Define Cruise line Service

JoeyandDavid · April 9, 2009

If you listen to the individual cruise lines they all seem to offer all those extra special personal touches.. you know "that little bit extra".. to make your vacation seem too good to be true.

I believe when it comes down to good/great/outstanding customer or guest service it really comes down to an individual level of acceptance.

While some are satisfied just to be on the ship, these people tend not to care about the type of service they receive just happy to be away from home and on a cruise. Others would have you believe they are part of the Royal Family and "how dare you not know your place".. still most are right in the middle those guests that fall somewhere in between..

When it comes to your expectations.. What makes you a happy cruiser?..What do you expect as far as service when you cruise?

55ChevyLady · April 9, 2009

WOW, that is a tough one...everyone's expectations are different.

I started answering this and decided to think about it for awhile, didn't want to put too much humor in it.

I am not a snob... neither am I a barefooted Arkie from the hills, so let me think about this.

JoeyandDavid · April 9, 2009

Andrea please take your time.... I would love to have a frank and open discussion..

As for us .. cruising is a bit of fantasy.. living out another lifestyle than as we do at home.. and although we don't play the part of the "royal family" we do expect to receive all the amenities we booked for.. ( I am so guilty of I paid for it so I should receive it mentality)..we also expect a clean and fully functional stateroom..and attendant that knows his /her job and lastly but definitely not least to be paid attention to when we are in a public venue. For example....I can remember on one cruise we dressed for dinner and sat in a conversation pit "close" to a bar.. waited 10 minutes while the 3 waiters and bartender palyed... finally got service when i went to the bar and ordered..see for us that is UN-acceptable! What we love is when one server in a lounge picks you out and knows what you drink calls you by name and never needs your sail card.. now that impresses us..

DebbieandJerry · April 9, 2009

Joey, great question. Without sounding like a travel snob, I like that I am treated "like royalty" or if I was someone special. I tried to compare the cruise setting to the hotel and/or restaurant setting and there really is no comparison.

On the cruise, the stateroom attendant knows our habits and is in and out of the room "like magic". I like that we can leave items in our stateroom and not worry about them disappearing (important papers locked up, however). I wouldn't even think of leaving anything "visible" in a hotel room.

I like that the waitstaff knows our beverage preferences before we even sit down. How many times do you have to ask for more water? Or bread??

I like being asked if I did anything fun or exciting while at port. Don't ever recall a hotel staff person asking me what I did during the day.

Yes, I agree with you that nothing is worse than being invisible or ignored (for lack of any other word). I guess we don't expect that on a cruise and it really stands out. But if you think about it, it happens alot within the general public.

One reason (of many) that we do not like NCL is because every time I asked for a glass of water (when the bar service came around), not only was I ignored, I was never directed to get it myself. When I did go to the bar for water, it was a chore, a hassle. Little did they know that I tip (in cash) for the water. Point being, first day on Mercury, I am at the casino. They had coffee and pastries set up at the bar. I went over and asked the bartender if I could please have a glass of water (without ice). He gave it to me, filled me up at least 3 times while I was playing cards. About 45 min later, Jerry handed him some money and told him it was for taking care of me. He was shocked, gracious and very appreciative. And, I got water pretty much without asking for the next 14 days.

Now, that's what I call special treatment.

deb1220 · April 10, 2009

Without sounding like a snob - which I'm far from. Like Joey I like to get what I paid for. Now I have been on 7 cruises on 4 different lines and all but one had very attentive cabin stewards - called me by name and remembered little things that we like or don't like etc. I also had the experience on this same ship of being ignored while in the main theater (I wasn't the only one) by the bar staff. I finally learned I had to get my own drink if I wanted one during the show. That's unacceptable. Even though I'm perfectly capable of walking to the bar and getting my own drink - when I'm in the theater (just like in a restaurant) I shouldn't have to get it myself. Again that may sound childish..but I'm on vacation. And it wasn't because these people were super busy. Some of them were so busy yucking it up - they just didn't care. I expect better service than that. I remember on our Alaska cruise on the Norwegian Sun we had a fabulous server in the Observation Lounge where we spent alot of "at sea" time. She would always rush to our table with those little snacks and always made sure our drinks were made "extra special" - very attentive. And believe me she was rewarded for it. We even gave her a little extra at the end of our cruise. That's what I'm talkin' about! :biggrin:

jacketwatch · April 10, 2009

For me its pretty easy to answer this. I expect a full effort. You can accept things, even if it doesn't go your way, as long as you see the best effort is being made. For example as my wife is Indian we try to get Indain food (an do) for her dinner. For our AOS cruise last May we were able to preorder this from the RCI website as they have a specific email address for this and they responded to our request. Then on day one at dinner the head waiter basically gave a line of double talk about how this was not possible. And he is Indian BTW. Well I asked for his boss right way as this won't do. He was also Indian, Jo Jo John. Simply he took care of it and we got Indian food every night. No fuss. The first guy tried to take the easy way out but Jo Jo went the extra mile and found a way. This is what I mean by effort. And frankly Jo Jo got my tip, not the 1st guy AND got mentioned in my letter to RCI. For us this is what matters the most.

cruisetarp · April 10, 2009

I do expect what was promised to me and I hope the crew is happy to have me on board. I don't expect too many extras from them but a clean cabin and especially the bathroom is a must. A good morning greeting in the hall goes a long way to setting the mood for the day.

A bonus is having them remember your name and your preferences. Little things like the waiter having my iced tea on hand as soon as I sit down make for a pleasant experience.

becktours · April 10, 2009

I am a very easy going person, so just being on the cruise makes me happy!!

But I would have to say, when I see the crew members going out of their way for my kids---it really means alot.

I was on the Mariner a couple of years ago and every night our waiter did magic tricks for the kids.

On the Sensation a couple of weeks ago our stateroom attendant left cookies and extra chocolates for my son. When the kids' are happy--I'm happy.

Peddler · April 10, 2009

This is a difficult one.

As was said earlier...I'm not royalty, I'm just a working class blue collar stiff that has paid hard earned monies for a vacation. Out of seven cruises, we have only had one (an RCI ship) that our room steward was less than attentive. Being the fact if she were new, having a bad week, unsure of her responsibilities, or whatever.

I just expect courteous service, being called by name is nice but not necessary as long as we are acknowledged. Dinning room wait staff have all been really attentive in my opinion. One usually reaps what is sewn. When one is used to Burger King, then anything is an upgrade LOL.

Bar staff on all seven cruises could be better, drinks in the theater have always been well served, it's the service in the rest of the ship that is lacking unless you walk up to the bar IMO.

I've always been very well satisfied with the food selection (see previous remark) and the main dinning room as well as the buffet has been amply served and well prepared.

I guess what I'm saying is those that complain about a certain line or a certain type of service may be expecting more than the particular line has opted to supply. If one wants extreme luxury then find the line that supplies it. You can't expect 5 star opulence when you pay for a Yugo...you have to step up to a Caddy or better yet a Marcedes or Jag.

So much for my rant

Later

Jim

coloradocruisers · April 10, 2009

Good topic Joey. And good, thoughtful answers.

I think it does come down to the personal service you get from each crew member you encounter, more so than how many piano bars a ship has, or how good their live shows are. Even at today's rates, cruising is a significant expenditure, and most people have some expectation of individualized service. If you're left with the impression that you're just another cruiser, then I'd say that falls short of the mark regardless of the cruiseline or ship.