Our recent experience in the Regal Enclave...

[smixsell]

Hello all,

 

For those of you out there who love the thermal suites and have (or had) high hopes for the Enclave, I wanted to share a bit of information about our recent experience in Regal Princess' Enclave. Because my wife and I love Princess Cruises and because I would rather not re-tell the tale of an unpleasant experience more than necessary, I will simply share with you folks an e-mail I wrote to Princess customer service today. If any of you have had similar experiences, I urge you to contact Princess as well. Hopefully they will get their act together and prevent poor management from ruining an otherwise beautiful facility.

 

Anyway here is the e-mail:

 

Dear Princess Customer Service:

 

My wife and I all are platinum Princess Captain’s Circle members and also Carnival Corporation shareholders. We have always found the level of service provided in on our Princess cruises to be excellent in every way. We recently sailed on the Regal Princess to the Eastern Caribbean that departed on February 14, 2016. While we were absolutely delighted with our cruise experience overall, so much so that Regal Princess is now our new “favorite ship,” there was one aspect of the cruise we found extremely disappointing---one area where not only were the services provided not up to the typical Princess standards of excellence, but were quite frankly very poor.

 

The area of disappointment involved the Enclave. We purchased passes for the Enclave for the entire cruise immediately upon boarding the ship. We had similarly purchased passes for the thermal suite on an earlier sailing on Sapphire Princess, and absolutely loved the services provided on that occasion. After watching videos about the new enclave, and receiving a tour of the enclave upon boarding the ship, we eagerly signed up for the entire cruise. However, not only did the Enclave fail to live up to Princess standards, but it instead provided an experience that could best be described as poor, and certainly well below our previous experience with the thermal suite on Sapphire Princess.

 

For starters, the tile/stone beds and waterbeds, which Princess currently describes as heated on promotional videos on the Princess website, were not heated. Although this was profoundly disappointing because the heated beds on Sapphire were our favorite part of the cruise, it was not entirely unexpected. We had been forewarned by postings on Cruise Critic’s bulletin boards that although these beds were heated during the early Regal Princess sailings, that for quite some time the these beds were not being heated. Also, we were informed during our initial tour of the Enclave, that these beds would not be heated. Still, I find it somewhat difficult to comprehend how an item such as these heated beds --- which are a favorite of so many if Cruise Critic’s bulletin boards are to be believed and which Princess continues to advertise on their video as heated --- would remain turned off. However, at least we were aware of this disappointing fact before we purchased our cruise long Enclave passes.

 

Unfortunately, several of the Enclave's other deficiencies were not apparent during our initial tour of the facility shortly after our boarding. For example, the various sauna and steam rooms were all very hot on the day of our initial tour. Also, one of the steam rooms had a distinct and wonderful menthol type aroma , which was promoted during our tour as a regular feature of the room. However, by day two of our cruise the wonderful aroma had diminished considerably, and by day three of the cruise the aromatic fragrance in this steam room was completely gone, never to return. Even worse, by day four of the cruise, the steam and sauna rooms had all become much cooler, rendering them much less than enjoyable. Worse still, and perhaps most disappointingly, the temperature of the therapeutic pool had also become much cooler by day four, and had become downright cold by day six, rendering it completely useless. And perhaps worst of all, although I made Spa personnel aware of the lack of heat in this steam, sauna, and therapy pool on several occasions; there typical response was, “we had to turn them down because someone complained that they were too hot.” However, when I informed them that they were now not only “not too hot,” but actually quite cool or even cold, their half-hearted assurances that they would make these facilities warmer never resulted in any improvement in the temperatures of these facilities during the approximately 1 hour I remained in the Enclave area.

I do want to stress that at all times the staff of the Enclave were extremely polite and seem to be doing their best to accommodate my wife and I in every way --- aside from their obvious reluctance to take action on our complaints of a lack of heat in the steam, sauna, and therapy pool.

 

However, despite the Enclave’s beautiful infrastructure and polite service, the extremely inconsistent and disappointing operation of the facilities outlined above makes it highly unlikely that we will ever use this facility again. And this despite the fact that similar facilities on other Princess ships have always been our favorite part of our earlier cruises. Additionally, I would like to point out that on the sixth day of our cruise I had conversations with three other Enclave guests who each expressed similar profound disappointment, and even some degree of anger, concerning the absence of quality control over conditions in the steam rooms, sauna, and therapy pool and the lack of responsiveness on the part of the Enclave’s management to their complaints. In my opinion, the lack of quality control of the Enclave facilities, which was essentially a “non-thermal” suite, was by far the worst aspect of any of our previous cruises with Princess. And perhaps most unfortunately, the distinct impression created by the Enclave’s management was that their primary goal was to ensure that all the facilities were operating well at the start of the cruise when Enclave passes were being sold, but that once the passes had been sold they were not really overly concerned with the quality of the steam, sauna, and therapy pool services.

 

It is my sincere hope, that these problems will be addressed. It is a shame that on Princess’ newest ship the beautifully constructed Enclave facility not only provides less comfort and enjoyment than the thermal suites on older ships, but also actually provides less comfort and enjoyment than the free steam and sauna facilities on those ships which do not even have a thermal suite.

 

As things stand now, I doubt that we will be signing up for the Enclave during our next cruise in December 2016, unless Princess can give us some reasonable assurances that these problems have been corrected. Additionally, I intend to post a review/summary of these problems on Cruise Critic’s forums, along with Princess’ response of course, in order to make sure that other cruisers are not similarly disappointed.

 

Sincerely,

 

<me>

 

I will let everyone know how they respond. It truly is a shame that the Enclave, as managed during our otherwise wonderful cruise, was essentially a "non-thermal" suite.

[CATGUY7]

All the steam rooms were very hot the entire week during our January Regal cruise. We were bothered that the stone loungers weren't heated too.

[riclop]

They will probably not answer.

[lovevacadays]

They will probably not answer.

 

I think there is a good chance they will contact the OP. The letter is well written and informative for Princess. I have written a letter to Princess before and they contacted me.

[IECalCruiser]

The Enclave was a highlight of cruise on the Regal almost two years ago. The tile loungers and waterbeds we nicely heated and the hydrotherapy pool was a heavenly way to relax after a full day of touring in the Med.

 

It is absolutely absurd that the tile loungers and waterbeds are no longer heated. What purposes do they now serve. We have been in the Thermal Suite/Enclave on the Coral, Sapphire, Emerald and Regal and the tile loungers were all nicely heated [emoji4][emoji4]

 

Steam rooms, saunas and hydrotherapy pools are supposed to be heated and if some people have a problem with the temperature, they should not purchase the TS/Enclave [emoji33]

[easyboy]

Thanks for sharing your experience.

[smixsell]

The Enclave was a highlight of cruise on the Regal almost two years ago. The tile loungers and waterbeds we nicely heated and the hydrotherapy pool was a heavenly way to relax after a full day of touring in the Med.

 

It is absolutely absurd that the tile loungers and waterbeds are no longer heated. What purposes do they now serve. We have been in the Thermal Suite/Enclave on the Coral, Sapphire, Emerald and Regal and the tile loungers were all nicely heated [emoji4][emoji4]

 

Steam rooms, saunas and hydrotherapy pools are supposed to be heated and if some people have a problem with the temperature, they should not purchase the TS/Enclave [emoji33]

 

I couldn't agree more. My best guess is that there now something fundamentally wrong with the people who manage the facility, at least on Regal. I'm hoping that more people will complain and Princess will do something about it. The cold tile loungers and cold waterbeds are just absurd, as you have said. The cold sauna and therapy pool later in the cruise were just adding insult to injury.

[CaliforniaAC]

Also, it would be notable that there would be sanitary issues if the heat is not high enough, or turned off all together.

 

I think Princess will be getting in contact with you.

 

After an extremely low scoring on the guest survey I turned in on board the Crown Princess on our November 2015 cruise that was completely deserved ( and I am easy to please) someone from Princess emailed me personally to discuss it.

 

Thank you for the heads up.

 

AC

[RDC1]

Very well written and specific letter. It should get a response.

 

Reading it does raise the question about what are the standards for operation. The ship should have operation guidelines that would give the temperature range for the items in the enclave. Might be interesting to ask for that information and use that for the basis of discussion. That would indicate if the staff was operating outside of the guidelines.

[rebeccalouiseagain]

We toured the Enclave the first day too and would have been interested in trying it out- but they don't sell daily passes. On our March 2016 cruise I touched the tile beds and they were cool to the touch and the tour guide said they aren't heated. I thought that was odd.

 

My friend and I decided against passes because we both felt we might use the Enclave once but wouldn't be interested in using it for a whole week. Especially when it was nice and sunny outside.

[4cats4me]

I had a good experience at the enclave in 2015, and I could swear the beds were heated. I had a poor experience last month on the Regal, but it was due to other reasons. No, the beds weren't heated but all the saunas and therapy pool were hot enough. My issue was with certain passengers who would come in and loudly disrupt others and the kicker was when a spa employee decided to have a LOUD conversation with a passenger who was in the enclave and their full-voice conversation lasted for 20 minutes.

There were just too many days like this at the enclave where we'd be relaxing and others would come in and disrupt (some didn't realize it, I'm sure, but others did realize and just didn't care how their boorish behavior affected others)

So for that reason alone we won't be purchasing an enclave pass ever again.

 

 

 

Sent from my iPad using Tapatalk

[blkspy]

The amusing thing.....the Tile Beds were NEVER heated :eek: they may have appeared warm because of the heat in the room, but there is no heating devise connected to the loungers. Don't believe me? Ask a maintenance person away from the Enclave area.

 

Grand class ships with its Free (for now) steam/sauna rooms rates over the $200 plus Regal/Royal cost.

 

Enclave IMHO should be paid ONLY with Onboard Credits, not out of pocket--the bite isn't so painful this way. This is IMHO Only. About to take 4th Regal cruise (Royal once) Enclave experience is on a Downward slide.

Edited May 11, 2016 by blkspy

[TracieABD]

I had a similar experience on the Royal with the Enclave. I opted not to do it on my last Royal cruise.

[Go-Bucks!]

Sorry to hear of your disappointing experience at the Enclave. I also love the Thermal Suites and was excited that now the Enclave is included in full suite perks so I could try it without paying extra:

 

• Lotus Spa® Thermal Suite Access on select ships††
  

†† Included on Royal Princess and Regal Princess

 

 

I can't believe they would actually design the tile beds to not have heat - what's the point??? Cold tile isn't relaxing. I'm willing to visit the Enclave cuz it will be free, but I'd never pay money or OBC for that.

 

 

Princess, please fix this before Oct., 2017! ;) Thanks.

[2cruizinfools]

We were on the Regal 04/17/16 for a 14day transatlantic, we also purchased the Enclave and were also disappointed. We had previously enjoyed the Enclave on both the Regal and Royal during their first Caribbean seasons, the steam rooms were pleasantly scented as were the showers, we enjoyed it so much we didn't hesitate to sign up for our 14 day cruise. We too were disappointed and will not pay for this service again, we also found the steam rooms not as hot as they should have been and after the first day, there was no aroma anywhere, steam rooms or showers. Definitely no longer worth the price charged.

Edited May 11, 2016 by 2cruizinfools

[IECalCruiser]

The amusing thing.....the Tile Beds were NEVER heated :eek: they may have appeared warm because of the heat in the room, but there is no heating devise connected to the loungers. Don't believe me? Ask a maintenance person away from the Enclave area.

 

Grand class ships with its Free (for now) steam/sauna rooms rates over the $200 plus Regal/Royal cost.

 

Enclave IMHO should be paid ONLY with Onboard Credits, not out of pocket--the bite isn't so painful this way. This is IMHO Only. About to take 4th Regal cruise (Royal once) Enclave experience is on a Downward slide.

Sorry, but the maintenance person did not know what they were talking about and maybe that is the problem [emoji33][emoji33] The tile loungers were definitely heated on the Regal in September of 2014 and were just as nice as those on the Coral, Sapphire, Crown and Emerald [emoji4][emoji4]

[blkspy]

Sorry to hear of your disappointing experience at the Enclave. I also love the Thermal Suites and was excited that now the Enclave is included in full suite perks so I could try it without paying extra:

 

• Lotus Spa® Thermal Suite Access on select ships††
  

†† Included on Royal Princess and Regal Princess

 

 

I can't believe they would actually design the tile beds to not have heat - what's the point??? Cold tile isn't relaxing. I'm willing to visit the Enclave cuz it will be free, but I'd never pay money or OBC for that.

 

 

Princess, please fix this before Oct., 2017! ;) Thanks.

 

With the price of a Suite, you're paying.....obc is free money--isn't it :eek: when using your included perk.....ask a smart looking maintenance person about the tile beds.

 

I'm convinced the guy who designed them also decided on the Blue carpet on both odd and even numbered cabin hallways.......decided the ship didn't need a milk shake machine.....thought it was a great idea to put the gym/spa on opposite ends of the ship. And no seating in the locker rooms. Paid cabanas in a Free pool area. Also that no one cared about the Wheel House Bar. Cold tile beds? Same guy:D

Edited May 11, 2016 by blkspy

[blkspy]

Sorry, but the maintenance person did not know what they were talking about and maybe that is the problem [emoji33][emoji33] The tile loungers were definitely heated on the Regal in September of 2014 and were just as nice as those on the Coral, Sapphire, Crown and Emerald [emoji4][emoji4]

 

Well they surely didn't work in October 2014, Jan 2015 nor October 2015....... Have they worked for Anyone since September 2014???? The Maintenance supervisor (his name tag said Supervisor) we asked appeared pretty smart. Bet they Wont be working on the next cruise. The Enclave is like the casino--you know it'll turn out bad--but you hope you're lucky ths time.

 

Good luck the next time everyone sails.

[smixsell]

Well they surely didn't work in October 2014, Jan 2015 nor October 2015....... Have they worked for Anyone since September 2014???? The Maintenance supervisor (his name tag said Supervisor) we asked appeared pretty smart. Bet they Wont be working on the next cruise. The Enclave is like the casino--you know it'll turn out bad--but you hope you're lucky ths time.

 

Good luck the next time everyone sails.

 

I have no doubt that they were designed and constructed to be heated. There is no reason for a bed to made of tile otherwise. The beds are identical in appearance to those in the thermal suites on other ships which are heated. Princess' own promotional video for the Regal on their website currently says the beds are heated.

[blkspy]

I have no doubt that they were designed and constructed to be heated. There is no reason for a bed to made of tile otherwise. The beds are identical in appearance to those in the thermal suites on other ships which are heated. Princess' own promotional video for the Regal on their website currently says the beds are heated.

 

This is a conversation that has been rehashed over and over here on CC. I'll concede this point.

 

Durining my 3 Regal cruises...there appeared to be malfunctions in the advertised heated tile beds :) We never found out why they didn't work...I have no doubt some sort of maintenance issue. No refund was requested, nor offered. During our upcoming Regal cruise and surely our Royal TA....we will request a test of the tile beds. Hope they will be working. Hope they work As Advertised on Everyone's planned Regal cruises.

 

Happy Sailing.

Edited May 11, 2016 by blkspy

[smixsell]

I agree that it's most likely a maintenance (or management) issue. My hope is that all of us who are seriously disappointed by this failure will let Princess know about it.

 

 

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[mamaboss]

We sailed Royal about 6 months after she entered service. I loved the enclave. I was surprised that the beds were not heated but I booked it with the intention of using the pool and saunas mostly so I was not disappointed. The pool and saunas were very warm then. I don't think I have ever complained on a cruise as I will make lemonade of lemons. I will book the Enclave on my Feb. Cruise and if I find the thermal pool and saunas are not "thermal", I will demand (nicely but firmly) a full or partial refund as I know for a 10 day cruise it will be pricey. I wonder if the op complained to passenger services? After the second time it happened that would be my first stop upon leaving the enclave.😒

[geoherb]

Did you ask for a partial refund while on the ship? I would have. To have things go so downhill in just a couple of days is inexcusable.

[smixsell]

We sailed Royal about 6 months after she entered service. I loved the enclave. I was surprised that the beds were not heated but I booked it with the intention of using the pool and saunas mostly so I was not disappointed. The pool and saunas were very warm then. I don't think I have ever complained on a cruise as I will make lemonade of lemons. I will book the Enclave on my Feb. Cruise and if I find the thermal pool and saunas are not "thermal", I will demand (nicely but firmly) a full or partial refund as I know for a 10 day cruise it will be pricey. I wonder if the op complained to passenger services? After the second time it happened that would be my first stop upon leaving the enclave.😒

 

When exactly was that cruise. I'm trying to get some idea as to when they stopped heating the beds. Several people on the early cruises have verified that they were heated.

[mamaboss]

3

When exactly was that cruise. I'm trying to get some idea as to when they stopped heating the beds. Several people on the early cruises have verified that they were heated.

 

It was the first week in March of 2014. I believe she entered service in May or June of 2013? Somebody will correct me if I am wrong. I can say for sure they were not heated. They were warm because the room was warm, but not at all heated.