So DONE with MSC!

[CruiseTee]

I have eight cabins booked in the Yacht Club on an upcoming sailing of the Meraviglia. Upon checking my reservations, it seems that almost all of the cabins I pre-selected have been moved! What the hell? What's the point of pre-selecting your cabins only to have MSC change them? This is the second time this has happened to me. The first time I didn't care as it was only myself and my sister sailing, now, I have elderly relatives that have been moved to a different deck, alone, and apart from the rest of the family. Forget about trying to call MSC for rectification/explanation, as nobody that seems to answer their phones knows anything. I am so done with MSC, there are so many other better cruise lines out there. Has this happened to anyone? Having their pre-selected cabin number changed without their knowledge? I am LIVID, and I haven't even gotten on the ship yet! 

 

I wrote a strongly worded letter to CEO of the USA branch, Richard Sasso and also emailed a bunch of other departments. This is my last sailing with MSC. 

[Mark_T]

Not much consolation, but at least you are still all in Yacht Club and on the ship, others have fared less well it seems...

 

Just out of curiosity, were the cabins that were moved originally adjacent to the inside cabins? 

[Bgwest]

Are you booking through a TA?

[RC Dancers]

Do you have a contact with the group department? On most cruises 8 related cabins are a group.

[carlmm]

Everybody who reads the terms and conditions (or cruise critic) knows that cabin numbers are not guaranteed. 

Its part of the contract everybody agrees to.

[jean87510]

2 hours ago, carlmm said:

Everybody who reads the terms and conditions (or cruise critic) knows that cabin numbers are not guaranteed. 

Its part of the contract everybody agrees to.

Where does your contract say your cabin number is not guaranteed?  

[Até]

It's actually in the Conditions of Carriage, referred to by the Terms and Conditions. 

 

3. OCCUPATION OF BERTHS AND CABINS

 

A Passenger shall not have the right to exclusive occupancy of a cabin with two (2) or more berths unless he has paid supplement for exclusive occupation. The Carrier reserves the right to transfer the Passenger from one cabin to another and may adjust the fare accordingly. The Master or the Carrier may, if it becomes advisable or necessary, at any time transfer a Passenger from one berth to another.

Conditions of Carriage FINAL 230713.pdf

 

Edited July 23, 2023 by Até

[GOLDENBONNY]

5 hours ago, CruiseTee said:

I am so done with MSC, there are so many other better cruise lines out there

Hate to bring bad news but they all can change your cabin unless you specify NO upgrades but even then Princess changed our cabins twice 

[CruiseTee]

4 hours ago, RC Dancers said:

Do you have a contact with the group department? On most cruises 8 related cabins are a group.

No, two cabins were booked at the Casino Rate and the other 6 were at the full fare price, so they don't consider it a group. 

[CruiseTee]

1 hour ago, GOLDENBONNY said:

Hate to bring bad news but they all can change your cabin unless you specify NO upgrades but even then Princess changed our cabins twice 

That's probably why I won't ever sail Princess either. I've been on 25 cruises with the following cruise lines and it's never been done to me: Carnival, Oceania, Holland America, Cunard, Celebrity, NCL, RCCL and Regent. Not once have they ever changed my cabin when I booked a specific cabin. 

[CruiseTee]

5 hours ago, Bgwest said:

Are you booking through a TA?

I am a TA. MSC hires such poor customer service staff, even in their TA Department that nobody knows what to do. I end up knowing more about the ship(s) than the people who answer their phones. It's mind blowing. 

[CruiseTee]

4 hours ago, carlmm said:

Everybody who reads the terms and conditions (or cruise critic) knows that cabin numbers are not guaranteed. 

Its part of the contract everybody agrees to.

Then why bother booking a specific cabin number when you can just book a guarantee for cheaper? I'm more annoyed that they changed my cabin number WITHOUT telling me. I am a Travel Agent. If this had been any other party than my own family, I would be hugely embarrassed to tell my client that MSC changed their eight cabins. 

 

[CruiseTee]

6 hours ago, Mark_T said:

Not much consolation, but at least you are still all in Yacht Club and on the ship, others have fared less well it seems...

 

Just out of curiosity, were the cabins that were moved originally adjacent to the inside cabins? 

4 Cabins were Inside YC Cabins. 4 were YC Deluxe Balcony. They ended up leaving the Insides as is. The 4 balcony cabins were all changed, one to a different deck. My aunt & uncle are in their late 80s and traveling with us and are now on a different deck, all alone. I am hoping to switch my son to their cabin and move the elders back down to our deck. But the incompetent people at MSC couldn't even do that for me. They were like, "just do it on the ship." Yeah, OK. 

[CruiseTee]

I'm curious how the customer service is for non Yacht Club guests! This vacation cost in upwards of $40,000, again, eight cabins! To have it start off like this is not OK. 

[sverigecruiser]

46 minutes ago, CruiseTee said:

My aunt & uncle are in their late 80s and traveling with us and are now on a different deck, all alone. 

 

I'm sure that their butler and other staff in the YC will do everything for them to make the cruise great.

[perakcruiser]

1 hour ago, CruiseTee said:

I end up knowing more about the ship(s) than the people who answer their phones. It's mind blowing. 

Do you really think these call center agents have ever been on a MSC ship? Certainly they know nothing about the ships. OK, it took me also some years to find out that all questions asked landside are a waste of time. 

 

1 hour ago, CruiseTee said:

I am hoping to switch my son to their cabin and move the elders back down to our deck.

You will have no problem to do this. Even for Non-YC this request will be entertained on the spot. 

[Mark_T]

3 hours ago, CruiseTee said:

But the incompetent people at MSC couldn't even do that for me. They were like, "just do it on the ship." Yeah, OK. 

It is actually the easiest solution, and will be trivial to sort out onboard.

 

Frustrating as it is to have this happen for no apparent reason the problem is so easy to fix once you get there I wouldn't let it become a stress point before what will be amazing multi-generational cruise from the sound of things.

[kelleherdl]

Another point. When you check in at the Terminal do not expect that the agents at the desk can do anything further. There job is to get you on the ship. In my experience either the Yacht Club Director or the Head Butler will be in the Yacht Club area of the terminal. If everything has not been resolved before hand you can begin speaking with them. They can even call the Concierge Desk to alert them that there may need to be some cabin adjustments. I can assure you they will do everything they can to make your voyage as wonderful as you hoped.

[xcell]

So I know the point is that your are upset about the room changes but the YC enclave is small, so even if they were moved to another deck, it's not the end of the world.  Enjoy the cruise...

 

 

[MsTabbyKats]

First of all, because someone is "eldery" it doesn't mean "incapacitated". 

 

And you refer to "move them down" to your deck.  If they were moved up, that's a bonus.  Closer to the concierge desk, closer to the lounge, closer to the dining room...and closer to the pool deck.

 

You make it sound like they were exiled to Siberia.

[LaurieNJ]

They changed my room too.  I kept looking to see how booked they were and I see my room listed as available!  Actually, the day before only 1 room was available on deck 16. The next day, all were available.  I looked on app and see they moved me.  Not a huge deal, as I was still in YC but I picked my room because I wanted to be starboard to see light show and they switched me to deck 14, port.  I called and he switched me back with no explanation as to why it was moved to begin with.  

I never received a email stating my room was changed.  Had I not looked, I would have arrived thinking I was on deck 16, which luggage tags already printed and it would have been a mess.  I understand they have the right to change people around, but at least let us know!  

So now I'm thinking about all the other people who booked and have no idea it changed.  I did post on FB on my cruise date to warn people but not every single passenger is on that group.  

[alyssamma]

3 minutes ago, LaurieNJ said:

They changed my room too.  I kept looking to see how booked they were and I see my room listed as available!  Actually, the day before only 1 room was available on deck 16. The next day, all were available.  I looked on app and see they moved me.  Not a huge deal, as I was still in YC but I picked my room because I wanted to be starboard to see light show and they switched me to deck 14, port.  I called and he switched me back with no explanation as to why it was moved to begin with.  

I never received a email stating my room was changed.  Had I not looked, I would have arrived thinking I was on deck 16, which luggage tags already printed and it would have been a mess.  I understand they have the right to change people around, but at least let us know!  

So now I'm thinking about all the other people who booked and have no idea it changed.  I did post on FB on my cruise date to warn people but not every single passenger is on that group.  

I think you've summed it up perfectly. Yes, the T&C say your room can be changed, but the understanding is that it is rare and with reason. Otherwise, as @CruiseTee said, why book anything other than a gty to begin with. 

 

MSC, however, will just randomly remove huge swaths of assigned cabins and reassign them for no apparent reason. And to make things worse, they won't communicate they did this.

 

What is even more frustrating is that often a call will get you your original room back...so why did they switch it in the first place?

 

I 100% understand the OPs frustration, esp given the amount of money spent. I also understand being upset that the older couple was moved. You booked as a group and wanted to be together. Yes, the YC is relatively small, but that isn't the point. Neither is being closer to the pool deck. Whatever reason @CruiseTee has for them being together is their reason and to have it randomly ignored is not right.

 

But...as any seasoned MSC sailor knows, this is how they do business.

 

@LaurieNJ, one small correction to what you said. You're in the YC...no need for luggage tags 😀

[jean87510]

12 hours ago, Até said:

It's actually in the Conditions of Carriage, referred to by the Terms and Conditions. 

 

3. OCCUPATION OF BERTHS AND CABINS

 

A Passenger shall not have the right to exclusive occupancy of a cabin with two (2) or more berths unless he has paid supplement for exclusive occupation. The Carrier reserves the right to transfer the Passenger from one cabin to another and may adjust the fare accordingly. The Master or the Carrier may, if it becomes advisable or necessary, at any time transfer a Passenger from one berth to another.

Conditions of Carriage FINAL 230713.pdf 226.64 kB · 1 download

 

So if I am reading this correctly, if you have paid in full, your cabin can't be moved.  

 

Edited to add, I didn't see when OP sailing is.

Edited July 23, 2023 by jean87510

[Mark_T]

5 minutes ago, jean87510 said:

So if I am reading this correctly, if you have paid in full, your cabin can't be moved.  

 

Edited to add, I didn't see when OP sailing is.

The bit you have highlighted only covers single occupancy, it doesn't restrict the following words...

 

"The Master or the Carrier may, if it becomes advisable or necessary, at any time transfer a Passenger from one berth to another"

Edited July 23, 2023 by Mark_T

[Fla Mike]

1 hour ago, MsTabbyKats said:

You make it sound like they were exiled to Siberia.

 

Sorry, I just had to... 😇