Carnival Cruise Lines
Reviews and Complaints

Greetings all staff, i had reservation(9sm1s0) on sensation april 27, 2019
miami port carnival cancel me...Reason they said i was double booked...
I called the other organization and they had record of me.. I had always
made my payments to carnival i only owed $48.00 on 26 febuary...Now the
other company say i owe a thousand dollars...I am so discusted, irate that i see red...Because i am in so much debt my credit card will not
allow me to charge anything... Aleast carnival could mail me check,
and allow me to go i only owed $48.00 which i was ready to pay... Fay harris

Purchased two cruise ship tickets for a trip on the carnival horizon. Booking no: 3lvs80 for myself joy baker & my husband donald baker as we do each time for about 15 years now. We made payment each month through our carnival mastercard. However at the end of november my card had some suspious activity & was canceled. By the time I found out; I then remember that my final payment was due on my cruise. When I called into carnival to change the payment cuase I could not locate my cruise online-the representative explained my cruise was canceled! She told me that we lost our $300 deposit and that only a little over $800 would be refunded and it was on the way. However it is the end of january and I have not seen any of my money refunded. I need to speak to someone immediately on the refund of my deposit and the money that I paid into carnival just to get my cruise canceled. Your customer service reps simply disregarded my requests for a refund everytime and I will never cruise with carnival nor recommend your cruise line again. We have cruised sometimes two or three times per year now for 15 years. This is ridiculous to just take the deposit money and everything we paid into for this cruise and drop reservations like a hot potatoe. I get the same customer service reps and responses when calling these phone lines. I need to speak to someone in charge to get my refund immediately. I feel stolen from and loyalty to your cruise line as a customer obviously means nothing. I am now on the phone for the third time trying to get my money refunded.

spent 4 hours tring to get the birth record and had the number where I bought the copy for some reason the phone number carnival had would not go threw we called again got another fax number she said it was busy all the time we got the order number she was right their when we gave Pa the family history to get it. needless to say we were stilled denied getting on. our family ended going with out us. and we weren't the only ones that had problems with phone numbers not being right all we would like to do is still go on the cruise I already lost $200.00 in room purchases for my mother and dads birthdays with my sister they wouldn't transfer to my sisters room.. We did what was to be done on our end. Charlene Davis and I Kenneth Giblock which was the hold up on. 3QGX54 our booking # the ship was Elation email was [protected]@att.net address 210 Emory Dr Eatonton Ga 31024 phone [protected] suppose to leave 1/24/2019 please get right phone numbers to all states

Yesterday, 1/24/19, I called and spent 45 minutes being tossed around from customer service to customer service person. While some were extremely helpful in aiding in my decision to book the cruise I had put on courtesy hold, it turns out I was given wrong information. One of the deciding factors in me moving forward in my booking was they said the promotion I had on hold offered $25/person onboard credit and a 2 category upgrade. (I was told this 3 different times) With excitement, I call my travel pal, and we proceed with booking the promotion we had on hold. To which there is no onboard credit OR 2 category upgrade. I called immediately to inquiry when I received my email confirmation and the lady apologized that I was given the wrong information. I'm usually not one to complain, but I would like for the onboard credit and room upgrade to be honored. If it had been said only once and by one person, it would be different, but 3 different people persuaded me to follow through with the held booking with that incentive.

Carnival Imagination
Sail date: 01/13/19 - 01/17/19
Booking# 4PFD28
Destination CATALINA & ENSENADA
Total guests: 4
From the time I booked my cruise, this being the first one for all of us, I had requested a full handy-cap accessible room to accommodate a wheelchair. (I had to provide proof through a handy-cap document and picture I had to send in).For the first 6 times that I called to make sure there would be no surprises everything seemed fine. the next time I call .. Oh no " we have you booked in a handy-cap accessible room but not a full handy-cap accessible room". So the wheelchair had to stay in the hall, and there are no more fully accessible rooms available unless I wanted to upgrade to a suite for an additional $1400.00! I had to resubmit a disability forms and provide pictures of her wheelchair and was told someone would get back to me before our departure date, but no one ever did. When I called to inquire about the status they apologized for giving me a "handy-cap accessible room and not the full handy-cap accessible room" ( I do not understand the difference!?!) but I was again told I had to upgrade to a suite for an addition $1400.00 if I wanted a fully handy-cap accessible room. On board one of my bags were placed at another guests door halfway down the ship at M64 that I had to go find because all of the staff were to busy to help. Once we entered the room I immediately notice that one of the plugs was hanging out, which was a high voltage outlet (220volts) and that there was nothing in the room that accommodated the handy-cap in any way. I contacted guest services and they sent an electrician out the next day. There was only one outlet available in the whole cabin. The electrician could only push the outlet back in because the screws were stripped, but GS sent me a power strip to help. We were unable to get off at our first stop because of unsafe conditions. we were refunded $19 for port fees. We were given raffle tickets to enter a $500.00 shopping spree, later that day during the raffle the staff reiterated that the $500 drawing was only for one winner... I WON! But I only got a pre-selected body spray for women (worth $6), the staff said"your not disappointed are you?" I said yes and asked about the $500.00 prize. I was told that that drawing wasn't until the last day and I had to spend over a $100.00 to enter. None of this was ever mention in fact several other guests stopped me throughout the ship asking what I got with the $500.00 because they were told the same thing. After telling them what happened they got upset and said I should contact GS to have them fix it because we were all lied to. GS said they would look into it, but never got an update. I told the manager and was told that since she was not there to hear the statement made by her staff there was nothing she would do except tell them to be more clear to guests. I almost cut my hand on a hand rail and my nephew did also and this was at 2 different hand rails. The ceiling was leaking in front of the spa where I almost fell (but was saved by my moms wheelchair). I contacted the spa staff because I did not want to leave the puddle unattended so no one would get hurt. I was also double charges for the same transaction and that took 2 days to fix. I contacted GS to inform them that I was going to file a complaint because my mom tripped several times and even fell once due to the stateroom being a normal stateroom and the bathroom offered no help to handy-cap guests. Then later the next day they found a fully handy-cap accessible room available and gave it to my mom, but since the trip was over and we were disembarking in the morning it was pointless, a nice gesture from GS but pointless. The only positive was the attitude of 5 staff members, but I will never sail on that ship again. I called the Complaint department on 01/18/19 when I got home and explained everything to them and was told someone would contact me shortly to let me know they were looking into my case in a week at least but again no response. Lissette from Carnival called my on 01/25/19 to tell me that someone called the ship, reported the wrong complaint to them, and after I tried to clarify with her the details that they got wrong so that they could question the ship with the right information I was given an apology and told that this was all they were going to do. So they did not listen to me originally to get the right information and then again refused to do their job right and just tried to close the matter with a "we're sorry but thank you".

My desired resolution is to get a sincere apology and to have them comp us another 4 day trip or give us a full refund. I think that with all that we went through, this is the least that they can do. I hope that we can resolve this quickly and easily but from the experience I am having with them that is not what they seem to want since they do not want to take the complaints seriously anyway.

Booking numbers 4vcl12, 4vck87, and 4vck76 .We booked this cruise in October 2018, and I recently ran copies of our boarding passes. We had selected early dining at the time we booked this cruise . Our travel agent selected anytime dining for us. Now we cant get it changed ...we have to be on a waitlist ( according to our travel agent). . I called customer support and they cant change anything since it's booked through a travel agent.
I have been on 18 cruises and always had early dining . This is getting to be a pain in my arse since ourselves and the other couples are elderly and we dont like late dining, or anytime dining. We just want to be assigned a table each nite and enjoy our trip " hassle free! Seems like somebody could take care of this small problem for me.

Hello,

I wanted to write to you and make you aware of the disappointing experience that my husband and I had during our cruise on december 10th out of galveston texas. Our stateroom was just really gross. There was dust, hair, dirt and grime all over our room. We have been on several other carnival
Cruises and have not ever had a room that was dirty. I can't imagine that this is how carnival wants to treat their customers. If we had known that we could have contacted carnival before we would have reached out and gotten off the boat. I have attached the pictures of our extremely disappointing room below. Unfortunately we won't be cruising with carnival again but hopefully you will fix this for others.

Thank you,

Erin mitchell

We were on Carnival and were in a room that the flag kept hitting the powel all might and then we docked our room would rock for over an hour and the tv would freeze We had very poor customer service. I was offered a 150 credit and it has not been awarded to my account. Honestly, it should be more.
Here is our old reservation:
We can't wait to welcome you on board.
BOOKING NO: 2BQD56
SAILING: CARNIVAL ELATION 27/Aug/2018
SAILING DURATION: 5 days
STATEROOM: M3
CATEGORY: PT INTERIOR
GUEST: MS JENIFFER BRENNAN
DINING CONFIRMED: EARLY DINING - 06:00 PM

Here is our new reservation:
We can't wait to welcome you on board.
BOOKING NO: 5SNK81
SAILING: CARNIVAL FANTASY 15/Apr/2019
SAILING DURATION: 5 days
STATEROOM: U167
CATEGORY: 1A UPPER/LOWER
GUEST: MS JENIFFER BRENNAN
DINING Choose Yours Now: Unassigned

We were told it would take 3 days and it has not. I am ready to cancel and go with someone who treats us better.

On 27 december, my family and I went on a holiday cruise from jacksonville to the bahamas on the elation. This was my 4th cruise and I can honestly say this was the worst experience i've ever had on a carnival vacation. We boarded the ship and got unpacked. We arrived at the muster station. The worker asked if we were all together, we said yes, so he scanned 1 card. After the meeting we were told that half of our party had to go to an alternate location to sit thru the directions again because we must have come in late. Apparently, all cards should have been scanned because we had 2 cabins.
There were unattended children running up and down the halls outside the staterooms, dining room and lido deck at all times of the day and night.
There was a mechanical problem when we docked a princess cay instead of getting off the ship around 8 or 9 we got off at 2 and had to get back by 5. This was very chaotic and unorganized.
The scuba diving excursion was cancelled a month or so after we booked the vacation. My husband was very upset because that was one of the main reasons we selected that cruise.
I witnessed a blond female bar tender (next to the pizza place) being extremely rude to a young boy. He ordered dr. Pepper and she brought him sprite. He said he would drink it but she grabbed it and threw it in the sink. He was devastated.
The staff on the right side of the dining room (facing the desk) was very attentive and efficient. We were seated on the left side for the last 2 days and the staff on that side was were terrible. They were slow and we had to ask for steak sauce, napkins and silverware several times. The one server who sang the solo on the song (leaving n a fun ship) was the only saving grace he was great but could only do so much.
There were some good shows and we enjoyed the sing along but the other services were not up to the carnival standards we have grown accustomed to. The final straw was when we got fogged in and couldn't dock in jacksonville. Bad weather is uncontrollable but the problem was how the situation was handled. Announcements were not made in the staterooms but in hall so not everyone got all the directions or info. We finally heard the announcement directing people to take their belongings and wait on the lido deck. We did not follow instructions because the elevators were shutoff and we could not lug our bags up the staircase. We finally departed the ship around 2 (6 hours late) after my daughter rescheduled her flight twice. She was stuck in he airport and missed new years.
We were extremely disappointed in several aspects of this carnival cruise.

We would like some compensation but still on the fence on our family taking future cruises..
Darla cureton [protected]

My Booking number was 4ZTL97, on the Carnival Liberty. My husband and I were on this boat from 12/20/18 - 12/23/18, along with another couple. On the first night of the cruise, we were at the bar in the casino. We had been there several minutes talking and laughing with the people around us and the bartenders, we were having a great time. Around 9:15 pm, one of the bartenders threw a cork out of a Patron tequila bottle, which is not a small cork. The cork hit my husband in the arm. At that time, my husband batted it with his arm. The cork hit the head bartender on his arm. The head bartender became very upset and called security. Security came and escorted us and our friend to our rooms. After about 15 minutes had passed, they returned and locked our balcony door where we could not use it, this was unlocked the next day upon request. We also learned that our alcohol purchasing was suspended for the rest of the trip. We had purchased the drink cards for every day of the trip and were limited on their usage. We and our friend were also detained when trying to disembark off the ship when we returned to the terminal, until our room was checked. I do feel like we were not treated fairly, due to the fact that one of your employees caused the whole episode. We are older adults who were trying to enjoy a well deserved trip, which we did. We have loved Carnival Cruise line in the past, but will consider others after being treated as if we were "trouble makers". I do believe we deserve an apology and a refund of a portion of our money spent on the drink cards.

Good morning!

I was hoping to find resolution to an AFC Transportation Transfer which I purchased through Carnival.com's excursions and was forced to decline due to lack of service provided as specified in reservation.

On Dec 22nd, we returned to Galveston from a lovely cruise and rushed to get off the ship to meet an 8:00am transportation transfer to get to Houston Hobby airport. We arrived at the gathering area on the ship 7:30am to ensure we did not miss the reservation. Only to come to find out after debarking, the 8:00am reservation with AFC Transportation was not going to leave the port until the bus was filled. We were the only ones sitting on the bus at the port for nearly an hour, at which time we left the bus and were forced to take an UBER to the airport and incur twice the fees.

Per Linda, the AFC Transport Transfer Supervisor at the Galveston port, I am requesting a full refund for 2 transportation transfers due to the lack of service as specified on the reservation. We would not have booked an 8:00am transfer if we knew we were not going to leave at 8:00am or any time soon thereafter.

If you could please contact me, I would appreciate it.
Thank you for your consideration.
Michelle
[protected]@gmail.com

My husband, 2 boys, and myself was on the Carnival Dream Dec 16, 2018 - Dec 23, 2018 Booking number 3FRF70
We always have a good time with cruising with carnival until this last cruise. I never had any bad experiences before with carnival until this last cruise. I got trapped on the elevator when the ship lost power. It was so dark in the elevator. I could not see anything. I had to feel my way around the elevator to find the phone to call for help. No one answered the phone. I was extremely scared. After the power came back on it went off again a few more times. Finally it stayed on. This has never happened to me before. I went to customer service to see what happened but the lady was short with me. She did ask if I was okay and that they had only a short malfunction. She told me it was nothing to worry about. Then she preceded back on the phone. It was like she wasn't concern that I was scared and my heart was beating fast. Also, as my kids and I was watching the movie by the pool that evening, there was this drunk man fighting with his family calling them all kinds of names. Saying very bad dirty words that my kids normally don't hear. This upset alot of other passengers. No one made him stop or made him leave. I know they heard him. He ruined the movie for us and caused my kids to hear language that they're not use too. Other than these 2 complaints. I love carnival cruises and the steward was extremely nice.

Booked cruise (booking number 3hrz11) and was assigned cabin 1384 on the riviera deck. Cruise departed ft lauderdale on 8 december pm. Nothing unusual happened that evening or the next day. However, on 10 december, a very loud rattling noise could be heard coming from the area around the window. It was so loud and so disturbing that we could not sleep. We made a recording of the sound and went to guest services and played it for them. One of the people from the staff came to our cabin and heard it herself. She said she would contact maintenance to see what could be done. Someone from maintenance came by later that evening and also heard the noise and said he would check with the engine room to see if they could find out what the problem was. Needless to say, our sleep was minimal that night (and every night thereafter). On the 11th, we had a shore excursion on curacao that was not very enjoyable due to the lack of sleep and being general overly tired. We returned to the ship later that day to again be confronted with the noise. Again, we had very minimal sleep over this noise. Our next excursion was on aruba and again it was not enjoyable because of the lack of sleep and tiredness. We continually contacted guest services at different times of the day and night but to no avail. Finally, on the night of 15 december, the noise abated. We had not rested or relaxed on this cruise because of the noise that no one could eliminate to provide us with the enjoyment we had paid for. Because this was a vacation from hell, we feel that carnival should at the very least compensate us for a wasted trip. We couldn't take advantage of the guaranteed vacation program because this problem started past the 24 hour window. We've cruised on carnival before had some of the most pleasant memories on other cruises. My wife and her twin sister both celebrated their birthdays on the carnival conquest in 2017 with a little help from ms. Duffy. All our friends who have traveled on carnival before have nothing but good things to say about their cruises. I hate to have to tell them about our cruise because of the lack of response from carnival.

My wife, Tracy, and I went on a Carnival Cruise on December 10, 2018 from Miami and returned on December 14, 2018 with stops in Key West and Cozumel aboard Carnival Victory. The stop in Key West was at 7:30 AM (too early) as most of the shops, restaurants and bars did not open until later. A few souvenir shops were open but we completed our souvenir shopping within 30 minutes. When all of the interested establishes opened, it was not enough time to enjoy as we had to board our ship at 1 PM. With the cruise, entertainment offered was uninteresting to us, the alcoholic beverage and excursion prices are too expensive, the cruise was also very crowded and long lines at the elevators (which skipped floors) resulted in long wait times, which are totally unacceptable. After Cozumel, I was ready to get off the ship and felt being "confined, " which is uncomfortable to me. An unfortunate incident happened as a passenger overboarded (we are sorry to hear this and pray for his family) and the cruise ship went back to look for the missing passenger. I thought it is the US Coast Guard's responsibility to find the missing passenger? This happened near Islamorada, FL. The search/rescue by Carnival made us arrive back in Miami at 3 PM and was scheduled to arrive at 8 AM (seven hours late). This cost us a day at Miami Beach and time to enjoy the pool at the hotel we were staying on December 14, 2018. Many other people had missed their flights. Debarkation was unacceptable as about 100 to 150 of us were told to stay on the fifth or ninth floor until our number was called (we stayed by the elevator on the fifth floor). It was extremely crowded and could not even go to the bathroom without difficulty. This was also a Fire Hazard! The ship arrived at 3 PM (as stated above) and we did not get off the ship until 5:30 PM...2 1/2 hours. Very unacceptable! This was our first cruise and needless to say, I will NEVER go on another cruise even if someone paid me and/or offered a free future ticket. This cruise was ridiculous and the worst voyage I have ever encountered as I've been traveling for over 50 years. The only positives on the cruise were the food and service by all Carnival personnel, those were outstanding. Cozumel was very nice but I will only fly there in the future. No more cruises for me, whether it is through Carnival or another company! I am requesting compensation and only a refund check is accepted. I paid $344 for my fare of the cruise and half of that fare ($172) will be accepted. Only the very enjoyable day in Cozumel is preventing me from requesting a total refund. Please, do not send any future discounts nor free tickets as I will not accept them and return to Carnival I'm requesting a $172 check made payable to me through Carnival or the refund be applied to my credit card which Carnival should have that information. My mailing address will follow the cruise Sail and Sign card information. Sail and Sign: CARNIVAL VICTORY, 12/10/18, GA010122, KEVIN JOHNSON, Dining, Atlantic - Deck 3, YOUR TIME DINING, VIFP Club # [protected], FOLIO 7990, Muster Station B. My mailing address is 3901 Old Outer Loop, Louisville, KY 40219.

Had to cancel cruise for Nov. 2018 due to my husband's medical problems. The doctor filled out the form with the date He started treating my husband. This was Feb. 2018. We booked in July 2018. In September 2018, a new problem developed on his other leg. This required special treatment and the doctor said my husband could not travel. we were denied a refund by the insurance company. We are seniors and live on a fixed income. We cannot afford to lose $2200.

Good afternoon, I am concerned that I am traveling with my children ages 17 and 9 and my best friend who is an adult but does not drink alcohol beverages. I was told that I am unable to purchase the cheers beverage by your customer service representative because the children are under age and the other adult does not drink alcohol and refuse to pay $400 for other beverages. I do understand that there are bars around the ship that i can purchase individual drinks. Purchasing the drinks individually may cause me to have unknown charges where with the cheers package I have already paid in advance. As a single parent I can not afford to have a $1000 bill from carnival at the end of the cruise. I do understand that minors are in the room but I also know that I do not give my children adult beverages. If there is anyway to help with purchasing the cheers package please assist with this matter. I may be reached at [protected] or via email [protected]@gmail.com. Thanks again for your assistance in this matter. Booking number 4RXW08

I'm an avid cruiser. I have been on about 13 cruises. 10 + have been on Carnival Fun Ships because I enjoy Carnival Cruises more than any other cruise line. I've never cancelled any bookings because I love to go on cruises. Unfortunately, I cancelled my booking for January 4-13 due to an unforeseen circumstance.
I'm a single mother with very limited support from my family. My 18 year daughter Mikayla travels with me most of the time. This year, the plan was for Mikayla to stay home so she can take a nursing assistant course. She is enrolled in that particular class because that class is the only class she can take since she's in college (she will be on winter break at that time). My cousin was supposed to stay with Mikayla and look after her, however she just informed me last week that she's no longer able to look after Mikayla because she has to go out of town from December 30-January 18 to care for a family member that will be recuperating from surgery.
Ordinarily, I would have booked the trip to to include Mikayla but, this class is very important to Mikayla. I can not leave Mikayla with no supervision. Even though Mikayla will be 19 at the time, she's still my child and my only child! She's is the person that matters the most to me in my life. Additionally, I don't believe she's mature enough or have the life skills to be able to handle an emergency with her mother (the only responsible person in her life) is on on a ship in the middle Caribean sea. Conversely, I could never go on vacation and leave her alone under those circumstances. I would not enjoy myself! I would be worried sick the entire time and would probably be in your infirmary panic stricken the entire time.
On 11/16, I received a refund of $841.80. I was penalized $649. I'm writing this letter this letter to request a refund of $649 penalty since this situation was beyond my control and I could use the money. I have never cancelled a cruise before and I'm so upset that I won't be going on vacation. I haven't been on vacation this year and because of my work schedule and vacations are already scheduled for 2019. I won't be able to go on vacation in 2019. Thanks in advance for your time and consideration to this matter. Happy Holidays.
Demitria Watkins
Booking #2QJJ59

We sailed the Carnival Triumph 11/15/2018. I sailed this in 04/2017 also. What a difference in a year. I love Carnival but not sure I will cruise it again. We went into Cozumel for the day. There was 20 of us. My daughter, boyfriend, step son and his girlfriend was with us. We got back to the ship and went to several shows. We went to the country show at 10:30 in the Hollywood Club. There was a DJ. My daughter and OTHER people were requesting COUNTRY songs to dance and the DJ was VERY RUDE and refused to play anything requested. I have NEVER cruised where the entertainment was so RUDE and UGLY. My daughter approached security to complain and he looked at her and said go to service desk. Also RUDE. Her boyfriend went across to see what was going on and the security guard told my daughter to escort herself out if she did not like the DJ! They came back across and the guard comes and gets her, they go to door and then she comes back. The r of them go dance and next thing we know they are put off the dance floor. The security guard comes gets by daughters boyfriend and brings him out to talk to him and I decide to go and see what is going on. He is so very rude to me. He say my daughter cursed him and this man would let me say nothing. Stated my daughter could not bring drink on dance floor and could not take shoes off to dance. Here is the issue, my daughter was not drinking on the floor or for that matter in the club. While I understand there are rules for safety there is a way to handle a situation and apparently he did not know how. My R kids were in Hollywood the night befor and we were for a while also and there were multiple people with drinks on dance floor and shoes off. When brought to his attention he said there was nothing he could do about it. The way he came at me if that is how he acted to my daughter I would have used him also. The way he continued to act toward my daughter we decided to leave because at this point he was targeting her. No matter what she did he was watching. Your DJ and security that night was wrong. In the casino soiting after that there were multiple people commenting on this dj and how rude he was. Never have I approached any staff on Carnival and was treated like I was Saturday night. The on disembarkment day you stop ALL elevators. My fiancé had total knee surgery in August and had to do stairs because only middle elevators were on. This was so inconvenient and cause him a lot of pain and swelling in his knee. We finally get to the casino via the stairs and you have NOONE in the bar serving cokes or water, we have to go all the way up tp 9th floor for that with only middle elevators working. He ant limb that so I go via the stairs to the lid do deck and 1 bar open so ask for a Diet Coke and coke and was told we are not opened. I'm like really, to fix 2 cokes? I paid very good money to cruise and you guys on the last day really disappointed. So I head back down STAIRS with No drinks at all. There were a lot of people waiting in the casiono and wanting water or sodas and no one there. This is a holding area for the ship and this is something you should ensure is available for YOuR customers. Not too sure I will sail carnival again. ...Jan Rouyea

I was on the phone with Carnival for over two hours attempting to find out where my Taxes, fees and port expenses were. I was given the run around and transferred repeatedly. I was given a number and told that the funds were returned to my paypal account. I called PayPal and the rep. remained on the phone to speak with Csrnival. We were provided a number as the Carnivsl agent stated the funds were returned. She informed them that the funds had not been returned and that there should be a way to track them. It has been two months and I have not received my money. Carnival chose to keep $1394 of mine and has not returned the taxes as of today. Carnival is a very, greedy greedy company. I am so disappointed. I have contacted the BBB, FTC and I am going to go as far as it takes. This is rediculous.

Good Morning,

Booking number:4ZBW18

I work for an Airline and have the ability to travel anywhere in the world, but my son and mother's birthday wishes were to go on a Cruise. So, I planned a wonderful vacation to celebrate my son's, mother's and my birthday on board. My expectation was to sleep, eat and be able to relax. My booking agent was very helpful, informative and courteous.

The day before the cruise I was contacted to upgrade my cabin and we upgraded to a balcony to maximize our experience.

The day arrived to begin our short vacation. We boarded smoothly and proceeded to our cabin. Shortly after two men from what appeared was maintenance knocked on our door asking if we had an issue with our toilet. We said no because we had no knowledge of it. Turns out there was an issue. Later on Friday night, the toilet started leaking we called housekeeping, guest services and maintenance to report it. About two hours later a man showed up and quickly "fixed" the toilet.
At about 4:46am my woke me up hysterical because our room was getting flooded. The water was coming from the "fixed" toilet. The water was midway through the room, reaching my 13 year old son as he was sleeping. I called house keeping and maintenance and there was no aswer. Until I finally reached guest services. I grabbed towels to hold off the water and placed them in the carpet and used a trash can to empty some of the leaking water from the toilet to the shower drainage. It was a horrible experience. My husband and I had to sleep in the balcony for a couple of hours until the situation was "resolve".
At about 9:00am Philip from Guest Services contacted us to see if there was any way he could make up for a horrendous experience. We proceeded to speak to him and as a courtesy he offered any option from their excursions in the Bahamas. We opted for a complementary day to Atlantis for all of us. As we went back to the room to get ready to go to Atlantis the room was flooded again!Atlantis was beautiful but I was extremly tired and sleep deprived along with the rest of my family. I also realized they needed us out of the room as long as possible to work on the issue and dry the carpet, so we ended up doing them a favor.

I felt we needed further compensation and asked for an onboard credit and was advised nothing else could be granted.

Upon arrival I called customer service spoke to an agent who thought was doing me a favor by offering me 15% off my next Cruise, he was noncholant and indifferent about the whole situation. His supervisor offered a 20% credit towards my next Cruise.

I feel insulted as my family and I were completely robbed from a relaxing Cruise experience. We lost sleep, time, some of our items got wet and were disposed of. I am requesting for a refund of my money or something equivalent to that.