Filed a complaint with guest relations but still want to book more

[Theaden07]

The line fully refunded any shore excursions we had planned

 

 

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[LynnTTT]

We recently had a rough cruise between rough rough seas ( the blood vessels in my eyes broke from lack of sleep I can provide pictures for doubters) rude staff and not receiving perks we paid for. Nonetheless I'm sitting here going in between cc and ncl websites researching my next reservation without receiving a call back to address my issues.

Should I call ncl and tell them I'm prepared to make multiple deposits for future cruises depending on how guest relations handles my past cruise, or do I wait the 3 weeks for a call. For the record I would be a suite or haven guest exclusively would they handle me different with that knowledge.

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If you are that upset about how NCL handled the cruise, why would you consider booking another cruise with them? If you book a cruise that includes some Eastern Caribbean ports and then closer to the date NCL discovers they can't make it and skip that port, are you going to demand compensation?

 

Just pick another cruise line.

[Homosassa]

Just some comments:

 

The ship was caught between Jose and Maria. The effects of these storms on water (wave) conditions extend far beyond the outer reaches of the storm and will cause rough surf long before any wind or rain reaches an area.

 

At the time of the OP's sailing, my sister-in-law was posting pictures of the high waves coming ashore on the south eastern end of Long island.

 

The captain would have wind and surf adversaries to base his decision of route. You probably did have the smoothest water that was available.

 

Second, become aware of the differences that cabin location on the ship makes on feeling the effects of rough seas. If one is going to book high decks that are forward or aft, one is going to feel more motion than someone in a cabin low and amidships.

 

The Haven location is probably the worst location to be in any sea conditions that are rougher than a bath tub full of water. Book low down and amidships to minimize the motion of a ship in the future.

 

As far as requesting a specific food item, it is always possible that although the food item may be listed on a pre-printed list, the ship simply may not have recent its shipment or received a limited supply. Keep in mind that Hurricanes Harvey and Irma interrupted shipping routines throughout the country (yes, blah, blah, blah Boston!) but the ripples effects are very similar to the effects of the storm on surf conditions. Did you ask if there was a supply problem for the apple juice?

 

In any case, NCL may feel that it owns you credit for the cancelled excursions and that amount of compensation may be only at the lowest price that NCL would have paid the tour operators for the least expensive tours being offered , i.e.; the "wholesale" price, not the "retail" price you would have paid.

[weltek]

The shore excursion offer was that you would get $50 off of any NCL shore excursion (once per port). If you didn't take any shore excursion...whether because there were no port visits or the excursions weren't offered...then you can't take $50 off of nothing. Since you paid nothing for shore excursions, there is no amount to apply the credit against.

 

I think this is why you didn't get anything comped on board for this specific issue. You and hundreds of others were dealing with this same issue. I'd suspect that compensation that widespread needs to be something that corporate approves and is not at the discretion of staff on the ship. With all the other hurricane chaos at that time, problems were probably prioritized at corporate, and cancelled excursions with remaining OBC was probably somewhere lower on the list. I get your frustration and I suspect you'll get something out of it.

[weltek]

Just some comments: As far as requesting a specific food item, it is always possible that although the food item may be listed on a pre-printed list, the ship simply may not have recent its shipment or received a limited supply. Keep in mind that Hurricanes Harvey and Irma interrupted shipping routines throughout the country (yes, blah, blah, blah Boston!) but the ripples effects are very similar to the effects of the storm on surf conditions. Did you ask if there was a supply problem for the apple juice?

 

Given the OP's description, I suspect the apple juice was just one example of lack of butler service. Enough other people have complained about butler service in the past (but many are still getting great service) that I think there's sometimes just not enough staff to go around or some butlers aren't great at their job and that's on NCL. If weather was bad, everyone was inside and probably wanted things from their butlers, so I can see cutting them some slack in this instance.

[SeaShark]

I think this is why you didn't get anything comped on board for this specific issue. You and hundreds of others were dealing with this same issue. I'd suspect that compensation that widespread needs to be something that corporate approves and is not at the discretion of staff on the ship. With all the other hurricane chaos at that time, problems were probably prioritized at corporate, and cancelled excursions with remaining OBC was probably somewhere lower on the list. I get your frustration and I suspect you'll get something out of it.

 

I'm sorry, but what are you talking about? Reread my post...I wasn't frustrated OR looking for compensation...I wasn't even on the cruise!

[NLH Arizona]

Given the OP's description, I suspect the apple juice was just one example of lack of butler service. Enough other people have complained about butler service in the past (but many are still getting great service) that I think there's sometimes just not enough staff to go around or some butlers aren't great at their job and that's on NCL. If weather was bad, everyone was inside and probably wanted things from their butlers, so I can see cutting them some slack in this instance.

I was on the Dawn last year in an aft-penthouse suite and the Butler service was outstanding, as was the entire crew. I think a lot has to do with expectations. Some folks feel that their Butler should always be at their beck and call and they sometimes forget that they have other guests/cabins that they are responsible for and yes, I think you are correct that because of the weather, they probably got more requests than normal.

[CasinoCruzGirl]

We where in calmer seas then he took off with an announcement from the bridge, I think that's proof. Everyone enjoying bermuda water but far enough for casino to open from 6 until 8 then the captain says Maria is behind us so we are heading back into jose brace for rough seas. I'm sure they record those calls.

 

Something's not right. I was on the breakway to Bermuda. On 9/17. We left Bermuda a day early. While cruising to Bermuda seas were a bit wobbly but nothing terrible. Same thing back. I'm not buying how rough your seas were we were on the same ocean. And yes there were some people seasick it wasn't a big problem people were still out and about. The pools were closed but people were outside. I think one day the outside decks were closed because of wind. And another thing it is not $500 to walk in clinic my friend had an eye issue it was $219 including medicine.

[ColeThornton]

I hope the OP gets a follow up for the medical issue of blood vessels bursting in their eyes from lack of sleep. I've been in many situations involving sleep deprivation and I've never heard of that happening to anyone I know. I am obviously not an M.D. but it seems to me that could be indicative of something like hypertension or diabetes.

 

Just a thought.

[cruiser1955a]

I hope the OP gets a follow up for the medical issue of blood vessels bursting in their eyes from lack of sleep. I've been in many situations involving sleep deprivation and I've never heard of that happening to anyone I know. I am obviously not an M.D. but it seems to me that could be indicative of something like hypertension or diabetes.

 

Just a thought.

 

I would like to see the photos he offered to post of his eyes. I've never heard of vessels bursting from lack of sleep. Hypertension (from the stress of the juice, butler, excursion, sleep, Kings Wharf, motion, concierge, medical clinic, and captain's ability problems) seems more likely.

Also, op mentioned that the island was basically closed for 3 days with nothing to do, in or outside of Kings Wharf, but complains that the captain wanted to leave early. Why would you want to stay in Bermuda anyhow ?

Edited September 26, 2017 by cruiser1955a

[Budget Queen]

So concierge letter saying all excursions were cancelled isn't true and by your own account long lines at guest services isn't ncl it's the passengers, and by your account you must have been the only one to enjoy that cruise. You said the lines where long.

 

Some tours were certainly running. I saw several operating right from the ship dock. YOUR tour was canceled, NOT all of them.

 

Long lines of maybe 30 people, the ship had over 2000 on board. Your slant is everyone, was complaining like you. Absolutely not. your posts are way over exaggerated. you didn't get a free dinner because you are so important, in a suite and platinum?

 

So what are you actually looking for? Just a free dinner, or is something else the focus?

Edited September 26, 2017 by Budget Queen

[txagfan]

NM...long thread and I’m not getting in the fray on this one.

[weltek]

I'm sorry, but what are you talking about? Reread my post...I wasn't frustrated OR looking for compensation...I wasn't even on the cruise!

LOL-I was saying to the OP that you were right, SeaShark. Sorry if that was confusing the way I posted it.

[jswdlw]

We where in calmer seas then he took off with an announcement from the bridge, I think that's proof. Everyone enjoying bermuda water but far enough for casino to open from 6 until 8 then the captain says Maria is behind us so we are heading back into jose brace for rough seas. I'm sure they record those calls.

 

 

Sorry you had to deal with two hurricanes on your sailing. I had to deal with them on dry land. I would prefer the rough seas over what I had to live. Think about 24 hours of hurricane force winds. Then being without any power, water, etc and then trying to feed and water a barn full of horses. Living in the country on a well is no fun when you have no power. No power means now water. So we hauled water from the pool to the barn. Six horses drink allot of water. I spent 8 days living this way. I am more than happy to switch roles the next time there is a hurricane coming my way.

 

Stop complaining. You had a captain who was taking care of his crew, passengers, and the ship. I wouldn't want it any other way.

[All-ready2cruise]

Stop complaining. You had a captain who was taking care of his crew, passengers, and the ship. I wouldn't want it any other way.

 

I hope you're doing better now. I'm so sorry that you've had to go through so much trauma and discomfort... all the best...please know that we are sending you more than just good vibes... all the best to you and yours.

[ncklhaus]

I can't take it anymore.....it's "were" not "where"!

Sorry, but I needed to get that out. ;p

[perditax]

I can't take it anymore.....it's "were" not "where"!

 

Sorry, but I needed to get that out. ;p

 

 

Are you "loosing" your patience? :)

[WashyWashyHappyHappy95]

Just so I'm clear, your grievances are:

 

1. The captain didn't navigate around a hurricane properly. Just out of curiousity, what's your nautical background?

 

2. You're mad you didn't get a free meal at La Cucina because the seas were rough.

 

3. Your apple juice was delayed.

 

4. Missing perks related to your Latitudes status. Did they forget the chocolate on the pillow one night or something?

[All-ready2cruise]

LOL!! ;)

Lose it or use it?? is that it.. ? vice versa... ;)

[mmduerksen]

Like I said trolls no help just hostility.

I simply asked if you would book a cruise without hearing from guest relations about another issue. The issue was never about the thread posters turned into that.

So I guess the question should be what's the point of guest relations if your not allowed to call because cc trolls get there underwear stuck up there good when someone says ncl messed up. If you actually read my post I have never been unreasonable or disrespectful toward the line we had a bad cruise it happens, alot in the last 2 months on every line. I believe most people questioning me would be the first to pull DSC money if there was 1 single thing wrong I'm not doing that or trying to cheat anybody I just asked if I wait to hear from the appearantly forbidden guest relations before researching more ncl cruises.

 

I have read through the entire thread and understand what you are trying to say. If it was just the rough seas you may not have had much of an issue, but when you throw in 2 other issues (Butler not being moderately attentive and not being able to use your excursion discounts because ALL excursions were canceled) to go with it then you would like a little compensation for the inconvenience like a free night for dinner in a specialty restaurant.

 

I think that I would continue to try and reach someone at FL guest relations and tell them about your experience. I am not sure that while I am trying to reach someone it would stop me from looking for my future cruises, but it may sway me to look at other cruise lines. If you have a high latitudes rating then I might point that out gently with the fact that you are a Suite / Haven patron. Even in the cruise industry loyalty has benefits. Personally, I wouldn't threaten to not booking another cruise, but that is because it is my personality. Usually when I call and say I would like to explain to you about my most recent cruise experience for training purposes the person on the other side tends to find a way to make it up to me for my future cruise.

 

As you have learned from this post you know that you can contact the hotel director during your cruise and hopefully, they will be able to make amends for issues immediately vs. waiting until you get home. Wish you the best of luck on your future cruises.

[Pugzila1022]

Like I said trolls no help just hostility.

 

Calling people names because they don't agree with you isn't the approach that will prompt quality reactions. Don't use that approach if you do speak to someone from customer service. Just calmly explain why you're calling and focus on the early departure from port resulting in losing some of what you had expected to receive (focus on the excursion credits).

 

Clearly you sailed through some rough seas. That's an unfortunate part of cruising during Hurricane Season. I sail every year in mid-December and have sailed through NorEasters and through calm seas. It's to be expected.

 

Your captain chose to avoid one of the biggest hurricanes to ever hit the Caribbean. Winds and waves extended hundreds of miles. It was a Category 5 and extremely dangerous. Even though the eye was nowhere near you, the danger extended.

 

If you do talk to someone at customer support, keep in mind what they are going through with the absolute destruction of many of their destinations and that thousands of passengers (not to mention locals) are impacted by the storms. They have been proactive in offering make goods to the people who suffered major changes to their cruises. You will likely be offered something because of the early departure from port. Doubt it will be significant, but probably a future cruise credit of a couple hundred dollars and a match of the amenity offers you had on this cruise (including the shore credits, etc).

 

It's disappointing you had poor service from the butler and concierge. Not really a good excuse for that regardless of the sea conditions and chaos on the ship. As others mention....best approach is to talk to the hotel director. They are typically the best problem solvers on the ship. A calm discussion with him or some of his staff should have resulted in some resolution of your complaint, even if simply a bottle of wine or other amenity sent to your room.

 

It's a long thread, and I'm going to keep reading. I may have already replied, actually....can't remember.

 

At any rate, best of luck to you. Hope your next cruise, wherever it may be, is a better experience all around.

[ncklhaus]

Are you "loosing" your patience? :)

 

;p LOL

[ray98]

I hope I'm not the only one who hopes they get nothing. Seriously....rough seas when they booked a sea vacation during hurricane season.:confused:

[gwsster]

Wow, this is an "entertaining" thread. It is a big disappointment to have a lot of $$$ spent to have a bad cruise, I get that, but hurricanes happen and all cruise lines were affected. The best responses to the thread so far in my opinion...Ncklhaus nearly made me spew my coffee this morning....

 

 

I can't take it anymore.....it's "were" not "where"!

Sorry, but I needed to get that out. ;p

 

Are you "loosing" your patience? :)

 

Just so I'm clear, your grievances are:

1. The captain didn't navigate around a hurricane properly. Just out of curiosity, what's your nautical background?

2. You're mad you didn't get a free meal at La Cucina because the seas were rough.

3. Your apple juice was delayed.

4. Missing perks related to your Latitudes status. Did they forget the chocolate on the pillow one night or something?

[sjbdtz]

I don't consider it pressure tactics it would be good customer service, it keeps good customers around. As far as rough seas go every captain has navigation skills and can go different directions they choose not too because of fuel.

As far as the perks my Butler and concierge where non existent. I'm not a snob but if you get a suite or haven and ask for Apple juice it should be there today not mid week, 50 a day shore excursion could not be used because all excursions where cancelled.

As far as contacts our concierge 3 times on this cruise gave us a business card with a complaint log number. I didn't know I could call the bridge for the hotel director(not being sarcastic I did not know it was an option so thank you).

 

1. Did you interview the Captain? How do you know that 'fuel' is the reason he didn't go in a different direction?

 

2. What is Fwd Aft? You said all injuries were Fwd Aft. Not sure what that means.

 

3. Are you planning on TAKING multiple cruises, or just putting down multiple deposits and then picking one?

 

4. You said your concierge and butler were non-existent, just before saying your concierge on 3 separate occasions gave you a business care.

 

5. You would call the front desk and ask for the Hotel Director. You cannot call the bridge.

 

6. When did they stop serving breakfast/lunch in Cagney's?

 

7. Did you take any shore excursions? If not, then the $50 credit wouldn't apply. It only applies if you took the excursion.

 

8. 25 ft seas are nothing. On our way to Iceland we sailed through 45 ft seas for about 36 hours. It was intimidating a little, but frankly kind of fun. I took video. As you can hear in the narration, a glass fell over. And at the end I thought I should sit.

 

9. If you called my company and insisted I give you compensation, before you'd book again - I'd disinvite you from booking. Whether I deem your situation worthy of compensation is entirely up to me. You're best-off waiting, whether it takes 3 weeks, or 6. And if it was irritating enough to you that you don't want to sail again with NCL, then don't.

 

 

 

And who do you complain to when the Hotel director is the problem?

 

On board the Hotel Director reports to the Captain. On shore, either Klaus or Denis as pointed out earlier.

 

 

Stephen

 

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