Cuban influencer Maylen, a content creator and marketing strategist, along with her partner Harold Fong, an entrepreneur and content creator, have publicly criticized a well-known cruise line through an Instagram post.
Residing in the United States, the couple embarked on a transatlantic journey aboard the MSC Grandiosa, traveling from Miami to Barcelona, and onward to Thailand. After five days at sea, they began to notice that the service fell short of their expectations.
The situation escalated when their drone was confiscated by the ship's head of security. However, Maylen emphasized in her video that the issue extended far beyond the seized equipment.
"This is a public complaint against MSC Cruises. And no, it's not just about our drone being taken, but about the terrible customer service and the attitude of the MSC Grandiosa's head of security," she declared.
Maylen argued that there were no visible signs on the ship prohibiting drone use. When she asked the official to show the clause in the terms and conditions, he was unable to locate it.
She also pointed out a contradiction within MSC's own platform: "On their MSC Creators page, they ask if you have a drone as a content creator. So, if you are a content creator, you can fly a drone."
The couple funded their own trip without any sponsorship from MSC and clarified that the drone was never operated within the ship's perimeter. The tension peaked when the security officer unexpectedly escalated the situation.
"The officer in charge threatened—because it was indeed a threat—to call the Barcelona police," Maylen recounted, noting the ship was due to dock in the city in two days.
Maylen did not hold back in her assessment of the experience: "I would rate it a 1 out of 10, and that's generous to avoid giving it a 0 out of 10 because it's terrible. In conclusion, don't waste your money on MSC."
She also emphasized that the blame lies with the company's European management: "It's not the fault of the Filipinos, the Indonesians, the workers here from Asia. It's the Europeans specifically, who have this way of mistreating customers."
The complaint was tagged directly to the official Instagram accounts @msccruises.us and @msccruisesofficial, a common tactic among influencers to publicly pressure brands and elicit a response.
It's worth mentioning that MSC Cruises' Guest Conduct Policy, updated in March 2026, prohibits drone use onboard but allows them to be stored in cabins. Any drone found in use is confiscated and returned at the end of the cruise.
However, according to Maylen, this policy is buried in the fine print of the terms and conditions and is not visibly posted anywhere on the ship.
The post has garnered over 44,000 views and numerous comments, with divided reactions. Some followers supported the complaint, sharing their own negative experiences with MSC, while others defended the company, pointing out that drone restrictions are common across cruise lines.
Maylen announced that this story is far from over. She promised a follow-up video detailing other passengers' experiences aboard the same ship, who also reportedly faced poor service.
The Cuban influencers left a clear warning to the company: "This isn't over yet."
Understanding MSC Cruises' Drone Policy and Customer Complaints
What triggered the complaint against MSC Cruises?
The complaint was triggered by the confiscation of a drone, along with dissatisfaction with the customer service and the behavior of the head of security on the MSC Grandiosa.
What is MSC Cruises' policy on drones?
MSC Cruises' policy prohibits the use of drones onboard but allows them to be stored in cabins. Any drone found in operation is confiscated and returned at the end of the cruise.
How did the public react to the influencers' complaint?
Public reactions were mixed, with some supporting the influencers' complaint and sharing similar negative experiences, while others defended MSC Cruises, noting that drone restrictions are common.