This is our 12th cruise and most of the cruises have been with Carnival Cruise Lines. This was the once in a life time cruise that involved the entire family a total of 14 paying passengers and also my parents 54th wedding anniversary.
This situation concerns my hushand, my daughter age 3, my son age 9 and myself. I have attempted to contact Carnival Guest Relations with no results. If you have any input please contact me at firstname.lastname@example.org
We enrolled our children in Camp Carnival as we had done on every cruise. Our 9 year old was eager to participate as he had done in the past. He talked about how much fun he had and the special things he got to do when he went. This was a different cruise this time.
When we walked into the Camp Carnival, which was a very small room, it contained the minimum "to get by" toys for small children. No nap area and one disgruntled care giver. We had pages of paperwork to complete and then we were told that my 9 year old could sign himself out anytime without parent supervision. The care givers at Camp Carnival required us to wear a pager due to our 3 year old daughter. We understood this was a good idea but if we were on a shore excursion how were we supposed to contact the ship? We were told that the children could only stay in Camp Carnival for only 6 hours each day and that we were required to pick them up for meals. If we were on a tour we copuld make arrangements for a fee to have the children taken to the buffett for lunch. This was not what was published in the brochures and definitly not what we had imposed on us in the past.
Day 1 - We picked up our children after 5 hours and 49 min. The care giver was rude and very short in responding to our questions concerning what type of day our children had. Our son stayed in the room with his sister as we had asked him to do. The care giver stated that "we encourage the older kids to come and go and we have other activities for them to go to in other parts of the ship." I explained that I did not want my son running loose on the ship with out adult supervision. I was told that was a responsibility of the child and parent.
Day 2 - My son asked that he not have to go back to Camp Carnival. He also stated that he was not allowed to participate with the other kids in the age group because he was told that he had to sign himself out to be able to participate. He knew that this was not acceptable by us. We did not use the services of Camp Carnival on this day.
Day 3 - We were in Dominica. We took the children to Camp Carnival due to having a shore excursion at 100pm. We told our son that if he had to sign himself out to be able to participate in the activities for his group that he could do so. We arrived back at Camp Carnival at 515pm as soon as we got in from the shore excursion. We were then fined by the camp care giver. This was a fine of $8.00 for extra child care due to not being back from the shore excursion by 500pm. My husband signed the fine and I took this up with the Purser. The purser verified that the shore tour did return late and removed the fine from our sign and sail card. This was not over the 6 hour limit that had been set by Camp Carnival Staff.
That evening my son stated to us that we had been discussed by the care givers and that the care givers had been "mean" to our daughter. By screaming at her and making her stay within a closed area and not being able to play with the other children. We went back to the pursers office and attempted to get to the bottom of this. The purser stated that he would check into it and get back to us.
One of the care givers called our stateroom and said that there had been a huge misunderstanding. She also stated that the fine for being late had been removed for our sign and sail card. She stated that our daughter was a delight and there was not a problem with her staying at Camp Carnival. Then 3 young girls came to our stateroom and asked to speak to me. The young girls were the care givers at the Camp Carnival. One young lady handed me the pager that my husband returned to he when he had picked up the kids. They said that the pager had already been charged to our sign and sail card ---amount $75.00----that we were responsible for it until Friday. My husband stated that we would not be using their services anymore. I then explained to him that we had no choice but to use them because of the shore tours that did not allow children. My husband agreed to keep the pager and stated that he would bring the kids in the morning before the tour. He also tipped each of the girls $5.00 each and asked that they take good care of our little ones.
Day 4 - We took our children to Camp Carnival. Our son and daughter did not want to go back. We took them against our better judgement. The shore tour that we had scheduled would not allow our children to participate. We arrived back at our ship at 420pm.
My husband went to Camp Carnival to get the children. He found that we were being fined for the second time this was the amount of $5.00 due to picking our daughter up after 400pm. Our son had signed himself out and no one knew where he was because the group he was in was not at the location stated in the paper.
He was demanded to sign the fine and that he could not take our daughter until it was signed. He was not to bring either child back to Camp Carnival because they were not being picked up on time whether it was the tours being late or not.
He refused to sign the fine and the care giver refused to give him our daughter until this was signed and handled. My husband then went past the care giver to get our daughter from behind an enclosed fenced area. The care giver called security. This story esculates from here.
My husband makes his way back to our stateroom and informs me of the situation. My son was there and stated that the care giver had "smacked" our daughter. I proceded to remove her clothes and found an adult hand print on her back and well as fresh bruises and scraps on her legs.
Security knocks on our door when my husband opens it the security guard grabs my husbandby the left arm and forced him into the hallway. The security guard stated that the hotel manager wanted to see him NOW!
My husband, myself and my daughter went to the pursers office in the main lobby where the situation became even larger. The hotel manager was not there so we took this up with ther purser. The purser made several calls but did not locate the hotel manager. We waited approx an hour with the security guard until the hotel manager finally came to us. The hotel manager stated " he was very busy and had a ship to run that he did not have time to deal with this issue." He also stated that he would talk to my husband the next morning. When I spoke up he put his finger in my face and told me that this was not my issue and he would not talk to me. I continued to try to explain to him about the hand print and bruises on my daughter. The hotel manager turned and went into his office and slammed the door behind him.
At this point the pursers lobby was full of people and the security guard had my husband by the arm again. We were then escorted back to our stateroom where a guard was stationed by our door or following us anywhere we went on the ship.
Day 5 - 730am The pursers office called and spoke to my husband. The hotel manager wanted to see him in his office in 5 minutes. We went to his office. The security guard was waiting outside our door where he had been all night. He escorted us. We arrived and I was told by the head of security that I was not allowed in. My husband stated that he wanted me in this meeting.
The hotel manager stated to my husband that he was not welcome on the ship and at 1030am we would be docking in St Kitts that is where he would be disembarked. My husband wanted to know why the action was being taking and why his daughter had marks on her from Camp Carnival. The hotel manager said that he had his orders from Miami and that it was the end of the discussion.
I spoke up and wanted to know the reason he had these orders from Miami and what was the crime that my husband had committed. The hotel manager stated "You are not involved in this and he did not deal with females! I am a very busy person with a ship to run. If my husband wanted me to know he would have to tell me."
I interupted him and asked what he was going to do about the marks on my daughter. He stated that I would have take it up with the office in Miami. The discussion was over.
He turned to the head of security and asked him to escort us back to the stateroom and to return with my husbands passport.
I interupted again. I stated that he was not getting my husbands passport without legal representaion. The hotel manager stated that he was all that he needed and that he strongly recommended that I keep my comments to myself or I would be the next one gone.
We were escorted back to the stateroom and we packed my husband while under the supervision of the guard. The guard stated that we would have to take the passport to the pursers office so that we could have the arrangements made for my husband to fly from St. Kitts back to San Juan, Puerto Rico.
Escorted again we returned to the pursers office. The first Purser explained that she did not know why all this was happening and that she needed the passport so that Carnival could make the arrangements for the flight for my husband and that we would be responsible for the cost of the airfare.
We ended up paying for the flight and meeting with customs officials to completed the paperwork for my husbands disembarkment. I rode to the airport where we had to pay a tourist tax for flying out of St Kitts.
I returned to the ship and paid my taxi fee. The next morning when we got back to San Juan I received the bill for my sign and sail card. I had the child care expenses that had been removed and then added again and also the transportation for my husband to the airport had been added.
I have not had any luck with Carnival as far as getting satisfaction for the WRONG that was done to both my child and my husband. PLEASE HELP if you can.