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tonybcox 04-12-2011 03:14 PM

I need some guidance. I just returned from my honeymoon (14 day carrib on Grand Princess). I had read a number of complaints about this ship right before we left - I called Customer Care and was assured excellent service on an amazing ship. This is my 11th cruise (8 Royal Carrib, 1 Celebrity, & 1 Carnival). This trip was a disaster. It went into a 24 hour dry dock on our return date and they were working on removing/fixing/painting/cutting/welding from day 7 onward to completion of cruise. I have 26 pics that would shock you. Carpet removed, plyboards piled up, sky deck closed, casino closed on day 8 and on and on and on. I dont even know where to begin, and I am debating with myself on seeking an Attorney. I called the Percers desk upon arrival and was told we could not pay for an upgrade because ship was full. I found out that evening that the reason it was "full" was because their was a number of contractors already on board and many received suites. I went and talked to "1st Purser" who said there was a letter mailed to my travel agent stating ship was going to be under const and normal daily activity would not be interupted. One problem, I didnt use an agent. No letter was sent. He then said there was an email problem and not everyone was told. Need I remind you it was our honeymoon??
I called Princess yesterday *day of arrival into Ft Lauderdale, FL - was "promised" I would receive a call back yesterday and of course, no call.
If you have any idea where I begin, who I can email or call (prefer someone who gives a crap and wont pass off to next person)...please help!

thank you....

f-mattox 04-12-2011 03:42 PM

Most of the big travel magazines have an ombudsman who specializes in conflict resolution. I would document your problems and send it off to a few along with your substantiating photos. The possibility of widespread negative publicity will probably be more effective than the threat of a lawsuit. Right now you need an advocate more than an attorney.

penny3333 04-13-2011 06:37 AM

F-mattox has given you a very good direction. I would only add, your attitude needs to be toned down a little. I understand, and empathize, however....You didn't use a travel agent, who could have explained what would be happening on board prior to drydocking. The casino is being replaced, the Skywalker Lounge is being removed, they are replacing the Plaza deck. There is a tremendous amount of work to be done in 2 weeks time. The contractors, no doubt, had to start early. Did you enjoy your ports of call, did you receive good service from your cabin steward, your waiters, your bartenders, the staff? Did you enjoy your meals? Was there anything positive you can say about your experience? Was your honeymoon something to remember?

If you take your situation to an ombudsman, you must present this calmly and factually. You cannot present it emotionally. If you called corporate ranting, they may have tuned you out. They receive hundreds of calls daily from people claiming all types of harm being thrust upon them from their experiences on board.

As f-mattox states, document your problems. A picture can speak 1000 words, however, if your words deter from the facts, they can be overlooked.

It hurts me deeply that you did not have a wonderful honeymoon on board the Grand Princess. She was the first ship in the Grand class. She was in need of this drydock to bring her into line with the later models in her class. We've always had a great experience on board Princess, the staff/crew/meals/ships are my favorite. I did have a few minor problems on the Caribbean and wrote a letter to corporate. I hope they took my suggestions to heart, but have not been back on the Caribbean to see. I will, one day, and soon I hope.

Please don't think I'm not sympathetic to your problems, I am. I'm just trying to explain that a bit of tact can go a long way. Best wishes in your new life!

I hope you will celebrate many years together and have many more honeymoons!

peter l 04-13-2011 09:47 AM

I agree with Penny regarding attitude and how one presents facts regarding something. I am one that can be somewhat abrupt but I know when to keep it in check to make my point and hopefully get the results I am looking for. I, for one, book most of my own cruises for a couple of reasons that I will not elaborate on at this time. If I had booked a two week cruise and was uninformed by email or letter from the cruise line about what you described being done, I would be upset to say the least. When we had a major construction job here at home last year, we made sure we were away while it was happening. I would have cancelled my cruise or made other arrangement. Good luck with your situation. We did a Princess cruise for the first time this past February and had a very enjoyable cruise experience.


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