Royal Caribbean Complaint - Royal Caribbean Management Disaster
I recently got back from a 4 night cruise on your cruise ship “The Enchantment of the Seas”. We sailed out on the 10th of September and my partner and our friends from Texas were all excited and ready to begin a relaxing and fun-filled voyage. While we enjoyed the cruise as a whole (mainly due to one of your crew members) there were moments of extreme rudeness from managers, absurd comments (Once again from the management team) and aggravating inconsistencies from – once again, you guessed it – from managers. I don’t know if these managers didn’t care, or are not aware of how rude they sounded, or if they were just giving us what they believed we paid for, but whatever the reason, I for one was especially not happy with them and continued to be aggravated at times with them, even as we were debarking.
Problems for us began on Day One – we were assigned one table and then they moved us because there were guests still at our table when we arrived for the late seating at 8:30. The table was right off the kitchen and we got to see the parade of food and drinks go by on each night of our cruise – while we could have had the pleasure of looking down upon the rotunda area of the dining room and the Captain’s Table if we had our original table. But, we were there to have fun and did not complain, even when another of the Head Waiters tried to move us to the table we should have been in, where the next group of guests that should have been at our new table where now seated. They removed our bread and glasses and began having us move until…another head waiter said “No, they are staying here.” This Head Waiter/Dining Room Manager/Whoever Manager then took out his sharpie and changed our table number on our room keys on a permanent basis for the rest of the cruise …so we were then stuck at the kitchen table. This was fine and we didn’t complain. Service took forever that night – surprising because we were right next to the kitchen.
Day Two – problems really begin. We had an enjoyable day in Key West and were coming back to have lunch in the dining room. Hostess ([snip] – rude in a smiling nasty evil way) said one of our friends had a sleeveless shirt on (which it wasn’t – it was a shorter sleeved shirt, with hemmed sleeves, but was not a tank-top). Our friends decided to go eat in the Windjammer because they didn’t want to change, while my partner really wanted to eat in the dining room – so because of some arcane European rule, we did not get to eat lunch with our friends who we see if we are lucky once a year. Sad, sad, sad. Where was the customer service? Not in the dining room that day, and I didn’t even get what I ordered for lunch! Later that night, at the kitchen table, our Head Waiter was talking with us, and we mentioned about the lunch. He said that if we had problems getting into the dining room again, just tell the hostesses to call for him and he would take care of it. Guess what, we took him at his word and actually tried to get into the dining room for breakfast the next day – silly us…
Day Three – Breakfast. Same type of shirt (not a tank-top – not a sleeveless shirt, still no one seems to care). Ask for Head Waiter – says to follow him… Hostess ([snip] again of course) decides she will get Head Waiter in trouble (hence why you don’t hear me mention his name, since he was wonderful and was the only one at that point attempting to provide any form of guest service) and [snip] goes to her manager and we are denied breakfast in the dining room. The most upsetting part of this was the only time I was able to have a breakfast with Metal Building Company my friend from Texas who also happens to be my best friend from Grammar School, so we missed out on a special time because of an uptight hostess with a God Complex and an inconsistent rule. I saw women in tank-tops and women in bathing suits and any other assorted strapless tank-toppy things, but we were denied because, and here I must quote some manager who came from above “we are hairy men”. This Manager (assuming he was a manager, don’t really know) then told us to go to Guest Relations if we have a problem, which I did. This particular quote “hairy men” continued to be spoken out loud and expanded upon when we went to Guest Relations. I still haven’t had breakfast … up since 6:30 and still haven’t had breakfast at 9:00. Guest Relations can’t do anything – we are after all “hairy men” in shirts which are not tank-tops and not sleeveless, but anyways… Windjammer here we come… packed – no seats…. Back to Dining room with my partner, minus my best friend who decides to eat in his room. We are there at 9:35 – Dining room is closed and [snip] tells us she will not seat us (my partner and I both are in appropriate shirts). Back to Guest Relations where this aggravating comedy is about to get a star player – [snip] Torrez, Guest Relation’s Manager. Once again we are “hairy men” and can she get us room service (remember I still haven’t eaten). Food and Beverage Manager not available have a nice day, maybe you can talk to him later…. I’m on vacation, I give up! I finally do get breakfast once the whole ship leaves for Cozumel.
We are still on Day Three, and we hear that [snip] has maybe set up a meeting with the Food and Beverage Manager or maybe that the food and beverage manager will be available at 8:00 or something which is never quite communicated to me, but and this is a big but … who sets up meetings for someone on their vacation? If I want to attend a meeting, which I was not told about, I would stay home at work and have all the meetings in the world. I am not here for anyone to schedule a meeting for me, and besides we were at the Magic Show during the “meeting”. If [snip] or the Food and Beverage Manager really wanted to talk with us, why not show up at the kitchen table – they have to know what time we eat. Maybe they don’t know what table we are at… Odd Guest Service Manager was all I could think of… Dinner is uncomfortable because I didn’t know if the Head Waiter got in trouble or what.
Buffet Dinner that night on the pool deck – I get to talk with the Food and Beverage Manager – [snip]. We are now “sweaty and hairy men” and certainly I can understand that we don’t want to offend the ladies in the dining room – I feel as if he thinks I am a crew member after berating me for missing the meeting, which I had no idea was scheduled for me by your Guest Service Manager, [snip]. After attempting to get in some comments, I finally have had enough of this Manager talking at me, and I tell him that he was being rude and not bothering to listen to my problems whatsoever – I then tell him that I was upset about the arcane rule in the dining room and that even if this rule is in place, my friends who were kicked out twice from his dining room were in fact not wearing tank-tops, and that the daily compass said nothing about just men in tank-tops. Once again I was informed I could write my comments at the end of the cruise. I informed [snip] that I would not bother with that, but would write a letter to the corporate office in Miami. This news apparently did not sit well with [snip] because as I walked away, he called our Nameless Head Waiter over and berated him in full view of guests and myself on the Pool Deck! I could not believe this. This conversation with our Head Waiter and [snip] continued with guests around them and I just sat dumbfounded that a manager was treating crew members like this, especially since I had informed [snip] that there was nothing wrong with his staff (except for [snip]) but the issues I was having rested solely with the management. I guess he disagreed and instead of taking personal responsibility for his words and actions with me decided to blame a crew member and berate him in public, on the pool deck. Very sad. Very sad. I went upstairs and just wanted to get the cruise over with.
Day Four – I am blamed once again for missing a meeting this time by [snip], and of course this doesn’t sit well with me. I am on the phone with a Guest Service Manager who is blaming me for missing my meeting with the Food and Beverage Manager – [snip]. I guess no one told her that I was already talked to by [snip]…
In conclusion, because this could go on for pages and pages, I did not appreciate how the managers blamed me and my friends for the problems we had on the ship, I did not appreciate being talked to like a member of the crew, I did not appreciate meetings being scheduled for me – you come find me, I am the guest, and finally I did not appreciate the way the managers handled the crew members involved, especially since for the most part they were trying to be accommodating. I would not sail on “The Enchantment of the Seas” ever again and luckily Royal Caribbean has a wonderful crew member named Janet Facey who is the only reason I would sail with Royal Caribbean again. There are other cruise lines with better management staff, and maybe on those I will find a management staff that actually cares for not only their guests, but their crew as well.
And just a quick note to [snip], when you are saying goodbye to everyone at debarkation, it is not a good idea to say goodbye just to one member of a party and ignore the others, especially the one you set up a meeting for. You couldn’t remember my name – bad guest service and rude. Well, at least it set me up to go back to the reality of the real world – no, wait, the custom officers were actually nice and friendly and good at guest service.
Thanks for your time in reading this and I do apologize for the length, but someone needs to be aware of these guest relation nightmares and how they are dealing with guests and the crew on the ships.
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