KimPossible1

13 minutes ago, pinto18 said:

Kim just try to ignore those that are dismissing you. I don't blame you for wanting to vent a bit and am also surprised that someone didnt get back to you afterwards to make sure everything was ok. 

Thanks for the support 👍 I don't get upset with some people, they can't help it 😉😄

1 hour ago, rockraiders said:

I was also on this sailing. We booked last minute and ended up with an OV on deck one. I found the room to be dirty. Luckily I brought some wipes and did my own cleaning. Accumulated dirt and dust in the corners of the bathroom counter and where the counter meets the wall. Glass shelves in bathroom extremely dirty. I didn’t use them. Tile wall decoration was filthy. Found many long black hairs. I’m sure there was more but I tried not to look. Cabin had no glasses, no TV remote, and no snoozing hang tag. Steward didn’t know how to make the bed. Ate dinner in MDR. I have always enjoyed Carnival food but not this time. No offer of coffee after the meal to have with dessert. Bread basket only came around once. I don’t eat at the buffet. Too many less than clean hands. Walked through the buffet late at night when no food was being served and it smelled like old grease. We haven’t cruised with Carnival in many years so have not been able to see the changes gradually. We won’t be back. I rather pay more for a better product. 

Hi,

   I'm sorry your room was dirty too.  Are/were you on the FB group for this sailing?  It seems many people had the same experiences with dirty room and bad MDR service.  One person posted pictures of either dried blood or dried reddish vomit running down the back of the bathroom door and on the sink and counter.  YUCK!! 

   I really don't know what happened on this cruise because we haven't experienced this before on this ship.  It seems as if everything was off this time!  It's easy to say people's expectations are too high, but this was the 5th time on this ship for me, so I knew what to expect.  There were numerous other things dirty in the rooms in addition to dried bodily fluids, but like you, I can clean them myself.  Dusty shelves isn't that big of a deal, but I wasn't going to touch the dried on stuff that needed scraped off 🤮 

Don't give up on Carnival totally though because I'm sure this was just a one off (hopefully).  I am going on the Mardi Gras in August for a seven night, and we took the Spirit to Alaska last September and it was really nice.  It was the same type of ship and had the same decor, but we didn't have any of the dirt issues.  

Good luck on future cruises👍

21 hours ago, mz-s said:

The standard of service on Carnival is seriously degraded. In the past when you mentioned something about the food for example, even if it was just in passing, the Maitre'D would stop by and ask for more information. On my last cruise my lobster was so overcooked I asked to speak to the Maitre'D and they never even bothered to stop by my table. Not really related to OP's immediate issue here, but another data point as to the standard of service on Carnival being more like a Burger King or Red Roof Inn these days.

That is funny you say that about the dining room, because we only ate in there once and the whole experience was just off.  I've been on 23 cruises and this was the first one where the waiter didn't go ask the kitchen if a dish had pepper.  I said it was ok to order it, but they always go ask anyway.  This guy didn't and sure enough, vegetable lasagna has black pepper 😄, who would have thought, but I was full from eating earlier so I wasn't too hungry.  He didn't offer to bring me anything else when I told him I couldn't eat it.  Then, my son was still eating his prime rib, and he brought out my daughter and my desserts and sat my son's chocolate melting cake with ice cream next to him.  What?!? 😮 We were so surprised that he didn't hold it until everyone was done.  We had "my time dining" and checked in at 8 but didn't get seated till 8:40.  I know the dining room closes at 9 but they didn't bring out the food till after 9.  He completely missed 2 dishes at the table next to us, so one person was without food.  Then he started clearing our table of dishes and glasses while we were still eating.  I know they want to get done and I absolutely didn't really care, but it was off from the regular experience.  It did make us laugh though, so at least that was good.  We did tell the ladies at the front.  

17 hours ago, Momschay23 said:

I was on the same cruise.  I had major issues with the customer service manager.  I had to go up to the desk on 4 separate occasions with WIFI issues and found his attitude unapologetic and dismissive. 

I think it was the same person we dealt with the first night (Andres) and there was only one guest services person who showed any caring or concern (Eve) who left the message for Andres to call me.  So disappointed ☹️

   I waited till we got home to post, but when we got on the ship on Monday, the room was disgusting. It was generally dirty, but there was dried vomit on the wall by the bed, and another bodily fluid all over the headboard, picture, lamp and wall above the bed. The situation took 5 hours to resolve with many trips back and forth to guest services. Their solution was to “deep clean” the cabin again , but the room steward and head of housekeeping missed a whole section of wall. We were so disgusted and very tired at this point but kept calm. We asked for a new room and talked to a person, who I later learned was the guest services manager. He kept saying it would be so much easier to move us but they didn’t have a room. After a few hours he said “He found us a room, isn’t that great!” Yes, but that should have been offered right away, and he never genuinely apologized.

   I felt very dismissed by guest services and made to feel as if this wasn’t a valid complaint. The new room wasn’t ready till 11pm and we then had to move luggage and unpack, getting to bed at midnight. We dealt with this the whole first evening so didn’t get to enjoy any cruise activities.

   I was surprised because there was no follow up the next day by guest services. I went back to guest services on Wednesday asking if I could talk to the manager, because the whole situation was handled poorly and I wanted to follow-up to see if he was more reasonable.  A guest services person told me the supervisor's name, and I'm pretty sure it was who we were dealing with Monday night. I was told he would call the room or my cell phone on Thursday. He never did of course. 

This was my 5th time on the Liberty and my 9th carnival cruise, so I was surprised that no one was having any reaction to a jizzed up/vomit room.  I would have thought that guest services and housekeeping would have been a little more apologetic and proactive.  The room was generally dirty with dust, sunscreen handprints on the furniture, and dirty mirrors, but the dried bodily fluids all over everything was genuinely gross .  I loved the Liberty the first few times we sailed, but we’ve seen a steady downfall in appearances over the last few years. I was really disappointed in guest services reaction though, and only one person seemed genuinely apologetic.  I posted on the FB group and surprisingly there are quite a few people who confirmed dirty rooms, and one even had dried blood/vomit dripping down the back of the bathroom door.  I have a Mardi Gras planned for August, which will be my 10th Carnival cruise, so hopefully it goes better than this one,
 

16 minutes ago, MsTabbyKats said:

So...where exactly did I say I like the rule, agree with the rule....or anything positive about the rule?  I only reported the rule.  And I said that it's illogical.

 

FYI....I never read the T&Cs...for anything.  I only did it this time because OP was insistant that she was in accordance with them.

 

I'm not the bad guy here....please don't shoot the messenger!

 

Possibly because you keep insisting it’s the “rule” when it is ambiguous 🤣🤣 you aren’t the bad guy but to keep stating that it is a “rule” doesn’t mean it is correct because it’s your opinion 👍🏻 😉🤣

1 minute ago, S1971 said:

 

I stand firmly with Kim on this, but regardless of right or wrong MSC's treatment regarding this totally shocking.

 

If as you claim that on day 0- 4  prior to boarding MSC will not refund or offer FCC, then that will simply encourage people to board the ship knowing full well that they've got Covid, Norovirus etc, etc.

 

It's good to know that they take into full consideration all the other guests onboard.

 

Knowing the hassle Kim's just had, would I board, you bet I would selfish as that may be and I'd not be the only one either.

It really is sad, that they just didn't do the right thing and offer a reschedule or FCC right away.  Also, my sister was almost totally fine 2 days later and was out walking a few miles in the neighborhood...ughhh 😄😄

20 minutes ago, MsTabbyKats said:

@KimPossible1

Please understand....I am trying to point out WHY they denied your claim.

I'm not saying their policy is good or it makes sense....it doesn't.

Just simply...WHY.  So, please...don't take this out on me.  Take a breath...and reread the T&C.

We don't actually know why they denied the claim, since it was not indicated in the email sent to me.  You are not speaking for MSC so what you interpret is your opinion. You continue to say others are wrong, and that is my point.  I'm sorry you feel as if I am taking it out on you, because that is not my intention.  As I said before, we can agree to disagree 👍😄

15 minutes ago, S1971 said:

How can it be clear?

 

"We acknowledge that you followed the proper procedures and contacted us within the required timeframe due to your illness, and we appreciate your diligence in doing so"

 

Do you not see this as an acknowledgement the Kim followed the rules?

 

It seems pretty clear to me.

It’s clear as mud 🤣 MsTabbyKats just wants to be right even though it says nothing of what she is thinking it says and thats ok, we all have opinions.  MSC didn’t tell me that it was up to the day before embarkation so therefore I don’t read more into the policy, or assume I know more than someone else 👍🏻

27 minutes ago, MsTabbyKats said:

Yeah....one needs to read the T&C with a fine tooth comb.  That "Day 0" doesn't count is totally illogical......but it is what it is and insurance shouldn't deny her claim.

 

ETA...I also share @JamieLogical surprise that Covid is still "a thing"....although I have a neighbor on my floor that wears her N95 upon leaving the apt...always...even if she's just getting the mail!

I disagree with you because legally it does not specifically say that day 0 is embarkation.  It is a very grey area and that is your interpretation.  MSC did not confirm that I missed it by one day, so in essence you are spreading false information by insisting that embarkation is day 0.  Within 5 days of embarkation means the 5 days up till embarkation.  We could debate it all day, but instead of declaring with certainty you are right, maybe say that it is unclear what the actual wording really means, because that is what I am doing.  I am not getting any resolution from MSC so it is a mute point now.  

33 minutes ago, perakcruiser said:

I checked my booking conditions, there is nothing like this clause 6 you mentioned in your first post. I really wonder why MSC could deny. Is the stuff you quoted from their website or where did you get it? 

On their main page, click open Travel Info at the very bottom, and then click on Terms and Conditions.  The info is on page 6 in the third and fourth paragraphs. 

48 minutes ago, Até said:

MSC knows if they hold fast OP will likely go to the insurance and leave them with the cruise fare money.  It will be interesting to see what happens if the insurance understands that MSC is dodging.

There is a government agency to log complaints about cruise lines so I will follow up with them next.  I don’t expect or want anything, but it should be known they aren’t honoring their own T&C’s. 

4 hours ago, MsTabbyKats said:

I don't get that either....but legal action is "time and money".  If she gets money from insurance, there's no legal action.  She'll "be made whole".

Well it took a month and numerous emails and phone calls to even get the “no sail” letter from them on Monday.  Since I couldn’t file a claim until I had a letter, it has been an exhausting and agonizing experience just to get that far.  I wouldn’t pursue legal action, it isn’t worth the energy or time, The problem is they aren’t honoring their own booking conditions, but I’m done fighting with them at this point.  It’s just a matter of never sailing with them again. 

Well here is an update to my last email sent to the post cruise support person.  I had spent an hour and 17 minutes on the phone yesterday with a person who did not understand the terms and conditions and at various times became agitated and aggressive and I called him out on it, because amazingly for once in my life, I remained calm hoping for a good result.  After getting nowhere after that length of time, I finally hung up, and sent another email.  Here is my email which I begged at the end to make it right.

Hello Kayla,
I spent an hour and 17 minutes speaking to Eazi today who became irritated and upset with me, that I was not understanding that I would not receive a refund or FCC.  I asked to speak to a supervisor numerous time, only to be told that one would call me back.  I was told the very same thing on March 6, when I spoke to a Brianna.  Eazi did not understand the booking terms and conditions and kept insisting we had to call 5 days before if we had covid.  Possibly he did not understand the meaning of “within 5 days of sailing”.  He told me he would try to handle the situation but then became angry and I addressed this with him.  He kept telling me I didn’t understand, and there was nothing he could do.  I explained that we followed all the proper procedures, we called before noon and we had a letter from the doctor and called before 12 noon.  We should not be punished because the computer system couldn’t cancel us at that point, which is what we told in two different phone calls.   Again, I do not understand how this a “no show” when we clearly followed the correct procedures.  I eventually gave up with him because this whole situation has made me very upset and I was crying by that point.  I can’t understand how a company cares so little for their clients when they are sick and did the right thing.  We should have been offered a FCC immediately, and I should not have had to spend the last month trying to get a FCC or refund.  I am now posting on social media and will include my post on cruise critic.  I am still hoping the situation can be resolved correctly with a FCC because we only live an hour from Port Canaveral and 3 1/2 hours from Miami.  We average about 5+  cruses a year, and really enjoyed our first MSC cruise last February.  Please make this right.
Kim 

Here is her reply:

"Dear Kim,
   Thank you for reaching out to us and expressing your concerns regarding your recent interaction with our call center. We sincerely apologize for any frustration or inconvenience you may have experienced during your conversation.
   We understand your disappointment and frustration with the situation, and we truly appreciate your feedback. Our goal is always to provide exceptional customer service, and it is disheartening to hear that we fell short of your expectations on this occasion.
  Regarding your request for a refund or Future Cruise Credit (FCC), we regret to inform you that, as per our terms and conditions, we are unable to offer you a refund. All of our terms and conditions are clearly outlined on our website, and we ask that guests review and acknowledge them before finalizing their bookings.
   While we understand your disappointment, we kindly ask for your understanding and adherence to our policies in this matter. We value your loyalty as a frequent cruiser with us, and we hope to have the opportunity to welcome you back aboard one of our ships in the future.
   Regarding the categorization of your booking as a "No Show," please understand that this is simply internal terminology used to indicate that a guest did not sail, regardless of the circumstances. We acknowledge that you followed the proper procedures and contacted us within the required timeframe due to your illness, and we appreciate your diligence in doing so.
Your request for a refund has been denied, we consider this case as closed.
Kind Regards,
Kayla J
MSC Cruises (USA) Inc.
Post Cruise Support

So there you have it... no FCC, no following their own booking terms and conditions, and no more MSC cruising for me☹️   Thanks to everyone here for the support and suggestions, I have really appreciated the feedback.

41 minutes ago, Homosassa said:

My post was not directed at you.

Ok, thank you for the clarification.  I have been really upset about the whole incident and didn't want to get into an argument with anybody.  I appreciate you taking the time to respond 👍

1 hour ago, Homosassa said:

Reading comprehension can sometimes be lacking for many.... 

I may be interpreting you incorrectly because it is the internet, but in an earlier post and this one you seem a little confrontational implying that we should have sent the letter by noon and with this post implying that I can’t comprehend what I read? Please correct me if I am wrong so I know not to continue to engage with you.

28 minutes ago, Homosassa said:

There is where we differ.

 

I had to cancel a twelve night cruise departing on January 12 this year at the last minute because of a unexpected illness of my husband.

 

Before I canceled, I read and understood the cancellation policy for the cruise line (not MSC) and the requirements of our cruise insurance policy.

 

Cancellation went smoothly on the cruise line end and all required documentation was submitted to the insurance.

 

The cruise line refunded all excursions, taxes and fees. Cruise insurance (minus the cost of the policy) covered all other costs .

Well we didn’t have the luxury of time to investigate all the details since it was the morning of embarkation. We trusted the person we called to have handled the situation correctly, but they did not.  I’m glad your cancellation went smoothly.  I didn’t even receive the “did not sail” letter till yesterday despite numerous calls and emails. I am sad about the whole situation because we did enjoy our cruise last year and were really looking forward to this cruise.  

8 minutes ago, Homosassa said:

According to the T&C that everyone is quoting, there is a second condition to the notification process:

 

"To qualify for the future cruise credit or refund, you must notify the Company via telephone at 877-665-4655 within twenty-four (24) hours of receiving the test result and no later than noon on the date of embarkation and provide verification satisfactory to the Company of test results administered by providers other than those retained by the Carrier"

 

Besides the notification (your phone calls), did you also provide verification (documentation) of the test results from the doctor?

 

If you did not provide the acceptable verification of the test results before noon of embarkation, you did not meet all the conditions necessary to be given a FCC or refund.

 

 

I would assume that when you call into a call center and tell them you have positive covid diagnosis and are cancelling your cruise before noon, that should be enough information to elicit a correct response of what to do next.  They didn't ask for proof at that time, nor provide us with any other information.  The call person could/should have given us an email at the first call, but they were fixated on the point that their system wouldn't allow us to cancel but reassured that it would be ok...which obviously it wasn't.  I don't think that the normal person would even think that the cruise line wouldn't know what they were doing.  I had remembered reading somewhere on either FB, Reddit or here that you needed to call before noon, so that is what we made sure we did in addition to going to the doctor immediately.  I expected an email detailing what to do next, but I never received one, so I called two days later to find out where to send the information and what we should do next. 

I have learned you can't assume that a company is willing to look out for you and provide customer service.  I would never have thought that they wouldn't help us and refuse to provide a FCC or refund.  

In all honesty in the same situation, I doubt you would have known what you should and shouldn't do, and whether or not the company was telling you the wrong information.  The person on the phone said it was ok, so I assumed it was ok. 

13 minutes ago, Mark_T said:

Hopefully not an issue, but did the doctor administer their own test before issuing the letter, or was it issued on the basis of the 'home test'?

We went to an urgent care around 10am day of embarkation and she was given a test there and a letter.  No doctor would provide a letter based on a home test.  I’ve been a nurse for 30 years and knew we had to immediately go to urgent care for a formal diagnosis and proof of Covid positive 

2 minutes ago, Selion said:

Did you pay with your credit card?  You can always file a dispute with the credit card company if MSC is playing hardball.  The T&Cs are on your side and I don't see how you will not be getting the full amount back.

Yes I did use a credit card so that is good.  I didn’t get the “no sail” letter till yesterday to prove that we didn’t sail.  So now it’s a matter of submitting paperwork.  It shouldn’t have taken a month to get that letter either 🙄 the whole thing is a big pain in the butt!! 

1 minute ago, sidari said:

Kim,

 

The legal rout may be worth looking at due to MSC failing to follow their own written down conditions of carriage.

I agree but that is very overwhelming ☹️

1 minute ago, Lupush said:

Did she test positive on the morning of the cruise?  Or at least 5 days in advance as noted in the T&C's?

The morning of the cruise and the T&C states within 5 days and notification no later than noon on day of embarkation which is what we did👍🏻

10 minutes ago, Até said:

Did you notify MSC within 24 hours of getting the positive test results?  Or days later?

 

What I mean is if you got the test results four days before sailing and waited more than 24 hours to notify MSC it violates the Terms.

She tested positive the morning we were supposed to sail.  We called at 9:30 to tell them of the positive home test and we wouldn’t be coming and then right around 11:30 after leaving the urgent care on the same day as embarkation.  We only live about an hour and 15 minutes from PC.  So yes we notified them right away. 

10 minutes ago, DCGuy64 said:

I think you did, too. Your description of events seems like a textbook case of following the rules. Did you happen to book with a travel agent? This is the kind of issue I would take up with our TA. Agents often have special phone numbers they can call or specific departments that would handle cases like yours. Best of luck and I hope they get back with you soon!

Thanks for the support and no I never book with a travel agent.  I’d rather spend the agonizingly long hours trying to get things fixed myself 😉🤣🤣 I sent one more email today asking them to please make it right so 🤞🏻

17 minutes ago, Até said:

The Terms, as you quoted, specifically state you don't need to show up at boarding.   You only need to notify MSC at the provided phone number between five days and noon before embarkation day, providing the test documents.  Did you notify them within 24 hours of getting the positive test?

Yes we called around 9:30 and then around 11:30 to confirm her test was positive at urgent care