How to request a different butler before your cruise.

[che5904]

I wish it were fleet-wide. .

 

This has only been going on, I think for the last month. Rumor has it that this is a test before making it fleet wide. NCL always seems to do a test on one ship before implementing something. So if it works well for them, then your wish may come true.

[rsinj]

My medical issues are due to a double lung transplant. It means I take anti rejection drugs and they must me taken at a certain time and with food. I explained this to Das several times and it was like it went in one ear and out the other. That was the only food we ordered in our suite...

I'm not going to downplay your condition, your medication needs, or how you manage it.

 

However, if you have a critical need for food at specific times to have with your medication, it would seem to be easy enough to just keep some food in the suite. Everyone has a fridge, everyone has plates with some snacks for those times they need it. You or a family member could very easily bring a plate back from the buffet for you. Seriously, if there's one thing you simply cannot complain about on a cruise, and specifically in a suite, is a lack of food - it's everywhere you turn.

 

I think this thread and the other are getting a bit out of hand.

 

People are getting worked up over nothing.

 

Howard

[rsinj]

In contrast, when we showed up last year with the same group in both GVs, it took four hours to get on the ship, the room wasn't opened up when we got there, and there was a lot of stuff to be done once we hit the room that we all would have liked to have had set before we got on board--especially after a four hour boarding nightmare...

 

If you arrived at the port at 10AM, I could see that happening. Maybe the prior cruise took a bit longer to unload for some reason? Whatever, I think most everyone (including yourself) is aware that is an exceptional situation.

 

No matter what cabin/suite you have, you may not be able to go in immediately when you board.

 

Howard

[Jamisonke]

I'm not going to downplay your condition, your medication needs, or how you manage it.

 

However, if you have a critical need for food at specific times to have with your medication, it would seem to be easy enough to just keep some food in the suite. Everyone has a fridge, everyone has plates with some snacks for those times they need it. You or a family member could very easily bring a plate back from the buffet for you. Seriously, if there's one thing you simply cannot complain about on a cruise, and specifically in a suite, is a lack of food - it's everywhere you turn.

 

I think this thread and the other are getting a bit out of hand.

 

People are getting worked up over nothing.

 

Howard

 

I think this is a ridiculous statement. The point of this is not what she or her party could have done - the point is that they asked the butler for something that he didn't do. The problem I have with that is that we pay NCL, often handsomely, for those suite services and the butler is in turn paid to do a job. In my opinion, if a butler is asked to perform a reasonable request, s/he is obligated to do so. This is their job, after all.

[rsinj]

I was well aware that making such a comment in contrast to the group think taking hold would elicit such replies.

 

You may view it as a ridiculous statement, I view it as common sense.

 

 

Howard

[Sea Monster 2]

Right now I've only read that the Gem consierge is calling the suite passengers. I don't recall seeing that it has went fleet wide yet.

 

I hope they start doing it fleet-wide, then. When we sailed concierge level on Disney, they called us and emailed us ahead of time, and we had an 800 number to call to make all of our plans and reservations-- spa, meals, excursions, dietary requirements, everything. It was great to know that the things that were important to us had been organized prior to boarding. I consider this a normal part of the premium experience and was surprised that NCL didn't have something similar. That said, NCL's onboard concierge experience was better-- more hands on and visible-- and we will be doing it again!

[rvsullivan]

I think a lot of folks feel that they pay a lot for "special" services when they book a suite. Nothing wrong with that, but some tend to forget, the butler is taking care of several/many suites. Someone is always going to first and last. No matter how good the butler is, he/she can't do everything at once.What happens when 3 suites want a Cagney's dinner at 6 pm? They do the best they can.

Nowhere in these posts do I see that a request was made through Accessibility Assistance prior to the cruise. If I had a medical issue that was critical I would think it would be coordinated through them prior to the cruise. Also, again I ask, what did the hotel director do when you were not receiving what you needed either from the butler or concierge?

If this is going to be a potential issue before the next cruise why not let the folks that specialize in dealing with handicap/special needs take care of it for you? Instead of all this time trying to change butlers, let the specialists handle it.

[Sam The Cat]

I hope they start doing it fleet-wide, then. When we sailed concierge level on Disney, they called us and emailed us ahead of time, and we had an 800 number to call to make all of our plans and reservations-- spa, meals, excursions, dietary requirements, everything. It was great to know that the things that were important to us had been organized prior to boarding. I consider this a normal part of the premium experience and was surprised that NCL didn't have something similar. That said, NCL's onboard concierge experience was better-- more hands on and visible-- and we will be doing it again!

 

 

I was on the Jewel sailing on 10/08/11 received a call from the Concierge Office wanting to know what types of pillows we wanted, what kind of booze ( got 3 bottles free) Off hand only orderd 2 and was advised to call back when I knew what the 3 would be and if there was anything else could be done to make my cruise more enjoyable. So maybe it is fleet wide now

[ededmd]

I was on the Jewel sailing on 10/08/11 received a call from the Concierge Office wanting to know what types of pillows we wanted, what kind of booze ( got 3 bottles free) Off hand only orderd 2 and was advised to call back when I knew what the 3 would be and if there was anything else could be done to make my cruise more enjoyable. So maybe it is fleet wide now

 

 

Agreed. On the 10/01 Jewel and recd a call on 09/30 regarding pillows, restaurant reservations.

[Sam The Cat]

You are right was asked about resturants reservations but had no idea. We usually make them when we got on board when it hits us that we are going on a cruise

[Mooder]

I'm not going to downplay your condition, your medication needs, or how you manage it.

 

However, if you have a critical need for food at specific times to have with your medication, it would seem to be easy enough to just keep some food in the suite. Everyone has a fridge, everyone has plates with some snacks for those times they need it. You or a family member could very easily bring a plate back from the buffet for you. Seriously, if there's one thing you simply cannot complain about on a cruise, and specifically in a suite, is a lack of food - it's everywhere you turn.

 

I think this thread and the other are getting a bit out of hand.

 

People are getting worked up over nothing.

 

Howard

 

I was well aware that making such a comment in contrast to the group think taking hold would elicit such replies.

 

You may view it as a ridiculous statement, I view it as common sense.

 

 

Howard

 

Howard, it would be common sense if the OP had said their health was at risk because of the butler's behavior. That is not the OP's complaint. I am sure they handled the health situation in a common sense manner and OP was not in danger (at least I hope so). The point is not whether or not there was a remedy to the butler's failure, the point is the failure of a service the OP paid for.

 

If I go to a restaurant and the waiter tells me I have to go to the kitchen and get the food from the chef myself, by your logic, I would have no complaint because I still eat. But my complaint would be that the waiter is not doing his job.

 

ETA: I understand a butler being late because he has a number of cabins to cover. What bothered me about the OP's story was the "not showing up at all."

[che5904]

Howard, it would be common sense if the OP had said their health was at risk because of the butler's behavior. That is not the OP's complaint. I am sure they handled the health situation in a common sense manner and OP was not in danger (at least I hope so). The point is not whether or not there was a remedy to the butler's failure, the point is the failure of a service the OP paid for.

 

If I go to a restaurant and the waiter tells me I have to go to the kitchen and get the food from the chef myself, by your logic, I would have no complaint because I still eat. But my complaint would be that the waiter is not doing his job.

 

I fully agree Mooder. Granted if the situation was that bad it should have been escalated up the ladder but some are not good at doing that type of thing and just expect proper customer service.

[rjm11]

I fully agree Mooder. Granted if the situation was that bad it should have been escalated up the ladder but some are not good at doing that type of thing and just expect proper customer service.

 

I believe the OP DID "escalate up the ladder" by talking to concierge after 3 days and getting a different butler...

[che5904]

I believe the OP DID "escalate up the ladder" by talking to concierge after 3 days and getting a different butler...

 

Yup I realize that, what I was commenting on was one poster that suggested the OP should have taken it further up to the HD when they were not getting anywhere with the butler and consierge.

[Alliea]

We cruised this year...Feb 11. The last poster Jamisonke had the same problem and he cruised in May of this year.

 

The steward ended up doing things for us that were supposed to be the Butler's responsibility and he wasn't too thrilled about it.

 

We escalated the problem three times to Belky's our concierge and she finally replaced him half way through. We gave him a lot of chances.

 

My medical issues are due to a double lung transplant. It means I take anti rejection drugs and they must me taken at a certain time and with food. I explained this to Das several times and it was like it went in one ear and out the other. That was the only food we ordered in our suite...

(also if you call room service they say they will call your butler for you)

 

 

We are not interested inswitching cabins, or ships...why should we?

 

Thanks everyone for your comments...I'll let you know what happens.

 

Toni

When we were not happy with our butler, we called room service, and as you said they said we had to use our butler

[darrengs]

From NCL Haven site:

"And our professional butlers offer the highest level of personalized service 24 hours a day. We are dedicated to making your experience truly first class."

 

I am sorry but I do not agree with the concept that if someone feels service is lacking that they should lower their expectations and modify their vacation plans. The "highest level of personalized service 24 hours a day", doesn't mean "unless they are too busy, if so they don't need to not show up".

[Alliea]

I think a lot of folks feel that they pay a lot for "special" services when they book a suite. Nothing wrong with that, but some tend to forget, the butler is taking care of several/many suites. Someone is always going to first and last. No matter how good the butler is, he/she can't do everything at once.What happens when 3 suites want a Cagney's dinner at 6 pm? They do the best they can.

Nowhere in these posts do I see that a request was made through Accessibility Assistance prior to the cruise. If I had a medical issue that was critical I would think it would be coordinated through them prior to the cruise. Also, again I ask, what did the hotel director do when you were not receiving what you needed either from the butler or concierge?

If this is going to be a potential issue before the next cruise why not let the folks that specialize in dealing with handicap/special needs take care of it for you? Instead of all this time trying to change butlers, let the specialists handle it.

 

In our case-No special services were requested by us. All we wanted was room service (food), breakfast an occasional late snack (9-10 PM)FROM regular menu found in all rooms. This is usually met easily, and happily with regular room service people. We honestly asked nothing much of this guy..and were met with attitude. The older couple next to us used him constantly. I think he clicked with some, and others he did not. And I honestly don't get why he wouldn't with us. We are as low key as they come.

[Alliea]

In our case-No special services were requested by us. All we wanted was room service (food), breakfast an occasional late snack (9-10 PM)FROM regular menu found in all rooms. This is usually met easily, and happily with regular room service people. We honestly asked nothing much of this guy..and were met with attitude. The older couple next to us used him constantly. I think he clicked with some, and others he did not. And I honestly don't get why he wouldn't with us. We are as low key as they come.

We were in a Courtyard room , btw. And this time will be in Owner's Suite, I sure hope it's better! If we were staying in the penthouse rooms, I really wouldn't think I am going to be catered to.

[fergusonvt]

We were in a Courtyard room , btw. And this time will be in Owner's Suite, I sure hope it's better! If we were staying in the penthouse rooms, I really wouldn't think I am going to be catered to.

 

Why?

[Alliea]

Why?

I would LIKE to think Courtyard rooms, and higher get better care, for is paid for these rooms. I am just thinking the price of these rooms are much higher than penthouse , why wouldn't they?

[rvsullivan]

I would LIKE to think Courtyard rooms, and higher get better care, for is paid for these rooms. I am just thinking the price of these rooms are much higher than penthouse , why wouldn't they?

 

By this reasoning, the poor folks in an inside will be searching the trash cans for food. The level of service for any suites is supposed to be the same for all, same butlers/concierge etc. The don't assign "special" staffing for higher end suites and leave the dregs to the low class penthouses.

An earlier poster talked about how someone was a little late and someone in a lesser suite had taken their "special GV seats". Doesn't work that way on any of the cruises I've been on. Suite seating at the shows is for all the suites and they all get seated at the same time, if your late, you take what left, usually in the "regular" seating area. There is very little if any class distinction in the suites. The Haven is a separate category.

I thing this thing has been beaten to death. Op is not going to be happy and the sides have been taken in this battle. I think we've talked it out????:D

[fergusonvt]

I would LIKE to think Courtyard rooms, and higher get better care, for is paid for these rooms. I am just thinking the price of these rooms are much higher than penthouse , why wouldn't they?

 

So I should expect mediocre service cause I booked just a PH?

[rjm11]

I disagree with Alliea....

 

If you have a butler as a perk, you should get the same butler attention regardless. It's included in your fee (and of course your discretionary tips).

 

The price differential reflects the ADDITIONAL perks with each category, such as increasingly bigger rooms (PH are smallest among suites, therefore cost less), access to the courtyard in some cases, free bottles of booze in some cases, and huge garden villas with private hot tubs in other cases. All separate price points.

 

But the service of the butler (or how attentive he/she is) should not reflect a "gradient" related to cost. You either have one, or you don't.

[bliss_fully_happy]

I had the impression that the non-haven rooms with butler service had spread the butlers thinner. Meaning there were more rooms per butler in the lower category rooms. Just an impression I got when I was in a penthouse.

[mpk218]

Wow , I'm very surprised at some of these post's. The facts are ; Butlers are not equal and they do move up to the "highest class Suites " after proving themselves coming up the ladder . I have had this very conversation with several butlers and guess what, the GV's do tend to tip more than the PH's. Its not class warfare , but when you pay $10k a person for a Garden Villa , well you do the math.. Its no different than any other job. Do well , you move to the higher 'tipping" suites. This Das fellow sounds like an anomaly in the systyem.

Its also fairly apparent that there seems to be alot of opinions from people that dont sail in suites . Maybe Im wrong but I dont think so.

I will say this , Das will NOT be our Butler...;)

 

out