My complaint:
I am Anthony and made a Deposit with Icruise.com for two IRI inside stateroom on the Msc World Europa for a cruise Malta to Malta saling date 09062023 to 09132023 namely Booking No: 44481606 assigned Room 10518 ( Anthony – Diamond Member No : ****182 ) Booking No: 44482025 assigned Room 10519 ( Vincent – Silver Member No: ***6023 )
I made it a point with Ms Corina the Travel Advisor from Icruise.com that I booked the two cabins near each other as I had to take care of the other couple namely Mr Mrs V *** as they are both over 80 years old. Ms *** said that the cabins are ed for the cruise. Last week I checked the MSC for Me App and found out that they changed our cabins to the following:
Anthony from Cabin 10518 to 12533 ( This cabin they gave me is situated near the main lifts and I do not know how we can support the noise from the lifts and passengers during the whole cruise.)
Vincent from Cabin 10519 to 12545.
I phoned Icruise.com to see why they changed our cabins and she told me that she contacted MSC cruises USA and their reply was that they will revert our cabins to the ones we had before namely 10518 and 10519 in April, 2023. I checked again last Friday and contacted MSC cruises USA and talked to a supervisor and told him what my problem was and why from all the cabins on board they changed our two cabins. I also asked if they can revert our original cabins they gave us when we booked in November, 2022 and he answered that it would not be polite to take the rooms that they have assigned to and that the Ship was fully booked and he could not do anything. He also told me that he was going to fill a request so if there is a two vacant cabins he will try to change our cabins, or the other option is to cancel the cruise. I wish if you would be in a position to justify the following reasons I am going to list hereunder:
1. I booked this cruise for my birthday which will be on the 09 07 2023.
2. Why from all the cabins they picked our 2 cabins , when on booking I was told that the rooms will not be changed.
3. During all my cruises with MSC all the cabins I booked were never changed .
4. MSC does it not take notice that I am a loyal customer and that I have never cruised on any other cruise liner except MSC
as you can see I am a Diamond Member and I wish to ask if this is taken in consideration when these cabin changes take place.
5. From all the cabins why did they assign me cabin 12533 which is near 2 main elevators and now when I am in my cabin I have to hear the noise the passengers make when waiting for the elevators, the sound of the chime when the elevator opens and the sound of the elevators going up and down. I always took into consideration never to book these type of cabins .
6. The supervisor told me that it was not right now to change back the cabins from the persons he assigned to . So I think I am an under graded customer to MSC since it was not a problem to change my cabin after 4 months from my booking.
7. I also booked another cruise in Yacht Club on MSC Virtuosa sailing on the 01062024 from Dubai – Booking No: 45588372. I hope that they do not also change my cabin for this cruise.
8. The supervisor told me that they can not change the cabin because the ship is fully booked. When I checked other MSC cruise agencies I found that they had IR Inside Staterooms for sale ( CruiseDirect.com , Sea Scanner etc ).
9. The supervisor would not tell me his name and his e-mail or send me a copy of the request he filed for me .
I wish that my case which to me is a very sensitive one and has caused us great problems, will be tackled professionally by your Administration in order
that it can reverse the great injustice done to us.
I also hope that I hear a favourable reply from you and that you can find a way to solve this problem.
Suggested solution:
By given us back our cabins we booked when we booked our cruise.
My experience with MSC was always top class this is the first time I had a problem.
