Azamara Club Cruises
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Terrible suite experience, inedible food & terrible customer service
We booked a Continental Suite on the Azamara Onward. The whole experience, and in fact cruise, was ruined to the point that we would not sail with Azamara again, despite having reached tier 3 of their loyalty programme. The suite itself was disappointing. The bed skirt was stained and remained dirty for the whole two weeks, the room was not cleaned properly and we had to ask for shower gel etc., to be replenished and the wardrobe rail was broken. The butler did nothing and did not offer to do anything to the point that we asked guest relations what he was meant to do. They did not act on this and so he continued to do nothing! The suite experience includes speciality dining for breakfast and evening meals. We did not have breakfast but the food was totally inedible every night for 14 nights. We were not the only ones to complain and suite guests were having to order off menu in order to get food cooked by different chefs in the main kitchen. The experience was so bad that we were all called into the office to speak to the Hotel Director. We were offered minimal compensation on board and told that they would sort it out shoreside. They did not and we are still awaiting a response from UK customer services who think that the paltry sum offered on board somehow compensates for a terrible, ruined holiday. This is not even a refund but future cruise credit. It’s a total waste of time contacting the US office as they have also completely ignored my complaint after I spent at least an hour on the phone with them whilst the staff member filled in a complaints form on my behalf. It’s a shame because their are some really stand out staff members on board their ships, but I would never now recommend this cruise line to anyone else.