Customer service on that ship needs BIG improvement...

Cruises: 2-3 cruises

Review: 1

Helpful Votes: 54

Review summary

This is a copy and paste of what I provided RC with... Embarking the ship took well over 3 hours of waiting standing up in a line (from 12h30 to 15h30...) Outstanding Stateroom cleaning service by Ovidio. 5 stars Outstanding Dining room service at table 951 (John and his assistant Sukhil) but his supervisor or Team Lead (not sure of her title) was quite annoying (unfortunately did not notice her name) as she often came (at least 3 meals out of 6) in the middle of the meal (or conversation) to see if everything was ok...she was quite insisting with all tables around us to give a 10 on the final evaluation. We felt we were treated like Grade one students and had to provide the RIGHT answer to give upon the evaluation. We were going to give a 10 for John and his assistant service anyways... We did not need anyone to tell us what the scoring was. That kind of is not needed on a classy ship like that. Our first night at the dinning room was not the best experience as we ended up at a table of 10 with 12 chairs...not pleasant to feel squished like sardines. Fortunately the Service Rep (Saskia or something like that ?...) that evening, once we complained, understood the situation and found a solution for our party of 4 for the next 6 evenings. Thanks. That gives us all a lesson to specify (upon buying the cruise) that we want to sit at a table of 4 for the 4 of us. On day 6, we went to see the wave riders as I wanted my friend to perhaps experience that on her next cruise. (I have and know it is lots of fun). It was fantastic to see the 2 man instructors give all sorts of tips and demos to the riders to help them improve and enjoy their experience. After an hour or so: they were replaced by 2 younger girls . OMG: it was spectacular to see how those 2 blond girls could not care less about the riders. All they cared about was to make sure that everyone watching knew that they could dance, that they were cute. They NEVER paid any attention to what was going on in the surfing area. They never gave one tip to any of the riders. They did not even ask if this little girl was hurt after she went flying at the back. Long story short: they were there for everyone to see how good looking they are....I use to be a National Lifeguard and could not believe my eyes about the un-attending environment that those 2 were creating. I did not stay more than 15 minutes. I had seen enough. There is even a parent (a mother) that made a comment to me saying that this happened all week. I think it is important that you review this issue...Thanks. Speaking of water experience. I also use to be a Customer Service Instructor (Service Plus)...I tell you that the attendant handing out towels needs training on that matter. Never saw him smile or thank customers during the week. Please verify what can be done for that service that happens to be THE FIRST point of contact at the pool. An open smoking area near the pool is not really a good place to have one. There should be a CLOSED smoking area available on the ship. It's hard to believe that in 2018 (almost 19)...there are still smoking on the ship. To go to the ice rink...most passengers (including children) have to walk through a very smoky area (the casino, on the 4th floor). To wait for diner on the 4th floor...is unpleasant for non-smokers as the casino is right there next to that nice dinning room. Terrible smell. Smoking should not be permitted at the casino. Smoking should be in enclosed area somewhere on the ship. Card room on the 14th floor is unfortunately often used as a cafeteria or meeting room. There should be a sign on the door stating that this room is to be used for cards or board games; not for meetings. For example, on a rainy day, there were 12 people (not playing any games) that decided to take over a table for chatting, eating, discussing their next companies' decisions, etc. while a whole bunch of other passengers came in the door to see if they could play cards or something like that. This table left after 3 hours of not playing any game with food all over their table. We did not see any cruise ship attendant come during that period. First night of our cruise, we went to see a show and were told that the 3 best rows were reserved. The show started and the seats remained empty for the whole show. We actually witnessed this issue at each show we attended during the week. We understand that the had certain privileges but there should be a better system to allow for those seats to be used if not taken before 15 minutes of the showtime or something like that... This was my second experience with RC and the first one for my friend that was not impressed with that kind of . Thank you for your time. Marie Tremblay

Embarkation

Ship experiences

Food and Dining

Onboard Activities

Entertainment

Service and Staff

Ship Quality

Cabin / Stateroom

Ports of call

Port Canaveral, Florida

Labadee (Cruise Line Private Island)

Falmouth, Jamaica

Cozumel, Mexico

Disembarkation

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