We recently returned from a June 4 sailing on Freedom of the Seas, and while we are usually loyal Royal Caribbean customers, this experience came very close to being our last.
When we entered our cabin, there was a strong sewage-like odor, almost as if the toilet had been backing up for an extended period. The room itself also appeared to be in significant disrepair.
The bathroom door was nearly falling off its hinges, with a rusted door arm detached. The carpet had multiple stains, including sticky residue. There was visible mold under the bunk beds and mildew in the shower. The air conditioning vents were heavily coated with dirt. The bunk beds were missing safety rails, and a desk shelf had been improvised as a substitute for the lower bunk. Additional issues included stained lampshades, dirty windows, and trash left in waste bins.
We reported everything with photos to guest services and were directed to speak with a floor supervisor, who initially downplayed the issues and promised repairs while we were at dinner. However, when we returned, most problems were still unresolved, and the room instead smelled strongly of bleach mixed with sewage.
After further escalation, including involvement from guest services management and the head of housekeeping, we were eventually moved to a different cabin later that evening. The new room was in excellent condition, suggesting the issues were not due to the ship’s general condition but rather housekeeping quality in the original cabin.
5