I recently spent my 35th wedding anniversary aboard the “Oasis of the Seas” on a seven day cruise to the Western Caribbean. I paid a premium to book a non-smoking balcony room. Our cruise was ruined by the cigarette smoke billowing into my room from all the smoking on adjacent balconies in the non-smoking rooms adjacent to mine.
During our cruise I was not able to find anytime morning, noon or night that cigarette smoke didn’t billow into our room when I opened my non-smoking room balcony door. The rooms are all marked “no smoking” and I specifically made sure when booking that the rooms were no smoking. I made several complaints to on-board customer service which yielded no results, compassion or attempt at resolution. Each room is marked NO SMOKING. Royal stated they have no way to control other guests smoking on balconies and my problem was not something they could control or correct.
The cigarette smoke was so bad at times it made me nauseous. Any person paying substantially extra money to book a non-smoking balcony room would not expect to be overwhelmed morning, noon and night with cigarette smoke. My past experience with balcony room was excellent, something has changed.
After our return to port I contacted Royal’s customer service and explained my issue to them again and followed up in an email. They offered me $160 credit for my next cruise, explaining to me how lucky I was as they do not normally do this for customers. I responded back via email voicing my dissatisfaction and Royal Customer Service contacted me on 1/8 asking me what I wanted to resolve this issue. I stated ½ the cruise price, they stated no, but they would definitely be able to substantially increase the original offer of $160. The agent stated she would talk with her management and get back to me.
Royal customer service contacted me again on 1/12 and completely changed their position, stating smoking is allowed on balconies and they would not increase the original offer. A complete departure from what we had previously discussed. This position was very typical of this entire customer service process as they continue to keep changing their position and rules surrounding smoking to suit their needs.
They contradicted their previous statement and now smoking is allowed in non-smoking rooms. They don’t care I paid extra and it made me sick. I have been mistreated and cheated. Royal Caribbean ruined my 35th wedding anniversary. Booking number 2825264
0 comments