Did we set our expectations too high for our first taste of the suite life?

[Still Dreaming]

This is something from a cruiser that has read many threads from people gushing over the suite life. It really is tempting to book one!

 

If Op's expectations were not met, it is because of cc. The reviews on the "suite life" really rave about the concierge and butlers! We have been told over and over again how royal you will feel and want for nothing! Obviously someone dropped the ball and then op gets blasted for wanting the exact same things people on CC said would happen!

 

I would not expect to be guided to our cabin but if I booked a suite I would, because that is what our fellow CC members have reported. I love reading reviews and always soak up all the to do's any what to expect.

 

I am so glad you had a great cruise and I am glad you did this review.

[OceanDreaming2]

Our most recent suite experience was on the Dawn in a family SJ suite. The concierge (Virginia) was getting ready to go on vacation and seemed to pass some of her responsibilities on to various butlers. Our butler, Jennifer, was excellent! She went above and beyond and would, someday, make an excellent concierge!

 

It's not always just the OS and GV's who get the extra attention.

[Love my butler]

We just got back from our first cruise in a suite (on the Dawn). The “suite life” portion of the cruise didn’t quite meet our expectations and I’m wondering if we set the bar too high. I would like to hear other people’s experiences.

 

First I must say we had a great cruise, so much so, we bought a future cruise credit. However, while we had a great time, we were to a certain degree disappointed in the “suite life.”

 

After researching for our trip, I envisioned at embarkation we would be escorted onto the ship where we would dine at Cagneys for lunch and be escorted to our suite where our butler would brief us on our suite. A great start to a great cruise. What actually occurred at embarkation was considerably less. After we checked in at the port we were directed to a private holding area where there were snacks and drinks. Very nice . . . we were already enjoying the suite life and were happy campers. But this is where that special “suite life” feeling we were expecting ended.

 

After sitting for a while our concierge Patrick announced to the crowd we would be boarding the ship. We fell in line and boarded the ship. As we walked up the gangway we noticed most our group was compiled of series of small groups led by NCL employees (in hindsight I think they were Butlers).

 

We boarded the ship and we followed one of the escorted groups. We entered the elevator with the group. The NCL employee asked where we were going. Surprised, (we thought we were all going to the same place) we sheepishly said: Cagneys? The NCL employee only said we couldn’t go to our room because it wasn't ready. The escorted group exited the elevator on the 12th floor and we stayed on the elevator and found our way to Cagneys . At Cagneys we were told they weren't ready for lunch and we would have to wait in the Star Bar. So wait we did. After a while we were told Cagneys was ready; we were seated and we had a great meal. After lunch we wandered the ship and a while later over the P.A. they announced the rooms were ready. We found our suite and explored. We were never shown the room by anyone. Is this normal? Other than lunch at Cagneys we definitely did not feel any different as suite guest.

 

While the embarkation was a disappointment, the meat of the cruise was wonderful. Most days we ate breakfast at Cagneys and we enjoyed the ship’s entertainment. The entertainers, Patty and Jose were great. Priority tendering was wonderful and the weather was perfect.

 

But, disembarkation was another disappointment. Again, I don’t know if I was expecting too much. We met at the appointed suite guest meeting location in the Spinnaker Lounge. Upon entering there was a “check in here” sign and a small table with luggage tags and Customs declaration forms. We waited at the check-in sign for a few minutes and since none of the NCL employees came over to check us in, we decided there might not be a formal check-in, but not sure so we sat near check-in sign. We saw our concierge Patrick escort two large groups of people from Spinnaker. After the second group departed and there were only a few of us left, I wondered if we should have been with one of the groups. I walked over to two NCL employees (one of whom I recognized as an employee who often helped our concierge during port day disembarkations) as they were conversing in a foreign language. I didn’t want to interrupt their conversation so I stood at a distance so as not to intrude, but close enough to signal through body language I would like to talk when they were done. They looked at me and continued to talk. I waited for a few more minutes and they continued to ignore me. Now I was a little miffed. I walked back to my family and said let’s just walk off with the masses. Just then our concierge was walking in as we were walking out. Patrick said we should have gone with the second group. I turned around and standing right behind me listening to our conversation were the two employees who had just ignored me. My guess is they knew they should have helped me and they were concerned I might be complaining about their less than spectacular service. Patrick could tell we were less than happy and he immediately escorted us off the ship. That helped, but I think it would have been faster to just walk off the ship with the non-suite guests.

 

So, the majority of our cruise was great, but embarkation and disembarkation were lacking and it makes it more difficult for us to justify the extra expense of a suite. Question: was our “suite life” experience out of the norm or were we expecting too much pampering?

 

You simply were not proactive enough. Your contact point at all times was Patrick. Either in person or by phone. He is ALWAYS ready and willing to assist. You were too timid it appears. As you sail in more suites you will understand the system better.

[albertamom]

We were one the March 2 sailing of the Dawn, staying in a 2 Bedroom Family Suite with Balcony, and we liked Patrick very much. I agree with rajones007 and david_sobe that concierges and butlers walk a very fine line between being readily available and helpful, and being annoying and obtrusive. Having only experienced the suite life twice, it seems to me that they tend to lean more towards keeping a respectful distance. We took every opportunity to stop and visit with them and foster a relationship, and found that all of our needs were more than met.

 

We ate breakfast in Cagney's every morning (except one early port day when it wasn't open yet, and we had to brave the masses in the buffet). ;) Patrick was there every morning, coming around to every table checking on our plans for the day, and asking if he could be of any help. Regarding final disembarkation, we attended a briefing that he had the day before, specifically outlining how the morning would work. Because we needed to go through non-US citizens' onboard customs, we hung out until everyone had left, and then discussed our specific needs with him. All in all, our disembarkation couldn't have gone more smoothly.

 

We also took advantage of priority disembarkation on port days, had Patrick make dinner reservations for us, and discussed an aspect of our onboard account that I was not clear about, and he was very helpful. Overall, we would love to cruise with him again.

 

Onboard experiences naturally differ as much individual people differ. I would strongly urge people with upcoming suite cruises on the Dawn, to not worry about Patrick at all. Having a positive attitude and being proactive are vital. If you need something, or are not clear about something that is going on...ask! :)

[nycmode]

We stayed in a garden villa in the haven area on the Jem. Our butler Nelson was actually pretty awesome. Took good care of us in terms of giving us fresh fruit and snacks each day and also took care of our special requests such as my mom's paranoid desire to have water in the room at all times.

 

He also took our breakfast orders in the morning, came in, set the table and served our food as well as took care of the cleanup. He picked us up from the departure lounge area during embarkation but didn't escort us off the ship during disembarkation.

[Inuvikcouple]

My 2 cents worth is as follows.

 

We had Patrick as our Concierge on the Star and we were in an Aft Suite. Patrick bent over backwards to provide us with outstanding service and unfortunately for us, no other concierge, with the exception of Carlos, has been able to live up to the level of service that Patrick provided us with.

[rsato]

I would like to offer a different opinion - I have sailed in the Haven twice on the Jade and in an Owner's suite on the Star (both in Europe).

 

First, I would never show up at the earliest boarding time. Lots of people (priority or not) do - of course you won't get escorted by your butler one cabin at a time, that would result in lots of people being stuck in the terminal lounge. Everyone wants to get on board soon after check in. What's the hurry getting on the ship, just as long as you make it to Cagney's before it closes for suite lunch? If the Butler/Concierge is escorting a bunch of suite guests at a time, of course they won't show be able to show you everything in the cabin before getting the next group. My wife and I are do it your self types and other than needing to know how to open the front hatch for the Star Balacony, we really don't need the grand tour.

 

Second, I think the concierges have a very difficult job judging who wants what level of service. I liked all of the concierges we had, but two of them "made their rounds" every afternoon to chit chat and frankly, after long European excursions it was annoying - we just wanted to rest. I know others would love the "service" and personal touch. Why not just put the do not disturb sign on the door? We wanted the Butler to bring us our afternoon treats.

 

Third, The priority exiting perk is kind of bogus. If you are on a NCL tour, you have to meet with your tour group. If you are on a "Private tour" you may get off the ship first, but you have to wait for any other tour guests to get off anyway before your tour can leave. Maybe this priority exit perk is good if you have a tour all by yourself. As far as checking out of the ship, I have been on 4 different cruise lines and never had a problem getting off the ship. If you are in a hurry to make a flight you just drag your suitcases off the ship yourself when the announcement is made. If not, enjoy breakfast and your last few hours in the beautiful suite.

[mpk218]

I agree with the above . A first time suite guest may be expecting to much hand holding. Once you understand how the system works ( you call the shots , Not Patrick) things move much more smoothly.. Im not blaming the OP , It does sound so spectacular here on the boards then to find out it does require some effort on your part ..But once you learn the rules of the game it really can be that spectacular ..

 

Try a suite again . You have already learned so much ;)

[Fishbait17]

In my experience, embarkation and disembarkation (and all other suite perks) vary widely by ship, concierge, and suite type. There is generally a palpable, yet subtle difference based on suite type - I hate to say "as it should be", but with far less butlers than suites, the GV guests will get a personal escort before aft penthouse guests will, and will generally get a personal escort off the ship to their included limo. So much of it depends on who might be available, whether the suites are ready or not, etc. Also, it depends on the ship - on the newer ships you will get more of a guided tour (in groups) to explain how things work (more to see and explain than on smaller ships). And the concierge makes a big difference, some are just better than others at making everyone feel exceptionally "special". Sometimes there is a large contingent of very "demanding" suite guests, leaving a bit less time for personal attention for everyone else. On disembarkation, you might be escorted off in small geoups, one large geoup, maybe to the front of the line, maybe down the "back" elevator, or maybe you just get taken to somewhere near the front of the line. I think we have been escorted to our actual suite maybe three times of I don't know how many suites. On a few sailings, we didn't even meet our butler until the second day. To us, it hardly matters - we can find Cagney's, our suite, and our way around, and getting off the ship is always a rude reality no matter how we get there :D.

 

I blame disappointment on Cruise Critic. It happens all the time here. People will ask "what will the butler do for me?" And people chime in. One might get a personal escort, the next might get nightly pretzel rolls, the next might say "he filled my bathtub every night", he brought lobster tails, he served dinner course-by-course, he offered to unpack for me. People look at all of these experiences as a whole, and not as individual items, and expect it ALL, EVERY TIME. It just can't happen that way - it's physically impossible for a butler to be everywhere at once. Expectations are just set way too high.

 

I just got off the fabulous Gem in the second highest category of suite, and of course, things weren't perfect! We had long delays on embarkation and disembarkation, nobody showed me to my suite, our lavazza was malfunctioning most of the week, the butler messed up on every meal we had delivered (he was trying so hard!).. But it was absolutely fantastic, and I hardly noticed the imperfections (and everyone got great gratuities). My point is that for all the "bad" there was five times as much "great". It's the experience as a whole that shines, not the "little things".

 

Robin

Edited March 20, 2014 by Fishbait17

[Fishbait17]

I agree with the above . A first time suite guest may be expecting to much hand holding. Once you understand how the system works ( you call the shots , Not Patrick) things move much more smoothly.. Im not blaming the OP , It does sound so spectacular here on the boards then to find out it does require some effort on your part ..But once you learn the rules of the game it really can be that spectacular ..

 

Try a suite again . You have already learned so much ;)

 

Excellent point!

 

Robin

[Byron_1978]

My point is that for all the "bad" there was five times as much "great". It's the experience as a whole that shines, not the "little things".

 

Robin

 

I couldn't agree more. Even poor performance of concierge or butler cannot mess up a cruise...They're just icing on a delicious cake :p

[RosieRoo]

I have only sailed in suites on NCL and not knowing what to expect, all my experiences have been great. We do it for the extra space of the staterooms and the ability to eat in Cagney's for breakfast and lunch (my husband dislikes the buffet). Anything over and above that is a bonus. All our butlers have been great, including Roland who someone mentioned they didn't like. We have sailed with different concierges each time and all had their own different style. We loved Virginia on the Dawn, but didn't care for Patrick. I know others have said they liked him, but frankly we saw him when we boarded and again when we disembarked and not much in between. He never made the rounds in Cagney's and I felt he never made any effort to speak to us. I guess everyone can have a different experience.

[esp13]

I can understand the OP's concerns as I had the same expectations about embarkation when I was in an Aft PH on the Pearl. I fully expected our butler to greet us at Cagneys and then escort us to the suite because that was what I had read on CC. However, that did not happen. We were escorted to Cagneys, but when lunch was over, we just wandered down to our suite and dropped our bags. Later, when the rooms were finished we returned to the suite and our butler dropped by and introduced himself and showed us the coffee maker, etc.

 

As for disembarkation, we chose to walk off. But then we saw the line and headed straight to Monica who laughed at us (nicely) for not coming to her in the first place. She took us straight out and off the ship and we were very grateful for the priority disembarkation.

 

I do think there might be differences based on ship and Haven/non-Haven suites. I'm interested to see if there is any difference with my Getaway Aft PH this year. Nonetheless, I think priority embarkation and debarkation are excellent perks, even if they weren't exactly what I thought they would be. And everything during the cruise is even better. I am definitely hooked on the suite life.

[LegallyBlonder]

Onboard experiences naturally differ as much individual people differ. I would strongly urge people with upcoming suite cruises on the Dawn, to not worry about Patrick at all. Having a positive attitude and being proactive are vital. If you need something, or are not clear about something that is going on...ask! :)

 

 

Thanks for posting. I realized after reading your post, that I had also read negative reviews of Florentina before my Gem cruise and I absolutely loved her. I'm quite sure we will have an amazing vacation regardless of who our concierge ends up being.

 

 

Sent using the Cruise Critic forums app

Edited March 20, 2014 by LegallyBlonder

[sunshine nana]

We have been in an aft penthouse suite twice and there was a big difference in how we were treated compared to those in the Haven area. The concierge escorted the higher suite people first onto the ship and we ended up the first time with an employee who did not know where our suite was. We had to show him. We found our own way to Cagneys. The second time, we were left to embark by ourselves along with those not in suites. Neither time did the butler show us how to use the coffee maker etc. The concierge the first time did not even recognize us as suite dwellers, but she fell all over our friends who were upgraded from a balcony to Haven at the dock (this was Nov. of 2008 right after the stock market crash when many canceled). Our second concierge Ruth was very rude to us and did not attempt to do anything. The hostess in Cagneys never remembered us and made us show our cards every day! We were never informed of the chocolate buffet or escorted off the ship. We loved the extra space and the aft balcony and eating at Cagneys. That made the extra cost worth it to us, and we would book an aft suite again, but would not have expectations of special treatment by the butler or concierge .As you can imagine, we did not tip either concierge anything and the butlers got only a tip for bringing us breakfast a few days. We have been generous in tipping all stewards extra and the butlers on Celebrity have been tipped extra even though their tip is included in the daily charge.

[psac]

Second, I think the concierges have a very difficult job judging who wants what level of service. I liked all of the concierges we had, but two of them "made their rounds" every afternoon to chit chat and frankly, after long European excursions it was annoying - we just wanted to rest. I know others would love the "service" and personal touch. Why not just put the do not disturb sign on the door? We wanted the Butler to bring us our afternoon treats.

 

 

If we had a concierge actually come to our room every day, we would be very annoyed!! Like OMG, leave us alone!! :D

 

For us, the concierge is more like someone who should just be there when we need them. If we don't need them, we would expect a hello and a smile when we pass the desk. I don't think either of those things is unreasonable.

 

The worst comments I've seen on this thread were the ones that said this Patrick guy seemed disinterested in them. That shouldn't be the case.

[Vyhanek]

I think it might have to do with expectations. I think the cruisers that get doted on and catered to and never forgotten at things like disembarkation are the one's that are high maintenance. You know the kind, they are up the concierges butts all the time. You walk by the concierge desk and you just know who's going to be there asking a question. If you overhear the question it's a stupid question....one that I could have answered for the cruiser.

 

I think the concierges just naturally give less attention to the cruisers who can answer their own questions and can figure things out themselves. I'd never ask the concierge where the spa is for example. I'd walk out to the elevator bank and find it on the directory. Other higher maintenance cruisers would actually wait at the concierge desk behind someone making a dinner reservation just to ask where the spa is and to get directions.

 

I imagine you're like me. Relatively independent. Patrick may have had a bunch of ninny's that just needed a lot of hand holding and you weren't needing that so he was just less attentive.

 

It's the old 80/20 rule.....like in school. 20 percent of the kids take 80% of the teachers time because they are so high maintenance.

[doberlady]

We loved the suite life but found Patrick to be VERY aloof as stated above and our butler was not good at all and we were in a DOS!!!!!!!!!!!!

[mianmike]

Thank for all the replies, they were very helpful. I was curious as to other’s suite experiences and now I have a better grasp of what to expect.

 

We obviously set our expectations too high. Our expectations were derived from reading cc, but also from NCL’s website. One thing that stood out to us was NCL’s website stating suite guests would be escorted to their suite.

 

I know some feel a suite guest should not expect to be escorted to their suite as it is too much coddling and handholding. That may well be true but the bottom line for us is NCL’s website stated they would escort suite guests to their room so we were looking forward to that extra touch that we hadn't experienced when staying in balcony cabins. It may sound silly to some, but that’s how we felt. I also envisioned we would see our suite before the P.A. announcement that all rooms are ready. That belief is probably my fault; I don’t know why I thought that was the case. Not being escorted to our suite and not shown where things are located or how things work (coffee makers etc.) certainly didn’t ruin our cruise, but since we had an expectation it would happen left us somewhat disappointed. In the future I know not to expect to be escorted to our suite and shown around our suite and thus there will be no disappointment.

 

Another common theme I’m reading is we should have been more assertive/demanding. Knowing what I know now to obtain the service we desired, we should have been assertive. Unfortunately, that is not our style. We don’t like imposing on others. That’s just our personality. Next time we'll just disembark with the easy walk-off option with the rest of the ship.

 

So now we know what to expect form a suite. I certainly wouldn’t call it the “suite life” but more of a larger room with a few expanded amenities. I like the extra space, breakfast and lunch at Cagneys and the priority disembarkation at ports and tendering. We will try a suite again.

Edited March 20, 2014 by mianmike

[khaide612]

I sailed in a 2-bedroom Haven suite on the Jewel. During embarkation we waited in the pre-board area and then called some family names and escorted onboard. Our group was just Haven guests. The butler (not our butler) pointed out where Cagney's was and then escorted us up to the Haven for a quick tour and to drop our carry-ons.

 

We then went to Cagney's. They never remembered any of us at Cagney's - had to give the room number or card each time but I think they also do that to keep track of who has been there. We had 5 people in the suite & we didn't all go to breakfast or lunch together. I have to say though that the whole trip on a full ship Cagney's was never crowded for breakfast or lunch.

 

Our concierge was okay. She would stop by the room to check if we needed dinner reservations or anything. I understand that's the job but it's still NCL so can I just freestyle it? :)

 

I'm a pretty much do-it-myself person. I even went the last night to collect all the booze I bought - my allotment plus everyone else's plus a little extra - and carried it up to the room. Didn't even think to call the butler or concierge to do it.

[Winchester Ranger]

If anyone knows which ship Patrick is still "working" on please let me know.

 

Hopefully he isn't on Getaway in May...........

[AF-1]

We have been in an aft penthouse suite twice and there was a big difference in how we were treated compared to those in the Haven area. The concierge escorted the higher suite people first onto the ship and we ended up the first time with an employee who did not know where our suite was. We had to show him. We found our own way to Cagneys. The second time, we were left to embark by ourselves along with those not in suites. Neither time did the butler show us how to use the coffee maker etc. The concierge the first time did not even recognize us as suite dwellers, but she fell all over our friends who were upgraded from a balcony to Haven at the dock (this was Nov. of 2008 right after the stock market crash when many canceled). Our second concierge Ruth was very rude to us and did not attempt to do anything. The hostess in Cagneys never remembered us and made us show our cards every day! We were never informed of the chocolate buffet or escorted off the ship. We loved the extra space and the aft balcony and eating at Cagneys. That made the extra cost worth it to us, and we would book an aft suite again, but would not have expectations of special treatment by the butler or concierge .As you can imagine, we did not tip either concierge anything and the butlers got only a tip for bringing us breakfast a few days. We have been generous in tipping all stewards extra and the butlers on Celebrity have been tipped extra even though their tip is included in the daily charge.

I know it has been a few years since you were in the aft penthouse. What did you like and not like about this suite?

[AF-1]

We have always had a penthouse suite on Ncl, and have never needed to be "shown the door" to our suite.

We have Celebrity suites on Celebrity

And have owners suites on RCl.

We just find our own way when they announce all cabins are ready..

On all cruiselines.

I think you were expecting too much.

 

Ps..We book these cabins for the extra space, not to have a butler ...

 

Hi, what did you like and not like about the penthouse suite? Did you have an aft of mid ship location? Thanks.

[JuneauWhatIMean]

Thank for all the replies, they were very helpful. I was curious as to other’s suite experiences and now I have a better grasp of what to expect.

 

We obviously set our expectations too high. Our expectations were derived from reading cc, but also from NCL’s website. One thing that stood out to us was NCL’s website stating suite guests would be escorted to their suite.

 

I know some feel a suite guest should not expect to be escorted to their suite as it is too much coddling and handholding. That may well be true but the bottom line for us is NCL’s website stated they would escort suite guests to their room so we were looking forward to that extra touch that we hadn't experienced when staying in balcony cabins. It may sound silly to some, but that’s how we felt. I also envisioned we would see our suite before the P.A. announcement that all rooms are ready. That belief is probably my fault; I don’t know why I thought that was the case. Not being escorted to our suite and not shown where things are located or how things work (coffee makers etc.) certainly didn’t ruin our cruise, but since we had an expectation it would happen left us somewhat disappointed. In the future I know not to expect to be escorted to our suite and shown around our suite and thus there will be no disappointment.

 

Another common theme I’m reading is we should have been more assertive/demanding. Knowing what I know now to obtain the service we desired, we should have been assertive. Unfortunately, that is not our style. We don’t like imposing on others. That’s just our personality. Next time we'll just disembark with the easy walk-off option with the rest of the ship.

 

So now we know what to expect form a suite. I certainly wouldn’t call it the “suite life” but more of a larger room with a few expanded amenities. I like the extra space, breakfast and lunch at Cagneys and the priority disembarkation at ports and tendering. We will try a suite again.

 

Of course you were disappointed. No, you did not set your expectations too high. To pay for a suite based upon the published information provided, (nee promised), by NCL and then read on CC that some folks receive what's promised while others do not, is IMHO, extremely disappointing. And for posters to say the staff may have been too busy is ridiculous. They are paid to be busy. If the promised suite perks are not provided to all suite pax, NCL is apparently understaffed, aren't training the staff adequately, or simply don't care.

 

I'm so glad you posted your experiences here and I hope NCL is paying attention. I also hope you have a better experience next time. We don't pay for suites just to have extra space and to dine in Cagney's or the Haven.

[wasiii]

.....we cruised on the Norwegian Star on our Honeymoon in 2012. We had a Forward Facing Suite.

 

We did not utilize the concierge or the butler during the cruise. We were probably too busy to worry about them. ;)

 

This time we have a Haven Suite on the Getaway. We will be using them alot more this time than the last time we had a suite.

 

:)

 

wasiii