We just returned from sailing Adventure of the Seas. While sailing, my 8 year old son woke in the middle of the night (midnight) vomiting, all over his pull-down pullman bed. We immediately called down to guest services to ask for fresh bedding. It took us 1.5 hours to get fresh bedding to our room (after multiple calls, and multiple visits to our room from staff without fresh bedding - there seemed to be a great deal of confusion, which confused us since we had simply asked for fresh bedding). They took the soiled bedding away (which we had removed from the bed ourselves immediately, and tried to wrap up as much as possible to keep the vomit contained). The vomit had soaked through to the mattress, so they had to take the mattress away, and didn't have any spares, so we made a make-shift bed for our son on the floor. He had a small trash can next to him, but as he continued to vomit consistently for the next 8 hours, we were not 100% successful in getting him to get 100% percent of it in the bucket, so some if it landed on his 'new' bedding. We also realized in the morning that some of the vomit from his pull-down pullman bed had gotten on the bed below him (we had 2 adjoining balcony rooms - both with pull-down pullman beds). Again, we tried to wrap up all of the soiled bedding to contain it as much as possible. There were no attendants in the hall at 8/8:30am, so I headed down to guest services to ask someone to please remove the soiled bedding and provide fresh linens as quickly as possible as we were running very low on clean bedding and towels. Again, it took 1.5 hours for someone to arrive, and when they did, they proceeded to pull apart our 'wrapped' mess of bedding (with random vomit all over it), on our state room floor, and proceeded to remove the duvet from the duvet cover, and place a new cover on it. We were floored that they would take this mess apart on our carpeted floor (if I were home, I would deal with the mess in a tiled area), and that they wouldn't wash the entire duvet (given that the vomit most certainly leaked through the cover). We had to insist to our state room attendant that a new duvet be provided (something he agreed to, but was clearly annoyed). He also removed the blue decorative runner from the mess, and folded it up to place back on the bed later (again, without inspecting it for any vomit). Not surprisingly, my husband fell ill the next day, and me the day after that (we washed our hands as often as physically possible, but I think we would have needed Hazmat suits to avoid the germs throughout the room). Obviously, our cruise was drastically affected by these events. We understand that illnesses happen, but we were greatly disappointed by the lack of urgency/priority our situation was treated with, and were shocked that there isn't better protocol/processes to handle soiled bedding - we were made to feel as though we were just a huge inconvenience.
I submitted this information via the post-trip survey I was sent yesterday, but does it pay to submit a 'formal complaint' via email somehow? If so, should I send it to the CEO? It seems they really need to come up with a better way to handle this situations.
Thank you.
