UPDATE: Cruise Influencer Complains About First World Problems - What Happened Then?

On my recent cruise on the Royal Caribbean Brilliance of the Seas from Honolulu to Vancouver, not everything went smoothly. In a recent video, I took you through some events that were cancelled or just forgotten, and mentioned what I said to the concierge. This video explains what happened after THAT. Enjoy, and be sure to let me know what you think. #cruise #cruiseship #travel
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[@absolutehonor141]

I think the smartest way to handle it would be to calculate how much the canceled entertainment is worth, and give the corresponding amount in on-board credit, that together with a sincere explanation and apology feels generous, but costs the cruise line very little because the money still stays on board

[@hollypotter6989]

An apology and maybe a $50 credit or a free drink or two. A bottle of wine...not the cheap crap, but a good vintage.

[@sarapugh6700]

I am very glad you mentioned this all to your concierge person. I am one of those people you talk about that saves up ALL YEAR for my one little jaunt away from home. I do NOTHING all year so that i can afford to take a vacation. I choose cruising because of it's value (i.e. bang for my buck!) and a lot of that value IS the included entertainment and activities. So if that stuff is falling short- one thing after another- it IS a big deal! Like you said, not just one little mishap but a series- that speaks to a larger problem that requires attention. (speaking as someone familiar with the service & hospitality industry!) And if nobody speaks up then the folks who address such issues dont even know there's a problem so you handled it ideally! The way Disney handled your issue was SPOT-ON appropriate. That is exactly what good customer service looks like. Paint fumes aren't just stinky, they are TOXIC - HELLO! So they absolutely corrected that situation as they should have and i wouldn't say they went over the top, just handled it well. How RC handled your complaint is one more reason i dont think i'm keen to try them out! It's appropriate as a first step for them to find out WHY and give an explanation as to what went wrong, but ultimately, customers dont CARE why there was a problem, they want to see a resolution or at least feel heard and know that it's not going to happen again. To not even receive a formal apology or something from a higher-up- that's some piss poor customer service AND the fact that you are higher status and had a special concierge to speak to about this who did ABSOLUTELY NADA- that's so weak! What are they freakin doing?! I know you werent trying to get anything but seriously, they could have just had someone come to your room, deliver some little chocolates or fruit platter or free drink vouchers and an apology, with wishes that you enjoy your next evening and it would have cost them NOTHING while totally turning the situation around. You would have felt validated and appreciated as a customer and you would have felt that your loyalty to them was still well-placed. For them to do nothing except offer what ultimately amounts to excuses, just is unacceptable from a customer service standpoint.

[@mea3665]

That's a really long wine do u want some cheese !

[@edstuff1198]

No offense Morgan but your timidity and constantly feeling apologetic here about complaining is just going to perpetrate similar problems. When you pay a good amount of money for a cruise or any thing else you expect it to be at least adequate. This wasn't about stale fries at a McDonalds. There is nothing wrong with politely pointing out the situation (as you did). Royal Caribbean should have at least followed up with a call or email to explain what action they took to try to prevent a recurrence. If people don't complain, how is management supposed to know there's a problem? And you should expect better service from your status. Businesses want repeat customers and attentive service is another perk that come with higher status. I grew up in a family owned jewelry business and I learned a lot about good customer service from my father. In a small business you have to keep people happy or you don't eat. It's also important to the the customer. If I were the concierge you spoke to I would have sent a bottle of wine or a fruit plate with a hand written apology for the problem (at least for the improv group where the facilitator never showed). That kind of relatively small gesture can build a lot of good feeling and loyalty to a company and costs next to nothing for them. For what Disney charges for a cruise, they certainly did the right thing as they should have. So next time something happens like you experienced, just go and politely complain. And if necessary, politely escalate. Upper management is often much better trained in keeping the customer happy although a concierge should be as well. That's part of their job. When you don't get what you paid for there's nothing wrong about letting the company know about it.

[@MustangErin]

I am looking forward to what you say about The Love Boat. I watch it all the time and am a Princess cruiser so it is also available on the ship to watch. I laugh at the show because of all the things that happen that would definitely not happen on a real cruise ship.

[@PsychGirlRaven]

If they apologized at the customer service desk then that’s all I expect to happen.

[@dancooper41]

You experienced several legitimate service failures, it’s not like you were “manufacturing” problems so you could get free stuff. Instead of spending a few $$ on a bottle of wine which would have you singing their praises for how well they do service recovery (as you’re doing for Disney) they’ve bought themselves some bad publicity which may hurt their business much more.

[@niuhuskieguy]

With certain things like balcony painting/cleaning, they could at least warn the affected cabins ahead of time. On my last cruise they did window/balcony washing and they put notices in our rooms a day ahead of time that this was being done.

[@kenexx]

Not surprised. Awful cruise line imho.

[@suelelievre5513]

They always say to let them know before you leave, so they can try and rectify things. You did the right thing. The cruise director should have at least called you to apologize.

[@MAB_Canada]

On the final day of a cruise, we got a knock on the cabin door. The nice person on the other side handed my husband a bottle of wine as compensation for the noise in our cabin🤔. We had made no complaint about noise, hadn’t even been aware of any noise🤷🏼‍♀️. He disappeared before we could say anything. Strange but true.😏

[@cruisecrazy7066]

The gift of wine was a delightful gesture. But if it arrived on the final night, you better drink fast as you may not be able to take it home on the plane. I only take carry-on.

[@MAB_Canada]

@@cruisecrazy7066 Yes. It was unfortunate that it wasn’t a cruise where we did a post-cruise layover…we had to drink it that night because we were flying out the next day. 😞

[@cruisecrazy7066]

@@MAB_Canada I hope that you didn't have a hangover. You could have taken it to one of the bars and had a party.

[@jeannebrockway2172]

It’s called quality control. They want to know when things happen. Unfortunately if the cruise director doesn’t emphasize quality, then the crew doesn’t feel the need to be the best.

[@happycruiser]

I think the entertainment director should have visited you and personally apologized. On NCL once our cabin got flooded. The Hotel Manager apologized in person, replaced the carpet, ensured all our belongings were OK, sent us flowers, and chocolate strawberries.

[@stephaniebfi4297]

Sometimes life just doesn't work out and you have to get over it. I say that because on my Odyssey of the Seas trip they gave my casita away. I paid for it, spent good time getting to the bar to reserve it as soon as I got on the ship, double checked that they had the right days so when I walked up and saw different people in my chosen casita I was pissed. There was no money and really nothing they could do. I'm still irritated. They gave my family a different casita for that day, but I left and let the kids have a good time. Sometimes nothing happens because there is nothing to do. You can't go back in time. So this is me 6 months later trying not to think about it. 🤣I'll probably be 80 yrs old "I remember when..." 🤣

[@lisafieber3569]

I'm not sure what you were expecting? I understand the disappointment, I really do.... but stuff happens. As there were a few issues, I would have probably brought it to their attention, then let it go. I go find something else to do. You say you weren't expecting anything, but it sounds like you were disappointed when there wasn't. Appreciate the follow up, and again I'm sorry your trip fell flat.

[@JennAndAmy]

We are Diamond on Royal as well but we loved the one Disney cruise we’ve done on the Dream. Service is stellar and we stayed in an aft stateroom as well. So cool!😊

[@julieb7882]

Royal did drop the ball by not giving you any follow-up. Actuality they should have given a ship wide apology to all the passengers for not providing main theater entertainment. They could have given all passengers a few dollars of OBC. The difference with Disney was only you brought their attention to how ship maintenance affected your enjoyment of your balcony. Safe and enjoyable joirneys.

[@gee12ramona]

Maybe going to guest services directly would have been more satisfying

[@sherrjo]

Ok i would expect them to tell me when the musical was going to be on, and if the missed activities could be rearranged possibly.

[@evelyngarbett5852]

They should have sent you a bottle of wine or champagne for being a pleasant person who was trying to make the experience better for everyone. And with the wine, they should have dropped a note explaining the actions they took to improve it. On an MSC cruise, we asked for help exchanging cash and since we were so friendly, the front desk sent us a bottle of champagne for being respectful and thankful.

[@ralphlongo1975]

2 times you complained, and I fully expected to roll my eyes, and call you pampered. The Hotel complaining about the family having fun, and the issues you had on the Brilliance. You were correct on both, I was wrong, both situations deserved to complained about, I won't doubt you again, I'm sorry 😀

[@Themeparkteddy]

You should have been given a lolly pop and gold star sticker :) .... No idea what can they say but its nice to see both sides . thanks for the video .

[@cathisantacruz9045]

LOL we are watching all of the Love Boat series. Definitely dated, but nostalgic for us. The actors , not the misogyny and homophobia. Took our first cruise 2 years ago and honestly thought there would be a buffet set up around the pool because of Love Boat!

[@JourneywithJosh]

Love Love Boat.

[@davidedwards5920]

Doesn’t surprise me with rccl, in my opinion their standards have gradually dropped since COVID. When I was in the windjammer on Anthem a couple of restaurant managers were generally asking at tables if everything was ok and I told him that I wasn’t happy with the quality and choice of food on offer. His reply was It is what it is and that’s the way things are changing and with no apology for it before moving on to the next table. Total waste of time asking people’s opinion.🤷‍♂️ Not impressed

[@VeryunOfficialTravelGuides]

What? Ya, like why even ask? That's like saying, "Would you like a glass of champagne? You would? Sorry we don't have any."

[@patti1044]

Consider that Disney is a more luxurious and more expensive line so I would expect a more in-depth response (5 star hotel versus 3.5). I have seen many activities occur when in port so the balcony issue I would not have been put out by. Keep enjoying your cruises - we head out again next month and I am so ready.

[@mauricemosley8380]

Disney is awesome with their customer service.

[@rasferrastfarian739]

Very disappointing the RC didn't follow up with your (correct) enquiry/complaint. Big company problem?

[@lorirobarge-ej6on]

On our Celebrity Alaska cruise we asked for fresh OJ. They keep saying it was coming or go to the juice bar. We went to the juice bar who refused to give us fresh OJ, so we asked for a mixed OJ and was told no. 😅 I ordered the apple cider oatmeal but it was served with apple cider vinegar. 🤮 We said something about this to the concierge desk . A manager tracked us down in a bar🥃to explain there is no fresh OJ and they would like to give us a bottle of wine at dinner. It was very good wine. We really missed having fresh OJ in the morning. Celebrity is on “The List”😅

[@feelosophy1921]

And I reiterate what I said before, the cruise director is not quite on the job. If it was the first time cruiser with the cruise line they might think that that's a normal thing and not come back says nobody said anything about the incident and what caused it or we're sorry that happened it's unusual for us. I mean a supervisor could say something.

[@Nrustica]

Disney is crazy expensive, do they do repositioning deals?

[@MrJJSimonds]

Score! lol....... yeah... when it is multiple issues.... as I said earlier... they should have had a back up show ready to go, simple musical review would suffice, and I bet the cast could pull out numbers they could do.... we've both been in theater.... the show almost always, must go on. :)

[@lw3158]

Or even a solo singer with a piano or guitar accompaniment

[@MrJJSimonds]

@@lw3158 "Hi folks, I am sorry to announce we have technical issues with our planned show ( cast starts walking out to stand behind speaker) so we are as disappointed as you, because we have all worked hard to be able to present it to you. ( cast all reacts accordingly) However, we are entertainers and the show must go on, so please enjoy this collection of our casts favorite songs, there passion shines through in these hand picked numbers..... enjoy!"

[@VeryunOfficialTravelGuides]

Exactly. The audio system was still working. They could have easily put together at least 20 minutes of something! I mean, I could easily do that and it's been years since I've been onstage.

[@Wild1995]

I am 4 minutes into this video and have no idea what you are talking about. Its probably me. There is way too long predicate on this one

[@VeryunOfficialTravelGuides]

I guess you kind of have to watch this video first: "Cruise Influencer" COMPLAINS about First World Problems - Royal Caribbean Cruise Ship Fail kzbin.info/www/bejne/mHuQZ2aGi9Oiosk

[@KarynHill]

I would have expected them to reschedule one or both events that you showed up for and didn't happen. The show couldn't be rescheduled but the other two events could have been. Or at least an apology. No notice and no show is really bad form, and not what one expects from any of the bigger cruise lines.

[@jeffreyfritz5866]

The Concierge is more qualified to deal with issues than Guest Services. They have significant authority to make things right for guests who have access to them.

[@mea3665]

Cruisers are whinny babies We want We want We want

[@brucepobanz]

❤❤❤ I LOVE ENTERTAINMENT ❤❤❤

[@travelwithdebandnick]

wow i think that that is actually pretty disappointing. a follow up call or letter left in your cabin, at least would have been nice, just to acknowledge your situation . that's pretty poor of royal Caribbean in my eyes,.

[@leehamilton8344]

At least a note apologizing.

[@alkruzins1168]

Disney is more highly trained in rapid recovery Quick response to a concern Any issue with Royal I drop at front desk a note to the hotel director Who everyone reports to Always get a call card wine or even specialty dinner Had restaurant mgr contact me Got notes from CD etc If u write it they take action

[@kalebwick3429]

When I went on Navigator with my parents, we booked a balcony cabin. We booked through our travel agent, and she made sure that the cabin had a sofa bed. We went to meet with her on something else, but I asked again to get confirmation that the cabin had a sofa bed, not a Pullman bed comes out of the ceiling. She called RCCL, got confirmation that it is a sofa bed. A few weeks later, I call the cruise line myself and ask if there’s a sofa bed (cause an online review of this room said it was a Pullman bed), and they told me again that it was a sofa bed. I then emailed them, and got that confirmation in writing that it’s a sofa bed. Get on the ship a few weeks later, it’s a Pullman bed. So we go down to the Guest Services, and just see what could be done, maybe a rollaway bed. They ended up giving me my own room for free! So I thought that was a great way to solve this problem! I do think RCCL should do better to check their ships and better mark on the deck plans which room has what kind of bed. Or just get rid of the pullmans and make them all sofa beds, no one I’ve met actually likes the Pullman beds.

[@Fletch360PS]

“Nothing” was what I was and would expect them to do. They can’t exactly “compensate” you without doing the same for everyone else on the ship. An apology would be all I’d expect and I would assume the concierge did that?

[@HeicoHomburg]

Damn KZbin. At least in the country where I live, a part of this video was not shown. The part where you say: "I didn't think about the consequences when I complained about such trivial matters. And not to Customer Relations, but because I am a status member, to my concierge. I regret that and apologize to the crew members affected who got into trouble because of my behavior."