Service Issues on Reflection

[JLSPOOL]

Well those service issues concour exactly with our experiences - on the Eclipse, we never had so different service on our previous X- cruises- and I too was a die hard X- Fan. Seems the service standarts have a " slight" tendency to slip!

 

 

We've had a range of attitudes on Celebrity ships. On some cruises the crew is upbeat and helpful, and we feel it.

 

On other Celebrity cruises, we get the "eye darts" from service crew in food and beverage departments with surly rebukes to us from the managers.

 

We take our cruise and go with the good and bad of the day. The cabin Stewards and MDR waiters are most consistently excellent.

 

jls

[waterbug123]

• A bartender was rude to my husband when he ordered a drink from the menu that the bartender clearly did not recognize
  
• A poker dealer was abrupt and unfriendly to both of us but I don't want to detail the incident now
  
• We had dinner on night one at Murano and there was little to no interaction with the staff
  
• We've only seen our stateroom attendant once, and our minor requests (more hangers, please remove the CC champagne) were not dealt with until we asked the housekeeping supervisor.
  

 

 

Arrange to meet with the Hotel Director (via the Captains Club Host/Hostess) and take with your future booking numbers with you to that meeting. Explain to them your concerns and tell them in a polite and respectful voice what needs to be done to make the balance of your cruise enjoyable. If they cannot make it any better, tell them you will be taking business elsewhere.....Just be prepared to say what you want (e.g., comp meals in the specialty, spa treatment, credit to your bill), if anything.

 

I realize cruzbynite is only giving examples of what one might ask for but honestly- if Celebrity (or any cruiseline) started giving out free spa treatments and specialty dining meals every time someone complained that they didn't get their extra hangers, or a casino dealer was unfriendly, then pretty soon everybody and their brother would be cornering the hotel director to complain about every little thing.

In my experience, going in with the "this happened and therefore I want you to give me X or I"ll never book this line again" seldom gets you very far. It just makes you look like a bully.

[Barn Goddess]

We can ask for extra hangers?!? Cool! :-)

[teajak]

Some people are treating SusieV as if she were some one post wonder who posted the "cruise from hell" type of post. But as others have pointed out, she's a regular X cruiser (I would say an X enthusiast:)). If she wants to vent about some service issues, I think she's entitled to do so. She's certainly cruised enough on X to have realistic expectations, which apparently aren't being met this time.

Thank you,I totally agree.She certainly isn't a one post wonder or a chronic complainer.:(

[dln929]

I realize cruzbynite is only giving examples of what one might ask for but honestly- if Celebrity (or any cruiseline) started giving out free spa treatments and specialty dining meals every time someone complained that they didn't get their extra hangers, or a casino dealer was unfriendly, then pretty soon everybody and their brother would be cornering the hotel director to complain about every little thing.

In my experience, going in with the "this happened and therefore I want you to give me X or I"ll never book this line again" seldom gets you very far. It just makes you look like a bully.

 

Well said! What I don't like about the expectation of perks, priveleges, and freebies given to placate complainers is that someone eventually pays for it in the way of higher fares, and I prefer it not to be me.

[wwcruisers]

 

On other Celebrity cruises, we get the "eye darts" from service crew in food and beverage departments with surly rebukes to us from the managers.

 

jls

 

I've never experienced anything like "eye darts" or "surly rebukes" at any time, from anyone on a Celebrity ship. :eek: I wouldn't still be sailing with Celebrity, if I had!

[ORV]

 

I don't cruise expecting that it is the staffs purpose to fawn over me,

 

Ding, Ding Ding!

 

Unfortunately many people are not like you and I. Many people just want to be made to feel special. It truly is the #1 rule that cruise lines should follow.

[miched]

Ding, Ding Ding!

 

Unfortunately many people are not like you and I. Many people just want to be made to feel special. It truly is the #1 rule that cruise lines should follow.

 

Especially those that feel that because they are on a honeymoon, or celebrating a birthday or anniversary that X should do something special for them. Never understood why anyone should feel that they are more important than any other passenger. We are all paying passengers and should be treated the same.

 

 

.

[waterbug123]

Well said! What I don't like about the expectation of perks, priveleges, and freebies given to placate complainers is that someone eventually pays for it in the way of higher fares, and I prefer it not to be me.

 

 

Thanks. I should have gone on to clarify that I don't in any way mean legitimate complaints should not be shared with the appropriate personnel; they should. But it should be from the standpoint of A) informing management of the poor level of service, and/or B) getting the problem fixed. It should not be from the standpoint of "something isn't exactly right so I expect you give me monetary compensation."

[JLSPOOL]

I've never experienced anything like "eye darts" or "surly rebukes" at any time, from anyone on a Celebrity ship. :eek: I wouldn't still be sailing with Celebrity, if I had!

 

Examples:

 

Eye darts= Buffet line, you ask for a plate and get icy stare,long wait for plate

 

Eye darts = Buffet line, you ask for corned beef for breakfast and get icy stare, long wait for portion...

 

eye darts = you ask for dessert in buffet and get long icy stare before help turns away

 

eye darts = other crew will stare at you for a bit then walk away

 

eye darts at bar = taking the bar menu from your hands and sitting it upright without asking you if you want to order

 

 

Tell mgmt you've gotten poor service in a specialty restaurant, and you get the "no it couldn't happen" or "it did not happen".

 

Asked if you had a good shore excursion,and marking down your comment with no comment.

 

Going to a "by invitation only party" and asked if you know it's a "special invitation party".

 

jls

[wwcruisers]

Well, we don't spend a lot of time in the buffet, and we always have our invitations in hand, when we show up for an invitation-only party -- so, that explains part of it. But, we have had problems with food preparation (not service) at a specialty restaurant - and the manager did everything possible to make things right for us. :cool:

[richsea]

In the immortal words of Ray Davies & the Kinks:

"Paranoia will destroy ya!"

[Mepsie]

Examples:

 

Eye darts= Buffet line, you ask for a plate and get icy stare,long wait for plate

 

Eye darts = Buffet line, you ask for corned beef for breakfast and get icy stare, long wait for portion...

 

eye darts = you ask for dessert in buffet and get long icy stare before help turns away

 

eye darts = other crew will stare at you for a bit then walk away

 

eye darts at bar = taking the bar menu from your hands and sitting it upright without asking you if you want to order

 

 

Maybe wearing that dartboard around your neck while on the ship isn't really a good idea after all.

 

[seasearider]

Sorry to hear you were so unhappy with the service you received on Reflection. Interestingly enough you were a bit (or a lot) critical of me when in November, I cancelled this cruise due to some negative comments here on CC from someone on Reflection at the time.

 

As scheduled, we did sail on the Reflection on a b2b in December, something planned many months before we cancelled the 2/23 cruise. Was everything perfect, no. Some service was lacking but understandable as our cruises were the first two in the US. Your service complaints in our OP seemed trivial in comparison to some of our concerns but at no time did I feel the need to come on Cruise Critic during our cruises to complain or inform.

 

Overall we had a wonderful 10 days on the Reflection. Were they our best Celebrity cruises, probably not but we are booked again on Reflection for next year without a bit if worry.

 

We too have many Celebrity cruises under our belt and this cruiseline is indeed changing. I hope you have many future Celebrity cruises that meet your expectations but do keep in mind it is not the cruiseline it was two or three years ago. For some this is bad for others it is good.

[SusieV]

Well, we're home! It was quite a shock to leave the Caribbean and come home to piles of snow!

 

I don't really want to go into too much detail since it was resolved, but it was the casino incident that was the most upsetting to my husband and I. The dealer was way out of line, and the casino manager agreed with that. It certainly did set a negative vibe for that day and we had planned on skipping the casino for the rest of the trip had they not taken care of the situation. When we discussed what happened with the appropriate personnel, they did indeed apologize and make us feel like valued customers, and we did return.

 

It seemed as the cruise went on that the service improved. Staff were smiling more often and the service was friendlier. I don't know if our comments had anything to do with it, but it certainly became a much more pleasant cruise experience.

 

We still never really got to interact with the cabin steward at all, which was strange. When our liquor was delivered by a man on the last evening, my husband asked me if it was our cabin steward and I had to tell him I had no idea. I've never had that happen on a cruise before where I literally did not talk to him at all, except for five minutes on embarkation day!

 

But yes, the bottom line is that our cruise improved, we would cruise Reflection again, and I'll write a full review in a day or two when I'm not so tired!

[Wine-O]

Well, we're home! It was quite a shock to leave the Caribbean and come home to piles of snow!

 

I don't really want to go into too much detail since it was resolved, but it was the casino incident that was the most upsetting to my husband and I. The dealer was way out of line, and the casino manager agreed with that. It certainly did set a negative vibe for that day and we had planned on skipping the casino for the rest of the trip had they not taken care of the situation. When we discussed what happened with the appropriate personnel, they did indeed apologize and make us feel like valued customers, and we did return.

 

It seemed as the cruise went on that the service improved. Staff were smiling more often and the service was friendlier. I don't know if our comments had anything to do with it, but it certainly became a much more pleasant cruise experience.

 

We still never really got to interact with the cabin steward at all, which was strange. When our liquor was delivered by a man on the last evening, my husband asked me if it was our cabin steward and I had to tell him I had no idea. I've never had that happen on a cruise before where I literally did not talk to him at all, except for five minutes on embarkation day!

 

But yes, the bottom line is that our cruise improved, we would cruise Reflection again, and I'll write a full review in a day or two when I'm not so tired!

 

Glad things worked out for you. I believe the casino is a concession as are the Spa and the Shops on board. Sometimes you have to tweek them.:)

 

I'm not too worried about about seeing my room attendant as long as the cabin is clean and my requests for ice, clean wine glasses, etc have been fulfulled.

[Cruise Junky]

Glad you ended up having a good time

[waterbug123]

 

We still never really got to interact with the cabin steward at all, which was strange.....I've never had that happen on a cruise before where I literally did not talk to him at all, except for five minutes on embarkation day!

 

 

On Reflection 2/2 sailing we met our steward on embarkation day and never saw her again. But our room was always made up in a timely manner, so I have no complaint.

[Oville]

See below.

[Oville]

I've only got a few minutes since I'm using the ship internet, but I just wanted to make a quick post and comment at how different we are finding Reflection from any of our previous cruises, and it's been very disappointing. We have never encountered such indifferent at best or downright rude service on any Celebrity ship and a lack of caring at correcting the issues when they were raised to the appropriate personnel.

 

Unfortunately it seems that the rest of the staff we have encountered have simply been doing the minimum or less. A bartender was rude to my husband when he ordered a drink from the menu that the bartender clearly did not recognize (asking him whether he wanted his Pyrat Alexander as a shot or on the rocks or frozen, then snapping at my husband of course he knew what it was when my husband said he wanted the one on the menu, clearly depicted as a frozen drink). A poker dealer was abrupt and unfriendly to both of us but I don't want to detail the incident now. We had dinner on night one at Murano and there was little to no interaction with the staff, which again was out of character with what we've grown to expect. My husband commented that he would not be surprised if they don't even recognize we dined there already when we go tonight. We've only seen our stateroom attendant once, and our minor requests (more hangers, please remove the CC champagne) were not dealt with until we asked the housekeeping supervisor.

 

It's just been disappointing to wait and anticipate a cruise for so long and then find that things are nowhere near what they were only a year ago. Hopefully things will improve because at this point we are not interested in cruising Reflection again.

 

 

So at the end of the day it was only the poker dealer in the casino that annoyed you, not the room attendant, bar tender or the staff of Murano's. Glad to hear you dealt with the problems in there and were able to enjoy the rest of your cruise.

 

Glad to hear you'd give the Reflection another look.

 

Stay warm, spring is around the corner.

[Andy]

Well, we're home! It was quite a shock to leave the Caribbean and come home to piles of snow!

 

I don't really want to go into too much detail since it was resolved, but it was the casino incident that was the most upsetting to my husband and I. The dealer was way out of line, and the casino manager agreed with that. It certainly did set a negative vibe for that day and we had planned on skipping the casino for the rest of the trip had they not taken care of the situation. When we discussed what happened with the appropriate personnel, they did indeed apologize and make us feel like valued customers, and we did return.

 

It seemed as the cruise went on that the service improved. Staff were smiling more often and the service was friendlier. I don't know if our comments had anything to do with it, but it certainly became a much more pleasant cruise experience.

 

We still never really got to interact with the cabin steward at all, which was strange. When our liquor was delivered by a man on the last evening, my husband asked me if it was our cabin steward and I had to tell him I had no idea. I've never had that happen on a cruise before where I literally did not talk to him at all, except for five minutes on embarkation day!

 

But yes, the bottom line is that our cruise improved, we would cruise Reflection again, and I'll write a full review in a day or two when I'm not so tired!

 

Hi Susie,

 

I'm pleased to see that things improved for you. We look forward to your review. Welcome Home !

[fishycomics]

I can see why you like the MDR Dining, and I can see why plates are cold...

 

I always like to post pix of some stories I tell, tehn just blow steam that cry about a buffet.:)

 

 

 

 

 

 

[Orator]

Well, we're home! It was quite a shock to leave the Caribbean and come home to piles of snow!

 

I don't really want to go into too much detail since it was resolved, but it was the casino incident that was the most upsetting to my husband and I. The dealer was way out of line, and the casino manager agreed with that. It certainly did set a negative vibe for that day and we had planned on skipping the casino for the rest of the trip had they not taken care of the situation. When we discussed what happened with the appropriate personnel, they did indeed apologize and make us feel like valued customers, and we did return.

 

It seemed as the cruise went on that the service improved. Staff were smiling more often and the service was friendlier. I don't know if our comments had anything to do with it, but it certainly became a much more pleasant cruise experience.

 

We still never really got to interact with the cabin steward at all, which was strange. When our liquor was delivered by a man on the last evening, my husband asked me if it was our cabin steward and I had to tell him I had no idea. I've never had that happen on a cruise before where I literally did not talk to him at all, except for five minutes on embarkation day!

 

But yes, the bottom line is that our cruise improved, we would cruise Reflection again, and I'll write a full review in a day or two when I'm not so tired!

 

Glad that it all worked out well for you. Here's my takeaway from your experience:There is no reason for rude and disrespectful behavior. Go to the Senior Officer or person in charge as soon as you feel you've been mistreated. As I said earlier, the Senior Officers are dedicated to making your cruise experience the best possible. Now I'm off to Connie.

[vermonter16]

Glad all worked out and you left with an overall positive cruise experience. Thank you for sharing! Look forward to reading the review!

[CaroleSS]

Susie,

We just got off the Reflection and noticed some of the same, but noticeably from the bar staff. They appeared to be significantly understaffed and a bit 'flustered'.

 

Mind you that the 123Go promotion had just ended. We upgraded to the premium plan just so we wouldn't have to worry about anything. There were TONS of people at the bars! I had feared that they would be overwhelmed and that was the case. The 'specialty' bars weren't open during the day, so people went to the few that were.....most notably the pool bar. Nearly every day there were only 2 bartenders for the masses at the pool They were VERY busy. It was not uncommon to wait 20 - 30 minutes for a drink. The theater bar was also overwhelmed during the show hours.

 

I did fill out an Attention to Detail card noting the under-staffing and received a call from the Bar Manager. He asked if things had gotten any better and I said "not really". He had no reply to that other than to say "sorry for the inconvenience".

 

We chalked it all up to the 123Go promotion and tried to work around the busy areas, but did expect better. This was our first X cruise and were looking forward to the exceptional level of service that is touted. Our cabin steward was great as was our dining room attendant, but I would have been upset if we'd paid full price for the premium package and got the service we did.