Sent query to their site, never heard from them … frustrating customer service attitude ...
Sent query to their site, never heard from them … frustrating customer service attitude …
you can do any bookings at their site, not to mention frequently down website, could have flown to the moon by those time spent ….
Not worth all the hype
Very poor loading and disembarking of the ship was a joke. Our cups didn’t arrive for our drinks package and what was given to use couldn’t be used at the drink station only at the bars which was always packed bar attendants would rather serve alcohol than soft drink. One of our suitcases was lost when disembarking and 3 people from royal looked for 40 minutes was told to fill a lost form in as when they find it they would send it to me after 3 weeks our luggage was returned with a charge of $620 after many complaints and phone calls,emails to ...different departments because they don’t communicate with each other I have finally got a refund of my $620. This was our first cruise and we were lead to believe it was one of the best it isn’t don’t expect to much.
Don’t be fooled by their early bird sales!!!
My family and I (parents and siblings) booked to go on Ovation of the sea in Jan 2020 and they had a sale happening at the time. I was trying to book an interior room as it was the cheaper option and what my budget was however I couldn’t and I called Royal Caribbean customer service and I was told all the interior rooms were sold out! We were led to believe that we were getting a bargain and since all the interior rooms were sold out they were giving us a free upgrade to a balcony room. I ended up booking a room which cost me $5200 and now afte...r 2 months I suddenly see Royal Caribbean advertising their interior rooms for the same ship! I’m so so disappointed at the fact that we were lied to and we were led to believe there were no interior rooms available only for Royal Caribbean to get rid of their more expensive rooms first and now suddenly they have interior rooms available. I called their customer service and they said i would lose my $800 deposit if I decide to change my reservation. Absolutely disgusting! We will never travel with you guys again and will be canceling our trip. We would rather pay $800 and save $4400 than be your guest.
Great ferry trip from hawaai to vancover
We were supposed to have four stops in hawaai and two in canada on a eleven day trip We had one stop in maui and one in Vancouver not what we expected. apparently they did not have clearance for the ship to sail in Hawaiian waters so two days lost and only able to navigate lion gate bridge in. Thirty five minute slot so all ports curtailed to accommodate. If you want to fly 9700 miles to catch a five star ferry this is the cruise fir you. But disregard the brochure it is all lies. But all due to operational considerations. Good job royal carribean. Never again will i waste my money after twenty cruises with them time to move on
Big Ship, Lots Of People, But We Always Found Space
So many reviews from people whinging about the number of passengers on the Ovation. It's a big ship folks and you knew that there were nearly 4999 other people on the boat before booking FGS. OK will we book again on a ship the size of the Ovation? No. But that's our choice based on what we like at our age. The Radiance to Voyager of the Seas is more our ship size & activities. (deck parties etc) Is the Ovation a good, happy ship? - Yep. Lots to do if Rock Climbing and dogem cars & sky diving, flow rider etc is your thing. We still found ...deck chairs in great spots pool side and the staff as usual were fantastic. Stewards, Waiters and bar staff remembered us and our names with a smile on their face and if you take the time to talk to them, they are really well trained in their jobs and customer service. Entertainment was top shelf from the piano man to the glitzy stage shows. Food in all restaurants including the Windjammer Buffet was great. Our cabin, deck 12 balcony mid ship was bigger than expected. Don't get hung up about the sell sell attitude of the crew on deck 4 & 5. That's their job, happens on every cruise we've been on and all you need to do is say No if you don't want to but something. Nice modern ship with super good affordable wifi.
Major change in Itinerary on 16 day cruise with minimal compensation by Royal Caribbean.
Booked 16 day cruise Sydney to Hawaii with stop overs in Tahiti and Lahaina and Maui only to be advised after we paid that the Lahaina and Maui stopovers have been cancelled and the ship sails directly from Tahiti to Honolulu thus missing out on a highlight of the cruise meaning that we spend 13 days out of the 16 staring at the ocean! Royal Caribbean are offering one day cruise fare refund as compensation WOW! We had asked for at least a flight back to Maui and one of the shore excursions only to be refused by RC - I will never cruise with R...oyal Carribean again particularly in light of the abruptness of their so called support staff - it was either lump it or leave it - my suggestion is to look at other cruise lines that in my experience have bent over backwards to ensure customer satisfaction when there have been changes such as this!!!
Enjoyed the NZ cruise, kids club was disappointing
We loved the balcony rooms, large king bed and the design of the room was great, had a lot of closet and shelving space. The toilet was clean and also had a much better layout than other older ships. Room service was very good, cleaned twice a day and always non-intrusive. Pillows were not comfortable that’s probably our only complaint.
The ship is only a couple years old, everything is new and feels clean. With close to 5000 people on the ship it is not an easy job to maintain. We are very happy with the presentation of most areas. The poo...ls are small but kept clean. The kids loved all of the pool areas, including the water play area and spa. The indoor pool was great and it opens till quite late at night. I also liked the warm adult only solarium. The main restaurants were good, we liked the decor, and service was good most of the time. We enjoyed the variety and views at the buffet more, my 3 year old son got to try lots of new foods there. Desert selections are great too. Most activities require booking early on, so make sure you do that as soon as you get onboard or do it even before that online. We did manage to try most of them at least once. Some of the shows were very entertaining, loved ‘live. love, legs’.
10 Days of My Life Lost
This was out first cruise (and last), Sydney to NZ 12th to 22nd Dec 2018. In short all the prior negative reviews accurately reflect our experience.
This was not a holiday push and shove against 5000 other people for 10 days was awful. The staff are cheep and employed under duress (6 month contract onboard) hence the substandard service and attitude from every department. The Royal Caribbean sole intention is to extract $$ from customers, I don't go on holiday to get fleeced.
Royal Caribbean market cruising as upmarket experience, the clie...
What a waste
Staff - great, organisation, good, food - excellent, things to do- poor. For a new ship this is an example of poor design and management. 2 small pools to service 4000 people, they are just square holes in the deck, are the only pools for children with ladder access only and no shallow portion so poor swimmers and little ones beware. Kids water park is designed for toddler size but only larger kids are allowed to use, the most I saw was 4 children using it for a couple of slides then got bored and left. Main features, sky lift 5 min and iFly sk...y diving simulator 1 min is all you get for length of cruse, unless you wait in line and hope someone doesn’t show for their booking. Roller skating and bump cars ran for 1 hour each on alternating nights and you could only go on for 15 min. Rest of voyage the arena wasn’t used, frustrating. Wave rider was good , but when line became long they split the area so riders couldn’t go sideways, just sit on the board and do nothing. Would not recommend for kids under 5 as absolutely nothing for them to do, only activities our daughter was allowed was pool and iFly...go figure. Cruise for old people who want to buy jewellery from the approx 12 jewellery shops, there are no other other shops except 1 x gift store, every thing else is restaurants and bars, bad luck if you finish your book early!
NZ Cruise for Xmas/New Year (2018/19) was great
Booked online using RCI website, way back in May for this Dec 22 cruise (12 nights). No problem with booking and was pleased with the payment by installments options. It's a peak season cruise so prices were a little higher, but we accepted that. Even 7 months in advance, there were only a dozen or so balcony staterooms to choose from. We ended up grabbing #554 on deck 10. Didn't bother with drinks packages because we simply wouldn't be able to drink that much value per day. But we did get the 15 espresso coffee pre-purchase card for aroun...d $40 each. Also pre-booked the Bottomless Bubbly Brunch galley tour (highly recommended, but more on that later). Finally the day arrived, we'd chosen a boarding time of 12:30pm so we could grab some free lunch, but ended up arriving about 11am and they were happy to accept us regardless. Dropped our bags in and then check in was very quick, but the snaking queue to pass through Customs was dragged out to 20 mins or so. We were told our sea pass card would be in our room and that our bags should be there by 5pm. We were welcomed on board and had free reign. We thought we'd find our room, but there was a sign on the corridor saying rooms would be ready at 1pm. So we went away to explore. Jumping up to 14 we found the pool deck which was spotless - you'd never tell another group of 4700 passengers just got off a few hours before. So many different types of pools to choose from. Then we found the Solarium restaurant at the front and wandered to the other end where we found the Windjammer bistro. Yes, it's a giant Sizzler, but there is a crazy amount of choice, so we stopped for lunch as soon as it opened. The food was fresh and plentiful. Next, we headed down to decks 4 and 5 which are the public spaces including theatres, shops, diners, bars and guest services. Such a wide variety of decor, artworks and lounges. Finally, 1pm arrived and we headed to our room to see if they were punctual. The room was ready and our four bags were waiting outside the door. One sea pass was sitting outside the door and the second on the bed inside. The room is spacious and well appointed and clean! And the king bed was very comfortable. We unpacked a few things then our holiday began. I can honestly say in the 12 night trip, i was unable to find a single staff member who was not pleasant, helpful and visibly enjoying what they do. And with 1700 staff on the ship, you'd think there'd be a noticeable percentage. From start to finish, every staff member we interacted with showed they were there for us. When you have 4700 people on board, there are bound to be some who have a negative experience and want to shout about it from the rooftops (or product review websites), but every passenger we met and spoke to (and there were many) had nothing but praise for their experience throughout the cruise. Food across the ship was excellent quality. Organising 4700 people across multiple food choices where the customers are in control of their desires will always be a challenge. Some venues will be in demand during peak times while others are less crowded. Learning from your daily experiences and adjusting your eating patterns and habits goes a long way to solving your problem. Acting like an entitled git when you are told you will need to wait is not the best solution for anybody.
Less than perfect experience!
As a first-time cruiser I thought my experience was OK and was very eager to try the Ovation of The Seas as my first of many liners to spend my holiday on. The trip to NZ was great, seems there were many things to do on the Ovation, activity wise that is. However, there were many things that were less than perfect, perhaps things that shouldn't have happened. In terms of customer services especially Guest Services of the Ovation needs to work on their attitude. I had an issue where certain funds/credit $100 disappeared from our account, we repo...rted to Guest Services, and they said it doesn't happen, anyways they deny and falsely accused of not telling the truth. I thought the attitude was appalling, I expected better service. Reservations and booking for complimentary restaurants on the Ovation was ridiculous. Multiple times you turn up to eat, only to be pushed away, rudely I may add, to wait more than 1 hour to get a table. Food was good, however it lacked flavor on multiple occasions, I've had better. I thought there should be more restaurants complimentary. Prices were insane, especially the ordering for beer, wine and spirits, the price was not right. Accommodation was good, had the stupid life boat blocking my view, but it was OK. Room services was excellent, they do great work! Overall, the experience was good, a lot still that needs work, especially Guest/customer services from restaurants and other on-board attendants. Would I travel with Royal Caribbean again? Maybe in the future, but not any time soon. For the price I payed though, it still left me desiring at bit more from Royal Caribbean. I will probably choose a different company/liner next time.
- Verified customer
Rude, Lies, Poor Customer Service - Do not book
As a first time cruiser I have been super eager to travel on the ovation of the seas. I found out about the ship during its build process and instantly fell in love! I have been waiting for it to come back to Australia as I missed out the first time and was really looking forward to boarding.
Now I'm sure the ship is great although I can not say the same for the most arrogant and condescending staff members I have had to deal with pre-cruise. My partner and I payed $9,998.00 to travel over the Christmas break and since the very first day it ...has been a nightmare communicating with their representatives over the phone and via email. At the time of booking we were not told that the complimentary activities had already been booked out online or that we could only be scheduled in for an 8pm dinner every night because as a first time cruiser it was expected that I already know the "first in best dress" rule (unless we want to pay out of pocket at a specialty restaurant). I have had another consultant yell at me, sigh and misinform me over the phone when I have tried to seek some advice on whats included in my ticket because the email was a little confusing. This consultant couldn't be bothered logging in and checking what was and wasn't included in my ticket - mind you when he did eventually log in he immediately tried to correct himself as he realised that he had been wrong the whole time he was yelling at me. What is more frustrating is that when I had tried to provide this feedback via email discreetly I had been told in a round about way that I was a liar and that no such call/ interaction exists on their database (funny how they have record of every other single call I have made to them but not this one). At this point all I wanted was a phone call with a simple apology and to be connected to someone who I could trust would provide me the correct information and helpful tips that I may not have considered before travelling. I had requested a call back 6 times (I have evidence of all 6 requests) and not once did someone pick up the phone and call me. Instead I had to keep waiting 48-72 hours for a generic response via email. At one point I had to wait over a week to get a response. After numerous emails and no acknowledgment of the rude staff members wrong doing I decided to run a report off my work system to prove that such call was made. At the same time I've had to contact my phone provider to retrieve the data on all calls I had made to their phone line just so that I could prove to them that I did place a call and did have a really bad experience in that interaction. I even tried to speak to a technician at apple to recover my previous phone logs as I was part way though my billing cycle at the time. I dont believe that it is fair that I have had to go through all this stress and have spent every single day since November 29th trying to prove that I have been mistreated by a staff member. To date I still have not received a phone call from a staff member.
ships aint ships
Did the New Zealand cruise on 28/11/2018 ,having been on the Allure of the seas that cruises the Caribbean ,thought it would be just as good.While the ship itself is quite new and quite good and the cruise itself was ok i can definitely say that the Allure and even the Voyager are more enjoyable regarding things like activities (absolutely was ''trivi' bored'' to the max)pool areas etc.One thing that was disappointing ,especially for the kiddies ,was that on the Allure there was a wonderful parade of ALL the dreamworld characters in the mall ,b...ut on the ''5 star Ovation nothing like it happened,except for the occasional appearance of a couple of the characters .This by the way ,all dreamworld entertainment will cease next year After been on various Royal ships i think they are now attempting to to economise and cut certain complimentary services .EG use of saunas other ships free now Ovation charges for the use ,i noticed other services curtailed or now are being charged for . One thing for sure Cruising in American waters is a much different experience for passengers than us Aussies receive.Another thing is that bingo tickets on The Ovation were outrageously high compared to the American cruises . But i never did have any problems with any of the staff ,all wonderful from cabin attendants to food,bar staff and while i did experience not so good grub in the windjammer on the voyager i found Ovation ok .Maybe it just plain old luck of the draw . I have saved the best for last .WHATEVER YOU DO AVOID DECK SIX AT THE REAR OF THIS SHIP. Absolute nightmare ,no sleep at night due to the noise coming from the galley on deck 3 and 4 .Comes up through to deck 7 and 8.After reporting it to customer service it quietens down for a while but then starts up again .It is fair dinkum like living under a roller skating rink with trolleys being pushed back and forth and the sounds of metal trays being thrown around.If you were in a hotel you would check out .To their credit customer service did try to reduce the racket but in the end as they couldn't do much they gave a lot of us vouchers .They will work out 20% of the value of this cruise and deduct it from another cruise if we take it in the next 12 months .But all in all had an interesting voyage ,put it down to experience and the joys of travelling.See all you poor suffering people from deck 6 at the rear next cruise .
photo services they provide on boat appalling
It was as if we took a photo with our phone but did not really care if we are going to look ok or not., these photos are not only very average, the photographer failed to tell us how to look good in photos, and we are a good looking family.. we have far better photos we have taken ourselves on the boat. I feel ripped off, their photo services are so expensive too.
Please note this is not a reflection on the boat, food and other services, only photo services, which I am very disappointed with. My father collected the photos and unfortunately I have not seen them until a couple of weeks after we have arrived home,
Bottom line I would never pay for these photos if I went to collect them myself.
I found my experience on Royal Caribbean to be amazing. I have read some negative feedback from past
Everything was 5 star. The food was delicious accommodation was great. and the staff was amazing so helpful and made sure everything was perfect for their guests. And always smiling. Such beautiful people !!
Untrained impolite security crews, below average food is served in formal dining
We are on a cruise from sydney to New Zealand. In wellington stop, we went to the city for sightseeing and returned to Ovation of the sea.Untriand and impolite security guy asked me take off your shoes at the check point. I hate this cruise ship because of their untrained security crews. As well food at formal dining resturant is below our expectation and not impressive at all.
Terrible company! Never book with them!
RCI changes my confirmed booking (Reservation ID 3030930) without any explanation!! Tried to contact customer service and was told by Customer service Team leader ([name removed]) I need to pay $500 extra for exactly same booking, even after I provided clear evidence for my booking! Unbelievable!! Stay away from this company! Be careful and remember to keep all evidence when you book. I am going to lodge a formal complain with ACCC! This company should not do ANY business in Australia!
- Verified customer
Terrible booking service (or rather - NO SERVICE)
I have booked two rooms on the Ovation of the Seas for a cruise in January of next year. It is my first cruise and a gift to my 86 year old mother-in-law and her 86 year old bestie. Her friend decided to join us after the booking had been made and after we had already paid for various meals and tours. Adding my mother-in-law's friend to the booking was easy but trying to sort out the dining arrangements has been a nightmare. You can't just add an extra person to a existing dinner booking through the online cruise planner system. So I rang c...ustomer support for help. After 3 phone calls, 2 and a half hours on the phone (because contrary to promises no-one calls back) and 2 emails to customer service, I have given up trying to sort the dinner bookings out. At extra expense to my husband and I we have cancelled all existing meal bookings and rebooked the speciality restaurants (the prices have gone up since my initial booking so I have had to pay extra for the 3 of us already booked in for dinner plus the extra person). I'll try and sort out the rest on board. By the third phone call (and unanswered emails) I was very tetchy. I apologise to the poor young woman that I spoke to on my last call however when for the third time I was told they would get back to me .... after they had not got back to me on two previous occasions ... I could not contain my frustration. My first and last experience with this company. I won't booking with Royal Caribbean again if this is the quality of customer service they provide.
- ‹ Prev
- Next ›
Questions & Answers
I sent an email to them a week ago about our dining reservation, still did not hear from them. Not impressed. Bought a 3-meal plan but cannot do reservation and Neither for My Time dining. I think it is rediculous. Try to ring but getting nowhere. Bad, bad customet service.
Sailing to New Zealand does the tours and dring package go one sale before we leave 4th december 2019?
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.