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Kevin Ruscitti

Age: 50


Number of Cruises: 9

Cruise Line: Royal Caribbean

Ship: Enchantment of the Seas

Sailing Date: 2013-11-18

Itinerary: Bahamas

Problems started at booking, price jumped $60 in two days from inquiring to booking. The ship is no way up to Royal Caribbean standards; it's a rusted, old dinosaur. The shower floor in room 3015 is very stained with dirt as well as the toilet seat. Room smelled musty and moldy. On first night a broken sign in the casino ripped my shirt while walking through to the dining room. On second night our waiter took our order and was not seen again all night, after 40 minutes of no service at all the matre d' took over our table as well as others around us, he said there was a problem with orders going to the kitchen. Took over two hours from time of order to food at the table. During this time our 7-year-old daughter went to the restroom located outside the dining room. She was locked in the stall for over 30 minutes due to a broken handle, maintenance crew had to be called to get her out, needless to say she was traumatized. On third night the matre d' waited on the tables from the get go, we felt lucky that our food only took an hour to reach our table. After dinner, my wife and I visited the casino, wife hits a jackpot on a slot machine, the tube that's full of 20 dollar bills lights up and the lights on top of machine light up and the bells sound off, we notify the attendant. The attendant comes over, opens the machine, resets it and says she won $5. RIP OFF!!!!

Worst part of the whole cruise is that upon docking in Nassau, the Capt. announces that they are canceling the Coco Cay part of the cruise, which is the sole reason we booked this cruise, and that we would be leaving the next day at 1pm instead of 5pm, four hours of port time lost. All of our excursions were in the Coco Cay part of the trip; we really wanted to go to a private island with no cars and hustle & bustle of city. When we went to the excursion-booking desk to do something in Nassau, we were told everything was booked. We were left to fend for ourselves.

We now have a 7 year old with a bad experience on her very first cruise and she doesn't want to cruise again. I called customer service on 11/05, she offered us on-board credit for our next cruise, I felt insulted. She said a supervisor would call me with 48 hours. No one ever called. I called back on 11/11 and she offered the same offer. She said her supervisor would call me.... it's been 7 days and I'm still waiting for that call....

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