We had a TERRIBLE experience from start to finish!! We decided to stay one night over this Labor Day weekend. I had purchased tickets to a concert for Saturday and a chili/brew fest on Sunday. Upon check in, the boat seems extremely HOT inside. Our room was unbearably warm as well. Had to call twice to have them put cool air in our room and the room still was almost unbearable to sleep in that evening. We had another couple with us as well, and they too had to call twice to have cool air put in their room.
The concert did not go so well either. After I entered and they scanned my ticket, they told me there was NO re entry after they scanned the tickets. How about telling us that BEFORE you scan the tickets. We arrived at the concert at about 4 and the band we wanted to see wasn't til 10pm. Since I was a hotel guests, I should have been able to leave and re enter. We ended up leaving without seeing the band we really wanted to see and were not allowed re entry. We then decided to get some drinks at the Observation Bar while the kids went to the arcade. We could not find a change machine in arcade, it was apparently taken off the wall. We asked the bar if they could give us quarters and they said they could only give us $ 2.00 in change and we would have to go to guest relations. We went to guest relations and they told us to get them from arcade. After explaining there was no change machine, they argued that there was and that she had just seen it. I guess she didn't believe us? After awhile they agreed to give us change, but they had to look for the quarter rolls which took a long time. After FINALLY getting the quarters for the kids, we headed back to the bar. It was so HOT inside we decided to sit outside in the 88 degree weather which seemed much cooler than inside. No one came to ask us for our order for about 25 minutes! After finally getting my mai tai, I asked the waitress if I had received the correct drink. She said yes, that it was not the traditional mai tai and asked in a rude tone "didn't you read the description on the menu"? She offered to make me a "traditional" mai tai and when she brought it she asked me to taste if before she left to make sure it was fine. She seemed highly irritated. Maybe it was the extreme heat we were all made to suffer in. That evening none of us got any sleep because our room was so hot and stuffy. The cool air they said they put in either wasn't enough, or they never did actually put the air in to begin with.
The next morning we had breakfast at the Promenade Cafe. Their computer system was down for credit cards, and we sat there waiting for about 30 minutes after we requested the check before we could pay and leave! We had a ghost tour at noon and were going to be late. After finally being able to pay our bill, we ran to the ghost tour area for our tour. We made it in time, but the tour guide DID NOT. He was 25 minutes late arriving while we sat there waiting in the unbearable heat. The tour was a waste of money and we could barely understand what he was saying he talked so fast. Our kids were so disappointed and we all agreed it was a waste of time and money.
The next thing we had scheduled was the Chili/Brew Fest. Upon arriving, there were NO shady areas for sitting and it was an unbearable 94 degrees. Even the seating they did have was very limited and no one wanted to sit in the hot sun anyway. At about 2pm they had already run out of chili at most of the vendor booths and our purchased tasting tickets became useless. We ended up leaving and decided that this was IT, we were checking out and leaving the Queen Mary for good!
We had already checked out before the Chili fest and had our bags held at the bell desk. When we arrived at the bell desk, a gentleman (I use that term loosely) named Christopher said in a rude way "your bags are already down stairs at the entrance". He seemed bothered and irritated that we didn't already know that. I asked him why they didn't tell us when we checked our bags that we could pick them up down stairs. He snapped at me and told me "Aren't you going down stairs anyway to leave"? Before my husband could lose his temper, we asked for his name and went down to get the bags. Another bell guy directed us to a huge room and told us to look for our own luggage among stacks of other luggage in a HOT room. My husband spend 20 minutes searching the huge pile of luggage and did not find ours. They told us to go back upstairs that it probably never came down!! We went back up and there it was!
I have never experienced such HORRIBLE customer service EVER from any hotel. It was all around unacceptable in every way. I will NEVER attend another event, or stay aboard the Queen Mary again. My Labor Day weekend was RUINED. We also invited another couple and they had an equally terrible experience as well. I will NEVER stay aboard the Queen Mary again. I feel like I threw good money out the window.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
T C. -
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Thank you for your feedback and we are so sorry you did not enjoy Shoreline Jam, the Chili Brewfest and your stay aboard the Queen Mary. On our tickets and on our website - we mentioned that there was no re-entry for the event. We provided 12 hours of entertainment during this amazing show! We are so sorry you were unable to see the band you wished to see - I am guessing Pepper? Heck of a show.
That arcade situation sounds a bit odd - we'll look into it and see if there is something we can do to rectify it. We do apologize for the inconvenience.
On Sunday morning, we have a network outage. There was nothing we could do - but it effected multiple areas - not just the Queen Mary - and was down for a good 30 minutes. We do apologize for the inconvenience there. In regard to our Chili and Brewfest - it was a first-time run event and we have learned from some of the feedback we got in regard to it. We will fix these issues and make sure we make this event a Queen Mary quality event - a brand that the public can see and know it will be of quality.
Thank you again for the feedback and we do hope to make it up to you sometime soon!
-The Queen Mary Commodore
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.