We booked a cruise on the Caribbean Princess for our anniversary.
Sat. May 28th : We checked into our room and there was a strong smell of urine. Customer Service told us they were aware of the situation and it would be fixed shortly. They told us there were no other rooms to move us to when we asked. Sun.: Still smell of urine when we left for the day on Bahamas. We were told same as Saturday. Luckily when we returned from our day trip the smell was gone. However, our toilet wouldn’t flush when we pushed the flusher, but would randomly flush at odd times of the day for no reason. We informed our room steward and were told maintenance would come have a look and check it out.
Mon: Still no toilet flushing, so now we are using restrooms outside our stateroom. Can you imagine how inconvenient this is?? Went to Customer Service again and were told they would fix it. We asked, once again, for another room. Told none available again. This is impossible as other crew members said the ship was not full.
Tues: No smells and still toilet not fixed.
Wed: We came back to the room at noon time and there was a maintenance man in front of our door and the hallway smelled of sewer. It was awful. He said there was a pipe issue and they were working on the issue. We got what we needed and left. When we returned at 4, the smell was still there as were the workers. We changed and left. When we returned at 11pm, the smell was so putrid we had to open our balcony and room doors to keep from gagging. We called customer service and were told someone would come immediately to check out the situation. An hour later, someone came. He sniffed the room and said he knew there was an issue and would have someone get right on the problem. He wouldn’t give us another room, so we had to sleep with the balcony open. We hardly slept, both had headaches and were nauseous the next day.
Thurs: Complained AGAIN to Service desk…..told whole story. Nobody cared or offered any solutions. Smell in room alleviated some, but still pretty strong. Toilet still not flushing.
Fri: Still smells of sewer. While changing for dinner, my wife went to get her shoes and stepped into the closet into soggy wet carpet! Yes, it was raw sewage under the carpet in our room. All of her shoes were soaked and smelled of sewage. Called Customer Service while my wife went straight to the service desk. It took them 15 minutes to come and I left to go to the service desk. At the service desk, they tried to push my wife off again and she said she wasn’t moving until our situation was resolved. The young lady couldn’t care less that we were in this horrible situation. She kept trying to get her to move along so she could take care of simple questions. Finally, she called a supervisor and it took her 20 minutes to arrive. The Supervisor was very nice and apologized for all the problems with our room. She looked at all the notes and said they should have given us a new room the first day. She offered us a new room 4 doors away for the night and said the best she could offer us was a $400 credit . We would have to go higher than her for anything more. This whole trip was a disaster and customer service nightmare that could easily have been resolved the first day of the cruise. We did everything that was necessary on our end….Customer Service on their end totally ruined our trip when they could have fixed it immediately.
We never did get our toilet fixed and spent 5 days using public restrooms in addition to the sewer leakage into our room. This apparently was not an isolated instance as the smell was also prevalent on other floors near the same elevator. It definitely was not how an anniversary trip was supposed to go.
We have sent emails to customer service and even to the CEO of the company and NO ONE has responded. We did finally get a check from the cruise lines in mid July for our negative balance (after the $400 credit).
