Dreams crushed on the Liberty of the Seas 6/11-6/18
Why not get the best customer service?
Just finished on the Liberty of the Seas Barcelona, Toulon, Nice , Rome, Napoli in the Presidential Suite for dream of a lifetime- Family Reunion, mother's retirement as a banker for 30 years with Wells Fargo, grandmother's 82nd birthday, nephews 15th birthday, daughters birthday, my birthday, and fathers day gift. Our dream vacation was the worse nightmare. We were treated not as GOLD C&A members but rather than second class citizens. It first started with getting thru the Pier staff at Barcelona with Anna then Yolanda-PORT supervisor. They were rude and accusatory because of the booking glitch for our party of 14. Then we were pawned off to the Fatima Ship's Administrative Officer who could not get our sea passes set up. She then punted us to our Concierge Mario Adonis Reyes. Even he could not get our sea passes set up correctly. We were not able to get into our Presidential Suite let alone put charges our our sea pass. To add more insult the Cruise Assistant Staff Becky Smith had her own staff not able to tell the difference between GOLD vs stand guests when we tried to enter the shows- half of our party was denied access. At this point this was when my mother cried and wept openly about being humiliated. We next dealt with the Guest Services Front Manager Nieslen who was not any more able to correct the problems with our sea pass cards. His Guest Relations staff even tried to call security on my brother in law due to the poor guest services interactions. In the end it took the last day Berniece, Guest Services Manager to address our concerns after we had meet her during our behind the scenes tour of the Captains Bridge. She tried her best albeit a difficult one to make our cruise better and correct her staff's incompetence. She even offered us initially 25 % then 50% off future cruises within one year for our entire presidential suite party. My mother's response was she will not be returning to royal caribbean as a GOLD Crown & Anchor member and would cancel her upcoming Allure of the Seas vacation. My mother is a woman who prides in her professionalism of great customer service as a banker and to experience the humiliating treatment by the Yolanda - Pier Supervisor, Fatima Ship Administrative officer, Mario Reyes - Concierge, Becky Smith- Cruise Assistant Staff, Nielsen- Guest Relations Front Manager- crushed her dreams. So I ask Royal Caribbean the Nation of Why Not? Why we did not get the dream of a lifetime?? I post this for cruisers to be aware to get the question of WHY NOT get the best customer service.
Sincerely Saddened GOLD Crown & Anchor Member
Review about: Royal Caribbean Cruise Booking.
Monetary Loss: $25.