The Puerto Rico problem is not new. I have experienced problems on MSC Divina but it wasn't the fault of the ship or crew. In my case it was processing delays by US customs - faulty computers and lack of staff. Everyone was required, by US Customs, to disembark. Full disembarkation was delayed by about three hours. Further delays were caqused when people who didn't want to go ashore wanted to reboard but had to wait. This is where the mob became unruly because there was little provision for people to sit and wait. Queue jumpers were causing problems leading to fisticuffs. It was here that there was some lack of control by MSC personel but it wasn't their fault.
On MSC you can't avoid the multilingual problem(?) especially as English speakers are in the minority. The majority were Italian, German and Spanish speaking.
Yes, beautiful and BIG ships but I found pax no more rude or polite than on other cruises.
It wasn't my best cruise but now knowing what to expect, I would consider doing another.
There was a good deal recently Genoa/New York maiden voyage this November, I can't remember the ship. Very tempting for the price which included airfares.