JW and Jerome's Adventure on The Norwegian Escape

Oh my gosh!!!! I wish you guys could be on our September 10th cruise!!!! :)

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So enjoying this!!!

How funny! Yes, it takes me a couple of hours to write a chapter and I will keep pumping them out as long as my vodka holds out! We have so many Escapades and I enjoy recapping them and if I enjoy them, I know others will too.

It's raining out. Have Jerome make a vodka run for you:D

Oh my gosh!!!! I wish you guys could be on our September 10th cruise!!!! :)

 

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Right! That would be so much to have them on our cruise!!!!

I don't know about location but I did want to point out, in case you didn't know, that the guarantee rooms do not include the promos such as drinking or dining.

I don't get that, we booked a guaranteed mini suite and also got the promo dining and drinking I'm confused

Following and trying not to tinkle from laughing so hard!

I don't get that, we booked a guaranteed mini suite and also got the promo dining and drinking I'm confused

You know I saw that post too, and it is actually completely up to NCL, the parameters with which you booked, whether or not it was an incentive/promotion for you to book, or whether you booked an inside cabin and moved up to a Mini-Suite Guarantee.

However, the OP is correct in saying what they did.

If I try to book any kind of a "Guarantee Cabin" now from the website, it will specifically state that I am NOT eligible for any promotions in consideration of the lower cost.

If I were already booked in, say, a Balcony cabin and I upgraded to a Mini-Suite Guarantee category, then I am still permitted the incentives and promotions I was given when I purchased a Balcony category.

But that is not always the case as I have seen. Booking through an off price agent such as the Airline Employee Rate company Interline, or other regular discount websites, I have seen that the incentives and promotions are still included in their bookings.

So ultimately, you both are right per se. There are parameters.

No Problem!

There is a serious side to me as well, and when it comes to Guest Relations and Guest Satisfaction, after 35 years, I am a Marriott Guru and know how to read and understand a Guest very well. That's why I always say, it's not about how I am treated on a cruise, the cruise lines will bend over backwards for me because of our reputation and following, it is how well YOU are treated, as I watch with great detail, as if I am at work, everything that is happening with others around me.

A successful cruise for me, is a successful cruise for the other Guest's around me. I can't help it. It is my nature to see to others satisfaction. If I see deficiencies around me that happen to someone else, then they are going to happen to me soon enough as well.

I don't miss a detail or trick. This is why I am most impressed with NCL and the changes that Andy Stewart has made to the culture. It has to come from the top. I can feel the energy and excitement, and the willingness of the Crew to make the Guest feel welcome.

That being said, there is one phrase in the Guest Service industry that erks me to no end. It makes me so frustrated to hear. It is the phrase "No Problem". If I am ONLY in Jamaica, Man, then I accept No Problem as an answer, but only in Jamaica.

However, the mere mention of that phrase as an answer to a Guest Request, means to the Guest that there "Would" be a problem normally, and You, the Guest, ARE inconveniencing me, but I am paid to alleviate YOUR problem. Thus, "No Problem".

If one is conditioned to say No Problem, as it is habitual in so many areas of Guest Service, then I would suggest a reconditioning of ones self to say "No Worries" to replace the awfully incorrect, and, quite frankly, demeaning to the Guest, phrase of No Problem.

Case in point on Norwegian. I know from our travels on The EPIC, the phrase over and over and over to any request was constantly No Problem, No Problem, and yet, there were problems and they were not solved. I kept mentioning it to Jerome, that all I heard everywhere was NO PROBLEM. "Can I have a drink?" "No Problem". "Can I please have a towel?" "No Problem". "I have a flood in my cabin". "No Problem". "It' a Thanksgiving Cruise, what do you mean you are out of Turkey?" "No Problem, we are making chicken and it will be ready in 40 minutes". That phrase makes me feel as if I could be a problem for just asking for something.

Now on the other hand, taking liberty from Adrian Bica's (The magnificent Haven Concierge) playbook, if I were to ask Adrian any request, I would be met with the following: "Yes" Sir, "It Will Be My Pleasure" Sir, "Consider it Done" Sir, "What Else Can I Do For You to Insure Your Satisfaction, Sir?", never does he say No Problem because The Guest IS NOT A Problem.

Think about that for a moment and think how many times we might hear the words NO PROBLEM to a request we have made in a day. Or we might say it unconsciously, not understanding the implications.

If Adrian cannot give an answer immediately to a request, he will say, "I will look into it for you, sir and will get back to you in (makes a commitment of time as he understands that my time is valuable) such-n-such minutes/hour/immediately".

We noticed that on this Norwegian Escape sailing, the culture has been expanded from the Concierge to the Crew. I barely heard "No Problem" coming from the Crew on this ship, however, I still did heard it occasionally and it still erks me because I haven't GOT NO Problem! What I did hear most often was "My Pleasure", "Thank You", "Your Welcome", and "May I, Would I, Could I, What can I....(do for you to please Me, the Guest)"

I saw no looks, no scours, no rolling of the eyes, no back alley criticism of the Guest. I watched with glee as the Crew understood Guest Service. I saw Servers, Maitre'd's and Hosts spring into action to anticipate potential Guest issues and resolving them before they became an issue.

Once such case in point was at breakfast one morning in Taste. We were seated on a balcony by the window and another couple was sitting at a deuce (restaurant lingo for table for two) in the middle of the room. A very long table was set for a big group against the wall, behind the couple seated. Then, this group of 12 come in, and proceed to the table, stickler is, they had 5 girls, FIVE little girls. It was a huge family. Even though the girls were very, very well behaved (Surprisingly good table manners too), the scowl on the face of the woman seated close by the children was evident to everyone in the room. You could just see the future complaint of "How Aghast and It's A Travesty" coming from her face. I know that type.

I mentioned to Jerome, "Uh Oh", "There is going to be an issue with this woman". "She is going to explode because of being seated next to all those children".

At the same time, the Maitre' D saw her face too, FROM ACROSS THE ROOM, and literally leaps into action. Before the scowling Guest knew what was happening, and before she could even think about complaining, the Matre'd sprang to the table and announced that he was immediately relocating the couple to a table by the window and had three or four servers there to gather up all their food items.

I was impressed. Very impressed. What could she say? "No?" "I want to stay here an wallow in my misery just to be happy to complain later to Guest Relations?" She was not given the chance. (There are people like that, who LOVE to complain about everything, and perhaps she may have been one of them, but not this time.) This "Professional" earned his stripes on his white uniform by completely being aware of his dining room and completely understanding his Guest. Great Job!

Again, it is not how we were served, which was beyond exceptional, it was how the other Guest's I witnessed were treated and served. This is one of the monumental reasons why this Norwegian Escape sailing was considered Our Best Cruise Ever. They "Get" what it means to provide excellent Guest Service and we saw it practiced everywhere on the ship. It's not contrived, it is genuine, and we felt the Crew honestly wants to participate in the Guest satisfaction experience with a 100% commitment.

Were there challenges? Heck yes, I saw plenty. Were they resolved? For the most part, and what I witnessed and then later, subsequently interviewed Guests about their situations, I say emphatically yes, they were pleased with the resolutions. Everyone that I talked to was incredibly surprised at the proactive culture on The Escape to their needs.

My Professional Philosophical Motto that I teach my staff has always been: "It doesn't matter if The Guest spends $9 or $9,000, the Service and Guest Experience needs to be the exact same, always".

I felt the Crew of The Norwegian Escape is an excellent example of this philosophy, "on this particular sailing".

Now back to the fun!

JW, I'm really enjoying this review. I actually had to reapply my mascara after lunch on Thursday, I was laughing so hard while reading your earlier posts.

Your comments on "No Problem" struck a cord with me. In my business, we've learned that when someone says "no problem," what they usually mean is "no problem for me, but a BIG problem for you."

Lastly -- as a frequent business traveler, it's always a pleasure to be on a flight or at a hotel and you can tell the staff is either genuinely interested in assuring your comfort, or has been thoroughly trained to really act like they are :). Half-heartedness is a lot more obvious than people realize. Don't know if I've ever stayed at one of the properties you've managed, but I know when I stay at one that's run by someone like you. You and folks like you make business travel a little less difficult. Thanks!!

You know I saw that post too, and it is actually completely up to NCL, the parameters with which you booked, whether or not it was an incentive/promotion for you to book, or whether you booked an inside cabin and moved up to a Mini-Suite Guarantee.

 

However, the OP is correct in saying what they did.

 

If I try to book any kind of a "Guarantee Cabin" now from the website, it will specifically state that I am NOT eligible for any promotions in consideration of the lower cost.

 

If I were already booked in, say, a Balcony cabin and I upgraded to a Mini-Suite Guarantee category, then I am still permitted the incentives and promotions I was given when I purchased a Balcony category.

 

But that is not always the case as I have seen. Booking through an off price agent such as the Airline Employee Rate company Interline, or other regular discount websites, I have seen that the incentives and promotions are still included in their bookings.

 

So ultimately, you both are right per se. There are parameters.

Thank you for that bit of info, I will make sure when I make my final pmt on July 10th

I don't get that, we booked a guaranteed mini suite and also got the promo dining and drinking I'm confused

Maybe I spoke incorrectly. I've been keeping my eye on a few cruises and have found that the guarantee categories come without promotions. I know this is a "fairly" new plan. So, maybe it's just some sailings or maybe it's one of the changes. This is what I see when I look at my upcoming Escape cruise.

Guarantee Mini-Suite

A Guarantee stateroom (GTY) guarantees a Mini-Suite stateroom or better! Please note that the view from your balcony may be fully obstructed or partially obstructed. Your stateroom may be on any deck and assigned up to one day prior to embarkation.

Promotions are excluded on this category and not recommended if you have specific - deck & window preferences, proximity to elevators, etc.

How I miss cruising with you guys!

Just an FYI to everyone, here is our upcoming cruise schedule confirmed so far:

 

August 20, 2016: 8 Night Norwegian ESCAPE, Recap sailing

October 27, 2016: 10 Night Royal Princess Halloween Cruise

December 31, 2016: 7 Night Carnival Conquest New Years Eve

 

I know that we will be scheduled for a Norwegian sailing in February or March, and I also want to go on the Norwegian Sky somewhere in there too , for a three/four day booze cruz.

 

Any suggestions? Who is sailing in February/March? You know that I have to get to Golden Level in the Casino by March 31st.

Feb 5 LA to Miami, 14 day cruise on the Jewel through the Panama Canal. Lots of sea days to reach Golden!

 

That being said, there is one phrase in the Guest Service industry that erks me to no end. It makes me so frustrated to hear. It is the phrase "No Problem". If I am ONLY in Jamaica, Man, then I accept No Problem as an answer, but only in Jamaica.

 

However, the mere mention of that phrase as an answer to a Guest Request, means to the Guest that there "Would" be a problem normally, and You, the Guest, ARE inconveniencing me, but I am paid to alleviate YOUR problem. Thus, "No Problem".

It's the little things in life. I must tell you that I read this tidbit on a post of yours a loooooong time ago and have not said that phrase one single time since! Thanks for adding to my list of pet peeves as well! :D I now extra appreciate Chick-fil-a for their response. Loving your review as we sail next week and although was a bit apprehensive at first, am looking more forward to it now.

Just an FYI to everyone, here is our upcoming cruise schedule confirmed so far:

 

August 20, 2016: 8 Night Norwegian ESCAPE, Recap sailing

October 27, 2016: 10 Night Royal Princess Halloween Cruise

December 31, 2016: 7 Night Carnival Conquest New Years Eve

 

I know that we will be scheduled for a Norwegian sailing in February or March, and I also want to go on the Norwegian Sky somewhere in there too , for a three/four day booze cruz.

 

Any suggestions? Who is sailing in February/March? You know that I have to get to Golden Level in the Casino by March 31st.

So excited to read your review. I loved the Escape. Cruised it's first TA. Sean is the most amazing Hotel Director at Sea.

My sister, son and I were on your ill fated Epic Cruise. My sister had the Birthday Cake Hat. You guys were so much fun, you didn't really let on about all the issues you had.

February 11 if you dare try the Epic again, but I'm thinking it's not the ship for you.

Enjoy which ever cruise you decide on. Hope to be on a sailing with you guys again some day. You all are so much fun!

I think on our last cruise (Celebrity), they said "my pleasure" ... which I liked a lot better.:)

So excited to read your review. I loved the Escape. Cruised it's first TA. Sean is the most amazing Hotel Director at Sea.

 

My sister, son and I were on your ill fated Epic Cruise. My sister had the Birthday Cake Hat. You guys were so much fun, you didn't really let on about all the issues you had.

 

February 11 if you dare try the Epic again, but I'm thinking it's not the ship for you.

 

Enjoy which ever cruise you decide on. Hope to be on a sailing with you guys again some day. You all are so much fun!

Deborah, of course we remember you! "Martini's make my clothes fall off!" I still wear that shirt often, except not lately, as JW has increased his poundage, but I will be back in it in no time!:o

Were you part of the "50 Shades of Gay" Thanksgiving Dinner (80 of in The Manhattan Room) when they had no Turkey left and made us wait 40 minutes for chicken? That was really the icing on the EPIC Cake.

Thankfully, The Escape was Ah-May-Zing! We are back on Norwegian. Love it!

Great hearing from you again. Thanks.

JW

How I miss cruising with you guys!

Lunch on a ship is never, ever the same without you and Darrell. Miss you lots!

JW and Jerome

Maybe I spoke incorrectly. I've been keeping my eye on a few cruises and have found that the guarantee categories come without promotions. I know this is a "fairly" new plan. So, maybe it's just some sailings or maybe it's one of the changes. This is what I see when I look at my upcoming Escape cruise.

 

Guarantee Mini-Suite

A Guarantee stateroom (GTY) guarantees a Mini-Suite stateroom or better! Please note that the view from your balcony may be fully obstructed or partially obstructed. Your stateroom may be on any deck and assigned up to one day prior to embarkation.

Promotions are excluded on this category and not recommended if you have specific - deck & window preferences, proximity to elevators, etc.

I did call and they told me at the time I booked it, the promotions came with the guarantee mini suite, so I was lucky at the time I booked...

VIBE has a great bar, great camaraderie and a special bonding with the other guest's, it can be quiet and reserved if you like or you can have fun and join in. Each cruise is different. There are many features to Vibe, but the best is that if I wanted, I could have curled up with a cocktail and a good book. The service is exceptional and I was brought fresh fruit, cold towels, ice water and cocktails round the clock. There is even a special menu to order food from if I wanted.

 

But if you have one of the Extra Large Balcony Mini Suites on Deck 8, then there is ample room to relax and enjoy the comfort and peace on the balcony instead.

 

I liked VIBE because we had the drink package, the folks we met were fun and outstanding, the service was wonderful and it was an exclusive enclave and I felt special. I certainly got my money's worth.

One thing these Boys of VIBE did the very best, was heap loads of attention onto us, their Guests. Plus, to all future VIBE Guests, ya'all need to be present for Shot O'Clock everyday at 4pm. That's when the action at VIBE really takes place.

 

Thank you Suresh, Rommel, Roberto and Reinzi, our very special VIBE Beach Club Team. There were others who were great too, but these are our boys! Love My Little "Minion" too!

 

I did call and they told me at the time I booked it, the promotions came with the guarantee mini suite, so I was lucky at the time I booked...

See, I am so happy for you that it was included at the time you booked. YAY!

 

Thanks guys for "clinching" Vibe for us. Have been back and forth on Vibe passes ever since we booked last September. However, can't pass up a few cocktails with such amiable cruisers as yourselves. Hoping we get that chance. :) Regards Gerry

Looking forward to meeting you!!!!!

i did call and they told me at the time i booked it, the promotions came with the guarantee mini suite, so i was lucky at the time i booked...

nice!!! :):):):):)

Enjoying your report very much! Nice to see a point of view from someone with your service background.

I saw you mention dinner with white tablecloth from Cagneys on your balcony and I was thinking I must have misread earlier and you were actually in a suite, not a mini suite. But, apparently you were in a mini. How did you manage to pull this off, or have I been assuming incorrectly all along that this was not a possibility. If it's coming up in the report later, I'll wait patiently.

Hi, thank you for such a fantastic review. Laughing out loud as I am reading it. :D