I am confused and hoping some folks who have sailed traditional cruise lines in suites (eg- Star Class on Royal Caribbean, Haven on NCL) can help me understand the value proposition for sailing Cunard. I sailed in May and have another sailing booked that I made prior to the first sailing and am now possibly regretting my choice?
Disclaimer- I loathe complainers. I am on vacation and want to enjoy every minute of it- complaining and focusing on the negative just ruins that. I am posting this in the spirit of gaining insight within relative comparison to help me level set on expectations. None of the below examples are major issues- just shared within the context of comparison of Cunard vs. other cruise lines. Please no hate- I am genuinely looking for insight. I am not intending to bash anyone or anything- if we are taking even 1 vacation we are more fortunate than most people in this world.
First, the QM2 itself is fabulous! Loved the smaller, more intimate feel, but at the same time how spacious QM2 feels. Loved the activities and the slower, relaxed pace. Second, the guests onboard the QM2 were absolutely lovely- even more than on other lines. Everyone we encountered were super-friendly, pleasant and helpful (as one guest told me with a smile, "We all help each other out in the laundry room"). We enjoyed getting to know our fellow passengers and sharing stories. Unfortunately, and in a very obvious way, this did not extend to the people who work for Cunard. Customer service people over the phone were borderline rude with a derisive tone to every question I have asked. Celebrating a special occasion- well, "you can buy a cake if you want, but no, they don't do anything special". On other cruise lines I have been surprised with rooms being decorated, celebratory cake, etc. Heck, many restaurants on land will give you a special dessert on the house for a special occasion.
Many staff around the ship answered our cheery hello's with grunts or no response at all. I am used to friendly greetings/responses from everyone I see on other cruise lines.
Also, is the Concierge role on Cunard different from NCL, Celebrity, Royal, etc.? I asked the Concierge for help because my room card was not working. He told me to go to guest services. I am, by no means, above standing in line, and appreciate that it would be a minor inconvenience, but then, what is his function? We happened to still in the concierge lounge when, a few moments later, he advised that he was going down to help another customer anyway if I still wanted him to take care of the issue. Hmmm... okay.... so was this something he was supposed to help with, or not? If not, what kinds of services does the Cunard Concierge provide?
The Princess Grills Maitre D' came over to our table at breakfast one morning while we were waiting on coffee refills to (ironically) brag about the level of service that Cunard provides over any other line in the industry. We just didn't see it. Everyone just seemed so disinterested in helping.
I am just genuinely confused because other luxury services (even outside of the cruise industry- vacations, shopping, dining, etc.), which Cunard seems to brand themselves as, are just so much better. They speak about "unparalleled service" and clearly think they are offering it, but I just don't see it. They were average, and underwhelming. I have sailed on several cruise lines since Covid, so it isn't that. What am I missing? Were they really good at some point, but now not? Has Covid hit them harder than other lines and they haven't been able to get great people back? Has management changed? Is morale within the company really low? Is it considered "low brow" to go above and beyond the way the other cruise lines do? Am I too "low brow" to appreciate some other aspect of the service? Please help me if you have any insight. Thanks!!!!