Everything was okay until getting inside the MSC Lirica ship (Rio de Janeiro, February 21st, 2015), and having the employees offering us drink packages. They should not be doing that if we had the Aurea Experience. Analyzing our key cards, we noticed they did not show properly what we got.
So, still with our belongings, in a very busy environment, we had to find and talk to the most responsible person of the Reception Service: Concierge Claudio. Feeling extremely embarrassed, we had the following immediate answer: It does not show in the system you have the Aurea Experience. After a long talk, he tried to convince us it was all American Discount’s fault (agency). Coincidentally or not, there were two other couples with exactly the same problem, but now they said it was Expedia’s fault.
After a long talk, we finally asked when we would have a final answer, then he said within the maximum of 24 hours which sounded unacceptable for us. We would lose all this time worried about, having to buy to drinks we already paid for, and some other benefits (massage, dinner time and check in preference, special access to the Solarium area, sauna etc.)
At that time, both of us were very frustrated because we waited and planned it for a long time. We wanted it to be a very special and unique moment, since I am Canadian and I came to Brazil to see my girlfriend. However, this was our worst nightmare and ruined the time spent together. We were so upset, because all the Reception Service did not care about our unfair situation, they did not do anything to minimize it, since every good company want to satisfy its customer’s expectations. Except for the MSC restaurant crew who really understood what we were passing through and did their best to better serve us.
Having no other choice, since we were off-shore we decided to wait the “maximum 24 hours”, but nothing was solved by then. All we could think was it, so we went many times at Reception and 2 or 3 times at the Concierge room in order to have an answer from them or from the agency.
Passed 72 hours that means in the end of cruise trip we got a confirmation of that Aurea Experience.
After being stressed, in a bad mood, disappointed, we tried to contact MSC cruise and the agency in order to get at least a total refund for ruining our trip. Or maybe offer us an opportunity to change our bad impression about MSC. But no, they want to receive $200 instead. Do you think it is fair? ?
We boarded the MSC Divina for our cruise on 3/15/14. When we got to our cabin, we found some other passengers luggage in our room. The cruise line had even made keys to OUR cabin for the other people (the staff had read the other passengers cabin # wrong).
After the other people picked up their luggage, we waited for ours. We finally received 2 of our 3 suitcases. the 3rd one never showed up. We contacted Customer Service and were told that ""They would look for it"".
The next day when we complained, we were told that it was scanned and on the ship-they will keep looking for it. After a few days they sent out a notice to all (?) the cabins, asking passengers to look to see if THEY had it.
We asked for permission to purchase items that were in the suitcase. We were told NO, that they are not permitted to do this by the Main Office in Florida. We made it home & are getting a run-a round from MSC about the 'Loss of use' & 'the missing items'.
Our suggestion is to use a 'Reliable' Cruise Line-not SMC. We have been on over 50 cruises & this is the first time with Msc & the first time luggage disappeared.
MSC CRUISES Reviews
Everything was okay until getting inside the MSC Lirica ship (Rio de Janeiro, February 21st, 2015), and having the employees offering us drink packages. They should not be doing that if we had the Aurea Experience. Analyzing our key cards, we noticed they did not show properly what we got.
So, still with our belongings, in a very busy environment, we had to find and talk to the most responsible person of the Reception Service: Concierge Claudio. Feeling extremely embarrassed, we had the following immediate answer: It does not show in the system you have the Aurea Experience. After a long talk, he tried to convince us it was all American Discount’s fault (agency). Coincidentally or not, there were two other couples with exactly the same problem, but now they said it was Expedia’s fault.
After a long talk, we finally asked when we would have a final answer, then he said within the maximum of 24 hours which sounded unacceptable for us. We would lose all this time worried about, having to buy to drinks we already paid for, and some other benefits (massage, dinner time and check in preference, special access to the Solarium area, sauna etc.)
At that time, both of us were very frustrated because we waited and planned it for a long time. We wanted it to be a very special and unique moment, since I am Canadian and I came to Brazil to see my girlfriend. However, this was our worst nightmare and ruined the time spent together. We were so upset, because all the Reception Service did not care about our unfair situation, they did not do anything to minimize it, since every good company want to satisfy its customer’s expectations. Except for the MSC restaurant crew who really understood what we were passing through and did their best to better serve us.
Having no other choice, since we were off-shore we decided to wait the “maximum 24 hours”, but nothing was solved by then. All we could think was it, so we went many times at Reception and 2 or 3 times at the Concierge room in order to have an answer from them or from the agency.
Passed 72 hours that means in the end of cruise trip we got a confirmation of that Aurea Experience.
After being stressed, in a bad mood, disappointed, we tried to contact MSC cruise and the agency in order to get at least a total refund for ruining our trip. Or maybe offer us an opportunity to change our bad impression about MSC. But no, they want to receive $200 instead. Do you think it is fair? ?
We boarded the MSC Divina for our cruise on 3/15/14. When we got to our cabin, we found some other passengers luggage in our room. The cruise line had even made keys to OUR cabin for the other people (the staff had read the other passengers cabin # wrong).
After the other people picked up their luggage, we waited for ours. We finally received 2 of our 3 suitcases. the 3rd one never showed up. We contacted Customer Service and were told that ""They would look for it"".
The next day when we complained, we were told that it was scanned and on the ship-they will keep looking for it. After a few days they sent out a notice to all (?) the cabins, asking passengers to look to see if THEY had it.
We asked for permission to purchase items that were in the suitcase. We were told NO, that they are not permitted to do this by the Main Office in Florida. We made it home & are getting a run-a round from MSC about the 'Loss of use' & 'the missing items'.
Our suggestion is to use a 'Reliable' Cruise Line-not SMC. We have been on over 50 cruises & this is the first time with Msc & the first time luggage disappeared.