Service Issues on Reflection

[SusieV]

I've only got a few minutes since I'm using the ship internet, but I just wanted to make a quick post and comment at how different we are finding Reflection from any of our previous cruises, and it's been very disappointing. We have never encountered such indifferent at best or downright rude service on any Celebrity ship and a lack of caring at correcting the issues when they were raised to the appropriate personnel.

 

We have met some outstanding staff- notably Jordan, the LCG maitre d' who we met on Silhouette, and Eduardo, a GR staff member who personally had my husband's tuxedo repaired and pressed in time for formal night when we inquired how to get a button repaired.

 

Unfortunately it seems that the rest of the staff we have encountered have simply been doing the minimum or less. A bartender was rude to my husband when he ordered a drink from the menu that the bartender clearly did not recognize (asking him whether he wanted his Pyrat Alexander as a shot or on the rocks or frozen, then snapping at my husband of course he knew what it was when my husband said he wanted the one on the menu, clearly depicted as a frozen drink). A poker dealer was abrupt and unfriendly to both of us but I don't want to detail the incident now. We had dinner on night one at Murano and there was little to no interaction with the staff, which again was out of character with what we've grown to expect. My husband commented that he would not be surprised if they don't even recognize we dined there already when we go tonight. We've only seen our stateroom attendant once, and our minor requests (more hangers, please remove the CC champagne) were not dealt with until we asked the housekeeping supervisor.

 

It's just been disappointing to wait and anticipate a cruise for so long and then find that things are nowhere near what they were only a year ago. Hopefully things will improve because at this point we are not interested in cruising Reflection again.

[Orator]

I've only got a few minutes since I'm using the ship internet, but I just wanted to make a quick post and comment at how different we are finding Reflection from any of our previous cruises, and it's been very disappointing. We have never encountered such indifferent at best or downright rude service on any Celebrity ship and a lack of caring at correcting the issues when they were raised to the appropriate personnel.

 

We have met some outstanding staff- notably Jordan, the LCG maitre d' who we met on Silhouette, and Eduardo, a GR staff member who personally had my husband's tuxedo repaired and pressed in time for formal night when we inquired how to get a button repaired.

 

Unfortunately it seems that the rest of the staff we have encountered have simply been doing the minimum or less. A bartender was rude to my husband when he ordered a drink from the menu that the bartender clearly did not recognize (asking him whether he wanted his Pyrat Alexander as a shot or on the rocks or frozen, then snapping at my husband of course he knew what it was when my husband said he wanted the one on the menu, clearly depicted as a frozen drink). A poker dealer was abrupt and unfriendly to both of us but I don't want to detail the incident now. We had dinner on night one at Murano and there was little to no interaction with the staff, which again was out of character with what we've grown to expect. My husband commented that he would not be surprised if they don't even recognize we dined there already when we go tonight. We've only seen our stateroom attendant once, and our minor requests (more hangers, please remove the CC champagne) were not dealt with until we asked the housekeeping supervisor.

 

It's just been disappointing to wait and anticipate a cruise for so long and then find that things are nowhere near what they were only a year ago. Hopefully things will improve because at this point we are not interested in cruising Reflection again.

 

Speak to Carlos about any F & B problems.He's great! Sue Richardson is the HD and always willing to listen. I was on Reflection for the January 26th and Feb.2nd cruises and they were among the best cruises I've ever taken.

[Wine-O]

Hope the rest of your cruise goes better.

[shoreham01]

Eduardo was on GR when we were on the Eclipse in June last year. If it is the same Eduardo he is a darling and so helpful. Please tell him Suzanne and Alan send their love to him - we complained about the muster drill being held in the over crowded photo area and he was so helpful listening to our problems.

 

Hope the service improves for you and you enjoy the rest of your holiday.

[Gracie115]

Jordan is THE best at the Lawn Club Grill...hope the rest of your cruise goes better...don't let a few bad moments ruin the whole trip.....we tired of Murano's a few cruises back and found Tuscan Grill and especially The Lawn Club a much more fun, interesting and memorable experience...

[north49th]

Wow, sorry to hear you're having issues. We just got off the Reflection this past Saturday and did not encounter anything remotely close to your experience, everyone we dealt with was professional and eager to serve. Our cabin stewards were great.

 

We were in AQ so ate in Blu. We did talk to one person who was in the MDR and was not happy with their experience. They had different staff assigned to their table each night and long disorganized waits for courses. They didn't mention rude attitudes though.

 

We frequented numerous bars throughout the ship and were always treated well. We learned last year on the Eclipse that the Casino bar was a place to avoid. The contracted casino staff seemed to be there against their will and miserable.

 

I hope your issues get addressed.

[islandchick]

Sorry you are having so many issues. We were on Reflection in December and the service was phenomenal and we frequented many different bars and dining venues. I hope your experience gets better as your cruise continues.

[Bundles917]

I can't seem to find my Guest Services name tag...

 

Complaining to anonymous posters on land will not solve the problem. It's just passive aggressive behavior. Possibly the OP posts here thinking the Celebrity home office will notice? Doubtful.

[miched]

Hopefully you get them back in line. We will be on that ship in another week.

 

Crack that whip a little harder. :D

 

Sounds like your having a rough time and not enjoying your cruise because of a few things that don't meet your expectations. Most of it seems rather trivial to me but apparently it is enough to upset you.

 

Having vented your frustrations come back to tomorrow and read what you are upset about and hopefully you will be able to laugh about it and enjoy the rest of the cruise.

 

Take a hint to solve one of your problems. If you don't want the CC wine put it in the waste basket or make a new friend with someone by giving it to them.

 

.

[FortyNinerLiz]

Speak to Carlos about any F & B problems.He's great! Sue Richardson is the HD and always willing to listen. I was on Reflection for the January 26th and Feb.2nd cruises and they were among the best cruises I've ever taken.

 

Also, look for Mildred in the Tuscan Grill. She knows everyone!!!!! She will help you!!! Please keep us posted on what happens!!!

[Cruise Junky]

Wow, can't believe the attitude Susie is getting. She's a pretty die hard Celebrity fan and I for one completely appreciate her taking the time to tell us about issues on her cruise. Reflection is the newest in the fleet, she should be shining

[Wine-O]

Wow, can't believe the attitude Susie is getting. She's a pretty die hard Celebrity fan and I for one completely appreciate her taking the time to tell us about issues on her cruise. Reflection is the newest in the fleet, she should be shining

 

Attitude? :confused:

 

I would have called the stateroom attendant on the telephone and told him/her to get that freaking crappy champagne out of my stateroom and to bring me some more hangers as I requested.

 

What's wrong with that. Maybe the attendant needed a little tweaking. :rolleyes:

[Cruise Junky]

Attitude? :confused:

 

I would have called the stateroom attendant on the telephone and told him/her to get that freaking crappy champagne out of my stateroom and to bring me some more hangers as I requested.

 

What's wrong with that. Maybe the attendant needed a little tweaking. :rolleyes:

 

Yeah Attitude! You shouldn't have to keep asking nor should you have to escalate it. Susie is used to a standard on Celebrity and she's finding it lacking on Reflection. Nothing wrong with coming here and sharing that.

[librarylady19]

As has been stated many times, experiences vary on the same cruise even for different people. We all have different expectations and different responses to situations that occur.

 

I did not expect staff to remember me one day to the next (But certainly did appreciate it from our wonderful waitstaff in Blu).

Rudeness is not acceptable - that should have been reported to the HD. Ss much as I clearly loved reflection I do think that many of the bartenders could use lessons in both basic drink preparation and customer service.

 

I would not beat up Susie though. I'm sure she expected her cruise to be perfect....not always so.I wouldn't be ready to declare the cruise ruined and the ship a disaster though.

[Bundles917]

Wow, can't believe the attitude Susie is getting. She's a pretty die hard Celebrity fan and I for one completely appreciate her taking the time to tell us about issues on her cruise. Reflection is the newest in the fleet, she should be shining

 

She was shining when I sailed on her in January. And so was the staff.

 

Different expectations... different reactions...

[Cruise Junky]

She was shining when I sailed on her in January. And so was the staff.

 

Different expectations... different reactions...

 

How about different sail dates and different staff rather than dismissing her as being trivial?

[Wine-O]

Yeah Attitude! You shouldn't have to keep asking nor should you have to escalate it. Susie is used to a standard on Celebrity and she's finding it lacking on Reflection. Nothing wrong with coming here and sharing that.

 

Yeah, but to me those incidents are "much ado about nothing."

[icemanoneaatl]

So many things at play - wouldn't be surprised if staff are experiencing the "newness" wearing off - customers can definitely be pains but the industry is a service, customer is right industry- but, systems must be in place to support staff in reacting/always supplying superior service. Reflection being new, may not have systems in place, tested and proven for this- yet.

 

Could just be an off day, or week- I know I've had my share.

[rigldbrg]

My wife and I just got off of Reflection on Saturday and found the service to be quite good. I did have a few minor issues, but nothing like what the op is experiencing. Sorry to hear that the poor service is affecting your cruise. Hopefully it will turn around. Imtotallybagree about Jordan at LCG and Regulus was an exceptional waiter.

[TxnAquarian]

Sorry to hear that you're disappointed in the staff on this ship. We were on the Reflection inaugural back in October and found the staff to be uniformly wonderful, with the exception of a bartender at the Molecular Bar. Just remember, with a staff as big as these ships have, you are bound to find some bad apples. Try not to let it sour your wonderful cruise. Even great employees can vary from cruise to cruise - they are only human. You rave about Jordan, the LCG Maitre'd and we found him rude and obnoxious on the Summit last summer....we saw him again on Reflection and avoided him. Feel fortunate that you get to be on a cruise and make the best of it, focusing on the staff who really excel.

 

 

 

 

Michael

[librarylady19]

Sorry to hear that you're disappointed in the staff on this ship. We were on the Reflection inaugural back in October and found the staff to be uniformly wonderful, with the exception of a bartender at the Molecular Bar. Just remember, with a staff as big as these ships have, you are bound to find some bad apples. Try not to let it sour your wonderful cruise. Even great employees can vary from cruise to cruise - they are only human. You rave about Jordan, the LCG Maitre'd and we found him rude and obnoxious on the Summit last summer....we saw him again on Reflection and avoided him. Feel fortunate that you get to be on a cruise and make the best of it, focusing on the staff who really excel.

 

Great comment. I was not impressed with Jordan - he was just ok, nothing to rave about - yet the OP was gushing about him. Again - different expectations, different experience.

 

let's not dismiss the shining star of the Celebrity fleet so quickly.

[dln929]

I've only got a few minutes since I'm using the ship internet, but I just wanted to make a quick post and comment at how different we are finding Reflection from any of our previous cruises, and it's been very disappointing. We have never encountered such indifferent at best or downright rude service on any Celebrity ship and a lack of caring at correcting the issues when they were raised to the appropriate personnel.

 

We have met some outstanding staff- notably Jordan, the LCG maitre d' who we met on Silhouette, and Eduardo, a GR staff member who personally had my husband's tuxedo repaired and pressed in time for formal night when we inquired how to get a button repaired.

 

Unfortunately it seems that the rest of the staff we have encountered have simply been doing the minimum or less. A bartender was rude to my husband when he ordered a drink from the menu that the bartender clearly did not recognize (asking him whether he wanted his Pyrat Alexander as a shot or on the rocks or frozen, then snapping at my husband of course he knew what it was when my husband said he wanted the one on the menu, clearly depicted as a frozen drink). A poker dealer was abrupt and unfriendly to both of us but I don't want to detail the incident now. We had dinner on night one at Murano and there was little to no interaction with the staff, which again was out of character with what we've grown to expect. My husband commented that he would not be surprised if they don't even recognize we dined there already when we go tonight. We've only seen our stateroom attendant once, and our minor requests (more hangers, please remove the CC champagne) were not dealt with until we asked the housekeeping supervisor.

 

It's just been disappointing to wait and anticipate a cruise for so long and then find that things are nowhere near what they were only a year ago. Hopefully things will improve because at this point we are not interested in cruising Reflection again.

 

It seems like you're setting yourself up to be disappointed for the rest of the cruise on the basis off a few "off" incidents. Put things in perspective. If every person you encountered was rude, you might have cause to complain but one or two here and there? Shrug it off! You're on a cruise on a beautiful new ship and you're with your precious family. You're wasting time--cruise time--to sit at the computer and complain about a surly bartender to us? That's silly. Don't give it a second thought!

[keesar]

We just came off the Reflection this weekend. Staff was wonderful and friendly and it was a beautiful ship. Great entertainment and food.

 

There were major problems in Blu the first two days due to the number of people using Blu. We got an offer the first night that we could not resist to dine in Murano. I thought that was unusual but we had a great meal there. The next morning, we went in for breakfast and it was chaotic. We both got the wrong meals and the food was just placed on our table on the run. At dinner, our poor server had 8 tables in her area. Food was luke warm. When the manager came over to check on whether we enjoyed our meal. we told him that we were disappointed with Blu on this ship as we had been on Blu several times previously and knew what to expect. We talked about the number of tables staff were assigned. How food was just dropped off. In our room, we filled out the comment card that had been left the same evening. The next morning, we received phone calls from Blu and Guest Relations. We were assigned to another section with a server we had at a previous Blu cruise and service improved and was superb. The management periodically checked with us and we told them we really appreciated their responsiveness.

[helen haywood]

Is there nothing to say about your cruise that is good?

[librarylady19]

Clearly the OP came on here for sympathy. I'm sure there were good things about the cruise, she's just venting about the things that didnt go her way.

I think she needs to remember what she herself wrote in her Equinox review.

 

"Do we plan to cruise Celebrity again? Yes - we have one booked and an open booking. We like the product, but it seems like we are going to have to adjust our expectations and if we want an experience like what we remember, we're going to have to be willing to pay extra for it."