Cruise Guest’s Fury After Being Charged Over Their Minor Water Mistake

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A misunderstanding over a complimentary bottle of water has led to a heated exchange between a Carnival Cruise Line Platinum guest and the cruise line’s Brand Ambassador, John Heald.

Carnival Bottled Water Complaint

The incident unfolded after the guest was charged for a 1.5-litre bottle of water that had been left in their stateroom.

The guest, who had achieved Platinum status in Carnival’s loyalty programme, was entitled to one complimentary bottle as part of their VIFP Club perks.

Upset at the unexpected charge, the cruiser contacted Heald via social media – with what he described as a “scathing” message. Most notably, the passenger threatened to withhold their gratuities, a move Heald called “despicable.”

Carnival recommends $16 per person, per day in gratuities for standard staterooms and $18 for suites, which are shared among the onboard service team, including stewards, waitstaff and other behind-the-scenes crew members.

The Water Perk That Caused the Fuss

Guests with Red, Gold, Platinum or Diamond status in the Very Important Fun Person (VIFP) loyalty programme receive a free 1.5-litre bottle of water per sailing.

However, it appears confusion over how to claim that water was at the heart of the incident.

Unlike past cruises, where the complimentary water may have been placed in the stateroom, guests now typically need to collect it themselves from any onboard bar or restaurant – after showing their loyalty pin.

“This is how we are currently doing it,” Heald clarified, acknowledging that while not ideal for everyone, the current process is standard fleetwide.

Bottled water left in cabins is not automatically free and is often chargeable unless specified otherwise. A single 1.5-litre bottle costs $5.31 for those without an included beverage package or complimentary status.

Refund Issued, But Frustration Remains

In this case, Heald immediately reached out to shipboard staff and arranged for the charge to be reversed – “for the sake of the crew, so that they would receive their gratuities.”

But for some passengers, the damage was already done. Multiple former Carnival cruisers responded to Heald’s post, sharing similar experiences and voicing disappointment at what they felt was a downgrade in loyalty recognition.

One mentioned that the policy change caught them off guard during a March sailing, saying they were “disappointed” not to find the water in their room and only learned after the cruise that they had to ask for it.

Others have said that the website seems to suggest that the free bottle can be taken from the water provided in the stateroom.

To avoid confusion, Carnival guests can also purchase water in advance of their cruise. Options include a 12-pack of 500ml bottles for $17.64, or an 8-pack of 1.5-litre bottles for $29.44, which can be delivered directly to the cabin.

Cruisers with the Cheers! drinks package – which includes bottled water – can claim their perk at any time.

But for those without, small misunderstandings over amenities can sometimes escalate into bigger guest relations issues.

For now, Heald has confirmed that the cruise line is looking at how they can improve the situation, especially since there are some mixed messages with the cruise line’s website on where the water can be taken from.

Hopefully the affected guest has calmed down!

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