We have loved MSC...previously. Value for money, great entertainment, great itinerary, and great ships. This cruise started out as a great cruise onboard Virtuosa for 2 weeks from 12th July - 26th July 2025, the entertainment was outstanding- best we've ever seen! The ship was beautiful and it was absolutely the best value for money. However, do not get poorly because the level of care goes out the window. My 8 year old collapsed in the shower. We had to carry my son down to medical on deck 4 because the medical team refused to come to deck 13. My son was not on their system or associated with our cabin, there was a random middle aged man in his place! They finally found my son and registered him to our cabin. My sons face was swollen and he developed an abscess in his left gum that was spreading to his eye socket. They said he needed to go to hospital to have it drained. Arrived at medical for 08.10 for morning meds. I was told the taxi leaves for the hospital at 08.15 and we needed to go now. I had to back to the cabin, grab cruise cards, money and family. Rushed back to medical to then be told the taxi will take an hour! ..we waited. We were told taxi was on its way, so we were escorted off the ship and told to wait on the dockside as a fsmily of four...30 minutes later the taxi arrived but already had a passenger and only space for two people... Not four as organised with the receptionist at the medical centre onboard. The taxi guy said he was told it was for two by the medical centre. We compromise. I left in the taxi with my son and the stranger. My partner goes back to medical to complain, and the receptionist says: well, you can always catch the bus seperately!! My son and I got dropped off at the hospital, charged £160.. my son was seen by a doctor. We are then told we need to go to the paediatric hospital bacause this hospital doesnt deal with children! - but they just saw him!!!! We wait another further 30 minutes for the taxi to then take us to the right hospital where I'm charged £135. The hospital are amazing and very patient with my bad Spanish and Google translate skills. After minor surgery, we get discharged and back to the ship. ... then comes the ships medical bill. It turns out It's charged to the wrong person...and the amounts are different. After a long visit to customers service on deck 5 where the rep was as confused as we were, it turns out there's an envelope behind the desk with the additional charges explained and the wrong person eradicated.
What started out as our normal AMAZING experience of MSC , with a phenomenal kids club with Carla and her team, was soured in the last 4 days with this extremely stressful situation that was further impacted by clumsy administration and unacceptable professionalism. It's made us question whether we should try a different cruise company next time.
