Horrible Guest services experience

[TigerLady]

I would get why they wouldn't want to go into details. Quite a few have been blasted for their complaints here. In the "blasters" defense, sometimes the complaints are ridiculous and sometimes the poster feels they have a valid complaint.

 

I'm not saying she's right or wrong, but I wouldn't want to share here either. You got your answer...try those two emails and hopefully someone responds.

 

Thank you, Slyster.

[TigerLady]

Since you "don't want to get into it" detail wise not sure I can help you or offer advice....K.O.:(

 

Then why bother posting this comment?? I received the email addresses I was seeking.. The details were immaterial at the time..

[TigerLady]

Was on Enchantment of the Seas from 10/31/16 to 11/4/16 and was really surprised by the bad customer service we received from the staff, just seemed like they all hated their job. This being my 4th cruise, first with Royal Caribbean the other 3 cruises were with Carnival, I was just disappointed.

 

 

Sent from my iPhone using Forums

 

How ironic. That is the exact same cruise this thread is about.. Hmmmmmmm

[troykahack]

How ironic. That is the exact same cruise this thread is about.. Hmmmmmmm

 

We were on EN 9/26 4 day. Other than NO BLOODY MARY MIX at all but one bar, service was great for us. However, I do know that many of the Crew had contract expiration the following weekend. Cycling out for a home vacation. At least 4 of the bartenders and 2 stewards I spoke to were leaving. Not sure how Royal staggers their contract ending dates with their crews. Most said this was going to be their first vacation in 3 or 4 straight contracts.

 

We never ate in the MDR.

Edited November 8, 2016 by troykahack

[Dalton5]

We were on Enchantment last February and had a problem that we took to Guest Services. It was only thru the persistence of my husband that we got it resolved. 4 trips standing in line to the equivalent of over two hours waiting and he was not a happy man.

 

They kept telling him that somebody would contact us. Never happened. The last time he stood there and would not leave until that "someone" met with him in person. He is usually a very calm, level headed business man but he was very close to losing patience.

 

OP...hope you get everything taken care of. Maybe the staff on the Enchantment need a little more training.

[troykahack]

We were on Enchantment last February and had a problem that we took to Guest Services. It was only thru the persistence of my husband that we got it resolved. 4 trips standing in line to the equivalent of over two hours waiting and he was not a happy man.

 

They kept telling him that somebody would contact us. Never happened. The last time he stood there and would not leave until that "someone" met with him in person. He is usually a very calm, level headed business man but he was very close to losing patience.

 

OP...hope you get everything taken care of. Maybe the staff on the Enchantment need a little more training.

 

Oh, said we really had no problem onboard other than no Bloody Mary Mix. However, my CRS got me. Last morning, we had pool bar charges on our bill what would have been 3 drinks on boarding day. We did early disembarkation so didn't have time to go to GS. I called when we got home and they took the charges off after I was requested to call back in a week. My gripe was we both had drink packages and no reason to buy drinks. Beside that, we never went to the pool area.

 

Another thing that might have something to do with the charges, for some reason they had another persons name in the computer for my SO. This happened the entire cruise. And it was her card that was scanned at the pool. I wonder if someone else had her name?? Wonder if it messed up the charges.

[TigerLady]

OP said in post #14 she will post whole situation tomorrow.

 

OK.. Now that I have a keyboard, things are easier to type.

 

We had reserved a Large Balcony stateroom on the Enchantment of the Seas, for their Halloween Sailing.. It was our first cruise as Diamond. I watched the prices for Jr Suites go down. I called and got to upgrade to a Jr Suite for what we had paid for our Balcony.. I was thrilled.. First Suite.

 

This trip was fraught with issues from the get go. I think the Gods were saying don't take this cruise.. Now I wish I had listened..

 

We got through the embarkation in little time, and was on board by Noon.. Went and got food from the Windjammer, and some drinks. Things are great, despite the Grey skies and spotty showers. It had been cloudy and raining in the area for the three days we were there.

 

We went to the NextCruise desk, and booked two more rooms for our kids for next year's Halloween Cruise. Things are going great. Announcement comes over the PA, room are ready.. I'm super excited.. Can't wait to see my suite.. Room 8630. The room is decorated and we have Champagne & Strawberries waiting for us. Friends did this for our Anniversary. It was cool.. Room was A LOT smaller than I had imagined it would be.. After all I have read about them, I was expecting something, but there was no "wow".. The closet was the same as others we have had, bathroom was same size, just had a bathtub, squeezed into it, (which didn't hold water)

and the balcony barely could hold two people..

 

Due to other issues on this trip, we were exhausted, and decided to lie down until muster. THAT is when the problems started.. Bed was comfortable enough, and pillows were thin but good enough.. However, the "elephants" above us, were having a great time. I figured someone was real excited about being on a cruise, and didn't give it much more thought..

 

Did our muster, met our stateroom attendant, Bhavesh. NICE guy, and very helpful.. Went down to dinner, and were thrilled with our two topper by a window.. Merilynn and Kevin were our servers, and Habib was our Head Waiter. All great, and food was quick, hot and delicious.

We head up to the Diamond lounge, for the first time. Willie and Gordon were working.. Willie is an awesome Concierge. We met some great people there during our cruise, and continued to meet them there each night, and stayed and talk with them for hours..

We then headed for Halloween Costume contest. Well run, organized and was a blast. We dressed up as "The Incredibles".. We did some dancing, drank another drink and headed to bed, still seeking that elusive nap we didn't get earlier. Sleep was something we would NOT get during this cruise.. Have to go vote. Will finish this evening, or earlier depending on the lines at the polling center.

[epcopres]

For one thing Enchantment is a smaller ship than several other classes, therefore the rooms are going to be a little smaller, I bet it was larger than Majesty and Empress JS! Even the website shows 247sq ft JS as opposed to a Freedom Class having a 297 sq ft JS.

 

Next thing is deck 8 is going to be louder because Enchantment has a lot of activities on the pool deck which is directly above you. They have a HUGE dance area by the Oasis bar and pools as well. So noise is going to be noticed until probably 11pm. Its a shorter cruise with Usually a younger crowd that likes to have fun while on vacation. It sounds like you didnt pick a great room location for someone that likes to nap or go to bed early. Hope your next experience is better.

[TigerLady]

For one thing Enchantment is a smaller ship than several other classes, therefore the rooms are going to be a little smaller, I bet it was larger than Majesty and Empress JS! Even the website shows 247sq ft JS as opposed to a Freedom Class having a 297 sq ft JS.

 

Next thing is deck 8 is going to be louder because Enchantment has a lot of activities on the pool deck which is directly above you. They have a HUGE dance area by the Oasis bar and pools as well. So noise is going to be noticed until probably 11pm. Its a shorter cruise with Usually a younger crowd that likes to have fun while on vacation. It sounds like you didnt pick a great room location for someone that likes to nap or go to bed early. Hope your next experience is better.

Gotta love it when people presume something, before they have all the facts. I would wait until you read the rest of the review before you start presuming. And as for size of this junior suite, I have had friends who had Suites on Majesty and Empress and yes they were larger than the one we were in. But thanks for your opinion.

Edited November 8, 2016 by TigerLady

[reallyitsmema]

Gotta love it when people presume something, before they have all the facts. I would wait until you read the rest of the review before you start presuming. And as for size of this junior suite, I have had friends who had Suites on Majesty and Empress and yes they were larger than the one we were in. But thanks for your opinion.

 

Majesty JS are 221 sq ft and Empress JS are 112-155 sq ft per the cruise line's website. Did your friend's book specific cabins they knew that were larger than others within that class?

[legaljen1969]

Gotta love it when people presume something, before they have all the facts. I would wait until you read the rest of the review before you start presuming.

I don't think it is unreasonable for someone to comment on things based on the review you have posted so far. All he was doing was making some general observations such as that shorter cruises usually bring a more "party hardy" crowd. Also a lot of smaller ships have smaller suites.

I didn't see anyone being rude. Just making some observations.

[legaljen1969]

Majesty JS are 221 sq ft and Empress JS are 112-155 sq ft per the cruise line's website. Did your friend's book specific cabins they knew that were larger than others within that class?

 

WOW! A JS on Empress is smaller than some inside cabins on larger ships. Even Majesty's JS are smaller than some outside or balcony cabins on larger ships.

 

This is just an observation based on Really It's Mema's post- not a commentary on anything the OP is referencing as to the cruise problems.

[suesnake2002]

I'm hooked

[Biker19]

We might need some....

[Jarmo]

We might need some....

We need garbage bags full.

[dd likes to cruise]

Building anticipation by taking a voting break in the middle of explaining! :eek:

[TigerLady]

Majesty JS are 221 sq ft and Empress JS are 112-155 sq ft per the cruise line's website. Did your friend's book specific cabins they knew that were larger than others within that class?

 

I have NO clue.. They were Diamond Plus then, so I figured they knew what they were doing....lol

[TigerLady]

Building anticipation by taking a voting break in the middle of explaining! :eek:

 

Husband was ready to go vote, so we left. Sorry..

[champagne123]

We need garbage bags full.

 

I don't think it is going to be as juicy as everyone thinks.;)

[epcopres]

OK.. Now that I have a keyboard, things are easier to type.

 

We had reserved a Large Balcony stateroom on the Enchantment of the Seas, for their Halloween Sailing.. It was our first cruise as Diamond. I watched the prices for Jr Suites go down. I called and got to upgrade to a Jr Suite for what we had paid for our Balcony.. I was thrilled.. First Suite.

 

This trip was fraught with issues from the get go. I think the Gods were saying don't take this cruise.. Now I wish I had listened..

 

We got through the embarkation in little time, and was on board by Noon.. Went and got food from the Windjammer, and some drinks. Things are great, despite the Grey skies and spotty showers. It had been cloudy and raining in the area for the three days we were there.

 

We went to the NextCruise desk, and booked two more rooms for our kids for next year's Halloween Cruise. Things are going great. Announcement comes over the PA, room are ready.. I'm super excited.. Can't wait to see my suite.. Room 8630. The room is decorated and we have Champagne & Strawberries waiting for us. Friends did this for our Anniversary. It was cool.. Room was A LOT smaller than I had imagined it would be.. After all I have read about them, I was expecting something, but there was no "wow".. The closet was the same as others we have had, bathroom was same size, just had a bathtub, squeezed into it, (which didn't hold water)

and the balcony barely could hold two people..

 

Due to other issues on this trip, we were exhausted, and decided to lie down until muster. THAT is when the problems started.. Bed was comfortable enough, and pillows were thin but good enough.. However, the "elephants" above us, were having a great time. I figured someone was real excited about being on a cruise, and didn't give it much more thought..

 

Did our muster, met our stateroom attendant, Bhavesh. NICE guy, and very helpful.. Went down to dinner, and were thrilled with our two topper by a window.. Merilynn and Kevin were our servers, and Habib was our Head Waiter. All great, and food was quick, hot and delicious.

We head up to the Diamond lounge, for the first time. Willie and Gordon were working.. Willie is an awesome Concierge. We met some great people there during our cruise, and continued to meet them there each night, and stayed and talk with them for hours..

We then headed for Halloween Costume contest. Well run, organized and was a blast. We dressed up as "The Incredibles".. We did some dancing, drank another drink and headed to bed, still seeking that elusive nap we didn't get earlier. Sleep was something we would NOT get during this cruise.. Have to go vote. Will finish this evening, or earlier depending on the lines at the polling center.

 

I didnt assume anything! You complained about the size of your cabin and the "Elephants" above you having fun. YOU WEREN'T TALKING ABOUT OVERWEIGHT PEOPLE AS BEING ELEPHANTS WERE YOU BECAUSE THAT WOULDNT BE NICE! I'd love to hear the rest of your rant......maybe.

[juiceman]

Keep in mind that a Junior Suite is not really a suite in the same sense as a Royal Suite, for example. A Junior Suite is really just a larger balcony cabin.

[troykahack]

We might need some....

 

I'll actually eat some of your popcorn...been on both, EN and MJ, JS on EN bigger than MJ...

 

Reason we went to GS....

[Jarmo]

I don't think it is going to be as juicy as everyone thinks.;)

Well, juiceman just posted. It's a start.

[troykahack]

Keep in mind that a Junior Suite is not really a suite in the same sense as a Royal Suite, for example. A Junior Suite is really just a larger balcony cabin.

 

With double points..... but not a Suite for Concierge purpose

[TigerLady]

Originally Posted by epcopres

 

"Next thing is deck 8 is going to be louder because Enchantment has a lot of activities on the pool deck which is directly above you. They have a HUGE dance area by the Oasis bar and pools as well. So noise is going to be noticed until probably 11pm. Its a shorter cruise with Usually a younger crowd that likes to have fun while on vacation. It sounds like you didnt pick a great room location for someone that likes to nap or go to bed early. Hope your next experience is better".

 

 

For the record, I am not a rookie when it comes to cruises, we have cruised almost 20 times on various ships. We are not people who tend to go to bed early.. Midnight or so.... Again, supposition on your part, EpcoPres..

 

When I called and upgraded our cabin, I had looked at floor plans, and saw the area in which the new cabin would be located.. Since I have been on this ship twice before, I knew the type of crowds that are on there. CONTRARY to what many of you believe, October is not a big party month for this ship. very few "young" people, many older couples and families.

Anyway.. I SPECIFICALLY asked the Res agent, about the cabin.. She assured me that I would love it, it was quiet, NO WORRIES.... SHE LIED

 

Midday restocking of the cafe, for an hour to an hour and a half, and from 1:30 - 3:30 AM constant noise. I called down to ask about the noise at 1:42 am. The guest service rep said it was the solarium, and proceeded to hang up on me.. Ok.. Well, we laid for for a while, and eventually got a couple of hours of rest.. In the morning, we were greeted by our next door neighbor, smoking on his balcony. Yes, he was aware, it was prohibited, he told us, he didn't care..

 

We went to the Windjammer for breakfast, it was good. No complaints.. After finishing our breakfast and couple of cups of coffee, we went to the Guest Services desk, and stood in line. About 15 minutes later, we speak to someone about the noise issue and the "hang up" issue.. Housekeeping was already aware of the smoking incident, someone else reported him...

The girl "seemed" genuinely concerned, and a standard, generic apology was issued. She checked for other available cabin, sadly, there were none. She told us she would write up the complaint and submit it to the higher ups, and we would be hearing from someone before we left. I asked if we needed to come back if it was a problem again. She said "No, we now have your complaint on file, not necessary to file another". WRONG

 

Each afternoon, and late night/early morning, we had noise issues. NO, I didn't go back and complain again, as I was told it was being handled. MY mistake..

Cruise was fine, the only problem was the noise. We mentioned it to our room attendant, and the Diamond Concierge, looking for suggestions. Nobody had one..

Bright spot, I won $167.78 at the casino playing penny slots....

Got off the ship fairly quickly, and to the airport, without incident. Bumpy flight, but we were home by 10 that evening...

 

Still NO WORD from RCCL... So, Saturday evening, I called, customer service to follow up on the complaint.. After a few minutes on hold, the representative comes back on the line, and asks "WHAT complaint"? We do not have one on file..

The young lady who assured us, it would be taken care of, and no need to report it again, DIDN'T file the original report.. OH BOY... Now, I am really upset..

 

As it stands right now. They are in correspondence with the ship, the stateroom attendant and the Diamond Concierge, to confirm to statements about the complaints..

 

SO, I am upset about being lied to by a reservation agent, I would of kept my large Ocean View Balcony instead of upgrading. As it didn't make them any extra money when we upgraded. And I am upset a Guest Services Representative lied to us when she said, things would be taken care of, and don't worry. People failing to do the job they were paid to do upsets me..

 

NOW, you can flame all you want.. If you are too obnoxious, I'll just ignore you..

Edited November 8, 2016 by TigerLady