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Paul M.

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1 Review by Paul


The following is a letter I wrote to American Cruise Lines.

July 17,2021
American Cruise Lines
741 Boston Rd., Suite 200
Gilford, CT 06437-2743
Mr. Charles Robertson, CEO
My wife and I have been on many cruises, none in the United States. We went on our first United States cruise with American Cruise Lines, Grand New England cruise 11 day, 10 nights cruise. We wanted to let you know of our experiences on that cruise that took place from June 24 to July 4. We already submitted our comments in the Guest Experience Questionnaire. But, knew they would be filtered before you saw them, if ever.
After boarding, we went to our cabin, number 415 and found the carpet wet and a layer of liquid on the floor of the bathroom. We assumed that this was caused by the cleaning people.
After two days, the carpet was still wet, but more like a sponge and the bathroom was wet. At this time we noticed the stench, it was not water but sewage. We called the Hotel Manager. He said, he would look into a solution. The following day we were moved from cabin 415 to 220.
The following describes our dining experience:
Food was in short supply: Dinner appetizers, Breakfast orange juice, Breakfast out of adult cereal, Dinner out of Chardonnay wine, Breakfast out of fruit, yogurt and bagels, Dinner desert pie portions were large but, after a while they became smaller and smaller, ours were very small, Breakfast only one slice of toast per serving.
Food offerings for lunch and dinner was not what you would find on a European cruise that cost the same as our cruise with American Cruise Lines
The following describes our experiences on the ship:
The ship was completely under staffed. The Hotel Manager was not on the ship when it sailed but, arrived the next day. Being over worked, some of the staff left the ship. As you would expect, somethings didn't function on the ship, such as, the WiFi didn't work most of the time, the telephone was out for two days. We needed a refrigerator for medical supplies. A small one was found but, did not work.
We met two staff people that went beyond their responsibilities to their jobs. The first was the Hotel Manager who we got to know well because of the sewage in our cabin and his efforts to find a place for us. The second was a cabin attendant named Brandy who made up our cabin even though it was not her responsibility.
Since our first cabin 415 was a category AAM and cabin 220 is category AAL there is a difference of over $1000 per person for the cruise. ACL should refund $2,000 plus $500 for the inconvenience of being in a cabin with sewage.


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