Royal Caribbean Complaint - No Service Recovery on Royal Caribbean
Avoid Royal Caribbean if you expect any service recovery after a bad cruise. RCCL is not a bad cruise line, at least in our first 14 cruises with them. But our 15th cruise was a disaster: On arrival, our bathroom was flooded and our cabin attendant had no clue as to his responsibilities (soiled robes, no amenities for our “diamond” status, no pool towels, no ice, and finally he hid the appraisal form at the end of the cruise, thinking that if we found it he would not get good marks!).
The casino charges 3% even before you make your first bet. Any experienced player recognizes that the casino has a huge % advantage in normal play.... adding 3% to that is absurd (NCL, for instance, has no such charge). For four prior cruises, we were seated at a table for four in the dining room, despite our requests for a 6 or 8 person table. We did not complain... but on this cruise, we did ask for a larger table and the head waiter was not helpful.. in fact borderline annoying. The clincher was that the other two guests scheduled for our table never arrived... so we ate alone for seven nights.
When I returned home, I sent a careful letter of dissatisfaction to the executive section of customer service at RCCL. I received three phone calls from a very slick and sophisticated customer service rep... one of their best I am sure. She told me that, after 14 cruises with them (no complaints), compensation to us was two restrictive certificates in the amount of $52.00 each.. $104.00 total! I could not believe after spending tens of thousands of dollars with RCCL their response as service recovery for one really bad cruise was $104.00!!!!
I challenged that as not being a proportional response, common in the industry, and the customer service representative blew me off... well, what she really said was that she would buy me a bottle of wine on my next RCCL cruise.
Goodbye, RCCL.... every bit of good that you did on our many cruises with you has been destroyed by a lack of service recovery... NCL is going to benefit from your decision...just booked two cruises with them.