To expect some compensation

[bumblebee50]

Myself and my husband have just returned from a cruise. The toilet was constantly blocking and the whole corridor smelled disgusting - people were holding their noses when they went down it. We complained to the room stewards on at least five occasions with no joy. We then complained at reception on at least three separate occasions. I asked for my complaints to be logged as I was going to contact the travel company when I returned home. It was so bad that we had to use a public toilet on a floor above our cabin a few times a day. The travel company have now come back (after investigating my complaint) to say that toilets on a ship get blocked and that there is no record of my complaint. They said I should have made the travel rep aware of the issue. There was no travel rep and I complained at the reception desk and the cabin stewards. What else was I supposed to do. They are not offering any type of compensation and I think we should at least be due something. How should I proceed?

Do you have your own bathroom in your cabin?

We did have our own bathroom but it kept getting blocked so we were afraid to use it. You would flush and it just wouldn't work and the water was becoming really high. It was always worse in the mornings.

Weirdly I know 2 people this has also happened too. They kept complaining and got £200 to spend on board their next cruise. Bit shit (excuse the pun)

I would take £200 but not to spend onboard my next cruise.

ABTA have a useful website and helpline.

I read a very similar story on a FB cruise group last week - with a similar reply from the cruise line. I wonder if you were on the same cruise?

My advice would be to respond drawing their attention to how their reply does (or doesn't) respond to the issues raised in your complaint. I have found that, when I have done this in the past, it has resulted in further reply that is less 'stock answer' and more personalised to my issues. It has also helped when I've said things along the lines of "paying for a holiday including private bathroom facilities and having to go up a deck to use a public bathroom is far from ideal and not what is expect from a company with your reputation. I feel let down by the situation and lack of resolution onboard and also since returning home. I would like to know how you intend to resolve this situation and look forward to your response." Might just focus them to realise you aren't going away.

Good luck with sorting this out.

Ask for a copy of their complaints procedure and escalate the complaint in line with that. It's not on.