Butler/Suite - first time and a little disappointed NCL Jade

Hi All,

Bit disappointed about our first experience of “Suite Life” on Jade.

We were really looking forward to this and researched a lot on CC.

Check in was fine and quick because due to traffic we were later than we hoped.

Very nice gentleman even referred to us a VIP’s 😄 then handed us over to our concierge who explained that as we were late nothing was available food wise as it was 4pm and muster would be at five. Not a problem as we have reservations at 2130 at Le Bistro.

He then told some young guy to escort us to our Suite. Got to the escalators and they were sealed off and someone said board down here. This involved steep steps carrying our luggage which my husband had to carry for both of us as I have health issues.

No offer of any assistance from said young man who took us to the lift and said this is the lift you take and disappeared!

Now it was only 4pm for a cruise departing at 8pm.

Second disappointment just now when our Butler called.

After much excitement and research on CC we were very much looking forward to a nice breakfast from Cagneys on our balcony in the morning especially due to the great weather. Also to having dinner in our Suite tomorrow night.

Butler signed deeply when I said we’d like cooked breakfast from Cagneys or as it turns out Modernos and said something like he couldn’t come very early!

We said we didn’t want early but what time would best suit him? He just said mark down your time - maybe it’s language difficulty. I asked if we could have a menu for the cooked items and he said “it’s nothing really just eggs benedict or waffles or scrambled eggs”.

I said no problem we’ll swing by Modernos and look at the menu.

I then said we’d like dinner in suite tomorrow night since our welcome letter even suggested it.

He said I have 14 Suites to take care of and can only do 7pm as 8 and 8.30 is taken. I said could we go later like nine and he said no it’s too late restaurant is closed but we’re eating in Le Bistro tonight at nine thirty and it’s open till ten.

After all I’ve read online I’m disappointed. This is only a short cruise but we were interested in booking a Suite in future if we felt it was worth it but that’s looking less likely.

I don’t think we’re being demanding - haven’t asked him to unpack or draw a bath etc just two meals served in our Suite.

Have we lucked out with a bad butler?

Is it that we’re not American so he thinks we won’t tip?

Actually we changed money into dollars especially to tip him but he’s not going to get much if he’s so unhelpful.

Thankfully our room steward seems very nice though he has taken away our cushions for the balcony furniture and we were hoping to sit in comfort as we sailed away.

Trying Royal Caribbean in August but up till now Norwegian was our favourite. We were so excited reading other people’s experiences of having a Suite and now I wish we’d just gone for our regular aft balcony.

Are you still on the ship? The first day since you got there just before muster, whoever showed you where to go probably had muster duties which is why also you had to use stairs. As for a cooked breakfast you could fill out the room service card and leave it on the door as an alternative. I have had a butler tell me that he could not serve dinner in the room due to others asking first. Don't know what to tell you but it is hectic the first day so things will probably improve.

Thanks for sharing. The beginning part sounds like a typical embarkation day. Restaurants do close right before muster. They may have not known you had mobility issues. If you would have asked, I am sure they would have assisted you.

The butler issue you had is a fairly common complaint here on CC. Its unacceptable if he did not meet your expectations and you should have brought that to the attention of someone in management. To his defense, it is unacceptable the amount of suites one butler is assigned. This is the story of NCL promising too much. Its true, their suite videos show white glove treatment which misleads passengers. I feel bad for both the OP and the butler who is clearly over worked. I have seen how short staffed NCL is in restaurants and sometimes butlers. Once on Epic we called the butler to deliver 2 drinks to the cabin. I thought this would be the easiest task ever. But it turned into a huge deal. Our butler was not available and someone from the Atrium bar delivered the drinks. Let me repeat that. Someone came all the way from the Atrium to deliver 2 cocktails that for some reason no butler could do in the Haven. IMHO you do have a legitimate gripe. To deliver dinner to a cabin should not be so difficult. IMHO the issue is not the butler, its the shortage of staff NCL provides. The more people that bring this to their attention will make Haven stays better for everyone. I cant imagine the work the butler does 16 suites. No wonder there are so many threads like this of butlers sighing and saying it cant be done or telling passengers to limit their choices. A butler cannot be everywhere at once so if its the Hotel Director in charge of butlers then he or she needs serious training or removal.

IMO, you just have a bad butler. :(

Have a chat with the Concierge. The butlers work for them.

I do think the breakfast thing might be a problem. I believe there is a specific suite breakfast menu.

Definitely talk to the concierge he is one of the best in the fleet! He will take care of you. Sorry you are experiencing this. I've had the best and favorite suite experience on the Jade.

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Omar is the concierge I believe.

Definitely talk to the concierge he is one of the best in the fleet! He will take care of you. Sorry you are experiencing this. I've had the best and favorite suite experience on the Jade.

 

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Sent from my 2PQ93 using Tapatalk

Have a chat with the Concierge. The butlers work for them.

 

I do think the breakfast thing might be a problem. I believe there is a specific suite breakfast menu.

Did you just board or is your cruise over?

OP, it's difficult to tell whether you got off or on the ship today. If you did just get on, give the bumps a day to smooth out, and see how things are going then. If it does not improve, have a chat with the concierge.

I see this butler issue come up frequently. With many butlers you have to be assertive and not take no for an answer. Butlers have an average of 10 rooms to attend to, and sometimes a few rooms will take up a lot of their time. The butler will then attempt to lighten his/her load by brushing off some requests. Once you make it very clear your expectations WILL be met, most butlers snap into shape and you won't have anymore 'lazy' issues with them. If that doesn't work, you need to speak with the concierge and clearly explain why your butler is failing you. If this doesn't garner results, demand a new butler. Last resort is gain an audience with the hotel director and explain your issues. Rarely will you have to go beyond step 2.

Tldr: With some butlers you have to be very assertive and lay out your expectations very clearly.

I was on the Jade in April and had the worst room attendant ever. We have always been happy with each and every attendant, but not this time. I was not impressed with the Jade overall.

My one experience with a Butler was on the Jewel. He was just fine but very unnecessary.

I was on the Jade in April and had the worst room attendant ever. We have always been happy with each and every attendant, but not this time. I was not impressed with the Jade overall.

 

My one experience with a Butler was on the Jewel. He was just fine but very unnecessary.

Issues with a room attendant (steward) are a whole different kettle of fish.

Thanks for sharing. The beginning part sounds like a typical embarkation day. Restaurants do close right before muster. They may have not known you had mobility issues. If you would have asked, I am sure they would have assisted you.

The butler issue you had is a fairly common complaint here on CC. Its unacceptable if he did not meet your expectations and you should have brought that to the attention of someone in management. To his defense, it is unacceptable the amount of suites one butler is assigned. This is the story of NCL promising too much. Its true, their suite videos show white glove treatment which misleads passengers. I feel bad for both the OP and the butler who is clearly over worked. I have seen how short staffed NCL is in restaurants and sometimes butlers. Once on Epic we called the butler to deliver 2 drinks to the cabin. I thought this would be the easiest task ever. But it turned into a huge deal. Our butler was not available and someone from the Atrium bar delivered the drinks. Let me repeat that. Someone came all the way from the Atrium to deliver 2 cocktails that for some reason no butler could do in the Haven. IMHO you do have a legitimate gripe. To deliver dinner to a cabin should not be so difficult. IMHO the issue is not the butler, its the shortage of staff NCL provides. The more people that bring this to their attention will make Haven stays better for everyone. I cant imagine the work the butler does 16 suites. No wonder there are so many threads like this of butlers sighing and saying it cant be done or telling passengers to limit their choices. A butler cannot be everywhere at once so if its the Hotel Director in charge of butlers then he or she needs serious training or removal.

I think a vast majority of suite cruisers don't have meals in their rooms. Which means 14 suites for a butler, who is just a glorified food runner, is probably more than reasonable. On the off chance too many want dinner service, which is out of the ordinary, I guess I can see this becoming an issue. They really should have a mechanism in place to figure that out, like butlers helping each other out, etc.

We had a butler who came into our suite three times on the penultimate day with the statement "I hope that you have been satisfied with the service I have provided". No better than begging.

I think a vast majority of suite cruisers don't have meals in their rooms. Which means 14 suites for a butler, who is just a glorified food runner, is probably more than reasonable. On the off chance too many want dinner service, which is out of the ordinary, I guess I can see this becoming an issue. They really should have a mechanism in place to figure that out, like butlers helping each other out, etc.

Ok, take the challenge. Be a butler for 14 suites on a NCL ship. Then come back and tell us about it ;)

We had a butler who came into our suite three times on the penultimate day with the statement "I hope that you have been satisfied with the service I have provided". No better than begging.

OMG, isn't that something? Had the same thing on the Pearl with Butler Joaquin and Concierge Monica as well.

I feel as though someone requiring services of a "butler" will never be fully satisfied and will always have something to complain about.

I feel as though someone requiring services of a "butler" will never be fully satisfied and will always have something to complain about.

Granted not all passengers who are in suites with butler service ask for meal deliveries, but being made to feel as though they're overdemanding with their request by near-refusal and not working out something for them is disappointing and not something I've seen in NCL in my experience.

Hi All,

 

Bit disappointed about our first experience of “Suite Life” on Jade.

We were really looking forward to this and researched a lot on CC.

 

Check in was fine and quick because due to traffic we were later than we hoped.

 

Very nice gentleman even referred to us a VIP’s [emoji1] then handed us over to our concierge who explained that as we were late nothing was available food wise as it was 4pm and muster would be at five. Not a problem as we have reservations at 2130 at Le Bistro.

He then told some young guy to escort us to our Suite. Got to the escalators and they were sealed off and someone said board down here. This involved steep steps carrying our luggage which my husband had to carry for both of us as I have health issues.

No offer of any assistance from said young man who took us to the lift and said this is the lift you take and disappeared!

Now it was only 4pm for a cruise departing at 8pm.

 

Second disappointment just now when our Butler called.

After much excitement and research on CC we were very much looking forward to a nice breakfast from Cagneys on our balcony in the morning especially due to the great weather. Also to having dinner in our Suite tomorrow night.

Butler signed deeply when I said we’d like cooked breakfast from Cagneys or as it turns out Modernos and said something like he couldn’t come very early!

 

We said we didn’t want early but what time would best suit him? He just said mark down your time - maybe it’s language difficulty. I asked if we could have a menu for the cooked items and he said “it’s nothing really just eggs benedict or waffles or scrambled eggs”.

I said no problem we’ll swing by Modernos and look at the menu.

I then said we’d like dinner in suite tomorrow night since our welcome letter even suggested it.

He said I have 14 Suites to take care of and can only do 7pm as 8 and 8.30 is taken. I said could we go later like nine and he said no it’s too late restaurant is closed but we’re eating in Le Bistro tonight at nine thirty and it’s open till ten.

After all I’ve read online I’m disappointed. This is only a short cruise but we were interested in booking a Suite in future if we felt it was worth it but that’s looking less likely.

I don’t think we’re being demanding - haven’t asked him to unpack or draw a bath etc just two meals served in our Suite.

Have we lucked out with a bad butler?

Is it that we’re not American so he thinks we won’t tip?

Actually we changed money into dollars especially to tip him but he’s not going to get much if he’s so unhelpful.

 

Thankfully our room steward seems very nice though he has taken away our cushions for the balcony furniture and we were hoping to sit in comfort as we sailed away.

 

Trying Royal Caribbean in August but up till now Norwegian was our favourite. We were so excited reading other people’s experiences of having a Suite and now I wish we’d just gone for our regular aft balcony.

There are those who will disagree with this, but I've found that if I give a portion of the cash I've designated for tipping butler and concierge as a tip at my first encounter with each (at minimum, the butler immediately and the concierge when they perform a service for us the first time) with a genuine smile and a grateful "thank you," the service is always satisfactory throughout the trip.

I feel as though someone requiring services of a "butler" will never be fully satisfied and will always have something to complain about.

I completely disagree. Although we don’t ‘require’ butler service, we have gotten used to it when cruising as we always cruise in a suite. Rarely have I ever complained about butler service. Maybe we have just been lucky and had exceptional butlers or maybe our friendliness and open communication with the butler letting him know what we want has helped us, but I can’t remember a bad butler.

OP - I hope you are still on the ship and get this butler fixed...either by talking to the concierge or hotel director if necessary. We enjoy breakfast and some lunches and dinners in the suites and find it to be one of the most used and valued suite perks for us. We love cruising, but also love our alone time, so meals in the room is important to us.

They really should have a mechanism in place to figure that out, like butlers helping each other out, etc.

They do have a mechanism in place. On several occasions I have had other butlers bring me things when my butler was overwhelmed. They do this quite often on port days when a few of the butlers want to go ashore. The other butlers staying on board will service any suite guest requests.

The butler club is small and in my vast experience with them they help each other getting the job done. You know, teamwork.

I've never given a dime upfront and have always received excellent service from my Butlers.

We were disappointed on our Butler service on the Jade last November on our Panama Cruise. My sister and her partner on the other hand had the most accommodating and caring butler ever one deck up so I think you just have a bad butler like we did. If your concierge is Omar, please go to him and immediately tell him what's going on - Omar or the concierge's in general make sure that issues are resolved even if he has to do personally. The expectation is that they provide the service and earn their tip. We gave Omar .. not our butler something extra in the middle of our cruise when he arranged for a very special dinner for us in the Le Bistro. Please let someone know if you're still on the Jade.

Hi All,

 

Bit disappointed about our first experience of “Suite Life” on Jade.

We were really looking forward to this and researched a lot on CC.

 

Check in was fine and quick because due to traffic we were later than we hoped.

 

Very nice gentleman even referred to us a VIP’s 😄 then handed us over to our concierge who explained that as we were late nothing was available food wise as it was 4pm and muster would be at five. Not a problem as we have reservations at 2130 at Le Bistro.

He then told some young guy to escort us to our Suite. Got to the escalators and they were sealed off and someone said board down here. This involved steep steps carrying our luggage which my husband had to carry for both of us as I have health issues.

No offer of any assistance from said young man who took us to the lift and said this is the lift you take and disappeared!

Now it was only 4pm for a cruise departing at 8pm.

 

Second disappointment just now when our Butler called.

After much excitement and research on CC we were very much looking forward to a nice breakfast from Cagneys on our balcony in the morning especially due to the great weather. Also to having dinner in our Suite tomorrow night.

Butler signed deeply when I said we’d like cooked breakfast from Cagneys or as it turns out Modernos and said something like he couldn’t come very early!

 

We said we didn’t want early but what time would best suit him? He just said mark down your time - maybe it’s language difficulty. I asked if we could have a menu for the cooked items and he said “it’s nothing really just eggs benedict or waffles or scrambled eggs”.

I said no problem we’ll swing by Modernos and look at the menu.

I then said we’d like dinner in suite tomorrow night since our welcome letter even suggested it.

He said I have 14 Suites to take care of and can only do 7pm as 8 and 8.30 is taken. I said could we go later like nine and he said no it’s too late restaurant is closed but we’re eating in Le Bistro tonight at nine thirty and it’s open till ten.

After all I’ve read online I’m disappointed. This is only a short cruise but we were interested in booking a Suite in future if we felt it was worth it but that’s looking less likely.

I don’t think we’re being demanding - haven’t asked him to unpack or draw a bath etc just two meals served in our Suite.

Have we lucked out with a bad butler?

Is it that we’re not American so he thinks we won’t tip?

Actually we changed money into dollars especially to tip him but he’s not going to get much if he’s so unhelpful.

 

Thankfully our room steward seems very nice though he has taken away our cushions for the balcony furniture and we were hoping to sit in comfort as we sailed away.

 

Trying Royal Caribbean in August but up till now Norwegian was our favourite. We were so excited reading other people’s experiences of having a Suite and now I wish we’d just gone for our regular aft balcony.

Are you serious? Did I read this right? you carried your own luggage up the steps? Go to hotel director is concierge is not helpful and things are not changing. Never had that happen before.