Bad experience with butler!?

[stanmoto98]

There have been numerous threads where people gush about their experiences with the NCL butlers. And we've had our share of gush worthy experiences.

 

But has anyone else had a bad experience like we did recently on the Epic transatlantic from Barcelona to Miami?

 

To elaborate...

 

Our very first conversation with our butler was one of the most uncomfortable conversations I've ever experienced. The very first thing he said after introducing himself was to tell us that it was his last trip on "this" contract and that he hoped we would tip him very well because he could really use the money.

 

He then ask if we liked to gamble. When we said we did, he said he hoped we did very well because one of his fellow butlers had just received a huge tip from a guest who did very well in the casino.

 

Things only went downhill from there as he would ask us how we had done in the casino each morning.

 

The we ask him to do a small set up for a group of 7 in our suite prior to the Chef's Table. While dropping off some extra glasses he was complaining about how busy he was, especially with "demanding guest like you(us)."

 

I thought I was in some weird alternate universe when I heard him make that comment. Up to that point the only thing we had asked for was breakfast in the suite one morning and a specific smoothy for my wife each morning. And all he had to do for the smoothy was to place a standing order with the kitchen and deliver whenever he had a chance, leaving it in the fridge if we weren't in the suite.

 

The next day we had a meeting with the hotel manager, who's jaw hit the floor when we told him about the comments our butler had made. He was profusely apologetic and promptly assigned a new butler to our stateroom... who was outstanding.

 

So, has anyone else ever had bad experiences with an NCL butler? Or was this a complete anomaly?

[luvtheships]

Obviously his contract had not been renewed and he knew that at the start of your cruise

 

He didn't care anymore

 

However it is food for thought for all the pax that actually think the crew wants to befriend them

 

It is always and forever going to be about the tips....everything else is just fluff and good acting/ training on their part....even down to the exchanging of emails

 

 

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[johnsak123]

My usual rule of thumb is that if you ask me for a tip I usually don't give you one

Or, If you ask me for a tip you get less than what I was planning on giving you

A tip should not be thought of as a given and a "requirement"

To ask for a tip is tacky to say the least

Glad you told the hotel manager

[conandrob240]

Not as bad as that but, yes, or recent butler on Breakaway was terrible. He was rude and annoyed from the first interaction ( which was almost 36 hrs after we embarked). Simple things like asking for room service were met with visible annoyance. We were scolded for filling out a breakfast order wrong and so on. Guy was a jerk

[MKsol]

Wow that must have been so uncomfortable for you. We have had 4 suite NCL cruises and each time we really enjoyed our butler interactions. While each stands out in our memories for different reasons they all made us feel welcomed, and never once made us feel uncomfortable or guilty for asking for something.

 

Not to change the topic but rather as a bit more context I cannot say the same about our experiences with the concierge staff - in those same four suite cruises we have only had one concierge that provided any level of service. Our last cruise just last month it seemed as though he pretended we didn't exist.

 

I am happy to hear that when alerted to the issue you were having the hotel director took immediate and it sounds like appropriate action so good on them for that - hopefully it didn't distract you from your enjoyment too much.

[Ed]

Not sure if we had the same butler stanmoto98 since we were on the same crossing but our butler didn't ask for tip but didn't do anything we had asked him for. For instance when we first met I reminded him that my wife had food allergies and could not have nuts or shellfish. That was accepted with an ok and a annoying look on this face. Well the first tray of afternoon snacks show up with chocolate covered treats which included nut material either in the chocolate or on top of the chocolate treats. I said to him please don't bring any nuts and or shellfish. Took the tray away with nothing to replace it. Second day a tray of petite sandwiches shows up with toppings of shrimp. Wasn't in the room so placed a note on top of the tray reminding him no shellfish and nuts. Day three cookies show up with guess what nuts! After that we finally gave up and just left the trays untouched. Do you think he would have gotten the hint to ask us why we haven't touched the trays? NO. I think he just didn't want to be bother getting something else. He was fairly compensated with a big fat zero tip. What we had set aside for him went to the wait staff in the Epic Club since they got it and went above and beyond on the food allergies. Special Danish in the morning with no nuts and special lunches and dinners at night. Certainly made up for those snack trays. He made it easy, one less Hero card to fill out.

[DMH15]

Mine tops all. Butler got off at one of the ports and kept going.

 

 

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[Velvetsin]

....... Which part of the job was so bad that the butler quit? Surely can't be us cruisers since most people would give out big fat tips?

 

I never really understood the service industry. Saw on one of the tip posts that one cruiser recommended 10 dollars per day per person, consider how many suits each butler has to look after...

 

.... I almost wanted to quit my own job. Given that amount of money you'd think anyone would be a little nicer with the customers.

 

Ncl overworking them?

[All-ready2cruise]

Mine tops all. Butler got off at one of the ports and kept going.

 

 

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Oh man..........if only we had known, think of all the tips we could have garnered... :p and everyone here knows the job so well.

 

 

No flaming necessary... just kidding.

 

Our only experience with a suite/butler, there was a complaint. The butler complained that we didn't use him enough :D He was cute but maybe he was afraid we'd stiff him like so many others on here claim to do... I'm sure he was pleased that we didn't. (stiff him that is)

[rvsullivan]

....... Which part of the job was so bad that the butler quit? Surely can't be us cruisers since most people would give out big fat tips?

 

I never really understood the service industry. Saw on one of the tip posts that one cruiser recommended 10 dollars per day per person, consider how many suits each butler has to look after...

 

.... I almost wanted to quit my own job. Given that amount of money you'd think anyone would be a little nicer with the customers.

 

Ncl overworking them?

 

I wish you would take the job. I'd love to have you as my butler. You don't think they deserve the money? The are overpaid, $10 per person per day is too much? How do you determine how much they make, how hard they work and whether they deserve what they get?

Way too many believe they make too much! They deserve every penny they get. At they cost of our suite the butler tips are less than 10% of our fare and cheap enough for the service we get.

[conandrob240]

I wish you would take the job. I'd love to have you as my butler. You don't think they deserve the money? The are overpaid, $10 per person per day is too much? How do you determine how much they make, how hard they work and whether they deserve what they get?

Way too many believe they make too much! They deserve every penny they get. At they cost of our suite the butler tips are less than 10% of our fare and cheap enough for the service we get.

 

10 cabins per butler. Let's say 2 people in a suite. $140 x 10= $1400 a week in tips. There is no way in even a stellar butler deserves that kind of tip. They are there to bring you food and replenish stuff in your room.

[Ericktina]

I wish you would take the job. I'd love to have you as my butler. You don't think they deserve the money? The are overpaid, $10 per person per day is too much? How do you determine how much they make, how hard they work and whether they deserve what they get?

Way too many believe they make too much! They deserve every penny they get. At they cost of our suite the butler tips are less than 10% of our fare and cheap enough for the service we get.

I would like to sail with you !! Thanks for this--you are 100% correct.

[luvtheships]

10 cabins per butler. Let's say 2 people in a suite. $140 x 10= $1400 a week in tips. There is no way in even a stellar butler deserves that kind of tip. They are there to bring you food and replenish stuff in your room.

 

My take on this butler who was on his last voyage is this.....

 

He has made such great tips from all the other cruisers who feel oh so bad for him that he is rolling in dough so he didn't give 2 cents about this last cruise or the pax he was responsible for

 

Fwiw I wouldn't get a butler cabin even if I wanted to throw that kind of money into A cruise because I see a butler as an intrusion

 

 

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[conandrob240]

We didn't take the cabin for the butler. We wanted the room and the Haven.. And we didn't throw a lot of money- we got a sweet upsell deal. And, believe me, our butler was never an intrusion- if we hadn't ordered breakfast, we never would have even seen him! LOL

Edited December 5, 2014 by conandrob240

[watchdiva]

I do not expect to become besties with the butler. But on our recent cruise our butler received a HERO card from us for the outstanding service we experienced. He was never more than a phone call away, graciously fulfilled all of our requests and when we encountered rough seas and felt queasy he made sure that we had ice cream (DH's seasick cure) and offered to get us Dramamine from Guest Services. He kept our suite filled with cookies, grapes, M&M's, chocolate covered strawberries and returned bottles of wine for non-alcoholic alternatives. YMMV but our butler greatly enhanced our cruising experience and we made sure that the HD and Concierge knew how happy we were with him. And It am sure he was happy with the gratuity that we gave him. He took great care of us and we returned the favor.

 

 

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Edited December 5, 2014 by watchdiva

[Cubechick]

I am just so glad to read that you said something to the Hotel Director!

 

It is so frustrating how many people come here to vent but never say anything while on board!

[Beaver1975]

10 cabins per butler. Let's say 2 people in a suite. $140 x 10= $1400 a week in tips. There is no way in even a stellar butler deserves that kind of tip. They are there to bring you food and replenish stuff in your room.

 

Wow, that is about $200 a day to deal with really whiny, crappy people. Personally, I think your math is way off. But, then again I am not sure what to take from your anti-butler crusade. New clients must be beating down your door at your agency.

[emcelh]

I do not expect to become besties with the butler. But on our recent cruise our butler received a HERO card from us for the outstanding service we experienced. He was never more than a phone call away, graciously fulfilled all of our requests and when we encountered rough seas and felt queasy he made sure that we had ice cream (DH's seasick cure) and offered to get us Dramamine from Guest Services. He kept our suite filled with cookies, grapes, M&M's, chocolate covered strawberries and returned bottles of wine for non-alcoholic alternatives. YMMV but our butler greatly enhanced our cruising experience and we made sure that the HD and Concierge knew how happy we were with him. And It am sure he was happy with the gratuity that we gave him. He took great care of us and we returned the favor.

 

 

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We were on the Pearl last week too and had a great butler. Was it Walter by any chance?

[Linda the Book Lover]

People are people no matter what they do for a living. We tip according to treatment. Once eons ago my DM, two friends, and myself ate at a restaurant for lunch and the service was so bad and rude a tip was not in the cards. The waitress (seriously this happened) chased us down the street telling us that by law a tip was required. Are you kidding me! :eek: My DM felt bad and wanted to give her something but I stood my ground with the woman and told her I would call the police and sort it out. She decided to take herself back to the restaurant.

 

We try to always treat cruise employees as we wish to be treated. We have had excellent folk and some not so great. Like the original poster I reported the issue while on the ship and resolution was immediate. I don't mind the tips because we are getting extra service in a suite. Next cruise we will tip our butler, concierge, and room steward based on service.

[conandrob240]

Wow, that is about $200 a day to deal with really whiny, crappy people. Personally, I think your math is way off. But, then again I am not sure what to take from your anti-butler crusade. New clients must be beating down your door at your agency.

 

Not sure what math you are referring to. The math is just fine. I was responding to the post that suggested $10 per day pp is a reasonable tip. That means $20 per day 7 day cruise would equal $140 per cabin. 10 cabins equals $1400/week. Which equals roughly $67k per year just in tips. Plus salary. To me, it is absolutely ridiculous to suggest that even stellar butlers deserve a salary of $80-100k. Just plain silly.

 

Again, even the best butlers do little more than serve food, refill stuff in your room and respond to a few basic needs.

 

I am not anti- butler at all. On NCL, so far, I've had a terrible butler, and two okay butlers. I have not experienced a stellar one nor can I even imagine what that would look like given their limited scope/ role.

 

As for what to tip, my opinion is based on tip guidelines for butlers in other settings where they perform a much greater array of services in a much more personalized manner. In those cases, I think the $20 per day is much more warranted.

 

And no one said not to tip based on service. That's sort of my whole point, no? We simply have different opinions on what sort of tip different types of service warrants.

Edited December 5, 2014 by conandrob240

[bear3412]

.... To me, it is absolutely ridiculous to suggest that even stellar butlers deserve a salary of $80-100k. Just plain silly.....

 

You try it for a while @ 10 -12 hrs/day, then get back to us if 80K is "just plain silly." :rolleyes:

[Velvetsin]

USA must be very good.

 

In UK, 12 hours work for middle income work, including overtime would be 50k in dollar. High end bank job in a middle position would hit 160K but that is 12-16 hours of work.

 

No wonder everyone wants to go to USA, paid so much better. I know in developing countries it is even worse, 12 hours work in service industry in some places is only 12K a year.

 

Back to butlers, I was just confused because I feel anyone who is faced with 80k a year would think of the money and not provide a bad experience to others, whichever the job.

[luvtheships]

People are people no matter what they do for a living. We tip according to treatment. Once eons ago my DM, two friends, and myself ate at a restaurant for lunch and the service was so bad and rude a tip was not in the cards. The waitress (seriously this happened) chased us down the street telling us that by law a tip was required. Are you kidding me! :eek: My DM felt bad and wanted to give her something but I stood my ground with the woman and told her I would call the police and sort it out. She decided to take herself back to the restaurant.

 

We try to always treat cruise employees as we wish to be treated. We have had excellent folk and some not so great. Like the original poster I reported the issue while on the ship and resolution was immediate. I don't mind the tips because we are getting extra service in a suite. Next cruise we will tip our butler, concierge, and room steward based on service.

 

Did you know that she is assumed to have received a % of the bill in tips for income tax purposes so she has to report a set amount regardless of getting a tip?

 

I am not posting this to advocate giving a tip for lousy service and I feel people who overtip are doing so for themselves just to feel good

 

Nor do I disagree with what you did

 

Nor do I agree with the tax reporting requirement she has to deal with

 

I am just saying that Uncle Sam has figured out a way to tax all those cash tips that can and sometimes do go unreported

 

It is assumed a waiter/ tress gets a tip for income tax purposes based on a w2 she gets from her employer

 

So if $2000 is earned at the low hourly rate wait staff MUST be paid by law..... They must report an additional % of that using a formula on their return

 

Just sayin and certainly not advocating tipping for bad service but that may have been what she meant

 

Btw. The cop would have just said you could press charges for harassment I would think

 

I never understood why wait staff actually chased down customers who don't tip. They are total strangers that they are chasing down a street and then the discussion/ argument is going to be about.... Cheapness and bad service!!

 

Yep that's a smart thing to do with a stranger who may have had a few drinks.

 

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Edited December 5, 2014 by luvtheships

[shanefm3]

USA must be very good.

 

 

 

In UK, 12 hours work for middle income work, including overtime would be 50k in dollar. High end bank job in a middle position would hit 160K but that is 12-16 hours of work.

 

 

 

No wonder everyone wants to go to USA, paid so much better. I know in developing countries it is even worse, 12 hours work in service industry in some places is only 12K a year.

 

 

 

Back to butlers, I was just confused because I feel anyone who is faced with 80k a year would think of the money and not provide a bad experience to others, whichever the job.

 

 

And here's me being a silly firefighter with a 35k a year salary. Tack a little more on for being and EMT . Knocks me up to around 40k. That being said , I still throw the cabin steward an extra $50 when I first board along with the OBC. And I often wonder if it's enough

 

 

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[hawkeyetlse]

Did you know that she is assumed to have received a % of the bill in tips for income tax purposes so she has to report a set amount regardless of getting a tip?

She is supposed to report her actual tips, to her employer and to the IRS, and the employer is supposed to make sure that the total reported tips for all employees correspond to at least 8% of gross receipts. That is very low compared to the actual tipping rate in most parts of the country, but even still: There is no assumption that each individual employee receives at least an 8% tip on every check, and there is obviously no legal requirement for the customer to leave any tip whatsoever.