Exactly my thoughts. I've been very detailed in my e-mail, my chosen form of communication to ensure that nothing was left out. I've pasted below the e-mail to explain the situation.
Good Morning,
I'm writing this email after several unsuccessful calls to Royal Caribbean after our cruise from 8th December - 20th December. We had an excellent time and was quickly convinced that cruising holidays were definitely for us.
My only concern has been regarding a complaint I raised and there being no resolution to this. On 16th December we visited St Kitts where we took part in a Royal Caribbean excursion, the sky safari zipline. On the first zipline I injured my back and made the staff aware. They immediately pulled the entire group off of the course, made them return to the tour office where they were made to fill out insurance waivers and be weighed before continuing with excursion. I noted that the maximum weight permitted for the zipline was 275lbs and when we booked the excursion I was 269lbs. However when we returned from holiday I weighed 286lbs, obviously over indulging whilst we were on holiday.
The tour staff were adamant that I sign their indemnity waiver to which I refused, if the proper checks were carried out prior to the activity I'm pretty sure that I would have been stopped from taking part and I wouldn't have sustained an injury.
Upon returning to the boat I reported the incident to guest services who asked if I would like to visit the medical centre. I told them that I would rest for the evening and see how I felt. The next day I saw the doctor who believed that I had strained my back and prescribed pain relief. I was unable to do much for the rest of the trip as I was in so much pain, I have also been unable to return to work due to still having issues with my back.
Personally, I feel the whole ordeal could have been avoided if the tour operator carried out the necessary checks prior to the activity starting. I rang Royal Caribbean on our return to the UK and they have apparently carried out an investigation. They tried to call me on 30th December and left a voicemail saying they would call the next day. I never received a call back so I called yesterday and was told that I would be refunded for the cost of the excursion for myself but I don't feel that this reimburses me for losing out on the last four days of our holiday due to my injury and also I have had no notification regarding whether the tour operator has been made aware of their poor practice and what they will be doing in the future in order to avoid mistakes like this. As I'm sure you're aware, excursions are readily available at all ports but we chose to go with Royal Caribbean as we believed that the standards practiced would be exemplary.
I would further like to reiterate that the cruise itself was outstanding and the staff on the Anthem of the Seas were outstanding, I would love to be able to recommend the company and cruise to friends and family but as things stand I don't think that the post cruise experience has been sufficient.
I look forward to your response.
