Discrimination and Lack of Response
I have just returned from my Royal Caribbean cruise on the Radiance of the Seas (February 3-8, 2024). I took my mother (age 75) on her trip of a lifetime–every single thing we did on this cruise was designed to give her the ultimate experience. So on the day that she was scheduled to have a hair treatment and massage at the spa, I indulged in a 50 minute massage as the one thing I would do for myself.
While my mother went to the hair salon, I was shown to a locker room in the center of the spa. Before I go on with the rest of my story, allow me to state that the spa staff was very friendly throughout this entire experience.
I entered the locker room, stripped, put on the robe and it did not close all the way around me. I’m a size 12-14 - an average-sized person (which really is not even the point). The robe gaped open on top and bottom and the seams of the lapels barely touched, so my lower half from my bellybutton-down and my breasts were exposed. I requested a larger robe and was told that this was the only size. I mentioned that the spa was a co-ed area and told the attendant that she needed to find me a bigger size robe. The attendant assured me that there was only one size and suggested I wrap a towel over the open parts of the robe. I pointed out that the towels were also small and didn’t close around me either and asked if she told all the customers to hold towels over their nakedness. I told her this was a humiliating way to walk through the halls. At this point, she suggested I speak to a manager and I agreed, since this was not the attendant’s fault.
The manager (Monique) came in and I reiterated the above and asked for a larger robe. She told me that this was all they ever sent her. I then said, “I’ve been on this boat for four days and I haven’t seen many people smaller than me. In fact most women are larger than me and nearly all of the men I saw would not fit in this robe.” At this point she offered me a hug and I asked her to please not touch me. She then told me that I looked great, to which I responded, that I know I look great and this has nothing to do with the way I look, it’s about a robe that doesn’t fit me.
As I began to realize that I could not walk through this public spa with any dignity, I began to get visibly upset. I felt demeaned and helpless. She offered to hug me again. I told her that this was blatant size discrimination and fat shaming to at least 80% of their client base and just because no one else could overcome their shame to say something, that I was not one of those people.
At this point, tears were beginning to stream from my eyes in frustration. If I wanted my full 50 minute/$178 massage, I would have to layer myself in towels and awkwardly hold things together as I shuffled through the hall - hoping the towels did their job. I explained that because of their lack of supplies, I now I had no time to relax in the steam room prior to my massage and also, that this ridiculous conversation was encroaching on my time in the massage room and requested to be taken there so I could have at least what I paid for and informed her I’d be going above her about this.
She took me to the room where the massage therapist (I’m not sure how to spell it, but her name was Nisse) tried to hug me and tell me I’m beautiful. Again, I asked her not to hug me and told her that I know I’m beautiful and the issue is not about my size or my looks, but rather the spa’s lack of supplies. I got my massage and because she was very good at her job, I was able to stop crying, even out my breathing, and enjoy about half of it. When I left the manager asked if I felt better. I did not, I was still frustrated and embarrassed that I had to again walk through the halls back to the locker room holding a towel up in front of me. I was truly and sad for all the other passengers that would be excluded from a relaxing spa treatment, because they were made to feel shame and humiliation as they too were told to hold towels over their ill-fitting robes. I even felt bad for your manager, so I just replied “yeah sure” to Monique and walked out.
Again, the spa staff was friendly and although they probably shouldn’t try to solve customer service issues by inappropriately hugging their clientele, I don’t fault them, but rather your company’s lack of staff training.
I have sent multiple emails to the company asking them to address this issue, but I've had no response.
Let me be very clear. This is not merely feedback - this was blatant size discrimination that excludes a huge percentage of cruisers.
February 7, 2024
Unprompted review
