Room service and to go food

[SissasMomE]

Pretty much every hotel I've ever stayed at has a little sign on the room service tray, that says to call a certain number for picking up the tray, so that is what I do or leave it in the room.

 

The uneaten food, is the food they didn't eat and it sits on the plate outside their cabin with nothing covering it. I've seen plates with covers over them and I would think those are the ones from room service, but the others no covers with food just sitting out on the plates. It is really disgusting.

 

When staying in a hotel, we've always called as well. The only time I've put it in the corridor was after calling when they said to put it in the corridor so they won't disturb us. We aren't talking 30 minutes though. They literally picked it up within 2 or 3 minutes of calling.

[cacj]

There's really no reason someone could not roam decks on a schedule and collect plates. NCL does not think it is important in the maintenance of their facilities. Really there is no reason plates should not be collected in a few hours at most.

 

Agree most whole heartedly.

 

But if the plates were collected on a timely basis, then their logic for the new rules would not seem to have so much validity, no?

 

Seems to me that the littering increase, now being reported, also times with the rationale for the rule. But if staff were assigned to clear the halls on a regular routine, the littering would be less visible....and thus, the rule would seem unnecessary.

 

Of course, once you pay the $7.95 fee, you are free to litter the halls, I guess.

 

Whenever we have had room service, we always left the tray and dishes in the cabin for our room steward to remove. Sometimes he/she did so, other times, they themselves left the items in the hall for later pick up.

 

Because the halls are so narrow, we never felt it was wise to leave the tray outside in the hall.

[punkincc]

Some only think about themselves, especially when folks have to move their trays, so that a person in a wheelchair or scooter or a person with a walker have to pass. And, for the record, I never said it was everyone, but some only think about themselves. Guess, if they have to patrol the hallways 24/7, NCL will have to take some of the breakfast, lunch and dinner servers (slowing down that service) to walk up and down the halls at all times of the day and night.

 

Yes, you will always have the occassional inconsiderate passenger, but it seems to me the problem lies with NCL. They need to review their procedures for the removal of plates etc. Some have reported that they are instructed by the steward to place them in the halls. If they don't want them there, then tell the stewards they are to remain in the cabins and make it clear who is responsible for pick up. And there is NO excuse IMO for the plates that do find their way there to remain to pile up. This is a staffing and procedural issue with NCL and should not be blamed on the passenger. Anyone who walks down the corridors on a ship passes probably more than a few stewards on each trip. They are in the halls, and in and out of the cabins constantly. There is no excuse for not picking up.

[cacj]

A very nice response a posted on facebook. I see nothing at all wrong with what was said; However, it should have been said from the beginning. NCL had no business letting their customers find out while on a ship, and then from subsequent postings all over the internet. That is NOT good business etiquette. It took far too long for a logical and well-thought out response from NCL.

 

Here is the post:

 

I wrote Andy Stuart (President of NCL) a note concerning the room service charges and the new food rule. Here is his response:

Hi, thanks for your note. We do not charge for coffee and continental breakfast to be delivered by room service. In addition I feel strongly that the change asking guests not to bring food back to their rooms from restaurants is a good one. As we walk around the ship and see spills from food that guests are carrying and multiple plates and food waste littering the corridors, it is not a clean and pristine environment. The difference with room service is that it is our team delivering it - if they spill something they clear it up immediately. They also know where food has been delivered and they go back to get empty trays as part of their routine. At the same time as we have made this change we have changed the Asian restaurant from having a cover charge to being included across the fleet. I understand not everyone is going to love every change, but our focus is on quality and raising the quality of the experience across our fleet. You will see a huge investment coming from us in both the hardware and the software. Please have faith that everything we are doing is to increase our guest satisfaction and repeat rate. Apologies for the long response - but I am very passionate about this. regards. Andy

 

It actually has been quite a while since NCL policy or changes has caused such a furor here on CC. The many months of happy postings seem to support that many guests were finding the experiences quite satisfying. So how do you increase our satisfaction by fees added upon fees, and policy shifts?

 

You may be passionate Mr. Stewart, but a bit misguided perhaps? You don't seem to see the passion on these boards for having an experience of cruising that treats the guest like a guest, not a captive with pockets lined in gold. You don't seem to understand that each guest has a unique need. Or perhaps you do, and your CEO sees the need as a perfect opportunity for "rationalizing" the new changes.

[Travelcat2]

IMO, when on a cruise ship ,plates do not belong in a hallway. As mentioned, a cruise ship is not a hotel. A hotel typically does not have children and guests walking back and forth outside the room all day.

 

When someone orders room service, a steward/stewardess should go back to your cabin and remove the plates. It sounds like this is something that needs to be done on NCL rather than recommending that the hallways be used as a trash can. If someone is insistent upon carrying food to their cabin, it should remain inside until the next time your cabin is cleaned (or, perhaps you should take it back to the restaurant you took from).

 

It may help to remember that all cruise lines have rules. If the rules on NCL are so upsetting, it behooves you to move to another cruise line. Also, it is easy to say that the crew should be running around picking up the trash you leave everywhere but extra crew members cost $$$. If NCL has to pay $$$, you end up paying $$$. Ordering room service six times a day, leaving food remains around the ship, etc. requires extra staff.

 

The new rules seem better than the alternative which is keeping room service free, letting adults and children walk around the ship with food - leaving plates/trash everywhere. Then NCL could raise their fares by 10% and you won't have to put up with the new rules.

[PhDUnderTheSea]

Well, NCL management basically fix the staff's problem of cleaning 24-hours for them, so...

 

Can you clarify this statement for me?

 

Best-

 

Steve

[CavalierX]

NCL has housekeeping staff on duty 24/7.

 

The enhanced problems posted here do not exist if the staff is doing their job.

 

Bingo. If trays in the hallways are the problem, the logical solution is to instruct the staff better -- or hire more if there are too few to do the job properly. Imposing new rules and charges on the guests should be the last resort. That's why I believe that the "real" problem is that Del Rio saw a need to get more money out of every cruise. The utterly inept way with which the whole thing is being handled is one of the reasons for all the griping.

Edited May 12, 2015 by CavalierX

[spidybabe]

NCL has housekeeping staff on duty 24/7.

 

The enhanced problems posted here do not exist if the staff is doing their job.

 

Lets rephrase that...NCL does have housekeeping staff on duty 24/7, but they DO NOT have room stewards in the hall at all times anymore (they used too) They are now moved around to serve in the MDR, buffet, and any restaurant during meal hours. Sometimes it is very hard-impossible to find a room steward on the floor anywhere during those hours. This has contributed to the pile up of plates in the hallways. No stewards---no cleaning. I am not saying NCL isn't clean,,,just the stewards are moved around alot more than in the past, with increased # of cabins to take care of.

We still love NCL---just not their communication skills

[sparks1093]

IMO, when on a cruise ship ,plates do not belong in a hallway. As mentioned, a cruise ship is not a hotel. A hotel typically does not have children and guests walking back and forth outside the room all day.

 

When someone orders room service, a steward/stewardess should go back to your cabin and remove the plates. It sounds like this is something that needs to be done on NCL rather than recommending that the hallways be used as a trash can. If someone is insistent upon carrying food to their cabin, it should remain inside until the next time your cabin is cleaned (or, perhaps you should take it back to the restaurant you took from).

 

It may help to remember that all cruise lines have rules. If the rules on NCL are so upsetting, it behooves you to move to another cruise line. Also, it is easy to say that the crew should be running around picking up the trash you leave everywhere but extra crew members cost $$$. If NCL has to pay $$$, you end up paying $$$. Ordering room service six times a day, leaving food remains around the ship, etc. requires extra staff.

 

The new rules seem better than the alternative which is keeping room service free, letting adults and children walk around the ship with food - leaving plates/trash everywhere. Then NCL could raise their fares by 10% and you won't have to put up with the new rules.

 

The crew that picks this stuff up is paid by the service charge, so it's not coming out of NCL's pocket. And under Del Rio's model we'll be paying $$$ anyway.

[mking8288]

Exactly.

+1

Part of the problem is that NCL continued choosing NOT to communicate with the customers directly, not then and not now. Whether they expect us to leave the plates, cups & dishes inside the tiny staterooms they designed for the steerage class or outside the hallway, and call RS to pick them (in a reasonable time frame) It's like those reminders about time zone/clock changes - most of us will be glad to "dump" the plates, cups & utensils inside the bathroom shower area for the Steward to clear, twice daily, hopefully - how's that for being "passionate" - Mr. Stuart & friends of NCL.

Since NCL choose not to inform the passengers specifically on what to/not to do with "dirty" or (un)finished plates of food, cups & trays, utensils, etc. - then you can expect some to be left inside their huge family balconies while others squeeze 4 into an inside to "dump" them outside their door for easy pickup by the cleaning team.

Oh, wait - aren't we paying a DSC with a modest increase to cover these or shall we expect another extra charge soon for "environmental services" to enhance our onboard experiences.

If part of the problem is the alleged plates, dirty dishes & drink glasses rotting in the hallway unattended for more than 8 to 12 hours, then I strongly believed it is not just a staffing or coverage problem - and, that it is a serious management or supervision issue that the COO should instruct, inform & hold his HD and F&B heads accountable & responsible for immediate remedial actions and compliance.

Some of you probably seen this on the *Away class ships with the long & narrow corridors, that RS delivery of those special treats are done by the crew using mobile service carts, with the covered goodies stacked on top of each other - there is no reason for the plates & cups to be picke up individually by hand to be walked back into the service area with elevators, etc. for transport to cleaning.

Bottomline, it's really all about Feestyle Cruising, without the "r" and if only fools & the blind would believe otherwise - next time, I suggest listen to your customers first & have a few more focus groups. TA might be your best partners and they don't pay your invoices, we - the customers do and once we are off the ship this/next time as "captive audience" we got more choices - and, trust me on this one ... we have been looking, and, surprises are coming. Don't need anyone else to tell us what to do with our vacation dollars and where to spend it - the partnership isn't a simple two-way ones.

Edited May 12, 2015 by mking8288

[maywell]

The crew that picks this stuff up is paid by the service charge, so it's not coming out of NCL's pocket. And under Del Rio's model we'll be paying $$$ anyway.

With the new food restriction policy and room service fee - are sure about that now? Just saying....

[bladeguy]

Although I believe Frank Del Rio made a poor choice of words during the recent conference call when he referred to his loyal customers as "captive", adding fuel to an already heated discussion, my opinion of the new "no meals leave a restaurant" is that it is now needed. The amount of plates with partially eaten food on them in the corridors has been increasing significantly. This makes it very hard for people with mobility issues to safely walk in these corridors especially on the newer ships with narrower corridors. Folks with scooters and wheel chairs face an almost impossible task with getting around.

 

True, NCL can add staff to clear this mess, but at what cost? Most of the housekeeping staff is sleeping late at night after an already very long work day, so any staff to remove these dishes would be incremental. In addition to the mess, eating improperly stored food that has not been reheated is dangerous. There is plenty of freshly prepared food available on the ship. I understand snacks can be brought back and that buffet food can be consumed on the pool deck, so no one has taken these away.

 

I do feel that NCL needs to improve communication with its loyal customers. Getting out front and letting the customers know why there will be a change would be a better way to go. In addition, get Frank Del Rio some help with his poor choices of words. A good media training program might save him from getting fired.

Edited May 12, 2015 by bladeguy

[sparks1093]

With the new food restriction policy and room service fee - are sure about that now? Just saying....

 

Yes. The room service fee goes to NCL and the food restriction is designed to increase demand for room service.

[3XX1XY]

Wow. These sounds like some serious staff issues!

 

Do crew *really* look the other way when guests blatantly break rules by eating in pools and do crew *really* ignore plates outside of cabin doors for days on end?

 

If these things are true, maybe Del Rio should be focusing on staff competency!!!

 

It's pretty simple math to figure out that for several crew members to canvass *every* area of the ship for something like plates and garbage (especially in areas where they really shouldn't have to) several times a day it would take quite a few man hours especially when you include in there the quantity of trash they need to cart around and the number of trips they need to make back to deposit trash and plates. The ships are large and have lots and lots of places accessible only by this door, or that set of stairs, really it's sort of a logistical nightmare. Some staff ignore it while others dont. I mean, they don't exactly enforce the pool chair policy, do they? When it's busy I've seen staff members tell people to get their food and drinks the eff out of the jacuzzi. But at night or when the ship is in port? Not so much, there aren't that many staff members around.

 

(And 3XX don't be daft. No, cruises are not all inclusive, however food - and the dishes and cleanup that goes along with said food - IS included, and is therefore, the responsibility of the cruise line. Stateroom attendants have a procedure for removing dishes/glasses from inside cabins and that procedure can easily be expanded to remove dishes/glasses from outside cabins. Oh, and open ship areas should ALWAYS be monitored for cleanliness - 24/7!!!)

ooh that's nice lets call names!

 

I mean, how many staff do you think they have? NCL is not a luxury cruise! It's like rock bottom dollar for a vacation and it includes food! IT's not a luxury vacation where every whim is satisfied and every need cared for. I would argue that clean up is only included in the designated eating areas where the included food is served or for those ordering room service- which is pretty much what NCL is now trying to enforce. I'd rather have good service in the MDR than have 20 extra staff members designated to play "plate hunt" on deck and in the hallways and cabins. The few times we brought something out of the buffet I made my kids bring their dishes back to the buffet. It wasn't hard and it's most definately the right thing to do.

 

I'd argue that yes keeping the ship clean is definately the job of the cruiseline with in reason and of late, the amount of trash left around by thoughtless people has become unreasonable.

 

IMO leaving plates of food where ever you want is akin to going to the mall food court and then walking away with your food to eat it elsewhere... maybe the food court is crowded so you find a bench somewhere. Then, when done, ooooh it's too hard to walk the tray back to the food court... so... well... Let's just put it here on the ground. Right here. In the middle of the mall. Don't worry... someone will come clean it up. Right? And now... what if everyone did that just because it's nicer to eat near the fountain rather than in the crowded food court?

 

IMO, when on a cruise ship ,plates do not belong in a hallway. As mentioned, a cruise ship is not a hotel. A hotel typically does not have children and guests walking back and forth outside the room all day.

 

When someone orders room service, a steward/stewardess should go back to your cabin and remove the plates. It sounds like this is something that needs to be done on NCL rather than recommending that the hallways be used as a trash can. If someone is insistent upon carrying food to their cabin, it should remain inside until the next time your cabin is cleaned (or, perhaps you should take it back to the restaurant you took from).

 

It may help to remember that all cruise lines have rules. If the rules on NCL are so upsetting, it behooves you to move to another cruise line. Also, it is easy to say that the crew should be running around picking up the trash you leave everywhere but extra crew members cost $$$. If NCL has to pay $$$, you end up paying $$$. Ordering room service six times a day, leaving food remains around the ship, etc. requires extra staff.

 

The new rules seem better than the alternative which is keeping room service free, letting adults and children walk around the ship with food - leaving plates/trash everywhere. Then NCL could raise their fares by 10% and you won't have to put up with the new rules.

 

A-MEN.

[Wendy&Grumpy]

Does it or does it not also coincide with the fact that people can no longer eat food all over the ship? Your post doesn't negate mine, although as usual I'm sure that was your lackluster intent.

 

Are you aware which came first?

 

(And no, I'm not referring to your lame attempt at an insult, those come regularly. :rolleyes: )

[cacj]

..., my opinion of the new "no meals leave a restaurant" is that it is now needed. The amount of plates with partially eaten food on them in the corridors has been increasing significantly. This makes it very hard for people with mobility issues to safely walk in these corridors especially on the newer ships with narrower corridors. Folks with scooters and wheel chairs face an almost impossible task with getting around.

 

 

 

Are the lack of clean up that has "increased significantly" a bit suspiciously timed? Is the sudden increase used to show the "logic" for the rule?

 

Do you think that the $7.95 fee will stop folks from putting dishes out in the hall once they have eaten the fee-delivered items? Won't the staff still have to pick up the plates at some point?

 

While we agree, plates in the hall are hazards, we do not think the rule will stop the plates from appearing. Even when folks pay the $7.95 fee for room service.

 

It isn't just a question of a poor word misspoken by the CEO...the truth has been told in a way that says we are not anything to him but pockets to be dipped into.

 

The other thing is he said social media is not worth anything to be considered. Yet, on every cruise there is a Meet and Greet for CC members...a social media family...and the staff there tell us that they value our input and take it seriously. If social media is to be discarded so easily by the CEO, why bother to offer the personal touch of the M&G?

[Wendy&Grumpy]

You may be passionate Mr. Stewart, but a bit misguided perhaps? You don't seem to see the passion on these boards for having an experience of cruising that treats the guest like a guest, not a captive with pockets lined in gold. You don't seem to understand that each guest has a unique need. Or perhaps you do, and your CEO sees the need as a perfect opportunity for "rationalizing" the new changes.

 

He made it clear with his soda story that he believes guests will pay whatever price he sets to get their unique needs met. In his mind, if guests "need" food in their rooms, they will pay his price.

 

He seems to be forgetting, though, that there are other cruise lines willing to meet those unique needs, without the added fees.

[LrgPizza]

Are you aware which came first?

 

(And no, I'm not referring to your lame attempt at an insult, those come regularly. :rolleyes: )

No. I wasn't in the meeting rooms when these ideas were first presented and discussed and subsequently decided upon. I know which one was discussed first on CC, and which policies went into effect first, if that info would help you.

 

I'm not sure why you just can't admit that having pizza delivered all over the ship would go against the new "no food other than in dining rooms" idea. I'm not saying it's the only reason or first reason. It might or might not be, but that is irrelevant. I'm just saying that the fact that it isn't allowed is congruous with the new policy. I'm not sure what you are trying to argue here, but you always manage.

Edited May 12, 2015 by LrgPizza

[NLH Arizona]

The logic of those who enjoy paying extra fees escapes us.

 

Who on here has said that they enjoy paying the extra fees? What people are saying is that they have no issues paying it for a couple of reasons. One, they don't use the services and two, they feel that they are still getting the value they expect from their cruises even paying these fees. If would bet if NCL had asked everyone on here if they should charge these fees, everyone one would have voted no because no one enjoys paying more, but since it was not our decision we can either live with them, complain about them, cancel cruises or not book any more. Edited May 12, 2015 by NLH Arizona

[Cruise4Real]

He made it clear with his soda story that he believes guests will pay whatever price he sets to get their unique needs met. In his mind, if guests "need" food in their rooms, they will pay his price.

 

He seems to be forgetting, though, that there are other cruise lines willing to meet those unique needs, without the added fees.

 

Does it really matter what Del Rio says? At the same time he was saying his "guests" are nothing more than sheep to be shorn, he was also forgetting that while he obviously DID want to charge for a crust of toast and a cup of coffee through room service, and tried to, somebody below his pay grade changed it back to free continental breakfast during morning hours, WEEKS AGO.

 

What can you say about this "captain of industry" who is apparently CLUELESS about what's actually happening on board "his" ships?!

 

Make no mistake, once Del Rio realizes that the peons are still enjoying coffee and Danish on "his" balconies, he'll be barking at your free continental breakfast, again.

 

Either that or when investors realize that he LIED to them, either consciously or through cluelessness/stupidity, they may decide to take their dollars elsewhere, too.

 

Running a public company is such a headache. Not only do you have to suck up to your customers, you also have to suck up to your shareholders. Not sure that Del Rio is the right suck up for the job.

[Wendy&Grumpy]

No. I wasn't in the meeting rooms when these ideas were first presented and discussed and subsequently decided upon. I know which one was discussed first on CC, and which policies went into effect first, if that info would help you.

 

I'm not sure why you just can't admit that having pizza delivered all over the ship would go against the new "no food other than in dining rooms" idea. I'm not saying it's the only reason or first reason. It might or might not be, but that is irrelevant. I'm just saying that the fact that it isn't allowed is congruous with the new policy. I'm not sure what you are trying to argue here, but you always manage.

 

I am also aware which was discussed first. The $7.95 room service fee. Which was followed quickly by the to-go ban and the end of the 24/7 pizza.

 

Anyone can write up a good cover story for events that have already taken place.

 

Kinda like you've tried to do with your "as usual" insinuations about how I "always" try to argue... when all I did was ask a question! :rolleyes:

[NLH Arizona]

Are the lack of clean up that has "increased significantly" a bit suspiciously timed? Is the sudden increase used to show the "logic" for the rule?

 

I cruised in November, prior to any talk about any new rules, and there were plenty of plates in the hallways then and, as I said, many of them not covered with room service plate covers.

[LrgPizza]

nevermind.

Edited May 12, 2015 by LrgPizza

[maywell]

Yes. The room service fee goes to NCL and the food restriction is designed to increase demand for room service.

Yes, the cost is pass on the passengers that orders and NCL reaps the profits but the restricts to increase the demand for room service? Nah, depending on whom it affects /bothers - too many places to eat onboard to bother ordering from room service (for me anyway). Seems more like room service fee pretty much put people who abuse it on a diet (those order too much and even finish the food, thus leaving it outside their door) and to think twice about using it-that's my opinion.

Edited May 12, 2015 by maywell

[sparks1093]

Yes, the cost is pass on the passengers that orders and NCL reaps the profits but the restricts to increase the demand for room service? Nah, depending on whom it affects /bothers - too many places to eat onboard to bother ordering from room service (for me anyway). Seems more like room service fee pretty much put people who abuse it on a diet (those order too much and even finish the food, thus leaving it outside their door) and to think twice about using it-that's my opinion.

 

Everyone is entitled to an opinion of course but first they instituted the $7.95 room service charge (Del Rio saw that cow that needed to be milked) and then they restricted food being taken from restaurants to thwart those whose workaround was to avoid room service and bring the food back themselves. The two go together like a hand and glove. (So maybe "increase demand" wasn't the exact term that I was looking for but the rain has stopped and the sun shining outside my window distracted me.:))