Question regarding escalating complaints

[cruz chic]

I'm sorry to hear you're going through this as well. But he is very unlikely in a worse spot than mine. I have been given only a few years statistically at only 43. I have a rare cancer (leiomyosarcoma) with no cure and no successful treatments available in stage 4. Surgery is not an option since the 22cm tumor has mingled with the vena cava and other bloodlines. Average survival rate over 3 years is 15%, I have every intention of being in that 15%. I have had the absolutely hardest chemo that anyone can get (6 day in patient AIM with a lifetime max set by the FDA of approximately 6 treatments) and radiation. I'm still unable to make hemoglobin 5 months later and have to get transfusions every few weeks to keep going and I've also suffered lung damage from the treatments. I was at such high risk of a blood clot to the lungs that they just inserted an IVC filter into me a week ago since I was unable to use blood thinners due to my red blood cell issues. I also have mobility issues now because it's cutting off the blood flow to my right leg so it goes numb and has little strength left in it. So I have little sympathy for someone that lashes out at others even if that is his excuse. I have plenty of reason to be angry and sad but I choose not to be. The doctors and nurses are still shocked/amazed that I am working a full time job through all of this. I am qualified instantly for SSDI should I wish to go on it since I am their "short list" of medical issues deemed life threatening enough to require no investigation and only proof. There is plenty of help out there if he really needs it.

 

You are a huge inspiration to anyone. If anyone can survive this you can. I wish you all the best.

[Copper10-8]

If you really want to get technical for supervision;

 

Housekeeping:

 

Stateroom Inspector (Junior Housekeeper on Vista/Signature class)

Assistant Housekeeper

Executive Housekeeper (formerly Chief Housekeeper)

 

Beverage:

 

Head Deck Steward (outside area/pools)

Cellarmaster (wine service)

Assistant Beverage Manager

Beverage Manager

 

Front Office/Administration:

 

Night Audit Officer (early mornings)

Front Office Supervisor

Guest Relations Manager

 

Assistant Shore Excursions Manager

Shore Excursions Manager

 

Food Service:

 

Room Service Manager (on Signature class)

Lido/Canaletto Manager

Pinnacle Grill Manager

Tamarind Manager (on Signature class)

Assistant Dining Room Manager (aka area supervisor)

Dining Room Manager (formerly Maitre 'd)

Assistant Culinary Operations Manager

Culinary Operations Manager

 

Entertainment:

 

Event Manager

Cruise Director

 

Concessionaires:

 

Casino Supervisor

Casino Manager

Assistant Shop Manager

Shop Manager

Salon Manager

Image Creator Manager

Art Auctioneer

Internet Café Manager

[sail7seas]

.... and ultimately for Hotel Department,

Hotel Director.

 

[Wakepatrol]

I have no interest in having meetings with any of the staff, for I'm on vacation doing fun things

[mamaofami]

I'm sorry to hear you're going through this as well. But he is very unlikely in a worse spot than mine. I have been given only a few years statistically at only 43. I have a rare cancer (leiomyosarcoma) with no cure and no successful treatments available in stage 4. Surgery is not an option since the 22cm tumor has mingled with the vena cava and other bloodlines. Average survival rate over 3 years is 15%, I have every intention of being in that 15%. I have had the absolutely hardest chemo that anyone can get (6 day in patient AIM with a lifetime max set by the FDA of approximately 6 treatments) and radiation. I'm still unable to make hemoglobin 5 months later and have to get transfusions every few weeks to keep going and I've also suffered lung damage from the treatments. I was at such high risk of a blood clot to the lungs that they just inserted an IVC filter into me a week ago since I was unable to use blood thinners due to my red blood cell issues. I also have mobility issues now because it's cutting off the blood flow to my right leg so it goes numb and has little strength left in it. So I have little sympathy for someone that lashes out at others even if that is his excuse. I have plenty of reason to be angry and sad but I choose not to be. The doctors and nurses are still shocked/amazed that I am working a full time job through all of this. I am qualified instantly for SSDI should I wish to go on it since I am their "short list" of medical issues deemed life threatening enough to require no investigation and only proof. There is plenty of help out there if he really needs it.

 

I'm so very sorry to hear you are going through this. Your positive attitude is wonderful. I know personally of someone who was given a diagnosis with two years to live. He lived way longer than that and maybe your attitude will help you to do the same. I admire your courage.

[mamaofami]

Peaches, I am truly sorry to read about your recent struggles. I hope having your family with you this Christmas will make you very happy.

Having loved ones to support you is so important. So many people aren't that lucky.

[mamaofami]

heavens, and all of this on a supposedly 'premium' cruise line. that's a laugh, isn[t it? if this were a 'premium' line, most or not all of these complaints would not happen in the first place. and the pax are at the MERCY of the front desk, grm, hd, and on and on. the next step down is something like those cruises in which you bring your own food and make your own bed. right up there with ocean village. hal is just the joke of the cruising world; i knew from my last cruise last may from ft.laud to montreal. it was a torture, confined on a cattle boat, it horrid weather, and little to poor service. i felt like i spent 15 days in a prison. oh, heavens, deliver me.

 

Isn't it sad that the people who need friends and support the most, often push people away with all their anger?

[sherilyn70]

I wish you well, I really do - but we have to have empathy for everyone. This is a board where people should be allowed to air their concerns - you as well, and you will have much support here. But we must spread our support around, as well. Many of us are dealing with some very difficult life issues, and this is sometimes a distraction. And I do understand your anger - I spend many hours a week at a Hospice.

 

If he were actually just airing his concerns it would be one thing. But if you look at his history he has a long list of nothing but trolling and negative posts on here. His sole purpose in being here isn't to be heard but to try and hurt others. There is no excuse for the things I have noticed he is doing. I wouldn't say these things if I hadn't looked at his history first and seen the pattern, feel free to look for yourself. He only comes and posts negative and non productive things and doesn't even try to contribute.

 

Thank you very much for your kind words and support. :) I'm sorry for just blurting out all of the bad stuff at once, I normally keep it pretty low key. While it's not a secret that I have cancer I have tried to downplay all the other things that could potentially bring me down. I just deal with them each one at a time and not focus on them too much, I remind myself that in the grand scheme of things the obstacles are minor and can all be overcome and that I am thankful that it gives me another day to continue on. One of the few things that truly angers me is when people take this for granted and take it out on others.

[JustaDutchone]

I do not know how serious, your toilet problem was, But mine was fixed, after failed repair, by staff moving all my stuff to an upgraded cabin, after a polite letter and request to speak to Hotel Manager

[USN59-79]

I don't know if all the HAL ships do this, but on our last two times on the Prinsendam this year we received a form on boarding. It was something like "How are we doing" and stated that if any problem came up, don't wait to put it on the disembarkation form, but fill the form in and send it to the front office. We had a minor plumbing problem (leaking sink) that wasn't fixed after three tries (and calls to the front desk). I wrote a couple of paragraphs explaining the situation, dropped it off at the front desk and the situation was fixed that evening. My biggest concern was the lack of feedback from the front desk. You let them know the problem. You check later and still have the leak. Let them know again, check again and find there is still a leak, but not so bad as before. You don't really know if they think they have fixed the problem or now since they never come back and tell you what they have done.

[jongbj]

I do not know how serious, your toilet problem was, But mine was fixed, after failed repair, by staff moving all my stuff to an upgraded cabin, after a polite letter and request to speak to Hotel Manager

 

I guess you were Lucky. For us, it was not possible to upgrade us to a better cabin, both PS suites were booked. :)

[sail7seas]

I don't know if all the HAL ships do this, but on our last two times on the Prinsendam this year we received a form on boarding. It was something like "How are we doing" and stated that if any problem came up, don't wait to put it on the disembarkation form, but fill the form in and send it to the front office.

 

<snip>

 

 

All of the ships have the Let Us Know Cards. If one is not left in your cabin, ask for it at the Front Office and complete it.

 

Edited December 23, 2013 by sail7seas

[peaches from georgia]

With all due respect aren't you judging people in your first paragraph? Didn't you say earlier that people shouldn't do that?

Of course I was judging others. But this experience over the past year has been not only a medical journey, but you learn a lot about yourself and others, too. I started out pretty arrogant I guess. If I did everything perfectly I would be the best cancer patient ever. So why couldn't the other chemo patients be the same and follow the rules. How could they sit there hooked up to their chemo machine eating garbage while I was drinking water and eating grapes. Then after having 2 or 3 treatments and the side effects got more than I could comfortably handle, I picked up my first cigarette after having quit because it helped me relax and cope. Little Miss Perfect learned she was only human and no different than anybody else. Whether it's a quarter pounder or a cigarette or striking out at others for what has happened to you and getting some control of your life back, none of us is perfect.

 

I have no idea if this is what is happening with this other poster or maybe it is just his normal negative personality. Does it matter? I'll give him the benefit of the doubt and wish him well no matter what he says here.

[IRL_Joanie]

And a Merry Christmas to you, Sir. :D

 

 

Absolutely the BEST response I've heard today!!:) Others were good, but yours is the best!!

 

Joanie

[Ians Grandma]

I do not know how serious, your toilet problem was, But mine was fixed, after failed repair, by staff moving all my stuff to an upgraded cabin, after a polite letter and request to speak to Hotel Manager

 

You were fortunate. We couldn't be moved because we had to have an accessible cabin. Our toilet didn't work for nearly half of a 30 day cruise. If my son needed to use a restroom at night he had to get dressed to go to an accessible restroom on an upper deck. He was rough for both of us. I went to the front desk every day and everyday they tried to fix it. It was just a constant reoccurring problem and it was embarrassing for us. I'm not complaining about the chain of command though just pointing out that sometimes there are some big issues while onboard. They did give each of us a nice credit but I would have preferred the working toilet.:eek:

[IRL_Joanie]

I'm sorry to hear you're going through this as well. But he is very unlikely in a worse spot than mine. I have been given only a few years statistically at only 43. I have a rare cancer (leiomyosarcoma) with no cure and no successful treatments available in stage 4. Surgery is not an option since the 22cm tumor has mingled with the vena cava and other bloodlines. Average survival rate over 3 years is 15%, I have every intention of being in that 15%. I have had the absolutely hardest chemo that anyone can get (6 day in patient AIM with a lifetime max set by the FDA of approximately 6 treatments) and radiation. I'm still unable to make hemoglobin 5 months later and have to get transfusions every few weeks to keep going and I've also suffered lung damage from the treatments. I was at such high risk of a blood clot to the lungs that they just inserted an IVC filter into me a week ago since I was unable to use blood thinners due to my red blood cell issues. I also have mobility issues now because it's cutting off the blood flow to my right leg so it goes numb and has little strength left in it. So I have little sympathy for someone that lashes out at others even if that is his excuse. I have plenty of reason to be angry and sad but I choose not to be. The doctors and nurses are still shocked/amazed that I am working a full time job through all of this. I am qualified instantly for SSDI should I wish to go on it since I am their "short list" of medical issues deemed life threatening enough to require no investigation and only proof. There is plenty of help out there if he really needs it.

 

 

Before I go any further reading your post I am quoting here, I have to say that I got as far as your LMS and did a search on Google for it so that I might understand more of what it is.

 

I went to the Wikipedia link and read down the the Notables with LMS and was hit by a Canadian Comedian's quote because YOU and HE have the same attitude:

 

QUOTE "Canadian comedian Irwin Barker, who was featured in a documentary, "That's my Time", which chronicled his battle with leiomyosarcoma. In Barker's own words. "Cancer has my body but not my spirit, and I'll continue to make jokes, not so much about cancer, but in spite of it." http://en.wikipedia.org/wiki/Leiomyosarcoma UNQUOTE

 

Now, off to finish reading your post.

 

"God Bless You Sherilyn and to all with diseases/illnesses which you are NOT letting spoil your attitude on life, and are showing everyone the importance of positivity while enduring!!

 

Joanie

Edited December 23, 2013 by IRL_Joanie

[JustaDutchone]

I realized a while ago, Front Desk does best, when you are polite, and reasonable, I try to focus on the positive, My only upsetting events occurred two , with shore excursions

 

One unpleasant Grand Turk, (tour to the beach, 2 Kilometres from ship) followed by partaking on an excursion, where they left me behind, 20 kilometres from the ship.

 

They simply did a head count, but another passenger, from a different tour took my seat,

I got back to the ship, via a different tour operator, (for a different HAL ship), a little later and frazzled nerves.

 

Shore Excursions refunded 100% of 2nd, and comped me in the Pinnacle

[startwin]

I realized a while ago, Front Desk does best, when you are polite, and reasonable, I try to focus on the positive, My only upsetting events occurred two , with shore excursions

 

One unpleasant Grand Turk, (tour to the beach, 2 Kilometres from ship) followed by partaking on an excursion, where they left me behind, 20 kilometres from the ship.

 

They simply did a head count, but another passenger, from a different tour took my seat,

I got back to the ship, via a different tour operator, (for a different HAL ship), a little later and frazzled nerves.

 

Shore Excursions refunded 100% of 2nd, and comped me in the Pinnacle

 

Thank you for getting the thread back on topic.:) For myself, my experience has been that front office staff have automated responses to everything, and can't think outside the box. Very frustrating for the passenger. And with my issues, in 22 days I never did get to speak in person to anything in authority, we just played telephone tag.

[kazu]

We had one very serious situation one cruise - the more I tried to get it fixed, the worse it got. (we had a suite - so don't think that guarantees a fix).

 

So, at the mariner's luncheon (back in the days when the HM and Captain were there to greet you) - I shook their hands and when I shook the HM's she got a note. I asked her if we could meet as we were having a problem that was getting worse not better - and this was not the time or the place to discuss it. The card had our names and room number. I had a call within 1 hour after the luncheon and a meeting that night. She listened, agreed and asked to have some time to investigate and get it fixed. The next day she was at our door within 5 minutes of our return from port - and she more than fixed the problem.

 

Now that I have more cruising under my belt, I'm better at spotting the HM and would not hesitate to slip them a note if we had an issue that we couldn't get resolved.

 

I don't mind asking the correct people the first time - but if it gets worse and not better - I'm not about to talk to 20 different people and climb up the chain of command.

 

Please don't misunderstand this as some of you probably think this is a bad attitude, but we are on vacation too (and paying for it) and my time is as valuable as theirs. We've only encountered one major issue one time, but rather than dwell on it and let it ruin my cruise I dealt with it :)

 

edited to say - her fix of the problem did a lot to impress us and keep us as HAL passengers! She had a glowing report and we did a letter to Seattle commending her. It's how they fix a problem that will clients for a long time to come.

 

Do tell someone if you have one - if they don't know - they can't fix it.

Edited December 23, 2013 by kazu

[mamaofami]

I think what you did was inspirational. It certainly got you the result you wanted and needed.

 

I agree that no matter how polite and sweet you are, front desk has an automated reply for almost everything.

[startwin]

We had one very serious situation one cruise - the more I tried to get it fixed, the worse it got. (we had a suite - so don't think that guarantees a fix).

 

So, at the mariner's luncheon (back in the days when the HM and Captain were there to greet you) - I shook their hands and when I shook the HM's she got a note. I asked her if we could meet as we were having a problem that was getting worse not better - and this was not the time or the place to discuss it. The card had our names and room number. I had a call within 1 hour after the luncheon and a meeting that night. She listened, agreed and asked to have some time to investigate and get it fixed. The next day she was at our door within 5 minutes of our return from port - and she more than fixed the problem.

 

Now that I have more cruising under my belt, I'm better at spotting the HM and would not hesitate to slip them a note if we had an issue that we couldn't get resolved.

 

I don't mind asking the correct people the first time - but if it gets worse and not better - I'm not about to talk to 20 different people and climb up the chain of command.

 

Please don't misunderstand this as some of you probably think this is a bad attitude, but we are on vacation too (and paying for it) and my time is as valuable as theirs. We've only encountered one major issue one time, but rather than dwell on it and let it ruin my cruise I dealt with it :)

 

edited to say - her fix of the problem did a lot to impress us and keep us as HAL passengers! She had a glowing report and we did a letter to Seattle commending her. It's how they fix a problem that will clients for a long time to come.

 

Do tell someone if you have one - if they don't know - they can't fix it.

 

Wish I'd thought of that! And I so agree with your point that I bolded, and the front office staff need to remember this could be someone's vacation of a lifetime that they scrimped and save for. I don't want to have to take a long list of who's who so I can direct a complaint accordingly. All issues should filter smoothly through the Front office or Neptune Lounge, if that applies.

[Pettifogger]

I have always assumed that, as an ocean view or veranda passenger, the Hotel Director was beyond my reach. I don't mind that because I believe that he is ultimately responsible for our cruise experience, that he has a lot to do and that he has a Guest Relations Manager to deal with complaints. But that leaves passengers dissatisfied with the GRM's handling of a complaint with no recourse but a letter to Seattle after the cruise is over and that's not what the passenger wants; they want their cruise fixed.

 

I once came very close to asking to see the Hotel Director. I wouldn't have done it in the hope that he would reverse his GRM; I think that happens too rarely to bother even hoping for. My purpose would have been to both show that I had tried everything I could to get relief on the ship and not to preserve my complaint until after the cruise in the hope of retaliating against the GRM and to give notice to the GRM that the dispute wasn't over. Fortunately, in my case, it became unnecessary.

 

It has occurred to me that there might be a partial solution to the problem of dissatisfied passengers seeking access to the Hotel Director and not getting it. If, at the end of an unsatisfactory conference with the complainer, the GRM were to hand him or her a triplicate form which the complainer could complete and leave the original and triplicate with the GRM, the triplicate to go to the Hotel Director, and keep the carbon duplicate to mail directly to the appropriate department address in Seattle, which would appear on the form, when they get home after the cruise, it would establish a detour in the path of appeal around the Hotel Director. It would not entirely placate the complainer, because his or her cruise would not be fixed on the spot, but it would at least show them that their complaint was alive and well and would be addressed.

 

If the complainer persisted in demanding to see the Hotel Director, he or she could simply be told that appeals from the GRM are not part of his job; all of them go directly to Seattle. (Perhaps they could be routed initially to whomever supervises GRMs; that might appeal to outraged complainers.) It would be better if the routing was such that this multitude of complaints didn't go to whomever supervises Hotel Directors. If the forms were numbered, it would be easier for Seattle match them up.

 

The provision for the complainer to directly mail a duplicate would reassure him or her that his or her complaint would not be lost somewhere before it got to Seattle. I doubt that very many are, but I wouldn't be surprised if every once in awhile a really devastating criticism wasn't lost and those are the ones Seattle most needs to see.

 

This suggestion was hastily formulated and obviously needs considerable work, but the disgruntled passenger who wants to see the Hotel Director but can't seems to be a persistent problem that needs to be minimized as soon as it can be.

[cbr663]

I'm not saying the issues will be magically resolved just because you are in a Neptune or PH suite. I'm pretty sure they would be resolved quicker than someone in an inside cabin.

 

No, that wasn't our experience at all when were in a Neptune Suite. Concierge were of little use to us.

[PrincessVIP]

Not that I'm planning to board the ship and start complaining, but I was wondering -- In case I ever encounter something that doesn't get taken care of (like no air-conditioning or toilet that doesn't flush) or a situation where I'm getting the runaround from the front desk, what's the official chain of command? I assume that I wouldn't go right to the Hotel Manager or the Guest Relations Manager. Or would I?

 

Apparently I know nothing about protocol. :o

 

I just complain to everyone I see until the issue is resolved.

[jongbj]

No, that wasn't our experience at all when were in a Neptune Suite. Concierge were of little use to us.

 

Completely agree, if anything at all, the concierge would slow everything down by wanting to 'address it first' and then do nothing. For the purpose of ‘trying the chain of command', we always go to the congierge first. If the problem is within the 80% that falls in the standard operating procedures, it’ll be solved. If not -> straight to the Hotel Manager.