Sorry this happened to you. What a horrible experience. I think that staff personalities , levels of compassion and competence vary widely, as they would anywhere else. Of course that’s not an excuse. The service stank. Our story is that 6 years ago, on our honeymoon no less, my husband began hemorrhaging as we approached Tenerife. We spent 3 hours trying to keep him from dying until they were able to stretcher him off the ship to a waiting ambulance. Looking back , I suppose I should be grateful they at least called for it. Several pints of blood and plasma and surgery and 3 days in hospital, he survived. On our way out the door, I handed the nurse a scrap of paper (with a phone number) and asked her to deliver it to guest relations. I asked them to call our private tour operator to explain why we weren’t coming. They couldn’t manage to do that and he and the group waited for us shipside , cutting us some slack, thinking we were late for another reason. Luckily, I saw the guide on the way to the ambulance and managed to explain. He, and the crowd waiting for us showed infinitely more compassion and help. Horrible experience for us and 1 hour cut from their excursion because the nurse and guest relations couldn’t manage a phone call. Happy ending- the guide contacted me after that day and offered a private version of the excursion once he could leave the hospital. We took it.