Just going Diamond Plus

[WAAAYTOOO]

I feel your pain, Celebration. In all of my years (not decades though) I have been upgraded a grand total of once. That was from a Boardwalk view to an ocean balcony on my last Oasis cruise.

 

I could not agree with all of you more. It is a total mystery WHY RCCL would have a loyalty program that touts so many wonderful advantages and benefits and then be loathe to advertise them or even display them in any way ! The whole idea that they would say, "it was absorbed into the total package and you will not be able to see it" is so counter-intuitive that it borders on the ridiculous !

 

I completely understand what Matt is saying about "hiding" them from the public but why in the WORLD would they hide loyalty discounts from the loyal ??? People are smart enough to realize that some loyalty levels are going to get more benefits than others based on their tier....just come out with it and be up front about what your benefits/discounts are ! That way those who may not currently be getting that much will strive to reach the level where they WILL get more.

 

I think Matt is probably right and the C&A discounts that are being discussed in this thread are probably the old savings certificates (what a total PITA those used to be !)...so that program has phased out and they have something different now ? Name it, advertise it, quantify it and implement it ! Otherwise, it's nothing but a frustration.

[Galveston Steve]

You won't see the Crown & Anchor discount until you select your cabin and then click on "View Summary of Charges" just below the price shown on the right side of the page.  This brings up a pop-up window with the pricing detail.  In this case, my Platinum Crown & Anchor discount is $100 and there is also a BOGOHO discount.  Your results may vary  :huh: .

 

>> You have to click on the icon to open the screenshot <<

 

Here is my official Royal Caribbean invoice for the same cruise, which was booked a while back.  It shows the "CAS Balc Suite" discount and the 30 for 30 discount that was happening at that time.

 

 

The discounts absolutely do exist.  I think this is just a case of RCI not being very savvy with their website.  I agree with others that it would be nice for them to flag the cruises that offer the CAS discount and make a bigger deal out of it.  This company is so innovative in many areas, but they sure don't show the WoW on their booking website.

[CelebrationFlCruiser]

Guess what just came in the mail?

 

A crystal block award and all our pins that we never got. Amazing. My faith in Royal Caribbean is restored.

 

Another crystal block award level will be reached on our next cruise in August 2015. We now know, to inform the loyalty person on-board, if it is not in our room.

 

We have heard a lot of people and couples that have not received earned awards and/or pins. All you need to do is call Crown & Anchor number and let them know and they mail it to you.

[DocLC]

This is great to hear, CelebrationFlCruiser.

[LanaH]

I think we got our D+ pins in the mail....although I am not entirely positive about that.

 

It has been my experience that C&A is very poor with recognition...which is supposed to be one of your "perks". We were never even acknowledged when we reached Diamond or Diamond Plus. I guess I don't really care that much about being recognized anyway. As long as the bennies are where/what they should be.

I've had to go to the Loyalty desk for each and every one of our pins.  They are beyond slow.  Four days into the cruise where we were Diamond I went down and finally got the pins so we could get into the Diamond Lounge and didn't even know what we were entitled to.  I even had them change our Sea Pass card to one that read Diamond because the original one wouldn't open the door even though we were told it would and it was always a pain to try and convince whomever was on duty that we truly belonged there.  That night what shows up in our stateroom? Emerald pins for the two of us and our daughter who was at platinum at that time - go figure.

[LanaH]

Everything is inconsistent for us, except receiving the pins that we didn't know about and don't care about.

 

Will be turning diamond on our next cruise, as long as I get the free drinks going forward all will be forgiven though.

 

I don't think our son has received a gift since the very first cruise he went on when he got an RCI bag.

 

Never been offered the robes in the cabin, have to politely ask every cruise, meanwhile three sets of friends we have cruised with (none of whom made Platinum yet) have all gotten robes offered to them and/or in their room when they first went in.

 

Doesn't really bother me, but why have a loyalty program and offer "perks" if you don't bother to a) give them out and B) limit them to people who have earned them so that they are in fact "perks".

Your son got a bag?? Seriously.  The day you turn Diamond, trot yourself right down to loyalty and get them to give you your pin (and maybe change your Sea Pass card to read Diamond too.  Don't let them tell you they can't.  I didn't do that on the two previous cruises and was told by the Loyalty Manager herself (she is a senior manager as she has been in that position for a number of years) that I should have - even though supposed it doesn't go into "effect" until after you complete the cruise, she said that is only because they never used to be able to do it live from the ship so had to wait for Corporate to do the updates, now, everything is online and can be done immediately.  You paid for the perks so you might as well get to use them.

[LanaH]

Clearly Royal Caribbean needs people on an administrative level with a different skill set. Compairing manditory gratuities to airline baggage fees and airline policies or to justify things by saying "most of the other cruise line companies are doing it" so that is why we are doing it. They keep repeating this to justify a bad policy. This is just an example of bad PR. My young children used to justify things like that. Johnny or Mary are doing it so I should do it.

 

Royal Caribbean should be the leader in these policies, not just a follower.

 

But, this is a Supply and Demand issue, or a case of charge what the market will bear. Their ships are at or above capacity. The suites sell out first. Why offer more perks, when they take them away, there is little to no effect on the bottom dollar.

 

We too took a break from cruising because we just decided not to. Currently we are back, but new policies (ie: less benefits, less perks, manditory gratuities, ect, ect) are very disturbing.

 

Our decision to cruise again, at our current rate was fueled by a not so good cruise. We either were not going to cruise again or go for the next level and then decide if we were going to continue. So, we are on a quest to get to Diamond Plus. When we reach that goal, at our next cruise, we will re-assess the benefits, perks, and revisit the gratuity issue. Then we will either continue cruising or only cruise on special occasions.

 

I miss coming back from dinner and finding a special something branded from Royal Caribbean on our bed, I miss the shampoo/conditioner/hand cream in our bathroom, I miss all the perks and special attention given to the loyal cruisers that have spent tens of thousands to get to the upper levels of the loyalty program, only to be told " the reserved seating is not for you, it's for Diamond Plus and Pinnacle level cruisers only".

 

And I am tired of, at each roll out of a new benefit program, intermingled in all the PR, we as loyal cruisers continue to loose ground with perks and benefits. Royal Caribbean's solution is to bypass the loyality program and start booking the suites. They now are advetizing that they will have more benefits and perks with the suite level of cruising. When the cruise ships are dry docked for renovation guess what they are doing? Add more suites, getting more revenue per sailing.

 

This is what the top cruising company should be doing along with catering to the crowd that has stayed with them and continues to fund their coffers. Currently, they do not have to do anything or keep reducing the "freebies" because the bottom line is they are at capacity. Their ships are booked.

 

Only when the industry is scrambling for customers do they add more benefits and perks. Currently this is not the case.

 

After we hit Diamond Plus, we will re-evaluate our vacation choices.  Getting recognized as a loyalty person is nice (ie: pins and rewards) however it is the " how you feel when you leave the ship" that determines returning. Are you actually being treated that differently from a $500 room to a $2,000 room. The balcony and size are nice but, is the staff better responsive? Did you feel that the cruise was worth the expense (ie; effort to get to and from the ship, the monies charged, the issues that happened, ect.)? It is all about handeling and meeting the needs and wants of the thousands of people on board a ship at any given time.

 

I would think that everything needs to be handled like the "Bell Curve" or as Royal Caribbean calls it, "Tiered Award" systems.

 

Now it seems you can bypass all the thousands of dollars (and for some, hundred of thousands) and just when you want to go and be treated 1st class, just book a suite. Then you get all the perks and benefits and actually you seem to be treated better than the loyal customers. We are now booking suites to get the same feel that the Diamond level and below levels used to be, or feel like. And quite frankly when people do this, they then are not looking for a specific cruise line, they are looking for the best port and "bang for your buck" cruise.

 

It's a juggling act. How do you keep the loyal customers and not loose them and yet have new cruisers have that same great experience as the upper level pin holders? Their answer: Suites. Hence, the new roll out of increased benefits and perks for the suites.

 

They seem to have an endless supply of customers eager to book and cruise. I came from a city population of less than 7,500. Now the ships meet or exceed this number. They are cruising cities.  And, like a city of that size, have the same issues. Managing that, so the majority has a good feeling upon leaving, is a true juggling act.

 

So we are back to, why should Royal Caribbean up the benefit programs for loyal customers when thier cruise ships are at capacity? And, they have reduced the perks and benefits, with little to no effect on the financial spread sheet. "Supply and Demand" or "Charge What the Market Will Bear"

 

Let's see what Royal Caribbean's Diamond Plus feels like". One more cruise.

Sad to say I have to agree with Celebration.  We are at the same point (all though only lowly Diamonds) - because, frankly there isn't much incentive to continue to Diamond Plus or Pinnacle anymore.  We have done a not quite Suite (Jr. Suite) the last 3 cruises because it was cheaper to do a 3 or 4 way split on a slightly larger room then it was in some cases to do a regular D class balcony and an inside room, but I'd rather have a lowly D class balcony which is more than adequate for our needs and save the money to spend on what I want to do - not make RCCL richer.  the fact that we've stuck with them for 10+ cruises should count for more than the person who decides to throw out $6000+ for one trip.  Almost every ship does, if not the exact same itinerary, the same ports - and almost exclusively the more commercial ones where they can get a bigger bang for their buck.  They claim they don't get any kick backs but I'm finding that hard to believe with all the DI stores and the likes at the various ports they do stop at.  The cruises to Samana and similar, less commercial ports, are harder and harder to find and, in fact, the cruises are all much shorter in distance then they were even 5 years ago.  We have jokingly said that they just sail out of port for half an hour - just far enough to drop anchor so they can open the casino and shops and then they sit and troll for the night until they can weigh anchor and sail the half hour it takes to get to the next port.  Geez just arrange for a water taxi service and let me see some of the nightlife in Port A or charge me an extra buck to pay for the additional docking fees to stay later.  If I can see the lights of where I just left and the lights of where I'm going - I've NOT gone far enough already.  If my loyalty means nothing and I'm going to stay in one spot I think I should be booking an All Inclusive next year!

[CelebrationFlCruiser]

Just got back from the Alaskan cruise in a Grand Suite. There was no Diamond Club on board, only a Suite Concierge Club. Brian, the Suite Concierge, saw that we had Diamond designation on our seapass and told us that diamonds were not allowed in the Concierge Suite area. We told him we were in a Suite. He went on to state that Diamond level cruisers were not even going to be allowed, after January 1, 2016, in the Diamond Club area. He said the R.C. companies shift is more towards the Suite cruisers. They will be taking more away from the Diamond level cruisers and boosting the Suite (not jr suite), and Diamond + and above, amenities.

 

He stated that after Jan 1, only Diamond +, and Pinnacle, would be the only levels allowed in the Diamond Club and/or Suite areas. He went on to state that there were just too many Diamonds and that they were very common now. Isn't that great. You are loyal to one cruise line and spend thousands of dollars to get to the different levels and now we are too common.

 

Also when looking at our final bill, noticed that we were charged for drinks that should have been free and internet services that were also, because of the Diamond level status, should also have been free.

 

Also the Grand Suite has 2 bedrooms and 2 bathrooms, only 1 set of bathroom amenities were in the suite. When we asked our attendant to supply the other bathroom with amenities, he stated that he would have to get his supervisors approval. They were in the 2nd bathroom the next day.

 

Be sure to check your final bill prior to departing. This is another way to boost their income. We had numerous charges for items supposed to be free and amenities that were not provided. At the one of the meetings a person asked why they were taking away things like chocolates on the pillows, ice carvings, loyalty freebies, bathroom amenities, ect. The Cruise Director stated that everything has it's cost and Royal Caribbean feels that the little things given to the loyal cruisers was not cost effective. And, in order to keep costs down for the cruisers, they have done away with a lot of things and will continue to do this. He went on to state these cost savings are allowing them to do ship upgrades and keep getting larger ships on line. It's hard to argue his point when most of the ships are either sold out or close to it. And the suites seem to sell first. Why should they provide the better services to the different loyalty levels when the suite cruisers are paying such high room prices in comparison to the loyalty groups?

 

The cost of our suite for this cruise was over $10,000. What they are saying makes perfect sense. However, in all businesses, there comes a time when the market can not bear, or the demand simply drops off and then it is the loyal customers, that are still there, that keeps a company solvent.

 

Supply and Demand. As long as they continue to have above capacity booked ships  there is no monetary incentive to do anything different and to continue to cut costs.

 

Also noted that the majority of the people in the Concierge Lounge we met, were 1st time cruisers on Royal Caribbean or occasional Royal Caribbean cruisers. When talking to these suite cruisers they, for the most part, were saying that the other cruise lines offered more amenities than Royal Caribbean and that Royal Caribbean would not be their first choice again.

 

They also had a party for the suite guests and a welcome back party for the loyal cruisers.  It seemed to us the emphasis has definitely changed to concentrating on the Suite Guests.

 

Our next cruise will be the one that puts us at Diamond +. Is it worth it?  After spending thousands and thousands of dollars with Royal Caribbean and a lot of planning and time, we are questioning this.

 

What is ahead only Royal Caribbean knows but after all this money and time, we again will be at the bottom of the pack again at only the Diamond + level. They are already stepping the Pinnacle levels.

 

There is only one thing you can count on. The loyal cruisers can look forward to less services and amenities while they boost the suite cruisers.

[Marc]

Brian, the Suite Concierge, saw that we had Diamond designation on our seapass and told us that diamonds were not allowed in the Concierge Suite area. We told him we were in a Suite.

That is really odd. You did have gold-colored SeaPass cards, right? One would think he'd notice the gold cards before reading that it said "Diamond Member".

[CelebrationFlCruiser]

Interesting you should take that one thing and comment on it. I entered the lounge with another person using their card. I was wearing my Diamond pin proudly.

 

I quickly removed my Diamond pin when it was pointed out that it was a common pin, and my cruise card, seapass gold card was worth far more than any Royal Caribbean pin level.

 

The point of the post was, and is, pins levels have been greatly diminished in value and now, it is the almighty Suite Cruiser, that is of value.

 

The Gold seapass card is the one to have while cruising on Royal Caribbean. Recognition, Services, Benefits, Perks, ect.

 

Now the levels of seapass cards are the final discriminating thing (Blue, Silver, Gold). You don't need to be a return cruiser, just be in a suite and you get everything (not a jr suite). Just flash your gold card and things happen.

 

Diamond and above recognition is a thing of the past.

[DocLC]

This is very disappointing to hear, especially about restrictions to the Diamond Club. Perhaps they need to consider renaming it.

 

I think it's obvious that cruising is a growth business and the emphasis has shifted to attracting the never-have-cruised cruiser than enticing the veteran cruiser back as we're already hooked.

[Marc]

Interesting you should take that one thing and comment on it.

Well, I didn't have any comments about the rest of your commentary. That particular statement just seemed odd that someone who would be trained to look for a gold SeaPass card wouldn't notice it upon looking at one.

 

I've been suspecting for some time that the explosive growth of the number of Diamond and Diamond Plus members will eventually lead to two lounges: Diamond Plus and Concierge (suite). They've been promising that this isn't going to happen in the near future, but there have been some signs that it may happen soon, so if it were to happen next year, I wouldn't be terribly surprised.

[Matt]

Thank you for the lengthy post.  I appreciate the report on your experience and you sharing some of the changes you heard about.  I'll try to dig a bit more on the Diamond Lounge changes to verify.

 

I hope you will share your thoughts about policy changes in the post-cruise comments that are emailed to you.

[monctonguy]

I hope that is not true about diamond losing their perks! I am getting close to that level now....

 

If that is the case, they need to change something...as the D+ and pinnacle are so far away that it is not possible for most to reach.

I get that the suite people deserve more when spending that kinda $$ on the cruise...but there should defn be something for us lowly ppl that book many cruises. I could book a suite once a year, or cruise 4x a year in oceanview or inside.....and someone who goes 4x prob spends more on those 4 trips that someone doing one cruise in a suite!

[CelebrationFlCruiser]

I hope that is not true about diamond losing their perks! I am getting close to that level now....

 

If that is the case, they need to change something...as the D+ and pinnacle are so far away that it is not possible for most to reach.

I get that the suite people deserve more when spending that kinda $$ on the cruise...but there should defn be something for us lowly ppl that book many cruises. I could book a suite once a year, or cruise 4x a year in oceanview or inside.....and someone who goes 4x prob spends more on those 4 trips that someone doing one cruise in a suite!

 

I hate to say, but it is on all the sites, they are saying that the loyal cruisers are losing perks and benefits to the suite cruisers.

 

Just like they are pushing you into drink packages with the high prices of the individual drinks, or pushing you into photo packages when each photo is $20+, or the OK free in the main dining room meals into the specialty restaurants at a cost with much better food, they are pushing us into the suites with all the perks. Why do you think you'll find a lot of Diamond + and Pinnacles in the suites. Granted there are a lot of 1st time cruisers in the suites there is also a large percentage of upper tier loyalty in the mix too.

 

Why go through the thousands of dollars and time to get to the upper loyalty levels, when all it takes is book a suite?

 

You are definitely right about spending monies on board the ship. The cost of the actual stateroom just gets you on-board. They are counting on the casino, the drink packages, extra cost dining, the spa treatments, the the excursions, the photos, the gratuities, and the endless stream of t shirt-watches-picture-items on sale, to boost the monies up to double/triple the stateroom cost. And now they are charging for things on their own islands. I remember when all the island stuff was FREE (or included in your cruise cost).

 

I like the SeaPass for everything (boarding, paying for things, ect.) but it has it's drawbacks. When no money is exchanged on-board, or at least you don't pay for things with actual cash in hand, and you do not see the transaction in front of you, it is hard to track and manage. I always go to Guest Services before the cruise ends and get my bill.

 

Everytime, I have had to get them to take something off that is wrong. If you wait until the last second to go to Guest Services and try to get them to correct a bill, you will be waiting in line forever. At least now they are delivering your bill to your stateroom just prior to leaving.

 

Again, EVERYTIME they have added a charge or billed me for something that is supposed to be free.

 

Check your bill before the last day. The shell shock is less if you do it before you disembark.

[Shocked]

As a family we have been cruising with Royal for over 10 years now.We are diamond members soon to be diamond plus.We took many cruise before they changed the cruise point system in 2010 when before it was one point per cruise.We have done 3 B2B's cruise before and a 12 night cruise before the change so only counted as 2 points on the B2B's.I think Royal should allow us to have the new points added on to them.We would now be well over diamond plus.

[CelebrationFlCruiser]

As a family we have been cruising with Royal for over 10 years now.We are diamond members soon to be diamond plus.We took many cruise before they changed the cruise point system in 2010 when before it was one point per cruise.We have done 3 B2B's cruise before and a 12 night cruise before the change so only counted as 2 points on the B2B's.I think Royal should allow us to have the new points added on to them.We would now be well over diamond plus.

I feel your pain, Shocked. Same thing happened to us and I am sure a lot of loyal cruisers. We had just got to Diamond and the rules got changed, and now, we are now going Diamond +, and the rules are again about to change. We find ourselves chasing points.

 

Get ready for the next changes coming Jan 2016. I have a feeling that we as the loyalty group will again be disappointed. I keep hearing that Royal Caribbean has put a lot of money, time, and planning into the new Suite Deals that will also be rolled out Jan  2016. They already have a brochure out with the new categories of staterooms and new perks and benefits. Already the New Suite Concierge Lounges look and feel like more than the Diamond Lounges (if they have both on board).

 

It is a fine line they walk. You do not want to get the "Loyals" so upset that they jump to another cruise lines, and you want to sell the ultra suites and offer all sorts of perks and benefits. Most people just cruise once a year, the Loyals cruise much more than that. You do not want to slight the Loyals just to try to get more of the one time a year cruisers. Or do you?

 

It's hard to bargain when you have no leverage. The ships are over capacity. Most are leaving the docks at over 100% full. We just checked on an upcoming cruise in 4 weeks and it is already sold out.

[CelebrationFlCruiser]

I think there needs to be a new category of cruisers. Those that have cruised for 10 years or more. The Decade + Cruisers.

 

They could have 5, 10,15,20, & 25 years of cruising with Royal Caribbean. Create pins, levels, perks, benefits, Ha.

 

They are already creating a "separate but equal"  tiered system with the Suite cruisers and the Crown and Anchor cruisers.

 

Why not mix it up and have a longevity with the company tiered system too. Then, let's not forget the big whale spenders while on the ship. That could be another tiered system. The Money Tiered system. They could assign points to that. Oh wait, they are testing that market as we speak, aren't they.

 

This could get confusing, if it already isn't, and they could lose people because they just can't decide which tiered system is bigger and better and then opt for a simple cruise company that doesn't tier every cruiser into categories.

 

By creating more tiered systems, you devalue each and every tiered systems. There is no such thing as separate but equal.

 

Sorry for the long post and thanks for reading it.

[Galveston Steve]

A couple comments on our experience on Brilliance last week.  This was our first cruise as Platinum Crown & Anchor members so I was interested to see what happened.  I am glad to report that at least at the Platinum level we were certainly recognized.  At Boston, they immediately flagged us to the shorter Platinum & Up check-in line, and made sure we were seated in the proper waiting area.  Once onboard, we had a sheet with the Platinum Seapass offers shown as soon as we got to our stateroom, along with the CAS robes.  On Day 3, our Platinum pins were presented by placing them nicely on our bed.  We were invited to both the Welcome Back event and the Top Tier event, both of which were well done on Brilliance.  The Top Tier event had plenty of great appetizers, free drinks for 90 minutes, a band, and the welcome speeches.  Overall I felt very appreciated by Royal Caribbean, even as a lowly Platinum member.

 

One other story to relate: After the Welcome Back event, we were with our friends who were in a Grand Suite (we were in a Jr. Suite).  Our friends invited us to the Concierge Club.  We were hesitant but they insisted that based on their experience there would be no questions, so we entered with them just to see what it is like.  After a few minutes, the Suite Concierge came over and checked first with our friends to see if everything was alright with their stateroom and made sure everything was going well.  She checked her list and noted that they had an issue with their bed which she immediately followed up on.  Then she turned to my wife and I and asked if everything was ok and if we wanted a refill on our wine.  We explained that we were in a Jr. Suite and had brought our wine up from the Welcome Back event, and were just there to socialize with our Suite friends.  The Concierge immediately welcomed us and said she was glad we were there.  She offered to refill our wine again and again I declined, noting that we were not in a real suite.  She was very gracious and would not take no for an answer, motioned to one of the waiters and had him bring two complimentary glasses of wine for us.  Again, I felt very appreciated by Royal Caribbean and pleased that she was so welcoming in a situation that could have been uncomfortable for us.

 

Well done, Brilliance of the Seas, for making us feel special!

[WAAAYTOOO]

Steve it is so nice to hear a good news story on this subject ! Thank you for sharing it. It's nice to know that they are giving the Concierges the freedom to do the right thing. There's nothing more attractive (and appreciated) than graciousness and nothing more unattractive (and deplored) than officiousness and ungraciousness.

[Matt]

Great to hear, Steve! Thank you for sharing!