Would you make a complaint?

[Heather1972]

I wouldn't be cleaning up someone else's poopoo mess. I'd be calling guest services.

[cmdchiefthom]

I'm kind of curious to know if the OP, once escorted to the Haven, failed to wait until the Concierge announced the rooms were ready for occupancy? It's been my experience that we drop off our carry on luggage in the Haven, have a slider or two, perhaps take a walk around the ship, then check back with the Concierge to see if our stateroom was ready! I'm not reading that this happened in this case.:confused:

[newmexicoNita]

I'm currently on the Breakaway, early morning day two. I'm in a 2 bedroom suite and have sailed quite a few times in this category.

 

I've never had an issue with a room steward but this trip I do. When I walked into my room yesterday it was filthy....BOTH toilets had enough feces in it that it was clearly never even looked at to clean, there was a used SHARPS CONTAINER in the bathroom! no toilet paper on holders, no hand towels and the bath towels were stiff and wrinkled and because of the state of the room made me wonder if they were used and just put back up?!

 

 

Ugh, I'm so disappointed because I know this is not the norm. My question is, if I make a complaint to whom? Guest services, concierge? My biggest worry is that if I complain about this room steward, he then will be entering my room for the next 6 days and, well would you feel comfortable with that?

 

 

I always bring hydrogen peroxide wipes and wipe down the surfaces in the room anyway for some "extra" cleaning, but this time I LITERALLY cleaned my room.

 

 

I really didn't want this to be a damper on the start of my vacation but since its 5am and I'm asking for some advice on CC, I'd say I clearly can't let this go yet!

I would go directly to the Hotel manager; don't settle for anyone less!!!!!:loudcry::(:mad:

[Maraprince]

Day 2 of the sailing, we had a situation where it was the first formal night (when they still had them!) and the room steward (female) knocked on our mini suite door at 5 PM wanting to make up the cabin. First time all day! I had to refuse since my cabin mate was showering at the time. We had heard that NCL was cutting back, but this was not acceptable.

 

We left our cabin around 6 PM and did not return until 1:30 AM. Our cabin had not been cleaned or serviced the entire day. No one came in after breakfast or before we started to get ready for the evening. We had no dry towels to use. I placed a call to Housekeeping who immediately came and provided us with clean towels to use for the morning. We did not ask for anything else and felt that we had been out of our cabin enough hours that the cabin steward could have just left us clean towels at the minimum.

 

After the call to Housekeeping, our cabin steward made sure that our cabin was always the last to be serviced even though we were the first cabin in her section. We could often hear her muttering any time we passed her in the hallway.

 

MARAPRINCE

[ColeThornton]

I would go directly to the Hotel manager; don't settle for anyone less!!!!!:loudcry::(:mad:

 

 

No. If you have a problem take care of it at the first resolution tier available. Use their "chain of command" and allow the worker bees to fix the error. They will take care of it, their job depends on. Ship happens. Allow them to fix it.

[Zeno]

To answer the initial question:

I would have complained immediately to the Housekeeping Manager and I would have expected immediate action. I would most certainly NOT have cleaned it up myself. This is NOT something one waits around to complain about .

[boopsahoy]

You haven't spoken to guest services or the steward? Wait. So you boarded yesterday, found your room filthy, cleaned up yourself with hydrogen peroxide wipes, stayed in the room, slept in the bed, used the bathroom (and towels). Why would you sleep in that bed knowing the rest of the room wasn't cleaned? You suspected the towels were used & just left kept using them? Now that I've recapped do you understand why people think your story isn't real?

 

First thing I would have done would be talk to the room steward and if nothing corrected then the concierge or guest services.

 

Eww you slept in that bed? :eek:

 

I would have taken a few pictures of the room, then spoken to the Steward (maybe it was just a bad mistake) and I would have told him I will be back in an hour please have the room spotless. If it wasn't by then I would then go to guest services, with the pictures. I would NEVER have cleaned the room myself!

[newmexicoNita]

No. If you have a problem take care of it at the first resolution tier available. Use their "chain of command" and allow the worker bees to fix the error. They will take care of it, their job depends on. Ship happens. Allow them to fix it.

sorry, I know from past experience when things are really as bad as OP says, guest services isn't the place to complain, the hotel manager is the one that will take action.

[luvtheships]

I'm currently on the Breakaway, early morning day two. I'm in a 2 bedroom suite and have sailed quite a few times in this category.

 

I've never had an issue with a room steward but this trip I do. When I walked into my room yesterday it was filthy....BOTH toilets had enough feces in it that it was clearly never even looked at to clean, there was a used SHARPS CONTAINER in the bathroom! no toilet paper on holders, no hand towels and the bath towels were stiff and wrinkled and because of the state of the room made me wonder if they were used and just put back up?!

 

 

Ugh, I'm so disappointed because I know this is not the norm. My question is, if I make a complaint to whom? Guest services, concierge? My biggest worry is that if I complain about this room steward, he then will be entering my room for the next 6 days and, well would you feel comfortable with that?

 

 

I always bring hydrogen peroxide wipes and wipe down the surfaces in the room anyway for some "extra" cleaning, but this time I LITERALLY cleaned my room.

 

 

I really didn't want this to be a damper on the start of my vacation but since its 5am and I'm asking for some advice on CC, I'd say I clearly can't let this go yet!

 

 

Really you don't know who to call?

 

I'm ok

 

 

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[abe3]

I wouldn't of wasted my time posting on CC while on a cruise. I would of went straight to guest services and even the butler to get the problem resolved. While the problem is resolved I would of unwinded with some nice drinks by the pool.

 

 

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[sfaaa]

. Instead I tried to just clean it myself and move on but it bothered me enough that I put my thoughts down here.

.

 

Why would you do such a thing especially if there's someone else's poop stain in the toilet? Absolutely no way I would put up with this.

[Maraprince]

I'm currently on the Breakaway, early morning day two. I'm in a 2 bedroom suite and have sailed quite a few times in this category.

 

I've never had an issue with a room steward but this trip I do. When I walked into my room yesterday it was filthy....BOTH toilets had enough feces in it that it was clearly never even looked at to clean, there was a used SHARPS CONTAINER in the bathroom! no toilet paper on holders, no hand towels and the bath towels were stiff and wrinkled and because of the state of the room made me wonder if they were used and just put back up?!

 

 

Ugh, I'm so disappointed because I know this is not the norm. My question is, if I make a complaint to whom? Guest services, concierge? My biggest worry is that if I complain about this room steward, he then will be entering my room for the next 6 days and, well would you feel comfortable with that?

 

 

I always bring hydrogen peroxide wipes and wipe down the surfaces in the room anyway for some "extra" cleaning, but this time I LITERALLY cleaned my room.

 

 

I really didn't want this to be a damper on the start of my vacation but since its 5am and I'm asking for some advice on CC, I'd say I clearly can't let this go yet!

 

First off, definitely NOT acceptable. And in the Haven to boot! No Way!!!!!

 

You pay gratituities for your room steward to clean your cabin. You have access to the Conceirge who you could have contacted. I would not even stayed in the cabin one minute!!!! It is completely unsanitary and needs to be addressed pronto. I would have been at Guest Services and stayed there until they agreed to send someone back to the cabin with me to view the situation. I am that rather have other guests hear about your problem, they would have taken the necessary steps. Also, as a courtesy they should have at least sent either a food gift to your cabin or a small room credit for having faced a dirty, unsanitary cabin.

 

MARAPRINCE

[hawkeyetlse]

And for the record, I don't think it's necessarily your steward who has the job of cleaning the cabin you're in.

Curious what you meant by this?

[Weetahbugdotcom]

Curious what you meant by this?

 

 

 

My guess is that she was saying that between sailings, it might not be your steward that flips the room.

 

 

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[Va. Plumber]

I find the original post a little confusing on several levels.

 

You point out that you have sailed in suites times. You presumably paid an insane amount of money for the cruise. As you say this is not the norm.. Under no circumstances would I have cleaned the mess myself.

 

From your experience you should know the chain of command. The butler would be the next person I would talk to. In my limited suite experience (twice), the butler makes an appearance shortly after you arrive in the suite. He should have handled this immediately.

 

The next level would be the concierge. He or she rules the roost in suites.

 

Assuming that the cabin was cleaned prior to the second evening (God forbid) The HD would be in attendance

at the suite cocktail party. Even if it had been cleaned by then, I'm sure they would be very interested in your story.

[NMLady]

I wonder if the room steward somehow forgot to clean that room? I mean it doesn't sound like he was just cutting corners with that much undone. Maybe he started, got called away and forgot to come back. I would not have cleaned it myself, immediately told him, I think you may have forgotten to finish cleaning this room. I would always start with the steward, giving them the benefit of the doubt, before reporting to a higher authority. I would not hesitate to complain to guest services though if need be. It doesn't matter the room category, that is unacceptable, but could have been an honest mistake.

 

This would have been my procedure as well.

[casofilia]

Go to the top immediately. Too late now, you should not have even taken possession of the room. You should have gone to Guest Services, having left someone in the room, and told them you you needed to speak with the Hotel Manager immediately and not taken no for an answer. It could then not be glossed over as it might be if the butler or concierge was involved first. The least that the HM should have done once the room was sorted to your satisfaction would be to change your steward and informed the butler and concierge that you were to be treated in an exemplary way with any further complaint treated most seriously. The HM is in charge and the buck stops with him.

[Moby0215]

My guess is that the cabin wasn't ready.

 

 

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[js]

Since when? We've always had to ask for one from our Steward or GS.

 

 

I just got off the Getaway in a Haven cabin and had a box in there. I just placed it under the sink. I dont need to use it.

 

 

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[spanishguy1970]

I'm currently on the Breakaway, early morning day two. I'm in a 2 bedroom suite and have sailed quite a few times in this category.

 

I've never had an issue with a room steward but this trip I do. When I walked into my room yesterday it was filthy....BOTH toilets had enough feces in it that it was clearly never even looked at to clean, there was a used SHARPS CONTAINER in the bathroom! no toilet paper on holders, no hand towels and the bath towels were stiff and wrinkled and because of the state of the room made me wonder if they were used and just put back up?!

 

 

Ugh, I'm so disappointed because I know this is not the norm. My question is, if I make a complaint to whom? Guest services, concierge? My biggest worry is that if I complain about this room steward, he then will be entering my room for the next 6 days and, well would you feel comfortable with that?

 

 

I always bring hydrogen peroxide wipes and wipe down the surfaces in the room anyway for some "extra" cleaning, but this time I LITERALLY cleaned my room.

 

 

I really didn't want this to be a damper on the start of my vacation but since its 5am and I'm asking for some advice on CC, I'd say I clearly can't let this go yet!

 

We once had a problem with our Steward. We were on a 28 day cruise and our first steward was a GEM, he was on point, always asking us what we needed. Unfortunately, he was going home and he was replaced by a woman who was a disaster. We kept asking her to do things, like make the beds, clean the bathroom and sometimes she finished around 3pm. Yes, you heard it right 3pm, almost everyday. We began by calling her CABINA because we never learned her name, her English was very limited and in all honesty i don't know how she got hired. It got so bad that we complained to guest services and they sent Housekeeping manager, it was never resolved although they tried and tried, it did not affect us enjoying our cruise but it did make it more uncomfortable. Thankfully we have never had another problem with our steward since then :cool:

[DMH15]

I find the original post a little confusing on several levels.

 

You point out that you have sailed in suites times. You presumably paid an insane amount of money for the cruise. As you say this is not the norm.. Under no circumstances would I have cleaned the mess myself.

 

From your experience you should know the chain of command. The butler would be the next person I would talk to. In my limited suite experience (twice), the butler makes an appearance shortly after you arrive in the suite. He should have handled this immediately.

 

The next level would be the concierge. He or she rules the roost in suites.

 

Assuming that the cabin was cleaned prior to the second evening (God forbid) The HD would be in attendance

at the suite cocktail party. Even if it had been cleaned by then, I'm sure they would be very interested in your story.

 

 

I was about to post pretty much what you said.

 

First, everyone deserves a clean cabin from the GV to the studio. But if you are in the Haven or any suite on NCL you have additional staff.

 

We were on Epic 2 weeks ago in an owner's suite. Our stewardess, Bianca was excellent. Our butler, Maxi was as well. He told me "we're a team".

 

Since the butler's phone number is programmed into the suite phone, I would have called him and explained. Likely, he would have contacted the sreward immediately.

 

Next, if need be, the Concierge. Finally, the Hotel Director. Or their Assistant. We had a non-personnel matter on Epic that we discussed with the Asst. HD and she was very cooperative.

 

 

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[triptolemus]

Hopefully OP returns and updates the situation when they've finished cleaning the rest of the cabins in their area.

[Jetlagged787]

hopefully op returns and updates the situation when they've finished cleaning the rest of the cabins in their area.

 

lol. :d

[bbryan5]

No reason at all to complain.. cleaning up other peoples poo sounds like a blast!

 

 

[Love my butler]

Very simple chain of command to address this type of issue. Your absolute first stop is the concierge, since you are in a suite. It is almost certain the concierge will completely resolve the problems. If not, your next step is the executive housekeeper. Your final stop will be the hotel director. Very, very, very rarely will you ever have to move to step 2 and even rarer to use step 3. That just doesn't happen when you are a VIP suite guest.

 

P.S. Don't even bother talking to guest services. Waste of time and energy. Skipping the red tape and wait is exactly why you have the concierge at your disposal.