We were on the Solstice Celebrity ship in Feb. 2010. The cabin we had was so noisy with an extremely loud popping and creaking sound between the walls and ceiling. Many calls and trips down to guest relations. Maintenance came up on three different times while we were in the room and finally told us this has been an ongoing problem in our room for over a year. We were told the ship was sold out and no other rooms available. Finally spoke with head of guest relations and on the fifth night at 11:30 pm, yes PM we were offered another room, but only if we packed up everything first to move to the new room. Another trip down to guest relations. The noise was so loud we couldn't sleep and only got off the ship in one port as we had to sleep when the boat was in port and not moving. More than half of our cruise was ruined. They did offer a certificate for a small amount towards another cruise which we turned down as we considered the amount an insult. We have cruised 24 times in the past, 18 on Celebrity, and will never cruise on their line or Royal Caribbean again. Talked to head of guest relations on the ship and by email to the RCCL headquarters and they rather lose a good customer than offer a fair resolution. EXTREMELY DISAPPOINTED!

Cruise on Serenade of the Seas
October 29, 2006 - November 11, 2006
Departing San Diego and arriving in San Juan

When we arrived at Aruba on November 10 and proceeded to leave the ship to go ashore I fell on the ship's gangway. The last section of the ramp, before the stairs, did not have any traction material on it and I slipped once I stepped on it. I fell backwards landing flat on my back with my camera under my right shoulder. Little did I realize that one of my camera lenses broke as a result of the fall until later that day when I attempted to use my camera. The lens in question, a Sigma 28-70 F2.8 EX, was cracked during the fall. My camera and lenses were packed in a Lowe Pro camera bag which helped to minimize the damage that occurred otherwise it could have been much worse.

I filed a personal loss report once I got back on board and was assured that the paperwork would be forwarded to Miami ASAP and that I should call on Monday to ensure it had arrived.

I called RCCL's head office on Monday (Nov 13) and was asked to fax all of the documentation including the original sales receipt for the lens which I did. I called back the following Monday (Nov 20) to get a status update and was advised that my file didn't contain any comments.

I waited for 2 more weeks and then called back again on Dec 4. I was able to speak to an agent and this time I was told that a package had been mailed out to me. When I asked what date the package was sent the agent replied "at the end of November". I said that I would wait for another week or two and if I did not receive anything by then I would be calling back. To date I have not received any package from Royal Caribbean Cruise Lines.

I called back on Monday, December 18, and was able to speak to an agent and was advised that Betty, a risk agent, was looking after my claim and was transferred to her extension and left a message asking her to call me with a status update.

I called back on Wednesday, December 20, and spoke with a customer service agent and was advised that the agent handling my claim no longer worked for the company. I called their HR department and explained the situation and asked to speak to a supervisor and was directed to Pamela. I left Pamela several messages and the original agent, Glenda Serrano, to call me back and haven't heard a word.

On Thursday, December 21, I called Royal Caribbean again and let the call transfer to the switchboard. I asked to speak to Betty and was advised that she no longer worked for the company. I explained to the operator that I had made a damage claim and was advised that Betty was assigned to my case. The operator said she was mistaken and transferred me to Betty's extension and had to leave her a message.

I have left numerous messages for Glenda, Betty and Pamela asking to be called back with a status update and these requests seem to fall on deaf ears.

On Thursday, December 21 Betty called me back and asked me how I got her name. I explained to her how I was given her name and Betty advised me that she wasn’t looking after my claim and that Glenda Serrano was the agent who is handling my claim. Betty said that Glenda was in a meeting and that she would pass on my message and ask Glenda to call me. Unfortunately Glenda didn’t return my call so I still don’t know what my claim status is.