Pre-cruise Retreat Concierge Contact for the U.K.? And what do they do?

[rattla]

I have been sorting Cruise this July for my MIL/FIL and had a successful bid to The Retreat, Sunset Suite on Silhouette.

As part of the details in respect of the The Retreat, it mentions a pre-cruise concierge, but only provides a US based telephone number .  Should they expect to be contact by this person/team, or should they contact them in another way without having to use the US number?
( “Dedicated pre-cruise Retreat Concierge. Call 1-877-RETREAT” ) 

im also not sure what services or details they would be able to provide at this stage?  They are new to both Celeberity and The Retreat, so are not entirely certain on the processes and procedures and maybe what to do at arrival at Southampton port or do they arrive a different time being a Suite guest etc?

Edited June 7, 2023 by rattla

[chemmo]

We have usually received an email or phone call about 2/3 weeks prior to cruise. You can ask them to make reservations for the speciality restaurants, spa appointments etc. They usually ask about room set up, pillow types, extra coat hangers…Some suites come with a bar set up so they ask about that too but I don’t think the sunset suites have this. If you don’t receive an email any requests are quickly dealt with on boarding by the room attendant or butler. If you really do want contact with the concierge before boarding and haven’t received a mail either phone your Celebrity agent or your TA (if you have used one) and they will arrange for a shoreside concierge to contact you by email or phone.

 

Your parents can arrive and check in any time they like. Tell them to look for the suite check in. There are plenty of staff to guide them.

 

Once on board they have access to three specific suite areas…

 

The Retreat Lounge. This has a nice club atmosphere, has different little snacks during the day and is a pleasant place to chat to fellow guests. There is a concierge who will sort out any queries or concerns. They often arrange special events like galley tours, helipad sail aways etc. Tell them to look out for letters and phone messages.

 

Luminae, this is the suite restaurant. The service is excellent. The menu is written rather playfully often making it difficult to be exactly sure what you are ordering. Tell the parents to simply ask the waiter to explain.

 

The Retreat Deck. This is an area of upper deck reserved for suite guests. Comfortable loungers, bar service, simple lunchtime food menu. No pool but there is a jacuzzi.

 

Remind your parents of the areas but encourage them to enjoy the full ship, she is lovely. Some of my favourite areas are none retreat ones!

 

 

[dcbiker97]

Agree with chemmo.  
 

Not all suites get a reach out from the shoreside concierge.  Don’t worry at all if you don’t.  Anything they would do, can be done be the Retreat concierge or the butler once your parents get onboard. 

Edited June 7, 2023 by dcbiker97

[CruiseCrew123]

I believe it’s only the higher end suites unfortunately 

[chemmo]

Just now, CruiseCrew123 said:

I believe it’s only the higher end suites unfortunately 

There have been some posts where other suites have received emails calls. Perhaps a bit hit and miss…

[rattla]

Thanks guys, sounds like there isn’t too much to worry about so can all be done once onboard anyway.

They’ve only travelled on MSC Yacht Club before (apart from their first cruise with us on NCL in a standard balcony), so I’m expecting a similar experience for them, so hopefully nothing that’s that confusing for them 😊

[rattla]

1 hour ago, chemmo said:

We have usually received an email or phone call about 2/3 weeks prior to cruise. You can ask them to make reservations for the speciality restaurants, spa appointments etc. They usually ask about room set up, pillow types, extra coat hangers…Some suites come with a bar set up so they ask about that too but I don’t think the sunset suites have this. If you don’t receive an email any requests are quickly dealt with on boarding by the room attendant or butler. If you really do want contact with the concierge before boarding and haven’t received a mail either phone your Celebrity agent or your TA (if you have used one) and they will arrange for a shoreside concierge to contact you by email or phone.

 

Your parents can arrive and check in any time they like. Tell them to look for the suite check in. There are plenty of staff to guide them.

 

Once on board they have access to three specific suite areas…

 

The Retreat Lounge. This has a nice club atmosphere, has different little snacks during the day and is a pleasant place to chat to fellow guests. There is a concierge who will sort out any queries or concerns. They often arrange special events like galley tours, helipad sail aways etc. Tell them to look out for letters and phone messages.

 

Luminae, this is the suite restaurant. The service is excellent. The menu is written rather playfully often making it difficult to be exactly sure what you are ordering. Tell the parents to simply ask the waiter to explain.

 

The Retreat Deck. This is an area of upper deck reserved for suite guests. Comfortable loungers, bar service, simple lunchtime food menu. No pool but there is a jacuzzi.

 

Remind your parents of the areas but encourage them to enjoy the full ship, she is lovely. Some of my favourite areas are none retreat ones!

 

 

That’s great, very detailed thanks.  They previously picked the 11:30 slot for their Aqua Class room before they got the upgrade bid to the Suite, is that the earliest to arrive usually or can suite guests arrive any earlier?

Edited June 7, 2023 by rattla

[chemmo]

3 minutes ago, rattla said:

That’s great, very detailed thanks.  They previously picked the 11:30 slot for their Aqua Class room before they got the upgrade bid to the Suite, is that the earliest to arrive usually or can suite guests arrive any earlier?

In our experience they start check in at Southampton at about 10.30/10.45 We book suites and tend to arrive at about 11am. Occasionally there can be delays on boarding but it doesn’t happen frequently. 
 

Luminae offers lunch usually from midday. After boarding your parents can take their hand luggage to their suite, pick up their room keys, secure valuables in the safe and have time for a glass of fizz before dining. Whilst you can access your room at that time it may not be fully finished. For example, towels may not yet have been delivered. Luminae tends to get busy at about 12.45. We tend to skip breakfast (or have a very light one) and then lunch early. This leaves plenty of time then to complete muster, unpack, unwind and settle in before it is time to get ready for cocktails and dinner. 

 

There is usually a discount for specialty dining first evening. If the parents are interested Tuscan Grill has fantastic wake views…Lovely to start your cruise dining first night overlooking the sea! Alternatively Murano has a more formal feel and our favourite food. I wouldn’t recommend Lawn Grill on leaving Southampton as it can be quite gusty.

[Jim_Iain]

They usually have one Suite concierge handle each ship and is not done by country.   In my experience they always contact CS and above by both phone call and email but for SS mostly via email and sometimes an actual phone call. 

 

If you are repeat suite passenger they usually will already have a profile  on file for you with past choices.