jamiewells1970

So further to my post on Sunday we were allowed back in our cabin (8506 Grand suite) on the 3rd night of our 7 day cruise at 5.50pm. The carpet had to be fully dried, shampooed and dried again, two large air blowers remained outside our cabin in the hallway for the next two days. The report I have confirms that a plumber visited our cabin at 1.06am on our first night and concluded that it was sewage water ( I have film and images of toilet tissue and other matter across the cabin floor, which we had to walk through barefoot as we stepped out of bed that night) Over the next two days I have had meetings with the Guest relations manager and then the Hotel manager. What I thought was a fair compensation was to have the first two nights of our cruise refunded ( We paid £3,437 for 7 night cruise only...no flights or transfers) and then to be offered something as a gesture of good will.....maybe a spa treatment or something of similar value to make amends for the stress of the 1st night....so approx £491 per night X 2 nights = £982. What I was offered was either...... £300 on board credit to my account and one internet package or... 20% of the holiday price as a voucher for another cruise. (A voucher for £687 against another cruise...no cash value) I was told that nothing else would be offered as this was company policy and that the Hotel managers hands were tied. We have declined both of these offers and will continue the matter further through appropriate channels when we are home. P.S....When we did get back to our cabin there was not even a note or bottle of wine waiting for us....nothing...all we have been met with from management is a corporate stone wall of policy, procedure and excuse my french...ass covering!

We are currently on day 3 of a 7 night cruise out of Barbados. On our first night at 1.10am we heard running water in our suite.....I stepped out of bed into 'water' on our cabin floor. Waste water containing used toilet tissue and other 'waste products' were coming up through the shower drain and into our cabin and flowing from the bathroom door towards the balcony. We were paddling in sewage to get out of our bed. We called reception, who sent maintenance and then guest services attended who took one look at the situation went away and found us another cabin for the night. So by 1.45 am we taken to another cabin with a handful of personal items leaving the majority of our luggage behind. Everything had to be lifted up off the floor to prevent it being soaked in sewage It was a bad situation to have sewage flowing through our room but the on duty overnight staff handled it well. Fast forward to late afternoon on day 3......I have been to reception 4 times....no member of the management team has engaged with us, contacted us or reached out. Since a conversation with a senior member of the reception team yesterday morning we have heard nothing from guest services or the hotel management. We are still not back in our booked suite where the majority of our belongings are and we have been been downgraded several levels of accommodation. We do not know when and if we will be allowed back. All the crew have been friendly and efficient but the management are nowhere to be seen. Reception staff have clearly been told not to give out the names of management. Things will always go wrong in all walks of life, we accept that, but how it is dealt with is the key to a successful customer experience. The senior management on the ship are letting the customers down and the hard working crew down. Is it too much to ask a member of the Marella management team to reach out after a suite has been flooded in sewage in the middle of the night?

Have you guys left Callao yet...is all ok with the troubles in Lima?