Carnival Corporation has announced that it has ordered two new ships for its Princess Cruises brand to be built by Fincantieri shipyards. Both ships will be 141,000-tons each and carry 3,600 passengers – deliveries are slated for spring 2013 and spring 2014.

Carnival stated the per berth costs will be approximately €155,000 ($204,000). The company says the ships’ design will keep with the themes of the line’s newest vessels, but will features new innovations such as the addition of balconies to all outside cabins, bringing the percentage of balconies on the ships to 80 percent of all staterooms. The company’s signature Piazza— a ship’s central atrium featuring dining, entertainment and retail— will be expanded, as will the Sanctuary, spa, and restaurants. Specific amenities and design elements for the new ships will be revealed over the coming months.

Stay tuned for more information…

The Disney Magic remains docked at its private island, Castaway Cay, due to 50 mph winds and high waves. The Magic was scheduled back in Port Canaveral Saturday morning, but it is not expected to dock until late Saturday night. Port Canaveral officials said it will take the ship 13 hours to reach the port because it will cruise into the heavy northwesterly wind.

The delay has impacted thousands of Disney Cruise Line passengers from the passengers who were scheduled to embark Saturday afternoon to the Disney Wonder passengers who may have to dock at another location or wait while the Disney Magic disembarks and embarks passengers.

The DeBorde family of Galveston, Texas had high hopes for their first-ever cruise vacation – a four-day sailing on the Carnival Ecstasy from their hometown to Mexico. According to the DeBordes the cruise didn’t live up to what was promised in Carnival’s brochure or website and they wanted the line to own up to its “Vacation Guarantee” so they could get off the ship and get their money back. There was just one big problem – they didn’t tell Carnival they wanted to leave.

Finding the perfect getaway

The DeBordes have been through a lot as their 10-year-old son has endured a chronic health condition that has required over thirty-five surgeries in his short life. Kristi DeBorde told me that she promised her son when he was healthy enough to travel the family would go away on a special vacation. When the doctors finally gave the go ahead for the family to travel she scoured the Internet for two months searching for the perfect getaway within their budget.

The family decided on a cruise aboard the Carnival Ecstasy from Galveston since it offered everything they wanted in a vacation including a children’s area with many activities to suit their son. The DeBordes had never been on a cruise and Kristi wasn’t completely sure if it was the best option for her son. Before booking she called Carnival for reassurance to confirm that all the activities listed in the brochure and online would be onboard during the cruise, she was told yes. She was sold and booked the cruise.

This is not like the brochure!

When the family boarded the Ecstasy they were not happy because the virtual tour on Carnival’s website did not match the actual ship. “The queen bed that was promised by phone from the Carnival representative was actually two twin beds pushed together, our window was cloudy, dirty, and could hardly see out of it,” said Kristi DeBorde.

She complained that the food was “horrendous” and was upset that the laser tag that was on the Camp Carnival children’s program was cancelled and that there was only coloring and finger-painting. Additionally, there was no basketball court on the Ecstasy as depicted on the website and the miniature golf course was impossible to use because it was too windy. The aforementioned activities were important to DeBorde’s son because he is not allowed to swim since he has a stomach catheter. On the second day of the cruise she says her son wanted to go to the 12-14 year old room to play X-Box, however, he wasn’t allowed because he was only 10.

By this time Kristi DeBorde had had enough and went to Guest Services after noticing Carnival’s Vacation Guarantee. The guarantee states if a guest isn’t completely satisfied with their cruise experience Carnival will refund the unused portion of the cruise fare and pay for the flight back to the embarkation port. There was one stipulation – a guest must notify onboard managers before arrival of the first non-U.S. port of call. Since the following day the ship was docking in Cozumel the family met the criteria.

Kristi DeBorde says she was in tears when speaking with personnel at Guest Services and stated that she wanted to go home. The crew member told her that the hotel director would call her in the morning. The following day when the ship docked in Mexico there was no call. Upset, DeBorde returned to Guest Services only to be told that Camp Carnival was going to have a party for her son. She advised them that this was not good enough and demanded to speak with a manager. Later in the evening, while the ship was headed back to Galveston, the hotel director called the family and invited them to come to his office.

Since Kristi DeBorde believed Carnival’s website was full of “false advertising” the hotel director went over the website with her. In regards to her complaint that the pictures did not match the ship he told her that the online pictures were just general photos and that information about the Ecstasy wasn’t up to date in regards to basketball court. He tried to reassure DeBorde that the dining and other activities onboard for her son would be better. Still, she was not satisfied, and the hotel director typed a letter with a reference number and advised DeBorde to call Carnival headquarters in Miami when the family returned home.

When the DeBordes returned home they immediately called Carnival to vent their complaints. A guest relations supervisor stated it wasn’t the line’s fault because her son couldn’t find something to do and that food complaints were subjective. When she asked why she wasn’t allowed to use Carnival’s Vacation Guarantee the supervisor told her since she didn’t specifically state “I want to disembark the ship” she did not qualify. “I am not sure how they could misunderstand what it was I wanted as I was crying and telling them we wanted to go home,” said DeBorde.

After getting nowhere with Carnival, the DeBordes contacted Consumer Traveler for help.

Carnival’s Vacation Guarantee

In an industry that sells fun, sun, fine dining, and adventure, glossy brochures and spiffy websites can raise some very high expectations. Clearly, the DeBordes cruise to Mexico didn’t live up to what they expected from Carnival’s website. Were their expectations reasonable? Could Carnival have done more?

I contacted Carnival to get their side of the story and spoke with Carnival spokesperson, Vance Gulliksen. While researching the family’s complaint Gulliksen told me the DeBordes complaints and meetings with ship personnel were logged through a tracking system that is tied to guest relations. The report confirmed Kristi DeBordes account regarding food and activities, but she never requested to leave the ship in Cozumel. “On Carnival ships, if you invoke the Vacation Guarantee, you are absolutely allowed to do so and disembark the ship and get a partial refund as long as you follow the parameters,” said Gulliksen.

Cruising isn’t for everyone

Kristi DeBorde is very disappointed in Carnival’s stance. “I would have gone to Disney World had I known the only thing for my son to do was watch a couple of 200-pound women dirty dancing on each other or watch other sweaty people get belligerently drunk for 4 days. There are many different ways I could have spent our $1,600,” she said.

While I sympathize with the DeBordes all of this could have been prevented if they had consulted with a knowledgeable travel agent, especially since it was their first cruise. An agent would have briefed them on what cruising is really like from accommodations (all cruise ship staterooms have convertible beds) to amenities, facilities, and clientele to make sure it met their requirements. Most importantly for the DeBordes, a travel agent would have gone to bat for them when they weren’t happy with their cruise and would have told them to invoke Carnival’s Vacation Guarantee.

Norwegian Cruise Line today announced a new partnership with Nickelodeon in which select Norwegian ships will feature Nickelodeon-themed family entertainment and programming all year long. Beginning in April on Norwegian Jewel and this summer on Norwegian Epic, Nickelodeon and Norwegian experiences for the entire family will include: character meet and greets; interactive game shows; and more. The three-year partnership also includes select specialty Nickelodeon-themed cruises each year, featuring Nickelodeon TV stars, show premieres and continuous themed-entertainment on the ship.

Nickelodeon at Sea will launch on Norwegian Jewel when the ship begins sailing from New York in late April, and on Norwegian’s latest addition to its fleet—Norwegian Epic–when she launches in July. Each cruise will feature live Nickelodeon-themed interactive shows, including: SlimeTime LIVE! with Nick’s signature slime; Nick Live! Poolside entertainment; character breakfasts and meet and greets; Nick-themed dance parties; and more. Nickelodeon-themed elements will also be incorporated into Norwegian’s Kids’ Crew program.

In addition to the year-round programming on Norwegian Jewel and Norwegian Epic, special Nickelodeon-themed cruises will be offered annually where families can immerse themselves in everything Nickelodeon all day, every day. These unique cruises will include: special appearances by the Network’s live talent; show premieres; more live game shows; even more opportunities to visit with kids’ favorite Nick characters; and much more. The first of the Nickelodeon-themed specialty cruises is scheduled on Norwegian Jewel later this year. More details and an on sale date will be released soon.