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Folks - Have you ever had a lost item left in your stateroom not returned to you?


LighthouseKeeper91
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Hey guys!

 

First time poster, long time lurker here on Cruise Critic!

 

Recently I took my first cruise on NCL. (Fourth cruise overall.) It was the Western Mediterranean Cruise out of Barcelona on the Epic. The cruise overall was great, but I'm starting to have second thoughts about NCL's customer service...

 

I admittedly did a silly thing. Upon debarkation I left my Bose Wireless Headphones on top of the coffee maker in my stateroom. It was very early in the morning, my sis and I were rushing off to the airport and I guess they kind of blended in with the coffee maker. I didn't notice they were missing until I got to the airport.

 

So I crossed my t's and dotted my i's. I called customer relations and created a lost and found claim. It's been well over the 10 day SLA response time and no one seems to want to help me. When I call guest relations, they say they are not responsible for lost items. The thing is, I didn't lose it. I left it behind :/

 

So my question to you guys is: Have you ever left something of value in your stateroom, and it was never returned?

 

I am really rooting for my steward Jeremy, who was great during the week and got a decent tip, turned them in for me, but who knows if they could have been swipped in the meantime.

 

Thanks so much in advance, I'm really at my wits end on this one!

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Im so sorry to hear about you lost headphones. I will keep my fingers crossed for you but know that often after everyone leaves the ship the room doors are propped open until they are finished with all the cleaning. If that is the case, it is possible that anyone walked by and grabbed them.

 

Dont give up hope though. Corporate emails the ship who intern goes looking for them.

 

Best of luck

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Im so sorry to hear about you lost headphones. I will keep my fingers crossed for you but know that often after everyone leaves the ship the room doors are propped open until they are finished with all the cleaning. If that is the case, it is possible that anyone walked by and grabbed them.

 

Dont give up hope though. Corporate emails the ship who intern goes looking for them.

 

Best of luck

 

Thanks for the response deladypilot! I didn't consider that. That poor intern. After working with NCL Customer Relations, I feel like my business doesn't matter to NCL, and you never want your customer to walk away feeling that way.

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...The cruise overall was great, but I'm starting to have second thoughts about NCL's customer service....... When I call guest relations, they say they are not responsible for lost items. The thing is, I didn't lose it. I left it behind :/

..

 

Sorry, but I think your expectations are a bit high.

 

Lost and leaving it behind are pretty much the same thing in this scenario. Sure, they have a lost and found department/process. And I have seen many reports of folks getting items back, and many that realize they are out of luck.

 

Your headphones (and LOTS of other items) have to be found by the staff, turned in or disposed of, documented correctly, etc before it can even have a chance to get to you. That is a great deal to expect when a ship is turning over a thousand rooms and dealing with all the stuff they deal with.

 

In a situation like this, the item could have been trashed, picked up by someone else, attempted to get to lost and found but got lost again along the way, etc. Who knows?

 

It just is not that important or realistic to track it down.

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Sorry, but I think your expectations are a bit high.

 

Lost and leaving it behind are pretty much the same thing in this scenario. Sure, they have a lost and found department/process. And I have seen many reports of folks getting items back, and many that realize they are out of luck.

 

Your headphones (and LOTS of other items) have to be found by the staff, turned in or disposed of, documented correctly, etc before it can even have a chance to get to you. That is a great deal to expect when a ship is turning over a thousand rooms and dealing with all the stuff they deal with.

 

In a situation like this, the item could have been trashed, picked up by someone else, attempted to get to lost and found but got lost again along the way, etc. Who knows?

 

It just is not that important or realistic to track it down.

 

Garycarla, thank you for taking the time to read my post. I guess it matters to me... I work for a company that bends over backwards for their customers. Perhaps my standards are a bit too high.

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Yes, I've gotten an item back. Cruise line mailed it to me and I offered to pay the postage. But I wouldn't get my hopes up. I left a sweater - nobody wants a sweater. I'm sure somebody would want those headphones.

 

CI66774, well at least you got back your sweater! You're right, they are $400 headphones... my expectations may be lofty. I certainly will let everyone know how the story ends.

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Not on the cruise itself but Super Shuttle transport from LAX to San Pedro pier. Left my purse with $1500 iPad, phone, mini etc. we called from the hotel to LAX Shuttle. The driver had just returned to LAX. He drove all the way back to San Pedro to return my purse. My husband gave him a very generous tip which he said was too much. There is much kindness out there!

 

 

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Not on the cruise itself but Super Shuttle transport from LAX to San Pedro pier. Left my purse with $1500 iPad, phone, mini etc. we called from the hotel to LAX Shuttle. The driver had just returned to LAX. He drove all the way back to San Pedro to return my purse. My husband gave him a very generous tip which he said was too much. There is much kindness out there!

 

Agnesd, that's awesome! What an amazing person - I'm glad your husband gave him a great tip ;) Faith in humanity partially restored.

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Garycarla, thank you for taking the time to read my post. I guess it matters to me... I work for a company that bends over backwards for their customers. Perhaps my standards are a bit too high.

 

I agree. It matters much to you. And I tend to agree that companies should work hard for customers. Sometimes it is just difficult. Not sure what those particular headphones looked like, but there are two different ways they could be perceived.

 

1 - Just another set of headphones. Somebody could think they were of little value or even broken. Just possible.

 

2 - A great set of headphones and the steward or one of many others that could have been in your room realized it and "borrowed" them. Any maybe the steward put them on the cart to give to Lost and Found later, but then they disappeared.

 

Bottom line - if they did not get turned in to the right place in the middle of the craziest 4 -5 hours of the week for the crew... well, they can not make them appear with even better customer service.

 

By the way, my Mom left her cell phone under her bed on once cruise. No luck getting it back either. Luckily that was before the days of thousand dollar phones - LOL!

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Thanks for the response deladypilot! I didn't consider that. That poor intern. After working with NCL Customer Relations, I feel like my business doesn't matter to NCL, and you never want your customer to walk away feeling that way.

 

 

 

I’m curious what you are expecting. I’m sure that if the item is found and properly identified as yours it will be returned to you in some way. If it’s not it won’t. Are you expecting them to reimburse you for them if it’s not? That seems unreasonable to me. I’ve certainly left items places before and while I check to see if they get turned in, generally assume anything I’ve left is gone and if if it’s returned then I really lucked out.

 

 

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I left something behind (power strip and phone charger) - not super expensive or anything - and did all the same things OP mentioned and never got anything back or heard anything further.

 

BUT - interesting experience on Carnival Miracle this past July - when I was attempting to disembark (you know that final sad moment at security when your cruise vacation is officially over) - well, the security guard had a message come up for me and said I needed to go to guest services - I was so confused and said why (as I knew my account was settled) and he said - something for you at lost and found. And sure enough, I had left my wireless headphones in the desk drawer and my room steward had returned them. I was very thankful!

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Why didn't he jump in and grab it? ;p

 

 

 

I didn't know it until after we left, but boy if we could dive in that harbor I bet there would be lots of great finds down there! What I do know is my son's Star Wars BB-8 is not alone and lives at the bottom of the NY harbor with Frozen.

 

Anyway, best of luck getting your head phones back. You will have to let us know if you get them back.

 

 

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My niece lost her cellphone. We tore the toom apart to no avail.

 

Then I reveived an email from our concierge, Hanno, a few days later. The phone was found in the casino. He even arranged for one of his current guests who lives in our city to bring it home with him. My BIL picked it up.

 

This took a little over 2 weeks.

 

 

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I had something similar happen on a flight to Barcelona. I lost my iPad, absolutely my own stupidity. So I used the form of the airline and was pretty sure I would get it back. The workflow wasn't the most customer friendly anyway so when I got the message that it wasn't found I was pretty annoyed as I was sure the airline just didn't care.

 

But a bit later I got the gps position of my iPad near a park and public library in Barcelona. So I guess someone was stupid enough taking it and either risking his job or getting caught by the police for such little value.

 

Same might have happened after you checked out and the staff opens all passenger doors for easy turnover of the rooms.

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CI66774, well at least you got back your sweater! You're right, they are $400 headphones... my expectations may be lofty. I certainly will let everyone know how the story ends.

 

 

 

Did you have travel insurance? Can you possibly file a claim with them for the $400?

 

 

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Hey guys!

 

First time poster, long time lurker here on Cruise Critic!

 

Recently I took my first cruise on NCL. (Fourth cruise overall.) It was the Western Mediterranean Cruise out of Barcelona on the Epic. The cruise overall was great, but I'm starting to have second thoughts about NCL's customer service...

 

I admittedly did a silly thing. Upon debarkation I left my Bose Wireless Headphones on top of the coffee maker in my stateroom. It was very early in the morning, my sis and I were rushing off to the airport and I guess they kind of blended in with the coffee maker. I didn't notice they were missing until I got to the airport.

 

So I crossed my t's and dotted my i's. I called customer relations and created a lost and found claim. It's been well over the 10 day SLA response time and no one seems to want to help me. When I call guest relations, they say they are not responsible for lost items. The thing is, I didn't lose it. I left it behind :/

 

So my question to you guys is: Have you ever left something of value in your stateroom, and it was never returned?

 

I am really rooting for my steward Jeremy, who was great during the week and got a decent tip, turned them in for me, but who knows if they could have been swipped in the meantime.

 

Thanks so much in advance, I'm really at my wits end on this one!

 

My wife left a watch in the safe on a Carnival cruise - it was behind the lip on the front of the safe. Got a call from Carnival about a week later - we didn't even know the watch was missing. They returned it.

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My niece lost her cellphone. We tore the toom apart to no avail.

 

Then I reveived an email from our concierge, Hanno, a few days later. The phone was found in the casino. He even arranged for one of his current guests who lives in our city to bring it home with him. My BIL picked it up.

 

This took a little over 2 weeks.

 

 

Sent from my iPhone using Forums

 

Very nice - above and beyond. I like outcomes like this. :)

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