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

[theflake]

We were on the Feb 9 sailing on the Dawn, in a 2 bedroom family suite (SC). We absolutely loved it! Embarking took about 10 minutes, and we were escorted to Cagney's for lunch. We had been in the same suite the year before, so we passed on the offer of an introductory tour after lunch. Patrick was great, much better than the concierge we had the year before. We saw him every day at breakfast in Cagney's, and he always came by to chat. After breakfast, we would meet him in his office and he would escort us straight to the gangway off the ship-no waiting with the great unwashed! ;) He also escorted us right off the ship on the last day, bypassing the line completely. Always with a smile. I think most employees try to gauge just how much interaction the passengers want, and react accordingly. We were recognized by most of the waiters, especially in Cagney's (possibly because my teenage son ate two breakfasts there some days!)

 

We got the UDP this time, and as a result never ate at any of the "free" restaurants. Honestly, we felt almost like royalty! One night there was a line outside the theater for the comedian Tim Kaminski, and we strolled right up to the front where a butler stood behind a velvet rope beside a sign that said "Private Function". I pulled out the purple keycard, and the rope was pulled back in about 2 seconds! It's good to be king, if only for a week!

 

You will have a great time. If you want anything, just ask. Chances are good you will get it! Have fun!

[beachmonkey]

Our first suite experience was on the Pearl and Patrick was also our concierge. We were not impressed with him at all. He was not really very helpful or available. We were in an aft cabin which is removed from many other suites. For that reason, we kind of wrote it off to our cabin location and the fact that he must be very busy.

 

Our Butler was great. He was training someone else on the other side of the ship, but that did not stop him from making us feel special.

 

Last year, we had Ruth on the Breakaway. This was the innaugural trip out of New York to Bermuda. The staff was still learning the ropes and getting their own bearings, but they were the top performers for the new ship. Ruth and her team were AMAZING. Always available, helpful, and cheerful. They also worked well with our butler to create an amazing experience.

 

Looking forward to our suite on the Breakway in April!

[eargal]

We've sailed in suites 4 times in the past couple of years. A 2 bedroom family suite on the Pearl once and 3 times in the Family suites on the Star. We had Patrick as concierge twice on the Star.

 

I will say that Patrick was my favorite. Patrick has a quiet calming charm about him. He was able to find a nice balance for our family of friendly and helpful without pushing interaction. I am assertive (you could insert a "no kidding" from my DH here) and I do think working with Patrick required me to ask more direct clarification questions in certain situations than with the other concierges.

 

Also, there are a lot of suites on the Dawn and Star since the addition of all the new suites 12 forward. I wonder if this contributes to the sense of confusion noted with embarkation and debarkation?

 

We are set to board the Dawn on April 6th in a Family suite with balcony and are very much looking forward to having Patrick help us once more.

[newmexicoNita]

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.

 

This is very interesting: I thought it was just me, but I was just not impressed with him either, on the Sun last December, I knew he was moving to another ship. In all fairness, he did take us to Cagney's. Well not Cagney's on the Sun, it was Aladagios, but regardless, he did escort us there for lunch on embarkation day. He visited each table every meal we had there (most breakfasts and about 1/2 of our lunches) still we never thought he gave a tinkers damn about us. Every other concierge we have had made us feel special. I would like to add, Patrick did send us a letter about debarkation, and he was there to escort us off. I can't say he didn't do anything for us, it is more like, he just went through the motions. OP, you might have expected a little to much hand holding, but I understand and I don't blame you for feeling a little disappointed.

Edited March 20, 2014 by newmexicoNita

[Fishbait17]

Here's what NCL says on the website:

 

EXCLUSIVE AMENITIES ON SUITES AND PENTHOUSES

 

Special Services

Distinctive keycard

Butler & concierge service

Butler to unpack your luggage

 

Eats, Treats and Libations

Champagne, custom selection of liquor, fruit, bottled water and sodas

Sparkling wine, bottled water and fruit on Embarkation Day

Mini-bar and espresso/cappuccino machine

24-hour Room Service

Special Suite menus

Treats delivered right to your door each night

 

Thoughtful Touches

Bliss Collection by Norwegian™ pillow-top mattress

Fine linens, feather duvet and pillow menu

Plush bathrobes, slippers and towels

 

Arrival and Departure

Priority embarkation and disembarkation

Escort to suite

Priority boarding of tenders to shore

Complimentary limousine service from pier to airport (for Garden Villa guests)

 

*Square footage and stateroom configuration and capacities vary by ship. Actual amenities vary by ship and category

 

Notice that last line above ^^^. That's the disclaimer that most people don't always either read or understand. Yes, it can be misleading that NCL puts all the different suite amenities on one listing, because they don't apply to all ships and categories. For example, one might complain that they didn't get champagne or liquor or sodas in a penthouse, when those amenities are only for Owner's Suites and above. On the Sun, almost everyone gets a personal escort to their suite because there are so few suites. If everyone got a personal escort and suite tour on the Breakaway, you might be waiting for hours for your turn - too many suites and only a handful of butlers - and then people would complain that they had to wait so long to embark. It also says the butler will unpack for you - does anyone really expect to enter your suite to find the butler unpacking your things without asking? imagine if everyone asked their butler to unpack for them on the first day - the butler might never make it to your cabin to even introduce himself. Every ship, and every sailing is different. It's a fluid process and it's very hard to list every possible combination that may or may not be available or offered from ship to ship or week to week.

 

I find that any type of suite embarkation makes me feel "special" - I'm not waiting for a number to be called, I'm not waiting on a long line to board, I go to lunch at a peaceful, lovely venue instead of fighting my way through the buffet. If my butler doesn't introduce himself until day two because other suite guests take up his time with their many needs, it's fine with me - if I really need anything I know I can call someone. I don't need to be doted on like some people prefer, and there's nothing wrong with wanting to be doted on either (especially if I spend $5000 on my suite when others are paying $20,000). My main point is, if it's important to you, ask for it!! If you would like a personal escort to your suite after lunch, ask the concierge to arrange it - if someone is available, it will be done. Also, suites are generally ready before all other cabins, but if you didn't know that from reading CC, you might be disappointed that you "had to wait", just because you didn't know that you didn't have to wait...

 

It really is all about expectations. Like I said before, you read about others experiences on here and might not take note that they were on a different ship or in a different suite category or had different staff, and all those possibilities accumulate in your mind. If there is something specific that's important to you, ask that very specific question here and make your needs known on board - if it's possible, it will be done. But expecting every possibility to be done automatically will only set you up for disappointment - the staff is shared among many suite passengers!

 

Robin

Edited March 20, 2014 by Fishbait17

[david_sobe]

As noted by everyone... the suite experience varies from ship to ship. Who the butler and concierge is also a major part. I have sailed and met the butler immediately at boarding. Our last Epic trip, I never met the butler for 2 days. Eventually I asked the concierge to tell the butler to stop by and introduce himself. I have had the concierge give us free bottles of wine and visit us at breakfast and dinner every day. And I also have had a concierge that would not even say hello if you walked past the desk. She only responded to things you asked. She was not proactive.

 

So you cant lump the suite experience in on category. Each cruise and each passenger experience is different.

 

I have yet to experience the bubble bath with the butler feeding me grapes and flossing my teeth. But maybe someday ;)

Edited March 20, 2014 by david_sobe

[DMH15]

I remember when my dad was in the hospital for a few weeks toward the end of his life. I was amazed at all of the nurses who cared for him. It was hard to pick a favorite or least favorite. But I soon realized that they all had their own individual styles or ways of caring for my dad. I equate the same to the butlers, concierges and stewards. I do not think it is realistic for me to expect a "cookie cutter" model of any. I do think it comes down to reading people and hopefully their reading of me to develop the type of interaction I want. I imagine where some posters feel a concierge is aloof or disconnected perhaps they read the same in us. Maybe they can't or won't come out and ask us, "what do you want of me", or, "do you want to be left alone?"

 

Regarding embarkation and disembarkation it seems to me the numbers alone makes it impossible for the butler to escort every suite passenger to their suite. But this is advertised? So, perhaps some NCL person should do this. In my case, I tend to book the same ship, my favorite, the Sun. My first time I was so appreciative to be escorted to Il Adagio, (the Cagney's equivalent). Subsequent times on the Sun I did not need an escort. However, on my last cruise we were escorted as a group. When Monica, the concierge, announced the suites were ready we said we would go unescorted. It seems our group, (20 suites, no Haven), were repeat cruisers and pretty low maintenance. BTW, Monica and Teresa, our butler were fantastic.

 

Our first butler was not good and two other suite's pax were unhappy as well. Our cruise was this butler's last. But so many other things about the Sun suite life keep us coming back for more. Ready for our PC cruise in October.

 

I would not hesitate to speak up if I feel I am not receiving what I paid for.

 

Also, sometimes it just boils down to personalities. I had a nutrition teacher in college who others loved but I just think our personalities did not mesh, therefore, I felt we never connected.

[isdoo]

At the end of the day on the NCL website it says under 'The Haven Experience' / 'Service'

 

From the moment you arrive, your VIP treatment begins. You'll be personally escorted to your suite and a concierge will help plan your day whether it's hosting a private party or reserving a private tour ashore. And our professional butlers offer the highest level of personalized service 24 hours a day. We are dedicated to making your experience truly first class.

 

That is what every suite guest should receive surely? Of course they may wish to decline some of it, but it should be offered to all.

[Fishbait17]

At the end of the day on the NCL website it says under 'The Haven Experience' / 'Service'

 

 

 

That is what every suite guest should receive surely? Of course they may wish to decline some of it, but it should be offered to all.

 

I can't find that verbiage exactly, where is it listed? I did find the Haven by Norwegian website that shows "The Haven Experience" and "Service" but it says something different - not that it matters as I thought we weren't necessarily speaking about Haven Suites but a non-Haven penthouse instead (the Dawn doesn't have a Haven)?

 

Robin

Edited March 20, 2014 by Fishbait17

[NayRN]

The one and only time I was escorted directly to my suite was when we were in the Garden Villa......and then we were just dropped off! The Concierge opened our door, we entered, and she didn't follow us in....which I found to be a little odd. Other than that, I've waited just like everyone else for the "cabins are ready" announcement.

 

I also don't cruise for the butler or concierge....I enjoy the extra space!!

 

Have a great time on your next cruise!!

[Redheel Girl]

Your experience would be disappointing. I have seen a bit of a change in the way they have the Suites taken to Cagneys. It use to be your Butler (Aft Penthouse) would take you aboard and show you around your Cabin. Then it got to be a Junior Butler would take a few Suites Passengers to Cagney's. Out of Ballentyne they took all of the Haven and Owners Suites together to the Haven and showed them around. A lot has to do with the Concierge and how good they are. I do think there is a pecking order. Your Butler should bring Canapes each afternoon. But if you have your do not disturb sigh on they will never come to your Cabin. I found that out the hard way. You do need to ask for what you want and need and don't wait hoping they will read your mind. Have meals brought to your Cabin but just let them know what your needs are. Tell the Butler what you want in the room and they will be happy to get it...I will admit it isn't quite as special when they take a group to Cagneys and not as personal. I book a Suite for the room and Cagney's and Embarkation and Disembarkation. Each Concierge does it differently.

[RosieRoo]

As noted by everyone... the suite experience varies from ship to ship. Who the butler and concierge is also a major part. I have sailed and met the butler immediately at boarding. Our last Epic trip, I never met the butler for 2 days. Eventually I asked the concierge to tell the butler to stop by and introduce himself. I have had the concierge give us free bottles of wine and visit us at breakfast and dinner every day. And I also have had a concierge that would not even say hello if you walked past the desk. She only responded to things you asked. She was not proactive.

 

So you cant lump the suite experience in on category. Each cruise and each passenger experience is different.

 

I have yet to experience the bubble bath with the butler feeding me grapes and flossing my teeth. But maybe someday ;)

 

I totally agree with what you've said, however I'd draw the line at the bubble bath :eek:

 

On my recent Dawn sailing we weren't escorted onto the ship, rather pushed into the line of other passengers who were boarding and disembarkation was an absolute nightmare, but that in part was due to the fact the we arrived hours late due to fog. As you say, every experience is different and it could change from week to week, not just from ship to ship.

[donnabonna]

My first experience in a suite was on the Star also with Patrick. I too was disappointed with him, my butler and the suite experience in general. I also expected to be escorted to my suite because NCL says it on their website and in the suitepamphlet that they send with the luggage tags. We were escorted in a large group (100+) to Cagneys bt Patrick. I was so disappointed that I almost did not try a suite again but decided to give it another go on the Gem last summer. It was a totally opposite experience. I felt special and pampered by our concierge Kadek and my butler. What I realized is that the suite experience varies from ship to ship, concierge to concierge, and butler to butler.

 

We expected to get an invitation to the chocolate buffett early on the Star, but were rudely told by Patrick that it was only for Owners Suites and higher. I did not expect it after that on the Gem, as it has a Haven and I was in a penthouse, but we were invited by Kadek.

 

Here is what I learned from my two very different suite experiences.

 

An ok concierge will do what you ask of them. A great concierge will go out of their way to make your cruise experience the best it could be. I never saw Patrick except at breakfast. Kadek would find us every evenibg at dinner even if we did not make a reservation. I swear he was psychic. A great concierge will not make you feel lesser for staying in a lower level suite. A great concierge will phone your butler from Cagneys to see if your suite is ready even if no announcement has been made that the cabins are ready. A great concierge will get you into the Choc. Buffett even if you are just in a penthouse. A great concierge will let you sit in the reserved suite area for shows, again even if in a penthouse.

 

An ok butler will bring you the daily treats and perform upkeep on your coffee machine. He will also deliver room service, not course by course. A great butler will notice what you like and also bring you other snacks without being asked. My Gem butler noticed that I brought pretzel rolls and fruit back to our cabin and brought them to me with our daily treats. He alsonoticed that my sister brought back cookies in the evenings and after day 3 she never had to get them herself or even ask for them. The were just left there for her when we returned from dinner.

 

I learned not to expect to be treated the same on each cruise. It varies greatly. I hope that I have the same wonderful treatment on my next Gem cruise but will understand that not all butlers and concierges are the same. I think that NCL should not advertise certain things about the suite life that they cannot possibly provide like an escort to you suite. For someone who expects it because you are told it would happen, it starts the cruise on a disappointing note.

 

I did complain to NCL about issuses that I had with both Patrick and my butler. They did respond and sent me a letter along with a nice bit of OBC for my next cruise. I did not expect it but appreciated it.

 

I also learned that if you arrive at the port too early, you get herded to Cagneys with the masses. I arrived to the Gem after all of the suite guests were let on the ship and we were personally brought up to Cagneys by our butler.

 

Sorry your first experience was disappointing like mine. Hopefully your second try will be as equally wonderful as mine was also.

[georgiajersey]

I love this conversation because one of the very favorite concierges with super-glowing comments on CC was actually the worst concierge we have had - and it was in the Garden Villa. Interestingly, although he was terrible, Roland was our waiter and we thought he was fabulous. We cruised on the Sun in December in 2 aft penthouse suites and we all enjoyed Patrick and had absolutely no problems with his attention or attitude. We are hoping he IS our concierge when we cruise on the Dawn in June. The best concierge we've ever had is Virginia who handled our large VIP group exceptionally well. BTW, our embarkation process in Miami for the Sun was terrible, but I don't think it was NCL staff. Even though we were suite guests, we were directed away from the suite waiting room to the "regular" lines 3 times. Finally, my husband, who is 6'4", actually had to push our way past the gatekeepers into the VIP lounge. That's one of the reasons I keep him around.;)

[ksimpso3]

I think my experience was just the opposite. Our first suite was in a garden villa on the Dawn. We were treated like royalty from the minute we entered suite pre-boarding area until we were escorted to our limo for trip to airport after the cruise was over. Virginia was our concierge. She was awesome !! We had many opportunities to see and hear her interact with other suite passengers and she treated everyone with the same concern and respect regardless of what type of suite they were in. Our butler Mark was wonderful also .

 

Our second suite was on the Pride of America in a 2BR family aft suite (which I believe is the lowest category suite). I did not expect the same level of attention we received in the GV, but I didn't expect the lack of attention we received either! The concierge Thomas never knew our name. We only saw him if we went to Cagney's for breakfast...where he did at least walk around to every table and ask what peoples plans were for the day. We only saw our butler (I think his name was Juan but can't remember) twice. He showed up our first day and explained coffee machine and one other evening but nothing more than that. We did have our afternoon treats left in cabin every day. I realize that Hawaii is very port intensive so I understood a bit , but I do feel that we weren't that "important" because we were in the "cheap" suite. It was very disappointing but didn't ruin our cruise by any means.

 

We are trying a spa suite on the Getaway in May so hoping for something better than the POA experience.

 

Sent from my SPH-D710 using Forums mobile app

[JimAOk1945]

After getting glowing reports from my wife's cousin about her past cruises with NCL, I started doing research here on CC and came across this thread.

 

We have never sailed on NCL so I find this thread is really interesting and informative. I guess there isn't much difference between the concierges from one cruise line to another. We have had some great ones and not so great.

 

Happy sailing everyone! It's a great way to travel!

[itravelalot]

We have cruised in Owners Suites and Penthouse Suites numerous times on NCL. It is always a different experience but never have we felt like we needed more attention. We do tend to be very self sufficient so other than some breakfasts, a movie delivery or something for our son, we don't ask for much from our Butler. We very rarely eat in the dining room so we use the concierge for reservations quite a bit.

 

Embarkation is always the same.. Wait in the private area and get on the ship with a group of 5-7 others and taken directly to Cagney's..

 

Our last few cruises we found getting off the ship for excursions or disembarkation was easier and faster to do it on our own rather than waiting to be escorted off the ship..:)

 

Wendy

[Cubechick]

The suite life definitely has a learning curve.

 

It is difficult to align NCL's advertised perks with individual crew and your own expectations.

 

I have to admit the main reason we book suites is the space and the Lavazza machine!

 

We use the concierge and butler minimally. Even so some of each stand out (for the good or the bad). We deal with this by adjusting our tips accordingly and never let the bad damper our vacation. We were seriously on a 20+ cruise when a butler finally explained the Lavazza machine to us, lol. :rolleyes:

[NoDayButToday00]

There seems to be a large discussion on the higher level suites and the Aft Balconies. My question, does anyone have a review of the experience in the Spa Haven Suite in regards to the concierge and butlers?

 

We are doing our first NCL cruise in April but chose the Haven Spa because of the access to the Haven and the Spa. Based on this, I feel we are making a mistake and our cruise won't be as special as other high end suites we have done on other lines.

 

Thoughts?

[don't-use-real-name]

If anyone knows which ship Patrick is still "working" on please let me know.

 

Hopefully he isn't on Getaway in May...........

 

Are you all referring to the one and ONLY "Patrick" who seems to be on a

variety of ships ? Seems to be an awful lot of "Patricks" running around !

[Tricialy]

This is just my two-cents . . . We've sailed in an aft-penthouse suite twice. The first time on the Star wasn't that impressive. The butler was great and we don't ask for much - really we asked for nothing specifically - but we had snacks everyday and he was friendly. David was the concierge and didn't have any idea who we were. The ONE thing we asked for was to change a reservation at one of the specialty restaurants. We could see on the availability screen that the time we wanted was "green" - we stopped by the reservation desk to do it ourselves, but they didn't open until 8 am. When we saw David at breakfast that morning we asked about it (actually we went to his desk - we never once saw him at Cagney's) and he flat out told us they had no room without looking. After breakfast we went down to the to the reservation desk and changed the reservation ourselves. I was pretty turned off - it would have taken him 30 seconds to check for us. The staff at Cagney's was awesome. They knew our names and room # after the 2nd day. David wasn't there when we disembarked with the other suite guests, so we didn't end up tipping him and I really didn't feel too bad about it. I've read glowing reviews about the guy - maybe we didn't look like big tippers, maybe other suite guests were running him ragged - who knows?

 

Our next time in a suite was on the Jewel and we were in an aft-penthouse again. The concierge was Elvina and she was night and day different than David. She greeted us by name everytime she saw us, called to check on us and see if we needed anything - we never did, but she still got a really good tip for checking up on us and being friendly. We saw her around the ship a lot. The Cagney's staff wasn't as friendly, but we really had no complaints - just not the "above and beyond" treatment we felt like we got on the Star.

 

Both times the ship was sold out (holiday weeks) - but after our treatment on the Jewel, my husband is stuck on the suite life. I could go back to a picture-view window cabin, go figure.

 

Our next cruise is on the Star again, it's my least favorite NCL ship (LOVE the Pearl) but we want to take a Baltic Cruise - so hopefully our experience will be better. We booked a family suite, so maybe that will make a difference in our treatment.

[isdoo]

I can't find that verbiage exactly, where is it listed? I did find the Haven by Norwegian website that shows "The Haven Experience" and "Service" but it says something different - not that it matters as I thought we weren't necessarily speaking about Haven Suites but a non-Haven penthouse instead (the Dawn doesn't have a Haven)?

 

Robin

 

Hi Robin,

 

On the UK Haven website.

 

http://www.thehaven-ncl.co.uk/experience/#service

[sunshine nana]

I was asked what we liked and didn't like about the aft penthouse suite. Our first was 2008 on the Jade and second was 2010 on the Gem. What we liked: large cabin with tub, dining table and huge balcony overlooking wake. We liked the curtain around the bed so one person could be sleeping. We liked the special parties for suite guests, separate embarkation waiting area, priority tendering.

What we didn't like: Small love seat instead of couch.

[Fishbait17]

Hi Robin,

 

On the UK Haven website.

 

http://www.thehaven-ncl.co.uk/experience/#service

 

Thanks Ian! There we go again, yet another difference between the US and UK websites :). The more I think about this, I am recalling that the majority (if not all) of our "escort to suite" experiences were on European sailings. Could be coincidence, or timing/years, higher level suites on those sailings, or geographical differences???

 

Robin

Edited March 21, 2014 by Fishbait17

[isdoo]

I would say that many cruise lines differentiate between US and EU cruises.

 

Both markets offer differing competing products and probably different expectations by higher paying guests. Which is why most ultimate beverage packages were started in Europe before moving across the pond, although not sure if NCL's started fleetwide straight away.

 

I can only go upon what is written on the UK website as that is where my cruises are usually booked via. I am sure that expectations of other suite guests will be based upon what they read as published by NCL.