Complaint / review text:
I have cruised with Carnival Cruise Lines over the past 8 years and have generally been a satisfied customer. But recent events have eroded my goodwill.
My traveling companions and I were originally booked in stateroom #8125 which is close to the rest of the group with whom we are traveling, and in a prime location. Several days after reserving this room with a deposit, we were told we were being moved to another room at the back of the ship because our original room is no longer a three person room. To say the least, we were very displeased since this should have been known at the time of booking. The new room to which we were assigned is very far from our group and located in a crowded area. We have subsequently worked with your Family Travel Planners to book a stateroom in a more satisfactory area of the ship. While only slightly closer to our travel group, we decided to settle rather than go through any more hassle and headache. Needless to say, the last week has been nothing but a nightmare of phone calls to Carnival's customer service and being transferred from one department to another. We're still not sure if the booking incentives (savings booklet, Carnival Fun Cash—currently $240.00 per stateroom, 15% discount on excursions) that we were originally promised have been applied to our new booking or not. None of the representatives we spoke with would confirm this.instead we were referred to a Promotions specialist whom we cannot seem to reach. His extension is never answered and none of our messages have been returned.
This entire matter has been a big disappointment for me. As a past guest with Carnival Cruises, I have enjoyed several cruises and have always been amazed at the number of fun activities onboard and at the ports of destination. For one of my traveling companions, this will be her first cruise ever and I am looking forward to showing her the good times to be had on your cruise ships. She on the other hand, is disheartened by these recent events and her enthusiasm as been greatly curtailed. She is seriously considering having us try another cruise line or vacation on land. I am hoping to convince her that Carnival is a great cruise line and she will enjoy her time onboard immensely.