Just Not Treated Right

[Jab5549]

I have been on 8 cruises in the past twenty months, ALL on NCL. I stay in an owners suite, courtyard villa or penthouse suite ( recently only villas ) I am now over sixty, somewhat retired, love to cruise and am getting a poor signal from NCL that only if your staying in a basic room will they upgrade you, discount you or try to appeal to you. Their ad says free upgrades for EVERYBODY! but this is not so. If you want to spend triple to five times what everyone else is paying, there are no discounts or upgrades. I am also a Harrah's Diamond Player. Used to get a twenty percent discount but no more. If I stay in a balcony room for less money, they give a twenty percent discount, but because I like the amenities to the villas, I only get 10%. Does't seem right. I guess all things are'nt equal. You would think that they would go out of there way for those who are very repeat customers, who are willing to spend the additional monies for the better rooms to maybe treat them to the specialty restaurants instead of charging an additional $15. What extra does it really cost, I have to eat anyway. I own two restaurants on Long Island. It's possible that Kevin Sheehan has eaten in at least one of them because he lives in my neighborhood. And if he were a regular, like any other regular, he would know that I buy regulars a drink, an appetizer or a dessert just for being regulars, because without them, I wouldn't be in business. Companies that give things away to lure new people in are missing the big picture. It's all about the regulars. We all want to be acknowledged, we all love the attention and we all want to feel special. As an owner whos business is growing even in these hard times, I love to see repeat customers talking to other repeat customers who ultimately come just to see the other regulars, A meeting place. So why is it that NCL does not acknowlege me when I book a cruise ( which I only do through them ) My history is in the computer. Why is it that they don't go out of their way for me when I'm on board. Perhaps it's time to look at other lines. No matter where I go, I'll become a regular. Sad if you lose me

[Sauer-kraut]

I believe his name is Kevin Sheehan

 

So, you don't get extra things for being a Latitudes member? You don't feel the exclusivity of Cagney's for lunch and dinner aren't worth what you're paying for? Why not book a regular balcony cabin or mini-suite even and get your 20% discount. If the suites are in demand it follows the economic adage, raise the price (or in this case lower the discount) for the popular rooms that are selling and slash the price on those that are not.

[david_sobe]

I hear and understand some of your frustrations. But remember cruise lines are in the business to make money. It costs a fortune to take a full ship on a 7 night cruise and just the fuel for the trip is a half a million dollars.

When I took my first cruise, I felt nickel and dimed to death. But I saw a documentary behind the scenes on the NCL Pearl and was amazed how much selling it took for a cruise to make a profit. The cabins must be 105% booked, full excursions, and lots of drinking and gambling. The cruise they featured was 7 nights Western Carribean and had 95% sold cabins and it was not until the 6th night of the cruise that NCL broke even and barely made a profit.

After I saw the show, I understood the need to sell just about everything. For example, you can spend $10,000 on an owners suite but they will stil charge you $2.50 for a can of coke at dinner LOL :)

Welcome to the world of cruising ;)

[pmatawan]

I have been on 8 cruises in the past twenty months, ALL on NCL. I stay in an owners suite, courtyard villa or penthouse suite ( recently only villas ) I am now over sixty, somewhat retired, love to cruise and am getting a poor signal from NCL that only if your staying in a basic room will they upgrade you, discount you or try to appeal to you. Their ad says free upgrades for EVERYBODY! but this is not so. If you want to spend triple to five times what everyone else is paying, there are no discounts or upgrades. I am also a Harrah's Diamond Player. Used to get a twenty percent discount but no more. If I stay in a balcony room for less money, they give a twenty percent discount, but because I like the amenities to the villas, I only get 10%. Does't seem right. I guess all things are'nt equal. You would think that they would go out of there way for those who are very repeat customers, who are willing to spend the additional monies for the better rooms to maybe treat them to the specialty restaurants instead of charging an additional $15. What extra does it really cost, I have to eat anyway. I own two restaurants on Long Island. It's possible that Kevin Sheehan has eaten in at least one of them because he lives in my neighborhood. And if he were a regular, like any other regular, he would know that I buy regulars a drink, an appetizer or a dessert just for being regulars, because without them, I wouldn't be in business. Companies that give things away to lure new people in are missing the big picture. It's all about the regulars. We all want to be acknowledged, we all love the attention and we all want to feel special. As an owner whos business is growing even in these hard times, I love to see repeat customers talking to other repeat customers who ultimately come just to see the other regulars, A meeting place. So why is it that NCL does not acknowlege me when I book a cruise ( which I only do through them ) My history is in the computer. Why is it that they don't go out of their way for me when I'm on board. Perhaps it's time to look at other lines. No matter where I go, I'll become a regular. Sad if you lose me

 

Very well said. I can't afford your style of Cruising, but I don't think you should be penalized either..

[Jab5549]

Actually not, soda is included in the owners suite as is three bottles of the liquor of your choice. Your missing my point. I don't care that I spend more than most for my cruise. I choose to stay in the best rooms and I never feel nickled or dimed about extras. I never eat in the main dinig rooms I only eat in the specialty restaurants and don't care how much extra I spend. That's the point. It's not about the money, it's about giving to get

[Medtech2]

Actually not, soda is included in the owners suite as is three bottles of the liquor of your choice. Your missing my point. I don't care that I spend more than most for my cruise. I choose to stay in the best rooms and I never feel nickled or dimed about extras. I never eat in the main dinig rooms I only eat in the specialty restaurants and don't care how much extra I spend. That's the point. It's not about the money, it's about giving to get

I am obviously missing the point. It's not about the money. It's not about the perks. Is it that you want the Captain to come by your cabin and/or have dinner with you? That would make sense to me, that suite passengers have a special meal with the Captain....

[jame_g]

I'm not following the point at all.

 

NCL Suites are generally priced very fairly, and typically much better than the competition. Actually, for what you spend on a Penthouse suite, you're lucky to get a balcony cabin on some other lines. Although with the difference in price over a balcony/mini suite, you are definitely paying extra for the perks that come with the suite, and it's more than just a premium for the extra space that you get.

 

Also, the mini-suites (deluxe balconies) don't get upgrades either. Only balconies or below. This has always been the case with upgrade promotions.

 

I guess don't understand the reasoning that all categories of cabins should be subject to the same discounts. Since there is a much more limited supply of suites, they are always going to be in their own pricing category and typically won't qualify for the same type of promotions.

[david_sobe]

I am obviously missing the point. It's not about the money. It's not about the perks. Is it that you want the Captain to come by your cabin and/or have dinner with you? That would make sense to me, that suite passengers have a special meal with the Captain....

Yeah I am missing the point too

But just to stand corrected. I know soda and bottles of liquor come inside an owners suite but dont you still have to pay for one if you order by the pool or restaurant?

The irony of the Epic is the least expensive suite on the ship comes with a spa pass but an owner's suite passenger must pay for the pass.

Just ironic, thats all ;)

[allblueskys]

Sounds like you really wanted to send this to NCL? Maybe you should give them your message before you ditch them and see if its worth it to them to make you happy.

[SuperTrooper00]

I could be wrong, but I think the OP is suggesting that NCL needs to acquire some of the customer service techniques that restaurants and HOtels have been using for years, specific to their best, returning customers. Yes, NCL has "perks" for Suite guests and return guests, but I think the OP is suggesting that they are too impersonal.

It is true, that when you frequent the same restaurant or hotel, they will remember your name, and add a number of nice "touches" just to make you feel special and appreciated. Even some department stores are notorious for doing such.

I could be off, but I think when the OP (who is obviously a top-tier customer) calls to book a new cruise, it would be nice to have a concierge/customer service person appointed strictly to them (like Hotel/Casinos do in Vegas). Then, that person would make things more personal, and add certain perks for them (a signed note, bottle of champagne, free dinner at Cagney's, etc as examples).

If I am wrong, please correct me OP.

[SuperTrooper00]

One more note, to the best of my knowledge, no cruiseline does this. So, if they were to, NCL would be the first.

[poppadaddycruiser]

I just think it's great that the OP has had the opportunity to become the successful person they are in this country after working hard to obtain it! What a great country...

 

Some day I'll have these same 'problems'.. can't wait.

 

Seriously NCL if you have a repeat customer constantly booking your most expensive rooms - take care of this.

[Jab5549]

Simply put. Don't advertise free upgrades for EVERYONE when this is not a true statement. Item #2. To become a diamond player you must spend a certain amount of money each year. For those who spend the money they get perks. In this case if you use your diamond statis on a lesser room you get higher discounts. A diamond player discount should be the same for every room on the ship not just the cheaper rooms. It's not about how many of each rooms are on the ship and what they charge for each room. As for dinner with the captain, been there, done that. In most instances the captain does not even show up to his own gatherings. Villas and suites are invited to have drinks with the captain on deck 14. Other officers appear on behalf of the captain but he himself is nowhere to be found. Have done tours of the bridge and the captain is nowhere to be found. Some captains don't want to be found and that's o.k. Some captains are very pleasant and love to chat with guests and that's o.k.

I've had ono on ones with captains because we shared interests. This is about proper & honest advertising and proper discounts where they should be applied. I'm now done with this forum

[cruisemainiac]

How many times have any of us seen the words "some restrictions apply" part of any promotional offer?

[Jab5549]

Thank you, I think you understand

I could be wrong, but I think the OP is suggesting that NCL needs to acquire some of the customer service techniques that restaurants and HOtels have been using for years, specific to their best, returning customers. Yes, NCL has "perks" for Suite guests and return guests, but I think the OP is suggesting that they are too impersonal.

It is true, that when you frequent the same restaurant or hotel, they will remember your name, and add a number of nice "touches" just to make you feel special and appreciated. Even some department stores are notorious for doing such.

I could be off, but I think when the OP (who is obviously a top-tier customer) calls to book a new cruise, it would be nice to have a concierge/customer service person appointed strictly to them (like Hotel/Casinos do in Vegas). Then, that person would make things more personal, and add certain perks for them (a signed note, bottle of champagne, free dinner at Cagney's, etc as examples).

If I am wrong, please correct me OP.

[Got2Cruise]

I am a bit confused by your post because you are throwing in Diamond Player. Are you getting these suites comped? Do you want the meals and drinks comped too?

[janetz]

I have been on 8 cruises in the past twenty months, ALL on NCL. I stay in an owners suite, courtyard villa or penthouse suite ( recently only villas ) I am now over sixty, somewhat retired, love to cruise and am getting a poor signal from NCL that only if your staying in a basic room will they upgrade you, discount you or try to appeal to you. Their ad says free upgrades for EVERYBODY! but this is not so. If you want to spend triple to five times what everyone else is paying, there are no discounts or upgrades. I am also a Harrah's Diamond Player. Used to get a twenty percent discount but no more. If I stay in a balcony room for less money, they give a twenty percent discount, but because I like the amenities to the villas, I only get 10%. Does't seem right. I guess all things are'nt equal. You would think that they would go out of there way for those who are very repeat customers, who are willing to spend the additional monies for the better rooms to maybe treat them to the specialty restaurants instead of charging an additional $15. What extra does it really cost, I have to eat anyway. I own two restaurants on Long Island. It's possible that Kevin Sheehan has eaten in at least one of them because he lives in my neighborhood. And if he were a regular, like any other regular, he would know that I buy regulars a drink, an appetizer or a dessert just for being regulars, because without them, I wouldn't be in business. Companies that give things away to lure new people in are missing the big picture. It's all about the regulars. We all want to be acknowledged, we all love the attention and we all want to feel special. As an owner whos business is growing even in these hard times, I love to see repeat customers talking to other repeat customers who ultimately come just to see the other regulars, A meeting place. So why is it that NCL does not acknowlege me when I book a cruise ( which I only do through them ) My history is in the computer. Why is it that they don't go out of their way for me when I'm on board. Perhaps it's time to look at other lines. No matter where I go, I'll become a regular. Sad if you lose me

 

 

I assume you have cruised other lines? If not, time to try them all. ;) Start with Celebrity. I do agree with what you are saying.

[phillygirl63]

There are a few things that bother me about the OP's complaints.

 

First, when I made my recent booking, I understood clearly that the 4 category upgrade offer was going to stop at the highest balcony category and would not get me or anyone else into a suite after booking 3 categories lower.

 

Second, the OP is only a Silver Latitudes member, having completed 8 cruises with NCL. After he completes his next cruise (his 9th), he will then be at Gold. Before I posted this, I checked the Latitudes benefits and only Platinum members (after 14th cruise) get a free dinner for 2 at LeBistro. They also get complimentary the bulk laundry service and a ship tour plus all the other benefits offered to the other levels.

 

Third, life is too short to be so concerned about whether someone acknowledges your importance. The OP obviously has a wonderful life going, so why dwell on things that really don't impact your life.

 

Thank you.

[peg013]

Simply put. Don't advertise free upgrades for EVERYONE when this is not a true statement. Item #2. To become a diamond player you must spend a certain amount of money each year. For those who spend the money they get perks. In this case if you use your diamond statis on a lesser room you get higher discounts. A diamond player discount should be the same for every room on the ship not just the cheaper rooms. It's not about how many of each rooms are on the ship and what they charge for each room. As for dinner with the captain, been there, done that. In most instances the captain does not even show up to his own gatherings. Villas and suites are invited to have drinks with the captain on deck 14. Other officers appear on behalf of the captain but he himself is nowhere to be found. Have done tours of the bridge and the captain is nowhere to be found. Some captains don't want to be found and that's o.k. Some captains are very pleasant and love to chat with guests and that's o.k.

I've had ono on ones with captains because we shared interests. This is about proper & honest advertising and proper discounts where they should be applied. I'm now done with this forum

 

Actually the advertisement is true. Everyone that wants a free upgrade can get one, just book an inside through balcony. NCL is not denying you an upgrade, you are when you choose a suite. Your choice! Have a sweet suite, or an upgrade.

[Jab5549]

Key word EVERONE. Their ad is not for everyone and that's o.k. Just don't advertise EVERYONE. I'm not complaining of the cost or if it is a good price or not. It changes constantlly. There is no fixed price

I'm not following the point at all.

 

NCL Suites are generally priced very fairly, and typically much better than the competition. Actually, for what you spend on a Penthouse suite, you're lucky to get a balcony cabin on some other lines. Although with the difference in price over a balcony/mini suite, you are definitely paying extra for the perks that come with the suite, and it's more than just a premium for the extra space that you get.

 

Also, the mini-suites (deluxe balconies) don't get upgrades either. Only balconies or below. This has always been the case with upgrade promotions.

 

I guess don't understand the reasoning that all categories of cabins should be subject to the same discounts. Since there is a much more limited supply of suites, they are always going to be in their own pricing category and typically won't qualify for the same type of promotions.

[Jab5549]

I've been told that NCL is reading this

Sounds like you really wanted to send this to NCL? Maybe you should give them your message before you ditch them and see if its worth it to them to make you happy.

[d man]

I have been on 8 cruises in the past twenty months, ALL on NCL. I stay in an owners suite, courtyard villa or penthouse suite ( recently only villas ) I am now over sixty, somewhat retired, love to cruise and am getting a poor signal from NCL that only if your staying in a basic room will they upgrade you, discount you or try to appeal to you. Their ad says free upgrades for EVERYBODY! but this is not so. If you want to spend triple to five times what everyone else is paying, there are no discounts or upgrades. I am also a Harrah's Diamond Player. Used to get a twenty percent discount but no more. If I stay in a balcony room for less money, they give a twenty percent discount, but because I like the amenities to the villas, I only get 10%. Does't seem right. I guess all things are'nt equal. You would think that they would go out of there way for those who are very repeat customers, who are willing to spend the additional monies for the better rooms to maybe treat them to the specialty restaurants instead of charging an additional $15. What extra does it really cost, I have to eat anyway. I own two restaurants on Long Island. It's possible that Kevin Sheehan has eaten in at least one of them because he lives in my neighborhood. And if he were a regular, like any other regular, he would know that I buy regulars a drink, an appetizer or a dessert just for being regulars, because without them, I wouldn't be in business. Companies that give things away to lure new people in are missing the big picture. It's all about the regulars. We all want to be acknowledged, we all love the attention and we all want to feel special. As an owner whos business is growing even in these hard times, I love to see repeat customers talking to other repeat customers who ultimately come just to see the other regulars, A meeting place. So why is it that NCL does not acknowlege me when I book a cruise ( which I only do through them ) My history is in the computer. Why is it that they don't go out of their way for me when I'm on board. Perhaps it's time to look at other lines. No matter where I go, I'll become a regular. Sad if you lose me

I book mostly Owner's Suites and Garden Villa's and agree with you 100%. You should send your comments to NCL at:

 

NCL Customer Relations

7665 Corporate Center Drive

Miami, Florida 33126

[Jab5549]

As a diamond player, we are entitled to a 20% discount as a courtesy for being that tier player. They used to offer 20% on all rooms but now will only give it on the lesser rooms. 10% to the villas. This is not a comp but a courtesy for all that we gamble during the course of a year. As a gambler there are many other perks but it really doesn't matter what they are

I am a bit confused by your post because you are throwing in Diamond Player. Are you getting these suites comped? Do you want the meals and drinks comped too?

[A1SusieQ]

I have been on 8 cruises in the past twenty months, It's all about the regulars. We all want to be acknowledged, we all love the attention and we all want to feel special. As an owner whos business is growing even in these hard times, I love to see repeat customers talking to other repeat customers who ultimately come just to see the other regulars, A meeting place. So why is it that NCL does not acknowlege me when I book a cruise ( which I only do through them ) My history is in the computer. Why is it that they don't go out of their way for me when I'm on board. Perhaps it's time to look at other lines. No matter where I go, I'll become a regular. Sad if you lose me

 

 

The point is well made. I too am a Long Island Business Owner that is very customer service oriented. My business thrives on repeat customers. My family and I have taken 6 NCL cruises all in suites. I agree that it would be nice to be sitting at a table in Le Bistro and a martini brought over saying "This is compliments of the Hotel Director/Captain and thanks for coming back." It isn't about the cost of the martini, it is the effort extended to make me feel welcome and special. I treat my customers that way and it works!

[Jab5549]

We do and we do love Celebrity. Thank you

I assume you have cruised other lines? If not, time to try them all. ;) Start with Celebrity. I do agree with what you are saying.