The cruise itself, was good, but unfortunately it was spoilt by the attitude and behaviour towards us, by the Loyalty cruise sales representative and the lack of response from Reception staff, to our complaint about the loyalty sales rep.
I went to Loyalty sales on the first full sea day, to enquire about booking a Caribbean cruise, G710, in January 27.
I took the details back to discuss with my wife and we decided to go ahead and book a mini suite.
There was 3 other couples who would’ve booked the same cruise, on our return, as it was part of a 60th birthday celebration .
On the following day, my wife and I, went back to Loyalty sales and waited outside the office, with 2 other couples, for our turn.
After roughly 20 mins, we saw another couple come down the stairs and the last of the 2 couples we were stood with, came out of the office.
We assumed it was our turn next, as there was no one else who appeared to be waiting.
As we went in the sales representative, very sharply said, it wasn’t our turn, we’d been waiting in the wrong place and the other couple, who’d just arrived, were before us.
The other lady told the representative TWICE that we were there before them, but the representative ignored her, insisting she was right.
My first point is, if we were not in the correct place why weren’t we told earlier and why were the other 2 couples we were waiting with also not told they were in the wrong place? Secondly, the couple who had just arrived, were also not in the area the representative decreed was where we should be.
Thirdly, if P&O want people to wait in a certain area, then put up a sign, it’s not difficult!
We felt belittled and embarrassed, so walked away, but my wife was angry and went to Reception to complain about the incident.
She was told someone would be in touch shortly.
This never happened.
We also filled in 2 onboard satisfaction surveys, highlighting the same issue, again nothing happened.
Since returning home, we’ve filled out 2 more satisfaction surveys and still heard nothing! P&O ask about whether you felt valued on the ship..well no, we didn’t! The Loyalty sales representative was rude and nobody has made an effort to even apologise, which is disgusting.
I can only come to the conclusion that P&O don’t value you, as a customer, Loyalty to the company means nothing, they just want your money.
Because of this appalling treatment, we won’t be booking the Caribbean, neither will our friends.
Unfortunately, my wife and I still have a number of cruises still booked with P&O, as we’ve always been loyal customers, but we’re not looking forward to them at all now.
I can assure them though, that once these cruises are done, P&O will get mo more custom from us at all.
I have no complaints with Bolsover, they’re always very helpful and should we move to a different company for our holidays, we would still book through you.
