tubs were closed, you and your family would NOT have checked in but would have returned home?

I think not.

With so many things to do on a huge cruise ship, this is small bananas.
what an idiotic, senseless comment.
#20
Jensen Beach, FL, USA
710 Posts
Joined Nov 2003
Originally posted by BETEP
what an idiotic, senseless comment.
I thought it was idiotic and senseless also and thus my reply to G'Ma