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-   -   Complaint Letter to Carnival (http://www.cruisemates.com/forum/carnival-cruise-lines/382336-complaint-letter-carnival.html)

EMG May 6th, 2011 12:52 PM

Complaint Letter to Carnival
 
I just got back from my Cruise on the Destiny on Monday and I may have been the most disappointed with the cruise as I've ever been; which has been never!

Has anyone ever written a complaint letter to Carnival and if so; were you satisfied with the resolution of your complaint?

1)Every night of my cruise I had to call Security because the people in the cabin next to me must have brought onboard with them some type of boom box because you could here the bass from the music and the occupants yelling over the music trying to have a conversation with each other. Many nights this woke me and my wife out of our sleep.

2)The bathroom shower drain would not drain properly so after every shower the bathroom floor would be soaked. We had to use the beach towels to mop up the floor and have them replenished; after every shower!

3)There were kids (I guess around ages 3 and 4) in the adult pool with their parents; yelling, splashing and making what is supposed to be a comfortable ADULT dip in the pool, very unattractive. When I pointed out to the supervisor on duty he says; "there's nothing I can do, they paid their money too". I pointed out to him the sign that say's ADULTS only and he still refused to remove them from the pool.

Any thoughts or has anyone had experiences like mine?

Thanks

JUMGWM May 6th, 2011 03:09 PM

I sent carnival a letter a few years ago after a bad experience on the same ship. I got the information for where to send it from my travel agent. I received a letter with a gift certificate for half the amount I paid for the cruise and a coupon for 25% off a future curise. Also now when I book I usually get an automatic upgrade. Carnival in my experience will do there best to respond to you in a timely fashion and try to make you happy espically when the staff on the ship has not taken care of the issue. I can not find the address but I can ask my agent if you can not find it.

EMG May 6th, 2011 03:18 PM

I feel bad calling my Carnival PVP because she has been great in assisting with booking my 8 cruises so; if you can find that address for me that would be great!

reverendjeff May 6th, 2011 10:45 PM

The address is; Carnival Cruise Lines Customer Service Department, 3655 NW. 87th Ave. Miami, FL. 33178-2428


I have used this address once to complain and once to give praise, and each time recieved a response.

EMG May 6th, 2011 11:47 PM

Thanks Jeff!

Phil&Liz May 7th, 2011 09:27 AM

If you share your story with John Heald at his blog John Heald's Blog he can make sure the right folks see it, including the senior management at CCL and on the ship itself.

green_rd May 7th, 2011 10:13 AM

If you send a complaint letter think about what action you would expect Carnival to take. Do you feel you are entitled to some sort of compensation? Do you want to have them note that security was unresponsive - this does affect employees reviews.

JLI219 May 7th, 2011 03:48 PM

Hi EMG,

My wife and I were on the Destiny in January, 2010, sailing from Miami to supposedly Ocho Rios, and Grand Cayman. Well, after the cruise I come to find out there had been an on going issue with the propulsion system on the ship. That's why we left Miami 4-5 hours late. Then we never made it to Ocho Rios, and Grand Cayman. At the eastern tip of Cuba they turned the ship around and sent us to Nassau, which was nice, but had been there already. Sent a letter to Carnival asking for a future discount on a cruise, got a response back saying thank you for your business but we can't offer and discounts. I sent another letter, and got the same response.

Sulross May 7th, 2011 04:00 PM

Employee Reviews
 
Quote:

Originally Posted by green_rd (Post 1369795)
If you send a complaint letter think about what action you would expect Carnival to take. Do you feel you are entitled to some sort of compensation? Do you want to have them note that security was unresponsive - this does affect employees reviews.

It does not really matter if it affects employees if they are not doing their job. if it was explained correctly, security failed and the pool attendant supervisor failed in doing their duties and should be repremanded. If let go, so be it. Do your job.

ruthlessboss May 7th, 2011 05:05 PM

Quote:

Originally Posted by Sulross (Post 1369836)
It does not really matter if it affects employees if they are not doing their job. if it was explained correctly, security failed and the pool attendant supervisor failed in doing their duties and should be repremanded. If let go, so be it. Do your job.

So what if it affects the employee! One pays out of pocket for a cruise and that is what goes towards their wages, Why should the cruiser pay? I doubt if compensation will be a full refund, and hope it won't, there was still a lot of enjoyable time.

lhp May 8th, 2011 10:27 AM

Complaint number one is very valid....security should have physically removed the "boom box" on the very first night.

The slow draining shower issue should only be addressed IF you called maintenance and they came and were not able to fix it. That will be the first question GS will ask.

I never went to the Aft pool, but on most Carnival ships it is the Aft hot tubs that are adult only.....not the pool itself. IF the sign was on the hot tub wall...that was for the hot tub.

I would write a short, well worded letter....starting with the good things that happened and then add...."however the reason for my letter is..." and note the complaint that Security clearly did not do their job.

Then I would only note the slow drain IF you filed a maintenance report and asked it to be fixed.

Not sure I would note the hot tub issue unless you are positive the "adults only" was for the pool AND the hot tubs....since on most ships..it is the hot tubs only.

EMG May 8th, 2011 11:05 AM

Now that I think about it. The back pool is labeled adults only but I'm not sure that the hot tubs are. I didn't take pictures however I know what the sign says because the back pool on the Destiny is a little different than I've seen on other Carnival ships where the front pool wall is actually the back wall of a bar (the front wall of the pool is where the adults only sign is located) and the back wall of the pool is actually steps that lead up to the hotubs.

I logged every compliant every time. I can't think of any reason why I had a such a terrible experience on this cruise. It's unlike anything I've ever experienced.

flowers May 8th, 2011 12:35 PM

I had a bad cruise, one out of I think 17 on Carnival. I was very unsatisfied with the letter I got in reply. Half of it was bad grammer, and other parts had nothing to do with what I said ...just complete nonsense.

I ran into John the Blogger in person at a event who told me he would have someone from Carnival call me..... again, nope, no one called, so John didnt do what he said he would do ... I think Carnival doesnt care, is all about the bottom line. If you think they care, you are kidding yourself.

X Carnival cheerleader.

faraway May 8th, 2011 10:12 PM

Quote:

Originally Posted by flowers (Post 1369979)
I had a bad cruise, one out of I think 17 on Carnival. I was very unsatisfied with the letter I got in reply. Half of it was bad grammer, and other parts had nothing to do with what I said ...just complete nonsense.

I ran into John the Blogger in person at a event who told me he would have someone from Carnival call me..... again, nope, no one called, so John didnt do what he said he would do ... I think Carnival doesnt care, is all about the bottom line. If you think they care, you are kidding yourself.

X Carnival cheerleader.


Carnival recieves thousands of complaints, as a company there is no way each one will get a response. Problems with your cruise need to be addressed before leaving the ship unless it is something so serious it can't be taken care at sea.

John Heald's job is not to handle complaints. He was kind enough a few years ago to try and help people out but I'm sure he's now being bombarded with all kinds of requests. You really shouldn't expect him to handle your issues.

Carnival's security force does it's best to handle things on the ship. I've seen first hand what can happen when they have to deal with beligerent cruisers who think they should be able to do whatever they want because they've paid for the cruise.

What I would like to know is, what exactly do people want carnival to do for them because they have a complaint? Do they feel the company owes them some sort of compensation? If you went on a cruise and didn't enjoy, regardless of the reason, don't go again. I've been on nine Carnival cruises, some good, some great and the last one just okay. I feel I've outgrown Carnival and will no longer be cruising with them. but i certainly don't feel they owe me anything.

david30101 May 8th, 2011 11:36 PM

I was on the Triumpth, Glory, and Victory (2 times). And those ships are same class and layout as the Destiny. The rear Pool was used by everybody. ONLY THE rear pool HOTTUBS were ADULTS ONLY. Im sure it was the same for the Destiny as well. (havent sailed her yet, so i could be wrong. But I doubt it).

EMG May 9th, 2011 08:00 AM

I appreciate your feedback David, "same class" ship just means that the ships are somewhat similar in layout and architecture to save on construction costs. Sort of like a template. I'm not going to get into semantics about ship classes. I was on the Victory as well and just to clear things up; the pools ARE different.

In reference to the pool and hot tubs being adults only. CLICK LINK
We all must have been too drunk to read the signs correctly.

Destiny Pool
http://thepaperfile.com/webstage/cru...estinypool.jpg

Victory Pool
http://thepaperfile.com/webstage/cru...ictorypool.jpg

lhp May 9th, 2011 11:56 AM

Actually the Destiny is it's "own" class...because they added one additional deck before building the Triumph and the Victory (the Glory is a Conquest class).

But they do all use the same Aft pool model....I know for certain all the hot tubs back there are adult only....it is the pool that may or may not be.... If there was a sign on the HOT TUB WALL...then that was for them...not the pool.

we will be on the Triumph on Saturday....and I will see what kind of set up they have.

lhp May 9th, 2011 12:00 PM

Btw, in my 40+ Carnival Cruises, we have had one that just wasn't that great.

I am a huge karaoke person and the karaoke machine wasn't working correctly....lots of little things that just didn't jive.

It was on the Holiday in Dec 2007.....so I just chalked it up to a poor Cruise Director at the time and an old ship.

But one in all those cruises ain't bad odds.....

EMG May 9th, 2011 01:01 PM

Quote:

Originally Posted by lhp (Post 1370184)
But they do all use the same Aft pool model....I know for certain all the hot tubs back there are adult only....it is the pool that may or may not be.... If there was a sign on the HOT TUB WALL...then that was for them...not the pool.

The pool model is clearly different in design; as shown in the pictures in my post. There is also a link where others have thought that only the HT's were adult but this is not the case. There were two signs (two sets). One set on the glass wall of the hot tubs and one on the front wall of pool.

I would not have written a letter if only my drain was overflowing. I can understand that, but to have 3 incidents; all within CCL's ability to control / fix and they weren't. That's where I have a problem.

The letter was sent this morning. We'll see what happens.

flowers May 9th, 2011 04:13 PM

Quote:

Originally Posted by faraway (Post 1370074)
John Heald's job is not to handle complaints.

What I would like to know is, what exactly do people want carnival to do for them because they have a complaint?

Iv been adamant, the one thing I want is to know I was heard and that Carnival cares enough not to write back nonsense which never addressed the issue.

This was a few years ago ... John volunteered as I said in person to have someone call me. If he isnt going to do it, then dont make a promise and not keep it. I just happened to be talking to him at the time. He could have just said, hey Im sorry, but he is the one who said ok, then I will have someone from Carnival call you to discuss the problems.

Again, my conclusion is Carnival does not care. More than half the cruisers on my cruise I just returned from, approx 60% were first time cruisers, and I honestly think thats all they care about. They say if you dont like something, too bad, so sad, we dont care. Someone else will take your place.

Everyone likes to feel valued. I give credit where it is due too. I turned in a letter at the end of my cruise last week praising the cabin steward I had who was exceptional.

I get very tired of people who always jump to the conclusion you posted .. that people want money. Maybe they just want to know someone recognizes there was a problem? I get that tossed at me (I call it being flamed) when people assume you want compensation.

I am now a RCL cheerleader because of the issues on that one cruise because RCL has never treated me like that.

flowers May 9th, 2011 05:33 PM

The OP asked what people's experience was when they complained. Mine was not recent, Iv done many Carnival cruises since then.

I gave my opinion .. that it wasnt handled well. I just answered the question.

I only wonder way people attack anyone who says they complained and post to them acting like they are the ones in the wrong. I never see anyone say that Carnival could possibly have handled things better? I never even said what the problem was, just that after I told John (not planned, just we were in the same place at the same time) he insisted on having someone call me. Then I get told its not his place. If its not his place .. then John shouldnt have said he would have someone call me. How can that be my fault?

reverendjeff May 10th, 2011 06:07 PM

I stated that I used the address once to complain and once to praise. The complaint was in regards to a specific assistant cruise director and the derogatory comments he made in public. I did not ask for anything in return for my letter. I simply wanted them to know what happened and how much his comments had left a bad taste in my mouth at the end of a wonderful cruise. I wrote the letter much the same way I would complain to a hotel manager if one of their assistants had made the same type of comment. To me, it was to inform them.
Having written that letter I felt it was only fair to write again when one of their employees did something above and beyond for my wife and I on a cruise a couple of years later. This was not a ship employee, but one who works in the airport assisting passengers.
Each time I recieved a nice letter and a future discount. I only used one of the discounts.
As much as I love Carnival cruiseline, I believe that if they really mess up, they need to know and when they exceed expectations they should likewise be informed.


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