Passenger Experience and Relations Expert

Accurate information as it should be.

Mateo was kind, patient and resourceful in helping my sister and me w/ some logistical payment issues. I have no doubt that Mateo would respond in the same way for ANY issues/questions. Thanks, Mateo

Mateo is always so helpful and willing to answer all my questions. He is a rock star!!

He provided excellent and professional service!

Mateo was great at identifying and fixing a RCCL OBC issue. He kept me in the loop and resolved the issue timely!

outstanding young man. Very customer oriented, you are lucky to have him

Mateo was wonderful to deal with. He was able to handle the required changes to my reservations with much efficiency and efficacity.

Mateo managed to help us to change one of the guests’ name in the very last minute! He has been responsive, efficient and helpful and made our trip so much easier!

Mateo is the best! He has on several occasions provided us with excellent customer service, changing bookings, getting us the best prices and perks, and even cancelling a couple of bookings when we could not sail. He is pleasant to speak with always completes bookings and changes in a timely manner. Thank you Mateo!

Mateo went above and beyond to solve an urgent issue with travel insurance for my upcoming trip. His knowledge, patience, wonderful attitude and follow through was stellar. He actually enjoys solving customer service issues and it is evident in his attitude and completion. Excellent!

Mateo was able to listen to our concern, then do a deep dive into resolving it. We are overjoyed with his follow through.

Mateo has been very helpful and caring in helping us with a pre-booking. He has addressed my questions and concerns promptly and professionally. He has offered suggestions and guidance to help us with a re-booking. A very nice, helpful guy.

Mateo was focused and obviously very experienced with solving problems for his clients. He made me feel he was interested in finding the best solution in our search for cruises to replace the ones RCL cancelled. He worked with the management team to get the best discounts and perks available and made me feel a value customer of Royal Caribbean.
I have worked with a number of CruCon representatives and Mateo ranks with the best.

Mateo is extremely helpful, responsive to fulfilling all needs, is patient, knowledgeable and very attentive to, and responds very quickly to, emails and phone calls as well. It is a pleasure to work with him!

Mateo was absolutely wonderful to work with! I had been trying all day to get someone on the phone and ended calling the operator. The operator sent out a message asking for someone to take my call and Mateo graciously agreed to assist at the literal end of his shift without having any prior knowledge of me, my reservation, or my request. Mateo was very pleasant, knowledgeable, and beyond helpful. He graciously stayed on the phone with me even though his shift had ended to help me make the desired changes to my reservation. We ended the call with a promise of him finalizing everything this morning, however, Mateo continued working my reservation until completion last night on his own accord. I am truly grateful to have had such a wonderful experience and will be telling everyone about Mateo, CruCon, and the amazing customer service!!

Mateo always does an amazing job dealing with any issues I may have thru out the booking process. And getting me the best deals and offers available.

I book 4-5 cruises a year with Cru Con and have had exceptional customer service experiences with Mateo. He always provides timely responses to my inquiries and resolves any issues or questions I may have. You can always have confidence booking with Cru Con knowing he is there to assist you in a smooth booking experience. Mateo you are the best!

Had a ‘life changing event’ (a good one) which required we rebook a group of 7 reservations. My new friend Mateo was OUTSTANDING!!! A lot going on and complicated transaction, he sorted out all of out details and applicable loyalty, senior and military credits and secured all the new cabins in a way that our whole family remains in neighboring cabins with amenities and accommodations that are about the best we’ve ever had. He is a credit to CruCon and must be the pride of his family, he is as good as it gets and so cool to work with!

I really appreciate the quality of service that I received from Mateo. He is professional and knowledgeable.

speedy, friendly, accurate. As are all your staff!

Mateo addressed all my questions and issues. He was polite, helpful, and detail oriented.

Mateo was very responsive and knowledgeable about our options.

I needed to cancel one cruise and book another. Mateo was very knowledgeable and pleasant to work with.

Mateo Neme was very prompt in answering my request and completing the follow up.

Excellent
Great follow up
Very timely

Mateo is so pleasant & helpful! I only want to work with him!

Mateo is ana amazing travel consultant! His knowledge, quick response and attention to details makes a huge difference from others cruise travel consultants! Looking forward to keep working with him in our future cruise adventures!

Mateo was very professional and made our booking experience very easy!

Mateo worked tirelessly to cancel and rebook cruises when our travel plans had to change. Mateo is knowledgeable and very very helpful. He took care of everything to get us re-set. Very thankful.

Mateo understood our wishes and fufilled all of them. He is very knowledgeable about all the different cruise companies.

Mateo Neme responds immediately to our requests and handles them quickly. Mateo is what a customer service rep. should be.

we were upgraded on Celebrity Beyond. I wanted to reprint the luggage tags and documents to get ready. I sent an inquiry to my travel agent who sent the paperwork to Mateo and the documents were available to print - in 24 hrs.

We had a change of plans for our upcoming cruise and Mateo was prompt and helpful with information advice and directions. Looking forward to planning our next cruise with CruCon and Mateo

We had a couple questions regarding dining. We were told that customer service would assist us and would be in touch. Surprisingly Mateo responded by email the same day with a solution. Excellent and quick service!

Mateo did a wonderful job of helping us book forward a cruise ! He worked to be sure we received our future cruise without losing any of our benefits. He also probably worked late to make this happen!

Mateo assisted my parents surprise anniversary trip, and I cannot think of a better person to work with on this. He is patient, informative, and goes above and beyond for his clients. 10/10!

Mateo was so helpful and returned my calls and got me everything he promised in a timely manner.

Thanks for cancelling the cruise. CruCon has always been good to us and we appreciate the help.

Mateo is very responsive and always looking out for our best interest and best deal.

Mateo was very helpful in getting our two cruises booked.

I asked Mateo to help cancel and rebook a cruse and he was outstanding with the prompt and professional response. it all went as smooth as you could imagine and I will definitely be using him for my future cruise needs.

Very quick to assist ~ knowledgeable! ?

Mateo was extremely helpful and quick in answering our questions and making changes to our reservation of multiple cruise cabins. We would definitely work with him again.

I contacted Cru Con customer service regarding a refund from refundable on board credit that was due to me from PRINCESS for my sailing on the enchanted princess from October 19 through the 26th. I explained the situation to Mateo and he stated that if I would provide him with the folio he would reach out to PRINCESS and check on the status of my refund. I truly appreciate him doing that because I was getting nowhere at all with PRINCESS. I sent them three emails to customer [email protected] and contacted someone by phone. I was hitting dead ends hopefully Mateo can check on this and get back to me and advise me of the status of the refund as he said he would.

Mateo is very responsive via email. He also makes calls when he needs to double check on certain types of details. I am very pleased to have worked with him!

Fast and courteous

Mateo is the best! He provides an exceptional level of service. I unfortunately had to cancel one of my upcoming cruises and he quickly submitted the cancellation and followed up on my refund with the cruise line. Thanks for your timely help with this matter Mateo!