thebts

Since one instance involves Oceania failing to enforce its own stated policy and the other does not, I don't have a problem with Oceania having a different response to the two situations.

 

Nevertheless, good business practice suggests that situations that are covered more by our social contract with one another than by actual regulations ought to be addressed, too. If the issue is one of peace and quiet outdoors, Oceania could offer the "injured" party unlimited access to the private Spa Terrace. Even if the remedy offered by Oceania doesn't directly solve the problem, simply doing something can go a long way in calming anger.

 

People want to feel valued. When you can purchase the same brand of clothes at a half dozen different stores, there's a reason sales people write thank you notes to customers after purchases. There's a reason why stores hold "Friends and Family" sale events. (The discount isn't necessarily bigger than the discounts at public sales throughout the year.) There's a reason why Time Warner is willing to discount the existing rate when we return from our snowbird place and re-activate our internet and television account. Little things build customer loyalty.

Clearly customer loyalty is not a priority for Oceania. And neither is the safety of its passengers who are permitted to smoke on balconies without fear of getting caught. It seems they will only take positive action after a fire results from careless smoking. Until then, passengers beware.

Call me what you will, I am indeed a zealot when it comes to smokers breaking the rules. While they have every right to smoke within the set rules, guidelines and laws which are now commonplace in the USA and other developed countries, they DO NOT HAVE THE RIGHT to pollute my lungs. My mother had COPD, my children are asthmatic, and I am highly allergic to smoke, toxins and pollutants. I have a right to live and your addiction does not trump that. This is not political and I can be your friend. But YOU must respect my lungs!

 

If I choose to travel to a country that is predominantly a smoking culture, I must take my chances. But, when it is clearly a case of feeling that WE "non-smokers" are "zealots" who need a dose of " in your face," then I will fight you tooth and nail, relentlessly until MY rights to breathe fresh air are victorious. I would not have put up with a smoker anywhere in my vicinity, and I would have been so in the face of management, corporate or not, until they took responsibility for my comfort and safety that I would have to be dragged off the ship kicking and screaming for justice! And, then, I would sue!

 

Listen up, O, do not let your staff get away with so many instances of neglect to follow through with your own safety regulations! This is now in print and you make yourself liable for huge losses should there be one fire onboard due to a smoker who was reported and NOTHING was done!

Excellent point. In fact we reported smoke wafting onto our balcony for 4 days before anything was done. Oh yes, they came to the cabin, smelled the smoke, made promises to find the culprit and get it stopped but they were just empty promises. By that point our vacation was ruined.

There are two parts to the OP's problem: the smoker's behavior and the OP"s loss of enjoyment of their balcony.

 

You're right that nothing could be done about the mystery smoker. However, the list of what could be done for the OP is so long, I'm surprised by your post. At minimal cost, Oceania could have ...

... sent a bottle of champagne to their new stateroom or to dinner one or more nights.

... arranged for an extra one or two reservations in one of the specialty restaurants.

... included the OP's stateroom in the list of rooms that get nightly hors d'ouevres.

... if the OP purchased internet use, sweeten the deal or simply offer internet use.

 

Notice, everything I've listed has minimal impact on Oceania's bottom line. I purposely didn't mention spa treatments or excursions since Oceania is only an agent for the actual provider. I just looked at the Toscanna wine list. Schramsberg Mirabelle Brut costs about $35 retail and Montaudon Brut costs $38 retail. Even those numbers are probably more than Oceania has to pay for those bottles. So, for a cost of less than $50 -- or even less if we're talking about things like extra specialty reservations -- Oceania showed a remarkable lack of imagination and empathy.

 

Some cruisers would have been satisfied simply to have the smoke problem go away with a change of cabin. But the OP communicated in real time that he/she was still unhappy. This detail is important. The timing should have allowed to Oceania to respond to customer dissatisfaction. Now, Oceania has a situation -- not the actual smoke but the aftermath of the cabin change -- where they allowed a customer to slip away and in a very public way.

 

In this day of the internet and social media, things that happen to one person get transmitted to a much, much larger audience than ever before.

 

One additional thing bothers me. Mr Jason Montague has been a role model for how management should handle problems. Our board was filled with distress over the new e-cigarette policy and he responded in a timely and ultimately satisfying way to many of us who wrote him. Between the OP's anecdote and the post about the 32-day Grand Voyage problem, there's a clear disconnect in the way upper management seems to want to handle problems and the way management on each ship seems to handle problems.

You make excellent points. The loss of the balcony for half the cruise and inconvenience associated with moving cabins should have been compensated at the time in the manner you suggested. It wasn't. I wrote a letter upon return home to Oceania requesting compensation, expecting perhaps a future cruise credit which is common in the industry. It was refused. And in their response they stated that they hoped we would return on a future sailing. Not a chance! I am still seething at their lack of customer focus and seeming indifference.

My point is that since we lost the use of the balcony for half the cruise due to some idiot smoking on nearby balcony and forcing us inside, we ought to be compensated in some way. Thanks Oceania. You lost a future customer by your lack of empathy.

NO

 

They will usually help you move cabins so not sure what you want compensation for??

Lucky they had a cabin to move you to

 

JMO

We expect to be compensated for the loss of use of our balcony for half the cruise.

We were on Riviera recently and experienced someone on an adjacent balcony smoking. We never did figure out what balcony it came from and nor did the security officers nor cabin staff discover the culprit either. Suffice to say it was a terrible experience to open the sliding doors intending for a leisurely time on the balcony only to have to come inside again. After several days of this we were moved to the other side of the ship. What a hassle! Repack and unpack for a second time.

My question, do you think Oceania should have compensated us? (they refused)

I was told that Carnival sails at 100% occupancy every sailing. Is that true and if not, do they basically give unsold cabins away at the last minute?

The Westerdam also needs lots of TLC so wouldn't be surprised if it gets sold soon or has a major refit. I actually enjoyed the Dancing with the Stars routine but would have preferred the variety talent show. Too bad the crew talent show was on really late at night.

We haven't travelled by train in Europe except for the time we took the high speed train TGV to begin our Camino de Santiago pilgrimage in the south of France. And we had only small backpacks to lug around! Good luck in Europe this year.

We hit lucky on Breeze. The day after we booked the price shot up again. We generally buy the lowest available category and hope for an upgrade which is what happened on Breeze. So no complaints whatsoever. By the way, how did you enjoy the QM2 Transatlantic? We are looking at a May 2015 Transatlantic sailing on the QM2.

So tell me how the date the ships were built, their respective tonnages and passenger capacities relate to the quality of food, service and entertainment.

To be clear on pricing:

Carnival Breeze 8 days $219

HAL Westerdam 7 days $699

Both sailing were in inside cabins and booked directly with Carnival and HAL. I feel you generally get the best price from the cruise line rather than a TA but I could be wrong.

Well said Hank!

After a week on HAL Westerdam followed by a week on Carnival Breeze, I know which gave me the best bang for my vacation buck. And at 3 times the price of the Breeze, Westerdam was a disappointment.

It was the Atlas that we sailed on, not the Triton. Not sure what happened to the Atlas either.

We too sailed on the Atlas out of Santa Domingo in 1985. It was 8 ports in 7 days and we had a blast for about $700 incl flight and taxes. The ship was a rust bucket but who cared. We got a flavour of the Caribbean and cruising in general. Those were the days my friend. You never forget your first cruise.

I remember the Atlas too. We sailed on it out of Santa Domingo on a 7 night, 8 day cruise operated by Regent Holidays, Toronto. It was our first cruise. Wonder what ever became of the Atlas?

Many thanks for your help. Sure brings back memories.

Last time I checked....Staten Island ferry was free. But when I get a repositioning cruise for $6/day I'll take it

You are correct. We sailed on Westerdam out of Fort Lauderdale, not Miami. My mistake. We got off the Westerdam in Fort Lauderdale, drove down to Miami and got on the Breeze.

Thanks! I'll check that out.

We sailed on this in the Caribbean in 1986 for our 10th anniversary. It was 8 ports in 7 days and got us hooked on cruising. Who knows where it is 29 years later?

You will love the Breeze I am sure. Guys Burger Joint is amazing in comparison to the Westerdam specialty burger cafe where they make you wait with a beeper for 20 mins (or in one case, actually forgot to recall us) and then gave me cold food. Unbelievable.

Skyauction works a charm...

Right place, right time, right price.

Westerdam out of Miami?

Yes. The ship really needs seeing a dry dock soon. Corrosion is evident in many areas of the ship and simply a product of its environment.