I was on the Sovereign in 2005 - I think right after they did the refurbishing, and I must say... this was my least favorite cruise of all. All my cruises have been on Royal Caribbean. And I will continue to cruise with Royal, but I will never go on Sovereign again. I guess you just have to expect that type of cruise and problems with an older smaller ship - esp if you are used to the bigger ships. We had basically the same problems... ... It wasn't like the other cruises. Even the staff wasn't friendly. Maybe cuz it was only a 3 night cruise? Hoping for a better experience on it's sister ship the Majesty in July! (4 night)
I'm sorry you have a bad experience, esp with the customer service.