kadmgs Posted January 7, 2019 Report Share Posted January 7, 2019 Sailed on Rhapsody from 12/22-29. Had some major & minor issues while on board to include my wife being harassed by another guest because she overheard her at Guest Services discussing a housekeeping issue & assumed my wife was complaining about our stateroom attendant, which btw she was not. The other guest heard my wife say our stateroom number and wrote a nasty & vulgar letter & placed it on our stateroom number plaque. Security got involved & we got “we’re sorry” from a Guest Services manager. I emailed customer relations on Thursday, 1/3 & received what appeared to be an auto-reply from a “dedicated Guest Experience team member” with contact information. My question is how long should I wait for them to follow up with a phone call or email before I contact her? Quote Link to comment Share on other sites More sharing options...
princevaliantus Posted January 7, 2019 Report Share Posted January 7, 2019 2 hours ago, kadmgs said: Sailed on Rhapsody from 12/22-29. Had some major & minor issues while on board to include my wife being harassed by another guest because she overheard her at Guest Services discussing a housekeeping issue & assumed my wife was complaining about our stateroom attendant, which btw she was not. The other guest heard my wife say our stateroom number and wrote a nasty & vulgar letter & placed it on our stateroom number plaque. Security got involved & we got “we’re sorry” from a Guest Services manager. I emailed customer relations on Thursday, 1/3 & received what appeared to be an auto-reply from a “dedicated Guest Experience team member” with contact information. My question is how long should I wait for them to follow up with a phone call or email before I contact her? RCCL apologized accordingly for the note issue. I'm assuming no one was injured and this was the major issue. If service was not up to standard, you can express your concern via survey which RCCL sent you via email. Now, if you are looking for compensation, which won't happen, for the minor issues, these are dealt with adjusting gratuities at Guest Services accordingly. You only stated the one issue, so with that in mind, the minor ones might just be petty without knowing the severity. My advice, nobody was injured and minor stuff could be swepted under the rug and overlooked. Quote Link to comment Share on other sites More sharing options...
kadmgs Posted January 8, 2019 Author Report Share Posted January 8, 2019 1 hour ago, princevaliantus said: RCCL apologized accordingly for the note issue. I'm assuming no one was injured and this was the major issue. If service was not up to standard, you can express your concern via survey which RCCL sent you via email. Now, if you are looking for compensation, which won't happen, for the minor issues, these are dealt with adjusting gratuities at Guest Services accordingly. You only stated the one issue, so with that in mind, the minor ones might just be petty without knowing the severity. My advice, nobody was injured and minor stuff could be sweted under the rug and overlooked. I chose not to give a laundry list of all the issues we experienced on this thread as to not take up too much time of others. I only highlighted one of them as an example. I was not asking for judgement of what warrants contacting customer service or how to do so. I just wanted to know how long I should wait before contacting my dedicated guest experience team member. Your assumptions of my intentions and “pettiness” was uncalled for. Quote Link to comment Share on other sites More sharing options...
princevaliantus Posted January 8, 2019 Report Share Posted January 8, 2019 4 minutes ago, kadmgs said: I chose not to give a laundry list of all the issues we experienced on this thread as to not take up too much time of others. I only highlighted one of them as an example. I was not asking for judgement of what warrants contacting customer service or how to do so. I just wanted to know how long I should wait before contacting my dedicated guest experience team member. Your assumptions of my intentions and “pettiness” was uncalled for. Just an observation, opinion and advice. As for waiting for a call, give them a call after 5 days from initial contact. Goook luck. Quote Link to comment Share on other sites More sharing options...
NS8VN Posted January 8, 2019 Report Share Posted January 8, 2019 Gotta say, I was definitely getting an "only getting one side of a very 2-sided story" vibe from the first post, and the tone of that reply sure solidified those thoughts. I doubt this is worth pursuing further, but I guess follow the advice above. Quote Link to comment Share on other sites More sharing options...
Fuzzywuzzy Posted January 8, 2019 Report Share Posted January 8, 2019 Quote Link to comment Share on other sites More sharing options...
kadmgs Posted January 8, 2019 Author Report Share Posted January 8, 2019 Thanks for the help. Quote Link to comment Share on other sites More sharing options...
Oliver Posted January 8, 2019 Report Share Posted January 8, 2019 1 hour ago, kadmgs said: I chose not to give a laundry list of all the issues we experienced on this thread as to not take up too much time of others. I only highlighted one of them as an example. I was not asking for judgement of what warrants contacting customer service or how to do so. I just wanted to know how long I should wait before contacting my dedicated guest experience team member. Your assumptions of my intentions and “pettiness” was uncalled for. It’s probably unfair of you to post a story about something you are unhappy about on a cruise board and then get upset when people give their opinions. Next time just leave the story out if you don’t want people to comment. While I also agree with others that this issue should just be dropped, I hope that Royal somehow resolves the issue to your satisfaction. Carlos A. 1 Quote Link to comment Share on other sites More sharing options...
Matt Posted January 8, 2019 Report Share Posted January 8, 2019 Post Cruise Guest Relations department. Call it at 800/256-6649 Quote Link to comment Share on other sites More sharing options...
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