Business ProfileforRoyal Caribbean Group

I cruised aboard Explorer of the Seas, which sailed from August 10th to August 17th, 2024. We booked a Deluxe Stateroom with a Balcony, anticipating a comfortable and luxurious experience. However, from the moment we arrived, it was clear that the accommodations were far from what was described during the purchase. The issues included:1. Guest Stateroom: The veranda was filthy upon arrival, and each night, debris from the top deck would wash down onto our balcony, leaving it covered in trash. Despite multiple complaints, this was never cleaned. The veranda door was rusted and often got stuck, and the lounge chairs on the balcony were damaged and never replaced, despite our repeated requests. Additionally, the refrigerator in the room was broken and filled with mold, making it unusable.2. Managements Response: When we initially raised these concerns, ship management refused to adequately address the situation, even suggesting solutions that would have posed a fire hazard in our stateroom. To our shock and dismay, when we sought assistance from the front desk, we were met with hostility by the front desk manager, ******. Rather than providing help, she weaponized her position by threatening to call the police on ********************* one of our party members. As Black women, we are all too familiar with the racial undertones of such threats, and it was clear that racism played a role in how we were treated during this interaction.We paid a premium for a Deluxe Stateroom, expecting a certain level of service and comfort that was not provided. Instead, we were met with substandard accommodations and disrespectful treatment. My sister and I caught COVID on the ship. i attempted to see the doctor instead of treating me with urgency I was told I would have to pay 200 up front for a consult even though we paid for medical insurance. and the one star is being extremely generous. the dinning room attendant and staff deserves better employers