Select Reservations no longer respected

[toddnix]

We just returned from a week on the Eclipse.

This was our 4th Celebrity cruise plus 1 on Azamara.

 

We had used the Select dining in June 2010 on Infinity and enjoyed it, so we signed up for Select dining again on Eclipse.

 

At least a month before departure, I made reservations for 7:15 for all 7 nights of the cruise.

 

On the first night, we showed up for dinner and this is where the story turns ugly.

 

On Infinity, they had 2 lines for Select dining: 1 for those with reservations and 1 for walk-ups.

On Eclipse, they had only 1 line that took 10-20 minutes to process.

 

On Infinity, a reservation actually held a table for you and the Maitre D held the same table by the back window for us the whole week.

 

On Eclipse, everyone was treated as a walk up, a reservation meant nothing, and there was only a single Maitre D who was walking each group to their table, prolonging the agony. This same Maitre D seemed determined to deliver us to the worst tables in the back corner or next to the kitchen door each night.

 

The other issue with Select dining on Eclipse was the inconsistent service because of the variety of waiters we had throughout the week. Some were brilliant while other were tragic.

 

When we were on Infinity, we ended up having the same wait staff all week with great service, while still dining had the time we had selected and reserved.

 

I actually spoke to one of the head waiters about this and also went Guest Services to give some feedback on the negative impact this was having on our vacation.

 

I was told that

a) they could no longer hold a table for anyone

b) this was policy from Celebrity HQ.

 

I was also told that other guests had complained about this and the message had been sent up the ladder.

 

We've already decided that our next cruise will be on Azamara. However, if we do sail on Celebrity again, we will most likely revert back to traditional dining because of the terrible Select experience on Eclipse.

[ghstudio]

There was never an intention on Celebrity's part to hold a specific table for a reservation.....rather a reservation gave the individual priority if they came at the time of their reservation. Apparently, they blew the operation at the entrance because they should have had two lines....that should have been brought to the attention of the head of the hotel if no one solved the problem by day 2.

 

As far as reserving a table, you are expecting too much...there are many people to sit and holding a table just in case you show up at your assigned time would never work....unless of course you were willing to pay a "cover charge" if you didn't show....no excuses accepted.

 

I think you have only one problem....they didn't have and honor a reservations line. That's a problem that should have been addressed on board.....

 

For the record, we were on the equinox a couple of weeks ago and they had two lines and since we had reservations, we never had a wait of more than maybe 2 minutes.....and they knew that we didn't want to sit by the kitchen entrance and they made an effort to accomodate our wishes.

[PartyAllDaTyme]

Welcome to Cruise Critic!

 

I agree that you can request the same table and/or waitstaff every night, but the nature of Select dining is you take what's available. The flexibility of various dining times means that the assignment of waitstaff must be likewise flexible, as well, which means that the waiters won't automatically know your preferences from having served you the previous night(s). If your table's by the kitchen, that's part of the price you pay for being able to dine whenever you wish.

 

However, a reservation for a specific time should be honored. There, you have a legitimate beef.

[jagoffee]

Also, Welcome to Cruise Critic.

 

I am shocked that they did not have two lines as this as always been my experience. Basically it was on either side of the sign/entrance although there was only one check in desk. I understand why they cannot always give you the same table, but it seems very odd to me that they did not have two lines.

 

Was your complaint about the lack of a two lines? And they actually said that they are no longer paying any attention to reservations in any form? This was certainly not the case on our cruise in November.

[boogs]

Was it possible that there were actually two lines, but that everyone got into the same line without knowing they should be in separate lines? I see this all the time - two sales registers, but everyone queues in the same line instead of forming two lines.

[toddnix]

In fact a few folks who had reservations walked to the front to confirm that there was only 1 line.

 

To make matters worse, the single Maitre D would personally walk each group to their table rather than having assistants to do the escort.

 

My primary complaint is that reservations meant nothing - in fact when we arrived on the ship, we received a note confirming our reservations but noting that seating would be on a first-come/first-served basis.

 

I don't understand why they pretend to accept reservations at all?

[ghstudio]

It sounds like someone on the Eclipse needs to review Celebrity policy and procedures. We were on the Equinox at the exact same time and there were clearly two lines with multiple staff to show people to their table. This was an Eclipse staff problem and it should be brought to the attention of Celebrity HQ Customer Service in writing (not just a phone call).

[Kan't Wait]

We just returned from a week on the Eclipse.

This was our 4th Celebrity cruise plus 1 on Azamara.

 

We had used the Select dining in June 2010 on Infinity and enjoyed it, so we signed up for Select dining again on Eclipse.

 

At least a month before departure, I made reservations for 7:15 for all 7 nights of the cruise.

 

On the first night, we showed up for dinner and this is where the story turns ugly.

 

On Infinity, they had 2 lines for Select dining: 1 for those with reservations and 1 for walk-ups.

On Eclipse, they had only 1 line that took 10-20 minutes to process.

 

On Infinity, a reservation actually held a table for you and the Maitre D held the same table by the back window for us the whole week.

 

On Eclipse, everyone was treated as a walk up, a reservation meant nothing, and there was only a single Maitre D who was walking each group to their table, prolonging the agony. This same Maitre D seemed determined to deliver us to the worst tables in the back corner or next to the kitchen door each night.

 

The other issue with Select dining on Eclipse was the inconsistent service because of the variety of waiters we had throughout the week. Some were brilliant while other were tragic.

 

When we were on Infinity, we ended up having the same wait staff all week with great service, while still dining had the time we had selected and reserved.

 

I actually spoke to one of the head waiters about this and also went Guest Services to give some feedback on the negative impact this was having on our vacation.

 

I was told that

a) they could no longer hold a table for anyone

b) this was policy from Celebrity HQ.

 

I was also told that other guests had complained about this and the message had been sent up the ladder.

 

We've already decided that our next cruise will be on Azamara. However, if we do sail on Celebrity again, we will most likely revert back to traditional dining because of the terrible Select experience on Eclipse.

 

Select dining wasn't brought about to be traditional dining...sorry about your experience.