Reaction to comments made on ship survey (end of cruise)

[triple7tahoe]

After all the fun with tips/service in the last few days I thought I would open a new "can of worms":). On our last cruise we were very dissatisfied with the Restaurant Manager/Maitre de'. We are not ones to think that we should be fawned over or get special privileges just because we have travelled so much with Princess (36 cruises-650 days). We do think that there should be somebody at the entrance to the dining room that welcomes all passenger to dinner with a smile. On a 14 day cruise we found the people at the front of the restaurant were so busy talking to each other that they could not even look up and smile as the passengers entered. On the 13th night my wife went out of her way to walk up to this group; stand in front of them and say "Good Evening". They looked startled and muttered something that may have been "Good evening":confused:. On the survey that we are all asked to fill out on the last day of the cruise, I made comments about the lack of attention from the "Front" of the restaurant. That night the Manager came back to our table and asked the table waiter which couple we were. We were at a table of eight and moved around the table each night. We received icy stares from the Manager and his assistance as they left.

On this same cruise, we entered every tournament in the casino and were in the finals for 3 or 4 events. On past cruises the finalists all received hats, shirts or some other small token for being in the finals. On this cruise somebody decided that only the top four finishers should get these gifts. Although my wife did win one of the tournaments we were always finisher number five in the qualifying rounds and hence did not receive the gifts. I mentioned this in the survey as well. On the morning of disembarkation we got a call from the Casino Hostess and were told that because of our loyalty to the casino (We lost over $3000:o) we had some special prizes for us. We went down and came home with shirts, hats, cards, pens and ?

This was the first cruise that we have made negative comments and now wonder if the reaction from the staff was from their getting these comments before disembarkation-Anybody else had these experiences?:confused:

[CHIEB2812]

I always find dining a "hit or miss," situation, you never really know what your going to get. It could have been just your seating having these experiences. Fret not, I'm sure your other cruising comrads noticed their "absence" as well. I do hope however that you still had an amazing cruise, and did not let their scarcity ruin any part of your cruise!

[spongerob]

A few years ago we had a few complaints about one of the head waiters during a 7 day cruise. He seemed to be rude and arrogant and after three incidents, I commented on this individual by name in the end of cruise survey and suggested that he needed to develop his ability to deal with people.

 

We saw him again several months later and he was definitely a changed person, at least, in front of passengers.

[chamima]

I always fill these out specifically with positive and sometimes negative comments and have NEVER noticed any reaction at all. I really thought they were given to computer operators to read the "fill in the dot" portion for overall satisfaction and then were tossed. :confused:

[Chicagobob]

Don't know how it works. In dozens of cruises with about a dozen with Princess there was only one person I ever felt I really had to write up in negative way in a comment card. I have posted positive things in the past like best dinner service ever, etc. I try to be pretty honest about what I like/dislike about how every ship is run instead of just hallmarky 'another great trip' which doesn't do the cruise line any good. I've yet to sail on a cruise ship that didn't have pros and cons to me.

 

But on a N.E. Fall cruise with Princess I found a bug in a cookie that the room steward delivered on day one. My grandmother owned a bakery for years and was the cleanest woman I've ever met. I know these things happen. Wasn't looking for a free cruise or to get the tray of free cookies comped. Just wanted him to pass the info on to the kitchen. This guy went back and forth with me that it was a piece of lint for about 5 mins. That may have been the highlight of his services that week.

 

I'm hoping he is no longer with the company.

[NVCLVR]

On the Grand, Summer of 2007, we were quite disgruntled with the morning show w/the CD and his assistant. We had just come from our 2nd Baltic cruise w/CD John Lawrence (who we consider to have been was the absolutely best in the CD group!...And his assistant, as well!), so were spoiled. The 2 on the Grand's morning show would make awful faces when trying out the drink-of-the-day and were worse than being just "silly". Anyway, we did make our observations known on the comment card (quite diplomatically, I might say)..but made the mistake of putting it in the box the afternoon before the disembarkation. That evening, when we returned from dinner, there was quite a rude, bordering on nasty, message on our phone from the assistant CD (an attempt at intimidation). Most unprofessional. We were stunned and wanted to complain about her behaviour; however, we had no one to go...especially on the last night. The lesson learned is we will not book on the Grand at the same time that CD is working. We usually write positive, complimentary comments on the cards and felt we were giving constructive criticism. Knowing, now, that the staff is free to retaliate at will, we no longer feel comfortable filling out the card. If we do have any comments that could be construed as negative, we don't drop the card off until we're disembarking.:cool:

[triple7tahoe]

On the Grand, Summer of 2007, we were quite disgruntled with the morning show w/the CD and his assistant. We had just come from our 2nd Baltic cruise w/CD John Lawrence (who we consider to have been was the absolutely best in the CD group!...And his assistant, as well!), so were spoiled. The 2 on the Grand's morning show would make awful faces when trying out the drink-of-the-day and were worse than being just "silly". Anyway, we did make our observations known on the comment card (quite diplomatically, I might say)..but made the mistake of putting it in the box the afternoon before the disembarkation. That evening, when we returned from dinner, there was quite a rude, bordering on nasty, message on our phone from the assistant CD (an attempt at intimidation). Most unprofessional. We were stunned and wanted to complain about her behaviour; however, we had no one to go...especially on the last night. The lesson learned is we will not book on the Grand at the same time that CD is working. We usually write positive, complimentary comments on the cards and felt we were giving constructive criticism. Knowing, now, that the staff is free to retaliate at will, we no longer feel comfortable filling out the card. If we do have any comments that could be construed as negative, we don't drop the card off until we're disembarking.:cool:

Thank you for this note, I wondered if it had just been a coincidence and now I would say it does not look like it.

[Woodmnky]

On our Emerald cruise, I was in the middle of filling out my survey when we had to leave for an excursion. I put the survey in my bedside drawer and left. When I returned the survey was gone. DH went to find our steward and sure enough he had taken it. He had also tried to change the score that we had given him.

 

Normally, I am the kind that if all is satisfactory, I will provide nearly the highest score.

 

However, our steward was not very good at all. Most days we did not have pool towels, glasses or fresh ice. He didn't seem to go above and beyond like most stewards when greeting us in the hallway he often would see us and walk the other way. The point when our experience with the room steward turned from bad to worse was when he did not get to our room one day until 2pm and we asked for 10 minutes to change clothes and he told us that this would not be possible as he was supposed to be off work already.

 

Needless to say we got the survey back, finished it and included the appropriate comments - most of which were positive feedback towards excursions, activities, food and staff.

 

For the rest of the night everytime we saw the steward he told us how it was OUR fault that he was going to get in trouble. It really did make for a uncomfortable last evening.

 

I will not hesitate to include constructive critism in the future, I will just make sure and keep the survey with me and put it myself in the box on the last day.

[sherman931]

I always fill out the survey with comments. I try to stick to positive observations, but of I had a bad experience I do not hesitate to include comments. Never heard back from anyone.

[SeaTheWorldBySea]

originally posted by triple7tahoe: We do think that there should be somebody at the entrance to the dining room that welcomes all passenger to dinner with a smile.

I agree - this helps to set a friendly atmosphere. For our recent B2B on Pacific Princess, Renzo the Maitre'D and the head waiters were at the entrance to the dining room every night, welcoming us. We were impressed with Renzo and his management of the dining staff.

[Toto2Kansas]

After all the fun with tips/service in the last few days I thought I would open a new "can of worms":). On our last cruise we were very dissatisfied with the Restaurant Manager/Maitre de'. We are not ones to think that we should be fawned over or get special privileges just because we have travelled so much with Princess (36 cruises-650 days). We do think that there should be somebody at the entrance to the dining room that welcomes all passenger to dinner with a smile. On a 14 day cruise we found the people at the front of the restaurant were so busy talking to each other that they could not even look up and smile as the passengers entered. On the 13th night my wife went out of her way to walk up to this group; stand in front of them and say "Good Evening". They looked startled and muttered something that may have been "Good evening":confused:. On the survey that we are all asked to fill out on the last day of the cruise, I made comments about the lack of attention from the "Front" of the restaurant. That night the Manager came back to our table and asked the table waiter which couple we were. We were at a table of eight and moved around the table each night. We received icy stares from the Manager and his assistance as they left.

On this same cruise, we entered every tournament in the casino and were in the finals for 3 or 4 events. On past cruises the finalists all received hats, shirts or some other small token for being in the finals. On this cruise somebody decided that only the top four finishers should get these gifts. Although my wife did win one of the tournaments we were always finisher number five in the qualifying rounds and hence did not receive the gifts. I mentioned this in the survey as well. On the morning of disembarkation we got a call from the Casino Hostess and were told that because of our loyalty to the casino (We lost over $3000:o) we had some special prizes for us. We went down and came home with shirts, hats, cards, pens and ?

This was the first cruise that we have made negative comments and now wonder if the reaction from the staff was from their getting these comments before disembarkation-Anybody else had these experiences?:confused:

 

This is one of those instances to show how passengers are totally different onboard. I consider the complaints listed 'knit picking' and would have never given any of them a second thought. Remember, this is my opinon only!

I have sailed about 250 days on Princess, and maybe if I had 650 I would feel differently, maybe not. But these things listed I wouldn't have even given a second thought to. Let alone add them to my comment card. :o

[Coral]

I had a situation where I encountered our evening waiter in the dining room in the morning. I had asked him if I could have blueberry pancakes (which was not on the menu). I have done this many times. I know Princess's policy that the waiters are not supposed to say no but to ask a head waiter (and the head waiter will make the decision). Well, since this waiter felt he knew me - he said no, it would be too inconvenient. I mentioned that I have done this on every cruise and then I politely asked if he could ask a head waiter and he refused. I then motioned for a head waiter to come over and the head waiter said "of course".

 

The next thing I know, this waiter was very furious with me and then started to make tons of mistakes and blamed them all on me in front of the whole table - he forget to bring juices to people, he screwed up everyone's order, it went on and one. And in front of everyone said it was because of me. I had never been treated so rudely by a waiter. The other individuals at the table (all strangers) could not believe that he was blaming me for his incompentence.

 

I sucked it up and went to his table at night even though I thought he was a complete jerk.

 

On the last evening I wrote on a blank piece of people and inserted it into the comment card box. Within an hour, I received a call saying that the situation would be dealt with immediately and that this waiter's actions were uncalled for. That night, the waiter had not been informed of it as he acted normal.

 

The following morning when I went to breakfast, I had the matride and the head waiter come over to me and apologize for this waiter's actions. They both apologized again and again and indicated somehow that this would be a bad mark against him in his file and that they had received complaints about him on the previous cruise about being rude to passengers - so I was not the only one.

 

The one thing that the head waiter did say which I wish I had done was to speak to the head waiter that I was familiar with at the time of the incident (not the one that I motioned over) and deal with it then. When speaking to this other head waiter he said "Tuesday - I was in the dining room then, you should have told me at the time.

 

Moral of the story - don't wait until the end of the week, deal with it at the time.

[coiran]

I agree with Coral - deal with the situation immediately. Recently on the Grand we had two minor issues - we filled out comment cards immediately, dropped them into the box. We received calls from and met with the Hotel Manager and CD within one day, and the problem, though minor was addressed.

 

Ron

[boone2]

On the Emerald 2 years ago we were in Anytime and placed at a table we had been at previously when the service had been OK. This night we were the only people at the station and there was only the waiter and not his assistant around. We waited and waited for over 30 mins, not a "good evening", no water, no bread no menus. There were no other tables occupied, he just kept walking past us to clear other tables. We got up and walked out, on our way out I told the Head waiter that we were going to the other DR as we had no service yet, he had greeted us when we came in so had a reasonable idea of how long we had been there. He was morified and incredible, sat us immediately at a window table with wonderful service and asked us to come back the next night when he served us special appetizers. He also asked us to fill in a comment card before we left that night re this waiter. He had many complaints about him, that waiter would only turn over each table once on his shift while other waiters could do 3-4 times. He wanted written complaints about him as it would help him with his disicplinary procedure, whatever that was. It's the only time I have complained on 8 Princess cruises and really hadn't intended to as such, just pointing out why we were changing restaurants

Terry

[shelbyz]

After reading a couple of these posts I realize how fortunate we have been on Princess because we have always had outstanding room stewards (and rewarded them with an additional gratuity at the end). It's so nice to be greeted with a smile and a few pleasant words, to have the room always fresh, and to feel like we're honored guests. It would be a tremendous disappointment to have a bad experience like Woodmnky.

 

I have learned from all of you to address a problem right away instead of waiting. Thanks.

[PescadoAmarillo]

These posts are very disturbing. I guess we've been fortunate in that we've only ever written up 2 people for truly negative reasons on Princess, but to think that there might be retaliation infuriates me. It's your vacation, darn it, and if you take the time to comment on something, there certainly shouldn't be an attitude because of it. This is one case where I would make sure someone in a position to correct both the issue and the attitude knew what was happening, and if it happened just before I disembarked, I would be writing a letter as soon as I got home.

 

As for not being greeted when I arrive at the dining room (in our case, it's always the Anytime dining room), that's a pet peeve for me too and that's why I enjoyed the Emerald so much in January. Not only were we greeted with smiles, they were often accompanied by hugs, and I was sometimes escorted by the arm by some hunky head waiter. What's not to like? :D And it definitely sets a positive tone for the dinner.

[kruisey]

I had a situation where I encountered our evening waiter in the dining room in the morning. I had asked him if I could have blueberry pancakes (which was not on the menu). I have done this many times. I know Princess's policy that the waiters are not supposed to say no but to ask a head waiter (and the head waiter will make the decision). Well, since this waiter felt he knew me - he said no, it would be too inconvenient. I mentioned that I have done this on every cruise and then I politely asked if he could ask a head waiter and he refused. I then motioned for a head waiter to come over and the head waiter said "of course".

 

The next thing I know, this waiter was very furious with me and then started to make tons of mistakes and blamed them all on me in front of the whole table - he forget to bring juices to people, he screwed up everyone's order, it went on and one. And in front of everyone said it was because of me. I had never been treated so rudely by a waiter. The other individuals at the table (all strangers) could not believe that he was blaming me for his incompentence.

 

I sucked it up and went to his table at night even though I thought he was a complete jerk.

 

On the last evening I wrote on a blank piece of people and inserted it into the comment card box. Within an hour, I received a call saying that the situation would be dealt with immediately and that this waiter's actions were uncalled for. That night, the waiter had not been informed of it as he acted normal.

 

The following morning when I went to breakfast, I had the matride and the head waiter come over to me and apologize for this waiter's actions. They both apologized again and again and indicated somehow that this would be a bad mark against him in his file and that they had received complaints about him on the previous cruise about being rude to passengers - so I was not the only one.

 

The one thing that the head waiter did say which I wish I had done was to speak to the head waiter that I was familiar with at the time of the incident (not the one that I motioned over) and deal with it then. When speaking to this other head waiter he said "Tuesday - I was in the dining room then, you should have told me at the time.

 

Moral of the story - don't wait until the end of the week, deal with it at the time.

Last November I embarked Diamond princess for a 31 day cruise in Bangkok.

i flew around to all my CC members with a printed memo of meeting time plus names and cabin numbers of those that wished all to have.Entered early traditional dining and was placed on a table for 4 I had requested an eight as I travel single on long trips. Anyway three people arrived at the travel glared at me and stated requested a table for three" I replied will move' but they stomped off to the Maitre D .I was left in solitary

splendor.:o:o I got up from the table and went to the side of the maitre d his face in a long list

who muttered 'Goto the end of the line up' which was huge....all trying to get trad dining.I mentioned to him several times 'I am already in Traditional dining and have just had a bad experience'....After many brush offs from him I think to get rid of me he got me into a table of eight.This table of eight were great dinner companions for the cruise,we all got on so well together.

I did report the maitre D to the pursers desk and after that he went out of his way to help me with arranging Thanksgiving and afternoon tea for the CC group.

As Coral mentioned its best to act straight away if you have a bad experience on board.:)

[Coral]

These posts are very disturbing. I guess we've been fortunate in that we've only ever written up 2 people for truly negative reasons on Princess, but to think that there might be retaliation infuriates me.

 

I have to say that I have been extremely fortunate also. I have only had 1 bad waiter and 1 bad room steward on all of my trips. Considering the amount of trips I have been on, that is very good odds. The majority of the time, I have outstanding service on the ships I have been on.