May 2014 - Queen Mary 2 to Transatlantic
I am a regular on this ship. Still amazed about the treatment you receive in relation to the money that is spent.
Here are some recent experiences onboard (World Cruise segment from March 14, 2014 through May 9, 2014:)
1. I reserved the Q-4 penthouse. On boarding, I advised the butler the room was too hot. The air conditioning was not
working properly. He then advised the concierge (standard procedure.) Nothing changed for the first 4 days. When I
talked to the concierge, she advised that the work order had been submitted 4 times (of course, she did not bother to
follow it up by phone from what I gathered.) So I had to resort to a contact I have in the purser's officer. Luckily I knew
someone who could remedy the problem. Finally, the party in the purser's office had it fixed. For what I paid Cunard, they
could have installed a new air conditoning system.
2. I had a guest joining me enroute during the trip. Since they signed up at the last minute, they were unable to get a copy of
the itinerary. This was needed in order to obtain a visa from China. When I asked the concierge, she advised she was unable
to get a copy of the itinerary and would get back to me the next day. The next day came and never heard anything back. So
out of desparation, I contacted the Maitre'D of the Queen's Grill Restaurant. He then was able to set up a meeting with someone
from the purser's office. It was only then I was able to get a copy of the itinerary. The concierge was useless.
3. I asked the concierge to delivery a copy of my onboard account statement every two days while aboard (for a total of 56 nights.)
Not one statement was ever delivered.
4. I asked my butler to delivery a bottle of wine (from the stateroom) to the Chart Room. This way, I could enjoy my favorite wine, which
was not available in the Chart Room. Later that day, I received a written note from the concierge that "your request to deliver the bottle
of wine to the Chart Room was NOT APPROVED by management." What kind of idiot would not approve my request? After getting
this news, I advised the butler this would be my last trip on the QM2 because of the note I received. After that, I went to the QG bar
for a drink. Shortly after, the butler came into the bar and let me know they 'decided to approve my request.' This illustrates what I
was told by a few of the crew. The more you complain, the more you get. I am usually not a complainer, but in this case, I had to say
something. Well, the next day, I went to the Chart Room and the servers advised me the manager still was not going to permit me to
send a bottle of wine to the bar. This despite the approval of the upper management. How insulting! In addition, the manager decided
to audit my room account to see how much wine I was buying!! What a complete moron. Here, I am spending over $75,000.00 for a
two month cruise and this corporate idiot is checking on my wine purchases!! It's people like this who are probably responsible for alot
of passengers not returning again (you can add my name onto the 'not returning list.') For liabiliity reasons, I will not state the name of
the manager involved. But you can be sure I made mention of it in the survey that is given to you right before the end of the cruise.
Evidently, the people selling liquor really don't care what you paid for your stateroom onboard. Their only concern is the sales figure for
the bar. By declining a simple request from a passenger, they lost someone who has spent 100s of thousands of dollars on their ship and
who will find another ship that appreciates the business.