Complain about a product or service

Royal Caribbean - Illness, Injury

Royal Caribbean • Cancellations, changes • Crime • Illness, injury • Lost luggage --- News • Cruise Lines Agree To Refund $21 Million In Fuel Surcharges • New Jersey Sues Royal Caribbean

Rick of South Pasadena CA (9/12/04): We were only eighteen hours into our 35th wedding anniversary cruise (first time), when my wife slipped on board the ship and began what would become a nightmare we will never forget.

Having had a wonderful breakfast at the Windjammer Café we made our way out to the elevators located between the indoor and outdoor pools in the route to our suite. Mary Anne needed to go to the bathroom, so rather than hang out by the elevators, I went outside to where a young family was playing Ping Pong. Mary Anne came outside and joined me watching the ping pong players.

Shortly after coming outside a loose ball went by us and Mary Anne pursued the ball for the kids. Stepping from the simulated wood surface to the wet tile surface she immediately lost her footing and came down on her left rear hip. My first reaction given the severity of the fall was that her hip was broken. By coincidence the father of the kids playing ping pong was an Orthopedic Surgeon from Carmel, California. He had Mary Anne do some foot movements and determined that she didn’t have a broken hip. We were somewhat relieved to hear this but still very concerned.

During this time a ship worker had called the ship’s nurse who immediately responded. She inquired what had happened and made a radio call for a stretcher and assistance. During this time Mary Anne was experiencing severe pain. The orthopedic surgeon asked the nurse if they had x-ray capabilities and she confirmed the ship had everything. The doctor offered his service to view the x-rays. After entering the ship’s hospital and staff performed an assessment of her vitals and series of questions as to what happened Mary Anne was x-rayed. Prior to starting the x-rays I was asked to leave the room and wait in the reception area.

Shortly after I entered the reception area a uniformed man with extensive tattoos on his arms identified himself as the safety officer. He asked that I explain to him what had happened. At the point where I stated “she slipped on the wet tiles,” he immediately jumped out of his chair and pointing his finger at my chest in a very intimidating tone insisted that the tile was dry and he had two sworn statements from eye witnesses that saw the accident and confirmed the tile was dry.

I told this nut case of a safety officer that he asked for a statement and he got it so get out of my face. Later on I was extremely disturbed to find out that my wife had the same experience with the safety officer.

The doctor asked me to come back into the room to look at the x-rays. The ship doctor reported that they couldn’t find anything wrong with her, but had no explanation for the pain she was experiencing. She suggested we just let her rest for a while and possibly the pain will go away and we will try to get her to walk. I told her of the Orthopedic Surgeon that offered to come down and look at their x-rays and she responded that it was against their policy. I requested copies of the x-ray so that I might take them to him on my own and she responded that I would have to submit a request in writing to their office in Florida.

I was very upset with the unwillingness of the ship's doctor to allow an American doctor provide a second opinion. Unable to do anymore for my wife I took this opportunity to go up to our suite and get our camera to take pictures of the accident scene. Looking at the photos you can see we still have a wet tile and wood floor condition.

Wet tiles and wood flooring is probably a constant situation given that the ping pong tables are situated between the indoor and outdoor pools and it is the main outdoor path used by commuting swimmers. Also you have overnight morning dew, which is typical during the June Gloom season. I do remember walking the upper deck before breakfast and it was wet, either from overnight dew or from crews hosing down the deck area to remove salt from metal surfaces. Either situation would lead to water or moisture on the tile surface below and adjacent to the ping pong tables.

The doctors kept Mary Anne in their hospital for close to seven hours and it was determined that even with Demerol pain pills there was still considerable pain and she was not able to put weight on her leg. The doctors thought that maybe she had torn a muscle or ligament, but that would take an MRI to determine. The doctor said when we got to Cabo San Lucas they would take her to a hospital for the MRI.

I told her that I was not in favor of any kind of hospital work in Cabo, given a bad experience a friend had while visiting this area. She smiled and said that she knew a very good Orthopedic Surgeon in a fine hospital in Puerto Vallarta. I felt somewhat at ease with a larger, more developed city and agreed to keep Mary Anne immobilized in our stateroom til we arrived there in another three days. I took her to our room and made her comfortable and started discussing how we will make lemonade out of the lemons we were given for our anniversary.

Three hours later we received a call from the nurse saying that the doctors had discussed our situation and that when we arrived in Cabo we would have to have the MRI done there. I once again stated that we do not want to seek medical attention in Cabo San Lucas. The nurse insisted that it would be OK and she would be with us and they had to make sure she didn’t have any internal damage. We reluctantly agreed to this.

The next morning another nurse calls and says that we need to get ready - that the Port Authority was coming to take us to the hospital. I said that wasn’t the deal and what happened to the nurse that was escorting us. She replied it was her day off. Nevertheless, we were told we had to go to the hospital. The Port Authority was waiting for us and one of them that spoke good English assured me everything would be fine, the nurse on duty gave him a sealed envelope and they escorted off the boat with me attending to my wife in the ($500 if I lose it) wheelchair.

When we boarded the water taxi to the pier with many other guests, I noticed the good doctor and our thought-to-be-escort-nurse dressed for a good time. Once at the pier we were taken to a waiting ambulance, which hauled us to a small hospital about two miles inland from downtown Cabo San Lucas. I should stop and say that all this activity from our stateroom to the hospital was very painful for my wife.

At the hospital we were taken into an x-ray room, where I told the doctor there was a mistake that we were here for an MRI, not an x-ray. His English interpreter responded that there were no MRI machines in all Baja California, that only mainland Mexico had such equipment. I responded that we would then return to the ship. The interpreter informed me that we couldn’t until they had evaluated my wife and that they are only responding to the request of the cruise ship doctor. I asked that they explain, for which they let me read the contents of the sealed envelope passed to the Port Authority prior to us leaving the ship.

The letter was a “To Whom This May Concern” letter; the ship doctor didn’t have a clue where the Mexican authorities were taking us, and it basically asked them to evaluate her condition and determine if it was safe for her to continue on the cruise. They performed their x-rays, had some concerns, did a CAT scan and from there determined that she had two fractures to her left pelvic. They said there was nothing they could do, except keep her immobilized, similar to a broken collar bone.

I responded that it was precisely what we were doing on the ship. The doctor said that she couldn’t go back to the ship it would be too dangerous and he also reminded me that the ship left the final decision for him to make. I took this up with the ship doctor and he confirmed that we would have to stay in Cabo as recommended by the Mexican doctor. Not to mention that I had only 2 1/2 hours to get our stuff off the ship, because the ship would be leaving.

I can’t begin to explain the emotions I was feeling, first of all leaving my wife at this mini hospital to discuss our loss of freedom, secondly to be told that we had no say and we had to stay in Cabo and thirdly get your stuff together and settle up with the purser cause the boat's leaving.

On one of the phone calls the purser made to our stateroom to hurry me along while I was packing our stuff I was told I also had the option of staying on board and continuing on the cruise because I was not injured? I told her I will be off before they set sail and hung up on her. At the purser’s office I was greeted by the Port Authority again, it seems they had to escort me off the ship again, even though I made it back on my own. They escorted me to an ambulance that hauled me and our stuff back to the hospital. I could have taken a cab. But it wasn’t allowed.

They followed us over and went in and spoke with the hospital staff and left. Prior to unloading our baggage in my wife’s room I was told I had to sign some papers. The doctor said that IF my wife was going to be treated here, they would need a deposit. Oh boy! The doctor required a Twenty Thousand Pesos deposit ($1,803.66 US), which I paid. He said she could fly home in three to four days.

I thought the deposit would cover the stay and it didn’t. After two days of three meals a day for my wife, visits every eight hours by nurses during their changing of shifts, no medical attention other than the room and I’m the bed pan person, I felt it was ridiculous to stay any longer. I approached the doctor and said they really weren’t doing anything for her but providing room and board, so I saw no reason to stay any longer. Much to my surprise he offered no objections, but mentioned we would have to settle up on the bill.

I was stupid enough to think we would get some credit back. Not so, they charged us another Seventeen Thousand Pesos ($1,595.14). That evening (6/17/04) we flew to Los Angeles rather than San Diego, where our car was. My wife was still in a great deal of pain and I didn’t want her to have to deal with a three-hour car ride to Pasadena after doing a two-hour plane ride. We made it home without any hitches and the following night I took a train to San Diego to retrieve my car that was in a parking structure by the San Diego pier, thus arriving home around 4:30am. My wife’s condition did not allow her to be alone, so I made the trip to San Diego while she slept through the night.

Since returning to California Mary Anne has been under the care of an Orthopedic Surgeon in Pasadena, where her condition has improved from a wheel chair to a walker and now to using a cane. However, she still has pain in the pelvic, tires quickly and can’t walk for long periods. The Doctor feels her injury will take a good year to completely heal to the point where she has no pain and limitations in walking.

Because of this accident I have had to take on additional responsibilities during the course of her recovery besides my normal 50-hour week job, where I work as a purchasing agent for a construction company. My added duties have been cooking, cleaning, doing the wash, grocery shopping, writing the bills, maintaining the yard and bathing my wife. Our anniversary vacation continues to linger on.

Even though this was an unfortunate accident the fact remains that Royal Caribbean has an unsafe floor surface in a designated play area. The designers of the boat anticipated there would be water in this area as evidenced by the floor drain they installed. Obviously, they anticipated there would be water in this open to the sky area, which is subjected to water by either wash down, rain or wash down from the deck above. I wonder if the decorator that made the decision to specify a tile, not even a slip resistant type of tile, considered or even knew ping pong tables would be set up adjacent to the tile flooring.

Given the extremely offensive attitude of the safety officer I wonder if this is perhaps not the first time someone has fallen on this surface. My wife and I have experienced pain, suffering, monetary loss, vacation time ruined and a complete change in our life style, which is impacted and will continue to be impacted for some time. In addition we had airline expense of $518.48, Amtrak train ride to San Diego of $29.00 and a cane for $23.76.

We felt it would be a good public relations gesture on their part to refund the total cost of the cruise ($1,935.90), the airline expense ($518.48) and provide another Mexican Riviera cruise at a time of our choosing (I won’t have another vacation for another year). The ship’s medical staff got us off the boat under false pretense, sent us to a hospital destination of unknown location in a foreign country, left us to fend for ourselves & figure out on our own how to get back home, has never called to see if we made it back all right from Mexico and how is your wife doing.

We did get a letter from their President (Jack Williams) thanking us for sailing with them and giving them the opportunity to send us home with an experience to remember (Jack: You don’t know how right you are) and inviting us to join their Crown & Anchor Society. Hello? Does anyone at the main office know what happens on their ships or do they even care?

Since filing this letter to their office we received a speedy response say that we should have taken out the "Cruise Cancellation Insurance" that was offered to us. It was offered, but it came with no explanation of the coverage. Our thinking was that we had no intentions of canceling the cruise, we never concidered the "What if's".

Adrienne of Beverly Hills CA (3/9/04):
My 13-year-old son and I took a four-day cruise on the Monarch of the Sea on Royal Carribbean Line. On the second day, my son became extremely ill with bouts of diarrhea and vomiting. After seeing the ship's doctor, my son was diagnosed with acute appendicitis and we were forced to exit the ship in Ensenada, Mexico.

The ship's doctor took a blood test and said my son's white blood count was very high. (That bill was $514.00) In Mexico, the nightmare became worse. The doctors wanted to remove my son's appendix for $2,000 or send me to the boarder via their ambulance costing $2,500.

In fact, my son had been misdiagnosed with a burst appendix when in fact the hospital tests in San Diego (my husband sent an ambulence for us to get to the boarder) proved he had contracted campylobacter on the ship. That is when there is excrement in the food. This was documented by the Los Angeles County Health Department. There had been one other person at our table who also was very ill at the same time.

Needless to say our vacation became a nightmare, my 13-year old almost died and we are now in excess of $15,000 in medical and hospital expenses.

I have sent two letters to the cruise line with copies of all medical bills, etc. and have had numerous conversations with their insurance adjuster. Unfortunately, he spent the time telling me of his toothache and that he was on pain medication until the week when he could go have his root canal done. There have been promises of follow-up calls and NONE have been returned. Are they waiting for the one-year statue to run out? This is maritime law which I know nothing about. I now need to hire an attorney.

My child endured unnecessary pain and suffering with needless tests in an incompetent Mexican hospital. Can you imagine if I had allowed an operation? My husband had to travel to San Diego to pick us up after my son's hospital stay (4 days). I continue to feel victimized. It has been traumatic to have to watch your child go through all this - for nothing!

My son's eating habits have become strange and he is afraid to eat in certain places, etc. However, is there no protection for all the poor people who in good faith pay to go on a vacation? Accidents do happen, but where is the compensation and the protection needed so that literally hundreds of people do NOT contract food poisoning on cruise ships?

Kathleen of Spring TX (7/10/03):
On April 13, 2003 we boarded the ship Rhapsody of the Seas for a cruise. This ship is part of Royal Caribbean cruise lines. On April 15, 2003 I had imitation crab salad, chicken, and vegetables. Soon after we left the table my stomach started to hurt and cramp and I felt bloated. After going to bed I awoke at 1:00AM and started vomiting, about six different times. Then the toilet stopped flushing.

My husband called to have the toilet fixed and while he was on the phone I passed out in the bathroom. I had a bruise on my hip and leg where I hit the shower rail when I fell. He managed to get me back to bed and continued to call on fixing the toilet. After four or five phone calls, the purser on duty said, in a very sarcastic manner, that it was rest time for the plumber and he was sleeping. After arguing with her for a while she finally called the plumber and he fixed it in five minutes. The time was 5:30AM now.

The next day I felt weak. We finally found some Gatorade at the clinc and that helped me. We talked to the Guest Relations manager and after hearing the story she said we could have a complimentary visit to the ship's doctor. The doctor wanted to take a blood test and I agreed. The results showed my white count was extremely high and my potassium was low. Then she wanted to do a urine test. This showed a trace of blood in the urine. I asked for a copy of these tests but she would not give them to me.

At this time she said the visit would no longer be complimentary and a charge would apply. Two hours later and $563 and I was suppose to be fine. When I arrived home I saw my regular doctor. He said that when you vomit that much you deplete your body of salt, potassium, and liquids. As a result your white count goes up even though you do not have an infection. The doctor ordered lab work and it showed that my potassium was a little low but everything else was okay. He said it said it sounded like food poisoning and I would have gotten better with the Gatorade and water on my own.

The ship's doctor wanted to get the diagnosis away from the food poisoning and protect the cruise company. I am never sick and in good health and exercise three times a week. I take premarin, sinus medication, and no heart or blood pressure medication. I feel as if I had been taken twice, getting sick on the ship's food and then charged $563 for the emergency treatment. I also feel the treatment received from the ship's crew during the toilet incedent is most unprofessional. This ruined the rest of our trip and made the whole experience a nightmare.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Back to the top | Travel