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Adriana
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Good morning! Okay, I am sorry, I am just venting. Cruising is great. Royal is great. I am typically quite positive, but good golly, what a cruise this time! I arrived at port at my assigned time, around 11am. I have cruised many times, but never had seen this traffic. The garage was only for handicap and we had to go to the overflow lot. It took an hour just for that. The line to get into the terminal was wrapped around the building. I found The Key line and while short, it took forever. Every other line was moving smoothly and quickly. About three quarters of The Key line folks were in walkers or wheelchair or some sort of implanted medical device, so security took longer, plus most seemed to not remember to have their needed items out. After that, I was asking about where to go for The Key, no one knew. I walked around, no one knew. I found a sign and went to the dining room. It was chill, food from Chops. I did not like it, but that is just me. The bags had been sitting for some time, so I grabbed mine and took it to my cabin. Then, I find a family of three in there. The cards are on the door now, so although it had my name, they took it and settled in my cabin. They were Chinese, so I could not chat with them, but I think they were just confused about their room, went to the wrong place. I go to Guest Relations and they did not know what to do or how to get in contact with them. I explained they were in there now, but no one went to talk to them. The lady with whom I was speaking was wonderful, the manager, not so much. He was telling me to move out of the way so others could get help. Alina was trying to tell him that she was helping me with dining reservations, but he kept going on and on until he finally heard us both say it. Since this was taking hours, I could not get the times I wanted and when she checked, the times she made were not correct and the restaurants would not change it. After more time, I was assigned a cabin. My luggage never got to my cabin, I had to go find it, it was near my original cabin. It is my first time as Diamond and was looking forward to seeing my benefits, chefs gift, pin, etc. I had none of it. I go back down to Guest Relations and tell them again what happened and the response was, “okay, no worries.” Pardon? I am not apologizing, I am saying I did not receive anything. He directs me to Crown and Anchor. It was almost 9pm, except for lunch, I spent the entire day there, even missing sail away. So, I just went back up to my new cabin.

     This cruise just seems different; most means, I am getting exactly what I say o do not want (like seafood), not bringing me what I order, stateroom attendant not doing much of anything, just a bunch of stuff. I do not want to continue to gripe as I know I am just agitated more since sitting here for hours at immigration since we all had to get off at Miami (we were given contradictory info about it; when you get off, you do have to wait for every single person to clear before getting on; so glad I did as I was told and got off at 8am (“don’t worry, you can get right back on” so not true) and have been here for hours. 
 

 I keep hearing that things have change since COVID, different level of service. I have no doubt that most things are wonderful. I just am having poor luck every day. Thanks for letting me complain for a bit. I am solo and do not like to complain, just have been telling everyone everything is fine and lovely, so now I feel better. Thanks! Back to being pleasant. 

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15 minutes ago, Adriana said:

Good morning! Okay, I am sorry, I am just venting.

I think after all of this you are allowed to vent a little...

15 minutes ago, Adriana said:

Diamond and was looking forward to seeing my benefits, chefs gift, pin, etc. I had none of it. I go back down to Guest Relations and tell them again what happened and the response was, “okay, no worries.” Pardon? I am not apologizing, I am saying I did not receive anything. He directs me to Crown and Anchor. It was almost 9pm, except for lunch, I spent the entire day there, even missing sail away. So, I just went back up to my new cabin.

Yeah, after all of that I wouldn't have wanted to scoot over to the main C&A desk either (the one next door to Guest Relations).

My recommendation would be to stop by the Diamond Lounge tomorrow morning or this afternoon.  Play with the fancy coffee machine if you like coffee, and say hi to the Diamond Concierge.  They will usually have office hours at various points during the day.  It's listed on one of those sheets you didn't get because of the people that stole your room.  Then you can sit down at his desk and give the quick version of your story, mention how you didn't get any of the papers you should have, etc.  At minimum he should be able to give you the papers you missed.  Often the pin comes later on during the cruise anyway, but he can confirm that.  He can also make sure that C&A knows what room you are in, so you will get any more treats they may send to the room, etc.  Since you missed your boarding day cookies and the can of water.

On Wonder the office hours for the Diamond Concierge were 8am-11:30pm and 4:30pm to 8pm.  Morning might be less busy than the afternoon.

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I read your post in the other thread. I am sorry you are dealing with all of this and it threw a wrench in your start of vacation & end as well. 

I noticed in the other thread you said there were 600 people still needing to be cleared, i think the organization of clearing customs was not done properly, whether it was by CBP or RC or a miscommunication between the two (RC saying you can go right back on & customs saying other wise) either way is a bummer and communication between the two needs to be better.

 

I am sailing Anthem on the 13th and now I am feeling a bit anxious as it is my first time cruising (we don't stop in Miami but still with everything you else you said I am anxious) 

 

Hope the rest of your day & trip goes smoothly. I know all too well how the wrong start to the day can throw the whole thing off. 

 

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I'm sorry that your cruise has not lived up to your standards. The population that does not speak English well has been cruising a lot of NJ these past few months.  They need to communicate better with them.  I know I would be super annoyed if the cabin I picked out to my specific preferences had others in it and I was the one that had to move.  I can just imagine all 3 of them using just one room key!
As for the Key.  It's a shame no one could tell you where that was.  I do believe it is typiclally near the dining room. 
Re: the rude manager-take names, write letters.  You can even tell guest services you want your complaint documented. Everyone has a boss to answer to. Include this in your survey. ( a little more concise would be helpful)
The C&A gifts I imagine were in your first cabin.  However there is no guarantee for that.  I have had issues on my last 4-5 cruises in not having my gifts available on embarkation day and having to track down my items.  I don't know if it's shortage or a lack of communication.  I find myself tracking down the Loyalty Ambassador to make a gentle complaint.  "I don't know how the gifts find their way to cabins but mine were not there.  Perhaps there is a breakdown in the chain of communication".   

I would be upset if I had to stand for hours anywhere.  My back is bad.  Seemingly I look fairly fit, so no one would assume I need a chair but I would be in severe pain after that (and likely during).  It's funny how everything will be "soon" or "short" but I imagine that's part of the "keep it light" mentality. I would love to sit through the staff training to learn their "tactics to deal with the passenger".

BTW, I have traveled solo extensively this past year on Royal.  I too do not like to complain and don't let them know what's wrong -like serving things I did not ask for or not even bringing the appetizer I asked for.  My mistake.  I'll be speaking up from now on.  There is no valid reason I should not. Usually a word to the dining manager and things magically get fixed.

I hope your future cruises are better than this.
Use that survey to list all your issues.
 

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47 minutes ago, Adriana said:

Good morning! Okay, I am sorry, I am just venting. Cruising is great. Royal is great. I am typically quite positive, but good golly, what a cruise this time! I arrived at port at my assigned time, around 11am. I have cruised many times, but never had seen this traffic. The garage was only for handicap and we had to go to the overflow lot. It took an hour just for that. The line to get into the terminal was wrapped around the building. I found The Key line and while short, it took forever. Every other line was moving smoothly and quickly. About three quarters of The Key line folks were in walkers or wheelchair or some sort of implanted medical device, so security took longer, plus most seemed to not remember to have their needed items out. After that, I was asking about where to go for The Key, no one knew. I walked around, no one knew. I found a sign and went to the dining room. It was chill, food from Chops. I did not like it, but that is just me. The bags had been sitting for some time, so I grabbed mine and took it to my cabin. Then, I find a family of three in there. The cards are on the door now, so although it had my name, they took it and settled in my cabin. They were Chinese, so I could not chat with them, but I think they were just confused about their room, went to the wrong place. I go to Guest Relations and they did not know what to do or how to get in contact with them. I explained they were in there now, but no one went to talk to them. The lady with whom I was speaking was wonderful, the manager, not so much. He was telling me to move out of the way so others could get help. Alina was trying to tell him that she was helping me with dining reservations, but he kept going on and on until he finally heard us both say it. Since this was taking hours, I could not get the times I wanted and when she checked, the times she made were not correct and the restaurants would not change it. After more time, I was assigned a cabin. My luggage never got to my cabin, I had to go find it, it was near my original cabin. It is my first time as Diamond and was looking forward to seeing my benefits, chefs gift, pin, etc. I had none of it. I go back down to Guest Relations and tell them again what happened and the response was, “okay, no worries.” Pardon? I am not apologizing, I am saying I did not receive anything. He directs me to Crown and Anchor. It was almost 9pm, except for lunch, I spent the entire day there, even missing sail away. So, I just went back up to my new cabin.

     This cruise just seems different; most means, I am getting exactly what I say o do not want (like seafood), not bringing me what I order, stateroom attendant not doing much of anything, just a bunch of stuff. I do not want to continue to gripe as I know I am just agitated more since sitting here for hours at immigration since we all had to get off at Miami (we were given contradictory info about it; when you get off, you do have to wait for every single person to clear before getting on; so glad I did as I was told and got off at 8am (“don’t worry, you can get right back on” so not true) and have been here for hours. 
 

 I keep hearing that things have change since COVID, different level of service. I have no doubt that most things are wonderful. I just am having poor luck every day. Thanks for letting me complain for a bit. I am solo and do not like to complain, just have been telling everyone everything is fine and lovely, so now I feel better. Thanks! Back to being pleasant. 

Wow, what an awful way to start your vacation.  I can't believe they didn't simply have someone from Guest Relations escort you to your room and have the family who were incorrectly taking over your room, removed.  They would then be taken to their actual cabin.  That would have saved so much time.  The seapass cards that they would be trying to use wouldn't be correct so they couldn't use them to charge or get off the ship.  I really hope you have a great week after all of this.

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It sounds like you ran into some terrible bad luck, and I'm sorry that's how it started for you.

I think we all eventually have a bad start to a cruise for different reasons. It stinks, but I look at it as a new low water mark for myself and more than likely subsequent cruises are almost certainly going to be much better.

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Get on Twitter and call out Michael Bayley to this customs crap.  Security should be utilzed to clear the ship.  They start at the top and work their way down,  I imagine the issue may be a certain population that does not speak English-that was our biggest issue awaiting to sail away on a few cruises-someone finally started making announcements in that language in hopes of geting a response.  Twitter can work miracles. 

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Bayonne lot:   It has been the overflow lot since about last November or so.    A lot of people do not pay attention to their arrival times which lends itself to those long lines to drop off luggage. 
As for The Key line inside the terminal.  It is also for the handicapped (as well as Pinnancle/suite guests).  I've watched that line monthly since last year.  It IS the worst line.  The slower folks with the walkers and wheelchairs and I swear those security people are extra slow as well,  I do think they need to make announcements or at least have signs about removing cell phones from pockets.  EACH LINE has that issue.  It's like people have never been through security before!

I know the above is too late for you, but if anyone else is reading this they can learn something.

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@AdrianaI am so disappointed for you !  I know (b/c I am in the same situation !!!) how long you have waited to cruise...and to have this kind of disappointment right off the bat ?  UGH.  I think you are handling it extraordinarily well !  I would have been hoppin' mad.

So, if I may ask....did you encounter any issues with being unvaccinated ?  Everything went ok with all of that ?  They didn't question your test results ?

What kind of room did they finally put you into ?  I can't believe that they allowed someone else to have the room that YOU took the time, effort and expense to choose for yourself !  I certainly hope that your final room was at least a nice upgrade !

I'm sure you are already doing this, but be sure that you register all of your dissatisfaction BEFORE leaving the ship.  Frankly, there is very little they can/will do for you once you disembark.  I would request a meeting with the ship's Hotel Director.  Chances are they will direct you to someone lower down the line, but I would certainly request a chat with the HD...and settle for someone else if that's all you can get.  Document everything.  If they don't let you see the HD, be sure and let whomever you do see, know that you were not allowed to discuss your concerns with the person that you wanted (HD).  Talk to the Diamond Concierge and with the manager at Guest Services.  Take names !!!

Again, I am so sorry that your restart to cruising has been so stressful.  What a shame after all of the waiting...and I can tell from your postings how much you were looking forward to this cruise.  What a shame.

After having said all of that...please enjoy the rest of your cruise.  I don't mean to suggest that you spend your entire cruise huffing around the ship to register your dissatisfaction to everyone you encounter.  I don't wish that for you at all.  Do what you can and then "let it go".

🥰🥰 to you.

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43 minutes ago, LJay0301 said:

I am sailing Anthem on the 13th and now I am feeling a bit anxious as it is my first time cruising (we don't stop in Miami but still with everything you else you said I am anxious) 

 

The good part about people sharing their expereince is that we can have "a plan" to deal with those things if it occurs to us.  
 

The only thing i can think of that could have been done differently is the dining perhaps should have been done at one of the specialty restaurants or the main dining room.  Guest services seems to have to click through 10 screens any time you have to deal with them.  Additionally, write down what they say and then have them read it back to you.  At some point the reservations should appear in the app.  Double check it's correct -though like she said, it was too late.  Always check back, things can change.

I'll add another which  would be to speak up when disatisfied.  I really try to figure out if the staff ignores females-are they afraid of us? Or are they just afraid of solo travelers?  Though I did travel with 3 other women earlier this year and they seemed to have no issue serving us day old bread......and had we said somehting on day one I would hope it would have changed, unfortunately we were all mousy about it, so old bread it was. (at the time of major staffing issues so we wrote that off)

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16 minutes ago, Pattycruise said:

The good part about people sharing their expereince is that we can have "a plan" to deal with those things if it occurs to us.  
 

The only thing i can think of that could have been done differently is the dining perhaps should have been done at one of the specialty restaurants or the main dining room.  Guest services seems to have to click through 10 screens any time you have to deal with them.  Additionally, write down what they say and then have them read it back to you.  At some point the reservations should appear in the app.  Double check it's correct -though like she said, it was too late.  Always check back, things can change.

I'll add another which  would be to speak up when disatisfied.  I really try to figure out if the staff ignores females-are they afraid of us? Or are they just afraid of solo travelers?  Though I did travel with 3 other women earlier this year and they seemed to have no issue serving us day old bread......and had we said somehting on day one I would hope it would have changed, unfortunately we were all mousy about it, so old bread it was. (at the time of major staffing issues so we wrote that off)

I am happy to see, hear and learn from others experiences 

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So sorry to hear this @Adriana  I know you were planning, researching, and looking forward to this cruise so very much. You do all the right things in planning and they mess it up. I hope you feel up to doing all of the follow up things to call people out on this - I know I sometimes don't want to deal with it, but they seriously f***ed this up for you and there should be some accountability. Virtual hugs.

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Thank you all! I really do feel badly about complaining. I am grateful for everything, it teaches me patience. But, still, kinda getting to me since there are significant issues each day. It is now past noon and we are still waiting for everyone to get off and cleared so we can get back on…waiting for four hours now and will be a while to get everyone back on. Oh well, nothing to be done. I am more concerned that everyone remains calm. 
     @FionaMG, yesss! Alina was so wonderful!

@WAAAYTOOO, thank you! It has been a trial each day, but such can be life. When I arrived and showing my documents, they asked about my test, I showed it and was done. No other issues. 
 

   Thank you again for the support! I do not really want to complain or call out some of the crew that really have been well subpar, we all have our days. Two have been consistently poor. Trust me, I easily overlook the minor things, it has been more than that. 
 

I also wondered if being alone has made an impact. At most dinners (except Chops), I feel forgotten. Wrong order, do not bring what I ask for multiple times; other people order, have their main and ordering dessert and I am still waiting for my course while they go through all that, etc. I even leave extra tip, but it continues. @Pattycruise

 

Okay, really will stop complaining! 

 

No way!! Hold on, they just said they are having issues and cannot get back on yet. Still waiting for people to get off and other issues. It is past noon now.

 

Okay, no will be quiet. 

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I was told that they could not get in touch with them (they were in the cabin) and would take too long to clean it again for me and wanted me in a new cabin. Alina was super nice. The manager not so much. No need to reprimand me for standing at the counter. I was not holding up anyone like he says, I would not do that, I was making reservations. That upset me more. 

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1 hour ago, Pattycruise said:

Bayonne lot:   It has been the overflow lot since about last November or so.    A lot of people do not pay attention to their arrival times which lends itself to those long lines to drop off luggage. 
 

We got to park in the garage last Christmas.  I figured the "overflow lot" was only needed when they had Oasis + Another RCL ship + Celebrity Summit going out of Bayonne.  But now aren't we back to just having Anthem sailing out of that port?  So I'm a little surprised they are still using the overflow lot.

Where is this overflow lot anyway?  How far from the terminal is it?  I'm boarding Anthem on Sunday.

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2 hours ago, Adriana said:

 

 I keep hearing that things have change since COVID, different level of service. I have no doubt that most things are wonderful. I just am having poor luck every day. Thanks for letting me complain for a bit. I am solo and do not like to complain, just have been telling everyone everything is fine and lovely, so now I feel better. Thanks! Back to being pleasant. 

Things definitely have changed since COVID. Staffing is difficult and i don't fault Royal for that. lots of new people, trained fast and put to work before they would have been pre-COVID I'm sure. I do fault royal for stuffing these ships to more than max capacity. That just exacerbates the poor service situation. We have moved to Celebrity and I'm hopeful my experience in December will be better than our 3 Royal experiences in 2022. Hope your cruise gets better. 

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Wow.  Just wow.  First the people who were in my room would be getting out.  After the one experience of waiting for a guarantee room...I only book rooms I've selected.  After they got them out, the steward would have to clean everything, because there is no way to know if they sat on the beds, used the bathroom, etc...  I would make sure that your unsatisfactory experience at guest services gets noted on your survey.  I find it unsettling that they entered your room with your card.  You know....the card you may have a payment attached to.  The housekeeping supervisor should have been alerted to fix the problem, instead of having it be "your" problem.  They probably ate your C&A cookies that they weren't suppose to get.  What a hot mess!

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@Adriana I don't see this as complaining at all. It is just venting. All of these issues are the signs of green crew. The fact that the manager was rushing you is exactly something you should complain about. Your issues are actual issues, this is not waiting 5min extra for a drink. These things have affected the outcome and caused a domino effect. I am sorry none of the favorite foods you wanted to try are happening. I dine solo and have never received an incorrect order, dining staff must be really new. I echo everyone else, make sure you handle any and all disputes before leaving the ship.

People being the worst has really started to become a thing. Disembarkment for my B2B was really delayed because of stragglers. We didn't head through custom until almost 10am and was barely back on the ship before they started letting the new cruisers on. You still have a positive outlook, so I hope things start to get more amazing for you.

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Thank you again! My heart hurts for those stuck outside waiting to board in the sun and heat. I am grateful for the positives and the lessons I can learn from the negatives and maybe not getting the extra calories from all the orders I never received. @Ampurp85, thank you! I think I will include some of this in the survey. Like you said, I would not blink an eye for waiting five minutes for a drink, but I had to wait a looong time for my meals by the same server. I mean couples in and out and I was waiting and still would not get my drink or part of my order. I am actually pretty sweet and never gave a hard time, so I don’t think they were lashing out, just not paying attention to me.  

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Captain came on a few minutes ago to apologize for the delay and said there will be letters in our staterooms explaining it and how they will make up for it. I am guessing a future cruise credit or something of that nature. They are still trying to board everyone who has been waiting at it is 3pm. My heart hurts for those waiting outside. 

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2 hours ago, Pen said:

Wow.  Just wow.  First the people who were in my room would be getting out.  After the one experience of waiting for a guarantee room...I only book rooms I've selected.  After they got them out, the steward would have to clean everything, because there is no way to know if they sat on the beds, used the bathroom, etc...  I would make sure that your unsatisfactory experience at guest services gets noted on your survey.  I find it unsettling that they entered your room with your card.  You know....the card you may have a payment attached to.  The housekeeping supervisor should have been alerted to fix the problem, instead of having it be "your" problem.  They probably ate your C&A cookies that they weren't suppose to get.  What a hot mess!

Getting to my room and the keys not being at the door like that is always a fear for me when boarding, never mind the horror to find others in the room you booked!!!... I liked it much better when they printed up the SeaPass cards at check-in and handed them straight to you. 🥲

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 I am with you! I was not expecting a family in there! When Guest services said they did not know what to do, that the ship was at capacity, it def felt worse. At almost 9pm when I was still there and wasted a day, sure did not feel great. Thankful I found my luggage and got things relatively settled, though. And Alina kept trying to find a solution, so that gave me hope. @Cruiser4Life, I miss being handed my card, too! 

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5 hours ago, Adriana said:

I was told that they could not get in touch with them (they were in the cabin) and would take too long to clean it again for me and wanted me in a new cabin. Alina was super nice. The manager not so much. No need to reprimand me for standing at the counter. I was not holding up anyone like he says, I would not do that, I was making reservations. That upset me more. 

I swear I want to learn to say "would you speak to a man that way?".

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4 hours ago, karl_nj said:

We got to park in the garage last Christmas.  I figured the "overflow lot" was only needed when they had Oasis + Another RCL ship + Celebrity Summit going out of Bayonne.  But now aren't we back to just having Anthem sailing out of that port?  So I'm a little surprised they are still using the overflow lot.

Where is this overflow lot anyway?  How far from the terminal is it?  I'm boarding Anthem on Sunday.

I'll be onboard Sunday as well!  
There are 3 different overflow lots. 
First is past the garage, as if you are leaving the port, and is straight ahead. when you get to the 'T" intersection drive across  I did that one in May.  They offered a very small shuttle to take you from the lot back to the terminal.  I figure it was about 3 long Manhattan blocks to walk back to the terminal, and it is under those white tents where you can walk, so we did that.  That time we had to pay as we entered, they had handheld device.  I did not see that one open in June.

The next is if you follow to exit the pier -as above-and instead of going straight into the lot you make the Left at the "T" intersection  and an immediate left into what looks like a driveway.....the first section of that appears to be for pick up trucks.....the next lot is when you go through that lot....you actually wind up directly  across the street from the terminal. (you just double backed)   I guess you can call it all one lot.  We were parked there twice.  First time they did not say to take the ticket with you....thankfully I realized we would need it.  My son paid the tab at the machine when we returned.  Next time hubby dropped us all off and he parked.  I could see the lot from the outside terminal seating.
Just an FYI-it seems counterintuitive but they say stay in the left lane to do the overflow lot......others will drive past you on the right, they are likely uber/lyft/family who have done drop offs and are leaving


 

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23 minutes ago, Pattycruise said:

I'll be onboard Sunday as well!  

Ah, how funny.  I think we were both on Oasis of the Seas for the October 24, 2021 sailing too.

23 minutes ago, Pattycruise said:


There are 3 different overflow lots. 

Just an FYI-it seems counterintuitive but they say stay in the left lane to do the overflow lot......others will drive past you on the right, they are likely uber/lyft/family who have done drop offs and are leaving

 

Ok thanks... I pulled up google maps in the satellite view and I see what you mean, much appreciated!

 

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I am sorry you are having such a bad experience and I apologize for laughing when I read about the Chinese people in your room and that you don't speak the language.

We had a bad cruise last December and the fact they were so unapologetic made me reconsider the 4 cruises in 22 we already had booked. We didn't cancel the cruises, and we could have under the cruise with confidence and not been out a dime, and glad we didn't.

I do hope that unlike what happened to us, Royal will reach out and do something to give you some comp on a future cruise and that this will be a total anomaly in your cruising life. 

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I have to add some positivity. While they have yet to get my orders correctly or in normal timely manner in other restaurants, it has been a pleasure at Chops. Except for a tiny order mistake (absolutely no biggie), they have been perfect. They have been hospitable, treated me like a lady, checked in on me, made sure I had all I needed, etc. It has been a pleasure and the crew there have been absolute gems and gentlemen. 
     They also have on board credit (amount depending on cabin) for the issues today. That was quite nice!

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