Island Princess Staff Review

[cruiser babe]

On September 23rd we boarded the Island Princess for our 15-day Hawaiian Cruise. This review is not about the cruise, which was wonderful, but about the staff aboard this magnificent vessel. I’ll give you the good part first. The Cruise Director and his staff are exceptional and created a very happy and fun atmosphere, not one complaint or problem in this department. The staff in the lounges and bar areas were always cheerful and ready to serve you, although they had the incentive to do so as every sale they made had a 15% gratuity automatically included in the bill. Our room steward was pleasant and always had a smile but did no more or less then what his job called for. We even increased his daily tip but still nothing special. Other people who were not even in suites got coffee delivered to their rooms everyday. As we were full suite passengers there were certain room “perks” we were entitled to, after all that is why we paid so much extra to be in a suite. One being dining room menu’s for dinner and lunch which should have been delivered to our suite everyday which we only got when we remembered to ask for them. We never did receive the full breakfast menu to order from to have breakfast in our suite. We only had the limited menu to place on our door. Another was canapés, which we requested to be delivered everyday at 5pm. When it became evident that this was not going to happen we began calling for them everyday until we gave up on it. Our room steward did leave an order form to place on our door handle, which we did, but nothing was ever delivered. So we just gave up on that too. We also requested that the soda in the mini fridge be replaced with diet coke because we did not drink the soda that was supplied. This also was ignored. I found the attitudes of the people in the boutiques to be curt and short. One example: When purchasing liquor to take home there was an elderly gentleman before me making a purchase. He asked the person who was filling his order how he goes about getting his purchase. The cashier was very short and seemed annoyed that the man didn’t know the procedure and very abruptly told him he would get it on the last day of the cruise. The man left not knowing how or where he would get his purchase on the last day of the cruise. Did he pick it up? Would it be delivered? He left annoyed. When we finished our purchase we caught up with him and explained that it would be delivered to his stateroom. He was very grateful for the information and commented that the cashier must be having a bad day. Another example: We purchased a very expensive Lladro and were told to come back the next day to pick it up. This was ok and we went the following day and when we asked to open the box to examine the statue the cashier was very annoyed and let us know she was “put out” by the inconvenience of having to waste her time on this. Sorry, but when spending hundreds of dollars on something that is not returnable if damaged, it is only logical that it should be inspected. This leads us to the tender port services. As a suite passenger you are given priority tender passes. Wonderful you might think! No waiting on long lines, preferential treatment coming your way. Guess again. They are not worth the paper there printed on. There was no staff person to meet you at the designated area to escort you to the tender. Ok maybe we missed him or her because they were escorting some one else. So you proceed to the disembarkation area show your pass and then your told to go to the end of the line and wait like everyone else. So remind me please why we spent thousands more to be in a full suite? Then you are herded onto a tender where they cram in so many people that you are sitting on top of each other. And no apologies for the terrible bumping and knocking into the sides of the ship and piers to where people nearly fell off the seats. These were the worst tender rides we have ever experienced and I have the bruises to prove it. On to the dining room staff and the staff in the Horizon Court. We had anytime dining and we prefer a table for two. You would think we were asking for the moon. We were made to feel like we were the biggest problem of the night; again the lack of hospitality was evident. In the Horizon Court the servers seemed to be unhappy. They did their jobs and that was all. There was only one young lady server who was pleasant and made you feel welcome and if I remember correctly her name was Danielle. She should be in charge of training the rest of the staff. She was the only one who understood she was in a “service business” where the customer is to feel welcome and appreciated for you their business.

We opted for the excursion to the Arizona Memorial. Again problems. Another cruise ship also came into port and got preference to disembark its passengers first. So we had to wait to get started which led to very long lines and a longer wait period at the Memorial. Now this is no way the fault of Princess but again there was no consideration given to the passengers who were inconvenienced. At least Princess could have offered a free soda or drink coupon for the snafu but we didn’t even get an apology. Finally we get to the disastrous disembarkation at the end of the cruise. What a mess! Again through no fault of Princess, two other cruise ships docked before her and created a problem with the customs officers boarding. Things were delayed by two hours. Understandable – stuff happens. The problem again falls on the staff. They let people stand on line from 6am in the morning until 9am when the customs officers began their process. Where was the staff to tell people to go and relax somewhere due to the problem. You couldn’t find a staff member anywhere. Elderly people were getting ill waiting and standing for hours. That is unforgivable.

I don’t know why the staff has this indifferent attitude but it sure makes for an uncomfortable situation. They seem to lack the incentive to please the passengers.

Princess you have major problems and issues to resolve. If you continue to run a business like this where you don’t give a damn about your customers before long you won’t have any customers. We are two people who will never take another Princess cruise.

[LARGIN]

Sorry your cruise experience was not up to your expectations....

[bdjam]

I hope you’ve indicated your dissatisfaction to Princess – this is a complete reversal of the excellent attitude, service and quality that I experienced when on Island Princess in April. Unfortunate you weren’t on my cruise.

 

A question about the tender priority – does the priority status mean you don't have to get a tender ticket and wait for your number to be called or does it mean that you are put at the head of the line for the actual tender? I'm not sure which. It’s unfortunate that the local seas were rough and the tender boarding made difficult – again last April we had no such issues. It was calm enough so that we were able to climb up and sit on the roof of the tender – great view!

[TorontoTL]

It seems that the service can be very spotty. One hears about great service and poor service. It seems to me that the staff aren't all great. Princess does need to do something to maintain a consistently great attitude in their staff. We shouldn't be hearing reports like this as often as we do. The other issue here of course is that the extra amenities and services that are supposed to be automatically given to suite pax and Elite pax aren't always happening as they should. Princess really needs to ensure that if they're going to advertise services that their staff are fully aware of these services and provide them as advertised. More effort is required there by Princess.

[coiran]

I hope you’ve indicated your dissatisfaction to Princess – this is a complete reversal of the excellent attitude, service and quality that I experienced when on Island Princess in April. Unfortunate you weren’t on my cruise.

 

A question about the tender priority – does the priority status mean you don't have to get a tender ticket and wait for your number to be called or does it mean that you are put at the head of the line for the actual tender? I'm not sure which. It’s unfortunate that the local seas were rough and the tender boarding made difficult – again last April we had no such issues. It was calm enough so that we were able to climb up and sit on the roof of the tender – great view!

 

I think bdjam is correct on the tender priority - it does not mean you can go to the head of the line - it allows you to get in line without having to get a tender pass and wait till your color is called. At least that's how I understand it. A whole bubch of people waving there black cards or suite cards trying to push there way to the head of the line would not go over very big. Also, looking at the Princess website regarding suite amenities, it doesn't mantion anything about priority tendering - I believe, but could be wrong, this is a new "elite" perk.

 

Ron

[kryos]

A question about the tender priority – does the priority status mean you don't have to get a tender ticket and wait for your number to be called or does it mean that you are put at the head of the line for the actual tender? I'm not sure which.

I don't understand this either. I was under the impression that priority tendering merely meant that you didn't need to go to the lounge and get a tender ticket. This benefit alone can be a big time saver since the lounge doors usually won't even open for the distribution of tender tickets until all ship excursions are off. This could mean a full hour between when the tenders start running and when someone without priority tendering can get off the ship.

 

I would assume that suite passengers would get in line just like everyone else for the tenders, but someone without the priority tender boarding (say, someone not staying in a suite) would not be told to get in the back of the line; rather, they'd be told that they had to go back to the lounge and get a ticket. Back to the lounge ... lounge not open yet ... wait ... wait ... wait. Too bad if you have an early, non-Princess excursion.

 

Blue skies ...

 

--rita

[coiran]

I don't understand this either. I was under the impression that priority tendering merely meant that you didn't need to go to the lounge and get a tender ticket. This benefit alone can be a big time saver since the lounge doors usually won't even open for the distribution of tender tickets until all ship excursions are off. This could mean a full hour between when the tenders start running and when someone without priority tendering can get off the ship.

 

I would assume that suite passengers would get in line just like everyone else for the tenders, but someone without the priority tender boarding (say, someone not staying in a suite) would not be told to get in the back of the line; rather, they'd be told that they had to go back to the lounge and get a ticket. Back to the lounge ... lounge not open yet ... wait ... wait ... wait. Too bad if you have an early, non-Princess excursion.

 

Blue skies ...

 

--rita

 

I think this is correct. Anyway - we will be on our first elite status cruise next week - I'll find out and report back.

 

Ron

[LARGIN]

I think this is correct. Anyway - we will be on our first elite status cruise next week - I'll find out and report back.

 

Ron

 

Ron.. I would be interested in this also as next May will be my first Elite cruise.. I thought that it meant you go to the hed of the line...

[coiran]

Ron.. I would be interested in this also as next May will be my first Elite cruise.. I thought that it meant you go to the hed of the line...

 

Hey Lar

They don't explain too well - I think, though, that if you started walking by everyone in the line waving your black card it might result in a black eye - anyway, I shall report back - if my fingers don't get broken whilst waving my shiny new black card around.

Ron

[suziehmkr]

And no apologies for the terrible bumping and knocking into the sides of the ship and piers to where people nearly fell off the seats. These were the worst tender rides we have ever experienced and I have the bruises to prove it.

I am sorry that you weren't happy with the service you received. I am not sure why you would want an apology for a rough tender ride. I believe you were sailing in on the tail end of Hurricane Kenneth (and even another one after that) and the seas were very rough around the islands... some people didn't even get to tender off of other ships. The cruiseline cannot control rough seas, other than tell you that they are not allowing tendering. And I am sure you would not have been happy with this at all.

 

And as far as the rest of the service, it appears that you weren't happy with much of it. Did you take your concerns up politely with the purser's desk, maitre'd or anyone else that might have been in charge so they would have the chance to make it right? Or were they expected to read your mind and know that you were unhappy? As I tell my own customers & group members, "I can fix something if I don't know if there is a problem." And apparently you had many to share with ship management.

[KreinKrunker]

Originally Posted:

"Then you are herded onto a tender where they cram in so many people that you are sitting on top of each other. And no apologies for the terrible bumping and knocking into the sides of the ship and piers to where people nearly fell off the seats. These were the worst tender rides we have ever experienced and I have the bruises to prove it."

 

I couldn't let this one go by, but how do you reply to rough seas?

[bdjam]

We shouldn't be hearing reports like this as often as we do.

I always remember the old Customer Service phrase – this from the days before internet and message boards – people who complain will tell 20, people who are happy will tell 2. Complaints just naturally get spread around.

One thing to remember as well is that most of the people who work on these ships are from other countries – there are cultural and language differences that might need to be over come. What might be considered rude by North Americans might not be given another thought by others. I think often time misunderstands happen because of this.

As I say, Island Princess was a brilliant ship with a brilliant crew when I was on board…

[cruiser babe]

I will try and clarify portions of my review of the poor service that have been noted above.

 

1- regarding tender passes - we were given two passes for the duration of the cruise with instructions to go to the crooners lounge where we will be escorted to the tender avoiding the long lines.

 

We are NOT the type of people to huff and puff and create a scene. We would NEVER barge to the front of a line nor would we wave a pass demanding special attention just because we were in a suite.

 

2- regarding the rough tender ride - No one can control rough seas and I am not blaming them nor asking for an apology for rough seas. My complaint is with the over crowding and jamming people in, to the point where people were not fully seated. This is not safe and shows a total disregard for the passengers. On our tender days the seas were NOT overly rough, as a matter of fact the top level of the tender was completely full. There was the usual bouncing associated with tenders. What was not the usual was the slamming into the ship side and piers with such force that it sounded like the tender was cracking in half and creating a situation where people were nearly thrown on the floor.

 

3- regarding mentioning it to the passenger service desk - We had a meeting with them to discuss the very things I mentioned in my review. I remind you that we are NOT the type of people to go "bonkers" we had a very brief meeting which she listened to our story and told us she would make note of it. That was it. The impression we walked away with was that they don't give a darn.

 

4 - the most important fact - we did not let the poor service and the forfiture of suite amenities dampen our vacation. In spite it all we had a wonderful time. The friends we made on board, the food, the games and entertainment were wonderful. I just wanted to let people know that the service that is advertised for suite passengers should not be anticipated. Princess has some serious problems in that department.

 

5 - I am not a one poster!

[MaryPoppinz]

I cannot feature any scenario under which Princess would permit the tenders to be overfilled. Sometimes they are full to capacity with everyone sitting shoulder-to-shoulder, but they are not putting more than capacity on the tenders and there aren't adults sitting on one another's lap.

[DMorris]

Just curious... if you had a wonderful time, then why would you say you would never cruise Princess again? Service is not what makes or brakes my vacation, like you also said in your 2nd post. If you had a great time then Princess do alot right, just have to fix some areas.

[DMorris]

Sorry double post

[Murphey]

I have to agree with the OP regarding Princess' service regarding perks. IF they are going to advertise them, regardless of Suite or Elite amenities, they should provide what they promised. It is very uncomfortable to have to ask for things that they should "have waiting" for you. I was embarrassed on my last cruise when I asked to have my DH shoes shined for formal night and my cabin steward looked at me like I was nuts! I just let it go, but the point is, the staff and crew should be properly informed.

[Ginneeeeee]

I too was in a full suite. I also had a wonderful time but I agree the service or lack of service was very disturbing to me. I feel that when you are paying the amount that a full suite costs the service should be first rate. I also will not do another princess cruise because of the bad service. We prefer the full suites and we don't complain about the high cost but we do expect what is promised. If I didn't want all the extras I would have gotten a regular cabin.

[calikak]

I'm sorry the OP's experience was less than expected. It sounds like many of the complaints related to their particular cabin steward not following through on some of the suite perks, which is a shame. A good cabin steward who follows through on requests promptly can really make your cruise special, and one who ignores your requests can definitely make you frustrated.

 

Like bdjam, I would suggest that if the OP is still upset (which seems to be the case) after talking to the onboard staff, then a good idea is to write a letter to Princess describing the specific concerns, and also citing the people who did a great job onboard (i.e., the cruise director's staff). A balanced letter, talking about the good and the bad, will probably be taken more seriously and will lead to improvements onboard for all of us. An angry, rambling letter will probably go into the circular file or get a short "Thanks for your input, we look forward to seeing you on your next Princess cruise" type letter that will just make you more angry.

[bdjam]

I feel that when you are paying the amount that a full suite costs the service should be first rate. I also will not do another princess cruise because of the bad service. We prefer the full suites and we don't complain about the high cost but we do expect what is promised.

More information, please… Is this your first full suite on Princess? The amenities and service levels in the full suites on Princess isn’t the same as – for example – Celebrity. I can certainly understand a constructive criticism regarding service that was not delivered as promised, but remember that some of the Princess amenities are “upon request.” It might be possible that the room stewards are waiting for that request. Right or wrong, sometimes it takes a request to set things in motion. Also, it seems that a number of service issues mentioned here are with room service – room service is no longer under the watch of the room steward.

Not all of my room stewards have been exemplary, but they have all been polite, professional and efficient. It’s difficult to understand how so many things can go wrong in suites, where you’d think the most experienced would be working. Perhaps the fact that the room stewards are already overwhelmed – stretching staff seems to be a remedy to lower overall revenue - contributes to their inability to fulfill expanded service requests. Again, the only way Princess will get the message is to write Customer Relations.

[cruiser babe]

Just curious... if you had a wonderful time, then why would you say you would never cruise Princess again? Service is not what makes or brakes my vacation, like you also said in your 2nd post. If you had a great time then Princess do alot right, just have to fix some areas.

 

Because there are many other cruise lines with excellent service and the same amenities and Itineraries. When I'm paying many thousands of dollars for a trip, I don't feel I should have to settle for less.

[bdjam]

Because there are many other cruise lines with excellent service and the same amenities and Itineraries. When I'm paying many thousands of dollars for a trip, I don't feel I should have to settle for less.

I wouldn’t try to convince someone to cruise Princess if they felt the cruise line wasn’t right for them. There are a couple of cruise lines out there I don’t feel are right for me and wouldn’t be pleased if someone pushed me to sail them. But, it doesn’t sound like you’ve taken the right steps to make this situation right. If you feel it’s worth it, you should write to Princess and let them know of your issues – it might help make the experience better for you and would certainly improve things for those who come after you. In any case, there’s not a lot that can be done here to help.

 

I don’t think “getting what you pay for” is an excuse for poor service, but I would think the amount paid for a Princess suite would be less than on some other lines. I’d like to see Princess up their prices a bit so they can support a better level of quality.

[cruiser babe]

I'm sorry if my review of the staff upset some of you, that was not my intent. I wrote the review to inform people who purchase suite accomodations that the service is not as promised and also that some of the staff we had dealings with were less then welcoming. We have already written to Princess Cruise lines with our comments. And no we did not angrily write a harsh letter debasing everything and everyone. I assure you we are quite civilized people with manners and self control. It will be interesting to see if we get a response.

 

We wish you all very happy days and wonderful cruises with calm seas and soft breezes.

 

Caio

[bdjam]

It will be interesting to see if we get a response.

Based on what I’ve seen of Princess Cruises, you most likely will. Sorry it’s your last post – I’m sure I speak for us all when I say we’d like to know the outcome.

[jake165]

Hi Cruiser Babe, This is what happens when you upset the "Cheerleaders" Fair winds and following seas on future cruises........ Cheers Jake