What type of research did you do on this ship before going? I have heard since they started this line that their wheelchair access was very poor and that they do not encourage anyone who uses a chair to travel with them. I note that they have only inside cabins that are marked as accessible. I am sorry you had a bad time...are you an experienced wheelchair cruiser?
We did South American on HAL and had a good accessible cabin, but would never expect that they would provide a crew member for shore trips, nor even accessible tours. We made all our shore excursion arrangements on our own on that trip and saw pretty much the same things as those on the tours (at a cheaper price).