- Report: #1219555
Complaint Review: MSC Cruises - Nationwide
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MSC Cruises
Nationwide, USA
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MSC Cruises charged us double for a VIP service (unlimited drinks, etc.) and we didn't get anything during the cruise. Very frustrating and unenjoyable cruise. Nationwide
Everything was okay until getting inside the MSC Lirica ship (Rio de Janeiro, February 21st, 2015), and having the employees offering us drink packages. They should not be doing that if we had the Aurea Experience. Analyzing our key cards, we noticed they did not show properly what we got.
So, still with our belongings, in a very busy environment, we had to find and talk to the most responsible person of the Reception Service: Concierge Claudio. Feeling extremely embarrassed, we had the following immediate answer: It does not show in the system you have the Aurea Experience. After a long talk, he tried to convince us it was all American Discount’s fault (agency). Coincidentally or not, there were two other couples with exactly the same problem, but now they said it was Expedia’s fault.
After a long talk, we finally asked when we would have a final answer, then he said within the maximum of 24 hours which sounded unacceptable for us. We would lose all this time worried about, having to buy to drinks we already paid for, and some other benefits (massage, dinner time and check in preference, special access to the Solarium area, sauna etc.)
At that time, both of us were very frustrated because we waited and planned it for a long time. We wanted it to be a very special and unique moment, since I am Canadian and I came to Brazil to see my girlfriend. However, this was our worst nightmare and ruined the time spent together. We were so upset, because all the Reception Service did not care about our unfair situation, they did not do anything to minimize it, since every good company want to satisfy its customer’s expectations. Except for the MSC restaurant crew who really understood what we were passing through and did their best to better serve us.
Having no other choice, since we were off-shore we decided to wait the “maximum 24 hours”, but nothing was solved by then. All we could think was it, so we went many times at Reception and 2 or 3 times at the Concierge room in order to have an answer from them or from the agency.
Passed 72 hours that means in the end of cruise trip we got a confirmation of that Aurea Experience.
After being stressed, in a bad mood, disappointed, we tried to contact MSC cruise and the agency in order to get at least a total refund for ruining our trip. Or maybe offer us an opportunity to change our bad impression about MSC. But no, they want to receive $200 instead. Do you think it is fair? ?
