Why does Customer Service only react, once issues while onboard are posted online?

[TimoL]

We are quite loyal towards Celebrity and overall satisfied with the cruise experience.

 

During a recent cruise onboard the Infinity we came across several issues that only where taken care off after we had posted them online.

 

Example 1:  dangerous situation as the door of the steam room in the spa fell off and could have easily hurt someone. The spa staff did not care at all, and it was only taken care of after we recorded the dangerous situation and forwarded it.

 

Example 2: cabin that was obviously within the process of being renovated/ fixed but was nevertheless assigned to us. Only after posting the issue online the customer service took care of it. Does nobody check that rooms are assigned to passengers that are actually not to be used?

 

Wouldn’t it be more customer oriented to admit at once: sorry, we have overbooked this category and will fix it immediately instead of playing on time and hoping that the customer gives up?
 

Why do we get the impression that the customer service desk onboard only reacts if issues are escalated?
 

 

 

[TimoL]

And just one more addition: how is it possible that even the head of Housekeeping promises that the new cabin would be 100% clean whereas after having a close look at the bed shows the following situation: 

 

Clearly the sheets had not been changed in the new room, and only after bringing this up to the Hotel Director and posting it finally a clean room could be found.

 

A lack of communication between the involved persons seems to be the main problem, all in all it took 48 hours until we finally had a clean room. The only person the really cared was the Hotel director who informed us, that he had been contacted by Celebrity in order to get it solved.

 

 

 

[TimoL]

The mentioned Q&A period is now over and plenty of questions have still not been answered.

 

I guess this is just another good example of a publicity idea that was poorly carried out by Celebrity. There are a lot of interesting questions of experienced cruisers that have not been answered at all.