Flooded cabin on Crown Princess

[Cruisin' Chick]

Well I would expect any damaged property to be replaced, a different cabin and a sorry.

 

It's actually not that hard to handle situations like this, but cruise lines in general seem to do a bad job of it.

 

Before someone jumps the gun.

 

I have 20 + years running hotels and casinos, stuff happens, the quick and easy way of dealing with a problem like this is to think ahead of what the guest needs and wants, if you overwhelm them with the response the only thing you end up with is guests for life.

 

Here is what I would of done.

 

Ship is sold out, move one of the visiting entertainers out of their cabin, they work in the industry, they understand.

 

Get the guests stuff moved into that cabin (after it has been cleaned).

 

Comp the couple a dinner at Sabatini's, the reason is, that dinner takes hours so you just bought yourself time.

 

Strip the cabin, replace the carpet, find out what was on the floor, replace what you can, have it in the new cabin ready for them after dinner.

 

post a $100 OBC to their account.

 

Above all, sit down (do not stand at the pursers desk) and explain everything to them.

 

After the carpet glue has had time to dry invite them to join you checking the cabin.

 

Move them back in.

 

Excluding shoes etc total cost is around $200 and 9/10 guests will be happy.

 

You would hope that the head of departments (such as hotel) will get in touch with Princess HQs to get some guidance and start trying to make things much better. I can't imagine too many passengers in this position would think that a specialty restaurant dinner could even come close to compensating them for what happened.

 

I hope things do work out for Carolyn.

 

I can empathesize with her about this. We had a major toilet problem (affecting just about the entire plumbing system) on our Amtrak trip in 2004 up to Seattle. Fortunately our sleeper car didn't have a toilet in it but it was very hard trying to find a working toilet during our 40 hour trip. There was a long stop in one station while the plumbers came onboard trying to fix it, but were unsuccessful. And you can smell the problem walking around the train.

 

Definitely press the health issue. I had to take my teen to the ER last night as her asthma was kicking up due to hay fever, that was brought on by a lot of fertilizer being spread around our neighborhood all at once. When I brought this up to the doctor taking care of her, he didn't disagree -- he said his respiratory system gets messed up whenever he's around carpet cleaner. With the OP, there's an extra concern from the bacteria. As stated a few times in this thread, surely they could find some cabin by doubling up on crew, unless they're having to do this for many other passengers.

 

I did see the post on the Princess FB page.

[Host CJSKIDS]

They have changed the carpets and are trying to dry the hall. The ship is totally full. I am curious what else you would expect them to do.

 

Well, when it happened, I did not expect to get the answer that they didn't' want to come up and see the flood or even bother to get on the phone. As there was another leak today and I called on it this morning, I guess I expected that they would attempt to dry that out prior to 7 PM at night. I guess I also expected someone to call on their own to check on us and how we were doing. Carpet is still wet tonight.

 

As I said, a simple we are very sorry and a phone call goes a very long way.

[dog]

What's your cabin steward saying about this?

If it was my room I'd be out there telling everybody about it.

Is this a balcony cabin? If so keep the balcony door open as much as possible.

 

So sorry this has happened to you.

[vmom]

Looked over at the Princess facebook page and luckily there are now two posts about the flooding. The hope is that since Princess reads and posts on that page, maybe someone will get the ball rolling a bit quicker and get some faster action to fix the problem.

 

I love Princess and feel that Princess puts out a quality product. I will continue to cruise with Princess for that reason.

 

That said, I think they are not following through with good service in fixing this issue. Yes, stuff happens...however, how that stuff is responded to is what counts.

 

Jetwet1 has the right idea. When things like this happens, good customer service doesn't put off fixing the problem. It wouldn't be as hard to deal with if the customer knew the situation was being taken seriously and dealt with.

 

I am hoping by the emails to HQ that the OP sent along with the various posts on facebook and cruisecritic, that someone gets the ball rolling to rectify it.

[vmom]

They have changed the carpets and are trying to dry the hall. The ship is totally full. I am curious what else you would expect them to do.

 

 

How about fixing the leak for a start.

 

The OP said it flooded yesterday...carpet was changed. Now the new carpet is wet and now the area stinks. Obviously the leak was not fixed. When they called about the problem still leaking, no one has come to address the issue hours later. I don't think that is asking too much.

[pms4104]

Perhaps simple phone calls is not the way to resolve this issue.

 

Maybe a face-to-face visit with the front desk ... and a polite request to meet with the Hotel Manager? And on up the food chain, if necessary, til the issue is addressed properly and rectified.

 

As someone else here suggested, someone (staff, entertainer) can and should be vacating their digs for these passengers.

[Love.II.Cruise]

This ship turns around on Nov. 19. It'd be interesting if they fix these problems before the next sailing.

[MarkAMik]

This ship turns around on Nov. 19. It'd be interesting if they fix these problems before the next sailing.

 

I am on that next sailing...11/19.

 

The OP is in D328...I'm down the hall and across the ship in D605...

 

I'll certainly wander down to the "scene-of-the-crime" to see what's going on...and I'm sure my nose will probably be over-sensitive to any smells.

 

I'll report whatever I see/smell...or what I don't see/smell!! :)

[Shogun]

Hi All

 

Have cruised on the Crown a few times and have had some small issues, however never had a problem getting anything fixed.

 

However over my time cruising with Princess we have moved cabin, been offered another cabin, had blocked loos a few times, only once it did over flow but did not get out of bathroom.

 

Never had a problem getting anything fixed, always first class service, now the front desk is not the place to get anything fixed on this scale you need to be speaking directly to the Hotel Manager, now he may well pass the day to day management of the issue to another, but he or she is the person to speak to.

 

Once when I reported problems, this was on the first day and I was not going to accept my cabin , in the time it took me to walk back to my cabin an officer was waiting out side to see me,

 

other times we have been given a time table of when things would be fixed, as we had to be out the cabin for so many hours,

 

apart from been given flowers, wine, free meals, we were also invited to dine with senior staff, we were even invited to meet the Captain who was the Commodore, Princess also offered future cruise credits once into the thousands of $.

 

Princess is not perfect, things do break down, some times service is not up to standard, but to get things fixed you must speak to the right person

 

no point in going to the wrong person 100 times just go to the correct person at the start of any issue.

 

yours Shogun

[Dorset Cruiser]

Hi All

 

Have cruised on the Crown a few times and have had some small issues, however never had a problem getting anything fixed.

 

However over my time cruising with Princess we have moved cabin, been offered another cabin, had blocked loos a few times, only once it did over flow but did not get out of bathroom.

 

Never had a problem getting anything fixed, always first class service, now the front desk is not the place to get anything fixed on this scale you need to be speaking directly to the Hotel Manager, now he may well pass the day to day management of the issue to another, but he or she is the person to speak to.

 

Once when I reported problems, this was on the first day and I was not going to accept my cabin , in the time it took me to walk back to my cabin an officer was waiting out side to see me,

 

other times we have been given a time table of when things would be fixed, as we had to be out the cabin for so many hours,

 

apart from been given flowers, wine, free meals, we were also invited to dine with senior staff, we were even invited to meet the Captain who was the Commodore, Princess also offered future cruise credits once into the thousands of $.

 

Princess is not perfect, things do break down, some times service is not up to standard, but to get things fixed you must speak to the right person

 

no point in going to the wrong person 100 times just go to the correct person at the start of any issue.

 

yours Shogun

 

 

My goodness, it must have been some catastrophe to be given thousands of $ future cruise credits when the OP is only offered a free dinner for having her cabin floor covered in water from the toilet which could turn out to be sewage and, to make it even worse, the same thing apparently happening again:eek:

[Host CJSKIDS]

They have changed the carpets and are trying to dry the hall. The ship is totally full. I am curious what else you would expect them to do.

 

How about fix the leak so it doesn't keep coming into my cabin and drying the area that is wet???

[johnmik1]

We had a waterfall in our cabin on Island in 2003.The fresh(thank God)water pipe above our cabin broke and when we returned to our cabin from the Acapulco sailaway,the cabin was totally flooded.We alerted the room steward and there were people running everywhere putting towels down in the cabin.As the water was still cascading from the ceiling,I suggested that thay might want to deal with the cause rather than the effect and turn the water off.I grabbed my electronics and my bottle of Dewars and retreated to my neighbors cabin for a drink.A few minutes later,the first purser arrived being followed by a waiter with a bottle of their better Champagne and 2 flutes.He explained that the cabin had to be disassembled and would be habitable at 10:00 the next morning.They had one mini-suite that had no balcony available and we were given the access key to that room.Since they had to take all of our clothing out to clean(24 of the laundry slips)we just took our toiletries and a few dry items.They had MDR dinner delivered to the new cabin as it was a formal night and all we had dry were shorts.We woke up the next morning to a clothes rack, outside the new cabin,with everything,including underwear,on its own hanger.They moved it to our old mini-suite that was now completed.The purser came to our cabin and gave us $150 in SBC and after talking we made a date for dinner.He later told us that if the cabin we were moved to had been occupied,we would have had his cabin as they don't keep cabin open for emergencies.They expect a certain # of no shows and use their cabins for these situations.He later called and said that since we were so ameniable during the situation that the Captain wanted to invite us to the bridge for the full transit of the Panama Canal.A very nice experience!We are now very good friends with the purser who is now a Hotel General Manager and talk to him frequently.When we have seen Capt. Pomata on other cruises he always asks if our cabin is flooded!

[Woodmnky]

We had a waterfall in our cabin on Island in 2003.The fresh(thank God)water pipe above our cabin broke and when we returned to our cabin from the Acapulco sailaway,the cabin was totally flooded.We alerted the room steward and there were people running everywhere putting towels down in the cabin.As the water was still cascading from the ceiling,I suggested that thay might want to deal with the cause rather than the effect and turn the water off.I grabbed my electronics and my bottle of Dewars and retreated to my neighbors cabin for a drink.A few minutes later,the first purser arrived being followed by a waiter with a bottle of their better Champagne and 2 flutes.He explained that the cabin had to be disassembled and would be habitable at 10:00 the next morning.They had one mini-suite that had no balcony available and we were given the access key to that room.Since they had to take all of our clothing out to clean(24 of the laundry slips)we just took our toiletries and a few dry items.They had MDR dinner delivered to the new cabin as it was a formal night and all we had dry were shorts.We woke up the next morning to a clothes rack, outside the new cabin,with everything,including underwear,on its own hanger.They moved it to our old mini-suite that was now completed.The purser came to our cabin and gave us $150 in SBC and after talking we made a date for dinner.He later told us that if the cabin we were moved to had been occupied,we would have had his cabin as they don't keep cabin open for emergencies.They expect a certain # of no shows and use their cabins for these situations.He later called and said that since we were so ameniable during the situation that the Captain wanted to invite us to the bridge for the full transit of the Panama Canal.A very nice experience!We are now very good friends with the purser who is now a Hotel General Manager and talk to him frequently.When we have seen Capt. Pomata on other cruises he always asks if our cabin is flooded!

That is how things should be handled. I'm glad that it turned out for you, I really hope things turn around for the OP.

[Mrs. Wilburforce]

That is how things should be handled. I'm glad that it turned out for you, I really hope things turn around for the OP.

 

I agree. I would have felt adequately compensated in Woodmnky's situation.

As for the op, I think everything has been said. I posted on FB as I feel it's the only thing I can do.

The only thing I can add is contacting the Centers for Disease Control and report what's been happening thus far. Since we have no way of knowing what you might have been exposed to, at least you'll be on record as having reported the incident. They do the health inspections of cruise ships and if the op can go face to face with an officer and tell them the CDC has been notified, I'm betting you'll see an increase in interest in your plight.

[compozer]

We will be on the Crown in five weeks and I'm really interested in what is going on with your cabin. On our cruise (Grand) a year ago, our big planter must have been overwatered and our carpeting was soaked. After four days (14 day cruise) I got tired of wet feet and I finally asked them to take the plant out. Then they brought in a huge fan for two days (man, that was loud - really couldn't be in the cabin while it was running). I was a little upset that our steward didn't do something earlier - maybe he didn't realize it since he wore shoes. We were never offered anything for the inconvience and not even a "I'm sorry". Then the next week we received a call at 8am asking if they could come in to varnish our balcony rail and furniture. I said sure. BIG mistake. We came back to the cabin after lunch to find the smell in the cabin so strong that it made me very sick. I did go up to the desk and asked if we could spend the afternoon up in the Sanctuary and finally after many calls, they said ok - it was a port day and no one was there. To make a long story short, the smell was still strong that evening and I was sick all night - still terrible the next day and the wood was still tacky two days later so we couldn't use it - why varnish in 80 degree weather with 90% humidity. Again, we were never offered anything.

[2little time]

Well, my cruising luck was not there this sailing. Today we came back to our cabin and guess what, the entire cabin is totally flooded from one end to the other! The toilet system has been having issues I guess on the ship, and today I was lucky enough to have the system dump eveyrthing into our room. From the door to the closet to the bathroom to the sliding door, it was everywhere.

 

I am extremely unhappy with how it was handled. Getting anyone up here was just plain fun. the ship is sold out. They originally wanted us to move everything. They have replaced the carpet which now stinks of carpet glue. This is going to be wonderful for my asthma that I can get.

 

our shoes and suitcases were sitting in God knows what.

 

Missed out on our planned day for Curacao as we had to deal with this and couldn't even get ready in our cabin.

Now many of you know me, I am not a huge complainer and my reviews always reflect that while I notice some things, I love my cruises. But today was handled poorly and tonight what we were offered was dinner. I have told them I will think about it.

I am so sorry to hear about your situation. Have you checked with the physician on board to see if you need any immunizations as a result of your contact with what may have been sewage? Usually Tetanus and Hepatitus injections are required. I would recommend you do this and document the response for future us. :confused:

[4x4bob]

How about fix the leak so it doesn't keep coming into my cabin and drying the area that is wet???

 

Has any offer to clean your suitcases been made? Since they got wet from the yuki stuff you do not want to pack your stuff in them to go home until they are cleaned.

 

Bob

[Mrs. Wilburforce]

I am so sorry to hear about your situation. Have you checked with the physician on board to see if you need any immunizations as a result of your contact with what may have been sewage? Usually Tetanus and Hepatitus injections are required. I would recommend you do this and document the response for future us. :confused:

 

Well done. I'm ashamed that I didn't think of that. (I'm a retired RN.)

Hepatitis exposure would definitely be top on the list. The vaccine is a series and may not provide immediate protection, however some forms of Hepatitis have a long incubation period and the vaccine would help along with Gamma Globulin aka Immune Globulin to boost the immune system. Yeah, I'd definitely check it out. There are many Hep viruses out there. When we were exposed to Hep B in the hospital, it used to be sop for the nurses to give each other IgG. Even if the op has had the series for Hep, I'd ask about the IgG injection. If you have a possible exposure to raw sewage, I would report this to the ships doctor and deal with the bill later. I'm looking at you, Princess, to eat the cost on this one

I don't mean to ramble, but I think getting these passengers out of the room, seeing to their comfort, going all out for the inconvenience, dealing with their damaged luggage and clothing, seeing to any possible health risks and we all would have said, stuff happens but the cruise line is handling it. The fact that they seem not to be handling this is what is so maddening to me.

[vmom]

Maybe I missed something earlier in this thread, but my understanding was that the source of the flooding, other than it originating from the bathroom, was still unclear.

 

I don't remember that it was identified as raw sewage. Could be a break in the water supply system.

[WVBill]

Maybe I missed something earlier in this thread, but my understanding was that the source of the flooding, other than it originating from the bathroom, was still unclear.

 

I don't remember that it was identified as raw sewage. Could be a break in the water supply system.

 

 

Third sentence of OP: " The toilet system has been having issues I guess on the ship, and today I was lucky enough to have the system dump eveyrthing into our room. "

[dexter483]

I am on that next sailing...11/19.

 

The OP is in D328...I'm down the hall and across the ship in D605...

 

I'll certainly wander down to the "scene-of-the-crime" to see what's going on...and I'm sure my nose will probably be over-sensitive to any smells.

 

I'll report whatever I see/smell...or what I don't see/smell!! :)

 

 

We are in room D605 on the 11/26/11/ trip.. Please take very good care of the room LOL ... And if you extra bottles of wine.. you can leave them there... I'll take care of them..LOL...Have a great trip...

[HazyDavy]

We are in room D605 on the 11/26/11/ trip.. Please take very good care of the room LOL ... And if you extra bottles of wine.. you can leave them there... I'll take care of them..LOL...Have a great trip...

 

From the sound of things, you might be better off with a bottle of Fabreze.

[scubababy]

I am so sorry you are going through this.

 

We had almost the same exact happen to us on a NCL cruise we were taking in Hawaii. The Jacuzzi line broke and flooded several rooms on our floor. It was a mess. We were so busy touring the island during the day, and to come back to this mess was disheartening and very very troublesome.

 

Unless you've been through something like this on a cruise ship, you really don't understand the inconvenience. Walking around on soaked carpets, trying to keep your bed free from the stinky mess, trying to keep your feet and shoes "sanitary" during this mess, trying to find space to keep your belongings from being ruined is .........it's just hard to explain how much of a nightmare it was.

 

They actually brought in large fans to run during the day to try to dry the carpet which is ok if you are off the ship. Otherwise, it's a complete PITA when you are in the room.

 

Like your issue, the flooding kept on going, and the stink kept getting worse. The smell was awful. I was traveling with young child under 4 at that time, and elderly parents. The mildew smell and wet carpet was becoming a sanitary issue and health hazard to our family. (Daughter had asthma issues at that time).

 

It was like an act of Congress to get another room, but I stood my ground and got my in-laws moved and our family moved to other cabins. Having to pack up and settle in to new quarters with two days left of the cruise was a nightmare.

 

Anyway, I would suggest you go straight to the top on this, and demand it get rectified. The wet carpet and resulting mold and mildew is health hazard.

[MM1998]

Princess has now posted a reply on Facebook. For those who can't view it, here it is:

 

Princess Cruises We spoke to management onboard and we regret that these passengers experienced stateroom issues. We are very sorry they didn't accept our offers of assistance in the form of a stateroom move and compensation. Our Customer Relations team will be happy to discuss in more detail with them upon their return home.

[sarar]

Has anyone seen the comment Princess Cruises have just put on FB?

https://www.facebook.com/PrincessCruises/posts/10150404187044060?ref=notif&notif_t=feed_comment_reply Can't remember the OP ever being offered a different stateroom, or did I miss something?