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MSC Opera Cruise Review
4.0 / 5.0
Cruise Critic Editor Rating
336 Reviews

Lovely cruise awful customer service

MSC Opera Cruise Review by Nalywajko

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Trip Details
  • Sail Date: Oct 2018
  • Destination: the Mediterranean
  • Cabin Type: Balcony Stateroom

The actual cruise with MSC was lovely but not sure I would be confident in booking with them again due to appalling customer service and organisation. Firstly MSC cancelled our cruise saying they would reimburse us for expenses in reorganising our holiday around the new cruise dates. In the end they refused to reinburse for all our out of pocket expenses. They only paid us for two nights non refundable hotel bookings but of course as we were booking hotels later in the year the price had gone up and we ended up having to pay this expense ourselves so we could still have our holiday.

Embarkation was awful. We were kept waiting in the hot sun for over an hour after the time we were told that embarkation would start. Disembarkation was equally disorganised and no one actually seemed to know anything about what was happening. We also booked a quite expensive excursion which did not materialise as to the description. Only half of the excursion took place and was cut short early. Again MSC refused to reimburse us for the portion of the excursion that did not materialise.

The actual cruise was lovely. Contary to some reviews, the boat was in good condition and appeared well maintained. Our cabin was very clean and had plenty of storage. The bed was very comfortable.The cabin steward did a very good job of tidying our cabin. The food was excellent and very good service by staff. There was plenty of choices at lunch and dinner. We particularly enjoyed afternoon tea and the ice cream bar. The gym was ok but some of the machines would benefit from updating. We also enjoyed the dance lessons on deck.

It was a shame that the experience was marred by awful customer service.


Nalywajko's Full Rating Summary
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Cabin Review

Balcony Stateroom

Lovely cabin. Very clean and comfortable bed.


Port & Shore Excursion Reviews

Cozumel

Embarkation was very disorganised and kept waiting for over an hour in the hot sun

Havana

Disembarkation was very disorganised and we didnt get off ship to much later after it had docked.

Snorkeling

We were supposed to go snorkling and then to Tiki beach. The excursion was cur short after the snorkling. I complained to MSC but they refused to reimburse me for the part of the excursion I didi not receive. Ended up being a was very expensive 104 euros for my husband and self snorkling tour.

View All 340 Snorkeling Reviews

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Nalywajko
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