Dear Carnival Executives,***Recently I was on my first cruise experience on the Carniva...
GetHuman2242491's customer service issue with Carnival Cruise from February 2019
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The issue in GetHuman2242491's own words
Dear Carnival Executives,***Recently I was on my first cruise experience on the Carnival Sensation that was docked out of Miami with an expected arrival in Key West, Cozumel, a day at Sea, and back to Miami from February *th-**th. Not only did most of what I paid for happened, it was truly a nightmare at sea. We were able to safely leave Miami to head to Key West which was great first day. Only to be woken early Saturday morning by our Captain indicating there was a medical emergency with a staff member and we would be heading to a day at sea and now the Bahamas. *Given I would not be able to access Wi-Fi as anticipated in Cozumel (I even confirmed I would have international usage to communicate with my three children), I had to purchase an internet package starting at $** to let my family know that I was heading not to Mexico be to a completely different location that I knew little about. When we requested a possible credit even for the internet, we were advised by customer service it was a medical emergency and we signed a contract. Not only did I have to purchase an unneeded internet package but it put a scare into all of our families back home. Four women traveling with all of their families back home in Chicago and Florida cause a concern for our safety.*We continued on to the Bahamas which given the short fall was MUCH more expensive for a lot of the island activities compared to Cozumel. We were also scheduled to be in Cozumel from **-** PM but the Bahamas allowed for only *:**-*:** which left a very small window given it was Sunday and a lot of areas were closed on the item. We personally felt given this inconvenience we spent more at an island that we did not plan, budget or even do any research on prior to our docking. *This leads us to our last day when we were awoke very early by the Captain indicating there has been a report of a cabin fire on * aft in the middle of the night. A few moments later, the Entertainment speaker came out to reiterate the same message that there was a cabin fire and it was put out. We looked out of our room and noticed a blunt burnt rubber smell but zero crew members. We were told of no evacuation but just that there was a fire but it was contained. My roomates and I at this point were terrified and awake from * AM till the second we docked. The Captain came back on the speaker to let us know again that the fire was put out and all was well. *I will be honest as everything that happened is possibly out of control of the staff. I have to say some positive things, we had a beautiful view, great weather, a fantastic waiter by the name of Aleksander who took great care of us. But we noticed our room outlet had a burn mark which leads us to believe that maybe what happened on the *th deck was maybe out of the guests control. This experience was supposed to be a grand affair for my Bachelorette party and I do not think I will ever personally cruise again. When friends or family ask me about the cruise and I relay to them the events that led up to our docking in Miami, the look of terror on their face is what has warranted this letter. I ask that in the event of a medical emergency maybe to try and accommodate the nearly *,*** guests on the boat that planned for Cozumel. If there is a fire, have staff indicating the emergency plan, provide some reassurance to the guests with loved ones back home. **Thank you for your prompt response to these concerns.**Sharon Rodriguez ** Deck ****
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