The Art of Having "Realistic Expectations" When In the NCL Haven

[Sthrngary]

The NCL Haven along with the Celebrity Retreat, MSC Yacht Club and other VIP area's on Mainstream Cruise brands all have be created for a reason. To each guest that books one of these staterooms/categories, it provides items/amenities/benefits that will enhance their cruising experience. The first area's to sell out on many cruise are these categories yet they are in many case three to four times the cost of a simple balcony stateroom. 

 

Many say when you do the Haven, you can't go back.  Some establish these VIP categories a perfect approach to cruises saying it is the best of both worlds.  A huge Mega ship with all it has to offer and a very exclusive private area with greatly improved amenities. Other say it is a slap in the face of the majority of the guest on that ship.  The debate will go on as does the debate on how to handle "Chair Hogs" at the pool.  Opinions are just that, opinions. 

 

I have written now since 2018 about my enjoyment of the Haven and other area's like it on other brands.  Those blogs have gone viral however one really negative aspect of this topic really bothers me. My approach has always been to be balances, fair and clear especially on how to leverage ever penny of value if you pay the premium.  The words I use quite often is, "Always have realistic expectations".  My contributors describe their experiences as Perfect, Life Changing, The only way to go.  This approach drive some new guest to choose the Haven and be somewhat disappointed.  The image they had in their head prior to cruising, was not matched with the reality during their Haven Cruise. That makes me sad.

 

Part of my reason and strategy to write so much about these area's was to emphasize the good, be real about the average and show a way around the bad. If you know what is not so good, you can take action so that aspect of your experience is non-existent. If you are going to be hit in the face with a right hook, duck. Don't stand there and take the punch.

 

Here are some examples:

 

1. Butlers:  For me on all examples of Mainstream Cruise Brands the butlers have been hit or miss.  Attentive or absent is the best way I can describe it.  If you read folks that say, "I never had a butler before and it was one of the greatest experience of my life in every way." Then you gain your first butler that was less then satisfactory, you cruise experience based on your expectation are lower.  Mainstream Cruise brands have a habit of over working their butlers on area's having nothing to do with personalized service for their assigned guest.  My solution that is debated as much as "Chair Hogs", write a simple butler letter explaining in writing what your likes and dislikes are and provide with some or all of the gratuities on day one.  For me, but clearly not everyone, the quality of my mainstream butlers attentiveness instantly got better.  Disappointment with butler down, enjoyment of cruise up. 
2.  
3. Lack of Menu Variety in the Haven Dining Room:  First and for most, I personally like the Haven dining room especially for Breakfast and Dinner.  The Menu never changes from night to night so many have issues with that.  Having this knowledge before you cruise in the Haven, allows you to utilize the two or more specialty restaurant options throughout your cruise.  To do so as a strategy which makes the Haven Menu, not an issue. Some post state that the Haven Restaurants will cater to your food requests by making items not on the menu.  I am not talking about getting something from the Main Dining room or being Gluten Free.  I am talking about items that are special not on the menu.  When a new Haven Guest hears this, that becomes their expectation and when it is not provide, they again are disappointed.  Again, manage your expectations because it can make your cruise better if you do.
4.  
5. Gaining Early Entrance Into Small Venues: An example is the Cavern Club with is very small and popular.  A Haven Guest posted his Haven Team took him in the side door to get a set early.  This create lots of folks angry that this was happening and why were they not offered the same benefit.  Other said they asked and were denied. I have been in the Haven lots of times, I write about how to take advantage of every amenities available.  I have NEVER been provided access early to the small venues.  So when I go onboard, don't get it, I am not disappointed.  Realistic Expectations.

 

These are just a few examples.  My message is don't think you are going the a six star hotel, it is a Mainstream Cruise Brand that is elevating the experience for 225 people out of 4500 guest onboard. Go in with Realistic Expectations and play fair when your review your experience.  Be balanced and realistic so other are not terribly disappointed when they don't get "Only Red M&M's four times a day from their Butler."

 

Cruise well and enjoy every moment

 

[MarkMark]

Well said!

[erisajd]

Remember also - you will get what the company advertises or promises - do not count on a single thing more.   I think this will be akin to the airlines - on 99% of flights you will see the flight attendants in the premium cabins perform the service trained and expected.  That's it - its not 1975 any longer.  On 1% of trips - like my last flight from DFW-TUS on AA in F, the flight attendant was available pretty much the entire flight - walking the cabin, refilling drinks, extending the snack tray - he was spectacular.  He got a special service sticker from us.  

 

So - if you have a butler who is spectacular or you heavily tip the concierge you might see spectacular service - otherwise - expect to see what is promised. Expectations should  be promised service and no more-  

 

I expect the butler will make sure our special requests for pillows are taken care up on arrival.  I expect that s/he will bring our pre dinner snack as directed by the manual.  I expect s/he will tailor those snacks to our reasonable request - fruit, peanut m&ms [no special colors] and bring the french press of coffee at 6a, keep the fridge stocked with tomato juice and half and half or light cream, keep the ice topped off.  And then one night, with 3 days advance warning, bring us a meal from a specialty restaurant after a 5 hour excursion at the time requested.  Thats it - don't need packing or unpacking.  But all of those are things are services promised in the Haven literature.  

 

Can the Haven restaurant staff know your preferences?  sure - will they necessarily?  No.  Don't EXPECT that level of service.  CAN they go over the top and bring you items not on the menu?  Sure - will they?  Don't EXPECT it - ask politely.  If you get - tip.  It's not complex.   Like the OP says - its not a 6 star hotel in the Maldives or in the middle east.  While you are paying a pretty penny for the Haven, it is NOT a private yacht.  I just expect moderately attentive service and a lack of long lines every where else on a ship with 4000 people.   

 

If I ask my Butler and cabin steward to have the room made up at 8am every morning - and the other 11 cabins they are servicing ALSO ask that their rooms be made up between 8 and 10, I'm going to be disappointed - but - this is where communication does work best both ways.  Our last cruise [ in 2006] we had a cabin steward in the Royal Suite on a RCCL cruise tell us up front [on day 2 of the cruise] that he wasn't going to get to us til mid afternoon because our suite was too far outside his normal duty.  and he only showed up on Day 2, 5 and 6!  Didn't tip him when he showed up hat in hand on Day 7. 

 

I like tequila - good stuff.  They don't have Don Julio Anejo in the Haven bar or anyplace else.  Patron is pedestrian as hell.  So - you gotta drink what they have.  Can't complain!  But after the first couple of days of decent tips I hope the bar tender and haven bar staff will see me coming and have that double anejo and cup of sliced limes waiting!  

 

It is about relationship building - do it early and often.  

[Laszlo]

2 hours ago, Sthrngary said:

The NCL Haven along with the Celebrity Retreat, MSC Yacht Club and other VIP area's on Mainstream Cruise brands all have be created for a reason. To each guest that books one of these staterooms/categories, it provides items/amenities/benefits that will enhance their cruising experience. The first area's to sell out on many cruise are these categories yet they are in many case three to four times the cost of a simple balcony stateroom. 

 

Many say when you do the Haven, you can't go back.  Some establish these VIP categories a perfect approach to cruises saying it is the best of both worlds.  A huge Mega ship with all it has to offer and a very exclusive private area with greatly improved amenities. Other say it is a slap in the face of the majority of the guest on that ship.  The debate will go on as does the debate on how to handle "Chair Hogs" at the pool.  Opinions are just that, opinions. 

 

I have written now since 2018 about my enjoyment of the Haven and other area's like it on other brands.  Those blogs have gone viral however one really negative aspect of this topic really bothers me. My approach has always been to be balances, fair and clear especially on how to leverage ever penny of value if you pay the premium.  The words I use quite often is, "Always have realistic expectations".  My contributors describe their experiences as Perfect, Life Changing, The only way to go.  This approach drive some new guest to choose the Haven and be somewhat disappointed.  The image they had in their head prior to cruising, was not matched with the reality during their Haven Cruise. That makes me sad.

 

Part of my reason and strategy to write so much about these area's was to emphasize the good, be real about the average and show a way around the bad. If you know what is not so good, you can take action so that aspect of your experience is non-existent. If you are going to be hit in the face with a right hook, duck. Don't stand there and take the punch.

 

Here are some examples:

 

1. Butlers:  For me on all examples of Mainstream Cruise Brands the butlers have been hit or miss.  Attentive or absent is the best way I can describe it.  If you read folks that say, "I never had a butler before and it was one of the greatest experience of my life in every way." Then you gain your first butler that was less then satisfactory, you cruise experience based on your expectation are lower.  Mainstream Cruise brands have a habit of over working their butlers on area's having nothing to do with personalized service for their assigned guest.  My solution that is debated as much as "Chair Hogs", write a simple butler letter explaining in writing what your likes and dislikes are and provide with some or all of the gratuities on day one.  For me, but clearly not everyone, the quality of my mainstream butlers attentiveness instantly got better.  Disappointment with butler down, enjoyment of cruise up. 
2.  
3. Lack of Menu Variety in the Haven Dining Room:  First and for most, I personally like the Haven dining room especially for Breakfast and Dinner.  The Menu never changes from night to night so many have issues with that.  Having this knowledge before you cruise in the Haven, allows you to utilize the two or more specialty restaurant options throughout your cruise.  To do so as a strategy which makes the Haven Menu, not an issue. Some post state that the Haven Restaurants will cater to your food requests by making items not on the menu.  I am not talking about getting something from the Main Dining room or being Gluten Free.  I am talking about items that are special not on the menu.  When a new Haven Guest hears this, that becomes their expectation and when it is not provide, they again are disappointed.  Again, manage your expectations because it can make your cruise better if you do.
4.  
5. Gaining Early Entrance Into Small Venues: An example is the Cavern Club with is very small and popular.  A Haven Guest posted his Haven Team took him in the side door to get a set early.  This create lots of folks angry that this was happening and why were they not offered the same benefit.  Other said they asked and were denied. I have been in the Haven lots of times, I write about how to take advantage of every amenities available.  I have NEVER been provided access early to the small venues.  So when I go onboard, don't get it, I am not disappointed.  Realistic Expectations.

 

These are just a few examples.  My message is don't think you are going the a six star hotel, it is a Mainstream Cruise Brand that is elevating the experience for 225 people out of 4500 guest onboard. Go in with Realistic Expectations and play fair when your review your experience.  Be balanced and realistic so other are not terribly disappointed when they don't get "Only Red M&M's four times a day from their Butler."

 

Cruise well and enjoy every moment

 

Knock on wood all of our butlers and room stewards in the Haven and in Suites have been great!

 

Lack of menu variety? Spent 12 days in the Haven on the Getaway. Breakfast was excellent, ate there everyday. 9 dinners there, plenty to choose from less you are a picky eater

 

We were escorted down 4 times to the small club to see shows, can in thru the back door. When they opened the doors I only heard one person griping about. Another Haven guest piped up to the person and said these are the perks if you want to pay the price.

[Sthrngary]

15 minutes ago, Laszlo said:

We were escorted down 4 times to the small club to see shows, can in thru the back door. When they opened the doors I only heard one person griping about. Another Haven guest piped up to the person and said these are the perks if you want to pay the price.

@Laszlo Glad you received this courtesy.  It is not however provided on each ship, in each Haven to every Haven Guest.  That means, if it is, GREAT.  If it is not, that should be the expectation. No disappointment that way.  On Disney, in their upper level, this benefit is provided in writing to those in the upper level.  All NCL says is escorts to the big shows with a reserve Haven Section.

 

Realistic Expectations are the clarification that something may, or may not happen.  If I was new to Haven, asked for the escort and early entry to the small venues and did not get it, it would be disappointing.  I am trying to have folks go in and get wowed, not disappointed.  

 

I completely believe your account.  You are not the only one who has had this experience.  I also read lots of other that were disappointed.  Just managing expectations, that is all.  Thank you for you comment.

 

Cruise well and enjoy every moment.

[tcmagnum]

@Sthrngary

Great post!!!   Realistic Expectations is what it is all about.

We are new to the Haven (coming up in October) and we expect to be blown away.

But we also don't have many 'asks' - snacks in room in afternoon, ice, and maybe room service once.  We are really just looking for a place to escape the crowded madness and the Haven sounds like it will do the trick.

 

@erisajd

It is about relationship building - do it early and often.  

Right here!!  Say it louder for the people in the back!!

Talk with the employees you come in contact with - ask about where they are from and about their family.  It shows you care about them as a human and not a servant.

 

 

 

[lemon bar]

We booked the Haven for the first time on Aqua (first haven, first time on NCL) and our only expectations are priority embark/disembark, to have a nicely appointed and roomy cabin with better than average balcony chairs (we booked the penthouse with balcony), a place to have sit down breakfast if we want and mostly to have an area on the ship to relax and get away from crowds day/night, especially during a spring break sailing (going in March). And afternoon snacks are a fun bonus.

 

All the other stuff is gravy. We do plan to dine in Haven dining room for dinner some nights, but also plan to eat at some specialty restaurants, one night in the main dining room, the Indulge Food Hall and even try out the buffet!

We aren't big show people, so not worried if we don't get priority seating or even get in at all. We plan to hang in all the outdoor bars available, hit some of the regular bars (not with shows) and also relax at Haven bar.

 

We have no special requests that I can possibly think of, we will be the easier customers a butler has ever had. 😁

Edited May 16 by lemon bar

[Laszlo]

34 minutes ago, tcmagnum said:

 

Talk with the employees you come in contact with - ask about where they are from and about their family.  It shows you care about them as a human and not a servant.

 

 

 

BINGO!

 

On our last cruise we had been in our cabin for a couple minutes when our butler stopped by to introduce himself. We had some small talk and my wife ask if he was married? any children? 

Nathanael's face lite right up! He started showing us photos of his wife and 2yo little girl. Probably one of the most pleasant human beings I've ever met. 

 

 

[cruiseny4life]

1 hour ago, erisajd said:

It is about relationship building - do it early and often.  

This is the only line that matters. Everything about your trip becomes better if you do that, as @Laszlo points out.

6 minutes ago, Laszlo said:

BINGO!

 

On our last cruise we had been in our cabin for a couple minutes when our butler stopped by to introduce himself. We had some small talk and my wife ask if he was married? any children? 

Nathanael's face lite right up! He started showing us photos of his wife and 2yo little girl. Probably one of the most pleasant human beings I've ever met. 

 

 

Like you, our butler's have been great on our Haven cruises - all since 2022. Granted, we haven't asked to have all red M&M's, booze served in our suite, or anything else crazy. We've received the benefits of the Haven as advertised. We got to know two of our five butlers very well - to the point they discussed their families, what they do when they're home for vacation (a lot of sleep, but some other activities too). It's really quite amazing to hear from these folks about their worldview and how they go through life. What an extraordinarily different life they live to the average American. 

 

Sure, we've had some disappointments, but not in the butler department. Granted, we're not room service type of people, except for once or twice on a cruise. I definitely haven't had the butler unpack or pack my undies. 😱 Not to mention how well they have worked in tandem with the room stewards. It's a fantastic partnership as I've seen on so many cruises (I wish it was too many to count, but I'm not there yet)! 

[vacation44]

We, unfortunately, never had a good butler experience.   However, this did not dampen our vacations.   We are hesitant to book a Haven category again because of the price, not because of our butler experience!

[cruiseny4life]

1 minute ago, vacation44 said:

We, unfortunately, never had a good butler experience.   However, this did not dampen our vacations.   We are hesitant to book a Haven category again because of the price, not because of our butler experience!

That stinks! I know it happens. It's not like every server at my favorite restaurant is a great employee. Heck, I'm an abysmal employee!! But, I'm glad it seems you enjoyed the experience - even if the value isn't quite there for you to book. Besides, you have Vibe! And that's even better service than Haven (from everything I've read on here by you and others). 

[vacation44]

6 minutes ago, cruiseny4life said:

That stinks! I know it happens. It's not like every server at my favorite restaurant is a great employee. Heck, I'm an abysmal employee!! But, I'm glad it seems you enjoyed the experience - even if the value isn't quite there for you to book. Besides, you have Vibe! And that's even better service than Haven (from everything I've read on here by you and others). 

Yes, you are correct.   Right now, we are extremely happy with our club balcony suites with the Vibe!     I am not saying we will never go Haven again, just right now, we are choosing to spend the money elsewhere.     

[Two Wheels Only]

1 hour ago, tcmagnum said:

Talk with the employees you come in contact with - ask about where they are from and about their family.  It shows you care about them as a human and not a servant.

 

This might be one of the reasons that I've never had a bad butler on any cruise on any line. It might also explain why most butlers that we have had remember us if we've sailed with them previously. Some butlers on MSC recognize us if they see us in the terminal. 

 

On one cruise to Cozumel, we saw one of our servers having lunch on land in a restaurant with her boyfriend. She had mentioned him to us during dinner once. We surprised them by paying for their meal (it wasn't expensive at all). Nearly a year later, we saw her again on a different ship and she still remembered us.

[zqvol]

The true art is to book a real luxury line and you don’t have these issues. 

[cruiseny4life]

4 minutes ago, zqvol said:

The true art is to book a real luxury line and you don’t have these issues. 

Touché! 

 

Though, for a myriad of reasons this would not work for us. Some of those are:

 

- Dress code (despite how minimal the dress code may be, no luxury line has a dress code we're comfortable with)

- Activities onboard 

- Itineraries

- Energy onboard the ship

 

I agree with you, though. If someone really wants a truly pampered experience, NCL's Haven is not the way to go. 

[Purple_Pig]

17 hours ago, Laszlo said:

BINGO!

 

On our last cruise we had been in our cabin for a couple minutes when our butler stopped by to introduce himself. We had some small talk and my wife ask if he was married? any children? 

Nathanael's face lite right up! He started showing us photos of his wife and 2yo little girl. Probably one of the most pleasant human beings I've ever met. 

 

 

 

Yes!  With everyone you meet.  They all have a story.  We're all humans.  Talk. Chat.  It is enjoyable for both sides.

 

Last butler on NCL we hit it off from the start when I asked him to cut the queen bed in half.  I thought I booked a room with a king that could be separated.  Apparently I did not.  No big deal.  When he told me no he looked pretty nervous like I was about to transform into a Karen.  Instead I'm like no problem, you have scissors?  His face was priceless.  As I motioned what I wanted he got it and we cracked up and had a fantastic cruise.

 

I remember the cruise I was pregnant on and having quite a bit of issues with food thanks to nausea.  Rarely ordered an entree but usually a couple of appetizers.  First night our waiter was so confused and had a hard time bringing what I asked for.  Second night told him and turned out his wife was also pregnant.  Fantastic experience from then on.

[roddy good boy]

18 hours ago, cruiseny4life said:

This is the only line that matters. Everything about your trip becomes better if you do that, as @Laszlo points out.

Like you, our butler's have been great on our Haven cruises - all since 2022. Granted, we haven't asked to have all red M&M's, booze served in our suite, or anything else crazy. We've received the benefits of the Haven as advertised. We got to know two of our five butlers very well - to the point they discussed their families, what they do when they're home for vacation (a lot of sleep, but some other activities too). It's really quite amazing to hear from these folks about their worldview and how they go through life. What an extraordinarily different life they live to the average American. 

 

Sure, we've had some disappointments, but not in the butler department. Granted, we're not room service type of people, except for once or twice on a cruise. I definitely haven't had the butler unpack or pack my undies. 😱 Not to mention how well they have worked in tandem with the room stewards. It's a fantastic partnership as I've seen on so many cruises (I wish it was too many to count, but I'm not there yet)! 

I have liked all of our butlers (some more than others), but all were perfectly fine. We have very few requests. When the kids sailed with us they just wanted endless bowls of potato chips! 

 

Now that it’s just the two of us, we like to order room service for breakfast on port days with early excursions. One butler told us he had a few ‘owners’ cabins with demanding passengers and he would get our breakfast to us ‘when he could.’ 😬 He said it would be best if we just went to the restaurant to get our own breakfast.

We were a bit taken aback by that, but continued to fill out our breakfast requests and it always arrived in time, fresh and hot! 
I still tipped him well. 🤷🏻‍♀️

[graphicguy]

I've only had one mediocre Butler.  All of my room stewards, all of my concierges, all of the Haven wait staff and bartenders have been outstanding.

 

That said, I don't require much (if anything) from my Butler.  IF s/he keeps my coffee pods stocked, we're all good.  Fact is, if they left a bunch of coffee pods in the cabin, I wouldn't even require anything from my Butler.

 

Concierges, on the other hand, I meet up with them on the first day of sailing, get my dinner and entertainment reservations done.  They escort me on and off the ship through the "special entrance/exit".  Any changes need to be made, I drop off a note at their desk and "voila" it's taken care of.  And sometimes, they seem to be able to pull off the impossible.

 

Bartenders know my drink(s) and have them ready when I approach.

 

While the Haven's menu is static, they mostly accommodate any requests I have within reason.

 

Have sailed the Retreat, too.  LUminae has a changing menu, but the choices are fewer.  They will also accommodate me within reason.  I had read where Celebrity was cutting back on what their Concierge's will be able to accommodate.  Makes sense.  The last time I sailed the Retreat (Apex), may Concierge was so overwhelmed I felt sorry for her and didn't want to burden her even more.

 

MSC's Yacht Club is fine.  Their service in the bar and restaurant were a bit slow, but fine overall.  Nice Concierges but if you want to book something that's sold out, or has a wait list, they won't go above and beyond like NCL's Concierge's do.

 

As has been pointed out, the key is to communicate, find out about those who are there to help you.  Every one has a story.  Everyone likes to talk about it.  Listen.  You'd be surprised what you'll learn and how it will help them to help you.