Bernard Horowitz

Age: 30
Occupation: Network Engineer
Number of Cruises: 1
Cruise Line: Royal Caribbean
Ship: Adventure of the Seas
Sailing Date: August 17th, 2003
Itinerary: St. Thomas, St. Maarten, St. Lucia, Barbados, Antigua

Dear all, I am not a complainer, but I have a complaint all should know about. I have been fighting with Royal Caribbean for over a month now regarding a watch, brand new in the package that was removed by my stateroom attendant (either by accident or on purpose). The watch was a Citizen Dive watch purchased at Colombian Emeralds International at Antigua.

Upon finding that the watch was not in my room I immediately went to the guest services to file a complaint. I provided a receipt and asked for an investigation to be started regarding the disappearance of the dive watch. I was told the day before departing the ship that the item was thrown away and that the watch would be replaced immediately upon their return to St. Thomas (3 days later). I spoke to the purser and the head manager who was in charge of guest shopping. She assured me that within a week I would get a replacement watch.

A month has passed. I have spoken to Royal Caribbean five times, each time they claim to be waiting for a response from the ship. They claim they can't even call the ship and that as soon as the ship answers the claim they will make a decision regarding whether or not to replace the watch. All this and the stateroom attendant admitting that the package was thrown away by accident.

I strongly suggest that you think twice about cruising with Royal Caribbean. Their customer service after the sale is absolutely horrible. I have contacted the BBB and low and behold there are hundreds of open cases regarding property theft and customer service complaints with Royal Caribbean.

My latest phone call today September 19th is over a month after I sailed on the Adventure of the Seas. They keep telling me I will have to wait, because they have not received one bit of response from the ship. Totally unacceptable.

With Regret,

Bernard

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