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LMaxwell

Concierge Behavior: Negative experience; your take?

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2 hours ago, travelplus said:

I would have called security myself and file an incident report against the Concierge. Your MIL was just looking for you for help. What if she had a heart attack or other medical emergency? Please report this to the Executive Customer Relations by emailing Mr. Fain. I'm utterly shocked by the power struggle. Very unprofessional. I hope you get Future Cruise Credits for the upcoming 4 rooms for the next cruise.

Your equating this on the same level as a "heart attack or medical emergency"....that's what's utterly "shocking" !!!

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 I did not know she was outside of the lounge or how she gained entrance.  She appeared at our table to talk to us.  Until that very moment I had no indication anything was amiss and that she needed assistance.  The last I had seen her was before muster and we had an agreed time and place to meet for dinner.  Can not see the door from the table we were at. 

 

THIS ... this is when you take your MIL OUTSIDE and find out what is amiss.  END of story and problem.  SO, it appears the whole problem could have been avoided. 

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11 hours ago, Ashland said:

Many on this board won't have the nerve to agree with many of the valid points you made...I'm not one of them.

Also still waiting for the OP to answer the question, what was so important that she had to be in there

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Posted (edited)
12 hours ago, Chloesimon said:

I'd like to hear the concierge's version of events. I bet it was much different than the OP's version.

 

Simply put, the MIL caused the situation. She should not have been in the Diamond lounge. Period. She improperly snuck in. She is old enough to know better. The OP should know better too. If the MIL had a question, she should have gone to guest services like every other non-Diamond level cruiser. She had no right to barge in the Diamond lounge and demand a response from the concierge. She did not pay for or earn that privilege.She tried a short cut and was reprimanded for it. She got her feelings hurt---which was an appropriate result. She should learn from this lesson: no short cuts.

 

According to the OP's version, the MIL said nothing. Probably not true. What reason would the concierge have to shout, at the top of her lungs, at the MIL. Something is missing from the story.

 

Also the OP wants to gain sympathy (to support his version of the story) by saying that the MIL lost her husband, the MIL was paying double for her room and the MIL was paying for another cruise. What relevance is that to resolving this particular issue? None. It's just fluff and a distraction.

 

She got what she deserved.

She got what she deserved?  I see you are in Boynton Beach.  So am I.  Let's meet to discuss.  Happy to share all the details.  You embellished quite a bit on your own and inserted words I never used such as shouting at top of lungs, demanding, sneaking in, etc.  So let's meet for lunch my treat, curious to see if you maintain your stance in person.  Let me know, 2 George's?  Banana Boat?  Somewhere off BBB?  Whatever you like. 

Edited by LMaxwell

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7 minutes ago, cruisinfanatic said:

Also still waiting for the OP to answer the question, what was so important that she had to be in there

 

You are not asking in a genuine manner.  You want me to say the reason so you can dismiss it as unimportant (to you).  I doubt there is any answer that would satisfy you. 

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10 hours ago, Milwaukee Eight said:

That would be an inside cabin. 

Sorry no idea what you mean.

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9 hours ago, Ashland said:

Your "partner" aka SO....if living at the same address should be able to share your C&A status...You just need to speak to RCI to make the adjustment linking the two of you together.

Thanks Ashland much appreciated.

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I couldn't imagine going to the captain, but yes, everyone deserves to be treated with the same level of respect.  I really don't care what C&A level you are.  

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10 minutes ago, LMaxwell said:

 

See the title and re-read the first post.  I expected to garner responses from people on how they would have handled the situation.  

 

I suspect if the concierge had spoken to you or a family member of yours the way this one did you'd have been offended.  It would take a real door mat of a person to feel good about being talked to like a rabid animal. 

In answer to your question, I would have immediately removed my MIL from the lounge and escorted her to guest services to resolve her issues, perhaps apologizing to the concierge on the way out for the confusion. There are always three sides to every story - what he said, what she said and what actually happened. 

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1 minute ago, gerif said:

In answer to your question, I would have immediately removed my MIL from the lounge and escorted her to guest services to resolve her issues, perhaps apologizing to the concierge on the way out for the confusion. There are always three sides to every story - what he said, what she said and what actually happened. 

 

Why would I apologize to a concierge that approached in a belligerent manner?  I had not done anything wrong.  Apologies are for recognizing a mistake and agreeing to change future behavior. 

Concierge had stated they would help.  They are guest services.   The concierge could have declined to assist and I would have walked with MIL to main guest services.  Concierge indicated they would assist but then out of view escorted MIL out and went back to schmoozing immediately.  

 

I'd love if we had the security cameras from the lounge to corroborate my story.  There would only be 1 or 2 die hards here to cheer on the concierge...

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LMaxwell- I have been in your shoes & I empathize with how you are feeling. It is NEVER ok to be spoken to in that manner! There is a discrete & respectful way to handle such situations. I feel certain if that had happened to anyone they would feel outraged as well! Some people just enjoy being antagonistic. The reality is their opinion doesn't matter. I would handle the situation as you see fit & don't engage with those trying to wind you up!😉 JMHO

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2 minutes ago, grapau27 said:

My first thought was for your MIL who had just lost her husband and how she would have felt after being spoken to sharply and disrespectfully.

I would have spoken to the Loyalty manager on board about this and demanded an apology off the concierge and probably not went back into the DL and certainly wouldn't have given the concierge a tip which usually varies between $20-$50.

If the concierge apologised fair enough but if not I would have taken the matter up as high as necessary.

The concierge avoided me for entirety of the trip after that, never addressing or apologizing.  She was too busy allowing all the other against the rule behavior going on to be bothered.  If you're on the Allure you can triple fist drinks out of the lounge in a bathing suit! 

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37 minutes ago, LMaxwell said:

 

See the title and re-read the first post.  I expected to garner responses from people on how they would have handled the situation.  

 

I suspect if the concierge had spoken to you or a family member of yours the way this one did you'd have been offended.  It would take a real door mat of a person to feel good about being talked to like a rabid animal. 

 

I don't know if I'd pursue it further than she did. I'm thinking HQ would just defer to her on-board supervisor. The irony in this story is last year we were on Allure and, except for a few daytime visits, avoided the DL because we were sailing with my son and family. The first time we went in the woman concierge whose name escapes me complained she hadn't seen us all week. When we told her why, she said they could come in. We didn't want to be 'those people' so we never took her up on the offer.

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Posted (edited)

LMaxwell, you are correct in that this was unacceptable.  The concierge's job is actually not to protect or police the lounge.  The concierge's job is actually to provide CUSTOMER SERVICE.  There is a very kind and discreet way to kick someone out, or to enforce rules...and the person being walked out won't even realize it, because someone who is good at customer service will show empathy, care, and a great desire to help solve a problem.

 

Rule #1:  The customer is always right.

Rule #2:  If the customer is wrong, re-read rule #1.

 

Sounds like this concierge needs a Dale Carnegie refresher course!  LMaxwell, sorry this happened to your mother-in-law, and I hope you follow up with the concierge's supervisor in a written letter.

 

Edited by micmacmissy
typo

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56 minutes ago, LMaxwell said:

The concierge avoided me for entirety of the trip after that, never addressing or apologizing.  She was too busy allowing all the other against the rule behavior going on to be bothered.  If you're on the Allure you can triple fist drinks out of the lounge in a bathing suit! 

The concierge has her priorities all wrong and certainly from what you have reported she is not suited for that job.

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1 hour ago, LMaxwell said:

 

See the title and re-read the first post.  I expected to garner responses from people on how they would have handled the situation.  

 

I suspect if the concierge had spoken to you or a family member of yours the way this one did you'd have been offended.  It would take a real door mat of a person to feel good about being talked to like a rabid animal. 

Well this is the right site to find door mats... If you wait just a little while... they come out, and it's like shooting fish in a barrel. 

 

I'm sorry what happened to your MIL. It would have taken less effort, and been more sophisticated for the Concierge to come up and politely ask that since your MIL is not a diamond member, to please take your conversation out of the lounge.

 

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Posted (edited)
21 hours ago, dwhe said:

The Concierge could have handled it better but I'm confused, why couldn't you have gone outside the lounge to talk to your MIL if you knew it was so taboo for her to enter. That's what I would have done.

 

I'm soon to become Diamond, does it mean that my partner who will not be Diamond can't come with me to the lounge, if that's so they can stuff the  Diamond lounge where the sun don't shine and I'll go else where. 

 

After reading a page and a half of responses this is my thoughts... Why didn't your MIL simply ask for you and wait at the concierge desk?  You could have then gone outside and dealt with her problem. 

 

Yes the concierge was rude but it shouldn't have even gotten to that point.  Do you know what your MIL really said to the concierge?  Remember every story has three sides.  Had it been me I would have told my MIL where we were going to be and made it clear if she needed us how to contact us. But it sounds like your MIL appeared at your table side (from what you said) which means she got into the lounge but didn't stop at the front and found your table which you said was not visible from the door.  So clearly your MIL had an interaction with the concierge and still found you.  At this point the concierge was probably ticked that you MIL didn't listen and still found you.  It doesn't excuse her behavior but may explain it better.

 

And as others have said if it was really that bad you needed to handle it with the concierge's boss right then.

Edited by PopeyeDaSailor

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I find the concierge's behavior totally unacceptable -- it's not that she found your MIL at her leisure, sitting and sharing drinks with you at your table....

 

I should at least follow it up with a letter of complaint ... nobody in customer service should act like that.

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15 hours ago, Chloesimon said:

I'd like to hear the concierge's version of events. I bet it was much different than the OP's version.

 

Simply put, the MIL caused the situation. She should not have been in the Diamond lounge. Period. She improperly snuck in. She is old enough to know better. The OP should know better too. If the MIL had a question, she should have gone to guest services like every other non-Diamond level cruiser. She had no right to barge in the Diamond lounge and demand a response from the concierge. She did not pay for or earn that privilege.She tried a short cut and was reprimanded for it. She got her feelings hurt---which was an appropriate result. She should learn from this lesson: no short cuts.

 

According to the OP's version, the MIL said nothing. Probably not true. What reason would the concierge have to shout, at the top of her lungs, at the MIL. Something is missing from the story.

 

Also the OP wants to gain sympathy (to support his version of the story) by saying that the MIL lost her husband, the MIL was paying double for her room and the MIL was paying for another cruise. What relevance is that to resolving this particular issue? None. It's just fluff and a distraction.

 

She got what she deserved.

She was not asking for help from staff.  She was looking for her family to help her.  I hope you never get what you deserve!

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@LMaxwell

I really just want to talk to you. I'd take you up on the offer for lunch, but I'd like to pay please!

 

This is so emotional. IMHO, most of the posters who are speaking from a position of being rational, don't understand what happens to a person who is dealing with grief. In my personal experience, I can share with you that my MIL was an intelligent, independent, educated, knowledgeable, assured woman. She lived at a time when our society was full of etiquette and grace. When she lost her husband, the moments in life that upset her the most were riddled with emotion. What were those? Simple things. Having to put gas in her car gave her a bit of a meltdown. I can also share with you that my SIL is also a very capable woman. When she lost her husband (my brother), the moment that she had a meltdown was over mowing the lawn. My point being that we just don't know what triggers will happen to people who are grieving, but those moments can't really be determined beforehand and avoided. They just happen. I'm sure that your MIL was seeking solace as much as assistance with her "issues" at the time.

 

Of course, things can always be handled differently, in hindsight. I've spent my share of moments when I had the BEST answer for a rude person... but about an hour after the remark. When I've had the BEST course of action that I could take... but the next day. To replay these incidents over and over in your head... really doesn't help you. Of course, to be correct, I've determined that they don't help ME... so that's what I should say to you. Since they don't help me, perhaps, also, they won't help you, and the best thing is to just let yourself be OK with the way that you handled the situation when it happened.

 

Also. And, this is the difficult part of this conversation between us. I have a love/hate relationship with the lounge. The worst lounge experience I ever had was from a Diamond+ member who preferred to be in MY Diamond Lounge because she liked the view better; this woman sent me to my stateroom, sobbing. Unbelievable. I've witnessed this weird show of "rule enforcement" on the first night in lounges before, as well. My solution to the whole thing is that I don't go to the Diamond lounges on the first night; <heck> sometimes, depending on the people I've met onboard, I simply don't go to the lounge. Like I said, a love/hate relationship. Plus, I don't sail Royal as often as I used to, and (quite frankly), I can't keep up with all the rules! I've become a Diamond+ on Royal... but I am absolutely not comfortable with even thinking I know all these darn rules. I would be simply mortified if someone that I knew onboard thought that they could visit me in the lounge and were treated the way your MIL was?!? "Hell hath no fury" comes to mind.

 

That being said. I think that you are righteously bothered by the way that your MIL and you were treated. And I agree that there's a lot to be bothered by. But, at the end of the day, the understanding is that you did the best you could, at the time.

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Posted (edited)
10 minutes ago, mcgilldj said:

She was not asking for help from staff.  She was looking for her family to help her.  I hope you never get what you deserve!

 

What does that mean?  If she needed help from her family, then why not ask at the lounge entrance for someone to get her family and wait for them.  If you read the original story the family was sitting at a table that was not in view from the door, yet their MIL "appeared" at their table.  At this point she already had broken the rules. 

 

Both parties were in the wrong, and need to admit that.

Edited by PopeyeDaSailor

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13 minutes ago, mcgilldj said:

She was not asking for help from staff.  She was looking for her family to help her.  I hope you never get what you deserve!

Read the initail OP's post:

 

"I stepped in and asked the concierge if she could please help my mother in law to resolve an issue."

 

Again, it seems suspicious that OP never tells us what the MIL really said. I'm sure she was upset and made a scene.

 

If I am wrong, I will admit it and take my lumps. The OP wants sympathy when the MIL was in the wrong. Take your lumps and learn from it. Do not try to slander the concierge with a one-sided argument.

 

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Posted (edited)
7 minutes ago, Chloesimon said:

Read the initail OP's post:

 

"I stepped in and asked the concierge if she could please help my mother in law to resolve an issue."

 

Again, it seems suspicious that OP never tells us what the MIL really said. I'm sure she was upset and made a scene.

 

If I am wrong, I will admit it and take my lumps. The OP wants sympathy when the MIL was in the wrong. Take your lumps and learn from it. Do not try to slander the concierge with a one-sided argument.

 

 

I tend to lean this way.  If you breakdown what the OP said he clearly said his table was not in view of the door, yet his MIL showed up at his table.  How did she do this without interacting with the concierge first?

 

At the point the concierge asked for her Seapass card the OP should have excused his MIL and walked her out of the lounge to deal with the situation. 

Edited by PopeyeDaSailor

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There is no reason to be rude especially to an elderly person.  Disgusting.

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3 minutes ago, Sam Ting said:

There is no reason to be rude especially to an elderly person.  Disgusting.

 

Agreed.  The Concierge should have been trained to know better.  She should have simply asked the OP to take his MIL outside the lounge and deal with the issue.  Like I said earlier it appears both sides handled this poorly.

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