My complaint:
Safety Concerns – The ceiling had come down with sharp metal edges hanging very close to a passengers cabin. I attempted on 5 different contacts of staff personnel to contact someone on the ship. Last contact was Guest Relations. They would do nothing so I had my wife take pictures of the safety situation. Upon return from the cruise, I filed a safety concern with US Coast Guard and forwarded all the pictures.
On two occasions as I was trying to settle my accounts onboard, I was called dishonest and was disrespected first by the ships financial officer and then followed on by GRM Jennifer Mauro. In discussions I explained to Ms. Mauro and the financial officer that my payment card was locked out after I went on the cruise and I can only make final payment once I get off the ship and make a money transfer to my account. The discussions continued with Ms. Mauro as to the final bill appearing with unrecognizable charges. I requested the receipts for the voyage and questioned date time stamps of casino receipts. Ms. Mauro in addition claimed that my wife played in addition in the casino which is accusatory and false as she does not play. I said that it must be me but she insisted that it had to be my wife as I could not have used her card as it is not allowed. After spending almost 4500-5000 dollars on the trip total my final balance $ 96.54 signed on a promissory note upon my departure
Day 2 I lost my cabin card and reported that to Guest relations. They said no problem they will just deactivate that card and reissue a new one. Guest relations called the financial office in which he told me that I cannot continue with using my new cabin card as to my credit balance was nearing zero. I explained to him I am not a dishonest person and I had a Problem with my bank card. To no avail they said I was not allowed and I told them I will continue as I have paid all fees for the cruise way before setting sale. Surprising my wife found my deactivated card 3 to 4 days on the outdoors bar. I checked my room and it worked as to the newly issued card as well. I told Ms. Mauro and she wanted the card back after I told her it was still activated. I said NO as before charges on my bill are suspicious and not clear in which again and they failed to acknowledge my concerns.
As a US Citizen being disrespected, called dishonest, and a liar by personnel that is either on a J-1 or entertainment visas is appalling. I am a former US Marine Captain for the US Army and Marine Inspector for ships in the Department of Transportation. I have over 39 years with ships and clearly understand Colregs 95, Code of Federal Regulations and the International Convention Safety of Life at Sea (Solas). Ms. Mauro wanted to know who was serving me drinks and further questioned the bar staffs as to who was serving me. I drank in many bars and told her what is this line of questioning. Was this an investigation onboard? Is this allowed policy of your company to both passengers and staff? I am Unbelievably astounded at all of this conduct by your guest relations staff on this ship. Professionally I consider this department eventually will turn away the Great image and reputation of MSC Cruises.
Suggested solution:
First, I would like a refund of the cost for purchasing my two tickets balcony ocean view. In addition, refund all expenses that I spent on board the cruise. A complimentary cruise from MSC for the disappointment and harassment that we incurred.
Lastly, I feel that those Officers involved should be admonished for their accusations, and other in the complaints submitted.
I have all receipts and pictures ready to discuss resolution.
