Enchantment of the Seas Concierge Lounge

[Kimmer727]

Does anybody know if you can still get in being a DIAMOND member. Or do you have to be Diamond Plus now?

[Tom_n_Sara]

We are Diamond and were on the May 11 cruise and got in. The concierge there - having a sometimers moment - I can't remember his name is very good.

[cruisenfever]

April 13, 2009

 

Dear Crown & Anchor Diamond Plus, Diamond and Platinum Members, I am writing to provide you with an update regarding the recent changes to our Crown & Anchor® Loyalty Program.

 

Let me begin by thanking you for being loyal customers of Royal Caribbean International®. These are remarkable times - economic challenges, new modes of communication, amazing new ships and so many other changes that impact our lives at every turn. Especially in these times, we appreciate your loyalty as Crown & Anchor Society members.

 

As you may know, we recently announced a number of changes to our Crown & Anchor Loyalty Program. Many of our Diamond Members have expressed considerable unhappiness about the change in eligibility for access to our Concierge Lounges. While we knew the reaction would be negative, it has been more negative than we anticipated. This underscores how phenomenally passionate our most loyal customers are about their Royal Caribbean experiences. We believe one of our strengths that inspires such loyalty is our ability to learn from others and especially from our Crown & Anchor customers. With this in mind, I will comment on the change in eligibility regarding our Concierge Lounges and also inform you of some new enhancements that will improve your experience onboard our ships.

 

Our decision to limit access to the Concierge Lounges was based on the unfortunate but inescapable fact that we cannot deliver an acceptable experience in lounges that were never designed to handle so many people. We regret that the crowding in our Concierge Lounges prevents us from delivering the experience we intended. It also prevents us from being able to grandfather in Concierge Lounge access for existing Diamond level members. We deeply regret having to restrict this access, but we are committed to delivering an exceptional Concierge Lounge experience. Having said that, we realize we should have provided more notice of our decision, which carries such consequences. To that end, we will delay the implementation date for the change in eligibility from July 1, 2009, to September 1, 2009.

 

Before I address the additional initiatives we will implement, I would like to summarize the physical or "hardware" status of our fleet as it relates to Concierge Lounges and Diamond Lounges, taking into account all 22 Royal Caribbean International ships that are now open for sale.

 

Five ships (our Freedom class and Oasis class) have both Concierge Lounges and Diamond Lounges. We are excited about the Concierge Lounge overlooking the Boardwalk and the Diamond Lounge overlooking the Royal Promenade on our forthcoming Oasis of the SeasSM and Allure of the SeasSM.

 

Five ships (Monarch of the Seas®, Majesty of the Seas®, Vision of the Seas®, Grandeur of the Seas® and Rhapsody of the Seas®) have no Concierge Lounges and two ships (Splendour of the Seas® and Legend of the Seas®) have limited Concierge Lounges.

 

Ten ships have Concierge Lounges but no Diamond Lounges (Enchantment of the Seas®, as well as the ships in our Voyager class and Radiance class). While we don't currently have plans to add Diamond Lounges to these ships, we will look for opportunities to invest in Diamond Lounges as we go forward.

 

The strong response from our Diamond members regarding our recent changes demonstrates how much the Concierge Lounges are valued and we clearly should honor that response. The feedback we have received from Diamond members falls primarily into one of the three following categories:

 

•Preserving the social aspect - the ability to meet and mingle with other members

•Maintaining free or reduced price drinks

•And, access to concierge-type services for ice show tickets and other activities

 

In order to address the first two interests for Diamond members, outside the Concierge Lounge, effective September 1 we will offer them a dedicated VIP private party in one of our bars or lounges. This may be held in the Viking Crown Lounge, or any other bar or lounge designated by the ship. In this dedicated area, from approximately 5 to 8 p.m., we will offer complimentary wine and champagne and a happy hour discount of 25 percent off all other beverages. This will be offered every day of each sailing and will replace our recently announced one-time per-cruise special Diamond party.

 

Additionally, we will offer a new continental breakfast from approximately 8 to 10 a.m. in one of the rooms adjacent to the main dining room onboard. During these morning hours, a crew member will be present and will provide services such as obtaining ice show tickets, and other assistance. We believe these changes will address the primary desires our Diamond members have expressed. These enhancements will be instituted on all our ships that don't have a Diamond Lounge today.

 

A number of Crown & Anchor members have placed the Concierge Lounge issue in the context of a perceived sequence of "cutbacks" that taken together have reduced the quality of the product we offer. We take these comments seriously. I am pleased to inform you that in 2009 we are seeing one of the most meaningful year-over-year improvements in our guest satisfaction ratings in memory. Apart from the obvious - Independence of the Seas® entering the fleet, Empress of the Seas® and Sovereign of the Seas® leaving the fleet and Oasis of the Seas soon to join - systemic improvements such as My Time DiningSM, our suite enhancements, the new debarkation process, and numerous smaller initiatives are being very positively recognized by guests, travel agents and the media.

 

While we understand not everyone is happy about every change taking place in our fleet, we appreciate your loyalty to our company and we sincerely hope you will continue to choose Royal Caribbean International. It gives us no pleasure to hear from aggrieved Crown & Anchor loyalty customers. Our goal is to earn your advocacy and your return to our fleet by providing you with truly memorable vacations and by recognizing and rewarding your loyalty.

 

Our mantra at Royal Caribbean International, besides delivering the "Wow," is "continuous improvement." We constantly strive to find the right balance, so our product evolves in ways that our guests, especially our most loyal guests, are comfortable with. Our ratings and most communications we receive indicate that the balancing is working. However, occasionally we stumble and when we do we try to react quickly. This may be such an instance. We are committed to earning the faith you place in us. I hope the additional enhancements explained in this letter demonstrate our commitment.

 

These changes will be reflected on our website in the next 48 hours.

 

Thank you very much for being our customer and for your loyalty to Royal Caribbean International.

 

Sincerely,

Adam M. Goldstein

President and Chief Executive Officer

Royal Caribbean International

[seagoer55]

Diamonds can still use any of the CL lounges until Sept. 1st...after that we get an "event"....

[negc]

Diamonds can still use any of the CL lounges until Sept. 1st...after that we get an "event"....

 

Actually it is a series of "events" rather than a single one. Read the changes that were made to the original proposal and you will see what they are.:)

Until September 1st there are no changes in the benefits and perks offered to Diamond members on RCI ships.

[seagoer55]

I know..free wine every night... guess I am just bitter... it is still a poor subsititute for losing the CL....

[txwildflower2002]

What do you have to do to use the cl? Book a suite. We had a suite on the ncl dream, but they had no cl. We got perks, like champange, flowers, strawberries, etc. It was quite nice. I am thinking about booking the voyager and think DH would like the CL. Thanks!

[NCMtnBoys]

What do you have to do to use the cl? Book a suite. We had a suite on the ncl dream, but they had no cl. We got perks, like champange, flowers, strawberries, etc. It was quite nice. I am thinking about booking the voyager and think DH would like the CL. Thanks!

 

After September 1st, you'll have to be in a Grand Suite or above, OR be a Diamond Plus member to have access to the CL.

[Silvery Seas Cruiser]

To the OP, the Enchantment of the Seas concierge lounge was open to Diamond level Crown and Anchor members on the June 4 sailing. The concierge was a very energetic and friendly young man named Diego Tripolini. I liked him the best of any concierge we have experienced.

 

The lounge is on Deck eight and is in the Centrum area. It is not an especially big lounge but it is comfortable.

[cruisenfever]

To the OP, the Enchantment of the Seas concierge lounge was open to Diamond level Crown and Anchor members on the June 4 sailing. The concierge was a very energetic and friendly young man named Diego Tripolini. I liked him the best of any concierge we have experienced.

 

The lounge is on Deck eight and is in the Centrum area. It is not an especially big lounge but it is comfortable.

But the OP is sailing on September 19...........after the new rules go in effect.