Not fair customer service

[wallie5446]

OK, who went and found a different computer and set up a new address to have this tad bit of fun with everyone?:confused::D

A repeat X cruiser that just found Cruise Critic, and is now taking their ball an bat to play elsewhere. Right:rolleyes:

 

Fess up!:)

[GOLDENBONNY]

you would never smell smoke in your room with door closed .:cool:

[Fouremco]

Wonder if the OP was trying to sleep with the balcony does open. Isn't that a violation in itself?

And maybe the OP smuggled a bottle of booze on board, which is also a violation, but neither has anything to do with the fact that another passenger was violating the smoking policy.

[cle-guy]

Looks like Celebrity doesn’t care about the comfort of their passengers

 

They did stop the smoking on Day 6, so clearly they did care. They did send a supervisor to your cabin, again they did care.

 

It's the other guest who was being difficult, and unfortunately X had to wait to 'catch them in the act' which isn't always easy. Perhaps X should have stationed security on your veranda 24/7 until they caught them?

 

and retaining a loyal customer base isn’t something they care about.

 

Or perhaps Celebrity doesn't care to spend time and resources to cater to difficult, unreasonable and demanding customers.

[d4m]

Second hand smoke is extremely troubling to some people.

 

Celebrity has a clearly-stated smoking policy and I think it is up to them to come down hard on those who think they can just ignore the rules. Celebrity has the tools, they just have to enforce them on a three-strikes-you're-out basis:

 

1. a serious warning

2. a significant fine applied to their onboard account

3. being put off the ship.

 

Part of the cruise contract that we sign should be a very clear acceptance of these terms. Frankly, if they get everyone to sign a clearly-worded cruise contract on the subject of smoking, Celebrity should be able to go straight to #2 at the first infraction.

 

If Celebrity had to pay the client the difference between an ocean view cabin and whatever the passenger paid for their balcony cabin, for the number of days they were deprived of their balcony, I think they would ramp up their enforcement game in a hurry. After all, if you can't go out on your balcony because of the smokers next door, what you have, in effect, is an ocean view cabin.

 

Exactly and brilliant suggestions. I, too, would have been extremely ticked at the situation.

 

Wonder if the OP was trying to sleep with the balcony does open. Isn't that a violation in itself?

 

Huh:confused: Why assume this scenario when there was nothing whatsoever to suggest this........................

[grandgeezer]

If Celebrity would grow a backbone, a lot of these type of posts would go away. The smoking issue should have been handled on day one, not day six. Same thing with dress code and saving seats. They are so afraid of aloenating a paying customer that their rules are ignored by more and more people every day. I didn't ask for, or offered any compensation, just enforce your rules. If this happened to me, I'd never be back. I had a problem on Holland America several years ago, and it was put off and off until the cruise was over. Nine of our first thirteen cruises were on HAL. ZERO of our last eighteen cruises have not.

[cle-guy]

Celebrity has a clearly-stated smoking policy and I think it is up to them to come down hard on those who think they can just ignore the rules. Celebrity has the tools, they just have to enforce them on a three-strikes-you're-out basis:

 

1. a serious warning

2. a significant fine applied to their onboard account

3. being put off the ship.

 

This is likely what happened, and is the policy - 1st time passenger ignored warnings, 2nd time came day 6 when caught again in the act they stopped once threatened (or perhaps were billed the fee) with the $250 and then it wasn't an issue later to go to step 3.

 

I feel X themselves must CATCH the person in the act or have proof, not rely on word of anther passenger. So many ways for there to be misinformation, or perhaps even a grudge being settled that the line may not know about.

 

Part of the cruise contract that we sign should be a very clear acceptance of these terms. Frankly, if they get everyone to sign a clearly-worded cruise contract on the subject of smoking, Celebrity should be able to go straight to #2 at the first infraction.

 

This is a slippery slope, fining people for first infractions in all cases of any violation of the cruise contract....Some may honestly not know and never read the terms (yeah I get ignorance of the rules is not a reasons to a allow violation, but people do deserve warnings I think)

 

 

If Celebrity had to pay the client the difference between an ocean view cabin and whatever the passenger paid for their balcony cabin, for the number of days they were deprived of their balcony, I think they would ramp up their enforcement game in a hurry. After all, if you can't go out on your balcony because of the smokers next door, what you have, in effect, is an ocean view cabin.

 

Seems a bit extreme to me, in all honesty. I doubt the smokers were smoking 24/7 on the cruise, likely certain limited portions of the day, it's not right, but doesn't warrant a cabin refund of any sort any more than the line should refund if it rains since the veranda can't be used comfortably or if they close the outdoor spaces due to high seas and winds.

[cle-guy]

If Celebrity would grow a backbone, a lot of these type of posts would go away. The smoking issue should have been handled on day one, not day six. Same thing with dress code and saving seats. They are so afraid of aloenating a paying customer that their rules are ignored by more and more people every day. I didn't ask for, or offered any compensation, just enforce your rules. If this happened to me, I'd never be back. I had a problem on Holland America several years ago, and it was put off and off until the cruise was over. Nine of our first thirteen cruises were on HAL. ZERO of our last eighteen cruises have not.

 

Problem is how in a REAL WORLD situation do you "handle the problem". They likely told the customer to stop smoking and were ignored. They then likely fined then $250 and the smoking stopped.

 

What could X have done the 1st time short of handcuffing and sticking the customer in the brig could have 100% stopped that guest from ignoring the policy a second time.

 

If the policy is to disembark the bad guest, what do you do if it's the last leg of the trip and you are 3 days from land...?

[TeaBag]

I think the OP was adequately compensated for the problem. As for the smoke at 1:30AM, yes, I would think the cabin door was open.

 

To the OP:

 

Make sure you know what the smoking policy is on your next cruise line. Otherwise you could have smokers either side of you, above and below you and you would be unable to do anything about it, much less demand compensation. Celebrity's smoking policy is the best out there.

[Orator]

Celebrity takes improper behavior very seriously. Celebrity will and does put people off the ship at the next port. Once witnessed a man from Security sitting at a cabin door to make certain that the young lady (use the term loosely) remained confined to the cabin. I know two frequent cruisers who would have been Zenith at the time the new program was announced who were given a lifetime ban from cruising any RCCL product for their behavior. That's why you'll heard the specific mention of behavior at the Muster Drill. However, these cases could possibly involve Celebrity in potential legal action. They need specific evidence to protect themselves in case of litigation. Can't merely accept one's word that there is a violation of policy. One of the first questions asked when I've reported smoke is: "Can you see them smoking now?". Take a picture of the violation if you can.

[Andy]

I agree with those who say that Celebrity takes the smoking issues seriously, and tries their best to deal with offenders. To the OP, I feel that Celebrity was more than fair with you.

 

If you choose not to sail with Celebrity again, I hope you find a line that caters to your needs.

[Big_G]

 

Huh:confused: Why assume this scenario when there was nothing whatsoever to suggest this........................

 

Physics! If the balcony door is closed, how do you choke on cigarette smoke from an adjacent balcony on a moving ship? I make no excuses for balcony smokers but lets keep it real.

[Merriem]

This is just too silly to merit a thoughtful response .................. I'll let the other posters speak for me.

 

Have a nice day!

 

What is silly about it. We are not smokers and cannot tolerate any kind of cigarette or cigar smoking. Frankly I do not blame the OP for his complaint.

[poolreader]

Second hand smoke is extremely troubling to some people.

 

Celebrity has a clearly-stated smoking policy and I think it is up to them to come down hard on those who think they can just ignore the rules. Celebrity has the tools, they just have to enforce them on a three-strikes-you're-out basis:

 

1. a serious warning

2. a significant fine applied to their onboard account

3. being put off the ship.

 

Part of the cruise contract that we sign should be a very clear acceptance of these terms. Frankly, if they get everyone to sign a clearly-worded cruise contract on the subject of smoking, Celebrity should be able to go straight to #2 at the first infraction.

 

If Celebrity had to pay the client the difference between an ocean view cabin and whatever the passenger paid for their balcony cabin, for the number of days they were deprived of their balcony, I think they would ramp up their enforcement game in a hurry. After all, if you can't go out on your balcony because of the smokers next door, what you have, in effect, is an ocean view cabin.

 

 

This is a great idea, except if someone reports smoking and Celebrity catches them that counts as the second time and they are fined $250 and this money goes directly to the complaining party. If they are caught smoking again the smoker must pay for the difference between an ocean view and balcony cabin for the people they hurt by smoking. I bet that would stop the smokers, and make those who feel inconvenienced feel that they are fairly compensated.

[Orator]

This is a great idea, except if someone reports smoking and Celebrity catches them that counts as the second time and they are fined $250 and this money goes directly to the complaining party. If they are caught smoking again the smoker must pay for the difference between an ocean view and balcony cabin for the people they hurt by smoking. I bet that would stop the smokers, and make those who feel inconvenienced feel that they are fairly compensated.

 

Suppose that the reporting party is in a PH: Would they get the difference between the cost of the PH and an OV?

[Merriem]

Suppose that the reporting party is in a PH: Would they get the difference between the cost of the PH and an OV?

 

I frankly do not care about compensation, but I do feel strongly about smoke. I would have ask to be moved to a different cabin....assuming there were some. Not only is it irritating, it is not good for you.

[Banjo]

Wonder if the OP was trying to sleep with the balcony does open. Isn't that a violation in itself?

 

That's a violation? :confused: Or are you kidding ;)

 

I always like to sleep with the balcony door open, like that cool ocean breeze and sound of the waves.

[cruisestitch]

They do request that you not leave balcony doors open because it causes problems for the air handling system, so no, that isn't a joke.

[NLH Arizona]

This is a great idea, except if someone reports smoking and Celebrity catches them that counts as the second time and they are fined $250 and this money goes directly to the complaining party. If they are caught smoking again the smoker must pay for the difference between an ocean view and balcony cabin for the people they hurt by smoking. I bet that would stop the smokers, and make those who feel inconvenienced feel that they are fairly compensated.

No need to make it complicated, just raise the cleaning free/fine to $1,000 and that should stop the smoking.

[Tak8]

I wonder if they ever asked their next door passengers if they would stop smoking. I'm not saying they would, but no harm in asking and only maybe the problem is handled day one.

[Jane2357]

I've had the smoking balcony neighbor :( I had no problem talking very loudly that the neighbor must not realize it but they are not allowed to smoke on their balcony. When that did not stop the smoking I called guest services - shortly thereafter there was a knock on the perps cabin door and they were given a verbal warning - this was on my word alone as I had no proof. The smoking continued and I cut out of the daily the verbiage concerning the fine/cleaning fee - highlighted it in glaring yellow and taped it to their door. Smoking stopped. :D There is no way that I would wait 5 days for the problem to be fixed because I would be complaining each and every time that it happened.

Edited August 12, 2014 by Jane2357

[deliver42]

Did you expect a free cruise?I don't think you were entitled to anything but an apology. $100.00 pp obc is extremely generous.

[CathyCruises]

Haha! DH just said he's glad the OP won't take any more X cruises, doesn't care to cruise with someone like that!

[wwcruisers]

No need to make it complicated, just raise the cleaning free/fine to $1,000 and that should stop the smoking.

 

NLH -- I agree, from the aspect that a stiffer fine might act as a more effective deterrent -- some folks think nothing of dropping $250 at the casino, or the bar. However, I think the cruise line has to justify the charge as a reasonable "cleaning fee". Unless they had to replace carpet/draperies, I think $1,000 would be a little steep for that. :eek:

BTW -- I've noticed more and more non-smoking hotels placing warning notices that violators will be assessed a cleaning fee (usually in the $200-$300 range). :cool:

[wwcruisers]

There is no way that I would wait 5 days for the problem to be fixed because I would be complaining each and every time that it happened.

 

A cruiser after my own heart! :cool: