A
allen kavanaugh
Guest
a copy of the letter sent to RCCL via email today
I haved sailed 12 times in the past prior to
this cruise, My First time and probally last with RCCL.
my partner and I purchased this cruise for my mother and myself for my moms
Christmas gift.
we sailed on Feb 04, 2006 on the Enchantment of The Seas reservation Number
1195426.
I booked Directly thru RCCL and had nothing but trouble with making the
reservations. made the reservation over nighted the FULL amount of the
cruise which was received on a friday afternoon.
took til wednesday to be applied to my account when calling to be sure
payment was recieved after checking the deliveryu confirmation was told no
payment shown and they made it sound like I was lying about the delivery
information even after giving the supervisor the overnight delivery
information so she could check it herself.
recieved final payment reminder after payment sent and posted on my cruises
on your web site when called about this they stated they didnt recieve my
payment and the site was incorrect.after having to go thru the whole detail
again and giving them the delivery info they finally acknowledge the payment
paid in Full, no apology and lots of frazzeled nerves.
I took inside run of ship as I have done on my past 12 cruises and my mom on
her past 5 cruises. to my surprise recieved room assignment upon checking
web site several days later only recieving a 2 cat upgrade to a cat M 3513
while other cabin catagories where still available for sale thru out the
time prior to the cruise so run of ship was not really runof ship could of
booked that cat and paid the same amount so not really a saving. called
about it and was told cabins were assigned by the date of the payment being
recieved so the hold up on my payment could of resulted in a lower upgrade I
have never revieved less tahn a 4 cat upgrade and I understand thats the
chance you take with run of ship but with the starting problems I had with
the payment thought a higher cat uypgrade would of been a nice way to say we
are sorry for the mix up and please accept our appology which I NEVER
recieved a we sorry for the payment mix up.
I wasnt going to let this be a factor in our cruise since the purpose was to
enjoy time with my mother. Upon arrival to the Ship on the 4th of Feb and
entering our stateroom I found that the beds were placed together to form
one Queen size Bed. I figured this was a standard practice which was fine I
figured a call would take care of this. I called housekeeping and requested
that the beds me made up seperately upon returning the the room after the
muster drill we found the beds seperated as requested but with NO bed
spreads and already turned down for the night this being 5 pm or so .
the next day the beds were made in the morning but once again NO bed
Spreads, the glasses thet contained the remenants of the pina coladas in the
souvenier glasses were still in the bottom of the glasses and sitting onthe
dressing table in the room. that afternoon we finished a bag of chips we
purchased in FT Lauderdale and thew the bag in the trash can upon returning
to room after dinner and the show we noticed that the beds were truned down
but the chip bag was now on the floor by the trash can and not removed,
still NO bed spreads and the pina coladas still sitting in the glasses.
also noticed that in the hallway outside of our room remained two carts 24/7
which was NOT FOUND on other floors. one cart included rolls of toilet paper
kleenix boxes linen bags etc and the other cart covered with green canvas
which found out later conatined all the DIRTY Roomservice trays. at one
point the handle from this cart found its was onto the floor infront of our
door forcing others to walk over /around it housekeeping staff noticing it
and themselves walking over/around it.
by the 3rd day of the cruise and still NO bed spreads now a hlaf glass of
diet coke with lime from the night before still sitting on dressing table,
the Pina coladas still sitting on the tables with the addition of a flock of
fruit flies encircling it like vultures did I finally go to the Guest
relations desk to say something.
upon goiong to the Guest relations desk talking to a trainee called archie
or andrew and phillipean looking gentleman he said he would let house
keeping know. ( I finally found out that the person at guest relations NEVER
wrote down my concern via talking with customer service last week on the
phone and talking with JC) I was also asked by two members of the CD staff
(moose and Frank) how we were enjoying our cruise. I told him ok with the
exception of our cabin steward adn room. Moose stated he was heading for a
meeting with the head of Housekeeping took my room number and told me he
would adress it with him at the meeting. later that evening as my mother was
laying down in the room she asked me to get her a coke so I went to the
casino bar to grab her a coke. Upon returning to the room I noticed that
there was a gentleman from Housekeeping in the room talking to my mother
about the room. we told him about the lack of care given to the room the
fact that I found under the bed a coin from Belize which was from the prior
weeks cruise and the bed had been moved at least twice to put beds together
adn to seperate them again so no reason for coins to be under the bed if
cleaned properly.
we also stated to him that out of ALL the cruises we had been on this was
the First time we have never meet our cabin steward. he NEVER Introduced
himself to us the entire time of the cruise. I had to hunt him down on the
first day to hand him dry cleaning hoping he was our cabin steward went by
the picture in the cabin saw him in the halls often talking to another cabin
steward complaining about the people on the cruise his job the pay etc. they
stood in the middle of the hall way so a person had to ecuse himself to get
aropund them. upon excusing yourself to get aoround them was greated with a
grumble adn dirty look aswell as a disgusted sound as if we were
interuppting thier time. showing the gentleman the drinks glasses still
having liquids in tehm the fruit flies encircling the glasses . he stated he
would adress this with our cabin steward adn he would be sure to check back
with us prior to the end of the cruise to ensure all was taken care of.
well the glasses did get emptied and washed we did finally get bed spreads
but the one spread had a 6 inch slash in it as if a slasher flick was made
with it. very surprised for RCCL.
Unfornutly the room didnt get any better the string from the dry cleaners
remained on teh floor the entire time the Asst. Housekeeper NEVER returned
as promised and we still NEVER met the cabin steward but over heard him
talking about the assholes who complained about him in the hallway (NICE
TOUCH). made us feel real good.
my mother was going to book for the entire family which would of been 6
cabins a 7 night cruise on RCCL for christmas. upon the last night of the
cruise the cabin sittaution NEVER Being resolved she decided not to book
with RCCL and booked with NCL. we were also requested by my sister who is
partners in a marble company in Michigan who takes thiere sales staff and
crew between 15and 20 cabins on a trip or cruise yearly to check out RCL for
a cruise in 2007. after hearing our feedback from the cruise she has decided
not to give RCL the business if this is how people are treated.
the food in the dinning room was terrible the first night was the best but
even then the service and food poor. ordered two entree the server brought
BOTH meals to me at one time with NO LID thuis allowing the food to get cold
while I was eating my other entree adn allowing the item to dry out. this
practice was carried out through out the cruise finally had to ask the
server to leave the other entree covered while we ate our first meal so it
would stay half way warm. teh last night the table ordered the Onion Soup.
teh soup came out luke warm barely room temp sent the soup back the waitress
stated this is how the soup was given to her adn this is how she has to
serve it no apology or option for something else after that.
simply amazed on the poor quality of food after RCL was HIGHLY recommended
to us by past cruisers they were disappointed in hearing our bad experience
and was truly sorry.
I have already followed up witha call to parkwest at sea for the problems
with the art auctions which is usually a hilight of the trip and was
disappointed .
I filled out the comment card on the ship stated I wanted followup by RCCL
Directly nothing back from teh m so I called the customer service number
last week talked with JC told him the problems occured he gave a scripted
answer made it out to be that WE were being UNSANITARY for leaving the pina
coladas in the room. we have always on all other cruise lines had the room
steward clean out the glasses or remove them and leave fresh souvenier
glasses in thier place.
I under stand each cruise line is different but when we get poor service on
a cruise line that is suppose to represent the high standards that RCCL
claim to hold this trip fell WAY short.
never an apolgy was given to us must be w new thing to make the guest feel
they are wrong for complaining and that RCCL has nothing to apology for esp
since you already have our monies and the rest is just our bad luck.
I haved sailed 12 times in the past prior to
this cruise, My First time and probally last with RCCL.
my partner and I purchased this cruise for my mother and myself for my moms
Christmas gift.
we sailed on Feb 04, 2006 on the Enchantment of The Seas reservation Number
1195426.
I booked Directly thru RCCL and had nothing but trouble with making the
reservations. made the reservation over nighted the FULL amount of the
cruise which was received on a friday afternoon.
took til wednesday to be applied to my account when calling to be sure
payment was recieved after checking the deliveryu confirmation was told no
payment shown and they made it sound like I was lying about the delivery
information even after giving the supervisor the overnight delivery
information so she could check it herself.
recieved final payment reminder after payment sent and posted on my cruises
on your web site when called about this they stated they didnt recieve my
payment and the site was incorrect.after having to go thru the whole detail
again and giving them the delivery info they finally acknowledge the payment
paid in Full, no apology and lots of frazzeled nerves.
I took inside run of ship as I have done on my past 12 cruises and my mom on
her past 5 cruises. to my surprise recieved room assignment upon checking
web site several days later only recieving a 2 cat upgrade to a cat M 3513
while other cabin catagories where still available for sale thru out the
time prior to the cruise so run of ship was not really runof ship could of
booked that cat and paid the same amount so not really a saving. called
about it and was told cabins were assigned by the date of the payment being
recieved so the hold up on my payment could of resulted in a lower upgrade I
have never revieved less tahn a 4 cat upgrade and I understand thats the
chance you take with run of ship but with the starting problems I had with
the payment thought a higher cat uypgrade would of been a nice way to say we
are sorry for the mix up and please accept our appology which I NEVER
recieved a we sorry for the payment mix up.
I wasnt going to let this be a factor in our cruise since the purpose was to
enjoy time with my mother. Upon arrival to the Ship on the 4th of Feb and
entering our stateroom I found that the beds were placed together to form
one Queen size Bed. I figured this was a standard practice which was fine I
figured a call would take care of this. I called housekeeping and requested
that the beds me made up seperately upon returning the the room after the
muster drill we found the beds seperated as requested but with NO bed
spreads and already turned down for the night this being 5 pm or so .
the next day the beds were made in the morning but once again NO bed
Spreads, the glasses thet contained the remenants of the pina coladas in the
souvenier glasses were still in the bottom of the glasses and sitting onthe
dressing table in the room. that afternoon we finished a bag of chips we
purchased in FT Lauderdale and thew the bag in the trash can upon returning
to room after dinner and the show we noticed that the beds were truned down
but the chip bag was now on the floor by the trash can and not removed,
still NO bed spreads and the pina coladas still sitting in the glasses.
also noticed that in the hallway outside of our room remained two carts 24/7
which was NOT FOUND on other floors. one cart included rolls of toilet paper
kleenix boxes linen bags etc and the other cart covered with green canvas
which found out later conatined all the DIRTY Roomservice trays. at one
point the handle from this cart found its was onto the floor infront of our
door forcing others to walk over /around it housekeeping staff noticing it
and themselves walking over/around it.
by the 3rd day of the cruise and still NO bed spreads now a hlaf glass of
diet coke with lime from the night before still sitting on dressing table,
the Pina coladas still sitting on the tables with the addition of a flock of
fruit flies encircling it like vultures did I finally go to the Guest
relations desk to say something.
upon goiong to the Guest relations desk talking to a trainee called archie
or andrew and phillipean looking gentleman he said he would let house
keeping know. ( I finally found out that the person at guest relations NEVER
wrote down my concern via talking with customer service last week on the
phone and talking with JC) I was also asked by two members of the CD staff
(moose and Frank) how we were enjoying our cruise. I told him ok with the
exception of our cabin steward adn room. Moose stated he was heading for a
meeting with the head of Housekeeping took my room number and told me he
would adress it with him at the meeting. later that evening as my mother was
laying down in the room she asked me to get her a coke so I went to the
casino bar to grab her a coke. Upon returning to the room I noticed that
there was a gentleman from Housekeeping in the room talking to my mother
about the room. we told him about the lack of care given to the room the
fact that I found under the bed a coin from Belize which was from the prior
weeks cruise and the bed had been moved at least twice to put beds together
adn to seperate them again so no reason for coins to be under the bed if
cleaned properly.
we also stated to him that out of ALL the cruises we had been on this was
the First time we have never meet our cabin steward. he NEVER Introduced
himself to us the entire time of the cruise. I had to hunt him down on the
first day to hand him dry cleaning hoping he was our cabin steward went by
the picture in the cabin saw him in the halls often talking to another cabin
steward complaining about the people on the cruise his job the pay etc. they
stood in the middle of the hall way so a person had to ecuse himself to get
aropund them. upon excusing yourself to get aoround them was greated with a
grumble adn dirty look aswell as a disgusted sound as if we were
interuppting thier time. showing the gentleman the drinks glasses still
having liquids in tehm the fruit flies encircling the glasses . he stated he
would adress this with our cabin steward adn he would be sure to check back
with us prior to the end of the cruise to ensure all was taken care of.
well the glasses did get emptied and washed we did finally get bed spreads
but the one spread had a 6 inch slash in it as if a slasher flick was made
with it. very surprised for RCCL.
Unfornutly the room didnt get any better the string from the dry cleaners
remained on teh floor the entire time the Asst. Housekeeper NEVER returned
as promised and we still NEVER met the cabin steward but over heard him
talking about the assholes who complained about him in the hallway (NICE
TOUCH). made us feel real good.
my mother was going to book for the entire family which would of been 6
cabins a 7 night cruise on RCCL for christmas. upon the last night of the
cruise the cabin sittaution NEVER Being resolved she decided not to book
with RCCL and booked with NCL. we were also requested by my sister who is
partners in a marble company in Michigan who takes thiere sales staff and
crew between 15and 20 cabins on a trip or cruise yearly to check out RCL for
a cruise in 2007. after hearing our feedback from the cruise she has decided
not to give RCL the business if this is how people are treated.
the food in the dinning room was terrible the first night was the best but
even then the service and food poor. ordered two entree the server brought
BOTH meals to me at one time with NO LID thuis allowing the food to get cold
while I was eating my other entree adn allowing the item to dry out. this
practice was carried out through out the cruise finally had to ask the
server to leave the other entree covered while we ate our first meal so it
would stay half way warm. teh last night the table ordered the Onion Soup.
teh soup came out luke warm barely room temp sent the soup back the waitress
stated this is how the soup was given to her adn this is how she has to
serve it no apology or option for something else after that.
simply amazed on the poor quality of food after RCL was HIGHLY recommended
to us by past cruisers they were disappointed in hearing our bad experience
and was truly sorry.
I have already followed up witha call to parkwest at sea for the problems
with the art auctions which is usually a hilight of the trip and was
disappointed .
I filled out the comment card on the ship stated I wanted followup by RCCL
Directly nothing back from teh m so I called the customer service number
last week talked with JC told him the problems occured he gave a scripted
answer made it out to be that WE were being UNSANITARY for leaving the pina
coladas in the room. we have always on all other cruise lines had the room
steward clean out the glasses or remove them and leave fresh souvenier
glasses in thier place.
I under stand each cruise line is different but when we get poor service on
a cruise line that is suppose to represent the high standards that RCCL
claim to hold this trip fell WAY short.
never an apolgy was given to us must be w new thing to make the guest feel
they are wrong for complaining and that RCCL has nothing to apology for esp
since you already have our monies and the rest is just our bad luck.
