I have read your posts on the MSC Lirica about the poor service and bad food. I have been e-mailing MSC 's NJ office in the US and also their home office in Italy and attaching your posts. MSC does care about customer service!!! They have replaced the Chef and they now have a person on board right now addressing your concerns about the problems you have talked about in your posts. Lucy Schnorrbusch the operations manager and her boss Steve Hirshan have assured me the problems will be corrected. I am going on b2b Lirica cruises on May 15th for 22 days total. I trust Lucy and Steve or I would have canceled my cruises. Please have faith in MSC cruise Lines.
Good Luck!! We hope your b2b experience is everything you hoped for. Let us hear from you.
Day One: Embarkation – Boarded ship at approximately 2 PM. At the embarkation picture area we requested that our picture be taken with our friends. We were told “No” even though we saw embarkation pictures with 3 – 5 guests in the photo library. We were also told we could not use our personal camera either to record the event with our friends. We were later told by the photography crew that our embarkation pictures were lost along with about 25 others due to a camera malfunction. Upon arrival in our cabin #12031 we noticed that both 110V electrical outlets at the dressing area did not have plates on them and the wires were dangerously exposed. In addition, the door covering the mini-bar was falling off. We noted these deficiencies to our Cabin Stewart, Alex Noel. He assured us that these items would be seen too and corrected shortly. Upon disembarking the ship the items still had not been attended to. We also noticed that although our friends in the adjoining cabin had been given robes, however, we did not receive any in our cabin. Upon questioning Alex, he made us feel that we may have misplaced or taken the robes. When he did bring us two, they were shrunken, frayed, and too small for even a child to wear. The air conditioning system in the room consistently failed to bring the temperature down to an acceptable level. We brought these issues to the attention of Alex, once again to no avail. It operated in the same condition upon our disembarkation. We finally left port in Fort Lauderdale about 2 1/5 hours late. We were informed by a placard in our cabin that we were assigned to table #75 in the L’Campo dining room at 1st seating which was advertised in the brochure as 7:00 PM but turned out to be 6:00 PM. Table #75 turned out to be two tables seating two each next to each other. Our other friends we were cruising with had been seated at separate tables. We went to speak with the Maitre‘d, Leonardo Moccia regarding this error and were reassigned temporarily to Table #80 at 2nd seating which had now been changed to 8:00 PM from 8:40 PM as the brochure indicated. At dinner that night we were assigned to a waiter by the name of Marcella. Upon sitting down at the table, he “threw” the menus down in front of us, never smiled, failed to introduce himself, and demanded that we make all of our dinner selections including desert on the spot. When the beef entrée arrived it looked like the bottom of an old shoe although we had ordered them rare. He begrudgingly took back the entrées in a huff and replaced them with something that looked somewhat better but now had the consistency of an old shoe with vegetables that looked like they were “Jolly Green Giant” frozen rejects. We could not get tea at dinner, only water which was served in a wine glass without ice. Needless to say dinner was ruined and our appetites quickly disappeared. Our travel agent had requested a seating with the waiter Ciccio, all together. In addition, my wife is allergic to tomatoes and several other vegetables. A special food request was put in by our travel agent, but both requests were not honored by MSC staff.
Day Two: At Sea – We paid a visit to the Maite‘d once again to get reassigned to a table with Ciccio so we could all experience our lunches and dinners together. The Maitre‘d was outraged at us and others trying the change their seating arrangements. He outwardly made disparaging remarks about Americans and vowed he would never sail with Americans again. He started swearing in Italian (I understand some) and kept up his negative remarks against Americans. His assistant finally changed our tables. However, the food once again proved to be of extremely poor quality although the service had improved. On another note, all beverages such as soft drinks, lemonade, etc. with the exception of water, tea, and coffee needed to be purchased at additional cost. We also found out that lunch is “open seating” and we cannot enjoy it together at an assigned table. This was not the way the cruise brochure depicted it. We were also surprised upon visiting the “Coffee Corner” that we were charged for our coffees as other ships we had sailed on in the past, these were always included. Activities on board were sorely lacking. No bands around the pool, no music, and a lot of dull entertainment. All lounge chairs, tables, etc. were wrapped up and put away by 5:30 PM and the pool/Jacuzzi facilities were then unavailable. The pizza area by the pool was never open during the duration of the cruise. We also realized at this time that the ship was not taking the navigation itinerary as shown in the brochure. The ship rather than going around Cuba to the West took the Windward Passage to the east. We especially booked our cabins on the port side to take advantage of the passage to the west around Cuba. This did not happen.
Day Three: Montego Bay – We arrived in Montego Bay 1 hour late, however, by the
time we made it ashore we were over 2 hours late. We had reserved a car for the 12:00 PM arrival so we could tour on our own. We were told that we would be Tendered to port although the itinerary in the brochure never did not suggest this method of debarkation and there were ample docking facilities available for our ship. A Carnival cruise ship was docked at the port. Reasons for not docking at the port were not given and the crew members asked did not now why. We went out on the first tender, thanks to Betty at Reception, although we were told that excursions would go first. As we arrived at the dock the tender pilot was unable to secure the vessel. We bounced around in the docking area, almost turning over once, as the locals laughed at us as we tried to land. The tender pilot came around time and time again until finally several strong locals tied him up. No disembarkation photos were taken as experienced on other ships. Since we had only a 7 hour time slot in port and 2 ½ hours were now gone, our day in Jamaica was ruined. We only had the time to visit one attraction before we had to reboard the vessel. Although we had to be on board by 7:00 PM, we did not leave port until 9:30 PM since the ship lost several passengers and their travel agent. Apparently they left the ship in Jamaica, refusing to return due to their negative experience on board.
Day Four: At Sea – Once again the food was poor. The food at the buffet was bordering on uneatable. The joke on board was that whatever you didn’t eat the night before would appear at the buffet the next day, and it did. Once again, the activities on board were the poorest we have ever experienced, napkin folding, learn to speak Italian, etc. Where was the wine tasting and the art shows we experienced on other cruises? Where were the bands around the pool, the excitement of it, and all the games on deck? Nothing at all on this ship!
Day Five: Cartegena – We disembarked and proceeded on a tour of the city booked through MSC. There were no disembarkation photos taken as we had experienced on other cruises. We were promptly advised by our tour guide that Cartegena is not visited by many cruise ships lately because of the danger to Americans. As a matter of fact we were told that it has become “a very dangerous kidnapping area” and we must stay close to our tour. My wife was terrified upon learning this and did not enjoy her time on shore. She counted the minutes until the tour was over. These security matters were never explained to us in the MSC brochures or accompanying information. Once again the food was very poor and the buffet got worse (if that was possible). All juices are canned, not fresh; everything on the buffet seems very old and recycled.
Day Six: San Blas Islands – Tendered to shore to Provenir Island where the local Kuna Indians sell their “molas”. No disembarkation photos once again. On a high
point, this was this first location that the ship set out water and juices for
passengers. The experience here left a lot to offer. No tour guides from the ship to help us, dumped us off on an island where we were left to fare for ourselves.
Food on board is continues to be the worse we have ever experienced on any cruise ship. Juices are canned, vegetables seem frozen and yesterday’s food becomes today’s salad.
Day Seven: Panama Canal – We are told that we can not set foot on Panamanian soil unless we signed up for an excursion. No mention of this in the brochure. Since we booked an excursion to the Changres River, our ability to set foot on land was guaranteed at this point. However, all others had to pay $32 to go ashore. We were later informed that we also paid the $32 each as it was included in the excursion we took. We were at informed at booking the cruise that all port charges were included. If so, why were we charged an additional $32 each to go ashore? Again, food is absolutely terrible; nothing ever changes from the rolls to the desert. All deserts always come with a putrid green liquid on the plate that doesn’t taste like anything.
Day Eight: Puerto Limon – Once again ship is late getting into port. Brochures depict ability to travel inland to capital of San Jose. However, no tours or cabs will travel to San Jose and expect to get back to the ship in time for sailing at 5:00 PM. Trips to San Jose were advertised in the MSC brochure but no one could travel there due to the time constraints. Spend most of our time at the dock purchasing local handicrafts and other trivial items. Food hasn’t improved at all. Now we’re getting leftovers from three days ago at the buffet and at dinner.
Day Nine: At Sea – Activities at sea once again very limited. This is definitely not a “fun” ship. It seems that MSC has purposely segregated the nationalities on board and the attitude towards Americans is not good. It seems a joke when we wanted to play miniature golf that we had to go down to Deck Six, pay a deposit of $10 to secure a ball and club to play. The hours of operation were so short that it was almost impossible to enjoy a game. Tonight was the “Buffet Magnifique” or the best buffet of the cruise. No ice sculpturing on deck. We were so disappointed having experienced the Grand Buffets on other ships. This buffet was a total “joke”. The food at the buffet and the presentation was terrible. The one ice sculpture there had already melted into a form that was unrecognizable. Food was a little bit better but not at all what we had experienced on other cruise lines.
Day Ten: At Sea – Once again, activities are extremely limited. Food at the buffet has not improved at all. Staff continues to be nasty and not very accommodating.
Our cabin steward at this point has made sure he doesn’t interface with us, for what
reason we do not know. Food in the dining room has become a ritual rather that an expectation of a culinary experience. This experience has set us up to never sail MSC Italian Line again. Everyone agrees that this ship will never make it in the U.S.
Day Eleven: Key West – All 972 Americans on board were compelled to gather at 6;45 AM in the Lirica Lounge to meet Immigration Officials. Arriving at 6:45 AM all available seating was taken. Passengers were pouring outside onto the decks and elevator areas. No refreshments, coffee, etc. were served. Passengers waited until approximately 8:00 AM before the Immigration Official made it on board. Passengers were told that they could board tenders for Key West beginning at 9:00 AM. At 9:00 AM all passengers were informed that the tender could not operate due to the fact that the seas were too rough. Our entire day in Key West was spent aboard the ship anchored off shore. No explanation was ever given as to why we could not dock at Key West. The brochure we relied upon to make our decision to cruise the line never alluded to a tender at Key West. There were two other cruise ships docked at Key West (RCCL) and there was ample room for another ship to dock.
Day Twelve: Fort Lauderdale – Thank GOD this experience was finally over. All of us on board have already come to the conclusion that the MSC Lirica is the “Motel Six” of cruise ships. Nothing could have been worse.
In conclusion, this ship definitely did not live up to our most conservative expectations. Our expectations were based upon the literature that MSC Lines disseminated as well as our previous cruising experience. This was truly the "Voyage of the Dammed"!!!
Sorry you felt your trip was so awful. Fortunately, you are only a few people that feel that way. It is not a Crystal or Diamond Radisson Cruise. Perhaps if you keep in mind the price point of this cruise and what is offered, you would feel better about it. I sailed on January 15th, there were problems, but not enough problems to ruin a cruise. But many, many more positives that made it a great cruise.
I plan on sailing again with them in May and then Europe this summer. I have talked with many, many people and travel agents who had groups on the ship. No one, read my lips, no one has expressed such a negative attitude as you. Next time book Crystal.
I agree with you 100%. We were on the Jan.26th sailing and had a wonderful time .We generally knew what to expect before we went. I heard a few complaints but most looked like they were having fun.
Certainly I would not go back on May 4th if all this negative hyp were true. Its really what you make of it, plus as I tell my friends, remember what you paid for the trip vs. what another 11 day trip would cost. They tried hard and you have read how they are trying to correct the problems that are preceived by the Americans.
Now you know why we get the reputation as the "Ugly Americans"
Steven B.: Sorry I did not get to finish my message. Are you sailing again May 4th, Southern Caribbean and the Big Band? If so, we will be joining you. Should be a great cruise......... These boards are great. I've already made contact with a few people who are sailing on that date.
Yes, we (my husband and two other friends) will be on the Lirica May 4th..... what fun that we know a few people. Also a friend of mine, who I had not communicated with in a very long time, called me on the spur of the moment and in conversation spoke about a cruise she and another couple were taking May 4th....... Yes, it turns out to be the Lirica. While scanning the Boards "met" another gal (and her dad).
We should have a very good cruise! And a chance to make new friends! Steven, who will you be traveling with? Where is your home? We live in Venice, FL; my friend is from Orlando, FL ; the other couple from Bethelehem, PA.
Just noticed the spelling of Bethlehem................... do you need an extra "e" somewhere?
While I have you on the "line", tell me a little about the Lirica. It could not be as bad as some folks have reported. My TA said they have a new chef and many changes have been made. What's your positive point of view? Which dining room did you eat in and how was the service? Anthing that would be helpful to know and plan on now? Did you go on any excursions and how did you like them? I am doing some research now for tour companies, taxi drivers, attractions, etc. We could probably get a good rate if we made our own little excursion group.
I certainly look at this as a chance to try Italian Continental food and that Big Band is a very large plus to this adventure. Wonder if Buddy Morrow will actually be there.... he is 84 years young and hopefully still going strong. Do you remember his popular song, NIGHT TRAIN? The other cruise had Les Brown, Jr. which was reported to be very enjoyable. They did not have the large number of musicians, only 4 or 5.....but still great.
I will be on the May 4th cruise, I think my wife does not want to take the time off from work to repeat the same itinerary. I will be a group leader for two different groups.
We were on the January 15th cruise. There were problems, not enough of problems to ruin a vacation. Nor do we have any kind of negative attitudes that would spoil a vacation. Just go with the flow. In all it was a great cruise, the food was ok to good. Some problems with the menu, they tried to Americanize the menu, which in my opinion was a mistake, not enough dessert choices, same bread each meal. Do these ruin a cruise? Hardly. Les Brown Jr was on board as well a Lori Halfer. We did not take any excursions, but only heard one person complaining.
The help is extremely accomodating, trying very hard to please. We have a great waiter, in fact I am bring him and the table capitan tee shirts on March 10th and will join the table captain for lunch. If you would like I can give the table captain your name and room number and tell him you need to be in his section. Email me privately. On our cruise, it was a major problem for the cruise line with the Americans, who all wanted first sitting. They created so many problems for themselves by trying to accomodate all at first sitting. I understand they now do it on a first come first serve basis--that should create problems for them.
We found so much entertainment each night, always something going or doing. The cruise staff was great, the first night I thought it was such stupid silly crap, but then we realized how funny they actually were.
The ship is beautiful and well done. Bathrooms tend to be small but certainly adaquate