Reflection Luminae - Anticipation met with Disappointment!

[Jim_Iain]

I am currently sailing on Reflection October 23 TransAtlantic and have been anticipating experiencing Luminae since it was first announced. We always travel in an upper suite and are sailing in a Signature suite. To put thing into perspective, last year we dined in Opus on Equinox and found it the best food and service we have ever experienced.

 

We arrived onboard Reflections around noon and were invited to an embarkation lunch in the beautiful Luminae. After reading all the reviews I was excited to try the Hamburger. As has been reported by others it was excellent and I really enjoyed it. We were asked about our dining time preference and booked 8:30 for the entire cruise.

 

Full of excitement we went to dinner on the first night and was met by the most confused, disorganized calamity I have ever experienced on a Celebrity ship. We had to wait 15 minutes to be seated and once seated waited 10 minutes to even be acknowledged. Getting the Sommelier to take our wine order an even pay our bill was a challenge indeed. When we noticed the table next to our send back his steak for a third time we knew that the experience was not unique. The experience on the first evening was the worst dining experience we have ever experienced on Celebrity and I dare say the Ocean View on a crowded afternoon might have been an improvement.

 

The second evening was the Senior Officer’s Cocktail party in Michael’s club. Maritza, the Captain’s Club hostess was already aware of the previous evening’s failures and was wonderful in putting plans in place to make sure things would go smoothly in the future. I cannot say enough about how engaging and professional Maritza is and unfailing desire to make sure our vacation is what we dreamed of.

 

Niyazi Korkmaz, Hotel Director asked us how our dinner was the previous evening in Luminae and we were very open with him about our experience. He apologized and assured us thing would be improved. Within minutes Srdjan Prastalo, Food and Beverage Director appeared and discussed the failings of the previous night. He also assured us the first night was a disaster and wanted us to give them a second chance. Maritza was wonderful and insisted on escorting us and another couple with a similar experience to Luminae to make sure everything was in order. We had a wonderful evening.

I’m somewhat surprised that after 5 days the Asst Maitre D is still asking each guest their room number when greeting. I’m wondering if this experience is due to the extra number of suite guests on Reflections.

 

Last evening was again a disaster and we waited for 15 minutes in the lobby for a table. The problem seems to be that a large number of guests are arriving without reservations and they are giving the table of those with reservations. Captain Peppas stopped by to ask why we were waiting and we were very open with him. He had a word with the Assistant Maitre D and we were seated after another 5 minutes. To our surprise there were about a half dozen tables that were open but not setup. We had a sit down with Leon, the Maitre D, he agreed they should never be giving away tables for those with reservations and that we would not have any further problems. We have put all this behind us and hoping for a better Luminae experience.

 

On the brighter side, I would have to say the wait staff have been impeccable in execution of dinner service and they consistently go out of their way to make your dining experience enjoyable.

[chemmo]

So sorry this has happened. We were on Equinox the week Luminae opened and there were no service issues at all! The only time we ever saw anyone waiting for a table was at about 7.30pm when a couple chose to wait until a window table was available rather than have a table mid room.

 

Two possible explanations spring to mind..

 

Have they had a recent big staff changeover? There is nothing like having staff shake ups to wreck good service.

 

The other thing I was wondering is if there are many children on board. Most suites take up to four guests...that would quickly fill Luminae.

 

Hope things now improve, let us know how you get on!

[Dakkar]

I am currently sailing on Reflection October 23 TransAtlantic and have been anticipating experiencing Luminae since it was first announced. We always travel in an upper suite and are sailing in a Signature suite. To put thing into perspective, last year we dined in Opus on Equinox and found it the best food and service we have ever experienced.

 

We arrived onboard Reflections around noon and were invited to an embarkation lunch in the beautiful Luminae. After reading all the reviews I was excited to try the Hamburger. As has been reported by others it was excellent and I really enjoyed it. We were asked about our dining time preference and booked 8:30 for the entire cruise.

 

Full of excitement we went to dinner on the first night and was met by the most confused, disorganized calamity I have ever experienced on a Celebrity ship. We had to wait 15 minutes to be seated and once seated waited 10 minutes to even be acknowledged. Getting the Sommelier to take our wine order an even pay our bill was a challenge indeed. When we noticed the table next to our send back his steak for a third time we knew that the experience was not unique. The experience on the first evening was the worst dining experience we have ever experienced on Celebrity and I dare say the Ocean View on a crowded afternoon might have been an improvement.

 

The second evening was the Senior Officer’s Cocktail party in Michael’s club. Maritza, the Captain’s Club hostess was already aware of the previous evening’s failures and was wonderful in putting plans in place to make sure things would go smoothly in the future. I cannot say enough about how engaging and professional Maritza is and unfailing desire to make sure our vacation is what we dreamed of.

 

Niyazi Korkmaz, Hotel Director asked us how our dinner was the previous evening in Luminae and we were very open with him about our experience. He apologized and assured us thing would be improved. Within minutes Srdjan Prastalo, Food and Beverage Director appeared and discussed the failings of the previous night. He also assured us the first night was a disaster and wanted us to give them a second chance. Maritza was wonderful and insisted on escorting us and another couple with a similar experience to Luminae to make sure everything was in order. We had a wonderful evening.

I’m somewhat surprised that after 5 days the Asst Maitre D is still asking each guest their room number when greeting. I’m wondering if this experience is due to the extra number of suite guests on Reflections.

 

Last evening was again a disaster and we waited for 15 minutes in the lobby for a table. The problem seems to be that a large number of guests are arriving without reservations and they are giving the table of those with reservations. Captain Peppas stopped by to ask why we were waiting and we were very open with him. He had a word with the Assistant Maitre D and we were seated after another 5 minutes. To our surprise there were about a half dozen tables that were open but not setup. We had a sit down with Leon, the Maitre D, he agreed they should never be giving away tables for those with reservations and that we would not have any further problems. We have put all this behind us and hoping for a better Luminae experience.

 

On the brighter side, I would have to say the wait staff have been impeccable in execution of dinner service and they consistently go out of their way to make your dining experience enjoyable.

 

So sorry you haven't had a good experience! On our Eclipse Cruise last month we had an extraordinary experience at the Luminae.

[Nachosdelux]

We are on Equinox TA and Luminae service below standards, seems slow and a little disorganized. My guess is that the ships get a lot of new staff members at the end of the summer.

[Caribbean Chris]

This does not sound good. We've been looking forward to our first Luminae experience on a Reflection in December.

 

Your comments centered on service. Along with the good lunch burger, has the evening food met your expectations?

 

Come to think of it...The only long wait to be seated and poor service I've ever encountered on Celebrity in recent years was with 8:30 reservations. That time was the only slot we were offered one formal night last year (in Select Dining, pre-Luminae) since our relatives did not want to eat earlier that night. Very annoying evening and the Main Dining Room was way below par after all the standing around waiting for a table.

Edited October 29, 2015 by Caribbean Chris

[ghstudio]

We have been on ships where there has been significant change in dining staff or dining managers and it's often chaos the first night because no one knows who is supposed to do what....or they knew but the new maitre d' changed things so now they are confused. By night 2, they seem to do better.

 

I'm more concerned about the change in meals AGAIN! Celebrity HQ and "Celebrity Cruises" just have just about lost all credibility at this point....it appears that they tell us things and then don't communicate to the ships....or they communicate and assume their instructions are being followed when some apparently just ignore memos from HQ.

 

Personally, I'd fire the head of food and beverages on any ship that didn't serve lunch given that they are ignoring corporate policy...or I'd fire one and the message would travel at light speed to all other ships....if HQ tells you something, follow it. At some point, HQ really has to take a stand and either enforce what they claim to be policy or continue to be embarrassed..and that goes to the top level of management....probably not a good business or personal practice.

[chicagopaul]

OP - I look forward to an update from you in a couple days! I hope the service improves and you can have many enjoyable dinners. We are looking forward to trying the new suite restaurant for the first time at the end of next month, also on the Reflection. I hope they get these issues sorted out!

[Phxazzcruisers]

So sorry to hear this. We have always had great meals and service in Luminae, and are looking forward to our cruise in December. It is absolutely no excuse, but I am hoping that it was due to a staff changeover and they get it straightened out ASAP. We only had to give our Suite number on the first night, and never again. I think they indeed had some training issues on this voyage.

[jagoffee]

I would not think that he restaurant would be large enough to hold a particular table for someone at an exact time unless it was the first wave. What is someone came at 7 or even 6:30 and we're still eating at 8:30 PM.

 

Have you ever been to the Blu on the first night at 8 PM?

 

I will share my experience starting Saturday. It does sound like the food was good.

[Jim_Iain]

Thank you for everyone's words of concern. We are upbeat and looking forward to an improvement. We had read some glowing reviews from the Reflections cruise prior to ours.

 

As far as we can tell there have not been any change in staff in Luminae. The wait staff have given impeccable service and you are offered both the rather limited Luminae menu or anything from the Opus Menu. We have not been able to put a finger on how on two nights Luminae is only half filled and everything runs like clock work and then on the other two nights the Assistant Maître D just stands and looks like a deer in the headlights. I am sure it must be uncomfortable to be stuck at the front desk and not be able to seat guests.

 

The food has been very good. While I am normally a beef eater I have enjoyed some very nicely prepared fish dishes. We have yet to make breakfast but they are serving 3 meals a day on the sea days - Breakfast 8-9:30, Lunch 12-1 and Dinner 6-9:30. This is a very Sea Day intensive Cruise and we have only had one port day with Breakfast from 7:30 - 9:00 and Dinner 6:00 - 9:30.

[Jane2357]

I've no experience yet with Luminae yet but like Select dining it is a contradictory concept. You are allowed to just show up to eat at any time during the open hours - but you can also make a reservation. If I show up at opening time and am seated, but you have a reservation for that table 2 hours later - and I'm finished in an hour - is that table best used empty and making a non- reservation person wait? I know I'm in the minority but if they did away with reservations and went to first come first seated - it seems like it would be easier.

 

We'll be in Luminae for Panama Canal and I will not want to be tied down to a set time - so if they ask us for a dining preference - I'll be telling them "when I'm hungry" :o Hope they get it sorted out for you - smooth sailings. :)

[pantoot]

On Summit the first night was a mess too. From there it was much better.

Maritza is awesome, we were with her on the Millennium a while ago.

[hcat]

Enough tables should be set aside for those with res, and keep some open for walk ins...or make it all res or all walk in...nice to offer choices but only if it can work out well.

[bob278]

Jane and hcat nailed it. The problem is a combination of managing resources (tables) and expectations. No host/hostess wants to face an irate suite guest who can see an empty tabel and say "Sorry. As you do not have a reservation and we have a guest with a reservation coming in ten minutes, youwillhave to wait".

 

Either require reservations or admit that it is, in fact, open seating since that is the effect of actual practice. One potential solution is to go to Michael's Club (for those who have that option) and ask the Concierge to call and see if a table is available. They can get away with holding one for a few minutes if they know that you are on the way. That's what we had to do on the Infinity this past April. About 10 minutes before our reservtion, we had Lennie call and find out if the table was ready or about when to expect it. That worked pretty well.

[need2bespoiled]

Except for the wait, its sounds a bit like our first night in Luminae, though that was the first night it was ever open. Obviously it shouldn't happen, though 15 minutes is not a long time to wait past a reservation in a land based restaurant. Personally, I would go have a drink.

 

Additionally, if another upper level suite guests shows up at say 7:45 or 8:00 and needs the table that would become yous and / or lingers from an earlier seating, the staff are in a tough place. On Reflection it's a little bit more challenging as there are a LOT more suites than any other ship. All the AQ Suites that are now S1s and the 5 extra upper level suites add up. On the first night, everyone would be eager to try Luminae as it is still new to many and greatly anticipated. Maybe the other night just lended itself to a good menu, linger, a less desirable show, so people lingered more, or ??

 

I hope it gets better!

 

Happy sailing,

Jenna

[delondin]

On cunard in the grills,there is a designated table for every grill guest whether they turn up or not during dining hours. I take it luminae is not big enough to do this, which is a shame when the cost is comparable to the grills.

[1982CruzStart]

On the Millie right now and I have been underwhelmed by the food in LUminae. Wine Service was slow on our first night and we had our first course before the wine sommelier even came near us. Since then the service has been great but the food continues to be a disappointment. It is not bad IT JUST DOESN'T LIVE UP TO ALL THE HYPE. (ignore capitals, not intended) I have found it to not be to proper temperature and without a lot of flavor in many cases.

[MizDemeanor]

Awwww, I feel the pain.

 

We have never had a problem in Select, know others have. Never had an issue in Blu, but know others have. Never had an issue in Haven Dining Room and are therefore excited about Reflection and Luminae.

 

I am pleased to understand once seated the service and food have been favorable.

 

Not to be Debbie downer we have had a boatload of issues in MDR seating, Food, Service, maitre'd staff over various sailings.

 

Our only issue with repeating cabin number was once in Blu but that didn't bother us, they knew our name and held us in high regard as we entered. We gave them the pass on the numerics. I can barely remember all my passwords so I didn't mind they could not memorize my cabin number, half the time I don't even remember my cabin number.

 

I hope you have a good sailing the rest of the way and the issues resolve.

[rockdoctor]

We just completed a 14 day cruise on the Equinox. We cannot say enough good things about the dining experience. The service was as slow or as fast as we wanted. They seemed to have a 6 th sense about the experience we wanted. We never made reservation and never waited for a table. We were addressed by name after the first day and as soon as we sat down the Sommalier, Vitor, asked if we wanted our regular libation. We expressed a desire for more vegetables than on the menu and every night we had extra steamed veggies, cooked to perfection. Sorry your experience was subpar.

[TxnAquarian]

We are currently on the Solstice in the South Pacific. Luminae has been outstanding everyday, as it was on Infinity back in June. They only asked for our room number the first couple of nights. After that, they have greeted us by name each time we arrive. They also ask us if we would like a reservation for the next night. We haven't had any problems getting seated, but I have wondered how they operate on a reservations and walk-in basis simultaneously. So sorry that your experience has been disappointing. It's so frustrating to look forward to something and have it not live up to expectations. I'm sure your open dialogue with the staff about the problems will help them to get things organized. Hope you're enjoying the rest of your cruise!

 

 

Michael

[Jim_Iain]

I am happy to reply that things have improved dramatically and Luminae seems to be running much more smoothly. Maritza, Michael's Concierge, grabbed the ball and proactively began checking to make sure our table was available and insists to escort us to the restaurant.

 

The food has consistently been good but the menu seems to repeat certain items. Last night was the second formal night and they had Lobster, Veal Chop and Chateaubriand - All got great reviews. Desert was wonderful and extra chocolate goodies were served from the chocolate art.

 

The lunch menu is fairly limited and repetitive but the food is nicely prepared. We often stop in just for a bowl of soup. The Hamburger's and Lamb burger's are as good as has been reported but much larger than I can consume. We have been told that the Steak Cob Salad is great - but with a 10 ounce filet it is just too much for us to tackle at lunch.

 

The service has consistently been excellent.

[chemmo]

I am happy to reply that things have improved dramatically and Luminae seems to be running much more smoothly. Maritza, Michael's Concierge, grabbed the ball and proactively began checking to make sure our table was available and insists to escort us to the restaurant.

 

The food has consistently been good but the menu seems to repeat certain items. Last night was the second formal night and they had Lobster, Veal Chop and Chateaubriand - All got great reviews. Desert was wonderful and extra chocolate goodies were served from the chocolate art.

 

The lunch menu is fairly limited and repetitive but the food is nicely prepared. We often stop in just for a bowl of soup. The Hamburger's and Lamb burger's are as good as has been reported but much larger than I can consume. We have been told that the Steak Cob Salad is great - but with a 10 ounce filet it is just too much for us to tackle at lunch.

 

The service has consistently been excellent.

 

So glad things have improved for you.

 

We have found the bonus of Michael's Club a real treat on our last few cruises. Having a conceirge who will just make things happen and happen fast means you can relax and get on with cruising!

 

Enjoy the rest of your cruise! Please keep us updated with your news!

[shipshape sam]

Jane and hcat nailed it. The problem is a combination of managing resources (tables) and expectations. No host/hostess wants to face an irate suite guest who can see an empty tabel and say "Sorry. As you do not have a reservation and we have a guest with a reservation coming in ten minutes, youwillhave to wait".

 

Either require reservations or admit that it is, in fact, open seating since that is the effect of actual practice. One potential solution is to go to Michael's Club (for those who have that option) and ask the Concierge to call and see if a table is available. They can get away with holding one for a few minutes if they know that you are on the way. That's what we had to do on the Infinity this past April. About 10 minutes before our reservtion, we had Lennie call and find out if the table was ready or about when to expect it. That worked pretty well.

 

Your idea about calling to see if a table is or will become available seems like a smart and reasonable response to the situation. It is what I would try to do!

 

I, for one, would not like to have a reservation and arrive to find a walk up took that slot/table.

 

I know that when we dine, especially by ourselves, we still take an hour to 1 1/2 hours, thus you would think that Celebrity would know what this timeframe is and deal with it. I have no problem also, even without a reservation, of showing up/calling to make one if a table is not shortly available and assuming Celebrity is following a timeline of tables being engaged for 1 1/2 hours once seated that I might have an 1 1/2 hour wait worst case using my timeframes.

 

Based on above, I would not just show up unless I am prepared to wait. I would look to make at least a daily reservation sometime early in day, especially on a sea day.

Edited October 31, 2015 by shipshape sam

[Moobaby214]

Sorry to hear about your experiences the first few nights. That was definitely not what we had experienced on the Silhouette.

 

OP: Please tell Maritza that Aaron and Robert say hello and wish her well :D

[Kevnzworld]

I just exited a Seabourn transatlantic, where the food was really good and the lunches great.

I'm undecided about whether to keep my Reflection transatlantic booking in the spring.

The repetitive and limited lunch, combined with the early breakfast closing in Luminae is disappointing.

This review doesn't give me much confidence. I've experienced Luminae once on the Eclipse, and I thought the dinners were good.