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Carnival Cruise Lines Renews Satisfaction Guarantee Through 2015

LauraS

By LauraS,
in Carnival Cruise Lines

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acesfull0323

acesfull0323

Posted
Posted

Skip the guarantee and save some time. Horrible customer service. The truth is Carnival just doesn't care.

 

If you are thinking about going on a Carnival Cruise....Don't!!!!! I currently have two unresolved issues with Carnival Cruise Lines. They have been unresponsive and my wife and I both believe that they do not care. That is why I have taken to the internet to let everyone know what has happened. If you too have had a bad experience please post it as well. It is the only way to teach Carnival how important customer service is. If you want to take a cruise please consider Royal Caribbean or Norwegian first. Please stay away from any of the Carnival family of cruise.

 

Here is what happened please judge for yourself

 

1) My wife and I booked an excursion on board the Carnival Breeze to go to the Seven Mile Beach in The Grand Cayman Islands. We arrived at the beach and asked if there were lockers where we could put our valuables. We were told no locker were needed it was perfectly safe to leave our bags by our beach chairs. They told us there was security there watching as well. My wife and I went for a swim when we go back our bags were stolen. The bags contained an I-Phone, pair of prescription glasses, beach towel, a book, $50 in cash and a few articles of clothing and our drivers licenses. The estimated value of the items was around $1500. We reported the theft to the tour manager and the police were called. First we spent about a half hour filling out a report for the tour company and another half hour filling out a report for the police. The security guard who was supposed to be in our area admitted he was at fault because he had left our area and was not there when the theft occurred. He admitted he should have been there but was called away. Because there were no lockers, the security guard admitted fault and we were told that it was safe to leave our stuff we believe the cruise line and tour company were negligent and should be held responsible for our loss and therefore we should be compensated. My wife and I then went back to the ship. On the ship we filled out two more reports that took over an hour to fill out, one with guest services and another one with Carnivals security department. Important to note during this time no employee of Carnival said they were sorry or apologized for what had happened. Instead they acted annoyed and inconvenienced by us by making them fill out all these reports. We were told we would be contacted letting us know what they could do. 24 hours went by and I heard nothing. I decided to call up the tour desk manager who offered the first apology only after I asked for one. I did receive a credit back for the cost of the tour and a complimentary dinner. I was told that they were still working on the compensation but they had to wait until after the investigation had been done. This is what we were told the whole rest of the cruise, they were working on it. The last day of the cruise we were told they were still working on it and it and we should hear something in a couple of days from the corporate office. About a week later we received a letter saying they were still working on it. I decided to call. I talked to 7 different reps at Carnivals customer care center. No one could help me. I finally tried to call the CEO's office and got in touch with a someone who represents that office. I explained my problem for the 8th time. She looked up all the notes on the computer and told me the case had been closed weeks ago when we were still on the cruise. All this time Carnival had been telling me they were working on getting me reimbursed the case had been closed. Carnival never had any intention of working on this case or reimbursing my money. They just lead me on. The person I spoke with at the CEOs office said she would re-open the case and get back with me. That was 10 days ago and I have not heard a word!!!!! This is no way to treat a customer.

 

2) My second problem occurred in the casino. I played in a poker tournament onboard. I payed $150 to play in the tournament. The winner of the tournament was supposed to win $250 plus a seat in the $150,000 Poker Pro Challenge Tournament. The Value of the entry ticket into this tournament was valued at $750. I won the tournament. However, when I went to book my room on the Carnival Dream to play in the tournament there were no rooms left. The entry fee that I won that was supposedly valued at $750 was now worthless since it could not be used. I paid to win what the told me was a prize package of $1000, what I got was $250. That is fraud in my book. Again I contacted Carnival, they said it was not their problem it was a Casino issue. I had to email the Casino because they would not give me the phone number. They contacted me back saying they would take care of it but to date they have not done anything but say they would take care of it. The date of the cruise was August 24th. It is now September 16th and both these issues have gone unresolved.

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Colive18

Colive18

Posted
Posted

When you try to a value of $1500 dollars on an iPhone, book, glasses and other misc. items, I right away know you are just a person here to exaggerate and make your situation seem terrible. For one, Carnival doesn't run the excursions. Good look getting money for your "$1500 estimated value". Secondly, if you are that impatient that you actually expect a company to hand over a cash prize in place of a seat in a poker tournament, you should share your drugs with the other passengers that sit in the corner and expect a hand out because Carnival caused them to get a hang nail.

 

 

Sent from my iPhone using Forums mobile app

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JennN

JennN

Posted
Posted

Common sense dictates that when you are in a foreign country, or anywhere that is not your home, you lock up your valuables, no matter how safe someone says it is or else the blame is on YOU! Would you sue Toyota because someone broke into your car because you left your iPad on the seat?

 

:confused::confused::confused::confused::confused:

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rhfish3

rhfish3

Posted
Posted

I have had nothing but stellar response from Carnivals customer service. Yes sometimes things take awhile. I had a situation with my home insurance that took 3 months to settle. Patience is a virtue

 

Sent from my GT-P7510 using Tapatalk

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us2swingu

us2swingu

Posted
Posted

Sorry but it sounds like you are more at fault then anyone else. Common sense says don't leave your stuff out for the world to take. I don't care what they told you, I would NEVER leave my valuables alone if I could not lock them up and that is not Carnivals fault that was yours. People just need to take responsiblitlty for there own actions.. Sorry, but the truth hurts..

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  • 1 year later...
acesfull0323

acesfull0323

Posted
Posted

First it sound like you all work for Carnival trying to cover up for them.

 

Here is why you are all wrong!

 

First the value I stated was correct. I have receipts for all items. Not need to exaggerate.

 

Second it was Carnivals private beach, not a public beach. They have a reaponsibilty to keep passengers safe and their belongings safe. They had a person in our area who was supposed to be watching our and other people stuff. He admitted to leaving the area, even told us that he was not suppose to leave and admitted he was wrong in doing so.

 

Third, I entered a tournament that guaranteed a prize to one of the participants. I won and did not receive a prize. Under you logic I guess all you think it is ok for Carnival to have Slot Tournament, Black Jack Tournament take people's money and then not pay out a prize when someone wins. What if you bet on black at the roulette table and the ball landed on black and then they did not pay you your winnings? Would you be upset? Of course you would be. So why would you treat me the way you did in this forum? I paid money real money to play in a poker tournament. I was promised a prize if I won. I won the tournament and they never paid me! Yet they kept the money of everyone that paid to play the tournament with me. Is that fair? Yes they finally refunded me my entrance fee after fighting them for a long time but they still kept the money from all the other participants. I tried to enter the tournament immediately after disembarking from the cruise so it was not me procrastinating. My problem is they took my money most likely knowing the tournament was already full. Again I tried to book it immediately. It would be like buying a lottery ticket, winning and then being told you are not going to be paid a prize. Then later finding out the people who you bought the lottery tickect from planned on keeping all the money they collected from everyone who played. Do you really think that is fair? I can't believe any intelligent person would believe this is ok!

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acesfull0323

acesfull0323

Posted
Posted

Wrote letters, contacted the CEO's office. Casino is run by a separate company. Carnival gave me my entry fee back. As far as I know the others who participated did not get money back and are unaware of the situation. I really haven't thought much about this since but I accidentally stumbled upon the replies to my post while I was looking for an email for cruise I am going on Sunday of course with another company. It will be my 10th. Just shows you what a bad decision Carnival made addressing this problem the way they did. They spend millions on advertising to attract new customers yet won't pay the winnings on a poker tournament which would number one be the right thing to do. Second would have saved a customer. Plus, we usually book a suite or at least a balcony. My wife and I are also M Life Gold Members which means we spend a lot of money at casinos. Again all around a bad business decision by Carnival. It's ok though I have enjoyed sailing with Royal Carribean and Norwegian. Have never had a problem on either.

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BeachChik

BeachChik

Posted
Posted
First it sound like you all work for Carnival trying to cover up for them.

 

Here is why you are all wrong!

 

First the value I stated was correct. I have receipts for all items. Not need to exaggerate.

 

Second it was Carnivals private beach, not a public beach. They have a reaponsibilty to keep passengers safe and their belongings safe. They had a person in our area who was supposed to be watching our and other people stuff. He admitted to leaving the area, even told us that he was not suppose to leave and admitted he was wrong in doing so.

 

Third, I entered a tournament that guaranteed a prize to one of the participants. I won and did not receive a prize. Under you logic I guess all you think it is ok for Carnival to have Slot Tournament, Black Jack Tournament take people's money and then not pay out a prize when someone wins. What if you bet on black at the roulette table and the ball landed on black and then they did not pay you your winnings? Would you be upset? Of course you would be. So why would you treat me the way you did in this forum? I paid money real money to play in a poker tournament. I was promised a prize if I won. I won the tournament and they never paid me! Yet they kept the money of everyone that paid to play the tournament with me. Is that fair? Yes they finally refunded me my entrance fee after fighting them for a long time but they still kept the money from all the other participants. I tried to enter the tournament immediately after disembarking from the cruise so it was not me procrastinating. My problem is they took my money most likely knowing the tournament was already full. Again I tried to book it immediately. It would be like buying a lottery ticket, winning and then being told you are not going to be paid a prize. Then later finding out the people who you bought the lottery tickect from planned on keeping all the money they collected from everyone who played. Do you really think that is fair? I can't believe any intelligent person would believe this is ok!

 

At almost two years later I think it's time to let it go.

 

And fwiw, to quote you, here's why you are wrong.

 

The seven mile beach is a public beach and not carnivals private area. So that's your fault for leaving valuables on a public beach where anyone could steal them. That is in no way the cruise lines fault. And also why would you take $1500 worth of items on a beach excursion. Not very bright.

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acesfull0323

acesfull0323

Posted
Posted

There was a pair of prescription sunglasses that were my wife's and not cheap. 2 I phones the latest version at the time some cash. Not a lot. Plus all picture IDs. And a few other items. We were also told it was safe to leave our items. We had asked for lockers and were told there were none but it was safe. I have let go just stumbled upon the replies accidentally which I found to be aggressive. Just had to respond. Right is right and wrong is wrong does not matter how much time has passed.

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