Bistro on Five explanation from Celebrity

[greydog]

Whatever the 'rationale' for the service charge, its a business decision subject to revision depending on customer behavior, just like airlines adjusting their bag fees. Some started upcharge for COACH preferred aisle or window selection.

 

I'm glad to hear they say they are aware of staff's tip income - need strong employee service-morale or that will become a new top thread-generator. We wouldn't want that topic to overshadow or diminish the perennial favorites of "food quality" and "dining room attire".;)

[jt1120]

I think it's pretty fair, as the staff does work quite hard to provide for the diners. We plan to grab a late night bite there several times. My question is, how did they determine that these workers were not getting tipped if the ship hasn't really had a "sailing" yet?

[phoenix_dream]

I object to any charge that is deemed as a "tip". Tipping implies that you have the option. You do not. And as others have stated, if it is mostly a tip, then why $5 and not $2 or $3.50? They can put whatever rules they want, and we can then choose to cruise with them or not, but I don't like deception and that is what this smells like. They want more revenue. End of story.:cool:

[RachaelW]

I received this as part of a confirmation of my reservation request. It lists the price of the specialty restaurants and there is no mention of a charge for Bistro on Five. Also, they still have not told me if I have my reservation or not. Have to wait until we board. Seems a little strange.

 

Mrs. Wallingford, we look forward to welcoming you, our valued Classic Captain's Club member, onboard soon.

 

The Murano

Standard menu (four-courses) - $30.00 per person

Guests must be 12 years and older to dine in The Murano

Dining experience is approximately two-and-a-half hours

 

Tuscan Grille

Complete four-course meal - $25.00 per person

Guests of any age may dine in The Tuscan Grille

Dining experience is approximately two hours

 

Silk Harvest

Complete full menu - $25.00 per person

Guests of any age may dine in Silk Harvest

Dining experience is approximately one-and-a-half hour

 

Sincerely,

Cheyenne Lumbreras

Azamara and Celebrity Cruises Captain's Club

[rolfecms]

I received this as part of a confirmation of my reservation request. It lists the price of the specialty restaurants and there is no mention of a charge for Bistro on Five. Also, they still have not told me if I have my reservation or not. Have to wait until we board. Seems a little strange.

 

The Murano

Standard menu (four-courses) - $30.00 per person

Guests must be 12 years and older to dine in The Murano

Dining experience is approximately two-and-a-half hours

 

Tuscan Grille

Complete four-course meal - $25.00 per person

Guests of any age may dine in The Tuscan Grille

Dining experience is approximately two hours

 

Silk Harvest

Complete full menu - $25.00 per person

Guests of any age may dine in Silk Harvest

Dining experience is approximately one-and-a-half hour

 

There appears to be a difference between the cost for Silk Harvest - I received the same email. As shown above the cost is $25 but on the web it shows $20. Is this a typo or has this price increased as well?

[jasm8449]

Obviously a form letter pre-made to be sent to all the expected complaints after the inaugural sailing.

 

So our party of 4, ordering, let's say, crepes for a midday treat, are going to pay $20 in 'gratuities', which would represent a 20% tip on a $100 meal bill!! Ridiculous!

 

I also would definitely want to know how much of this "tip" actually goes to the server/staff at the bistro. But I doubt we'll ever be told.

 

Assume one server is responsible for 4 tables of 3 guests (or some other combination of 12 guests - which I'm sure is a lower ratio than the reality), that turn over in an hour. Is Celebrity seriously telling us that the server will receive $240 per hour in tips?

[Sailawaytoday]

Whatever the 'rationale' for the service charge, its a business decision subject to revision depending on customer behavior, just like airlines adjusting their bag fees. Some started upcharge for COACH preferred aisle or window selection.

 

I'm glad to hear they say they are aware of staff's tip income - need strong employee service-morale or that will become a new top thread-generator. We wouldn't want that topic to overshadow or diminish the perennial favorites of "food quality" and "dining room attire".;)

 

One difference is that when the airlines adjust their baggage fees, they don't go back to people who already have a ticket and charge them additionally. Same with "preferred" seating. If you booked an aisle seat, and the airline later starts charging for aisle seats, you keep your seat at the price you contracted to pay.

 

Celebrity is increasing the cruise fare by instituting a charge after a contract has been entered into. That is my objection, and is the underlying objection from most writers; except those whose only concern is how much shorter the line will be for them.

[Ma Bell]

Is it possible for anyone to wait until this ship sails with passengers before we get all in an uproar? I find this unbelievable. If you look at the Celebrity website there is no mention of charges for specialty restaurants on Solstice at all, even though we know there are charges. As far as I know there are plenty of things that are charged for onboard that are never mentioned on the website. Does that mean that they are all included in the price of the cruise? I don't think so.

[phoenix_dream]

Obviously a form letter pre-made to be sent to all the expected complaints after the inaugural sailing.

 

So our party of 4, ordering, let's say, crepes for a midday treat, are going to pay $20 in 'gratuities', which would represent a 20% tip on a $100 meal bill!! Ridiculous!

 

I also would definitely want to know how much of this "tip" actually goes to the server/staff at the bistro. But I doubt we'll ever be told.

 

Assume one server is responsible for 4 tables of 3 guests (or some other combination of 12 guests - which I'm sure is a lower ratio than the reality), that turn over in an hour. Is Celebrity seriously telling us that the server will receive $240 per hour in tips?

 

Not sure I follow your math? How do you get $240 per hour with 12 guests, if tables turn over in an hour?:confused:

[FinelyCruising]

Here is what is on the Celebrity site, at least at this moment:

 

How much do the specialty restaurants cost?

Subject: Specialty Dining

 

The Murano, RMS Olympic, SS United States, SS Normandie and Ocean Liners restaurants have a cover charge of $30 USD per person which includes a complete four-course meal. Beverage and Wine are offered at current menu prices. There is an option of ordering a six-course Menu Exceptionnel which includes wine with each course for an additional charge.

 

Tuscan Grille has a cover charge of $25 USD per person which includes a complete four-course meal including Appetizer, Soup or Salad, Entrée and Dessert. Beverages and wine are offered at current menu prices.

 

Silk Harvest has a cover charge of $20 USD per person, which includes the full menu including starters, entrees and desserts. Beverages and wine are offered at current menu prices.

[Carol Anne]

Is it possible for anyone to wait until this ship sails with passengers before we get all in an uproar? I find this unbelievable. If you look at the Celebrity website there is no mention of charges for specialty restaurants on Solstice at all, even though we know there are charges. As far as I know there are plenty of things that are charged for onboard that are never mentioned on the website. Does that mean that they are all included in the price of the cruise? I don't think so.

 

Very well said. Now Flame me if you want but ........

I personally am not losing sleep over this. There are many other things in life right now that I can expend energy on.

I do know that at the July Presentation we were told that Bistro would be a 24/7 eatery with no mention of a cost BUT with everything that was presented that afternoon it was always followed with " all of this is subject to change and I'm sure that meant everything, times of availability and charges.

I personally plan to have a crepe and if its $5.00 so be it. On Princess if I wanted a specialty ice cream there was a $4.00 charge and for me it was worth it, for someone else maybe not. Most lines have food areas where there are charges that weren't in place initially.

Its a business these are not our families inviting us over as house guests. Its a business and in these tough times they're going to do what they have to do. We all have the choice to sail and pay the extra or not. Exercise your option.

[Karynanne]

Very well said. Now Flame me if you want but ........

I personally am not losing sleep over this. There are many other things in life right now that I can expend energy on.

I do know that at the July Presentation we were told that Bistro would be a 24/7 eatery with no mention of a cost BUT with everything that was presented that afternoon it was always followed with " all of this is subject to change and I'm sure that meant everything, times of availability and charges.

I personally plan to have a crepe and if its $5.00 so be it. On Princess if I wanted a specialty ice cream there was a $4.00 charge and for me it was worth it, for someone else maybe not. Most lines have food areas where there are charges that weren't in place initially.

Its a business these are not our families inviting us over as house guests. Its a business and in these tough times they're going to do what they have to do. We all have the choice to sail and pay the extra or not. Exercise your option.

 

Well said. I also agree...excercise your options.

[jtopicz1]

Again, the biggest issue for me is not at all the fact that they are charging $5. As others said, they run a business to profit, and should be able to do as they please.

 

My issue is, when I booked, I was given a brochure FROM Celebrity which stated NO COST and 24 HOURS. I still have this brochure. This same exact info is STILL referenced on Hotwire.com and Priceline.com, as well as most other internet agencies.

 

This was a selling point to me. I like the option of this style eatery, which is much the same reason I book RCL ships to enjoy the Cafe Promenade.

 

My issue is, this was changed after our cancellation date (along with our cabin now being announced as SLIGHTLY obstructed with no compensation, when I booked and paid for unobstructed). Do you think X would let me change my sailing date or itinerary after the cancellation period? Not a chance, but they can change whatever they want.

 

What if they told you all the pools would cost $5/pp, per entry the week of your sailing but you couldn't cancel?? You probably wouldn't be happy, but I guess the appropriate response would be that you should just "choose to not use the pools", right? After all, why not just choose to use the Jacuzzi or go to the Casino instead.

 

Remember, people book cruises for different reasons, and they book based on what the cruiseline advertises.

 

Jim

[Ma Bell]

Can you scan that brochure for us. I have one that doesn't say anything about it and I didn't know there was another brochure out there.

[Sailawaytoday]

I'd also appreciate a copy of the brochure. I would be happy to share it with the onboard staff when I board, since I don't expect resolution from Celebrity on this.

[jtopicz1]

Can you scan that brochure for us. I have one that doesn't say anything about it and I didn't know there was another brochure out there.

 

I will definately do that when I to a computer with scanning capability.

 

In the meantime, MOST major agencies online that I have checked, advetise this: http://cruises.hotwire.com/c/foodanddining.asp?lineid=11&vessel=579&itineraryID=860604&startdate=12/1/2008&enddate=12/31/2008&dsc=y&IncludeAlumniRates=

 

I wouldn't believe for a minute that this info came from anyone other than Celebrity.

[cdbaum]

Please keep in mind that the brochure is a marketing device not a contract. And the crew don't set the policies for the ship.

[cruzmaven]

Through our pre-inaugural sailings we have found that the waitstaff for the Bistro on Five were not receiving gratuities for services.

 

In an effort to make sure that these exceptional and dedicated employees receive the same compensation as their fellow co-workers, we have established a $5.00 per person service charge for the Bistro on Five.

 

We thank you for understanding and thank you for choosing Celebrity Cruises.

 

To the OP, thank you for posting this response.

 

What bothers me, more than the $5.00 charge itself, is the complete BS and lack of respect shown in this response.

 

Since there have been no revenue sailings to date, how can they make this statement with a straight face? Moreover, in planning this venue, wouldn't service fee revenue have been anticipated? This isn't the first time X has launched a new dining venue.

 

They could have simply said, due to increased costs and anticipated demand it has became necessary to institute this charge to provide a quality product. Which I expect is closer to the truth. Instead they put the charge off as service fees for the staff, which I doubt is the case. If it was they could have more easily increased service fee revenue by increasing the daily gratuity charge twenty-five or fifty cents per person per day and directed a portion of that increase to the BO5 staff.

 

I just wish X would be straight with us when responding to e-mails.

 

Not responding at all would be better than lying to us.

[Host Anne]

OK ~ I have to step in here and please ask that you try to be reasonable here. Don't walk on this brand new ship with a brochure and start harassing the crew regarding a decision they had absolutely nothing to do with. I read my cruise contract for my upcoming Solstice cruise and it doesn't make any reference whatsoever to specialty dining (or other charges such as drinks, spa services, etc). How is this any different than when Celebrity changed the prices of their alcoholic beverages about 18 months ago? Did they tell us that before final payment?

 

I urge you to have some consideration for the hard working crew on board and take up issues you have with cruise line policies directly with management in Miami. And if you are truly that unhappy about a decision like this, as many have suggested, don't cruise with them any more. That is always an option.

 

But please....don't give the onboard crew a hard time over this.

[kcb]

I am not exactly sure what brochure y'all are referring to, but the one that I have (which is the 42-page full-color "Introducing Celebrity's Solstice Class") states:

 

"Any and all information contained in this brochure, including prices and terms and conditions, is subject to change at any time without notice."

[jwattle]

Well said. I also agree...excercise your options.

 

OK ~ I have to step in here and please ask that you try to be reasonable here. Don't walk on this brand new ship with a brochure and start harassing the crew regarding a decision they had absolutely nothing to do with. I read my cruise contract for my upcoming Solstice cruise and it doesn't make any reference whatsoever to specialty dining (or other charges such as drinks, spa services, etc). How is this any different than when Celebrity changed the prices of their alcoholic beverages about 18 months ago? Did they tell us that before final payment?

 

I urge you to have some consideration for the hard working crew on board and take up issues you have with cruise line policies directly with management in Miami. And if you are truly that unhappy about a decision like this, as many have suggested, don't cruise with them any more. That is always an option.

 

But please....don't give the onboard crew a hard time over this.

Well Put! the crew are still working hard as can be, and are only carrying out policies that they are directed to do. They are not responsible for them. As hard as they work, and as cheerful as most of them manage to be, they deserve our consideration!

[Tinwoman]

I have to wonder about the cruise industry right now.

Where is it going?

I don't want to be nickeled and dimed all the time, but I am really starting to feel that way.

I have to look at all inclusive's verses cruising, and I have to realize that at lease at the AI's everything is included.

I love cruising because I like the sea, being a land locked person, the sea of course holds a fascination to me.

I love the smell of salt air, I love the feeling of the ocean underneath the ship, and as strange as it seems I love when there are a little rough seas.

I am really looking at my opinions.

Maybe I will just move to a coastal area and buy my own yacht, although I feel a little old to be starting a new hobby where knowledge of the sea is a must.

But in the long run what we spend on cruises will more than pay for buying a large boat or yacht.

Like I mentioned in a previous post, if a cruise line requires you to dress formally, then their food should reflect the formality.

Down grading the dining room food, (which in my opinion is what Celebrity is doing)to force people to redirect their dining options to venues were they have to pay for good food is just dishonest (my opinion)

As much as I hate to give up cruising, I was not born yesterday and I know the value of the dollar (which isn't much today in the USA).

I think I may have to invest my leisure monies elsewhere.

[jtopicz1]

I am not exactly sure what brochure y'all are referring to, but the one that I have (which is the 42-page full-color "Introducing Celebrity's Solstice Class") states:

 

"Any and all information contained in this brochure, including prices and terms and conditions, is subject to change at any time without notice."

 

And that's fine. Just about every companies brochures say that. However, once you PAY and are past the period in which you can cancel, and the terms then change after that-- I have NEVER had any other company try that. Going by that clause in the brochure, it would also be totally acceptable for them to call you a day before your cruise and tell you "Sorry, the price of the cruise went up $35/pp (the cost of 7 Bistro's), pay it or cancel without refund." Heck, it would also be alright for you to book and pay for an unobstructed cabin and be assigned an obstucted view cabin with no compensation.... oh wait...navermind, on Celebrity, that IS OK!

 

I don't think anyone would argue that they shouldn't be allowed to change a policy for future cruises that can still be cancelled, but people who are locked in should be given some consideration.

 

I am reasonable. I have no intention of hasseling the crew as others undoubtedly will - they don't control the policy. But I may just bring the brochure and see if I can't nicely voice my frustration with a food and beverage manager.

 

Much like the confusion and hard-feelings the dress code changes earlier in the year created, these problems are also made worse by the inability of Celebrity to give straight answers and provide information to their customers, customers they should be thankful to have in this economy.

[Tinwoman]

 

, customers they should be thankful to have in this economy.

I totally agree.

[Sailawaytoday]

And that's fine. Just about every companies brochures say that. However, once you PAY and are past the period in which you can cancel, and the terms then change after that-- I have NEVER had any other company try that. Going by that clause in the brochure, it would also be totally acceptable for them to call you a day before your cruise and tell you "Sorry, the price of the cruise went up $35/pp (the cost of 7 Bistro's), pay it or cancel without refund." Heck, it would also be alright for you to book and pay for an unobstructed cabin and be assigned an obstucted view cabin with no compensation.... oh wait...navermind, on Celebrity, that IS OK!

 

I don't think anyone would argue that they shouldn't be allowed to change a policy for future cruises that can still be cancelled, but people who are locked in should be given some consideration.

 

I am reasonable. I have no intention of hasseling the crew as others undoubtedly will - they don't control the policy. But I may just bring the brochure and see if I can't nicely voice my frustration with a food and beverage manager.

 

Much like the confusion and hard-feelings the dress code changes earlier in the year created, these problems are also made worse by the inability of Celebrity to give straight answers and provide information to their customers, customers they should be thankful to have in this economy.

Once again, the true point is stated with clarity. How does a reasonable person dispute the logic of this arguement. Paid is paid. If adjustments have to be made, don't take it out on your contracted passengers. Not right, not fair, not ethical, not anything good.

 

Anne, one would hope a passenger wouldn't harrass a crewmember. However,you would expect, as well, that Celebrity would see the error of this policy change (not their right to change, just their right to change in this circumstance), and reconsider. You, and others, seem to suggest that the CUSTOMER should grin and bear it, when the PROVIDER abuses their duty to the customer. If the customer ends up expressing their dissatisfaction to crew, it would be because Celebrity failed to address the concern properly prior to sailing. I don't think this constitutes harassment, but by the same token, if enough people see fit to raise this issue, it is an additional message to management. Again, its not the money, its the principal.