Response from Goldstien's office re suite perk denied

[39august]

We were denied complimentary luggage valet on Indy last month by both the concierge and two people at Guest Relations. I was concerned that the proper personnel get the necessary training per suite perks, so I sent an e-mail to A. Goldstien. I got an e-mail a couple of days later that this was being looked into and I would receive a call later. I just spoke with a young woman named Flavia who thanked me for advising of this error. She had spoken with Gueat Services manager on Indy about this situation ,and he assured her that he would follow up with his staff. The concierge would also be notified, tho' the one who refused this perk is now on vacation, but at least the new concierge should know about this. Flavia ended the call by advising she was issuing a certificate for $100 OBC, tho' I told her I was not looking to be given anything. I just wanted staff to be educated. She insisted that RCI wanted me to have it. So, all's well that ends well.

[Big_G]

We were denied complimentary luggage valet on Indy last month by both the concierge and two people at Guest Relations. I was concerned that the proper personnel get the necessary training per suite perks, so I sent an e-mail to A. Goldstien. I got an e-mail a couple of days later that this was being looked into and I would receive a call later. I just spoke with a young woman named Flavia who thanked me for advising of this error. She had spoken with Gueat Services manager on Indy about this situation ,and he assured her that he would follow up with his staff. The concierge would also be notified, tho' the one who refused this perk is now on vacation, but at least the new concierge should know about this. Flavia ended the call by advising she was issuing a certificate for $100 OBC, tho' I told her I was not looking to be given anything. I just wanted staff to be educated. She insisted that RCI wanted me to have it. So, all's well that ends well.

 

What was the reason given for denying it?

[cruisenfever]

What was the reason given for denying it?

Suite Guests and PC Members receive Complimentary Luggage Valet where offered as one of their Gold Card Perks. It appears that the word hasn't gotten out to those who should know.

 

We were also questioned on Freedom by the Concierge, until I pulled out the letter we received from Betsy O'Rourke listing all of our new PC benefits.:D

 

Willie made a copy and appreciated the update.

[leaveitallbehind]

Sounds like a training issue. However there are also a couple of airlines who do not participate in this. (American / Continental / Air Tran / USAir / Delta / Jet Blue / United / Southwest are the ones at FLL that are included). Additionally it is not available on flights departing prior to 11:30 AM out of FLL. Could any of this be the cause?

 

In any case, the OBC is very nice and glad to see RCI responded favorably.

[amster65]

Good thing I never had to worry about "Suite Perks" they dont have to many perks in steerage.:D

[39august]

Definitely was ignorance on RCI staff's part. We were flying American out of Ft. Lauderdale. The RCI staff insisted that we were to be charged the usual $20 pp on our Seapass account if we signed up for this. I just told them to forget it, tho' I did advise the concierge and guest services staff that this is listed on the RCI website.

[grand isle joe]

OFF WITH THEIR HEADS!!!!!!.....all of them.....:cool:

[cruisenfever]

Definitely was ignorance on RCI staff's part. We were flying American out of Ft. Lauderdale. The RCI staff insisted that we were to be charged the usual $20 pp on our Seapass account if we signed up for this. I just told them to forget it, tho' I did advise the concierge and guest services staff that this is listed on the RCI website.

A Big Thank You from the "rest of us".:D

 

Just a note, but next time you use this service, you may see Luggage Valet charges on your SeaPass account the night prior to debarkation.........but then you will see the credits on the new SeaPass account the following morning. It's called "checks and balances".

[BecciBoo]

Suite Guests and PC Members receive Complimentary Luggage Valet where offered as one of their Gold Card Perks. It appears that the word hasn't gotten out to those who should know.

 

We were also questioned on Freedom by the Concierge, until I pulled out the letter we received from Betsy O'Rourke listing all of our new PC benefits.:D

 

Willie made a copy and appreciated the update.

 

Patti: I've always said they should be paying you commission....;)

[leaveitallbehind]

Definitely was ignorance on RCI staff's part. We were flying American out of Ft. Lauderdale. The RCI staff insisted that we were to be charged the usual $20 pp on our Seapass account if we signed up for this. I just told them to forget it, tho' I did advise the concierge and guest services staff that this is listed on the RCI website.

 

That was my first thought as indicated. Just wanted to be sure you didn't fall into one of the loopholes. BTW on Oasis last May we recieved a letter on baord offering the service as a suite perk but had a flight leaving at 9:50 AM so we couldn't participate because it was too early. But some ships do have the right information.

[cruisenfever]

Patti: I've always said they should be paying you commission....;)

LOL I always come prepared!!!:D

[phish tales]

Suite Guests and PC Members receive Complimentary Luggage Valet where offered as one of their Gold Card Perks. It appears that the word hasn't gotten out to those who should know.

 

We were also questioned on Freedom by the Concierge, until I pulled out the letter we received from Betsy O'Rourke listing all of our new PC benefits.:D

 

Willie made a copy and appreciated the update.

 

cruisenfever, are you sure about "Suite Guests and PC Members receive Complimentary Luggage Valet where offered as one of their Gold Card Perks."

i just got off the phone with corporate about this perk and they had to research and call me back. well they called me back 15 mins. later and said "after talking to 4 different decks and supervisors,this is not a total gold card perk, only suite guests in grand and above get this perk. not pinnacle. i sure wish you were correct. if you have any written documentation let me know. thank you.

[critterchick]

cruisenfever, are you sure about "Suite Guests and PC Members receive Complimentary Luggage Valet where offered as one of their Gold Card Perks."

i just got off the phone with corporate about this perk and they had to research and call me back. well they called me back 15 mins. later and said "after talking to 4 different decks and supervisors,this is not a total gold card perk, only suite guests in grand and above get this perk. not pinnacle. i sure wish you were correct. if you have any written documentation let me know. thank you.

 

It was added to the Pinnacle Club benefits in November 2011. The letter that Patti is referencing was sent out to some Pinnacles in an email then. We didn't get it but a fellow Pinnacle was kind enough to share it with me. Guess I should have saved it.

[RoyalDiamond]

Sounds like the same concierge that we had "issues" with on Indy in December. He needs to educate himself about Royal's policies and procedures, as he is not up to date on everything. He really is not our favorite concierge...(least favorite, actually).

[Yellowfurbaby]

Good thing I never had to worry about "Suite Perks" they dont have to many perks in steerage.:D

 

I thought that when I read it too :D however I'm quite happy in steerage with the rats ;)

[lady_cruiser]

..........Flavia ended the call by advising she was issuing a certificate for $100 OBC, tho' I told her I was not looking to be given anything. I just wanted staff to be educated. She insisted that RCI wanted me to have it. So, all's well that ends well.

How very mature of you. You sound like the type of person who is a great role model to your children/grandchildren. Congratulations.

[cruisenfever]

cruisenfever, are you sure about "Suite Guests and PC Members receive Complimentary Luggage Valet where offered as one of their Gold Card Perks."

i just got off the phone with corporate about this perk and they had to research and call me back. well they called me back 15 mins. later and said "after talking to 4 different decks and supervisors,this is not a total gold card perk, only suite guests in grand and above get this perk. not pinnacle. i sure wish you were correct. if you have any written documentation let me know. thank you.

Please see copy of email below. I really, really try to never post anything that I can't back up in black & white!!

 

We also get the little button to order our luggage tags once our edocs have been issued:D

It was added to the Pinnacle Club benefits in November 2011. The letter that Patti is referencing was sent out to some Pinnacles in an email then. We didn't get it but a fellow Pinnacle was kind enough to share it with me. Guess I should have saved it.

Just for you............

 

From: From the Desk of Betsy O'Rourke

Sent: Friday, November 11, 2011 12:01 AM

 

Dear (Your name here ),

 

On more than one occasion in the past months since we launched the Pinnacle Club, I have been asked why the Gold SeaPass card is for Suites only. I am pleased to announce that after careful analysis and consideration, for cruises beginning on or after November 19th, Pinnacle Club members will receive Gold SeaPass cards - even those of you not sailing in a Suite. With this Gold SeaPass card you will now enjoy a few more benefits, including:

 

• Priority tender on select cruises
  
• VIP pool deck seating where available
  
• Private seating for breakfast and lunch in specialty restaurants on Voyager and Freedom class ships
  
• Mattel board games available to order from the Concierge
  
• Access to Labadee Cabanas+
  
• Personalized Port & Shopping Guide referrals
  
• Complimentary luggage valet and onboard checking service with select airlines*
  
• Personalized departure escort when visiting our ports-of-call**
  
• Complimentary pressing service on formal night***
  
• I hope you share my enthusiasm for this change. I look forward to seeing you onboard again soon. Happy sailing!
  

[setsail]

Definitely was ignorance on RCI staff's part. We were flying American out of Ft. Lauderdale. The RCI staff insisted that we were to be charged the usual $20 pp on our Seapass account if we signed up for this. I just told them to forget it, tho' I did advise the concierge and guest services staff that this is listed on the RCI website.

 

We were denied LV also on Indy back in Dec. , but it was for a perfectly valid reason. I will add that we talked to the ships officer in charge at GS over this.

 

1- the ship had been in Europe for years. LV not offered

2- none of the GS staff even knew what it was when we tried to pay for LV

3- the training for LV had not started yet because the logistics for the ship and pier 29 had not been worked out yet by shore personal, something that is completly out of the ships control, after all the ship just came back.

4- we were told the training would start as soon as the logistics were complete, maybe near the later part of the month

5- I can certainly understand the DC or the CL C not being aware of this policy as there only seemed to be 1 or 2 people who did.

6- we just did our luggage the old way, saved 40$, it was very smooth, one of the best debarked we have had.

[phish tales]

Please see copy of email below. I really, really try to never post anything that I can't back up in black & white!!

 

We also get the little button to order our luggage tags once our edocs have been issued:D

 

Just for you............

 

From: From the Desk of Betsy O'Rourke

Sent: Friday, November 11, 2011 12:01 AM

 

Dear (Your name here ),

 

On more than one occasion in the past months since we launched the Pinnacle Club, I have been asked why the Gold SeaPass card is for Suites only. I am pleased to announce that after careful analysis and consideration, for cruises beginning on or after November 19th, Pinnacle Club members will receive Gold SeaPass cards - even those of you not sailing in a Suite. With this Gold SeaPass card you will now enjoy a few more benefits, including:

 

• Priority tender on select cruises
  
• VIP pool deck seating where available
  
• Private seating for breakfast and lunch in specialty restaurants on Voyager and Freedom class ships
  
• Mattel board games available to order from the Concierge
  
• Access to Labadee Cabanas+
  
• Personalized Port & Shopping Guide referrals
  
• Complimentary luggage valet and onboard checking service with select airlines*
  
• Personalized departure escort when visiting our ports-of-call**
  
• Complimentary pressing service on formal night***
  
• I hope you share my enthusiasm for this change. I look forward to seeing you onboard again soon. Happy sailing!
  

 

thank you very much for sharing a copy of the e-mail. i copied it and printed myself a take along copy.

 

as a fellow pinnacle member, i appreciate your help.

[cruisenfever]

Maybe Corporate needs a copy of this!!:(

 

Here is the entire email that was sent to Pinnacle Club Members. Seems I cut the footnotes off.....

 

From: From the Desk of Betsy O'Rourke

Sent: Friday, November 11, 2011 12:01 AM

To:

Subject: New Pinnacle Club benefit.

 

Dear (Your name here - ),

 

On more than one occasion in the past months since we launched the Pinnacle Club, I have been asked why the Gold SeaPass card is for Suites only. I am pleased to announce that after careful analysis and consideration, for cruises beginning on or after November 19th, Pinnacle Club members will receive Gold SeaPass cards - even those of you not sailing in a Suite. With this Gold SeaPass card you will now enjoy a few more benefits, including:

 

• Priority tender on select cruises
  
• VIP pool deck seating where available
  
• Private seating for breakfast and lunch in specialty restaurants on Voyager and Freedom class ships
  
• Mattel board games available to order from the Concierge
  
• Access to Labadee Cabanas+
  
• Personalized Port & Shopping Guide referrals
  
• Complimentary luggage valet and onboard checking service with select airlines*
  
• Personalized departure escort when visiting our ports-of-call**
  
• Complimentary pressing service on formal night***
  
• I hope you share my enthusiasm for this change. I look forward to seeing you onboard again soon. Happy sailing!
  

Warm regards,

 

Betsy O'Rourke

Senior Vice President

Marketing Royal Caribbean International

 

* Only ship fees are waived - this is available in select port and with select airline carriers .

**Available for tendering ports only. Guests will be escorted off the ship only. This isn't available all the time and up to the discretion of the concierge.

***Only Formal Wear outfit will be pressed for Formal night only.

+ Rental Fee applies

[cruisenfever]

thank you very much for sharing a copy of the e-mail. i copied it and printed myself a take along copy.

 

as a fellow pinnacle member, i appreciate your help.

You're welcome. See Post #20 as it is the complete email sent out.

[cruiseguy456]

I thought that when I read it too :D however I'm quite happy in steerage with the rats ;)

 

 

Let's see my luggage gets little tags, that I put on the handles, get placed on racks prior to boarding, and end up outside my door. The reverse happens when I leave the ship; so what does the "Luggage Valet" assist me???:confused:

[jmf123]

Let's see my luggage gets little tags, that I put on the handles, get placed on racks prior to boarding, and end up outside my door. The reverse happens when I leave the ship; so what does the "Luggage Valet" assist me???:confused:

 

From Royal Caribbean's website: Luggage Valet is a service offered onboard which enables guests to bypass traditional airport check-ins. Guest who participate will be processed onboard the ship and receive their airline boarding passes, luggage tags as well as baggage claim checks for their checked-in luggage.

[39august]

Luggage valet means you put your luggage out on your last night, and you don't see it again until you arrive at your final destination. No picking up at the pier, no toting to the airport, no airport check-in.

[cruisenfever]

Luggage valet means you put your luggage out on your last night, and you don't see it again until you arrive at your final destination. No picking up at the pier, no toting to the airport, no airport check-in.

Plus, you get your boarding passes printed so that all you have to do is go directly to the TSA line.