MSC Cruises UK  Anmeldelser 15.714

No negatives. Staff,brilliant food great experience

This complaint concerns serious and sustained failures experienced by my wife and I during our recent cruise aboard MSC Fantasia. These were not isolated incidents but systemic failures in cleanliness, safety, and customer care.

This voyage was booked to celebrate my wife’s 60th birthday—a significant personal milestone. Instead, it became a distressing experience marked by ongoing problems and repeated failures by onboard management to resolve them effectively.

For clarity, I have structured this complaint into three key areas:

Cabin condition
Cleanliness of the ship
Health and safety concerns

1. Cabin Condition

Upon embarkation on 22 March 2026, after significant travel, we encountered immediate issues including damaged luggage and confiscation of a personal item.

More concerning, however, was the condition of our allocated cabin (11255). It was in an unacceptable state: heavily soiled carpets and upholstery, dust throughout, a bathroom affected by mould, persistent odour, and dangerously corroded metal protruding from the bathroom door.

Despite repeated escalation, it took 7 days for basic safety repairs to be completed and 10 days before we were relocated to a clean and acceptable cabin. During this time, remedial actions were inconsistent and incomplete.

This meant that nearly half of our 21-day cruise was spent in accommodation that was clearly unfit for use.

2. Cleanliness of the Ship

The overall condition of the vessel was poor and visibly below expected standards. This was particularly evident in the self-service dining areas, where:

Seating was heavily soiled and unhygienic
Floors and service areas showed ingrained dirt
Surfaces were sticky and poorly maintained

Despite assurances from senior staff that improvements were being made, no meaningful or sustained improvement was observed.

I have video evidence demonstrating that even towards the end of the voyage, basic cleaning standards had not been met.

3. Health and Safety Concerns

We encountered serious and ongoing safety risks, most notably in the ‘Red Velvet’ restaurant where multiple chairs were structurally unsound.

Despite these concerns being raised repeatedly:

Broken chairs remained in use for several days
A guest experienced a chair collapse, narrowly avoiding injury
Staff acknowledged the issue but cited lack of resources to address it

This represents a clear and unacceptable risk to passenger safety.

4. Illness Outbreak and Hygiene Management

During the voyage, passengers were formally notified of cases of Norovirus, gastroenteritis, and influenza onboard.

While enhanced hygiene protocols were eventually introduced, these appeared reactive rather than preventative. Given the visibly poor cleanliness standards prior to the outbreak, it is reasonable to question whether earlier intervention could have mitigated its impact.

Furthermore, inconsistent application of hygiene controls was evident. For example, during passport distribution involving thousands of passengers, no sanitisation measures were initially in place—directly contradicting established protocols elsewhere on the ship.

5. Onboard Escalation and Outcome

We raised our concerns extensively with onboard management, including senior leadership and the Captain. While individuals were courteous and, at times, acknowledged the issues, meaningful resolution was slow and ultimately insufficient.

We were eventually moved to a suitable cabin after 10 days. However, this does not negate the significant disruption and distress already experienced.

On the final day, we were offered a 20% discount on a future cruise, which is wholly inadequate given the circumstances.

6. Position and Required Resolution

To be clear, the proposed resolution is unacceptable in light of:

10 days spent in an unsafe and unhygienic cabin
Ongoing exposure to poor cleanliness standards
Documented health and safety risks
The significant impact on an important personal occasion

This experience represents a fundamental failure in service delivery.

I therefore request that this matter is reviewed at the highest level, and that a resolution is offered which properly reflects the severity and duration of these issues. At a minimum, this should include a substantially increased level of compensation, with serious consideration given to a full refund or equivalent cruise credit.

7. Supporting Evidence

I hold extensive photographic and video evidence substantiating all aspects of this complaint. Due to file size limitations, I am unable to send these via standard email.

MSC Cruises UK is really very good cruises company. They give me very nice experience and i really thank you MSC Cruises.
SAURAV KUMAR THAKUR

Food tepid warm and staff shortages compared to previous trip !

Way too expensive for internet connection.
Individual drinks expensive compared to other cruise lines

This is the third MSC ship we have been on in the last 12 months and have to say each time the service has deteriorated, mainly due to a shortage of staff, but this time due to staff serving people who tip them. I’m not tight and will tip for good service, but it was dreadful. The cabin wasn’t cleaned properly and we never saw our cabin steward. There was zero towel art. The ships in general are very good, but the staff are letting them down. I never thought I would say this whilst cruising but it had definitely gone down hill.

MSC World America is a stunning ship with plenty to do.
Service was amazing. Definitely recommend!

Peppe and his team, OUTSTANDING!

I will never go on a cruise with so many guests.tobig .
Was looking for a relaxing time enjoying treatments at the spar

Hope these reviews get noticed
Be nice to have feedback from M S C

Overall fairly good experience

Love the service

So much was wrong. 3 hour queue for embarking and nearly 2hrs queues on board for boarder control on board, awful food, entertainment, activities and had to cancel excursion because of tummy bug caught on board and no refund allowed. Anna from reception asked me to see excursion team they wanted Dr's certificate so no refund . Never been on such a poorly organised cruise. It was awful. Don't waste your money.

It’s a holiday camp. Rubbish food, aggressive staff, and a small theatre. If you want a cheap holliday camp on the sea experience, and to feel as if you are in the way rather than a customer MSC Armonia is absolutely perfect for you. If you value customer service, nice food and a seat in a restaurant rather than a buffet every day, avoid this ship, it’s truly the poorest cruise ship we have any been on. 8 days completely wasted.

No English speaking

Ship dated but staff was brilliant

For an old ship we hadn’t got high expectations. But the ship was clean and tidy (maybe some public toilets could do with some maintenance and more regular cleans) busy departure date they ran out of toilet paper in all cubicles)
The staff were friendly and helpful, the food quality and choice good, exceptional entertainment and fabulous cabin. Our room attendant Johan was so polite and attentive.
Our waitress Leli and her wine waiter (sorry can’t remember his name?) were attentive, friendly and courteous.
Theatre could do with an upgrade on seating in auditorium as it didn’t know if it was theatre or cabaret, making some seats directly behind others with terrible views of the stage, and no staff monitored audiences coming in half way through the shows that stood in front of audience at the back of the theatre which caused a lot of arguments.
The shows however were fantastic, entertaining, with a great variety from exceptional artists, and also the lounge singers were superb.

cabins - old and dirty and very small balcony was to dirty to sit had to ask for toilet roll
food- not clean - vegi food next to meat - not hyginic or safe. no choice
Hotel room had no window

It was ok, however the ship (Lirica) needs a good update as it is a bit dated, buffet is awful at times, and not enough entertainment for kids of certain ages.

MSC World America, good party vibes!