Diamond Princess Cabin D-741

[exphyle]

Dear Mr. Trounstine :

 

Thank you for your email regarding your upcoming cruise onboard Diamond Princess. Due to the nature of your concerns, we have opened a file in Customer Relations under your booking number and you will be receiving a written response from a department representative following a thorough review of your correspondence. Our response time currently is approximately 2 to 4 weeks. All will be done to expedite your response. However, all files are answered in the order in which they have been received by our department. We thank you for your patience while awaiting a reply.

Sincerely,

 

Juana Sanchez

Princess Cruises

Customer Relations Specialist

customerrelations@princesscruises.com

[PAULNJILL]

Phil & deborah

 

many thnaks your comments we have also taken this up with Princess as we are in the same area as you on the ship, please keep all posted of developments as we will

 

Rgds

Jill n Paul

[Host CJSKIDS]

Thank you Charlotte for the update. This is one of the most interesting threads on CC I ever have followed. Attached is the letter we emailed to Princess today (cc to our travel agent), hoping for some clarity from them about whether the stench from the aft vent affects the stateroom we have booked.

 

-- Phil

 

Dear Princess Customer Relations,

 

We are booked on the Diamond Princess, Auckland-Sydney, for Feb. 10, 2009. Our booking number is XXXXXX. We are assigned to E735, an aft balcony stateroom in the BB category. We have asked NOT to be placed on an upgrade list because we DO NOT WANT TO SWITCH from this stateroom assuming that the problem discussed below has been addressed.

 

As you are no doubt aware, a lawsuit against Princess Cruises was filed in Los Angeles Superior Court in September 2006 by Mr. and Mrs. Craven because of their experience in stateroom D741 on the Diamond Princess and the initial refusal of Princess to offer more than $100 in onboard credit as compensation. The problem was that the stench from the ship's aft vent was so bad in D741 that the Cravens could not even open the door to their balcony and thus were effectively consigned to a very expensive oceanview aft stateroom. I know you are aware of this problem because I have seen the correspondence from Megan Small, a specialist in your Passenger Relations department, in which the issue was discussed. These were posted on Cruise Critic's message board back in 2006. Moreover, Mrs. Craven has recently recounted her experience on the Cruise Critic message board.

 

A settlement was apparently made with Mr. and Mrs. Craven, although the terms required that the amount of the settlement could not be revealed. Mrs. Craven did not discuss the amount of her settlement and we are not interested in knowing the details. We would simply like your assurance that the problem of the malodorous vent has been fixed and that you can assure us that we will not be confronted with this problem in E735, which is directly below D741 on the Diamond.

 

Again, we DO NOT at this time want to be moved from E735 as we have heard good things about this particular aft stateroom and are quite content with our assignment (unless you'd care to upgrade us to an aft suite). We just want your assurance that the problem with the aft vent has been fixed and that we will not suffer from the kind of stench that gave rise to the Cravens' lawsuit and subsequent settlement over D741.

 

Thank you for your prompt attention.

 

Phil and Deborah Trounstine

Aptos, CA

 

I sincerely hope that bringing this particular case to light nothing is jeopordized with respect to the payment made.

I know that what was done was posted, but simply stating that they were made to sign off on something with Princess can be enough for Princess to "make changes" to the agreement. It's all in the fine print of what Princess has one sign in regards to making any of payments, sometimes reimbursements.

[Host CJSKIDS]

Dear Mr. Trounstine :

 

Thank you for your email regarding your upcoming cruise onboard Diamond Princess. Due to the nature of your concerns, we have opened a file in Customer Relations under your booking number and you will be receiving a written response from a department representative following a thorough review of your correspondence. Our response time currently is approximately 2 to 4 weeks. All will be done to expedite your response. However, all files are answered in the order in which they have been received by our department. We thank you for your patience while awaiting a reply.

Sincerely,

 

Juana Sanchez

Princess Cruises

Customer Relations Specialist

customerrelations@princesscruises.com

 

I guess that this is Princess "pat answer" to anything they receive as I have some of these exact same letters!

[exphyle]

I sincerely hope that bringing this particular case to light nothing is jeopordized with respect to the payment made.

I know that what was done was posted, but simply stating that they were made to sign off on something with Princess can be enough for Princess to "make changes" to the agreement. It's all in the fine print of what Princess has one sign in regards to making any of payments, sometimes reimbursements.

 

I added nothing to my letter that had not already been posted on this site. The settlement had already been made and no one has revealed the amount. This particular case, however, is very important. For one thing, when my travel agent called Princess to ask whether our cabin would be affected by the stench from the aft vent that, at least in the past, had affected D741, she was told (after going up the food chain to several senior people) that they knew nothing about any such problem on the Diamond. So recalling the Craven's case is essential.

[exphyle]

Phil & deborah

 

we are in the same area as you on the shipl

 

Rgds

 

Jill n Paul

 

When are you sailing? We're scheduled for 2/10/09.

[freakidy22]

This problem on Sapphire and Diamond is well known, at least on board these two ships. Maybe Princess in Los Angeles never reads the ships reports... :confused:

 

The smell originates from the galley, from the vegetable preparation room to be precise. The smell some unfortunate posters had to endure is simply the smell from the left-overs of this preparations. And it only happens during preparation of vegetables.

 

Some posters demanded to have this problem rectified. If it would be that simple... Re-designing these vents would mean to go to the very core of the ships design, it's not just switching around some pipes. Everyone who had severe plumbing problems at home knows what I'm talking about. They would have to rip apart the whole aft section; this is way to costly and time consuming. It's a design flaw (among many others) passengers and crew have to live with.

 

There was however a fix for this problem on both ships and that's why it only occurs every know and then:

 

Vegetable preparation at night. As easy as that.

 

It still stinks but at night hardly anyone is around to notice and complain; especially the occupants of D740 / D741. Don't leave the balcony door open during the night, though...!:rolleyes:

 

I can only speculate why the vegetable preparation is sometimes done at night and then all of the sudden during daytime again; most likely it's a crew change, namely the Executive Chef who does not know why it is done at night and only hears the complaints of his cooks who naturally don't like night shifts...

 

Everyone who encounters this problem on the Sapphire or the Diamond: See Passengers Services and ask to speak to the Passenger Services Director. Do not accept anyone else, the Front Desk Supervisor or the Passenger Relations Manager or the First Purser Administration can not change this problem, they can only address it. The Passenger Services Director is in charge for the Hotel Department; the Galley is part of this department. And while your on it, ask the First Purser F&B to be present, he or she is the Department Head for everything that has to do with food.

 

It might take a few days but this is the only known way to fix it. And if the above mentioned think you talk rubbish ask them to have a look in their archives of Passenger Complaints. They will find this exact solution there.

[PAULNJILL]

Hi we are sailing 28th March 09

 

rgds

Jill.n Paul

[xpcdoojk]

OOPs!

 

jc

[TrinaLC]

This problem on Sapphire and Diamond is well known, at least on board these two ships. Maybe Princess in Los Angeles never reads the ships reports... :confused:

 

The smell originates from the galley, from the vegetable preparation room to be precise. The smell some unfortunate posters had to endure is simply the smell from the left-overs of this preparations. And it only happens during preparation of vegetables.

 

Some posters demanded to have this problem rectified. If it would be that simple... Re-designing these vents would mean to go to the very core of the ships design, it's not just switching around some pipes. Everyone who had severe plumbing problems at home knows what I'm talking about. They would have to rip apart the whole aft section; this is way to costly and time consuming. It's a design flaw (among many others) passengers and crew have to live with.

 

There was however a fix for this problem on both ships and that's why it only occurs every know and then:

 

Vegetable preparation at night. As easy as that.

 

It still stinks but at night hardly anyone is around to notice and complain; especially the occupants of D740 / D741. Don't leave the balcony door open during the night, though...!:rolleyes:

 

I can only speculate why the vegetable preparation is sometimes done at night and then all of the sudden during daytime again; most likely it's a crew change, namely the Executive Chef who does not know why it is done at night and only hears the complaints of his cooks who naturally don't like night shifts...

 

Everyone who encounters this problem on the Sapphire or the Diamond: See Passengers Services and ask to speak to the Passenger Services Director. Do not accept anyone else, the Front Desk Supervisor or the Passenger Relations Manager or the First Purser Administration can not change this problem, they can only address it. The Passenger Services Director is in charge for the Hotel Department; the Galley is part of this department. And while your on it, ask the First Purser F&B to be present, he or she is the Department Head for everything that has to do with food.

 

It might take a few days but this is the only known way to fix it. And if the above mentioned think you talk rubbish ask them to have a look in their archives of Passenger Complaints. They will find this exact solution there.

 

 

Very practical advice indeed! (Though better not to book this room to begin with, I suppose...)

[exphyle]

For those still following this saga, here's our response from Princess, received today:

 

The Customer Relations Department is in receipt of your letter regarding your upcoming cruise onboard Diamond Princess. Thank you for taking the time to contact our office. We appreciate the opportunity to respond.

 

Your concerns regarding your assigned stateroom (E735) have been noted. While we are confident there will be no problem with odors in your stateroom, please be aware that such matters, while unusual, cannot always be anticipated. Princess takes pride in providing friendly and efficient service, and we endeavor to maintain all exterior and interior areas of each vessel in optimum condition. Therefore, if a problem should arise, our staff would attempt to correct the situation as expeditiously as possible. Please be assurred, your concerns are taken very seriously, and we have forwarded them to the appropriate senior management for their review.

 

Thank you for contacting our office. We look forward to welcoming you aboard Diamond Princess in February 2009. Until then, we send our kind regards.

 

Sincerely,

Laurin Suiter

Specialist, Customer Relations

 

cc Director, Hotel Operations -- Diamond Princess

 

This is VERY artfully crafted letter. First, they acknowledge receipt. Then they note that they are confident there will be no stench IN our stateroom. But the potential problem is on the balcony, not in the stateroom. Then they say such matters cannot always be anticipated -- a clever way of NOT admitting that the problem ever has occurred before. But if a problem should arise they'll TRY to fix it.

 

We really didn't expect much more. But at least we have a record of exchange on the issue in case there's a problem. Frankly, from what I've read, I don't expect our particular stateroom to have a problem. But I sure wouldn't want to be in a stateroom where the vent from below exhales.

[TrinaLC]

For those still following this saga, here's our response from Princess, received today:

 

The Customer Relations Department is in receipt of your letter regarding your upcoming cruise onboard Diamond Princess. Thank you for taking the time to contact our office. We appreciate the opportunity to respond.

 

Your concerns regarding your assigned stateroom (E735) have been noted. While we are confident there will be no problem with odors in your stateroom, please be aware that such matters, while unusual, cannot always be anticipated. Princess takes pride in providing friendly and efficient service, and we endeavor to maintain all exterior and interior areas of each vessel in optimum condition. Therefore, if a problem should arise, our staff would attempt to correct the situation as expeditiously as possible. Please be assurred, your concerns are taken very seriously, and we have forwarded them to the appropriate senior management for their review.

 

Thank you for contacting our office. We look forward to welcoming you aboard Diamond Princess in February 2009. Until then, we send our kind regards.

 

Sincerely,

Laurin Suiter

Specialist, Customer Relations

 

cc Director, Hotel Operations -- Diamond Princess

 

This is VERY artfully crafted letter. First, they acknowledge receipt. Then they note that they are confident there will be no stench IN our stateroom. But the potential problem is on the balcony, not in the stateroom. Then they say such matters cannot always be anticipated -- a clever way of NOT admitting that the problem ever has occurred before. But if a problem should arise they'll TRY to fix it.

 

We really didn't expect much more. But at least we have a record of exchange on the issue in case there's a problem. Frankly, from what I've read, I don't expect our particular stateroom to have a problem. But I sure wouldn't want to be in a stateroom where the vent from below exhales.

 

I would write them back. Thank them for their response, but point out that they did not address your concern, which was stench/odor rendering the balcony unusable.

[Sale Away]

Hi we are sailing 28th March 09

 

rgds

Jill.n Paul

 

I'm actually considering this same sailing. Wondering if anyone has been on the Sapphire recently who can tell us if this is still an issue on the Dolphin deck aft suites and whether it wouldn't be better to just take a cabin on the Emerald deck and deal with the vibrations from Club Fusion?

[tomcruiser1234]

So is it only the Cabins D740 and D741 that get the stink?

 

If you look at the deck plan's VS Suite Cabins D739 and D738 are only 15 ft right or left of those 2 Cabins. If the stink was truly that bad, surely, these folks would complain.

 

What about the Cabins directly above and below Dolphin deck, you also have VS suites and really nice aft Cabins, any problems there?

 

We have a aft Cabin on the Sapphire (D deck) and some friends have the same just below on E deck this April the 14th for 31 days and love our balcony in the evening and will use it lot's. I will make it a point to let this sight know what we have found.

 

We are not complainers but the info you guys have provided is great. If it's bad we have something to go with.

 

Thank's

[kruisey]

Changed my booking based on these posts. D-741 was one of four cabins I had reserved on the Diamond in December. Taking a chance on the odors you described was just not worth the risk. We unfortunately had to downgrade one of the bookings from a mini-suite to a standard balcony. I'm curious to read any other threads on this problem. I've tried doing a search. But, I don't seem to be having any luck find other posts. Any suggestions?

 

Anyway, thanks for the info. My daughter suffers from severe migraines. Smells are one of her triggers. She was booked in D-741. I've managed to book all four cabins on the Aloha deck. My husband and I had to downgrade to be close to her. She's only ten, and booked in a room with her grandma. But I feel it's worth it, to be sure she doesn't suffer a migraine on her vacation.

 

Thanks again!

 

For me due to the fact of life long migraines .I find a quiet area inside cabin with air conditioning lowered . Cool works for me with my life saving Imitrex by my side..

I agree with you strong smells,smoke,even scented products affect when one has a migraine coming on .

I know what your daughter goes through for I've had this affliction all my life......give her a empathetic hug from me...Kruisey.:)

[exphyle]

From everything I have read on this problem -- and it may have been addressed by Princess (we don't know for sure) -- seems to be localized to this specific stateroom. I certainly hope so, since we're booked on the Emerald deck below. But if you want assurance, I'd write to Princess and ask for it. You'll probably get vague, unspecific remarks, we we did, but you'd have them on record anyway.

[ajcruiser]

Have just returned from the Diamond D741 r/t LA-Hawaii. The odor is present to various degrees in the aft portion of the ship. It is not limited to the balcony of D741 but was also noticeable from time to time on the aft portions of the promenade deck. It is not noticeable inside the cabin.

 

It did not affect our enjoyment of the cabin or the balcony. As you first step out you get the sense that you just pulled up behind a trash truck at a stop light. A few minutes on the balcony and my DW and I no longer noticed any odor (got used to it). The balcony is huge and the view great so it did not affect us. I would assume that someone very sensitive to odors, migraine sufferers might be affected. There were better days and worse days, but as I said when we walked the aft promenade deck the odor was there too. I cannot believe that it is not noticeable on the balconies of all the aft cabins from time to time.

 

We, personally, would not hesitate to book this cabin again but clearly this problem has not been solved. We noted that in our passenger evaluation at the end of the cruise.

 

Those who might be affected by this odor should avoid the aft balconies.

[exphyle]

Thanks for the update on the odor issue, AJ. Glad it didn't affect your trip.

[kruisey]

Although migraine sufferer I didnot notice any smell aft while on Diamond Princess January 2007.

I was in an inside cabin aft no smells through the air conditioning.

Do at least 3 mile walk every morning Promenade deck and didnot smell anything .Love looking into the sea aft.:)

[exphyle]

Well, we were prepared to love the aft cabin but just found a great rate on an AB minisuite and have given her up. So it's academic for us now.

[2Oregonians]

To update on this, we filed our suit in Los Angeles County Superior Court, Small Claims Division last week. The Sheriff is going to serve the notice. The trial date is in October. I'll post what happens.

 

Charlotte

 

I followed all your postings on this thread and unless I missed it, you never posted the outcome. At least not within this thread. How did this end up? Curious minds NEED to know!!!! :p

[Coral]

I followed all your postings on this thread and unless I missed it, you never posted the outcome. At least not within this thread. How did this end up? Curious minds NEED to know!!!! :p

 

She posted somewhere that she agreed to not discuss/post the outcome. My guess is that it was in favor of her.

[pizzalady1]

Look on page 2 of this thread, response #74. She answers all of the questions. Her new name is Trash Queen.

[exphyle]

Having written to Princess and received the response noted above about E735 on the Diamond (and having heard nothing reassuring about whether the smell might affect the floor below D741), we altered our booking and took a midship minisuite (at a better price!). Hated to give up the aft cabin, but at these prices, who can afford to take a stinky chance?

[ej22ndrow]

Anybody sailed on the Sapphire in either D740 or D741 lately? This ship and these cabins specifically? Not the Diamond but the Sapphire.

Thanks.