- Report: #770958
Complaint Review: Carnival Cruise Lines - Miami Florida
Reported By:
kristine -
, , United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Carnival Cruise Lines
3655 NW 87th Ave Miami, 33178 Florida, United States of America
Phone:
18777647419
Web:
www.carnival.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Carnival Cruise Lines Carnival Splendor No compensation for raw sewage smell in cabin Miami, Florida
Our week long cruise we booked 2 cabins for our family of 5. Our balcony view cabin had a raw sewage smell in it from the moment we arrived. Each day, we notified them and all they did was clean the room and spray a sanitizer in it. On the 5th day, they brought maintenance down and they were trying to fix the issue from the air conditioning vent as the smell was not coming from the bathroom. Nothing was ever fixed and we had to deal with the smell the entire cruise.
We were forced to fit our entire family into our other cabin, making our children sleep on the floor in order to not have to deal with the smell in the other cabin. At no time did Carnival ever offer to move us.
When I returned home, I contacted customer service and they looked up the notes on our complaints and they told us that no smell was ever detected but they did sanitize the room to accommodate us. I told the rep that this was not true, that they acknowledged the smell every time they came to the room. They proceeded to tell me that they will not compensate me at all. They said that their policy would be the compensate if the issue was documented to what I was claiming but how was I to know they would lie and not accurately list the problem is what I told the rep.
Apparently, you need to have them sign an affidavit on the ship before you leave or they will lie and claim you are exaggerating.
We were forced to fit our entire family into our other cabin, making our children sleep on the floor in order to not have to deal with the smell in the other cabin. At no time did Carnival ever offer to move us.
When I returned home, I contacted customer service and they looked up the notes on our complaints and they told us that no smell was ever detected but they did sanitize the room to accommodate us. I told the rep that this was not true, that they acknowledged the smell every time they came to the room. They proceeded to tell me that they will not compensate me at all. They said that their policy would be the compensate if the issue was documented to what I was claiming but how was I to know they would lie and not accurately list the problem is what I told the rep.
Apparently, you need to have them sign an affidavit on the ship before you leave or they will lie and claim you are exaggerating.
2 Updates & Rebuttals
kristine
United States of AmericaRoom change
#2Author of original report
Wed, August 31, 2011
I did ask them to move us to a different room. The first time, they said they would check and see if they could do so. They never got back to me and I called them the next day complaining again and asking to be moved when they informed me that the ship was at full capacity. They instructed me to contact customer service after the cruise which is exactly what I did. Customer service doesn't care, this was only a means to make sure I didn't cause a scene on the cruise. They never intended to compensate me or anything.
Michael
Summerland Key,Florida,
U.S.A.
Sewage Smell
#3General Comment
Tue, August 30, 2011
I am a frequent cruiser, so I have smelled this before. In fact, I won't say it's common, but I will say it does happen from time to time on cruise ships. It seems to be worse when the ship is not moving, almost as though the gases get backed up in the pipes. Luckily, I have never had the problem in my room, but I have smelled it in hallways before. If that smell was in my room, I know it would be difficult to bear. It's nauseating.
My question is, I know you said they didn't offer to move you, but did you ask? In fact, did you demand it? What was their excuse? Full ship? If they were unable to accomodate moving you, they should have done something to compensate for that smell.
Your after action with them denying the smell sounds like typical Carnival Customer Service.
