Did we set our expectations too high for our first taste of the suite life?

[mianmike]

We just got back from our first cruise in a suite (on the Dawn). The “suite life” portion of the cruise didn’t quite meet our expectations and I’m wondering if we set the bar too high. I would like to hear other people’s experiences.

 

First I must say we had a great cruise, so much so, we bought a future cruise credit. However, while we had a great time, we were to a certain degree disappointed in the “suite life.”

 

After researching for our trip, I envisioned at embarkation we would be escorted onto the ship where we would dine at Cagneys for lunch and be escorted to our suite where our butler would brief us on our suite. A great start to a great cruise. What actually occurred at embarkation was considerably less. After we checked in at the port we were directed to a private holding area where there were snacks and drinks. Very nice . . . we were already enjoying the suite life and were happy campers. But this is where that special “suite life” feeling we were expecting ended.

 

After sitting for a while our concierge Patrick announced to the crowd we would be boarding the ship. We fell in line and boarded the ship. As we walked up the gangway we noticed most our group was compiled of series of small groups led by NCL employees (in hindsight I think they were Butlers).

 

We boarded the ship and we followed one of the escorted groups. We entered the elevator with the group. The NCL employee asked where we were going. Surprised, (we thought we were all going to the same place) we sheepishly said: Cagneys? The NCL employee only said we couldn’t go to our room because it wasn't ready. The escorted group exited the elevator on the 12th floor and we stayed on the elevator and found our way to Cagneys . At Cagneys we were told they weren't ready for lunch and we would have to wait in the Star Bar. So wait we did. After a while we were told Cagneys was ready; we were seated and we had a great meal. After lunch we wandered the ship and a while later over the P.A. they announced the rooms were ready. We found our suite and explored. We were never shown the room by anyone. Is this normal? Other than lunch at Cagneys we definitely did not feel any different as suite guest.

 

While the embarkation was a disappointment, the meat of the cruise was wonderful. Most days we ate breakfast at Cagneys and we enjoyed the ship’s entertainment. The entertainers, Patty and Jose were great. Priority tendering was wonderful and the weather was perfect.

 

But, disembarkation was another disappointment. Again, I don’t know if I was expecting too much. We met at the appointed suite guest meeting location in the Spinnaker Lounge. Upon entering there was a “check in here” sign and a small table with luggage tags and Customs declaration forms. We waited at the check-in sign for a few minutes and since none of the NCL employees came over to check us in, we decided there might not be a formal check-in, but not sure so we sat near check-in sign. We saw our concierge Patrick escort two large groups of people from Spinnaker. After the second group departed and there were only a few of us left, I wondered if we should have been with one of the groups. I walked over to two NCL employees (one of whom I recognized as an employee who often helped our concierge during port day disembarkations) as they were conversing in a foreign language. I didn’t want to interrupt their conversation so I stood at a distance so as not to intrude, but close enough to signal through body language I would like to talk when they were done. They looked at me and continued to talk. I waited for a few more minutes and they continued to ignore me. Now I was a little miffed. I walked back to my family and said let’s just walk off with the masses. Just then our concierge was walking in as we were walking out. Patrick said we should have gone with the second group. I turned around and standing right behind me listening to our conversation were the two employees who had just ignored me. My guess is they knew they should have helped me and they were concerned I might be complaining about their less than spectacular service. Patrick could tell we were less than happy and he immediately escorted us off the ship. That helped, but I think it would have been faster to just walk off the ship with the non-suite guests.

 

So, the majority of our cruise was great, but embarkation and disembarkation were lacking and it makes it more difficult for us to justify the extra expense of a suite. Question: was our “suite life” experience out of the norm or were we expecting too much pampering?

[Medtech2]

Did you ever meet your butler or get any service from him or her? It sounds to me like they really dropped the ball....

Edited March 20, 2014 by Medtech2

[maja651]

We had a similar negative experience with Patrick on the Star. We were in the lowly aft penthouse suite and he could care less about us. He spent his time catering to the people in the owner's suites. Our departure was way to similar to what you described, not great. It was out first suite experience as well. However, we did have a good butler. Glad we stuck it out, because our next suite experience on the Epic was VERY different! Adrian, our concierge, and Leo our butler were phenomenal! They both truly made our trip an amazing one! Don't give up on the suite life, I really think it had everything to do with Patrick.

[OceanDreaming2]

When we've had suites, we received mail from the concierge letting us know the disembarkation procedures - where to meet, time, etc. Our butler also went over the information - making sure we understood. Perhaps Spinnaker was too large and his announcements couldn't be heard?

 

Glad you enjoyed your cruise! The next will be better!

[mianmike]

Did you ever meet your butler or get any service from him or her? It sounds to me like they really dropped the ball....

 

Yes, we did meet our butler, Akhmad. He seemed good, but we have nothing to compare him to. He did bring breakfast and brought us cookies in the evenings.

[mianmike]

We had a similar negative experience with Patrick on the Star. We were in the lowly aft penthouse suite and he could care less about us. He spent his time catering to the people in the owner's suites. Our departure was way to similar to what you described, not great. It was out first suite experience as well. However, we did have a good butler. Glad we stuck it out, because our next suite experience on the Epic was VERY different! Adrian, our concierge, and Leo our butler were phenomenal! They both truly made our trip an amazing one! Don't give up on the suite life, I really think it had everything to do with Patrick.

 

That's good to hear. We were hoping our experience was unique and associated with Patrick. Your words are encouraging; we won't give up on the suite life. We too were in a lowly Penthouse and we also wondered if that had something to do with it.

[mianmike]

When we've had suites, we received mail from the concierge letting us know the disembarkation procedures - where to meet, time, etc. Our butler also went over the information - making sure we understood. Perhaps Spinnaker was too large and his announcements couldn't be heard?

 

Glad you enjoyed your cruise! The next will be better!

 

Thanks.

 

We did receive a letter from Patrick our concierge explaining where and when to meet, however it did not spell out how things would work once we were in the Spinnaker.

 

We did hear Patrick's announcements, but they were over a bullhorn and we couldn't understand them. That's why we went up to the two employees to ask for clarification. We were on the other side of the room waiting at the check-in sign just in case we were supposed to be checked in by Patrick or his rep..

 

We still had a good cruise and we can't wait for the next.

[jannandjohn]

We have always had a penthouse suite on Ncl, and have never needed to be "shown the door" to our suite.

We have Celebrity suites on Celebrity

And have owners suites on RCl.

We just find our own way when they announce all cabins are ready..

On all cruiselines.

I think you were expecting too much.

 

Ps..We book these cabins for the extra space, not to have a butler ...

Edited March 20, 2014 by jannandjohn

[Byron_1978]

We had a similar negative experience with Patrick on the Star. We were in the lowly aft penthouse suite and he could care less about us. He spent his time catering to the people in the owner's suites. Our departure was way to similar to what you described, not great. It was out first suite experience as well. However, we did have a good butler. Glad we stuck it out, because our next suite experience on the Epic was VERY different! Adrian, our concierge, and Leo our butler were phenomenal! They both truly made our trip an amazing one! Don't give up on the suite life, I really think it had everything to do with Patrick.

We felt the same way in 2012 on the Pearl when we were in an aft penthouse and had Patrick as concierge. He didn't seem to care for us at all.

We had Roland as butler, and are not so sure about him. Maybe he did more than we know, but we felt a little let down by him as well.

 

It won't stop us from booking a suite in the future, if time and budget allow it.

[disfan13]

I do not think you were expecting too much. I'm a TA and sell NCL Suites based on the amenities. You pay a premium for these "extras". You should receive them. Hoping your next experience is different. It seems like you enjoyed the majority of your cruise. If your budget permits, try it again :)

[Medtech2]

We had a similar negative experience with Patrick on the Star. We were in the lowly aft penthouse suite and he could care less about us. He spent his time catering to the people in the owner's suites. Our departure was way to similar to what you described, not great. It was out first suite experience as well. However, we did have a good butler. Glad we stuck it out, because our next suite experience on the Epic was VERY different! Adrian, our concierge, and Leo our butler were phenomenal! They both truly made our trip an amazing one! Don't give up on the suite life, I really think it had everything to do with Patrick.

Has anyone provided feedback to Norwegian about their less than stellar experiences with Patrick or the services they received (or didn't) in these aft penthouse suites? He, or anyone else, can't get better at his job if he doesn't get both positive and negative feedback...

[cmoose]

I'm glad you posted this. We are on the Dawn in June in an aft penthouse. I have been scouring CC for months to learn everything I can about NCL, the Dawn and traveling in a suite, all of which are first for me. As with everything in life it's easy to build something up so much that being let down is almost impossible. This has been a little reality check for me and I am going to lower my expectations a bit so as not to be let down.

Glad to hear you had a wonderful cruise.

[melbur]

You were escorted on the ship and did receive the disembarkation letter . . I think you were expecting too much hand holding.

[Quincella]

Your experience was very different than mine, for sure.

 

The one time I had a suite was a 2-bedroom Haven suite on the Epic. We were, in fact, escorted to our suite (just us); were met there by our butler who toured the room with us, showed us how to use the coffee maker, and then suggested lunch in the Haven restaurant, and escorted us there.

 

Similar experience getting off the ship (the personal escort). We didn't have to go looking...they came to us.

 

And for those saying you were expecting too much, I disagree. I'm not VIP, for sure. And if I hadn't had those services it would not have "ruined" my cruise, as it didn't for you. But I'll admit it really did add to the experience, making even more special than it already was.

 

I think it was an anomaly.

[Byron_1978]

Has anyone provided feedback to Norwegian about their less than stellar experiences with Patrick or the services they received (or didn't) in these aft penthouse suites? He, or anyone else, can't get better at his job if he doesn't get both positive and negative feedback...

Very valid point...In our case we did not. It was more in hindsight that we started thinking about the way he behaved.

 

Now I know better, and will make sure I address such issues when still on board.

 

However, I shouldn't say I was unhappy with him...just not so much impressed. He did everything we asked (which isn't much), he just made us feel like we were disturbing him or bothering him...except when we gave him his tip at the end of the cruise :D

[WildcatRock]

Don't give up on the "Suite Life". Try a suite on a different NCL ship and see how it goes. We cruise in suites on NCL and the cruise we had with Patrick as the Concierge was pretty much like the cruise you just had.

 

 

 

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[Beaver1975]

I may be missing something, but it sounds to me that you showed up late in Spinnaker for debarkation. If Patrick was returning from escorting people off and told you you should have been in a certain group, you might gave been late in arriving. Did I miss something?

 

As for embarkation, this (waiting for Cagney's to open) has veen happening a lot lately. The majority of passengers are being boarded as soon as possible which means many things on the ship are still being turned around. For the most part they were serving breakfast only an hour or two before you were being brought aboard for lunch.

[aceparty]

I really like the suite life on the Gem. We stayed in a Aft. Penthouse 8132. The concierge Florentino was awesome. Everything was great From the start to finish of the cruise.

 

The only setback was we only saw the butler 2 times. Day2 he introduced himself at around 9 am and was on his way and day 8 of a 9 day cruise he brought cookies. We did get all the perks of the suite life and really like it and would do it again. Cagneys for breakfast and lunch was awesome.

[rvsullivan]

I will say your description of service does seem to be a little "off" from what we've experienced. People do get their hopes up as to what to expect when in a suite though. This site does a lot to build expectations. There is a certain minimum standard that I think is usually met, but because people encourage you to ask for a lot, people think it is "normal" and expect a lot of hand holding.

 

With all that said, Patrick is our least favorite concierge. He is certainly one of the ones that seems to favor certain classes of guest! We were in a DOS with him and he was certainly willing to cater to us. But we could see in his interactions with others that "normal" suites were not his priority. He is a bit aloof and distant.

For the OP, I think you could have been a bit more aggressive in your interactions also. If I was waiting to disembark and a couple of them were standing around talking, I would not be to patient in waiting for them to become available. You have to actively pursue what you need. Getting off the ship was a priority and I would have made my need known.

Patrick does divide his groups up for disembarkation. Those that need to be the first off are walked off, then those that can wait are taken in a second group. If you miss both of those you will be in general disembarkation.

 

And for the poster that said he/she only saw their butler twice, I would never stand for that. We normally see our butlers 5-6-7 times or more a day. First day is the only time to be a little lenient about butler service, after that you should be seeing them continually.

Edited March 20, 2014 by rvsullivan

[LegallyBlonder]

Ack! We are in one of Dawn's GVs in June- does anyone know if Patrick will still be concierge then? We had such an amazing experience in Gem's GV with Florentina (who has since left NCL) as concierge last year- she came to our room to check in with us at least once a day. I sort of wanted to be real life friends with her by the end- doesn't sound like we would have a similar experience with Patrick.

 

 

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[rajones007]

I think the OP's experience is about right for anybody in a suite below the level of the Owners Suites and the Garden Villas.

 

(note to the OP: regarding the following - I'm not trying to be rude. I just don't know how else to say this. Please don't take it as a personal attack. That is not my attention.)

 

I think the OP somehow missed his name being called back in the suite embarkation waiting area, and he got in with the wrong group.

 

And as for disembarkation, he needs to speak up and find out. Ask questions. Be assertive. Do this ahead of time. You're disembarking a large cruise ship at a secure entry point into a country. You need to know the formalities, and if you don't know - ask.

 

There aren't enough crew members on board to look after each passenger individually. Someone said earlier in this thread about "hand holding", and I think this is a good case where someone was expecting too much. It doesn't quite work that way.

 

We've been on 3 NCL cruises, all in suites.

 

1. We were in a 2 bedroom suite on the Star. We checked-in in a special area, like the OP. A woman called our name among other passenger names, and she led us onboard in groups. She took us right to Cagneys. We were never offered, nor expected, a tour of our cabin.

 

Disembarkation - we had all the paperwork in our cabin a day or two prior. We just left at our leisure and walked off. We didn't need an escort, nor did we expect one. Matter of fact, I don't even remember being offered an escort off the ship.

 

2. We were in a 2 bedroom Haven suite on the Epic. We checked-in in a special area and were led onboard with a few other couples who were also in the Haven. We were taken directly to the Haven area, given a quick tour of the facilities, then sat down in the Haven Restaurant for lunch. By the end of lunch, our cabins were ready.

 

We did not expect a tour of our cabin, nor were we given one. When we were getting acquainted with our cabin, our butler came in and introduced himself.

 

When we disembarked, we walked down to the Concierge's office and said "we want to go now". Someone took us down in one of the crews' elevators and showed us the exit. We walked off.

 

3. We were in a DOS w/2 balcony's on the Dawn. We checked-in in a special area, our names were called, and we were led onboard with a few other couples who were also in DOS and OS. We all followed the butler and he'd open the door to each cabin and let the passengers in and told them he'd be back later. We he got to our cabin, he walked right in and gave a very brief tour of it. He said we could eat at Cagneys right now, or he could bring us something. We went to Cagneys.

 

(^^ That ^^ is why I think the OS, DOS, and GV embarkation process is a little more personalized.)

 

Disembarkation, again, our schedule was done well in advance. We went to the Spinaker with plans to disembark at a specific time. When the crew member said "for those who want to disembark now - follow me", we got up and walked off.

 

(I've simplified all of that, but you get the idea.)

 

So, yeah, I think the OP was expecting too much. A person needs to speak up and be a bit assertive and the crew will bend over backwards to accommodate you.

 

(I personally think it's because some of the crew are gun shy, meaning they've probably tried to jump up and assist without asking many times prior, but had a strip torn off them by an arrogant self-righteous passenger who took offense to it. I've seen it happen.)

[david_sobe]

Very interesting thread. Thanks for sharing your experience. When I read the embarkation part, I did not see anything that was way out of the ordinary. Unfortunately either Cagneys staff was behind or boarding began too early for the restaurant to be open. I don't see it a major disappointment for waiting in the Star Bar. I have cruised in several NCL suites (never an owners suite but I can dream someday) but never have been escorted or shown the room. It seems not practical IMHO. Everyone is off exploring the ship or eating. There is no way every butler can be beside everyone to know exactly when the rooms will be ready.

The missing part from the OP's thread (maybe I read too fast) was the entire cruise. Did the concierge visit you? Get you priority seats in the theater? Make reservations for you? Did the butler bring you treats? Maybe I missed it but I don't remember reading that part. Disembarkation can always get screwed up.

So I am not sure what was missing to meet high expectations.

I don't buy that owners suites get better service. I think smaller ships get better service. The best suite experience I ever had was on the Sky....smallest ship and NO Haven or courtyard. The concierge was out of this world. She visited us TWICE a day to check on things. She would surprise us with a bottle of wine at dinner, get us priority seating, tendering, etc. Our butler did not escort us to the room but came in and showed us how to use the expresso machine and gave us a tour.

I think some butlers can keep a low profile because some people don't like to be bothered or having the doorbell ring. So unless you speak up or request something, you may not get the service you like.

[Va. Plumber]

I think OP might be a little overly-sensitive.

 

Embarkation and Disembarkation are the most hectic times of a cruise.

There is one concierge and possibly one or two assistants and a limited number of butlers dealing with a large influx of people.

 

Our first and only suite to date was on the Star. We were escorted to our suite by a butler (not our own). We dropped our carry-ons since it was not ready. We found Cagney's on our own.

 

Don't remember much about finale, but believe an assistant showed us off.

 

I don't think I would let a couple of glitches affect my view of the suite life. OP sounds as though they thoroughly enjoyed cruise.

[perkydebrajean]

I was in an OS on the Gem and my embarkation was identical to the OP's except that Cagney's was ready when they boarded us. Everyone that was waiting in the Suite lounge were taken onto the ship and directly to Cagney's. Didn't matter what suite you were in. After we ate I noticed Ryan the Concierge in the Star Bar so I asked if it would be okay if we left our carry on there by his desk while we walked around the ship for awhile. He said that was fine and so after wandering the ship for awhile we came back to the Star Bar and sat down and waited. Ryan was still in there and after awhile asked if we were waiting for our room to be ready and when I said "yes", then he told me that it was. So my daughter and I grabbed our carry on bag and went and found our room.

 

However we did meet our room steward Roberto as we were walking down the hall towards our room and he already knew our names. He wasn't sure how to pronounce my daughters name so we told him that instead of Jeannine that he could call her JJ. So that's what he did. He was great and we really liked him.

 

We had Randy as a butler and we did meet him on the first day and he was great too. We didn't see him 5 or 6 times a day but then I didn't expect to. His suites were spread out. We were in the very front and he was also taking care of the aft penthouse suites on the same deck. But we did see him every day at least a couple of times and I would love to have him as a butler again someday.

 

We did receive a letter on our final night giving us the instructions for disembarkation the next morning and we met in the theater when it was time to leave.

Edited March 20, 2014 by perkydebrajean

[garycarla]

If I read this right, the two issues were embarking and disembarking.

 

I had typed a response, but it was about the same as others, do I deleted it.

 

We are off to another suite visit soon and see no problems ahead.