MSC Cruises UK & Ireland
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Sh*t customer service ruins a well run cruise with great staff.
The good: Well run ship. Staff have been well trained, are polite and put in an effort. Like other cruises in this bracket there's something for everyone. Activities and the staff that run them are decent. The bad (minor issues): Buffet options arent very diverse: heavily western options of pizza, pasta, salad, bread, European fruits, cakes, small Vegan selection. Staff were clueless about anything non-MSC in the ports, for example local tips and conveniences (where luggage could be left after disembarking if you have a late flight, or money saver tips if you dont want the excursion). The very bad (and why I will recommend not to go on MSC to my friends): Rubbish customer service. The telephone agent signed us up to an additional internet package we didnt want, which we asked to be refunded. They said it was refunded but we called four times over a month to get the money (they never paid us back). We asked for our rooms to be close together because we have a large family with many kids who are between 4 and 7. (Mummy with kids and Daddy with other kids in another room is the only option given their age.) The booking agent said yes no problem it's been tagged for you... But the rooms were miles apart. To get toothpaste I had go with the whole family down three corridors and through a public lobby. On the ship there was probably nothing that could be done but the service desk gave the couldnt care less attitude. Explaining nicely the pain in the ass we were having to hold a *family* holiday across three corridors resulted in a promise to speak to the manager and get back to me, via phone or a written note under the door if we did not pick up the phone. Nothing happened. Zero poops given.