I just wanted to share with everyone my recent experience on the Royal Caribbean’s Enchantment of the Seas 5 nights cruise (10/3-10/8). Please bear with me through this long post. First of all, I would like to mention that the service staffs (room attendant, waiters, pool/bar attendants, etc) were terrific throughout our cruise and definitely helped in redeeming our experience.
Our disappointing experience involved mainly the management personnel who poorly handled our yellow water situation in our cabin. Once we had access to our room, we went to check it out and noticed right away that the water in the toilet bowl had a deep yellow color it as if someone already it. The sink water also had a similar yellow color to it. After comparing water color with our friends staying a few rooms apart, we brought the issue to housekeeping. Our room attendant took a look; it did appear abnormal to her so she called Maintenance. I am not sure what they did but later that day, the water only had a lighter yellow tint, so we decided to live with it.
However, on the third day, the water returned to that same disgusting dark yellow color again. We have just gotten back from our on shore excursion, we were sweaty and had been swimming in salt water all day long, we could not wait to take a shower but the water was just too appalling. We brought the issue up to Maintenance again who sent two different repairmen, after which they concluded that the water is clear. I am attaching pictures so that you could all see what I am referring to. On the picture, one of the cups is filled with bottled water (as a reference), while the other is filled with sink water. Also, on one of the pictures, we filled the sink with water so that you can clearly see that the water is not clear but yellow. I would also like to note that the yellow color was actually even darker at an earlier point but we did not think of taking a picture at that time. In the interests of keeping this post as concise as possible, I will summarize the events that transpired after I went to talk to Guest Relations in search of a resolution. The following are the personnel that made visits to our stateroom who all claimed to not see any yellow in our water:
, Guest Relations Staff: claimed that water was clear but finally admitted in the end that he saw yellow yet reported to his manager that there was no problem with the water.
First Attendant of Housekeeping (can’t remember his name): claimed the yellow water is a reflection of the light in the bathroom, sink, and fixtures. All of which were, by the way, white or maybe cream in color.
, Assistant to the Manager of Guest Relations: did not even say a word to us, chose not answer our questions, just said that water is “clear”
, Chief of Housekeeping (followed by another gentleman, possibly his assistant): also attributed the yellow to the reflection of the lights, sink, etc.
Head of Maintenance (can’t remember his name): did not even want to help us b/c he claimed that we were yelling at him. yes, i did raise my voice but was not cursing or being rude. I actually did apologize to him and ask him to understand our frustration as we saw at least 6 different people come through our room claiming to see clear water, and making us feel as if we were crazy. Not to mention that this has been going on for 2.5+ hrs already. He left the room regardless; I don’t think he would have been much help anyways.
, Guest Relations Manager: spoke with him several time over the phone, claimed that there were no other rooms available on the ship. Let me point out that this is October, a rather low season for cruising, and various staffs casually mentioned that the boat was not booked to capacity.
, Hotel Director: the most condescending man of all. He made sarcastic remarks to us such as “I can’t change the way you see color in the water” or “maybe I should have my glasses replaced…” and even went as far as telling us to take pictures of it and “make a case to the company.” This is astonishing especially coming from someone of such high ranking whose responsibilities revolves around service and hospitality.
To this day, we have no idea why the water was yellow. Perhaps it was as safe as all of management on EOS claimed, but it was disgusting nevertheless. The most aggravating part was that no one would acknowledge that there was indeed a yellow color to our water. Our friends saw it, obviously our room attendant noticed it, and I would hope that everyone reading this can see it on the pictures. If we were given a valid reason as to why the water was yellow (was it their filtration system, pipes, minerals, etc), it would have reassured us. Instead, they denied everything, gave us lame excuses time after time and treated as if we were out to get a free meal. I seriously just wanted to shower and get ready for dinner.
I think it was truly embarrassing for RCCL to have what could have been a minor issue escalate all the way to the Hotel Director. It just shows the inefficiencies of the management team of the various departments. Interestingly, Guest Relations manager, informed us the next day that he found us a room one deck below since a couple would be disembarking at the Cozumel, Mexico port that day. Despite the suspicious availability of this room, we went to check it out; this room was all the way at the front of the boat so it was really rocky (and I’m prone to motion sickness), plus it was above the theater so it was really noisy. We declined the room; we only had one more day on the boat so why bother and we wanted to stay close to our friends.
I am sure our experience is just an isolated incident and probably not a good representation of RCCL cruises in general. Since this was our first cruise, however, so we only have this experience to base our judgments from. The management personnel, especially , were the sole damper of our cruise experience; the service staffs, again, were fantastic. Thank you for reading through this long post.
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