Allure - Aqua Theater Suite - not really up to suite expectations

[JohnSnowGOT]

Sorry - but it is posts like yours that prevent people from writing honest reviews about their cruise. Why should I get criticized for just trying to inform others of our experience.

 

How was I to know that they have a different ice policy than other cruise lines. Shouldn't the attendant have asked us if we would like ice?

 

Bath Supplies - I only expect them to replace what is missing on the shelf that they put the supplies next to the sink. I took the shampoo into the shower the first day, normally there would be another shampoo in it's place within a day or two.

 

Attendant leaving the wedge in the door - I don't know how he couldn't have been done - he was nowhere to be seen in the hallway. Nor did he come back until hours later.

 

 

I truly feel the attendant was okay for a standard room but did not meet the expectations of a normal suite attendant.

 

 

I agree with you!!!!!!!!!

RCI is not afraid to charge a small fortune for the suite...the web site brags on how special they are.....NOT MY PROBLEM IF THE STWEARD IS OVERWORKED!!!!!!!!!!!!!! Deliver what is promised...And yes I do expect extra special treatment while in a suite...........special perks and extra AK and recognition. Why else am I am I paying thousands of dollars more than the room right next to me?

 

Suite guests should be satisfied. The Steward should be in tune with the suite guest individual needs. The OP is not unreasonable here

[johneeo]

When I get to my cabin and meet the steward, I introduce myself, ask his or her name, where they are from, family, etc.

 

Some were very receptive to having someone actually having a conversation about them and their life in general. Throughout the cruise, every time I would see them I would be personally greeted, asked how things are going, etc.

 

I tell them the only special request I have is my little cooler be filled with ice, and I hand him a $20.

[oneputt18]

Agree with OP, it is the job of the Suite Attendant to introduce themselves and ask if you have any priorities.

[JohnSnowGOT]

When I get to my cabin and meet the steward, I introduce myself, ask his or her name, where they are from, family, etc.

 

Some were very receptive to having someone actually having a conversation about them and their life in general. Throughout the cruise, every time I would see them I would be personally greeted, asked how things are going, etc.

 

I tell them the only special request I have is my little cooler be filled with ice, and I hand him a $20.

 

 

This is a good proactive approach.

A very good start

 

Sometimes I have done this...........sometimes I am just tired and want to be left alone. Not all situations are the same.

[akcruz]

I will add that I was on this same cruise, but not in a suite, just a regular balcony and we too saw a definite decline in the service. Our cabin attendant did the bare minimum to say he had done his job, never had this happen before on royal. He was actually a bit snippy one night when I asked him a question and it seemed he really did not care about my request. I did go to guest services and also wrote about the attitude on the comment card.

 

I also had never noticed so many attendants chatting in the hallways either with each other or on phones when they should have been working in the cabins. Now I don't expect them to work straight through, but for the amount of time they were "hanging around" they either didn't have enough work to do or weren't doing their work well.

[SHICHIDAN]

Here is what has been said to us over 20 times upon arrival at our suite, and it has varied very little from ship to ship and I hope it will help.

 

The hotel director or director of housekeeping meets us when we are being shown the suite by the Concierge to introduce both him/her self and the cabin steward. They give us their card and tell us that we have the very best of the best of their suite staff assigned to our room.

 

We have always acknowledged how good it is to have the best and have " asked"

how they earn the suite position and the answer is, they are nominated by floor supervisors and promoted by me the Hotel director along with the director of housekeeping and the very best of those gets the top suites.

 

They always ask us to use their card and call them personally if there are any concerns about anything. They are very sincere when doing so.

 

I would suggest contacting the director of housekeeping as well as notifying your Concierge there is an issue and if there is not a satisfactory resolution then escalate too the Hotel director.

 

After meeting so many of these professionals over the years I am convinced they want it done right, though I cannot speak to if they do as they claim they will because the room attendant had always been truly outstanding.

 

I know some folks have posted here and other boards tremendous dissatisfaction with the response of ships management following a complaint be it suite or standard room so I know it is not always as we have experienced but our family have had terrific experience with all levels of RCL staff.

 

They equal or exceed premium line service for us.

[vickiw0318]

We were in Aqua Suite 9330 for our 4/28/13 cruise and want to say that we had the best attendant ever. Constant ice, revolving fruit plates, wonderful understated service. OP, I so wish you'd had a better week.

[northwoods2]

Here is what has been said to us over 20 times upon arrival at our suite, and it has varied very little from ship to ship and I hope it will help.

 

The hotel director or director of housekeeping meets us when we are being shown the suite by the Concierge to introduce both him/her self and the cabin steward. They give us their card and tell us that we have the very best of the best of their suite staff assigned to our room.

 

 

This has been our experience on other ships but for some reason it seems like we slipped through the cracks. We didn't even see our attendant the whole first day and we got to our room right at 1:00pm.

And the concierges in the CL were very busy making reservations for people so we didn't talk to them until later the next day.

[critterchick]

Sorry - but it is posts like yours that prevent people from writing honest reviews about their cruise. Why should I get criticized for just trying to inform others of our experience.

 

How was I to know that they have a different ice policy than other cruise lines. Shouldn't the attendant have asked us if we would like ice?

 

Bath Supplies - I only expect them to replace what is missing on the shelf that they put the supplies next to the sink. I took the shampoo into the shower the first day, normally there would be another shampoo in it's place within a day or two.

 

Attendant leaving the wedge in the door - I don't know how he couldn't have been done - he was nowhere to be seen in the hallway. Nor did he come back until hours later.

 

 

I truly feel the attendant was okay for a standard room but did not meet the expectations of a normal suite attendant.

 

There should have been a card on one of the vanities informing you that you needed to ask your stateroom attendant for ice. Perhaps he removed so you wouldn't, which is another black mark.

 

As for the moldy fruit, that's the only one that I'd offer a lukewarm defense. We had a stateroom attendant once tell us that they are not supposed to take away anything, no matter how gross (other than a room service meal) because inevitably somebody complains that they weren't finished with it. Contrast that to my recent Princess cabin steward, who took my unopened box of cereal and banana that I had gotten from the Lido for breakfast so I wouldn't have to deal with room service.

 

Overall, I would say that your experience was unacceptable and that you are likely correct as to why.

 

Here is what has been said to us over 20 times upon arrival at our suite, and it has varied very little from ship to ship and I hope it will help.

 

The hotel director or director of housekeeping meets us when we are being shown the suite by the Concierge to introduce both him/her self and the cabin steward. They give us their card and tell us that we have the very best of the best of their suite staff assigned to our room.

 

We have always acknowledged how good it is to have the best and have " asked"

how they earn the suite position and the answer is, they are nominated by floor supervisors and promoted by me the Hotel director along with the director of housekeeping and the very best of those gets the top suites.

 

They always ask us to use their card and call them personally if there are any concerns about anything. They are very sincere when doing so.

 

I would suggest contacting the director of housekeeping as well as notifying your Concierge there is an issue and if there is not a satisfactory resolution then escalate too the Hotel director.

 

After meeting so many of these professionals over the years I am convinced they want it done right, though I cannot speak to if they do as they claim they will because the room attendant had always been truly outstanding.

 

I know some folks have posted here and other boards tremendous dissatisfaction with the response of ships management following a complaint be it suite or standard room so I know it is not always as we have experienced but our family have had terrific experience with all levels of RCL staff.

 

They equal or exceed premium line service for us.

 

Have you always stayed in the Royal Suite or in an Owner's Suite on a smaller ship? That has not been our experience in a GS on the few times that we've sailed in one, and I didn't think it was typical even for the OS, just the RS. Haven't sailed on a revenue cruise on the big girls, so perhaps they do things differently as well...

[Wildcatfish]

Sorry to hear you had less than expected service on deck 8. Directly above you on Allure's Deck 9 during the 6/2/13 cruise "Joel" really did provide excellent service.

[SHICHIDAN]

There should have been a card on one of the vanities informing you that you needed to ask your stateroom attendant for ice. Perhaps he removed so you wouldn't, which is another black mark.

 

As for the moldy fruit, that's the only one that I'd offer a lukewarm defense. We had a stateroom attendant once tell us that they are not supposed to take away anything, no matter how gross (other than a room service meal) because inevitably somebody complains that they weren't finished with it. Contrast that to my recent Princess cabin steward, who took my unopened box of cereal and banana that I had gotten from the Lido for breakfast so I wouldn't have to deal with room service.

 

Overall, I would say that your experience was unacceptable and that you are likely correct as to why.

 

 

 

 

Have you always stayed in the Royal Suite or in an Owner's Suite on a smaller ship? That has not been our experience in a GS on the few times that we've sailed in one, and I didn't think it was typical even for the OS, just the RS. Haven't sailed on a revenue cruise on the big girls, so perhaps they do things differently as well...

 

I can only speak to the pattern we have had over the years. Have never been in an owners suite, only the Royal on all ships except Oasis and Allure. Have not sailed them. I suggested who and what order to see based on what is told to us by those ships management. I dont know what they do for other cabins.

 

I do know the message is consistent in our experience. I have a collection of business cards from these department heads and have never had an experience that would cause us to call them. The cabin pros have always been fantastic.

[LisaT91403]

As for the moldy fruit, that's the only one that I'd offer a lukewarm defense. We had a stateroom attendant once tell us that they are not supposed to take away anything, no matter how gross (other than a room service meal) because inevitably somebody complains that they weren't finished with it.

 

It sounds like you did not have the top-notch service you should have had, and that many mistakes were made. I'm not defending the stateroom attendant at all, and I would have been unhappy with that type of service as well.

 

However, I have to agree with Critterchick on the above. They are not supposed to throw anything away unless it's in the trash can. One person's "trash" is another's treasure. Moldy fruit might seem like something that common sense dictates be thrown away, but inevitably, someone will complain that their lovely fruit platter was thrown away and how disappointing it was when they came back to their suite that night to eat it...and it was gone.

[critterchick]

I can only speak to the pattern we have had over the years. Have never been in an owners suite, only the Royal on all ships except Oasis and Allure. Have not sailed them. I suggested who and what order to see based on what is told to us by those ships management. I dont know what they do for other cabins.

 

I do know the message is consistent in our experience. I have a collection of business cards from these department heads and have never had an experience that would cause us to call them. The cabin pros have always been fantastic.

 

That's why you had the personal escort and all the attention, plus likely the top stateroom attendant on the ship - only the Captain gets a better one (we had one that was moving to service his quarters as we disembarked). That's not the norm for a full suite, only the Royal Suite or passengers who already know the management team. Lucky you!:)

[MR NW GUY]

We were in Aqua Suite 9330 for our 4/28/13 cruise and want to say that we had the best attendant ever. Constant ice, revolving fruit plates, wonderful understated service. OP, I so wish you'd had a better week.

Nice to hear recent postive reviews too. Our experiece as been in a Owner's Suite and Crown loft B2B on the Oasis then the Allure. The loft was amazing in regards to Suite Attendants. Trying the Aqua Theater Suite in August. It will be interesting to compare. My DW loves spending time in the cabin and usually befriends the attendants day one and we have always had great service on all our crusies on RCI as well as the competition.

[missbogota]

I must say that I agree with OP as to the lack of service while in an Aqua Theater Suite. Mine was on the Oasis May "12. The service is not up to par and I assumed it was due to the fact that the cabin attendant had so many other rooms to tend to and it was the only suite he had to care for.

 

I constantly had to request dishes from room service to be carried away, request additional toiletries and towels, etc. What was the most frustrating was seeing him in the hallway with his cart talking/laughing on his cellphone. Maybe he didn't have too many staterooms to care for after all?

 

On day 4 the housing supervisor happened to stop by to see how things were. I explained my concerns and she thanked me for taking the time to talk to her and said she wished more passengers took the time to express their concerns and not wait until they leave and note everything on their comment cards. She said she would have a talk with him and that he had just returned to the ship from vacation. My service improved (I guess you could say) but without a smile.

 

This didn't ruin my experience by any means, however I think there are enough reviews about this subject to concur that the service in these suites aren't the norm.

[Cruising89143]

We had issues with the ATS on the Oasis. I reported that the cabin did not meet the standards of a true suite and for a suite costing over ten grand for two on a seven night cruise, it should. The balcony space and views were outstanding. The cabin itself, just okay.

[Ocean Boy]

I agree with you!!!!!!!!!

RCI is not afraid to charge a small fortune for the suite...the web site brags on how special they are.....NOT MY PROBLEM IF THE STWEARD IS OVERWORKED!!!!!!!!!!!!!! Deliver what is promised...And yes I do expect extra special treatment while in a suite...........special perks and extra AK and recognition. Why else am I am I paying thousands of dollars more than the room right next to me?

 

Suite guests should be satisfied. The Steward should be in tune with the suite guest individual needs. The OP is not unreasonable here

 

As opposed to the rest of the commoners on the ship? I have had attendants who have met my every need, not that I have many needs, while staying in an OV cabin. A little conversation and communication goes a long way in making sure that customer satisfaction is achieved. These attendants are not mind readers. Now, if the OP had asked for something reasonable and been denied it would have been an entirely different matter.

[riclop]

I agree I could have talked to Guest Services or the cabin attendant. But I am not one to complain about things unless they are serious. (which I probably should have for the door being left open, but I did include this on my guest comments form) We hardly ever saw the attendant and I actually never met him - a first also for me.

 

Note - none of this put much of a damper on our cruise. But I know that others would be very upset with the level of service so I thought I would share so they know going into their cruise to have lower expectations. I would still book the same room - just for the balcony!

Alot of it is your fault for lack of communication!