The Cuban influencer Maylen (content creator and marketing strategist) and her partner Harold Fong (entrepreneur and content creator), based in Miami, filed a public complaint on Instagram against a famous cruise company.
The Cuban influencer couple resides in the United States. They are traveling aboard the MSC Grandiosa on a transatlantic journey from Miami to Barcelona and then to Thailand. The trip had been underway for over five days when they began to notice that the service was not what they had expected.
The catalyst was the confiscation of her drone by the ship's security chief, but Maylen made it clear from the beginning of the video that the issue goes far beyond the seized equipment.
“This is a public complaint against the MSC cruise line. And no, it’s not because they confiscated a drone, but rather due to the terrible customer service and the way the head of security at MSC Grandiosa treated us.”
The content creator argues that there is no visible signage on the ship prohibiting the use of drones, and that when she asked the officer to show her the relevant clause in the terms and conditions, the official himself could not find it.
Maylen also pointed out a direct contradiction with the company's own platform: "On their MSC Creators page, they have a section where they ask you as a content creator if you have a drone. This means that if you are a content creator, you can indeed fly a drone."
The couple financed the trip on their own, without any sponsorship from MSC, and clarified that the drone was never operated within the ship's perimeter. However, the moment of greatest tension came when the security officer escalated the situation unexpectedly.
"The officer in charge threatened —because there's no other way to describe it, it's a threat— to call the police in Barcelona," the city where the cruise would arrive in two days.
Maylen didn't hold back in describing the experience: "I would rate it a 1 out of 10, and a 1 just to avoid giving it a 0, because it was terrible. Conclusion: don't waste your money on MSC."
He also pointed out that the responsibility lies with the European management of the company: "It is not the fault of the Filipinos, the Indonesians, or the people who work here from the Asian region. It is specifically the fault of the Europeans, who have that way of mistreating the customer."
The complaint was directly tagged to the official accounts @msccruises.us and @msccruisesofficial on Instagram, a common tactic among influencers to publicly pressure brands and elicit a response.
It is important to note that the Guest Conduct Policy for MSC Cruises, updated in March 2026, prohibits the use of drones on board, although it allows them to be transported stored in the cabin; any drone detected in operation will be confiscated and returned at the end of the cruise.
However, according to the influencer, this policy is stated in fine print within the terms and conditions and is not highlighted at any visible point on the ship.
The post has accumulated over 44,000 views and dozens of comments so far, with mixed reactions. Some followers supported the complaint and shared their own negative experiences with MSC, while others defended the company and pointed out that drone restrictions exist on practically all cruise lines.
Maylen announced that the story does not end here. She promised a second part of the video in which she will share the experiences of other passengers on the same boat who also reportedly experienced poor treatment.
The Cuban influencer couple issued a direct warning to the company: "This is not over."
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