Hi everyone. So we got back at 5am this morning. The whole experience was awful. When we got to Port CAnaveral we were asked for our cabin number, we explained we didn't know which cabin were were in so the agent called a man over from the customer service team on the ship. He guaranteed us we weren't under the gym.
We were!
I complained again, explained what had happened in England, explained what the guy had said and was told they would email customer services. We got a letter half way through the crusie to ask us to go to reception. When we got there, no-one knew why!? I complained again. A few days later I went back to ask for another update. The receptionist went away and came back with the man from Port Canaveral. His response " I 'm very sorry, I made a mistake and I didn't realise when I told you, you weren't under the gym, I wasn't sure". I told him it had ruined the holiday for us and asked what he intended to do about the fact he'd mislead us, he responded "nothing".
We had pounding every day above us. Apart from the day we went through Ophelia when everyone was asked to avoid the higher decks.
I do understand things happen and people make mistakes but what I don't like about this, is the lies (and I feel it was lying) from customer service staff who had no intention of ever helping.
My husband met the couple who had been given our cabin. They said it was becuase when they'd gone to their cabin and tried both cards, neither worked, they were just about to go to reception when a man came to the door and asked why they were trying to get into his room...
Everyone we've spoken to has been unhappy about something on the cruise. People have been given refunds for trips which didn't deliver what was advertised (including us).
The cabin stewards, bar and waiting staff were phenomenal, so nice, helpful, friendly so there were some good points but on balance, we don't feel it lived up to our expectations for what we paid. This cost us 10 times a P&O cruise which we loved.
The biggest bonus was we saw a Space X rocket launch the night before we came home. However even that doesn't swing it enough for me to say it was a good holiday. I will be taking this further with TUI and have an escalation route planned. Watch this space!