Little bit steamed...am I overreacting?

[mek]

I refuse to do any bookings through the Next Cruise desk after two attempts on two different ships to do business and encountering nothing but rude, smug, uninterested reps. It's the only place on any ship that I've ever encountered less than stellar service.

They must not be held to the same standards as the rest of the staff.

 

It has been my experience they are only order takers,, nothing more and sometimes less than that.

[nyroadrunner]

It has been my experience they are only order takers,, nothing more and sometimes less than that.

 

 

They make you feel like garbage! Nothing like someone dropping 10k for a vacation! Multiple bad experiences with them on many different ships!

[Domino D]

Glad to hear they got it resolved, and you got your cruise booked.

 

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[DonnaK]

UPDATE: MATTER WAS RESOLVED. So after reading through all the advice on here and cooling down a bit I decided to speak with guest services. They brought out the GS manager and then another 3 stripe officer (not sure what his title was). They were very interested in my story and asked several questions about the employee. They brought me into the back office and had me wait awhile and after a few minutes in walks the staff captain! I think that's the number 2 guy on the ship but not sure about that? Anyway, they had me repeat the story and they wrote down every word. Apparently the NextCruise staff are on a different management structure and are somewhat autonomous. This particular employee has been a problem with numerous complaints and they are documenting everything to get him terminated. After documenting everything and getting my contact info if needed later they escorted me to the next cruise desk ( and he was still there watching us closely :D) and set me with another agent. We got our cruise booked with some extra OBC and their strong apologies. I felt that we were well taken care of and I would say that we are now Loyal to Royal! A happy ending to a great vacation!!

WOW...well done!

[birdylady]

UPDATE: MATTER WAS RESOLVED. So after reading through all the advice on here and cooling down a bit I decided to speak with guest services. They brought out the GS manager and then another 3 stripe officer (not sure what his title was). They were very interested in my story and asked several questions about the employee. They brought me into the back office and had me wait awhile and after a few minutes in walks the staff captain! I think that's the number 2 guy on the ship but not sure about that? Anyway, they had me repeat the story and they wrote down every word. Apparently the NextCruise staff are on a different management structure and are somewhat autonomous. This particular employee has been a problem with numerous complaints and they are documenting everything to get him terminated. After documenting everything and getting my contact info if needed later they escorted me to the next cruise desk ( and he was still there watching us closely :D) and set me with another agent. We got our cruise booked with some extra OBC and their strong apologies. I felt that we were well taken care of and I would say that we are now Loyal to Royal! A happy ending to a great vacation!!

I have been following along and am so happy to hear that not only has this issue been resolved, but to your obvious satisfaction.

 

 

Hubby and I work with a basic concept, 'Do we care enough to share'. By this I mean, if there is a business I want to continue supporting and there is a problem, I will give constructive criticism. This allows the business to correct the issue and make customers happy. If it's a business I never want to do business with again, then I don't waste my time. They can try to figure out for themselves where their issues are. The only thing I want to get out of providing my feedback is the opportunity to continue utilizing/benefiting/enjoying conducting business with that company. Anything else is a bonus, but never expected or asked for.

 

Kudos to you for handling this in such constructive manner.

 

Erika

[BecciBoo]

OP, after you talk to the powers that be onboard, may I recommend requesting Tricia in NextCruises on Vision. I booked my first NextCruise with her on May 22. If she's still onboard, she will treat you right.

 

 

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Thanks for the info, we board Vision in January and we usually book onboard. Last cruise on Liberty we had issues with one agent also, it went all the way to his manager and they called a department meeting over it. My bestie is a realtor and was quite hot about the legality of mis-representation and was threatening to sue. My take on it was much calmer, we asked to meet with the manager and everything was calmly settled to our satisfaction.

 

My advice is... request to speak with the manager immediately...quietly, with a smile on your face.

[willing292]

Glad to hear the positive outcome.

 

 

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[BND]

Should never happen. BTW, you don't have to have an appointment. They take walkups all the time, although appointments do have priority. We've done both on several ships, but usually make an appt and they rarely pay attention to what time it is.

 

Glad you got it resolved.

[deliver42]

Fantastic!!. As other people have said, Royal will not tolerate such behavior.