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[Resolved] Carnival Cruise Lines / bed bugs!

United States Review updated:

I ended up getting over 20 bed bug bites while on the cruise AND took some of the nasty guys home with our luggage.. see attached photos.

I called the carnival customer service line yesterday, waited for 15 minutes to talk to someone, only to be transferred to another department where I waited another 41 minutes to talk to someone who only took notes of my complaint and told me to look for an email in 3-5 weeks. I told him he NEEDS to get someone to the room ASAP to remove the bed as there was another group of people boarding 1.5 hours after we got off of the boat, but he said he would send the complaint to the department but he couldn’t guarantee any immediate action as “the department that deals with these issues is very backlogged.” I asked to speak with a manager about this horrible customer service process and he said they couldn’t take my call either because they were also very backlogged with complaints.

After spending hours unpacking everything in the driveway and transporting our clothes in trash bags to our laundry room, washing all of our clothes in hot water, rinsing everything we could in hot water, and leaving everything else in the garage or bathtub, we are now calling our pest control company to come bomb our house and ordering bed bug pesticides on Amazon because despite our efforts, we found bed bugs in the items we could not rinse in hot water that we quarantined in our bath tub. We are taking everything that isn't machine washable to be steam cleaned tomorrow. Needless to say, this has become a miserable, tedious, expensive inconvenience and we are wondering what carnival can do to rectify the situation.

What are your suggestions?

Thanks,

Chantelle

Carnival Cruise Lines
Carnival Cruise Lines
Carnival Cruise Lines
Carnival Cruise Lines
Carnival Cruise Lines
Carnival Cruise Lines
Carnival Cruise Lines
Carnival Cruise Lines
Carnival Cruise Lines
Carnival Cruise Lines
Carnival Cruise Lines

  • Resolution statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Carnival Cruise Lines Customer Care's Response, Oct 23, 2017

    Good afternoon:

    Thank you for sharing your thoughts, regarding your recent cruise vacation.

    We’re extremely sorry to hear that you ran into such trouble during your holiday. It is our hope that you are feeling better now.

    As discussed during your telephone conversation, your concern has been forwarded to the appropriate area for review. Due to the research required to properly address your concern, we kindly ask that you please allow up to seven more days for a reply.

    If there is anything else we can do for you in the meantime, we invite you to reach out to our Guest Care Department. The Guest Care Department can be reached by dialing toll-free: 1-800-929-6400, or locally at: 1-305-599-2600, extension 76400; and the hours of operation are Monday through Friday from 8:30 AM to 6:30 PM and Saturday from 9:00 AM to 5:00 PM EST.

    We thank you for your continued patience.

    Sincerely,

    Carnival Cruise Line

Ch
Oct 17, 2017
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Comments

  • Ma
      Oct 18, 2017

    The fact that you encountered bed bugs is troubling in and of itself, but there are multiple disgusting aspects of your complaint!
    You were fed on and then unknowingly brought the critters off the cruise ship and into your home.
    Now you are having to incur not only the enormous task of ensuring you can permanently eliminate them from your home, you have an immediate cost and additional costs to ensure they will be completely annihilated in all their stages of life.
    The lackadaisical response by Carnival Cruise Lines is outrageous!!
    I would inform the news media. Maybe alerting the public will force Carnival Cruise Lines to address their complaints in a more productive and timely manner!

    0 Votes
  • Au
      Oct 19, 2017

    DISGUSTING!!! Not only should they reimburse you for your cruise and the expenses incurred to 'try' to eliminate the bugs, they should also reimburse you for the costs of all of your off ship excursions!!! Obviously you would not want to accept any offer of another cruise with them as compensation and bring home more bedbugs!! Their lack of concern and attention to your complaints is totally unacceptable!

    0 Votes

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