Suite problem, trying to get corporate to listen?

[Eglesbrech]

12 minutes ago, Lastdance said:

Ahh, those warm almond croissants make any day special.  You definitely seized the day!   You also turned a negative into a positive with access to Luminae.  

But presumably not particularly positive for those left with sub par service (as described above) in the MDR.

 

Cruises are not a cheap holiday for anyone from an inside up to a top suite. There is an expectation of a certain level of service across all those grades.

 

If you don’t have the staff to fulfil those promises / expectations then stop selling so many cabins.

 

And yes the almond croissants are excellent.

 

[Beachin2]

The Retreat staffing issue is pretty simple.  Did it all the time in business.  Two of your five unexpectantly are not available you go to "next man up".  Temporary promotions for the next two in line.  Good training and experience for them (test drive) and it takes at least some of the pressure off the other three.  

 

Certainly, isn't rocket science.

[JeanieC,Aston]

1 minute ago, Beachin2 said:

The Retreat staffing issue is pretty simple.  Did it all the time in business.  Two of your five unexpectantly are not available you go to "next man up".  Temporary promotions for the next two in line.  Good training and experience for them (test drive) and it takes at least some of the pressure off the other three.  

 

Certainly, isn't rocket science.

Exactly…build trained reliefs into the system.a win win for the employer and employee.

[Orator]

1 hour ago, gold1953 said:

Perhaps Celebrity should reduce prices for suites if they cannot offer the services

As long as people continue to book suites as they currently are doing ,the prices will stay the same or rise. Suites sell out very quickly.

[Lastdance]

1 hour ago, Eglesbrech said:

But presumably not particularly positive for those left with sub par service (as described above) in the MDR.

 

Cruises are not a cheap holiday for anyone from an inside up to a top suite. There is an expectation of a certain level of service across all those grades.

 

If you don’t have the staff to fulfil those promises / expectations then stop selling so many cabins.

 

And yes the almond croissants are excellent.

 

Exactly, but thinking outside the box was a grest idea that did help three individuals. I was in no way referring to the others in the MDR.  I was specifically congratulating what she did about her and her friends' situation.  I think you need to direct your concern to Celebrity and not to me.  I wasn't on the cruise, but very aware of the issues, as I plan for my b2b/TA in October, in an SV and a corner aft suite. I have learned a lot from those who have been cruising and continue to learn on these boards.  Trust me, if there was a way that I could make things better for the masses, I certainly would; however, I do this on a daily basis for students at my high school - listen to their issues and help them to solve, as many as, possible!  I just loved her strategy and applauded what Happy Cruiser 6143 did! 

Honestly, I really do not "believe" that you meant to in any way hold me responsible.  My salary does not compare to LLP's...Have a good day!

Edited May 15, 2022 by Lastdance

[mk960072]

3 hours ago, miched said:

What was it that you were lacking in? 
 

The things that a butler does for us can usually be handled by the room attendant or room service.   Anything else can be done by the host in the Retreat Lounge.

We get the same room service for breakfast when in AQ.   It is just someone else delivering it.  We had the Drinks Plus package in AQ and the cabin attendant kept it stocked for us. 
 

We didn’t need him to escort us to the theater or make restaurant reservations but I have seen passengers having the Luminae host or the Retreat lounge host doing it 

 

Staffing is a issue everywhere.    We just need to be patient and accept it.   It seems as if it is now common for every business to use it as an excuse but it is being done

 

We recently stayed in a Double Tree Hotel.   We were supposed to have a breakfast included.   It was a buffet instead of the usual restaurant style and very sparse.  Less than what would be at a lower cost hotel.  The next day was less just cold cereal, some rolls and pastries.  No juice, oatmeal or fruit.    Was told a supply and help issue.  We didn’t get any money refunded or anything else in compensation.   If it wasn’t included $15 was charged to you bill.  
 

It is frustrating but the new normal. 

 

Happy cruising 🌊🚢🇺🇸🌅

 

I pray it isnt the new normal.  If everyone agrees to just accept it then our quality of life in everything we do and have from cars to paying for food we are supposed to get but never do will be acceptable,  Not for me.  I can tolerate what is going on now for a period of time but this isnt my new normal. 

[Eglesbrech]

10 minutes ago, Lastdance said:

Exactly, but thinking outside the box was a grest idea that did help three individuals. I was in no way referring to the others in the MDR.  I was specifically congratulating what she did about her and her friends' situation.  I think you need to direct your concern to Celebrity and not to me.  I wasn't on the cruise, but very aware of the issues, as I plan for my b2b/TA in October.  I have learned a lot from those who have been cruising and continue to learn on these boards.  Trust me, if there was a way that I could make things better for the masses, I certainly would; however, I do this on a daily basis for students at my high school - listen to their issues and help them to solve, as many as, possible!  I just loved her strategy and applauded what Happy Cruiser 6143 did! 

Honestly, I really do not "believe" that you meant to in any way hold me responsible.  My salary does not compare to LLP's...Have a good day!

No you are in no way responsible and I don’t think I implied  that even tacitly?

 

I would have done the same as Happy cruiser in the circumstances and yes the strategy was indeed great. However it should not have been necessary and that is my point.

 

Have a great day yourself and have you seen the thread about discounts for teachers, it may be of interest to you.

[Covepointcruiser]

Even pre COVID, we found the service from the Butlers to be sub par.   One Butler per 10 cabins, in ordinary times, is not enough.   This is especially true with Penthouses and above cabins who expect events such as sail away parties, cocktail parties and dinner parties.    One per 10 suites is just not enough.    We last traveled in a RS and had no Butler service because of the demands of other suites.    We did receive an apology but staffing has never been sufficient for the suites.

[kenb]

4 hours ago, George C said:

Service wasn’t a problem at all on our summit cruise a couple of months ago , concierge was great . Our butler and many others on the ship staff were Ukrainian.

 

My wife heard from our "butler" that she finally got back to Kiev to see her mother.

[George C]

54 minutes ago, kenb said:

My wife heard from our "butler" that she finally got back to Kiev to see her mother.

She thought it would be over in a week that was in February, if it’s the same one she also had a fiancé over there. 

[Sabbycat]

On 5/15/2022 at 11:31 AM, djh said:

We just got off of the Summit and had a great time, but in our seven cruises since the restart, the service on this cruise was definitely the most inconsistent. Service was a bit uneven in areas but the biggest problem was with the suites. There were three butlers, yes three, to service the 50+ suites onboard. They normally have five, but we’re down two due to staffing shortages. Our butler was good but he had 18 suites, including several top level suites. There was absolutely no way he could provide the service that many suite guests expect. We met with Daniel, the guest relations director to voice our concerns. He took a lot of time visiting with us and was extremely responsive. They acknowledge they they have a severe staffing issue, especially with butlers on most the ships. When a butler goes down (or in this case has to depart on emergency compassionate leave) there is simply no other crew member to step into their role. My question to him was, is there any way to communicate to corporate that perhaps they shouldn’t fill the suites to capacity if they cannot provide the service expected in a suite? I know many are experiencing suites for the first time, thanks to move up bids and fccs, but are they going to continue to book them if they receive lackluster service? I understand that it’s a revenue thing, but in my opinion, someone should be looking a bit further down the road.  It was important to us to voice our concerns because I did not want to just do the post cruise survey where my comments might be misconstrued and there was no way I wanted it to come back as something negative against our butler because he and the other two were absolutely trying their hardest. FYI, Daniel also told us that those guest satisfaction surveys for the top tier suites go directly to VPs at Celebrity, which was good to know. 

Email the ceo. lLutoff-Perlo@celebritycruises.com

[Ferry_Watcher]

On 5/15/2022 at 9:54 AM, djh said:

Yes, one of the Ukrainian butlers had to take personal leave due to the conflict. 🙏 

Wow, can you imagine that.  And you are complaining (in order to help them by not putting your "concerns about service' in the post cruise survey.  What thoughtful humans you are.

[jelayne]

On 5/15/2022 at 1:15 PM, Definitas said:

Our last 2 suite experiences have been exactly as described, whereby the ship is at approximately 50% occupancy but the suites were all full. Clearly income is more important to Celebrity than passenger experience 

We have done 5 cruises in suites since the restart, on all 5 the service from the entire staff in the retreat was excellent to outstanding.  On all 5 the suites were full.  In fairness 3   Cruises were on the E class which has far more Suites and many more butlers than the Summit  which the OP was on.    So a loss of 2 of 5 butlers on a M class  is much more noticeable than a loss of 2 or 3 on a E class ship which has roughly 14-16.  

[jelayne]

14 minutes ago, Ferry_Watcher said:

Wow, can you imagine that.  And you are complaining (in order to help them by not putting your "concerns about service' in the post cruise survey.  What thoughtful humans you are.

Actually the OP wasn’t complaining about  their service and certainly not that a Ukrainian butler had to leave .  If you knew them you would know that would have helped find a way to get him home.  

The intend of the post was to find out how to relate concerns from other passengers, new to X or Suites to someone high enough to fix the problem.  The survey is not useful in getting problems addressed. 

The OP and DH are in fact very thoughtful, kind people who love Celebrity and want everyone to have a good experience.  Your snarky response was uncalled for.

[Ferry_Watcher]

On 5/15/2022 at 8:31 AM, djh said:

We met with Daniel, the guest relations director to voice our concerns. He took a lot of time visiting with us and was extremely responsive.

 

 

.  It was important to us to voice our concerns because I did not want to just do the post cruise survey where my comments might be misconstrued

 

@jelayne, the OPs inserted themselves into a situation that they claim that they really weren't complaining about, but felt compelled all the same  to talk to ship hotel management - all under the guise of being 'helpful'.  The beleaguered manager who no doubt was so appreciative of their critiques.  

 

And they had the need to also mention that one of the reasons there were not enough butlers was that an Ukrainian butler left due to the war back home.  One might describe this as tone deaf.

 

Did the OP post all this on to Cruise Critic for validation and expect to be lauded as helpful suite do-gooders?  And then are surprised that others may see it in a very different light?

 

I do not doubt you when you say these are lovely people.

[Fly and Sail]

On 5/15/2022 at 9:31 AM, miched said:

Staffing is a issue everywhere.    We just need to be patient and accept it.   It seems as if it is now common for every business to use it as an excuse but it is being done

 

We recently stayed in a Double Tree Hotel.   We were supposed to have a breakfast included.   It was a buffet instead of the usual restaurant style and very sparse.  Less than what would be at a lower cost hotel.  The next day was less just cold cereal, some rolls and pastries.  No juice, oatmeal or fruit.    Was told a supply and help issue.  We didn’t get any money refunded or anything else in compensation.   If it wasn’t included $15 was charged to you bill.  
 

It is frustrating but the new normal. 

 

Happy cruising 🌊🚢🇺🇸🌅

 

 

No, we really don't. If a service isn't provided the way it has been advertised and on an acceptable level then a refund is due.

 

The hospitality industry across the board is charging sky high rates and brings up excuses for garbage service. I'm not buying that. In the past two months I had three hotels provide me a 100% refund for their unacceptable service level during the stay.

 

As far as your experience is concerned, Doubletree Hotels have a 100% Satisfaction Guarantee you can invoke. If the Duty Manager or General Manager refuses contact Hilton Customer Care and they will compensate you.

 

It's NOT the new normal and you certainly don't have to accept it as a paying customer at premium rates. If a business can't provide a service as advertised they should either change the advertisement, lower the prices or shut down.

Edited May 17, 2022 by Fly and Sail

[Ipeeinthepools]

On 5/15/2022 at 2:28 PM, JeanieC,Aston said:

Hi

How much would it cost them to have a ‘relief’ butler who would stand in for any unforeseen happenings,,,it could even work on a rota to give staff time ashore.

The .’relief’ could work up or down…every industry I’ve worked in with shift systems have a ’relief’ in the system.

If the ‘relief’ wasnt relieving he could fulfill other rolls like training new staff etc.

 

Its not rocket science.

In my experience that’s one of the roles of the first line supervisor.  When their people have problems, they jump in and start doing the job.  I’m not sensing that happened in this situation. 

[FlorenceItaly]

16 minutes ago, Ipeeinthepools said:

In my experience that’s one of the roles of the first line supervisor.  When their people have problems, they jump in and start doing the job.  I’m not sensing that happened in this situation. 

Thanks for posting as we are sailing on Summit late July.  Would love to hear more about the cruise if you would like to share.  How is the live music, bar service?  Has dining room improved?  Have you been to the lido in evening?

[Ipeeinthepools]

1 hour ago, FlorenceItaly said:

Thanks for posting as we are sailing on Summit late July.  Would love to hear more about the cruise if you would like to share.  How is the live music, bar service?  Has dining room improved?  Have you been to the lido in evening?

I don’t want to derail this thread, but I’m having a great time on the Summit.  We are sailing with friends that we haven’t seen for a couple of years.   I enjoy my early morning walks and having breakfast outside at the Sunset bar.  Ultimately everyone is responsible for their own happiness.

 

Having said that, the service on the Summit is miserable, they simply do not have enough staff.  Everyone I’ve met is great and trying to do a good job but they can’t because there isn’t enough staff. There are long waits in the MDR every night and the food is often cold. Bar servers are few and far between.  The music in many of the bars is far too loud and you can’t talk to the person next to you.  Hopefully Celebrity will solve the problem soon or people will start canceling reservations.  I hope you find a way to enjoy your cruise.

[chemmo]

42 minutes ago, Ipeeinthepools said:

I don’t want to derail this thread, but I’m having a great time on the Summit.  We are sailing with friends that we haven’t seen for a couple of years.   I enjoy my early morning walks and having breakfast outside at the Sunset bar.  Ultimately everyone is responsible for their own happiness.

 

Having said that, the service on the Summit is miserable, they simply do not have enough staff.  Everyone I’ve met is great and trying to do a good job but they can’t because there isn’t enough staff. There are long waits in the MDR every night and the food is often cold. Bar servers are few and far between.  The music in many of the bars is far too loud and you can’t talk to the person next to you.  Hopefully Celebrity will solve the problem soon or people will start canceling reservations.  I hope you find a way to enjoy your cruise.

Getting on with having a good time regardless is all you can do given present circumstances! Unfortunately it doesn’t make cold food any tastier…Perhaps you should resort to salad starters and ice cream desserts then at least two of your three courses would be the right temperature!

 

Totally agree with you that Celebrity does need to get on top of it or their reputation will suffer. Those guests trying Celebrity for the first time may see present levels as the norm and regular cruisers may decide to move to other lines…

 

Sincere best wishes that you can continue to enjoy…

[djh]

17 hours ago, Ferry_Watcher said:

Did the OP post all this on to Cruise Critic for validation and expect to be lauded as helpful suite do-gooders?  And then are surprised that others may see it in a very different light?

Wow, you really do not know me at all and I must say that I am happy not to know you. I posted this more over concern in overworking staff in a time when there are obviously shortages. You are definitely entitled to your opinion but do not even try to explain to others what my motivation was because clearly you have no clue. I also doubt that Daniel would want to be described as a “beleaguered manager”. Have a blessed day.

[djh]

10 hours ago, FlorenceItaly said:

Thanks for posting as we are sailing on Summit late July.  Would love to hear more about the cruise if you would like to share.  How is the live music, bar service?  Has dining room improved?  Have you been to the lido in evening?

We had a wonderful cruise. I enjoyed most of the live music but some of it was a little too sleepy for my taste. We frequented the martini bar the most and we thought the service was excellent, even though it was at times very crowded.  We were in a suite but chose to eat at Blu with our friends. It was always full, and after straightening out a misunderstanding about a reservation time, we never had to wait for our table and service was excellent. I will say that I was hearing quite a few complaints about wait times in the MDR. We ordered quite a few dishes off the MDR menu and the food was good, maybe not the best I’ve had but I know they are still dealing with supply issues. We did not go to the lido in the evening so I can’t speak about that. I think some of there issues had to do with having staffing in the right areas. They went from having 350 on the cruise before to 1600, and I think it took them a couple of days to adjust to that. Enjoy your cruise! The ship is beautiful and the staff is great!

[sunlover33]

On 5/15/2022 at 6:46 PM, Silkroad said:

Try to give the crew the benefit of the doubt when response times are slower than normal, or mistakes happen. On both my cruises, I saw crew members valiantly trying to cover gaps in addition to their regular duties. They have no control over corporate decisions.

And while no one  blames the staff and would certainly not voice this to staff trying valiantly to provide a service, it should Certainly be voiced to Celebrity  head office, who need to either reduce passenger numbers or reduce prices to meet expectations. I pay for a certain  level of service and if it cannot be provided at the level I paid for or expect  then I would demand a reduced price. Yes Celebrity need to recoup the money they have lost, but I am not a charity. They are a business and their job is to keep customers happy so they will return. If we lower the bar because times are difficult, it will remain low but at increased cost. 

[Bo1953]

On 5/15/2022 at 2:37 PM, Eglesbrech said:

But presumably not particularly positive for those left with sub par service (as described above) in the MDR.

 

Cruises are not a cheap holiday for anyone from an inside up to a top suite. There is an expectation of a certain level of service across all those grades.

 

If you don’t have the staff to fulfil those promises / expectations then stop selling so many cabins.

 

And yes the almond croissants are excellent.

 

OR we can stop clamoring to pay and board...

 

bon voyage

[Momma Rene]

On 5/15/2022 at 9:35 AM, Eglesbrech said:

I have been responsible for very large groups of staff in my working life. In my experience customers expect and deserve to get the service they booked and paid for. Having a “crystal ball” with regard to workforce planning is par for the course for any professional manager surely? Not easy but absolutely part of the job.

 

If a company cannot provide the service they have advertised and indeed charged a significantly high premium for then it is for them to find a way to resolve the issue: it’s not for the customer to “try hard not to add to the burden unnecessarily”.

 

Stop and think about what you are suggesting. That guests should pay for a service which is not provided to them.
 

Where does that stop? At what point does that become generally unacceptable? 

 

 

I totally agree.  If you are paying top dollar, you should receive what you are paying for.  I just took a cruise and paid close to$10,000 for the cruise.  I expected that level for the price I paid.  Will I do another cruise in a suite on Celebrity?  I think not.