My complaint:
Hello,
We need immediate assistance.
We booked two rooms over phone on January 21, 2023. Realized on Friday 7/28/23 they had changed our second room. Our entire family has extreme motion sickness and chose two middle of ship room across from each other. The room they moved is where my Daughter who has autism was to stay in. They moved to a complexly different floor and from side of ship.
I booked these rooms over the phone to ensure we got our rooms together, even ed with customer service rep that they would not move rooms, especially with our daughter. We received ation of booked rooms on
I’ve spent $1000s of dollars for this trip, from flying from Sacramento to New York, reserving hotel before and after cruise, paying for two rooms in this cruise, Uber and subway tickets and meals. All to be completely stressed, frustrated and disappointed. Instead of enjoying ourselves, we have called MSA cruise customer service lines multiple times since Friday, and Saturday. Got to ship early to have guest services tell us there us nothing they can do ship is booked. Meaning multiple times in line for guest service, wasting even more time. I’ve had a miserable 3 days of vacation, time i will never get back! The room they gave us, is unsafe for out daughter to stay in. She will spend the night on our floor in our room. The room that was changed has not been used, or opened as of now 10:17pm.
We need help and compensating for all of this inconvenience , stress and anxiety.
We have spoken to Jaime Angeles (on ship)
Andrew Rey fiel (on ship)
Dominique (on ship)
Rebecca terasawmy (on ship)
With same answer, “wait
Suggested solution:
Replace the room they sold after we received ation of booking. Monetary compensation for days of stress, frustration and lack of communication.as well as inconveniencing our family with kids sleeping in floor
