shoreside royal genie

[jjduck]

Received the welcome email with our correct booking #, but it was addressed to someone else.  Replied to the email, asked for a correction and no response after one week.  Tried the chat feature on website to see if there was a phone # for shoreside genie and was told no.  But they would notate the issue of wrong name on our reservation.

 

This will probably resolve itself and I can just tell the genie our preferences on board, but it would feel better if it was done before the cruise (Oct. 2024),

 

Searched here and learned this shoreside genie is a new thing and did not go well for several people.  Agree 100% with the person who said booking Star class was not off to a good start. Well, it is a lot of $$$.

 

So, looking to see how genie experiences have been for others recently? 

 

Thanks for any info. 

[cambridgegirl]

we were sent a questionnaire with silly questions (who would be at your ideal dinner party- style questions) It was pointless as there were four of us in the stateroom and we all had different answers. It didn't matter as this had no bearing on our on-board experience. Daniel Craig and Marilyn Monroe did not turn up for dinner. 

Our genie mentioned that her BIg Boss had been in meetings regarding some changes to Star Class but I didn't get any more information...

The on-board experience was wonderful though and worth it. 

[jenushkask8s]

We are sailing in Star class on Icon on October 19 and have yet to hear anything from the shoreside genie.

 

I'm not stressing about it because I know our onboard genie will take care of everything but it's still not a great look for the amount they're charging for Star class lately.

[smokeybandit]

The shoreside genie concept seems a terrible implementation of a good idea.

[jjduck]

Thanks for the above replies.  smokeybandit, you are so right! 

 

We'll see what happens...

[RobInMN]

We've only done Star class once. Fall '23 on Allure out of Galveston. We got the initial "survey" 3-4 weeks out, and then we got an email from our Genie about a week out. All interaction was with our actual Genie (Jay, he was so awesome!). We were never contacted by a Shoreside Genie, nor was there any mention of trying to. Out Genie had very detailed directions of exactly what to do on arrival, which mentioned where to meet the shoreside Genie. Once she confirmed who we were and gave our bags to a dedicated porter, she just escorted us right up to the suite lounge flying through security and bypassing any line. Jay then met us there in like 5-10 minutes.

In our one and only experience, the SSG was really nothing more than a crew of special guest services people dedicated to getting Start class from the curb to the lounge where the met their actual Genie.

I suppose different ports, and maybe different ships can have different experiences

[jenushkask8s]

On 9/12/2024 at 2:32 PM, jenushkask8s said:

We are sailing in Star class on Icon on October 19 and have yet to hear anything from the shoreside genie.

 

I'm not stressing about it because I know our onboard genie will take care of everything but it's still not a great look for the amount they're charging for Star class lately.

 

We were contacted by the shoreside genie today, 33 days out. We'll see how long it takes them to respond to my response now...

[chfenton]

Shoreside Genie is slow to respond.  Not sure of the benefit as we have always been able to arrange everything through the on-board Genie who typically reaches out at least 10 days before your cruise. To this point, one request I had to shoreside was mis handled but as soon as I told Onboard Genie about it through email it was fixed---so why bother with the shoreside?

[chfenton]

On 9/12/2024 at 8:41 PM, RobInMN said:

We've only done Star class once. Fall '23 on Allure out of Galveston. We got the initial "survey" 3-4 weeks out, and then we got an email from our Genie about a week out. All interaction was with our actual Genie (Jay, he was so awesome!). We were never contacted by a Shoreside Genie, nor was there any mention of trying to. Out Genie had very detailed directions of exactly what to do on arrival, which mentioned where to meet the shoreside Genie. Once she confirmed who we were and gave our bags to a dedicated porter, she just escorted us right up to the suite lounge flying through security and bypassing any line. Jay then met us there in like 5-10 minutes.

In our one and only experience, the SSG was really nothing more than a crew of special guest services people dedicated to getting Start class from the curb to the lounge where the met their actual Genie.

I suppose different ports, and maybe different ships can have different experiences

I think the OP is referring to a different type of shoreside Genie which I believe is new.  This is one that reaches out before hand to handle various requests like your onboard would do.  The ones that meet you once you arrive at curise terminal are referred to as the Pier Genies (or at least that is what our onboard called them).

Edited Monday at 06:48 PM by chfenton
typo

[jjduck]

Thanks for the recent replies.

 

Shoreside v. Pier v. Onboard genies... I think Royal is trying to be "helpful" but not so far. LOL

 

 

[RobInMN]

2 hours ago, chfenton said:

I think the OP is referring to a different type of shoreside Genie which I believe is new.  This is one that reaches out before hand to handle various requests like your onboard would do.  The ones that meet you once you arrive at curise terminal are referred to as the Pier Genies (or at least that is what our onboard called them).

Ah! you're right. I just looked at my email from our Genie, and he referred to "Terminal Genies". (close enough) 🙂 

"Shoreside" could very well be something different.

[Jkaczanowski]

We’re sailing Star in 6 days.  Not happy with the changes so far.  Heard from shoreside genie about a month before our cruise.  He took at least 4 days each to respond to my 2 emails (initial dining request and correction) but at least he was useful and made our dining reservations.   Not pleased that we have not yet heard from our ship genie, nor do we even know who it will be.  Sky class has already heard from the concierge for our sailing.  We’ve sailed Star about 8 times and I’m thinking this is our last.

[Need_MoreVacationTime]

I realize it's exciting to be on top of everything prior to a cruise but I assure you the product (genie) is sound in that they will literally move mountains for you based on your preferences.  It's really not worth stressing or 'thinking this will be your last' based on latency of communications. 

Haven't done star class for a while but the feedback i've read/heard is the same as it ever was in regards to 'moving mountains'.  Anything you want will just be addressed once onboard if not handled and confirmed ahead.  Unless you have strong embarkation (day/moment of) imminent/important assurances, it's not worth stressing over.

[Jkaczanowski]

19 minutes ago, Need_MoreVacationTime said:

I realize it's exciting to be on top of everything prior to a cruise but I assure you the product (genie) is sound in that they will literally move mountains for you based on your preferences.  It's really not worth stressing or 'thinking this will be your last' based on latency of communications. 

Haven't done star class for a while but the feedback i've read/heard is the same as it ever was in regards to 'moving mountains'.  Anything you want will just be addressed once onboard if not handled and confirmed ahead.  Unless you have strong embarkation (day/moment of) imminent/important assurances, it's not worth stressing over.

The price on Star has increased dramatically in the last 3 years.  Any degradation in service is completely unacceptable.  One of the major benefits has always been the complete lack of stress - everything planned and taken care of at least 1 week before sailing.   I don’t feel “taken care of” and for this price (over $20k), I should. 

[Need_MoreVacationTime]

Communication is definitely a variable to be able to 'ding' the product on if you see fit but I hope you see there's more to the product and your vacation at large than not having the binder of activities delivered to you a week out if that same binder of the same activities get presented to you, no matter what your hearts desire, the moment you get onboard.

 

You'll get the shows, restaurants, and everything else you want before everyone on the boat.  Enjoy!

 

As far as not getting any information from the genie, I honestly wouldn't be surprised if its something IT related and not them truly ignoring the communication process to you completely.  Spam or what have you.  I'm sure they will profusely apologize to you once they meet you in person or otherwise establish contact.

Edited Monday at 11:16 PM by Need_MoreVacationTime

[Jkaczanowski]

8 minutes ago, Need_MoreVacationTime said:

Communication is definitely a variable to be able to 'ding' the product on if you see fit but I hope you see there's more to the product and your vacation at large than not having the binder of activities delivered to you a week out if that same binder of the same activities get presented to you, no matter what your hearts desire, the moment you get onboard.

You realize this forum is full of people waiting in line behind you at every turn of your trip and you're announcing frustrations with the speed at which your guaranteed wishes are communicated with you.  Yes, you've paid.  You'll get the shows, restaurants, and everything else you want before everyone on the boat.  Enjoy!

My wishes are dining and shows.  We don’t run the genie ragged.  And everyone else on the ship could reserve them in the cruise planner before shoreside even reached out to us.  Not sure if you’ve sailed star class, but there’s no “binder of activities”.   Maybe you’re thinking of key?  And I wait in line at the flowrider same as everyone else.  Yes, there’s a 1 hour star class hour but the line was so long last cruise, I went over to stand up instead.  
 

If the biggest benefit of Star was the “stress free” aspect, it’s now reduced.  Yes, I’m frustrated.  At some point the premium paid is just not worth the benefit. 

[cruise_co]

1 hour ago, Need_MoreVacationTime said:

I realize it's exciting to be on top of everything prior to a cruise but I assure you the product (genie) is sound in that they will literally move mountains for you based on your preferences.  It's really not worth stressing or 'thinking this will be your last' based on latency of communications. 

Haven't done star class for a while but the feedback i've read/heard is the same as it ever was in regards to 'moving mountains'.  Anything you want will just be addressed once onboard if not handled and confirmed ahead.  Unless you have strong embarkation (day/moment of) imminent/important assurances, it's not worth stressing over.

Not exactly true.  We sail this week.  We have been conversing with our Shoreside genie for about 6 weeks.  Many requests for changes on the schedule he put together that had nothing to do with our requests were ignored. A few weeks ago he asked what we wanted stocked in the cabin. We requested some flavored sparkling water that needs to be sourced but has always been provided on all our star-class cruises.  A week ago our ship genie contacted us. He has been extremely responsive and wonderful but had double work fixing all the messups of the Shoreside genie. That said, I know we will have an amazing trip now that we are working with the ship genie.

 

The shoreside genie NEVER sent our preferences for our cabin even though he was the one who asked for our list.  Unfortunately, since it is a less than a week away, our genie cannot source our preferred water because as he told us, inventory needs at least a 15 day lead time.  Now, is water going to make or break a vacation? Absolutely not. In fact, I told him to not worry about it, it wasn't important enough to try to jump through hoops to find it.  

 

Additionally we had asked for a custom cake for our daughter's birthday.  Shoreside genie said he talked to the executive chef who okayed it. It was nothing extravagant and not a huge ask.  We spent many emails planning a great birthday party.  Ship genie had no idea, none of the info was transferred. Again, less than a week away, it is hard for the chef to fit into his schedule. Our daughter wanted a cake with sea shells so I sourced a bunch of premade sugar sea shells (genie said it would help) to bring with us for the chef since time is not on our side. We will see if it happens.  

 

It is two examples of the pitfalls of only being contacted by your ship genie 6 or 7 days ahead of time;  there is no time to do the magic that they can do when you talk to them a month ahead of time.  Not big things and won't affect our cruise but the implementation of the shoreside genie has been very rough, with it seems very little training on what star class is, and is a frustrating start to a cruise, which is supposed to be worry free.

[jjduck]

5 hours ago, Jkaczanowski said:

The price on Star has increased dramatically in the last 3 years.  Any degradation in service is completely unacceptable.  One of the major benefits has always been the complete lack of stress - everything planned and taken care of at least 1 week before sailing.   I don’t feel “taken care of” and for this price (over $20k), I should. 

I agree with this 100%.  For the amount we are paying, I don't want to be the test of a new thing. The so-called shoreside genie emailed us with someone else's name and after another week, still has not responded with a correction.  Why ask for preferences before the cruise, only to find out they were not relayed to the onboard genie.  Even though I realize things will be taken care of once we are on board (at least I hope so), I do not appreciate the pre-stress.

[chfenton]

Agree with everyone that the Shoreside Genie is not being effective in communicating with both passengers and assigned Onboard Genies.  Our onboard initially reached out 30 and 12 days for our two star class cruises this year and the 30 was likely before they started the shoreside Genie program. 

 

But my experience mirrors those who say with very rare exception (like securing special inventory) for shows and dining especially--whatever you want you will get from your onboard Genie.

[Jkaczanowski]

So the saga continues…  I sent an email to shoreside today (5 days out) asking who our genie is and when I can expect to hear from him/her.  Get an email from our onboard genie within an hour.  Somehow onboard genie sent the email to my 16 year old child’s email account they don’t use.  Please explain how shoreside has been communicating with me, but onboard sends welcome email to a totally different email?   But it gets better.  Her itinerary is completely different from what I had arranged with shoreside.  Coastal Kitchen night 1 has been replaced with Jamie’s (we like filet night at coastal), lunch at Izumi Sushi (we don’t eat sushi and had Chops planned) and playmakers (had Jamie’s planned), and our dining times have changed to earlier (I ride flowrider and am not getting off early before they close).  So now 5 days before our cruise, I’m having to get this all fixed.  Hopefully there’s still availability for Coastal night 1 at our requested time for 7 people (we have the 4 br villa suite) as concierge sent out their email yesterday morning.  
 

This is not the experience we’ve had in our other 7 or 8 star class cruises.  Not sure what the point of shoreside is when so much was wrong 5 days out.  Not happy.

 

[twangster]

15 minutes ago, Jkaczanowski said:

So the saga continues…  I sent an email to shoreside today (5 days out) asking who our genie is and when I can expect to hear from him/her.  Get an email from our onboard genie within an hour.  Somehow onboard genie sent the email to my 16 year old child’s email account they don’t use.  Please explain how shoreside has been communicating with me, but onboard sends welcome email to a totally different email?   But it gets better.  Her itinerary is completely different from what I had arranged with shoreside.  Coastal Kitchen night 1 has been replaced with Jamie’s (we like filet night at coastal), lunch at Izumi Sushi (we don’t eat sushi and had Chops planned) and playmakers (had Jamie’s planned), and our dining times have changed to earlier (I ride flowrider and am not getting off early before they close).  So now 5 days before our cruise, I’m having to get this all fixed.  Hopefully there’s still availability for Coastal night 1 at our requested time for 7 people (we have the 4 br villa suite) as concierge sent out their email yesterday morning.  
 

This is not the experience we’ve had in our other 7 or 8 star class cruises.  Not sure what the point of shoreside is when so much was wrong 5 days out.  Not happy.

 

 

That's so Royal.

 

Despite being Pinnacle, lead guest on a reservation, the person who booked it and the person who pays for it all, Royal will send RoyalUp emails to my cabin mates but not to me.  A minor child with no credit card?  Sure, send them the RoyalUp email!