My complaint:
Dear SirMadam
I would like to file a formal complaint in view of the fact that MSC Divina did not act according to procedures or common sense.
I’m the back to back to back to back customer of MSC Divina and I was intending to spend months on this cruise. However，I got tested positive on 19th July，2022 on MSC Divina（Before embarkment I was still negative）. I got infected on this cruise and the cruise staff told me that I can no longer continue my trip（I already booked the next cruise）. Ok ，that’s fine. Up to this point I may just think I’m completely out of luck.
HOWEVER，later they asked for my credit card information and this morning，a total amount of 2400＄ has been charged. I have absolutely no idea about what consist of this surprisingly high price. I called the customer relation manager Victoria，a nice and helpful women who earlier informed me that I’ll be quarantine somewhere else for three days and after that I can still make it for the next Bahamas trip on 24th. She clearly told me the totaly quarantine period would be 5 days，for me it’s 2 days on ship，3 days in hotel. So once receiving the message from my bank，I called Victoria. She said she will help me find out what’s going on since she‘s not directly involved in the charging thing. Up to the point I write this letter，she has not yet reach back me.
So，my situation is，I have no idea of the departing time，which car should I hop on，where am I going，what made my formidable bill. I don’t even have the name of the hotel. Even one of the limited information I received from MSC Divina is totally wrong—the service desk told me the company ordered 8 nights，instead of what I was formerly told，3 days，at the hotel.
Thus，I would like the company to give me a reasonable explanation on the following aspects：
1. Why there are 3-4 people asking about my card information and people even coming to my cabin door and took photo of my card but no one，NO ONE， has ever，ever informed me of the schedule in advance？Why customers don‘t seem to have the rights to be informed of what they are paying for before they got charged？Why you have the right to use my credit card to pay for things I neither agree nor want to pay？No one has ever negotiate with me about where to quarantine，the name of the hotel，or price per night. I have never give them the carte blanche.
2. Why I was firstly informed that MSC will cover the expenditure during the quarantine period（said by the event manager） and later told me that I have to pay all by myself（said by customer relation manager）？Why I was told I only need to be in the hotel （said by customer relation manager）for another three days but later proved to be eight（said by the hotel）？So can customers really believe what the cruise staff are telling us since the info you provide are always false，misleading，incomplete and contradictory？Even if I have to pay for myself，does that sounds fair to you？Before embarkment I was still healthy. I got infected on your unsafe cuise that goes through dangerous view spots and I have to cover all the fees all by myself without even knowing what I’m paying for？
3. I now know that many people got infected during the Bahamas trip on Nasau. So why are you still providing such services when you clearly know it’s not a safe place？Private island such as Ocean Cay are much safer in general. I believe many customers don’t know there are so many cases in Bahamas when ordering the cruise otherwise they may never get on the ship had they known earlier.
Suggested solution:
My LEAST demand：
1. Cancel the rest of the five days in hotel，including the food package I've never ordered，and refund me within three days.
2. Reasonable explanations for the above-mentioned points
3. Change my next cruise from 21st to 24st （I already paid for that）
These are the least thing I would like the company to do. And as you can guess your attitude will hugely affect my future decision on whether I will continue my trip on MSC cruise and how I judge MSC in front of my friends，family，or even in front of the public. I give you my card info because I trust you. But that doesn't mean you can charge whatever you want without informing me in advance（as a matter of fact，I did not receive the least info that I was support to know）I have to say as a back to back customer，and who，before this event，plan to spend my whole summer，and all other future summer vacation on MSC cruise，is really disappointed in you. Your behavior not only makes me feel disrespected，brought me a lot of trouble，but also caused conflict between me and my family. I have always been a good girl and I always have my financial plan stipulated and executed carefully. Now my financial budget has been totally disturbed，and my family members are now accusing me of “thoughtless and lavishing money” :-)
