Our letter to Carnival afte the Legend Disaster

[Redsfan]

I will chip in $5 of my own money if all of you do in order to buy the OP a new enter key for their keyboard.......

[sparks1093]

I'm not saying the OP should get a free cruise...or even a free basket of fruit....

 

But....I have a feeling her 11 & 13 year olds were "complaining" about 1)not having a Halloween party 2)not being able to see the comedian 3)not going on their planned excursions (earlier posts about what they planned) 4)other kids getting the prize .....etc........

 

If I had to listen to my kid complain...perhaps non-stop...for a week...I'd think the cruise was a disaster too.

 

Do you think she complains about the teachers if the kids "fall behind"...despite their extra time off?

 

My kids would have complained once, if at all, but they would understand 1 thru 4 and would have gotten over it quickly with everything else there was to do.

[markntara]

I am sooooo glad I was not on this cruise with you! I pray that I am never on a cruise with you, or would have to spend any moment of relaxation in your company as it appears you have a ability create minor dramas, then find excuse to blame on someone else and complain.

 

Furthermore, to bring your "ONE SIDED" personal petty issues to a public forum lacks TACK, which I'm sure you displayed through out your entire cruise.

 

I very truely hope Mr. Cahil responds to your email;

Dear Ms. Complains Alot,

I appologize your cruise vacation did not live up to your expectations. I hope your next vacation with a different cruise line will provide for you everything you expect a cruise line to provide.

Respectfully,

The Man!

[SwedishCruiser]

I am sooooo glad I was not on this cruise with you! I pray that I am never on a cruise you, or would have to spend any moment of relaxation in your company as it appears you have a ability create minor drama, then find excuse to blame on someone else and complain.

 

Furthermore, to bring your "ONE SIDED" personal petty issues to a public forum lacks TACK, which I'm sure you displayed through out your entire cruise.

 

I very truely hope Mr. Cahil responds to your email;

Dear Ms. Complains Alot,

I appologize your cruise vacation did not live up to your expectations. I hope you next vacation with a different cruise line will provide for you everything you expect a cruise line to provide.

Respectfully,

The Man!

 

 

Thank you for writing what I was thinking!!! I would be mortified if I ever had to cruise with such a negative person!

[SE NC]

Very important question...... How would you like to be her neighbor!:eek::eek::eek:

[Tapi]

I FINALLY took a moment to read the entire letter! Talk about self sabotaging a vacation with negative attitude! It almost sounded like the OP WANTED to have a bad vacation!

[crusinpsychRN]

I don't agree with you that they don't care. They do care when there are legitimate complaints. This letter is beyond ridiculous.

 

Agree totally. Stupidest complaints I've ever heard of. Seems like a very unhappy person in general.

 

I think they should send you another bill for putting up with such drivel.

[Chasey]

To the OP: your post sounds like an ungrateful teenage brat who got her phone taken away. I have NO CLUE what your "complaint" is about. It sounds like you are needy and just fishing for something free, just to cause trouble.

 

 

Talk about "entitlement."

[AWCHIEF]

I did manage to make it thru most of the first two paragraphs, so boring my mind started thinking about my upcoming cruise on the Magic and how wonderful it is going to be. This is just another reason why I no longer read reviews on CC most are just rants from ungrateful spoiled brats.

[linda_22003]

Didn't Shakespeare write a play about this? "Much Ado About Nothing"?

[Crusing Nut]

Gerry Cahill, CEO

Carnival Cruise Lines November 2, 2011

3655 NW 87th Ave

Miami FL 33178

 

RE: Carnival Legend 10/23/11-10/30/11

 

Dear Mr. Cahill:

Please let me begin by saying this was not our first cruise, so my expectations of Carnival were reasonable, based upon previous experience. This was my husband's 8th cruise, and mine and my children's 2nd.

My family and I have just returned from a cruise aboard the Legend, out of Tampa, Florida, running from October 23 thru October 30, 2011.

Our disappointing experience actually began back before we ever left. My spouse had previously(at least 5 times) asked that notations be made on his past guest information page that he wanted "no solicitation calls, no follow up calls, no additional calls" at all. Those requests seemed to have never been honored, as we received yet another call at 4:07pm Eastern time on Friday, October 7th, 2011, from the 305 area code Carnival number in Miami. We were in an inappropriate place to receive a phone call, but nevertheless, didn't want to be rude, unlike the caller from Carnival. She proceeded to question us about travel insurance, and the proper way to print off our sailing documents. Even after I told her I had already done so, she continued to talk rudely, with pushiness, even after being told we were not in a place to discuss our vacation. After being asked for her supervisor, she hung up on us. I then placed a return call, at 4:15pm, to the toll free Carnival number, held on for quite some time, and eventually, asked for and was connected to a supervisor. I explained in detail to this supervisor the manner in which we had both been spoken to, the insistence of the Carnival staff member to solicit us for additional insurance, the rudeness and pushiness of the caller, and the way in which she hung up on us upon our request for her supervisor. The supervisor apologized, and stated that she would make certain that there was either an on-board credit applied to our booking, or that "something nice" would be in our cabin upon our arrival.

Upon our arrival, there was no credit, nor was there anything waiting for us in the cabin. We assumed the staff would keep their word, so allowed a day for something to show up, which never occurred. We visited "Guest Services (Ben)" on Monday, 10/24, explaining the above. He said he would email home office, have them look into in, and get back to us. That night, we received a voice mail from Ben, stating that I would need to provide additional info, such as dates, times, and all the names of the people to whom I had spoken. I returned to "Guest Services"(I use that term lightly), and provided the dates and times, although I did not keep the names. I personally felt that your records should indicate who called us, and who the supervisor was that I had spoken with. Once again, I was told that an email would be sent to home office, to research our "claims". After not hearing back for 3 days, I returned again to Guest Services, spoke with the manager there, who indicated there had been no response from home office, but they would continue to follow up. On Friday night, 10/28, I received another voice mail from the service desk, stating that there was no record of the above mentioned calls, and that unless I could provide proof, there would be no credit or cabin gift.

This incident alone would have been enough aggravation, but it was just the tip of the iceberg.

Also, in the week prior to leaving, I again called the toll free number, inquiring about Halloween events, as our cruise dates included the weekend before Halloween(Friday night the 28th and Saturday night, the 29th), which are normal Halloween party nights for both adults and children when Halloween falls on a Monday. I was informed there would be something called "frightening fun" and that we should bring our costumes. Your staff member stated that holidays are celebrated 10 days before and after a holiday. Imagine our surprise when upon arrival, there was not a single Halloween pumpkin or decoration. As the week went on, and no mention of any events was made, I asked at Guest Services, only to be told there would be "no Halloween events on this cruise". Why were we told otherwise, by the staff in Miami, when we called? Do they take great pleasure in disappointing your guests, and causing grief for the ship’s crew?

On Sunday evening, it became visible that there was a tropical disturbance brewing. We as guests were told Monday afternoon that due to the storm we had continued to drive toward all night, we would be completely changing our itineraries, rescheduling and cancelling ports while we dodged the storm. If our safety was truly a factor, why was the decision not made on Sunday, and we not re-routed to the Eastern Caribbean, so that we could actually enjoy a full week of vacation? On Tuesday, we visited Belize, (which was scheduled for Wednesday originally). On Wednesday, we visited Cozumel, (which was scheduled for Tuesday originally), which consisted of viewing boarded up buildings, frantic citizens, and closed/cancelled excursions. It was a waste to even stop there. On Wednesday, we went to Progreso, which was not even one of our original destinations. There is no feeling in the world that compares with being dumped into a dirty city street, with no clue as to what is around, no excursions to take, other than the overpriced "Beach Resort" type offered by Carnival, (which truly equated what you could have done if you stayed on the ship, as far as pool, booze, and food). Our remaining ports were completely cancelled (Roatan Honduras and the Caymans), and we spent the last 2 and 1/2 days swimming around in the water, being held hostage in an obvious attempt to increase alcohol and casino sales, being bored, insulted by staff, and having a horrible time.

Several incidents occurred during the trip that caused us concern:

The comedy show: We as parents felt that our children were mature enough to attend with us. After getting settled with drinks, (and as the show was beginning) the manager "Deanne" told us we had to leave. This was not only embarrassing, but costly. A staff member should have been stopping guests at the door, and if it is a Carnival policy to decide what kids can and cannot attend, acting as Big Brother, not letting the parents decide, they should have that policy in hand for guests to review, and not allow families to come in, get settled, then get thrown out. The Marriage Game, rated 18 and over, also disallowed teenagers, yet they re-broadcast it over and over on the cabin tv. How does that make sense?

Additionally, this same staff member, Deanne (Dee) was seen hassling two elderly guests using wheelchairs/walkers, who wanted to view the comedy show. Every time she was seen, she seemed very hateful, and that she was being inconvenienced by the guests. After witnessing that, we avoided any events she was involved in, if it was possible.

Later in the week, Dee ran a family scavenger hunt. Our children ran all over the ship, collecting the needed information. Upon returning the Legends, my spouse got in line for her to grade our collection of answers, at which time she stopped grading individually (she had graded 5 sheets so far), and allowed the rest of the guests to score their own. She then looked over a young man’s papers, said aloud "oh, that answer is not right but close, we will give you that one for being close"...three times, then awarded that teenager and his brothers with the awards. Mind you, it is not the issue of the plastic award, it’s the issue of following rules that Carnival set up. She follows what she states are “Carnival’s rules” regarding the comedy show, but fails to follow rules she explained when it came to the scavenger hunt she was running. I questioned her about it after the hunt was completed and people dissipated, and she stated that “if I felt my kids needed trophies, she could hunt up a couple”. The issue was why are there rules in place if your own staff decides which ones to follow and which ones to bend, and why are some kids chosen over others; is it based upon their looks, or what grade cabin they are staying in? A verbal exchange followed, to which your staff member stalked me out of Legends, thru the Casino, yelling behind me “what is your name, what is your name”. Eventually, she said “I know who you are already”. I didn’t go on vacation to feel threatened, nor waste my time and money. Therefore, my husband and I went to Guest Services, and asked to speak to the Cruise Director. We explained the situation to Wee Jimmy, who offered us 6 complimentary drink tickets (by the way, the Thirsty Frog Red beer was pretty good). He did provide two plastic ships. This again was not the issue. He explained that this was Deanne’s first cruise, and that she had been with them 6 weeks. He asked us to please not judge Carnival simply based upon her actions. During this meeting, I also asked Wee Jimmy about the lack of Halloween events. He blamed it on Corporate, saying they were not permitted to have any until Halloween. Within 24 hours, he makes an announcement about an impromptu costume party…why bother if it’s a guest who has to suggest it, and then its thrown together at the last minute…???

After several days of playing games in the game room, I called the front desk to find out where to get tokens replaced, as many of the machines took tokens and didn’t work properly (the EA Sports Golf Game, the Candy Crane game, the Paintball game, the Air Hockey machine ((no puck after putting in money)), and the Balance the ball game. I was told to go to the Casino. I did that, explained to the girl at the window, who referred me to another man who I had to explain it to again, who referred me to a 3rd man who stated he was the Casino manager, and why hadn’t I come to him sooner, and that I had to immediately follow him to the game room to point out which machines were the problem. My response was this…”No, I won’t go there with you right now, and I didn’t come right away because “Guest Services” said it was no big deal, just to drop by the Casino.” I was on vacation, and that doesn’t mean I have to jump when the casino manager says to jump! All of this over $4.00 worth of lost tokens! I had to be questioned by three people over $4.00 worth of tokens? And you call this a vacation, and that guests are supposed to be treated to the time of their lives? Instead your staff treated me like a common criminal over $4.00 worth of tokens?

Overall, the service in Truffles, during the “Your time” dining, was quite poor. It seems the servers lose track of tables when they are all at different stages. I personally feel two hours for that service is too long. One meal we waited almost an hour just for the appetizers.

The selection of food on the buffet was quite limited, more times than not. Raw roast beef, bleeding all over, is not appetizing. Several buffet lines closed while over 40 people waited in one line at the Unicorn. All I can say is “Thank goodness for the deli and the pizza bar”. Desserts that looked like wet sponges and tasted like a wet sponge smells. Totally disgusting! After excursions, hungry guests return to hot dogs and hamburgers. I can cook that at home, and that is a low cost food item, not something I expected to be given most often. The Eggs Benedict on the buffet was served on English muffins that one couldn’t cut with a knife, no less chew. Three days into the cruise, they started rationing the bacon, two slices per person.

The past guest party should included edible food. Two of the three appetizers served were on a piece of bread that we could not even bite thru. Maybe the majority of the past guests only go for the free booze. Yes, we did appreciate the free drink.

We attended one trivia event that no staff member ever showed up for, so eventually, everyone sitting around waiting left, grumbling. We attended another where the staff member left half way thru, leaving the guests to score and eliminate themselves from the competition of bean bag toss, as Deeane once again showed her lack of guest concern and customer service. She returned two rounds later. Also, why were the pools all closed at 7PM on Saturday night(except for Serenity)?

Overall, a very disappointing experience, and one I doubt we will attempt again through Carnival. It is truly a shame, as my husband has raved for years about how wonderful everything was, how great the service was, the staff, the food, etc. Our older children and their spouses were going to join us in the Spring for a family cruise, but after this experience, I find that unlikely.

If you indeed wish to retain us as customers in the future, I would expect that you remedy our unhappiness with a prompt refund. Only then would we write this off as “one bad apple” and try again on a Carnival Ship.

Please feel free to contact myself or my husband at any time, if you wish to discuss our concerns. If we fail to hear from you, we will assume you, much like the crew on the Legend, do not care about loyal customers.

I look forward to hearing from you promptly.

Lets wait and see if and when they respond! Will keep you posted!

 

 

OMG a prompt refund? For the phone call, roast beef which is served RARE, $4.00 in lost tokens and changed ports? Oh I forgot about the hamburgers and hotdogs that were being served after an excursion. This in itself is funny.

 

Lady, it doen't matter how "adult" you feel your children are, if they are not 18 or over, they do not belong at an adult show. It is that simple.

 

No need tro keep me informed, you do not deserve any refund, IMO .

[Cruise Organizer]

I think that the OP should get a full refund. They should also be reimbursed for airfare, transfers and any other expense incurred getting to the ship.

The should also receive a free cruise certificate for any cruise in the best suite on the ship.

Let's throw in prepaid gratutities also.

Don't forget the fruit basket, or we will have to give her another free cruise.

You will also get reserved lounge chairs by the pool - no towels needed.

Maybe we can get them free drinks - or we can Carnival employees smuggle in alcohol just for you - let us know what you drink.

 

This was all waiting for you untill you wrote that unless you got $$$, you wouldn't cruise Carnival again.

This package was conditional on you using a different cruiseline in the future.

 

thanks for the entertainment

[dodger501]

Lets wait and see if and when they respond! Will keep you posted!

 

We are all on the edge of our seats waiting for your update! :p

[BOOGALOO509]

It is now over 16 hours since the OP contacted Carnival about this disgraceful situation and so far they have not had the courtesy of replying to her.

 

Considering the number of us who are desperately waiting to hear how she got on I demand a free cruise from Carnival to cover the stress I have gone through over the past 16 hours worrying about the OP.

 

Carnival, feel free to contact me at any time with details of the free cruise:D

 

Regards.

 

John

[Captain Carnival]

More is less and less is more........brief, concise, and to THE POINT will get their due attention.

[marym933]

You got on the ship with a "chip on your shoulder". Because of your attitude, your cruise went downhill from there.

 

Yes, it was hurricane season. You may change ports for your safety. You could have stayed on the ship if you didn't want to get off at the "dirty cities". Every place is not like Disney World!

 

Sorry, I couldn't read your entire letter, too long, too small print.

[Yvonne]

OP, paragraphs are your friend, seriously.

 

Very difficult to read, and boring. You want a full refund for the petty complaints you had? Couldn't you have walked off the ship at the first port and gotten your money back (they still have that guarantee don't they?)?

 

Too many complaints and none of them worth complaining about IMO.

[bougiet]

As so many have stated before me, your complaint is way to long. I can't take someone serious who complains the whole way through but only likes a couple of cocktails during the entire trip. If you travel during hurricane season they YOU take the chance of having the itenarary changed. They do the best they can in the circumstances. Your diatribe about 4.00 tokens was actually you complaing about it and making the stink. Sheesh. A refund? Are you kidding me? Wow:eek:

[Vanessa L]

We are all on the edge of our seats waiting for your update! :p

 

I didn't go all the way back through this, but I take it by this response, OP has not been back. Imagine my shock :eek::rolleyes:

[Julienatul]

Wow all the complaints are about not getting something for free? Give me a break. Why is it people feel such a sense of entitlement. And to complain about changing itinerary's due to a hurricaine, obviously they didn't read the ticket contract where it states Carnival reserves the right to cancel or change itinerary's based on need.

[Warm Breezes]

Gerry Cahill, CEO

If you indeed wish to retain us as customers in the future, I would expect that you remedy our unhappiness with a prompt refund. Only then would we write this off as “one bad apple” and try again on a Carnival Ship.

Please feel free to contact myself or my husband at any time, if you wish to discuss our concerns. If we fail to hear from you, we will assume you, much like the crew on the Legend, do not care about loyal customers.

I look forward to hearing from you promptly.

Lets wait and see if and when they respond! Will keep you posted!

 

If I were Mr. Cahill I would write you off as a "bad apple" rather than give into your demand for a prompt refund. Who wants a return customer that nitpicks and complains about every little thing and constantly expects compensation when things aren't exactly as they want them to be? I sure wouldn't. IMHO your not returning as a customer would be a blessing to Carnival.

 

FYI...if you don't want to interrupted...DON'T ANSWER YOUR PHONE...Especially if you have caller ID and can see who the call is coming from. You allowed the intertuption by answering and continuing the conversation. If I don't want to speak to a telemarketer, I tell them I do not wish to talk to them, please do not call me again, and HANG UP.

[debster11]

Really? Why did you answer the phone in the first place if you were somewhere you could not talk? You knew it was from Carnival? Ever hear of voice mail? Sorry, but your issues seem minor especially being upset about being rerouted to avoid weather. It seems to me, and this is just MY opinion, that no matter what happened you were going to find fault with it.

 

Maybe it's time to try another cruise line because it just seems like you are trying to get something for nothing. Like I said, this is just my opinion.

[LHP]

You had some valid complaints....but you seriously do not know how to write a letter....

 

 

Valid complaint -

 

1. sales agent being rude to you when you did not want to buy insurance. The initial call was NOT rude.

 

Anyone who books a cruise with Carnival should expect a call to sell insurance. That is a reasonable expectation. It does not always happen, but when it does...that is reasonable. The agent being RUDE to you when you asked not to be call, completely wrong. And while it did not merit anything other than a verbal apology on Carnival's part, IF a Supervisor promised you something, they should have delivered.

 

2. Replacing lost tokens have always been a pain in the rear end. Carnival seriously needs to streamline that process.

 

 

NOT a Valid Complaint.

 

1. Kids in the Adult Comedy club. This is posted RIGHT IN THE FUNTIMES...learn to read!! Getting mad because they won't do away with the rules just because YOU think they should is ridiculous.

 

Btw, the over 18 only has nothing to do with the content (which is why kids ARE allowed in the Marriage Show and it is shown on TV) The Marriage Show is marked 18+ because it is spicy and parents can decide if they want their kids to hear this.

 

The 18+ rule in the Comedy Club is because there is LIMITED SEATING and they want to make sure there is plenty of room in there for ADULTS.

 

So this is a SPACE issue .... not a "censor" issue AND again it is printed right in the Fun Times!!!!!

 

2. Any change of ports due to the hurricane. "Assuming" that Carnival kept you at sea to make money shows just how LITTLE you know about cruising.

The THIRD largest money maker for a ship is SHORE EXCURSIONS. (and it sometimes rivals the first 2 on cruises with families)

 

Generally people who gamble have a SET amount that they are going to gamble a day...so staying at sea does NOTHING to increase gambling revenues.

 

And while a few more drinks might be sold from 11am - 4pm (most folks who drink a lot tend to sleep late) it in no way compares to the money that Carnival makes on a shore excursion, which is bought by ALL passengers (not just those over the age of 21)

 

 

As for the Social Host....I think you were already jaded against her because you had to leave the Comedy Club. And I believe you allowed this ill feelings to spill over to anything that had her connected to it. The incident with the scavenger hunt could have just as easily been YOU looking for fault.

 

Considering how unreasonable YOU were with Carnival..... I don't think Carnival owes you a thing for the TWO valid complaints.

[Cruzin2paradise09]

Valid complaint -

 

1. sales agent being rude to you when you did not want to buy insurance. The initial call was NOT rude.

 

Anyone who books a cruise with Carnival should expect a call to sell insurance. That is a reasonable expectation. It does not always happen, but when it does...that is reasonable. The agent being RUDE to you when you asked not to be call, completely wrong. And while it did not merit anything other than a verbal apology on Carnival's part, IF a Supervisor promised you something, they should have delivered.

 

 

I would question you on this point and ONLY because of the tone of the OP's letter. The OP said that he/she received the call at an inconvenient time but answered anyway ... my perception then would be that he/she was probably nasty to the caller from the start. Just guessing - none of us know precisely what tone/attitude was used by the OP to the Carnival Rep or really towards any of the people he/she encountered while on the cruise.

 

I'm not accusing anyone of anything, other than the OP's letter just downright stunk! I personally have a tendency to look at my caller ID and if it's someone I prefer not to talk to, but I have to, I know that my tone is terrible ... it's not right and it typically gets me nowhere.

 

My thoughts and opinions of this whole mess are that the OP created the issue before he/she left on the cruise; and left a trail of nasty attitude everywhere. By the time the whole game room token nonsense took place - the OP's reputation was probably scattered about the crew/staff and they just didn't want to deal with him/her.

 

Anyhow, I just wanted to point that out that since none of us were there, we don't kw how or if the OP was horribly rude to start. Not that it gives any customer service people a right to be rude back - BUT, we just don't know how far the OP pushed the rep.

[LHP]

I would question you on this point and ONLY because of the tone of the OP's letter. The OP said that he/she received the call at an inconvenient time but answered anyway ... my perception then would be that he/she was probably nasty to the caller from the start. Just guessing - none of us know precisely what tone/attitude was used by the OP to the Carnival Rep or really towards any of the people he/she encountered while on the cruise.

 

I'm not accusing anyone of anything, other than the OP's letter just downright stunk! I personally have a tendency to look at my caller ID and if it's someone I prefer not to talk to, but I have to, I know that my tone is terrible ... it's not right and it typically gets me nowhere.

 

My thoughts and opinions of this whole mess are that the OP created the issue before he/she left on the cruise; and left a trail of nasty attitude everywhere. By the time the whole game room token nonsense took place - the OP's reputation was probably scattered about the crew/staff and they just didn't want to deal with him/her.

 

Anyhow, I just wanted to point that out that since none of us were there, we don't kw how or if the OP was horribly rude to start. Not that it gives any customer service people a right to be rude back - BUT, we just don't know how far the OP pushed the rep.

 

 

You are probably right...but IF the Supervisor promised them something, they should have delivered. I also think that Carnival owed them nothing but a verbal apology for what was perceived as a rude agent....but IF they said they were sending something, they should have sent it. IMHO

 

I agree...I have found I get when I give...so I give good to get good!!!